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  • Kirk Hudson

    Kirk Hudson 11:59 am on March 9, 2018 Permalink |
    Tags: collaboration, customer service, hr   

    Cross Unit Collaboration 

    Starting Monday, 3/12/2018 and going through Friday, 6/15/2018, Zach Silveira will be providing support for electronic resources access ZenDesk tickets, and updating documentation for such. During this time Coll. Man. will continue their process of developing a long term solution.

    If you have any questions about this support collaboration, please ask me.

    Thanks to Zach, Susan, Gail, Julia, Michael, and the support of Chris for this cross unit collaboration.

  • Kirk Hudson

    Kirk Hudson 2:17 pm on May 18, 2017 Permalink |
    Tags: hardware, process, purchase, request, software,   

    New Process for Library Staff to Request Computer Hardware & Software 

    To improve the process for Library staff requesting computer hardware and software, and to provide tracking, we have chosen to use Zendesk for all requests moving forward from today.

    To make sure your requests get routed to the Tech Commons directly, please make sure to select these options when making your request:

    1. Go to https://www.library.ucsf.edu/contact/
    2. In the first field titled, I need help with: select Hardware/Software
    3. Complete the remaining fields. In the field titled, Affiliation: select Staff
    4. In the field titled, Department: enter Library
    5. In the field titled, How can we help you?: enter as much information about the hardware and/or software you are requesting.
    6. Click the Send button to submit your request

    Completing the form with these four fields completed as indicated makes tracking easier.
    Post-sale and after digital download of software, tracking of license codes is important for future upgrades or purchases. Ideally, when we/you receive your hardware or software, entering serial numbers, digital download URL’s, license codes, etc. into the ticket will allow us to retroactively look this information up. If you don’t have access to Zendesk, please contact your manager or supervisor to request access.

    We are hopeful this new process provides more transparency regarding the hardware and software request and purchase process. If you have outstanding software or hardware purchases, and have not received an email from Zendesk indicating the purchase, please complete your request using the process above.

  • Kirk Hudson

    Kirk Hudson 7:11 pm on December 13, 2016 Permalink |
    Tags: ,   

    Welcome Salman Saeed! 

    The Tech Commons has a new employee, Salman Saeed, (pronounced saul mahn). He may be a familiar face to many of you from his work with ITFS, providing desktop support for staff. Prior to the Library, Salman worked for UCSF ITFS focused on challenging tech problems and as a quick responder for VIPs, originally starting as an ITFS contractor. Salman’s first day was Tuesday, 12/13/2016.

    Salman Saeed

    Salman Saeed

    Salman is originally from the Bay Area, and realized after living in Pakistan, Oregon and Texas, that the Bay Area was home, returning in 2014. He now hails from the East Bay, living near his family. In addition to spending time with family, Salman has many interests. Weight lifting, and good food and drink brings him pleasure. He celebrates his May birthday attending FanimeCon in San Jose, CA.

    Salman enthusiastically brings a commitment to customer service and curiosity about all things tech to his daily work. Developing his system administrator skills and diving into the variety of tasks required to maintain the assortment of Tech Commons services will keep him learning and growing for the next couple of years. Please stop by the Tech Commons in room 240 to meet him.

  • Kirk Hudson

    Kirk Hudson 8:10 pm on October 24, 2016 Permalink |  

    Marc Andres heading to Riverbed! 

    It was a difficult decision for Marc, leaving UCSF, but he’s accepted a position as a systems administrator at Riverbed Technology, Inc.
    His last day at UCSF will be this week, Friday October 28, 2016.


    Marc started at UCSF in October 2011 working as a contrator for Desktop & LAN Support (DLS), the precursor to IT Field Services. On the waning side of OE, Marc was hired as a Level II IT Service Desk tech. Marc was able to use his troubleshooting expertise to answer customer questions about the vast array of systems supported by the IT Service Desk. His knowledge and skill was recognized and he was selected as the in-house trainer for new Service Desk staff. In addition to answering calls, Marc developed ServiceNow Knowledge Base articles about many UCSF systems, and documentation for both ITSD and ITFS.

