IT Impact Report 2025

2025 IT REPORT

LETTER FROM THE

ASSOCIATE VICE PRESIDENT FOR INNOVATION & CHIEF INFORMATION OFFICER

HIGHER EDUCATION IS AT AN INFLECTION POINT. Expectations from students, employees, and the communities we serve are evolving rapidly, and institutions that succeed will be those that intentionally build the capabilities needed for what comes next. Technology plays a central role in that work, enabling teaching, learning, decision-making, and operational effectiveness.

Dr. Zach Gorman

At Tarleton State University, our work across Information Technology, Institutional Data and Analytics, and the Transformation Realization Office is focused on positioning the university to lead. This requires moving beyond incremental improvement and investing in the foundations that allow innovation to scale responsibly.

Artificial intelligence is one of the most significant forces shaping higher education.

Its promise is substantial, but its impact depends on trust. Our focus is on responsible integration grounded in strong data practices, clear governance, and shared understanding. We are working to ensure that AI enhances teaching and learning, improves efficiency, and supports our students and employees while remaining secure and aligned with our values.

Teaching and learning remain at the center of this work. Modern learning spaces, reliable connectivity and equitable access to technology are essential to the academic experience. We are investing in environments that support instruction, collaboration, and engagement so that technology enables learning without creating barriers.

Data is another critical pillar of the university’s future. Institutions that lead will be those that treat data as a trusted, shared asset. Through Institutional Data and Analytics, we are expanding access to high-quality data and strengthening the ability across campus to use it with confidence to inform decisions.

Through the Transformation Realization Office, we are strengthening how change occurs by aligning strategy with execution, prioritizing the most important work, and managing change with discipline and clarity.

Together, we are positioning Tarleton State not only to adapt to change, but to help shape it.

Zach Gorman, Ed.D. Associate Vice President for Innovation and Chief Information Officer

TABLE OF CONTENTS Client Services Client Services: Ensuring Readiness for Tarleton State’s Growth................................................................................................................ 2 Dr. Sam Pack College of Business Facility Refresh....................................................................................................................................... 2 Opening the Health Professions Building...................................................................................................................................................... 2 Football Season Ticketing Support................................................................................................................................................................ 2 Launching the EECU Center........................................................................................................................................................................... 2 Support Tickets: OITS Client Services........................................................................................................................................................... 3 Scaling Support to Meet Tarleton State’s Rapid Growth............................................................................................................................. 3 Instructional and Faculty Support.................................................................................................................................................................. 4 Signature Campus Events............................................................................................................................................................................... 5 Infrastructure Team.......................................................................................................................................................................................... 7 2025 Highlights.............................................................................................................................................................................................. 7

Transformation Realization Office Tarleton Today Dual Enrollment..................................................................................................................................................................... 8 Campus Safety and Student Success............................................................................................................................................................ 8 Enterprise Solutions......................................................................................................................................................................................... 8 Strategic Partnerships..................................................................................................................................................................................... 8 Student-Centric Innovations........................................................................................................................................................................... 8 Financial and Operational Enhancements................................................................................................................................................... 8

Office of Institutional Data and Analytics Data Modernization Drives Impact at Tarleton State University................................................................................................................. 9 Salesforce Enablement for Tarleton Today Dual Enrollment...................................................................................................................... 10 Tarleton Today Enrollment............................................................................................................................................................................ 10

Security Operations Center Student-Led SOC Contributions...................................................................................................................................................................11 Commitment to Awareness............................................................................................................................................................................11

Achievements University Awards..........................................................................................................................................................................................12 Certifications..................................................................................................................................................................................................12 Graduation.................................................................................................................................................................................................... 13 Conference Presentation.............................................................................................................................................................................. 13 Publications................................................................................................................................................................................................... 13 Leadership Positions...................................................................................................................................................................................... 13

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CLIENT SERVICES Client Services: Ensuring Readiness for Tarleton State’s Growth Client Services played a central role this year in preparing new and renovated university spaces for instruction, campus operations and high-visibility events. Despite compressed timelines and shifting project conditions, the team delivered reliable, responsive support that protected academic continuity and enhanced the campus experience.

