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How to: Remove Microsoft Outlook 2007 Add-in

After uninstalling Symantec Anti-virus I found that when I started Outlook 2007 it came up with the following error: The Add-in "Symantec AntiVirus 10.1" (c:\program files(x86)\Symantec Antivirus\vpnsece4.dll) cannot be loaded by Outlook. Please contact the Add-in manufacturer for an update. If no update...

Posted to Dave Mellors (Weblog) by Dave Mellors on 05-29-2008
The difference good customer service makes

Just before Christmas I purchased a rather expensive Sony digital camera and had a problem with it as it stops recording video after 10 minutes. At first I thought this must be a fault but looking at the technical support site it appears to be a "feature" which was odd because I always research thoroughly...

Posted to Dave Mellors (Weblog) by Dave Mellors on 03-26-2008
What are we here for?

This is not a theological question but a question of what is the role of Technical Support in a software company. The answer I guess depends on what you are providing technical support for and who your employers are but for me Technical Support isn't just about logging someones technical problem and...

Posted to Dave Mellors (Weblog) by Dave Mellors on 05-29-2007
Technical support and customer service

I have been working in the IT industry for more than 15 years and Red Gate Software is the first company to offer me customer service training and I think that says quite a bit about the company. Today I attended the customer service training course, which all of our technical support team (including...

Posted to Dave Mellors (Weblog) by Dave Mellors on 05-24-2007
Top 10 Reasons - why I love working in technical support

Why I love working in Technical Support "I love my computer and its software; I hug it often though it don't care. I love each program and every file, I try to understand once in a while." -- Dr. Seuss? Since leaving school I have only ever worked in a computer related job and I don't know if I really...

Posted to Dave Mellors (Weblog) by Dave Mellors on 04-13-2007
Profiling managed .Net framework plugins

One of the applications I support is called ANTS Profiler which provides performance and memory profiling for managed code. A few times recently I have had customers ask about profiling plugins and although I knew it was possible I wasn't entirely sure how easy it was or what was involved. So, I asked...

Posted to Dave Mellors (Weblog) by Dave Mellors on 03-27-2007
The ten things ten years of professional software development has taught me

Andrés Taylor has written an insightful list of the " Top ten things ten years of professional software development has taught me" but don't be fooled this is a very good list with relevant items for anyone working in IT and not just developers. I particularly like the fact that Andrés has recognized...

Posted to Dave Mellors (Weblog) by Dave Mellors on 03-26-2007
The IT Technical Support essential software list

Whenever I move to a new PC these items of software tend to move with me. Take a look at the list and let me know if there are any others I should have in my software toolbox. The IT Technical Support essential software list

Posted to Dave Mellors (Weblog) by Dave Mellors on 03-25-2007
The art of communication

Yesterday, I remembered an old blog entry that helps to emphasise the importance of communication in Technical Support. Sometimes you're on the phone with somebody and you suspect that the problem is something as simple as forgetting to plug it in, or that the cable was plugged into the wrong port. This...

Posted to Dave Mellors (Weblog) by Dave Mellors on 03-25-2007
Technical Support Training

Some people might consider the most important attribute for a technical support person is that they must be very technical. However, I don't agree and the last week really bought that home to me. It's all gone Pete Tong ! Recently I was asked to migrate a web site that the company had just acquired and...

Posted to Dave Mellors (Weblog) by Dave Mellors on 03-24-2007

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