Meet the IT Staff: Service Desk

Charles McCann

Director Technology Support

Accomplishments

Charles McCann has spent the last 30+ years in Higher Education as both a student and IT Professional. Charles received his BS in Math/Computer Science from Missouri Western State College. He has also received his MS in Computer Science his MS in MSIS along with his MBA. Charles began his career at Oklahoma State University 1994 and has been with IT ever since.

Areas of Interest and Growth

• IT Management Organizational ITIL Implementation

Current Projects

• Focusing Technology Support on an IT Service Model Reviewing and improving IT and Technology Support Processes Assisting in ITIL Technology Adoption

Andrew Arambula 

Helpdesk Analyst

Accomplishments

Graduated from OSU with a degree in Management Information Systems. Designed and constructed my own Computer.

Areas of Interest and Growth

• I have an interest in Information Assurance, Cyber Security, and Networking.
  
• I also have an interest in Cryptocurrency and NFTs
• I also have an interest in computer hardware.

Current Projects

• Digital Technical Support.

Misty Brown

Executive Computer Support Specialist

Accomplishments

Successfully onboarded the Office of the President, Completed multiple Cornerstone training courses, Mentored a new co-worker

Areas of Interest and Growth

• ITIL Training
• Leadership and Management

Current Projects

• Workstation Recovery Solutions Team
• Active Directory Service Team

James Cornforth

Communications Representative

Zachary Dearing

Computer Technician

Accomplishments

Assisted with Police Department computer system overhaul and renovation during Covid, Retooled and reorganized Deskside support inventory and tool cabinet, Built missing departmental documentation for specialty software.

Areas of Interest and Growth

• Automation, streamlining, and more full utilization of existing services, tools, and systems.

Current Projects

• Active Directory and Email Services Service Teams

Jacob Garis

Helpdesk Analyst

Accomplishments

I have been promoted from a Phone Agent to a full time Analyst, meaning I have a more leadership role and continue to work on quality control, efficiency, and customer friendly with the Helpdesk. 
Written and reviewed multiple instances of documentation both internally and externally. 
Motivated the workforce of the Helpdesk to continue build standards and customer relations with the Helpdesk. 

Areas of Interest and Growth

• Finishing a Bachelor's in Sciences for Biosystems and Agricultural Engineering with a minor in Petroleum Engineering. 
  
• Continue to give the customer's issues my utmost attention and promoting positive customer experiences with the Helpdesk. 

Current Projects

• Make more efficient processing of tickets with the Helpdesk.
  
• Provide correct and concise information in a customer friendly manner. 
  
• Develop and test further documentation and processes for the Helpdesk.
  
• Train and better all aspects of the Helpdesk.

Lori Green

Communications Representative

Accomplishments

Assisted in updating the Knowledge Base, handbook and created new methods of functionality within the operator group. Maintained a level of excellence in customer interactions. 

Areas of Interest and Growth

• Facilitating Operators, assisting Helpdesk Agents in a greater level of customer satisfaction, training new employees, learning more about assisting with the help desk.

Current Projects

• Updating Knowledge Base to contain most prevalent, most current, and most useful information.
• Finding more ways to provide excellent customer service and learning new procedures to assist the Helpdesk with customer care.

Hannah Hackworth

Communication Specialist

Accomplishments

Ms. Hackworth graduated from Harding University in May 2022 with a Bachelor of Arts in Public Relations. Since joining the IT team in June of 2022, she's assisted in writing the IT FIT plan, coordinated the marketing initiatives for Cyber Security Awareness Month, and has been a representative of the department at various events and presentations. She has extensive experience in event planning, group coordination, and technical writing.

Areas of Interest and Growth

• Departmental connections
• Relationship building
• ITC communication
• Media presence
• External communication
• Marketing

Current Projects

• PMO Roadmap
• Cyberinfrastructure Plan
• Internal Processes Documentation
• IT Strategic Communication Plan

Richard Lindhorst

IT Deskside Support Manager

Accomplishments

• Manage Deskside groups in both STW and Tulsa
• Further refined / documented ID Card production processes

Areas of Interest and Growth

• Utilizing underused resources
• Leaving things better than I found them
• Eliminating waste

Current Projects

• ID Card Services Team
• AD Services Team
• ITIL Alignment /  Training

Garry Morgan

IT Supervisor

Accomplishments

A graduate of Oklahoma State University, Garry has worked in the IT field for over twenty-seven years, fifteen of them for OSU IT. Garry has worked as a technician, a trainer, and as a manager, always focusing on customer service and support. Since joining the University, Garry has overseen student employees, coordinated student labs, set up the Ranger Printing Support Service, overseen Software Licensing, and welcomed new students as part of Freshmen Recruiting's ID Creation and Distribution Program. Currently Garry is supervising the IT Help Desk and coordinating student hiring, training and employment throughout the IT Department.