Dr. Sam Pack College of Business Facility Refresh A major summer renovation of the Dr. Sam Pack College of Business created significant schedule compression. Client Services worked extended hours to deploy and validate technology across all classrooms and meeting spaces. The team ensured every room was fully operational for the first day of classes, safeguarding the start of the academic term.

Opening the Health Professions Building Client Services readied the entirely new Health Professions Building by configuring technology across classrooms, labs and faculty spaces. The building opened with a modern, fully supported digital learning environment aligned with the needs of high-demand health programs.

Football Season Ticketing Support The implementation of a new digital ticketing system required real-time problem-solving at the start of football season.

Client Services and Infrastructure Services provided on-site technical support and consulted on improved workflows, enhancing both operational efficiency and the fan experience.

Launching the EECU Center Client Services partnered with Infrastructure Services to provide rapid technical support for the opening of the EECU Center.

The team ensured the facility’s digital ecosystem—including the new ticketing platform—was ready for immediate public use, supporting one of the university’s most visible new venues.

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Support Tickets: OITS Client Services

New Tickets/ In Process Tickets

Completed Tickets

2,000

1,500

1,000

1,434

Dec. 2025 1,230

1,659

Nov. 2025 1,866

Oct. 2025 1,878 1,949

1,668

Sep. 2025 1,792

Aug. 2025 1,980 1,666

Jul. 2025 729 485

Jun. 2025 555 530

May. 2025 612 761

Apr. 2025 780 972

Mar. 2025 643 1,031

Feb. 2025 786 991

Jan. 2025 764 1,109

Dec. 2024 358 643

Nov. 2024 537 958

Oct. 2024 847 847

Sep. 2024 896 823

0

Aug. 2024 934 661

500

Scaling Support to Meet Tarleton State’s Rapid Growth • The past year brought the highest IT support demand in university history. Ticket volumes surged to unprecedented levels beginning in August 2025, when new requests reached more than 2,000 in a single month—double the previous record. This elevated volume continued through the fall, with September, October and November each sustaining approximately 2,000 support requests.

• T his rapid escalation mirrors the university’s extraordinary 48.58% enrollment growth from Fall 2022 to Fall 2025, which placed significant new demands on frontline technology support. At the same time, Client Services implemented new operational standards and streamlined workflows that increased efficiency across the board.

• Despite record demand, service quality improved across key performance measures. Average Resolution Time decreased by 61%, and First Time to Contact improved by 27%, meaning students, faculty, and staff received help faster and with greater consistency.

These gains reflect a shift toward smarter, more efficient service delivery that scales with the needs of a rapidly growing institution.

• Through intentional process modernization and a commitment to operational excellence, Client Services not only absorbed historic increases in demand but also elevated the quality and consistency of support provided to the Tarleton State community.

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Instructional and Faculty Support • OITS is advancing academic technology with a strong focus on user experience and professional development.

The Instructional Technology and Audio Visual teams crafted a dedicated instructional cart video to assist faculty in confidently using classroom technology. The team also continues to provide essential technical support for Tarleton Today, ensuring a smooth start for students and faculty • Technologists are leading innovation through initiatives like Beyond the Podium, a faculty engagement program that fosters a campus community of practice for teaching and learning with technology. The program inspired the Faculty Mobility Initiative pilot in which we provided 11 faculty members with iPads and support for teaching in their classrooms. This pilot is enabling greater classroom mobility and fostering new approaches to student engagement. Led by Shani Taylor, Ashli McDonald, and Paul Quinnell, with AV support from Will Smith, the program is already showing early success in fostering pedagogical innovation and improving learning outcomes. Partnerships with Apple and T-Mobile are helping make this vision a reality.

