Summer Projects 2018

The following is an overview of some of the major projects the technology department is undertaking over the summer. Some projects directly affect the way you interact with technology and other resources. A separate Blog will be posted to outline specifically what has changed and how it will affect you.

Phone System
Our legacy Toshiba PBX phone system will be updated to a new Cisco VoIP phone system over the summer. This is one of the last major initiatives of the 2014 building project. This is a large project consisting of installing and programming new switching hardware and software, and replacing all of the existing Toshiba telephone handsets with new Cisco handsets. The new system will connect and operate through our existing data network. It provides enhanced functionality with simplified management.

Some of the features include

• Simplified voicemail access through the handset, email, or smart phone application
• Robust auto attendant capabilities
• Powerful notification features
• Presence functionality
• Conferencing capabilities with desktop sharing
• Softphone support
• Much more...

We are still working on developing the deployment schedule and  will communicate details once established. The new system will be entirely in place before the start of the 2018/19 school year. Individualized training will be available for staff, secretaries, and administrators as they return to work. Online resources will also be available for viewing.

G-Suite
We are planning a significant change to our G-Suite domain. We will be combining the staff and student domains into a single space. This will improve communication and collaboration features in Google Apps. To accomplish this we will duplicate student accounts and move all devices into the calschools.org domain. There will be a period of time available in the fall for students to move their content from the old domain to the new one. Detailed instructions will be available for moving content.

YouTube is also undergoing some changes and will be configured to integrate with our G-Suite accounts. To access YouTube content you will need to be logged onto your Caledonia G-Suite account. Staff will have unrestricted access and student restrictions will vary according to grade level. Staff can approve videos individually or utilize channels which will approve all included videos.

Single Sign On
We will be linking Infinite Campus and Foxbright to Active Directory eliminating the need for a separate username and password for those applications. Additional integrations will follow in the near future.

Network Security
In an effort to better secure our network we will be removing all unsecured wireless networks from the school district. This is a standard security practice and will help prevent unauthorized access and malware intrusion.

User Account Automation
We are working on a process to automate student user account creation. The process will automatically create a student account in Active Directory and G-Suite when a new student is enrolled in Infinite Campus. The process will run periodically throughout the day once every 2 hours between 8:00 a.m. and 4:00 p.m.

Website
Website responsibility as been moved to the technology department. We will be working with building and department administrations and their staff to address federal ADA standards. We will also working on standardizing many of the common areas of our website for user consistency. Training will be provided on an as needed basis. This is a large and complex undertaking and is expected to continue throughout the 2018-19 school year.

Surveillance Cameras
We will be continuing with the addition elementary and middle school surveillance cameras. An additional 20-30 cameras will be installed over the summer. We will also be providing training on using the camera software.

Classroom A/V Systems
We have a long list of classroom A/V systems in need of attention. We will not be able to address everything on the list but we do have it prioritized and will be working on the more significant issues first. Some of the work includes updating wiring to support HDMI. We will also be replacing old data projectors and failing amplifiers,

2017/18 Year in Review

This has been a busy year for the  technology department. The following is an overview of the work we have done.

Since July 1, 2017 we have processed nearly 3,000 help desk tickets. This does not include the numerous emails, phone calls, and hallway interactions.

We posted a Copy Machine RFP and evaluated proposed solutions. Removed around 200 printers and copy machines, many that were not working. Installed and setup 90 new networked Kyocera copy machines with find-me-printing and G-Suite integration.

Upgraded wiring and projectors to HDMI in 19 classrooms.

Repaired over 150 Chromebooks

Completed several High School South Campus technology projects that were left open ended.

• Surveillance Cameras
• Installed two new servers
• Brought online and configured over 130 cameras 
• Mapped existing and old cameras
• Removed failed DVR
• Moved IP cameras to new servers
• Added analog to digital converter for analog cameras
• Connected projectors to network
• Enabled wireless access to projectors
• Enabled interactive features on projectors
• Provided PD
• Completed the Cafeteria A/V system
• Completed the Gym sound system
• Completed the Science room matrix switchers
• Installed retractable HDMI cables to all collaboration stations

Commissioned a design for district-wide message boards. Installed and configured server software for message board content. Installed and configured client software on 27 message boards district wide. Provided training for staff managing message boards.

Worked with the high school technology committee to develop an upgrade plan for obsolete high school technology. Removed and recycled a large amount of obsolete technology from the high school and around the school district.

High school upgrades

• Video production
• Computers
• Tricaster Mini
• 2267 lab computers
• Media Center computers

Installed new Chromebook carts for elementary and middle school buildings

Installed surveillance camera server for elementary and middle school buildings

• Installed cameras in cafeterias
• Installed 20 cameras in buildings

Posted a RFP for a new phone system throughout the school district. Evaluated responses and selected a vendor. The new phone system will be installed over the summer.

CCS Year End Technology Checkout, June 2018

Checklist of items that must be completed before checking out of your classroom for the summer: 

• Change your password. Visit http://password.calschools.org to change your password before you leave for the summer. This will ensure your password does not expire over the summer. DO NOT CHANGE YOUR PASSWORD ON YOUR MAC, IT WILL BREAK YOUR PASSWORD SYNC!
  
