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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 the issues concerning the effectiveness of technology center programs at Gainesville State College, now called University of North Georgia. This evaluation focuses on issues that need 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 students. This report provides useful information and specific recommendations about evaluating the effectiveness of technological applications implemented to enhance teaching, learning, and achievement. Technology should be a tool to help educators meet the educational needs of all college students. As such, technologies cannot function as solutions in isolation but must be

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thought of as key ingredients in making it possible for colleges address core educational challenges. Instructors should use technology as an enabler in teaching and learning college 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 effectiveness.

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Organizational Chart

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Methods

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 can never be emphasized. It is a tool that is used for almost anything the organization may need 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 is important to evaluate the effectiveness of the technology. However, you must follow a good evaluation process so you can be sure the results you get are worthwhile and meaningful to 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 the listed elements put together. They are relatively non-threatening, inexpensive and if done properly the data should be very easy to analyze and understand. The Tech survey was

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administered with only 72 students who were in different computer labs at different times throughout the entire campus. 35% of the respondents spent at least 21 hours each a week doing activities on the Internet for school, work, or recreation. Slightly more than a third of the respondents (34.8%) used a handheld device to access the Internet on a daily basis, 75% 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 library 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 instructor uses more in home grown course material versus 46.1% for other community colleges. 95% of the respondents reported using social networking for the colleges administrative services or communicate with administrative offices. 84.8% of the respondents reported using social 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 at Gainesville State College. His work covers a very wide spectrum with inclusion of technology in the classroom and the effective training of pre-service teachers in the use of technology as the highlight of his responsibilities. As I began my interview with Shaun, I realized that 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 chance that they may not even receive your message or reply, if they do. Yet, I found Shaun to be sincere and helpful in response to my request for an interview. College meetings minimized and hindered communication for him, but he very kindly took time to email responses to my interview questions, despite this difficulty. Therefore, I am appreciative for the kindness and time Shaun extended to me, as this alone speaks volumes of genuine interest in others as well as dedication in the field of educational technology. Below, herewith a brief interview 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 to use their computer hardware or software products. Once you obtain a general understanding 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're having.

What are the skill requirements to be a Tech support?

Skill requirements may vary by your designation on the organizational structure and also depends on the hardware or software products you'll be providing technical support for. A technical support position does require prompt responses to client support related emails, 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'll be working with a computer, it usually requires your Internet skill set to be quite extensive.

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Also, because you'll be dealing directly with customers, technical support positions require 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 must have the ability to solve practical problems. You'll have to deal with a variety of situations, where no two problems are exactly the same. You'll need to be able to interpret and provide 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 extensive knowledge and experience with Contact Management Systems (CMS), database software; Internet software and word processing software.

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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 face to 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 25% like the online because out of the 75%, 20% of them feel that they are not disciplined and 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 broken computers and they do not know. 4 students had problems with computers and they reported 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 and Microsoft 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 gsc@gsc.edu 4. Can 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 they have 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 available.

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According to The College of Education, Computer Labs are open on the first day of classes until the last day of exams and they are closed on all university recognized holidays. I also noticed that the Academic Computing Testing Tutoring Center (ACTT) is one of the buzziest 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 during the morning time, however when I visited in the late afternoon 93% of the computers were 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 because of tutoring. It has 25 computers and only 7 of them were in use. I noticed 8 tutors and all of them were helping students in Math. On the right side there is a small room with 15 cubicles for testing and makeup tests. Susan Fifer was at the front desk distributing calculators to 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 the 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 sit in

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the sitting area that has 16 tables and 4 chairs for each table. Students are allowed to bring food to the sitting area but not were the computers are. It is evident that the Nesbit ACCT 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 2ND floor and all the time I would visit I saw Joshua Wade who is so friendly and helpful to the students. There are 6o computers which are available to students. First time I visited this lab I observed that 25%of the computers were used and the printer was not even used for the one hour I was present. This lab has 4 printers and one pre-pay student copier. On one 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 the right of the second floor is the media video lab; in it were 6 students who were working on their video projects. There were 14 computers with 30inch monitors. One of the students had his video playing on the smart board and the other 2 students seemed to be critiquing. For the days I visited this lab the sound stage room and the sound recording room were not 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 of identifying names for the new consolidated university, through a series of focus groups and 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, and however in 2012 it changed its name to University of North Georgia. The Gainesville State College Gainesville Campus, located 45 miles northeast of Atlanta and six miles southwest of 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 programs that develop students into leaders for a diverse and global society. The University of North

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Georgia is a University System of Georgia leadership institution and is The Military College 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 colleges 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 to meet 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 College assures 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 the renovation and addition of facilities that reflect effective functionality and efficient

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use of resources.

