University of North Carolina Wilmington
Information Technology Systems Division
Annual Report 2008-09
Table of Contents
From the Vice Chancellor ............................................................................................... 2
ITSD - The Division......................................................................................................... 4
Mission Statement ........................................................................................................ 4
The Departments .......................................................................................................... 5
IT Governance ............................................................................................................. 15
ITSD 2008-09 Key Performance Indicators ................................................................... 21
Training and Professional Development ...................................................................... 37
Information Technology Awards and Recognitions ...................................................... 44
ITSD Partnerships ........................................................................................................ 46
1
From the Vice Chancellor – Dr. Debra Saunders-White
Information technology (IT) has become a commodity on university
campuses and in our everyday lives. Simply stated, we expect it to
work just as we expect the lights to go on every time we enter a room
and flip the switch; however, UNCW does not view IT merely as a
utility like electricity, but as a strategic asset. We understand that IT
services/tools provide instructional delivery, support administrative
functions and sustain the campus requirement, not only for gathering, storing and disseminating information,
but also for basic, everyday and immediate communication demands necessary to our campus community.
This year as the economic downturn consumed most media, UNCW realized that information technology
allocated strategically could indeed be an assistive tool in campus innovation and revitalization.
Understanding that there are basically two options in an economic and budgetary crisis--either “hunker
down” or innovate--the Information Technology Systems Division at UNCW decided to capitalize on existing
investments and the extraordinary human resources in the division and embrace technology innovation as
its mantra. The entire division galvanized behind the ideology of being agile and innovative to meet the
needs of the campus community. Members of our division worked tirelessly to create, in some cases, and
refine in others, technology offerings. We were determined to emerge a better organization and provide
enhanced offerings in spite of the conditions of the budget. Using innovation as our guide, we turned a 200809 budget reversion of $68,596 permanent funding and $433,000 one time funding into as many positive
outcomes as possible.
Our innovations included embracing thin/blended client technologies. We used Citrix and cloud computing to
develop a mechanism to facilitate software distribution and extend our computer replacement dollars.
UNCW’s new cloud computing environment, Tealware Anywhere, was launched in April 2009 for students,
faculty and staff. In fall 2009, we plan to expand offerings to provide more students and faculty with easier
access to their discipline specific software.
The campus budget reversion philosophy included the “holding back” of 45 percent of life cycle funds. We
stretched these funds by working with departments/divisions using Tealware and asking areas to prioritize
requests and work through a rollout/reuse plan. Through this collaborative effort, UNCW was able to meet
priority one requests for most areas and all of the requests from the academic community.
This year, we introduced SharePoint to the campus. The entire division was involved in the deployment of
this collaborative tool. SharePoint has already received rave reviews, while proving invaluable in the
university’s efforts to compile documents for the fifth year SACS Review. SharePoint has become viral on
our campus. Without formal announcement and after only three months of implementation, SharePoint has
approximately 1,200 sites and sub-sites in use among divisions, departments, teams and communities on
our campus. This product has received positive feedback in its comprehensive approach of needs
assessment, training and implementation.
Safety and security are critical to all campus communities. This year, ITSD took the lead in several important
safety initiatives, which included: a comprehensive emergency notification service to send e-mail and cell
phone voice and text messages; a cable TV emergency interrupt system for the campus cable TV
infrastructure; and a classroom intercom system to provide faculty with a direct link to campus police in case
of an emergency.
2
The need for a comprehensive security office is essential to our current IT environment. Through
reallocation and reorganization, we increased our security office personnel to provide this mission-critical
service. A compliance officer was put in place and a user security analyst joined the IT security team to meet
campus and external IT security requirements. The enhanced security office at UNCW is now better
equipped to respond to the varying and increasing demands for IT security.
The ongoing partnership between ITSD and the Wilmington Housing Authority (WHA) demonstrates this
division’s commitment to community. As part of this collaboration, ITSD provided surplused computers and
computer support to a newly created UNCW-WHA lab and conducted weekly technology workshops for
WHA residents. This type of outreach and innovation is indicative of this division’s participation in meeting
the goals set forth in UNC Tomorrow.
We also sought external funds to assist us in our efforts to innovate under the constraint of shrinking
budgets. ITSD received a $1.2 million grant of in-kind services, $750,000 of which was added to the
university’s comprehensive campaign, from CampusEAI (CEAI). CEAI is an international consortium that
provides access to a development environment and a suite of products to support portal services. This new
portal will offer our faculty, students and staff not only the robust single sign-on and functionality of our
existing portal, but it will also provide the flexibility to customize the look and content to meet individual
styles and needs.
The media pounded us this year with constant coverage of the worst economic crisis since the Great
Depression. Cloaked in the uncertainty of continued employment and the rhetoric of furloughs, members of
this division nevertheless embraced the spirit of philanthropy and annual giving. For the second year in a
row, ITSD can boast an achievement of 100 percent participation in the UNCW Annual Giving Initiative.
Through deed, we consistently demonstrate our commitment to soaring to greatness.
During the August 2008 Division Retreat, ITSD framed our key performance indicators, eleven this year, to
facilitate an operational plan that focused on innovation and customer service. We began the retreat with a
division “read-in” of Mark Sanborn’s national bestseller, The Fred Factor. The four basic principles described
in this book helped inspire our continued discussions on operations and customer service throughout the
year. We asked each individual within the division to commit to becoming a “Fred” and to continuously
reinvent themselves in order to develop and nurture skills that will help us all be more innovative.
Leadership and innovation in IT can and should reach beyond desktops, servers, networks and software, so
this year, ITSD made a division-wide commitment to focus on sustainability. We created a Green Team that
developed ten goals for the division. The details of this initiative and our other KPIs are included in Section II
of this report.
Both innovation and commitment to excellence from each member of ITSD are clearly demonstrated during
a year when many IT and other departments have suffered low morale and productivity. Our mission
statement indicates that we are dedicated to lead, to collaborate and to support. This 2009 Annual Report
demonstrates this division’s commitment to our mission and to excellence in support of UNCW’s community
of scholars.
With warm regards to the entire university community,
3
ITSD - The Division
The Information Technology Systems Division is an agile and dynamic organization that is able
to address the ever-changing and growing needs of a 21st century community of scholars. ITSD
demonstrates its ability to foster growth and improvements while simultaneously providing
opportunities for exploring and increasing the use of emerging technologies.
ITSD Staff in CIS Building
Mission Statement
The Information Technology Systems Division is an innovative organization committed to
providing a technologically progressive environment for students, faculty and staff.
We are dedicated:
--to lead
--to collaborate
--to support
with cost effective services that promote the mission of our university.
4
The Departments
ITSD is comprised of the Office of the Vice Chancellor and nine departments that all work
collaboratively to best support the campus community. Descriptions of the departments,
including their mission statements and organizational charts, can be viewed on the following
pages.
