Attachment 2 DRAFT PWS -Sustainment NCR LMR.pdf

FB-NEC

Performance Work Statement | Business Management

Business Management | US Army Signal Network

Information Technology Automation & Technical Support Services

Business Management

US Army Signal Network

1 Introduction and Background

1.1 Responsibilities

1.1.1 The Regional Network Enterprise Center-National Capital Region (RNEC-NCR) is comprised of Fort Belvoir, Fort Myer, Fort Walker, VA, Fort McNair, Washington, DC, Fort Meade, MD; Fort Detrick, MD, supported customers at Marine Corps Base Quantico, and mission dictating customers Army wide.

Together, these areas constitute the RNEC-NCR Area of Responsibility or RNEC-NCR Area of Responsibility (AOR). The RNEC-NCR provides ARMY Information Technology Portfolio (AITP) support to 180 tenant organizations, one (1) Army major command headquarters,10 different Army major commands, 19 different agencies of the Army, eight (8) elements of the U.S. Army Reserve and the Army National Guard and 26 Department of Defense (DOD) Agencies.

Support services include switch-based and wireless communications, information assurance, infrastructure, and management services to protect Non-classified Internet Protocol Router Network (NIPRNET) and SECRET Internet Protocol Router Network (SIPRNET) data and information systems, sustained systems engineering, and maintenance, technical support, and services required to support the Information Technology (IT) infrastructure.

1.1.2 The Fort Belvoir Installation Campus Area Network (ICAN) is comprised of 11 major nodes interconnected in a redundant mesh configuration over fiber optic cable that is connected to the Defense Information Systems Network (DISN) via two (2) separate redundant survivable high-speed circuits, providing access to the NIPRNET, the Defense Research and Engineering Network (DREN) and the Internet. Deny All Permit by Exception (DAPE) firewalls, Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS) protect all logical entrances and Defense-In-Depth firewall protection is deployed throughout the ICAN. 24 Wide Area Network (WAN) circuits extend the Fort Belvoir ICAN beyond the installation border, connecting tenant organizations to off-post campus locations to include all supported customers and future mission dictating customers ARMY wide. Two (2) diverse routed circuits are secured by General Dynamics TACLANE in-line encryptors and currently provide SIPRNET access to more than 90 organizations. Unclassified and classified data centers provide firewalled IT server-based services.

1.1.3 NIPRNET and SIPRNET are currently provided to 27 fiber-optic-cable connected General Officers quarters. Virtual Private Network (VPN), remote dial-in connectivity, and Citrix virtualized environments are also available.

Separate from the ICAN, multiple OC-192 Synchronous Optical Network (SONET) / Network Convergence System (NCS 4200 rings provide high speed Quality of Service (QoS) transport across the installation. There are approximately 11,000 workstations operating on the network and a combined NIPRNET and SIPRNET count of 189 servers that provide communications, file, print, and web services.

1.1.4 All figures listed above are based on current totals and are provided for general informational and historical purposes only. The Government does not represent or guarantee that these numbers will remain the same throughout the life of the contract.

1.1.5 As part of the 7th Signal Command (Theater), we are responsible for "providing, protecting, and defending the Land-WarNet connectivity in support of the Army."

This contract will provide additional IT and telecommunications support that is necessary to align demand with our customer base in order to provide this support.

2 Scope

2.1 Contract Description

2.1.1 The Contractor shall provide non-personal, information technology (IT) automation and technical support services to the RNEC-NCR and all supported customers. The following general requirements are applicable for all positions within this contract. The Contractor shall deliver comprehensive, integrated, end-to-end IT services that include network and switch operations; systems administration, integration and testing; hardware and software configuraton management; infrastructure management; network administration; end-user support; fielding of hardware and software; execution of Enterprise Mission Assurance Support Service (eMass) and Risk Management Framework (RMF) system administrative functions, quality control; support for installs, moves, adds, and changes; information and network security services; and support to Commercial Off-The-Shelf (COTS), Government Off The Shelf (GOTS), and mission funded request for local unique software and databases. Contractor shall provide all tools and equipment necessary to perform the tasks within this

PWS.

2.1.2 The Contractor shall provide qualified personnel, overall management, and administrative effort necessary to ensure that the requirements of this contract are fulfilled, to include on-call support at the Installation Transport Center (ITC), Network Infrastructure Branch (NIB) and Hosting and Hoteling Branch (HHB), Voice Over Internet Protocol (VoIP) and Land Mobile Radio (LMR.) The Contractor shall document the work scheduled, work performed, status of ongoing work, problems encountered and their resolution, as well as a summary of major events, and other pertinent information to the Contracting Officer’s Representative (COR) and respective site Government representative.

2.1.3 The Contractor shall provide Local Area Network (LAN) and desk-side technical support, including additions, moves, and changes, for RNEC-NCR assets located within the AoR.

2.1.4 The Contractor shall assist the Government with cybersecurity functional support for assessments, authorizations, and documentation of fielded systems managed by the RNEC-NCR.

2.1.5 The Contractor shall provide qualified and cleared personnel to support RNEC- NCR with its RMF processes. These efforts include utilizing eMASS to record RMF activities such as control implementation of all applicable Security Controls as identified via information system security categorization in accordance with NIST SP 800-53, CNSSI 1253 (security controls are broken down into individual, measurable, statements called assessment procedures or Control Correlation Indicators (CCIs)) and DoDI 8510.01, “Risk Management Framework (RMF) for DoD Information Technology (IT)”. The number of families and controls will vary depending on the security categorization, Confidentiality, Integrity and Availability (C-I-A), the application of overlays (privacy, classified, intel, etc.) and any security control tailoring.

