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Sunday, October 1
 

6:30am PDT

Morning Walk
Come explore beatiful downtown Seattle with your fellow attendees

Sunday October 1, 2017 6:30am - 7:30am PDT
Motif Hotel Lobby 1415 5th Ave, Seattle WA 98101

9:00am PDT

Closed Board Meeting
Sunday October 1, 2017 9:00am - 5:30pm PDT
Blue Mouse 1415 5th Ave, Seattle WA 98101

12:00pm PDT

Registration Open
Sunday October 1, 2017 12:00pm - 6:00pm PDT
Pioneer 1415 5th Ave, Seattle WA 98101

1:00pm PDT

Be A Leader Who Inspires Others: Transforming Yourself Into The Leader You Are Meant To Be
Leaders must leverage practices that inspire, engage and empower others. Shifting from high-performing individual contributor to outstanding manager can be challenging. You are no longer only responsible for yourself; you are responsible for a team of individuals. The critical challenge for managers includes:

Learning how to intentionally shift between the different demands of leadership – from visionary, to administrative, to inspiring staff to want to do the work that the organization needs to be done and to carry it out independent of direct management oversight;
Problem solving with your colleagues to enable you to build a sense of community, collegiality and trust; and
Developing effective communication strategies for transparency, inclusivity, and conflict resolution within your department and across the wider organization.
This workshop will introduce you to techniques to successfully navigate this crucial shift. You will come to understand how your current position as manager differs from your position as individual contributor and how this difference requires a revised resilience as you embrace the various roles required of you to lead your department effectively. Understanding these different roles – ranging from the nuts and bolts administration of the department to creating and building buy-in for the vision of the department – will help you prioritize your work and translate immediately and directly into more effectively managing your day-to-day prioritization challenges.

The workshop will be organized into brief content segments followed by an interactive activity and discussion with peers, as well as the larger group. Participants will leave the workshop with a set of tools and assessments to help them become more effective managers and leaders.
Upon completion, participants will:

Better understand the transitions you experience as you shift from individual performer to manager and leader
Learn tools and techniques that will help you inspire, engage, and empower your staff
Gain insights into some of the core competencies, skills, and sensibilities required of you to be an effective leader

Speakers
avatar for Elizabeth Rugg

Elizabeth Rugg

IT Director, UNC Charlotte
I am the Assistant Vice Chancellor for Client Engagement at the University of North Carolina Charlotte. I have extensive service management experience overseeing service desks, desktop support, labs, instructional support and design, digital media production, technology acquisition... Read More →



Sunday October 1, 2017 1:00pm - 5:00pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

1:00pm PDT

IT Governance: A Hands-On Approach To Defining Policies And Process
We all talk about IT Governance but what is it and how is effective governance designed?

The value of information technology results in part from effective IT governance – the organization’s allocation of IT decision rights and accountability. As such, IT governance is a set of policies and associated processes that defines WHAT decisions must be made, WHO should make the decisions, and HOW the decisions will be made and monitored. In this workshop, we will discuss how Tulane University’s Technology Services led the effort to define an institutional IT governance policy and build a set of processes that support decision-making from request to budgetary approval.

You will learn how Tulane successfully employed a committee-driven approach to define the principles, policies, and processes for IT governance. Participants will also discover how to improve results by managing request intake and assessment, explore how IT governance helps align resources and business strategy, and see how Tulane developed a tool to facilitate moving requests through the evaluation and approval process as well as to give management insight into the institutional value and risk of requests.

Session participants will be challenged to think about how they might define the principles and policies for their institutions. Attendees will follow the same committee-driven steps used at Tulane. We will use a matrixed approach to identify the best archetype (monarchy, feudal, federal, duopoly, anarchy) to assign decision rights within the five key IT decisions of IT principles, IT architecture, IT infrastructure, business application needs, and IT investment.

Upon completion, participants will be able to:
1. Understand how IT governance helps align resources and business strategy
2. Think about how to define the institutional decision-making process for IT projects
3. Define a tool to facilitate the committee-based decision-making process

This workshop is designed for anyone who wants to learn about IT governance and how it can help the decision-making process at their institutions. This workshop is also designed for anyone who has been thinking about IT governance and wants to get something started! The hardest part of any journey is taking that first step. Let’s get you on your way!

Speakers
avatar for Tom Gerace

Tom Gerace

Director of Vendor Management, Tulane University
Tulane University



Sunday October 1, 2017 1:00pm - 5:00pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

1:00pm PDT

Understanding Your Customer Service Experience And Journey Mapping And Data Collection
Our customers have increasingly complex expectations regarding our service offerings and delivery. Is it enough to think in terms of customer service or do we need to have a richer understanding of their full customer experience? The customer’s experience is their physical and emotional perception of interactions with services, people, processes, and communication channels. In this seminar, we will start to map and understand your customer’s journey through and experience with your organization, while providing proven data-collection strategies to measure and optimize the overall customer experience.

No matter what your role within your IT organization, if you are interacting with customers, you will benefit from this session.

Upon completion, participants will

Understand the difference between customer service and customer experience
Begin to map the customer journey for your organization
Identify appropriate data-collection options for answering research questions or measuring progress toward organizational goals
We will give you a framework to take back to your organization so that you are not thinking about these experiences in isolation. We guarantee you won’t be bored during this seminar!


Sunday October 1, 2017 1:00pm - 5:00pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

5:15pm PDT

Volunteer Orientation & Training
Speakers
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.


Sunday October 1, 2017 5:15pm - 5:30pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

5:30pm PDT

First Timers Orientation
Sunday October 1, 2017 5:30pm - 6:00pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

6:00pm PDT

Welcome Reception & Coffee Mug Exchange
Wear your school colors, bring a mug to exchange and Connect | Discover

Sunday October 1, 2017 6:00pm - 7:00pm PDT
Emerald 1 1415 5th Ave, Seattle WA 98101

9:00pm PDT

Hospitality Suite
Join us for games, conversation and lots of laughs!

Sunday October 1, 2017 9:00pm - Monday October 2, 2017 12:00am PDT
Belltown 1415 5th Ave, Seattle WA 98101
 
Monday, October 2
 

6:30am PDT

Morning Walk
Come explore beatiful downtown Seattle with your fellow attendees

Monday October 2, 2017 6:30am - 7:30am PDT
Motif Hotel Lobby 1415 5th Ave, Seattle WA 98101

7:30am PDT

Registration Open
Monday October 2, 2017 7:30am - 5:00pm PDT
Pioneer 1415 5th Ave, Seattle WA 98101

8:00am PDT

Breakfast
"Begin the Conversation" where today's program topics will be explored

Monday October 2, 2017 8:00am - 9:00am PDT
Emerald 1 1415 5th Ave, Seattle WA 98101

9:00am PDT

Opening Plenary - 'Apocalypse Deferred: Wreaking Order In The Service Environment Through Effective Leadership'
Chris Ferguson will interview Marty Ringle and Lois Brooks regarding the challenges they face in their roles as CIOs, the ways they deal with those challenges, and the lessons they’ve learned from both their successes and their mistakes. This session will include questions from the audience.

Session Chair
avatar for Chris Ferguson

Chris Ferguson

Chris Ferguson retired from Pacific Lutheran University in 2012 as Associate Provost for Information & Technology Services, a merged organization of library, IT, and related services and operations. Prior to his 11 years with PLU, he held leadership positions at the University of... Read More →

Speakers
avatar for Lois Brooks

Lois Brooks

Vice Provost for Information Services & CIO, Oregon State University
Lois Brooks serves as Vice Provost for Information Services & CIO for Oregon State University. Prior to joining OSU in 2010, she was director of Academic Computing at Stanford University and Executive Director of the Sakai Foundation. She has been active in the higher education and... Read More →
avatar for Marty Ringle

Marty Ringle

CIO, Reed College
Marty Ringle is President of the NorthWest Academic Computing Consortium (www.nwacc.org) and Chief Information Officer at Reed College (www.reed.edu). During the past twenty-five years he has consulted on technology-related issues for more than a hundred and fifty colleges, universities... Read More →


Monday October 2, 2017 9:00am - 10:30am PDT
Seattle Ballrooms 1415 5th Ave, Seattle WA 98101

10:30am PDT

Networking Break & Exhibitor Hall
Take a break, and meet your fellow attendees and exhibitors. Food will be provided.

Monday October 2, 2017 10:30am - 11:00am PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

10:30am PDT

Exhibit Hall
Visit with our Exhibitors

Monday October 2, 2017 10:30am - 5:00pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

11:00am PDT

Automated Patch Management and Inventory Reporting - PDQ
Software for the lazy sysadmin. Trust us, that’s a good thing. At PDQ.com, we understand that those mundane, time consuming tasks like updating and patching Java, Chrome, Firefox and other applications still need to get done. You could wear out that expensive new pair of sneakers running from workstation to workstation manually doing updates, or you could simply automate the process and never have to worry about it again.

In the age of Malware, it has never been more important to keep your systems patched and up-to-date. We’ll show you how to find out what’s installed and what needs to be updated and patched on your machines. We’ll also demonstrate how to automate the process so you’ll never have to worry that your machines are out of compliance. We’ll discuss hardware and software reporting as well as PCI audits. So, whether you’re a lazy sysadmin or just obsessed with efficiency, PDQ Deploy & PDQ Inventory make it easier to keep your environment up-to-date and secure.

