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 \u00a0level of Tier 2 support.\u00a0 We\u2019re pleased to announce several changes to CTSS that will help the organization drive towards this model.\u00a0<\/p>\n
Adam Hufnagel<\/strong>, currently a Tier 2 Technician, will have an expanded <\/strong>role.\u00a0 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.\u00a0 He also will continue to be responsible for hardware purchase consultation and ordering for the campus.<\/p>\n As a result of Adam\u2019s role change, we will be hiring a new Technical Support Technician to help in Tier 2 workload.\u00a0 This position was posted on Dec. 23 and we expect to start interviews the week of Jan. 17.\u00a0 The person in this new position also will assist Joe Friedel with some customer contact tasks related to desktop applications.<\/p>\n Doug Brown\u2019s role as a Tier 2 Technician will not change.\u00a0<\/p>\n To assist Adam and Doug in the Tier 2 area, Geoff Sdano<\/strong>, a\u00a0 TSC student technician since 2007, will\u00a0help with Tier 2 troubleshooting, taking his direction from Adam.\u00a0 Geoff has developed a solid background in customer service and technical skills during his time in the TSC.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n 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.\u00a0\u00a0 We\u2019re pleased to announce that Derek Milz<\/strong>, a TSC student employee, has accepted the job as the TSC Team Lead.\u00a0 Derek recently graduated from UW-Whitewater in December with a BBA degree in Information Technology.\u00a0 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. \u00a0\u00a0Derek will report to Mark Wozny, TSC Manager.<\/p>\n Completing\u00a0the CTSS team, Lisa Rowland will continue to manage implementation of HP Service Manager, including Knowledge Base and Change Management functions.\u00a0<\/p>\n If you have any questions related to the new position or role changes, please contact Kent Steinike.<\/p>\n","protected":false},"excerpt":{"rendered":" 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 \u00a0level of Tier 2 support.\u00a0 We\u2019re pleased to announce several changes to CTSS that will help the organization drive towards this model.\u00a0 Adam Hufnagel, currently a Tier 2 Technician, will … <\/p>\n