2. Presented By: Darren Hensley Brad Mullins John Walbran Elisha Woods

3. Company Mission Statement We are totally dedicated to provide the best service to our customers. We strive to hire, motivate, and retain great people who are inspired to always make the company better. We also strive to have cutting-edge technology, up to date processes and provide the best customer support to ALL of our customers.

4. About Company Our company is a medium sized mortgage company that provides financial services for the Midwest Region that includes Kansas, Missouri, Iowa, Illinois, Wisconsin, Ohio, North Dakota, South Dakota, Indiana, Michigan and Minnesota. Our company has 150 employees that are dedicated to provide top quality service. Our company processes approximately 80 million dollars in loans per month.

6. IT Department Mission Statement The mission of the World Wide Mortgage IT staff is to make a positive and effective difference in the company primarily through the quality of support services to users through the help desk, the usability of the companies information systems, the effectiveness of documentation and training, and finally the high user satisfaction with support services and equipment.

7. About IT Department Our IT department provides help services for our company and the brokers that send their business to us. We also maintain the phone systems, copiers, and printers.

8. Organizational Chart

10. Our Purpose Provide technical support and user training in a highly effective and productive manner for the company’s network, desktop PCs, peripheral devices, telephones, and copiers.

11. Our Goals To inspire a positive response to our effective support efforts in order to make a difference. To provide Quality support services in a timely and professional manner. To accomplish Effective documentation for all procedures, tasks, and training accomplished throughout the support process. To implement an Effective training program for users and management alike. And ultimately to instill a feeling of High user satisfaction from our efforts in fulfilling their needs.

12. Our Justification As a brokerage company we are in constant communication with other firms and representatives across the nation, the up time of our communications systems including PCs is critical to our daily operations. Our livelihood depends on our ability to conduct communications in an error free environment

13. Our Survey Our survey will reveal the users will strongly encourage the implementation of a support department for desktop PCs, and more importantly the telephony equipment. Currently we spend an inadequate amount of time supporting our users and our IT personnel are not organized

14. Survey Questions 1. Does your desktop PC work efficiently on a daily basis? 2. Do you feel that you need additional software training? 3. Do you feel that the telephone system adequately supports your needs to communicate effectively with the customer? 4. Is your telephone comfortable and easy to use? 5. Do you need any special devices to enhance operation of your telephone? i.e. daemon dial system, headsets, call waiting and cueing, volume level 6. Do you feel that you need additional communications training? 7. Do you feel that you need additional training to use the company’s copiers, printers, and fax machines? 8. Do you have access to the software that you need? 9. Is the software installed and able to fulfill your daily required responsibilities? 10. Do you feel that you get adequate support from the company when problems arise?

15. Operating system: Windows XP Professional (service pack 2 and updated when new updates come available)

16. Our Applications Microsoft Office Suit - (Word, PowerPoint, Access, and Excel) e-MITS – Real time brokerage database that all other applications can access MIPS – Input the information to setup loans FIPS – Tells what conditions to be used with the loans Digital Docs – Generates documentation for your disclosures FAST – Shows where the file is being used and who has it