[26431] in resnet
Troubleshooting
daemon@ATHENA.MIT.EDU (Breeyear, Susan)
Fri May 27 07:15:03 2011
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Message-ID: <A3D78A66-B108-4F88-8B38-3F6372EB8E3A@smcvt.edu>
Date: Fri, 27 May 2011 11:14:36 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Breeyear, Susan" <sbreeyear@smcvt.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <RESNET-L%201105262300332174.821A@LISTSERV.ND.EDU>
We train our students in classroom troubleshooting, and we do it by going into some classrooms and deliberately 'breaking' the equipment after we've demonstrated some of the things to look for when they get a classroom call. We send the students in pairs to the 'afflicted' rooms and let them figure it out (with someone who knows what they're doing overseeing, of course). It's been a great way for the students to take ownership of the classroom equipment. We also have our student leaders figure out some of the training, since they understand how to make their peers "get it". Although we haven't tried it (yet), this exercise could easily be extended to include computer troubleshooting, which we currently do on the fly.
Regards,
Sue Breeyear
Associate Director, Technology Learning Center
Saint Michaels College
On May 26, 2011, at 11:11 PM, "RESNET-L automatic digest system" <LISTSERV@LISTSERV.ND.EDU> wrote:
> There are 13 messages totalling 2213 lines in this issue.
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> Topics of the day:
>
> 1. Teaching how to troubleshoot . . . (12)
> 2. Student Technology Conference News - May 26th, 2011
>
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>
> Date: Thu, 26 May 2011 09:26:08 -0400
> From: Erin Nettifee <erin.nettifee@duke.edu>
> Subject: Teaching how to troubleshoot . . .
>
> Hi all,
>
> We're starting our planning for training our new staff in August (here before 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 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.
>
> 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.
>
> Thanks in advance!
>
> Erin
>
> -----------------------
> Erin Nettifee
> Coordinator of Academic Support / Link Liaison
> Duke University Office of Information Technology
> erin.nettifee@duke.edu
> (919) 668-4829 (desk)
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ------------------------------
>
> Date: Thu, 26 May 2011 09:37:26 -0400
> From: John Shatzer <JSHATZER@wooster.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> This is a MIME message. If you are reading this text, you may want to
> consider changing to a mail reader or gateway that understands how to
> properly handle MIME multipart messages.
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> --=__Part2A06B486.0__=
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> 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.
> =20
> John Shatzer
> College of Wooster
>
>>>> Erin Nettifee <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 be=
> fore you know it!)=20
>
> One of the things that we see as an area of improvement in our training i=
> s the idea of teaching how to troubleshoot. It's something that's implici=
> t 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 gene=
> ralized, higher-level training.
>
> 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 str=
> ucture 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.
>
> Thanks in advance!
>
> Erin
>
> -----------------------
> Erin Nettifee
> Coordinator of Academic Support / Link Liaison
> Duke University Office of Information Technology
> erin.nettifee@duke.edu
> (919) 668-4829 (desk)
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --=__Part2A06B486.0__=
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>
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> <META content=3D"text/html; charset=3Dwindows-1252" http-equiv=3DContent-=
> Type>
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> <BODY style=3D"MARGIN: 4px 4px 1px; FONT: 10pt Tahoma">
> <DIV>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.</DIV>
> <DIV> </DIV>
> <DIV>John Shatzer<BR>College of Wooster</DIV>
> <DIV><BR>>>> Erin Nettifee <erin.nettifee@duke.edu> 5/26/2=
> 011 9:26 AM >>><BR>Hi all,<BR><BR>We're starting our planning fo=
> r 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 t=
> he idea of teaching how to troubleshoot. It's something that's implicit i=
> n all of the training that we do, but we're interested in making much mor=
> e explicit. We want people to be comfortable not just with "Here's how yo=
> u fix ____", but also with "The customer says they have no idea what's go=
> ing on, how do I figure it out?" We have students who work in multiple ar=
> eas (public schools, help desk, printing, multimedia, communications, tra=
> ining) but we feel like all of them can benefit from this kind of general=
> ized, higher-level training.<BR><BR>Has anyone ever taught a "Troubleshoo=
> ting 101" class like this before? If so, would you be willing to share yo=
> ur thought process on it, and maybe some course materials? Right now, we'=
> re thinking that the best way to structure this would be some introductor=
> y lesson / lecture type, and then a LOT of active roleplaying . . . but w=
> e want to make it as interactive as possible.<BR><BR>Thanks in advance!<B=
> R><BR>Erin<BR><BR>-----------------------<BR>Erin Nettifee<BR>Coordinator=
> of Academic Support / Link Liaison<BR>Duke University Office of Informat=
> ion Technology<BR>erin.nettifee@duke.edu<BR>(919) 668-4829 (desk)<BR><BR>=
> ___________________________________________________<BR>You are subscribed=
> to the ResNet-L mailing list.<BR><BR>To subscribe, unsubscribe or search=
> the archives,<BR>go to <A href=3D"http://LISTSERV.ND.EDU/archives/resnet=
> -l.html">http://LISTSERV.ND.EDU/archives/resnet-l.html</A><BR>___________=
> ________________________________________<BR></DIV></BODY></HTML>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <p>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --=__Part2A06B486.0__=--
>
> ------------------------------
>
> Date: Thu, 26 May 2011 08:43:07 -0500
> From: Rachel Boutilier <rboutili@macalester.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> --0015174785827b5c2d04a42e01f0
> Content-Type: text/plain; charset=ISO-8859-1
>
> I'd love to hear what others are doing as well. We currently "learn by
> doing," which works OK but isn't very efficient. I'm in the process of
> putting together a more regimented training program, and troubleshooting is
> one of the topics I'm having trouble with.
