Our experience and certified resources provide full IT services ranging from desktop support to diverse system and server management.  We design, develop, integrate, and offer the following customized solutions for your environment:

• Enterprise Network Management Systems (Tivoli and HP OpenView)
• Trouble Ticket Systems (Remedy ARS)
• Information Assurance
• Web systems development and management
• Desktop Services
• Diverse Systems Administration

We have a breadth of resources with the following certifications: MCP, MCSE, CCNA, CCNP, CCDA, MCDST, A+, NET+, and Dell Certified Service Technicians.

 

Enterprise Network Management Systems (Tivoli and HP OpenView)
SIM&S has provided network management services including design, development, support and enhancement for federal government customers for more than eight years. Our experience includes, but is not limited to:

• Network operations
• LAN, WAN, and MAN installation and engineering
• Wireless networking
• Storage Area Networks
• Network traffic analysis
• Voice Over IP (VoIP) implementation
• Rapid trouble resolution
• Security mechanisms
• Configuration upgrades/maintenance of domain controllers

We keep pace with changing technology, configuration upgrades, and security requirements and submit recommendations to the government for network enhancements. SIM&S designs network topologies and implements automated tools to monitor and manage networks. We design and develop network management systems that monitor voice switches for system-wide errors and capture client-screened messages and alert maintenance personnel of system problems. Tools used include HP OpenView network node manager, TelAlert, CISCO Works, and other traffic reporting tools like MTRG.

 

Trouble Ticket Systems (Remedy ARS)
SIM&S offers our customer 14 years of experience integrating Remedy ARS.  SIM&S implemented the first enterprise Remedy solution, Release 1.1, for NASA at Marshall Space Flight Center in Huntsville, AL.  The solution covers all NASA sites.   SIM&S designed and developed enterprise Remedy solutions for the United States Postal System, where over 10,000 trouble calls are fielded daily.  Our trouble ticket solutions, using Remedy ARS, have allowed SIM&S to become one of the small business leaders in implementing customized help desk solutions for the Department of Defense (DoD).   Our success in implementing Remedy ARS has taken us into the commercial sector with Verizon, BellSouth, and SwissCOM.  We work closely with our customers reviewing their business processes and performing process and reprocess engineering which enables us to partner with our customer to identify non-valued added resources increasing the rate of return on their help desk investment.    To facilitate cost savings and increase productivity, we use in-house tools to automate the workflow process through process re-engineering techniques. We are experts at implementing three-level help desk support for hardware and software systems. SIM&S takes a Rapid Application Development (RAD) approach when developing solutions for our customers.  We interview the teams and groups that are responsible for help desk operations.  We interview mangers and identify performance metric and develop a solution that satisfies their workflow demands.  Our solution aligns with Help Desk Institute standards.   SIM&S has developed enterprise Remedy solutions for the Geisenger Medical Center and clinics.  SIM&S specializes in designing, configuring, and operating IT Help Desk systems and has an excellent track record with government, DOD, and commercial entities. SIM&S provides Tier I and Tier II Help Desk services at Army sites. We conduct customer surveys, record and analyze the results, and report the metrics at quarterly reviews; the gathered data facilitate continuous performance improvement.

 

Information Assurance / Web Systems Development and Management
SIM&S has experience providing customized Web page consultation, design, programming, and management to meet a variety of customer mission requirements. We have technical expertise in Web page engineering services and management information systems using tools such as Macromedia Dreamweaver, Macromedia UltraDev, Adobe Photoshop, TopStyle, CAST Bobby, HTML, XML, Java, PERL and CGI, maintaining compatibility with a wide range of computing platforms and browsers while meeting customer policies and accessibility requirements for impaired users. Our Web designers build database structures, configure Web servers, migrate data, and develop administrative tools. SIM&S performs maintenance services such as ensuring security measures are in place and performing daily backups. SIM&S designers can create a Web environment with advanced utility, aesthetically pleasing features, and user friendliness. Dynamic pages are ASP- and PHP-driven with SQL Server and MySQL data handling tools.

 

Desktop Services
SIM&S is an experienced provider of managed services to the public, government, and DoD sectors. For customers such as DoD, we implement the full range of managed services from the desktop to the infrastructure in complex, distributed environments. The heart of our managed services practice is a proactive, integrated management approach that has the following objectives: reduce operating costs and downtime, enhance performance, and create opportunities for increased service delivery. Our experience has consistently demonstrated that process-driven services coupled with well defined responsibilities and experience that are actively monitored through service performance measurements, complemented by "front-line" execution and feedback, are critical success factors for managed services. Our knowledge and experience in planning and implementing managed services has allowed us to exceed customer’s expectations and provide a cost savings for Desktop Services. By baselining the existing IT architecture, which includes inventorying a customer's IT assets, we have the basis to implement a structured methodology for managed services that is characterized by repeatability and standard processes in the life cycle service delivery. This approach provides the framework for migration to a service delivery model. Establishing a program plan that defines specific hardware and software standards, technology upgrades, and refreshment deployments and strategies is the first step of planning and definition phase. Critical network topology designs and transition service activities are determined in this phase. The current IT infrastructure is baselined and stored in a Knowledge Management System. Automated asset tracking that begins as asset-identifying data is entered into an Enterprise Asset Management Database, an essential tool for desktop managed services. Sustaining client operations activities include system administration and network management; asset management; centralized, Customer Relationship Managed (CRM)-based help desk; and engineering support and training. Our objective is to implement enterprise system management using an integrated set of tool suites. For technology insertions and refresh, we use a structured approach that begins with formal planning based on transition team scripting, that emphasizes minimal disruptions to our client's work site, and ends with a final quality check. Importantly, our help desk, structured to meet ISO 9001 requirements, is viewed in operations as the " Solution Focused Center" wherein the help desk is the entry point and closure point for all end user assistance and is integrated with system administration and network management support. This integration of technologies facilitates the sharing and analyzing of data throughout all customer support requirements - a key strategy in advancing improved customer relationships and administration.

Diverse Systems Administration
SIM&S has provided diverse systems administration in secure and non-secure environments for more than 12 years, with a reputation for offering innovative approaches saving time and material for our customer. Our experience includes:

• System security administration
• Cross-platform applications support
• Email support
• Analysis and consultation
• Software troubleshooting
• Configuration management
• Systems analysis
• Database administration
• Data entry and migration
• Software deployment and engineering

We ensure the performance of our solutions by developing processes and procedures for system administrators. We make sure through our quality assurance program that administrators are responsible for duties that typically include:

• Morning checks of systems/software
• Performing backups of data
• Applying operating system updates, and configuration changes
• Installing and configuring new hardware/software
• Adding/deleting/creating/modifying user account information, resetting passwords, etc.
• Answering technical queries
• Responsibility for security
• Responsibility for documenting the configuration of the system
• Troubleshooting and reported any problems
• System performance tuning
• Keeping the network up and running

In larger organizations, some tasks listed above may be divided among different system administrators or members of different organizational groups. For example, a dedicated individual may apply all system upgrades, a Quality Assurance (QA) team may perform testing and validation, and one or more technical writers may be responsible for all technical documentation written for a company. In smaller organizations, the system administrator can also perform any number of duties elsewhere associated with other fields:

• Technical support
• Database administrator (DBA)
• Network administrator/analyst/specialist
• Application analyst
• Security administrator Programmer