Administrative Professionals Forum Computing@MissouriState

Administrative Professionals Forum

Computing@MissouriState

Roadmap

5/29/20132 Computer Services

• Introductions• Security• Computer Services Help Desk• Microsoft Windows 8 and Microsoft Office 2013• Online Resources

Introducing: Matthew Stublefield


• Began as student at Missouri State in 2003• Hired full-time in 2007 as Centralized User Support

Specialist• Promoted to Lab Support Administrator in 2010

• Manage 3 facilities in Meyer Library, Glass Hall, and Cheek Hall, and the staff and student workers for those facilities

• Maintain a number of services for the campus• Oversee SCUF paper and toner purchase and distribution as well

as summer SCUF computer redistribution

Introducing: Computer Services


Networking & Telecommunication Services

Information Security

Enterprise Systems & Operations

User Support

Management Information Services

Computer Services

Introducing: Enterprise Systems and Operations


• Build and manage many of the servers on campus, including those that host Banner and the Missouri State University web site

• Grade Scantrons for academic units• Run BearMail and Live@EDU• Maintain the Computer Account Management

System

Introducing: Networking and Telecommunications


• Manage and maintain all wired and wireless Internet connections and all phones on campus

• Provide Virtual Private Network (VPN) connections• Currently completing the wireless Internet

implementation for the campus

Introducing: Management Information Systems


• Build and maintain many of the applications for the University

• Primary group responsible for making Banner go• Other applications of note:

• Banner Document Management• Parking Permit System• BearPass Card Door Access• Boomer Meals• R25 Room Reservation System• SGA and Staff Senate Voting and Polls

Introducing: Information Security


• Plans for how we can handle data better and more safely

• Responds to concerns or occurrences of data breaches

• Guides policy creation regarding information security

Introducing: User Support


• Open-Access Labs• Three facilities in Glass Hall, Cheek Hall, and Meyer Library• Have almost all applications that are used in academic areas• Faronics Deep Freeze for computer security and stability• Printing through BearPrint• Will assist with all applications, laptops, and mobile devices in

any language• 7 full-time staff, 6 graduate assistants, and about 35 student

workers



• Desktop & Mobile group• In-office support• University desktop computer data backups, rebuilds, training, and

help• Consultation about computer purchases• Solution development and implementation• 4 full-time staff and about 6 student workers



• Training and Documentation• Maintain and manage Technology Training Centers in Cheek

Hall, Meyer Library, and Madison Hall• Primary contributor and editor of the Experts Documentation Wiki• Training on a wide range of topics

• Blackboard• Camtasia• Banner


• Many other services• Campus-wide antivirus• Print servers and BearPrint• Application distribution (Adobe, Microsoft Office)• Help Desk web site• Experts Documentation Wiki• MOJIRA Work Management System• SCUF Distribution and Redistribution

• Paper and toner• Computers to academic areas


Security: Roadmap


• Common viruses and how to avoid them• Application updates• Backing up files• VPN

Security: Viruses


• Viruses are much less common now• Trojans, keyloggers, root kits, worms• Antivirus has become much more effective• That said, becoming part of a botnet is a problem

• More common is malware• Malware doesn’t just break your computer or add it to a botnet, it

works directly to get your personal information• Scareware is becoming incredibly common

• Always be skeptical and keep up-to-date• Don’t hesitate to call us

Security: Application Updates


• Java• Sometimes, a Java update can break connections to INB, but

that is rare and can be corrected easily• Generally, it is best to go ahead and update• INB and many other applications won’t rely on client-side Java for

too much longer

• Adobe• Microsoft Windows

• In the near future, antivirus updates on-campus will be provided through Windows Updates

Security: Backing Up Files


• Don’t store sensitive data on your desktop computer• Missouri State University has both data classifications and

guidance about information security in the Policy Library• Sensitive data could be a single piece of information or a

combination of information• Social Security Numbers• Name + Birth Date + Address + Phone Number

• Use Bear1 or other network storage as available• Contact Information Security Officer with questions

Security: VPN


• Creates secure connection to the campus• Can be used for accessing campus resources from

off-campus• Does not encrypt the connection such that no one

can see what you are doing, just provides a connection into the University’s firewall• It’s like your laptop or home computer is now plugged in on-

campus• This means that if you have a virus, it can now spread to the

campus


• What is the Help Desk?• What services does the Help Desk provide?• What happens when we call the Help Desk?• When should we call the Help Desk?• What statistics does the Help Desk gather, and how

do they use those statistics?

Computer Services Help Desk: Roadmap

Computer Services Help Desk


• Encompasses both the Call Center and the people who come and fix your computer

• Services provided:• Troubleshooting (software and hardware)• Printer setup• Hardware warranty replacement• Computer upgrade and data transfer• Solution development• Purchasing consultation


• Lots of special projects and research & development• Always working to do things more efficiently to free up time so we

can expand and improve services for the campus community• Examples from what we’re currently working on:

• Digital signage project for a number of departments• Next generation printing services• Application distribution and retrieval



• When You Call:• Student worker answers the phone• Student worker puts in a ticket and attempts to resolve the issue• If issue is resolved, they close the ticket; if not resolved, they add

as much information as possible• If a visit to your office is needed, someone will call before coming

out• Faculty Blackboard questions go straight to our “tier 2”• We may ask for an email to create a paper trail, such as when

requesting permission to a University resource



• When to call the Help Desk• Any time we’re open• Peak times of office support seem to be the middle of semesters• For emergency issues, call us and we’ll prioritize based on

severity• Blocker: Completely prevents work from being done• Critical: Prevents you from doing key aspects of you work, but

some work can still be completed• Major: Default priority• Minor: Never used• Trivial: Lost & Found



• More on Blocker tickets• All viruses are entered as Blockers• If you have a blocker due to a computer dying, we’ll get someone

out as quickly as possible• We have loaner computers available while a computer is being

fixed

• Generally, tickets are taken First In / First Out• We use the MOJIRA Work Management System to manage this• We want to help everyone as quickly as we can



• Gathers and analyzes statistics from JIRA, LabStats, and BearPrint• JIRA: Number and type of support interactions in a week• LabStats: Number of lab visitors, hours of use, and applications

used• BearPrint: Number of pages printed


Microsoft Windows 8 and Microsoft Office 2013


• Open-Access Labs are moving to Windows 8 and Office 2013 this summer

• For offices on-campus, the Desktop & Mobile Group is working on Office 2013 distribution

• Windows 8 is already being installed for those who want it

• We don’t generally do campus-wide deployment or application updates all at once

Online Resources


• Experts Documentation Wiki• All the documentation we use to help you is on this site, and you

can both see and contribute to it!• Includes general technical documentation as well as

documentation specific for Blackboard Learn 9.1, Banner 8, My Missouri State, and many other things

• Help Desk Website• Notices about maintenance or outages• Get Hardware and Software• Training & Documentation• Contact Us

Questions?


Matthew StublefieldLab Support Administrator

Computer Services

[email protected]

Documents

Administrative Professionals Forum Computing@MissouriState