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JMU Information Technology

2004-2005 Objectives Update / Additional Accomplishments

University Defining Characteristic #5
The university's strength is its people and thus, we will invest in both professional development and instructional innovation and excellence.

Provide professional development opportunities for staff in Information Technology Information Technology welcomed the following new staff members: Jamie Johnson, HelpDesk; Mohammad Sumbal, part-time Desktop Services to full-time HelpDesk; Tom Hardbarger, part-time Desktop Services to full-time HelpDesk; Linda Miller, Administrative Assistant in Information Systems; Jackie Mann moved from the HelpDesk to Information Systems Security; Terry Stocker, Systems and Operations; Michael Bayne moved from Systems and Operations to Security Engineering; Peter Baitz accepted the Lead Unix/Linux Systems Engineer in Systems and Operations, Richie Testa accepted the Lead PC Services Technician; Jason Stevens moved from Desktop Services to Network Engineering; Steve Martin part-time Desktop Services.

Susan Reid completed her Masters degree in Technical and Scientific Communication.

Richard Blankenship graduated cum laude with an Information Systems Technology degree from BRCC.

Dick Johnson completed the Impact3 program.

Debby Boyle passed the HelpDesk Manager Certification and HelpDesk Manager Instructor Certification, and was listed in "Support World" Magazine, Jan/Feb 2005 issue for this achievement.

Richard Blankenship and Jamie Johnson passed the Mac OS X Help Desk Essentials v10.3 exam.

Susan Reid passed the Microsoft Office User Services (MOUS) Access and Excel exams.

Carol Miller completed the Microsoft Office User Services (MOUS) Word Expert Certification and the MOUS Certification for PowerPoint - Comprehensive level.

Jamie Johnson and Mohammad Sumbal completed the Mac OS X Help Desk Essentials class.

Many IT staff attended the Microsoft security training hosted on-campus.

Debby Boyle held a three day HelpDesk Analyst Bootcamp (certified HelpDesk Institute course) for five staff members.

Stan Bishop attended Novell Advanced Technical Training Online Classes on the following topics: ZENworks 6.5 Personality Migration, Novell ZENworks Patch Management, and Advanced Importation Techniques in ZENworks 6.5 Desktop Management.

Stan Bishop attended the following classes in the ZENworks 6.5 Best Practices Web Seminar Series: Efficient Windows Management, Automated Patch Management, and Rapid OS Migration.

Stan Bishop attended a training session on VMware.

Sam Lessley, Tim Chandler, and Rich MacDonald attended Novell ZENworks training.

Sam Lessley and Tim Chandler attended Apple Macintosh OSX Tiger training at UVA.

Many IT staff attended VITA Commonwealth Project Management (CPM) Overview Training course and a Project Manager Qualification Testing Preparation course.

Josh Whitlock attended Oracle Cost Benefit Optimization/SQL Tuning class.

Staff from all areas of IS were trained in the use of the Mercury Interactive load-testing tools.

Staff from all areas of IS were trained in the user of Quest's TOAD application. This application provides developers with expanded capabilities to interact with the database(s) behind the applications.

The IT Web team attended Flash MX 2004 training in SMAD's Apple Training Center. Lisa Kiracofe, along with the Summer Registration team, received a Madison award.

Linda Montgomery attended Oracle 10G New Features/Administration class.

Robin Bryan and Theresa Garrison are serving on the A&F Scholarship committee.

Barry King received training on creating reports for the Viking web client.

Vanessa Breeden received training on security for Financial 8.8.

Cathy Crist and Sarah Moyers attended WebLogic administration.

Sarah Moyers attended EMC training.

Brad Saul passed his CCNA from Cisco.

David Gutschow, Brian Estes and Bruce Matthias attended EMC Storage training.

Bruce Matthias and David Gutschow attended training from ADIC for new backup solution.

Greg Liskey and Terry Stocker attended Microsoft MOM and SMS training.

Brad Saul and David Lamm attended router and switch training from Cisco.

Richie Testa, Glen Martin, Patrick Morrisette and Karen Hulvey received Dell certification.

Richie Testa, Patrick Morrisette and Karen Hulvey received Apple certification.

Darren Drury received HP printer certification.

Dale Hulvey and Dick Johnson co-chaired the Sports Media Relations program review.

Alvin Chao participated in the Sports Media Relations program review.

Theresa Garrison participated in the Human Resources program review.

Lisa Kiracofe, Josh Whitlock and Jackie Mann participated in the IT Systems and Operations program review.

Linda Carrier served on the Copy Center program review committee as administrative team lead.

Carla Newman participated in the Accounts Payable program review.

Alvin Chao and Mohammad Sumbal are serving on the A&F Diversity Council.

