Library Technology Support ("Whom to Call" List)
- Former user (Deleted)
- Keith Engwall
- Former user (Deleted)
Owned by Former user (Deleted)
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}</style><div class="cells-worksheet" data-sheet-number="0" data-sheet-name="Contact Info"><table border="0" cellpadding="0" cellspacing="0" style="border-collapse:collapse;table-layout:fixed;width:628pt"> <colgroup> <col class="x37" style="mso-width-source:userset;background:none;width:135px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:165px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:164px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:87px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:287px"></col> </colgroup> <tbody> <tr style="mso-height-source:userset;height:16pt" id="r0"> <td colspan="5" class="x48" style="height:16pt">Library Technology Support ("Whom to Call" List)</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r1"> <td class="x37" style="height:15.25pt">Note:</td> <td colspan="4" class="x49">This Excel file has 2 sheets: Contact (this page) and Issue List - make sure to print both</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r2"> <td colspan="5" class="x50" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:14.5pt">Legend</td> </tr> <tr style="mso-height-source:userset;height:81pt" id="r3"> <td class="x38" style="height:79.5pt">How to use this list:</td> <td colspan="4" class="x52" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">Scan the issues list for your issue, try contacting primary contact first,<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>if not available, try secondary contact. <br />If neither is available and it's an emergency - call/text Laura or Keith on their cell. <br />If not, email or leave a Teams message for the primary contact so they can take care of it upon return.</td> </tr> <tr style="mso-height-source:userset;height:17pt" id="r4"> <td class="x31" style="height:15.5pt">Contact</td> <td class="x39">Work</td> <td class="x39">Emergency</td> <td colspan="2" class="x39" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">Hours</td> </tr> <tr style="mso-height-source:userset;height:119pt" id="r5"> <td class="x40" style="height:117.5pt">ITS Helpdesk</td> <td class="x41">Location: Library, Room 230 (Main Floor)<br /><br />x4069 | <br /> itshelpdesk@fairfield.edu</td> <td class="x42"></td> <td colspan="2" class="x55" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext"><a href="https://www.fairfield.edu/about/leadership-offices/departments/information-technology-services/services/support/index.html" target="_parent"><span style="font-size:12pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Mon-Thur: 7:45 AM - 7:30 PM | <br />Friday: 7:45 AM - 5:00 PM, | <br />Sunday: 4:00 PM - 8:00 PM. </span></a></td> </tr> <tr style="mso-height-source:userset;height:34pt" id="r6"> <td class="x40" style="height:32.5pt">Keith Engwall (KE)</td> <td class="x43">x2651 | kengwall@fairfield.edu</td> <td class="x43">Cell# 1(248)606-7294</td> <td colspan="2" class="x57" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">M-F Usually 9:00 - 5:00 (WFH Thurs)</td> </tr> <tr style="mso-height-source:userset;height:48pt" id="r7"> <td class="x40" style="height:46.5pt">Stagcard Office</td> <td class="x44">x4009 |<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>stagcard@fairfield.edu</td> <td class="x43"></td> <td colspan="2" class="x44" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">M, W, Th: 8:30 AM - 4:30 PM | <br />Tues: 10:00 AM - 6 PM | <br />Fridays (Summer): 8:00 AM - Noon</td> </tr> <tr style="mso-height-source:userset;height:34pt" id="r8"> <td class="x40" style="height:32.5pt">Ryan Business Systems</td> <td class="x43">1(860)842-1916</td> <td class="x45"></td> <td colspan="2" class="x45" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">Canon printers. Please specify machine ID (see sticker)</td> </tr> <tr style="mso-height-source:userset;height:51pt" id="r9"> <td class="x40" style="height:49.5pt">CBS (CT Business System)</td> <td class="x43">Service: 1(800)648-4236 Supplies: 1(800) 842-0009</td> <td class="x45"></td> <td colspan="2" class="x43" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext"> (student copier) Please specify machine ID (there's a sticker on copier)</td> </tr> <tr style="mso-height-source:userset;height:34pt" id="r10"> <td class="x46" style="height:32.5pt">EMS (Bridget Dalen)</td> <td class="x44">x2904 | <br />bdalen@fairfield.edu</td> <td class="x45"></td> <td colspan="2" class="x43" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">M-F<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>Usually 9:00 - 5:00</td> </tr> <tr style="mso-height-source:userset;height:48pt" id="r11"> <td