Sometimes it’s the help-desk pro yelling, “Help!” Shakel Ahmed, now a mentor, cybersecurity career advisor, and founder of insights blog CyberDesserts, remembers a time early in his IT career—some 20 years ago at a software vendor’s help desk—when he wanted to assist a client trying to upgrade their email server. Then, the server crashed. “I’m trying to look around at people that are on the other calls, colleagues, and trying to get their attention,” Ahmed said. He recalled thinking: I’m drowning here. I need help. Time for the lifeboat.—BH |