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IT Department Annual Report 2014-15

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IT Department Annual Report 2014-15
Delaware State University Information Technology Department a partnership with Ellucian Technology Management Supporting the University’s Strategic Plan To support the University’s strategic plan, at the Division of Finance & Administration retreat in 2014, each department set strategic objectives aligned with University strategic goals. The IT Department achieved all five of its strategic objectives for the year: Objective 1.2: provide quarterly training to University’s stakeholders. Multiple times each quarter, in partnership with the Human Resources Department, the IT Department provided training for all new hires. During Welcome Week in August, the IT team provided training for all incoming students. The IT Department delivered IT training during the University’s Risky Business Week event in November, and demoed the Degree Works system at the General Faculty meeting in May. Objective 3.1: provide customer service training to 100% of (department) staff annually. All IT Department staff watched the customer service video called “Give ‘Em the Pickle,” and reflected in writing on how to apply at least one concept from the video to their positions at Delaware State University. Objective 3.3: score 90% or better on all customer service surveys. Over 450 internal customers filled out surveys for incidents and requests completed by the IT Department. The average ratings for the fiscal year were 93% for competency, 93% for customer service, and 90% for timeliness. Objective 4.1: wireless all indoor and select outdoor areas The team completed project IT-13-05 in September, adding 582 wireless access points to provide 100% wireless coverage in selected indoor areas. The team completed project IT-14-16 in June, 2015, adding 14 wireless access points to provide 100% wireless coverage in selected outdoor areas. Objective 4.2: establish IT governance model by December In December, the IT Department brought together faculty and staff from across the University for two days to work with a strategic consultant to develop an appropriate IT governance model. That model was submitted to the Administrative Council for approval, and will be rolled out in the coming year. Managing and Completing Projects The IT Department managed and successfully completed the following projects. IT-13-01 Set up hardware to support the Ellucian Degree Works student success (degree audit) system IT-13-05 Add 582 wireless access points to achieve 100% coverage of selected indoor areas IT-14-01 Coordinate setup of all technology for the Early College High School at Delaware State IT-14-05 Replace the 275 oldest desktop computers on campus IT-14-22 Migrate all servers from the IBM Tivoli backup system to Microsoft Data Protection Manager IT-13-02 Technology components for the new Optics Center building IT-14-20 Replace 6 servers running Linux 5 with new severs running Linux 6 to support Banner Supporting Other Departments’ Projects The IT Department played a key role in completing the following projects managed by other departments. Image Now. Installation of a new imaging and workflow system from Perceptive Software Copley Square. Piloting a new student success system in partnership with University College Taskstream. New assessment system for the Education academic department Helping Coworkers with Technology The IT team and its support partners completed over 11,000 requests and resolved over 1,500 customer incidents, holding incidents as a percentage of all tickets to 12%, with a composite customer satisfaction rating of 92%. Many upgrades to systems were performed, including Banner, Windows Server, Linux, Cisco VOIP, System Center, and others. We helped dozens of customers use technology better, especially the Banner enterprise resource planning system. In addition to 24/7 phone and email support and traditional business hour walk-in support, the team provided onsite support at Welcome Days and other admissions events, football games, and the Lead 2015 conference. Highlights include: Making transfer articulation information available on Succesfully combatting a zero-day malware attack Making performance enhancements to the virtual server environment Identifying needs and allocating state funds to academic technology, safety and security, basic infrastructure, and enterprise reporting Keeping the University’s Data Secure The IT Department logged and completed over 125 requests to strengthen security of networks and servers. Throughout the year, DSU has maintained lower internal and external risk profiles (CVSS/IP) than dozens of other comparison schools. Participating in the University Community Members of the IT Department have participated in the University community through a variety of non-technology activities including: providing data for audits, serving on the Enrollment Management committee, serving on the Public Safety Advisory Council, serving on the Institutional Effectiveness Committee, volunteering with athletic teams, serving as student club advisors, serving as panelists during Risky Business Week, helping create and update University policies, presenting at Data Day, helping issue or respond to requests for proposals, participating in accreditation visits, helping with grant proposals, and celebrating Black History Month by highlighting black technology pioneers. Awards and Promotions Les Smith won the Delaware State University Finance Administration Division’s “Sense of Urgency” award for his work helping the University update the Banner enterprise resource planning system. Alex Volpe won an Ellucian “Clear” award for helping the Mishoe Science Center recover from a network outage caused by a power spike and saving the University $24,000. Gil Russell was promoted from Server Administrator to Technical Director, and became leader of the infrastructure team.  