>
> Thanks!
> Rachel
>
> Rachel Boutilier '06
> Client Services Consultant
> Macalester College ITS
> (651)696-6507
> rboutili@macalester.edu
>
>
>
> On Thu, May 26, 2011 at 8:37 AM, John Shatzer <JSHATZER@wooster.edu> wrote:
>
>> 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> 5/26/2011 9:26 AM >>>
>>
>> Hi all,
>>
>> We're starting our planning for training our new staff in August (here
>> before 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
>> 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.
>>
>> 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.
>>
>> Thanks in advance!
>>
>> Erin
>>
>> -----------------------
>> Erin Nettifee
>> Coordinator of Academic Support / Link Liaison
>> Duke University Office of Information Technology
>> erin.nettifee@duke.edu
>> (919) 668-4829 (desk)
>>
>> ___________________________________________________
>> You are subscribed to the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives,
>> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
>> ___________________________________________________
>> ___________________________________________________ You are subscribed to
>> the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html___________________________________________________
>>
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --0015174785827b5c2d04a42e01f0
> Content-Type: text/html; charset=ISO-8859-1
> Content-Transfer-Encoding: quoted-printable
>
> I'd love to hear what others are doing as well. We currently "lear=
> n by doing," which works OK but isn't very efficient.=A0 I'm i=
> n the process of putting together a more regimented training program, and t=
> roubleshooting is one of the topics I'm having trouble with. <br>
>
> <br>Thanks!<br>Rachel<br><br clear=3D"all">Rachel Boutilier '06<br>Clie=
> nt Services Consultant<br>Macalester College ITS<br>(651)696-6507<br><a hre=
> f=3D"mailto:rboutili@macalester.edu">rboutili@macalester.edu</a><br><br>
> <br><br><div class=3D"gmail_quote">On Thu, May 26, 2011 at 8:37 AM, John Sh=
> atzer <span dir=3D"ltr"><<a href=3D"mailto:JSHATZER@wooster.edu">JSHATZE=
> R@wooster.edu</a>></span> wrote:<br><blockquote class=3D"gmail_quote" st=
> yle=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
>
>
>
>
> <div style=3D"margin:4px 4px 1px;font:10pt Tahoma">
> <div>I'm in the midst of putting together a new student employee progra=
> m and I'd love to see how others are handling this as well.</div>
> <div>=A0</div>
> <div>John Shatzer<br>College of Wooster</div>
> <div><br>>>> Erin Nettifee <<a href=3D"mailto:erin.nettifee@duk=
> e.edu" target=3D"_blank">erin.nettifee@duke.edu</a>> 5/26/2011 9:26 AM &=
> gt;>><div><div></div><div class=3D"h5"><br>Hi all,<br><br>We're s=
> tarting 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 ma=
> king much more explicit. We want people to be comfortable not just with &qu=
> ot;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 ha=
> ve students who work in multiple areas (public schools, help desk, printing=
> , multimedia, communications, training) but we feel like all of them can be=
> nefit from this kind of generalized, higher-level training.<br>
>
> <br>Has anyone ever taught a "Troubleshooting 101" class like thi=
> s 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 bes=
> t way to structure this would be some introductory lesson / lecture type, a=
> nd then a LOT of active roleplaying . . . but we want to make it as interac=
> tive as possible.<br>
>
> <br>Thanks in advance!<br><br>Erin<br><br>-----------------------<br>Erin N=
> ettifee<br>Coordinator of Academic Support / Link Liaison<br>Duke Universit=
> y Office of Information Technology<br><a href=3D"mailto:erin.nettifee@duke.=
> edu" target=3D"_blank">erin.nettifee@duke.edu</a><br>
>
> <a href=3D"tel:%28919%29%20668-4829" value=3D"+19196684829" target=3D"_blan=
> k">(919) 668-4829</a> (desk)<br><br>_______________________________________=
> ____________<br>You are subscribed to the ResNet-L mailing list.<br><br>To =
> subscribe, unsubscribe or search the archives,<br>
>
> go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
> blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a><br>_______________=
> ____________________________________<br></div></div></div></div>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <div><div></div><div class=3D"h5"><p>
> To subscribe, unsubscribe or search the archives,
> go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
> blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
> ___________________________________________________
> </p></div></div></blockquote></div><br>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <p>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --0015174785827b5c2d04a42e01f0--
>
> ------------------------------
>
> Date: Thu, 26 May 2011 09:43:28 -0400
> From: "Randall K. Kouns" <kounsra@earlham.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> ------=_Part_794474_1406013609.1306417408717
> Content-Type: text/plain; charset=utf-8
> Content-Transfer-Encoding: 7bit
>
> Yes please make these public comments
>
> ----- Original Message -----
> From: "John Shatzer" <JSHATZER@wooster.edu>
> To: 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> 5/26/2011 9:26 AM >>>
> Hi all,
>
> We're starting our planning for training our new staff in August (here before 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 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.
>
> 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.
>
> Thanks in advance!
