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CC - Item 4J - Award of Contract for Professional Information Technology Managment Services
ROSEMEAD CITY COUNCIL STAFF REPORT TO: THE HONORABLE MAYOR AND CITY COUNCIL FROM: BEN KIM, CITY MANAGER 4eN./ DATE: NOVEMBER 12, 2024 SUBJECT: AWARD OF CONTRACT FOR PROFESSIONAL INFORMATION TECHNOLOGY MANAGEMENT SERVICES SUMMARY The City of Rosemead contracted information technology ("IT") services with Max Power Technology, LLC ("Max Power") in December 2019. Their contract is set to expire on December 10, 2024. A competitive bid process was conducted, and eleven (11) qualified proposals were received. Based on a review of all proposals, staff is recommending the City Council authorize the City Manager to execute a Professional Services Agreement ("Agreement") with Acorn Technology Services ("Acom Technology") for a 3 -year contract in the amount of $431,820 through November 12, 2027, with the option for up to two one-year extensions. DISCUSSION Max Power currently provides one full-time (40 hours a week) onsite IT Technician, 24/7 emergency hotline, and access to after-hours support for $10,474 per month (or $125,685 annually). They support the City's IT infrastructure, encompassing all City facilities, including over 100 computers, 12 servers, and department -specific software programs and systems. Since the original expiration date of December 10, 2022, the Agreement has been amended twice to extend the term for two additional years. Due to exhausting the limit of term extensions, City staff released a Request for Proposal ("RFP") for IT services on August 28, 2024, via the PlanetBids portal available on the City's website. The scope of services prioritized current service levels and efficiency to ensure the City continues to meet the needs of staff, residents, and customers. The RFP closed on September 25, 2024, and the City received eleven (11) electronic proposals. The following table illustrates an overview of all proposals received: AGENDA ITEM 4.J City Council Meeting November 12, 2024 Page 2 of 6 Overview of Proposals On - Vendors Primary Year 1 Year 2 Year 3 Total Cost call/After- Sery ounded hours Rate Assure Consulting IT Services 2020 $117,920 $117,920 $117,920 $353,760 $75/hour Group LLC Acorn Technology IT Services 2000 $143,940 $143,940 $143,940 $431,820 No charge Services IT Services / Encode Inc. Recruitment 1997 $728,952 $728,952 $728,952 $2,186,856 Not provided & Staffing Services Exigent Systems IT Services 2005 $141,000 $141,000 $141,000 $423,000 $300/hr Inc. $142,032 $142,032 $142,032 $426,096 Infinity ITServices 2007 No charge Technologies $176,592 $176,592 $176,592 $529,776 IT Services / Lada Systems, Staffing 2000 $143,981 $143,981 $143,981 $431,944 Not provided Inc. Services Knight Not $100 - Communications IT Services listed $132,000 $138,600 $145,530 $416,130 $132/hour Inc. LanceSoft, Inc. ITServices 2000 $116,004 $116,004 $116,004 $348,012 $2,000/month Max Power IT Services 2007 $151,200 $158,760 $166,692 $476,652 $125 - $200/hour Technology LLC Recruitment Optimuss,Inc. &Staffing 2010 $107,213 $107,213 $107,213 $321,638 $88.76/hour Services Tech Smart Recruitment &Staffing 2021 $131,040 $131,040 $131,040 $393,120 Not provided Solutions LLC Services City Council Meeting November 12, 2024 Page 3 of 6 Following a thorough evaluation process, proposals were scored based on completeness, experience, qualifications, work plan, staffing, proposed innovations, and cost (Attachment B). A vendor could earn a total of 100 points. Rank Vendor Location Evaluation Scores 1 Acorn Technology Services Riverside, CA 87 2 Infinity Technologies Elk Grove, CA 84 3 Max Power Technology LLC Ventura, CA 74 4 Exigent Systems Inc. Redlands, CA 70 5 Assure Consulting Group LLC Gwynn Oak, MD 68 6 LanceSoft, Inc. Herndon, VA 67 7 Jada Systems, Inc. Pasadena, CA 65 8 Knight Communications Inc. Claremont, CA 48 9 Optimuss, Inc. Ashburn, VA 43 10 Encode Inc. Freehold, NJ 39 11 Tech Smart Solutions LLC Edison, NJ 31 Vendor Acorn Technology Services Exigent Systems Inc. Infinity Technologies Max Power Technology LLC Location Riverside, CA Redlands, CA Elk Grove, CA Ventura, CA Year Founded 2000 2005 2007 2007 Numberof Employees 85 14 62 14 Current Public Contracts Yes Yes Yes Yes Yearl $143,940 $141,000 $176,592 $151,200 Year2 $143,940 $141,000 $176,592 $158,760 Year3 $143,940 $141,000 $176,592 $166,692 Total Cost $431,820 $423,000 $529,776 $476,652 Cost for Additional Hours No charge $2,000/month No charge $125-$200/hour Breakdown of scores Proposal Summary (5) 5 4 4 4 Profile of Firm (10) 10 8 10 10 Qualifications (25) 25 20 25 15 Work Plan (25) 17 20 25 23 Staffing (10) 10 3 10 9 Innovations (5) 5 0 5 3 Cost sheet& Rates (20) 15 15 5 10 Total(100) 87 70 84 74 City Council Meeting November 12, 2024 Page 4 of 6 Staff invited the top four ranking firms