technology programadministrator assignment finale

7/30/2019 Technology ProgramAdministrator Assignment Finale

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Charity Manomano 1

GSC Tech Program

Technology Program Administrator Assignment

Executive Summary

It is both realistic and expected that technology should help lead the way to

improve teaching and learning in higher education. Furthermore, it is also reasonable to

believe that the ability to incorporate the educational opportunities that technology

promises will help level the playing field throughout college educationparticularly across

racial, gender, and geographic divides. This technology evaluation will provide a view of th

issues concerning the effectiveness of technology center programs at Gainesville State

College, now called University of North Georgia. This evaluation focuses on issues that ne

to be considered as we assess the impact of technology and develop evidence-based

strategies for technology integration that contribute to high achievement for all student

This report provides useful information and specific recommendations about evaluating t

effectiveness of technological applications implemented to enhance teaching, learning, an

achievement. Technology should be a tool to help educators meet the educational needs o

college students. As such, technologies cannot function as solutions in isolation but must

thought of as key ingredients in making it possible for colleges address core educational


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Charity Manomano GSC Tech Program

challenges. Instructors should use technology as an enabler in teaching and learning colleg

students. Technology should be used to help students, educators, and community interact

anytime and anywhere. Technology staff should be able to facilitate and assist in the

validation of Internet material. Colleges should know that by providing access does not

ensure that technology will effectively enhance teaching and learning. It takes both

instructors and students to make use of the technology offered to them. Technology may

mean little without proper objectives and goals for its use, structures for its application

trained and skillful deliverers, and clearly envisioned plans for evaluating its effectivenes


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Organizational Chart

Methods


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Technology has become an integral component of many organizations, including

institutions such as schools as well as universities and its contribution to the bottom line

never be emphasized. It is a tool that is used for almost anything the organization may ne

including things like access to information, models for increased productivity, evaluations

and so forth. In order to make sure that the technology your school uses is standard, it i

important to evaluate the effectiveness of the technology. However, you must follow a go

evaluation process so you can be sure the results you get are worthwhile and meaningful t

your academic institution and to your overall educational programs. Be that as it may, I

approached one such institution (Gainesville State College) to conduct an assessment of

their technology department and the results were amazing. To gather the requisite

information, I used such methods as surveys, interviews, observations and the desk study

Surveys

On average, surveys are probably the easiest and less strenuous method than all t

listed elements put together. They are relatively non-threatening, inexpensive and if don

properly the data should be very easy to analyze and understand. The Tech survey was

administered with only 72 students who were in different computer labs at different tim


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throughout the entire campus. 35% of the respondents spent at least 21 hours each a we

doing activities on the Internet for school, work, or recreation. Slightly more than a thir

the respondents (34.8%) used a handheld device to access the Internet on a daily basis,

of the respondents reported IT services were always available when needed for their use

More than onethird considered themselves at least very skilled in using the college libra

website.

Understanding the ethical/legal issues surrounding access to and use of digital

information is one thing the administration does not take for granted. One in five

respondents used a social network site for their course. More than onehalf (56.4%) used

the college website for a course during the semester. During training for IT, the instruc

uses more in home grown course material versus 46.1% for other community colleges. 95%

the respondents reported using social networking for the colleges administrative service

communicate with administrative offices. 84.8% of the respondents reported using socia

networking to communicate with instructors about courserelated topics.


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Chart showing number of students using social network.


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Interview Questions

I interviewed Shaun who is one of the co-founders of the Center for Technology a

Gainesville State College. His work covers a very wide spectrum with inclusion of technolo

in the classroom and the effective training of pre-service teachers in the use of technolo

as the highlight of his responsibilities. As I began my interview with Shaun, I realized th

the journey of seeking this interview had been just as valuable and interesting, as the

finished task. Truly, I did not have the least idea how this assignment would unfold,

especially when you are seeking audience with someone higher-up in the organogram and

perhaps, aware that they are probably exceptionally busy. Also, there is an outside chanc

that they may not even receive your message or reply, if they do. Yet, I found Shaun to b

sincere and helpful in response to my request for an interview. College meetings minimize

and hindered communication for him, but he very kindly took time to email responses to m

interview questions, despite this difficulty. Therefore, I am appreciative for the kindnes

and time Shaun extended to me, as this alone speaks volumes of genuine interest in other

as well as dedication in the field of educational technology. Below, herewith a brief inter

summary with Shaun;


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What are the duties of a Tech Support?

