[37947] in Resnet-Forum
Re: How is your ResNet Organized
daemon@ATHENA.MIT.EDU (Norman Myers)
Mon Feb 11 19:34:58 2013
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Date: Tue, 12 Feb 2013 00:34:13 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Norman Myers <nmyers@uoregon.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <5119842C.5040402@ucsc.edu>
Our ResNet is a fairly low budget operation. We run $50,000 in student labor and probably another 50K in time from full time staff if we split out the hours. And we have a decent office which isn't free either. We only fully support network issues on resident computers and unless they are handicapped we require them to bring the computer to us. We are funded by our Housing dept. and the IT section of Housing supervises the operation. The student labs are run by various departments with our library managing the most. They handle their labs and a couple large labs elsewhere on campus. The central help desk is managed by a campus group merged from central IT and library techs. Several other departments also run IT support with various levels of help desks.
ResNet works with virus and spyware removal, file sharing resolution. Central IT handles the complaints and quarantines (virus and file sharing) we confirm computer is clean and educate on perils of file sharing before releasing quarantines on first time offenders. Because some viruses are better resolved by reformatting we do support system reinstalls too. Priority given to a virus computer we recommend reformatting and others on a time available status. We do not handle printers, monitors, etc other than confirming there is a hardware problem. We are not a repair shop. The closest we come is helping resident with customer support on computers still under warranty. The Housing department includes ResNet costs in their general budget and no charge to residents using our services. We confirm they are residents and help them or direct them to the right support group if they live off campus.
Open to questions, good luck.
Norm Myers
Computer Coordinator
University of Oregon Housing
541-346-5227
-----Original Message-----
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Carla Rounds
Sent: Monday, February 11, 2013 3:52 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: How is your ResNet Organized
Hi Folks,
I am looking for organizational information .... how is your Support Organization set up. For instance, is your Central Help Desk separate from your ResNet? Are the student labs under ResNet or the Help Desk or a different unit all together? Does your Central Help Desk assist all campus students, staff and faculty? These are the type of things that I am looking for. Looking forward to hearing back from you.
--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
cjrounds@ucsc.edu
(831) 459-5757
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