1

Table of Contents

About ITS…………………………………………………………………………………………………………………..2 ITS Staff……………………………………………………………………………………………………………………..2 Year in Review……………………………………………………………………………………………………………4 Data Information Management…………………………4 Desktop Computer Services……………………………….5 Helpdesk……………………………………………………………6 Mediated Classroom Services…………………………….7 Network Systems Support………………………………….8 Project Management…………………………………………8 Security Services………………………………………………..9 Systems Administration…………………………………….9 User Services…………………………………………………….10 Web Services…………………………………………………….11 Supporting the Community………………………………………………………………………………………11 External Publications and Presentations…………………………………………………………………..12 Looking Ahead…………….……………………………………………………………………………………………12

2

About ITS The Information Technology Services (ITS) department supports the technological needs of the University of Michigan-Flint. With the exception of the management team, each ITS staff member falls into one primary service unit within the department: Data Information Management, Desktop Computer Services, Mediated Classroom Services, Network Systems Support, Security Services, User Services and Web Services. ITS Staff ITS employs over forty-five regular and student employees dedicated to serving the university. Student employees account for positions in the reception area, HelpDesk, and in each of the ITS service teams.

The Management Team provides the overall decision making and supervision for the department. Scott Arnst, Director Information Technology Services Kenneth Heiser, Associate Director Information Technology Services Harvey Sherman, Associate Director Information Technology Services

Data Information Management (DIM) maintains UM-Flint’s central administrative databases, regulates data integrity, develops custom applications to enhance central processes, and offers consulting services for design, development and implementation of non-centrally-operated databases.

Jennifer Daraiseh, Business Process Consultant Intermediate John Dittmer, Applications Programmer Senior Cleatus Henderson, Applications Programmer Senior Scott Hoover, ERP Business Analyst Intermediate Kelly Johnson, Applications Programmer Intermediate Mary Mercado, Applications Programmer Intermediate Steven Nofs, Database Administrator Lead

Desktop Computer Services (DCS) performs the installation and maintenance of all desktop computers and printers on campus, including software and connections from the workstations to the communication closets, and provides consultation and assistance on all computer-related purchases for the campus.

Jason Gooding, Desktop Support Specialist Senior Supervisor Eric Trantham, Desktop Support Specialist Associate

The Helpdesk offers support and consultation via email, telephone and office hours, furnishes end user documentation for software and electronic processes supported by ITS, provides software training for faculty and staff, and staffs three public computer labs available to students, faculty and staff, including extended evening and weekend hours.

Dennese Bandyk, IS Training Specialist Intermediate Nick Dean, Customer Helpdesk Technician Associate Benjamin DeMaar, Customer Helpdesk Technician Associate Tyler Long, Customer Helpdesk Technician Associate Anthony Mills, Helpdesk Coordinator Intermediate Jordan VanDusen, Customer Helpdesk Technician Associate

Mediated Classroom Services (MCS) engineers campus computer labs and mediated classrooms, maintains classroom equipment, provides training on supported equipment and evaluates customer satisfaction with instructional applications, maintains the ITS Technology Center for video production and multimedia assistance, provides CD/DVD duplication services, and oversees distribution of mobile

3

computer classrooms. In addition, they work with facilities management to keep the furniture count in general classrooms consistent and coordinate the purchase and installation of replacement furniture.

Erik Hoffman, Audio Visual Technician Nick Looney, Audio Visual Technician Melissa Storch, Laboratory/Classsroom Services Supervisor

Network Systems Support (NSS) develops and maintains 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 and print queues, engineers campus computer labs and classrooms, provides support for Blackboard, Portal, and Merit’s WAN, maintains a campus-wide backup system, and manages system security.

