| Develop Own Effectiveness And Professionalism | OCR Assignment |

Phil Ayres4/4/2014 |

Contents 1.0 Performance and Personal Goals 2 1.1 Obtain and review feedback from others on performance 2 1.2 Agree personal goals and participate in development activities to meet them 2 2.0 Teamwork Evidence 2 2.1 Effectively manage own time 2 2.2 Recognise and respect diversity, individual differences and perspectives 3 2.3 Accept and provide feedback in a constructive and considerate manner 4 2.4 Understand the responsibilities of colleagues 5 2.5 Identify obstacles to effective teamwork 6 3.0 Report 6 3.1 Identify the implications and applicability for the IT professionals of: 6 3.1.1 Data Protection 6 3.1.2 Computer misuse Act 9 3.2 List the professional bodies for IT 10 4.0 Legislation (Identify the impact on an IT organisation of legislation) 11 4.2 Processing of financial transactions 11 4.3 Health & Safety 11 4.4 Privacy, Confidentiality and Security 13 4.5 Copyright and Intellectual Property Rights 14 5.0 Organisation 15 5.1 list the aims and objectives of the organisation 15 5.2 State the organisation brand or image 15 5.3 Identify the organisation’s structure roles and responsibilities 17 5.4 identify potential improvements to working practices 19 Appendix A1 – Copy of Appraisal 21

1.0 Performance and Personal Goals 2.1 Obtain and review feedback from others on performance
See appendix A1 for copy of my appraisal
1.2 Agree personal goals and participate in development activities to meet them

2.0 Teamwork Evidence
2.1 Effectively manage own time
Please see screen shots below from our IT Helpdesk showing a typical call logged on our system
A typical call closed by myself

My queue of helpdesk calls:

Calls are sometimes re-assigned or escalated depending on specialised skill sets or severity of issue.
I list my calls in order of priority to ensure timely resolution and our SLA is not breached. I run basic troubleshooting sessions for teaching staff during their departmental meetings to empower them to resolve minor classroom issues so the flow of their lessons are not interrupted. Please see the email below to all our department heads to arrange such sessions:

I also produce documentation and knowledge share with my colleagues to improve the effectiveness of the department.
2.2 Recognise and respect diversity, individual differences and perspectives
Every term we have training days (MAD) which have a great emphasis on all aspects of equality and diversity. I bring what I learn into my day to day duties.
I have installed specialist hardware and software such as Dragon Speak, Read Write Gold, ClaroRead for staff and students where needed cross college. I support these programs and other assistive learning in my daily support role.
As a team we assist each other as much as possible should the need arise. Especially when moving heavy trollies and equipment. I recently helped run cables across a false ceiling as my colleague has a fear of heights and did not feel confident using a ladder.
One of our assessors has arthritic wrists and was struggling to carry her laptop so we ordered and issued her a more manageable lightweight notebook.
Below is a screen shot of our Equality Scheme: 2.3 Accept and provide feedback in a constructive and considerate manner
We have built a customer feedback survey into our Helpdesk system and all users are encouraged to complete it after their call is closed. There is a link to it within the email they receive upon resolution:

2.4 Understand the responsibilities of colleagues
I fully understand the roles of my colleagues, both within my team and across the entire organisation. Below is a screen shot of our organisational chart:

2.5 Identify obstacles to effective teamwork
Office politics and “red tape” has a massive effect on teamwork and productivity. Not just within my own team but more so team-to-team.
As a department, knowledge sharing was not prevalent and we relied too heavily on specific colleagues’ skill sets to complete certain tasks. Documentation was minimal and if team members were off sick or on annual leave, calls were not able to be resolved. This reflected very badly on the department as a whole and affected our students’ learning experience. Once documentation and team knowledge sharing were in place, roles, duties and jobs were covered more easily and the skill sets of the whole team improved.
3.0 Report
3.1 Identify the implications and applicability for the IT professionals of:
3.1.1 Data Protection
The main purpose of the act for IT professionals is to provide security for personal information stored on electronic media. Personal data can be described as any information used to describe a living person including names, addresses, telephone numbers and email addresses.
As a result, Redbridge College IT & Network Services has the following in place: * All laptops are encrypted with the Truecrypt software and require a unique password to boot up. * All laptops and desk tops are installed with Drivelock to deny write access to USB memory sticks. * All tablets and mobile phones are secured with PIN codes enforced by our server and can be wiped remotely. * We have a strict Starters and Leavers procedure for the creation and deletion of network user accounts and work closely with our HR department to monitor this process. * All Network passwords expire after 28 days and must be a minimum of 8 characters long, must contain upper case, lower case and numeric characters. Passwords cannot contain the user’s name and cannot be similar to anything they have used in the last 12 occurrences. This is set by Group Policy. * All MFD’s are locked down using PCounter software and prints can only be released using biometrics (see screenshot)

A typical example of how our MFD’s are locked down:

* We have a defined e-safety policy with guidelines for staff and student on acceptable usage (see screenshots)