2.1.6 The Contractor shall assist the Government Capability Manager/Information System Owner (ISO) in ensuring that the information systems are configured in accordance with DISA Security Technical Implementation Guides (STIGs), applicable patches and other cybersecurity requirements. Personnel shall have extensive experience with DoD security hardening, collection and assessment tools (STIGs, Assured Compliance Assessment Solution, (ACAS), Security Content Automation Protocol (SCAP), Nessus, etc.) and experience with security architectures, firewalls and network access.

2.1.7 The Contractor shall follow the DoD cybersecurity policy requirements set forth in DoDI 8500.01, "Cybersecurity," and DoDI 8510.01, and their successors.

2.1.8 The Contractor shall provide support for the independent assessment of compliance of information systems with DoD RMF standards using DoDI 8510.01.

2.1.9 The Contractor shall possess extensive experience in cybersecurity documentation and system authorization artifacts (System Security Plan, lifecycle documentation, continuous monitoring plan, Security Assessment Plan, Security Assessment Report, Risk Assessment, etc.).

2.1.10 The Contractor shall have extensive knowledge of and review the Risk Management Framework (RMF) Knowledge Service -https://rmfks.osd.mil/rmf/Pages/default.aspx which is the DoD's official site for enterprise RMF policy and implementation guidelines.

2.1.11 The Contractor shall review and ensure that any RMF activities on behalf of RNEC-NCR adhere to the operational Tactics, Techniques and Procedures (TTPs), Standard Operating Procedures (SOPs) and Operations Orders (OPORDs) that are hosted on the US Army Component Workspace Operations tab of the RMF Knowledge Service. The TTPs and SOPs provide amplifying guidance and process implementation for the Army regarding RMF.

2.1.12 The Contractor shall provide technical input on RMF Assess Only submissions.

2.1.13 The Contractor shall provide dedicated Systems Administrator Intermediate for Ground Applications Program Office (GAPO) for approximately 64 Users Fort Belvoir, VA Bldg. 339.

3 Technical Requirements

3.1 AESMP Queue Management. The Contractor shall -

3.1.1 Monitor performance of AITP Service Level Agreements (SLAs) and ensure incidents and service requests are resolved in accordance with defined AITP SLA targets.

3.1.2 Monitor queues and reallocating tickets to meet response time deadlines, to include VIP ticket response.

3.1.3 Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.

3.1.4 Assign tickets which are out of scope to Service Desk/Other Teams.

3.1.5 Assign tickets to technicians at dedicated sites.

3.1.6 Ensure relationship tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.

3.1.7 Coordinate resources with teams across disciplines to ensure AITP SLA targets are met.

3.1.8 Assist with presentations at agency meetings and conferences concerning new IT support procedures, equipment, methods and approaches. Lead other team members to identify and eliminate chronic customer relations problems and share "lessons learned" with other IT specialists within and outside the organization.

3.1.9 Keep team members apprised of new developments in customer relations.

3.1.10 Lead the formulation and implementation of innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness.

3.1.11 Refer customers to appropriate resources for response to inquiries or resolution of problems.

3.1.12 Investigate frequent and significant transmission/communications problems from AESMP and coordinate with supported tenant.

3.1.13 Create AESMP profile creation and update tickets.

3.1.14 Create AESMP tickets for NIPR, SIPR, Privileged Access and AESMP accounts.

3.1.15 Investigate AESMP profile issues when identified by the user.

3.1.16 Submit modifications for AESMP Support Groups when requested by the tenants.

3.1.17 Perform duties associated with Tier 2 level customer support functions.

3.1.18 Submit all initial IT requests to Help Desk and monitor progress for the requestor.

3.1.19 Utilize acquired knowledge to balance user requirements, available resources and organizational goals and objectives while striving to maintain top quality customer service.

3.1.20 Attend bi-weekly Army Enterprise Service Management Platform (AESMP) and AESMP team meetings for updates to policies, processes and requirements.

3.1.21 Attend weekly AESMP team meetings to focus on goals and future enhancements to processes.

3.2 Network Operations. The Contractor shall -

3.2.1 Perform a variety of broad network engineering tasks focused on the design, implementation, testing, and troubleshooting of the RNEC-NCR intricate network infrastructure.

3.2.2 Use AESMP ticket submissions for all work assignments. The Contractor shall respond to critical and VIP tickets via telephone call or by e-mail within two (2) hours upon notification from appropriate Government authority.

3.3 Installation Campus Area Network (ICAN)

3.3.1 Network Operations. The Contractor shall -

3.3.1.1 Install new modified hardware, operating systems and software applications ensuring integration with Information Assurance (IA) security integrity requirements for the enclave.

3.3.1.2 Install the LAN, WAN, SONET/NCS 4200 and related equipment.

3.3.1.3 Maintain critical components of the ICAN from the edge router to the Area Distribution.

3.3.1.4 Switches (NIPR/layer 2, SIPR/Layer #) on a 24-hour, seven (7)-day-a-week on call basis.

3.3.1.5 Engineer, maintain, and make network infrastructure changes at Fort Belvoir, Fort Walker, Joint Base Myer Henderson Hall, and Fort Meade network system, including the LAN, WAN, SONET/NCS 4200 links and connectivity, switches, hubs, concentrators, routers, firewalls, SONET/NCS 4200 multiplexers, Windows servers, Storage Area Network (SAN), media backup systems, Cisco Digital Network Architecture (DNA), Cisco Identity Service Engine (ISE), Cisco wireless and stealthwatch, Cisco Network Convergence System (NCS), GEM One, fiber and Ethernet cabling, and other infrastructure components.

