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NERCOMP EVENT
Different Help Desks, Similar Goals
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There are many types of Help Desks. Some support everyone associated with the university, while others support only parts of the user community. The Help Desk can be a highly visible part of the university, or it can be a call center or office that is tucked away in a little-known part of the campus. Many schools employ student workers to supplement the efforts of full-time Help Desk staff, however the responsibilities of these students vary from school to school. This SIG will be an opportunity to compare and contrast different schools’ approaches to the Help Desk.
Workshop Organizer/Host: Rick Brownell of Quinnipiac University
Date/Time:
Wednesday, April 11, 2007
9:00am - 3:00pm
Registration begins at 8:00am
Location:
UMASS Amherst
Campus Center
First Floor
Amherst, MA
Click
Here for a Map
Click Here for Directions
Special instructions:
Getting to the Campus Center Parking Garage… From Massachusetts Avenue (after exiting from Route 116) At the second set of lights turn left onto Commonwealth Avenue – Boyden Gymnasium is on the corner of Commonwealth & Massachusetts Avenues. At the next set of lights turn right onto Campus Center Way and proceed up Campus Center Way – The entrance to the Campus Center Parking Garage is at the top of the hill on the right.
Parking is available in the Campus Center Garage, pick up your parking pass at the registration desk and pay $5 when leaving.
Park on the 2nd floor of the parking garage and walk thru the hallway into the Student Center and go down to the first floor.
Pricing:
NERCOMP Members: $80
Non-Members: $180
By clicking on the "Register" button below, you are indicating a commitment to attend and will be held responsible for the registration fee.
Your fee can be refunded if you notify us of a cancellation at least 8 days prior to the event via email to nercomp@nercomp.org.
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Additional Information
Event Schedule:
8:00am - 9:00am Registration & Coffee
9:00am - 9:50am Self-Help Clinics: A Pragmatic Approach to Student Support
Speakers:
Kimberly Brookes, Director of User Services, Simmons College
Susan Lees, Assistant Director of User Services and Help Desk Manager, Simmons College
The Self-Help Clinic is a way to educate and enable Simmons students in the management of their own technology. Attendees sign a release acknowledging that help desk staff will provide guidance, but that they are responsible for their own computers and for the work done during the clinic.
9:50am -10:00am Break
10:00am - 11:15am Creative Technology: Offering Support for Digital Media Projects
Speakers:
Joe Antonioli, Digital Media Specialist, Middlebury College
Crystal Correa, Student, Digital Media Tutor Supervisor, Middlebury College
Luisa Covaria, Student, Digital Media Tutor, Middlebury College
Aaron Smith, Student, Digital Media Tutor, Middlebury College
The Digital Media Tutors support a wide range of digital media projects by students, faculty and staff at Middlebury College, from websites on the South China Sea, to personal digital stories, to audio file management for language learning. These students will talk about their success stories and challenges, while helping the campus community create images, audio, video,animation and more.
11:15am - 11:45am Networking Activity
Speaker: Monica Amore, Desktop Support Specialist, Quinnipiac University
SIG participants will take part in a game to “break the ice” and make new connections.
11:45am - 12:45pm Lunch
12:45pm – 1:30pm Choosing From 32 Flavors
Speaker: Gary Ploski, Support Coordinator, Sarah Lawrence College
Sarah Lawrence College does not have a Help Desk as of 10/31/06. Support is provided by the Office of Academic Computing staff and its student employees. For the past six+ (6) years that is simply how things have been done. During the 2006-2007 academic year a group was put together to create a Help Desk, promote the benefits, and offer more services... Without increasing staff. How?
I will review the considered options, the technical and personnel obstacles, and the benefits we found in its development and creation.
1:30pm - 2:15pm Helpdesk Corporate vs. Helpdesk University
Speakers:
Eric Boisvert, Computer Support Engineer, University of Hartford
Evelyne Haldimann, Manager of Client & Customer Services Support for ITS, University of Hartford
This presentation will be a comparison of helpdesks in the corporate world versus helpdesks in a university setting. It will focus on the challenge that the university public can be on the helpdesk and the support staff.
2:15pm – 3:00pm Panel Discussion – Utilizing Student Workers….or not
Speakers:
Henrietta Ford, University of Massachusetts Medical School
Tom St. John, Assumption College
Does it make sense to employ students as part of your Help Desk? These panelists will each describe their response to this question, and then take your questions about how they make it work; with and without student workers.
