N-ITSS_PWS_Task_Order_1_SC.pdf

PERFORMANCE WORK STATEMENT (PWS)

Name: NASIC IT Support Services Communications & Information Directorate - Task Order 1

Organization: National Air & Space Intelligence Center

Address: 4180 Watson Way, Wright-Patterson AFB, OH 45433

1 PURPOSE

The National Air and Space Intelligence Center (NASIC) is the source for air and space intelligence. NASIC produces integrated, predictive air and space intelligence to enable military operations, force modernization and national policymaking.

The Communications and Information Directorate (SC) at the National Air and Space Intelligence Center is responsible for procuring, developing, operating and maintaining leading-edge Communications and Information Multimedia and Applications Systems in order to enhance the Intelligence Mission of NASIC. Areas of SC’s responsibilities include telephony; desktops, servers, virtual servers, networks, storage, storage builds;

peripheral devices such as copiers, printers, multi-function devices; electronic records management; application and operating system software; databases; IT inventory management; digital printing; visual presentation; Communications Focal Point (Help Desk); video teleconferencing and access control/intrusion detection. Other areas are also supported. SC provides engineering, installation, maintenance, administration of hardware/software; development, maintenance, administration of databases/software;

and production and dissemination of hardcopy and softcopy textual/graphical/video products.

The Communications and Information Directorate is located at the National Air and Space Intelligence Center, Wright-Patterson AFB (WPAFB), Fairborn, OH.

2 SCOPE

All work shall be performed at Wright Patterson Air Force Base (WPAFB), Fairborn, Ohio, Springfield Air National Guard Base, Springfield, OH and other AF JWICS areas of responsibility, as required. The majority of work that shall be provided will occur at one of NASIC’s facilities at WPAFB. On-site support shall also be required at other locations on WPAFB. Many of the Center’s buildings are multi-story structures.

The contractor shall augment the NASIC organic workforce to support the enterprise, which includes 20,042 users; 10,109 computer accounts; 29 networks (including JWICS, SIPRNet, NIPRNet, and StoneGhost); over 9,332 Windows desktops and Red Hat Enterprise Linux workstations of varying brands; over 1,265 virtual and physical servers of various operating systems and brands; 12.1 PB of disk storage; over 111 petabytes of tape storage; printers, scanners, copiers, fax machines and multi-function devices of various brands; 20 different operating systems; over 1500 miles of network fiber; seven primary VTC facilities; upwards of 70 desktop VTC devices; a facility access control system and intrusion detection system; and the largest SCIF conference center in the Intelligence Community.

The number of NASIC personnel and the amount of equipment and services they require will increase yearly. It is projected that the number of personnel to be supported onsite will increase by approximately 600 personnel over the next five years and the number of personnel to be supported remotely will increase by 1,000 users for AF JWICS.

Contractor shall possess a US Government Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI); selected contractor personnel may be required to satisfy a Counter Intelligence polygraph requirement. Certain contractor personnel shall also satisfy additional security requirements as detailed in para 7.

All contractor personnel shall comply with NASIC policies, processes, procedures, national and local security rules, regulations and requirements except in specific instances waived by the Contracting Officer Representative (COR) or Quality Assurance Plan (QAP).

Primary hours of support (core work hours) for NASIC facilities at WPAFB shall be 0600

– 1800, Monday through Friday, Eastern Standard Time (EST). The primary hours of support for the AF JWICS customers shall be 0600 – 1800, Monday through Friday, Central Standard Time (CST). Other types of support may be necessary outside the core work hours in order to ensure that NASIC operations are not negatively impacted. The Communications Focal Point (Help Desk) shall include 24/7 staffing support.

Contractor shall possess and maintain Information Assurance Technical (IAT) Level I (A+ Requirement) or II (Security+ Requirement) certification as required by DoD Directive 8570.01-M for the work being performed.

Required support shall include network hardware support; physical and virtual servers, workstation deployment, laptop and peripheral support; facility access control and intrusion detection IT support; storage and backup system support; multimedia support;

video teleconference coordination support; Windows system administration support;

Linux/Solaris/RedHat system administration support; IT infrastructure installation and maintenance; and storage and backup administration support.

3 REQUIREMENT(S)/DESCRIPTION OF SERVICE(S)

3.1 Communication Focal Point Support (24/7 Ops)

3.1.1 Scope (in addition to the enterprise scope detailed above) Contractor shall provide CFP support 24 hours a day for 365 days per year and be the single point of contact for all IT related issues for both internal and external customers.

Contractor shall provide Level I1 CFP support

1 Level I Support: Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem and will also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

Contractor shall perform duties of CFP Lead (i.e. Crew Commander) outside of the previous stated core work hours. Duties include network/environmental monitoring of multiple data centers/facilities; performing notification recalls to NASIC subject matter experts (SMEs), leadership and/or external agencies based on alarm/event types; coordinating response actions and documenting artifacts for after action analysis.

