Mary Backus

Posts by Mary Backus

 
 
 

Middfiles Problem

Categories: Midd Blogosphere

We have been experiencing recurring issues with Middfiles since Monday, April 2nd. We are working with Microsoft to identify the source of the problem and fix it.

Changes at the Helpdesk

Categories: Midd Blogosphere

There have been some changes in the Helpdesk structure that I would like to make you aware of. First, after managing the Helpdesk for over two years, Jim Beauchemin is taking a break from management and stepping into a Senior Technology Specialist role. Jim will join the team of Nate Burt, Mack Roark, Brian Foley, Lisa Terrier and Chris Tangora (who will join LIS in January). Each of the Senior Technology Specialists takes a leadership role at the Helpdesk and shares the duties of working with users in Service Requests, or second tier support. This is the group that takes on the issues that cannot be resolved during the initial phone call, walk in visit or email. In addition, each has unique projects for which they are responsible. Jim has had a tremendous impact on our complex equipment inventory and distribution process, and he will continue to shepherd those important functions, as well as continuing as a system administrator for Heat. Jim will continue to bring leadership and his excellent process management skills to the Helpdesk.

I will be assuming the management of the Senior Technology Specialist group and Service Requests, in addition to my role as Area Director for User Services.

Joe Durante, who joined LIS last year, has been supervising the Student Consultants who work at the Helpdesk. I am delighted to announce that Joe has been promoted to Helpdesk Manager – Call Center and Walk-in. Joe will manage the staff who receive initial Helpdesk calls, emails and walk in visits and resolve as many as possible during that initial contact. Joe will also continue to lead and build our Student Consultant team. Joe brings strong management experience to the management team of User Services, and I am so happy to have him in that group.

We are currently recruiting applications for the open Senior Technology Specialist position recently vacated by Dennis Hadley, and so will continue to see the team grow and evolve.
Please join me in congratulating Jim and Joe on their new roles.

The Life Story of the Fish returns

Categories: Midd Blogosphere

The life story of the fish, Curtis, Brian. 1938 was checked out of the Warner Library on November 25th, 1964, and was returned to the Davis Family Library today. Must have been quite an upstream journey.

Google Apps Evaluation Summary: Support (Microsoft/Exchange perspective)

Categories: Midd Blogosphere

Support Evaluation – MS/Exchange perspective. Author: Jim Beauchemin
Microsoft Office 2010 Web Apps Support

Outline for “Other” Evaluation Presentation

Categories: Midd Blogosphere

Google Apps Evaluation Outline
Topic – Other Features/ Applications
Chris Norris – Exchange Presenter, Alex Chapin – Google Presenter, Mary Backus – Moderator
September 3, 2010, 11:00 – 12:00

Outline:
1. Real time Chat
2. Docs
3. Marketplace
4. Wave
5. Web site creation
6. Video and multimedia

Outline for Support Evaluation Presentation

Categories: Midd Blogosphere

Google Apps Evaluation – Support
Chris Norris – google presenter, Jim Beauchemin – exchange presenter, Mary Backus – moderator
August 31, 2010, 3:00 – 4:00 PM

Outline:
1. Live, “high touch” support – What will be different for LIS staff and community members when they ask for help?
2. Documentation – What will be different for community members and LIS staff when producing or accessing documentation?
3. Training – What will be different in how LIS delivers training and education, and in how community members learn to use services?
4. Crisis Management – What will be different when a community member needs immediate help to accomplish their work?
5. Administration – What opportunities exist for delegated administration for these two models?