UF Computing Help Desk - University of Florida



Office of Academic Technology

2003 SAC Review

Table of Contents

Background 3

Mission 3

UF IT Strategic Direction 3

ITAC-AT Priorities 3

AT Strategic Goals 3

Units and Centers under AT 3

AT Administration 3

Center for Instructional Technology and Training (CITT) 3

The Teaching Center 3

Reading and Writing Center: 3

Testing Services 3

UF Computing Help Desk 3

Instructional Computing 3

Video & Collaboration Services 3

Instructional Facilities and Support 3

Office of Academic Technology

2003 SACS Review

Background

The Office of Academic Technology (AT) was created in January 2002 because of a reorganization of Information Technology (IT) resources at the University of Florida. AT is a component organization of the Office of Information Technology (OIT) under the direction of the Vice Provost for IT. The core resources for the newly created AT are those resulting from restructuring the Office of Instructional Resources (OIR).

Mission

AT was established to create a technology infrastructure that provides flexible IT services to enable the University community to respond to the dynamic requirements of its mission, programs, and stakeholders.

The AT mission is three way:

• Support faculty, staff, and students to create better learning environments and improve educational outcomes.

• Support research computing to facilitate the discovery process and improve our researcher competitiveness and tools for research.

• Provide a suite of IT services and resources that enable the university community to engage external clients and friends.

UF IT Strategic Direction

The UF IT Strategic plan identified a series of strategic focus areas. Many of these are closely aligned with the mission of AT. These focus areas include:

1. Planning, Administration and Human resources

1. Coordinate and provide leadership

2. Provide an on-going, open, participatory planning process

3. Provide sustainable funding that avoids excessive and redundant costs

4. Recruit, develop and retain qualified personnel

5. Address emerging intellectual property issues

2. Teaching, Learning and Research

1. Use innovation and best practices in teaching using technology

2. Provide on-going support for learning and skill development

3. Invest in synchronous and asynchronous learning programs

4. Provide High Performance Computing facilities

3. Service and support

1. Develop and maintain instructional and evaluative materials services

2. Enhance productivity and communication services

3. Provide a campus wide resource pool of IT services

4. Improve Help Desk support

4. Infrastructure

1. Develop an IT infrastructure in support of the university mission

2. Be compliant with and aware of accessibility issues

3. Provide a network infrastructure for moving voice, video and data throughout UF

4. Provide a data and computing facilities that provide a stable administrative and academic environment

5. Security and Standards

1. Support standards for compatibility and minimum functionality

2. Provide secured networking policy and practice

3. Enhance the incident response team

ITAC-AT Priorities

Based on the UF Strategic Plan, the Information Technology Advisory Committee for Academic Technology (ITAC-AT) developed a series of implementation strategies to address relevant focus areas. These included, in order of priority:

1. Implement IT student fee that supports student, faculty and staff training and curriculum services

2. Single sign-on across all systems with complete integration into UF directory.

3. Develop experts to compile a policy and procedures handbook to include patent and copyright law materials.

4. Incorporate curriculum design principles in technology training.

5. Provide incentives to incorporate appropriate technologies into curriculum.

6. Increase site licenses for commonly needed software.

7. Identify unmet training needs and develop resources.

8. Support for life cycle funding of equipment.

9. Develop common look and feel for entire web presence to include: information, architecture, aesthetics, etc.

10. Designate/hire University level expert on copyright and intellectual property.

11. Disseminate innovative teaching techniques.

12. Present training opportunities as a cohesive offering.

AT Strategic Goals

These goals define major short and medium term thrusts for OIT in response to the OIT Strategic Focus areas and ITAC-AT Priorities.

