Presentation 2C: Presentation 2C: Re-evaluating ResNet:Re-evaluating ResNet:Tools and ConceptsTools and Concepts

Presenters:Presenters: Todd ThomasTodd Thomas Justin WilbersJustin Wilbers

About UNIAbout UNI

Cedar Falls, IowaCedar Falls, Iowa One of three State Universities in IowaOne of three State Universities in Iowa

11,000 undergrads11,000 undergrads 4,500 live on-campus4,500 live on-campus

1,600 postgraduates1,600 postgraduates Primary focus as a liberal arts college, Primary focus as a liberal arts college,

teaching, and business schoolteaching, and business school

ResNet structure - UNIResNet structure - UNI

Primary duty- Internet accessPrimary duty- Internet access 1 FTE (ResNet Specialist)1 FTE (ResNet Specialist) Support from central IT and Housing staffSupport from central IT and Housing staff Student support:Student support:

2 Lead students2 Lead students 3 RCCs for each side (North and South)3 RCCs for each side (North and South) 8 Assistant RCCs (temporary help)8 Assistant RCCs (temporary help)

About Missouri StateAbout Missouri State

Springfield, MOSpringfield, MO Originally Southwest Missouri StateOriginally Southwest Missouri State Second largest university in MissouriSecond largest university in Missouri

17,425 undergrads17,425 undergrads 4,000 live on-campus4,000 live on-campus

2,700 postgraduates2,700 postgraduates

ResNet Structure - MSUResNet Structure - MSU

Primary Duty – Technology SupportPrimary Duty – Technology Support 1 FTE (ResNet Administrator)1 FTE (ResNet Administrator) Part of Residence Life (Housing)Part of Residence Life (Housing) Student SupportStudent Support

2 Graduate Assistants2 Graduate Assistants 10 ResCons (ResNet Consultants)10 ResCons (ResNet Consultants)

Responsibilities and ServicesResponsibilities and Services

Provide technology support for residence hall Provide technology support for residence hall studentsstudents Includes hardware/software installation and Includes hardware/software installation and

troubleshootingtroubleshooting Virus and spyware detection and removalVirus and spyware detection and removal Not in charge of the network, but help students with Not in charge of the network, but help students with

getting and staying connectedgetting and staying connected

Manage residence hall computer labsManage residence hall computer labs Support residence hall staffSupport residence hall staff

Concept: Understanding Concept: Understanding student student needs/perceptionsneeds/perceptions

We understand students, right?We understand students, right? Perceptions = realityPerceptions = reality

A surveyA survey

Collaboration with student class projectCollaboration with student class project UNI survey toolUNI survey tool UNI stats analysis offeredUNI stats analysis offered

Survey QuestionsSurvey Questions

Demographics already availableDemographics already available Background:Background:

How many and what types of devices do you How many and what types of devices do you have registered?have registered?

What type of Internet connection did you What type of Internet connection did you have before coming to UNI?have before coming to UNI?

Survey Questions Survey Questions (continued)(continued)

Perceptions:Perceptions: How would you rate ResNet’s speed?How would you rate ResNet’s speed? How satisfied were you with ease and speed How satisfied were you with ease and speed

of registering?of registering? List any limitations you’ve encountered while List any limitations you’ve encountered while

trying to use your network connectiontrying to use your network connection

Survey Questions Survey Questions (continued)(continued)

SupportSupport Have you visited our website?Have you visited our website? How would you like to be contacted (UNI e-How would you like to be contacted (UNI e-

mail, UNI phone, cell phone, other)?mail, UNI phone, cell phone, other)? Have you contacted ResNet for help before? If Have you contacted ResNet for help before? If

so, how many times and how was that so, how many times and how was that experience?experience?

