Reaching IT During the Crisis - March 19, 2020

From: Vice President of Operations and CIO
Sent: Thursday, March 19, 2020
To: CCNY Faculty, Students and Staff
Subject: Reaching IT During the Crisis


CCNY VP Operations CIO

Dear Faculty, Students and Staff,

Main Site
https://www.ccny.cuny.edu/it
Academic Technology Services (iMEDIA)
https://www.ccny.cuny.edu/it/conferencing-services

Service Desk
Our Service Desk can be reached by sending an email to servicedesk@ccny.cuny.edu .  Your request will be handled as quickly as we are able, realizing that our staff anticipates a large volume of requests.  I have asked ServiceDesk management to prioritize calls from faculty that are impacting a class.  For students, remember that your classes should be recorded so if you are unable to participate live, due to a technology issue, you should be able to watch the lecture once your problem is resolved. 
The service desk will also have the ability to open up a zoom session with you if one is required to resolve your issue.  Zoom has the ability for you to share your screen with the technician or have the technician remote into your machine to assist.

24 Hour Office of Information Technology Chat Room
The Office of Information Technology will be monitoring a chat room that is available to you 24/7.  While we will not have staff monitoring this channel 24/7, I have asked my staff to frequently check for questions and try to respond as soon as possible.  To reach out to us through this channel, go to https://tinyurl.com/CCNYOIT and login with your CUNY login credentials ( firstname.lastname##@login.cuny.edu ).

Instructional Technology Chat Room
This chat room is for questions regarding using the teaching tools provided – Blackboard Collaborate Ultra, Zoom and BlueJeans.  It will be monitored by staff who can assist you, as well as by anyone reading the chat room that may know the answer to your question.  We are encouraging those faculty with experience to occasionally check in on this chat room and see if you can be of assistance.  We are hopeful we can all work on this together.  The channel for this room is https://tinyurl.com/CCNYInstructionalTech and login with your CUNY login credentials ( firstname.lastname##@login.cuny.edu ).

Virtual - Distance Learning & Conferencing Support Bridge
https://ccny.zoom.us/j/2126505480
Ask questions regarding Blackboard, Zoom and BlueJeans. 
Virtual - Technology Support Bridge
https://ccny.zoom.us/j/2126507000
Ask questions about your technology problems including hardware, software and networking issues.
CCNY Conferencing Service Support
https://www.ccny.cuny.edu/it/conferencing-service-support
Activate your CCNY Zoom account at:
https://ccny.zoom.us

Ken Ihrer
Vice President of Operations
Chief Information Officer
The City College of New York