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Office of Office of TelecommunicationsTelecommunications
May 7th , 2007
OTC’s Mission StatementOTC’s Mission Statement
Connecting our University Community with global communication solutions in a customer-focused, business-oriented environment emphasizing service excellence.
AgendaAgenda
• History and Overview
• Know the OTC Team
• Multiple Customers Bases
• Multiple Communities
• Multiple Services
• How to Contact Us
• Established 1986 w/ 6 Employees
• 2006 100 + Employees
• $ 2.5 Million E&G Budget
• $ 9 Million Auxiliary Budget
• On-site, In-building Class 5 C.O.
• 10 GB Connection to FLR
• Cisco-Based 10 Gig On-campus Backbone
Overview and HistoryOverview and History
Organizational Organizational ChartChart
FSU Help Desk
CASS Billing & Coll.
Admin
Proj
& Dev
Purch. &Invent
Fin.Report.
Net.
EngNet. Core IMROTIS
A&P Positions = 34
USPS Positions = 42
OPS Positions = 13
Open Positions = 4
TOTAL 93
ChangeMgt &
Projects
Student & Pers.
Svc
Position FundingPosition Fundingin OTCin OTC
A&P Positions = 34
USPS Positions = 42
OPS Positions = 13
Open Positions = 4
TOTAL 93
A&P USPS OPS TotalAUX 18 32 10 60 E&G 16 10 03 29
Multiple CommunitiesMultiple CommunitiesHow Services are Funded/OfferedHow Services are Funded/Offered
State Funds“Departmental Budgets”
Departmental Services Personal Services
Business $ “FSU Affiliates”
OTI Funded “Service Based”
OTC’s Enterprise
Personal $sEmployee
Personal $sStudent
OTC’s Auxiliary OTC’s E&G
What Drives our BusinessesWhat Drives our Businesses
Type of Budget
SpendingLimited By
Reports Compiled
Departmental Auxiliary CashAccrual Financial
Statements
Network Services E&G Budget Detail of Expenditures
Students Auxiliary CashAccrual Financial
Statements
Wireless Services E&G Budget Detail of Expenditures
Multiple BusinessesMultiple BusinessesDepartments & FSU Business Affiliates Employees & Students
VOICEVOICE VIDEOVIDEO DATADATA CALL CENTERCALL CENTERACCESS & ACCESS & SECURITYSECURITY
FIVE TELECOMMUNICATIONS BUSINESS AREAS
DialTone
Long Distance
Instruments
Features
Voice Mail
Cellulars
PDAs
Outlook Integration
VoIP
Blackberry
Lineup
-SCV info
-FSUPD channel
-SGA Movies
-HBO & HBO 2
-MTVU
Seminole Cable Vision
Digital Services
HDTV
Video-conference
Core Network Access
-VPN Access
Off Campus Access
-DSL
-High Speed Cable
-Dial up
Departmental Support
-SLU (2 options)
Services Not Clearly Defined Service Defined
Best Effort Only Best Effort Support Outlined
Base Line Connectivity
Support Personnel Not Always Help Desk & 2nd Tier Reachable Escalation Process
Varying Level Of Parts Inventory Inventory Levels Set
Service Level Understanding (SLU)Service Level Understanding (SLU)General Overview
After MergerBefore Merger
•10 Mb
•50Mb
Services Not Clearly Defined Service Defined
Best Effort Only Best Effort Support Outlined
Base Line Connectivity
Support Personnel Not Always Help Desk & 2nd Tier Reachable Escalation Process
Varying Level Of Parts Inventory Inventory Levels Set
•10 Mb
•50Mb
Additional Basic ServicesNot Available Blanket Campus Maintenance AgreementsNot Available Established Network Equipment Standards Not Available Training For Departmental Support Personnel
Additional Optional ServicesNot Available Service Response GuaranteeNot Available 100 MBPS To The Wall PlateNot Available Life Cycle Equipment ReplacementNot Available Departmental Reasonable WirelessNot Available Scheduled Preventive MaintenanceNot Available Preferred Partner Technology Deployment
Before Merger After Merger
Multiple BusinessesMultiple BusinessesDepartments & FSU Business Affiliates Employees & Students
VOICEVOICE VIDEOVIDEO DATADATA CALL CENTERCALL CENTERACCESS & ACCESS & SECURITYSECURITY
FIVE TELECOMMUNICATIONS BUSINESS AREAS
DialTone
Long Distance
Instruments
Features
Voice Mail
Cellulars
PDAs
Outlook Integration
VoIP
Blackberry
Lineup
-SCV info
-FSUPD channel
-SGA Movies
-HBO & HBO 2
-MTVU
Seminole Cable Vision
Digital Services
HDTV
Video-conference
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
- Chat
Open 7Days a Week
Directory Assistance
Online Invoice Notifications
StatisticsStatistics
Voice StatisticsVoice Statistics
• Phone Lines – TDM -12.747– VoIP - 46
• Voicemail - 5,000
• Cable TV Outlets - 2,400
Core StatisticsCore Statistics
• Border Routers = 2
• Core Routers = 9
• Fiber Connected Buildings = 115
• Wireless Access Points = 408 (Wireless in Buildings = 67)
• Outdoor Wireless Coverage = 71%
SLU StatisticsSLU Statistics
• Service Level Understanding – SLU Data Ports - 1988– SLU Single Access Points - 33– SLU Wireless Arrays - 2
Off-Campus Access StatisticsOff-Campus Access Statistics
• Off Campus High Speed Customers (Dept & Personal) - 175
• Dialup - 60
Cellular StatisticsCellular Statistics
• Cell Phones – 600– Includes Blackberries/Smartphones = 167)
• Outlook Integration = 106
• Pagers = 134
Emergency Services StatisticsEmergency Services Statistics• Blue lights - 361
• Elevators – 171
• Access system
– Buildings – 56
– Panels – 112
– Card Readers - 660
• Security systems - 74
• CCTV cameras - 39
Customer/Client Support Customer/Client Support StatisticsStatistics
• Help Desk Calls (monthly) - 9,000
• Repairs (monthly) - 1400
• Orders (monthly) - 350
By Phone 644-HELP
By Email [email protected]
By Web http://HELP.fsu.edu
How to Contact OTCHow to Contact OTCJust say “HELP!”Just say “HELP!”
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
OTC’s Mission StatementOTC’s Mission Statement
Connecting our University Community with global communication solutions in a customer-focused, business-oriented environment emphasizing service excellence.
Thank you Thank you Office of TelecommunicationsOffice of Telecommunications
May 7th , 2007
