RVCC Technology Services Student Workers
This session would focus on the role student workers play at the RVCC Help Desks. It would cover their responsibilities at the help desks, their technical contributions to Technology Services operations, and the challenges of blending class life with help desk life. We would share with the community how the student workers help us to operate a successful help desk environment.
Mary O’Mara and Philip Strollo, Raritan Valley Community College
Migrating to 365 in cloud at Brookdale: with minimal user service impact and maximized client satisfaction
We at Brookdale recently migrated on premise exchange mail system for faculty and staff and student email from Gmail to Microsoft 365 Cloud. This presentation will highlight on the high level steps and processes that were put in place for a successful implementation, and will talk in details on how we managed the whole project, from user services perspective – covering all the bases starting from communication to testing and post migration support etc. By putting the right process and workflow in place, we were able to migrate 55k + accounts with less than 15 reported issues – which is a phenomenal achievement.
Brookdale Community College
On Demand LMS Support using WordPress
In September 2014 Stockton University launched an LMS support website built entirely on the WordPress platform. Using a unique combination of design, web form, and analytic plugins, the website allows for rapid WYSIWYG content development and the ability to instantly adapt to the support requirements of our campus community.
With a wide range of content from basic text instructions to instructional videos delivered through the NJVID video delivery platform, we estimate the website has delivered the equivalent of over 3 months of traditional face-to-face instructor training to date.
Project background and selection of the WordPress platform, implementation hurdles, and a detailed walkthrough of the WordPress plugins being used including their functionality on our system.
In-addition, best practices for our video training resources will be explained, including different methods to rapidly provide audio transcripts for closed captioning.
Daniel Gambert is a two-time alumnus of Stockton University, receiving a Bachelor's in Visual Design and a Master of Arts in Instructional Technology. Now the lead Instructional Designer within Stockton's Office of E-Learning and Adjunct Professor of Multimedia and Design, Daniel enjoys sharing his knowledge and expertise to benefit the future generation of Stockton alumni.
Utilizing the Helpdesk to Improve Student Retention and Identify “At Risk “Students
Berkeley College’s Information Systems department has become an integral component in improving student retention and identifying “At Risk” student. Offering 24x7 service, the Helpdesk provides not only technically support but a unique perspective and insight into the lives of our students. Recognizing this opportunity, the College has taken steps to utilize the experiences of the Helpdesk staff by including the staff on decision making committees, leveraging Helpdesk ticketing information within the Salesforce platform to craft a more well-rounded view of a student, creating reports identifying frequent student users and even creating a Yammer thread to communicate “At Risk” student needs.
Mrs. Farlie began her career at Montclair State University as a member of the Academic Technology department and Information Technology eventually becoming the first full time Helpdesk Manager and the first Director of the Technology Solution Center at the University. She joined the Berkeley College, Information Systems department in 2006 again as the Director, Support. She was promoted to Associate Vice President in the fall of 2011 where she oversee the direct operation of the Helpdesk and Desktop Support and assists the CIO in departmental oversite.
Mrs. Farlie hold a bachelor’s degree in English from Montclair State University and holds a Helpdesk Manager certification from the Help Desk Institute.
Co-Presenter: Leonard De Botton, Berkeley College Chief Information Officer and Vice President, Information Systems,
Mr. De Botton began his career at Berkeley College as a Programmer charged with implementing the College’s first financial aid system. He was promoted to Systems Administrator and became the Director of the Computer Resources Department in 1995, where he began to oversee the College’s technology. Appointed Vice President of Information Systems in 2002, he later was appointed Chief Information Officer. Mr. De Botton also is a board member of the Leadership Board for Chief Information Officers and has presented at numerous technology conferences, including those sponsored by the National Blackboard Conference and NJEDge.Net. He assisted on the analysis presented in the Information Technology in Higher Education: 2012 Survey of Chief Information Officers.
Mr. De Botton holds a Master’s degree in Information Systems from the University of Phoenix; a Bachelor’s degree in Information Systems jointly from Rutgers, The State University of New Jersey and New Jersey Institute of Technology; and an Associate’s degree in Information Systems from the County College of Morris.
