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Presentation Session 1:  Sunday, June 27 – 9:00am – 10:00am

Improving Learning Environments

• Presenter/Institution: Beth McCullough (Stanford University), Karen Neely (Western Washington University)
• Format: Lecture
• Theme: Education and Learning Technologies
• Technical Level: 0
• Location: COMM 115
• Description: Would you want to study inside a refrigerator? Chances are you and the students you support would prefer a more appealing learning environment. Yet four white, windowless walls and extreme temperatures are common features found in many of today’s computer labs, classrooms, and informal learning spaces. In this session, we will discuss how to develop and communicate design standards for learning spaces, ways to work with partners to encourage the use of design standards in renovations and new building construction, and simple ways to improve existing learning environments.
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Internet Super Highway: Autobahn or Improved Gravel Road?

• Presenter/Institution: George Casper (Bucknell University), Sheila Crowe (Montana State University), Paul Morrison (University of Toronto), Chris Webster (North Carolina State University)
• Format: Panel
• Theme: Security and Policy
• Technical Level: 2
  
• Location: COMM 225
• Description: What students want and need in terms of Internet connectivity vs. what they get. Sometimes we shape and block because we must in order to ensure fair use of our network resources. Sometimes we are required to take these measures in order to comply with law (DMCA, Higher Education Opportunity Act, etc.). And sometimes, some of us ignore all of that in favor of academic freedom and the like. North Carolina State University’s Chris Webster will talk about NCSU’s wide-open network (no shaping, no blocking, just wild-west open) and Montana State University’s Sheila Crowe will describe MSU’s not-so-wild-west-open network, where the network is shaped and sites are sometimes blocked altogether (gasp!). Bucknell University’s George Casper will talk about Bucknell’s transition from shaping to no-longer-shaping and why that happened, as well as some clever stunts students have tried to beat the system. Paul Morrison from the University of Toronto (That’s in Canada eh) will talk about the radically different legal landscape in Canada, approaches to shaping at U of T, and a recent analysis, RFP and acquisition of new shaping technology. Participation and general discussion will be encouraged.
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Student Supervisors & the Keys to Professional Development

• Presenter/Institution: Jordan Lewis (Indiana University), Teresa Pearson (Indiana University)
• Format: Lecture
• Theme: Support Operations
• Technical Level: 2
• Location: COMM 226
• Description: At Indiana University, we employ 24 student supervisors to help us manage 150 student consultants in a 24/7 operation. We typically promote within to find mature, tech savvy, responsible, customer service oriented individuals to take on the job of supervisor. We’re very successful at promoting and there’s no shortage of consultants wanting to be promoted but it’s not always easy to select the students who can make the transition to “boss” over their peers and responsibly handle the “keys to the castle” after we’ve gone home for the day. We plan to discuss how our team of student supervisors works to further our mission while maintaining our professional integrity throughout the residential and academic environments at IU.
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IT’s not easy being Green; Is sustainability really sustainable?

• Presenter/Institution: Chester Andrews (Oberlin College), Diane Cranor (Santa Clara University), Michael Miller (Santa Clara University), Matt Walker (Pomona College)
• Format: Panel
• Theme: Strategic Planning: Envisioning the Future
• Technical Level: 0
• Location: COMM 316
• Description: Join us for a panel discussion on all things green. Sustainability, what does it mean on a college campus? Power consumption, computers, and printing are just the tip of the iceberg. Does your college encourage students, faculty and staff to recycle? How many departments does it take on a campus to make a positive impact on the environment? Learn the new ways to help your campus be a friend of the environment, not the enemy.
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Presentation Session 2: Sunday, June 27 – 10:30am – 11:30am

Windows Deployment Services, Sysprep and You. Imaging Windows 7 Systems

• Presenter/Institution: Chuck Steel (Dickinson College)
• Format: Lecture
• Theme: Cool Tools
• Technical Level: 6
• Location: COMM 115
• Description: This presentation will detail our experiences with implementing Windows Deployment Services and tweaking it to fulfill our needs. Included will be our experience with creating an imaging process which includes using sysprep (something we had never done before), and lessons learned on “doing things the Microsoft way” will be shared. We’ll discuss how we worked with our server group to create an “Imaging VLAN” which is used exclusively for imaging and configuring new systems, and how this has greatly improved our process for getting systems to the field in a timely fashion.
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Many Hats: Supporting ResNet from a Central IT Role

