The ITS Lunch and Learns are fun, educational, and a great opportunity to spend quality time with fellow ITS'ers. As "hosts" Joy and I look forward to each and every one. Unfortunately, for the last L&L of this semester, neither Joy nor I were going to be able to attend. Instead of having to cancel, we asked Lauren to serve as host. (Please note, Lauren had already been the content expert for one L&L this semester.) Lauren didn't hesitate to step in! Further, she did a GREAT JOB! Lauren's can-do attitude and willingness to take on leadership roles is just one example of what makes her an exceptional member of the ITS team. Thank you, Lauren, for being so awesome!!
Joy Taylor and Susan Kehoe
Ryan quickly worked to stop the Windows 10 upgrade rollout. Then he worked feverishly to troubleshoot issues with the upgrade. The Advanced Desktop team and Support Center quickly fixed all the computers that had issues.
Bravo! for taking ownership and following through to fix customer computers in a timely fashion.
I would like to nominate Alex Seals of Desktop Support for a Caught in the Act award. Alex took the time to research and solve a technical issue that I was having with my pc, rather than taking the easy solution and recommending a reload of the operating system. Problem solving one audio issue at a time. Thank you Alex!
Back in May we moved Jamf from on Prem to the Cloud, and in doing so we switched out authentication to ADFS, which at the time only supported on landing page, which was being used for Office 365. I was ok with this since we were piggy-backing off the service.
Fast-forward a few months, Mike recently upgraded the ADFS servers to 2016, which now supports multiple landing pages and he reached out to me to ask what I would like to have on the Jamf specific landing page. I sent over the wording and the ITS long logo and Mike had it on the Dev server so quickly.... However, later in the week the Office 365 meeting happened and it was brought up that we should use gold bubbles and the black and white ITS long logo, I really didn’t have a preference, I just felt bad Mike had to do it again, but again Mike just did it super quick and it looked amazing.
I really appreciate Mike’s efforts. One for reaching out to me and letting me know that this was now possible and two for being so efficient and quick about it. It really helps differentiate the two services and may not seem like a big deal but I’ve gotten a lot of feedback that people love it! Truly we don’t use enough gold, we’re more green color users, maybe it’s because some people can’t pull off the gold look, but Mike did it very well for Jamf’s ADFS page.
Zane has saved the day several times when it comes to ITS's support of orientation activities. Most recently, the NSFP office had a time-sensitive space request that we had less than 24 hours to help resolve. Zane was easy to get a hold of and was quick to help me find a solution. Zane stepping in to help is a prime example of living the ITS values of teamwork and communication and his efforts are greatly appreciated.
I would like to nominate Carrie Stewart for giving great support during yesterday’s (Thursday Nov 15th) snow storm and University Closure. She came into the office with trying to reschedule the interview times, not just once but a couple of times, with the candidates, to complete Thursday interviews. Her efforts were outstanding! Yesterday was not an ideal situation for all involved, but we worked through the process and the interviews went off without a hitch. Thank You Carrie !!
Basil easily helped fix the problem with my computer and explained in simple language what the issue was so I could understand. He also looked up the problem after I called in so he would be prepared when I arrived. He was able to explain the issue so I could understand what was wrong rather than just fixing the problem and sending me out. He also explained what he looked up when I called about the problem so that he and I could both understand what was wrong.
I had to call the support center to get assistance to set up a contactor with 2Fa and on the VPN. Jordan was a huge help. Jordan was patient and was willing to go the extra mile to get the contractor set up. I had to try to switch back and forth between the contractor and the support center. When I asked, Jordan said I could call him back directly and the contractor could call him directly so we didn't have to repeat the problem. Jorden knew which questions to ask so we could figure out the problem. He was willing to help and never got frustrated! Jordan walked me through the changes I needed to make so we could get the contractor set up with 2Fa and then the VPN. Jordan was GREAT!
Thank you Jordan!
Chris is the best technician who has assisted me. Best Around! When he commits, he will never let you down.
Lori is so helpful when I have questions about Banner maintenance. She helps me craft more concise maintenance messages, which helps provide the ITS transparency we are striving for as One ITS. Thank you Lori for being amazing!
Brian Walther who is George Mason's University Counsel appointed by the governor was getting a new Windows 10 VM because his old iMac died. However for the VM to access the required server it needs to have a special reserved DHCP. To add extra pressure to the situation there was a consultant here to setup the specialized software.
I tried calling Mike Briggs however he was out, so I was like I'll call who I know can get the job done, Devin Bist. I called Devin, explained the situation and he was able to move the old reservation to the new VM and had it working in literally less than 2 minutes. It was amazing and Brian even made the comment "that was fast."
Seriously awesome work like this makes ITS look great and that's why I love my A Team Players! This also makes me really grateful we have awesome people in ITS like Devin.
Thank you again, Devin!
Tyra helped me understand what it means to register a device. Thank you!
Jordan went on a trouble call for instructor training and spent over an hour assisting them. He even stayed after his shift ended to make sure the customer comfortable with the equipment and understood everything before he left. The customer was very pleased with the quality of service he received from Jordan.
Andrew is excellent and patient with clients!
Larry is always quick to respond when I come to him with concerns that may be network related. He always follows through on those concerns to the end, even when they turn out to be unrelated to the network.
Recently I brought an issue to him that was significantly affecting PXE boot times. The issue could just have easily been a server issue rather than a network issue. However, knowing the adverse affect this would have on customer imaging, Larry took full ownership of this issue and continued to troubleshoot (even working late) until he found the cause and fully resolved it.
When assisting me in troubleshooting various issues over the years, he always asks pertinent questions about the symptoms and actions already taken. And then, based on my answers, offers helpful suggestions on the next possible steps while performing his own investigations independently.
Larry is always transparent with me on actions he is taking and possible causes he is investigating. This kind of openness fosters trust and understanding that I appreciate.
For several years now, Kerin Seward had designed the logo for the annual Association of Collegiate Computing Services of Virginia (ACCS) Conference. We take it for granted that she always comes up with fantastic art ideas to match our conference themes. Even our constituents take notice! Thank you Kerin for always coming through for us!
Although I am technically savvy enough to be dangerous, there is still a lot of technology I don't quite understand what it does or how it fits in the picture. Mike always takes the time to answer my questions and give me a holistic view. Together we try to assess the impact on users so I can craft more concise maintenance alerts that increase ITS transparency. Mike makes teamwork easy! Thanks for being awesome always!
I really appreciate Teresa's commitment to customer service and to her staff--especially the way she shows appreciation for her co-workers. All of ITS should be celebrating Teresa at the end of our very successful Customer Service Week, as she was the driving factor in getting this important occasion back on the schedule of events for ITS. And she rocked her Lunch & Learn presentation yesterday on the FISH! Philosophy as well. Thank you for all you do to make ITS great!
Mukarram is one of our highest users of Bomgar (our remote assistance tool), which is great that he's using our tools to resolve customer issues quickly, because I know they appreciate immediate help while they're on the phone. With him being the highest user of Bomgar, when he reports an issue I make sure to make it a priority.
Having Mukarram not only report the issue to me (when I was at the water cooler filling up my bottles like I do three times a day), but also follow up in an email with a video attachment of the problem is super helpful so we have documentation of the issue if I'm not able to reproduce the problem.
Mukarram always gives great feedback. He doesn't just say "It's not working" he always comes to me with what's not working and what he's done to try to fix the issue, which I cannot stress how much I appreciate. It shows that he made an effort to troubleshoot, that he knows what he's talking about, and I know where to pick up from where he left of in troubleshooting so that steps aren't repeated and time isn't wasted.
Again I just wanted to thank Mukarram for his every day hustle in helping the customers so hard! Seriously, he's awesome.
When I had to unexpectedly leave campus and could not attend the CaLT Director presentation on Thursday 9/13, I reached out to Cherie about 45 minutes before the session to see if it was going to be streamed. After spending her morning just getting the technology working due to a recent power outage, Cherie was able to work out a solution so I could participate remotely within 15 minutes and I was able to fully participate in the session. Just to make this clear, this wasn't a planned feature, it was a last minute request and in spite of everything else going on, Cherie was able to make it happen! And it worked without issue.
Tommy has set the standard for turning in signed EWPs and probationary evaluations. All of Tommy's new hires are on track with their EWPs and reviews. Without any reminders he has gotten this paperwork all turned in to ITS HR. Thank you Tommy for completing this necessary paperwork.
Worked with faculty member from economics department to assist with a technology space not owned and operated by our department.
Nick assisted me with changing the computer settings for all of our new Global Center rooms to solve a problem we had with our Epson touch devices and drivers. He worked very quickly and efficiently without any need for assistance.
On Thursday, May 31st - Sunday, June 3rd, Rodrigo spent over 20 hrs of overtime fixing a classroom system in Founders Hall Rm 111. Background: On Thursday, the vendor decided to get a head start and begin working in a Founders Hall classroom and completely removed the technology in that classroom. Unfortunately, the room was STILL reserved by the Registrar's Office and had a classroom scheduled in there that evening. As expected, the faculty informed the staff and immediately elevated the issue.
Rodrigo was notified and directed the vendor to stop all work and report to the room immediately. He helped the vendor to get the room up and running ASAP. As it was only one other technician, Rodrigo hung projectors by himself while the vendor worked on the rack portion. Over the next few days, Rodrigo helped with troubleshooting and they eventually were able to bring the room to an operational state before the next class.
Rodrigo is a rock star. He went OVER and beyond his expected duty. It wasn't his job to put in the extra work. In fact, many broken processes were exposed during this debacle, but his dedication to the Mason community caused him to go beyond his position responsibilities and own convenience to ensure a positive teaching and learning environment for the faculty and students. Rodrigo is a model Mason employee for sure.
Negotiations for the cost of a Leadership Fellowship had already brought down the price by over $1,600. So I figured we were out of luck when we were told about a 3% fee for use of P-cards. Enter Toni. After back and forth with the Fellowship team, Toni explained the Commonwealth's purchasing constraints and asked if the fee could be waived. Their response? "Sure!" Thank you Toni! Thank you for unfailingly acting as a University steward. Thank you for never hesitating to negotiate!
I called George Mason today and was helped by Pray Timalsina. He knew exactly how to solve my problem and it appeared he had the steps to find my solution through the George Mason website memorized. I quickly found the solution I was looking for because of him. Great job!
Karl is an exceptional person and a pleasure to work with. Impossible is not a word in his dictionary. He identified a hardware issue for me that was a "its working subpar let it just go" type of issue and resolved it for me. He took initiative when it wasn't even necessary and went above and beyond to fix the issue.
During the two weeks prior to the start of the Fall 2018 semester, our department did extra maintenance to ensure equipment is in working order. Hunter contributed to the maintenance of over 30+ classrooms in which he did much more than what was required and did so on his own accord. Hunter is an exceptional employee who continues to lead by example and we are very thankful of his efforts.
I want to recognize Cherie Galantis for her excellent customer service! There was a meeting scheduled for Innovation Hall Room 334 using WebEx. The meeting started off well with the exception that the participants in IH334 did not have a functioning microphone to be able to communicate with the other participants on WebEx. CaLT contacted VTC for us and Cherie quickly arrived and troubleshot the issue, setting up a phone bridge for our use and we were in business!! With that said, I want to also note this meeting was not on the VTC radar, but Cherie cheerfully jumped into this issue explaining everything she was doing while also working with her team to quickly resolve the issue. Thanks to Cherie and thanks to her team which assisted too! Because of your efforts the meeting was a success.
Luis is one of the best student workers I've met! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Alex has been crucial to the CVT team by being available at a moments notice to drive (finance golf cart) members of our team to other areas on campus to put out VC fires or address urgent client issues. There are times when we need to go to Merten Hall from Innovation in less than 5 minutes and Alex has been able to take us. We greatly appreciate the team player attitude.
CVT Team, Cherie, Christina, Matt and Doug
William came to help about a problem in Innovation 222. While he was not able to fix the problem (when logging on the front computer it says there are no servers available) he did explain what the likely issue was and offered use of a laptop as an alternative. He was also very helpful with getting other computers in the room to work that had not been working.
I’ve known Stephanie for a long time and always known she’s super nice, but haven’t had much of a chance to work with her since doing the Office 365 email migration when we were building troubleshooting and instructions pages.
With Jamf Cloud, we had already migrated all the data and started moving end user Mac to the cloud, however there was one piece missing…. mac.gmu.edu was still redirecting to the old on-prem instance. It may not seem like a big deal, but to the customers it really is a big deal. Having to go to an easy to remember site is a much better user experience than having to got to https://casper.gmu.edu:8443/enroll; no one is going to remember that off the top of their head.
When we had our on-prem instance this problem was easily solved with our F5 load balancer because all traffic flowed through us. Now with being in the Cloud the traffic goes to Amazon AWS, so it complicated the matter. We tried to do see if we could do it with DNS or F5, however we could only do the entire domain and not a url path which was not what we wanted. Finally I asked Stephanie Werhane out of the blue and since she’s amazing she didn’t say “Not my job” or “No” she immediately gave her thoughts and proposed solution. I was blown away. Not only did she suggest it but within hours we had a working redirect. I could not have been more happy and wanted to give her a hug…. I’m not sure she knows how much that meant to me, which is why I’m writing a Caught in the Act, because she needs to be recognized as an awesome, talented, hardworking individual.
Thank you again Stephanie. You’re awesome!
I wanted to pass along to you the great help Mukarram Shahzad provided me. He was able to resolve my problem in a timely manner. Very courteous and patient (he had to wait on me and bring it down to layman’s term tech wise).
I have not had to use the help desk often with an internal IT staff on hand, but on the rare occasion I do, it reaffirms I have not ever had a bad experience. Keep up the good job.
