Shulou(Shulou.com)06/01 Report--

Technical support engineer

Catalogue

1 order 3

2 pre-sale 3

2.1 Company 4

2.2 customer 5

2.3 Project Analysis case 5

2.3.1 inadvertently insert willow 5

2.3.2 it's always right to do more. 7

2.3.3 intentional intention may not be 9

2.3.4 Summary and comparison 10

3 after-sale 10

3.1 companies 11

3.2 customer 11

3.3 Project implementation case 11

3.3.1 newcomers to 11

3.3.2 unknown boundaries 11

3.3.3 standing on the shoulders of giants 11

3.3.4 Summary and comparison 11

4 conclusion 12

Document information

Document name Technical support engineer

Version number V1.0 confidentiality level

Producer Liu Kaitao review person

Scope of application

Diffusion range

Distribution control

The main relationship between numbered reader rights and documents

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Version history

Description of the producer of the version number creation date

V1.0 2018-11-4 first draft of Liu Kaitao

Document declaration

If there are any errors in the document description or record, please contact the author to correct them. Colleagues with different ideas are welcome to communicate.

Contact email: 980985848@qq.com

1 order

The reason for writing this article is just to summarize my past work. I have been in this position for more than 6 years, and I have some experience. Just like French philosopher Sartre's understanding of consciousness, everyone's consciousness is accidental. Because of this, I will interpret this post from my own point of view, and I also hope to be affirmed and negated by you. In the negative, I hope you can provide valuable suggestions to improve the quality of the position, so as to facilitate others to have a better qualitative and understanding of the position.

For the interpretation of this position, I will interpret it from both the company and the customer. Technical support engineer literally means to provide services to customers through technical understanding support company. This service can be a real product need or a non-product technical consultation. In order to meet the needs of this service, then engineers need to provide the necessary technical support in this service process. In fact, there is already a qualitative nature for this kind of technical support network, which is divided into two aspects: pre-sale and after-sale.

2 pre-sale

In terms of project management, pre-sales belongs to the start-up phase of the project in the five project phases (start-up, planning, implementation, monitoring, and ending). What the project start-up phase needs is to provide purpose and motivation for the whole project. The phase of project planning can also be classified as pre-sales work, which is good for project implementation and project closure. Of course, the personal experience in pre-sales is not very rich, please point out what is wrong. To provide the purpose and motivation for the project, you need to understand the company's products or services at the company level, for example, your company buys traditional network switches and routers, and you don't know this product or what it is used to do, let alone promote it. At the customer level, we need to understand the corresponding industry standards, as well as the business content of the customer. The industry standard is to provide the basis for our services, and to understand the customer's business content, you can provide communication needs with customers at the understanding level, analyze customer needs, and provide the necessary motivation for the project. To communicate with users, there are necessary language and text communication, and language communication is necessary, because the cost of communication between the two sides is relatively low, reducing the cost of analyzing and understanding errors, common ways of communication, product ppt explanation and other forms. Text communication takes more time to sort out, and the general demand point is relatively clear, mainly in the form of plans, bids and so on.

2.1 Company

Just like people, you can't know what you can offer to others until you know yourself. Your company is your work platform, first understand and understand the situation of the company, you can provide services to customers in the name of the company. The simplest understanding, through Baidu about the company name, look up the company profile, understand the company's past and present, when you enter the job, the company's induction training, will also introduce you to the company situation. This situation generally compares the company's qualifications with the company's past and present, as well as the company's vision (that is, the company's future). This is the understanding of the company, which may not mean so much to the individual. Most people are concerned about the company's financial reimbursement. After you understand the big aspects and direction, you can understand the purpose of the company and the characteristics of the company, which is the reason for the existence of the company. Next, we need to understand the organizational structure of the company, so that it is convenient to write bids and find materials in the future. the necessary information is rarely in the same department and requires the cooperation of personnel from other departments. this is a problem that it is easy to get if you are familiar with the grass-roots staff of different departments, but you are not familiar with it, and you need to coordinate through your leadership, so the cycle will become very long. Especially if you write tomorrow's bid today, the time to obtain these materials will be very meaningful.

After grasping the big aspects of the company, it is the understanding and understanding of the company's services and products, and personal learning needs to understand these things, which is also the embodiment of your value in the company, combining the company's products and services into the needs of users. So you need to know about the company's products and services, so how to understand it?

