IT Support

Structure

DATAMARK's Technology division is divided into three departments.  

• Software Development manages, supports, and creates all of the applications we utilize.  
• Validation serves to certify all software prior to deployment and maintains the configuration management of our environments.
•  IT owns and oversees the hardware and networks (both LANs and WANs) at DATAMARK.

Our IT turnover rate is less than 5 percent year to date. We have numerous CISCO and Windows certified engineers within the department. The average experience level is eight years.

All IT work is done by DATAMARK employees. However, DATAMARK does engage a CISCO affiliated outsourcing firm from time to time to review the network and provide recommendations to ensure that we have the highest level of security.

Support

DATAMARK has an internal help desk. We have an issue tracking and resolution system that alerts our desktop support to issues for immediate tasking. We have staff on site from 7 to 6 MST and 24×7 on-call response.

The IT group has the following SLAs for IT Trouble Tickets: Critical 24 Hours, Serious 48 Hours, Minor 72 Hours.

Another program, Serena Team Track, is used to initiate and monitor new development projects. Quality assurance is based on Requirements Based Testing methods with a movement toward test automation. Configuration is conducted by Configuration Management specialists and DATAMARK uses Subversion for all source code storage and version management. We have a strong Project Management discipline and change control process in place. DATAMARK has and Architectural control and review board for all software changes as well as solid implementations planning practices.

New Technology 

Our strategy is to be a fast follower with regard to new technology. We only move toward new technologies when they are stable and represent a value to our customers and DATAMARK.

We have standardized our servers with Dell and all network equipment is CISCO. Our policies and procedures keep all critical and important servers in a warrantable state with regular backups and imaging to NAS devices. Investment in technology is dictated by these policies and our customer’s specifications.

DATAMARK goes to great lengths to insulate our clients from any technology changes that we might deploy. We do this by clearly defining our interface protocols with our clients and consistently keep them as static as possible.

Separating Production IT from Development IT

We have separate VLANS that Production IT and Development IT reside on, as well as, separate servers for both the development and testing environments. Further separation is maintained through Active Directory.