HUB’s Annual

2013

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Introduction

WELCOME to Spirit 2013!Spirit 2013 hopes to inspire, inform, encourage, engage, and en-tertain you. All of the activities and sessions were designed to:

• Inspire you to think about and begin to plan your future after CSU• Inform you about how to prepare for life after CSU• Encourage you to be your best• Engage you in the activities and sessions so you can get the most from them• Entertain you, because we want you to have fun.

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HUBBIES, I am honored to welcome you to SPIRIT 2013. SPIRIT is an intensive training program designed to equip the HUB staff with skills to achieve our mission of provid-ing outstanding technical support and customer service to the faculty, staff, and students of the Clayton State University community. This training has long been recognized as one of the best training opportunities for our HUBBIES. For more than 12 years, Client Services has been privileged to draw from the expertise and leadership of the HUB’s full time staff and other experts. During SPIRIT 2013 you will learn leadership, entrepreneurship team build-ing, and skills need to obtained employment upon graduation. We look forward to the awesome activities that will take place during this week’s SPIRIT training. There will be great training topics, an awesome panel, and exciting events. Furthermore, we are grateful to have you as a part of the HUB’s team. Additionally, it is our hope that you will learn and benefit greatly from the peer to peer interaction, panel mentorship and team collaboration that will take place in this year’s SPIRIT training.

-Shannon thomas

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Agenda

Monday - May 13

Technology Needs – Laptop (You will be taking an online Quiz that will not work with iphone/ipad.

8:30 a.m. – 8:45 .am. Software Support, Lower LibraryContinental Breakfast

8:45 a.m. – 9:05 a.m. Software Support, Lower LibraryIntroduction – Shannon ThomasUpdate on HUB certification – Joyce Sandusky

9:05 a.m. – 10:15 a.m. Software SupportLinked In activity – Rae Ann Bruno & Joyce Photo session with Chris BaldwinSee schedule (appendix) for your photo session time.

10:15 a.m. - 10:25 a.m. Break and make your way to UC416 for keynote.

10:30 a.m. – 11:30 a.m. UC416 - Keynote – Rae Ann Bruno 45 minutes Q&A with RaeAnn 15 minutes

11:30 a.m. – 11:45 Stretch your legs break11:45 a.m. – 12:55 p.m. UC416 – LUNCH

(Firehouse Subs)

1:00 p.m. – 3:00 p.m. UC420 Employer Panel and Q&A

3:00 p.m. – 3:15 p.m. UC416 - Break

3:15 p.m. – 4:00 p.m. UC 416 - Know YourselfJoyce Sandusky

4:00 p.m. – 4:30 p.m. UC416 - Wrap Up

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Agenda

Tuesday – May 14

8:30 a.m. – 9:00 a.m. UC425 Breakfast

9:00 a.m. – 9:25 a.m. UC416 - Recap

9:30 a.m. – 10:30 a.m. UC416 - Business EtiquetteSherry Paul

10:30 a.m. - 10:40 a.m. UC416 - Team DesignationsSteve Wagner

10:40 a.m. – 11:00 a.m. Interior Courtyard outside Arts & Sciences - Break11:00 a.m. – Noon Interior courtyard outside Arts & Sciences

Laptop Relay – Steve Wagner

12:00 noon – 1:15 p.m. Lunch - on your own1:15 p.m. – 2:00 p.m. UC416 - Customer Service

Joyce Sandusky

2:00 p.m. – 2:10 pm. Bathroom break2:10 p.m. – 3:00 pm. UC416 - Working at the HUB3:00 p.m. - 3:30 p.m. UC425 - Break and sign up for tracks3:30 p.m. – 4:00 p.m. UC424 - Technical – John Wallom

UC420 – Business/Entrepreneur – Shannon Thomas

4:00 p.m. – 4:15 p.m. UC416 – Wrap up

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Agenda

Wednesday, May 15

8:30 a.m. – 9:00 a.m. UC425Breakfast, sponsored by Martin’s

9:00 a.m. – 9:25 a.m. UC416 - General Session

9:30 a.m. – 11:30 a.m. UC424 – Technical TrackUC420 – Business/Entrepreneur Track

