What is at stake
For the people we support, it has to work the first time.
A user does not experience the transport or the platform. They experience whether the laptop patched without interrupting them, whether the ticket was solved on the first call, and whether they could connect from the hotel, the aircraft, or the ship. For flag and general officers, political appointees, and the people around them, there is no second try.
Some of those users are at sea or at remote sites on thin links, where a missed patch stays missed for months and a device that cannot report is a device nobody can see. The work is to keep tens of thousands of assets current and reporting, and tens of thousands of people working, without either noticing us.
By the numbers
Endpoints, devices, and users we have supported.
Much of our record is endpoint management, mobile device management, enterprise patching, and service desk work, engineered for users at sea, in the air, and on the move, where bandwidth is scarce.
Endpoint patching and compliance
Physical and virtual assets kept patched and reporting across a global fleet, with continuous monitoring in place of periodic scans.Disconnected and low-bandwidth edge
Throughput gain after re-engineering patch distribution for ships on thin links, from peer-to-peer to satellite transport.Mobile and Mac management, from a 7,000-device pilot
Devices in an enterprise mobile device management pilot, at home and abroad, beside an enterprise Mac practice on Jamf Pro.Service desk at scale
Users supported at Tier 1 through 3 across nearly 100 mission applications, flag and general officers and political appointees included.What we do
From the ticket to the device to the edge.
Run the service desk
Tier 1 through 3 support in ServiceNow: queue management, SLA dashboards, knowledge articles written back after every resolution, customer satisfaction analytics, and CMDB accuracy.Support the VIPs
Warm handoffs for flag and general officers, political appointees, and the senior leaders around them, on-call response to residences and travel kits, and accounts provisioned within 24 hours for a VIP, a standard our contracts hold us to.Manage the endpoints
Enterprise patch and endpoint management for fleets of tens of thousands of physical and virtual assets, with automated continuous monitoring in place of periodic scans, standard images, and compliance reported as it happens.Manage mobile and Mac
Mobile device management integrated with the directory and derived credentials, and an enterprise Mac practice that runs from purchase association through automated enrollment, hardening, and decommission.Keep users connected remotely
VPN and always-on remote access, virtual desktops for business and mission systems, and conditional access, so a user in a hotel, at an alternate site, or overseas works the same as one at headquarters.Reach the disconnected edge
Peer-to-peer and bandwidth-harvesting distribution that keeps assets at sea and at remote sites patched over thin links, re-engineered for satellite transport as it becomes available, with detection and response that runs at the edge.How we do it
Resolved on the first contact. Patched without interrupting.
Knowledge written back after every ticket
Workarounds and lessons learned go into the procedures the day they are found, so the next technician resolves the same problem on the first call.Scheduled around mission windows, verified reporting
Patches go out in windows coordinated with the customer and the travel calendar, and a device is not done until it reports compliant.A name, not a queue
VIP requests move between teams with a person-to-person handoff and a message to the user, never a silent transfer.Measured by the user's experience
Beyond the SLA: time to connect, first-attempt success, repeat incidents, and customer satisfaction, baselined in transition and reported every month.Technologies we work in
The tools our people run today.
Listed by product so an evaluator can match us to a requirement and a candidate can find a role. Tools are named; the environments they run in are not.
Service management
- ServiceNow
- Remedy
- BMC FootPrints
Endpoints
- MECM
- Tanium
- Forescout
- Microsoft Defender for Endpoint
- Trellix (HBSS/ESS)
- Adaptiva and BranchCache
- Nessus Network Monitor
Mobile and Mac
- Microsoft Intune
- Purebred derived credentials
- Ivanti EPMM (formerly MobileIron)
- Jamf Pro and Apple Business Manager
Remote access and virtual desktops
- Ivanti Connect Secure SSL VPN
- Citrix
- VDI
- Microsoft Entra ID conditional access
- Cisco ISE and 802.1x
Edge transport
- LEO satellite transport
- MILSATCOM (VSAT, ViaSat)
- Riverbed WAN acceleration
In practice
Where this has already been done.
Described without identifying the customer, as our release policy requires.
References for this work go to contracting officers and teaming partners on request. Request past performance
Careers
The people who do this work.
Service desk technicians and leads, endpoint and mobile engineers, desktop and VIP support, cleared to the level the program requires.