Kevin D. Singleton

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Network and Systems Administration

An Approach

The role of a network or systems administrator within an organization is one that defies simple description. From electronic mail servers to virtual private networks to large-scale relational databases, the role of a systems admin provides access to a variety of technological widgets that offer endless opportunities for tinkering, learning and improving the flow of business information. Yet, there are many who feel that, properly done, the work of the "IT guy" is (or should be) invisible to the user base in the company.

I view systems administration as a customer service job. Sys admins walk a fine line keeping a user base happy, and information smoothly flowing. I have come to learn that empathy and social skills are as vital as certifications and technical skills. It can be equally important to be able to assist an anxious customer with a complex VPN client install as it is to migrate an entire Exchange environment. One of the pitfalls to be avoided is creating the perception that IT is all about hiding in a cave, playing with "toys". As those of us in the industry know, when customers or management do not know what you are doing, they may assume you are doing nothing. The smart sys admin will take advantage of every opportunity to be visible to his customers.

Managing a computer network presents challenges that appeal to a certain demographic. Not everyone wants to go to work, every day, and wrestle with operating systems, applications, finicky hardware, and the many pitfalls of network communications. I happen to enjoy the "mechanical" aspects of convincing computers to behave, but, ultimately, it is helping people that makes the work interesting and fulfilling.