Networking and Telecommunications
B220 Milne Library
Oneonta, New York 13820
P. (607) 436-2577
telecomm@oneonta.edu
Weekdays 9 a.m. to 4 p.m.

Who We Are

Lesley Bidwell (Lesley.Bidwell@oneonta.edu, x2628) leads Networking and Telecommunications. We are responsible for all data and telephony traffic moving across campus and its satellite facilities as well as traffic moving to and from the outside world. The department also manages the College Website, providing the College with its principal exposure to the outside world, and Administrative Desktop Support, which deals with several hundred users and their technology needs.

Network Operations

Ron Gilmore (Ron.Gilmore@oneonta.edu, x2598) is the Network Manager. He carries out the large-scale planning for the network and manages:

Wireless Controllers and Access Points
Domain Name Services
Virtual Private Networking Devices
Network Core and Firewall Service Modules
Quality-of-Service Analysis Tools

Damon Matteson (Damon.Matteson@oneonta.edu, x2642) is Network Support Technician. He is responsible for general quality of service and manages a set of traffic control devices on the network:

Internet Bandwidth Sharing and Management
Network Edge Switch Management
Network Access Control
Application and Hardware Service Contracts

TELECOMMUNICATIONS FIELD TECHS

Curt Underwood (Curt.Underwood@oneonta.edu, x3206) is the Telecommunications Field Manager / RCDD, responsible for all of the campus' telecommunications transport infrastructure. This includes fiber optic cabling, copper telephony and data cabling, core, building and intermediate distribution frames and end terminations. Curt supervises two other field technicians:

Jesse Arno (Jesse.Arno@oneonta.edu, x3202) and Keith Mott (Keith.Mott@oneonta.edu, x3201) handle the physical infrastructure installations, repairs, troubleshooting and upgrades.

tELECOMMUNICATIONS PROCESS STAFF

The Telecommuncations Office has three staff members who handle billing, contracts and other back-office tasks. They also deal with telecommunications core services and related processes.

The Telecom Process Manager is Dave Falvo (Dave.Falvo@oneonta.edu, x2622). Dave isresponsible for the operational aspects of the campus phone service including hardware, applications and external service provider relations. He also manages the contractual aspects of services used and provided by Networking and Telecomunications.

Marilyn Loomis (Marilyn.Loomis@oneonta.edu, x2858) handles moves and adds of phone service, acts as a central point of contect for Telecommunications, and is responsible for many aspects of billing for the department.

Lesley, Ron, Damon, Dave, Marilyn, Curt, Keith and Jesse are located in the B217 suite in Milne Library.

CONTACTING US FOR ASSISTANCE

Networking and Telecommunications uses a Service Level Agreement to define how staff respond to requests for assistance. If the Help Desk generates a HEAT ticket (a trouble ticket), our goal is to respond within two hours to “standard” problems and within thirty minutes to “urgent” problems. “Responding” means contacting the user and further defining the problem, either solving it immediately or scheduling a solution at some time in the future, and acknowledging the call in HEAT.

Urgent problems involve some sort of crisis that demands an immediate response. Besides creating a ticket, the HD staff call the technicians directly or, if they cannot be reached, other staff within Networking. The goal is to respond to Urgent calls within thirty minutes and resolve them within one hour.

If the user who has opened a ticket does not receive a response within these targets, another call should be made to the Help Desk with a request to escalate the call to Director Lesley Bidwell. The Help Desk will contact her with the neccessary information and she will respond.