Director of Recreation
There was an ongoing trial our office was participating in for a different telephone system. An issue occurred that took these phones offline. Various groups were involved with troubleshooting but things didn't come together until Mike showed up. He was asked to resolve the issue and given incomplete data. Mike took the time to speak with me, get an overview situation of how we had arrived at this point and then jumped into action. He quickly assessed our environment, determined what it was going to take to migrate us to the standard VOIP phone system and worked diligently to migrate us. After being without phones for multiple days, Mike had us up and running within an hour. It was great to have him listen, understand and resolve the issue. He also followed through by checking in with each one of us the following day to insure everything was still running properly. He did have someone helping him as well and we also appreciate his help. Mike was a great example of One ITS. This for sure warrants a Caught in the Act. Mike's help and attention to detail were immensely appreciated by the ITSO!
I would like to nominate Richard and Dmitri who manage F5 load balancer for a Caught in the Act award. When we found a few students can not access new Banner CAS single signon website because their local network blocked non-regular ports, Richard and Dmitri quickly provided a solution on F5 load balancer and helped on troubleshooting. I appreciate their team work and technical skills.
Tian Hui Wang
The good folks in Arlington were trying to keep a classroom running until the summer refresh. Unfortunately, the plan was failing. Faculty were frustrated with the work arounds. Phil spent the morning assisting the Arlington staff rebuild pieces of the room. That night, faculty teaching in the room wrote Marilyn exuberantly declaring how thrilled they were with the fixes!
Thank you Phil for stepping up and stepping in and for embodying the spirit of One ITS!
Patrick arrived to provide support within minutes of my putting in the work order request - he mentioned he had been on his way back to his office following a previous call when he received my request in his queue. Instead of continuing on to his office first, he turned right around on the spot and came to assist me.
Patrick was very quick to diagnose the issue I was having and knew just what to do. He even went above and beyond by taking added time out of his busy schedule to upload the upgraded version of MS Office and ensure that each application opened and functioned properly before leaving.
Patrick listened very carefully to my "layman's" description of the issues I was experiencing with my Outlook email and was terrific at putting me at ease while also not making me feel like I didn't know what I was talking about! He has an very good nature and an incredible amount of patience, especially when fielding "dumb" questions from non-IT folks.
Patrick thoroughly explained everything he was doing and why. I honestly couldn't have been more pleased with our interaction. Not only did he resolve the issue, he was sure to follow up with me by phone the next morning to ensure I was able to boot up and everything was still operating properly before he closed the work order.
The Faculty Senate was videoconferencing their first meeting with Dr Cabrera speaking. Obviously high level. There was an issue with the content dropping every 8 seconds during the test period, remote sites only. I called LeAnn for advice, and not only did she assist but walked over to help even though they decided to live with the results. Once she got there the content had stabilized. That is going the extra mile, something LeAnn always does! Kudos to her!
I ran to the NOC during a business meeting of mine. I needed to get immediate assistance from Devin. Unfortunately Devin was elsewhere on campus but Johnny offered to help on the spot. Johnny immediately jumped in and began to help. I didn't expect him to offer, but his willingness to help is always refreshing to see, and worthy of commendation.
I first want to thank Tony for all the support he’s always given ADT.
A long time ago we were in a bad situation with Jamf on-prem not being able to upgrade to a supported version. I feel like ITSO was a huge advocate for helping people understand how important this service is.
Once we finally got momentum with migrating to Jamf Cloud Tony was instrumental in almost every task. I would explain how the service is performed and what was involved and Tony would just pick it up, I never had to explain anything twice, and he would look it up and Splunk and give me best practice as to what should be done, which I always follow. During the entire project he was a great confidant that I could go to and he could help think of solutions for tasks that needed to be done in a secure way. One particular issues that stands out is the super secure mesa/LDAP connector, which is the first of its kind ever attempted.
I always love how Tony can be so level and calm even when tensions and stress levels are rising. With Tony I know he just gets it, so I always love talking to him and highly value what he has to say.
While the project isn’t yet over, I feel so much better about the nearly completed status because of all the help he has provided along the way.
Thank you Tony!
I wanted to thank Mark Craft for all his help with the Jamf Cloud migration.
He was the authoritative source for many technical challenges related to the F5, LDAP connector, and ADFS. Mark was always very clam and explained everything very reasonable and was super available and responsive which help significantly with the project progress. I love that Mark is very approachable and easy to work with and explains things so that you can understand them. I was super grateful that Mark was on this project and feel like it would have stalled without him.
Thank you Mark,
Dear George Mason University,
I am writing to express my sincere appreciation for the first-class service that was provided to me by Owura in IT Services tech support on 30 April 2018.
My son and I, as mother of a new entering freshman this Fall semester, are both overwhelmed, stressed, and anxious with ensuring that all the items on the checklist and to dos for George Mason University are fully completed before the May 1 due date and before arriving for orientation June 18 to 19.
Owura, in IT Services, was soooo helpful in working through and explaining sites, usernames, passwords, and logging in successfully to all the sites such as MasonLive, CAS, Outlook.office365.com, Patriot web, myMason, Patriot Pass, Mason Federated Service, and Portal. We had issues logging in to Portal. Owura took the time to listen, research, and assure. He was kind, friendly, and empathetic. Our levels of stress and anxiety have been significantly reduced because of Owura's "TLC" in managing and resolving our log in issues.
Overall, kudos for the awesome interpersonal skills.
Keep up the good work in customer service.
Once again, thank you.
Elaine C. Munson
We were in the School of Dance studio in the de Laski building. CVT was setting up for a 1 pm demo when we found the network ports in the 2nd studio were dead at 12:30 pm. We called Mike and Casey to ask them to assist in a pinch.
Mike was having a less than perfect day, but he dropped his lunch and patched the port for us within minutes. He didn't have to help, but his "get it done" attitude wouldn't allow us to fail.
Casey showed up, minutes later to find the job done. However, he stayed for the demo and was integral to help CVT in explaining the technology to the rep from the Provost and School of Dance.
True Casey and Mike behavior. They are awesome.
While troubleshooting a connectivity problem with our Videoconference backbone, Devin joined a Webex meeting with me between 1130 and 2pm. With no notice whatsoever, he was able to free up time since he knew this was of high importance. Yuko also joined for 2 hours. If it was not for them joining on such short notice, I am afraid our infrastructure would still be in bad shape came Friday morning. I am super thankful they assisted so quickly and diligently on such short notice. Thanks ITS Fam!
Honestly there are not enough positive additives to describe the amazing Kerin and the beautiful work that she does….
Last week I sent Kerin an email asking her for help with the branding of Self Service for all the managed Macs since we’re going to Jamf Cloud and this new version supports branding. Kerin emailed me back with six designs that she had created, all of which looked fabulous! Although when I started plugging in the designs I realized the specs were not clear, and I had to go back to her for modifications. I felt bad that I kept asking her to change stuff, but she never complained and was crazy quick to get the modifications back to me. She was also able to give me some pointers which were externally helpful and went great with what I was trying to do.
I’m so pleased with how Self Service looks and I could not have done it without Kerin. Thank you again Kerin!
It’s a shame I don’t get to work with Mike Rothgeb more often, because he really is an awesome person to work with, and his work ethic and work that he does is beyond reproach. Mike is always very calm, but you can tell he has passion for his work.
I’ve known Mike since I started at Desktop Support in 2010 and has always been a great and helpful resource to me and this project was no exception. Mike went above and beyond and took on responsibilities that really should have been done before they got to him, but Mike did them anyway. He also served as a great confidant during the project who I could go to for advice on issues that I had not encountered. I felt like Mike was a huge advocate for us in meetings, and would always be honest and rational and was sure to set reasonable expectations for all parties involved. He would also ask the right right questions to seek understanding. I do know for this project, getting the mesa/LDAP connector and ADFS working would seem impossible without having him around.
My LCD went bad on my Mac so I couldn't see anything. We have an extra computer in the office, but it was Windows. I was having difficulty logging into MESA. Cheng advised me what to try. When I went to Whitney, she added me to one MESA container. Unfortunately, this didn't work. I called Cheng back, and we tried something else. I called back a third time because the previous thing didn't work. He got John Kettlewell involved, who was able to add me to the MESA container associated with the computer in the office. Whitney and the Support Team epitomizes ONE ITS, where everyone is willing to work together to provide a seamless customer experience with minimal disruption to work. I appreciate everyone's effort. I was up and running in no time!
When ITS needed to renew Citrix licenses, it was Toni who reached out to us.She offered to contact the vendor for a renewal quote. Toni was aware that VDI is a goal outlined in the ITS Strategic plan. Toni didn't just contact the vendor for a quote, she negotiated with them to honor the initial year of maintenance that we'd paid for. As a result of her actions, Toni saved ITS a chunk of change!
For the second year in a row, ITS was the largest team in the walk. That doesn't happen by accident. Whitney does an outstanding job of rallying the troops and encouraging folks to support this worthy cause. This year, our team particularly stood out thanks to Whitney's handmade, one-of-a-kind team shirts. WE LOOKED AMAZEBALLS!!! Thank you, Whitney, for always ensuring ITS shines!!
I would like to nominate Whitney for a fantastic job with organizing ITS Group for the 2018 Victims Run with providing the enrolled participants with ONE ITS T-Shirts. With Whitney's efforts you can see that she has a great deal of passion for the Victims events. Here efforts are very much appreciated and she got 39 of ITS folks to participate. Thanks Whitney. Great job and thanks for the T-Shirt. I am still wearing mine. ONE ITS.
On her own, Whitney took on organizing the ITS perticipaion in the 5K and, ou of her own pocket, create T-shirts for all of the employees that signed up in advance.
I've lost track of how many times Whitney has organized our team from ITS for this event. What started as an informal thing has morphed into the "expectation" that she's just going to do it. For that we in ITS are sorry, for Whitney is a victim of her own success. After leading ITS to the largest participating team last year, she had to top that this year and went above and beyond by designing and painting T-shirts for our entire team and scheduling the photographer to take a great team photo, too.
Whitney knows what it takes to be successful. She took an idea and turned it into action all on her own and really took care of her co-workers in the process. And, she did this on her own time over multiple nights after work. For that we are always grateful, and we hope we never take it for granted.
Stephanie Werhane has been a full partner with Digital Communications on the Mason Drupal CMS enterprise integration. She's a calm, guiding presence, answering a multitude of questions with patience and humor. She's our go-to when issues pop up, from the peculiarly odd, to the user error (oops, my bad), to the "Mason's home page is looking weird, and I don't know why." Her technical knowledge is always on display, but in a good way. She knows how things work, and what we need to do to make them not only work well, but to get the best result from a highly technical system. She acts with urgency when issues need to be addressed quickly, and takes the time to investigate an issue when she can. Stephanie is steady and persistent; she stays on an issue until the cause is discovered and a solution is found. She always makes a follow-up call or sends an email to make sure we're good to go. And she never makes us feel stupid for not knowing something or not understanding it the first time. Digital Communications knows we can count on her, and we'd like to see that good work recognized.
With constant moves and space allotment, we needed several office machines moved in order to provide work space for wage employees within our office space. Unfortunately the locations that were ideal to move this equipment had no nearby working data jacks. Mike was very instrumental in locating, extending and patching enough data ports and mini-hubs, in order to complete the task. This also included lending a hand in the actual moving of printer, fax machine and copiers. This action is not the normal task of an tss telecom installation technician. For this reason telecom administration staff is most grateful for the over and above customer service that Mike provided to complete our request and task. Many thanks to Mike Quigley for taking the time to talk to us about the issue we were having.
Telecom Administration staff
Jed came to the rescue of Dr Stearns for an impromptu LIVE interview with the BBC over the pond. Not sure how many people were asked for assistance but no one could jump to the task. Lo and behold realizing that "Jed can do it," we knew it was in good hands. Not only did he test with the BBC but Jed used his own phone with super camera powers to dazzle the audience at BBC wondering how such a quality camera exists on a phone. Thanks to Jed for going above and beyond once again! Kudos!
Whitney drove participation for the 2018 Victims' Rights 5k Run/Walk through awareness and gentle prodding, picked up runner/walker packages, created ITSO/Person unique teeshirts. This was for a important cause, and it built a sense of community! Thanks, Whitney!
Whitney not only organized the 'ONE ITS' group to join the Victim's Walk but she also spent her time and money to make sure we had our individualized special t-shirts to own the 'ONE ITS" motto. She made sure the group looked good and could be picked out of the crowd. That is dedication to both a cause and a team build as we were all PROUD of the work she did to make ITS stand tall. Thanks Whitney, you are the bestest!!!
Whitney has coordinated the Victims' Rights 5k Run/Walk One ITS team for multiple years. She created T-Shirts for the team and ensured that all were registered and provided the gear required to participate. The team consisted of 39 participants and was acknowledged as the largest team with a donation totaling $780 to support Mason’s Victims’ of Violence Fund.
Whitney encouraged ITS participation, prepared multiple communications to ensure that all were continually informed of updates and followed-up after to inform all of the participation and results.She also replied promptly when participants inquired for answers to unknowns.
Whitney, by herself, completely organized the One ITS Team in the 22nd Annual Victims’ Rights Run/Walk. Besides letting everyone know when and where to sign up she also made everyone on the team individualized shirts (Hand Made), organized a team photo, and picked up packet and event shirts for everyone. Because of all her hard work the ITS team was the largest of any other team on campus and helped make the event a success.
Whitney made custom t-shirts for the 2018 Victims' Rights 5k Run/Walk using her own money on her own time. She epitomizes and embodies what ONE ITS is. We already had t-shirts the race had provided us, but to build team spirit, she made us t-shirts.
Denise helped CVT (my office) fix a problem with someone else's voicemail. We had requested multiple times to have said individual (and their telecom coordinator) to correct the issue, but it kept falling through the cracks. After explaining the lengthy history of the problem to Denise, she realized that this required a different approach. She fixed a problem plaguing us for over 2 years, within 1 day. Thank you soooo much Denise. You are an asset to Telecom Admin, NET, ITS and Mason as a whole.
