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Monterey County Office of Education

Leadership, Support and Service to Prepare All Students for Success

Dr. Nancy Kotowski, County Superintendent of Schools

Chief Technology & Operations Officer Description Executive Assistant Description Senior Director, Infrastructure Services Description Director, Service Desk Description Director, Software Development Description Education Technology Coordinator Description Operations Planning Officer Network Administrator Description Tech Support Specialist IV Description Tech Support Specialist III Description Tech Support Specialist II Description Tech Support Specialist I Description Information Systems Specialist I Description Information Systems Specialist II Description Systems Analyst Lead Description Operations Specialist I Description Operations Specialist II Description

Technology & Operations Division

Technology & Operations provides for immediate and long-range strategic information systems needs. We operate core information technology resources and services and then manage the centralized aspects of those resources necessary to support the business and educational mission and the priorities of the County Office of Education. We do this with long-term planning for delivery of services in the area of information systems, software applications, data center operations, telecommunications, network operations, enterprise systems, and comprehensive client support and services. We’re additionally responsible for the development, documentation and implementation of organization-wide process controls, metrics, and reporting systems.

Our goal is to ensure that educational technology services needed for both the improvement of staff productivity and for 21st Century classroom instruction are provided to school districts and MCOE educational programs by means of:

  • Comprehensive state-of-the-art technology and information services infrastructure and support that effectively provides a centralized and fully-integrated technology system
  • Formalization of organizational process control systems focused on continual service improvement and the achievement of operational excellence for the Monterey County Office of Education, and school districts and community college districts in Monterey County

Technology & Operations Division was previously comprised of a single department that has now been split into six discreet departments.

The Educational Technology department provides instructional technology services to MCOE employees as well as teachers, staff, and administrators in school districts throughout Monterey County. Within MCOE, the department offers regularly scheduled and requested professional development sessions centering on the efficient use of office programs needed to fulfill employees’ job duties. This department also provides customized workshops for MCOE and district staff, both at MCOE and district sites. These workshops focus on leveraging technology to improve student learning and achievement as well to facilitate faculty communication and collaboration.

The goal of this department is to strengthen student learning and maximize work efficiency by informing, consulting, and supporting the teachers, administrators and support staff of Monterey County.

The Infrastructure Services department provides the platforms and connections that enable technology use for the Monterey County Office of Education and for a large part the school districts across Monterey County.

Infrastructure platforms are a combination of hardware and software that when implemented provide user empowering resources such as Escape, Exchange Email, Student Information Systems, Web and virus protection, along with the ability for users to reliably store and access their files. We strive to deliver these platforms and services in the most efficient and economical fashion possible while insuring their usefulness and relevance to today’s demands. The Technology Industry is fast paced and new offerings are available every day.  We are constantly working to develop new platforms and services to better empower our users.

Platforms and services are only useful if our users can access them whenever and from wherever they need.  Infrastructure Services is dedicated to bringing fast, reliable and secure network connectivity to both our MCOE users and to the Monterey County School Districts.

The goal of this department is to provide a high capacity, reliable and flexible technology infrastructure to serve as the foundation for educational technology initiatives and business processes for the Monterey County School Districts along with the Monterey County Office of Education.

The Service Desk department strives to support all aspects of services we provide to our clients, both internal and external. We strive to provide rapid responses to new requests, facilitate restoration of interrupted services, and provide individualized assistance via help requests through the use of help desk reporting and ticket tracking. The Service Desk department is a central point of communication to keep users informed of service changes, outages, and informational updates.

The Service Desk department provides direct support to internal and external clients via telephone, email, and help desk portal requests for the following services:

  • Desktop support: computer and mobile device management through imaging, configuration, and troubleshooting. User assistance with software, peripheral setup, and network connectivity
  • Email Services: account setup, client connectivity setup, email and SPAM Quarantine troubleshooting
  • File Services: file share setup, file server connectivity assistance, file backup guidance, and fie service troubleshooting.
  • Printing Services – Device delivery, device and user connectivity, maintenance and troubleshooting.
  • Data Processing: check printing and processing for payroll (Regular, Manual, Supplemental, Emergency, and Cancel Re-Issue) account payable vendor, tax document printing (W2, 1099). Bank file processing (ACH, APY, Reconciliation)
  • Computer Lab services: lab configuration changes, maintenance, and troubleshooting.
  • Technology Purchasing: product evaluation, recommendation, and standardization list maintenance. Quoting, order placement, requisition and PO generation assistance. Purchase receiving, inventory, and delivery.
  • Phone Service: telephone line ordering, relocation, and troubleshooting. Liaison between internal departments and district site phone provider.
  • Website services: user training, and web site error reporting.

The goal of this department is to provide a single point of contact to our clients for all services offered by Technology & Operations.

The Technology & Operations Software Development team provides software consultation to clients requiring assistance in implementation and customization of software systems, development of custom software per client specifications, and assistance in evaluating potential software acquisitions. In addition, the Software Development team provides support in the integration of data systems, database architecture and design, and backend technical support as it pertains to enterprise data systems.

