David V. Eckerwww.davidecker.com

Stony Brook and Client SupportStony Brook University

Located 60 miles east of New York City22,000 students, 10,000 students live on campus20 residential hall buildings.

Client Support Provides Faculty/Staff and Student support13 Professionals (8 Faculty/Staff, 2 student, 1

manager)12 students in Student support8 students in Faculty/staff support

Economy and IT changeBudgets shrinking

Technology changeHardwareSoftwareNetworking

Where does it end?

The Death of the Desktop

The Storm

Time for a Choice -Which is more important when you manage an IT group?The TechnologyResources

1. Break fix – reactive team2. Innovative team3. Project oriented team4. None of the Above

Look at the future of technology - where do you see your group fitting in?

My answer:

We all have to change to be innovators and strive to improve ourselves.

Only problem.. How do I do this?

Orientation OpportunityOne thing I always been able to take

advantage of is to see an opportunity and run with it.

Play Orientation Video

Laptop Check?Script to check for patches.

Our student registration system requires Windows Patches….

Here is the quick script..

CommunicationsWe strived to improve communication for the

Information technologyBlogFacebook Fan pageTwitter sites

http://twitter.com/sbresnet

SB Tech site (internal communications for University support) http://teams.stonybrook.edu/clientsupport/sbtech

Live Chat

Remote SupportBomgar

Blackberry supportEscalation Phone Support DesksKnowledge baseSelf Directed diagnostics

https://survey.stonybrook.edu/

In Person SupportStony Brook opening weekend Triage CenterElimination of Room visit supportDrop in Center – expansion and standards

8 hours or lessWarranty work for Dell onlyMulti-Boot DVD

TrainingWe all conduct training for our students now

lets branch this idea outTraining to students in Resident halls or other

places on campus.WebNars with http://www.dimdim.com/Host technical question and answer sessions.

Training onCombo FixKeePass

Application SupportIf the desktop is dead where does it leave us?

Applicaton Specific SupportR25Stony Brook ReportingAnti-Virus System managementSCCM

Terminal ServerGPO management

Wireless Walk in Center

30 minutes max service timeWireless connectivity issuesAppointment systemDocument of common questions/answersMobile Device support (iPhones and

Blackberries)Application help

Lets Predict Technology’s Future?

Email?Is Email an

outdated technology?

Embrace New Technology

NetbooksThe new social networking sites.. Ning.comMobile DevicesTethered blackberries or broadband cardsMicro projectors for faculty and students

Out of the Box thinkingTo keep innovating along the same lines as the

Orientation video and the script, what do I need to do?

Questions

InformationDavid V. EckerDavid.ecker@stonybrook.eduManager of Desktop Support – Stony Brook

Universitywww.davidecker.comTwitter: davidvecker

Resnet Evaluation: http://www.resnetsymposium.org/rspm/

evaluation/