February 2021 CIO Update
Happy almost Spring! For this month’s entry, I’m highlighting an upgrade to one of our services:
This January, the Desktop Services fixIT operation moved from its previous location in the old RamTech location on Grace Street to the new RamTech store located in the VCU Bookstore. The fixIT team will continue providing repairs for in-warranty and out-of-warranty Apple and Dell computers owned by students, faculty, and staff. Other services offered include macOS and Windows computer setup and installation, data recovery/transfers, malware/virus removal, Windows virtual machine setup, and macOS Boot Camp setup. The fixIT operation works to create Raving Fans through exceptional customer service provided by our team of certified desktop computer repair technicians and student team members.
Numerous service delivery improvements provide a better experience for the team and customers such as an expanded front counter area that accommodates multiple customers at the same time. Thie front counter serves as an initial triage and in-processing center for customers to drop off their devices and pick up loaner laptops from our student team members. COVID-19 precautions were a high priority, including installing plexiglass barriers and 6-foot social distancing indicators placed on the flooring.
The workroom and repair area is also a significant upgrade from the previous location. Besides better lighting via new fixtures and more natural lighting, fixIT has two fully functional technician workbenches for service repair work. This new area increases the storage capacity for computers, spare parts, loaner laptops, supplies, and tools. Network Services partnered with the team to configure network connectivity and migrate a dedicated onsite switch, which serves as the central hub for our dedicated Apple Service Toolkit servers to run macOS hardware diagnostics.
These enhancements translate into a more professional computer hardware repair and software remediation experience and collaborative technology environment for the entire VCU community. To schedule a new repair for a Technology Services computer, please submit a Cherwell ticket at DesktopIT@vcu.edu.
As always, thanks to the TS team and all of our IT colleagues for the excellent work being done to support VCU!