1. Effective Customer Service: Exploring the process from beginning to end

2. Policies and Procedures Montana State University has created to assist our users during their time on campus

3. ResNet’s Role on Campus: Provide network connectivity and technical support to students in the Residence Halls and Family and Graduate Housing areas Provide technical support to our Auxiliary Services operations

4. Our Clientele: 3000+ students 200+ staff members

5. Our Staff: Four full time employees 10 – 12 student employees

6. Our Support Models: Telephone Support Telephone Support Full Service Center Drop-Off Full Service Center Drop-Off On-site Assistance On-site Assistance Self Help (web site) Self Help (web site)

7. Telephone Support: Provide clients with efficient support Provide clients with efficient support Account support Account support Supply information or direct students to the Supply information or direct students to the appropriate solution appropriate solution

8. Telephone Support Checklist: Developed to assist helpdesk staff diagnose and solve network issues over the phone in a timely manner

10. Services offered: Services offered: A full service helpdesk that diagnoses/repairs A full service helpdesk that diagnoses/repairs many hardware and software issues many hardware and software issues Adware / spyware / virus removal Adware / spyware / virus removal McAfee Antivirus installation McAfee Antivirus installation Computer labs Computer labs Education Education

11. Pipeline to the Campus: ResNet and the MSU Campus share the following bandwidth: 100 Mbps of commodity Internet 100 Mbps of commodity Internet 2.4 Gbps of Internet 2 2.4 Gbps of Internet 2

12. Future Service Upgrades: Fall 2007 Fall 2007 100 Mbps connectivity to all of our residents residents Wireless connectivity in dining halls and many common areas within the residence many common areas within the residence halls halls

13. ResNet Service Center Procedures: Welcome clients into the service center Welcome clients into the service center Verify student status through the helpdesk Verify student status through the helpdesk system system Determine the issue that brought the Determine the issue that brought the customer to us customer to us

14. PC Support Procedures: A “Service Request Form” must be filled out for all computers checked into the center A “Service Checklist” must be filled out if the problem does not have a simple solution An entry must be placed in the helpdesk to document steps taken to correct the issue

15. Service Request Form: Provides information about the student and their computer so we may work on it Gives a brief overview of the problem Releases the university and its employees from liability if something happens to the PC while in our care

18. Service Checklist: Documents steps taken to resolve issues Step-by-step procedures for most effective PC repair Used to give the client a description of what may have caused their issue

20. Technical Support: Diagnose and repair hardware and software issues Remove adware / spyware / viruses Provide operating system reloads (worst case scenario)

21. Helpdesk System: Web based system developed to: Provide helpdesk staff with information Provide helpdesk staff with information Maintain current client list Maintain current client list Track client issues Track client issues Check status of port in room Check status of port in room Trace policy violators Trace policy violators Verify if services are down Verify if services are down Assist users in the registration process Assist users in the registration process Store our staff PC inventory Store our staff PC inventory

36. In-Room Service: We provide in-room service under the following circumstances: When a student has been down to the center with their computer and cable, and both work fine When there is visible damage to the data jack in the client’s apartment

37. Computer Labs: Provide our residents a place to work on a computer in peace and quiet Seven computer labs spread through the residence halls and Family and Graduate Housing areas A PC is provided to each hall front desk for immediate access Free printing

38. Policies: 2 GB total download / upload limit per 24 hour period One computer per port (unless they pay for an extra connection) No open file shares No wireless networks are allowed in the residence halls. Wireless networks in Family and Graduate Housing must be secure

39. Policy Violation Penalties: First offense – If client can not be contacted, their network connection is suspended until they are informed of their policy infraction Second offense – Contact client and suspend network service for three business days

40. Penalties continued: Third offense – Client must speak to administration staff and network service is suspended for a week. Subsequent offenses – Disciplinary action as determined by administration

41. Self Service: Our website provides useful information for clients to diagnose and solve non-connection related issues http://www.montana.edu/resnet

42. Questions?

43. Evaluate me! Visit: http://resnetsymposium.org/resnet2007 and click on “Presentation Evaluations”