30 Aug 2018
We are pleased to announce that Amani Hill has accepted the Support Analyst position in FIS Technical Services, effective August 27, 2018. Her responsibilities include analyzing and troubleshooting technical support requests, user documentation creation, customer training, and ITIL process management.
Amani recently graduated from the University of Pittsburgh with a Bachelor’s Degree in Information Science while simultaneously working. Additionally, she has an extensive background in customer service. Her experience and knowledge will make her a valuable asset to Customer Support. Amani will be located in 1900 Cathedral of Learning and will report to Carrie Armstrong.
Amani was born in the capital of Missouri, Jefferson City, but she currently lives east of Pittsburgh with her fiance, Brennan, and Chihuahua, Aladdin. In her spare time, she enjoys reading and watching anime. Her favorite restaurant is Smoke BBQ Taqueria in Lawrenceville. If she could meeting anyone, Amani would like to meet Rob Zombie.
Please join me in welcoming Amani to FIS and the Technical Services team!
12 Mar 2018
Officially kicking off in September 2017, Technical Services has been working to complete the migration of our FIS active directory to the University-wide active directory. We are happy to announce this migration has been successfully completed on time! This has been a monumental undertaking, and we would like to thank you all for your cooperation and patience during this time.
- Joining the centralized active directory allows for better-integrated security and use of a single sign-on (Fewer passwords to remember!)
- Increased integration with the University community will streamline implementations and collaboration with other University departments, schools, and units
- 48 business services located on over 300 servers were migrated, and many were improved during the transition to include upgraded hardware and software
Thank you for your support!
18 Dec 2017
Full technical and functional assistance for all systems, hardware, and software supported by FIS will end at 5:00 PM on Thursday, December 21, 2017 and resume at 8:00 AM on Tuesday, January 2, 2018. As in prior years, only emergency technical and functional support will be available during the Winter Recess and will not include such things as development work, web updates, equipment moves and installations, loaner equipment requests, application configuration, software deployments, training, or new account creations.
To receive timely service, it is important to follow the instructions below to initiate a request for service. Please do not call, leave a voice-mail message, or e-mail a FIS staff member directly to initiate a request for service. All requests will be responded to during the hours listed below according to the levels outlined in the Service Level Agreement. When requesting service, it is important to provide a telephone number where you can be reached during the support hours.
|Date||Hours of Operation|
|Friday, December 22||Closed|
|Monday, December 25||Closed|
|Tuesday, December 26||9:00 AM – 3:00 PM|
|Wednesday, December 27||9:00 AM – 3:00 PM|
|Thursday, December 28||9:00 AM – 3:00 PM|
|Friday, December 29||9:00 AM – 3:00 PM|
|Monday, January 1||Closed|
|Tuesday, January 2||Resume full operations at 8AM|
To initiate an FIS request for service, use the following methods:
During Operating Hours
Outside Operating Hours
|FIS Support Portal
Submit a ticket for all requests
|FIS Emergency Support Hotline
Dial 412-624-FIS1 (3471)
|FIS After Hours Critical Support Hotline
Dial (866) PITT-FIS
*Please call this hotline if the portal is unavailable or there is a critical issue that needs attention immediately.
**Please call this hotline outside of operating hours for issues that severely impact immediate productivity.
To initiate a PRISM request, use the following methods:
|Submit a Help Ticket||Dial 412-624-HELP (4357)|
Happy Holidays from FIS!
28 Jun 2017
The F keys that sit at the top of your keyboard aren’t just useless decorations. Each as a special function that could help make your day a little easier.
F1: This is considered as the universal shortcut for help. If you press this in almost all programs, it will bring up the help menu.
F2: This key will help you edit or rename files. If you press this while selecting the file, you will be able to rename it. In Office, Ctrl+F2 will open print preview.
F3: F3 will help you search. It can search folders and files in Windows Explorer. If you press Shift + F3 in Word, it will toggle between capitalizing each word, lower case and upper case for the text you select.
F4: When you want to get to the cursor to focus on the address bar in Windows Explorer, press F4. Also, Alt+F4 will close the current program without saving the program. This is handy when you need to close something quickly.
F5: This may be the most useful of all the buttons. It will refresh for you. Whether that be when your desktop when icons are missing, your browser content isn’t cooperating, or you want to start a slide show over again in PowerPoint. Also if you press it in Office, it will open the “Find and Replace” dialog.
