Quarterly Status Report for: September 2007 - OIT - New …nbcs.rutgers.edu/reports/quarterly_report_jul-sept07.pdf · · 2007-11-08Quarterly Status Report for: ... NBCS Quarterly

NNEEWW BBRRUUNNSSWWIICCKK CCOOMMPPUUTTIINNGG SSEERRVVIICCEESS A Division of the Office of Information Technology, Campus Computing Services

Quarterly Status Report for: July – September 2007

Table of Contents

COMPUTER REPAIR.......................................................................................................................................................... 1 OPERATING STATISTICS....................................................................................................................................................... 1

MICROCOMPUTER SUPPORT SERVICES GROUP (MSSG) ..................................................................................... 3 OPERATING STATISTICS....................................................................................................................................................... 3 CURRENT PROJECT STATUS ................................................................................................................................................. 5

Software Operation ........................................................................................................................................................ 5 Departmental Support: Programming Services ............................................................................................................. 5 Departmental Support: Systems & User Support........................................................................................................... 6 Enterprise Systems Support............................................................................................................................................ 9 LAN Support Services: Network Security & Support Contracts .................................................................................. 10 Network Security .......................................................................................................................................................... 10 Support Contracts ........................................................................................................................................................ 10

PERSONNEL NEWS ............................................................................................................................................................. 10 NBCS SUPPORT CENTER ............................................................................................................................................... 11

OPERATING STATISTICS..................................................................................................................................................... 11 NBCS Support Center Tickets ...................................................................................................................................... 11 NBCS Support Center Phone Statistics ........................................................................................................................ 12 NBCS Support Center Email Statistics......................................................................................................................... 15 ResNet On-site Visits.................................................................................................................................................... 16 Operations Monitoring................................................................................................................................................. 16 Operations: ResNet Monitoring ................................................................................................................................... 17 Operations: After Hours / Support Center Overflow ................................................................................................... 18 Operations: Account Support....................................................................................................................................... 18 NBCS Education Series................................................................................................................................................ 19 Information Technology Certificate Program (NBCS-led Training) ........................................................................... 20 NBCS Computer Labs .................................................................................................................................................. 20 NBCS IML Classes....................................................................................................................................................... 21 Satisfaction Survey Results........................................................................................................................................... 22

NEW & NOTEWORTHY....................................................................................................................................................... 26 Orientation Sessions..................................................................................................................................................... 26 Back-to-School ............................................................................................................................................................. 26

STAFF RECOGNITION ......................................................................................................................................................... 27 Support Center Consultants of the Month .................................................................................................................... 27 Support Center Customer Service Appreciation Awards ............................................................................................. 28

NBCS Quarterly Status Report July – September 2007

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Computer Repair

Operating Statistics

Computer Repair Service Summary-Number of Incidents Dollar Amount Students 581 23,446.76 Staff 22 1,598.33 Faculty 33 6,030.87 Departmental 222 107,561.68 Alumni 2 131.93 East Brunswick Schools 26 3,827.20 East Orange Schools 106 20,958.00 UMDNJ 1 144.45 CABM 1 304.95 Non-Rutgers 7 858.14 Repairs Totals and Billing 1018 $ 140,819.64 Total Paid* $ 138,835.91 Net Computer Repair Margin $ 63,531.57 *- includes payments from jobs received in previous months Breakdown of Repairs by Service Performed and Affiliation Affiliation Number of Incidents Student- Virus/OS Restore Basic- No CD 1 Basic- W/CD 56 Advanced- No CD 0 Advanced- W/CD 0 Faculty- Virus/OS Restore Basic- No CD 0 Basic- W/CD 6 Advanced- No CD 0 Advanced- W/CD 0 Staff- Virus/OS Restore Basic- No CD 1 Basic- W/CD 3 Advanced- No CD 0 Advanced- W/CD 0 Department- Virus/OS Restore Basic- No CD 0 Basic- W/CD 4 Advanced- No CD 0 Advanced- W/CD 0 Student- Laptop Repair 16 Faculty- Laptop Repair 7 Staff- Laptop Repair 2 Department- Laptop Repair 12


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Student- Desktop Repair 4 Faculty- Desktop Repair 3 Staff- Desktop Repair 2 Department- Desktop Repair 10 Student- Warranty Laptop 22 Faculty- Warranty Laptop 7 Staff- Warranty Laptop 2 Department- Warranty Laptop 31 Student- Warranty Desktop 0 Faculty- Warranty Desktop 2 Staff- Warranty Desktop 3 Department- Warranty Desktop 79 Student- Warranty Monitor 0 Faculty- Warranty Monitor 0 Staff- Warranty Monitor 1 Department- Warranty Monitor 8 Printer Repair- Department 12 Data Backup/Restore 1 Parts Installation 2 General Labor 25 Part Order- Student 465 Part Order- Faculty 7 Part Order- Staff 6 Part Order- Department 42

Please Note‐ When equipment is received for service, a service record is created that lists the type of repair and affiliation of the person who identifies themselves as the contact person. Repairs listed as Student, Faculty, or Staff are identified as personal repairs; Departmental repairs paid under a RIAS Blanket Release or as a warranty service are listed separately.


