Full technical and functional assistance for all systems, hardware, and software supported by FIS will end at 5:00 PM on Tuesday, December 23, 2014 and resume at 8:00 AM on Monday, January 5, 2015.

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.

Support Hours

  • Wednesday, December 24     Closed
  • Thursday, December 25         Closed
  • Friday, December 26               9:00 AM – 3:00 PM
  • Monday, December 29           9:00 AM – 3:00 PM
  • Tuesday, December 30           9:00 AM – 3:00 PM
  • Wednesday, December 31     9:00 AM – 3:00 PM
  • Thursday, January 1                Closed
  • Friday, January 2                      9:00 AM – 3:00 PM
  • Monday, January 5                  Resume full operations at 8:00 AM

FIS Support Portal

To initiate a request for service, please use the FIS Support Portal at www.fis.pitt.edu. If you are unable to access the portal please call our FIS Emergency Support Hotline at 412-624-FIS1 (3471).

PRISM Requests

To initiate a PRISM request for service, please call the Technology Help Desk at 412-624-HELP (4357) or select “PRISM Support” at www.fis.pitt.edu.

Happy Holidays!

Kim Ciotti and Daniel Petersen have accepted the Systems Assistant positions within Client Computing.  Their responsibilities will include assisting with software deployment, troubleshooting and deploying client computers, and other general client management in the Chief Financial Officer area as well as Auxiliaries. Kim and Daniel will be located at 1900 Cathedral of Learning and will report to Anthony DiGregorio.

Please join us in welcoming Kim and Daniel to the team!

The VMWorld 2014 conference is an international meeting ground for business and technology professionals involved in achieving strides toward virtualization. Held in San Francisco over five days, VMWorld US hosts over 22,000 professionals from all over the United States representing organizations big and small. The conference is attended by corporate sponsors including Cisco, IBM, Dell, HP, VMware, Intel and more.

Our very own, Stephen Koch, helped to lead a panel discussion on VMware Platforms entitled, “Agentless Security in the SDDC with Trend Micro – Real World Use Cases Across VMware Platforms”. Stephen presented a case study on FIS’ use of agentless security to produce advantages in protection, consolidation and automation of virtual machines. This discussion was geared toward Network Operations, Systems Management and Desktop Operations professionals in Higher Education.

Stephen Koch has been with FIS Technical Services since March 2004 and is currently a Senior Systems Engineer.


We are pleased to announce that Eileen Martinez has accepted the Senior Support Analyst position in FIS Technical Services, effective July 21, 2014.

Her responsibilities include analyzing and troubleshooting advanced technical support requests, application testing, user documentation creation, customer training, and ITIL process management.   Eileen holds an Associate Degree in Computer Information Technology – Web Master & Ecommerce.  She additionally holds the Microsoft Certified Technology Specialist – Configuring Windows 7 certification. Eileen has most recently worked at the University of Pittsburgh School of Medicine as a Help Desk Specialist where she provided desktop support for clinical and non-clinical faculty, staff, and students.  Her experience and knowledge will be an asset to Customer Support.  Eileen will be located at 1900 Cathedral of Learning and will report to Carrie Armstrong.

Please join us in welcoming Eileen to the Technical Services team!

Box is a cloud-based storage solution for all Faculty and Staff at the University to store non-confidential, general business or personal documentation.box cloud

Box Features

  • Free access with your @pitt.edu account
  • Start with 50GB of storage
  • Instantly access your files online from anywhere
  • Manage content online to add, view, edit and organize files
  • Share files securely
  • Collaborate by inviting others to share and comment on your files

Box on Mobile

Box works on an Android, Android Tablet, iPad, iPhone, Blackberry and Windows Phone. The full list can be viewed here.

Helpful Links and Tips

Log In  |  Log In Instructions  |  Types of Information to Store  FAQ  |    iPhone & iPad  |  Android  |  More Information

CSSD has announced an Enterprise Exchange email service upgrade for all Faculty and Staff. This upgrade will automatically take effect and preferences need to be set by July 11th. There are many benefits including the ability to request your own email quota increases.

Your Action Required by July 11th:

Please take the necessary steps to set your preferences before the upgrade period begins.

  1. Log in to my.pitt.edu
  2. Select the link on the upper right side of the page stating, Please set your preferences today
  3. On the next page, choose Set Email Preferences
  4. The Email Preferencesscreen will appear. Choose the first option, I want to receive my email in my My Pitt Email (Exchange 2013) mailbox
  5. Click Next
  6. The next screen displays the options to delete or keep the legacy IMAP mailbox. This is the mailbox that opens when you choose “Webmail” in my.pitt.edu. If you no longer use this mailbox (most people do not), choose the option Delete my legacy email (IMAP/ Webmail) mailbox
  7. If you want to copy the emails from the IMAP mailbox to your Exchange mailbox, select the checkbox next to Move existing messages in my IMAP/Webmail mailbox to My Pitt Email
  8. Click Submit when finished
  9. A confirmation message should appear. Click Finish.

Things that will not change:

  • Your email address and aliases
  • Outlook 2010 client on the computer
  • How you access email on my.pitt.edu
  • Your calendar and mailbox permissions
  • Your mailbox size

The Benefits of Upgrading to Exchange 2013

  • Enjoy an enhanced Web interface with new features
  • Increase your email storage space as needed
  • Share your calendar with others and schedule meetings
  • Schedule online video conferences with Microsoft Lync
  • Search an address book of everyone at Pitt
  • Reply to emails inline (that is, without opening a new window to compose a message)
  • Receive an alert before you send an email if you forget to include an attachment.
  • Use a consistent email interface across all of your devices
  • Set an out-of-office notification when you are unable to respond to email
  • Work and compose emails while offline
  • Install Web apps
  • Enjoy constant access to your personal contacts, University address book, calendar, and tasks regardless of whether you access your email through My Pitt, on your mobile device, or using an email client.

For more information, please see CSSD’s Article and Frequently Asked Questions concerning this upgrade.

If you still have questions, let us know!


Jason Bollinger has accepted a Client Computing position in FIS Technical Services.  He will join us as a Senior Systems Administrator effective June 11, 2014.

His responsibilities will focus on client systems administration, hosted virtual desktop management and support, hosted shared desktop management and support, configuration management, software packaging and deployment, and network printer administration.  Jason previously worked as a Systems Engineer at SynergIT Inc.  Jason has over 10 years of experience performing advanced systems administration, SCCM, scripting, VMware vSphere, and VMware View.  Jason’s experience and knowledge will be an asset to Client Computing.  Jason will be located at 1900 Cathedral of Learning and will report to Anthony DiGregorio.

Please join us in welcoming Jason!

Sandi StarrFIS is pleased to announce that Sandi Starr has accepted an Oracle Applications Database Administrator position in FIS Business Solutions.  Sandi has more than 20 years of experience as an Oracle Database Administrator including several years managing and supporting Oracle’s E-Business Suite applications.  She comes to us from General Electric Company.  Sandi will join us on May 5, 2014 and will be located at B-44 Cathedral of Learning.  She will report to Leigh Booker.

Please join us in welcoming Sandi to FIS Business Solutions.

HDI_2014HDI 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 support centers was tabulated and recognized by HDI as members of the HDI CSAT Elite 50.

FIS ranked 1st in Higher Education; 3rd in the world – moving up from 5th place last year!

In celebration, FIS honored it’s team of technical staff for this fine achievement. We also held a contest to see which customer could come the closest to picking our ranking. Thank you to everyone for participating and joining our celebration!

FIS Technical Services Staff FIS Technical Services Staff

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