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CVRI Computer Support

Service Levels

Business Hours: Monday – Friday, 8 am – 5:00 pm

Report problems via the Help Desk link located on the website:
https://ucsf.service-now.com/ess/get_it_help.do

Contact information for Dennis McGovern, Tony Aumoeualogo and Oliver Guevarra

Computer Support Office: HSE 1285.

Dennis McGovern
   Phone number: 502-1554
   E-mail: dennis.mcgovern@ucsf.edu

Tony Aumoeualogo
   Phone number: 476-8579
   Pager: 443-2888
   E-mail: tony.aumoeualogo@ucsf.edu

Oliver Guevarra
   Phone number: 476-2240
   E-mail: oliver.guevarra@ucsf.edu

Service Parameters
CVRI faculty (generally in CVRI space including Laurel Heights), Pulmonary Division (excluding clinics), and Adult Pulmonary Function Lab. No support is available for SFGH or VA sites. Postdoctoral fellows in laboratories request service through their PI or lab manager.

Response Time
Priority 1 requests will be responded to within 1 working hour.

Priority 2 requests will be responded to within 6 working hours.

Desktop Support:
Priority 1:

Desktop computer is disabled to extent that the end user cannot function or perform the basic tasks required for the position. The source of the problem may be hardware, software, the network or a server. For Priority 1 service requests, the technician responds within one working hour to determine the cause and commences work on the solution.

Priority 2

Desktop computer is disabled to the extent that the end user cannot perform all of the tasks required for the position, but is able to perform other tasks. (Example: unable to access e-mail). The source of the problem may be hardware, software, the network or a server. For Priority 2 service requests, the technician responds within 6 working hours of the initial call to determine the cause and commences work on the solution.

Priority 3

Priority 3 jobs are those in which the computer is functioning but upgrades or preventive maintenance needs to be scheduled. Examples are installing software or setting-up a new computer. The technician will schedule work within one week and will complete the work within the constraints of responding to Priority 1 and 2 requests.

Check Status of request on Help Desk
You are able to check the status of your work order by logging on the Help Desk and selecting “View Problem List”.

Isaac Sato
   Computing Resource Manager
   isaac.sato@ucsf.edu