class="x44" style="height:46.5pt">Media Center (Kirk Anderson)</td> <td class="x47">x3082 | <br />kaanderson@fairfield.edu</td> <td class="x45"></td> <td colspan="2" class="x43" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">The Media Center provides video and audio production services, event support, and A/V technology design and instruction. Email us or give us a call 203-254-4000 x2697</td> </tr> <tr style="display:none"> <td style="width:101.25pt"></td> <td style="width:123.75pt"></td> <td style="width:123pt"></td> <td style="width:65.25pt"></td> <td style="width:215.25pt"></td> </tr> </tbody></table></div><div class="cells-worksheet" data-sheet-number="1" data-sheet-name="Issue List"><table border="0" cellpadding="0" cellspacing="0" style="border-collapse:collapse;table-layout:fixed;width:697pt"> <colgroup> <col class="x20" style="mso-width-source:userset;background:none;width:160px"></col> <col style="mso-width-source:userset;width:245px"></col> <col span="2" style="width:90px"></col> <col style="mso-width-source:userset;width:345px"></col> </colgroup> <tbody> <tr style="mso-height-source:userset;height:30pt" id="r0"> <td class="x18" style="height:28.5pt;width:120pt">Issue</td> <td class="x18" style="width:183.75pt">Issue Details</td> <td class="x18" style="width:67.5pt">Primary Contact</td> <td class="x18" style="width:67.5pt">Secondary Contact</td> <td class="x18" style="width:258.75pt">Note</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r1"> <td rowspan="2" class="x58" style="border-right:1px solid windowtext;height:31.25pt">Labs</td> <td class="x22">Public Computers (main floor, café, 250)</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r2"> <td class="x22">Lab 114</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:45pt" id="r3"> <td class="x21" style="height:43.5pt">EMS (Room Reservations)</td> <td class="x23">All issues with EMS reservation system: public reservation kiosks, login issues to EMS, etc</td> <td class="x24">EMS</td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r4"> <td rowspan="7" class="x61" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:138.5pt">Rooms</td> <td class="x22">Library Conference room (304)</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r5"> <td class="x22">Virtual Reality Room (326)</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r6"> <td class="x22">Research Consultation Room</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r7"> <td class="x22">107 C</td> <td class="x22"> ITS</td> <td class="x22">KE<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>/ Sylvia (x2234)</td> <td class="x25"><a href="https://wiki.fairfield.edu:8443/x/7oBS" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">https://wiki.fairfield.edu:8443/x/7oBS</span></a></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r8"> <td class="x22">Multimedia 101</td> <td class="x22">ITS</td> <td class="x22">KE</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r9"> <td class="x22">Collaboratories, Grad Study, and Group study rooms A/V</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x25"><a href="https://wiki.fairfield.edu:8443/x/_gGp" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">https://wiki.fairfield.edu:8443/x/_gGp</span></a></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r10"> <td class="x29">Diffley (Bellermine) / Other campus rooms</td> <td class="x29">Media</td> <td class="x28"></td> <td class="x28"></td> </tr> <tr style="mso-height-source:userset;height:75pt" id="r11"> <td rowspan="3" class="x21" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:133.5pt">WEPA Printing</td> <td class="x23">Kiosk down, out of paper, jam (refer all complaints & issues to ITS helpdesk -- nothing we [Library] can do about it)</td> <td class="x23">ITS</td> <td class="x23">If help desk is closed, see note</td> <td class="x23">email:<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>help@wepanow.com and CC wepa@fairfield.edu or call x4069 (WEPA on-call tech usually here Mon-Thu) and refer user to help page https://wiki.fairfield.edu:8443/x/xgHO please Include Kiosk# when reporting issues: see status: http://cs.wepanow.com/000fairfield181.html</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r12"> <td class="x23">student<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>needs refund - contact WEPA directly</td> <td class="x23">WEPA</td> <td class="x23"></td> <td class="x23"> 1-800-675-7639 , help@wepanow.com,<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>or<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>Live Chat at wepanow.com </td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r13"> <td class="x23">how to install WEPA drivers</td> <td class="x23">ITS</td> <td