Presented by: Eric Rosenberg – Student Manager Client Support Behzad Barzideh – Network Manager...
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Transcript of Presented by: Eric Rosenberg – Student Manager Client Support Behzad Barzideh – Network Manager...
Presented by:Eric Rosenberg – Student Manager Client Support Behzad Barzideh – Network Manager Stony Brook
Remote Support For
Students
AgendaAbout Stony BrookOur ServicesWhy Remote Support?Our Remote Support SolutionHow It WorksWhat’s Next?
Stony Brook University
Location: Stony Brook NY about 60 miles east of New York City
Student Population: 23,000Residential Students: 9,00010,000 Active DevicesFaculty and Staff: 10,000All Campus Buildings: 134 Residence Halls: 57
Client SupportStudent Support
Faculty Staff Support
• Drop Off Service• Virus Removal• Spyware Removal• Operating System Reloads• Registration Issues• Software Installs • Data Recovery
• Room Visits• Registration Issues• Connectivity Issues• Diagnose Broken Ports
Phone SupportDesktop SupportRemote Support
SMSAtelier Remote
CommanderApple Remote
DesktopEtc
2 Full Time Employees15 Student Technicians
9 Full Time Employees7 Student Technicians
Staffing
• Provide a quicker resolution over traditional room visits• More efficient use of technician's time• Able to assist multiple users at the same time• Happier techs :) • QC!
Why Remote Support?
Residential students are required to register their computers each semester
The registration process checks for:Current Windows updatesAn approved antivirusUpdated antivirus dat files
Computer Registration Process
Cross platformUses a “melt away” clientZero FootprintEase of useCustomizable web interfaceRemote to/from anywhereClient reconnects after reboot
Bomgar
Bomgar Appliances
B100Desktop Appliance1 concurrent
session
B200Rack mountedUp to 20 concurrent
sessions
Http://helpme.resnet.stonybrook.edu
Windows Client Connection
Security Warnings
Connection Established
Representative Screen – PC to PC
Macintosh Client Connection
Http://helpme.resnet.stonybrook.edu
Macintosh Client Download
Connection Established
Representative Screen – PC To Mac
Http://helpme.resnet.stonybrook.edu
Linux Client Connection
Help more than one user at a time
Bomgar Administrator Web Interface
Http://helpme.resnet.stonybrook.edu/Login
What’s Next?LDAPEliminate traditional room visits
Questions and Comments
Eric RosenbergStudent Manager Client [email protected]
Behzad BarzidehNetwork Manager Stony [email protected]
Evaluations:http://resnetsymposium.org/rspm/evaluation
Contact Information