3.3.1.6 Configure and support use of the DOD Common Access Card (CAC) and Public Key Infrastructure (PKI) for user authentication into the network, into applications, and for signing and encrypting electronic mail. CAC authentication into the network is mandatory unless an exception is granted by the Government.

3.3.2 Install, Move, Add & Change. The Contractor shall -

3.3.2.1 Maintain the network ICAN infrastructure to include hubs, routers, switches, concentrators, firewalls, virtual private networks (VPNs), SONET /NCS 4200 multiplexers, servers, storage area nodes (SANs), cable management systems and other network enhancements down to the Edge Access Switch level.

3.3.2.2 Engineer, maintain, and make network infrastructure changes for NIPRNET and SIPRNET Internet and web access. Operate and maintain communication links.

3.3.2.3 Establish communication links capable of providing required bandwidth to support effective and efficient connectivity and digital communications between Fort Belvoir and offsite Government facilities.

3.3.2.4 Implement and maintain software and application configuration management and configuration reporting.

3.3.2.5 Install and update anti-virus software and anti-virus signature files on all assigned assets.

3.3.2.6 Install security patches to protect against information assurance (IA) vulnerabilities.

3.3.2.7 Implement and apply procedures to ensure only approved personnel have access to the Fort Belvoir network.

3.3.2.8 Install Government Public Key Infrastructure (PKI) server side certificates and implement Secure Sockets Layer (SSL) and other secure methods of data transmission including support to the VPN and VPN servers, CITRIX and Structured Query Language (SQL) servers.

3.3.3 Network Engineering. The Contractor shall -

3.3.3.1 Analyze the network architecture utilizing metrics available from the Government’s network management tools to identify modifications required to maintain optimum efficiency.

3.3.3.2 Develop and test automated processes for deployment of client software packages utilizing existing Government tools.

3.3.3.3 Use Master Station Log (MSL) for recording and submissions for all work assignments that deals with AITP customers, troubleshooting; DISA, and commercial vendors.

3.3.3.4 Test ICAN software prior to upgrading network devices (Switches & Routers) across the RNEC-NCR to include Fort Belvoir, JBMHH, Fort McNair, Fort Meade (SIPRnet), Fort Detrick (SIPRNet) and Fort Walker.

3.3.3.5 Provide customer review, support and approval for Ports Protocol Services (PPS) for all Firewall implementations. Assist RCC 14-17 Firewall Team during implementations and deployments.

3.3.3.6 Engineer support solutions for RNEC-NCR to include Fort Belvoir, JBMHH, Fort McNair, Fort Meade (SIPRnet), Fort Detrick (SIPRNet) and Walker. The engineer solutions include network system, Wireless systems, Virtual Local Area Network (VLAN), LAN, WAN, SONET/NCS 4200 links and connectivity, switches, hubs, concentrators, routers, firewalls, SONET/NCS 4200 multiplexers, Windows servers, Storage Area Network (SAN), media backup systems, fiber and Ethernet cabling, and other infrastructure components to complete a system.

3.3.3.7 Engineer long haul base inter-connectivity for communication for Fort Belvoir, JBMHH, Fort McNair, Fort Meade (SIPRnet), Fort Detrick (SIPRNet) and Walker network system, including the WAN, SONET/NCS 4200 links and connectivity, fiber and Ethernet cabling, and other infrastructure components to include frame, patch panels, multiplexers (Edge links, Access-T), hubs, routers, switches, concentrators, firewalls, SONET/NCS 4200 multiplexers, cable management systems and other network enhancements down to the Edge Access Switch level.

3.3.3.8 Engineer, support and maintain Unified Capabilities network infrastructure to include Voice over Internet Protocol (VoIP), Voice over Secret Internet Protocol (VOSIP) and Enterprise Classified Voice over Internet Protocol (ECVOIP) network devices. Support VOIP through troubleshooting of VOIP and network services.

3.3.3.9 Provide and engineer communication security (COMSEC) solutions through RNEC KOAN for DISA and RNEC SIPRNet customers using, but not limited to, KIV-7 (Family), KG-175 (Family) and Secure Terminal Equipment (STE). Perform software upgrades per NSA, RNEC KMI Operating Account Manager (KOAM) and RNEC Security Manager Guidance.

3.3.3.10 Analyze the network architecture to identify modifications required to maintain optimum efficiency on the RNEC-NCR ICAN.

3.3.3.11 Develop and test automated processes for deployment of client software packages.

3.3.4 Installation Transport Center (ITC). The Contractor shall -

3.3.4.1 Provide support and must have coverage from 0700 to 1530 hours Monday through Friday and must be available on an On-Call basis to provide immediate assistance in the event of a system failure or other demands as required.

3.3.4.2 Perform a variety of broad network engineering tasks focused on the design, implementation, testing, and troubleshooting of Wide Area Networks across RNEC- NCR-ICAN, LAN, Special Access Program, Joint Base Myers Henderson Hall (JBMHH), Ft. Walker, Ft. Meade, Ft. Detrick, DISA, and Joint Regional Security Stack (JRSS) intricate network infrastructure, wireless, data and voice services. The Contractor shall perform response and triage for critical network service disruptions / outages.

