Ryan Ortiz
Director: IT Customer Services
Account Manager: IT Support Services for Faculties
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听ICS is the 9I制作厂免费 community鈥檚 primary point of contact for IT-related support. Key services include the following:
- Audiovisual Services (AVS) (managed by Devyn Nicholson):听plans, installs, and supports audiovisual equipment and automation solutions in classrooms, meeting rooms and other areas on campus.
- Desktop Support Services (managed by Jean-Fran莽ois Lachance):听provides onsite computer support and equipment lifecycle management for customers in faculties and administrative units.
- Enterprise Desktop Services听(managed by Brian Arsenault):听manages听back-end systems administration for IT Services鈥� managed end-user computers by evaluating new technologies and providing听guidance, support, and best practices for users computing software, hardware, and systems administration.
- Service Desk and Collaboration Solutions (managed by听Alex Bechalani):听provides multi-channel front-line technical support and request fulfillment for the 9I制作厂免费 community on all centrally provided IT services. This includes walk-in support at the downtown and Macdonald campuses. Please refer to the for information on the types of support available.
- Service Management Platforms and Practices听(SMPP) (Vacant position):听defines and governs IT service management best practices based on ITIL. This team also manages the platforms and technologies that support these practices, namely ServiceNow鈩⑻齛nd Jira鈩� Service Management.
- UPrint (managed by Daniel Faucher):听manages the听service, which provides centralized printing, copying, and scanning capabilities throughout the university.
Account Manager, IT Support Services for Faculties
The account managers are the primary contact for their respective stakeholders. They provide regular updates on the progress of IT initiatives, engage in proactive discussions concerning stakeholders鈥� business vision, requirements, and priorities, and inform stakeholders about upcoming IT trends. Account managers also help streamline the fulfillment of clients鈥� IT needs by engaging the right IT team at the right time.
