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David V. Eckerwww.davidecker.com
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Stony Brook and Client SupportStony Brook University
Located 60 miles east of New York City22,000 students, 10,000 students live on campus20 residential hall buildings.
Client Support Provides Faculty/Staff and Student support13 Professionals (8 Faculty/Staff, 2 student, 1
manager)12 students in Student support8 students in Faculty/staff support
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Economy and IT changeBudgets shrinking
Technology changeHardwareSoftwareNetworking
Where does it end?
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The Death of the Desktop
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The Storm
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Time for a Choice -Which is more important when you manage an IT group?The TechnologyResources
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1. Break fix – reactive team2. Innovative team3. Project oriented team4. None of the Above
Look at the future of technology - where do you see your group fitting in?
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My answer:
We all have to change to be innovators and strive to improve ourselves.
Only problem.. How do I do this?
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Orientation OpportunityOne thing I always been able to take
advantage of is to see an opportunity and run with it.
Play Orientation Video
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Laptop Check?Script to check for patches.
Our student registration system requires Windows Patches….
Here is the quick script..
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CommunicationsWe strived to improve communication for the
Information technologyBlogFacebook Fan pageTwitter sites
http://twitter.com/sbresnet
SB Tech site (internal communications for University support) http://teams.stonybrook.edu/clientsupport/sbtech
Live Chat
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Remote SupportBomgar
Blackberry supportEscalation Phone Support DesksKnowledge baseSelf Directed diagnostics
https://survey.stonybrook.edu/
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In Person SupportStony Brook opening weekend Triage CenterElimination of Room visit supportDrop in Center – expansion and standards
8 hours or lessWarranty work for Dell onlyMulti-Boot DVD
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TrainingWe all conduct training for our students now
lets branch this idea outTraining to students in Resident halls or other
places on campus.WebNars with http://www.dimdim.com/Host technical question and answer sessions.
Training onCombo FixKeePass
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Application SupportIf the desktop is dead where does it leave us?
Applicaton Specific SupportR25Stony Brook ReportingAnti-Virus System managementSCCM
Terminal ServerGPO management
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Wireless Walk in Center
30 minutes max service timeWireless connectivity issuesAppointment systemDocument of common questions/answersMobile Device support (iPhones and
Blackberries)Application help
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Lets Predict Technology’s Future?
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Email?Is Email an
outdated technology?
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Embrace New Technology
NetbooksThe new social networking sites.. Ning.comMobile DevicesTethered blackberries or broadband cardsMicro projectors for faculty and students
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Out of the Box thinkingTo keep innovating along the same lines as the
Orientation video and the script, what do I need to do?
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Questions
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InformationDavid V. [email protected] of Desktop Support – Stony Brook
Universitywww.davidecker.comTwitter: davidvecker
Resnet Evaluation: http://www.resnetsymposium.org/rspm/
evaluation/