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Microcomputer Support Services Group (MSSG)


Software Operation July August September

Regular Orders 128 158 176

MS Student Select Orders 24 41 33

MS Campus Agreement Orders 161 151 183

MS Work at Home 44 42 58

Active Items 258 256 262

Downloads 3713 3150 4102

Calls, Emails, Helpdesk Tickets 210 230 175

Microsoft Vista Activations 279/43 (KMS/MAK) 304/81 (KMS/MAK) 330/81 (KMS/MAK)

Departmental Support: Programming

New Contract 1 1

Hourly projects 15 14

Annual Contracts 1 (4 days per week) 2 (8 days per week)

Maintenance hours 14.5 22.75

Projects in planning/Design phase 1 1

Departmental Support: Systems & User Support

Web Hosting contracts

Server Hosting Contracts

Hosted Servers

Technical Support Contracts

Number of Servers backed up

Volume of data backup 6.28Gb 6.3Gb 6.33Gb

Work days of support per week

Servers maintained

Sites and applications hosted

Hourly technical support hours

UCM/UCS re: Exchange Server 1 3 2


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Exchange 2007 0 0 0

Responses to Software Managers List 53 73 45

Responses to PC-LAN Admin List 10 15 11

General IT information calls 40 80 85

Departmental Support: Old Queens

Help Desk requests 98 110 130

Windows 2003 Servers 12 12 12

Novell Network Servers 5 5 5

VMWare Workstation 2 2 2

Client machines 142 142 142

1 Dell Power Vault Tape Backup w/ Veritas 10.1

Approximately 200 Gigabytes are backed up weekly

Enterprise Desktop Support

RADS 4 Client Count 22,780 22,240 21,458

RADS 5 Client Count 0 38 1,345

Total RADS Clients 22,780 22,278 22,803

RADS 4 to RADS 5 Migration Status 0% 0% 6%

Virus Detections 3,442,041 4,169,204 4,946,122

Spyware Detections 5,741,578 3,177,863 6,132,175

Windows Server Update clients 867 525 847

Updates Available 976 1,007 1,014

Scarlet Page clients 649 709 742

Departmental Support: LAN Support Services

Unique visitors 600 601 327

Pages served 5,481 4199 1808

Web Hits 14,724 12,121 4800

New Tickets 6 5 4

New Tickets 9 8 7


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Current Project Status

Software Operation • CyberAngel anti‐theft software information and link have been put on the

Software Portal so that faculty, staff and students can purchase the CyberAngel software directly from the manufacture at a discounted price.

• MSSG has begun investigating the possibility of a volume licensing agreement with VMware for the Virtual Infrastructure products.

Departmental Support: Programming Services New Projects

• National Center for Public Productivity: Modified website built by MSSG to allow client to modify their own site content. Website was initially built with PHP generating HTML, but the site will be modified to be template driven, allowing access by clients to HTML‐only files.

• OIT User Services ‐ OIT User Services has contracted MSSG for a 4 day annual contract. The purpose of the contract is to develop web based and desktop applications to support the operation processes, including replacing legacy systems used to keep track of consultant information, application tracking, etc.

Completed Projects: • Disability Services • Answer – Organizational Site • National Center for Public Productivity • Center for Human Resource Strategy

The following projects are in progress:

• African Studies Association • Housing and Residence Life • Scheduling and Space Management • Center for International Faculty and Student Services • BCSR ‐ Birth Defects • Center for Alcohol Studies ‐ Journal of Studies on Alcohol and Drugs • Off Campus Housing • National Transit Institute/NJ Transit (Phase II and Phase III) • Institute for Women’s Leadership • Douglass Development Disability Services


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• Student Affairs ‐ Student Development Transcript • Safe and Drug‐Free Schools and Communities Project • NJ Center for Character Education • African Studies Association (maintenance) • Answer (annual contract – 4 days) • National Transit Institute (annual contract – ½ day)

