7:30am - 9:00am  Registration and Coffee

9:00am - 10:00am    Virtual Cloud Computing – VMware Horizon
Speaker:  Jeff Loiselle, Bridgewater State University

Mobile strategies often disconnect users from network resources and applications or provide an incomplete computing experience.  Come learn how to reconnect your students, faculty, and staff to the enterprise without cumbersome VPN solutions or expensive virtualization hardware.  We will focus on our Chromebook loaner program for faculty as well as our remote PC lab access using VMware’s Horizon cloud computing solution.

10:00am - 11:00am  Help Desk: More than Meets the Eye
Speaker:  William Murphy, Quinnipiac University

A lot of Higher Education Institutions utilize a student workforce to supplement fulltime staff at their Help / Service Desks.  Sometimes these students are studying to be Computer Scientists or Software Engineers but sometimes these students are going into fields completely unrelated to Technology or Support.  So, what drives these types of students to the job and what keeps them there?  Furthermore, what can we do to provide experiences that transcend technology and/or support and give the student employees skills and experiences that will assist them in their post-college careers?

This presentation will have testimonials videos from former student employees who may or may not have gone into careers in technology support after college.  They will share their stories and then there will be time for Q&A at the end of the presentation.

11:00am - 12:00pm   Service Desk Success Stories
Speaker:  Matthew Maderos, Associate Director of Client Services, Boston University
Matthew will showcase our current support model and how we handle a call center that gets over 9,500 tickets a year. Hear about some of the tricks we do to maintain a high level of customer satisfaction. Matthew will showcase some metrics as well as highlight some programs that have been successful. The hope is that one of tips or tricks we do can be used in your department.

12:00pm - 1:00pm   Lunch

1:00pm  - 3:00pm  Sharing of Tips and Tricks Across Colleges and Universities

3:00pm  End