The Desktop Support Team: Your Local IT Support

They are the ones that rush to your office when technology issue arise. They diagnose and resolve software/hardware related incidents and support various departmental applications. The Desktop Support team provides IT support for all students, faculty, and staff. They assist with both Windows/Mac platforms and any other IT related issues the campus community may encounter.

“Our goal is to meet the needs of SMU’s community effectively and efficiently by providing first class support.”- Jesus Martinez

Continue reading The Desktop Support Team: Your Local IT Support

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