Conference Session

Green Renewable Energy

Collection

2011 ASEE Annual Conference & Exposition

Authors

David W. Goodman, Indiana University Purdue University, Indianapolis; Heather L. Cooper, The Soundcoat Company

Tagged Divisions

Engineering Technology

, by providing opportunities for the publicto interact with energy technologies in a community-based environment [4]. For this paper,informal means educational interactions which take place outside of the classroom. Educatingyouth through informal channels strengthens the formal school learning, and provides earlyexposure to concepts and applications that will be required knowledge in the workforce of thefuture [2].The goal of the proposed research is to expand efforts in new and emerging alternative energyeducation needed to meet the growing global energy needs. Informal science education methodswill be applied to the energy discipline to provide public exposure to the high-profile concept ofhydrogen and fuel cell technology. This study

Conference Session

NSF Grantees Poster Session II

Collection

2016 ASEE Annual Conference & Exposition

Authors

Aditya Johri, George Mason University; Lori C. Bland, George Mason University; Stephanie Marie Kusano, University of Michigan

Tagged Topics

Diversity, NSF Grantees Poster Session

Paper ID #14520Informal Learning in EngineeringDr. Aditya Johri, George Mason University Aditya Johri is Associate Professor in the Department of Information Sciences and Technology at George Mason University. Dr. Johri studies the use of information and communication technologies (ICT) for learning and knowledge sharing, with a focus on cognition in informal environments. He also examine the role of ICT in supporting distributed work among globally dispersed workers and in furthering social development in emerging economies. He received the U.S. National Science Foundation’s Early Career Award in 2009. He is co-editor

Conference Session

NSF Grantees' Poster Session

Collection

2013 ASEE Annual Conference & Exposition

Authors

Monica E Cardella, Purdue University, West Lafayette; Marisa Wolsky, WGBH Educational Foundation; Christine Andrews Paulsen, Concord Evaluation Group; Tamecia R. Jones, Purdue University, West Lafayette

Tagged Topics

NSF Grantees Poster Session

-school time experiences, the main focus of thesestudies was on students’ curricular experiences. The Informal Pathways to Engineering studyprimarily focuses on students’ out-of-school time experiences (with some exploration of theimpact of these out-of-school time experiences on students’ experiences in school).Studies of learning in informal environmentsWhile little research currently exists on the nature of engineering learning in informalenvironments (with some notable exceptions 9, 10, 11), prior research has been conducted tounderstand how students learn and develop interest in mathematics, technology and science. Forexample, Bell and colleagues conducted a longitudinal study of 16 middle school children’slearning of (and developing

Conference Session

Professional Development Programs for Teachers

Collection

2006 Annual Conference & Exposition

Authors

Kenneth Hunter, Tennessee Technological University; Jessica Matson, Tennessee Technological University; Susan Elkins, Tennessee Technological University

Tagged Divisions

K-12 & Pre-College Engineering

Technologies.” The primaryobjectives of the program were to: • enhance the rigor and relevance of existing K-12 curricula by incorporating content from emerging fields of technology, including nanotechnology, biotechnology, information technology, and others; • encourage students to pursue careers related to science, technology, engineering, and mathematics (STEM); and, • develop a better-prepared workforce in order to attract new industry and business to the partner counties.The efforts of this group resulted in a series of three professional development workshops forteachers and two summer enrichment programs for high school students. The first workshopfocused on the need for including the emerging technologies in

Conference Session

Community Engagement Division Technical Session 6

Collection

2020 ASEE Virtual Annual Conference Content Access

Authors

Jessica L. Murphy Ph.D., Jackson State University; Dawn Bishop McLin, jackson state university

Tagged Topics

Diversity

Tagged Divisions

Community Engagement Division

- ment of Homeland. The purpose of these grants is to establish undergraduate programs in Emergency Management Technology, developing more Emergency Management Practitioners. Dr. Murphy serves as Program Recruiter for the undergraduate Emergency Management Technology Program, and she is the scholarship reviewer from the program. In addition to her role as faculty, Dr. Murphy serves as the advisor for the Jackson State chapters of ATMAE (Association of Technology Management and Applied Engineering) and EPT (Epsilon Pi Tau Technology Honor Society, Delta Beta Chapter). On the national level, Dr. Murphy was pointed by the Epsilon Pi Tau International Office as the Region II Trustee for the Delta Beta Chapter. She was

Conference Session

Mr. Burns' Brainchild: AI in the Springfield STEM Classroom, Release the Hounds!