class="x23"></td> <td class="x23">http://support.wepanow.com/category/faqs/ftop-print-driver/</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r14"> <td rowspan="2" class="x61" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:58.5pt">Printers</td> <td class="x22">New Canon Printer: physical issue e.g. need toner / jam / hang</td> <td class="x22">Ryan Business Systems</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r15"> <td class="x22">New Canon Printer: printing issue/questions e.g. how to print to en envelope</td> <td class="x22">ITS</td> <td class="x22">KE</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:45pt" id="r16"> <td class="x21" style="height:43.5pt">Stagcard</td> <td class="x23">for StagPrint, balances, problem w/ Stagcard reader at circdesk, Stagcard machine in Café</td> <td class="x23">StagCard Office</td> <td class="x23"></td> <td class="x23">Leave DETAILED VOICE MESSAGE- YOUR NAME & DETAILS</td> </tr> <tr style="mso-height-source:userset;height:45pt" id="r17"> <td rowspan="3" class="x61" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:89.5pt">Non-Library Owned devices / services</td> <td class="x22">Hardware related issues for personal / university provided devices / phone charger station in the Cafe</td> <td class="x22">ITS</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r18"> <td class="x22">Internet, wireless connectivity, virus and spyware problems</td> <td class="x22">ITS</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r19"> <td class="x22">NetID login, my.Fairfield, Blackboard, Email</td> <td class="x22">ITS</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r20"> <td rowspan="7" class="x21" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:138.5pt">Library Owned Devices</td> <td class="x23">Loaner Laptop / iPad</td> <td class="x23">KE</td> <td class="x23">ITS</td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r21"> <td class="x23">Tech Equipment for Circulations</td> <td class="x23">KE</td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r22"> <td class="x23">Lookup computers</td> <td class="x23">KE</td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r23"> <td class="x23">Staff computers - generic problem e.g. no internet, slow computer, virus, email</td> <td class="x23">ITS</td> <td class="x23">KE</td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r24"> <td class="x23">Staff computers - Library specific issue e.g. Alma, Barcode Scanner</td> <td class="x23">KE </td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r25"> <td class="x33"><a href="https://wiki.fairfield.edu/display/DNLKB/Webcams" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">OWL / webcam</span></a></td> <td class="x23">KE</td> <td class="x23">JN (x2039)</td> <td class="x34">See Wiki for setup and storage information</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r26"> <td class="x23">Staff iPads (all issues)</td> <td class="x23">KE</td> <td class="x23">ITS</td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r27"> <td rowspan="7" class="x30" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:196.5pt">Misc. equipment</td> <td class="x25"><a href="https://wiki.fairfield.edu:8443/display/DNLKB/Scannx+Scanner" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Scannx Scanner</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Support rep from CCP is is Brian Hart, bhart@ccpcopy.com<br />Product manual can be downloaded from Wiki</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r28"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/Gate+Counter" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Gate Counter</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">See Wiki for instructions on checking/replacing batteries</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r29"> <td class="x25"><a href="https://wiki.fairfield.edu:8443/pages/viewpage.action?pageId=18317373" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Microform Equipment</span></a></td> <td class="x22">KE</td> <td class="x22">John C. (x2135)</td> <td class="x22">See Wiki for basic instructions</td> </tr> <tr style="mso-height-source:userset;height:60pt" id="r30"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/Digital+Signage" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Digital Signage (Lobby)</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">For content issue - Mat Blaine (x2925). If not displaying correcting, try rebooting the PC (little black box behind monitor), it should automatically login and startup the digital signage software (may be slow). See Wiki for more details.