1 / 68

Remote Support For Students

Join Eric Rosenberg and Behzad Barzideh as they present Stony Brook University's innovative remote support services aimed at providing effective and efficient technical assistance to students, faculty, and staff. This session covers the benefits of remote support, how it enhances service delivery, and the technologies utilized, including the seamless Bomgar system. With 23,000 students and over 10,000 active devices, learn how Stony Brook is transforming tech support to ensure quick resolutions and higher satisfaction for its community.

ulfah
Télécharger la présentation

Remote Support For Students

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Remote Support For Students Presented by: Eric Rosenberg – Student Manager Client Support BehzadBarzideh – Network Manager Stony Brook

  2. Agenda • About Stony Brook • Our Services • Why Remote Support? • Our Remote Support Solution • How It Works • What’s Next?

  3. Stony Brook University • Location: Stony Brook NY about 60 miles east of New York City • Student Population: 23,000 • Residential Students: 9,000 • 10,000 Active Devices • Faculty and Staff: 10,000 • All Campus Buildings: 134 • Residence Halls: 57

  4. Client Support Student Support Faculty Staff Support Drop Off Service Virus Removal Spyware Removal Operating System Reloads Registration Issues Software Installs Data Recovery Room Visits Registration Issues Connectivity Issues Diagnose Broken Ports Phone Support Desktop Support Remote Support SMS Atelier Remote Commander Apple Remote Desktop Etc Staffing 2 Full Time Employees 15 Student Technicians 9 Full Time Employees 7 Student Technicians

  5. Why Remote Support? • Provide a quicker resolution over traditional room visits • More efficient use of technician's time • Able to assist multiple users at the same time • Happier techs :) • QC!

  6. Computer Registration Process • Residential students are required to register their computers each semester • The registration process checks for: • Current Windows updates • An approved antivirus • Updated antivirus dat files

  7. Bomgar • Cross platform • Uses a “melt away” client • Zero Footprint • Ease of use • Customizable web interface • Remote to/from anywhere • Client reconnects after reboot

  8. Bomgar Appliances B100 Desktop Appliance 1 concurrent session B200 Rack mounted Up to 20 concurrent sessions

  9. Windows Client Connection Http://helpme.resnet.stonybrook.edu

  10. Security Warnings

  11. Connection Established

  12. Representative Screen – PC to PC

  13. Macintosh Client Connection Http://helpme.resnet.stonybrook.edu

  14. Macintosh Client Download

  15. Connection Established

  16. Representative Screen – PC To Mac

  17. Linux Client Connection Http://helpme.resnet.stonybrook.edu

More Related