Collection

2024 ASEE Annual Conference & Exposition

Authors

Geling Xu, Tufts Center for Engineering Education and Outreach; Milan Dahal, Tufts Center for Engineering Education and Outreach; Brian Gravel, Tufts University

Tagged Divisions

Pre-College Engineering Education Division (PCEE)

, implementing ML technologies to teach engineering whilelearning about ML concepts is still novel. There is relatively little research on upper elementaryteachers’ confidence in teaching ML-related knowledge and using emerging ML tools in theirclassrooms.In this study, we explored how teachers’ confidence in using emerging ML technology evolvedin a co-design workshop. We drew on the evidence from studies that showed how training leadsto an increase in confidence and subsequently results in an increase in technology adaptation inclassrooms[17]. We also drew inspiration from the Technology Acceptance Model (TAM), awidely used Information System research model [18] [19], which asserts (teachers’) attitudes areimpacted by (their) sense of utility and

Collection

2001 Annual Conference

Authors

James Newell; Kathryn Hollar; Mariano Savelski; Stephanie Farrell; Robert Hesketh; C. Stewart Slater; Kevin Dahm

Session 1413 Introducing Emerging Technologies into the Curriculum through a Multidisciplinary Research Experience James A. Newell, Kevin D. Dahm, Stephanie H. Farrell, Robert P. Hesketh, Kathryn Hollar, Mariano Savelski and C. Stewart Slater Department of Chemical Engineering Rowan University, Glassboro, NJ 08028AbstractThis paper describes Rowan University’s novel approach to integrating emergingtechnologies into the chemical engineering curriculum. Through an eight-semesterproject-based course sequence, every engineering student works in multidisciplinary on

Collection

2015 Spring ASEE Middle Atlantic Section Conference

Authors

Ralph C. Tillinghast; Amelia W. Wright; Leslie A. Stevens

Massive Open Online Courses (MOOCs) As Emerging Disruptive Technology in Focused Academic Areas Mr. Ralph C. Tillinghast Dr. Amelia W. Wright Ms. Leslie A. Stevens Stevens Institute of Technology Fairleigh Dickinson University Stevens Institute of Technology rtilling@stevens.edu awright@wmrhsd.org lstevens@stevens.eduAbstract – With the increased availability of Massive Open Online Courses (MOOC) the currenteducational market could undergo a significant change. As indicated by its title, MOOCsrepresent open, free or significantly reduced cost educational course materials. These educationalmaterials span from Pre-K through post

Conference Session

Sustainable Construction Practice

Collection

2010 Annual Conference & Exposition

Authors

Mark Shaurette, College of Technology, Purdue University

Tagged Divisions

Construction

AC 2010-636: THE EMERGENT NECESSITY FOR DEMOLITION ANDRECONSTRUCTION CONTENT IN THE CONSTRUCTION TECHNOLOGYCURRICULUMMark Shaurette, College of Technology, Purdue University Mark Shaurette, Ph.D. Assistant Professor, Purdue University, West Lafayette BBCN, Building Construction, University of Florida, 1975 MS, Civil Engineering, Massachusetts Institute of Technology, 1980 Ph.D., College of Technology, Purdue University, 2007 Mark’s 30+ years of construction industry experience includes owning and operating a custom homebuilding company in addition to senior management positions with one of the largest homebuilders in the nation as well as a regional commercial/residential development

Conference Session

Technical Session 1d

Collection

2017 Pacific Southwest Section Meeting

Authors

Reza Raeisi, California State University, Fresno; Vidya sagar reddy Gopala P.E., California State University, Fresno

Tagged Topics

Pacific Southwest Section

applications for emerging memory technologies. IEEE Design & Test of Computers, (1), 44-51.[7] Raoux, S., Burr, G. W., Breitwisch, M. J., Rettner, C. T., Chen, Y. C., Shelby, R. M., ... & Lam, C. H. (2008). Phase-change random access memory: A scalable technology. IBM Journal of Research and Development, 52(4.5), 465-479.[8] Qureshi, M. K., Srinivasan, V., & Rivers, J. A. (2009). Scalable high performance main memory system using phase-change memory technology. ACM SIGARCH Computer Architecture News, 37(3), 24-33.[9] Chen, K., Yu, Z., Xu, C., Liu, J., & Li, X. (2014, April). Improving power efficiency of GPGPU's global memory by a hybrid memory approach. In Information Science and Technology (ICIST), 2014

