Saturday, August 18, 2012

14 Pallets of Recyclables


On August 8th, 2012, Saint Mary's University Winona Campus had another successful recycling day.  This year, we gathered 14 pallets of computers, printers, and televisions.  The only negative incident was that of a microwave and battery backup unit (UPS) that were dropped off after hours.  As a result, it cost the University over $100 in fees. Please be vigilant in dropping off only items that are accepted by the program, ensuring that we can continue this free service to our SMU community.  ADDITION on 12-20-2012: The total scrap weight generated was 12,259 lbs.

Thursday, August 16, 2012

HelpDesk Ticket Results Summer 2012
June 1 - August 15, 2012

Total Tickets documented: 928
Approximately 200 more than the average summer quantity.
Tickets Closed on First Contact (CoFC): 693
CoFC percentage: 75%
iT and HelpDesk staff results:
Name/Location, Documented, CoFC, CoFC%
Anne Wagner (TA) 207, 123, 59%
Mike Montgomery (MPLS) 150, 121, 81%
Brian Behling (Winona) 109, 87, 80%
Tom Plante (TA) 99, 82, 83%
John Uhal (TA) 98, 62, 63%
Doug Waller (MPLS) 88,88, 100%
Online Ticket Submissions 74, 63, 85%
Amanda Frost (Winona) 40, 34, 85%
Camden Webster (TA) 36, 16, 45%
Heidi Johnson (Winona) 12, 9, 75%
Ryan Ballanger (Winona) 11, 7, 64%
Jeff Wieczorek (Winona) 2, 1, 50%
Ben Ludescher (Winona) 1, 0, 0
Lincoln Scully (MPLS) 1, 0 , 0

The above results are indicative of the iT staff or HelpDesk TA actually being the person documenting the ticket directly from the customer contact. This is not indicative of results for tickets assigned to staff that were resolved in a timely manner.
The Online Ticket Submissions are typically handled by the HelpDesk Manager.

Top 5 ticket types: Sync Password 437, Enable Active Directory 31, Feature Usage 29, Usage Question 24, and Equipment Pickup, Winona 22