ResNet 2007 Program

Please browse our wonderful programs from ResNet 2007 below. Please note you will need the Real Media Plug-in to access the videos. You can download the free Real Player here.

Presentation Session 1
Sunday June 24, 11:00 a.m.– 12:00 p.m.

1a: Running a ResNet, For New Providers
Video
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Presenter(s)/Institutions: Lowell Furman, Indiana University
E-mail: lfurman@indiana.edu
Format: Lecture
Theme: ResNet Operations
Location: IR/PS – Gardner Room
Description: I will cover topics such as getting the residents connected and keeping them connected to the network, the importance of partnering with other units and what resources are available to get the job done as well as why good communication is key to our successes. I will specifically talk about who our partners are and how they help us achieve our connectivity goals. I will also speak to the importance of partnering with folks outside of the university like the ResNet organization. Lastly, I will discuss communication with staff, partners and customers before and during move-in as well as continued communication after classes start.

1b: Multimedia Mania: Lessons in Learning Spaces
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Presenter(s)/Institutions: Carol Anderer, University of Delaware; Lisa Elias, University of Delaware; Jean Neff, University of Delaware
E-mail: canderer@udel.edu; lisae@udel.edu; neff@udel.edu
Format: Lecture
Theme: Education and Learning Technologies
Location: IR/PS – 3201
Description: This spring semester, the University of Delaware opened the Student Multimedia Design Center. This center, a
collaboration between the IT department and the University Library, is the largest computing facility on campus that focuses on multimedia. With studios, classrooms, and open work areas, the SMDC provides students with a new learning space where they can create, present, and communicate effectively through multimedia. Because this type of facility enables students to have greater access to music, movies, and other copyrighted materials, we recognize the potential for greater abuse of copyright laws. During our presentation, in addition to describing the SMDC, we’ll talk about how this facility provides more opportunities for students to help us deliver our responsible computing messages with multimedia technologies.

1c: Deploying CCA in Administrative Departments
Video
Presenter(s)/Institutions: Michael Grinnell, American University
E-mail: grinnell@american.edu
Format: Lecture
Theme: Security and Policies
Location: IR/PS - Robinson Auditorium
Description: In 2005, American University deployed Cisco Clean Access across our ResNet. Now we're deploying it across the staff and faculty network. Come see how we did it and the lessons that we learned.

1d: Are Handheld Devices, SmartPhones, and Game Systems Having an Impact on Your Campus?
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Presenter(s)/Institutions: Chester Andrews II, Oberlin College
E-mail: chester.andrews@oberlin.edu
Format: Lecture
Theme: Future of ResNet
Location: Institute of the Americas – Hojel Hall
Description: The types of devices we are supporting in ResNet are changing. Over the years we have moved from desktops to laptops, and now increasing numbers of smartphones and other Internet capable devices are appearing on the scene. This presentation will detail what Oberlin College has done to support these new devices, and I will profile the Nokia Internet Tablet and its application in the ResNet environment.

1e: Knowledge Management 2.0
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Presenter(s)/Institutions: Jon Wright, Purdue University
E-mail: jdwright@purdue.edu
Format: Lecture
Theme: Cool Tools
Location: IR/PS - 3202
Description: This presentation will describe the benefits, difficulties, and reasoning behind developing a Knowledge Management tool from the ground up. I plan to show the process of how Purdue ResNet was able to make improvements from the original Purdue ResNet Knowledge Base to our new multi-departmental Knowledge Management tool. Examples of how this tool has been successfully implemented at Purdue will also be shared.

Presentation Session 2
Sunday June 24, 1:30 p.m.–2:30 p.m.

2a: Funny Videos and More: Computer Policy Orientation Doesn't Have to Be Lame
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Presenter(s)/Institutions: Dedra Chamberlain, Anna Blankinship and Jeremy Weinstein, UC Berkeley
E-mail: dedra@rescomp.berkeley.edu; anna@rescomp.berkeley.edu; jeremydw@rescomp.berkeley.edu
Format: Lecture
Theme: Education and Learning Technologies
Location: Institute of the Americas - Hojel Hall
Description: As reliance on technology continues to shape campus life, the legal and policy context for IT services has accordingly grown more complex, especially in the areas of computer and network security, online social networks, and peer-to-peer filesharing. At UC Berkeley, we invest significant resources in orienting students to the campus technology environment without putting them to sleep (most of the time). This presentation will emphasize the importance of educating students about technology and show how to make orientation materials as entertaining and "non-lame" as possible, utilizing funny videos, professional print materials, a mascot, and even bribery.

