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Meeting Your Service Challenges With Flexible New Approaches Government agencies at the Federal, state, and local levels are all pressed to provide critical IT systems and infrastructure services to their internal customers in order to achieve mission objectives. These agencies demand timely, reliable, 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 the IT infrastructure is a foundational building block critical to business operations. The infrastructure must be stable, adaptive, and secure, and allow businesses to operate seamlessly and comprehensively. Powertek takes pride in our proven ability to operate and maintain infrastructure services for our customers. Our comprehensive approach to providing IT support services considers all aspects of people, processes, and technology 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, is designed to provide the proper mix of proactive project management, a full understanding of our customers’ requirements, top technical talent, standard operating procedures, and emerging technology to deliver comprehensive solutions that are fully aligned with our customers’ business goals, meet defined Service Level Agreements (SLA), and provide the highest level of quality service. Data Center Services Powertek provides the full array of services to implement and manage complex data center operations. This includes server management; network architecture and optimization; data storage and management; IT security compliance; managed mainframe services; backup and recovery; and disaster planning and support. Security and Privacy Services Certification and Accreditation (C&A) is a growing security requirement. The Federal Information Security Management Act of 2002 (FISMA mandates that all Federal agencies develop and implement an agency-wide information security program designed to safeguard its IT assets and data and that all IT systems and infrastructures be certified and accredited. Powertek provides the full suite of security services supporting C&A requirements. Our activities include business and systems impact and risk assessment; intrusion detection monitoring, Continuity of Operations (COOP)/contingency planning and implementation; security testing and evaluation; and project C&A auditing. Service Desk / Desktop Support Powertek has extensive knowledge and experience in providing a proven customer care approach as part of our Service Desk and Desktop Support to Government customers. We first gain an understanding of the customer environment and the levels/type of customers and then identify their expected service needs. For example, a senior Government executive’s service level may be weighed differently than a general analyst. We align these service levels against our single-point-of-contact Tier I and Tier II help desk/desk-side support structure. We employ a combination of end-user training, communication techniques, and customer surveys to ensure that we are meeting the unique needs of each user. We develop knowledge management databases and customer profile information to increase first call resolution and identify problems and their root-cause, thereby reducing the number of Tier I and Tier II calls to our service desks. Finally, we prepare comprehensive reports and service level dashboards to report and measure key performance indicators in compliance with our mandated SLAs. Capabilities include: Data Center Services
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©2009 POWERTEK CORPORATION. ALL RIGHTS RESERVED. ISO 9001:2008 REGISTERED | CMMI ML2 RATED. POWERTEK IS A WOMAN-OWNED 8(A) COMPANY
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