ITSS Critical Processes and Teams
We have defined four critical processes which identify what we need to do in order to effectively accomplish our mission. The first three critical processes described below relate to delivery of high-quality technology solutions to our customers. The fourth process recognizes the importance of ongoing resource management to ensure that those solutions remain available, affordable, up-to-date and effective.
- Provide the infrastructure and other facilities necessary
for effective use of technology in support of the campus mission.
- high-speed, reliable and secure network
- state-of-the-art telephone system
- centralized computing systems for communication, computation, and data management
- quality high-technology classrooms, research tools, and computing laboratories
- Provide the support services needed to empower our faculty,
staff, and students to make the most of available technology
solutions.
- help desk
- information resources
- training services
- computer repair center
- data entry
- application programming and consulting
- Provide technology leadership.
- Research emerging technologies to enable us to be proactive and innovative in a changing environment.
- Provide leadership and planning to make UMD a leading follower in the use of emerging technologies.
- Manage staff, facilities, services, and financial resources, seeking continuous improvement in all areas.
ITSS Teams
ITSS Teams provide support for our critical processes, and in some cases there are multiple teams per process. All of our teams are listed below followed by a brief statement of individual team mission and the team membership list.
- Accounting Team
- Accounts Team
- Classroom Team
- Customer Service Team
- Desktop Support Team
- Enterprise Systems Team
- Faculty Technology Team
- HelpDesk Team
- Management Team
- Phone/Network Team
- Security Team
- Student Computing Team
- Student Supervision Team
- Systems Team
- Training Team
- WorldWide Web Team
ITSS Teams - Mission and Membership
Accounting Team - (email: accteam)
Mission: Ensure responsible accounting, billing, and reporting of all ITSS funds in compliance with University fiscal policies and procedures.
Steve Patterson - sponsor
Cheryl Tillman - leader
Spring Billiar
Julie Viken
Kathy Wilson
Mission: The Accounts Team will work to improve account management issues and processes. The team strives to improve opening, updating, and closing accounts based on requests and policies. The team also reviews and recommends improvements for processes related to accounts, such as authentication, access, disk storage, and security.
Linda Deneen- sponsor
Dan Burrows- leader
Spring Billiar
Gordee Bennett
Sarah Paro
Classroom Team - (email: crteam)Mission: Ensure access to a wide variety of classroom equipment and services in support of instruction at UMD.
Jason Davis - sponsor
Sara Paro- leader
Laura Carlson
Mary Olson-Reed
Karl Oman
Bruce Reeves
Student representatives
Customer Service Team - (email: csteam)Mission: Simplify and/or combine the multiple inputs, outputs, processes and databases that are part of the way customers interact with ITSS. Work on a systems-thinking approach where all of these are considered a part of the whole. Continue planning, gathering customer and staff opinion, and generally thinking about ways that we can improve customer service.
Jason Davis - sponsor
Jason Davis - leader
Mark Shetka
Julie Viken
Debbie Wing
Sheri Pihlaja
Amanda Johnson
Matt Zagrabelny
Desktop Support Team - (email: dtteam)Mission: Improve planning and delivery of desktop support services for UMD faculty, staff and students, helping them to be successful and independent in their work with electronic information and computing applications.
Sally Bradt - sponsor
Dan Ellis- leader
Joel Ness
Wendy Caveny
Jay Knute
Rick Brill
Sarah Paro
Roger Petry
Frank Simmons
Mandie Johnson
Enterprise Systems Team - (email: esteam)Mission: Support and improve campus and department requests for information, training and reporting which use University legacy and enterprise systems as the reference for source data.
Steve Patterson - sponsor
Debbie Wing - leader
Wendy Caveny
Melissa Jokela
Julie Viken
Faculty Technology Team - (email: ftteam)Mission: Provide support for faculty, enabling them to use technology to enhance teaching, learning, and research as well as encouraging them to model effective and ethical use of technology for their students.
Linda Deneen - sponsor
Amanda Evans- leader
Sheri Pihlaja
Lisa Fitzpatrick
Spring Billiar
Gordee Bennett
Melissa Jokela
Robert Sand
Steve Patterson
Bruce Reeves
HelpDesk Team - (email: hdteam)Mission: The ITSS Help Desk is the primary contact for the information technology problem reporting and technical assistance needs of the UMD campus community. The Help Desk serves as a liaison between our customers and the ITSS technical staff, monitoring and coordinating solutions to customer needs. Help Desk staff strive to ensure customer satisfaction by providing prompt, courteous, and effective support.