>
> Erin
>
> -----------------------
> Erin Nettifee
> Coordinator of Academic Support / Link Liaison
> Duke University Office of Information Technology
> erin.nettifee@duke.edu
> (919) 668-4829 (desk)
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
> ___________________________________________________ You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.EDU/archives/resnet-l.html ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
> ------=_Part_794474_1406013609.1306417408717
> Content-Type: text/html; charset=utf-8
> Content-Transfer-Encoding: quoted-printable
>
> <html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
> div style=3D'font-family: Times New Roman; font-size: 12pt; color: #000000'=
>> Yes please make these public comments<br><br><hr id=3D"zwchr"><b>From: </b=
>> "John Shatzer" <JSHATZER@wooster.edu><br><b>To: </b>RESNET-L@LISTSER=
> V.ND.EDU<br><b>Sent: </b>Thursday, May 26, 2011 9:37:26 AM<br><b>Subject: <=
> /b>Re: Teaching how to troubleshoot . . .<br><br>
>
>
>
> <div>I'm in the midst of putting together a new student employee program an=
> d I'd love to see how others are handling this as well.</div>
> <div> </div>
> <div>John Shatzer<br>College of Wooster</div>
> <div><br>>>> Erin Nettifee <erin.nettifee@duke.edu> 5/26/201=
> 1 9:26 AM >>><br>Hi all,<br><br>We're starting our planning for tr=
> aining our new staff in August (here before you know it!) <br><br>One of th=
> e 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 t=
> he 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 ____", b=
> ut 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 school=
> s, help desk, printing, multimedia, communications, training) but we feel l=
> ike all of them can benefit from this kind of generalized, higher-level tra=
> ining.<br><br>Has anyone ever taught a "Troubleshooting 101" class like thi=
> s 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 wa=
> y to structure this would be some introductory lesson / lecture type, and t=
> hen 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.e=
> du<br>(919) 668-4829 (desk)<br><br>________________________________________=
> ___________<br>You are subscribed to the ResNet-L mailing list.<br><br>To s=
> ubscribe, unsubscribe or search the archives,<br>go to <a href=3D"http://LI=
> STSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">http://LISTSERV.ND.=
> EDU/archives/resnet-l.html</a><br>_________________________________________=
> __________<br></div>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <p>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
> </p></div></body></html>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <p>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
> ------=_Part_794474_1406013609.1306417408717--
>
> ------------------------------
>
> Date: Thu, 26 May 2011 13:46:54 +0000
> From: "Rizzo, Jim" <JRIZZO@providence.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> I tell my students to ask a lot of questions, starting with the basics and
> building up from there. Questions to ask:
>
> Are there any error messages? If so, what do they say?
> Can it be reproduced after reboot?
> Is it plugged in?
> Is it turned on?
>
> The ability to troubleshoot is a skill that's tough to teach in a short
> class. It's something learned over long periods of time, in my experience.
> I would love to see what others do as well. I have the benefit (I'm
> staying positive here) of having almost an entirely new staff next year.
> So I can teach them all without having pre-conceived notions.
>
> Jim
> --
> Jim Rizzo
>
> Helpdesk Manager
> Providence College Information Technology
> (401) 865-1277
> AIM: JRizzoPC
> http://itweb.providence.edu/helpdesk
> http://selfhelp.providence.edu
>
> Find us on Facebook!
> http://www.facebook.com/ProvCollHelpDesk
>
>
>
>
> On 5/26/11 9:26 AM, "Erin Nettifee" <erin.nettifee@duke.edu> wrote:
>
>> Hi all,
>>
>> We're starting our planning for training our new staff in August (here
>> before 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 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.
>>
>> 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.
>>
>> Thanks in advance!
>>
>> Erin
>>
>> -----------------------
>> Erin Nettifee
>> Coordinator of Academic Support / Link Liaison
>> Duke University Office of Information Technology
>> erin.nettifee@duke.edu
>> (919) 668-4829 (desk)
>>
>> ___________________________________________________
>> You are subscribed to the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives,
>> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
>> ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ------------------------------
>
> Date: Thu, 26 May 2011 09:50:02 -0400
> From: "WILLIAM J. CAMPBELL" <wcampbell@fordham.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> <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>
> ___________________________________________________<br>
> You are subscribed to the ResNet-L mailing list.<br>
> <br>
> To subscribe, unsubscribe or search the archives,<br>
> go to </font><a href="http://listserv.nd.edu/archives/resnet-l.html" target=_blank><font size=3 color=blue face="Times"><u>http://LISTSERV.ND.EDU/archives/resnet-l.html</u></font></a><font size=3 face="Times"><br>
> ___________________________________________________</font>
> <br><font size=3 face="Times">___________________________________________________
> You are subscribed to the ResNet-L mailing list. </font>
> <br><font size=3 face="Times">To subscribe, unsubscribe or search the archives,
> go to </font><a href="http://listserv.nd.edu/archives/resnet-l.html"><font size=3 face="Times">http://LISTSERV.ND.EDU/archives/resnet-l.html</font></a><font size=3 face="Times">
> ___________________________________________________ </font>
> <p><font size=3>___________________________________________________ You
> are subscribed to the ResNet-L mailing list. </font>
> <br><font size=3>To subscribe, unsubscribe or search the archives, go to
> </font><a href="http://listserv.nd.edu/archives/resnet-l.html"><font size=3>http://LISTSERV.ND.EDU/archives/resnet-l.html</font></a><font size=3>
> ___________________________________________________</font>
> <br>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <p>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ------------------------------
>
> Date: Thu, 26 May 2011 13:51:54 +0000
> From: "McRitchie, Karen" <MCRITCHI@Grinnell.EDU>
> Subject: Re: Teaching how to troubleshoot . . .
>
> We do a couple of things here...first, our training program has a mentoring component, so the new employee works with a mentor for 8 weeks with evaluations and set tasks to accomplish during this time. Second, one of our workshops is on problem solving, where we do some hands on exercises to help teach the right questions to ask, both on the phone and when actually at a computer. One of our workshops is also a "booby trap lab" where we break 10 computers and in pairs, the new people try to fix them. There is a network problem, application problem, etc.