ITSD Staff in front of Hoggard Hall
5
Department of Client Technology Services (CTS)
Mission
The Department of Client Technology Services provides operational support and services to
enable faculty, staff and students to use technology effectively. Specifically, this department:
Provides user support and technical services for initial incident reporting and resolution
including problem tracking and escalation to other support units
Manages the operation of the Technology Assistance Center (TAC) and ResNet
Manages the onsite Technology Store, B1NAR1ES, which houses the Dell Warranty
Service Center
Maintains public labs, kiosks/browsing stations and laptop checkout programs (in Randall
Library and Fisher Student Center)
Supports special events
Manages Computer Operations
Manages the Classroom Technology Assistance Plan
Client Technology Services
6
Department of Integrated Enterprise Solutions (IES)
Mission
The Department of Integrated Enterprise Solutions is dedicated to providing innovative, stable,
cost effective and secure technical support and maintenance of enterprise solutions to the
campus community. Specifically:
Day to day support for production applications and systems
Timely implementation of upgrades and releases
Development and analysis to support the operational requirements and mandates for
production applications and systems
User access for production applications
Integrated Enterprise Solutions
7
Department of Network and Communications (NC)
Mission
The Department of Network and Communications is a service and support unit of ITSD serving
the university through:
Planning, implementing and managing infrastructures to support:
o data communication services
o telephone services including E-911 and voice mail
o cable TV services
o satellite services
Overseeing infrastructure design and construction for new and renovated buildings and
underground conduit / cabling systems
8
Department of Operations & Systems Administration (OSA)
Mission
The Department of Operations and Systems Administration is responsible for the planning,
installation, management and support of the central computing and data storage infrastructure
which enables faculty, staff and students to utilize UNCW’s information technology resources for
teaching, research, public service, administration and information management. This
department:
Manages and operates the central computer systems and storage infrastructure
Manages and operates the core systems supporting academic research computing and
experimental environments
Evaluates and recommends new and emerging technologies to support strategies for the
UNCW community of scholars
Provides fundamental services to the campus in such areas as:
o information collaboration, e-mail and calendaring
o database services, authentication and security
o enterprise data backup and recovery
Operations and Systems Administration
9
Department of Technology Enhanced Learning (TEL)
Mission
The Department of Technology Enhanced Learning provides leadership in the deployment and
support of academically focused technologies. Through collaboration with faculty and student
advocates, this department aggressively conducts outreach initiatives that seamlessly integrate
information technology resources into a powerful learning environment. Specifically, this
department:
Collaborates with faculty to build a technology enriched classroom experience
Provides support and training for online courses
Provides professional development programs for faculty and staff
Assesses programs that are practical and responsive to the needs of all faculty and
students
10
Department of Technology Needs Assessment and Consulting (TNAC)
Mission
The Department of Technology Needs Assessment and Consulting acts as the point of entry to
the Information Technology Systems Division and is the department where new technology
initiatives are assessed for feasibility and fiscal impact. The department engages the university
community by:
Coordinating needs assessment and planning for new and potential IT initiatives
Providing information technology consulting services
Supporting process improvement efforts
Providing project management for broad impact initiatives
Technology Needs Assessment and Consulting
11
Department of Technology Research and Development (TR&D)
Mission
The Department of Technology Research and Development implements and supports software
technologies which serve the needs of the campus community. Additionally they ensure
compliance with UNCW policies and standards and provide appropriate documentation to
successfully transfer products to a production environment. Furthermore, this department:
Completes requests from campus customers for modifications, enhancements and new
developments
Provides an assessment of alternate and emerging technologies
Handles information dash boards/score cards and report writing
Coordinates Internet and intranet Web site content management solutions for the campus
Is responsible for technical utility, ease of access and functional navigation of the
university’s internal and external Web presence
12
Information Technology Security Office (ITS)
Mission
The Information Technology Security Office is charged with safeguarding and coordinating the
protection of the confidentiality, integrity and availability of all information processed, stored or
transmitted using university electronic resources by:
Providing comprehensive information security awareness and training
Ensuring compliance with all federal, state and local legislation relative to information
security
Developing, promulgating and reviewing UNCW information security policies
Conducting frequent information security inspections, audits and assessments
Taking proactive measures in order to counter threats, vulnerabilities and cyber-attacks
Reviewing Disaster Recovery / Business Continuity plans and testing them via drills and
exercises
Facilitating the ITSD change management program
Conducting timely investigations and responses to computer security related incidents
IT Security Office
13
Office of Resource Management (RM)
Mission
The Office of Resource Management effectively and efficiently manages the fiscal and human
resources to meet the goals of the division and mission of the university in accordance with state
and university policies and procedures.
IT Resource Management
14
IT Governance
Committee for IT Strategic Planning
The Committee for IT Strategic Planning, comprised of faculty and staff, 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.
Members
Name
Co-Chairs: Ms. Leah Kraus,
Dr. Stephen McFarland
Mr. Sean Ahlum
Mr. Dana (Chip) Bobbert
Dr. Cem Canel
Dr. Terrence Curran
Mr. Cory Douglas
Ms. Suzanne Daughtridge
Dr. Vance Durrington
Dr. Dargan Frierson
Dr. Sherman Hayes
Ms. Nanette Manning
Dr. David Mautz
Dr. Stephen Meinhold
Dr. Sridhar Narayan
Dr. Richard Olsen
Mr. Wesley Padgett
Dr. Daniel Pfohl
15
Title
Associate Vice Chancellor, ITSD
Vice Provost
Administrative Assistant,
Housing and Residence Life
TV Producer/Director I, Public
Service
Department Chair, Information
Sys and Operations Mgmt
Associate Provost, Academic
Affairs Provost
SGA – Vice President for
Technology
Director Advancement Services
& PMR, University Advancement
Department Chair, SEC ED
University Division
Information Technology
Academic Affairs
Student Affairs
Professor, Mathematics and
Statistics
University Librarian, Randall
Library
Associate Director
Academic Affairs
Associate Professor,
Accountancy and Business Law
Associate Dean of Research,
Graduate School,
Associate Professor, Computer
Science
Department Chair,
Communications Studies
Associate Director, Network and
Communications
Associate University Library
Systems, Randall Library
Academic Affairs
Public Service
Academic Affairs
Academic Affairs
Student
University Advancement
Academic Affairs
Academic Affairs
Institutional Research
Academic Affairs
Academic Affairs
Academic Affairs
Information Technology
Academic Affairs
Dr. Susan Roberts
Dr. Debra Saunders-White
Ex Officio
Mr. Stephen Swart
Dr. Marcus Turner
Dr. Peggy Turner
Assistant Professor, School of
Nursing
Vice Chancellor, ITSD
Academic Affairs
Assistant Director, Business
Applications
Assistant Director Gift Analysis,
University Advancement
Director, Disabilities Services
Business Affairs
Information Technology
University Advancement
Student Affairs
Committee for Academic Research Technologies
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 13 members from academic departments and ITSD.
Members
Name
Mr. Tony Copeland, Co-chair
Dr. Karl Ricanek, Jr., Co-chair
Dr. Jeff, Brown
Dr. Dale Cohen
David Gill
Dr. Tom Janicki
Dr. Ruthanne Kuiper
Dr. Ned Martin
Ms. Xiaoyan Qi
Dr. Ann Stapleton
Ms. Phoebe Tseh
Dr. Ron Vetter
Dr. Ulku Yaylacicegi
16
Title
Operations and Systems
Administration
Computer Science
Department of Mathematics
Department of Psychology
Watson School of Education
Information Systems &
Operations Management
School of Nursing
Department of Chemistry &
Biochemistry
Center for Marine Science
Department of Biology &
Marine Biology Admin.
Technology Enhanced
Learning
Department of Computer
Science
Information Systems &
Operations Management
University Division
Information Technology
Academic Affairs
Academic Affairs
Academic Affairs
Academic Affairs
Academic Affairs
Academic Affairs
Academic Affairs
Academic Affairs
Academic Affairs
Information Technology
Academic Affairs
Academic Affairs
IT Student Advisory Council
The IT Student 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. 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.
Members
Name
Dr. Debra Saunders-White,
Chair
Ms. Tara Thompson
Title
Vice Chancellor
University Division
Information Technology
Technology Needs
Assessment and Consulting
Information Technology
Christine Appleton
Brandon Bell
Maurice Benson
Student
Student
Student
David Childers
Phillip J. Deal
Cory Douglas
Kyle Fidalgo
Leah Henderson
Greta Luksyte
Ashley Martin
Chris O’Neill
Bennett Rainey
Ricky Santamaria
Student
Student
Student
Student
Student
Student
Student
Student
Student
Student
Isaac Bear IT Student Advisory Council
The Isaac Bear IT Student Advisory Council is a diverse group of early college/high school
students 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 Isaac Bear. The primary goal of this committee is to
enhance and increase information technology services to UNCW students by providing ITSD
with an understanding of the needs of the next generation of university students.
Members
Name
Dr. Debra Saunders-White,
Chair
Ms. Tara Thompson
Samantha Boyer
17
Title
Vice Chancellor
University Division
Information Technology
Technology Needs
Assessment and Consulting
Information Technology
Student
Michael Escobar
Student
John Graham
Sara Hallbick
Danielle Hands
George Hausmann
Travis Koenig
Arry Lazoridis
Jennifer Lofton
Ashton Merritt
Elizabeth Murray
Nikhil Patel
Markita Patterson
Dalton Riggs
Abria Roland
Tyeika Willis
Student
Student
Student
Student
Student
Student
Student
Student
Student
Student
Student
Student
Student
Student
IT Communication Liaison Group
The IT Communication Liaison group serves as ITSD's primary contact for the communication
and dissemination of information regarding support, services and training that affect either a
specific area or the entire campus. The main role of each liaison is to distribute pertinent
information in a timely, effective manner across their area. Each division, college and school has
a designated liaison. Periodically, the liaisons will meet with ITSD leadership to discuss issues
and initiatives, such as upcoming software upgrades, scheduled outages, major release or
implementation rollouts, training and other important IT-related changes or events that the
campus needs to be aware of and—in some cases—prepare for.
Members
Name
Ms. Beverly Vagnerini, Chair
Mr. Dana Bobbert
Ms. Molly Castagno
Ms. Suzie Daughtridge
Dr. Jeff Ertzberger
Ms. Ann Freeman
Ms. Andrea Powell
Ms. Claire Primrose
Dr. Thom Rakes
Dr. Susan Roberts
Dr. George Schell
18
Title
Director, TNAC & TR&D
TV Producer/Director
Manager, Web Strategies
Director, Advancement
Services
Director of Technology
Budget Manager/BOT
Secretary
Computer Production
Specialist, Human Resources
Accounting Technician
Associate VC/ Director Career
Services
Associate Professor School of
Nursing
Associate Dean Cameron
School of Business
University Division
Information Technology
Public Services
Marketing & Communications
University Advancement
Academic Affairs
Chancellor
Chancellor
Academic Affairs
Student Affairs
Academic Affairs
Academic Affairs
Ms. Carol Strickland
Ms. Wanda Underwood
Dr. David Webster
Vacant
Director, Financial Systems
Administrator, Graduate
School
Associate Dean College of
Arts & Sciences
Athletics
Business Affairs
Academic Affairs
Academic Affairs
Chancellor
Banner Project Leads
The Banner project leads serve in an advisory capacity to ITSD in Banner-related projects and
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.