Implement an orientation program for new Information Technology employees IT Training staff worked with the AVP and directors to develop program components and session materials. The AVP and each of the directors participate. Customer service philosophy and organizational values are emphasized, and details regarding the areas of the organization, current projects and upcoming events are shared. Finally, participants receive a tour of the various IT facilities. Participants are provided with a "Meet the Manager Card" to encourage new employees to seek out the managers in the organization to further broaden their knowledge of the various areas. After having all managers initial the card, the employee is provided a JMU portfolio. IT new employee orientation sessions are scheduled quarterly; the first was held February 4, 2005 with 5 in attendance.

Provide opportunities both online and in the classroom for faculty and staff to improve technology skills and bring campus-wide computing skills to a higher level
Held a successful open house spotlighting the IT Training Center with the theme, "New Curriculum, New Classes, New Center." Approximately 70 attended representing 22 departments.

New training programs implemented: Microsoft Office 2003, Electronic Virginia (eVA), Privileged Access (remote access), Finance 8.8, JMUJobLink, J-ess upgrade and e-training. Total number sessions 342, attendees 2071, contact hours 5624.5

University Defining Characteristic #19.
The university will provide technologies and laboratories that are widely accessible to the entire campus community.

Support the implementation of the selected Content Management System/Portal
A portal project team to identify needed functionality and to communicate with campus about the opportunities was formed. The team was comprised of staff from all four university divisions. The committee completed a "Common Message" PowerPoint that was used by campus staff to discuss the project with students, faculty and staff. An RFP subcommittee was formed and a RFP issued. Nineteen responses were received and narrowed down to two finalists. The finalists were brought on campus to offer campus-wide sessions on their products. The university community was provided an opportunity to provide feedback through participation in vendor sessions and through outreach accomplished by portal committee team members. Students were surveyed to determine their interest areas in support of the portal. This feedback from participants was used to select the CampusEAI consortium.

Additionally, a Universal Design team was formed to support the review of accessibility options for use with the Content Management/Portal system implementation. Two divisions have formed committees related to the portal project and are constructing inventories of their web services along with their desires for the future. Additional divisional groups will be formed. A project plan is under development and will be presented to university senior management in August. A new project implementation team along with supporting work groups is being formed and will begin the process of implementation during the summer. The division heads appointed a steering committee, chaired by Dale Hulvey and representing the four divisions along with IT.

Develop and begin to implement a three year storage, backup and restore plan
The project began in April of 2004 with a kickoff meeting with all the major data storage stakeholders to explain the process and steps to accomplish our goal. After interviews with the stakeholders, we developed our three year hardware needs and procured new backup and storage equipment. The new backup equipment was installed and operational in December of 2004 and the new storage equipment was procured, installed in spring of 2005. All critical databases were migrated over to the new storage devices in May and June. This allows us to grow our data storage needs over the next two years and addresses our contingency needs between the two data centers.

Implement a device registration system
This project began in the summer of 2004. The software and hardware was procured and installed in all student areas by August 1. All students on campus and in the apartment complexes used the new registration system at the start of the 2004 fall semester. All faculty and staff were migrated to use the system during the spring semester of 2005 for a total of 18,000 + devices registered.

Develop and begin to implement a four year infrastructure upgrade plan for 100 mb's to the desktop and additional wireless network access
We continue to replace old electronics ("hub") technology with switch technology, expand our wireless service and re-wire current buildings to give us 100mb capabilities around campus. We upgraded both Internet routers to increase processing and security needs. The following buildings were re-wired for 100 mb capabilities this year: Sonner, Roop, Burruss, Paul Street, Logan Hall, Blue Ridge. These are new buildings brought on line with 100mb service: 1070 Virginia Ave, Rockingham, Athletic Performance Center (APC), A3A, Harrison. These buildings were upgraded from old hubs to new switch technology: Music, Library, Keezell, Jackson, Duke, USB, Mr.Chips, Gibbons, Sheldon, Alumnae, Johnston, Health Center. Wireless service was set up in these buildings: Keezell, Music, Roop, Sonner, Wilson, Moody, CISAT Modular, Duke, APC, IT Training.

Evaluate and make a recommendation for procurement of a Centralized Desktop Management Solution
As a part of the NetWare upgrade project, one goal is to provide proactive security, automation and customer service to the community via an up-to-date environment and a variety of tools including desktop management, software packaging and automated distribution.

University Defining Characteristic #21 The university will provide a high level of service to all members of the JMU community.

Enhance and create ongoing model for assessing Information Technology satisfaction
Coordinated and assisted with development and complete process of the 2005 campus-wide IT Technology Satisfaction Survey. For the second year, ninety-six percent of the faculty and staff reported very satisfied/satisfied overall with technology at JMU. Ninety-five percent of students reported very satisfied/satisfied overall with technology at JMU, which is a 2.5% increase over 2004.

