A major function of the ACMS Instructional Technology Support (ITS) group is providing faculty assistance with Ted, UC San Diego’s learning management system. Instructional Technology Support Assistant Quyen Tran is a new member of the ITS team and an addition to the first line of support for Ted.
“A big part of my job is helping faculty with everything related to Ted,” Quyen said. “I answer a lot of their questions through email or phone. Sometimes I [provide] in-person help.” Many times, this involves helping faculty navigate inside of Ted to find the feature that they need. When faculty encounter more complicated issues, Quyen works with other ITS members to ensure that Ted is running as smoothly as possible.
As a UC San Diego alumna, Quyen was familiar with Ted from the student side before she joined ITS. “As a student I didn’t know much about it, except that you could upload stuff on it,” Quyen said, “but now working on the other side with instructors I can see that you can do a lot…with it, such as facilitate really useful discussions.” Quyen is particularly impressed with the feature that lets faculty create tests inside Ted and save the questions for use in future courses. She also recommends that more faculty try the surveying tool and Ted’s i>clicker integration, which Quyen said is very easy after a little practice.
Quyen loves the fact that supporting faculty is a significant part of her job. “I get really, really excited when a professor is really happy about the work I did,” she said. Quyen can get a wide variety of requests assisting faculty with instructional technology needs and she often collaborates with other departments to find the right solution.
Though Quyen is new to ITS, she is an ACMS veteran. As a student, she previously worked at ResNet/Help Desk as a lead technician, providing first tier support for all of ACMS’s services. “The biggest difference is as a Help Desk technician you are expected to know a little bit of everything, to troubleshoot everything from networking to software to hardware,” Quyen explained. “Working at ITS, the main thing is that you have to know a lot of one thing, which is Ted and what it does.” Her time at the Help Desk prepared Quyen for her role with ITS by developing her customer service skills and ability to explain technical details to people who may not have a technical background.
Quyen spends much of her free time with her two dogs Belle the Husky and Lemon the Shar Pei/Golden Retriever mix. The trio can often be found at dog-friendly beaches, like Fiesta Island and the Ocean Beach Dog Beach. When not frolicking with her pups, she regularly dances and does yoga.
When you stop by Quyen’s office, check out her favorite item on her desk: a ninja star supporting two ninjas on springs, left there by a former occupant of the space. Quyen described her first encounter with it, saying, “I thought, ‘This is weird,’ so I tried to pick it up, but it’s stuck there. Now it’s actually becoming my favorite part of my desk because I like to bob it around.”
When you need help with Ted, give ITS a call at (858) 822-3315 or drop them an email email@example.com. Quyen and the entire ITS team are ready with their ninja skills to dispatch whatever issues you may encounter.
ACMS Aces is a series of articles that highlights the dedicated employees of Academic Computing & Media Services at UC San Diego. Keep checking back to find out more about the people behind the magic at ACMS!