NDLI: Sharing knowledge with peers: return on your investment

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Automating windows security: building a security CD

Looking outwards: extending services to departmental labs

"All in one" is the way to go...building a XP professional hardware independent image

Automation is a breeze with AutoIt

Conversing with customers

Oh no!: they want me to support students' computers...?

CARPE DIEM: seizing the day and reaping the benefit of student involvement in tools development

Network based home directories using OS X serv

The department apprentice program: providing support on a decentralized campus

Developing a synchronous web seminar application for online learning

Customer-facing communication

Developing an eLearning support model

Automation & delegation to reduce lab management workload

Going beyond the call of duty: the implementation and support of OMNI

Leveraging student owned laptops on campus: I can't connect to the network. can you help me?

The wireless tightrope: an economical, secure, and user friendly approach for the wireless campus

Building an IT help desk: from zero to hero

Combining audio/visual and computing support

Storm stories: surviving an upgrade to WebCT Vista

Casting nets in the waters of adaptive technology

An augmented campus design for context-aware service provision

The critical elements of patch management

Training: tackling the task of reeling them in

Printing in today's academic labs: not exactly what Gutenberg had in mind

A new collaborative software package: TeamSpace at Stanford University

Detecting intruders on a campus network: might the threat be coming from within?

NAS: the NAIST user authorization management system for network accesses in consideration of system administration volunteers

Developing a comprehensive communication strategy to meet the needs of various stakeholder groups

Students: heal thyself

Going from 0 to 60 in 20 years: transitioning a help desk into a multi-function support center

Using thin client technology to reduce complexity and cost

Imaging, security, configuration, and maintenance for the masses

Developing an e-learning System which enhances students' academic motivation

Stemming the tide: laptop support without a mandate

Mapping the changing technological landscape: The university of Washington's 2005 faculty and student surveys on educational technology

Creative action teams: innovative opportunities for team work

A case study: implementing novell identity management at Drew University

Sharing knowledge with peers: return on your investment

Manning the boat with a diverse (non-traditional) crew

The evolution of software distribution: where did we come from and where are we heading?

Creating a culture of technical caution: addressing the issues of security, privacy protection and the ethical use of technology

Universal imaging: revolutionizing desktop support

So many labs: so little time

Security in the residential network

From 0 - 60 in 4.2 seconds supporting the RESNET

TECH spyware raid: the PEA matrix

Diskless linux system with unionfs for an educational computer center

From soup to nuts the comprehensive IT help desk

Gauging adoptability: a case study of e-portfolio template development

THE fish! philosophy®: customer service from the fishbow.

Navigating the great learning barrier reef: active training ideas to make learning fun!

Pooling efforts to cast for better student employees

Is your resNet support boat sinking?: try outsourcing!

The water is wide: network security at Kenyon College, 1995-2005

LaTeX: when word fails you

Multiple solutions for digitizing equations for students

PubsOnline: open source bibliography database

No parking!: (and other library technology quandaries)

Open your eyes...speak your mind...help desk communicating

New customers, new challenges, new structure: realigning support to survive massive growth

Time To start charging for cleaning student computers?

Online and instructor-led technical training: a charge-back model that works!

Providing technology orientation for new faculty and staff

Scheduling student employees doesn't have to make you crazy

Supervising students in satellite locations: overlords need minions!

Implementation of IPv6 functions for a network user authentication system opengate

Tying benchmarks and metrics to evaluations and organizational performance: the role of facilitating activities

QUICK scheduler a time-saving tool for scheduling class sections

Customer service: help for the help desk

Internal and external communication and collaboration: building a strong help desk environment

Classroom technology: assisting faculty in finding weapons of mass instruction

From waterfall to rapid prototyping: supporting enterprise-wide adoption of the oncourse collaboration and learning (CL) environment at Indiana University

Schooling our consultants for a sea of residents

Desktop management: reeling in the great white whale

Higher quality for less: IT user surveys over the web

You can never be too thin: skinny-client technology

Content for one: developing a personal content management system

LabDisplay: bringing computer lab management into the new millennium

Designing a new employee orientation (NEO) system

If you build it, they will come: implementing a distributed desktop support program that works

Revision control practices applied to computer configurations

Doing more with less: departmental labs support

Computer lab management: serving our customers through communication

Volunteerism: a new idea for filling university information technology needs

IT open house: what it can do for your organization

We've come a long way, baby!: but where women and technology are concerned, have we really?

Baiting the hook: catching and keeping quality student employees through professional development and non-numeric incentives

Synergy in action: when information systems and library services collaborate to create successful client-centered computing labs

The I.T. circuit certificate: training for the future

Rensselaer's mobile computing program a whale of an idea!

Helping students help themselves: malware removal

PERTs: the support side solution to residential computing

Providing students 24/7 virtual access and hands-on training using vmware GSX server

NUBB: a network usage-based billing system

Reeling in new ideas for training student support consultants

Learning organization principles & project management

ResNet management: Wayne State University's experience supporting cisco clean access agent

Using a database-driven website to track sensitive data use

Projectors, laptops, and remotes, oh my!: taming the lions and tigers and bears of classroom technology-the UWF model

Advanced technologies studios

Digital video clips covering computer ethics in higher education

I.T.'s not your parents' library: no box required

Sharing knowledge with peers: return on your investment

Content Provider	ACM Digital Library
Author	Lassalle, Claire C. Lavergne, Guy J.
Abstract	Budget constraints are a major obstacle in every university computing organization. Management of these organizations persistently tries to maximize resources that are continuously being exhausted. Pennington Biomedical Research Center, part of the Louisiana State University System, realizes these constraints each year. While efficiency has led the way as a core part of Computing Service's mission, procedures were devised to tackle the limited resources dilemma. A knowledge transfer procedure was created and has proven to help aid efficiency efforts, while maximizing resources at the same time. Pennington Biomedical Computing Services Department has different ranges of expertise that are distributed among full-time analysts. These levels of expertise involve technologies such as Cisco, Windows Server, and Novell Netware. Since the full-time analysts are required to be a potential backup in expertise for one another, training plays a crucial role. As training funds are limited, a process to encompass training involving all levels of expertise was necessary. Knowledge transfers became a viable solution to maximize these training efforts. Knowledge transfers are the sharing of knowledge that involves a trained employee to play an instructor role in training the rest of the analysts. As training is conducted with one employee through outside training resources, that employee is required to transfer the new found knowledge to the rest of the staff in the form of an informal training presentation. How would you like to spend \$2,000 for a five-day training class for one full-time analyst and get a return on your investment of two, three, or possibly four times that amount? This paper will give details on how to stretch training dollars, get training for your employees, and still have the Help Desk staffed each day to meet end user needs.
Starting Page	171
Ending Page	174
Page Count	4
File Format	PDF
ISBN	1595932003
DOI	10.1145/1099435.1099473
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2005-11-06
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Economics Training Organization Return on investment Staffing Technology Communications Budget Management Knowledge Help desk
Content Type	Text
Resource Type	Article

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