From Oya: I am mindful of your busy schedules so all I need is a couple of page high level summary, preferably in bullet points. Would be great to get these documents from you by the end of this month.

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To do: Add snapshot of DS's operation table containing our current projec list.

Accomplishments in 2009, Desktop Services

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• Operational metrics associated with DS's support of over 300 staff, or 90% of the endowed staff, using about 450 systems.

  • Wiki Markup
    \# \[PeterM to provide\] of DS response tickets openned on behalf of staff support-related work. \[Is this a valuable, obtainable metric?\!\] 

  • 120 staff systems deployed, most due to scheduled upgrades throughout the year.
  • DS supports148 laser printers (115 staff, 33 public).
  • Updating and managing 33 staff Windows-based laptops, in-person. 
• Reduction of 1 FTE in June 26. 2009. Joe Homza. 
• Added three more unit libraries to DS's staff support responsibilities. Engineering Library (Carpenter Hall), PSL (Clark Hall), and the Math Library (Malott Hall). Coordinated transition with Michelle Paolillo.
• Provided immediate, short-term services to staff support at the Management Library following Robin Shoemaker's death. Upgraded many staff systems and performed other services to bring systems closer to our standards.
• Supported the departure of a large number of library staff (early retirement and layoffs). Highlighted value of our departure procedures, which we created with CUL HR's input and support.
• As first large unit, helped establish CIT's process for migrating units from old mail system to new mail system. We DS successfully migrated all staff to the new MS Exchange server by mid-Nov. And by mid-November, almost 2/3 of library staff have moved from using Eudora or Thunderbird to MS Outlook. Worked with CUL HR to promote available, relevant, timely training.
• Upgraded staff desktop from various version of MS Office to MS Office 2007. .
• Developed MS Remote Assistance capabilities, expanding on our service response options to provide more responsive services.
• Upgraded staff desktops from IE 6 to IE 8.
• Transition from DS-managed anti-virus services (SAV) to CIT-managed anti-virus service (SEP). Completion expected by end of December.
• Preparation and deployment (in December) of upgraded Voyager clients and Oracle 10.
• Select DLIT staff stations upgraded with larger monitors (or dual monitors).
• Provided attended support services to shared spaces. Including proactive and responsive technical support to the Library's annual Professional Develoment week effort.
• Abolished our "Greek Letter" divisions within our Active Directory authorization system.
• Coordination with CUL Accounting transitioning Olin Lib's Copy Center transition to Cornell Business Services.
• Expanded on Michelle Paolillo's BitBox web documentation resource for staff.

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Library-wide, campus-wide and CIT efforts

• Participating in Olin Library renovation planning. 
• Managed the CULIT (baseline IT desktop budget) to meet the desktop IT operational needs in a sustainable, rational, and transparent manner. The CULIT budget supports about 800 desktops and laptops, both staff and public, and includes systems outside DS's support areas.
• As first large unit, DS helped establish CIT's process for migrating units from CIT's old mail system to their new mail system. Our feedback helped improve CIT's documentation for their end-users and our peed IT support providers.  We worked with CUL HR to promote available, relevant, timely training.
• Participated in Olin Library renovation planning. 
• Active in campus investigation of desktop management tools and related sevices.
• Clarifying Clarified cost and service expections regarding CIT's new Vitual Machine service offerings.
• Bain report data gathering gathered and attended relevant meetings (CCDs).

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