Information Technology Services activities, winter 2021

The installation and implementation of a new learning management system, LMS Brightspace, was completed on time for the fall 2021 semester. Feedback from students and faculty indicate that Brightspace is more technically appropriate for our current and emergent learning environments.

Technology Support Services, specifically the Help Desk staff, was extremely busy with resolving two-factor authentication (2FA) queries, password issues, phishing scams and assistance requests for computer hardware. The Technical Support team focused its efforts on setting up almost 450 new computers for faculty and staff (bulk computer purchase), updating the Student Laptop Loaner Program and re-inventing the Bmobi App. (Innovations Team).

In October, the ITS Communications and the Information Security teams co-launched a month-long cyber awareness marketing campaign; the focal point of the campaign was the annual cyber awareness training module hosted by KnowBe4. The training proved effective in raising user awareness, anecdotally, based on the number of queries ITS received when it launched the 2021 Technology Survey.

Network Administration and Operations completed the multi-million dollar Data Center renovation and upgrade; creating a state-of-the-art facility. The second phase of Genetec access control (door access) conversion project was completed on time.

Upgrades to technical systems and infrastructure

A short list of fall projects and tasks completed by the Enterprise and System Applications team include:

• Updated the quickpay application to use the BU domain for authentication.
• Stopped provisioning accounts in the PODS domain on Sept. 14, 2021, in support of the migration to the BU domain
• Added a new CAS server to reduce ‘potential’ system overload, redistributed server workloads across all CAS hosts to provide faster response times with increased performance of CAS lookups and authentications
• Worked with the ITS Security office to block known phishing accounts from sending mail to the Binghamton domain
• Began loading FAFSA’s (Free Application for Federal Student Aid) for the 2022-23 year aid processing. More than 16,340 applications were loaded on the first day
• Completed a required project for SUNY that uploads our vaccination status to SUNY on a nightly basis for reporting
• Set up Shibboleth integration for the new Library services ‘reserves on demand’ application
• Added an MBA concentration to the Graduate Slate for Banner data loads
• Completed the annual campus fiscal year end/start new fiscal year transition
• Upgraded Kronos, vCenter, SAS, Infosilem, Applications Manager and Tomcat with critical updates and releases
• Weekly Digest patches applied to BANQA, updates to BANDEV, packages were installed to BANPROD
• Updated the Help Desk web tool to allow for more reporting with the change to 2FA and better insight to secondary accounts
• Upgraded the Privacy Idea servers in AWS
• Updated flow for the Fleishman Center to send career leadership emails on behalf of Binghamton University

Network Administration and Operations and Infrastructure (O&I)

Accomplishments and completions by the Operations and Infrastructure team:

• Resolved 85 SErviceNow tickets and over 10 firewall requests
• Set DHCP reservations for all Kronos time clocks on campus
• Completed preliminary redesigns for Mohawk and Mountainview residence halls to wall plate style APs that improves wireless performance in the building
• Replaced data switches in West Gym 154
• Installed additional Wi-Fi in the sixth and second floors of Oneida Hall
• Hinman Dining Hall, Innovations Lab, 48 Corliss fifth and sixth floors, Science Library Ground floor APs were setup and network installations were completed
• Wireless Residential Life Site set up for move in day check in site at EC
• parking lot
• Vaccine site setup
• Initial setup for temporary Wi-Fi equipment for Oneida hall
• Estimates for R&D building and the new baseball stadium were completed
• Added APs and switches in Gannett building for Library book storage
• Added switch for Science Library project

Security Infrastructure and Support (O&I)

The conclusion of Phase 2 of the Genetec Access Control Conversion Project moved the University’s entire access control system (over 4,000 doors, alarms, panic buttons, etc.) to a new security product named Genetec (replacing our 23-year-old Lenel product). Genetec integrates, unifies and operates life safety technologies that include video monitoring, (door) access control, physical key control and mass notification. Genetec also has an unification feature that brings video surveillance together with access control; providing situational awareness to those tasked with our physical safety on campus. In addition, ITS revamped how ID card data is brought into the door access system, which shortened processing time from two hours to 30 minutes or less.

Telecommunications (O&I)

The Telecommunications team opened over 400 service tickets, closing 98% of them the same day. The Telecommunications team completed the following projects:

• Updated 200+ directory listings
• Science Library, Library Innovation Lab, Hinman Dining Hall data installs completed
• Data Center card access cabling installed
• Installed Wi-Fi in Gannett Building for environmental monitors for the Library
• DAS cabling in EB completed
• S2 data cable rough-in complete and patch panel termination work finished
• Fiber installed into campus from Southern Tier Networks for 96 Corliss
• Started researching a third location for Mitel equipment for redundancy
• Help Desk and Student Accounts moved to new MiCC call queues
• Mitel Contact Center was upgraded and we are now migrating people to the new server

Technology Support Services

Technology Support Services, specifically the Help Desk, provided support for 2FA, Google 2-Step, password issues, phishing scams and computer hardware help. Highly impressive projects included setting up an additional 372 computers (in addition to the 450 computers from the bulk purchase), updating the Laptop Loaner Program in collaboration with the Libraries and CARE Team, and, with the ITS Innovation Team, completely rebuilding the Bmobi App.