Departmental Support: Systems & User Support Old Queens IMSS and BrightMail are the SMTP servers for all of Old Queens catching a large percentage of spam. At one point network connectivity back to Trend Micro timed out, and updates were missed for a weekend. However, a call in to Trend assured that there was no configuration issue concluding that it was most likely a network hiccup. As the PC cycle continues, new machines are joined to the OQ domain, and work is continuing on joining existing machines into the domain. Space Management/Grant Accounting MSSG currently hosts the server running the new application to collect data and calculate F&A for federal reporting. We continue to monitor and maintain any requests from the external vendor, WebData Corp. The physical move of the server to ASB II is scheduled to take place in October. Photo Feed Database for RUConnection MSSG currently supports the hardware running HR’s photofeed database for the RUConnection’s office. This database contains photos of all students, and a feed to ESS was performed manually when requested. A more automatic process was desired. MSSG worked with ESS programmers and HR to automate this feed using java. This project was started in mid August and was scheduled to complete at the end of August. ESS and MSSG staff, completed the project within the tight timeline. Minor changes have been made to the feed in September, as a new ESS consultant took on the project.

NetBackup Upgrade MSSG’s large data backup software, NetBackup, was upgraded to version 6.0MP4. MSSG will be visiting clients to upgrade the client’s software to this latest release.


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With the new tape library in place, the amount of tapes required for an offsite backup has dropped from 20 to 5. MSSG Internal Development Trend Micro IMSS 7.0 and the latest version of BrightMail were installed in front of the Exchange server. Since the install, Brightmail has processed 127, 751 email messages, of which 41,634 were spam and 24,576 were blocked. IMSS has processed 284,064 email messages, of which 51,553 were spam, 448 were phishing attempts, and 204,088 were blocked via Network Reputation Services.

Health Services The Health web server that was maintained by MSSG was transitioned to Health Services as part of the Undergraduate Education reorganization.


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WSUS – Windows Server Update Services The WSUS server was rebuilt in September due to a network problem, which affected the services offered. RUConnection Office MSSG continues to maintain the domain controllers and SQL server for the RUConnection office now under UHR. Periodic password changes and account resets are required – therefore MSSG will work with HR’s UCS to allow that account to make password changes and reset locked out accounts. SharePoint Demo A SharePoint Server 2007 demo was given for a UCM in Camden, highlighting the applications strong points and administrative function. The goal of the demo was to illustrate the potential uses for SharePoint in a medium size environment for file storage and collaboration. School of Management and Labor Relations MSSG was contacted by UCM of SMLR regarding AD replication issues, and a 1hr consultation visit was scheduled. At that time, the domain controllers in two different subnets were running independently of each other – changes made on one DC were not replicated to the other, leading to incorrect account information. MSSG worked with UCM to troubleshoot the problem, resulting in stale host records, which were left over from a previous transition. DNS and NetBIOS connectivity were confirmed correctly, and AD replication was resumed. Center for Mathematics, Science and Computer Education (CMSCE) A new video conferencing server was setup. It will be used primarily by teachers to teach both within and outside of Rutgers. University Press University Pressʹ Netware server was migrated to new hardware. Student Accounting Services UCM vacancy MSSG Assistant Director, Armen Varjabedian, assisted Student Accounting Services with technical interviews for their UCM position.


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Zimbra Pilot Armen Varjabedian and Tim Mills are participating in the Zimbra pilot project. They are using Zimbra as their primary calendar, a mobile device is also being tested for synchronization accuracy.

Enterprise Systems Support RADS 5 – The long awaited, Vista‐compatible RADS upgrade is complete. The new build combines the client software from the Trend Micro OfficeScan 7.3 and 8.0 products, allowing us to provide managed antivirus protection to all clients running Windows 98 or later. The RADS installer has undergone a major upgrade, providing automatic‐update capabilities and extending support back to Windows 98 and NT4 operating systems. The newly redesigned build procedure for the RADS installer makes it possible to build customized installers for specific server configurations and target operating systems. It will also enable us to rebuild the installer each time new virus definitions are received from the Trend Micro servers. An entirely new RADS server infrastructure has been built, consisting of 9 Virtual Machines. Existing RADS 4 clients will be transitioned to the new infrastructure beginning in September or October. Once all clients have been removed from the original infrastructure, it will be decommissioned. The new RADS 5 server infrastructure features custom‐built software that will enable each server to monitor its own and each others’ health. The RADS web site has been re‐designed and can be found at http://rads.rutgers.edu/. The site provides a central source for downloads, help files, frequently asked questions, and administrative functionality. Over the course of the coming months, new features will be rolled out targeted at UCM’s, UCS’s and other technical personnel. These users will be able to group clients into management domains by IP addresses and/or Ranges. This will enable departments to monitor virus and spyware trends, generate reports, adjust firewall rules, and setup custom scanning options at the department level without having to setup their own OfficeScan servers. Scarlet Page and WSUS Rebuild – Due to an unexpected error during a routine maintenance operation on the VMware ESX servers, the Scarlet Page and WSUS servers were damaged beyond repair. The machines were rebuilt from the ground up and are currently back online.


