Products and Services Portfolio

Introduction

The purpose of this document is to provide a catalog of products and services the Mont Alto Information Technology Services department is responsible for maintaining and supporting. The list contains items that are time intensive and require a great deal of dedicated time to support and maintain, while other items require less time. The document does not differentiate between these products or services and is strictly a listing of all products and services supported by the local ITS staff.

User Services – Helpdesk

  • Audio & Visual Services
    • AV Sign-Out Equipment
    • AV Event Support 
    • Media Commons
    • Common Area AV Needs
    • AV Equipment Training
  • User Support
    • End User Support – Telephone/Helpdesk
    • Hardware Support
    • Software Support
    • Classroom Technology Support
    • Student, Faculty, & Staff Account Creation & Password Support
    • Video Conferencing Support
    • Provide support for central ITS services
    • Maintain Faculty & Staff Helpdesk Tracking System
  • Campus Printing
    • Ink, Toner, and Paper Supplies
    • Track Usage & Semester Billing
    • Student – Print Billing System
  • MSDNAA Program
    • Microsoft Licensing for Specialist Lab Software
    • Downloadable Software for faculty, staff, & students
  • ResCom & Student Support
    • Student Supervisor & Four Technicians (Employee Training and HR Process)
    • Student Support for ResCom Network (helpdesk / trouble tickets)
    • Services for Students with Virus Infection
    • Services for Students with Alleged Copyright Violations 
    • Troubleshoot and Escalate Physical Connection Issues in Residence Halls 
    • Assistance During Move-in Orientation 
    • Staff Library – Friday/Saturday Evenings 
    • Stock Printers with Paper Daily 
    • Maintain Student Helpdesk Tracking System 
  • Training
    • Instructor Led Training (e.g. Web, MS Office, etc.) 
    • Training Documentation on Campus Website 
    • First-Year-Seminars 
    • Campus Liaison for Central and Regional Training Initiatives 
  • FTCAP
    • Provide Orientation to University Technology to Students 
    • Activate Student Access Accounts
    • Support Signature Stations
  • Documentation
    • Campus Technology Inventory
    • Campus Directory
    • Salvage Inventory
    • How-To Guides
    • Mastering Technology 
  • Instructional Design
    • Technology & Pedagogy
    • Meet with Class or 1-on-1
    • Video Conferencing – Best Practices
    • Campus Assessment (Training)
    • Faculty/Staff Development Day 
  • Recycling
    • Ink, Toner, Batteries, Cellular Telephones

Infrastructure

  • Data Network – Campus & CE Locations
    • Maintain Campus Firewall, IDS, IPS
    • Maintain Data Switch(es) in All Buildings
      • Update Software / Firmware, Logs
    • Maintain Logical Network Structure 
      • Routing, VLAN, DMZ, IP Subnets, DHCP
    • Maintain Physical Plant
      • Copper & Fiber Cabling
      • Inventory & Documentation (Cabling)
    • Maintain UPS Devices Supporting Network Hardware
    • Maintain DNS Records
    • Maintain Access and Security Logs
    • Maintain Recycling and Upgrade Plans
    • Maintain Cable Management
    • Maintain VPN Connection to CE Office
    • Maintain Redundant Data Network
    • Maintain Video Conferencing Equipment and Network 
  • Voice Network
    • Maintain campus telephone extensions, voicemail, and handsets 
      • Repair As Needed
    • Maintain Physical Plant 
      • Copper Wiring 
      • Telephone Maps & Documentation
    • Service – Add/Change/Deletes
    • Maintain Upgrade Path and Maintenance Plans
      • Update handsets as budget allows
    • Maintain VoIP Viability and Link to UP
    • Maintain UPS/Generator Supporting Voice Services
    • Support Emergency Blue Lights
    • Monitor / Review Voice Billing – LD, Circuits, DID
    • Maintain CDR Records (All Calls)
    • Conference Bridge – Meet Me
  • Wireless Network
    • Maintain 53 Access Points / Service to Entire Campus
    • Maintain Networks for: Wireless 2.0, wireless telephones, AT&T Wifi
    • Maintain Wireless Clock System
    • Maintain Log Files
    • Maintain Hardware Maintenance and Software Versions
    • Maintain Recycling and Upgrade Path
  • Servers
    • Maintain Campus Servers in Redundant Areas
    • Maintain Virtual Server Software (VMWare)
    • Maintain Storage Area Network
    • Maintain System Patches
    • Investigate and Repair Hardware and Software Issues
    • Maintain KVM & DRACs
    • Maintain System Management and Service Agreements
    • Maintain Upgrade and Replacement Plans
    • Maintain Environmental Controls (EMU), AC Unit, Aux AC Unit
    • Maintain Data Racks
    • Maintain List Serve / Group Email Services
    • Joint / Custom Projects
      • ( e.g. Mass Notification System, Access Controls, HVAC Controls, Access Controls, Digital Signage, OPP Ticket System (PMs), WebCheckout)
  • Instructional Technology
    • Install, Maintain and Support Classroom Podiums and Technology
      • PC, LCD Projector, VCR/DVD, Smart Podium
    • Maintain Recycling & Upgrade Plans – Classroom Designs
    • Maintain Controller Software / Image / Firmware
    • Maintain Spare Hardware
    • Perform Yearly Designs, choose, carpet, etc.
    • Collaborate with Campus UCIF Committee
    • Collaborate with OPP on Integrated Lighting
    • Maintain Video Conferencing System and Integration with Technology
    • Other Technology: Slide Projectors, Overheads, Bulbs.

