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Other Information Technology Services, Not Elsewhere Classified (FPDS Code D399)
IT Helpdesk Design and Implementation
ACT personnel have expertise in the creation of a centralized Helpdesk for our customers. We identify the preliminary requirements necessary to establish a Helpdesk and evaluate, select, install and configure all components of the selected Helpdesk software to facilitate the use of this resource, within a rapid prototype development environment. ACT trains Helpdesk personnel on the selected software, and provide systems administration support to maintain a high level of efficiency in the daily use of this tool. This support includes creation of user accounts, technician accounts, managing data, creation of reports, administration of the databases and associated indexes, and refining the Helpdesk process to streamline call-answer-response times. In addition, we provide senior technical support for workstations, LAN/WAN, software and hardware, UNIX Internet/Intranet, and training to support end-users in response to trouble calls.
For existing Helpdesk operations, ACT provides crucial engineering for upgrading and redesigning the Helpdesk Management facility. The redesign may include monitoring the existing performance of the helpdesk management tool; documenting deficiencies found and required system level improvements, and evaluating all criteria. The results of this analysis are folded into a requirement identification document. This analysis and monitoring allows (if necessary) for the selection of a more robust helpdesk management application, which has allows for streamlining the workflow and call/answer issue ticket process. ACT provides guidance configuration management, systems administration, and troubleshooting of day-to-day system and interface operational issues as they affect the IT Service Center Helpdesk Management facility operation.
ACT provides centralized supervisory level, tier 1 and 2 support for a multi-user LAN/WAN environment for our customers. Tier 1 and 2 level support encompasses the positions of Helpdesk Management, Team Leaders, Helpdesk Technicians/PC specialists, and Systems and Network Administrators. This centralized helpdesk support includes the administration of a helpdesk management software application and LAN/WAN technicians who exercise various troubleshooting methodologies to resolve hardware, software and communication errors. Troubleshooting strategies are applied to Novell Netware® 3.X, 4.X, Windows NT®, and various UNIX operating environments and networked file servers. Support for client workstation platforms included MS-DOS, Windows® 3.X, Windows® 95, 98, and NT® workstation. Currently ACT is experienced in the conversion of workstations from DOS and Windows® 3.1 to the Windows® 95, 98 and NT® environments.
ACT Helpdesk personnel perform troubleshooting for end-user client workstation, server administration, configuration management and problem resolution support. We serve as problem resolution specialists with an ear to the pertinent issues at hand, which affect the day-to-day operations of a Helpdesk/Service Center Facility. Our support includes coordinating, dissemination and resolution of trouble tickets, LAN Administration, Internet, Customer developed application and integration, and End-User Client Workstation troubleshooting and Software Assistance. Other Helpdesk support provides for both Tier 1 and Tier 2 configuration and troubleshooting of hardware and software issues as they affect Internet access, peripheral device configuration, interoperability issues and network access, IPX/SPX and TCP/IP interfaces.
ACT is a corporate member of Helpdesk 2000® and has personnel who are Certified Helpdesk Directors, Managers and Professionals.
Internet Design, Development and Maintenance
From the onset of customer interest in pursuing Internet connectivity, ACT personnel have been instrumental in the rapid prototype and development of an Internet access capability for our customer's infrastructure. With our customer's Internet presence firmly established, ACT is involved in the design, testing and implementation of all aspects of Internet, Intranet and Extranet capabilities. We provide centralized leadership for the coordination and problem resolution for all support activities for administration support functions. ACT provides expert guidance to our customers for configuration management, systems administration, and troubleshooting of day-to-day system interface and operational issues. These issues affect both the internal and external access to the customer's Internet/Intranet/Extranet environments.
ACT assists our clients in the definition of requirements, selection of specific hardware and software components, and integration of the Internet/Intranet into their existing local and wide area network environments. We provide senior technical hardware and software systems administration for all Internet and Intranet related server and system application functions. Our configuration management activities include software, hardware and peripheral device installation and troubleshooting, and the development of implementation plan activities for phasing in new software/hardware designs and ensuring Year 2000 Compliance (Y2K). Significant Internet services available from ACT include the following:
Define initial Internet server user environment Coordinate an Internet access provider Set up initial World Wide Web (WWW) services Define and implement basic Internet security structure Complete the installation of end-user Internet access capability Configure SMTP and POP e-mail environment Develop Internet /Intranet Training Courses Conduct classroom and one-on-one Internet training for end-users.
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