What is ITIL and How can it Help Higher Education IT Organizations?
It seems that there are a lot of people talking about ITIL and how it can help IT Organizations to deliver services that are aligned with a business’ needs. This session will provide an introduction to ITIL with an emphasis on how the framework can be employed in a higher education setting. In particular, we will focus on ways that organizations can improve service catalog management, change management, incident management and request fulfillment.
Blake Haggerty, User Services – Director
New Jersey Institute of Technology
Connecting with your client - simple steps to increase end-user engagement satisfaction
This presentation will highlight important steps and factors to consider that service desk operators and service desk management can take to make the end-user experience more pleasant for your client. We perform these steps on a daily basis, and would love to share our ideas and approach for organizing, categorizing and tracking requests appropriately in an efficient and detailed manner, implementing a feedback cycle with frequent communication and follow-through, avoiding vagueness in solutions, and being proactive in identifying and resolving end-user issues (fixing the problem, not just the symptom). We'll explore the concept of giving the "Plus" experience, and best practices on managing the conversation flow.
We'd also like to encourage collaboration with peers in an open-ended discussion on best practices that are used throughout the industry.
Presenters: Robert Adelson, Dr. Nicole Luongo, Saint Peter’s University.
Breaking Down the Support Siloes
New initiatives, along with the newly formed department called End User Services, has recognized the need for improved services to the end user. With automation as the main focus for the improvements, an example of our efforts is the installation of the Dell KACE K1000 appliance. With a robust ticketing system, the implementation is streamlining asset management, distributing software updates, deploying patches and integrating reporting tools through automated processes. This presentation will speak of the challenges of providing IT services to a large college community across 205 acres and the improved service support based on the changes that were made.
The Office of Technology Systems was structured as disparate departments who handled end user support and the administration of classroom, faculty, and staff hardware and software. For example, Helpdesk, which was a separate entity, handled end user support but was also responsible for setting up faculty and staff computers. Hardware, a different department also handled end user support and was also responsible for setting up faculty and staff computers as well as imaging and maintaining the asset inventory for all computers at the College. In addition, one other department called classroom administration also handled imaging, end user support for labs, as well as managing the software licensing. To complicate things even more, managing the asset inventory was done through manual entries on an Access database and the Helpdesk ticketing system was limited and did not support an ITIL framework. Communication issues also affected support efficiency among the divisions and to the end users. Finally, Media Services was leveraging their own ticketing system, resulting in an overlap of tickets and services and many times tickets being overlooked.
The above mentioned practices did not substantiate for an efficient end user support. In order to address these challenges a new organization structure was formed as well as the decision to purchase an asset inventory and Helpdesk ticketing system (Dell/KACE). In addition, Library/Media was invited to participate in the Dell KACE deployment, since they were a part of the Office of Technology Systems’ effort to enhance and upgrade user services.
This presentation will share the trials and tribulations of past and present as well how the new technologies and processes transformed the services provided into a faster, more consistent experience. In addition, enhanced reporting has aided with upgrade and replacement cycle activities.
Patricia Kahn, Ph.D. is the Assistant Vice President for Technology Systems at the College of Staten Island and has over 15 years of service in higher education technology services. Prior to coming to CSI, Dr. Kahn served as the Executive Director of Information Technology Services at Brookdale Community College. While at Brookdale, she served as a member of the IT Executive Council for the College, oversaw the implementation of major technological advancements as well as directed activities relevant to budget planning and policy development. She also has extensive experience in academic technology and distance learning. During her nine-year tenure at Montclair State University, Dr. Kahn held various Information Technology administrative positions where she led the successful implementation of distance learning initiatives, managed the Blackboard Learning Management System, and managed a team of Instructional Designers. Dr. Kahn received her BS and MBA from Manhattan College, and her Ph.D. in Education from Capella University, with a concentration in Instructional Design and Online Learning.
Mark Lewental is currently the Director of Library and Media Technologies at the College of Staten Island (CSI). He has held that position since 1998. Mr. Lewental has been with the College since 1987 and with City University of New York (CUNY) since 1981. He holds a BS degree in Communications from CSI. His interests are in technology, copyright and their intersection.
