Despite the network problems that plagued Eastern after two widespread computer viruses aggravated the university’s campus server less than two weeks ago, Don Braswell is hardly fazed.

In fact, the senior applications analyst and lab manager of the Gregg Triad computer lab, who often times is on the receiving end of student and faculty network frustrations, is upbeat about Eastern’s network.

The Triad lab works in cooperation with Eastern’s Information Technology Services (ITS) Help Desk as a client services department to the campus.

“We help out the help desk – evenings, during the day – lots of people walk in during the day,” said Braswell, who has been employed by Eastern since 1994.

Besides assisting his staff of computer savvy professionals in quelling the network concerns of students, Braswell helps maintain certain mainframe operations and handles testing services associated with the network.

Spearheaded just last spring in its current version, the ITS Help Desk, supervised by Connie Downey, has sprouted into a service that not only answers computer-related questions via telephone and email. The desk also sends technicians out to assist the campus community in resolving computer glitches or other computer complications at on-campus housing or office facilities.

“It is more of a one-stop shop (than before spring 2003),” Downey said. Braswell credited ITS assistant John Henderson for transforming the desk into the service it is now.

“We try to answer questions over the phone, but if it looks like a technician is needed it will be recorded in a problem log by whoever is working,” Braswell said.

But answering complex computer questions over the phone can be daunting at times since students have varied levels of knowledge on the equipment that may be puzzling them.

“The most difficult thing about talking over the phone is your terminology versus their terminology,” he said. “You have to get yourself into their mode; look at things from their point of view. You have to take your time with students. The only questions that aren’t asked are the stupid ones.”

Downey said the help desk was flooded with 1,400 calls last week.

“Lots of those had to do with the virus, but a lot had to do with Web CT and PAWS,” she said.

Braswell said some of the most common network questions are students seeking answers on how to dial-up to Eastern’s server through off-campus apartments and questions regarding the Web CT and PAWS software systems.

He said the lab distributes diagrams to students living off-campus, which outlines how they can access Eastern’s Internet network.

Although the university’s network has been wrought with problems the last few weeks, Braswell emphasized it is inevitable that viruses will seep through the network sometimes.

What he says has become overwhelmingly encouraging, however, is the increasing communication between the labs on campus.

“As technology has accelerated, more people have been added. The needs grew and more labs popped up,” Braswell said. “We are definitely moving in the right direction as far as client services.”

Eastern developed the Academic Technology Advisory Committee with fees to help distribute funds associated with campus technology appropriately. Pending the committee’s decision, Braswell said he is hopeful the lab will attain funds to purchase additional media services equipment including digital cameras, DVD players and scanners.

The Gregg Triad lab keeps usage charts that assist employees in tabulating how many users are coming in and using the facility and help desk, he said. Those reports essentially help keep the budgets in line, he said.

For information on the ITS desk, consult Eastern’s Web site at www.eiu.edu. The Gregg Triad Lab is open most days until 10 p.m.

Senior reporter Karen Kirr can be reached at [email protected]