11:30 a.m. – 12: 45 p.m. Lunch (on your own)12:45 p.m. – 1:45 p.m. UC416 – Elevator Speeches1:45 p.m. – 2:00 p.m. UC425 - Bathroom Break2:00 p.m. – 3:15 p.m. UC416 Scavenger Hunt

Steve Wagner

3:15 p.m. – 4:15 p.m. UC416 - Graduation

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Agenda

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RAEANN BRUNOPresident, Business Solutions Training, Inc.

Rae Ann has over 15 years of management experience with an emphasis on process re-engineering, employee development, and business alignment of IT services. She is known for her interactive, information packed training courses and her ability to tailor information to her

participants so that they can apply it to their respective roles. Rae Ann has trained all levels of employees in the areas of Communications, Internal Marketing, Metrics and Process Improvement. Other areas Rae Ann focuses training on are: ITIL Service Management certification preparation, high performance teaming and leadership skills.Rae Ann draws many examples from her career experience. Formerly the Vice President of Strategic Relations for Previo, Rae Ann was the publisher of Previo’s eZine, eSupport Perspectives and authored many articles and white papers published in various support and service industry publications and websites. In this role, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices.Prior to Previo, Rae Ann was the Director of IT Customer Service for Siemens Energy & Automation (SE&A) where she started up an IT training and documentation department, re-engineered the Service Desk, and implemented Incident Management, Problem Management and Service Level Management

Keynote Speaker

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across the IT organization. She came to SE&A from Cutler-Hammer where she re-engineered the Support and Security teams in her role as Enterprise Support Manager. In her previous role as the Training & Documentation Manager, she worked closely with the business units to develop and deliver business-focused training and support. Her training team won the Cutler-Hammer Award for their innovative and successful training program focused on raising the computer literacy of the Cutler-Hammer sales force through organized peer training.Rae Ann is ITIL certified and is a certified trainer for HDI for the Professional, Knowledge Management, Team Lead, Manager and Director Certifications. Rae Ann was nominated for the 2001 Computer World Premier 100 and was the recipient of the 99 Service Award from Service News. She was the co-chair of the Georgia 100 Mentoring program Alumnae Association and served on the World Leadership Team for Help Desk 2000. She is a regular speaker at leadership and support conferences.

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Table Of Contents

ContentsAgenda 4

Keynote Speaker 8

PHOTO SESSION SCHEDULE 13

EMPLOYER PANEL 16

Activities 24

Thank you to our sponsors! 38

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PHOTO SESSION SCHEDULE

Last Name First Name TimeFernandes Eli 9:30 AMWilliams Ashley 9:31 AMScarborough Casey 9:32 AMHardawar Danny 9:33 AMMeade Darren 9:34 AMLong Em 9:35 AMTanner Marty 9:40 AMNguyen Nguyen 9:41 AMPayne Simeon 9:42 AMLengel Christy 9:43 AMJohnson Fanee 9:44 AMRichards Faith 9:45 AMRohrbach Fred 9:50 AMNeal Glory 9:51 AMWilliams LaDonna 9:52 AMBelom Ryan 9:53 AMBrahmbhatt Yash 9:54 AMMcMurry Eric 9:55 AMTrieu Giang 10:00 AMBoggs Zach 10:01 AMGudgen Royal 10:02 AMSmith Zachary 10:03 AMWynn Courtney 10:04 AMJoseph John 10:05 AMCummings Jeremy 10:10 AMAsencio Carlos 10:11 AMDavena Smith 10:12 AMCarmen Williams 10:13 AMJames Woodfin 10:14 AMLeon Lewin 10:15 AMMichael Phan 10:20 AMDominique Williams 10:21 AMAndre Lemons 10:22 AMRotimi Olotu 10:23 AMRohit Patel 10:24 AM