CVT was connecting a brown bag VC meeting in JC 311 that needed content sharing. A disaster soon struck where after 2 laptops and a non-functioning in room computer would not play with the system. In walks Joe Balducci to connect to bluejeans and save the day by sharing the presenter's powerpoint through the app. Not only that but when it lost connection, he went back in to reconnect. That is customer service with great results. Thank you Joe! Brava!!!
I love Matt's ability to jump into a situation and take action... well sometimes it's more like me dragging him into a situation. His customer service skills are amazing and I always love working with him because of his work ethic as well as his fun loving attitude.
Amber Hannush in the Provost let me know that she was having trouble with WebEx when she was hosting a meeting. When I went to her office she was able to show me that she wasn't able to log into Shibboleth on the gmu.webex page. She swore she had an account, which she did, but it was with Cisco. So I sent an email to Matt to confirm.
Matt, being amazing as he always is, received the email and didn't just say, "She doesn't have an account." He went above and beyond and filled out the WebEx account form for Amber and she had an account right then and there. I know Amber was super appreciative and that made ITS look awesome.
Amber does host quite a few meetings for large numbers of people for the Provost and will really love using the GMU WebEx because it will have a dial-in number, which Dr. Wu specifically requested so people don't have to use the app if they don't want to.
Thank you Matt!
Matt really came through today for me and I cannot thank him enough! We had a difficult situation where we had 3 training workshops happening at the same time but due to a scheduling error there were only 2 rooms. Not only did Matt offer to find a location but he found a back up when that fell through. Furthermore, he reached out the University office that could make the reservation AND left a note for the trainer in the room. This is what we are all about, teamwork! Thanks Matt!
On Friday the week before day light savings Renate found that her calendar was an hour ahead in Outlook. Every event was showing 1 hour ahead. I emailed Lisa to let her know and she was able to super quick look it up and find that it was a reported Microsoft bug.She was able to suggest using the "Day" view or "Work Week" view instead since those views did not have the 1 hour ahead problem. That work around was perfect and helped Renate significantly. She also didn't realize there was a Work Week view, which she likes better since it doesn't show Saturday and Sunday and is more concise anyway.
Typical Lisa, always being amazing.
I just wanted to thank her for helping me as well as the customer.
While waiting for class to begin in a Mason classroom, Rodrigo noticed that the instructor and a support personnel were having difficulties turning on the classroom system which began to cut into instructional time. Rodrigo spent time investigating the problem and luckily identified the issue soon thereafter. He then fixed the problem to the pleasure of his instructor, his fellow classmates, and the support personnel. They were all impressed with his knowledge and thankful that he was present in the room to resolve the problem.
Charlite and Joseph have been outstanding in their attention to the CHEM VC class in IN 131. We seem to have speakers that like to arrive late and that means that Charlite and Joseph have to wait to assist. Both techs are extremely patience and polite to the usually disheveled speaker that becomes more demanding by the minute. Of course the mac laptops don't like to play but not to worry, Charlite and Joseph work through the issues, find a resolution and make everyone happy including CVT most of all. Kudos to such a great team of employees!
Rebecca was such a rock star on this project! This was her first project leading an installation and she started this effort as if she is a professional in this area. Rebecca spent a lot of time with the Center for Academic Advising, Retention, and Transitions trying to understand their requirements for their conference room. She was patient and listened carefully. Over a series of meetings, she developed an understanding on how they were going to use the space and what "additions" might help them. She was very strategic in identifying opportunities to pull in experts if and when it was needed.
Rebecca developed such a great relationship with the customer. They could say no wrong about her or the system in which she provided them. Rebecca shared information on how to use the technology including tips and best practices. She also created an instructional guide for their continued use. She did a wonderful job!
We set a very aggressive schedule for sending a large amount of hardware to surplus. Sean and Emilio helped meet this schedule with time to spare. They provided regular updates throughout the project. This project frees up many resources and space in the DataCenter. This will allow us to provide services to internal and external customers.
Sean and Emilio worked with a small team to accomplish this task. This equipment was heavy and difficult to work with and the team handled the task seamlessly.
I would like to take this opportunity to profusely thank Owura Gyamfi. I have had my .gmu email for 21 years and it was closing. It was vital to me to save all my archives before that email address ended. Owura gave me excellent step by step instructions to make that happen and was VERY PATIENT with a person (me!) who is not particularly tech savvy. I was impressed by his knowledge, patience and willingness to work on this relatively unique assignment. He is a very valuable asset to your office and it is probably among the best IT support experiences I have had in 30+ year professional life. I had one additional question after I had archived everything and interacted with Elizabeth (didn't get her last name) and she was also VERY helpful and was able to immediately address my one outstanding question that I hadn't thought to ask in my first interaction. I was very impressed with this IT experience. Thanks very much!
To put it simply, If we asked Dave for anything, it would just get done. After every conversation with Dave, the information would be conveyed to correct people, and the work would be completed - exactly as discussed.
After fully understanding of our requirements, Dave was persistent in working with the right people to get the job done on time. Once any issues were resolved, he would inform us of the resolution and make updates to the project in Trello.
Throughout every phase of the Peterson Project (planning, preparation, deployment, etc.), Dave has taken the time to discuss in-person any issues or concerns that our group had regarding the project.
The thing that stood out to me the most throughout the project was Dave’s communication and work ethic. He always made an effort to discuss things in person to make sure nothing got lost in communication. Dave has been an invaluable team member on this project and has consistently gone above and beyond to make sure requirements and deadlines were met. On one occasion, Dave has even stayed later than usual to help me with moving equipment on a day we were short-handed. David Bellinghoven is the epitome of a dedicated, hard-working ITS employee and I look forward to working with him on future projects.
Donovan stuck with me on Dec 20 to try to handle my complicated task of trying to change my name. There are many issues connected with this seemingly simple process. I have spent months trying to figure this whole process out as an alum. He gave me much personal attention.
Donovan wrote me emails back and forth and I thought everything was set. He was patient and sympathetic! He gave me all the time I needed and stayed with me on the phone while I did as worked through the process. Unfortunately, I am still encountering glitches but he did what he could.
William Horan came up with an innovative solution to the software problem I was having with YouTube.
Joey L. Hickey
Chris helped me load the required software I needed for training. Without his help, I wouldn't have had the software loaded in time for the class. Chris also did a great job setting up the training. Thanks Chris!
Rebecca Hayward Stone
William helped me navigate through printing unformatted pdf files. I am finally able to print lecture slides the way they are meant to look. Thank you!
Keriann Cardoza of the Communications Office was looking to setup a high profile WebEx meeting. When training her to do this, we found the room in Fenwick recently had new technology installed. When it did not work properly, Chris came to our rescue, and assisted for the duration of the training. Chris did not have to help out so quickly, or stay, but his help was very appreciated. Thanks Chris!
I want to recognize Tahisha Mayfield for her excellent work in supporting myself and my staff in the project portfolio area. She recently provided me guidance on the CISCO AnyConnect project during the closeout. Tahisha took the time to go through and explain the final closeout document that required my signature. Her explanation was very helpful in increasing my understanding of why the support structure was assigned as stated within this final documentation, allowing me to be comfortable signing the document.
Tahisha’s patience, friendly personality, and professionalism makes her a pleasure to work with and is an asset to the ITS team and our customers! Thank you Tahisha!!
John H. Kettlewell, Jr.
Doreen helped me solve the problem with my wifi.
Yesterday I received an urgent email from David Moore (the Vice President and Chief Budget Officer for Office of Budget and Planning) letting me know that he had a new employee start and nothing was setup. It was a contract employee and he didn't go through the New Employee Welcome Center. I was able to take care of pretty much everything except when we got to Two Factor / Duo.
When he went to enroll it was not showing his phone number that was listed in Patriot Web. Stephanie was already aware of this issue happening and was the one who let me know that this was happening on a larger scale. So I reached out to her when I was working with the end user and she was able to create an incident right there and get it taken care of. Just having her as a resource to ask for help is amazing and I always appreciate her help and wealth of knowledge. She is pretty much in the know of all things ITS.
Thank you Stephanie!
Emily, Albert, and Andrew from the ITS Support Center provided amazing service. This is the *best* department of Mason. They went above and beyond the call of duty.
Margaret Jean Hollar
This morning’s Town Hall was being videoconferenced to a several other campuses. Events Management lacked the Apple hardware required to use their own laptop. I stopped by Steve’s office and he quickly and willingly lent it to us. Thanks for saving the day Steve!
Most recently we were copied on a reply to a clients question re: WebEx and were very impressed by the knowledgeable and thorough response from Brad.
The whole Support Center staff has been excellent in managing the questions and issues that have come in and including our team in their response so we are all in the loop. They are using the resources we provided and provide links to clients in their responses. When issues are forwarded they have sent extensive notes that are very helpful to us as we continue to troubleshoot the issue.
They have an excellent process for customer service and working with the other ITS departments that serves as an excellent example to other ITS divisions. Their responses are prompt, knowledgable, and thorough. They are a great asset and we are grateful for their attention to detail and how they embrace all of the ITS services.
Christina Frasson (On behalf of CVT)
Tyler is so kind!
I've known Mike for a while now and was on his hiring committee so I know he's an amazing person to work with, but I've never had the opportunity to write something like this until now.
We had our new employee Molly start this week and Mike came over and hooked up her phone. There was an issue with one of the Ethernet cables which usually we can fix pretty easy, however since there are cubical walls that surround the walls of our office it makes it almost impossible to activate another jack or get the jack number because the cables that were already in place aren't labeled.
For this Mike went above and beyond though. That day he installed Molly's phone just fine and was working when he left, however he came back the next day and traced all the cables in our office, labeled them AND even sent us a map of the office so we'd always have it in email. I work in the office and haven't been motivated enough to do it since my cube was working just fine. So the fact that Mike took the time to do it was really amazing. Anyway I really wanted Mike to know that I/we appreciate what he did, it really was above and beyond. Very good cartographer skills by the way.
Thanks again Mike!
-Jed & the ADT Team.
Donovan was very patient and made sure I knew exactly how to change my password!
Dennis and Tyler were so helpful, attentive, and nice -- they make getting help easy!
We had a situation with phone lines in the MEC. Approximately 85 phone lined needed to be changed to a different department billing org number. I was very busy at the time, and these phone lines needed to be changed immediately. Carolyn was kind enough to take on the task without hesitation! It took her about 2 days to finish changing all of the phone lines.
I am so grateful to work with her -- she is always ready to help out everyone.
Veronika has always been a pleasure to work with, and always goes out of her way to help out in any situation. When I was on the “Employee of the Month” committee, she made sure that every ceremony happened without a hitch! The room was always ready, presentation materials on hand and she was also the photographer. When I celebrated my own EOM event, she went out of her way to help me get the items I needed and physically help me set up the room.
As a student, right now, taking event planning classes, I see that planning events is not very eEasy. Veronika makes this job look very easy. I appreciate how she heads-up events, for the ITS, and makes them fun, while handling business, at the same time. Our last event, the Chili Cook-Off Competition, is a perfect example of how she takes the initiative to lead in the planning and the final product is always a fun, good time. Veronika is also a huge part of all of our successful, annual ITS summer picnics and our ITS holiday parties. Veronika has also assisted Toni Mehrman and I with small ITS projects, such as the Telecom/ITS employee phone listing. Helping us to identify phone lines by names and departments. She is also helpful with the supply room orders, and making sure everyone in our unit have the supplies they need.
I would Like to show my appreciation, for all she has done, by giving her the “Caught in the ACT” Award.
Mr. Benedict assisted with an ITS ticket to address an on-going monitor issue for faculty member, Julia Painter. His expertise, knowledge, initiative and overall assistance was superb, exemplary work ethic are second to none. Moreover, his continual communication allowed for smooth transition from troubleshooting to purchase.
Andrew was awesome to work with! I forwarded him an email from someone in the Office of the President and asked him if we had a Emma or something similar. He was super quick to reply and as it turns out we do and the service is owned by Communications and Marketing.
He let me know the person that was responsible for the service and copied him on his reply to speed things along. He also let me know that if I don't hear back from him to let him know so he can escalate it. This may seem trivial, but it really meant a lot to me, one because Andrew recognized that this was for the Office of the President and two that he was willing to ensure that action was taken, or in other words, he took ownership of the issue.
The person from Communications and Marketing responded in a very timely manner, but it was really nice to know Andrew had my back.
I always appreciate people like Andrew and his hard working attitude. When I'm dealing with VIPs I need a fast turn around, so his quick response and willingness to take action was amazing and made ITS look awesome.
Thank you Andrew!
I'd like to thank Adrian for his help today. I had several issues. He listened, explained in plain English...not computer-talk, and was patient while helping me.
Adrian was able to resolve all my issues.
Devin has gone above an beyond in his help with the WebEx project. He recently came over to help with our first import since launch and stayed with Matt until it was complete. He's been an invaluable resource as he always conducts research until he finds an answer for any obstacle we face. Most significantly minutes after launch we submitted a guess of how may people would request an account by 5pm. Devin guessed 72. By 5pm exactly 72 accounts were requested!!!!!!
Rahul was exceptional today in quickly taking care of 2 incidents. Both incidents were for angry customers and Rahul resolved both of their issue in a calm and patient manner.
John provided very courteous service. He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Teresa was very helpful -- with excellent and kind service! She commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Thanks for all the help Oliver -- you're truly appreciated! He asked questions to clearly understand the customers' needs, and shared information with customers to build understanding.
As the the 4-VA Assistant Director at James Madison University, we have courses that are shared with GMU through 4-VA and our students are granted Blackboard access at GMU so that they can fully participate.
We have had a few students who have had trouble this semester with access and have had to communicate with the Support Center at GMU. Today, beginning our fourth week of class, one student in Korean 101 still did not have access. After many phone calls last week, I called myself this morning to try and solve the problem. Owura answered the phone and spent 20 minutes helping us. He responded with patience and kindness and saw the problem through to a resolution, even after we had him on hold to make sure the student was able to login.