Contractor shall diagnose and resolve technical and end-user problems in a customer service oriented, team environment (estimated work load: ~4000 NASIC corporate customers and 16,000 AF JWICS customers, ~2000 help desk tickets per month; over 5 networks)

Contractor shall utilize the NASIC trouble ticket tracking system (Microsoft System Center Service Manager) and utilize the Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track all customer incidents and service requests

Contractor shall assist Account Management with account creation, modification, and deletion.

Contractor shall provide 24 hour network resource/environmental monitoring and alarm reporting

Contractor shall interface with external IT support agencies such as AFNET ESD, 88th CS, 83rd NOS Det 3, INOSC-E and AF JWICS ESD/ESC when appropriate.

The CFP has historically required 160 hours of contractor support per week spread evenly across the NASIC core work hours in support of NASIC and AF JWICS customers. During non-core hours and weekends, the contractor shall ensure CFP staffing with a minimum of 1 contractor manpower equivalent (CME) per shift.

3.1.2 Qualifications

Contractor shall possess IAT Level II Contractor shall have a minimum of five years’ experience performing Microsoft administration and an understanding of networks and network infrastructure fundamentals.

Contractor shall have the ability to lift up to 40 pounds Contractor shall possess a proven ability to balance, prioritize and organize multiple tasks Contractor shall possess a proven ability to resolve problems efficiently and effectively while recognizing customers’ competence levels and approaching each level appropriately

3.1.3 Description

Contractor shall follow all approved NASIC policies, processes and procedures Contractor shall follow the written and verbal instructions provided by the CFP

Crew Commander, CFP Branch Chief and/or Principal Technical Advisor (PTA) Contractor shall coordinate corrective action required by outside/parent agencies as required Contractor shall be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems Contractor shall troubleshoot assigned tickets using Standard Operating

Procedures (SOP’s)

Contractor shall provide administrative support as required such as granting/revoking network access and file permissions; performing file/directory restorations; installation of desktop software; VoIP pin resets

Contractor shall provide administrative support to user account creation and maintenance to include resetting account passwords and unlocking accounts

Contractor shall provide desktop support at the customer’s location as required;

desktop support includes Windows and Red Hat Linux workstations and mobile computing (i.e. laptops and tablets)

Contractor shall provide 24-hour network and environmental monitoring and appropriate alarm reporting utilizing NASIC-provided tools/capabilities

Contractor shall use the NASIC-provided network monitoring tool (E.g.

Solarwinds) to monitor and support various networks and system assets

Contractor shall perform system reboots in the data center as required following documented reboot procedures

Contractor shall interact with other team members and back office (Level II) personnel to determine corrective action

Contractor shall be able to utilize standard Active Directory and UNIX based commands

Contractor shall replace workstations with like systems and reload all applicable user applications

Contractor shall coordinate with other duty sections such as hardware technicians and software administrators when additional Level II2 or Level III3 support is required.

Contractor shall utilize NASIC-provided environmental monitoring system (E.g.

Site Scan) to discover and report environmental systems problems

Contractor shall follow the NASIC documented procedures to notify personnel of facility alarms to dispatch maintenance individuals

Contractor shall follow the Standard Operating Procedures for backup and restoration.

Contractor shall physically or remotely log into the system and execute prepackaged Microsoft Installers (MSIs) or follow prescribed flowcharts/checklists

Contractor shall provide Trusted Agent (TA) PKI support as requested Contractor shall provide daily network status reports Contractor shall update the HR/Personnel Database system daily Contractor shall assist Air Force Network (AFNET) Enterprise Service Desk

(ESD) with resolution of Remedy trouble tickets Contractor shall provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month

3.2 Infrastructure Engineering and Installation and Network Technician

3.2.1 Scope (in addition to the enterprise scope detailed above)

2 Level II handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle.

3 Level III: Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. A level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues.

Contractor shall provide facility network cabling design in coordination with requests from the Facility IT Service owner and/or the Network Service Owner

Contractor shall provide facility network cabling support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

Contractor shall work with the Facility IT Service Owner to schedule all facility work

Contractor shall provide Level II and III CFP escalation support Contractor shall install and maintain premises network cabling throughout NASIC enterprise to include outlying buildings (estimated work load: ~4,000 NASIC corporate customers ~10,000 fiber-connected desktops, ~2000 desktop moves requiring fiber work per year, ~100 help desk tickets per month; over 1500 miles of premises fiber cabling; historic hours of work is 10,400 hours per year)

Contractor shall install router/switches/firewall and other networking devices Contractor shall remove unused and/or abandoned network cabling and equipment Contractor shall label all installations in accordance with NASIC guidance Contractor shall maintain architectural diagrams and shall document all installations/changes in accordance with NASIC guidance Contractor shall provide technical support and guidance as needed Contractor shall monitor critical NASIC IT infrastructure (e.g. networks, servers, storage, power, and cooling) and manage the monitoring systems software and hardware as requested by the government.

