Business Services Teams

Business Services is comprised of the following internal university teams:

  • Project Managers serve as the conduit between AEC/the unit and the rest of ITS. They ensure strong coordination between teams and communication between technical experts and campus customers. Their goal is to ensure a seamless and smooth transition, and deliver projects on time, on budget, and to the agreed upon specifications. They also act as account managers for specific units, become familiar with their facilities and goals—ultimately becoming an extension of the units they serve.
  • Telecommunications Analysts process large technology work orders on behalf of the project managers and small project work orders directly with the unit. They write orders into our telecommunications systems to ensure specific technology is installed in the right campus locations. They also answer questions and provide consultation on various telecommunications services, helping units select the right services and features that meet their needs and budget.
  • Network Engineers are experts in delivering the best technology with the most efficient design and for the most reasonable price point. The meet with unit experts and Project Managers onsite to discuss specific needs, and then design a system, select equipment, and identify all required components to provide an accurate estimate.
  • Network Operations apply configurations to a network design both before and after the installation of the equipment to ensure it works as expected. They then monitor and maintain campus networks, addressing emerging issues and making appropriate changes for units over time so the network remains reliable, robust, and running.
  • Telephone Engineers maintain the analog, voice over IP, call center, voicemail, and videoconferencing systems on campus. They integrate the various pieces of the telephone architecture to ensure local, national, and international incoming and outgoing calls are routed properly across campus.
  • Telephone Operations configure, monitor, and maintain the campus telephone systems, addressing emerging issues and making appropriate changes for units over time.
  • Facilities Engineers apply federal, state, local and university codes and standards to our telecommunications projects. They ensure that these are applied consistently and refine initial designs to ensure they meet today’s standards and allow a certain amount of future-proofing to minimize large costs for units making small changes down the road. They ensure our physical infrastructure (e.g., equipment, cabling, conduit, etc.) is designed in a safe and sustainable manner to protect our buildings and our community.
  • Drafting provide and maintain accurate drawings, plans, and records of every university building and what we have installed for IT infrastructure. They take network, telephone, and facilities engineering designs and accurately place them on building plans so that our Field Service Unit (FSU) technicians can correctly and quickly install equipment on-site. Following the completion of each project, they also receive “as builds” of what was installed in the field and adjust drawings to reflect any changes and ensure accurate long-term records.
  • Assignments assign equipment (e.g., switches, telephones, jacks, and access points) to specific rooms and floors within buildings to maintain an accurate record of all technology installed in facilities across campus. They also maintain our campus fiber paths and cable management to easily see what we have available for use vs. what is in use and running specific equipment. This provides the FSU technicians appropriate instructions on what fiber or copper can be used for a specific order and which telecommunications closet equipment is terminated, saving significant installation time or FSU technicians.
  • Field Service Unit Foremen estimate the amount of FSU labor needed for projects and manage the work of the FSU technicians. They work to evenly distribute work across teams and prioritize projects based on urgency. They serve as a conduit between the techs in the field and staff in ITS and communicate early warnings if projects are running over budget, scope, or the anticipated timeline.
  • Field Service Unit Technicians install technology in the field for projects, and perform routine adds, moves, and changes requested by units. They receive requested changes for projects, and work with Project Managers to adjust scope and cost. They capture as-built changes which they report back to drafting to ensure accurate records. They are deployable 24/7/365 for emergency repairs and support. They serve as the face of ITS in the field, and respect faculty, staff, students, and the university culture.
  • Billing confirms the accurate billing is done for all telecommunications projects. They perform a detailed analysis of the charges, apply credits, confirm projects are complete, and confirm customers have been notified before formally closing project orders. They also assist with the ongoing monthly billing for all telecommunication services.
  • Warehouse orders, tracks, receives, stocks, prepares, and checks out telecommunications equipment for campus projects. An onsite facility also allows the university to maintain an appropriate level of equipment spares in stock for emergency replacements and re-stock equipment that is not used on one job for a future project and credit units appropriately.
  • Performance Support provides campus-facing communications, training, and web content for all telecommunications services and devices. They provide easy-to-follow instructions and make large changes easier to navigate with live, written, and web content. They advocate on behalf of faculty, staff, and students to ensure that the right information is shared with the right groups at the right time.