Again, please comment in terms of-- does this person reflect your experience if you are a Domino support person? Is anything blatantly wrong? Does anyone in Germany want to give me a few more details, for example, where might she live? How would she get to work? Also note that the format is different-- and longer-- than my previous draft persona (Fred). This is because I am now using a persona template that all of the IBM software group is using.
Notes/Domino and Sametime Second Line Support
Catch phrase: “You can count on me to fix your problem””
Ida’s main responsibility: Solve user issues about Lotus Notes, Sametime and the Domino Directory, including managing Notes IDs and passwords and Sametime passwords, for her company “International Appraisal Associates”
Ida really enjoys her job because she feels a sense of accomplishment every time she helps fix anyone’s Lotus Notes or Sametime problem.
She has been a second line Notes/Sametime support person for two years. She moved up from first line (help desk) support after being there for quite a few years. The help desk job was her first job after finishing gymnasium. Her desk (and her Notes Workspace) is neat and clean.
A good day is when she has been able to track down a problem that required a little creative thinking or sleuthing. A boring day is when she spends most of it simply processing name changes or making changes to directory groups, and a bad day is when several people have really bad mail or Sametime issues and they get upset with her when their problems are not fixed.
Ida is 32. She finished gymnasium but her abitur test scores did not make her a university candidate. She’s married to Niklas (who works at a bank) and has a son, aged 3. She enjoys working with people and is good at calming down irate or upset people. She’s very empathetic.
She prefers face to face interaction because she’s a people person, however, because she has to be able to track all support calls for statistical records, she now prefers email. She loves being able to set a default to save all chats so that when someone sends her an instant message with a problem, that gets saves in case she needs to turn that into a trouble ticket resolution. Enjoys department meetings and parties because she gets to see and interact with her colleagues.
Who she works with:
- Other people in second line notes/Domino/Sametime support
- First-line support people
- Third-line support people when she needs to escalate a problem that she cannot fix
- She takes calls/issues/problems from any other employee who needs second line support for Notes/Domino/Sametime. This could range from an executive assistant an Executive or a young new hire.
She’s part of a 5-person second line support team.
The second line support team is part of a larger IT organization called “EIT support” (
- First, second, and third line support
- Several project planners who plan the rollouts of new products or upgrades
- Systems and directory administration
Generally the work environment is friendly. However, if there is a critical issue that needs to get fixed, things can get tense. Even in these situations, Ida prides herself on diagnosing and fixing issues herself when at all possible rather than escalating up to 3rd line support.
The fact that she uses Lotus Notes and Sametime all day, every day, helps her to understand and better diagnose users’ problems.
She has 2 machines in her cubicle.
- A Windows XP Lenovo laptop
- A Windows XP desktop machine with a flat-panel monitor
The laptop is for her own mail and Sametime. She’s running Notes 7.0.1 and Sametime 7.5.1. She also uses several custom Lotus Notes applications as part of her work, and she’s got Microsoft Office.
She uses the Desktop to log into Notes as a different user ID with higher access control to make changes to the Domino Directory and other Domino and Sametime related things. She has Lotus Notes and the Domino Admin client on this machine.
She has several versions of Internet Explorer and Firefox on each machine
She works in the financial industry at International Appraisal Associates, a large, multi-national valuation consulting firm headquartered in
The Company is divided into three divisions: Property tax, property records, and leasing appraisals.
They have offices in all the major European cities. They have also standardized on English as the official language of the company. The IT is centralized in
- Solve users Notes/Domino and Sametime problems as quickly as possible so that these users can get back to work.
- Create Domino person records, ID’s, user names and passwords for new hires.
- Conversely, she must also ensure that users who have left the company are removed from the Directory and their IDs are dealt with.
- Reset the Domino http passwords for users who have forgotten it. (This is for access to Sametime and for Domino Web Access.)
- For users who have lost their Notes ID for forgotten their Notes password, getting them back up and running.
- Desktop support like installation issues, interact with people who do network support. Helpdesk tickets.
- Wants users of second-line support to be satisfied 99% of the time because their issue has been fixed quickly
- Keep the Domino directory up to date.
- Move up to 3rd line support
- Not to look stupid in front of the users who need second line support
- Have management be pleased with not only the number of incidents she can handle, but also her ability to diagnose issues, and to help users in a personable way that leaves them happy rather than irritated.
Managing Notes IDs takes a long time and can be confusing, especially compared to managing usernames and passwords.
- An understanding of the Domino directory
- Basic administration of Domino
- Basic administration of Sametime
- Proficient at using Lotus Notes and Sametime
- Good people skills
- Calm, patient, and reassuming telephone skills
- Bi-lingual in English and German
- Notes Client
- Domino Directory
- Domino Administration client
- Sametime administration client
- Various file shares that contain copies of Notes IDs
Rename a user: Janie Doe got married over the weekend. She is now Jane Buck. Ida Receives notification of the name change and has to change the personrecord in teh Domino directory so that Jane Buck can log in to Notes and Sametime.
Add a new hire: At International, Ida assigns a username and a password to each user to that on the first day of work they can log into the Human resources system and fill out tax paperwork online. once the actually show up at work, then she created the Notes user ID. (They wait, because creating the user ID is more time-consuming and believe it or not, often people accept a job but then do not actually show up!)
Add a person to a group in the directory: Ida has to add or remove peopel from groups in teh directory. (This is a job that she finds very boring and she does this first thing in the morning to get it over with.) Thus, she encourages the group owners to take charge of their groups.
- Check AdminP for re-certifications and other things.
- Track down “lost mail” issues by checking the logins, going into the mail.box to see if the message is sitting as dead mail.
- Work with the third-line support on their “perimeter” mail servers that do spam filtering, antivirus checking and things, before the mail goes outside the corporate intranet.
- Work with server team if there are other issues like router issues., to try to track down where routers are failing.
Each morning, Ida gets her son up and ready for the day before she leaves him with her mother. Then she heads into work.
Once there, she checks Admin P first, and then the list of trouble tickets to see if there is anything urgent. If there is, she addresses that first, before even opening her email. She will, however, log on to Sametime first thing. Once she gets a lull in the urgent trouble tickets, then she logs on to mail and checks it.
She tends to “group up” some of the boring tasks like adding and removing people from groups, for right before lunch so that she can “reward herself” by then going lunch.
Then after lunch, it is right back to those trouble tickets until it’s time to go home. She likes Thursdays because they have the weekly group meeting then, and it gives people a break from the trouble tickets.