october 2006 monthly report report/october report.pdf · scott oneal – technical director...

Muskegon Community College Office of Information Technology

October 2006 Monthly Report

A Partnership in Technology

Office of Information Technology 1


Office of Information Technology Monthly Report for the Month of October 2006 Created by: Kamlesh Sanghvi, CIO

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October 2006 Monthly Report Table of Contents:

1. Executive Summary 2. Management 3. Remote Resources 4. Return on Investment 5. Administrative Computing 6. Web Applications 7. Network Infrastructure and Telecommunication 8. User Services 9. Lab Services 10. Helpdesk 11. Metrics

OIT Team members: Kamlesh Sanghvi – Chief Information Officer Scott Oneal – Technical Director Patricia Werly – System Analyst Dr. Mark Porcaro – Instructional Specialist Jim Swineheart – User Services Manager Mike Alstrom – Network Administrator John Mihelich – Lab Manager Tom Race – Audio Visual Technician Joan Jolman – System Analyst MaryAnn Williams – Helpdesk Specialist Phyllis Robey – Computer Operator

Office of Information Technology Monthly Report for the Month of August 2006 Created by: Kamlesh Sanghvi, CIO

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Executive Summary

Lab Services Executive Summary Student Technician Development continues to improve as student technicians are assigned to positions in which their skills and abilities can be fully utilized. The Active Directory Migration is moving ahead according to schedule with minor revisions to technician and customer instructions. Standard operating procedure for Lab Services support was reviewed and redefined to place emphasis on customer service, making a distinction between routine software requests and problem reports. Following a lead from a recent Helpdesk COP conference call, the Microsoft Remote Assistance tool was researched. While Remote Assistance is designed to be initiated by the customer, a more appropriate option exists to allow a technician to offer assistance to the customer. This option was researched in depth and, in collaboration with another SunGard site, was installed, configured, and tested. Documentation was created and training was provided to key OIT staff, and the tool was successfully used.

User Services Executive Summary Assistance was provided to the Nursing department making ready for their accreditation review visit. Media deliveries were average to high for this time of the year and saw a number of tight scheduling moves required to meet customer demand. User services activities this month centered on the active directory migration project. Follow up visits to all departments took place after the users had a chance to work with the changed environments. Preplanning visits were also conducted in departments on schedule for upcoming migration. The network administrator provided links to printer monitoring and status pages to be used for usage reporting and remote troubleshooting. Work was completed with lab services to install QuickBooks on 10 computers in L261 lab to be used as homework systems for students.

Network Services Executive Summary The DPU online backup system was configured and brought online to allow disk-to-disk backup of production data. The system was also configured with an external SCSI connection to allow for external tape backup. A removable hot swap drive was installed in the DPU, production data was archived so it can be brought offsite. The AD migration steps were tested in the Testing Services Center and the process was successful. The migration to Windows Active Directory continued, and staff systems were completed. New network switching equipment was received and network connectivity was restored to room 1214 after equipment failure. The Web Advisor server was installed and brought online. A server checklist document was created to assist with future server installs. Network Services worked with Harry Brown to configure and install hardware to support video streaming the MCC television station. Network Services worked with Lab Services to implement Windows Remote Assistance.

Helpdesk Services Executive Summary The helpdesk assisted callers with questions concerning issues related to the AD migration, such as TIP Icon missing from desktop, GroupWise failing to initialize. Most of these calls



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were related to users having to learn new drive letters and changes in print queue names. Overall, the AD migration is going along quite well as the call volume is relatively low. It has been noticed that the athletic and library area call at least once a week with Login problems. It has been recommended that some one-on-one training be offered to these users. The helpdesk answered over 25 calls within a 3 day period.

Administrative Application Summary The Human Resource and Payroll LIVE parallel was done this month. Over all it was a successful run. A WebAdvisor instance was created to display the winter 2007 schedule. Faculty, co-requisite, and pre-requisite information will need to be added. The target date to make this version of WebAdvisor available is November 8. The demographic enhancement patches and the CORE enhancement patches were applied to both versions of Colleague this month. The new enhancement patches were reviewed with the module leads.

Instructional Technology Specialist Executive Summary This month Instructional Technology Specialist created and executed six-week online course on BlackBoard. The course began with 21 students and by the end of October leveled out to 17 students of which 13 are actively participating. In addition, he planned training sessions for faculty and staff for the rest of the Fall 06 semester and began creating much of the training materials including handouts and outlines. In addition, he polled the students and is seeking advice on how to serve the training needs of the college community. He is exploring options for alternative distribution of training including more online professional development courses, or courses delivered via DVD or websites.

