ITSS Home : Customer Support : Accomplishments 2006-07

Improve Classroom and Learning Technology

• Upgraded and maintained paper and web documentation for all general-purpose classrooms.
• Researched and planned enhanced control systems for all general-purpose classrooms.
• Improved support for Student Response Systems (clickers) for the campus.
• Expanded the Multimedia Hub and planned its move to the Library.
• Participated on the planning team for the Library Learning Commons.
• Moved equipment in and out of classrooms in response to building renovations in Bohannon and Life Science. Planned classroom equipment for the new LSBE building.
• Installed suite of technology in two rooms at NRRI.
• Sponsored Tech Fest 2007, which showcased 117 presenters and drew over 951 attendees.
• Sponsored the Student Web Contest, with ten submissions and three winners.
• Delivered Tech Camp 10 to 15 participants in January 2007.
• Completed the sixth Technophytes Cohort, and launched the seventh.
• Provided support for emerging technology tools: UMConnect (desktop conferencing), WebVista and Moodle (course management), UThink(blog), Jabber (instant messaging), WIKIs, podcasting and vodcasting.
• Improved solutions for WebDrop and Clickers.

Improve Student Services

• Expanded support to students for computers with viruses, spyware, or other problems.
• Provided support for laptop programs in Journalism, Theatre, and CLA.
• Provided support for 12 full-access computer labs and 4 basic-access computer areas.
• Improved staffing efficiency and reduced student payroll for lab support by 30 percent, thereby reallocating funds to hardware and software.
• Implemented LabStats program for real-time use statistics and maps for computer labs.
• Supported collegiate computer labs in SFA, CLA and SBE.
• Improved adaptive hardware and software services for students with disabilities.
• Provided telephone and network services to 3086 students living on campus.
• Improved supervision of student employees, including improved student handbook, promotion form, and new scheduler program.

Improve Services and Support for Customers

• Continued planning for improved customer service interface to help desk and project management.
• Improved Customer Service web site.
• Planned customer outreach for Orientation, Bulldog Bash, and Parents Weekend.
• Improved Help Desk console, processes, and communications. Responded to 13,340 calls for assistance, over 60 percent of which were solved at the Help Desk.
• Provided computer hardware and software repair and support. Cleaned up many computers infected with viruses, worms, spyware, and bots. Provided service for 2218 computers and responded to 3634 Help Desk calls.
• Developed new web and database systems for Housing, Career Services, and the Alumni Office.
• Supported vendor products for Facilities Management, Rec Sports, Food Service, and Health Services.
• Introduced eClasses on web accessibility, online technology training opportunities for faculty and staff.
• Delivered 12 new workshops, seminars, or brown bag lunch presentations. Delivered one new eClass.
• Assisted 14 departments with web site development and maintenance.
• Awarded 10 VDIL summer grants and supported researchers doing grant-supported work.
• Improved the web portal for UMD.
• Created a touch-screen information kiosk for Solon Campus Center.
• The VDIL provided support for faculty in QuarkXpress, game modding, ProTools, iMovie, idvd, Final Cut Pro, InDesign, Photoshop, scanning, Maya, 3D Studio Max, phoretix 2D, and others.

Improve Fiscal Management

• Revised our rates for FY2008 based on ISO principles and regulations.
• Prepared and completed billing on time for 11 months.
• Improved document retention procedures and reduced stored documents.
• Implemented new budget model that moves more services from chargeback to central funding.

Improve Computer, Network, and Physical Security

• Continued to monitor all credit-card applications for security requirements for credit-card transactions.
• Worked with all campus units to bring the campus into compliance for desktop and laptop security.
• Converted to secure email and assisted customers to comply. Improved anti-virus and anti-spam solutions on the email system.
• Developed a data security handout for customers.
• Revised and tightened Help Desk procedures for password changes.
• Completed quarterly reviews of critical servers and annual review of critical applications.
• Began planning for improved communications in emergency situations.
• Coordinated installation of surveillance cameras and related systems. There are now 180 cameras on campus.
• Extended NetReg system for automatic connection registration and security scan to all campus buildings. Began development of similar system for wireless.
• Planned response to a disaster scenario to exercise our operational continuity plan. Improved plan as a result of what we learned from this exercise.
• Improved systems and processes for responding to DMCA violations and network security concerns.

Improve Campus Infrastructure

• Continued integration of voice, data, and video over a common campus network infrastructure.
• Provided network support for building utility monitoring and fire alarms.
• Expanded building network feed to gigabit speed in 39 campus buildings.
• Completed telephone and network rewiring for Bohannon Hall and Health Services. Partially completed rewiring for Darland Administration Building.
• Planned telephone and network infrastructure for Life Science, Sports and Health Center, Malosky Stadium, Solon Campus Center, Cloquet Forestry Center, Civil Engineering, and Labovitz School of Business and Economics.
• Replaced the voice mail system and added unified messaging.
• Installed 70 new wireless access points for a total of 267. Wireless is now available throughout the entire campus, except for residence hall rooms, where wired connections are available for each student.
• Improved email services by clustering servers, installing a new listserve manager, and installing security software.
• Completed multiple web and database programming projects.
• Improved account opening and closing procedures and authentication and authorization protocols.
• Began using VMWare and Solaris Zones technology to reduce the number of servers needed for campus applications.
• Purchased and installed a new cluster system for research computing.
• Replaced the system that backs up all ITSS servers.
• Improved architecture for server access to storage devices.
• Hired a consultant to plan a new data center in Kirby Plaza. Secured funding for this project.

Improve Working Environment for ITSS Staff

• Sponsored a variety of staff appreciation events and community spirit events.
• Completed staff performance appraisals twice during the year.
• One ITSS staff member and one team of three won Outstanding Service Awards.
• Hired one new staff member.
• Coordinated space needs for Kirby Plaza renovation.
• Encouraged staff training and professional development.
• Sponsored one new ITSS team, the Security Team.
• Sponsored three Transformational Leadership Program (TLP) projects.

Participate in Campus Life

• Provided leadership for Campus Web Commitee, EPC Subcommittee on Information Technology and Library, and VDIL Executive Committee.
• Maintained partnerships with Library, Facilities Management, Campus Stores, and Academic Support and Student Life.
• Continued to meet regularly with Academic Technologists, technology staff in collegiate units.