[37953] in Resnet-Forum
Re: How is your ResNet Organized
daemon@ATHENA.MIT.EDU (Christina Webster)
Tue Feb 12 08:49:21 2013
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Date: Tue, 12 Feb 2013 08:48:27 -0500
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Christina Webster <cwebste1@swarthmore.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <F3FC010FD4D5004B96A2286B495CEBB80B020B@ad-cc-mbx02>
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We're a small school with 1,500 students, so everything is handle via the H=
elpdesk. We have a 25 member student workforce that works in both the Helpd=
esk, and the library. They work in the Helpdesk during operating hours (8:4=
5AM - 4:30PM), and in the main library after hours - Mon to Thurs, 7PM - 2A=
M; Fri, 7PM - 11PM; Sat, 10AM - 8PM; and Sun 10AM - 2AM. We handle a little=
of everything: networking, software, account issues, Moodle, viruses, etc =
- we have a Hardware Repair Tech for our supported models (Dell and Apple).=
For other models, we limit ourselves to backing up data. The students answ=
er what they can, and escalate tickets for what they can't - they also ente=
r tickets for all issues. Public Computing labs, which includes the library=
, also falls under the Client Services - which is basically the Helpdesk.
--
Christina Webster
Technical Support Specialist
I nformation T echnology S ervices
Swarthmore College
500 College Avenue
Swarthmore, PA 19081
(610) 957-6155
Web Site: http://www.swarthmore.edu/its.xml
----- Original Message -----
From: "Norman Myers" <nmyers@uoregon.edu>
To: RESNET-L@LISTSERV.ND.EDU
Sent: Monday, February 11, 2013 7:34:13 PM
Subject: Re: How is your ResNet Organized
Our ResNet is a fairly low budget operation. We run $50,000 in student labo=
r 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 handicappe=
d 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. The=
y handle their labs and a couple large labs elsewhere on campus. The centra=
l 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 o=
f help desks.
ResNet works with virus and spyware removal, file sharing resolution. Centr=
al IT handles the complaints and quarantines (virus and file sharing) we co=
nfirm computer is clean and educate on perils of file sharing before releas=
ing quarantines on first time offenders. Because some viruses are better re=
solved by reformatting we do support system reinstalls too. Priority given =
to a virus computer we recommend reformatting and others on a time availabl=
e status. We do not handle printers, monitors, etc other than confirming th=
ere 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 Rou=
nds
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 Organi=
zation set up. For instance, is your Central Help Desk separate from your R=
esNet? Are the student labs under ResNet or the Help Desk or a different un=
it all together? Does your Central Help Desk assist all campus students, st=
aff and faculty? These are the type of things that I am looking for. Lookin=
g forward to hearing back from you.
--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
cjrounds@ucsc.edu
(831) 459-5757
___________________________________________________
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
___________________________________________________
___________________________________________________
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
___________________________________________________
Swarthmore College ITS staff will never ask you for your password, includin=
g by email. Please keep your passwords private to protect yourself and the =
security of our network.