David Arnould, Access Control & Security Systems Specialist Harrison Bacon, Network Architect Intermediate Jeff Kenas, LAN Administrator Intermediate Cuong Lai, Systems Administrator Intermediate

Project Management serves as a central point of contact into, and out of, ITS for project related requests. When you have an IT project related question and do not know where to go with it, start with us. We work closely with Facilities & Operations to ensure that work conforms to University standards, and to assist with the technology portions of Facilities & Operations projects.

Erik Taipalus, Project Engineer Intermediate Michael Daniels, Project Engineer Associate

Security Services provides and supports UM-Flint’s information technology security, facilitates campus-wide incident response activities, and provides security assessments, consultations, and network scans.

Brandon Kaines, Data Security Analyst Associate

System Administration creates, develops, and maintains the Linux and Windows servers for academic computing; administers campus-wide communication software and user accounts; maintains network storage and print queues; engineer campus computer labs and classrooms; provides support for Blackboard Portal; maintains a campus-wide backup system; and manages system security.

Philip Erlenbeck, Unix Systems Administrator Associate Sidney Horton, Desktop Support Specialist Senior Mark Mercado, Unix Systems Administrator Intermediate Adam Robinson, Unix Systems Administrator Intermediate Donald Stockley, Network Administrator Associate Zach Stone, Network Administrator Associate

User Services maintains six computer classrooms of various sizes and platforms for academic instruction, coordinates Security Awareness and Piracy Campaigns for students, and administers computing sales to students, faculty, and staff.

Scott Arnst, Director Information Technology Services Kenneth Heiser, Information Systems Associate Director Angela Lawrence, Business Administrator Associate Melissa Storch, Laboratory/Classroom Services Supervisor Erica Burns, Secretary Intermediate

4

Jennifer Daraiseh, Business Process Consultant Intermediate Jason Gooding, Desktop Support Specialist Senior Joel Howard, Web Software Developer

Web Services provides design and HTML programming assistance and technical support for university web pages, provides instruction and support for creation and maintenance of departmental websites using the university content management system (CMS) and blogging system, and supports online collaboration such as SharePoint. Tim Todd, Web Software Developer Joel Howard, Web Software Developer Donald Wilcox, Applications Programmer Associate The Information Technology Services (ITS) department worked diligently to supply UM-Flint with the most advanced, efficient technology throughout the 2013-2014 academic year. New solutions were introduced while several other technologies were upgraded and even more investigated. Year in Review Complete Lab Anywhere so that students, faculty and staff can access an ITS computer lab machine from anywhere either via a web browser or through client software. It took almost a year for Ann Arbor to complete the review of our software license agreements however, we have implemented Lab Anywhere so that students and employees can access a computer lab machine from anywhere in the world. Release campus wide digital signage system developed on Drupal. ITS sought to find an alternative,

no-cost, ITS supported, digital signage solution for University departments. This system was built on the

same platform as the university website, Drupal, which has proven to be easy to use. ITS has developed

several content widgets, including a weather widget, a rotating image banner, department hours, ITS lab

stats, and a text widget, that will allow departments to display their content using a handful of

predesigned layouts.

This project was completed and ITS and other departments are using this free digital signage system.

Make significant progress on placing server backups as well as stand by servers in Amazon Web Services

for the purpose of disaster recover.

ITS has nearly completed investigating the systems and tools needed to implement DR in AWS. We have

started storing backups of I and H drives in AWS.

Implement the EDUROAM wireless network which is a world-wide service that allows patrons visiting

different universities, other than their own, to seamlessly connect to campus Wi-Fi using home university

credentials. This greatly enhances the Wi-Fi experience that UM Flint employees and students will have

when visiting other higher education institutions, as well as visitors to our campus because Internet

access can be obtained without having to create a guest account.

