Program Details
The schedule below is tentative and will change before the conference date.
Sunday, June 22 2008
Time: 11:30 - 12:30 PM
Presentation 1A: Thin Client Implementation
- Presenter/Institution: Carol Jarom (University of Delaware) & Karl Vollmer (Oregon State University)
- Format: Lecture
- Theme: Future of ResNet
- Technical level: 5
- Location: Singer 161
- Description: The Information Technologies-User Services department at the University of Delaware has replaced existing "fat" Windows PCs with Sun Ray thin clients connecting to a Windows 2003 server running Terminal Services in two of their computing sites. We have coined the term WinSun terminals for these stations. In addition, this technology is being used for express stations in one of our busiest sites and in kiosk setups in our student centers. It has reduced staff support time, minimized security vulnerabilities and reduced hardware costs. No hard drives means no more ghosting to keep these systems clean and up to date. I will give an overview of our hardware and the software configuration we are using in this environment.
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Oregon State University uses the Linux Terminal Server Project (http://ltsp.org) to run web-enabled desktops in the dorm lobbies and dining halls. Each box is running a network boot copy Linux that is pulled from our central server. They do not have a internal HDD. Updates are as simple as a configuration change on the server. I will talk about how we implemented it, and why we chose Linux as well as some of the stumbling blocks we hit when implementing the system. ***********************************
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- Download Presentation - Oregon State University
Presentation 1B: Remote Support For Students
- Presenter/Institution: Eric Rosenberg (Stony Brook University), Behzad Barzideh (Stony Brook University)
- Format: Lecture
- Theme: Cool Tools
- Technical level: 3
- Location: Singer 351
- Description: Stony Brook University would like to present our remote support solution for students, Bomgar. Bomgar is a network appliance with a built in web server that allows remote connections to any computer with an internet connection. We have setup a URL to direct the students to the Bomgar box's web server. They are prompted to install a small plugin. Once installed, the remote support representative has full control of the user's desktop. The support session may be ended at any time by either the user or the rep. Once the session has ended, the remote client will uninstall itself from the remote computer. The remote client is compatible with Windows 9x - Windows Vista, OSX 10.3 - OSX 10.5, Ubuntu, Redhat, Fedora & Suse. Bomgar has helped reduce the need for dorm room visits and greatly improved response time. The appliance allows concurrent remote connections based on licenses. We currently have 10 licenses and 40 technicians. The appliance in place is expandable up to 20 concurrent connections.
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Presentation 1C: Creating and Maintaining a Walk-up Service Center
- Presenter/Institution: Liam Doherty (Illinois State University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 5
- Location: Singer 361
- Description: This presentation will focus on how Illinois State University created a walk-up service center for computer technical support on campus. Traditionally at ISU, ResNet, Help Desk, and TechZone (the campus computer store) were separate entities, each with their own form of computer support and audience. I will show how we brought together each of these support divisions, the process of collaborating with all departments to create a singular vision, and how we are maintaining that vision through the easy and difficult times.
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Presentation 1D: Be Aware You're Uploading - Notifying users upon p2p activity
- Presenter/Institution: Alok Vimawala (University of Michigan)
- Format: Lecture
- Theme: Security and Policy
- Technical level: 3
- Location: Tilley 205
- Description: In the midst of an onslaught of DMCA takedown notices, pre-litigation settlement letters and impending congressional action, the University of Michigan debuted a service called Be Aware You're Uploading (BAYU). The service aims to educate students and raise awareness by sending students an email when an IP associated with that student is seen to be engaging in peer-to-peer (p2p) uploads. The presentation aims to provide an overview of the service and will cover areas such as policy implications, privacy concerns and student response to the service.
