TMS Service Catalog List of the Services Provided by TMS

Transcription

1 Management Oversight (Matt Flood) Leadership, Strategic Planning, Customer Focus, Measurement and Analysis, Workforce Focus, Process Management, and Results (1-7) Technology Procurement and Inventory Management (9) Customer Support Services (10) Student Services (11) Business Services (12) Administrative Training (19) Campus Technology Specialist (CTS) OnSite Support (18) Technology Services (Kevin Billings) Technology Access (8) Enterprise Operations (13) Technology Peripherals (14) Computer Services (15) Phone Services (21) Local Area Network Services (16) Wide Area Network Services (17) Educational Technology (Steve Koester) Educational Technology (20) Library and Instructional Media Services (21) 1 P a g e

2 Management Oversight (1-7) Direct and manage the Educational Technology and Technology Management Systems Departments for the district. Assist schools and administrative departments in development and implementation of plans to address technology needs (including evaluation of hardware and software as well as management of information relating to attendance, grade reporting, scheduling, demographic data, and budgetary information). Establish and implement managerial and operational controls to monitor system performance, analyses, implementation, and operating costs to maximize return on all technology and training investment for instructional and administrative requirements. Ensure that computer services operations and purchases are supportive of the instructional goals and objectives of the district and the attainment of the Campus Performance Objectives (Academic Excellence Indicator System). Coordinate with the Director of Curriculum, Instruction, and Staff Development to implement districtwide staff development for all employees who use technology materials. Administer the information services and technology budget and ensure that programs are cost-effective; compile budget and cost estimates based upon documented programs needs. Coordinate the purchase of all computer hardware, software maintenance, and supplies. Initiate purchase orders and bids in accordance with budgetary limitations and district policies. Define job performance expectations of technology staff, evaluate job performance, conduct conferences, develop training options, and improvement plans for the technology department. Implement data-driven decision making for improvement efforts based on best practices. Maintain and develop as necessary procedural guidelines and documents for managing, controlling, and optimizing the district s infrastructure and information management system. Oversee and provide financial management for all technology funds. Provide long-term cost reductions and process improvements through strategies optimize the use of technology in the district. Maintain a technology organization plan that creates an environment that supports, encourages, and measures professional development while controlling overall staffing costs. 2 P a g e

3 Management Oversight (1-7) Continued Stay abreast of trends and developments in both technology and the integration of technology in the educational sector that may impact the overall effectiveness and efficiency of the district. Demonstrate behavior that is professional, ethical and responsible and serve as a role model for all district staff. Maintain friendly customer-service-driven interactions with all stakeholders, students, teachers, administrators, and co-workers. Work cooperatively with co-workers and supervisors to ensure that the goals of the school/department are being met. Maintain a positive and professional tone in all communications (i.e., , written, and verbal). Board Goal 4.a Achieve an overall average of 95% in TMS service areas based on the results of TMS Key Performance Indicators (KPIs) 3 P a g e

4 Management Oversight Technology Procurement / Inventory Management (9) Manage processing, ordering, and receiving technology equipment for the district, and create work orders for installation. Procure all hardware and administrative software, and technology infrastructure purchases. Coordinate all related bids with vendors. Analyze user s technology requests to ensure proper use of funds and standardization. Enter and maintain all technology equipment in the district inventory database. Prepare and coordinate technology related bids, such as hardware components, wiring, file servers, and service contracts. Facilitate and track all district software purchases and license agreements to ensure legal use of software. Coordinate technology warranty work and equipment. Oversee the computer equipment room for cleanliness and organization, and maintain stock technology parts for repairs and upgrades. Coordinate with Central Receiving and maintain a current inventory count of items received, items going to auction, and items being sent to TMS and other campuses. Prepare and maintain bi-weekly employee payroll information for the department, keep all necessary forms available, and enter maintenance work orders. Provide overall office management for the TMS department. Recommend District technology standards. Maintain the TMS website to include all technology pricing information. Assure the best technology pricing so district funds are spent wisely. Process inventory removals and remove from inventory database. 4 P a g e

5 File E-Rate reimbursements with the Schools and Library Division and follow-up, collect, and tabulate funds. Management Oversight TMS Customer Support Services (10) Provide the first line of support to Goose Creek users and Campus Technology Specialists. o Support the TMS Customer Support Services Phone Line o Expedite and ensure TMS problem resolution Analyze service requests, conduct detailed problem analysis, and make appropriate assignments. Assess priority designations and assure accuracy. Track work order requests to closure and ensure customer satisfaction. As time permits, contact requesters to assure the service performed met or exceeded their expectations. Monitor service request response time, and priority designation. Implement initiatives for overall technology service improvement. Monitor TMS workflow activity by preparing reports for overdue work orders and time accountability. Provide remote access support to technicians and Campus Technology Specialists. Escalate customer issues to management. Define and maintain TMS processes and store in an information portal. Research software and network issues with technical TMS staff. Support TMS employees. o Create work orders when needed. Back up Technology Access Coordinator/Network Managers. o Reset network passwords and accounts. Monitor Internet websites and run content filtering reports. 5 P a g e