In order to understand what a technical support job requires, you first have to

learn what your daily responsibilities will be. The primary role of a technical person is to

provide students with computer lab support by resolving their technical issues via email,

phone and other electronic medium. It may mean that you have to configure computer

equipment such as Internet connections or configure software to connect to Internet

application servers. You'll also provide training and assistance to help students learn how

use their computer hardware or software products. Once you obtain a general understand

of the problem or issue the student is experiencing, it will be the tech support job to

identify, and correct or advise the faculty and students on how to resolve the issue they

having.

What are the skill requirements to be a Tech support?

Skill requirements may vary by your designation on the organizational structure

also depends on the hardware or software products you'll be providing technical support

A technical support position does require prompt responses to client support related ema

phone calls and other electronic communications. It typically requires that you have

experience with the hardware and software issues that you'll be resolving. Because you'l

working with a computer, it usually requires your Internet skill set to be quite extensive.
http://www.ehow.com/about_5381648_technical-support-job-description.htmlhttp://www.ehow.com/about_5381648_technical-support-job-description.htmlhttp://www.ehow.com/about_5381648_technical-support-job-description.htmlhttp://www.ehow.com/about_5381648_technical-support-job-description.html


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Also, because you'll be dealing directly with customers, technical support positions requir

excellent oral and written communication, interpersonal, organizational and presentation

skills.

What are the educational experiences needed for Tech Support?

Education requirements and experience can vary according to the level of technical

support you'll be required to provide. Most companies require beginner customer support

employees to have at least a one-year certificate related to computers from a college or

technical school or at least three to six months of related experience or training.

What is the reasoning Ability?

Because you will be troubleshooting and resolving customer problems, you also mu

have the ability to solve practical problems. You'll have to deal with a variety of situation

where no two problems are exactly the same. You'll need to be able to interpret and prov

instructions orally and in writing.

Do you have to have Computer Skills to be a tech support?

In order to perform a technical support job successfully, you'll also need extens

knowledge and experience with Contact Management Systems (CMS), database software;

Internet software and word processing software.
http://www.ehow.com/about_5381648_technical-support-job-description.htmlhttp://www.ehow.com/about_5381648_technical-support-job-description.html


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Interviews with Students

The following question: Do you prefer taking courses with extensive use of

information technology? This was asked to 20 students. 75% of the students prefer fac

face classes with their professors because they are auditory learners, and prefer live

interaction with instructors and classmates, or if you like to ask questions and receive

answers on the spot, then face-to-face classes may serve your needs better. The other 2

like the online because out of the 75%, 20% of them feel that they are not disciplined an

cannot manage time well. How long does it take for a computer to be repaired in this

computer lab? This question was asked to 24 students from the six computer labs. 16

students out of the 20 students stated that they have never had an experience with bro

computers and they do not know. 4 students had problems with computers and they repor

this to tech support that helped solve the problem. The other 4 students did not get

immediate response from the tech support and said that was frustrating.

Students questions answered about Technology

1. Who is eligible for the software?1. All students who are currently enrolled in classes

2.What does the GSC do for me?


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1. The SSC will install Microsoft Windows 7 (32bit), Microsoft Office 2010 anMicrosoft Office for Mac on your laptop.

3.How do I contact the GSC?

1. You can contact the GSC in person or by sending an email to [email protected] I bring in my home computer?

1. No, the GSC only services student laptops.5.Why cant the GSC just give me the software on a disk for me to install?

1. Legally, our contract with Microsoft does not allow us to do this.6.What is the turn-around time to get the software installed on my laptop?

1. Currently our turn-around time is 48 hours.7.Why cant the Help Desk install the software for me?

1. Our Help Desk does not have the facilities to safely secure laptops nor do thave the time to dedicate to software installs on top of their current

responsibility.

