Technical Services

Technical Services

Technical Services provides computer and creative services to WCER researchers. Our skilled personnel and advanced technologies provide projects with research-focused programming, application development, website design, video, network, multimedia, and graphics expertise. In addition, we assist with hardware and software purchasing, setup, technical support, server space, and training. Technical Services also offers an equipment library for WCER researchers and staff.

Contact Technical Services:

E-mail: support@wcer.wisc.edu

Phone: 608-263-4333

Visit: Suite 370 Educational Sciences between 8 a.m. and 5 p.m.

Staff

ROBERT GLOVER
Director of Technical Services

BRIAN GANJE
Help Desk and Application Support

RICK GROSS
Technical Support Customer Service Manager

DAVID PAAR
Help Desk and Apple Support


MICHAEL SCALIA
Information Processing Consultant

MICHAEL SMIT
Network Administrator

MEGAN COFFIN
Software Application Developer

LINDSAY FULTON
Software Application Developer

JARED MEHL
Software Application Developer

ANGELA MILOCK
Knowledge Manager


AMANDA SCHWOEGLER
Agile Product Owner

MICHAEL SHERRY
Software Application Developer

JUSTIN SVETLIK
Information Processing Consultant

RYAN WILKINSON
Software Application Developer


TIMOTHY VERTEIN
Software Application Development Manager

JUN ZHENG
Senior Information Processing Consultant

BETH ATKINSON
Web and Media Services Manager

DAVID MARCOU
Videographer/Video Editor

HANNAH NORTHUP
Graphic Designer


JANET TREMBLEY
Graphic Designer

Services

We provide ongoing technical support for all WCER staff. Troubleshooting, and repairs are performed in-house by WCER technicians and/or coordinated repairs with vendors. Technicians are also available to support mobile computing needs, move computers, and related equipment including network connections.
Consulting and programming to create web, desktop or mobile (including iPad) applications is available for funded projects. Application examples include data collection, processing, analysis, reporting, online instruction, testing, and experimental design.

Website Support – Website design and development including WordPress sites

Design Support – Graphic design services including logos, letterhead, business cards, PowerPoint templates, diagrams, illustrations, image editing, brochures and other print publications

UI/UX Expertise – User experience and user interface design for online applications

Audio and Video – Video production and editing

Experts can advise principal investigators and project administrators regarding hardware and software needs. Technicians work with projects to purchase and install hardware and software. In collaboration with the School of Education, WCER maintain a library of software resources for project staff to use for trial evaluation purposes. Select hardware is also available for limited-term checkout.

Equipment Checkout – Laptop computers and other portable equipment is available for checkout by project staff and students. Setup assistance is available as needed.

Conference Rooms – Technical Services provides video conferencing services and maintains multimedia conference rooms.

Printer Support – Technical Services routinely maintains all the laser printers throughout WCER.

Large-Format Printer – Technical Services’ large-format photo-quality color printer can print on paper up to 42 inches wide.Use of the large format printer is limited to WCER projects and staff.

Public Workstations – Technical Services maintains workstations with  current software and hardware for WCER staff to try out equipment and software before making purchases or to complete special short-term tasks.

Training – Training for project personnel on hardware and software is provided as needed.

Website Hosting – WCER project websites can be hosted in-house on the fast, modern, and reliable server that is backed up nightly and is powered by an uninterruptible power supply.

Database Design – Professional database design is available for funded projects. Security for hosting research data can be accommodated.

Online Surveys – Tecnnical Services can help WCER staff set up an online survey accounts with the university’s Information Technology.

Technical Personnel – Assistance is provided for projects wishing to hire their own technical staff. Technical Services can help write technical job descriptions, evaluate resumes, and participate in interviews.

Streaming Video Hosting – A streaming video server is available for use by funded projects.

Video Analysis – Technical Services staff can provide consulting on the qualitative analysis of video and can lead video data analysis sessions for projects in the center’s multimedia conferencing room.

Multimedia Equipment Training/Check-Out – Camcorders, digital cameras, audio recorders, and associated accessories are available for projects to check out. Technical Services staff can train project personnel to use this equipment.

Network Services – Each staff member is assigned an account with access to the WCER  network, including project and personal network space. The network has virus and firewall protection. In addition, Technical Services manages and deploys network infrastructure equipment for School of Education buildings, and enables to access all school resources with a single network logon.

Data Security and Integrity – Technical Services helps project leaders and staff interpret and meet data security guidelines mandated by the Federal Information and Security Act. Most funding agencies require that projects maintain a minimum baseline of security the act defines for all project data. Technical Services can accommodate projects requiring moderate or high security levels, as needed.

Server Security – Technical Services provides security solutions compliant with the baseline requirements mandated by the Federal Information Security Management Act for WCER and School of Education servers.

Data Backup – Technical Services operates a highly redundant and robust backup solution to ensure the reliability/integrity of user data.


FAQs

Contact Technical Services at support@wcer.wisc.edu or 263-4333. We will reset your password to a generic one to allow you access to the network. Upon login, you will be immediately prompted to change the password to something only you know. We are not able to retrieve old passwords; our privacy measures prevent passwords from being viewed or retrieved by our technicians.
If your file was stored on the network (in a project drive or a network folder) for 24 hours or more, Technical Services can retrieve it from the backup system. Send an email to support@wcer.wisc.edu. Provide the name, location, and date of the file. Please be aware that your local hard drive is not backed up and files lost from local drives are not recoverable. Contact Technical Services at support@wcer.wisc.edu or 263-4333 for more information about using network drives.
Don’t open the e-mail message. If you know it is junk mail, delete it without opening. If you think it might be something important, call Technical Services at 263-4333; they will help you determine the best approach.
Contact Technical Services at support@wcer.wisc.edu or 263-4333 to discuss purchases for your project. Once a decision on equipment has been made, complete an Technical Equipment Request Form and return the signed form to the Tech Services front desk. Small in-stock items usually arrive in a few days; larger, more expensive items may take a few weeks to arrive. Upon delivery, Tech Services will notify your staff and assist with delivery and setup if desired.

