IT Service Catalog FY 21-22

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 is responsible for configuring and deploying telecom equipment, including desktop and mobile phone and security camera deployments. The Franchise & right-of-Way Management sections are responsible for managing telecommunication franchise agreements, vendor management, negotiations, and private right-of-way use for fiber optic cabling. The pandemic required us to shift from being an on-site workforce to becoming primarily remote and virtual. Infrastructure and Operations quickly implemented measures to support the enterprise with a transition to a remote workforce. VPN capacity can support additional traffic, Telecommunications now offers Cisco Jabber to provide access to answer desk phones, and MS Teams now allows for remote meetings and collaborations. Our strategy has been for several years to migrate from desktop computers to laptops and docking stations, which allows remote work. The Franchise Management division is also involved in regional collaborations and public-private partnerships, advancing broadband, connectivity, and expansion opportunities. Segra and the City of Winston Salem partnered with us to provide fiber connectivity between our two cities, provide a more resilient infrastructure, and enable information sharing across the region. This year we strengthened our relationships with our local provider collaboration on tower repairs and enhancements while increasing our Verizon 5G rollout to nearly 300 newly completed sites. The goals behind Infrastructure and Operation’s approach to customer service are interacting with customers, resolving support issues, enabling credibility, nurturing relationships, and becoming a conduit for technological advancements.

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

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