Over on another thread there was a description of what TSG is. It was accurate in general, but it missed some elements of the job and I think needs expansion.
First, in case there's any doubt, TSG <> I.S. Broadly. When you think about what a Computer Science, Info Systems degree would train you for, you are thinking IS.
Also, TSG is probably not the Help Desk. I say probably, because it could turn out that the staff at Las Vegas and Santa Maria fall under the TSG umbrella. However, I'd argue that the tasks performed and means of measuring performance are different enough to say that they aren't the same.
TSG is the face of computing and technology within UPS. IS is located in 4 major locations (ISNJ, ISMD, Louisville, and Georgia) while the Help Desks are locations unto themselves. Due to the job, TSG are everywhere. The operations don't see all the developers who make DCS and ODS, but they see the TSG guy who installed DIAD IV.
TSG have a number of roles. First, when something breaks at the local level, we fix it. We don't get the call, that's the Help Desk, but if they can't fix remotely, they dispatch us. This doesn't mean that we don't fix remotely, we DO. This part of our job is slimming down simply because UPS is working hard to distill tech knowledge into documented solutions that the Help Desks can use and save the time and cost of TSG dispatch.
We are the project deployers. when DIAD IV rolled out, TSG installed the new racks and got the DIADs ready for the centers. When Telematics rolls out, TSG installs the antennas in and around the buildings. TSG is responsible for upgrading/replacing all Windows 2000 workstations. This portion of our job is scaling back as deployments update and as we make it easier for the operation to do their own upgrade. Windows 2000 SP2 deployment meant TSG touched every computer. The last Windows XP service pack deployment was controlled in NJ and almost no TSG involvement. PFT upgrades have been done by centers for years now. But there's still need for TSG. new systems, new hardware, major upgrades need dedicated physical presence. TSG is still the department for that. Yes, a lot of what we do on these deployments is heavily scripted. It has to be. It makes support MUCH easier if everything is setup the same.
Also, detailed instructions are the way for enable new and/or specialized knowledge is used with little training.
TSG supports the infrastructure. If a drive on a server goes out, TSG get's the call. Even if we are lucky and ship a replacment and talk the local OMS through what to do, We are responsible for making sure the i is dotted and the t is crossed. If a building loses power, TSG gets many logs for it and is asked operational impact. TSG coordinates network cabling within a building, making sure that there are enough drops where they are needed. if network equipment fails, TSG is responsible for installing the spare.
TSG provides troubleshooting and integration support for UPS software used by our external customers. We install and support UPS-owned WorldShip systems at our major customers. We can and do provide Field Support for WorldShip on customer owned computers. TSG helps migrate data from DHL/FDX systems to UPS. We help our shippers integrate WorldShip with their own systems.
TSG is changing. If it can be done remotely or automated, it IS being done remotely or automated. UPS is working hard to distill our experience into Common Solutions. Hardware is becoming more reliable and our operations are more adept at swapping it themselves/for us. On the External side, we don't as much hardware anymore so we aren't running around as much for hardware support or upgrading WorldShip. our integrations have moved from working with csv files transferred via floppy disk to live integration with 3rd party commercial applications or in house databases.
First, in case there's any doubt, TSG <> I.S. Broadly. When you think about what a Computer Science, Info Systems degree would train you for, you are thinking IS.
Also, TSG is probably not the Help Desk. I say probably, because it could turn out that the staff at Las Vegas and Santa Maria fall under the TSG umbrella. However, I'd argue that the tasks performed and means of measuring performance are different enough to say that they aren't the same.
TSG is the face of computing and technology within UPS. IS is located in 4 major locations (ISNJ, ISMD, Louisville, and Georgia) while the Help Desks are locations unto themselves. Due to the job, TSG are everywhere. The operations don't see all the developers who make DCS and ODS, but they see the TSG guy who installed DIAD IV.
TSG have a number of roles. First, when something breaks at the local level, we fix it. We don't get the call, that's the Help Desk, but if they can't fix remotely, they dispatch us. This doesn't mean that we don't fix remotely, we DO. This part of our job is slimming down simply because UPS is working hard to distill tech knowledge into documented solutions that the Help Desks can use and save the time and cost of TSG dispatch.
We are the project deployers. when DIAD IV rolled out, TSG installed the new racks and got the DIADs ready for the centers. When Telematics rolls out, TSG installs the antennas in and around the buildings. TSG is responsible for upgrading/replacing all Windows 2000 workstations. This portion of our job is scaling back as deployments update and as we make it easier for the operation to do their own upgrade. Windows 2000 SP2 deployment meant TSG touched every computer. The last Windows XP service pack deployment was controlled in NJ and almost no TSG involvement. PFT upgrades have been done by centers for years now. But there's still need for TSG. new systems, new hardware, major upgrades need dedicated physical presence. TSG is still the department for that. Yes, a lot of what we do on these deployments is heavily scripted. It has to be. It makes support MUCH easier if everything is setup the same.
Also, detailed instructions are the way for enable new and/or specialized knowledge is used with little training.
TSG supports the infrastructure. If a drive on a server goes out, TSG get's the call. Even if we are lucky and ship a replacment and talk the local OMS through what to do, We are responsible for making sure the i is dotted and the t is crossed. If a building loses power, TSG gets many logs for it and is asked operational impact. TSG coordinates network cabling within a building, making sure that there are enough drops where they are needed. if network equipment fails, TSG is responsible for installing the spare.
TSG provides troubleshooting and integration support for UPS software used by our external customers. We install and support UPS-owned WorldShip systems at our major customers. We can and do provide Field Support for WorldShip on customer owned computers. TSG helps migrate data from DHL/FDX systems to UPS. We help our shippers integrate WorldShip with their own systems.
TSG is changing. If it can be done remotely or automated, it IS being done remotely or automated. UPS is working hard to distill our experience into Common Solutions. Hardware is becoming more reliable and our operations are more adept at swapping it themselves/for us. On the External side, we don't as much hardware anymore so we aren't running around as much for hardware support or upgrading WorldShip. our integrations have moved from working with csv files transferred via floppy disk to live integration with 3rd party commercial applications or in house databases.
