[41274] in Resnet-Forum
Re: OS installation on student devices
daemon@ATHENA.MIT.EDU (Wendy Worlund)
Wed Jun 22 14:37:08 2016
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Message-ID: <CAGrgJkuR1au6-V0hLNGL3PXkfRDeadfTcw9jKouC12pDOGu=VA@mail.gmail.com>
Date: Wed, 22 Jun 2016 11:33:44 -0700
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Wendy Worlund <wendy.worlund@UAH.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAK-nNKhZ68StxH16UoJhVekw5cz27Jb4rUM99bmZYt2DPxnYig@mail.gmail.com>
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At the University of Alabama in Huntsville, we remove viruses as best we
can and do our best to resolve network connectivity issues. We do not,
however, install the OS or any other software that isn't
anti-malware/anti-spyware, etc. We do allow users to leave their computer
with us and ask them to sign a release/waiver stating that they backed up
their data and we're not responsible for data lost.
Wendy Worlund
Manager of Client Services
UAH - Office of Information Technology
VBH M22
(256) 824-2616
wendy.worlund@uah.edu
On Wed, Jun 22, 2016 at 10:52 AM, Keenan Parmelee <keenanparm@berkeley.edu>
wrote:
> 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 a=
nd
> 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 ste=
p
> 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 o=
f
> data while the drive is being reformatted. We have a bunch of ISOs for t=
he
> 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 th=
e
> external hard drive to verify that the data that they need is present. W=
e
> 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 locatio=
ns
>> a bit more clearly. We currently make a good faith effort on anything t=
hat
>> 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 t=
he
>> 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 elsewher=
e.
>>
>>
>> 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
>> ___________________________________________________
>>
>
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
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<div dir=3D"ltr">At the University of Alabama in Huntsville, we remove viru=
ses as best we can and do our best to resolve network connectivity issues. =
We do not, however, install the OS or any other software that isn't ant=
i-malware/anti-spyware, etc. We do allow users to leave their computer with=
us and ask them to sign a release/waiver stating that they backed up their=
data and we're not responsible for data lost.</div><div class=3D"gmail=
_extra"><br clear=3D"all"><div><div class=3D"gmail_signature" data-smartmai=
l=3D"gmail_signature"><div dir=3D"ltr"><br>Wendy Worlund<br>Manager of Clie=
nt Services<br>UAH - Office of Information Technology<br>VBH M22<br>(256) 8=
24-2616<br><a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy=
.worlund@uah.edu</a></div></div></div>
<br><div class=3D"gmail_quote">On Wed, Jun 22, 2016 at 10:52 AM, Keenan Par=
melee <span dir=3D"ltr"><<a href=3D"mailto:keenanparm@berkeley.edu" targ=
et=3D"_blank">keenanparm@berkeley.edu</a>></span> wrote:<br><blockquote =
class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid=
;padding-left:1ex"><div dir=3D"ltr">Hi Jordan,<div><br></div><div>We do pre=
tty much anything and everything, with the caveat that the work that we do =
is "best effort."</div><div><br></div><div>Our first goal is to e=
nsure that machines can get online and don't pose a security risk.=C2=
=A0 So priority is always to troubleshooting network issues and malware iss=
ues.=C2=A0 In fact, the majority of our support cases deal with malware rem=
oval or other security-related issues.</div><div><br></div><div>For OS inst=
allation, we'll assist as best we can.=C2=A0 We never let students leav=
e their devices with us, rather they have to be present for every step of t=
he 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 sto=
rage of data while the drive is being reformatted.=C2=A0 We have a bunch of=
ISOs for the different versions of Windows and can image USBs with them fa=
irly quickly.</div><div><br></div><div>Before we begin, we always ask the c=
ustomer to inspect the contents of the external hard drive to verify that t=
he data that they need is present.=C2=A0 We also try to ensure that they ha=
ve license keys for all the software they'll need (Adobe, Office, Windo=
ws, etc.) which the University 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 accountability. Hopefully along the way, the student will pic=
k 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 ap=
pointment.</div><div><br></div><div>We do not retain student data on our dr=
ives for liability purposes.</div><div><br></div><div>For bootcamp, again, =
we'll help as best we can. It's usually pretty straightforward.</di=
v></div><div class=3D"gmail_extra"><br clear=3D"all"><div><div data-smartma=
il=3D"gmail_signature"><div dir=3D"ltr"><div>---<br>Keenan Parmelee<br>Tech=
nical Services Manager<br>Student Affairs Information Technologies<br><a hr=
ef=3D"http://rescomp.berkeley.edu" target=3D"_blank">http://rescomp.berkele=
y.edu</a><br></div></div></div></div><div><div class=3D"h5">
<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" target=3D"_bla=
nk">614-688-2620</a> | =EF=80=AA <a href=3D"mailto:mcwherter.5@osu.edu" tar=
get=3D"_blank">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></div></div><div class=3D"HOEnZb"><div class=
=3D"h5">
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</p></div></div></blockquote></div><br></div>
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