Management week #2 DQ#2 peer#2. Ask a probing question Share an insight from having read your fellow learners’ postings Offer and support an opinion Expand on your fellow learners’ postings You can respond by providing a summary and an APA reference to research in the literature

Respond in one or more of the following ways: Ask a probing question Share an insight from having read your fellow learners’ postings Offer and support an opinion Expand on your fellow learners’ postings You can respond by providing a summary and an APA reference to research in the literature

Mott Question 1

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1. What is a possible problem?

• Based on the description of the problem in the scenario is sounds like it is a local outage of a wireless access point.  Based on the fact that all wired users are still connected to the internet and other wireless users in the building are not having issues.  It seems to be isolated to a particular area in the building

1. What is one possible solution?

• The first step would be to login to the wireless controller and see what access point or points are having issues. If the system indicated they have lost their connectivity you can send a reset to the access point.  If the access point is completely off line or the pushed out reset doesn’t work, a technician should be dispatched to observe the AP.  Does it have power?  If so have the technician do a hard reset or power cycle the AP.  If it does not have power the AP should be swapped out with a preconfigured backup.

1. What is a reasonable work around?

• The users would essentially have two options. If they are working off a laptop they could relocate to another are of the building this has functional Wi-Fi.  If they are on a desktop or do not have the ability to move because they need to be by their desk phone, then a technician could be dispatched to see what ability there is to hardwire in the device.

1. Should there be a policy that covers this outage?

• Absolutely there should.  Having no internet can bring many users work to a screeching halt.  Every minute that goes by that a user cannot work is money being wasted due to no productivity.

1. )When would you escalate this call or ticket?

• The ticket should be escalated if the initial troubleshooting by yourself and the dispatched technician did not work.

B.)What teams would you create or assemble

• Three parties should be involved with this issue.  The help desk team since they are the initial point of contact with the issue.  The onsite technicians since they will be the staff dispatched to the problem if the initial fix does not work.  The last party that should be involved is the networking staff.  They will be the ones that will handle the issue if the help desk and the onsite technicians were not able to.  They can also provide guidance on creating the best plan moving forward.

1. What message would you give to the client?

• We are experiencing an isolated Wi-Fi issue in your area of the building.  This is not a complete outage so if you have the ability to move to another area of the building to continue working, we recommend doing so.  If you do not have the ability to move, I can dispatch a technician to your area and see if we can hardwire your device.  I apologize for the inconvenience and we hope to have everything up and running as soon as possible.