Members
Name
Mr. Kevin Violette, Chair
Mr. Tervarne Carrington
Ms. Jeanne Cole
Ms. Suzie Daughtridge
Ms. Dana Harris
Ms. Latashia McCormick
Ms. JoAnn McDowell
Ms. Betsy McIntosh
Ms. Andrea Powell
Mr. Don Sloan
Ms. Carol Strickland
Ms. Patricia Stugg
Ms. Sandie Sue
19
Title
Director, IES
Business Systems Analyst
Office of the Provost
Business and Technology
Analyst, IES
Director Advancement
Services
Director, Internal Audit
Security Liaison, IES
Director of HR Administration,
Human Resources
Business and Technology
Analyst, IES
Computer Production
Specialist, Human Resources
Business and Technology
Analyst, IES
Director, Financial Systems
Project Development/
Implementation Manager,
TR&D
Project Manager, TNAC
University Division
Information Technology
Academic Affairs
Information Technology
University Advancement
Chancellor
Information Technology
Chancellor
Information Technology
Chancellor
Information Technology
Business Affairs
Information Technology
Information Technology
ITSD Diversity Committee
The ITSD Diversity Committee is charged with developing a diversity plan that aggressively
builds a community of IT professionals at UNCW who mirror the greater society. The committee
works with the division to ensure that all search committees for employment are diverse as
defined by skill, gender, race and color. They also work to ensure that all hiring pools are
diverse.
Members
Name
Mr. Zachery Mitcham , Chair
Ms. Lynn Allen
Ms. Lou Andrison
Ms. Amy Davis
Ms. Adalia Hiltebeitel
Mr. George Kent
Ms. Tashia McCormick
Mr. Kane McKenzie
Mr. Bruce Myers
Mr. Wes Padgett
Mr. Scott Piner
Ms. Lori Speakman
Ms. Dana Ward
20
Title
IT Security Officer, IT Security
Administrative Assistant
Office Assistant IV, RM
Business & Tech Analyst, TR&D
TAC Support Technician, CTS
Computer Consultant, CTS
Security Liaison, IES
Bus and Tech App Analyst, OSA
Business & Tech Analyst, TNAC
Associate Director, NC
Computer Consultant, CTS
Systems Programmer, OSA
Instructional Sup/Special Svc,
TEL
University Division
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
Information Technology
ITSD 2008-09 Key Performance Indicators
ITSD adopted the metrics of key performance indicators (KPIs) to facilitate definition and
measure progress toward tactical divisional goals, some of which are knowledge-based
processes. These KPIs are aligned with UNCW’s strategic plan. ITSD’s Executive Council
embraced these metrics before the beginning of the year and refreshes them annually.
I.
Implement fifteen information technology initiatives that provide for ubiquitous
computing to our community of scholars, promote e‐branding, automate internal
processes, enhance university operations, and contribute cost avoidance or savings
to the ITSD budget.
BROAD IMPACT INITIATIVES
Banner 8.1 upgrade: ITSD was able to perform this upgrade in-house, utilizing SunGard
webinars, saving $61,000 (in vendor training & services).
CampusEAI Portal: Gift in kind in excess of one
million dollars was acquired to develop a new UNCW
Portal. UNCW will have access to the best technology
available to ensure the successful deployment of an
enterprise portal solution for the entire campus
community which will replace the current UNCW
SeaPort and SeaNet portal and save the university a
significant amount of money.
21
Change Control Application: ITSD developed a change control process and created a
custom application for tracking changes utilizing the Remedy infrastructure. By developing
this application in-house, ITSD avoided a vendor solution cost of $40,000.
Classroom Control System Service: In house servicing of A/V Media classroom control
panels / systems contributed to a cost avoidance of approximately $6,000 (cost of hiring
outside technicians).
Equipment Recycling: Recycling parts from computers being sent to surplus has allowed
ITSD and UNCW to keep out-of-warranty computers ―alive‖ longer which reduces the need
for individual departments to purchase replacement parts. With this process, ITSD has been
able to replace about 3 dozen computers. In addition, ITSD was able to replace 6 power
supplies and several CD-ROM drives. In doing so, the university has avoided over $40,000 in
new computer purchases.
Event Management System (EMS): Effective July 1, 2009, UNCW will standardize EMS as
the university electronic calendar and scheduling system. This effort will eliminate duplicate
systems and save the university dollars in maintaining, operating and training users on
multiple platforms.
Exchange Upgrade to version 2007: Exchange upgrade on VMware yielded $135,000 in
cost avoidance by not having to purchase new server hardware. The use of virtualization
technologies provides isolation from hardware failure and decreases hardware maintenance
costs. Exchange 2007 provides a more feature-rich environment for Outlook Web Access
(OWA) which is the primary e-mail access method for students.
Holiday Greeting Card (e-card only
version): ITSD developed an e-card holiday
greeting card in 2008 to fully replace a printed
holiday card. This in-house development
contributed significantly to cost avoidance, as
similar custom e-cards are priced $10,000$20,000 depending on the complexity of the
design. The e-card was viewed by 8,732 people.
ImageNow: Five scripts were written to run against the registrar’s files in ImageNow to
comply with retention. Based on past experience with the ImageNow vendor (Perceptive) this
will result in a cost avoidance of approximately $10,000.
InfoPath Forms: ITSD developed InfoPath forms stored in SharePoint that utilize custom
made workflows for the Registrar’s office. This development converted a weeks-long ―paper
process‖ to an ―entirely paperless‖ day-long process.
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Leveraging partnerships:
Dell: Through our partnership with Dell, ITSD was granted 10 Dell certification
exams in 2008–09, providing a cost avoidance of $1,790.
SkillSoft: Through our partnership with SkillSoft, ITSD renegotiated a 10-pack
custom course bundle in SkillPort and reduced hosting and development costs,
for an annual cost savings of $7,500.
Lifecycle Initiative and Free Dell laptops: Due to budget constraints, ITSD revised the
process for allocating and prioritizing lifecycle dollars and systems which involved meeting
with each division, school or UNCW representative to gather a list of priorities and determine
a rollout plan. This plan allowed new machines to be placed in high priority locations and also
created a process for getting more ―life‖ out of other systems. On April 9, 2009, when the
Governor’s budget directive stopped any purchase that could not be delivered within 6 days,
ITSD worked with Purchasing, Dell and Apple and got most of the lifecycle order delivered in
time. When 26 Dell laptops did not make the delivery, ITSD worked with Dell to secure those
laptops as a gift, totaling almost $33,000.
Luminis upgrade: In house upgrade of Luminis saved the university $20,000 (which was the
requested amount of money by outside vendor / technicians for services).
Oracle Infrastructure upgrades: Oracle upgrades were deployed for the production Banner
platform that will yield $12,000 in annual hardware maintenance by consolidating the
development test environments onto a single database platform. The new platform leverages
Oracle and EMC storage technology to replicate data between multiple storage arrays to
provide better performance and redundancy.
PDF Add-in: Most faculty and staff who have purchased Adobe Acrobat in the past needed
the product for the sole purpose of creating .PDF files. With the release of Microsoft’s free
―SaveAsPDF‖ add-in, most faculty and staff will be able to do everything they need to do at
no cost, saving $49.17 per person. If the 780+ individuals who previously purchased Adobe
Acrobat use this add-in instead of purchasing the new version of Acrobat (when it is time for
them to renew), there will be a campus-wide cost avoidance of over $38,350.
Pinnacle Software upgrade: In house upgrade of Pinnacle software yielded approximately
$16,000 in cost avoidance.
Reporting Repository: A user-friendly reporting repository is now live and available via the
Web for all UNCW faculty and staff to log in and execute reports. The conversion from
Cognos software to Microsoft's SQL Server Reporting Services (SSRS) for campus reporting
saves the university money in annual maintenance costs and also increases the accessibility
of information for the campus community. (Note: Microsoft SSRS reporting services have
been enhanced with a redundant front-end Web deployment to ensure availability of reporting
to the various university data sources.)
SPA Digital Evaluation Form: ITSD converted the SPA blended evaluation form (HR paper
document used for all SPA employees) into a digital form.
SPSS: ITSD, with assistance from the College of Arts and Sciences and UNCW Research
Services and Sponsored Programs, purchased the server version of SPSS. This version
23
allows licenses to be renewed on the server instead of updating each individual machine.
This not only reduced the yearly maintenance cost by approximately $1000 but also allows
SPSS to be installed on an unlimited number of campus-owned machines and allows 250
concurrent connections (as opposed to the 500 installation restriction of our previous
contract).
Select Survey Application upgrade: In house upgrade of Select Survey yielded a cost
avoidance of $500.
