1. Presented by: Eric Rosenberg – Student Manager Client Support Behzad Barzideh – Network Manager Stony Brook Remote Support For Students

2. Agenda About Stony Brook Our Services Why Remote Support? Our Remote Support Solution How It Works What’s Next?

3. Stony Brook University Location: Stony Brook NY about 60 miles east of New York City Student Population: 23,000 Residential Students: 9,000 10,000 Active Devices Faculty and Staff: 10,000 All Campus Buildings: 134 Residence Halls: 57

4. Client Support Student SupportFaculty Staff Support Drop Off Service Virus Removal Spyware Removal Operating System Reloads Registration Issues Software Installs Data Recovery Room Visits Registration Issues Connectivity Issues Diagnose Broken Ports Phone Support Desktop Support Remote Support SMS Atelier Remote Commander Apple Remote Desktop Etc 2 Full Time Employees 15 Student Technicians 9 Full Time Employees 7 Student Technicians Staffing

5. Provide a quicker resolution over traditional room visits More efficient use of technician's time Able to assist multiple users at the same time Happier techs :) QC! Why Remote Support?

6. Residential students are required to register their computers each semester The registration process checks for: Current Windows updates An approved antivirus Updated antivirus dat files Computer Registration Process

7. Cross platform Uses a “melt away” client Zero Footprint Ease of use Customizable web interface Remote to/from anywhere Client reconnects after reboot Bomgar

8. Bomgar Appliances B100 Desktop Appliance 1 concurrent session B200 Rack mounted Up to 20 concurrent sessions

9. Http://helpme.resnet.stonybrook.edu Windows Client Connection

11. Security Warnings

12. Connection Established

13. Representative Screen – PC to PC

25. Macintosh Client Connection Http://helpme.resnet.stonybrook.edu

27. Macintosh Client Download

28. Connection Established

29. Representative Screen – PC To Mac

37. Http://helpme.resnet.stonybrook.edu Linux Client Connection

53. Help more than one user at a time

55. Bomgar Administrator Web Interface Http://helpme.resnet.stonybrook.edu/Login

66. What’s Next? LDAP Eliminate traditional room visits

67. Questions and Comments

68. Eric Rosenberg Student Manager Client Support Eric.Rosenberg.@Stonybrook.edu 631-632-4996 Behzad Barzideh Network Manager Stony Brook Behzad.Barzideh@Stonybrook.edu 631-632-2899 Evaluations: http://resnetsymposium.org/rspm/evaluation