It can be done in several ways, because the project is the thing or point that connects the user and the company, so the most direct and effective way is to enter a project by yourself, through the project landing process, to be familiar with what the company's products and services can provide to users. In the absence of leadership guidance, it is easy to happen the following things, the slow progress of the project affects the image of the company, and individuals are confused about what to do next. So we need to sum up the experience and lessons of this project in order to improve our understanding of the company's products and facilitate future design and communication with users.

Secondly, through the company's project data, the previous company's project summary documents, programs, etc., analyze from the project data, extract the available documents to facilitate their own use, and so on. Some of the team's simulated environment tests are also a similar way of learning, close to the actual situation.

Another kind is the company's internal training, this kind of internal training is generally product-based training, introduce the company's product functions, let employees understand the function of the product, product market positioning. Of course, there are also cases where colleagues share work cases and break down the project operation process. Both training processes are mainly based on push communication, so subjectively speaking, personal absorption is relatively less, which requires continuous running-in in the follow-up work process, but the latter training content is more attractive because it is more close to reality.

It is precisely because active learning is faster than passive learning, so when engineers in the project, there is project pressure to promote individuals to take the initiative to learn will be faster, very often, the company is also afraid that recruits will damage the company's project, so there will be more ways of passive learning, so we can only take the initiative to understand the necessary materials and content with a positive attitude. In fact, after taking the initiative to understand, there is a situation that things do not need to be forgotten quickly, so what should we do? Individuals have a stupid way to organize data, rewrite their own, write a new technical solution or document, in the process of writing, they will take the initiative to understand and transform into their own things. Of course, it is feasible to organize it into a ppt for presentation, or to test it in a company simulated visit environment.

2.2 customer

The advantage of language communication lies in fast communication, fast feedback and low cost, so in most cases, it is mainly in this way, corresponding to its low credit at that time, it is best to form a written agreement after reaching an oral agreement to protect the interests of both parties. The first thing to communicate with users is language communication, so you need to stand with the users quickly, which requires you to know something about the industry and the environment they face. Most of this knowledge comes from company information, and of course you can accumulate it yourself. If the user is willing to communicate with you, it can show that the user has a need or wants you to help him mine the demand. His needs need to be analyzed by the actual business situation and responded to by product testing or other means.

When the user needs are clear, the user also trusts you, at this time should be a text exchange documents, such as test reports, technical solutions. Technical solutions or test reports provide customers with motivation to set up projects and sometimes need to provide motivation for customers, which comes from the point of demand. If it goes smoothly, the project will enter the bidding stage, and whether it can win the bid depends on the degree of agreement between the tender and the bidding documents.

2.3 Project Analysis case

2.3.1 inadvertently inserting willow

Just graduated at that time, just entered a security company, because just graduated like a blank piece of paper, to the society to study, the understanding of the company is limited to the company profile. This is really awkward. I didn't care about it at that time, so I wanted to use the technology I learned in school. For the company's product learning, from with the company ppt, the company training video these ways, muddled in the company for 2 months, probably know the user public security industry called order 72 specification documents, as well as ppt on the customer's business needs, but do not have the ability to contact people, so that it is correct, there is no in-depth understanding. In an opportunity to send out on a business trip, young people feel that it is good to go on a business trip, but also learned a lot, subjective understanding of customer business, and combined with practical operation, understand what demand the company's products bring to users. Customers' business includes video traffic, bayonet traffic, hotel population information and so on in Ping an City. These platforms have front-end platforms that provide necessary security protection through the company's data exchange scheme and video exchange solution. The data is split in various forms, transmitted into the intranet, and then integrated and displayed internally. Through a deep personal understanding, extract the necessary elements.

Here to analyze this learning process, 2 months of passive learning, see the concept or hear the training video of the trainer, you just know that it is difficult for an individual to imagine this business situation. When you are in the project, you contact all the relevant personnel, because you are also an important part of the customer's business needs, this link needs to understand the front-end situation, back-end needs, complete docking, of course, one more question, you can understand the whole big business. This can be used as capital to communicate with the public security of other cities and cities in the future to find out whether the user's business is the same. Even if there is no similar demand, it can also bring users closer to the user. Give users the impression that you know a lot about the industry. Decree No. 72 of the Ministry of Public Security can be used as a basis for scheme design.