• Presenter/Institution: Christopher Martinez (University of South Florida)
• Format: Lecture
• Theme: Strategic Planning: Envisioning the Future
• Technical Level: 2
• Location: COMM 225
• Description: After spending 10 years (1998-2008) building an IT department from the ground up for University Housing, everything changed when University IT consolidated and centralized the many disparate IT units across campus. Thrust into a new role as a direct report to the VP of IT and responsible for forming and leading a newly combined Student Affairs IT department, how do I make sure the ResNet mission is not lost in the shuffle? After 2 years of growing pains, new paths and opportunities are emerging that will allow IT to be a stronger than ever strategic partner in advancing the work of University Housing and ResNet. I will share what worked (and what did not) in the consolidation process. Also, how to manage expectations, both positive and negative, and put IT into position to move beyond support and be a full participant in student learning and success.
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DirectConnect & UM’s Network Access Control

• Presenter/Institution: Antony Jo (University of Montana), Chase Maier (University of Montana – Missoula), Jesse Neidigh (University of Montana), Adam Ormesher (University of Montana)
• Format: Lecture
• Theme: Security and Policy
• Technical Level: 6
• Location: COMM 226
• Description: During this session, the University of Montana will overview network-level policies and their home-grown Network Access Control solution currently being used to manage and maintain in-room network service for students. This will include descriptions of methods being used to maintain associations between endpoint devices with residents, enforce registration requirements on network devices, and enforce bans on devices or students who violate the UM Student Conduct Code or terms of use.
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Expanding and Reinventing Your Services During the Economic Downturn

• Presenter/Institution: Chris Hallahan (Kent State University), Wendy Shih (Kent State University)
• Format: Lecture
• Theme: Support Operations
• Technical Level: 2
• Location: COMM 316
• Description: At any state institution, budget is always an issue. Despite this, last fall Kent State University expanded its resnet services from just 6,000 on-campus students to more than 25,000 commuters, including faculty and staff. At the same time, our service offerings expanded from basic computer support to complete computer care, with certified hardware repair (Dell and Apple), data backup and recovery and software troubleshooting. The rebranded Tech Spot @ ResNet has since received a more than 95% satisfaction rating and rave reviews, while exceeding its original financial projections. We accomplished this all the while sustaining double our work volume, with fewer student workers, higher productivity and a new pricing structure. This session will show you what it takes to begin a similar, sustainable operation at your institution. We’ll include: how to get buy-in from other departments and your current staff members; inexpensive but great changes we made to our workflow; how to gain visibility in the community through marketing; and ways to handle increased traffic volume. The presentation will also include some great tips on how to manage user perception, gauge satisfaction, improve your work space, and other secrets to our success!
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Presentation Session 3: Sunday, June 27 – 1:00pm – 2:00pm

Transforming the Customer Service Experience

• Presenter/Institution: Carol Rose (St. Cloud State University)
• Format: Lecture
• Theme: Support Operations
• Technical Level: 2
• Location: COMM 115
• Description: The HelpDesk at St. Cloud State University serves as a point of contact for technology questions, problems and services. In order to serve our customers, we have purchased and developed tools for internal use, as well as for the customer’s use. We will explore these tools, as well as the obstacles and triumphs that we have encountered on our journey towards providing excellent customer service to our students, faculty and staff.
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Lights, Camera, Action!: Supporting Students’ Digital Media Needs

• Presenter/Institution: Erin Scott (Yale University)
• Format: Lecture
• Theme: Support Operations
• Technical Level: 5
• Location: COMM 225
• Description: Yale University saw an increase in demand for media equipment and support over the past several years. To address this, we conceived and launched a new equipment checkout and support program, sponsored by ITS and the Library. This presentation will cover the benefits and challenges of starting such a program, a demonstration of our open source Ruby on Rails web application that was written to meet the unique needs of the program, and a discussion on how collaboration has benefited the program.
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Unlimited Limits

• Presenter/Institution: Greg Parks (University of Waterloo)
• Format: Lecture
• Theme: Security and Policy
• Technical Level: 3
• Location: COMM 226
• Description: Learn how the University of Waterloo has successfully brought traffic optimization technology from Sandvine to the residence environment. Using real-time inspection and prioritization of protocols and traffic type, students are provided uninterrupted access without costly bandwidth going to waste.
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Basic Computer Clean-up

