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Planning for a Large-Scale Implementation

Planning for a Large-Scale Implementation. Lee W. Bannister, Coordinator Residential Networking (ResNet) Computing and Information Services University of Pittsburgh. University Overview. 5 campus system with Pittsburgh as the main campus

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Planning for a Large-Scale Implementation

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  1. Planning for a Large-Scale Implementation Lee W. Bannister, Coordinator Residential Networking (ResNet) Computing and Information Services University of Pittsburgh

  2. University Overview • 5 campus system with Pittsburgh as the main campus • 25,218 students; 5600 on-campus undergraduate residents • Tuition (per Academic Year) • PA Residents: $5,658 • Out-of-state Residents: $12,422 • Room and board: ~$2,800 per term

  3. CIS Overview • Computing and Information Services (CIS) • employees ~200 full-time staff and 120 part-time staff (students) • 4 main divisions: Support Services, Systems and Networks, Information Systems, Telecommunications • Consolidated CIS Help Desk (4-HELP) • Customer Service Focus

  4. History of ResNet@pitt.edu • In 1996, Office of the Provost announced 4-year $2 million program to equip all Pittsburgh campus residence halls with Ethernet network connections • Computing and Information Services (CIS) created ResNet, a comprehensive administrative and end-user support program to support residential computing

  5. Phase I Wiring • 2662 Ethernet Connections Installed in Summer, 1997 • 4 Residence Halls • Switched 10Base-T Ethernet Connections • Cisco Hardware • Wiring and Activation Outsourced

  6. Phase I Support • 1 Full Time Staff Member • 11 Residential Consultants (ResCons) • Room and Board Stipend • 10-15 Hours per Week Expected • 6 Day Training Program • Full Support Provided (Hardware, Software, etc.) • ConnecTech Volunteer Program

  7. Informing Students • Summer Mailing • Mailed to all resident students in mid-July • Included Truckload Sale, ResNet and General Information • Student Orientation Sessions • Posters and Signage in Labs

  8. Integration with Help Desk • CIS Help Desk • Centralized University Computing Help Desk • Currently Operates 8:30am to 5:00pm Monday through Friday • After-hours Emergency Coverage Available • Remedy ARS • Automatic Call Distribution (ACD) System

  9. Remedy ARS • 40,000+ Tickets Created Since March 1, 1997 • Web Interface • Knowledge Base Integration • Available to all CIS and ResNet Staff • Demonstration • Future Modifications

  10. Start-Up Year Summary • Lessons Learned • Fall Start-Up is Fast-Paced! • Make Students Self-Sufficient! • Document Everything! • Enforce Support Guidelines! • Give Responsibility to Student Staff!

  11. Phase II Wiring • ~3000 Ethernet Connections currently being installed • Remainder of Residence Halls and Fraternity Houses • Switched 10Base-T Ethernet Connections • Cisco Hardware • Wiring and Activation Outsourced • Fiber Path Problems to Some Locations

  12. Phase II Support • 3 Full Time Staff Members • 26 Residential Consultants (ResCons); 5 of them are Senior ResCons • Room and Board Stipend • 10 Appointment Hours per Week • 5 Office Hours per Week • 7 Day Training Program • Full Support Provided (Hardware, Software, etc.)

  13. Future Direction • Virtual Computer Store • GroupWare Implementation • ResNet Staff Use • Residence Hall Pilot Project • In-residence Training Program • 24-Hour Help Desk/Consulting Facility Integration • Incorporation of Off-Campus Remote Connectivity Support

  14. Questions? Contact Information: Lee W. Bannister, Coordinator Residential Networking (ResNet) Computing and Information Services University of Pittsburgh (412) 383-9641 (412) 624-9136 (fax) lwb+@pitt.edu

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