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Thursday, December 3 • 11:40am - 12:00pm
Aztecs, Assemble: Creating and Sustaining a Virtual Help Desk

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On March 7th Instructional Technology Services (ITS) began preparing to transition their Faculty Instructional Technology (FIT) Center to a virtual modality due to COVID-19 concerns. On March 16th, when San Diego State University (SDSU) officially announced a face-to-face instructional pause, the ITS FIT Center transitioned from a physical to virtual space and was fully operational within 24 hours. In that one day, ITS created the virtual meeting room, assigned staff virtual shifts, and promoted this support resource to the campus community. Since then, ITS has fielded nearly 4,000 visits to the Virtual FIT Center, and received many accolades to the efficiency and assistance this resource provides.

Presentation Slides

avatar for Sean Hauze

Sean Hauze

Director, Instructional Technology Services, San Diego State University
Dr. Sean Hauze is Director of Instructional Technology Services at San Diego State University, where he provides operational leadership and direction for applications, initiatives, infrastructure, training, and support services across the broad spectrum of instructional technology... Read More →
avatar for Leo Lopez

Leo Lopez

Service Lead, Instructional Technology Services, San Diego State University
Leo Lopez is the Service Lead for Instructional Technology Services (ITS) where he supports faculty and staff in the effective uses of academic technologies specifically within SDSU's help desk system, ServiceNow. This includes the use of smart classroom technologies, Canvas, and... Read More →
avatar for Michelle Peterson

Michelle Peterson

Faculty Resource Coordinator, San Diego State Univeristy
Michelle Peterson is the Coordinator of Faculty Resources for Instructional Technology Services (ITS), where she helps faculty with smart classroom technology and the learning management system. She started working for ITS in April 2018 as the Learning Spaces Coordinator for the Engineering... Read More →
avatar for Aurora Velasco

Aurora Velasco

Support Lead, San Diego State University
Aurora Velasco is the Support Lead for Instructional Technology Services (ITS). As part of her duties, Aurora oversees the Student Assistants of ITS, coordinates the maintenance and support of smart classroom systems, training for faculty and staff, and day-to-day operations of the... Read More →

Thursday December 3, 2020 11:40am - 12:00pm PST