Workplace Technology and Infrastructure Services

Executive Director: Brett Pollak

Workplace Technology and Infrastructure Services supports UC San Diego campuswide IT services for faculty, staff, and students. Through integrated software as a service platforms, we provide support, consulting and training so you get the most out of our supported tools.

Our major services and systems include:

• Hybrid-Cloud Infrastructure: Management of a scalable, secure hybrid-cloud environment that supports enterprise servers and workloads, ensuring high availability and performance.
• Data Analytics and Reporting: Administration of the enterprise data warehouse and associated platforms (Cognos, Tableau) for robust reporting and analytics.
• Endpoint Management and Field Support: Proactive device lifecycle management and hands-on technical support for ITS-supported departments.
• Enterprise Service Desk: Centralized tier 1 support and call center for all IT Services offerings.
• Collaboration and Communication Tools: Oversight of Microsoft 365, Google Workspace (G-Suite), Docusign, Zoom, and Qualtrics for secure, efficient communication and document management.
• Web and Content Management: Enterprise website content management via the Hannon Hill Cascade Server.
• Case Management and Workflow: Deployment and management of ServiceNow for efficient case tracking, incident resolution, and workflow optimization.
• Mobile Engagement: Development and support of the UC San Diego mobile app for on-the-go access to essential campus services and information.

Business Intelligence & Analytics

Team Lead: Judy White

The Business Intelligence & Analytics team enables reporting and analytics by curating data from multiple domains into a consolidated enterprise data warehouse. The BIA team trains analysts and report writers across campus to develop advanced analytics to support business operations and data-driven decision-making.

Campus Platform Technologies

Team Lead: Allisa Becker

Campus Platform Technologies support campuswide services including Web Content Management, Case Management, Enterprise Document Management, and cloud platforms for surveys, research data collection, electronic signatures, and lightweight form development. Major platforms under this domain include ServiceNow, Hyland OnBase, DocuSign, Qualtrics, Atlassian Tools, LucidChart, Kuali Build, Hannon Hill Cascade Server, and SharePoint.

Endpoint Management

Team Lead: Parrish Nnambi

Endpoint Management provides end-to-end procurement, imaging, distribution, support, and disposal of computer and peripheral equipment for ITS-supported units. A suite of Endpoint Management tools is available for academic units to manage their supported hardware. In addition, the team provides computer software purchasing and license management.

Enterprise Service Desk

Team Lead: Chuck Rose

Enterprise Service Desk provides tier 1 and 2 support for all department services. The Service Desk can be contacted through a central call center, the Services & Support web portal, as well as walk-up locations at Applied Physics & Mathematics and Torrey Pines Center South.

Hybrid Cloud Infrastructure

Team Lead: Nathalie Gholmieh

The Hybrid Cloud Infrastructure team provisions and optimizes UC San Diego’s hybrid-cloud and legacy platforms, ensuring secure, scalable, and cost-effective support for core administrative, operational, analytic, and instructional workloads. They implement CI/CD pipelines, data integrations, and disaster recovery, enforce security and compliance standards, negotiate vendor contracts, and provide monitoring, backup, and scaling solutions.

Messaging & Collaboration Services

Team Lead: Erik Strahm

Messaging & Collaboration Services supports the campus email and messaging platforms, and provides outreach, training, and support for collaboration tools associated with these services. Major software packages include the Microsoft 365 Environment, Google Workspace, and Zoom videoconferencing service.

Service Operations

Team Lead: Jeno Bonetti

Service Operations enacts three key processes: Change Management, Problem Management and Emergency/Major Incident Management. Oversight of these areas ensures changes to production services are approved and well-vetted, improves services in incremental ways and manages high-impact events. Service Improvement identifies operational improvements, potential synergies, and efficiencies.