[Table of Content]

Management

• Conducted monthly Technology Council meeting, minutes and agenda was posted on the website

• Attended Cabinet and Board of Trustees meeting • IT Strategic planning process was kicked off

[Table of Content]

Remote Resources

• Chris Mattie from Web services helped with Site Builder Toolkit and forms • Perry Goodwyn was onsite helping with Datatel Implementation • Chirsti Segal and Lise Jenkins consultant from Strategic Services kicked off IT

Strategic Planning [Table of Content]



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Return on Investment

ROI Event Units Estimated Dollars

Consultants were brought on campus to assists with IT strategic Planning

2 X 4 hours ($90.00 per hour) $720.00

Resolved Telecommunication order in house instead of calling contractor

17 cases – 11.5 hours of work ($85.00 per hours + $45.00

trip charge)

$1530.00

[Table of Content]

Administrative Computing

Completed Projects/Tasks: • Train Colleague users in the new features of R18 Communications module • Human Resource/Payroll LIVE Parallel • Attended WebAdvisor Administration training • Attended Release System 18 training

Upcoming/Ongoing Projects: • Attent onsite Colleague Training Sessions (Joan & Patricia) • Data conversion prep/mapping • Work with Colleague module teams to setup security classes • Create a rule in Colleague for President and Deans List • Create a five year absence rule in Colleague • Create a list of items to test for data conversion • Develop a training video for Webadvisor • Work with Admissions to create documentation for Colleague “communications”

function • Create an ELF program to convert student Legacy transfer school information to a

remark field on Colleague • Work with Admissions on ActiveApply

[Table of Content]

Web Applications

Web Applications Significant Activities

• Ongoing support of SBT for Muskegon Community College • Created application to allow web registration during Tech Expo



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[Table of Content]

Network Infrastructure / Telecommunication

Network Services Completed Projects/Tasks • Installed and configured DPU backup system • The server for Web Advisor was installed and brought online • The staff was migrated to Active Directory. • Telephone Inventory was collected for staff extensions. • The 1214 Lab network switch was replaced. • Video Streaming Equipment configured for Harry Brown. • Wireless/VoIP data collected

Network Services Upcoming/Ongoing Projects: • Novell to Windows faculty migration • Campus-wide VOIP system • Campus-wide wireless • Install and configure Security Camera Server

[Table of Content]

User Services

User Services Completed Projects/Tasks • Successfully migrated staff to active directory • Moved Education office back into newly remodeled office • Assisted respiratory therapy department with compressed classroom startup • Planned and ordered new workstation installation in college success center • Trained social science instructor on newly installed multimedia classroom equipment • Installed new software in lab L363 for business education department • Installed additional computers in writing center

User Services Upcoming/Ongoing Projects: • Novell to Windows faculty migration • Develop DVD from Technology Expo • Software metering system • Technical safety plan

[Table of Content]



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Lab Services

Lab Services Completed Projects/Tasks • Successfully imaged PCs in room 1214 following replacement of network switch. • Categorized over 1000 inventory units as one of the following: User, SuperUser, Lab,

SuperLab, Laptop, Mac, Staging, Storage, or Retired. Analysis of overall inventory to follow.

• Successfully completed the scheduled migration of staff departments. Revised customer instructions as necessary based on frequently-asked questions.

• Discussed and redefined standard operating procedures for lab imaging frequency with emphasis on customer service.

• Installation of Quick Books Pro in L363 • Completed AD migration in Datatel training/testing labs 1212 and 0349. • QuickBooks Pro was installed on five PCs in L261 as requested • Developed Remote Assistance process to include instructions, policies, and testing

Lab Services Upcoming/Ongoing Project • Novell to Windows faculty migration • Life Cycle finalized plan

[Table of Content]

Helpdesk

Help Desk Completed Projects/Tasks • Continued to provide support for faculty and staff over the phone

Help Desk Upcoming/Ongoing Projects • Helpdesk How-to manual to aid in closing tickets during initial call. • Continue gathering documentation for peer site review (Ongoing activity)

[Table of Content]

Instructional Specialist

Instructional Technology Completed Projects/Tasks • Planned and began six-week online course on Blackboard • Planned faculty and staff technology training schedule for the rest of Fall 06

semester • Facilitated a University Partner/MCC brainstorming meeting • Led training session on Project Management Methodologies and MS Project to taste

of tomorrow committee



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• Led training session on Respondus (1attended) • Led two training sessions on Mail Merge with Word (10 attended) • Led two training sessions on Windows File Management (6 attended) • Led training session on Creating Grade books with Excel (4 attended)

Instructional Technology Upcoming/Ongoing Project • Organizing faculty and staff training on topics ranging from BlackBoard and