• Presenter/Institution: Larry James (University of Nebraska – Lincoln)
• Format: Lecture
• Theme: Cool Tools
• Technical Level: 7
• Location: COMM 316
• Description: As a continuation of last year’s presentation, utilizing updated tools and procedures, I will discuss the standard procedures used by student workers on any computer brought in because it’s working very slowly, won’t run certain applications, or has a virus. If time allows, I will discuss more advanced troubleshooting procedures.
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Presentation Session 4: Monday, June 28 – 9:00am – 10:00am

Start Here: The Commons Help Desk: myth or reality?

• Presenter/Institution: Diane Cranor (Santa Clara University), Michael Miller (Santa Clara University)
• Format: Lecture
• Theme: Strategic Planning: Envisioning the Future
• Technical Level: 0
• Location: COMM 115
• Description: Santa Clara University opened a state of the art learning commons, technology center and library two years ago. In the center of the first floor is a very large sign, Start Here, above a shared commons help desk. Information Services consisting of Information Technology, Media Services and the University Library staff the commons help desk. The desk has two parts, the commons help desk staffed by all three departments and library students, and the student help desk staffed by IT Student Technical Services. Join me on the journey that started before the building opened, and continues with policy and staff changes. Our growing pains and successes will assist your college in the journey to provide one service point for your clients. We are still moving forward to better cross train our students and staff to provide better service at all the service points in our building.
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Multimedia Production Crash Course

• Presenter/Institution: Kenneth Chan (Stanford University)
• Format: Lecture
• Theme: Education and Learning Technologies
• Technical Level: 4
• Location: COMM 225
• Description: What does it take to teach and manage a class in Multimedia Production? In Stanford’s CS2C class, students are introduced to various popular multimedia technologies like Adobe Photoshop, Apple GarageBand, and digital camcorders to complete a number of hands-on projects in image, audio, and video editing. Lectures and labs are held centrally as well as through select on-campus residences, with additional options for distance learners. The quarter-long crash course includes weekly assignments and a final DVD Portfolio project which are managed through the Coursework/Sakai course management system. In this presentation, we will share our current implementation of the multimedia teaching program, sample assignments, student work, survey data, and lessons learned so far. Come whether you’re looking to implement your own classes or interested in learning a little bit of multimedia yourself!
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Making the switch to a modern Ticket Tracking system

• Presenter/Institution: Andrew Blaner (Barnard College), Mike Malsed (Claremont McKenna College), Jim Rizzo (Providence College)
• Format: Panel
• Theme: Support Operations
• Technical Level: 4
• Location: COMM 226
• Description: Panel discussion of the key elements of our current ticket tracking systems that we used in our decisions to choose a new system. We will discuss what we didn’t like about our previous systems that caused us to want to switch away from them. In addition to discussion about the ticket tracking systems, we will also discuss how we have used our systems to better support our clients by analyzing ticket trends. Discussion will include Web Help Desk, SchoolDude IT Direct, and FootPrints.
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Virtual Solutions to Real Life Problems

• Presenter/Institution: Antony Jo (The University of Montana), Jesse Neidigh (The University of Montana)
• Format: Lecture
• Theme: Cool Tools
• Technical Level: 5
• Location: COMM 316
• Description: Join Antony Jo from the University of Montana as he presents what his office has done with Application, Desktop, and Server virtualization in providing solutions for both students and staff members on their campus. Learn some of the benefits of using virtualization technologies and the growing pains in establishing the system.
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Presentation Session 5: Monday, June 28 – 10:30am – 11:30am

Viking Village: Developing and maintaining a campus-wide online learning and social space

• Presenter/Institution: Jamin Agosti (Western Washington University), Jeff Purdue (Western Washington University), Andy Peterson (Western Washington University)
• Format: Panel
• Theme: Education and Learning Technologies
• Technical Level: 2
• Location: COMM 115
• Description: Viking Village is an active online community developed at Western Washington University. It includes an open forum, a gallery of creative work, and student, staff, and faculty blogs and profiles (http://vikingvillage.wwu.edu). The panel will share a variety of perspectives on the development and maintenance of the site. We will talk about how the idea of Viking Village was developed and implemented, some the challenges we face in maintaining an interactive space, and provide some information about the development of the site using Drupal.
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Have you tried turning it off and on again?