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Agenda

Wednesday, May 15

8:30 a.m. – 9:00 a.m. UC425Breakfast, sponsored by Martin’s

9:00 a.m. – 9:25 a.m. UC416 - General Session

9:30 a.m. – 11:30 a.m. UC424 – Technical TrackUC420 – Business/Entrepreneur Track

11:30 a.m. – 12: 45 p.m. Lunch (on your own)12:45 p.m. – 2:00 p.m. UC416 – Elevator Speeches2:00 p.m. – 2:15 p.m. UC425 - Break2:15 p.m. – 3:15 p.m. UC416 Scavenger Hunt

Steve Wagner

3:15 p.m. – 4:15 p.m. UC416 - Graduation

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Agenda

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JOE MURPHYDirector, Production SupportTurner Technology Services, EISDirector, Production SupportTurner Broadcasting, Atlanta GA

2006-PresentResponsible for end user computing at Turner. Lead a team of 4 managers and 48 technicians and

engineers supporting 15,000 Turner employees with 150,000+ customer requests a year in a challenging 24/7 media business.

Institute continuous service improvements and processes to enhanceefficiency, This includes end-user self service for mobile devicesmanagement, software installation etc., Instituted a new standard forclassification and identification of incidents with a focus towardresolution on first customer contact using Bomgar, Remote Desktop, Casper,Altiris and other remote management tools. This has increased Tier 1 helpdesk first call resolution of customer issues from 25% (2006) to 75%(2012).

EMPLOYER PANEL

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Manager, Broadcast Information TechnologyCable News Network, Washington DCMarch 1995 December 2005 (10 years 10 months)Managed 24/7 end user client and server support for CNN Washington Bureau,Headline News Bureau, and the Time Warner Policy Office in a dynamic andchallenging television news environment.

Supported 500 users, Windows OS and Mac systems in multiple remotelocations including Capitol Hill, the Pentagon, the White House, the StateDepartment, and others where CNN have staff with computers and VOIP phonesystems.

Managed LAN infrastructure, telecommunications custom telecom systems andbroadcast related teleprompter and computer systems; 54 MS 2000/Apple OSXfile/print/database/video servers; Apple XSAN, T1/T3 circuits and othermission-critical data infrastructure.

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LISA WILLIAMSTraining Director, On-Site Computer Training, LLC.

Ms. Williams has 20 years experience in classroom training environments. She has worked in various training positions for different institutions before establishing On-Site Computer Training, LLC, a

computer training school. Ms. Williams’ experiences include facilitation of a 25 week computer literacy awareness training for parents (free of charge) with an elementary school in which she was a partner. Her most rewarding experience was a four week training session of 20 Clayton County foster participants who upon successful completion of the program each received a brand new computer and a printer. The program was the first state sponsored program of its kind. Ms. Williams currently has free lunch n learn workshops twice a month in an effort to keep the community informed about a broad range of technology tips.While in the Airline Industry, Ms. Williams held the position of Reservations Training Manager, where she was responsible for all aspects of training from creating and maintaining the training manual to classroom software and customer service training. Ms. Williams trained and supervised over 500 employees. As an instructor for various computer-learning centers, Ms. Williams instructed classes

EMPLOYER PANEL

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from beginning to advanced levels using a variety of versions in Lotus 123, Word, Excel, PowerPoint, Access, Outlook, Word Perfect, Quattro Pro, PageMaker, and Publisher. Ms. Williams also delivers classes in Introduction to the Computer, Windows and Keyboarding Proficiency.Ms. Williams currently holds a B.I.T. (Bachelor’s Degree in Information Technology) from Clayton State University. She also is a certified training instructor for Microsoft, and is presently certified through Train-the-Trainer. She currently holds certificates through Quickstart Learning in Classroom Instructor Training and Managing Customer Interactions.Finally Ms. Williams is an active member of Clayton County Chamber of Commerce, Women in Business Council Executive Committee Mentoring Co- Chair, Women Connecting Women Committee-SRMC Foundation, Graduate of Leadership Clayton Class 2011, CTAE Advisory Committee for Charles Drew and Mt. Zion HS, Business Partner with and Unidos Dual Language Elementary School, Board member of Lupus Foundation, GA Chapter, the 2012 Chair for Lupus Now Walk and in September 2012 received recognition from Clayton State University for Most Distinguished Alumni for College of Information & Mathematical Sciences. Her company On-Site Computer Training was a finalist for small business of the year in 2010 and 2012.