2b: Hardware or the Highway
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Presenter(s)/Institutions: Jon Wright, Syracuse University
E-mail: jowright@syr.edu
Format: Lecture
Theme: ResNet Operations
Location: IR/PS - 3202
Description: To better serve students, SU has undertaken a program where: 1) We work closely with the bookstore computer department to coordinate what hardware is sold to students; and 2) We acquire certifications from hardware vendors to do repairs. We cost share part of the program with the bookstore and submit for labor reimbursement. We have found that this helps the bookstore sell more computers that we know and this helps us provide better, more efficient support to the student.

2c: Imaging Improvements
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Presenter(s)/Institutions Andrew Babb and Russ Sharp, Denison University
E-mail: babb@denison.edu; sharp@denison.edu
Format: Lecture
Theme: Cool Tools
Location: IR/PS - 3201
Description: We have simplified and enhanced our Windows system imaging process to increase efficiency. This session will review the path to improving our system imaging process. We will review the options we have considered and may consider for future improvements in five sections. The previous situation, single starting point, the imaging process, post image scripting, and other options and tools.

2d: Are You An Exceptional Manager? Do You Want To Be?
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Presenter(s)/Institutions: David V. Ecker, Stony Brook University
E-mail: david.ecker@stonybrook.edu
Format: Lecture
Theme: Leadership and Management
Location: IR/PS - Robinson Auditorium
Description: Do you ever wake up at 5:00am and wonder, “What is wrong with me, why isn’t my team collaborating?” Do you sit at meetings and wonder why managers are so together and you are running from place to place? This session will attempt to answer these questions and more. We will explore what makes an exceptional manager and how an exceptional manager doesn't only look at the day to day but also the long term goals of the group. I will describe real life techniques that I find successful and how I utilize these techniques to improve my management style.

2e: Veni Vidi Vista . . . I came, I saw . . . I supported!
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Presenter(s)/Institutions: Kara L.Bilotta
E-mail: kara.bilotta@tufts.edu
Format: Lecture
Theme: ResNet Operations
Location: IR/PS Gardner
Description: Tufts University is not quite at the “I supported” level but, we certainly have had a journey with Microsoft’s newest operating system Vista. Come hear about our trials and triumphs along the way as we have battled with licensing & activation, testing and vendor timelines. As with any new operating system simply getting the infrastructure ready is not sufficient. People, both technical staff and clients, need to be primed as well. Regardless of your current relationship with Microsoft Vista this presentation will be both entertaining and ideally informative.

Presentation Session 3
Sunday June 24, 3:00 p.m.–4:30 p.m.

3a: WLAN Security Presentation and Discussion
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Presenter(s)/Institutions: Stan Brooks, Emory University
E-mail: stan.brooks@emory.edu
Format: Lecture
Theme: Security and Policy
Location: Institute of the Americas - Hojel Hall
Description: This presentation will detail the inherent lack of security in wireless networks and address how to mitigate the lack of security. The various security models will be discussed along with VPNs, WEP, WPA, and EAP-types. Some quick and easy techniques for protecting yourself at home or hotspots will also be presented. Note that this is a refined version of my Wireless Security presentatio given at BGSU last year and will provide time for a discussion focused on Wi-Fi/WLAN and possibly other wireless technologies as audience dictates. Anything wireless is fair game.

3b: Advanced Windows Malware Removal
Video
Presenter(s)/Institutions: Brandon Enright, UC San Diego
E-mail: bmenrigh@ucsd.edu
Format: Lecture
Theme: Security and Policy
Location: IR/PS - 3201
Description: Adware and Spyware and Malware, oh my! With the advent of Windows rootkits and process hiding techniques as well as an entire underground malware industry, virulent malware on the Windows platform has taken a turn for the worse. This presentation will look at some of the more advanced techniques malware authors use to maintain and conceal the presence of their software -- with a heavy emphasis on detection and removal. Some of the topics that will be discussed include rootkits, file system/driver filters, API hooks/manipulation, DLL injection, alternate data streams, and more. Advanced knowledge of Windows internals is assumed. Leave Norton at home.