The Software Development team has already provided numerous enhancements to existing software solutions, such as enhancing reports, automating notification systems (as within the Escape Financial System) that are critical to everyday operations, design and develop custom applications, and improve the functionality, content, and usability of the MCOE website to better serve the public, our school districts, staff and students.

The goal of this department is to build and implement tools that enhance the efficiency and accuracy of our clients, to automate procedures, streamline dataflow, and define tools for data driven applications, and to maintain, support, and improve existing systems.

The Operations team provides consultation and implementation services to clients looking to improve current and future services through process improvement and project management. This is accomplished by implementing industry-recognized frameworks for quality, process improvement, project management, operational assistance, and the development and implementation of standard operating procedures.

The Operations team provides the following services to districts and MCOE departments:

Process Improvement

  • Organizational Process Education
  • Organizational Process Analysis
  • Organizational Process Review
  • Organizational Process Mapping
  • Process Improvement Training
  • Organizational Process Documentation
  • Organizational Process Reengineering
  • Implementation Guidance for New Processes
  • Change Management Consulting

Project Management

  • Project Documentation
  • Project Planning
  • Coordination of Project Tasks
  • Progress Reporting
  • Project Oversight
  • Risk Management
  • Scope Management
  • Change Management

The primary goal of this department is to ensure that all MCOE programs and services are able to provide the high quality, in-demand product in an efficient, effective, and transparent manner. Secondarily, yet equally important, is to assist districts in the same manner for the benefit of all students in Monterey County.

The Chief Technology and Operations Officer is responsible for two major roles of MCOE’s Technology & Operations Division:

As the Technology portion of the title indicates, this position oversees the establishment of a comprehensive state-of-the-art technology and information services system and that those systems remain maintained and current. The Operations portion of this position is to ensure the establishment and formalization of organizational process control systems. Highlighted responsibilities of this position are:

  • Managing the centralized aspects of long-range strategic information systems and operating core IT resources and services
  • Managing the development, documentation and implementation of organization-wide process controls, metrics, and reporting systems
  • Ensuring that educational technology services needed for 21st Century classroom instruction is provided to school districts and MCOE educational programs
  • Focusing on long-term planning and delivery of services in the area of technology, including information systems, software applications, data center operations, telecommunications, network operations, enterprise systems, and comprehensive client support and services

This position serves as a member of the Superintendent’s cabinet.

The Executive Assistant serves as a liaison between the general public, public agencies, school districts, community leaders, and other MCOE departments on behalf of the Cabinet Member. As the position that supports the Cabinet Member in the administration of all MCOE related business. A list of duties provided, but by no means exhaustive, include:

  • drafting responses, correspondence, memoranda and agendas
  • participates in the research, composition, compilation and distribution of reports
  • prepares for MCOE Board of Trustee meetings
  • maintains operation of an office during administrator's temporary absence
  • maintains departmental records
  • independently prepares reports and summaries for members of the administration
  • oversees many of their departments financial transactions
  • carries out special tasks and projects as needed

With limited supervision, this position performs a wide variety of complex office, secretarial and administrative activities for Cabinet Members of the County Office and the Executive Director. 

The Director of Infrastructure Services is responsible for the integrity, security, reliability and availability of all core MCOE data systems and all internal and external network and communication systems. Key responsibilities of this position are:

  • Strategic planning and operational support of all voice, data and networking infrastructure, the data center, all physical and virtual servers, storage and backup systems, and wireless networks
  • Systems management instrumentation at all MCOE locations and disaster recovery sites 
  • Management of day-to-day hardware and software maintenance and support operations
  • Assistance with the development and implementation of IT Governance and quality improvement efforts
  • Technical direction, guidance, and support to assigned staff and to those indirectly supporting these activities
  • Provides direct support of activities as needed

This position leads and manages all activities of the Infrastructure Services Department.

The Service Desk Manager is responsible for the efficient and effective delivery of technical support services to MCOE and school districts throughout Monterey County. This position leads and manages the activities of the Service Desk, serving as the liaison between the Technology & Operations (T&O) department and all technical support clients. This position is responsible for online and in-person technical support for MCOE staff and school district personnel; ensuring customer expectations are met; setting and monitoring Key Performance Indicators (KPI’s) for Service Desk services, and developing and managing service level agreements with MCOE departments and school districts. Provides support and supervision for other TIS units as needed.

The Manager of Software Systems is responsible for the integrity, reliability, and support of major software systems, databases, and state data reporting requirements. This position will lead and manage the activities of Software Systems, and strategic planning and operations support of all system and application services including financial, human resources, payroll, and student information systems. Additionally, the Manager, Software Systems shall lead and manage the implementation and maintenance of Escape financial software for MCOE and participating districts; lead efforts to ensure timely and accurate student information reporting on behalf of MCOE and assist with the development and implementation of IT Governance and quality improvement efforts. Provides technical direction, guidance, and support to assigned staff and to those indirectly supporting these activities.

