February 2006 Monthly Report

Muskegon Community College

Office of Information Technology

February 2006 Monthly Report

A Partnership in Technology

February 2006 Monthly Report

Table of Contents:

7. Network Infrastructure and Telecommunication 8. Help Desk

Office of Information Technology

Monthly Report for the Month of February 2006 Created by: Kamlesh Sanghvi, CIO

3

Executive Summary

This month Office of Information focus was on improving business processes and communication. We changed the purchasing process by requiring at least 3 quotes for item over $100.00. We also changed the process in which we give work to Churchill for telecommunication. Instead of them just coming and picking up work order Mike will go through them first to make sure if the job is approved by the department and if it could be done in house. The OIT Communication Plan is another project that the Administrative Application Team has been working on this month. This plan provides the path for OIT communications for planned or unplanned events to end-user groups that are impacted by or through technology at Muskegon Community College.

This month the Administrative Applications Team has been working to complete two major projects in preparation for the move to Colleague. The TIP user survey will provide OIT with the information needed to assist the MCC staff in setting up Colleague security levels. The list of commonly used reports will provide a guide for the Applications Team to compare what reports/information is available or needed from Colleague. The OIT Communication Plan is another project that the Administrative Application Team has been working on this month. This plan provides the path for OIT communications for planned or unplanned events to end-user groups that are impacted by or through technology at Muskegon Community College.

February was a very productive month for Network Services. The new APC UPS power backup system was brought online which provided more a reliable and manageable power source in the event of emergencies. The data backup strategy was also rebuilt and all network servers were moved over to a Symantec Backup Exec solution which allowed all servers in the data center to be placed on a scheduled backup rotation. A separate power backup solution was installed for the phone system to allow for phone service to be provided for a much longer period of time in the event of extended power outages. Additionally, all network connectivity issues were addressed in bringing the three new classroom/lab areas in the new library online.

This month’s primary activities were focused on two main areas; completion of the balance of the facilities in the new library and a reduction in the number of open HDO tickets. Although the target date for the opening of classes in the new library has been changed to April 3, our work has continued and will be completed on time. A last minute change received has one class starting March 7. The room requested is ready.

[Table of Content]

Management

• Changed procedure for purchasing equipment

• Changed procedure on assigning work order to the outside vendor

• Created recommendation for laptop vs. desktop policy

• Created initial list of members for Technology Governance committee

• Attended Cabinet and Board of Trustees meeting

• Conducted monthly staff meeting

• Truepath - ‘Code of Excellence” for OIT

o The “Code of Excellence” will enable the OIT staff to benchmark their

practices in order to improve performance

o Letter “T” – “Taking time to understand the total needs of our users”

[Table of Content]

Budget

• CIO has started creating budget for next year

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Remote Resources

• Cindy Atwood was onsite and met with Dr. Rule and Diana Osbourn to make sure everything was going well

• Perry participated in the conference call with Datatel Implementation team

• Chris Mattie participated in weekly conference call for Website implementation meeting

• Mike Jirout was on site to conduct Quality Assurance

[Table of Content]

Administrative Computing

Completed Projects

• Off site Colleague Training Sessions

February 2006 Monthly Report

• Spreadsheet of commonly used reports

o Information will be used to determine if there is a report in Colleague

that provides the same data

• Peer Site Review

o Completed peer site review check list

Ongoing Projects

• TIP User Survey

o Compile data on the access of 50 TIP users o Data will be used to determine Colleague access

o Data will be used to determine security codes on Colleague o Tentative completion date 3/31/2006

• HR Preparation for ERP

o HR system does not have many opportunities for uploads in Colleague o HR needs to create spreadsheets so they can easily do the data entry

into Colleague

• MCC commonly used reports

o Determine if there is a report in Colleague that provides the same data o Tentative deadline March 31

• Attend On site Colleague Training Sessions

o Provides an opportunity to gain a basic understanding of each module o Provides an opportunity to observe the interaction of the users

• Attend Off site Colleague Training Sessions

o Colleague Administration for UniData (Patricia) o Envision Form Development R17 (Patricia) o Colleague ELF Programming (Joan) o Envision Batch and Report R17 (Patricia)

• Colleague Interface Training

o Provide training to the FIT Module teams on the basic structure of the

Colleague application

o Training session for Human Resource – March 8

• Establish a library of best practices for the support of the Colleague application

ƒ This will give us a resource for researching questions about how we should support the different modules of Colleague

Projects for March

• Annual Evaluation

o Complete annual evaluations for Mary & Phyllis

• On-Campus Colleague Training

o Computed Columns o Query Builder

• Process Mapping

[Table of Content]

Web Applications

Web Applications Significant Activities

• Worked with Web committee on site lay out

• Assisted athletic department on resizing the images.

