Parth brought me on a walking tour to meet Tara, Chuck and the Faculty center. Tara was amazing; she was very nice and we had a pretty good conversation about the qualitative documentation she assigned for homework. I am still very interested in the feedback she gives. Then I met Chuck for a bit and he seem like a pretty awesome guy. Victoria Tan and Amy Chen were about to interview him for their final project and Chuck was all smiles and joking around with them, which was really amazing because it shows that he isn’t always a serious guy and it makes him less intimidating. After meeting everyone, I got a glimpse at the OpScan room and the Faculty center for a short description of what goes on in there. The number one rule about OpScan, students are not allow to touch any examination. After the tour, Parth taught me about transferring calls. There are two ways to transfer a call: 1. the blind transfer and 2. the 3way transfer. For the blind transfer I am on the phone with the person, I tell the person to hold, then I press transfer button and dial the third person (person I want to transfer the call to) and because this is a blind transfer I hang up before the third person can pick up the phone. This is not an ideal way to transfer a call because you would have no idea if the transfer actually works; many problems such as the third person didnt pick up the phone or I dialed the wrong number or things like that could have gone wrong. The more ideal way would be to make a 3way transfer. For the 3way transfer, I tell the first person to hold, then I dial the 3rd person and when he or she picks up I ask for their permission to connect the call and once there’s a confirmation, theres no need for me to press any buttons, I just hang up quietly.
For Danny I learned about taking attendance. Attendance took me longer than necessary because some people did not have their cameras on and then Main was also really busy at the time. By the time I got to computer science section of the attendance, I found out that there was a no show. I tried calling the SINC site to make sure before I told Danny, but by the time I told Danny, Rose already found out and she was really upset that none of the senior consultants caught a no show for an hours and a half (The consultant no show before my shadowing hours but I guess the senior consultant who worked the hour before was not cautious taking attendance). Now I know how important attendance is and how it sounds be taken EVERY 30 minutes by the senior consultants at main. In the case of a no show, always make sure by calling the site, then calling the person who works at that site and then tell rose and pam and if necessary, send someone from Main to the no show site.
For Help Desk, Diane restarted everything and taught me how to get to started if I were to have an opening shift at CoLA. It was pretty much like any opening shift, however I had to log onto Valero chat and the Help Desk gmail account in order to get started.
Throughout shadowing hours, I was to pick up the phone if the phone were to ring, but I got no phone calls relating to users needing help. Diane, however, did get a chat about printing not working. she asked for net ID and it showed up on pharos. She was using a computer at main and Diane made sure to check everything before handing the user off to another consultant at main. Diane asked for the users card number and checked pharos to make sure her card number matched the pharos ID she had. At the end she told a regular consultant at main to help the user and it was believed that the user probably changed the printer settings to print color and the user was using a regular printer kind of issue.