    Marc joined the Library in June 2015 as an Operations Engineer and hit the ground running. His years of service with DLS and ITSD provided firm ground for him to continue running, assuming responsibility for managing all Tech Commons IT operations single handedly until a peer Ops Engineer was hired. Marc’s affable nature and technical skill has been a great combination. He collaborates well across the organization, especially with ITSD & ITFS, and within the Library. Students have benefitted from his determination to solve whatever technical issue comes his way.

    Help us wish Marc well this coming Thursday, 10/27/2016 starting 5:30 PM – 7:00 PM at Social Kitchen & Brewery. If you intend to join, please email me so I may reserve space.

    • Michele Mizejewski

      Michele Mizejewski 8:35 am on October 25, 2016 Permalink | Log in to Reply

      Best of luck!

    • Richard Trott 8:58 am on October 25, 2016 Permalink | Log in to Reply

      Congratulations, Marc!

    • Lisa Leiva 9:02 am on October 25, 2016 Permalink | Log in to Reply

      Congratulations on the new job Marc, we’ll miss you!

    • Susan Boone

      Susan Boone 11:00 am on October 25, 2016 Permalink | Log in to Reply

      Congratulations, Marc!

    • Tab McDaniel

      Tab McDaniel 2:20 pm on October 25, 2016 Permalink | Log in to Reply

      Congratulations Marc! Love the perfection of the pic, Kirk =)

    • Julia Kochi

      Julia Kochi 12:24 pm on October 26, 2016 Permalink | Log in to Reply

      Congratulations, Marc!

    • Marc Andres 4:49 pm on October 26, 2016 Permalink | Log in to Reply

      Thank you all! I’ll truly miss working here. You’ve all been great to work with!

    • Min-Lin Fang

      Min-Lin Fang 9:42 pm on October 26, 2016 Permalink | Log in to Reply

      Thank you, Marc, for your help whenever we called upon on you in the classroom. Congratulations!

    • Dylan Romero

      Dylan Romero 5:44 pm on October 27, 2016 Permalink | Log in to Reply

      Congratulations on the new position Marc, you will be missed in the Tech Commons and all across UCSF!

  • Kirk Hudson

    Kirk Hudson 9:09 pm on October 22, 2015 Permalink |
    Tags: staff introduction   

    Belated Welcome to Stephen Fernandez 

    Stephen Fernandez joined the Tech Commons team October 5th. Stephen is the second tech providing critical support to students at the Help Desk while maintaining the computer labs / classrooms.

    Stephen comes to the Library from the UCSF IT Service Desk and Field Services, where he worked as a contractor providing tier II network and desktop support, client integration and remote support. We are excited to put his 20+ years of IT support to use! Stephen’s inside knowledge of centralized IT services has already proven to be of great value.


    If ever there was a true Californian, Stephen’s it. His ancestors setup colonies in the Presidio of San Francisco, present day San Jose, CA and Moraga, CA starting in the 1770’s. In the present day Stephen is co-parenting his 18 month old daughter and teaches Kundalini yoga in Golden Gate Park. If you’ve not met Stephen, stop by the Tech Commons Help Desk in the morning and introduce yourself.

    Welcome Stephen!

    • Gail Persily

      Gail Persily 9:41 am on October 23, 2015 Permalink | Log in to Reply

      So pleased to have you on board!

      • Kemi Amin

        Kemi Amin 2:53 pm on October 23, 2015 Permalink | Log in to Reply

        Welcome Stephen and yes, on “paper” you definitely sound like a Californian!

  • Kirk Hudson

    Kirk Hudson 7:29 pm on September 21, 2015 Permalink |

    Welcome Marc Andres! 

    For staff who weren’t able to attend the Library staff meeting last week, here is an introduction to Marc Andres. Marc is the newest member of the Library Tech Commons team primarily supporting the computer labs / classrooms and helping students at the Help Desk.

    Although new to the Library, Marc is not new to UCSF. Marc was originally hired as a member of the Desktop & LAN Support team, prior to OE and the centralization of desktop support. Marc transitioned from DLS to IT Field Services, and eventually was offered a FTE position with the IT Service Desk. Prior to this Marc worked for a number of mobile phone retailers.

    Marc lives in western Daly City and commutes every day with a few friends. If you live in Daly City, let Marc know and you may be able to work out a commuting schedule.

    Marc is currently enrolled in a Network Administration course at City College of San Francisco. He is also interested in resuming some form of individual or group physical fitness training, particularly indoor rock climbing and jiu jitsu.