Session Chair
avatar for Chester Andrews

Chester Andrews

Director of Client Services, Oberlin College

Exhibitors
avatar for PDQ

PDQ

"So fast and easy, IT's already done"


Monday October 2, 2017 11:00am - 12:00pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

11:00am PDT

Building An In-House Leadership And Management Training Program
At a large public university in the U.S., managers within the Division of Information Technology (IT) were often promoted to managerial positions due to their excellence as individual contributors. Many of them, however, have not received any management education or training and are not prepared to take on supervisor roles. To support these managers to perform effectively and efficiently in their positions, an in-house leadership and management training program was established within the Division of IT. This in-house training program aims to meet the organization’s leadership and management needs by identifying and preparing capable individuals through planned professional development.
In this presentation, the presenter will introduce the organizational benefits of providing a leadership and management training program as well as factors that influence the decision of establishing an in-house training program versus using external vendors. Major program design processes used to create the in-house leadership and management training program, including determining the program purpose, conducting needs assessment, creating program goals and objectives, and establishing curriculum will be discussed. One training module will be demonstrated to show the various learning activities used in the hybrid training approach, which includes both online and face-to-face delivery. Feedback from a pilot study using one unit within the Division of IT will be shared. The presenter will also discuss plans for improvement and approaches for scaling-up the program to the whole Division of IT.

Speakers
DH

Deyu Hu

Associate Director, Virginia Tech
Dr. Deyu Hu holds a Ph.D. in Instructional Design and Technology. She is now the Associate Director of Training and Research in IT Experience and Engagement at Virginia Tech.


Monday October 2, 2017 11:00am - 12:00pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

11:00am PDT

Cord-Cutting On Campus: The Demise Of Cable Tv Service In The Residence Halls
It seems like not too long ago we were talking about adding cable television in the residence halls of our institutions. Now, so many years later, there has been a fundamental shift in the way that students consume video content, causing us to reevaluate cable tv as a service and as an expense. In this presentation, we will discuss how Tulane University evaluated student sentiment regarding university-provided cable tv service, solicited feedback on their video viewing behavior, and moved forward with the elimination of cable drops in the residence halls. We will discuss the steps that Tulane took to create a survey instrument, conduct focus groups, and distribute the results. And we will discuss how cable tv fees were retained and redirected to the campus network in support of the new paradigm in video consumption behavior. Attendees will be encouraged to discuss the changes that they see in cable tv usage and video consumption at their institutions and share their experiences in moving away from (or pondering the move from) cable tv service.

Session Chair
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.

Speakers
avatar for Tom Gerace

Tom Gerace

Director of Vendor Management, Tulane University
Tulane University



Monday October 2, 2017 11:00am - 12:00pm PDT
Belltown 1415 5th Ave, Seattle WA 98101

11:00am PDT

Creating, Implementing, And Maintaining Successful Classroom Design
In the course of 3 years, Library and Academic Technology at Washington College managed to create successful academic learning environments that benefit both teachers and learners. Our existing classroom audio/visual systems were old, convoluted and unreliable. Additionally, the furniture was designed for utility and cost efficiency, as opposed to student creativity and collaboration.

The Center for Teaching and Learning at WC funded a pilot updated classroom, designed with modern, reliable AV and student collaboration as the focus. This update included digital BYOD capabilities, updated projection equipment, and a simple to use control interface. We also removed the old tablet armchairs, and replaced them with Node Chairs. The room redesign was an overwhelming success.

LAT began implementing the new classroom technology standard campus wide. Classroom installations were completed during breaks in the academic year, as to not disrupt instruction. Performing most technology installations in-house helped keep labor costs to a minimum. Furniture updates in learning spaces is moving more slowly due to budget constraints and coordination difficulties with other campus departments.
Over 80% of the learning spaces on campus have been updated. Five spaces have received a furniture redesign with a focus on active learning.

Future updates and plans for this series of projects includes incorporating wireless presentation capabilities as well as working with the finance office to establish a replacement cycle for classroom furniture and technologies.

Session Chair
avatar for Eric Handler

Eric Handler

Academic Information Associate - Science Division, Macalester College
3D Printing, Science Computing

Speakers
JA

John Anderson

Director, Client Support, Washington College


Monday October 2, 2017 11:00am - 12:00pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

11:00am PDT

The Power Of Powershell – Examples Of How Powershell Scripts Can Supplement A Patch Management System To Solve Unusual Problems
Lehigh University currently utilizes the Flexera Corporate Software Inspector (CSI, formerly Secunia CSI) application to patch faculty/staff computers on campus. This system patches third-party applications on all currently supported Windows operating systems by piggy-backing on to Windows Server Update Services (WSUS). This presentation is not meant to focus on a particular patch management product or system, but instead show how such a system can be used to solve unusual problems when coupled with a powerful scripting language such as PowerShell.

This presentation will focus on specific scenarios that PowerShell solved when combined with our patch management system. Scenarios covered include an update to Firefox which disabled our ad-blocking extension, an issue of unknown origin which caused all of our Windows 7 systems to no longer activate utilizing our KMS (this included Microsoft Office products), a glitch in Windows 7 which caused garbage files to generate non-stop and completely fill end user hard drives, and our rather unusual implementation of Java. PowerShell saved us immeasurable time in resolving these issues across our entire campus. Taking PowerShell hand in hand with our patch management solution, we can resolve almost any issue campus-wide with the push of a button.

Session Chair
avatar for Timothy Foley

Timothy Foley

Chief Technology Officer, Lehigh University
Cycling, Racquetball, Indoor and outdoor rowingWork-related ERP in the Cloud, Data Analytics and Governance Efforts, Project Management and Service Desk IntegrationDistributed Computing and Library Support Models

Speakers
TP

Timothy Palumbo

Senior Computing Consultant, Lehigh University
Lehigh University


Monday October 2, 2017 11:00am - 12:00pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

12:00pm PDT

Lunch On Your Own
Grab a friend and grab some eats. See the registration desk for nearby restaurants

Monday October 2, 2017 12:00pm - 1:15pm PDT
TBA

1:15pm PDT

Don't Go It Alone: Dedicated Communications Expert Is Critical To A Successful IT Shop
A healthy relationship between an IT shop and the campus it serves is like any other, dependent upon effective, frequent and open communication. With it, you’re a partner in critical conversations at the highest levels, establishing credibility, shaping decisions and demonstrating value when resources are dwindling. Without it, you risk becoming an anonymous utility, just one of many bills to be paid. At West Virginia University, communication isn’t outsourced to the campus PR shop or delegated to a technical expert as one of 15 duties. It’s the primary responsibility of a member of the Information Technology Services senior leadership team, a proactive, practical, professional brand ambassador who helps improve visibility and rapport. In three years, ITS has developed: formal communication strategies for both planned and unplanned outages, including a DDos attack; an outage listserv for IT staff and campus VIPs; an emergency text messaging service with 200+ subscribers; a working partnership with University Relations; comprehensive strategic communication plans for campus on enterprise IT projects; regular IT updates to the campus; an extensive glossary of acronyms to ensure a common language; strong social media engagement; and compelling infographic messaging. But strong external communication requires internal communication, and at WVU, that meant culture change. Learn how a non-traditional team (a journalist, a graphic designer and a web developer) acquired IT expertise organically, and how they helped shape a workplace where frequent, fearless questioning is valued, and where outreach is engaging, personal and producing tangible results.

Session Chair
avatar for Becky Cowin

Becky Cowin

Washington University in St Louis

Speakers
avatar for Vicki Smith

Vicki Smith

Executive Director, Customer & Communication Services, West Virginia University
Ask me anything! My session focuses on the value, importance and challenges of communicating effectively, and the culture change that requires for some IT organizations. It's hard work, but so worth it! I am looking to learn from others about creating an incident management process... Read More →



Monday October 2, 2017 1:15pm - 2:15pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Enhancing The Performance Of Cross Functional Teams
Technology staff members in Higher Education tend to be multi-talented with a wide range of skills and personalities.  This is necessary in the University environment due to the diverse nature of the clientele who support the teaching, learning, and administrative process.  How do you provide Information technology support for such a wide range of clients? How do you support a diverse population?  What skills are needed to support administrative offices such as the President?  The discussion will focus on the development of cross functional teams and how to align IT staff skills to fit the needs of a University environment.