• Turn off all computers (CPU), monitors, printers, scanners and, projectors in your classroom. Do not unplug devices from their power or unplug your phone or network cables from the wall.
  
• All school owned student device screens and keyboards should be cleaned by the last day of school with the screen wipes that were provided.
  
• All labels applied to any device by the teacher or student MUST be removed and surfaces cleaned of any sticky residue that may be left behind.  (GooGone works well for this.)
  
• All school owned student devices must be returned to their carts and brought to your buildings library by the last day of school so they can be inventoried and receive maintenance.
  
• Carts, and individual devices should be clearly marked with the teacher name and grade level. 
  
• Please attach keys and/or keycards to the cart when delivered to the library.  Padlock combinations can be emailed to Rhonda Schroder; be sure to include your building name, room number and grade.
  
• Please submit a work order through the HelpDesk before June 8, 2018 if:
• Any of your Chromebooks are broken or need repair (place the Chromebook on top of the cart)
• You have broken equipment or work to be completed in your classroom
• You have unused technology equipment in your classroom that you would like removed
  
• We will be updating our phone system over the summer so your voicemail will be unavailable and all existing voicemails will be deleted.

If you will be leaving the district and not returning for the 2018-19 school year and still have district issued equipment, email your building principal and return the equipment to your main office no later than June 8, 2017.  Principals, please contact Rhonda Schroder when you have received the equipment, it will need to be serviced before it is issued to another staff member.

If you will be changing buildings for next year you will need to have their laptop inventoried and serviced by the Technology Department. Please contact Rhonda Schroder to schedule an appointment with Technology Staff to complete the laptop service. There are building specific services that will need to be addressed. 

You will want to periodically check your email throughout the summer to keep up with any news or changes. You can also visit http//www.calschools.org/technews  for up-to-date information on Technology Department projects and initiatives.


Have a safe and relaxing summer. 

Chromebook Carts

One of the most frequent complaints we hear from classrooms is about the poor wire management in the Chromebook carts. Technology department staff as well as classroom teachers have spent many hours trying to solve this problem. It is time consuming and the solutions have not stood up well to time. The end result is wasted time every day while students struggle to retrieve and return their Chromebooks to the carts.

Because of some unused textbook funds we are able to replace the existing carts with a better designed cart that has much more effective cable management. The carts are easier to access and provide ample space for Chromebook storage.

Unfortunately there is no good way to quickly deploy the new carts without disrupting classroom instruction. We have come up with a method to deploy the carts without interrupting classroom activities but it will take several weeks to complete. If everything goes well everyone should have new carts by the beginning of May.

Please note, the Chromebook cart replacements will be in the elementary and middle school buildings only. The high school receive new carts over the last two years.

Phone System

The technology department has posted an RFP for a new district wide telephone system. This is the last major technology initiative of the current building project. We will be working with potential vendors over the next few weeks with the goal of making a recommendation at the April board of education meeting. It is anticipated that the new system will be installed over the summer and will be fully functional before the start of 2018-19 school year. Information about training opportunities will be communicated once those details have been worked out with the selected vendor.

The intention is to maintain current phone numbers and extensions as much as possible. Some of the advantages of the new system will include simplified system management, improved user access to handset and voicemail features, expanded remote access, reduced maintenance costs, and reduced operation costs. There will be many additional feature enhancements and a welcomed opportunity to bring day-to-day management functions in house thus reducing outside vendor dependence.

While a great deal of planning has gone into this project, due to its scope and scale there are bound to be unknown complications. The technology department will be working closely with the selected vendor to ensure that we stay on schedule and meet the project objectives. We will continue communications through this medium as the project progress and more information becomes available.

How to Write A Good Help Desk Ticket

Productivity will be affected by the quality of a helpdesk request. A ticket with concise, useful information can be the difference between an instant solution and one that takes hours or days. 

Not every problem is the same, which means that not every ticket requires the same level of detail.

Here are four common troubleshooting steps you can easily take before you submit a ticket:

1. Quit and restart the application where the issue occurred.
2. Reboot your device.
3. Ask around to see if the issue is unique to you; someone else might already have a solution. If the problem is widespread, report that to the helpdesk.
4. Check the knowledge base for a solution, the solution to common problems may be available in a knowledge base article.

Always tell your helpdesk team what troubleshooting steps you’ve taken and the results.

Try to Replicate the Issue - Provide information on how to recreate the problem in your ticket. Often times, the technician must recreate the error to solve it.

Proper Request Type

Categorizing a ticket correctly is important, without proper categorization, support requests lack even the most basic context. Improper categorization can mislead the helpdesk or even funnel the support request to the wrong person.

Proper Prioritization

Not all helpdesk requests are created equal. Always correctly prioritize your ticket to take some of the decision making off of the shoulders of IT. And again, the prioritization of a support request may determine who is responsible for resolving the ticket and even how the helpdesk is made aware of the issue 

Proper Ticket Subject Line

A support ticket subject line should set expectations, and if possible, enable the helpdesk agent to glance at the subject line and immediately know the issue (without being too wordy). Use relevant keywords that make it easier to find when searching/sorting. When your helpdesk is inundated with requests, a clear subject line can lead to a quicker resolution – and even help IT solve future tickets featuring similar issues.

