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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)  


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  

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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. 

Privacy Statement

Delaware State University has created this privacy statement in order demonstrate our firm commitment to privacy. The following discloses the information gathering and dissemination practices for this web site. Information Automatically Logged This site uses your IP address to help diagnose problems with our server and to administer our site. This site records the browser type to monitor market penetration of various web browsers so we can better determine the Internet technologies we may utilize in the design of our pages. This site uses page referrer data - that is, information about the page that linked you to this page - to determine to what extent our page is referenced by other resources on the Web. This data may be used to preserve the integrity of our computing resources. Personal Information We do not share any personal information with any third parties. Any personal information entered in any forms is considered to be freely given for the sole use of the party for which it is intended. Links to External Sites This site contains links to other sites. Delaware State University is not responsible for the privacy practices or the content of such web sites. Security This site has security measures in place to protect the loss, misuse, and alteration of the information under our control. Log file access is restricted to system administrators while stored on the server. Log files are rotated regularly and archived in a secure location. User and password information is encrypted before it is transmitted across the network. Users should also consult Delaware State University's Policy on Acceptable Use Delaware State University complies with all statutory and legal requirements with respect to access to information.


Materials accessible through this Web site are for informational purposes only and are not represented to be error free. Nothing contained or accessible herein constitutes an offer, inducement, promise, contract or endorsement of any kind from Delaware State University. This site links to many resources that are not maintained or controlled by this site. This site cannot ensure the quality or correctness of the content beyond these links. Responsibility for the content of personal home pages resides solely with the author(s). The views and opinions expressed on student and faculty personal pages are strictly the views and opinions of the authors and do not constitute the official sanction of Delaware State University. The University will not impose any restraints on, nor make any effort to monitor the content of, communications other than those imposed by applicable Federal, State or local laws, including laws regarding the right to privacy and laws which prohibit defamatory material. Delaware State University can accept no responsibility for the content of personal web pages.