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Presentation 1E: From Good to Great: Moving your organization to the next level
- Presenter/Institution: Gayleen Gray (University of Guelph)
- Format: Lecture
- Theme: Leadership and Management
- Technical Level: 0
- Location: Tilley 223
- Description: Computing and Communications Services (CCS) at the University of Guelph is moving from 'Good to Great' through a process of cultural and organizational restructuring. After one year, our transition is just rounding the first turn, but we have already seen a substantial shift in staff engagement. I would like to share our story and by doing so, I hope to motivate others to approach 're-organization' with the same 'people-centric' philosophy we have embraced. The presentation will outline how we have undertaken this process and I will provide some practical tools we have used.
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Time: 2:00 - 3:30 PM
Presentation 2A: A Whole New ResNet
- Presenter/Institution: Cheryl Skingley (University of Waterloo), Bill Baer (University of Waterloo)
- Format: Lecture
- Theme: Future of ResNet
- Technical Level: 3
- Location: Singer 151
- Description: We upgraded all of our switches in residence last summer. We plan to add wireless to the mix this summer and manage it all using Aruba. We're doing away with our land line telephones and going with a VOIP solution in September and...... we are testing multicast IPTV and might be getting rid of cable television too! We will demo these solutions during the presentation and share some of the ups and down it took to get us to this point.
Presentation 2B: It's about People... Not Computers
- Presenter/Institution: Amanda Grainger (University of Western Ontario), Jim Dunkin (University of Western Ontario)
- Format: Lecture
- Theme: Leadership and Management
- Technical level: 0
- Location: Singer 161
- Description: At Western, we believe in providing the best student experience and strive to create that experience for our staff and for the students we serve. We don't hire based on technical expertise. Instead, we provide our staff with training and quality job experience with significant responsibilities. During our presentation, we would be pleased to share our intriguing "non-technical" hiring questions, our advertising campaign, the simple "5-step troubleshooting process" and our philosophy of giving student leaders valuable career experience before they leave University.
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Presentation 2C: Re-Evaluating ResNet: Concepts and Tools to Maximize Your Operation
- Presenter/Institution: Todd Thomas (University of Northern Iowa) & Justin Wilbers (Missouri State University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 6
- Location: Singer 351
- Description: Many ResNet programs have become established, matured environments. This can be beneficial for both students and staff, but new ideas spark increased customer service and add value to a program. Through a combination of conceptual re-evaluation, small changes, and implementation of low-cost/free technology, improvements can be pushed forward, making a good program great.
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Presentation 2D: Hiring, Training and Retaining Top Notch ResNet Tech
- Presenter/Institution: Dan Marini (Northeastern University), Steve Grossman (Northeastern University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 3
- Location: Singer 361
- Description: Our ResNet methods of recruiting, training and retaining staff were totally revamped in order to respond to rapid increases in on campus student population and scope of services as well as increasingly complex technical demands. We will show how we have effectively addressed operational concerns by altering our internal strategies, by partnering with other University resources and by offering student staff more than just a job. We will also discuss the rationale for our extended (1 month) training program and detail the mechanics of module creation, topic coverage, Virtual Break/Fix components, yearly review/update, and scheduling. Our goal is to have student staff fully trained, integrated, and familiar with the campus before Move-In. Upon conclusion, attendees will have a framework with which they will be able to enhance their current hiring and training programs, as well as a roadmap to help establish and sustain a longer training schedule if it suits their own campus environments.
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Presentation 2E: Copyright Education for Students
- Presenter/Institution: Margaret Landsparger (Michigan Technological University), Carla Rounds (UC Santa Cruz), Alok Vimawala (University of Michigan), John Rocchio (UC Santa Cruz), Jan Gerenstein (Northern Illinois University)
- Format: Panel
- Theme: Security and Policy
- Technical level: 0
- Location: Tilley 205
- Description: This panel discussion/presentation will focus on Copyright Eduction for Students. We hope that this event will be both a audience participation session as well as a presentation of what is working at our respective universities.
