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Synopsis
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The IT Department is suffering from a lack of staffing and general resources. Anytime a new initiative is conceived, the IT Department has to react and support. We are also supporting over 50 different products, some custom in-house applications, and some external. We respond to 300-500 requests for help a week from users both internal and external. During busier times of the year, that number can skyrocket to over 2,000.
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We have no ability to grow, improve software, automate, or strategize. We are just putting bandaids on and treading water. I fear we will soon enter the same state of affairs as the AS/400 did under Tony. The organizations are growing, getting more complicated, and disparate in their requirements.
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Current IT Tasks/Software maintained and services
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Supported by All IT Staff
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UPro
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UPro AR
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UPro SF
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Sage 100
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Travis COBRA
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UCard
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UHub
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401(k) Site
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Working Assessment Site
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Squarespace sites
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DialPad
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Email Campaigns
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Over 1000 reports
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Ad hoc queries
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Political
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Custom queries
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SQL Server Maintenance
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Jobs
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Server health
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VM
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JATF
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Manage tablets
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Special software required by NYS
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ADP
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Grievance Management Software
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Office 365
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Teams
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Mail
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Encrytption Rules
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Multifactor Authentication
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OneDrive
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Etc.
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Security Monitoring
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Phishing monitoring
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Barracude Spam Filter
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Office 365 logins
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Wiring New Office Spaces
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Inventory
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Purchasing IT Equipment
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Moving IT Equipment
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BambooHR
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Teramind
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Azure DevOps
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Source Code building, testing, and storage
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ZenDesk
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FreshDesk
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Logmein
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Online Enrollment Forms
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Online authorization cards
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Dividend Management
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Reports
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Emails
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Mailgun 401k emails
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New Member Enrollment Automation Kit Email
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Just me
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Running Entire Department
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SOC 2 (Just Me)
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Documentation
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Policies Procedures
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Controls
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Physical Security
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Employee Handbook, etc.
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Texting Campaigns
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Email Campaigns
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High-Level Security Planning
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High Level Infrastructure Planning and Execution
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Policies and Procedures
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Procure new quotes for software or services
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Get RFP
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View Demos
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Execute NDA and BAA Agreements with Vendors
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Vendor Management
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Vendor Risk Assessments
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Data Breaches/Security/Risk Mitigation
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EDiscovery Requests
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High-Level Requests from Upper Management
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Interfacing with Horizon Knowledge
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Train Staff
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PR Firm Reporting/Emailing/Etc.
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Administering upper management mobile devices/printers/computers
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Business Agents last minute requests, special requests
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Office Spaces Supported (1 Employee)
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New Rochelle (10-15 users)
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Queens (2-3 users)
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Danbury (5 users)
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JATF (~20-30 users)
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Remote (The balance of users)
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Networking issues
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PC issues
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DialPad Issues
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Teams Issues
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Remote Desktop/Logmein Issues
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Upcoming/Proposed IT Initiatives
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Procure and install new Datacenter Server
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Migrate VM's to new Servers and Configure everything
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Reconnect all endpoints to the the new servers
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Configure all firewalls
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Wire new offices and move IT Equipment into the spaces and set everything up
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Build UPro as web-based application (Three Years)
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UPro
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UPro AR
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UPro SF
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Move entire infrastructure into the cloud parallel to the data center
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All:
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Databases
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VMs
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Servers
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Move AD into AzureAD
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Set up security
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Software Firewalls
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Migrate Data
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Etc
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Modify SOC 2 to reflect the new infrastructure
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Change physical security requirements
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Complete SOC 2 after all of the others are satisfied
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Restructuring of IT Department and Business Practices
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Software Development
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Current
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Each developer has a specialty, they each "own" a project and contain all the knowledge for that project.
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Winston is solely responsible for servicing all 5 Office "office" domains
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We are overtaxed with no ability to grow or improve anything
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We are running in place, basically keeping the lights on right now.
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UPro, our main product suite is currently a desktop application, it was designed to be an application that runs on a local network; it has had to be modified to load less data at startup so that network slowdowns don't happen has frequently. Users have been experiencing crashes and extremely slow load times.
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Quickly becoming "Legacy" software in the vein of the AS/400.
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Manual Processes being created to work around UPro, we don't have the staff to keep making changes
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Proposed
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Long-Term
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UPro needs to be redesigned as a fully functional web application, hosted in the cloud.
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All developers should be fully remote, including new hires.
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One remote work agreement for the entire IT Department
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Create one CBA for the IT department
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We can automate onboarding of remote employees
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Synchronous and Asynchronous communication required
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Required to come back to the office if needed
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Weekly meetings with everyone and daily check in
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Each developer needs a person to work under/with them
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Trained to maintain current projects to share knowledge and also to free up senior devs to write new software
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Senior Devs and Junior Devs involved in the development of new software as well
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Need dedicated staff to deal with external software issues on UCard (QA)
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Online Billing system
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Consolidate software products under one company
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HHWA members use UCard
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IUJAT members use UCard
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USWU members use UCard
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We need to figure out a way to unify these different apps by entities
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Short-Term
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Install upgraded server software and create more dedicated virtual machines for users to connect to to work
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Citrix published apps to allow for lower latency of UPro Apps
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Hire at least one additional developer and one additional IT support person.
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Infrastructure/Administration
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Current
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Currently we have a data center in Long Island
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Connected to the data center are 4 offices and all remote workers
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Connection are through various VPNs and temporary firewalls.
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Remote users are accessing UPro and various other resources through LogMeIn.
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One Employee (Winston) takes care of all these issues, with some ad hoc support from Horizon Kmnowledge
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Security is somewhat inconsistent, iOS devices are not configured properly.
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Multi factor authentication is not being used enterprise-wide.
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Proposed
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Consolidate Data Center Services into one Cloud-based environment
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Hire additional IT Helpdesk personnel to assist Winston
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One to work in New Rochelle
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Possibly one to work full-time in Danbury depending on load.
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Replace LogMeIn with VDI/RDP which is faster and more secure
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Overall Staffing Changes
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For a company of our size, with the amount of software products we have, we should be at least 10-15 people.
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We need dedicated software developers for specialized tasks and enough support personnel to be able to stay efficient.
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Proposed
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Chief Information Officer/Security Officer
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Head of Software Dev
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Senior Devs
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Web
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Mobile
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Junior Devs
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Web
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Mobile
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QA Devs
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IT Support
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Senior IT
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Helpddesk 1
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Helpdesk 2
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Database Administrator