[26428] in resnet
Re: Teaching how to troubleshoot . . .
daemon@ATHENA.MIT.EDU (Lyons, Andrew H)
Thu May 26 10:23:56 2011
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Date: Thu, 26 May 2011 10:20:11 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Lyons, Andrew H" <ALyons1@UAMAIL.ALBANY.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <BANLkTi=6YdEk27oxgAOM1Ah1J5LXB7DGhw@mail.gmail.com>
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For equipment issues, there are many commercial products around that are qu=
ite good. I still keep the PC Troubleshooting Pocket Guide from my A+ class=
around as it has a very good series of flowcharts that reference further c=
harts to check as the issue is diagnosed.
http://www.amazon.com/PC-Troubleshooting-Pocket-Guide-Fourth/dp/0619213647
Andrew Lyons, IT Support Specialist
ITS Client Support Services
University at Albany
518-442-3700
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Ben Field=
en
Sent: Thursday, May 26, 2011 9:56 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Teaching how to troubleshoot . . .
I've always wanted to write a "build your own adventure" style script of so=
rts to use for the newest folks.
"Are there any indicator lights? Yes - p2, No - p4"
"Do you see the manufacturer's startup screen? Yes - read on, No - p4"
I think the new folks would have a lot more confidence knowing that they ca=
n sit down with the book and get through a fair number of steps on their ow=
n. It also would provide instructions for what information to gather in cas=
e they cant figure out the information and need to have one of my FT techs =
look at it.
Of course I haven't had the time to actually write it...
-Ben
--
Ben Fielden
Manager of Technical Support
Student Technology Services
Division of Information Technology
http://it.gwu.edu/sts
202-994-2597
Division of Information Technology staff members will NEVER ask for your pa=
ssword!
On Thu, May 26, 2011 at 9:50 AM, WILLIAM J. CAMPBELL <wcampbell@fordham.edu=
<mailto:wcampbell@fordham.edu>> wrote:
I do not have any formal training as most organizations. But, I do have abo=
ut a half dozen old Pentium's stacked in the corner. When I get a rookie fi=
rst thing they do is take apart each one and put it back together. Most new=
bies 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 recons=
truct actually work, it really more for the just the experience of ripping =
the guts out of a machine.
Bill
--------------------------------------------
William Campbell
Computer Teaching Lab Coordinator
Rose Hill Campus
Room 303 JMH
Fordham University
441 East Fordham Rd
Bronx, N.Y. 10458
718-817-4467
WCampbell@Fordham.Edu<mailto:WCampbell@Fordham.Edu>
Fordham IT's standing maintenance window is every Thursday and Friday from =
5:00 AM thru 8:30 AM
From: "Randall K. Kouns" <kounsra@earlham.edu<mailto:kounsra@earlham=
.edu>>
To: RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>
Date: 05/26/2011 09:44 AM
Subject: Re: Teaching how to troubleshoot . . .
Sent by: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LIST=
SERV.ND.EDU>>
________________________________
Yes please make these public comments
________________________________
From: "John Shatzer" <JSHATZER@wooster.edu<mailto:JSHATZER@wooster.edu>>
To: RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>
Sent: Thursday, May 26, 2011 9:37:26 AM
Subject: Re: Teaching how to troubleshoot . . .
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.
John Shatzer
College of Wooster
>>> Erin Nettifee <erin.nettifee@duke.edu<mailto:erin.nettifee@duke.edu>> 5=
/26/2011 9:26 AM >>>
Hi all,
We're starting our planning for training our new staff in August (here befo=
re you know it!)
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 e=
xplicit. 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 (publ=
ic schools, help desk, printing, multimedia, communications, training) but =
we feel like all of them can benefit from this kind of generalized, higher-=
level training.
Has anyone ever taught a "Troubleshooting 101" class like this before? If s=
o, 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 a=
ctive roleplaying . . . but we want to make it as interactive as possible.
Thanks in advance!