Acceptable Use Policy

A Message to all System Users This document formalizes the University policy employees, students as well as contractors and other “users” of the Universities communications and computer systems. Each department may also choose to develop and enforce its own acceptable use policies to further restrict the use within its areas. This may be done only with the understanding that, should a conflict exist, the Universities Acceptable Use Policy (AUP) takes precedence over all local policies developed within the department for the explicit purpose of exercising responsible controls at the local level. Our goal is to put controls in place that will help protect the University from Hackers, viruses, data loss etc. The threat is real, as each month, DSU intercepts tens of thousands of viruses and suspicious messages containing executable files trying to bypass our security systems. These controls also help minimize the potential risks of misuse. This misuse includes unnecessary Internet usage causing network and server congestion. This Acceptable Use Policy is your (the user’s) guide for helping us achieve this goal by conducting Delaware State University business with integrity, respect, and prudent judgment. Each of us is responsible for upholding the University’s commitment to the highest standards of conduct. Users are accountable for familiarizing themselves with this policy and using it as a guidepost for your daily decisions and actions when using these services. Each department is responsible for the activity of its users and for ensuring that its users follow this Acceptable Use Policy. Violations, which are not promptly remedied by the organization, may result in termination of these services. Introduction This Acceptable Use Policy is your resource to help you make sound decisions in using communications and computer systems to do your job. All of us have a responsibility to: Read: the policy and give careful attention to those subjects that most pertain to your job duties. Understand: the purpose of this policy and your overall responsibilities for standards of business conduct. Consult: your supervisor or organization’s Information Resource Manager (IRM), Information Security Officer (ISO), or Human Resources for additional clarification of this policy. Note the Following: Applicability Delaware State University’s expectations for responsible use are applicable to all parties who use the Universities communications and computer systems on behalf of the University, including, but not limited to, its employees, consultants, in-house contractors, and other “users”, either full or part time. Limitations This acceptable use policy does not address every expectation or condition regarding acceptable use. It does not substitute for other more specific University policies and procedures. Acknowledgement Statement As part of this policy, each network user is required to read and understand the AUP and sign the acknowledgement statement in Appendix 2. We encourage Departments to have their users review the AUP annually. The signed acknowledgement statement must be maintained by the University. Network users who do not sign the Acceptable Use Policy Acknowledgement Statement will be denied access to the Universities Communications and Computer Systems. Acceptable Use of Communications and Computer Systems Delaware State University communications and computer systems are vital to our business and critical to overall communications. Our success is directly related to safeguarding and properly using these systems. WHAT ARE DSU COMMUNICATIONS AND COMPUTER SYSTEMS? Delaware State University communications and computer systems are any equipment, hardware, software or networks (including wireless networks) owned, provided or used by or on behalf of Delaware State University that store or transmit voice or non-voice data. This includes telephones, cellular/wireless telephones, voice mail, computers, e-mail, facsimiles, pagers, and University Intranet or Internet access (including when accessed through personally owned computers). Note: Personally owned computers are not authorized on campus to do University Business. Also, when used at home for University Business, you must ensure that any University materials are appropriately safeguarded according to applicable standards in this section, including, but not limited to, virus protection of, protected access to and backup of these materials Access, Maintenance and Protection Users must safeguard the confidentiality and integrity of University systems, including strong logon passwords access codes, network access information, log-on IDs) from improper access, alteration, destruction and disclosure. Users shall only access or use these systems when authorized. Users must abide by University standards contained in this section and other University policies regarding protecting data and information stored on these systems. Unlawful and Inappropriate Use Users are obligated to never use University systems (such as the Intranet or Internet) to engage in activities that are unlawful, violate University policies or in ways that would: Be disruptive, cause offense to others, or harm morale. Be considered harassing or discriminatory or create a hostile work environment. Result in Delaware State University’s liability, embarrassment or loss of reputation. External groups or organizations are not permitted to make announcements, solicitations or otherwise access the Universities Communications and Computer Systems, except as permitted by Delaware State University. Protection and Integrity of Data Users must maintain the integrity of University Information and data stored on University systems by: Only introducing data into our systems that serves a legitimate business purpose. Only acquiring, using, altering, disposing of, or destroying data or information with proper authorization. Protecting data and information stored on or communicated across our systems and not accessing this data or information (for example, University data, employee records) unless authorized. Protecting data and information communicated over internal or public networks (for example, the Internet) to avoid compromising or disclosing nonpublic University Information or communications. Organizations and employees should seek counsel from their supervisor, HR, or Legal for an opinion when in doubt. The protection of data and information applies to all electronic venues that the University might be using such as email, web applications, social media, etc. Protect data and information by not auto-forwarding University email to non-authorized individuals.   Unauthorized Network Devices Faculty, staff, students or other non-University users (contractors/vendors) are not permitted to connect any device to the Delaware State University network unless authorized by the Delaware State University I/T Department. These devices include but are not limited to computers, servers, hubs, switches and or wireless access points. If anyone tries to use these devices on campus and any University personnel identify them, these devices will be removed by the Delaware State University I/T Department. In order to prevent further possible unauthorized activity, Delaware State University may temporarily disconnect any device from the network. If this is deemed necessary by the Delaware State University I/T Department, every effort will be made to inform the person prior to disconnection, and every effort will be made to reestablish the connection as soon as it is mutually agreed upon. Delaware State University accepts no responsibility for traffic that violates the acceptable use policy of any directly or indirectly connected networks beyond informing the client that they are in violation if the connected network so informs Delaware State University Personal Use While University systems are intended for primarily business/instructional purposes, limited (incidental and occasional) personal use may be permissible when authorized by your management and it does not: Interfere with your work responsibilities or business/instructional operations. Involve interests in personal outside business and/or other non-authorized organizations and activities (which may include, but is not limited to selling personal property/items or soliciting for or promoting commercial