Session Chair
TW

Terris Wolff

Chief Technology Officer, USC Suzanne Dworak-Peck School of Social Work

Speakers
avatar for Gale Fritsche

Gale Fritsche

Manager, Computing Support Services, Lehigh University


Monday October 2, 2017 1:15pm - 2:15pm PDT
Belltown 1415 5th Ave, Seattle WA 98101

1:15pm PDT

How to discover and partner with the next Apple. Innovation in higher-ed.
Connected and streamlined, Ink products are the hub of the smart campus. The Ink Smart Station powered by HP + InkCloud offer an end-to-end, all-in-one, hardware and software solution allowing students to print documents and photos, scan, mail, fax, copy, and so much more. Started in 2014 by a Stanford student, the founder of Redbox, and the CEO of Zappos, Ink is obsessed with delivering exceptional experiences. Express yourself.

by Jonathan Manzi, CEO/cofounder, Ink
Anthony Marino, University of Illinois at Chicago, Associate Director, ACCC Client Service Solutions
Melissa Doernte, Service Desk Manager, Stanford University,Shundra White, Director, ITS Service Desk, University of Memphis(virtual attendee) Todd Jensen, IT Service Manager, University of Nebraska-Lincoln

Session Chair
avatar for Kristen Dietiker

Kristen Dietiker

Chief Information Officer, Menlo College

Exhibitors
avatar for Ink Cloud

Ink Cloud

Ink Cloud
Silicon Valley vets change the way students "do Kinkos" on campus


Monday October 2, 2017 1:15pm - 2:15pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Transitioning From Blackboard To Moodle Amidst Natural Disaster: Faculty And Students Perceptions
Higher educational institutions continuously look for ways to improve the quality of its eLearning capacity and adapt learning solutions suitable to the needs of the institution. During the 2016 Fall Semester, Southern University and A & M decided to transition from the Blackboard learning management system (LMS) to the Moodle learning management system (LMS). Typically such transition present a huge challenge for the University, Faculty and Students. Additionally, on August 2016, what CNN themed “the worst natural disaster, to strike the United States since Hurricane Sandy” [1], occurred in Louisiana during the transition. This led to massive disruptions in academic and economic activities in the state.
This paper examines the perceptions of both faculty and student on the transition from one LMS to another and also what impact if any the natural disaster had on the process. Faculty and students were surveyed to gain understanding of how they perceive the transitioning process and their perception of both LMS, their preferences and why. Furthermore, we identified issues peculiar to transitioning during a natural disaster. The results of this study can be used to anticipate issues that may be associated with transitioning from one LMS to the other and issues peculiar to transitioning amidst a natural disaster. It can also be used to identify areas for improvement.

Session Chair
avatar for Eric Handler

Eric Handler

Academic Information Associate - Science Division, Macalester College
3D Printing, Science Computing

Speakers

Monday October 2, 2017 1:15pm - 2:15pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Trying It Out With College Library: The Role Of Beta-Testing And The Pilot Process In Establishing Successful Services (Jeremiah Ray And Crague Cook)
UW-Madison's College Library is always on the lookout for new and interesting technologies in the hope of providing access to our patrons. In recent years, we have attempted to better define our beta-testing/piloting as a process of finding, testing, and implementing new solutions to gather usage data and user feedback. Once the pilot process is complete, we decide on the future path for solutions based on collected data.

With budget uncertainty and an ever-changing technology landscape, projects that are of interest are often hard to roll out in scale in a timely fashion. The pilot process allows for relatively small upfront investment to assess a technology's success in a given setting before full investment and rollout; it also allows for data collection and feedback that may lead to better solutions in future iterations and assistance in funding procurement and partnership formation.

Focusing on successes and pitfalls of the pilot process, we will use examples from recent memory to explain the framework we have developed and provide guidance to assist in the development of such frameworks for others.

Session Chair
avatar for Bob Haring-Smith

Bob Haring-Smith

Conference Chair, SIGUCCS

Speakers
avatar for Jay Ray

Jay Ray

Technology Operations Manager, University of Wisconsin - Madison
Jay Ray has spent his entire career in higher education technology across the non-profit sector, proprietary education, and public and private institutions, specifically focusing on help desk support and management, infrastructure design and implementation. In 2014, Jay took over... Read More →


Monday October 2, 2017 1:15pm - 2:15pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

2:30pm PDT

A Leadership Framework
Over the last year, Lewis & Clark’s Information Technology has implemented a new leadership framework based on a waterfall of vision, mission, objectives and measurable goals. The goals, are one of three pillars that constitute the work done by our division—Projects, Objectives and “Keeping the Lights On”. By having clear objectives developed by each team, expectations are are clearly expressed and negotiated at the beginning of each quarter and then graded at the end of each quarter.

Having this framework in place has allowed our team to better align our mission and objectives with those of the institution. It has also provided each group with focus, and allows the leadership team a better understanding of what each group was working on and illustrated where collaborations could be beneficial.

This paper will discuss the how this framework provides structure for the work we do in our department and describe the benefits and challenges in adhering to such a framework.

Session Chair
avatar for Becky Cowin

Becky Cowin

Washington University in St Louis

Speakers
avatar for Kelly Wainwright

Kelly Wainwright

Sr. Director of Client Engagement, Lewis & Clark College
Lewis & Clark College



Monday October 2, 2017 2:30pm - 3:30pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

2:30pm PDT

A Touchless Gestural System For Extended Information Access Within A Campus
In the last two decades, we have witnessed a growing spread of touchless interfaces, facilitated by higher performances of computational systems, as well as the increased availability of cheaper sensors and devices. Putting the focus on gestural input, several researchers and designers used Kinect-like devices to implement touchless gestural interfaces. The latter extends the possible deployments and usage of public interactive displays. For example, wall-sized displays may become interactive even if they are unreachable by touch. Moreover, billboard-sized displays may be placed in safe cases to avoid vandalisms, maintaining their interactivity. Finally, people with temporary or permanent physical impairment (e.g. wheelchaired users) may still comfortably interact with the display. Here we describe an information provision system allowing for touchless gestural interactions, along with a trial implementation within our University campus to test its effectiveness in a real setting. Our system is intended for being used by students, lecturers and staff members, providing a captivating way to access news, lectures information, videos and more. We also report the preliminary results of an ongoing study on the people's behavior, in order to provide space and display owners with some useful basic hints.

Session Chair
avatar for R Kevin Chapman

R Kevin Chapman

Technology Support Specialist, Carleton College
A Scotsman abroad, working in higher ed. IT at a small liberal arts college in southern Minnesota.Running the Helpdesk, running the students, running the labs, running around and fixing things. Seriously, there's an outrageous amount of running.

Speakers
avatar for Antonio Gentile

Antonio Gentile

Associate professor, University of Palermo
Faculty at UniPA and passionate entrepreneur at his second startup. Currently live in Boulder (CO) with his family. Ask me about University life in the south of Italy or starting your own company. Always there if you need a hand or advice.



Monday October 2, 2017 2:30pm - 3:30pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

2:30pm PDT

Identifying IT Core Competencies
How we as IT professionals approach and do our work is just as important as the technical knowledge we possess. Creating high performing teams that are knowledgeable, adaptable and align with institutional business objectives is the responsibility of every IT leader. By identifying behavioral core competencies, IT leaders can focus on critical capabilities rather than the large “universe” of behaviors that may be desired at any given time. By identifying these core competencies, IT leaders will develop a common language that can be used to assess individual and team performance for central IT and distributed IT organizations. During this session, we will discuss specific behavioral competencies, and identify desired core competencies for individual team members, managers/supervisors and executive leadership.

Session Chair
avatar for Kathy Fletcher

Kathy Fletcher

IT Application Specialist, West Virginia University
36+ yrs experience in Information Technology. Specialties: Qualtrics, eXplorance Blue, iClicker, Adobe Acrobat, Office 365

Speakers
avatar for Elizabeth Rugg

Elizabeth Rugg

IT Director, UNC Charlotte
I am the Assistant Vice Chancellor for Client Engagement at the University of North Carolina Charlotte. I have extensive service management experience overseeing service desks, desktop support, labs, instructional support and design, digital media production, technology acquisition... Read More →



Monday October 2, 2017 2:30pm - 3:30pm PDT
Belltown 1415 5th Ave, Seattle WA 98101

2:30pm PDT

Maintaining Effective Colllaboration: Supporting a Shared Library System
The Orbis Cascade Alliance is a consortium of 39 academic libraries across Oregon, Washington, and Idaho. In 2012, the Alliance completed an RFP for a shared integrated library system (SILS), moving to a single software platform/product. Migrating, implementing, and maintaining that system (Ex Libris' cloud-based products Alma and Primo) is done cooperatively by a very small central consortial staff who support faculty and staff at member libraries to do consortial work ranging from the routine to the complex, and with consortium-wide impacts ranging from minimal to significant.

This paper focuses on the tools and structures used by the consortium to train and professionally develop individuals who work at and are employed by member libraries, and who spend significant portions of their time doing the consortium's work. Successful approaches to relationship-building, accountability and recognition efforts, as well as specific organizational structures and collaboration tools are discussed.

Speakers
avatar for Ray Henry

Ray Henry

Program Manager, Resource Sharing & Fulfillment, Orbis Cascade Alliance



Monday October 2, 2017 2:30pm - 3:30pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

2:30pm PDT

The Help Center Of The New American University, It’s IT And Beyond
This presentation will be a behind the scenes look at Arizona State University’s Help Center, a university the embraces a one university approach for many campuses. The ASU Help Center is an IT Help Desk and beyond, providing tier 1 support for other foundational services such as financial aid, parking and others. This will be a look at a structure in evolution, services in development, implementing a customer-service focused culture, and processes to onboard new services and the metrics that tie it all together. At its core, this will be a look at how ASU is growing it’s 24 X 7 Help Center to be the front door to all major ASU services and to serve the Arizona community.