3:00pm End
Speaker:
Eric Boisvert
Eric Boisvert started at the University of Hartford in 2004 as a Computer Support Engineer in Information Technology Services. He is an adjunct faculty for the Hartt School of Music teaching Computers and the Arts (MUM 350); and also an adjunct in the School of Arts and Science teaching Introduction to Computers (CS110). Eric is currently finishing his degree of Masters in Business Administration in the Barney School of Business and expects to be done in May 2007. Before the University of Hartford, he worked at People’s Bank in Bridgeport, CT as a Technology Associate and Webster Bank in New Britain, CT as an Information Technology Analyst. Eric has a Bachelor of Science degree in Business from Albertus Magnus College.
Speaker:
Evelyne Haldimann
Evelyne Haldimann is the Manager of Client & Customer Services Support for the ITS Department (HelpDesk) at the University of Hartford. She has two full-time staff members and 35-40 student workers under her direction. They support all faculty, staff, and students on campus with their IT and Telecommunication needs. Evelyne has also taught sections of Introduction to Computers, CS110, for the School of Arts and Sciences and co-teach the on-campus workshops, IT Courses, offered to all faculty & staff. Prior to this, she worked for Compaq (formerly: Digital Equipment Corporation, now HP) for 10 years, as their Logistics Coordinator in their Parts Department. There Evelyne interacted daily with the 40+ Computer Engineers where she supplied them parts, either that were in stock or by going out on the open market to procure them. She also spent two years working for Entré Computer Center in Orange, CT as their receptionist and small sales associate and the start of my working career was at McDonald’s Restaurants where she spent 10 years learning most of her management and professional soft skills.
Speaker:
Gary Ploski
Gary Ploski has been supporting Sarah Lawrence College faculty and student body for four years now. Recently his job has changed to include a more educational focus in the Humanities and Social Sciences. He will complete his MFA in Theatre (acting) in May 2008.
Speaker:
Joe Antonioli
Joe Antonioli is the Digital Media Specialist for Middlebury College, where he provides support for faculty, student and staff academic projects. Some of his responsibilities include managing the Digital Media Tutors, who provide support in the Wilson Media Development Lab.
Speaker:
Kimberly Brookes
Kimberly Brookes has been the Director of User Services at Simmons College for the past 3 years. One of the departments of Technology at Simmons College, User Services is comprised of the Help Desk, Media Services, and General Access Computing and Labs. Technology provides support to the entire Simmons community, including students. In addition to supervising User Services managers, Kim is responsible for cross-functional teams within Technology, which include Classrooms, Climate, Communications, and Security. A former archivist, Kim has spent the last 10 years in IT in higher education.
Speaker:
Monica Amore
Monica Amore is a 2004 graduate of Quinnipiac University, and has been employed as a Desktop Support Specialist since February 2005. She is currently pursuing a Masters degree at the university in Interactive Communications.
Speaker:
Susan Lees
Susan Lees has been the Assistant Director of User Services at Simmons College for 3 years. In this role she manages the Technology Help Desk, which is comprised of frontline and senior support technicians. The Help Desk maintains approximately 1500 Simmons-owned desktop computers used by staff and faculty as well as those in general access and lab areas. The Help Desk assists community members (students, faculty and staff) to maintain their personally-owned computers by advising them at our Self-Help Clinics. Susan’s career has always led her to enable people to use technology. Susan holds a Master of Education for which her focus was creative problem solving.
Related Media Files:
Help-Desk-32-flavors.pdf
SelfHelp Release.pdf
NERCOMP4.ppt
Contact Information:
Lisa DiMauro
860-345-2081
ldimauro@wesleyan.edu
Hotel Information:
Rooms are available at the Campus Center Hotel located right on campus.
Rooms are reserved under Block Number 1798, the rate is $86 per night. The room block will be released on March 27.
Call the hotel directly at: 1-413-549-6000
For additional information go to:
http://www.aux.umass.edu/hotel/
Technical Requirements:
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NERCOMP reserves the right to use any photographs or other mechanical recordings taken at NERCOMP events in promotional materials.
No mechanical recordings of any kind may be used at NERCOMP events without the prior written consent of NERCOMP organizers and presenters.
The views and opinions expressed at NERCOMP events do not necessarily reflect those of NERCOMP, nor does NERCOMP make any representation regarding the information presented at NERCOMP events.
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