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Advanced Support

WHO WE ARE

The Advanced Support team assists campus users and ITS units with preventing, investigating and resolving problems with ITS-supported systems and applications. Our team consists of specialists from several diverse areas. This allows us to be proficient across areas, systems and applications supported by ITS.

What We Do

TROUBLESHOOT

Our team members handle incidents reported by business units or end users, including any issue that is not easily remedied by an initial ITS Service Desk inquiry. We also tackle highly complex technical problems with financial, human resources, academic, administrative, research and other enterprise applications.

DOCUMENT KNOWLEDGE

Our team develops internal and public documentation on setups, configurations, steps and processes for ITS systems. We also add documentation to the ITS Knowledge Base to assist the Service Desk and campus users with future incidents.

TEST FOR IMPACT

Our team performs test plans for enterprise applications. These tests identify unintended consequences or conflicts within or across WVU systems for both patches and applications being implemented by ITS.

We provide solutions, conferring with others as necessary to meet clients’ needs. Advanced Support will handle any issue that is not easily remedied by an initial Service Desk inquiry.

The team also documents how issues are resolved. If the incident is ongoing and affects multiple clients, we will lead a push to develop a permanent fix.

We're also available to any group in need of any type of testing or project assistance. Whether it is a new application, feature request, patch repairs or something else, we can help.

Our Team

  • Eric Chapman Eric Chapman
  • Kathy Fletcher Kathy Fletcher
  • Roman Olynyk Roman Olynyk
  • Amanda Rittenhouse Amanda Rittenhouse
  • Debra Howdershelt Debra Howdershelt
  • Viji Jagannathan Viji Jagannathan
  • Rob Hastings Rob Hastings
  • Andrew Ballard Andrew Ballard
  • Alan Torres-Kulik Alan Torres-Kulik