its annual report training 20 our mission its is a diverse team of highly dedicated professionals...

ITS ANNUAL REPORT

TABLE OFCONTENTS

ITS ANNUAL REPORT

Major Achievements & Statistics 1

Data Information Management 4

Desktop Computer Services 6

ITS Helpdesk 8

Mediated Classroom Services 10

Network Systems Support 12

Security Services 14

System Administration 16

Web Services 18

ITS Training 20

OUR MISSION

ITS is a diverse team of highly dedicated professionals committed to our students, fac-ulty, staff, and the community. Our mission is to provide technology solutions, services, and support founded on the business needs of our campus community. We strive to support and enhance the mission of the University of Michigan–Flint. Our focus is to use technology to inspire students, empower educators, enrich administrators, and

improve the state of Michigan and the world.

21

ITS MajorAchievements & Statistics2 0 1 6 / 2 0 1 73 3 I T S s t a f f a n d a n u m b e r o f s t u d e n t s t a f f working across 10 units have come together to create major positive change on the University of Michigan Flint campus this last year.

300wireless access

points upgraded

60%Reduction in users fallingfor phishing links during

phishing awarenesscampaign

6015t ickets resolved

94.3%Overal l Excel lent

reviews

4700Devices maintained

by DCS

1324Unique Orders

placed with MCS

2035Pieces of Equipment Del ivered by MCS

10GBConnections availableafter router upgrades

43

DATAINFORMATIONMANAGEMENT

BANNER 9 UPGRADE:

Much progress has been made this past year toward our Banner 9

upgrade. Plans are to have the Administrative pages in production by

February and much of Self Service ready by July of 2018.

COMMON APP

Common App allows students to create one application and submit it

to multiple colleges and track deadlines for requirement submissions.

Common app needed to be set to import the data from Common app

and store it in Banner.

AUTOMATE WAS UPDATED TO ALLOW JOB CHAINS

Automate allows banner users to schedule jobs to run at designated

times. This year we added a feature to allow Automate to process

multiple jobs. If job 1 is successful then job 2 will automatically run, etc. .

UPGRADED TO ORACLE 12C

Oracle Database 12c is a next-generation database designed to

meet our potential cloud service needs, providing a new multi-tenant

architecture on top of a fast, scalable, reliable, and secure database

platform. By plugging into the cloud with Oracle Database 12c, we

can improve the quality and performance of applications, save time

with maximum availability architecture and storage management and

simplify database consolidation by managing hundreds of databases

as one.

LeadershipHarvey Sherman,Associate Director

Fulltime StaffJennifer Daraiseh, BusinessProcess Consultant Intermediate

Cleatus Henderson, Applications Programmer Senior

Scott Hoover, ERP BusinessAnalyst Intermediate

Kelly Johnson , ApplicationsProgrammer Intermediate

Mary Mercado, ApplicationsProgrammer Intermediate

Steven Nofs , DatabaseAdministrator Lead

85.3%

13.2%

0.3% 1.2%

Data Infomation Management Overall Satisfaction

Excellent Good Average Fair Poor Left Blank

65

DESKTOPCOMPUTERSERVICES

LeadershipJason Gooding, Desktop Support Specialist Senior

Fulltime StaffEric Trantham, Desktop Support Specialist Associate

Tyler Long, Desktop SupportSpecialist Associate

PRINT SERVERS AND XEROX UPGRADES

In cooperation with the NSS team the DCS technicians have begun the

transition of all departmental printers to a new managed print server.

By creating and managing the new server, all networked departmental

printers are managed and installed remotely without user interaction.

DCS has also been working closely with departments on campus on

the Xerox project that is replacing all of the old Konica MFP devices on

campus. This project will continue over the next few months and will

involve most offices on campus.

WINDOWS 10 UPGRADES

DCS Technicians assisted with the planning and implementation of

departmental moves, Student Lab upgrades in FH 202, 3174 WSW,

3175 WSW, 3156 WSW and Thompson Library. All iMac computers

managed by ITS have also been upgraded in both the instructional lab

and open labs. DCS technicians along with the ITS students upgraded

departmental laptop carts in French Hall, Murchie Science Building and

William S. White to Windows 10 and removed outdated equipment

where needed.