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Presentation 2F: From Help Desk and ResNet to the best Service Center in town
- Presenter/Institution: Niki Serakiotou (Rice University)
- Format: Panel
- Theme: ResNet Operations
- Technical level: 0
- Location: Tilley 223
- Description: A narrative of the recent reorganization of the Rice Helpdesk with specifics on
- Hiring process for students; training, formal evaluation procedures, customer surveys of student performance
- OLAs between Help Desk and other IT teams
- How both student and permanent staff members create and update documentation; how we administer our incident management system
- How staff divides duties between supervising, support and training
- What we do on metrics and what we saw in improvements
- What is the strategic vision for the future: merging Help Desk and Resnet is only the first step in creating a competitive business, a Service Center on campus. - Download Presentation
Monday, June 23 2008
Time: 9:00 - 10:00 AM
Presentation 3A: Wireless - still not free!!
- Presenter/Institution: David Wieczorek (Loyola University Chicago), Alison Stillwell (Loyola University Chicago)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 4
- Location: Singer 151
- Description: Two years ago while Loyola University Chicago was expanding its wireless infrastructure the decision was made to accept and assist students with their personal wireless routers. The presentation will provide an update to that initiative and Loyola’s continued ResNet operations and support, both in a wired and wireless environment. The original presentation was given at the 2006 winter ACUTA conference.
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Presentation 3B: Pros and Cons of Computer Requirements (or lack thereof)
- Presenter/Institution: Jim Rizzo (Providence College) & Sean Ward (Bowling Green State University)
- Format: Panel
- Theme: Future of ResNet
- Technical level: 2
- Location: Singer 161
- Description: This panel will be discussing the computer requirements (or lack of) and programs we have at our various schools. We will analyze the pros and cons of why our various institutions have/have not developed technology requirements and computer (laptop) programs. In addition to the requirements, and as a natural extension, we will also discuss our support methods and what works and doesn't work with them.
- Download Presentation (Providence College & BGSU)
- Download Presentation (Miami University)
- Download Brochure (Miami University)
Presentation 3C: Spark: Web 2.0 Tools for the Entire Community
- Presenter/Institution:David Grogan (Tufts University)
- Format: Lecture
- Theme: Education and Learning Technologies
- Technical level: 2
- Location: Singer 351
- Description: Tufts University's Spark website (http://spark.uit.tufts.edu) is an integrated suite of Web 2.0 tools for teaching, learning, research, and co-curricular activities.
My presentation will
- briefly cover the history of Spark's development
- showcase innovative ways our users have used the technologies
- discuss the challenges in providing such a service
- talk about future developments.
For more information about Spark please see: http://campustechnology.com/articles/49205/ - Download Presentation
Presentation 3D: Measuring Customer Satisfaction – do you measure up?
- Presenter/Institution: Amanda Grainger (University of Western Ontario), Jim Dunkin (University of Western Ontario)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 0
- Location: Tilley 205
- Description: What does your Resnet customer population think about your overall service? Are your staff courteous and polite? Do students use your documentation? Have you done surveys, only to wonder about the reliability of the results? At Western we have devoted a lot of energy to surveying our customers and we will share our current survey questions and methodology that consistently produce accurate results with response rates of over 90%! We will discuss our successes and failures and then facilitate audience dialogue on winning strategies employed at other schools.
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Presentation 3E: (wiki + ResTechs) = (fresh documentation + organic knowledge management + good,cheap technical writers)
- Presenter/Institution: Niki Serakiotou (Rice University)
- Format: Lecture
- Theme: Cool Tools
- Technical level: 2
- Location: Tilley 223
- Description: Rice University IT adopted a wiki to use as a tool for internal documentation and for presenting content to the campus. The internal documentation was to include infrastructure configurations, internal procedures and organizational information. The “public” content to be presented to the campus would be replacing parts of our website, FAQs and guides and tutorials. In this presentation I will discuss
- How to allocate spaces and permissions within a wiki tool to enable student workers contribute to and maintain technical documentation.
- How to structure the pages to enable navigation.
- How to use plugins to feed reference materials.