Session Chair
avatar for Timothy Foley

Timothy Foley

Chief Technology Officer, Lehigh University
Cycling, Racquetball, Indoor and outdoor rowingWork-related ERP in the Cloud, Data Analytics and Governance Efforts, Project Management and Service Desk IntegrationDistributed Computing and Library Support Models

Speakers

Monday October 2, 2017 2:30pm - 3:30pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

3:30pm PDT

Networking Break & Exhibitor Hall
Take a break, and meet your fellow attendees and exhibitors. Food will be provided.

Monday October 2, 2017 3:30pm - 4:00pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Augmented And Virtual Reality: Discovering Its Uses In Natural Science Classrooms And Beyond
Augmented and virtual reality continue to be trending topics in educational technology. The purpose of this paper is to demonstrate a workflow for creating augmented or virtual reality projects on a college campus. It will highlight an augmented reality sandbox project that was a collaboration between the Geology department, Science equipment technicians, and Technology Services and provide a roadmap for future work involving these emerging technologies at Whitman College. The sandbox utilizes a gaming pc, short throw projector, Kinect camera, and a virtual reality toolkit developed by Oliver Kreylos at UC Davis to overlay dynamic topographic data onto a sand surface. We will discuss how this technology is currently being used in our Introduction to Geology labs and Science Outreach and how virtual and augmented reality can enhance instruction in the natural sciences.

Session Chair
avatar for Miranda Carney-Morris

Miranda Carney-Morris

Director of Educational Technology, Lewis & Clark College - IT/Educational Technology

Speakers
avatar for Austun Ables

Austun Ables

Instructional and Learning Tech for Sciences, Whitman College



Monday October 2, 2017 4:00pm - 5:00pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Lightning Talks
Just Do It: 5 Tips to Defeat Procrastination - Laurie Fox

Devops: what is it & why should I care? - Shawn Plummer

Your job > just meetings and emails! - Jacob Morris

Where's the Remote?: Adventures in Telemeeting - Mo Nishiyama

Helpdesk Culture Appetizer: Small things that build Team Culture - Kendra Strode

Session Chair
EV

Eddie Vinyaratn

MIS Manager, Information Technology, USC Suzanne Dworak-Peck School of Social Work

Speakers
avatar for Jacob Morris

Jacob Morris

University of Washington
avatar for Mo Nishiyama

Mo Nishiyama

Technical Writer, Oregon Health & Science University
He/Him/His. Straight outta Portland (Oregon), Mo is passionate about promoting an inclusive workplace culture, adopting frameworks that are centered around empathy, and sneakily inserting the Oxford Comma in business documents (despite his institution's Style Guide which discourages... Read More →
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.



Monday October 2, 2017 4:00pm - 5:00pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Organizing IT For Service Delivery
Technology service delivery, which includes helpdesk, desk side, classroom, and audio visual support has traditionally been organized along technology skill sets. This promotes a support model requiring multiple individuals to resolve a single issue. As we attempted to improve our first call resolution rate, we deemed our organization by skill approach to be inefficient, especially in conference rooms, labs, and classrooms with a complex blend of computer and audio-visual equipment.

In the summer of 2016, we began to review how we can better organize and train our staff, with the goal of resolving every issue at the first visit. This visions became known as the Unified Support Model. A multi-step plan was developed including changes to the management structure combining desktop support and classroom support teams under the same management, cross training and job shadowing of desktop and AV technicians, and rotating all service management staff through the helpdesk. In addition, a rotation was set up providing access to tier II and III system and application support staff to assist with complex issues while the client services agent was on site. In order to provide better data to track improvements, our service management software was upgraded and new schemas developed with attention given to ensuring accurate measurement of First Call and First Touch Resolution. This session will detail how all of these efforts led to an improved experience for our students, faculty, and staff.

The session will begin with questions about the topic of service delivery that will get participants thinking about how their current organizational structure may be preventing them from reaching some of their service goals.

The session will end by asking participants to suggest a single change that might help them achieve unified support.

Session Chair
avatar for Brittany Balo

Brittany Balo

Technology Support Specialist, Kenyon College

Speakers
avatar for Jan Cooke

Jan Cooke

Client Services Manager, University of West Georgia
IT Client Services - Service Desk Manager - specializes in getting your people out of their comfort zones - cheerleader for the team! Find fun in the every day mundane and enjoy the work you do! We're helping to education the leaders of the future!


Monday October 2, 2017 4:00pm - 5:00pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Taking The Guesswork Out Of Lab Management
Managing labs and providing quality computing services to students requires frequent decision making. Lab managers must determine which applications they should purchase, which ones they should include in the image, and where hardware resources are best utilized by students. It is also important that students know about the availability of these resources. Collecting data and reporting with data is critical. Data-based decisions removes the guesswork from lab management.

Session Chair
EW

Elizabeth Wagnon

Training Project Leader, Texas A&M University

Speakers

Monday October 2, 2017 4:00pm - 5:00pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

5:00pm PDT

Continuing The Conversation
Join the day's presenters and our exhibitors for further conversation and in-depth discussions. Find a group to share dinner and conversation with.

Monday October 2, 2017 5:00pm - 6:15pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

6:15pm PDT

Mentor Dinner (Invite Only)
Past and current mentoring program participants are invited to this celebration dinner. Dinner will be at the Yard house 1 block from the hotel. Meet in the hotel lobby at 6:15 to walk together to the Restaurant.

Event is invite only. 

Monday October 2, 2017 6:15pm - 7:45pm PDT
Yard House 1501 4th Avenue Seattle, WA 98101

9:00pm PDT

Hospitality Suite
Join us for games, conversation and lots of laughs!

Monday October 2, 2017 9:00pm - Tuesday October 3, 2017 12:00am PDT
Belltown 1415 5th Ave, Seattle WA 98101
 
Tuesday, October 3
 

6:30am PDT

Morning Walk
Come explore beatiful downtown Seattle with your fellow attendees

Tuesday October 3, 2017 6:30am - 7:30am PDT
Motif Hotel Lobby 1415 5th Ave, Seattle WA 98101

7:30am PDT

Open Board Meeting
Speakers

Tuesday October 3, 2017 7:30am - 9:00am PDT
Emerald 2 1415 5th Ave, Seattle WA 98101

7:30am PDT

Registration Open
Tuesday October 3, 2017 7:30am - 5:00pm PDT
Pioneer 1415 5th Ave, Seattle WA 98101

8:00am PDT

Breakfast
"Begin the Conversation" where today's program topics will be explored

Tuesday October 3, 2017 8:00am - 9:00am PDT
Emerald 1 1415 5th Ave, Seattle WA 98101

8:00am PDT

Exhibit Hall
Visit with our Exhibitors

Tuesday October 3, 2017 8:00am - 5:00pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

9:00am PDT

Expanding Service Management in Higher Ed: Doing It Right

Customers and users have come to expect internal processes and functions to perform at the level and with the ease of the Google, Amazon, and Apple services they know from their experiences as consumers. Their customer experiences are all about speed and ease, and organizations of all types—including institutions of higher education—are moving to provide services at the same level. When services are offered in a uniform, simplified way, the overall customer experience is better. To deliver services in this way requires the right approach to processes and tools.

This session will provide useful advice on how to take service management across the campus. Based on HDI research, the session will cover:

  • Reasons for expanding service management outside IT

  • Frameworks and methodologies currently used in higher education

  • Must-have technologies for higher education support

  • How integrated tools and systems can help

  • How to provide better self-help

  • Why it’s important to get it right before you expand service management

Who should attend:
Senior managers and managers who are considering providing expanded service support across their organization.



Speakers
RA

Roy Atkinson

Roy Atkinson is one of the top influencers in the service and support industry. His blogs,presentations, research reports, white papers, keynotes, and webinars have gained him aninternational reputation. In his role as senior writer/analyst, he acts as HDI's in-house subjectmatter... Read More →

Exhibitors
avatar for HDI

HDI

HDI is a membership association for the technical service and support community that offers professional development through certification training, networking events, consulting services, and industry resources.


Tuesday October 3, 2017 9:00am - 10:00am PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

9:00am PDT

Jetstream: A Cloud System Enabling Learning In Higher Education Communities
Jetstream is the National Science Foundation’s (NSF) first production cloud for conducting general-purpose science and engineering research as well as an easy to use platform for education activities. Unlike many high-performance computing systems, Jetstream uses the interactive Atmosphere graphical user interface developed as part of the iPlant (now CyVerse) project. This interface provides for a lower barrier of entry for use by educators, students, practicing scientists, and engineers. A key part of the Jetstream’s mission is to extend the reach of the NSF’s eXtreme Digital (XD) program to a community of users who have not previously utilized NSF XD program resources, including those communities and institutions that traditionally lack significant cyberinfrastructure resources. One manner in which Jetstream facilitates this access is via virtual desktops facilitating use in education and research at small colleges and universities, including Historically Black Colleges and Universities (HBCUs), Minority Serving Institutions (MSIs), Tribal colleges, and higher education institutions in states designated by the NSF as eligible for funding via the Experimental Program to Stimulate Competitive Research (EPSCoR). Jetstream entered into full production in September 2016 and during the first six months it has supported more than a dozen educational efforts across the United States. Here, we discuss how educators at institutions of higher education have been using Jetstream in the classroom and at student-focused workshops. Specifically, we explore success stories, difficulties encountered, and everything in between. We will discuss plans for increasing the use of cloud-based systems in higher education. A primary goal in this paper is to spark discussions between educators and information technologists on how to improve using cloud resources in education.