3c: Beyond the Supervizin’: Working WITH Your Student Staff
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Presenter(s)/Institutions Rene’ Molineaux, Siena College; Jacqui Irwin, Ball State University; Minh Vuong, Yale University; Todd Thomas, University of Northern Iowa
E-mail: molineaux@siena.edu; JIRWIN@bsu.edu; minh.vuong@yale.edu; todd.thomas@uni.edu
Format: Panel
Theme: ResNet Operations
Location: IR/PS - Gardner
Description: Panelists will discuss and answer questions about training and motivating student workers. Over the years that we've been supporting student computing, we continue to learn things that make the training and supervision of our student employees more worthwhile but more enticing to them. These may not be difficult or complicated things, but effective solutions that if we'd only known about them years ago, we'd have had a better prepared student support team sooner.

3d: EDUCAUSE Center for Applied Research and ResNet Applied Research Group (RARG) Security Survey results
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Presenter(s)/Institutions: David Futey, RARG; Rodney Peterson, EDUCAUSE; Clifton Pee, Azusa Pacific University; Kevin Guidry, Sewanee: The University of the South
E-mail: dfutey@gmail.com; rpetersen@educause.edu; cpee@apu.edu; kguidry@sewanee.edu
Format: Panel
Theme: Security and Policy
Location: IR/PS - 3202
Description: The EDUCAUSE Center for Applied Research (ECAR) and ResNet Applied Research Group released the results of their security surveys in late 2006. Together, these studies reveal both the progress and challenges that remain for improving security at colleges and universities. This session will describe the survey results and initiatives of the EDUCAUSE/Internet2 Security Task Force to address areas where research results suggest that college and university efforts remain deficient.

3e: ITIL: Why Your IT Organization Should Care
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Presenter(s)/Institutions: Wendy Shih, Kent State
E-mail: wshih@kent.edu
Format: Lecture
Theme: Leadership and Management
Location: IR/PS - Robinson
Description: The IT Infrastructure Library (ITIL) is a set of best practice guides adapted by organizations worldwide to build a quality framework for IT Service Management. We will spend most of the time on the Service Support section since it is closely related to ResNet daily functions - Incident Management, Problem Management, Change Management, Configuration Management, Release Management and Service/Help Desk. You will learn how ITIL can improve IT structure, service quality, efficiency and internal/external communication. If you have any experience with ITIL, please join us for discussion during the last half hour about how ITIL best practices impact your operations. What is your vision for implementing ITIL and making your campus business operations and IT operations more successfully aligned?

Presentation Session 4
Monday June 25, 9:00 a.m. – 10:00 a.m.

4a: Technology Instruction Program for Students, Episode II: The Evolution of the Applications Help Desk
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Presenter(s)/Institutions Raphael Web, SUNY Oneonta
E-mail: webrp@oneonta.edu
Format: Lecture
Theme: Education and Learning technologies
Location: IR/PS - Gardner Room
Description: This presentation is the second in what we hope to become a series: The evolution of the Technology Instruction Program for Students, at SUNY Oneonta. Last year, we presented TIPS, our helpdesk for MS Office, and how it worked (and didn't work) through the first year. One year later, we're transforming the program into one that emphasizes online instructional material, and student created and led workshops. We also detail our future vision for the program as it now stands. Things that are working and challenges that require further change will also be listed. Examples of online instructional material will be shown.

4b: Hiring Good People for ResNet Support
Video
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Presenter(s)/Institutions Sean Thomas, Embry-Riddle Aeronautical University
E-mail: sean.thomas@erau.edu
Format: Lecture
Theme: Leadership and Management
Location: IR/PS - 3201
Description: We are all faced with finding good people to work in the ResNet Support Center. Many institutions rely on student employees to fill this role. How do you go about finding and hiring the right students? If you have the option to interview candidates, what questions should you ask? How do you deal with finding a good mix of students? Can you rely on resumes from young students to adequately weed out potential candidates? This presentation will be part 'lecture' with a lot of discussion. Topics covered will include: Determining personnel needs, Trying to cut through the resumes, First contact with candidates, Interview Questions, Scenario based interviews, Working with hiring restrictions and policies.