Conference Session

Emerging Computing and Information Technologies II

Collection

2016 ASEE Annual Conference & Exposition

Authors

Samuel Moses, Brigham Young University; Nathaniel Scott Baker; Dale C. Rowe, Brigham Young University

Tagged Divisions

Computing & Information Technology

Paper ID #17379Helping the Human Element: Educating in Social EngineeringSamuel Moses, Brigham Young University Samuel Moses is a Security Analyst at Brigham Young University Office of Information Technology. He earned his Bachelors in Information Technology August 2015, emphasizing in the fields of System Administration and Cyber Security. Currently Samuel Moses is working on his Masters in Technology emphasis in Cyber Security.Mr. Nathaniel Scott Baker Nate is a recent addition to the BYU Cyber Security Research Lab. After graduating from high school at the age of 16, he attended junior college at Sierra college for

Conference Session

Emerging Computing and Information Technologies I

Collection

2017 ASEE Annual Conference & Exposition

Authors

Damla Turgut, University of Central Florida; Lisa Massi, University of Central Florida; Salih Safa Bacanli, University of Central Florida; Neda Hajiakhoond Bidoki, University of Central Florida

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

sensor network routing and security. He is member of Upsilon Pi Epsilon honorary society,ASEE and Order or Engineer.Mrs. Neda Hajiakhoond Bidoki, University of Central Florida Neda Hajiakhoond Bidoki is a Ph.D student at the Department of Computer Science at University of Central Florida. Her research interests includes machine learning, data analysis, computer networks, mobility models and network models and analysis. She received her M.Sc. in Network Engineering from Amirkabir University of Technology and her B.Sc. in Information Technology from Sharif University of Technology. c American Society for Engineering Education, 2017 MULTIDISCIPLINARY UNDERGRADUATE RESEARCH

Conference Session

Emerging Computing and Information Technologies I

Collection

2017 ASEE Annual Conference & Exposition

Authors

Tamer Omar, East Carolina University; Philip J. Lunsford II, East Carolina University

Tagged Divisions

Computing & Information Technology

. Other technicalconcepts addressed in this course include wireless network security, mobile devices security accesscontrol fundamentals, authentication and account management. Finally, concepts of businesscontinuity, risk mitigation and vulnerability assessment are additionally presented to the students.The course is divided into two sections; course lectures and laboratory exercises. The studentsshow a high interest in admission to the course and they usually end the semester with a goodawareness about these areas in information technology. The enthusiasm provided in this course tothe students is one of the factors that increases the number of students willing to purse aspecialization in information security during their junior and senior

Conference Session

Emerging Computing and Information Technologies II

Collection

2017 ASEE Annual Conference & Exposition

Authors

Sushma Sanga, Bosch Inc; Ali Eydgahi, Eastern Michigan University

Tagged Divisions

Computing & Information Technology

MIST Space Vehicle Mission Planning Laboratory at the University of Maryland Eastern Shore. In 2010, he joined Eastern Michigan University as an Associate Dean in the College of Technology and currently is a Professor in the School of Engineer- ing Technology. He has an extensive experience in curriculum and laboratory design and development. Dr. Eydgahi has served as a member of the Board of Directors for Tau Alpha Pi, as a member of Advi- sory and Editorial boards for many International Journals in Engineering and Technology, as a member of review panel for NASA and Department of Education, as a regional and chapter chairman of IEEE, SME, and ASEE, and as a session chair and as a member of scientific and

Conference Session

Emerging Computing and Information Technologies I

Collection

2017 ASEE Annual Conference & Exposition

Authors

Mudasser Fraz Wyne, National University; Abdulbaset Abdulaziz Gaddah A.G., University of Umm Al-Qura; Shakil Akhtar, Clayton State University

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

Paper ID #18608IT-Based Solution to Foster Student EngagementDr. Mudasser Fraz Wyne, National University I have a Ph.D. in Computer Science, M.Sc. in Engineering, and B.Sc. in Electrical Engineering. Currently I serve as a Chair for Department of Computer Science, Information and Media Systems and Professor of Computer Science at School of Engineering and Computing, National University. I am also the Program Lead for MS in Information Technology Management and have also served recently as the lead for BSc in Information Systems, the co-Lead for MSc Computer Science and Program Lead for MSc in Database Administration

