Author: Jamey Chapin

Hello ICIT!

As IT continues to evolve, ICIT has to adapt to the changing technology world.  To better serve our clients, we decided to restructure some of the areas within our department.

You may recall from the April Divisional Meeting we had a discussion on how we can improve workstation management. One suggestion was to hire a User Support Manager. Since then, we hired Ray Stanek. In this role Ray will provide leadership, management, and oversight to the User Support Service operations (Tier 2) within ICIT, encompassing all aspects of technical support including field technical support, desktop hardware and software and printing equipment installations, support for mobile devices, management and rollout of enterprise software, and overall workstation environment direction and management. This group will be called the Workstation Management Team, please see the organizational chart below.

 

If you have any questions regarding the Workstation Management Team, please direct them to Ray Stanek.

 NOTE – Workstation Management may continue to evolve, but we think it’s important to inform you on how the team is currently structured.  

 Thank you for your continued support!

It is with great disappointment and sadness, we announce that Ryan has decided to resign from ICIT. He has decided to work for ProHealth Care in Waukesha. His last working day will be June 7^th. Please join us in wishing him all the success in his new job.

We are evaluating various options to get us through our critical projects and tasks and will keep you posted on the progress as we figure things out. For any questions, please contact Anand Vangipuram.

We thank Ryan for his many contributions to UW-Whitewater and we wish him all the best in his future endeavors!

With the help of your feedback, a new position has been created – User Support Manager.  The User Support Manager will provide leadership, management, and oversight of the User Support Service operations, encompassing all aspects of technical support including field technical support, desktop hardware and software and printing equipment installations, support for mobile devices, management and rollout of enterprise software, and overall workstation environment direction and management. The manger will play an integral role in structuring the unit to achieve the most efficient and effective customer service model. The position will report directly to Elena.

Minimum Requirements/Qualifications:

• Applicants must possess a bachelor’s degree, preferably in a technology- related field
• A minimum of three years managerial and proven customer service experience, with an in-depth knowledge of customer service principles and practices, preferably in managing IT Support in a higher education environment
• Strong, demonstrated, written and verbal communication skills
• Demonstrated ability to guide customers through established troubleshooting procedures to identify and resolve technical problems
• Knowledge and understanding of the technical operation and uses of current Windows and Macintosh OS, networking, and office software
• Experience in understanding and documenting issues and resolutions for knowledge base articles
• Experience in discerning trends and identifying appropriate solutions
• Experience and understanding of Project Management Institute (PMI) best practices for project management and leadership
• Experience and understanding of ITIL best practices for providing IT Support
• Ability to effectively prioritize project tasks and customer requests
• Demonstrated ability to plan, organize, and follow up on projects and initiatives
• Ability to build positive business relationships with colleges and campus offices and develop effective teams

We encourage those who are interested or know someone that may be interested to go to http://www.uww.edu/employment/jobs/4236.html for a full description of the position and information on how to apply

Dear ICIT Team:

Thank you very much for the valuable feedback you provided during our last divisional meeting. You identified many opportunities for process improvement and made clear that we are in urgent need for “MORE RESOURCES”.

So this is where we will focus first:    

Most of you suggested creating a position of User Support Manager (or something along those lines).  We will be posting this position in the next week. This person will be leading the team responsible for various aspects of workstation environment. The main goals will be to make sure that:

a)      our workstation environment addresses the needs of UW-W community while aligning with industry standards and best practices,

b)      the enterprise software is rolled out timely and effectively,

c)       efforts of T1, T2 and T3 are coordinated appropriately, and

d)      our customers are served efficiently and reliably.

The other recommendation was to allocate more resources to workstation management. To that end, we will be creating a new workstation technologist position. This person will be responsible for the enterprise software deployment process (evaluation of new releases, management of patches and rollouts), quality assurance process, advance troubleshooting and other tasks associated with computer software deployment and maintenance.    

Once we are staffed, we will start working on the process improvement suggestions you made.

Thanks again for your input. Please, keep it coming, I am sure you have other ideas and suggestions to make our organization work better and to provide the best customer service we can!

 Elena

ICIT is looking for a Lead Windows System Engineer. In this position, the candidate will lead a team of senior technologists in performing advanced IS duties related to the management and support of systems software (including operating systems) and applications software. These duties include planning and needs assessment, installation, maintenance, problem resolution, security, and system monitoring. The primary emphasis of this position is to lead team leadership in the deployment, operation and support of Windows servers and related technologies for the University.

An ideal candidate would have the following qualifications:

• Demonstrated ability to design, specify, install, manage and maintain enterprise Windows server infrastructure and related services including Exchange, IIS, SQL Server and other Windows system facilities.
• Strong knowledge of configuration management tools and technologies used for automation and standardized deployment of Windows servers in a large enterprise environment.
• Strong knowledge of Active Directory and Windows Group Policy.
• Demonstrated ability to design, specify, install, manage and maintain enterprise Windows server infrastructure in a large scale environment.
• Knowledge of server and network monitoring software, including instrumentation for performance tuning, fault detection and security auditing.
• Strong knowledge of one or more scripting or development frameworks such as .Net, PowerShell, Perl, Java or Unix shell scripting, including using these scripting frameworks to interact with system APIs to automate tasks.
• Strong knowledge of server and workstation virtualization technologies such as VMware vSphere and/or Vmware View.
• Experience preparing detailed project plans and leading technical teams on complex projects.
• Excellent oral and written communication skills, including experience giving technical presentations or training.
• Ability to work effectively in a team environment.

We encourage those who are interested or know someone that may be interested to go to http://www.uww.edu/employment/jobs/IS_Technical_Service.html for a full description of the position and information on how to apply