I sincerely appreciated his demeanor and willingness to help with something that has been building up for weeks and for his quick response to get it fixed. You are lucky to have Owura on staff and he has helped our JMU student tremendously. I wanted to make sure GMU Support Center was aware of the wonderful service we received today.
Thank you very much,
Assistant Director, 4-VA at JMU
GMU-TV heavily relies on a resource management software to plan its project load and oversee its operations. When the central procurement said they could no longer use this software due to issues with terms and agreements, I cried --- a lot, then had a minor heart attack, then cried some more.
But Brian and Toni were like terriers, and would not let go of the fight. They researched, and worked with the company, and combed through pages of policy trying to find a solution until they finally did! ITS is very fortunate to have such a tenacious finance team on our side!
Girish and his team associated with the Arlington Collaborative Learning Hub assisted my in my need for video recording equipment for my Arts Management Class - AMGT601 which is Introduction to Fundraising. The class is taught in 2 sections and I had a guest speaker so needed to record the lecture for one class and show the recording to the second class.
Girish Srinivasan worked with me to make sure I was able to achieve the above need. He, too, recognized that the systems would not work together since video recorded on Apple and the computer in the classroom was a Dell. He was extremely pleasant and at one point in the evening, he stated, "Don't worry Professor Kennedy, I will stay with you until this is complete and make sure it will happen for you.
Girish then worked with a student in my class that had an Apple computer and I was successful in showing the recorded lecture in the class. This was a huge success for the students since the lecture was provided by a guest lecturer and this was the only day she was available. He, too, explained to me how the equipment worked and stayed with me to make sure all worked before the lecture began. I was very impressed with him and nominate him for this award!!
Garish was very articulate in his explanation as to how the video equipment worked. He, too, was very professional and understood his role in helping me with this classroom need was important. He is an asset to the Arlington Collaborative Learning Hub and to George Mason University!
Marc Fournier, the Vice President of Auxiliary Enterprises, was having trouble with his iPad Pro sustaining a connection with MASON-SECURE. This may not seem like a big issue, but he uses OneNote to take notes in all of his interactions with leadership as well as general note taking, so when it's not working, he's not effective.
Marc showed me the issue and I was able to troubleshoot it down to either the device or the network, however I wanted to see what Net was able to see on their end. I walked in and spoke with Devin who was able to show me quite a bit as well as give me a heat map.
Once John Arnett got back to his cube, I was able to sit down with him and tell him the situation and give him the specifics. John took my issue very seriously, and even showed me what he was able to see, which was a lot of fun to learn but also extremely helpful to know for troubleshooting.
I didn’t know this at the time but while I'm talking to John he messages Habtu who shows up at John's cube and we walk over to Merten Hall 3rd floor to do a site survey right then and there. I was amazed and really appreciate the response that was taken so quickly by these guys.
I was able to send the heat map to Marc Fournier and let him know that I was working with Networking to improve coverage, since the corner offices are somewhat weak and that's where the VIPs sit. Marc was super happy that his issue was being investigated and action was being taken care of so quickly.
Again this was a huge win for ITS looking amazing to the leadership of Mason and I really appreciate my interactions with other department in ITS especially Networking. That group is mission critical and I always love working with them because they always have the right attitude.
I am sending a note of BIG thanks to Karl Wimmer for his assistance yesterday during a busy time in your office. I came to the office in Innovation Hall yesterday; it was busy and he was there to assist me - and he did a great job; very courteous and supportive. I must say that I was frustrated with Classroom Support at the time and I was upset because my Mason-issued laptop was not connecting to the HDMI cable in Lecture Hall #2 and #3. So he handled my being upset very kindly :-) thank you!
I am glad that we have such qualified, and courteous persons such as Karl.
All the best wishes,
This year ResTechs decided to set up outside to support Freshman move-in. Unfortunately, Housing did not have any tents available for us. Within hours of contacting Richard, we had access to 2 tents for our use, no questions asked! Now that's team work!
Chris went above and beyond in helping to clean up a classroom console. He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Recently, when I tried at 7:30 a.m., I realized that I could not access JAMFPro (formerly Casper) on the web. I SSHed on the server and saw that the Tomcat and mysql services were running.
I went over to to Dmitri and showed him very quickly what I had done to troubleshoot up until that point and he was immediately able to take over without missing a beat. It was amazing how fast he had it back up and working. I felt back coming to him so early on Monday morning, but again he was awesome with getting a resolution so quickly.
Dmitri let me know that a switch upgrade had caused the issue. I like that he was very upfront with me and was extremely grateful that he had it up and running so quickly. Really awesome team player.
Victor showed outstanding ownership of issues -- even though the timeframe for the work was above and beyond the normal range of time. He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Sean was recently tasked with re-configuring some of our office space to accommodate a request to move an ITS staff member on very short notice. This required Sean to finish his up current tasks and shift to moving and disposing of many existing items.
Sean worked independently and with others to complete this important task on short notice. This was really above and beyond as these tasks would have required getting office movers and several tech involved if Sean hadn't stepped up and taken responsibility.
Chad worked during off hours to implement the cut-over and decommission of the SDE system to EasyVista. This was obviously a stressful period for the entire department and Chad worked with the Support Center and the EasyVista Core Team to ensure the plans for SDE and EasyVista were successfully implemented.
Chad communicated with our team (SSG) and the Support Center and EasyVista Core Team throughout the process. All of these groups worked together to ensure the systems were decommissioned and stood up smoothly and on schedule.
We received a delivery of 9 servers at the DR site in PW March 16th. The empty boxes from that delivery were placed outside the room in the 3rd floor hallway to be disposed of, but no one ever removed them.
Richard had to perform some work at the DR site June 3rd. I had asked him to see if the boxes were still in the hallway and to let me know so I could go up and remove them myself.
He confirmed they were still there and without being asked, cleaned the boxes out the hallway so I wouldn't have to. That was an impressive and selfless act of kindness that demonstrates how Richard goes above and beyond for others and his group.
Thank you Richard!
Sam was very nice to deal with. Great customer service! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Sebastian was very patient, helpful, and informative! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
After attempting to do some basic work on my PC myself, I found my computer not booting. Mike Benedict swooped in to assist and he and Ryan crushed that problem with straight disregard. Thank you for helping me with my new computer!
Ben and Brant were really very helpful (and pleasant!). Thank you again! They commit to deliverables and delivers on commitments, identify customer problems and maintain ownership until the issue is fully resolved, ask questions to clearly understand the customers' needs, and share information with customers to build understanding.
Director, PhD Programme/Faculty, Communication
I am writing to thank you and the other Collaborative Video Technologies staff for your help last month with the dissertation defenses by Ray Clark and Leslie Bestebreurtje.
A dissertation defense is the culmination of years of hard work by the candidate and the committee. It is both a celebration of that work and a serious intellectual discussion, making it an intense combination of teaching and research and one of the most important events in the department.
The equipment in the rooms (Innovation 211 and Nguyen Engineering 1605) worked beautifully, as did the Bluejeans software. Those of us in the rooms were able to speak at a normal volume and hear the remote participants perfectly. The clear video feeds allowed us to see when the remote participant wished to interject something into the conversation, making them a full part of the experience. This was particularly important for Bestebreurtje, whose dissertation adviser is in Europe this semester.
Your work setting up the equipment and the connections thus contributed greatly to the mission of the department and the university. I am delighted with the way the defenses ran and I am grateful to everyone who made that possible.
Zachary M. Schrag
Professor and Director of MA Program in History
Cherie, you have always been highly responsive even when you needed to do it on weekends or at night. Would be great if all of our services at Mason worked on the same standard. You are super. Thanks.
Excellent work in solving the problem, Hok! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
I spent entirely too long with a client that desperately needed access to "Banner" so that she could allow her students to register for classes that evening. After trying all of my tricks, and 3 separate computers, I handed the call off to Paul. Paul fixed the problem on the first computer within 5 minutes. He explained to myself and to the client what changes he was making, and why. I am always impressed with Paul's professional and swift work.
Derrick provided superb, friendly, and fast service! We're in good hands with Derrick -- thank you! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
When we needed a new alternative of the ITS Dashboard Report to use for a meeting with senior Mason leadership, Umer was able to jump in and get the report created and implemented in hours. Not only that, but when we needed a revision to the report, I sent him a note during a meeting asking for the change, and by the time I got back go my office after the meeting, the updated version was in my inbox. His ability to keep pace with a set of requirements that are ever in flux is demonstrated by the fact that the report is on version 12 - and version 1 was created a mere 5 days ago!
Mohamed provided great help and was wonderful. He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding. Thank you so much!
Karl was very helpful and provides great care for students. He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Howard graciously, on very short notice, agreed to run the Daily Stand-up meeting when Drob called in sick and his regular back-up was in back-to-back meetings.
Howard always goes the extra mile and pitches in to get things done.
I would like to nominate Mike Rothgeb of ESM for a Caught in the Act Award. The ITS team was set to speak about 2FA at the ACCS conference on 3/17. On 3/16, the key speaker left the conference due to illness, leaving me to finalize the presentation materials. On Friday morning, about an hour before the presentation, I reached out to Mike to ask for assistance with statistics about usage of the system. Within 5 minutes, Mike had the numbers to me and I was able to get them added to the presentation. The audience appreciated the details as we had them and they sparked a lively discussion. I could not have been nearly as successful if Mike hadn't jumped right in and delivered on a last minute request immediately.
Mike recently led a difficult technical incident resolution with VMWare Technical Support. The product in question is mission critical to supporting the enterprise VMWare infrastructure. Mike did far more useful troubleshooting that vendor support and was able to eventually resolve the issue and restore full service to the system.
Mai has jumped in (again!) and provided a superb level of customer service for the never-ending SSC process. There was an issue with how international students were displaying in the category files. I opened a TT and sent over specs for revision after 5 p.m. on Friday afternoon. Mai made the requested changes and the files just migrated into PROD today. She is awesome!
Carlos recently spent several hours working with SSG and Foundation technical staff to troubleshoot and diagnose several serious and ongoing outages. Carlos was hands on for several hours across many days. Eventually all this teamwork resulted in finding root causes and successful solutions.
Carlos is very knowledgeable regarding technical issues and was able to work with SSG and Foundation technical staff to gain a comprehensive understanding of what needed to occur to solve the problems. Carlos was available for sessions at several times across multiple days in order to meet the time requirements of the customer to find the root causes of the issues. Many thanks to Carlos from SSG, thanks for the teamwork!
Brandon has recently committed to working many hours, several of those on evenings and weekends, to address needed processes for the Admissions group. This is a very high profile project and Brandon has shown a great deal of commitment, teamwork and professionalism to accomplish these difficult tasks.
Brandon has spent many hours working with the Admissions staff, administrators in the Server Support Group, security techs in the IT Security Office and others to address outstanding security issues. Brandon is very knowledgeable regarding technical issues and has excellent customer relations skills that allow him to communicate difficult technical concepts to technical and non-technical staff as needed.
Dave recently spent several hours across multiple days to diagnose and test several problems with the MESA active directory. Dave showed great dedication and technical expertise during outages that persisted across several days. Dave worked with technical staff within the ESM and the Networking group to address root cause issues.
Dave is an outstanding technical resource and was able to leverage his knowledge of our environment to aid in the troubleshooting of the problems. Dave asked probing questions of the appropriate staff to get a better understanding of the root issues. Once diagnosed Dave was dedicated to the tasks and played an important role in testing several technologies that support the entire university.
Christian was very very helpful in getting visitors from Richmond set up.
Sandy recently took on new and expanded taksing in order to assist the Admissions dept. and the Server Support Group with automated processes. These processes will exevtually assist in the automation of secure communications for critical business functions. Sandy had to take on many additional tasks and work with unfamiliar processes in order to fulfill these difficult tasks.
Chad recently stepped in during multiple communications problems to troubleshoot our enterprise backup solution problems. Chad provided valuable experience and input and assisted in the resolution of the problems. In addition, Chad volunteered to assist other Server Support Group engineers to perform backup operations for a critical TELECOM server for a pending system upgrade.
Paul did a great job troubleshooting with the tech to address some specific issues with my OWA calendar, Mac Mail sync and adding multiple calendars. He also provided helpful advice in loading calendars and setting accounts to function correctly.
It was a pleasure working with Paul! Thanks for sending him my way.
Please convey my thanks and appreciation for outstanding IT support!
Karl was very able and helpful.
Jean was instrumental in helping get the ITSO Office renovation project completed. From the get go, she provided great insight and helped step our office through the process from beginning to end. She was an advocate for what we were trying to do and help communicate that to the university office designer and implementation teams.
Not only did Jean help get the process started, but she also checked in with us daily for any help we needed. She helped planned for scheduling of the various tasks required to make the remodel happen. Along with that she even rolled up her sleeves and helped us pack up, clean and get our space ready. Once the work was completed she helped us move back in and clean things up.
Jean helped keep the process moving and communicate all of our requirements throughout the entire life cycle of the remodel. The end was result was our group getting exactly what we had envisioned.
Jean was great to work with. This project went smoother than any of anticipated and ended with the result we all hoped for. This wouldn't have been possible without Jean's efforts. We are very grateful for her help and all her efforts on this project.
Cherie Galantis and the CVT team have gone way above and beyond their normal process to make things work for very-difficult-to-schedule Wiley meetings, as well as the high-profile INTO Mason Board meeting with stakeholders on the west coast, the east coast, and the UK. Their efforts are very much noticed and appreciated by the Provost's office. Thank you. Superstar award to Cherie and her team—amazing!
Emilio had to spend several hours working with the University Foundation to troubleshoot and diagnose several serious and ongoing outages. Emilio worked with technical contacts at the Foundation and in the ITS for several hours across many days. Eventually all this teamwork resulted in finding root causes and successful solutions.
Emilio is very knowledgable regarding technical issues and was able to work with other departmental technical staff to gain a comprehensive understanding of what needed to occur to solve the problems. Emilio also kept all the necessary contacts and customers informed at each step in the process so the best information was available to everyone. Emilio also coordinated contacts among the various teams to facilitate addressing problems as they arose.