The No. 72 order of the Ministry of Public Security is the safety standard of the Ministry of Public Security. in the direction of security, there is the Network Security Law, which provides units to implement the basic requirements of security, and also defines penalties for violations of the law, so as to enhance the motivation for the landing of safety norms. Iso27001 safety standards, grade protection, etc., which provide guidance on unit safety. Why do you say that? Such norms and standards are summarized by various enterprise elites in the same industry according to their own enterprise construction for many years, and then after running-in in many ways, they can be regarded as the essence of the essence, but they may not be in line with the actual environment, so they can provide a guidance basis, the actual situation, the need for objective analysis of actual business, combined with norms and standards to find out the needs for security reinforcement. The scheme provided in this way has a practical basis, meets the actual needs, and provides the necessary motivation for the project to move forward. Take an inadvertent thing as a discussion point.

Xx prefectural and municipal public security bureaus are our regular users, who have enough trust in the company and engineers to analyze and help users improve security protection from the business needs. This regular user network gate product inspection, so call the user in advance to determine whether the user has time. Arrive at the scene on the same day, test the operation of the equipment, and understand the corresponding business of the user network gate, the user describes the use of the network gate service, the feedback is good, it is a bayonet service. As I have a better understanding of this business in the face of users, detailed business process interaction talked about, the scene cut into is very good, not to mention the real business. We also talked about the recent cases of other municipal bureaus, the same bayonet business, which evolved into boundary access on the basis of the original network gate, and also helped users to upgrade from a single product to a plan. the cost has increased, but it can be optimized to the same scheme with other businesses, and can achieve more comprehensive security protection, and can also better respond to the requirements of order 72. The main purpose here is to make a comparison, put forward the advantages and disadvantages, let the user think and make the judgment, the decision is still in the hands of the user, and also provide the basis to tell the user that this way is compliant, these are the motivation of the user to do this project. It is also pointed out that other municipal bureaus have done the response to this project. If there is a competitive relationship with the municipal bureaus, the leaders will have the motivation to promote the project. However, it still provides users with the first impression of the project, and if you have an impression, you will have the opportunity. Before long, users contact us to communicate with us on this data platform, which can be communicated in different ways. We want to be comprehensive in the way ppt products are preached, and we can also find users' points of interest. Later reflection, in fact, the environment is doing, so before the user also helped us in a specific meeting, the leader knew that we could do this, so they were interested to know about it.

In fact, the publicity of the plan is not smooth. First, there is no much practice in the first place, and second, it is quite nervous. In the face of people in the entire department, there is still some pressure. However, due to the promotion of the general environment, users want to see how the actual use is. The scene promised to find a testing machine to test. So there is an opportunity, originally thought to be a waste of opportunity, but ushered in a new turnaround, the problem is, where to apply for the test machine, its own branch does not have extra equipment to do testing, then it needs the support of the company. Omitted here, there is a testing machine to do the test, the need for testing is because the customer's own needs are also relatively vague, through the test can be done to land, a clear direction. The testing process is not easy, because the original business needs to be adjusted, that is to say, the data transmission mode of the previously built bayonet business system needs to be adjusted. As a business manufacturer, it must not want to change on its own. If you want to change your side of the factory, it will be better if you don't need to change yourself. In view of the analysis of this situation, in order to compare the differences in business transmission before and after, the original mapping can not test the effect of physical isolation, which can be tested now, and can also be used as a demonstration point for other follow-up businesses. of course, users should also be informed of the existing project plan to ensure the feasibility and compliance of the scheme. Compliance is the point that users consider, so we confirm with users after analysis, of course, we have also considered and can implement without changing the data transmission mode of the business system, and this solution will also be made clear to users and let users make judgments. It is clear that those things are what we can do, and those things that cannot be done are very important. It is a matter for other manufacturers to modify the data transmission mode of the business system, which needs to be promoted by users, not by us. What we can do is to analyze the needs objectively. After that, the user will push the bayonet manufacturer to make changes, and the scheme will be implemented. There are other problems in the whole testing process, which are not discussed too much here. When the test is done and the plan is executed and documented, users need to recruit the products they need by way of public bidding. At this stage, you need to write a tender to bid. The user's request for bid inevitably has a certain tendency, because after the test is completed, the user will use the test scheme as a reference to do the bidding document, which can improve the score of the bid. the comprehensive score is the score of business and technical qualification, and the price also accounts for a large proportion, which is not discussed here. The development of the project is also smooth.

