EPA-NY-FINAL-Binder2.2
Transcription
EPA-NY-FINAL-Binder2.2
7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com June 19, 2012 US Environmental Protection Agency Contracts Management Section 290 Broadway, 27th Floor New York, NY 10007-1866 Attn: Carol Fitzpatrick, Contracting Officer Re: Solicitation No. RFQ-NY-12-00004 Dear Ms. Fitzpatrick: Total Networks Inc. (TNI) in response to the requirements contained in U.S. Environmental Protection Agency’s Solicitation Number RFQ-NY-12-00004 in support of Region , Information System Branch (ISB), Office of Policy and Management (OPM). TNI proposal is responsive to the requirements in the solicitation for Information Technology & Telecommunications Support Services In accordance with your desired requirements for a Single Prime Contractor responsibility, please note that Total Networks Inc. will be the sole point of contact for the stated services. This offer is being proposed as a firm fixed price service contract for all support services. TNI’s costing and technical proposal will remain firm for a period of 90 calendar days. In the event you may have any questions, or require additional information please feel free to contact me at the letterhead address. We look forward to discussing with you our proposal and contractual terms. Sincerely, Kenneth L Brown President/CEO “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 1 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com PROPRIETARY STATEMENT THIS PROPOSAL, FURNISHED IN RESPONSE TO SOLICITATION NO. RFQ-NY-12-00004 CONTAINS PROPRIETARY AND/OR PRIVILEGED OR CONFIDENTIAL COMMERCIAL OR FINANCIAL INFORMATION. THIS INFORMATION IS MAINTAINED IN CONFIDENCE IN THE COURSE OF THE OFFEROR'S BUSINESS AND IS NOT OTHERWISE PUBLICLY AVAILABLE. THE OFFEROR SUBMITS THIS INFORMATION TO THE GOVERNMENT IN CONFIDENCE AND UNDERSTANDS THAT IT IS RECEIVED WITH THAT INTENT. THIS INFORMATION SHALL NOT BE RELEASED OR DISCLOSED OUTSIDE THE GOVERNMENT UNDER THE FREEDOM OF INFORMATION ACT (5 USC 552) OR UNDER ANY CIRCUMSTANCES. THIS DATA, FURNISHED IN CONNECTION WITH THIS SOLICITATION, SHALL NOT BE DISCLOSED OUTSIDE THE GOVERNMENT AND SHALL NOT BE DUPLICATED, USED OR DISCLOSED IN WHOLE OR IN PART FOR ANY PURPOSE OTHER THAN TO EVALUATE THE PROPOSAL; PROVIDED THAT IF A CONTRACT IS AWARDED TO THIS OFFEROR AS A RESULT OF OR IN CONNECTION WITH THE SUBMISSION OF THIS DATA, THE GOVERNMENT'S RIGHT TO USE INFORMATION CONTAINED SUBJECT TO THIS RESTRICTION IS CONTAINED ON SHEETS MARKED: 'USE OR DISCLOSURE OF DATA CONTAINED ON THIS PAGE IS SUBJECT TO THE RESTRICTION ON THE TITLE PAGE OF THIS PROPOSAL OR QUOTATION." THIS IS TO CERTIFY THAT ALL INFORMATION CONTAINED IN THE PROPOSAL OR CONTRACT WHICH IS IDENTIFIED AS "PROPRIETARY", MAY CONTAIN TRADE SECRETS WITHIN THE MEANING OF SECTION 1905 OF U.S.C., TITLE 18, AND THE COMPANY EXPECTS THAT SUCH INFORMATION SHALL BE AFFORDED ALL PROTECTION AUTHORIZED BY SECTION 1905. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 2 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 3 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Table of Contents EXECUTIVE SUMMARY.................................................................................................................... 5 FACTOR 1 - MANAGEMENT APPROACH ...................................................................................... 7 FACTOR 2 - CORPORATE EXPERIENCE ..................................................................................... 52 FACTOR 3 - PROJECT AND KEY PERSONNEL ........................................................................... 57 FACTOR 4 - PAST PERFORMANCE............................................................................................. 113 “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 4 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com EXECUTIVE SUMMARY Total Networks, Inc. (TNI) is a minority owned, 8(a) certified, veteran-owned small business. TNI was founded in 1999 and provides technology solutions and services in the areas of Enterprise Consulting, Integration, Operations and Maintenance Support, Disaster Recovery Planning, and Information Technology Security. We are highly qualified to provide and are currently providing to our clients quality help desk support as well as network management and operation support. TNI is headquartered at 7111 Allentown Road, Suite 202, in Fort Washington, Maryland. Our location is conveniently located within 15 miles of Northwest Washington, D.C., which give us close proximity to all government offices within the Washington Metropolitan Area. TNI has a clear understanding of the mission and objectives of the Environmental Protection Agency (EPA), Information System Branch (ISB), Office of Policy and Management (OPM) and the wide range of services required to operate an effective information technology and telecommunication support services. Our staff has successfully performed and managed similar projects and have the required certifications and expertise to support onsite and off-site support services. Customer satisfaction is our number one goal and we constantly strive to exceed our client’s expectations. Our company motto “One Title, One Mission, One Goal” means that we create with the client a “Partnership of One”, “Not about being client and/or contractor”, We do it right the first time, on time, and within budget, ensuring that all turn-around times are met. TNI makes a firm commitment to provide the proper technical experience and complementary management expertise needed to meet the requirements of all our clients. This technical proposal will demonstrate TNI’s understanding of the Government’s requirement, present our plan to manage this contract, show our team’s qualification, pin point our key personnel, show how our past performance are similar to EPA’s work requirement or greater and show our capability to perform all the tasks in a concise, logical manner as stated in the solicitation. TNI agrees to all terms and conditions of the model contract of this solicitation, which consist of the RFP Sections A through K, including all documents, and attachments incorporated by reference and made a part therein. TNI has clear lines of communication that will allow for use “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 5 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com of corporate resources to support problem resolution should problems arise or situations necessitate executive level inclusion. TNI understands the need to provide excellent customer service through high quality and continuous improvement of information and creating an agile and responsive response to our Customer’s needs and requirements, while reducing cost. Our approach centers on ongoing and systematic procedures and the establishment of service level goals to deliver quality support services. These procedures, strengthen service availability, and ensure customer satisfaction. Our mission is to provide seamless, efficient, and customer-centric delivery of services to EPA through high quality and continuous improvement. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 6 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com FACTOR 1 - MANAGEMENT APPROACH On Day 1, TNI will deliver to EPA a highly experienced and responsive Project Manager, robust Information Technology and Telecommunication Support Team, supported by highly integrated project organization structure and corporate reach-back to provide innovation,, and visibility into program planning, project resources, budget and performance management that EPA seeks. Management Plan and Approach (Factor 1, Subfactor A ) Our management philosophy is based on creating management excellence through enterprise performance management while focusing on improved alignment of business, IT, operations and its people. It is people – often those on the front line- that make enterprise performance management a success! Our Demonstrated Experience, Dedication, and Commitment to the EPA’s Mission Success Are Core to Our Management Approach ■ Demonstrated experience successfully managing ■ customer-driven changes in scope, size, and complexity Over 10 years of Industry’s Best Practices and Credentials —PMI, ITIL Certifications Established program management tools and processes that ensure quality and timeliness of performance A proven, low-risk transition plan providing continuity of critical operations during phase-in Proven history of introducing and infusing innovative solutions to meet customer needs Our management approach consist of an ■ experienced Project Manager and a responsive leadership team with corporate reach-back; ■ integrated project teams with clearly defined roles, responsibilities, and clear lines of ■ authority, and proven processes to manage program risk, cost, schedule, and performance. Our management approach offers effective organizational structure that complements EPA’s and allows us to enable tight coordination and quick responsiveness. Our approach ensures every employee has a part to play in realizing EPA’s business and organizational goals and objectives. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 7 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Corporate Commitment and Trusted Partnership between EPA & TNI As Chief Executive Officer of Total Networks Inc, and a person who understands the critical mission of EPA worldwide, I am personally committed to the success of your programs, and I promise you the full cooperation of Total Networks resources to support you at any time.” Building trusted relationships takes dedication and commitment. TNI is a right-sized company uniquely positioned to become EPA’s “trusted partner. TNI views every customer’s successvitally important. This contract will receive total corporate support and commitment to ensure Kenneth L. Brown, President/CEO senior-level visibility into program execution and customer satisfaction. This commitment extends from TNI’s President, Mr. Kenneth L. Brown, through our Executive Leadership and Senior Management, to our proposed PM. We listen to our customers, understand their expectations, and respond to their changing needs. TNI Communication and Reporting The first step in creating a stable and sustained relationship is TNI’s appointment of an experienced Project Manager with the authority and the corporate standing to obtain the required resources to execute the program and respond to EPA’s evolving needs. The PM is the single point of direct interface between TNI and EPA customers who fosters full communication and top-level corporate attention and provides the required program oversight to and execution. The PM’s primary role on the contract is to manage relationships, direct all program activities, and to work closely with the EPA CO/COTR to align resources with strategic objectives while ensuring program execution and success. He is empowered to make executive decisions that impact project planning, budget, and performance management success. An entire team of corporate resources comprising training, facilities, security, contract management, Human Resource, assist our PM as shown in managing the contracts and our partners. Additionally, our proven organizational structure enables reach-back to over 50 personnel and the capabilities for facilities expansion, if needed. To further demonstrate our corporate commitment, we established the Management Board of Directors (BOD) and the Technical BOD made up of Industry’s senior executives and thought leaders. Comprised of CTOs and CIOs across our partners, these board members offers direct access to experienced industry leaders who and can help guide EPA strategic planning, technology insertion roadmap, and business case development for EPA IT technology innovation. Management Techniques to Direct and Control Program Resources “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 8 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Directing and managing projects cannot be left to chance. With the emphasis on innovation, there is a real tradeoff between highly refined operational efficiency and the flexibility to foster innovation. TNI takes a systematic approach to controlling projects effectively through the application of best practices and processes in project and performance management. Integrated processes and tools will improve focus on project scope, communication, and budget decision making by providing both EPA, Program Stakeholders, and TNI with real-time access to integrated work breakdown structures, resource-loaded schedules, earned value measurements, and other critical project metrics. Align Data Collection and Consolidation Processes. TNI has established a work breakdown structure (WBS) that aligns with ISB,OPM, EPA’s organization to provide visibility into the performance of each task. Our WBS serves as a key planning and management tool uniquely suited to support personnel assignments, allowing the PM to collect cost, schedule, and track technical performance by task, program and functional activity. Our standard cost and schedule management process is proactive and iterative and begins during the proposal phase, so baseline information is available on Day 1. TNI’s Business Operations Manager oversees cost, schedule baselines, and maintains records on costs and charges incurred to verify that we meet contractual obligations. He develops and monitors project schedules, develop project budgets, and manage costs expended on the project. We manage work through resource-loaded schedules, and administer costs and hours down to the individual FTE on a bi-weekly basis, and provide weekly projections of cost to complete. This approach gives TNI and EPA more visibility into cost management, as opposed to waiting for monthly invoices, which are usually received 45 days later. We use these cost and schedule management processes on other major programs and we also use it to operate our business. The PM reviews all formal reports and deliverables to ensure quality and completeness. Cross Matrixing Resources. Projects must share resources. Our approach to cross-matrixing personnel and scheduling is comprehensive and cuts across all technical teams. PM and task leads will oversee resource management, supporting each team’s overarching functions while at the same time, crossmatrixing personnel as needed to address work priorities, balance work fluctuations, and “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 9 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com maximize staff efficiencies. This provides a number of benefits to EPA including: 1) Crosstrained staff can fill in or supplement other teams as needed, 2) Fluid teams provide advancement opportunities for staff, reducing turnover and 3)Flexible staffing approach maximizes staffing efficiencies and improves service to customers. Surge Requirements Our approach to managing the effort and technical workforce can easily accommodate surge requirements. Upon receipt of new tasking, we assign work packages mapped to the WBS to the new effort to identify the task purpose, deliverables, schedule, resources, and budgets. The ability to closely track all work activities and hours expended weekly enables managers to refocus resources instantly while adhering to PWS scope of work. Earned Value Management Additionally, TNI will utilize Earned Value Management (EVM) to monitor and forecast budget for active projects. This will provide the PM with early warning indicators that and greater insight into potential risk areas, allowing our team to take the necessary proactive, correction action to keep the project on schedule and under budget. Our approach to Earned Value Management is built upon the ANSI/EIA-748-A Standard. Risk Management TNI employs a comprehensive process to identify and manage program risks, avoid cost growth, and maintain baseline schedules. The PM and Functional Leads identify risks and assign each a unique identifier, which we track in the IMS. TNI then prioritize, categorize, and assign each risk to the appropriate Task Manager to track and manage. The PM and Task Managers participate in monthly risk management review boards to review risks and their mitigation status. Our practices promote mitigation of risk and ensure continuity of operations. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 10 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Table 1.2. We Continually Identify and Assess Program Risks and Develop Mitigation Strategies Based on Lessons Learned and Successes from Similar Programs Risk Description Mitigation Plan Lack of proper cost and schedule management to ensure quality and timeliness may cause budget overruns and inability to complete tasks on time. Lack of ability to implement proven industry best practices for program management may cause cost and schedule overruns. Lack of ability to adapt to change may prevent TNI from being able to address evolving EPA needs. Lack of effective and responsive subcontractor management may affect completion of SOO tasks. Continuous communication with COTR and Govt leads IMS offers insight into program performance; timely data Proactive planning and cost projecting Trained contracts and financial staff Proven financial accounting tools and processes Bi-Weekly resource reviews Use proven best practices implemented on other programs Integrated program management training for all program staff Successfully coordinating across community on programmatic and technical activities Initiation of organization with dedicated manager for all three phases of transformation Transition to new contractors Transition to Performance Based Contracting (PBC) Proven subcontractor management processes Trained and experienced subcontracts administrator Respect for our teammates and view them as partners with shared goals and objectives Defined process for distributing work share that rewards responsive teammates Equitable pass-through of award fee to teammates “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 11 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com STAFFING PLAN TNI has demonstrated success in building successful contractor teams—we capture both new employees and desired incumbents by offering competitive compensation, attractive benefits, and a challenging work environment. Our ability to hire the right staff ensures that EPA ISB institutional knowledge will be preserved and a correct mix of personnel will be assigned to the team. Team TNI has a reputation of recruiting exceptional engineers. EPA ISB has to spend its dollars wisely on technology, personnel, and controlling costs to achieve high priority operational objectives along with secure day-to day operations. TNI has more than 20 years of practical experience supporting major government agencies on a full range of complex government contracts directly comparable in scope and size to the ISB/OPM enterprise-management contract. We are able to hire qualified technical engineers and operations staff with the ability to provide cost effective expertise that compliments ISB budgets and OPM’s EPA mission requirements. TNI plans for the long term and hires to retain the best staff possible to provide mission maturity and continuity. As a contractor, our goal is to establish your program as a model that aligns with ISB and OPM. In order to meet the important challenge of staffing, spending dollars wisely, oversight and reporting compliance, TNI proposes to follow tested processes to hire technically qualified staff. We seek top tier employees with the necessary skills and clearances who can immediately perform on contract and meets all present and future challenges. TNI’s proposed organizational and functional structure has been developed to facilitate project execution, between Information Center Help Desk/Desktop Support/Training (ICHD); Computer Center Operation Support (CCO); Local Area Network Support (LAN); Voice Telecommunications Support (VT); Mobile Devices (MD); Audio Visual and Videl Teleconferencing Support (A/V-VTC); Internet/Intranet Development Support (IID); Programming Support (PS). All teams will coordinate and report to the Project Manager and interface with our Quality Management staff. We recognize that it is imperative that our structure remain flexible and will be cross-matrixed to meet demands of the EPA ISB mission. TNI’s experience enables us to make qualified recommendations on the appropriate staffing structures and requirements, the range of technical skill levels, and staff required to successfully partner “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 12 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com with EPA ISB to provide network solutions aligned to OPM architectures and compliance mandates. TNI Staffing Matrix TNI goal is to cross matrix our staff and resources based on project requirements and budgets. Our dedicated team is accountable for all project activities including keeping EPA networks operational, internal controls in place working toward documentation, operational standards and timely deliverables across all projects. TNI suggests regular monthly meetings specifically focused on personnel and resource allocation to include government Program Managers, COTR, TNI Operations Leads and the Project Manager. What we are trying to achieve for EPA ISB is a team that is an accountable, cross-matrixed flexible team. TNI has developed a staffing matrix giving us the ability to resource cleared, qualified technical personnel as required in the Staffing Plan. The Plan includes three key components: key Project Management and Technical personnel, their proposed position, PWS compliance, status of offers, a summary of relevant skills. The proposed key personnel will cover the major task functional components of program leadership and support, and most importantly, engineering ensuring that all performance requirements are met for the EPA ISB contract duration. Second, in addition to key personnel, TNI has identified personnel ‘on the bench’ that we are {have} actively recruiting {ed} for inclusion on the EPA ISB program. We will recruit from this staff to potentially fill any open positions created either when or if the current incumbents choose not to join the new contract or replacements are needed. Third, we have identified Subject Matter Experts (SME’s) and initiated required consultant documentation that’s available to provide guidance where necessary. All proposed staff hold U.S. citizenship and either have active Background Investigations (BI) as denoted in the matrix, or are prepared to immediately submit documents to finalize their clearance upon contact award. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 13 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com PWS Task Area/Number Name Labor Category Comp any Est. Start Date Key Skills BI Clearance Status Hiring Status Key (Y/N) 6.1.1 Improve Network Capabilities and Reduce Network Downtime Mr. Benjamin Ciaramitaro Program Manager Prime Day 1 BI Signed Offer Letter Yes Ms. Rose Cooley Help Desk Prime Day 1 BI Signed Offer Letter Yes Mr. Patrick O’Beirne Voice/ Telecommu nications Prime Day 1 BI Signed Offer Letter Yes Ms. Venus Sanchez Training Support Prime Day 1 BI Signed Offer Letter Yes Mr. Nick Cherry Internet/ Intranet Prime Day 1 BI Signed Offer Letter Yes Mr. Michael Brogan Desktop/ LAN Support Prime Day 1 BI Signed Offer Letter Yes Mr. John Nunez Audio Visual Prime Day 1 BI Signed Offer Letter Yes “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 14 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com TNI’s corporate infrastructure is in place to actively support EPA ISB/OPM starting on day one of the contract. Within five working days after contract award, TNI will submit a list of all proposed employees to be assigned to the task who meet security requirements along with required security documentation. TNI ensures that all proposed key personnel will have the required EPA BI clearances required to work on day one. TNI’s Proposed EPA ISB/OPM Project Manager: Mr. Benjamin Ciaramitaro TNI has designed a project organization that ensures that EPA ISB will have a single POC for technical and management issues. Our proposed EPA ISB Project Manager, Mr. Benjamin Ciaramitaro has full responsibility for managing the program and has both corporate TNI and team member corporate resources available at any time. The level of authority and control afforded to our Project Managers by TNI’s top management demonstrates our confidence in their abilities to make key business decisions for optimal program performance without the need to seek approval from higher authority unless the Project Manager determines that additional corporate resources are needed. It is his job to ensure the program success and continuity. Our Project Manager has extensive direct experience in a strategic role managing large contracts and will be dedicated to prioritizing key EPA ISB/OPM activities. He will be responsible for the primary oversight and interface between the technical performance at the task level and the business and resource planning and solutions at the corporate level. Mr. Ciaramitaro will have direct and immediate access to TNI corporate managers and line operations to support the EPA ISB/OPM work. Our TNI streamlined organization keeps management layers to a minimum, while facilitating open communications through the chain of command and across disciplines. The result is less bureaucracy and faster identification and resolution of problems. TNI’s PM management support is structured into four key areas: project control, quality management, configuration management, and project support services. The PM will hold responsibility for managing resource requirements, costs, schedules, and supporting EPA management’s ability to understand projects’ progress. We will use the WorkLenz application for EPA ISB managers to evaluate TNI’s resource management of project progress, against costs and schedules across the Enterprise. Our PM will maintain up-to-date project management information including project summaries, milestones, metrics, issues and status. Government “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 15 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com managers will be able to monitor project health, risk and activities with continually updated information needed to make budget and resource assessments, future technology investments and track ongoing risks for key ISN program elements. Accurate and continual reporting by the TNI Project Manager will also serve as the foundation enabling ISB/OPM to fulfill other critical EPA an OPM reporting requirements, audits and compliance. Moving Forward from Day One: Retention is Important To ensure continuity of operations, preserve institutional knowledge and minimize loss of productivity, TNI has offer letters in hand for all qualified of the EPA Information Technology and Telecommunication Support Services incumbent staff to transition onto the TNI contract. Our recruiters will work closely with incumbent staff and will offer employment to all qualified candidates. In addition, TNI has three, full-time, dedicated recruiters who will assist our EPA ISB management team in hiring new, technically qualified personnel to support the EPA ISB contract and the Transition team from Day 1. Ability to Scale Operations: TNI offers EPA ISB a flexible Staffing Plan to meet ongoing operational requirements. TNI will use the team approach to build support and manage this complex program. EPA has very specific IT challenges—security, COOP and crisis management needs, a changing organization, compliance and ongoing technology research needs. Through a combination of institutional knowledge and infusion of new team of managers and engineers, TNI will strive to build cross team synergies, document knowledge, establish standardized operating procedures to offer an innovative systematic approach to solving problems and maintaining operations. TNI’s goal is to staff this performance-based contract with reliable and well-trained engineers, network and program management staff. Our immediate goal is to work jointly with EPA ISB/OPM to assure our mission to retain and train highly qualified IT professionals to economically carry out the strategic plans of the IBS/OPM Staffing Approach TNI employs a comprehensive approach to IT recruitment, development, retention and recognition of our employees. Our staffing solution provides the most efficient mix of engineers and support personnel to address the full range of engineering services that are required to sustain the EPA and ISB network. Our goal is to guarantee EPA ISB excellence in both staff and “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 16 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com IT support. Retention of good staff is critical to the mission. As outlined, the basic ISB Team structure of the EPA ISB operational support team illustrates our flexible staffing model. This model is modeled upon EPA ISB/OPM needs for flexible, cost effective team structures, our joint goal of continuous service improvement and open lines of communication between the contractor staff and EPA ISB/OPM program officers and COTR. The TNI employees we hire for ISB will have extensive IT experience and understand how to work across integrated project teams and cross domain solutions. In the contracting environment, professional cross-team, cross-contractor interaction is absolutely necessary. The TNI Team has extensive knowledge of EPA ISB/OPM architectures, policies and governance to support all functional areas. We will adhere to EPA ISB/OPM specific internal policies and guidance to implement the initiatives tasked to us. Our goal as a contractor is to fill any open positions and to quickly integrate new staff with current EPA ISB staff so they can assume full day-to-day mission responsibility to maintain and securely operate the EPA ISB networks. Ability to Adapt to Task Fluctuations TNI proposes to meet the ability to adapt to task fluctuations for additional EPA ISB technical requirements through two methods: capitalizing on our current in-house capability provided by our cross-trained and seasoned technical staff; and by recruiting and vetting short-term hires, such as independent contractors, using the same standards employed to recruit and hire EPA ISB/OPM staff. Regardless of the method used, we will coordinate our recruitment based on the approval of the EPA ISB PM and COTR and staff according to the project technical requirements. TNI will implement a staff structure that maintains or exceeds the value of a skilled incumbent workforce augmented with new staff and an integrated management organization to support a service delivery model. Our goal is ensuring consistent and effective application of processes and personnel to meet EPA’s ISB mission and needs. is focused on placing qualified staff in the right support areas to ensure continuous support. Our plan also includes the 24x7x365 availability of Program Managers an TNI senior management support who are ultimately responsible and accountable to EPA ISB/OPM government managers for our performance under the contract. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 17 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Features of Our Staffing Approach Provide EPA with competent staff that has direct EPA ISB/OPM management experience and technical expertise. Capture qualified incumbent personnel who meet the experience, certification, and clearance requirements. Offer competitive salaries and personal development through training, job performance recognition, and a solid benefits package to ensure high-quality performance. Manage staff performance through 90-day introductory reviews and on time annual evaluations. Leverage teammates’ full-time corporate recruiters to advertise, identify, and hire for positions not filled by incumbent staff, build pipeline and surge capability Use TNI’s full-time security officer to coordinate security clearance processing with appropriate EPA Government staff. Benefit to EPA ISB/OPM Veteran managers and leaders experienced in all aspects of EPA ISB processes, as well as EPA SOW areas. Domain knowledge retention: successful incumbent capture preserves EPA ISB/OPM knowledge base and ensures a seamless transition and zero impact on day-to-day operations. Staff retention that reduces risk to full mission support, retains institutional knowledge, and allows internal mobility within the organization. Employees engaged in their performance help ensure excellent customer support. Ensure that skill levels match the job description and that employees are performing according to established standards. Ensure full staffing by day 1 transition and ongoing timely recruitment, especially for key positions. Ensure that all personnel have necessary BI clearances and are ready to begin supporting the contract. The TNI Team offers EPA ISB/OPM a staffing plan that can effectively and efficiently meet all support requirements. We have performed a comprehensive analysis of the SOW, determining the types, quantities, and distribution of skill sets needed to perform the work. We also drew upon our team’s extensive experience performing program management, system engineering, and O&M functions on comparable programs. Filling Open Contract Positions in a Timely Way As with any mission critical support contract such as ISB, there is concern when key staff resigns or openings occur and a team member has to be replaced. TNI has a defined recruitment process that is coordinated with our teammates to ensure expedient recruitment without interruption in service of mission critical systems. To mitigate risk, TNI will advertise positions as soon as they are identified or as soon as a potential requirement exists. To establish a pipeline of qualified candidates, TNI will identify potential candidates in anticipation of future requirements on a continual basis. We will coordinate with our designated sub-contractors when the open staffing requirement falls within their technical area of expertise or the departing team member worked “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 18 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com for their company. However, if after 10 working days a suitable candidate has not been presented for an interview, the TNI Project Manager will open the recruitment to the best qualified candidates in-house. The goal is to fill the position as quickly as possible and transition the new employee onto the contract for continuity of performance and services. Team Security Clearance and TNI Security Practices Security awareness is the combined responsibility of all of our TNI employees, managers. As a corporation we are dedicated to maintaining compliance with all for the security requirements of the EPA ISB/OPM program operations. During employment orientation, TNI Team members are advised that their work on the EPA ISB/OPM program requires adherence to all of the rules and regulations without exception. Employees are fully accountable. Each staff member will be made aware of security compliance as part of their performance plan inclusive of their 90-day performance appraisal and their annual performance appraisal. Upon start up of the contract, TNI’s orientation will be tailored to present all EPA ISB/OPM security rules as defined and required by our government sponsors. Program and Operations managers will ensure they remain current on EPA and ISB/OPM rules and regulations. TNI Program and Operations Managers will keep copies of US government applicable and EPA specific security policies and practices on hand. Employee orientation will cover all topics directed by the government and TNI including: Badging and proper ID carry and display Individual behavior and actions necessary for the protection of the work entrusted to us Use of Government Furnished Property and materials Constant security vigilance to protect all EPA ISB/OPM contract relevant information Emergency evacuations and drills/procedures for COOP Employee rules of behavior and conduct Again, as stressed in this discussion of overall TNI program management capabilities, we feel that making rules for behavior clear at the onset of the EPA contract promotes employee retention and a better working environment. All personnel, both at work and away from the EPA facility, will be required to abide by security rules and regulations. All personnel will be required to complete both EPA-sponsored and TNI sponsored security refresher training “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 19 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com annually, regardless of the clearance levels they hold to perform their EPA ISB/OPM work. Employees must sign off that they have completed this training and it becomes part of their personnel file. At any time, TNI program and operational managers will be available to answer any questions and to collaborate on any additional contract-specific training that might be required or recommended for the TNI team to perform its work. In summary, TNI’s reputation as a contractor selected to carry out the government’s mission is one we intend to handle in full accordance with security rules and regulations. The technology and professional services we provide to the government require us to routinely support our customers with cleared staff. TNI has extensive experience and expertise in security compliance and has corporate resources available to support the EPA contract Proposed Metrics to Measure Contractor’s Recruiting, Hiring, and Retention Performance As with any performance-based contract, it is imperative that meaningful, and measureable metrics be available to determine risk and evaluate the contractor’s performance on the contract. TNI is proposing the following metrics for the EPA ISB COTR to use to measure our performance with regard to personnel and staffing. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 20 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Area Personnel Retention Metric Percentage of staff that departs from the program, standardized across a 1year period. Standard TNI will hold the retention on this program to greater than 90% (industry standard is 80%). Staffing Replacement and new candidates are proposed to the Government in a timely manner. Contractor will provide a replacement within 30 calendar days for new or existing vacancies. Promotion Number of staff who are promoted. Qualified staff are promoted to the next higher labor category each year as program requirements allow. Training and Skills Certification Number of staff who receives development of a personal training development plan and complete training. 100% of the TNI staff will map a training plan and begin to work toward training completion .in concert with EPA ISB technical requirements. Figure 3.3-12: Personnel Recruiting and Hiring Metrics. Recruiting performance metrics are monitored and reported to TNI corporate leadership and EPA ISB program management to ensure corporate and program support of EPA. Surge/Crisis Coverage In accordance with any staffing plan provisions must be made for Surge/Crisis coverage. TNI will provide surge or in some circumstances personnel to cover during an emergency or crisis coverage. With prior approval we stand prepared to extend operational work hours to ensure adequate coverage as approved by the EPA ISB PM/COTR. The TNI PM will maintain a roster of on-call engineers, network and security specialists. In the event of an urgent work issue, the current staff will be on call and we will tap corporate resources to assist. Our staff will work closely with EPA ISB/OPM in accordance with established COOP policies and contingency procedures to ensure continuance of operations and systems monitoring and technical coverage. As a practical matter, TNI will provide EPA program manager and COTR with point of contact information to use for COOP and to be prepared for any emergency situations. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 21 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Back Stop Coverage TNI will implement a “back stop coverage plan” to bridge any gaps in network and systems monitoring and processing due to illness, resignation, termination or time off. TNI will notify the government PM/COTR of any absence that may affect coverage and develop a specific plan for the EPA ISB PM/COTR and other EPA ISB staff detailing how TNI intends to provide personnel coverage until replacements are hired or absent staff returns. From direct experience on other TNI contracts we find that employees are excited about the opportunity to employ some of the skills that they learned via cross-training when asked to stand in for an absent employee or assist with a surge or emergency requirement. TNI: Comprehensive Benefits TNI personnel participate in high numbers in afterhour corporate and client-sponsored events, contributing to increased morale and have an Major Employee Benefits Package TNI TNI is dedicated to retaining a highly trained and skilled workforce and offers industry competitive compensation packages to promote retention. We continually assess and improve the benefits and job experience we offer our employees, and we ensure that our teammates offer similar or near similar levels of compensation.We help employees attain career goals and have a personal interest in supporting program that contribute to increased morale, employee retention, and workforce improvement. Qualified current employees are always recruited first when positions offering advancement become available. This fosters positive morale, individual achievement, and longterm program tenure. - Health Insurance - Accidental Death and Dismemberment Insurance - Vision Care - Dental Insurance - Group Term Life Insurance - Long-Term Disability Insurance - Short-Term Disability Insurance - Paid Holidays - Vacation/Sick Leave - Education, Professional Training, Certifications and Association Dues Reimbursement - 401(k) Plan - Flexible Spending Accounts - Incentive/Performance Awards - Employee Referral Bonus “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” - - - - - Page 22 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com appreciation for other employees across the team. Most importantly, we reward the team as a whole. TNI believes that employee empowerment is critical to developing a fully integrated, highly motivated team. We understand the importance of our employees staying focused on the job and we will make every effort to host necessary corporate events, such as orientation, new hire training, and company-sponsored events at the client site, with permission from EPA ISB/OPM. This minimizes a loss of productivity for our employees and maximizes our ability to deliver highquality results. Additional Labor Support As a final measure to eliminate contract delays and maintain optimal production and manpower levels, it has been TNI's practice to maintain a group of qualified personnel who are used for vacation, sick leave, emergencies and special occasions. The group will be available to perform any work requirements or tasks requested of them. Consequently, this group will ensure high levels of manpower availability. In addition, they will be able to fill in at key moments to help respond to unanticipated events. The real advantage of TNI, is that TNI has a reserve of highly qualified and dependable individuals who are ready to fill in immediately. Contingency Plan We are fully aware of and have made plans for contingencies that may arise during this contract. In particular, we have developed plans for dealing with: 1. Back-filling for vacations, sick days, and other employee absences 2. Equipment failure and/or breakdowns 3. Walkouts and/or strikes 4. Non-duty hours and emergencies “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 23 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com The primary purpose of each plan is to help mitigate the impact of each contingency. These plans ensure that work on the contract continues with the least amount of disruption possible, for these types of contingencies can lead to delays that cause unsatisfactory performance. By developing and implementing the four contingency plans, we reduce delays and work towards satisfactory performance. Back-filling for Vacations, Sick Days, and Other Employee Absences To back-fill for vacations, sick days, and other employee’s absences, we rely on two different methods: 1. Scheduling Modification 2. Providing Additional Labor Support These methods set priorities, based on order of use. The most important variable for deciding order of use is the amount of time we have to backfill. The greater amount of time, the easier it is to use scheduling modification. Scheduling Modifications This program will continuously be monitored and the scheduling and work assignments will be adjusted to: 1. Correct problems 2. Maintain production 3. Back-fill for vacations, sick days, and other employee absences, leave time Our computerized scheduling system will be used to formulate new schedules based on information from our project management team. Project staff including our Project Manager will meet weekly to discuss factors that are affecting or could affect the project tasks and quality control. It will be the Project Manager’s responsibility to forward the necessary information to “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 24 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com corporate headquarters for input into the scheduling system module. To ensure that the correct information is forwarded the corporate human resources and financial personnel will be trained in the proper terminology of our scheduling system. If some of our workers are part-time in order for us to provide full service under the contract, each project staff member will receive the same training to assure superior performance. Consequently, these staff members are available to fill in as required which may include backfill for vacations, sick days, and other employee absences, e.g. leave time. Contingency Plan for Non-Duty Hours and Emergencies Emergencies never occur at a convenient time. Our project management team and all employees will be thoroughly trained on the various operating procedures designed for handling each types of emergency. Major emergencies that TNI will prepare for include natural disasters, special events and building emergencies. Our employees will be briefed and expected to follow all federal and city fire, security, and natural disaster emergency procedures. These procedures will be reviewed with our employees regularly. Period of Performance TNI will provide Help Desk support services to ISB/OPM under a contract which will consist of a base year period beginning October 1, 2012 and ending on September 30, 2013. The contract may be extended through four (4) additional option year periods. Mission The ISB/OPM is the hub for EPA’s implementation of EPA’s functions pertaining to information technology and telecommunication support services for the USEPA Region 2 office, and is responsible for all enterprise computing in Region 2. These services include a cadre of network supporting Lotus Notes email, Lotus Notes applications, database (Oracle, SQL Server, and MySQL) and other application servers; audio visual components; and data and voice telecommunications systems. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 25 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Overall Program Objectives TNI is prepared from day one to provide a fully qualified staff of employees to provide supervision and quality performance on the following requirements contained in the EPA ISB/OPM requirements in this contract. TNI’s will support the following contract areas of support. EPA’s Region 2 Information Center Help Desk/Desktop Support/User Training [Subfactor 1.1] Computer Center Operations [Subfactor 1.2] Local Area Network (LAN) Support ]Subfactor 1.3] Voice Telecommunications Support [Subfactor 1.4] Mobile Device Support [Subfactor 1.5] Audio Visual (A/V) and Video Teleconferencing Support [Subfactor 1.6] Internet/Intranet Development Support [Subfactor 1.7] Programming Support [Subfactor 1.8] EPA’s Region 2 Information Center Help Desk/Desktop Support/User Training TNI Help Desk support to EPA ISB/OPM will have five (5) objectives with which to measure the quality of Tier 1 and Tier 2 Help Desk support. These objective are: o All phone calls to the Help Desk must be answered within 30 seconds, and callers must not be left on hold longer than 30 seconds. o E-mails and telephone request for support must be acknowledged within 30 minutes. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 26 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com o Help Desk Staff will provide customer satisfaction at levels which exceed 95% satisfaction, and Tier 1 Help Desk Analyst will resolve 80% of all technical support requests during their first contact with customers. o Tier 1 Help Desk Support will deliver one-call, one-contact support with complete customer care that extends beyond routine support to full call ownership.(total call ownership). o Help Desk Analyst will maintain operating and service level agreements while employing the use of other entities to help resolve problems without customer knowledge. Figure 1.1 Service Severity Response Times Low Medium No Service Impact High All Network Facilities Urgent Significant Catastrophic Response Resolution Response Resolution Response Resolution Response Resolution Time Time 30 min. / 36 hrs. Time Time 30 min. / 24 hrs. Time 30 min. / 4 hrs. Time Time Time 30 min. / 2hrs. TNI will follow response times as indicated in the severity response schedule. (see figure 1.1) The levels of severity are defined below: a. Low Service Impact – Help Desk Analyst give instruction on How to fix a problem with software or perform a certain function. May also include how to connect hardware complete installation of hardware and help with moves. b. Medium - Support is provided for a single device, workstation, or application and is not hardware related. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 27 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com c. High Significant Impact – a specialized application or part Of network services are not available to a several or a portion of users, but not all users. d. Urgent/Catastrophic – network is unavailable to all users or a specific application is not working for a specific location. Contract Objectives The main objective for issuance of this contract is for the EPA’s ISB/OPM customer base to receive expedient results to their technical problems involving computer network, software and hardware utilized on the Computer Network. To achieve this TNI will utilize Remote Procedure Call technologies leveraged by tools which will track all remote diagnostic support solutions. TNI will also be knowledgeable of Help Desk assistance software such as BMC Service Desk Express and frequent user of Remedy System. The Help Desk staff will provide real-time services observation. Normal Support Hours and Problem Management TNI will operate the ISB/OPM Help Desk at 290 Broadway Monday – Friday from 7:30 am until 5:30 pm and the Edison, NJ site 6:30 am until 5:30 pm each day excluding weekends and Federal holidays. After hour support may occur occasionally but will be pre-approved in writing by the TNI Project Manager and the ISB/OPM COTR and Help Desk Manager. All problems that require priority attention beyond a 2 hour time limit must be approved through the ISB/OPM “Call Flow Tree”. During normal work hours, TNI will log the problem and resolution in the “Problem Management\Call Tracking database” as soon as possible. Any required travel will be pre-authorized and reimbursed to TNI and will be limited to travel regulations issued by the Federal Government. All TNI personnel assigned to this contract will not divulge or release privacy data or information developed or obtained during the performance of this contract. Each staff member will sign a non-disclosure form prior to beginning work on this contract. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 28 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Figure 1.2 depicts the Help Desk service levels to be provided to ISB/OPM. TNI will comply with Section 508 of the Rehabilitation Act which mandates that electronic and information technology services shall be made accessible to people with disabilities. (Figure 1.2) Call Tracking and Problem Management Tier 1 - Help Desk Analyst Located at the on-site facility will be the initial contact for all request for assistance Request can come via telephone, email, or website. If problem or request cannot be resolved it will immediately be escalated to Tier 2 Help Desk support. A call ticket will be assigned and tracked until the problem is resolved. End users will be kept abreast of the status until the problem is resolved. Tier 2 - Help Desk Analyst Has “Total Contact Ownership” of all problems. Help Desk Analyst will be located onsite at EPA ISB/OPM. They will work on a customer’s problem until it is resolved to their satisfaction. Should problems arise that cannot be fixed by the Analyst the TNI PM will be contacted who will alert the ISB/OPM Manager. Analyst will alert user groups who are affected by a problem through the TNI Help Desk phone system. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 29 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Establishing and Managing Service Level Agreements (For all Support Services) TNI understands that a service level agreement (SLA) is an excellent tool for helping two parties improve communications, manage expectations, clarify responsibilities and build the foundation for a win-win relationship. TNI will follow the following key steps to establish Service Level Agreements for EPA ISB/OPM: 1. Gather background information Before eliciting commitments from the client, the service provider, TNI, will carefully review and clarify their service needs and priorities. And before making any commitments to customers, service providers should examine their service history and determine the level of service they can realistically provide. In addition, TNI will assess customer satisfaction so as to clearly understand customer concerns and establish a baseline for assessing service improvements. 2. Ensure agreement about the agreement The two parties in an agreement often have different views about the role of the SLA and what it can realistically accomplish. Both sets of views may be valid, yet sufficiently different as to cause a breakdown in SLA negotiations. Before any SLA development work is done, TNI will hold an open discussion for the two parties to ensure that they have a basic level of agreement about the agreement. 3. Establish ground rules for working together TNI will focus on the agreement, and on the process by which ISB and the customer work together to create the agreement. Issues to be discussed include the division of responsibility for development tasks, scheduling issues,constraints, and concerns regarding potential impediments. In addition, the developers can benefit greatly by discussing their communication styles and preferences. TNI will identify similarities and differences up front, and minimize conflict. 