    Please help me welcome Marc to the Library.

  • Kirk Hudson

    Kirk Hudson 3:11 pm on August 6, 2015 Permalink |
    Tags: ,   

    Welcome Marc Andres to the Tech Commons 

    Please welcome Marc D. Andres to our team as an Operations Engineer starting Monday, August 10, 2015. His primary work location is the Parnassus Library, M-F 9 AM – 6 PM.

    Marc on 8/6/2015

    Marc on 8/6/2015

    Marc is transferring from the UCSF IT Service Desk (ITSD) to the Library. He is responsible for maintaining all of the Tech Commons computers, the servers behind the scenes, and the Help Desk. Marc brings a wealth of institutional knowledge from working with the former UCSF DLS group, IT Field Services, and most recently the ITSD. In addition to his strong technical skills, Marc has been the level II “go to guy” dealing with difficult and complicated ITSD issues. He has trained new staff joining the ITSD, and created numerous articles for the ServiceNow Knowledge Base. Marc is able to juggle different tasks, and think creatively about technical solutions while maintaining a high level of customer service satsifaction.

    A peer Operations Engineer job is currently posted. We are committed to hiring someone to collaborate with Marc as soon as possible. Marc will have a brief tour of the Library Monday, meeting staff and getting to see the breadth of Tech Commons supported computers. If you don’t meet him during this initial walkabout, stop by the Help Desk and introduce yourself.

  • Kirk Hudson

    Kirk Hudson 4:28 pm on July 24, 2015 Permalink |  

    The migration date to the new Cisco VoIP phones will happen on Wednesday, July 29, 2015 starting at 7 AM. A Quick Reference Guide is available on the Wiki@UCSF in the Computing section at https://wiki.library.ucsf.edu/display/Library/Cisco+7841+Phone+Quick+Reference+Guide.

  • Kirk Hudson

    Kirk Hudson 10:53 am on May 8, 2015 Permalink |
    Tags: staff helpdesk customerservice   

    Welcome Charles 

    When looking for contract Tech Commons Help Desk staffing, we looked for someone with strong customer service skills, Mac and Windows knowledge and a welcoming, enthusiastic character. Charles Chapman possesses all these skills and traits!

    Promise, his smile is infectious!

    Promise, his smile is infectious!

    Charles has many varied interests, and chief among them are technology, music, and design. He looks forward to discovering more about UCSF while providing Help Desk support to students.
    Charles starts work Monday, 5/11/2015 through August 2015. Stop by the Tech Commons Help Desk to say hello.

  • Kirk Hudson

    Kirk Hudson 3:18 pm on November 14, 2014 Permalink |
    Tags: coffee construction   

    Get set, go! Coffee stand construction starting… 

    You have likely noticed the area of the main floor of the Parnassus Library sectioned off with plastic sheeting, next to the elevators and near the Reference office. This is where the coffee stand will be! Yes, it’s finally happening; faster than expected!

    Work on the coffee stand will start in earnest on Monday, 11/17/2014. The projected completion date is early January 2015.

    Work that may disturb normal business operations will be scheduled during off hours. We endeavor to keep staff apprised of the construction timeline, and appreciate your patience during this process.

    Here is a sneak peek of what the coffee stand will look like from the Living Room. More information will be provided by the vendor during the December 1, 2014 Library staff meeting.
    CaffeCentralColor Elevation 2014_11_14

    • Richard Trott 3:29 pm on November 14, 2014 Permalink | Log in to Reply

      Will they really proudly be serving Blue Bottle? Or is that just for the visualization? (I’m kidding. Kind of. Tell me!)

      • Tab McDaniel

        Tab McDaniel 3:50 pm on November 14, 2014 Permalink | Log in to Reply

        Don’t play with my emotions, Kirk. Is Blue Bottle real?

    • Mark Bridge

      Mark Bridge 3:33 pm on November 14, 2014 Permalink | Log in to Reply

      Great going Kirk, Jim!!

    • Jason Hedrick 3:44 pm on November 14, 2014 Permalink | Log in to Reply

      Awesome news! I will definitely consider stopping by!