Rank the importance of the following: Customer Rank the importance of the following: Customer Service, Ease of Use, Speed, and ReliabilityService, Ease of Use, Speed, and Reliability

Interpreting the resultsInterpreting the results

Overall positive resultsOverall positive results Baseline established for next yearBaseline established for next year Freshman were less satisfiedFreshman were less satisfied Wireless demandWireless demand Preferred contact method- e-mailPreferred contact method- e-mail Non-traditional students are more Non-traditional students are more

support-intensivesupport-intensive Network performance is #1Network performance is #1

Concept: Concept: Increasing CommunicationIncreasing Communication

Situation: ResNet not well knownSituation: ResNet not well known Nearly 50% of Residence Hall students are newNearly 50% of Residence Hall students are new

—many of whom do not know of us—many of whom do not know of us They don’t know about our servicesThey don’t know about our services With changing demographics, it’s hard to tell With changing demographics, it’s hard to tell

what they need and wantwhat they need and want Resolution: Get the word outResolution: Get the word out

Articles in the student newspaperArticles in the student newspaper Campus eventsCampus events Facebook groupFacebook group

Methods of ContactMethods of Contact

ResNet WebsiteResNet Website Mailings and brochuresMailings and brochures FlyersFlyers Campus Computing NewsletterCampus Computing Newsletter Newspaper articlesNewspaper articles Speaking at group meetingsSpeaking at group meetings Facebook groupFacebook group

ResultsResults

In regard to soliciting feedback, the response In regard to soliciting feedback, the response rate was much lower than expected.rate was much lower than expected. Most communication has been in one directionMost communication has been in one direction Students mainly contact us when they have a Students mainly contact us when they have a

problem or complaint.problem or complaint. In regard to overall contact, however, our In regard to overall contact, however, our

number of calls went down.number of calls went down. Students began to use the website and provided Students began to use the website and provided

information to resolve their own issues.information to resolve their own issues. A lot of communication is informal, transferred from A lot of communication is informal, transferred from

person to person.person to person.

Concept: Concept: Business Process Re-engineeringBusiness Process Re-engineering

What is BPR?What is BPR? BPR aims to elevate efficiency and effectiveness of BPR aims to elevate efficiency and effectiveness of

the processes in an organizationthe processes in an organization

The key is to view the business processes from The key is to view the business processes from a “clean slate” to determine how to improve a “clean slate” to determine how to improve themthem

Calls for dramatic improvements, often an Calls for dramatic improvements, often an increase of 70 percent or moreincrease of 70 percent or more

A bit drastic for some, but it points us in the A bit drastic for some, but it points us in the right directionright direction

BPR ImportanceBPR Importance

What’s the ultimate organization goal?What’s the ultimate organization goal? ex: Best customer service, quickest response rate, ex: Best customer service, quickest response rate,

lowest cost, diversity of services, etc...lowest cost, diversity of services, etc... Allows us to reverse design the process and Allows us to reverse design the process and

work backwards to create itwork backwards to create it For instance: If Customer Service is your goal, For instance: If Customer Service is your goal,

envision an ideal scenario and figure out how to envision an ideal scenario and figure out how to work backwards to achieve itwork backwards to achieve it

Makes you think about your processesMakes you think about your processes Are there needless steps or multiple handoffs?Are there needless steps or multiple handoffs?

Practical Application:Practical Application:Network Port RepairNetwork Port Repair

Old Network Port Repair ProcessOld Network Port Repair Process1.1. Student contacts ResNetStudent contacts ResNet2.2. Troubleshooting over phoneTroubleshooting over phone3.3. ResNet technician tests port with tabletResNet technician tests port with tablet4.4. Case is submitted to Networking ServicesCase is submitted to Networking Services5.5. Networking Services tests the portNetworking Services tests the port6.6. Case is submitted to TelecommunicationsCase is submitted to Telecommunications7.7. Network port is repairedNetwork port is repaired

AnalysisAnalysis

That’s an average of six business days to That’s an average of six business days to resolution, three visits, two hand-offs, and resolution, three visits, two hand-offs, and one frustrated student that keeps calling one frustrated student that keeps calling us.us.