Erin
-----------------------
Erin Nettifee
Coordinator of Academic Support / Link Liaison
Duke University Office of Information Technology
erin.nettifee@duke.edu<mailto:erin.nettifee@duke.edu>
(919) 668-4829 (desk)
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</o:shapelayout></xml><![endif]--></head><body lang=3DEN-US link=3Dblue vli=
nk=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span style=3D'f=
ont-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'>For equipment =
issues, there are many commercial products around that are quite good. I st=
ill keep the PC Troubleshooting Pocket Guide from my A+ class around as it =
has a very good series of flowcharts that reference further charts to check=
as the issue is diagnosed.<o:p></o:p></span></p><p class=3DMsoNormal><span=
style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'><o:=
p> </o:p></span></p><p class=3DMsoNormal><span style=3D'font-size:10.0=
pt;font-family:"Georgia","serif";color:#1F497D'><a href=3D"http://www.amazo=
n.com/PC-Troubleshooting-Pocket-Guide-Fourth/dp/0619213647">http://www.amaz=
on.com/PC-Troubleshooting-Pocket-Guide-Fourth/dp/0619213647</a><o:p></o:p><=
/span></p><p class=3DMsoNormal><span style=3D'font-size:10.0pt;font-family:=
"Georgia","serif";color:#1F497D'><o:p> </o:p></span></p><p class=3DMso=
Normal><span style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:=
#1F497D'>Andrew Lyons, IT Support Specialist<o:p></o:p></span></p><p class=
=3DMsoNormal><span style=3D'font-size:10.0pt;font-family:"Georgia","serif";=
color:#1F497D'>ITS Client Support Services<o:p></o:p></span></p><p class=3D=
MsoNormal><span style=3D'font-size:10.0pt;font-family:"Georgia","serif";col=
or:#1F497D'>University at Albany<o:p></o:p></span></p><p class=3DMsoNormal>=
<span style=3D'font-size:10.0pt;font-family:"Georgia","serif";color:#1F497D=
'>518-442-3700<o:p></o:p></span></p><p class=3DMsoNormal><span style=3D'fon=
t-size:10.0pt;font-family:"Georgia","serif";color:#1F497D'><o:p> </o:p=
></span></p><p class=3DMsoNormal><b><span style=3D'font-size:10.0pt;font-fa=
mily:"Tahoma","sans-serif"'>From:</span></b><span style=3D'font-size:10.0pt=
;font-family:"Tahoma","sans-serif"'> Resnet Forum [mailto:RESNET-L@LISTSERV=
.ND.EDU] <b>On Behalf Of </b>Ben Fielden<br><b>Sent:</b> Thursday, May 26, =
2011 9:56 AM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Re: =
Teaching how to troubleshoot . . .<o:p></o:p></span></p><p class=3DMsoNorma=
l><o:p> </o:p></p><p class=3DMsoNormal>I've always wanted to write a &=
quot;build your own adventure" style script of sorts to use for the ne=
west folks.<o:p></o:p></p><div><p class=3DMsoNormal><o:p> </o:p></p></=
div><div><p class=3DMsoNormal>"Are there any indicator lights? Yes - p=
2, No - p4"<o:p></o:p></p></div><div><p class=3DMsoNormal>"Do you=
see the manufacturer's startup screen? Yes - read on, No - p4"<o:p></=
o:p></p></div><div><p class=3DMsoNormal><o:p> </o:p></p></div><div><p =
class=3DMsoNormal>I think the new folks would have a lot more confidence kn=
owing that they can sit down with the book and get through a fair number of=
steps on their own. It also would provide instructions for what informatio=
n to gather in case they cant figure out the information and need to have o=
ne of my FT techs look at it. <o:p></o:p></p></div><div><p class=3DMso=
Normal><o:p> </o:p></p></div><div><p class=3DMsoNormal>Of course I hav=
en't had the time to actually write it...<o:p></o:p></p></div><div><p class=
=3DMsoNormal><o:p> </o:p></p></div><div><p class=3DMsoNormal>-Ben<br c=
lear=3Dall><o:p></o:p></p><div><p class=3DMsoNormal><o:p> </o:p></p></=
div><div><p class=3DMsoNormal>--<o:p></o:p></p></div><p class=3DMsoNormal>B=
en Fielden<o:p></o:p></p><div><div><p class=3DMsoNormal>Manager of Technica=
l Support<o:p></o:p></p></div><div><p class=3DMsoNormal>Student Technology =
Services<o:p></o:p></p></div><div><p class=3DMsoNormal>Division of Informat=
ion Technology<o:p></o:p></p></div><div><p class=3DMsoNormal><a href=3D"htt=
p://it.gwu.edu/sts" target=3D"_blank">http://it.gwu.edu/sts</a><o:p></o:p><=
/p></div></div><div><p class=3DMsoNormal>202-994-2597<o:p></o:p></p></div><=
div><p class=3DMsoNormal><o:p> </o:p></p></div><div><p class=3DMsoNorm=
al><span style=3D'font-size:10.0pt;font-family:"Arial","sans-serif"'>Divisi=
on of Information Technology staff members will <span style=3D'color:#=
222222'>NEVER ask for your </span>password!</span><o:p></o:p></p></div=
><p class=3DMsoNormal style=3D'margin-bottom:12.0pt'><br><br><o:p></o:p></p=
><div><p class=3DMsoNormal>On Thu, May 26, 2011 at 9:50 AM, WILLIAM J. CAMP=
BELL <<a href=3D"mailto:wcampbell@fordham.edu">wcampbell@fordham.edu</a>=
> wrote:<o:p></o:p></p><p class=3DMsoNormal><span style=3D'font-size:10.=
