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Wednesday, December 2 • 3:30pm - 4:00pm
Group 1: A Mad, Continuous Scramble: Revamping Instructional Support Helpdesk for Remote Instruction

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The COVID-19 pandemic brought an abrupt halt to in-person instruction for educational institutions across the globe. Like many higher education institutions, UC Berkeley immediately immersed itself in emergency remote instruction, which continued through the summer. Daily changes in the reopening conditions for Fall, bouncing between a continuum of hybrid to remote only, presented obvious challenges to staff attempting to plan for instruction support. This session will present how the helpdesk team at UC Berkeley planned for a variety of scenarios with large gaps of information and constant uncertainty. In addition, we will talk about lessons learned from this planning, our continuous evolution to support instruction in the Fall semester, and how we are making plans for 2021 and beyond.

avatar for Kevin Chan

Kevin Chan

Manager - Classroom Technology Services and RTL Operations, UC Berkeley
Kevin has over 15 years of experience in academic technology at UC Berkeley across a broad range of areas including technical operations, project management, service management, and change management/business continuity. He started the role of managing the instructional technology... Read More →

Kelly Chang

Kelly has been a part of the UC Berkeley community since 2015. Pre-COVID, her role meant providing technical in-person support to classrooms. Now, she specializes in student staff training to provide a rapid and responsive support model fitting for the Zoom-Universe. Knowing how difficult... Read More →

Natalie Montanez

Service Lead, Classroom Technology Support, UC Berkeley
Natalie has worked with the Educational Technology Services group in various roles since 2013; first as a student employee. Her first staff position was as the Service Lead for the Classroom Technology Services group and she has recently transitioned into the role of Instructional... Read More →

Wednesday December 2, 2020 3:30pm - 4:00pm PST