Thursday, June 28, 2012

Tegrity playback and Firefox 13

If you are a user of the Mozilla Firefox web browser, and the browser has updated itself to FireFox version 13 Tegrity playback will no longer function.  Tegrity is working to resolve this issue, if you find recordings will not play on your computer in FireFox, please use Safari, Chrome or Internet Explorer.

Thursday, June 14, 2012

HelpDesk Year End Stats for 2011-2012

HelpDesk Stats for 2011-2012 Year
June 1, 2011 - May 31, 2012

Total tickets documented: 6727
Total Tickets CoFC*: 4116
Total CoFC %: 61.1%
HelpDesk CoFC Goal: 55%
* CoFC = Closed on First Contact
Percentage of staff achieving goal: 65%
30 out of 46 staff
HelpDesk TAs that achieved 55% goal for the year:
John Uhal 63%, Tom Thielen 67%, Mitch Lawler 66%, Pat Luke 58%, Tom Plante 78%, Jessica Rueber 65%, Libby Faffler 64%, Jamie Carreno 78%, Paul Thompson 59%, Melanie Krivachek 63%,  Chris Froelich 61%, Ryan Weis 72%, Amy Streit 65%, Bridget Ryan 67%, Scott Zengri 69%, Ashley House 72%, David Corpstein 71%, Jake Holzer 60%, Brandon Lovera 60%, Gary Welch 59%, Kallie Biermeier 61%, Chase Davidson 73%
SMU iT Staff that achieved 55% goal:
Brian Behling (Winona) 68%, Chad Colt (Mpls) 98%, Mike Montgomery (Mpls) 69%, Amanda Frost (Winona) 61%, Doug Waller (Mpls) 100%, Hiedi Johnson (Winona) 71%, Don Cisewski (Winona) 57%  Please note: staff are listed by total documented ticket volume, highest to lowest.

Interesting factoids about HelpDesk tickets:
Password issues of all varieties accounted for about 2600 tickets or 38.6% of total HelpDesk support tickets. The remaining top five ticket types were "Get Connected" 318 (5%), Equipment Pickup 274 (4%), and Computer PC 202 (3%)
Busiest Day of the Week
Tuesday (1431) and Monday (1421) at 21% of the total each day. least busy day Sunday at 3.7%
Busiest Hours of the Day
3:00 - 3:59 p.m. 10.2% (685)
1:00 - 1:59 p.m.10.0% (671)
2:00 - 2:59 p.m. 9.23% (621)
9:00 - 9:59 a.m. 9.22% (620) 
The Most Frequent Types of HelpDesk Contact
In-person phone call: 50% (3375)
Email: 20% (1324)
Walk-Up to Winona HelpDesk: 19% (1245)
Online Submission: 5% (358)
Documented Tickets by Campus
MPLS Campus-based customers: 3001
Winona Campus-based customers: 3726




Thursday, June 7, 2012

Guests using SMU Wifi

As activities, events, and happenings ramp up, please remember that the SMU WiFi is not available for public use. If you are having or plan to have a guest or group on-campus and want them to have WiFi via the SMU network, please review the following information:  Guest access to SMU WiFi

Winona Campus Workstudy Positions Open!

We are currently looking for student workers for the 2012-2013 academic year.  You do not need to have any technology experience to apply as we run periodic trainings throughout the school year. This is a great resume builder and has helped many alumni of Saint Mary's University get their first jobs after graduation.

Click here to apply!