1. Include pedagogy as part of faculty training programs (e.g. CITT training, faculty IT certificate, accessibility)

2. Facilitate the use of new and emerging technologies in teaching and learning (e.g. uses of VC, PDA/Laptop program)

3. Improve/facilitate the development and production of teaching materials (e.g. improve CITT & Teaching center self-help facilities, course management software)

4. Transform learning spaces into collaborative environments (e.g. classrooms, labs, develop new spaces)

5. Increase awareness and improve accessibility of AT resources (e.g. start marketing campaign, web directory of services, self help)

6. Increase availability and improve quality of self-help resources (e.g. help desk web page, self service, web-based registration for testing and other services)

7. Simplify internal business processes (e.g. travel, budgeting)

8. Create partnerships with other campus organizations to deliver service (e.g. DOCE & IFAS in support of eLearning, Student government, Housing tutoring, ATTV)

9. Balance auxiliary shortfalls (e.g. replace legacy services with current technology)

Units and Centers under AT

The Office of Academic Technology comprises several units that support the academic mission of UF. A brief description of each follows below.

AT Administration

at.ufl.edu

Dr. Fedro Zazueta, Director Amalia Shortsleeve, Associate Director

email:fsz@ufl.edu email:amalia@ufl.edu

tel: 352-392-0365 tel: 352-392-2352

Functions include strategic planning, approval of plans, budget allocation, and general administrative support for AT. In addition, technology related contract and grants are developed cooperatively with faculty.

Center for Instructional Technology and Training (CITT)

citt.ufl.edu

Dr. Terry Morrow, Associate Director

Email: ctm@ufl.edu

Tel: 352-392-1717

The CITT provides three primary support functions to faculty and staff.

1. Training

• Hands-on training is provided in a 20-station classroom. The emphasis of the training has evolved from skill development to classes, which provide a pedagogical basis for using Academic Technology in teaching, research, and outreach. These classes cover a diverse range of topics including WWW development, course management systems, graphical design, accessibility issues, and hand held computer applications. Descriptions of the various classes are found at .

• On-demand classes are held for any College or Department on-location using laptop computers.

• Current efforts are focusing on training modules made available via streaming video and cable television.

2. Walk-in support area

A walk-in support area for faculty needing assistance with technology or access to specialized facilities is provided. This area is currently being renovated to include services such as scanning stations, a lounge area for faculty interaction, a demonstration area for new technologies, digital video and audio stations, and visualization workstations. Full-time staff and student consultants are available to assist faculty.

3. On-line courses development and technology enhanced course support

CITT assists faculty in the development of projects having technology components. This includes curriculum design, web based deliverable production and publishing, and other technology enhancements for teaching, extension and outreach. Brief consultations are provided at no charge but assistance that is more extensive is provided via mini-grants awarded by the Provost on a competitive basis. Faculty also comes to the CITT for assistance with existing research and teaching grants. Instructional design, graphic design, web programming, and advanced programming services are available to assist the faculty.

4. Advanced Projects Group

The Advanced Projects Group consists of two full-time and one part-time staff who have expertise in interactive databases and high-level programming. Current projects include such areas as the development of databases and on-line registration systems for classes and testing services provided by the Office of Academic Technology and interactive databases for identification and control of agricultural pests, accounting operations, and on-line training modules. This group provides support for projects such as the UF Multimedia Database, Partnership in Global Learning (PGL) and other grant supported activities.

5. Media Library

The AT Media Library (at.ufl.edu/media) provides VHS videotapes, DVD resources, and CD-ROMs for use by faculty in teaching and learning. The collection includes both historical and current films and training materials. The Media Library also provides services for duplicating (where copyright clearance has been obtained) videos for distribution to students by faculty.

6. Media Services

Consolidation of AT Graphics (at.ufl.edu/graphics), AT Photography (at.ufl.edu/photo), and Biomedical Media Services (bms.ufl.edu) resulted in the Media Services unit. Media Services provides fee-based services such as 35mm slide processing and duplication, on-site and studio photography, graphical design, digital photography, slide scanning, B/W film processing and printing, and design, printing and lamination of posters. Media Services also provides support for the production of streaming and digital video segments. Faculty can schedule a videoconference or on-line class presentation using the BMS video studio and production facility.