Conference Session

Emerging Computing and Information Technologies I

Collection

2017 ASEE Annual Conference & Exposition

Authors

Parameswari Ramanathan, Indiana University-Purdue University, Indianapolis; Eugenia Fernandez, Indiana University-Purdue University, Indianapolis

Tagged Divisions

Computing & Information Technology

for few years. She then joined as a Senior IT Consultant at FedEx Corporation, Memphis, TN and worked in Accounts Receivables sys- tem for couple of years. At present, she is working for the Indiana Client Eligibility System (ICES), a FSSA IT division. She is currently attending Masters of Science degree in Computer and Information Technology at IUPUI University, IN. Her major concentration is Applied data analysis and management.Dr. Eugenia Fernandez, Indiana University-Purdue University, Indianapolis Eugenia Fernandez is an Associate Professor of Computer and Information Technology and Chair of the Department of Computer Information and Graphics Technology in the Purdue School of Engineering and Technology at

Conference Session

Emerging Computing and Information Technologies II

Collection

2017 ASEE Annual Conference & Exposition

Authors

Joseph William Beckman, Purdue University; Melissa Jane Dark, Purdue University; Pratik Kashyap, Purdue University; Sumra Bari, Purdue University, School of Electrical and Computer Engineering; Samuel S. Wagstaff Jr, Purdue University; Yingjie Chen, Purdue Polytechnic Institute; Baijian Yang, Purdue Polytechnic Institute

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

Paper ID #20261Cognitive Processing of Cryptography Concepts: An fMRI StudyMr. Joseph William Beckman, Purdue University Joseph Beckman is a Ph.D. student in information security at Purdue University researching cognitive processing as it applies to learning in information security.Ms. Melissa Jane Dark, Purdue University Melissa Dark is W.C. Furnas Professor of Technology in the College of Technology at Purdue University. Her work is in cybersecurity teaching, learning and thinking.Mr. Pratik Kashyap, Purdue University Pratik Kashyap is a PhD student in Electrical Engineering at Purdue University whose field of research

Conference Session

Emerging Computing and Information Technologies I

Collection

2017 ASEE Annual Conference & Exposition

Authors

Brian Patrick, Brigham Young University; Richard G. Helps, Brigham Young University

Tagged Divisions

Computing & Information Technology

Paper ID #18685Cross Platform Usability: Evaluating Computing Tasks Performed on Multi-ple PlatformsMr. Brian Patrick, Brigham Young University Brian Patrick is an upperclassman attending Brigham Young University in pursuit of a BS in Information Technology. Primary interested in studying cyber-physical systems and related applications. Hobbies include participating in the maker community and building enthusiast PCs.Dr. Richard G. Helps, Brigham Young University Richard Helps has degrees in EE and a PhD in Instructional Technology. He is primarily focused on Cyber-Physical systems in IT with related interests in HCI. He is

Conference Session

Emerging Computing and Information Technologies I

Collection

2017 ASEE Annual Conference & Exposition

Authors

Connie Justice, Indiana University-Purdue University, Indianapolis; Rushabh Vyas, Indiana University-Purdue University, Indianapolis

Tagged Divisions

Computing & Information Technology

Paper ID #18888Cybersecurity Education: RunLabs Rapidly Create Virtualized Labs Basedon a Simple Configuration FileDr. Connie Justice, Indiana University-Purdue University, Indianapolis Dr. Connie Justice is a Clinical Associate Professor in Computer and Information Technology (CIT) at the Purdue School of Engineering and Technology at Indiana University Purdue University Indianapolis (IUPUI) and a faculty member of the Center for Education and Research in Information Assurance and Security (CERIAS) at Purdue University. Professor Justice has over 20 years experience in the computer and systems engineering field

Conference Session

Emerging Computing and Information Technologies II

Collection

2016 ASEE Annual Conference & Exposition

Authors

Tae-Hoon Kim, Purdue University - Calumet; Keyuan Jiang, Purdue University - Calumet; Vivek Singh Rajput

