ITSS Critical Processes and Teams


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We have defined four critical processes which identify what we need to do in order to effectively accomplish our mission. The first three critical processes described below relate to delivery of high-quality technology solutions to our customers. The fourth process recognizes the importance of ongoing resource management to ensure that those solutions remain available, affordable, up-to-date and effective.

  • Provide the infrastructure and other facilities necessary for effective use of technology in support of the campus mission.
    • high-speed, reliable and secure network
    • state-of-the-art telephone system
    • centralized computing systems for communication, computation, and data management
    • quality high-technology classrooms, research tools, and computing laboratories
  • Provide the support services needed to empower our faculty, staff, and students to make the most of available technology solutions.
    • help desk
    • information resources
    • training services
    • computer repair center
    • data entry
    • application programming and consulting
  • Provide technology leadership.
    • Research emerging technologies to enable us to be proactive and innovative in a changing environment.
    • Provide leadership and planning to make UMD a leading follower in the use of emerging technologies.
  • Manage staff, facilities, services, and financial resources, seeking continuous improvement in all areas.

ITSS Teams: Missions and Membership

ITSS Teams provide support for our critical processes, and in some cases there are multiple teams per process. All of our teams are listed below followed by a brief statement of individual team mission and the team membership list.

Accounting Team - (email: accteam)

Mission: Ensure responsible accounting, billing, and reporting of all ITSS funds in compliance with University fiscal policies and procedures.

  • Chuck Bosell - sponsor
  • Annie Thors - leader
  • Kathy Wilson

Classroom Team - (email: crteam)

Mission: Ensure access to a wide variety of classroom equipment and services in support of instruction at UMD.

  • Bruce Reeves - sponsor
  • Sarah Paro - leader
  • Laura Carlson
  • Mary Olson-Reed
  • Karl Oman
  • Student representatives

Desktop Support Team - (email: dtteam)

Mission: Improve planning and delivery of desktop support services for UMD faculty, staff and students, helping them to be successful and independent in their work with electronic information and computing applications.

  • Sally Bradt - sponsor
  • Jay Knute - leader
  • Brennan Atchison
  • Adem Hunter
  • Mandie Johnson
  • Brittany Meyer-Madges
  • Becky Nelson

Educational Technology & Training Team - (email: trteam)

Mission: Provide support for faculty, enabling them to use technology to enhance teaching, learning, and research as well as encouraging them to model effective and ethical use of technology for their students.

  • Bruce Reeves - sponsor
  • Amanda Evans - leader
  • Laura Carlson
  • Kara Hanson
  • Mandie Johnson
  • Kristin Riker-Coleman
  • Becky Nelson
  • Qi Zhang

Enterprise Systems Team - (email: esteam)

Mission: Support and improve campus and department requests for information, training and reporting which use University legacy and enterprise systems as the reference for source data.

  • Kevin Wu - sponsor
  • Wendy Caveny - leader
  • Daniel Cheruiyot
  • Aaron Richner
  • Stacy Schweikert
  • Debbie Wing

HelpDesk Team - (email: hdteam)

Mission: The ITSS Help Desk is the primary contact for the information technology problem reporting and technical assistance needs of the UMD campus community. The Help Desk serves as a liaison between our customers and the ITSS technical staff, monitoring and coordinating solutions to customer needs. Help Desk staff strive to ensure customer satisfaction by providing prompt, courteous, and effective support.

  • Sally Bradt - sponsor & leader
  • Adem Hunter
  • Brittany Meyer-Madges
  • Sarah Paro

Management Team - (email: mgtteam)

Mission: Effectively and efficiently plan, organize, direct, and control organizational resources in pursuit of organizational goals. Pay special attention to our most important resource, our staff members.

  • Jason Davis - sponsor / leader
  • Sally Bradt
  • Chuck Bosell
  • Bruce Reeves
  • Kevin Wu

Phone/Network Team- (email: pnteam)

Mission: Provide and maintain quality telecommunications and network products and services. Provide the campus wire and fiber backbone; the technical services related to the telecommunications area; the connectivity to the telephone and computing equipment in offices, residence halls, and remote sites; and long distance phone service.

  • Chuck Bosell - sponsor
  • Trish Crace
  • Lynn Gilberg - leader (pnteam)
  • Matthew Johnsted
  • Ken McMillan
  • Karl Oman
  • Mark Shetka - leader (netgroup)

Security Team (email: secteam)

Mission: Address the many security concerns ranging from systems, network, end user workstations, credit card processing, and forensics. Recommend and evaluate policy and procedures, establish preventative techniques, and manage incident detection and response.

  • Jason Davis - sponsor
  • Sally Bradt - leader
  • Tim Biles
  • Scott Hollatz
  • Justin Keppers
  • Mark Shetka
  • Kevin Wu

Student Computing Team - (email: scteam)

Mission: Design, implement, manage and improve ITSS funded student computing areas, which include Macintosh and Windows full access labs, and Sun, Windows and Macintosh general access computing areas. Assist in the daily management of and develop policies and procedures for these areas.

  • Bruce Reeves - sponsor
  • Sarah Paro - leader
  • Nancy Hanson
  • Greg Mattsen
  • Brittany Meyer-Madges
  • Student representatives

Student Supervision Team - (email: ssteam)

Mission: Provide support for ITSS supervisors of student employees, including producing written material to clarify the roles of student employees and the policies and practices of student supervision. Promote the most efficient and equitable environment for students to provide excellent service and benefit from a great work experience.

  • Bruce Reeves - sponsor
  • Mary Olson-Reed - leader
  • Lynn Gilberg
  • Adem Hunter
  • Mandie Johnson
  • Brittany Meyer-Madges
  • Karl Oman
  • Sarah Paro
  • Aaron Richner
  • Annie Thors
  • Kathy Wilson

Systems Team - (email: systeam)

Mission: Ensure access to computing resources for the UMD campus community. Provide an accessible and standardized set of system services by utilizing open-architecture and highly-integrated server platforms. Support distributed databases, high-speed computing, distributed printing, and other large-scale services with high-speed access by using a variety of compute servers. Balance security and access to these systems for the UMD campus community.

  • Kevin Wu - sponsor/leader
  • Tim Biles
  • Wendy Caveny
  • Nancy Hanson
  • Joanna Helder
  • Scott Hollatz
  • Justin Keppers
  • Greg Mattsen
  • Matt Zagrabelny

TechCenter Team - (email: tech-staff)

Mission: Improve process and delivery of TechCenter services: computer service and repair; help desk (phone and on-site); classroom and student computing lab technology support; computer imaging and management; and general technical support.

  • Sally Bradt - sponsor
  • Aaron Caveny - leader
  • Adem Hunter
  • Brittany Meyer-Madges
  • Sarah Paro

Web Team - (email: wwwteam)

Mission: Develop, and facilitate development of accurate, well organized, and accessible technical documentation and other written information in support of ITSS and other UMD organizations.

  • Sally Bradt - sponsor
  • Mandie Johnson - leader
  • Brennan Atchison
  • Laura Carlson
  • Scott Hollatz
  • Andy Manteuffel
  • Bruce Reeves
  • Aaron Richner