0pt;font-family:"Arial","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 remotel=
y like it and the experience itself is enough to build confidence that if t=
hey touch the innards of a machine, it won't explode. I don't really care w=
hether or not the machines they reconstruct actually work, it really more f=
or the just the experience of ripping the guts out of a machine.</span> <br=
><br><br><br><br><span style=3D'font-size:10.0pt;font-family:"Arial","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<b=
r>718-817-4467<br><a href=3D"mailto:WCampbell@Fordham.Edu">WCampbell@Fordha=
m.Edu</a><br><br>Fordham IT's standing maintenance window is every Thursday=
and Friday from 5:00 AM thru 8:30 AM</span> <br><br><br><br><span style=3D=
'font-size:7.5pt;font-family:"Arial","sans-serif";color:#5F5F5F'>From: &nbs=
p; </span><span style=3D'font-size:7.5pt;font-family:"A=
rial","sans-serif"'>"Randall K. Kouns" <<a href=3D"mailto:koun=
sra@earlham.edu" target=3D"_blank">kounsra@earlham.edu</a>></span> <o:p>=
</o:p></p><div><p class=3DMsoNormal><span style=3D'font-size:7.5pt;font-fam=
ily:"Arial","sans-serif";color:#5F5F5F'>To: </sp=
an><span style=3D'font-size:7.5pt;font-family:"Arial","sans-serif"'><a href=
=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND=
.EDU</a></span> <o:p></o:p></p></div><p class=3DMsoNormal><span style=3D'fo=
nt-size:7.5pt;font-family:"Arial","sans-serif";color:#5F5F5F'>Date: =
</span><span style=3D'font-size:7.5pt;font-family:"Aria=
l","sans-serif"'>05/26/2011 09:44 AM</span> <o:p></o:p></p><div><p class=3D=
MsoNormal><span style=3D'font-size:7.5pt;font-family:"Arial","sans-serif";c=
olor:#5F5F5F'>Subject: </span><span style=3D'fon=
t-size:7.5pt;font-family:"Arial","sans-serif"'>Re: Teaching how to troubles=
hoot . . .</span> <o:p></o:p></p></div><p class=3DMsoNormal><span style=3D'=
font-size:7.5pt;font-family:"Arial","sans-serif";color:#5F5F5F'>Sent by: &n=
bsp; </span><span style=3D'font-size:7.5pt;font-family:=
"Arial","sans-serif"'>Resnet Forum <<a href=3D"mailto:RESNET-L@LISTSERV.=
ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>></span> <o:p></o:=
p></p><div class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><hr=
size=3D2 width=3D"100%" noshade style=3D'color:#A0A0A0' align=3Dcenter></d=
iv><div><div><p class=3DMsoNormal style=3D'margin-bottom:12.0pt'><br><br><b=
r><span style=3D'font-family:"Times","serif"'>Yes please make these public =
comments</span><o:p></o:p></p><div class=3DMsoNormal align=3Dcenter style=
=3D'text-align:center'><hr size=3D2 width=3D"100%" align=3Dcenter></div><p =
class=3DMsoNormal><b><span style=3D'font-family:"Times","serif"'>From: </sp=
an></b><span style=3D'font-family:"Times","serif"'>"John Shatzer"=
<<a href=3D"mailto:JSHATZER@wooster.edu" target=3D"_blank">JSHATZER@woo=
ster.edu</a>><b><br>To: </b><a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" =
target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a><b><br>Sent: </b>Thursday, Ma=
y 26, 2011 9:37:26 AM<b><br>Subject: </b>Re: Teaching how to troubleshoot .=
. .<br></span><br><span style=3D'font-family:"Times","serif"'>I'm in the m=
idst of putting together a new student employee program and I'd love to see=
how others are handling this as well.</span> <br><span style=3D'font-famil=
y:"Times","serif"'> </span> <br><span style=3D'font-family:"Times","se=
rif"'>John Shatzer<br>College of Wooster</span> <br><span style=3D'font-fam=
ily:"Times","serif"'><br>>>> Erin Nettifee <<a href=3D"mailto:e=
rin.nettifee@duke.edu" target=3D"_blank">erin.nettifee@duke.edu</a>> 5/2=
6/2011 9:26 AM >>><br>Hi all,<br><br>We're starting our planning f=
or 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 expli=
cit. We want people to be comfortable not just with "Here's how you fi=
x ____", 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 mult=
iple areas (public schools, help desk, printing, multimedia, communications=
, training) but we feel like all of them can benefit from this kind of gene=
ralized, higher-level training.<br><br>Has anyone ever taught a "Troub=
leshooting 101" class like this before? If so, would you be willing to=
share your thought process on it, and maybe some course materials? Right n=
ow, we're thinking that the best way to structure this would be some introd=
uctory lesson / lecture type, and then a LOT of active roleplaying . . . bu=
t 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><a href=3D"mailto:erin.nettifee@duke.edu" target=3D"_blank">=
erin.nettifee@duke.edu</a><br>(919) 668-4829 (desk)<br><br>________________=
___________________________________<br>You are subscribed to the ResNet-L m=
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