2008-2009 LR&TS Annual Report - Learning Resources Services ...

Learning Resources & Technology Services – Annual Report FY09
Electronic Classrooms/Audiovisual Support
This area manages design, budgeting, installation and
maintenance of all electronic classrooms and ITV rooms
on campus, as well as maintenance of all A/V equipment
in general purpose classrooms. A majority of nonacademic
A/V systems across campus, such as those in
conference rooms, are also managed by this group.
Summary of FY09 accomplishments
The e-classroom group completed work on the renovation
of the Wick Science Building addition and the
Public Safety Center. Eleven e-classrooms in the 51
Building were also renovated, and a total of 21 new
e-classrooms were added to campus. Several additional
projects were completed throughout the year, such as
the audio-visual systems upgrade in Ritsche Auditorium,
design work for Sycamore Place (the SCSU Graduate
Center in Maple Grove), and the beginning stages of
design work for the Fifth Avenue Live! project.
FY09 Goals
Migrate Crestron e-classroom database to Roomview 7.0 Assets.
•
with completion scheduled for early FY10.
Began manual migration to Roomview 7.0 Assets,
• Completed renovations of the Wick Science Building
addition and the Public Safety Building.
•Renovated 11 e-classrooms in the 51 Building.
Continue National Hockey Center design and budgeting.
• Worked with the architects on planning and design;
however, the project has been delayed an additional
year, until 2011.
Major changes from FY08:
•
problems, with a total of 486 incidents reported
Used the Altiris ticket system to track e-classroom
in FY09. Tickets could be accessed remotely using
smartphones, which helped improve response times
and resolution of the incidents.
other items of note:
•
hosted by SCSU, as well as for Tech Day ’09.
Provided support for the MnSCU CIO Meeting
Statistics:
See Appendix X
Complete the Riverview, Brown Hall, Wick, Public Safety Center
and 51 Building renovations.
• Adjusted installation schedules for Riverview and Brown
Hall due to construction delays, with completion scheduled
for summer 2009 and January 2010, respectively.
HelpDesk
The HelpDesk serves as a point of contact for technology
questions, problems and the status of services. Student
staff provides advice and information for multiple
technologies, with priority given to academic uses. Staff
members are responsible for resolving or routing problems
pertaining to all HuskyNet-related services, accounts,
network access, file storage, Desire2Learn, e-classrooms
and computer lab issues. Employees provide backup to
college and departmental technicians, as well as primary
workstation support for 10 centers/programs on campus.
The HelpDesk provides advanced services, such as data
recovery, and handles problems with personal computers
that cannot be solved over the phone, giving priority to
academic endeavors. In addition, the HelpDesk works
with the Center for Information Systems (CfIS) by
routing all administrative support requests to CfIS for
resolution.
Summary of FY09 accomplishments
The HelpDesk and computer labs coordinators increased
collaboration and workflow between the two areas.
HelpDesk workers and lab consultants attended shared
training sessions. Use of the Nortel Call Center, door
counter and Altiris statistics were evaluated to better
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