16. To accomplish its mission in meeting the broader needs of the community, the College will: 17. Offer continuing education programs, public service activities, and facilities for people who want to enrich their lives intellectually, socially, culturally, physically, and vocationally; and

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

VISION 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 an atmosphere that fosters student success. The university has entered the visioning phase with hour-long sessions involving focus groups of community members, faculty, students, and staff being held across the area served by UNG's four campuses. The visioning process asks 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 being used, along with the UNG mission, to craft a vision statement, which identifies the desired 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 an information society 2. To provide access to computer lab facilities for demonstrations, individualized instruction 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 better communication 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 that facilitate learning and successful completion of course work 7. To support access to appropriate technology, facilities, and software, including adequate 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 classroom through the use of computer technology

Center Activities
Technology can be a way to bring new ideas into your classroom and to get students 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 than 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 at GSC. Faculty is encouraged to make use of web-based resources in presenting their courses, and encourage students to actively participate in and benefit from these technologies. This website provides students and faculty with the information and resources that they need to 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 classes in current or future semester. Students and faculty laptops can be dropped off and picked up from 12pm 1pm Monday through Thursday. The SSC will install Microsoft windows 7 (32 bit), Microsoft Office 2010 and Microsoft Office for MAC on your laptop. You cannot bring a computer from home. The turn-around for a student to come and get a laptop is 48 hours. 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 should 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 Word, developing a personal or commercial website, touch typing, basic PC Skills, and basic internet and e-mail are taught, however this courses are not for free. An affordable administrative 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 online) courses. Students seem to like this because it gives time to read more before they meet in class and it serves them on gas. At the beginning of every year the educators and staff are 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 networking or academic reasons I find it fascinating that a young center of learning such as GSC is this 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 it. 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 obstruction. 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 using 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 called critical success factors, may be of use for evaluating college technology use. This could involve school administrators, instructors, community, and students convening to determine which factors are critical to the success of the technology implementation. The IT Customer Service group is responsible for reliable and effective information technology services management, delivery, and communications to the AU community. The group employs industry 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 the incumbents seemed to be doing an above average performance. They are accomplished multi-

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taskers as they seemed to hold their own in a very fast paced environment. In all instances, 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 what 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 of GCS faculty, staff, students, and guests for issues pertaining to GSC supported hardware, software, and network connectivity. Responds to requests for service, either through

direct interaction with customers or through issues that have been escalated from the Help 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 the 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 the 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 be done one time during the start of the semester but at least 3 times because the only way to 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 reproduce 10% of what was shown to them, be able to figure out 20%, learn another 20% from their coworkers. The technical training team does a fabulous job in designs, administers, and delivers 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 in 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, the 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 and 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), Sometimes (S), A (A Lot). N I communicate with others using technology I use technology to find the information I need (e.g., search the Internet, use an electronic library catalog) I use computers to find information from sources that are like printed books (e.g., electronic encyclopedias) S A

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I visit the computer in college. Do more than half of your teachers 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 sometimes have 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 your instructors? Do you understand the ethical/legal issues surrounding access to and use of digital Information? 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 communicate knowledge 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 and Microsoft 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 gsc@gsc.edu

13.

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 install?

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?

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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 they have the time to dedicate to software installs on top of their current responsibility.

Brag Sheet Monthly Report Date 2/21/2013 Time 3:30 Activities On this day I visited the ACCT/Academic 111 and all the 75 computers were all operational. There were 7 tutors in the Math Lab with 4 students in attendance. The science lab had one student with the fife tutors all helping this student with his project. In the testing room there was one student taking a Math test. Clients Addressed

I talked to the tutors and they explained to me that traffic of student eases out between 3- 4.

The front desk staff member was monitoring the student

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2/21/2013 Time 4:00

3/07/2013 Time 8:00

10. 00

56/60 computers were operational. Two of them had a sticker written out of order. The other two were reserved. ACCT/Academic 11. All computers browsers on but only 8 out 60 are being used. The helpdesk coordinator 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 Ipads one on facebook, the other one reading a newspaper and the last one is on instagram.

The help desk coordinator was fixing to attend to the computers that were not working. On this day was only observing 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, and Susan Fifer. I could not talk to Shaun the support specialist because he was attending a meeting. I e-mailed him with some brief interview questions.

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3/26/2013 Time 3:30

4/02/2013 9:00

4/03/2013 Time 8:00 I had to come back so that I could talk to Shaun.

I had a chance to visit most of the computer labs and some classes. Shaun gave me one of the student workers to help me with walk through. There was a projector in every class that I entered. On this the acct/academic 111 is reserved because the future GSC students are taking their entrance test. There is The computer lab is flooded are a lot of traffic in and out of all the labs is vibrant.

Most were being used or empty. I noticed that 86% of the instructors use the smart board. They also have one desktop and a laptop in their offices.

Two proctors are present and the computers to be used are put on reserve. I talked to one international student who was going to take that test. Interviewed Shaun and gave students surveys.