7. Faculty Development

Faculty development programs aim to enhance faculty capabilities in the use of technology as a pedagogical tool (at.ufl.edu/laptop). A total of 390 faculty have participated in the program during the last three years. The faculty have received either laptop or PocketPC computers as an incentive for participation. The faculty are nominated by College Deans and selected by the office of the Provost. In order to receive the computer, the participants are asked to attend hands-on training classes offered by the Center for Instructional Technology and Training. Plans are underway for the next phase of the program, which will provide both Tablet and PocketPC computers to participants in addition to funding to support teaching activities aligned with the strategic goals of internationalization and use of technology in teaching.

The Teaching Center

teachingcenter.ufl.edu/

Dr. Winnie Cooke, Assistant Director

Email: wcooke@ufl.edu

Tel: 352-392-2010

The Teaching Center offers broad support services to UF students and their teachers.

1. Tutoring Services

The Teaching Center tutors (primarily junior and senior undergraduates) assist students through walk-in tutoring and small group reviews in mathematics, science, business, engineering, and statistics courses. Students may prepare for the GRE or CLAST by working individually with a tutor, attending workshops, or using the Center's computer/print resources. Study skills/learning strategies assistance is provided individually and through workshops. Videos and individual advisement on time management, learning strategies, test taking, etc., are also available. All tutors receive training and interested tutors may participate in a more extensive tutor certification program. More than 6,000 students make over 22,000 visits for tutoring and study skills assistance yearly.

2. Teaching Assistant Development

The Teaching Center also coordinates a series of workshops throughout the year, including a two-day orientation for the professional development of new graduate teaching assistants (TAs) before the beginning of fall semester. Workshops focus on pedagogy and effective use of technology in the classroom to enhance learning. More than 350 teaching assistants participate in development activities yearly.

3. AT-TV Programming

Using closed circuit television and video streaming on the web extends Teaching Center services. Students can obtain live tutoring at the residence halls via Channel 22 AT-TV, or off-campus via video-streaming. Students can phone or email their questions to the tutors during the live broadcast in a number of mathematics, science, or engineering courses. Other programming includes tutorials for CLAST preparation, study skills, academic writing, and others.

Reading and Writing Center:

at.ufl.edu/r&w

Martin Simpson, Reading and Writing Center Director

Email: sinpsonm@ufl.edu

Tel: 352-392-2010

1. Individual instruction

The Reading and Writing Center provides individual instruction to help all UF students improve their reading and writing skills. Students are seen individually for a minimum of 20 minutes (longer, if lab traffic allows) on either an appointment or walk-in basis. They can also take advantage of a wide variety of written material and software to prepare for the CLAST Reading, Essay and Language Skills tests, as well as the GRE, LSAT, GMAT, MCAT and TOEFL tests.

2. Workshops

Although our core mission is to offer individual tutoring, we also conduct workshops on a variety of topics, including preparing for the CLAST and GRE tests, among others. We have a CLAST remediation program to help students who have failed one of the three writing-related sections of the CLAST. In addition, our website features information about the Center and an e-grammar hotline to answer writing questions. In addition to programming for AT-TV, including sessions on strengthening student writing and taking the three writing-related portions of the CLAST test.

Testing Services

at.ufl.edu/testing/

Pat Dovell, Assistant Director

dovell@ufl.edu

Tel: 352-392-0365

Testing Services performs four major functions.  

1.  Contract Testing

Contract testing has been conducted at the University of Florida for over 50 years. Current contracts include the College-Level Academic Skills Test (CLAST). The Testing Section also manages the development of the State's College Basic Skills Exit Test.  

2. Scanning and Scoring  

Answer sheets and faculty evaluations are scanned for the University.  Over a million documents are scanned each year. During the first 3 months of this calendar year, 285,000 documents were scanned.  

3. Testing for University of Florida students 

AT administers several tests that UF students are required to take, such as the CLAST, the College-Level Examination Program (CLEP), and the SAT II placement exams.  

4. External Testing 

As a service to the community, UF's Testing Services offers at any given time over 30 exams on-campus.  The largest is the SAT which many college-bound high school students are required to take.  Others include the GRE, PCAT, VCAT, and MCAT.