to participate in an interview. These vendors represented the best combination of experience, qualifications, proposed work plan, and costs. Interviews were conducted virtually and in-person on October 29 & 30, 2024, by City staff from the Administration and Finance departments. The panel considered additional factors such as management of IT infrastructure, IT service support, risk and security. Following the interview, staff conducted reference checks for Acorn Technology Services. Below is a summary of the reference responses: Acorn Technology Services References POSITION City of Avalon Masters in Computing; Masters in Computer Science; References City of Covina Bachelor of Computer Science; 20+ years of end-to-end Umar Irshad Smart Shop IT management and Industry Transportation Current platforms. Director of B.A.Certification; 5 years with Acorn; Account Araceli Nava Yes Yes Yes Yes contract? Management Yearswith Associates of Project Management; 10 years with Acorn Director of Technology; Delivered multiple server network, software, Ryan Wambolt 7 3 10+ 10+ vendor Director of Bachelor of Information Technology; Associates of Sara Lauritzen Recommend? Yes Yes Yes Yes Responses were positive, and highlighted the company's skills in on-site support, network engineering and detail in workmanship. One respondent emphasized that Acorn Technology engineers are the best IT staff they've worked with in the San Gabriel Valley. In summary, the references provided gave positive feedback and highly recommended this firm. Acorn proposed assigning the staff listed below to Rosemead. It should be noted that the onsite technician will be hired once the contract is awarded. City staff will be included in the interview process to ensure the candidate is a good fit for the organization. STAFF MEMBER POSITION Masters in Computing; Masters in Computer Science; Chief Bachelor of Computer Science; 20+ years of end-to-end Umar Irshad Information IT management and Officer governance; Designed and implemented security platforms. Director of B.A.Certification; 5 years with Acorn; Account Araceli Nava Account management strategy and customer service. Management Associates of Project Management; 10 years with Acorn Director of Technology; Delivered multiple server network, software, Ryan Wambolt Project and 0365 migrations; Knowledge of software Management deployment and project management principles. Director of Bachelor of Information Technology; Associates of Sara Lauritzen Service Information Technology; 11+ years of experience; Operations Knowledge of customer service and efficient operations. City Council Meeting November 12, 2024 Page 5 of 6 Based on the review of the proposals, interviews, and reference checks, the interview panel unanimously selected Acorn Technology. The evaluation process demonstrated their wealth of experience in supporting similar municipalities, and a full understanding of the RFP in providing a responsive proposal that detailed all-inclusive IT services at a competitive price, with no additional cost for after-hours support. For these reasons, staff is recommending the City Council to approve a contract with Acorn Technology. The proposed agreement is $143,940 per year for one on-site full-time IT specialist with 24/7 remote helpdesk support and a support team, totaling $431,820 over the three-year term. The costs are subject to change if additional projects such as cloud migrations, network refresh, or security upgrades are needed. The project rate for additional projects is $165 per hour. STAFF RECOMMENDATION Staff recommends that the City Council authorize the City Manager to execute a 3 -year Professional Services Agreement in the amount of $431,820 through November 12, 2027, with Acorn Technology Services for Information Technology Management Services, including an option to renew for two one-year extensions. FISCAL IMPACT The General Fund (Fund 101) will fund the cost of Acorn Technology Services IT Management Services for a duration of three years in the amount of $431,820. All future funding for this agreement will be included in the appropriate Fiscal Year proposed budget. STRATEGIC PLAN IMPACT This item is consistent with the City of Rosemead's 2030 Strategic Plan Goal C — Infrastructure and Facilities, to maintain and support the City's Information Technology Infrastructure. PUBLIC NOTICE PROCESS This item has been noticed through the regular agenda notification process. Vice President, B.A. Computer Information Systems; 20+ years in Technical cybersecurity and IT operations; knowledge in David McKissic Operations & vulnerability assessments and execution of Cybersecurity cybersecurity strategies and plans. Based on the review of the proposals, interviews, and reference checks, the interview panel unanimously selected Acorn Technology. The evaluation process demonstrated their