2.3.2 it's always right to do more.

The recognition of a person's skills is often linked to age. So when doing things with older people, the first reaction is that older integrators or customers don't trust you. This mistrust can be felt from the first time you talk.

At that time, I was a relatively small integrator company, but the customer I worked with was a well-known local large enterprise, which acquired Hotel Shangri La Santa Monica, a five-star hotel. Because this hotel is also relatively old, users bought it back to tear it down and rebuild other hotels. Users reconstruct Hotel Shangri La Santa Monica according to the building, with the main building as a hotel and the secondary building as another hotel. The interior of the hotel is transformed, which includes the network transformation, and our cooperation is the network transformation. The company assigned me a post-90s young man to talk to clients and project contractors. Youth means lack of seniority. Lack of seniority will form mistrust. The overall idea of the user is the network reconstruction of the auxiliary building, the original network is used in the main building, and the network equipment continues to be retained. The first time I talked about this matter, the general contractor invited an operation and maintenance expert to preside over it. I also talked about this process for more than an hour. I also put forward my own views, and there were reasons, but the users and the general contractor did not adopt it. Because the interior of the floor has been rebuilt for a long time, the network scheme design and discussion have been discussed several times, but it has not been landed yet. after all, the staff of the general contractor are all pre-85, and customers have had them for 79 years. Although they do not know much about the network, they do not trust the views of a young man born in the 1990s, and there are no results after many discussions.

The project has taken a turn for the better, no matter how the project is discussed, it is also necessary to check the operation of the equipment in the existing network. Stepping into the original computer room of Hotel Shangri La Santa Monica, the design and operation and maintenance of the computer room are very standardized. If you see the equipment, you can judge that there is a certain age for the construction of this computer room. Firewall, ips, router use cisco, the server is Hewlett-Packard, these two also seem to be very normal, the network switch is Nortel, heard correctly, is the bankrupt Canadian company Nortel. To check the availability of the equipment, you need to determine whether the equipment can be used properly, and who will do it? Originally, the customer did it, but due to the problems of the acquisition, the original technical personnel were also lost. The existing technical personnel did not understand all the equipment now, and they only left documents before, and they did not know how to deal with it, because the equipment was too long. I couldn't get in touch with the construction company at that time. At that time, I made a risky decision, that is, I will make the inspection and judgment. The reason is very simple. If everyone doesn't understand, just find someone who doesn't understand so much to understand it. I also think we should take the job and do a good job to win a sense of trust. If you don't do it well, the situation won't be any worse.

For Nortel equipment processing, it is also my honor to see this kind of antique. I would like to talk about my way of thinking, because it is also a switch, so the basic functions of the switch also have, exchange to understand the actual use of the situation, understand the functions of the product, which is based on the concept of basic network knowledge as the basis for testing. The second part, first from the document view, the tragedy is that only login user password, leaving no other information, the command library can only go to the Internet to view, although found, but also made a record, the actual equipment command library also has many differences, can only be passed? This command also has its own estimate of the meaning of the sentence, and the meaning of the device configuration is probably understood through this series of work. Next, command test, and now access the device to do the configuration, test whether the command configuration is consistent with the idea, try more, synchronize and understand its command meaning. According to all the devices are logged in, after getting the configuration, according to the configuration information, improve and draw the network topology diagram. Talk with customers and contractors with the first draft of the existing network topology map to verify whether the understanding is correct and the status quo research has been completed, which has also won the trust of customers and contractors. I think I should be an expert on the network and can solve problems.

To do more extra things, you can promote the development of the project in a direction that is beneficial to you. Later, a network topology diagram is divided according to the needs of users as a reference for the project. Because the new hotels join the InterContinental Group, it is necessary to refer to their management standards. During the negotiation and discussion, we will not talk too much about all kinds of bizarre problems, but the result is good. The general plan is to refer to my topology. I would like to add that this project is quite special, especially when I entered, this project has already been carried out, the network is only a small part of this big project, so there is no bid opening, just supplement the procurement contract.

2.3.3 it may not be possible to have a good heart

The initiative should be, but sometimes you will find that the customer seems to have the intention to cooperate with us to do something and want to promote the project, but when the key points of the project, the customer does not want to push forward, but wants to return to the early stage of the project and retest the product. Requirements mining.