3.3.4.3 Support long haul communication for Fort Belvoir, Fort Walker, Joint Base Myer Henderson Hall, Ft. Detrick and Fort Meade network system, including the WAN, SONET/NCS 4200 links and connectivity, fiber and Ethernet cabling, and other infrastructure components to include frame, patch panels, multiplexers (Edge links, Access-T), hubs, routers, switches, concentrators, firewalls, SONET/NCS 4200 multiplexers, cable management systems and other network enhancements down to the Edge Access Switch level.

3.3.4.4 Use Master Station Log (MSL) for recording and submissions for all work assignments that deals with AITP customers, troubleshooting; DISA, and commercial vendors.

3.3.4.5 Use AESMP ticket submissions for all work assignments that deal with customers. The Contractor shall respond to critical and Very Important Person (VIP) tickets upon notification from appropriate Government authority for afterhours operations.

3.3.4.6 Support the installation of new modified hardware, operating systems and software applications ensuring integration with DISA and Regional IA/Cybersecurity compliance.

3.3.4.7 Support and maintain the installation of the DISN WAN, RNEC-NCR-ICAN, LAN, SONET/NCS 4200 and related equipment. Conduct end to end performance testing, field testing and simulation to assure system performance and optimization.

3.3.4.8 Maintain critical components of the DISN from the NIPRNet, SIPRNet, Global Content Delivery Service (GCDS), CISCO 4200/DWDM, Ciena devices, Juniper Devices, Multiprotocol Label Switching (MPLS), Sycamore Devices, Multiservice Provisioning Platform (MSPP), Defense Red Switch Network (DRSN), Enhanced 911 (E911), Land Mobile Radio (LMR), Defense Research Engineering Network (DREN), Regional Cyber Center (RCC), Medical Health Services International (MHSI), Joint Management Network (JMN), Joint Migration Team (JMT), Joint Regional Security Stacks (JRSS), and Local Area Network (LAN) (edge router to the Area Distribution Switches). The Contractor shall perform response and triage for all critical network service disruptions/outages.

3.3.4.9 Support the long haul communication for Fort Belvoir, Fort Walker, Joint Base Myer Henderson Hall, Ft. Detrick and Fort Meade network system, including the WAN, SONET/NCS 4200 links and connectivity, fiber and Ethernet cabling, and other infrastructure components to include frame, patch panels, multiplexers (Edge links, Access-T), hubs, routers, switches, concentrators, firewalls, SONET/NCS 4200 multiplexers, cable management systems and other network enhancements down to the Edge Access Switch level.

3.3.4.10 Annotate all circuit actions, visitors, troubleshooting circuits, equipment problems, power outages, customer service, training, Uninterruptable Power Supply (UPS), Air Conditioning (A/C) unit inspections, site inspections, safety issues, issues related to the Security Camera System, unlocking security doors, trouble and restoration form (DD Form 1443) and anything else related to ITC, on the daily Master Station Log (MSL).

3.3.4.11 Support and maintain Unified Capabilities to include VoIP and VOSIP ECVOIP devices. Support Tandem switching and troubleshooting of dial tone lines and network services.

3.3.4.12 Support the network WAN (DISA, Point of Presence (POP), ICAN infrastructure to include frame, patch panels, multiplexers (Edge links, Access-T), hubs, routers, switches, concentrators, firewalls, SONET/NCS 4200 multiplexers, cable management systems and other network enhancements down to the Edge Access Switch level.

3.3.4.13 Analyze, add, move, change and extend data communication services with required bandwidth that support effective, efficient connectivity from DISA JRSS DISN equipment to RNEC-NCR-ICAN, Fort Belvoir WAN customers, and Government offsite facilities per TSR, and TSO's.

3.3.4.14 Implement and maintain software and application configuration management and configuration reporting.

3.3.4.15 Support and document the design and configuration of user facility IT infrastructure to support voice, video and data. This includes layers one (1) through seven (7) of the Open Systems Interconnection (OSI) Basic Reference Model for common user voice/video networks or layers one (1) through four (4) of the OSI Basic Reference Model. Telecommunications infrastructure includes cabling, fiber and Ethernet cabling up to the DISN, POP’s and user equipment. Provide support for the design of the future network and telecommunications requirements which includes network switches, servers, cable management systems and other network enhancements. Support the migration of services and servers to enterprise platforms.

3.3.4.16 Provide Communication Security (COMSEC) support to DISA and RNEC-NCR customers by picking up, keying, rekeying, Over the Air Rekey (OTAR), deleting, inventorying and documenting COMSEC material and COMSEC devices to include, but not limited to, KIV-7 (Family), KG-175 bracket family and Secure Terminal Equipment (STE). Capture design and configuration of COMSEC devices; perform software upgrades per National Security Agency (NSA), RNEC-NCR KMI Operating Account Manager (KOAM) and RNEC-NCR Security Manager Guidance. See DD Form 254 for additional COMSEC requirements.

3.3.4.17 Serve as Communications Security (COMSEC) courier and hand receipt holder/ courier responsible for signing and accounting for crypto-keying material; maintain inventories and control use of keying material; troubleshoot, operate, perform OTAR, and quarterly/annual and monthly cryptographic key updates.

3.3.4.18 Analyze the network architecture utilizing metrics available from the Government’s network management tools to identify modifications required to maintain optimum efficiency.

3.3.4.19 Maintain software and application configuration management and configuration reporting.

3.3.4.20 Install security patches to protect against information assurance (IA) vulnerabilities.

3.3.4.21 Develop and test automated processes for deployment of client software packages utilizing existing government tools.

