Page 4 - time_2022_final

2021 YEAR IN REVIEW
IT DIVISION

As 2021 dawned, we had hoped that the COVID-19 pandemic would be
increasingly in our rear-view mirror. There were signs for optimism, with vaccines
increasingly available, schools reopened and a return to in-person work for the
majority of employees. The Delta and Omicron variants have been a sobering
reminder that COVID-19 is going to be with us for the foreseeable future and
continues to have long-lasting impacts on our schools, staff, communities and
the world at large. Looking back at the year, we lost several colleagues to
retirement, life changes and most sadly, a few passed from COVID-related
complications. We will always remember their dedication, contributions
and friendship.

Despite the uncertainty of what the next wave or variant might bring, we’ve
continued to focus on our core mission of providing technology solutions
to support and enable student achievement. Wrapping up the 1:1 Student
Device initiative in February 2021 was a major step towards enabling all-the-
time, anywhere access to learning resources - in fact, this project was awarded
the South Florida PMI Chapter Project of the Year for 2021!

With non-school staff returning from remote work in May 2021, the attention
turned towards preparing for all students returning to in-class learning for the
2021-2022 School Year. The primary focus has been on keeping systems up,
available and secure to ensure students and staff had access to the technology
and resources needed.

The end of 2021 still contained the same uncertainty as the previous year,
but we felt better equipped to handle the on-going challenges presented by
the pandemic.

Here is an overview of the excellent work we’ve accomplished over the past
year from the various IT departments.

IT Technical Operations

IT Technical Operations continues to provide front-line and extended support
for all of the District-issued endpoints, as well as the ordering, staging and
distribution of all devices. Primary responsibility for the data centers also
resides with IT Tech Ops.

One of the biggest challenges that IT Tech Ops has faced is the effort and
expense involved with increased break/fix rates due to every student now
having a device. They continue to do a stellar job of making sure that students
and staff have working computers available. The IT Service Desk plays a vital
role in logging, troubleshooting and resolving issues across the District. In
2021, they took 32,256 calls and closed 25,267 tickets, with an additional
17,201 tickets closed by the repair team and vendors.

Page 4