Help Desk Computer Labs

  Help Desk Computer Lab Locations MAIN DOVER CAMPUS LIBRARY COMPUTER LAB, ROOM 128 / 129 (Computers: 30, with printing) Mon. - Thur. Fri. Sat. Sun. 8:00 a.m. - 11:45 p.m. 8:00 a.m. - 7:45 p.m. 9:00 a.m. - 4:45 p.m. 2:00 p.m. - 9:45 p.m. LIBRARY CLC COMPUTER LAB, ROOM 206 (Computers: 16, with printing) Mon. - Wed. Tues. - Thurs. 1:00 p.m. - 8:15 p.m. 1:00 p.m. - 8:45 p.m. Bank of America Building SCHOOL OF MANAGEMENT LAB, ROOM 319 (Computers: 45, with printing) Mon. - Fri. 9:00 a.m. - 9:00 p.m. MLK COMMUTER LOUNGE COMPUTER LAB (Computers: 7, with printing) Mon. - Fri. 9:00 a.m. - 9:00 p.m. UNIVERSITY COURT YARD APARTMENTS LEASING CENTER COMPUTER LAB (Computers: 10, with printing) Mon. - Fri. 9:00 a.m. - 9:00 p.m. EH COMPUTER LAB, ROOM 104 (Computers: 23, with printing) Mon. Tue. Wed.-Thur. 2:00 p.m. - 6:00p.m. 9:00 a.m. - 12:00 p.m./3:00 p.m. - 7:00 p.m. 3:00 p.m. - 7:00 p.m. ETV COMPUTER LAB, ROOM 128 (Computers: 30, with printing) Mon. & Wed. Tues. Thurs. & Fri. 9:00 a.m.- 5:00 p.m. 9:00 a.m.- 12:00 p.m. 9:00 a.m.- 4:00 p.m. BIOLOGY LAB - ROOM 104 - SCIENCE BUILDING (Computers: 20, with printing) Mon. & Wed.   Fri. 12:00 p.m.- 3:00 p.m. / 5:00 p.m. - 8:00 p.m. 12:00 p.m. - 5:00 p.m. ADMINISTRATION BUILDING KIOSK COMPUTERS* (First Floor Lobby) Mon., Wed, Fri. Tues. - Thurs. 9:00 a.m. - 1:00 p.m. 10:00 a.m. - 1:00 a.m. and 1:00 p.m.- 2:00 p.m. * To access grades, schedules, or account information only WILMINGTON CAMPUS COMPUTER LAB (Computers: 20, with printing)  


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Faculty / Staff Students Login to Microsoft Exchange Email Problems Logging In? Note: If you have forgotten your password or your account password has expired after 90 days, you will need to contact the DSU IT Helpdesk by calling (302) 857-7028. This is a 24 hour / 7 days a week helpline. You may also visit the DSU onsite helpdesk located in the Bank of America building in room 313. Office hours are 8:30 am to 4:30 pm Monday through Friday. Login to Office365 If you experience problems logging in to your account, please contact the help desk on (302) 857-7028 for assistance. Self-Service Password Reset Before using the Self-Service Password Reset procedure you must have already established challenge questions. If your account is locked and have not previously established your challenge question and unable to login to your account please contact the Central Help Desk at 857-7028. Visit the registration page to set up your challenge questions. After completing the registration process you can can reset or unlock your password by clicking here. If you find that you are still unable to access your account please contact the help desk at 857-7028. Password Requirements The password must be at least eight characters long. The password must contain characters from at least three of the following four categories: English uppercase characters (A - Z) English lowercase characters (a - z) Base 10 digits (0 - 9) Non-alphanumeric (For example: !, $, #, or %) Note: The password cannot contain three or more consecutive characters from the user's account name    

Campus Cable TV

  Telecommunications   The University's cable television service provider is Comcast Cable. Presently, all student dorms have full access to cable television. If there are any problems or concerns regarding student cable access or reception, please report them directly to the Residence Life office who will then forward the request. Cable Channel Lineup The following channels are available as of January 2001: # Description 2 WBOC-CBS Salisbury 3 KYW Philadelphia 4 LO Tapes 5 LO College CG 6 LO Tapes 7 WMDT Salisbury 8 TBS 9 WXTF Philadelphia 10 A&E 11 Discovery 12 WHYY Philadelphia 13 CNN 14 DSU 15 DSU Radio 16 HBO 18 CNBC 21 TNT 22 USA 23 ESPN 25 FAMILY 26 MTV 27 VH1 28 Weather Channel 29 Nickelodeon 30 BET 31 Lifetime 32 C-SPAN2 33 C-SPAN 34 WPIX 35 WCAU Philadelphia 38 WBOC Salisbury 39 WPHL 43 WGBS Philadelphia 44 PAX  