4c: Traffic Shaping & Quotas at Gigabit Speeds w/Cisco’s New SCE
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Presenter(s)/Institutions: Chris Giem, Chris White and Karl Vollmer, Oregon State University
E-mail: chris.white@oregonstate.edu; vollmer@lifetime.oregonstate.edu
Format: Lecture
Theme: Cool Tools
Location: IR/PS - Robinson Auditorium
Description: ResNet at Oregon State University had been using a Packeteer’s PacketShaper 6500 for the last 4 years, but we were limited by its 100mb interface. The decision was made to move to Cisco’s Service Control Engine (SCE) due to its high speed, many features and low cost. The presentation will walk though the design and implementation of a bandwidth shaping and automatic per user quota system using the SCE. We will also detail how we integrated the SCE IP to bandwidth usage information into our existing help desk application via the SCE’s API. Cisco SCE 2000 Series Service Control Engine http://www.cisco.com/en/US/products/ps6151/

4d: Cross University Open-source Software Collaboration
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Presenter(s)/Institutions Ian Tegebo and Jeff Kreutzen, UC Berkeley
E-mail: yontege@rescomp.berkeley.edu; jeffk@berkeley.edu
Format: Lecture
Theme: Future of ResNet
Location: Institute of the Americas - Hojel Hall
Description: We will begin the discussion with a case for open-source software in public teaching institutions. We will then present an overview of previous attempts and projects related to software collaboration between Universities. To provide context, we will briefly share our environment and why we think open source has been increasingly integral to our infrastructure over the past decade. Finally, we will propose a loose framework around fertile areas for immediate collaboration. (Note: also a BOF at 11:30 a.m. on Tuesday)

4e: The Consultant Portal
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Presenter(s)/Institutions Matthew Walker, Pomona College
E-mail: mwalker@pomona.edu
Format: Lecture
Theme: Cool Tools
Location: IR/PS - 3202
Description: Faced with the ever-growing need to manage the helpdesk shift schedule, one enterprising consultant took the initiative to develop a whole website dedicated to shift scheduling. It includes room service appointments, E-mail alerts when shifts are dropped/taken, and a shift history lookup for timecard audits. I plan on showing a live demonstration of the site and will make the source code available for implementation at your institution.

Presentation Session 5
Monday June 25, 11:00 a.m. – 12:00 p.m.

5a: Matrix Teams - Using the Matrix to Provide Better Support to Your Students
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Presenter(s)/Institutions: Thomas Rees, University of Arizona
E-mail: trees@u.arizona.edu
Format: Lecture
Theme: Leadership Management
Location: Institute of the Americas - Hojel Hall
Description: The resources for our department, the Office of Student Computing Resources, here at the University of Arizona are stretched more than a little thin. We were faced with a number of significant challenges. To address these, OSCR reorganized during the summer of 2006 from what had been a very traditional hierarchical structure, into what is known as a Matrix Team structure. This presentation will address what makes a Matrix Team structure different from what many see as business teams (read: committees) and the creation and running of our Matrix structure in particular. We will explore what went wrong and what we got right, and what the problems and successes were with how our staff has handled the profound changes that such a change dictates. We'll also talk about how we ensure real personal accountability in a comprehensive team environment, and what happens with people who just aren't “team players.” Finally, we will look at the bottom line. Does the student in need of technology support have a better experience now than they did a year ago?

5b: RARG: Then and Now: A ResNet Retrospective
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Presenter(s)/Institutions: Dave Futey, RARG; Kevin Guidry, Sewanee: The University of the South; Erica Spencer, Baylor University
E-mail: dfutey@gmail.com; kguidry@sewanee.edu; erica_spencer@baylor.edu
Format: Lecture
Theme: Future of ResNet
Location: IR/PS - Robinson Auditorium
Description: What important concerns surrounded ResNet in the early years? What problems have persisted throughout the years and still plague us today? How have ResNet issues changed? What have we all been talking about that wasn't recorded in the “Heard in the halls…” feature of the conference daily newsletter? Join the ResNet Applied Research Group while we take the mystery out of the history of the programs of the ResNet Symposia. We have collected and analyzed the presentations from the 1995-2006 ResNet Symposia, providing us with a rich picture of where we started and where we are now. We'll discuss trends, popular and emerging themes, and topics that have come and gone.

5c: Keep the Customer in Customer Services
Video
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Presenter(s)/Institutions: Ann Hall, The University of Memphis and Jim Rizzo, Providence College
E-mail: annhall@memphis.edu jrizzo@providence.edu
Format: Lecture
Theme: ResNet Operations
Location: IR/PS - 3201
Description: We have all the technical know how, but how do we effectively communicate to our customers in an empathetic manner? Some clients have a lot of knowledge on what is going on with their computer while others are completely in the dark. Each of them deserves the same level of service and respect. In this session we hope to pass along some tips on dealing with difficult clients and teach more effective ways to talk to your customers without talking down to them, or totally terrorizing them.