• This past year the DCS Technicians have streamlined the de-

ployment of PC’s and Macs on campus with the continued use of

SCCM and the Kasper servers.

• DCS technicians continued to renew their HP Certifications for

repairing equipment under manufacturer’s warranty for faculty,

staff and students.

• DCS is currently supporting over 4700 campus devices including

VDI’s, laptops, desktops, Mac desktops, Apple iOS devices and

departmental printers.

93.8%

3.1%0.2% 0.5% 0.9%

1.4%

Desktop Computer Support Overall Satisfaction


87

ITSHELPDESK

LeadershipAnthony Mills, HelpdeskCoordinator Intermediate

Fulltime StaffNick Dean, CustomerHelpdesk Technician Associate

Bryan Fauble, CustomerHelpdesk Technician Associate

Parker Schadegg, CustomerHelpdesk Technician Associate

NEW ITS STUDENT WORKERS

Over the last year, the ITS Helpdesk, in conjunction with the other ITS

service departments, have been working to better develop and utilize

student employees. We have strategically hired several new students

to work and train with full-time staff. This not only provides excellent

hands-on training for students but also helps ITS maintain customer

satisfaction and quality of service during times when full-time staff

may be unavailable.

LAB UPGRADES

During the Summer, the open computer lab located in 205 French

Hall was updated to brand new HP All-In-One computers. The open

computer lab located in the library was also updated with new HP Mini

Desktops to replace the aging VDI system used previously. The open

computer lab located in 3174 and 3175 William S. White were updated

with computers that were re-purposed from the Ann Arbor campus.

ITS VISITS DEPARTMENTS

The ITS Helpdesk and other service groups in ITS have been regularly

attending departmental meetings of other departments around

campus to increase ITS exposure, introduce end users to ITS staff they

may never otherwise see in person, to gain feedback from departments

on what they like, or possibly don’t like, about the services that ITS

provides, and finally inform users about services that we currently

provide that they may not be aware of. We’ve made several connections

with users on campus and gathered valuable feedback.

94.3%

3.4%0.6% 0.1% 0.1% 1.5%

Helpdesk Overall Satisfaction


109

MCARD STATION IMPROVEMENTS

MCS implemented new procedures and some new equipment in order to

upgrade the cameras and computers on all of the M-Card stations, and reduced

customer wait times during the M-Card events at the beginning of semester.

This process will continue to be refined.

NURSING AUDIO UPGRADE

MCS worked in conjunction with the ITS Project Management team to facilitate

audio upgrades in two important classrooms for the School of Nursing. The

technology included wearable microphones and were a good test case for

future audio upgrades in future spaces.

SMARTCART REPLACEMENT STANDARD

MCS worked in conjunction with the ITS Project Management team to

implement new simplified classroom technology carts in a number of

departmental classrooms. The new carts are designed to replace the original

“Smart Carts” contained in many classrooms on campus, with many of the

carts being more than 10 years old. While

not featuring all of the capabilities of the full

Crestron classrooms, all of the important

technology functions are retained and in

most cases, the projector will be moved to

the ceiling allowing for more convenience

and a smaller footprint for the cart.

MEDIATEDCLASSROOMSERVICES

EQUIPMENT USAGE

MCS has continued monitoring equipment usage in classrooms by utilizing

Crestron’s device usage module. This data is critical to helping us understand usage

patterns and to help plan future equipment upgrades. In the three graphs below,

we have broken down our 83 total Crestron classrooms into general classrooms

(42), departmental classrooms (35) and instructional labs (6). Here you can see

the total utilization in hours of each source we provide over the course of the

2016-17 budget year, which total nearly 34,000 hours of equipment usage time!

LeadershipErik Taipalus, Project Engineer Intermediate

Fulltime StaffErik Hoffman, Audio-VisualTechnician

Nick Looney, Audio-VisualTechnician

98.8%

0.6% 0.6%Mediated Classroom Services Overall Satisfaction


In addition to fixed equipment, MCS had over 2,100 deliverable

equipment reservations over the last year.

