1. David V. Ecker www.davidecker.com

2. Stony Brook and Client Support Stony Brook University Located 60 miles east of New York City 22,000 students, 10,000 students live on campus 20 residential hall buildings. Client Support Provides Faculty/Staff and Student support 13 Professionals (8 Faculty/Staff, 2 student, 1 manager) 12 students in Student support 8 students in Faculty/staff support

4. Economy and IT change Budgets shrinking Technology change Hardware Software Networking Where does it end?

5. The Death of the Desktop

6. The Storm

7. Time for a Choice - Which is more important when you manage an IT group? The Technology Resources

8. 1. Break fix – reactive team 2. Innovative team 3. Project oriented team 4. None of the Above Look at the future of technology - where do you see your group fitting in?

9. My answer: We all have to change to be innovators and strive to improve ourselves. Only problem.. How do I do this?

10. Orientation Opportunity One thing I always been able to take advantage of is to see an opportunity and run with it. Play Orientation Video

11. Laptop Check? Script to check for patches. Our student registration system requires Windows Patches…. Here is the quick script..

12. Communications We strived to improve communication for the Information technology Blog Facebook Fan page Twitter sites http://twitter.com/sbresnet SB Tech site (internal communications for University support) http://teams.stonybrook.edu/clientsupport/sbtech http://teams.stonybrook.edu/clientsupport/sbtech Live Chat

13. Remote Support Bomgar Blackberry support Escalation Phone Support Desks Knowledge base Self Directed diagnostics https://survey.stonybrook.edu/

14. In Person Support Stony Brook opening weekend Triage Center Elimination of Room visit support Drop in Center – expansion and standards 8 hours or less Warranty work for Dell only Multi-Boot DVD

15. Training We all conduct training for our students now lets branch this idea out Training to students in Resident halls or other places on campus. WebNars with http://www.dimdim.com/http://www.dimdim.com/ Host technical question and answer sessions. Training on Combo Fix KeePass

16. Application Support If the desktop is dead where does it leave us? Applicaton Specific Support R25 Stony Brook Reporting Anti-Virus System management SCCM Terminal Server GPO management

17. Wireless Walk in Center 30 minutes max service time Wireless connectivity issues Appointment system Document of common questions/answers Mobile Device support (iPhones and Blackberries) Application help

18. Challenge yourself and Team Twitter Terminal Servers and GPO’s Mobile Devices Bomgar Project System – all idea’s

19. Lets Predict Technology’s Future?

20. Email? Is Email an outdated technology?

21. Embrace New Technology Netbooks The new social networking sites.. Ning.com Mobile Devices Tethered blackberries or broadband cards Micro projectors for faculty and students

22. Out of the Box thinking To keep innovating along the same lines as the Orientation video and the script, what do I need to do?

24. Questions

25. Information David V. Ecker David.ecker@stonybrook.edu Manager of Desktop Support – Stony Brook University www.davidecker.com Twitter: davidvecker Resnet Evaluation: http://www.resnetsymposium.org/rspm/evaluation/