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P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y

M O N T H L Y R E P O R T

Table of Contents

Partnerships &

Updates.........................2

Leadership &

Upcoming Events.........4

Faculty Spotlight..........6

Do You Know...?..........7

Benchmarks &

Accountibility..............8

Information Technology

Pepperdine Help Desk

Available 24/7

(310) 506-HELP or

(866) 767-8623

IT Website

community.pepperdine.edu/it

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INSIGHT | AUGUST | 2012

A U G U S T / 2 0 1 2P A R T N E R S H I P S

OSIS and IT Staff Partner to Gather Surplus Computers for a School in Kenya

Hung Le, associate vice president and University Registrar, Of-

fice of Student Information and Services (OSIS), along with IT’s

Anytime Support staff Lynn White, Jerry Hoover, and Joe Mu-

noz worked together to gather surplus computers to donate to

Made in the Streets (MITS) in Kenya. MITS is an organization that

rescues children from the streets of Nairobi, Kenya and provides

them with the education and skills they need to live purposeful

lives.

Hung Le, who recently returned from a service trip there this past

summer with his family and members of the University Church,

received distressing news that MITS’s computer lab was broken

into and all the computer equipment was stolen. He contacted Chief Information Officer Jonathan See

to inquire if IT had any surplus computers that could be sent overseas. IT staff was able to gather four

desktop computers and two iMacs. Joe Munoz of Anytime Support made sure the computers were con-

figured and ready for the students to use once they got to Kenya. Margaret Weber, dean of Graduate

School of Education and Psychology (GSEP), traveled to Kenya and personally delivered the equipment

to very happy and grateful children and staff members.

“It gives me great pride to be able to help schools in need,” said IT staff Joe Munoz. “I made

sure that those computers were plug n’ go ready for their students.”

To learn more about Made in the Streets ministry, visit http://www.madeinthestreets.org

P E P P E R D I N E I N F O R M A T I O N T E C H N O L O G Y

M O N T H L Y R E P O R T

Pictured from left to right: Jonathan See, Hung Le, Lynn White, and Jerry Hoover

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INSIGHT | AUGUST | 2012

Remote Support Tool Helps Solve Email Difficulties in London

No passport needed for IT staff Canon Hamlin when he helped Carolyn Vos

Strache, director of Pepperdine’s London program, with her email issues in Lon-

don. With the use of IT’s new remote support tool, Canon was able to connect

to Carolyn’s computer in London, assess the situation, and help her within min-

utes of receiving the ticket from the Pepperdine Help Desk. Prior to this remote

support tool, this would have been a back and forth process involving several emails and work-

ing out a time when both of Canon and Carolyn would be available in their offices (usually early

in the morning Pacific Time).

“I would say that this tool saved at least 2 hours of actual tech

time, in addition to the days of communication lag one would

expect from an international ticket,” reflected Canon Hamlin. “I’m

looking forward to using this tool much more in the future.”

Though the underlying issue was a computer virus infection that needed the assistance from

Information Security, Canon was able to help Carolyn to regain access to her email within 10

minutes allowing her to continue with her day. IT will be unveiling the remote support tool in the

near future.

Improvements to DR Plan will Bring Stability and Reliability to Pepperdine’s Data CenterIn July 2012, IT’s CIO Jonathan See presented to the University Management Committee an im-

provement to the Disaster Recovery Plan that will address a number of risks that threaten Pep-

perdine’s data center. The data center of the University acts as the central hub where all crucial

information is kept and maintaining access to this information is very important to the operations

of the University.

Currently, the data center resides in Malibu and a partial backup data center resides in the West

Los Angeles campus. As they are both located in the Los Angeles County area there is a possibility

of both data centers to be affected by a large disaster. In addition, the WLA campus has no back

up generators and the WLA area has experienced four different power outages in the past nine

months. To address these risks, IT will move the data center to IO Data Centers, a reputable com-

pany in Phoenix, AZ. IO provides Pepperdine its own state-of-the-art security and environmental

controls for power, cooling, and other needs for the data center. In the event of a disaster, IO can

have Pepperdine’s data center up and running within an hour. Migration to the new data center

in Phoenix will begin around late spring 2013.

U P D A T E S

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INSIGHT | AUGUST | 2012

L E A D E R S H I PKevin Phan Appointed as Associate CIO

On August 1, 2012, IT named Kevin Phan as Associate Chief Infor-

mation Officer (CIO). As associate CIO, Kevin (previously director of

Systems and Networking) will serve as second-in-command to CIO

Jonathan See and will oversee the operations of Enterprise Informa-

tion Systems, Information Security, and Systems and Networking divi-

sions of IT.

“I have seen Kevin grow tremendously into his role as associate

CIO,” said CIO Jonathan See. “I am confident that he will be a

great leader for IT and will serve as a strategic partner to our

colleagues around the University.”

Joining the Pepperdine community in 2003, Kevin has held positions in IT including manager of imag-

ing; manager of server engineering in 2004; to director of systems and networking in 2007. Kevin will

also serve as chair to the CIO Technical Committee, a team of IT leaders responsible for reviewing,

approving, and charting the technology direction of the University. Please join IT in congratulating

Kevin in his new role.