>
> I think Jim is right that better troubleshooting is based on experience, however, the more experiential stuff you can do in training, I think is helpful for giving them a good foundation.
>
> Karen
>
>
> Karen McRitchie
> Grinnell College- Information Technology Services
>
>
>
>
>
>
> -----Original Message-----
> From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Erin Nettifee
> Sent: Thursday, May 26, 2011 8:26 AM
> To: RESNET-L@LISTSERV.ND.EDU
> Subject: Teaching how to troubleshoot . . .
>
> Hi all,
>
> We're starting our planning for training our new staff in August (here before 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 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.
>
> 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.
>
> Thanks in advance!
>
> Erin
>
> -----------------------
> Erin Nettifee
> Coordinator of Academic Support / Link Liaison Duke University Office of Information Technology erin.nettifee@duke.edu
> (919) 668-4829 (desk)
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ------------------------------
>
> Date: Thu, 26 May 2011 09:55:51 -0400
> From: Ben Fielden <fieldenb@gwu.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> --0016e64f90eada7db704a42e2d5b
> Content-Type: text/plain; charset=ISO-8859-1
>
> I've always wanted to write a "build your own adventure" style script of
> sorts 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 can
> sit down with the book and get through a fair number of steps on their own.
> It also would provide instructions for what information to gather in case
> 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
> password!
>
>
>
> On Thu, May 26, 2011 at 9:50 AM, WILLIAM J. CAMPBELL
> <wcampbell@fordham.edu>wrote:
>
>> 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.
>>
>>
>>
>>
>> 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
>>
>> 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>
>> To: 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>
>> ------------------------------
>>
>>
>>
>> Yes please make these public comments
>>
>> ------------------------------
>> *From: *"John Shatzer" <JSHATZER@wooster.edu>*
>> To: *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> 5/26/2011 9:26 AM >>>
>> Hi all,
>>
>> We're starting our planning for training our new staff in August (here
>> before 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
>> 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.
>>
>> 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.
>>
>> Thanks in advance!
>>
>> Erin
>>
>> -----------------------
>> Erin Nettifee
>> Coordinator of Academic Support / Link Liaison
>> Duke University Office of Information Technology
>> erin.nettifee@duke.edu
>> (919) 668-4829 (desk)
>>
>> ___________________________________________________
>> You are subscribed to the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives,
>> go to *http://LISTSERV.ND.EDU/archives/resnet-l.html*<http://listserv.nd.edu/archives/resnet-l.html>
>> ___________________________________________________
>> ___________________________________________________ You are subscribed to
>> the ResNet-L mailing list.
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html<http://listserv.nd.edu/archives/resnet-l.html>___________________________________________________
>>
>> ___________________________________________________ You are subscribed to
>> the ResNet-L mailing list.
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html<http://listserv.nd.edu/archives/resnet-l.html>___________________________________________________
>> ___________________________________________________ You are subscribed to
>> the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives, go to
>> http://LISTSERV.ND.EDU/archives/resnet-l.html___________________________________________________
>>
>>
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --0016e64f90eada7db704a42e2d5b
> Content-Type: text/html; charset=ISO-8859-1
> Content-Transfer-Encoding: quoted-printable
>
> I've always wanted to write a "build your own adventure" styl=
> e script of sorts to use for the newest folks.<div><br></div><div>"Are=
> there any indicator lights? Yes - p2, No - p4"</div><div>"Do you=
> see the manufacturer's startup screen? Yes - read on, No - p4"</d=
> iv>
> <div><br></div><div>I think the new folks would have a lot more confidence =
> knowing 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 informat=
> ion to gather in case they cant figure out the information and need to have=
> one of my FT techs look at it.=A0</div>
> <div><br></div><div>Of course I haven't had the time to actually write =
> it...</div><div><br></div><div>-Ben<br clear=3D"all"><div><br></div><div>--=
> </div>Ben Fielden<div><div>Manager of Technical Support</div><div>Student T=
> echnology Services</div>
> <div>Division of Information Technology</div><div><a href=3D"http://it.gwu.=
> edu/sts" target=3D"_blank">http://it.gwu.edu/sts</a></div></div><div>202-99=
> 4-2597</div><div><br></div><div><span style=3D"font-family:arial, sans-seri=
> f;font-size:13px;border-collapse:collapse">Division of Information Technolo=
> gy staff members will=A0<font color=3D"#222222">NEVER ask for your=A0</font=
>> password!</span></div>
> <br>
> <br><br><div class=3D"gmail_quote">On Thu, May 26, 2011 at 9:50 AM, WILLIAM=
> J. CAMPBELL <span dir=3D"ltr"><<a href=3D"mailto:wcampbell@fordham.edu"=
>> wcampbell@fordham.edu</a>></span> wrote:<br><blockquote class=3D"gmail_=
> quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1=
> ex;">
> <font size=3D"2" face=3D"sans-serif">I do not have any formal training as m=
> ost
> 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
> they touch the innards of a machine, it won't explode. I don't real=