The Technology Support Services team closed a record number of trouble tickets, over 4,900, this fall (Sept.-Dec.). The Help Desk team closed over 3,183 tickets while maintaining average “wait” times of under three minutes. The Technical Support team closed over 1,600 tickets during the same time period. There were over 270 incidents assigned to the Learning Management System Administrator. The majority of Help Desk calls consisted of help requests with 2FA and Central Authentication Service (CAS), password assistance, help with the new LMS Brightspace, help with University-owned computers, Wi-Fi access, phishing scam reports, student printing assistance and help with computer lab software. Other areas of assistance included help with personal network access, department network issues, door access issues and Bingview.

There were an average of 25,500 computer lab logons this quarter. This fall included over 420 reserved class hours in the ITS public computer labs. Within the last three months, over 1,000,000 pages were printed in public labs, compared to the same time last year when on-campus presence was reduced and just over 300,000 pages were printed.

Some of the critical projects or tasks completed this quarter include:

• Implemented the new Student Loaner Laptop program in collaboration with CARE team, Library and ITS Help Desk
• Faculty/staff 2021 computer replacement purchases and customizations completed
• BingView migrated to the BU Domain
• SOM BingView Pool was created with additional capacity added to BingView
• Supported the CAS, 2FA mandate, leading to record requests for assistance
• Supported the transition to the Brightspace LMS for the fall semester

Technology Support Services related training opportunities

Tech Support took advantage of training opportunities that became available:

• “Managerial Accountability in an Evolving Workplace” was attended by Mike Allington, director of Technology Support Services
• “ITIL v4 Foundations” was attended by Genevieve Vallerga, Help Desk analyst and team lead
• “Making the Deadline – Time Management for Higher Ed Leaders” was attended by Mike Allington, director of Technology Support Services
• “Inclusive Recruitment: Addressing Unconscious Bias in Searches” was attended by Mike Allington, director of Technology Support Services, and Denise Dedman, assistant director of client support.

Innovations and Emerging Technology Studio

The Innovations and Emerging Technology Studio teams completed a multitude of tasks and projects; several of the more critical accomplishments completed were:

• Developed and deployed an entirely new bMobi Application to the iOS and Android App stores
• Asset management was set up in ServiceNow to manage the computer inventory
• Environmental Health and Safety: PI dashboard upgrades
• Completed converting Business Office paper forms to electronic workflows: NYS Standard Voucher and Employee Report of Travel Expenses
• Established the process for capturing COVID contact information in Banner/Advise for student contact and messaging.

Various additions/upgrades to ServiceNow:

• Implemented RDP request workflow in ServiceNow
• ITS ServiceNow: Fixed broken report widget on ITIL homepage
• Added computer info section to Incident Form
• RESOLUTION not visible in ticket history
• Added Close Code
• Added Adobe Creative Cloud License Request Form short descriptions
• Completed COVID staff signup process
• Cankat Turkmen joined the Innovation Team

Research Support

Three major projects Research kept busy with this quarter were:

• Worked with Dell to define Research Compute Infrastructure
• Created job description and search for new Research Computing/Innovation Team Developer position.
• Worked with Sean Massey to complete Data Use Agreement to bring NYSED data to campus.

Information Security Accomplishments

Major successes were completed with the assistance of the ITS Communications team. These successes included postering, Dateline/B-Line messaging, writing a Cyber KnowBe4-related blog and even doing a 3-4 hour tabling session outside of the Technology Hub. This proved to be an awesome campus outreach success on cyber awareness as many individuals began following ITS on social media. A fair number of students provided constructive feedback on their own cyber knowledge, which was quite valuable.

There was ITS-related swag given out for anyone who got 100% on a five-question multiple-choice cyber quiz. Also, feedback on campus-wide opinions for cyber security-related central point messaging was provided with the most popular form of contact being the portal for important messaging and important links, followed by B-Line and Dateline. More of these types of events are planned for the near future.

Acknowledgements

Congratulations to the following staff who have been awarded fall 2021 Professional Development Grants:

• Gary Dewey, Information Technology Services
• Zachary Jones, Telecommunications
• Genevieve Vallerga, Information Technology Services