You need to look at the next sentence after the one you quoted. Here they both are:
"Ken doesn't need to hear that there are upload problems. He knows."
Perhaps your idea of our structure is not accurate. We don't have a supervisor who sits away from the hustle and bustle of technical support. Our entire department sits together. Ken is very knowledgeable about UFT. In fact, Ken is the one that does UFT data repair when necessary. He was taught by an excellent teacher, Melissa.
Sincerely, Paul Burchfield, Genealogy.com Technical Support Find Ultimate Family Tree knowledge base articles, hints, tips, message boards and more at: http://www.uftree.com/UFT/Nav/ufttech.htmlhttp://www.uftree.com/UFT/Nav/ufttech.html