• Created website for FIT team. http://fit.muskegoncc.edu

[Table of Content]

Network Infrastructure / Telecommunication

Completed Projects/Tasks

• Resolved issue of tape drive failure of production server

• Replaced current backup solution with Veritas Backup Exec solution

• Installed separate power backup system for phone system

• Installed new data center rack for production servers

• Installed new APC power backup system for data center and cut-over equipment to new system

• Configure new labs and classrooms in library for network connectivity

• Labeled all equipment in data center

• Restructured backup strategy to include Datatel servers

• Configured Sitebuilder server for external access

• Streamlined process for updating Help Desk status message

• Installed analog phone in server room

• Created checklist of servers and processes to verify in emergency situations Upcoming/Ongoing Projects:

• Begin gathering documentation for peer site review

• Begin planning phase to move domain functions to Windows Server base

• Develop Disaster Recovery Plan

• Set up automated attendant for Main Switchboard

• Configure Higher Education area for wireless

• Get new system for library server

• Document phone extension assignments

February 2006 Monthly Report

• _{Upgrade WebCrossing on ALSI server}

[Table of Content]

User Services

Completed Projects/Tasks

• Install computers in rooms L261,L361, and L363

o Install computers o Create and test image o Install image

o Test installation

• Reassign HDO ticket assignment procedure responsibilities

• Move ticket assignments to John for reassignment to student techs

• Monitor effect and performance

• Remove computers from 1114

• Move 6 computers and printer to be reinstalled after remodeling to phone room equipment

• Move balance of equipment to 1206

• Create multimedia instructor cart (new library classrooms) instructions

• Make quick reference cover sheet

• Create complete instructions manual

• Obtained and assigned additional two-way radios, conducted formal training session

• Visited Delta College to see operations and establish communications with counterparts

Upcoming/Ongoing Projects:

• Complete new library classrooms and vacate rooms 136 and 138

o Move computers and printers from 138 to L363 o Move computers from 134 to storage

o Empty cupboards and closets

o Move scantron equipment to new location o Move macs to new location

• Test and demonstrate software metering system demo programs

• Relocate Media Services office

• Monitor new library computers for problems/changes needed

• Complete budget process as required

• Peer site review documentation

[Table of Content]

Help Desk

January February HDO Cases

New Closed En_d New Closed End

Totals: 531 550 50 330 347 33

Customer Satisfaction Survey

Surveys

Sent Responses Response Rate Response Timeliness Skill set Resolution Timeliness Communication Overall Satisfaction

345 119 34% 8.48 8.64 8.54 8.56 8.64

Response Legend

7.00-9.00 Excellent 5.00-6.99 Good 3.00-4.99 Fair 1.00-2.99 Poor

# New Cases Administrative Computing 37 Help Desk 71 Media Services 3 Network Services 57 Telecom 26 User Services 136 Total: 330 # Closed Cases Administrative Computing 48 Help Desk 55 Media Services 3 Network Services 66 Telecom 27 User Services 148 Total: 347

February 2006 Monthly Report

Centralized Helpdesk for Students

CHD Call Statistics January YTD

Total Calls to CHD 23 109

Total Calls Answered by

CHD 21 100

Percentage of Call

Abandoned 8.7% 8.26%

Total Call Time 2h 23 m 9 h 37m

Average Call length 6m 50 sec 5 m 47 sec

[Table of Content]

Metrics

Bandwidth Utilization

ƒ

o Average Inbound Bandwidth Utilization 2.7MB o Average Outbound Bandwidth Utilization

0.9MB

o Average Total Bandwidth Utilization 3.6MB

ƒ

o Inbound Network Efficiency 91%

o Outbound Network Efficiency 98%

Bandwidth Utilization for January 2006 Average Rate

February 2006 Monthly Report

Spam/Content Filtering

Total Daily Average Hourly Average Blocked : Spam 7,514,100 31,180 1,760 Blocked: Virus 85,828 68 16 Quarantined 89,960 180 12 Allowed: Tagged Questionable 164,804 688 64 Allowed 1,534,704 7,052 692 Total Received 9,389,396 39,168 2,544 Microsoft Server Uptime

Name Uptime _% Error _% Last

ASP – Web training 100.00 0.00 Good

CW – Cisco Works 100.00 0.00 Good

E-Web – Movaris 100.00 0.00 Good

ESQL – Database for Movaris 100.00 0.00 Good EZProxy – Proxy server for proxy (not in

production) *99.88 0.12 Good

Ghost – Lab images *98.58 1.42 Good

MCC-EMS – Room scheduling server 100.00 0.00 Good MCCDC01 – Domain Controller 100.00 0.00 Good MCC Web Sup – HVAC 100.00 0.00 Good

Site Builder – New web server 100.00 0.00 Good Unix Server Uptime

Name Uptime _% Error _% Last

Apollo – Web server 100.00 0.00 Good Student – Student web page 99.73 0.27 Good Library – Library server 100.00 0.00 Good

Production - TIP 100.00 0.00 Good

Development - TIP 100.00 0.00 Good

StuServ – Online Registration 100.00 0.00 Good MCCDataProd – Datatel Prod 100.00 0.00 Good MCCDataDev – Datatel Dev 100.00 0.00 Good Novell Server Uptime

Name Uptime _% Error _% Last

Campus – file storage 100.00 0.00 good Campus-2 – domain controller 100.00 0.00 good

GRPWise – Email 100.00 0.00 good

WebACC – Web Interface for email 100.00 0.00 good * Servers were rebooted for regular maintenance

Respectfully Submitted by:

Kamlesh Sanghvi

Sungard Higher Education Managed Services Muskegon Community College