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LAN Support Services: Network Security & Support Contracts

Network Security LSS is implementing a network firewall and VPN for the following departments.

• SCILS Firewall • Old Queens VPN • Old Queens transition • Public Safety • EOHSI • OPDR • Pharmacy • Public Safety • HR • NIEER • GSE

Support Contracts LSS has support contracts with the following departments. • Undergraduate Admissions • Children & Family Services • Rutgers Foundation • Residential Networking • Graduate & Professional Admission • Residential Network Housing • Bloustein Center for Survey Research NJSAMS • Bloustein Center for Survey Research • Bloustein School for Planning & Public Policy • School of Social Work • Financial Aid

Personnel News

Alex Daysudov and Andre Rivera both resigned. Due to the loss of contracts incurred by the undergraduate consolidation, the positions will not be replaced. Ray Quezada also resigned. One new hire was made; Jake Nelson and there is one vacancy to fill.


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NBCS Support Center


NBCS Support Center Tickets NBCS Support Center consists of the NBCS Help Desk, NBCS Operations and ResNet Support. The Support Center provides a single call‐center location for support of all NBCS services and some university‐wide services as well. July New Tickets* .................................................... 5,702 August New Tickets* ............................................... 8,408 September New Tickets* ....................................... 16,526 *This total includes all queues used by OIT staff on all three campuses.

New Tickets July-September 2007

02000400060008000

1000012000140001600018000

July 07 August September

The following NBCS queues represent the highest volume of tickets created during the first quarter: July 2007: Queue ....................................................................Tickets

General ....................................................................... 138 Dorm – Network Support ............................................ 279 Dorm – Registration Problems ..................................... 84 Eden Password........................................................... 375 Eden Questions .......................................................... 312 NB-Voice Mail ............................................................. 115 RCI Questions ............................................................ 121 August 2007:


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Queue ....................................................................Tickets General ....................................................................... 215 Dorm – Network Support ............................................ 661 Dorm – Registration Problems ................................... 143 Eden Password........................................................... 437 Eden Questions .......................................................... 376 NB-Voice Mail ............................................................. 272 RCI Questions ............................................................ 125 September 2007: Queue ....................................................................Tickets General ....................................................................... 285 Dorm – Network Support ......................................... 2,039 Dorm – Registration Problems ................................... 308 Dorm – SWAT............................................................. 148 Dorm – Top Talker...................................................... 197 Eden Password........................................................... 232 Eden Questions .......................................................... 227 RCI Questions ............................................................ 150

NBCS Support Center Phone Statistics NBCS owns and operates a Nortel Business Communications Manager telephone switch. The system is customized to complement the existing support model in place in the Support Center. Calls are routed to the appropriate staff and tracked by way of queues. The BCM allows for the enunciation of average call wait times – this is especially useful during peak usage periods. The following are the call center statistics for the first quarter: July 2007 Totals: Answered ................................................................ 2,427 Abandoned ................................................................ 598 Average Time to Answer .......................................... 1:32 Voicemails ................................................................ 139 August 2007 Totals: Answered ................................................................ 3,588 Abandoned ............................................................. 2,233 Average Time to Answer .......................................... 3:10 Voicemails ................................................................ 340

September 2007 Totals: Answered ................................................................ 5,269 Abandoned ............................................................. 7,935 Average Time to Answer .......................................... 5:06 Voicemails .................................................................77*


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* In September, we let callers know that voicemail may not be returned for a few days due to the beginning of semester rush.

Incoming Telephone CallsJuly 2007 - September 2007

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

Jul Aug Sep

* Incoming calls are the sum of answered and abandoned calls


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By Skill Set (determined by # entered by caller) Telephone Calls by Skillset

July 2007

Netw ork22%

General61%

Fac/Staff17%

Netw ork

General

Fac/Staff

July 2007: Network ............................................ 666 General ......................................... 1,818 Faculty/Staff ..................................... 495

Telephone Calls by SkillsetAugust 2007

Netw ork36%

General49%

Fac/Staff15%

Netw ork

General

Fac/Staff

August 2007: Network ......................................... 2,054 General ......................................... 2,844 Faculty/Staff ..................................... 834

Telephone Calls by SkillsetSeptember 2007

Netw ork67%

General25%

Fac/Staff8%

Netw ork

General

Fac/Staff

September 2007: Network ......................................... 8,836 General ......................................... 3,237 Faculty/Staff ..................................... 988


