Running head: TECHNOLOGY PROGRAM ADMINISTRATOR

Technology Program Administrator Practicum Scott M. Price Georgia Southern University Dr. Hodges

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Technology Program Administrator Technology Center Analysis Executive Summary This report was compiled to reflect on the services provided by the Information Technology Services (ITS) and the ITS Computer Lab (center) at Kennesaw State University and how successful they are in meeting its mission and goals. Their mission statement to provide support and guidance for technology solutions that empower the KSU community to realize the University mission utilizing the most effective and efficient means possible was utilized as a measure and a definition of the desired outcome for the center. The first section of this report is an extensive organizational chart that is demonstrative of the commitment of the University in maintaining high standards and to servicing their faculty, staff and student population. The second section details the several methods that were utilized for data collection, including interviews, observation and collecting existing documentation, either at the facility or online. The third section provides insight into the centers context and goals, including how and why the center is there and who benefits from its existence. The centers activities section describes what you would find in the center to provide the necessary learning and teaching environment. All of these previous sections are analyzed collectively in the evaluation section. Finally, there is a monthly report that can be used for highlighting the centers successes and accomplishments. Overall, the center is meeting the needs of its stakeholders. They offer hands-on training workshops and plethora of on-line training through their ComputerTrain program. Kennesaw State University faculty is using and integrating technology into their teaching. In addition to the main

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ITS Lab (center) their are multiple satellites labs for quick accessibility by the student population. My recommendation is to improve the ambiance of the center, and make it a more inviting environment. It did not compare to some of the other centers I have visited. They should look at updating the look and feel of the labs to promote a more collaborative environment.

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Organizational Chart

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Methods Several methods were used during the evaluation process. Interviews were done with two staff members. The first staff member interviewed was an Information Technology Support Professional at Kennesaw State University. He is the one of administrators of the central student help desk. The student help desk is responsible for helping students learn how to connect their personal computers to Wi-Fi. In addition, they troubleshoot viruses and spyware, and teach students how to fix slow computers. The second interview was with the Associate Director of Customer Support Services. She oversees all the computer labs, satellites, and the service desk. Other methods utilized were collecting data from the Information Technology Services website and brochures, as well as, observation. Center Context and Goals The Information Technology Services was established in 1993 at the current location in the Burruss Building at Kennesaw State University. The mission and vision of which the summative goal is to provide support and guidance for technology solutions in an effective and efficient means and to partner with the KSU community to investigate and harness the power of technology in a way that aligns with the Universitys mission. The stakeholders are the students, faculty and staff. According to the interview with the Associate Director of Customer Support Services, their goal is to have and provide resources to students and faculty to succeed in their courses and teaching. Key personnel are the system support professionals who support the individual colleges and faculty staff, as well as, the system support professionals and student assistants that provide training and assistance at the student help desk and computer labs. Future expansions are being

TECHNOLOGY PROGRAM ADMINISTRATOR geared toward virtual labs instead of additional physical space. Center Activities

The ITS Outreach & Distance Learning Technologies Team offers training at no charge to students, faculty and staff. They also offer face-to-face training, as well as online training through ComputerTrain. There are hands-on training workshops offered at the center for these applications and more: Microsoft Office Suite 2010, Dreamweaver 8, Files.kennesaw.edu (the students personal online storage space) and GeorgiaVIEW. Space is provided at the center to work in single space cubicles or to work in groups in conference rooms designed for multiple users. Faculty has access to reserved rooms they can utilize for teaching. The students have access to PC Windows-based computers, as well as iMacs. The center also provides the following services: faxing, scanning, copying and printing. Evaluation The ITS Computer Lab (center) is definitely accomplishing its mission and goals. The ITS as a whole offers extensive support and training to all stakeholders. My interview with both staff members demonstrated how they were fulfilling the training and instruction needs of all the stakeholders. During my interview with the Information Technology Support Professional, he talked extensively about helping students. In this semester he and his staff had already assisted and shown 400 students how to troubleshoot their personal computers. He also oversaw the cleaning and rebooting of all lab computers on campus to keep them running efficiently. The interview with the Associate Director of Customer Support Services revealed that the ITS department as a whole and the ITS Computer Lab (center) achieve their goals by being open seven day a week and offering 98 computer labs across campus for students and faculty to utilize. Open computer labs have an employee to assist with problems and questions. Closed computer

TECHNOLOGY PROGRAM ADMINISTRATOR labs can be reserved as needed. She stated that they have 1700 computers across campus. Given this information they are definitely providing technology services in a timely, efficient and effective fashion. The organizational chart demonstrates the depth of their staff and the commitment to providing support and guidance for technology solutions.

