“Hey, uhh, thanks for stopping by.”
“Yeah, sure! Is now a good time for me to work on your device, doctor?”
The young computer technician arrived with notes in hand on how to fix the issue.
“Sure. I’ll just be reading over here. Let me know if you need me.”
“Sure thing! Thanks!”
She started clicking around on the computer, trying to figure out what was wrong. It wasn’t straightforward and wasn’t in the notes.
She felt an uneasy anxiety seeping in.
The documentation she had, and her general knowledge of the software based on some past troubleshooting adventures, said that at a particular point, the application should behave like this, rather than like the way it was acting. It was weird. There wasn’t a clear reason why it should be looking the way it was, yet here it was, just acting on its own.
“I’m going to get some coffee. Want some?”
She shifted gears back from her deep troubleshooting thought process to that of a normal person that would interact casually in situations like this. Nothing to overthink. Just act cool. It’s not like a yes or no would make much of a difference. She was kind of thirsty and had left her water bottle back at her desk. She thought, ‘sure, why not?’
The younger doctor shuffled off, which temporarily eased her anxiety, then caused it to spike. ‘What if she is venting her frustrations to her fellow doctors right now? What if she’s complaining about IT? “Stupid IT, it’s never a quick fix,” might be what she’s complaining about while getting coffee… and what if she made the doctor pay for coffee…?’
‘No! You’ll be fine! It’s OK!’
She snapped out of it and dove back in. She started from the beginning. Looked over the notes. Wrote down what she knew, what she didn’t, and asked herself how or where she could get the information that she needed in order to cure this sick patient on the office table. Then, just like that, she caught onto something. It seemed like it would work…
And it did!
Before the doctor returned, she had restored functionality, and, constantly. She tried it a few times with the test specimen she was provided and the behavior was consistent every time. She wrote her notes on where the break occurred and how it was fixed so before closing the ticket she could also write up a quick break/fix article for others.
“I brought cream and sugar, if you want it.”
“Oh, thank you! And, it’s fixed!” The doctor handed over the coffee after the technician jumped out of the chair to let the doctor of oncology sit down to validate. “Cool, thanks.” She sipped her now-sweetened coffee. “Looks great, thanks, uhh…”
“Sammohini, but you can call me Sam.”
“Thanks, Sam… oh…” “Sam, oh, hee-nee, not heinie.” “Sammohini, you’re an honorary doctor today!” “Oh, umm….” she became flustered, “t-thanks!”
“No, thank you, Dr. Sammohini!”
|Quotes:  Based on a conversation I had while troubleshooting an issue for a doctor years ago.|
|Sources: My professional experiences.|
|Inspirations: Recently having some anxious troubleshooting experiences reminded me of my highlights in attempting to overcome anxiety.|
|Related: Somewhere in the Sammohini Arc.|
|Photo: A continuation of the water theme from “Deep Dive Troubleshooting.”|
|Written On: June 22nd [30 minutes]|
|Last Edited: No edits made on July 6th. I thought I’d need to… but no.|