Frontline Quick Links

The following link will launch a window within this page:
Link

For this demo version, you can view my resume HERE.

For this demo version, you can view works of which I am the author, an author, a contributor, or developer. They are available HERE.

When a customer has difficulty with a web page (authenticating, an error, etc.), make sure you get the full URL of the web site so that we can better troubleshoot the issue.

When you work walk-in and are returning hardware to our customers, please give the customer the Hardware Repair Service Summary sheet so they can have a summary of the repair for their records. Don't forget to have the customer sign the Hardware Repair Service Request form for our records (signature would be our proof that they did pick up their computer) and file in folder on the To PC Services rack as you have been doing. Will there always be a Hardware Repair Service Summary sheet? Hopefully so.

Please do as follows in the order below:
(Do not automatically go to the dispatch; if someone looks busy, still ask him or her for assistance before going to the next person)

1. Have customer try Secret
   Question first.
   Then, check the following:
2. Frontline employees w/ reset capability, or
3. Team Lead (Mike Carson or
   Chris Golding), or
4. 30-hour, or
5. Customer Service Specialist
   (Mike Benedict).
6. Accounts Specialist (Celia).
7. Dispatching Analyst.
8. Other Analysts.
9. HelpDesk Manager (Debby).
10. Log to Account Specialist
    in Remedy (Celia).

Original Source:
N:\AF\IT\CS-Shares\Team Leaders\
Monthly Meetings\School Yr 2006-2007\
2-23-07\Meeting Notes.doc

• Blackboard
• CampusNet
• Centra Symposium
• Check Writer Printer
• Digital Image Databases
• Dining Services
• eVA
• Hardware Problems
• Software Training (House Calls)
• Novell Netware file restores
• Novell NDS account problems
• Port and Network Jack problems
• Service Disruption
• Support for Student Personally-Owned Computers (Not an official OLA)
• Warranty Repair