4. Develop the agreement TNI will begin the process of establishing an SLA In this step, the two parties create a structure for the SLA document and then discuss, debate, negotiate and, over time, reach agreement about the contents of the agreement. In doing so, they may each solicit assistance, input or feedback “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 30 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com from others in their own organization. The duration of this step typically varies from several hours to several weeks, depending on the severity of the problem with SLAs, their familiarity with the key elements of an SLA, the demands of their other responsibilities, and the state of the relationship between the two organizations. 5. Generate buy-in The result of Step 4 is a draft of an agreement, not a completed agreement. Before implementing an SLA, all members of both parties who have a stake in, or responsibility for, the success of the agreement should have an opportunity to review the draft, raise questions, and offer suggestions. Using this feedback, the developers can conduct further negotiations, gain the necessary approvals, and finalize the document. In addition to generating buy-in, this step improves the quality of the final document. 6. Complete pre-implementation tasks This step entails the identification and completion of tasks that must precede SLA implementation. Such tasks might include, for example, developing tracking mechanisms, establishing reporting processes, developing procedures for carrying out stated responsibilities, communicating expectations to staff, providing pertinent training. 7. Implement and manage the agreement An agreement that is not managed dies upon implementation. Management responsibilities include providing a point of contact for problems related to the agreement, maintaining ongoing contact with the other party, conducting service reviews, coordinating and implementing modifications to the SLA, and assessing and reporting on how the two parties can further enhance their working relationship. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 31 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com TNI will accomplish the Service Level Agreement Management by the following tasks: o Managing the life-cycle of IT assets and Configuration Items, including financial items, change requests, incidents/problems, and availability. o Providing accurate information on configurations and their documentation to support all the other Service Management processes. o Providing a sound basis for Incident Management, Problem Management, Change Management, and Release Management. o Verifying the configuration records against the infrastructure and correcting any exceptions. o Keeping the Service Desk up to date on each release of applications and software as it is implemented in the enterprise production environment. o Performing automatic escalation of incidents/problems when business rules specify escalation. o Providing first call resolution for as many incidents as possible when the customer reports them. o Managing Service Level Agreements regarding reported incidents/problems and changes. o Creating a knowledge base of known errors to aid service desk personnel in solving a higher percentage of customer calls without the need to escalate them to the next level of support. o Establishing, consolidating, and coordinating consistent standards for service desks. o Tracking incident/problem tickets using one cross-platform tool, o Managing the availability rules for all entries. o Training service desk personnel on new applications and software releases. o Instituting procedures and knowledge management systems to help improve the number of first call resolutions. o Managing all IT Requests for Service from initial entry to final resolution. o Providing extensive reporting capabilities using industry-standard reporting tools Standard Operating Procedure Development and Management TNI will incorporate any established standard operating procedures (SOP’s) into standard ITC procedures on an on-going basis. An example of standard operating procedures is included in figure 5.1. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 32 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Response Time The Help Desk will answer problem calls (anything which prevents basic operation of the computer, e.g., a bad monitor, computer virus, etc.) within 30 seconds. We attempt to solve project tickets (e.g., installing new software, creating new accounts, etc.) within 2-36 hours. Answering Phones and Voicemail During regular working hours, the Help Desk tries to answer all voicemail within 30 minutes of your call. New Accounts and How Long It Takes to Create Them If you want an account created for yourself or a new staff or faculty member, please notify the Help Desk at least 4 hours in advance. Though it normally does not take us 4 hours to create accounts, we ask for that time so we can test the account and, if necessary, help you set up the computer for it. To fill out our online account request form, please Sending FLASH Messages or Releasing the Digest Early “FLASH messages can be sent to the faculty, staff, admin and student lists at any time. These messages are sent out only for SECURITY reasons or to detail OUTAGES (computers, phones, water spouts, etc.) They are of immediate importance and should be read carefully by all. Please contact the help desk (6449) or head of security to send a flash message.” Palm Pilots and Support Limits At present, the Help Desk only works on EPA ISB/OPM-owned equipment and EPA ISB/OPM-licensed (or purchased) software. That means that personally-owned peripherals (Palm Pilots, etc.) are not supported by the Help Desk. As always, we’ll do what we can to help, but our assistance will be limited. Fixing Personally-Owned Computers While we do try to help home users connect to the EPA ISB/OPM network, (IF AUTHORIZED) we do not fix personally-owned computers, even if they are used for EPA ISB/OPM work. Changing Passwords Except under unusual circumstances, the Help Desk will not change passwords over the phone. Please contact ISB/OPM Program Manager with your EPA ID to have us help you change your password. Please Call the Help Desk First! If you have problems with or questions about your computer, please call or email the Help Desk only, rather than any individual ISB/OPM staff member. The Help Desk centralizes our response system so we can diagnose larger scale problems quickly. Additionally, by calling the Help Desk number, you’ll help us avoid duplicating someone else’s work. Thank you! Access to Personal Files (the H: Drive) If a department needs access to a former employee’s files (specifically his/her H: drive), the Help Desk requires an email message from that employee’s supervisor confirming the request before we can make that data available. Correspondingly, we will not access another user’s H: drive without specific permission from that user or the user’s supervisor. Which Web Browsers Do We Support? The Help Desk supports three primary web browsers, Mozilla Firefox, Netscape Navigator, and Internet Explorer. Feel free to use any or all of them! “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 33 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com As evidenced in Factor 3 of this proposal, Key Personnel Resumes, TNI will provide skilled and competent staff to support the ISB/OPM contract. All employees assigned will possess the necessary certifications and work experience to provide quality services to ISB/OPM. TNI will certify the experience and resumes of each person assigned to this project. TNI’s training coordinator will work with and develop a monthly Training Plan, and course objectives for review by the ISB/OPM COTR. At a minimum all developed course will have: Highly qualified trainers in the presented course Easy to see and follow slides Course material hand-outs Course Evaluation sheets for all attendees End of the course Certificates Follow-on support where needed TNI will provide to ISB course attendance sheets, monthly course training calendars, for review and acceptance, specialized training when needed, provide evaluation sheets for review and comments for improvements and results of class progress. Computer Operations TNI having supported DHS’s Custom and Border Protection’s Computer Center Operation for over 9 years feel highly qualified to perform the duties required by ISB/OPM. TNI views ISB major functions Computer Center are: Connectivity between the various Region 2 facilities, including the National Office (NO), Technical Centers, Regional Offices, and Field Offices Access to the Internet and Intranet resources for ISB/OPM employees Connectivity between the Region 2, National Office and Region 2 users Access to ISB/OPM information data and email resources for telecommuting and traveling employees Backup and restoration of data Access to ISB resources and services for general public through the Internet; Email services for Region 2 ISB/OPM employees BlackBerry services for Region 2 executives “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 34 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Electronic file storage and backup services File and Printing services Access to ISB’s Major Applications (MA’s), such as the Integrated Management Information System (IMIS), ISB Web Services (Internet, Intranet, Extranet) 3. Services to be provided under this ISB/OPM support include: Network operations and maintenance services in Region 2 Network operations and maintenance of the data center 2nd tiered user support and problem resolution Network Security Operations – tools, policies and other security-related documentation, patch management, firewalls, antivirus, intrusion detection systems, incident response, responses to identified vulnerabilities, and internal security audits and investigative audits Support and deployment of Region 2 initiatives Network Enhancements and Improvements Network Planning and Design, including research on various COTS tools, new technologies, and the development of white papers evaluating these technologies supporting the cost benefits, power management and impact on efficiencies Program/Project management Service Level Agreement/Memorandum of Understanding Compliance and Reporting Configuration Management System and User documentation, including documents required by the EPA System Development Life Cycle Methodology Support of Contingency and Disaster Recovery Planning and Operations (planning, documentation, testing, and operations in case of a disaster), Pandemic Flu, emergency preparedness, and COOP Then TNI will provide the qualified personnel necessary for the efficient, effective, and secure administration and control of the work involved in providing the services necessary to operate, maintain, and enhance and secure the Computer Center. TNI will make sure that all personnel are trained in their specific area of operations and continue to receive training at least annually to ensure all staff is current with technology and tools implemented by EPA ISB/OPM. The technical performance of computer center operations support will be controlled by clearly defined operations personnel job descriptions, detailed written procedures, and realistic standards “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 35 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com for performance. TNI computer operators will provide comprehensive technical supervision of the ISB Computer Center and the contents contained therein. TNI understands that computer operations and support functions must be fully staffed in depth; therefore, employee crosstraining will be utilized. Under the direct cognizance of the ISB Computer Center Support supervisor, TNI personnel will be responsible for the operation of the designated computer system, and that the monitoring of and status of the network and server systems, including all ancillary and peripheral equipment, maintenance of the systems, inventory control, and receipt, control, and distribution of input/output materials. Each computer center support area will be manned by a highly qualified TNI senior computer operator. He will ensure that all backup work is properly performed on his assigned shift, including operator maintenance, supply, replenishment, and general area cleanliness. He will carefully monitor console operation to ensure maximum utilization and that priorities and schedule are processed in a timely manner. Experienced computer operators will be assigned to the system backup, utilizing the EPA ISB systems provided tools. Operations personnel will prepare Computer Incident Reports (CIRs) for system failures and the ISB will be notified of each event. System phase down, restarts, and other critical system operations will be carefully monitored by the operator to ensure minimum down time, maximum recoverability of the system, including job queue, print files, cataloged files, and system status. Malfunctioning equipment will be reported to the appropriate equipment vendor for prompt return to service. TNI proposes to operate the EPA ISB/OPM Computer Center as a closed-shop environment, with access granted only to those individuals authorized by the COTR. We will provide continuous support for the Region 2 LAN Network, Monday through Friday, excluding Federal holidays. Local Area Network (LAN) Support Continuity of services is mission-critical. It is of extreme importance due to the physical area the network covers and the data that is maintained on the network. The TNI Team will treat this requirement of system accessibility as its top priority. TNI has extensive experience in “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 36 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com maintaining expansive WAN/LAN systems; our team has strong, documented experience in designing, managing and supporting networks that include over 1,500 WAN nodes and over 8,000 network switches designed to support field locations CONUS as well as OCONUS. We have successfully migrated and updated more than 300 servers, over 10,000 workstations and laptops, and over 10,000 user objects were migrated, updated and supported. TNI will provide monitoring/troubleshooting of WAN/LAN architectures, and develop/recommend approaches for design; deployment, management and maintenance on the network. We shall coordinate with headquarters and regional offices to implement failover plans for periods of scheduled and unscheduled network maintenance. Another function of our preventative maintenance system will be to have the Network Engineers open a network service requests to have the network tunnel analyzed for possible issues within the network and equipment to pinpoint potential malfunctions. Upon completion of monitoring and testing, recommendations will be made to the COTR in support of proposed changes and modifications to the systems. We shall effectively manage and maintain all ISB/OPM systems to ensure all performance requirements are met and exceeded by taking a basic approach of preventative maintenance. By proactively troubleshooting and monitoring the network infrastructure before problems arise, this will ensure all systems are performing at optimum levels of performance. Our team has strong experience in the installation of central communications and data management systems to accommodate rapid expansion. We have developed and implemented successful Disaster Recovery programs to maintain 99.9% up time and live replication between primary and secondary (hot-sites) backup site. As described in our past performance data, our team has extensive experience in data restoration – from simple restores that occur when users accidentally delete a recent file to difficult restores which entail files on decommissioned servers, legacy restores where a file is stored on an old media format, server volume data restores, Exchange partial and full restores, and Server/SAN restores. We shall also identify network optimization opportunities and assist in the prioritization of additional network initiatives which includes maintaining VPNs and mission-critical high-speed networks. These recommendations will be presented to the COTR in the form of white papers, as defined in the SOW. TNI will provide network operations support services all for software installation and upgrades; “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 37 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com data backup; monitoring system logs; hardware installation and upgrades; performance and capacity planning; updating mirror servers; print services; maintenance of workstations and servers, security, and data storage and applications on the ISB environment; operating system support. Any new operating system software and evolving technologies will be evaluated for cost benefit, power savings, and impact on efficiencies. The TNI shall abide by change management policies for all systems. Voice Telecommunications and Mobile Devices ISB/OPM appears to have several network management and analysis tools that all effectively assess all or various components of the network management infrastructure. To properly understand ISB/OPM network, TNI will need to perform a preliminary site-walk of ISB/OPM central network hub and review all network schematics and documentations to evaluate ISB/OPM’s voice and data thresholds and reporting parameters. The site-walk will need to be performed with the Task Manager, Government PM, and the incumbent’s Lead Network Engineer. After the assessment is completed, TNI will provide ISB/OPM with it findings and any recommendations for change and/or improvement. With the approval of ISB/OPM, TNI will implement its recommendations. TNI shall proactively monitor all ISB/OPM voice and data networks traffic and the health (stability) of the equipment. We will assess and provide analysis and document the entire network infrastructure; provide guidance, support, and documentation to effectively monitoring and analyze voice and data network traffic and equipment to include: ATM and T1 Links with Cisco products and related problems, traffic routing; setting and monitoring alarms thresholds; and document network changes and make recommendation for improvements. TNI will proactively monitor all ISB/OPM voice and data networks traffic and the health (stability) of your (their) equipment, we will assess and provide analysis and document the entire network infrastructure. TNI will evaluate ISB/OPM’s voice and data current thresholds and reporting parameters. After the assessment is completed, TNI will provide ISB/OPM with the results and planned course of action. With the approval of ISB/OPM, TNI will implement the new engineering design and options. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 38 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com TNI will troubleshoot and monitor all core/remote routers and servers. TNIs’ objective is correct issues before they occur. TNI will troubleshoot and monitor all Mobile Devices, to include Blackberry and cell phones. TNIs’ objective is also to perform when required: Installation Configuring Distributing Updating hard and software Replacing Sim Cards Resolving conflicts with EPA Lotus Notes and email services Troubleshoot and correct issues before they occur. TNI will handle these issues until the problem is resolved. Internet/Intranet Development Support TNI will provide required customer/public relations support to meet task orders requirements, including, but not limited to the following tasks: a) Provide planning and support to outreach activities related to contact center services, including design and distribution of information and materials. Participate in conferences, b) Participate in DOL agency-wide information sessions and inform ISB/OPM staff about contact center services. c) Provide targeted customized presentations on specific knowledge areas of contact center operations and project management. TNI will share relevant inquiry data and trends with ISB/OPM web support teams to ensure that information provided at the agency websites and the contact center is consistent, accurate, current, and meets the needs of agency customers. As directed by COTR and agency “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 39 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com stakeholders contractor will create look-up tables linked to EPA agency website content, which will be monitored and maintained. TNI will continuously monitor inquiry trends and update, revise, and otherwise maintain currency and accuracy of the knowledge to enhance the response process. TNI will develop systematic approaches to finding, understanding, and using relevant knowledge to achieve task objectives, including, but not limited to, interacting with EPA agencies, reviewing newspapers, the Internet, publications, and other information resources. TNI will develop a formal process for knowledge change management, including a schedule of updates/changes, content approval process, and communication of changes to EPA ISB/OPM. TNI will obtain validation of the accuracy of the knowledge management system from the Department prior to activating the information TNI will provide services, including, but not limited to: a) Collect, organize, select, record, verify, update, and present relevant information in the knowledge management system on an ongoing basis. b) Develop a procedure to ensure agency concurrence on all updates and information dissemination from the system. The system will retain a history of agency contacts, including agency name and address, contact name, address, phone number, fax number, e-mail address, agency website URL(s), and dates of previous contacts and nature of communications. c) Organize information into suitable means for easy access by all contact center employees and EPA employees. d) Assure knowledgebase is available via the web to provide Tier 1 service to customers seeking information independent of assistance. e) Conduct research of agency-approved sources of information and develop appropriate responses to customer inquiries for approval by ISB. In addition, TNI will develop probing questions and tips that relate to content. f) Collect, organize, and prepare information and answers to frequently asked questions for dissemination using automated systems, such as interactive voice response (IVR), information search and retrieval systems, and web-based systems. g) Ensure that, where applicable, additions, changes, or deletions of materials from the knowledge database are carried over to corresponding training and support materials. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 40 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com h) Analysis and ongoing support of the various applications for script design and optimization, call-flow analyses, service request processing and coordination, and script management. Programming Support Installations, Moves, Adds, Changes (IMAC) TNI shall provide and manage service for priority diagnostics, dispatching technicians, escalations, and interfacing with other services providers (when needed) for all IMAC requests and resolutions. Definitions: Installation – Setup and configuration of EPA ISB/OPM equipment. Move – Deployment of EPA ISB/OPM equipment to a different physical location Add – The modification to EPA ISB/OPM equipment that involves the addition of hardware or software components Change – The modification of hardware or software configuration of EPA ISB/OPM equipment without changing the component. Service Description: Install, Move, Add, and Change service involve the move of EPA ISB/OPM client equipment within or across facilities and range from Standard IMACs (moving a workstation from one location to another within the same facility) to Projects IMACs (i.e., Ten IMAC events relative to an employee/group or billable shipping charges to relocate SEAT equipment or network devices from one facility to another facility). IMACs shall allow reconfiguration of hardware and software to meet daily business needs and requirements. There shall be two types of IMACs, software IMACS and physical IMACs. Software IMACs Software IMACs shall be administered by qualified IT personnel either through dispatch or assignment to other IT entity. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 41 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Request shall meet the approved EPA ISB/OPM software list. Non-approved requests will be directed back to the appropriate DOL officials for requirements collection and approval. Shall be included and maintained in a software library to ensure sufficient license exists to support the software request prior to installation and support asset tracking of license and usage. Physical IMACs Dedicated on-site qualified IT personnel will be utilized to perform standard IMAC requests. Request shall meet the approved EPA ISB/OPM Hardware List. Non-approved requests will be directed back to the appropriate DOL officials for requirements collection and approval. The Contractor will propose a solution to receive IMAC requests, obtain approval from authorized EPA ISB/OPM personnel, and execute. A proposed schedule and cost proposal shall be submitted to the COTR for complex IMAC requests within 48 hours of the request. Complex IMAC requests shall be identified as Project IMACs. Project IMAC will consist of: Data Migration service request on desktop clients. System Re-imaging service on all deployed and re-deployed EPA ISB/OPM clients. Asset Management Upon completion of the IMAC service TNI shall update the Asset Management database by updating the data in the asset-tracking tool directly or electronically. Asset updates shall include the user (first and last name, email address, contract information); physical location change (site, room, and cubicle); entitlements; and configuration updates. Self Help Customer Self-Help Service Desk Express Suite includes a customer ‘support portal’, giving EPA ISB/OPM end-users visibility into their specific support requests. The support portal “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 42 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com provides a secure, web-based interface to allow customers to generate their own service requests, maintain their customer profile, and check on the status of any previously submitted service request. End-users will also be able to access the EPA ISB/OPM -specific knowledgebase via the support portal. This self-help site will be customized to match the ‘look and feel’ of EPA ISB/OPM’s existing intranet. Quality Assurance Plan Total Networks Inc. firmly believe in Total Quality Management (TQM). Implementing the TQM philosophy remains an on-going priority throughout the life of a contract. It is achieved through total employee involvement from support personnel to top management. Total Networks, Inc. (TNI) is dedicated to providing ISB/OPM with high-quality, cost-effective services. We will provide a well-defined quality control program operations, utilizing standards and procedures designed to ensure quality. TNI will provide ISB/OPM with cost-effective quality by ensuring that potential problems are identified and corrected as early as possible. Our pro-active approach to quality control is designed to reduce costs by anticipating potential problem areas as early as possible and initiating the procedures necessary to prevent these problems from occurring. Therefore, even though we are presenting this QA plan this plan will be constantly evolving to adapt to the changes in the Help Desk work environment and it will be updated and revised as necessary. We believe the successful Quality Assurance Plan stems from systematic planning and tailoring to specific project goals at the initiation of a project. We will work with ISB/OPM to ensure the quality of our services and will fully complement ISB/OPM's Quality Assurance Program. o Responsiveness to Customers: We listen and react to our customer’s requests and make every effort to anticipate their needs as we meet agreement upon schedules and deliver what we promise. o Innovation: We encourage our technical staff to be innovative and develop new ideas and concepts to better meet the customer’s needs. Our vendor independence allows us to explore, monitor, and evaluate new hardware and software technologies in order to select the best solutions to our customer’s problems. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 43 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Customer Satisfaction: Our final measurement of success is your satisfaction. We believe our job is not finished until the customer is completely satisfied with our services and/or products. A member of the Corporate management staff directly manages each program, regardless of size, to achieve complete customer satisfaction. We make a special effort to keep the lines of communication open between our customers and our employees. TNI’s management and staff take special pride not only in the high level of technical skill and expertise that we bring to each project but also in our responsiveness and sensitivity to customer’s needs. QUALITY MANAGEMENT TNI has a strong commitment to quality assurance that has guided our operation since our inception and will continue to guide our operation in the future. We define quality assurance as "providing products and services that guarantee 100% satisfaction of our customers' explicit and implicit requirements." We believe that achievement of quality performance on each of our contracts requires establishment and implementation of a quality management system that is tailored to our customers' requirements, work environment, and regulatory and legal mandates, and that provides the necessary management involvement and controls to ensure consistent delivery of outstanding products and services. Because each customer defines requirements for its own services, our approach is always customer (and, by implication, project) dependent and flexible to blend with customer culture and objectives. Based on our past experiences with successful implementations of quality management systems we have observed firsthand the benefits that accrue at all levels of the organization. Management benefits from valuable insight and information on which to measure performance, draw conclusions, make decisions and take actions to effectively manage contract resources and contract performance. Employees benefit from increased job satisfaction based on: a clear understanding of their roles and responsibilities; improved internal communications; suitable and well-maintained equipment; adequate training to do their job; and committed top management support. Customers benefit from a trained, motivated workforce focused on achieving 100% customer “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 44 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com satisfaction on all contract deliverables. Our commitment to quality is evidenced by our past and on-going efforts of achievement on our existing contracts. This history has given us extensive experience with comprehensive, projectspecific ISO compliant quality management systems. Our Corporate Quality Assurance Manager is Marc Tyler, Sr. Vice President of Operations a non-billable corporate position. He will work directly with the ISB/OPM COTR and PM to consistently identify specific areas requiring improvement and develop procedures for initiating new project policies and procedures to achieve new QA objectives. He will constantly seek new technologies to enhance the Help Desk functions provided to DOL/ITC. TNI understands that all new/revised procedures will be approved by the ISB/OPM COTR prior to initiation. The Project Manager, Mr. Benjamin Ciaramitaro will be responsible for on and off site operations, planning, organizing, directing, and controlling the quality control effort. He will report directly to Mr. Marc Tyler, TNI Vice President. The Project Manager's overall responsibilities and authority with respect to quality control are summarized as follows: o Implementing an inspection policy that will assure management and ISB/OPM, that the services provided meet both ISB/OPM and TNI, standards of quality and are in compliance with DOL, ISB/OPM, CFR, and/or FAR specifications, and contractual requirements. o ISB/OPM's COTR will be acting as the authoritative contact with ISB/OPM representatives on any matter involving quality control within the scope of the contract. o Performing or monitoring the performance of tests to verify their integrity and compliance with applicable specifications. All certifying data will be obtained and maintained by the Project Manager. o Providing contractually required certifications to ISB/OPM. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 45 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com o Maintaining the information and data needed to provide objective evidence of the effectiveness of Total Network’s, Inc., and quality control system. o Ensuring that workmanship standards achieve the desired results. o Taking immediate corrective action to rectify unsatisfactory conditions and to solve reported problems during the course of the contract. TNI’s, Project Manager will periodically review the status, adequacy, and effectiveness of the quality control effort. This review will take place no less than Quarterly, and it will involve examining, all pertinent information with respect to the following basic areas in the following six basic areas: OUR APPROACH TO QUALITY ASSURANCE TNI’s approach to quality assurance includes the implementation of an automated feedback system designed to assure the efficiency and effectiveness of the Help Desk services. To encourage widespread return of the form it will be very short and take only a minute to complete. The form will include four questions regarding the speed, satisfaction level, and completeness of advisory and or Help Desk responses. Random checks by the Project Manager (PM) will be conducted to determine whether QA processes are being followed and areas of concern will be flagged up to the Corporate Manager. QA data will be collected by the PM and corrective action procedures will be immediately introduced to the Help Desk staff and implemented as a part of the standard operations procedures. Bi-weekly staff meetings will be held where all project staff will discuss productivity and ways to increase service levels by introducing new procedures and or technologies in order to steadily improve customer support levels. Recommendations will be made to the Contract Technical Representative (COTR) for the approval and acquisition of new hardware or software packages. 3.2 QUALITY CONTROL FILES “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 46 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Upon contract start up, TNI shall begin maintain on file all TNI inspections or tests, including a statement of any corrective actions taken. This file shall be subject to ISB/OPM review at the Contracting Officer discretion during the period of contract performance. The file shall be the property of the ISB/OPM and will be turned over to ISB/OPM upon completion of the contract. QUALITY PLANNING The Project Manager will conduct an extensive review of the contract quality control requirements and associated technical documentation to identify the special controls, processes, test equipment, and skills that are not currently covered by the instructions or procedures of the program. He will ensure that new inspection techniques and work instructions, or any special equipment required to fill any deficiencies, are consistent with the contract quality requirements and the program objectives set forth herein. All contract change requests and resulting amendments will be reviewed by the Project Manager to ensure that state-of-the-art quality provisions have been incorporated. When a contract change has been approved, procedures will be reviewed and coordinated, as necessary, to ensure that quality control provisions meet the new requirements. WORK INSTRUCTIONS Work instructions will be prepared whenever necessary to complete or fill in the details of work processes or quality procedures. The Project Manager or the Quality Assurance Manager may prepare Work instructions. All work instructions will be reviewed and approved by management to ensure their technical and operational adequacy, clarity. Work instructions will include the following: o Specific characteristics to be attained and inspections to be performed; o Conditions or factors that affect quality when work is being accomplished (e.g., use of appropriate equipment, required environmental conditions, other prerequisites); o Special controls, processes, and skills needed to attain and verify the required quality level; and “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 47 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com o Specific acceptance criteria for determining whether prescribed activities have been satisfactorily accomplished. Work instructions that are not specifically authorized by the contract or applicable regulations, or other directives, will be controlled by the Project Manager and will not be valid until approved. Records The use of maintenance records and data is essential to the economic and effective operation of the quality control program. All such records will be made available for review by Government representatives, and copies will be furnished to them upon request. The Project Manager will ensure that procedures are implemented for the preparation, preservation, storage, safekeeping, retrieval, and disposition of such quality control records as follows: o Contractual reports; o Inspection and re-inspection reports; o Audit reports; o Material and item failure reports; o Corrective action notices; o Material receiving reports; o Records of inspection and acceptance; o Deviation reports; and o Special analyses addressing processes, trends and other Pertinent quality parameters. Standard TNI formats or forms will be used, except in cases where ISB/OPM formats are dictated by the contract. The Project Manager will ensure that inspection records clearly identify the item, system, or process inspected; date of the inspection; inspector; type of observation; applicable documents; inspection results; and the actions taken there too. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 48 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Work and the Inspection System Plan Adherence to response and resolution times, the use of a friendly voice, and the attention to customer service, with the knowledge that the customer is always first, through total customer support and customer service, will be subjected to a system of strict inspections that is designed to accomplish the following: detect work and standards that may be inconsistent with TNI’s standards of quality or the terms and conditions of the contracts. In order to adequately describe our approach, we have provided a brief overview of our work control system; how work assignments will be made; how inspections will be performed, and how defective work is identified, and corrective action implemented. In addition, an Inspection System Plan has been developed that specifies tasks or specific areas at the contract level that are planned inspection points. The Inspection System Plan is derived from the performance requirements and the scope of work of the contract and specifies the detailed inspection points, the frequencies of inspection, and standards of performance. The reporting of inspection results, required corrective measures, and any remedial actions are outlined in the operating procedures that implement our quality control program. Work Control System Initially, TNI plans to use a communication automated and manual system to document receive, plan and schedule work. Task Order receipts plans and schedules will be developed and refined for approval by TNI, and the COTR/CO, for all services covered under this contract. When the schedules are approved, a card system will be developed and used whereby the COTR communicates the work requirements to the Project Manager. All work requirements will be logged into the work control log maintained by the Project Manager, and the Project Manager based upon the work schedule priority will make work assignments. Work assignments will be made to an individual worker and will be in writing using a ISB/OPM work order form or a standard TNI form. The worker must document, on the work order all work performed, time the work was completed, and any unusual problems encountered or additional work performed. Any in process inspection requirements will be identified on the work order document and the inspector must initial the work order signifying that the inspection was performed. Similarly, other unscheduled work requests will be received by the office of the Project Manager, logged, planned, scheduled, and assigned in accordance with its established priority. All “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 49 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com emergency work will be responded to immediately and the work order documentation will be completed after the emergency is resolved. All other work will be responded to within time frames established for each work category in the contract. During the first contract year, TNI plans to implement an automated work control system that will automatically produce work orders for all preventive maintenance work, as well as, provide an automated documentation system for all work requests received from the Government or generated by TNI. Inspecting Work All work performed by TNI will be subject to quality inspections by the Project Manager, or other designated inspection personnel. The Project Manager will designate the process, system, or work to be inspected and the individual who will perform the inspection. Unless otherwise required by the contract or the Government, sampling techniques will be used to determine inspection frequencies. Critical systems or processes may be subject to 100 percent inspection. All inspections and their results will be documented on an inspection form or on the work order. Discrepancies, problems and corrective actions required will be noted. If rework is required it will be documented on a new work order and will be subject to a 100 percent inspection before the work order can be closed out. The Project Manager will maintain all inspection documentation in the quality control inspection files. All quality documentation will be available for review by the Government upon request. Quality Control Procedures Inspections In addition to the normal work inspection procedures that will be followed by management personnel to ensure that the quality of the workmanship meets our standards as well as those mandated by the contract, scheduled and unscheduled inspections of all contract functions will be performed by the Project Manager. A master inspection schedule will be developed that identifies the date and areas to be inspected. The Project Manager or designated inspector will use inspection checklists, interview forms, or other documentation developed specifically for the task, procedure, or material to be inspected. Sampling will be conducted in accordance with normal industry standards. Inspection results will be completely documented. Any discrepancies that are identified during the inspection will be brought to the attention of the “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 50 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com supervisor for immediate corrective action. When discrepancies are noted, a follow-up inspection will be performed to ensure that appropriate corrective measures were taken and that the corrective measures meet TNI, and the contract quality requirements. A complete historical file of all inspection results will be maintained by the Project Manager, and will be available for review by Government representatives. Weekly and monthly reporting of inspections and other quality control activities to TNI, senior management is a requirement of our program. Reports will be distributed to appropriate functional supervisors and company officers. Corrective Action Corrective action procedures are designed to ensure detection, notification, and correction of conditions that are adverse to quality. These procedures comprise a closed-loop documentation system that ensures the timeliness, completeness, and effectiveness of corrective actions. Corrective action notices may be initiated during the course of the contract by any level of project management. Corrective action notices are required for but are not limited to the following conditions: o In cases of questionable workmanship or when workmanship standards are not observed; o Any occurrence of noncompliance with established procedures, including the handling of government equipment; o When departure from an established work instruction or specification is observed; and o Any action that constitutes a safety hazard or lack of sound judgment pertaining to safety or quality. The person initiating the corrective action notice will complete the specified form; identify the applicable department code, date and addressee; and sign the document. A complete description of the problem and observed violation will be provided, including the specification, procedure, or work standard involved. Any other data needed to pinpoint the applicable documentation will be identified. The notice will be sent to the supervisor for the operation. The individual who initiates the corrective action will establish and indicate on the form the appropriate change in procedure, standard, or instruction. Work in progress will be completed to the satisfaction of the Project Manager. If materials, equipment, or labor deficiencies preclude “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 51 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com the satisfactory completion of work, the work order will be terminated and processed for rescheduling. The Project Manager will maintain a log of all corrective action notices, which documents all pertinent information associated with the notice, including follow-up inspections. The log will be used as a means of managing the corrective action procedure. New documentation, in the form of procedural changes or work standards that may result from the corrective action notice will be reviewed and approved by the Project Manager, and the date of approval and other information will be entered in the log. The log will be made available to Government representatives upon request. Drawing, Documentation and Changes All work, drawings and documentation prepared by TNI, under this contract are considered Government property and may be provided to persons or agencies specified in the contract. The Contracting Officer must approve requests from other sources. The Project Manager will serve as the Technical Documentation Manager and will control copies of documentation through the use of a master index. The Project Manager will be the primary point of receipt for all incoming, specifications, or changes to existing documents and will ensure they are current and complete throughout the term of the contract. FACTOR 2 CORPORATE EXPERIENCE TNI is currently assisting the Department of Homeland Security (DHS) with two major projects. DHS OneNet - engineering and operations support consolidating all of the agencies individual networks (Customs and Border Protection (CBP), Federal Emergency Management Agency (FEMA) , Immigration and Customs Enforcement (ICE), Transportation Security Administration (TSA), U.S. Citizenship and Immigration Services, U.S. Coast Guard, U.S. Secret Service, and Office of Inspector General) into one DHS Wide Area Network (WAN). DHS Data center migration for Customs and Border Protection - The DHS data center migration objective is to consolidate the numerous disparate computing facilities that currently supports all DHS components (Customs and Border Protection, Federal Emergency Management Agency, Immigration and Customs Enforcement, Transportation Security Administration, U.S. Citizenship and Immigration Services, U.S. Coast Guard, U.S. Secret Service, and Office of Inspector General). The strategic vision by DHS is to reduce the number of data centers to two “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 52 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com secure data centers in two undisclosed geographic locations to enhance the department’s disaster recovery readiness. TNI also provides network software support and tools for troubleshooting the network services provided by TNI to ensure that the network traffic passes with the highest security standards, fast and error-free. While working on this project, TNI identified network optimization opportunities and assisted in the prioritization of additional network initiatives including VPNs and mission critical high-speed networks. These efforts gave way to an optimized network infrastructure for DHS and minimized downtime for mission critical systems and applications. TNI has the corporate capability and experience to address a broad range of top secret or standard enterprise networking requirements, such as multi-vendor integration, network engineering, system and network management, security management, help desk services and enterprise network maintenance services. Our experience lends itself to the latest networking technologies and vendor products. We have performed successfully on several large-scale projects and deployments including: Help Desk Support & Services Trouble ticket support via call center Websites and/or Email-support Software Support User Training Support Incident Tracking & Reporting and User Activity Reports Network Consulting and Support Strategic LAN/WAN Analysis Planning & Design Implementation Planning of Mainframe Network Solutions Network Problem Isolation Network Integration Infrastructure design and implementation encompassing multiple vendor technology Network Designs and Network Implementation Solutions “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 53 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Network Management and Operations Network Operation Center Design Network Control Center Help-desk Support Network Management Planning Vendor Dispatch Network Maintenance Services Network Equipment Installation Network Cabling Network Maintenance Support for Multiple Vendor Environments with Installations Facilities Management & Support Services Computer Facilities Management & Operation System Security & Audit Feasibility Studies & Cost Benefit Analysis Systems Requirements Analysis & Design System Development & Implementation Disaster Recovery (DR) Support Implementation & Execution of DR Plans Audit & Maintenance of DR Plans Creation of DR Test Plans & Their Execution Leading the Testing Effort/Work during a Test Recovery Coordination Meeting Post Mortem Reviews Training Support Personnel on DR Activities Blackberry & Laptop Ordering Orders Laptops, Blackberry & Data Cards in support of Engineering Team Provide Written Instructions to all team members on setup and usage of the equipment Create inventory for all Laptops and Blackberries Solicits vendor bids for fair opportunity and best value for the Customer “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 54 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com TNI takes great pride in educating our clients on the effective use of technology and tools that support and enhance their requirements. TNI provides technology services that allow them to succeed in meeting their mission and grow without undue burden and cost of some weighted technology solutions. EXCELLENT UNDERSTANDING OF REQUIREMENTS & ENVIRONMENT Total Networks Inc. (TNI) is the right-size partner to provide the Environmental Protection Agency (EPA) with strong leadership, solid information technology and telecommunication support services, and Corporate Depth to rapidly respond to organizational change with the goal of achieving maximum network reliability, scalability and availability. TNI has an excellent understanding of the Environmental Protection Agency (EPA) Information Systems Branch (ISB) requirements and the existing engineering environment. We understand EPA’s mission requirements and challenges, the environment in which operations must take place, and the deep technical expertise and knowledge required to provide solutions that leverage the continuously evolving network and the latest emerging technologies. EPA, Information Systems Branch, Office of Policy and Management’s responsible for all enterprise computing within Region 2, and to make sure that it’s client suffer little or no down time. TNI will establish a strong collaborative relationship with ISB government leads in order to ensure that the mission of EPA is understood, followed, and aligned to the goals and objectives of ISB and OPM. TNI will support the following core services to meet the ISB Statement of Objectives: 1) Information Center/Help Desk/Desktop Support/User Training 2) Computer Center Operation Support 3) Local Area Network (LAN) Support 4) Voice Telecommunications Support 5) Mobile Devices 6) Audio Visual (A/V) and Video Teleconferencing (VTC) Support “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 55 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com 7) Internet/Intranet Development Support 8) Programming Support (with no exception to the requirements) with no exception to the requirements. Specifically, TNI will support EPA implementation of Executive Orders, Federal legislation and regulations that impact OPM and ISB program offices’ and other EPA components mission critical systems. To meet the Statement of Objectives, TNI has assembled a solid group of IT professionals who will be onsite and have first-hand knowledge of the ISB networking environment. TNI brings experience with program management and the ability to foresee and adapt to the rapidly changing environment that EPA faces on a daily basis, including but not limited to: natural disasters, and challenges guarding the nation's water ways. In light of these challenges, TNI understands the need to quickly adapt to customer needs and expectations and is committed to ensuring that technical engineering solutions for ISB, OPM and EPA are highly-structured, disciplined, and includes a process-driven management approach. In summary, TNI is the solution. Our team has the qualifications and expertise to address challenges that arise in the dynamic EPA environment and is committed to ensuring that all stakeholders are included in determining the best solutions for meeting the customers’ information technology needs. We bring a disciplined management approach and offer process driven engineering solutions using proven IT models that will help to reduce costs, improve performance and satisfy stakeholders mission critical requirements. TNI is ready to work with the Environmental Protection Agency, and hopes to be the awarded vendor to provide excellent resources and exceed the requirements as defined by this solicitation. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 56 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com PROJECT AND KEY PERSONNEL “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” Page 57 BENJAMIN P. CIARAMITARO PROJECT MANAGER MBA & PMP with 9 years experience in project management & PMO support for commercial and federal organizations. Proven ability to manage and track project plans, compiling reports on project status, budgets, and other project management related artifacts in a PMO, quality control, maintain risk logs, deliver project status reports, create power point presentations Strong background in development and management of project charter, project plans, budget planning, deliverable development and project handling combined with excellent analytical and communication skills. Experienced in global strategic thinking, stakeholder & relationship management. Experience Summary Nine years of experience including with DOD (2002-2007 US Air Force) and commercial organizations. Project Management & Process Development: Over 8 years of project management experience including coordinating resources among projects, establishing priorities & deadlines, budget management, strategic planning and business management. PMP Certified through PMI and ITIL V.3 Foundation credential. Project Management: Generate and monitor program budgets and forecasts. Implement Earned Value Management (EVM) processes. Broad knowledge in risk management and project scheduling. Develop professional proposals and bid responses. Professional Experience Delta Resources Inc, Contractor Project Manager Washington, DC July-Dec: 10 Managed web based IT requirements process for $9M Defense Disability Evaluation global application, 10 Stakeholders’ scope consolidated into requirements & needs for medical and clinical data reporting across the globe. Develop schedules, timelines and budgets for comprehensive IT portfolio of projects for senior manager. Managed Cyber Security Risk Planning & Management for multiple $3Million projects. Take lead for project managers in integrating solutions into organization. Create: request for proposals, bid packages, competitive bids, statements of work and contract development. Coordinated Web Base application testing with web developers, reviewed & create contract deliverables.. “Use or disclosure of the data contained on this page is subject to the restrictions contained o n the title page”. Utilized input from Medical Doctors, and health care practitioners to further develop enterprise wide process implementation for over 3000 users per day. Interface daily with application development team of 7: technical issues, corrective actions, requirements & deliverables. Booz Allen Hamilton, Project Manager Washington, DC Aug – May 09: Applied continual service improvement process to data mining results & conducted analysis of 3500 contract actions worth $2B for fiscal year. Processed data for project sponsor evaluation of spend trends to verify in line with business objectives. Conduct technology risk management planning, and risk response planning of 45 risk issues for financial & technical projects for specified vendor technology-analyzed the results for business. Manage client relationship with Director level government client; management responsibilities for team members, stakeholders and deliverable quality. Mentored direct reports for career growth, training and development. Develop & revise service based contract, statements of work for Defense Health Information Systems programs to account for escalation rates, additional fulltime equivalent resources (FTEs) to satisfy additional requirements. Managed 13 member team’s service contract with client, track bill rates/burn rate and adjust resources accordingly. Wrote a $6M cost proposal and developed a work breakdown structure (WBS) for an anti radiation medication production. Westinghouse Nuclear Services, Senior Project Manager Oct 08- Aug 09: Pittsburgh, PA Managed 12-stakeholder project consisting of 50+ engineers to create a $2.4M competitive bid proposal for Nuclear plant construction project—coordinate among 6 locations across 3 countries. Created extensive risk plan and transition plan for adoption of data repository tool for 34 functional units. Created concise 90 page statement of work for acquisition, compiled 21 engineering functional groups’ project work effort descriptions into single document—gained formal sign off/approval using enterprise IT workflow solutions. Managed implementation of data reporting tool across 34 functional stakeholders. Corrective action quality officer- Investigated 4 project deviations from quality plan, implemented corrective action plan. “Use or disclosure of the data contained on this page is subject to the restrictions contained o n the title page”. Tracked up to 200 schedule activities and coordinated with the project controls team daily to update project schedule for 1, 2 & 4 week ahead. Decreased negative float by 15% published new schedule via project communication plan. Managed change control process for contract: 14 New contract modifications of additional work scope— $3.5M Coordinated among 3 international groups to devise bid/no bid decision and follow on budgetary estimate for Koeberg South African power plant request to upgrade power plant capacity by 3%. Applied configuration management plan to project deliverables and report to configuration board on impact of changes. Applied Earned Value Management to monthly scorecard tracking programs and formulated corrective project actions. Mentored and assigned tasks to 3 junior team members as well as provide feedback and professional development plan. Fulltime MBA student Boston College Boston, MA Jan 2007-May 2008: U.S. Air Force Officer: Project Manager Boston, MA Aug 02 – Feb 07 : Education with Industry Rotation Program at Sun MicroSystems Selected from 400 officers to be assigned as project officer with defense industry corporation for 8 months. Compiled sales forecasting data from 25 sales managers across the 18 global regions$355M in forecasts. Reorganized sales pipeline reporting system and provided concise analytical data to Sun Microsystems’s president. Implemented process improvement—Adapted ERM software to automate sales reporting—50% time savings. Utilized 3rd party consultant firm Accenture as contractor to evaluate market readiness for 15 products in pipeline. Global Combat Support Systems Project Manager Map & document project requirements to develop business plan and road maps for acquisition plan & implementation strategy; required coordination among 4-7 different outside government organization to establish solid scope for project. Interface with Akamai technical team, engineers/project managers in IT service provider contract: contract mods, revise statements of work and monitor contract spending. Develop Air Force portal new member metric tracking and integration of other shared services into the portal. “Use or disclosure of the data contained on this page is subject to the restrictions contained o n the title page”. Manager external & internal customers’ process for migration, develop schedule and monitor risk. Presided over four formal financial reviews with 15+ persons; justified program budget— prevented 30% budget cut. Aircraft Development Project Management Office (PMO) Execution Team Directed all aspects of $2B risk management plan (Risk Plan) in accordance with military regulations, accounted for $20M in cost savings to government. Included program risk identification, mitigation planning and allocation of cost. Initiated restructure analysis after 40% congressional budget cut, led team of 14 to review technical requirements. Managed procurement project with 11-person source selection team and 5 separate organizational stakeholders—three proposal evaluations—completion in 45 days, 25% ahead of schedule. Partnered with program managers/ all senior leaders to ensure successful execution of DOD project management policy. Led multiple teams in fast paced dynamic environment to achieve cost schedule and technical performance execution of $60M aircraft subsystem contract for new air craft development. Coordinated efforts of 5 geographically separate teams, two teams of engineers. Establish shared vision. Battle Control Systems Project Officer Oversaw source selection of $30M critical post 9/11 weapon systems award in accordance with project mgt policy Achieved 20% cost saving and 15% of schedule for construction of temporary “war room” operations center as part of a major system acquisition. Followed FAR, DFAR, FMR regulations, prepared documents for Milestone Decision Authority (MDA), Milestone B. Coordinated quarterly program management reviews with Raytheon to track program progress. Saved $4M in contract effort after implementing strategy from quantitative analysis of remote Alaskan radar sites. Negotiated $700K contract for training facility; cut $200k from proposal, while acquiring additional effort from Raytheon. Daily interaction with executive management & cross-functional teams to keep cost, schedule & performance on target. Maintained configuration management plans and updated with inputs when needed. “Use or disclosure of the data contained on this page is subject to the restrictions contained o n the title page”. Education Strategic Mgt MBA BA Chemistry BS Packaging Science Fordham University- Currently Pursuing Boston College, May 2008 Michigan State University, May 2002 Michigan State University, May 2002 PMP Certified ITIL Foundation Project Management Institute, May 2009 May 2010 Project Management Training Training Training • IT project management • Earned Value Management Booz Allen Internal Training Westinghouse Internal • Excel, Visio, MS Project, Access Westinghouse Internal • Project Scheduling Westinghouse Internal • Project Quality Management Boston Training University Corp Education • Program Management Teaming • Cost Estimating Program Management Institute Defense Acquisition University Hobbies & Interests: Running, Skiing, Rock Climbing, Outdoor Hiking/Camping, Triathlons, Academics, Investing, Travel (Europe, Central America, Africa), Politics, Civic Volunteering. “Use or disclosure of the data contained on this page is subject to the restrictions contained o n the title page”. JOHN P. NUNEZ AUDIO VISUAL SUPPORT QUALIFICATIONS SUMMARY Audio Visual leader with extensive industry experience and an expertise in reducing expenditures, increasing group performance, and AV reformation operations. Skillful at managing all aspects of AV projects and delivering solutions on time and on budget, as demonstrated by successfully managing $5+ million Audio Visual integration projects. Skilled communicator with ability to translate business needs to technical groups. Capacity in creating, and leading teams to expand support that meet customer needs. Key areas of expertise include: • • • Project Management • AV Engineering • System Design/Integration System Disaster Recovery • Production Management • AV Training Proficiency Vendor Management • Business Stability • Executive Support PROFESSIONAL EXPERIENCE COACH INC ., Audio Visual Manager / Audio Visual Analyst September 2010 -Present Manage and engineer the Tandberg Management Suite project which has completely eliminated the use of third party bridging companies, a required cost effective solution, as well as obtaining full control of our audiovisual systems globally. Implemented and trained admins on a new TMS videoconference scheduling system that has launched globally. - Coordinated multi-country teams for a smooth simultaneous transition over the new audiovisual management programs. Restructured all of the back end AV equipment which has aided in the increment of videoconference use as well as financial savings of $10+ thousand a month on outsourcing costs. Manage the extensive expansion of daily support for Audio Visual activities which consist of initiating, testing, and monitoring all meetings throughout the company. Design the upgrades of existing audiovisual equipment for the NYC headquarters. Project managed the integration of numerous videoconference boardrooms. Successfully bid, negotiated, and project managed the new executive room for the Jacksonville office. Created new procedures for AV equipment use as well as the new TMS scheduler instructions. Train local and international IT personnel on AV equipment use in addition to basic videoconference setups and troubleshooting. Incremented corporate use of videoconferencing by 350% since the global system enhancements. Coordinated and produced the IS Town Hall meeting in addition to all external company events. Engineering the incorporation of a Content Server to support VP executive live interviews. DEWEY & LEBOEUF LLP Audio Visual Engineer / Production Support Manager August 2008 -September 2010 Responsible for the day to day support of Audio Visual activities which consist of managing, testing, and monitoring all meetings throughout the finn. Designed, installed, upgraded, and managed new AV equipment for the finn's global needs. JOHN P. NUNEZ AUDIO VISUAL SUPPORT PROFESSIONAL EXPERIENCE (Continued) - - Engineered and configured all of the back end videoconference equipment (Tandberg TMS, Gatekeepers, Border Controllers, Content Servers, Gateways and Codian Bridges) to amplify reliability within the firm's network. Managed Audio Visual improvement oflocal and international offices while maintaining customer satisfaction in mind to apply a positive experience for clients and C level executives. Implemented departmental documentation and new procedures to increase excellence and conformity in customer service. Successfully coordinated, produced, and managed all Audio Visual requirements for global partner's retreats as well as external firm events. Managed in conjunction with various departments to guarantee quality of service as well as outstanding executive support. Managed and directed vendors with specific RFP, contracts and service agreements for new installations in addition to used AV equipment. Successfully managed AV system improvements in Washington DC, Silicon Valley, Warsaw and London offices, which assisted the firm with the ability to engage in HD and Telepresence videoconferencing 'a~s well as local production. REAL TIME SERVICES INC Service Department Supervisor / Audio Visual Field Engineer July 2007 -August 2008 Managed daily operations ofthe Service Department. Managed broad maintenance contracts for large firms. Launched a new scheduling system for ease of use coordination and appointment consolidation. Formulated corporate service documentation consisting of manufacturer's service manuals and on-site teclmical solutions. Diagnosed and executed failed high end audiovisual equipment. Led the transition of several system relocations for major customers. Assisted as Project Manager for the Integration department on numerous job sites. Coordinated simultaneous production events for clients' retreats. Provided on site client training and remote support for new systems. Integration Department Supervisor / Lead Sr. System Integrator February 2005 -July 2007 Managed field integration projects and staff (teclmicians, electricians, and engineers) from the development stage to client sign off. Responsible for outlining job duties and verification ofthe blue prints to the design and implementation of the systems. Expanded business by promoting system training and providing latest AV technology information to the clients and contractors. Managed and integrated the company's largest project ($4.2+ million) for the Hearst Corporation. Responsible for the onsite design, wiring, and programming for the duration of the integration task. Programmed audio and video levels for new systems to optimum peak performance. Administered all vendor contracts through various stages of the project. Trained teclmicians and contractors on programming, wiring, and general system functionality. JOHN P. NUNEZ AUDIO VISUAL SUPPORT PROFESSIONAL EXPERIENCE (Continued) INNOVATIVE CONTINENTAL EQUIPMENT LLC IT/ Multimedia Supervisor March 2003 -February 2005 Oversaw day to day IT/AV operations and 3 staff members supporting daily system operations. Project managed, Designed and developed the implementation of corporate webpages, international inventory systems, and complete local network. Implemented and managed new security systems for the NY office and NJ headquarters. Designed the videoconference system for SEIM, the main exporting partner in Italy. Led ongoing configuration updates and monitoring of all systems. Hired and developed teams for the various phases of migrating projects. Managed daily assignments for all telecommunication activities. PROFESSIONAL CERTIFICATIONS InfoComm Certified Technology Specialist Tandberg Certified Technical Associate Clear One Certified Product Specialist, Certified Technical Specialist Polycom Certified Videoconferencing Engineer AMX Certifications Extron Certifications Crestron Certifications HDMI Licensing HDMI For CE Installers Microsoft Certified Desktop Support Technician, Certified Office Specialist REFERENCES Pedro De Camillo Jr, Global IT Support Manager -Dewey & LeBoeuf LLP -(917) 535-9 191 Loretta De Jesus, Audio Visual Supervisor -Dewey & LeBoeuf LLP -(917) 771-3653 Pamela Kelly, Service Manager -RealTimeServicesInc-(5I6)315-4136 John Chong, Field Engineering Manager -Real Time Services Inc -(516) 250-9835 Anthony Olavarria, Sr. Audio Visual Engineer -Guardian Life -(347) 4I3-4139 Bobby Suriyathep Programmer Summary: More than 10 years database, application and web development experience. Strong background in database development with an affinity for excellence in my work. Experience: National Association on Drug Abuse Problems, Inc. Aug 2004 - Present Senior MS-SQL Modified NADAP’s existing MS-SQL databases for ease of manipulation (proper naming conventions, normalization) and maximum flexibility Performance tuned tables, T-SQL and embedded SQL code in web templates, database backup and overseeing any new database changes for approval Created a job bank module that parses Indeed.com, SnagaJob.com, SocialService.com and Craigslist.com into one keyword variable search result for NADAP’s clients using PHP and MS-SQL 2005 Programmed accounting reports in ColdFusion MX 7/T-SQL for a New York government welfare subsidiary Created many complex data validation, using jQuery/AJAX for front -end and backend web applications Aided in project planning, information gathering for data entry screens and reports used by NADAP’s 300 employees Troubleshoot and respond to user questions and technical issues IIS administrator of Intranet and for 4 other departments MLX.com Senior MS-SQL 2000 Developer / Web Programmer / VB 6 May 2002 – Aug 2004 Programmed complex reports in MS-SQL/Coldfusion to keep track of employee and site performance Helped write and maintain 10 corporate client websites we hosted using ColdFusion Parsed and migrated disparate brokerage data from 3rd parties into our system Applied Javascript extensively on data entry points on MLX.com for ease of use and validation Bobby Suriyathep Programmer Modified and added functionality to a Real Estate VB 6 application called “Madison” that manages building, apartment, broker and client information Used XML to send/merge Real Estate data across Internet to other companies Wrote efficient T-SQL to match clients to apartments used on both MLX.com and their Intranet DBA of 200+ table MS-SQL database Vizy Interactive Senior Web Programmer Consulting Sept 2001 – Oct 2001 Created an ASP data entry program for Sobebev.com to update their product catalog Maintained ASP pages including updates, bugs fixes and testing for many vendor sites Created a ASP/MS-SQL application that tracked data entry transactions and activity Vault.com Senior Web Programmer Consulting June 2001 – Oct 2001 Designed interactive admin tools for TVSpy.com for Vault’s newsletter manager Created automated job posting agent for Monster.com using ColdFusion/Oracle Developed and designed additional functionality to Vault’s ColdFusion newsletter application, which has a subscription of 200,000 users. Porter Novelli Senior Web Programming Consulting March 2001 – May 2001 Programmed admin tools using ASP/MS-SQL 7 for Hewlett Packard’s Intranet Replaced the their pagination system with a new efficient and robust ASP version Optimized and modularized many ASP pages which reduced user maintenance for Hewlett Packard Developed schemas in MS-SQL 7 to store the information for drug maker Xenical Bobby Suriyathep Programmer Vault.com Oracle/Senior Web Programmer May 1999 – Jan 2001 Created job posting agents using ColdFusion/Oracle/Javascript, used daily by hundreds of clients to save time and reduce costs Used MS Visual SourceSafe Worked under an Oracle DBA to develop schemas, several stored procedures and to double check his work Administered GoldMine contact management software for sales department Created a web interface to create/send newsletters to over 200,000 subs cribers daily Converted code from ColdFusion to JSP Interviewed and managed consultants Created Intranet web pages for customer service/sales/editorial departments Worked 50+ hours a week MidTown Comics Access/ Visual Basic Programmer Aug 1997 – Sept 1997 Designed a Visual Basic application for the largest comic retailer in Manhattan to store customer information and purchases Used Access 97 to design the database schema for the application Used Crystal Reports 5.0 to design the reports and maili ng labels Performance tuned Access 97 database and VB application for speeding up transactions Education New York University University Manhattan, NY Summer course in Advanced Java Programming Bernard Baruch College Manhattan, NY B.B.A., Computer Information Systems June 2001 – August 2001 Bobby Suriyathep Programmer Relevant course material: Objet Oriented Programming, Database Programming, Network & Telecommunications, Systems Analysis, Business Application Programming, Information Systems Design Project Computer Skills Languages Proficient in: MS-SQL 2005-2008 T-SQL/Triggers, PHP, ColdFusion, jQuery, Javascript, CSS, XML, ASP, VB.net, AJAX, HTML Software Databases: Microsoft SQL Server 2005-2008, MySQL, Oracle, Microsoft Access Applications: Macromedia Dreamweaver, Adobe PhotoShop, Visual Studio.Net, GoldMine, FrontPage, Visio Platforms: Microsoft Windows, Linux Edmund Thom Helpdesk Support WORK EXPERIENCE: APS HEALTHCARE 07/11- 11/11 Rem ote Helpdesk Admin Sole support for Directors, Senior Vice Presidents and Executive Administrators Rem ote support for 5,800 employees in other states via Dameware or LogMeIn Macintosh support for publications team. Image and ship computers to home offices and nursing stations. Manage warranty and End-Of-Life database for IT equipment. Configure Blackberry handhelds and manage BES accounts. Configure iPads and iPhones and personal phones for executives. Prepare Powerpoint weekl y presentations for board meetings. Set up video conference equipment for board meetings. Configure VPN, Wireless Access and USB wireless cards Support Microsoft Office 2010; MS Outlook with Enterprise Vault Configure changes in Active Directory. GENERAL MOTORS ASSET MANAGEMENT 08/10 - 03/11 Windows 7 rollout:Project Lead Tested & reinstalled MathLab, Bloomberg, Thomson\ Reuters & SAP systems. VirtualBox testing of production applications. Prepared technical documentation on Windows 7 support for in-house staff. Supported migration with Windows PE and Windows Easy Transfer Supported Lotus Notes 8.5. and Microsoft Office applications Supported Active Directory: adding & removing accounts;changing passwords, Adding users tp Citrix groups Desktop Support tool_Remedy MOET HENNESSEY 11/09 -06/10 Rem ote Helpdesk Analyst Imaging, repairing, and deploying laptops to sales agents Coordinating support with Paris and London COMPUCOM/HP Field Service Lead| Duane ReadeProject Installed printers,workstations, kiosks, servers and routers. Responded to service calls and prepared field service reports. 02/09 -09/09 Edmund Thom Helpdesk Support STEVE & BARRY’S 05/07-12/08 System Administrator Rem ote Administration via Apple Remote Desktop and Remote Desktop Supported Macintosh \SnowLeopard and PC \Windows XP Developed skills in Adobe PhotoShop, Dreamweaver & Web design. Supported MS Office applications – Powerpoint, Access 2007 &Visio Imaged and configured Apple laptops and desktops. Imaged and configured Dell laptops and desktops. Supported Blackberry;VPN,wireless systems Lotus Notes 8.5 with Sametime; Installed and configured Tanberg video conferencing equipment Maintained databases for assets Print Services Administration: Managed print server and maintened HP,Okidata, Xerox, and Lexmark printers Desktop Support tool_CA Unicenter MC GRAW-HILL/ S&P 500 01/07-05/07 Rem ote Helpdesk Analyst Supported Macintosh Leopard and Windows XP Macintosh support for California offices Supported Citrix, Remedy, and Documentum. Supported MS Office applications . Supported MS Office Suite, Microsoft Exchange , and Entourage. Supported Blackberry, Smartphone & Palm mobile devices on Goodlink Supported Active Director y,VPN, USB SecureID token. Desktop Support tool_Remedy NEWSWEEK MAGAZINE 07/06-12/06 Rem ote Helpdesk Analyst Macintosh (OSv10.4) and PC (Windows XP) helpdesk support. Supported Blackberries, PalmTreos. Supported users in offices in London and Paris. Supported Lotus Notes and Outlook email. Supported VPN; Citrix Desktop Support tool_Remedy CITIGROUP 01/05 -12/05 Rem ote Helpdesk Analyst Provided phone support for investment banking operatives. Managed vendors for hardware and software supplies. Rem otel y configured telephone switches for PBX and voice mail. Dispatched technicians on service calls to branch offices. Assigned work orders to Telecommunications support companies. Contracted vendors for installation and support of T1 carrier circuits. Edmund Thom Helpdesk Support 01/04 – 12/04 FT GREENE SNAP Technical Trainer 01/03 – 12/03 JP MORGAN CHASE Migration Project Coordinator Windows XP rollout team. Next day support for new rollout sites Sites surveys and inventory prior to rollouts. 05/95 – 12/02 SIEMENS (SBS) Project Manager for several migrations and relocations (2001- 2002) Site Manager for client Simon & Schuster (1997 – 2000) CERTIFICATIONS: MCSE 2000 (+Security) | A+ Technician PC & Mac | Microsoft Server 2008 in 2010 CompTIA Network+ 2010 HP printers recertified in 2009 Additional Training Visual Basic, Microsoft Access, Dreamweaver and Photoshop,Visio, PowerPoint Linux Administration | Compliance courses for Workplace supervisors (Harassment and Ethics) EDUCATION: B.A. Business Management B.Sc.