• The Wellness Button is a student-centered initiative integrated into Canvas to make health resources more accessible. This icon serves as a direct gateway to Tarleton’s Wellness Resource Hub, providing students with quick access to essential tools for physical and mental well-being. Through the button, students can connect to the Telus Health Student Support App, explore wellness services, and find crisis hotline information—all in one convenient location. The goal of this initiative is to remove barriers to support and ensure that every student has easy, immediate access to resources that promote overall wellness and success. Designed by Samantha Orcutt.

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Client Services played a pivotal role in elevating campus events and supporting the academic journey this past year, demonstrating innovation in technology deployment and a commitment to excellence. These events play a vital role in fostering student belonging, institutional pride, and community connection—key elements of Tarleton State Forward 2030’s focus on student opportunity and success.

Signature Campus Events

Event Technology Highlights

OITS provided comprehensive technological support for major traditions and gatherings, ensuring seamless execution for:

30+ OITS SUCCESSFULLY SUPPORTED

MAJOR EVENTS SHOWCASING A LEAP FORWARD IN TECHNOLOGY USAGE

Homecoming Parade

Convocation

Silver Taps

Commencement

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Health Professions Building Grand Opening

State of the University

And More....

Ring Ceremony (5 total: 3x Fall, 2x Spring)

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• Homecoming Yell Contest • Homecoming Bonfire • T-Week • Tarleton Stampede • Last Lecture

Infrastructure Team • Infrastructure Services supports Tarleton State University’s academic, research, and administrative missions by delivering reliable, secure and scalable technology infrastructure across all campus locations.

In 2025, the team focused on sustaining core services while partnering with campus stakeholders and external vendors to support growth, modernization, and new facilities. The team is responsible for enterprise networking (LAN/WAN), structured cabling, wireless and cellular infrastructure, data center operations, Microsoft enterprise platforms, identity and access management, voice services, and technical consultation for institutional projects.

2025 Highlights • I n partnership with telecommunications providers and Athletics, supported deployment of the university’s first 5G cellular infrastructure on the Stephenville campus, beginning with high-density venues such as the Football Stadium and EECU Center.

•C ollaborated with Facilities and project teams to deliver networking and wireless infrastructure for new and renovated facilities, including the Fort Worth IPE Building, EECU Center, Parking Garage, Health Professions Building and Buffalo Wild Wings.

• Initiated implementation of Cisco WebEx Calling as part of a broader voice services modernization effort.

Performance Highlights WIRELESS

LAN/WAN

1,478

455

ACCESS POINTS

MANAGED SWITCHES

14,000

99.99%

PEAK CLIENTS DAILY

UPTIME

156.6TB

4.48 PB

MONTHLY TRAFFIC

TOTAL INTERNET TRAFFIC

MICROSOFT TEAMS

SECURITY

706,560 CHAT MESSAGES

15,142

592,760

INTRUSION ATTEMPTS PREVENTED

85M

MEETINGS

DNS THREATS BLOCKED

1.4M

20.6B

MINUTES OF AUDIO

SECURITY EVENTS MITIGATED

EMAIL

VOICE

27.5K

2,400

32.5M

10,000

ACTIVE USERS

PHONES

MESSAGES WEEKLY

CALLS WEEKLY

2,000

• Began transitioning to a new enterprise server storage platform to improve performance and longterm reliability.

Infrastructure Services continues to prioritize stability, security and collaboration, ensuring that new construction and institutional initiatives are supported by consistent, standards-based technology infrastructure.

VOICEMAIL BOXES

OFFICE 365 STORAGE

24.5M FILES STORED

Through strategic partnerships and cutting-edge technology, the Infrastructure Team continues to strengthen Tarleton State’s digital foundation, enabling mobility, security and innovation across the university.

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TRANSFORMATION REALIZATION OFFICE The Transformation Realization Office (TRO) advances Tarleton State University’s ability to move strategy into action through a strong focus on continuous improvement and thoughtful portfolio management. By examining processes, identifying opportunities for improvement and partnering with campus stakeholders, TRO helps the university work more effectively and adapt to the pace of institutional growth. This work is not only about implementing new systems, but about improving how the university operates by refining workflows, strengthening collaboration, and ensuring that technology-enabled initiatives support student success, operational effectiveness, and long-term institutional priorities.

