Category Archives: Uncategorized

Telecommunications and Network Services

ITS Blog Post Telecommunications and Network Services-01The Telecommunications and Network Services department within ITS continues to expand and improve upon our campus’s communication systems whether it be by our telephone services or the via our Wi-Fi connections.  Currently TNS manages the over 800 access points spread out throughout the campus to ensure we all stay connected within our Eduroam.

Wi-Fi now in Parking Lot N

As of now CSUSB’s Wi-Fi capabilities have branched out to Parking Lot N, being the first to establish a steady connection within the campus. With the upcoming plans to build new housing on campus, the TNS plans to continue its expansion of our Wi-Fi by having the entire campus connected whether inside or outside.

New digital phone book

The TNS department is beginning to make headway by initiating the launch of a new virtual phone book which will be used for faculty and staff. Unlike the CSUSB directory, the phone book is planned to me managed by HR to which proper contact and title information can be provided.

CSUSB Access not available

Another changed within the TNS is that CSUSB Access is no longer available to access via one’s Wi-Fi settings. This change is one which will further encourage all within campus to utilize the Eduroam account. Let it be known that there is a “visitors” account through one’s Wi-Fi settings which can be used for guests who do not have the credentials met for Eduroam.

IT Governance: October 2016

ITS – Administrative Computing and Business Intelligence Project Updates – Lenora Rodgers presented the projects ACBI is currently undergoing. Some of the current projects the ACBI team is working on is the CS 9.2 upgrade which will run from June 19, through December 19, 2017. They are currently working on updating the CSUSB mobile app front page and looking on purchasing a mobile app platform which will bring apps to the market faster. The COE credential tracking and reporting phase one went live on October 1, 2016.

ITS – Security Audit Findings Mitigation Efforts Updates – Sam announced that they’ll be inviting the auditors back in February for an advisory audit. We hope to have resolved 100% of the audit findings during that time. Laura Carrizales presented the progress made regarding the audit findings. Each Dean was handed a report regarding gaps in their colleges. Terri Nelson mentioned that there needs to be a better way of communicating to faculty what type of software is installed in their classrooms. David Nimri will bring this up in the SOP group and find the best way of communicating this information.

Updates on ITS Tech Days – VP Fremont asked how ITS Tech Days went. Felix Zuniga announced there was a decline in the number of students from last year which shows all the marketing that has gone to promote the software ITS provides has helped put the word out.

Agendas and handouts from IT governance meetings can be found online at:

ITS Information Security and Emerging Technologies

its_blog-posts-01The Information Security and Emerging Technologies department does much to protect campus users from online threats. It is here where the IS&ET oversees our network’s traffic, secures all login credentials, instills internal policies, and provides continued education with online safety.

In recognition of National Cyber Security Awareness Month, the IS&ET alongside the Information Security Club and Coyote Advertising have created the “How’s Your Cyber Hygiene?” campaign to spread awareness to the entire campus of the many threats online. By utilizing social media along with various screens throughout campus, the campaign has brought with it a means to provide people with the basics in cyber security protection. Some of these examples include insight in Email threats, Privacy protection, and secure links and pathways (see example below).

By training those within the ITS department, exercises and scenarios have been set to prepare staff in facing online threats. Such examples are seen with false emails in disguise as phishing attempts, showing staff firsthand the attempts hackers make to tap into one’s privacy. Eventually, such measures will be taken beyond the ITS department and staff, giving everyone a first-hand taste of what it is like to be exposed to a phishing attack. Although done with no intent on harm, these exercises will lead people to a safe location which will inform them of what just occurred.

Alongside the cyber awareness campaign and the continued education, the IS&ET department has provided a link to common practices one should be aware of with internet used. Further insight and examples can be found on

For more information, visit or contact:

Information Security & Emerging Technologies
California State University, San Bernardino
John M. Pfau Library Room 2006 (PL-2006)
5500 University Parkway
San Bernardino, CA 92407
(909) 537-7262

2016 CSUSB Download Party

The 2016 CSUSB Download Party will take place on Tuesday, October 18th from 11:00 a.m. – 2:00 p.m. in the PFAU Library basement, room PL-013.  It is open to all CSUSB Students, Faculty and Staff.  Stop by for some food and get help downloading the latest version of Microsoft Office 365 + other amazing software.  The world-class ITS Tech Support Team will be on-hand to help answer any questions you might have.  Hope to see you there!

