Nobody really knows what goes on in that veritable maze of wires, terminals, cables, tapes and machines known as Teleprocessing, but we know enough to call the Teleprocessing Group whenever we have a network problem. Teleprocessing (affectionately called "TP") is the backbone of the CUNY telecommunications system and just about everything we do makes use of it.

TP, a unit of the Operations and Communications Department, maintains two shifts in order to offer us its services from 6 am to 12 midnight and comprises 11 men and women plus the occasional CUNY student intern. The folks in TP possess a cornucopia of skills, do a lot of reading, experiment with the latest technology, talk to a variety of experts daily and on the whole have a ton of common sense.

A multitude of business backgrounds are represented in TP, and many of its employees had worked in other departments of CUNY/CIS before moving over to teleprocessing. Gary Williams, a ten year veteran of CUNY, describes himself as a "hybrid of three departments: Operations, Teleprocessing, and Administration." Consequently, he can do just about anything the department requires, from laying cable to upgrading software, or maintaining the water alert and air conditioning systems.

Basically, TPers are generalists who learn new technology quickly. They have to because it changes so rapidly. As Steve Spencer, Manager of TP, says, "Our mission is to assure each user within the system complete operability on demand." Williams agrees and believes "the road to operability is paved by the telephone network; we act as the liaison between that huge utility we call `The Phone Company,' and all of its users within CUNY." Teleprocessing also ensures that equipment used is compatible (both on an applications level and on a protocol level) with telephone lines and any other equipment to which it may be connected. In addition, TP is the central location for vendor and equipment information as well as network and data specifications.

When problems occur, TP is prepared. Williams believes that user problems arise from one of three sources:"equipment failure, phone line trouble, or a combination of the two." As the information link between the utility company, the user, and the equipment vendor, TPers become expert diagnosticians; possessing enough knowledge to pinpoint the problem quickly and facilitate a rapid solution.

Although TP is responsible for working with external users, it is also charged with wiring, interconnecting, and maintaining the resources within CUNY/CIS. In both capacities, TP interacts with the Help Desk, Commun-ications, Operations, and Programming staff.

Their Own Reference Manual

TP is required to keep meticulous logs of problems and their solution, providing the department with an expanding and extremely handy reference volume.

As elsewhere, rapidly changing technology has had a tremendous impact on the Teleprocessing Department. The proliferation of personal computers and the inherent problems of personal connectivity forces TP to be continually and rapidly acquiring technological expertise. Adding video technology into the telecommunications mix provides another dimension which further complicates matters. "As we broaden the range of hardware and networking protocols in use at CUNY, the changing needs of users will require the department to grow dramatically," says Spencer.

Most TPers agree that up-to-the-minute training on new products will continue to be one of the most critical aspects of the job. "It's a very interesting job because we're constantly exposed to the latest in technology, says Spencer, but it can also be very frustrating and stressful as we scramble to understand these proliferating new capabilities before problems with them arise."

Livingston Grosvenor, who monitors and maintains communications lines and equipment, believes TP is a challenge but enjoys the relaxed atmosphere of his department and the chance to work with the latest technology-a position taken by the women of TP as well. They, however, are still greeted with confused looks from users who expect systems repairs to be handled by men. When Zenaida Silva, Veena Chablani, Rookmeenie (Nadira) Singh and Madeline Colon do field work they claim that: "people are amazed to see women with tools and test equipment coming to fix their complex problems." Silva, a supervisor, enjoys breaking that stereotype. Chablani, who holds degrees in both Science and Telecommunications, concurs. "It's a great experience," she says; "every day you learn something new." Colon and Singh, who also hold technical degrees, nod their heads in agreement.

Multicultural Talents

TP is a culturally diverse and multi-talented group whose members range in age from 25 to 50 and represent eight nations. Their hobbies are legion: painting, acting, sports, cooking, sewing, writing, singing, the study of foreign languages and music. Many talents and ethnic backgrounds make for lively conversations and exotic social events and TPers consider themselves to be one of the happiest departments on the floor.

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