SharePoint implementation: This new collaboration platform is refining the way
departments share files and information with others at UNCW. We have over 800 sites and
sub-sites and continue to receive requests for this growing resource. SharePoint allows users
to collaborate electronically on documents, thus avoiding printing, paper and ink cartridge
costs.
Shibboleth/Ramses implementation: Shibboleth/Ramses was implemented for the Office
of Sponsored Programs to assist with managing and administering grants. This
implementation will yield significant indirect savings by making this office more efficient.
SkillPort Custom Courses: ITSD developed specific online custom courses which reduce
the need for instructor-led sessions and save time and space.
a. Banner Navigation: Online course reduces need for instructor-led sessions and
provides 24/7 training opportunities to employees beginning the Finance training
program. There have been 49 course completions (over 37 hours of training)
since 10/13/08.
b. Unlawful Workplace Harassment courses (2) (Faculty/Staff and Manager): Two
online courses provide an alternative to mini-conferences and enable employees
to receive required training without scheduling additional conferences. SkillPort
provides course completion information essential to Human Resources. There
have been 275 course completions (over 210 hours of training) since 10/29/08.
TealWare - Your Software Anywhere:
TealWare is a service that provides
application hosting and virtualization
services for students, faculty and staff.
This computing cloud has been
upgraded and enhanced with a hardware
and software platform upgrade. Our
available license capacity has been
increased from 100 concurrent users to
275 concurrent users.
Transient Study Form: ITSD developed an automated process for students to submit and
route transient student forms. Prior to the automated application, processing these forms took
two to four weeks. Forms now are processed within days. This initiative has greatly improved
efficiency, saved university dollars and is focused on student satisfaction.
24
Turning Technologies Campus Reward Program: By promotion and sales of Turning
Technologies ―student clicker‖ response system, UNCW was rewarded 25 free Turning
Technologies "Clicker" receivers that will be disbursed throughout the campus in the summer
of 2009, resulting in $2,500 in savings.
Unified Messaging: ITSD implemented Unified Messaging to replace the existing voice mail
system that was end of line. This system provides for several efficiently related functions for
faculty, staff and students such as the ability to listen to voice mails through e-mail, listen to
e-mail over the phone and transfer their UNCW extension to another number including cell
phones.
Videoconferencing Rental Services: By implementing a revenue generation program for
non-university participants who wish to rent videoconferencing services, ITSD generated
receipts via private sector room rentals of over $6,400 dollars in 2008-09.
Watch Your BudgIT
e-newsletter: In an effort to share
ways members of the UNCW
community can "do more with less"
and reduce our carbon footprints on
the planet, ITSD regularly sends out the ―WatchYour BudgIT‖ e-mail newsletter. This enewsletter includes tips for cost and operational efficiencies, in addition to ways to save
money on hardware, software and energy usage.
Workflow Automation: ITSD created a workflow to automate the Account Deletion/Creation
process. This automation is estimated to save 5 worker-hours/week.
SAFETY INITIATIVES
Connect-ED Emergency Notification: In
collaboration with Environmental Health &
Safety and Marketing and Communications,
ITSD upgraded UNCW emergency
notification to the Connect-ED
communication service from Blackboard
Connect Inc., to deliver time-sensitive
notifications to students, faculty and staff.
The service provides campus leaders the
ability to reach the entire UNCW campus
community with information and updates
during unforeseen events or emergencies,
within minutes, through phone calls
(voicemail), e-mails and/or text messages.
Intercoms in Classrooms: In a continuing effort to provide a layered approach to safety on
the UNCW campus, ITSD has purchased IP Intercom systems for 207 classrooms and 15
additional locations across campus. These intercoms will allow an instructor to notify campus
police with the touch of a button if there is any type of emergency in or around the classroom.
25
It will also allow announcements to be made to these classrooms as well as give the
instructor the ability to call for technical support.
Landline Phones in Residence Halls: In an effort to increase safety, ITSD provided every
residential student with a landline telephone. A survey indicated that the phones were not
used frequently; however, the campus will continue to make landlines available to residential
students for safety reasons.
Security Camera Servers Relocated: Fourteen security camera servers in on-campus
housing were relocated to the ITSD computer room to provide for a more secure and stable
environment.
SYSTEM OPERATIONAL INITIATIVES
Apple Xserve Deployed: Apple Xserve was deployed to support and streamline campus
updates to the Apple OS X computing platform and provide lab imaging services for this
platform. This has decreased the lab rebuild time considerably for our consultants.
Firewall Upgrade: The chassis and supervisor card for the campus firewall were upgraded,
providing higher performance and a more reliable, fault tolerant gateway to the Internet.
Furlough Automation: A routine was written to automate the furlough process which will
result in time efficiencies and a more accurate process.
IPEDS: New IPEDS requirements were successfully implemented to assist the university with
tracking and reporting ethnicity data.
Mailbox Size Increased: The mailbox size for faculty and staff was increased to 240MB
warning, 245MB unable to send, and 250MB unable to send or receive. The mailbox size for
students was increased to 990MB warning, 995MB unable to send, and 1GB unable to send
or receive.
Oracle Security Scanning Tools: These tools have been utilized to provide baseline
configuration and security auditing on our database infrastructure.
Organizational Efficiencies:
The OSA and IES directors’ positions were internal promotions which saved
university dollars and presented opportunities for ITSD staff.
The ARC support position was an internal reassignment.
An Assurance and Compliance Officer position was created and filled internally.
This position has been well received by the university community and the BOT
Audit sub-committee. This position is housed in the IT Security Office to foster
synergy with the IT security officer.
The IES security liaison position was moved to the IT Security Office to better
group security functionally. This realignment also positions the division to have an
official backup for the function of application security administrator.
26
Refurbished Equipment Purchases: The mindset of ITSD during 2008-09 and going
forward is to investigate if refurbished or after-market products are sufficient to fill specific
needs without jeopardizing service reliability. Several purchases were made this year from ebay and vendors who specialize in refurbished equipment.
Special Projects Involvement: ITSD staff worked closely with Facilities and contractors on
the following capital, renovation and special projects:
Preliminary design of IT/AV needs in the new Teaching Lab
Finalizing IT/AV needs in the new Nursing building
Security cameras in Galloway, Honors, International and Cornerstone residence
halls
Parking deck and the retail space
Wiring upgrades (copper and coax) in Belk, Hewlett, and Graham
Alderman Hall Provost suite renovation
Oyster Hatchery
Planning the cell tower
Seahawk Crossing
Warwick renovation
Storage Array Consolidation: Efforts to migrate data from our older storage arrays to newer
storage arrays continue. These efforts will save $9,000 in maintenance costs next fiscal year.
University College Sign-in: A sign-in system for University College was implemented to
keep track of students and survey why they are visiting the office. This system has eliminated
a great deal of paperwork and automated several of the University College’s internal office
procedures. The system is touched by 800 – 1400 students a month.
VMware Server Virtualization: Server Virtualization using VMware continues to expand.
The virtualization environment now has 104 virtual machines (36 Production, 25 ARC, 31
Test and 4 templates).
II.
Provide 99.99% availability of services for all critical applications such as Banner
applications (Hawkeye and SeaNet), e‐mail, www.uncw.edu, voice network access,
SeaPort, DARS, Remedy, RMS, and production MMSQL and Oracle databases.
ITSD utilizes a shareware product called Nagios that records the time that all ITSD
administered servers are not available. A report from this software with the time frame of July
1, 2008, through June 17, 2009, shows that out of 200+ servers being monitored the average
uptime was 99.5 percent including test as well as production servers. In order to ensure that
this Key Performance Indicator has a high chance of success and to minimize unscheduled
downtime, ITSD continues to refine processes, coordinate maintenance windows and refresh
hardware in configurations that provide fault tolerance and redundancy when financially able.
27
With regard to specific mission critical core services:
E-mail services and www.uncw.edu had no unscheduled downtime. Note that network
issues (such as occurred for approximately 15 minutes on June 22, 2009) that prevented
access to these services does result in perceived downtime.
Banner production Oracle database up-time was 99.877 percent except for scheduled
upgrades.
SeaPort experienced an extended outage due to a hardware failure and contract
restrictions for weekend coverage and the Labor Day holiday. The outage was from 1:31
a.m. on August 30, 2008, to 3:30 p.m. on September 1, 2008 (Labor Day). To ensure this
does not happen again the contract for Sun servers was upgraded to include weekend
coverage. In addition, the hardware for SeaPort has been upgraded to a cluster
configuration providing more redundancy.
The servers that provide phone services were available 100 percent except for scheduled
maintenance. The campus did have two outages of long distance services for
approximately an hour each. These outages were due to problems at AT&T.
Intermittent interruptions occurred with some services on February 23-24, 2009, due to
firewall issues. The firewall hardware was 7 years old and due for replacement. The
hardware has since been replaced and will be more stable going forward.
SeaNet had a 4-hour outage on Saturday, February 14, 2009, due to human error.
Processes have been put into place to prevent this from happening in the future.
Access to the Internet was interrupted for 23 minutes on February 27, 2009, due to a
problem at MCNC.
