1. Emory University June 30, 1998 Planning for a Large- Scale Implementation Lee W. Bannister, Coordinator Residential Networking (ResNet) Computing and Information Services University of Pittsburgh

2. Emory University June 30, 1998 University Overview n 5 campus system with Pittsburgh as the main campus n 25,218 students; 5600 on-campus undergraduate residents n Tuition (per Academic Year) u PA Residents: $5,658 u Out-of-state Residents: $12,422 n Room and board: ~$2,800 per term

3. Emory University June 30, 1998 CIS Overview n Computing and Information Services (CIS) u employees ~200 full-time staff and 120 part-time staff (students) u 4 main divisions: Support Services, Systems and Networks, Information Systems, Telecommunications u Consolidated CIS Help Desk (4- HELP) u Customer Service Focus

4. Emory University June 30, 1998 History of ResNet@pitt.edu n In 1996, Office of the Provost announced 4-year $2 million program to equip all Pittsburgh campus residence halls with Ethernet network connections n Computing and Information Services (CIS) created ResNet, a comprehensive administrative and end-user support program to support residential computing

5. Emory University June 30, 1998 Phase I Wiring n 2662 Ethernet Connections Installed in Summer, 1997 u 4 Residence Halls u Switched 10Base-T Ethernet Connections u Cisco Hardware u Wiring and Activation Outsourced

6. Emory University June 30, 1998 Phase I Support n 1 Full Time Staff Member n 11 Residential Consultants (ResCons) u Room and Board Stipend u 10-15 Hours per Week Expected u 6 Day Training Program u Full Support Provided (Hardware, Software, etc.) n ConnecTech Volunteer Program

7. Emory University June 30, 1998 Informing Students n Summer Mailing u Mailed to all resident students in mid-July u Included Truckload Sale, ResNet and General Information n Student Orientation Sessions n Posters and Signage in Labs

8. Emory University June 30, 1998 Integration with Help Desk n CIS Help Desk u Centralized University Computing Help Desk u Currently Operates 8:30am to 5:00pm Monday through Friday F After-hours Emergency Coverage Available u Remedy ARS u Automatic Call Distribution (ACD) System

9. Emory University June 30, 1998 Remedy ARS n 40,000+ Tickets Created Since March 1, 1997 n Web Interface n Knowledge Base Integration n Available to all CIS and ResNet Staff n Demonstration n Future Modifications

10. Emory University June 30, 1998 Start-Up Year Summary n Lessons Learned u Fall Start-Up is Fast-Paced! u Make Students Self-Sufficient! u Document Everything! u Enforce Support Guidelines! u Give Responsibility to Student Staff!

11. Emory University June 30, 1998 Phase II Wiring n ~3000 Ethernet Connections currently being installed u Remainder of Residence Halls and Fraternity Houses u Switched 10Base-T Ethernet Connections u Cisco Hardware u Wiring and Activation Outsourced u Fiber Path Problems to Some Locations

12. Emory University June 30, 1998 Phase II Support n 3 Full Time Staff Members n 26 Residential Consultants (ResCons); 5 of them are Senior ResCons u Room and Board Stipend u 10 Appointment Hours per Week u 5 Office Hours per Week u 7 Day Training Program u Full Support Provided (Hardware, Software, etc.)

13. Emory University June 30, 1998 Future Direction n Virtual Computer Store n GroupWare Implementation u ResNet Staff Use u Residence Hall Pilot Project n In-residence Training Program n 24-Hour Help Desk/Consulting Facility Integration n Incorporation of Off-Campus Remote Connectivity Support

14. Emory University June 30, 1998 Questions? Contact Information: Lee W. Bannister, Coordinator Residential Networking (ResNet) Computing and Information Services University of Pittsburgh (412) 383-9641 (412) 624-9136 (fax) lwb+@pitt.edu