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!
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
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!
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.
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.
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!
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.
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.
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.
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.
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.
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!
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.
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 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
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 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.
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
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!
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!
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!
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.
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!
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.
Super job on orientation -- you all went above and beyond! Thanks so much.
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
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!!
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.
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!
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.
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
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.
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.
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.
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.
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.
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.
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.
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!
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 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.
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.
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.
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.
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.
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
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.
Daniel 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.
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!
Paul commits to deliverables and delivers on commitments.
He identifies customer problems and maintains ownership until the issue is fully resolved.
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.
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.
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 Juan Laguna for his kind-heartedness and absolute dedication to GMU - most recently he came in in the middle of his Thanksgiving vacation to get me up and running again. My employ began 11/3/2014 at the SMSC Regional Campus in the business office and my computer has been fraught with issues from week 1.
Our system is linked with the Smithsonian's so I don't know if that had anything to do with it or not; but whatever the issues were, they were complex. I believe Juan is assigned to the PW Campus where they are in the middle of opening a new area requiring extensive IT set-up; therefore he knew helping me when he returned from vacation 12/8 would be out of the question. His kind-heartedness and dedication came into play when he arrived at my office Wednesday, 12/3 and stuck with the issues until they were resolved.
My second week of employ there was an issue affecting me and 4 other users: "the method of login is not allowed by the system." Resolving this was time consuming, but did resolve the problem. Profile corruption was the latest issue. I am so thankful for his trouble-shooting and generous gift of time when he should have been enjoying his family vacation. It feels SO good to know I can now pick up a rhythm and get work done efficiently - thanks simply to Juan's dedication!
I would like to nominate John Donohue and Charles ‘Caz’ Staniunas.
These two individuals were instrumental in making a videoconference work in JC311.
Caz was our person in the room troubleshooting with me when we found out that the room could not hear incoming audio. He was very professional in relaying my messages to the large group on why they could not hear the “on the phone” participants.
John was my go to person when we could not find the cause. He checked remotely with no answers. At that point we needed a CaLT tech onsite and he said he would send someone. Lo and behold, I see John with his backpack walk in the room to do it himself. In no time, he had the incoming audio working.
Everyone was very appreciative in the room-about 25 of them! Great job guys!
Manager, Collaborative Video Technologies
I should be nominating Eric every month. He has helped my students and me so many times. In an online class, Blackboard is essential, and Eric has the tools we need to help us. He's knowledgeable, thorough, dependable, and persistent in seeking a solution. He has at times loaned his own computer to a student who couldn't get something to work on their own, and has worked tirelessly on problems I have encountered. In addition, his response is prompt (including on weekends, which is actually when most problems occur since my students do a lot of their work on weekends).
Alex was very helpful!! Thanks again Alex.
I would like to nominate Charles at the ITU Support Center for a Caught in the Act award. It was 10:30 and I was in the middle of responding to customer emails. Charles took it upon himself to assist by responding to voicemail/s and helping to alleviate the workload. I can’t express my gratitude for Charles enough.
Charles realized we were pretty busy and really put in an effort to be part of the team and help minimize the team workload.
He immediately understood the customers/ problem and resolved the issue within mere minutes.
I'd like to nominate Juan Laguna for the Caught in the Act Award. I was having several issues with my 2 year old Dell computer. First I wasn't able to print emails, then I couldn't scan to it, finally both of my printers stopped recognizing my computer at all. When Juan came in response to this complaint, he also noticed that the computer was very slow and that some web sites wouldn't load. He worked on it for quite a while in my office then took it back to his office for further work. He fixed it and returned it the next day but after a few hours a new problem cropped up: it wouldn't connect to the internet at all. Juan returned immediately and kept at it - going back and forth between my office, the printers and the telecom hub - until he identified the problem: a bad phone jack! If Juan hadn't been so persistent I would have purchased a new computer. So he not only did a great job, he also saved the University money.
Mr. Juan Laguna of the Prince William ITU Support Team Manager did an outstanding superb job. Thank you for your support.
