ACM SIGUCCS 2003 Presentations

San Antonio, TX

Developing a Valuable Tool for IT Staff: Increasing Efficiency and Communication with an Intranet (pdf format)

Presented by Lisa Veloz, Technology Support Leader and Ryan LeBreton, Instructional Technologist

Our presentation explores the different sections of the website, the technology employed in developing the site and its various components. We will also discuss staff reactions, lessons learned and our thoughts on the overall success of the site.

BAM! Spicing up Tech Support at Bucknell - Road Less Traveled - A Staff Driven Work Redesign (ppt format)

Presented by Lisa Veloz, Technology Support Leader and Mary Ann Johansson, Technology Support Leader

In 2002 the technology support staff at Bucknell University set out on a staff-driven reorganization and work redesign. Ownership, trust, empowerment, collaboration, service, leadership at all levels of the organization, and creativity--this sums up our process and our outcomes. Join us to learn about this amazing adventure!

Supporting Paper (pdf format)

Technology Support Specialist Job Description (pdf format)

Theatre drawn by staff (jpg format)
Brainstorm results that include 80% problem resolution on first point of contact