Information Services and Helpdesk

Information Services

Helpdesk Contact Information

Support requests may be made via the Information Services Self-Service Portal or via phone (508-289-2439) or email (helpdesk@whoi.edu).

IS Mission Statement

The Information Services department provides effective information resources, technologies, services, solutions and support to help achieve the scientific, engineering, academic, research, and business operations goals of the Institution.

IS Vision Statement

The Information Services department will be a recognized leader and trusted partner in supporting the Institution's mission through excellence in information resources and technologies. We will be known for our outstanding support and services, integrated, robust and seamless systems, and innovative use of technologies.

Visiting WHOI

VPN

Information Services offers Global Protect as our VPN client which provides access to WHOI internal resources while working remotely

Global Protect is available for download along with installation instructions at https://remote.whoi.edu

Please be sure to download and review the installation instructions prior to installing Global Protect

When prompted by DUO, enter your email username and password then click "Log in"

Select your DUO method ("Send me a Push" is recommended)

Once logged in, select Windows or Mac to download the agent (Linux users should contact the Technical Assistance Center (TAC) at 508-289-2439).

Don't forget to download the installation instructions and full Usage Guide while on campus!

WHOI Guest Wireless Network

WHOIguest provides short-term visitors access to the WHOI wireless network.
Visitors do not need to register their devices with Information Services to connect.

The WHOIguest key changes monthly on the first day of the month.
The new key is accessible on the WHOI internal website under "Resources" (right hand column at the bottom). Click "WHOIguest password" and enter your WHOI email username and password.

Please Note - This is an internal website only accessible from within the WHOI network. You will be prompted to enter your WHOI email username and password to access the key. If you do not have a WHOI email account, please contact the IS Technical Assistance Center (TAC) at 508.289.2439.

We ask that WHOI employees not connect to the guest network but reserve it for visitors only.

WHOI internal services (printing and access to internal websites) are not available when connected to WHOIguest for security reasons.

WHOI Internal Website: https://www.whoi.edu/internal (must be on-campus or connected to VPN if working from home to access).

End User Technical Support/TAC

The Technical Assistance Center (TAC) is run by the End User Technical Support team.

Support requests may be made via the Information Services Self-Service Portal or via phone (508-289-2439) or email (helpdesk@whoi.edu).

TAC Services and Support provided:

AV Support
Backup and Archiving
Desktop/Laptop Support
Data Recovery and Migration
Disk Imaging
Electronic Equipment Disposal
End User Communications
Equipment Lending
IS Project Support
Legacy OS Computing
Malware and virus removal
Mobile Devices
Peripherals
Purchasing Hardware/Software
Scientific Computing
Software Site licensing
Technical Assistance Center/Help Desk
Training

Who we are

Our Staff

Information Services (IS) is organized into teams under the leadership of the Senior Director for Information Services, Keith Glavin.

Senior Director for Information Services	Keith Glavin
Team	Manager
Network & Telecommunications	John Parker
Systems, Storage, & High Performance Computing	Roberta Schilling
Cybersecurity	Mark Jones
Business Systems	Carlo Mormina
Science & Engineering Team	Raj Mishra
End User Technology Services (EUTS)	Scott Cramer

What we do

Network & Telecommunications

Multi-campus, 1Gbps Wired network connectivity (5,000+ nodes)
Multi-campus, enterprise Wi-Fi connectivity (2,000+ clients)
Visitor Wi-Fi eduroam service
Visitor WHOIguest Wi-Fi service
Campus Internet access via 2 Service Providers(Opencape/Comcast)
Campus Internet-2 access via 10Gbps link to Boston (Northern Crossroads)
Manage multi-campus Fiber Plant (20+ miles of fiberoptics across 55+ buildings)
Certified Fiberoptic staff with onsite core-fusion splicers, OTDR, LFD & FOTK
Provide High Availability (HA) High Speed Datacenter Server connectivity (175+ 10Gbps ports)
Manage HA DDI system (DHCP, DNS, IP Address Management) (BlueCat)
Manage a 1,600+ user Phone System (Cisco Unified Call Manager)
Provide HA-VPN / Remote Access (Palo Alto/Global Protect)
Martha's Vinyard Costal Observatory (MVCO) network connectivity
R/V Tioga Network Infrastructure
R/V Atlantis Network Infrastructure
R/V Armstrong Network Infrastructure

Systems, Storage, & High Performance Computing

CyberSecurity

Business Systems

Science & Engineering Team

Project Management Methodology

We are committed to the application of Project Management best practices in all our projects. We employee PMP certified practitioners and follow the Project Management Body of Knowledge (PMBOK) guidelines.