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OIT Technology News: February 2013

OIT Newsletter

OIT Technology News: February 2013 - Page 6

Spotlight on the Help Desk Team

In this edition, we’ll introduce you to the members of the Help Desk Team.  This team, under the direction of Rachel Mulry, is responsible for addressing technical issues and problems for faculty, staff, students, alumni, parents and anyone who asks!  The team responds to over 16,500 phone calls, 13,000 tickets, thousands of walk up requests and thousands of remote support sessions each year!  They work closely with a team of student workers who help provide the walkup support, emergency classroom support response, and evening and weekend phone support.

The staff on the help desk possess a wide range of knowledge and skills. This allows them to answer a majority of the requests at the front line without escalating the issues to other departments.  They continue to add new services to their realm of support and are dedicated to continuously improve the level of support they provide.OIT Help Desk Staff 2013

Barb Dietz is the team lead for this group and began working at SMU in 2008.  She enjoys figuring out solutions to people's problems when they call.  She was born and raised in Pittsburgh, PA.  She and her husband have two daughters: Brittni (graduated from SMU in December 2012) and Kayla (graduating in May 2013).  If she could travel anywhere in the world she'd like to visit Graz, Austria.  Her favorite technology gadget is her iPad.

Janet Asberry joined the IT Help Desk in 2007.  She enjoys gettings to know the people at SMU and walking around the beautiful campus.  She would love to visit the Mediterranean someday.  Her favorite technology device is her smart phone because it is so powerful and convenient...if only they could improve the battery life!

Gina Benavides started working on the Help Desk as a student worker in June 2005. She accepted a full-time position on the Help Desk in 2007.  Her favorite part about working at SMU is getting to know the people.  She was born and raised in Dallas and would love to travel to Europe someday.  Her favorite application is Nike+!

Zach Peterson joined the Help Desk team in December 2012. He enjoys the beautiful campus and friendly people. He was born and raised in Valley View Texas and was previously employed with UNT.  He would love to visit Sapporo, Japan someday.  His favorite technology gadget is his Windows Phone with its fantastic user interface.

Lauren Nelson is one of the newest members of the Help Desk team. She's worked at SMU for the past 3 years with the Lyle IT Support team.  She enjoys the interaction with the SMU community and all the interesting things that she learns on a daily basis.  She was born and raised in Dallas but spent several years on the East Coast.  She loves to travel and experience different places and cultures. Her favorite technology device is the iPhone--especially the navigation feature.

(Pictured from Left to Right: Barb, Zach, Gina, Lauren, Janet)OIT


Annual IT Customer Satisfaction Survey

We will launch our annual IT Customer Satisfaction survey towards the end of March. Please be on the lookout for the survey invitation. Your feedback is extremely important to us. We appreciate your participation in helping us identify where we are successfully meeting your needs as well as those areas that need more attention.