• Presenter/Institution: Nathan Monaghan (Grinnell College), Chad Zinn (Grinnell College)
• Format: Lecture
• Theme: Strategic Planning: Envisioning the Future
• Technical Level: 5
• Location: COMM 225
• Description: At Grinnell College we faced the pending end of life for our underutilized Systems Management Server and our outdated Clientele ticket management system. After several years of use, both systems had served us well but limitations with these systems had left us wondering where to go next. After several months of research and demos we finally settled on a pair of KBOX appliances from Kace. From day one with the appliances we have begun to rethink how we provide services on campus; including image creation, software deployment and patch management. We are also looking forward to technologies to compliment the KBOX, mainly tools to help stave off certain types of malware infection, address concerns relating to power consumption, and to help deal with the deployment of uncooperative software packages.
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Operating a hardware repair facility

• Presenter/Institution: Adam Bray (Yale University)
• Format: Lecture
• Theme: Support Operations
• Technical Level: 6
• Location: COMM 226
• Description: In recent years, our support operations have shifted from mainly software to 50/50 software/hardware, requiring significant restructuring in our operations. In this presentation, I’ll describe how we’ve set up a special advanced repair facility to work in conjunction with our walk-in help center. Topics include training students, building a safe and efficient space for computer repair and data recovery, and procedures to minimize mistakes.
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Developing a Student Manager Program

• Presenter/Institution: Erin Nettifee (Duke University)
• Format: Lecture
• Theme: Leadership and Management
• Technical Level: 2
• Location: COMM 316
• Description: As organizations, we often rely heavily on student employees to provide support during and after hours. And, we sometimes struggle to find the time to supervise and grow those students as workers, especially as worker pools grow and we use students to extend services as a low-cost staffing source. One of the ways that programs can help manage those students is to develop a student supervisor/manager program, helping strong student employees develop peer management skills and handle first and second-tier customer issues and concerns. In this presentation, I’ll discuss my experiences helping to develop student manager programs at two universities, focusing in on lessons learned and advice for resnet programs that are either contemplating starting a student supervisor program or wanting to grow a manager role already in place.
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Presentation Session 6: Tuesday, June 29 – 10:30am – 11:30am

Marketing – Your biggest non-network connection to your campus

• Presenter/Institution: Andy Voelker (Western Carolina University)
• Format: Lecture
• Theme: Strategic Planning: Envisioning the Future
• Technical Level: 0
• Location: COMM 115
• Description: This presentation focuses on a complete package of creative communication efforts to all facets of the academic experience. We will discuss how to effectively use the resources you have to raise awareness of your services and/or take proactive measures to diminish workload. We will also explore non-traditional methods of creative ads using YouTube, digital signage, Twitter, guest speaking in classes, actors, treasure hunts, radio ads, and more. Shy on funding or resources? Don’t worry, we have plans to either use what you have, get more, or get others to do it for you.
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Shifts 2.0: Managing your Employee’s Shifts and Payforms

• Presenter/Institution: Adam Bray (Yale University)
• Format: Lecture
  
• Theme: Support Operations
• Technical Level: 4
• Location: COMM 225
• Description: Shifts is our internally-developed application to manage the scheduling and payroll of employees. After a year of working on the application and using it ourselves, we’re ready to share our work. In this presentation, we’ll show off the main features, demonstrate how to use the application, and show you how to host the application at your university.
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Exorcising Ghosts: Changing the way systems are deployed

• Presenter/Institution: Isaac Holmes (University of Notre Dame)
  
• Format: Lecture
• Theme: Cool Tools
• Technical Level: 7
• Location: COMM 226
• Description: After having used Symantec Ghost for more than ten years at the University of Notre Dame, we have recently begun transitioning to Windows Imaging (WIMs) for most of our imaging needs. This session will discuss challenges, both technical and biological, in making the transition from where we were (Ghost only), to where we are now (WIM & Ghost), to where we are going (Windows Deployment Services), as well as tools we are using to get there. As part of the transition, we created a single baseline image for each OS rather than every department creating and maintaining their own individual images. If you really want to have fun, get eight people to agree on what should be in a system image. I’ll tell you how we did it.
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• Download Documentation – Creating WIM Images for System Deployment Using Windows 7 PE
• Download Documentation – Creating WIM Images for System Deployment Using Windows Vista
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What’s in your remediation toolkit?