Figure 1: This graph shows the amount of equipment requests that MCS has been responsible for over the last year broken down by month.

1211

NETWORKSYSTEMSSUPPORT

Network Engineers develop and maintain the network and server

infrastructure, administers access to the LAN, UNIX, and Windows servers

for academic computing; administers campus-wide communication

software, maintains network software, engineer’s campus computer labs

and classrooms, provides support for Blackboard, Portal, and Merit’s WAN,

maintains a campus-wide backup system, and manages system security.

CAMPUS FIBER PLANT UPGRADE

The campus fiber plant upgrade, phase two, was started and the majority

of the physical hardware was purchased and staged in warehouses for

the start of the project. Phase 3 is projected to start in January of 2018

in which the remainder of the hardware will be purchased and will lead

into a formal project bid for third parties to install.

WIRELESS UPGRADES

The wireless infrastructure upgrade entered phase one as the

equipment purchased in 2010 has finally reached the end of life and

LeadershipHarrison Bacon, NetworkArchitect Intermediate

Fulltime StaffJeff Kenas, LAN Administrator Intermediate

Cuong Lai, Systems Administrator Intermediate

end of support stage. Phase one includes all University owned buildings

south of the Flint River, excluding the Student Housing buildings. Phase

two will begin during the Winter semester of 2018 and will include the

remainder of the buildings, excluding Student Housing.

ROUTER UPGRADES

All campus building routers were upgraded replacing the existing

9-year-old routers. These routers will help improve stability, security

and enable faster network connections needed for classrooms and

research projects. With the addition of the new routers we will soon be

able to offer 10Gb connections to desktops locations, as needed. This

also enables us to better utilize and participate with other Internet2

connected Higher Education institutions around Michigan as well

provide higher bandwidth to the Ann Arbor ARC-TS services and FLUX

computing on demand services.

95.5%

2.5% 2.0%

Network Engineers Overall Satisfaction


1413

SECURITYSERVICES

LeadershipScott Arnst, Director Information Technology Services

Fulltime StaffThomas Nyongesa, Data Security Analyst

SECURITY RISK ASSESSMENTS

We conducted security risk assessments on critical systems that

process sensitive information.

- Identified where sensitive information resides to ensure

appropriate protection. Guided our users to follow best practices

relative to sensitive data stored on department drives or other

locations.

- IT Security Risk Analysis (RECON). We worked with Umich

IIA to perform risk assessments on the International Center’s critical

systems to identify weaknesses and vulnerabilities and operated to

ensure that the final list of recommendations and action items were

implemented to address the findings of the risk assessment.

INCIDENT MANAGEMENT

To ensure that serious computer security incidents are promptly

reported to ITS and are consistently handled according to UM &

Flint procedures we created a link on our portal for users to report

incidents. The consistent reporting and handling of all information se-

curity incidents is important to minimize their negative consequences.

SECURITY AWARENESS TRAINING

We conducted a Phishing campaign for the months of July, August,

and September. The campaign’s purpose was to increase awareness

about spear phishing. Creating a culture of cybersecurity is critical

for our academic institution and it is a responsibility that should be

shared by all. We created a Phishing training link on our portal for our

users to test their Phishing skills: https://phishingtest.umflint.edu/

ACTIVE THREAT MONITORING

We responded in a timely manner to the global ransomware attack

known as WannaCry by making sure that all our computers and serv-

ers were safely patched and all vulnerable machines removed from

the network and patched before being allowed back on.

98.9%

1.1%

Security Overall Satisfaction


1615

SYSTEMADMINISTRATION

DATA CENTER UPGRADE

During the summer months, the Systems group implemented a new converged

data center with shared cooling, power, networking, and management. This new

architecture simplifies the management and support of our equipment and allows

for modular expansion of compute resources.

VMWARE RENEWAL

Each year we renew the licensing and support contract for our VMWare software

which supports over 400 virtual servers in our environment. This year we were

able to make some changes to our contract that saved ITS over $17,000 while still

maintaining our existing support levels.

