Resnet Technicians Page

Please remember that our Resnet Technicians will only be expected to provide support for Hopkins ITS-supported ResNet configurations. These are:

• ResNet Ethernet connections for IBM-compatible PCs running Windows 2000/XP Macintoshes running the Mac OS 9 or higher.

Contacting ResTechs

To schedule an appointment to have a Resnet Technician come to your room to evaluate and troubleshoot your problem, call Hopkins ITS Support Services office at 410-516-HELP.

• As best as you can, try to explain the problem you are having with your ResNet connection, including when the problem began, and what actions on your part brought it to your attention. Please offer your phone number, e-mail address, and building/room number, and the best way to contact you (i.e. Phone, E-mail, etc). Also tell Support Services staffer the times when you may be reached for service, if an appointment cannot be set up immediately. You should be given a trouble ticket number which you should remember and refer to if you need to contact Support Services again about the problem. You may also send E-mail to support@jhu.edu.
  
• For general questions, send e-mail to resnet@jhu.edu. Naturally, if your own ResNet connection isn't working, you'll need to do this from a friend's computer or the Krieger Academic Computing Lab.
  
• A Resnet Technician should come to your room or call you from your hall's lobby or main phone at the scheduled appointment time. If this does not happen, you should call Support Services again, or send a complaint to ResNet, and refer to your trouble ticket number. Consultants who repeatedly fail to respond will be terminated. Of course, praise for good consultant work is also welcome to the ResNet e-mail account.

If your consultant cannot help you solve your problem, he or she should escalate the problem to the full-time ResNet administrator.

Having problems with ResNet student workers?
We want to know if you're not getting helped by ResNet workers, especially since they are not supervised in the traditional, "looking over your shoulder" sense, by regular Hopkins ITS staff. You will be our primary source of information on their good or poor behavior and performance.

• If you are having difficulties with ResNet, and cannot obtain help from the student workers, or believe they are behaving toward you inappropriately, please let us know as soon as possible. The ResNet administrator will investigate, and if such complaints prove true, workers involved will be dismissed.
  
• If you are not satisfied with the help you do obtain, we want to know about that, too. We will provide workers with additional training if needed. Mistakes are only human, but workers who consistently have performance problems will be dismissed.

Please direct such issues to resnet@jhu.edu, or call Support Services at 410-516-HELP and ask for the ResNet administrator.

RESNET Links:

RESNET Website

Registration How-To

DHCP How-To

Firewall How-To

Antivirus

Game Console Information

Wireless Router Information

MCP Homepage

FAQ