Areas of Interest and Growth

• Video Editing and Distribution
• 3D Printing
• Philosophies of Commination
• Team Building and Interactivity

Current Projects

• Implementation and Monitoring of Metrics at the IT Help Desk 
• Customer Support Training 
• Documentation and Categorization Standards 
• Inter-Departmental Integration and Communications

Brian Nuttall

Comp Supp Spclt

Jennifer Price

Communications Representative

Accomplishments

Created new methods of functionality within the operator group. Assisted in updating the Knowledge Base, handbook and maintained a level of excellence in customer interactions.

Areas of Interest and Growth

• Facilitating Operators, assisting Helpdesk Agents in a greater level of customer satisfaction, training new employees, learning more about assisting with the help desk, and assisted in training about campus security in case of emergency calls.

Current Projects

• Updating Knowledge Base to contain most prevalent, most current, and most useful information. Finding more ways to provide excellent customer service and learning new procedures to assist the Helpdesk with customer care.

Rusty Robinson

Helpdesk Analyst

Accomplishments

Rusty has provided key research for the production and publishing of internal and external IT Knowledgebase documentation. His duties currently include in depth analysis for Server Administration and other Technology Support apps and services.

Areas of Interest and Growth

• Hosted Services
• Active Directory
• Software Distribution

Current Projects

• Email Service Contact Analysis
• Server Administration Documentation

William Schwartze

Computer Technician

Accomplishments

1. Bought a house in Stillwater
2. Successfully completed CLS recertification in the OKARNG
3. Began crosstraining in other communication systems in the OKARNG

Areas of Interest and Growth

• I'm still getting used to everything here at OSU though I am specifically interested in expanding my knowledge on IT security.
  
• Outside of work, I'm pursuing daily lessons in Spanish and the piano.

Donald Smith

Computer Support Specialist

Accomplishments

1. Getting the my supported departments up to date and moved into a managed container.
2. Learned how to utilize all the different remote technologies to better support our customer’s remotely.

Areas of Interest and Growth

• To get better at supporting my departments.

Amaree Spriggs

IT Phone Operator

Accomplishments

It is my second year at Oklahoma State University studying Management Information's Systems with a focus on Information Assurance.

Areas of Interest and Growth

• I plan on learning more about cryptocurrency and NFT's, as they are becoming a trend in the world today.

Current Projects

• I am currently working on getting more involved in campus organizations.

Dane Taylor

IT Manager

Accomplishments

Dane has worked in OSU IT since 2004 as a Helpdesk Phone Agent, Deskside Support Technician, Helpdesk Analyst\Phone Agent Manager, and Helpdesk Manager. He graduated with a Bachelors degree in Business Administration Management Information Systems from Oklahoma State University and received certifications from the National Security Telecommunications & Information Systems Security Instruction as an Information Systems Security Professional, Mile2 Certified Secure Web Applications Engineer, CompTIA Project+, and ITIL Foundation In IT Service Management. Dane also received the Distinguished Service Award in 2014 by the OSU Staff Advisory Council and completed the OSU Human Resources Leadership Development Program in 2021.

Areas of Interest and Growth

• Customer Service Leadership and Team Development IT Best Practices Automation of IT Services and Tasks Application Development Database Management Services IT Security Services Computer Network Services Artificial Intelligence

Current Projects

• Incident & Service Request Management & Automation IT Service Teams IT Service Catalog\Portfolio Management

Phillip Schlegel

Helpdesk Analyst

Accomplishments

Mr. Schlegel began working for OSU in 2016 as a Phone Operator with Technology Support. He then transferred to a Helpdesk Analyst position in 2017. He developed and tested various documentation for use by the IT Helpdesk.

Areas of Interest and Growth

• Data management for security and business intelligence
• Database Administration
• Systems Administration

Current Projects

• Quality Control of inbound help requests
• Data Analysis of IT Support Services
• Support for inbound help requests
• Development of help documentation

Chandler Hise

Computer Technician

Accomplishments

Chandler had been in the IT work field for 3 years, with a few different IT positions under his belt. Earned Boy Scouts highest rank of Eagle Scout in 2014.

Areas of Interest and Growth

• Software Development
• VR Integration
• AI research

Current Projects

• Work Portfolio
• Maintaining Hardware

Lance Howell

Assistant Manager Deskside Support

Accomplishments

 Lance spent most of the last 18 years in an IT support role in secondary and higher education. AS in Computer Networking (CCNA) from Tyler Junior College. BS in CMT/Bus Admin from OSU. Lance previously worked for OSU in both deskside and executive support.

Areas of Interest and Growth

• help lead the IT department into a successful future 

Current Projects

• Service Portfolio and Catalog

Jennifer Riley

Deskside Support Specialist