  Division for Technology and Information Systems The Office of Telecommunications at Delaware State University started in September 1999. The University is committed to raising the level of technology to its highest standard, in keeping with its own agenda. Delaware State University's state-of-the-art telecommunications system offers a wide variety of services to meet the requirements of faculty, staff, and students. The University's new Lucent Octel Voicemail System has served as a great communication link between our student, faculty and staff. Brochures are available from the Office of Telecommunications that provide instruction on telephone set and feature use. For brochures, information, or assistance related to the telecommunications system, please call the Office of Telecommunications at X7009, or e-mail Miss Charmaine Babb, Telecommunications Manager. It is our vision that the future of communications at Delaware State University empower the institution's forward thrust. The Office of Telecommunications is located in Grossley Hall, Room 131. All suggestions are welcome. Please refer them to Miss Charmaine Babb, Telecommunications Manager or call (302) 857-7009. Delaware State University provides electronic and digital communication for employees and students. Voice mail and e-mail are increasingly used to keep faculty, staff, and students aware of campus social, cultural, and educational events, as well as inclement weather closings, etc. This not only serves as a cost savings to the University, but also gets information to interested parties within minutes, instead of days. We encourage all members of the campus community to take advantage of these communication options that will help you to be more knowledgeable about Delaware State University. Exchanges There is only one exchange used on campus, 857. When calling the University Courtyard Apartments off campus, please dial 744-XXXX. Otherwise, the University Courtyard Apartments can be reached on campus by just dialing the 4-digit extension desired. Dialing Instructions On campus calls 4-digit extension Local Verizon information 9 + 411 Long distance information 9 + 1 + (area code) + 555-1212 International dialing 9 + 011 + country code + city code + local number If operator assistance is needed 9 + 0 Requests for new equipment All requests for new equipment, service, relocation of existing equipment, or modification of existing equipment, must first have the approval of the Budget Unit Manager. Upon receipt of approval, requests should be forwarded to the Office of Purchasing. No verbal requests will be honored. The Office of Telecommunications must be informed of all work. Generally allow three to five days from the date that the Office of Telecommunications receives the work request for the work to be completed. Please submit your request as far in advance of the date you need service as possible. If extra wiring or installation of conduit is required within the building, the final determination will be made by the Telecommunications Manager and the contractor assigned to do the work. Please note that a Purchase Order number is needed for all work requests. Directory Changes To ensure the availability of accurate directory information at all times, it is vital that all changes be reported in writing promptly to the Office of Telecommunications. Also, to correct directory information on the website, e-mail any name, title, location, or phone number changes to the webmaster at New staff members should include their D100 number. Telephone Billings Departments and offices are currently billed by the University accounting department according to the main billing numbers of the system in each budget. The following general actions are taken by the University with respect to processing the bills: Updating the master telephone equipment, record and distribution of equipment, general service and system costs to the various budget units. Budget units are invoiced their applicable charges by computerized R-S-1 which is supported by a copy of the telephone company bill and a computer produced summary of charges.  

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Information Technology


Division of Information and Technology

Delaware State University
1200 North DuPont Highway
Bank of America Building, Suite 313
Dover, Delaware 19901
Hours: 8:30a.m. To 4:30p.m.

Help Desk: 302.857.7028

Mission Delaware State University’s Information and Technology Services Division is a provider of state-of-the-art technology systems and support services, which empower the academic, business, and residential communities of the Institution. Working hand-in-hand with our constituency, we will deliver technology solutions which strengthen and support the Institution’s mission of serving as the premier provider of higher education, research, and community service within the State of Delaware and surrounding vicinities. New Staff and Faculty Members Do you need a new computer account to log into Banner? If so, please complete, print, and sign the following forms and bring them to the IT Help Desk located in the Bank of America Building, Suite 313. Banner Access Request Form Acceptable Use Policy for all University Faculty and Staff Computer Network Users Help Desk If you need assistance, please contact the Help Desk at 302.857.7028.