This project was completed and Eduroam is available across campus making it easier for visiting faculty, staff and students to access our wireless network

Data Information Management This year the University has made it a priority to allow students to specify a preferred first name. The

5

preferred name will be displayed on class rosters, Blackboard, email and other unofficial documentations

and forms. The DIM team has been busy updating several systems to accommodate the preferred first name. 85% complete – Still need to create the page in SIS that allows them to update to a preferred first

name and add the ability to search by preferred name in SIS and Banner. DIM team has worked steadily this year on making single-sign on with two-form factor authentication

available for Banner. The new login process makes it possible to log into Banner with LAN/e-mail password

and an MToken, eliminating the need for a Banner password. Some users will still need their Banner

password in order to run MS Access, SQL queries or reports.

Every year DIM makes several changes to applications to enhance the student experience when navigating

SIS

Updated addresses and phones – redesign SIS page. More user-friendly, ensuring accurate data.

Completed project to clean all address data once a month (cleanaddress batch cleaning).

New Graduation Ceremony Registration, Graduation Application (SIS)

New Financial Aid Award Letter (SIS)

New – collection of Digital Tax Form authorization

Online Admissions Application changes (worked with Graduate Admissions, Admissions, and Intl. Center)

New International Payment option – PeerTransfer integration with SIS.

New Advisor Holds SIS page

Desktop Computer Services DCS Technicians continued to renew their HP Certifications for repairing equipment under manufacturer’s warranty for Faculty and Staff. The Technicians have also maintained support for older Dell Equipment,

Printers, Apple Computers and iPads.

DCS Technicians worked to accommodate temporary moves of equipment and staff for most departments in Murchie Science Building, plus the additional $2,000,000 STEM equipment upgrade, which has allowed

CSEP, Biology, Chemistry, Math and ERS to invest in new technology to support STEM-related programs.

6

DCS has continued to setup, install, and maintain VDI zero clients in student computer labs, Academic

Advising, First Street Residence Hall and various test users across campus.

Helpdesk Over the course of the last year ITS has implemented several improvements to the helpdesk and lab areas

across campus. We have redesigned the helpdesk area in 206 MSB to improve customer service and the flow of people visiting the helpdesk. The new furniture is visually appealing and includes counters for

visitors to approach technicians with problems or questions.

The desk.com ticketing system has replaced the outdated Altiris system. Desk.com now provides a very

clean and easy to use interface that has helped to improve communication between the technicians and

customers. The new ticketing system is based around email so that any updates to the ticket will be

relayed to the customer via email immediately. Once the user receives the update via email they can reply

back to the email and it will automatically update the ticket and alert the technician. This helps insure that

users and technician are always on the same page. Desk.com also includes a mobile app that technicians

can use to access and update tickets right from a smartphone or tablet.

The university computer labs received many new upgrades last year as well. Thin clients and zero clients

received backend updates such as upgraded RAM and faster hard drives to improve performance for the

end user. In the 206 MSB lab the older Dell computers were replaced with newer and faster HP Pro Desk

computers. ITS partnered with Michigan Office Solutions (MOS) to upgrade the printers in all of the labs

to new Xerox all in one units. The new printers include a card swipe for students to access their print jobs

eliminating the need for additional print release computers near every printer. Students now have the

ability to scan their documents to email from the same printer.

7

Mediated Classroom Services Recent upgrades to Webcheckout allow improvement reporting of the MCS Equipment Requests from the

campus. MCS has had over 2,000 equipment reservations over the last year. Since reservation volumes

changes drastically depending on the semester, here is a graph that breaks the reservations down by each

month.

MCS has unveiled our new standard for a compact and efficient mediated cart to suit a classroom large

or small. The cart is equipped with all of the same technology found in the smart carts across campus

but has half of the footprint. Equipped with a fully adjustable monitor arm on top, and two optional

flip- up shelves on either side, there is still plenty of desk space.

MCS has overseen the design and support of 11 new departmental rooms for Chemistry, CSEP,

Mathematics, and Biology during the first two phases of the MSB renovation project. These rooms are all

equipped with new Crestron equipment and are fully automated. MCS will also be taking part in the

installation of 10 additional mediated rooms during the 3rd phase of MSB renovation that is currently

ongoing. These rooms are going to greatly assist the professors in teaching their students.

