ITSS Home : Customer Support : Accomplishments 2008-09

Improve Classroom and Learning Technology

• Completed installation of enhanced control systems in all general-purpose classrooms.
• Provided high-definition digital video, wide-aspect projection, and improved sound systems in selected classrooms and computer labs.
• Applied learning-space theory to improve learning spaces, including classrooms, computer laboratories, informal spaces, and online environments.
• Improved support for Student Response Systems (clickers) for the campus.
• Upgraded equipment in the Multimedia Hub and moved it to the UMD Library.
• Planned and implemented classroom equipment installations in new and remodeled buildings, including LSBE, EduE, Griggs Center, Chester Park, Cloquet Forestry Center, and HPER.
• Researched video capture for CSD, lecture capture for classes and events, and equipment improvements in campus lecture halls.
• Upgraded and maintained paper and web documentation for all general-purpose classrooms.
• Moved one computer lab from the old SBE building to the Library.
• Delivered Tech Camp 12 in January 2009, with an emphasis on online learning.
• Completed the eighth Technophytes Cohort, and launched the ninth.
• Provided support for emerging technology tools: iTunes U, YouTube, Course Guide, and UMSurvey.
• Improved solutions for WebDrop and eGradebook.
• Worked with collegiate units to develop new ways of delivering curriculum-based technology services to students.

Improve Student Services

• Established the Tech Center as the primary customer service location for ITSS services. The Tech Center includes the Help Desk, Audio-Visual services, Computer Maintenance services, and Student Computing Lab support.
• Expanded support to students for computers with viruses, spyware, or other problems.
• Participated in the expanded Bulldog Bash by providing workshops as well as support for student computers and networking.
• Provided support for 12 full-access computer labs and 4 basic-access computer areas.
• Coordinated numerous software upgrades and purchases for departments using full-access labs.
• Improved supervision of student employees, including improved student handbook, promotion form, and new scheduler program.
• Implemented LabStats program for real-time use statistics and maps for computer labs.
• Supported collegiate laptop initiatives and 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.
• Upgraded the residence hall network.
• Expanded authentication and authorization to partnership labs and basic-access computers.
• Continued to provide information sessions at freshman orientation and parent's weekend.

Improve Services and Support for Customers

• Improved customer service by implementing the RT system for help desk and work tickets. Expanded use of RT to academic technologists, Library staff, and ASSL staff.
• Established the Tech Center as the primary customer service location for ITSS services. The Tech Center includes the Help Desk, Audio-Visual services, Computer Maintenance services, and Student Computing Lab support.
• Developed an information kiosk and piloted digital signage for LSBE.
• Supported replacement and/or enhancement of applications for Facilities Management, Rec Sports, Housing, Career Services, collegiate advising centers, Athletics, Education, Health Services, School of Fine Arts, and the Center for Economic Development.
• Delivered 42 workshops, brown-bag sessions, and eClasses for faculty and staff.
• Provided support and training for faculty research and creative projects through the Visualization and Digital Imaging Lab.

Improve Fiscal Management

• Revised our rates for FY2010 based on ISO principles and regulations.
• Completed conversion of department finances to the enterprise financial system.
• Developed rates for system backups.
• Prepared financial transactions for departmental purchases, payment of vendors, and collection of payment for services provided to customers.

Improve Computer, Network, and Physical Security

• Led initiative to improve campus computer and network security.
• Expanded the number of video surveillance systems on campus.
• Worked with campus units to consolidate servers into secure server rooms.
• 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 subnets that require additional security, such as credit-card networks. Reviewed firewall settings quarterly.
• Completed biannual review of credit-card workstations.
• Exercised and updated operational continuity plan.
• Converted emergency alert system to new vendor.
• Implemented Solutionary log file monitoring for several UMD servers, in conjunction the Office of Information Technology.
• Took over responsibility for vulnerability scanning for UMD servers.

Improve Campus Infrastructure

• Maintained high availability, scalability, service continuity, security, and data integrity of network and system infrastructure.
• Completed the move of servers into the Kirby Plaza data center. Moved equipment into the Kirby Plaza storage room, and completed work on the set-up room.
• Extended capability for 100 Mbit data to the desktop to 25 campus buildings.
• Established capability for gigabit data to the building in 43 campus buildings.
• Completed conversion to Convict system for recording and managing network connections.
• Upgraded the telephone PBX and voice-mail system.
• Oversaw telecommunications infrastructure for building and reconstruction projects: EduE, the new Civil Engineering Building, Malosky Stadium, and Griggs Center.
• Continued to upgrade computer systems using clustering and mirroring techniques to provide maximum up-time. Expanded the use of virtual server technology to improve efficiency and reduce costs.
• Increased network speed and reliability. Provided a redundant core for the network backbone.
• Upgraded, patched, or replaced approximately 90 servers.
• Moved NRRI accounts to the UMD email system.
• Completed AudienceView installation for School of Fine Arts.
• Improved management of campus digital storage systems.
• Improved email system by restructuring storage, providing a quarantine system, and upgrading the virus-scanning system.

Improve Working Environment for ITSS Staff

• Continually reviewed and revised the ITSS staff handbook.
• Occupied the final block of offices in Kirby Plaza first floor.
• Improved social opportunities and built community within the ITSS staff.
• Continued to support professional development opportunities for 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.

Participate in Campus Life

• Guided and enhanced the use of technology across the UMD community.
• Maintained strong collaboration and coordination between IT staff within UMD units, ITSS, and OIT.
• Met and coordinated activities with our campus partners, Facilities Management, Academic Support and Student Life, Campus Stores, and Library.
• Contributed to campus governance and activities by serving on committees, task forces, commissions, etc. This included the EPC Subcommittee on Information Technology and Library, the Campus Web Committee, and the Academic Technologists Committee.

Technology Development

• Reviewed the IT landscape for useful emerging technologies.
• Investigated shared software distribution methods for student-owned computers.
• Researched automated security updates for desktops and laptops.
• Researched encryption solutions for laptop computers.