Equality Street

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Can you imagine being a Female Network Engineer? Experiencing wolf whistles daily, earning far less than male counterparts and making the cups of tea – Well, sorry to disappoint but this simply isn’t true. Women can rack, stack and mount just like any other male Cisco Network Engineer and are generally treated just like any other Engineer. I wanted to cause a stir with this blog by highlighting the gulf between male and female Engineers, but despite some vocal opinion in social media circles, I found more equality than inequality.

An interview with Female Cisco Network Engineer Christine Bowman-Jones (CCNA R&S) was conducted to gain a deeper understanding of a day in the life of a female Cisco Network Engineer.

What or who was your inspiration to become a Network Engineer?

I was currently undertaking a PC maintenance course whilst working in a call centre. I have always enjoyed technology and decided a career change was needed. When the course was coming to the end, a lecturer – Mike Fitzgerald came into our class to give a talk on a foundation degree – Network Security Technologies. I found the talk captivating and the enthusiasm given by Mike was inspiring. I owe the path taken to Mike Fitzgerald, he was my true inspiration and gave me the knowledge and determination to succeed.

How many females did you have in your University/CCNA Classes?

When I first started my foundation degree there was one other female, however after a few weeks this female left the course, and then I became the sole female.

What skills/qualities do you think women need to become a Network Engineering Professional?

You need to work hard, the same as a male, you need to commit long hours to studying to learn your craft, you need determination as the path is not an easy one, however I would not say this is due to discrimination, although there is always that judgement in the background that you are a women initially.

Were there any groups or organisations to provide support for women in IT or women studying IT in the UK?

Not that I am aware of, however I never investigated this path.

Can you provide an example of when you’ve been treated differently to your male counterparts? If not, do you feel you’re treated as an equal by clients and fellow Cisco Network Engineers?

During my time at University I always felt like I was treated equally, in the workplace I rarely encounter other Cisco Network Engineers, however when I do I have never had an issue. I think you always get that initial 10 minutes whilst they get used to you being a female, however I really don’t see it as an issue.

When clients see a woman turning up on site to rack and mount, do you feel you’re being judged more than men, and why?

I have always enjoyed the surprised look by clients when a woman does turn up on site to rack and mount, and I don’t think women will ever escape that. I always get the offer of them carrying something for me etc., but I don’t see that as an issue, in fact quite enjoy it sometimes, however I never take them up on it.

Why do you think there are such small numbers of female Network Engineers or IT In general?

It can be an intimidating environment, and sometimes you do need a thick skin from the jokes. However once you gain that respect it doesn’t become an issue.

What would be your words of advice to young aspiring female Network Engineers?

I would say it will always be a male dominated environment and you have to be prepared for that. My advice is to be the best you can be, learn as much as possible, and know in yourself the abilities you have, and then you will achieve respect within the industry.

Starting your own business can be daunting, what gave you the confidence to pursue starting your own business?

I was working as a project manager with the threat of redundancy, not really undertaking a great deal of networking etc., the threat became real, and I thought to myself that I want to prove myself as an Engineer and had nothing to lose. I have never worked so hard in my life, however find it rewarding, and it’s that satisfaction that makes me carry on.

You’re currently CCNA R&S, what Cisco exams are next for you and why do you want to pursue this area in your career?

I am currently looking to complete my CCNP R&S, I have completed the routing exam and looking to undertake the switching exam shortly. I will look to become fully CCNP certified hopefully by the end of next year. I enjoy Cisco networking and get a great deal of satisfaction and enjoyment out of it, I always enjoy learning new skills and developing existing skills.

Your quality of service and onsite professionalism is an area we understand many end-clients take the time to compliment you on – explain why your quality of service is exceptional?

My company reputation is the most important part for me, I will endeavour to complete a job 100% to my ability, I will always go above and beyond for a client and ensure they are happy when I leave site. I am always eager to wow a client and treat them with respect, return work and future projects are imperative for the survival of any company.

Conclusion

Full equality between male and female Engineers doesn’t exist yet, and it may never be the utopian vision some people crave. As Christine testified to in her interview, she sometimes works in an “intimidating environment” which is “male dominated” and where women need to have a “thick skin from the jokes”, but most importantly Christine feels like she is always “treated equally” in her job.

Equality, anti-discrimination and HR legislation exist to prevent Engineers like Christine from enduring inequality, yet it still exists. Some women may be intimidated to enter into a traditionally “male dominated environment” but unless more women challenge this “norm” then the landscape will never change.

Be reponsive to customer needs and ensure successful delivery of cisco support & cisco engineers

Responsiveness – The Key to a Successful SME

Follow Your Customers Sign

So many companies strive to achieve growth to increase profits, benefit from economies of scale or for simple vanity reasons. However, being a big company doesn’t always mean that the company is more successful, being an SME can be equally beneficial. The nature of larger companies dictate that a more regimented approach to business is applied with rules, policies, procedures, processes, departments and red tape all helping to slow down business operations. With less traffic to fight through, SME’s have the ability to be responsive to the needs & demands of the market place.

Customisation

The single greatest benefit to being a responsive company is the ability to truly customise your products/services to the needs of your customers. When a company deals with customer numbers in the hundreds or thousands, the only way to efficiently deliver communications is via automation. Letters to customers are automated, offers are automated and every facet of communication between the human customer and robotic company ensues. As a customer, just make sure that any request you may have can be categorised into a pre-defined algorithm with an automatically generated generic response.

In the year 2015, customers demand what they want, when they want it, how they want it and SME’s are best poised to respond to, and satisfy such demands. Telling your customers they need “the standard package” or “the budget level package” makes them feel as homogenised as the packages being offered to them.

Lack of Hierarchy & Structure

The composition of big companies comprises of dozens of departments each with their own agendas, protecting their own budgets and results. Each department have employees, supervisors, managers and senior management which creates layer upon layer of hierarchy and internal structure. Therefore when a customer makes a request for a customised service/product, or a lower level employee needs to escalate a complaint or request, that information needs to navigate its way up the company hierarchy and back down to the customer again. SME’s on the other hand having fewer layers, departmental agendas and fewer employees & managers with vested interests are able to respond more expeditiously. Customer trends fluctuate daily, competitors improve & evolve and technology impacts market trends meaning the speed of response can only be effectively executed by SME’s.

Quality vs Quantity

SME’s are in a blessed position whereby their primary objective is to generate a higher quality of customer rather than a greater quantity (although increasing volume over time by sustainable growth). Big businesses may be able to boast that they can scale operations to achieve economies of scale, but at this point customers now become “just a number” which lacks genuine customer service. The final price offered by SME’s and big business is almost identical, the SME benefits from having a flat structure and low operating costs, whilst the big company still needs to absorb higher operating costs.

The key to achieving a higher quality of customer means chasing a higher quantity of customers must always be a secondary objective. Excellence in delivering a high quality of service breeds customer loyalty and customer retention. If more companies focused on quality over quantity, then perhaps fewer people would be brand-agnostic, obsessed by price or seek substitute products. As an SME, your company is born with a responsive nature, grow and this trait begins to dwindle – just keep focused on achieving quality over quantity.

SME’s strive to achieve growth to become a big business – grow employees, grow assets, grow profits or grow to be admired. Achieving growth so often kills the flexible responsive nature of an SME and big companies struggle to be responsive – so how do we successfully merge the two? By doing just that, merge big and small to learn from one another – knowledge share. Ensure the SME learns how to scale operations and define processes and procedures, same goes for the larger companies, learn what makes SME’s so successful, adopt their approach to excellence in quality of service by being responsive– just don’t grow and kill customer service in the process.