Gerard Flynn Appointed as Senior Director of IT

On August 1, 2012, Gerard Flynn (who goes by Gerry) was appointed as

senior director of IT Administration and Client Services. Gerry will be re-

sponsible for overseeing the day-to-day operations of IT Administration as

well as the front-facing services that IT provides the Pepperdine commu-

nity. Gerry began his career at Pepperdine as an adjunct in 1999. In 2001,

he began to work for IT.

In addition to running the operations of IT Administration, Gerry will be or-

chestrating the unveiling of Client Services’ latest projects such as device

management, remote support, online presence, graduate campus stan-

dardization, and faculty professional development.

“For those who know Gerry, know he has an infectious energy, which has made him well known

around the University,” said CIO Jonathan See. “I believe this quality along with his innovative

leadership will help guide IT to become an extraordinary administration.”

Please join IT in congratulating Gerry in his new role.

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INSIGHT | AUGUST | 2012

Ory de la Rosa Joins IT’s Business Intelligence Group

On August 1, 2012, Ory De La Rosa joined Information Technology’s

Business Intelligence (BI) team as a senior business analyst. Ory has

been a part of the IT Administration for more than four years assisting

with budgets, contracts, billing, finance requisitions, and other duties.

In his new role, Ory will work with Henry Lai, Tom Layman and Director

of BI Novita Rodgers to transform raw data into meaningful and use-

ful information used to enable more effective strategic insights and

decision-making for the executive administration at Pepperdine. The

BI team works diligently to ensure that the right information is provided

to the right people at the right time to help inform and further the

strategic goals of the University. Please join IT in congratulating Ory in

his new role.

IT Administration Welcomes Reyn Oyadomori as Business Analyst

The IT Administration office is pleased to present Reyn Oyadomori as

business analyst. Reyn graduated from Pepperdine Seaver College

in April 2012 with a degree in Mathematics. As a student, Reyn has

participated in several University activities, most notably as the co-

president of the Hawaii club. Originally from Hawaii, Reyn likes to go

to the beach, snorkel, and swim, but here in California he feels the

ocean is too cold to do any of that. His biggest interest is in sports

and trying to apply statistics to it. Please join IT in welcoming Reyn to

the Pepperdine community.

U P C O M I N G E V E N T S

IT Staff Members Prepare for the Return of Pepperdine StudentsAs the summer comes to a close, IT staff are gearing up and preparing IT’s tools and services for the

return of our students. In the next couple of weeks, IT staff will be assisting or presenting at the new stu-

dent orientations at Pepperdine’s schools to help students get acquainted with IT’s services available

to them. To view the resources available to our students,

visit http://community.pepperdine.edu/techcentral/

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INSIGHT | AUGUST | 2012

Faculty Professional Development Program Receives Rave ReviewsF A C U L T Y S P O T L I G H T

This summer, 11 Pepperdine faculty spent two weeks with the Technology and Learning group

learning how to integrate learner-centric technology into their curriculum. The course, led by

Hong Kha of Technology and Learning and faculty mentor Dr. Stella Erbes, gave faculty par-

ticipants a starting point on how to chunk course materials into building blocks that integrate

technology. Each of the faculty participants left the course excited to utilize new technologies

in their future courses. Here are a few of their reflections of their experience.

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INSIGHT | AUGUST | 2012

In order to open a shared email account you must have permission to access the ac-

count. If you haven’t received permission, you or your supervisor can submit the Tech

Request Form - Network Special Email Account Request, found online at http://ebony.

pepperdine.edu/technologyrequestform/Employee/NetworkSpecialLoginRequest.aspx

How to Access a Shared Email Account via Outlook

D O Y O U K N O W . . . ?

Follow these steps for your Outlook. For assistance with these steps, please call the Help

Desk at x4357.

A common question that the Pepperdine Help Desk receives is “How do I gain access to a shared

email account?”

A number of departments have a generic email address for their department such as

informationtechnology@pepperdine.edu or publicrelations@pepperdine.edu. These are often

shared email accounts, which supervisors can allow more than one staff member to view email

that is sent to that address. Here are the simple steps for viewing shared email accounts in Outlook

2010, Outlook for Mac 2011, and Outlook Web Access.

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INSIGHT | AUGUST | 2012

B E N C H M A R K S & A C C O U N T A B I L I T Y

Pepperdine Help Desk

During July 2012, there were 1,321 requests for support managed through the Help Desk. Of these

requests, 50 percent were resolved within two days and 93 percent were resolved in fewer than

five days. The average wait time for individuals calling the Help Desk was 32 seconds. Eighty per-

cent of requests were resolved by the Help Desk on the first call.

Online Requests

In July 2012, there were 201 additional requests for support managed through online web request

forms. The top two types of online requests were: Network requests (46) and departmental tele-

phone service (54).

Help Desk User Survey

Through an automated feedback process, all Help Desk callers have the opportunity to com-

plete a web-based satisfaction survey. In July 2012, 133 (12 percent) of 1074 survey requests sent

to customers were submitted. The four-question survey uses a “1 to 5” sliding scale with “4.00-

5.00” equal to Excellent.

S u b s c r i b e o r T e l l U s W h a t Y o u T h i n k

Do you know someone who would benefit from reading IT’s InsighT Report? Or do you have a

question or comment about the new report? Drop us a line at techcomm@pepperdine.edu.