The Food and Drug Administration (FDA) at the Center for Food Safety and Applied Nutrition (CFSAN) had a requirement for services to provide a Senior Network Engineer to assist the LAN team with daily requirements and specific subject matter expertise in Microsoft Exchange and Microsoft System Management Server (SMS) 2.0. CFSAN also had a requirement for computer help desk support. The Division of Information Resources Management (DIRM) requested the services. ST Net provided both computer Help Desk support with a qualified help desk technician (Level I and II) and Exchange and Microsoft SMS support on the Engineering Level, an MCSE with expertise in SMS 2.0. ST Net also provided guidance and performed the work in migrating users desktop from Windows 95, 98, 2000 to XP. The computer help desk had 6 technicians to support approximately 1,200 users. Hours of operation were Monday - Fridays, 7:00 a.m. - 6:00 p.m., excluding holidays. Help Desk support consisted of telephone and desktop support to users for computer issues including: software applications, network services, RSA, inventory, and printers. Expertise with PC hardware and software was also required to support the CFSAN multi-server environment. ST Net technicians also analyzed customer service areas and provided proactive feedback for improving operations. The technicians logged and tracked all service calls with REMEDY software. ST Net support technicians also installed operating systems, applications software, and peripherals, and supported the overall operation of the CFSAN data center. FDA Level 5 security clearance was required.

Technical Performance: ST Net operated and maintained the network in such a manner to permit the CFSAN end-user to receive the utmost system availability from the network and end-user equipment components. ST Net received an excellent rating from end-users receiving user desktop support and help desk support. All contract deliverables were provided with high quality and the necessary insight for CFSAN management personnel to perform critical network and end-user decision-making.