[41273] in Resnet-Forum
Re: OS installation on student devices
daemon@ATHENA.MIT.EDU (Keenan Parmelee)
Wed Jun 22 13:53:55 2016
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Date: Wed, 22 Jun 2016 10:52:55 -0700
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Keenan Parmelee <keenanparm@BERKELEY.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <9757929337909020.WA.mcwherter.5osu.edu@listserv.nd.edu>
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Hi Jordan,
We do pretty much anything and everything, with the caveat that the work
that we do is "best effort."
Our first goal is to ensure that machines can get online and don't pose a
security risk. So priority is always to troubleshooting network issues and
malware issues. In fact, the majority of our support cases deal with
malware removal or other security-related issues.
For OS installation, we'll assist as best we can. We never let students
leave their devices with us, rather they have to be present for every step
of the way. We ask them to bring an external hard drive for data backup,
but if they don't have one, we'll use one of ours for temporary storage of
data while the drive is being reformatted. We have a bunch of ISOs for the
different versions of Windows and can image USBs with them fairly quickly.
Before we begin, we always ask the customer to inspect the contents of the
external hard drive to verify that the data that they need is present. We
also try to ensure that they have license keys for all the software they'll
need (Adobe, Office, Windows, etc.) which the University provides to
students for free.
We'll then go through the process, again always keeping the student with
us. It can be time consuming as you know, but it's important for
accountability. Hopefully along the way, the student will pick up some
valuable technical knowledge as we walk them through the process. We'll
assist with copying the data back and reinstalling applications, again
having them verify that everything is present before we leave the
appointment.
We do not retain student data on our drives for liability purposes.
For bootcamp, again, we'll help as best we can. It's usually pretty
straightforward.
---
Keenan Parmelee
Technical Services Manager
Student Affairs Information Technologies
http://rescomp.berkeley.edu
On Wed, Jun 22, 2016 at 10:00 AM, Jordan McWherter <mcwherter.5@osu.edu>
wrote:
> Hello everyone,
>
> Our service desk team mans several walkup locations around main campus =
=E2=80=93
> we are currently looking to define our support services at these location=
s
> a bit more clearly. We currently make a good faith effort on anything th=
at
> comes our way, but considering the BYOD environment we of course make no
> promises. I would like to find out how others have handled support of th=
e
> following on student devices and what considerations went in to those
> decisions:
>
> Imaging, OS installation
> Bootcamp
> Data backups
> Malware removal
>
> Thanks! Please let me know if these has already been discussed elsewhere=
.
>
>
> Jordan McWherter
> ITSD Service Desk Manager
> Office of the Chief Information Officer
> 418B Baker Systems | 1971 Neil Ave. | Columbus, OH 43210
> =EF=80=A8614-688-2620 | =EF=80=AA mcwherter.5@osu.edu
> ocio.osu.edu | osu.edu
>
> ___________________________________________________
> You are subscribed to the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives,
> go to http://LISTSERV.ND.EDU/archives/resnet-l.html
> ___________________________________________________
>
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<div dir=3D"ltr">Hi Jordan,<div><br></div><div>We do pretty much anything a=
nd everything, with the caveat that the work that we do is "best effor=
t."</div><div><br></div><div>Our first goal is to ensure that machines=
can get online and don't pose a security risk.=C2=A0 So priority is al=
ways to troubleshooting network issues and malware issues.=C2=A0 In fact, t=
he majority of our support cases deal with malware removal or other securit=
y-related issues.</div><div><br></div><div>For OS installation, we'll a=
ssist as best we can.=C2=A0 We never let students leave their devices with =
us, rather they have to be present for every step of the way.=C2=A0 We ask =
them to bring an external hard drive for data backup, but if they don't=
have one, we'll use one of ours for temporary storage of data while th=
e drive is being reformatted.=C2=A0 We have a bunch of ISOs for the differe=
nt versions of Windows and can image USBs with them fairly quickly.</div><d=
iv><br></div><div>Before we begin, we always ask the customer to inspect th=
e contents of the external hard drive to verify that the data that they nee=
d is present.=C2=A0 We also try to ensure that they have license keys for a=
ll the software they'll need (Adobe, Office, Windows, etc.) which the U=
niversity provides to students for free.</div><div><br></div><div>We'll=
then go through the process, again always keeping the student with us.=C2=
=A0 It can be time consuming as you know, but it's important for accoun=
tability. Hopefully along the way, the student will pick up some valuable t=
echnical knowledge as we walk them through the process. We'll assist wi=
th copying the data back and reinstalling applications, again having them v=
erify that everything is present before we leave the appointment.</div><div=
><br></div><div>We do not retain student data on our drives for liability p=
urposes.</div><div><br></div><div>For bootcamp, again, we'll help as be=
st we can. It's usually pretty straightforward.</div></div><div class=
=3D"gmail_extra"><br clear=3D"all"><div><div class=3D"gmail_signature" data=
-smartmail=3D"gmail_signature"><div dir=3D"ltr"><div>---<br>Keenan Parmelee=
<br>Technical Services Manager<br>Student Affairs Information Technologies<=
br><a href=3D"http://rescomp.berkeley.edu" target=3D"_blank">http://rescomp=
.berkeley.edu</a><br></div></div></div></div>
<br><div class=3D"gmail_quote">On Wed, Jun 22, 2016 at 10:00 AM, Jordan McW=
herter <span dir=3D"ltr"><<a href=3D"mailto:mcwherter.5@osu.edu" target=
=3D"_blank">mcwherter.5@osu.edu</a>></span> wrote:<br><blockquote class=
=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padd=
ing-left:1ex">Hello everyone,<br>
<br>
Our service desk team mans several walkup locations around main campus =E2=
=80=93 we are currently looking to define our support services at these loc=
ations a bit more clearly.=C2=A0 We currently make a good faith effort on a=
nything that comes our way, but considering the BYOD environment we of cour=
se make no promises.=C2=A0 I would like to find out how others have handled=
support of the following on student devices and what considerations went i=
n to those decisions:<br>
<br>
Imaging, OS installation<br>
Bootcamp<br>
Data backups<br>
Malware removal<br>
<br>
Thanks!=C2=A0 Please let me know if these has already been discussed elsewh=
ere.<br>
<br>
<br>
Jordan McWherter<br>
ITSD Service Desk Manager<br>
Office of the Chief Information Officer<br>
418B Baker Systems | 1971 Neil Ave. | Columbus, OH 43210<br>
=EF=80=A8<a href=3D"tel:614-688-2620" value=3D"+16146882620">614-688-2620</=
a> | =EF=80=AA <a href=3D"mailto:mcwherter.5@osu.edu">mcwherter.5@osu.edu</=
a><br>
<a href=3D"http://ocio.osu.edu" rel=3D"noreferrer" target=3D"_blank">ocio.o=
su.edu</a> | <a href=3D"http://osu.edu" rel=3D"noreferrer" target=3D"_blank=
">osu.edu</a><br>
<br>
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<br>
___________________________________________________<br>
</blockquote></div><br></div>
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