Transcript Slide 1

Northeastern University
• Location
– 67 Acres in heart of
downtown Boston
– Less than 1 mile from
Fenway Park
• Coop program is
largest in U.S & 2nd
largest in the world
• Coop since 1909
Northeastern University
• Total Enrollment
25,000
• On campus 7000
– 15195 Full Time
Undergraduate
– 2871 Freshmen
– 5254 Grad and Law
– 4454 SPCS
– 3500+ On Coop
Northeastern University ResNet
• Staff Size
– 3 Full Time Staff
• Manager, Floor Supervisor, Service Desk Analyst
– 1 Full Time Coop (or 2 part time grad students)
– 30 Part Time Students
• Student Employees
– Average 10 hours per week
– Average pay = $ 9.75 / hour
– Average years at school 2.25 years
ResNet Challenges
• New Service Offerings late 2006 to 2008
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Wireless throughout campus (not student rooms)
Cable Television
Hardware Replacement (Fee based)
Dell Warranty Service
Expanded hours & evening Coop appointments
Expanded Summer Conference Support
• Growth of on campus population
– 30% increase from 2008 to 2009
• Offer students more than just a job
Future Service Offerings
• Expanded ResNet facility
• Retail store front
• Customized training classes for students
• Instructional videos in ResNet store
Fiscal Year Case Load Comparison
Ju
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ay
M
Ap
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FY 06
FY 07
FY 08
Au
gu
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Se
pt
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be
r
O
cto
be
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No
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be
De
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ce
m
be
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Ja
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ar
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Fe
br
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ar
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Ju
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9000
8000
7000
6000
5000
4000
3000
2000
1000
0
Projected ResNet Workload
On Campus Student
Population
Total Customer
Volume
Cases Per Student
Per Year
FY 2006
6500
6150
0.9
FY 2007
6500
7450
1.1
FY 2008
(Estimated)
7000
9500
1.4
FY 2009
(Estimated)
8400
13440
1.6
ResNet Goals
• Increase staff size
– Larger pool of applicants
– Efficient initial screening to process large number of
applicants
• Expand scope and depth of training
– Completely revise training methods
• Maximize retention
– Offer more than just a job
Revamped Hiring Plan
• Partnership With Enrollment Management
– Letters issued to enrolled students in May
– 50 – 75 mile radius
– Goal is minimum 50 applicants for 8 to 12 jobs
– Requirement of 200 to 250 letters
• Brief, scored phone interview (40 questions)
• 15 first round interviews
• Special summer pay rate
Results of Pre Freshman Hiring
• Avoid training during the year if possible
• Summer help always available
• Group training improves learning curve
• Greatly improved service at move in
• Help guarantee 2-3 years service
Training Program - Overview
• Justification
• Logistics
• Key Concepts
Training Program - Justification
• Growing Need for Extensive Training
• High turnover due to Co-op Program
• Large Local Student Pool
• Separate from Help Desk/Call Center
• Full Preparation for Move-in Desired
• No Rushing!
