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Planning for a Large-Scale Implementation

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Planning for a Large-Scale Implementation. Lee W. Bannister, Coordinator Residential Networking (ResNet) Computing and Information Services University of Pittsburgh. University Overview. 5 campus system with Pittsburgh as the main campus

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Planning for a Large-Scale Implementation

Lee W. Bannister, Coordinator

Residential Networking (ResNet)

Computing and Information Services

University of Pittsburgh

university overview
University Overview
  • 5 campus system with Pittsburgh as the main campus
  • 25,218 students; 5600 on-campus undergraduate residents
  • Tuition (per Academic Year)
    • PA Residents: $5,658
    • Out-of-state Residents: $12,422
  • Room and board: ~$2,800 per term
cis overview
CIS Overview
  • Computing and Information Services (CIS)
    • employees ~200 full-time staff and 120 part-time staff (students)
    • 4 main divisions: Support Services, Systems and Networks, Information Systems, Telecommunications
    • Consolidated CIS Help Desk (4-HELP)
    • Customer Service Focus
history of resnet@pitt edu
History of [email protected]
  • In 1996, Office of the Provost announced 4-year $2 million program to equip all Pittsburgh campus residence halls with Ethernet network connections
  • Computing and Information Services (CIS) created ResNet, a comprehensive administrative and end-user support program to support residential computing
phase i wiring
Phase I Wiring
  • 2662 Ethernet Connections Installed in Summer, 1997
    • 4 Residence Halls
    • Switched 10Base-T Ethernet Connections
    • Cisco Hardware
    • Wiring and Activation Outsourced
phase i support
Phase I Support
  • 1 Full Time Staff Member
  • 11 Residential Consultants (ResCons)
    • Room and Board Stipend
    • 10-15 Hours per Week Expected
    • 6 Day Training Program
    • Full Support Provided (Hardware, Software, etc.)
  • ConnecTech Volunteer Program
informing students
Informing Students
  • Summer Mailing
    • Mailed to all resident students in mid-July
    • Included Truckload Sale, ResNet and General Information
  • Student Orientation Sessions
  • Posters and Signage in Labs
integration with help desk
Integration with Help Desk
  • CIS Help Desk
    • Centralized University Computing Help Desk
    • Currently Operates 8:30am to 5:00pm Monday through Friday
      • After-hours Emergency Coverage Available
    • Remedy ARS
    • Automatic Call Distribution (ACD) System
remedy ars
Remedy ARS
  • 40,000+ Tickets Created Since March 1, 1997
  • Web Interface
  • Knowledge Base Integration
  • Available to all CIS and ResNet Staff
  • Demonstration
  • Future Modifications
start up year summary
Start-Up Year Summary
  • Lessons Learned
    • Fall Start-Up is Fast-Paced!
    • Make Students Self-Sufficient!
    • Document Everything!
    • Enforce Support Guidelines!
    • Give Responsibility to Student Staff!
phase ii wiring
Phase II Wiring
  • ~3000 Ethernet Connections currently being installed
    • Remainder of Residence Halls and Fraternity Houses
    • Switched 10Base-T Ethernet Connections
    • Cisco Hardware
    • Wiring and Activation Outsourced
    • Fiber Path Problems to Some Locations
phase ii support
Phase II Support
  • 3 Full Time Staff Members
  • 26 Residential Consultants (ResCons); 5 of them are Senior ResCons
    • Room and Board Stipend
    • 10 Appointment Hours per Week
    • 5 Office Hours per Week
    • 7 Day Training Program
    • Full Support Provided (Hardware, Software, etc.)
future direction
Future Direction
  • Virtual Computer Store
  • GroupWare Implementation
    • ResNet Staff Use
    • Residence Hall Pilot Project
  • In-residence Training Program
  • 24-Hour Help Desk/Consulting Facility Integration
  • Incorporation of Off-Campus Remote Connectivity Support
questions
Questions?

Contact Information:

Lee W. Bannister, Coordinator

Residential Networking (ResNet)

Computing and Information Services

University of Pittsburgh

(412) 383-9641

(412) 624-9136 (fax)

[email protected]

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