3.1.2 Computer misuse Act
The act makes it an offence to access any computer you do not have any authorised access to use.
The act introduced four criminal offenses: * Unauthorised access to computer material. * Unauthorised access with intent to commit or facilitate commission of further offenses. * Unauthorised modification of computer material. * Making, supplying or obtaining articles for use in computer misuse offences.
Redbridge College IT & Network Services has the following in place; * Staff and Students must sign an acceptable usage policy form before their network account is created (below)

* Banners are used before users log on to enforce the need for authorisation. * All servers and client machines have McAfee Enterprise installed and updated automatically by EPO to prevent virus and malware attacks. * Server rooms can only be accessed by IT staff and the Senior Management Team with the use of specific keys. * Ports are protected by our Firewall. * All Staff and Students’ web usage is monitored and governed by our Barracuda proxy server. Barracuda screen shot:

* We have a BYOD wireless network SSID that only allows staff, student and visitors internet and not network access. This is on a separate VLAN with different IP addressing.

3.2 List the professional bodies for IT * ACP – Association of Computer Professionals * BCS – British computer Society * BASDA – British Application Software Developers Association * BIMA – British Interactive Multimedia Association * BWDMA – British Web Design and Marketing Association * IAP – Institute of Analysts and Programmers * IEEE Computer Society – Institute of Electrical and Electronics Engineers * IIT – Institute of IT Training * Intellect – Information Technology Telecommunications and Electronics Association * ISPA – Internet Service Providers Association
4.0 Legislation (Identify the impact on an IT organisation of legislation)

4.2 Processing of financial transactions * Supplier payments only paid once manager has approved invoice– BACS and Cheques. - bank details are only accepted on headed paper. * 3 finance checks of payment runs – invoices values / bank details. 2 approvers for Lloyds transfers (senior management and finance) * We do not store student card data – destroyed once processed. * Bursary payments to students – we spot check 20% account details each week before payment issued * Payments from students on Online Store – PCI compliant, safe transfer * Audited twice a year by Baker Tilly

All new suppliers are sent a form by our Finance department to complete and return to ensure they become a “trusted supplier”. (see screen shot below)

4.3 Health & Safety
The Health and Safety at Work Act 1974
We have an Intranet site dedicated to Health & Safety containing all the relevant information, guidelines, reports, policies and procedures. Please see example screen shots of the site and the first aid flow chart

Intranet page:

First aid flow chart:

We also receive regular Health & Safety training during MAD days (in-house training days)

4.4 Privacy, Confidentiality and Security * Staff and students are responsible for the security of the IT equipment allocated to or used by them. * If given access to the internet and email system, users are responsible for the security of their workstations and must lock them before leaving their desk. * Passwords are unique and must be changed regularly to ensure confidentiality. * Users are not allowed to download, install, delete or modify any system on the college network. * We use an external company called EPA for email filtering. Before emails arrive to our exchange servers they are filtered by EPA. (see screen shot below)

* All external emails contain the college disclaimer.

* All requests for new hardware/software must go through the e-Strategy Group and be approved by Network Services. (see screen shot below)

4.5 Copyright and Intellectual Property Rights
All published images, posters, signage and logos are managed by our Marketing department and must be authorised by them before circulation.
We hold a valid CLA Education License and are audited yearly. For a one month period staff are asked to provide a sample of any resources they photocopy and to fill a form in. this is then collected by the CLA bi-weekly during this period. * We use SCCM to monitor the network and software Licensing to ensure there are no breaches.(screen shot below)

5.0 Organisation
5.1 list the aims and objectives of the organisation

Redbridge College’s Mission Statement: ‘To inspire, develop and provide the opportunity for all Redbridge College learners and staff, to succeed’

Redbridge College’s four aims have been developed in order to meet the College Mission: * To recruit students from priority groups to sustain funding and income

* To provide education and training that matches the best

* To inspire all learners to develop their full potential

* Develop and deploy resources to ensure effective delivery of the College Operating Plan

5.2 State the organisation brand or image
Our company brand is Redbridge College. We are officially a “Good” college, as awarded during our last Ofsted inspection. We have recently opened the Ilford Skills Academy (ISA) for our Hair & Beauty departments. Attached to this we have also open a commercial salon, Urban Oasis.

Ilford Skills Academy:

Urban oasis:

5.3 Identify the organisation’s structure roles and responsibilities
Please see below screen shots of our organisation’s structure of responsibility

Senior management structure:

5.4 identify potential improvements to working practices
To improve our practices and increase the effectiveness of the department and how we service and support the college we have put the following new measures in place: * Documentation of all department processes has been created and constantly updated with relevant information:

* The last 20 minutes of our bi-weekly team meeting has become a Knowledge sharing workshop where colleagues demonstrate any new skills or information to the team:

* We are currently configuring WDS to multicast for imaging purposes to reduce bandwidth * We have introduced the Covey’s Quadrant Time Management Matrix to improve efficiency:

Appendix A1 – Copy of Appraisal

Actual Appraisal embedded