iCIT welcomes Michael “Shelly” Allen as the new Facilities Coordinator. Allen comes to us from Cairo, Egypt where he has lived and worked for the past 12 years. Starting August 2nd, Allen will be assuming the responsibilities for overseeing project development and completion for classroom and facilities modifications across campus. His office will be located in McGraw 9 and can be reached at x5018. Please join us in welcoming Shelly to his new role in iCIT!
HP Service Manager Software Project
iCIT will be transitioning from the current Remedy Magic Service Desk Software to HP Service Manager Software within the next several months. The purpose is to streamline processes, improve communication internally and externally and to make technology more readily available to customers. HP’s Service Desk Manager 7.10 is a full lifecycle software which will allow iCIT to uniformly track all interactions, incidents, and problems while providing new functionality such as a centralized IT knowledge base and customer self-service.
The project will work on both processes as well as the implementation of the new software. Lisa Rowland is the Project Manager and will be working with each of the areas within iCIT to review current business processes and to recommend future processes based on best practices and the ITIL framework; these processes will then be implemented into the HP SM710 system to better serve each area’s needs.
The project kick-off meeting took place on July 17th. Software training and business process reviews will begin August 3rd and the training of support staff is expected to begin in early to mid November with an expected go live date of early to mid December. Phase 2 implementations will begin in Spring of 2010.
Open Position for Strategic Communications Coordinator
iCIT is now recruiting for the position of Strategic Communications Coordinator. This position facilitates comprehensive communication program, marketing strategies and external public relations activities associated with iCIT.
The position is responsible for providing strategic direction for the unit regarding communications and public relations, in line with innovative communication methods and outreach. This position is also responsible for formulating, implementing and managing the department’s channels of communication, which includes the development and maintenance of the department’s web content. The incumbent advises the CIO and iCIT management team in communications policies and strategies and works collaboratively to position and develop appropriate departmental communications practices. Additionally, this position may coordinate special events, manage customer & governance relationships, and act as the department’s public relations liaison.
The position works under general supervision and direction of the CIO.
Applications for this position will be accepted through July 27, 2009 at 4:30 p.m. The full position description is available online at http://www.uww.edu/employment/jobs/3917.html
If you know anyone who would be a good match for this position, please let them know about the opportunity.
Personnel Announcement – Jeff Lovell
Jeff Lovell has resigned his position as Strategic Communications Specialist in order to pursue new opportunities. His last day will be Thursday, August 20, which coincidentally is the last Plan-it Purple student orientation. Jeff knows there will be candy provided at the event and does not want to lose the opportunity to grab the last of the Twix minis.
Jeff will be survived by a LTE and student employee who provide excellent marketing and public relations support for the department. It is likely you will not notice Jeff’s departure because these two employees have always carried the team anyway. We wish Jeff luck and thank him for his years of dedication and commitment to excellence within iCIT. He will truly be missed.
Organizational Update
Following the 2008 IT Strategic Planning process and the departure of Lab Coordinator Ben Villanueva, iCIT recognized an opportunity to realign its organizational structure and departmental resources to better address the needs of the campus community. Beginning July 1, the Office Technology Enterprise Communications (OTEC) unit transitioned to two new units, each with a clearer focus and better defined supporting structure.
The new Customer Technology Services and Support (CTSS) unit will be responsible for providing front-line customer support to UW-W faculty, staff and students. This unit will include a new modern service desk (transitioning from the Helpdesk) and desktop support services. Kent Steinike will be responsible for managing CTSS. The new Computing Environment Group (CEG) will be responsible for identifying and providing the appropriate end-user technology tools for campus. This group will consist of the web team, technology skills advancement and training, computer acquisition, and workstation management. Mary Jo deMeza will continue to manage CEG.
This organizational change reflects iCIT’s commitment to delivering information technology products and services that meet the needs of the UW-W community and achieving the highest level of customer satisfaction. As with all major organizational changes, the IT organization anticipates this transition effort will take some time to implement fully.