The MCS website, located at http://umflint.edu/mcs, has been fully updated with information on every general classroom including seating capacity, chair style, available equipment, along with several other

details that will assist professors in knowing the details of the room they will be teaching in. We have also included various pictures of each room to provide further information. In the future we plan on including

the individual layout of each room to give professors an exact picture of how the room will be orientated.

Two of our delivery laptop carts have been upgraded to HP laptops with Intel Core i7 Processors and 8 GB

of RAM. We now have 3 carts of 30 laptops that contain new HP laptops and 1 cart that contains Thin Client laptops that can be delivered almost anywhere on campus.

Over the course of the year, MCS worked closely with University Relations for the recording and live

streaming of several major events including the Inauguration of Chancellor Borrego, the December 2014

8

and May 2015 commencement ceremonies, and the 2015 Francis Willson Thompson Critical Issues Forum.

Network Systems Support Ross house linked to campus network via fiber – Successfully connected the Ross house to the rest of

campus extending our fiber infrastructure to provide better connectivity and increased security on the premises.

Created new fiber pathways between the two campus data centers (WSW 4137 – MSB 202). More reliable connectivity and greater network speeds (40 GB) between the two server rooms is essential in providing

robust speedy data access.

Lansing Community College, Saint Clair Community College and Wayne County Community College were all

successfully connected back to the Flint campus to provide secure access for our remote students.

Project Management

Murchie Science Building Renovation Phase 2 – Completion of a new energy efficient computer lab for the

chemistry department on the 5th floor. During the creation process for this space we were able to extend

the chemistry software to all of the computer labs on campus. Currently the engineering program is

benefiting from this change.

Thompson Center for Learning and Teaching – Renovation of the Library 134 suite into office space and a

training room. The training space was outfitted with an interactive projector so that teachers can explore

9

new ways to use technology for teaching.

Security Services Security Services selected a new encryption product Symantec desktop encryption to replace the outgoing

solution GroupShare. We are working on migrating departments from the old solution over to Symantec. The new solution has proved to be far more reliable and use of the software has already

surpassed that of GroupShare.

Security Services along with ITS training, and the Helpdesk held open sessions on the new University SPG

601.33. SPG 601.33 governs the use of personal devices when used with sensitive institutional data. In addition to explaining what the new SPG means to the campus community we also helped users secure

their mobile devices at the sessions. http://spg.umich.edu/policy/601.33

Security Services along with ITS training and the Helpdesk provided open training regarding research data.

The training covered the identification of sensitive data as well as the ramifications due to data loss. Information on where to store different data types as well as methods of transmitting such data was also

covered. A live demo of how a hacker could compromise user data on a computer running up-to-date antivirus software was presented. The demo helped demonstrate the importance of user awareness in

regards to data security.

Security Services is nearing the completion of our periodic sensitive data identification. To date we have scanned over 1,470,000 files and identified sensitive data in 1700 locations. We have been working with

individual departments on making sure that this data is properly secured. We have also been evaluating a

separate tool that will enable departments to manage and discover sensitive data in their own departments.

System Administration Installed a new service called LabAnywhere. This new service allows our students to access our lab

environment from anywhere. The students access a webpage from home or any other location and access

10

a virtual machine which gives them exactly what they would get if they were sitting in a lab, the same login

page, all the software, and access to all their network drives.

Installed a new datacenter fabric that provides for 40 gigabit speeds for communication between servers. All VMWare hosts were moved to the new fabric which allows all of our virtual servers to use the fabric.

Most of the servers on campus are virtualized so this project has given them a solid performance boost,

thereby providing a performance boost for students.

Installed a new Storage Area Network (SAN) for our VDI labs to replace our outdated SAN. The drives are all solid state providing a significant speed increase over the antiquated system. The new SAN provides a

highly reliable and speedy platform for student lab use.

