Who We Are
CSS is divided into Computer Support Desk (previously named Helpdesk) and Enterprise Client Management (previously Computing Labs and Desktop management). We are composed of 42 full time employees (we currently have 2 vacant positions) and
over 40+ part time employees (work study and direct wage).
What We Do
Our Call Center is the main point of contact for IT related questions or problems. Calls are taken and “incident reports” are
generated with a ticket number, brief description of the problem, and contact information. The call is then assigned to the
appropriate team within IT. The Service Desk (SD) is an area where students, faculty, and staff can bring their technical questions relating to IT services, email, active directory accounts, wireless setups for laptops, etc. SD Staff work during new student and transfer student orientations, helping students with their accounts, which are used to log into services provided by IT.
Our computer labs are frequently updated with new equipment and software packages that meet the needs of our students. We have several labs in the Academic Services building and “boundary labs” located throughout the campus. There
are also two off-site labs, available for use in Rio Grande City and the Valley Outreach Center (VOC).
Our Services
• Software/Hardware consulting
• Spyware/Virus Support
• Wireless Network configuration (setup)
• Password (reset, change, and synchronization)
• Assistance with Software installation (UTPA site licensed software such as Microsoft Office and McAfee Antivirus)
• UTPA Account activation (necessary for email, Blackboard (WebCT), Computer Labs, and Library Databases
• 24 hour labs in the Academic Services Building Our semester hours are from Sunday 12pm to Friday at 7pm, with
Saturdays open from 8am to 6pm.
Project: M.A.S.H.
Current Projects
• Computer Replacement Program (CRP)-
IT recently purchased a new golf CSS deployed over 200 computers to fac-
cart to expand our customer ser‐
ulty and staff within three weeks.
• Inventory certification and tracking missing assets for other departments thru use
vice capabilities. During certain times of the month or special of SMS (systems management server), EPO
events such as Festiva, HESTEC, (anti-virus management software), and our
etc, our M.A.S.H. cart will visit lo‐
ticketing system to find assets
• Starting our third phase of print quota
cations on campus and allow our • Expanding our use of SMS to deploy
customers to visit with questions software and security updates per cus-
regarding our IT services. We will tomer’s requests.
• Reorganizing several teams and remodeling necessary areas.
• Reviewing Physics and Geology labs to
also be available to configure lap‐
tops for wireless access or assist with passwords. convert to IT managed labs.
THE UNIVERSITY OF TEXAS-PAN AMERICAN
M.A.S.H. Images
DIVISION OF INFORMATION TECHNOLOGY DEPARTMENT OF COMPUTER SUPPORT SERVICES (CSS) Project: Learning Studio
CSS decided that we needed to have an area for our students that would be a mixture of study areas and workspaces. We envisioned our new lab to be flexible and comfortable, while allowing our students to move the
furniture create social spaces. Our furniture will facilitate the vision of our teaching faculty by allowing us the
ability to reconfigure the lab to meet their needs.
Lounge Chair
Table
Lab Chair
Note: the lounge chairs that are used in our ASB Lobby areas, were designed by Marianella Franklin, and will be used for this project.
COMPUTER SUPPORT SERVICES MANAGEMENT TEAM
Janie Palacios, Director for Computer Support Services
Jose (Joe) E. Mendoza, Jr, Assistant Director for Computer Support Desk
Richard M. Rodriguez, Assistant Director for Enterprise Client Management
Dina Lopez, Office Supervisor, Assistant to Richard Rodriguez
Osvaldo Valdez, Computer Support Desk Manager (CSDM) for Call Center
Josh Rivas, Computer User Services Specialist III (CUSSIII) for Desktop Support
Dexi Garces, Computer User Services Specialist II (CUSSII) for Computer Repair
Computer Support Desk can be reached at::
956.381.2020 (our call center) or at ext 2020
and via email at:: helpdesk@utpa.edu. Our
Service Desk is located in the Academic
Services Building (ASB) Room 1.102
(North –West Entrance).
Scheduling Office is located in the Academic
Services Building (ASB) Room 2.162B.
They can be located via email at
aclschedule@utpa.edu or at 956.318.5343.
Lupe Gomez, Computer User Services Specialist II (CUSSII) for Service Desk
Jonathan Pena, Computer User Services Specialist II (CUSSII) for Computing Labs
Ruben Flores, Computer User Services Specialist II (CUSSII) for Computing Labs
Rashad Sierra, Computer User Services Specialist II (CUSSII) for Computing Labs
THE UNIVERSITY OF TEXAS-PAN AMERICAN