Fort Wayne Community Schools - Network Support Services

Fort Wayne Community Schools - Network Support Services

Network Support Services is the group that provides first and second level technical support to all FWCS computer users: students, teachers, administrators, and support staff. This group of specialists is responsible for management of over 12,000 computers.

Staff


Supervisor

Dick Rutkowski

Senior Network Technician


Brandon Schultz
Dan Vorndran
Diana Fulton
Eric Hewes
Fred Hunter
Sean Kelsaw
Steven Herber

Network Technician


Adam Scheid
Bryan Moss
Jerome Jordan
Joseph Smith
Joshua Jones
Kurtis Conwell
Nathan Ludwig
Ryan Lloyd
Sam Curry
Sherry Jordan

Network Support Services Coordinator


Paul Miller

Supervisor, Help Desk

Pam Blauser

Help Desk Technician


Elliott Thomas

Senior Help Desk Technician


Dan Scheeringa
Dave Richards
Marsha Southern

Transportation


Kenneth Cammack

First Level support

First Level support is provided on demand by four Help Desk technicians, and a phone-in technology support service, using a variety of sophisticated tools including remote system management services and an extensive collection of network and system maintenance tools. Help Desk technicians are skilled not only in resolving problem issues, but in teaching users how to perform complicated computer procedures. The Help Desk maintains an internal website for users providing a large database of support information, detailed procedures, and configuration information so that users may get help anytime.

The Help Desk is the initial point of contact for all types of computer support requests, from password change requests and instructions on how to use various technology systems, to serious computer or system problems and new equipment installations. In an average month, the Help Desk receives and documents 2,500 calls, resolving 75% of these issues without further escalation. Calls which cannot be resolved over the phone are scheduled for Second Level support.

Second Level support

Second Level support is provided by sixteen highly skilled network technicians providing personalized on-site visits, or using efficiency-enhancing remote management functions to maintain computer systems and correct software faults. These technicians also provide system development services along with deployment and installation services for a wide variety of specialized technological equipment.