Accomplishments for 2009-2010

Applied learning-space theory to improve learning spaces, including classrooms, computer laboratories, informal spaces, and online environments.
Expanded next-generation classroom technology, including classroom control systems. Installed classroom control systems in all general-purpose classrooms, all ITSS computer labs, and requested departmental spaces.
Supported standard student response system technology in campus classrooms, serving 3767 students in 65 classes.
Provided high-definition digital video, wide-aspect projection, and improved sound systems in selected classrooms and computer labs.
Oversaw classroom infrastructure for building and reconstruction projects: Chester Park, EduE Building and Civil Engineering Building.
Piloted lecture-capture technology with interested faculty.
Completed video recording project for Communication Sciences and Disorders.
Assisted faculty with technology for teaching, learning, and research. Offered Tech Camp 13 in January 2010.
Participated in system-wide planning for the future of course management systems.

Supported collegiate laptop initiatives.
Participated in Bulldog Welcome Week by providing workshops as well as support for student computers and networking.
Worked with UMD Housing to survey students and develop a plan for improving technology in Housing by dropping telephone service and adding wireless network. Began implementation with UMD apartments.
Continued to provide information sessions at freshman orientation and parent's weekend.
Provided Gateway limited warranty repair service for students after Gateway bankruptcy.
Established iTunes U services and YouTube site for UMD.
Facilitated the Student Association Course Guide Contest.
Prepared for conversion to Windows 7 in ITSS student labs by providing hardware upgrades, software compatibility, imaging and distribution testing, and Active Directory transition.
Distributed hand sanitizer and provided daily cleaning of public computing equipment during the pandemic flu outbreak.

Improved customer service by implementing the RT system for billing, measures, and reporting.
Supported replacement and/or enhancement of several departmental computing applications, including CSD, FM, CEHSP, Food Service, Cashiers, and Health Services.
Assisted customers to convert from Mulberry to more modern email clients.
Provided specialized training for faculty in response to the pandemic flu outbreak.
Responded to 26,755 calls to the Help Desk.
Resolved 11,860 trouble tickets.
Improved physical layout and processes of the ITSS TechCenter.
Completed installation of universal instructor podiums in all ITSS full-access computer labs.
Provided technical and service support for computer labs or equipment in Disability Services, Library, AILRC, CLA, LSBE, Athletics, SFA, and the Tutoring Center.
Provided network access and technology services for the Tall Ships event at Bayfront Park.
Began ITSS web site redesign and developed a TechCenter presence on Facebook.

Revised our rates for FY2011 based on ISO principles and regulations.
Completed business planning, process design, programming, and testing of billing ITSS external customers through EFS in compliance with University policy.
Implemented departmental process to better report 5 W's for all transactions to comply with University policy.
Prepared and entered the FY11 budget incorporating the new position budgeting model.

Led initiative to improve campus computer and network security.
Combated viruses, worms, scams, and other security threats.
Expanded the number of video surveillance systems on campus.
Worked with campus units to consolidate servers into secure server rooms.
Completed an inventory of all campus servers.
Responded to a major change in the vulnerability scan process for server, which now requires local management and monthly scans.
Provided support for building automation systems used by Facilities Management.
Improved authorization and authentication systems for computer systems and applications.
Expanded use of campus firewall to protect eight subnets that require additional security, such as credit-card networks.
Completed biannual review of credit-card workstations.
Exercised and updated operational continuity plan.
Converted emergency alert system to new vendor.
Responded to over 2800 security risk notifications.

Maintained high availability, scalability, service continuity, security, and data integrity of network and system infrastructure.
Extended capability for 100 Mbit data to the desktop to 33 campus buildings.
Established capability for gigabit data to the building in 41 campus buildings.
Completed conversion to Convict system for recording and managing network connections.
Upgraded the telephone PBX and voice-mail system.
Provided 'N' style radios for significant improvement in wireless connectivity.
Oversaw telecommunications infrastructure for building and reconstruction projects: the EduE Building, the Civil Engineering Building, Glensheen, Bagley Classroom Building, Darland, and WDSE.
Continued to upgrade computer systems using clustering and mirroring techniques to provide maximum up-time. Expand the use of virtual server technology to improve efficiency and reduce costs.
Completed a redundant core for the network backbone and developed redundancy in network feeds to campus buildings.
Established 10-gigabit communications in the primary data center.
Developed email and authentication infrastructure to support the conversion to Google.
Collaborated with regional groups to plan middle-mile broadband expansion using federal stimulus funds.

Continually reviewed and revised ITSS staff handbook. Regularly reviewed all ITSS policies.
Revised policies for overtime, premium pay, and vacation reporting.
Occupied final block of offices in Kirby Plaza first floor.
Redesigned TechCenter computer repair work space.
Improved social opportunities and built community within the ITSS staff.
Encouraged staff training and professional development.
Provided a working environment for staff that encourages them to remain employed at ITSS.
Continued to emphasize importance of a healthy and safe working environment for staff.
Provided orientation, training, a student handbook, and other resources for student employees.

Guided and enhanced the use of technology across the UMD community.
Maintained strong collaboration and coordination between IT staff within UMD units, ITSS, and UM System technology units.
Met and coordinated activities with our campus partners.
Contributed to campus governance and activities by serving on committees, task forces, commissions, etc.

Determined the future of Active Directory at UMD and began implementation.
Planned and tested Google Apps solutions for the UMD campus.
Reviewed the IT landscape for useful emerging technologies.
Investigated shared software distribution methods for student-owned computers.
Improved support for mobile computing.
Increased data storage and developed services and pricing for large storage needs.

Past Accomplishments