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Brad Schwoerer Joins iCIT as Platform Engineering Lead

Brad Schwoerer has joined iCIT as Platform Engineering Lead in Network Operations Center (NOC).   Brad’s first day is today, Monday, Feb. 7.

Brad brings a strong background in server and network infrastructure, as well as middleware and identity management expertise to the position.  He worked for the past six years as a Middleware Technologist for UW-Madison, concentrating on Identity and Access Management infrastructure, and serving as lead on a number of Web access projects.   Because of his substantial prior work in these areas, Brad’s first tasks will be to focus on completing the integration of UW-Whitewater’s identity management system with UW-System’s HRS project, completing an upgrade to Active Directory 2008, and completing Shibboleth federated authentication projects, all of which will capitalize on his experience.  Brad will report to Tom Jordan. 

Please join us in welcoming Brad to iCIT!

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Rob Tust Takes New Position as Classroom Technology Technician

Rob Tust, iCIT Audio/Visual Engineer, has accepted the position of Classroom Technology Technician in the iCIT Computing Environment Group (CEG).  In his new position, Rob is responsible for a multi-year project to install the audio-visual and touch panel control equipment in classrooms and instructional facilities at UW-Whitewater.  He also will participate in classroom remodeling and upgrade projects funded by grants and academic colleges, and will be responsible for maintaining ongoing operations of classroom equipment. 

Rob joined iCIT in May 2009.  His experience as Audio/Visual Engineer has allowed him to develop knowledge and technical expertise in the UW-Whitewater classroom systems that will be beneficial in his new role.  Rob will continue to report to Mary Jo deMeza. 

Please join us in wishing Rob success in his new position!

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Changes in CTSS Strengthen Tier 2 Support

At the division meeting in November, Kent Steinike, Customer Technology Services and Support (CTSS) Manager, outlined a plan to build a more comprehensive and integrated  level of Tier 2 support.  We’re pleased to announce several changes to CTSS that will help the organization drive towards this model. 

Adam Hufnagel, currently a Tier 2 Technician, will have an expanded role.  Specifically, Adam will handle Tier 2 tickets, assist in advanced troubleshooting, and assume responsibility for some of the tickets that are currently being handled by Tier 3.  He also will continue to be responsible for hardware purchase consultation and ordering for the campus.

As a result of Adam’s role change, we will be hiring a new Technical Support Technician to help in Tier 2 workload.  This position was posted on Dec. 23 and we expect to start interviews the week of Jan. 17.  The person in this new position also will assist Joe Friedel with some customer contact tasks related to desktop applications.

Doug Brown’s role as a Tier 2 Technician will not change. 

To assist Adam and Doug in the Tier 2 area, Geoff Sdano, a  TSC student technician since 2007, will help with Tier 2 troubleshooting, taking his direction from Adam.  Geoff has developed a solid background in customer service and technical skills during his time in the TSC.       

Also as part of the plan outlined at the division meeting, the Technology Support Center (TSC) Helpdesk has created a team lead/ incident coordinator role.   We’re pleased to announce that Derek Milz, a TSC student employee, has accepted the job as the TSC Team Lead.  Derek recently graduated from UW-Whitewater in December with a BBA degree in Information Technology.  In his new job, Derek will function as an incident coordinator with a primary goal of reinforcing quality assurance, including reviewing ticket quality and mentoring students in improving ticket creation, troubleshooting, and escalation process.   Derek will report to Mark Wozny, TSC Manager.

Completing the CTSS team, Lisa Rowland will continue to manage implementation of HP Service Manager, including Knowledge Base and Change Management functions. 

If you have any questions related to the new position or role changes, please contact Kent Steinike.

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Daniel Baker to Join iCIT as Web Technologist

Daniel Baker, an experienced Web developer and project leader, will join iCIT as Web Infrastructure Technologist.  Dan’s first day is Tuesday, Jan. 11. 

With more than 10 years of experience in Web development and multi-media design, Dan brings a strong blend of technical expertise and creative ability to the position.  Most recently, he served as Lead Developer for Avicom Marketing Communications, where he collaborated with a team of developers to create websites and applications for a variety of clients, as well as design and build multiple MySQL databases and the systems they support.   For the past three years, he also has worked as an instructor at the Waukesha County Technical College, teaching graphic design and Web development courses. 

As Web Infrastructure Technologist, Dan will lead the technical implementation of the Ingeniux Web Content Management System, manage enterprise Web technologies, and join the iCIT Web Team in ensuring high-quality presentation of UW-Whitewater Web content and services.  He also will serve as an advocate for the adoption of new Web technologies, such as tools for enhanced support of mobile devices.   Dan will report to Mary Jo deMeza and Barry Henrichs. 

Please join us in welcoming Dan to iCIT!

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Two iCIT Positions Posted

Two iCIT positions were posted on the UW-Whitewater job site last week and the search to fill the positions is underway.  The first is for Desktop Support Technician to provide Tier 2 support in the Customer Technology Services and Support (CTSS) area.  The second is for a Classroom Technology Technician, in the Computing Environment Group (CEG), to provide audio-visual support for classrooms. 

Desktop Support Technician (Tier 2).  This position works under the general supervision of Kent Steinike and provides advanced support to the university community in the use of workstation hardware, network printers, mobile devices, and other campus technologies.  The position will provide support to Tier 1 technicians over the phone, chat and in person.  Primary duties include diagnosing and resolving workstation problems, configuring and troubleshooting printers, mobile devices and other campus technologies while also helping customers to use office technology and productivity tools more effectively.

Classroom Technology Technician.  This position is responsible for a multi-year project to install the audio-visual and touch panel control equipment in classrooms and instructional facilities at UW-Whitewater. The person in this position will participate in upcoming classroom remodeling and upgrade projects funded by grants and the academic colleges, and will be responsible for maintaining the ongoing operation of classroom equipment. This position reports to Mary Jo deMeza.

If you have questions or would like more information, contact Kent Steinike regarding the Desktop Support position, and Mary Jo deMeza regarding the Classroom Technology position.