UPDATE (July 2022): In 2021-2022, SJSU IT Customer Support performed proactive technology health checks on 322+ supported classrooms and fixed 137 issues before they became problems.
To prepare campus’ repopulation, the SJSU IT customer support team performed proactive support on hundreds of technology-enabled spaces across campus. Some of the rooms had not been used since March 2020, and we wanted to be sure that the technology our campus needed was ready to go from day one of Fall 2021. For our Proactive Health Checks, SJSU IT technicians went to each SJSU IT-support room to test technology solutions and resolve issues before they became problems. We also performed proactive checks to verify the function of our campus network.
Classrooms
Before the start of the semester, SJSU IT support staff proactively identified and resolved 76 classroom-related items in SJSU IT-supported classrooms, including replacing missing cables and addressing audio/visual challenges. We are now performing Proactive Health Checks on a weekly basis for technology setups in all SJSU IT-supported classrooms.
Thanks go to the entire Instructional & Meeting Spaces (IMS) Team: Daniela Zopiyatle, Cameron Myers, Fred Asuncion, Rod Maciel, Andy Yeung, Frank De Fanti, Phil Braverman, Danny Vo, Bruce Kelbert, Devona Williams, and Darlene Bargas.
Conference Rooms
We also checked each SJSU IT-supported conference room to ensure that physical hardware and virtual technology are working properly. We found minimal issues during the health checks performed before the start of the semester, all of which were fixed. This proactive support will be done monthly going forward.
Many in our Customer Service unit, including Lor Vang, Lucas Chung, Belinda Nguyen, Chris Bradford, Matt Loo, Raymond Koc, Kirk Nguyen, April Lee, Bruce Gardner, and Jason Ferguson, flawlessly came together to support this important initiative.
Network, WiFi, Printers, & Telephones
Our network infrastructure and phone teams performed thorough reviews of university hardware and fixed issues before they became problems, ensuring reliable and prompt connectivity. Before the start of Fall 2021, these teams have:
- Ensured critical components like WiFi, phones, and printers work properly by validating the connectivity of over 22,000 network ports.
- Performed health checks on 323 network connectors to ensure all ports in classrooms and conference rooms are operational.
- Eliminated potential WiFi dead spots by validating the indoor coverage of over 3,100 access points.
- Validated that 3,700 phones are operational and ready.
- Helped eliminate potential login problems for faculty and staff by setting the authentication servers.
System checks require a lot of work, so I want to thank Sean Davis, Tristian Anthony, Toby Shaw, Brent Jones, Tino Cruz, Trevor Florez, Mark Trann, Shai Silberman, and Atul Pala.
Best regards,
Bob Lim
UPDATE (September 2022): There are now 23 departments across the university utilizing Enterprise Chat to provide a better help experience, including the