Kristen recently spent many hours working with the ITS Telecom group to facilitate a server backup and application software patching procedure. In addition Kristen was simultaneously spending many hours working to facilitate process automation and troubleshooting for the Admissions department.
Kristen spent many hours working with contacts inside the university and vendors outside the university regarding both of these vital departments. Kristen has shown how valuable her technical knowledge and dedication to her customers are throughout these projects. Kristen has had to coordinate contacts with external vendors to develop automated processes that didn't previously exist. In addition Kristen has shown what a strong team member she is by coordinating efforts between several other staffers to accomplish the end goals. Thanks Kristen!
Dave recently spent many hours troubleshooting problems with our vital enterprise backup architecture. Dave had to spend many hours across several days diagnosing this mission critical technology.
Dave worked with engineers in several areas within the ITS to address root cause issues. Dave consulted with all proper ITS technical staff as needed to understand the full scope of the problems. Dave also worked with engineers at Veritas and independently to resolve multiple problem areas.
Hok provided great information on and resolved the challenges with my laptop! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Lisa recently took on new and expanded tasking in order to assist the Admissions dept. and the Server Support Group with automated processes. These processes will eventually assist in the automation of secure communications for critical business functions. Lisa had to take on many additional tasks and work with unfamiliar processes in order to fulfill these difficult tasks.
Dmitri recently spent several hours across multiple days to diagnose and test several problems with the MESA active directory. Dmitri showed great dedication and technical expertise during outages that persisted across several days. Dmitri worked with technical staff within the ESM and the Networking group to address root cause issues.
Dmitri is an outstanding technical resource and was able to leverage his knowledge of our environment to aid in the troubleshooting of the problems. Dmitri asked probing questions of the appropriate staff to get a better understanding of the root issues. Once diagnosed Dmitri was dedicated to the tasks and played an important role in testing several technologies that support the entire university.
As a retired Mason person, I needed some special advice about my Banner account and profile. Matt went the extra mile explaining everything to me.
Jane Daly Gabbay
Please convey my thanks and appreciation for outstanding support.
Mukarram was exceptionally patience and courteous with my co-worker and I! The issue must have taken more than a half and hour to resolve! He patiently walked us through the VPN process and updating her security questions.
Hok provided great support -- thanks! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Daniel was very cordial, considerate, knowledgeable, and a great help! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding
Mike set a very aggressive schedule for replacing newly acquired server hardware that runs the Microsoft System Center Configuration Management service. The Advanced Desktop group, and several groups external to the ITS use SCCM to install important software, image and manage many computers and labs across several campuses at Mason.
Mike had to coordinate several critical steps during the upgrade process with clients inside and outside the ITS. Mike had to develop testing and reporting processes to ensure the upgrade was proceeding as planned.
Mike communicated with his customer base to develop testing and logging criteria to fully troubleshoot all issues during the upgrade. Many groups rely on this important service and Mike had to lead the efforts to get important buy-in on the upgrade schedule and process. After the upgrade was complete Mike directed testing procedures and gathered feedback on the status of the system.
Lisa is always super prompt about getting back to me when we are having issues, which really helps because the people I'm supporting are high priority. She always makes it very clear what is needed and handles so many things at once, I honestly don't know how she does it.
When I tell Lisa something or inform her of an issue she usually says she'll look into that and then moments later sends me a link to some obscure support page where this problem has existed in other areas and then works with me to help fix the issue and tells me the limitations of the system so that I can relay that to the customer, so they know what to expect.
Lisa is an amazing troubleshooter. She's always asking the perfect questions like what version, what OS, what browser, is it up-to-date, how tall are you, what did you have for lunch (just kidding with the last two). But after gathering all the information she works with Microsoft to come up with a resolution. Currently I'm working with Lisa to resolve an Outlook/account issue. It's very odd with lots of variables but she's guiding me through all of it because it is a bit stressful when things don't work like they should and it's out of my power to fix it.
Lisa always keeps in touch, she'll email, we'll IM, and even when I leave the desk and walk to the customer she's switch over and start texting me. I love how it's always so seamless and easy to get in touch with her. I know she's always crazy busy, but she always take time to explain something if I don't understand, which I really appreciate.
Hok was very helpful! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Thomas identified our problems and maintained ownership until the issue was fully resolved, and asked questions to clearly understand our needs.
Garrett (of Patriot Tech) is great! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Thank you Hok for helping to solve our computer problems? He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Hok provided me with really great help! He commits to deliverables and delivers on commitments, identifies customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customer's problems/needs/concerns, and shares information with customers to build understanding.
Thank you Hok! You always: commit to deliverables and deliver on commitments, identify customer problems and maintain ownership until the issue is fully resolved, ask questions to clearly understand the customer's problems/needs/concerns, and share information with customers to build understanding.
Center for Regional Analysis
I would like to nominate Habtu in Network Engineering Technology for coming to our rescue when there was an issue with a network jack order. He coordinated with the contractor and got the job done the very next day!
Habtu knew we needed the network jacks installed quickly, and he made it happen! We are so grateful for his help. Not only was he super helpful in this instance, but he has provided solid support to us on many other projects. Thanks Habtu!!!!
ITS Academic Strategies
Hok is super helpful to our department! He is always able to troubleshoot our issues quickly and does it with a great attitude and a smile!
Arlington Campus Library
Thanks Derrick! You commited to deliverables and delivered on commitments, identified customer problems and maintained ownership until the issue was fully resolved, asked questions to clearly understand the customer's problems/needs/concerns, and shared information with customers to build understanding.
My mouse has been slowing me down - clicking, sticking and selecting all jumbled and not responding like it used to. Juan came to the rescue and had me up and clicking in no time! Thank you Juan! You are the best mouse tamer!
By asking questions and running diagnostics, Juan was able to narrow down my issues, find a solution and help me better understand how to use my mouse to save time and stress!
Thank you Juan - we always know we can rely on you and your team to get us back up and running quickly and with a smile!
Derrick gave me the best help I ever got! He did a great job.
Sam was patient and very helpful. It caused no stress for us. He shared information with me to building my understanding. Thanks!
A few weeks ago we had a student tech at SciTech who helped me with an event on 10/6. Faraz Hoss got a room set up for a VC and his service was impeccable. He tested audio and video with me and stayed as we had challenges with connecting the remote participants both in Fairfax and on Bluejeans. He also straightened up the room so that everything would appear nicely on the screen. His awareness and concern for the details is something that is so valuable in this events/service industry.
Tom provided great customer service! Thank you!
I wanted to thank Lisa Carr for her tremendous efforts to support the Office of the Provost’s communications. At every occasion, her responsiveness, attention to detail, critical thinking and exceptional ownership of the listserv communication process for high profile messaging is incredible.
Today alone, she managed multiple last-minute requests with kindness, careful consideration and impeccable follow-through. This is consistent with every interaction we’ve had since I started a year ago, and you’ve saved our office from missteps many times!
Thank you for embodying the Mason spirit - I’m truly thankful to have you as a colleague!
Derrick is wonderful. He commits to deliverables and delivers on commitments, identified my problem and maintained ownership of it until the issue was fully resolved. He asked pertinent questions to understand what I needed. And he helped me to understand what the problem was and how to fix it. Thank you!
Brian's location is in the suite where my plotter is located. This week I tried everything I knew to do to make the plotter print. Brian's previous job was as a Desktop Support Tech. He was willing to set aside his current duties as a Systems Engineer and trouble shoot the printing troubles I was having. He was generous and helpful with using skills from his past.
He asked questions to find out what I had tried and what was happening with the plotter. he figured out the problem and I got my drawing printer.
He easily could have said call the Support Center and put in a work order and instead he took the time to help me. He was professional and did not make me feel stupid, for not being able to make it work.
Garrett is a great employee! He helped me with my tech problem.
We want to thank the team at ARL for all of the excellent customer service today providing for the above 'crazy' class session. This class was not supposed to be held today. The professor was going to go through the registrar to have it moved to Wednesday from their scheduled Thursday. Unfortunately that did not happen but she was expecting to connect to Germany, Israel and South Africa from 10:00 am -12:40 pm. Your team called CVT and we were able to make it work. Not only did ARL classroom support get the class going but they assisted CVT in moving it to FH 720 during their break due to conflicts with the room, FH 322. Then they provided a dongle for the professors laptop. We cannot thank the team enough for going that extra mile and providing the hands on quality service we know they are so good at providing.
Cherie Galantis and the CVT Team
Nicholas Anderson came in to Inn 334 to assist with a VC today, October 21. He was prompt and had everything ready to go. Unfortunately our client never showed, despite recently booking the event. Not only did he stay past the event start time, he went to check to see if they went to the room they were originally scheduled in, just in case they missed the email about the change. He went above and beyond and I very much appreciate his help.
Your tech went above and beyond today, October 24, for one of our professors. Lee Shi assisted Professor Korostelina with her laptop that could not present in our telepresence room. After several attempts he suggested a loaner that he retrieved from his office stock, brought it back up to FH 720, connected and was able to get her PowerPoint up and running all in the background while the professor conducted her class to Germany, South Africa and Israel. Excellent job!
Christian commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Avinash commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
This morning Liam Rafle spent a generous amount of time with me on the phone helping to solve a Patriot Web access problem. (I certainly hope I've got his name correctly). I've been graduated from GMU for quite a while, needed access to my unofficial transcript, and needed to reset my personal information to get into the Patriot web.
Liam was patient, intelligent, and a creative problem solver. He made a huge difference in expediting my ability to submit my VA Teaching Licensure re-application and made my day. I would like his supervisor to know that he is an exceptional employee who went out of his way to be helpful, and again, was exemplary in his support.
Give this guy a raise!!
I have been helped by Mr.Eric Tateosian since I joined GMU in February 2014 as an inaugural faculty member of Mason's new Korea campus. I wasn't familiar with Blackboard, and there was nobody on site in Korea who could teach me how to use it. It was Mr. Tateosian who found a way to guide me through the steps to set up my BB course pages. Since then, whenever I encounter problems, he has always helped me with such high level of professionalism. I came to trust that he will help me out in timely manner, even though we are based in two separate continents, and in different time zones. For example today, even though it was early Sunday morning in Fairfax, he was willing to help and figure out the solution to a tricky problem. He never fails to impress me! I'd never know how to express properly my deep appreciation for his generosity and wonderful professionalism. Thank you, Mr. Tateosian!
Hyun Young Cho
Tsinwah is extremely efficient in providing service around ongoing change requests from ITSO for the Symantec Endpoint Client download website antivirus.gmu.edu. In the past year there have been over a half dozen new client releases, for each of the 6 different feature sets offered, needing to be updated to the website and she always responds promptly with a timeframe for completion and uses best-practices to test the files are properly uploaded and working while also considering the availability of the website.
Tsinwah has been vital in ITSO's efforts to revamp the antivirus.gmu.edu site by not only assisting with updating the verbiage, classifications, and navigation experience for end users but also for providing feedback such as recommendations as well as considerations of unforeseen challenges. She always validates clients ITSO uploads and makes sure there are no issues with the new uploads when reconciling file size and naming against the existing to-be-replaced clients.
Tsinwah also goes beyond such as when ITSO started tracking download statistics around which Symantec clients are being downloaded including when and how many times but she also follows up to better understand what meaning we are trying to drive out of these metrics and lets us know of additional statistics she can pull from the website such as who is downloading the client(s) to ensure client downloads are reaching their target user groups.
Tsinwah has been instrumental in providing the IT Security Office with not only an understanding of her role in the antivirus.gmu.edu website's administration but the holistic view of the dependencies for her and other teams when making revisions to this service. She has been an amazing asset and teammate of the IT Security Office and working with her is a great experience every single time!
Went above and beyond -- owned network issues that arose with room refreshes for LSD's systems during the week of June 19, 2016.
More than once when something in a web page is incorrect (or unfindable) Stephanie gets it fixed quickly! She commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
My first week on campus as a new adjunct professor was last week. For some reason, I was able to login to email, Blackboard, and Patriot Web from my phone and personal computer, but the computers in an adjunct office and my classroom couldn't log me in. I showed up at the IT office and we had the same problems with the computers there on-site.
I wanted to make sure that whoever runs IT support knows how much Liam Rafle helped me when he problem solved the issue with me. It wasn't easy and he stuck with it and solved the problem. So this email is a public thank you for his work!
Keep up the good work!
Julia Zoe Beckerman
Stephanie was not originally assigned to the 2FA project team but when we found ourselves in need of help building the website, she stepped up and saved the day. Not once did she say she was too busy or complain about the extra work, but instead worked diligently and fully committed to ensuring we met deadlines and provided exceptional support. Without her, we never would have accomplished what we did with the rollout.
Stephanie's knowledge and ability to anticipate customers' needs is uncanny. She's definitely someone you want on your team and makes ITS better by being here. I can't thank her enough for her support, hard work, and time this summer and always.
I'd like to nominate Lisa at the IT Services for a Caught in the Act award. During my first week in the IT Security office, I realized that my name was switched in many systems. As I did not have access to our ticketing system, everyone in my team suggested that I reach out to Lisa, guaranteeing that she will help.
Though I had an intuition of the root cause of the problem from years ago while being the student, I forgot to mention it in the note to her. Lisa not only identified the problem and explained it clearly, she also updated my name in all the systems including LDAP, AD, mason.gmu.edu, and MasonLive; displaying deep technical knowledge of our systems.
Lisa's work not only helped clear up confusions as I get introduced to my peers, but also empowered me with the vision of ITS through example.