Session Chair
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.

Speakers
avatar for Jeremy Fischer

Jeremy Fischer

Manager, Jetstream Cloud, Jetstream - Indiana University
Cloud computing for research and education!
DH

David Hancock

Indiana University
Indiana University
avatar for Craig A. Stewart

Craig A. Stewart

Indiana University
Indiana University
avatar for George Turner

George Turner

Chief Systems Architect, Indiana University



Tuesday October 3, 2017 9:00am - 10:00am PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

9:00am PDT

Scratching The Surface Of Windows Server 2016 And System Center Configuration Manager 2016
Lehigh University has set a goal to implement System Center Configuration Manager by the end of 2017. This project is being spearheaded by one of our Senior Computing Consultants who has been researching and trained in the Microsoft Virtualization stack. We will discuss our roadmaps, results from our proof-of-concept environments, and discussions in driving this project.

Speakers
avatar for Muhammed Naazer Ashraf

Muhammed Naazer Ashraf

Senior Computing Consultant & Instructor, Lehigh University
Naazer is a Senior IT Professional with over 15 years of experience in different domains in Higher Education. He is a consultant, engineering instructor, and all-round geek specializing in Operating System Deployment solutions (MDT/SCCM) and Engineering Support in a Research University... Read More →



Tuesday October 3, 2017 9:00am - 10:00am PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

9:00am PDT

The Student Levels Project
Employing students is critical to our success in offering service to our campus community. Students comprise the majority of our workforce at our Information Technology Service Desk and we rely on them greatly. However, we were faced with the problem of training our students in a consistent, effective manner with clear expectations and measurable outcomes. Our remedy is the Student Levels Project.

The Student Levels Project guides students to gain knowledge and develop the skills necessary to be successful at the IT Service Desk and to be able to take those same skills with them into the marketplace when they graduate. Through a tiered system, students complete training modules to earn badges. Each level is accompanied by a significant raise and clearly identifiable new skills.

This paper will discuss the development and implementation of the Student Levels Project and review the results a year into using the new system and its effect on our overall service.

Session Chair
avatar for R Kevin Chapman

R Kevin Chapman

Technology Support Specialist, Carleton College
A Scotsman abroad, working in higher ed. IT at a small liberal arts college in southern Minnesota.Running the Helpdesk, running the students, running the labs, running around and fixing things. Seriously, there's an outrageous amount of running.

Speakers
avatar for Steve McCurry

Steve McCurry

IT Service Desk Manager, Lewis & Clark College
avatar for Kelly Wainwright

Kelly Wainwright

Sr. Director of Client Engagement, Lewis & Clark College
Lewis & Clark College



Tuesday October 3, 2017 9:00am - 10:00am PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

10:00am PDT

Networking Break & Exhibitor Hall
Take a break, and meet your fellow attendees and exhibitors. Food will be provided.

Tuesday October 3, 2017 10:00am - 10:30am PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

10:30am PDT

General Session
General Session and Awards - Celebrate with SIGUCCS!

Tuesday October 3, 2017 10:30am - 11:45am PDT
Seattle Ballrooms 1415 5th Ave, Seattle WA 98101

12:00pm PDT

Lunch Provided
A plated lunch will be served

Tuesday October 3, 2017 12:00pm - 1:00pm PDT
Emerald 1 & 2 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Any App, Any Device, Anywhere, Anytime
Learn how to virtualize and deliver 100% of apps on demand and find out how you can free-up lab space, fix VDI, enable BYOD and make the student experience even more awesome!

Session Chair
avatar for Timothy Foley

Timothy Foley

Chief Technology Officer, Lehigh University
Cycling, Racquetball, Indoor and outdoor rowingWork-related ERP in the Cloud, Data Analytics and Governance Efforts, Project Management and Service Desk IntegrationDistributed Computing and Library Support Models

Speakers
Exhibitors
avatar for Software2

Software2

Software2
Software2 is the home of AppsAnywhere, the world's only dedicated university app store, used and loved by students, colleges and universities across the globe: Any app, any device, anywhere, anytime.


Tuesday October 3, 2017 1:15pm - 2:15pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Intentional Transparency - How To Develop One Service Catalog For All IT Services
UNC Charlotte recently embarked on a journey to develop a unified service catalog representing IT services provided by over twenty IT service providers from across campus. The goal was to increase transparency internally and externally, enabling the institution to identify redundant services.

Using the ECAR Service Catalog as a starting point, the team developed a common vocabulary and framework to identify and categorize services; defined a methodology for data collection, designed the user interface, conducted usability studies and developed a roadmap to maintain the service catalog for years to come. During this session, I will discuss the vision and strategic mandate, the general strategy and methodology as well as lessons learned so that this process can be adopted by other institutions.

Session Chair
avatar for Chester Andrews

Chester Andrews

Director of Client Services, Oberlin College

Speakers
avatar for Elizabeth Rugg

Elizabeth Rugg

IT Director, UNC Charlotte
I am the Assistant Vice Chancellor for Client Engagement at the University of North Carolina Charlotte. I have extensive service management experience overseeing service desks, desktop support, labs, instructional support and design, digital media production, technology acquisition... Read More →



Tuesday October 3, 2017 1:15pm - 2:15pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Leveraging The 24X7 Operations Center To Extend Help Desk Service Hours
The University of Washington is an global institution that is composed of three campuses, several hospitals, affiliate academic units around the world and a user base of more that 250,000 people. As a result, operations can never suspend regardless of time or day.

In 2014 IT help desk support was limited to standard business hours. The University of Washington's central IT department (UW-IT) saw a need for customers to have have access quality IT support whenever they need it: 24 hours a day, 7 days a week, 365 days a year. 24/7 operations are costly and outsourcing was not an option. The Computer Operations team was identified to have both availability and capacity to assist with expanding the hours of the help desk.

Opposing schedules, additional unrelated responsibilities, incongruent cultures, a brand new ticket tool and incorporation of the ITIL framework made the incorporation of these two teams difficult but well worth the effort.

By leveraging existing 24/7 operations staff, the University was able to extend the service desk hours to meet the needs of a global institution and an ever increasing complex catalog of services with high quality, high availability support.

Speakers
avatar for Terrie Schrudder

Terrie Schrudder

Enterprise Operations Manager, Univesity of Washington
Terrie is an Enterprise Operations Manager Computer Operations (COPS) unit in Customer Service & Support. COPS provides critical 24x7x365 monitoring and support for a variety of UW-IT infrastructure. Additionally, COPS provides full support for the UW-IT Help-Desk. Terrie has worked... Read More →
WS

William Stirling

Service Desk Manager, University or Washington



Tuesday October 3, 2017 1:15pm - 2:15pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

1:15pm PDT

You Know You Want To Read This - Communicating Effectively In Tech Support
As wonderful as technology can be, it is and will always be a tool that “attempts” to improve the quality of life for the human being. As we support technology we must never lose the perspective that we are, in every way, supporting people. Often, the most important work we do is not about technology at all!

So how does a technology support organization strategically--and effectively--communicate with its higher ed constituents in an environment where we are bombarded with an overabundance of information and distractions competing for our attention?

You listen. You empathize. You build trust. You establish a meaningful rapport. Most importantly--you get creative!

During my 16 years at Bucknell University we, like all technology support organizations in higher ed, have been purveyors of change. Some of our clients embrace it, some resist it. Most clients are in the middle, seeking to understand why the change is necessary and what it means to them.

I look forward to sharing what we are doing at Bucknell to not only communicate technology changes/initiatives within our campus community, but how we build solid relationships in the process. My hope is by sharing our “best practices” others will do so was well, and we will all be the better for it!

Session Chair
avatar for Sarah  Curtis

Sarah Curtis

Digital Media and Events Coordinator, Colgate University

Speakers
avatar for Rob Guissanie

Rob Guissanie

Senior Technology Support Specialist, Bucknell University



Tuesday October 3, 2017 1:15pm - 2:15pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

2:30pm PDT

Poster Session
Dessert is provided and there will be a "Major Award" (Thanks Software2!)

Tuesday October 3, 2017 2:30pm - 3:50pm PDT
Emerald 1 & 2 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Lightning Talks
Easy Like Sunday Morning: Plan Your Week Like a Ninja - Mo Nishiyama

What is IT Asset Management and Why Should You Care? - Dan Herrick

PaperCut For the Win - 3 Ws of PaperCut Implementation - Eddie Vinyaratn

Nobody Learns Without Getting It Wrong - R. Kevin Chapman

Off-Label User Acceptance Testing - Becky Cowin

Session Chair
Speakers
avatar for R Kevin Chapman

R Kevin Chapman

Technology Support Specialist, Carleton College
A Scotsman abroad, working in higher ed. IT at a small liberal arts college in southern Minnesota.Running the Helpdesk, running the students, running the labs, running around and fixing things. Seriously, there's an outrageous amount of running.
avatar for Becky Cowin

Becky Cowin

Washington University in St Louis
avatar for Dan Herrick

Dan Herrick

Device Lifecycle Program Manager, University of Colorado Boulder
Asset Management, Business Storytelling, Creative uses for legacy tech, Current and upcoming personal technology
avatar for Mo Nishiyama

Mo Nishiyama

Technical Writer, Oregon Health & Science University
He/Him/His. Straight outta Portland (Oregon), Mo is passionate about promoting an inclusive workplace culture, adopting frameworks that are centered around empathy, and sneakily inserting the Oxford Comma in business documents (despite his institution's Style Guide which discourages... Read More →
EV

Eddie Vinyaratn

MIS Manager, Information Technology, USC Suzanne Dworak-Peck School of Social Work



Tuesday October 3, 2017 4:00pm - 5:00pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Making A Help Desk Board Game
The terms “educational games” and “gamification” are used with increasing frequency as tools used to make learning engaging, but if you’ve played any recent educational games chances are good that you weren’t having fun or being educated meaningfully or effectively. In addition to making a successful game, which is challenging enough on its own, you must integrate learning into the project from the outset and ensure the core aspects of your game reinforce your learning outcomes.

