2010-11 Annual Report
Information Technology Systems Division 2010-11 Annual Report
Introduction to the Report
Information Technology Systems Division (ITSD) has consistently and strategically positioned
itself for success by building on a foundation that values innovation while also remaining
committed to providing the highest level of day-to-day support for UNCW’s students, faculty and
staff.
With a commitment to excellence, ITSD continually seeks to strengthen its collaboration and
services to best support the campus community and the mission of UNCW. This past year has
been one of innovation, change and productivity. The introduction of Telepresence is one
example of innovation; the creation of a new department involved both change and innovation;
and there have been hundreds of projects completed. This report contains an overview of major
initiatives and accomplishments; a review of the divisional and departmental goals and their
outcomes; a compilation of various awards and recognitions; and a selection of pertinent
statistics providing an overview of the daily operations of the division.
ITSD staff members embrace professional development and continuing educational
opportunities, and they proactively pursue ways to improve their skills. This report would be
remiss if it did not include the numerous achievements of our staff; thus, there is a section on
staff highlights, including degrees obtained, academic courses completed and taught, certificates
and certifications acquired and additional staff accomplishments.
While an annual report cannot fully encompass the energy and dedication of our division, this
2010-11 report clearly exhibits ITSD’s commitment to academic progress and innovation and our
support of the mission of UNCW.
UNCW/Jamie Moncrief
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Table of Contents
Introduction to the Report ...................................................................1
Mission Statement ..............................................................................3
Overview of Division ...........................................................................3
ITSD Major Accomplishments Meeting UNCW Strategic Goals .........5
ITSD Major Initiatives for 2011-2012 and Beyond ............................10
ITSD’s 2010-11 Goals & Results ......................................................13
2010-11 Departmental Goals & Results ...........................................15
National Awards and Recognitions for ITSD Projects .......................22
2010-11 Annual Allocation & Gifts ....................................................24
Select ITSD Stats ..............................................................................26
TechQual+ Survey Stats ...................................................................30
Staff Highlights ..................................................................................34
Appendix A – Divisional Org Chart with Functions/Services .............40
Appendix B – ITSD Governance .......................................................41
Appendix C – ITSD Internal Committees ..........................................48
Appendix D – Non-ITSD Committees & Members ............................50
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Information Technology Systems Division 2010-11 Annual Report
Mission Statement
The Information Technology Systems Division (ITSD) is an
innovative organization committed to providing a
technologically progressive environment for students,
faculty and staff.
We are dedicated:
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to lead
to collaborate
to support
with cost effective services that promote the mission of
our university.
UNCW/Jamie Moncrief
Overview of Division
ITSD works collaboratively with the UNCW campus to provide institutionally centered
technology services, support, strategic planning and innovative solutions to meet the evolving
needs of 21st century students, faculty and staff.
ITSD is comprised of 8 departments with 88.75 full time employees and over 50 student
employees. As a first class organization focused on the strategic goals and mission of the
university, ITSD provides resilient, reliable infrastructure, systems and services that focus on our
community of learners. The departments and their primary responsibilities are:
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Classroom and Computer Technology Services, a newly created department, supports
the academic mission of the university by providing technical support for classroom, lab
and other university-owned computer systems. The department offers innovative
solutions in classroom technology support and services, technology consulting,
hardware and software deployment and special events support.
Information Technology Security safeguards the confidentiality, integrity and
availability of all information processed, stored or transmitted using university
electronic resources. The department provides consultation and communication to
educate students, faculty and staff about protecting university information assets as
well as their own security.
Integrated Enterprise Solutions plans, develops and maintains enterprise-wide
applications and data, including Banner, mySeaport (the campus portal), imaging and
document management services, among others, and development for associated user
groups.
Network and Communications plans, implements and manages infrastructures to
support data, voice and video services for the campus, residential housing and remote
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Information Technology Systems Division 2010-11 Annual Report
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locations. These services include but are not limited to: internet gateway, network and
wireless infrastructure, local and long distance, E-911 and unified messaging, video
conferencing including Telepresence, distance education classroom support and cable
TV. The department oversees infrastructure design and construction for new and
renovated buildings and underground conduit/cabling systems.
Operations and Systems Administration plans, installs, manages and supports the
central campus computing and data storage infrastructure, housed in appropriately
designed institutional datacenters, which enables faculty, staff and students to utilize
UNCW’s information technology resources for teaching, research, public service,
administration and information management.
Office of IT Resource Management manages the fiscal and human resources to meet
the goals of the division and mission of the university in accordance with federal, state
and university policies and procedures. This department represents the only
administrative support for ITSD directors and departments.
Technology Assistance Center and Services provides a single point of contact to
students, faculty and staff seeking technical support. The department provides
assistance, guidance and timely resolution of issues. It also offers services for personal
computing devices, hardware repair and tuning, software support, self-service
capabilities and incident tracking and reporting.
Technology Research Assessment and Services plans, develops and maintains campus
reporting services, Web applications and the institutional LMS for the campus
community. This department also provides project management, training and
documentation for critical projects which help deliver the university’s strategic
objectives.
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Information Technology Systems Division 2010-11 Annual Report
ITSD Major Accomplishments Meeting UNCW Strategic Goals
Each year ITSD highlights projects that not only meet UNCW’s strategic goals, but also provide
UNCW with new and/or improved products, services, efficiencies or resources. This year, ITSD
successfully completed more than 278 projects. Below, we have highlighted some of these
projects and initiatives, each meeting one or more of the university’s 7 strategic goals.
UNCW Strategic Goals:
1. Create the most powerful learning experience possible for our students.
2. Recruit, retain and develop quality faculty, administration and staff in appropriate
numbers.
3. Embrace and enhance diversity throughout the university's constituencies, culture,
curriculum and outreach activities.
4. Create an educational environment that
prepares our students to be global citizens.
5. Strengthen the university’s regional engagement
ITSD featured in
and outreach activities.
Ed Tech Magazine
6. Enhance the quality of UNCW’s environment
article “Protecting
and provide a sustainable campus that is
Portables”
attractive, functional and, above all, safe.
7. Ensure adequate resources to achieve university
http://www.edtechmag.co
goals by increasing public financial support and
m/higher/septemberoctober-2010/protectingprivate giving.
portables-2.html
More details:
http://uncw.edu/aboutuncw/aboutMission.html
ITSD Major Accomplishments/Initiatives:
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Blackboard Learn Pilot and Onsite Hosting – The infrastructure and application
environment were completed for Blackboard Learn, which is hosted onsite. Faculty and
students have completed two semesters in the pilot phase, and in the fall of 2011
Blackboard Learn will be the sole Learning Management System at UNCW.