I would like to nominate Cherie Galantis and the collaborative video technologies team for a Caught in the Act award. We had an application training session scheduled with a vendor who was coming on site, and we needed to record the session so participants could review the material and participants who could not attend the session in person could still obtain the training. Due to an unusual set of circumstances, the training dates were revised four times in the week prior to the training. In the midst of the multiple reschedules, I missed the boat in syncing up with Cherie's team on the final training schedule. On the morning of the first session, I sent an email to Cherie, explained the situation and asked if there was any way her team could support the recording request. In a matter of minutes I received a response and in no time, Cherie and her team were able to provide the support. I would like to express my appreciation for Cherie and her team going the extra mile.
Mai Tran was assigned to develop 16 processes which extract data from Banner and transmit it to a 3rd-party vendor within a very short timeframe. The extracts are complex and must be formatted in a particular manner. This was for a high-profile Academic Advising project. Mai was attentive to the deadlines and responsive to changing requirements. An example is that very close to implementation, we learned that 2 new files were required. She developed them within a day. We were able to meet the implementation deadline thanks to her dedication.
During the development stage, Mai asked thoughtful questions about the various processes and made suggestions for how to execute them more efficiently. We hit a few cases where the jobs were running quite slowly but retrieving millions of records. She pursued the issues and worked with the DBAs to identify places for improvement. She got all done within deadlines.
Mai was able to resolve the handful of problems which arose during creation of 18 processes (with the 2 new ones). She maintained close communication with me throughout the development lifecycle. She truly took the time to understand the issues and desired outcomes.
Mai maintained excellent communication with me during the development lifecycle. She was quick with questions and responses depending on the particular circumstance.
Rob Hopke was assigned to revise 14 processes which extract data from Banner and transmit it to a 3rd-party vendor within a very short timeframe. The extracts are complex and must be formatted in a particular manner. This was for a high-profile Academic Advising project. Rob was attentive to the deadlines and responsive to changing requirements. After we were given tentative approval of the files, we learned that the headers needed to be included even though they were not in previous versions. Rob made the changes within a day and the files were accepted (again).
Rob asked a few clarification questions about the processes to be sure that he understood the requirements upfront so as to make his portion of the project as efficient as possible. He maintained good communication with me throughout the development lifecycle.
Rob was responsive and attentive in communication with me during the project. We could not have met deadlines without his dedication to quality.
After losing access to all of my Mason-related items (Blackboard Learn, my Patriot account -- everything), Cheng helped me to reset everything! He's an outstanding employee, and he should be commended for his work!
Dr. Jack Kitaeff
Super job on orientation -- you all went above and beyond! Thanks so much.
I would like to nominate Chris Tilley at the support center and Brenda for a Caught in the Act award. I have been working on this project for along time with their patient support. I thought I was finished with it but discovered my documents were not rotating correctly! Chris and Brenda quickly proceeded to apply the proper applications so that we could painstakingly again upload the documents and the project is complete! Thanks!
They kept at the problem until we could come up with a solution!
Brenda and Chris are very good at asking me questions at a level of understanding so I can get it! Great skill to have!
I must have returned to them with the same request over and over throughout the project and slowly I began to understand how to complete the project.
Lauren was a huge help in the guest network access project and made it so easy to ensure all of the proper communications went out. The changes made were complicated and she made an awesome plan to ensure all the right people were aware and overall help made the project a success. Thanks Lauren!
Mike keeps his managers and team members updated on all tasks and commits to a delivery timetable. Even while researching a difficult topic Mike provides reliable estimates for delivering a solution and always meets his commitment.
Mike communicates with other staff and team members constantly on support issues and leads on researching solutions and testing. Mike takes charge of the issue and provides timely updates until resolution is reached. Mike then provides full follow-up information for all of his contacts, managers and team members.
Several staff members both inside and outside ITS would attest that Mike discusses the issue in question to fully understand the situation. Mike works diligently with all contacts to fully flesh out a support issue and does all necessary testing to ensure the problems are fully understood and everyone is working towards the best solution.
Mike is very effective at communicating his thoughts on problem solving. Mike involves his contacts in the problem-solving in his test environment and displays his proposed solution in a visual format in most cases. Mike is very effective at communicating his thoughts to his customers and works collaboratively to solve the problem issue.
Stephaine was a key and crucial player in getting the guest network access project accomplished. She brought important insight and feedback to our meetings and as always was awesome to work with. Thanks Stephanie!!
I would like to nominate William Dickson at STAR Lab for a Caught in the Act Award. It was 4:15pm and everybody else in the Lab was occupied with other small tasks when we got a call from CLUB notifying us a customer was coming in. William took responsibility with no hesitation and jumped to help this customer when she came in. She was not necessarily very technologically fluent. What she wanted to do in STAR was not a hard task, but it definitely required some patience to work with this customer.
William is always very understanding when it comes to customers. Above, I explained one incident but being helpful and providing service to all our customers has been his priority all along. He always puts customer service above all. He patiently works with problematic customers to the point where no one around can even understand that it was a problematic customer. On this particular incident he sat down with the customer and walked them through all they needed to do, multiple times.
William didn't leave the customer's side until she was completely done. Most people find it effective to just tell the customers what they need to do, but not William. He immediately understood that this particular customer was in need of a lot of help, and she was even scared to push a button in concerns of "breaking" something. Therefore, Will stood there as he told her each and every step she needed to take over and over again.
Pijus did an awesome job helping me out, and was super friendly. 5/5 stars!
This is my first time working with Dmitri, and it's been amazing. He promises only what he intends to deliver and he delivers it fast. I had a lot of questions and what ifs but he answered everything very patiently and took time to explain it so that I understood and didn't talk down to me.
Dmitri went way above and beyond helping me get CasperL up and working. He was with me on a WebEx call with our vendor for over an hour and he was the one that troubleshooted the issue to resolution.
Dmitri is crazy smart. He makes sure he understands the situation and then is able to explain why it's not working as it should.
We were working in terminal and I didn't have a firm grasp on some of the commands we were running, but Dmitri was really great in walking me through it step by step which was a really great learning experience for me.
Dave recently provided support to another engineer throughout the night and early morning to ensure the customer would not be down when business hours began the next morning.
Dave communicated with another engineer to understand the issues and stayed on the job until it was complete and verified working.
There was much sharing of information and technical details throughout the night to gather the needed information for proper testing. Several communications were shared within our team to get the application functional again.
Dave communicated throughout the night with engineers with the specific goal of repairing the application so that customers would not have a service interruption.
Kristen stepped in and led on the completion of the very high profile Parking Services upgrade project. Kristen had to devote a very large amount of time to this project on very short notice. The university was committed to meeting a strict timeline and thanks to Kristen's dedication and professionalism the timeline was met. Kristen also maintained her full regular workload in addition to stepping in to the Parking Services project at the last minute.
Kristen had to work with an unfamiliar vendor on technology that was new to her, Parking Services and, in many ways, the vendor themselves. There were several technical problems to overcome but Kristen consistently met the challenge. Kristen worked seamlessly with several people inside and outside the university to accomplish these difficult tasks.
Kristen had to work with Parking Services staff to become familiar with the project parameters and the hardware and software that was being upgraded. She also worked with ITSO to overcome several difficult technical barriers. Kristen also worked with NET to solve important problems when communications between systems were not working. Finally Kristen was in constant communication with the vendor to resolve issues as they arose.
Kristen worked very hard to communicate all the remaining issues with the customer, the vendor and all entities within ITS. There were many difficult technical issues to overcome and all the ITS teams worked well together because Kristen worked so hard to keep everyone updated and involved. Kristen also kept up her usual high level of work to keep all of her regular customers' needs satisfied. Kristen is the consummate professional and a very valuable asset for SSG and GMU!
We needed to install a new version of office in 10 computers we had. It turned out this is not a simple task at all because of new licensing issues. We had to become part of MESA and to do that we needed an enterprise version of windows. Steve took the initiative, set a meeting to discuss our needs. They provided us with several samples of preconfigured windows versions until we found the required configuration. Finally, his team upgraded all our computers to a new version of windows and office. This was a task we had never imagined it will be so difficult.
Eric is absolutely AWESOME and has helped me many times always in the most professional and courteous fashion, always very promptly and he is a walking Encyclopedia! If sth new happens, he quickly figures out how to deal with it and provides extremely clear instructions/advice. Just over this summer session and preparing for it (so about last 3 weeks) he's helped me half a dozen times. having this kind of backup makes my job a lot easier, in fact, I'd be lost without his help. Over the course of past 2 years Eric has taught me enormous amount of stuff, but I work a lot with Blackboard and Respondus often in unorthodox ways, so things still pop up and he's always good with advice on how to best fix sth or do sth. As I wrote in a previous survey, he literally worth his weight in gold!!!!! Please give him a raise!!!!! He's totally fantastic, and fabulous, and amazing, and I'm running out of ways to properly express my appreciation and gratitude for everything he's done for me and for the quick turnover. ERIC TOTALLY ROCKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Kristen recently provided support to another engineer throughout the night and early morning to ensure the customer would not be down when business hours began the next morning.
Kristen communicated with another engineer to understand the issues and stayed on the job until it was complete and verified working.
There was much sharing of information and technical details throughout the night to gather the needed information for proper testing. Several communications were shared within our team to get the application functional again.
Kristen communicated throughout the night with engineers with the specific goal of repairing the application so that customers would not have a service interruption.
Eric is awesome! He's my blackboard guru and I'd be totally lost without his help. I use Blackboard a lot in ways it was perhaps not meant to be used and that involves a lot of experimentation. Eric has helped me with all sorts of issues, he is always courteous, prompt and works hard to resolve problems as quickly as possible. He can think out of the box and make suggestions how to best approach whatever it is that I'm designing. He's made himself available to help and advise me at the CLUB, by mail/internet and by phone on numerous occasions. In fact, I just made appointment with him for next week to seek his advice on some items for my session A DE classes. That guy is worth his weight in gold -- give him a raise!
I wanted to let you know that a select few of your staff members go above and beyond the service repair needs and demands of student alike myself unfamiliar with technology.
I had the great pleasure of using your location in Innovation hall several times and I can assure you that I look forward to going when I can. Besides the waiting time during busy hours of the semester, every time I see family faces I feel like a friend, and even family at times. My issues are taken care of and due to my high level of curiosity all of my questions related and non related to my issue are addressed with patience, terminology I can understand, and with the highest sense of care: where my questions are not regarded as silly or dumb even though they might be to your knowledgeable staff.
I also had the great pleasure to meet with two members at the Johnson Center during your Wi-fi help hours. I found two individuals in particular whose initiative and commitment to helping me become a more technologically conscious student became their main duty. They changed my whole attitude about dealing with the frustration of being patient with technology. They helped me fix and understand my main issue, which at the time was connection to wifi faster, and they pointed other possible arising issues with my computer and system, plus offered me solutions to the source of my main issue and other related as well as non related but possible frustrations in the future that could impact my work. I felt like a friend, a best friend to be honest. Your staff members were professional, polite, and really seems to care about my current issues and future needs. Before this incident I had a hard time relating to any of your highly qualified and knowledgable staff, but that day and every day I need their help whether it's in person or over the phone I know that they can relate to me: a student at the end of her wits when it comes to anything with technology- until I'm reminded by y
I would like to nominate two network engineers Larry Marca and Larry Song for a Caught in the Act award. They worked with dba, developer, system engineers on troubleshooting a critical mystery issue of Blackboard Grading, they were very patient on monitoring network packages condition, finally we were able to pinpoint the issue back to the blackboard host who solved that eventually. Thanks to both Larrys for great support.
Tian Hui Wang
Connor was extremely knowledgable and very professional. he solved a very complex problem and I appreciate his ability to think through the issue and resolve it. Great service!
B. McKenzie Rachlin
Alex received my concern about a change in behavior for a form/workflow that is part of my standard process. He looked at the data, tested it, and identified the potential issue. Rather than giving me the information and directing me to the person responsible, he took ownership and worked with them directly to resolve the entire problem. He even did a confirmation test on the other end.
Alex took the time to go over what our experience was, and fully explained the issues on his end. Before we were done communicating, he had a complete understanding of the problem.
He made sure i fully understood the entire process and problem, and that I was satisfied with the results.
Kristen went above and beyond in helping the GMU Athletics ticket office in their move to the hosted solution and PCI compliance.
She commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Pijus helped me figure out a serious email issue. I really appreciate the help!
I would like to nominate Anthony Wilson from Telecom Admin for a Caught in the Act award. My director needed to be on a very important phone call and after testing out our polycom, I noticed I wasn't able to conference anyone in and it was 1:49pm and the call was at 2:30pm. I called over to Telecom and Anthony answered the call and was able to identify the problem immediately and 10 minutes later I had one of the techs in my office letting me know that Anthony has fixed the problem and if I could test it. What made this experience even better was a call back from Anthony letting me know he had found another polycom we owned with the same issue and that he has entered a ticket for that phone as well. I appreciated his proactive attitude.
Not only did Anthony fix the problem but he also explained to me what was wrong and if we experience any future issues, I will be able to explain it to someone else. Thank you Anthony for the information and quick response!
Donovan gets an A+!
He helped me to connect to Mason and made needed updates. He's awesome!
Zack is great! He commits to deliverables and delivers on commitments, identified customer problems and maintains ownership until the issue is fully resolved, asks questions to clearly understand the customers' needs, and shares information with customers to build understanding.
Donovan quickly and efficiently resolved my problem!
College of Science
Robert helped tremendously with changing my email. He made it easy!
I was up in Merten Hall trying to activate a jack for Janette Muir and the jack that I activated was sending packets but wasn't receiving packets. So I called Networking... As a side note: any time I call 3-9045 and I get Chase it's like immediate gratification, because I know the situation will be handled, not only handled but done fast. I gave Chase the floor, switch, blade, and port and he let me know very quickly that it was on an incorrect network. I then asked him for options for a different port which he gave to me almost immediately. With my trust in Chase I took it and said I'd call him back if I had any issues. I walked down to the closet and came back and to no surprise there were no issues. This may not sound like a big deal, but it really is. Having something work right the first time and be fast and effective makes all of ITS look great.
Chase takes co-ownership of an issue until it's resolved, which I love because I'm trying to do my job (usually in support of end users). His support makes my job that much easier.
