IT Departments Quiz

Provost (Administrative Staff)

Norma Hedin

Associate Provost of Administration and Graduate Education (Administrative Staff)

Blanton Feaster

CIO (Administrative Staff)

Scott Clark

Associate Vice President (Administrative Staff)

William Gryder

Administrative Assistant (Administrative Staff)

Makenna Bandy

Director of Student Information Systems (Enterprise Systems)

Paul Mullins

Systems Analyst II (Enterprise Systems)

Glenn Mori

Systems Analyst I (Enterprise Systems)

Destiny Vogel

Integrated Systems Specialist II (Enterprise Systems) (Both of them)

Carol Spindola

Kali New

Integrated Systems Specialist (Enterprise Systems)

Jacob Smith

What are the roles and responsibilities of the Enterprise Systems Department?

Responsible for the health and administration of student centric systems. Administers data delivery to all disparate systems the university uses to aid in student academics and in the business operation of the university.

A few systems:

Colleague/Self Service

CRM

Blackboard

Onbase

Informer

StarRez

Student life systems

Director of System Operations

Bruno Jorge

Systems Administrators

Adrian McCullough

Glenn Evans

Victor Ramirez

Roles and responsibilities of the System Administration Department

Oversees and maintains server infrastructure as well as endpoint management.

Provides leadership and Management around these:

User account changes and updates

Advanced printer support

Multi-factor authentication issues

Other server infrastructure related questions

Network Operations Associate Director

Don Johnson

Engineer I (Network Operations)

Luke Jones

Roles and responsibilities of Network Operations

Oversees and maintains the physical and logical network, network security, telephony, and cable tv infrastructure.

Provides leadership and management in:

Network port moves, adds, and changes

Network firewall security policy modifications

Wifi

Cable television

Telephone moves, adds, and changes

Dean of Online Education

Judy Yi

Learning Design and Development Manager

Dawn Hart

Graphic Designer (Online Education)

Gustavo Moran

Learning Technologies Manager (Online Education)

Silas Bijja

Learning Management System Specialist I (Online Education)

Ka’China Dobbs

Roles and responsibilities of the Online Education Department

Creation, maintenance, and professor help of online courses.

Support Center Director

Eli Delgado

Customer Service Manager (Support Center)

Alana Iverson

Phone Support Supervisor (Support Center)

Luna Alboronz

Field Technician Supervisor (Support Center)

Ashley Winnekamp

Deployment Technician Manager (Support Center)

Christopher Lemons

Deployment Technician Supervisor (Support Center)

Benjamin Orozco

Roles and responsibilities of the Support Center Department

Provides front line technology support to students, faculty, and staff. Also maintains the campus computers and classroom technology.

Support Center Student Worker Roles and Duties

Phone Support

Taking calls and making tickets

Account troubleshooting

MyDBU troubleshooting

Web browser troubleshooting

Software troubleshooting

Remoting into DBU devices (as needed)

Just a bunch of troubleshooting

Support Center Student Worker Roles and Duties

Field Technician

Going into the field on tickets

Classroom troubleshooting

Printer troubleshooting

Ethernet troubleshooting

Office moves

Event set up

E-waste items

Cover phone support as needed (backup phone support)

Support Center Student Worker Roles and Duties

Deployment Technician

Setting up various devices

Resetting various devices

Deploying new equipment

Support Center Student Worker Roles and Duties

Phone Support Team lead

Assisting in assigning tickets

Answering phone calls

Resetting authentication for students

Support Center Fulltime Roles and Duties and who are they?

Phone Support Supervisor

Alana

Ashley as backup

Assign tickets for phone supports

Reset authentications (MFA)

Train phone supports

Answer phones

Support Center Fulltime Roles and Duties and who are they?

Field Technician Supervisor

Ashley

Assign tickets for field technicians

Train field technicians

Assist in the following troubleshooting

• Classrooms

• Printers

Coordinates with event where IT assistance/equipment are needed

Answer phones

Support Center Fulltime Roles and Duties and who are they?

Customer Service Manager

Alana

Scheduling items for phone support and field technicians

Speak with upset or angry people on call

On call after hours

Updating training and documentation

Quality control

Answer phones

Support Center Fulltime Roles and Duties and who are they?

Deployment Technician Manager

Christopher

Scheduling shifts for deployment technicians

Approving timecards

Manage deployment technician projects

Updating documentation

Support Center Fulltime Roles and Duties and who are they?

Deployment Technician Supervisor

Benjamin

Scheduling new technology deployments

Assisting in new technology set up

Assisting in technology resets

Train deployment technicians

Support Center Fulltime Roles and Duties and who are they?

Support Center Director

Eli

Assists managers and supervisors in daily operations

Manages support center projects

Strategizes on bigger picture items with other directors