DIS Services • WAN (Wide Area Network) monitoring for Bandwidth Utilization and integrity • LAN (Local Area Network) monitoring • Virus Monitoring and Auto notification -- MARS • Internet Filtering • E-rate Support • Distance Education / Interactive Video • VPN – Virtual Private Network (allows users to access APSCN from home in a secure manner for a nominal monthly fee. • Firewall Implementation -- $69.00 per hour, average 2 hours • Local Area Network Support – APSCN LAN Support
DIS Goals • Know a Customer’s Problem before they do and fix them. • Other Goals Include: • being “proactive” instead of “reactive” • enhanced economic efficiency • servicing client needs • responsiveness • improving customer service
DIS Contacts • Call Center • 1-800-435-7989 • DIS Director • Claire Bailey • Operations Center Support Manager: • Debbie Martin • Call Center Manager: • Ed Berry • Project Management – ADE Liaison • Nanette Harrell • Strategic Funding Programs Manager (ERATE) • Becky Rains • Field Support Manager: • Dana Thompson • Customer Account Representative • Donald Matthews
Anti-Virus Software Adequate Funding Essential Enterprise Version Preferable
Anti-Virus Software • What is the difference? Enterprise vs. Standalone • Enterprise is installed on the server • Updates workstations automatically • Removes user choice to not update • Central point of control for support personnel • Reduces support labor costs • Where to Purchase? • Arkansas Procurement website: • www.dis.arkansas.gov Link: Purchase Hardware / Software • SHI – Software House International
Password Policies • Why are they so important? • Ensure School’s Network Integrity • Protect Users • Prevent Virus Infections • What are the components of a good Password Policy? • At a minimum, passwords should be changed every 90 days.* • Passwords shall be at least eight characters in length and be a mixture of alpha and non-alpha characters* • User passwords shall not be reused within six password changes.* * From “Standard Statement – Password Management” State of Arkansas, Office of Information Technology http://www.cio.arkansas.gov/techarch
Wireless Access • Pros • Cost • Accessibility • Cons • Security • Reliability • Speed / Bandwidth • Compatibility • Requires Training for Adequate skills to manage securely
Workstation Updates How do we keep these workstations patched?
Workstation Updates • SUS and WSUS • Server Update Services • Windows Server Update Services • Benefits • Updates workstations automatically • Removes user choice to not update • Central point of control for support personnel • Reduces support labor costs • Costs and Requirements • Hardware • Server with 1 GB of RAM, 100 GB Hard Drive -- $2000 - $3,000 • Software: • In a Novell Environment: • Windows Server 2003, web edition software license ($190 Academic License with 2 –Year Software Assurance) • In a Windows Server Environment • Additional Server License if an additional server is required.
Administrators • Technology Support Personnel Dismissals • Who can help? • DIS APSCN LAN Support • For Assistance with Network and Server Security in the event Technology Personnel must be dismissed • Call: • DIS Call Center 1-800-435-7989 • Request a ticket for APSCN LAN Support – Stress security need, and high priority • Questions or inquiries for specific situations: • Field Support Manager: Dana Thompson / 501-683-3637
APSCN LAN Support Staff • Nine Field Technicians are geographically located to provide maximum assistance to all school districts. • Four Lead Technicians are located in Little Rock at the call center to provide immediate professional assistance to customers and to assist the field technicians when on location. • Lead Technicians: • Herbert Crouch, Rena Walker, Alex Covington and 1 Vacancy
Remote Field Technician StaffOfficial Stations • Carl McGinty – Batesville • Allen Evans – Corning • Stacy Liles – Farmington • Warren Gatrel – Greenbrier • Neil Washington – Hot Springs • Krissy Cross – Judsonia • Jerry Mooneyhan – Nashville • Yolanda Davis – Pine Bluff • Robert Thompson – Jessieville
APSCN LAN Support Common Practices • The APSCN LAN Support Group provides all facets of local area network support to the school districts at the request of the district technology coordinator. In some cases a technology coordinator is not available. In these cases we encourage the school to employ, empower or appoint a technology coordinator or network administrator.
APSCN LAN Support Services • Telephone support for a wide range of network related problems • Network design and expansion • Onsite network implementation (excluding pulling of network cable) • Onsite network maintenance, troubleshooting and repair • File server configuration, installation, migration, upgrade and support • Email Server / Applications • Installation, configuration and support • Mercury & Pegasus, GroupWise and Exchange. • Assist school personnel with soliciting and evaluating network related bids
APSCN LAN Support Services • Workstation (client) configuration for network and APSCN connectivity • Support of APSCN GUI including assisting users with the upgrade process, configuration of the APSCN GUI, and troubleshooting connectivity issues • Support of print servers for APSCN Printers • Support of scanner configuration with the APSCN GUI • Site Notebooks – LAN schematic, IP assignments, network equipment inventory, disaster recovery information
Training • Network related training for Co-op and District Technology Coordinators. • Training is no cost to districts and is offered at Coops and in Little Rock throughout the year. • Examples include: • Server Installation, Configuration and Administration • Email Programs • Desktop Management
For Assistance, Contact DIS Call Center 1-800-435-7989 dis.callcenter.arkansas.gov