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Meeting Your Service Challenges with Innovative Solutions while Ensuring 100% Customer Satisfaction! Government agencies at the Federal, state, and local levels are all pressed to provide critical IT infrastructure & cyber security services to their internal customers in order to achieve their mission objectives. These agencies demand timely, reliable, consistent, and responsive service while constrained by limited budgets. Powertek understands the complexities of this environment and is committed to providing cost-effective, quality IT solutions and services. We recognize that IT infrastructure and its security are the foundational building blocks critical to business operations. The infrastructure must be stable, adaptive, secure, and allow businesses to operate seamlessly and comprehensively. IT Capabilities and Infrastructure Support Services Powertek recognizes the value of managing seamless infrastructure services. Our customers need to know that their infrastructure is operational without having to worry about its reliability. We pride ourselves in our proven ability to operate and maintain infrastructure services for our customers using repeatable processes and methods. Our comprehensive approach to providing IT support services considers all aspects of people, processes, and technology in order to successfully and effectively address and manage the evolving and complex needs of our Government customers. Our approach, based on ITIL best practices for service support and delivery, provides the proper mix of proactive project management, a full understanding of customer requirements, recruiting and maintaining top technical talent, implementing Standard Operating Procedures (SOPs), performing against Service Level Agreements (SLAs), and leveraging emerging technology. We deliver comprehensive solutions that are fully aligned with our customers’ business goals and provide the highest level of quality of service. Service Desk and Desktop Support Powertek has extensive knowledge and experience in providing Service Desk and Desktop Support to several Federal Agencies in mission-critical environments. Our services include single-point-of-contact Tier I and Tier II service desks, desk-side support, end-user training, hardware and software deployment and support, asset management, and new technology rollouts. We have developed – and continue to refine – SOPs and policies to govern our activities based on our lessons learned in various environments to ensure consistent, reliable, and predictable service. Over 75 percent of Powertek customer care desk agents are ITIL certified, and are trained to “Never Say No” and to “Go Beyond Expectations” in order to provide the highest level of customer satisfaction. We recommend sophisticated incident/problem management solutions or utilize our customers’ existing platforms to efficiently manage all service requests with our proven ITIL-compliant SOPs that include logging, tracking, prioritizing, escalating, and reporting each incident.
We develop and utilize knowledge databases to increase first call resolution and identify problems and their root-cause, thereby reducing the number and time spent on Tier I and Tier II calls to our service desks. Further, we enable customers to visualize and measure key performance indicators, and compliance with service desk SLAs by developing sophisticated reports and service desk dashboards. Our services include:
Powertek is leading the charge as a pathfinder to transform data center service operations. We have embraced the concept of virtualization techniques and cloud computing as a means to become more efficient and effective in how we deliver data center services. We see these trends as a value to the Government in reducing Total Cost of Ownership (TCO) for our customers. The complex and sophisticated data centers of this era support a myriad of critical business services that require high availability, reliability, and provisions for continuity in adverse circumstances. Powertek provides full array of services to implement and manage complex data center operations for customers in the Federal, State, and Local markets. Our services include:
In addition, Powertek has partnered with industry-leading service providers to provide managed infrastructure services for mission-critical Federal applications, including co-location, cloud computing approaches, network services, managed hosting, and security services. Audiovisual Telecommunications Powertek offers support for high-quality integrated Audio/Visual (A/V) systems, video conferencing, and facility enhancements, including design, installation, integration, and maintenance. Our services include:
