This process is good for all students -- those who are picking up computers purchased through UVM as well as those bringing computers with them, including returning students who with computers that were online last year. It's a collaboration of Computing and Information Technology and Residential Life.

Technical Support Process Overview

Here's what everyone needs to know about what happens each day:

Friday and Saturday: computer pick-up, a.k.a. "distribution"	Over 500 new students will have ordered computers from Microcomputer Services. Please review the Microcomputer Services Back-to-School web site for system details. A few systems have been shipped to students' homes, but most will be distributed at the Gym and Kalkin, Friday and Saturday. When they arrive on Friday to move in, new students check in with Residential Life. Students getting new computers are directed to the pick-up site. On Friday, students living on Redstone and East campuses go with their families to the Gym. Students living on Main campus wait and go to Kalkin on Saturday. Students make their way through the pick-up line and get all their computers, printers, software, cables, and Geoff's two-page guide, " Setting up your new computer." "Setting up your new computer," along with pictograms and other material packed with their hardware, tells them how to get set up. CIT web pages provide getting started guidance for using UVM Internet applications: http://cit.uvm.edu/index.html?Page=ampdir=./webdoc If students (or, all too often, parents) have troubles, they should call the Help Line. Some with trouble will just come back to computer pick-up point should be directed to the " DISPATCH" DESK If the Help Line consultant can't help them fix it, a Footprints message goes to Doug at the Dispatch table, located at the distribution site. Doug sends a professional off to the student's room.
Friday through Sunday: Students moving in with new UVM computers, shipped home	A few students have had Microcomputer Services ship their new computers home, rather than picking them up once they arrive on campus. They should be ready to plug into the network and follow the "Setting up your new computer" guide -- but they may have troubles. Help Line consultants can probably walk them through the common situations, like switching from a modem to Ethernet. They might also pick up the instructions for UVM software installation (provided by Residential Technology) at residence hall main desks. During computer pick-up, we can help them when the Dispatch table gets a Footprints notification from the Help Line, same as computers just picked up -- as long as they're on the campus we're serving that day. We can help them at the Help Fairs.
Friday through Sunday: Students moving in with non-UVM computers	Some students will have new or hand-me-down computers of diverse brands. Students should pick up instructions for UVM software installation (provided by Residential Technology) at residence hall main desks. During move-in, Digital Junction will be on hand (along with other vendors selling lofts and mini-fridges) to sell and install Ethernet adapters. (The requirement is to have this done before coming to campus.) UVM Bookstore will be selling cables.
Sunday: Students moving in with UVM (and non-UVM) computers that were online last year	Returning students move in on Sunday. Students should be ready to switch settings to Ethernet and pick up where they left off in May. Instructions for UVM software installation (provided by Residential Technology at residence hall main desks) can help them renew their configurations and software. Help Line will be open special hours on Sunday.
Monday through Wednesday: Computer help fairs	These "fairs" are for all students -- with new or old UVM computers, other computers, or even Zoo account needs or various questions. Students sign in at a table in the designated res hall. Student and savior go to student room and work through problem.

Roles in Detail

Here is an excruciatingly detailed view of how it works from each participant's perspective.

Help Line Consultants	The Help Line is the center of our back-to-school computing support effort. Most students who need help will get everything they need from the Help Line consultants. Needs copies of all applicable documentation. First resource for students having trouble or questions. Planning for Fall Semester 2000 will have answers to common questions, at http://cit.uvm.edu/index.html?Page=&ampdir=./newstudent Ellen needs to hear from Help Line consultants about any new frequently asked questions or problems, so she can improve the Web site. Resolves most problems. Or directs students where to buy cables, get instructions, find Digital Junction, etc. Enters any unresolved problems into Footprints. During pick-up and help fairs: Send Footprints entry to dispatch desk. * We need to work out detail of how * (will HL consultant PTS it to Bess first?) Other times: Send Footprints entry to Dean. Encourage student to go to the Help Fair serving her campus, if applicable. During distribution tech support hours only, Help Line consultants should direct students with unresolved problems to go to dispatch desk, and will give them their Footprints ticket #.
Dispatch Desk	Doug Varney is coordinating the on-site link between technical support people and students with questions and problems. Operates during computer distribution and a little afterwards, as well as the three help fairs. Receives student walk-in help requests. Receives Footprints entries from Help Line. These students should show up in person at the dispatch desk. Keeps list of students needing help, with associated Footprints #. Prints Footprints entry for each student? Creates data sheet for each student. Dispatches technical support people -- regular ResTech and CIT staff, plus Satellite Consultants -- to help students, working from the list. Logs who helped whom. *But* hardware problems with just-picked-up systems: find Andy for speedy replacement. Anyone not served by closing time will remain in Footprints for help next week.
Technical Support People and Satellites	This group provides on-site help for individual students. Need to be ready to roll before official starting time. Dispatched by Dispatch desk. Log in and log out. Wear spiffy name tags, which Linda is producing. Mark each dispatch sheet with Done or Footprinted. Fill out data sheet for each student helped, for Footprints entry (if needed) and for later reporting and process improvement. Create Footprints entry for every unresolved problem. Check back in to dispatch desk by phone or in person after completing each room visit. Place tally mark next to their names at dispatch table (for load balancing) Need copies of documents (DJW to provide 10 copies of each): "Setting up your new computer" ResTech's instructions for non-UVM computers Log work in own notebook. Work up to 30 minutes per student; at that point may defer completion of work until next week (personal judgement).
Computer Distributors	Andy is coordinating the people handing out new computers, software, printers, and so on. Students and parents will ask you questions about the systems, software, getting help, getting accounts, ... and when's dinner.

Last revised: 16 August 2000
Questions? Send e-mail to dean.williams@uvm.edu
Author: Dean Williams
Computing and Information Technology, http://www.uvm.edu/cit/
Copyright 1999, 2000 The University of Vermont