ALMR System Management Organization Structure

1
ALMR System Management Organization Structure
Maintenance Support
System Manager Robb Phillips
System Management Support
ProComm Alaska Anchorage Lonnie Williams
System Technologist Mark Jenks
Chief System Technologist Casey Borg
Support Plan Site Manager Charles Horton
ProComm Alaska Anchorage Jason Beach
ProComm Alaska Anchorage - Centracom Richard
Johnson
System Technician Glen Madsen
ProComm Alaska Fairbanks Jaroslaw Grzeda

• The System Management Team is responsible for
  management and administrative activities on the
  ALMR system. As part of the System Management
  Team (green), the System Manager and the STs are
  responsible for management activities and also
  oversee the Maintenance Team (yellow) is the
  primary maintenance support providers.
• 1st echelon support/remote technical support will
  be provided by the System Support Center in
  Schaumburg, Illinois and the local Maintenance
  Team (Motorola ST and/or ProComm Alaska).

2
ALMR System Management PrimaryContract
Responsibility Areas

• System Infrastructure Inventory Management
• Manage, Track, Report all System Issues
• Facilitate Disaster Planning Response Efforts
• Coordinate System Changes
• Support ALMR User Groups (relating to ALMR
  system)
• Develop Maintain User Technical Training
  Plans
• Support ALMR Technology Planning
• Coordinate System Configuration Administration
• Communicate System Performance (regular reports)
• Coordinate Change Management Process

3
Support Organization Structure
Remote Assistance
Hardware Repair
System Support Center Schaumburg
Depot Operations Hardware Repair
Network Management Ops NMO
Technical Support Ops TSO
Call Center Operations CCO
Federal Depot
Infrastructure Depot Ops IDO
Radio Support Center RSC
Upgrade Operations UO
Supplemental OnSite Support
Field Service Org Federal Division
Field Service Org Western Division
Engineering Support
ALMR Management Maintenance Team
Software Development Schaumburg
Engineering Schaumburg Factory
4
System Issue Process Flow
ALMR System Alarms
Open Case
NMO
Notification Case Open
TSO
Run Diagnostics Characterize issue
Need to Dispatch?
Notification Case Assignment
Procomm / Motorola ST
System Manager Terminal Site Plan Decisions
Notification Case Deferred
Travel to Site?
Notification Site Arrival
Physical Report Operational Check
Notification Case Closed
5
Escalations

• Pre-determined time parameters (20 minutes) for
  escalation of issues.. the next name in the
  escalation tree is paged
• Local System Management Team has access to open
  and closed cases for tracking and reporting
  purposes
• System Impact issues are reported to ALMR Project
  Management Staff

6
Planned Downtime / Outages

• Work that is scheduled to an ALMR system site
  needs to be coordinated with the System Manager
  prior to the work being scheduled
• Inform NMO dispatching on known outages
• Customers notification to Motorola
• Project team notification
• System issues due to site connectivity will be
  tracked and reported

7
Site Contacts and AccessSpecific per Site

• Contact names and phone numbers (Business hours
  and non-business hours)
• Keys - Location, procedure for access
• Security / badges
• Escalations
• Escorts
• Site Phone or cell phone coverage
• Extraordinary Access procedures
• Do they need an annual review?

8
(No Transcript)
9
Motorola Trunked Users Group

• Goals
• Promote the exchange of information amongst users
• Request new features and enhancements from
  Motorola
• Relate common issues and problems to Motorola for
  resolution
• Receive current information on products and
  services

10
MTUG Regional Directors
Canada Paul Derynck City of Calgary, AB
Northwest
Northeast Bill Gardner Suffolk County, NY
Walt Pierce Snohomish PUD
North Central Mike Wren Montgomery County, OH
Mid Atlantic Charlie Fox Charleston County, SC
Southwest Chris Hinshaw San Diego County, CA
South Central Walt Leslie Austin/Travis County, TX
Southeast Ray Carlson Palm Beach County, FL
11
MTUG Membership
Join 600 of your peers and become an MTUG member
quickly and easily. www.motorola.com/mtug