So, why do it this way?So, why do it this way? Because, that was “the way it’s always Because, that was “the way it’s always

been done.”been done.”

Network Port RepairNetwork Port Repair

New Network Port Repair ProcessNew Network Port Repair Process1.1. Student contacts ResNetStudent contacts ResNet

2.2. Troubleshooting over phoneTroubleshooting over phone

3.3. ResNet technician tests port with tabletResNet technician tests port with tablet

4.4. Case is submitted to TelecommunicationsCase is submitted to Telecommunications

5.5. Network port is repairedNetwork port is repaired

ResultsResults

Average resolution time was cut by over 50 Average resolution time was cut by over 50 percent.percent.

Fewer handoffs meant less confusion for the Fewer handoffs meant less confusion for the student and better status updates.student and better status updates.

Future plans?Future plans? Further integration of individual systems.Further integration of individual systems. More training for ResNet employees and Fluke More training for ResNet employees and Fluke

testers to eliminate the need for Networking testers to eliminate the need for Networking Services intervention.Services intervention.

Concept: How is our Concept: How is our network doing?network doing?

Baseline neededBaseline needed Identify network structure and servicesIdentify network structure and services Identify tools for meeting these needsIdentify tools for meeting these needs

Tool #1: The DudeTool #1: The Dude

From MikroTik (www.mikrotik.com)From MikroTik (www.mikrotik.com) Features:Features:

FreeFree ConfigurableConfigurable Good reporting featuresGood reporting features Easy to install and setupEasy to install and setup

Dude DemoDude Demo

Submap

Maps

InsideDevice overviewDevice overview

Outside

Graph preview of DNSGraph preview of DNS

Servicesmonitored

Device detailsDevice details

Monitoring agentService(s) status

Outage informationOutage information

Outage details

Services monitoredServices monitored

Services and status

Graph by timeGraph by time

Services and status

Charts usedCharts used

Charts

Graphing customizationGraphing customization

Adding a service

DNS chart with exportDNS chart with export

Exporting graphs

What has The Dude told What has The Dude told us?us?

BaselinesBaselines OutagesOutages DNS problemsDNS problems Usage patternsUsage patterns

The future for The DudeThe future for The Dude

Full rollout this FallFull rollout this Fall Incorporating other services to monitorIncorporating other services to monitor Use of the boxes for other purposesUse of the boxes for other purposes

Tool: NPTTool: NPT

Network Performance ToolkitNetwork Performance Toolkit Primary use is Network Diagnostic Tool (NDT)Primary use is Network Diagnostic Tool (NDT)

http://e2epi.internet2.edu/network-performancehttp://e2epi.internet2.edu/network-performance-toolkit.html-toolkit.html

Available as a linux kernel module (Web100)Available as a linux kernel module (Web100) Bootable Knoppix distro for network testingBootable Knoppix distro for network testing How it worksHow it works

NDT start pageNDT start page

Results of testResults of test

Detailed test infoDetailed test info

How will we use NPT?How will we use NPT?

Allow users to test themselvesAllow users to test themselves Internal testingInternal testing Stats over timeStats over time

Tool: CactiTool: Cacti

http://www.cacti.nethttp://www.cacti.net Free and Open SourceFree and Open Source MRTG replacementMRTG replacement Generally used for trending, Generally used for trending,

comparisons, and forensicscomparisons, and forensics

Screenshots and demo of Screenshots and demo of CactiCacti

CPU usage for the past 2 CPU usage for the past 2 hourshours

CPU for the past yearCPU for the past year

Selectable time frameSelectable time frame

Zoomed inZoomed in

List mode and templatesList mode and templates

GraphsGraphs

Results of graph Results of graph comparisonscomparisons

What has Cacti told us?What has Cacti told us?

