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A Support Crisis of Our Own Making? Training Versus Equipping


For those in technology support roles who are groaning under ever-increasing demands for training -- focus less on training and more in equipping.

Jeffrey L. Overholtzer

Overholtzer helps lead assessment, planning and communication efforts for Information Technology Services, a 35-person department at Washington and Lee University.

His previous role as head of the Technology Integration Group involved oversight of the Help Desk, student computing coordinator and technologists assigned to academic and administrative departments. In that role, he was responsible for planning, budgeting and purchase of hardware, software and services in support of desktop computing needs of faculty and staff. He helped launch an information fluency program at Washington and Lee, and has led local and national projects in digital asset management.

A former journalist and professor of communication and journalism, he has served on the EDUCAUSE Publications Advisory Committee and the EDUCAUSE Quarterly Editorial Committee. A fellow of the Frye Institute in 2007, he has made presentations in numerous settings, including meetings of EDUCAUSE, NITLE, CLAC and ACM-SIGUCCS (Management Symposium).


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