The CaTS Service Desk is the front end of Computer and Technology Services (CaTS). Our customer support representatives will help you find the right solution for your Information technology problems, direct you to the right resource or escalate your issue to the correct CaTS staff.

CaTS uses a sophisticated tracking system (CaTS Tracks) to help us prioritize incoming requests and assign them to the right person. If you want to make sure that your request does not "fall off the table", you must call 4266 or send an email to helpdesk@stmarys-ca.edu.

During support hours (Monday through Friday from 7:30 a.m. until 7:30 p.m. and Saturdays from 7:30 a.m. until 3:30 p.m.)  the CaTS Service Desk provides the following troubleshooting services for both Macintoshes and PCs to the Saint Mary's community:

• Email/Internet
• Remote Access (Modem Dial-In)
• LAN (Local Area Network)
• All Computer Labs on campus
• Supported Applications Training
• Software*
• Hardware*

*SMC owed software and hardware only. (See SMC Hardware and Software Standards)

The CaTS Service Desk currently does not support personal computers from faculty or staff.

CaTS student workers are generally available at the Service Desk until late at night, Saturdays and Sundays. They supervise the computer labs and workstations in the Library and are able to enter tickets that will be addressed on the next business day. In emergencies student workers can escalate issues to the appropriate on-call CaTS engineers and technicians.

Service Desk organization and staff:

• Service Desk Management Team

• Annalisa Schienbein, Customer Support Manager
• Lance Hourany, Manager Desktop Support
• Bob Miller, Lead Technician, Remote Support
• Hamid Mostaghimi, Lead Technician, Imaging

• Service Desk Technicians

• Paul Alejandrino, Client Support Technician
• Dan Cueva, Client Support Technician
• Jesse Estella, Client Support Technician
• Mark Lamb, Client Support Technician
• Lynn Reddell, Client Support Technician