Jason Davis - sponsor
Sheri Pihlaja - leader
Gordee Bennett
Sarah Paro
Student representatives
Management Team - (email: mgtteam)Mission: Effectively and efficiently plan, organize, direct, and control organizational resources in pursuit of organizational goals. Pay special attention to our most important resource, our staff members.
Linda Deneen - sponsor
Linda Deneen - leader
Dan Burrows
Jason Davis
Steve Patterson
Sally Bradt
Phone/Network Team - (email: pnteam)Mission: Provide and maintain quality telecommunications and network products and services. Provide the campus wire and fiber backbone; the technical services related to the telecommunications area; the connectivity to the telephone and computing equipment in offices, residence halls, and remote sites; and long distance phone service.
Dan Burrows - sponsor
Chuck Bosell - leader
Lynn Gilberg
Mark Shetka
Ken McMillan
Josh Richard
Matt Zagrabelny
Security Team (email: secteam)
Mission: Address the many security concerns ranging from systems, network, end user workstations, credit card processing, and forensics. Recommend and evaluate policy and procedures, establish preventative techniques, and manage incident detection and response.Linda Deneen - sponsor
Sally Bradt - leader
Tim Biles
Josh Richard
Dan Burrows
Scott Hollatz
Student Computing Team - (email: scteam)Mission: Design, implement, manage and improve ITSS funded student computing areas, which include Macintosh and Windows full access labs, and Sun, Windows and Macintosh general access computing areas. Assist in the daily management of and develop policies and procedures for these areas.
Jason Davis - sponsor
Rick Brill - leader
Gordee Bennett
Dan Ellis
Jan Miller
Joel Ness
Kyle Harriss - Library representative
Dan Filipiak- Library representative
Gail Trygstad - Library representative
Student representatives
Student Supervision Team - (email: ssteam)
Mission: Provide support for ITSS supervisors of student employees, including producing written material to clarify the roles of student employees and the policies and practices of student supervision. Promote the most efficient and equitable environment for students to provide excellent service and benefit from a great work experience.
Jason Davis - sponsor
Mary Olson-Reed - leader
Lynn Gilberg
Sarah Paro
Dan Ellis
Rick Brill
Melissa Jokela
Lisa Fitzpatrick
Cheryl Tillman
Kathy Wilson
Karl Oman
Systems Team - (email: systeam)Mission: Ensure access to computing resources for the UMD campus community. Provide an accessible and standardized set of system services by utilizing open-architecture and highly-integrated server platforms. Support distributed data bases, high-speed computing, distributed printing, and other large-scale services with high-speed access by using a variety of compute servers. Balance security and access to these systems for the UMD campus community.
Dan Burrows - sponsor (Network Group, Unix Group)
Dan Burrows - leader (Network Group, Unix Group)
Gordee Bennett
Matt Zagrabelny (Network Group, Unix Group)
Tim Biles (Novell/Windows Group)
Sally Bradt (Novell/Windows Group)
Melissa Jokela (Unix Group)
Greg Gustafson (Unix Group)
Scott Hollatz (Unix Group)
Jan Miller (Novell/Windows Group)
Josh Richard (Network Group, Unix Group)
Yanlin Yu (Novell/Windows Group)
Wendy Caveny (Novell/Windows Group)
Robert Sand (Unix Group)
Jim Luttinen - Computer Science representative
Training Team - (email: trteam)Mission: Improve planning, marketing, and delivery of technology training for faculty, staff, and students on the UMD campus.
Steve Patterson - sponsor
Amanda Evans - leader
Bruce Reeves
Rick Brill
Laura Carlson
Roger Petry
Lisa Fitzpatrick
WorldWide Web Team - (email: wwwteam)Mission: Develop, and facilitate development of accurate, well organized, and accessible technical documentation and other written information in support of ITSS and other UMD organizations.
Sally Bradt - sponsor
Mandie Johnson - leader
Andy Manteuffel
Laura Carlson
Melissa Jokela
Joel Ness
Bruce Reeves