April 22, 2014

I had to make up my shadowing from April 8th. My make up hour was from 9am-10am on NRR2. It was quite busy. I got two phone calls. One was about NetID and Solar. It was his first time logging onto hit NetID and he did not know what it was. He has never logged into Solar before. Luckily that was not the issue. I walked him through the steps of how to set up his NetID security question and password. I also had to let him now that there was wait time. He did not seem to frustrated. He was a pleasant client to talk to.

The next phone call was about MatLab and the Image Processing Toolbox. This user was looking for the Image Processing Toolbox (IPT) but it turns out that Stony Brook University is not licensed to have  IPT. That is something that the consultants do not have control over

During my regular shadowing hours, we had a walk in situation. This situation was located in NRR1 and a user’s screen went blank when she was using the thin client. She had work she needed to recover but didn’t know how. The consultant checked all the wires and tried to make sure everything was good. The issue was in the wiring and this was something that Diane helped out a lot. The user was able to recover her document.

Another issue was over the phone, the user was unable to access MatLab on the Virtual SINC Site (VSS). I asked him a bunch of questions as to where he’s located, what he’s using, and I double checked my VSS to make sure it was working.  It just so happen to be that it was just Matlab that was not working.

The one thing I noticed through my phone calls was that I do not ask a lot of questions and I just assume or rather, I do not ask the right questions, which is pretty bad as well. Next time I will make sure that it was just Matlab that didn’t work by asking the user to open other programs.