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Managing in These Uncertain Times. David V. Ecker www.davidecker.com. Stony Brook and Client Support. Stony Brook University Located 60 miles east of New York City 22,000 students, 10,000 students live on campus 20 residential hall buildings. Client Support - PowerPoint PPT Presentation
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David V. Eckerwww.davidecker.com
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
Economy and IT changeBudgets shrinking
Technology changeHardwareSoftwareNetworking
Where does it end?
The Death of the Desktop
The Storm
Time for a Choice -Which is more important when you manage an IT group?The TechnologyResources
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?
My answer:
We all have to change to be innovators and strive to improve ourselves.
Only problem.. How do I do this?
Orientation OpportunityOne thing I always been able to take
advantage of is to see an opportunity and run with it.
Play Orientation Video
Laptop Check?Script to check for patches.
Our student registration system requires Windows Patches….
Here is the quick script..
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
Remote SupportBomgar
Blackberry supportEscalation Phone Support DesksKnowledge baseSelf Directed diagnostics
https://survey.stonybrook.edu/
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
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
Application SupportIf the desktop is dead where does it leave us?
Applicaton Specific SupportR25Stony Brook ReportingAnti-Virus System managementSCCM
Terminal ServerGPO management
Wireless Walk in Center
30 minutes max service timeWireless connectivity issuesAppointment systemDocument of common questions/answersMobile Device support (iPhones and
Blackberries)Application help
Lets Predict Technology’s Future?
Email?Is Email an
outdated technology?
Embrace New Technology
NetbooksThe new social networking sites.. Ning.comMobile DevicesTethered blackberries or broadband cardsMicro projectors for faculty and students
Out of the Box thinkingTo keep innovating along the same lines as the
Orientation video and the script, what do I need to do?
Questions
InformationDavid V. [email protected] of Desktop Support – Stony Brook
Universitywww.davidecker.comTwitter: davidvecker
Resnet Evaluation: http://www.resnetsymposium.org/rspm/
evaluation/