Installed a new backup appliance to cover backups for critical servers. The new appliance has increased our

capacity to store backups, improved compression and encryption capabilities, and provided a significant cost savings in on licensing and hardware.

User Services

Sales of various technology related products and services provided ITS an additional $35,000 this year. Our primary source of this additional funding comes from software sales, which includes products such as Microsoft Office 2013 for Windows and Microsoft Office 2011 for MAC’s, and Microsoft Windows 8 32 & 64 bit that are up to eighty percent off retail prices. For example, Microsoft Windows 8 Pro for sells in store for $199.99 and ITS sells it for only twenty dollars! Another portion of ITS revenue comes from

printing. After depleting the allotted 400 pages per semester, students and departments are able to purchase additional pages. This year additional printing revenue totaled $11,910 which helped cover the cost of expenses related to the printers, such as paper and toner. Other revenue for 2014-2015 included $968 for Dell/HP Warranty work and $3,460 for Alumni accounts. ITS also receives funds from departments to compensate for servers and web hosting which this year ended with a total of approximately $16,067.

11

Web Services The web group developed a system for the University to store and view BCP (Business Continuity Plan) data from the different departments on campus. The system is modeled after the existing paper copy developed by Mike Lane and the EHS Department. We incorporated the University’s Single Sign-On System (CoSign) for authentication. The system is broken into four levels of user permissions, each level will have varying permissions in the system. Users are able to view the current year’s completed Business Continuity Plan forms online via a web browser or they will have the ability to download a PDF copy of the report for storage/later viewing. Previous years will also be available, but only for PDF download. The BCP application will be hosted in the cloud, which will assure that it will be accessible even if our server rooms are not functional.

Undergraduate Admissions came to ITS to have the current transfer equivalency website updated both functionally and visually. The biggest request was to have the website work faster as some requests on the current website could take over two minutes load. ITS managed to get load times down to under a second. Along with speeding up the website, filtering and sorting was a must on the equivalencies.

A request was made to have the ability to track the UM-Flint shuttle bus via a mobile application and website. The web group researched vehicle tracking providers, chose the providers that best met the needs of the Student Government, and oversaw the installation and implementation of both the hardware trackers, as well as the application and website.

Staff Council made a request for an application that would promote Staff engagement, and allow staff to track their engagement. A new application was created for the Staff Council, which allows staff to track their engagement.

The M-Card application was developed that is used by Mediated Classroom Services group and academic departments to allow future and current students to submit information required by the M-Card creation process digitally.

In November, the web group presented no-cost, ITS supported, Digital Signage solution, built in Drupal, which is used all over campus, at the Michigan IT Symposium.

Supporting the Community Martin Luther King Jr. Day of Service - January 19, 2015 Several ITS staff spent the day volunteering at local sites including the North End Soup Kitchen and Adopt-A-Pet in Fenton. Participants experienced a diversity of ways to lend a hand to others – human and not, on this day of celebration, recognition, and service.

12

External Publications or Presentations Scott Arnst and Adam Robinson presented “Piloting Virtual Computer Labs” at the Educause annual conference.

Scott Arnst and Adam Robinson presented “Adventures of VDI in Student Computer Labs” at the annual Lab Man Conference. Jeff Kenas was interviewed for an article “How to Maintain Secure Internet Access with eduroam in the U.S. and Europe for an article for HigherEdTechDecisions that was issued by HigherEdTechDecisions. Looking Ahead

Continue to meet the technological demands of UM-Flint while concentrating on customer service

Complete Amazon Web Services Disaster Recovery proposal and present the findings to senior leadership.

Work with ITS Ann Arbor to purchase and potentially begin implementation of a digital signature system for the Flint campus.

Complete all phases of the Business Continuity Planning web application for Environmental Health Services and University wide utilization.

Complete implementation of single sign-on/dual authentication for Banner and web mail for the campus.