Northeastern University

• Location– 67 Acres in heart of

downtown Boston– Less than 1 mile

from Fenway Park

• Coop program is largest in U.S & 2nd largest in the world

• Coop since 1909

Northeastern University

• Total Enrollment 25,000

• On campus 7000

– 15195 Full Time Undergraduate

– 2871 Freshmen– 5254 Grad and Law– 4454 SPCS– 3500+ On Coop

Northeastern University ResNet

• Staff Size– 3 Full Time Staff

• Manager, Floor Supervisor, Service Desk Analyst– 1 Full Time Coop (or 2 part time grad students)– 30 Part Time Students

• Student Employees– Average 10 hours per week– Average pay = $ 9.75 / hour– Average years at school 2.25 years

ResNet Challenges

• New Service Offerings late 2006 to 2008– Wireless throughout campus (not student rooms)– Cable Television– Hardware Replacement (Fee based)– Dell Warranty Service– Expanded hours & evening Coop appointments – Expanded Summer Conference Support

• Growth of on campus population– 30% increase from 2008 to 2009

• Offer students more than just a job

Future Service Offerings

• Expanded ResNet facility

• Retail store front

• Customized training classes for students

• Instructional videos in ResNet store

Fiscal Year Case Load Comparison

0100020003000400050006000700080009000

FY 06

FY 07

FY 08

Projected ResNet Workload

On Campus Student Population

Total Customer Volume

Cases Per Student Per Year

FY 2006 6500 6150 0.9

FY 2007 6500 7450 1.1

FY 2008(Estimated) 7000 9500 1.4

FY 2009 (Estimated) 8400 13440 1.6

ResNet Goals

• Increase staff size– Larger pool of applicants– Efficient initial screening to process large number

of applicants

• Expand scope and depth of training– Completely revise training methods

• Maximize retention– Offer more than just a job

Revamped Hiring Plan

• Partnership With Enrollment Management– Letters issued to enrolled students in May– 50 – 75 mile radius– Goal is minimum 50 applicants for 8 to 12 jobs– Requirement of 200 to 250 letters

• Brief, scored phone interview (40 questions)

• 15 first round interviews

• Special summer pay rate

Results of Pre Freshman Hiring

• Avoid training during the year if possible

• Summer help always available

• Group training improves learning curve

• Greatly improved service at move in

• Help guarantee 2-3 years service

Training Program - Overview

• Justification

• Logistics

• Key Concepts

Training Program - Justification

• Growing Need for Extensive Training

• High turnover due to Co-op Program

• Large Local Student Pool

• Separate from Help Desk/Call Center

• Full Preparation for Move-in Desired

• No Rushing!

Training Program - Logistics

• Breakdown of Topics

• Additional Training Tools

• Trainee Staffing Numbers

• Trainee Scheduling

• Trainer/Lecturer Scheduling

• Classroom/Lab space req’s

Training Program – Key Concepts

• Clarity

• Applicability

• Universality

Training Program - NEU Model

• 8-12 Trainees, main trainer, guest trainers

• 3 days a week for 4 weeks

• 27 Distinct “Modules”– PowerPoint– Word .doc

• 12 Break/fix components using VMWare images

• Utilize campus classrooms space and RRC space

Creating a Module from Scratch

• Review Policies/Procedures

• Outline

• PowerPoint

• Review

• Word Doc

Annual Module Review

• Review last year’s modules

• Collect and outline changes

• Changes.doc

• Update .ppt

• Review changes

• Update .doc

Annual Module Review - Final

• Conduct after all modules are updates

• Full review by 1-2 senior techs

• Time each module

• Repetition/redundancy check

• Formatting check

• “Drag” check

VMWare Image Creation

• Determine Service Needs

• Base Image– Size limitations– Updates/Service Packs

• Create break/fix scenarios– Malware– Corruption– Settings/configuration

• Test for difficulty

• Hardware resources

Putting Together a Schedule

• Aim for themed days/weeks

• Pacing

• Mix It Up– Team Building– Break/Fix– Building tours– Different speakers/lecturers

The NEU RRC Training Program

Day 1 – Getting To Know You

• Paperwork, paperwork, paperwork

• Introductions

• Office Tour

• Expectations and Etiquette

• Team Building

Week 1 – Getting to Know NEU

• ResNet Etiquette and Customer Service

• Appropriate Use Policy

• Network Overview

• HuskyCable

• Remedy

• Front Desk Procedures

• Online Registration

• Pingers, Pinger Fixes, and Blonders

• Port Checks

• Troubleshooting Prior to Room Visits

Week 2 – Basics of Remediation

• Working with Student Machines

• Best Practices of Malware Removal

• Tools of the Trade

• Backup and Reformat Process

• The Unattended Project

• Finding Drivers

• Windows CLI and Robocopy

• “Midterm Exam”

Week 3 – Advanced Training, Pt. 1

• Anti-Virus Software Issues

• Advanced Troubleshooting and Repair– Software section– Hardware section

• Network Settings and Configurations

• Using Linux in the RRC

• Advanced Mac Training

Week 4 – Advanced Training, Pt. 2

• Advanced Vista Training

• Boot Camp, Parallels, and VMWare Fusion

• Network Stability and Security

• VMWare “Final Exam”

• Post-training Evaluations

General Notes on Giving Modules

• Expound and Explain

• Questions, questions, questions

• Individual vs. Group Attention

• Informal, but focused

• Go “off script” occasionally

Once Training is Over…

• Scheduling

• Shadowing

• Supervised Remediation

• Final Evaluations

• Standard 2-day “Boot Camp”

Training Wrap-up

• Strong In-class Bonds

• FTS-Tech Relationship

• Creates Opportunities to Lead and Grow

• Makes the Freshman Experience easier

• Make the Move-in Experience much easier

Boot Camp (2 Days)

• Objectives– Meet new staff– Team Building– Organizational overview– ResLife segment on residence hall etiquette– Network overview– Review of move in plan

RESNET EFFICIENCY METRIC

FY 06 FY 07 FY 08 THRU APRIL

CASES 6189 7493 8535

HOURS 10841 11443 10291

CASES PER MAN HOUR

.57 .65 .83

Improving Retention• Hiring method has extended average affiliation

• Added value to ResNet experience– Periodic meetings with multiple goals

• ResNet business• ResNet fun (prize drawings, contests)• FREE FOOD

– Staff gatherings/activities• Friday Night Gaming

• Résumé Assistance

Coop Opportunities

• Guest Speaker Program (once per semester– Hiring Managers present to ResNet staff– Win-Win goal

• Students learn about company products, culture, full time and part time opportunities, desired background

• Company presents opportunities available and demonstrates why students would want to work there

• Students have inside track and company has multiple quality applicants to choose from

Guest Speakers

• NEU Security

• MIT Lincoln Labs (8 hires in 3 years)

• EMC Corporation

• FBI

• New England Patriots IT Dept. (Kraft Group)

• Enterasys Corporation

• Eliassen Group

Alumni Connection

• Goal is to foster alumni relationships

• Alumni Dinner– Review Accomplishments– Updates on last year’s ResNet grads– Senior Management Attendance– Alumni Speakers Return to talk of experiences – Emphasis on Networking

Keys to Our Success

• Acceptance of ResNet capabilities by Senior Management

• Gather detailed financial and operational data to support your needs

• Actively Promote ResNet

THANK YOU!!Northeastern University