05 May 2015

Holistic Consulting

To paraphrase Miyamoto Musashi, "Rhythm is something that exists in everything, but the rhythm of computer networks in particular are difficult to master without practice."
Universities classify IT and MIS as sciences; but, the practice of network and system administration is certainly an art. There is planning, design, implementation, security, management, maintenance, and, of course, users . They all need to be balanced for the outcome to be successful. Once in place a network definitely has a heartbeat, a rhythm if you will. This living, breathing thing needs to be monitored and cared for; and to do that takes knowledge and practice.

I have been working with an outsource IT company for over 15 years. We service small businesses and non-profits that do not have (or cannot afford) an on-premise system administrator. That means we take care of their entire IT infrastructure; from the Internet to printing. Yes, I work with a team of people; but, each client has a lead consultant. I am the system administrator, network engineer, security architect, cable installer, and help desk technician for several companies all at the same time. In the performance of my duties I have found that I must be a Master of Many Things.

It is not an easy task to handle end-to-end management by a single person or entity. We liaison with the ISP, manage edge security, design/plan/implement upgrades and changes, deploy servers/clients/mobile devices, and perform help desk duties for users. Backups need to be monitored and tested, email needs to be filtered and archived, user accounts and access are always changing.

In order to be successful one needs to have a wide array of skills; there are no specialists in holistic consulting. The consultant needs to know how to accomplish a lot of different tasks, and requires hands-on experience. Nothing replaces real world exposure to the trials and tribulations of a production network. That said, there are a number of basic techniques that need to be mastered:
  • Organization: Staying organized is a necessity. Maintaining to-do lists and calendars go a long way to ensure client follow-through. Dropped requests and missed appointments are very frustrating to clients. A consultant needs to develop a reputation for excellent response.
  • Time Management: This is extremely difficult because our jobs are interrupt-driven. We respond to people's requests. Remember that the clients do not see our hard work; they only see what we have accomplished. Successful consultants focus on results achieved not on effort expended.
  • Communication: Issues with communication are usually at the heart of all problems. Learning how to communicate is crucial to being a successful consultant. Not only is it necessary to be able to communicate technical issues, but also be able to translate that to non-technical people. 
  • Constant Professional Development: It is absolutely necessary to receive the training required to improve and maintain your skills. The computer world is changing all the time and it is difficult to keep up with those changes. Some of the ways to keep current are reading, workshops, and organizations. Read books, trade journals, blogs, and magazines. Workshops and seminars tend to focus on a particular technology or skill; while conferences provide an opportunity to consider the big picture. Finally, membership in an IT association allows us to volunteer in the community, write articles for newsletters, and speak at meetings which can go a long way toward developing our reputation and careers.
Overall it is a very rewarding experience. Happiness means different things to different people, but for me it is looking forward to work each day and having a good relationship with clients and coworkers. It's feeling like I am sufficiently in control of my work life and have a good social and family life. At the end of the day I feel like I have accomplished something and derive a lot of satisfaction from my job.

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