Lubbock isd desktop and support structures practice

LUBBOCK ISD DESKTOP

AND SUPPORT

STRUCTU

RES

SCOPE OF SUPPORT69 locations made up of:53 schools, 9 athletic/agriculture facilities, 2 contractor facilities, 2 central office buildings, 1 technical support facility, 2 warehouses

SCOPE AT&T switched ethernet network. Switched point to point1GB connections to all campuses. 20GB connection to Central office. 10 GB connection to offsite backup

location.

SCOPE Microsoft NW software, Active Directory33,505 Active Directory accountsExchange email accounts for staff 4000Gmail accounts for students 29,277

SCOPE Employees 3566Students 29,277Teachers 2007

SCOPE Wired network at all locations (15,008)Dense wireless network at all locations

(55 Wireless controllers and 3300 access points)

9101 Desktops4667 Laptops7700 tablets (Ipads/Kindles/Chromebooks)Board approved Bring Your Own Device

policy.

SCOPE 2000 smartboards/document cameras (in

all core classrooms… plus some)3000ish printers/Scanners82 servers, several firewalls, internet

filter, Email filter, internet aggregation equipment

Sophos endpoint protection anti virus

SCOPE 2 internet providers totaling 1.5 GBPS.

Currently using 700MBPS1300 security cameras on the network360 secured doors (all campuses). Door

hardware security runs on the network, integrates with the HR system. Proximity card access.

SCOPE 95 Labs (30 computers per lab)158 Mobile labs (laptop/tablet carts)Lobby security with self-serve kiosks.

(runs on network)Voice over IP phone system (will be

completed this year). Includes video teleconferencing. 1600 phones.

SCOPE Much of the hardware, devices and

network equipment is new from the 2010 bond.

SCOPE Several hundred applications and many

ancillary systems supported: Big ones include MS Exchange, Student/HR/Finance administrative software, Smart Board software, Helpdesk and many many educational applications.

STRUCTURE OF SUPPORT Standards: Dell desktops, Dell laptops,

Windows 7, iPad 2, Chromebooks, Dell printers

Approved Hardware catalog to direct purchasers

All technology purchases for the district are approved thru three administrators in Technology Support via electronic workflow.

STRUCTUREPhilosophy: We believe in integrated systems for

efficiency. Student/HR/Finance systems are from one vendor in one database. Also integrated: gradebook, Parent self serve, Employee self serve, Time clocks, benefits, substitute teacher calling and travel modules in the same database from same vendor.

Approximately thirty 3rd party ancillary systems are interfaced with LISD Student/HR/Finance system. Including door security, special education system, parent calling system, District website, District App, Istation reading, Bridges career counseling etc.

VENDOR SUPPORTWe rely heavily on vendor supportMany vendorsPrimary vendors: Dell, Cisco, Synetra,

Smart, Data Projections, Cabling companies

Customer issues: Students, teachers, administrators, etc.

Helpdesk: Tickets recorded and resolved or distributed to appropriate department/person.

Campus technicianDeploymentTechnical SupportData ProcessingData Standards

Funnel all technology issues through the HelpDesk and they assign the tickets to appropriate person.

GOALFour hour response on every ticket(stated

goal)Four hour resolution (actual

accomplishment for field technicians)

STRUCTUREAll technicians report to a central location

on paper – each technician is the initial point of contact for one or more schools

STRUCTURETickets are assigned to technicians based

on initial point of contact and/or expertise in specific areas

STRUCTUREOur attempt is to give technicians

Autonomy, Purpose and Mastery of the skills needed

STRUCTUREWe purposefully have no standing

schedule to be at a specific school (work is ticket based)

STRUCTUREWe maintain a list of projects that

technicians assign themselves or are assigned to based on availability

STRUCTUREProjects range from training (certified

through Dell – Smart board – Class view), setting up carts (IOS, Chrome Books, Laptops), Hardware repair, setting up a lab with others – to review of inventory (clickers)

PromptProactiveProfessionalPersonableKnowledgeabl

e

PatientEffectivePoliteFriendlyProblem solver

OUR TOP PRIORITIES (FROM OUR CUSTOMERS)

STRUCTUREEvery technician has an ipad and can

check for tickets that have been assigned to them. They also get an email when a ticket is assigned to them.

DEVICES PER FTE (CAMPUS TECHNOLOGY GROUP)Printers DesktopsLaptopsTabletsSmartboardsDocument camerasPersonal Smartphones

28,018 devices divided by 32 FTEs in Campus Technology group = 875.5 devices/FTE

DEVICES PER FTE (CENTRAL TECHNOLOGY GROUP)

PhonesCisco switchesServersWireless controllersWireless access pointsTimeclocks

5,998 devices divided by 32 FTEs = 187 devices per FTE

DEVICES PER FTE BOTH TECHNOLOGY GROUPS

34,016 devices divided by 64 FTEs = 532 devices per FTE

Questions/comments/ successes/ lessons learned about areas below:ProcessesHow assign supportHow handle labsClassroomsMetricsRemote supportPatch managementWindows update serveriPad managementStandards for hardware/softwareRevenue sources: annual or bond, sustainabilityCentralized vs assigned campusBest practiceTickets per day

Thank you