- IT ( Networking) University of London, England. Kaplan University (completion date May 2012) Joseph Fisher Desktop LAN Support Professional Experience: John Galt / Herrick, Feinstein LLP 07/11– 11/11 Desktop Support / Migration Team Performed Windows 7 migration and configurations Software application installation and configuration Dell and Lenovo laptop migration using Ghost IP phone setup and configuration Dell server and Cisco switch installation LAN cabling for computers and IP phones Documented in database all completed sites Desktop Support (Contract) 10/10 – 12/10 Oliver Wyman Group through Forrest Solutions, New York, NY Provided technical support for the financial consultant group. Configured laptops and desktops with Windows XP and Windows 7. Configured Microsoft Outlook 2007. Configured and set up Lotus Notes 8.5. Troubleshot computer connectivity issues. Reset passwords utilizing Active Directory. Created passwords utilizing Active Directory. Helped clients resolve issues with Microsoft Office (Word and Excel). Configured IBM laptops for wireless access. Setup and installed Blackberry Curve devices for clients. Utilized Remote Desktop Connection for remote client support. Helped clients create and restore .PST folders in Outlook. Assisted clients with data backups using Connect to Backup. Maintained database for adds, moves and changes. Technical Support Analyst Fisher Group Inc., New York, NY Provided technical support for small to midsize companies. Troubleshot computer connectivity issues. Reset passwords utilizing Active Directory. Helped clients resolve issues with Microsoft Office (Word and Excel). Configured IBM laptops for wireless access. Setup and installed Blackberry Curve devices for clients. Supported Office 2007 applications including Microsoft Access. Helped clients create and restore .PST folders in Outlook. 01/09 – 06/10 Joseph Fisher Desktop LAN Support Supported and troubleshot Blackberry, smart phones and printers. Configured PCs with Windows XP. Maintained database for adds, moves and changes. Desktop Support Analyst (Contract) 05/07 – 12/08 Barclays Capital NY through Infinity Consulting Solutions, New York, NY Supported Bloomberg application on the Trading Floor. Resolved computer software and connectivity issues. Configured Blackberry for new clients. Implemented migration; desktop and helpdesk support. Used Remedy 7.0 for ticketing. Configured over 200 computers for Windows XP migration. Set up TCP/IP on desktop and laptop computers. Migrated user profiles for computer upgrade. Installed applications in Windows XP environment. Desktop Support (Contract) 11/06 – 04/07 Paragon Computer Professionals, Inc., New York, NY Wyndham Worldwide Consulted at Wyndham Worldwide for WIN XP migration project. Installed and supported PCs for IBM Think Centre. Utilized Ghost for deployment of IBM PCs, T42 and T60 laptops. Used Magic Service Desk to create and close tickets. Migrated BlackBerry 7200 and 8100 series for remote sales force. Migrated clients’ MS Outlook profile to new BEV server. Utilized Active Directory for password creation and resets. Configured IP address for HP 4250 and 4600 laser printers. Configured Nortel Network VPN for remote connectivity. Updated Symantec Antivirus definitions. Network Engineer / Technical Support (Contract) 12/05 – 06/06 JPMorgan Chase through Insight, New York, NY Managed the installation, conversion and upgrade of various JP Morgan Chase Bank locations computer systems throughout the greater New York area. Managed a team of up to ten technicians; oversaw the accuracy and configuration of new HP and Dell servers installed at over 50 branches. Joseph Fisher Desktop LAN Support Acted as liaison between the Command Center and Branch Managers for progress reports, troubleshooting and connectivity issues within a timely manner. Helped with Lotus Notes and Blackberry issues. Utilized Active Directory for password creation and resets. Deployed and configured Windows XP for over 500 PCs in the New York area. Troubleshot and upgraded computer hard drives and memory. Installed and configured software applications on PCs and laptops. Network Integrator / Technical Support (Contract) 05/05 – 09/05 Custom Computer Specialist, Inc, Hauppauge, NY Worked for the New York City Board of Education installing Windows 2003 servers and configurations for schools within the New York City school system. Set-Up DHCP on IBM X Series 346 servers. Installed and configured Cisco firewall, routers and switches. Documented all adds, moves and changes daily. Desktop Support (Contract) 10/04 – 12/04 Binding Together Inc., New York, NY Installed and upgraded hardware/software for PCs and laptops. Performed Windows XP Migration for Windows NT4. Procured all new computer equipment and peripherals. Setup and installed Blackberry devices for clients. Desktop Support Specialist 09/01 – 10/04 Alliance Capital Management LP, New York, NY Supported Windows 2000 and XP for the Fixed Income Group. Provided quick response time for all hardware and software issues. Logged all problems utilizing the Remedy tracking system. Led PC Rollout team for the upgrade of new Dell computers. Installed and supported Lotus Notes access to Domino server. Configured Lotus Notes and restored database access. Troubleshot connectivity issues with Lotus Notes. Installed Bloomberg application and B-change for the Fixed Income Group. Supported and installed Blackberry devices. Helped clients resolve issues with Microsoft Office (Word and Excel). Troubleshot and upgraded computer hard drives and memory. Performed Windows XP migration for Dell desktops and IBM laptops. Remotely supported clients utilizing Cisco VPN technology. Joseph Fisher Desktop LAN Support Provided second level technical support for all desktop issues. Desktop Support Engineer / Help Desk 03/98 – 03/01 HSBC Bank, New York, NY Reduced user downtime by implementing Microsoft SMS software to remotely control users’ PCs to troubleshoot issues. Installed and configured over 200 Dell OptiPlex workstations for the bank’s Mortgage Department on the NT4 domain. Reconfigured Dell laptops for dial-in access to company’s in-house network. Increased departmental productivity by implementing memory and application upgrades for over 50 system programmers. Utilized PDS system to respond to hundreds of Trouble Tickets weekly. Created NT4 Builds for 400 plus users which included Microsoft Office Pro, Lotus Notes, Netscape Navigator and other applications. Performed software backups as well as installed IDE and SCSI hard drives. Consulted and liaised with various departmental heads for recommendations and actions on equipment purchases. Performed PC Inventory maintenance utilizing Lotus Notes. Received commendation for upgrading applications for Y2K issues ahead of schedule. Managed departmental virus protection program. Administered NT accounts, including adding new users, setting rights, resetting passwords and unlocking network accounts. Education: HOWARD UNIVERSITY, Washington, DC Bachelors of Business Administration (B.B.A Degree) in Computer Information Systems. Manuel Rivera Desktop LAN Support EXPERIENCE: Rothschild, New York City Desktop Support Experienced in large scale Windows 7 Enterprise and MS Office 2010 upgrade rollout migrations using SCCM, building software packaging, desktop and laptop support. Experienced with Office Professional Plus 2010 package design and build engineering, specifically with configuring/packaging/deploying MS Office. Currently supporting 3000 users 200 servers. Windows 7 SME with experience conducting large scale migrations in environments of 30K seats. Customized the post migration security configuration per strict guidelines. desktop image creation for large enterprises, MDT, Office 2003 suite, Office 2010 suite, Group Policies and analytical troubleshooting Supported high level Managing Directors, CEOs, COOs, Directors and Vice Presidents. Video Conferencing and TelePresence experience and supported 3000+ corporate desktops and laptops. Create, maintain, and distribute desktop/laptop images and configurations. Experienced with Windows 7 Deployment Tools and User State Migration Tool. Diagnosed and debugged complex problems that involve both software and hardware Professional Plus 2010 in an environment with 1,000+ corporate desktops and laptops, Integration with SharePoint. Citrix XenDesktop administration experience. Virtualization experience and concept (App-V, VDI, VMware, XenDesktop, etc.). Scripting knowledge (KIX, PowerShell, VBScript) Experience and proficiency in troubleshooting desktop issues related to Operations, Active Directory, Security, Network, and GPOs. Provided remote desktop support using DameWare Experience in Desktop Image Design and Migration. Experience of Zero Touch Installation methodologies using deployment tools. Supporting desktop, laptop, Blackberry PDA devices, malware and virus protection and recovery. Implemented USMT scripting and OS image builds, utilizing Symantec Wise packaging. Video Conferencing and TelePresence experience. Knowledge and proficiency in troubleshooting desktop issues related to Operations, Active Directory, Security, Network, and GPOs. Experienced in administering Windows 2008 MS Active Directory, including user and group administration. Troubleshooting Connectivity issues, Active Directory and GPO management. Fitch Ratings New York City Desktop Support 8/11-Present 7/10-8/11 Experienced in large scale Windows 7 Enterprise and MS Office 2010 rollouts with SCCM and Symantec Altiris 7.1 packaging, desktop, laptop support, helpdesk support, and phone support. Create, maintain, and distribute desktop/laptop images and configurations Provided remote desktop support using Symantec PCAnywhere and Timbuktu software. Experienced with MS 2010 upgrades from MS 2003 and MS 2007. Provided VPN Token, SecurID, wireless and RAS connectivity support. Provided Lotus Notes 8.5 support, Calendar, Database and file ID recovery. Supported desktop, laptop, Blackberry PDA devices, malware and virus protection and recovery. Citrix XenDesktop administration experience. Experienced with USMT scripting and OS image builds utilizing Symantec Wise packaging. Manuel Rivera Desktop LAN Support Supported high level Managing Directors, CEOs, COOs, Directors, and Vice Presidents. Video Conferencing and TelePresence experience. Professional Plus 2010 in an environment with 2,000+ corporate desktops and laptops, Integration with SharePoint. MS Office Migration Planning Manager 2010 (OMPM), experience with McAfee suite of products (ePO, ASE, VSE, DLP, HIP and Site Advisor), familiar with ePO configuration, policies, DAT, system tree, queries and duties included desk side support, laptops, PCs, server backups. Provided Altiris OS Deployment rollouts of desktops, laptops and third party vendor and peripherals. IManage, CATS, and Adobe Reader X support. Provided problem resolution for Helpdesk Ticketing system Magic desktop software application and communication systems software. Experienced with Mac OSX and Mac networking installation and support. Assisted remote client sites in the Latin Americas Global offices, network, desktop support and LAN/WAN, VPN Token connectivity. Documented calls in MAGIC ticketing system and implemented Windows 7 Enterprise migrations from Windows XP Pro. Experienced with MS 2010 upgrades from MS 2003 and MS 2007. Setup new workstations and laptops to local LAN/WAN and install needed software or hardware Added and configured new hardware. Responsible for administration of Symantec Altiris 6.5 Deployment, updating OS images Windows 7 Professional and software packing. Responsible for Drivers updates to OS image, integration. Provided MS Office 2003 through MS Office 2010 support. Provided SAP Front-End 6.2 client and server installation and administration. Administered Windows 2003 MS Active Directory, including user and group administration knowledge of Windows Desktop platform Windows XP, Windows 7 Professional, VDI, Bit Locker Encryption Operating System and configuration settings. Installed network printers, local printers and print server driver updates and maintenance. Responsible for Avaya phones, Apple laptops and desktop support. Upgraded workstations and laptops from Windows XP and Windows 7 Enterprise, data backup and troubleshoot potential profile and software issues, including remote and local profile migrations. New York City Health & Hospitals Corporation, NYC Desktop Support 6/08-9/10 Experienced administering Windows 2008 MS Active Directory, including user and group administration. Provided desktop support and knowledgeable in Dell hardware, MS Office 2007, Citrix and Smartphones. Troubleshot Connectivity issues, Active Directory and GPO management. Knowledge of Windows Desktop platforms (Windows XP, Vista, Windows 2000, Windows 2003 Server, Windows 2008 Server and Windows 7 Professional) configuration settings. Integration experience, MSI – Installer and VB.Net. Implemented migration of workstations between Windows domains and troubleshot potential profile and software issues, including remote and local profile migrations. Experienced with Mac OSX and Mac networking installation and support. Updated OS images Windows 7 Professional, driver’s updates to OS image. Able to effectively communicate issues and resolutions to all levels of the organization, verbally and in written documentation. Troubleshoot and resolve a variety of hardware, software and networking issues as required. Task automation using Scripting languages PowerShell, Visual Basic and VBScript. Manuel Rivera Desktop LAN Support Support of HDE encryption (SecureDoc) Disk Encryption) experience with ActivIdentity SecureLogin. Experienced with DameWare Remote. Experienced with MS 2010 upgrades from MS 2003 and MS 2007. IBM/AstraZeneca Miami, Florida Desktop Support Experienced administering Windows 2003 server Active Directory, desktop, laptop support, helpdesk support, phone support. MS Office 2007 support and PDA Blackberry. Provided broadband, SecurID, wireless and RAS connectivity support. MS Office 2007 support experience other duties include Deskside support, laptops, PCs, server backups. Citrix XenDesktop administration experience. Provided for Ghost image OS XP rollouts of desktops, laptops and third party vendor and peripherals. Provided problem resolution for IBM Manage now desktop software application and communication systems software. Assisted remote client sites in the Miami and Global sites offices, network, desktop support and LAN/WAN connectivity. Avaya phones, Apple laptops and desktop support. Setup new workstations and laptops to local LAN/WAN and install needed software or hardware Added and configured new hardware. Ensured updated Symantec virus protection monitoring security configuration. Blackberry PDA installation experience with T-Mobile, Sprint, Verizon PDA device ordering, training and software updates. Provided desktop and laptop installation and support. Administered Windows 2003 MS Active Directory, including user and group administration knowledge of Windows Desktop platform Windows XP Operating System and configuration settings. Migrated workstations between Windows domains and troubleshot potential profile and software issues. Ability to effectively communicate issues and resolutions to all levels of the organization, verbally and in written documentation. Troubleshot and resolved a variety of hardware, software and networking issues as required. Phone system administration and support, maintenance of office backup system and off-site tape rotation, consulting with end-users to determine needs and providing user assistance and training, assisted in the upgrade internal office servers and perform day-to-day operations of internal systems. VERITAS Backup Exec and Symantec Client Security experience. IBM/American Express Miami, Florida Desktop Support 6/07-6/08 8/06-6/07 Helpdesk support, phone support MS XP Professional, Windows 2000 and 2003 Server, Active Directory administration connectivity. Lotus Notes 6.5 administration experience and database migration and replication, provided network and local printer support, other duties include desk side support, server backups/restores and document scanning management. Also responsible for installations, rollouts of servers, desktops, laptops and other hardware peripherals. Provided problem resolution for IBM Manage now desktop software application and communication systems software. Mainframe network applications support and upgrades. Assist remote client sites in Miami and Broward offices, network, desktop support and LAN/WAN connectivity. Manuel Rivera Desktop LAN Support Setup new workstations and laptops to local LAN/WAN and install needed software or hardware. Adding and configuring new hardware. . Blackberry PDA installation experience with Lotus Notes and Palm Pilot using Intellisync. Administering Windows 2003 MS Active Directory, including user and group administration Knowledge of Windows Desktop platform Windows XP Operating System and configuration settings. Migrated workstations between Windows domains and troubleshoot potential profile and software issues. Ability to effectively communicate issues and resolutions to all levels of the organization, both verbally and in written documentation. Troubleshoot and resolved a variety of hardware, software and networking issues as required. GMAC-RFC Sunrise, Florida 4/03-8/06 Desktop Support Provided helpdesk, phone support, desktop, laptop support; refresh rollouts of MS XP Professional, Windows 2000 and 2003 Server LAN and remote LAN/WAN 2000 Active Directory administration connectivity. Citrix administration to remote servers and workstations, server backups/restores and document scanning management. Installs, configures and monitors network server. Provided problem resolution for Zen works application and communication systems software. Assisted the South America Region with network, desktop support and LAN/WAN connectivity Setup new workstations and laptops to local LAN/WAN and install needed software or hardware. Adding and configuring new hardware. Task automation using Scripting languages PowerShell, Visual Basic, VBScript Installing system software monitoring and allocating disk space setting for user accounts Ensuring updated virus protection monitoring security configuration performing backups PBX installation experience with Avaya phones support. Blackberry PDA installation experience with Lotus Notes and Palm Pilot using Intellisync Administering Windows 2003 MS Active Directory, including user and group administration Knowledge of Windows Desktop platform Windows XP Operating System and configuration settings Migrated workstations between Windows domains and troubleshoot potential profile and software issues. FITZPATRICK, CELLA, HARPER & SCINTO LAW FIRM 07/98-0403 Desktop Support Responsibilities: Responsibilities included configured, deployed, administered, and maintained Windows 2000 desktops, laptops, Blackberry device, and Document Management experience with iManage. Helpdesk support, desktop support and phone support. Installed Ghost software to backup data on desktops and laptop hardware Performed software and hardware upgrades, tuning and troubleshooting. Performed backup and data recovery Setting up new workstations and laptops to local LAN and WAN. Installed as needed software or hardware upgrades Troubleshooting desktop issues with Citrix remote software Performed NT Clustering, utilizing Microsoft's clustering product Coordinated project plans, meetings, assignments, network administer NT 4.0 servers, 2000 workstation, refresh rollouts. This included Windows NT 4.0, 2000, 98, 95 workstations in a 7x24 production environment. Manuel Rivera Desktop LAN Support EDUCATION: B.S. - Computer Science, Queens College, NY CERTIFICATIONS: MCSE 2000 Certification A+ Certification MCSE 2003 Certification SUMMARY: 6 plus years of experience in Desktop Support, large Windows 7 Enterprise and application packaging with ITCM, SCCM, Wise, Symantec Altiris 7.1 and MSI. Experienced in Packaging application into MSI (Admin Studio) and strong scripting experienced. Citrix XenDesktop administration experience. Currently supporting 3000 users and provided Patch Management for Desktops. Strong experience with Registry changes and edits. GPO policies, Active Directory. Installed, maintained, performed troubleshooting and upgrading of hardware and software. A+ and MCSE certified. Customized the post migration security configuration per strict guidelines. SKILLS: O/S: Windows 7/Vista/XP/2000/2003,Active Directory, Create, maintain, and distribute desktop/laptop images and configurations Other: Windows Server 2000/2003, MS Exchange 2000/2003/200,DHCP, VPN, IBM, Dell and HP laptops, printers, LAN, WAN, MacAfee, Symantec Antivirus, Spam, Malware, USM, MS Office 2003-2010, Lotus Notes 8.5, Migrations, Cisco Routers, VPN token, Blackberry PDA, Android Phones, IPhone, VOIP, Macintosh Applications: VMware Workstation7.0, MS Office XP Suite- 2007, VDI, PcAnywhere, Net meeting, Citrix Thin Client, MS Outlook Packaging/Distribution: Wise Package Studio, MS App v4.5/4.6, SMS Installer, Symantec Altiris, Citrix, SCCM, MSI – Installer and VB.Net., ITCM, KIX scripting. Scripting: VBScript, Wise script, WMI, Install Script, Windows PowerShell 2.0 Melvin Hernandez Help Desk Support Professional Experience: May 2008 – present Day Pitney LLP Legal Helpdesk Analyst (Firm downsizing department eliminated but rehired in NY) 70% Phone support, 30% Hardware support, training attorneys, partners and administrative staff, Windows XP environment, Office Provide phone support for multiple programs: iManage, Deltaview, Carpe Diem, Summation and MS Office 2003 - 07 Perform installations, configurations, upgrades, maintenance, and troubleshooting for PC's, printers and telephones Assist with rollout of new hardware and software to local and remote users Deploy and re-image desktops, laptops and Hp printers Write custom technical documentation Active directory, Blackberry devices Log calls on Footprints Tracking System Trainer assistant : provide Training for new hire in a classroom setting Shearman Sterling (Williams Lee outsourced) Sept 2007 – May 2008 Legal Helpdesk Analyst 100% Phone support, Windows XP environment, Office 2003 support which consist of formatting documents templates. Styles, formats, columns, inserting graphics and pictures, wrapping text, linking excel files, extensive edits, tracking changes, merging documents). Log calls on Altiris Tracking System. Excel (calculations, formulas, creating graphs, linking files. PowerPoint (creating presentations, using picture, graphs, etc.) Blackberry support. 98 % resolution on first call. Escalate to hardware, Networking (NOC), and other departments, document backups, Remote access to user’s pc via proxy program. Melvin Hernandez Help Desk Support Cahill Gordon & Reindel LLP Sept 2006 to July 2007 Legal Helpdesk Analyst 90% Phone support, 10% direct user support. Office XP and 2003 support which consist of formatting documents using Cahill templates. Styles, formats, columns, inserting graphics and pictures, wrapping text, linking excel files, extensive edits, tracking changes, merging documents). Excel (calculations, formulas, creating graphs, linking files. PowerPoint (creating presentations, using picture, graphs, etc.) Blackberry support and remote access via citrix. Wilson, Elser, Moskowitz, Edelman & Dicker LLP Oct 05 – Sept 06 (Temp consulting assignment ended) Legal Helpdesk Analyst Answer, evaluate, and prioritize incoming telephone, voice mail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies Troubleshoot problems with Citrix connections, remote access and Secure IDs.(Key fob) Create new user accounts via Active Directory Handle problem research, resolution and follow-up for routine user problems, referring more complex problems to supervisor/manager or technical administrator Provided support on Word, Excel, Palm Pilots and Blackberries. Simpson Thacher & Bartlett LLP (consulting assignment ended) Legal User / Desktop Support Specialist May 05 to Oct 05 Melvin Hernandez Help Desk Support 50% Phone Support Answer, evaluate, and prioritize incoming telephone, voice mail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Collect information about problem and lead user through diagnostic procedures to determine source of error. Handle problem research, resolution and follow-up for routine user problems, referring more complex problems to supervisor/manager or technical administrator. Log and track calls using GWI ticketing system, and maintain history record and related problem documentation Install personal computers, software and peripheral equipment. Strong knowledge of Windows NT, XP, Outlook, MS Office Suite, Formatting in Native word, Excel, Palm Pilots and Blackberry Software and Good troubleshooting skills and ability to think analytically 50% Desktop Support Performed installation, configuration, and ongoing usability of desktop and laptops computers, peripheral equipment, Blackberries and software within established standards and guidelines. Imaged new computers utilizing Ghost and deployed using refined systematic procedures. Utilized problem determination skills to resolve various hardware and software problems. Responsibilities included setting up desktop computers on a corporate windows network and the maintenance of HP laser printers. I also participated in several office-wide software, operating system and hardware upgrades and rollouts. High volume of attorney, paralegal and secretary desktop support of legal applications. White & Case Jun 04 – May 05 Legal Helpdesk Analyst (Perm job but position was outsourced to Belgium via the “Follow the Sun” pilot program) Formatted legal style documents without using macros Provided Phone support, iManage, Deltaview, Adobe Acrobat, Outlook, Excel, PowerPoint, Internet and Explorer issues. Melvin Hernandez Help Desk Support Troubleshot Blackberry; Citrix; W&C dial-up, cable, DSL connectivity issues. Monitored HP Open view system for any site outages and escalate to 2nd and 3rd level support. Utilized Active Directory to unlock user accounts and reset network passwords. Morgan Stanley Dec 03 – June 04 Helpdesk Analyst (hired on a temp to perm basis but the desk was outsourced to Canada via IBM) Provided Phone support of desktop and software issues. Enter trouble tickets via Peregrine Tracking System. Supported 60,000 users nationwide. Connected to user’s WinXP workstation using Remote Assistance software and troubleshoot software issues. Supported Users on the following applications: Microsoft Office XP applications, AIS, HOST, Order Entry, OnDemand, Blackberry, Client Serv, Documentum, and DeltaView Supported and configured windows 2000 servers Used Tivoli software to resolve printer issues DHS Commissioner Linda Gibbs Office, NYC June 02 – Dec 03 Computer Consultant (contract ended) Provided phone support of desktop and software issues in a GroupWise tracking system. Connected to user’s pc via SMS remote software and troubleshoot software issues. Provided technical support for Commissioner and staff on PC and blackberry issues. Installed and configured Blackberry software and train users on the device. Developed DB programs in Access to keep track of various agency information. Setup ODBC drivers to access Oracle and SQL servers on the user's client Workstations. Visited sites and troubleshoot hardware, network and software issues. Organized and participated on Rollouts of windows 2000 OS to multiple workstations. Melvin Hernandez Help Desk Support Step-UP Computer Training October 00 – June 02 MOUS certified Trainer (school that a friend started which eventually had financial troubles) Education: Miami Dade College Computer Science Degree Attended MCSE certification course at RTP Consulting Group MOUS Certified Office 2000/03 Completed online course 2007/2010 M.C.P Certification Windows NT Workstation 1988 Languages: Spanish and French Computer Knowledge: Software: MOUS Certified Professional 2000 / 03 Graphics: Harvard Graphics, PowerPoint. Print Shop Spreadsheets: Lotus 1-2-3, Microsoft Excel, Quattro Pro, ACT Networking: LAN/WAN, Windows NT 4.0, Windows 98 Peer to Peer, 2000,XP,Vista, Windows7 OS/ Utilities: Dos, Windows 98, XP,2000, Vista and Windows7 and Windows 2003 Server WEB Design: CS4, Dreamweaver, Flash, Illustrator, ColdFuson and Photoshop E-Mail: Microsoft Exchange, Outlook and cc: Mail. Lotus Notes Hardware: Diagnosing and troubleshooting PC’s and MAC