wealth of experience in supporting similar municipalities, and a full understanding of the RFP in providing a responsive proposal that detailed all-inclusive IT services at a competitive price, with no additional cost for after-hours support. For these reasons, staff is recommending the City Council to approve a contract with Acorn Technology. The proposed agreement is $143,940 per year for one on-site full-time IT specialist with 24/7 remote helpdesk support and a support team, totaling $431,820 over the three-year term. The costs are subject to change if additional projects such as cloud migrations, network refresh, or security upgrades are needed. The project rate for additional projects is $165 per hour. STAFF RECOMMENDATION Staff recommends that the City Council authorize the City Manager to execute a 3 -year Professional Services Agreement in the amount of $431,820 through November 12, 2027, with Acorn Technology Services for Information Technology Management Services, including an option to renew for two one-year extensions. FISCAL IMPACT The General Fund (Fund 101) will fund the cost of Acorn Technology Services IT Management Services for a duration of three years in the amount of $431,820. All future funding for this agreement will be included in the appropriate Fiscal Year proposed budget. STRATEGIC PLAN IMPACT This item is consistent with the City of Rosemead's 2030 Strategic Plan Goal C — Infrastructure and Facilities, to maintain and support the City's Information Technology Infrastructure. PUBLIC NOTICE PROCESS This item has been noticed through the regular agenda notification process. City Council Meeting November 12, 2024 Page 6 of 6 Prepared by: Imo` Amanda Moreno, Senior Management Analyst Submitted by: Ridhard R8j`as,W4:i,4nt City Manager Attachment A: Request for Proposals (RFP) No. 2024-28 Attachment B: RFP Evaluation Checklist and Scoring Attachment C: Proposal from Assure Consulting Group LLC Attachment D: Proposal from Acorn Technology Services Attachment E: Proposal from Encode Inc. Attachment F: Proposal from Exigent Systems Inc. Attachment G: Proposal from Infinity Technologies Attachment H: Proposal from Jada Systems, Inc. Attachment I: Proposal from Knight Communications Inc. Attachment J: Proposal from LanceSoft, Inc. Attachment K: Proposal from Max Power Technology LLC Attachment L: Proposal from Optimuss, Inc. Attachment M: Proposal from Tech Smart Solutions LLC Attachment N: Professional Services Agreement Attachment A Request for Proposal No. 2024-28 CITY OF ROSEMEAD REQUEST FOR PROPOSALS (RFP) NO. 2024-28 PROFESSIONAL SERVICES FOR INFORMATION TECHNOLOGY SERVICES SUBMITTALS: One PDF proposal submittal through the City of Rosemead Vendor Portal hosted by PlanetBids at https://pbsystem.planetbids.com/portaL/541 50/porta [-home no later than Wednesday, September 25, 2024, at 10:30 a.m. CONTACT PERSON: Amanda Moreno, Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 (626) 569-2102 amoreno@cityofrosemead.org PROPOSALS RECEIVED AFTER THE TIME AND DATE STATED ABOVE SHALL NOT BE CONSIDERED. FACSIMILE AND E-MAIL PROPOSALS WILL NOT BE ACCEPTED. INQUIRIES: Direct questions for clarification on Request for Proposal documents to Amanda Moreno, Senior Management Analyst at (626) 569-2102 or amorenoCcbcityofrosemead.org MODIFICATIONS: Any modification to this Request for Proposals will be provided to consultants who request notification of any modifications. ISSUANCE DATE: Wednesday, August 28, 2024 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 A. OVERVIEW Through this Request for Proposal ("RFP") and evaluation process, the City of Rosemead is seeking qualified consultant(s) to provide professional services associated with the support and maintenance of the City's information technology ("IT") infrastructure. The qualified consultant will maintain and improve the City's IT effectiveness, enhance its quality of services, minimize downtime; and, provide exceptional support in the areas of network administration, backup systems, network security support, systems support, computer operations support, Help Desk support, PC desktop technical support, software integration support, technical project management support, application support, and technical consulting in support of planning and budgeting for IT projects and technology refreshment. The consultant must work in conjunction with the City of Rosemead assigned staff for the general City infrastructure, equipment, and employee needs. The required services and performance conditions are described in the Scope of Services (ATTACHMENT B). B. BACKGROUND ABOUT THE CITY The City of Rosemead is located in the San Gabriel Valley in the eastern portion of Los Angeles County and encompasses 5.2 square miles. Rosemead was incorporated as a City in 1959. The City's access to major transportation corridors includes the San