Contractor will provide monitoring support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

3.2.2 Qualifications

Network Technician Contractor shall possess IAT Level II Contractor shall have at least 12 years of experience as a Network Support

Technician which includes troubleshooting and resolving problems Contractor shall have at least six years of experience in fiber optic cable installation, maintenance and repair Contractor shall possess a Cisco Certified Network Associate certification Contractor shall be capable of climbing ladders, lifting/carrying up to 40 pounds

Infrastructure Engineering and Installation Contractor shall possess industry recognized fiber-optic certification to include

Fiber Optic Association (FOA) Certified Premises Cabling Technician (CPCT) certification (preferred), FOA Certified Fiber Optic Technician (CFOT), Electronic Technicians Association (ETA) Fiber Optics Designer (FOD), ETA Fiber Optics Installer (FOI), ETA Fiber Optics Technician (FOT), or Building Industry Consulting Service International (BICSI) Installer2, Fiber-Optic.

Contractor shall be able to climb ladders and pull cabling without difficulty Contractor shall have at least five years of experience on managing IT project teams Contractor shall provide weekly status reports on all installation projects and incident request resolution

Contractor shall provide bi-annual reports on overall infrastructure status and include recommendations to improve infrastructure based on industry best-practices

Contractor shall have experience Reading Blue Prints, Maps and other Facility Documentation

Contractor shall possess at lease three years of relevant technical experience in the areas of installation, operations, and maintenance of hardware

Contractor shall possess a CompTIA A+ certification

3.2.3 Description

Network Technician Contractor shall follow all EIA/TIA Industry Standards, Air Force Standards, Wright-Patterson AFB Base Facility Standards, Tempest Regulations, and NASIC policies, processes and procedures

Contractor shall maintain NASIC networking equipment across multiple networks Contractor shall install networking equipment that is OEM Certified Contractor shall ensure networking equipment is connected to specific security levels, documented and labeled as prescribed to the NASIC Network Installation Standards

Contractor shall remove unused network cabling following all applicable standards and policies

Contractor shall document facility work being performed using the NASIC Service and Incident Request system (i.e. Microsoft System Center Service Manager)

Contractor shall document cabling according to applicable standards and processes

Contractor shall provide input to Daily Logs, Weekly Reports, and Monthly Reports on all network tasks performed, man hours used and parts used

Contractor shall maintain Communications Equipment Rooms to ensure all standards are followed

Contractor shall label and document all installations in accordance with NASIC prescribed practices

Contractor shall perform hardware configurations/installations in accordance with applicable standards

Contractor shall troubleshoot network issues Contractor shall identify cabling issues/breaks Contractor shall re-terminate fiber optics and cat5/cat6 cabling Contractor shall repair and maintain network equipment Contractor shall have experience in Data Center and Computer Equipment

Rooms installation Contractor shall provide monthly functional area reports summarizing work

Infrastructure Engineering and Installation Contractor shall follow all EIA/TIA Industry Standards, Air Force Standards, Wright-Patterson AFB Base Facility Standards, Tempest Regulations, and NASIC policies, processes and procedures

Contractor shall work with government Network and Facility IT Service Owners to design, plan, and coordinate all internal (a.k.a premises) cable plant installations

Contractor shall install premises fiber infrastructure cabling by using CPCT certified technicians to ensure all applicable regulations and standards are followed

Contractor shall serve as a Subject Matter Expert to NASIC SC and its designated Representatives on all network installation projects

Contractor will document all work using theNASIC generated Incident and Service Requests system (i.e. Microsoft System Center Service Manager) and provide documentation and accountability to install and maintain data communication infrastructure

Contractor shall install IT equipment in the data center and CERs following all applicable standards

Contractor shall ensure IT equipment is connected to specific security levels, documented and labeled as prescribed to the NASIC Network Installation Standards

Contractor shall remove unused network cabling following applicable standards Contractor shall document cabling according to applicable standards Contractor shall review and place Installation Orders and User Requirements on the operations calendar to ensure installation requirements are met and tasks do not overlap with other facility requirements

Contractor shall provide input to Daily Logs, Weekly Reports, and Monthly Reports on all network tasks performed, man hours used and parts usage

Contractor shall assist NASIC SC personnel to maintain Courtesy Storage Facility parts inventory by logging all parts received and removed by NASIC/SC technicians

Contractor shall work with the NASIC/SC Data Center personnel to ensure proper infrastructure is in place for all equipment

Contractor shall maintain Communications Equipment Rooms to ensure all standards are followed

Contractor shall install, route, and dress fiber segments needed to facilitate the upgrade to the NASIC complex

Contractor shall label and document all installations in accordance with NASIC prescribed practices

Contractor shall have experience in design and installation of structured cable systems.

Contractor shall perform fiber, cable, and computer system installation for all NASIC networks such as JWICS, SIPRNet and NIPRNet.