> ly 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=3D"2" face=3D"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 f=
> rom
> 5:00 AM thru 8:30 AM</font>
> <br>
> <br>
> <br>
> <br><font size=3D"1" color=3D"#5f5f5f" face=3D"sans-serif">From: =A0 =A0 =
> =A0
> =A0</font><font size=3D"1" face=3D"sans-serif">"Randall K. Kouns"
> <<a href=3D"mailto:kounsra@earlham.edu" target=3D"_blank">kounsra@earlha=
> m.edu</a>></font>
> <br><div class=3D"im"><font size=3D"1" color=3D"#5f5f5f" face=3D"sans-serif=
> ">To: =A0 =A0 =A0
> =A0</font><font size=3D"1" face=3D"sans-serif"><a href=3D"mailto:RESNET-L@L=
> ISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a></font>
> <br></div><font size=3D"1" color=3D"#5f5f5f" face=3D"sans-serif">Date: =A0 =
> =A0 =A0
> =A0</font><font size=3D"1" face=3D"sans-serif">05/26/2011 09:44 AM</font>
> <br><div class=3D"im"><font size=3D"1" color=3D"#5f5f5f" face=3D"sans-serif=
> ">Subject: =A0 =A0
> =A0 =A0</font><font size=3D"1" face=3D"sans-serif">Re: Teaching
> how to troubleshoot . . .</font>
> <br></div><font size=3D"1" color=3D"#5f5f5f" face=3D"sans-serif">Sent by: =
> =A0 =A0
> =A0 =A0</font><font size=3D"1" face=3D"sans-serif">Resnet Forum
> <<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@=
> LISTSERV.ND.EDU</a>></font>
> <br>
> <hr noshade><div><div></div><div class=3D"h5">
> <br>
> <br>
> <br><font size=3D"3" face=3D"Times">Yes please make these public comments<b=
> r>
> <br>
> </font>
> <hr><font size=3D"3" face=3D"Times"><b>From: </b>"John Shatzer" &=
> lt;<a href=3D"mailto:JSHATZER@wooster.edu" target=3D"_blank">JSHATZER@woost=
> er.edu</a>><b><br>
> To: </b><a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNE=
> T-L@LISTSERV.ND.EDU</a><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=3D"3" face=3D"Times">I'm in the midst of putting togethe=
> r a new
> student employee program and I'd love to see how others are handling th=
> is
> as well.</font>
> <br><font size=3D"3" face=3D"Times">=A0</font>
> <br><font size=3D"3" face=3D"Times">John Shatzer<br>
> College of Wooster</font>
> <br><font size=3D"3" face=3D"Times"><br>
> >>> Erin Nettifee <<a href=3D"mailto:erin.nettifee@duke.edu" ta=
> rget=3D"_blank">erin.nettifee@duke.edu</a>> 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=
> 9;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 bes=
> t
> 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 intera=
> ctive
> 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@d=
> uke.edu</a><br>
> (919) 668-4829 (desk)<br>
> <br>
> ___________________________________________________<br>
> You are subscribed to the ResNet-L mailing list.<br>
> <br>
> To subscribe, unsubscribe or search the archives,<br>
> go to </font><a href=3D"http://listserv.nd.edu/archives/resnet-l.html" targ=
> et=3D"_blank"><font size=3D"3" color=3D"blue" face=3D"Times"><u>http://LIST=
> SERV.ND.EDU/archives/resnet-l.html</u></font></a><font size=3D"3" face=3D"T=
> imes"><br>
>
> ___________________________________________________</font>
> <br><font size=3D"3" face=3D"Times">_______________________________________=
> ____________
> You are subscribed to the ResNet-L mailing list. </font>
> <br><font size=3D"3" face=3D"Times">To subscribe, unsubscribe or search the=
> archives,
> go to </font><a href=3D"http://listserv.nd.edu/archives/resnet-l.html" targ=
> et=3D"_blank"><font size=3D"3" face=3D"Times">http://LISTSERV.ND.EDU/archiv=
> es/resnet-l.html</font></a><font size=3D"3" face=3D"Times">
> ___________________________________________________ </font>
> </div></div><p></p><div><div></div><div class=3D"h5"><font size=3D"3">_____=
> ______________________________________________ You
> are subscribed to the ResNet-L mailing list. </font>
> <br><font size=3D"3">To subscribe, unsubscribe or search the archives, go t=
> o
> </font><a href=3D"http://listserv.nd.edu/archives/resnet-l.html" target=3D"=
> _blank"><font size=3D"3">http://LISTSERV.ND.EDU/archives/resnet-l.html</fon=
> t></a><font size=3D"3">
> ___________________________________________________</font>
> <br></div></div>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <div class=3D"im"><p>
> To subscribe, unsubscribe or search the archives,
> go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_=
> blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
> ___________________________________________________
> </p></div><p></p></blockquote></div><br></div>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
> <p>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --0016e64f90eada7db704a42e2d5b--
>
> ------------------------------
>
> Date: Thu, 26 May 2011 09:58:28 -0400
> From: Erin Nettifee <erin.nettifee@duke.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> What kind of hands-on exercises do you do in your troubleshooting workshop, Karen?
>
> Erin
>
> -----------------------
> Erin Nettifee
> Coordinator of Academic Support / Link Liaison
> Duke University Office of Information Technology
> erin.nettifee@duke.edu
> (919) 668-4829 (desk)
>
>
>
>
> On May 26, 2011, at 9:51 AM, McRitchie, Karen wrote:
>
>> We do a couple of things here...first, our training program has a mentoring component, so the new employee works with a mentor for 8 weeks with evaluations and set tasks to accomplish during this time. Second, one of our workshops is on problem solving, where we do some hands on exercises to help teach the right questions to ask, both on the phone and when actually at a computer. One of our workshops is also a "booby trap lab" where we break 10 computers and in pairs, the new people try to fix them. There is a network problem, application problem, etc.
>>
>> I think Jim is right that better troubleshooting is based on experience, however, the more experiential stuff you can do in training, I think is helpful for giving them a good foundation.