The test of this project is about the xx hospital and the information department. In the early stage, the sales call met, talked about the company, talked about the demand, talked about the project, and talked about the corresponding medical projects, such as the hospital's internal cloud data backup plan, prevention and control side, lis system operation and maintenance, hospital internal terminal control, etc., taking the actual case as a cut-in to guide users and resonate. After the case is discussed, the user has completed the grade protection and the evaluation has passed. However, there are equipment operation and maintenance products for internal lis, his and imaging systems, but they do not meet the expectations of users for the time being. After in-depth communication, the leader of the department is to manage the hardware products, corresponding to the software department, the software department is linked to the business system, but the equipment operation, the system login requires the hardware department staff to nod. Because users can provide approval for purchasing operation and maintenance control products, but can not provide multi-level approval. This will also happen, the business system manufacturer develops the system, needs to log on needs the device or the system, this needs the hardware department authorization, but the hardware department does not know whether his behavior is needed by the software department. So offline you need to consult the software department, confirm it, and then give it approval. This process involves a large number of personnel, and the hardware department and the software department have a lot of things to deal with every day. Offline communication is inefficient, and it takes a long time for the software department to reply. After the reply, the hardware department takes a long time to approve the authorization. This is a waste of time.

After analysis, this project can be motivated by the real needs of users, and the product function can be promoted. The first time is oral communication, the trust of users to us is not very high. So in the follow-up, add a product introduction, plus a product function demonstration to make it clear whether there are other demand points for users. PPT preaches that it is so conventional that customers are not very interested. After all, he is already using the operation and maintenance audit product, and generally knows all the functions of the product. So quickly enter the product demonstration function, the demonstration is to return to the company network through teamview, and demonstrate in the environment built in advance by the company. In this environment, the company made the operation configuration beforehand, and after the demonstration, the users raised a lot of doubts and communicated with each other on the spot. However, there will still be differences between the demonstration environment and the user's on-site environment, so we need to go further, apply for a test machine, and switch the operation and maintenance audit work of some businesses to the test machine, so that it can be replaced in line with the actual situation. The progress of the project is carried out step by step, and the application for the testing machine from the company has also passed. The test machine, deployed on site, completes the basic deployment and operation, and then roughly synchronizes the operation and configuration with the user. It is not suitable to do things in too much detail here, because we are not familiar with the user concerns and the actual application situation. Users are not familiar with the equipment, so after roughly deployment, they are pulled to the WeChat group to communicate with each other, and those who do not understand the operation can also respond to the solution. After the deployment of the test machine, users also test a lot of functions, and after two weeks, the general functions are also configured. At this time, sales and technology work together to understand the completion of user requirements, in fact, they want to push forward the next step of the project. However, users raise new questions and answer them one by one. You can adapt the function to deal with new demand points, such as offline approval, and users want to approve mobile APP. This new feature is not available for the time being, but we have SMS offline approval feature that can also achieve similar results. However, users take a tough position and do not want to back down. There are a few minor problems, which will not be mentioned here. We face these problems squarely, list the user demand points and product test results one by one, form a test report, confirm to the user, and the purpose of confirmation is to control the demand point. for those who do not meet the need to coordinate the needs of the product department and users, we adopt the strategy of meeting the pain point demand first, and as for other auxiliary needs, it can be optimized. The aim is to get into the next step of the project as soon as possible, but the thrust is always not enough. The project has been in this lukewarm state, after reflection and analysis, what can be done at the technical level can be done, may be other levels of work has not been done well, which requires sales through other channels to understand, did not understand the reason at that time, the project was temporarily shelved.

2.3.4 Summary and comparison

The three cases cited by individuals are from unintentional pre-sales to intentional promotion of project pre-sales work, from unintentional insertion to intentional promotion of the project, but part of the pre-sales work is the promotion of the technology itself. part of it still requires the customer relationship of sales to be in place, both of which are essential. If you want to engage in pre-sales work, you must have the enthusiasm to promote the project, provide the necessary motivation for the project, but also constantly analyze, provide the necessary motivation for promotion, this motivation refers to the technical level.