Respondus to Microsoft Office products • Grading assignments, communicating with students, monitoring discussion forums

in BlackBoard course • Creating training materials for upcoming training

[Table of Content]

Metrics

August September October HDO Cases Closed New Closed New Closed New New Closed End Total 381 385 381 385 381 385 500 509 27 Customer Satisfaction Survey Month

Surveys Sent Responses

Response Rate

Response Timeliness

Skill set

Resolution Timeliness

Communication

Overall Satisfaction

August 706 142 20% 8.48 8.59 8.47 8.52 8.51 Sept. 554 107 19% 8.24 8.56 8.19 8.23 8.18 Oct 509 96 19% 8.30 8.60 8.28 8.30 8.26 Response Legend 7.00-9.00 Excellent 5.00-6.99 Good 3.00-4.99 Fair 1.00-2.99 Poor

August September October Case Status New Close New Close Open Close Administrative Computing

39 49 39 49 68 67

Helpdesk 89 55 89 55 99 65 Instructional Technology

0 0 0 0 3 4

Lab services 21 38 Media Services 9 10 9 10 27 32 Telecom 25 26 25 26 21 25 User Services 156 175 156 175 161 172 Network Serv. 59 62 59 62 100 106 July August September Cases Backlog 26 38 27

Total Audio/Visual requests completed for Month


August September October 266 430 520

Bandwidth Utilization

Total Available Bandwidth 9.0MB o Average Inbound Bandwidth Utilization 5.5MB o Average Outbound Bandwidth Utilization 5.8MB o Average Total Bandwidth Utilization

11.3MB Bandwidth Efficiency (ideal = 100%)

o Inbound Network Efficiency 97% o Outbound Network Efficiency 95%

[Table of Content]

Average Rate

Peak Rate

Top 10 Bandwidth Utilization Class for month of October 2006

Inbound

Office of Information Technology 9 Monthly Report for the Month of October 2006 Created by: Kamlesh Sanghvi, CIO


[Table of Content]Outbound


10


Spam/Content Filtering


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Allowed

Allowed: Tagged

Quarantined

Blocked: Virus

Blocked: Spam

Blocked: Bad Recipient

Blocked: Rate Control

[Table of Content]

Top Viruses Report From: 10/01/2006 to: 10/31/2006



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# Top Viruses Count 1 HTML.Phishing.Pay-122 737

2 HTML.Phishing.Bank-790 580

3 HTML.Phishing.Auction-147

206

4 HTML.Phishing.Pay-132 171






10 HTML.Phishing.Auction-61 123 Wireless Statistics

Wireless Access

August September September

#of Wireless access Hosts 584 860 440

Wireless Statistics Total number of wireless connections for month of October - 440 Main Building - 95 Library - 96 Stevenson Center - 72 Cyber Café - 17 Information Commons - 20 Room 132 - 24 Room 514 - 14 Bookside Bistro - 15 Collegiate Hall - 32 Student Union - 36 Gerber Lounge - 19

[Table of Content]

Microsoft Server Uptime Name Uptime % Error % Last

ASP – Web training 100.00 0.00 Good CW – Cisco Works 100.00 0.00 Good E-Web – Movaris 100.00 0.00 Good ESQL – Database for Movaris 100.00 0.00 Good



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EZProxy – Proxy server for library online datatbases 100.00 0.00 Good

Ghost – Lab images 100.00 0.00 Good MCC-EMS – Room scheduling server 100.00 0.00 Good MCCDC01 – Domain Controller 100.00 0.00 Good MCC Web Sup – HVAC 100.00 0.00 Good MCCDC02 – File Server 100.00 0.00 Good MCCMAIL – Exchange email server 100.00 0.00 Good Payroll - ADP 100.00 0.00 Good Site Builder – New web server 100.00 0.00 Good

Unix Server Uptime Name Uptime % Error % Last

Apollo – Web server 100.00 0.00 Good Student – Student web page 100.00 0.00 Good Library – Library server 100.00 0.00 Good Production - TIP 100.00 0.00 Good StuServ – Online Registration 100.00 0.00 Good MCCDataProd – Datatel Prod 100.00 0.00 Good MCCDataDev – Datatel Dev 100.00 0.00 Good

Novell Server Uptime Name Uptime % Error % Last

Campus – file storage 100.00 0.00 Good Campus-2 – domain controller 100.00 0.00 Good GRPWise – Email 100.00 0.00 Good WebACC – Web Interface for email 100.00 0.00 Good

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Respectfully Submitted by:

Kamlesh Sanghvi Chief Information Officer SunGard Higher Education Managed Services Muskegon Community College

october 2006 monthly report report/october report.pdf · scott oneal – technical director...

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