May 7, 2014

I walked in on a phone call that just finished by Ruhi. I had to footprint the issue for her.  I answered a phone call about a trouble ticket that was submitted earlier for a printer in Frey Hall to confirm that it was submitted.

As a recap of the semester, I learned from Ruhi that you always want to ask questions and assume nothing. A lot of the times, there will be situations in which that what you assume makes sense however it is great to double check to make sure that obvious things, such as is this person a student or an instructor. Simple questions like these changes everything. This will help me in the future because I have a tendency to assume things and not double checking to make sure I do not give the user wrong information.

I think the photo on the left really summed up my experience with Ruhi. Although there is structure in DoIT, the way we should help users has to be creative. You will have to ask the right question that will implicitly answer other questions that will weed out the situation. (That sounded super complicated.) I know that there are questions such as “Are you on-campus or off-campus?” that will lead to another question such as “Are you connected to Stony Brook University’s network through VPN?” rather than assuming that they are connected to Stony Brook University’s network as if they were on campus.

I have to think outside the box to see if I can see the whole box (whole situation). I can’t assume anything however I can ask questions to make sure that I can properly help the user.