Annual Report - WSU Vancouver Student Commons Upgrades ... facets of the WSU Vancouver community....

WSU Vancouver IT Annual Report 2016/2017 | 1

2016/2017Annual Report

2 | WSU Vancouver IT Annual Report 2016/2017

TABLE OF CONTENTS

CONTENT LEGEND

CREDITS

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Message from the Campus CIO

Managing InvestmentsSecond Network Adds RedundancyInformation Security ImprovementsWSU Knowledgebase LaunchFirstenburg Student Commons UpgradesData Center UpgradesVideoconference UpgradesEmpowering & Serving StudentsNew Phone Billing SystemOffice365, OneDrive & Email Migration

Expanding ServicesWiFi ImprovementsBlackboard Accessibility Tune-upsAssistive Listening SystemAccessible Technology Coordinator

Editor: Sara Steinke

Written by WSU Vancouver IT

Graphics by Vicki Tolmacheva & Sara Steinke

Photography by Polina Sklyarova & WSU Vancouver Marketing and Communications

WSU Vancouver IT strives to serve students, faculty, and staff in all that we do. For each project, we consider how it will affect and benefit the different facets of the WSU Vancouver community. Benefits

StudentsBenefitsFaculty

BenefitsStaff

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Improving SupportVancouver Technology GroupOER GrantsWSU Faculty WebsitesIT Team Changes

Technology By the Numbers

Supporting Our Community=Getting InvolvedListening to the CampusTeam Member Recognition


TABLE OF CONTENTS Message from the

Campus CIO

Technology plays a significant role in WSU Vancouver’s teaching, learning and research mission while enabling organizational success on our campus. Our 2016-2017 annual report highlights some of the strides Information Technology has made in implementing and meeting a number of strategic goals.

We continue to listen to feedback and challenges from our students, faculty and staff via direct contact, meetings, our annual TechQual+ survey and other avenues while striving to produce higher-quality services to meet the expectations of the campus community. As you read the report, I hope three things are clear:

» IT is dedicating resources to services that will improve the impact and efficiency of technology campus-wide. » IT is strengthening and expanding infrastructure to match evolving

needs of our campus community. » IT is persistently working to improve our support and service to WSU

Vancouver.

Information Technology has had a productive year. Thank you to the entire IT team, senior campus administrators, stakeholders, and partners who put the hard work and effort in to realizing these achievements. We hope you benefit from our efforts and continue to trust IT as a key collaborator for empowerment, access, information security, and support.

Campus Chief Information OfficerMichael Stamper


SECOND NETWORK ADDS REDUNDANCYIn March, WSU Vancouver IT successfully completed the implementation of a second 1 gigabit/second network connection. The campus is now served by two separate 1Gb connections: K20 and IRON/Comcast. The upgrade includes advanced, dynamic routing which allows WSU Vancouver’s network traffic, both inbound and outbound, to automatically failover from one network connection to the other. As a result of this implementation, WSU Vancouver’s students, faculty, and staff now have similar resilient network connectivity service as Spokane, Tri-Cities, and Pullman. This project was realized through the collaborative efforts of Erik Martinez, Chuck Harrsch, Shawn Welter, and Richard Eisenman.

MANAGING INVESTMENTS

INFORMATION SECURITY IMPROVEMENTSSince creating an Information Security Office led by Chuck Harrsch in August 2016, WSU Vancouver has collaborated with other WSU information security teams to proactively address cyberattacks and security incidents by holding each of the five WSU campuses to similar security standards. At WSU Vancouver, this meant the modification of several practices and equipment configurations plus implementation of three new threat-detection systems: FireEye, Gigamon, and Palo Alto.

FireEye is designed to combat advanced security threats on both Windows and Mac platforms and was installed on more computers at WSU Vancouver than at any other WSU location. It has already helped identify and stop several attacks at WSU Vancouver. Meanwhile, to help analyze and respond to network threats, the Gigamon network tap was installed to detect advanced network intrusions in real-time for business continuity and reliable computing. Finally, over the winter break, WSU Vancouver migrated from an aging campus firewall to a next generation firewall by Palo Alto that helps ensure that intended network traffic continues to flow while also blocking malicious traffic from off campus.

6SecurityTips

3FIGHT SPAMForward suspicious emailto [email protected].

2CONTROL ACCESSTO YOUR COMPUTERLock the screen when youleave your desk.

5SYNC FILES

OneDrive provides 1TBof storage space.

STAY INFORMEDCheck the WSU Vancouver IT

website at vancouver.wsu.edu/it. 6

PROTECT PASSWORDS Never share them andchange them often.1

4USE WSU WIRELESSWSUV WiFi Guest is intendedfor campus visitors.