3 after sale

After-sales work, I am exposed to the after-sales work is mainly the implementation of the project, the operation and maintenance is mainly carried out by the personnel of Party A, and the handover between the operation and maintenance personnel of Party An and the project also needs to be considered, just as pre-sale to project implementation is also a project handover process. Project as a link between the company and customers, pre-sales work to promote, program and bidding documents on the ground, contract signing, provide guidance on project objectives, has done the basis of this project. Project completion time, from the company level, hope as soon as possible, save manpower costs, cost recovery is relatively fast. Not for the customer, for us, it may be a project, for the customer, it may be a small part of this year's big project, related to the later implementation. I would like to add here that the fast completion of the project is good for customers, but sometimes you can feel that your expenses are not proportional to what you get. Because of the possibility of this kind of psychology, it is very important to grasp the expectations of users.

3.1 Company

In the implementation of the project, a mature project company can provide a lot of help, such as documentation, project process and so on. A mature project company, whether it is an integrator or a manufacturer, has done most of the projects, and each project will leave the necessary documents, which provide guidance for subsequent project optimization and project process implementation. In a company, it is good to browse through the company's project documents. You will understand the entire implementation process of a project. Of course, it is normal not to understand it at first, but you can provide guidance for existing projects, starting and imitating step by step. Until the project is finished, there will be no confusion about doing the project, and you don't know what to do next. The company's project document, can provide a document standardization, this standardization, it is convenient for you to communicate with others, others read your project document, with this standardization, he will know how to obtain the knowledge he wants to know.

Company project information can provide guidance to improve the efficiency of project implementation, the project landing still needs individuals to achieve functions to meet customer needs. Project implementation for individuals, need to understand the implementation of product functions, so how to do it? Here the integrator and the manufacturer should be talked about separately.

You work as a technical engineer in the integrator, then you can achieve the function of the product in the following ways: 1, big brand manufacturers, his technical documents will be available on the official website; 2, there is an agency relationship between the integrator and the manufacturer, and you can obtain the product operation manual from the technical personnel of the upstream company; 3, technical forums, such as 51cto, it China, csdn, Swan Forum, forums where different manufacturers are located, etc. Integrator agent products are often more mature, so corresponding to my operation manual and configuration case, has been written. After you have obtained the product information, the second step is to verify it. Why to do verification, because some operation document sharing, in fact, the sharers did not verify, take it from other places to earn points on the forum. The version of the product is also part of the reason, and different versions have different configuration steps for the same function. This verification process requires a real environment: first, sharpening the knife at the user site is not recommended, but the cost is low for the company; the second is to build a type of environment within the company. the technology is operated step by step to improve the operation ability of the technology. Third, through the simulator given by the manufacturer, through the simulator to do the operation, this is a compromise, but the drawback is that some functions of the simulator can not be simulated, the functions supported by hardware can not be simulated through the simulator. It is recommended that everyone modify the operation manual once after operation, so that they can turn other people's things into their own, but often technical engineers find this step a waste of time.

There is a difference between working as a technical engineer in a factory and an integrator. He can get an operation manual for mature products from his colleagues within the company. Someone has written and landed the project. For immature products (conceptual products already have a prototype), the product is in the stage of perfection? This requires the technical engineer to compile a general operation manual according to the product design concept of the product department. The design idea of this operation manual is like this, from the introduction of the pre-sales function to set the outline, after the outline is completed, the next step will begin to decompose, the basis of decomposition starts from the interface of the product, and then verified step by step. After verifying each function, the technical engineer began to write an operation manual with the idea of project integration, rather than a function description manual. In this way, there is a general framework for the implementation of the product function, so that the project can be implemented.

The function knows how to achieve, which needs to be combined with the corresponding pre-sales documents to do project planning. Product to cycle, implementation environment, function implementation, test basis, etc., can be used as part of the project plan. It is not recommended to be too detailed, which has fault-tolerant space. Because often signed contracts, there is no clear definition of user needs, the main sources and user business needs are ambiguous.

3.2 customer

The implementation of the project between the company and the customer is very important to the customer, and the project workload which is often expected to be vague with the demand boundary is unusually high. It is very important to control customers' expectations of the project, which requires the interpretation and implementation of bidding documents, demand plans, signing contracts, test reports and other documents. These documents need to be approved by the user, that is, the user signs his name on it, which can be used as a basis. When the user's needs change and go beyond the original contract, they need to be renegotiated, the goal of the project has changed, and the workload needs to be reassessed. With a defined basis, users can consider whether to do or not to do, not to do according to the original plan. If we do, whether or not to charge is one thing, we need to let customers understand that we do the work content, this kind of service is limited. There is a normal expectation of spending a certain amount of money to buy more services, and controlling this expectation needs to be suppressed.

