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

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Planning for a large scale implementation

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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