Category Archives: User Services

New Emergency Phone Support Hours

patrick-desk.jpgThe Department of Information Technology is pleased to offer extended Help Desk phone hours beginning on Monday September 20, 2010.

We hope that the extended support hours will provide the HSPH community with a resource for emergency computer questions and issues.

Extended hours

  • Monday to Friday 6 pm to 9 pm
  • Saturday 10 am to 1 pm

Emergency phone number

617-515-5496

Notes:

  • We will evaluate this new service at the end of the fall semester.
  • A Helpdesk ticket will be created for any issues that cannot be resolved over the phone and issues will be addressed on the next business day.
  • Regular business hours for the Help Desk are 8 am to 6 pm from Monday to Friday.  The Help Desk can be reached at 432-HELP.
  • Emergency support hours will not be available on University holidays.
  • All systems of HSPH (email, server, web and application servers, network) are monitored 24-7-365 by network and server administrators through an automated pager system.

New IT Intern: Marc Narcisse

The HSPH Department of Information Technology welcomes full-time intern, Marc Narcisse. Marc will work in our User Services Group and will provide helpdesk, desktop, classroom, and media services support to the community through January 2011. 

Marc replaces Kianna Perry who successfully completed her internship and has begun full-time work at another college. Marc is a Year-Up Boston intern.  At Year Up, he successfully completed their outstanding computer technician curriculum which included training in MS Office, desktop imaging, virus scanning, and troubleshooting computer hardware.

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Photo by David Shelton

Please join us in welcoming Marc to our technical staff and to the HSPH community!

New IT Coop: Lawrence Tai

The HSPH Department of Information Technology welcomes full-time coop, Lawrence Tai. Lawrence will work in our User Services Group and will provide helpdesk, desktop, classroom, and media services support to the community.  Lawrence replaces Nick Wong who has completed his internship and returned to school.

Lawrence is a current senior at Northeastern University where he is studying business administration and finance. Previously, Lawrence worked as a coop at State Street Global Advisors where he was a member of their computer and engineering team.  He brings outstanding technical skills and customer support experience to HSPH.

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Photo by David Shelton

Please join us in welcoming Lawrence to our technical staff and to the HSPH community!

Interesting fact: Lawrence is from Hong Kong and is fluent in Chinese and Mandarin.

Staff Promotion: Nate Varney

We are pleased to announce the promotion of Nathan Varney from User Support Associate to Senior User Support Associate.

Nate joined the User Services team one year ago and has quickly become a key technical resource in the department.

Nate led the development of new HSPH computer images for all models of Dell computers, rebuilt our computer laboratory PC image, and has been instrumental in our laptop encyrption project.  He also has excellent audio-visual skills and has provided oustanding support to Sarah Bearse, audio-visual systems engineer and group leader for media services, in a number of major upgrades.  These include the renovations of Kresge G2, Kresge G3, FXB G11, FXB G12, and FXB G13.

Please join us in congratulating Nate!

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Last Call for Laptop Encryption

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For the past 6 months, the User Services staff have been encrypting HSPH-owned Windows laptops in order to meet the new university security mandates

For the final phase of this process, we are asking any faculty and staff who still have not had their laptops encrypted to contact us directly to set up an encryption appointment. 

If you could please email us at helpdesk@hsph.harvard.edu with the most convenient
days
for us to encrypt your laptop, we will get back to you with a confirmed time.  Since the encryption takes 24 hours, any laptops brought in on a Friday will be kept until Monday. If your laptop has already been encrypted, you do not need to reply. 

Please feel free to contact the Helpdesk at 432-HELP if you have any questions.

Thank you and have a great day!

Related resources:

Microsoft products available for home use at discount

The HSPH Department of Information Technology is pleased to announce HSPH’s participation in the Microsoft Home Use Program (HUP).
Microsoft OfficeThis provision in the University’s Microsoft enterprise license, allows HSPH faculty and staff to purchase:

  • Microsoft Office 2007 for PC
  • Microsoft Offce 2008 for Mac
  • Microsoft Project 2007
  • Microsoft Visio 2007

for personal home use on non-Harvard owned machines at deep discounts

For costs and purchasing information please visit:
Harvard/Microsoft at Home (HSPH only, Pin-protected)

New Staff Member: Patrick Creedon

The HSPH Department of Information Technology welcomes new hire, Patrick Creedon.  Patrick will work as a user support specialist in our User Services Group and will provide helpdesk, desktop, classroom, and media services support to the community.

Patrick is a graduate of Emerson College where he earned a bachelors of arts degree in television video. Patrick is transferring from Harvard’s Radcliffe Institute for Advanced Study where he has worked since 2008.  His work included coordinating Radcliffe’s meeting spaces, managing events, and working with AV vendors on room repairs.  He has significant AV troubleshooting expertise in a classroom and auditorium setting.

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Photo by David Shelton

Patrick worked previously at Boston University overseeing their “Experience Room.”  The Boston University Experience is “a unique and compelling multimedia presentation that showcases the University’s long—standing tradition of academic excellence and leadership for social change. This state-of-the-art facility is one of a kind-no other university or
college has such a facility.”  The Experience Room was used for both admissions and for special events.

Patrick also completed several internships in the television industry at WBZ TV/CBS 4 Boston.

Please join us in welcoming Patrick to our technical staff and to the HSPH community!

Interesting fact:  Patrick works part-time at the Apple Store in Hingham MA as a Mac Specialist.  We are very excited to have a Mac expert on staff.

Thank you for Attending Tech Day!

On March 17, 2010, the HSPH Information Technology Department hosted our first technology day in the Kresge Cafeteria Atrium.  Thank you for stopping by and visting with Dell, Polycom, and our staff. 

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User Services Mike Demarco (lower left) and Dell’s Peter Ton (upper left) show the new Dell laptop and desktop models available to the community through the University’s Dell contract.

Fred Sheahan of HSPH’s Instructional Computing Facility led a demonstration on the use of TurningPoint audience response systems.

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