Contractor shall terminate all fiber using up to three different UNICAM connectors (SC, ST, and LC)

Contractor shall pull fiber up through preinstalled conduit and cable trays Contractor shall terminate fiber at IDF/MDF patch panels, switches, fiber patch boxes, and zip runs Contractor shall perform hardware configurations/installations in accordance with applicable standards Contractor shall install racks and equipment in the NASIC Data Center and mux rooms in accordance with applicable standards Contractor shall troubleshoot network issues Contractor shall identify cabling issues/breaks Contractor shall re-terminate fiber optics and cat5/cat6 cabling Contractor shall repair and maintain network equipment

Contractor shall relocate IT for NASIC customers from old locations to new locations

Contractor shall install/remove desktop computers and peripheral equipment Contractor shall prepare estimates on time and material required for Network and

Facility IT Projects.

Contractor shall manage and schedule a crew of installation and repair technicians Contractor shall work with NASIC SC and its designated representatives to schedule and execute facility construction and maintenance activities.

Contractor shall maintain list of equipment associated with this functional area Contractor shall provide monthly functional area reports summarizing work

3.3 Hardware Technician (Desktop, Peripherals & Datacenter Support)

3.3.1 Scope (in addition to the enterprise scope detailed above) Contractor shall provide desktop, peripherals and datacenter support during the core work hours and on-call support for non-core hours as approved by the COR or QAP

Contractor shall provide Level III CFP escalation support Contractor shall provide Defense Reutilization Management Office (DRMO) support Contractor shall be required to replacing or install approximately 900-1200 workstations per year Contractor shall be required to replace or install approximately 50 new printers per year Contractor shall be required to repair approximately 150 printers per year Contractor shall be required to replace or install approximately 20 new physical servers per year and maintain approximately 200 servers per year Contractor shall maintain architectural diagrams and shall document all installations/changes in accordance with NASIC guidance Equipment to be installed and maintained includes but is not limited to

Windows/VMWare-ESX and Oracle (Sun)/Unix/Linux/Solaris servers, various Linux servers (to include Red Hat Enterprise Linux), Dell and HP Windows/Linux desktop computers (to include other AFWAY desktops and workstations), various Linux workstations (to include Red Hat Enterprise Linux), Lexmark printers, multi-function devices, and Zenoss network and server management

3.3.2 Qualifications

Contractor shall possess IAT Level I Contractor shall possess appropriate certifications from equipment vendors or their designated parties (e.g. Lexmark, Sun/Oracle, Quantum, Dell) Contractor shall have experience in Server and Quantum Tape Robot installation and maintenance

3.3.3 Description

Contractor shall follow all approved NASIC policies, processes and procedures Contractor shall install/maintain/repair/remove servers, workstations and peripherals Contractor shall install, maintain, repair, remove scanners, fax machines, network printers, multi-function devices, and copiers

Contractor shall perform supplies management in support of supplies acquisition (e.g. rack brackets, power cords, power strips)

Contractor shall provide computer inventory and accountability support in accordance with customer prescribed practices with minimal supervision

Contractor shall maintain list of toolboxes associated with this functional area Contractor shall provide monthly functional area reports summarizing work accomplished, work planned in next month and important issues occurring during the month

Contractor shall perform maintenance for non-emergency and emergency requirements including servers and tape libraries

Contractor shall submit Configuration Change Request (CCR) for software and hardware maintenance actions and approved by the Configuration Change Request Panel before work is performed

Contractor shall work NASIC Microsoft System Center Service Manager tickets received and will use best OEM practices to troubleshoot and repair defective devices

Contractor shall install and move servers, workstations and peripherals in accordance with NASIC guidelines

Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a government CCR documenting the change and receiving approval prior to completing the modification

Contractor shall track Data Center moves and infrastructure via Aperture Vista and track IT in Air Force Equipment Management System (AFEMS)- Assets Inventory Management (AIM) for Automatic Data Processing Equipment (ADPE) tracking

Incident Reports are received and documented using the NASIC Microsoft System Center Service Manager

Contractor shall document IT devices requiring the replacement of parts using Microsoft System Center Service Manager ticketing system and Other Designated Costs (ODCs) procurement ordering process

Contractor shall receive, test, and return to Governmental bench stock all vendor repairs

Contractor shall install, test, and return to operational service for redistribution to the customers all warranty repairs

Contractor shall support a monthly preventive maintenance on all servers, peripherals, and tape libraries with assistance from NASIC government partners and contract vendor’s OEM partners

Contractor shall submit non-emergency maintenance requests using the NASIC CCR process at least two weeks prior to scheduled activity

Contractor shall, after the maintenance activity receives Government approval from the CCRP, document and notify both user and management the change and any required outage in writing and document implementation results within the CCR

Contractor shall prepare power whips for installation and removal Contractor shall install, remove and replace data center infrastructure equipment Contractor shall maintain list of equipment associated with this functional area

3.4 System Administration

3.4.1 Scope (in addition to the enterprise scope detailed above) Contractor shall provide Windows, Red Hat Enterprise Linux (RHEL), Solaris and

Linux system administration support during the core work hours and on-call support for non-core hours as approved by the COR or QAP.

