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RE: Outsourced 24x7 HelpDesk for Students

Posted By Michael Martin 06-08-2023 10:07:05 AM
Found In Egroup: Instructional Technologies \ view thread

At UCO we are using Blackboard/Anthology 24/7 help desk support. It's been a great experience working with their team. I would be happy to answer any questions anyone may have on our experience. Michael Martin Sent from my Verizon, Samsung Galaxy smartphone Get Outlook for Android

RE: Seeking Advice for MFA Rollout Communications

Posted By Michael Martin 01-30-2023 08:05:56 AM
Found In Egroup: IT Support Services \ view thread

Hi Jennifer, We have implemented MFA with DUO for all Faculty and Staff at the University of Central Oklahoma. We provided quick an easy training videos, and how to PDF documents along with opportunities for group and 1:1 training. We strongly communicated the Office of Information Technologies commitment ...

RE: Customer experience or customer service maturity models?

Posted By Michael Martin 12-05-2022 09:06:45 AM
Found In Egroup: IT Support Services \ view thread

We do not but I would be interested in a discussion over this topic and what preferred models there might be for HE. ------------------------------ Michael Martin IT Director, Client Experience & TRC University of Central Oklahoma ------------------------------

RE: How to start up a microcredentialing program?

Posted By Michael Martin 10-10-2022 08:17:00 AM
Found In Egroup: Microcredentials and Badges \ view thread

Hi Steve, You might look at this organization. There are many great resources and a committee on this very subject: https://www.imsglobal.org/ We have been implementing Micro Credentialing at UCO outside of OIT but we have been working with our Academic Affairs team to implement. ------- ...

RE: MSP - Tier 1 Help Desk? Suggestions?

Posted By Michael Martin 08-31-2022 04:16:12 PM
Found In Egroup: IT Support Services \ view thread

Hi Bradley, At the University of Central Oklahoma we are using Blackboard for our 24/7 tier 1 support. We are also utilizing them for our Onestop operations as well. So far we are very happy with the partnership. Michael Martin Director of Client Experience and Tech Resource Center UCO 100 N. University ...

RE: Survey Tools

Posted By Michael Martin 08-19-2022 07:11:17 AM
Found In Egroup: IT Support Services \ view thread

At UCO we also use TeamDynamix but we have used Qualtrics for IT/Service Desk and institutional surveys. ------------------------------ Michael Martin IT Director, Client Experience & TRC University of Central Oklahoma ------------------------------

RE: Higher Education IT Consolidation with State Government

Posted By Michael Martin 01-28-2022 09:47:24 AM
Found In Egroup: IT Collaboration in State Systems \ view thread

We have battled this in the State of Oklahoma for 20 years or more. We came close on several occasions to coming under the State of Oklahoma but we still remain under the Oklahoma State Regents for Higher Education. Our Regents did a great job in demonstrating the cost savings to the State and Higher ...

Hello From the University of Central Oklahoma

Posted By Michael Martin 12-20-2021 04:04:03 PM
Found In Egroup: IT Collaboration in State Systems \ view thread

I have been at UCO a Director of Client Experience and Technology Resources Center for over two years. I am looking forward to eeing how we can assist each other improving services at state higher education institutions. ------------------------------ Michael Lee Martin ---------------------------- ...

RE: Outsourcing Help Desk Phone Answering

Posted By Michael Martin 12-10-2021 07:12:14 AM
Found In Egroup: IT Support Services \ view thread

Good Morning Bruce, This last Summer we outsourced our tier1 service desk and Onestop to Blackboard. We are very happy so far with the implementation and support. If you have any questions, please feel free to reach out any time.

RE: Change Management: Emergency Change scenario

Posted By Michael Martin 09-28-2021 11:21:02 AM
Found In Egroup: IT Service Management \ view thread

I believe this circumstance with the impact and urgency should be in consideration. A failed switch is different than a planned replacing of a switch. One situation is a controlled "standard" change of a device, the other is a potential emergency response with high impact and urgency And will require ...

RE: Recording and templates now available - Sept 20th BRM event

Posted By Michael Martin 09-21-2021 08:17:01 AM
Found In Egroup: IT Service Management \ view thread

Very helpful webinar. Great topic and well presented. Michael Martin IT Director of Client Experience and TRC Improving the client experience through knowledge collaboration & support University of Central Oklahoma l Office of Information Technology t: 405.974.2608 l w: technology.uco.edu Service ...

RE: test

Posted By Michael Martin 09-14-2021 11:56:25 AM
Found In Egroup: IT Service Management \ view thread

Easy to use. Test successful!

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