Microsoft Products for Students – Students are now given the ability to use MS Office at
no cost via the TealWare cloud, and they may also purchase Windows and/or Office for
their computers at drastic discounts.
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TAC Service Points – In addition to the main help desk location, TAC services piloted
expansion to the Learning Commons Service Point, Equipment Checkout and the TAC-O
(TAC Outpost located in Honors Housing) as pilot programs. The TAC provided 291 hours
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Information Technology Systems Division 2010-11 Annual Report
per week of support coverage hours across all locations.
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Flash Drive for Incoming Students – Coordinated by ITSD, this campus-wide initiative
enhances the first year experience for incoming
students by providing them with a preloaded flash
drive. The branded, 4 GB drive contains pertinent
information to assist students in transitioning to
UNCW, and it largely replaces mailings and
documents distributed during orientation sessions.
UNCW/Jarrett Piner
 TechQual+ Survey – ITSD, in collaboration
with Institutional Research and Assessment, conducted the TechQual+ Survey to assess
how ITSD meets service level expectations on the following: connectivity and access,
technology and technology services, end user experiences and other technology
services.
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Apple Certifications – The majority of the ITSD computer consultants obtained Apple
certification (consistent with their Dell certification) in order to provide support for both
Apple and Dell hardware and software for the campus community. This strategically
positions ITSD to support the growing number of students and faculty using Apple
computers on campus.
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Windows 7 and Office 2010 – ITSD completed a pilot project for Windows 7 and began
upgrading faculty/staff computers with Windows 7 and Office 2010 to provide them
with the most current operating system and functionality.
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Microsoft System Center Configuration Manager (SCCM) Implementation – The
implementation of SCCM provides a more efficient methodology for deploying new
campus computers as well as software and software updates. Computer labs and
classrooms can be maintained with minimal downtime, and faculty/staff will have faster
response time for software installations.
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Expanded Wireless Coverage – Wireless network coverage was improved in Seahawk
Crossing for residence students, and wireless capacity was increased in Randall Library,
both upstairs and in the new Learning Commons.
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SeaNet Grade Change Application for the Registrar’s Office – A slow, paper-driven
process was replaced with an electronic process using SeaNet and WorkFlow.
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Enhanced TAC Support – The TAC has enhanced its support and made problem
resolution more efficient through its implementation of new tools, including: remote
access, front desk sign-in and improved processes.
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Student Worker Boot Camp and Training – The Technology Assistance Center (TAC)
provided a week-long training “boot camp” at the beginning of the fall semester for new
and returning student workers to ensure consistent level 1 support/understanding and
readiness on the first day of classes. A Blackboard course was then developed from the
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Information Technology Systems Division 2010-11 Annual Report
Boot Camp materials so that incoming student workers throughout the year can take
advantage of the information.
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Case Management Application – Through collaboration between the Office of the Dean
of Students and the Information Technology Systems Division, UNCW was able to
implement a new Web-based case management system last semester. The database is
designed to track student behavior referrals in order to better assist students in crisis.
This system was highlighted in an article by Monique Colclough (case manager, Office of
the Dean of Students) in Student Affairs On-Line, a Web
publication that highlights the use of technology in the
Student Affairs profession.
UNCW/Jarrett Piner
 5x9s Committee – ITSD established this
committee to review what it would take to create a
culture of 5x9s. The charge included creating a
context/definition for 5x9s and establishing divisional
goal and objectives.
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SPAM Email Processing – ITSD upgraded the software that detects and processes
unwanted emails to a more robust, commercial grade product (Proofpoint). Proofpoint
is more thorough in identifying spam, and at the same time it gives the customer much
more control over retrieving messages that were flagged in error and adding the
senders to a safe list so that future messages are not missed.
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Buildings Rewired – All communications wiring (voice and data) was replaced in King
and DeLoach Halls providing more secure and reliable network infrastructures in these
buildings.
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Comprehensive Communication Strategy – ITSD developed a comprehensive
communication strategy for students, faculty and staff to relay information regarding
services, resources, maintenance schedules and other timely information.
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Expanded Services at Binaries (ITSD Technology Store) – Binaries has increased services
from originally only offering warranty repair to now offering a variety of services
including data recovery, backups, restores and virus removal. The TAC also offers
spyware clinics throughout the week to provide students with the opportunity to learn
how to keep their computers free of
viruses.

UNCW and ITSD Website Redesigns –
ITSD worked collaboratively with
Marketing and Communications and
the campus community to develop a
new UNCW website to provide a
dynamic and engaging experience to
the campus and visitors. ITSD also
redesigned the division’s website under
UNCW/Jarrett Piner
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Information Technology Systems Division 2010-11 Annual Report
a new format and changed the philosophy of information to be more encompassing of
the division and to provide straightforward information to its viewers.
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Upgraded Distance Education Equipment – To meet UNC System ISP Video Standards
and enhance distance education programming and delivery, Randall Library’s Distance
Education Classroom equipment was upgraded.
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ImageNow (enterprise imaging solution) Upgrade – A major ImageNow upgrade (6.5.1)
which allows for Windows 7 deployment and increased features in the Web client
(critical to the Graduate School Process) was completed. Also, the ImageNow conversion
tool was deployed to efficiently process special fonts which are used by some Graduate
School programs.
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Computing @UNCW – The first Computing@UNCW training program was completed
this year. This program is available to all UNCW faculty and staff and provides a
professional development opportunity as well as a certificate of completion for
mastering skills.
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Supplemental Compensation Application – The supplemental compensation application
was deployed in order to present a consolidated picture of an employee’s supplemental
compensation as it relates to federal and state guidelines.
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Core Network and Voice Enhancements – Core network equipment was modernized
and an upgraded firewall solution was installed to accommodate higher data center
speeds, increase security of the campus network and replace equipment approaching
end of life. The replacement of voice gateways at all remote sites was finished. This
upgrade not only replaced aging equipment but also provided cost efficiencies.
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ITSD Committees – ITSD continued internal committees that work to promote retention,
inclusion and outreach. These committees are: Courtesy Committee, Diversity
Committee, Sustainability Committee and Social Committee.
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Mid-Atlantic Banner User Group Conference (MABUG) – Over 300 attendees
representing more than 10 states attended the MABUG conference which was hosted
by UNCW this year. ITSD managed all the details pertaining to this annual conference,
which provides an opportunity for university faculty and staff throughout the midAtlantic region to share cost effective solutions, showcase tools to monitor and improve
student success, and improve operational efficiencies by utilizing enterprise application
development and student information systems.
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External Security IT Assessment – ITSD worked with Secure Enterprise Computing, Inc.
to conduct the following: external assessment, internal network assessment, wireless
network and architecture assessment, physical security assessment, and IT security and
policy and procedure reviews.
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Information Technology Systems Division 2010-11 Annual Report
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SciQuest Integration – The integration of eProcurement and eInvoice for the SciQuest
(uShop) purchasing initiative was completed.
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100% Giving – 100% of the ITSD staff contributed to the university’s giving campaign.
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ITSD Scholarship – ITSD raised over $1900 for the ITSD scholarship.
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Combined Pricing Initiative – UNC General Administration in conjunction with the UNC
CIO’s developed a model to capitalize on the purchasing power of the 17 school system.
This provided UNCW with more options for desktop and laptop computer purchases at
discounted rates.
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Information Technology Systems Division 2010-11 Annual Report
ITSD Major Initiatives for 2011-2012 and Beyond
As part of ITSD’s planning and review, there are many new initiatives that will begin fall 2011.
The following is a list of several of the important initiatives.
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Blackboard Learn – In coordination with Academic Affairs, ITSD will have completed the
migration to the onsite hosted Blackboard Learn platform. Blackboard Learn provides a
robust set of teaching, learning and assessment tools. The onsite hosting will not only
provide improved reliability and stability, but it will also provide the opportunity for
customization and development.

Blackboard Learn Training Course – To help students and faculty get the most out of the
Blackboard Learn experience, ITSD has created a Blackboard Learn online training
course that will educate students and faculty on the basics of Bb Learn. This new course
will begin fall 2011 and will be monitored throughout the semester for use and possible
improvements.

Apple and Dell Non-Warranty Support – In addition to
its current support of Dells under warranty, Binaries will
provide Apple and non-warranty Dell repairs. Binaries
will also supply rentals while repairs are being made,
allowing students to continue to focus on their
coursework.

