Date: Mon, 01 Nov 1999 09:54:55 -0500
From: Margaret Wilke <wilke@pa.msu.edu>
To: ca@pa.msu.edu
CC: perkins@pa.msu.edu, neary@pa.msu.edu
Subject: Computer Assistants' assignments

Hello Computer Assistants,

Since we have more staff now, we are going to organize the project
assignment and direction responsibilities a bit differently.  Each
Computer Assistant will be assigned to a particular staff person for
primary project assignments and regular (daily) communication about
progress, problems and work schedule as follows:
	
1. Rob Neary will direct the Windows PC and Mac work.  For now, he would
like to receive all PA Helpdesk requests for PC and Mac work.  Then,
once he determines the best course of action, he will re-route the case
to a Computer Assistant and direct the work.  Jason Hicks, Khoa Lam and
Jeff Bowes are assigned to work with Rob on most of the Windows PC and
Mac work.  However, there will be some times when it is best for Rob
to assign the work to Chris, Jazcek or Nick; Rob will work with Maggie
and George to coordinate this.

2. George Perkins will direct the work of Nick Kreucher.  Nick will
still be the one to route PA Helpdesk requests to the appropriate
person, as he has been doing, and he will keep all of his present
assignments.  There will be some times when it is best for George to
direct the work of other Computer Assistants; George will work with
Maggie and Rob to coordinate this.

3. Maggie Wilke will direct the work of Chris Wilkinson and Jazcek
Braden.  Chris and Jazcek will keep their present assignments.  
Maggie will also direct some projects which overlap with others' 
responsibilities and will coordinate this with George and Rob.

If you think that a Helpdesk case or other problem should be referred 
to the Electronics Shop (ESHOP: Barry Tigner or Bob Raine), review this 
with one of the full-time staff (Rob, George or Maggie).  Then Rob, 
George or Maggie will complete the ESHOP work order and serve as the
contact person on the case.  If it is an urgent problem (e.g. network 
outage), then you should contact the ESHOP immediately to resolve the
problem.

Everyone will be involved in year-2000 remediation for the rest of the
year.  You should all learn the procedures for year-2000 updates and
remediation on Windows PCs, even if this is not your primary 
responsibility.

Informative emails or memos should be added to the PA Helpdesk cases
that are routed to you on a regular basis.  This can be accomplished by
sending a cc to helpdesk when you email someone about a case.  Another
way is to edit the Helpdesk case file directly.  This doesn't take long,
but shows that you are doing something to solve the case.  For three
good examples of this, see Current case #991015.04 "Network problem with
Macintosh computers", Resolved case #991015.05 "346 Giltner -
g77,xmgr,accounts,xmgrace" and Resolved case #991015.01 "lisa ruess's G3
netscape troubles".

You must keep track of the hours you work on a daily basis.  You may
also
be asked to keep a log of the specific work that you do.  Your timesheet
must be turned in to Maggie Wilke by the deadlines published by Janice
Ridenour, usually 5pm on Mondays, bi-weekly.  It is expected that all
paid work hours are spent on work for the PA department and that you 
have reviewed this work with your assigned staff person.

We are going to keep our regular staff meeting time of Fridays from 
3-4pm, since everyone is available at that time.  The staff meeting is 
to review Helpdesk cases and for informal sharing of information about
computer work.  You are required to attend staff meetings.  If you 
cannot come to one of the staff meetings for some reason, please let 
your assigned staff person know about this ahead of time and provide 
updates on your current projects.

Please let me know if you have any questions about this memo.

Thanks,
Maggie