Tagged Divisions

Computing & Information Technology

an essential component in IT educationsince virtually multiple systems can be created, modified, tested, and deleted easily with little orno cost. Hypervisor virtual machines have been heavily used in IT education for last decade, butsharing the large resources with the host machine becomes a major limitation of suchtechnology. Recently, emergence of container-based virtual machines provides a lightweightvirtual environment over hypervisor-based machines. This emerging technology has not beenexplored well and adopted in IT education. In this paper, we will investigate and explorecontainer-based virtual machines to provide framework for its adoption in IT education. We willdescribe step-by-step instructions on creating a cluster in single

Conference Session

Emerging Computing and Information Technologies I

Collection

2016 ASEE Annual Conference & Exposition

Authors

Justin L. Hess, Purdue University, West Lafayette; Lorraine G. Kisselburgh, Purdue University; Carla B. Zoltowski, Purdue University, West Lafayette; Andrew O. Brightman, Purdue University, West Lafayette

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

design, innovation and sustainability; synthesizing the influence of societal and individual worldviews on decision-making; assessing STEM students’ learning in the spaces of design, ethics, and sustainability; and exploring the impact of pre-engineering curriculum on students’ abilities and career trajectories.Dr. Lorraine G. Kisselburgh, Purdue University Lorraine Kisselburgh (Ph.D., Purdue University) examines organizing and communicative practices in sociotechnical contexts, particularly collaboration in engineering design teams, spatial and material in- fluences on organizing, and gendered practices in technological settings. She has backgrounds in com- munication, human performance, and computer science, and

Conference Session

Emerging Computing and Information Technologies II

Collection

2016 ASEE Annual Conference & Exposition

Authors

Yujian Fu P.E., Alabama A&M University; Md Hossain Shuvo, Alabama A&M University

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

of mobile and pervasive computing towards the development of severalembedded system has brought about an evolutionary, dramatic, spectacular and unprecedentedchange in the field of technology specially in the mobile and robotics field which has providedthe opportunity to lead a commodious life for the people of all categories as well as pioneered adoor for the researcher to jump into an endless research arena. Several computing platforms havebeen evolved so far, several versatile devices are now at the shore, several research fields havebeen opened but there is still lack of ample research minds in some specific area. Meanwhile,applying well-designed projects in the new emerging areas in mobile computing to the softwareengineering and object

Conference Session

Emerging Computing and Information Technologies I

Collection

2015 ASEE Annual Conference & Exposition

Authors

Smitesh Bakrania, Rowan University; Brad Joseph Johnson, Rowan University

Tagged Divisions

Computing & Information Technology

submit multiple project proposals but only projects populatedwith enough students were set to ‘run’ for the term. Projects are populated based on theassignment algorithm discussed later. Each faculty project submission required informationabout the project purpose and scope to generate a project pitch spreadsheet. The source of aproject’s funding was an important piece of information provided by the faculty. Projects that areexternally funded, such as from a federal grant from NSF or NIH or from an industrial partnermust be populated with the desired amount of students. Internally funded projects depend uponstudents’ interests to determine which projects were selected to run. Project managers alsospecified the minimum number of students

Conference Session

Emerging Computing and Information Technologies I

Collection

2015 ASEE Annual Conference & Exposition

Authors

Forough Sheikh-Ansari, Purdue University; Baijian Yang, Purdue University, West Lafayette

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

Paper ID #13287A Pilot Study on VM Template AuthenticationMs. Forough Sheikh Ansari, Purdue University Forough Sheikh Ansari is currently a Masters student at the Department of Computer and Information Technology in the Purdue University, West Lafayette, IN. Her research area is mainly on the controllability of the complex networks, and application of big data and cloud computing.Dr. Baljian Yang, Purdue University, West Lafayette Dr. Baijian Yang received his Ph.D. in Computer Science from Michigan State University in 2002. He is currently an Associate Professor at Department of Computer and information Technology

Conference Session

Emerging Computing and Information Technologies II

Collection

2015 ASEE Annual Conference & Exposition

Authors

Candido Cabo, New York City College of Technology/City University of New York

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

Paper ID #11804Quantifying Student Progress through Bloom’s Taxonomy Cognitive Cate-gories in Computer Programming CoursesDr. Candido Cabo, New York City College of Technology/City University of New York Candido Cabo is a Professor in the Department of Computer Systems Technology at New York City Col- lege of Technology, City University of New York (CUNY). He earned the degree of Ingeniero Superior de Telecomunicacion from the Universidad Politecnica de Madrid (Spain) in 1982, and a Ph.D. in Biomedi- cal Engineering from Duke University (Durham, NC) in 1992. He was a post-doctoral fellow at Upstate Medical Center, State