3.3 case study of project implementation

3.3.1 A newcomer

When I just graduated, I didn't know much about society and work. It is rare to enter an IT company, and the journey to engage in the project begins. Young just graduated, a person in the city of Guangzhou, so do not have an aversion to business trips, did not expect to start a business trip, do project implementation work. Because I don't have much work experience, I only learn from school about the principles of technology, I am very strange to the project, and I don't know how to plan. Fortunately, with leadership, the implementation of the project is naturally slow, but I feel good about myself. I was impressed by the implementation of the project for the first time. I may have encountered too many nails and began to get confused as soon as I encountered a problem. I didn't know how to start, asked and thought more, and things were done slowly.

It is a blessing to suffer losses, and experience is extracted from experience. In terms of user business, Ping an City Electric Police business, card port, video analysis platform, GPS platform business display, collaborative traffic case handling and other services have some understanding. Every day with different manufacturers, listen and see more naturally understand, and data, video exchange have to go through my side of the products, so we need to analyze its business data transmission, negotiate this transmission mode to promote data transmission compliance. There are a lot of problems with data and video platforms, so I'll share a specific problem.

The problem of the data platform is that there is a large amount of data and too many files. At the beginning, I also know what is going on. The main reason is that after users check the business system, they can only check the day before yesterday, and the longer it takes to find it, the farther the data can be queried. I just summarize the phenomenon and give feedback to other people in the company, hoping to use their experience to help me solve it. After that, the R & D and docking of the product department, I will feed back the information to him, he makes the judgment, and his judgment is verified by my configuration on the spot. In this way over and over again, slowly also learned the means of verification, in fact, because the bottom of the product is Linux, familiar with Linux query commands can be used to check the reasons. It is judged that the excessive amount of data leads to high memory utilization and the need to increase memory; the number of files is too many, and the concurrent number of devices is difficult to support; solution 1, replace the device; 2, a large number of front-end files are compressed, and then decompressed to the internal network; these two problems and solutions tell users to make judgments, which are also carried out later. Compression and decompression are executed through scripts, and memory is increased to buy. In fact, there are still a lot of problems, but without much discussion, summing up most of the work is actually in exchange and verification, because of lack of work experience, can not judge and do verification, but after learning, will also begin to check the data, verify ideas, but this stage is not aware of the importance of controlling project communication, just for the initial stage of project implementation, find resources to deal with problems Start to improve yourself in this respect because you are aware of the need to deal with the problem.

3.3.2 unknown boundary

After a period of project implementation, the implementation encountered more and more problems, but the more handy it is to deal with it. In the case of a relatively simple project, when the user himself is very clear about the requirements and the associated business system is relatively few, it is relatively simple to concentrate on dealing with the problems in the project without planning and not defining the project boundary. however, in larger projects, because the project business is numerous and the project situation is more complex, this situation has a pre-defined boundary when signing the contract, and the project execution is based on the terms of the contract. It makes sense to plan and implement the project. However, this is all after the event, Zhuge Liang, the project shared here is a composite shopping mall with an area of more than 14000 square meters. Apart from the mall infrastructure, the others are contracted by the general contractor. The general contractor is not familiar with the network, and is familiar with video, BA and access control. Users have self-built POS system, WIFI system is contracted by Mobile, and all cable networks are built by our company.

Full of confidence, a slap in the face. Work according to previous project experience, the equipment arrived, the environment has power supply, wiring in place to start door-to-door implementation of the project. Just arrived at the user site, in addition to the computer room decorated properly, other places are concrete walls, unfamiliar people can not tell the difference between that and that. Due to the large number of equipment, the general applications are classified in advance, including office network, intelligent building network, POS network and wireless network. The master package has CAD drawings for each floor equipment. Before implementation, plan and manage the IP network segment in the field, prepare the configuration script, and manage the equipment in batches. After the equipment is on the shelf, the network connectivity is tested, and the original design of the floor and convergence is an optical port. due to the limited optical fiber of the line, the equipment is adjusted, and some of the equipment needs to be configured as an electric port to run the electric well with the computer. Network loop, enable MSTP, optimize lines, optimize the configuration of some ports. Of course, there are also weak electricity problems, long lines, serious signal attenuation and so on. Only focus on their own network problem handling, took two weeks, seemingly basic configuration, need to optimize a lot of places. Of course, such a large network, the program provides a management and control platform, after the deployment of the management and control platform, will be known online equipment monitoring, not online equipment, follow-up configuration supplement.