The resource center (ITS computer lab), from my observation, was constantly being used and accessed. All areas were being used at one time or other, but the large computer rooms seemed to be the ones used more often. The PCs and Macs were used with equal amount of user time. Faculty and staff can receive technology assistance on the first Friday of each month, and varied faculty and staff workshops are provided each month, as well as online tutorials. Specific workshops that facilitate student learning are continuously made available to all students. This demonstrates how the goal of providing resources to enable students and faculty to succeed in their courses and teaching is being met. It is hard to make a recommendation for a system that is providing so well for its stakeholders. All stakeholders have access, access is available seven days a week, distance learning has been accommodated, and staff is readily available for hands on learning. The only observation I made was that the main computer lab (center) was not as user friendly and inviting as the other University technology centers I visited. The other University centers had comfortable chairs and the collaborative spaces were more conducive to team activities. Attention had been given to color, workflow, space, and comfort. KSU would do well to follow this example, which would most likely increase the usage of the facility by students, faculty and staff. Monthly Report Do you know what Information Technology Services can do for you? If you are not sure about the

TECHNOLOGY PROGRAM ADMINISTRATOR answer to that question, then check out what we accomplished this semester:
Recorded over 27,000 logins last semester Free Student Workshops provided this semester: o o o o o o o o o o Excel 2010& 2011 Access 2010 PowerPoint 2010 & 20111 Word 2010 & 2011 Computer security Dreamweaver 8 Windows 7 The iPad PC Podcasting Prezi

Do not have time for a workshop? Then take these same courses listed above online at https://computertrain.kennesaw.edu You can have your Mac and Windows too with our ten iMacs that have Dual Boot capabilities Free Faculty Workshops provided this semester o o o o o o o o Camtasia Word for Mac iPad Podcasting on the Mac (garage band, graphics and video) Panopto for the PC and MAC Adobe Acrobat Professional X (creating interactive forms) Drupal for site editors Prezi

Come visit us today and tell us how we can better serve you. We are located in the Burruss

TECHNOLOGY PROGRAM ADMINISTRATOR Building on the fourth floor.

Appendix A

TECHNOLOGY PROGRAM ADMINISTRATOR Interview and responses: Information Technology Specialist 1. What is your job tittle? Information Technology Support Professional 2. What are you daily responsibilities?

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I manage computer labs, up to 125 computers. I supervise 12 to 15 student assistants that are responsible for teaching students how to troubleshoot their personal computers for software and hardware issues. I am also responsible for overseeing the rebooting and cleaning of all lab computers on campus. 3. Did you receive any training for this position and if so what kind? How long have you been in this position? I already had technical computer experience prior getting this position I had to undergo additional Managerial training prior to obtaining my current position. I have been in this position for 5 years. 4. Do you feel that you are serving the needs of your students? Yes, we have already helped 400 students this semester in troubleshooting and maintaining their personal computers. We also offer numerous online Workshops and face-to-face training for students and faculty. We are committed to servicing our students and faculties needs. All workshops are free.

Appendix B

TECHNOLOGY PROGRAM ADMINISTRATOR Interview and responses: Associate Director of Customer Support Services 1. What is your job title? The Associate Director of Customer Support Services 2. What is your job description, job responsibilities and the services offered by ITS? I oversee the technical support for all the individual colleges. In addition, I oversee the

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student help desk and the ITS Computer Lab. We have over 98 computer labs (including the Main ITS Computer Lab here) and 1700 computers across campus. Open labs always have an employee present to assist faculty and students. Closed labs can be reserved for educational purposes (faculty reserved). I am especially excited about our Dual Boot iMacs that we offer for students and faculty to utilize. 3. How long have you worked in ITS? I have been with ITS since its inception in 1993. I was a student assistant. 4. What problems do you find students and faculty require the most assistance with? Just follow directions 5. Is the organizational chart online correct and up to date? Yes, but we are under some transition now. Delete the position for IT assessments because my department absorbed this position. 6. What instructional technology tool would you want every teacher to know how to use? GeorgiaVIEW Vista. Students and faculty have difficulty using this course management system. 7. What do you see as the goals of the ITS Computer Lab (center) for students and faculty? To have and provide resources to succeed in their courses and teaching. 8. What is future plans for the Computer Lab (center)?

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Expansion into virtual labs that allows you to be at home and still be at school at the same time. We are not planning any physical expansion at this time.

Appendix C

TECHNOLOGY PROGRAM ADMINISTRATOR Observations: My observations were done by sitting in the lab and observing the students and faculty and how they utilized the services of the ITS Computer Lab (center). Checklist: Were all areas of the center being utilized? Were PCs and iMacs utilized equally? Was there adequate space for learning? Was staff attentive and available? Was staff knowledgeable? Was staff friendly? Yes No- PC were utilized more than iMac Yes Yes Yes Yes

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Was the atmosphere and design of the center inviting? No, it was plain and gray and seemed like an oversized classroom. It did not compare well with the other centers I visited.

Appendix D

TECHNOLOGY PROGRAM ADMINISTRATOR Existing documentation: Information Technology Services brochure This brochure gives a brief description of the types of services the ITS Computer Lab (center) provides. ITS Kennesaw State University website: http://its.kennesaw.edu/ First Friday program where faculty and staff can receive technical assistance ITS Workshops for Faculty and Staff ITS Spring 2012 Workshops for students

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