iPhone and Stanford
Client Satisfaction Survey Results
Winter Closure
Stanford Summer Jazz Concerts
Employee Referral Program
Survey
Staff Profile
Staff Happenings
Tips From Your Admin
Tech Sessions
Tech Training Classes
IT Employment Opportunities at Stanford
Quote of the Week

Past Issues

Are you planning on attending the IT Services Family Picnic on August 9?

Yes
No

Results from last issue's survey question: Have you been out to a movie theatre in the past month?

There were 57 responses. 24 said "Yes" and 33 said "No."

Carolyn Kane started at Stanford in 2005.

 

 

How would you describe your current job responsibilities?

I support 39 staff who comprise the Operator Services Center (OSC) and the Pager Administration Office (PAO). The greater part of our workload is comprised of Hospital-related calls. We also handle off-hour emergency calls for Residential & Dining Enterprises and Facility Operations, and all University elevator emergency calls. Mix in calls to the University's main number—which come from all over the world—and you have a complex and interesting work environment. The call center handles about 115,000 calls per month.

Which aspects of your job do you enjoy the most?

As a manager, I like fixing problems. My goal is to remove obstacles that impede staff from providing excellent services, so I focus on improving the organization, processes, tools, and facilities. My favorite part of the job is working with our staff. I'm fortunate to have a skilled staff who are committed to always "getting it right." That commitment keeps me inspired to always strive to improve their resources so that they can do that.

What did you do before you came to Stanford?

I was a telecommunications project manager at the University of New Mexico, where I also managed the University operators and the customer service group that wrote orders and trouble tickets (a much smaller organization than Stanford's). My last project there was the Pinnacle implementation. Before that, I headed a telecommunications department in a large health system in western Pennsylvania. The system covered several counties in a mountainous region. I had the opportunity to install their first integrated voice and data network, several networked PBXs, paging switches, WAN, and more. I have degrees in Art and Business. Go figure.

What do you like to do when you're not at work?

I like to make things. Primarily, I make art and write poetry. But lately, I've been focused on "nesting" projects: making drapes for my home. I also enjoy knitting, crocheting, and embroidery. I'm taking a Continuing Studies poetry writing class this summer.

What is your favorite movie, book, song?

Are you kidding? Maybe I should give you lists.... I love so many of them. When I'm tired or frustrated, I like to watch movies where the bad guys get the tar beat out of them. But mostly, I like to laugh. I love old Doris Day movies. There's a scene in The Glass-Bottom Boat with Dom DeLuise, a cake, and a step ladder that makes me laugh out loud no matter how many times I see it.

Jane Norris, who worked at Stanford for 29 years, quietly retired from the Technical Analyst Group in Client Support at the end of June. Jane didn't want to make a big splash, which is pretty much the way she conducted her technical support work: like a skilled diver, slipping into the water and solving problems smoothly and elegantly. Jane had a special affinity for faculty and graduate students, and a special skill and persistence with connectivity issues. Often, when students and faculty inquiring about whether Jane could help them with their issue found she was on vacation, they preferred to wait for Jane to return.

Jane was our resident expert on anti-virus and anti-spyware tools, and she spent many extra hours staying current on technical issues. In retirement, Jane will be busy with family and friends, especially looking forward to taking care of her grandkids. Jane's son Drew has worked in Networking Systems for many years.

Since she stepped away from technical support work here, she's been troubleshooting her new Bluetooth printer and her new DSL setup; she just can't seem to get away from this stuff. She also plans on making frequent visits to "the best place on Earth: Hawaii." And she's dipping a toe there even now.... Boogie board on, Jane!

- Chris Lundin
Client Support; Help Desk Services

Michael Dimaano passed a major milestone. On June 19 Mike stood with 1,338 individuals representing 96 countries to become a United States citizen.

Congratulations Mike!

- Steve McLenegan
Client Support; Help Desk Services

its in bits welcomes more detailed employee news submissions from all staff. Please submit to itsinbits-submissions@lists.stanford.edu

Ed. Note: Beginning with this issue, its in bits will include a quick tip from the Admin Team in this section.

Did you know that in order to comply with IRS rules, requests for reimbursements need to be submitted in iOU and fully approved within 60 days from the date of purchase or event?

Otherwise, the money you receive as reimbursement will be taxable as income.

Tech Briefings

Fridays
2–3:30 p.m.