>>
>> Karen
>>
>>
>> Karen McRitchie
>> Grinnell College- Information Technology Services
>>
>>
>>
>>
>>
>>
>> -----Original Message-----
>> From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Erin Nettifee
>> Sent: Thursday, May 26, 2011 8:26 AM
>> To: RESNET-L@LISTSERV.ND.EDU
>> Subject: Teaching how to troubleshoot . . .
>>
>> Hi all,
>>
>> We're starting our planning for training our new staff in August (here before 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 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.
>>
>> 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.
>>
>> Thanks in advance!
>>
>> Erin
>>
>> -----------------------
>> Erin Nettifee
>> Coordinator of Academic Support / Link Liaison Duke University Office of Information Technology erin.nettifee@duke.edu
>> (919) 668-4829 (desk)
>>
>> ___________________________________________________
>> You are subscribed to the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.EDU/archives/resnet-l.html
>> ___________________________________________________
>>
>> ___________________________________________________
>> You are subscribed to the ResNet-L mailing list.
>>
>> To subscribe, unsubscribe or search the archives,
>> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
>> ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ------------------------------
>
> Date: Thu, 26 May 2011 10:12:25 -0400
> From: "Lyons, Andrew H" <ALyons1@uamail.albany.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> Erin,
>
> While I don't have any specific materials for it currently, I have used some sample flowcharts for common or interesting issues in the past. Some include the decisions (e.g. narrowing down "it won't start" to the actual symptom and then finding the part or other cause) and some are simply sequential processes (e.g. wireless troubleshooting, including, check configuration > rebuild configuration > winsock reset > reset password > reinstall driver > refer for OS-level corruption issues).
>
> We stress getting all the details available from the customer and their own checking (better too much data than not enough). Other training activities include simulation of issues where we "break" something on a test or lab computer and give the rough symptom, then they must figure out and resolve the cause, if possible (sometimes it is beyond their access to fix and escalating is an option).
>
> We have also built some incident/ticket templates in our tracking system that they use and include basic instructions, troubleshooting steps, or required fields that will be necessary to diagnose further (e.g. printer IP, location, model, restart printer/PC, etc.).
>
> We also include common issues for the campus-specific services in training for both student and professional staff.
>
> Hope this is useful, though I am eager to see what others have too.
>
> Andrew Lyons, IT Support Specialist
> ITS Client Support Services
> University at Albany
>
> -----Original Message-----
> From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Erin Nettifee
> Sent: Thursday, May 26, 2011 9:26 AM
> To: RESNET-L@LISTSERV.ND.EDU
> Subject: Teaching how to troubleshoot . . .
>
> Hi all,
>
> We're starting our planning for training our new staff in August (here before 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 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.
>
> 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.
>
> Thanks in advance!
>
> Erin
>
> -----------------------
> Erin Nettifee
> Coordinator of Academic Support / Link Liaison Duke University Office of Information Technology erin.nettifee@duke.edu
> (919) 668-4829 (desk)
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> ------------------------------
>
> Date: Thu, 26 May 2011 10:20:11 -0400
> From: "Lyons, Andrew H" <ALyons1@uamail.albany.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> --_000_3B6FE7CD7AC6BB4789A10467A1F3D38727D04DEC9EUAEXCH07univa_
> Content-Type: text/plain; charset="us-ascii"
> Content-Transfer-Encoding: quoted-printable
>
> 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)
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html<http://listserv.nd.edu/=
> archives/resnet-l.html>
> ___________________________________________________
> ___________________________________________________ You are subscribed to t=
> he ResNet-L mailing list.
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
> EDU/archives/resnet-l.html<http://listserv.nd.edu/archives/resnet-l.html> _=
> __________________________________________________
> ___________________________________________________ You are subscribed to t=
> he ResNet-L mailing list.
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
> EDU/archives/resnet-l.html<http://listserv.nd.edu/archives/resnet-l.html> _=
> __________________________________________________
> ___________________________________________________ You are subscribed to t=
> he ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
> EDU/archives/resnet-l.html ________________________________________________=
> ___
>
> ___________________________________________________ You are subscribed to t=
> he ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
> EDU/archives/resnet-l.html ________________________________________________=
> ___
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --_000_3B6FE7CD7AC6BB4789A10467A1F3D38727D04DEC9EUAEXCH07univa_
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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=
> ailing list.<br><br>To subscribe, unsubscribe or search the archives,<br>go=
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> =3D"_blank"><span style=3D'font-family:"Times","serif"'>http://LISTSERV.ND.=
> EDU/archives/resnet-l.html</span></a><span style=3D'font-family:"Times","se=
> rif"'><br>___________________________________________________</span> <br><s=
> pan style=3D'font-family:"Times","serif"'>_________________________________=
> __________________ You are subscribed to the ResNet-L mailing list. </span>=
> <br><span style=3D'font-family:"Times","serif"'>To subscribe, unsubscribe o=
> r search the archives, go to </span><a href=3D"http://listserv.nd.edu/archi=
> ves/resnet-l.html" target=3D"_blank"><span style=3D'font-family:"Times","se=
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> =3D'font-family:"Times","serif"'> _________________________________________=
> __________ </span><o:p></o:p></p></div></div><div><div><p class=3DMsoNormal=
>> ___________________________________________________ You are subscribed to =
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>> </o:p></p></div></div><p class=3DMsoNormal><o:p> </o:p></p></div><p c=
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> --_000_3B6FE7CD7AC6BB4789A10467A1F3D38727D04DEC9EUAEXCH07univa_--
>
> ------------------------------
>
> Date: Thu, 26 May 2011 16:19:40 -0400
> From: "Britton, Kyle (brittokj@oneonta.edu)" <brittokj@oneonta.edu>
> Subject: Re: Teaching how to troubleshoot . . .
