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Managing in These Uncertain Times

Managing in These Uncertain Times. David V. Ecker www.davidecker.com. Stony Brook and Client Support. Stony Brook University Located 60 miles east of New York City 22,000 students, 10,000 students live on campus 20 residential hall buildings. Client Support

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Managing in These Uncertain Times

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  1. Managing in These Uncertain Times David V. Ecker www.davidecker.com

  2. Stony Brook and Client Support • Stony Brook University • Located 60 miles east of New York City • 22,000 students, 10,000 students live on campus • 20 residential hall buildings. • Client Support • Provides Faculty/Staff and Student support • 13 Professionals (8 Faculty/Staff, 2 student, 1 manager) • 12 students in Student support • 8 students in Faculty/staff support

  3. Economy and IT change • Budgets shrinking • Technology change • Hardware • Software • Networking • Where does it end?

  4. The Death of the Desktop

  5. The Storm

  6. Time for a Choice - • Which is more important when you manage an IT group? • The Technology • Resources

  7. Look at the future of technology - where do you see your group fitting in? • Break fix – reactive team • Innovative team • Project oriented team • None of the Above

  8. My answer: • We all have to change to be innovators and strive to improve ourselves. • Only problem.. How do I do this?

  9. Orientation Opportunity • One thing I always been able to take advantage of is to see an opportunity and run with it. Play Orientation Video

  10. Laptop Check? • Script to check for patches. • Our student registration system requires Windows Patches…. • Here is the quick script..

  11. Communications • We strived to improve communication for the Information technology • Blog • Facebook Fan page • Twitter sites • http://twitter.com/sbresnet • SB Tech site (internal communications for University support) http://teams.stonybrook.edu/clientsupport/sbtech • Live Chat

  12. Remote Support • Bomgar • Blackberry support • Escalation Phone Support Desks • Knowledge base • Self Directed diagnostics • https://survey.stonybrook.edu/

  13. In Person Support • Stony Brook opening weekend Triage Center • Elimination of Room visit support • Drop in Center – expansion and standards • 8 hours or less • Warranty work for Dell only • Multi-Boot DVD

  14. Training • We all conduct training for our students now lets branch this idea out • Training to students in Resident halls or other places on campus. • WebNars with http://www.dimdim.com/ • Host technical question and answer sessions. • Training on • Combo Fix • KeePass

  15. Application Support If the desktop is dead where does it leave us? • Applicaton Specific Support • R25 • Stony Brook Reporting • Anti-Virus System management • SCCM • Terminal Server • GPO management

  16. Wireless Walk in Center • 30 minutes max service time • Wireless connectivity issues • Appointment system • Document of common questions/answers • Mobile Device support (iPhones and Blackberries) • Application help

  17. Lets Predict Technology’s Future?

  18. Email? • Is Email an outdated technology?

  19. Embrace New Technology • Netbooks • The new social networking sites.. Ning.com • Mobile Devices • Tethered blackberries or broadband cards • Micro projectors for faculty and students

  20. Out of the Box thinking To keep innovating along the same lines as the Orientation video and the script, what do I need to do?

  21. Questions

  22. Information • David V. Ecker • David.ecker@stonybrook.edu • Manager of Desktop Support – Stony Brook University • www.davidecker.com • Twitter: davidvecker • Resnet Evaluation: • http://www.resnetsymposium.org/rspm/evaluation/

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