The Operations Planning Manager is responsible for evaluation, improvement and implementation of processes, and for the planning, execution and evaluation of related projects according to predetermined timelines, budgets and objectives. This position will lead and manage the activities associated with process improvement, assist with strategic planning, and provide project planning, oversight, reporting, and documentation services to all MCOE divisions. This position shall also build required project teams, lead and manage project implementations and ensure quality control throughout project lifecycles. Provides assistance with the development and implementation of Standard Operating Procedures (SOP), the development of effective metrics and controls, and offer trainings and tools to build line management capacity in project management.

The Educational Technology Coordinator is responsible for leading office initiatives related to the educational use of technology, including staff development activities and support services designed to promote a quality education for all students, one which prepares them to successfully meet the challenges of life and reach their full potential as contributing members of society in the 21st century. This position will develop, deliver, and assess multi-modal technology training in support of MCOE staff and clients; working collaboratively to provide instructional leadership, administrative assistance, and support services designed to promote educational excellence. This position provides leadership and guidance regarding federal and state legislation, policies and guidelines with respect to technology and their impact on teaching and learning. The position also provides technical assistance and consultation to schools and administers additional programs as directed by the Assistant Superintendent.

The Network Administrator is a highly technical position responsible for configuring, monitoring, maintaining, and managing all core computer and data network platforms. This is the senior of all infrastructure technology line positions and is responsible for designing, planning, directing and supporting the installation of all networked computer and telecommunications systems. This position manages access to the network and ongoing operations issues; evaluates system performance; provides support to the technology planning of school districts; provides support to financial data communications and for the setup and maintenance of networked devices, including workstations and peripherals.  

The Technology Support Specialist IV is a highly skilled position who provides technical leadership on large scale, highly complex projects and performs the most advanced tasks related to the installation, maintenance and support of computer networks and related software and hardware. This position researches, assesses, implements and maintains MCOE’s Local Area Networks, Wide Area Networks; establishes additional networks, links, and upgrades; maintains computer data communications networks and performs highly complex technical support functions; provides assistance, plans and coordinates training for users and TIS staff; works at various sites, including those of other agencies, to troubleshoot problems with servers, network equipment, workstations, mobile devices, printers and software; and provides second-tier on-line and in-person support for complex issues escalated by junior technicians.

The Technology Support Specialist III is a highly skilled position that performs advanced tasks related to the installation, maintenance and support of computer networks and related software, hardware, and peripheral devices. This position works at various sites, including those of other agencies, to troubleshoot problems with servers, network equipment, workstations, mobile devices, printers and software; supports the addition of networks, links and upgrades; maintains computer data communications networks and performs associated technical and second-tier support functions; plans and coordinates training for users and TIS staff; and provides on-line and in-person support for issues escalated to the infrastructure support team.

The Technology Support Specialist II is a high-level first tier support position that provides advanced technology support for personal computers, software and peripheral devices, and basic to intermediate support for computer networks. This position works at various sites to troubleshoot problems with network equipment, workstations, mobile devices, printers and software; provides intermediate on-line support using helpdesk knowledge base; provides assistance, direction and training to users and TIS staff; configures personal computer equipment and necessary software applications; and assists with the administration of office information systems.

The Technology Support Specialist is an entry level position that provides basic technology support in the operation, maintenance and repair of personal computers, software, peripherals, and their related network applications and instrumentation. This position provides on-line support using helpdesk knowledge base; installs and configures personal computer equipment and necessary software applications; provides basic training to individuals and small groups; works at various sites to troubleshoot basic problems with workstations, mobile devices, printers and software; and assists with the administration of office information systems.

The Information Systems Specialist I provides basic to intermediate technical support in the development, design, documentation, maintenance, evaluation, and support of software systems. This position provides direct support to school site and district office staff for business and administrative computer software applications; develops and maintains databases and software applications to assist users in accessing data; acts as a liaison with the business software vendors and other vendors to resolve general operation problems; provides basic training for staff in utilizing midrange and personal computer resources; and assists and instructs staff in utilizing computer application resources.

The Information Systems Specialist II provides intermediate to advanced technical support in the development, design, documentation, maintenance, evaluation, and support of software systems. This position performs systems analysis to determine system requirements; design and implement appropriate database and software solutions; maintains documentation of all software development efforts; provides technical support to MCOE and district staff for computer software applications; acts as a liaison with software and other vendors to resolve general operation problems; assists and instructs staff in utilizing computer application resources; and provides technical leadership to junior.

The Systems Analyst/Lead is responsible for serving as the technical lead in the development, design, documentation, maintenance, evaluation, and support of software systems. This position provides problem resolution for information systems applications; performs the lead role in the design and implementation of appropriate database and software solutions; provides consultation to clients to ensure that appropriate requirements for system development are obtained; performs a variety of technical and analytical services for MCOE and district staff for computer software applications; performs as a lead in acting as a liaison with software and other vendors to resolve general operation problems; and provides technical leadership to information systems specialists.

Operations System Specialist I Description

Operations System Specialist II Description

Contacts

Kudos Korner