Turing Auditorium

July 13: What's New From Apple

Wyn Davies will demo and talk about new Apple products.

July 17 (Tuesday): Microsoft Office 2007

Shane Devenshire (Mentor Training) will be here to demonstrate the newly updated office suite from Microsoft: Office 2007.

Shane is one of only 40 Microsoft-designated MVPs in Excel. He has authored and co-authored dozens of books and articles on Excel and Access. Shane has been consulting and teaching for over 20 years and consistently delights customers and classes with his extensive knowledge. If it can be done, Shane will know how to do it.

Please note the special day for this presentation.

Tech Express

12–1 p.m.
Turing Auditorium

July 31: Using Open Source Software and Other Freebies

Check the Tech Express home page for future sessions and to subscribe to the mailing list.

Upcoming Tech Training classes of interest to IT Services staff.

Mon, July 9, Mac OS X Fundamentals, 1:30–4:30, $150

Tue, July 10, Access Level 1, 9:00–4:00, $275

Tue, July 10, Dreamweaver Lite, 1:00–4:30, $150

Wed, July 11, Excel Level 2, 9:00–4:00, $275

Wed, July 11, OrderIT Site Training (formerly IT Services Site Training),
1:00–4:30, Free

Wed, July 11, Sundial Tips and Tricks, 1:00–4:30, Free

Wed & Thu, July 11 & 12, Photoshop Levels 1 and 2, 9:00–4:00, $500

Thu, July 12, Word Level 2, 9:00–4:00, $275

Thu, July 12, Web Design Level 1: The Basics, 1:00–4:30, $150

Mon, July 16, Excel Charting form A to Z, 8:30–12:00, $150

Mon, July 16, FileMaker Pro Level 3, 9:00–4:00, $275

Mon, July 16, Introduction to ReportMart1, 1:30–4:30, Free

Tue, July 17, Excel Level 1, 9:00–4:00, $275

Tue, July 17, Adobe Acrobat: The Basics of Using the Full Version, 1:30–4:30,
$150

Wed, July 18, Access Macros, 9:00–4:00, $275

Wed & Thu, July 18 & July 19, InDesign Levels 1 and 2, 9:00–4:00, $500

Wed, July 18, Podcasts: Creating Audio Podcasts at Stanford, 1:30–4:30,
$150

Thu, July 19, PowerPoint Level 1, 9:00–4:00, $275

Thu & Fri, July 19 & July 20, Dreamweaver Levels 1 and 2, 9:00–4:00, $500

Sign up at http://axess.stanford.edu.

Classes with low enrollment may be cancelled one week in advance. More information on courses, registration, and training is available at the Technology Training Services site.

- Nancy Baumann
Technology Training Services

There were two new job postings for IT Services this week.

Req# 25893: Service Desk Analyst, 100% FTE, continuing position, 4P1, Vicki Hallet, hiring manager.

The Service Desk team receives, reviews, corrects, completes, and forwards customer-originated orders for all IT services to the various IT Services fulfillment groups. Orders are received through a variety of methods: the Order IT web site (departments), the My IT Services (student) web site, the 5-HELP phone line, and online HelpSU (Remedy queue) requests.

Req# 25940: Technical Analyst, 100% FTE, continuing position, 4P2, Jason Cowart, hiring manager.

The incumbent works to perform technical computing support and information systems analysis requiring in-depth knowledge and experience in consulting, training, and support skills. Working primarily from requests submitted via Remedy ARS, the incumbent will assist faculty, staff, students, and other members of the University community in using technology to access University resources , and in using Stanford-supported desktop applications.

To view the complete listings or to apply for a position, visit the StanfordJobs web site at: jobs.stanford.edu.

There are other open Information Technology positions at Stanford. To see what other opportunities exist on campus, link to the full list of all open IT positions at Stanford

"Your very silence shows that you agree."

- Euripides

iPhone and Stanford

The Apple iPhone launched on Friday, June 29, amid almost unprecedented demand. A number of our campus customers have also been clamoring for this new device, and have been phoning and writing the Service Desk asking about it.

AT&T and Apple's initial sales strategy is to make the iPhone available to retail clients only. That is, it is available only through personal purchase (online or at an AT&T or Apple Store). Stanford, as a "business client," cannot order iPhones at this time. AT&T and Apple tell us that towards the end of this year they will allow business clients to purchase iPhones and distribute them to their employees.