DATA CENTER UPGRADESCore WSU Vancouver technology services are provided via two data centers on campus and the 2016-2017 academic year saw the launch of a major data center upgrade to create inter-building redundancy for the first time on campus. The first phase involved over six months of planning and includes a significant expansion of storage and computing capacity in addition to the redundancy for emergency recovery of vir tualization workloads across campus. The next phase of the upgrade, led by Patrick Reiter and Mac Mintz, will streamline the vir tualization platform and migrate all production workloads to this new platform.

WSU KNOWLEDGEBASE LAUNCHIn May 2017, the WSU Knowledgebase launched as the first university-wide, one-stop online resource for WSU technology questions including campus-specific questions. The system-wide project was co-led by Vancouver IT's Patti Paris. Team members Ryan Thomas and Aaron Thorne were integral in populating the Knowledgebase for WSU Vancouver with over 100 Vancouver ar ticles in just the first six months. While the WSU Knowledgebase was originally created to address technology questions, it has the potential to broaden the topic scope to eventually include information on everything from admissions to payroll. Knowledgebase visitors can also suggest topics and rate the ar ticles.

9,932views

system-wide as of 6/17

WSU Vancouver Knowledgebase can be found at: kb.wsu.edu/vancouver▶

FIRSTENBURG STUDENT COMMONS AUDIOVISUAL UPGRADESThe Firstenburg Student Commons received extensive audiovisual upgrades during the winter holidays thanks to funding from Services and Activites fees, modernizing the system and increasing flexibility in the use of the space. Projectors and screens in the main Commons area and in a conference room were replaced with high definition widescreens. The control system was also upgraded with a modern interface for easy use and tablet-based wireless controls were added to the podiums. In addition, the conference room projector was replaced with an energy-efficient laser projector, a first for WSU Vancouver.

For maximum flexibility, wireless presentation systems were installed offering the ability to present from laptops or tablets anywhere in the room and allowing for two presenters to connect to the system for sharing. A sensor was also installed for when the room is divided, automatically dividing control to the designated podiums. Thanks to team member Scott Fraser for leading these major upgrades on budget.

VIDEOCONFERENCE UPGRADES CONTINUEThis past year marked the second of a three-year plan to improve videoconference equipment on campus. Adam Dvorak, Chris Rhoads, and Jon Carr upgraded five videoconference devices and two televisions. Various computer connections have also been updated to simplify integration for local videoconference events. Through savvy planning and purchasing, the project is ahead of schedule and an estimated $15,000 under budget as we look to begin Phase 3. This savings will allow for the critical upgrades of other locations on campus.


EMPOWERING & SERVING STUDENTS For the second year in a row, more than 20 WSU Vancouver students served as valuable members of the Information Technology team; however, a new focus for 2016-2017 was to increase student worker responsibilities and opportunities while matching skills with student interests and career goals. The new approach produced some outstanding improvements in department efficiency and expanded services for the campus.

Students were employed for a wide range of roles including traditional areas like HelpDesk support and computer lab monitoring, but also in expanded roles like tier 1 support for videoconferencing in Academic Services, equipment inventory controls for Tech Support Services, marketing and communications for IT Administration, and automation and deployment of tools for Information Security. The new model of support was especially significant in areas like videoconferencing which allowed full-time IT members to expand to new and varied projects to serve the campus like never before. Many thanks to Adam Dvorak, Patti Paris, Sujatha Shynne, Aaron Thorne, Chuck Harrsch, and Dominic Noble who led the different student worker internships, training programs, and employment opportunities for IT.

OFFICE 365, ONEDRIVE & EMAIL MIGRATION WSU Vancouver faculty and staff gained access in December 2016 to OneDrive accounts with 1 Terabyte of cloud storage to secure and share files. In May 2017, faculty and staff joined students on the highly anticipated cloud-based Office365 platform. The email migration included over 800 Vancouver accounts while providing better integrated access to collaborative tools such as OneDrive and Skype for Business. The adoption of these tools continues at WSU Vancouver with more information available at its.wsu.edu/o365, but major kudos are due to campus Information Technology leaders Patti Paris, Adam Dvorak, and Aaron Thorne who led communication on behalf of the campus and joined 18 departmental meetings across WSU Vancouver to communicate and promote the impact.

Cloud Computing Benefits

EasyUpgrades

MobileProductivity

1TBStorage

AlwaysAvailable

Secure

SimpleCollaboration

CostSavings

NEW PHONE BILLING SYSTEM A new phone billing system was implemented and configured for WSU Vancouver in 2016-2017. Thanks to the efforts of Lori Wallachy and Ginny Eddings, the TeleMate system launched successfully with the star t of the new fiscal year July 1, 2017. The new software was customized for WSU Vancouver budget codes and users, and includes cleaner, easier-to-read reports. TeleMate replaces an outdated 2008 system, bringing the campus phone billing software up to current information security expectations with enhanced usability.


