Network Management and User Support

Naval Sea Systems Command (NAVSEA)

Fulcrum IT provides management and user support for computer networks at four U.S. Navy shipyards in three time zones, and the Wide Area Network (WAN) that links them together. Fulcrum IT provides the following services:

• technical support and help desk services for 22,000 end users including installation, configuration, repair, and maintenance for system hardware and software;
• hosting services, such as configuration control, coordination, and accountability;
• centralized monitoring, management, problem diagnosis, engineering, and technical support;
• firewalls, security systems, and security monitoring;
• document maintenance activities, weekly status reports, and updates to standard operating procedures, security procedures, and other procedures as necessary; and
• training and knowledge transfer for customer end-users.

This project builds on an 8-year partnership between Fulcrum IT and the Navy. It demonstrates several key Enterprise Services capabilities:

• successful management of large, complex projects and planning of technological growth for a very large customer base over a dispersed geographic area;
• ability to provide prompt, responsive and high-quality 24/7 technical support to the customer and to the customer's critical systems;
• ability to accurately track and document activities and procedures, file reports and updates, and coordinate with the customer; and
• successful operation in a secure environment, with appropriate concern for security procedures and issues.

Specific accomplishments deemed particularly impressive by the Navy include:

• complete system support and guidance for adoption of new technology;
• systems exceeding design requirements, and with the ability to add new capabilities without major impacts to the operational environment or excessive costs to replace legacy equipment;
• successful introduction of new technologies such as wireless communications, and innovative adaptations of proven technologies such as barcode readers;
• continued research to discover, analyze, and integrate appropriate new tools and technologies to enhance the performance and utility of the systems;
• availability of documentation online, including operating procedures and maintenance records;
• detailed documentation of all system changes to ensure constantly updated configuration control to ensure uninterrupted flow of critical information among multiple organizations with disparate but linked responsibilities and products; and
• extensive and successful help desk and technical assistance service ensuring 24/7 access to assistance.