Our Technology Partners
PSFA IST Division (Information Systems & Technology)
Division Overview
The IST Division reports directly to the PSFA Agency Director via the CTO (Chief Technology Officer). IST provides internal and external business support across 5 primary service areas:
| Customer Success Operations | Business Systems Operations | Web Management Operations | Datacenter Operations | Technology Engineering |
|---|---|---|---|---|
| Providing end-user support for technology and external systems such as e-Builder used by staff, district personnel and district partners. | Development and maintenance of PSFA business systems PSFA.fad, F6/FMAR, and web-based application portals for Lease Assistance, FMP Requests for Funding and Standards-based applications. | Design and maintenance of intellectual content, that appears on PSFA web site assets including www.nmpsfa.org. | Daily operations of the datacenter, wired and wireless networks, wiring plants, distribution frames, telecom and telephony systems for the Albuquerque office and branch locations in Santa Fe, Las Cruces and Alamogordo. | Preservation of technology investment through development and maintenance of technology standards that insure interoperability, availability, longevity and redundancy. |
Customer Success
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Click on the Help Me button, and your request will instantly reach a Customer Success staff member.
PSFA-IST is reporting upcoming service outages for:
Meraki Firewalls on May 4, 2022, between 6:00 PM and 8:00 PM MDT.
To report internet and VoIP telephone issues:
Contact the UPN NOC at 1-866-963-4237
THE IST TEAM
| Name | Title | Function | Phone | Extension | |
|---|---|---|---|---|---|
| Kerry Gray ITIL/F, SSGB trained, PMP (retired) |
Chief Technology Officer | Administration, Engineering, Development and System Operations | Desk: 468-0279 Cell: 629-6803 |
1077 | kgray@nmpsfa.org |
| Jason Laubscher | Customer Success Analyst, Systems Administrator & User Engineering | Customer Success | Desk: Cell: (505) 397-2430 |
X:1080 | jlaubscher@nmpsfa.org |
| Ryan Shoemaker | Customer Success Analyst, Systems Administrator & Developer | Customer Success | Desk: Cell: (575) 649-1435 |
X1090 | rshoemaker@nmpsfa.org |
| Bryce Ingalls | Contractor | Engineering, System Operations | (505) 507-0788 | bingalls@ins1.us.com | |
| UPN NOC | Escalation Support | Unite Private Network Operations | 1-866-963-4237 | Circuit #'s ALBQNMXP/EIAX35/ALBVNMXV | (Contract# 25772) UPN Ticket Portal |
SERVICE LEVEL AGREEMENT
IST complies with the Information Technology Infrastructure Library (ITIL version 4) for providing each information system and technology resource with a general service level agreement, or "SLA".
ITIL is the pre-eminent framework for managing IT service delivery around the world underpinning ISO/IEC 20000, the international standard for IT service management. Developed in 2005 by ISO/IEC JTC1/SC7, ITIL defines a service lifecycle model that prescribes specific processes and activities during design, development, delivery, and support of IT services.
Simply put, an SLA defines what the IST Department and PSFA business operations should expect when service is requested, usually via the Spiceworks ticketing system.
In accordance with ITIL, IST evaluates service issues along 5 categories of criticality as follows:
| Critical | Major | Medium | Minor | Low |
|---|---|---|---|---|
| System-wide failure impacting business continuity on a global scale. |
One or more discrete sub-system failures impacting business continuity on a localized scale. |
One or more discrete sub-system failures impacting business continuity on a regional/localized scale. |
Requests for configurations or enhancement that improve product satisfaction supporting adoption. |
General service request, nuisance items, or request for enhancement(s). |
To view, print and.or download the complete IST SLA printable chart, click here.