3.3.4.22 Implement and maintain software and application configuration management and configuration reporting.

3.3.4.23 Install and update anti-virus software and anti-virus signature files on all assigned assets.

3.3.4.24 Install security patches to protect against information assurance (IA) vulnerabilities.

3.3.4.25 Implement and apply procedures to ensure only approved personnel have access to the Fort Belvoir network.

3.3.4.26 Install Government Public Key Infrastructure (PKI) server-side certificates and implement Secure Sockets Layer (SSL) and other secure methods of data transmission including support to the VPN and VPN servers, CITRIX and Structured Query Language (SQL) servers.

3.4 Installation Transport Annex (ITA)

3.4.1 Telecommunications Services Control Office (TSCO). The Contractor shall

3.4.1.1 Be responsible for the development, coordination, and implementation of specific aspects of administrative telecommunications requirements for serviced Department of Defense (DoD) users supported by the Regional Network Enterprise Center-National Capital Region to include Forts Belvoir, Walker, Meade, and Joint Base Myer Henderson Hall.

3.4.1.2 Review, analyze, recommend, and implement communications specific aspects of equipment configurations for new buildings or new occupancy of floor space.

3.4.1.3 Review common-user transmission requirements to include conducting physical surveys, validating line and device usage, and performing customer requirement studies to determine equipment/line requirements in association with moves, changes, and rearrangements.

3.4.1.4 Develop cost comparisons to ensure the most cost-effective plans are implemented and balanced against changing and new technology.

3.4.1.5 Coordinate major telecommunications changes with Telephone Control Officers (TCO), vendors, management, and other appropriate staff members.

3.4.1.6 Consult with user activities in analyzing areas in which telecommunications equipment could provide more efficient service.

3.4.1.7 Monitor all aspects of telephone services for selected Billing Account Codes (BAC) and facilitate analysis of such issues as number of lines, volume of calls, and associated costs to determine the most efficient and cost-effective circuit configurations.

3.4.1.8 Train customer TCOs, information managers, and leadership on RNEC-NCR telecommunications policies/procedures; facilitate random station equipment inventories at selected customer locations to ensure station equipment billing is accurate.

3.4.1.9 Coordinate billing discrepancies/resolutions between the vendor and the appropriate RNEC-NCR staff; provide assistance on related service orders, billing, and funding issues, as necessary to include verification and/or certification of delivery of equipment and services. Access, operate, and manage data in Telephone Management Systems (TMS) using a variety of applications.

3.4.1.10 Review and analyze current procedures and policies dealing with telecommunications requirements and specifications. Develop new procedures and make recommendations to COR on possible changes to policies and procedures.

3.4.2 Voice over Internet Protocol (VoIP) Services. The Contractor shall -

3.4.2.1 Support the CISCO network switch and provide remote support to Fort Walker, Fort McNair, JBMHH, Fort Meade and Fort Detrick within the FB AOR on an emergency basis as directed by the Government representative. Offsite support shall be required when onsite means of support have been exhausted.

3.4.2.2 Support Unified Capabilities to include VoIP and VOSIP or ECVOIP devices within the

RNEC-NCR AOR.

3.4.2.3 Support the design and configuration of user facility IT infrastructure to support voice and video. This includes layers one (1) through seven (7) of the Open Systems Interconnection (OSI) Basic Reference Model for common user voice/video networks or layers one (1) through four (4) of the OSI Basic Reference Model.

Telecommunications infrastructure includes fiber and Ethernet cabling up to the user desktop. Support for the design of the future network and telecommunications requirements includes telecommunications rooms (TR)network switches, servers, SANs, cable management systems and other network enhancements. Support the migration of services and servers to enterprise platforms.

3.4.2.4 Verify functionality of both physical and virtual servers.

3.4.2.5 Maintain, configure and test Cisco Prime Collaboration Assurance (CPCA) and Cisco Prime Collaboration Provisioning (CPCP).

3.4.2.6 Provide Tier 1 and Tier 2 support to users globally utilizing Cisco Call Manager 10.5.2 -

11.5 and Cisco Unity 10.5.2 – 11.5.

3.4.2.7 Manage and maintain analog fax lines, voicemails, Auto Attendants, phone setup, and alarms/alerts.

3.4.2.8 Assist in provisioning and maintaining the existing infrastructure of Cisco adds, moves, and changes to Voice Gateways, CTI Agent, Cisco Switch T1, and Call Routing.

3.4.2.9 Provision phone and user profiles, speed dials, name changes with Cisco Unified Communication Manager (CUCM), and voicemail on Unity Connection.

3.4.2.10 Have experience with Cisco Unity, Ribbon, Presence, and Lightweight Directory Access Protocol (LDAP) synchronization, Gatekeeper, and Cisco Unified Border Element (CUBE) Gateway functions, Session Initiation protocol (SIP), Media Gateway Control (MGCP), Skinny Client Control Protocol (SCCP), and H.323 protocols.

3.4.2.11 Update and close tickets IAW TMS NETPLUS system.

3.4.2.12 Provision phone and user profiles, speed dials, name changes with Cisco Unified Communication Manager (CUCM), and voicemail on Unity Connection.

3.4.2.13 Program call routing to multiple clusters through the Cisco SME

3.4.2.14 Review and validate understanding of customer design requirements as well as recommended process changes.

3.4.2.15 Write technical documentation on configuring UC features/functions and provisioning guides for CUCM, Cisco Unity Connection (CUC) & Unified Intelligent Contact Management (ICM)

3.4.2.16 Manage day-to-day client and internal service requests and document all services performed.

3.4.2.17 Work on design and implementation of Dial-plan for Inbound and Outbound calls in CUCM Clusters.

3.4.2.18 Configure dial plan with calling restrictions by using a combination of calling search spaces, partitions, translation patterns, dial-peers, translation rules and translation profiles.

