June 26, 2007 Getting ResNet 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  Services Offered Hardware Diags Virus/Spyware removal OS rebuilds Port Checking and more

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 = ???

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

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.

Training of Student Consultants  Yahoo List Serve Sending Mass Communications Messages Flags ○ INFORMATION ○ INSTRUCTIONS ○ POLICY Storing Files for Reference

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

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

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.

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

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

Information James Kennedy, ResNet Manager Presentation Evaluation URL: Links