Organize an Information Technology Fair promoting our services and enthusiasm about computing at JMU, as well as to establish a communication network among IT and administrative customers
On October 18, 2004, we held the Information Technology Fair for faculty, staff, and students. The fair was an opportunity for Information Technology to reach out and connect with the JMU community and to share information about our services. Over 300 visitors attended the IT fair with over 20 exhibits. In addition, we had 31 sponsors. A survey was submitted with results being very positive. Of the visitors who responded, most attended the fair to learn about technology, what we offer, and to see the exhibits. The fair committee was comprised of staff from all IT areas (Computing Support, Technical Services, Information Systems) and Telecommunications. Subcommittees were formed to organize room details, vendors, door prizes, exhibits, advertising, transportation, and budget.

Enhance and promote our information security awareness program
Developed new Information Security Awareness education program. Also worked with John Woody to put together a class project in which his Advanced Media Design students put together a series of 30-second spots that can be used as part of JMU's information security campaign. The products were excellent and are being submitted to a national competition sponsored by Educause.

Implement project selection and project management across campus
Developed and publicized the new Project Initiation Questionnaire to be submitted by departments interested in implementing new technology projects.

Complete a review of the university's Information Security Program
Prepared a security status update for the Senior Vice President in response to the Chronicle of Higher Education "Insecure and Unaware" article regarding information security practices in higher education.

Developed two new information security brochures-one for RUNSAFE and the other for VASCAN-to be used in security outreach activities.

Provided input for a security brochure being developed through CISC and the President's office.

Worked with others in IT to develop new policies and procedures for remote access to central systems from off campus.

Led a session with IT senior managers using the Information Security Governance Assessment Tool for Higher Education (developed by Educause/Internet 2) to review the status of the information security program.

Continued implementation/refinement of the new Information Security Incident Response process; Developed updates to the incident reporting process in response to suggestions from auditing; Gave a presentation about our process at the ACCS/VASCAN state conference; Also shared additional information about our process with colleagues at GMU and UVa who are working to develop similar protocols at their institutions.

Assisted the development of the new Information Security Awareness education program.

Compared JMU's existing security program to the state security standards and provided advice to IT senior management on institutional changes that might become necessary.

Worked with IT senior managers to inventory systems/processes that collect or store sensitive data (particularly elements that may be used for identity theft) with a focus on eliminating unnecessary exposure.

Participated in a National Infrastructure Advisory Council (NIAC) workgroup toward developing a Common Vulnerability Scoring System for information security vulnerabilities.

Participated in developing responses to several audits including the Novell Netware and Information Security.

Provided to IT senior management information and suggestions on business impact/risk analysis models and how we might apply such a model at JMU (particularly in relation to handling of sensitive data).

Expand access to e-campus and/or e-mail to other key JMU constituencies
Rolled into portal project.

Finance 8.8 Reimplementation
Version 8.8 of Finance went live on June 16, 2005 with the loading of the 2005-2006 budget. The reimplementation was successful in aiding in the reduction of customizations. New functionality will continue to be made available as the next year progresses.

HR Employee Self-Service, J-Ess Phase III
Added year-to-date totals on pay advice.

e-Campus Evaluation and Expansion
Piloting student photos for faculty of students enrolled in their courses.

Provided ability for students to enter cell phone numbers.

Provided enhanced functionality to link on-line class search more closely to enrollment.

Implemented into production a "smarter" Account Summary for e-campus. The term amount due now shows payments grouped with the term of the charge they satisfy.

Developed an improved service to students that placed the holds and to do's more prominently on e-campus.

Added a new feature for faculty and advisors on the Class Roster and Advisee Roster. The new feature will allow faculty and advisors to email the entire class and/or all advisees with one link. The link will pop up the locally installed email client with all the enrolled students' email addresses in the "to:" address.

Added a new feature for students which will allow them to accept or decline their offered student loans via e-campus. Previously students accepted/declined their offered student loans by mailing their response back to the Financial Aid Office.

Added a new feature that will allow students from within View Schedule of Classes carry the class number into enrollment and add the class to their class schedule. Previously if the students wanted to enroll in a class and went into View Schedule of Classes to search for it, they had to remember the class number or write it down and then navigate into Enroll in a Class menu item. Students are now able to view their JMU Post Office Box combination via e-campus. The combination information can be found on e-campus on the Addresses Page under Personal Portfolio. In the past, students received their combination information in their housing packet with their JMU box number. If they forgot their combination, they had to walk to the Mail Services window and have staff look it up.

Continue support for eVa campus-wide roll-out
Supported the eVa roll-out by creating a security plan, implementing a new security model and creating interfaces in support of the university's financial system.

Develop a proposal for planned replacement/recycle of faculty/staff computers
Through funds provided by Mr. King, and by working with representatives from all the divisions, we utilized this methodology to replace 130 computer systems in two phases over the fall and spring semesters.

