New Embedded Support Model Brings Improved Support to Campus

OIT Support ZonesAs part of the OE2C initiative this past year, OIT has been working to increase the quality and efficiency of customer service. One method adopted was to make support staff more accessible to the University community. A new structure has been put in place by the Customer Support division that places field support and AV/Event representatives into assigned zones which include several buildings that each representative will support. These representatives will be the first point of contact for desk-side support and emergency classroom/conference room support in their respective area. They will also be cross-trained in order to assist other zones when needed for larger projects or issues.

The following individuals are currently serving in an embedded zone:

Desktop Support

  • Jesus Martinez: Umphrey Lee room 122
  • Glenn Taylor: PAB 300
  • Jim Tuley: Maguire 170
  • Paul Tubb: Maguire 170
  • Walter Hwu: Caruth 472
  • Deborah Seiter: Underwood 320
  • Brad Pittler: Underwood S302
  • Robert Burkett: 6200 N. Central Expressway 2050
  • John Blank: Prothro 208B
  • Andy Maupin: Fondren Library
  • Jawaid Hussein: Fondren Library
  • Andrea Thach: Guildhall- Plano
  • Jon Pickle: Plano
  • Richard Franks: Taos

Classroom/AV Support

  • Jim Jaeger: Prothro 208A
  • Mike Gebreselassie: Maguire 170
  • Chris Gaut: Hughes-Trigg Student Center
  • Shawn Remek: Annette Caldwell Simmons Hall
  • Winston Phan:  Underwood Law Library
  • Adam Jones: Hyer Hall

To review the zone map and the areas each individual supports, visit http://www.smu.edu/~/media/Site/OIT/AboutUs/Zone%20Layout.ashx

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Zach Peterson

Zach is an IT Training Specialist at SMU. Zach began his SMU career at the IT Help Desk in 2012 and joined the Training & Communications Team in 2015. He enjoys reading and collecting vintage and antique radio sets. He grew up in Valley View, Texas near Denton.