Presented by:Eric Rosenberg – Student Manager Client Support Behzad Barzideh – Network Manager Stony Brook

Remote Support For

Students

AgendaAbout Stony BrookOur ServicesWhy Remote Support?Our Remote Support SolutionHow It WorksWhat’s Next?

Stony Brook University

Location: Stony Brook NY about 60 miles east of New York City

Student Population: 23,000Residential Students: 9,00010,000 Active DevicesFaculty and Staff: 10,000All Campus Buildings: 134 Residence Halls: 57

Client SupportStudent Support

Faculty Staff Support

• Drop Off Service• Virus Removal• Spyware Removal• Operating System Reloads• Registration Issues• Software Installs • Data Recovery

• Room Visits• Registration Issues• Connectivity Issues• Diagnose Broken Ports

Phone SupportDesktop SupportRemote Support

SMSAtelier Remote

CommanderApple Remote

DesktopEtc

2 Full Time Employees15 Student Technicians

9 Full Time Employees7 Student Technicians

Staffing

• Provide a quicker resolution over traditional room visits• More efficient use of technician's time• Able to assist multiple users at the same time• Happier techs :) • QC!

Why Remote Support?

Residential students are required to register their computers each semester

The registration process checks for:Current Windows updatesAn approved antivirusUpdated antivirus dat files

Computer Registration Process

Cross platformUses a “melt away” clientZero FootprintEase of useCustomizable web interfaceRemote to/from anywhereClient reconnects after reboot

Bomgar

Bomgar Appliances

B100Desktop Appliance1 concurrent

session

B200Rack mountedUp to 20 concurrent

sessions

Http://helpme.resnet.stonybrook.edu

Windows Client Connection

Security Warnings

Connection Established

Representative Screen – PC to PC

Macintosh Client Connection

Http://helpme.resnet.stonybrook.edu

Macintosh Client Download

Connection Established

Representative Screen – PC To Mac

Http://helpme.resnet.stonybrook.edu

Linux Client Connection

Help more than one user at a time

Bomgar Administrator Web Interface

Http://helpme.resnet.stonybrook.edu/Login

What’s Next?LDAPEliminate traditional room visits

Questions and Comments

Eric RosenbergStudent Manager Client SupportEric.Rosenberg.@Stonybrook.edu631-632-4996

Behzad BarzidehNetwork Manager Stony BrookBehzad.Barzideh@Stonybrook.edu631-632-2899

Evaluations:http://resnetsymposium.org/rspm/evaluation

Contact Information