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    Putting Out the Fire Before It Starts: Proactive Technology ... Putting Out the Fire Before It Starts: Proactive Technology ... Presentation Transcript

    • Putting out the fire before it starts Proactive Technology Support Keelan Cleary, Bucknell University cleary@bucknell.edu Melissa Rycroft, Bucknell University rycroft@bucknell.edu
    • Copyright Keelan Cleary, Melissa Rycroft, 2006. This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.
    • Proactive Computing Support at Bucknell About ISR and Technology Support Information Sharing Tools Information Gathering Tools Preventative Tools Speciality Tools On The Horizon
    • About Bucknell 3,350 Undergraduates, 250 Graduate Students 299 Faculty, 723 Staff 1500 Computers in faculty/staff offices, departments, and private research labs
    • About ISR ISR = Information Services and Resources Merged Library and Computing Organization including Telephone Services Approximately 90 Staff in Two Buildings Four Service Points (Tech Desk, Reference Desk, Circulation Desk, Phone Office)
    • About Tech Support 15 Staff in 3 Major Areas: Tech Desk, Call Center, Field Support 80% First Contact Case Resolution Goal 47 Active Faculty/Staff Cases on March 20 In Fall 2003, Tech Support opened 2,632 faculty staff cases. In Fall 2004, Tech Support opened 2,333 faculty/staff cases. In Fall 2005, Tech Support opened 1,913 faculty/staff cases.
    • More Tech Support Campus Wide Four Year Computer Replacement Universal Image Standardized Remote and Local Admin Accounts
    • Our Service Philosophy ISR Service Motto: Our customer's success is our success.
    • Our Service Philosophy ISR Service Statement: We provide exceptional service in a timely and courteous manner, while finding efficient and creative solutions that meet the evolving and diverse needs of the Bucknell community. Our dedicated and knowledgeable staff seeks to understand the needs of our students, faculty, and staff. We recognize that our work and priorities ultimately support the academic mission of the university. We are proactive and visionary, anticipating the needs of our customers while planning for new and improved services. We take advantage of every opportunity to build relationships with our customers and help them to learn and grow.
    • Our Service Philosophy ISR Service Statement: We provide exceptional service in a timely and courteous manner, while finding efficient and creative solutions that meet the evolving and diverse needs of the Bucknell community. Our dedicated and knowledgeable staff seeks to understand the needs of our students, faculty, and staff. We recognize that our work and priorities ultimately support the academic mission of the university. We are proactive and visionary, anticipating the needs of our customers while planning for new and improved services. We take advantage of every opportunity to build relationships with our customers and help them to learn and grow.
    • Information Sharing x77777 Greeting Message Outage and Alert Center/Campus Alert Center 2020 System Tray Alert Training Sessions, Workshops, Brownbag Lunches, New Computer Training iNews myBucknell HEAT Channel
    • Information Gathering Angry IP Scanner Remote Profiler (diy) Inventory Scanner (diy) Autoruns Hard Drive/SMART Status Dameware Apple Remote Desktop (in progress)
    • Preventative Maintenance Tools Symantec Antivirus Corporate Edition WSUS: Windows Server Update Services SpySweeper Galaxy Desktop Backups
    • Desktop Backups Then, Systems managed: Veritas Netbackup 5 Servers 1000 Windows Clients Retrospect 200 Macintosh Clients Now, Tech Support manages: CommVault Galaxy 1300 Macintosh & Windows Clients
    • Speciality Tools Pre/Post SP2 Scans Netbackup Reinstaller Macintosh Norton Antivirus Remover 2020 System Tray Alert Installer Wake On Lan Webpage
    • On The Horizon Symantec Antivirus Console Group Policy Commercial Inventory Tool Commercial Software Remote Installer Next Generation Profiler