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Tell HN: I'm nervous and don't know where else to go

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Re: Tell HN: I'm nervous and don't know where else to go

#31

Post by igarcia »

In this situation, just keep in mind that if something goes wrong, it's not your fault. Do the best you can with the training you've received. You can use your creativity and pro-active skills but you can't work miracles.

Here's a personal story that might help: many years ago in the beginning of my career I was assigned to install a software client on various machines (about 50 workstations), using a CD. It was a Friday, worked until late but had to leave to continue next day (Saturday!!). When I arrived I noticed the CD was cracked. Either me or the cleaners accidentally put something on it. I then called the IT admin (who was on a holiday) and told him the CD was cracked, I needed another one. He said we didn't have it. I then called the software supplier (Sybase Inc) to ask about a replacement media. Obviously we had the licence, it was just a matter of getting the binaries, right? Wrong, they said we had to purchase a new licence. I then tought I should pay for it since I felt responsible for the damage. The price was really high (can't remember, something like x thousand dollars - I would have to work for many years to pay that with my junior salary). I tried finding people around and on the internet with the same software version so I could clone their CD but there were too many minor releases and none matched the same as our licence. This is Monday already and I had no choice but tell the boss what happened (over the phone). She asked how much it was, I told her. After the longest 5 seconds of silence she said "OK, it was not your fault, we should have made backups. And we were outdated anyway, it was time to upgrade, please tell the finance I authorise the purchase and tell them to invoice us". Phew! Many lessons learned on that weekend.

Re: Tell HN: I'm nervous and don't know where else to go

#32

Post by branon »

Without a login you can do nothing - so do that.

Even if you have a login, if they've only given you that and nothing else, then you cannot reasonably be expected to complete the update on a Friday with no oversight and no support from a team.

So don't, if it seems prudent not to. Another commenter mentioned that hopefully you're in a US timezone since that means you'll have the rest of the day to figure things out.

So start figuring - compile a text document with links to information about the upgrade process. Cross-reference this with what you know about how the current system operates. Do a solid hour's worth of research and try to determine how the process will go. Identify potential pitfalls: are you going to get stuck behind a prompt for additional credentials, or asked for a license key that you don't have? If the upgrade process fails catastrophically, what's your easiest route to restoring from backup? Is there something you can take snapshots of, as an insurance policy?

Call the vendor (hopefully your org has an active support contract) and level with them: you're a support guy too, you're out of your depth (or so you think, anyway) and you need a sanity check and some advice. Perhaps you have internal team members who could help in similar ways (probably not, since you're asking here).

If it seems too risky, I just wouldn't do it. Type up a nice note about the research you did, and how you foresee the process being executed. Then notate why you're uncomfortable hitting the big red button, and what you'd need in order to more forward.

Then, update your ticket with that note, place it on next week's schedule, go home, and enjoy your weekend.

Best of luck.

Re: Tell HN: I'm nervous and don't know where else to go

#33

Post by suilied »

I have no experience with Epicor but similarily work in IT support and regularly get scheduled to "oversee" updates like this as well. Don't panic, get in contact with a couple of chill guys or galls that use Epicor that can help you test out the app so you can at least confirm whether the update was succefull or not. Anything else really isn't your problem.

Re: Tell HN: I'm nervous and don't know where else to go

#34

Post by lma21 »

Lots of nice comments here.

If I may add, when your peers (or managers) take some time off and hand over work to you, write a hand-over document. Always. It's crucial for smooth handovers.

- Task to handover

- Description

- Actions at stake

- Target / Desired Outcome

- Timelines

If you missed an action / task that isn't in that document, then it's really not your fault.

Re: Tell HN: I'm nervous and don't know where else to go

#35

Post by scrumper »

It'd be weird for an ERP system to go through an upgrade without consultants from the vendor (Epicor) or a 3rd party systems integrator to handle the hands-on-keyboard part of the work. In a normal situation I'd expect your role to be that of a smart phone directory, able to get hold of the right people when the Epicor techs need to talk to someone.

It's also strange that you haven't been involved in calls with the vendor or any of the planning meetings that should have been going on over the last few months. See if you can find out what the actual plan for the upgrade is.

Maybe there isn't one. This could be a seat of the pants operation and you could be about to walk into a total clusterfuck. That said, DO NOT LEAVE! There are no repercussions for you, the intern. You could walk over and pull the plug out mid install and it'd still be your bosses fault for leaving an intern in full charge of anything more important than the spare coffee maker. You have a ringside seat to a fantastic learning opportunity here - you cannot lose. Enjoy the ride, keep a diary, use your head, do your best. Best case: you're a savior (enjoy the $5 Arbees gift voucher). Worst case: the upgrade is delayed by a week, your lazy boss gets canned, and everyone else views you with a mixture of sympathy and respect and you get onto a new team.

