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.
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.
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
Senior Support Analyst
David has been working at Miami since 2010 and has been in the IT industry for over 12 years.
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
Senior Support Analyst
Alan has been an IT professional for 14 years, specializing in audio/video systems, event support, and web collaboration. Prior to coming to Miami University, he worked at Cincinnati Bell and Cincinnati Children’s Hospital.
Education: Associates of Applied Science - Computer Electronics Engineering Technology
Interests: He enjoys spending time with his wife and two boys. He also enjoys camping, cooking, and collecting Funko Pops.
Top strength: Relator
Support Analyst II
Ricardo has been in the IT industry as a programmer analyst, database programmer, and support analyst for 25 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, 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
Support Analyst II
Education: Bachelor of Arts in communications from Muskingum University.
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
Support Analyst II
Matt provides Tier II 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
Support Analyst I
Cody 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. Cody previously worked at the University of Cincinnati in the Carl H. Lindner College of Business within a similar position. Cody is also a former Miami student, so when you meet him, welcome him back to the Miami family.
Education: Bachelor of Science in Information Technology
Interests: Spending time with his significant other, traveling, hiking, and trying new food. He also enjoys playing video games.
Support Analyst I
Eric 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. Eric recently worked at the Miami Middletown campus as a student employee assisting with similar technology issues.
Support Analyst I
Branson is an emerging IT professional who brings years of live, studio, and event broadcast experience to bear in providing top-tier, client-focused support for classroom A/V systems. Their naturally curious and inquisitive disposition leads Branson to always go further when working to plan, address, and remediate a wide host of services and issues, from general deskside support to first response care in resolving urgent technology issues, which in turn fuels a constantly improving method of quick resolution and mindful preventative care.
Education: Bachelor of Arts, Media Production and Studies, spec. Media Studies; Dual-Major in Film Production – Bowling Green State University; Associate of Liberal Arts – Chatfield College
Interests: Branson enjoys an eclectic array of interests including delving into topics regarding regional history and folklore, film and film history, literature, and the construction of culture and cultural performance. When they aren’t at home with a good book, Branson can likely be found patronizing one of Cincinnati’s many excellent local theaters.
Support Analyst I
Chris 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. Chris previously worked at Association Technologies as an Application Consultant, providing specialized technical support to nonprofits through iMIS and SQL development, data analytics, and project management, and before that as an IT Support Intern in a similar Tier I role.
Education: Bachelor of Science in Economics, Master of Arts in Economics
Interests: Spending time with his wife and adorable toddler. He also enjoys reading, writing, cooking, and fitness.
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 it on our website.
For desktop and mobile device assistance elsewhere on campus, call 513-529-7900 or initiate a live chat session at MiamiOH.edu/ITChat.
Contact IT Services
