Our Capabilities

• Help Desk Support & Cyber Security
• LAN, WAN, Wi-Fi Upgrades Worldwide
• Telecommunications Circuits
• Worldwide Network Operations & Sustainment
• Software License Management
• Network Infrastructure
• Communications
• Business-to-Business Gateway

Help Desk

TeAM currently provides Tier 1 Help Desk Support on two Air Force contracts:

• • • Air Force Medical Support Agency (AFMOA) Services Help Desk: TeAM supports the Air Force Surgeon General South and multiple senior staff, Air Force Drug Testing Lab and the Standard Treatment Record Cell – 900 users and 9000 end-user devices.
    • Wilford Hall Ambulatory Surgical Center (WHASC) Service Desk: TeAM supports Flag Officer, multiple Executive staff, and Technicians and Clinicians – 800 users and 7000 end-user devices. On both contracts TeAM staff isolate and resolve incidents at lowest level using multiple tools including the Remedy 7.1 ITSM solution.

Deskside Support

• • • TeAM’s support staff at the AFMOA Service Desk employ the Microsoft Remote Desktop Support Tool to virtually tap into multiple sites; 1,200 incidents reported monthly – 99% (1,185) resolution rate achieved; Nine Help Desk Technicians each handle an average of 133 incidents per month.
    • TeAM Help Desk support staff at WHASC use the DameWare Remote Support tool; Eight Help Desk Technicians support users in 18 facilities on Lackland Air Force Base; 750 incidents reported monthly – 82% (613) resolution rate achieved; average incidents handled per technician is 94.

“How To” Training Support

• • • TeAM’s AFMOA Help Desk technicians routinely provide users with “How To” training; For example, our staff assist users with over the phone instruction on setting folder permissions and using printer functions.
    • TeAM created a Transition Program Office and Master Training Plan to assist the Air Force in implementing a new medical coding standard that impacted 40,000 users; TeAM developed and delivered training courses as well as created “how-to” User Handbooks covering 20 specialty areas.
    • TeAM provides 33 training professional integrated with the staff and faculty at the Medical Education and Training Campus (METC) in San Antonio, Texas; Single source of all training for the enlisted military medical workforce providing 50 courses to 20,000+ students annually – heavy emphasis on practical “how to do your job” training.
    • TeAM staff support METC’s mission performance by establishing Training Requirements, conducting Instructional Systems Design, and providing Audio Visual Production and Graphics Support.

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    Past Performance

    TeAM has proven performance providing Technical Infrastructure Support services to numerous clients, including recent efforts with:

    

    Wilford Hall Ambulatory Surgical Center, 59th Medical Wing

    Project: Information Management (IM)/Information Technology (IT) Services

    

    Air Force Medical Operations Agency (AFMOA)

    Project: Medical Systems Infrastructure Modernization (MSIM) Technical Services

    Project: Information Technology (IT) Services Desk Support Operations

    

    Defense Health Information Management Systems (DHIMS)

    Project: Engineering Management Support

    

    Defense Health Agency (DHA)

    Project: Infrastructure and Operations (I&O), Program and Technical Management (P&TM)