Information Technology
Our mission is to provide technology leadership and support to the college community. We
are responsible for proposing reliable solutions to help the College work effectively and
efficently, consistant with University policies and procedures.
Core Activities and Performance
Core Activity
Key PI
Indicators
Help Desk Support
Time to Complete call
yes
F&S / Tiger email
% Up Time
yes
CUNYfirst project support
On Time response to task lists
yes
Email / Web hosting
% SAN UP Time
yes
Department-Sponsored Staff Development Activities
Activity Type
Topic
Date
Total
CUNYfirst Help Lab (Lb24)
11/22/2010
6900
Security Awareness Class
12/15/2011
225
both
Professional Achievements and Activities of Individual Staff
Achievement Type
Other
First Name
Last Name
Achievement
Semester
Quincin
Gonjon
Best of New York Award
Fall 2010
Ralph
Romanelli
HDI Customer Service Represenative Spring 2011
Ralph
Romanelli
HDI Desktop Support Technician
Awards
Conference, workshop,
training attended
Spring 2011
Changes in Department within Last Year
Change Type
Change
Reason
Semester
Replace 2 Network Core Switches
Speed/Capacity needed for CUNYfirst
(age of old equipment)
Fall 2010
Replace 240 faculty desktop PCs
Demands of CUNYfirst (age of old PCs) Fall 2010
Replace 23 network edge switches
Demands of CUNYfirst (10 x faster
1Gbps speed)
Fall 2010
Retirement Chester Rosario
ERI
Fall 2010
Hire Eric Zhong
Additional workload of CUNYfirst CRM
Spring 2011
Equipment
Personnel
Assessment and Evaluation
KPI
Target Outcome
Actual Outcome
Action Plan
Status
Email / Web hosting
SAN Up Time 100%
100%
Closely monitor
Continuing
Help Desk
4 hour case resolution
2 hour
Closely monitor
Continuing
Email
100% Up Time
100%
Closely monitor
Continuing
CUNYfirst
Complete project tasks on
time
Completed on time
Closely monitor
Continuing
Assessment Plan
Core Activity
KPI
Target Outcome
Plan
CUNYfirst
Complete project tasks on
time
100% on time
Closely monitor
Help Desk
Case completion time
Completed in 3 hours
Closely monitor
Email / Web hosting
SAN Up Time
100%
Closely monitor
Email Systems
Up Time
100%
Closely monitor