6 Management Oversight Student Services (11) Provide primary support for Student Services applications which include scheduling, attendance, grade reporting, PEIMS, transcripts, GPA / class rank, graduation requirements, testing (TAKS, EOC, etc.), medical, and special populations. Direct and/or develop system requirements analysis, system designs, and research studies in response to customer provided system specifications. Download and convert all necessary files to external applications and 3 rd party software vendors. Provide technical leadership in complex systems and analysis to lower level technical staff. Conceptualize and design computer programs and/or systems to solve complex problems and meet customer needs. Provide training and support related to student accounting application users. Develop and maintain adequate student service application documentation. Apply programming and/or systems expertise to identify potential problem areas, ensure system flexibility to accommodate future system refinements, and provide maximum hardware / software compatibility. Develop system requirements analysis, system designs, and research studies in response to customer provided system specifications. Develop, implement and maintain complex programs or systems including assessing and reviewing systems for possible refinements or design changes. Apply quality techniques such as problem prevention and root cause analyses. Represent the Department as a technical expert in the field of specialization in discussing new developments with users and vendors. Stay abreast of Texas Education Agency mandates, ensuring that the current student application software can fulfill these mandates, and make system design changes when required. Perform evaluations in the development, implement and maintain complex programs or systems including assessing existing software for potential application, review completed programs or systems for possible refinements, investigate suitability of design change suggestions, and verify that all required modifications have been made to affected documentation. 6 P a g e

7 Management Oversight Business Services (12) Provide day-to-day support for Business Services software o setup jobs, o know system flows/processes o understand database structure Support end-of-month processing Perform fiscal and calendar year processing o Job and Assignment record rolls o Salary adjustments o Calendar set-up o Increment tenure o Review and update Warehouse Catalog o Position control clean-up and roll o Roll open purchase orders and outstanding invoices Manage purchase orders, requisitions and checks Support custom business services in-house programs Assist with quarterly PEIMS submissions Finance budget for the upcoming year Manage employee pay and fringe benefits Maintain employee responsibility by teaching classes Support Accounting, Purchasing, PEIMS, Payroll, Accounts Payable and Personnel staff Maintain software for insurance (employee deductions, reporting) Maintain software for criminal history Maintain applicant tracking software 7 P a g e

8 Management Oversight Business Services (12) Continued Provide systems and requirements analysis, custom programming, and overall support in Payroll and Personnel software applications, including: o Payroll cycle process o Insurance first financial interface o TRAQS monthly report Perform preliminary processing and balancing of W-2 reports Maintain annuity/pension system, includes monthly, fiscal year-to-date, and calendar year-to-date processing Generate annual contracts for educators and administrators Support the Paperwise workflow process for new hires, transfers and terminates Manage the Eduphoria/PDAS appraisal system district-wide Manage the Kronos timekeeping and attendance system, interfaces and timeclocks 8 P a g e

9 Management Oversight Administrative Training (19) Design and conduct needs assessment to determine our administrative user s technology needs. Based on those needs redesign or enhance our administrative training program. Research and evaluate new software applications. Provide and maintain a quality, up to date training facility. Coordinate and facilitate administrative training district wide for upcoming applications including financial and student management software. Work collaboratively with campus based technology specialist and district staff to best utilize the current and future technology. Design training in the following areas: o Classroom Instruction for Staff Development at TMS o In-house classroom training at a campus o Lunch and Learn trainings o Online training Develop Quick Reference Guides for products supported by TMS. 9 P a g e