Chase and I always click. He treats me and everyone with respect and doesn't ask dumb questions, maybe because I'm giving him good troubleshooting information up front that I've already done, but still it's nice that he always keeps pace with the conversation/situation. He also has a good mind for troubleshooting that can think on higher levels.
Chase never tries to not explain something, which is perfect. He's not going to say, "oh just do this." He's going to back it up with a reason why. He's approachable so I always feel comfortable asking follow up questions or probing questions like "why". He treats me with the respect of an equal so it's always a pleasure working with him.
Larry Marca has been an essential part to the successful virtual COLO infrastructure hardware refresh project. Larry has been available day and night to configure network ports and firewall rules to make this enterprise infrastructure upgrade an extremely smooth and seamless transition. Larry demonstrates extreme professionalism while helping fellow network and system engineers in accomplishing goals that benefit George Mason University as a whole and should be recognized as a top quality Network Engineer.
Professor Esther Yook had come in multiple times for a lost USB Dongle. We could not find it for a week. Chris took it upon himself to look up the prof's info and backtrack the checked out gear to see what she had and do another search. Upon searching again, he was able to locate the piece of equipment for her.
We had a problem with claim codes not being generated properly for accounts from Mason Korea. The issue was brought to Ying and she identified the problem, a resolution and an emergency RFC submitted within the 2 hours! Amazing!
Danny is quick to accept any task, no matter how difficult. And he is as quick at completing the task and notifying the appropriate individuals. He identifies problems with the swiftness of a cheetah. Danny knows all the right questions to ask and the proper way of politely asking them. And Danny relays information better than Google or Bing.
Since Ryon has started with Mason (not that long ago) he has been awesome about stepping up and taking ownership. When my group asks for an update or the status of something he is always so knowledgeable and without hesitation he will say, "I'll have it to you by close of business" but he's always been so much quicker than that and it's usually done within an hour.
When Mac OS X El Capitan was being released we were being proactive and wanting to get the never version of Symantec that fully supported the new OS. Ryon was on it and has kept on it as well as kept up updated including details so we weren't left asking, which was refreshing.
Ryon is very knowledgeable and already understands Mason's environment/culture. He is very quick with following up with anything we need or the status of something.
Ryon will share information which is key, but he will also go into detail as to WHY so that we can have a more clear picture of what it happening, which really does help us understand the situation.
Earlier this week, a customer reported an issue with the access point in Research Hall 3rd floor. Chris heard the issue and took initiative to fix the problem.
Chris properly identified the problem. Turned out there was an access point that needed to be rebooted. Chris not only identified the issue, he took ownership and full responsibility to assist the customer. He made relentless efforts to ensure the AP was up.
Chris asked all the appropriate questions to properly identify the issue. He knew exactly what line of questioning to use that would be easy for us and the customer to understand.
Chris communicated the cause and resolution properly.
Jesus works hard to meet students needs!
He commits to deliverables and delivers on commitments. He identifies customer problems and maintains ownership until the issue is fully resolved.
Jesus probes with questions to clearly understand customers' problemsn/needs/concerns
And lastly, he shares information with customers to build understanding.
I would like to nominate both Anthony Wilson and Denise Coates who heard the 'cry for help' in my voice and sorted out my issues with voicemail and name ID on the phone in my office.
Anthony responded to my requests for help in understanding the Pinnacle voice mail set up, sending a clear set of instructions as soon as he received my message.Denise sent screen shot images with instructions on how to change the name ID on the phone. I was not able to get this old computer to display a legible version; I emailed back to Denise that I was very frustrated. They were very patient and so kind!
Denise and Anthony came to my office in person, and talked me through the process.They were respectful and understanding about my lack of knowledge (and sense of being overwhelmed by technological issues in my new role as Interim Director of the CDC!)
I felt such a sense of relief when Denise and Anthony appeared at the CDC and explained their mission... I actually hugged them! This situation was weighing heavily on me, a small task (to them) that was monumental to me. They saved the day with grace and empathy, and made me feel like a valued member of the GMU communityThank you, Denise and Anthony!
I would like to nominate Hala of Learning Support Service (Arlington Campus) for a Caught in the Act award. On October 16, along with Chris Tilley, Hala assisted me with a critical Kaltura (media) project (I am a adjunct professor with the Biodefense Program). Not only did Hala adeptly address my needs, she also remained courteous and professional despite my rushed and rather grumpy demeanor. I am grateful to the Learning Support Service's terrific staff as well as indebted to Hala.
Hala led me through the process of finalizing my work with Learning Support Services, including helping me - in person - retrieve equipment I had absentmindedly left behind.
Daniel was awesome and patient!
PhD Student and NCC Instructor
Sam provided awesome customer service! He commits to deliverables and delivers on commitments. He also shares information with customers to build understanding.
Cheng Cheu is consistently a reliable individual that provides excellent support to his colleagues while insisting on exceptional customer service to his clients that call or email into the office.
I would like to nominate Brandon Capes at Server Support Group for Caught in Act award.
During Banner Imaging system 7 major upgrade, Brandon had been very supportive and responsible. He worked hard with his team to prepare 4 new Windows 2012 servers for the application migration, troubleshoot with me on any OS related issues, came to our office to discuss the plan for the upgrade, and co-ordinated with others.
I am very grateful to have Brandon as our Windows system engineer. He always delivers excellent customer service.
Tian Hui Wang
I would like to nominate Emilio Goncalves in Enterprise Servers and Messaging for a Caught in the Act award. We recently purchased new hardware including Servers and Storage systems to replace our current COLO Virtual Infrastructure. Emilio has a very detailed and organized process for racking and tracking new equipment, network cabling and ensuring all connections are labeled in accordance with the Network team. Above all this, his willingness to help and put forth the effort to get all of this equipment racked efficiently is second to none.
Gary assisted me with giving two tour of the Data Center to potential ITS employees - one tour for the Director of ITS Business Operations candidate and one tour for the Chief Information Security Officer candidate. He gave a very professional tour and shared his extensive knowledge of data center power, cooling, day to day operations and usage in a very understandable way. His expertise gave a very good impression of ITS to the candidates.
I would like to nominate Larry Marca for a caught in the act. George Mason hosts a video broadcast server for the the National Science Foundation. Yesterday I received reports from a few institutions that receive this broadcast, that they were unable to get the feed. I alerted the folks at the National Science Foundation as they are the server administrators, but between the NSF staff and myself, our ability to troubleshoot the problem was quickly exhausted. Then I talked with Larry. He was immediately so helpful. This is not part of his job responsibilities, but never the less, he took the lead. He took it upon himself to reach out to the folks at Internet 2 (where the signal is sent over) and began troubleshooting with their engineers. Countless emails and who knows how many phone calls later, and they are close to resolving the issue. We would never be close to figuring this out if it wasn’t for Larry’s tireless efforts and knowledge. NSF and GMU-TV gives our sincerest gratitude for the work Larry has done so far!
I was tasked with giving campus tours to candidates for two ITS positions, Dir. of Business Operations and CISO. The Data Center being one of the most organized and interesting parts of ITS, I asked if the Data Center staff would be able to give tours and Howard agreed. So on scheduled dates and times Benita was ready for two tours.
Benita assisted me with giving two tour of the Data Center. She gave a very professional tour and shared her extensive knowledge of data center power, cooling, day to day operations and usage in a very understandable way. Her expertise gave a very good impression of ITS to the candidates.
Since April 27, 2015, we have been trying to get our new employee here in Warrenton, “up and running.” We have had several IT obstacles, as you might have heard.
Although most everyone was helpful, I’d like to especially commend the assistance by Juan Laguna. In addition to many hours he assisted us, he also spent many “off” hours , remotely trying to “fix” the issues. We even returned the computer to Juan, where he totally reinstalled windows, etc. His great attitude and sincere commitment to help was invaluable.
Although I somewhat understand your procedures that when calling IT, Fairfax, anyone who answers is responsible to assist, it is frustrating to the “client. This really requires repetitive explanations to different staff; hence, more delays are incurred. Anytime we were fortunate to get Debbie Penny on the line, it was her incredible determination to find the solution. She never hesitated to research previous calls and always followed up with us when promised. Her great attitude and tenacity were so welcomed.
Thanks again to you and your staff for assisting us, and we are hopeful our issues are resolved, and we know you , too are pleased.
I wanted to take this opportunity to convey my deepest gratitude for the assistance provided by Joseph this morning. I am in the process of registering for one class as a Non-degree student. The online process has been cumbersome and lacked some key information.
Thus, I took the time today and visited the ITS Support Center on campus. Joseph guided me through the process of securing my email account and verifying my two different passwords: one for email and one for all other online processes. In trying to secure my email account, there was no indication searching through the online directions of the latter portion of the address @masonlive.gmu.edu. This is confusing for someone unfamiliar with George Mason University.
Joseph was both kind, personable, and professional as he assisted me with my questions and the process. I commend him for his excellent customer service.
I hope you will share my kudos with him.
Ibrahim has continued to work with me for the last several months. I am in the process of switching over to using SCCM to image computers for our college and and deploying Adobe software. He has been very patient with my questions and personally assisting me with various troubles.
Ibrahim has set up meetings with me to walk me though things. He seams to always be willing to help me even at times at the last minute. I have learn a lot from him. I would like to nominate him for this so he knows his efforts are appreciated.
Brad Sullivan deserves a gold star for his excellent service, patience and guidance to help me fix a looping email that resulted in my GMU email having almost 600,000 emails!!!! Most were from the Mail Administrator informing me of a delayed or error, and this was pouring over into my other email accounts. Additionally, he went beyond the initial call for help, by giving me options as to how to correct the issue (remove the 500,000+ emails from the Mail Administrator) with minimal labor from me. I couldn't be more thrilled, as this issue created a work stoppage for me. Not a good thing during finals!!!!!! I am VERY SATISFIED and would give him a higher score for going beyond the task initially submitted. A++++++++++++ He patiently helped me fix the loop that involved 3 email accounts, he guided me through the different systems (Mac, PC, and android) to change any forwarding, auto responses, and rules. THEN he gave me 2 options for clearing the unwanted mail - one more time dependent and the other less labor (but more time, indirectly). I couldn't be more satisfied w/ the exceptional quality, EXTENSIVE Patience, great positive voice and positive verbal assistance, and reassurance during a very difficult time for me. Brad handled this and made my day 100% easier to go through the other issues. THANK YOU.
Spencer commits to deliverables and delivers on commitments.
He identifies customer problems and maintains ownership until the issue is fully resolved.
He probes with questions to clearly understand customers' problems/needs/concerns, and he shares information with customers to build understanding.
Matt stayed on the line to solve a PC issue in the nutrition kitchen. This is a room that is not supported by us.
Marley Priscilla Withrow is truly a professional and knowledgeable desktop support team member. She spent her time and does her research and resolves users issues, in this case my laptop problem that went to endless look after Microsoft pushed a bad upgrade patch! I admit we have a great desktop support team but when it comes to Marley you know you are in a good hand.
My work laptop wend to endless loop during reboot after Microsoft pushed a bad upgrade patch! Marley identified the bad patch and she was able to remove the patch and apply other MS upgrades and resolve the issue.
I am so thankful for Marley's great support. I believe she is a great asset to all of us in GMU.
Matt commits to deliverables and delivers on commitments.
He identifies customer problems and maintains ownership until the issue is fully resolved.
He probes with questions to clearly understand customers' problems/needs/concerns, and he shares information with customers to build understanding.
Debbie provided Exceptional customer service!
She was very kind and went above and beyond to explain the MASONLIVE Microsoft Password reset process. Although I was not locked out of my account due to the change, I could not access my email account at all. Debbie was very kind and clearly technically savvy. She went above the call of duty to explain the issue of having to have two passwords and change to Microsoft email.
Although it was clear she had answered these questions 100s of times before, she was very patient, she listened actively, and was very knowledgeable and went above and beyond to make sure I understood Patriot vs. Masonlive password changes.
Thank you Debbie, for going the extra mile with a smile!
Gayani--very satisfied customer
Last Thursday, Brandon and I were able to upgrade our SBM Production (previously teamtrack) to the latest release. The application resides on Windows 2008 R2 so I needed Brandon’s support.
The entire upgrade was a solid success and I just want to let you know that how much I appreciate Brandon’s support. He truly a knowledgeable, very supportive and a cool system engineer. We at dba team are very happy to have him around.
Sam Ghandchilar, DBA
Paul commits to deliverables and delivers on commitments.
He identifies customer problems and maintains ownership until the issue is fully resolved.
He probes with questions to clearly understand customers' problems/needs/concerns, and he shares information with customers to build understanding.
Lisa went out of her way to activate an email account on short notice. She followed up on testing and made sure everything worked as it should. Lisa stepped through the process with succinct easy to understand questions that enabled quick turn around.
IT Process Coordinator
Recently, I’ve had a number of meetings that I needed videoconferencing for and wasn’t quite sure of the logistics until last minute. Christina and the CVT team worked with me to determine my needs and the best method for fulfilling my request. They followed up with me about testing and getting in touch with the appropriate off-campus meeting attendees. Though this team is small, they have a quick response time and turnaround for requests. They’re thorough, accommodating, and always friendly. Whenever I have a meeting required CVT’s services, I always rest assured that the meeting will run smoothly, knowing I’m in good hands.
Daniel commits to deliverables and delivers on commitments.
He identifies customer problems and maintains ownership until the issue is fully resolved.
Assistant Professor of Arabic and Arab Studies
I nominate Matt Berlejung at ITU support services for the "Caught in the Act Award!" Matt stuck it out and stayed with my problem this morning trying various methods to eradicate a 1 1/2 year problem of e-mails (13,000++) that Mason Career Services sent erroneously to my e-mail on August 22, 2013. Oh, happy day ... we were finally successful! How wonderful for me. Thank you so much, Matt, you did it ! His "stick-to-it" demeanor should be recognized by your department.