I would like to nominate Richard Mitchell, Field Services Technician, for this award. Rich just recently helped us set up 9 new ETF desktop systems. We did this over a two week period with about 3 set ups per day. Rich showed up when he said he would be here, he was patient with our customized software requirements, and varied technological capabilities of users in our office … all challenging circumstances. He was always friendly, helpful, and encouraging. He followed up the day after each work order was completed, and returned to resolve problems as needed. I really appreciated his help, and his expertise, and wanted to make sure that we did something special to show our appreciation for his hard work!
Thank you so much for your consideration,
Office of Sponsored Programs
Good afternoon. I am writing you to nominate Mr. Michael Thompson for your ITU Caught in the Act award.
Mr. Thompson exhibits a superior level of customer service, expertise, and support that should not go unnoticed. He is always eager to assist, easy to work with, and quick on "his feet", so to speak. He has assisted me on various technological endeavors and has proved to be a demonstrated leader in the aforementioned areas. To that end, I am writing to inform his supervisor(s) that he is an indispensable asset to GMU Patriot Computers, and really, to the Mason community. His continual demonstration of the Mason values always goes above and beyond the "call of duty." Moreover, each and every time I visit GMU Patriot Computers, I have been very impressed with his friendliness, know how and camaraderie with colleagues. Please accept this nomination for Mr. Michael Thompson to be considered for your GMU ITU Caught in the Act award.
Department of Global and Community Health
I would like to award the following people for this award:
Sarah Hamilton, Ibrahim Mohamed, Emilio Goncalves
On Friday afternoon, Oct 24, I deleted a valuable folder from our Telepresence Management Server. I left a frantic voicemail for Sarah who forwarded it to Ibrahim. He called me almost immediately, came to my office and could not fix it. He ended up calling Emilio on his cell, who is in charge of the server, for assistance. Emilio looked into it, said that we needed Cisco help and would get back to me. Ibrahim filled out the ticket for Emilio, sent me a copy and we were off. Emilio researched it further found out that there was a backup that morning at 1:21 and proceeded to do a restore per my orders. At 7 PM he called me at home to test it. I could not log in, he did and assured me the file was back where it should be. I was SAVED!! Kudos to all, especially Emilio for working that Friday night and going that extra mile!
I would like to nominate Pete Gentile, ARL Classroom and Lab Support, for this recognition:
Pete has stepped up in troubleshooting our VC classroom in the ARL location. He has proactively taken it on to call our CVT team to test and work through the issues that we are having. He was even able to locate a MAC laptop to continue the testing that we needed even though the results were unsuccessful. He has shown great initiative, something that we need in all of our techs. Great Job, Pete!
Cherie Galantis and the CVT Team
I have had an occasion to be impressed by Chris Galvan. Chang Lee and myself were in need of longer than usual Ethernet cables. Chris informed us he had material we could use. We met with Chris and he not only gave us more material than we needed (in the event of unforeseen circumstances), but he showed us innovations in the Ethernet and lan cable making technologies, as well as provided all of the equipment we needed beyond the material we asked for, he even demonstrated the new technology and made sure we had no questions before we began our project. In this area of making Ethernet cables into lan cables I have had years of experience, Chris made sure to respect that while imparting information I didn't possess. For this we wish to have him recognized.
Charles A. Thilking
I wanted to share my great experience with the IT support center, especially Paul! I had a couple IT issues and each time he has been such a great help of assistance with resolving my issues.
Please let him know what a great addition he is to the team.
Now that classes have begun here at the law school, we’re in a position to hand out some grades on the technology upgrades to Hazel Hall classroom that LeAnn oversaw over the summer.
A+. No kidding – everyone here is very pleased! Thanks to all of you (LeAnn especially!) for the first class work.
Daniel D. Polsby
Professor of Law, Dean
George Mason University School of Law
Dennis prepared the Virus Removal instructions for the ResTechs. Normally, the ResTech Leads provide the training to the other ResTechs on process. However, this year, the process had changed drastically. I did not realize this. So the ResTechs Leads were not comfortable providing the training. I called Dennis at 11am and asked if he could come to Innovation Hall at 11:45am to provide the training. He willing agreed to do so and was there promptly at 11:40am. He provided instruction and fielded technical troubleshooting questions from the ResTechs. Thanks so much for helping out! I think the ResTechs learned a lot.
