Challenge
The Army’s surface transportation and distribution command required a single, accountable IT services partner capable of supporting enterprise operations across a geographically distributed footprint — spanning headquarters, domestic ports, international sites in Germany and Kuwait, and subordinate brigades and battalions worldwide. Requirements spanned the full IT spectrum: day-to-day help desk and desktop support, classified and unclassified systems administration, network infrastructure, cybersecurity compliance with Risk Management Framework (RMF), and web/application development — all under a firm fixed-price, level-of-effort contract requiring consistent staffing and zero mission gaps.
Our Approach
CEdge engaged as a significant subcontractor on a multi-year FFP IT managed services contract, providing 49% of total program labor across nine distinct service areas.
Help Desk & Customer Support
CEdge operated the primary Tier I/II help desk at command headquarters, handling approximately 3,000 calls per month during extended operating hours (0600–1800, Monday–Friday) and processing 600 Tier II escalation tickets monthly. Average ticket resolution time was maintained at 1.85 hours, with knowledge base updates delivered monthly for over 1,200 users. Support was extended to SDDC brigades, battalions, and detachments worldwide.
Systems Administration
At the Transportation Engineering Agency (TEA), CEdge administered 287 workstations, 60 virtual servers, and 21 VMware hosts for 112 users — managing Active Directory operations, daily and weekly backups, patch management, and 100+ monthly trouble tickets. At command headquarters, administration covered 1,184 workstations and 45 servers for 856 users.
Cybersecurity & RMF Compliance
CEdge managed 16 RMF packages across classified (SIPRNet) and unclassified (NIPRNet) enclaves, producing weekly Vulnerability Index reports using Nessus, developing Plans of Action and Milestones (POA&Ms), and maintaining Authority to Operate (ATO) status across all accredited systems. SCADA system security was managed at two subordinate transportation installations.
Network Infrastructure
CEdge maintained wide-area and local-area network operations connecting domestic locations (Scott AFB, IL; Concord, CA; Oahu, HI) with international sites (Sembach, Germany; Kuwait), ensuring global connectivity for the command’s transportation mission.
Web & Application Development
CEdge developed an Identity and Access Management (IDAM) solution unifying authentication across 50+ applications, delivered ocean cargo tracking enhancements within the Defense Transportation System (DTS), and implemented SharePoint-based workflow automation using Microsoft Flow, InfoPath, and Nintex.
Staffing & Security
All 46 personnel hold active, final DoD Top Secret clearances. CEdge maintained staffing continuity across CONUS and OCONUS positions — including Kuwait, where labor rates reflect international deployment requirements — in full compliance with FAR/DFARS personnel and security provisions.
Results
- 4.83 out of 5.0 customer satisfaction rating for Desktop Support services
- 1,000+ tickets processed monthly with 1.85-hour average resolution across Tier I/II operations
- 3,000 calls handled monthly at headquarters within extended operating hours
- 16 RMF packages maintained with active ATO status across classified and unclassified networks
- 50+ applications unified under a single Identity and Access Management solution
- 46 cleared personnel deployed across CONUS and OCONUS sites with zero mission gaps
- Seamless support extended to SDDC brigades, battalions, and detachments across the globe