Right Answers Knowledge Base (KB) – The Right
Answers Knowledge Base will be fully implemented and
will offer clients robust self-help tools and support for
standard applications and processes. This new tool will
provide the campus with 24x7 access to continuously
updated information on the university standard
software applications.
CASE 2011 Circle of
Excellence Awards
Program Awards
Silver to UNCW
Application
http://appserv02.unc
w.edu/news/atuncw/
annview.aspx?id=650
7
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Teal Cloud – Email, Desktops, Labs, etc. – The continued expansion of the Teal Cloud
means that the ongoing need to provide services anywhere, anytime, any device can be
realized sooner. This year we will work with Cameron School of Business, the Learning
Commons and faculty to provide access to software in the “cloud.” In our effort to
provide improved email storage capacity, a “cloud-like” offering for email
storage/archiving will be made available.
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Computer Lab and Classroom Upgrades – Classroom instructor stations will be
upgraded to Windows 7 and Office 2010 to provide faculty and students with the most
current operating system and functionality. This upgrade will also include a more
inclusive set of software on each computer providing faculty with the ability to more
easily teach in any classroom.
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Information Technology Systems Division 2010-11 Annual Report

Student Success/Advising Initiative – As a result of requests for improved advising
technologies, the implementation of degree audit/course roadmap applications
(u.achieve and u.direct) will begin. These tools will allow faculty and students to create
scenarios for completing coursework with the goal of improving graduation rates.
Students will be able to map and audit their progress towards their goals and make
adjustments if/when necessary.
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International Program Data Consolidation – To provide better access and management
of critical university data and information, the various data sources for international
programs and students will be consolidated into a single solution.
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Portal Upgrade of mySeaport – To meet requests for more applications with single sign
on and to enhance functionality for the campus-wide user community, mySeaport
campus portal will undergo a major upgrade to the upcoming release of the portal (7.0).
This upgrade will allow more applications to be presented within the portal
environment and will provide a more seamless user experience.
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Increased Software Support – Utilizing a TAC-created Blackboard training course, the
knowledge base and other resources,
the TAC staff and student workers will
provide improved support of various
software packages such as SPSS, Adobe
products and Blackboard Learn.
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Construction Consultancy – ITSD will
continue collaborating on construction
projects for the Recreation Hall,
Burevitch Lab, MARBIONC Lab, Teaching
UNCW/Jarrett Piner
Lab and others in order to support the
programming needs of these facilities by
providing infrastructure designs and ensuring that completed projects are in compliance
with best practices, ITSD standards and university standards for network
communications.
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Web Infrastructure Improvements –The UNCW website platform will be upgraded to
increase its availability, performance and functionality for our campus community. This
upgrade will also provide ease of use in future redesign and/or upgrade opportunities.
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Umbraco Implementation – This Web content management system will be utilized for
online publications and will optimize the storage and delivery of content on the Web.
This new technology also gives content managers the ability to provide more dynamic
and integrated Web content.
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Telepresence Systems – New technologies allow faculty to push past the barriers of
typical brick and mortar classrooms. This is one of those exciting technologies that will
enhance distance education access and delivery for academic departments and
students. The introduction of new, standards-based technology means that older video
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Information Technology Systems Division 2010-11 Annual Report
conferencing technology and new video conferencing technology can be integrated. This
new technology will be the standard in all Distance Education classrooms and beyond.
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Oracle/Banner (8.5) Upgrade – To strategically position the university to enable the
forthcoming Banner 9 architecture, a major upgrade of the database, application server
and Banner modules will be completed. These continuous upgrades are critical to not
only continuously improving functionality, but also meeting the most recent state and
federal regulations.

Telephone System Upgrade – The university telephone system will be upgraded in
order to become compatible with future versions of the institutional email collaboration
platform. It will also include new client features and disaster recovery options to better
support communication requirements for the university.

Executive Dashboard / SAS – Working with the UNCW Cabinet, deans and department
chairs, ITSD will begin to design and build the campus SAS development and QA
environments to provide the platforms that support institutional, data-driven strategic
decision making.

Backup Infrastructure Upgrades – To keep pace with the data growth of our institution,
ITSD will add capacity to the system that protects campus information assets. This
upgrade enables better protection of data by copying to disk, followed by tape, in case
of a hurricane or other natural disaster.