When properly integrated educational games can make a world of difference in the level of engagement and comprehension in players. In this paper/presentation, I’ll explain core game design principles and provide a template spanning ideation to implementation for creating a game for training your student employees. I’ll also provide resources I’ve used in making my own educational board game and show how focusing on the mechanics of my game reinforces troubleshooting skills, communication, and teamwork with my student employees.

Link to the worksheet: https://docs.google.com/document/d/1fxteFj_jQTx3iVuems4gC6TDKLGjkX_BXX35HERcK8k/edit#

Session Chair
avatar for Eric Handler

Eric Handler

Academic Information Associate - Science Division, Macalester College
3D Printing, Science Computing

Speakers
avatar for Casey Babcock

Casey Babcock

HelpDesk Coodinator, SUNY Geneseo
Linkedin I am a web developer by training and a computer support professional by experience. Throughout my time as a technology support professional design has become passion and a strong force in my life and I am actively pursuing graphic and game design... Read More →


Tuesday October 3, 2017 4:00pm - 5:00pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Management Of Carrying Pc Terminals And Initialization Of User Directory By Shifts For Students
In Center for Information Science, Kyoto Institute of Technology, 90 laptop computers used in laboratory classes are managed by image of Windows 7. As a requirement of a laptop, in order to carry these, it is necessary to use it offline without connecting a wired LAN while in class. Further, Classes of different themes in three classrooms are continued at the same time. After that, classes are continued again by shifts for students. Therefore, Laptop users were created for each theme, and at the end of the theme the user directory was required to be initialized. These tasks are labor intensive because it is necessary to collect laptops and connect to the wired LAN. Moreover, since regular security updates are necessary, the maintenance schedule becomes very tight. Therefore, it is necessary to consider not only the image management system, but also the method of collecting laptops and timing of maintenance. In this paper, we describe the customization and management method of PC terminals management system implemented to satisfy these requirements. In addition, we describe verification of management method by Windows 10 image distribution assumed after replacement.

https://dl.acm.org/citation.cfm?id=3123478&CFID=991338775&CFTOKEN=46770947

Session Chair
avatar for Naomi Fujimura

Naomi Fujimura

Professor Emeritus, Kyushu University
I have been attending all SIGUCCS since 2006. ACM SIGUCCS Hall of Fame IPSJ Fellow

Speakers
HM

Hideo Masuda

Kyoto Institute of Technology
Kyoto Institute of Technology


Tuesday October 3, 2017 4:00pm - 5:00pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Ready, Set, Google!
This is the true story, of two teams, picked to launch a new communication & collaboration platform, work together, and have their lives taped (a few select moments, anyway). Find out what happens, when people stop using GroupWise, and start getting G Suite...The Real Google!

While members of the Muhlenberg College Infrastructure & Networking team toiled away migrating GroupWise to Google in mere months, Client Support Services and Instructional Technology & Digital Learning joined forces to educate and support the community during this large scale change.

This presentation walks through the highlights of developing a communication and training plan in record time with good old-fashioned teamwork, dedication, creativity and fun.

Highlights include:

Create a complete training schedule in one hour using 5 brains and whiteboard painted walls.

How to exploit the creativity of select team members (make that one) and BRAND, BRAND, BRAND!

Scripts? Overrated. You want authenticity? Plan, schedule and shoot promos in 30 minutes or less.

How do we get them to listen??? Ways to engage your community. Buttons and badges and prizes, oh my!

Retaining your audience post launch. The support never ends.

We do not recommend trying this at home without a sense of humor and a solid team.

Session Chair
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.

Speakers
avatar for Phedra Henninger

Phedra Henninger

Director of Client Support Services, Muhlenberg College
My team consists of Desktop Services, Faculty/Staff Support and the Student Help Desk. I've worked for Muhlenberg College since 2001 and began my current role as Director of Client Support Services in August 2016. I truly learn something new every day and look forward to lively discussions... Read More →


Tuesday October 3, 2017 4:00pm - 5:00pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

5:00pm PDT

Continuing The Conversation
Join the day's presenters and exhibitors for further conversation and in-depth discussions

Tuesday October 3, 2017 5:00pm - 6:15pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

7:30pm PDT

Awards Reception (Invite Only)
Tuesday October 3, 2017 7:30pm - 8:30pm PDT
TBA

9:00pm PDT

Hospitality Suite
Join us for games, conversation and lots of laughs!

Tuesday October 3, 2017 9:00pm - Wednesday October 4, 2017 12:00am PDT
Belltown 1415 5th Ave, Seattle WA 98101
 
Wednesday, October 4
 

6:30am PDT

Morning Walk
Come explore beatiful downtown Seattle with your fellow attendees

Wednesday October 4, 2017 6:30am - 7:30am PDT
Motif Hotel Lobby 1415 5th Ave, Seattle WA 98101

7:30am PDT

Registration Open
Wednesday October 4, 2017 7:30am - 4:00pm PDT
Pioneer 1415 5th Ave, Seattle WA 98101

8:00am PDT

Breakfast
"Begin the Conversation" where today's program topics will be explored

Wednesday October 4, 2017 8:00am - 9:00am PDT
Emerald 1 1415 5th Ave, Seattle WA 98101

8:00am PDT

Exhibit Hall
Visit with our Exhibitors

Wednesday October 4, 2017 8:00am - 4:00pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

9:00am PDT

Beyond VDI - Implementing Virtual Labs at Muhlenberg College

Most IT departments have virtual labs on their must-have lists or have at least considered it to solve new demand from a number of areas: online classes, reduced physical spaces and students who expect everything to be mobile.

Yet for most colleges, this goal has remained elusive due to high costs, complexity and lack of resources. Even those colleges who have implemented on-premises solutions are looking for cheaper, simpler cloud based solutions.

During this session, Allan Chen will discuss the Muhlenberg’s search for a solution and the initial rollout of a cloud based virtual lab by Apporto:

  • Needs and constraints
  • Discovery process
  • ROI
  • Pilot
  • Rollout

Antony Awaida will then discuss his vision for virtual labs. While a virtual lab’s main goal is to deliver a desktop or apps to end users an ideal virtual lab should also enable/deliver:

  • Online collaboration
  • Motivation to students
  • Analytics to faculty and IT

The session will conclude with a demo of the Apporto cloud service.


Session Chair
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.

Speakers
avatar for Allan Chen

Allan Chen

Chief Information Officer, Muhlenberg College
Muhlenberg College

Exhibitors

Wednesday October 4, 2017 9:00am - 10:00am PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

9:00am PDT

Giving More Effective Feedback
Have you ever wondered what exactly was “good” about the “good job” you received from your supervisor? Have you ever debated the best way to constructively critique an employee? Have you ever considered how to accurately evaluate your own work? Effective feedback is a must for creating team growth, personal development (in both ourselves and others) and furthering the mission of our organizations. Today let’s take the time to discuss and try best practices in both giving and receiving feedback. In this facilitated discussion, you’ll have the opportunity to learn and practice feedback techniques as well as learn the organizational value of feedback and reasoning behind what makes effective feedback. We will also take time to discuss and practice self-assessment and how to give ourselves open and honest feedback. Giving and receiving effective feedback are valuable skills for relationships both personal and professional; come work on honing your feedback skills to better those around you.

Session Chair
avatar for R Kevin Chapman

R Kevin Chapman

Technology Support Specialist, Carleton College
A Scotsman abroad, working in higher ed. IT at a small liberal arts college in southern Minnesota.Running the Helpdesk, running the students, running the labs, running around and fixing things. Seriously, there's an outrageous amount of running.

Speakers
avatar for Ella Tschopik

Ella Tschopik

Computer Lab Consultant, UW Madison School of Education


Wednesday October 4, 2017 9:00am - 10:00am PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

9:00am PDT

Increasing Security By Focusing On The End-Points
One of the most vulnerable parts of an IT infrastructure are the devices your end users use. University of North Carolina at Charlotte has focused on securing the end-points while at the same time reducing costs by leveraging built-in tools. We have changed our anti-virus software, deployed filevault and bitlocker to encrypt laptop hard drives, locked down printers, reviewed and changed our PCI methods, changed the way we deploy updates for Windows and Macs, and begun pushing Mac OS updates. We will discuss the organizational and technical changes we made to accomplish these goals along with the tips and tricks we learned along the way.

