• Skip to main content

Jason Lamb

  • About
  • Portfolio
    • Academic
    • Software
    • Hardware
    • Writing
    • Video
    • Other

Academic

Apr 18 2023

Simple Syllabus – Humanities Admin Training

As requested by the Humanities Department at McMaster University, these technical training workshops covered the use of the Course Outline Portal (Simple Syllabus).

Written by admin · Categorized: Academic, Training, Workshop

Apr 18 2023

Simple Syllabus Technical Training

These bi-weekly workshops covered the technical aspects of McMaster’s new Course Outline Portal. The system is called ‘Simple Syllabus’.

Written by admin · Categorized: Academic, Training, Workshop

Apr 18 2023

Avenue to Learn – Workshops

The Avenue to Learn team offers a series of training workshops every summer for faculty and staff at McMaster University. These workshops cover the various functions of Brightspace:

  • Avenue Fundamentals
  • Grades
  • Homepages and Widgets
  • Quizzes
  • Assignments

Written by admin · Categorized: Academic, Training, Workshop

Apr 18 2023

McMaster Course Outline Portal

Work as part of the project support team for McMaster’s Course Outline Portal. Serve as co-chair for the ‘Course Outline Portal Working Group’.

Written by admin · Categorized: Academic, Committees, Support and Management

Apr 18 2023

Avenue to Learn

Work as front-line support and administrator for McMaster University’s Brightspace service.

  • Manage daily and long-term work assignments of internal staff and schedule and monitor adherence to procedures, protocols, and standards.
  • Act as an on-site project manager, responsible for managing projects from inception to completion.
  • Plan and establish project framework and identify project milestones to ensure the project is completed according to project specifications and within specified timelines.
  • Identify, initiate, and lead various projects.
  • Plan and coordinate a variety of events and activities.
  • Act as the primary Client Services point of communication to provide critical notifications of unplanned outages and planned system updates.
  • Act as a liaison between the Service Desk team and other units.
  • Establish and maintain service standards for the Service Desk.
  • Monitor existing and propose new and enhanced service levels through the development and analysis of service level metrics and reporting.
  • Establish and implement procedures for problem referral and escalation procedures.
  • Establish and implement methods for problem prioritization.
  • Monitor and analyze service records for trends and common problems.
  • Recommend and implement service and product improvements and participate in planning meetings with management team.
  • Ensure user support staff are advised of systems updates, errors, and features.
  • Proactively address problem areas by recommending effective and appropriate solutions.
  • Create and disseminate surveys to determine client and staff needs.
  • Analyze call records and recommend solutions for problem areas.
  • Review and resolve client behaviour and inappropriate service provider responses and act as the first level of escalation and complaint handling for the department.
  • Investigate newly reported problems and document solutions.
  • Administer site licensed software for the University community.
  • Respond to and resolve Level I client issues such as hardware and software problems, and installations.
  • Respond to escalated problems from working level staff and customers.
  • Document and update accurate and consistent records of all calls.
  • Check progress on referred problems and keep users informed.
  • Apply escalation procedures for problems with unsatisfactory progress.
  • Provide users with routine information such as system updates, errors, and features.
  • Carry out practical assignments supporting routine operations.
  • Respond to Level II requests such as hardware, software, networks, training, and installations.
  • Elicit additional information from clients and colleagues to diagnose issues.
  • Refer complex situations to relevant area with accompanying diagnostic information.
  • Provide the leadership required to ensure the maintenance of accurate records and preparation of statistics for reports.
  • Develop, verify, and maintain service desk procedures.
  • Monitor call records, service levels and status.
  • Monitor progress on problem resolution and advise users on status.
  • Set priorities and escalate problems not being solved.
  • Ensure users receive services that were committed.
  • Ensure users receive information on systems updates, errors and features.
  • Train users on a large number and type of software applications on an ad-hoc basis.
  • Learn about new technologies in advance of their introduction to the University community in order to effectively respond to help-desk inquiries.
  • Plan, schedule, and monitor own work within short time horizons.
  • Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
  • Understand and use appropriate methods, tools, and applications to complete work tasks.
  • Demonstrate a rational and organized approach to work and identify development opportunities.
  • Absorb technical information when it is presented systematically and apply it effectively.
  • Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
  • Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
  • Follow service practices that meet customers’ and University needs.
  • Interact with others in a way that gives them confidence in one’s intentions and those of the University.
  • Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
  • Perform a range of varied work activities in a variety of structured environments.
  • Successfully engage in multiple initiatives simultaneously.
  • Apply and enforce department change control policies and procedures.

Written by admin · Categorized: Academic, Support and Management

  • Go to page 1
  • Go to page 2
  • Go to page 3
  • Interim pages omitted …
  • Go to page 26
  • Go to Next Page »

© 2023 · Jason Lamb ·