- What techniques have worked (and what has not worked) to encourage participation from peers in It and from Restechs - Download Presentation
Presentation 3F: Building the Connection
- Presenter/Institution: David Ecker (Stony Brook University)
- Format: Lecture
- Theme: Leadership and Management
- Technical level: 2
- Location: Tilley 224
- Description: After researching most of my work on team building, motivation, culture, and creating great leaders. I found all a manager/leader needs is to establish a connection with their students/staff. These connections are key to meeting the objectives and goals of your group as well as providing outstanding customer service. This presentation will be an interactive audience participation session where I will demonstrate some ways I have built connections.
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Time: 10:15 - 11:15 AM
Presentation 4A: Oh the Places They'll Go - If You Let Them!
- Presenter/Institution: Loriann Higashi (Yale University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 0
- Location: Singer 151
- Description: Student employees can be used for much more than just computing help. This presentation will cover a number of projects that we have utilized our student employees for as well as the management provided to each project. Samples of end results will also be presented.
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Presentation 4B: Back it up, Bucknell
- Presenter/Institution: Bud Hiller (Bucknell University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 2
- Location: Singer 161
- Description: All schools deal with copyrighted content on student computers throughout the course of the year. At Bucknell, we provide full service at our tech desk for student computers, which includes software and hardware diagnosis, and which regularly requires re-imaging of the computer. The issue of what to do with many gigs of copyrighted material on student computers is a thorny one.
In order to better serve the student population, we have instituted a Back it up, Bucknell campaign. The purpose of this campaign is to better prepare students for that day when their hard drive dies or their computer slows beyond the point of repair.
The drive has 2 main points: back up your academic documents on Bucknell's 600mb of server space and back up your photos, music and movies on an external hard drive.
The word is spread through:
- bookmarks
- radio interviews
- print ads (student newspaper)
- posters
- YouTube
- Bucknell's web page, portal, and ITS Blog - Download Presentation
Presentation 4C: ConPortal Use Cases
- Presenter/Institution: George Casper (Bucknell University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 5
- Location: Singer 351
- Description: In the spring of 2007, Bucknell's Technology Desk was looking for a new system to help manage it's 40 student employees. There was also a major change about to happen in the university-wide payroll system. This presentation will discuss the challenges we faced, how we adapted ConPortal, an open-sourced web-based scheduling application developed at the College of Pomona, to meet our scheduling and timeclock needs, and how we've adapted it to suit other student-employing groups on campus. ConPortal was first introduced to the ResNet community at the 2007 conference. Come see what we've done with it, and how it might benefit you!
- Download Presentation
- Download Manual
- The most current ConPortal package and documentation from Bucknell
Presentation 4D: Creating Customized Diagnostic and Install Discs
- Presenter/Institution: Adam Bray (Yale University)
- Format: Lecture
- Theme: Cool Tools
- Technical level: 7
- Location: Tilley 205
- Description: I will show you how to create customized Windows XP and Vista discs that include slipstreamed updates, patches, and drivers, thereby reducing Windows installation time by more than 50%. Your Windows install discs will seamlessly detect and install everything you need to get Windows up and running as quickly as possible. For diagnosing computers that won't boot, I will show you how to create a customized troubleshooting disc that includes major hardware and software diagnostics. This custom CD can also boot into a Windows-like environment to recover personal files before reinstalling.
- Download Zip - 51MB, contains PPT and media
Presentation 4E: Digital Citizen Project: Copyright Infringement Program
- Presenter/Institution: Jason Tucholke (Illinois State University)
- Format: Lecture
- Theme: Security and Policy
- Technical level: 0
- Location: Tilley 223
- Description: During this presentation, I will present the data and findings Illinois State University has obtained as part of the Digital Citizen Research Project. I will also give a general overview of the Project, including the Project's origins and where we've been.