Benji Kuriakose is currently the Helpdesk Manager at the College of Staten Island (CSI). In 2004, while attending the College for his B.S Degree, he began his career at the Office of Technology Systems Helpdesk, Further advancing in his career, he worked as a Desktop Technician and later as an IT Team Lead. Certified in ITIL and HDI, his experience and interests in Technology and End User Services have led him to his current position.
Leveraging Virtual Desktop Infrastructure (VDI) Technology to Improve Institutional Security Posture
VDI is unique technology which can be leveraged to promote a culture of security the likes of which haven't been seen since the days of mainframe computing. Virtualized Desktops can be automatically recycled, providing IT administrators with the unique opportunity to provide a fresh image/instance to their end-users at login. VDI can also be used to broker secure remote access to protected information systems. This versatile technology has many features and use-cases.
DEMETRIOS ROUBOS is an award-winning, AMX certified Control Expert with over eight years of experience designing and building AV/IT solutions. He is currently the Assistant Director for Information Security and adjunct Computer Science professor at Stockton University. Demetrios completed his Master of Computational Science in 2013, and prior to that, a Bachelor of Computer Science and Information Systems in 2008.
Technology, user needs, and management of support services are interdependent, and yet they each operate on independent development roadmaps. Technology grows, support service managers must balance limited resources, against a continuum of technology adopters, while maintaining a reliable and secure environment. This presentation will provide participants with the opportunity to review the changing roles and relationships between users, technology and the technology managers that empower the former with the latter.
Presenter: Yelena Lyudmilova
Improving Efficiency and Quality of Service: TESU's Model for Student Success
Thomas Edison State University, with a mission to serve students at a distance, is using 100% electronic support for students to help them apply, enroll, and graduate. They have been able to enhance their center by;
• Establishing a solid strategic vision,
• Improving staffing with the right people in the right positions,
• Gaining buy-in from upper levels of administration, and
• Implementing one-to-one technology
Join us to learn how Thomas Edison State University was able to build a new system from scratch using phone, email, and an online database, while ensuring that students didn’t feel disconnected from the institution.
Gillian Wyckoff has been the Director of the Thomas Edison State University Learner Support Center since September of 2014. In this capacity, she provides leadership, accountability, and supervision in all aspects of the Center. Thomas Edison State University’s Learner Support Center is the main point of contact for the University’s applicant and enrolled students. Its primary function is to provide proactive, professional, world class service to students and their families while empowering them to use the tools available through the website and student portals. Gillian’s previous role of Associate Director was instrumental in the standing up of the center. Gillian conducted and supervised training and development for the team- from within the University as well as from outside sources. Her own professional development recently included attending Vanderbilt University’s Peabody Institute in Higher Education Management, as well as attending the Training.com annual conference. Gillian came to the LSC after spending four years as Associate Director in the Office of Admissions and a year in the Office of Strategic Partnerships. Prior to coming to the College, Gillian worked for an educational publisher for eight years, as well as in operations for an educational and classroom resource provider.
Chip Stoll brings with him twenty-six years in higher education, all in the Information Technology arena. He is currently serving as the Director of MIS at Thomas Edison State University, reporting directly to the CIO. Before that, Chip spent fifteen years at Ocean County College in a senior management role. Chip is recognized as a strategic and tactical senior technology leader who translates business strategies into maximizing technology investments while minimizing expenditures.
Teaching Your Users to Fish
Rowan College at Burlington County’s Office of Information Technology (OIT) conducts various end-user training sessions on a monthly basis. The training is designed to enable users to understand new technologies and how to solve issues should they arise during their daily use. In the age of self-service, many users already have the skills and experience from using technologies in their personal lives, applying these skills in the workplace can save time and money.
Give a user an answer and you satisfy them for a day. Teach a user self-service and you satisfy them for a lifetime (or maybe just until the next software release) ;)
Mark Meara & Gabe Gorostiza - Rowan College at Burlington County