Observation

The first thing I observed is that the labs are often scheduled for classes during

"open" hours. Only students who are enrolled in the class should enter a lab during those

times. You can check the schedule by the lab assistant's desk to see what labs are availab
mailto:[email protected]:[email protected]


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According to The College of Education, Computer Labs are open on the first day of classe

until the last day of exams and they are closed on all university recognized holidays. I als

noticed that the Academic Computing Testing Tutoring Center (ACTT) is one of the buzz

areas at Gainesville State college. It has an average of 75 computers for everyday use by

students. As I was moving around I also learnt that 75% of the computers were in use du

the morning time, however when I visited in the late afternoon 93% of the computers we

in use. I also noticed that 90% of the students were on social networks such as Facebook

Twitter and Instagram and only 10% of the students were doing college assignments. The

testing lab was used during the last week of March and only 8 students took the

Standardized and Campus tests. The Math lab is full of activity and a little bit noisy beca

of tutoring. It has 25 computers and only 7 of them were in use. I noticed 8 tutors and a

them were helping students in Math. On the right side there is a small room with 15 cub

for testing and makeup tests. Susan Fifer was at the front desk distributing calculators

students who needed them for Calculus assignments. Students are allowed to checkout

calculators to use during the Math Lab class. Calculators do not go out of the ACTT room

and Ms. Susan did not mince her words when she stressed this point to the students. At

front desk there is one computer that Susan uses.

The ACTT has 7 printers which are available to the students. The printers are

utilized more in the afternoons than in the mornings. Students are allowed to come and s


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the sitting area that has 16 tables and 4 chairs for each table. Students are allowed to b

food to the sitting area but not were the computers are. It is evident that the Nesbit AC

is like an upscale computer lab with all the luxuries couches, stretching out chairs,

Starbucks and elevators that take you to different computer labs. The ACCT is on the 2N

floor and all the time I would visit I saw Joshua Wade who is so friendly and helpful to th

students. There are 6o computers which are available to students. First time I visited th

lab I observed that 25%of the computers were used and the printer was not even used f

the one hour I was present. This lab has 4 printers and one pre-pay student copier. On on

side of the lab is a writing lab which has 5 student help coordinators. There were only 3

students who were in attendance living 2 of the coordinators doing their assignments. To

right of the second floor is the media video lab; in it were 6 students who were working o

their video projects. There were 14 computers with 30inch monitors. One of the student

had his video playing on the smart board and the other 2 students seemed to be critiquin

For the days I visited this lab the sound stage room and the sound recording room were n

in use. The other two rooms which were not utilized were the Rack room and the control

room. They were always locked and looked like they have never been used.


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Center Context and Goals

History

Due to the consolidation of Gainesville State College and North Georgia College &

State University the board approved the name University of North Georgia for the new

institution. This new name came after North Georgia and GSC engaged thousands of

stakeholders students, faculty, staff, alumni and community members in the process o

identifying names for the new consolidated university, through a series of focus groups a

an online survey. Gainesville State College has been serving Northeast Georgia since 1964

Gainesville State College is a non-residential unit of the University System of Georgia, an

however in 2012 it changed its name to University of North Georgia. The Gainesville Stat

College Gainesville Campus, located 45 miles northeast of Atlanta and six miles southwest

downtown Gainesville in Oakwood.

Mission Statement

The University of North Georgia, a regional multi-campus institution and premier

senior military college, provides a culture of academic excellence in a student-focused

environment that includes quality education, service, inquiry and creativity. This is

accomplished through broad access to comprehensive academic and co-curricular program

that develop students into leaders for a diverse and global society. The University of No
http://www.usg.edu/http://www.gsc.edu/campuses/gainesvillehttp://www.gsc.edu/campuses/gainesvillehttp://www.usg.edu/


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Georgia is a University System of Georgia leadership institution and is The Military Colle

of Georgia.

8. To accomplish its mission, the College will serve its students by:9. Offering lower-division courses to prepare students to transfer to four-year colle

and universities and to provide opportunities for University System of Georgia

institutions to offer appropriate upper-division and graduate courses and programs

through the Colleges University Center;

10.Offering a limited number of baccalaureate programs and upper-division courses tomeet the educational, civic, and economic needs of the community and region;

11.Offering a Learning Support Program to enhance students academic success;12.Offering career programs and courses relevant to area employment needs and the

interests of students;

13.Integrating technology into instruction and support services, whereby the Collegeassures the technological proficiency of its students and effectiveness of services

14.Providing a climate supportive of student success through academic support,

administrative support, and student development services and activities that

complement and enhance the instructional program; and

15.Providing safe and aesthetically pleasing facilities and grounds including therenovation and addition of facilities that reflect effective functionality and effici


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use of resources.

