Started in Internet Service Provider (ISP) technical support in September of 1995 and by February of 1996 was promoted to the newly created position of Sr. Technical Support Representative within the organization where I was working at the time. There were five other support Technicians also promoted along with me and our mission was to working inter-departmentally to ensure the highest quality customer service experience at the company.
Together we supported a user audience of up to eighty-nine thousand users at the peak of operations during my time with that company and it was a great experience! The ISP was smaller in size, but those were the very early days of the commercial Internet and there were many competitors working against us.
I always appreciated the fact some customers would contact us before calling the computer vendor or Microsoft because we solved the issues in a more timely manner and were always pleasant to them. It was also the job of the Sr. Technical Support Representatives to handle any escalated telephone calls were the "front line" support Representatives were unable to achieve resolution within a reasonable amount of time.
This was the mid-1990s and the dial-up modems were running at 28.8 Kbps (baud) and these speeds only increase to 56 Kbps by the time I left this position in early 1999. I have moved on to several other positions after this, mainly in the U.S. defense contracting business market, but also with major telecom Internet providers, healthcare providers and a world-wide financial / investment venture with over a trillion dollars under management! It has been my extreme pleasure to work for each and every one of these employers and I know this is what makes America the world leader in Information Technology.