    • Michele Mizejewski

      Michele Mizejewski 4:19 pm on November 14, 2014 Permalink | Log in to Reply

      But would Lauren Bacall like it? http://youtu.be/LvCeIXnJv-w

    • Kirk Hudson

      Kirk Hudson 6:09 pm on November 14, 2014 Permalink | Log in to Reply

      Wow, 5 comments (public and private) about the brand of coffee. Yes, hand crafted drip coffee from Blue Bottle will be served!

    • Kirk Hudson

      Kirk Hudson 6:20 pm on November 14, 2014 Permalink | Log in to Reply

      Hmm Michele, ‘Betty’ Bacall would appreciate the ‘deep brewed flavah’ of Blue Bottle, but I think she would object to the caffeine.

    • Michele Mizejewski

      Michele Mizejewski 2:40 pm on November 18, 2014 Permalink | Log in to Reply

      I don’t think she’d wait for a pour over either 😉

    • Julia Kochi

      Julia Kochi 2:44 pm on November 20, 2014 Permalink | Log in to Reply

      More importantly (to me!) is what type of baked good will they be offering?

      • Kirk Hudson

        Kirk Hudson 5:15 pm on November 20, 2014 Permalink | Log in to Reply

        Come to the Library staff meeting on December 1 to hear more about the products available at Caffe Central.

    • Margaret Hughes

      Margaret Hughes 8:43 am on November 26, 2014 Permalink | Log in to Reply

      I’m going to have to start a Kickstarter campaign to fund all the almond milk lattes.

    • Kirk Hudson

      Kirk Hudson 5:06 pm on November 26, 2014 Permalink | Log in to Reply

      That’s the creative thinking and problem solving we’ve grown to expect from library staff. Good luck with that personal fundraising campaign.

  • Kirk Hudson

    Kirk Hudson 1:26 pm on August 14, 2014 Permalink |

    Tony Chan, betting on the future 

    If you’ve worked in the Library for more than one year, you know Tony Chan. He may be a quiet man, but he has probably touched almost every one of our computers at one time or another. Perhaps you’ve seen him making sure quarterly Library Staff meeting presentations run smoothly or tweaking the panel in 201 to get the projector to work right.

    Since July 2006 Tony has provided networking infrastructure and desktop support for the Library. A sample of some of the key projects Tony has worked on are:
    • migration to at least three trouble ticketing systems, most recently Service Now
    • wireless migration upgrades
    • hand off of Library managed network management to ITS Engineering
    • configuring new computers, and ongoing maintenance
    • migration from Library managed email and calendaring to centralized Exchange Email and Calendar

    Tony has decided to move on to new opportunities; his last day will be Thursday 8/21. Please stop by the Tech Commons, room CL240 Thursday, 8/21/2014 in the morning to grab a baked good, and join me in wishing Tony well with his future endeavors.

    • Sean Mcclelland 1:36 pm on August 14, 2014 Permalink | Log in to Reply

      Good luck Tony, thanks for all the help over the past few years!

    • Benjamin Stever 1:47 pm on August 14, 2014 Permalink | Log in to Reply

      Best of luck Tony! It’s been a pleasure working alongside you.

    • Julia Kochi

      Julia Kochi 1:50 pm on August 14, 2014 Permalink | Log in to Reply

      Good luck, Tony! Thanks for all your help when I’d come into the Tech Commons in a panic!

    • Evans Whitaker

      Evans Whitaker 2:25 pm on August 14, 2014 Permalink | Log in to Reply

      Tony, thank you for all the help over my year and a half at UCSF! I appreciate your quiet, calm expertise.

    • Rebecca Tang

      Rebecca Tang 2:48 pm on August 14, 2014 Permalink | Log in to Reply

      Best of luck Tony! Thank you for all your help!

    • Lucy Friedland

      Lucy Friedland 5:38 pm on August 14, 2014 Permalink | Log in to Reply

      You’ve always been a great help to me, Tony. Your smiling face will be missed.

    • Min-Lin Fang

      Min-Lin Fang 9:16 am on August 15, 2014 Permalink | Log in to Reply

      Thank you for all your help! Best of luck, Tony!

    • Margaret Hughes

      Margaret Hughes 6:58 am on August 19, 2014 Permalink | Log in to Reply

      I hope you’re enjoying your last week at the Library and good luck on your next adventure!