16.To accomplish its mission in meeting the broader needs of the community, the Col

will:

17.Offer continuing education programs, public service activities, and facilities forpeople who want to enrich their lives intellectually, socially, culturally, physically, a

vocationally; and

18.To enable students to pursue studies at an individualized pace which measures andrewards progress toward mastery of the subject

VIS ION STATEMENT

Gainesville State College seeks to be recognized as the regions premier teaching

institution by building on its tradition of teaching excellence and the strength of its

student-focused and learning-centered environment. As a dynamic institution, the College

will continue to address the regions call for accessible, high-quality academic programs in

atmosphere that fosters student success. The university has entered the visioning phase

with hour-long sessions involving focus groups of community members, faculty, students,

staff being held across the area served by UNG's four campuses. The visioning process

two questions: 'What do you value about what UNG currently is and what UNG does?' and


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'Ten years from now, what will UNG be and what will UNG be doing?' That feedback is be

used, along with the UNG mission, to craft a vision statement, which identifies the desire

goal for the university as well as key tasks. The vision statement will be uploaded soon.

Center Goals

Providing and Maintaining Student Access

1. To encourage students to become independent learners able to function in aninformation society

2. To provide access to computer lab facilities for demonstrations, individualizedinstruction and group learning

3. To assist students in the full utilization of technology resources

4. To provide email, news groups and Internet chat groups facilitating bettercommunication among students, teachers, and the global community

5. To support varied approaches to learning and teaching

6. To provide quality hardware, software, and tutoring in open lab environments thatfacilitate learning and successful completion of course work

7. To support access to appropriate technology, facilities, and software, includingadequate computer classrooms and lab assistance

8. To provide for the use and mastery of software applications currently demanded in


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the local job market

9. To provide facilities for learning and application of concepts outside the classroomthrough the use of computer technology

Center Activities

Technology can be a way to bring new ideas into your classroom and to get studen

excited about coming back to school.

Our Web Site

http://www.gsc.edu/ is visited over 1 million times per year, and is comprised of more tha

500 web pages and 2,000 documents containing useful UNG information.

Elearning@gsc

Online technologies play an important role in the learning and teaching environment

GSC. Faculty is encouraged to make use of web-based resources in presenting their cours

and encourage students to actively participate in and benefit from these technologies. Th

website provides students and faculty with the information and resources that they need

get started in eLearning. It operates 24/7 as a support link to students. Lets say you are


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home, and you cannot post your assignment and its 1:00am, thats when eLearning comes

handy.

Student Software Center

The student software center is for all students who are currently enrolled in clas

in current or future semester. Students and faculty laptops can be dropped off and pick

up from 12pm 1pm Monday through Thursday. The SSC will install Microsoft windows 7

bit), Microsoft Office 2010 and Microsoft Office for MAC on your laptop. You cannot br

a computer from home. The turn-around for a student to come and get a laptop is 48 hou

The help desk cannot install the software for students because it does not have the

facilities to safely secure laptops and it is not their obligation to do that. Students shoul

produce their student Ids if they need the software on their laptops.

Computer Training

The college offers training on stipulated days during spring on Microsoft Office

Suite to the community and students. During the short courses topics like MS Excel Wor

developing a personal or commercial website, touch typing, basic PC Skills, and basic inter

and e-mail are taught, however this courses are not for free. An affordable administrativ

fee is charged.


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Hybrid and Online Courses at GSC

Gainesville State College offers both online and hybrid (1/2 classroom and 1/2 onli

courses. Students seem to like this because it gives time to read more before they meet

class and it serves them on gas. At the beginning of every year the educators and staff a

trained on new programs the institution is introduction.

