As part of reinventing myself professionally, I want to be a system administrator with networking knowledge. I thought that was the typical thing to do, most likely something windows related with their boatloads of certifications not including experience needed to get into the work field.

I talked to someone that has been in the role of system administrator, however, and he actually pointed me in a different direction: He dissed Windows...

If I really wanted to learn something that's been around for decades with little changes, and in great demand then he said I should learn the foundation of UNIX, as everyone in the world needs a UNIX Admin. The market's saturated with sys admin in windows/help desk/supports etc. and if you wanted to work in another country, I'd have no issues with language, computer wise. And that I can work in any type of industry as UNIX is the main backbone for 90% of commercial organizations.

What do you think, Dave? What's the core skillset and training needed to be a successful system administrator in the next decade?

I have a big problem which frequently loops me. I am in the field of IT support, and when a customer comes to me and is short tempered, I really don't know how to convince them that their request is not my part of job and someone else should attend to it.

This happens to me at least 4 - 6 times a week. Can you please tell me how I can answer nicely about the job, and give me some suggestions about handling customers over the mail, phone and face to face in tough times?