Tarleton Today Dual Enrollment • TRO collaborated with academic and administrative teams to support the continued expansion of Tarleton Today Dual Enrollment. Together, these efforts focused on improving system capabilities and workflows to help ensure a smooth experience for high school students and to support college readiness initiatives.

Campus Safety and Student Success • Working alongside campus safety and student success partners, TRO supported the implementation of CriticalArc SafeZone to enhance emergency response and campus safety communications.

TRO also worked with campus stakeholders to advance admissions and college-readiness initiatives through K-Tech Solutions, supporting engagement with students beginning in their sophomore year of high school.

Enterprise Solutions • TRO coordinated with Financial Operations, IT and other campus partners to advance improvements in enterprise content management and digital signage.

These joint efforts helped strengthen campus-wide communication, streamline processes and promote more effective use of institutional resources.

Strategic Partnerships • L ed efforts on the Kuali, faculty hiring, Pathify, and CollegeNet projects, driving modernization in academic and administrative workflows.

• Worked with Academic Course Evaluations and Foundation/Online Giving, enhancing feedback mechanisms and donor engagement.

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TARLETON

TODAY

Student-Centric Innovations • Working closely with Housing, Student Accounts, and IT stakeholders, TRO supported the successful implementation of StarRez for housing management and provided ongoing operational support.

• TRO also helped lead the ApplyTexas upgrade, NextGen scholarships, and the introduction of Cashless Campus and e-commerce solutions, contributing to smoother, more accessible student experiences.

Financial and Operational Enhancements • In partnership with Institutional Data Analytics (IDA), TRO supported Net Tuition modeling efforts, helping strengthen shared understanding of financial dynamics and informing data-driven planning and decision-making.

OFFICE OF INSTITUTIONAL DATA AND ANALYTICS The Office of Institutional Data and Analytics (IDA) turns raw information into actionable insights that drive continuous improvement. By collecting, analyzing and interpreting institutional data, IDA empowers educators and administrators to refine teaching, strengthen curriculum, and support every student’s success. Through ethical data practices, collaboration, and a commitment to data literacy, IDA creates an environment where information fuels equity, innovation, and responsive strategies for student achievement.

Data Modernization Drives Impact at Tarleton State University • T arleton State University is advancing Tarleton State Forward 2030 priorities through a significant modernization of institutional data access and analytics. Led by the Office of Institutional Data and Analytics (IDA), the transition from the legacy Texan Facts reporting environment to Power BI strengthens the university’s capacity for evidence-based decision-making in support of student success, academic distinction and research excellence.

• Texan Facts, implemented in 2007, relied on an Oracle data warehouse and WebFocus reporting to serve up to 500 users annually and generate approximately 70,000 reports each year. While foundational to institutional reporting, the platform no longer met the scale, agility or analytical needs of a rapidly growing university. The current transition includes the conversion of more than 230 Texan Facts reports and 50 ReportCaster jobs, with a deliberate commitment to data continuity and accuracy throughout the process.

• The move to Power BI reflects a strategic shift toward modern, scalable analytics that better align with Tarleton State’s operational and academic priorities. Modernization efforts focus on updating reporting logic to reflect current university needs; consolidating redundant reports into unified, userfriendly dashboards; and expanding data sources to include systems such as Canvas, TargetX, Salesforce, and Workday.

These enhancements enable more advanced predictive and prescriptive analytics, strengthen data governance and security, and improve the reliability and timeliness of data refreshes and scheduled reporting.

• To ensure broad adoption and meaningful use of these tools, the IDA team has provided Power BI training to more than 300 faculty and staff members since August. New platform features empower users to manage their own report subscriptions, share insights with collaborators, and

Over the last 12 months, COMPLETED

246

DATA REQUESTS

26

OPEN RECORDS REQUESTS

7 SURVEYS AND

20

INSTITUTIONAL REPORTING ACTIVITIES (IPEDS, CBM, LBB, ETC)

customize delivery based on individual and departmental needs. Together, these efforts build data literacy across the institution and support a culture where timely, trustworthy information drives student-centered planning, institutional accountability, and continuous improvement.