The Importance of a Concise, Relevant, and Detailed Description

This can’t be said enough.

Usually, the difference between a poor support ticket and a great one is the details. The more detailed the ticket, the more likely it will be solved quickly and without much heavy lifting on your end.

Note: The helpdesk doesn’t need every detail, just the right ones. However, don’t be afraid to ask questions in your ticket. Your helpdesk would much rather you ask than guess and make an issue worse. If you put the work in upfront to include the right details, the rest of the process will be much more seamless. As an added bonus, the helpdesk will love you and will likely place priority on solving your tickets because they know it will include all the necessary information.

Below are some examples of helpful details you can include:

Provide Baseline Technical Details

• When in doubt, a helpdesk ticket should include the following technical details:
• What were you trying to do?
• Whay happened instead?
• When was the last time this worked (if ever)?
• If there was an error message, what did it say?
• Does this happen every time you try?
• When did you first notice this?
• Where is the computer/device located?
• What type of computer/device (Mac, PC, Chromebook, etc.)

Please don’t assume we know what you’re talking about. Be descriptive.

Providing this level of detail will go a long way with your helpdesk. Every ticket may not need this information, but it is a great starting point.

Share a Screenshot or the Exact Text of the Error Message

Your helpdesk team will be grateful if you provide a screenshot, gif, or video of your issue. If you can’t include an image, add the exact text of the error message.

A Complete and Honest Picture

Many people won’t tell the whole story when they ask for help. This only makes a resolution harder to come by. A great help desk isn’t there to judge, but rather to help. A smooth and swift resolution is critical to managing the chaos of dozens of systems and different types of equipment. The performance of the helpdesk is likely being graded on the speed and quality of ticket resolutions.

Copy Machines and Printing

Over the last year administration and the technology department conducted a review of the district copy and printing services and costs. The review process reveled some issues that needed to be resolved.

First, the per print cost was excessively high at 2.2656 cents per print. As a point of perspective, Office Depot charges 2.2 cents per print and that includes the cost of the paper. Second, much of the copier and printer fleet was old and in poor condition. Most copiers were 5 years old with some over 10 years old. Printers typically ranged from 5 years to 15 years old. Third, the lease agreements did not break out the cost of the machines and maintenance. Everything was lumped into the single per print charge. The lease agreements were also arranged to require a perpetual renewal of the entire lease agreement to replace failing equipment. It was noted that each renewal increased the per print cost and extended the lease an additional 5 years. The final observation of the review was the lack of print accountability.

The school district was printing and coping over 10 million pages a year at a cost of well over $200,000 per year and no accountability. This was a business practice that needed to be corrected and an opportunity to save money.

During the summer a RFP was release seeking proposals for upgrading our copy and print services. The district was looking for a number of goals to be addressed in the proposals. These included:

1. Updating existing copy and print equipment
2. Move copy capability closer to the classroom
3. Improving student printing capacity
4. Reduce costs, print waste 
5. Reduce the copier/printer footprint (from over 200 devices to 90 devices)

The proposals were to include the full cost of equipment and cover the cost of maintenance for the first 33 million copies which would be 3 years or more.

Proposals were submitted by 8 different companies and after careful review 3 were selected to return for interviews and demonstrations. It was determined that AB Dick's proposal best met the goals and provided the best value to the school district.

The final solution put 90 new Kyocera Multi Function Printers (MFP's) throughout the district and removed most of the existing copier and printer fleet. Implement Papercut on all new MFP's to provide accounting functions.

Some improved features include:

• Find-Me-Printing (print to a single print queue and retrieve the job from any MFP)
• Integration with Google Apps
• Automatic scanning to your G-Mail account
• Scanning directly to your Google Drive
• Printing directly from your Google Drive
• Color coping available in all buildings
• Scan to or print from a USB drive
• Simple card swipe to logon to any MFP (students use their Student ID)

The new copiers were deployed over a three week period in October. For the most part the deployment went according to schedule.

While there are many positives to this project it also has its share of difficulties. Pushing the new print driver to Mac computers was not reliable. Many computers required manual intervention by the technology department. Proper authentication is required for printing. A number of staff were not logging onto the correct wireless connection for proper authentication. In some cases the access card ID did not match what we had in the system. Some staff did not have an access card.

There are also challenges with student printing. Students also have to be authenticated correctly to print. There were some of the same issues regarding missing or incorrect student ID numbers. In the high school labs students were using a generic login account on the computers. These computers needed to be prepared so students could logon with their network account. This was new for many students which required training. Many students did not know their network password so that had to be reset. I know these lists are not all inclusive of the problems people have experienced.

Some of these issues would be difficult to anticipate, however, the technology department could have reduced the number of issues through better planning and implementation. Change is often challenging, some see it as inconvenient, and for some down right terrifying. However, change is sometimes necessary to stay up-to-date, improve processes and inefficiencies, and reduce operating costs.