OIT Staff Members Present at the HDI San Antonio Local Chapter Event

{June} {28}, {2017}

OIT Staff Members Present at the HDI San Antonio Local Chapter Event

(From left to right: Ben Garcia, Ricky Castillo, James Lee and Linda Dunn (seated in the front row) serve as co-presenters at the HDI San Antonio Local Chapter event.)


Written by: Nicole Duff, Communications Specialist

Director of Customer Services and Operations Support Ben Garcia served as a guest speaker at a recent Help Desk Institute (HDI) San Antonio Local Chapter meeting. Director of Student Computing Services Linda Dunn, Systems Analyst II James Lee and StudentConnect Support staff Ricky Castillo co-presented along with Garcia. The event occurred on June 15 at the New Horizons Computer Learning Center in San Antonio, Texas.

The team’s interactive presentation entitled “Leveraging Social Media within Information Technology,” offered attendees a first-hand look at the UTSA Office of Information Technology’s (OIT) social media strategy.

“Our presentation focused on how we are leveraging social media within IT, particularly how we are using it from a support perspective,” said Garcia, former VP of Communications for the HDI San Antonio local chapter. “Although social media was a big part of the discussion, we also looked at how we utilize social media channels not only for providing information, but also for receiving ticketing requests and offering support.”

 OIT staff presenting at HDI event

(Ben Garcia (pictured left) serves as a guest speaker. James Lee (left) serves as one of the co-presenters at the HDI event.)

During the presentation, the team demoed various social media channels managed by both StudentConnect and wider OIT staff. The team also provided attendees a demo of Hootsuite, a popular social media management platform, for which OIT recently purchased numerous licenses.

In addition, the team offered attendees a glimpse into the history of StudentConnect, a service designed to provide technical support to UTSA students and their personal devices. Launched in August 2016, this OIT service is supported by the StudentConnect team mostly comprised of students.

Other topics the team explored at the event included some of the benefits and challenges associated with integrating social media use within a help desk environment and how social media can be viewed as part of an organization’s brand. The event culminated in a Q&A session.

As a highly attended meeting for the HDI Local San Antonio Chapter, the event boasted representatives from several organizations including Whataburger, CPS and community colleges from the Corpus Christi region. OIT Academic Support Manager Louis Badillo was also in attendance.

“I felt honored that we were invited to present at this meeting,” said Garcia. “HDI invited us to make this presentation after a September 2016 roundtable discussion in which I discussed what we were doing at the time with the StudentConnect launch. I think that discussion helped put UTSA on the map and our recent presentation further promotes what we are doing here at UTSA.”

An international professional association and technical support community, HDI provides a forum for professionals in the IT field to network and exchange best practices. UTSA has been a member of HDI for more than six years.


To learn more about StudentConnect, click here.

To learn more about the HDI San Antonio Local Chapter, click here.

To learn more about Hootsuite, click here.

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