General tip: The above tools resolve a typical Catch-22 problem: Tech support can't fix a bad connection remotely because they cannot make a connection to fix the bad connection. Now the user can fix the problem themselves on demand.

Deployment tip: Develop and accumulate your own set of useful utilities. Place them in a common network share or Web page. It will save your staff time and your company money.

Doctor Lee Ratzan is a systems analyst at a New Jersey health care agency and teaches at Rutgers University. Contact him at lratzan@scils.rutgers.edu