Technology Support Services

What is TSS?

Welcome to your one-stop shop for desktop and mobile device support for university equipment!

Technology Support Services (TSS) is the team that supports a wide range of campus technologies such as audio visual equipment, desktop machines, and mobile devices. Previously Campus Partners and Classroom Support, TSS technicians are the on-the-ground troops doing classroom calls across the University. We work hard to be the best support team on campus and enhance each other’s strengths with the StrengthsFinder 2.0 Methodology.  

Currently, TSS supports around 67 percent of learning spaces as the Tier 1 first responders (FRs) but also 100 percent of learning spaces as Tier II and III. TSS also supports 95 percent of administrative areas at Miami.

This means that no matter where you are, there’s a very good chance that your support will be provided by TSS.

The rallying cry of TSS is the same as the rest of IT Services: We don’t know it’s broken if you don’t tell us! Help us help you—call IT Help.

Meet the Team

The TSS group used the StrengthsFinder 2.0 assessment to determine their main strengths as team members.

Ricki Davidge

Manager of Technology Support Services

Ricki has been working at Miami since 1989 and has been in the IT industry for over 25 years.  She has been in a client support role most of her career here at Miami.

Ricki Davidge

She started out as a support person, conducting stand-up training and fixing computer issues. From there, in July 2009, she moved into the role of manager and has grown the TSS group from an organization supporting only a few administrative offices to its now robust incarnation: TSS supports 95 percent of administrative offices, approximately 500 learning spaces, some athletic events, and other special events across campus (such as the Board of Trustees meetings).

Education: Bachelor of Science in Graphics and Multimedia, Associates Degree in Business Administration

Interests: She enjoys anything outdoors (boating, camping, or gardening to name a few), her family, and animals.

Top strength: Positivity

Jake Harrison

Senior Technical Support Analyst

Jake has worked at Miami since 2001 and has been in the IT industry for over 10 years.

Jake Harrison

He oversees and monitors quality assurance as it relates to the TSS Team. He provides expert advice and technical support for handling user support requests and incidents. This includes coordinating the performance of support staff with metrics and providing staff with the guidance, training, and technical support needed to effectively troubleshoot and solve complex technical issues. He implements service improvements documents solutions optimizing departmental effectiveness and works to provide excellent service and support.

Jake Harrison is always knowledgeable about issues and willing to go above and beyond to solve them.

Education: Bachelor of Science in computer information and management, Certified Computer Examiner, The International Society of Forensic Computer Examiners®.

Top strength: Executer

Check out Jake's IT staff profile from the October 2018 newsletter!

David Carter

Support Analyst III

David has been working at Miami since 2010 and has been in the IT industry for over 12 years.

David Carter

He provides Tier III technical support to clients (remotely or in the field) by identifying, troubleshooting, and resolving requests for hardware and software, audio-visual, and networking issues. David functions as a resource and assists other TSS staff, providing ongoing guidance to the clients and support team. He often solves complex technical issues and recommends service improvements. David serves as a backup to Jake Harrison when he is unavailable and also directly supports Miami’s president, Greg Crawford; the vice president for finance and business services, Dr. David Creamer; the provost, Phyllis Callahan; and many other VIPs across the Oxford campus. Clients have said David provides outstanding service.

Education: A+ and Net+ Certified working toward a Bachelor of Science in information technology

Interests: He loves backpacking/hiking, and he even spent a season living in Yellowstone National Park.

Top strength: Empathy

Ricardo R Maduro

Support Analyst II

Ricardo has been in the IT industry as a programmer analyst, database programmer, and support analyst for 25 years.

Ricardo Maduro

He provides Tier II technical support to clients (remotely or in the field) in their use of technology, including software, hardware, audio-visual, and networking issues. He is also a resource, as he assists others on the TSS  team and works on complex issues, identifying potential areas that may cause future problems. Ricardo works well with faculty and staff but takes great pride in helping faculty members within learning spaces.

Ricardo also assists with the audio setup and presentations for the Board of Trustees meetings and other special events across campus. Some describe Ricardo as always very helpful and note that he goes out of his way to help.