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NBCS Support Center Email Statistics The following is a summary of support email messages sent during the first quarter by NBCS Support Center email addresses: July 2007: accounts@rci .............................................................. 177 [email protected] ............................ 3 help@eden / abuse@eden......................................... 371 help@faq ...................................................................... 18 help@nbcs.................................................................... 47 help@rci / abuse@rci ................................................. 264 help@resnet ................................................................. 31 helpdesk@nbcs .......................................................... 117 mmadm@nbcs ............................................................. 54 rulink_support@email................................................... 16 August 2007: accounts@rci .............................................................. 249 [email protected] ............................ 2 help@eden / abuse@eden......................................... 435 help@faq ...................................................................... 14 help@nbcs.................................................................... 53 help@rci / abuse@rci ................................................. 412 help@resnet ................................................................. 77 helpdesk@nbcs .......................................................... 144 mmadm@nbcs ............................................................. 83 rulink_support@email................................................... 15 September 2007: accounts@rci .............................................................. 576 [email protected] .......................... 12 help@eden / abuse@eden......................................... 242 help@faq ...................................................................... 17 help@nbcs.................................................................... 45 help@rci / abuse@rci ................................................. 444 help@resnet ............................................................... 234 helpdesk@nbcs .......................................................... 193 mmadm@nbcs ........................................................... 121 rulink_support@email................................................... 19


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ResNet On‐site Visits ResNet and Help Desk staff works in tandem to answer network / computing support questions originating in the Rutgers residence halls. This cooperative effort involves three tiers of support. Level 1 is the help desk, where a majority of questions are answered. Level 2 is more advanced telephone‐based technical support for ResNet. Level 3 is dispatched when all telephone‐based means of diagnosing and correcting a problem have failed. The following illustrates the total number of visits to residence halls during the first quarter: July & August 2007: Completed on-site dorm appointments ........................ 0* *ResNet does not schedule regular appointments during the summer.

September 2007: Completed on-site dorm appointments ..................... 503

Operations Monitoring The NBCS Operations group provides (24x7x365) monitoring services for a variety of OIT specific services. The group uses a variety of monitoring tools (Nagios), and maintains notification procedures and lists for a number of critical services. The following illustrates the number of times Operations contacted customers to report issues dealing with degradations in systems/services. July 2007 ...................................................................... 86 August 2007................................................................ 113 September 2007 ......................................................... 115 At the request of system administrators, Operations staff also performed a number of machine shutdowns/reboots/reinstalls: July 2007 ...................................................................... 47 August 2007.................................................................. 57 September 2007 ........................................................... 17


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The following Machine Room Environmental issues occurred in the first quarter: July 2007: • Audible alarms sounded from the fire alarm panel twice in the month of July. Operations

responded by contacting RUPD each time. August 2007: • 8/8/07: Due to a storm, the Hill Center suffered a power outage that caused the machine

room to be on emergency generator power for approximately 1 hour, starting at about 4:20pm.

• 8/9/07 ‐ 8/11/07: LSM server room suffered loss of AC and the DHCP server that resides in this area repeatedly shut down automatically, due to high temperature. Operations staff remotely started the DHCP server numerous times during this period.

• 8/16/07: A leak was found from the ceiling outside the machine room entrance. Operations reported this to Facilities Maintenance.

• 8/21/07: There was a power blip at approximately 11am – power was lost long enough for the batteries to be engaged, but commercial power was restored before having to transfer to the emergency generator.

• 8/28/07: There was a planned power outage affecting the Hill Center in the evening. The outage lasted from approximately 5:15pm till 6:45pm. Since Operations area is powered by the generator, they hosted staff from the SC in order to continue to provide phone support to the University. A total of four student staff members set up shop in the Operations office to take Help Desk calls during the outage.

• 8/31/07: There was a leak from a drain by the collocation area of the machine room. Operations reported this to Facilities Maintenance.

September 2007: • 9/5/07: Operations placed follow up calls regarding collection of water around the floor

drain near to collocation area. Facilities worked on the issue over a week and informed us that the work was completed by 9/13/07.

• 9/11/07: Audible alarms sounded from the fire alarm panel. Operations responded by contacting RUPD.

Operations: ResNet Monitoring NBCS Operations staff also monitor ResNet devices on their separately run version of Nagios. This is to provide a reporting mechanism for ResNet outages/degradations around the clock (24x7), which in turn can result in improved turn around time for ResNet customers. This service extends ResNet monitoring to times when the Support Center is closed, and also serves as a back‐up service during their normal office hours.