ITU Support Center, Manager
I would like to nominate the following network engineers for a “Caught in the Act” award.
Chris Nayeri, Arnold Dixon and Chase Gleason re-arranged their schedules at the last minute so they could provide “Network Refresher” training for the ResTechs. They were originally scheduled to be there at 2pm but were asked at 8:30am if they could come at 10am instead. They willing adjusted their schedules to come answer the ResTechs questions. Arnold and Chase even went to some of the students rooms in residence halls to troubleshoot the issues and provide addition one-on-one training. Thanks for your help!
ITU Support Center, Manager
I was tasked with creating a customized mail merge email letter to many professors describing both a problem and resolution to their courses on Blackboard.
Kaz (Charles) took my several files, both word docs and spreadsheets, and, within an hour, he had reformatted, rebuilt and reconfigured my files and letter so that they would seamlessly integrate and email customized letters to 74 instructors regarding 251 courses. I could not have completed this project so efficiently or quickly without his knowledge, understanding and quick response.
I greatly appreciate having Kaz at the front desk of the CLUB as I know he is a knowledgeable resource for all the staff, faculty and students who visit or work in the CLUB.
Learning Management System Administrator
I wish to compliment "Matt" on his outstanding assistance on the phone yesterday. I am a new faculty to GMU this year and have several problems establishing my GMU email account What was suppose to be "easy"... Most definitely was not!
I called IT, Matt took my call. He was professional, courteous, knowledgeable and walked me through multiple screens, step by step. Additionally, he sent a notice to an additional support group, noted my service number to me, and within a few hours I received verification of the email account solution.
I came by IT today as I had some further questions and I was, again, delightfully helped by a professional, knowledgeable young man, Spencer.
Both of these gentleman took time, answered my questions, and never "rushed me through".
I wanted to let you know what a fine staff you have with these men. It was a warm welcome for me to GMU after a frustrating experience with establishing necessary accounts to get up and started this semester.
Margaret Zimmerman, CFNP. School of Nursing
Just wanted to send you an email about Brian Stefaniak. The Provost's Office recently moved into Merten Hall from Mason Hall. Our senior level staff is on the 5th floor and is now using a conference room with a wonderful console, which most of us were not familiar with. He came to the Provost's Office last Thursday, July 17th, and gave us a wonderful training on that equipment. Because the admins coordinate and manage meetings on a regular basis, Brian's instructions and handouts explained the technology in a way that was so very helpful and actually put us at ease.
Additionally, both Zane and Brian went above and beyond when offering to provide us with the adapters needed to meet the different technology needs of those visiting our office with presentations. This will help us be efficient and prepared in how we serve and support our guests.
Finally, Brian personally explained VGA and HDMI to me, which was so helpful in understanding what I want the technology to do and will help me troubleshoot issues that others on our team may have.
So, thanks for having Brian as part of your team! We so appreciate the time he took and his prompt follow-up.
Office of the Provost
I wanted to shoot you an email and tell you what a great experience I have had with Rich E in getting recordings done for my new MSOM 301 online course. He has been flexible and diligent, and it has been a great experience. I appreciate all the assistance, and I'm sure the Office of Distance Education, who has been working with me, does the same.
Patrick Soleymani, MBA, JD
Director of Minor Programs
Instructor of Management
Last May, I lost a large number (1,000s) of letters stored on my Outlook drive as a result of some kind of incompatibility between Outlook 2010 and Outlook 2013. Mr. Mohammed Boukhira was the technician who received the work order. He worked diligently to solve the problem for which for a while appeared to be unsolvable. After many hours of work, including an overnight break, Mr. Boukhira recovered all but a few files and averted what might have been a disaster.
I commend his expertise, dedication, and diligence that generated considerable customer satisfaction.
Walter E. Williams
John M. Olin Distinguished
Professor of Economics
I would like to nominate Christina Crockett of Patriot Computers for a Caught in the Act award.