5. On-line Large Group Testing

Based on demand AT provides support for secure online testing. A 40 seat testing facility integrated with the course management system (WebCT) is available to faculty. Testing coordinators, proctors and technical support are provided by AT or in cooperation with faculty and TA's.

UF Computing Help Desk

helpdesk.ufl.edu

Fran McDonnell, UF Help Desk Director

Email:Fran@ufl.edu

Tel: 352-392-HELP (4357)

1. Help Desk Client Support

The Office of Academic Technology UF Computing Help Desk provides a central point of contact for faculty, staff, and students to get answers to computing questions about campus computing services and referral to campus service providers. Help Desk staff provide phone, email and walk-in computer account services and technical consulting. Other activities include developing and maintaining supporting web-based resources and participation in campus orientation programs and computing events. High demand topics include:

• GatorLink, Unix and mainframe account services

• Email software configuration and web mail

• Connectivity setup and troubleshooting (dialup, Housing, walkup, wireless, VPN)

• Walk-in laptop and PocketPC configurations

• Access to web-based online courses, student, administrative and directory services

• Internet topics (web pages, browsers, telnet, file transfer)

• PC topics (virus protection, file conversion, operating system, applications)

• General resources (labs, training, obtaining software)

There have been a number of campus computing changes this term that have increased demand for Help Desk service. These are:

• UFID number introduced to replace campus use of social security number

• UF Directory conversion with new affiliation types

• GatorLink computer ID used for access to student online systems

• UF applicants and former students using GatorLink ID for authentication

• GatorLink email incoming and outgoing server upgrades; new web mail

• UF Portal (my.ufl.edu) startup

2. Software Licensing and Distribution (SODA Shoppe)

The SODA Shoppe’s primary mission is to obtain software-licensing programs for faculty, staff, and students that will facilitate or enhance academic and research pursuits, while providing cost savings to the university.

• Acquisition, distribution, tracking, and metering of software licenses. The SODA Shoppe manages over 50 software titles and over 10,000 departmental licenses. Over 150 colleges, departments, and units within the university system participate in SODA Shoppe licensing programs. Most licenses are covered by annual maintenance agreements to ensure that the current versions of the software are available.

• Technical Support. The SODA Shoppe also acts as a technical support contact for many of the software applications it manages.

• UF Software CD. The UF CD is a collection of Internet software and instructions with automated set up of campus dialup and Ethernet connections.

3. Electronic thesis and dissertation consulting (ETD).

This section provides graduate students with information, training, and support for successful submission of Theses and Dissertations in electronic format. In January 2001, the Graduate Council of the University of Florida mandated that all students be required to submit T&D electronically. The number of students is expected to increase as more students submit electronically. Today, about 45% of students submit electronically. By mandate, this will increase near 100% by 2004-2005. In 2001-2002, the service provided 1404 hours of consulting support to 500 students and 40 workshops to 754 students. New versions of the templates were introduced in February 2003. Functions include,

• Develop MS Word and WordPerfect formatting templates.

• Maintain website and make templates an easy download.

• Provide a team of consultants for graduate students.

• Deliver skill workshops for ETD development.

8. Course Management System

The Office of Academic Technology provides support in the way of training, management, and technical assistance for a centrally supported Course Management System. For the past several months, a committee has been working on a suggestion for establishing one CMS. The system at present is WebCT Campus Edition, but expanding needs require a significant investment in an Enterprise solution. Final candidates under consideration are WebCT Vista and the Enterprise version of Blackboard. Total cost of ownership, conversion costs, ease of use, and richness of features are all considerations in the proposal for one centrally supported system.

9. Plagiarism Detection Services

A contract that provides plagiarism detection services is available for use by all faculty and students at UF. The system being used is (at.ufl.edu/~turnitin). Training and UF Help Desk support are provided.

Instructional Computing

Grove.ufl.edu

Mike Wright, Curriculum Services Director

mcw@grove.ufl.edu

tel: 352-3923132

Instructional Computing Services provides the system management for server-based computing platforms that support the activities of AT as well as the instructional needs of individual faculty and students. The services provided include:

1. A general-purpose Unix-based computing service (grove.ufl.edu) that provides classic computing applications and programming as well as web-hosting for instructional use.