Bernardino Freeway (Interstate 10), San Gabriel River Freeway (Interstate 605), Rosemead Boulevard - a California State Highway (Route 19), Garvey Avenue, Mission Drive, Temple City Boulevard, Valley Boulevard, and Walnut Grove Avenue. Strong municipal services and specialized programs distinguish Rosemead as one of the region's leading communities in which to live and work. C. ORGANIZATION Rosemead operates under the Council/Manager form of government. The City Council is elected at large to four year, overlapping terms. The Mayor is elected by a majority vote of the City Council and rotates each year. The City Manager is appointed by and serves at the pleasure of the City Council. IT support operates under the direction of the Assistant City Manager in the Administration department. Rosemead's technical environment consists of 13 sites, approximately 12 servers, 101 desktop workstations/laptops, 66 mobile devices with access to City email, and about 100 domain users, as well as a number of network appliances, systems, and software applications. See ATTACHMENT B for details. D. SCOPE OF WORK 1. City to provide: • Assistance with training regarding the City's office, procurement, policies, and behavior standards. • Procurement of new equipment and planned replacements in conjunction with the new contractor. Page 2 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 Contractor with a confidentiality clause that they are required to sign and adhere to and all information must remain confidential under penalty of law. 2. Contractor to provide - See ATTACHMENT B. E. PROPOSAL CONTENT/FORMAT All proposals accepted by the City must be signed by an authorized representative of the company. The submission of a signed proposal will be interpreted to mean that the company has thereby agreed to all conditions, instructions, descriptions and specifications contained herein. All samples submitted by the company in support of its quote shall become the property of the City. The City reserves the right to reject any or all proposals or portions of any or all proposals. Non- compliance with any of the conditions and instructions stated herein may result in the rejection of the proposal. All proposals shall include the following: 1. Proposal Summary: A cover letter highlighting key features of the Proposal and an understanding of the project. Name and address of consultant (please include address of Local office if applicable). The principle contact person thatthe consultant will assign to the Rosemead account. A separate sheet shall include all the contact people on the Proposal and how to communicate with them. Limit this section to a total of one to three pages including the separate sheet with contact personnel. 2. Profile of the Proposing Firm: include a brief description of the Firm's size as well as the proposed local organizational structure. Specifically, the City is interested in the potential for a long-term service relationship that would include financial stability. Include a discussion on the Firm's financial stability, capacity, and resources. If applicable, include all other firms participating in this Proposal, including similar information about the firm/subcontractors. Additionally, this section shall include a listingofany relevant lawsuitand/orsubcontractors' Litigation and the result of that action resulting from (a) any public project undertaken by the Firm or by its subcontractors where litigation is still pending or has occurred within the last five years or (b) any type of project where claims or settlements were paid by the Firm or its insurers within the last fiveyears. 3. Qualifications of the Firm: include a brief description of the Firm's and sub -contractor's qualification and previous experience on similar or related projects. Provide a description of pertinent project experience with other public municipalities (maximum of four) and private sector (maximum of two) that includes a summary of the work performed, the total project cost, the percentage of work the Firm was responsible for, the period overwhich the workwas completed, and the name, title, and phone number of clients to be contacted for references. Give a brief statement of the Firm's adherence to the schedule and budget for eachproject. Page 3 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 4. Work Plan: present a well -conceived service plan. This section of the proposal shall establish the Firm's understanding of the City's objectives and work requirements and the Firm's ability to satisfy those objectives and requirements. Describe the proposed approach for addressing the required service, outlining the approach that would be undertaken in providing the requested services. Include a timetable for transition to full operation. Describe related service experience by both the Firm and any subcontractors in similar work. Please describe the role, extent of services (number of people used or saved, engagement duration, and contract value). 