Image: Download Party Poster with event details

CSUSB Tech Days 2016 | Full Schedule

Image: Flyer with full Tech Days schedule

Information Technology Services Presents:

Tech Days, October 18-20, 2016.

Schedule of Events


Tuesday, 10/18/2016

Technology Open House | 9 a.m. – 2 p.m. | Pfau Library Wedge (1st Floor)

·         Come and explore some of the ITS Division’s facilities including the Technology Support Center and Assistive Technology and Accessibility Center. Also, meet the CSUSB Mobile App team.

Software Download Party | 11 a.m. – 2 p.m. | Pfau Library 013 (Basement)

·         Enjoy free lunch while downloading Microsoft Office 365, and other great software with help from ITS Techs.

Tech Hook-Up Booth | 8:30 a.m. – 4 p.m. | Outside of SMSU

·         Drop by the ITS Tech Hook-Up booth and learn about all of the resources ITS provides for CSUSB faculty, staff, and students.


Wednesday, 10/19/2016

Technology Open House | 11 a.m. – 2 p.m. | Pfau Library 003 – IDEA Lab/Lounge (Basement)

·         There will be some exciting things going on in the IDEA lab, including demonstrations on virtual reality/augmented reality, 3-D printing, and instructional video production. Also meet the staff from several ITS departments that are here to serve you.

ITS Training Services Road Show

·         Stay put, and ITS Training Services will bring training to you! Drop by during the hour we are at your college and ask our trainers about Office 365, Google Apps, ZOOM and more. Register for ITS training dates, times, and locations [].

Thursday, 10/20/2016 | Palm Desert Campus

Technology Open House and Download Party | 11 a.m. – 2 p.m. | RG Lobby

·         Come and learn about the amazing services and software that the ITS Division provides for CSUSB faculty, staff, and students. Enjoy free lunch while downloading Microsoft Office 365, and other great software with help from ITS Techs.


Technology Support Center

(909) 537-7677


Find us at:

Twitter, Facebook, and Instagram @CSUSBSupport


For accessibility accommodations, please call Tech Support at (909) 537-7677.




How’s Your Cyber Hygiene?|Think Before You Click

Brought to you by The Information Security Club.

Pop up ads, redirections, andthink-before-you-click fake websites are just a few of the detours taken when coming across false and misleading links. Spoofed websites and emails try to fool you into clicking bad links. Stop. Think. When on a search engine, take caution as to where your results lead you. Questionable domain names and extensions are key indicators that can save you from unsecure sites and prying eyes.

Be especially cautious when following links within your social media accounts. Online quizzes, articles, and contest entries can lie as hidden traps to lure people into dangerous sites. Ever important are the now condensed or “tiny” URLs which are responsible for leading people astray. Millennials (ages 18 – 33) are the most likely age group to fall victim to cyber crime! Remain vigilant and on the lookout for suspicious site extensions such as .tv, .co, .biz, and more.

How’s Your Cyber Hygiene?|Be Cautious With Email

Brought to you by The Information Security Club.

be-cuatious-with-emailOn regular basis we are constantly getting emails either from school, work, subscriptions, and more, but keep in mind of who we give our emails to and which emails we decide to open. If there is an email you are suspicious of or do not know who sent it to you the safe bet would be to not open it. Emails can have subject headings that are appealing to us such as “You’re a Winner!” but it is usually those emails that have malware which attack our computers. The same goes for emails sent to us with attachments. In reality we should all be cautious when we download and attach files ourselves, this also includes being aware of who is sending us these files.

The FBI states to never open or download attachments from people we do not know and to be careful with attachments that people we do know send since they can carry advanced malicious code. Emails are more susceptible to having viruses that can easily take over your computer and information without proper caution.

IT Governance: September 2016

ITS Strategic Planning Implementation Plan – Sam shared the goals ITS plans on completing in the current academic year. Each of the goals has been assigned to an ITS Leader.