Oracle Infrastructure Enhancements – ITSD will increase the number of database
specific security scans to ensure that information is secure. Also, work will be performed
to upgrade and streamline the management of Test and Development Oracle databases.
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Information Technology Systems Division 2010-11 Annual Report
ITSD’s 2010-11 Goals & Results
Goal 1: Ensure our services are strategic, visible and relevant by increasing outreach activities
to the UNCW community to add to the overall productive operations of UNCW.
ITSD met this goal by increasing outreach to the UNCW community in numerous ways, including
but not limited to the following:
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Provided A/V support and services at campus events including Convocation, Board of
Trustees, Commencement and many other university and departmental events.
Attended over 50 campus events promoting the division’s robust service offerings.
Expanded B1NAR1ES services.
Expanded and enhanced services in the Learning Commons.
Piloted a TAC Outpost location in the residential area of campus.
Piloted the Telepresence implementation.
Redesigned the ITSD website.
Provided Computing 101 & 201 classes for UNCW faculty and staff.
Provided Security Awareness presentations.
Led UNCW Flashdrive project which provides incoming students with pre-loaded flash
drives.
Provided enhanced services to campus (i.e., Right Answers, NearPoint, ImageNow
upgrades, etc.).
Hosted an ITSD student worker celebration highlighting the accomplishments of our
students.
Goal 2: Ensure that processes, services and products are secure and reliable and are
implemented, tested and tuned using best practices as a guiding principle. Deliver mission
critical applications with 99.999% availability.
ITSD made every effort to meet this goal in the following ways:
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Responded to Remedy incident tickets within established service levels.
Increased efficiency of downtime weekends.
Established a 5x9’s Committee to review systems and discuss ways to provide
continuous improvement in system availability and stability.
Improved procedures in desktop support & management through the use of new
technologies.
Implemented new technologies to provide increased availability of systems.
Provided Security Assessments for various departments at UNCW, thus facilitating
network and system security across campus.
Implemented best practices for systems following external reviews.
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Information Technology Systems Division 2010-11 Annual Report
Goal 3: Continue to develop a divisional culture which enhances staff morale, promotes staff
development and retention, and fosters effective communications, collegiality, service, and
inclusiveness.
ITSD met this goal by taking numerous actions, including but not limited to:
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Hosted ITSD coffee breaks, “Chili Cook-off” and additional activities to promote staff
inclusion and engage the division.
Continued our ITSD committees: Social, Diversity and Courtesy committees.
Encouraged staff to attend conferences, when appropriate: MABUG, Summit, UNC
Cause, etc.
Read “Fred” (ITSD Kudos) comments at each division meeting.
Provided staff opportunities for flexible work schedules and teleworking.
Honored staff at yearly ITSD Awards.
Promoted training & professional development for staff (i.e., Apple certification, MS
certification, Web developer training, Java training,
etc.).
Goal 4: Support the campus and local community by
participating in strategic partnerships such as the “Grow It
Your Way” Faculty-Staff Campaign while encouraging
other opportunities for volunteerism at UNCW and the
larger Wilmington community.
ITSD met this goal by supporting the campus and the
community in numerous ways, including but not limited to:
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ITSD in the News!
“Outstanding
Technology
Innovations Help
UNCW Win National
Award”
http://appserv02.uncw.edu/
news/artview.aspx?id=2994
100% participation of ITSD staff in donating to the
UNCW Grow it Your Way campaign.
Contributions to the ITSD Scholarship fund in
excess of $1900.
Staff participation in community events (i.e., Relay for Life, Beach Sweep, Special
Olympics).
Support for the Hillcrest Lab, including support of equipment and network.
Staff participation in many events such as Move-In and Graduation.
Contributions for Coat Drive, Food Drive, Toys for Tots, and the Angel Tree.
Staff volunteers in various community groups (i.e., Boy Scouts, Turtle hospital).
Staff participation in “Adopt a family” and “Adopt a highway.”
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Information Technology Systems Division 2010-11 Annual Report
2010-11 Departmental Goals & Results
Department of Client Technology Services (CTS)
(which has since become 2 separate departments: Technology Assistance Center and Services,
Classroom and Computer Technology Services)
Goal 1: Educate our students about available IT services to create the most powerful learning
experience possible.
ITSD staff participated in over 53 campus events to provide information and answer technology
questions for students. These events included, among others: orientation sessions, on-campus
fairs, Seahawk Saturday, Soaring to Greatness, etc. In addition to the campus events listed
above, the TAC and Binaries are both in very visible places (the library and the university union)
and provide technology information and assistance to students.
Goal 2: Support a powerful learning experience for our students by decreasing classroom
technology downtime.
CTS has increased Deep Freeze usage in classrooms, has upgraded classrooms to the newer
version of Deep Freeze and has replaced hard drives and upgraded RAM in classrooms across
campus to increase the speed and decrease downtime of computers. Realizing that the
classroom technology has become even more critical to our faculty and students, ITSD created a
classroom support group at the end of 2010-11. This group will have a more focused approach
to support for technology in the classroom and will be able to respond to classroom issues and
emergencies more quickly to keep classroom downtime to a minimum.
Goal 3: Support a powerful learning experience for our students while fostering a superior
faculty and staff by resolving more reported technology issues on first contact.
In 2010-11, CTS had 41,212 reported Remedy tickets, of which, 17,662 were resolved on first
contact resulting in a 43% first contact resolution rate which is a 5% increase over the previous
year. The TAC attended numerous training sessions and utilizes remote access software to
increase the ability to resolve more issues on first contact.
Goal 4: Support a powerful learning experience for our students by increasing support,
services and sales out of B1NAR1ES.
B1NAR1ES increased support to students by offering new services and products. These included:
Microsoft Windows 7, Microsoft Office (for PC and Mac), hardware repair of Dell and Apple
computers, data backup and recovery service, and software installation service. The B1NAR1ES
store was remodeled to provide a student friendly atmosphere and to streamline the workflow.
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Information Technology Systems Division 2010-11 Annual Report
Office of IT Security (ITS)
Goal 1: Maintain and sustain a secure ERP posture without compromise of sensitive
information.
The IT Security Office successfully performed ERP account provisioning without incident. The IT
Security Analyst (ERP) did a phenomenal job in ensuring that Banner account provisioning was
conducted in accordance with pre-established State of NC regulatory mandates.
Goal 2: Create culture of security whereby entire campus is engaged.
IT Security achieved this objective through aggressively providing the following to our faculty,
staff and students: creation of the Information Security Certification Program; a Computing 101
security component designed for faculty and staff; and IT newsletters for faculty, staff and
students. We also conducted periodic network vulnerability and sensitive information scans in
accordance with State of North Carolina regulatory requirements and Payment Card Industry
Data Security Standards (PCI DSS).
Goal 3: Ensure compliance in areas of Information Technology Security for ITSD.
IT Security conducted periodic Information Security assessments, both internal and external, in
accordance with provisions set forth in the State of North Carolina Office of the State Auditor’s
letter dated March 19, 2010, to the Chancellor of UNCW. Our division underwent an extensive
30-day external Information Technology Security Assessment that revealed no major security
vulnerabilities or deficiencies. Internal audits conducted on the operations of ITSD reflected no
major findings relative to data security.
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Information Technology Systems Division 2010-11 Annual Report
Integrated Enterprise Solutions (IES)
Goal 1: Improve development/project processes to increase staff time available for strategic
and proactive analysis.
IES has adopted two new development and project strategies that have allowed the staff time to
be more proactive in their development.
Goal 2: Effectively and securely deliver business process automation tools to the campus
community.
IES deployed multiple solutions (applications, systems, practices) that include, but are not
limited to: increased the efficiency in processing Graduate School applications; reduced the man
hours needed by 15 per week to facilitate grade changes, generate transcripts and process reenrollees; increased the efficiency of financial transaction upload processing; reduced by 8
hours/week error correction in transaction processing by providing an electronic verification
process; provided a process for financial data upload; increased from monthly to bi-weekly
tuition payment processing; integrated student employee time clock directly with payroll;
provided hiring units a mechanism to maintain salary compliance; provided an electronic
prompting to gather missing information reducing the manual effort by 16 hours per week;
consolidated and displayed an accepted student’s progress in becoming a Seahawk via the Teal
Ticket, streamlining the process and allowing the support staff to more effectively guide an
incoming student through the process.
Goal 3: Promote effective development by embracing proven & current technologies &
practices while building redundancy of staff skills and responsibilities.
IES has incorporated three current & cost effective best practices over the past year. We have
emphasized cross training, and held two vendor based and five self-taught cross training
sessions.
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Information Technology Systems Division 2010-11 Annual Report
Network and Communications (NetCom)
Goal 1: Maintain a functional, high performing, secure, and resilient communications network
environment that supports university students, faculty and staff.
NetCom provided the university community with an upgraded, high-availability communications
network supporting both data and phone. This past year Netcom upgraded equipment
supporting the communications network by adding redundancy and failover capable systems to
the core university network.
Goal 2: Continue to provide the highest level of customer service.
NetCom resolved over 3,800 service requests which included personal interaction with clients,
phone programming, infrastructure support and more. We also worked to create custom
solutions for the campus including network, phone and distance education services.
Goal 3: Provide cost-effective, reliable and functional communications services while
exploring emerging technologies that meet the diverse and evolving needs of the university.
NetCom's cost-effective approach to supporting campus communications (phone and data) was
demonstrated with the new method of self-managing “maintenance and support” for non-core
equipment. To meet the evolving campus wireless technology needs, NetCom increased the
number of wireless access points on campus.
Goal 4: Explore new or untapped revenue streams and consolidate and solidify the existing
ones by highlighting the value contained therein.
NetCom has renegotiated existing contracts to gain better efficiencies in licensing, while at the
same time offering a greater ROI for existing contracts. NetCom also avoided significant costs in
2010-11 by purchasing warranted, refurbished equipment to refresh and expand end-point
network infrastructures.
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Department of Operations & Systems Administration (OSA)
Goal 1: Provide effective data center infrastructure management by reducing our electrical,
cooling, and equipment footprint through consolidation, virtualization, and management of
server
This department has made significant strides in the past year in managing our data center
infrastructure. We consolidated the services provided by 56 servers into our virtualization
infrastructure. We consolidated and upgraded our storage area network (SAN) infrastructure
increasing the performance of accessing storage and database resources. These consolidation
efforts have decreased our space and electrical footprint by enabling the removal of five racks of
equipment.
Goal 2: Provide enhanced service to our university community through deployment of
automation technology and development of technical documentation.
OSA presented at the MABUG conference; gave tours and presentations on our data center
facilities to faculty, staff, and students; and collaborated with other UNC institutions to share
our technical knowledge and experiences with our community. OSA worked to automate and
streamline the SharePoint-based electronic leave form and also developed automated
integration files from our Active Directory for applications.
Goal 3: Ensure the availability, capacity, and recoverability of systems and services provided
by our department.
OSA has worked over the past year to enhance our systems and storage availability, and we
completed our first production virtualization deployment that includes 10 Gb Ethernet with
redundant local area network (LAN) switches. We deployed the Blackboard Learn database
infrastructure on our first clustered Oracle database platform deployment. OSA streamlined our
process of nightly builds of pre-production databases to include our SQL Server databases to
validate our database backup sets. OSA completed our first baseline Oracle load test (hybrid)
benchmark peaking at 1 million transactions per minute to ensure our platform can meet the
needs of our community.
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Office of IT Resource Management (ITRM)
Goal 1: Expedite order processing and financial reporting to directors.
This goal was satisfied by completing fund reconciliations by the 15th of each month and
providing open encumbrance reports to directors by 5 p.m. each Friday. Also, a sole source
justification document was created and posted to SharePoint to assist directors with this
process.
Goal 2: Provide computer inventory assistance to campus.
This goal was satisfied by providing six computer transfer training classes and uploading the
PowerPoint presentation to the ITSD website for those who were unable to attend the class.
Goal 3: Promote cost savings.
Resource Management’s processors continually research UShop vendor pricing and also contact
non-UShop vendors to comparison shop for the best prices. Over the last year, Resource
Management worked with two of ITSD’s departments to return two leased vehicles, and these
departments were able to find better ways to utilize vehicles on hand to accomplish tasks.
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Department of Technology Research Assessment and Services (TRAS)
Goal 1: Implement operational efficiencies.
Modifications to the Project Request system and project management process were
implemented to streamline the process of requesting IT projects for the campus community.
These included adjustments to the project request application and the introduction of pre- and
post-project assessments. Other initiatives included developing and distributing the UNCW Flash
drive which contains information for incoming students; streamlining integration between the
portal and custom applications; implementing thin computing solutions; fully redesigning the
ITSD website; and completing the infrastructure and application environment for Blackboard
Learn.
Goal 2: Enhance campus engagement and professional development.
ITSD engaged the campus by leading the initiative to host the Mid-Atlantic Banner User Group
Conference (MABUG). TRAS developed and implemented a targeted communication plan to
ensure timely distribution of information and services. Other campus engagement initiatives
included the redesign of the entire UNCW website; completion of the first Computing@UNCW
training program for faculty and staff; and the development of an advanced training program,
Computing 201. We also developed and delivered classroom training for Web Content Managers
and online modules for Turning Technologies “Clickers,” Blackboard Learn and SkillPort. Staff
attended Web Certification training, Blackboard training, and they also presented at
conferences such as AHECTA, UNC CAUSE, and MABUG.
Goal 3: Create synergy within department to better allow research and assessment of
emerging technologies.
ITSD led a pilot for the use of Apple iPads and various eReaders. Additionally, TRAS researched
the effective use of emerging technologies such as Blackboard Learn modules and building
blocks, software versioning for application development, thin client solutions, SharePoint and
dashboard solutions, and mobile application development and deployment solutions. TRAS
continues to utilize collaboration sites on SharePoint for sharing research information and best
practices. The application development team continues to utilize a code repository for efficient
and rapid application development.
8/2011
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Information Technology Systems Division 2010-11 Annual Report
National Awards and Recognitions for ITSD Projects
ITSD is proud of its continual recognition from local, regional and national agencies. Below are a
few of the awards and recognitions from 2010-2011.
ED TECH Magazine features ITSD's Zachery Mitcham
Magazine excerpt:
Students at the University of North Carolina Wilmington have
a choice when they buy their notebook computers. They can
opt to spend a few extra dollars on a license for a tracking
service — or not.
Zachery Mitcham, UNCW’s senior information security officer,
is pretty clear about how easy the choice is: “It’s a no-brainer.
These tools prove themselves so many times over that we
always encourage students to buy the licenses.”
Zachery Mitcham
(Photo credit: Charles Harris)
The tracking tools may be proven, but if used alone they’re not enough protection.
Mitcham says UNCW takes a layered approach, deployed in depth, to all kinds of
security issues, including those regarding portable hardware and the critical information
they often carry.
Full article: http://www.edtechmag.com/higher/september-october-2010/protectingportables-2.html
CASE 2011 Circle of Excellence Awards Program Awards Silver to UNCW Application
“UNCW's Advancement Services has won a Silver award from the Council for Advancement and
Support of Education (CASE) for a customized vendor software process that was developed
collaboratively by Information Technology Systems Division, Advancement and Admissions.”
Full Article: http://uncw.edu/it/bulletin/2011/06/case-2011-circle-of-excellence-awardsprogram-awards-silver-to-uncw-application
UNCW Wins 2010 Digital Education Achievement Award
“UNCW's Information Technology Systems Division (ITSD) has been selected as a 2010 Digital
Education Achievement Award winner…The award recognizes exceptional digital technology
projects in higher education that have enriched education for students and teachers. UNCW was
recognized for the Value Add in the Hand mobile initiative, a collaborative project between ITSD
and the faculty startup company Mobile Education, LLC...”
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Full Article: http://www.uncw.edu/articles/2010/10/outstanding-technology-innovations-helpuncw-win-national-award/
8/2011
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Information Technology Systems Division 2010-11 Annual Report
2010-11 Annual Allocation & Gifts
UNCW Budget Allocation
The 2010-2011 annual allocation process was unique in that the University Cabinet determined
that due to potential budget cuts the most strategic use of the funding would be to allocate the
permanent funding on a one time basis. This decision allowed the ever-increasing list of critical
capital improvement projects to be addressed. The Cabinet evaluated each proposed project
and prioritized funding allocations to implement these critical capital improvement projects.
Thanks to this process, ITSD was able to complete the following university projects at a total cost
of $1,063,331.















