The ability to go deep into Windows to be able to troubleshoot and fix a wide range of issues from driver to limited Kernel debugging is one of those highly prized skills that can be really hard to gain. Luckily the excellent Dan Pearson is on hand presenting Windows OS Internals and Sysinternals April 11th to 15th 2010.
Topics include kernel architecture, memory management, thread scheduling, interrupt processing, time accounting, and crash dump analysis. This knowledge will help you help you troubleshoot difficult system problems as well as understand the true meaning behind key system performance counters.
For our lucky TechNet Subscribers I’ve got a 20% discount code – which also applies to any ‘softies reading this. You can register for Windows OS Internals and Sysinternals here.
Only week only to go until the first Tech.Days online event is here!
On the 8th February we kick off with “The Modern Desktop” – An introduction to what’s possible with Windows 7, Office 2010, Internet Explorer 8, Silverlight, Direct Access and Branch Cache. Sign up for the webinar here and see what other sessions are available in the full schedule here. This webinar will be led by Simon May, our amazing evangelist. We look forward to seeing you there.
That’s all for another week, folks. Here’s what the TechNet team’s been gassing about over the last five days:
I don’t know about you, but I’m ready for a weekend. Is it too early for a glass of wine? Have a good one – we’ll see you next week.
Save a space in your diary for the upcoming Microsoft Business Intelligence Seminar 2011, taking place on 2 March. Here’s an overview – if you’d like to know more you’ll find the full agenda and registration details here.
Business Intelligence enables your organisation to turn facts and information hidden in your data into valuable insight. Companies that use BI perform and compete better than those relying only on instinct or casual analysis. Microsoft provides a mature and complete platform for building BI solutions that empower every knowledge worker in your organisation to make better business decisions.
Our BI workshop has been designed to give you a good understanding of Microsoft's BI strategy and its platform consisting of Microsoft Office 2010, SharePoint 2010, and SQL Server 2008 R2. You will also hear about future direction for BI that takes advantage of Cloud Computing, the emergence of BI Appliances, and the newest innovation in powerful, advanced, yet easy to use analytics.
Welcome to the first in our new series, A Day in the Life. We’ll be talking to a variety of techy Microsofties about what they get up to during the old 9-5. We’d love to hear your suggestions for upcoming interviewees, so please post your suggestions in the comments box below.
We kick off with David Lynch, Senior Support Engineer in the EMEA Global Technical Support Centre UK. David, it’s over to you…(anyone remember Through the Keyhole?)
As well as IE, I cover the Windows Shell and I’ve recently added MSI to my troubleshooting skillset.
Today is a typical Tuesday for me, my busiest day of the week. It starts like any other, checking if any incidents have happened over night that might affect the team, looking through email communication and briefly triaging my cases and checking through my calendar to see what work I have to do today. What makes Tuesday different is that it’s triage day for IE in the Global Technical Support Centre (GTSC), for which I am responsible. I start by compiling a list of Premier and Professional customer support cases that are currently with our frontline engineers in Bangalore before emailing it out to the team. This is followed up with a scheduled conference call between the UK and India teams, addressing each case to make sure it’s on track, to highlight any issues, mark any that are due for escalation to the UK team and make sure both teams are aware of all the current cases. After the meeting, I report back with a summary of the current actions for these cases which are then logged against them. Typically we would triage 25-35 cases depending on how busy it is. Triage is a very important part of the week – aside from the fact that our customers benefit from having their support cases regularly discussed, the team as a whole has the chance to speak to each other by voice, instead of typing in an IM conversation, so it helps to build those team relations.
Around the triage activities, I need to focus on my own support cases which are all escalations from our front-line team in India or, from other front-line teams around Europe where volumes are particularly high or, from other escalation teams who need collaboration from an IE support specialist. A case load of around 15 is average but when it gets busy, or when colleagues go on holiday, I have gone up to 21-22 cases which can get pretty manic!
At the end of the day, it’s good to do something different. I like going down to the on-site gym to relax my mind and revitalise my body to help keep a balance to the day.