Tuesday, June 24 2008
Time: 9:00 - 10:00 AM
Presentation 5A: York Secure Scan vs Microsoft Windows - our story and how we dealt with it
- Presenter/Institution: Leonard Chow (York University)
- Format: Lecture
- Theme: Security and Policy
- Technical level: 7
- Location: Singer 151
- Description: Clients want to get ResNet Internet service - ResNet Network Administrators want a secure and safe network - and our ResNet Support Team is right in the middle of it! This is the story of how we dealt with York Secure Scan, the application on the York University ResNet network that grants permission to registration for Microsoft Windows workstations. First, a brief introduction to the history of the York University ResNet service will be done outlining the important role our York Secure Scan application takes to only allow clean secured workstations onto the our ResNet service. Next, there will be some discussion into the problems that were reported by clients (missing MS OS patches, problems loading MS OS patches, etc). Lastly, some solutions to the problems that we faced will be presented (how to get patches loaded) and our procedures for dealing with some of our more problematic clients/students.
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Presentation 5B: Career Development Program for Student Employees
- Presenter/Institution: Tom Rees (University of Arizona)
- Format: Lecture
- Theme: Leadership and Management
- Technical level: 0
- Location: Singer 161
- Description: Student Computing at the University of Arizona employs about 75 students in 7 different job categories, with widely varying salaries, responsibilities, and skill levels. But, student employees are students first, and employees second. Because of this we have a responsibility not only to be a good employer, but to enhance their education as well. To facilitate this, we have developed a Student Career Development program. The program builds a structure to allow our student employees to move along a voluntary career path of their choosing. We'll discuss how the program works, what it costs, what it's meant for both the students and our organization.
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Presentation 5C: Exorcising Ghost: Windows Imaging at Stanford
- Presenter/Institution: Dustin King (Stanford University)
- Format: Lecture
- Theme: Cool Tools
- Technical level: 6
- Location: Singer 351
- Description: Stanford University Student Computing manages several hundred Windows machines in over 100 locations spread out across the residences, libraries, and other public areas. We use Symantec Ghost to create full disk and partition images and to write those images back out to disk on our machines. However, we don't generally use Ghost to transfer images across the network, and we rely on a number of other management tools to reduce the frequency with which we perform full-partition or full-disk imaging. This presentation will provide an overview of how we use PXE booting, local Ghosting, patching scripts, configuration files located on network resources, SSH servers, Sysprep, and BITS to make our imaging model more flexible and efficient.
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Presentation 5D: ResNet Changes at Indiana University – for the last 2 Years and for the 2008 Fall Move-In
- Presenter/Institution: Lowell Furman (Indiana University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 4
- Location: Singer 361
- Description: In the last two years, Residential IT Services (RITS) at Indiana University has undergone major changes in our organization and processes. The change areas include: Vista OS preparation; Network Cable distribution; “Get Connected” software distribution; Move-in (Sweeps) process; and changes due to budget constraints. For Fall 2008, Indiana University is adding 90% more wireless access coverage in the residence halls. During the presentation, I will review the RITS organization, our processes, and the major changes we have made in the last two years. Then I will discuss the 2008 Fall Move-in planning process and the impact of 90% having additional wireless coverage in the residence halls. At the end, I will save time for discussions about other universities ResNet experiences.
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Presentation 5E: The Switch to Google Apps for Email
- Presenter/Institution:Chester Andrews (Oberlin College), Dee Childs (Louisiana State University), Erik Strahm (UC San Diego)
- Format: Panel
- Theme: Education and Learning Technologies
- Technical level: 3
- Location: Tilley 205
- Description: Oberlin College is choosing Google Apps (including Gmail) as the email platform for students, faculty and staff starting in Fall 2008. We will talk about planning, small pilot testing, broader pilot testing, implementation plans and successes. Dee Childs, Deputy CIO, Louisiana State University and Erik Strahm, University of California at San Diego will join the panel and provide their perspective.