Blackboard online course management system:
Though hosting services are supported by a third-party vendor, the university’s online
course management system, ―Blackboard Incorporated,‖ is contractually obligated to
provide for 99.7 percent non-scheduled availability. Our annual audit reveals that uptime
has been in compliance and is within contract limits.
III.
Promote information technology security awareness to the entire campus community
with a goal of reaching 100% of the faculty, staff and students annually.
The IT Security Department accomplished its goal of providing information security
awareness to the entire campus by way of the following actions:
Conducted the information security workshop (―Information Security and You‖) in
collaboration with the UNCW Human Resources Staff Development and Training
Division.
In conjunction with the university counselor and archivist, IT Security delivered
information on how to properly retain and destroy data in accordance with state and
university policies.
28
Provided graduate and undergraduate level lectures.
Sent security e-newsletters and
provided security information in various
printed and online materials for the
campus community.
Gave presentations to SGA,
fraternities, sororities and other student
groups.
Sent blast e-mails, via the TAC, to
faculty, staff and students in the event
of new virus or phishing attacks.
ITSD staff participated in a campus-wide Safety Symposium and Information Fair which
provided attendees with information on keeping themselves safe from cyber threats. Staff
also answered questions related to information technology security.
Developed custom course (―UNCW Technology Services and Security Awareness‖)
which reached students in Freshmen Seminar classes. There were 160 course
completions in 2008-09, up from 8 completions fall 2007.
IV.
Ensure customer satisfaction by resolving all trouble tickets within two business days.
Customer acceptance will define problem resolution and will be tracked by resolved
tickets and customer satisfaction surveys.
The reporting period for the following data is 7/1/08 – 6/6/09. During this period, total tickets
logged into Remedy equals 44,594, where 26,054 are incidents and the remainders are
projects, questions and change requests. ITSD resolved 96.34 percent and responded to
90.07 percent of all incidents within the designated escalation timeframes. Details follow:
Tickets Escalated for non-Response (7/1/08 - 6/6/09)
Priority
Critical
High
Medium
Low
Total Tickets
Escalated due to
non-Response
29
Time to
respond
before
escalation
25 Mins
1 Hrs
2 Hrs
4 Hrs
# of
incidents
escalated
% of Total
incidents (Total
incidents =
26054)
# of Change /
Requests /
Questions
escalated
1
7
68
2553
0.01%
0.03%
0.26%
9.63%
1
0
13
837
% Total of
Change /
Request /
Questions
(Total C/R/Q =
18540 )
0.01%
0.00%
0.08%
5.13%
2629
9.93%
851
5.22%
Tickets Escalated for non-Resolution (7/1/08 - 6/6/09)
Priority
Critical
High
Medium
Low
Time to
resolve before
escalation
# of
incidents
escalated
% of Total
incidents (Total
incidents =
26054)
45 Mins
2 Hrs
8 Hrs
28 Hrs
2
4
29
938
0.01%
0.01%
0.11%
3.53%
1
0
5
207
% Total of
Change /
Request /
Questions
(Total C/R/Q =
18540)
0.01%
0.00%
0.03%
1.27%
973
3.66%
213
1.31%
Total Tickets
Escalated due to
non-Resolution
# of Change /
Requests /
Questions
escalated
Results from Customer Survey:
o ―Was the service provided timely?‖ – 98.7 percent strongly agree
o ―Was the technician knowledgeable?‖ – 96.2 percent strongly agree
o ―Was the problem solved to your satisfaction?" – 96.9 percent strongly agree
o "Was the technician courteous?" – 99 percent strongly agree
V.
Implement a diversity plan to ensure access and inclusion consistent with UNCW’s
diversity definition to ensure ITSD mirrors the local community.
The ITSD Diversity Committee produced and implemented a diversity plan, in line with the
UNCW Respect Compact, in order to:
increase cultural competence,
challenge discrimination,
ensure inclusiveness,
encourage personal commitment,
establish commitment from senior administration,
and value differences in the individual.
ITSD employed the following solutions to meet specific goals of the Diversity KPI:
Goal 1: Increase diversity of ITSD staff, managers, administrators and supervisors.
Search committees were actively engaged in reaching out to a diverse
population of potential candidates.
ITSD created a resource management position whose function is to monitor
staff recruiting, retention and advancement procedures to increase diversity of
representation at all levels.
30
Goal 2: Fill the pipeline for IT employees with diverse candidates.
Open Doors - Student shadowing initiative in collaboration with the Wilmington
Housing Authority
Hillcrest Community Computer Lab Support
HBCU media job announcement postings
Goal 3: Increase diversity and cultural competence for all ITSD employees and
departments.
ITSD invited guest speakers who represent the diverse population of UNCW’s
faculty and staff to division meetings (representatives from Nigeria, India and
Project B-GLAD).
ITSD hosted UNCW’s first Native American pow-wow demonstration, a
cultural event that was well received by our staff.
VI.
Demonstrate at least four activities that promote and
support a powerful learning experience through active
student engagement with the division and through
collaboration with other constituent groups across
campus.
Academic Research Computing: Academic Research Computing has experienced steady
growth with ITSD providing implementation, support and backup services as requested.
Projects were implemented this year for Watson School of Education, School of Nursing,
Math & Stat and GIS.
Commuter Student Fair: ITSD participated in the Commuter Student Fair which gives us the
opportunity to share information on services and support with students who do not reside on
campus.
Hawkstream Radio Support: ITSD provided support for the student-run Hawkstream Radio
by providing servers, technical support and space for student personnel.
IT Student Advisory Council: The IT Student Advisory Council, originally formed fall 2007,
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 Information Technology
Systems Division and is comprised of 10-15 representatives from a diverse range of students
across campus. The primary goal of this council is to enhance and increase information
technology services to students in order to best meet their academic, social and
extracurricular needs. This group met approximately once per month during the 2008-09
academic year.
Involvement Carnival: ITSD participated in the annual UNCW Involvement Carnival in an
effort to share our resources and services with students in a face-to-face environment.
31
Isaac Bear IT Student Advisory Council: ITSD formed a new advisory council in fall 2008,
the Isaac Bear IT Student Advisory Council. This diverse group of early college/high school
students provides ITSD with a unique perspective regarding the IT needs and preferences of
the next generation of university students. The council serves the office of the Vice
Chancellor of Information Technology Systems Division and is comprised of 10-12
representatives from Isaac Bear Early College. This group met approximately once per
month during the 2008-09 academic year.
Isaac Bear Digital Literacy Portfolio Evaluation: In partnership with other UNCW faculty
and staff, 15 ITSD staff volunteered to assist the Isaac Bear Early College High School in
evaluating students’ digital portfolios. This allowed ITSD staff to talk with the IBEC students
about IT and to further educate them about our resources.
Isaac Bear Orientation: In a hands-on session, ITSD staff introduced over 71 Isaac Bear
students to the technology and services offered at UNCW.
Isaac Bear Podcast Partnership: An Isaac Bear instructor, Mr. Ritter, wanted to offer his
students a new way to learn by creating podcasts or multimedia files. Rather than record the
audio files on his own, he wanted to teach his students to use iMovie to create data they
would be even more interested in learning. As Isaac Bear’s Apple technology is limited, ITSD
coordinated the use of the Creative Writing Publishing Lab to accomplish this task.
Kindle E-Reader Pilot: The Kindle pilot project consisted of a
product evaluation team involving faculty from the Department of
English, chaired by Dr. Keith Newlin, to explore the potential added
value of this innovative technology and report their respective
experiences based on the criteria of cost avoidance, mobility,
simplicity, comfort and durability of use. In 2009, we have identified
Dr Kari Siko from the School of Education as chair of the next
academic group evaluation team.
Part-Time Job Fair: ITSD participated in the UNCW part-time job fair to inform students
about jobs available in our division and encourage them to apply.
SMS Messaging for Registration Waitlist: The upgrade to Banner 8.1 provided enhanced
waitlist functionally. ITSD took this enhancement a step further and developed SMS
messaging for registration waitlist.
Student Employees on relevant search committees: In efforts to ensure that ITSD has a
strong student voice in the division, ITSD included students on some of our search
committees. While this can occur on any search, students are specifically included when
student workers will be supervised by the position.
Student Employment: ITSD employed over 111 students across the following departments:
Network and Communications, Technology Research & Development, Technology Enhanced
Learning, Client Technology Services and the Office of the Vice Chancellor.
32
Student Move-In: ITSD staff members were present on student move-in day to assist
students with connecting their computers to the campus network, to answer general IT
questions and to provide support.
Student Orientation Sessions: Staff members from ITSD attended each student orientation
session to provide information about the student laptop initiative and IT services. Additionally,
along with the Vice Chancellor, IT staff members gave a presentation to the parents of
incoming students about the numerous IT initiatives at UNCW.
VII.
Develop a green program that promotes participation to reduce, reuse and recycle,
rethink, and renew. Implement ten green initiatives in ITSD that will complement the
university’s sustainability initiative.
