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Service Desk/Client Services [clear filter]
Wednesday, March 14
 

9:00am EDT

Creating Your Own App for Staff Reporting
[This session will be video Recorded] UVA classroom support has 10 technicians who support nearly 200 rooms over 2 shifts. It was difficult to manage paperwork from multiple sources and compile the results into a single report that could be archived regularly to give a picture of progress over time. An app was created to do just that. We will discuss steps to create this app and share reports that have been generated.

Speakers
PG

Preston Godfrey

Classroom AV Technician, University of Virginia
avatar for Jeremy Parker

Jeremy Parker

AV Programmer, University of Virginia


Wednesday March 14, 2018 9:00am - 10:00am EDT
Jefferson

1:30pm EDT

Name it, tame it, frame it - communicating multi-faceted information to people who are barely paying attention.
In IT, we have a lot to tell people, and many different audiences who will each be impacted in different ways by our service updates. And let's face it...they're not listening very well! Simplifying the messages and finding ways to meet your audiences where they are can help.

Speakers
avatar for Angela Correa

Angela Correa

Marketing and Communications SIG, Virginia Tech
Communications strategy, IT news & information, client relationships, media relations, customer service, making things easy for average folks to understand. SIG chair for Marketing & Communications.


Wednesday March 14, 2018 1:30pm - 2:30pm EDT
Lee

3:00pm EDT

Strategic Forecasting: Methods for Facing Wrenching Change
"I didn't see that coming" or "I was totally surprised by 'X'". The question from this is, "Why didn't you see it since the signals were there all along?"
By learning new methods to observe more than one future, professionals will have fewer instances of surprise and will have more control over one's professional and personal lives.Participants will be given tools to think differently about change, how to anticipate more signals, and be better prepared to adapt.

Speakers
avatar for Tim Murphy

Tim Murphy

Director, Classroom & Lab Technologies, George Mason University
Dr. Tim Murphy is the Director of Classroom and Lab Technologies (CaLT). His responsibilities include leadership for all classroom AVIT technology support on 3 campuses. He was part of a team that completed the IT strategic plan that is projected out through 2020. In 2007, he was... Read More →


Wednesday March 14, 2018 3:00pm - 4:00pm EDT
Madison
 
Thursday, March 15
 

9:00am EDT

Improving user experience through AV programming
[This session will be video Recorded] How VCU Media Support improves classroom systems reliability, minimizes down time, and streamlines maintenance. All with help of Crestron Fusion and AV programming.

I'll share some interesting ideas on the subject, show our interface from both users and technicians point of view. "

Speakers
avatar for Mariusz Ostasz

Mariusz Ostasz

AV Programmer, Virginia Commonwealth University
AV programming, Crestron, standards,


Thursday March 15, 2018 9:00am - 10:00am EDT
Jefferson

9:00am EDT

Introducing In-House Training to the Service Desk
The only constant is change and that applies to the service desk world! How do you keep up!?! Virtual training is an essential tool in our Service Desk toolbox. This presentation will cover how to get started in the world of video training; answering the big questions of who, what, when, where and why video training is critical in today’s service desk environment. Who should take on the instruction? What should the topics be? When is the opportune time to switch to a virtual training environment? Where can we best utilize virtual training? Why switch to virtual from classroom style learning? Also offered will be tips and tricks for creating the best possible virtual trainings.

Speakers
avatar for Crystal Piercy

Crystal Piercy

Help Services Coordinator, University of Virginia


Thursday March 15, 2018 9:00am - 10:00am EDT
Ampitheater

3:00pm EDT

Using Analytics to Support VCU’s Classroom Technology
[This session will be video Recorded] This session will follow the journey of collecting meaningful statistics from our support team starting with the specific data points of interest such as service call types, user trainings and preventative maintenance as well as a few others that have presented themselves along the way. We’ll then look into the tools we use to collect data and we’ll round out the session with some data use cases.

Speakers
avatar for Jesse Castellani

Jesse Castellani

Junior Security Analyst, Virginia Commonwealth University
avatar for Jared Parker

Jared Parker

Classroom AV Support Manager, Virginia Commonwealth University


Thursday March 15, 2018 3:00pm - 4:00pm EDT
Holley I/II
 
Friday, March 16
 

9:00am EDT

From Flow Charts to Interactive Problem Solving Tools
Many higher education institutes still utilize in-house information centers (IC) to provide information technology (IT) support to students, faculty, and staff. No matter the service is provided through synchronized phone calls or asynchronized online service platforms, problem solving is essential in troubleshooting problems with and for customers. Yet, problem solving can be difficult when there are multiple steps and branches involved and when a user is new to a topic. At a large public university, the IC trainers and supervisors found it was difficult to teach problem-solving skills. In the past, flow charts have been developed to help employees trouble-shoot IT problems. While a flow chart can provide the big picture of a process and major choices and steps, it is difficult to provide detailed information in a confined space. To address this issue, the presenters utilized an open-source tool named Twine, which was designed to make interactive and non-linear stories, to make interactive problem solving tools that allow detailed information, such as longer texts, images, and hyperlinks. In this session, the presenters will share some basic features of Twine and two example trouble-shooting tools that they created. They will also discuss the pros and cons of these tools.

Speakers
DH

Deyu Hu

Associate Director, Virginia Tech
Dr. Deyu Hu holds a Ph.D. in Instructional Design and Technology. She is now the Associate Director of Training and Research in IT Experience and Engagement at Virginia Tech.
avatar for Teresa Snavely

Teresa Snavely

Assistant Director of Training and Development, Virginia Tech
I have worked with the Division of IT for 12 years in various roles with IT Support.Several years ago, the Division of IT created a new department dedicated to Customer and employee experience and engagement; IT Experience & Engagement. I have the pleasure of being part of the unit... Read More →


Friday March 16, 2018 9:00am - 10:00am EDT
Madison

9:00am EDT

Software-Assisted A/V Project Management
[This session will be video Recorded] A demonstration and discussion about Old Dominion University's usage of D-Tools system integration software and how the system is used in all phases of the project from proposal, system design to completion. Discussion points will include project creation, product library, and mobile device usage.

Speakers
avatar for Dwayne Smith

Dwayne Smith

Assistant Director, Classroom and Learning Space Technologies, Old Dominion University
Dwayne Smith is the Senior Engineer for Classroom Central at Old Dominion University. I oversee the day to day activities of the Classroom Central group. I am responsible for design and integration of new technologies in the classroom environment throughout the University. I’m an... Read More →


Friday March 16, 2018 9:00am - 10:00am EDT
Holley V/VI

11:30am EDT

Classroom Technology Utilization Tracking
[This session will be video Recorded] Old Dominion University is working on ways to track technology usage in the classrooms. Join us while we talk about this project and demonstrate the approach we took to gather this information. We are now able to report on technology usage by course, faculty, and college. We plan to use this information to identify trends, assist with new construction requirements, and to identify high technology users to partner with.

Speakers
avatar for Viabhav  Dani

Viabhav Dani

Assistant Dir,Enterprise Database Architecture and Student Systems, Old Dominion University
avatar for Dwayne Smith

Dwayne Smith

Assistant Director, Classroom and Learning Space Technologies, Old Dominion University
Dwayne Smith is the Senior Engineer for Classroom Central at Old Dominion University. I oversee the day to day activities of the Classroom Central group. I am responsible for design and integration of new technologies in the classroom environment throughout the University. I’m an... Read More →


Friday March 16, 2018 11:30am - 12:30pm EDT
Holley IV