Interviewer: Shileola Adeniranye
I carried out the first interview via face book. BODE FUWA
UMBC IS MAJOR: GRADUATION: 2008
Q: So how often do you need technical help form the OIT?
Bode Fuwa
I've needed help twice in the last six months
Q: So what was your first action when you needed help? In other words, When you have a problem, what is your first step? (troubleshoot, call, email, search?)
Bode Fuwa
I send an email, if I’m nearby, I walk in
Q: Do you struggle to put your problem into words?
Bode Fuwa
for the most part yes. articulating issues while using specific technical terms can be a challenge
Q: Typically how long between problem is an introduction to solution?
Bode Fuwa
A couple of hours at least, I usually get a ticket number first, then someone contacts me.
Q: What are/ the types of problems that you usually have?
Bode Fuwa
I usually have issues like connecting to the UMBC 'tsunami' wireless network and WebPages not loading
Q: Aside from UMBC, will you return to a website you had trouble with before, and could not find help?
as IS major, I’ve learned that networking and asking for help are integral to success. answering your question, I usually don't return to difficult cites with poor user interface. I like the simplicity of google and youtube as well as the intuitiveness
Q: Do you usually visit the OTI web page. And if yes, do the FAQ (frequently asked questions) help with your problems?
Bode Fuwa
no I don't frequently visit the OIT web page because response time is too slow. I do however FAQs to help with problems.
Q: Does searching for help in a knowledge base usually yield good results?
Bode Fuwa
searching knowledge bases also helps because of a quick response time
Q: If you have to leave you information for a call back would you do it, or look for a different alternative?
Bode Fuwa
I actually don't mind leaving contact information for help desk
Q: Would you be interested in a live chat program to talk with a tech immediately? and if yes how successful was it?
Bode Fuwa
yes I would be interested in a live chat program. it think it would be highly successful. I pretty much do it now with my classmates. I text message them when I have questions