This marks another official week of shadowing. From my ML mentors I learned about our SINC site computers: who can use, who can request access, and how to use it. Recently, the school got rid of guest access to the computers in order to strengthen security. This means that only those who pays a technology fee to the school will have access to the computers. If the user does not pay a technology fee but is a faculty or affiliated guest, they can request access through the ITSM ticketing system. I also brushed over some of the fundamentals of printing. Those who pay a technology fee will be automatically given 2100 pages to print for the whole semester. Although these pages do not roll over if they are not used up, it should be a more than sufficient amount to use. If the user no longer has any quota left, they can use Wolfie wallet. Wolfie wallet can be used for anyone who wants to print but does not have a quota. They can put in money to their Wolfie wallet through various means. There are kiosks that accept cash only for any amount that you wish to put in. You can also charge you Wolfie wallet online but there is a $10 minimum and it only accepts card. You can also go to the union FSA and pay by cash, check, or card. If you do not have a Stony Brook ID card to charge it on, you should be given a temporary card to use. Users that use these cards will send it to mainq_guest when they release their print job and put in the card number as their netID.

An interesting interaction I had this week was with a user who did not show common courtesy. I had been working behind the desk and tried to answer her question but she eventually showed impatience within 5 seconds of our conversation and left. I may have thought that I was doing my best but to the customer’s perspective I may have not. It helped me reflect on the way I could have handled the situation with more assertion and confidence that I could help her. Not all customers will be polite, but there will always be ways to accommodate those who are not by even the slightest change in tone or attention. I hope to grow in knowledge about this aspect of customer service: difficult customers. Also, I realized that I should not take anything personally.

This weeks discussion board topic was on ADA compliance. It opened my eyes to the various kinds of users that would utilize the facilities in our SINC sites. In order to accommodate those with disabilities, our SINC sites offers special computers that are higher and easier to access. These computers are labeled so that users will know it is for them.

This week we learned about e-portfolios, which is a tool that students can use to make a customized page for themselves. Through this tool we can upload our resumes, share files, and share writings/work for different classes/organizations in a professional and organized layout. It is a great way for students to make their skills and experiences known in one organized and easily accessible online portfolio. Having an e-portfolio is so important especially in this day and age because employers are known to navigate the social platforms of their potential employees.

I am happy to say that it has been an eventful week in shadowing. I think what’s great about shadowing senior consultants is being able to see the different kinds of leadership styles that each person has. I have been inspired multiple times to embody the qualities that some of my mentors have shown me. Some of the things I learned was the list of important faculty members and also the differences in responsibilities of a senior consultant and a support line consultant. I was shown how to navigate through the consultant e-mails and also the support line e-mails and was introduced to some features in programs like 25live, Matlab, and AdobePhotoshop. Although I did not have the opportunity myself to answer phone calls, I was able to witness the process and study the standard procedures that follow. Often times there would be specific questions that requires information from outside your field of required knowledge but you must always show professionalism and do your best to lead them one step closer to their answer. Also, in order to be a resourceful and efficient consultant it is best to stay updated and informed with the programs offered by attending workshops and doing your own research.

I had my first official week of shadowing this week. Thus far I had two hours in the Main Library and shadowed two different senior consultants. I was taught the basic opening procedure of the Main Library which includes having my e-mail, Blackboard, Yammer, SbConnect, Pharos, and the schedule dump open. I was also taught to take attendance every half an hour and learned how to guide users for their Sparky accounts at the account terminal. Also, I learned the significance of customer service even when picking up phone calls for the TLT student support line. There were many instances where I was able to learn by merely observing what was happening at the very moment. This includes the paper pick up delivery procedures and questions about OLLI online services.