University of Technology, Jamaica 83 Throughout the period under review The Technology and Information Management (TIM) Division continued to provide ICT support and services to the University community. Enhanced Support Services TIM has commenced the implementation of a Support Desk to facilitate a “One Stop” Help Desk type system than will span the entire university and replace the existing helpdesk systems being used. This system will be the first point of contact for all technical and service issues relating to staff and students and will be implemented using a tier approach. In addition, we are in the process of testing a password self-service facility. CUG’s are being sourced to facilitate this needed centralized initiative. A Toll-Free Number and email address (tier1support@utech.ed.jm) has also been created to allow for Regional and International contact without causing undue financial burdens to clients. Upgrade of Network Infrastructure y Increase in the bandwidth to 1.5 Gigabytes per second serving all campuses in Kingston and Montego Bay. y Approximately 580 computers were procured during Semester 2, Academic Year 2018/2019, which were distributed according to the Information Technology Strategic Plan. y Due to the innovative and research efforts of the NOSS team, Virtual desktop infrastructure (VDI) was implemented on a large volume of desktops in storage that were unable to facilitate the ISAS Business Application. y The IT security system was improved through the acquisition of two servers with upgraded security features to serve the Kingston and Montego Bay campuses. These new systems had replaced two which were obsolete. y A robust network system was implemented to facilitate glitch-free streaming for the Graduation Ceremonies held in November 2019. This was accomplished through the assistance of the LTSU & NOSS in collaboration with the Advancement division. Technology Support for Student Administration Eight new/revised courses of study were configured on the University’s Integrated Student Administration System (ISAS) to enable technology-driven processes Mr George Brown Vice President Technology And Information Management • Network and Operating System Services (NOSS) • Enterprise Application System (EAS) • Learning Technologies Support (LTSU)
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