Contractor shall provide Level III CFP backchannel support Contractor shall provide compliance with USAF/DIA directives, including but not limited to Time Compliance Network Orders (TCNO), Information Assurance Vulnerability Alerts (IAVA) and Intelligence Community Vulnerability Alerts

(ICVA).

Enterprise maintains operating system versions as required by the IC, DoD and

USAF

NASIC server, storage and workstation infrastructure shall be sustained in compliance with Command Cyber Readiness Inspection criteria

Contractor shall provide documented Operational views of new installations and upgrades and comply with all NASIC governance

Contractor shall sustain remote management services and connectivity for ~10,000 fiber-connected desktops,~200 help desk tickets per month; maintain self-serve software application catalogs with ~100 titles responding to new requests within 5 business days

Windows Enterprise includes roaming Windows profiles for approximately 3400 personnel Enterprise includes the current DoD/IC approved version or one behind.

Enterprise programs and applications to be supported are VMWare ESX, Exchange Server, SQL Server, SharePoint 2010/2013, SCCM, WSUS, Flexira, AdminStudio, Windows Server, Citrix, Windows Terminal Services, Hummingbird, Samba, Vintela Authentication Services, MS Cluster Services, Active Directory, Host Based Security System (HBSS) BMC/Remedy, Symantec Antivirus Server, McAfee Antivirus Server, Outlook, Internet Information Server, Adobe products, and various scripting languages including Perl, PowerShell, VB Script

RHEL/Solaris/Linux Enterprise includes primarily Solaris and RHEL operating systems (OS) Enterprise programs and applications to be supported are NIS, DNS, Vintela

Authentication Services, RedHat Satellite Server, Zenoss Enterprise Network Modeling, Oracle, BMC/Remedy, Jumpstart, NetBackup, StorNext HSM, Veritas HSM, Veritas Clusters, IBRIX, ZFS, VMWare, Kernel Virtual Machine (KVM), Virtual Box, Samba, Apache, Tomcat, Oracle Web Services, eXmeritus, SeaMonkey, Thunderbird, Firefox, Adobe, Symantec, Secure Messaging and Routing Terminal Server (Smart) and Smart.neXt, VMWare ESX and Consolidated Backup Server, and YUM repositories, Open Office and various programming/scripting languages including Fortran, C, C++, Perl, Java, Bourne and Korn Shell

Enterprise services to be supported are the NASIC enterprise message system and electronic records management

3.4.2 Qualifications

Contractor shall possess IAT Level II

Windows Contractor shall have at least five years of experience in Windows System

Administration to include Active Directory, Exchange, SQL, SCCM, SCSM, Citrix, and SharePoint

Contractor shall have certifications in Windows/MS operating systems (e.g. MTA, MCSA, MCSE)

RHEL/Solaris/Linux Contractor shall have a minimum of six years of experience working with Solaris

(10 and above) and possess a current UNIX certification Contractor shall have a minimum of six years of experience with Redhat

Enterprise Linux (RHEL), Enterprise backup and restore solutions, scripting, and experience with security scanning products.

Contractor shall have a minimum of six years of experience in enterprise backup and restore solutions, storage area network (SAN), and network attached storage (NAS) with scripting languages

Contractor shall have a minimum of six years of experience in Perl scripting, Active Directory, Windows networking, and infrastructure support

Contractor shall have a minimum of six years of experience in systems analysis, requirements analysis, software design, coding, testing, and validation

Contractor shall be able to install and extract network cabling and climb ladders without difficulty

Contractor shall as required, work any shift/extended shifts, and on call support Contractor shall possess a Red Hat Certified Systems Administrator for RHEL 6

(RH200) certification Contractor shall possess a Sun Certified System Administrator for Solaris

(SCSA) Certification Contractor shall possess a VMware Certified Professional 5-Data Center

Virtualization (VCP5-DCV) certification Contractor shall possess Oracle/Sun Enterprise Server certifications

(e.g. M9000, M6)

3.4.3 Description

Contractor shall follow all approved DoD and NASIC policies, processes and procedures

Windows Contractor shall maintain/administer/update Windows operating systems, products, applications and services Contractor shall provide production network integration between current and new services, as required Contractor shall maintain configuration management controls, to include security/update patches Contractor shall create/maintain custom ad hoc scripting Contractor shall maintain and administer Windows Terminal Services/Citrix Contractor shall conduct periodic log reviews for usability and troubleshooting Contractor shall develop change plans for all Windows Enterprise/Domain modifications

Contractor shall provide monthly functional area reports summarizing work the month

Contractor shall manage and administer Microsoft SQL database services Contractor shall manage and administer Microsoft SharePoint server farm Contractor shall maintain Active Directory and associated custom scripting for account validation, office symbol changes and administration of Group Policy Objects (GPO)

Contractor shall maintain Domain Name Service configuration integrated across Windows/Unix

Contractor shall maintain/update Active Directory Exchange extensions Contractor shall perform file and email message remediation as necessitated by identified security incidents Contractor shall maintain/update clustered Exchange servers for high-availability, to include daily review of system and application logs for the Exchange cluster Contractor shall verify delivery and transit of email inbound/outbound to other

SMTP mail servers Contractor shall provide highly-available, fault tolerant file/print cluster services such as drivers, spooler and printer configuration Contractor shall configure/maintain Windows attached storage Contractor shall maintain TCP/IP configuration controls Contractor shall maintain and track user access Contractor shall support installation/admin/update of antivirus software, server and signatures.

