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Information Technology Services

Office of the Chief Information Officer (CIO)

The Office of the CIO at East Tennessee State University is responsible for the planning, policies, and frameworks that support the Information Technology Services (ITS) strategic initiatives designed to improve student experiences, teaching and learning experiences, as well as administrative and research computing. This includes leadership of the Information Technology Council (ITC) that partners with the ETSU community to make collaborative decisions regarding technology used to support students, faculty, and staff in the ethos of teaching, research, and service. 

Many changes in the organization, priorities, and service strategies of Information Technology Services at ETSU have been implemented over the past year.  Our goal is to provide tools, systems, and services that align with the needs and goals of our University.  Our major ITS projects and initiatives support the ETSU Strategic Plan as we continue to evaluate our service and improve technologies across campus.  

Recent Modifications

One of the major changes in the ITS organization was the creation of an ITS group dedicated to support research computing at ETSU.   ITS put together a team of three of our most experienced, technically expert, and research-oriented employees to make up the division of Research Computing under the direction of Dr. David Currie.  The research computing group began with a survey of research faculty and have used those results to develop a customized strategic plan and goals for the research computing group.  In addition, they have established research data storage and backup standards, developed support for the REDCap research application, and exploring cloud services in support of high performance cluster computing.  

Another initiative designed to ITS improve support and services was the reorganization and improvements for the ITS Help Desk.  Help Desk technicians were moved to a central location in the library.  The new location enabled new and improved services such as combining the student and faculty/staff Help Desk, accommodating walk-in traffic, extending service hours, updating the Help Desk website, and providing an online chat service as a help venue.  Myra Jones is the Associate CIO and Chief of Staff and is responsible for the Help Desk, ETSU Online, Academic Technology, and Computing Technology Services.  

The technologies available to all of us today provide great opportunities, but keeping our technical environment secure continues to be a challenge.  Enterprise systems are constantly at risk and information assurance and security are essential.  Therefore, last year ITS welcomed Andrea Di Fabio to our team as the Chief Information Security Officer and Associate CIO.  Mr. Di Fabio is responsible for information assurance and security at ETSU as well as responsibility for Network and Telecommunications, Information Systems, Systems, and Web Technologies. 

Examples of other accomplishments include:

  1. Modified the University’s computer replacement initiative policy to enable enhanced service in the distribution and deployment of new faculty and staff computers;
  2. Decommissioned all thin client computers previously deployed in computer labs;
  3. Deployed Windows 10 on the new computer image;
  4. Modified the Memorandum of Understanding for ETSU Online courses;
  5. Established the Master Online Teacher designation;
  6. Improved bandwidth and wireless access for students;
  7. Implemented Microsoft 365 for students;
  8. Developed and deployed a new portal system; and revision of IT policies.  

The future of technology at East Tennessee State University is changing rapidly and we are changing too. It is my goal to enhance the services we will provide to the university by leveraging the best in talent, technology, and IT practice and through an approach that is not only innovative, but crafted to meet the university's distinctive needs.  As we move forward, we will continue to look at additional opportunities with open source software, and cloud services.  High on our priority list for the immediate future is additional increases bandwidth, and enhanced wireless access for students. 

Below is a web form that submits comments directly to me. Please feel free to let me know about issues you have with information technology services on campus. But please don't stop there, I welcome the ideas and innovations from our faculty, staff, and students. With your help, we can shape the future of technology at East Tennessee State University.

I look forward to working with all of you in the future.

Karen King


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