3.4.2.19 Develop and maintain support documentation including support guides, knowledge base articles, procedures, and online customer information.

3.4.2.20 Troubleshoot voice gateways/routers parameters.

3.4.2.21 Analyze problems with Telephony and Data Network equipment.

3.4.2.22 Program the IP telephones (Cisco VIPER, etc.) and connectivity to LAN network.

3.4.2.23 Perform duties within Quality Assurance programs and customer survey process improvement programs.

3.4.2.24 Participate in projects ranging from expansion of a single line card or trunk.

3.4.2.25 Analyze the current telephone and network infrastructure and identify gaps that would prevent the successful migration from the legacy voice system to a VoIP centric system.

3.4.2.26 Evaluate and diagnose call routing and performance and recommend and implement solutions.

3.4.2.27 Maintain and administer network infrastructure standards, documentation and fault tolerance. Monitor, manage, and troubleshoot Cisco CUCM/Nortel devices (AS5300, CS2100, CM4, CM6 VOIP, Cisco routers, switches, firewalls, etc.). Perform telecommunications services for conferences and special events.

3.4.2.28 Validate and coordinate all scheduled maintenance on Transport System.

3.4.2.29 Perform/support Transport Services integration testing as required. Assist in developing and implementing technical operational procedures, standards and templates for Cisco CUCM VoIP deployments to customer sites utilizing established processes and procedures.

3.4.2.30 Provide advice and technical guidance to installation systems personnel on automated data telecommunications systems, equipment procedures, and techniques.

3.4.2.31 Maintain the Voice Network compliancy with applicable DoD, Department of the Army Directives, DISA STIG viewer and report any discrepancies to the applicable system owner in accordance with RNEC procedures.

3.4.2.32 Provide Voice engineering in support of RNEC Enterprise Cisco Deployment to support the RNEC-NCR AOR Mission Partners.

3.4.2.33 Install, troubleshoot, and test all parts of a TDM phone, to include inside outside plant infrastructure to include 300 Area digging permits.

3.4.2.34 Troubleshoot and configure CUCM and equipment.

3.4.2.35 Provide Tier 1 support to Users Globally utilizing Cisco Call Manager (CM), Cisco Unity.

3.4.2.36 Manage and maintain analog fax lines, Voicemails, Auto Attendants, phone setup, and alarms/alerts.

3.4.2.37 Provision and supports existing infrastructure of Cisco and Avaya Voice system.

3.4.2.38 Review and validate understanding of customer design requirements as well as recommended process changes.

3.4.3 Land Mobile Radio (LMR) and Tower Functions. The Contractor shall -

3.4.3.1 Provide LMR and tower support to the USASNEC-FB NNC-LMR and customers located in but not limited to the following sites: Fort Walker, VA, Fort Belvoir, VA, Joint Base Myer-Henderson Hall, VA, Fort Hamilton, NY, Fort McNair, DC, Fort Meade, MD, Navy Annex (Pentagon), Suitland, MD Tower Site, Tyson’s Corner, VA Tower Site, Germantown, MD Tower Site, Site Raven Rock, and Site C sites, Rivanna Station within the NCR LMR Network AOR.

3.4.3.2 Provide senior network-level systems administration, maintenance monitoring, and configuration management.

3.4.3.3 Assist in developing a comprehensive management plan and implement the plan after Government approval.

3.4.3.4 Coordinate installation, programming, removal, and relocation of radio communications equipment with LMR managers.

3.4.3.5 Monitor and track radio systems and tower site maintenance programs, IDS and radio subscriber repair.

3.4.3.6 Develop and maintain the talk group structure; develop a fleet map and regularly analyze and update the mapping users’ needs.

3.4.3.7 Assist NCR LMR coordinators in developing an effective frequency programming for end user radios.

3.4.3.8 Monitor and report on NCR LMR and Towers system utilization daily to the NCR LMR manager.

3.4.3.9 Develop and exercise a disaster recovery plan to respond to emergency situations and ensure that personnel are able to carry out the directives to provide continuity of operations.

3.4.3.10 Construct and deliver introductory, refresher, and remedial training sessions to system users on “as needed basis” through training teams or “train-the-trainer” programs.

3.4.3.11 Provide new customer orientation training on LMR and tower system operation and provide guidance on integration between talk groups and IDS procedures on obtaining authority to share frequency resources.

3.4.3.12 Assist in designing, developing, and disseminating educational tools and troubleshooting resources.

3.4.3.13 Assist in maintaining a standard operating procedure (SOP) or Tools, Tactics, and Procedures (TTP) for NCR LMR and Towers Operation and Maintenance.

3.4.3.14 Develop and implement the system testing and maintenance plan to prevent or respond to a system failure.

3.4.3.15 Provide technical advice on day-to-day operations necessary to ensure that the system functions as required and conduct on-site inspections of all local towers and LMR communication sites.

3.4.3.16 Advise installation and NCR LMR managers and Network Operations Center personnel on maintaining and restoring network and tower service.

3.4.3.17 Actively monitor system performance against established targets IAW local SOP to ensure uninterrupted quality service to all supported users.

3.4.3.18 Conduct performance testing, coverage testing, field testing and simulation to assure system performance and optimization.

3.4.3.19 Provide technical advice on corrective action and evaluate implemented changes.

3.4.3.20 Maintain, update, assign, and control all radio identifications to include block identifications, radio identification numbers, talk group identifications, and encryption secure codes used on the system.