5d: The “E” in ResNET is for Education
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Presenter(s)/Institutions: Jeremy Buenviaje, Chris Williams and Paul Kamen, UNC Chapel Hill
E-mail: Jeremy_buenviaje@unc.edu; chris_williams@unc.edu; paul_kamen@unc.edu
Format: Lecture
Theme: Education and Learning Technologies
Location: IR/PS – Gardner Room
Description: UNC-Chapel Hill�s ResNET (Residential Networking, Education, and Technology) program provides IT support and education for 8,300 on-campus residents. Over the last two years, they expanded their scope to include new technology and to focus on education in order to keep up with the rapidly changing IT environment. Each of their 50 student RCCs develop training classes to support and enhance the interaction of technology and community within the on-campus living environment. They cover a wide array of topics including computer maintenance, multimedia, educational applications, security, and many more. To be successful, they had to develop a defined workflow and focus on the following issues: (How do they entice students to attend a class that has no course credit? How can they provide a consistent, high-quality service to our customers? How do they coordinate 50 student RCCs to provide these services?) They will show why education is important in our environment and the specific logistics, workflow and tools that they use to make it successful.

5e: How to Easily Customize Windows Install and Troubleshooting CDs
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Presenter(s)/Institutions: Minh Vuong, Yale University
E-mail: minh.vuong@yale.edu
Format: Lecture
Theme: Cool Tools
Location: IR/PS - 3202
Description: I will show you how to create customized Windows XP and Vista discs that include slipstreamed updates, patches, and drivers, thereby reducing Windows installation time by more than 50%. You and your staff will save hours and $$$$ because you no longer have to manually update Windows and then hunt for obscure drivers. Your Windows install discs will seamlessly detect and install everything you need to get Windows up and running as quickly as possible. For when your Windows install is not booting, I will show you how to create a customized troubleshooting disc that includes major hardware and software diagnostics. You and your staff can also use this custom CD to boot into a Windows-like environment to recover personal files before doing the Windows re-install.

Presentation Session 6
Tuesday June 26, 9:00 a.m.–10:00 a.m.

6a: Getting ResNet Done at WKU
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Presenter(s)/Institutions: James Kennedy, Western Kentucky University
E-mail: james.kennedy@wku.edu
Format: Lecture
Theme: ResNet Operations
Location: IR/PS – Gardner Room
Description: The presentation will cover such topics as staffing our ResNet office, the training of our student consultants, and more importantly, the support of student machines. (Please Note: In the interest of presentation time, these topics will be discussed from a broad point of view.)

6b: Cyber Law and Policy: An Update From Washington
Video
Presenter(s)/Institutions Rodney Petersen, EDUCAUSE
E-mail: rpetersen@educause.edu
Format: Lecture
Theme: Security and Policy
Location: IR/PS - Robinson Auditorium
Description: The 110th Congress now under Democratic control has established an ambitious agenda, including a number of issues that could have a significant impact on the future of the Internet and use of information technologies. Security and Privacy concerns dominate the political scene as information security leaks, including security breaches at many colleges and universities, have consumers and lawmakers concerned about identity theft and the potential for other forms of cybercrime. Congress and the Federal Trade Commission have also been struggling with how to effectively prevent spyware, phishing, spam, and other malware from negatively affecting consumers’ online experiences. And as new business models for legitimate music and movie sharing online continue to evolve, the entertainment industry continues to pressure Congress for legislative solutions that would force colleges and universities to do more to stop illegal filesharing among students. All of these issues are among the concerns regularly attended to by the EDUCAUSE policy team in Washington, D.C. This session will provide an update on legal and policy developments of concern to the ResNet community. (Note: Follow-up to Sunday’s BOF 3a)

6c: Network Administration, Policy and Doing the Right Thing
Video
Presenter(s)/Institutions: Matt Simmons and Jeff Wright, University of Michigan; Michael J. Feduccia, Louisiana State University; Michael Grinnell, American University; Adam Brock, Baylor University
E-mail: mpsimmon@umich.edu; jeffryw@umich.edu; mfeduc1@lsu.edu; grinnell@american.edu; adam_brock@baylor.edu
Format: Panel
Theme: Leadership and Management
Location: Institute of the Americas - Hojel Hall
Description: To block file sharing, or not? To support Windows 98, or not? These are just some issues that face the decision makers in residential networks. Discussion about difficult decisions and the rationale for choices made will occur.

