TO: All Employees
FR: David Chun, Associate Vice President/Chief Information Officer
I wanted to share some changes we are implementing to the campus Information Technology (IT) service model. These changes are being made based on valuable feedback we have received from many of you regarding the need for improved accessibility and a clear support structure for the IT Help Desk.
The IT Help Desk has relocated from its former location in Schulz Library to the 1st floor of Salazar Hall. This move allows the help desk to share space with the Seawolf Service Center, resulting in enhanced accessibility for faculty, staff and students who will be able to find both services conveniently located in a single location. We are looking forward to sharing more information in the coming weeks about self-service lockers near the entrance to Salazar that will allow campus to conveniently pick up and drop off equipment anytime in an effort to expedite service. We will also be launching a new chatbot integrated with our service ticketing system that will give users more timely interaction with their technical needs.
In addition to the physical change in location for the walk-in support area of the help desk, we are making some updates to the service delivery model. We have grouped campus departments into four service areas and each area will have a dedicated IT Service Representative. The service representative will partner with those units in their service area portfolio to understand their unique needs and provide timely support to resolve any IT issues that arise. Furthermore, the service representatives will serve as liaisons between their assigned units and other IT teams such as the Enterprise Applications, Technology Infrastructure, and/or Project Management. This structure aims to improve communication and streamline the support process.
To assist you in reaching out to the appropriate IT partner or accessing the general support services, please refer to the chart below for an overview of the new structure:
| Service Area Representative | Service Area |
| Jon Byers Voice/Text: 707-664-4356 Email: byers@sonoma.edu |
Office of the President, Administration & Finance
|
| Chris Corwin Voice/Text: 707-664-4368 Email: chris.corwin@sonoma.edu |
Academic Affairs - Instructional
|
| Lloyd Dowell Voice/Text: 707-664-3594 Email: dowelll@sonoma.edu |
Academic Affairs - Other Units
|
| Active Recruitment [units in this position’s portfolio will initially be supported by other the other Service Area Representatives and Help Desk personnel while the position is under recruit] |
Student Affairs, University Advancement, Enrollment Management, GMC and Police Department |
For all your IT support needs, we encourage you to create a service request online at https://help.sonoma.edu/, email the help desk at helpdesk@sonoma.edu or call 707-664-HELP.
Our IT Help Desk Manager, Jestina Casas, can be reached at 707-664-3153 via voice or text, and her email address is casasj@sonoma.edu.
Lastly, please note that the support for Academic Technology will not change and related services will continue to be supported by Center for Teaching & Education Technology (CTET), ensuring specialized assistance in this area. CTET can be reached by calling 707-664-2659 or by emailing ctet@sonoma.edu. You may also submit a classroom technology support request at https://ctet.sonoma.edu/get-