Work Term 1 Report

During my work term at the University of Guelph's Computing & Communications Services (CCS) department, I served as a Website Training & Support Specialist Co-op. This role provided me with valuable experience in web platform management, client support, and digital accessibility. Throughout my term, I worked closely with the developers team to balance technical responsibilities with user education, focusing on making complex web technologies accessible to non-technical users while ensuring compliance with accessibility standards. My position was instrumental in bridging the gap between technical systems and end-users, ensuring that university departments could effectively manage their digital presence.

The University of Guelph's Computing & Communications Services (CCS) serves as the central IT department, providing essential technology infrastructure and services to the university community. CCS operates under six core values: Service Culture, Integrity, Individual Leadership, Teamwork, Agility, and Communication. The Web & Development Solutions team, where I was placed, specializes in delivering and maintaining websites using Drupal, Content Hub, and SharePoint platforms. The team provides comprehensive services including hosting, support, training, and security maintenance, ensuring all campus websites maintain a standardized, U of G branded, responsive, and AODA-compliant presence. This commitment to excellence in digital services helps maintain the university's reputation as a leading educational institution.

As a Website Training & Support Specialist Co-op, my primary responsibilities included:

• Delivering expert training and technical support for Drupal, Content Hub, and SharePoint platforms to enhance client proficiency and platform efficiency
• Developing comprehensive documentation, release notes, and training materials to ensure clarity and accessibility for users
• Conducting thorough accessibility audits and collaborating with developers to resolve issues, ensuring compliance with AODA standards
• Providing comprehensive website and content management support to campus clients
• Participating in weekly Agile Scrum development processes to streamline workflows and improve system usability
• Managing client design and customization requests efficiently within the Agile framework
• Handling client queries and resolving technical issues promptly
• Collaborating with developers to identify and fix bugs in ContentHub, Drupal, and SharePoint systems

A typical day might involve attending the daily scrum/standup meeting, checking FootPrints for any tickets to work on, conducting one-on-one or group training sessions, updating documentation to reflect new features, working on website issues and accessibility complaints, and identifying bugs in ContentHub, Drupal, and SharePoint systems. The role required a balance of technical knowledge and excellent communication skills to effectively support clients with varying levels of technical expertise.

Learning Goals

• Develop public speaking and teaching skills through leading client training sessions on Content Hub, Drupal, and SharePoint
• Enhance problem-solving abilities by handling complex support tickets and collaborating with team members
• Improve time management and organizational skills while managing multiple client requests across different platforms
• Strengthen interpersonal communication skills in managing client expectations and handling complex website changes
• Master the Content Hub migration process and best practices for maintaining data integrity and accessibility
• Develop expertise in web accessibility standards and implementation
• Enhance documentation and technical writing skills

Achievements

• Successfully delivered multiple training sessions, receiving positive feedback from clients
• Created and maintained comprehensive documentation for platform features and updates
• Conducted accessibility audits and implemented solutions to ensure AODA and WCAG 2.0 compliance
• Successfully completed multiple website migrations while maintaining data integrity, such as UAIC and the Real Estate Division
• Developed strong client relationships through effective communication and support
• Streamlined workflows and improved system usability through Agile Scrum participation
• Enhanced platform efficiency through expert training and technical support
• Worked closely with clients to solve technical issues and improve their website experience

Oral Communication – Leading Client Training Sessions

I successfully developed my public speaking and teaching skills by conducting numerous training sessions for clients on Drupal, Content Hub, and SharePoint platforms. Through careful preparation and clear communication, I made complex technical concepts accessible to non-technical users. The positive feedback received from multiple client sessions and the increased confidence shown by clients in managing their websites independently demonstrated the effectiveness of my training approach.

Problem-Solving – Handling Complex Tickets

I significantly improved my problem-solving abilities by actively seeking out and successfully resolving challenging tickets in FootPrints. By stepping outside my comfort zone and utilizing resources like the wiki, I developed effective solutions for unfamiliar issues. Collaboration with team members enhanced my ability to tackle complex problems, and I gained confidence in handling similar issues independently.

Time Management – Managing Multiple Client Requests

I strengthened my time management skills by efficiently handling multiple client requests across Drupal, SharePoint, and Content Hub platforms. Through effective prioritization and organization, I maintained consistent progress on all projects while meeting deadlines. The positive feedback received from both clients and team members validated my improved ability to manage multiple responsibilities effectively.

Client Communication – Managing Expectations

I developed strong interpersonal communication skills in managing client expectations and handling complex website changes. Through effective communication and collaboration with clients, I ensured their satisfaction with the services provided and addressed any concerns promptly.

Drupal to Content Hub Migration Process

I developed comprehensive expertise in the Content Hub migration process, successfully guiding multiple departments through their transitions from Drupal. By implementing best practices and maintaining strict attention to data integrity and accessibility standards, I ensured smooth migrations. The successful completion of multiple full-site migrations, along with positive client feedback, demonstrated my mastery of this complex process.

This work term significantly enhanced my technical and professional skills. I developed expertise in web accessibility, content management systems, and technical communication. The experience taught me the importance of balancing technical knowledge with user-friendly communication, especially when working with non-technical clients. I learned to manage multiple priorities effectively while maintaining high-quality service standards. The exposure to Agile methodologies and team collaboration has prepared me well for future roles in technology and client support. This experience has reinforced my interest in web development and accessibility, and I look forward to applying these skills in future opportunities. The role provided valuable insights into the intersection of technology and user experience, emphasizing the importance of making complex systems accessible and user-friendly.

I would like to express my sincere gratitude to the entire Developers Team at CCS for their guidance, assistance and support throughout my work term. Special thanks to Vinod, my supervisor, for providing valuable mentorship and opportunities for growth. I also appreciate the support from my co-op coordinator and the University of Guelph's Co-op Office for facilitating this valuable learning experience. The collaborative environment and commitment to excellence at CCS have been instrumental in my professional development.