ITSD is committed to supporting the sustainability efforts of the university
by promoting awareness and encouraging the university to recycle,
reduce, reuse, rethink and renew. The division’s 10 initiatives address
each of these efforts:
Deliver educational opportunities annually for ITSD staff and students encouraging
participation in green initiatives.
Dr. Roger Shew presented at the October 2008 ITSD division meeting on the
issues of conservation and the positive impact of various conservation methods
on our environment, dispelling several myths and encouraging the audience to
participate in eco-friendly activities.
Presentations were made at two ITSD division meetings by the ITSD Green Team
promoting these ten initiatives.
Monthly green tips posted to the ITSD Green Team Site.
Information is provided in the ―Sustainability Tip from the ITSD Green Team‖
section in the ITSD campus e-newsletter ―Watch your budgIT.‖
Provide information concerning the green purchasing of IT equipment.
Talks are ongoing with Purchasing regarding offering assistance in the
development of guidelines for RFPs to gather information concerning the ecoimpact of IT products and services.
Dell computers purchased via ITSD lifecycle purchases are Energy Star
compliant.
Recommend reuse options that can be implemented by ITSD.
Created the ITSD ―Be GREEN, I have stuff‖ and ―Be GREEN, I need stuff‖
SharePoint sites for the exchange of departmental supplies, furniture, equipment,
33
etc. among ITSD departments to ensure that the usefulness of these resources
are exhausted before being sent to surplus.
Recommend energy conservation actions that can be implemented by ITSD.
Created the Web site ―Tips for Home and Campus‖ for power management of
personal computers (http://www.uncw.edu/itsd/news/Sustainability.html).
Via spot testing of computers in ITSD labs, ITSD was able to identify energy
efficient settings that will save between 20-50 percent on power consumption.
ITSD has begun to implement these setting on lab computers. The next lifecycle
configuration will also have these settings.
Produce an Annual Resource Audit for the division to be used as a benchmark in future
years.
An annual power use audit was conducted in June 2009. This audit monitors
ITSD’s energy use habits and will make recommendations for ways to conserve.
Develop recommendations to reduce transportation costs for the division.
Bikes were placed in Hoggard Hall for staff to ride to meetings across campus.
Staff car-pooled to an ITSD retreat off campus.
Committee members worked with Wilmington Metro Planning Org.
Recommend resource reduction actions that can be implemented by ITSD in offices and
labs.
ITSD uses electronic formats via e-mail for distribution of the ITSD Newsletter and
security updates.
Resource Management changed their procedure for reconciling E-print documents
from a completely paper process to a more electronic process. E-print
documentation and Netcom charges are no longer printed, and meetings are
conducted in a conference room with a video projector with the data available
electronically for review. This new process will save ITSD the cost of
approximately 5,500 pieces of paper and the cost of printing cartridges in addition
to contributing to the Green initiative.
ITSD recommends use of SharePoint for collaboration to reduce the use of disk
space and paper when numerous people are working on documents.
ITSD encourages, when appropriate, the use of summer teleworking for the
conservation of university resources and resources used in commuting to and
from work.
34
Recommend recycling actions that can be implemented by ITSD in offices and labs.
Working with Kathleen Miller, UNCW recycling supervisor, ITSD participated in a
―trash audit.‖
Office recycle bins were made available to the division to encourage recycling.
―Flip Your Can‖ challenge was presented to ITSD staff so that they will limit use of
their office trashcans and recycle more.
Actively participate in promoting public awareness and in community environmental
programs both on and off campus.
ITSD hosted the ―Carbon-less Commute Week‖ during UNCW Sustainability
week.
Division made announcements regarding community electronic recycling events.
Maintain an active contributing member of the University Sustainability Committee and
collaborate with other sustainability groups/initiatives (faculty, staff, student, department,
etc.) on campus.
ITSD assisted in creating the Sustainability Web site and helps maintain content.
ITSD created sustainability@uncw.edu e-mail, Sammy folders and the
sustainability SharePoint site to help improve communications for the UNCW
Sustainability Committee.
ITSD creates and maintains documents for the Sustainability committee:
http://www.uncw.edu/sustainability/documents/Recycling_at_UNCW.pdf
ITSD created a Web-based ―Sustainability Pledge‖ for the campus.
VIII.
Embrace UNCW’s UNC Tomorrow distance education initiatives by assisting faculty in
increasing the development of fully online courses usage by 50%, support the use of
video conferencing with all of the university’s satellite campuses and maintain 24/7
access to emerging e‐learning technologies such as Web‐enhanced instructional
services.
With complete data only available through our 2 full-term semesters (summer
construction course data is not quite complete), we have already reached an increase of
46.46 percent in fully online course offerings for the year. If projections for the summerbuild hold true, we expect to obtain an increase of 53.79 percent for the year.
Additionally, we are on our way to our target and an increase of 40.49 percent in Webenhanced courses over the same time period. Not yet realized is the impact of the
implementation of a new Campus EAI portal, which allows ITSD to assist faculty in the
transitioning from Seaport into Blackboard for their online learning tool.
35
Blackboard Orientation course created in December 2008 provides baseline training for
all students using Blackboard and reduces the need for faculty to address basic
Blackboard navigation issues. There have been 180 course completions (comprising over
111 hours of training) since January 2009.
ITSD supported over 2,000 hours of academic, administrative and ad hoc video
conference sessions for UNCW faculty, staff and students. ITSD also provided
support/access for 450+ hours of faculty and staff usage of emerging e-learning
technologies (i.e., rich media capture, archival and streaming services including lecture
capture, live webcasts and special event productions).
ITSD introduced ―Presidium Learning‖ which provides managed 24x7 help desk services
to support after-hour academic technology and learning-based enterprises for our
distance education initiatives (i.e., Blackboard). This service provides the campus with
Level I troubleshooting support coverage to supplement our service team. This first year
we have tracked 1,652 tickets resolved through Presidium with 1,322 Knowledge Base
articles viewed by UNCW faculty and students.
IX.
Promote Fred‐inspired customer service to the campus community and the division by
participating in campus and division events and/or performing random acts of
kindness. Establish a Fred comment box for Fred sightings. Report Fred comments at
annual ITSD Service Award gathering. Require new employees to read The Fred Factor
by Mark Sanborn.
TAC surveys on customer service show 42 percent return rate
(329 responses, 790 surveys)
o Almost 100 percent positive
ITSD reviewed Fred principles at division meetings and surveyed
division through clicker technology regarding Fred-like behavior.
Division implemented Fred comment boxes in Hoggard Hall and
reported the comments to the division.
ITSD facilitated the long term loan of a set of The Fred Factor
books to Human Resources. HR is now able to offer Fred
training to all university employees which would not have been
possible due to budget cuts.
X.
Demonstrate our continued support for the university and its mission by requesting
100% participation in the annual giving campaign.
ITSD has reached 100 percent participation in the annual giving campaign.
XI.
Ensure that each member of the division has a professional development plan with
definable milestones.
ITSD Professional Development application in Remedy is used to document and track all
professional development activities for ITSD staff to include awards/certifications, workshops,
conferences, academic courses/degrees and relevant readings. Additionally, the application
is utilized by staff and supervisors to map out a multi-year development plan to be used as
input during annual evaluations. All ITSD staff members have a professional development
plan in place.
36
Training and Professional Development
Training
ITSD’s ability to be innovative and continue to provide world-class services and products
depends on its people having an awareness and understanding of best practices and being well
versed in their disciplines. Our people are our most important asset. A well trained community of
IT professionals enhances the division’s ability to meet the university’s strategic goal of creating
and delivering a powerful learning community.
Division-wide Training
Training
Adobe Spry Techniques (online)
APEX (Oracle Application Express)
ASP.NET 3.5 (online)
ASP.NET Ajax (online)
ASP.NET C#
ASP.NET 2.0
Avaya
Axis (security cameras)
Banner 8 New Features
Banner 8 Pro-C
Banner Class Scheduling
Basic Ethics Education and Lobbying Awareness
Blackboard Vista: Design, Teaching,
Assessment/Assignment
Campus EAI my Campus
Cisco Learning Center
ConnectEd
Contribute 3
Creating PDF forms
Crestron Digital Media
Dell Image Direct
Digital Copyright
37
Number of Employees Trained
1
1
1
1
1
3
2
1
8
1
1
1
1
2
5
3
1
1
1
2
1
Discovering the Secrets of Microsoft Access
Educause Management Institute
Elluminate
EMS Academic Class Scheduling
EMS Scheduling
Faculty and Staff Unlawful Workplace Harassment
Finance Level 1 Certificate
Finance Level 2 Certificate
Finance Level 3 Certificate
Fire Extinguisher
Fish!