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This dashboard provides a visual analysis of enrollment trends for Spring 2026 compared to Spring 2025. It highlights overall enrollment growth, with detailed breakdowns by student classification, gender and academic level. Key visualizations include stacked bar charts comparing total enrollment across semesters, a percentage change chart by classification, gender distribution pie charts, and a comprehensive enrollment-by-classification chart. Interactive filters allow segmentation by college, department, major, campus, term and other variables, offering a dynamic view of enrollment patterns and institutional growth.

Salesforce Enablement for Tarleton Today Dual Enrollment •S alesforce continues to play a critical role in supporting the Tarleton Today Dual Enrollment program by providing a centralized, data-driven platform that helps staff navigate the operational complexity of the program with greater clarity and efficiency. Through Salesforce, program administrators can seamlessly track and analyze key metrics such as student applications, semester credit hours (SCH), total college hours earned and enrollment trends across participating schools. This real-time visibility enables staff to move beyond manual tracking and fragmented systems, allowing for more informed decisionmaking and proactive program management.

•B y consolidating these data points into a single, accessible system, Salesforce has strengthened cross-functional collaboration and improved the accuracy and timeliness of reporting. Staff are better equipped to monitor student progression, identify growth opportunities, and respond quickly to demand, all while maintaining data integrity and compliance. Ultimately, this enhanced visibility and 10 | Tarleton State University IT Impact Report | 2025

Tarleton Today Enrollment 6,000

5,620

5,000 4,000 3,000 2,000

2,563 1,331

1,000 0

2023-2024

2024-2025

2025-2026

operational efficiency contributed directly to record-setting increases in dual enrollment participation, reinforcing the value of Salesforce as a strategic IT investment that supports student access, institutional growth and Tarleton State University’s broader enrollment goals.

SECURITY OPERATIONS CENTER Cybersecurity is a foundational responsibility for modern universities. As Tarleton State University continues to grow and expand digital services, protecting institutional systems, student records, research data and financial resources becomes increasingly critical. Threat actors target higher education through tactics such as phishing, identity misuse, ghost student fraud and emerging Al-enabled attacks.

Tarleton State’s Security Operations Center helps safeguard the university’s academic and operational Key Achievements environment while also advancing experiential learning. Through a student-led SOC model, Tarleton 7,000,000+ MALICIOUS WEB REQUESTS BLOCKED PER MONTH, State strengthens its cybersecurity posture while PREVENTING UNAUTHORIZED ACCESS AND DATA BREACHES. preparing the next generation of cybersecurity 7,000,000+ professionals through hands-on experience defending EMAILS PROCESSED MONTHLY ACROSS INBOUND, OUTBOUND AND INTERNAL COMMUNICATIONS. real-world systems.

Student-Led SOC Contributions The SOC began with one student worker in 2021 and now includes seven highly skilled student analysts: Katie Belding, Kerrigan Brown, Ashlynn Cochran, Jonah Whites, Ian Gardner, Christian Fijer, and Aiden Galloway. Under the leadership of Russel Thompson, Manager of Cybersecurity Operations, with support from the Chief Information Security Officer, Cory Shaw, these students take on responsibilities comparable to full-time employees. Their work includes: • Monitoring campus accounts and performing asset remediation • Collaborating with clients to protect university systems.

3,000,000+

PHISHING, MALWARE AND SPAM EMAILS BLOCKED PER MONTH, REDUCING RISK FROM SOCIAL ENGINEERING ATTACKS.

15,000+

SECURITY TICKETS CREATED ANNUALLY, ENSURING RAPID INCIDENT RESPONSE AND REMEDIATION.

100,000,000+

FIREWALL SECURITY EVENTS BLOCKED WEEKLY, REINFORCING NETWORK PERIMETER DEFENSES.

