Скачать презентацию 30 K TUITION WHAT DOES IT BUY FROM
9a70366f2dfbbbfd097c03c558f4772b.ppt
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Скачать презентацию 30 K TUITION WHAT DOES IT BUY FROM
Скачать презентацию 30 K TUITION WHAT DOES IT BUY FROM
$30 K TUITION: WHAT DOES IT BUY FROM IT? @ RICE, A LOT! Niki Serakiotou 11/6/2009
OVERVIEW OF THIS TALK • The student’s story • The IT student worker’s story • How we do it: üProcesses üMoney üTools (and what you can take home!)
THE STUDENT’S STORY
THE STUDENT’S STORY Move-in day: unpack, connect ! How to connect • How to print • How to get help • 1000 freshmen • 2000 copies • ! lp kiosks He Self-help CD! Look for the gift in the giveaways!
THE STUDENT’S STORY
THE STUDENT’S STORY eek O-w dule che s Tue Sun Get oriented! Wed Thu Mon IT here! is Be ready to register and start class! Fri
THE STUDENT’S STORY Look for the gift in the giveaways!
THE STUDENT’S STORY All the software you need for class… …and courseware too!
THE STUDENT’S STORY Where to keep all your *really* important stuff? 1 GB storage (a “Home drive”) • mountable from anywhere • Automounted on lab computers • Your own website? • Just add content under your “home” drive Clubs, collaborations, wikis, blogs? • • 20 G for Student Activities site Make your own blog Make your own wiki Subversion for code versioning
THE STUDENT’S STORY What if you run into computer trouble?
THE STUDENT’S STORY @ the Help Desk Monday – Friday 9 am-5 pm • Reset passwords • Connect to Rice network • Travel and connect to Rice • Use Rice printers • Use Rice file storage • Use Courseware • Diagnose problems • Disinfection • Reload your operating system • Save and restore data after reload @ Kiosks Sunday –Thursday 8 pm-midnight • Reset passwords • Connect to network • Use Rice printers • Use Rice storage • Use Courseware • Diagnose problems Help online http: //helpdesk. rice. edu Email helpdesk@rice. edu
THE STUDENT WORKER’S STORY
THE IT STUDENT WORKER’S STORY Get hired! ü Fall or Spring probation period ü Interview ü Test Get trained! ü Shadow training ü Lunch sessions ü Oweek 2 -day refresher Look for the gift in the giveaways!
THE IT STUDENT WORKER’S STORY Multitask: @ the Call Center ü Answer Phones ü Tier 1 Phone Support ü Escalate phone and online requests ü Maintain Documentation ü Test new tools, work on projects Look for the gift in the giveaways!
THE IT STUDENT WORKER’S STORY Multitask: @ the Repair Shop ü Greet customers ü Tier 1 Support of Walk-ins ü Help with SW apps and printing in Lab ü Diagnose laptop problems ü Disinfect, backup, restore OS üKeep laptop line moving! Look for the gift in the giveaways!
THE IT STUDENT WORKER’S STORY Multitask: @ the Kiosks ü Help with SW apps and printing in Lab üDiagnose ü Liaison to College government
THE IT STUDENT WORKER’S STORY Orientation week: ü Help with Move-in (create positive P. R. vibes for IT) ü Secure wireless (laptops, wiis etc) ü Registration ü Conduct 10 -15 min IT presentations ü New Faculty and Staff setup issues at the Help Desk
THE IT STUDENT WORKER’S STORY A career path? ü References ü IT track Former Student workers, Now Chevron IT staff! Eric Tournier placements Nik M aure ira
HOW WE DO IT
HOW WE DO IT Money (for student support, yearly) Human resources SW , HW, and tools Student Labs $125, 000 Lab Software $136, 000 SAKAI (Courseware) $35, 000 Printers Cost recovery Apps (Incident Mgmt) Open source Apps (Shift Mgmt) $300 Marketing $2, 000 Repair Shop equipment $1, 200 Student Workers 25 -30 $135, 000 students Student training and Oweek presence $5, 000 Help Desk Staff 1. 5 FTE $80, 000 System Administrators 2 FTEs $120, 000
HOW WE DO IT Processes – Managing student workers • Hiring üFall or Spring probation ü Interview, Test • Training ü Shadow training ü Lunch meetings ü O-week early move-in • Evaluations ü Compensation ü Bonuses (e-gifts) Look for the gift in the giveaways! …and food, always!
HOW WE DO IT Processes – Managing Student workers
HOW WE DO IT Processes: Managing Shifts
HOW WE DO IT Processes: Managing Documentation Look for the gift in the giveaways!
HOW WE DO IT Processes: Managing the Shop ü Diagnose üDrop-off form ü Tickets, queues ü Media ü Tools Look for the gift in the giveaways!
HOW WE DO IT Tools: Incident Mgmt and Dashboards Look for the gift in the giveaways!
HOW WE DO IT Tools: Buckets & Screwdrivers ü Drobos ü Robocopy and Rstudio ü …and food, always!
WHAT YOU CAN TAKE WITH YOU! Look for the gift in the giveaways! • Orientation CD • Giveaways
$30 K TUITION: WHAT DOES IT BUY FROM IT? @ RICE, A LOT! • What did you think about this session? • Your input is important to us! • Click on “Evaluate This Session” on the conference program page.
Скачать презентацию 30 K TUITION WHAT DOES IT BUY FROM
9a70366f2dfbbbfd097c03c558f4772b.ppt