Administrative Computing

  • Maintain and support 150+ Laptop and Desktop Computer Used by Faculty & Staff
  • Maintain a 3/4-year Computer Hardware Recycling Plan
  • Maintain an Automated Computer Imaging and Software Installation Process
  • Package Standard Software Packaged in MSI Format for Automated Installs
    • Maintain / Upgrades Software Packages as Required
    • Maintain Antivirus Software and Signatures
  • Test and Deploy All Operating System Software Patches
  • Maintain Support, and Purchase Hardware Peripherals (Scanners, Printer, Monitor, etc.)
  • Support Administrative Software (AIS, AIS Printing, FIT, etc.)
  • Maintain Campus Group Printers
  • Maintain Software Licensing Agreements and Records
  • Provide Hardware Support (parts replacement, spare hardware)
  • Support Users with Customer Software Requests, Home Printers
  • Provide Remote Assistance
  • Support UCS Email and Calendaring Services
  • Support Campus and CE Locations

Academic Computing

  • Maintain 170+ Academic Laptop and Desktop Computers
  • Maintain a 3 or 4 Year Hardware Recycling Program
    • Refresh Public Computer with Recycled Hardware Annually
  • Take an Active Role in the University Cooperative Lab Management (CLM) Project
  • Develop and Deploy Annual Computer Images
    • Solicit Campus for Annual Software Request
    • Packages and Test Software Packages
    • Currently Manage / Deploy 40 Software Packages
    • Maintain, Package, and Deploy Software and OS Updates Throughout Academic Year
    • Maintain Customer Software Packages for Academic Disciplines
  • Maintain Student Printers
    • Stock and Distribute Ink, Toner, and Paper Supplies Daily
    • Provide and Administrate a Student Print Billing System
    • Recycle Printers Based On Usage
  • Troubleshoot Hardware, Software, and User Issues
  • Maintain 20 Laptops for Sign-out via the Library
  • Maintain Custom Podium Images
  • Maintain Custom Image for CE Computer Lab
  • Maintain and Support Media Commons Offering

Research Computing

  • Assist with Faculty Research Endeavors
    • Provide use of Public Hardware to Support Research
    • Assist Faculty with Technology Purchases to Support Research
    • Provide Recycled Hardware
    • Provide Secured Data Network Segmentation for Research
    • Provide Central Virtualized Server Technology
    • Provide Space in Central Data Center for Hardware (UPS/AC/Rack Space)
    • Maintain DNS Records 

Information Security

  • Conduct and Maintain PII Scans and Remediation Program
  • Conduct Security Incident Response Procedures
    • Provide Project Management Oversight
    • (PII Incidents, Computer Compromise, Virus Infections)
  • Act as the Campus Access and Security Representatives
    • Field Request and Approval for Access to University Admin or Academic Information Systems
    • (ISIS, IBIS, FIT, Data Warehouse)
    • Perform Bi-Annual Access Audits
    • Support Mainframe Printing
  • Maintain FERPA Testing and Compliance Requirements
  • Maintain Campus PCI-DSS Compliance
  • Maintain Campus Security Hardware (Firewall, IDS, IPS)
  • Maintain Campus CDR Call Logs
  • Support Technology Related Criminal Investigations
  • Address External Copyright Violation Incidents
    • (RIAA / MPAA)
  • Maintain AD19 Compliance – Storage of Institutional Data
  • Implement Hard Disk Encryption Technology
  • Implement Network Access Control Technology (NAC)
  • Maintain Campus Central Log Server
  • Maintain Campus Network Monitoring System

Administrative

  • Develop and Maintain Campus Technology Policies and Procedures
  • Web Presence
    • Act as the Liaison to the University Web Team
    • Act as Project Manager for Web Project and Deployment
    • Maintain AD54 Compliance – Accessibility
    • Train Local Staff on RedDot Use
    • Maintain Local Mailing List for RedDot Users
  • Conduct All Technology Related Purchasing
    • Complete and Maintain Purchasing Paperwork
  • Maintain Campus Technology Budget and Forecasting
  • Maintain Bi-annual Ink/Toner Billing
  • Maintain Campus “Specialized” Access Accounts
    • (UCS, STAA, Coaches Account, etc.)
  • Participate in Campus Event Planning and Support
  • Maintain Membership on University and Campus Technology Related Committees
  • Actively Monitor, Test, and Forecast New Technologies (Emerging Technologies)
  • Facilitate Employee/Student Access Account and Onboarding Procedure
  • Software Licensing Metering and Annual Renewal Management
  • Maintain Compliance with University Policy and External Regulations
  • Maintain Documentation (hardware, software, logs, change, etc.)
  • Maintain Campus Disaster Recover and Business Continuity Plans (DRP/BCP)
  • Lead the Campus Teaching and Learning with Technology Committee
  • Responsible for Activating Emergency Notification Technology
    • Maintain Technology to Support Incident Response Center
    • (e.g. PSUTXT, Mass Communication System, Web Site Alerts)