F6: When you are in Office, it will toggle between the menu items. When you are on the desktop, it will toggle from the desktop files to the taskbar and system tray. Also, when you are in a browser, it will toggle to the address bar.
F7: Easily access spell check in office by pressing this key. Also, Shift+F7 will run a thesaurus on a highlighted word.
F8: This is most useful in Word. Shift+F8 will allow you to shrink your current selection and Ctrl+F8 will allow you to resize the document.
F9: In Word, F9 refreshes the document. In Outlook, it will send or receive emails.
F10: Shift+F10 will function as a right-click on highlighted icons, files, and internet links. It will also activate the menu bar in the open application.
F11: This button will enter and exit fullscreen mode.
F12: This will open the “Save As” window in Microsoft Word. Shift+F12 just does a basic save and Ctrl+F12 opens a Word Doc.
James Van Poolen was named the National HDI Analyst of the Year on Wednesday night!
James interviewed at the local, regional, and national level against many other qualified candidates. At the national competition, in Washington D.C., James competed against the winner of four other local chapter areas. Support Analysts are asked about their understanding of industry standards, commitment to excellent service, and record of consistently exceeding performance objectives. James’s award was announced at the 2017 HDI conference in front of 2000+ people that were able to help him celebrate. Please help us congratulate James for this wonderful accomplishment.
15 Feb 2017
We are pleased to announce that Mathew Bell has accepted the Support Analyst position in FIS Technical Services, effective February 13, 2017. His responsibilities include analyzing and troubleshooting technical support requests, application testing, user documentation creation, customer training, and ITIL process management.
Mathew holds a Bachelor of Science degree in Communication Journalism. He has most recently worked at EDMC as a Support Analyst II where he provided troubleshooting and help desk services to customers and managed their internal knowledgebase. His experience and knowledge will be an asset to Customer Support. Mathew will be located at 1900 Cathedral of Learning and will report to Carrie Armstrong.
Mathew, his girlfriend, Cynthia, and their Akita puppy, Rigby live east of the city, but his favorite restaurant is Meat and Potatoes located downtown. Mat also enjoys the Pittsburgh Pirates, Black Mirror, and Archer. If he could meet anyone he would like to meet Clint Hurdle or Andre the Giant.
Please join us in welcoming Mathew to the Technical Services team!
10 Feb 2017
James was interviewed and selected from support analysts across 14 local chapters within the Midwest region. This very prestigious award demonstrates James’ outstanding commitment to excellent service! James will now move on to compete at the national competition, which will take place at the HDI Annual Conference & Expo in Washington D.C. from May 9-12, 2017.
Congratulations James and good luck in the national competition!
19 Apr 2016
FIS has been ranked the #2 Support Center for Overall Customer Satisfaction during the 2016 HDI Conference! FIS has been listed among the top support centers worldwide on the HDI Elite 50 list for a fourth year in a row!
HDI is a worldwide professional association and certification body for the technical service and support industry. Support centers are ranked by the HDI Customer Satisfaction Index Service based on data they compiled via benchmarks, reports, and customer feedback. Data from last calendar year was compiled and a list of the top 50 outstanding technical service and support centers across the world was tabulated. This prestigious award illustrates Financial Information Systems’ ability to achieve the business and financial goals of the University by providing value through the strategic use of people, processes, and technology.
During the conference, our very own Carrie Armstrong presented a session entitled, “Providing Superhero Service”. This session covered what FIS Customer Support does to ensure our customers receive that superhero service including analyst satisfaction, support team dynamics, interacting with customers outside the support desk and proactively keeping customers informed.
Carrie has worked in the IT service and support industry for more than 16 years. Carrie has been an officer for the HDI Steel City chapter for eight years, and she currently serves on the HDI Member Advisory Board. She was named the 2014 HDI Local Chapter Officer of the Year and her team was ranked #1 in the 2015 HDI CSAT Elite 50.
|2||University of Pittsburgh||Financial Information Systems|
|4||Bank Fund Staff Federal Credit Union||IT Service Desk Portal|
|5||Synergis Technologies, Inc.||Synergis Software|
|6||Financial Services – Banking|
|7||Ameritas IT||Ameritas IT Support Center|
|8||Glatfelter Insurance Group||GIG Support Desk|
|9||The Legislative Data Center||Legislative Data Center – Service Center|
|10||PepsiCo||Europe – SER – Service Desk – Greece|
25 Mar 2016
We are pleased to announce that Matthew Yoschak has been promoted to Lead Systems Engineer in Server Computing, and Chynna Sherry has been promoted to Senior Support Analyst in Customer Support!
