This document outlines roles and responsibilities for the Midrange team in supporting the ISETS/INvest project. It discusses providing technical support across several areas including applications, servers, security, and integration with other agencies. It emphasizes the importance of experience, training, and acting as a control gate for level 3 support tickets. Charts are included showing the project organization and Midrange's role in the software development lifecycle.

1. Raziq Fareed
Jul 18, 2011

2.  Explain current roles and responsibilities
 Understand the Project Governance
 Impact of INvest
 Preparedness for INvest
 Prepare a PLAYBOOK for Midrange

3.  ISETS/INvest Technical Support
 Midrange Support to Agencies/Office
 Complexity of County setup
 Team Work
 Project Organization Chart
 Midrange Role in WBS for ISETS/Invest
 ISETS/INvest Cycle
 Midrange Project Role
 Midrange responsibilities – pipeline
 Midrange Professional certification/Training
 Road to INvest

4.  i5 server
 Mainframe
 DR server
 AS400 & Gateway server
 Server support, security
 Router/UPS
 ISETS
 SharePoint
 MS access
 Letter Genie /New DOCGEN
 Lombardi
 IRS Security
 Other application support
(EFTScrubber, Supportnet, PHD, FICM, Bank Recon, OCSE
Insurance match, BOPAWS, Foster Case Closure, Cognos
DWH, QUICK, PANOPTIC, TRS, EPPIC, SDU etc

5.  Project users
 Deloitte
 CSB
 County Clerk
 County Prosecutors
 Banks (File transfer, Bank Recon)
 IOT
 AT&T
 ACS
 County vendors

6.  Offices
 External Vendor
 Network configuration
 Hardware configuration
 Software configuration
 Integration with other government agencies

7.  Being part of a support team requires experience
 Midrange has 5 experienced personal
 Each one of them have the experience in tough project
conditions
 Everyone in Midrange should have the ability to support at
level 3 of user application
 Support should be provided at all times and should not be
dependent upon one individual
 Supporting level 3 tickets is a primary and a coordinated
effort
 60/40 rule – 60% of their time will be spent on level 3
tickets and 40% will be spent on SDLC project

8. Project
Sponsor
Business
Project Manager
Process Owner
State Subject Business Analyst
Matter Expert
Technical
Support
County Subject
(Midrange)
Matter Expert

9. PMO Req Design Develop Test Deploy
•Monitor & •RJAD •Solution •Development •Test Plan •Training
Control •Initial BRS Architecture methodology development material
•Communication •RJAD sessions Document •Detailed •Unit Test development
•Change Control •Detail Design development •System Test •Training
Document plan •User Test schedule
•User prototype •Source code and development
approval •User Training
documentation
•Version control
& System
configuration
•Will be involved
management
in architecture
•Midrange is part design
of the TAC team •Will be assisting
•Technical •Providing •Providing
in training
design technical technical
support support •Will assisting in
deployment

10. User Support Developer
(Consumer) (Retailer) (Manufacturer)
•Application •3rd level support •Midrange created
•Technical •Problem application
•General help determination •Midrange follow
•Control gate at SDLC process
level 3

11.  Midrange have always been and can be a one
stop shop
 Three members are part of Technical Assessment
Committee (TAC)
 Apart from being part of SDLC, Midrange also
work on ad-hoc request
 Midrange should be aware of all current/future
ISETS/INvest application
 Midrange will act as control gate at level 3
 Advantage of having knowledge at level 3
reduces number tickets sent to Triage
 Lesser the ticket more efficient the Triage can be

12.  AIX support
 Docgen tool Procurement, Install, support
 Lombardi process portal
 Admin Claim
 CI/CM support
 Future INvest application
 Integrating (application/network) INvest with
other agencies

13. Process Training Experience
Effective ticket Lombardi, Docgen
Utilize the expertise
response tool training
Balanced work load Trained staff Retain the expertise
Streamlined task Carrier
flow & improvement &
prioritization Personal attention
Up to date info on
Team building
INvest

14.  Trained on Lombardi
 Trained on AIX
 Certified in Java Programming (Oracle
Certified in Programming)
 Trained in PMI
 Trained in requirements gathering