Office of Telecommunications May 7th , 2007

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  • 1. Operations and Technology 2. Campus Access & Security Services 3. Customer Service 4. Administration 5. Financial Services
  • Office of Telecommunications May 7th , 2007

    1. 1. Office of Telecommunications May 7 th , 2007
    2. 2. OTC’s Mission Statement Connecting our University Community with global communication solutions in a customer-focused , business-oriented environment emphasizing service excellence .
    3. 3. Agenda <ul><li>History and Overview </li></ul><ul><li>Know the OTC Team </li></ul><ul><li>Multiple Customers Bases </li></ul><ul><li>Multiple Communities </li></ul><ul><li>Multiple Services </li></ul><ul><li>How to Contact Us </li></ul>
    4. 4. <ul><ul><li>Established 1986 w/ 6 Employees </li></ul></ul><ul><ul><li>2006 100 + Employees </li></ul></ul><ul><ul><li>$ 2.5 Million E&G Budget </li></ul></ul><ul><ul><li>$ 9 Million Auxiliary Budget </li></ul></ul><ul><ul><li>On-site, In-building Class 5 C.O. </li></ul></ul><ul><ul><li>10 GB Connection to FLR </li></ul></ul><ul><ul><li>Cisco-Based 10 Gig On-campus Backbone </li></ul></ul>Overview and History
    5. 5. On July 1 st , 2005… + E&G Auxiliary
    6. 6. Organizational Chart FSU Help Desk CASS Billing & Coll. Admin Proj & Dev Purch. & Invent Fin. Report. Net. Eng Net. Core IMR OTIS A&P Positions = 34 USPS Positions = 42 OPS Positions = 13 Open Positions = 4 TOTAL 93 Change Mgt & Projects Student & Pers. Svc
    7. 7. Position Funding in OTC A&P Positions = 34 USPS Positions = 42 OPS Positions = 13 Open Positions = 4 TOTAL 93 A&P     USPS    OPS    Total AUX     18        32      10        60  E&G   16 10 03        29
    8. 8. Multiple Communities How Services are Funded/Offered State Funds “ Departmental Budgets” Departmental Services Personal Services Business $ “ FSU Affiliates” OTI Funded “Service Based” OTC’s Enterprise Personal $s Employee Personal $s Student OTC’s Auxiliary OTC’s E&G
    9. 9. What Drives our Businesses Type of Budget Spending Limited By Reports Compiled Departmental Auxiliary Cash Accrual Financial Statements Network Services E&G Budget Detail of Expenditures Students Auxiliary Cash Accrual Financial Statements Wireless Services E&G Budget Detail of Expenditures
    10. 10. Multiple Businesses Departments & FSU Business Affiliates Employees & Students DialTone Long Distance Instruments Features Voice Mail Cellulars PDAs Outlook Integration VoIP Blackberry <ul><li>Lineup </li></ul><ul><li>SCV info </li></ul><ul><li>FSUPD channel </li></ul><ul><li>SGA Movies </li></ul><ul><li>HBO & HBO 2 </li></ul><ul><li>MTVU </li></ul><ul><li>Seminole Cable Vision </li></ul><ul><li>Digital Services </li></ul><ul><li>HDTV </li></ul><ul><li>Video-conference </li></ul>Core Network Access -VPN Access Off Campus Access -DSL -High Speed Cable -Dial up Departmental Support -SLU (2 options) VOICE VIDEO DATA CALL CENTER ACCESS & SECURITY FIVE TELECOMMUNICATIONS BUSINESS AREAS
    11. 11. Service Level Understanding (SLU) <ul><li>Services Not Clearly Defined Service Defined </li></ul><ul><li>Best Effort Only Best Effort Support Outlined </li></ul><ul><ul><ul><ul><ul><li>Base Line Connectivity </li></ul></ul></ul></ul></ul><ul><li>Support Personnel Not Always Help Desk & 2 nd Tier </li></ul><ul><li>Reachable Escalation Process </li></ul><ul><li>Varying Level Of Parts Inventory Inventory Levels Set </li></ul>General Overview After Merger Before Merger <ul><li>10 Mb </li></ul><ul><li>50Mb </li></ul><ul><li>Services Not Clearly Defined Service Defined </li></ul><ul><li>Best Effort Only Best Effort Support Outlined </li></ul><ul><ul><ul><ul><ul><li>Base Line Connectivity </li></ul></ul></ul></ul></ul><ul><li>Support Personnel Not Always Help Desk & 2 nd Tier </li></ul><ul><li>Reachable Escalation Process </li></ul><ul><li>Varying Level Of Parts Inventory Inventory Levels Set </li></ul><ul><li>10 Mb </li></ul><ul><li>50Mb </li></ul>