3.4.3.21 Maintain records of infrastructure, equipment, and talk group design (fleet map) radio programming, profiles, IDs, service history, and functionality.

3.4.3.22 Provide inputs to all partner service’s databases associated with the trunked radio system and tower operating system.

3.4.3.23 Track system modifications, upgrades, and enhancements through effective change management.

3.4.3.24 Maintain “as-built” documentation, technical drawings and diagrams.

3.4.3.25 Work with regulatory agencies to sustain system information accuracy and avoid future interference problems.

3.4.3.26 Develop and Implement an Encryption Key Management plan to provide uninterrupted secure trunked radio system.

3.4.3.27 Load wide area roaming keys on radios.

3.4.3.28 Coordinate, with using activities, in determining specific programming requirements.

3.4.3.29 Analyze, formulate, and develop system resources to match requirements for complexity and flexibility.

3.4.3.30 Evaluate radios by reading radio data, researching radio variables, and determining capabilities and advise Government correlating requirements and capabilities.

3.4.3.31 Write specific programs for each unit's technical requirements and consider different types and models of equipment.

3.4.3.32 Update activity directory, load data into radios, label radios with identifications, save files of each radio, and maintain a database cross-referencing radios by serial number, radio personality file, and radio identification.

3.4.3.33 Program all radio variables into the LMR system to include setting priority levels, interconnect capabilities, time allotments, and site authorizations.

3.4.3.34 Actively engage the user community to ensure the system evolves to best meet operational needs.

3.4.3.35 Keep abreast of regulatory changes and make recommendations to the Government on possible responses, such as voicing concern, or ways to ensure that the required system changes can be performed in a well-planned manner.

3.4.3.36 Develop realistic strategic goals, plans, and assistance for the implementation required to address issues such as interoperability, stakeholder education, user training, system enhancements, equipment purchases, and operational concerns.

3.4.3.37 Develop targeted user surveys focusing on operational concerns as a means of identifying system management shortfalls or system performance issues and recommendations.

3.4.3.38 Implement a communications plan to disseminate system changes or upgrades to the appropriate users in a timely manner.

3.4.3.39 Develop and maintain a disaster recovery plan to respond to emergency situations and ensure that personnel are able to carry out the directives.

3.4.3.40 Required Training. The Contractor shall have successfully completed and provided a certificate of completion of the following training on the NCR LMR equipment manufactured by Harris Corporation before beginning performance: operational training and P25IP system administration and maintenance training.

3.4.3.41 The LMR system is subject to a technical refresh with vendors other than Harris. The Contractor shall be advised accordingly.

3.5 Hardware Configuration Control Manager, The Contractor shall -

3.5.1 Implement and document a communications plan and design drawings accross a diverse RNEC/LNEC network infrastructure.

3.5.2 Develop electronic materials and communications tactics for Land Mobile Radio.

3.5.3 Write and edit communications materials based on Information Technology (IT) concepts and terminology.

3.5.4 Translate technical IT information into layman’s terms.

3.5.5 Performing in-depth QC editorial checks.

3.5.6 Track and report to Government the results of internal communications activities.

3.5.7 Provide input to weekly Technical Review Board (TRB) and Change Control Board (CCB) meetings.

3.6 Backup Storage. The contractor shall-

3.6.1 Backup existing backup systems and off-site storage sites.

3.6.2 Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

3.6.3 Maintain backup systems and components, including on-call after hours support seven (7) days a week.

3.7 Data Center. The Contractor shall -

3.7.1 Maintain and operate the classified and unclassified data centers, which house the server farm, data communications center, core infrastructure components and infrastructure wiring hubs supporting classified and unclassified networks.

3.7.2 Plan, coordinate, prepare and relocate servers to an alternative data center site if a move is mandated by the Government. Schedule and perform regular and special backups on all enclave systems.

3.7.3 Respond to and resolve any failure of critical systems or components in the data center 24-hour, seven (7) day a week basis as directed by the and appropriate site government authority.

3.7.4 Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

3.7.5 Repair and recover from hardware or software failures.

3.7.6 Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.

3.7.7 Maintain data center environmental and monitoring equipment.

3.7.8 Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc.

3.8 Public Key Infrastructure (PKI). The Contractor shall -

3.8.1 Comply with DOD and Army Guidance on implementing and supporting the

DOD PKI Program.

3.8.2 Ensure that the use of DOD approved smart cards and tokens for all network users and machines are authenticated. Only the DOD Certification Authority and DOD approved External Certification Authorities will be trusted. All remote access requires approved PKI smart cards, tokens, and certificates to include access to the VPN server, the LAN, and private web servers including portals.

3.8.3 Implement biometric support of existing Common Access Card (CAC) and Alternate Smart Card Logon (ASCL) tokens as mandated by DOD and the Army.

3.9 Army Enterprise Architecture Support. The Contractor shall -

3.9.1 Develop and implement security designs for new or existing enclave system(s).

Ensure that the design of hardware, operating systems, and software applications adequately address IA security requirements for the enclave.

3.9.2 Develop and execute Net-Centric transition programs and plans.

3.9.3 Assess progress, develop tools that facilitate Net-Centricity, and draft transition plans for Army programs and organizations.

3.9.4 Develop interface specifications for use within the enclave environment.

3.9.5 Identify and analyze relevant new technology and deliver a white paper documenting the analysis and providing recommendations on Government adoption.

3.10 Server Administration and Systems Engineering. The Contractor shall -

3.10.1 Perform high-level systems analysis, evaluation, design, integration, documentation, and implementation of user applications.

