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New Org-Optimizing AV Support @ Boston University
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About this session:

In March 2015, Boston University’s Information Services & Technology created a new organization within the IT Help Center called Learning & Event Technology Services. This new organization, now a year old, took staff and services that were previously a part of two AV support groups that had not been improved upon for decades until they we reorganized into IS&T. These two groups were Classroom Technology Services (CTS) and Media Support Services (MSS) that came to the IT Help Center in 2012 and 2013, respectively.

CTS provided classroom technology support for the 236 classrooms scheduled by the Office of the University Registrar (OUR) for no charge. Media Support Services was a Service Center that provided fee-based AV technology support for meetings & events on campus. The technicians on both teams were union represented techs who did not receive any training or certifications and who had little room for growth. Because they were represented, we could not ask one team to aid or assist the other team when they hit a busy point. The staff were cooperative but it was not something that could be counted on. The skills of these teams better suited a time when the main focus of the groups was to deliver and hook up equipment. The university has invested millions of dollars in placing installed equipment in the OUR classrooms and in proprietary spaces across campus. Our service model needed to shift from a delivery model to a model where the value we brought to our clients was the skills of the staff
themselves.

We went through a visioning process that included all of our staff and the entire leadership team up to and including our Vice President, IS&T. Human Resources was also included. It was determined,collectively, that we would benefit from dissolving those two groups and creating a new, single organization with improved services and with new supports in place for our new and existing staff.

Additional Resources:

Presentation

About the presenter:

Linda is Assistant Director , Learning & Event Technology Services at Boston University’s IT Help Center

With over twenty years’ experience in client services and operations, she is passionate about organizational and professional development. Linda was the IT Help Center's first Service Desk Manager and helped build that operation, including staffing, workflows and policies, from the ground up in collaboration with the Help Center’s leadership team. Previously, before the arrival of their new VP in 2009, Linda managed the Personal Computing Support Center offering technology support to Boston University’s 40,000 community members.

Linda previously presented at Educause on the topic of professional development based on her work in establishing the internal Professional Development Academy for IS&T, in collaboration with HR.

Linda is a certified coach and consultant who works with private clients, specializing in the areas of executive coaching, leadership transformation, and organizational strategy. She has a BFA in Writing from Emerson College and a M.Ed. in Developmental Studies: Human Development & Education from Boston University.