Evaluation

On average Statistical data indicates that technology is effectively utilized in

programs at this institution. For instance whether students use technology for networkin

or academic reasons I find it fascinating that a young center of learning such as GSC is t

technological savvy. A great deal of the responsibility for successful integration of

technology inevitably falls upon individual college administrators and educators. The most

critical element in technology use is the preparedness and skill level of those who employ

Instructors, for example, need high-quality professional development that leads to a

professional community centered around the integration of technology into the curriculum


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The Math instructors rarely use technology in their classes.

College students must be able to use software effectively and without obstructio

Therefore, while it is expected that student need time to determine how the software

works, continually training is required especially for the international students who are us

computers for the first time. These trainings will encourage a positive feeling about using

technology to learn. Instructors should model use of the software, thus empowering the

students. Key stakeholders play an active role in supporting and modifying the evaluation

process. The strategic approach to evaluating information systems in business, often call

critical success factors, may be of use for evaluating college technology use. This could

involve school administrators, instructors, community, and students convening to determi

which factors are critical to the success of the technology implementation. The IT Custo

Service group is responsible for reliable and effective information technology services

management, delivery, and communications to the AU community. The group employs indus

standard best practices in ITIL Service Management, Change Management, and

Performance Measurement. The IT Customer Service group includes:

Based on my observation of the activities around the front desks that I visited t

incumbents seemed to be doing an above average performance. They are accomplished mu


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taskers as they seemed to hold their own in a very fast paced environment. In all instanc

when my turn to be saved came I was greeted with unbelievably warm smiles. I would

recommend workshops for the student workers because some of them seem not know wha

they are doing. I asked one of the students if they have software policy and she did not

know the answer until I went to the help desk. It is safe the Help Desk team-answers

questions and provides general troubleshooting assistance for the ACCT community via

telephone, e-mail, and instant messaging. The Help Desk staff is empowered with system

administrator rights to fix most problems, as well as coordinate with other technical

support, networking, academic and administrative computing staff to solve customers'

problems and questions. The technical support team- provides on-site technical support o

GCS faculty, staff, students, and guests for issues pertaining to GSC supported hardwar

software, and network connectivity. Responds to requests for service, either through

direct interaction with customers or through issues that have been escalated from the H

Desk. GSC does a great job on Installations, troubleshoots, and maintains workstation

hardware components, network printers, software applications, and network related

protocols to ensure a reliable and usable computing environment is maintained in support

of the university's academic and business needs.


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Recommendations

More student Workers should be employed to help in the Math Lab. I noticed that t

Math lab was the busiest part of the ACCT Academic 111. Not all students learn from

teachers but they can learn from their peers. The training of the faculty should not only

done one time during the start of the semester but at least 3 times because the only way

make your point stick is through repetition. They should also be allowed to bring their

laptops as they watch a software demo. By them doing this they might be able to reprodu

10% of what was shown to them, be able to figure out 20%, learn another 20% from thei

coworkers.

The technical training team does a fabulous job in designs, administers, and delive

the technical training curriculum. They must continue doing this by getting input from

students and faculty. They need to get to know what makes them tick and what they are

interested in. This can be done by speaking with stakeholders, conducting surveys and

analyzing interview information. Televisions should be installed in the main areas for

students to listen different news channel These should carry domestic news broadcasts,

other an international station. I would recommend sectional seating for students to sit

around the televisions. The college is still using e-mails only for passing messages good or

bad messages. It would be a good thing for them to introduce text messaging on student

faculty cell phones when in danger, so as to easily reach family members.


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Appendix

Directions: Please rate how often you do each of the following in College by checking the

appropriate box to the right of each item using the following scale Never (N), Someti

(S), A (A Lot).

N S A

I communicate

with othersusing

technology

I use

technology to

find theinformation I

need (e.g.,

search the

Internet,use an

electronic

library

catalog)

I use

computers to

find

information

from sourcesthat are like

printed

books (e.g.,electronic

encyclopedias)


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I visit the

computer in

college.

Do more than

half of yourteachers use

technology in

their

classroom

Instruction?

Develop

multimedia

presentations

on a computer(pictures,

sound, writing)

Search the

Web to find

material for

class

assignments

Do you

sometimeshave

computers

that do not

work in your

computer lab.

Do you visit

the library/lab

on regular

basis?

Is IT services

available when

needed?

Do you use

social network

to


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communicate

with

administrative

officers and

yourinstructors?