Contractor shall maintain/administer/update Windows products, applications and services Contractor shall maintain/administer/update approved third party Windows applications Contractor shall perform software loading and configuration controls Contractor shall perform Certificate to Operate (CTO) testing and produce test result reports in accordance with provided guidance Contractor shall provide/maintain Windows server builds IAW NASIC processes and policies Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a government CCR documenting the change and receiving approval prior to completing the modification

RHEL/Solaris/Linux Contractor shall maintain/administer/update Unix/Linux products, applications and services Contractor shall maintain/administer/update approved third party Unix/Linux applications Contractor shall provide functional utilization reports as requested Contractor shall build/maintain/administer license servers Contractor shall perform Certificate to Operate (CTO) testing and produce test result reports in accordance with provided guidance

Contractor shall provide support for operating system and third party application Server and Workstation products

Contractor shall create/maintain custom ad hoc scripting Contractor shall maintain Domain Name Service administration and configuration integrated across Windows/Unix Contractor shall maintain/update Kickstart server/workstation builds Contractor shall maintain/update NIS maps Contractor shall provide Network File System (NFS) support Contractor shall maintain/update custom Samba services Contractor shall maintain/update programming/scripting languages and libraries Contractor shall maintain/update/administer eXmeritus Contractor shall install and maintain security/update patches for Linux and

Solaris Contractor shall develop configuration management tools including but not limited to Root_disk_dump, Useradd, and Qservers Contractor shall write custom Oracle queries/reports and/or developing Perl modules to obtain additional required data from workstations/servers Contractor shall write API Satellite Perl scripts for queries management of server and clients and API scripts to manage Red Hat Satellite server and its clients Contractor shall develop scripts to maintain integrity of critical network services

(DNS, NIS, LDAP, VAS password synchronization) between Solaris, Linux and Windows

Contractor shall perform functionality testing before application installation and regression testing post-install and generating before-after reporting

Contractor shall develop new and maintain existing ad hoc customer-scripting supporting administrative requirements

Contractor shall develop local processes and scripts to ensure consistent updates, along with on-linked hourly/daily/monthly backups of critical source files.

Contractor shall configure, maintain, update, and monitor samba services wherever customer Windows clients need access to enterprise class Hitachi SAN and NAS storage

Contractor shall maintain both Red Hat and Custom Software channels on Red Hat Satellite servers Redhat Package Manager (RPM) repositories by downloading RPM updates to be sent to Satellite clients

Contractor shall administer Windows domain accounts and groups while keeping each integrated with Linux accounts and groups

Contractor shall ensure proper client versions are being used and configurations are kept complaint

Contractor shall provide UNIX/Linux VAS access controls to all UNIX/Linux servers and clients

Contractor shall provide complete network modeling detailing all network equipment, servers and workstations

Contractor shall ensure all SAM-QFS file systems are active and able to stage files

Contractor shall perform HSM database checks and tape library maintenance Contractor shall provide Useradd application support Contractor shall perform firmware upgrades Contractor shall provide pre/post-maintenance test scriptage (qservers)

Contractor shall analyze system faults, troubleshoot, and run diagnostic tests on operating systems and hardware to detect problems

Contractor shall troubleshoot system performance problems and make system modifications to accommodate hardware upgrades

Contractor shall provide Solaris system and network configuration and administration

Contractor shall provide Sendmail and Simple Mail Transfer Protocol (SMTP) support

Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a

3.5 Storage and Enterprise Backup Services

3.5.1 Scope (in addition to the enterprise scope detailed above) Contractor shall provide storage and backup enterprise services during the core work hours and on-call support for non-core hours as approved by the COR or

QAP

Contractor shall provide Level III CFP backchannel support Contractor shall maintain architectural diagrams and shall document all installations/changes in accordance with NASIC guidance

Storage Installation and Maintenance Contractor shall provide maintenance, administration, update, configuration, integration, and documentation of NASIC’s Enterprise Storage Area Network Contractor shall ensure a monthly preventive maintenance schedule is conducted for non-emergency requirements including servers, storage devices, controllers, and database backup

Contractor shall update portal tables, access permissions, user accounts, roles, mapping, workspace, and devices.