</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r31"> <td class="x22">2 "Student" Copiers (Xerox) </td> <td class="x22">Sylvia (x2189)</td> <td class="x22">CBS (Vendor)</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r32"> <td class="x22">Phone / voice mail</td> <td class="x22">ITS</td> <td class="x22">Jane (x2648)</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r33"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/Security+Camera" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Security camera</span></a></td> <td class="x22">KE</td> <td class="x22">Public Safety (x4090)</td> <td class="x25"></td> </tr> <tr style="mso-height-source:userset;height:60pt" id="r34"> <td class="x17" style="height:58.5pt">Library Website/Blog</td> <td class="x26">e.g. broken links, typo, wrong hours, forms, library tasks in my.Fairfield</td> <td class="x33"><a href="https://docs.google.com/forms/d/e/1FAIpQLSd9GRux9scCW4N0pYBwyRIEokpfaTe6s7MPrYzMHV-EcvR8yA/viewform?usp=sf_link" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Fill out a ticket</span></a></td> <td class="x23">KE</td> <td class="x35">For non-emergencies, fill out a ticket. If KE isn't available and it's a website-wide emergency, Robert Bove (Director of Website Development, x3128, rbove@fairfield.edu) or ITS may be able to help.</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r35"> <td rowspan="8" class="x58" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:303.25pt">Library Systems</td> <td class="x25"><a href="https://wiki.fairfield.edu/pages/viewpage.action?pageId=40501260" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Alma / PrimoVE</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Ex Libris support: https://support.proquest.com/ </td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r36"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/ILLiad" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">ILLiad</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">OCLC Support: 1-800-848-5800, support@oclc.org<br />John Cayer can reach out to OCLC in an emergency</td> </tr> <tr style="mso-height-source:userset;height:120pt" id="r37"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/EzProxy" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Off-campus access, EZProxy, IP</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Server issue: If EZProxy is down and KE is unreachable, contact ITS with the following server information (hostname: vmw00251, IP: 10.13.6.49, domain: libdb.fairfield.edu), they can check the SSL cert and logs from the messages.txt file in ezproxy.<br /><br />Vendor issue: OCLC Support: 1-800-848-5800, support@oclc.org</td> </tr> <tr style="mso-height-source:userset;height:60pt" id="r38"> <td class="x25"><a href="https://wiki.fairfield.edu:8443/display/DNLKB/ContentDM" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">CONTENTdm</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">No longer supported by vendor. If search is down (results in error), and KE is not available, ask ITS to restart the CONTENTdm services on vmw00252. For CONTENTdm content - Elise (x2892)</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r39"> <td class="x22">LibGuides: technical</td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Springshare support: https://ask.springshare.com/ask </td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r40"> <td class="x22">LibGuides: content</td> <td class="x22">Emily (x2184)</td> <td class="x22"></td> <td class="x22">Springshare support: https://ask.springshare.com/ask </td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r41"> <td class="x32">Ebook / Databases</td> <td class="x32">Ann (x2644)</td> <td class="x32">JN (x2039)</td> <td class="x36">KE</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r42"> <td class="x22">After Power Outage - wifi & etc.</td> <td class="x22">ITS</td> <td class="x22">KE</td> <td class="x22">Internet / Wi-Fi should comeback in 15-30 minutes - if not contact ITS</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r43"> <td class="x19" style="height:28.5pt">Not Tech related</td> <td class="x27">Facilities issue e.g. lights out, carpet strains, holes in the wall, graffiti, broken furniture</td> <td class="x27">Sylvia (x2189)</td> <td class="x27"></td> <td class="x27"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r44"> <td class="x30" style="height:14.5pt">Anything else not listed here</td> <td class="x22"></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="display:none"> <td style="width:120pt"></td> <td style="width:183.75pt"></td> <td style="width:67.5pt"></td> <td style="width:67.5pt"></td> <td style="width:258.75pt"></td> </tr> </tbody></table> </div>
Issues List:
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}</style><div class="cells-worksheet" data-sheet-number="0" data-sheet-name="Contact Info"><table border="0" cellpadding="0" cellspacing="0" style="border-collapse:collapse;table-layout:fixed;width:628pt"> <colgroup> <col class="x37" style="mso-width-source:userset;background:none;width:135px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:165px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:164px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:87px"></col> <col class="x37" style="mso-width-source:userset;background:none;width:287px"></col> </colgroup> <tbody> <tr style="mso-height-source:userset;height:16pt" id="r0"> <td colspan="5" class="x48" style="height:16pt">Library Technology Support ("Whom to Call" List)</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r1"> <td class="x37" style="height:15.25pt">Note:</td> <td colspan="4" class="x49">This Excel file has 2 sheets: Contact (this page) and Issue List - make sure to print both</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r2"> <td colspan="5" class="x50" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:14.5pt">Legend</td> </tr> <tr style="mso-height-source:userset;height:81pt" id="r3"> <td class="x38" style="height:79.5pt">How to use this list:</td> <td colspan="4" class="x52" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">Scan the issues list for your issue, try contacting primary contact first,<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>if not available, try secondary contact. <br />If neither is available and it's an emergency - call/text Laura or Keith on their cell. <br />If not, email or leave a Teams message for the primary contact so they can take care of it upon return.</td> </tr> <tr style="mso-height-source:userset;height:17pt" id="r4"> <td class="x31" style="height:15.5pt">Contact</td> <td class="x39">Work</td> <td class="x39">Emergency</td> <td colspan="2" class="x39" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">Hours</td> </tr> <tr style="mso-height-source:userset;height:119pt" id="r5"> <td class="x40" style="height:117.5pt">ITS Helpdesk</td> <td class="x41">Location: Library, Room 230 (Main Floor)<br /><br />x4069 | <br /> itshelpdesk@fairfield.edu</td> <td class="x42"></td> <td colspan="2" class="x55" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext"><a href="https://www.fairfield.edu/about/leadership-offices/departments/information-technology-services/services/support/index.html" target="_parent"><span style="font-size:12pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Mon-Thur: 7:45 AM - 7:30 PM | <br />Friday: 7:45 AM - 5:00 PM, | <br />Sunday: 4:00 PM - 8:00 PM. </span></a></td> </tr> <tr style="mso-height-source:userset;height:34pt" id="r6"> <td class="x40" style="height:32.5pt">Keith Engwall (KE)</td> <td class="x43">x2651 | kengwall@fairfield.edu</td> <td class="x43">Cell# 1(248)606-7294</td> <td colspan="2" class="x57" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">M-F Usually 9:00 - 5:00 (WFH Thurs)</td> </tr> <tr style="mso-height-source:userset;height:48pt" id="r7"> <td class="x40" style="height:46.5pt">Stagcard Office</td> <td class="x44">x4009 |<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>stagcard@fairfield.edu</td> <td class="x43"></td> <td colspan="2" class="x44" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">M, W, Th: 8:30 AM - 4:30 PM | <br />Tues: 10:00 AM - 6 PM | <br />Fridays (Summer): 8:00 AM - Noon</td> </tr> <tr style="mso-height-source:userset;height:34pt" id="r8"> <td class="x40" style="height:32.5pt">Ryan Business Systems</td> <td class="x43">1(860)842-1916</td> <td class="x45"></td> <td colspan="2" class="x45" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">Canon printers. Please specify machine ID (see sticker)</td> </tr> <tr style="mso-height-source:userset;height:51pt" id="r9"> <td class="x40" style="height:49.5pt">CBS (CT Business System)</td> <td class="x43">Service: 1(800)648-4236 Supplies: 1(800) 842-0009</td> <td class="x45"></td> <td colspan="2" class="x43" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext"> (student copier) Please specify machine ID (there's a sticker on copier)</td> </tr> <tr style="mso-height-source:userset;height:34pt" id="r10"> <td class="x46" style="height:32.5pt">EMS (Bridget Dalen)</td> <td class="x44">x2904 | <br />bdalen@fairfield.edu</td> <td class="x45"></td> <td colspan="2" class="x43" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">M-F<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>Usually 9:00 - 5:00</td> </tr> <tr style="mso-height-source:userset;height:48pt" id="r11"> <td class="x44" style="height:46.5pt">Media Center (Kirk Anderson)</td> <td class="x47">x3082 | <br />kaanderson@fairfield.edu</td> <td class="x45"></td> <td colspan="2" class="x43" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext">The