ITS Consulting Services – David Nimri presented the ITS Consulting Services Form that has been put on Qualtrics. The group provided feedback on the form and it was suggested to present it to the ADTL subcommittee for faculty feedback.

Risk Assessment for HIPAA – Javier Torner informed the group that every CSU campus must complete the HIPAA Compliance Risk Assessment by the tentative date of March 31, 2017. Javier said that he will be contacting each college to help identify each area and help them fill out the questionnaire. He asked for support from IT Governance for this project.

ATI Charge and Vision – Leon McNaught, the new campus ATI Coordinator, shared with the group his three-month plan. ATI is working on branding and promotional materials and will start an outreach program for faculty and staff soon. Some of the services that ATI provides is captioning videos, help faculty remediate issues on the blackboard courses. Provost McMahan mentioned that this needs to be a campus conversation that every online course must be accessible.

Update on Admin Privileges on local machines – Sam announced that the auditors will be back in February. David presented to the group a guide on why it is a good idea to give up admin privileges. David also mentioned that SOP is working on best practices for those faculty that in fact do need admin privileges.

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Tech Talks: ITS Training Services

Featuring Danny Vasquez and Doris Selva of ITS Training Services

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Doris Selva, Trainer/Document Specialist

Question: What services does ITS Training Services offer? 

Answer: ITS Training Services offers PeopleSoft (PS): HCM/SA (Human Capital Management & Student Administration), CFS/DW (Consolidated Finance System & Data Warehouse) training, in addition to various software topics. These topics include Office 365, Microsoft Office 2016, Zoom, Mathematica and much more!  ITS Training Services is a one-stop-shop for staff, faculty and student training.

At our new location, we have designated a “Touchdown” Station. This area provides campus users the ability to walk-in and use available stations with privacy for on-demand training, use MyCoyote Self-Service (to view Absence Balance Inquiry, Benefits Summary, View Paycheck online, report time off, etc.), hold one-on-one sessions, use or Skillsoft. Additional services include instructor led, on demand, small group, and department specific training sessions. We are not limited to our lab as we are able to come to you upon your request.

Also, all faculty, staff and students can register for any available software/system topic training at

Danny Vasquez, Admin Support Coordinator

Danny Vasquez, Admin Support Coordinator

Question: What training courses do I need to complete upon being hired?

Answer: New employees will need to complete the New Employee Technology Orientation. The training session will give new employees an overview of basic MyCoyote Portal features, and MyCoyote account activation if needed. Employees will be able to complete online course requirements as needed per individual position roles. In addition, other ITS services will be discussed.



Question: How do I register for Online, Instructor Led, or One-on-One Training?

Answer: Select the following link to watch a video on how to register:

ITS Training Services How To: Register

Question: Where is ITS Training Services located and how do I get in contact? 

Answer: ITS Training Support Office has moved from CH 137 to PL1104, first floor of the Pfau Library wedge.

Telephone: (909) 537-7425



Office Hours: 8:00 a.m. – 5:00 p.m.

To see more of the department, visit the ITS Training Services YouTube Channel!


Faculty member: I appreciated the fact that the Trainer took the time to explain in detail, and didn’t hesitate to go over anything that was asked. The Trainer made the training a very comfortable, and pleasant atmosphere. I will definitely continue my training with this office in the future.

Staff member: I love attending ITS trainings. I keep coming back because after using the reports in my office it gets easier for me to understand.


Evening and Night Blackboard Helpdesk Services

CSUSB Technology Support Center


CSUSB has been providing a 24×7 help desk since 2007. With increasing demands for online, hybrid, and distance learning from students, faculty, and staff, CSUSB has been seeking ways to provide improved round-the-clock technical support to empower users and improve student success.

ITS Technology Support Center is pleased to announce a new partnership with Blackboard Helpdesk Services. Beginning Wednesday, April 8, 2015, we will be providing expanded evening and overnight support for the Blackboard Learning Management System as well as over 100 different applications and technologies associated to the online learning experience.

