Lincoln University OIT Monthly Activity Summary. June Action Items

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1 Lincoln University OIT Monthly Activity Summary Prepared by: Joel Sovanski, OIT Technical Director June 211 Action Items Name Date Description Value Statement Telecom Services 6/2 Purchasing and OIT worked together to issue an RFB. As a result of the RFB, LU entered into a new agreement with CenturyLink to reduce PRI circuit costs. OIT eliminated 2 PRI that were not being used according to traffic reports. Training 6/6-1 Shawn Frank attended advanced virtual training for VMware VSphere. Training 6/6 Shawn Frank and Bonnie Laughlin attended MOREnet training on Network troubleshooting. Fire Alarm 6/13 A Schweich Hall Data Center fire alarm was triggered between Friday and Monday. Upon investigation the alarm was a faulty sensor. OIT reset the alarm and has contacted LU PD, Mark Friedman, and the support vendor. The sensor was replaced. Archive Retrieval 6/17 A request to retrieve was completed. Server Hardware Failure Datatel Tape Backups issue 6/21 A hard drive failed in the Windows servers backup control server. A spare drive was used as a replacement. The Server is not under warranty. 6/15 The tape backup hardware for the Datatel servers failed. Replacement hardware was installed on 6/17. Datatel tape backups were disrupted for 3 days issues 6/2/11 Calls from off campus to received an error message saying that the number was not connected. The programming error occurred when CenturyLink implemented the LU requested changes of removing 2 of the 4 PRI circuits. CenturyLink corrected the issue on 6/6. Internet Outage 6/9 MOREnet experienced an Internet outage that affected LU for 2 hours between 2:PM and 4:PM. Fire School 6/6-1/11 OIT supported the MU Fire School that was coordinated through Kathy Pabst. Founders 218 1/5/1 Installed a new network switch to support new network connections installed in Founders Hall 218. OIT is estimating a FY 212 telecommunication cost savings in excess of $5,. As part of SGHE s continuous invest in employees three were sent to various system training. The SGHE training investment in staff was $1,125. This particular training will directly improve our management of the Virtual Infrastructure. The training increases the number of staff who can perform advanced network troubleshooting. The fire suppression system for the Schweich Hall Data Center is designed to use a gas to put out any fires within the data center. Using a gas prevents water damage to the hardware in the room. The system is triggered from two alarms. In this case only one alarm was faulty and the system never triggered. OIT manages the archival system. OIT proactively monitors the servers and configures them with several layers of redundancy. The redundancy prevented any data loss or disruption in services. Unix Remote support monitors the hardware 24x7 and detected the failure and worked with on site staff and the vendor to have it replaced. The replacement hardware is covered under the maintenance agreement. OIT identified the issue and worked with CenturyLink the issue to facilitate their correction of the issue. The Central Help Desk contacted local staff immediately upon the first call of the outage. Local staff were on site within 2 minutes and had already opened a support ticket with MOREnet. OIT has configured voice, data, and wireless access for the event. Increased the number of network connections for devices in Founders Hall.

2 Nursing SIMMan 4/1/11 Further improvements were made to the wireless network supporting the Nursing SIMMan systems. Dig Right request 4/4/11 Verizon installed additional fiber optic cabling from the foot of the hill to their tower behind Dickenson research building. Certificate Renewal 5/1 3 year Secure Certificates were renewed for the Exchange server and the Self Service Password Management system. Maintenance 5/1 Blackberry licensing software maintenance was renewed. Patching 5/2 Microsoft Exchange 27 was upgraded to Service Pack 3. Patching 5/2-6/23 Alcatel-Lucent Network switches and routers were patched to the latest release. Patching 6/23 Alcatel-Lucent Network Management Server (NMS) was upgraded. Patching June Fortinet Fortigate Firewall was upgraded to the latest release. General Manager Visit 6/2 SGHE Central Region General Manager Dan Mincheff visited LU. Server Hardware failure 6/28 A hard drive failed in the Equallogic SAN system, A spare drive was used as a replacement. The System is under warranty and a replacement part covered by warranty was installed. Maintenance 1/3 Dell Equallogic SAN hardware and software maintenance renewal. This system will facilitate sharing of the recorded live scenarios and transmit the recordings between the lab and classroom computers located elsewhere for analysis and learning. OIT works with Design and Construction to make sure any excavation work performed on campus will not disturb or disrupt existing services installed in the ground. The secure certificate guarantees Internet connections between campus servers and off campus computers are securely encrypted and identified as coming from LU. Renewal continues license usage, vendor support, and software updates. The Blackberry software provides support for to faculty and staff Blackberry phones. The upgrade improves security, reliability, performance, and keeps the software within vendor support. There was one hour of disruption on 6/2. The upgrade increases security, reliability, and keeps the system on a vendor supported version. The impact to users was minimized by apply the patches during the late evenings, summer break, and weekends. This server reduces staff time by automating and monitoring the network hardware across campus. The upgrade specifically improved several management modules and added support for the latest hardware and software versions we have deployed. The upgrade increases security, reliability, and keeps the system on a vendor supported version. The impact to users was minimized by apply the patches during the late evenings, summer break, and weekends. Dan Mincheff brings many years of higher education IT leadership experience. He will be working with the CIO and local staff to address LU s needs. OIT proactively monitors the servers and configures them with several layers of redundancy. The redundancy prevented any data loss or disruption in services. Renewal continues hardware replacement, vendor support, and software updates. The Equallogic SAN provides data storage for 7% of the MS Windows servers.

