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Service Desk/Client Services [clear filter]
Thursday, March 15

4:15pm EDT

"Have you tried turning it off and on again?" Strategies for Avoiding Burnout
Come together with your fellow supporters of higher ed and examine ways to avoid the burn out from endless password resets, angry customers, and the other pitfalls of IT support.


Russell Altizer

IT Analyst, Virginia Commonwealth University
Russell is the "old salt" help desk technician, having worked in every iteration of the IT Support Center over the last 16 years, ever since he was a dewy-eyed freshman at VCU.

Thursday March 15, 2018 4:15pm - 5:15pm EDT
Holley IV
Friday, March 16

10:15am EDT

Planting, Tending, and Growing a Knowledgebase from Small to Larger
Come out and enjoy and participate with our panel members as they show behind-the-scenes view of and comparison between Virginia Tech's larger knowledgebase with numerous editors from across the university with dedicated knowledgebase staff, and Christopher Newport University's more focused knowledgebase with a smaller editing staff who maintain other responsibilities. They will discuss both the good and the challenges of growing pains they both experience and would love to hear how you have approached similar challenges in tending to the garden of your knowledgebase and weeding out the weeds.


Jimmy Buckingham

IT Helpdesk Technician, Christopher Newport University
I am the lead Customer Service Desk technician and Customer Service Coordinator at Christopher University. Additionally, I am the Knowledgebase Manager for CNU.

Amanda Cooper

Knowledgebase Manager, Virginia Tech

Friday March 16, 2018 10:15am - 11:15am EDT