EXPANDING SERVICES

WiFi remains a key campus service of interest to students, faculty, and staff. Information Technology continues to expand and improve services to meet the never-ending need for a reliable and easy-to-use WiFi network. In January 2017, WSU Wireless was launched as a new network option. It is simple to access and, more importantly, is highly secure (unlike WSUV WiFi Guest intended for temporary visitors to campus). In addition, once you log on to WSU Wireless, you remain logged on ... even at other WSU campuses.

Accessing WSU Wireless is only possible with a reliable, wide-spread signal. In February 2017, IT conducted a campus-wide WiFi analysis to identify areas on campus where signal strength was low or nonexistent. In the spring, Marty Randolph began adding access points to improve coverage such as new access points to expand coverage in the Science Building or to address heavy usage in the Carson Center.

Campus WiFi Coverage Map

WIFI IMPROVEMENTS


ASSISTIVE LISTENING SYSTEMAssistive listening devices (ALDs) allow people with hearing challenges to participate more fully in classroom activities. Partnering with the Access Center, IT's Scott Fraser upgraded listening devices in targeted classrooms from FM-based to infrared assistive devices during the past year. Due to age and reallocation of spectrum space, the FM systems were subject to substantial interference and no longer optimal for lectures.

COLLABORATING TO FURTHER ACCESSIBILITYAs a service organization, WSU Vancouver IT strives to support the learning and teaching experience of all Vancouver Cougs. Through collaborative efforts with the Accessibility Council, the Access Center, and Academic Affairs, our team is dedicated to fur thering accessibility on campus through continued, targeted projects.

ACCESSIBLE TECHNOLOGY COORDINATORWashington Policy #188 from the Office of the CIO of the State of Washington in 2016 established the expectation for state agencies to provide access to and use of information and access to the services and content that is available to persons of all abilities. One of the tenants of the policy is to identify an accessibility coordinator. WSU Vancouver named Scott Fraser, from Academic Services, as campus accessible technology coordinator and he participated in several sessions in Olympia and at the University of Washington regarding Policy #188 while collaborating with peers across Washington State University.

BLACKBOARD ACCESSIBILITYTUNE-UPSIn accordance with WSU Vancouver’s 2016-17 Goals & Objectives, the Academic Services team, Michelle Eccles, and Mike Caulfield began offering Blackboard Accessibility Tune-Ups in Spring 2017 to assist faculty in making course material accessible to all learners. Faculty with current accessibility accommodations, or those wishing to transition their course material to universal design, are able to receive an accessibility analysis of course material with advice, instruction, and assistance on how to make course delivery more accessible.

Karen Schmaling, Ph.D., took advantage of the service for her "Psychology as a Science" course. She stated, "I learned a good deal from Michelle Eccles regarding the types of materials that could be challenging for students with accommodations, and strategies for tuning up the material. Not only did the materials in this class get a tune-up, but I’ll apply the information I learned to all (my) classes."

“...I’ll apply theinformation Ilearned to all (my) classes.

COURSE ACCESSIBILITY TIPS » Do not rely on color alone to convey meaning

and use color combinations that are high contrast to be easily read by those who are color blind.

» Ensure that font size is set to either allow for resizing by students or by their browser.

» Provide alternate text and/or description for all images.

» Do not use scanned documents that are single images. The document may be a PDF, but will not be readable.

» Caption or transcribe video & audio content.

» Create accessible tables (in documents).

» Provide full descriptions of graphs and statistical data.


IMPROVING SUPPORT

OPEN EDUCATIONAL RESOURCE GRANTSFourteen faculty from various departments have been transitioning their classes from proprietary textbooks to open material with support from Academic Services in conjuncion with Academic Affairs. By moving to open materials, these faculty are reducing the cost of materials for their students, while using the opportunity to rethink class structure and content by incorporating more digital elements and assessments into the course design. WSU Vancouver leads the way in this WSU-wide iniative with direction from Mike Caulfield. It is projected that changing these 14 courses will save students appoximately $200,000 per year.

VANCOUVER TECHNOLOGY GROUPIn November, with the vision to create a collaborative working group of technology support providers and administrators from across campus, the Vancouver Technology Group was born. This cross-departmental group aims to share resources, information, and best practices to improve services and efficiency, reduce expenditures, and align operations. It also acts as an advisory board for the CIO and senior leadership at WSU Vancouver to provide guidance related to IT priorities and resources.

As the first group of its kind, VTG has spent the past year creating a structure in which to work, identifying commonalities, and sharing information. Future projects will include campus-wide technology inventory, cyber-safety workshops, and computer setup standardization.

Coordinated by IT's Chris Rhoads, members of the VTG for 2016/17 include: Michelle Eccles, Dawn Freeman, Chuck Harrsch, Patti Paris, Greg Philbrook, Nicholas Schiller, Michael Stamper, Dale Strouse, Jeff Weber, and Shawn Welter.