Do you

understand

the

ethical/legal

issues

surrounding

access to and

use of digitalInformation?

Are you skilled

in using the

college library

website?

Survey for instructors

How has technology impacted your students' achievement?

Please check all of the following statements with which you agree --


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technology increases my students' motivation

My students use technology to acquire basic

skills

My students use technology to become more

critical thinkers

My students use technology to help them

construct new knowledge

My students use technology to solve relevant,

real-life, problems

My students use technology to discover

concepts and prove relationships

My students use technology to communicateknowledge and information

Please check all of the technologies which you employ with your students --

Word Processors

Integrated Learning System (e.g., Jostens,

Writing to Read, etc.)

Spreadsheets

Games (tutorial and basic skills development)

Special Applications for Reading, Math, etc.

(e.g., Accelerated Reader)

Electronic Mail

Worldwide Web/Internet

Presentation Software (e.g., PowerPoint)

Hyper studio

CD-ROMs Encyclopedias

Graphing Calculators

Probes for data acquisition (temperature, mass,

etc.)


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Students questions answered about Technology

10.Who is eligible for the software?

1. All students who are currently enrolled in classes

11. What does the GSC do for me?

2. The SSC will install Microsoft Windows 7 (32bit), Microsoft Office 2010 anMicrosoft Office for Mac on your laptop.

12. How do I contact the GSC?

3. You can contact the GSC in person or by sending an email to [email protected]. Can I bring in my home computer?

4. No, the GSC only services student laptops.

14. Why cant the GSC just give me the software on a disk for me to instal

5. Legally, our contract with Microsoft does not allow us to do this.

15. What is the turn-around time to get the software installed on my laptop
mailto:[email protected]:[email protected]


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6. Currently our turn-around time is 48 hours.

16. Why cant the Help Desk install the software for me?

7. Our Help Desk does not have the facilities to safely secure laptops nor do thave the time to dedicate to software installs on top of their current

responsibility.

Brag Sheet

Monthly Report

Date Activities Clients Addressed

2/21/2013

Time 3:30

On this day I visitedthe ACCT/Academic

111 and all the 75computers were all

operational.

There were 7 tutorsin the Math Lab

with 4 students inattendance.

The science lab hadone student with

the fife tutors allhelping this student

with his project.

In the testing roomthere was one

student taking a

Math test.

I talked to the tutors and theexplained to me that traffic o

student eases out between 3-

The front desk staff member

was monitoring the student


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2/21/2013

Time 4:00

56/60 computers were

operational. Two of them

had a sticker written out

of order. The other two

were reserved.

The help desk coordinator wa

fixing to attend to the

computers that were not

working.

3/07/2013

Time 8:00

10. 00

ACCT/Academic 11. All

computers browsers on but

only 8 out 60 are being

used. The helpdeskcoordinator having a cup of

coffee.

The room is becoming

busier and 31 computers

are in use. Traffic has

improved and 12 students

sitting by the round tables

doing their homework. On

the other side of the room

3 students using their I-

pads one on facebook, the

other one reading anewspaper and the last one

is on instagram.

On this day was only observin

so I did talk to anyone.

3/14/2013

Time 3:30

I dedicated this day for

my interviews with faculty

and staff.

Interviewed Dr. Lau a Math

Professor, Lloyd Strickland, a

Susan Fifer. I could not talk t

Shaun the support specialist

because he was attending a

meeting. I e-mailed him with

some brief interview question


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3/26/2013

Time 3:30

I had a chance to visit

most of the computer labs

and some classes. Shaun

gave me one of the

student workers to helpme with walk through.

There was a projector in

every class that I entered.

Most were being used or empt

I noticed that 86% of the

instructors use the smart boa

They also have one desktop an

a laptop in their offices.

4/02/2013

9:00

On this the acct/academic

111 is reserved because

the future GSC students

are taking their entrance

test. There is

Two proctors are present and

the computers to be used are

put on reserve. I talked to on

international student who was

going to take that test.

4/03/2013Time

8:00

I had to come back so that

I could talk to Shaun.

The computer lab isflooded are a lot of traffic

in and out of all the labs is

vibrant.

Interviewed Shaun and gavestudents surveys.

technology programadministrator assignment finale

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