P.O.T.Y. post of the year
So it was a stifling day in the last week of July 2009 on vacation in a tiny town in northern Costa Rica when I logged in to the local Wi-Fi-per-minute via my little netbook, and after checking the local weather and surf forecast, I checked my email, only to discover an alarming message from one of our M.S.P. customers (Managed Services Program) back in Charleston, SC. She reported that her antivirus was reporting an infestation of Trojans in her i-Tunes folder.
I replied and asked her to please leave her PC on for the next 24 hours and immediately contacted my N.O.C. (Network Operations Center) in Mumbai, India. Throughout a series of emails and chats, we were able to remotely connect to her computer and isolate the issue; the antivirus definitions package that came with the automatic updates was incorrectly identifying ALL i-Tunes related paraphernalia as a Trojan infection.
Between THIS A Geek To Go in Costa Rica and the NOC in Mumbai, we were able to successfully - and here comes the buzzword - 'Transglobally' isolate the issue and restore the computer to normal operating functions within an hour!
End result: False alarm, scared, but now ELATED customer.
I can continue to melt in the tropics as I have been, although Costa Rican heat is not too far from being as oppressive as Charleston heat towards the end of the summer!