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June 26, 2007

June 26, 2007. Getting ResNet Done @ WKU. June 26, 2007. Agenda. Overview of ResNet at WKU Staffing Our ResNet Office Training of Student Consultants Support Process of Student Machines Wrap-up and Future Concerns. Overview of ResNet. Network and Computer Service for all students

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June 26, 2007

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  1. June 26, 2007 Getting ResNet Done @ WKU June 26, 2007

  2. Agenda • Overview of ResNet at WKU • Staffing Our ResNet Office • Training of Student Consultants • Support Process of Student Machines • Wrap-up and Future Concerns

  3. Overview of ResNet • Network and Computer Service for all students • Services Offered • Hardware Diags • Virus/Spyware removal • OS rebuilds • Port Checking and more

  4. Overview of ResNet Continued • Operating System Support • Dell Warranty Replacement Work • Max Case Loads • Year Before I started = 212 • First Year = 91 • Second Year = 54 • Third Year = ???

  5. Staffing Our ResNet Office • Interview Process • Committee Interview • Student Shared by Among Different Divisions • One Person Responsible for Scheduling • Student Resources are Pooled • Advantages • Cross Training Occurs • Lack of Boredom • Troubleshooting skills are Developed • Disadvantages • Schedule Logistic Problems • Work Load Balance • “Time of Day” factor

  6. Training of Student Consultants • Student Certification Courses • Centralized Area for Numerous Topics • Topics cover Helpdesk, ResNet, and Networking • Interface shows course previews and corresponding instructors for each • Course website was completed in-house and written in PHP.

  7. Training of Student Consultants • Yahoo List Serve • Sending Mass Communications • Messages Flags • INFORMATION • INSTRUCTIONS • POLICY • Storing Files for Reference

  8. Training of Student Consultants • Video Tutorials • Alternative way of learning • Well received with students and staff members • Tutorials cover a multitude of different topics • Creation includes: • Script • Design the video flow • Implementation of audio • Example

  9. Support of Student Machines • Helpdesk • Frequent calls deal with students having Internet connection problems in the residence halls • Consultants provide troubleshooting with resources provided • If troubleshooting fails and all other options are exhausted, student is asked to bring his/her computer to our support center for further testing • Other call issues include: • Damaged ports • Port splitters • Minor hardware-related issues • Game console registrations • Web-based registration • Cisco Clean Access

  10. Support of Student Machines • On-site Support in Residence Halls • Most visits consist of checking ports • Other cases are of special circumstance (i.e. = physical limitations) • Overall, due to limited student resources, we do not visit residence halls for computer support.

  11. Support of Student Machines • Ticket Generation at Front Counter • Checklists • General Fixing Form • Rebuild OS Form • Resources • Specialized consultant DVDs that contain numerous software utilities, drivers, patches and registry fixes. • Tools such as power supply testers, desktop and laptop hard drive adapters, and external hard drives for data storage • Spare parts for testing • Creativity

  12. Concerns for the Future • Continuing to employ good technical students • New Proposed Knowledge Base • Existing resources are too spread out • Bring all of knowledge resources and vehicles under one umbrella • More devices and peripherals to support • Vista Support • Advertising

  13. Information James Kennedy, ResNet Manager james.kennedy@wku.edu Presentation Evaluation URL: http://resnetsymposium.org/resnet2007 Links http://resnet.wku.edu http://www.wku.edu/videotutorials

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