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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

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Help Desk

Tier 1, Tier 2 and Tier 3 Help Desk Support.

• • • 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.
    • Generated performance metrics reports to evaluate volume, ticket resolution times, percentage of tickets closed at each Tier level, trends in system/network problems and fixes, and customer satisfaction.
    • Support staff employed the Microsoft Remote Desktop Support Tool to virtually tap into multiple sites; with 1,200 incidents reported monthly, we had a 99% resolution rate. 9 Help Desk Technicians each handle an average of 133 incidents per month.
    • Help Desk support staff at WHASC used the DameWare Remote Support tool; Eight Help Desk Technicians support users in 18 facilities on Lackland Air Force Base; 750 incidents reported monthly.
      Technicians routinely provide users with “How To” training such as over the phone instruction on setting folder permissions and using printer functions
    • Coordinated with Tier 1 and Tier 2 for all system, development, and software changes impacting end user support and update help desk SOP’s as appropriate.
    • Provide Tier 2 and Tier 3 IT support, to include troubleshooting. This responsibility comprises all issues escalated from Tier 1 support, as well as escalating trouble tickets to Tier 2, Tier 3, or the appropriate team/individual as required by service desk processes.

Networks

• • • Our support staff employed the Microsoft Remote Desktop Support Tool to virtually tap into multiple sites.
    • Helped with System monitoring, security monitoring, troubleshooting, Backup operations, upgrades, and updates.
    • Provides network support that includes network design, network policy dissemination, performance monitoring and fault management, data analysis, identification of potential problems and recommendation of engineering solutions for these problems; and network architecture design and development

NIPRNet/SIPRNet

• • • Our Customer Service Center IT Technicians provide technical support by deploying new equipment, software and hardware across 4,200 devices under the NIPRNet system and the classified SIPRNET workstation.
    • Our operational desktop support includes maintaining the inventory of legacy hardware for the NIPR Net and SPIRNet systems
    • Our administrative staff maintains logs, maintenance records, inventory lists, licenses, and hard copies and electronic records for all 4,200 unclassified systems and the classified SPIRNET workstation.
    • Used Host Based Security System (HBSS) point products to monitor, detect, and defend the DoD and AFNET computer networks for all 1,200 NIPRNet and SIPRNet systems.

LAN/WLAN Upgrades

• • • Provides world-wide medical systems network, (to include wide area wired local area, and wireless local area networks) infrastructure review, design, installation, modernization, and overall program support to the Defense Health Agency (DHA) and their partners, including all Department of Defense (DoD) and Armed Forces.
    • Reviews all Contract Technical Data Packages (CTDPs) including the vendor Performance Work Statement (PWS), Electronic List of Materials (ELOM) and Installation List of Materials (ILOM), for Cable Plant Upgrades, needed to contract for installation of the approved network design.
    • Perform Cable Abatement and Assessments.
    • Provides the pre-configuration files for both LAN and WLAN for an easy integration into the newly proposed or upgraded network. Ensures that configuration files meet the current DISA Security Technical Implementation Guide (STIG) requirements.
    • Design, installation, and sustainment of the LAN/WLAN at 50 hospitals/inpatient facilities and 425 military medical clinics supporting military healthcare (i.e., production and deployment phases of the acquisition lifecycle) across CONUS and OCONUS locations.

Software Maintenance 

• • • Technical Infrastructure Support that includes monitoring, incident response, maintenance, patching, and compliance on all DMEA unclassified and classified secret information systems.
    • Provided administrative and procedural support for the DHSS Configuration Management (CM) process, with emphasis on using automated tools (i.e., Serena Team Track), to manage the documentation and vetting of system enhancements via Change Requests (CRs) and Engineering Change Proposals (ECPs).
    • Design and deploy an enterprise methodology for planning and executing change and configuration management with integrated governance and IA controls.

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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 Readiness Agency (AFMRA) (Formerly Air Force Medical Operations Agency (AFMOA))

    Project: Medical Systems Infrastructure Modernization (MSIM) Technical Services

    Project: Information Technology (IT) Services Desk Support Operations

    

    Defense Microelectronics Activity (DMEA)
    

    Project: Information Technology Support Services 

    

    Defense Health Agency (DHA)

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