System Administration and Engineering

System Admin and Engineering

Our team understands the complexity of the inter-related programs, policies, and technology within the Federal market. GAMA-1's approach to supporting our Federal customer's in System Administration and Engineering is founded in industry best practice Information Technology Service Management (ITSM) principals defined in the Information Technology Infrastructure Library (ITIL).

Along with following an ITIL-based methodology, we leverage CMMI best practices and work with our customers to plan, design, deliver and control services and solutions aligned with their mission and objectives. Our team is ITIL trained and certified to ensure that operations and maintenance support services follow structured processes and procedures (e.g., Service Design, Release Management, Transition to Operations, Incident and Problem Management, Change Management, Quality Management) establish and track meaningful metrics, and integrate continuous process improvement. By combining the ideal mix of people, processes, and technology, GAMA-1 delivers services focused on meeting customers' needs.
  

Our company's ISO 20000 certification exemplifies our dedication to following disciplined best practice procedures, so our customers realize the benefits of our services right off the bat, day one!


GAMA-1's System Administration and Engineering Services Include:

  • Tier 0-4 Service Desk Management

  • End-User Service Center Operations and Consolidation

  • Incident and Problem Management

  • System Administration

  • Lifecycle Planning and Integration

  • Change and Configuration Management

  • Technical Project and Process Management

  • Quality Management and Testing

  • Engineering Services including Information Architecture and Environment Planning

  • Operations Support

  • Continuous Process Improvement 

  • Training and Consulting Services

  • Management of Special Projects



Our Experience

Customer Experience Operations and Management Project Experience: GAMA-1’s National Weather Service (NWS) Enterprise-Wide Support Services (5000+ End Users, 1000+ Devices Managed, 150+ VMS (Windows & Linux)) we implement our Customer Experience Management & Operations (CEM&O) approach. Within 60 days of contract kick-off, we presented customer experience findings, our recommendations, and a management plan to the NWS ACIO. We established a Continual Service Improvement (CSI) Customer Experience Management (CEM) program leveraging ITIL’s seven steps to continually measure improvements to processes, customer-focused IT services, and IT infrastructure to increase efficiency, effectiveness, reduce lifecycle costs, and improve the overall experience of the end-users. Through collaboration with NWS’ ACIO, our team members work to refine and enhance existing methodologies and provide guidance through continuous program management support for IT investment planning (ITIL 3/4, ISACA ValIT) and reporting ensuring services meet the needs of the NWS mission. We developed working relationships with NWS while focusing on critical program activities and the adoption of structured methodologies. As needed, we developed custom outreach workshops, Integrate Project Teams, customer satisfaction surveys, and training programs for planning and deploying the NWS “as-is” and “to-be” enterprise services/programs/architectures. Throughout the contract, our PM, and key staff met with NWS management to review established operational metrics along with our proposed metrics and adjusted accordingly. GAMA-1 developed Service Level Agreement (SLA) metrics and other trending metrics on a scheduled basis. Our technical team uses SNOW, Smartsheets, MS project, calendar, dashboard, and workflow capabilities to survey the customer experience, track work items, schedules, and dependencies. All to confirm contract requirements are met on time, on budget and by the terms and conditions of the contract, in addition to increasing collaboration and visibility of our performance and progress from the customer point of view. The key to our NWS CEM&O approach success is the full integration of an ITIL service management framework within the NWS technical team. To improve customer service and incident/problem resolution we support NWS as an ISO-20000 certified partner establishing migration plans, checklists, SLAs/SLOs, and SOPs for the full lifecycle management, security, and health of the NWS IT Investments. We matured NWS’ enterprise-level Service Desk (Tier 0 - Tier III) providing coverage for NWS 25+ CONUS offices/regions and different time zones.

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"Just wanted to make you aware of some great work Eric did for us yesterday and today.  A Vendor came out to set up a new piece of expensive $40,000 lab equipment that was supposed to be compatible with Windows 10.  It wasn't, and the Vendor could not identify or remedy the software issue on their end.  Eric not only figured out what the problem was and told the technician, but came up with a solution and fixed it after the technician left.  These types of issues can set us back weeks in the lab, so we are extremely grateful to have highly competent IT support in Eric to keep us up and running."
~
John Jacobs, Ph.D. NOS Cooperative Oxford Laboratory Library



"I would like to recognize Troy Takaki, Systems Engineer, at the Inouye Regional Center, for his hard work and dedication in successfully handling a difficult upgrade of a system with deferred maintenance for many years. He persevered throughout the frustrations with the controls company and worked with the tech to complete all the outstanding items. The system is stable and now under control thanks to Troy's diligent and hard work. I am very grateful to have him as part of the IT/OT team at the IRC.” 
~ Ian Chun, IT Manager IRC