Biography
Debby Boyle is the Computing HelpDesk Manager at James Madison University in the beautiful Shenandoah Valley of Harrisonburg, Virginia. Debby works with the HelpDesk team of 8 full time, 1 part time and 35 student employees to provide consistent, high quality computing support and service to the JMU community. The Computing HelpDesk serves as a single contact point in the Department of Information Technology (IT) for computing problems, inquires, information and requests from the JMU community of students, faculty, staff and affiliates. Recent projects include updating and developing a strong HelpDesk self help and services web presence http://www.jmu.edu/computing/helpdesk, adopting and supporting Vista, Office 2007, and IE 7; soliciting customer feedback through a Technology Satisfaction Survey http://www.jmu.edu/computing/af/ and ongoing incident-based customer satisfaction surveys http://www.jmu.edu/computing/helpdesk/selfhelp/hdstatsmain.shtml; and documenting processes for an internal JMU HelpDesk program review. Deborah received her Bachelor of Science degree from Virginia Tech with additional coursework in the Masters of Public Administration program at Old Dominion University. She holds the Help Desk Manager (HDM), Help Desk Analyst (HDA), and the Customer Support Specialist (CSS) certification from the Help Desk Institute. She is a former HDI Authorized Training partner for the HDM, HDA and CSS certification exams.
