FACILITIES COMPUTING SUPPORT – WHO TO CONTACT
FACILITIES – CENTRAL & WEST CAMPUSES
Version 2
This document summarizes who to contact for computing assistance effective 8/1/11.
A.
ITS Help Desk (2-9000. M – F, 7am – 6pm) – To Report Problems or Request Assistance
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B.
Tom Undercuffler (6-8839) – To Request Applications, Services, or Equipment; General Guidance
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C.
Item
Loaner laptops
Client Accounts (2-6627)
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E.
Item
Application provisioning – review/approval to provide new applications to users; providing new applications
Computer cable locks
Departmental email account creation
Email quarantining for legal purposes
Equipment procurement – desktops, laptops, peripherals, printers, multi-function devices.
Facilities website support – updates, additions
File share provisioning – review/approval to grant permissions to shares (“Beast”)
FTP support – new account creation, feasibility analysis
General questions, guidance, and assistance
Multi-function printer device requests
New software package needs assessment, analysis, feasibility
Personnel move coordination
Security – computer physical and logical
Smartphone procurement
Status of new application requests
User off-boarding coordination (users leaving Facilities)
User on-boarding coordination (new users starting in Facilities)
Video conference equipment – repair, purchase, replacement, troubleshooting
Wall-mounted display / projector support
Donna Ferrara / Gerri Lindsay (2-6754 / 2-8407)
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D.
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Barcode printers (344 Winchester)
Equipment problems / troubleshooting – desktops, laptops, peripherals (printers, digital camera connectivity)
Facilities applications – packaged and custom (Famis, PCS, ACS, Breeze, ECAP, etc.)
File restores
Hand-held computers (power plants)
KeyPro Management System – communications problems
Microsoft Office Suite (Word, Excel, PowerPoint, Visio)
Microsoft Outlook (email)
NetID password changes
Secure network problems
Sharepoint assistance
Smartphone activation assistance & troubleshooting
Two-way radio – communications appliance/box problems
Video conference equipment – connectivity problems between the laptop and the video conference equipment
VPN setup/support – access to Yale network from outside Yale (home, hotel, etc.)
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NetID account resets (users locked out of account)
ITS Telecom (2-4700)
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Desktop phone problems
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