1. TOWAH Financial By Gary Tyler Michael Owen Reggie Wattree Jeremy Atherton Aaron Hurt

2. TOWAH Financial TOWAH Financial is an organization in the Kansas City area with 9 offices and 1 administrative office with 15 workstations at each location. We will look into the following areas: The IT Dept. Staffing Marketing blah

3. TOWAHs IT Dept. With 150 workstations, the company has decided that a help desk is essential to maintain productivity. The newly formed IT department will house 8 total positions, which are as follows: IT manager, 1 Senior FST, 1 Senior HD, 2 FSTs, and 3 HDs. Our mission, simple and direct, is to: Provide end-users with quick and efficient assistance with technical driven needs. By implementing the IT department, we will be able to help TOWAH Financial grow and accomplish even more for their clients.

4. Staffing: General Information All candidates must meet the requirements for the position as well as go through an interview process before being considered. The IT department is looking for individuals who are ambition and have good interpersonal skills. We would prefer to get someone who is highly knowledgeable, yet teachable and still willing to continuously learn. Certifications are preferred, but are not required and are not a deciding factor in the selection process.

5. Staffing: IT Manager IT Manager The IT manager will lead and coordinate the activities for technical PC and network support to multiple offices throughout the metro. Will be responsible for developing, implementing and maintaining the technology department. Involved in hiring and training of support staff. Will report to the company president and vice president.

6. Staffing: Senior Positions Both Senior Field Support Technician and Help Desk Support will report to IT Manager Senior Field Support Technician Will lead and coordinate the activities for technical PC and network support to multiple offices throughout the metro. Responsible for implementing, maintaining and supporting the technology (including servers, workstations, telecommunications, switches, etc.) and technical operations (monitoring, software distribution, issue escalation/problem management, etc. Senior Help Desk Support The Senior Help Desk Support will lead and oversee Technical PC and network support provided by help desk support. Will be responsible for help desk support procedures for office servers, workstations, telecommunications, switches, etc). Resolve all calls escalated from the help desk. Work in conjunction with Senior Field Support Technician to provide a second tier in the support chain.

7. Staffing: FST & HD Field Support Technician Will be responsible for providing technical PC and network support to multiple offices throughout the metro. Serve as the field representative of IT to identify and resolve technical problems. Will report to Senior Field support Technician. Help Desk Will be responsible for Technical PC and network support by phone, email or chat. Will be responsible for help desk support for office servers, workstations, telecommunications, switches, etc). Resolve all calls if possible, assigning work orders for those requiring on-site support. Work in conjunction with Field Support Technicians to assign priority according to the documented SLA. The Help Desk Support they will report to the Senior Help Desk Support.

8. Marketing: Help Desk Intro. Our management group plans to introduce the new IT Department to your employees in varies ways. We, as the top management group, will introduce ourselves to each department. We will also pass out logo pens and pencils. We will also have Refrigerator pin-ups and small calendars on hand for those who would like them. Each floor and/or department will receive a posted flyer introducing our IT Department Our IT team will introduce themselves by doing basic cleaning such as: wiping monitors, air spraying keyboards, mice and vents. This will be achieved by doing approximately 25 people each morning for the first week.

9. Marketing: Intranet Outline Main Menu Name TOWAH Help Desk Some type of fun mission statement, example Dont worry be Happy TOWAH is here to save your day Hours of operation Phone numbers Email addresses Link to FAQ Location of Help Desk Link to sub-menu Sub Menu Names of workers/profile Link to calendar for events/possible downtime General IT news Link for comments

10. TOWAH Financials IT Dept. The IT Dept. is essential for the continued growth of TOWAH Financial. TOWAH Financial will look for certain requirements to fill the 8 IT positions. The IT staff will integrate the department with the company by passing out flyers, pens, calendars, etc. as well as personally meeting each employee while cleaning his/her computer.