CSDS Staff

Customer Service Center

http://www.itap.purdue.edu/help/

Whether you email or call, our Tier 1 - Customer Service Center is your first point of contact with CSDS.

• target first call resolution 80% of the time
• remote assistance

Clerical Staff

Two clerical staff manage the day to day business of CSDS.

• order all business related computer hardware and software on behalf of supported departments
• software license compliance
• asset management

Desktop Services Teams

There are four Desktop Services teams to meet your IT needs.

Tier 2 Support

Manager: Barbra Steinmetz
The Tier 2 Operations customer service oriented team will respond to incidents escalated by the customer service center.

• software, hardware and network issues
• remote assistance
• on-site visit
• hardware requests

Tier 3 Operations

Manager: Brad Peart
The Tier 3 Operations team provides a stable and secure computing environment for our customers.

• resolve escalated issues
• manage day-to-day aspects of
  • file services
  • anti-virus protection
  • Active Directory
  • virtual desktop infrastructure
• script automated solutions
• automated software builds and deployment

Projects and Support

Manager: Deanna Shafer-Rater
As departments engage new technologies for their business, the project teams will collaborate with you and your vendor to ensure new systems integrate in our environment.

• support for non-standard devices
• equipment lifecycle replacement
• automated software builds and deployment

Projects and Process

Manager: Scott Trimble
As departments engage new technologies for their business, the project teams will collaborate with you and your vendor to ensure new systems integrate in our environment.

• change management
• service level agreements
• automated software builds and deployment

Organizational Chart

ITCR Organizational Chart