Replace an outdated and unsupported Matrix Switcher in Distance Education room
Purchase IT security scanner providing a more proactive approach to network and
system security across campus
Purchase U-Direct student planning and advising tool
Purchase the DARS (curriculum audit tool) upgrade to integrate with U-Direct
Increase virtual data storage space
Upgrade the enterprise imaging (Image Now) hardware and software to current version
Purchase the Image Now reporting package for improved security/access control
reporting
Upgrade TealWare servers for more capacity
Replace data network equipment in Dobo, King and Physical Plant
Install SharePoint Management software for more efficient creation and management
of sites
Conduct an IT Security Assessment as part of ITSD’s ongoing assessment strategy
Replace network closet locks with Cipher locks
Purchase and Install TAC Knowledge Base in preparation for Fall 2011 rollout
Replace phase I of manhole lids to better secure network infrastructure
Upgrade equipment in the Alderman Hall CDT operations room as requested by the
Chancellor’s Security Council
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Institutional Technology Gifts
SAS Institute
In-kind gift of $297,600 in newly acquired software and $60,000 in
software renewals representing a retail value of $357,600 to be used
for educational purposes
Dell
In-kind gift of SAN storage and SAN implementation services
representing a retail value of $207,400
IBM
In-kind gift of server equipment representing a retail value of $13,380
to be used for educational purposes
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Select ITSD Stats
The following are a series of pertinent statistics such as network and system availability,
system/application usage, items or incidents and other measures. These statistics provide a
yearly and an institutional view of the daily operations of ITSD. ITSD uses a variety of tools to
collect the data listed in the tables below.
System and Network Availability:
System*
% Time Up
Email (mail.uncw.edu):
99.949%
SeaNet (seanet.uncw.edu):
99.834%
Blackboard Learn (learn.uncw.edu):
99.283%
Banner:
99.858%
ODS:
96.549%
SharePoint (share.uncw.edu):
99.983%
Web (www.uncw.edu):
99.967%
ImageNow (web):
95.231%
* The system uptime statistics are collected using ITSD System Monitoring equipment in our data
center locations. The statistics do not reflect localized network outages from an Internet Service
Provider or locations outside ITSD-maintained data center facilities. These statistics are
represented as an average of the uptime of all the individual components that comprise a service
or the uptime of the load balanced service address.
Network**
Internet connection:
% Time Up
99.955%
**Based on information provided by UNCW’s internet service provider MCNC/NCREN
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Infrastructure Statistics:
Systems and Storage
SharePoint sites created / managed:
Total Number
4,777
Databases managed (Oracle and SQL):
190
Virtual machines managed:
348
Amount of disk storage:
324TB
Amount of data saved to tape every night:
Approx. 10TB
Building Infrastructure Upgrades
Total Number
New buildings added to the campus communications network:
Wireless Access Points installed (all new higher speed):
Distance Education Classrooms installed:
4
210
3 (2 with Telepresence)
Hours of programming in the Distance Education Classrooms:
2,803 hours
Building connections to internet upgraded to 1G (10x faster):
15
Amount of fiber optical communication cable installed:
37,495 feet
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Classroom Enhancements, Projects and Statistics:
Classroom & Computer Technology Services
Total Number
Projectors upgraded:
42
Instructor computers upgraded:
28
Monitors upgraded:
40
Total academic spaces supported:
265
Total computers supported in academic spaces:
1196
Lifecycle computers ordered:
534
Total computers supported in non-academic spaces (does not
include smart phones, iPads and other mobile devices):
4472
SkillPort CBT Usage
09-10
10-11
% increase
Total users:
2,588
4,555
76%
Total completions:
4,190
6,233
49%
Total course accesses:
5,117
7,739
51%
Distinct courses accessed:
498
690
39%
Miscellaneous
Total Number
UNCW Web pages converted to new website design:
2,506
Newsletters & publications produced by ITSD:
12
Projects managed and completed:
350
New Academic Research Computing projects:
10
Students employed by ITSD:
63
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Services Provided:
Email & Phone
Total Number
Average Internet email messages sent/received per day:
Approx. 1 million
Average SPAM messages captured per day:
Approx. 800,000
Callers serviced at the university switchboard:
21,085
Calls to the university:
1,364,188
Calls from the university:
1,176,215
NetCom trouble tickets resolved
TAC Services
3,800
Total Number
Remedy incidents resolved:
47,863
Remote support sessions:
1,734
Laptops checked out by TAC:
68,913
Other items checked out by TAC (headphones, flash drives, etc):
12,139
Software copies sold at Binaries Tech Store:
4,350
IT Security
Total Number
Security vulnerability scans for computing devices:
65,025
DMCA violations processed:
1,388
New account requests:
Account updates:
E-Discovery cases supported:
Firewall rules managed:
957
2,816
13
2081
8/2011
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Information Technology Systems Division 2010-11 Annual Report
TechQual+ Survey Stats
ITSD, in collaboration with Institutional Research and Assessment, conducted the TechQual+
Survey. Several of the projects highlighted in previous sections of this report are a result of the
feedback from this survey, including expanded wireless, the Blackboard training course, the
flash drive project and an expanded communication strategy.
The survey has a three-tiered approach to assessing service level performance. The tiers are:
what I require; what I prefer; and what you provide. This is the first of this type of external
analysis/survey conducted by ITSD. There were four areas surveyed. The results of each area are
listed below.
Connectivity and Access
This section measures service quality of network access and the ability to access online services.
9
8
7
6
5
4
3
2
1
0
Having
wireless
Having Having network
adequat adequat coverage
e
e
in all the
capacity capacity areas
(speed, (speed, that are
bandwid bandwid importa
th) when th) when nt to me
using the using the as a
wired wireless faculty,
network network student,
or staff
member
Having a
universit
y
network
that is
reliable,
available
, and
perform
s in an
acceptab
le
manner
Having
access to
importa
nt
universit
y
provided
technolo
gy
services
from my
mobile
device
Having
access to
importa
nt
universit
y
provided
technolo
gy
services
from off
campus
when at
home…
What we expect
6.54
6.17
6.72
7.12
5.36
6.45
What we prefer
8.54
8.39
8.43
8.61
7.3
8.15
What you provide
7.22
6.72
7.18
7.56
6.55
7.27
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Information Technology Systems Division 2010-11 Annual Report
Select Technology & Technology Services
This section measures service quality of technology services, such as software applications or
classroom technology.
9
8
7
6
5
4
3
2
1
0
Access to
timely and
relevant
information
from
university
information
systems
(finance,
HR, student,
library, or
portal)
necessary to
be…
Having
online (i.e.
web based)
services that
perform (or
respond) in
an
acceptable
manner
Having
technology
within
classrooms
or meeting
areas that
enhances
the
presentatio
n of
information
Having a
university
web site
that
provides
timely and
relevant
information
Having a
sufficient
number of
online (i.e.
web based)
services that
are helpful
to me
Having
university
information
systems
(finance,
HR, student,
library, or
portal) that
are easy to
use and are
helpful to
me
What we expect
6.74
6.52
6.78
6.81
6.91
6.76
What we prefer
8.37
8.14
8.38
8.34
8.45
8.35
What you provide
7.24
7.38
7.3
7.42
7.41
7.36
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Consumer Experience
This section measures service quality of training, technology support and the customer
experience.
9
8
7
6
5
4
3
2
1
0
Getting
training or
self-help
resources
that help
me become
more
effective
with
technology
services at
my
university
Support
staff who
are
knowledgea
ble and can
assist me
with
resolving
problems
experienced
with
technology
services at
my
university
Support
staff who
are
consistently
courteous
and ready
to respond
to my
request for
assistance
with
university
provided
technology
services
Getting
timely
resolution
to problems
I am
experiencin
g with
technology
services at
my
university
Opportuniti
es to
provide
feedback
regarding
technology
services at
my
university
Participating
in a
university
wide
community
of end users
seeking to
make the
best use of
technology
resources
What we expect
5.97
6.78
6.95
6.98
5.89
5.83
What we prefer
7.82
8.37
8.43
8.48
7.63
7.48
What you provide
6.98
7.48
7.81
7.55
7.24
6.88
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Information Technology Systems Division 2010-11 Annual Report
Other Technology Services – UNCW/ITSD Created Questions
9
8
7
6
5
4
3
2
1
0
Having online
(i.e. web
based) services
that perform
(or respond) in
an acceptable
manner when
talking/teachin
g a Distance
Education
course.
Having support
staff who are
knowledgeable
Providing a
and can assist
secure
me with
environment
Providing
resolving
that
timely and
problems
effective
safeguards
experienced
your personal communicatio
with
information
n and/or
technology
and the
notification
services when
from ITSD/TAC.
campus'
taking/develop
computing
ing/teaching a
resources.
Distance
Education
course.
What we expect
6.58
6.61
7.6
6.88
What we prefer
8.14
8.19
8.68
8.3
What you provide
7.09
7.3
8.05
7.88
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Staff Highlights
Degrees Obtained
Ryan Wendel
Master of Business Administration (May 2011)
Academic Courses Completed
Name
Course Title
Yvonne Brown

