| User Support  
The ACS Distance Learning Support Help Desk serves as the first point of contact for VTT/VTC Systems and classroom computer hardware and software problem identification. The Help Desk also provides immediate response for all other classroom support including, workstation damage, furniture, cabling/wiring, lighting, flooring, carpet, and wall covering. ACS Help Desk support is a 24 hour/ 7 day per week operation that provides a toll-free telephone and pager service for customer support. ACS personnel are issued cellular phones to ensure a continuous customer response capability. Additionally, ACS maintains a night and weekend answering service that contacts the Help Desk Manager when any trouble call is received. Help Desk response is initiated immediately upon receipt of a trouble call from a site facility manager. ACS personnel will first attempt to troubleshoot and isolate the identified problem based upon the information provided by the on-site facility manager. If the problem cannot be resolved by the ACS Help Desk, it is called into the Vendor Response Center, Hardware/Software vendor support center, or other appropriate supplier. However, ACS personnel are able to resolve more than 80% of all calls received. The ACS Help Desk continues to maintain daily dialogue with the site Facility Manager until the problem has been resolved.  ACS Help Desk personnel retain and update serial number records of all classroom computer equipment and peripherals, maintain a Configuration Management Tracking Program, prepare and distribute material submittal and classroom turnover guides, and manage a Technical Documentation Library. The Help Desk manager maintains daily liaison with the customer, and submits Weekly Status Reports regarding the operational capability of each Digital Training Facility. Digital Training Facility Manager Support ACS Systems & Engineering, Inc. can provide ongoing operational support through the placement of a Facility Manager at each Distance Learning site. The FM performs a wide framework of activities that are designed to ensure the effectiveness of the training presented via the Video Tele-Training System. In addition to overseeing the operation of all classroom equipment, the FM ensures the quality and effectiveness of each Distance Learning session conducted, and generates the motivation and class interaction necessary to guarantee an effective classroom learning environment. The ACS FM maintains Configuration Management of all assigned hardware (CPUs monitors, printers, FAX machines, VCRs, Video Systems) and software (installed and uninstalled). ACS personnel are responsible for the daily operation of the installed VTT Systems including providing troubleshooting support to isolate system malfunctions or operational difficulties. The FM installs and configures systems software and courseware, and ensure that Virus Signature Programs are maintained and utilized. Preventative Maintenance is regularly performed as required, and records are maintained for all maintenance conducted, malfunctions that occur, and repair actions that are taken to bring equipment back to full operational capability. Weekly Status reports are developed and submitted to the ACS Help Desk identifying all problems that may have occurred and the actions that were taken to correct the discrepancy.  The FM is responsible for providing overall training support including: student scheduling, student in-processing, student classroom familiarization training, and student testing. ACS FM's are tasked with the management of a multimedia (CBT/Video) and paper-based training materials library and oversee the distribution of all courseware and associated support training materials. FM's administer student testing and examinations, and coordinate practical computer based training exercise periods, subject matter expert availability/interface, and all schedules for incoming video tale-training classes. The FM will be present during all VTT sessions to ensure communication connectivity and system component operation. The FM is tasked with implementing a Contingency Operations Plan if data transmission or communications capabilities are lost. The FM is responsible for the execution of all security functions and documentation as defined by the customer and local installation security procedures. The FM provides safeguards to prevent unauthorized access, disclosure, alteration, or destruction of collected student Privacy Data. ACS personnel also establish and implement procedures for accountability policies to identify, account for, and secure all assigned equipment and software. The FM also provides a wide range of administrative and schoolhouse support functions that are essential to the successful operation of the Distance Learning training environment. Classroom Design Support  very cheap hotels Plitvicka JezeraACS assigns a DL site survey team to assess and determine classroom build-out requirements for each Digital Training Facility (DTF) location. Site survey teams include communications engineers, mechanical engineers, structural engineers and electrical engineers. ISEC & TADLP PMO provides pre-survey questionaire’s to the customer to obtain relevant data necessary to construct the DTF. The ACS team will develop “draft” design packages for customer review. At a minimum these will include drawings and specifications regarding: Cable Plant and Interconnect Cabling Layouts Communications Configurations Final design packages include all revised drawings, digital photographs, schedules, site preparation proposal, cost estimates, and a bill of materials with brochures and specifications for all items identified. All concerned now have a comprehensive design hotel rooms Newcastlepackage, which accurately reflects final DTF design features. Upon completion of each DTF, an "as-built" set of drawings for each DTF is produced as part of the final design. |