    • Susan Boone

      Susan Boone 2:53 pm on August 19, 2014 Permalink | Log in to Reply

      Congratulations, Tony!

  • Kirk Hudson

    Kirk Hudson 2:31 pm on July 1, 2014 Permalink |
    Tags: masters graduate,   

    Ben's Master's adventure… 

    starts August 2014 at the University of San Francisco and finishes 27 months later!

    Ben will study for a Master of Science in Information Systems in the School of Management. His course uses traditional classroom and lecture instruction, and an online Learning Management System similar to the Library’s CLE.

    This seems like a perfect match. Ben’s work experience will inform his academic course of study, and his studies will enhance his work and the operation of the Tech Commons. Please congratulate Ben as he embarks on this new scholastic journey.

  • Kirk Hudson

    Kirk Hudson 4:20 pm on July 25, 2013 Permalink |
    Tags: introduction,   

    Welcome, Ben Stever to the Tech Commons 

    Ben Stever
    Please join me in welcoming Ben Stever to the Tech Commons team, starting Wednesday, 7/31/2013.

    Ben will be working in the Tech Commons, staffing the Help Desk and working with Tony Chan to manage the computer labs and classrooms. Although John McWalter left the library and joined ITFS, his hard work and good deeds will continue – he referred Ben to the Library before his departure.

    The picture of Ben is a good indication that he has many varied interests and skills. Most recently Ben worked for the San Bruno Park School District as a IT field technician. His responsibilities included tech support for computers, telephones, electrical and audiovisual equipment for 9 campuses. Ben is a graduate of San Francisco State University with a B.S. in Environmental Studies, Natural Resource Management & Conservation and B.A. in Geography, Natural Resource Management.

    When not at work Ben can be found outdoors enjoying the great outdoors in the greater Bay Area, playing soccer with John McWalter, or… come introduce yourself to Ben at the Help Desk in room CL240 to find out more.

    Welcome Ben!

  • Kirk Hudson

    Kirk Hudson 1:42 pm on June 5, 2013 Permalink |
    Tags: , service   

    Spot Award: Congratulations, Marc Lowe!

    To receive thanks for service provided at a Help Desk is not that common, but Marc received this praise from faculty:

    I wanted to commend… Marc Lowe. He really went above and beyond the call of duty and stayed with me to help resolve my campus email problems (among other issues he helped me identify!) until 7:00 pm, on a Friday, which I am sure was later than he had originally wanted to work. He was extremely helpful, and patient, and a real pleasure to work with.

    Congratulations, and thanks Marc, for the notable service you provide everyday at the Tech Commons Help Desk!

  • Kirk Hudson

    Kirk Hudson 12:13 pm on April 11, 2013 Permalink |
    Tags: art, donation, ,   

    Donation of Artwork for FAMRI Library 

    We are excited to announce the donation of another piece of artwork for the Mission Bay FAMRI Library from Mrs. Frances Bowes. Mrs. Bowes previously donated the large photograph by Edward Burtynsky, Bao Steel #8, Shanghai, 2005 that hangs adjacent to the service desk. The new artwork, a photograph by artist  Markus Hansen, will be installed in the computer lab/classroom on Friday, 4/12/2013.

    For staff unfamiliar with the Library at Mission Bay, I recommend a visit if for no other reason than to look at the impressive collection of donated artwork in the Bishop Collection by artists Pamela Wilson, Richard Serra, Gabriel Orozco and previously mentioned artists.


    Markus Hansen, Untitled (Beds), 1990

  • Kirk Hudson

    Kirk Hudson 5:18 pm on August 29, 2012 Permalink |
    Tags: , , , ,   

    Laudable Customer Service: Marc Lowe 

    Congratulations and thanks to Marc Lowe for providing excellent customer service. A clinical resident requested help connecting to the UCSFwpa secure wireless network. In the process of setting up access to wireless, Marc explained how the resident could efficiently use VPN to download articles remotely.

    “… he (Marc) did a splendid job in helping me better connect to campus resources.”

    “… he (Marc) considerately explained how my previous VPN access was limiting my ability to download articles…” and “he (Marc) setup up the Network Connect app that has immensely streamlined my research capabilities.”

    “Overall, he (Marc) executed his job efficiently and went above and beyond my initial question!”

    Thanks for a job well done Marc!

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