Remote Support with Jessica Deen

About Show #722

The pandemic has sent everyone home to work - how do you support them? Richard chats with Jessica Deen about her work doing remote support both before and now during the COVID-19 pandemic. Jessica starts out talking more philosophically about support work in this challenging time, with lots of patience and empathy. But that also takes effective remote communication - being able to see the person you're supporting is incredibly valuable! Ultimately effective remote support comes down to understanding the person battling the issue and working with them - like working locally, only harder!


Jessica is a Cloud Developer Advocate for Microsoft focusing on Azure, Containers, cloud, OSS, and, of course, DevOps. Prior to joining Microsoft, she spent over a decade as an IT Consultant / Systems Administrator for various corporate and enterprise environments, catering to end users and IT professionals in the San Francisco Bay Area. Jessica holds two Microsoft Certifications (MCP, MSTS), 3 CompTIA certifications (A+, Network+, and Security+), 4 Apple Certifications, and is a former 4-year Microsoft Most Valuable Professional for Windows and Devices for IT. In 2013, she also achieved her FEMA certification from the U.S Department of Homeland Security, which recognizes her leadership and influence abilities during times of crisis and emergency. When she's not doing something geeky, you can find her doing something active, most likely running out of breath at her local CrossFit gym. Yes, she's one of those! She also enjoys biking (motorcycles and/or bicycles), shooting, eating, reading, and hanging with her 5-year-old rescue pup.

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