200+

RISK ASSESSMENTS CONDUCTED PER YEAR, PROACTIVELY IDENTIFYING VULNERABILITIES AND ENSURING COMPLIANCE.

• Gaining hands-on experience in threat identification, vulnerability analysis, and remediation.

This program not only strengthens Tarleton State’s cybersecurity posture but also provides professional development opportunities— resume reviews, mock interviews and job placement support.

Graduates have secured positions with major employers and government agencies, including the Texas Department of Information Resources, NSA and U.S. Armed Forces.

Commitment to Awareness The SOC actively promotes cybersecurity best practices during National Cybersecurity Awareness Month, emphasizing the “Core 4” habits: strong passwords, multi-factor authentication, software updates, and scam reporting.

Together, these efforts underscore Tarleton State’s commitment to protecting sensitive data, supporting research integrity and preparing the next generation of cybersecurity professionals.

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ACHIEVEMENTS University Awards Excellence Award Isaac Belcher, End User Support Specialist III Andrew Eiland, Senior Systems Integration Analyst Integrity Award Cory Shaw, Chief Information Security Officer Respect Award Matt Bouquet, Director of Infrastructure

Texan Performance Excellence Award Paul Quinnell, Instructional Technologist Westin Wells, Technical Support Specialist-Dual Enrollment Program William Smith, End User Support Specialist III Clay Nelson, Systems Administrator I Toni Floyd, Senior Database Developer Russel Thompson, Manager of Cybersecurity Operations Tim Barnes, End User Support Specialist II Randy Sims, Manager of End Point Client Services Timothy Fife, End User Support Specialist II Jake Hoon, Director Enterprise Systems (Two-time Recipient) Sherri Keene, Data Support Specialist III Andrew Eiland (Two-time Recipient)

Certifications Canvas Certified Technical Admin Isaac Belcher, End User Support Specialist III

Prosci Change Management Practitioner Marenda Horton, Manager TRO

Dell TechDirect Jonathan Grantham, AV Specialist

Prosci Change Management Practitioner Clint Jones, Project Coordinator TRO

Apple Teacher Jonathan Grantham

Project Management Professional (PMP) Clint Jones

Extron AV Associate Jonathan Grantham Shaquinnsha Hilliard, AV Specialist

Portfolio Management Professional (PfMP) Jo Ann Kern, Director TRO

Dante Level 1 Certified Shaquinnsha Hilliard Certified L.I.F.E (Leading, Investing, Fostering, Engaging) Completion Matt Meyer, Deputy CIO

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Business Relationship Manager Professional (BRMP) Jericha Hopson, BRM for Research Juniper Networks Certified Associate Junos (JNCIA-Junos) Mike Williams, Network Engineer IV Matt Schaefer, Network Engineer III

ACHIEVEMENTS Graduation Master of Science in Data Science Carlos Cruz, Data Governance Analyst

Doctor of Education Jo Ann Kern

Conference Presentation SafeZone “Securing Executive Backing for Enterprise Safety” Clint Jones

Association for Institutional Research Forum “Projecting Incoming Cohort Size & Course Enrollments via Machine Learning” Scott Cook, Chief Data Scientist Morgan Carter, IDA Assistant Vice President

Higher EDge “Texas Success Initiative Project Grant ” Clint Jones Texas Association for Institutional Research “Projecting Incoming Cohort Size & Course Enrollments via Machine Learning ” Scott Cook and Morgan Carter

Southern Association for Institutional Research “Projecting Incoming Cohort Size & Course Enrollments via Machine Learning” Scott Cook and Morgan Carter Texas Women in Higher Education “Guiding Stars” Shani Taylor, Manager of Instructional and AV Technology Support Jericha Hopson

Publications “Translating BRM Institute Principles into Practice” Jericha Hopson

“The Doctor Who Framework for BRMs” Jericha Hopson

Leadership Positions President, Texas Association for Institutional Research Morgan Carter

Texas Connection Consortium Leadership Council Sherri Keene, Data Support Specialist III Andrew Eiland

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