Administrative Professionals Forum

1. Administrative Professionals Forum Computing@MissouriState

2. Roadmap • Introductions • Security • Computer Services Help Desk • Microsoft Windows 8 and Microsoft Office 2013 • Online Resources Computer Services

3. Introducing: Matthew Stublefield • Began as student at Missouri State in 2003 • Hired full-time in 2007 as Centralized User Support Specialist • Promoted to Lab Support Administrator in 2010 • Manage 3 facilities in Meyer Library, Glass Hall, and Cheek Hall, and the staff and student workers for those facilities • Maintain a number of services for the campus • Oversee SCUF paper and toner purchase and distribution as well as summer SCUF computer redistribution Computer Services

4. Management Information Services Information Security Introducing: Computer Services User Support Networking & Telecommunication Services Computer Services Enterprise Systems & Operations Computer Services

5. Introducing: Enterprise Systems and Operations • Build and manage many of the servers on campus, including those that host Banner and the Missouri State University web site • Grade Scantrons for academic units • Run BearMail and Live@EDU • Maintain the Computer Account Management System Computer Services

6. Introducing: Networking and Telecommunications • Manage and maintain all wired and wireless Internet connections and all phones on campus • Provide Virtual Private Network (VPN) connections • Currently completing the wireless Internet implementation for the campus Computer Services

7. Introducing: Management Information Systems • Build and maintain many of the applications for the University • Primary group responsible for making Banner go • Other applications of note: • Banner Document Management • Parking Permit System • BearPass Card Door Access • Boomer Meals • R25 Room Reservation System • SGA and Staff Senate Voting and Polls Computer Services

8. Introducing: Information Security • Plans for how we can handle data better and more safely • Responds to concerns or occurrences of data breaches • Guides policy creation regarding information security Computer Services

9. Introducing: User Support • Open-Access Labs • Three facilities in Glass Hall, Cheek Hall, and Meyer Library • Have almost all applications that are used in academic areas • Faronics Deep Freeze for computer security and stability • Printing through BearPrint • Will assist with all applications, laptops, and mobile devices in any language • 7 full-time staff, 6 graduate assistants, and about 35 student workers Computer Services

10. Introducing: User Support • Desktop & Mobile group • In-office support • University desktop computer data backups, rebuilds, training, and help • Consultation about computer purchases • Solution development and implementation • 4 full-time staff and about 6 student workers Computer Services

11. Introducing: User Support • Training and Documentation • Maintain and manage Technology Training Centers in Cheek Hall, Meyer Library, and Madison Hall • Primary contributor and editor of the Experts Documentation Wiki • Training on a wide range of topics • Blackboard • Camtasia • Banner Computer Services

12. Introducing: User Support • Many other services • Campus-wide antivirus • Print servers and BearPrint • Application distribution (Adobe, Microsoft Office) • Help Desk web site • Experts Documentation Wiki • MOJIRA Work Management System • SCUF Distribution and Redistribution • Paper and toner • Computers to academic areas Computer Services

13. Security: Roadmap • Common viruses and how to avoid them • Application updates • Backing up files • VPN Computer Services

14. Security: Viruses • Viruses are much less common now • Trojans, keyloggers, root kits, worms • Antivirus has become much more effective • That said, becoming part of a botnet is a problem • More common is malware • Malware doesn’t just break your computer or add it to a botnet, it works directly to get your personal information • Scareware is becoming incredibly common • Always be skeptical and keep up-to-date • Don’t hesitate to call us Computer Services

15. Security: Application Updates • Java • Sometimes, a Java update can break connections to INB, but that is rare and can be corrected easily • Generally, it is best to go ahead and update • INB and many other applications won’t rely on client-side Java for too much longer • Adobe • Microsoft Windows • In the near future, antivirus updates on-campus will be provided through Windows Updates Computer Services

16. Security: Backing Up Files • Don’t store sensitive data on your desktop computer • Missouri State University has both data classifications and guidance about information security in the Policy Library • Sensitive data could be a single piece of information or a combination of information • Social Security Numbers • Name + Birth Date + Address + Phone Number • Use Bear1 or other network storage as available • Contact Information Security Officer with questions Computer Services

17. Security: VPN • Creates secure connection to the campus • Can be used for accessing campus resources from off-campus • Does not encrypt the connection such that no one can see what you are doing, just provides a connection into the University’s firewall • It’s like your laptop or home computer is now plugged in on-campus • This means that if you have a virus, it can now spread to the campus Computer Services

18. Computer Services Help Desk: Roadmap • What is the Help Desk? • What services does the Help Desk provide? • What happens when we call the Help Desk? • When should we call the Help Desk? • What statistics does the Help Desk gather, and how do they use those statistics? Computer Services

19. Computer Services Help Desk • Encompasses both the Call Center and the people who come and fix your computer • Services provided: • Troubleshooting (software and hardware) • Printer setup • Hardware warranty replacement • Computer upgrade and data transfer • Solution development • Purchasing consultation Computer Services

20. Computer Services Help Desk • Lots of special projects and research & development • Always working to do things more efficiently to free up time so we can expand and improve services for the campus community • Examples from what we’re currently working on: • Digital signage project for a number of departments • Next generation printing services • Application distribution and retrieval Computer Services

21. Computer Services Help Desk • When You Call: • Student worker answers the phone • Student worker puts in a ticket and attempts to resolve the issue • If issue is resolved, they close the ticket; if not resolved, they add as much information as possible • If a visit to your office is needed, someone will call before coming out • Faculty Blackboard questions go straight to our “tier 2” • We may ask for an email to create a paper trail, such as when requesting permission to a University resource Computer Services

22. Computer Services Help Desk • When to call the Help Desk • Any time we’re open • Peak times of office support seem to be the middle of semesters • For emergency issues, call us and we’ll prioritize based on severity • Blocker: Completely prevents work from being done • Critical: Prevents you from doing key aspects of you work, but some work can still be completed • Major: Default priority • Minor: Never used • Trivial: Lost & Found Computer Services

23. Computer Services Help Desk • More on Blocker tickets • All viruses are entered as Blockers • If you have a blocker due to a computer dying, we’ll get someone out as quickly as possible • We have loaner computers available while a computer is being fixed • Generally, tickets are taken First In / First Out • We use the MOJIRA Work Management System to manage this • We want to help everyone as quickly as we can Computer Services

24. Computer Services Help Desk • Gathers and analyzes statistics from JIRA, LabStats, and BearPrint • JIRA: Number and type of support interactions in a week • LabStats: Number of lab visitors, hours of use, and applications used • BearPrint: Number of pages printed Computer Services

25. Microsoft Windows 8 and Microsoft Office 2013 • Open-Access Labs are moving to Windows 8 and Office 2013 this summer • For offices on-campus, the Desktop & Mobile Group is working on Office 2013 distribution • Windows 8 is already being installed for those who want it • We don’t generally do campus-wide deployment or application updates all at once Computer Services

26. Online Resources • Experts Documentation Wiki • All the documentation we use to help you is on this site, and you can both see and contribute to it! • Includes general technical documentation as well as documentation specific for Blackboard Learn 9.1, Banner 8, My Missouri State, and many other things • Help Desk Website • Notices about maintenance or outages • Get Hardware and Software • Training & Documentation • Contact Us Computer Services

27. Questions? Matthew Stublefield Lab Support Administrator Computer Services 417-836-4898 Mstublefield@MissouriState.edu Computer Services