Google Analytics
Hillcrest Computer Lab – volunteer instructor
Human Resources Courses
ImageNow Scripts
Implementation and Maintaining Microsoft SQL Server
2005 Reporting Services
InfoPath and SharePoint Workflow
Intro to Photoshop
IT Security Awareness
Java
Jquery Techniques (online)
LEAD UNCW
Log Management
Luminis research (online)
Media Site
Microsoft Unified Communication in Education
MS Access
MS Project Server 2007
NAS Instructional Session
Oracle Analytics (online)
Oracle Automatic Storage Management
Oracle.NET (online)
Photoshop CS3 Fundamentals
PHP Development
Pinnacle V6
PL/SQL
Podcasting and iTunes U
Quality Matters Rubric
Question Mark Perception
Ramses
Remedy Project Request Application
RIA
SACS- 5-year Interim Report-(Student Services)
SAS Enterprise Guide
SQL Server 2008
SharePoint
SharePoint 2007 Development (Book)
38
1
1
1
1
2
22
2
1
1
4
2
1
4
70+
1
1
1
1
4
2
1
2
1
1
1
1
1
1
1
2
1
1
1
1
2
3
1
1
1
1
9+
1
1
1
1
39
1
SharePoint Virtual Expo, Governance and Compliance,
Security Management, Deployment , Features
Administration, Search, Project Management,
Developer
Skillport
Smart Board (Airliner)
Solaris
Surplus System
Systimax (data cabling)
UNCW Defensive Driving
Unified Messaging
Using SANs and NAS
Visual Studio 2008 Overview
VMware Users Group
Web Redesign Bootcamp (online)
Wimba
Would I Inspire Me
XenServer (Citrix)
1
100 -Total for division
2
1
3
1
9
40
1
2
1
1
3
1
1
Professional Development
Conference and Meeting Presentations
Sheri Anderson,
Jeff Stanfield
Jeff Brown,
Leah Kraus,
Tara Thompson,
Ron Vetter
Matt Gayford
Parker Moran
Jim Mothershed,
Sandie Sue
Bruce Myers
Dr. Saunders-White,
Leah Kraus,
Kevin Violette
Jeff Stanfield,
Dana Ward
Patty Stugg
Sandie Sue
Dana Ward
39
―Teleworking: A Flexible work Environment,‖ UNC Cause Conference
2008
―UNCW Text Message Applications,‖ TLTC Conference 2009
―Customizing and Leveraging BMC Remedy,‖ UNC Cause Conference
2008
Wilmington IT Breakfast Panel – Mobile Devices
MABUG 2008
―Emergency Notification,‖ UNC Cause Conference 2008
―Emergency Notification,‖ Educause Conference 2008
―UNCW E-Mail Outsourcing – NOT (Yet),‖ UNC Cause Conference 2008
―Professional Development Strategies: A key to Successfully
Recruiting, Developing, and Retaining Exceptional Staff,‖ UNC Cause
Conference 2008
―Hey, Where Did That Hold Go? Hold Processing with VBS,‖
MABUG 2008
―Relief for the Budget Request Headache,‖ SunGard Summit 2009
―Greener by the Sea,‖ UNC Cause Conference 2008
―Banner 8 Upgrade Roundtable,‖ UNC Cause Conference 2008
―The Holocaust: Never Forget panel,‖ Wilmington YMCA, 1/12/09
Conference Attendance
Sheri Anderson,
Patsy McQuiston,
Emily Richardson,
Jeff Stanfield,
Jim Mothershed
Andrea Arbogast
Slayde Barnes
Holly Bowen
Jonathan Graves
Brenda Matthews
John McGee,
Kevin Connington
Patsy McQuiston
Bobby Miller
Parker Moran
Parker Moran,
Wes Padgett,
Michael Yelverton
Jeff Stanfield
Bill Vereen
Kevin Violette
Teaching and Learning with Technology Collaborative (TLTC) Conference
2009
―South by Southwest Interactive,‖ fall 2008
Cape Fear Dot Net User Group
Pinnacle Users Conference
InfoComm 2008
UNC TLT Conference 2009
Attended LDI 2008 Conference and Tradeshow
Blackboard World 2009
Educause 2008 Annual Conference, Seminar – A Business Continuity
Planning Toolkit, Seminar – The Leadership Role of IT: Supporting
Security, Preparedness, and Continuity
CLARiiON Days
VMware User Group
UNC Cause 2008 at Greensboro
Educause (Leadership Development)
ACUTA Conference
AT&T Conference
AT&T Forum and DR Exercise
SunGard Summit
UNC Cause
Degrees and Certifications
Mark Grover
Dan Noonan
Emily Richardson
Lori Speakman
Shaun Sunquist
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Microsoft Certified Desktop Support Technician – Microsoft Windows
Microsoft Certified IT Professional - Enterprise Support Technician
Microsoft Certified Professional
Microsoft Certified Systems Administrator
Microsoft Certified Technology Specialist - Microsoft Windows Vista:
Configuration
B.S. in Business Administration, Information Systems, fall 2008
Masters of Arts Degree in Liberal Studies, fall 2008
Blackboard Vista: Design, Teaching, Assessment/Assignment
MS certified Technology Specialist SQL Server 2008
Apple certification
Academic Coursework (at UNCW unless otherwise noted)
Grelynn Bradley
Yvonne Brown
Sam Chance
Sandy Easley
Matt Gayford
Toni Gazda
Dali Hiltebeitel
Brenda Matthews
Michael McQuery
Melinda Miles
Parker Moran
Jarrett Piner
Lori Speakman
Matt Stone
Sandie Sue
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Intro to Computing and Computer Applications – CSC 105
Mathematical Study Skills and Algebra Review – MAT 105
Environmental Geology – GLY 120
Intro to Java – CSC 121
2 semesters of Applied Music-Private Lesson Piano – MUS 195
Colloquium I – MIT 540
Instructional Systems Design; Theory and Research – MIT 500
Systematic Approach to Performance Improvement – MIT 502
Topics in Literature: Ethics – GLS 592
Topics in Literature: War – GLS 592
Black Intellectual Tradition – GLS 568
Network Programming – CSC 544
Systems Simulation – MIS 587
Cultural anthropology – ANT 206
Archaeology – ANT 207
Intro to Ethics – PAR 115
Financial Accounting and Lab – ACG 201
Intro to Information Sys & Tech – MIS 213
Moviemakers & Scholars Series – FST 210
Gen College Math – MAT 101
Intro to Applications – CSC 105
Physical Activity & Wellness, Lab and Lecture – PED 101
Directed Independent Study – CSC 591
Systems Simulation – MIS 587
Research Project – CSC 594
Continuous Enrollment – GRC 600
(Named Outstanding Graduate Student in CSIS)
Information Analysis and Management – MIS 513
Analysis, Modeling and Design – MIS 565
Author Focus - Stephen King – GLS 592
East Carolina University Online Classes:
Distribution Technology I: Merchandising
Distribution Technology II: Promotion
Pocket PC & Mobile Computing Apps
Microcomputer Business Applications
Administrative Office Procedures
Information Processing Systems Design
Consumer Financial Management
Personnel and Industrial Psychology
American Popular Music
Calculus – MAT 151
Statistical Methods for Business – MBA 510
Quantitative Methods – MBA 511
Micro Economics – MBA 525
Managerial Effectiveness – MBA 550
Homelessness in America - GLS 592
Spirituality and Aging – GLS 592
Patty Thompson
Ryan Wendel
Kesha Williams
Laura Zefiretto
Spanish I – SPN 101
Mediation and Conflict Management – COM 223
Environmental Geology – GLY 120
Interpersonal Communication – COM 220
Marketing Decision Making – MBA 540
Macro Economics – MBA 526
Financial Accounting – MBA 505
Information Systems and Technology – MBA 512
Corporate Financial Management – MBA 535
Managerial Accounting – MBA 506
Investment Management – MBA 536
Behavioral Management – MBA 552
Operations Management – MBA 570
Marketing II – MBA 541
Business Law – MBA 560
Quantitative Methods – MBA 511
Intro to Computer Science – Java I
College Writing and Reading – English 101
Intro to Computing and Applications – CSC 105
Human Resources Management – MGT 356
National, State, UNC GA and UNCW Committees
Sheri Anderson,
Patricia McQuiston
Jeff Hunnicutt
Leah Kraus
Bobby Miller
Dan Noonan
Emily Richardson
Jeff Stanfield
Beverly Vagnerini
Kevin Violette
Dana Ward
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TLTC Conference Planning Committee
NCREN Advisory Board
GA Netstudy Group
TLTC Advisory Board Member
UNCW Space Steering Committee
GA Shared Services Alliance Board
SACS Physical Facilities Committee (5 Year Interim Report)
MCNC- NC Research and Education Network Video Group
Blackboard Vista Consortium
MCNC Collaborative Work Group
UNC GA Banner Project Leads
UNCW CSIRT
ITSD Information Security Council
GA Disaster Recovery Committee
UNCW Student Health Insurance Committee
UNCW Mini-mester Committee
GA Banner Project Leads
Residency Appeals Committee
Guest Lectures and Courses Taught
Sheri Anderson
Jesse Barrick
Kane McKenzie
Jim Moravansky
Jim Mothershed
Bruce Myers
Jarrett Piner
Sandie Sue
Tara Thompson
Kevin Violette
Dana Ward
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Online Course EDN-301 Instructional Design & Evaluation
Synchronously
Taught MIS 213 and MIS 216 in both fall and spring semesters
Taught full-semester UNI 101 – fall 2008
Guest lecture on current technologies for Housing and Residence Life
staff.