Contractor shall install portal devices according to NASIC/SC standards Contractor shall provide non-emergency maintenance completed within approved scheduled downtime Contractor shall provide emergency or critical maintenance completed within approved time period Contractor shall ensure defective parts are documented and sent to the vendor for repair Contractor shall ensure vendor repairs are received and tested and returned to

Government bench stock Contractor shall warrantee repairs are installed and tested then the devices are returned to operation service for redistribution to the customers Contractor shall document firmware updates, configurations, and portal assignments Contractor shall provide corrective and preventative maintenance on all tape libraries and storage sub-systems

Contractor shall provide all installation and maintenance of all Quantum enterprise tape backup storage system including the following Quantum libraries Scalar i2K, i6K and i500

Contractor shall perform all installation and maintenance of all Hitachi Data Storage Network Attached Storage systems

Contractor shall perform all installation and maintenance of all Sun/Oracle Network Attached Storage systems

Contractor shall perform installation and maintenance of all Brocade SAN switches including the 6510 and 8510 series

Contractor shall document installations, removals, and change requests using the NASIC CCR process; contractor shall gather technical information in support of the CCR process to include microcode software updates, license software changes, and updates to antivirus applications; contractor shall submit a

Storage Administration

• Enterprise programs and applications to be supported are Veritas Enterprise Backup service, CommVault Backup service, Hitachi Storage, Oracle Sun Network Attached Storage, Oracle Common Array Manager, Solaris Archive Manager-Quick File System (SAM-QFS), Automated Cartridge System Library Software (ACSLS), EMC Data Domain, Cisco FC Management Interface, Dell Compellent

• Contractor will respond to new storage configuration requests within 7 business days

• Contractor shall perform zoning and configuration administration of Brocade 8510 and 6510 fibre channel switches

• Contractor shall perform LUN, LDEV, and host group administration on Hitachi G1000, 9990v, VSP, and HUS-150

• Contractor shall perform Common Array Manager storage allocation and front-end presentation for STK 6780 and 6540 arrays

• Contractor shall perform protocol, zpool, network and disk allocation administration for Oracle 7420 and ZS3 NAS platforms

• Contractor shall perform Netbackup policy, storage units, scheduling administration for UNIX, Windows, and LINUX backup operations

• Contractor shall perform Netbackup data recovery operation from tape and disk backup targets

• Contractor shall perform SAM-QFS file system, archive, staging, recycling, releasing, and metadata administration

• Contractor shall perform ACSLS, SAM-QFS, and SL8500 integration administration

• Contractor shall perform Quantum I6k, I2k, I500, and Oracle SL8500 tape library administration

• Contractor shall perform Dell Compellent data storage configuration and volume presentation administration

• Contractor shall perform Cisco fibre channel switch zoning and port administration

• Contractor shall perform EMC Data Domain disk array administration

3.5.2 Qualifications

Contractor shall possess IAT Level II

Storage Installation and Maintenance Contractor shall have 8-10 years of directly related experience in Storage Area

Networks Contractor shall have experience in Multi-Vendor Server, Network, Storage Area

Network Contractor shall possess an OEM Hitachi, Quantum, SUN/Oracle certification with over 10 years of experience Contractor shall have experience in Hitachi Virtual Storage Platform (VSP), Hitachi Universal Storage Platform V (USP V), Hitachi Universal Storage Platform VM (USP VM), VSPG1000

Contractor shall have experience in Hitachi Unified Storage (HUS), Hitachi Adaptable Modular Storage 2000 Family (AMS 2000), and Hitachi NAS Platform

Contractor shall have experience in Sun/Oracle Enterprise SAN Platforms to include 9990V, Unified Storage and F5100 Flash Array

Contractor shall have experience in Service processor (SVP) to assign (LUN) logical unit mapping, (LUSE) Logical Unit Size Expansion, and (VLL) virtual logical volume image and (DCR) Dynamic Cache Residency

Contractor shall have experience in Flash Access (used to keep data in cache for quicker access)

Contractor shall have experience in Microcode exchange to OEM recommended versions with no effect on data path

Contractor shall have experience in user license key installation Contractor shall have experience in Diagnostics to monitor and best utilize system resources Contractor shall have experience in Failed Hard Disk Identification, replacement and data restoration with no data loss or lapse in service Contractor shall have experience in Defective Shared and Cache memory, Cache Switch, Disk Adapter, Channel Host Adapter, Cache batteries, power supply, Contractor shall have experience in Voltage regulator, identification and replacement with minimal or no data loss or lapse in service

Contractor shall have experience in Warranted Service support including mail around parts replacement

Contractor shall have experience in Brocade enterprise-level data center and campus SAN fabric switches using Fibre-Channel and iSCSI protocols

Contractor shall have experience in Sun Oracle NAS installation and maintenance Contractor shall have experience in Hitachi Lightning 9900/9900V-series

Enterprise Storage Systems and Hitachi Adaptable Modular Storage (AMS) 2x00-series scalable storage

Contractor shall have experience in Hitachi Hi-Command software suite, including Device Manager, Storage Services Manager, Tuning Manager, Remote Replication, ShadowImage and Tiered Storage Manager applications in both physical and virtual server environments.