• Presenter/Institution: Larry James (University of Nebraska – Lincoln)
• Format: Structured Discussion
• Theme: Cool Tools
• Technical Level: 7
• Location: COMM 316
• Description: When students bring their computer infested with viruses, spyware, rootkits, and other malware to you, what tools do you use to clean them?  What applications do you use to tune up hard drives and clear unused files?  How do you educate your students in regards to backups, security, and other ‘best practices’?  After a brief introduction, everyone will be encouraged to share their toolkits and experiences, with the hope that a comprehensive list of tricks can be developed for everyone to walk away with.
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Computer Power Management: A Major Savings Opportunity Sitting on over 90% of US Desktops

• Presenter/Institution: Michael Walker (Beacon Consultants)
• Format: Lecture
• Theme: Strategic Planning: Envisioning the Future
• Technical Level: 3
• Location: AW 204
• Description: This session will focus on how often-overlooked computer power management features can save as much as $300 in electricity per computer over the typical service life of a PC or Mac. After a brief overview of the energy savings opportunity and a layman’s explanation of computer “sleep” features, we will discuss how to overcome common technical and non-technical obstacles to realizing computer energy savings. Learn how colleges, local governments, and businesses have reduced their energy costs without compromising the user experience or network security, and learn about free resources available to you. Time permitting, we will also discuss strategies for dramatically reducing the electricity consumed by computer peripherals and other electronic office equipment.
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Theme Descriptions:

Strategic Planning: Envisioning the Future

What does the image in the crystal ball look like at your university? Do you have plans underway for big changes, or are you doing something new that takes your services to the cutting edge? Share your plans and successes. Topics might include: outsourcing services (e.g. ResNet), developing new IT partnerships for delivering service, deploying Windows 7, new support models, redefining Service Level Agreements, creating new ‘pay for service’ models, identity management, lab machine deployment, wireless initiatives, and reevaluating television/telephone services in the residence halls.

Education and Learning Technologies

Are you providing unique learning opportunities or implementing new learning technologies for students at your school, residential or otherwise? Get your academic folks involved and present on topics such as classroom technologies, academic partnerships, providing learning technologies in residences, residential learning communities, mobile learning technologies, social networking, adaptive technologies, SMART technology, and more!

Support Operations

What does it take to make things work at your university? Share your innovative ideas and operational successes (or failures) with your colleagues. Topics could include: staffing your academic and residential services, knowledge management, support issue solutions, evaluating your services and/or staff, drop-in service delivery, telephone support processes, help desk procedures, staff training, computer lab management, and more!

Security and Policy

The work never ends when it comes to securing the network. Share your solutions for security, including dealing with virus and spyware invasions and intrusion detection/prevention. Educate your peers on the policies and technologies you have put in place to guide your clients in the area of virus protection, copyright infringement, privacy, encryption, packetshaping, smartphone policies, wireless policies, and group policies on public lab computers.

Cool Tools

Over the years, many of you have developed or embraced innovative homegrown or commercial software and hardware solutions to help you implement and maintain your services. Share your ups and downs and provide the geek factor we love to indulge in at ResNet symposiums. Think mobile, gadgets, software, video, mapping, handheld devices, websites, software deployment, and more!

Leadership and Management

The success of any service is its ability to maintain agility while pursuing clear goals and direction. Strong management policies and functions impact organizational success and often involve positive leadership. What management or leadership approaches work in your organization? Relevant topics may include project management, planning processes, hiring policies, committees, mentoring, partnerships, leadership training, strategic planning, budgets, document management, effective communications, and staff development.

Technical Level Scale:

0 (I’m not sure how to turn this thing on)
1
2 (I can use the web and email)
3
4 (I can download and install software)
5
6 (I can install an operating system)
7
8 (I fix other people’s code)
9
10 (I’m a UNIX admin…PWNED!)

Questions

If you have any questions, please contact Lisa Mastropaolo, ResNet 2010 Program Committee Chair.