[368] in Resnet-Forum
Re: Support
daemon@ATHENA.MIT.EDU (ELLIOT C. JOLESCH (216) 775-6930)
Mon Sep 26 10:17:27 1994
Date: Mon, 26 Sep 1994 10:04:11 -0400 (EDT)
From: "ELLIOT C. JOLESCH (216) 775-6930" <CELLIOT@OCVAXA.CC.OBERLIN.EDU>
To: ANNA@vax.clarku.edu
Cc: resnet-forum@MIT.EDU
X-Vms-To: IN%"ANNA@vax.clarku.edu"
Anna -
We have a similar situation on a smaller scale (at least this year). We had
additional funds from our original network budget and decided to network
one dorm (oops - residence hall) this year as a prototype. We expect to
connect all residence hall with 1 connection per pillow over the next two
years if our funding is approved.
The one residence hall we did has about 260 connections, but only 186 of them
are in student rooms. We have three network closets in this building and
networking services is the only one with access. We (Network Services)
handle the actually connection at the patch panel to make a jack "hot".
This will always be done by the networking group.
Our client services group hired a Residential Computer Coordinator for the
dorm. The responsibility of the RCC is to connect new network users
(includes opening a computer and installing a card) if necessary. The RCC
will also install the necessary networking software, collect the connection
fee ($50.00), and provide the network group with the necessary information
for the connection. We have pre-assigned IP#'s and entered this info into
the nameserver. The $50.00 connection fee is to help offset the cost
of the RCC. The end goal (in most cases) will be to have one RCC per
residence hall.
The RCC will also help students out with other software issues where they can.
In our case, Residential Services and Res. Life has not been involved other
than to assist us with getting the original wiring done. We wired the
building this past summer while other renovations were being made to the
building.
Hope this information helps.
Elliot
==========================================================================
|
Elliot C. Jolesch | (216) 775-6930
Data Communications Manager | celliot@ocvaxa.cc.oberlin.edu
Oberlin College | elliot_jolesch@qmgate.cc.oberlin.edu
Oberlin, Ohio 44074 |
|
==========================================================================
>From: IN%"ATALLEY@KENTVM.KENT.EDU" "Anita Talley" 15-SEP-1994 16:14:43.68
>To: IN%"resnet-forum@MIT.EDU"
>CC:
>Subj: Support
>
>>We are in the process of having the wiring for our residence hall
>>network installed. The question of support has been raised many
>>times here, but what the higher-ups really want to know is:
>>Who will provide support and to what extent? (net mgmt, user calls,
>>troubleshooting and repair, NIC installation, etc.)
>>
>>The main problem here is that Computer Services is in one division
>>and Residence Services is in another. Neither department wants to
>>handle the tedious stuff and neither department wants to staff up
>>for the job either. If your scenario fits this one, how do you
>>split support? If you added staff for this at a state institution,
>>how did you go about convincing whoever that more staff were needed?
>>
>>Any feedback would be appreciated. Thanks.
>>
>>_____________________________________________________________________
>>
>>Anita M. Talley ATALLEY@KENTVM.KENT.EDU
>>Information Management Coordinator (216) 672-7000
>>Dept. of Residence Services fax (216) 672-2579
>>Kent State University
>
>
>We are in a very similar situation except perhaps more pressing. The
>wiring is already in place, we will be offering Ethernet ports to students
>beginning October; haven't quite resolved the support issues yet. We are
>planning on using student help as much as possible, still trying to decide how
>to use them though. First, the issue of Ethernet card and software
>installation - should it be done by appointment, at certain times of the day,
>should we send technicians to dorm rooms, or should the students bring their
>computers to OIS, etc.; next, training issues - should we run workshops, how
>often, to what extent should we try to train (which software, just ftp,
>telent, gopher, www, or perhaps more), what times of the day, how much of
>individual training will be needed, etc.; and then, help desk and
>troubleshooting problems - should we staff the dorms and have some student
>consultant help availble in dorms at any time of the day, should we rely on
>help provided centrally from OIS, how many student consultants will we need,
>how to compensate their effort, etc. A lot of unanswered questions.
>
>We have very little chance of expanding our OIS staff to help with supporting
>the dorm project. Can we manage with just student consultant staff?
>
>Any comments will be appreciated. Thank you.
>
>
>Anna Tomecka anna@vax.clarku.edu
>Systems/Network Manager (508)793-7733
>Clark University