    12. 12. Additional Basic Services Not Available Blanket Campus Maintenance Agreements Not Available Established Network Equipment Standards Not Available Training For Departmental Support Personnel Additional Optional Services Not Available Service Response Guarantee Not Available 100 MBPS To The Wall Plate Not Available Life Cycle Equipment Replacement Not Available Departmental Reasonable Wireless Not Available Scheduled Preventive Maintenance Not Available Preferred Partner Technology Deployment Before Merger After Merger
    13. 13. Multiple Businesses Departments & FSU Business Affiliates Employees & Students DialTone Long Distance Instruments Features Voice Mail Cellulars PDAs Outlook Integration VoIP Blackberry <ul><li>Lineup </li></ul><ul><li>SCV info </li></ul><ul><li>FSUPD channel </li></ul><ul><li>SGA Movies </li></ul><ul><li>HBO & HBO 2 </li></ul><ul><li>MTVU </li></ul><ul><li>Seminole Cable Vision </li></ul><ul><li>Digital Services </li></ul><ul><li>HDTV </li></ul><ul><li>Video-conference </li></ul>Core Network Access -VPN Access Off Campus Access -DSL -High Speed Cable -Dial up Departmental Support -SLU (2 options) Card Access Security CCTV Blue Lights Elevator Phones ResHall Entrance Phones 644-HELP Support Request Tickets 3 ways - Phone - Email - Chat Open 7Days a Week Directory Assistance Online Invoice Notifications VOICE VIDEO DATA CALL CENTER ACCESS & SECURITY FIVE TELECOMMUNICATIONS BUSINESS AREAS
    14. 14. Statistics
    15. 15. Voice Statistics <ul><li>Phone Lines </li></ul><ul><ul><li>TDM -12.747 </li></ul></ul><ul><ul><li>VoIP - 46 </li></ul></ul><ul><li>Voicemail - 5,000 </li></ul><ul><li>Cable TV Outlets - 2,400 </li></ul>
    16. 16. Core Statistics <ul><li>Border Routers = 2 </li></ul><ul><li>Core Routers = 9 </li></ul><ul><li>Fiber Connected Buildings = 115 </li></ul><ul><li>Wireless Access Points =  408 (Wireless in Buildings = 67) </li></ul><ul><li>Outdoor Wireless Coverage = 71% </li></ul>
    17. 17. SLU Statistics <ul><li>Service Level Understanding  </li></ul><ul><ul><li>SLU Data Ports - 1988 </li></ul></ul><ul><ul><li>SLU Single Access Points - 33 </li></ul></ul><ul><ul><li>SLU Wireless Arrays - 2   </li></ul></ul>
    18. 18. Off-Campus Access Statistics <ul><li>Off Campus High Speed Customers (Dept & Personal) - 175 </li></ul><ul><li>Dialup - 60 </li></ul>
    19. 19. Cellular Statistics <ul><li>Cell Phones – 600 </li></ul><ul><ul><li>Includes Blackberries/Smartphones = 167) </li></ul></ul><ul><li>Outlook Integration = 106 </li></ul><ul><li>Pagers = 134 </li></ul>
    20. 20. Emergency Services Statistics <ul><li>Blue lights - 361 </li></ul><ul><li>Elevators – 171 </li></ul><ul><li>Access system </li></ul><ul><ul><li>Buildings – 56 </li></ul></ul><ul><ul><li>Panels – 112 </li></ul></ul><ul><ul><li>Card Readers - 660 </li></ul></ul><ul><li>Security systems - 74 </li></ul><ul><li>CCTV cameras - 39 </li></ul>
    21. 21. Customer/Client Support Statistics <ul><li>Help Desk Calls (monthly) - 9,000 </li></ul><ul><li>Repairs (monthly) - 1400 </li></ul><ul><li>Orders (monthly) - 350 </li></ul>
    22. 22. How to Contact OTC Just say “HELP!” By Phone 644- HELP By Email HELP @fsu.edu By Web http:// HELP .fsu.edu Main Office Rod K. Shaw Building 644 West Call Street Mon. – Fri. 8am – 5pm Technology Service Help Desk University Center Mon. – Fri. 7am – 9pm Weekends 10am – 6pm OTC Satellite Office T116 Olgesby Union (Behind Einstein Brothers Bagels) Mon. – Fri. 9am – 4pm
    23. 23. OTC’s Mission Statement Connecting our University Community with global communication solutions in a customer-focused , business-oriented environment emphasizing service excellence .
    24. 24. Thank you Office of Telecommunications May 7 th , 2007

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