CSUSB Technology Support Center
Hours of Operation: Mon-Fri 7am-7pm, Sat & Sun 7am-7pm
Location: Pfau Library PL-1108 (Wedge)

Available 24×7
Phone: (909) 537-7677

How do I contact ITS Technology Support Services?

The CSUSB Technology Support Center (PL-1108) will continue to remain open and fully staffed from 7am-10pm Monday through Friday, and 7am-7pm Saturday and Sunday. Phone and online support will be available 24×7 via (909) 537-7677 and the Technology Support Center website.

We have created an after-hours online support portal that serves as a gateway to the support service offering through our existing Technology Support Center website. Simply click on the “Night Support” button and you will be redirected to our Blackboard partnership web portal, where you can search Knowledge Base for answers to commonly asked questions, or connect with a support representative through chat, phone, or by creating your own ticket.

What hours does the Technology Support Services cover?

The service is available 24×7, 365 days a year.  That’s correct; you can contact us at any time, day or night.  We understand that needing help doesn’t have a schedule and we are ready to assist you when the need arises.

What type of issues does the Technology Support Services team support?

Most technology issues, such as Blackboard Learning Management System (LMS), Microsoft Office, Office 365, password resets, etc.  Additionally, our professionally-trained Blackboard support staff are experts in all recent Blackboard versions and service packs.  The staff goes through ongoing education that keeps them ahead of the game regarding updates to the software and other common support issues.

Need help configuring your grade center? Not a problem, we can help. Having an issue with your discussion board?  Rest assured we can help you fix it.  Each interaction comes with a follow up case email that has a detailed description of your case, and what steps were taken to resolve your issue.  In many scenarios, your case solution email will include step by step walk-through instructions that you can refer to later if needed.  You don’t always have to wait until something is “wrong.”  If you have questions about Blackboard and its functions or features, give us a call and we’ll gladly field any questions you have, and offer advice on best practices.

How long does it take for the Technology Support Services team to resolve issues? 

When using the real time chat feature or calling the Support Center directly, most common issues can be resolved within five to ten minutes.  Of course there are more complex issues that may take longer but ultimately the goal is to help you move forward and if we need to take extra time to do so, then that’s what we will do.  Ticket submissions are typically resolved in about 24 hours, but this can vary depending on the time of year and the system affected.  During non-peak times it is not unusual to see ticket resolutions return in just a few short hours.

Supported applications and technologies

All Internet Browsers Plugins
•    Adobe Flash Player
•    Adobe Reader
•    Adobe Shockwave Player
•    Apple Quick Time
•    Java
•    RealPlayer
•    Microsoft Office Viewers (Word, Excel, PowerPoint)
•    Windows Media Player

Office Software
•    Microsoft Office 2003 (Excel, PowerPoint, Word)
•    Microsoft Office 2008 for Mac (Entourage, Excel, PowerPoint, Word)
•    Microsoft Office 2010 (Excel, Outlook, PowerPoint, Word)

Operating Systems
•    Mac OS X+
•    Windows 8
•    Windows 7
•    Windows Vista
•    Windows XP

SIS/Directory Systems
•    Banner
•    Datatel
•    PeopleSoft

Authentication Systems
•    Active Directory
•    Kerberos
•    LDAP
•    Shibboleth

Collaboration/Web Meeting
•    Tegrity 2.0
•    Tegrity 7.0
•    Blackboard Collaborate

•    Microsoft Dynamics
•    ServiceNow
•    Remedy
•    Zendesk
•    Hobsons
•    Saleforce

•    Hotmail
•    Net Mail
•    Outlook Web Access 2003
•    Outlook 2003
•    Outlook 2010
•    Windows Live

Google Apps
•    Calendar
•    Docs
•    Mail
•    Sites
•    Talk

Plagiarism Prevention
•    SafeAssign (see Blackboard Building Blocks)
•    Turnitin

•    Pharos

•    Jenzabar
•    Starfish

Remote Access
•    VPN Connections

Student Portal
•    IQ Web
•    Jenzabar
•    WebAdvisor 3.0
•    Banner
•    WebCampus

Test Creation/Deployment
•    Respondus – Exam Creator
•    Respondus – Test Bank Network

For more information on the Blackboard Student Services Helpdesk, visit