TABLE OF CONTENTS ITS ANNUAL REPORT OUR MISSION. Major Achievements & Statistics 1. Data Information Management 4. Desktop Computer Services 6

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1 ITS ANNUAL REPORT

2 OUR MISSION ITS is a diverse team of highly dedicated professionals committed to our students, faculty, staff, and the community. Our mission is to provide technology solutions, services, and support founded on the business needs of our campus community. We strive to support and enhance the mission of the University of Michigan Flint. Our focus is to use technology to inspire students, empower educators, enrich administrators, and improve the state of Michigan and the world. TABLE OF CONTENTS Major Achievements & Statistics 1 Data Information Management 4 Desktop Computer Services 6 ITS Helpdesk 8 Mediated Classroom Services 10 Network Systems Support 12 Security Services 14 System Administration 16 Web Services 18 ITS Training 20 ITS ANNUAL REPORT

3 ITS Major Achievements & Statistics 2016 / ITS staff and a number of student staff working across 10 units have come together to create major positive change on the University of Michigan Flint campus this last year. 300 wireless access points upgraded 10GB Connections available after router upgrades 60% Reduction in users falling for phishing links during phishing awareness campaign 6015 tickets resolved 94.3% Overall Excellent reviews 4700 Devices maintained by DCS 1324 Unique Orders placed with MCS 2035 Pieces of Equipment Delivered by MCS 1 2

4 Harvey Sherman, Associate Director Jennifer Daraiseh, Business Process Consultant Intermediate 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 Data Infomation Management Overall Satisfaction 0.3% 1.2% 13.2% 85.3% DATA INFORMATION MANAGEMENT BANNER 9 UPGRADE: Much progress has been made this past year toward our Banner 9 upgrade. Plans are to have the Administrative pages in production by February and much of Self Service ready by July of COMMON APP Common App allows students to create one application and submit it to multiple colleges and track deadlines for requirement submissions. Common app needed to be set to import the data from Common app and store it in Banner. AUTOMATE WAS UPDATED TO ALLOW JOB CHAINS Automate allows banner users to schedule jobs to run at designated times. This year we added a feature to allow Automate to process multiple jobs. If job 1 is successful then job 2 will automatically run, etc.. UPGRADED TO ORACLE 12C Oracle Database 12c is a next-generation database designed to meet our potential cloud service needs, providing a new multi-tenant architecture on top of a fast, scalable, reliable, and secure database platform. By plugging into the cloud with Oracle Database 12c, we can improve the quality and performance of applications, save time with maximum availability architecture and storage management and simplify database consolidation by managing hundreds of databases as one. 3 4

5 Jason Gooding, Desktop Support Specialist Senior Eric Trantham, Desktop Support Specialist Associate Tyler Long, Desktop Support Specialist Associate Desktop Computer Support Overall Satisfaction 3.1% 0.2% 0.5% 0.9% 1.4% 93.8% DESKTOP COMPUTER SERVICES PRINT SERVERS AND XEROX UPGRADES In cooperation with the NSS team the DCS technicians have begun the transition of all departmental printers to a new managed print server. By creating and managing the new server, all networked departmental printers are managed and installed remotely without user interaction. DCS has also been working closely with departments on campus on the Xerox project that is replacing all of the old Konica MFP devices on campus. This project will continue over the next few months and will involve most offices on campus. WINDOWS 10 UPGRADES DCS Technicians assisted with the planning and implementation of departmental moves, Student Lab upgrades in FH 202, 3174 WSW, 3175 WSW, 3156 WSW and Thompson Library. All imac computers managed by ITS have also been upgraded in both the instructional lab and open labs. DCS technicians along with the ITS students upgraded departmental laptop carts in French Hall, Murchie Science Building and William S. White to Windows 10 and removed outdated equipment where needed. This past year the DCS Technicians have streamlined the deployment of PC s and Macs on campus with the continued use of SCCM and the Kasper servers. DCS technicians continued to renew their HP Certifications for repairing equipment under manufacturer s warranty for faculty, staff and students. DCS is currently supporting over 4700 campus devices including VDI s, laptops, desktops, Mac desktops, Apple ios devices and departmental printers. 5 6

6 Anthony Mills, Helpdesk Coordinator Intermediate Nick Dean, Customer Helpdesk Technician Associate Bryan Fauble, Customer Helpdesk Technician Associate Parker Schadegg, Customer Helpdesk Technician Associate Helpdesk Overall Satisfaction 3.4% 0.6% 0.1% 0.1% 1.5% 94.3% ITS HELPDESK NEW ITS STUDENT WORKERS Over the last year, the ITS Helpdesk, in conjunction with the other ITS service departments, have been working to better develop and utilize student employees. We have strategically hired several new students to work and train with full-time staff. This not only provides excellent hands-on training for students but also helps ITS maintain customer satisfaction and quality of service during times when full-time staff may be unavailable. LAB UPGRADES During the Summer, the open computer lab located in 205 French Hall was updated to brand new HP All-In-One computers. The open computer lab located in the library was also updated with new HP Mini Desktops to replace the aging VDI system used previously. The open computer lab located in 3174 and 3175 William S. White were updated with computers that were re-purposed from the Ann Arbor campus. ITS VISITS DEPARTMENTS The ITS Helpdesk and other service groups in ITS have been regularly attending departmental meetings of other departments around campus to increase ITS exposure, introduce end users to ITS staff they may never otherwise see in person, to gain feedback from departments on what they like, or possibly don t like, about the services that ITS provides, and finally inform users about services that we currently provide that they may not be aware of. We ve made several connections with users on campus and gathered valuable feedback. 7 8