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HIBA ELHAGBrown & Brown

My name is Hiba Elhag; I’m 24 years old and currently employed by Brown & Brown Insurance Co., Strianese Region IT Department. I started working at the HUB my freshman year of college (Fall 2007). I graduated from Clayton State University in Spring 2011 with a Bachelor’s Degree

in Applied Science. I majored in Technology Management with a concentration in Computer Networking and a minor in Information Technology. I worked at the HUB for over three, serving in Software Support, Service Counter, and Virtual Services. I started working for Brown & Brown two months prior to graduation as a Service Desk Technician and have recently been promoted to a Support Team Lead. I’m currently pursuing my MBA Degree at Southern Polytechnic State University and working towards another promotion in the near future. v

EMPLOYER PANEL

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CYNTHIA JACKSONGeorgia Pacific

Cindy F. Jackson is an award-winning technology leader with experience in manufacturing, business and information technology (IT). In her current role as IT manager with Georgia-Pacific’s Packaging Division, the Bleached Board and Kraft divisions are increasing staff by 50 percent as a result of

aggressive business growth under Cindy’s leadership. Cindy has also served as an IT manager with Georgia-Pacific’s Consumer Products and Corporate divisions.Prior to Georgia-Pacific, Cindy worked as a Training and Customer Service director for Success Systems, where she led her team in developing and implementing solutions for business processes.A recent graduate of Women in Technology’s Executive Readiness program, Cindy is an active leader in her community. She is the recipient of the Corporate Leadership Award from the Atlanta Electronic Commerce Forum (AECF), served on the board of directors for AECF, and is currently on the local school advisory board. Cindy graduated with honors from Brenau University and is currently the Philanthropy Chairperson for her graduating class. Cindy is a native of Atlanta and lives there with her husband and son.

EMPLOYER PANEL

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LA FAYE B. KOTZChildren’s Healthcare of Atlanta

La Faye is a Help Desk Manager and is responsible for 24/7 operations in the IT Department at Children’s Healthcare of Atlanta. She received an Associate Degree from DeKalb Technical College in Applied Technology. She later received her Bachelor Degree in Organizational Leadership at

Mercer University. La Faye also received a Help Desk Manager Certification from the Help Desk Institute®. La Faye believes that core customer skills is a learned behavior.She has been married for 23 years and enjoys adventure travel.

EMPLOYER PANEL

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TOM MARSHALLDirector, Admin Systems, Clayton State UniversityTom came to Clayton State University in 2000 as a systems analyst. He was soon promoted to coordinator and then to director of administrative systems. His department manages all of the enterprise systems on campus.

EMPLOYER PANEL

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DAN NEWCOMBEDirector of Network Enterprise Systems, Clayton State University

My name is Dan Newcombe and my hometown is Jonesboro, Ga, back when Mt Zion was a four way stop sign. I currently live in McDonough.

I am the Director of Network and Enterprise Services. I have worked at Clayton State since right out of college,

starting in July 1993, working two days and then having a day off for July 4th. I started off as a COBOL programmer on the old student record system. In 1996, I transitioned into the database administrator for Banner, and in 2000 moved into what has become my current position. For three months in 1998, I worked for the Board of Regents as a DBA, but was not too thrilled with the job or Athens and got lucky that my position had not been filled.

I have a B.S. from Marist College in Poughkeepsie NY in Computer Science. While at Marist, I worked as a student programmer and as student support (their equivalent of The Hub). In high school, I worked as a dishwasher at a local restaurant and then Burger King - everyone should work fast food at some point in their life!

