Shadowing
2/23 During my shadow hour with Adrienne, we encountered several individuals with clicker issues. I learned the importance of first assessing the issue, seeing if the problem arose from anything outside the clicker’s software system, like physical damages, license problems, battery deficiencies and so forth. Any further issues that can’t be fixed by updating the software, I was told, were to be directed to the Turning Point Technology specialist, Jennifer Adams in the Faculty Center. We spent the remainder of the time ticketing a call that came from a faculty in the HSC building. This persisted due to some issues with identification and labeling of certain categories in ITSM. Adrienne made it clear that we wasted much of the hour just to submit one ticket, and emphasized the importance of being as quick, efficient and straight to the point as possible.
When Jenney came it, she let me take the reigns, as I hopped on to the TLL computer desk, signed in the Velaro, opened up the Student Support Line email, ITSM, Blackboard and Adobe Connect, as if I were actually on a shift for TLL. She was very cooperative and generous with me as she patiently let me go at my own pace, and offered reassurance for whenever problems arose. I personally enjoyed the experience of being able to be behind the desk despite no walk ins or phone calls. Just having a feel for the position was nice in my opinion.
2/24 Jeff went over the various individuals that are encountered in the SINC sites, students, faculty, OLLI, affiliates and alumni, and how their access to the campus computers work. He gave a thorough run through and supposed scenarios that I might be faced with when it came to users who I normally wouldn’t interact with on a day-to-day basis. Printing and printing funds were explained properly, as there have been a lot of changes in the SINC sites due to no more guest access.
During my hour with Michelle, she went over in depth how to deal with unforeseen circumstances like emergencies, fire alarms and unruly users. She gave me supposed scenarios and questioned how I would act in response. Michelle listened very thoroughly, providing positive feedback and critiques so that I would know how to best handle the problem. Because I hardly work in the Main SINC Site, I felt that it was a much needed and very important hour spent to talk about these issues. It definitely helps prepare me mentally in the slightest bit.
Class
Today in class, Rich Stein came in to teach us about support documentation, their purpose, how to go about creating them, and what are the necessary aspects to pay attention to when attempting to create properly resourceful pieces. He discussed the purposes of documentation, the directed audience, the role to be taken by us displaying the information, the different document types and how to give a proper delivery. It was a very thorough presentation on Rich’s part, as he fulfilled all the criteria for making presentable and informative his Prezi about creating support documentation to us. As a homework assignment, I am to create a support document for creating a survey in Qualtrics, a program that I’ve only ever used once, but would like to further hone my skills into develop a better expertise on it. As I’ve never created anything of this caliber, I look forward to seeing what I can accomplish.