[37835] in Resnet-Forum
Re: Helpdesk for students
daemon@ATHENA.MIT.EDU (Letson, Andrew (RTA))
Fri Dec 21 12:15:58 2012
Content-Language: en-US
Content-Type: multipart/alternative; boundary="_000_6C0428256E0FF64D8606DFD88E37F80F85ED3393UMMAIL03gsumted_"
MIME-Version: 1.0
Message-ID: <6C0428256E0FF64D8606DFD88E37F80F85ED3393@UMMAIL03.gs.umt.edu>
Date: Fri, 21 Dec 2012 17:15:23 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: "Letson, Andrew (RTA)" <andrew.letson@mso.umt.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAJiOijNY=3AXE2wjfasOaEOxg69=b9YCvL1_0uFnhgocrQVJEw@mail.gmail.com>
--_000_6C0428256E0FF64D8606DFD88E37F80F85ED3393UMMAIL03gsumted_
Content-Type: text/plain; charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
We do a lot here - hardware installs, reformats and data backups, quoting, =
ordering, and installing hardware for students (both laptops and desktops),=
assisting with network/email access issues, and Dell warranty repair (stud=
ent supervisors are Dell warranty certified, as is our sysadmin).
Andrew Letson
2012-13 RTA Coordinator
University of Montana Student Affairs IT
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Cesar Nau=
[Staff]
Sent: Friday, December 21, 2012 9:19 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Helpdesk for students
Full Time staff with the appropriate certifications.
Our students are not allowed to open any devices.
Cesar A. Nau
Assistant Director
Fordham University | IT Customer Care
718.817.4598
On Fri, Dec 21, 2012 at 11:14 AM, Carla Rounds <cjrounds@ucsc.edu<mailto:cj=
rounds@ucsc.edu>> wrote:
Are your student employees Certified Techs to do hardware repair on warrant=
y items or is it full time staff that do this work?
On 12/21/2012 8:09 AM, Cesar Nau [Staff] wrote:
We assist our customers network connections, mobile device setups, e-mail c=
onfiguration, malware removal, OS re-installs (as long as they provide the =
media), access to the University portal, software installation, and hardwar=
e repair for Dell, HP, and Apple computers that are still under warranty. W=
e do not perform data backups but do assist the customer in doing so themse=
lves.
Cesar A. Nau
Assistant Director
Fordham University | IT Customer Care
718.817.4598
On Fri, Dec 21, 2012 at 9:41 AM, Lyons, Andrew H <alyons@albany.edu<mailto:=
alyons@albany.edu>> wrote:
We assist with network connections, e-mail connections, instruction and bro=
wser issues with University services like the portal and LMS, and other rel=
atively basic or advising things.
We have instructional workshops for malware or OS reinstall where our stude=
nt techs teach and the students actually do.
We don't do any hardware support for personal equipment beyond general advi=
ce.
Andrew Lyons, IT Support Specialist
ITS Client Support Services
University at Albany
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSER=
V.ND.EDU>] On Behalf Of Claudia Servadio-Coyne
Sent: Thursday, December 20, 2012 4:19 PM
To: RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>
Subject: [RESNET-L] Helpdesk for students
I'd like to know what kind of ITS related services other Colleges provide =
at their helpdesk for students?
For example: We connect students to the network, backup data and reinstall =
the OS (if they have their disks), remove viruses, stuff like that but very=
little hardware.
