PowerPoint Presentation

[Audio] About IT Operation IT Operations (IT Ops) refers to the processes, practices, and even IT services necessary to meet the business needs of internal and external users. In simple terms, IT Ops professionals ensure IT service delivery by supporting appropriate processes to run a successful IT-enabled business. Functions in IT Operations: Network Infrastructure Server Management Service Desk Support Incident and Security Management. Helpdesk and Ticketing System..

[Audio] IT Operation Reporting Structure IT Operation Manager IT Supervisor Network Administrator System Administrator IT Support/Helpdesk.

[Audio] IT Org Role and Responsibilities IT Operation Manager: Overseeing security and network infrastructure and system functionality of all systems, servers, and applications. Ensure IT standards are met and applied. Initiate system enhancement. IT Supervisor: Supervise the daily operations of IT. Serve as subject matter expert (SME) in assisting IT staff. System Administrator: Manage, Monitor, Update, and Facilitate the changes in the system. Network Administrator: Monitor, Maintain, and Secure the integrity of the network. IT Support/Helpdesk: Manage IT Ticketing system and ensure all concerns/requests are handled according to IT SLA..

[Audio] Mission: To ensure all Telan devices, servers, and workstations are risk-free and aligned with IT standards and best practices. Vision: To help enable the business to fulfill its maximum potential as a collection agency..

[Audio] IT Operation Team Focus Apart from supporting the business on a daily basis, IT team is now focusing on system improvement and ensuring all IT standards that are required by clients are implemented and enforced. System improvement is an integral part of IT Operations. Please see below the completed, ongoing, and upcoming projects for the 4th quarter of 2023..

[Audio] Completed Activities/Projects 1. Telan conference booking system: A web-based application to reserve the conference room for the Main and Frankfort offices. 2. Replaced the defective Switches at the Frankfort Office. 3. Installation of Uninterruptible Power Supply on all servers for Main and Frankfort Office. 4. Several Compliance Audit from RCBC, Bankard and BPI clients.

[Audio] Ongoing Activity and Project Volare Infrastructure and OS upgrade Vici dial Servers: Timeline from Aug – Oct 2023. Additional 2 units of 32 ports GSM gateway that are allocated for Predictive and Manual calls. This will increase the total number of SIM Cards per Vici dial Server to 96 SIM cards a total of 288 SIM cards for Predictive and IVRS. Vici dial OS upgrade to resolve all outstanding concerns in Volare. The following issues are resolved on Volare after the OS upgrade. Missing Download/Listen icon on PD call history. Stopped dialing on predictive and IVR even if there are remaining accounts. Merging of Vici dial Call recording. Data discrepancy on account uploaded on predictive and generated call reports. Collectors status is not synced on the Predictive dialer. Data discrepancy in debtor dialed contact number and details. Missing call duration on predictive call remarks and history. Missing call recording on Predictive..

[Audio] Ongoing Activity/Project PF Sense – Firewall and proxy server deployment on all Telan Offices including the provincial branch. Enforced web filtering that restricts website access on Telan PC. IP Sec Tunneling between branch to the Main/Frankfort office. Employees at the branch office can utilize Volare, IP Phone extension, and File server from the Main and Frankfort Office. Proxy server will improve internet speed due to caching within the local area network. Telan employees at the branch office will use a domain account to login to Telan PC: 1. Secured data privacy - only staff with Telan domain accounts can access Telan PC. 2. PC restrictions are based on employee's login account..

[Audio] Upcoming Projects PRTG Server (Paessler Router Traffic Grapher) This serves as a monitoring tool on all the devices, switches, and servers that are connected to Telan local network. IT team will immediately receive notification for any low to high-risk critical resources of the device. Example: Hard Drive storage capacity, loss of network connection, and system down. The following devices will benefit on the PRTG server once deployed. PF Sense server, Switches, Primary and Secondary Domain Server, WSUS, File server, Volare System and Database, GSM Gateways, HRIS server, and Biometric devices..

[Audio] Upcoming Projects Windows Server Update Service (WSUS) This server will provide an update to all Servers and Windows 10 machines that are connected to Telan local network. WSUS can also deploy software and applications remotely without interrupting the business operation..

[Audio] Upcoming Projects Antivirus Server This requires an Antivirus license and serves as a tool to ensure all devices that are connected on local network are free from Malware and Viruses..

[Audio] Upcoming Projects File Server Migration Improved file storage management and access restrictions once transfer from Windows Server to Network Attached Storage (NAS).

[Audio] Upcoming Projects Network Penetration Testing: Network penetration testing will expose all open ports on all servers and services that can be compromised and breach the integrity of the LAN..

[Audio] Upcoming Projects Merging of 2 ISP fiber connections on PF Sense router: This will improve network speed from 40 MB to 80 MB in each office..

[Audio] Upcoming Projects Skip tracing Mobile application: Tracing field staff activities and system applications to increase the productivity of mobile staff..

[Audio] Upcoming Projects Windows 11 OS for CPUs that are compatible with the latest OS..

[Audio] Upcoming Projects On-Premise or Cloud Mail Server: Increase data retention and improve mobility.

[Audio] Upcoming Projects Asset Management System: Trace all working, defective, and deployed assets that can be accessed via web-based Asset Management System (AMS).