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The following illustrates the number of times Operations contacted ResNet technical staff to report degradations/outages: July 2007 ...................................................................... 12 August 2007.................................................................. 11 September 2007 ............................................................. 4

Operations: After Hours / Support Center Overflow In the late spring of 2006, NBCS Operations staff began to receive cross‐training in the NBCS Help Desk with an eye toward the development of a 24 hour help desk. While the 24 hour help desk objective has not been realized due to budget cuts, a number of synergies have been achieved. In the summer of 2006, the Operations group began to handle after hours emergency calls for the NBCS Help Desk, and they are also handling overflow call volumes during peak periods. For duration of the summer, Operations staff also takes Help Desk calls during business hours, when feasible. The following illustrates the call volume being handled by NBCS Operations. July 2007: After Hours Calls .......................................................... 15 Voicemails .................................................................... 19 Business Hours Calls (summer only) ......................... 129 August 2007: After Hours Calls .......................................................... 30 Voicemails .................................................................... 97 Business Hours Calls (summer only) ........................... 92 September 2007: After Hours Calls .......................................................... 10 Overflow Calls............................................................... 43 Voicemails .................................................................... 17

Operations: Account Support NBCS Operations group provides user support for special email account issues – this includes guest accounts, early RCI account requests, RCPID requests, departmental and organizational account requests, and NetID change requests. As of August of 2007, Operations group also handles requests for Eden guest accounts for Rutgers‐UMDNJ joint programs (previously handled by the Labs). July 2007:


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RCI guest accounts (new & renewals) ......................... 36 New F/S accounts ........................................................ 49 RCI department accounts............................................. 12 RCPID requests............................................................ 32 EDEN guest accounts .................................................... 2 NetID Change................................................................. 1 August 2007: RCI guest accounts (new & renewals) ......................... 37 New F/S accounts ........................................................ 89 RCI department accounts............................................. 19 RCPID requests............................................................ 13 EDEN student organization accounts............................. 5 EDEN guest accounts .................................................. 28 NetID Change................................................................. 6 September 2007: RCI guest accounts (new & renewals) ....................... 357 New F/S accounts ........................................................ 49 RCI department accounts............................................. 12 RCPID requests............................................................ 13 EDEN student organization accounts........................... 16 EDEN guest accounts .................................................. 27 NetID Change................................................................. 3

NBCS Education Series The NBCS Education Series (http://edseries.rutgers.edu) provides training in a number of computer related topics to faculty, staff and students of Rutgers University. Here are the Ed Series stats for June: July 2007: Classes Scheduled ........................................................ 6 Classes Held* ................................................................ 6 Total Attendance .......................................................... 60 August 2007: Classes Scheduled ........................................................ 9 Classes Held* ................................................................ 9 Total Attendance .......................................................... 63 September 2007: Classes Scheduled ........................................................ 4 Classes Held* ................................................................ 3 Total Attendance .......................................................... 10

* Classes are occasionally cancelled due to low enrollments.

http://edseries.rutgers.edu/


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Information Technology Certificate Program (NBCS‐led Training) In 2006, University Human Resources implemented an IT Certification program for all staff at the university who is employed in IT support roles. NBCS contributed heavily to the development and ongoing teaching of classes in the ITCP. The following illustrates NBCS involvement in ITCP during June. July 2007: Classes Scheduled ........................................................ 3 Classes Held* ................................................................ 3 Total Attendance .......................................................... 41 August 2007: Classes Scheduled ........................................................ 1 Classes Held* ................................................................ 1 Total Attendance ............................................................ 6 September 2007: Classes Scheduled ........................................................ 4 Classes Held* ................................................................ 1 Total Attendance ............................................................ 6 * Classes are occasionally cancelled due to low enrollments.

NBCS Computer Labs The Computer Labs track usage by campus. The following table lists how many hours patrons spent on machines (workstation hours) and how many hours the facilities were open for business (hours open). July 2007:

Campus Workstation Hours Hours Open

College Avenue 27,890 1,151 Cook/Douglass 6,000 486 Busch 8,333 529

Livingston 6,036 332

Total: 48,259 2,498 August 2007:

Campus Workstation Hours Hours Open College Avenue 9,920 651


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Cook/Douglass 5,690 427

Busch 5,900 431 Livingston 2,552 305

Total: 24,062 1,814 SepSeptember 2007:

Campus Workstation Hours Hours Open College Avenue 38,845 1,542 Cook/Douglass 25,880 1,770 NBBusch 26,868 837

CLivingston 14,986 985

Total: 106,579 5,134 S IML Classes The Computer Labs have a collection of Instructional Microcomputer Labs (IMLs) that are available for hands‐on instruction. CCF managers are responsible for reservations of these facilities. The following illustrates the usage of the IMLs during the month of June. July 2007 College Avenue Labs ............. 128 classes, 294.16 hours Cook/Douglass Labs ................ 40 classes, 175.67 hours Busch Labs ................................ 25 classes, 48.33 hours Livingston Labs .......................... 31 classes, 167.5 hours Total for all four campuses ..... 224 classes, 685.66 hours August 2007 College Avenue Labs ................. 24 classes, 62.33 hours Cook/Douglass Labs .................... 17 classes, 65.5 hours Busch Labs ................................ 14 classes, 55.83 hours Livingston Labs ............................ 11 classes, 45.5 hours Total for all four campuses ....... 66 classes, 229.16 hours September 2007 College Avenue Labs ............... 108 classes, 168.5 hours Cook/Douglass Labs .................. 45 classes, 70.33 hours Busch Labs ............................ 107 classes, 166.83 hours Livingston Labs ............................... 45 classes, 77 hours Total for all four campuses ..... 305 classes, 482.66 hours


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Satisfaction Survey Results The Help Desk ticket system sends a customer service survey to users upon resolution of a trouble ticket. Selected comments received during the month of June

• “Thank you very much. You run the most efficient support office at RU!” – sent to

accounts@rci

• “Thanks!! Keep up the good work.”