10 Technology Services Campus Technology Specialist (CTS) OnSite Support (18) Provide onsite, daily support in a campus technology setting (classroom or lab) the full day. Act as the primary campus contact person for all technology related services. Coordinate all new services and problems with TMS and the Instructional Technology departments. Maintain a database of campus hardware and software inventory. Keep track of campus software licenses and software checked in and out by students and teachers. Install new and maintain existing hardware and software e.g. printers, scanners, campus software, etc. Maintain proficiency in all campus instructional hardware and software. This includes having a working knowledge of all functions in the hardware and software technology systems. Troubleshoot network, hardware, and software problems. Manage the instructional campus network which includes classrooms, library, and computer lab. Also includes making schedules for the lab and managing the lab. Manage teacher programs and provide reports for instructional software applications such as Accelerated Reader, Academic Skills, Sleek, etc. Provide assistance to students, faculty and staff in use of instructional technology. Attend technology meetings and training sessions. Help technology trainers with classes on campus. Order supplies for campus computer technology such as ink cartridges, printer ribbons, etc. Be able to move computers and hardware from one location to another as needed. Keep in contact with other campus technology person(s) in technology trends and problems. Work with teachers and instructional technology trainers to integrate technology into the curriculum. Provide basic network administration in setting up user and student network ids. 10 P a g e

11 Technology Services Campus Technology Specialist (CTS) OnSite Support (18) Continued Help campus personnel use technology peripherals such as digial cameras, LCD panels, presentation station, laptops etc. Provide support for the handheld devices, such as PalmPilots, and Blackberry Nextel phones with radio and capabilities. Includes supporting the synchronization of these items with their computers as well as troubleshooting these new technologies and the problems that arise. Maintain the Parent Connection software system to approve user ids (parent requests) for GradeSpeed (web-based online grade access system for parent use), which involves accessing Winschool to check Student ID s and Parents names. Maintain Computers on Wheels (COWS), which includes a card, laptop, projector, speakers, and network connections. Oversee the checkout and assignment of COWS for teachers. Oversee the checkout and assignment for the following all technology equipment. Support teachers in the area of Student Information Systems access on the internet. Maintain the technology, which includes the connectivity between the teacher computer and TV. Oversee and maintain the calling phone master callout system to call parents regarding student absences. Support the administrative office staff in specialized technology tasks such as printing projects, creating Word and Excel documents, downloading pictures and videos. Design and print certificates and pictures for yearbook, and other specialized tasks as requested by teachers and administrative staff. Work with teachers in the classroom when special tasks are needed, such as searching the Internet, end of the year projects, etc. Maintain, instruct, and support wireless keyboards/mice, scanners, laptops and other new technology items. Serve as the campus technology database administrator for many instructional programs and student ids. Includes setting up and maintaining student id folders, maintain passwords, and performing maintenance logon information in the labs. Analyze and troubleshoot issues associated with increase of spyware and viruses on all campus computers. Implement, maintain and support all Instructional programs 11 P a g e

12 Technology Services Technology Access (8) Setup and maintain for all district users, including students, security access, folders, and rights, on the district s local and wide area network(s). Maintain user documentation instructions for district technology access. Assure security and confidentiality of data, information and organizational knowledge by: o o o Requiring a user id and password for ALL access levels. Implementing access policies at every level of system and application access. Requiring a security form and acceptable use policy training, with management approvals. Guarantee that each user is created using a predefined security group, and that all power user level accounts acquire additional training and authorization. Provide management oversight to ensure all campus security forms are maintained. 12 P a g e

13 Technology Services Enterprise Operations (13) Perform enterprise backups and tape rotations. Organize backup tapes by keeping accurately labeled tapes in the safe, vault, and tape library. Monitor daily centralized backups to ensure nightly backs worked successfully. 13 P a g e

14 Technology Services Technology Peripherals (14) Support and maintain all technology peripherals such as projectors, security cameras, printers, wireless access points, scanners, etc. Act as the lead contact for TMS in the area of technology wiring for all campuses. Provide dedicated technology support to district computer users. Assist district computer users when software or hardware problems occur. Perform preventative maintenance to reduce technology repair needs. Schedule and complete service requests, and update status for each. Evaluate equipment performance, and prepare reports including recommendations for design and operational improvement of the equipment. Coordinate with construction and contractors on wiring needs and infrastructure for new facilities when necessary. 14 P a g e

15 Technology Services Computer Services (15) Install, repair, and maintain all computers, laptops, desktops and all related technology. Provide dedicated hardware and software support to all GCCISD users, teachers, and students. Keep track of workstations that are in and out of warranty, and coordinate all workstation repairs. Provide consistent application and implementation of all workstation hardware and software. Assist users with software or hardware problems. Provide first level support training to district users o Turn on peripherals, printers, laptops, and computers o Operate the printer o Open and close applications Perform preventative maintenance to reduce necessity for workstation repairs. Support and maintain monitors, disk drives, computers, CD-ROMs, scanners and all related technology workstation equipment. Schedule and complete order requests, and update status for each. 15 P a g e