Business access, a variety of problems began, because there is no boundary, so the problems will shift the responsibility to each other. To help the general contractor deal with the problem, it is very important to define the problem, because if you help the referee analyze and define the attribution of the problem, the referee's decision will favor you. However, this analysis process is more objective. For example, the video platform uses Haikangwei TV, and the video stream starts to flow to the video platform. After a power outage, suddenly a large area of video stream you can not see, is it the problem of the network, or the problem of video gun? The main problem is strong electricity, there will be no problems if there is no continuous electricity, and the general package will not think so. At this time, it is necessary to objectively analyze and judge what problems the power outage causes. On the topology diagram, identify the problem video gun, from the device to the link, and finally to the terminal, and test connectivity step by step. After you have determined the connectivity, disassemble the video gun and find a problem. The IP configuration of the video gun is not saved. After the problem is defined, you need to come up with a solution to simplify the workload of the total package. The switch closes the port and opens one by one, so that the video gun can be configured remotely in the computer room. There are other business systems, and the general idea is the same as above. Here, you should remember the whole inspection process, and the person looking for the general contractor will follow you. On the one hand, there is a basis for doing things, and on the other hand, when you need to coordinate the personnel of other manufacturers, the general contractor will carry weight. After completing the investigation, a document will be formed and given to the general contractor.

3.3.3 standing on the shoulders of giants

The normal way of thinking is to learn only when you encounter problems, and only when you are in immediate pain. Do more projects, read more project management books, I personally also took the PMP, it is not recommended that you just enter the profession to take these certificates. A lot of certificate certification, to ensure that you have this skill, you need to have a real environment to do running-in in order to make the certificate valuable. Cyber security practitioners can learn from CISP/CISSP books, want to understand this idea, and see if it matches the job before certification. Standing on the shoulders of giants, in addition to their own project management study, the company's project implementation documents can also provide more practical operations, sometimes the company can only rely on individuals to complete the project summary and accumulation.

Based on the management system, before the implementation of the project, we need to check the bidding documents, pre-sales plan, contract, clear project objectives, aspects of the plan. If there is no documentation, there are other ways, first communicate with the user again, first reach an oral agreement, you can make a text statement to clarify the objectives of the project implementation, this process is very necessary, for you to implement the project definition work content is very helpful, for the user, he will think you are professional. After the project goal is clear, it is the basis for decomposing the work, which is the project contract, project list, project plan and project requirements. Companies have implemented similar cases is better, direct application, often less. Break down the project work, estimate the working time, and list the situation into an excel table. After completing these tasks, analyze the possible risks.

Here we share a case of implementing an enterprise's computer room, providing customers with two servers, a backup device, a shared storage, a firewall, an Internet behavior management, and multiple anti-virus wall installations. As the preliminary work is done by other colleagues, now I take over the implementation, after reading the contract and bidding documents, I did not find the project construction goal. I learned through sales that the original computer room equipment of users is relatively old, so this time the computer room equipment is basically repurchased. It is necessary to understand the original business situation, so we asked customers to understand the original business situation and reached a consensus on the application planning of equipment in the new computer room. for example, Internet control employees can only use nails, the original server virtual into virtual machine migration, and so on. According to the exchange, I made it clear that the goal of the project is to replace the old and new computer room business, and to adjust the equipment function based on the use of the original computer room business. Starting from the gateway equipment and server farm that directly affect the business, to breaking it down, most of the work content and time estimation are completed with reference to the company's project implementation documents. The follow-up implementation of the project will also encounter a lot of problems, such as defining responsibilities, minor problems, and seeking support from colleagues.

3.3.4 Summary and comparison

In three cases, the general situation is from confusion to orderly planning and slow implementation. Because of its temporariness and uniqueness, the problems encountered in the implementation of the project will be different. After each completion of the project, you will summarize the project process and gradually encounter fewer nails. When you are aware of the problem and deal with it, next time you can solve the problem in the same way, the efficiency will be improved.

4 conclusion

This article is based on personal experience, there is a certain degree of contingency and one-sidedness. I discuss from a personal point of view that technical engineers need to face problems and deal with them. Because everyone has different experiences, different seniority and different point of view, I also believe that there should be a better understanding or a more unique interpretation. Welcome to talk together.

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