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					Presentation 2C:
Re-evaluating ResNet:
Tools and Concepts

   Presenters:
     Todd Thomas
     Justin Wilbers
About UNI

  Cedar Falls, Iowa
    One of three State Universities in Iowa
  11,000 undergrads
    4,500 live on-campus
  1,600 postgraduates
  Primary focus as a liberal arts college,
   teaching, and business school
ResNet structure - UNI

    Primary duty- Internet access
    1 FTE (ResNet Specialist)
    Support from central IT and Housing staff
    Student support:
      2 Lead students
      3 RCCs for each side (North and South)
      8 Assistant RCCs (temporary help)
About Missouri State

  Springfield, MO
    Originally Southwest Missouri State
    Second largest university in Missouri
  17,425 undergrads
    4,000 live on-campus
  2,700 postgraduates
ResNet Structure - MSU

    Primary Duty – Technology Support
    1 FTE (ResNet Administrator)
    Part of Residence Life (Housing)
    Student Support
      2 Graduate Assistants
      10 ResCons (ResNet Consultants)
Responsibilities and Services

  Provide technology support for residence hall
   students
    Includes hardware/software installation and
     troubleshooting
    Virus and spyware detection and removal
    Not in charge of the network, but help students with
     getting and staying connected
  Manage residence hall computer labs
  Support residence hall staff
Concept: Understanding
student needs/perceptions
  We understand students, right?
  Perceptions = reality
A survey

  Collaboration with student class project
  UNI survey tool
  UNI stats analysis offered
Survey Questions

  Demographics already available
  Background:
    How many and what types of devices do you
     have registered?
    What type of Internet connection did you
     have before coming to UNI?
Survey Questions
(continued)
  Perceptions:
    How would you rate ResNet’s speed?
    How satisfied were you with ease and speed
     of registering?
    List any limitations you’ve encountered while
     trying to use your network connection
Survey Questions
(continued)
  Support
    Have you visited our website?
    How would you like to be contacted (UNI e-
     mail, UNI phone, cell phone, other)?
    Have you contacted ResNet for help before?
     If so, how many times and how was that
     experience?
    Rank the importance of the following:
     Customer Service, Ease of Use, Speed, and
     Reliability
Interpreting the results

  Overall positive results
  Baseline established for next year
  Freshman were less satisfied
  Wireless demand
  Preferred contact method- e-mail
  Non-traditional students are more
   support-intensive
  Network performance is #1
Concept:
Increasing Communication
  Situation: ResNet not well known
    Nearly 50% of Residence Hall students are
     new—many of whom do not know of us
    They don’t know about our services
    With changing demographics, it’s hard to tell
     what they need and want
  Resolution: Get the word out
    Articles in the student newspaper
    Campus events
    Facebook group
Methods of Contact

    ResNet Website
    Mailings and brochures
    Flyers
    Campus Computing Newsletter
    Newspaper articles
    Speaking at group meetings
    Facebook group
Results
  In regard to soliciting feedback, the response
   rate was much lower than expected.
    Most communication has been in one direction
    Students mainly contact us when they have a
     problem or complaint.
  In regard to overall contact, however, our
   number of calls went down.
    Students began to use the website and provided
     information to resolve their own issues.
    A lot of communication is informal, transferred from
     person to person.
Concept:
Business Process Re-engineering

  What is BPR?
    BPR aims to elevate efficiency and effectiveness of
     the processes in an organization

  The key is to view the business processes from
   a ―clean slate‖ to determine how to improve
   them
  Calls for dramatic improvements, often an
   increase of 70 percent or more
  A bit drastic for some, but it points us in the
   right direction
BPR Importance
  What’s the ultimate organization goal?
    ex: Best customer service, quickest response rate,
     lowest cost, diversity of services, etc...
  Allows us to reverse design the process and
   work backwards to create it
    For instance: If Customer Service is your goal,
     envision an ideal scenario and figure out how to
     work backwards to achieve it
  Makes you think about your processes
    Are there needless steps or multiple handoffs?
Practical Application:
Network Port Repair
 Old Network Port Repair Process
   1.   Student contacts ResNet
   2.   Troubleshooting over phone
   3.   ResNet technician tests port with tablet
   4.   Case is submitted to Networking Services
   5.   Networking Services tests the port
   6.   Case is submitted to Telecommunications
   7.   Network port is repaired
Analysis

 That’s an average of six business days to
  resolution, three visits, two hand-offs, and
  one frustrated student that keeps calling
  us.
 So, why do it this way?
 Because, that was ―the way it’s always
  been done.‖
Network Port Repair