--
Claudia Servadio-Coyne
Student Technology Manager ITS
Colgate University
phone: (315) 228-7126
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
cjrounds@ucsc.edu<mailto:cjrounds@ucsc.edu>
(831) 459-5757
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
--_000_6C0428256E0FF64D8606DFD88E37F80F85ED3393UMMAIL03gsumted_
Content-Type: text/html; charset="us-ascii"
Content-Transfer-Encoding: quoted-printable
<html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micr=
osoft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:=
//www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Dus-ascii"=
>
<meta name=3D"Generator" content=3D"Microsoft Word 14 (filtered medium)">
<style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
@font-face
{font-family:Georgia;
panose-1:2 4 5 2 5 4 5 2 3 3;}
@font-face
{font-family:Consolas;
panose-1:2 11 6 9 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0in;
mso-margin-bottom-alt:auto;
margin-left:0in;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
pre
{mso-style-priority:99;
mso-style-link:"HTML Preformatted Char";
margin:0in;
margin-bottom:.0001pt;
font-size:10.0pt;
font-family:"Courier New";}
p.MsoAcetate, li.MsoAcetate, div.MsoAcetate
{mso-style-priority:99;
mso-style-link:"Balloon Text Char";
margin:0in;
margin-bottom:.0001pt;
font-size:8.0pt;
font-family:"Tahoma","sans-serif";}
span.hoenzb
{mso-style-name:hoenzb;}
span.HTMLPreformattedChar
{mso-style-name:"HTML Preformatted Char";
mso-style-priority:99;
mso-style-link:"HTML Preformatted";
font-family:Consolas;}
span.EmailStyle21
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
span.BalloonTextChar
{mso-style-name:"Balloon Text Char";
mso-style-priority:99;
mso-style-link:"Balloon Text";
font-family:"Tahoma","sans-serif";}
.MsoChpDefault
{mso-style-type:export-only;
font-family:"Calibri","sans-serif";}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext=3D"edit">
<o:idmap v:ext=3D"edit" data=3D"1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang=3D"EN-US" link=3D"blue" vlink=3D"purple">
<div class=3D"WordSection1">
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D">We do a lot here - hardwa=
re installs, reformats and data backups, quoting, ordering, and installing =
hardware for students (both laptops and desktops), assisting
with network/email access issues, and Dell warranty repair (student superv=
isors are Dell warranty certified, as is our sysadmin).<o:p></o:p></span></=
p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<p class=3D"MsoNormal"><i><span style=3D"font-size:11.0pt;font-family:"=
;Calibri","sans-serif";color:#1F497D">Andrew Letson<o:p></o:=
p></span></i></p>
<p class=3D"MsoNormal"><i><span style=3D"font-size:11.0pt;font-family:"=
;Calibri","sans-serif";color:#1F497D">2012-13 RTA Coordinato=
r<o:p></o:p></span></i></p>
<p class=3D"MsoNormal"><i><span style=3D"font-size:11.0pt;font-family:"=
;Calibri","sans-serif";color:#1F497D">University of Montana =
Student Affairs IT<o:p></o:p></span></i></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:"Ca=
libri","sans-serif";color:#1F497D"><o:p> </o:p></span><=
/p>
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;font-family:"=
;Tahoma","sans-serif"">From:</span></b><span style=3D"font-s=
ize:10.0pt;font-family:"Tahoma","sans-serif""> Resnet F=
orum [mailto:RESNET-L@LISTSERV.ND.EDU]
<b>On Behalf Of </b>Cesar Nau [Staff]<br>
<b>Sent:</b> Friday, December 21, 2012 9:19 AM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> Re: Helpdesk for students<o:p></o:p></span></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal">Full Time staff with the appropriate certifications.=
<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Our students are not allowed to open any devices.<o:=
p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal"><br clear=3D"all">
<o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<p class=3D"MsoNormal">Cesar A. Nau<o:p></o:p></p>
<div>
<p class=3D"MsoNormal">Assistant Director<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Fordham University | IT Customer Care<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">718.817.4598<o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><o:p> </o:p></p>
<div>
<p class=3D"MsoNormal">On Fri, Dec 21, 2012 at 11:14 AM, Carla Rounds <<=
a href=3D"mailto:cjrounds@ucsc.edu" target=3D"_blank">cjrounds@ucsc.edu</a>=
> wrote:<o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal">Are your student employees Certified Techs to do har=
dware repair on warranty items or is it full time staff that do this work?<=
o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal"><br>
<br>
On 12/21/2012 8:09 AM, Cesar Nau [Staff] wrote:<o:p></o:p></p>
</div>
</div>
</div>
<div>
<div>
<blockquote style=3D"margin-top:5.0pt;margin-bottom:5.0pt">
<p class=3D"MsoNormal">We assist our customers network connections, mobile =
device setups, e-mail configuration, malware removal, OS re-installs (as lo=
ng as they provide the media), access to the University portal, software in=
stallation, and hardware repair for
Dell, HP, and Apple computers that are still under warranty. We do not per=
form data backups but do assist the customer in doing so themselves.