7 Erik Taipalus, Project Engineer Intermediate Erik Hoffman, Audio-Visual Technician Nick Looney, Audio-Visual Technician In addition to fixed equipment, MCS had over 2,100 deliverable equipment reservations over the last year. Figure 1: This graph shows the amount of equipment requests that MCS has been responsible for over the last year broken down by month. MEDIATED CLASSROOM SERVICES EQUIPMENT USAGE MCS has continued monitoring equipment usage in classrooms by utilizing Crestron s device usage module. This data is critical to helping us understand usage patterns and to help plan future equipment upgrades. In the three graphs below, we have broken down our 83 total Crestron classrooms into general classrooms (42), departmental classrooms (35) and instructional labs (6). Here you can see the total utilization in hours of each source we provide over the course of the budget year, which total nearly 34,000 hours of equipment usage time! MCARD STATION IMPROVEMENTS MCS implemented new procedures and some new equipment in order to upgrade the cameras and computers on all of the M-Card stations, and reduced customer wait times during the M-Card events at the beginning of semester. This process will continue to be refined. NURSING AUDIO UPGRADE MCS worked in conjunction with the ITS Project Management team to facilitate audio upgrades in two important classrooms for the School of Nursing. The technology included wearable microphones and were a good test case for future audio upgrades in future spaces. SMARTCART REPLACEMENT STANDARD MCS worked in conjunction with the ITS Project Management team to implement new simplified classroom technology carts in a number of departmental classrooms. The new carts are designed to replace the original Smart Carts contained in many classrooms on campus, with many of the carts being more than 10 years old. While not featuring all of the capabilities of the full Crestron classrooms, all of the important technology functions are retained and in most cases, the projector will be moved to the ceiling allowing for more convenience and a smaller footprint for the cart. Mediated Classroom Services Overall Satisfaction 0.6% 0.6% 98.8% 9 10

8 Harrison Bacon, Network Architect Intermediate Jeff Kenas, LAN Administrator Intermediate Cuong Lai, Systems Administrator Intermediate Network Engineers Overall Satisfaction 2.5% 2.0% 95.5% NETWORK SYSTEMS SUPPORT Network Engineers develop and maintain 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, engineer s campus computer labs and classrooms, provides support for Blackboard, Portal, and Merit s WAN, maintains a campus-wide backup system, and manages system security. CAMPUS FIBER PLANT UPGRADE The campus fiber plant upgrade, phase two, was started and the majority of the physical hardware was purchased and staged in warehouses for the start of the project. Phase 3 is projected to start in January of 2018 in which the remainder of the hardware will be purchased and will lead into a formal project bid for third parties to install. WIRELESS UPGRADES The wireless infrastructure upgrade entered phase one as the equipment purchased in 2010 has finally reached the end of life and end of support stage. Phase one includes all University owned buildings south of the Flint River, excluding the Student Housing buildings. Phase two will begin during the Winter semester of 2018 and will include the remainder of the buildings, excluding Student Housing. ROUTER UPGRADES All campus building routers were upgraded replacing the existing 9-year-old routers. These routers will help improve stability, security and enable faster network connections needed for classrooms and research projects. With the addition of the new routers we will soon be able to offer 10Gb connections to desktops locations, as needed. This also enables us to better utilize and participate with other Internet2 connected Higher Education institutions around Michigan as well provide higher bandwidth to the Ann Arbor ARC-TS services and FLUX computing on demand services

9 Scott Arnst, Director Information Technology Services Thomas Nyongesa, Data Security Analyst Security Overall Satisfaction 1.1% 98.9% SECURITY SERVICES SECURITY RISK ASSESSMENTS We conducted security risk assessments on critical systems that process sensitive information. - Identified where sensitive information resides to ensure appropriate protection. Guided our users to follow best practices relative to sensitive data stored on department drives or other locations. - IT Security Risk Analysis (RECON). We worked with Umich IIA to perform risk assessments on the International Center s critical systems to identify weaknesses and vulnerabilities and operated to ensure that the final list of recommendations and action items were implemented to address the findings of the risk assessment. INCIDENT MANAGEMENT To ensure that serious computer security incidents are promptly reported to ITS and are consistently handled according to UM & Flint procedures we created a link on our portal for users to report incidents. The consistent reporting and handling of all information security incidents is important to minimize their negative consequences. SECURITY AWARENESS TRAINING We conducted a Phishing campaign for the months of July, August, and September. The campaign s purpose was to increase awareness about spear phishing. Creating a culture of cybersecurity is critical for our academic institution and it is a responsibility that should be shared by all. We created a Phishing training link on our portal for our users to test their Phishing skills: ACTIVE THREAT MONITORING We responded in a timely manner to the global ransomware attack known as WannaCry by making sure that all our computers and servers were safely patched and all vulnerable machines removed from the network and patched before being allowed back on