Psych 223 (Human Dev)
Sandy Easley

Weather and Climate



MIT-540
MIT-500
CSC 121 - Introduction to
Computer Science 1
MIS 534 - Information Security
Management
MIS 592 - Topics in Computing
CSC 544 - Network Programming
MIS 555 - Database Management
Systems
Jonathan Graves

Keith Greats
Mark Grover
Adalia Hiltebeitel




Project Management [10/21/1011/23/10]

MIS 565 - Analysis, Modeling &
Design
MIS 534 - Information Security
Management
MIS 567: Software Architecture &
Development Practices
XACS101-012 Software Security
Foundations (Stanford University)
XACS130-014 Using Cryptography
Correctly (Stanford University)
Instructional Systems Design:
Theory and Research: MIT 500
The Systematic Approach to



Sunny Salguero


Shawn Stevenson

Degree Sought (if any)
BA
MS
MSCSIS
Personal Professional
Development through
Cameron School of
Business
MSCSIS
Advanced Computer
Security Certificate
(Stanford)
MS Instructional
Technology
8/2011
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Information Technology Systems Division 2010-11 Annual Report
Patty Thompson





Kesha Williams

Laura Zefiretto


Performance Improvement: MIT
502
Rhetorical Theory
Business and Organization
Communication
Communication Theory
Spanish 101 (ECU)
Principles of Instructional Design:
EDTC6020 (ECU)
Intro to Instructional Technology
EDTC6010 (ECU)
Public Speaking Com 110
Business Writing ENG 312
BA Communication
Studies
MS Instructional
Technology (ECU)
BA Communication
Studies
UNCW Academic Courses Taught
Sandie Goodwin
UNI 101
Tara Thompson
UNI 292
UNCW Guest Lectures
Jeff Hunnicutt
MIS 534
Zachery S. Mitcham
MIS 534, MBA/MIS 513
Jim Moravansky
EDN 303
Jarrett Piner
UNI 101, ENG 212, MIS 513
Tami Violette
Isaac Bear Technology Lectures (2)
Mike Yelverton
MIS 534
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Information Technology Systems Division 2010-11 Annual Report
ITSD Awards & Recognitions
Kris Anderson
Nominee ITSD 2010 Professional Development Award
Brian Barrett
ITSD Innovation Service Award 2010
Matt Gayford
Nominee ITSD 2010 Professional Development Award
Sandie Goodwin
ITSD 2010 Cultural Competence Service Award
Nominee ITSD 2010 Innovation Award
Professional Development Service Award 2010
Nominee ITSD 2010 Professional Development Award
Upsilon Pi Epsilon Honor Society
Mark Grover
Adalia Hiltebeitel
Jeff Hunnicutt
ITSD Innovation Service Award 2010
Carlene Jackson
Nominee ITSD 2010 Customer Service Award
Cindy Kaiser
ITSD Customer Service Award 2010
Sandy Marlow
Nominee for ITSD 2010 Customer Service Award
Patty Stugg
Nominee ITSD 2010 Innovation Award
Tara Thompson
Nominee ITSD 2010 Customer Service Award
Lonice Wilson
Nominee for ITSD 2010 Customer Service Award
Mike Yelverton
ITSD Innovation Service Award 2010
Certificates / Certifications Obtained
Laura L. Allen