3 Help Desk Tickets Resolved Tickets Customer Satisfaction Survey Top 5 Requests by Category Top 5 Incidents by Category Password Reset Other Account Maintenance How-to /Training Misdirected Calls Virus / Malware Mailbox PC Software PC Hardware Printers / Peripherals

4 Help Desk Customer Satisfaction Comments Ticket Number REQ Comment After speaking with Mark Heckman, he was able to resolve my issue and retrieve my deleted file. INC35427 as always you were there for me when i needed you. thank you! d REQ Awesome service [Note: The scores were all 1. 5 is the highest.] INC35545 REQ REQ Basically, it was clear within a minute that the individual did not know what Forticlient was. I expected at that point to be referred to local staff, but 1 minutes later was still on the phone. Also, he clearly played with my passwords as after the call my primary password no longer worked. I was able to reset it myself, but should not have had to. I'm still not sure what he actually did. Chris was great! Not only did he explain the nature of the problem and how it was solved; he also went out of his way to help me get the equipment running before an important meeting. Friendly and precise explaination on how to solve the problem. Thanks for the help. REQ54971 REQ64656 REQ59184 REQ Great Job Great job! I am very glad to have a person available from IT to help me get started. It was a hugh advantage that cut down on the time that it would have taken me to get my laptop working with the WIFI on LU campus. I still can not enter moodle so my problem was never solved [Note: issue occurred on 5/31. No one answered on a transfer to 5777.] REQ REQ REQ64713 REQ [Note: 6/7 issue it took more time to get my name, etc. than solve the problem. Is this really necessary? It was a very good customer service experience. Not only was the fix promptly made but the reply informed me of the issue (in a general way) and reported that the site was again functional. I appreciate this feedback. Phone support was not answering the phone at the time I had a problem. It took several days to address the ticket. In the mean time, I was required to go to OIT in person to assure

accessing moodle] this was promptly handled.

The response was that I should clean my temp files and cookies, which had

again between the second attempt and the third attempt, etc.

The additional comment in the response was that this should be handled by

REQ62456 thank you for everything : ) REQ5794 [Note: 5/31 issue accessing

] REQ62839 REQ584836 The email I recieved was very hard to understand so you

problem if there were more issues than to contact you.

!! The immediate response by Mark Heckman and Thomas Goodman was perfect, and

5 accessing moodle] this was promptly handled. I have online classes and had to have access to Moodle! The response was that I should clean my temp files and cookies, which had been done before my login and again between then and the second attempt, and again between the second attempt and the third attempt, etc. The issue lasted several days. The additional comment in the response was that this should be handled by phone, which they were not answering at the time! REQ62456 thank you for everything : ) REQ5794 [Note: 5/31 issue accessing moodle] REQ [Note: : The scores were all 1 s. 5 is the hightest.] REQ62839 REQ The I recieved was very hard to understand so you might try to put that in normal terms, perhaps say that you had fixed the problem if there were more issues than to contact you. But, thanks for the help!!! The immediate response by Mark Heckman and Thomas Goodman was perfect, and I did not have much interruption of service. The service was great as always. I only wish that the number of s to close a person out could be minimized. Very fast -good job!! June Delivered Blocked Quarantined June Cleaned Viruses Delivered 2% Viruses Removed 21% 2% 59% 98%

6 Mbps 5 Internet Bandwidth June 211 Total Incoming bps Total Outgoing bps /1 6/3 6/5 6/7 6/9 6/11 6/13 6/15 6/17 6/19 6/21 6/24 6/26 6/28 6/3

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Maintenance and Support April 26 th, 2018 Request for Proposal Technology Services, Maintenance and Support Celerity Schools Louisiana Inc. is seeking an IT consulting firm to manage Maintenance of our