Education: B.S.B.A. in MIS with a minor in computer science from the University of Arizona.

Interests: He is an avid competitive cyclist.

Top strength: Achiever

Pete Macklin

Support Analyst II

Education: Bachelor of Arts in communications from Muskingum University.

Pete Macklin

Pete worked for Comair Airlines at CVG prior to coming to Miami in 2013. He has been in the IT industry for 10 years.

He provides Tier II technical support to clients (remotely or in the field) in their use of technology, including software, hardware, audio-visual, and networking issues. He is also a resource and assists others on the TSS  team. Pete is the TSS go-to guy for recycling computers and deploying new computers across campus. Pete also assists with the audio setup and sound for the Board of Trustees meetings and other special events across campus, such as Commencement.

Interests: He enjoys traveling with family and friends, and he loves working on and driving his classic convertible roadster.

Top strengths: Communicator, Planner

Jonathan Flenaugh

Support Analyst II

Jonathan Flenaugh

Jonathan provides Tier II technical support to clients (remotely or in the field) in their use of technology, including software, hardware, audio-visual, and networking issues. He is also a resource, assisting others on the TSS team and works on complex issues identifying potential areas that may cause future problems.

He has more than six years of extensive experience in supporting computers, networks, and audiovisual equipment. Throughout his career, he has developed an ability to diagnose, troubleshoot and resolve a range of technical issues in a quick and friendly manner.

Education: He is working toward a Bachelor of Science in information technology.

Interests: In his free time, he enjoys traveling and spending time with family.

Top strength: Adaptability

Steven Harvey II

Support Analyst I

Steve has been working at Miami since 2015 and has been in the IT Industry for more than seven years.

Steven Harvey

He provides Tier I technical support to clients (remotely or in the field) by identifying, troubleshooting, and resolving issues for clients in their use of technology, including software, hardware, audio-visual, and networking issues. He is also a resource and assists others on the TSS  team. Steve has experience as a hardware technician on campus, as well. Steve has been described by clients as very prompt, friendly, and able to resolve issues quickly.

Education: Associate's degree in Computer Science, Bachelor of Arts in liberal studies (December 2018)

Interests: He is a very big gamer (card, board, and video games), he enjoys playing games with his kids, and he has an interest in woodworking.

Top strength: Adaptability

Matthew Mauller

Support Analyst I

Matt Mauller

Matt provides Tier I technical support to clients (remotely or in the field) by identifying, troubleshooting, and resolving issues for clients in their use of technology, including software, hardware, audio-visual, and networking issues. He is also a resource and assists others on the TSS team. Matt has been described by clients as very attentive, friendly, and knowledgeable.

Education: Associate of Applied Science in graphic design and multimedia, associate of applied science in information technology support (May 2019).

Interests: He enjoys spending time with family, engaging in various things such as camping, fishing, and sitting around campfires. He has always been the type of person that wants to learn to fix things and make things.

Top strength: Achiever

Tyler Gifford

Support Analyst I

Tyler Gifford

Tyler provides Tier I technical support to clients (remotely or in the field) by identifying, troubleshooting, and resolving issues for clients in their use of technology, including software, hardware, audio-visual, and networking issues. Tyler prides himself as being very friendly and professional, and he is always willing to help where needed. Some describe Tyler as a rock star and a wonderful asset to the TSS team.

Education: Associate's degree in Applied Science, pursuing bachelor's degree in computer information technology.

Interests: His interests consist of playing/listening to music, playing video games, and spending time with loved ones.

Top strength: Responsibility

Contact Us

There are some best practices to follow when you need technology help.

If you have classroom technology issues, the first thing you should do is check the sticker placed near the front of the room. That will tell you who to call. Often, it will tell you to call 513-529-7900 and select Option 9. This will move you up the queue and get you help quickly. For more information about classroom technology support, read about our tech optimization project.

For desktop and mobile device assistance elsewhere on campus, call 513-529-7900 or initiate a live chat session at MiamiOH.edu/ITChat.