• “Overall an excellent service. Thanks!”

• “I waited on the line for over an hour, but it was definitely well worth it.”

• “Thanks a lot for your wonderful help!”

• “Wonderful service. Thanks so much!!!”

• “Even though I was angry because of this issue since I tried many times to fix the problem by myself, people at ResNet were kind all the time. Thanks a lot for putting [yourself] in the users' shoes.”

• “Very efficient and I would definitely call back and recommend the help desk to friends in the

future!!”

• “The people that helped me were very nice. I felt that they had a genuine concern for my issue and helped me through it with enthusiasm.”

• “As someone who formerly did customer service as a career, I appreciate the professionalism,

sense of humor and skill of the technician who helped me.”

• “I thank the staff who helped me with my internet connection problem for being patient and helpful. I was indeed hesitance to call for technical help but after I have done it, I was decently surprised at how kind the staff [members] were and see that they were willing to help resolve the technical problems.”

• “Thanks very much for letting me know your procedure. I greatly appreciate your quick

response in processing the request. Kimberly can now enroll in several training classes and RIAS requiring her Net Id.” – sent to accounts@rci

• “I really appreciate you following up with me about this. It would have taken me a while to

figure out the update/etc on my own.” – sent to accounts@rci

• “Many thanks, Joe. My login was a total success….RCI is always so great about providing assistance.” – sent to accounts@rci


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251 surveys were received during the first quarter. Here are the results:

How did you contact the Help Desk?

Answer Number Percentage by phone 212 84.46% by email 21 8.366% walk-in 18 7.171%

If you contacted the help desk by phone, how long did it take to speak with a help desk consultant?

Answer Number Percentage more than 5 minutes 97 45.75% 1-5 minutes 57 26.88% less than one minute 47 22.16% left a message on voicemail 7 3.301%

got tired of waiting / hung up 4 1.886%

If you contacted the help desk by email, how long did it take to get a response?

Answer Number Percentage between 8 and 24 hours 15 71.42%

less than 8 hours 4 19.04% more than 24 hours 2 9.523%

Was your question / issue addressed to your satisfaction?

Answer Number Percentage Yes 208 82.86% Still unresolved 30 11.95%

No 13 5.179%

Did you find the help desk staff to be (please check all that apply)? (Combinations were picked)


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Answer Percentage Number Courteous, Helpful, Knowledgeable, Responsive 91 36.25% Courteous 25 9.960% Courteous, Helpful, Responsive 22 8.764% Helpful 18 7.171% Courteous, Helpful 18 7.171% Courteous, Helpful, Knowledgeable 17 6.772% Courteous, Responsive 10 3.984% Helpful, Responsive 9 3.585% Helpful, Knowledgeable, Responsive 9 3.585% Knowledgeable 5 1.992% Courteous, Helpful, Knowledgeable, Responsive, Ambivalent 5 1.992%

Responsive 4 1.593% Courteous, Ambivalent 3 1.195% Ambivalent 3 1.195% Helpful, Knowledgeable 2 0.796% Uncooperative, Ambivalent 2 0.796% Uncooperative 1 0.398% Courteous, Knowledgeable 1 0.398% Rude, Uncooperative 1 0.398% Courteous, Knowledgeable, Responsive 1 0.398% Knowledgeable, Responsive, Ambivalent 1 0.398% Helpful, Knowledgeable, Responsive, Ambivalent 1 0.398% Rude, Knowledgeable 1 0.398%

Some people are intimidated by seeking technical support. Were you uneasy about calling the help desk for assistance?

Answer Number Percentage

No 211 84.06% Yes 40 15.93%

If you were intimidated prior to calling, how did you feel after calling?


less 36 90%


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intimidated

more intimidated 4 10%

The advice/guidance I received was?