Training Program - Logistics
• Breakdown of Topics
• Additional Training Tools
• Trainee Staffing Numbers
• Trainee Scheduling
• Trainer/Lecturer Scheduling
• Classroom/Lab space req’s
Training Program – Key Concepts
• Clarity
• Applicability
• Universality
Training Program - NEU Model
• 8-12 Trainees, main trainer, guest trainers
• 3 days a week for 4 weeks
• 27 Distinct “Modules”
– PowerPoint
– Word .doc
• 12 Break/fix components using VMWare images
• Utilize campus classrooms space and RRC space
Creating a Module from Scratch
• Review Policies/Procedures
• Outline
• PowerPoint
• Review
• Word Doc
Annual Module Review
• Review last year’s modules
• Collect and outline changes
• Changes.doc
• Update .ppt
• Review changes
• Update .doc
Annual Module Review - Final
• Conduct after all modules are updates
• Full review by 1-2 senior techs
• Time each module
• Repetition/redundancy check
• Formatting check
• “Drag” check
VMWare Image Creation
• Determine Service Needs
• Base Image
– Size limitations
– Updates/Service Packs
• Create break/fix scenarios
– Malware
– Corruption
– Settings/configuration
• Test for difficulty
• Hardware resources
Putting Together a Schedule
• Aim for themed days/weeks
• Pacing
• Mix It Up
– Team Building
– Break/Fix
– Building tours
– Different speakers/lecturers
The NEU RRC Training Program
Day 1 – Getting To Know You
• Paperwork, paperwork, paperwork
• Introductions
• Office Tour
• Expectations and Etiquette
• Team Building
Week 1 – Getting to Know NEU
• ResNet Etiquette and
Customer Service
• Appropriate Use
Policy
• Network Overview
• HuskyCable
• Remedy
• Front Desk Procedures
• Online Registration
• Pingers, Pinger Fixes,
and Blonders
• Port Checks
• Troubleshooting Prior
to Room Visits
Week 2 – Basics of Remediation
• Working with Student Machines
• Best Practices of Malware Removal
• Tools of the Trade
• Backup and Reformat Process
• The Unattended Project
• Finding Drivers
• Windows CLI and Robocopy
• “Midterm Exam”
Week 3 – Advanced Training, Pt. 1
• Anti-Virus Software Issues
• Advanced Troubleshooting and Repair
– Software section
– Hardware section
• Network Settings and Configurations
• Using Linux in the RRC
• Advanced Mac Training
Week 4 – Advanced Training, Pt. 2
• Advanced Vista Training
• Boot Camp, Parallels, and VMWare Fusion
• Network Stability and Security
• VMWare “Final Exam”
• Post-training Evaluations
General Notes on Giving Modules
• Expound and Explain
• Questions, questions, questions
• Individual vs. Group Attention
• Informal, but focused
• Go “off script” occasionally
Once Training is Over…
• Scheduling
• Shadowing
• Supervised Remediation
• Final Evaluations
• Standard 2-day “Boot Camp”
Training Wrap-up
• Strong In-class Bonds
• FTS-Tech Relationship
• Creates Opportunities to Lead and Grow
• Makes the Freshman Experience easier
• Make the Move-in Experience much easier
Boot Camp (2 Days)
• Objectives
– Meet new staff
– Team Building
– Organizational overview
– ResLife segment on residence hall etiquette
– Network overview
– Review of move in plan
RESNET EFFICIENCY METRIC
FY 06
FY 07
FY 08
THRU APRIL
CASES
6189
7493
8535
HOURS
10841
11443
10291
.57
.65
.83
CASES PER MAN
HOUR
Improving Retention
• Hiring method has extended average affiliation
• Added value to ResNet experience
– Periodic meetings with multiple goals
• ResNet business
• ResNet fun (prize drawings, contests)
• FREE FOOD
– Staff gatherings/activities
• Friday Night Gaming
• Résumé Assistance
Coop Opportunities
• Guest Speaker Program (once per semester
– Hiring Managers present to ResNet staff
– Win-Win goal
• Students learn about company products, culture, full
time and part time opportunities, desired background
• Company presents opportunities available and
demonstrates why students would want to work there
• Students have inside track and company has
multiple quality applicants to choose from
Guest Speakers
• NEU Security
• MIT Lincoln Labs (8 hires in 3 years)
• EMC Corporation
• FBI
• New England Patriots IT Dept. (Kraft Group)
• Enterasys Corporation
• Eliassen Group
Alumni Connection
• Goal is to foster alumni relationships
• Alumni Dinner
– Review Accomplishments
– Updates on last year’s ResNet grads
– Senior Management Attendance
– Alumni Speakers Return to talk of experiences
– Emphasis on Networking
Keys to Our Success
• Acceptance of ResNet capabilities by Senior
Management
• Gather detailed financial and operational data to
support your needs
• Actively Promote ResNet
THANK YOU!!
Northeastern University