Overview
From July 2016 to May 2022, CEdge served as prime contractor on the SDDC Desktop Office Information Systems Support contract, providing end-user IT support, desktop engineering, systems administration, and customer service for the headquarters of the Surface Deployment and Distribution Command at Scott Air Force Base, Illinois. The team supported more than 1,200 users across NIPRNet and SIPRNet.
CEdge carried full prime accountability for the entire performance period. The work continues today under the GITSS contract.
Scope of Work
Tier I and II Desktop Support
We ran a centralized help desk as the first point of contact for every IT issue at headquarters, covering hardware, software, network and VPN, permissions, and mobile devices. The team resolved more than 8,000 tickets a year, closed 99.2 percent of tickets each month on average, and resolved about two thirds of tickets the same day they were opened. We kept a knowledge base of past resolutions to reduce repeat tickets, gave every customer the chance to rate their experience in a post-ticket satisfaction survey, and produced weekly trend reports by volume, category, and office.
Command Staff and Flag Officer Support
We gave specialized support to more than 30 senior executives and their staffs, including configuring and troubleshooting their devices, checking equipment before travel, keeping them informed of outages, and providing continuous support to flag and general officers. When new senior leaders arrived, we onboarded them so their communications devices and access were configured and working from day one.
Systems Administration and Identity
We administered all office information systems and managed the account lifecycle, processing more than 300 new account requests within the two-day standard. We also pushed patches and software updates through SCCM and WSUS and tracked open security items.
Enterprise Migrations and Refreshes
We delivered three major migrations and two hardware refresh cycles without service disruption:
- PIV authentication: led the preparation and training that let headquarters finish the move eight months ahead of the deadline
- Windows 10 secure host baseline: migrated every headquarters NIPRNet system ahead of the deadline, entirely under mass-telework conditions during the COVID-19 pandemic
- Microsoft 365: moved all users from DISA Enterprise Email ahead of the deadline with zero data loss, including new account setup and CAC email address alignment
- Hardware refresh: replaced about 200 laptops, 50 desktops, and 100 or more monitors in two cycles, both on schedule
Surge Operations and Cybersecurity
When the Surface Operations Center had to move during a facility renovation, we relocated all 50 personnel, including the Battle Staff, to six locations in under a week with no downtime. We also kept the command compliant across both networks, including recovering full compliance during a cyber tasking order.
Results
- Maintained a 5.0 out of 5 customer satisfaction rating across the performance period
- Responded to executive support requests on time 98 percent of the time against a 20-minute standard
- Resolved more than 2,300 hardware incidents
- Received every contractual deliverable on time
- Completed three enterprise migrations with no disruption
- Restored 100 percent compliance after a command-wide cyber tasking order