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Presentation 5F: Evolution of the Student Employee
- Presenter/Institution: Tracie Greer (Indiana University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 2
- Location: Tilley 223
- Description: As the Human Resource Coordinator for Student Technology Consulting at Indiana University my objective is to recruit, hire, orient and professionally develop our 150 consultants and student supervisors. Our consultant pool is a melting pot of various majors, backgrounds and skill levels which gives us an eclectic mix of customer service representatives with innovative ideas and concepts. Two common issues we must all face are how to retain and motivate our employees. To help facilitate these challenging tasks we provide instant feedback through our full disclosure performance evaluation system and our implementation of “Wow” customer service through our adaptation of the “Fish Philosophy”. We do not hire to fire. We hire to develop. When turnover does occur we approach it as an opportunity for another candidate to realize their potential. My presentation will detail our employee evolution from the interview to their graduation and beyond. I will share my interview techniques, orientation program and how we train our employees to Wow our customers!
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Time: 10:30 - 11:30 AM
Presentation 6A: Homegrown Payroll and Office Management Applications
- Presenter/Institution:Bradlee Edmondson (Tufts University)
- Format: Lecture
- Theme: Cool Tools
- Technical level: 2
- Location: Singer 151
- Description: Managing student employees can be a difficult business. We have developed an online office management application that handles scheduling, shift trading, and hours logging (for multiple separate organizations), as well as temporary network registrations for our gaming console users and summer conference users. It includes meshed LDAP and stored-md5 password authentication, and daily and weekly per-position or overall schedule display. The current incarnation is running on LAMP in a VM, and we are developing a Ruby on Rails replacement on another VM on the same physical machine.
The presentation will include a demonstration of the application, showing its student-facing, employee-facing, and administrator-facing pages. It will go through the most common processes of logging hour, trading shifts, and administering users and schedules. It will also include an overview of the most common problems we have run into with the old application. The presentation will conclude with a showing of the newest version of the application and how we expect it to address the problems we have encountered so far. - Download Presentation
Presentation 6B: Hiring, staffing, training and timing: Meeting your needs and going beyond the University mission
- Presenter/Institution: Margaret Landsparger (Michigan Technological University)
- Format: Lecture
- Theme: ResNet Operations
- Technical level: 0
- Location: Singer 361
- Description: Between the hiring process, training, and staffing are you covering all the bases? Does your training match or exceed your university's mission or just meet your own needs? Are you fully preparing your employees for what they may encounter? I would like to share some of the pitfalls and successes we have encountered as we revamped our student hiring / training process and changes we look to make in the future to go beyond the minimum.
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Presentation 6C: ResDesk Ticket tracking and Network Management
- Presenter/Institution: Karl Vollmer (Oregon State University)
- Format: Lecture
- Theme: ResNet Operations
- Technical Level: 2
- Location: Singer 351
- Description: The presentation will cover our support request methodology on a high-level describing how we handle appointments, scheduling and some of our policies. We will then show ResDesk, an internally developed Helpdesk/Management application, and how it helps us do our jobs. We will release ResDesk under the GPLv2 during the presentation and briefly show how to install and configure it for your environment.
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Presentation 6D: The Real World: Facebook
- Presenter/Institution: Jennifer Ly (Stanford University), Josh Schiller (Stanford University)
- Format: Lecture
- Theme: Education and Learning Technologies
- Technical level: 2
- Location: Tilley 205
- Description: Strangers picked to go to college and live in the residences. Find out what happens when people use Facebook and start getting real. With most college students using Facebook, it has become an influential part of their daily lives. In this presentation, we will share the results from a study of Facebook in the residences at Stanford and how Facebook has shaped the attitudes and behavior of students in the residences. We also plan to cover what we've learned about its impact on residential life.
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Presentation 6E: Starting up a security class for students
- Presenter/Institution:Larry James (University of Nebraska – Lincoln)
- Format: Lecture
- Theme: Security and Policy
- Technical level: 4
- Location: Tilley 223
- Description: How to put together a security class for students, especially aimed at incoming freshmen. Things to be sure you include and best procedures for advertising the class. Also advice based on our experiences here at UNL.
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