Monte A. Ciotto, Associate Vice Chancellor
Financial Information Systems is committed to being a leader within the University of Pittsburgh by providing value through the strategic use of people, processes, and technology
To support the business and financial operations and more broadly the University’s mission of teaching, research, and service, FIS is responsible to provide innovative solutions, manage projects, design processes, develop IT standards, implement and maintain systems, protect assets, secure information, analyze data for reporting requirements, establish audit controls, and implement policies.
HDI CSAT Elite 50
FIS is proud to be part of the HDI CSAT Elite 50, a ranking that recognizes outstanding technical service and support centers across the country. Of the more than 800 organizations that utilize the HDI Customer Satisfaction Index, FIS Technical Services consistently ranks in the top 50 worldwide.
CompTIA Authorized Service Center
The CompTIA Authorized Service Center program showcases service centers that offer higher levels of repair and customer service capabilities. To qualify for this program, a company must have at least 50% of their service technicians CompTIA certified. The CompTIA Authorized Service Center designation is proof of our department’s capabilities and provides visibility to our customers.
HDI Team Certified Pinnacle of Excellence Award
The HDI Team Certified Pinnacle of Excellence Award is achieved when all of the members on a team possesses an HDI Certification. Each member of Technical Services support staff hold one or more of the following certifications: HDI Support Center Analyst, HDI Desktop Support Technician, HDI Support Center Team Lead, HDI Support Center Manager and HDI Support Center Director. FIS Technical Services has been Team Certified since 2013.
Dianne L. DeNezza, Executive Director
Business Solutions is a group of skilled functional analysts and technical personnel who have experience with Oracle Applications and the University’s business operations and structure. This group analyzes business processes and procedures, monitors emerging technologies to plan and implement innovative systems and business solutions with the objectives of reducing costs and improving efficiency.
Business Analysis and Development • Operational analysis and functional specification development • Project planning and management • Setup, configuration and implementation of information systems • Analysis of business processes and procedures • Development of process improvements
• System testing and patch management
Information Delivery • Data warehousing • Regulatory compliance reporting • Data view design • Development of internal and external reporting requirements
User Training • Development of curriculum • Documentation and training materials • Coordination and delivery of user training
Customer Evaluation and Administrative Systems Support • User needs and access privilege assessment • Help Desk and customer support • Assistance of end-users utilizing Oracle Applications and various database querying tools
Database Administration • Installation and maintenance of Oracle databases • Oracle database updates via patches and upgrades • Database problem troubleshooting
John M. Duska, Executive Director and Information Security Officer
Technical Services provides secure and reliable technology solutions to achieve the business and financial goals of the University. The Technical Services department consists of four groups: Application Development, Client Computing, Customer Support, and Server Computing. These areas encompass application and web site development, database administration, project management, systems analysis, client and server computing, technical support, and information security.
Application Development • Develops and maintains over 50 custom built applications • Application development and release management • Business relationship management • Software architecture and engineering • Project management • Business analysis and process engineering • Database administration • Report development • Data Integration • Web and graphic design • University Business Forms development and support • System and product evaluation • Quality assurance
Client Computing • Supports over 1,000 client computing devices and 700 commercial applications • Client hardware and software management and support • Hosted virtual desktop management and support • Hosted shared desktop management and support • Configuration management • Software licensing • Software packaging and deployment • Mobile computing • Payment terminals and Point-of-Sale • Network printing • System and product evaluation
Server Computing • Supports over 200 servers • Application hosting • Cloud services • Payment systems • File sharing • Server capacity and performance management • Server availability and continuity management • Disaster recovery and business continuity • Virtualization
Customer Support • Supports over 750 customers with more than 500 incidents and requests each month • Customer service • Incident and problem management • User training and consultation • Change management • Software testing • Knowledge management and communications • Security auditing and incident response • Service level management • Security and account management