Webmaster Certificate, NCSU Computer Training Unit
Todd Bartlett

Email Archiving Systems Engineer
Daniel Beguhl



Dell Online Self Dispatch Notebook Certification
Apple Certified Hardware Technician
Mac OS X 10.6 Certification
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Information Technology Systems Division 2010-11 Annual Report
Brett Carpenter


Apple Certified Hardware Technician
Mac OS X 10.6 Certification
Terri Cook

Foundations of Supervision
Sandy Easley

Finance Training Level 2
Kevin Farver


Dell Online Self Dispatch Desktop Certification
Dell Online Self Dispatch Notebook Certification
Jonathan Graves

Webmaster Certificate, NCSU Computer Training Unit
Bob Greene

UNCW LEAD Certification Program

Apple Certified Hardware Technician Mac OS X 10.6
Certification
Microsoft Certified Technology Specialist: Windows 7,
Configuring (MCTS: Windows 7)
Apple Certified Macintosh Technician (ACMT)
Certificate in Project Management (UNCW-CSB)
Microsoft Certified Trainer - 2011
Dell Certified Online Self Dispatch (Printer, Policies &
Procedures, PowerVault, Desktop, PowerConnect, Notebook,
Blade, Poweredge)

Mark Grover




Vernon Haley

Adobe Flash
Brett Heroux


Infocomm - Certified Technology Specialist
Certificate of Completion - School of Configurable Control
Systems for Higher Education


Dell Desktop Certification
Dell Laptop Certification

Software Security Foundations – Stanford Center for Prof.
Development
Securing Web applications – Stanford Center for Prof.
Development
Dave Kirk
Latashia McCormick
Zachery S. Mitcham
Viet Pham


Carnegie Mellon Software Engineering Institute Course
Fundamentals of Incident Handling




Apple Certified Support Professional
Dell Notebook Proficiency Certification
Dell Desktop Proficiency Certification
Webmaster Certificate, NCSU Computer Training Unit
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Information Technology Systems Division 2010-11 Annual Report
Scott Piner

