Support Services: Operations & Strategy
What is IT Operations & Strategy?
Operations & Strategy supports students, faculty, and staff by ensuring that frontline IT services, endpoint devices, learning environments, and internal ITS operations run smoothly and consistently. The department provides Tier 1 service through the Service Desk, manages faculty/staff and classroom devices, oversees campus learning environments (such as instructor stations and AV-equipped classrooms), and coordinates internal purchasing, contracts, and resource needs across ITS teams.
Areas of Expertise
Service Desk
- Phone support, email support, and remote assistance
- First-line troubleshooting for students, faculty, and staff
End User Computing (EUC)
- Faculty/staff workstation support
- Classroom workstation support
- Operating system configuration
- Device provisioning, reimaging, and software packaging
Learning Environments
- Instructor stations
- Presentation rooms / podium stations
- AV-equipped conference rooms
- Classroom audio/visual technology and equipment
ITS Operations
- Supporting ITS teams with purchasing, contracts, hardware/software needs
- Coordination across PMO, Infrastructure, Enterprise Applications, and EUC
- Facilitating operational requests and resource needs
Strategy
- Special projects assigned by ITS leadership
- Cross-departmental initiatives
IT Operations & Strategy Team Introductions
Director, IT Operations, Support Services, & Strategy: Allen Claytor
Operations
Manager: JT (Jeffrey) Lanford
- Application Admin, Learning Environments: Raquel Clewis
- Technology Operations Specialist: Vacant
- Technology Operations Specialist: Andrea Johnson
Learning Environments
Manager: Roy Erwin
- Support Engineer (HSC): Allan Lyne
- Collaboration/Simulation Technology Support Specialist (HSC): Danielle Crenshaw
- Learning Environments & Event Support Specialist (HSC): Vacant
- Learning Environment's Support Engineer: Anu (Anuradha) Narkar
- Learning Environments Support Specialist: Gabriel Macias
- Learning Environments Support Specialist: Steve Keambou
End User Computing
Technical Manager, Support Services: Travis (David) Busby
- End User Computing Technical Lead: Kyle Harris
- End User Computing Support Specialist: Matthew Montgomery
- End User Computing Support Engineer: Igor Zavalin
- End User Computing Support Specialist: Colton Thomas
- End User Computing Support Specialist: Daniel Sharon
- Apple End User Computing Support Specialist: Nikki Xaysanasy
- Learning Environment Support Specialist: Antonio Proa
- Learning Environment Support Specialist: Lauren Trinh
Service Desk
Manager: Bill (William) Maddox
- End User Computing Support Specialist: David Cole
- Service Desk Analyst: Mark Fuentes
- Service Desk Analyst: Ruby Fabela
- Service Desk Analyst: Ryan Morris
- Service Desk Analyst: Melba Jenkins
Page last updated 8:04 AM, July 2, 2026