Esta’s story Esta is head of the OPS team for a new Airline company. There are numerous issues with the software, making her life a living hell. Customers are not getting email or text notifications when airline time changes. Boarding passes are printing wrong times. Sometimes customers are charged twice or even four times. The credit card readers stop working all of a sudden. Every time she tries to tell the issues to IT support, they ask thousands of follow-up questions. Esta and his team feel she is dealing with an insurance company that denies every claim unless you can go back a few times with more and more evidence that something is indeed broken. Hostility in the environment is increasing with every passing day. Esta is losing her mind as there is constant firing across the company. She is scared she’ll be the next. What Esta needs is training in relevant IT terms. She needs a mentor who can guide her to communicate effectively with IT. She needs