Apple Re-certification
Sunny Salguero

ImageNow Client Administrator Training Certificate
Shawn Stevenson


Apple Certified Hardware Technician
Mac OS X 10.6 Certification
Patty Stugg

Foundations of Supervision
Kenny Sumner

Security+ Certification
Shaun Sundquist

Apple Certified Macintosh Technician
Tara Thompson

Webmaster Certificate, NCSU Computer Training Unit
Kesha Williams


Apple Certified Hardware Technician
Mac OS X 10.6 Certification
Laura Zefiretto

UNCW Computing 101 Certificate
Conferences Presented
Kris Anderson
MABUG 2010, UNC CAUSE 2010
Terri Cook
MABUG 2010
Jonathan Graves
AHECTA 2010, UNC CAUSE 2010
Robert Greene
MABUG 2010
Leah Kraus
MABUG 2010, UNC CAUSE 2010
Betsy McIntosh
MABUG 2010
Kane McKenzie
MABUG 2010 (3 sessions)
Zachery S. Mitcham
North Carolina University Auditors Association, UNC CAUSE 2010
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Information Technology Systems Division 2010-11 Annual Report
Bruce Myers
AHECTA 2010, UNC CAUSE 2010
Jeff Stanfield
UNC CAUSE 2010
Patty Stugg
MABUG 2010
Tara Thompson
UNC CAUSE 2010
Kevin Violette
Campus EAI
Dana Ward
MABUG 2010 (2 sessions), UNC CAUSE 2010
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Information Technology Systems Division 2010-11 Annual Report
Appendix A – Divisional Org Chart with Functions/Services
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Information Technology Systems Division 2010-11 Annual Report
Appendix B – ITSD Governance
Student IT Advisory Council
The Student IT Advisory Council is charged with assisting in the prioritization of students'
technology needs and requirements at UNCW. The council serves the office of the Vice
Chancellor of ITSD and is comprised of 10-15 representatives from a diverse range of students
across campus, including Isaac Bear Early College High School (IBEC) students. The primary goal
of this committee is to enhance and increase information technology services to students in
order to best meet their academic, social and extracurricular needs.
Member
Title / Group Represented
Dr. Debra Saunders-White, Chair
Vice-Chancellor, ITSD
Tara Thompson
ITSD Staff
Deji Adeleke
Student / Senior
Brandon Bell
Student / Senior
Amanda Benson
Student / Senior
Skyler Bunn
Student / Senior
Emily Burchette
Student / Freshman
Brendan Cook
Graduate Student
Bryan Florkiewicz
Isaac Bear Early College Student
Daniel Frazier
Isaac Bear Early College Student
Caroline Rae Gerrell
Student / Freshman
William Henderson
Student / Sophomore
Sarah Martin
Student / Freshman
Austin Howard Myers
Student / Freshman
Aaron Nix
Isaac Bear Early College Student
Matthew Pettenati
Student / Senior
Ricky Santamaria
Student / Senior
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Information Technology Systems Division 2010-11 Annual Report
Academic Research Technologies Committee
The Committee for Academic Research Technologies is charged with providing overall direction
to efforts addressing our researchers with the tools and infrastructure needed to facilitate their
research efforts. Committee research includes the exploration of high performance and grid
computing, high-speed networks, virtual environments and technical resources. The committee
is comprised of members from academic departments and ITSD.
Member
Group Represented
Tony Copeland, Co-chair
ITSD
Dr. Karl Ricanek, Jr., Co-chair
Academic Affairs
Dr. Jeff Brown
Academic Affairs
Dr. Mark Imperial
Academic Affairs
Dr. Daniel C. Johnson
Academic Affairs
Dr. Ruthanne Kuiper
Academic Affairs
Dr. Hee-Seung Lee
Academic Affairs
Dr. Florence Martin
Watson School of Education
Dr. Ned Martin
Academic Affairs
Dr. Stephen S. Meinhold
Academic Affairs
Parker Moran
ITSD
James Mothershed
ITSD
Xiaoyan Qi
Academic Affairs
Dr. Ann Stapleton
Academic Affairs
Dr. Ron Vetter
Academic Affairs
Dr. Ulku Yaylacicegi
Academic Affairs
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Information Technology Systems Division 2010-11 Annual Report
UNCW Information Security Council
The primary purpose of the Information Security Council is to provide guidance to the university
community and affiliated organizations regarding how to best ensure that our information
resources are protected. UNCW is committed to ensuring that the institution’s information
resources are protected, reliable, confidential and uncorrupted.
Member
Group Represented
Zachery S. Mitcham, Chair
ITSD
Sean Ahlum
Student Affairs
Sharon Boyd
Business Affairs
Tervanne Carrington
Academic Affairs
Tony Copeland
ITSD
David Donaldson
Business Affairs
Jeff Ertzberger
Watson School of Education
Dr. Dargan Frierson
Academic Affairs
Dana Harris
Chancellor’s Office
Stan Harts
Business Affairs
Dr. Ruth Anne Kuiper
Academic Affairs
Cindy Lawson
Chancellor’s Office
Bruce Myers
ITSD
Dr. Sridhar Narayan
Academic Affairs
Thom Rakes
Student Affairs
John Scherer
Chancellor’s Office
Kevin Violette
ITSD
Dr. Ulku Yaylacicegi
Academic Affairs
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Information Technology Systems Division 2010-11 Annual Report
Banner Project Leads
The Banner Project Leads serve in an advisory capacity to ITSD on Banner-related projects, and
they are responsible for approving baseline Banner modifications and data standards. They are
also responsible for communicating information to their respective units. The project leads are
comprised of ITSD staff and key personnel representing each Banner module. This group meets
twice a month.
Member
Group Represented
Kevin Violette, Chair
ITSD
Sean Ahlum
Student Affairs
Kris Anderson
ITSD
Michael G. Barnes
Academic Affairs
Slayde Barnes
ITSD
Gilbert Bowen
Academic Affairs
Holly Bowen
ITSD
Tervarne R. Carrington
Academic Affairs
Colin Chapman
ITSD
David A. Childers
Academic Affairs
Jeanne Cole
ITSD
Terri A. Cook
ITSD
Suzie Daughtridge
University Advancement
Amy Davis
ITSD
Michelle Dickens
Business Affairs
Andrea Dorow
Student Affairs
JoAnne Ferguson
Business Affairs
Nadine Flint
Business Affairs
Matt Gayford
ITSD
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Information Technology Systems Division 2010-11 Annual Report
Kimberly Goerne
Academic Affairs
Art Goodwin
ITSD
Sandie Goodwin
ITSD
Dr. Nicholas Hudson
Academic Affairs
Lisa Laverick
Business Affairs
Latashia McCormick
ITSD
Betsy McIntosh
ITSD
Suseel Pallapu
ITSD
Dan Pfohl
Academic Affairs
Andrea Powell
Chancellor’s Office
Stefanie Powell
Chancellor’s Office
Thom D. Rakes
Student Affairs
Cindy Retchin
Business Affairs
Sunny Salguero
ITSD
Don Sloan
ITSD
Jessie Sova
Academic Affairs
Patty Stugg
ITSD
Brenda Teague
Academic Affairs
Beverly Vagnerini
ITSD
Carole D. Wilson
Business Affairs
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Information Technology Systems Division 2010-11 Annual Report
UNCW Committee for IT Strategic Planning
The Committee for IT Strategic Planning is comprised of faculty and staff and acts as an advisory
committee to ITSD on strategic IT issues. The committee's charge includes, but is not limited to,
evaluating and recommending IT standards for computers, networks, classroom technologies
and software for the campus community. It also organizes and oversees two sub-committees: 1)
the UNCW Baseline Standards for Computers and 2) the Technology Innovations Grant Initiative.
The committee meets a minimum of two times each semester.
Strategic Planning Group
Member
Area Represented
Leah Kraus, Co-Chair
ITSD
Dr. Johnson Akinleye, Co-Chair
Academic Affairs
Dr. Debra Saunders-White, Ex Officio
ITSD
Tony Copeland
ITSD
Suzie Daughtridge
University Advancement
Dr. Vance Durrington
Watson School of Education
Lindsey Farwick
Residence Hall Association
Dr. Lorraine Lee
Academic Affairs
Dr. Stephen Meinhold
Academic Affiars
Ashley Nassar
SGA
Thomas Rakes
Student Affairs
Allison Rankin
Public Service
Dr. Susan Roberts
School of Nursing
Carol Strickland
Business Affairs
Dr. David Webster
Academic Affairs
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Information Technology Systems Division 2010-11 Annual Report
Operational Team
Tami Violette, Chair
ITSD
Sean Ahlum
Student Affairs
Dana (Chip) Bobbert
Public Service
David Childers
Academic Affairs
Sue Cody
Academic Affairs
Jeff Ertzberger
Watson School of Education
Jeff Hunnicutt
ITSD
Dr. Richard Olsen
Academic Affairs
Dr. Bryan Reinicke
Academic Affairs
Charles Soden
SGA
Stephen Swart
Business Affairs
Marcus Turner
University Advancement
Anne Zabriskie
Academic Affairs
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Information Technology Systems Division 2010-11 Annual Report
Appendix C – ITSD Internal Committees
ITSD Diversity Committee
Member
ITSD Department Represented
Beverly Vagnerini, Chair
Technology Resource Assessment & Services
Rusty Beckwith
Network & Communications
Sandy Easley
IT Resource Management
Sandie Goodwin
Technology Resource Assessment & Services
Parker Moran
Operations & Systems Administration
Johnny Nipper
IT Security
Viet Pham
Technology Assistance Center Services
Sunny Salguero
IT Security
Don Sloan
Integrated Enterprise Solutions
Social Committee
Member
ITSD Department Represented
Jeff Stanfield, Chair
Classroom & Computer Technology Services
Mary Lou Andrison
IT Resource Management
Colin Chapman
Integrated Enterprise Solutions
Jonathan Graves
Technology Resource Assessment & Services
Ellen Gurganious
Operations & Systems Administration
Fredrika Miller
Classroom & Computer Technology Services
Matt Stone
Network & Communications
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Information Technology Systems Division 2010-11 Annual Report
5 x 9s Committee
Member
ITSD Department Represented
Tony Copeland, Chair
Operations & Systems Administration
Kris Anderson
Technology Resource Assessment & Services
Andrea Arbogast
Technology Resource Assessment & Services
Brian Barrett
Network & Communications
Holly Bowen
Integrated Enterprise Solutions
Robert Greene
Technology Assistance Center Services
Laketa Hammonds
Operations & Systems Administration
Cynthia Kaiser
IT Resource Management
David Kirk
Classroom & Computer Technology Services
Zachery Mitcham
IT Security
Bruce Myers
Technology Resource Assessment & Services
Wesley Padgett
Network & Communications
Steve Perry
Network & Communications
Patricia Stugg
Technology Resource Assessment & Services
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Information Technology Systems Division 2010-11 Annual Report
Appendix D – Non-ITSD Committees & Members
Member
Committee
Yvonne Brown
UNCW Staff Senate
Sandie Goodwin
MABUG 2010 Conference Committee
Jeff Hunnicutt
MCNC Network Services Operations Council
UNC-GA Net-Study Group
Dave Kirk
CPI Technical Committee – UNC-GA
Leah Kraus
SACS Steering Committee
QEP Task Force
UNC CIO
Latashia McCormick
Enterprise Coordination Systems Team
Kane McKenzie
QEP Ambassador
Zachery S. Mitcham
UNC-GA Information Security Council
UNCW Chancellor’s Safety and Security Council
UNCW Emergency Operations Group Committee
UNCW Chancellor’s Expanded Cabinet
Cape Fear Community College Advisory Committee
UNCW Institution Risk Management Committee
UNCW Calendar Committee
Parker Moran
UNCW Vision 2020 sub-committee
Shawn Murphy
UNCW Staff Senate
Bruce Myers
Campus Space Steering Committee
Daniel Noonan
MCNC Video Conferencing Task Force
Steve Perry
UNCW Sustainability Committee
UNCW Enterprise Risk Management
UNCW Continuity of Operations
2010 & 2011 UNC CAUSE Conference Committee
Sunny Salguero
Enterprise Coordination Systems Team
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Information Technology Systems Division 2010-11 Annual Report
Lori Speakman
ACHRS (Advisory Committee Human Resources)
Jeff Stanfield
MCNC Collaborative Services Work Group
Lecture-Capture Task Force
UNCW School of Nursing Director’s Leadership
Council
Patty Stugg
MABUG 2010 Conference Committee
Beverly Vagnerini
MABUG 2010 Conference Committee
Kevin Violette
CampusEAI Consortium Advisory Committee
Dana Ward
Residency Appeals Committee
Laura Zefiretto
Human Resources Advisory Council
Wellness Committee
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