EPA-NY-FINAL-Binder2.2

Transcription

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
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.
Page 2
Page 3
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
Page 4
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
Page 5
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.
Page 6
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.
Page 7
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
Page 8
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
Page 9
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.
Page 10
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
Page 11
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
Page 12
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.
Page 13
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
Page 14
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
Page 15
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
Page 16
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.
Page 17
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
Page 18
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
Page 19
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.
Page 20
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.
Page 21
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
- 
- 
-







- 
-




Page 22
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
Page 23
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
Page 24
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.
Page 25
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.
Page 26
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.
Page 27
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.
Page 28
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.
Page 29
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
Page 30
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.
Page 31
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.
Page 32
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!
Page 33
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
Page 34
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
Page 35
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
Page 36
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;
Page 37
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.
Page 38
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
Page 39
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.
Page 40
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.
Page 41


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
Page 42
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.
Page 43
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
Page 44
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.
Page 45
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
Page 46
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
Page 47
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.
Page 48
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
Page 49
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
Page 50
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
Page 51
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
Page 52
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
Page 53
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
Page 54
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
Page 55
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.
Page 56
PROJECT AND KEY PERSONNEL
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.
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.
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.
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.
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
(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
(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
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.
NEWSWEEK MAGAZINE
07/06-12/06
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
CITIGROUP
01/05 -12/05
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.
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.
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.
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.
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
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
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)
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
(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
(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
(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.
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
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
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
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
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
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
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
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)
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
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
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
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.
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
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-
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
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.
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)
FACTOR 4
PAST PERFORMANCE
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: [email protected]
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.
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;
Role:
Subcontractor to Qinetiq-North America
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.
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
Role:
Prime Contractor
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.

EPA-NY-FINAL-Binder2.2

Transcription

Similar documents

Your Tahitian Noni International Business Guide

The 2012-2014 Report of Gifts to ISB is available here

FOR LEASE 4023 State Street

Additional Information 2 - Attachment - 3

An EPA War on Coal?

here - International School of Brussels

AGI Remote Access Guide - Allianz Employee Remote Access

Standardization of release of dangerous substances in construction

Inside the Times 2.indd

Featuring private in-suite swimming pools