Client/Desktop Services 

The Client/Desktop Services team is responsible for:

• first-level user support
• client software installations and upgrades
• incident management resolution
• hardware troubleshooting and replacements
• local device troubleshooting (PC, Mac, POS device, etc.)
• desktop backups and restores
• local area network support through CIT

The team reports to Martin Moravek, Manager of Client Services. Team members are Doug Butler, Darren Dippolito, Ben Heintz, Jay Howell, Austin Laramee, Charles Simon, and Ricky Stewart.

INFRASTRUCTURE services

The Infrastructure team is responsible for:

• server administration, patch management, virtualization, and load balancing
• Platform as a Service (PaaS) offerings
• security assessment and compliance
• network administration
• disaster recovery and business continuity
• Firewall and ACL (access control list) administration.

The team reports to Jane McClellan and has a dotted-line reporting relationship to Martin Moravek. Team members are Steve Buschini

Business Applications & Development

The Business Applications & Development team is responsible for:

• applications development and software engineering
• interface and integration development and support
• custom reporting
• database administration and database performance
• third-level (back-line) user support.

The team reports to Fermin Romero.  Team members include Joseph Saponaro, Mike Schlossberg, and Phil Williammee.

IT Service management

The IT Service Management team is ultimately responsible for specific business applications and coordinates IT-related deliverables for the functional departments they support. The team includes IT Service Managers who serve as “IT partners” for functional areas. They follow established project management methodologies to provide stakeholder management services. The IT Service Managers work with functional area partners to understand requirements and work with the entire Student Services IT group to deliver specific IT solutions.

The IT Service Managers report to Don Sevey, Director, SSIT. Team members are: Veronica Aguirre, Jane McClellan, Sarah Meadows, and Tony Salerno

Business Application Services

The Business Application Services team supports end-users within and outside the organization, helping departments in the use of various types of software programs to efficiently and effectively fulfill business objectives. This includes configuring and troubleshooting applications and software for all internal customers, such as operations, development, and other business units.

These Business Application Analysts are responsible for:

• configuring software
• troubleshooting and incident/problem resolution for business applications
• design and delivery of application systems training
• systems documentation
• applications patch/upgrade support
• second-level (back-line) user support.

The Business Application Services team reports to Jane McClellan.  Team members are Phil Aubin, Diana Evans, Carol Johnson, Dave Kania, Etab Khodor, Steven Kuhns, and Alan Rose.