Matt was able to ascertain the problem and continued to try various ways to remove the "sent by mistake" emails. He worked with me for an hour, and wanted to ensure that the removal was accomplished! I had previously tried to remove these 13,000 emails by hand and actually, I think there were originally 15,000+ that were sent out at the beginning of the semester for School Year 2013 - 2014. The issue was fully resolved!
Matt was able to ask the right questions and assist me through the process. There was discussion throughout the process, so that each was in full understanding of the problem and he worked diligently to get my concerns resolved and completed. The issue was not only fully resolved, but Matt was wonderfully informative and pleasant on the phone.
In my book, Matt was the B-E-S-T of all the R-E-S-T! His knowledge was well delivered, understandable, helpful, and informational, as he tried to solve the problem, so that I understood the entire process. I am so thankful to have found the diligent "Magnificent Matt" at ITU this morning. It would have been a long and painful process for me to continue to hand delete the 13,000 emails from my inbox. THANK YOU, ITU ! I am your Number One fan today !
Lambda Pi Eta Faculty Advisor/Faculty
Steve is always willing to lend a hand and make himself available to resolve difficult situations involving technology. Recently, Steve assisted me with a persistent issue involving my laptop; he ensured everything was working properly so that I could access my shares from home, present on it with confidence at an important meeting, and improved the overall functionality and efficiency of the machine. Steve has helped me countless times and on short notice – from VGA cable snafus to MS Office errors. It’s nice to know there are people I can count on 100% of the time. Steve is a knowledgeable colleague and it is always a pleasure working with him!
I would like to nominate Tracy Holt, Chad Britt and Kenny Stewart for a Caught in the Act:
Late yesterday afternoon, we had a very upset student who had a problem with his account. I escalated the incident, and Tracy Holt, Chad Britt and Kenny Stewart got the account fixed within the hour. Great team work!
ITU Support Center, Manager
I would like to nominate Elizabeth at the support center for a Caught in the Act award. I was teleworking and needed some computer assistance. Liz was quick in providing me with the support that was needed.
She knew exactly what needed to be done and did it in an expert manner.
The Information Technology Services (ITS) organization is focused on improving the effectiveness and efficiency of our delivery of service and systems.
The organization consists of:
Susan Kehoe, Director
Academic Strategies (AS) supports the university community by providing the infrastructure for video communications and by creating media content for teaching, learning, and research. Included in Academic Strategies is George Mason University Television (GMU-TV).
Tom Shifflett, Executive Director
The Enterprise Applications (EA) group plans, implements, and maintains integrated central and distributed information systems and associated databases that support the business needs of the University. These systems include the Banner administrative applications that support admissions, student, finance, human resources, payroll and procurement. Support is also provided for data marts for Business Intelligence (BI) reporting that support official and end-user reporting requirements, and decentralized systems that support budgeting, sponsored programs activity, imaging, web content management, mobile applications, web development and other University applications.
Ben Allen, Executive Director
The Enterprise Infrastructure Services (EIS) group establishes standard architecture for infrastructure and creates technology roadmaps in alignment with the ITS strategic plan. It enables data networking, real-time communication, and broadcast video distribution. It also deploys and maintains reliable information technology infrastructure, products and services for all campuses including physical and virtual enterprise servers as well as physical and virtual enterprise storage.
David Landry, Executive Director/Chief Information Security Officer
Information Technology Security provides leadership for university policy development and works in partnership with units and individuals across Mason to formulate policies, assess and actively manage security risks, and establish strategic direction. The group is responsible for setting and maintaining standards and practices to manage the confidentiality, integrity, and availability of university assets and data.
Joy Taylor, Executive Director
Learning Support Services (LSS) provides an array of resources to faculty, students, and staff that contribute to the innovative teaching and learning environment of the university. LSS provides support for instructional technologies including Blackboard, the campus learning management system. It offers faculty consultations to discuss best practices for teaching online, hybrid and face-to-face courses, as well as strategies for incorporating technology into the curriculum. LSS also maintains two Collaborative Learning Hub (CLUB) facilities, which provides support on a variety of multimedia and instructional technologies and access to collaborative workstations, and the Student Technology Assistance Lab (STAR), which offers a game design lab, full video production studio and multimedia and video editing suites.
Charles Spann, Assistant Vice President
The Enterprise Service Delivery (ESD) Group provides strategic leadership as well as day-to-day oversight of functional areas including communication technologies, software licensing, desktop support, and help desk services. ESD uses project management, analytical, and process improvement knowledge and skills to guide and support ITS enterprise-level initiatives and processes. The staff work towards integrating enterprise processes for the ITS and use appropriate technologies to support processes that provide effective interfaces between the ITS and Mason departments. The group is comprised of Communications and Marketing, Finance, Process & Planning, Project Management, Systems Integration, and Technology Support Services.
George Mason University's banner governance structure establishes the strategic, operational, and technical decisionmaking process enabling the university to achieve its mission and objectives.
The banner governance structure was created in 2007 at the behest of the Information Technology Unit and the Banner Functional Offices in order to establish open communications and collaboration with Mason Units using Banner and related administrative applications. The governance team consists of an Architecture Standards Committee (ASC) as well as advisory committees. Please see below to learn more about the committees.
The ASC is responsible for reviewing, verifying compliance, and providing recommendations with regards to new/upgrade software or hardware procurement projects.
The purpose of the ITGG is to ensure that ITS is effectively and efficiently using its limited resources to accomplish projects that meet the University's needs and strategic goals.
The PEC was created to align the project management of the Banner suite and related administrative applications with university objectives and supporting the efficient use of information technology resources.
The PCS was created to provide a regular mechanism for communication and coordination among Banner functional offices, Information Technology Services, and other stakeholders in the university community in the management of the Banner suite of systems and other ITS projects which impact Banner or functional operations.
The purpose of the TLC is to collaborate on IT concerns, projects and initiatives; share IT knowledge and expertise; communicate business needs and IT challenges; and to identify areas of common concern in the area of Information Technology at Mason.
The University Policies web site is the official site for Mason's university-wide policies. All of the ITS' university-wide policies appear on that site; this ITS Policies page serves as a short cut to those policies that deal specifically with ITS matters.
Banner and Related Administrative Systems Security
University Policy Number 1306 states that each George Mason University position that requires access to Banner and related administrative systems must be granted the minimum level of access needed to perform the specific job duties of the position. Access will be granted only after the requestor has signed a confidentiality statement, the supervisor or other appropriate authority has approved the request, and any prerequisite training has been completed.
Credit and Debit Card Security
University Policy Number 2110 governs the handling and acceptance of credit and debit cards as a form of payment for goods and services provided.
University Policy Number 1114 governs the privacy, security, and confidentiality of university data, especially highly sensitive data, and the responsibilities of institutional units and individuals for such data.
Employees' Electronic Communications
University Policy Number 1315 states that all employees must use the University E-mail System for all University Business transacted by electronic mail.
Information Technology Infrastructure, Architecture and Ongoing Operations
University Policy Number 1309 establishes the nationally recognized codes of practice with which the University aligns its IT infrastructure, architecture, and ongoing operations.
Information Technology Project Management
University Policy Number 1310 establishes that information technology projects will be managed in accordance with best practices promoted by the nationally recognized Project Management Institute (PMI), appropriately tailored to the specific circumstances of the University.
Information Technology Security Program
University Policy Number 1311 states the codes of practice with which the University aligns its information technology security program.
Physical and Logical Access Security
University Policy Number 1312 governs the physical and logical access to all university systems and applications to protect the privacy, security, and confidentiality of university systems, especially highly sensitive systems, and the responsibilities of institutional units and individuals for such systems.
Procurement and/or Development of Administrative Systems/Applications
University Policy Number 1307 provides for the review of all proposed additions of administrative systems/applications in advance of procurement or development so the university may verify compliance with federal, state, and university policies, eliminate duplication, and ensure compatibility with existing systems. All procurement and/or development of administrative systems/applications must be reviewed and approved by the Architecture Standards Committee (ASC) in advance of purchase or development.
Public Internet Address
University Policy Number 1304 requires that all computers that need a publicly addressable Internet address be registered with the ITS. Allowing outside systems to initiate connections to a University computer increases the University's risk to threats from the Internet. Outside systems cannot successfully achieve such connections unless the University computer is publicly addressable, i.e. has a Public Internet Address, obtained either from the University or via a third party connection. The University recognizes that there can be legitimate reasons for a University computer to be made publicly addressable. This policy describes the process by which a department can receive permission for a computer to be made publicly addressable.
University Policy Number 1313 states that Accessing from a remote location and logging into university information technology resources, such as servers, printers, routers, or computers, is only permitted through secure, authenticated and centrally managed access methods.
Removal of University Data from Electronic Media
University Policy Number 1114A governs the transfer, disposal or replacement of electronic equipment with data storage capabilities.
Reporting Electronic Security Incidents
University Policy Number 1305 requires that users of information technology devices connected to the Mason network shall report all electronic security incidents promptly to the appropriate person or office.
Responsible Use of Computing
University Policy Number 1301 applies to all University faculty, staff, students, visitors and contractors. The University provides and maintains computing and telecommunications technologies to support the education, research, and work of its faculty, staff, and students. To preserve the security, availability, and integrity of the University's computing resources, and to protect all users' rights to an open exchange of ideas and information, this policy sets forth the responsibilities of each member of the Mason community in the use of these resources.
Telecommunications Spaces and Cabling
University Policy Number 1303 defines the roles and responsibilities of Information Technology Services (ITS) and the University community with respect to planning, installing, and maintaining communications cabling within and between University occupied buildings.
University Policy 2204 applies to all University faculty and staff, including wage employees and contract employees, who have access to the University telephone system and/or who have been issued a University cellular telephone.
University Information Technology Accessibility
University Policy 1308 applies to all electronic and information technology resources and services produced, maintained, distributed, and or purchased by George Mason University for use by Mason students, staff, faculty, and visitors, including those with disabilities.
Virginia's Use of Electronic Communications and Social Media
This commonwealth policy describes the proper and legal use of the Internet and the state's electronic communication systems for state agencies and their employees.
University Policy Number 1302 governs wireless network devices utilizing George Mason University Internet Protocol (IP) network space as well as services provided over wireless connections to the campus. This policy defines the roles and responsibilities of Information Technology Services (ITS) and the network user community with respect to planning, deploying, and managing wireless technologies.
This customer service award is an immediate recognition given to ITS employees who go "that extra mile" for a customer.
All ITS personnel
Nomination accepted from:
Classified staff and administrative/professional faculty, wage employees, and students
Nominations will be reviewed by ITS Communications & Marketing.
Ribbon with "Caught in the Act" imprinted for display in recipient's workspace; card describing the actions recognized; name put into annual raffle for prize (not to exceed $100)
The Employee of the Month Program was established to provide recognition to ITS employees for their outstanding contributions to ITS. The ITS Employee of the Month Award seeks to recognize ITS staff members who demonstrate a positive and energetic attitude about their work for ITS, a willingness to share knowledge and experience with others in the organization, a commitment to the mission of ITS, and a positive image of ITS within the university community.
Classified staff, and non-student wage employees; must be employed by the ITS for at least one year and be in good standing.
Nomination accepted from:
Classified staff, administrative/professional faculty, and wage employees.
EOM Awards Committee
Brass plate displayed on plaque outside of CIO's office; two certificates; monetary award of $400; and an ITS blanket.
The Extraordinary Achievement Award is presented to the team that has consistently demonstrated dimensions of teamwork and a capacity for effective action and accomplishment by assuming responsibility/accountability for completing projects, assignments, or significant tasks while operating in the spirit of the Mission, Vision, Values, and Principles (MVVP) of ITS. The award is presented twice a year as an example of how we operate and achieve as "One ITS."
Dimensions of Teamwork
ITS project teams of any kind including, but not exclusively, teams working on PMO managed projects, as well as members of committees and groups working on significant tasks that reduce cost, or enhance the effectiveness, or efficiency of ITS.
Nomination accepted from:
Especially ITS managers in support of the recognition of work of their teams, but any member of ITS or Mason may nominate a team.
The selection process will be coordinated by ITS Communications and Marketing. Once the submissions are collected and packaged, CM will submit the nominations to the ITS Senior Leadership Team who review the nominations and recommend a winner.
ITS Leadership is the ability to make things happen by encouraging and channeling the contributions of others; developing viable partnerships and networks of people, acting as a catalyst for change and continuous improvement while operating in the spirit of the Mission, Vision, Values, and Principles (MVVP) of ITS. The ITS Leadership Impact award is presented twice each year as a reminder that leadership can be demonstrated anytime, anywhere, by anyone. This award is a recognition for those excellent leaders, at all levels, within ITS.
Dimensions of Leadership
All ITS personnel below the Director level.
Nomination accepted from:
Especially ITS managers in support of the recognition of a staff member who exhibits leadership at any level, but any member of ITS may nominate a person who they believe exhibits leadership.
The selection process is coordinated by ITS Communications and Marketing. Once the submissions are collected and packaged, C&M will submit the nomination packages to the ITS Senior Leadership Team who review the nominations and recommend a winner.
The Enterprise Project Management Online (EPMO) provides an online tool for all ITS project management and tracking needs. It houses project details, templates, and document repositories; a collaborative workspace for project teams; a scheduling interface with Microsoft Project; and an automated workflow processes.
Information Technology Security
Provides computer users and system administrators with the tools and information they need to secure their systems.
Information Technology Services
Website of the Enterprise Applications and Enterprise Infrastructure groups-provides information on the technology backbone of the university.
Website of the ITS Support Center; serves as the central point of contact for the university community for requesting IT support or information.
Project Management Office
Resources and information on the management of Information Technology projects at George Mason University.
Teaching and Learning with Technology
Provides an array of resources to faculty, students, and staff that contribute to the innovative teaching and learning environment of the university.
Provides telecommunications service and repairs throughout the distributed campuses and other George Mason University locations.