The real trick is to make everyone think that you believe their system is the most important, no matter what the circumstance.

No matter what the time of day, no matter what the system, you will hear at some point, “My users are waiting.” That translates into, “I don’t care whatever else you were working on, fix my problem now so my users will stop complaining to me.”

speaking of automation, if you have the chance to automate something, then by all means do so. Nothing will free up your time faster than reducing your need to push a lot of buttons.

Part of your routine should include the review of any tasks you have automated.

While chances are your end users will expect you to be available 168 hours a week, the reality is that you eat, sleep, and probably also shower from time to time.

On the other will be your need to have a life outside of the office, which may possibly include sleep.

Support issues can happen at any time of the day or night, but usually at night.

After reading this chapter, you should develop a highly refined sense of empathy for your coworkers, or you will want to stab them in the leg with a pen more than ever.

Nobody will like it if you are right all the time. And everyone is going to want you to be right all the time. Good luck reconciling those two items.

People will always tend to blame something they are aware of but do not fully understand.