Office of Telecommunications May 7 th , 2007

1. Office of Telecommunications May 7th , 2007

2. OTC’s Mission Statement Connecting our University Community with global communication solutions in a customer-focused, business-oriented environment emphasizing service excellence.

3. Agenda • History and Overview • Know the OTC Team • Multiple Customers Bases • Multiple Communities • Multiple Services • How to Contact Us

4. Overview and History • 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

5. E&G Auxiliary On July 1st, 2005… +

6. Organizational Chart A&P Positions = 34 USPS Positions = 42 OPS Positions= 13 Open Positions= 4 TOTAL 93 Admin Billing & Coll. FSU Help Desk Change Mgt & Projects Student & Pers. Svc CASS Purch. & Invent Fin. Report. IMR OTIS Net. Eng Net. Core Proj & Dev

7. Position Fundingin 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. Multiple Communities How Services are Funded/Offered Departmental Services Personal Services OTC’s Auxiliary OTC’s E&G OTC’s Enterprise State Funds “Departmental Budgets” Business $ “FSU Affiliates” OTI Funded “Service Based” Personal $s Employee Personal $s Student

9. What Drives our Businesses

10. FIVE TELECOMMUNICATIONS BUSINESS AREAS VOICE VIDEO DATA ACCESS & SECURITY CALL CENTER Multiple Businesses Departments & FSU Business Affiliates Employees & Students DialTone Long Distance Instruments Features Voice Mail Cellulars PDAs Outlook Integration VoIP Blackberry Core Network Access -VPN Access Off Campus Access -DSL -High Speed Cable -Dial up Departmental Support -SLU (2 options) • Lineup • SCV info • FSUPD channel • SGA Movies • HBO & HBO 2 • MTVU • Seminole Cable Vision • Digital Services • HDTV • Video-conference

11. 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 InventoryInventory Levels Set • 10 Mb • 50Mb Service Level Understanding (SLU) General Overview Before Merger After Merger • 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 InventoryInventory Levels Set • 10 Mb • 50Mb

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 After Merger Before Merger

13. FIVE TELECOMMUNICATIONS BUSINESS AREAS VOICE VIDEO DATA ACCESS & SECURITY CALL CENTER Multiple Businesses Departments & FSU Business Affiliates Employees & Students DialTone Long Distance Instruments Features Voice Mail Cellulars PDAs Outlook Integration VoIP Blackberry Core Network Access -VPN Access Off Campus Access -DSL -High Speed Cable -Dial up Departmental Support -SLU (2 options) 644-HELP Support Request Tickets 3 ways - Phone - Email - Chat Open 7Days a Week Directory Assistance Online Invoice Notifications • Lineup • SCV info • FSUPD channel • SGA Movies • HBO & HBO 2 • MTVU • Seminole Cable Vision • Digital Services • HDTV • Video-conference Card Access Security CCTV Blue Lights Elevator Phones ResHall Entrance Phones

14. Statistics

15. Voice Statistics • Phone Lines • TDM -12.747 • VoIP - 46 • Voicemail - 5,000 • Cable TV Outlets - 2,400

16. Core Statistics • Border Routers = 2 • Core Routers = 9 • Fiber Connected Buildings = 115 • Wireless Access Points =  408 (Wireless in Buildings = 67) • Outdoor Wireless Coverage = 71%

17. SLU Statistics • Service Level Understanding  • SLU Data Ports - 1988 • SLU Single Access Points - 33 • SLU Wireless Arrays - 2  

18. Off-Campus Access Statistics • Off Campus High Speed Customers (Dept & Personal) - 175 • Dialup - 60

19. Cellular Statistics • Cell Phones – 600 • Includes Blackberries/Smartphones = 167) • Outlook Integration = 106 • Pagers = 134

20. Emergency Services Statistics • Blue lights - 361 • Elevators – 171 • Access system • Buildings – 56 • Panels – 112 • Card Readers - 660 • Security systems - 74 • CCTV cameras - 39

21. Customer/Client Support Statistics • Help Desk Calls (monthly) - 9,000 • Repairs (monthly) - 1400 • Orders (monthly) - 350

22. OTC Satellite Office T116 Olgesby Union (Behind Einstein Brothers Bagels) Mon. – Fri. 9am – 4pm Technology Service Help Desk University Center Mon. – Fri. 7am – 9pm Weekends 10am – 6pm Main Office Rod K. Shaw Building 644 West Call Street Mon. – Fri. 8am – 5pm How to Contact OTCJust say “HELP!” By Phone644-HELP By EmailHELP@fsu.edu By Web http://HELP.fsu.edu

23. OTC’s Mission Statement Connecting our University Community with global communication solutions in a customer-focused, business-oriented environment emphasizing service excellence.

24. Thank you Office of Telecommunications May 7th , 2007