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Charlie Kulins

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RE: Recommended Remote software for desktop support

Posted By Charlie Kulins 03-15-2024 03:21:31 PM
Found In Egroup: IT Support Services \ view thread
Harry, We use Bomgar, now known as BeyondTrust. rock solid reliable tool that does everything we need it to do. We were still on the B200 hardware appliance we had for 15 years. Migrating to their VM based platform next week. The service and support from this vendor is also top notch. ...

RE: Business Criticality definition

Posted By Charlie Kulins 11-23-2023 09:41:01 AM
Found In Egroup: IT Service Management \ view thread
Love the Non-Critical level. That makes so much sense and i think would be better received by customers. Thanks. Ck

RE: Poke the bear - Logging inquires

Posted By Charlie Kulins 09-06-2023 02:01:56 PM
Found In Egroup: IT Service Management \ view thread
Agree, Request Information, a very frequently used category Charlie Kulins Manager of Customer Experience ckulins@adelphi.edu / adelphi.edu / 516.877.4322 SWL, Room 213. One South Avenue. Garden City, NY 11530

RE: Training for IT students?

Posted By Charlie Kulins 04-23-2023 06:24:35 PM
Found In Egroup: Professional Development \ view thread
Jarrod, We bring on our new hires now before finals when typically 1/4 of our student staff graduates (5 out of 25). All of our training is hands-on work on the job learning. The new hires are paired with more experienced students and are provided a checklist of things they have to cover and who they ...

RE: Promo items for students

Posted By Charlie Kulins 02-15-2023 09:44:40 AM
Found In Egroup: IT Communications \ view thread
We did 3D logo keychains with postcards for a while also to market the 3D studio. I think it is their uniqueness that made them interesting. We were also just having this conversation about promo items yesterday, we were at a campus admissions event and were the only organization without promo ...

RE: Solutions for Work Schedule Calendar for Service Desk Team

Posted By Charlie Kulins 02-03-2023 03:03:31 PM
Found In Egroup: IT Support Services \ view thread
our helpdesk has 4 FT, 2 hourly, and 25 student employees to schedule We used When2Work in the past and it was limited. we are currently using subitup that filled in some of the gaps we had in w2w We are looking at WhenIwork - they seem to have a great app and a few more features that subitup is ...

RE: How to keep campus laptop carts patched

Posted By Charlie Kulins 01-17-2023 07:11:40 AM
Found In Egroup: IT Support Services \ view thread
Our laptop carts are on the domain and updated by SCCM also. We have student workers at the IT Helpdesk manually take laptops out of the carts, and power on during "quieter" shifts on evenings and weekends. This gives an opportunity for physical inspection, light cleaning and if needed swapped out if ...

RE: Hourly Rate for for Part-Time Help Desk Support

Posted By Charlie Kulins 05-16-2022 01:53:49 PM
Found In Egroup: IT Support Services \ view thread
Andrea, That is so true, we have reduced operating hours AND reduced total # of staff to try to keep within budget. ​ It is quite a balancing act. CK ------------------------------ Charlie Kulins Adelphi University Manager of Customer Experience Garden City NY ------------------------------

RE: Hourly Rate for for Part-Time Help Desk Support

Posted By Charlie Kulins 05-16-2022 10:18:56 AM
Found In Egroup: IT Support Services \ view thread
Our student employees start at the New York minimum wage of $15.00. there is an annual performance assessment and there is opportunity to become a lead student that come with additional increases. CK ------------------------------ Charlie Kulins Adelphi University Manager of Customer Experience ...

RE: Chatbot?

Posted By Charlie Kulins 05-10-2022 11:58:16 AM
Found In Egroup: CIO \ view thread
Mur, Ironically, although IT deployed the chat bot service, we have the least amount of understandings loaded at this time. We started it up on our page to get it tuned up and ready for prime time when it goes live on the main Adelphi site. Only real issue we have seen is the users :-o When conversing ...

RE: Chatbot?

Posted By Charlie Kulins 05-10-2022 09:45:13 AM
Found In Egroup: CIO \ view thread
Adelphi University implemented The Mainstay Chatbot in January of 2022. Her name is Adele - you can ask her questions here https://www.adelphi.edu/it/ We went with Mainstay (formerly Admithub) due to their extensive experience in the higher ed space and the product was prepopulated with many applicable ...

RE: Remote Support Software

Posted By Charlie Kulins 02-01-2022 01:08:24 PM
Found In Egroup: IT Support Services \ view thread
for help desk tech support we use Bomgar - the best for any remote device administration Our faculty support center switched and uses ZOOM so they have audio and video and there is a desktop control feature that works great for them. For student lab software virtualization we went with Apporto last ...

RE: Outsourcing Help Desk Phone Answering

Posted By Charlie Kulins 12-10-2021 12:46:13 PM
Found In Egroup: IT Support Services \ view thread
Hi all, I am kind of surprised how many universities have outsourced their tier 1 helpdesk. I manage the IT helpdesk at Adelphi University and I could never imagine a 3rd party being able to provide the level of support we do now. Even if a 3rd party could, it takes away the opportunity for the experiential ...

RE: Mainstay (formerly AdmitHub) chatbot users?

Posted By Charlie Kulins 12-06-2021 12:51:21 PM
Found In Egroup: IT Support Services \ view thread
Sarah, Adelphi university is in the final stages of rolling out a mainstay chatbot. we plan on using it for admission, registrar, student financial services, IT tech support, Library, Student services, and at least one academic college. Our biggest challenge is that we have used Livezilla Live Chat ...

RE: Service Design

Posted By Charlie Kulins 12-03-2021 12:57:55 PM
Found In Egroup: IT Service Management \ view thread
Wow - thank you all for sharing your process and documentation. We have a long way to go traveling on the road to service design maturity CK

RE: Student personal smart devices in dorms

Posted By Charlie Kulins 11-01-2021 12:36:53 PM
Found In Egroup: CIO \ view thread
Hi, The Adelphi students must first register the devices via MAC id annually and are allowed up to 4 devices each. see - Game Consoles and Other Connected Devices Charlie Kulins Manager of Customer Experience ckulins@adelphi.edu / adelphi.edu / 516.877.4322 SWL, Room 213. One South Avenue. Garden ...

RE: Virtual Computer Labs

Posted By Charlie Kulins 10-21-2021 04:12:30 PM
Found In Egroup: CIO \ view thread
Second for Apporto. Adelphi launched the virtual lab portal this semester and it is going very well so far. Charlie Kulins Manager of Customer Experience ckulins@adelphi.edu / adelphi.edu / 516.877.4322 SWL, Room 213. One South Avenue. Garden City, NY 11530

RE: appointment style, specialization-based help desk

Posted By Charlie Kulins 10-19-2021 05:48:48 PM
Found In Egroup: IT Support Services \ view thread
For our helpdesk 1:1 assist we use Google Appointment slots. but our student staff are already staffing the help desk. Then if someone books an appointment it is handled by one of the staff that is scheduled. Our learning and writing center uses https://mywconline.com/ that has a lot more bells and ...

RE: Educause Connect

Posted By Charlie Kulins 09-14-2021 11:10:19 AM
Found In Egroup: IT Communications \ view thread
+1 on request to preserve the [ITCOMM] style tagging. will have to update all local filter rules. This thread was totally labeled wrong in my inbox. Thanks for the notes about email settings to get back to digest format. CK Charlie Kulins Manager of Customer Experience ckulins@adelphi.edu / ...