June 26, 2007

Getting ResNet Done @ WKU

June 26, 2007

Agenda Overview of ResNet at WKU Staffing Our ResNet Office Training of Student

Consultants Support Process of Student

Machines Wrap-up and Future Concerns

Overview of ResNet Network and

Computer Service for all students

Services OfferedHardware DiagsVirus/Spyware

removalOS rebuildsPort Checking and

more

14,000

6000

WKU Student Breakdown

Off Campus On Campus

Overview of ResNet Continued

Operating System Support Dell Warranty Replacement Work Max Case Loads

Year Before I started = 212First Year = 91Second Year = 54Third Year = ???

Staffing Our ResNet Office Interview Process

Committee InterviewStudent Shared by Among Different Divisions

One Person Responsible for Scheduling Student Resources are Pooled

Advantages○ Cross Training Occurs○ Lack of Boredom○ Troubleshooting skills are Developed

Disadvantages○ Schedule Logistic Problems○ Work Load Balance○ “Time of Day” factor

Training of Student Consultants

Student Certification CoursesCentralized Area for Numerous TopicsTopics cover Helpdesk, ResNet, and

Networking Interface shows course previews and

corresponding instructors for eachCourse website was completed in-house

and written in PHP.

Training of Student Consultants

Yahoo List ServeSending Mass CommunicationsMessages Flags

○ INFORMATION○ INSTRUCTIONS○ POLICY

Storing Files for Reference

Training of Student Consultants

Video TutorialsAlternative way of learningWell received with students and staff

membersTutorials cover a multitude of different topicsCreation includes:

○ Script○ Design the video flow○ Implementation of audio

Example

Support of Student Machines Helpdesk

Frequent calls deal with students having Internet connection problems in the residence halls

Consultants provide troubleshooting with resources provided If troubleshooting fails and all other options are exhausted,

student is asked to bring his/her computer to our support center for further testing

Other call issues include:○ Damaged ports○ Port splitters○ Minor hardware-related issues○ Game console registrations○ Web-based registration○ Cisco Clean Access

Support of Student Machines On-site Support in Residence Halls

Most visits consist of checking portsOther cases are of special circumstance (i.e.

= physical limitations)Overall, due to limited student resources, we

do not visit residence halls for computer support.

Support of Student Machines Ticket Generation at Front Counter Checklists

General Fixing FormRebuild OS Form

ResourcesSpecialized consultant DVDs that contain numerous

software utilities, drivers, patches and registry fixes.Tools such as power supply testers, desktop and laptop

hard drive adapters, and external hard drives for data storage

Spare parts for testingCreativity

Concerns for the Future

Continuing to employ good technical students

New Proposed Knowledge BaseExisting resources are too spread outBring all of knowledge resources and

vehicles under one umbrella More devices and peripherals to support Vista Support Advertising

InformationJames Kennedy, ResNet Manager

james.kennedy@wku.edu

Presentation Evaluation URL:

http://resnetsymposium.org/resnet2007

Links

http://resnet.wku.edu

http://www.wku.edu/videotutorials