Powertek believes in the criticality of secure information management. We are in an age where data and information transcends all physical, digital, and virtual barriers. The Internet has become an integral part of the Federal operating environment. The advent of new technologies, proliferation of an open-source culture, and ever increasing computing power, has increased the potential threats to Government information systems. One of the principle components of a good cyber strategy is deterrence and prevention. Powertek believes that Cyber services are a looming trend and that the Government must be ready to create robust services and capabilities to support the increased risk of cyber threats. Powertek understands the importance of Cyber Security to an organization’s mission, and enables agencies to embed Cyber Security in the core design of their processes and technology. Powertek recognizes cyber security as a versatile, complex, and dynamic challenge requiring a holistic response from an organizational standpoint. While technical solutions form a vital ingredient, Powertek believes that a complete response involving people, processes, and technology is essential to formulate a strategy to conquer the Cyber Security frontier. Our services include: Infrastructure Security The digitization of information has increased the vulnerability of Government agencies to cyber attacks, fraud, and sabotage. Protection of organizational assets - digital, virtual, and physical - has become central to achieving mission success. Powertek enables Federal agencies to minimize costs associated with security incidents by implementing controls that: (a) enhance monitoring efforts; (b) eliminate compliance issues; (c) manage access to organizational assets; and (d) integrate security requirements with processes encompassing information systems. Certification and Accreditation (C&A) Certification and Accreditation (C&A) is a growing area of Government security focus, and the Federal Information Security Management Act of 2002 (FISMA) mandates all U.S. Federal agencies must certify and accredit all systems and applications prior to putting them into operations – the goal is to protect information and its use. Powertek’s technical team members serve as Subject Matter Experts (SMEs) to IT Managers on adherence to Federally mandated certification and accreditation requirements by providing full lifecycle C&A services – including planning, performing, and documenting each C&A project. Our capabilities include performing business and systems impact and risk assessments; developing contingency plans; performing security tests and evaluations; and auditing projects. We also address security awareness, end-user rules of behavior, and incident response requirements in order to maintain a certified environment. Data Protection and Privacy Services Powertek's strength in providing data protection and privacy services lies in its ability to partner with our customer to deliver an end-to-end solution aligned with each customer's strategic vision. We work closely with our customers to understand and analyze their privacy drivers to define requirements tailored to their organization and culture. These requirements are used to evaluate each organization’s current privacy and security access controls to generate a holistic improvement plan that helps our customers implement effective privacy and data protection solutions. Enterprise Application Security Organizations of today are dependent on a host of information systems to provide reliable, accurate, and timely information to end-users to maintain the efficiency and effectiveness of their operating environment. The growing size and capacity, cutting-edge technology, and complex integration of these information systems present a massive challenge to Federal agencies. Powertek helps Federal agencies create a trusted environment for all stakeholders by implementing hardware, software, and processes to protect critical enterprise applications from cyber threats. Identity and Access Management In an era of transparency, where tightly integrated Federal systems feed the information sources to a host of audiences, enterprise identity management forms the cornerstone of an effective overall cyber security strategy. Powertek realizes the criticality of capabilities such as role-based access and identity management processes to ensure the right person accesses the right information at the right time. The risks associated with not having these controls could undermine the integrity of the technology backbone of an organization and negatively affect mission operations. We believe in managing that risk through a controlled, proven security management model. Business Operations Continuity Management Unplanned outages result in significant losses – tangible and intangible – due to the interdependencies that exist among the information systems. Government executives and managers are constantly striving to achieve an operational state where undesirable events are forecasted and isolated to minimize impact. Powertek helps you get there. Our Continuity of Operations Planning (COOP) approach provides scenario planning and what-if simulation modeling to support agency needs. We consider disaster recovery as an ongoing activity to adapt to the ever-evolving organizational environment, and we define mitigation strategies encompassing people, processes, and technology. Vulnerability Management Vulnerability management is an essential element of any enterprise security program. Global availability of information systems through the Internet, growing computing power, and advent of new technologies has significantly increased the vulnerability of Government information systems. Powertek guides its customers to minimize exposure to attacks by successfully identifying system vulnerabilities and applying remedies for insufficiencies. Our approach focuses on assessing your critical systems and devices, identifying and prioritizing vulnerabilities, and recommending feasible and sustainable solutions. |
Technology Partners
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