Answer Percentage Number At a technical level I could understand and implement 201 80.07%

Very technical, but explained in a way I could understand 30 11.95%

Inadequate: Did not address my needs 19 7.569% Too technical, I couldn't follow the instructions 1 0.398%

If you received documentation or written instructions as a result of your call/email, was the documentation (please check all that apply)? (Combinations were picked)

Answer Percentage Number clear and easy to follow 70 73.68% ok but could have been better 21 22.10% clear and easy to follow, ok but could have been better 3 3.157%

too technical and confusing 1 1.052%

If the problem took several interactions to resolve, were the time intervals between handoffs acceptable?


Yes 112 80.57% No 27 19.42%

Would you call/write the help desk again?


Yes 238 94.82% No 13 5.179%


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New & Noteworthy

Orientation Sessions ‐ This summer, as in past ones, the NBCS staff participated in the Douglass Residential College orientation sessions. These sessions, held on three separate dates and lasting half an hour each, addressed many of the opportunities available for Rutgers students. The topics included the MyRutgers portal, email access and spam control, web services, Rutgers Computer Repair, Ed Series classes, findTech Connections, the Help Desk and Residential Networking, the computer labs, and even how to properly write an email message. Back‐to‐School ResNet SWAT teams were available in first year dorms to help students get connected to the network on Friday and Saturday as students were moving in. The Computer Repair operation was also available with the SWAT teams on most campuses to sell convenience items such as Ethernet cables and power strips. The schedule can be viewed at http://resnet.rutgers.edu/index.php?topic=SWAT+Information. There were 169 tickets logged for SWAT this year. The Help Desk extended its hours over the weekend, Fri 8:30 AM – 10:00 PM, Sat & Sun 10:00 AM – 10:00 PM. Additionally, Operations housed several Help Desk staff members after‐hours on Saturday 9/1/07 through Tuesday 9/4/07, between the hours of 10:00 PM and 1:00 AM. Three consultants were tasked to provide Help Desk phone support during this period. This initiative provided an extended period of Help Desk assistance to the University community during our busiest time of the year. Although the support provided was limited, the phone statistics show that significant number of calls came in and each consultant was assisting callers throughout the extended four‐hour period. The Help Desk started its normal semester hours on Labor Day, which are Mon – Thu 8:30 AM – 10:00 PM, Fri 8:30 AM – 5:00 PM, Sat 12:00 PM – 6:00 PM, Sun 4:00 PM – 10:00 PM. The computer labs were open all weekend from about 10:00 AM – 4:00 PM to accommodate new students. They provided many NetID password changes.

https://mssg-phx.rutgers.edu/exchweb/bin/redir.asp?URL=http://resnet.rutgers.edu/index.php?topic=SWAT%2BInformation


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Staff Recognition

Support Center Consultants of the Month Summer 2007

• Jonathan Sattelberger (Operations)

September 2007 • Ilya Chigirev (Busch Computing Labs) • Robert Szczepaniak (Busch Computing Labs) • Sarah Royston (C/D Computing Labs) • Mitchell Laird (C/D Computing Labs) • Kendra Waters (Livingston Computing Labs) • Lawrence Lee (Livingston Computing Labs) • Jamie Bruno (CA Computing Labs) • Matthew Cevallos (CA Computing Labs) • David Diffenbaugh (Help Desk) • Carlos Limardo (ResNet) • Mohammad Zia (Operations)

All Consultants of the Month receive a customized certificate that looks like this:


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Support Center Customer Service Appreciation Awards • Raymond Chen (ResNet) – June/July, August, and September 2007

• William Arlia (Operations) – June/July 2007 • Raymond Chen (ResNet) – June/July 2007 • Kristina Elshalakany (Help Desk) – June/July 2007 • Jonathan Sattelberger (Operations) – June/July 2007 • Charles Woods (Help Desk) – June/July 2007 • Mohammad Zia (Operations) – June/July 2007

• Kristina Elshalakany (Help Desk) – August 2007 • Damian Fumero (Operations) – August 2007 • Kevin Jean‐Louis (Labs) – August 2007 • Sean Li (ResNet) – August 2007 • Kyle McKay (Labs) – August 2007 • Charles Woods (Help Desk) – August 2007 • Michael Bershad (ResNet) – September 2007 • Prince Narang (ResNet) – September 2007


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• John Rhee (ResNet) – September 2007 • Thomas Hanrahan (ResNet) – September 2007 • Eugene Chow (Help Desk) – September 2007 • Eric Chung (Help Desk) – September 2007 • Fiona Devonish (Help Desk) – September 2007 • Nathanael Joseph (Help Desk) – September 2007 • Taha Najmuddin (Help Desk) – September 2007 • Nikethan Yerabaka (Help Desk) – September 2007 • Mohammad Zia (Operations) – September 2007

Documents

Quarterly Status Report for: September 2007 - OIT - New …nbcs.rutgers.edu/reports/quarterly_report_jul-sept07.pdf · · 2007-11-08Quarterly Status Report for: ... NBCS Quarterly