 New Network Port Repair Process
   1.   Student contacts ResNet
   2.   Troubleshooting over phone
   3.   ResNet technician tests port with tablet
   4.   Case is submitted to Telecommunications
   5.   Network port is repaired
Results

  Average resolution time was cut by over 50
   percent.
  Fewer handoffs meant less confusion for the
   student and better status updates.
  Future plans?
    Further integration of individual systems.
    More training for ResNet employees and Fluke
     testers to eliminate the need for Networking
     Services intervention.
Concept: How is our
network doing?
  Baseline needed
  Identify network structure and services
  Identify tools for meeting these needs
Tool #1: The Dude

  From MikroTik (www.mikrotik.com)
  Features:
      Free
      Configurable
      Good reporting features
      Easy to install and setup
Dude Demo


            Submap




  Maps
Device overview    Inside




                  Outside
Graph preview of DNS




                Services
                monitored
Device details




                      Service(s) status
   Monitoring agent
Outage information



       Outage details
Services monitored



         Services and status
Graph by time



 Services and status
Charts used




              Charts
Graphing customization




Adding a service
DNS chart with export



               Exporting graphs
What has The Dude told
us?
    Baselines
    Outages
    DNS problems
    Usage patterns
The future for The Dude

  Full rollout this Fall
  Incorporating other services to monitor
  Use of the boxes for other purposes
Tool: NPT

  Network Performance Toolkit
    Primary use is Network Diagnostic Tool (NDT)
  http://e2epi.internet2.edu/network-
   performance-toolkit.html
  Available as a linux kernel module (Web100)
  Bootable Knoppix distro for network testing
  How it works
NDT start page
Results of test
Detailed test info
How will we use NPT?

  Allow users to test themselves
  Internal testing
  Stats over time
Tool: Cacti

    http://www.cacti.net
    Free and Open Source
    MRTG replacement
    Generally used for trending,
     comparisons, and forensics
Screenshots and demo of
Cacti
CPU usage for the past 2
hours
CPU for the past year
Selectable time frame
Zoomed in
List mode and templates
Graphs
Results of graph
comparisons
What has Cacti told us?

  Baselines, again
  Memory usage
  Demand
Tool:
ResCon Flashdrive Update Utility

  Developed by student employee
  Features
    Copies tools from network drive to USB
      Can add updated files or format/rebuild drive
      Copies useful utilities, including:
         Virus/Spyware definitions, Patches, Updates
    Used with custom script to download
     updates
      Uses wget to copy files to network drive
Previous method:
  Burn files to CDs one at a time


Drawbacks of CD:
  Very slow, requiring several machines
  Difficult to quickly update files
  Not all machines could read CD/RW
  CDs easily scratched and misplaced

Advantages of USB:
  Easier to transport, quicker to update
  Tool is much cheaper than USB replicators
Program Operation
What did this teach me?

  Some of your best developments and
   insights can come from student
   employees.
  Enable them to explore their interests
   and grow their talents
  Diversify your workforce
  Provide various career paths
Tool:
Scripting Symantec Antivirus
 Tools Needed
  Symantec Antivirus
  AutoIt v3
    http://www.autoitscript.com/autoit3
  WinRAR
    http://www.rarlabs.com
  Example Code for Vista (64-bit)




@OSVERSION: WIN_XP, WIN_VISTA, WIN_2000
@ProcessorArch: X86, X64
Creating the AutoIt Script:
 Open the SciTE Script Editor
 Begin by declaring the variables and creating
  firewall exception for the program
 Each package must be modified for the desired
  OS and managed antivirus server
 On the RunWait line, verify the path where the
  SAV installation is stored in relation to where the
  script is stored
 Save the script and use ―Compile Script to .exe‖
Creating the Self-Extracting Archive:

    In a File Explorer window select the script executable
     and SAV installation files.
    Right-Click on one of the Selected Files and select
     ―Add to archive…‖
    Select your preferred options and check ―Create SFX
     archive‖.
    Select the Advanced TAB and click on ―SFX
     options…‖
    Under the Setup program, in ―Run after extraction
     box‖, enter the name of the script and click on OK.
    You are now ready to deploy SAV!
Tool: SEP

    Symantec Endpoint Protection
    Rollout this Fall
    Better management and reporting
    Additional services and security options
    Anyone else implementing? Let’s talk
Contact Information

  Todd.Thomas@uni.edu
  JustinWilbers@missouristate.edu

 Evaluation Website
 http://resnetsymposium.org/rspm/evaluation

				
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