DSAES IT Services
Organization Chart
Information
Resource &
Technology
Management
Lawrence Daniel
Dir. DSAES IT Services &
Special Programs
Sam T. Nguyen
Mgr. Division Info
Services 2
User
Services,
Desktop
Support &
Security
Management
Server
Administration
University IT
Le Nguyen
Rob Driskell
Phillip Gross
Eli Aaron
Assistant Manager User
Services Support
Analyst Microsystems
Support
Assistant Manager
Information Systems
Systems Administrator
(2) Student
Assistants
Kyle Stehling
Giang Tran
User Services
Specialist
(3) Student
Assistants
New Staff added in April 2015 dedicated to User
Services, Desktop Support & Security Management
for Enrollment Services’ Departments.
Web Developer 2
Applications,
Database & Web
Services
Renita Williams
Web Developer 1
Darryl Creeks
Systems Analyst
Mission
DSAES IT Services 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, DSAES 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.
UH Strategic Initiative:
8 - Accountability and Administrative Efficiency
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. The decision
was made to centralize Information Technology (IT) throughout the division
Summer 2013: DSAES IT Services was established to efficiently manage IT
resources for the Division of Student Affairs and Enrollment Services.
Fall 2013 : DSAES IT Services began providing complete IT support to 20
DSAES departments and 10 Fee- Funded Student Organizations
Spring 2015 : DSAES IT Services began providing desktop support to
Enrollment Services departments, which increased the total of departments
supported to 26.
We provide support…
10 Fee-Funded Student Organizations
16 Department Specific Applications &
Databases
26 DSAES Departments
24 Servers
Desktop
49 Websites
Support
1,335 Computers
Hardware
&
Software
Support
Department
Server
Support
DSAES
IT
Services
IT
Security
Support
Application
& Database
Support
Web
Support
DSAES IT Highlights/Accomplishments
• DSAES IT staff played a major role in implementation of new systems, databases
and support applications around the division.
• Campus Recreation – Fusion implementation
• Center For Student Involvement– Get Involved update (Collegiate Link)
• Health Center – X-Ray Interface – Point & Click
• Student Centers – Updates to Event Management System (EMS)
•
Counseling and Psychological Services- Electronic Medical Records
System – Completed Titanium Upgrade
DSAES IT Highlights/Accomplishments
• 49 websites were supported and maintained throughout the year for
departments and student organizations, which includes several special event
sites:
• Frontier Fiesta
• Student Centers Opening Events
• Stress Free Finals Week (Fall & Spring)
• Student Stadium Opening Events in Fall 2014
• UH Citizenship Month
• UH Homecoming
• UH Weeks of Welcome
• Replaced several critical computers division-wide, which streamlined
computer configurations and created more efficient desktop support
• Expanded Desktop Support to now include Enrollment Services Departments
• Launched online IT Support Ticket Request system for entire division
FY 15 Assessments & Findings
Customer Service and Efficiency
• DSAES IT Customer Service Satisfaction
 Successfully Diagnosed
o 82.76% of support calls the first time
 Service Satisfaction Rate:
o Extremely Satisfied - 79.31% (+3.3% from 2014)
o Satisfied 20.69%
 Problem Solved: 100%
FY 15 Assessments & Findings
Student Staff Experience & Development
• What we learned about our Student Staff?
 50% of our student staff were not aware of the Division of
Student Affairs and Enrollment Services before they took their
current position.
 All students agreed that their experience with DSAES IT has
increased their interest in working at a Higher Ed institution.
 All of the student staff reported that Information Technology
would be a career they would like to pursue after graduation.
FY15 Challenges
Desktop Support Email Request Management/Response
•
•
Difficulty prioritizing multiple requests
Current tracking of individual/repeated computer issues was not efficient
Computer Inventory Management
•
•
•
The number of Computers supported doubled
Computers are now housed across Campus, ERP, and Off-Campus with recruiters
Currently there are only 2 property custodians to manage all IT inventory
Enrollment Services Desktop Support
•
•
Most departments have computers with different configurations and varying
management systems
Funding to support replacement computers for Enrollment Services’ Departments
was not identified
Response – FY 15 Challenges
Desktop Support Email Request Management/Response
- Completed Summer 2015
• Launched an online IT Support Ticket Request system
 Each IT issue has a service ticket and is logged
 Creates access to service history by computer
Computer Inventory Management
– Estimated Completion Spring 2016
•
•
All department computers will be added to their respective inventory and accounted for by the
department’s Property Custodian
DSAES IT is working with each department’s Property Custodian to transfer in new and out old
equipment.
Enrollment Services Desktop Support
– Estimated Completion Spring 2016
•
•
Working with University IT to complete a Technology Review for Enrollment services
departments, which includes a desktop review and IT security assessment
Computer replacement funding has been identified through the Associate VP for Enrollment
Services’ Budget
Budget Review/Updates
SFAC Funding Impacts on Efficiencies
• Eliminates the need for any DSAES department to request funding
for computer replacement.
• Secures all DSAES department servers and allows for continued
support in the UIT virtual environment.
• Supports maintenance costs related to new technology/equipment.
• Provides base funding for a consistent budget allocation to manage
the Desktop Lifecycle Replacement.
– 512 computers have been replaced since Spring 2014
THANK YOU FOR YOUR
CONTINUED SUPPORT!
Questions & Answers