UCCS

The last two years have seen more virus and spyware activity on Windows computers than the preceding fifteen years. Blaster and Welchia wreaked havoc in the fall of 2003 because most of us had never seen a computer be infected through simple connection ...

Many academic departments have their own computer labs or classrooms to meet their specific needs. The computers in the centrally managed facilities are highly reliable, secure, and standardized. The ones in the individual departments vary widely. As ...

Tired of maintaining multiple Windows 2000 images, the Central Connecticut State University, User Support Services team resolved to build an XP image for all supported computer hardware platforms. The focus of this "All in One" image project was ...

AutoIt is a free scripting language for Microsoft Windows that simulates Windows commands, mouse movements, and mouse-clicks; sends keystrokes to applications; and works with the clipboard to cut and paste text, among other tasks. Unlike many other ...

In the challenging business of customer service, it can be difficult to gauge how well you and your employees are doing. Since you don't usually create a physical product, measuring the somewhat intangible results of your work can be a challenge-...

At the start of the academic year in 2003, students with virus-ridden computers inundated the Simmons College Help Desk. They dropped off their machines, making it difficult for the Help Desk team to determine priorities. Technicians were virtually ...

Employing students in your I.T. organization presents many management challenges, but offers at least as many opportunities as well, not the least of which are the daily opportunities we have to promote the core academic values of our institution: ...

Computing Lab managers face unique challenges when providing an easily-maintainable and secure yet customizable work environment for students across multiple computers and computer labs, especially in media rich environments. An examination of the ...

At universities and colleges with decentralized IT support, small departments rarely have local staff to solve technology problems. Large departments at these institutions often provide their own IT staff. This system often creates an uneven computing ...

Many higher education institutions are searching for cost effective tools for the delivery of a feature rich, synchronous online learning environment. While there are commercially viable web conferencing products available to enhance the online ...

Delivering customer-facing support begins with good communication. Communicating technology information such as scheduled maintenance, current outages, software updates notifications, rollouts, changes to systems, etc. to students, faculty, and staff is ...

In this paper, I will examine the development and implementation of providing technical and pedagogical support for the University of Wisconsin (UW) system-wide Course Management System, utilizing a centrally located Help Desk that is staffed primarily ...

Ten years ago, the University of Florida employed over 80 students and 4 full-time staff members to run the public computer labs. Those 80+ students managed five lab locations containing 7 classrooms and 400+ computers. Today there are still over 60 ...

As a result of revisions by the Florida State Legislature to Florida's Educational Code, the Florida Universities Consortium was formed to create an Enterprise Resource Planning solution for each university's information technology needs.Florida State ...

In 2003, the Help Desk at Integrated Technology Services (ITS) began receiving an increasing number of requests from students for laptop services and support. After surveying Canadian universities to see how they handled the issue (almost all ...

Integrating a new medium for reading emails, accessing the internet, and student data wirelessly in our existing campus environment seemed to be an insurmountable endeavor. The criteria for accomplishing this feat included the following three key ...

This paper is intended for Help Desk managers who want to learn how to expand their Help Desk without outpacing themselves and also for institutions that may be just starting out with centralized support or are thinking of opening a help desk.We will ...

In July of 1999, Academic Technology Services (ATS) was given a mandate to undertake class-related technology support for faculty in approximately 80 traditional classrooms, a service previously provided by a group responsible for campus audio/visual ...

West Virginia University recently upgraded from WebCT Campus Edition 3.8 to WebCT Vista 3.0, hosting multiple regional campuses on the same server. WVU went live with hosting four institutions on a single instance of WebCT Vista in January 2005; the ...

In the ever-evolving world of technology, as we make changes and implementations, we often overlook the disabled minority in our society. We here at the University of Texas at San Antonio (UTSA) strive to meet the needs of ALL students to include those ...

This paper deals with the design of a multi-modal system for pervasive context-aware service provision and human-environment interaction in augmented environments by the use of Personal Digital Assistants (PDA) or SmartPhones. The system enables mobile ...

Only a few years ago, the term "patch management" was not in the general vocabulary of even the most advanced information technology staff. Today, "patch management" is not only in the general vernacular of most IT staff, but it is also one of the more ...

IT Training and Communications is a division of Information Technology Services of Saint Louis University. In response to university-wide adoption of a new education portal called Luminus, developed by the Society for Technical Communication (SCT), we ...

At the Ringling School of Art and Design, we have watched printing costs spiral out of control and beyond budgetary models. Yearly expenditures for both printer consumables and the labor required to maintain our printers have been substantial. With ...

The Academic Computing Department of Stanford University Libraries has deployed a collaborative software package in the 24-hour accessible lounge in Meyer Library. The installation, dubbed TeamSpace, is the product of a team of research graduate ...

Campus networks, and the Information Technology organizations that support these networks, are facing security threats that are increasing in both size and complexity. Students, faculty and (non-academic) staff collectively provide a broad set of ...

The Nara Institute of Science and Technology (NAIST) user Authorization management System for network accesses (NAS) was designed and developed as a campus-network management system for administrators who are not information and communications ...

Instructional and Research Technology Services (IRTS) at Indiana State University, through input from various stakeholder groups, has developed a comprehensive communication strategy for the Office of Information Technology (OIT). This plan covers ...

During the fall semester of 2004, the User Services department at the University of Delaware serviced over 2000 student machines that were either flagged for virus/copyright violations or were brought in voluntarily. This was becoming a full-time job ...

This paper will focus on the transition of our Help Desk that began as a small User Services Support Desk with almost no budget, no upper management support, and an inexperienced staff of student workers. It was resurrected into a Help Desk of full-time ...