Providing Scalable 24/7 Support Track 3: Harborside Ballroom E Tuesday, January 15 th 2:30 to 3:15 pm Ronald Ardron, Jr., Manager of Technical Support.

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Providing Scalable 24/7 Support Track 3: Harborside Ballroom E Tuesday, January 15 th 2:30 to 3:15 pm Ronald Ardron, Jr., Manager of Technical Support Gerald Hinkle, Director of Information Services Sheri Stahler, Associate Vice President Copyright Temple University, Computer Services This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

About Temple University Location Students & employees Schools and colleges, campuses Computer ownership facts From commuter to residential

Evolution of 24 Hour Operations Computer Labs 1980’sEarly to Mid 1990’s ComputerOperators FT Technical SupportSemester Final Exam Period

TECH Center Facts 700 workstations Open 24–Hours: – Student labs – Help Desk – Security – Full-time staff – Starbucks

TECH Center Hours Weekly schedule Regular semester Peak semester Summer sessions & breaks

Usage Statistics Year 10, Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun Visits per day

Usage Statistics Daily Noon Midnight

Usage Statistics Week Students Per Day

Daily Use Help Desk Consults Over a Typical 2 Week Period

Staffing Around the Clock Day shift – 4 full-time lab staff – 12 full-time Help Desk – 6 part-time Evenings & weekends – 3 to 5 full-time staff – 3 part-time Overnight – 2 full-time overnight – 3 part-time

24-hour guard Cameras and swipe systems Close relations with police Walkthroughs – Keep a sharp eye Observe routines & trends Security

Hidden Issues Student expectations Sleepers Unusual behavior Stress factors

Hidden Benefits Early alerts Maintenance issues Leverage downtime International campuses

Communication Is Key Shift changes Call escalation Notifications – Pages – – Reports

Scalability Time – Cyclical nature of academic year – 24 hours not always necessary Space – Shared – Subdividable

Scalability Staffing – Staffing Levels – Home on call or at site – Shift swap – Consolidate with other 24 hour staff

What Did We Learn? 24 Hour Society

If you build it, they will come

Scalable for big and small

24 hours does not always mean 24 x 7 x 365

Expect the unexpected

Questions Web: techcenter.temple.edu

Usage Statistics Semester Number of Students Per Day Week

Daily Use Peak Lab Usage Percent Usage Per Hour

Daily Use Peak – Breakout Rooms Percent Usage For Rooms

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