[509] in resnet
Re: What's Supported?
daemon@ATHENA.MIT.EDU (Norm Myers)
Tue Dec 4 13:27:48 2001
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Message-ID: <a0510030ab832ba73e08b@[128.223.123.229]>
Date: Tue, 4 Dec 2001 10:20:33 -0800
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Norm Myers <nmyers@OREGON.UOREGON.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <5.1.0.14.0.20011204095107.00a716e0@mail.acu.edu>
We support network related problems and depending on free time some
other problems too. Everything is run out of our central scheduling
office so non network problems can easily be passed on to actual
repair facilities. We will often give a quick look at a box to make
sure it is a hardware problem or tell them they need to reinstall
Windows etc.
Network related currently means opening boxes, installing NICs,
setting up basic network programs, troubleshooting lost connections,
working with some infected computers so we can get them back on our
network, helping disable P2P sharing, and disabling UPNP.
What we do sometimes is add memory when we are adding NIC, reinstall
systems if they bring the cpu to us in a slow time, and will more
likely spend time on a laptop on non related tasks, because the
students bring them to our office.
What we don't do is printers, assistance with non network programs,
or network games. If the basic networking works but their game
doesn't they get to research the problem and resolve it. We will try
to point them in the right direction, if they ask. Still debating
adding an unsupported fee to look at these during slow times.
Computers that need major work are referred to hardware folks. Those
that just don't want to talk to our network we play with for up to 5
hours as we step through the levels of techs and try other types and
brands of ethernet cards. We carry at 3Com, Danpex, and Farallon
cards along with Linksys USB and an early troubleshooting step is to
try an alternate card to isolate the problem. We often exchange
cards if the problem is resolved rather than spending additional time
on the non working card.
Support all comes down to funding, what can you get approved and what
you can get accomplished with what funds you have. Selling ethernet
cards and charging unsupported fees gives me more funds and combines
with the support from Housing via students room rates. If you are
strapped look at choices of other funding, reduced support, and
possible efficiency savings. Then offer choices, Residence Life may
want to add funds to keep students happy, students may be willing to
pay assistance fees for help, or your connection fee (none here) may
need to be raised. Good Luck,
>Our ResNet/Central Student HelpDesk, called Team 55, is currently
>revisiting the type of support we offer to our student body. Currently we
>will help with anything short of opening a case, on almost any OS. That
>will include system reloads, software installs, virus clean-up,
>connectivity setup, ect.
>
>What lines are other support organizations drawing in the sand and why?
>
>It seems that our Customer Service is taking a hit because we spend too
>long on student machines that may need "too much" support to be functional
>on our network.
>
>Comments?
>
>
>Wes Witemeyer
>Abilene Christian University
>Abilene, Texas.
--
***********************************************************
Life is not fair, some have it better, others are much worse off.
Thank God for your blessings &
work to make life better for yourself and those you know.
***********************************************************
Norm Myers e-mail nmyers@oregon.uoregon.edu
Computing Coordinator office (541) 346-5227
University of Oregon Housing fax (541) 346-4268
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