Announcement from Enterprise Center

Check out this announcement from the Enterprise Center  Click Here!

 


Adobe Flash Patch

Adobe will start pushing out (via Flash Auto Update) another fix for a 0day flaw being used to infect PCs.  Chrome and IE10/11 should be getting patches as well. You can also manually trigger the update to version 16.0.0.296.


New Solutions Center Organizational Model

 

The UTC Solutions Center, in a continuing effort to provide high quality technical support for students, faculty, and staff, has introduced a new organizational model for their Student workers. Under this new plan there are three levels of employee, each with correspondingly higher pay, more hours, and higher expectations. According to Associate Director Tony Parsley “The goal is to have consistency in our processes and focus on the service that we are giving to anyone who comes into the Solutions Center for technical support. So we are incentivizing employees with more hours and higher pay as rewards for dedication, knowledge and customer service.”

 

In addition to the new tier structure a greater emphasis has been placed on documentation and customer service. “Anytime somebody calls or walks in we open a ticket.” Mr. Parsley said “We want to make sure that that the issue is resolved and also so that there is a growing knowledge base to refer to in future should the same issue appear.” This further enhances the training that student technicians are given and ensures quality service for students at UTC.


Streamlining IT Projects using a Questionnaire

Setting up new technology can be hard, even more so when you don’t know who to ask for help. Caesar Wood of the Campus Recreation Department found himself in this situation on our campus several months ago when he was trying to get a software called Fusion set up for use by his department. He approached Larry Prince and Stephen Leather in the IT department for help. The Implementation started with first assessing the needs of the customer and then figuring out who to pull in to help set Fusion up. A questionnaire was developed which was used to pinpoint Campus Recreation’s needs and satisfy them with the minimum amount of difficulty.

 

The result was a very successful roll-out of Fusion and a grateful Campus Recreation Department. In the words of Caesar Wood: “If I had to point to two things that made this successful I would say that they were the close cooperation between everybody involved and the amount of time given to testing the project to ensure it worked before roll out.” The new program, Fusion, allows Mr. Wood to not only track attendance but run credit card payments and metrics on the utilization of the ARC. “I can break down how many students are using the arc, what their age is, how many times the use it a week, up to 104 different reports are available.” He said “It’s a great tool for our department.” Communication has been key in the entire process according to all parties concerned and the root of that communication has been an effective way of pinpointing the customer’s needs, in this case the questionnaire developed by Mr. Leather and Mr. Prince.

 

The idea of an internal questionnaire for use by the IT department as a heuristic device for better ascertaining the needs of the students, faculty, and staff of the University is the important part of this story and provides a model that might help make Central IT even more accessible and approachable. Instead of the customer having to figure out exactly what service they need IT to provide, instead a project manager (or wrangler) would be assigned and work closely with either a liaison or the customer to determine what is needed. This has the obvious advantages of streamlining the process and giving the customer a constant and familiar person to bring their questions and needs to. With this project needing help from everything from the Data Center to Field Support to Banner and Identity Management it would have been a long process for Mr. Wood to accurately predict what help he would need and track everyone involved down. By utilizing this questionnaire as a project manager the whole experience has been nothing less than a pleasant success for all concerned.

Zack Ridder


Apple to allow China to view iPhone guts

China will get full access to the iPhone and all its components.


Google’s Project Zero targets OSX

After releasing flaws in Microsoft products, Google has done the same for Apple.


Another Adobe Flash 0day

Less than two days since patching the last 0day, another one has been discovered.  Expect another patch soon.


Adobe Patches 0Day in Flash

Patch if you use it.


Details on Windows 10 and other things from yesterday

Microsoft put on a big show for Windows 10 and other new stuff.


Windows 10 is free for Win 7, 8, 8.1 users for the first year

Upgrade for free.


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