Media Center provides video and audio production services, event support, and A/V technology design and instruction. Email us or give us a call 203-254-4000 x2697</td> </tr> <tr style="display:none"> <td style="width:101.25pt"></td> <td style="width:123.75pt"></td> <td style="width:123pt"></td> <td style="width:65.25pt"></td> <td style="width:215.25pt"></td> </tr> </tbody></table></div><div class="cells-worksheet" data-sheet-number="1" data-sheet-name="Issue List"><table border="0" cellpadding="0" cellspacing="0" style="border-collapse:collapse;table-layout:fixed;width:697pt"> <colgroup> <col class="x20" style="mso-width-source:userset;background:none;width:160px"></col> <col style="mso-width-source:userset;width:245px"></col> <col span="2" style="width:90px"></col> <col style="mso-width-source:userset;width:345px"></col> </colgroup> <tbody> <tr style="mso-height-source:userset;height:30pt" id="r0"> <td class="x18" style="height:28.5pt;width:120pt">Issue</td> <td class="x18" style="width:183.75pt">Issue Details</td> <td class="x18" style="width:67.5pt">Primary Contact</td> <td class="x18" style="width:67.5pt">Secondary Contact</td> <td class="x18" style="width:258.75pt">Note</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r1"> <td rowspan="2" class="x58" style="border-right:1px solid windowtext;height:31.25pt">Labs</td> <td class="x22">Public Computers (main floor, café, 250)</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r2"> <td class="x22">Lab 114</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:45pt" id="r3"> <td class="x21" style="height:43.5pt">EMS (Room Reservations)</td> <td class="x23">All issues with EMS reservation system: public reservation kiosks, login issues to EMS, etc</td> <td class="x24">EMS</td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r4"> <td rowspan="7" class="x61" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:138.5pt">Rooms</td> <td class="x22">Library Conference room (304)</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r5"> <td class="x22">Virtual Reality Room (326)</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r6"> <td class="x22">Research Consultation Room</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r7"> <td class="x22">107 C</td> <td class="x22"> ITS</td> <td class="x22">KE<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>/ Sylvia (x2234)</td> <td class="x25"><a href="https://wiki.fairfield.edu:8443/x/7oBS" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">https://wiki.fairfield.edu:8443/x/7oBS</span></a></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r8"> <td class="x22">Multimedia 101</td> <td class="x22">ITS</td> <td class="x22">KE</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r9"> <td class="x22">Collaboratories, Grad Study, and Group study rooms A/V</td> <td class="x22">KE</td> <td class="x22">ITS</td> <td class="x25"><a href="https://wiki.fairfield.edu:8443/x/_gGp" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">https://wiki.fairfield.edu:8443/x/_gGp</span></a></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r10"> <td class="x29">Diffley (Bellermine) / Other campus rooms</td> <td class="x29">Media</td> <td class="x28"></td> <td class="x28"></td> </tr> <tr style="mso-height-source:userset;height:75pt" id="r11"> <td rowspan="3" class="x21" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:133.5pt">WEPA Printing</td> <td class="x23">Kiosk down, out of paper, jam (refer all complaints & issues to ITS helpdesk -- nothing we [Library] can do about it)</td> <td class="x23">ITS</td> <td class="x23">If help desk is closed, see note</td> <td class="x23">email:<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>help@wepanow.com and CC wepa@fairfield.edu or call x4069 (WEPA on-call tech usually here Mon-Thu) and refer user to help page https://wiki.fairfield.edu:8443/x/xgHO please Include Kiosk# when reporting issues: see status: http://cs.wepanow.com/000fairfield181.html</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r12"> <td class="x23">student<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>needs refund - contact WEPA directly</td> <td class="x23">WEPA</td> <td class="x23"></td> <td class="x23"> 1-800-675-7639 , help@wepanow.com,<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>or<span style="mso-spacerun:yes;font-family:"Times New Roman""> </span>Live Chat at wepanow.com </td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r13"> <td class="x23">how to install WEPA drivers</td> <td class="x23">ITS</td> <td class="x23"></td> <td class="x23">http://support.wepanow.com/category/faqs/ftop-print-driver/</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r14"> <td rowspan="2" class="x61" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:58.5pt">Printers</td> <td