Multi-Tiered Technical Support

Technical support is typically divided into multiple tiers that can also often be referred to as levels.  Most IT departments have accepted the practice of dividing their support analysts into 3 tiers/levels of support.  Tier 1 Support Agents deal with the majority of incoming calls to the help desk and ...

Top 5 Requested IT Certifications

As an IT Staffing professional, the questions often asked by my candidates are, "What certifications should I pursue" and "do I need certain certifications to be successful."  There are certainly advantages to being certified, and many times employers will seek out particular certifications over a technical 4-year degree.  These are ...

Why Scrum?

First of all, if you haven’t heard of SCRUM, it’s not soap residue.  It’s an agile process for developing software.  It’s totally different than the traditional waterfall development where all the business analysis is gathered up front, the prototypes are designed and the product is built to specifications that hopefully ...

Benefits of Document Management

Look familiar? It’s too bad there isn’t an electronic way to organize and manage your significant documents. Oh Wait!....There Is! Customized document management systems add value to your business by cutting costs, improving office efficiency and increasing overall productivity. Beyond that, the installation of a separate full blown stand-alone document management ...

Story Mapping

Here’s a great technique that helps in determining project feature priority.  Agile/Scrum manifesto is based on the premise of working on the high value items first.  These may be the features that bring the highest ROI, a matrix of complexity / risk vs. value, market value, etc.   Whatever the determining ...

Information on Virtualization!

Since I am not proficient in all technology trends, the rising popularity of virtualization was not something I could quickly wrap my head around. When I hear the word "virtualization" I think of "virtual reality" games and training. Wikipedia's definition of "virtual reality" is: "a term that applies to computer-simulated environments ...