Staffing

13.5 Full Time Employees

12 Student Employees

Network Accounts Supported

Faculty, Staff, Temp, Work Study, Grad Assistants: 1092

Students & Recent Graduates: 2905

Retirees: 103

Guests: 303

Affiliates: 124

Alumni: 10161

Helpdesk

Incidents Created: 7049

Incidents Resolved: 7075

Emails Received: 7873

ID Cards Printed: 1126

Mailroom Application

13,183 items received from carriers

13,181 items delivered from MailRoom to people

Fitness Center Application

24,933 scanned ID cards

6,085 scans by members

2,146 scans by faculty & staff

16,702 scans from students

IS Device Registration

323 Devices registered

169 Gaming devices

92 TV/Streaming device

16 Smart speaker

46 Other

Implement voice over internet protocol (VoIP)

The current telephone PBX system is over 20 years old. By implementing a VoIP system, we will use our current fiber infrastructure to provide telephone service.

Goals

All users have VoIP phones on their desks.

Wall phones and similar devices are connected to VoIP infrastructure instead of the PBX.

Actual Outcome

All desk phones are migrated to VoIP, despite budget cuts that initially would have rendered this impossible. Wall phones and other devices are not yet completed, but the conversion is well under way and we anticipate completion within a few months.

Improve Account Lifecycle

The account lifecycle for employees and students has been complicated and individualized for various groups. It needs to be standardized and based on data. There needs to be a clear reason when an employee receives an account and when it is deactivated.

Goals

Off-boarding of faculty will be data-driven and require less manual intervention.

Actual Outcome

This has been achieved through the concept of a "Faculty Account Disable Date" which has proven successful.

Improve AV service delivery and spaces

Due to staffing cutbacks, we need to rethink how we provide AV services to EMU. Also spaces where large events are held need to be improved.

Goals

Establish a contract with an AV independent contractor.

Improve Lehman Auditorium soundbooth.

Improve Martin Chapel soundbooth.

Outsource commencement AV.

Actual Outcome

A contract was signed with an AV independent contractor to provide AV event support. This relationship has worked out well. It will continue for 2019-20.

Some improvements were made to the Lehman Auditorium soundbooth. There remain more things to improve.

Improvements to Martin Chapel were put on hold until the organ is removed and a soundbooth can be built.

AV for commencement was outsourced and it was very successful. We even had them setup 4 large screens so people could watch the live stream in the tent. 

Improve onboarding for guests and entertainment systems

The current system for guest and entertainment systems connecting to the network is not user friendly. The Helpdesk fields a lot of questions related to this issue.

Goals

Campus guests will be able to self-register for network access.

We will have a way to connect devices that do not support enterprise authentication used on EMU wireless.

Actual Outcome

We developed a web application integrated with our wireless authentication server and text message notification service to implement a guest registration system.

We created a new wireless SSID and web-based device registration to accommodate game consoles, TVs and other such devices.

Renovation of Helpdesk space and branding

The Helpdesk suite should be a welcoming and inviting place where all persons feel comfortable coming for technology help.

Goals

Cover the purple and pink cubicle wall with a branded banner.

Create an accent wall with the work Help in different languages.

Actual Outcome

The banner to cover the cubicle walls is still in the works.

We created a blue accent wall that is visible when walking into the Helpdesk. It has stickers with Help in different languages.

Upgrade firewall

The current firewall has insufficient throughput and up to date security technology.

Goals

The old network firewall, a critical security component, is limited in its ability to detect threats that modern firewalls are able to. A new firewall should be installed which can detect new threats based on frequent updates to a database of threat identifying characteristics.

Actual Outcome

The firewall was successfully upgraded.