class="x22">New Canon Printer: physical issue e.g. need toner / jam / hang</td> <td class="x22">Ryan Business Systems</td> <td class="x22">ITS</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r15"> <td class="x22">New Canon Printer: printing issue/questions e.g. how to print to en envelope</td> <td class="x22">ITS</td> <td class="x22">KE</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:45pt" id="r16"> <td class="x21" style="height:43.5pt">Stagcard</td> <td class="x23">for StagPrint, balances, problem w/ Stagcard reader at circdesk, Stagcard machine in Café</td> <td class="x23">StagCard Office</td> <td class="x23"></td> <td class="x23">Leave DETAILED VOICE MESSAGE- YOUR NAME & DETAILS</td> </tr> <tr style="mso-height-source:userset;height:45pt" id="r17"> <td rowspan="3" class="x61" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:89.5pt">Non-Library Owned devices / services</td> <td class="x22">Hardware related issues for personal / university provided devices / phone charger station in the Cafe</td> <td class="x22">ITS</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r18"> <td class="x22">Internet, wireless connectivity, virus and spyware problems</td> <td class="x22">ITS</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r19"> <td class="x22">NetID login, my.Fairfield, Blackboard, Email</td> <td class="x22">ITS</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r20"> <td rowspan="7" class="x21" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:138.5pt">Library Owned Devices</td> <td class="x23">Loaner Laptop / iPad</td> <td class="x23">KE</td> <td class="x23">ITS</td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r21"> <td class="x23">Tech Equipment for Circulations</td> <td class="x23">KE</td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r22"> <td class="x23">Lookup computers</td> <td class="x23">KE</td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r23"> <td class="x23">Staff computers - generic problem e.g. no internet, slow computer, virus, email</td> <td class="x23">ITS</td> <td class="x23">KE</td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r24"> <td class="x23">Staff computers - Library specific issue e.g. Alma, Barcode Scanner</td> <td class="x23">KE </td> <td class="x23"></td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r25"> <td class="x33"><a href="https://wiki.fairfield.edu/display/DNLKB/Webcams" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">OWL / webcam</span></a></td> <td class="x23">KE</td> <td class="x23">JN (x2039)</td> <td class="x34">See Wiki for setup and storage information</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r26"> <td class="x23">Staff iPads (all issues)</td> <td class="x23">KE</td> <td class="x23">ITS</td> <td class="x23"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r27"> <td rowspan="7" class="x30" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:196.5pt">Misc. equipment</td> <td class="x25"><a href="https://wiki.fairfield.edu:8443/display/DNLKB/Scannx+Scanner" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Scannx Scanner</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Support rep from CCP is is Brian Hart, bhart@ccpcopy.com<br />Product manual can be downloaded from Wiki</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r28"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/Gate+Counter" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Gate Counter</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">See Wiki for instructions on checking/replacing batteries</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r29"> <td class="x25"><a href="https://wiki.fairfield.edu:8443/pages/viewpage.action?pageId=18317373" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Microform Equipment</span></a></td> <td class="x22">KE</td> <td class="x22">John C. (x2135)</td> <td class="x22">See Wiki for basic instructions</td> </tr> <tr style="mso-height-source:userset;height:60pt" id="r30"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/Digital+Signage" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Digital Signage (Lobby)</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">For content issue - Mat Blaine (x2925). If not displaying correcting, try rebooting the PC (little black box behind monitor), it should automatically login and startup the digital signage software (may be slow). See Wiki for more details.