Lawrence Daniel
Information
Resource &
Technology
Management
Dir. Student Affairs IT
Services and Special
Programs
Sam T. Nguyen
Mgr. Division Info
Services 2
University
IT
Server
Administration
Eli Aaron
User Services,
Desktop Support
&
Security
Management
Le Nguyen
Phillip Gross
Assistant Manager
User Services
Support
Assistant Manager
Information
Systems
Giang Tran
Kyle Stehling
User Services
Specialist
Web Developer
2
(3) Student
Assistant
Renita Willams
Web Developer
1
Systems
Administrator 1
Applications,
Database & Web
Services
Darryl Creeks
Systems Analyst
Student Assistant
Student Affairs IT
Services (SAITS)
Organization Chart
Mission
Student Affairs IT Services (SAITS) is committed to providing reliable support and
innovative technology solutions for department services, programs and resources that
sustain an environment dedicated to student success.
Vision
Working collaboratively, Student Affairs IT Services will maintain an efficient and
proactive information technology environment that provides seamless support,
elevates staff productivity, and supports Tier One programs, while seeking to
contribute to increased student retention and graduation rates.
DSAES Strategic Initiatives:
2 - Actualize and leverage the fiscal, human, technological, and facility resources
that enhance the student experience.
4 - Develop a culture of innovation and accountability in the redesign of Division
policies, processes and procedures.
6 - Create and engage in strategic partnerships.
Brief History
Fall 2012: University IT at the request of Division of Student Affairs &
Enrollment Services, led a division-wide comprehensive IT Assessment
Spring 2013: University IT Assessment Recommendations were reviewed by
Division of Student Affairs & Enrollment Services Leadership. Division of
Student Affairs and Enrollment Services (DSAES), made the decision to
centralize the Information Technology (IT) function throughout the division
Summer 2013: Student Affairs IT Services (SAITS) was established to
efficiently manage IT resources for the Division of Student Affairs and
Enrollment Services.
Fall 2013 – Present : Student Affairs IT Services (SAITS) began providing
complete IT support to DSAES departments and Fee- Funded Student
Organizations
We provide support…
10 Fee-Funded Student Organizations
16 Department Specific Applications &
Databases
19 DSAES Departments
24 Servers
Desktop
46 Websites
Support
576 Desktops
Hardware
&
Software
Support
Department
Server
Support
SAITS
IT
Security
Support
Application
& Database
Support
Web
Support
SAITS Highlights/Accomplishments
• SAITS staff played a major role in implementation of new systems, databases and
support applications around the division.
•
University Career Services – Career Service Manager - Symplicity
•
University Centers – Event Management System (EMS)
•
Health Center – Electronic Medical Records System – Point & Click
•
Counseling and Psychological Services- Electronic Medical Records
System – Titanium Upgrade
•
Campus Recreation – Prep for New System Acquisition
SAITS Highlights/Accomplishments
• 46 websites were supported and maintained throughout the year for
departments and student organizations, including several special event sites:
•
•
•
•
•
•
•
•
•
Cat’s Back Event (Fall & Spring)
Frontier Fiesta
NEW UC Opening Events
Stress Free Finals Week (Fall & Spring)
Student Stadium Opening Events
UH Citizenship Month
UH Foundations of Excellence
UH Homecoming
UH Weeks of Welcome
• Replaced several critical computers division-wide, which streamlined
computer configurations and created more efficient desktop support –
o Thanks to SFAC funding! #gamechangers
FY 14 Assessments & Findings
• Customer Service and Efficiency
• SAITS Customer Service Satisfaction (DSAES Department Directors)
• Service Satisfaction Rate: 72.73% Very Satisfied, 18.8%
Somewhat Satisfied, 9.09% Somewhat Dissatisfied
• Email IT Service Request Response Rate: 72.73% Agree
strongly, 18.8% Agree Somewhat, Disagree Somewhat 9.09%
• Evaluation & Resolution of issue: 54.55% Agree Strongly,
27.27% Agree Somewhat, 18.18% Disagree Somewhat
• SAITS Customer Service Satisfaction (DSAES Staff Users)
• Service Satisfaction Rate: 76% Extremely Satisfied, 24%
Satisfied
• Problem Solved: 100%
• Resolved After First Request: 100%
FY 14 Assessments & Findings
• Student Staff Experience & Development
SAITS Student Staff Assessment
What we learned about our Student Staff?
• Desktop support was a strong skill set amongst our
Student Staff.
• 75% of the student staff reported that Information
Technology would be a career they would like to pursue after
graduation.
• 100% of our student staff reported that they would want to
pursue or receive additional training as it relates to database
and website support .
FY14 Challenges
Computers, Applications, and Software Support
• Over 400 machines across the division were deemed critical by
UHIT.
Transition from Decentralized IT to Centralized IT Support
• Supported over 550 computers with different configurations and
varying management systems
Department Server Migration
• Servers varied in management system support needs and function
• Some servers rely on off campus support, which delayed and
restricted migration scheduling
Response – FY 14 Challenges
Computers, Applications, and Software Support
• 333 computers were replaced across the division as part of the
establishment of a Desktop Life-Cycle Replacement Plan.
• 114 computers are set to be replaced this fall.
Transition from Decentralized IT to Centralized IT Support
• Along with the replacement of computers, an IT Resource
Management Plan was created and approved by UIT, which
established policies related to computer configuration.
Department Server Migration
• All department servers were migrated to the UIT virtual
environment and are managed by a dedicated administrator at the
UH Data Center.
Budget Review/Updates
*Year 1 –FY 14
(OT -Request)
SAITS Budget
Forecast
$485,480.00
Year 2 – FY 15
(Base Funding)
Year 3 –FY16
(Base Funding)
Year 4 –FY17
(Base Funding)
$61,273.00
$61,273.00
$61,273.00
(Complete)
* – replaced all critical computers identified in nearly 3 years of the UIT recommendations.
Budget Review/Updates
SFAC Funding Impacts on Efficiencies
• Eliminated the need for any DSAES department to request funding for
computer replacement.
• Secured all DSAES department servers and allowed for migration to the UIT
virtual environment.
• Supported maintenance costs related to new technology/equipment.
• Centralized all IT Inventory efforts across the division into one manageable
list.
Budget Review/Updates
SFAC Funding Impacts on Efficiencies
• Allowed for creation of division-wide desktop configurations, which led to
enhanced efficiencies related to desktop support.
o Including testing of remote desktop support system.
• Centralized all software licensing purchases and helped promote installation
of approved UIT supported software.
• Established a Desktop Life-Cycle Replacement Budget to support DSAES
departments, student organizations, and common area spaces.
o Provides base funding for a consistent budget allocation to manage the
Desktop Lifecycle Replacement on a regular basis.
FY-14 Desktop Life-Cycle Replacement Purchases
Desktop
Laptop
MAC
Total
SFAC Approved Total
computer purchased
295
69
29
393
*Actual Number of Computers
Purchased
375
60
2
437
*- Purchased 80 additional PC desktops versus replacing 27 Mac computers.
Questions & Answers