1. - Implement a strong culture of customer support (increase IT visibility and support to the College Community)

• Implement a new HelpDesk ticketing system that allows users to submit tickets online and monitor its status.
• Administer 1 satisfaction survey and publish the results.
• Foster a superb IT department through cross training to support projects and goals, institute a recognition program for IT staff, and create a personalized development plan for each member.
• Increase communication and collaboration both within IT and among all units of the College by making information on the reliability and availability of IT services accessible on a regular and timely basis, developing IT processes and policies in-line with organized change management, and to administer surveys on a regular basis to identify and take corrective action for areas in need of improvement. 

2. - Enhance support and communication with Academic Affairs

• Create an Academic Technology team that will act as the liaison with the Academic.
• Represent and participate in Academic Affairs meetings.   

3. - Increase communication internally and externally (Portal)

• Implement the Portal by summer 2014

4. - Enhance students, faculty and staff experience with OCCC Technology (Implement a equipment replacement policy)

5. - Design and implement a road map to meet and support the college initiatives (IT Master Plan)

6.- In support of Priority II of the Strategic Plan, a new reporting tool will be selected and implemented to support ongoing efforts to enhance the efficiency and effectiveness of report writing and decision making.

7.- In support of Priority IV of the Strategic Plan, an expansion of included functionality within our document imaging solution will be performed to enhance current sustainability efforts and reduce the College’s impact on the environment.

8.- In support of Priority V of the Strategic Plan, which includes growing the technology infrastructure to improve services and accommodate increasing demands of faculty, students, and administrative users, the following will be implemented:

• Middletown network infrastructure will be upgraded to support a migration to VoIP and a College wide Contact Center with enhanced reporting abilities
• Wireless will be available on the College Green in Middletown
• A Luminis Portal for increased and targeted communication with all members of the College.
• A scalable and robust infrastructure for new CSE building.
• Provide a new problem reporting system to employees which will allow for employees to submit problems and requests as well as view the status online.
• Provide a solution for employees to seamlessly login to wireless infrastructure.