6d: Tools for the Masses: Google Apps
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Presenter(s)/Institutions Megan Westerby, Barnard College
E-mail: mwesterby@barnard.edu
Format: Lecture
Theme: Cool Tools
Location: IR/PS - 3201
Description: Tired of the way operations run, but don't have the money and programmers to make the sweeping changes you want? Restricted by this and more, I decided to use Google to make my job, and our program, run more efficiently, despite a student staff restructuring. In this session, I plan to cover how we've used Gmail, Google Calendar, Google Docs and Spreadsheets, Gtalk, Google Reader and more. With just a little tweaking, we jump started outdated communication models and made long-distance scheduling and payroll easier while taking into consideration security concerns, all without using the official Google for Education.

Presentation Session 7
Tuesday June 26, 10:30 a.m.–11:30 a.m.

7a: Effective Customer Service: From Beginning to End
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Presenter(s)/Institutions: Jason Stein, Montana State University
E-mail: jasons@montana.edu
Format: Lecture
Theme: ResNet Operations
Location: Institute of the Americas - Hojel Hall
Description: This presentation will explore the methods Montana State University ResNet has devised in order to assist our customers from the moment they check into our living facilities until they leave us and what we do when they come back. Topics to be covered will include telephone support service, in center drop off/pickup experience, and in room assistance. Each of these topics will tie into the overall customer service model of offering full service desktop and hardware support for 3000+ residents and 200+ staff, off-campus student virus/spyware care, and the deployment and maintenance of 7 computer labs by 1 FTE and 7 part-time student technicians all while exploring the process from beginning to end.

7b: The Evolution of a ResNet Program
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Presenter(s)/Institutions: David Futey, ResNet Applied Research Group (RARG)
E-mail: dfutey@gmail.com
Format: Lecture
Theme: Future of ResNet
Location: IR/PS - 3201
Description: Several years ago I developed an outline on the evolution of a ResNet program based on Maslow's pyramid of self-actualization. In my view I see infrastructure as the ResNet's pyramid foundation and starting point with many tiers to climb for a ResNet program to achieve its own self-actualization within their respective institution. I will be seeking audience participation and perspective in order to generate thought as to where they can guide their program up the pyramid.

7c: Managing Large-Scale WLAN deployments using a Centralized WLAN Infrastructure
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Presenter(s)/Institutions: Stan Brooks, Emory University
E-mail: stan.brooks@emory.edu
Format: Lecture
Theme: Security and Policy
Location: IR/PS – Gardner Room
Description: Emory now has over 1400 APs serving our Academic and Healthcare networks (500 of those covering ResNet). Emory's wireless architecture philosophy and design parameters will be presented along with their decision to go with a specific vendor (Aruba) and why. Deployment and network expansion will be discussed from technical, management, and support perspectives with a focus on how to scale the network infrastructure and respond to a user population with a ravenous appetite for wireless connectivity. User stats of our Fall 2006 Move-in Weekend will be presented to underscore the demand for wireless.

7d: Once You Let Them Connect, How Do You Make Sure They Are Behaving?
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Presenter(s)/Institutions: Joseph Karam, Hamilton College
E-mail: jkaram@hamilton.edu
Format: Lecture
Theme: Security and Policy
Location: IR/PS - Robinson Auditorium
Description: Everyone thinks their networks are safe once users are required to authenticate and get scanned for virus protection, patches, firewall, etc. However, users can still be malicious and cause major disruptions on the network after being allowed onto the network. This presentation will demonstrate a unique approach to monitoring the network using twenty behavioral rules to automatically detect unwanted activity, actively contain the source of the traffic, and effectively stop it from spreading across the rest of the network.

7e: Going Virtual: Self-Help Tools and a Virtual Lab at LSU
Presenter(s)/Institutions: Melody Childs and Mike Smith, Louisiana State University
E-mail: mchilds@lsu.edu; msmith@lsu.edu
Format: Lecture
Theme: Cool Tools
Location: IR/PS - 3202
Description: Student services and support services are often amongst the first casualties in times of shrinking IT budgets. At LSU, we have leveraged resources to provide a garden of virtual services: GROK -- a home-grown robust, distributed-authorship knowledge base; VLAB -- a virtual application lab for students; and GoToAssist for remote PC troubleshooting.