Contractor shall have experience in Implementation and management of Hitachi Storage Navigator Modular 2 for monitoring and control of Hitachi AMS 2x00-series systems deployed in Microsoft Windows and UNIX environments, to include the use of Dynamic Provisioning, Copy-On-Write Snapshot and TrueCopy replication, volume migration and management, cache residency management, cache partitioning and provisioning, and online RAID group expansion

Contractor shall have experience in Advanced hardware and network installation, maintenance and monitoring experience on ADIC/Quantum Scalar i2K and i6K tape library units

Contractor shall have experience in Knowledge of SAM-QFS in Hierarchical Storage Management (HSM) 3-tier environments

Contractor shall have experience in Hitachi Data Systems (HDS) TCI2208 Implementing and Supporting Hitachi Unified Storage

Contractor shall have experience in Quantum SAN i6K 2-0375 Administration, Configuration and Support

Contractor shall have experience in Hitachi Data Systems (HDS) SAN THI1997 Administration, Configuration and Support VSP

Contractor shall have experience in Quantum Tier 2 SAN PX720 2-0308 Administration, Configuration and Support

Contractor shall have experience in Hitachi Data Systems (HDS) SAN THI1570 Administration, Configuration and Support USP V and USP VM

Contractor shall have experience in Brocade Advanced Storage Fabric Services Network Administration

Contractor shall have experience in Hitachi Data Systems (HDS) SAN 9900 & 9900V Administration, Configuration and Support

Contractor shall have experience in Oracle/SUN SAN Volume Manager with Photon Administration, Configuration and Support

Contractor shall have experience in General Dynamics DISS Core Management Development Program

Contractor shall have experience in Oracle/SUN ST-350 Fault Analysis Workshop

Contractor shall have experience in Oracle/SUN SM-101 Solaris 2.X Operating System Essentials

Contractor shall have experience in Oracle/SUN Net Manager and Network Troubleshooting

Contractor shall have a minimum of 5 years of experience working with

Enterprise Storage Area Networks and backup and restoration Contractor shall be able to install and extract SAN cabling and climb ladders without difficulty Contractor shall as required, work any shift/extended shifts, and on call support Contractor shall have experience with Solaris 10/11, Sun Certified System

Administrator for Solaris Contractor shall have experience with Linux+

3.5.3 Description

Storage Installation and Maintenance Contractor shall provide monthly schedule preventive maintenance for non-emergency requirements including servers, storage devices, and tape libraries Contractor shall submit Configuration Change Requests (CCRs) for software and hardware maintenance actions to be approved by the Configuration Change Request Panel (CCRP)

Contractor shall perform non-emergency maintenance within approved schedule downtime

Contractor shall use front panel interface to determine defect and repair/replace or escalate

Contractor shall utilize library management console to troubleshoot and manage status of library systems

Contractor shall replace hardware and update firmware as needed Contractor shall use OEM contract for issue escalation and technical support Upon notification by Government Storage Engineer of installation requirement and hardware delivery date, contractor shall identify physical install location and power availability, shall run all network and SAN connections, shall unpack and assemble hardware in accordance with Hitachi install procedures, shall connect and configure all SAN and network interfaces, shall configure raid and disk emulation, and shall present storage to hosts

Contractor shall configure the network settings and change factory passwords Contractor shall configure fabric parameters and assign licenses Contractor shall established SAN topology, attach inter-switch links (ISL's) and replicate new switch into configuration Contractor shall build New Fabric Switch with site configuration, host aliases, zones and connect hosts and ensure all configuration is in accordance with Brocade install procedures

Contractor shall ensure new installations and changes to existing architecture are not initiated until a Configuration Change Request (CCR) is completed and approved by the CCRP

Contractor shall ensure storage build configurations, storage assignments, port assignments and software configurations are recorded at the time of work and controlled by SC Gov't Storage Engineer Contractor shall work NASIC Microsoft System Center Service Manager tickets received

Contractor shall install/maintain/administer/update Storage Switches, Netbackup/restore solutions, Network attached storage appliances and Archiving platforms

Contractor will test and evaluate data backup integrity by performing restore testing

Contractor shall collaborate with Windows, UNIX and LINUX administrators to configure and troubleshoot server data backups

Contractor will collaborate with vendors for troubleshooting storage system/application failures

Contractor shall provide functional utilization reports as requested Contractor shall provide SAN integration services Contractor shall execute Brocade SAN switch zoning and Fabric Operating

System Upgrades Contractor shall conduct SAN switch performance testing/tuning/troubleshooting Contractor shall install and troubleshoot SAN cabling Contractor shall develop scripts to monitor SAN resources and respond to adhoc user requests

Contractor shall support SAN resources using vendor-specified microcode management tools

Contractor shall configure storage allotments on Enterprise SAN storage, Network Attached Storage and modular storage

Contractor shall configure local and remote Disaster Recovery Plan (DRP) resources according to in accordance with customer guidelines, monitor daily data transfer status, insure current backup of all critical is complete, resolve hardware and network problems that would clause connectivity issues

Contractor shall develop scripts to maintain integrity of critical network services (DNS, NIS, LDAP and password synchronization) between Solaris, Linux and Windows

Contractor shall configure/maintain Quantum I6k, I2k and I500 tape…