</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r31"> <td class="x22">2 "Student" Copiers (Xerox) </td> <td class="x22">Sylvia (x2189)</td> <td class="x22">CBS (Vendor)</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r32"> <td class="x22">Phone / voice mail</td> <td class="x22">ITS</td> <td class="x22">Jane (x2648)</td> <td class="x22"></td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r33"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/Security+Camera" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Security camera</span></a></td> <td class="x22">KE</td> <td class="x22">Public Safety (x4090)</td> <td class="x25"></td> </tr> <tr style="mso-height-source:userset;height:60pt" id="r34"> <td class="x17" style="height:58.5pt">Library Website/Blog</td> <td class="x26">e.g. broken links, typo, wrong hours, forms, library tasks in my.Fairfield</td> <td class="x33"><a href="https://docs.google.com/forms/d/e/1FAIpQLSd9GRux9scCW4N0pYBwyRIEokpfaTe6s7MPrYzMHV-EcvR8yA/viewform?usp=sf_link" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Fill out a ticket</span></a></td> <td class="x23">KE</td> <td class="x35">For non-emergencies, fill out a ticket. If KE isn't available and it's a website-wide emergency, Robert Bove (Director of Website Development, x3128, rbove@fairfield.edu) or ITS may be able to help.</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r35"> <td rowspan="8" class="x58" style="border-right:1px solid windowtext;border-bottom:1px solid windowtext;height:303.25pt">Library Systems</td> <td class="x25"><a href="https://wiki.fairfield.edu/pages/viewpage.action?pageId=40501260" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Alma / PrimoVE</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Ex Libris support: https://support.proquest.com/ </td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r36"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/ILLiad" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">ILLiad</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">OCLC Support: 1-800-848-5800, support@oclc.org<br />John Cayer can reach out to OCLC in an emergency</td> </tr> <tr style="mso-height-source:userset;height:120pt" id="r37"> <td class="x25"><a href="https://wiki.fairfield.edu/display/DNLKB/EzProxy" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">Off-campus access, EZProxy, IP</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Server issue: If EZProxy is down and KE is unreachable, contact ITS with the following server information (hostname: vmw00251, IP: 10.13.6.49, domain: libdb.fairfield.edu), they can check the SSL cert and logs from the messages.txt file in ezproxy.<br /><br />Vendor issue: OCLC Support: 1-800-848-5800, support@oclc.org</td> </tr> <tr style="mso-height-source:userset;height:60pt" id="r38"> <td class="x25"><a href="https://wiki.fairfield.edu:8443/display/DNLKB/ContentDM" target="_parent"><span style="font-size:10pt;color:#0563C1;font-weight:400;text-decoration:underline;text-line-through:none;text-underline-style:single;font-family:"Calibri"">CONTENTdm</span></a></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">No longer supported by vendor. If search is down (results in error), and KE is not available, ask ITS to restart the CONTENTdm services on vmw00252. For CONTENTdm content - Elise (x2892)</td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r39"> <td class="x22">LibGuides: technical</td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22">Springshare support: https://ask.springshare.com/ask </td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r40"> <td class="x22">LibGuides: content</td> <td class="x22">Emily (x2184)</td> <td class="x22"></td> <td class="x22">Springshare support: https://ask.springshare.com/ask </td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r41"> <td class="x32">Ebook / Databases</td> <td class="x32">Ann (x2644)</td> <td class="x32">JN (x2039)</td> <td class="x36">KE</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r42"> <td class="x22">After Power Outage - wifi & etc.</td> <td class="x22">ITS</td> <td class="x22">KE</td> <td class="x22">Internet / Wi-Fi should comeback in 15-30 minutes - if not contact ITS</td> </tr> <tr style="mso-height-source:userset;height:30pt" id="r43"> <td class="x19" style="height:28.5pt">Not Tech related</td> <td class="x27">Facilities issue e.g. lights out, carpet strains, holes in the wall, graffiti, broken furniture</td> <td class="x27">Sylvia (x2189)</td> <td class="x27"></td> <td class="x27"></td> </tr> <tr style="mso-height-source:userset;height:16pt" id="r44"> <td class="x30" style="height:14.5pt">Anything else not listed here</td> <td class="x22"></td> <td class="x22">KE</td> <td class="x22"></td> <td class="x22"></td> </tr> <tr style="display:none"> <td style="width:120pt"></td> <td style="width:183.75pt"></td> <td style="width:67.5pt"></td> <td style="width:67.5pt"></td> <td style="width:258.75pt"></td> </tr> </tbody></table> </div>
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