Compatibles, Telnet Video Conferencing MICHAEL BROGAN DESKTOP LAN/SUPPORT __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ OBJECTIVE My objective is to further my career as an experienced desktop support representative. IT CONSULTING PROFESSIONAL EXPERIENCE J. Crew, New York, NY Computer Network and Desktop Support Consultant (5/11 – 7/11) Provided Windows XP/7, hardware and software installation support to PC and laptop users. Utilized the Altiris ticketing database. Re-imaged and deployed client PC’s and laptops via Symantec Ghost. Deployed client-side software via Altiris deployment console. Supported and troubleshot Cisco VPN clients. Configured and troubleshot Microsoft Office and Outlook on client PCs. Installed and troubleshot HP and Canon printers in several departments. Provided conference room support of Epson projectors. GfK Custom Research, New York, NY Computer Network and Desktop Support Consultant (6/10 – 4/11) Provided Windows XP, hardware and software installation and support to PC and laptop users. Utilized the HP Service Manager ticketing database. Configured and troubleshot Microsoft Office and Outlook on client PCs. Re-imaged user PCs through the use of Ghost and network scripting. Provided Windows OS and Blackberry support to users post domain and BES migrations. Supported multimedia A/V conferences utilizing Polycom and Extron hardware and interfaces. Supported multicast conference room events utilizing SmartBoard technology. Provided detailed support to end users with Blackberry handhelds. Supported and troubleshot Nortel VPN clients. Installed and troubleshot HP printers in several departments. Executed and maintained daily and weekend network tape back-ups on our Dell DLT back-up. Yeshiva University/Cardozo Law School, New York, NY Computer and Multimedia Event Support Consultant (1/09 – 3/10) Supported multimedia A/V conferences utilizing Polycom and Crestron hardware and interfaces. Supported multicast classroom events utilizing SmartBoard technology. Utilized Windows Active Directory for user account modification and password resets. Re-imaged user PCs through the use of Altiris and network scripting. Troubleshot various wireless connection issues for students on Windows and Macintosh laptops. Provided HP printer troubleshooting within many departments. HIP, New York, NY Computer Support Desk Consultant (4/08 – 11/08) Provided 100% phone support to end users at HIP/GHI utilizing the Unicenter ticketing database. Utilized Windows Active Directory for user account creation, modification and password resets. Troubleshot Microsoft Office XP Outlook, Word, Excel and PowerPoint issues for clients. Remotely accessed LAN and WAN PCs via DameWare for troubleshooting. Installed software on users’ PCs via CA DSM remote install utilities. MICHAEL BROGAN DESKTOP LAN/SUPPORT Oppenheimer and Co, New York, NY Computer Network and Desktop Support Consultant (10/07 - 12/07) Provided hardware and software troubleshooting and support for end users in multiple departments. Configured and troubleshot Microsoft Outlook, Office XP Word, Excel and PowerPoint on client PCs. Re-imaged user PCs through use of Symantec Ghost and network scripting. Remotely administered to LAN and WAN users with multiple versions of VNC to login to their PCs. Provided detailed support to end users with Blackberry handhelds. Installed and troubleshot HP and Ricoh printers in many departments. Citigroup N.A. Long Island City, NY, New York, NY and Warren, NJ PC Desktop Installation and Rollout Consultant/ Database Quality Control Tester (10/06 – 10/07) Provided Windows XP/2000, hardware and software installation and support to end users. Configured and troubleshot issues for Microsoft Outlook and Lotus Notes on client PCs. Re-imaged user PCs through use of Symantec Ghost and network scripting. Remotely administered to LAN and WAN PCs utilizing VNC. Provided detailed support to end users with Palm One and Blackberry handhelds. Installed and troubleshot HP and Lexmark printers in many departments. Documented and analyzed revealed errors during controlled testing of their “ROU” system integrity. Dell/Costco, Ottawa, ON, CA Computer Desktop Installation and Rollout Consultant Team Lead (8/06 – 9/06) Delegated tasks to team of technicians in Windows 2000 to Windows XP upgrade on over 1000 PCs. Imaged user PCs with standardized program access, desktop schema and shared folder drives. Installed and configured 3Com NICs on users’ Dell PCs. Installed, configured and tested Palm One OS 5.0 on certain users’ handhelds. Siemens Business Services/Harrah’s Corporation, Atlantic City, NJ and Las Vegas, NV Computer Network and Support Consultant (10/05 – 6/06) Utilized Symantec Ghost for hard drive imaging of Windows XP onto PCs during preliminary rollout. Configured 3Com Ethernet switches and Netgear wireless routers in gaming pits during “live play.” Configured and tested proprietary “gaming card readers” through Telnet on the sub-network. Siemens Business Services/Givaudan Fragrances, Teaneck, NJ Computer Network and Desktop Support Consultant (2/05 - 10/05) Administered support to departmental end users in Windows XP-based network. Configured tape backup on Symantec Veritas network storage server. Troubleshot HP LaserJet and Epson “dot matrix” network and local printing issues. Installed large HP color printers in stores, as well as Lexmark local printers on managers’ PCs. Setup and tested Cherry POS keyboards, bar code scanners and “POS” programs on store PCs. Futurological Strategies, Brooklyn, NY, New York, NY and Union, NJ Computer Network and Desktop Support (3/00 – 1/05) Provided PC/laptop and software hybrid support to Windows XP/2000/NT/98/95 and IBM AS400 users. Provided email support on Microsoft Exchange Server and for Microsoft Outlook clients. Configured TCP/IP addressing on client PCs; as well as DHCP server. Installed and configured 3Com and Netgear wired and wireless NICs and 3Com hubs and switches. Installed and configured Norton Anti-Virus on users PCs and monitored potential PC viral activity. Remotely administered to LAN and WAN users at client sites via Symantec PCAnywhere. MICHAEL BROGAN DESKTOP LAN/SUPPORT EDUCATION AND CERTIFICATIONS Long Island University, Brooklyn, NY (Bachelor of Science Degree) Major: Information Systems Minor: Management Microsoft Certified Professional (#1057700): April, 2000 COMPUTER SKILLS Operating Systems: Windows 7, Vista/XP/2000/NT Server/98/95, IBM AS400 client, Palm OS, DOS, BIOS. Hardware: Dell PowerEdge servers, HP/Compaq Proliant and 9000 servers, Dell Dimension and OptiPlex desktops, HP/Compaq Ipaq and Evo desktops, Dell Inspiron and Latitude notebook PCs, HP/Compaq Armada notebook PCs, Blackberry, Palm One Centro, Treo and Tungsten handhelds, HP LaserJet printers, Lexmark laser printers, Epson laser and “dot matrix” printers, HP backup tape drives, Netgear wired and wireless “10X100” firewall routers, 3Com Ethernet hubs and switches, 3Com “10X100” NIC cards, Netgear NIC cards, Cherry “POS” keyboards and bar code scanners, Intel Pentium, Celeron and Dual Core micro-processors, Kingston SD-RAM and DDR RAM, Seagate hard drives, Maxtor hard drives, Logitech wireless peripherals. Software: Microsoft Exchange Server, Microsoft Outlook, Windows Active Directory, Lotus Notes, Microsoft Office 2007/2003/2000/97, Symantec, Malwarebytes, AVG, Trend Micro and McAfee AV packages, Symantec PC Anywhere, Symantec Ghost, CA DSM remote install utilities, HP Service Manager, TriActive, Unicenter, TrackIt! and Remedy ticketing databases, Windows RDP, Windows Net Meeting, VNC, DameWare and Kaseya remote access utilities, Altiris Total Management Suite, Nortel and Cisco VPN client, ARC Serve IT and Trend Micro back-up utilities, Symantec Veritas network storage foundation, Cherry Tools POS, Windows Media Encoder, Microsoft file transfer protocol and various proprietary programs. Multimedia Hardware and Software: Polycom VSX 7000/6000/5000, Polycom “People+Content” software SmartTech “Smart Board” series, Extron interfaces, Crestron touch panel interfaces, Logitech webcams. Protocols/Network and File Security: TCP/IP (Internet Protocol), DHCP (Dynamic Host Configuration Protocol), PPP (Point to Point Protocol), NTFS (New Technology File System), FAT (File Allocation Table). MIGUEL MATOS VOICE TELECOMMUNICATIONS SUPPORT OBJECTIVE Information Technology Specialist with 20 years’ experience in Telecommunications and Call Center Operations. Disciplines include project management, research & development, financial analysis, vendor interaction, programming, troubleshooting, resource planning, documentation and benchmarking knowledge. Due to the complexity as well as the variety of my assignments, I have been challenged to devise and implement new, creative solutions to complex business problems and have a proven record of having met each challenge successfully. I have developed effective networking, team building, and leadership skills. PROFESSIONAL EXPERIENCE Citi – International Bank – Tampa FL Senior Voice Administration Specialist – AVP March 2006 – December 2011 At Citigroup performed all levels of software implementation to PBX, Intuity Audix, CMS and ASG equipment. PBX systems were G3’s, 83xx’s, 85xx’s, 8700’s, 8720’s, VOIP Avaya Call Manager 4 & 5. Other software implementation included daily administration of moves, adds, and changes based upon defined business requirements; assisting in translating business requirements into functional applications of the Citigroup current and future Avaya Call Manager PBX locations. This included the responsibility and accountability for ensuring that the PBX, voice mail system, CMS and ASG software were implemented, fully operational and met up-time goals. It also included full and complete compliance with security and operational procedures. Responsibilities also included software installation support of other voice related adjunct equipment. Worked with the business and operations teams to gather requirements, communicate system capabilities and limitations. This position supported the resolution of system/component outages where/when necessary. I worked directly with external and internal support teams i.e. Avaya, local and long distance carriers, GNCC, operations support technicians, site SDT managers, voice engineering product managers, vendors and business Call Center Management; assistance in troubleshooting Telco issues / understanding the utilization of inbound trunks and point-to-point circuits. I assisted with troubleshooting, analyzing system events, acted as liaison with Site staff and or vendor through to resolution. Other duties included performing upgrades/enhancements, providing 2nd level escalation support for voice system issues and providing occasional on-call support. Received several Praise and Rave awards for outstanding client service and project implementation. Part of transition teams that successfully moved 44% of legacy G3’s, 83xx’s, 85xx’s, 8700’s, 8720’s PBX sites to the new VOIP Avaya Call Manager platform. North America Voice of the Employee representative for my department in 2010 & 2011. In 2011 worked with the Global Voice of the Employee Committee to create a new Global Incentive system for Technical employees. Founding Board Member of the Tampa Hispanic Employee Network as well as Coordinator of several Hispanic Heritage Months during consecutive years. MIGUEL MATOS VOICE TELECOMMUNICATIONS SUPPORT RCG Global Services – IT Services Company – Tampa FL Senior Telecommunication Analyst – Contractor - Citigroup June 2005 – March 2006 Provided consulting services for Citigroup on behalf of RCG. At the end of the contract, I accepted a position with Citi. My responsibilities included: Provide all levels of software implementation to PBX, Intuity Audix, CMS and ASG equipment. Provide support for software implementation including daily administration of moves, adds, changes based upon defined business requirements; Assist in translating business requirements into functional applications; Reviewing all deliverables for completeness and quality to ensure that all business goals are achieved; assisting in development of project implementation timelines; building administrative functionality within VSA to support hours of operation, holiday coverage as necessary, business continuity / emergency support, etc.; providing technical support for Avaya equipment and post-implementation administration for all project work; developing; coordinating activities with other Systems/Applications Administrators and outside vendors; Interface with operations support technicians, site SDT managers, voice engineering product managers, vendors and business Call Center Management; assistance in troubleshooting Telco issues / understanding the utilization of inbound trunks and point-to-point circuits. JOHN WILEY & SONS – International Book Publishers – NJ Telecommunications Analyst April 2002 – December 2004 Worked with business areas to finalize requirements, created and managed project plans, communicated project status and coordinated outside vendors. My additional responsibilities were to: Coordinate project team and outside vendors to successfully complete multiple projects on time and seamlessly relocate 1,600 people from NY corporate office and 909 Third Avenue office to new corporate office in Hoboken, NJ; Meet with business areas department managers, senior staff to plan, devise and implement call centers in the new corporate office and throughout the United States; Provide daily statistical reports and analysis of data to line of service management; Train new supervisors and agents in how to use call center system; Train supervisors on Call Management System (CMS) reporting and data tracking, Configure and implemented changes to call vectors, routing, announcements, and general set ups in the call centers programming; Coordinate with outside vendors for installs, troubleshooting problems and repairs of phone equipment and circuits; Responsible for moves, adds and changes on phone extensions, voicemail boxes, coverage paths/answer groups, hunt groups, vectors, and VDNs. Maintained circuit inventory and trouble-shot telephony problems in all area offices across the country. Manage Veramark CAS XP (CDR) call accounting system reconciliation, charge backs, polling, data integrity and rate updates. Implemented rate update, monthly reporting of charge back to line of service department management and electronic distribution of charge backs to department management. PricewaterhouseCoopers LLP July 1999 – April 2002 Telecommunications Sr. Analyst – NY Metro Telecommunication Project Coordinator Worked with business areas to finalize requirements, created and managed project plans, communicated project status and coordinated with outside vendors. My additional responsibilities were to: Coordinate project team and outside vendors to successfully complete multiple projects on time and seamlessly relocated 500 people between three PwC office sites. In addition, I closed two offices and relocated 200 people to other PwC office sites; MIGUEL MATOS VOICE TELECOMMUNICATIONS SUPPORT Plan, devise, implement call centers in the NY Metro area and throughout the United States. Provided daily statistical reports and analysis of data to line of service department supervisors; Act as primary point of contact for outside vendors for installs, troubleshooting problems and repairs of phone equipment and circuits. Coordinated PBX and Audix upgrades for different PwC sites; Support the CEO and global leadership board; managed and coordinated videoconferences, audio conferences and presentations for PwC senior management and outside clients all over the world; Help manage and train new technical staff members on video conferencing (scheduling, technical troubleshooting); Responsible for moves, adds and changes on phone extensions, voicemail boxes, coverage paths/answer groups, hunt groups, vectors, VDNs and telecommuting (PSA) in all NY Metro area offices. TELECOMMUNICATIONS SKILLS PBX Systems: Avaya Prologix, Definity G3, 8300, 8500, 8700, 8720, Avaya Call Manager 4 VOIP and Avaya Call Manager 5 VOIP Voicemail Systems: Avaya Modular Messaging, Avaya Intuity and Definity Audix Voice Mail Systems Video Conference Systems: PictureTel videoconference systems and Polycom videoconference systems Call Center Systems: Avaya ACD, Davox Predictive Power Dialer, Executone ACD/Predictive Dialer, Melita Dialer and Digital Systems Vlink Predictive Auto dialer for mainframes CDR/Call Accounting System - Veramark CAS XP (CDR) Call Accounting System, Paetec Pinnacle CDR System CERTIFICATIONS LUCENT/AVAYA TECHNOLOGIES Implementing and Administrating Lucent/Avaya G3 PBX Switch, Implementing and Administrating Lucent Audix Voice Mail System, Automated Call Distribution with Call Vectoring & Avaya Spectel Audio Conferencing System MICROSOFT CERTIFIED PROFESSIONAL Implementing and Supporting Windows NT Server 4.0 , Implementing and Supporting Windows NT Server 4.0 in the Enterprise TECHNICAL TRAINING ED2GO – Cengage Learning – Due to complete 6/2012 On-Line CCNA Certificate Training Program – Courses for Cisco Certified Network Associate Routing & Switching. CAREER BLAZERS LEARNING CENTER Microsoft Certified System Engineer Program – Courses in Windows 95, Windows NT Workstation, Networking Essential, Windows NT Server 4.0, Windows NT Server 4.0 in the Enterprise, TCP/IP, and Exchange 5.5 Nick Cherry Internet/Intranet Support Objective: To obtain a freelance/contractual work in the field of web/software design and development Professional Experience: Jiggzy.com Independent Designer / Developer 2007 – 2012 - Designing and developing dynamic websites - Programming interactive games and applications - Modeling and integrating relational databases Project: Chromalloy Interactive Touchscreen Kiosk Application Technologies: Flash/Actionscript (3), PHP, XML Role: Working with wireframes and design docs, developing an AIR application to showcase the work of an aerospace technology company’s products and to demonstrate the various processes involved with manufacturing parts. The application is displayed over three large, interactive monitors at trade shows, reacting to users’ touches and gestures. Project: 3n2 Interactive Apparel Customizer Technologies: Flash/Actionscript (3), Unity, PHP, XML Role: Working with wireframes and design docs, developing a robust customizer for athletic apparel, which allows users to select and preview their products’ colors, jersey types, lettering styles, alignment, etc. and also gives administrators the ability to control product options and customizer settings via XML files, communicating with server to save and retrieve information about users and their items’ progress. . Nick Cherry Internet/Intranet Support Project: Klosetshop Website and iPhone App Technologies: Ruby on Rails (HAML, SASS, PostgreSQL), PhoneGap Role: Working with wireframes and design docs, developing the a social app that allows users to 1) upload and tag clothing items, 2) assemble outfits using the items in their virtual closets and those that they’ve “borrowed” from other users, and 3) to buy and sell clothing within the community, building an iPhone app (PhoneGap), which allows users to login to their accounts, upload photos taken with their phones, and to scan barcodes, which allows the app to automatically download images and meta data for in-store clothing. Project: Video/Audio Player for Christie’s Auction House Technologies: Flash/Actionscript (3), XML Role: Working with wireframes and design docs, developing a robust video and audio player with support for custom-timed photo slide shows and the ability to customize a variety of settings via an XML config file. Project: Royal Caribbean Productions Site Maintenance/Upgrades Technologies: PHP/Drupal, HTML, CSS, Javascript Role: Upgrading the Drupal core and third-party modules, developing custom modules to manage subscriptions and notify users when information of interest is added or modified. Project: NFL Rush Zone Flash Games Technologies: Flash/Actionscript (2, 3), PHP, MySQL Role: Working with wireframes and design docs, assembling and animating assets, developing object-oriented Flash games, integrating with the NFL Rush Zone's PHP/MySQL scoring and tracking engines. Nick Cherry Internet/Intranet Support Project: NASCAR's “The King & Kasey” Sweepstakes Technologies: PHP, MySQL, HTML, CSS, Javascript, Flash/Actionscript (3) Role: Modeling and implementing a relational MySQL database, developing a secure PHP back-end to enforce sweepstakes rules, modifying (HTML, CSS, Javascript) front-end code, developing a racing-themed Flash game, creating an administrative control panel and reporting system. Project: Sesame Street English Learning System Technologies: Flash/Actionscript (2, 3), AIR, PHP, MySQL, XML Role: Consulting with Sesame Workshop creative team, planning the development of a large-scale Flash/AIR-based learning system that communicates with a PHP/MySQL back-end to send and receive educational content across networks and allows users to download media to their local machines, designing and developing new Flash games, assisting in the migration of existing AS3 Flash games to Actionscript 3. Project: Minto Communities Website Components Technologies: Flash/Actionscript (3), XML Role: Designing interfaces and developing XML-driven, Flashbased components for Minto's website, including 1) multimedia rotators for displaying external images, videos, and Flash content, 2) interactive maps that allow users to discover and research luxury housing communities in the Florida area, and 3) text marquees to give administrators the ability to easily modify promotional content of the site while maintaining the integrity of its design. Project: Deal-A-Day Online Website Technologies: PHP, MySQL, HTML, CSS, Javascript Role: Modeling and implementing a relational MySQL database, developing a secure PHP back-end, which included integration with Authorize.net and logic to automate the daily distribution of digital currency, creating an reporting system to track information about users, subscriptions, and revenue, building a control panel to allow Nick Cherry Internet/Intranet Support administrators to easily set values and rules for daily deals. Project: Family Dollar's 50 Days of Giveaways Technologies: PHP, MySQL, HTML, CSS, Javascript, Flash/Actionscript (3) Role: Modeling and implementing a relational MySQL database, developing a secure PHP back-end to facilitate sweepstakes rules and business functions, implementing the website’s front-end (HTML, CSS, Javascript), developing a shopping-themed Flash game, creating an administrative control panel and reporting system. Project: Personal File Distribution System Technologies: Flash/Actionscript (3), AIR, PHP, XML Role: Designing interfaces, programming a secure PHP back-end, and developing a Flash/AIR application to facilitate file-sharing and collaboration between small groups of users, allowing them to download/upload files from/to the server, implementing tracking and reporting features. Project: Centre County Community Help Center's Internal Website Technologies: PHP, MySQL, HTML, CSS, Javascript Role: Designing user interfaces, coding and styling the website's front-end (HTML, CSS, Javascript), modeling and implementing a relational MySQL database, developing a secure PHP back-end and administrative panel to allow employees to coordinate schedules and efficiently create, read, and update information about clients, cases, and affiliated agencies. Project: University of California's Psychology Experiments Technologies: Actionscript (2), PHP, MySQL Role: Designing interfaces and developing Flash-based software for multiple psychology experiments, which required following specific guidelines and implementing a PHP back-end to record data collected during the experiments. Nick Cherry Internet/Intranet Support OMGPOP Flash Developer 2010 - 2011 Architecting and developing a socially-oriented Facebook game Implementing new features and updates on the OMGPOP website Project: Snoops Facebook Game Technologies: Actionscript (3), JSON Role: Working with wireframes and design docs, developing the statistics-based item placement + requirement logic that drives gameplay, integrating 3D character models, communicating with the Rails server to save and retrieve information about users and game progress. FullSIX Flash / Web Developer Developing mini-sites, YouTube gadgets, and custom applications Updating and maintaining high-profile corporate websites Acting as technical liaison and advisor Project: BIC Shavers YouTube Mini-Site Technologies: Flash/Actionscript (3), XML, Javascript Role: Working with wireframes and design docs, assembling and animating various assets, developing a media-rich, XML-driven Flash mini-site, and integrating it into a custom YouTube channel, implementing Google Analytics tracking. Project: Coke's “Say Yes to Summer” Facebook Intro Technologies: Flash/Actionscript (3), FBML Role: Working with wireframes and design docs, assembling assets, choreographing and programming a complex, pseudo-3D Flash animation, then integrating the final application into Facebook via FBML. Project: Russell Research Survey Interface Technologies: Flash/Actionscript (3), XML, PHP, Javascript 2009 - 2010 Nick Cherry Internet/Intranet Support Role: Developing a Flash interface to request XML from an existing survey engine, interpret the structure of each question and use that information to construct an interactive, media-rich version of the survey, record users' responses and send them to the server in a format that can be understood by the survey engine. Also, creating logic within the application to allow administrators to easily manage a wide array of settings and variables through the modification of XML config files, developing and integrating a custom logging system to give survey developers information about the values being passed into and out of the Flash interface. Project: Diet Coke's “Love It Light” Facebook Intro Technologies: Flash/Actionscript (3), XML, Javascript Role: Working with wireframes and design docs, assembling assets, choreographing streaming videos and voiceovers with Flash, then integrating the final application into Facebook via FBML. Project: L'Oreal Professionnel's Salon Locator Technologies: Javascript, HTML, CSS, .NET Role: Localizing, maintaining, and upgrading a series of javascriptpowered salon locators, modifying database content using L'Oreal's .NET administrative tools. The Vanguard Group Java / Visual Basic Developer 2008 Expanding the functionality of a multi-faceted desktop application Converting existing Visual Basic applications to the .NET framework Collaborating with agile-oriented development team Nick Cherry Internet/Intranet Support Mifflin County School District Computer Technician Installing new software and replacing defective hardware Updating network policies and maintaining anti-virus systems Troubleshooting miscellaneous computer and printer problems 2006 PATRICK J. O’BEIRNE VOICE TELECOMMUNICATIONS TELECOM CUSTOMER SUPPORT / PROGRAMMER / TRAINER / AVAYA, NORTEL VOIP Vast experience in the telecommunications industry, conducting extensive data collection, end-user and management training, designing station software for Avaya/Nortel CS1000 VOIP, system and station software for new Nortel Option 11 thru 81C and Norstar PBX telephone systems, including call routing (BARS), Automatic Call Distribution (ACD), Voice Mail (Call Pilot), Automated Attendant; customer orientation, help desk management, tracking work orders, designing, scheduling, implementing and coordinating adds/moves/changes/repairs to existing