PASSWORD SYNC

After over a year in development and testing in collaboration with Ann Arbor ITS,

we completed a project designed to synchronize our AA passwords to our Flint

accounts. This project will reduce the number of passwords employees need to

remember and increase the time between password changes to 1 year. This project

has already started to roll out to departments across campus and is expected to be

completed by the end of December 2017.

LeadershipPhilip Erlenbeck, UNIX Systems Administrator Associate

Fulltime StaffSidney Horton, Desktop Support Specialist Senior

Don Stockley, SystemsAdministrator Associate

Jordan VanDusen, SystemsAdministrator Associate

CENTRALIZED IMAGING

Implemented a central imaging process using modular

components for all ITS supported windows devices. This

new process allows improved customization and reliability

to better service the wide range of models and use cases

available on campus.

PRINT SERVERS

Implemented segregated print servers and print queues

for all new networked printers on campus. This new

system allows us to more reliably and rapidly deploy,

configure, and update the available printers to any given

area. The new solution also enables ITS to enforce more

consistent access control as needed.

UPCOMING

We are exploring solutions to move our computing

environment to an hybrid cloud that will allow us to

leverage both on site resources as well as public cloud

offerings to offer our campus the best options to meet

their needs in a rapidly changing landscape.

97.6%

1.6% 0.2% 0.5%

Systems Engineering Overall Satisfaction


1817

WEB SERVICES

COMMUNITY PROVIDER DATABASE

The Web team continued working with CAPS on the Community

Provider Database, a resource offered to the community and campus,

to help users find psychological help. This project was completed in Fall

of 2016. The system provides self-service registration of providers,

extensive search filters for end users, and administrative management

of providers for CAPS staff.

ITS INTRANET

A new ITS Intranet was developed that includes Change Control,

Project Management, Ordering System, and employee hardware

management. This system allows ITS to efficiently track system

changes, make sure projects are completed thoroughly and on time,

and submit and track orders as well as track equipment.

ALUMNI ACCOUNT/PAPERCUT PORTAL

The rewritten Alumni Account and Papercut Portal was completed.

The purpose of the portal is to automate the addition of PaperCut

funds and the automatic creation of tickets for alumni account

requests. Also, logic checks were added to ensure only users who meet

our requirements can apply for an alumni account.

LeadershipTim Todd, Webmaster

Fulltime StaffJoel Howard, M.S., Web Software Developer and Adjunct Lecturer in Computer Science

Donald Wilcox, ApplicationsProgrammer Associate

ONLINE PAYMENT PROCESSES

We have been asked to meet new PCI (Payment Card Industry)

requirements from the University of Michigan’s Treasurer’s Office

to assure that we are in compliance with PCI. We have been working

with Ann Arbor to come up with a solution to assure that our online

payment processing is in compliance. A solution has been developed

which was approved by the Treasurer’s Office, and will be implemented

this winter.

RECREATION CENTER MANAGEMENT PLATFORM

Over the Winter/Spring/Summer semesters, the Web team has been

working with the Recreation Center to get them off of their current

management platform, and onto a modern software platform that will

improve their business processes. The Web team researched several

software options and reached out to Procurement to see what Ann

Arbor was using. We adopted Innosoft Fusion, which is what Ann Arbor

is using and was able to get Flint covered under Ann Arbors contract.

The solution went live at the beginning of Fall.

93.3%

6.7%

Web Overall Satisfaction


2019

ITS SUPPORTED SOFTWARE TRAINING

If you need personalized, One-on-one, group, or departmental

university supported software training, ITS Training can design/

customize the training that will meet your specific needs and fit it into

your schedule.

WHATS NEW WITH MICROSOFT

ITS Training facilitated a Technology Information Session called

“What’s New with Microsoft” this past year. Two Microsoft

representatives visited campus and spoke about Microsoft’s

newest software, hardware and technologies.

For more information on upcoming sessions and to register, please visit:

TRAINING.ITS.UMFLINT.EDUOr contact:

[email protected]

LeadershipDennese Bandyk, ITS Trainer

Software Training Tailored to

Your Needs!

Available to faculty, staff &

student workers

ITS-TRAINING

its annual report training 20 our mission its is a diverse team of highly dedicated professionals...

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