16 Technology Services Phone Services (21) Manage the locations of all Verizon phone cables including copper, PRI, and Voice over IP. Manage the phones, pbx cables, and extensions for all district phones. Manage all mobile phones, including tracking the signal strengths and maintenance repair of the district wide antenna build out. 16 P a g e

17 Technology Services Local Area Network (LAN) Services (16) Design, install, configure, maintain, and oversee Local Area Network (LAN) operations, including servers, workstations, and all associated server and network software. Create and troubleshoot instructional, administrative and workstation configuration settings throughout the district. Create workstation and network software images for administrators, teachers, and students. Research various software compatibility issues and address all GCCISD needs in this area. Maintain network connectivity, including hub, router, switching, and wiring connectivity. Perform various administration functions as needs occur, including creating login ID s, helping users unlock passwords, helping users with printer problems, converting files, correctly using applications, configuring workstation addresses, and monitoring tape backups. Provide support to all users and peers on daily basis. Assist network managers and technicians during upgrades or configuration on large projects. Create and manage documentation and data integrity for all areas. Maintain current technology and plan for implementation of new technology. 17 P a g e

18 Technology Services Wide Area Network (WAN) Services (17) Design, install, configure, maintain, and oversee all district Local Area and Wide Area Network Operations. Manage and monitor centralized backups to assure 100% backup success. Oversee the enterprise server, telecommunications, and WAN hardware / software equipment; work with telecommunications service provider and District sites to troubleshoot telecom problems; implement various topologies for new and existing circuits (e.g. Fiber Communications, T1, 4-wire, pt-topt circuits), etc. Maintain current technology and plan for implementation of new technology. Train and provide technical support to customers and peers on a daily basis. Install, configure, and troubleshoot routers / switches when required. Create and troubleshoot various instructional and administrative workstation images throughout the district. Work with telecommunications service provider and district sites to troubleshoot communication problems. Perform various LAN Management functions as needs occur, including creating login ID s and groups, and maintaining applications, print servers, queues, and printers, etc. Configure, install, and maintain CD-ROM library servers and numerous software applications for each location, maintained on the district file servers. Research, analyze, and develop software compatibility issues and determine the best implementation into our existing system. Evaluate and recommend new Enterprise application software. Oversee the daily responsibilities of the workstation and local area network (LAN) staff. Assist with technology related bids, such as workstations, wiring, servers, service contracts, etc. Create and manage documentation and data integrity for all areas. 18 P a g e

19 Educational Technology Educational Technology (20) Provide management oversight for the training, development, data loading, and implementation of SchoolNet, the district s Curriculum, Instruction, and Management Systems. Design and deliver educational technology integration staff development workshops for teachers, administrators and executives. Provide management, expertise, and integration of Technology Applications in all curricular areas. Develop the district TEA Technology e-plan for review and certification. Provide leadership and expertise for the implementation of the TEA Technology e-plan Manage state technology allotment and federal NCLB funds. Advise and procure educational technology equipment for area private schools (Title II Part D) Manage Technology Bond educational technology goals Provide ongoing instructional support for district technology applications teachers. Assist in the planning and development of new facilities. Design and deliver administrative desktop training and CTS training. Support Campus Technology Specialists. o Provide technical training and facilitate monthly meetings. Conduct annual needs assessment in the spring to determine our administrative users technology needs. Based on those needs redesign or enhance our administrative training program. Research and evaluate new software applications. Provide and maintain a quality, up to date training facility. Maintain training schedule. Coordinate and facilitate administrative training district wide for upcoming applications Prepare content-based lessons that reflect technology integration in curriculum and instruction. Conduct assessment of student learning styles and use results for instructional activities. 19 P a g e

20 Educational Technology Library and Instructional Media Services (21) Cooperate with other members of the staff in planning and implementing instructional goals, objectives, and methods according to district requirements. Coordinate a PK-12 library program for the district Establish efficient procedures for the processing of requests for materials and the maintenance of equipment Develop and manage district s library budget Manage the purchase and implementation of district on-line databases and resources for research Complete the District Improvement Plan for library services Coordinate library staff development and in-services Coordinate the process for reviewing library materials Coordinate the development and maintenance of the district library curriculum and correlations Coordinate the integration of the elementary technology TEKS into the library curriculum Create and manage required district and state reports for the library program Coordinate the process for reviewing contested challenged library materials per district policy and regulations. Maintain current librarian handbook and keep district librarians informed of District policy and regulations Complete the annual ACLU Banned Book Report Provide group instruction and individual user guidance for student in location of resources and use of research techniques. Consult and plan with teachers on the appropriate use and convenient scheduling of materials for classroom instruction. 20 P a g e