<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><br clear=3D"all">
<o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<p class=3D"MsoNormal">Cesar A. Nau <o:p></o:p></p>
<div>
<p class=3D"MsoNormal">Assistant Director<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">Fordham University | IT Customer Care<o:p></o:p></p>
</div>
<div>
<p class=3D"MsoNormal">718.817.4598<o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><o:p> </o:p></p>
<div>
<p class=3D"MsoNormal">On Fri, Dec 21, 2012 at 9:41 AM, Lyons, Andrew H <=
;<a href=3D"mailto:alyons@albany.edu" target=3D"_blank">alyons@albany.edu</=
a>> wrote:<o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D">We assist with network connections, e-mail c=
onnections, instruction and browser issues with University
services like the portal and LMS, and other relatively basic or advising t=
hings.</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D"> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D">We have instructional workshops for malware =
or OS reinstall where our student techs teach and the students
actually do.</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D"> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D">We don’t do any hardware support for p=
ersonal equipment beyond general advice.</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D"> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D">Andrew Lyons, IT Support Specialist</span><o=
:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D">ITS Client Support Services</span><o:p></o:p=
></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D">University at Albany</span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><span style=3D"font-size:10.0pt;font-family:"Georgia",&q=
uot;serif";color:#1F497D"> </span><o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"><b><span style=3D"font-size:10.0pt;font-family:"Tahoma",=
"sans-serif"">From:</span></b><span style=3D"font-size:10.0pt;fon=
t-family:"Tahoma","sans-serif""> Resnet Forum [mailto:<=
a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTS=
ERV.ND.EDU</a>]
<b>On Behalf Of </b>Claudia Servadio-Coyne<br>
<b>Sent:</b> Thursday, December 20, 2012 4:19 PM<br>
<b>To:</b> <a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RE=
SNET-L@LISTSERV.ND.EDU</a></span><o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><br>
<b>Subject:</b> [RESNET-L] Helpdesk for students<o:p></o:p></p>
</div>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto"> <o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"mso-margin-top-alt:auto;mso-margin-bottom-a=
lt:auto">I'd like to know what kind of ITS related services other Col=
leges provide at their helpdesk for students?<o:p></o:p></p>
<div>
<div>
<p class=3D"MsoNormal"><br>
<br>
For example: We connect students to the network, backup data and reinstall =
the OS (if they have their disks), remove viruses, stuff like that but very=
little hardware.<br clear=3D"all">
<br>
-- <br>
Claudia Servadio-Coyne<br>
Student Technology Manager ITS <br>
Colgate University<br>
phone: (315) 228-7126<br>
<br>
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
<o:p></o:p></p>
</div>
</div>
<div>
<div>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">
http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
__________________________
<o:p></o:p></p>
</div>
</div>
</div>
</div>
<div>
<div>
<p class=3D"MsoNormal">___________________________________________________ =
You are subscribed to the ResNet-L mailing list.
<o:p></o:p></p>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">
http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
__________________________
<o:p></o:p></p>
</div>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<p class=3D"MsoNormal">___________________________________________________ =
You are subscribed to the ResNet-L mailing list.
<o:p></o:p></p>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">
http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
__________________________
<o:p></o:p></p>
</blockquote>
<p class=3D"MsoNormal" style=3D"margin-bottom:12.0pt"><o:p> </o:p></p>
</div>
</div>
<pre><span style=3D"color:#888888">-- <o:p></o:p></span></pre>
<pre><span style=3D"color:#888888">Carla Rounds<o:p></o:p></span></pre>
<pre><span style=3D"color:#888888"><o:p> </o:p></span></pre>
<pre><span style=3D"color:#888888">University of California, Santa Cruz<o:p=
></o:p></span></pre>
<pre><span style=3D"color:#888888">Santa Cruz, California 95064<o:p></o:p><=
/span></pre>
<pre><span style=3D"color:#888888"><o:p> </o:p></span></pre>
<pre><span style=3D"color:#888888"><a href=3D"mailto:cjrounds@ucsc.edu" tar=
get=3D"_blank">cjrounds@ucsc.edu</a><o:p></o:p></span></pre>
<pre><span style=3D"color:#888888">(831) 459-5757<o:p></o:p></span></pre>
</div>
<div>
<div>
<p class=3D"MsoNormal">___________________________________________________ =
You are subscribed to the ResNet-L mailing list.
<o:p></o:p></p>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">
http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
__________________________
<o:p></o:p></p>
</div>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<p class=3D"MsoNormal">___________________________________________________ =
You are subscribed to the ResNet-L mailing list.
<o:p></o:p></p>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">
http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
__________________________
<o:p></o:p></p>
</div>
</body>
</html>
___________________________________________________
You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
go to <a href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">http://LISTSERV.ND.EDU/archives/resnet-l.html</a>
___________________________________________________
--_000_6C0428256E0FF64D8606DFD88E37F80F85ED3393UMMAIL03gsumted_--
