High Level Goals for 2018-2019
- Enhance IT Infrastructure
- NGN Core / Edge, UPS, Future Cable Plant
- Enhance Customer Service and IT Processes
- Printing Consolidation/Improvement, Automate ISV, Mobile Printing, Notifications to Campus for IT Issues/Outages, Project Management
- Advance Learning Spaces and Support
- Canvas, Virtual Student Computing, Online, Course Evaluations
- Strategic Planning
- Benchmarking, Value of IT, Continuity of Operations Plan
- Improve IT Security
- Application Development, DUO, Enrollment in AD / JAMF, Audits and Risk Assessments
Select Accomplishments for 2017-2018
- Enhanced Infrastructure
- IP telephony, NGN network, offsite DR, data storage, surveillance, HCAMS
- Optimized Customer Service
- SLAs, spin down services, new / shared services, leveraging common good
- Advanced Learning Spaces & Support
- 1-Button studio, LMS, ALCs, BYOD
- Evaluated & Improved Processes
- Benchmarking, service catalogue, cross-training, improving workplace environment, communication
- Innovated
- Leveraging resources, infrastructure tools, data analytics, online support, virtual software
High Level Goals for 2017-2018
- Enhance Infrastructure
- IP telephony, NGN network, offsite DR, data storage, surveillance, CAMS
- Optimize Customer Service
- SLAs, spin down services, new / shared services, leveraging common good
- Advance Learning Spaces & Support
- 1-Button studio, LMS, ALCs, BYOD
- Evaluate & Improve Processes
- Benchmarking, service catalogue, cross-training, improving workplace environment, communication
- Innovate
- Leveraging resources, infrastrucutre tools, data analytics, online support, virtual software
Priorities for 2016-2017
Improve System & Service sustainability (endurance, effectiveness & efficiency)
- Provide strategies and tools for improved accessibility
- Implement next generation network & voice
- Support a web content management system
- Deploy expanded device management services
- Improve cross-training, documentation, and system architecture, deployment and monitoring
Enhance Customer Service
- Improve support goals & delivery
- Enhanced application development methodologies
- Focus on collaboration with clients
- Refine customer feedback processes
Clarify project and service priorities
- Leverage Mission, Vision and Work Prioritization Model
- Link resources to outcomes within a new IT Governance model
Support Teaching, Learning and Research
- Expand educational technology support
- Provide new physical & virtual learning spaces
- Creating new applications, and improved data storage services
Focus on innovation
- Leverage UMN resources in new ways
- Retire outdated / redundant services>
- Build capacity in emerging areas of need such as BYOD support, mobile apps, data analytics, online support, and virtual software delivery
Select Accomplishments for 2016-2017
- Enhanced Customer Service
- Improved support goals & delivery, enhanced application development methodologies, refined customer feedback processes, Drupal and Ed Tech drop-in sessions, and Duo & Donuts
- Clarified Project and Service Priorities
- Mission, Vision and Work Prioritization Model, direct link of resources to outcomes within a new IT Governance model
- Supported Teaching, Learning & Research
- Expanded educational technology support, implemented new physical & virtual learning spaces, created new applications, improved data storage services, and Canvas pilot / rollout
- Focused on Innovation
- Leveraged UMN resources in new ways, retired outdated / redundant services such as WordPress, built capacity in emerging areas of need such as BYOD support, mobile apps, data analytics, online support, and virtual software delivery
- Expanded Data Security Awareness
- Targeted specific audiences and security issues with enhanced training and tools, and increasing messaging via social media, digital signs and newsletters.
Select Accomplishments for 2015-2016
- Rolled out Virtual Desktop and Application Delivery for the student computing labs
- Began surveillance infrastructure planning and funding development
- Continued growth of Active Learning Spaces across campus
- Started planning for Next Generation Network; completed wireless network replacements, expansion, and enhancements; provided infrastructure planning for campus construction and remodeling projects
- Enhanced Application Development through the use of new technologies (Agile, Mobile, Data Visualization); provided application support for 95 campus applications
- Provided Educational Technology Support for 41+ Apps, 2,000+ Moodle Sites, and 1,100+ eGradeBooks; developed partnerships across campus (CETL, CEI, ATSS, Lib, UMD Technologists)
- Completed significant progress on Voip telephone upgrade (71% done), including infrastructure, software and mobile options
- Assisted campus units with IT Audits (4 units), PCI Compliance reporting, and Risk Assessments
- Migrated 75 web sites into Drupal while providing support for 11 infrastructure instances; provided customer support and training through Drupal User and Tech groups
- Provided significant technical support to the campus via the TechCenter/Help Desk/End User Support, with over 1,800 computer repairs and over 7,600 help desk tickets
- Rolled out Computer Management services for Macintosh workstations and iPads via the Casper Suite
- Provided system support for 400+ servers serving over 300 TeraBytes of data to the campus
- Expanded Multimedia Hub Services with a new Sound Booth and Studio Production Space; provided service for 7 academic units, 53 academic departments, and 29 other units and departments
- Continued work to support IT Accessibility across campus by providing training, hardware, and software