Getting Support
CNR Web/Campus Shared Services IT Staff
42 Giannini Hall (basement, north side)
Office Hours: Monday-Friday, 8:00 am - 6:00 pm
Staff Directory
Printable Information and Reference Sheet 
For solutions to common problems, please visit the CNR IT Support Blog.
Submitting a Help Ticket
In order to handle computing problems in a timely and fair manner, all requests should be submitted through our ticketing system.
- Email your request to or submit it via the web form. When you log in, be sure to select "CNR IT" as the project.
- You will be assigned a ticket number automatically.
- IT staff will respond to your ticket as quickly as possible.
- You can use the ticketing system to view your tickets and our responses.
Important: the ticketing system works with your CalNet directory information. To expedite our services, please ensure that your information is correct and up to date, especially your building address and phone number.
Security and Compliance
College administration is committed to providing IT/web support functions within a secure computing environment. IT staff are required to act in accordance with university guidelines to secure the campus community computing environment. You are expected to comply fully with any recommendation or action we may take in order to mitigate security risks.
About CNR Web/IT
The CNR Web/IT staff members are committed to fast, reliable, friendly support for workstation and web issues for the CNR community.
Web or IT?
Web support covers design and maintenance of publicly available websites – anything you can access with your internet browser (Internet Explorer, Safari, or Mozilla are the most common browsers). Websites are folders that live on a server. A server is a computer that is never turned off. Some folders on the server are configured to be available to anyone who wants to see their contents, which are documents created especially to be viewed with a browser. All websites are just a series of related documents marked up with special tags that allow them to link to each other and display in the browser as “webpages.” Common web documents include HTML, PHP, and ASP. Other documents can be hosted on a website, such as a PDF.
IT support covers all other issues of computing, everything from making sure all your hardware works to configuring the software on your computer to work correctly. Hardware means any physical piece of equipment: computer, monitor, speakers, printers, external hard drives, or anything else you plug into the computer. Software is a set of instructions that tell the computer what to do. Microsoft Word, Mozilla Firefox, and CalAgenda are examples of software programs.
Staff Directory
Ticket System
Submit a request for help via email: , Access the ticketing system online
Gary Casterline, Computer Resource Manager
42 Giannini # 3100, 642-5583,
Stuart Damon, Computer/System Support
42 Giannini # 3100, 643-8481,
Ivan Ordonez, Computer/System Support
42 Giannini # 3100, 642-9957,
Jason Trout, Computer/System Support
42 Giannini # 3100, 643-7861,
Joe Bunik, Web Manager
33 Giannini # 3100, 642-0975,
Response Schedule
Upon creation of your help ticket, you will be assigned a response type. Our response time to your request is determined mainly by the the response type. A variety of other factors is also taken into consideration, including ticket order, backlog, daily staffing, potential impact of furloughs, and the relative importance of the function to the operation of the college. Our goal, however, is to be as fast and efficient as possible in responding to your needs.
Emergency Response (Out of Service)
Email, Network, Hardware Failure
Active Security Compromise
O.S. Failure Resulting in Computer Crash
Data Recovery
Priority 1 (Operational but in need of attention)
Printer or Program (ie, specific applications) Failure
Security Vulnerability Issues
Priority 2 (Routine Maintenance)
Software Upgrades
Connecting Peripherals
Priority 3 (Configuring/Enhancing)
Technical Inquiries
Not Supported
Proprietary software training (Consult ICE service for support)
Personal/lab website maintenance (Hire freelancer/GSI)
CNR does not support email services. All faculty, staff, and graduate students are requested to sign up for an email account with CalMail, and acquire an @berkeley.edu address.
CNR IT staff can help you configure your computer's software to work with your CalMail account. Please submit a help ticket to for assistance.
Email Lists
CNR IT staff administers a large number of email lists for faculty, staff, and students. Please see Email Lists for an explanation of the structure.
CNR IT staff populates these lists with guidance from departmental MSOs. If you are missing from a list, please submit a help ticket to for assistance./p>