University of New Brunswick - The 2013 ResNet Student ...

Program Descriptions
Presentation 2C: Re-Evaluating ResNet: Concepts and Tools to Maximize Your Operation
Presenter/Institution: Todd Thomas (University of Northern Iowa) & Justin Wilbers (Missouri State University)
Format: Lecture
Theme: ResNet Operations
Technical level: 6
Location: Singer 351
Description: Many ResNet programs have become established, matured environments. This can be beneficial for both students and
staff, but new ideas spark increased customer service and add value to a program. Through a combination of conceptual reevaluation,
small changes, and implementation of low-cost/free technology, improvements can be pushed forward, making a good
program great.
Presentation 2D: Hiring, Training and Retaining Top Notch ResNet Tech
Presenter/Institution: Dan Marini (Northeastern University), Steve Grossman (Northeastern University)
Format: Lecture
Theme: ResNet Operations
Technical level: 3
Location: Singer 361
Description: Our ResNet methods of recruiting, training and retaining staff were totally revamped in order to respond to rapid
increases in on campus student population and scope of services as well as increasingly complex technical demands. We will show
how we have effectively addressed operational concerns by altering our internal strategies, by partnering with other University
resources and by offering student staff more than just a job. We will also discuss the rationale for our extended (1 month) training
program and detail the mechanics of module creation, topic coverage, Virtual Break/Fix components, yearly review/update, and
scheduling. Our goal is to have student staff fully trained, integrated, and familiar with the campus before Move-In. Upon
conclusion, attendees will have a framework with which they will be able to enhance their current hiring and training programs, as
well as a roadmap to help establish and sustain a longer training schedule if it suits their own campus environments.
Presentation 2E: Copyright Education for Students
Presenter/Institution: Margaret Landsparger (Michigan Technological University), Carla Rounds (UC Santa Cruz), Alok Vimawala
(University of Michigan), John Rocchio (UC Santa Cruz), Jan Gerenstein (Northern Illinois University
Format: Panel
Theme: Security and Policy
Technical level: 0
Location: Tilley 205
Description: This panel discussion/presentation will focus on Copyright Eduction for Students. We hope that this event will be both
an audience participation session as well as a presentation of what is working at our respective universities.
Presentation 2F: From Help Desk and ResNet to the best Service Center in town
Presenter/Institution: Niki Serakiotou (Rice University)
Format: Panel
Theme: ResNet Operations
Technical level: 0
Location: Tilley 223
Description: A narrative of the recent reorganization of the Rice Helpdesk with specifics on - Hiring process for students; training,
formal evaluation procedures, customer surveys of student performance
- OLAs between Help Desk and other IT teams
- How both student and permanent staff members create and update documentation; how we administer our incident management
system
- How staff divides duties between supervising, support and training
- What we do on metrics and what we saw in improvements
- What is the strategic vision for the future: merging Help Desk and Resnet is only the first step in creating a competitive business, a
Service Center on campus.
ResNet 2008 @ University of New Brunswick