5. Staffing: discuss how the Firm would propose to staff the service described in ATTACHMENT B. Proposed on-site support technicians are considered key personnel and shall be identified by name, specific responsibilities, and their qualifications. Include a current resume and position description for each of the proposed support technicians. Proposed key personnel will be an important factor considered. There can be no change of key personnel once the proposal is submitted, without prior approval from the City. 6. Proposed Innovations: The Firm may also suggest technical or procedural. innovations that have been used successfully on other engagements and that may provide the City with better service delivery. In this section discuss any ideas, innovative approaches, or specific new concepts included in the Proposal thatwould provide benefit to the City's assessment of the Proposal. Focus primarily on cost saving or efficiency- enhancing innovations. Include any performance -measuring matrix proposals as well. 7. Proposal Costs Sheet and Rates: include a not -to -exceed fixed all-inclusive monthly total service costs to the City, including a breakdown of staffing and resources proposed. Include the costs for extra after-hours services or any other services that are considered optional additions. F. QUALIFICATIONS 1. The City requires proposals submitted by primary firms only. The firm will have complete and exclusive responsibility for satisfying all City conditions and requirements at all times during the life of the agreement. Any subcontractors mentioned in the RFP and/or used in the implementation of the Agreement will have no formal relationship with the City. 2. All proposed subcontractors must be identified by name with a description of the work they will provide. Any subcontractors change proposed after the submittal date can only be made with prior approval of the City. 3. Primary firm must be responsible for at least three-fourths the annual value of the proposed work consistent with the scope of services as noted in theproposal. 4. Primary firm must have experience in providing similar work in at least two similar organizations. Page 4 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 G. PROPOSAL REVIEW Selection will follow these steps: 1. Proposal Review: Upon receiving a satisfactory number of proposals, candidates and firms will be evaluated by the City Manager and his/her designee. If needed, the best -qualified firms will be invited to participate in an interview. 2. Interview: If needed, a panel consisting of at least two (2) staff members from the City of Rosemead will interview firm/s. Each firm will be given a meeting time, with 20 minutes allocated for a brief presentation. 3. Professional Services Agreement: Upon identification of a preferred provider, the Assistant City Manager or his/her designee will request a Professional Services Agreement subject to negotiation of precise work program, terms of payment, and other City requirements. H. DOCUMENT SUBMITTALS The sole source of contact regarding this RFP is Amanda Moreno, Senior Management Analyst at (626) 569-2102 or amoreno( bcityofrosemead or¢ 1. To be considered, electronic proposals must be titled: 'Vendor Name RFP - IT Management Services" and submitted no later than 10:00 a.m. on Wednesday September 25 2024 through the City of Rosemead Vendor Portal hosted by PlanetBids at: https•//pbsystem planetbids com/portaV54150/portal-home Proposals received after the due date will not be accepted. RFP DEADLINE INFORMATION DEADLINES RFP Available Wednesday, 8/28/2024 Deadline to Submit Questions at 4pm Tuesday, 9/10/2024 Q & A Posted on City's Website Monday, 9/16/2024 Deadline to Submit Proposal at 10:30am Interviews (If necessary) Agreement Presented to Council ATTACHMENTS: A. Draft Professional Services Agreement B. Scope of Services Wednesday, 9/25/2024 Monday -Wednesday, 9/30-10/2/2024 Tuesday, 10/22/2024 (Tentative) Page 5 of 25 City of Rosemead - Information Technology Services Request for Proposal No. 2024-28 "ATTACHMENT A" DRAFT PROFESSIONAL SERVICES AGREEMENT NAME OF PROJECT (CONTRACTOR NAME) 1. PARTIES AND DATE This Agreement is made and entered into this INSERT DATE (Effective Date) by and between the City of Rosemead, a municipal organization organized under the laws of the State of California with its principal place of business at 8838 E. Valley Blvd., Rosemead, California 91770 ("City") and CONTRACTOR NAME with its principal place of business at ADDRESS ("Consultant"). City and Consultant are sometimes individually referred to herein as "Party" and collectively as "Parties." 2. RECITALS. 