Technik provided contractor support to U.S. Department of Veterans Affairs (VA), VA Office of Information & Technology (OIT) to maintain and enhance the numerous information systems supporting current local and nationwide operations and the associated infrastructure. The service support was for the Research & Development (R&D) services under the Office of Research and Development (ORD), as well as the nationwide individual field-based local research offices.
Project Accomplishments
Project accomplishments and associated activities are described below.
Technik provided the following to the VA, OIT:
- Telecommunication support, maintenance and management of the computing center, all of its peripherals, and documentation in accordance with Capability Maturity Model (CMM).
- Oversaw the operation and monitoring all equipment in the computer facilities.
- Installed, configured, administered, maintained and upgraded the operating systems utility software of the network servers.
- Administered, maintained, documented and supported all network components.
- Monitored the Wide Area Network (WAN) and operation of the data communications connections (Cisco routers, switches and intrusion detection systems (IDS).
- Developed/revised emergency procedures for all conditions that required a shutdown of the computer facility.
- Provided problem resolution and helped the nationwide user community with RDCC (Research and Development Computing Center), hosted systems and applications.
- Provided life cycle support services for VHA ORD’s Office of Management and budget (OMB).
- Planed, designed, enhanced, implemented and maintained all server/network application projects.
Task 1: Help Desk Support
Technik provided the following:
- Provided help desk services for call in problem reports and resolved any or all issues within a four-hour period or assigned the work order appropriately and expeditiously.
- Provided customer support for the RDCC and ORD hosted business applications, including inquiries relating to operation of RDCC and ORD – supported applications and user accessibility needs.
- Processed all new users’ requests through the ISO and network administrator and ensured the proper new user documentations were completed before providing user access to RDCC applications.
- Provided telecommunication support, maintenance and management of the computing center, all of its peripherals and documentation in accordance with Capability Maturity Model (CMM).
- Oversaw the operation and monitoring of all equipment in the computer facilities.
- Provided problem resolution and help to the nationwide user community with RDCC hosted systems and applications.
Task 2: Systems Administration
Technik provided the following:
- Operated the RDCC Computer facilities and supported all the information systems necessary to ensure the availability of network servers and workstations.
- Significantly enhanced existing functionalities and usefulness of the business and systems applications.
- Planned, designed, enhanced, implemented and maintained all server/network application projects.
- Ensured that available resources were utilized in the most efficient manner to accommodate programs processing requirements without unnecessary delays.
- Verified user system identity, access and authorization to systems.
- Responded to requests from ORD for technical assistance relating to system proprietary software and made determinations in a combined effort to support the end user.
- Installed software patches, program updates and program temporary fixes (PTFs), service packs after obtaining permission of the appropriate government official.
- Tested all newly installed and other proprietary software patches, program updates, service packs in accordance with established VA Government standards.
- Administered, maintained, documented and supported all network components.
- Monitored the Wide Area Network (WAN) and operation of the data communications connections (Cisco routers, switches and intrusion detection systems).
- Developed/revised emergency procedures for all conditions that require a shutdown of the computer facility.
Task 3: Management Support
Technik provided the following:
- Provided life cycle support services for VHA ORD’s Office of Management and Budget (OMB) 300 business case, including development of project plans, management plans, cost-benefit analysis, earned value management, risk management plans, information security implementation of selected solution and report to oversight officials within the VA.
- Provided an approach for a transition which should include a timeline, and minimizes cost to the government.
Task 4: Reporting Requirements
Technik provided the CO with weekly and monthly Progress Reports. These reports reflected status as of the last day of the preceding reporting period. These Progress Reports covered all work completed during the reporting period, the status of milestones, the meetings with Business units, and work planned for the subsequent reporting period. The report also identified risks and their mitigation strategies.
Overall Performance: Excellent
Delivery: Technik adhered to all deadlines and produced deliverables in a timely manner.
Cost Control: Technik performed within cost and budget.
Corrective Actions Taken: None
Technologies Used
Technologies used include: Veterans Health Information System (VistA), ClearQuest, ProPath, Primavery, Remedy, Java Platform, Enterprise Edition(J2EE), Microsoft (MS) SQL Server