Presently, even if you buy an iPhone on your own, AT&T won't allow you to migrate your device to your Stanford business phone number. We are working closely with AT&T and Apple to learn how soon Stanford will be able to purchase these phones.

IT Services is setting up a cross-functional committee, to be led by Sam Steinhardt. The committee will include staff from the voice and networking groups, the Help Desk, CRC, Architecture and Strategy, the Training, Documentation, and Storage groups. They will test the new devices and investigate their capabilities and support implications.

We believe that the iPhone technology can be key to our Work Anywhere and Advanced Voice Services projects. We'll update you in a future issue of itsinbits on this emerging initiative.

To learn more about the iPhone, visit http://www.apple.com/iphone/.

- Suzanne Schiessler
Shared Communication Services; Order Management

2007 Client Satisfaction Survey Results

Since November 2003, IT Services has conducted annual satisfaction surveys. The most recent survey was completed in April of 2007. Each year, we ask a sample population of faculty members, undergraduate and graduate students, and administrative staff to complete the survey. The survey's purpose is to:

• Find out how clients rate services and support provided by IT Services
• Ascertain factors that contribute to client satisfaction or dissatisfaction
• Give clients a voice to influence IT Services priorities and potential initiatives

Our ultimate goal is to provide an excellent client experience that supports the teaching, learning, research, and business needs of the Stanford community.

This year, we received responses from approximately 490 faculty, staff, and students. As Bill discussed at the June 2007 Town Hall, our top ten ratings are (6 point scale, 6 = very satisfied):

• 5.11 Keeps the IT systems it provides up and running
• 5.02 Availability of wired network
• 5.01 Reliability of wired network
• 4.94 Stanford's network overall
• 4.94 Symantec/Norton Antivirus
• 4.92 Provides services that are valuable to you
• 4.91 Timeliness of security software updates
• 4.91 High-speed (gigabit) access to other univiersities
• 4.86 Delivers promised services on a timely basis
• 4.85 IT Services services as a whole

A PDF containing an overview of results, results to all questions (excluding written comments), the survey questions, and methodology is available.

- The 2007 Client Satisfaction Survey Team

Winter Closure

Well, it's the middle of summer so it's time to talk about Winter Closure :-) Stanford plans to shut down to the fullest extent possible during the last week of December 2007. The University will be closed from Monday, December 24, 2007 through Wednesday, January 2, 2008. The University will re-open with the start of business on Thursday, January 3, 2008. During the 2007 Winter Closure period, the following dates have been designated as University holidays:

• Monday, December 24, 2007
• Tuesday, December 25, 2007
• Tuesday, January 1, 2008

Except where operations must continue, all areas of the University are asked to close down the week of December 24, 2007. For areas that close for the entire period of December 24, 2007, through January 2, 2008, the University will provide one additional day off with pay.

IT Services has designated Wednesday, December 26, 2007 as the additional day off with pay for our organization. This is already noted as such on your Sundial calendar.

We are commmunicating now to help as you plan your vacations and days off through the end of the year. We will follow up with more specific information as the time draws nearer.

The complete list of the official University 2007 paid holiday schedule is available.

- Nancy Ware
Planning & Communication

Stanford Summer Jazz Concerts

The Stanford Jazz concerts are underway. There are 33 concerts this summer with a variety of venues and times. There are also free concerts at noon in White Plaza.

Information and tickets are available at the Stanford Jazz Festival site.

- The Editors

Employee Referral Program

Participate in the Information Technology Services' referral program. If you are an eligible employee and make a referral, your name will be placed in a hat for a monthly $50 drawing regardless of whether your referral is the successful candidate. In addition, if your referred candidate is hired into an open IT Services position, you will earn a $2,000 bonus. Contact HR if you would like more information.

Bryan Wear and Steve Quejada were winners of the most recent $50 drawings.

- Nilda Bonet
IT Services; Human Resources

A regular summary of IT business, news about personnel, and pointers to other information of interest to IT Services staff. Coordinated, compiled, and published by the Communication Strategy and Standards Team. its in bits is published on the first and third Wednesday of the month.

Submissions are due by Noon on the Friday before the scheduled issue, to itsinbits-submissions@lists.stanford.edu for consideration. its in bits is distributed via email to its-all-staff@lists.stanford.edu and the subscription list itsinbits-subscribers@lists.stanford.edu People outside of IT Services can self-subscribe via mailman.

The next its in bits will be published on Wednesday, July 18, 2007.