ventures, charitable, religious or political activities or causes). Violate any of the standards contained in this code or other Delaware State University policies. Lead to inappropriate costs to the State. (Excessive personal surfing, Excessive long distance or International phone calls, utilizing streaming services for personal use such as listening to music or watching video, and downloading of Illegal music and video files are specifically forbidden.) Virus Protection Users must ensure all electronic media is checked , such as software, diskettes, CD-ROMs and files for viruses when acquired through public networks (for example, the Internet) or from outside parties using virus detection programs prior to installation or use. If users suspect a virus, they must not use the applicable computer systems and equipment until the virus is removed and they will report the matter immediately to the Help Desk. DSU has purchased anti-virus software for all University pc’s. Properly Licensed Software Users will only use approved and properly licensed software and will use it according to the applicable software owner’s license agreements. Treatment of Third-Party Data or Software Users must ensure that any nonpublic University Information or software of a third party that is stored, copied, or otherwise used on University systems is treated according to Delaware State University’s standards regarding nonpublic University Information and applicable agreements and intellectual property restrictions. Delaware State University Monitoring University communications and computer systems, including, but not limited to, computer networks, data files, e-mail, voice , and voice mail, may be monitored and/or accessed by the University to ensure the integrity of the technology, protect against fraud and abuse, detect unauthorized access or use, and for other business purposes. Although the I/T Department does not randomly monitor message or network transactions, The University may without notification or approval, monitor, access and review any and all communications originating from Delaware State University or delivered to Delaware State University - Employees should have no expectation of privacy in regard to use of these services. This is in accordance with 19 Del. C. chapter 7,# 705. See Appendix 1 Use of E-Mail and the Internet Inappropriate use of e-mail includes, but is not limited to, sending or forwarding: Messages, including jokes or any language, that may be considered discriminatory, harassing, unlawful, defamatory, obscene, offensive, insensitive or otherwise inappropriate (this includes but is not limited to, messages about age, race, gender, disability, sexual orientation, national origin or similar matters). Pornographic or sexually explicit web sites or materials. Chain Letters. Information related to religious materials, activities or causes, including inspirational messages, Charitable solicitations unless sanctioned by Delaware State University. Gambling. Auction-related information or materials unless sanctioned by Delaware State University. Games or other software or copyrighted materials without a legitimate business or instructional purpose (and then only according to the rights and licenses granted by the owner of the games, software or copyrighted material). Messages that disparage other institutions, companies, or products. Large personal files containing large graphics materials, video or audio files (such as photographs, movies, and music) Materials related to personal commercial ventures or solicitations for personal gain (for example, messages that could be considered pyramid schemes). Information related to political materials, activities or causes unless sanctioned or permitted by Delaware State University. Unauthorized or inappropriate mass distribution of communications. Intentional importation of viruses. Any other materials that would be improper under this policy or other Delaware State University.   Note: In order to perform their job duties (for example), network monitoring), specific Delaware State University employees may receive management approval exempting them from some of the above restrictions. REMEDIAL ACTION Network users who do not sign the Acceptable Use Policy Acknowledgement Statement in Appendix 2 will be denied access to the Universities Communications and Computer Systems. When Delaware State University learns of a possible inappropriate use, Delaware State University will take immediate remedial action. In instances where users do not respond in a timely or reasonably appropriate manner, are "repeat offenders”, or if criminal activity is suspected, Delaware State University will work directly with the proper authorities, and follow their guidance in determining appropriate action. Any inappropriate use of Delaware State University communications and computer systems may be grounds for discipline up to and including dismissal. Exempt employees shall be subject to appropriate discipline without recourse, except as provided by law. Any determination of non-acceptable usage serious enough to require disconnection will be promptly communicated to HR/Legal, by the Delaware State University I/T Team. Unauthorized activity or non-acceptable usage determined DSU may be subject to remedial action being taken in accordance with the acceptable use. Delaware State University provides access to state, national and international resources to its clients through connections with networks outside of Delaware. In general, it is the responsibility of those networks to enforce their own acceptable use policies. Delaware State University will make every attempt to inform its clients of any restrictions on use of networks to which it is directly connected; as such information is made available by the network provider. Delaware State University accepts no responsibility for traffic that violates the acceptable use policy of any directly or indirectly connected networks beyond informing the client that they are in violation if the connected network so informs Delaware State University.   APPENDIX 1 § 705. Notice of monitoring of telephone transmissions, electronic mail and Internet usage. (a) As used in this section, "employer" includes any individual, corporation, partnership, firm or association with a place of business in Delaware and the State of Delaware or any agency or political subdivision thereof. (b) No employer, nor any agent or any representative of any employer, shall monitor or otherwise intercept any telephone conversation or transmission, electronic mail or transmission, or Internet access or usage of or by a Delaware employee unless the employer either: (1) Provides an electronic notice of such monitoring or intercepting policies or activities to the employee at least once during each day the employee accesses the employer-provided e-mail or Internet access services; or (2) Has first given a 1-time notice to the employee of such monitoring or intercepting activity or policies. The notice required by this paragraph shall be in writing, in an electronic record, or in another electronic form and acknowledged by the employee either in writing or electronically. The notice required by this subsection shall not apply to activities of any law enforcement officer acting under the order of a court issued pursuant to Chapter 24 of Title 11. (c) Whoever violates this section shall be subject to a civil penalty of $100 for each such violation. A civil penalty claim may be filed in any court of competent jurisdiction. (d) The provisions of this section shall not be deemed to be an exclusive remedy and shall not otherwise limit or bar any person from pursuing any other remedies available under any other law, state or federal statute, or the common law. The violations of this section by an employer shall not be admitted into evidence for the purpose of, or used as, a defense to criminal liability of any person in any Court in this State. (e) The provisions of this section shall not apply to processes that are designed to manage the type or volume of incoming or outgoing electronic mail or telephone voice mail or Internet usage, that are not targeted to monitor or intercept the electronic mail or telephone voice mail or Internet usage of a particular individual, and that are performed solely for the purpose of computer system maintenance and/or protection.