Re: Tell HN: I'm nervous and don't know where else to go

#36

Post by un3n »

Relax, take it one hour/day at a time. Try to build a list of people you can contact for support if needed, I imagine you and your boss aren't the entire IT team. If something happens and you get stuck call someone, its ok (especially as an intern) to say 'I don't know I need some help' especially if something is on fire. Try to find or define a plan of what's going to happen, eg at X time someone will start the roll out then x & y should happen and finally z means success.

Above all else: If your boss knowingly left a junior employee to do something with 0 training or guidance, any fuckups are on the boss. Don't beat yourself up about it, life will happen and you will get through it.

Re: Tell HN: I'm nervous and don't know where else to go

#37

Post by thwayunion »

Your intuition is correct. Generally, I would not have an intern deploy major version upgrade -- or do anything in prod at all, really -- without:

1. proven familiarity with the process,

2. thorough instructions, and

3. an on-call that is available and familiar with the intern's specific push.

That said: maybe these upgrades are always straight forward. Maybe your boss plans to be available in case something goes wrong (despite not being on site). Maybe he's treating this as a sort of final interview for your internship before suggesting a full-time offer. Maybe there's a safety net underneath you that your boss knows about but you don't, since operating with poise under pressure is an important thing to test for in an IT candidate.

I suggest you proceed with poise. Prior to the upgrade, ensure that you have documentation about the process, any other necessary information, etc. It is your job to make sure you have what you need! Also make sure that you have a point of contact who will be on-call during the upgrade process (this should be your boss). During the upgrade, immediately escalate any issues to that on-call.

Finally, prior to your boss leaving, let him know that you are happy to take on this task but want to make sure that there's a full time employee ready in the wings in case something goes wrong because you do not have a long history with this product and because the product is so mission-critical to the company.

Re: Tell HN: I'm nervous and don't know where else to go

#39

Post by dbtonez »

simonebrunozzi wrote: post #24

Hello db. Let me try to help :) You haven't provided a lot of info, but based on what you say, it seems that: 1) you are an intern, not a full-time employee (FTE) 2) Your boss seems to be the one supposedly in charge of the Epicor update, but it also seems that he felt you could be put in charge while he's away. Wait, though: in charge in case the automation he put in place doesn't work. 3) You feel the task it daunt…

you nailed it on the head. i did leave out some context and i see now this post is just the ranting of a madman.

i am an Intern, and my boss is the ERP Systems manager. My company is not large. Before I came along, it was just my boss. He is the heart, soul, and backbone of the IT department here. Now i am one of the limbs.

it is just us 2. i think you absolutely banged it on the head that i suffer from the inability to effectively communicate my anxieties/concerns with my superior, and i feel i have done him an injustice with this post and i wanted to say that you are right. My anxiety is coming from my inability to communicate properly. he may totally be under the impression that i can handle this, but i also want to say i don't really know WHY not because i don't think i can handle this if i were adequately prepared, but that i attempt to ask these questions and am sort of... left on read. i know that if this does go awry, i will not be the sole blame. but i am struggling with this like desire to make sure that my company is able to carry on production without a blip. vmaybe i am in la la land and care too much about the company that would replace me in a heartbeat, but i want to prove to myself i can be a part of this field, be a part of this industry.

thank you for your advice. i want you to know that i am genuinely taking all points made in this thread to heart.

Re: Tell HN: I'm nervous and don't know where else to go

#40

Post by orzig »

dbtonez wrote: post #25
throw_away_add2 wrote: post #21

Yes, calm down. I wish someone could have told me that when I was an intern. Many times. If the upgrade blows up, it won't be your fault because you're just an intern. There are multiple people making way more money than you are who are responsible for running the company. If those people leave an intern in charge of a mission-critical system and it breaks, it's their fault. If you do end up in the soup and you're ab…

well i like soup but don't know that i want to be swimming in it XD thanks for your advice, i think i have been trying to prove myself by spinning my wheels instead of taking a step back and evaluating the situations that get presented before me. appreciate it again, hope you enjoy your weekend

Remember that “officially asking for help” is a very valid step to take. If it all blows up, you can at least point to the several unanswered requests that you sent off to various people. If they reply, and you are able to help it not blow up, you can all share some credit!

If you somehow end up getting blamed for it anyway, I guarantee this is not a company you want to work for even as an intern. Find the one or two good people who might serve as references for jobs later, explain the situation you were put in, and I am confident you will be able to look back at this as a small road bump at the beginning of a successful career in the general industry

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