IT Dope

Self explanatory what this post is going to be about. While I don't think I qualify as a helpless person when it comes to technology, today's incident made me acutely aware that I'm not the best with technology.

For friends who have been keeping track of my facebook updates, it has been a frantic week of packing as the rest of us prepared to shift offsite while our office undergoes renovation. As such, I now need to use my secure access token before being able to check my emails while in the temporary office. One afternoon, I realised to my horror that I somehow couldn't log onto my secured network. As my boss had the same problem as well and my morning had gone by without any hiccups, I called up the hotline for some IT SOS while muttering about the soEasy system (for non civil servants, this is a govt secure access framework that is SO NOT easy).

Abbreviated account of this exchange as follows:

Ee: Hi, I am experiencing some problems with my VPN and I'm wondering if the server is down.

[10 min later, after hearing me rant about the system and the pop up msg about me being labelled an "unauthenticated user" and him going off to find out what was the problem]

IT helpdesk: Sorry, our IT technicians have left for the day but perhaps we could help you tomorrow morning?
Ee: OK. You mean there is absolutely no one to help me at 6pm? *incredulous tone*
IT person: Er, perhaps I will give them a call again to check if anyone is around. Could you give me your details? *getting nervous*

[Another 5 min later, one expert is found...]

IT technician: Hi, understand you have problems with your VPN, could you tell me what happened?

Ee: [reference above story again as I repeat myself] *slightly agitated*

[Another 5 min passes as they run through with me the usual troubleshooting tips]

IT technician: I see. There doesn't seem to be anything wrong but can I get your token serial number please?
Ee: XXXXX *grrr*

IT technician: Er Ms, are you Ee-lin?
Ee: YES! *rolls eyes as I mentally think I am talking to a goofball*
IT technician: Erm, this is not your token.
Ee: *speechless*

[walks over silently to switch tokens with my boss while my colleagues roar in amusement]

~ End of Conversation ~

Post this embarrassing exchange, VPN access is back on. *sigh*

Apparently, silly me accidentally swopped tokens with my boss during an afternoon offsite meeting that we had. Obviously that's why both of us were experiencing problems simultaneously.

To make me feel even worse about myself, the ever efficient helpdesk followed up with a confirmation of my "incident" as follows:

Dear Ee-Lin CHUA,

We wish to inform you that we have taken all necessary actions on the case reported by you.

Summary: SW user unable to log in to VPN
Action: UACC: Token mixed up with colleague

We would like to seek your confirmation that the issue you have encountered no longer exists and/or you are satisfied that the case has been resolved. However, if the issue still persists, kindly contact us as soon as possible so that we can take further actions to resolve this case.

If we do not hear from you within the next 3 business days, we would deem that the case has been resolved to your satisfaction and therefore will proceed to close the case. You will receive an email notification informing you of the closure.

Yours sincerely,
XXXX

*buries head in my pillow*