The CERM office hours are 9-5, Monday to Friday. This covers 40 hours per week, in addition, professionals provide support, as needed, on nights and weekends |
Troubleshooting Staff
Officially cover 42.5 hours/week 8-4:30 M-F, occasional additional support for high-priority issues evenings and weekends |
Colleen Major – 20%
Susan Marcin – 20%
Wilson Alejo – 30%
Karen Aponte-Velez – 30%
Renata Karr – 30%
Valery Kazakov – 30%
Lyudmila Zak – 30%
Joyce McDonough – 10%
LITO staff – 02%
Alan Schaplowsky – 10%
AAS staff – 02% |
Regularly scheduled troubleshooting staff. These staff cover 2 or 3 shifts per week. Shifts are AM or PM, Monday-Friday.
Liisa Mobley – 35%
Rebecca Utz – 35%
Heather Shipman - 25%
Sally Lockwood – 25%
Referral or specialist staff
Jesse Koennecke – 10%
Bill Kara – 5%
Jim Spear – 10%
Amy Blumenthal (Desktop Services)-- 5-10%
Peter Martinez (Batch Processing)-- 5-10%
Chris Manly (IT) – 5%
Pete Hoyt (IT) – 5%
Debra Warfield (Serials) - 5%
Other serials staff – 5% |
Tasks
Review reports as received and triage
Respond immediately if a known problem.
If research is required, acknowledge problem report and begin identifying and resolving issues.
Determine if individual has sufficient privileges to access
Determine if the issue is related to individual’s location
Determine if resource needs to be proxied to gain off-campus access. (rare occurrence)
Confirm that you can access the resource, both on and off campus.
If you cannot access resource, determine whether we own it electronically? in print? Is this a free resource?
If e-book package, e.g., Safari, determine if this title has fallen out of the titles offered.
Determine if invoice has been paid, including issuance of check.
Check vendor’s support pages for technical information |
Monitor LIBIT-L, LIBGATEWAY-L, ERLM-L and other lists for reported issues. Triage incidents.
Respond immediately if known issue
If further research required, acknowledge receipt with patron and/or other staff
Replicate problem if possible
Determine if subscription or payment problem or technical issue
Route issue accordingly if special expertise is required
Confirm access or lack of access with patron and/or other staff
Follow-up until resolved
Incident is "owned" by the staff member that initially receives it until clearly handed off.
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Typical Troubleshooting Job Description Statement for regularly scheduled troubleshooting staff: Providing first level technical support for e-resource access and subscription problems sent via email and communicating with users, staff, and online resource vendors/publishers to resolve issues and respond to patrons as needed. Collaborating on troubleshooting and configuring of e-resources and maintaining access to e-resources. |
Typical Troubleshooting Job Description Statement for regularly scheduled troubleshooting staff:
Electronic Resource Technical Support: Monitor, analyze and respond as appropriate to access-related problems reported through various means, including internal communications and LIBIT-L. Responses often include contacting the vendor to resolve the problem. This individual must be able to analyze the nature of the problem and take appropriate action. Such analysis requires judgment of how electronic resources are made available to the Cornell Community. Includes regular email and phone contact with other library staff, faculty and students at all levels. |