>
> --_000_9BC6EE6569294EFD878C5A692B7A4064oneontaedu_
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>
> --_000_9BC6EE6569294EFD878C5A692B7A4064oneontaedu_--
>
> ------------------------------
>
> Date: Thu, 26 May 2011 16:20:55 -0400
> From: 2011 Student Technology Conference Host <host@resnetsymposium.org>
> Subject: Student Technology Conference News - May 26th, 2011
>
> --90e6ba53a470f655a004a4338e6c
> Content-Type: text/plain; charset=windows-1252
> Content-Transfer-Encoding: quoted-printable
>
> To quote Rebecca Black, =93we, we, we so excited=85=94 for ResNet 2011! It=
> =92s no
> coincidence that the opening dinner is on a
> Friday<http://www.youtube.com/watch?v=3DCD2LRROpph0>
> .
>
> *Registration Reminder*
>
> Sure, ResNet 2011 will be here in less than a month, but there=92s still ti=
> me
> to register <http://www.regonline.com/942048>! Registration closes next
> Friday, June 3rd, so make sure to register soon.
>
> We=92d hate to have you miss out on all the awesome parts of ResNet 2011:
> meeting people (new and old), learning new things, and of course the fun
> activities! (Though we wouldn=92t mind eating all the extra cake in your
> absence.)
>
> *Space still available in several PDS Sessions and half-day activities*
>
> Speaking of registration, it=92s not too late to sign up for one or two PDS
> Sessions<http://resnetsymposium.org/resnet2011/resnet-2011-news/may-26-2011=
> /resnet2011/professional-development-seminars>,
> and/or a Half-day
> activity<http://resnetsymposium.org/resnet2011/half-day-activities>
> .
>
> All PDS Sessions still have spaces available, but some are filling up
> quickly. Currently there are only two spaces left in the *Windows Technical
> Fundamentals for Understanding and Cleaning Malware* by Brandon Enright, so
> make sure to edit your registration if you=92re interested.
>
> Also, we still have space available in every half-day activity, so check
> them out and register. Whether it=92s following the tracks of dinosaurs,
> taking a day trip to NYC, or catching a local baseball game, we=92ve got
> something that=92ll make your free time on Sunday super fun!
>
> *Documentation Fair*
>
> One of the things that we all like about the ResNet community is the
> willingness to share information. The Documentation Fair at the ResNet
> Symposium is your chance to showcase and share your ResNet posters,
> marketing materials, CDs, training materials, giveaways, surveys, forms,
> URLs, etc.
>
> For more information, including how to get your documentation to ResNet
> 2011, visit the Documentation
> Fair<http://resnetsymposium.org/resnet2011/resnet-2011-news/may-26-2011/res=
> net2011/documentation-fair>page.
>
> *T-shirt Exchange*
>
> In addition to the doc fair, we=92re also keeping up the ever-popular
> tradition of the T-Shirt Exchange. Bring a new, clean shirt from your
> program or campus and go home with a cool-looking shirt from another
> institution.
>
> More information about the T-Shirt Exchange, including the rules, can be
> found on the T-Shirt
> Exchange<http://resnetsymposium.org/resnet2011/t-shirt-exchange>page.
>
> *ResNet Forum*
>
> Also, don=92t forget that you can sign up and post any questions or discuss=
> ion
> topics on the ResNet 2011 Forum<http://resnetsymposium.org/resnet2011/bbpre=
> ss>.
> Don=92t hesitate to make use of this valuable resource!
>
> *Did you know=85?*
>
> New Haven has its own style of pizza, called New Haven
> apizza<http://en.wikipedia.org/wiki/New_Haven-style_pizza>(pronounced
> *ah-Beetz*). This style was made popular by Frank Pepe Pizzeria Napoletana
> (a.k.a. Pepe=92s), which also claims to have invented the pizza.
>
> Yale is known for its food
> carts<http://www.nytimes.com/2010/04/25/nyregion/25dinect.html>.
> Almost every day, you can find dozens of food carts in select locations
> around campus, serving delicious food from cuisines all over the world,
> including: Cuban, Ethiopian, Indian, Japanese, Mexican, Thai, and more!