Session Chair
avatar for Timothy Foley

Timothy Foley

Chief Technology Officer, Lehigh University
Cycling, Racquetball, Indoor and outdoor rowingWork-related ERP in the Cloud, Data Analytics and Governance Efforts, Project Management and Service Desk IntegrationDistributed Computing and Library Support Models

Speakers
avatar for Elizabeth Rugg

Elizabeth Rugg

IT Director, UNC Charlotte
I am the Assistant Vice Chancellor for Client Engagement at the University of North Carolina Charlotte. I have extensive service management experience overseeing service desks, desktop support, labs, instructional support and design, digital media production, technology acquisition... Read More →



Wednesday October 4, 2017 9:00am - 10:00am PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

9:00am PDT

Title: Big IT projects and no staff - How to build and activate a campus community

Ever had a huge project assigned to your team or unit, but didn’t receive the staff or funding necessary to properly see it through? Have you ever dealt with a lack of trust between groups on campus? Are you facing a huge cultural shift with how IT functions at your college or university? Do you wish users could learn how to better help themselves?

The University of Minnesota Duluth was faced with those situations when it was tasked with transitioning the majority of its websites into Drupal, a content management system (CMS). Find out how we formed user and technical groups, built trust, harnessed technical expertise, addressed bug and feature requests, created training opportunities, developed documentation, provided viable channels for feedback, and successfully united a previously fragmented campus community to successfully get the job done – all with no additional staff or money.

Beyond sharing our own experiences, our goal during this hour is to facilitate discussion amongst SIGUCCS attendees on how similar concepts and techniques might be applied to underfunded project mandates at your educational institution.


Session Chair
avatar for Mo Nishiyama

Mo Nishiyama

Technical Writer, Oregon Health & Science University
He/Him/His. Straight outta Portland (Oregon), Mo is passionate about promoting an inclusive workplace culture, adopting frameworks that are centered around empathy, and sneakily inserting the Oxford Comma in business documents (despite his institution's Style Guide which discourages... Read More →

Speakers
avatar for Mandie Johnson

Mandie Johnson

User support and web development, University of Minnesota Duluth



Wednesday October 4, 2017 9:00am - 10:00am PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

10:00am PDT

Networking Break & Exhibitor Hall
Take a break, and meet your fellow attendees and exhibitors. Food will be provided.

Wednesday October 4, 2017 10:00am - 10:30am PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

10:30am PDT

Fostering Independence: Project Work For Student Techs
Helpdesk student training and management at Carleton has focused largely on providing specific training to develop competency in customer support and Carleton's technical infrastructure so that our student techs (CarlTechs) are prepared to answer calls and support clients. However there is always “bigger-picture” project work that can be done beyond basic ticketing and phone support. In recent years, leveraging student hours to help complete larger-scale projects at the helpdesk has become a useful tool for increasing CarlTechs’ competence and engagement in all aspects of helpdesk work. This paper outlines the structures used at Carleton to support our student technicians in this work and how those structures developed, using a few past projects as examples.

Google Drive Project Resources: http://bit.ly/CarletonStuProjects

Session Chair
avatar for Kathy Fletcher

Kathy Fletcher

IT Application Specialist, West Virginia University
36+ yrs experience in Information Technology. Specialties: Qualtrics, eXplorance Blue, iClicker, Adobe Acrobat, Office 365

Speakers
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.



Wednesday October 4, 2017 10:30am - 11:30am PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

10:30am PDT

Get Started At The Institution – The Collaboration And Technology To Deliver Web Resources To New Employees
Lehigh University Library and Technology Services (LTS) designed, tested, and launched Get Started, a Drupal based web page, to provide the computer, network, and library resources needed for new university employees. This presentation will cover the steps to develop and design collaboratively the page and its content with contributors from several LTS units. Get Started development in Drupal jQuery Accordion technology is vital to maintain design goals.

This presentation will focus on why Drupal jQuery Accordion was implemented as the best solution for the design needs of LTS and its benefits for further implementation. Included will be a demonstration from start to finish of topic selection, based on Qualtrics survey work, and other development and design processes. Improving the accessibility to core technological and library information for new employees is a vital and often overlooked function of IT, making the implementation and continuous enhancement of Get Started a valuable component of the Lehigh University LTS web interface.

Session Chair
EW

Elizabeth Wagnon

Training Project Leader, Texas A&M University

Speakers
avatar for Bill Bettermann

Bill Bettermann

Manager / Senior Computing Consultant, Lehigh University
avatar for Cristina Koorie

Cristina Koorie

Computing Consultant, Lehigh University


Wednesday October 4, 2017 10:30am - 11:30am PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

10:30am PDT

Monitoring Servers, With A Little Help From My Bots
What would users think if we failed to see the (servers’) down? Would users stand up and walk out on us? Let users use their devices and we’ll show them our work. And we’ll try not to stop users’ business. Oh I get by with a little help from my Bots, Mm I’m gonna high with a little help from my Bots.
ICT infrastructure managers of universities are always monitoring many servers and server rooms in their campus. Monitoring a server or a server room seems easy work from people who never have been working at an ICT administration department. However, we know, it is hard work. If we failed to find out trouble of the server or server room, and we could not cope with the trouble, users complain about it because they can’t do their business. It could also cause a serious trouble such as a fire in a building.
No one is perfect. So there are chances that an ICT infrastructure manager failed to find out trouble of the server or the server room. So managers are using various ways to reduce to fail to find out trouble.
As a way of monitoring servers or server rooms, we show a way of employing bots instead of employing people to monitor servers or server rooms.
A bot is a remote controlled computer or a remote controlled program. A bot is usually malicious program which is an element of a botnet. A botnet is used for doing malicious things such as spreading spam mails or doing DDoS Attacks. We have made bots and we are using bots for doing beneficial things such as monitoring a server instead of doing malicious things. Some bots of them are Raspberry PIs with the bot software. Some others of them are android smart phones with sensors and the bot software. These bots are controlled by commands and programs in Wiki pages of web servers. Managers can control bots in a LAN, which is protected from the outside by NAT routers, from the outside of the LAN, by writing commands and programs in Wiki pages of web servers which is located at the outside of the LAN or which can be accessed from the outside of the LAN.
When a server was connected to a campus LAN, which cannot be accessed from the Internet directly, it is impossible to monitor the server from the outside of the campus directly. However, the manager would like to monitor the server from outside of the campus when he is outside of the campus such as when he is in his home at night or when he is doing business trip. A bot can help the manager to monitor the server in such cases. A server room is usually isolated from outside and there is no one in the server room. A bot also can help manager to monitor the server room. There may be a server which is maintained by a third party company and the manager cannot install monitoring software into the server. A bot can help the manager to monitor the server in such cases.
We are monitoring a web server in our campus using a bot. This bot is tweeting whether the server is running or not periodically on the twitter. We are also monitoring a server room in our campus using another bot. This bot shows managers transition of the room temperature and transition of the room brightness. These bots are doing a good job.

Session Chair
TW

Terris Wolff

Chief Technology Officer, USC Suzanne Dworak-Peck School of Social Work

Speakers
avatar for Takashi Yamanoue

Takashi Yamanoue

Professor, Fukuyama University
Takashi was the chair of the SIGUCCS Tokyo Chapter in Japan and a professor at Fukuyama University. He has been active in the universities’ computing support since 1989. In the early days of his work, he supported users’ programming for mainframe computers by writing manuals and... Read More →



Wednesday October 4, 2017 10:30am - 11:30am PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

10:30am PDT

You’re Not The Boss Of Me: How To Entice Reluctant Faculty To Use A New LMS
During our implementation of Canvas, many faculty were eager to move to a new system and explore its capabilities. Enticing reluctant faculty to use Canvas required us to be more creative with how we offered training and support. Learn how we won over faculty who loved our old LMS, reassured faculty who hated our old LMS, and impressed faculty who never used an LMS before Canvas.

Session Chair
avatar for Becky Cowin

Becky Cowin

Washington University in St Louis

Speakers


Wednesday October 4, 2017 10:30am - 11:30am PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

11:45am PDT

Lunch On Your Own
Grab a friend and grab some eats. See the registration desk for nearby restaurants

Wednesday October 4, 2017 11:45am - 1:15pm PDT
TBA

1:15pm PDT

Client Driven Change Management: Migrating From In-House Zimbra To Microsoft 365
We describe a well-received e-mail and calendar migration project on a high-touch, change resistant campus after a board mandate to move e-mail to a hosted service. Our client-driven discovery process and an implementation and communication approach designed to maximize client success made a big change much more comfortable for the community. We also share our top lessons learned—what to repeat in future large-scale projects, what to do differently, and how we dealt with the unexpected.

Note: We are open to adapting our presentation to be part of a panel with other schools, or as a facilitated discussion about change management for major projects.