WSU FACULTY WEBSITESThe WSU Labs network (labs.wsu.edu) provides an online space for faculty to publish individual or group efforts. Academic Services team member, Ryan Thomas, has taken the lead in helping faculty plan and create these sites with everything from design to technical issues. He was also instrumental in creating the directory.

Desiree Hellegers, Ph.D., associate professor Department of English, recently worked with Ryan to create her site. “I had an excellent experience working with Ryan. My new website will house archival materials, including videotaped oral history interviews, podcasts, and hearing videos and transcripts, that document the unfolding struggle to stop the Pacific Northwest from being transformed into a toxic fossil fuel transport corridor. I brought the concept and an existing model to Ryan, and he ran with the concepts. I was really pleased with the site that he developed.”

IT TEAM CHANGESThis past year has brought some exciting staff changes as team members have swapped groups, bringing different skills and talents to new areas. Marty Randolph, formerly in our Tech Support team has joined our Infrastructure team. Adam Dvorak, formerly in our Academic Services team, and Ryan Parker, formerly of Infrastructure Services, have both joined the Tech Support team. The mingling of shared knowledge and diverse skill-sets will benefit the entire WSU Vancouver community.

In addition, WSU Vancouver IT welcomed two new team members. In the spring, Sara Steinke joined our group as the Communications Administrative Assistant. Her role is to increase and improve communications from IT to the campus. This summer, Mac Mintz stepped into the role of Infrastructure Services Manager. Mac brings over 25 years of technology experience as well as 13 years of IT operations management experience.

“I had anexcellent

experience...

Sara SteinkeIT Communications

Mac MintzInfrastructure Manager


SUPPORTING OUR COMMUNITY

GETTING INVOLVEDCougar pride runs deep in our department. There are many members of our team who received their education at WSU or began their careers here. It's our honor to be involved in the WSU community to give back and help others. Some of the WSU Vancouver community projects we participated in during 2016/2017 include:

» Wave the Flag » Coug Pantry » Annual Giving Campaign

We've also actively supported: » Portland Community College Occupational Skills Training » Port of Ridgefield Fiber Infrastructure Initiative

TEAM MEMBER RECOGNITIONOur IT team is filled with talented and knowledgeable people who work hard, but this year two of our team members received special recognition for going above and beyond in our community.

This spring, our own Sujatha Shynne from Tech Support Services was one of 47 women nominated for WSU Vancouver's annual Women of Distinction award. This event recognizes women who have made a difference by inspiring, mentoring and empowering others.

Another of our Tech Support Services team, Aaron Thorne, also received high honors by being one of three campus finalists nominated for the WSU Vancouver Chancellor’s Award for Staff Excellence. This award recognizes the dedication and commitment of WSU Vancouver staff members in advancing the college's mission.

» Cougs in the Community » MLK Jr. Day of Service » Walktober Challenge

Sujatha Shynne Aaron Thorne

LISTENING TO THE CAMPUS2017 marks the third year WSU Vancouver IT has gathered feedback via the TechQual+ Survey to gauge perceptions regarding information technology services on campus. This year, 10% of students, 34% of faculty, and 48% of staff responded to the survey and a total of 1,434 comments and responses were provided to help lend context and depth to the survey. We use these results to prioritize technology priorities and initiatives.

This year's survey report received a refresh thanks to IT's Sara Steinke restructuring the results in a new and easier-to-understand format. Some of the report highlights include:

» Overall, 18 of the 23 services (78%) exceeded minimum service expectations. » Cell coverage and information security ranked in the top 3 as suggested IT priorities for 2017. » WiFi and cell coverage ranked in the top 5 as IT services needing improvement. » Both students and faculty expressed high-to-extreme pain over the Learning Management System (Blackboard). » Tech Support received an overwhelming response as the most helpful service from all three groups.

Find a link to the complete 2017 TechQual+ Annual IT survey at vancouver.wsu.edu/it.

» Week of Welcome » ROAR activities » Commencement

» WSU Vancouver Veterans Center » Student efforts to adopt a Student Technology Fee


4,179closed Evita support tickets(^923 from 2015-2016)

14Open Education

Resource (OER) grants

66faculty & staff computers replaced through the lifecycle program

130computers in labs and classrooms received monitor and RAM upgrades

51%of faculty use Macs

23student employees in 2016/2017

119Faculty and research

WordPress sites supportedat labs.wsu.edu

2,993videoconference meetingsheld on campus

145 VCS connections weekly during Fall Term

174VCS connections weekly during Spring Term

57 VCS connections weekly during Summer Term

168different VCS coursesheld on campus

1 Gb networks:K20 & Iron/Comcast

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TECHNOLOGY BY THE NUMBERS@ WSU Vancouver

For the latest WSU Vancouver IT news and updates, visit vancouver.wsu.edu/it.

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