Conference Session

Emerging Computing and Information Technologies II

Collection

2015 ASEE Annual Conference & Exposition

Authors

Arturo Camacho, University of Costa Rica

Tagged Topics

Diversity

Tagged Divisions

Computing & Information Technology

Paper ID #13846Simulating the execution of algorithms using students as actorsDr. Arturo Camacho, University of Costa Rica Arturo Camacho is an Associate Professor in the Department of Computer Science and Informatics at the University of Costa Rica (UCR), where he works since 2009. He has taught the courses of Data Structures and Analysis of Algorithms, Sound Processing, and Probability and Statistics. He has done research in analysis of musical and biological audio signals at the university’s Research Center on Information and Communication Technologies (CITIC). He received his Ph.D. and M.Sc. in Computer Engineering

Conference Session

Emerging Computing and Information Technologies I

Collection

2015 ASEE Annual Conference & Exposition

Authors

Afrin Naz, West Virginia University Inst. of Tech.; Mingyu Lu, West Virginia University Institute of Technology; Shahed Mustafa, BridgeValley Community and Technical College

Tagged Divisions

Computing & Information Technology

Paper ID #12961Applying Google Tools to Facilitate Online TeachingDr. Afrin NAZ, West Virginia University Inst. of Tech. Dr. Afrin Naz is an assistant professor at the Computer Science and Information Systems department at West Virginia University Institute of Technology. She is working with high school teachers to inspire the K-12 students to the STEM fields. In last four years Dr. Naz and her team launched six workshops for high school teachers. Currently her team is training the high school teachers to offer online materials to supplement their face-to-face classroom.Dr. Mingyu Lu, West Virginia University Institute of

Conference Session

Emerging Computing and Information Technologies II

Collection

2015 ASEE Annual Conference & Exposition

Authors

Edward F. Gehringer, North Carolina State University

Tagged Divisions

Computing & Information Technology

of expressing aformula, and determine whether one is simpler than another (an example from the paperis that sin2 x + cos2 x + x is the same as 1 + x, but the latter form is the only correctanswer if the question asks the student to simplify the expression).It should be stressed that at the current level of technology, constructed-responsetechniques are not ready for prime time. They require considerable coding effort on thepart of the instructor, and in the case of AACR, at least, the responses must bedownloaded and analyzed by a third-party statistical application. Nonetheless, with moreexperience and tool integration, these techniques offer the promise of substantial speedupin the grading task.4. Automated essay scoringConstructed-response

Conference Session

Emerging Computing and Information Technologies II

Collection

2015 ASEE Annual Conference & Exposition

Authors

Jessica Richards, BYU; Joseph J Ekstrom, Brigham Young University

Tagged Divisions

Computing & Information Technology

Paper ID #14106Automated Identification of Terminological Dissonance in IT and adjacentfieldsMs. Jessica Richards, BYU Graduate student in Information Technology with a background of interdisciplinary work between com- puting and media fields. Highly interested in streamlining the collaborating of technical and creative minds.Joseph J Ekstrom, Brigham Young University Dr. Ekstrom spent more than 30 years in industry as a software developer, technical manager, and en- trepreneur. In 2001 he helped initiate the IT program at BYU. He was the Program Chair of the Informa- tion Technology program from 2007-2013. His research

Conference Session

Emerging Computing and Information Technologies II

Collection

2015 ASEE Annual Conference & Exposition

Authors

James Lohse, Holladay Labs; Reza Sanati-Mehrizy, Utah Valley University; Afsaneh Minaie, Utah Valley University

Tagged Divisions

Computing & Information Technology

employee in the initial stage ofassisting the less trained first-level employees. One of the authors has worked in several technicalsupport call centers and therefore has detailed knowledge of their operations and areas that can beimproved. This paper was inspired by this author noticing much of the communication between variouslevels of employees is not retained or analyzed, leading to a phenomenon of repeating and recreatingthe same efforts day after day, training class after training class.This paper proposes a system of studying the interactions between first- and second-level technicalsupport employees using data mining and machine learning techniques. The proposed system would beinserted into the normal flow of information between first