IT Service Catalog FY 20-21

I N F R A S T R U C T U R E A N D O P E R AT I O N S

Infrastructure and Operations comprised of four sections. The Service Desk Division, responsible for leasing and deployment functions, which involve procuring, configuring, and supporting computers. The Network Services Division, responsible for overseeing network equipment, storage, internet access, and device availability. The Telecommunications Division, responsible for the configuration and deployment of telecom equipment, including desktop and mobile phones, and security camera deployments. The Franchise & Right-of-Way Management section, responsible for the management of telecommunication franchise agreements, vendor management, negotiations, and private right-of-way use for fiber optic cabling. Under the ever-changing climate, each section has made innovative changes to impact the enterprise. By extending leases by one year, the Service Desk division has implemented a process that reduces monthly lease costs to departments while enabling more staff to access laptops, promoting remote work. The Telecommunications division has introduced a new service that will allow you to answer calls directed to your city number through your laptop computer. In addition to this, they have begun to install new cloud-enabled security cameras with the ability to be viewed from mobile devices. The Network Operations division has introduced ways to supplement traditional face to face communications. Once having regular meetings was no longer the first option for getting work done. The division quickly introduced services like Microsoft Teams, Office 365, and Zoom, transitioning to digital communications for internal and external teams. Verizon recently selected Greensboro as one of the first cities to deploy 5G, which is directly attributed to the work of franchise Management. A focused deployment of new 5G towers in Downtown Greensboro, extending to the Southeast, will give our residents new options to receive the bandwidth needed for remote work and learning. Interacting with customers, resolving support issues, establishing credibility, nurturing relationships, and becoming a conduit for technological advancements are the goals behind Infrastructure and Operations’ approach to customer service.

Rodney Roberts Deputy CIO Infrastructure and Operations 336-412-6158

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