[41276] in Resnet-Forum
Re: OS installation on student devices
daemon@ATHENA.MIT.EDU (Eric Lemmons)
Wed Jun 22 15:08:35 2016
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Date: Wed, 22 Jun 2016 13:58:09 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Eric Lemmons <eric.lemmons@ACU.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAGrgJkuR1au6-V0hLNGL3PXkfRDeadfTcw9jKouC12pDOGu=VA@mail.gmail.com>
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At ACU we do the following out of our student repair center:
Imaging, OS installation - For Windows, we will re-install the OS if they
are able to provide a valid key. For OS X, we will re-install the OS
version they previously had.
Bootcamp - If they provide us the media and key to do this, we will. That
said, it is a rare request (once or twice in the llast 8 years).
Data backups - We will backup their data for them.
Malware removal - We will do this with
On Wed, Jun 22, 2016 at 1:33 PM, Wendy Worlund <wendy.worlund@uah.edu>
wrote:
> 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.ed=
u
> > 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 =
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 st=
ep
>> 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 quickl=
y.
>>
>> 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 presen=
t.
>> We also try to ensure that they have license keys for all the software
>> they'll need (Adobe, Office, Windows, etc.) which the University provide=
s
>> 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 locati=
ons
>>> a bit more clearly. We currently make a good faith effort on anything =
that
>>> comes our way, but considering the BYOD environment we of course make n=
o
>>> promises. I would like to find out how others have handled support of =
the
>>> 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
>>> ___________________________________________________
>>>
>>
>> ___________________________________________________ You are subscribed t=
o
>> 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
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>
> To subscribe, unsubscribe or search the archives, go to
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>
--=20
Eric Lemmons
Team55/Helpdesk Manager
ACU Technology Support Services
eric.lemmons@acu.edu
325.674.2881
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<div dir=3D"ltr"><div>At ACU we do the following out of our student repair =
center:</div><div><br></div><div>Imaging, OS installation - For Windows, we=
will re-install the OS if they are able to provide a valid key. For OS X, =
we will re-install the OS version they previously had.=C2=A0</div><div>Boot=
camp - If they provide us the media and key to do this, we will. That said,=
it is a rare request (once or twice in the llast 8 years).</div><div>Data =
backups - We will backup their data for them.</div><div>Malware removal - W=
e will do this with</div><div class=3D"gmail_extra"><br><div class=3D"gmail=
_quote">On Wed, Jun 22, 2016 at 1:33 PM, Wendy Worlund <span dir=3D"ltr">&l=
t;<a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy.worlund@=
uah.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">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/a=
nti-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 w=
e're not responsible for data lost.</div><div class=3D"gmail_extra"><sp=
an><font color=3D"#888888"><br clear=3D"all"><div><div data-smartmail=3D"gm=
ail_signature"><div dir=3D"ltr"><br>Wendy Worlund<br>Manager of Client Serv=
ices<br>UAH - Office of Information Technology<br>VBH M22<br><a href=3D"tel=
:%28256%29%20824-2616" value=3D"+12568242616" target=3D"_blank">(256) 824-2=
616</a><br><a href=3D"mailto:wendy.worlund@uah.edu" target=3D"_blank">wendy=
.worlund@uah.edu</a></div></div></div></font></span><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>
<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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</blockquote></div><br></div></div></div><div><div>
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</p></div></div></blockquote></div><br></div></div></div><div><div>
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</p></div></div></blockquote></div><br><br clear=3D"all"><div><br></div>-- =
<br><div data-smartmail=3D"gmail_signature"><div dir=3D"ltr">Eric Lemmons<b=
r>Team55/Helpdesk Manager<br><div>ACU Technology Support Services</div><div=
><div><div><a href=3D"mailto:eric.lemmons@acu.edu" target=3D"_blank">eric.l=
emmons@acu.edu</a></div><div><a href=3D"tel:325.674.2881" value=3D"+1325674=
2881" target=3D"_blank">325.674.2881</a></div></div></div></div></div>
</div></div>
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