>
> --=20
> Adam Bray, Host Committee Co-Chair, Yale University
> Loriann Seluga, Host Committee Co-Chair, Yale University
> Laura Tomas, Host Committee Co-Chair, Yale University
> Chester Andrews, Program Committee Chair, Oberlin College
>
> Contact us at: host@resnetsymposium.org
> http://resnetsymposium.org/resnet2011
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --90e6ba53a470f655a004a4338e6c
> Content-Type: text/html; charset=windows-1252
> Content-Transfer-Encoding: quoted-printable
>
> <meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3DUTF-8">
> <meta http-equiv=3D"Content-Style-Type" content=3D"text/css">
> <title></title>
> <meta name=3D"Generator" content=3D"Cocoa HTML Writer">
> <meta name=3D"CocoaVersion" content=3D"1038.35">
> <style type=3D"text/css">
> p.p1 {margin: 0.0px 0.0px 12.0px 0.0px; font: 12.0px Verdana}
> p.p2 {margin: 0.0px 0.0px 10.0px 0.0px; font: 14.0px Verdana}
> span.s1 {text-decoration: underline ; color: #0f4d92}
> </style>
>
>
> <p class=3D"p1">To quote Rebecca Black, =93we, we, we so excited=85=94 for =
> ResNet 2011! It=92s no coincidence that the opening dinner is on a <a href=
> =3D"http://www.youtube.com/watch?v=3DCD2LRROpph0"><span class=3D"s1">Friday=
> </span></a>.</p>
>
> <p class=3D"p2"><b>Registration Reminder</b></p>
> <p class=3D"p1">Sure, ResNet 2011 will be here in less than a month, but th=
> ere=92s still <a href=3D"http://www.regonline.com/942048"><span class=3D"s1=
> ">time to register</span></a>! Registration closes next Friday, June 3rd, s=
> o make sure to register soon.</p>
>
> <p class=3D"p1">We=92d hate to have you miss out on all the awesome parts o=
> f ResNet 2011: meeting people (new and old), learning new things, and of co=
> urse the fun activities! (Though we wouldn=92t mind eating all the extra ca=
> ke in your absence.)</p>
>
> <p class=3D"p2"><b>Space still available in several PDS Sessions and half-d=
> ay activities</b></p>
> <p class=3D"p1">Speaking of registration, it=92s not too late to sign up fo=
> r one or two <a href=3D"http://resnetsymposium.org/resnet2011/resnet-2011-n=
> ews/may-26-2011/resnet2011/professional-development-seminars"><span class=
> =3D"s1">PDS Sessions</span></a>, and/or a <a href=3D"http://resnetsymposium=
> .org/resnet2011/half-day-activities"><span class=3D"s1">Half-day activity</=
> span></a>.</p>
>
> <p class=3D"p1">All PDS Sessions still have spaces available, but some are =
> filling up quickly. Currently there are only two spaces left in the <b>Wind=
> ows Technical Fundamentals for Understanding and Cleaning Malware</b> by Br=
> andon Enright, so make sure to edit your registration if you=92re intereste=
> d.</p>
>
> <p class=3D"p1">Also, we still have space available in every half-day activ=
> ity, so check them out and register. Whether it=92s following the tracks of=
> dinosaurs, taking a day trip to NYC, or catching a local baseball game, we=
> =92ve got something that=92ll make your free time on Sunday super fun!</p>
>
> <p class=3D"p2"><b>Documentation Fair</b></p>
> <p class=3D"p1">One of the things that we all like about the ResNet communi=
> ty is the willingness to share information. The Documentation Fair at the R=
> esNet Symposium is your chance to showcase and share your ResNet posters, m=
> arketing materials, CDs, training materials, giveaways, surveys, forms, URL=
> s, etc.</p>
>
> <p class=3D"p1">For more information, including how to get your documentati=
> on to ResNet 2011, visit the <a href=3D"http://resnetsymposium.org/resnet20=
> 11/resnet-2011-news/may-26-2011/resnet2011/documentation-fair"><span class=
> =3D"s1">Documentation Fair</span></a> page.</p>
>
> <p class=3D"p2"><b>T-shirt Exchange</b></p>
> <p class=3D"p1">In addition to the doc fair, we=92re also keeping up the ev=
> er-popular tradition of the T-Shirt Exchange. Bring a new, clean shirt from=
> your program or campus and go home with a cool-looking shirt from another =
> institution.</p>
>
> <p class=3D"p1">More information about the T-Shirt Exchange, including the =
> rules, can be found on the <a href=3D"http://resnetsymposium.org/resnet2011=
> /t-shirt-exchange"><span class=3D"s1">T-Shirt Exchange</span></a> page.</p>
> <p class=3D"p2"><b>ResNet Forum</b></p>
> <p class=3D"p1">Also, don=92t forget that you can sign up and post any ques=
> tions or discussion topics on the <a href=3D"http://resnetsymposium.org/res=
> net2011/bbpress"><span class=3D"s1">ResNet 2011 Forum</span></a>. Don=92t h=
> esitate to make use of this valuable resource!</p>
>
> <p class=3D"p2"><b>Did you know=85?</b></p>
> <p class=3D"p1">New Haven has its own style of pizza, called <a href=3D"htt=
> p://en.wikipedia.org/wiki/New_Haven-style_pizza"><span class=3D"s1">New Hav=
> en apizza</span></a> (pronounced <i>ah-Beetz</i>). This style was made popu=
> lar by Frank Pepe Pizzeria Napoletana (a.k.a. Pepe=92s), which also claims =
> to have invented the pizza.</p>
>
> <p class=3D"p1">Yale is <a href=3D"http://www.nytimes.com/2010/04/25/nyregi=
> on/25dinect.html"><span class=3D"s1">known for its food carts</span></a>. A=
> lmost every day, you can find dozens of food carts in select locations arou=
> nd campus, serving delicious food from cuisines all over the world, includi=
> ng: Cuban, Ethiopian, Indian, Japanese, Mexican, Thai, and more!</p>
> <br>-- <br>Adam Bray, Host Committee Co-Chair, Yale University<br>Loriann S=
> eluga, Host Committee Co-Chair, Yale University<br>Laura Tomas, Host Commit=
> tee Co-Chair, Yale University<br>Chester Andrews, Program Committee Chair, =
> Oberlin College<br>
> <br>Contact us at:=A0 <a href=3D"mailto:host@resnetsymposium.org" target=3D=
> "_blank">host@resnetsymposium.org</a><br><a href=3D"http://resnetsymposium.=
> org/resnet2011" target=3D"_blank">http://resnetsymposium.org/resnet2011</a>=
> <br><br>
>
> ___________________________________________________
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> <p>
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> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
> --90e6ba53a470f655a004a4338e6c--
>
> ------------------------------
>
> End of RESNET-L Digest - 24 May 2011 to 26 May 2011 (#2011-105)
> ***************************************************************
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