2.1 Consultant. Consultant desires to perform and assume responsibility for the provision of certain professional services required by the City on the terms and conditions set forth in this Agreement. Consultant represents that it is experienced in providing TYPE OF SERVICE to public clients, is licensed in the State of Calffornia and is familiar with the plans of City. 2.2 Project. City desires to engage Consultant to render PROJECT SERVICE OR NAME ("Services") as set forth in this Agreement. 3. TERMS. 3.1 Scope of Services and Term. 3.1.1 General Scope of Services. Consultant promises and agrees to furnish to the City all labor, materials, tools, equipment, services, and incidental and customary work necessary to fully and adequately supply the TYPE OF SERVICE services necessary for the City, herein referred to a "Services". The Services are more particularly described in Exhibit "A" attached hereto and incorporated herein by reference. All Services shall be subject to, and performed in accordance with, this Agreement, the exhibits attached hereto and incorporated herein by reference, and all applicable local, state and federal laws, rules and regulations. 3.1.2 Term. The term of this Agreement shall be for a three-year time period from effective date with the option for two, one-year extension at the sole and absolute discretion of the City, unless earlier terminated as provided herein. Consultant shall complete the Services within the term of the Agreement, and shall meet any other established schedules and deadlines. Page 6 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 3.2 Responsibilities of Consultant 3.2.1 Control and Payment of Subordinates; Independent Contractor. The Services shall be performed by Consultant or under its supervision. Consultant will determine the means, methods and details of performing the Services subject to the requirements of this Agreement. City retains Consultant on an independent contractor basis and not as an employee. Consultant retains the right to perform similar or different services for others during the term of this Agreement. Any additional personnel performing the Services under this Agreement on behalf of Consultant shall also not be employees of City and shall at all times be under Consuftant's exclusive direction and control. Consultant shall pay all wages, salaries, and other amounts due such personnel in connection with their performance of Services under this Agreement and as required by law. Consultant shall be responsible for all reports and obligations respecting such additional personnel, including, but not limited to: social security taxes, income tax withholding, unemployment insurance, disability insurance, and workers' compensation insurance. 3.2.2 Schedule of Services. Consultant shall perform the Services expeditiously, within the term of this Agreement. Consultant represents that it has the professional and technical personnel required to perform the Services in conformance with such conditions. In order to facilitate Consultant's conformance with the Schedule, City shall respond to Consultant's submittals in a timely manner. Upon request of City, Consultant shall provide a more detailed schedule of anticipated performance to meet the Schedule of Services. 3.2.3 Conformance to Applicable Requirements. All work prepared by Consultant shall be subject to the approval of City. 3.2.4 Substitution of Key Personnel. Consultant has represented to City that certain key personnel will perform and coordinate the Services under this Agreement. Should one or more of such personnel become unavailable, Consultant may substitute other personnel of at least equal competence upon written approval of City. In the event that City and Consultant cannot agree as to the substitution of key personnel, City shall be entitled to terminate this Agreement for cause. As discussed below, any personnel who fail or refuse to perform the Services in a manner acceptable to the City, or who are determined by the City to be uncooperative, incompetent, a threat to the adequate or timely completion of the Project or a threat to the safety of persons or property, shall be promptly removed from the Project by the Consultant at the request of the City. 3.2.5 City's Representative. The City hereby designates the City Manager, or his or her designee, to act as its representative for the performance of this Agreement ("City's Representative"). City's Representative shall have the power to act on behalf of the City for all purposes under this Agreement. Consultant shall not accept direction or orders from any person other than the City's Representative or his or her designee. 