While meeting with Christina informally on the afternoon of 4/9, a PHD student (I did not catch his name), walked into Patriot Computers with a big smile on his face with great thanks for Christina. It seems he had just defended his Thesis and it was accepted. He had been in the computer store a couple weeks prior with a question related to his Mac (purchased previously from Patriot Computers here on campus) and how to format a document to the requirements for his thesis. Christina had overheard the conversation from her desk and offered to help him out with some instructions (not something that is anywhere in her job description). She not only explained to the student how to format his document the way required, but wrote up and printed instructions for him. He mentioned that he shared them back with his department to help others as well.
This is truly a case where Christina was Caught in the Act of providing great customer service and going above and beyond.
We have a unique and demanding network infrastructure at the National Center for Biodefense and Infectious Diseases at the Prince William Campus. We require very specialized technical and security requirements. Every time we have a network issue, Byung is not only responsive, he is technically knowledgeable and beyond courteous. I would like to nominate Byung in an effort to extend our appreciation for all he has done for us and will do in the future.
We would like to nominate Robert Fernandez from TSD Prince William campus for superior customer support.Robert helped me with a critical IT issue and resolved it quickly. His system administration technical knowledge is excellent. He follows through in a timely, consistent and courteous manner.
I would Like to Nominate Belinda Taylor and Anita Kalyana for Caught in the Act Awards for going “Above and Beyond” in Assisting Natalie Webster and I.
Natalie and I were having trouble Loading Software into the Pinnacle Telecom System. We had been communicating with Anita and Belinda, along with the Vendor, but we were not getting anywhere. Both ladies then suggested that they Meet with us, so that they could give us some “Hands-On” Training with Toad Software and Utilizing the Pinnacle Load/Import Function. They were also nice enough to assist us with Running some Scripts that we were having trouble with.
It is always nice to put a Face with a Name. But, it is Even Nicer when you finally get to meet people with whom you are always communicating with and whom Always Help you at the drop of a dime too. These Ladies are definitely an Asset here at Mason and I truly Appreciate them taking almost 2 Hours out of their Time to meet with Natalie and I and Help us with Everything, Hands-On. They Deserve to be Rewarded for that!!
I would like to nominate two DBA's, Belinda Taylor and Anita Kalyana, for the Caught in the Act award for their exemplary customer service. In October of 2013 a co-worker retired and her position was not refilled. Her responsibilities were divided between two current staff, Tamika Wilks and myself. We didn't use the software or server which Judy handled prior to the split of her duties and have had a mountain of information to learn quickly to become back door users. Belinda and Anita have been our liaisons with the vendor and worked with us to resolve database programming issues which has been especially helpful because we're not proficient with Oracle databases. When Belinda realized we were struggling with the latest set of vendor's instructions, she volunteered to come by and train us. While here, she and Anita wrote the scripts we need and saved them so we can copy/paste them in the future. Tamika and I had tried in vain to create these scripts on our own. We both have a much better understanding of the TOAD software we were told to load to write scripts. Our scheduled 30 minute meeting lasted 90 minutes because Tamika and I each had turns on the PC going through the necessary steps. As DBAs they've gone the extra mile to help us with our new responsibilities. They are both more than deserving of the award.
Telecom Administration moved to Innovation Hall Friday, March 21st. Marques Wilson came to our suite and did wire management in each of our cubicles. I barely had room for my feet under the desk when he began because I have 2 CPUs and a large box of blue prints there. He rearranged everything so I am able to sit comfortably while working. He spent a good part of the afternoon Monday, making sure we were each set up properly. This didn’t fall under his job description, but he helped us anyway. He should be commended for his efforts. He is truly deserving of the Caught In the Act award.
I wanted to give a shout out to our ITU team at the PW campus—Juan Laguna, Justin Stith, and Robert. They are incredibly accessible and patient, and come to our office on a weekly if not daily basis to assist with printer, phone, fax, or email troubles. We truly value their can-do attitude and willingness to go above and beyond no matter what the issue. For instance, this past Thursday evening Juan stayed late (past COB) to help my supervisor amend her issues with a new version of Java. We are so fortunate to have such a responsive team here at the PW campus.
