Attch2_Exh_B_IT Workload Drivers.pptx

MDA Integrated Service Desk (ISD) The MDA CIOs ISD Available 24/7 to customers around the world Primary point of contact for all IT services provided by the MDA CIO 100% Security+ CE enrolled Provides an average of 80% “First Contact Resolution” Handles an average of 900 calls with an average call wait time of 90 seconds Completes an average of 1,500 service request, 700 user restoration and completes an average 500 associated task Provides surge support for projects, onsite support and support ~ 15 yearly mission events First hand knowledge of the Agency's operational temp and unique facility configurations supporting MDA tests

ISD Service: User Access Management

Manages over 33,000 accounts (Unclassified/Unclassified) The ISD provides account management across 11 Active Directory domains Tightly integrated with account authorizations Cyber Awareness training account management Derivative Classifier training account management Smart Card exception management, including daily checks and enforcement of expired exceptions Recovery/Restoration of deleted accounts GAL updates – Changes to users’ department (2-ltr), title/rank, employee type Privileged account management across all domains MDA Email / Exchange Services Dynamic distribution group scripting/creating and management Organizational/user mailbox/calendar creation and management ~3,000 organizational mailboxes supported ~21,000 mailboxes managed PKI certificate recovery assistance for encrypted email Assist users with whitelisting/blacklisting on Barracuda spam filter Mobile device activations, password resets and data wipe File Share Folder Permissions Manage access to network folders via security group membership Security group creation and management Folder management for home drives of restored and recovered accounts ~44,000 user accounts and objects supported

ISD Services: MDA Unique Support

Microsoft Identity Management Gateway (MIMG) The ISD has the approval role for security groups and distribution groups and converts standard groups to MIMG groups IT (Kinetic) Service Requests (KSRs) Customer assistance for submitting IT service request and status update/escalation of IT service requests Submits Facility tickets for Colorado Springs Validates external media (CD/DVD/USB) waivers and manages access request Develops standard operating procedures (SOPs) and customer training guides Manages DREN Outreach Accounts Manages UMKO/CMKO Business Partner Accounts Provides Software installation and troubleshooting Provides Walk-in Service In person classified password resets Hard drive device destruction In person support for mission critical issues Issues telephone headsets Issues computer headsets and cameras Issues miscellaneous peripherals (Keyboard, CAC readers, etc.)

Mobile device turn in Issues loaner laptops (due to time constraints due to mission travel) Test VPN for customers pre-travel

Hardware and Software

Hardware The contractor manages ~132,000 devices on the MDA unclassified/classified networks

Software The contractor manages ~10,000 items day to day at a certificate level and ~1,600 at a product level

MDA Enterprise Pipline Project Governance – Three Gov’t Boards, Contract actions, Project Closure, tracking of 450+ Projects – ( 450% increase in projects 2017 to 2022 per year) Develop 30+ SLA agreements for CIO Fee-for-Service offerings totaling ~$30M/yr Coordinate and execute project approval (~400 per year) image8.PNG image9.jpeg image10.png image11.png image1.jpeg image2.jpeg image3.png