About Us

Audiovisual Services (AVS) offers technical support for students, faculty, staff, and visiting organizations. AVS sets up and maintains equipment in classrooms, conference rooms, and auditoriums, including:

• Technology-rich classrooms with projectors, screens, speakers, podium PCs, device connections, and control panels.
• Video conferencing hardware and software support for Zoom, Webex, Microsoft Teams, and more, with camera and microphone setup.
• Document cameras for classroom or remote use.
• Public address systems.
• CNM Glass support (Westside Campus only).

Consultation: AVS helps faculty and staff identify, purchase, and use instructional and presentation technology. They research emerging tech and assist with room design.

Training: Learn to use AV equipment before your class. AVS offers hands-on training for individuals or groups.

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This team is the engine room of CNM's digital infrastructure, powering systems, applications, and platforms that keep the college running. Whether you're logging into a course or data is syncing overnight, they make it happen. The team is divided into four groups:

Linux Administration: Manages CNM's open-source environments, automating and orchestrating essential services.

Microsoft Administration: Oversees Windows Server, Active Directory, Microsoft Entra and Azure integrations, account provisioning, email, multi-factor authentication, and device compliance.

VMware and Virtualization: Maintains virtual infrastructure to ensure scalability, flexibility, and high availability.

Database Administration: Manages Oracle, SQL Server, and other databases that power learning systems, enterprise apps, and reporting.

ITS Desktop Support offers a wide range of technical services to ensure the CNM community has reliable support for computers and classroom technology.

In-Person and On-Site Support: Visit our team at various campus locations for prompt, friendly assistance.

Computer Troubleshooting: Having computer issues? Submit an ITS Support request with your:

• Computer tag number
• A detailed description of the problem
• Any error messages, and screenshots

Virtual Desktop Infrastructure (VDI): Use CNM’s powerful virtual environment to run software and complete coursework anytime, anywhere.

• Access a Virtual Desktop
• VDI Tip Sheet

This team builds and maintains custom software solutions that integrate with key systems like Banner and Brightspace, manages Java application servers, and supports departments by troubleshooting issues, extracting data, applying updates, and automating processes to ensure reliable access to CNM data.

Integrations: Builds and maintains integrations between several platforms including ERP/SIS Workday platform and all third-party applications such as space management, parking services, Brightspace. Troubleshoots data consistency issues and tracks down complex data migration problems.

Banner Operations: Maintains Ellucian’s Banner ecosystem for departments such as Finance, HR, Enrollment, Financial Aid, and Payroll.

Web Services: Supports CNM.edu, myCNM, and other websites and content management system platforms. Develops sites and applications that keep CNM connected.

The Information Security and Compliance team manages CNM's cybersecurity strategy, policies, and compliance efforts. They work to ensure the college's information and digital assets are protected by setting standards, maintaining required safeguards, and collaborating closely with the Security Operations team to put effective technical controls in place.

Security Services and Resources

Cybersecurity Awareness: Learn how to protect yourself and CNM’s systems. Learn more about Cybersecurity Awareness.

Phishing Alarm: Use the Report Phish button in Outlook to flag suspicious emails. Learn more about the Report Phish button.

Remote Access: 

• Learn more about VPN.
• Access Virtual Desktop Infrastructure (VDI) and view the VDI Tip Sheet.

Multifactor Authentication: Add extra security to your CNM account. Learn how to set up multifactor authentication.

The Network Operations team designs, deploys, and maintains CNM's wired and wireless networks, telecom systems, and infrastructure. They keep over 40,000 unique devices connected across more than 40 buildings every month.

From core switching, fiber optics, and wireless access points to phones, radios, cooling systems, and digital signage, they ensure seamless connectivity. They're involved from the planning stages with architects and engineers through to installation and ongoing support. 

• Phone Services 
• Network Services

Part of the Office of the Chief Information Officer, this team manages daily operations for CNM ITS, including:

• Purchase orders and invoices
• Operational and project budgets
• Enterprise software licensing budgets
• Travel coordination

The Project Management Office (PMO) guides projects from start to finish. Technology Consultants and ITS Business Analysts help departments develop strategic roadmaps. Once a project is approved, a dedicated ITS Project Manager oversees it to completion -- on time, on budget, and within scope.

Faculty and staff can view more on the ITS Project Management SharePoint.

The Security Operations team protects CNM's systems, data, and users by designing and maintaining safeguards like email filters, firewalls, VPN, endpoint protection, and multi-factor authentication. They do more than monitor threats -- they actively search for vulnerabilities, investigate suspicious activity, and respond quickly to keep CNM secure.

They also work directly with students, faculty, and staff by promoting cybersecurity awareness, helping recover compromised accounts, and sharing tips to stay safe online. Combining technical expertise with a focus on people, they ensure CNM’s digital campus stays protected and resilient.

ITSMO develops sustainable processes and best practices across ITS, advancing operational maturity. They refine procedures, especially around hardware tracking and auditing, and support long-term oversight for CNM.

ITS Support acts as the first contact for the ITS Department and is dedicated to providing excellent customer service and support via telephone, email, the ticketing system, and PC remote control.  We measure our success weekly via industry-standard best practices Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

The ITS Technical Training team helps you build tech skills through:

• Instructor-led sessions
• Tip sheets and user guides
• New employee technology orientation
• One-on-one, department-specific, or custom training
• Special request sessions

View Technical Training News and Info for more information.

ITS follows a range of ITIL processes to keep services reliable, secure, and continuously improving:

Incident Management: Restores services as quickly as possible after an interruption, logs incident details, matches them to known problems, and prioritizes based on impact and urgency.

Problem Management: Identifies and addresses the root causes of incidents to prevent future disruptions.

Change Management: Minimizes risk by carefully managing additions, modifications, or removals that affect IT services, including infrastructure, processes, documentation, and supplier interfaces.

Asset and Configuration Management: Plans, tracks, audits, and manages IT assets and their relationships to maintain a clear view of CNM’s infrastructure.

Request Fulfillment: Manages the life cycle of all service requests, handling many smaller or low-risk requests efficiently.

Knowledge Management: Collects, analyzes, stores, and shares information to improve efficiency and reduce the need to rediscover solutions.

Continual Service Improvement: Uses quality management practices to learn from successes and failures, always aiming to increase the effectiveness and efficiency of IT services.

SLAs define how service tickets (technical incidents and reported issues) are prioritized and handled. They guide our response based on the impact and urgency of each issue to ensure timely support.