Category Archives: User Services

New Help Desk at Landmark Center

The Department of Information Technology is pleased to open a new Help Desk at Landmark Center on Tuesday, November 2, 2010.

The new Help Desk may be found at Landmark East, 3rdFloor, Section 22, workstation 3 and is conveniently located next to the LM 3 Lobby and near the two 3rd floor conference rooms. 

Hours are as follows:
Mondays: as emergencies/tickets arise
Tuesdays:  10 am to 1 pm
Wednesdays:  1 pm to 4 pm
Thursdays: 10 am to 1 pm
Fridays: as emergencies/tickets arise

The new location will allow User Services staff to do more work at Landmark (i.e., laptop repairs, PC setups, software installs) and will improve response time for issues and general computing questions. 

The Landmark community should continue to call the main Help Desk line at 432-HELP.  All phone calls and emails will continue to be routed through the main desk. 

The Helpdesk is located behind Louise Bishop’s cubicle which is to the left of the LM 3 Lobby and behind the orange curved wall. Please look for the Helpdesk signs.

We would like to thank the Department of Nutrition for generously providing the work space.
If you have any questions on this new offering, please contact Christopher Cahill, User Services, 432-6272.

iPad at HSPH: Brownbag luncheon to be held on Tuesday, October 26, 2010

You may have noticed that User Services’ staff members have been accessing Helpdesk tickets and completing other field work on iPads.  Over the past three months, we have been piloting iPads to assist us in our day-to-day activities.  We would now like to share with you what we have learned about their usefulness at HSPH.

Please join us on Tuesday, October 26th in Kresge room 110 at 12:00pm for an informal session on this emerging techology.  This session will be hosted by User Services’ Patrick Creedon.  Patrick previously worked part-time at the Apple Store and is our local Mac expert.  We will have iPads on hand for you to test.

apple-ipad.jpg

Some topics Patrick will cover:

  • Learn about purchasing and basic information
  • Learn about popular Ipad applications
  • Learn about email, calendaring, viewing meeting materials, and more
  • Bring your questions!

Space is limited so please RSVP to the Helpdesk by email. 

Light refreshments will be served.  People should feel free to bring their lunches.

Dell Update for HSPH Computer Purchasers

There are two important updates to the Dell Computer Program that all HSPH Dell Buyers should be aware of.  They are as follows:

Windows XP
Dell is no longer able to sell their computers or laptops with Windows XP pre-installed. All computers and laptops will come with Windows 7.  Because HSPH IT Department is not supporting Windows 7 at this time, we will downgrade all computers and laptops to Windows XP.

We are moving towards Windows 7 support and will be able to upgrade, at no cost, any computer or laptop at that time. Our target date is early to mid-2011 for Windows 7 support.

We will continue to support all Windows XP computers and laptops until Microsoft ends support for it (currently through 2014).

Monitor Adapters
Dell is no longer including a needed cable adapter to use the new Dell Optiplex 980 computers with older monitors. This adapter is called a Dual DVI-to-VGA/Dual VGA-to-DVI Y Cable Kit. This adapter needs to be added to any Dell computer order if you are not replacing your monitor and intend to use your existing monitor. 

To add the adapter:

  • click on the Customize button for either the Optiplex 980 SFF or 980 MT and
  • look under Other Options, the adapter is the last item in the Options category under Additional Non-System Options.

You can also order it separately by typing in the Dell Part #: 310-4469 in the HSPH Premier Page Keyword Search box.
Again, this is only if you have an old monitor and are planning on using it with a new Optiplex 980 SFF or MT. This is not needed for laptop purchases. 

Please contact me at 617-432-HELP if you need any further information on either item.

Thank You!
Christopher Cahill

New Staff Member: Paul Katz

The HSPH Department of Information Technology welcomes new hire, Paul Katz.  Paul 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. He replaces Nate Varney who has been promoted to senior user support specialist.

Paul joins us from CRICO/RMF where he worked closely with the Harvard physician community as an IT support technician in a support environment that is similar to HSPH.

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Photo by David Shelton

Paul is a graduate of Central Connecticut State University where he earned a bachelor of science in networking technology.  While a student, Paul spent 2 years at Central Connecticut State’s IT Office, working as a support technician at their Help Desk.  Central Connecticut State’s IT Office is a busy hub providing support to a population of more than 1,000 faculty and staff and over 12,000 students.  Paul received hundreds of calls weekly during peek time periods. Paul has experience working in student computing laboratories as well as in the field resolving issues for faculty and staff.

We are excited about Paul’s technical and customer service skills.  He’s Dell-certified and also brings considerable windows and PC-hardware and software experience to HSPH.

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

Interesting fact: Away from work, Paul greatly enjoys going to the gym and kickboxing.

New Staff Member: Kofi Baffour Mireku

The HSPH Department of Information Technology welcomes new hire, Kofi Baffour Mireku.  Kofi 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. He replaces Julie Lantz who left HSPH to return to her hometown of Baltimore and for employment at Johns Hopkins School of Public Health.

Kofi has worked for the past two years in Las Vegas, NV.  First, he worked at the Wynn Resort, where he was part of a team that installed and tested hundreds of computers and systems throughout the new Wynn Encore casino from construction through the grand opening.  More recently, he worked at United Health Group where he provided phone support for healthcare professionals on hospital systems.

kofi.jpg

Photo by David Shelton

We are excited by Kofi’s mix of technical and customer service skills and in a variety of settings.  He’s an A+ certified technician and has taken courses in both Cisco networking and Microsoft server technology.

Kofi worked previously at CVS-Caremark Headquarters in Rhode Island as an information systems technician.  At this position, he provided daily desktop support in a busy office setting. Kofi attended college at University of Rhode Island and Rhode Island College.  He plans to continue his studies here at Harvard.

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

Interesting fact: Away from work, Kofi is an avid musician and enjoys playing drums.

Tedxhsph held September 20, 2010

The Department of Information Technology was pleased to provide technical and video production support for Tedxhsph, held on Monday, September 20, 2010.  This was HSPH’s first Tedx event.  Tedxhsph was organized by Guy Harling, HSPH student government president; Amy Cohen, manager of the instructional computing facility; Cecil Haverkamp, coordinator of strategic partnerships and global health practice, and Michelle Bell, assistant dean for educational programs.

A classroom of students and faculty watched a live webstream entitled “The Future We Make” from the Bill and Melinda Gates Foundation.

After this program from New York City, HSPH students and faculty from HSPH and Harvard Kennedy School engaged in a lively discussion which was videotaped in high definition for on-demand viewing.  The HSPH portion of the event was moderated by Stephen Marks, François-Xavier Bagnoud Professor of Health and Human Rights.

HSPH technical support was provided by Sarah Bearse, audio visual systems engineer and group leader; Christopher Riley, video production specialist; and David Shelton, user support specialist.

Email Quarantine Upgrade

On September 16, 2010, the Department of Information Technology upgraded its spam and virus filtering applications to the latest version of Barracuda Network’s product.

All users should be aware of one key change.  You will be required to enter your entire email address (e.g., jdoe@hsph.harvard.edu) as your username instead of your HSPH Edirectory username (e.g., jdoe).  The new version continues to send you a daily email and has all the same features as the former version.

Visit your email quarantine: https://quarantine.sph.harvard.edu
Username: your hsph email address (jsmith@hsph.harvard.edu)
Password: your local HSPH Edirectory password (same as email, Novell login, etc.)

Please do not hesitate to contact us at helpdesk@hsph.harvard.edu if you have any questions or problems.

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.

Marc.jpg

Photo by David Shelton

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