IT Service Center - Staff | Office of Information Technology

IT Service Center - Staff

Last Updated: 05/26/2016

ITSC Job Titles and Definitions

ITSC Manager, LeCarla Gilmere

  • Manages a team of IT analysts and team leads while executing the operational and tactical plans of the support center and satisfying customer and business needs. The ITSC manager has the responsibilities of recruiting and/or hiring, monitoring and managing performance, monitoring and reporting metrics, and ensuring that SPE process are followed and customer service goals are met.

ITSC Team Leads, Nathan Long and Guillermo Rodriguez

  • These technical support professionals oversee the day-to-day activities of the ITSC student analysts. They also serve as the communication link between the team and the manager, as a coach to the student analysts, and are often the first point of internal escalation within the IT Service Center.

ITSC Student Supervisor, Danny Cantu

  • Supervises the team of IT student analysts and has the responsibilites of recruiting and/or hiring, coaching and monitoring performance. Danny also performs the day-to-day activities of the ITSC knowledge, processes, tools and scheduling to ensure the highest Customer Satisfaction rate.

ITSC Student Analysts

  • Process customer inquiries, such as incoming calls, email and provide walk-in support. They are expected to provide answers to common questions, perform routine procedures in order to resolve a high percentage of inquiries, and route more-complex issues to a higher level of OIT support.

ITSC Team

 Lecarla Gilmere

IT Service Center Sr. Manager
Danny Cantu Danny Cantu

ITSC  Student Supervisor

Graduated from CU Boulder May 2012- BA in Communication.

Cert: HDI, ITIL Foundations.

Nathan Long

Nathan Long

ITSC Team Lead

Graduated from CU Boulder May 2014- BA in International Affairs

Guillermo Rodriguez

ITSC Team Lead

Major: Computer Science

I love technology and love the opportunity to help in a field I am knowledgeable in. I spent a lot of time working on game, web, and voice servers for communities and always looking to expand my knowledge!

Hobbies: Gaming, Programming, and Server Management (no really)

Lee Pappas

Student Analyst

Major: Biochem

Hobbies: Rubik’s cube, Drawing, Reading/writing Fantasy novels

Andy Chuong

Student Analyst

Major: Computer Science

Hobbies: working on cars and fishing

Brian Kidd

Student Analyst

Major: Computer Science

Hobbies: Snowboarding, Rafting, Mountain Biking, Climbing

Owen Mclaughlin

Student Analyst

Major: International Affairs

Hobbies: Model United Nations, building computers, banjo, cartography

Aaron Vogler

Student Analyst

Major: Computer Science

Hobbies: I enjoy playing and listening to music, cooking, and creating Arduino programs.

Pierce Doogan

Student Analyst

Major: Computer Science, aspiring to be a C.E.H. 

Hobbies: Danced for 4 years competitively and now do so as a hobby, building computer systems (obviously), leather working, martial arts, volunteering for my family's special needs foundation.



 

Christian Soto

Student Analyst

Major: Computer Science  Minor: Political Science 

Hobbies: Traveling to the beach, going snowboarding and camping.

Alejandro Lopez-Hofer

Student Analyst

Major: Computer Science

Hobbies: playing Basketball and Soccer. I also enjoy working with computers and troubleshooting on them!

 

Jessica Elizabeth Masson

Student Analyst

Major: Double Major in Studio Arts and Music, Minor in TAM

Hobbies: Running, Video Games, Knitting.

Phoenix Taylor-Carter

Student Analyst

Major: Open Option

Hobbies: hiking, video games, contemplating

Jacob Bloom

Student Analyst

Major: Computer Science

Hobbies: I love singing--especially jazz. And web design is my passion. I indulge in cartoons more often than I should.

Chase Waller

Student Analyst

Major: Marketing

Hobbies: running, hiking, and board games.