To configure WCER PC desktops to a SoE AD Network Printer at WCER:

  1. Click “Start”
  2. Click “Devices and Printers”
  3. Click “Add a printer” at the top of the new window
  4. Click “Add a network, wireless or Bluetooth printer”
  5. Click “The printer that I want isn’t listed”
  6. Click “Select a shared printer by name” type the network path to the print server (Mango) followed by the printer’s city-name. ie: \\Mango\fairbanks
  7. A Windows printer installation popup window displays status such as “downloading driver” and “finishing installation”
  8. Window states “You’ve successfully added ‘printername’ on Mango.”
  9. You may select or de-select the “Set as the default printer” box as needed.
  10. Click “Finish”
  11. Applications that were open prior to the installation of the new printer may need to be closed and re-launched to provide access to the new printer.

To configure WCER Mac to a SoE AD Network Printer at WCER:

  1. Connect your Mac to a live Ethernet cable.
  2. Select ‘System Preferences’ (either from the Apple Menu or the System Preferences icon down in the dock).
  3. A new System Preferences window will open. Select the ‘Print and Scan’ button within that window.
  4. On the left side of the resulting window, click the plus sign (+) to add a new printer.
  5. A new window will open titled “Add Printer.” Within that window, select the tab called IP (an icon of a grey sphere).
  6. Make sure that the listing under the “protocol” field is LPD, “Line Printer Daemon.” Then, in the “Address” field, enter the name of our print server: “Mango.”
  7. In the subsequent fields of “Queue” and “Name,” enter the name of your desired printer (e.g. “Geneva”) and select the ‘add’ button.
  8. If your printer has a duplex unit, check the box that says ‘duplex unit’ and select ‘ok.’
  9. Your newly-installed printer should appear on the left side of the screen with a green dot next to it.

First, you must acquire a UW NetID. You can do this via the DoIT web site. Once you have a UW NetID, submit a signed Network Activation Form (also available in the Tech Services reception area) to Tech Services. Staff will then set up your WCER network account and permissions.
To gain access to WCER project drives, you must go to Technical Services and fill out a Network Activation Form . Specify which project drives you need access to.
After viewing the security training webinar, please complete the following short quiz. You must answer all questions correctly in order to receive WCER network access.
Take the Quiz
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Video transcript

 Use these directions if you are located in the Educational Sciences building, or the Teacher Ed Building and you have a wired connection (i.e., your Mac is connected via a cable that runs from the Mac into a network jack in the wall).

For all other situations, these directions remain the same, but you will first need to be connected to the university’s VPN (virtual private network) using the GlobalProtect application.

Mac-specific instructions for installing and using GlobalProtect can be found in this WCER Knowledgebase article:  https://kb.wisc.edu/wcer/page.php?id=82702

  1. In the Finder, click the Go menu, then choose Connect to Server. The Connect to Server dialog box opens.
  2. In the field labeled Server Address, enter the characters smb://followed by the name of the server, then click Connect. For example, to connect to the Maple server (which has the project drives), enter smb://maple.ad.education.wisc.edu/projects$ then click Connect.
  3. A dialog box will open with two choices “guest” and “registered user” (the default selection). Make sure “registered user” is selected. In the field labeled “Name” enter your WCER username, which is the same as your wisc.edu NetID.  In the field labeled “Password”, enter your WCER password. This is NOT your wisc.edu password, but is a different, more secure password, which you chose when you set up your WCER account with WCER Tech Services. (If you have forgotten this password, or if it has expired, contact WCER Tech Services for a new password.) Click Connect.
  4. A new Finder window with the title “projects$” will open. Depending on your Mac’s Finder preferences, a network drive icon of the same name may also appear on your Mac’s desktop. Within this window, a list of all the shares will appear as folders. Double-click on the project folder you wish to access. NOTE: Your project membership permissions will determine whether or not a particular folder is able to be accessed.
  5. There are two basic ways to disconnect from the WCER network: Drag the network drive icon (if present on your desktop) to the trash icon in the Dock. As you drag the icon, notice that the trash icon turns into an eject button. Another way is as follows: Within any open Finder window, Look under the Locations section of the sidebar and click the eject icon which should be at the right side of the server’s name. In our case the server is “maple.ad.education.wisc.edu”. NOTE: You are automatically disconnected from the network when you turn off or restart, or log out of your computer.

EXAMPLE:

A WIDA staff member wishing to connect to the WIDA project drive on Maple (commonly referred to as the “N drive” by Windows users), would use the following server path:

smb://maple.ad.education.wisc.edu/projects$

Once the projects$ drive is connected, they would open the folder named “WIDA”.

Your UW NetID is assigned to you by DoIT; your WCER network login is assigned to you by WCER Technical Services. Your NetID provides you with all the services that you can access via the My UW portal including My Webspace, WiscCal, and WiscMail. The WCER network login provides WCER staff with access to project drives, individual drives, and networked printing services. Due to research funding and Human Subjects Data requirements, WCER employs a higher level of security than the UW Net ID system. Password requirements are more stringent at WCER.
No, the mission of WCER Tech Services is to provide service only to WCER-owned technology.
Technical Services uses a program called Matomo to monitor activity on WCER hosted websites. Matomo logs information including visits, page views, and top content. WordPress sites must include custom Google Analytics code in order to gather analytics. Contact Technical Services at support@wcer.wisc.edu or 263-4333 for more information.