Please join me in congratulating Laura Lefavor on her recent article published in Educause Review Online called Beyond the IT Help Desk.
EDUCAUSE® is a nonprofit association and the foremost community of IT leaders and professionals committed to advancing higher education.
The article explains how UMBC was able to use the RT (Request Tracker) Help System, REX (Report EXchange) Data Warehouse, and FAQ's (Frequently Asked Questions) Knowledge Base systems to achieve a comprehensive help desk solution for the entire university.
Laura joined the Business Systems Group (BSG) of Division of Information Technology (DoIT) in the summer of 2012 and has been invaluable getting the word out about some of the success stories involving DoIT and our campus partners.
Her ability to grasp the concepts of the various technologies used throughout DoIT and pull them together in a cohesive manner has been remarkable.
Laura is a recent UMBC graduate (Class of 2013), a member of the English Honors Society (Sigma Tau Delta), and a recipient of the Learning Resource Center's Outstanding Tutor Award.
I am also excited for Laura as she begins her new position as the Arts and Entertainment Coordinator at The Baltimore Sun starting August 19, 2013.
EDUCAUSE® is a nonprofit association and the foremost community of IT leaders and professionals committed to advancing higher education.
The article explains how UMBC was able to use the RT (Request Tracker) Help System, REX (Report EXchange) Data Warehouse, and FAQ's (Frequently Asked Questions) Knowledge Base systems to achieve a comprehensive help desk solution for the entire university.
Laura joined the Business Systems Group (BSG) of Division of Information Technology (DoIT) in the summer of 2012 and has been invaluable getting the word out about some of the success stories involving DoIT and our campus partners.
Her ability to grasp the concepts of the various technologies used throughout DoIT and pull them together in a cohesive manner has been remarkable.
Laura is a recent UMBC graduate (Class of 2013), a member of the English Honors Society (Sigma Tau Delta), and a recipient of the Learning Resource Center's Outstanding Tutor Award.
I am also excited for Laura as she begins her new position as the Arts and Entertainment Coordinator at The Baltimore Sun starting August 19, 2013.
Joe Kirby