Establish services necessary to leverage personally-owned student computers for use in instruction and service delivery Continuing to evaluate need, vendors and technologies to provide this service.

Additional Accomplishments
HelpDesk team was recognized at the Administration and Finance divisional meeting for their Customer Service contributions. Dale Hulvey chaired a task force to study the need for document imaging technology and presented a final report to Dr. Rose. In spring 2005, established a monthly meeting with various IT staff and Microsoft reps. In June, held our first "Microsoft Day", an informational session hosted by IT and Microsoft for technical staff across campus.

In spring 2005, an Administrative Technology Coordinator group was organized. This is a forum for technology coordinators within administrative departments and IT staff to communicate technology ideas, issues, concerns, and to learn from each other. In spring 2005, IT participated in the development of the orientation video to replace the panel presentation held in Grafton Stovall.

Published the JMU Strategic Plan for Information Technology.

Inventoried systems/processes that collect or store sensitive data (particularly elements that may be used for identity theft) with a focus on eliminating unnecessary exposure.

Coordinated on-site Commonwealth of Virginia (COV) project management training for twenty IT staff.

Darlene Quackenbush was appointed to Virginia's Council on Technology Services led by Lem Stewart (Commonwealth CIO) which acts as an advisory body relative to state technology issues.

Darlene Quackenbush represented JMU as a member of the Board of Directors of the Virginia Association of Collegiate Computing Services (ACCS). She also served as track chair for their fall conference (held in cooperation with the Virginia Alliance for Secure Computing and Networking (VASCAN) and spring workshop.

Began the NetWare upgrade project. The goal of the project is to provide proactive security, automation and customer service to the JMU community via an up-to-date environment and a variety of tools including: patch management, desktop management, software packaging and automated distribution, sufficient network data storage space, inventory, and remote control for support staff. New hardware and software has been purchased and installed. IT groups will to move into the new environment this summer. Migration of other departments will begin in the fall.

Worked with the Bookstore, Procurement, Dell and Microsoft to enact the student option of our Microsoft Select agreement. This allows the bookstore to resell certain Microsoft software to students at significantly discounted pricing. The JMU Computing HelpDesk was recognized for the second year by the Customer Service Group in their e-mail listserv and on their website under the title "Building Strong Bonds with Contests" http://www.CSWeek.com/agendas2004.php for our unique celebration of Customer Service week.

Implemented a Remedy-based system for IT student assistants to log their hours worked. The HelpDesk was successfully relocated from Frye 102 to Frye 103 over spring break. The Test Scoring operation now occupies Frye 102 and is more visible and accessible to customers.

Compiled Macintosh support information and shared with campus Macintosh users including the HelpDesk's newly revamped Mac Resource web site, OS X Mail tutorial, as well as other valuable site such as the web browser compatibility chart, VPN client info, how to request the Prosoft client, etc.

Worked with Athletics department to order, install and setup equipment for the new computer lab in the Athletics Performance Center.

Successful piloted a software metering program (KeyServer) in the general labs that will ultimately help the university to maximize software investments in labs and technology classrooms.

Installed card reader access in all general labs to enhance security, and upgraded alarm panels in all general labs to support remote management.

Supplied computer and printer upgrades to Madison House in London.

Held a Wireless Laptop Open House in September to assist students, faculty and staff in configuring their laptops to use the wireless network. Sixty-six people attended.

Coordinated three Dell bulk orders for the campus comprising 353 computers.

Began offering support for departments that have computer kiosks. By centrally managing kiosks, we can ensure that the computers are sufficiently secured, and software is kept up-to-date and patched.

Implemented a model in the HR system to support the functionality required for Finance to track signature authority.

Completed assessment of J-Ess and e-campus functionality through an optional survey placed on the login pages.

IT Web staff supported Computing Support by revamping the IT training pages. The IT Training combined calendar for PeopleSoft and other workshops was also brought online.

Developed and implemented into production a new process that will create data files for Degree Verification via the National Student Loan Clearinghouse. This process will allow degrees to be verified faster since the NSLC is available twenty-four hours a day, seven days a week. As students search for jobs and/or apply to graduate and/or professional schools, organizations will call to verify their degrees. The person verifying the degree will not be limited by the office hours of the Office of the Registrar. By verifying degrees faster, they can get back to the student in a more timely fashion.

Provided support for the selection of an e-billing vendor. Supported technical aspects of the implementation.

Created a process that creates prospect records from an input file created based on students loaded into the SA system with certain SAT scores. This process for the Admissions Office will eliminate manual data entry to achieve the needed results for 3,000-5,000 prospective students.

Created a model in the student system to provide support for transfer orientation. It functions very similarly to that of freshmen orientation.

Wrote a web-based system to handle non-credit registration for College of Graduate and Professional Programs.

Installed Intrusion Detection Devices at our internet borders.