systems; excelled in customer service at all levels. Federal Government security clearance. PROFESSIONAL EXPERIENCE TELECOM SUPPORT SPECIALIST Apr 2008 – Oct 2011 Highwire Networks, New York, New York (Contract) Client: Avaya Government Solutions for the Social Security Administration, U.S.A. Played a pivotal role in the implementation of Avaya/Nortel Government Solution’s pioneer Telephone System Replacement Project, the nationwide integration of the Social Security Administration’s new VOIP telephone voice (CS1000) and data network. Reviewed new S.S.A. VOIP TSRP network applications and specific Avaya/Nortel call routing and telephone applications with managers and supervisors at over 100 S.S.A. offices Assessed each office’s existing telephone system design, call flow, automatic call distribution (ACD), menu applications, call handling; end-user’s telephone features, line appearances, functionality, call coverage and unique applications; voice mail and telephone trunking, which were all optimized in the new VOIP network Created and submitted databases, site surveys and floor plans to Avaya/Nortel programmers, engineers, installers, vendors and management to meet strict cutover deadlines Ordered, assembled, registered, programmed, connected and tested Avaya/Nortel CS1140E IP telephones, headsets and key expansion modules at each office Customized, scheduled and conducted end-user IP telephone training based on user’s unique functions, call coverage and features, including UM2000 voice mail, automatic call distribution, Softphone (employees with visual and audible disabilities) and ancillary equipment for receptionists and interpretation services, achieving excellent ratings from all levels. Created individual, class-specific User Guides to meet more PATRICK J. O’BEIRNE VOICE TELECOMMUNICATIONS practical, applicable, efficient and time-saving objectives for 3,000 users Conducted Management Information Administration training with managers and supervisors at each office to monitor call traffic and call accounting, to manage voice mail, call flow and agent status, to retrieve reports from each and to record office menu greetings Submitted training delivery reports, satisfaction surveys and installation acceptance documentation to Avaya/Nortel Government Solutions and Social Security Administration TELECOM SUPPORT SPECIALIST Dec 2000 – Apr 2008 The Woods Group, New York, New York (Contract) Client: Shared Technologies at the Bank of New York Mellon Verigent, Moorseville, North Carolina (Contract) Clients: United Bank of Switzerland (CT), the Lawrenceville, N.J. Public School District, and the N.J. State Department of Medical and Veterans Affairs Apex Systems, New York, New York (Contract) Client: Verizon Customer Education and Analysis Center Shared Technologies, (formerly MCI/Worldcom, Inc.), New York, New York Copeo, Inc., New York, New York (Contract) Client: Nortel Networks at Deutsche Bank Conducted customer orientations, presentations and database collections with users and supervisors Configured and programmed system and station software for new Nortel Option 11 thru 81C PBX telephone systems, including system-wide and station TNs, DNs, telephone features and Meridian Voice Mail (Call Pilot), and for adds/moves/changes/repairs to existing systems Ordered, tracked, dispatched and coordinated adds/moves/changes/repairs to existing Nortel systems thru to completion and client's satisfaction Created and submitted databases, site surveys and floor plans to Nortel programmers, engineers, installers, vendors and management to meet strict cutover deadlines Trained users in the operation of their new Nortel telephones, M2250 attendant consoles, ACD telephones (Call Center), Meridian Voice Mail (Call Pilot) and ancillary equipment, with excellent ratings from management and users Coordinated simultaneous projects with carriers, vendors, installers, cable pullers, technicians, programmers and trainers to meet deadlines and ensure continuity of client's telephone service, including networking major financial institutions, government agencies, hospitals and hotels Reconfigured major financial institution’s numbering and dialing plan from 4 to 7- PATRICK J. O’BEIRNE VOICE TELECOMMUNICATIONS digits for new Nortel PBXs, associated voice services and world-wide voice network Managed Help Desk, immediately addressing end-user telephone problems, questions and complaints and resolving them expeditiously. Reduced trouble-ticket resolution time by 30% Updated and maintained the client's telephone directory, voice mail and inventory SYSTEMS DESIGN SPECIALIST NextiraOne, Inc. (formerly Nortel Communications), New York, NY Aug 1988 - Aug 1999 Conducted customer orientations, presentations and database collections with users and supervisors Designed, configured and programmed system and station software for new Nortel Option 11 thru 81C and Norstar PBX telephone systems, including trunking, routing (BARS), terminal numbers (TNs), directory numbers (DNs), telephone features, and Meridian Voice Mail (Call Pilot), Automated Attendant, ACD and for adds/moves/ changes/repairs to existing systems Created and submitted databases, site surveys and floor plans to Nortel engineers, installers and management to meet strict cutover deadlines Ordered Nortel telephone, PBX and ancillary equipment required for each of the client’s cutovers Trained over 8,000 users in the operation of their new Nortel telephones, M2250 attendant consoles, ACD telephones (Call Center), Meridian Voice Mail (Call Pilot) and ancillary equipment Generated tens of thousands of dollars in revenue for Nortel, completing otherwise overdue projects as the on-site S.D.S. at Beth Israel Medical Center (N.Y.C.) and Montefiore Medical Center (Bronx, N.Y.) Reconciled client’s existing telephone services for optimization in the new Nortel PBXs Managed Help Desk, immediately addressing end-user telephone problems, questions and complaints and resolving them expeditiously Professional Certifications Management Information Applications (C.C.M.A.), S.S.A. certified Nortel X11 and Norstar Systems Administration, NT certified Nortel Basic Alternate Route Selection (BARS), NT certified Nortel/Meridian Voice Mail Systems Administration and Application, NT certified Nortel 1 ACD A/C2 Administration, NT certified Nortel Administration Tools (MAT), NT certified PATRICK J. O’BEIRNE VOICE TELECOMMUNICATIONS Software Applications MS Office, Microsoft Word, Excel, Outlook; ProComm Plus; Monies, Remedy and TMS. Education Bachelor of Science, Business Management, Saint Francis College, Brooklyn, NY ROSE COOLEY HELP DESK SUPPORT Objective: Help Desk Support Services Summary: Oversee the daily performance of computer systems Answer User inquiries regarding computer software and hardware operations to resolve problems Set up equipment for employee use, Imaging computers to company’s proprietary applications; ensuring proper installation of cables, operating systems, or appropriate software. Entered commands and observe system functionality to verify correct operations and detect errors. Referred major hardware or software problems or defective products to vendors or technicians for service. Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities Developed training materials and procedures, or train users in the proper use of hardware or software. Ability to learn new processes and procedures. Professional Experience: American Jewish World Service, New York, NY 2/10-4/10 Computer Helpdesk Consultant Configuring Blackberry Setups via BES management server, updating computer and program applications, setting up workstations. Inventory tracking and computer repairs. Network-patching, configuring Shortel VOIP and call managing system. Managing Track-it 8 Helpdesk system, assigning work orders and troubleshooting technical issues with end-user computers and applications. ROSE M. COOLEY HELP DESK SUPPORT Sidoti Research, New York, NY Junior Network Support Technician 4/08-11/09 Creating Accounts in Active Directory, passwords, profiles, home drive and folder security settings. Backup of User Shared and MS Exchange on the Quantum Supper Loader III Backup Executive utilizing Symantec software; Surf control, intranet, MX Logic Spam, and IM management. Setting up Blackberry from Blackberry server, Avaya phone setups, workstation setups and imaging and configuring computers with organization propriety software applications. Corporation for Supportive Housing, New York, NY User Support Specialist 6/06-3/08 Managed Helpdesk utilizing Track-It software application for 135 users; first line of defense for an IT department consisting of three people. Maintained and recorded pc inventory purchases, database, software licenses and asset management; imaged, configured, assigned asset tags, configuration of desktop/laptops and remote access support. Published bi-weekly IT Tips and Tricks updates, assisted with End User trainings of Company proprietary and new applications. Clarendon Insurance Company, New York, NY Help Desk Level II Desktop Support 3/06-6/06 Training end-users in using Nexus Virtual Desktop application and adjusting to new application process to work from home. Entering trouble tickets for all issues into the helpdesk tracking system and addressing assigned helpdesk tickets in a timely fashion using TrackIt ticket system. Creating user accounts, password changes, group assignments and setting network printers. ROSE M. COOLEY HELP DESK SUPPORT Spherion Technologies/TAP Pharm, Plainfield, NJ IT Consultant/Wireless Support 1/06-3/06 Altaris imaging of legacy laptops with Windows XP and transferring file and folder information onto re-imaged unit or new Dell D410 and IBM ThinkPad’s. Racking network equipment, running cable, installing wireless cards, and VPN networks, hard/soft tokens and working with remote applications, Quality control and production knowledge and procedures. Kforce Technology/AT&T, New York, NY Desktop Support – Blue Current/UBS Projects 11/05-6/06 Refreshing legacy laptops and desktops with Windows XP imaging and transferring files, folders and applications to new IBM, Toshiba and Dell Latitude D610 wireless laptops or GX260 and 280 desktops. Deployment of patches, migration of files and folders, Outlook migration, setting up accounts in Active directory and mail servers, installation of Altaris imaging and configuration of virtual networking programs for over 1,500 users. Installation and support for MS Word, Excel, Outlook, Market Browsers. Lloyd IT/Fordham University, New York, NY Helpdesk Analyst 8/05-11/05 Trouble shooting connectivity to Cisco Clean Access for 10,000 users needing support. Magic Web resolution ticketing and escalating to next level of support, issues that are not resolved by Help Desk Analyst. Use of Lotus Notes, Hyper Track, TCP/IP Configuration, Installation of Clean Access Manger, Virus and Adware protection. 100% Telephone Support and customer service. Technical Skills: Operating Systems: Windows 95/98/NT/2000/XP/Vista ROSE M. COOLEY HELP DESK SUPPORT Software: Outlook, MS Office 2003, Acrobat, Track-It 7.0 and Enterprise, Internet Explorer, VNC, Acronis imaging of company’s proprietary applications installation and configuration, Hardware: IBM Compatible PC’s, Dell Optiplex Desktops, Compaq Desktops, Laptops, Toshiba, IBM Think Pads, Dell Latitude D610, Dell Latitude D600, C400, GX280, HP and Epson scanners and printers. Installation: Professional 2000 Server, 2003 Server, Active Directory, DHCP, Track-It 7.0, Track-It Enterprise, Quantum Super Loader III back -up executive, Blackberry Server, Surf Control and Avaya telephone setup, Microsoft Office applications, the Internet and networking Others: TCP/IP, HP Laser Jet Printers Technical Skills: Operating Systems: Windows 95/98/NT/2000/XP/Vista Software: Outlook, MS Office 2003, Acrobat, Track-It 7.0 and Enterprise, Internet Explorer, VNC, Acronis imaging of company’s proprietary applications installation and configuration, Hardware: IBM Compatible PC’s, Dell Optiplex Desktops, Compaq Desktops, Laptops, Toshiba, IBM Think Pads, Dell Latitude D610, Dell Latitude D600, C400, GX280, HP and Epson scanners and printers. Installation: Professional 2000 Server, 2003 Server, Active Directory, DHCP, Track-It 7.0, Track-It Enterprise, Quantum Super Loader III back -up executive, Blackberry Server, Surf Control and Avaya telephone setup, Microsoft Office applications, the Internet and networking Others: TCP/IP, HP Laser Jet Printers ROSE M. COOLEY HELP DESK SUPPORT Education: 2005 - Linux, Security +, Hacking Defined and Checkpoint Training –New Age Technologies, New York 2003 -Microsoft MCSA and A+ Training-CPLC, New Jersey 1998 Bachelor of Science Degree, Marketing- Jersey City State College VENUS SANCHEZ TRAINING SPECIALIST EXPERIENCED TECHNICAL TRAINER, EFFICIENCY EXPERT & HELPDESK TECHNICAL TEAM LEAD Delivering Value through Technical Training & Support, Innovative Solutions & Superior Customer Satisfaction Summary Accomplished Technical Team Lead, Technical Application and Hardware Trainer with extensive experience training, troubleshooting & documenting software, hardware, networks, and print devices, as well as application configuration, and system maintenance techniques. Strong focus on training in Microsoft Office (2003/2007/2010) technologies and Windows based environments while positively affecting bottom line and group performance. Proven professional project leader with a record of success in software training, supporting and managing technical projects for a wide range of networks, applications, and business operations. A top-performing team leader and individual contributor, able to function in any role to achieve and exceed project goals. Demonstrates remarkable ability to learn new technologies & key applications/ hardware quickly in order to implement successful training, support and business procedures that raise the level of productivity & efficiency personally and on a departmental and company-wide scale. Creative problem-solver and effective communicator possessing strong interpersonal and goaloriented training skills. Hardworking individual with high levels of professional dedication, skilled in building long-term associations through attention to detail, subject matter proficiency, personal commitment, and technical knowledge. Exceptional client service delivery and committed to positive relationship building within and outside of the organization/dept. Recognized with numerous awards from employers for exceptional performance, outstanding customer service, and effective training and leadership abilities. Consistently able to enhance organizational efficiency, accelerate performance, and improve productivity thru effective training and quality course-ware, realizing cost savings for the enterprise. In-Depth experience in technical training of Microsoft Office Suite, writing, course development, instructional design and resource coordination. Expertise in classroom, remote, or web-based training and the creation of instructional material, reference cards/materials, management of special-needs teaching aids and equipment, manuals and user guides VENUS SANCHEZ TRAINING SPECIALIST Professional Experience Showtime (CBS), NY, NY July 2011- Oct 2011 Microsoft Office 2010/ Windows 7 Trainer & Software Migration Support Corporate Trainer for Microsoft Office and Windows technologies. Responsible for creating training documentation and presentations to support the migration of 150+ users from a Windows XP/Office 2003 environment to the Windows 7/Office 2010 environment Provide software and hardware support and testing for issues related to the transition from the previous OS and Office Suite to the new products including creating documentation for completing application processes in the new environment. Increased training availability and participation by 35% through commitment to producing and managing training courses that accommodated the ever changing and past paced business environment which limited standard class participation in a media rich business environment. Created strategic business relationships with Senior Managers and Executives to emphasize the importance of allotting time for departments and groups to engage in training opportunities that would enrich the level of service employees would provide when training practices and methodologies are effectively implemented. Ability to utilize training abilities to direct users in the correct and efficient utilization of all business software and hardware to exceed desired personal and departmental goals in a timely manner National Basketball Association, Secaucus, NJ Jan. 2008 – July 2011 Helpdesk Analyst/Technical Trainer Support, troubleshoot and provide training on multiple applications, including Microsoft Office Suite (MS Word 2003/2010, Excel 2003/20010, PowerPoint 2003/2010 , Visio, etc), Adobe products, Lotus Notes and Internet browsers as well as proprietary company specific software, web-based plug-ins and instant messaging applications. Provide remote / desktop, hardware and networking support in addition to configuring and maintaining user accounts/passwords to access multiple corporate local (intranet) and remote resources. VENUS SANCHEZ TRAINING SPECIALIST Ability to utilize training abilities to direct users in the correct and efficient utilization of all business software and hardware to exceed desired personal and departmental goals in a timely manner. Monitor Helpdesk Hotline, Email/Voicemail Queue Management, IT Related Outage management and corporate-wide notification. Consistent productivity in the application of remote assistance and technical training abilities related to software and hardware issues as to limit redundant issues. Ability to work alone or within a group to accomplish departmental goals including special projects and cross-support in a Desktop environment. Recognized for outstanding customer service, training capabilities and the utilization of analytical abilities to proactively discover, provide solutions, document and commence training on issues which may affect the user community from a current and pro-active perspective. Mercedes Benz, Montvale, NJ Helpdesk Analyst October 2007 – Dec 2007 Provide remote support & technical training for software, hardware, and networking applications/configurations in addition to maintaining user access accounts and web-based resource passwords. Support and troubleshoot multiple applications and hardware, including Microsoft Office Suite, Adobe products, Lotus Notes, Internet browsers, web-based plug-ins, messaging software, proprietary company software, Helpdesk ticketing system and technical document management. Recognized for outstanding customer service. Utilized analytical abilities to proactively discover document and provide solutions to issues from a technical and training perspective thus allowing the user community to manage application needs in an efficient way and limit the need for re-training on standard products (Microsoft Office / Lotus Notes / Proprietary Applications / Print Devices / VPN Client) The Systems House Inc. Clifton, N.J. July 2006 – October 2007 Junior Network Administrator and Technical Support Representative Updated software, licensing, and configurations for various security, protocol, and e-mail products in addition to creating tutorial documentation and videos communicating software and hardware technical concepts and procedures. Improved customer retention and client satisfaction by developing tutorials and training videos for internal software and hardware products, as well as providing superior customer service. VENUS SANCHEZ TRAINING SPECIALIST Configured remote networks to internal network through firewall and completed server connectivity / setup for access to system and network resources including email, inventory, reporting modules and etc. Maintained data backups and restoration for internal and external network data. BDI Laguna Inc. Hackensack, N.J. January 2001 – July 2006 Marketing Analyst / Data Manager Supported several online stores, including inventory management, writing product and technical copy, introduced new products, promotions, and pricing while managing all backup procedures, data transfers, and troubleshooting. Interviewed and Trained employees. Continuously researched trends and methodologies to increase workflow efficiency, reduce errors, and provide quick resolution to virtually any issue. Decreased time to respond to inquiries by implementing key error-limiting processes while cocreating a database-driven process to aggressively disseminate product specifications to national customer account base. Education Bachelor of Applied Science, Telecommunications Management DeVry College of Technology New Brunswick, NJ (Ongoing) Phi Theta Kappa Honor Society Member Business Technologies, PC Repair & Maintenance, Leadership Trainer Vocational Certifications Edison, NJ (Graduate) Student Government President Leadership Trainer Business/Campus Jr. Residential Advisor Student Advisor Campus-Wide Certified Professional Coach (CPC) Certified Executive Leadership Coach (Ongoing) VENUS SANCHEZ TRAINING SPECIALIST Certifications CompTIA A+ Certified Computer Technician / CompTIA Network + Certification / Microsoft Certified Professional (MCP) / Word Processing / Certificate for Reception & Business Administration, Certified Professional Coach (CPC), Certified Executive Leadership Coach (CELC) 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com FACTOR 4 PAST PERFORMANCE “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Name of Agency: Department of Homeland Security Customs and Border Protection (CBP) Network Architecture & Engineering Task Point of Contact: Josh Rabinowitz 7681 Boston Blvd., Springfield, VA 22153 Tel: 1-571-437-8891 Email: Josh.Rabinowitz@Qinetiq-NA.com Role: Subcontractor Project Description: Network Engineering Branch Network Planning – TNI currently provides IT strategic planning for the terminal emulation replacement project. This project will allow all DHS components to have the same desktop emulator to access mainframe applications. TNI also make recommendations to internal tables and structure of Network Information Management System (NIMS) to support CBP business program offices. TNI is in the process of developing plans to support mainframe desktop emulator to secure desktop client to the CBP mainframe with Transport Layer Services v.1.0. Network Analysis - TNI provides critical information and recommendations to CBP business offices concerning the need for network design for CBP mainframes and UNIX and VM servers. This includes recommendations on the structure and analysis of how NIMS will support the application mission for CBP business offices. In the Network Security Operations, TNI provides comments and makes recommendations on the requirement definition and analysis of a secure system from the perspective of the design, deployment, management, and maintenance of network security and expansion. System design and development – TNI supports the design of the network infrastructure and the architecture of DHS/CBP enterprise environment. In addition, TNI provided Local Area Network computer systems integration, design services, and network systems integration for DHS and CBP. TNI supports business offices requests for new network design and requests from Change Management staff to test and develop the network and software to support the program office projects. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Integration and Implementation – TNI provides integration support to DHS/CBP Security Operations Center with Firewall hardware and software engineering in order to secure access to DHS and CBP network services. TNI assisted with the configuration, implementation and maintenance of the Bluecoat Proxy security appliances to support Internet connectivity. TNI troubleshoots network routing issues for DHS and its components. -----------------------------------------------------------------------------------------Name of Agency: Department of Homeland Security Customs and Border Protection (CBP) Network Architecture & Engineering Task Point of Contact: Ramona Gomez 7681 Boston Blvd., Springfield, VA 22153 Tel: 703-921-6624; Fax: 703-921-6281; Email: Ramona.Gomez@Qinetiq-NA.com Role: Subcontractor to Qinetiq-North America Project Description: Network Operation Center TNI also provides additional support services to CBP in Operations and Maintenance: - - Maintain smooth operation of local area, wide area and virtual private networks (VPN) supporting our customers in solving mission critical technology challenges of national significance. Provide remediation and resolution to escalated networks issues pertaining to the CBP network. Responsible for ensuring that the network traffic that must pass in the most optimal, error-free, and fast method. Provide Tier 3 technical support, experience in routing protocols such as BGP, EIGRP, OSPF. Provide support of firewall Bluecoat Proxies and AV’s, Cisco routers and Switches. Knowledge of Cisco PIX appliance and FWSM and Cisco content Switch Module. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal” 7111 Allentown Road Suite 202 | Fort Washington, Maryland 20744 | Office: (301)-449-5595 | Fax: (301)-449-5596 | DUNS# 125305230 | Website: www.totalnetworksinc.com Firewall Engineering Support – TNI provides Protection Support of the CBP Firewall Engineering Support Team. Provide internal support of the EIGRP and BGP routing, and internal support for layer 2 and layer 3 switching. TNI operate and optimize existing Cisco network interconnecting multiple datacenters, configure ACL security policies in existing Cisco equipment, provide advance technical direction and leadership to the lower level CBP network administrators/engineers through the planning and implementation processes. TNI also provides functional and empirical analysis related to planning, design, installation and implementation of the network infrastructure, and works with end users and vendors to resolve network issues. -----------------------------------------------------------------------------------------Name of Agency: Public Defenders Service for the District of Columbia Point of Contact: Public Defender Service 633 Indiana Avenue, N.W. Contracting Officer: Stanley Carr Tel:202-628-1200 Fax: 202-824-2423 Email: scarr@pdsdc.org Role: Prime Contractor Project Description: Wireless Local Area Network Analysis, Design and Implementation Total Networks, Inc (TNI) conducted a site survey, analysis, and implementation of a new Wireless Local Area Network for the District of Columbia Public Defender Service two sites the client site and remote site. TNI completed a detailed site survey diagramming the location of where all the Access Points (AP) devices will be installed. The site survey gave a clear and concise solution in determining the optimal location and quantity of Wireless Access Point (WAP) devices. During this project, TNI provided Cisco Smartnet equipment to the client and recommended and installed a deployment of 29 Access Points (APs). TNI install and test cabling, wireless controllers, and WAP devices. Also, TNI configure wireless controllers as well as test the client’s Local Area Network for internet access and the client’s internal resources. Our Engineers provided detail documentation to all the wiring and the wireless controller configuration. TNI made final recommendations after installation for a controller redundancy for future investments to the client IT infrastructure. “Use or disclosure of the information contained on this page is subject to the restrictions contained on the title page of this proposal”