The team achieved key milestones this quarter that included network upgrades with PORTNOX, Global Protect, and Cisco VPN alternatives to enhance connectivity and completion of the Fiber Ring Project at Summerville Campus and Christenberry Fieldhouse to improve redundancy and performance. Progress continues with the migration of Wellstar data from AU systems, advancing the Defender migration for Windows systems (completion by March 2025), rolling out Duo Verified Push, testing Portnox authentication, and refining Linux Endpoint Protection and Chrome Enterprise updates.
Wellstar mailboxes migrated and licenses removed
Box accounts migration in progress
The team optimized operations and prepared for future upgrades by launching the syncing of Software Center applications to Box for improved organization, upgrading SCCM to version 2403 to enable modern reporting capabilities, and planning a Windows 11 in-place upgrade for over 4,000 devices starting in January 2025.
Devices Linked to Box
Software Requests Fulfilled
Refresh Related Emails Sent
ServiceNow Tasks, Tickets, & Incidents Completed
To enhance efficiency, the team partnered with IT Service Management to launch a Virtual Agent in ServiceNow, offering AI-driven solutions, ticket submission, automated routing, and reduced help desk triage. A Live Agent Chat pilot for IT student workers is also underway. As AU and Wellstar support services are separated, additional phone support for Wellstar users has raised AU’s 24x7 Help Desk call volume, with 40% of calls tied to Wellstar. This is being monitored with plans to discontinue the AU Wellstar Integration Help Desk line in early 2025, redirecting users to the AU Help Desk for support.
| Help Desks | Reese Library | Greenblatt Library |
|---|---|---|
| QLESS Stats | ||
| WalkUp Services | 532 | 204 |
| Avg Wait Time | 9.29 mins | 11.05 mins |
| Avg Service Time | 4.6 mins | 6.14 mins |
| Category of Help | ||
| Computer Help | 81 | 43 |
| Duo Assistance | 36 | 21 |
| Equipment Checkout | 274 | 28 |
| LMS/D2L | 5 | 5 |
| Wifi Assistance | 19 | 11 |
| Password Assistance | 19 | 15 |
| Printing Assistance | 74 | 107 |
| Misc Services | 98 | 22 |
| SN Tickets entered for additional help | 34 | 8 |
*Note: Students are still learning the queuing system, so average times may not be accurate but will improve with use. Currently, no QLESS system is in place at the EC (Health Science Building) or GB (Ed Commons Building) walkup desks. Reese and Greenblatt were pilots for 2024, with potential expansion in 2025.
The Desktop Engineering and Technology Services team has improved device management and security, allowing AU IT to better control desktops and laptops, replace outdated devices, enforce security policies, and deliver timely updates.
Devices Refreshed in 2024
Security Patches Pushed
Devices for FY25 Refresh
As part of a new initiative, JagCard staff can now pre-key and badge students, eliminating the need for students to wait in service lines. This process also enables the pre-assignment of access to essential services, including student housing, meal plans, student funds, printing services, and more, streamlining the experience for both students and class coordinators.
Automation efforts streamline the management of access groups, student meal plans, and student printing programs—allowing for mass imports in minutes instead of manual keying, significantly improving efficiency and support.
Pre-Keyed and Pre-Badged Students
Walk-in Customers for JagCard
Walk-in Customers for Key Control
Professional Headshots Taken
Classroom and exterior doors on the Summerville and Health Science campuses now feature advanced electronic badging, enhancing security, improved flexibility for scheduling, and quick emergency lockdown capability. This eliminates key access and reduces manual lock/unlock duties for AUPD. Additionally, support ticket completion has reached 100%, thanks to the IT Physical Security Support model, which streamlines user engagement.
Classroom Doors Badged Electronically
Campus Exterior Doors Badged Electronically
Access control, camera systems, and remote badging have been implemented at the College of Nursing Athens, aligning it with main campus security standards.
33 emergency phones were upgraded for real-time monitoring, faster repairs, and reduced AUPD manual testing, with 10 additional units planned.
Installed 200 cameras across AU campuses to enhance security, support real-time investigations, deter crime & strengthen security through technology.
The team has enhanced support at the Georgia Cyber Innovation and Training Center (GCITC) by streamlining asset management, updating spaces, and ensuring reliable internet access. We're negotiating with Uniti Fiber to renew our ISP contract for GCITC and the Georgia Cyber Range, set to expire in March 2025, and are planning to integrate Lumen as a backup. Additionally, we’re transitioning outdated phone lines and exploring a new Internet Radio solution. We've supported events such as STEMfest, CyberDawg, and federal government partner activities, and academic space upgrades are scheduled for January 2025. The GCITC intern program has expanded to 10 interns, providing hands-on IT and Cyber Range experience.
Other key projects include:
ServiceNow Tasks, Tickets, & Incidents Completed
Our academic teams support all AU colleges and programs, ensuring faculty, staff, and students have the necessary resources. This includes helping new programs like the Accelerated Bachelor of Science in Nursing (ABSN), the Master of Health Science in Speech-Language Pathology, and the Dental Hygiene Anesthesia course come to life. We also facilitated office moves for over 30 faculty members, including disconnecting and reconnecting equipment, and launched a new AV support webpage. Additionally, we assisted with installing the IRIS Machine at the Greenblatt Library, allowing faculty, staff, and students to take professional photos independently.
Devices Recieving Workstation Support Refreshes
Classes & Academic Events Supported
Events (Meetings, Conferences, Trainings, etc.) Supported
Workstation Requests Completed