Session Chair
avatar for Bob Haring-Smith

Bob Haring-Smith

Conference Chair, SIGUCCS

Speakers
avatar for Melissa Cresswell

Melissa Cresswell

Director of Client Engagement and Planning, Bryn Mawr College


Wednesday October 4, 2017 1:15pm - 2:15pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Developing An Emerging Leaders Professional Development Program
At some point, organizations are faced with the issue of turnover at the leadership level, whether due to retirement or other job/career opportunities. This session will deal with the what it takes to develop and execute a professional development program for emerging leaders and how it fits into your staff succession planning. It will cover defining the program curriculum, identifying presenters/facilitators, selecting the cohort members, defining the goals and expected outcomes of the program as well as obtaining feedback from the cohort members. It will provide session participants with helpful suggestions, based on current knowledge in developing such a program as well as experience gained in the development and execution of the program at Arizona State University - University Technology Office. It will also include interactive workshop exercises that engage the audience in experiencing what new leaders have to deal with in three different situations.

Speakers
avatar for Patricia Schneider

Patricia Schneider

Arizona State University
Retired after 32 years at ASU. Now working part-time as a consultant to the University Technology Office - Customer Service & Support area.


Wednesday October 4, 2017 1:15pm - 2:15pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

1:15pm PDT

Is Imaging Down?: Developing And Supporting A Large Scale Laptop Checkout Program
The University of Wisconsin-Madison offers a free three-day laptop checkout service to students and staff. We have approximately 1000 laptops available for checkout from eighteen locations across campus which can be brought home free of charge making us one of the largest and most generous laptop lending programs in the country.

The laptops are dual-boot with both OS X and Windows installed along with a small amount of free and campus licensed software. Between checkouts, laptops must be reverted to a clean and consistent state, with all extraneous files, history, and personal information removed. These laptops are expected to have patched and reasonably up to date operating systems and software for security and compatibility reasons. With so many computers and moving parts, keeping the program running smoothly has at times proven difficult.

Maintaining this service presents a number of challenges. We require a system that allows staff with a variety of experience levels to expend minimal effort quickly and reliably cleaning, rebuilding, and updating two operating systems on up to 300 machines across campus every day. This paper gives a general overview of our laptop checkout program, discusses our current imaging workflow, and explores some of the decisions, challenges, and trade-offs that brought us to where we are today.


Wednesday October 4, 2017 1:15pm - 2:15pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

1:15pm PDT

What's Your Story: Creating A Narrative For Training
Getting participants, let alone instructional designers, excited and engaged about creating and facilitating training for faculty and staff is a challenge. Instead of leading with required number of training and looking at average attendance, start with a story. Humans are hardwired for stories. We all want to be the hero, or work alongside the hero of the story. This session will examine how to identify your training department's story, cultivate it, and ultimately make the story a shared narrative for everyone on the team or in the department. Based upon cognitive research, best practices, and experiential knowledge and skills, participants will leave equipped with methods and approaches to uniting and revitalizing their training program. These methods and approaches include gamification, extended narratives, and blended styles of training that help technology departments integrate their training teams seamlessly into the daily operations and functions of their larger organizations.

Session Chair
avatar for Becky Cowin

Becky Cowin

Washington University in St Louis

Speakers
avatar for Casey Davis

Casey Davis

Instructional Designer (IT), Arizona State University
Topics: Instructional Design, Transmedia Narratives, Gamification, Digital Citizenship and Civics, Curriculum/Content Development


Wednesday October 4, 2017 1:15pm - 2:15pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

2:30pm PDT

Building Tomorrow's Workspace - Reimagining Application And Desktop Delivery Strategies
There has been increasing pressure now more than ever to eliminate and replace physical computing spaces with virtual environments. We will discuss the pros and cons of each solution from our experience, and why we felt that a combination of physical and virtual environments provides the ultimate benefits in advancing our teaching, learning, and research missions. It is important to understand all the delivery mechanisms available today and picking the right tool for the right job. When do you virtualize, when do you opt for server-hosted, when do you throw in GPU-accelerated workstations, and when do you offload to a high-performance computing cluster. It is important to understand the tools available to us and then carefully research and test how they can be best applied to a given scenario. Participants should walk away with real-world knowledge, skills and best practices in delivering high-performing computing labs.

Session Chair
HM

Hideo Masuda

Kyoto Institute of Technology
Kyoto Institute of Technology

Speakers
avatar for Muhammed Naazer Ashraf

Muhammed Naazer Ashraf

Senior Computing Consultant & Instructor, Lehigh University
Naazer is a Senior IT Professional with over 15 years of experience in different domains in Higher Education. He is a consultant, engineering instructor, and all-round geek specializing in Operating System Deployment solutions (MDT/SCCM) and Engineering Support in a Research University... Read More →


Wednesday October 4, 2017 2:30pm - 3:30pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101

2:30pm PDT

Connecting Students To Life Beyond The Campus Walls - How I Developed A Training Program To Prepare Students For Work At School And In The 'Real World'
This paper will discuss the process in which I, with the help of student staff and others, developed a program that not only trained my student staff for the positions at Whitman College Technology Services but aided them in translating and turning that experience into life beyond the campus walls. The paper will discuss how we went from no formal training to developing an online multi-tiered training system in Canvas LMS. It will also discuss ways I have connected with others in my department and other departments on campus to create workshops for both resume creation and interview experience. Finally, the paper will discuss how the program was designed as a "working document" and will continue to change and develop to keep it from becoming stagnant.

Session Chair
avatar for Sarah  Curtis

Sarah Curtis

Digital Media and Events Coordinator, Colgate University

Speakers
avatar for Robert Fricke

Robert Fricke

Help Desk Manager, Whitman College
Help Desk, student training, student staffing



Wednesday October 4, 2017 2:30pm - 3:30pm PDT
Seattle 1 1415 5th Ave, Seattle WA 98101

2:30pm PDT

Lightning Talks
Determine action, affect change, and measure success using analytics - Robert Brennan

Onboarding New Faculty and Staff at the USC Suzanne Dworak-Peck School of Social Work - David Chang

The Roles We Play: How Dungeons & Dragons Helped Me Level Up In IT Support - Travis Freudenberg

3 times the evaluations, 3 times the fun! - Raylene Dufresne 

Session Chair
avatar for Mo Nishiyama

Mo Nishiyama

Technical Writer, Oregon Health & Science University
He/Him/His. Straight outta Portland (Oregon), Mo is passionate about promoting an inclusive workplace culture, adopting frameworks that are centered around empathy, and sneakily inserting the Oxford Comma in business documents (despite his institution's Style Guide which discourages... Read More →

Speakers
avatar for Robert Brennan

Robert Brennan

Teaching and Learning Specialist, TLS, University of Alberta, Augustana Campus
avatar for David Chang

David Chang

PC System Analyst, USC Suzanne Dworak-Peck School of Social Work
avatar for Raylene Dufresne

Raylene Dufresne

Director of User Services, The Catholic University of America
Service Desk PMO Management
avatar for Travis Freudenberg

Travis Freudenberg

Technology Support Specialist, Carleton College
Hardware repair, student mentoring, Right To Repair, electronics sustainability, music, beer.



Wednesday October 4, 2017 2:30pm - 3:30pm PDT
Emerald 3 1415 5th Ave, Seattle WA 98101

2:30pm PDT

Revive your Resume!
Thinking about taking the next step in your career? Need to update your resume? Or want some advice on how to make your current resume more effective? Get a CIO's insight on how to frame your skills and experiences in a way that puts your best foot forward and gets your resume noticed. Audience members will have the opportunity to share ideas and possible improvements using real examples from a range of roles and career levels. Anonymized examples will be available to discuss, but audience members can volunteer to share their resume for a group review and advice if interested.

Speakers
avatar for Kristen Dietiker

Kristen Dietiker

Chief Information Officer, Menlo College



Wednesday October 4, 2017 2:30pm - 3:30pm PDT
Seattle 3 1415 5th Ave, Seattle WA 98101

3:30pm PDT

Networking Break & Exhibitor Hall
Take a break, and meet your fellow attendees and exhibitors. Food will be provided.

Wednesday October 4, 2017 3:30pm - 4:00pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

4:00pm PDT

Closing Plenary - 'Because I Said I Would'
Amanda Messer believes that every individual has the strength to become a person of their word. In this session, Amanda shares her insights and actionable ways to become better at fulfilling commitments. She inspires others to become more accountable to their promises through compelling and real-life examples from the “because I said I would” movement.

Speakers
avatar for Amanda Messer

Amanda Messer

Co-Founder and CTO, Because I Said I Would
Amanda Messer is the Co-Founder and Chief Technology Officer at because I said I would, a social movement and nonprofit dedicated to the betterment of humanity through promises made and kept. At a young age Amanda learned the affect that promises broken have on relationships. Her... Read More →


Wednesday October 4, 2017 4:00pm - 5:15pm PDT
Seattle Ballrooms 1415 5th Ave, Seattle WA 98101

5:15pm PDT

Continuing The Conversation
Join the day's presenters and exhibitors for further conversation and in-depth discussions

Wednesday October 4, 2017 5:15pm - 6:15pm PDT
Seattle Foyer 1415 5th Ave, Seattle WA 98101

7:30pm PDT

Taste Of Seattle (On Your Own)
Join us in travelling to some of our fave stops in Seattle for a last night on the town!

Wednesday October 4, 2017 7:30pm - 9:30pm PDT
TBA

9:00pm PDT

Hospitality Suite
Join us for games, conversation and lots of laughs!

Wednesday October 4, 2017 9:00pm - Thursday October 5, 2017 12:00am PDT
Belltown 1415 5th Ave, Seattle WA 98101