___________________________________________________
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
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<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Comic Sans MS; font-size: 10pt; color: #000099'>W=
e're a small school with 1,500 students, so everything is handle via the He=
lpdesk. We have a 25 member student workforce that works in both the =
Helpdesk, and the library. They work in the Helpdesk during operating=
hours (8:45AM - 4:30PM), and in the main library after hours - Mon to Thur=
s, 7PM - 2AM; Fri, 7PM - 11PM; Sat, 10AM - 8PM; and Sun 10AM - 2AM. W=
e handle a little of everything: networking, software, account issues, Mood=
le, viruses, etc - we have a Hardware Repair Tech for our supported models =
(Dell and Apple). For other models, we limit ourselves to backing up =
data. The students answer what they can, and escalate tickets for wha=
t they can't - they also enter tickets for all issues. Public Computi=
ng labs, which includes the library, also falls under the Client Services -=
which is basically the Helpdesk.<br><br>-- <br><span name=3D"x"></span><fo=
nt color=3D"#000066" size=3D"2"><font color=3D"#000099">Christina Webster<b=
r><font size=3D"2">Technical Support Specialist</font><br>I<font size=3D"2"=
>nformation <font size=3D"2">T</font>echnology <font size=3D"2">S</font>erv=
ices</font><br>Swarthmore College<br><font size=3D"2">500 College <font siz=
e=3D"2">Avenue<br><font size=3D"2">Swarthmore, PA 19081</font><br></font>(6=
10) 957-6155</font><br>Web Site: http://www.swarthmore.edu/its.xml</font></=
font><br><br><hr id=3D"zwchr"><div style=3D"color:#000;font-weight:normal;f=
ont-style:normal;text-decoration:none;font-family:Helvetica,Arial,sans-seri=
f;font-size:12pt;"><b>From: </b>"Norman Myers" <nmyers@uoregon.edu><b=
r><b>To: </b>RESNET-L@LISTSERV.ND.EDU<br><b>Sent: </b>Monday, February 11, =
2013 7:34:13 PM<br><b>Subject: </b>Re: How is your ResNet Organized<br><br>=
Our ResNet is a fairly low budget operation. We run $50,000 in studen=
t labor and probably another 50K in time from full time staff if we split o=
ut the hours. And we have a decent office which isn't free either. &n=
bsp;We only fully support network issues on resident computers and unless t=
hey are handicapped we require them to bring the computer to us. We a=
re 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 campu=
s group merged from central IT and library techs. Several other depar=
tments also run IT support with various levels of help desks.<br> &nbs=
p;ResNet works with virus and spyware removal, file sharing resolution. &nb=
sp;Central IT handles the complaints and quarantines (virus and file sharin=
g) we confirm computer is clean and educate on perils of file sharing befor=
e releasing quarantines on first time offenders. Because some viruses=
are better resolved by reformatting we do support system reinstalls too. &=
nbsp;Priority given to a virus computer we recommend reformatting and other=
s on a time available status. We do not handle printers, monitors, et=
c other than confirming there is a hardware problem. We are not a rep=
air shop. The closest we come is helping resident with customer suppo=
rt on computers still under warranty. The Housing department includes ResNe=
t costs in their general budget and no charge to residents using our servic=
es. We confirm they are residents and help them or direct them to the=
right support group if they live off campus.<br>Open to questions, good lu=
ck.<br><br>Norm Myers<br>Computer Coordinator<br>University of Oregon Housi=
ng<br>541-346-5227<br><br><br><br>-----Original Message-----<br>From: Resne=
t Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Carla Rounds<br>Sent=
: Monday, February 11, 2013 3:52 PM<br>To: RESNET-L@LISTSERV.ND.EDU<br>Subj=
ect: How is your ResNet Organized<br><br>Hi Folks,<br><br>I am looking for =
organizational information .... how is your Support Organization set up. &n=
bsp;For instance, is your Central Help Desk separate from your ResNet? &nbs=
p;Are the student labs under ResNet or the Help Desk or a different unit al=
l together? Does your Central Help Desk assist all campus students, s=
taff and faculty? These are the type of things that I am looking for.=
Looking forward to hearing back from you.<br><br>--<br>Carla Rounds<=
br><br>University of California, Santa Cruz<br>Santa Cruz, California 95064=
<br><br>cjrounds@ucsc.edu<br>(831) 459-5757<br> <br><br>________=
___________________________________________<br>You are subscribed to the Re=
sNet-L mailing list.<br><br>To subscribe, unsubscribe or search the archive=
s, go to http://LISTSERV.ND.EDU/archives/resnet-l.html<br>_________________=
__________________________________<br><br>_________________________________=
__________________<br>You are subscribed to the ResNet-L mailing list.<br><=
br>To subscribe, unsubscribe or search the archives,<br>go to http://LISTSE=
RV.ND.EDU/archives/resnet-l.html<br>_______________________________________=
____________<br></div><br><br><div><font size=3D"2"><font size=3D"3"><font =
color=3D"#990000"><i>Swarthmore College ITS staff will never ask you for yo=
ur password, including by email. Please keep your passwords private to prot=
ect yourself and the security of our network.</i></font></font></font><span=
name=3D"x"></span><br></div></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>
___________________________________________________
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