1 / 11

The Solution to Technical Support? Complex Hosting Partnered with On-Campus Support

The Solution to Technical Support? Complex Hosting Partnered with On-Campus Support. Marisha Teagardin, Sr. Inst. Cord./ System Administrator Donnie McNutt, Manager – Technical Programming Jean Mankoff, Director, Instructional Technology Programs. Texas Woman's University. Demographics.

tareq
Download Presentation

The Solution to Technical Support? Complex Hosting Partnered with On-Campus Support

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. The Solution to Technical Support? Complex Hosting Partnered with On-Campus Support Marisha Teagardin, Sr. Inst. Cord./ System Administrator Donnie McNutt, Manager – Technical Programming Jean Mankoff, Director, Instructional Technology Programs

  2. Texas Woman's University Demographics • Approximately 12,000 Students • 4 campuses – Denton – Dallas (2) – Houston • Non Traditional Student Enrollment

  3. Online Courses • 2500 live courses a semester • 30% Distance Education • 30,000 + enrollments • 100% online Masters - Nursing - Education - Library Science - Management

  4. Blackboard at TWU • Blackboard Client since Spring 1999 • Self Hosted 1999-2001 • Began ASP in 2001 • Began CHM partnership Spring 2006 • Current version 6.3 - 7.2 Upgrade Spring 08

  5. ARE YOU CRAZY!!! Making the Jump! Moving from Self Hosted to ASP • Local Support • Work Load Issues • Budget • ASP offerings • Someone else to blame!

  6. Bob are u there? Has Anyone Seen our TSM?Adding Complex Hosting • Issues with ASP • Changes in Usage • Issues with ASP • Budget • Issues with ASP • CHM features • Issues with ASP

  7. Sharing the BurdenTWU’s Role • User Support • Snapshot/integration • Building Blocks Dev • Upgrades • Technical Support

  8. TWU Technical Support • Network/authentication • Snapshot/integration • Development Environment • Building Blocks & scripts • Data Mining • Archiving Hey Bill did you get any data yet?

  9. Introducing the Players • User System Administrator • Technical System Administrator • Systems Analyst • Programmer • Help Desk • Students supported by help desk • Faculty supported by a dedicated Blackboard support line • Distanced Education Support Team • Instructional Support Services Team

  10. Duties of CHM • Everything else!

  11. Conclusion • Hosting doesn’t mean all campus technical support is gone • Need help data mining • Need integration of data • Must have a partnership between Instructional side, Technical side and Blackboard

More Related