Abstract
Berkeley College’s Information Systems department has become an integral component in improving student retention and identifying “At Risk” student. Offering 24x7 service, the Helpdesk provides not only technically support but a unique perspective and insight into the lives of our students. Recognizing this opportunity, the College has taken steps to utilize the experiences of the Helpdesk staff by including the staff on decision making committees, leveraging Helpdesk ticketing information within the Salesforce platform to craft a more well-rounded view of a student, creating reports identifying frequent student users and even creating a Yammer thread to communicate “At Risk” student needs.
Presenter: Mary Pierson Farlie, Berkeley College Associate Vice President Information System
Mrs. Farlie began her career at Montclair State University as a member of the Academic Technology department and Information Technology eventually becoming the first full time Helpdesk Manager and the first Director of the Technology Solution Center at the University. She joined the Berkeley College, Information Systems department in 2006 again as the Director, Support. She was promoted to Associate Vice President in the fall of 2011 where she oversee the direct operation of the Helpdesk and Desktop Support and assists the CIO in departmental oversite.
Mrs. Farlie hold a bachelor’s degree in English from Montclair State University and holds a Helpdesk Manager certification from the Help Desk Institute.
Co-Presenter: Leonard De Botton, Berkeley College Chief Information Officer and Vice President, Information Systems,
Mr. De Botton began his career at Berkeley College as a Programmer charged with implementing the College’s first financial aid system. He was promoted to Systems Administrator and became the Director of the Computer Resources Department in 1995, where he began to oversee the College’s technology. Appointed Vice President of Information Systems in 2002, he later was appointed Chief Information Officer. Mr. De Botton also is a board member of the Leadership Board for Chief Information Officers and has presented at numerous technology conferences, including those sponsored by the National Blackboard Conference and NJEDge.Net. He assisted on the analysis presented in the Information Technology in Higher Education: 2012 Survey of Chief Information Officers.
Mr. De Botton holds a Master’s degree in Information Systems from the University of Phoenix; a Bachelor’s degree in Information Systems jointly from Rutgers, The State University of New Jersey and New Jersey Institute of Technology; and an Associate’s degree in Information Systems from the County College of Morris.
Presenter: Mary Pierson Farlie, Berkeley College Associate Vice President Information System
Mrs. Farlie began her career at Montclair State University as a member of the Academic Technology department and Information Technology eventually becoming the first full time Helpdesk Manager and the first Director of the Technology Solution Center at the University. She joined the Berkeley College, Information Systems department in 2006 again as the Director, Support. She was promoted to Associate Vice President in the fall of 2011 where she oversee the direct operation of the Helpdesk and Desktop Support and assists the CIO in departmental oversite.
Mrs. Farlie hold a bachelor’s degree in English from Montclair State University and holds a Helpdesk Manager certification from the Help Desk Institute.
Co-Presenter: Leonard De Botton, Berkeley College Chief Information Officer and Vice President, Information Systems,
Mr. De Botton began his career at Berkeley College as a Programmer charged with implementing the College’s first financial aid system. He was promoted to Systems Administrator and became the Director of the Computer Resources Department in 1995, where he began to oversee the College’s technology. Appointed Vice President of Information Systems in 2002, he later was appointed Chief Information Officer. Mr. De Botton also is a board member of the Leadership Board for Chief Information Officers and has presented at numerous technology conferences, including those sponsored by the National Blackboard Conference and NJEDge.Net. He assisted on the analysis presented in the Information Technology in Higher Education: 2012 Survey of Chief Information Officers.
Mr. De Botton holds a Master’s degree in Information Systems from the University of Phoenix; a Bachelor’s degree in Information Systems jointly from Rutgers, The State University of New Jersey and New Jersey Institute of Technology; and an Associate’s degree in Information Systems from the County College of Morris.
Collection
Subject
Duration
00:39:48 (HH:MM:SS)
Language:
English
Target or Intended Audience
Adult/Continuing Education, Higher Education, College, Educator
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2016-01-01
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