Bexar County Information Technology

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TECHNICAL SUPPORT DIVISION

Technical Support

The Technical Support Division (TSD) was created to provide more responsive customer service. All aspects of technical support for Bexar County systems customers are now within a single unit. Services provided include the Help Desk, Network, Voice, Video Technology, and Desktop support. Additionally the TSD makes sure that every Bexar County PC is replaced every four years.

Providing technical support across Bexar County government requires a highly trained staff with a wide range of skills.

The Bexar County network is the responsibility of the Technical Support Manager and the Network Architects I, II and III. The operational aspects of County computer network administration are generally handled by the Network Architects I and II. They also assist with software and hardware requirements, perform testing, monitor, maintain and upgrade the County Local Area Networks and user application software. They also help train Technical Support Specialists, test and evaluate hardware and software, maintain installation and relocation records. The Network Architects I and II are responsible for the support and administration of email, security, network infrastructure solutions, managing server and storage infrastructure, and providing documentation and tactical and strategic input on overall network planning.

Telecommunications is part of the network in Bexar County and there are specialized Technical Support team members who keep the telecomm network and equipment operating properly. The Communication Coordinator and Communication Technician Supervisor are responsible for supervising the Lead Communications Technician and Communications Technicians as they install, repair, troubleshoot and maintain the County's voice and data networks; including major telephone switches, stand-alone systems, local and wide area networks and voice and data devices for County departments and offices. Part of this team includes all wireless service (smart phone, cell phone, air cards). The team supplies the entire County workforce with the communication devices required to do their jobs.

Technical Support Specialists staff the Help Desk; install, relocate, troubleshoot, test, and repair mainframe terminals and PC workstations and peripherals; train end-users in network software applications; determine software and hardware requirements and needs; and test and evaluate hardware and software. The Help Desk provides telephone technical assistance to customers throughout the County government and is staffed by Technical Support Specialists at varying levels. When an issue cannot be solved over the phone, a trouble call ┬┤ticket' is created. This signals the Technical Support Coordinator (TSC) to assign a Technical Support Specialist to resolve the issue.

The TSC represents the single point of contact for all end-users regarding technical issues, work order requests, change management, and new equipment orders. The TSC also supervises the Technical Support Specialists (II-IV). The Technical Support Specialist IV is responsible for supervising large equipment moves of electronic components, scheduling workload; trains and advises Technical Support staff, assists with transition of infrastructure solutions; leads projects and performs maintenance of network hardware and software.

The Court Technology Support Manager and Court Technology Support Specialist provide complex, wide-ranging technical support to courtrooms and associated offices; install, service and maintain audio-visual equipment and computer hardware/software; and are the main contact for technical support in the Courts.

Gilbert Sanchez

Gilbert L. Sanchez is the Technical Support Manager for Bexar County Information Technology. Gilbert has been with Bexar County since 1998, prior to joining Bexar County Gilbert was in the U.S. Air Force for a little over 4 years. Gilbert started his career as a Network Architect I, overseeing the daily operations of the Bexar County network and the transition of Y2K. Gilbert has been heavily involved in the migration from a dumb terminal to a best practice pc-server based environment. Gilbert holds a Bachelor's in Computer Science from the University of Texas at San Antonio.

Gilbert is the proud parent of two boys, one headed to Midland University in Nebraska and the youngest is attending high school. In his spare time Gilbert enjoys spending time with family and friends, refereeing basketball and football games, and crossfit.