Content Warning: This section of the guide includes discussion of bullying, child abuse, suicidal ideation, mental illness, and gender discrimination.

Bill Palmer begins the novel as the manager of Midrange Operations in the IT department of Parts Unlimited. The novel centers on Palmer’s transition into the VP of IT Operations role, which he reluctantly accepts, and progresses to the point where he is offered the chance to become Parts Unlimited’s COO. Palmer is a hard worker, and he credits his time in the military for his rigid, dependable work ethic. Coming from a rough childhood, Palmer says the military helped him structure his life and goals, but his contentment with his role in Midrange Operations, which he calls “backwater,” indicates that though he takes pride in his work, he is not particularly ambitious. Palmer struggles with a variety of prejudices in the novel, including a bias against developers and misogynistic views of Sarah Moulton.

Palmer is the protagonist of the work, and he is also the hero of the narrative. As with most hero narratives, Palmer begins the novel by going on a quest to resolve the IT issues at Parts Unlimited.