|In Matt’s eight years of service with FIS, he has implemented and maintained numerous high visibility projects that are critical to our success. Matt has improved our infrastructure by recommending and taking the lead deploying cutting edge technology, and is called upon to resolve the complex issues that emerge in our environment. Thank you for your hard work and dedication to FIS!|
|Chynna has provided a leadership role in our problem management process and has led several important projects within the Customer Support team. Chynna’s duties include analyzing and troubleshooting technical support requests, application testing, user documentation and training, and team projects. In addition to providing outstanding customer service, she takes initiative to create new projects and looks for improvements in our existing processes. Chynna was also the recipient of the 2015 HDI Pittsburgh Analyst of the Year Award!|
Congratulations Matt and Chynna!
10 Feb 2016
For smartphone users, storage limits can be quickly and easily reached, especially the longer you own a specific device. To control this, consider making some of these tips, as profiled by Mashable, part of your smartphone routine.
Determine Your Storage Capacity
A helpful first step in reclaiming your smartphone’s storage space is assessing your phone’s storage and what kind of files and data are occupying the most space on your device:
iOS through iPhone:
To view where you’re using most of your storage, go to the Settings app, then choose General > Storage & iCloud Usage > Manage Storage. You’ll see how much you’ve used, how much space is available and what apps is taking up the most space. Remember, your operating system and updates will take up space as well.
After you have identified the types files and data that are occupying the most space on your device, you can begin to clear space on your smartphone.
iOS through iTunes:
Open iTunes on your personal computer and connect your device. Select your device and hover your cursor over a content type, such as Audio or Photos, to view the amount of space it takes up in relation to how much space is on your device overall. After you have identified the types files and data that are occupying the most space on your device, you can begin to clear space on your smartphone.
Android through your Mobile Phone:
Go to Settings > General > Storage to have your phone calculate the amount of space used by Apps, Downloads, and Audio in relation to overall space on your device.
After you have identified the types files and data that are occupying the most space on your device, you can begin to clear space on your smartphone.
Time to Clean Up
Delete Old or Unused Apps: Do you still have last year’s viral game or app downloaded on your phone? Has it gone untouched for months? If so, it’s time to clean out your applications. Similarly, if you have multiple apps that have the same function, such as photo editing apps, pare them down to one to two depending on your needs.
To delete an app on iPhone, long press on an app’s icon until all your apps start to shake. Then, tap the X in the corner of any app you want to delete. If there isn’t an X, that means it’s a native app and you can’t delete it. In this mode, you can also move your apps around. To exit this mode, press the home button and your apps will stop shaking.
To delete an app on Android, go to the app drawer and long press an app’s icon and drag it to the “uninstall” message that appears after the long press. (If this app has a shortcut on the home screen, dragging it to “remove” will only remove it from the home screen instead of uninstalling it from the device. Similarly to iPhone, if the “uninstall” option does not appear, the app is native to your device and cannot be uninstalled from your phone.
Delete duplicate photos, videos, screenshots, or downloads.
Move videos, photos, and screenshots to more permanent spaces such as your personal computer or a cloud service for those with files taking up the majority of space on their device.
- Moving your files to a personal computer or cloud service has the added benefit of effectively backing up files formerly only found on your phone.
- iCloud, Box, Flickr, Microsoft One Drive, Google, and Amazon are cloud options that could meet this need. Consider security, ease of use and price when choosing a cloud option on which to back up your files.
Change Your Usage Habits
Consider the types files and data that occupied the most space on your device:
If music was an issue, consider switching from downloading and storing music locally on your device to using a streaming service or joining a music subscription service. Some such services include Spotify, Apple Music, Pandora, and SoundCloud.
While these apps and services can alleviate storage issues, they may not offer offline streaming of tracks and if they do, it may impact your device’s storage.
If photos and video were an issue, ensure that 4K video recording, if possible on your device, is not a default setting. 4K video files are much larger than HD and full HD video files and are unviewable unless shown on a 4K TV or computer monitor.
If you are an Android user, consider using a mircoSD card to move files from internal storage to the microSD card.
Removable memory cards allow users to expand internal storage and offload files. If your Android phone does not include a file manager to move files form internal to microSD card storage (and vice versa), Mashable recommends the free file managers ES File Manager or File Manger.
iPhone, however, is not eligible for this storage tip as they do not have microSD card slots.