Assistive Technologies e-Reader Presentation- ENG-205
―Using Gartner Services for Research,‖ Cameron School of Business
Guest lecture – ENG 204 - Intro to FrontPage
Guest lecture – UNI 101 - Intro to ITSD's Services
IT Breakfast Panel Presentation - "Virtualization"
Cameron School of Business - Intro to Office 2007
Marketing and Communications - Intro Office 2007
Taught full-semester UNI 101 – fall 2008
Taught full-semester UNI 101-010 – fall 2008
Taught full-semester UNI 101-013 – fall 2008
Guest lecture – MIS 534
Wimba Streaming Media Webinar (Online Virtual training session for
UNCW community)
Guest lecture – COM490, COM325, COM295, CTE Presentation
Information Technology Awards and Recognitions
ITSD Staff Awards
Each year at the annual ITSD holiday party, the division recognizes individuals for outstanding
achievements and contributions to the division and university during the year. Individuals are
nominated by fellow staff in the categories of service, professional development, innovation and
cultural competence. These awards are given to individuals who are deemed by their peers as
exhibiting exemplary work in the context of their daily duties. This recognition helps each of us
realize that we are part of a division that strives to do its best every day in service to the
university and the community.
This year’s recipients were (left to right): Michael McQuery (Professional Development), Brenda Bierley
(Cultural Competence), Cynthia Kaiser (Service) and Art Goodwin (Innovation).
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ITSD Merit Scholarship
The ITSD Merit Scholarship was created in 2007 as an annually
funded scholarship at UNCW to be used to assist students in
the Honors Scholars Program. The scholarship was initially
funded with a one-time gift of $1000 from SunGard Corporation
upon the university’s completion of the implementation of the
Banner ERP Solutions. Scholarship recipients must have been
accepted into UNCW and the Honors Scholars Program with a
minimum 3.2 GPA.
The scholarship is considered a merit scholarship and recipients
are selected based on their demonstrated academic ability.
Martin Corey Friedman, a sophomore, received the first ITSD
Merit Scholarship in July 2008. Not only is Friedman part of this
academically talented group of scholars, but he also was on the
Dean’s list both semesters of his freshman year.
Martin Corey Friedman & Dr. Saunders-White
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ITSD Partnerships
The Information Technology Systems Division is committed to serving and working with local,
state and national organizations and corporations. Through these partnerships the division is
able to explore emerging technologies, create innovative solutions and better address the
information technology needs of the university and the region. Additionally, these partnerships
provide the university a voice in molding products and services delivered by these organizations.
Partnerships include:
Cisco
UNCW has been an end user of Cisco Systems Network equipment since the early nineties.
Throughout the years, Cisco has been a strategic partner with ITSD often providing information
on new technology before it comes to market, allowing the division to see where technology is
going before making strategic purchasing decisions. Cisco continues to provide engineering
expertise to guide the decision making processes as ITSD strives to grow, enhance and deliver
superior, next generation network services to students, faculty and staff. These services are the
backbone of all business and educational processes at UNCW. This partnership has resulted in
positive outcomes that will continue to support UNCW into the future.
Dell
Through a partnership with Dell, ITSD is able to manage a mobile
student computing initiative with minimal resources. This initiative
is an end-to-end solution in which Dell provides promotional
materials, sales information, easy ordering, customer support and
competitive pricing to UNCW students and their parents. ITSD, in
return, provides technicians for the on-site Warranty Service
Center. The Warranty Service Center repairs Dell machines
purchased through the initiative, ensuring the quickest turnaround
possible. In support of this effort, Dell provides the Warranty
Service Center with laptops that can be loaned out to students
whose systems require extensive work or replacement, an
additional value for students who purchase a laptop through this
program.
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Campus Cellular Improvements
ITSD is working with AT&T to bring G3 technology to Wilmington. AT&T will be converting their
existing cellular site at UNCW to the first G3 location in Wilmington which should improve inbuilding coverage for AT&T where it has traditionally been poor. As many of our students arrive
in the fall with the new iPhone, the G3 will allow them to use the G3 iPhone.
ITSD and Facilities are also working with Verizon to construct a new cell site at the back of
campus. This site will bring increased coverage to the new Residence Life buildings.
In addition to these two projects, ITSD is developing a ―master plan‖ for future cell site
installations to bring new carriers on board and add better coverage to existing carriers who have
sites on campus. ITSD understands the desire of our students and visitors to be mobile, whether
with a cell phone, iPhone or data card for their laptops. We will continue to work with AT&T,
Verizon and other carriers to implement better coverage on campus.
Mobile Education, LLC
UNCW has partnered with Mobile Education, LLC to collaborate in the development of text
messaging applications and intellectual property to be used by UNCW and shared by Mobile
Education and UNCW. The Vice Chancellor for ITSD has been instrumental in the formation of
this partnership and supportive of ITSD’s involvement in the development of applications and
services. Mobile Education, LLC is a software service technology company involved in the
development of innovative, real-time, two-way SMS-based applications. In partnership with
UNCW and ITSD, the company is working to provide
interactive text message service to UNCW students,
faculty and staff. Current text messaging applications
include:
Text alerts for career info, campus activities and
events
Real-time shuttle bus location information
Grade retrieval for courses taken at UNCW
Movie information from Lumina theatre
Text (ask) questions of Financial Aid & the
Career Center
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NCREN
NCREN is a statewide research and education network which provides high-speed Internet,
video, audio and data center services to UNCW. NCREN enables collaboration among all North
Carolina universities and, through access to national research networks, with universities and
institutions across the nation and throughout the world. An ITSD staff member serves on the
NCREN Advisory Board.
Through UNCW’s relationship with NCREN, faculty, staff and students participate in an average
of 2000+ hours of annual video programming via NCREN. These programs include recurring ―forcredit‖ interactive academic courses, administrative video conferences, faculty consortia and ad
hoc conferencing with worldwide universities, schools and organizations.
Southeastern North Carolina Chief Information Officers’ Council
ITSD co-founded this organization with the chief information officer at the North Carolina Port
Authority to provide leadership in the development and use of information technology for our
region. This partnership between public and private institutions supports the unique needs of
each organization within our region while providing a forum for the development of opportunities
that become possible when institutions work together.
UNC General Administration
ITSD maintains a strong partnership with UNC General Administration and IT colleagues
throughout the UNC system. Through GA, the Vice Chancellor for ITSD participates in UNC CIO
meetings and other IT related meetings with CIOs and IT leaders across the state. The Associate
Vice Chancellors also participate in regularly scheduled video conferences and in person
meetings with the Teaching and Learning Collaborative and the UNC Alliance Board. ITSD is an
active participant on various GA committees and also collaborates on initiatives involving other
UNC universities. ITSD’s participation in GA initiatives continues to provide significant savings to
UNCW due to shared costs and also through collaborative purchase negotiations.
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UNC Wilmington Alumni Association
The UNCW Alumni Association and ITSD have teamed up to offer an exciting new service to
UNCW alums: a UNCW ―Alumni for Life‖ e-mail account. The class of 2008 was the first
graduating class to have this ongoing communications channel with their fellow graduates.
UNCW is using Microsoft's Live@edu as the service provider. With Alumni for Life, alums have
an account that not only shows their Seahawk pride but also can be used to communicate with
prospective employers, keep in touch with friends and family, and stay connected with UNCW.
UNC Wilmington Cameron School of Business
The partnership between ITSD and UNCW’s Cameron School of Business (CSB) forms a strong
advocacy for the promotion of IT to professionals and students on campus and in the community.
Many ITSD staff and managers participate in the CSB-supported Wilmington Area IT
Professionals group which sponsors events bringing the Wilmington area IT community together
―for learning, networking, sharing of ideas and best practices, research and training.‖ Panel
discussion breakfasts frequently include an ITSD expert who discusses the meeting topic from
UNCW’s IT experience and/or the higher education point of view. In support of students, ITSD
promotes and funds internships for Information Systems and Operation Management and
Computer Science majors. Due to this close relationship, ITSD was offered a seat in the first
class of the CSB Executive Certification Program. Tami Violette, Director for Client Technology
Support, was among the first recipients of this certification.
Wilmington Housing Authority-UNCW Community Campus
In fall 2008, ITSD and the Wilmington Housing Authority (WHA) – UNCW Community Campus
formed a partnership to establish a computer lab in the Hillcrest housing development. The
computer facility is utilized for computer workshops, open lab time for residents and a variety of
other workshops offered to residents. Each week, ITSD staff members volunteer at the
Community Campus and lead workshops focused on increasing computer literacy of the
residents. To date, 24 percent of ITSD staff members have volunteered at least once at the
Hillcrest housing development.
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