"I thought I was sure, but each time he said it I became less sure." So goes one of the stories we hear from Carl Drayton about how he grew into his position at IBM. Carl is a beloved member of the communications team at IBM i Global Support Center, and in this episode we touch on aspects of his IBM Support role that affect everyone, from what customers teach us, to how we learn and project confidence. Carl also does a deep dive into communications traces, and shares tips on how to run them for efficient problem analysis. We also find out that both Carl and Alex were a bit surprised about where they would be working when they got hired...