Baselines, againBaselines, again Memory usageMemory usage DemandDemand

Tool: Tool: ResCon Flashdrive Update UtilityResCon Flashdrive Update Utility

Developed by student employeeDeveloped by student employee FeaturesFeatures

Copies tools from network drive to USBCopies tools from network drive to USB Can add updated files or format/rebuild driveCan add updated files or format/rebuild drive Copies useful utilities, including:Copies useful utilities, including:

Virus/Spyware definitions, Patches, UpdatesVirus/Spyware definitions, Patches, Updates

Used with custom script to download Used with custom script to download updatesupdates Uses wget to copy files to network driveUses wget to copy files to network drive

Previous method:Previous method:Burn files to CDs one at a timeBurn files to CDs one at a time

Drawbacks of CD:Drawbacks of CD:Very slow, requiring several machinesVery slow, requiring several machinesDifficult to quickly update filesDifficult to quickly update filesNot all machines could read CD/RWNot all machines could read CD/RWCDs easily scratched and misplacedCDs easily scratched and misplaced

Advantages of USB:Advantages of USB:Easier to transport, quicker to updateEasier to transport, quicker to updateTool is much cheaper than USB replicatorsTool is much cheaper than USB replicators

Program OperationProgram Operation

What did this teach me?What did this teach me?

Some of your best developments and Some of your best developments and insights can come from student insights can come from student employees.employees.

Enable them to explore their interests Enable them to explore their interests and grow their talentsand grow their talents

Diversify your workforceDiversify your workforce Provide various career pathsProvide various career paths

Tool:Tool:Scripting Symantec Scripting Symantec AntivirusAntivirus

Tools NeededTools Needed Symantec AntivirusSymantec Antivirus AutoIt v3AutoIt v3

http://www.autoitscript.com/autoit3http://www.autoitscript.com/autoit3

WinRARWinRAR http://http://www.rarlabs.comwww.rarlabs.com

Example Code for Vista (64-bit)Example Code for Vista (64-bit)

@OSVERSION: WIN_XP, WIN_VISTA, WIN_2000@ProcessorArch: X86, X64

Creating the AutoIt Script:Creating the AutoIt Script:

Open the SciTE Script EditorOpen the SciTE Script Editor Begin by declaring the variables and creating Begin by declaring the variables and creating

firewall exception for the programfirewall exception for the program Each package must be modified for the desired Each package must be modified for the desired

OS and managed antivirus serverOS and managed antivirus server On the RunWait line, verify the path where the On the RunWait line, verify the path where the

SAV installation is stored in relation to where the SAV installation is stored in relation to where the script is storedscript is stored

Save the script and use “Compile Script to .exe”Save the script and use “Compile Script to .exe”

Creating the Self-Extracting Creating the Self-Extracting Archive:Archive:

In a File Explorer window select the script executable In a File Explorer window select the script executable and SAV installation files.and SAV installation files.

Right-Click on one of the Selected Files and select Right-Click on one of the Selected Files and select “Add to archive…” “Add to archive…”

Select your preferred options and check “Create SFX Select your preferred options and check “Create SFX archive”.archive”.

Select the Advanced TAB and click on “SFSelect the Advanced TAB and click on “SFXX options…”options…”

Under the Setup program, in “Run after extraction Under the Setup program, in “Run after extraction box”, enter the name of the script and click on OK.box”, enter the name of the script and click on OK.

You are now ready to deploy SAV! You are now ready to deploy SAV!

Tool: SEPTool: SEP

Symantec Endpoint ProtectionSymantec Endpoint Protection Rollout this FallRollout this Fall Better management and reportingBetter management and reporting Additional services and security optionsAdditional services and security options Anyone else implementing? Let’s talkAnyone else implementing? Let’s talk

Contact InformationContact Information

Todd.Thomas@uni.eduTodd.Thomas@uni.edu JustinWilbers@missouristate.eduJustinWilbers@missouristate.edu

Evaluation WebsiteEvaluation Website

http://http://resnetsymposium.org/rspm/evaluationresnetsymposium.org/rspm/evaluation