3.10.2 Participate in phases of technical solution to include analysis, evaluation and integration of the existing and future infrastructure.

3.10.3 Apply higher-level business or technical principles and methods to technical problems to arrive at automated engineering solutions.

3.10.4 Draft and prepare technical reports, SOPs, TTPs and related documentation, including charts and graphs to record results, and prepare and deliver presentations and briefings.

3.10.5 Formulate and recommend solutions to comply with AITP services.

3.10.6 Participate in technical working groups and Configuration Control Board processes to arrive at solutions to IT problems encountered and to provide knowledge and information concerning state-of-the-art techniques and right-practices regarding complex software and hardware implementations.

3.10.7 Make recommendations concerning major project ramifications and offer insight on offsetting adverse impacts.

3.10.8 Test and validate software and hardware interoperability, changes and new technology against the RNEC-NCR baseline.

3.10.9 Replicate the RNEC-NCR backup data supporting LNEC operational data networks restoral sufficient to provide an accurate for production environment.

3.10.10 Ensure the Government test environment supports network engineering, directory services, web development, network management, and information assurance technology integration, testing, training, and development of capabilities prior to placing Government Off the Shelf (GOTS) or Commercial Off the Shelf (COTS) application on the operational networks.

3.10.11 Maintain all Windows Active Directory to include adding and deleting user computer objects, Domain Name Services (DNS), Windows Services Update Server (WSUS), Transmission Control Protocol/Internet Protocol (TCP\IP) and switch and router configuration and perform and maintain tape backups.

3.10.12 Troubleshoot and analyze web, SharePoint portal, and other Microsoft Secure Collaboration environment anomalies.

3.10.13 Configure Public Key Infrastructure (PKI) technologies.

3.10.14 Maintain standard Internet protocols such as Transmission Control Protocol/Internet Protocol (TCP/IP), Secure Socket Layer (SSL) and encryption.

3.11 Systems Administration and Virtual Environment. The Contractor shall -

3.11.1 Provide systems administration, with a primary focus of server virtualization.

3.11.2 Utilize VMware to identify operational and processing problems, evaluate alternative approaches, and perform, plan, and implement recommend resolutions, such as load capacity analysis, trend monitoring, resource utilization, system analysis, etc.

3.11.3 Install, test, operate, troubleshoot and maintain hardware, operating systems, and applications software.

3.11.4 Adapt and implement systems diagnostic and maintenance tools to ensure the availability and functionality of RNEC-NCR server information systems for both SIPRNET and NIPRNET.

3.11.5 Provide Virtual Environment administration for non-production lab environment.

3.11.6 Install security patches in accordance with (IAW) configuration management policies for all servers assigned.

3.11.7 Manage file access control permissions and coordinate file access with customer base.

3.11.8 Ensure the integrity of centrally managed servers and data; identify and remediate areas that could affect service.

3.11.9 Coordinate with appropriate NEC personnel to integrate systems into existing infrastructure.

3.11.10 Monitor and troubleshoot all versions of Windows servers for availability; recover data in the event of hardware or software failure.

3.11.11 Ensure customers receive current versions of supported software as new versions become available.

3.11.12 Understand and analyze findings from automated security and/or vulnerability scans from such tools as Assured Compliance Assessment Solution (ACAS), Security Content Automation Protocol (SCAP), Retina, Nessus, etc.

3.12 Active Directory Organizational Unit (OU) Administration. The Contractor shall -

3.12.1 Plan and coordinate OU administration and group policy object (GPO) administration for all computer objects in the RNEC-NCR AoR.

3.12.2 Maintain and monitor Security Technical Implementation Guide (STIG), test, and troubleshoot hardware and software compatibility problems pertaining to the RNEC-NCR network environment while maintaining cyber system compliance.

3.12.3 Schedule downtime to minimize user impact; identify and correct server security vulnerabilities.

3.12.4 Install security patches IAW configuration management policies for all servers assigned.

3.12.5 Maintain the (LDAP), Active Directory, DNS, TCP\IP, and server configuration;;

SSL and encryption. Troubleshoot, analyze and resolve anomalies.

3.12.6 Maintain the RNEC-NCR AOR, daily operations, monthly maintenance processes, methods and procedures; participate in configuration management and concepts, methods and practices sufficient to provide directory/domain services that support the RNEC-NCR OU customer base.

3.12.7 Manage file access control permissions, coordinate file access with customer base.

3.12.8 Ensure the integrity of centrally managed servers and data; identify areas that are potential service affecting; execute action to remediate identified areas.

3.12.9 Provide briefings and coordinate plans with Staff principals RNEC-NCR user groups, and all external affected sites.

3.12.10 Monitor and troubleshoot all versions of Windows servers for availability.

3.12.11 Recover data in the event of hardware or software failure.

3.12.12 Ensure customers receive current versions of supported software as they become available.

3.13 Storage Administration. The Contractor shall -

3.13.1 Plan and coordinate the installation, testing, operation, troubleshooting and maintenance of hardware, operating systems, and applications software.

3.13.2 Provide technical support to the NETAPPS and Rubrik devices to include aiding in troubleshooting, configuring, maintaining, the storage services and backup infrastructure.

3.13.3 Schedule downtime to minimize user impact, identify, and correct server security vulnerabilities.

3.13.4 Ensure security patches are installed in accordance with configuration management policies for all servers assigned.

3.13.5 Maintain Active Directory domain account permissions, TCP\IP, and server configuration; and troubleshoot, analyze and resolve anomalies.

3.13.6 Manage file access control permissions and, using AD,…