2. Servers to support the file and print needs of desktops in OAT-managed public labs.

3. File, database, and web servers that are used by other OAT units to support their mission.

4. Servers and other hardware and software used for test administration, scoring, and grade-keeping. This includes administration of campus-wide tests like CLAST or CLEP as well as scoring of answer sheets for individual instructors.

5. Programming support to provide account management, web pages, and web-based authentication for the UF GatorLink computing account.

6. Installation and management of the WebCT course management application and its integration with the UF student information system.

7. Management of servers that satisfy specialized needs, including streaming video, multi-media database applications, and equipment checkout.

8. Management of servers for basic networking infrastructure support within OAT, for example, name servers and DHCP servers.

Video & Collaboration Services

video@ufl.edu

John Pankow, Video and Collaboration Services Coordinator

Email: johnp@ufl.edu

Tel: 352-392-2299

Video & Collaboration Services provides video and collaboration-related systems, technical support services, planning and consulting, in support of educational and research goals at the University of Florida. The core of Video & Collaboration Services is the Video Operations Center, which has the capability of switching audio and video transmissions between the various systems and services. The unit actively participates in higher education organizations such as Internet-2 and ViDe to help develop new technologies and systems related to video and collaboration.

1. Streaming Media

• Helix streaming server, capable of delivering 200 simultaneous video streams to viewers in multiple streaming formats.

• Storage for close to one terabyte of media files.

• Ability to provide live streaming video from any classroom or other event site with data network or fiber connections.

• Continuous streaming of Academic Technology Television (AT-TV)

2. Satellite

• Three satellite dishes, capable of receiving satellite downlinks on C- and Ku- band from most any satellite in the sky.

• Capability to transmit video to the News & Public Affairs satellite uplink facility.

3. Point to Point Video Transmission

• Analog fiber network for transmitting video across campus.

• Portable and Fixed MPEG-2 codecs for transmitting DVD-quality video to and from any location with a switched network port, for use on-campus or to other Internet-2 sites.

4. Videoconferencing

• Mobile videoconferencing carts for use in any networked location on campus.

• Four rooms with capacities from 8 to 34 equipped for videoconferencing.

• Videoconferencing infrastructure including a multiconferencing unit capable of incorporating up to 128 videoconferencing sites in any number of multipoint videoconferences.

5. Campus Cable TV

• Cable-TV service to 47 buildings

• Eighteen channels online now, including seven foreign languages, Arabic, Chinese, French, Japanese, Portugese, Russian, and Spanish.

• Twelve more channels being added, including news, public affairs, and technology.

• Continuous distribution of AT-TV on campus, including to residence halls.

Instructional Facilities and Support

Mark McCallister, Assistant Director

Email: markm@ufl.edu

Tel: 352-392-9401

This unit deals with developing and maintaining centrally managed teaching and learning facilities. This includes

1. Computer Classrooms and Labs

Academic Technology operates six computer lab facilities on campus, with 474 computers. Embedded in the labs are eight computer classrooms provided with computers for each student. A mobile laptop lab is provided to create a computer classroom in any location with either wired or wireless networking.

2. General Classrooms

At the University of Florida, there are 170 classrooms with installed data projectors. Fifty-five more classrooms will be laptop-ready by Fall 2003. One hundred classrooms currently have installed technology podiums (includes computer and document camera), with 25 more technology podiums planned for Fall 2003. Videoconferencing systems are being installed in strategically located classrooms across campus. Multimedia carts are available for delivery by student employees to provide computer and data projection equipment for classes taught in rooms without installed equipment. Other miscellaneous audio/visual and videoconferencing equipment is also delivered to classrooms on demand. All classrooms have Internet-2 network connections.

Miscellaneous Attachments

The following materials are attached:

• AT organizational chart.

• AT services brochure.

• AT Teaching and Learning newsletter samples.

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