Apart from triage, meetings and case load, on a weekly basis, a typical engineer spends time mentoring the front-line engineers or colleagues in the UK team to help bring them on, keep up to date with what’s going on in the business and around their areas, look for opportunities to further develop their own skills or identify areas where we can help develop others or our products to increase market share. Being able to respond to high priority issues around security, cumulative updates and high severity issues is also required. It’s all very customer focused, there’s rarely any free-time, but always time to develop.
David Lynch EMEA GTSC UK Core IE Shell Support Engineer Microsoft Customer Service & Support
Coming next week: Microsoft Technology Centre intern and loveable geek, Jon Lickiss tells us about a typical day in the MTC. Let us know if you have a burning question for Jon – post it in the comments box below.
Have you taken advantage of our Windows 7 Deployment Learning Portal offer yet?
Take this free online assessment to help you identify the strengths and gaps in your knowledge around Windows 7 deployment and provide some targeted learning steps. If you take the assessment now you could get your mitts on a FREE Windows 7 Resource Kit (worth £54.99; while stocks last), along with 40% off a wide range of MS Press titles. If you’ve already qualified for one of the Windows 7 Resource Kits but have yet to claim, please do remember to do so by the end of February.
Updated with new resources.
Tech.Days online will be bringing you IT insights and debates most Tuesdays from February to June, between 2 and 3pm. Watch the teaser video from presenters Simon May and Andrew Fryer here. They’ll cover the topics of desktop, private cloud and public cloud; and each webinar will contain clues revealing how you could win a Samsung 42inch plasma TV, Canon EOS 1000D camera and an LG DVD home cinema system. The links below take you directly to the sessions and the website will host on demand sessions for those of you who can’t make it on the day.
08 February The Modern Desktop
15 February Microsoft cloud for the IT Professional
22 February What is Hyper-V cloud
08 March Practical Deployment
15 March Creating Your Own Private Cloud
22 March Security integration with the cloud using Active Directory Federated Services (ADFS)
05 April Desktop Virtualisation
12 April Automation and the Private Cloud
19 April Managing the cloud
03 May Deployment with the Microsoft Desktop Optimisation Pack (MDOP)
10 May Virtual Desktop Infrastructure
17 May Office 365 for the IT Professional
07 June The Dynamic Duo, Windows Server 2008 R2 and Windows 7
14 June Mixing and moving services between the private and public cloud
21 June Governance Risk & Compliance in the cloud
Get more info on TechNet.
Introducing Tech.Days Live 2011, 23-25 May
Nine events (and counting), two locations, one week. The main attraction will be three one-day events at the London Vue Cinema, Fulham Broadway, London. In addition, there will be evening activities across town in Victoria at Microsoft's offices in Cardinal Place. We'll be releasing registration details on Twitter as they become available, so follow us to stay informed.
Just like last year, we’ll be running two tracks during the event, one aimed at IT professionals and one at developers. Here’s a taster of the content we’ll be covering:
- Deploying Windows 7 and Office 2010
- Virtualisation, Hyper-V and the private cloud
- Moving infrastructure and platforms to the public cloud
- Building and deploying applications onto the Azure cloud computing platform
- The latest features and futures for Windows Phone 7
- Building rich applications with Silverlight 5
- Deep dives on the web platform, IE 9 and the HTML5
Save the date in your diary now and keep your eyes peeled for more details coming here soon.
We’re back! We missed you, so this fortnight’s newsletter is a bumper edition all about making Windows server management easier. We’ve got a feature article from the lovely folks at Inframon, along with the usual round up of top stories and downloads, and no less than two chances to win some amazing goodies. We’re also trying to track down the winners of our letters to Father Techmas competition. Where are you guys?!
Read the newsletter here and sign up to get your own copy every fortnight.
Last week I blogged about Windows Small Business Server Standard 2011 – you can find a more detailed summary here on the official SBS blog, including a list of the new and enhanced features.
Here are some more bits and bobs to help you find out more:
· SBS 2011 Standard learning snacks
· What’s new in SBS 2011 and Migrating to SBS 2011
· Try and buy