1. Preparing for Campus Testing
GE 1222 – Campus Testing Support for New Technicians

2. Objectives
Define communication between the Technician and the Testing Coordinator
Determine amount of additional technology assets needed for success
Identify and verify usability of on-campus hardware to be used during testing
Design a well-organized testing environment
Support the technology during testing
Break down the technology
Validate the success of technology use during testing

3. Great Expectation 2

4. GE 2.1 - Coordinator contact
Communication is the Key to Success

5. Communication is the key to success
Meets Expectations
Contacts and maintains open communication with the campus testing coordinator two weeks before testing.
Exceeds Expectations
Contacts and maintains open communication with the campus testing coordinator three weeks before testing.
Clearly Outstanding
Contacts and maintains open communication with the campus testing coordinator one month before testing.

6. Communication is the key to success
Testing Coordinator’s iSupport Session Tickets
Coordinator will create a ticket for each testing session.
Session = any testing going on in a single room at a given time.
For example, if room 1600 and 1601 both have morning testing sessions on the same date, it is considered two separate sessions, and they will each have separate tickets created.
The ticket will contain all the applicable information for that session.
Number of students testing
Number and type of devices to be used (desktop, laptop, Chromebook, etc.)
Time and date of testing session
Room to be used
Name of the Testing Coordinator

7. Communication is the key to success
Testing Coordinator’s iSupport Session Tickets
Assign each ticket an SLA of 5-3.
Keep them in the Campus Queue.
Makes notes in the applicable session ticket as information changes.
Close the ticket when the session indicated has ended.
Be sure to include notes about success of the session.
“testing was successful”
“power failure, but testing resumed successfully”

8. Communication is the key to success
Creates a paper trail of documented information
Can directly via iSupport tickets (keeps everything in one place)
Call or Text
Not necessary, but some might prefer
Plan to Meet
In customer service, there is no better way to communicate

9. GE 2.2 – Testing and preparation
Preparation Precedes Performance

10. Preparation precedes performance
Meets Expectations
Prepares and tests software and hardware prior to first day of testing. Includes at least five spare pieces of equipment that have also been tested in the event of a hardware or software malfunction on another device.
Exceeds Expectations
All preparations have been documented and shared with the Testing Administrator to enable the equipment to be easily gathered and distributed.
Clearly Outstanding
Everything has been tested, and all equipment is logged in and waiting at the testing site before students arrive for testing.

11. Preparation precedes performance
Hardware (Desktops and Laptops)
Check for hardware issues a couple weeks in advance.
For warranty issues, create an iSupport request, and assign it to Prime.
For non-warranty issues, create an iSupport request, and assign it to the TSC.
Network
If using a lab, make sure every drop is functioning properly by logging into the desktops.
If using wireless, verify that the WiFi in the area is functioning properly.
Software
Ensure the TestNav client is installed on the devices and opens properly.

12. Preparation precedes performance
Supply a number of devices equal to the number of students testing in each room plus an additional 5 or 10%, whichever number is higher.
If there are 20 students testing in a room at one time, provide 5 extra devices for testing.
If there are 60 students testing in a room at one time, provide 6 extra devices for testing.
If there are 40 students testing, 20 in two separate rooms, provide 5 extra devices in each room for testing.
If there are 120 students testing, 60 in two separate rooms, provide 6 extra devices in each room for testing.

13. Preparation precedes performance
Document the Setup
Take some pictures of the prepared testing area.
Capture as many computers as possible with TestNav loaded.
Create a list of wireless carts and their laptops to ensure all laptops are returned to the correct cart after testing.
Share the Documentation
Send the documentation to a supervisor and to the campus testing coordinator.

14. Preparation precedes performance
Chromebook Preparation
Check version (No 62!)
Locating TestNav
Chargers are not needed during testing
As long as they are charged overnight!

15. Preparation precedes performance
Windows Preparation

16. GE 2.3 – Environment preparation
Safety Doesn’t Happen by Accident

17. Safety doesn’t happen by accident
Meets Expectations
Testing environment is well organized and free of clutter.
Exceeds Expectations
Equipment is set up around a design that keeps students and staff from accidentally powering something off or tripping.
Clearly Outstanding
Safety and technical concerns have been addressed in coordination with the Testing Coordinator and successfully implemented.

18. Safety doesn’t happen by accident

19. Eighty Percent of Success is Showing Up
GE 2.4 – presence
Eighty Percent of Success is Showing Up

20. Eighty Percent of Success is Showing Up
Meets Expectations
Supports technology resources in use during testing days.
Exceeds Expectations
Assigned campuses are appropriately supported while assigned Technician is supporting the testing initiative without additional assistance from other Technicians.
Clearly Outstanding
Is able to support testing and monitor campus service requests at the same time.

21. Eighty Percent of Success is Showing Up
Make yourself readily available to your testing coordinator the day of their exam.
Show up early—at least an hour before the exam is set to begin.
Power on the devices, including the extras.
Open TestNav on every device.
Assist the testing coordinator with entering login information in the username and password fields. DO NOT SUBMIT the login credentials. Just enter the data so that students can quickly verify their information is correct and click the login button.
Keep the testing coordinators calm. Be positive. Reassure them that everything will go smoothly even if there are minor hiccups.
Once the exam has been started and everything is running smoothly, address iSupport tickets at that campus. If this is the second day of testing, you may address iSupport tickets at a nearby campus. Remember to give the testing coordinator a way to contact you should the need arise while you are out of the room.

22. GE 2.5 – Completion & Documentation
Every Success Starts with a Plan

23. Every success starts with a plan
Meets Expectations
Validates that testing day is technologically successful.
Exceeds Expectations
Testing is complete and successful. Additional documentation is not provided.
Clearly Outstanding
Information has been provided that showcases the successful testing session.

24. Every success starts with a plan
Remember that PAR Report used for communicating with the testing coordinator?
In the Resolution field of that same PAR Report, include some summary data.
“Testing completed successfully on [DATE] with no issues.”
“Testing completed successfully on [DATE], although power went out for one hour. After the power came back on, each exam was successfully restarted, and each student finished without further interruption.”
“Testing completed successfully on [DATE] with no issues. I sat with the testing group for two hours before giving my cell phone number to the testing coordinator and leaving to address iSupport tickets. The testing coordinator sent me a text message at 3:15 PM telling me that both the morning and afternoon testing groups completed successfully with no issues.”