Mission Statement: To provide reliable technology solutions and support for Faith Church and its ministries that maximizes the effectiveness of Faith's employees and members in their efforts to impact God's kingdom.
OBJECTIVES
Our objective is to meet the needs of our customers (the ministries of Faith Church) in an efficient
manner. Faith Technology allocates time as shown below to accomplish this objective. This breakdown allows the tech team to better manage their schedules without becoming overloaded with one element or another. When one aspect is slow more time can be spent on others while avoiding becoming
overwhelmed or bogged down. The goal is to keep moving forward and avoid spending too much time on a single area causing neglect to others.
Technology Time Allocation Maintenance 30% Support 40%
Projects 30%
Support
Projects
1
Maintenance
HELP DESK • •
Continue to increase number of knowledgebase articles and self-help documentation available through Help Desk. Help Desk Tickets Trends:
2009 Total
2010 Total
2011 Total
2012 Total
2013 Total
2014 Total
2015 Total
Bethany Farms Faith CDC
2016 Total
2017 YTD
2
3
4
4
4
3
Faith Bible Seminary
15
6
0
1
12
0
7
17
15
Faith Biblical Counseling
26
14
22
14
16
16
23
16
18
Faith Christian School
339
346
350
280
341
346
456
367
354
Faith Church
193
161
136
130
154
162
164
139
132
Faith Community Ministries
71
77
53
48
61
51
104
51
65
1
26
17
16
18
13
7
Faith Global Ministries Faith Ministries
127
99
97
117
81
116
96
105
102
Faith Resources
33
51
27
31
42
15
32
17
20
4
61
81
90
51
68
5
15
Faith West Hartford Hub Restoration Men’s Ministry Vision of Hope
1 54
52
62
46
49
Misc. Non-Staff Support Total
858
806
748
2
697
834
43
57
49
42
6
44
11
39
856
1095
847
884
INFRASTRUCTURE Email Quality
Email Filtering
Data Centers
We currently manage 3 data centers across 2 campuses. As part of NCC opening we will be relocated key infrastructure to a data center in town. This takes power and cooling requirements off us and
allows other campuses to operate even if East campus goes down for any reason. This will require several network design changes.
Backups/Disaster Recovery
We have a solid plan and we hope we never have to use it.
Hardware Replacement Plans
Existing plan is working well with machines replaced as needed/used as opposed to by schedule.
Security
Continued security policy upgrades as threats change and evolve. As threats continue to increase more time needs to be spent on infrastructure security and threat mitigation. SPAM is one of our biggest threats. •
2017 saw a network compromise of our email system due to a phishing message tricking a user into giving Faith login credentials to the hacker. As a result this year we force 2-factor authentication on all users and have migrated our security polices from being one of convenience over security to that of security over convenience. We will continue
implementing many seen and unseen security protocols.
3
BUILDING PROJECTS – NORTH SIDE COMMUNITY CENTER • • •
Continued support as necessary during construction and launch. Installing all campuses phone system upgrade. Working with NCC partners to deploy building network and technology to meet their needs.
CONFERENCES/SPEAKING/WRITING • • • • •
Provide excellent technology and audio/visual services and support for the Biblical Counseling Training Conference. Provide excellent technology and audio/visual services and support for FBCM Regional events. Conduct outside speaking ministries with excellence. Continued writing. Continued help to other ministries and organizations asking for tech guidance.
TECHNOLOGY TRAINING • • •
Continue to find creative ways to receive training and stay current on the latest software and hardware developments at minimal costs. Continue participation in The Church IT Network. Continued participation in local technology committees and boards.
STAFF DEVELOPMENT
Evaluate our current culture of technology application and understanding and seek ways to improve. Is technology a necessary evil or a valued tool? Creativity and innovation are often stifled due to the burden of training and support – are there ways to work around this?
SEAMLESSNESS
Ongoing review of various data flows and money flows to ensure seamless operations and data management as well as de-duplication of existing data stores and processes.