1 Streamlining Support Resources in a Whitewater Economy Presented by: Brad Semma, Andy Voelker 1

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Streamlining Support Resourcesin a Whitewater Economy

Presented by: Brad Semma, Andy Voelker

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A Little About WCU

• Part of the University of North Carolina System• Approximately 4,100 residential students• 12 residence halls with one under renovation• Incoming Freshman class of about 1450• Over 9,800 students total• One of the most affordable schools in the UNC

system• Popular degree programs include education,

nursing, forensic anthropology, and music

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WCU ResNet = Student Computing

• ResNet = Student Computing• Software Support (malware, OS

troubleshooting, etc.)• Hardware Diagnosis (Not certified for hardware

repair)• Maintenance and basic repair of residential

network

Western Carolina UniversityWestern Carolina University

Ye ‘ole Student ComputingYe ‘ole Student ComputingYe ‘ole Student ComputingYe ‘ole Student Computing


Reasons to FlipReasons to FlipReasons to FlipReasons to FlipSupport Support

Overload of support requestsOverload of support requestsRun-aroundRun-around

DemandDemandBench timeBench timePoor reviewsPoor reviews

Support Support Overload of support requestsOverload of support requestsRun-aroundRun-around

DemandDemandBench timeBench timePoor reviewsPoor reviews


Survey Results and TimelinessSurvey Results and TimelinessFall ’08-Summer ’10Fall ’08-Summer ’10

Survey Results and TimelinessSurvey Results and TimelinessFall ’08-Summer ’10Fall ’08-Summer ’10


Student Computing Incidents by MonthStudent Computing Incidents by MonthFall ’08-Spring ’10Fall ’08-Spring ’10



StaffingStaffingOver budget/under fundedOver budget/under fundedLimited operational hoursLimited operational hoursLimited staff flexibility and organizational Limited staff flexibility and organizational rigidityrigidity

TrainingTrainingNo cross training between groupsNo cross training between groups

ServicesServicesServices located at 6 separate locationsServices located at 6 separate locations

StaffingStaffingOver budget/under fundedOver budget/under fundedLimited operational hoursLimited operational hoursLimited staff flexibility and organizational Limited staff flexibility and organizational rigidityrigidity

TrainingTrainingNo cross training between groupsNo cross training between groups

ServicesServicesServices located at 6 separate locationsServices located at 6 separate locations


Main Main Computer LabComputer Lab


Help Help DeskDeskHelp Help DeskDesk

Hardware Hardware ServicesServices

Hardware Hardware ServicesServices

Student Student ComputingComputing


TIPSTIPSTIPSTIPS

EquipmentEquipment CheckoutCheckoutEquipmentEquipment CheckoutCheckout


Rebuilding the HouseRebuilding the HouseRebuilding the HouseRebuilding the HouseCo-LocationCo-Location

Separate by tier rather than serviceSeparate by tier rather than serviceResource and staff sharingResource and staff sharing

CommunicationCommunicationIM ClientIM ClientSignageSignage

Knowledge BaseKnowledge BaseWikiWikiFTPFTP

TrainingTrainingCross training FTE’s and Student Employees Cross training FTE’s and Student Employees Heavy process implementationHeavy process implementation

Co-LocationCo-LocationSeparate by tier rather than serviceSeparate by tier rather than serviceResource and staff sharingResource and staff sharing

CommunicationCommunicationIM ClientIM ClientSignageSignage

Knowledge BaseKnowledge BaseWikiWikiFTPFTP

TrainingTrainingCross training FTE’s and Student Employees Cross training FTE’s and Student Employees Heavy process implementationHeavy process implementation


Equipment Equipment Check OutCheck OutEquipment Equipment Check OutCheck Out



TIPSTIPS



Hardware Service Hardware Service Drop-OffDrop-Off

Hardware Service Hardware Service Drop-OffDrop-Off

Help Desk Walk UpHelp Desk Walk UpHelp Desk Walk UpHelp Desk Walk Up


The Finished ProductThe Finished ProductThe Finished ProductThe Finished Product


Recording Better DataRecording Better DataRecording Better DataRecording Better Data

Incident:Incident:

Break/FixBreak/Fix

Restore Functionality Restore Functionality that previously that previously existedexisted

Incident:Incident:

Break/FixBreak/Fix

Restore Functionality Restore Functionality that previously that previously existedexisted

Service Request:Service Request:

Gain FunctionalityGain Functionality

UpgradesUpgrades

Routine MaintenanceRoutine Maintenance

Service Request:Service Request:

Gain FunctionalityGain Functionality

UpgradesUpgrades

Routine MaintenanceRoutine Maintenance


The Final BuildingThe Final BuildingThe Final BuildingThe Final Building

More Efficient ProcessMore Efficient ProcessOne-stop point of contactOne-stop point of contact

Lessen Staff IssueLessen Staff Issue

Decreased Wait TimesDecreased Wait TimesShared workload amongst Tier 1 and Tier 2Shared workload amongst Tier 1 and Tier 2

More Efficient ProcessMore Efficient ProcessOne-stop point of contactOne-stop point of contact

Lessen Staff IssueLessen Staff Issue

Decreased Wait TimesDecreased Wait TimesShared workload amongst Tier 1 and Tier 2Shared workload amongst Tier 1 and Tier 2


Survey Results and TimelinessSurvey Results and TimelinessFall ’09-Spring ’11Fall ’09-Spring ’11

Survey Results and TimelinessSurvey Results and TimelinessFall ’09-Spring ’11Fall ’09-Spring ’11








Expanding the Floor Expanding the Floor PlanPlan

Expanding the Floor Expanding the Floor PlanPlan

Expanding floorplan for Technology CommonsExpanding floorplan for Technology CommonsExpanding equipment checkoutExpanding equipment checkoutStaffed Purchasing locationsStaffed Purchasing locationsRemote Support for StudentsRemote Support for StudentsLocation on Millenium CampusLocation on Millenium Campus

Collecting student feedback for new initiativesCollecting student feedback for new initiatives

Collecting More Data to Justify RequestsCollecting More Data to Justify Requests

Expanding floorplan for Technology CommonsExpanding floorplan for Technology CommonsExpanding equipment checkoutExpanding equipment checkoutStaffed Purchasing locationsStaffed Purchasing locationsRemote Support for StudentsRemote Support for StudentsLocation on Millenium CampusLocation on Millenium Campus

Collecting student feedback for new initiativesCollecting student feedback for new initiatives

Collecting More Data to Justify RequestsCollecting More Data to Justify Requests


Questions?Questions?Questions?Questions?Please Evaluate UsPlease Evaluate UsPlease Evaluate UsPlease Evaluate Us

http://www.resnetsymposium.org/rspm/evaluation/http://www.resnetsymposium.org/rspm/evaluation/

Documents

1 Streamlining Support Resources in a Whitewater Economy Presented by: Brad Semma, Andy Voelker 1