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Monterey County Office of Education

Leadership, Support and Service to Prepare All Students for Success

Dr. Deneen Guss, County Superintendent of Schools

Technology & Operations Division

Technology & Operations provides for immediate and long-range strategic information systems needs. We operate core information technology resources and services and then manage the centralized aspects of those resources necessary to support the business and educational mission and the priorities of the County Office of Education. We do this with long-term planning for delivery of services in the area of information systems, software applications, data center operations, telecommunications, network operations, enterprise systems, and comprehensive client support and services. We’re additionally responsible for the development, documentation and implementation of organization-wide process controls, metrics, and reporting systems.

Our goal is to ensure that educational technology services needed for both the improvement of staff productivity and for 21st Century classroom instruction are provided to school districts and MCOE educational programs by means of:

  • Comprehensive state-of-the-art technology and information services infrastructure and support that effectively provides a centralized and fully-integrated technology system.

  • Formalization of organizational process control systems focused on continual service improvement and the achievement of operational excellence for the Monterey County Office of Education, and school districts and community college districts in Monterey County.

Technology & Operations Division was previously comprised of a single department that has now been split into six discreet departments.

The Infrastructure Services department provides the platforms and connections that enable technology use for the Monterey County Office of Education and for a large part the school districts across Monterey County.

Infrastructure platforms are a combination of hardware and software that when implemented provide user empowering resources such as Escape, Exchange Email, Student Information Systems, Web and virus protection, along with the ability for users to reliably store and access their files. We strive to deliver these platforms and services in the most efficient and economical fashion possible while insuring their usefulness and relevance to today’s demands. The Technology Industry is fast paced and new offerings are available every day.  We are constantly working to develop new platforms and services to better empower our users.

Platforms and services are only useful if our users can access them whenever and from wherever they need.  Infrastructure Services is dedicated to bringing fast, reliable and secure network connectivity to both our MCOE users and to the Monterey County School Districts.

The goal of this department is to provide a high capacity, reliable and flexible technology infrastructure to serve as the foundation for educational technology initiatives and business processes for the Monterey County School Districts along with the Monterey County Office of Education.

The Service Desk department strives to support all aspects of services we provide to our clients, both internal and external. We strive to provide rapid responses to new requests, facilitate restoration of interrupted services, and provide individualized assistance via help requests through the use of help desk reporting and ticket tracking. The Service Desk department is a central point of communication to keep users informed of service changes, outages, and informational updates.

The Service Desk department provides direct support to internal and external clients via telephone, email, and help desk portal requests for the following services:

  • Desktop support
    Computer and mobile device management through imaging, configuration, and troubleshooting. User assistance with software, peripheral setup, and network connectivity.

  • Email Services
    Account setup, client connectivity setup, email and SPAM Quarantine troubleshooting.

  • File Services
    File share setup, file server connectivity assistance, file backup guidance, and fie service troubleshooting.

  • Printing Services
    Device delivery, device and user connectivity, maintenance and troubleshooting.

  • Data Processing
    Check printing and processing for payroll (Regular, Manual, Supplemental, Emergency, and Cancel Re-Issue) account payable vendor, tax document printing (W2, 1099). Bank file processing (ACH, APY, Reconciliation).

  • Computer Lab services
    Lab configuration changes, maintenance, and troubleshooting.

  • Technology Purchasing
    Product evaluation, recommendation, and standardization list maintenance. Quoting, order placement, requisition and PO generation assistance. Purchase receiving, inventory, and delivery.

  • Phone Service
    telephone line ordering, relocation, and troubleshooting. Liaison between internal departments and district site phone provider.

  • Website Services
    user training and web site error reporting.

The goal of this department is to provide a single point of contact to our clients for all services offered by Technology & Operations.

The Technology & Operations Software Development team provides software consultation to clients requiring assistance in implementation and customization of software systems, development of custom software per client specifications, and assistance in evaluating potential software acquisitions. In addition, the Software Development team provides support in the integration of data systems, database architecture and design, and backend technical support as it pertains to enterprise data systems.

The Software Development team has already provided numerous enhancements to existing software solutions, such as enhancing reports, automating notification systems (as within the Escape Financial System) that are critical to everyday operations, design and develop custom applications, and improve the functionality, content, and usability of the MCOE website to better serve the public, our school districts, staff and students.

The goal of this department is to build and implement tools that enhance the efficiency and accuracy of our clients, to automate procedures, streamline dataflow, and define tools for data driven applications, and to maintain, support, and improve existing systems.

The Operations team provides consultation and implementation services to clients looking to improve current and future services through process improvement and project management. This is accomplished by implementing industry-recognized frameworks for quality, process improvement, project management, operational assistance, and the development and implementation of standard operating procedures.

The Operations team provides the following services to districts and MCOE departments:

Process Improvement

  • Organizational Process Education
  • Organizational Process Analysis
  • Organizational Process Review
  • Organizational Process Mapping
  • Process Improvement Training
  • Organizational Process Documentation
  • Organizational Process Reengineering
  • Implementation Guidance for New Processes
  • Change Management Consulting

Project Management

  • Project Documentation
  • Project Planning
  • Coordination of Project Tasks
  • Progress Reporting
  • Project Oversight
  • Risk Management
  • Scope Management
  • Change Management

The primary goal of this department is to ensure that all MCOE programs and services are able to provide the high quality, in-demand product in an efficient, effective, and transparent manner. Secondarily, yet equally important, is to assist districts in the same manner for the benefit of all students in Monterey County.


Trisha Paulson

Chief Technology & Operations Officer
Phone: 831.755.0324

Natalie Hatley

Executive Assistant
Phone: 831.784.4247

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