I’d like to recommend a Caught in the Act award for Chase Gleason. He spent several hours configuring a server for Telecom Admin’s (TA) use because there had been no documentation on how it should be configured on the network. He not only got the server configured and networked so TA can access it, but it now has documentation in network. We look forward to no problems when/if Telecom Admin moves in the future!
I would like to nominate Joe Balducci for a Caught in the Act award.
I had a request from a colleague at ODU for information about Blackboard. I sent the message to him and he graciously responded and offered his assistance in a very timely manner. Joe has a great collaborative spirit!
I would like to nominate Mike Cox for a Caught in the Act Award. At this morning’s Ops meeting, I had a question about the use of Shibboleth for MasonHire. I was directed to contact Brian Davidson for more information. Moments after the Ops meeting ending, Mike called me. He had talked to Brian and Tracy Holt for more information and was calling to let me know the answer. His willingness to go the extra mile is an outstanding example of customer service.
- Teresa Gibbons
I wanted to express my thanks to Fairfax Classroom Support for helping me last week. Brian Stefaniak made arrangements for the doors to ENGR 1101 and the AV equipment to be unlocked early so I could begin my classes at 7:00 am to makeup lecture time lost to bad weather. Also, Brian was kind enough to contact me after Monday's class to check that everything went well.
- Ed Otto
I would like to nominate the following people: Scott Smith, Mike Quigley, and Leon Truong for the wonderful service they provided in troubleshooting my network connectivity problems and getting my pc and printer connected back to the network. The hours they spent finding the cause of the trouble, which was a piece of equipment, were GREATLY appreciated.
- Carolyn Combs
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, 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.
Carlos De La Rosa, Interim Executive Director
The Enterprise Infrastructure (EI) group deploys and maintains reliable information technology infrastructure, products and services for all campuses including physical and virtual enterprise servers, physical and virtual enterprise storage, data center operations, communication technologies, software licensing, desktop support, help desk services, technology classrooms, and computer labs. The group employs industry standard best practices in information technology service management, change management, and performance measurement.
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, 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.
Ben Allen, Director
Network Engineering and Technology (NET) provides the infrastructure and services that enable access, communication, and collaboration for students, faculty, and staff within our university community and with peers throughout the world. NET manages the complete lifecycle of physical plant, electronics, and software that enable data networking, real-time communication, and broadcast video distribution. The university's high-speed inter-campus network provides a base for these services with links to commodity and research Internet backbones, a next-generation firewall infrastructure, and robust wired and wireless network access. From this base, NET offers enterprise telephony, collaborative video and voice conferencing services, and over 130 channels of television content.
Charles Spann, Executive Director
The Strategic Business Operations (SBO) Group provides strategic leadership as well as day-to-day oversight of functional areas. Strategic Business Operations works with fiscal stakeholders across the university, determining fiscal policies and procedures that address technology needs of the ITS and George Mason University. Strategic Business Operations 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 Finance, Human Resources, Communications and Client Relations, the Portfolio and Project Management Office, Information Technology Process and Planning, and Systems Integration.
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, the Information Technology Unit, and other stakeholders in the university community in the management of the Banner suite of systems and other ITU 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.
Eligibility: All ITS personnel
Nomination accepted from: Classified staff and administrative/professional faculty, wage employees, and students
Selection process: Nominations will be reviewed by ITS HR for completeness.
Winnings: 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.
Eligibility: 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.
Selection process: EOM Awards Committee
Winnings: Brass plate displayed on plaque in CIO’s office; two certificates; monetary award of $400; and an ITS blanket.
The Extraordinary Achievement Award is presented to the team who have 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
Eligibility: 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 may nominate a team, or Mason employee outside of ITS if who was working with an ITS team.
Selection process: The nomination submission process will be coordinated by Communications and Client Relations (CCR). Once the submissions are collected and packaged, CCR will submit the nomination packages to the ITS Senior Leadership Team who will review the nominations
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
Eligibility: 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.
Selection process: The nomination submission process will be coordinated by Communications and Client Relations (CCR). Once the submissions are collected and packaged, CCR will submit the nomination packages to the TS Senior Leadership Team who will review the nominations a
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.
Website of Mason’s official on-site computer retail store.
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.