[26423] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (WILLIAM J. CAMPBELL)
Thu May 26 09:50:25 2011
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Message-ID: <OF35D258D3.833867EF-ON8525789C.004B91E7-8525789C.004BFDC0@fordham.edu>
Date: Thu, 26 May 2011 09:50:02 -0400
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From: "WILLIAM J. CAMPBELL" <wcampbell@fordham.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <2108158522.794475.1306417408718.JavaMail.root@esslama.earlham.edu>
<font size=2 face="sans-serif">I do not have any formal training as most
organizations. But, I do have about a half dozen old Pentium's stacked
in the corner. When I get a rookie first thing they do is take apart each
one and put it back together. Most newbies have never done anything remotely
like it and the experience itself is enough to build confidence that if
they touch the innards of a machine, it won't explode. I don't really care
whether or not the machines they reconstruct actually work, it really more
for the just the experience of ripping the guts out of a machine.</font>
<br>
<br>
<br>
<br>
<br><font size=2 face="sans-serif">Bill<br>
<br>
--------------------------------------------<br>
William Campbell<br>
Computer Teaching Lab Coordinator<br>
Rose Hill Campus<br>
Room 303 JMH<br>
Fordham University<br>
441 East Fordham Rd<br>
Bronx, N.Y. 10458<br>
718-817-4467<br>
WCampbell@Fordham.Edu<br>
<br>
Fordham IT's standing maintenance window is every Thursday and Friday from
5:00 AM thru 8:30 AM</font>
<br>
<br>
<br>
<br><font size=1 color=#5f5f5f face="sans-serif">From:
</font><font size=1 face="sans-serif">"Randall K. Kouns"
<kounsra@earlham.edu></font>
<br><font size=1 color=#5f5f5f face="sans-serif">To:
</font><font size=1 face="sans-serif">RESNET-L@LISTSERV.ND.EDU</font>
<br><font size=1 color=#5f5f5f face="sans-serif">Date:
</font><font size=1 face="sans-serif">05/26/2011 09:44 AM</font>
<br><font size=1 color=#5f5f5f face="sans-serif">Subject:
</font><font size=1 face="sans-serif">Re: Teaching
how to troubleshoot . . .</font>
<br><font size=1 color=#5f5f5f face="sans-serif">Sent by:
</font><font size=1 face="sans-serif">Resnet Forum
<RESNET-L@LISTSERV.ND.EDU></font>
<br>
<hr noshade>
<br>
<br>
<br><font size=3 face="Times">Yes please make these public comments<br>
<br>
</font>
<hr><font size=3 face="Times"><b>From: </b>"John Shatzer" <JSHATZER@wooster.edu><b><br>
To: </b>RESNET-L@LISTSERV.ND.EDU<b><br>
Sent: </b>Thursday, May 26, 2011 9:37:26 AM<b><br>
Subject: </b>Re: Teaching how to troubleshoot . . .<br>
</font>
<br><font size=3 face="Times">I'm in the midst of putting together a new
student employee program and I'd love to see how others are handling this
as well.</font>
<br><font size=3 face="Times"> </font>
<br><font size=3 face="Times">John Shatzer<br>
College of Wooster</font>
<br><font size=3 face="Times"><br>
>>> Erin Nettifee <erin.nettifee@duke.edu> 5/26/2011 9:26
AM >>><br>
Hi all,<br>
<br>
We're starting our planning for training our new staff in August (here
before you know it!) <br>
<br>
One of the things that we see as an area of improvement in our training
is the idea of teaching how to troubleshoot. It's something that's implicit
in all of the training that we do, but we're interested in making much
more explicit. We want people to be comfortable not just with "Here's
how you fix ____", but also with "The customer says they have
no idea what's going on, how do I figure it out?" We have students
who work in multiple areas (public schools, help desk, printing, multimedia,
communications, training) but we feel like all of them can benefit from
this kind of generalized, higher-level training.<br>
<br>
Has anyone ever taught a "Troubleshooting 101" class like this
before? If so, would you be willing to share your thought process on it,
and maybe some course materials? Right now, we're thinking that the best
way to structure this would be some introductory lesson / lecture type,
and then a LOT of active roleplaying . . . but we want to make it as interactive
as possible.<br>
<br>
Thanks in advance!<br>
<br>
Erin<br>
<br>
-----------------------<br>
Erin Nettifee<br>
Coordinator of Academic Support / Link Liaison<br>
Duke University Office of Information Technology<br>
erin.nettifee@duke.edu<br>
(919) 668-4829 (desk)<br>
<br>
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