SPI undertook the implementation for a very critical defense unit. This organization had various requirements. It required the installation and the configuration of PC workstations (OS of 2000, NT 4.x, Windows 9x, Win 3.x, OS/2, DOS). It also required troubleshooting and repairs to various PC's, peripheral devices, software for installation and configuration of PC peripherals. Loaded, configured, and troubleshot various software applications in networked, as well as stand alone, units. Performed various administrative tasks in a timely manner to document equipment inventory changes, customer contacts or repair services attempts. Performed tracking of software licenses loaded or uninstalled, resolution to PC trouble reports and timely close out or transfer of work orders.

SPI's professionals performed a variety of tasks in the technical areas discussed above, both in the field and through the use of remote control utilities from the central help desk area. Build, troubleshoot, optimize, and distribute file/auto packs in the Tivoli environment. Utilized the Remedy Help Desk software system and the Tivoli Remote Control console. We also responded to telephonic requests for PC support through the remote features of the Tivoli Remote Control. We met the challenge and completed a more than satisfactory implementation. The installation and management of PC and peripherals involved 31 consultants and enterprise management involved 7 consultants to monitor, maintain, and troubleshoot the entire organization and wide area network enterprise ( LAN/WAN). SPI also configured, managed, monitored, and maintained over 257 network devices to include Ethernet hubs, routers, repeaters, and switches.

SPI managed and maintained the Dynamic Host Configuration Protocol (DHCP) and Internet Protocol (IP) database tables for two class B networks. We established and maintained all IP registrations on the Domain Name Service (DNS) for FSH IP assignments. We also managed and maintained the Windows Internet Naming Service (WINS) and installed and configured Network based components and maintained and managed Windows NT and UNIX servers within multiple domains.

SPI provided system database administration for HEAT help desk applications and provided system database administration for Remedy help desk applications. Domain-level system administration tasks for multiple domains were performed daily. We also administered network print servers enterprise-wide and created and administered NT user accounts and NT Server shares. We also managed and maintained the Defense Message System (DMS) Exchange Servers. We also monitored enterprise-wide backups, performed restores as needed, installed and configured server and network based components.

SPI performed network administration functions for the thin client/server cluster. We also performed network administration duties for anti-virus server to include distribution of updates using push technology. We created and maintained system login scripts. Established, administered, troubleshot, and maintained enterprise relational databases through various database engines such as Microsoft, SQL, Oracle, and Sybase.

SPI created and administered SQL Server, Oracle, and Sybase databases. We created and administered MS Exchange accounts, provided third-tier support for Computer Programmer I, II, III, and IV level technicians/administrators. Performed daily management and administration of the Tivoli framework and created, managed, removed, and troubleshot Tivoli endpoint assignments.

SPI implemented Tivoli and Remedy to enable the IT team to proactively monitor and manage all networked systems from a common, intuitive graphical interface. The Tivoli and Remedy implementation provided the IT team with the ability to correct problems on remote machines without leaving their desks. The round the clock and prompt support of this critical enterprise was automated and centralized by implementing Remedy Help Desk. This enabled prompt action to IT related problems and centralized logging of the problems and their solutions to form a common information base.