Job Q&A

Kevin Carmichael, Senior Technician at New Age Computing
by Kendra Lott
[More Job Q&A's]

Like many technicians, Kevin Carmichael didn't take a direct path to his current position -- senior technician at New Age Computing in Johnson City, Tennessee. While doing coursework in computer science at Pierce Community College in California, Kevin took a sales position at Kinko's that included training. Copier sales led to work in computer sales for Gateway, which in turn led to work in computer technology. These days, Kevin both sells and services all types of new and used equipment, and his technical responsibilities range from building new systems to doing repairs.

Monster.Com: Has your college-level training been useful in your work?

Kevin Carmichael: Absolutely not. Other than establishing basic logic, it was completely worthless. Only actual working experience can make you a seasoned technician. The easiest way to learn how to fix a computer is to break one in half and fix it.

Mc: Have you received other formal training?

KC: New Age requires A+ certification -- which is a program with worldwide recognition and local testing centers -- within 90 days. This serves as the foundation for all the basic skills you might need, and most operations require this certification. If I hadn't passed the tests, I would have had to remain a tech assistant at a lower wage.

Mc: What differentiates the service that smaller companies like New Age provide?

KC: The larger firms have limitations. Building 10,000 computers a day requires a set formula. It may seem as if a company like Gateway has a whole slew of options, but they can't do anything truly custom because they're limited to their own products. We're independent, however, so if it's available, we can build it. Also, with a bigger company, a customer service rep typically acts as an interpreter between the technician and the customer. I deal with my customers directly, which can be tricky because I have to pass knowledge onto someone who doesn't speak the language; but my customer gets better service as a result.

Mc: Are the customers that seek help from an independent source typically more computer-savvy?

KC: We get people who don't even know how to turn their machine on to those who know as much as our guys in the back. It's definitely easier for us when people can be extremely specific about their needs.

Mc: If someone is that knowledgeable, why would they need you to build their system?

KC: Often they lack the hands-on expertise. Also, it can be time-consuming to order parts, and if you have problems, you might need to work out a return situation with several different individual vendors. Whereas if I'm doing the job and a part is faulty, I figure out why it doesn't work, deal with it then and there, and handle the return.

Mc: How has the customer changed since you first entered the business?

KC: People are now making their second and third PC purchases, so they have a greater understanding of what they need.

Mc: What do you like most about working for an independent company?

KC: Fixing the problem. If you have a system with the major venues, they go with the format that is most cost-effective and easiest for them, which is to reissue and reinstall. It's more satisfying for me to be able to fix something rather than just replace it.

Mc: How do you keep track of the latest innovations?

KC: New Age has internal resources such as MicroSource, which is a relatively high-dollar CD-ROM that has all kinds of real technical information. I also browse www.microsoft.com and www.driverfiles.com, which has the software to run any hardware out there. Additionally, I read PC Magazine, PC Gamer and PC Accelerator.

Mc: What advice would you offer someone looking to become a computer technician?

KC: If you don't want to eat, breathe and sleep computers, then find another line of work. I stopped to buy gas on my way home recently, and spent 15 minutes answering computer questions. But clearly, I enjoy what I do.

Mc: Where do you see the service industry heading?

KC: As they initially did with Internet service providers, first-time users start off with the heavy advertisers. Eventually, however, a great number end up with businesses that provide a local number for service rather than an 800-number. There's a lot of people like me out there saying, Here I am, I work over 50 hours per week -- call me.