I like the fact that we are still small enough that most people know each other and it is more of a family than a bunch of random faces. I also like the fact that what we do in NES varies widely depending on what is going on. One day we may be hooking up classrooms, or installing network cameras, or debugging a web site, seeing where the spam is coming from, or figuring

EMPLOYER PANEL

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out why a server is not responding correctly - not that anything ever goes wrong :)

The most challenging part is probably balancing the managing side of the job with the hands-on side. Trying to stay up to date and active in the IT field is hard enough, but when also trying to keep projects flowing and delegating tasks at the same time can be frazzling. Also, much like the utilities that facilities provides, people expect services to be available 24/7.

I met my wife in college in 1990 and we have been married since 1994. We have two daughters - 14 and 11. One is starting middle school next year and the other is starting high school. Next fall will be a rough time for us. We have a rescue dog named Charlie, who is a chiweenie. We also have a guinea pig named Christine, after the Phantom of the Opera lead. Also, depending on what my youngest has caught, at times we have had snails and wolf spiders as well.

Since I was young, I have loved astronomy. While not as active in the past few years as the past (kids will do that to you), I love hunting for deep-sky objects such as galaxies and nebula. I like science-fiction and fantasy - in particular anything post-apocalyptic based, which means I really love the current zombie resurgence. And once in a while I even pick up my guitar.

I have never been nominated as far as I know. It feels nice to be recognized because so much of what my department does is behind the scenes. Typically people go to The Hub and then straight to the Vice-President. Knowing some of the people who have been nominated this year and in the past puts me in a great group of people.

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Activities

MondayColors Activity What I like (homework) (separate file in shared folder called Activities in the shared Spirit folder)

TuesdaySherry’s activity rulesCustomer Service Skits (separate file in shared folder called Activities in the Shared Spirit folder)

WednesdayRules for Scavenger Hunt separate file in the activities folder

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Monday’s Activities

COLORS ACTIVITYCommunication Activity – What are your true colors?

Quiz:http://positivelymary.com

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Monday’s Activities

HOMEWORK ASSIGNMENT

What I like1. In what kind of settings are you most comfortable?2. How do you respond to management?3. How would you manage people?4. Are you better working with people, things, or ideas?5. Are you more analytical, detailed, and logical, or are

you one to see the big picture and respond with emo-tion and enthusiasm?

6. Are you steady and predictable, or do you seek variety and new challenges?

7. Are you verbal and persuasive, or are you the caring, empathetic listener?

8. What strengths have others noticed in you?9. What are 5 words or phrases that describe you?

10. In writing your going away speech what would you want people to remember about you?

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Tuesday’s Activities

Customer Service Skits

Notes::

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Customer Service Skits

Notes::

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Wednesday’s Activities

Scavenger Hunt RulesWhat I like

1. In Fulltime staff cannot assist groups with locating items on the search list. They may answer questions about the rules

2. Groups will have 45 minutes to locate all of or as many of the items as possible and return to UC416.

3. The Scavenger Hunt Judge (Steve) will be the ultimate timekeeper and judge.

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Wednesday’s Activities

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Thank you to our sponsors!

In case you don’t already know, HUB Spirit training is funded entirely by private donations and we appreciate all donations to the HUB.

The Loch Shop was the first to make a donation to our Spirit 2013 training by donating a bag of give-aways, including shirts, water bottles, lunch boxes, and umbrellas.

LANDesk made a monetary donation to Spirit 2013.

Sam’s Club, Morrow, donated a gift card for the purchase of cookies. Please continue to support them with your business when possible.

Truett’s – Mt. Zion – Truett’s gave the HUB a discount on Tuesday’s breakfast. Please be sure to thank them for their support on your next visit.

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Bruster’s Ice Cream – Mt. Zion – gave the HUB a discount on our graduation celebration ice cream. We hope you will also continue to support them.

Firehouse Subs – Donated a dessert platter for our employer panel luncheon. We encourage you to try a hot Firehouse Sub the next time you are hungry.

Martin’s Restaurant – Breakfast on Wednesday, was donated to the HUB by Martin’s Restaurant. Be sure to thank them on your next visit.

Fulltime staff donations made up the remainder of the donations for Spirit 2013.