10 Philip Erlenbeck, UNIX Systems Administrator Associate Sidney Horton, Desktop Support Specialist Senior Don Stockley, Systems Administrator Associate Jordan VanDusen, Systems Administrator Associate Systems Engineering Overall Satisfaction 1.6% 0.2% 0.5% 97.6% SYSTEM ADMINISTRATION DATA CENTER UPGRADE During the summer months, the Systems group implemented a new converged data center with shared cooling, power, networking, and management. This new architecture simplifies the management and support of our equipment and allows for modular expansion of compute resources. VMWARE RENEWAL Each year we renew the licensing and support contract for our VMWare software which supports over 400 virtual servers in our environment. This year we were able to make some changes to our contract that saved ITS over $17,000 while still maintaining our existing support levels. PASSWORD SYNC After over a year in development and testing in collaboration with Ann Arbor ITS, we completed a project designed to synchronize our AA passwords to our Flint accounts. This project will reduce the number of passwords employees need to remember and increase the time between password changes to 1 year. This project has already started to roll out to departments across campus and is expected to be completed by the end of December CENTRALIZED IMAGING Implemented a central imaging process using modular components for all ITS supported windows devices. This new process allows improved customization and reliability to better service the wide range of models and use cases available on campus. PRINT SERVERS Implemented segregated print servers and print queues for all new networked printers on campus. This new system allows us to more reliably and rapidly deploy, configure, and update the available printers to any given area. The new solution also enables ITS to enforce more consistent access control as needed. UPCOMING We are exploring solutions to move our computing environment to an hybrid cloud that will allow us to leverage both on site resources as well as public cloud offerings to offer our campus the best options to meet their needs in a rapidly changing landscape

11 Tim Todd, Webmaster Joel Howard, M.S., Web Software Developer and Adjunct Lecturer in Computer Science Donald Wilcox, Applications Programmer Associate Web Overall Satisfaction 6.7% 93.3% SERVICES COMMUNITY PROVIDER DATABASE The Web team continued working with CAPS on the Community Provider Database, a resource offered to the community and campus, to help users find psychological help. This project was completed in Fall of The system provides self-service registration of providers, extensive search filters for end users, and administrative management of providers for CAPS staff. ITS INTRANET A new ITS Intranet was developed that includes Change Control, Project Management, Ordering System, and employee hardware management. This system allows ITS to efficiently track system changes, make sure projects are completed thoroughly and on time, and submit and track orders as well as track equipment. ALUMNI ACCOUNT/PAPERCUT PORTAL The rewritten Alumni Account and Papercut Portal was completed. The purpose of the portal is to automate the addition of PaperCut funds and the automatic creation of tickets for alumni account requests. Also, logic checks were added to ensure only users who meet our requirements can apply for an alumni account. ONLINE PAYMENT PROCESSES We have been asked to meet new PCI (Payment Card Industry) requirements from the University of Michigan s Treasurer s Office to assure that we are in compliance with PCI. We have been working with Ann Arbor to come up with a solution to assure that our online payment processing is in compliance. A solution has been developed which was approved by the Treasurer s Office, and will be implemented this winter. RECREATION CENTER MANAGEMENT PLATFORM Over the Winter/Spring/Summer semesters, the Web team has been working with the Recreation Center to get them off of their current management platform, and onto a modern software platform that will improve their business processes. The Web team researched several software options and reached out to Procurement to see what Ann Arbor was using. We adopted Innosoft Fusion, which is what Ann Arbor is using and was able to get Flint covered under Ann Arbors contract. The solution went live at the beginning of Fall. 17 WEB 18

12 Dennese Bandyk, ITS Trainer Software Training Tailored to Your Needs! Available to faculty, staff & student workers 19 ITS-TRAINING ITS SUPPORTED SOFTWARE TRAINING If you need personalized, One-on-one, group, or departmental university supported software training, ITS Training can design/ customize the training that will meet your specific needs and fit it into your schedule. WHATS NEW WITH MICROSOFT ITS Training facilitated a Technology Information Session called What s New with Microsoft this past year. Two Microsoft representatives visited campus and spoke about Microsoft s newest software, hardware and technologies. For more information on upcoming sessions and to register, please visit: TRAINING.ITS.UMFLINT.EDU Or contact: DDBANDYK@UMFLINT.EDU 20

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