3.2.6 Consultant's Representative. Consultant will designate to act as its representative for the performance of this Agreement ("Consultant's Representative"). Consultant's Representative shall have full authority to represent and act on behalf of the Consultant for all purposes under this Agreement. The Consultant's Representative shall supervise and direct the Services, using his/her best skill and attention, and shall be responsible for all means, methods, techniques, sequences and procedures and for the satisfactory coordination of all portions of the Services under this Agreement. 3.2.7 Coordination of Services: Consultant agrees to work closely with City staff in the performance of Services and shall be available to City's staff, consultants and other staff at all reasonable times. 3.2.8 Standard of Care; Performance of Employees: Consultant shall perform all Services under this Agreement in a skillful and competent manner, consistent with the standards generally recognized as being employed by professionals in the same discipline in the State of California. Consultant represents and maintains that it is skilled in the professional calling necessary to perform the Services. Consultant warrants that all employees and subcontractors shall have sufficient skill and experience to Page 7 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 perform the Services assigned to them. Finally, Consultant represents that it, its employees and subcontractors have all licenses, permits, qualifications and approvals of whatever nature that are legally required to perform the Services, including a City Business License, and that such licenses and approvals shall be maintained throughout the term of this Agreement. As provided for in the indemnification provisions of this Agreement, Consultant shall perform, at its own cost and expense and without reimbursement from the City, any services necessary to correct errors or omissions which are caused by the Consultant's failure to comply with the standard of care provided for herein. 3.2.9 Laws and Regulations. Consultant shall keep itself fully informed of and in compliance with all local, state and federal laws, rules and regulations in any manner affecting the performance of the Project or the Services, including all Cal/OSHA requirements, and shall give all notices required by law. Consultant shall be liable for all violations of such laws and regulations in connection with Services. If the Consultant performs any work knowing it to be contrary to such laws, rules and regulations and without giving written notice to the City, Consultant shall be solely responsible for all costs arising therefrom. Consultant shall defend, indemnify and hold City, its officials, directors, officers, employees and agents free and harmless, pursuant to the indemnification provisions of this Agreement, from any claim or liability arising out of any failure or alleged failure to comply with such laws, rules or regulations. 3.2.10 Insurance: Consultant shall maintain prior to the beginning of and for the duration of this Agreement insurance coverage as specified in Exhibit B attached to and part of this agreement. 3.2.11 Safety: Contractor shall execute and maintain its work so as to avoid injury or damage to any person or property. In carrying out its Services, the Consultant shall at all times be in compliance with all applicable local, state and federal laws, rules and regulations, and shall exercise all necessary precautions for the safety of employees appropriate to the nature of the work and the conditions under which the work is to be performed. Safety precautions as applicable shall include, but shall not be limited to: (A) adequate life protection and life saving equipment and procedures; (B) instructions in accident prevention for all employees and subcontractors, such as safe walkways, scaffolds, fall protection ladders, bridges, gang planks, confined space procedures, trenching and shoring, equipment and other safety devices, equipment and wearing apparel as are necessary or lawfully required to prevent accidents or injuries; and (C) adequate facilities for the proper inspection and maintenance of all safety measures. 3.3 Fees and Payments 3.3.1 Compensation. Consultant shall receive compensation, including authorized reimbursements, for all Services rendered under this Agreement and shall not exceed INSERT COST AMOUNT per fiscal year. The City agrees to pay Consultant a fee of INSERT COST AMOUNT WRITTEN ($INSERT NUMBERICAL COST) a month. Extra Work maybe authorized in writing, as described below, and will be compensated at the rates and manner set forth in this Agreement. 3.3.2 Payment of Compensation. Consultant shall submit to City a monthly itemized statement which indicates work completed and Services rendered by Consultant. The statement shall describe the amount of Services and supplies provided since the initial commencement date, or since the start of the subsequent billing periods, as appropriate, through the date of the statement. City shall, within 45 days of receiving such statement, review the statement and pay all approved charges thereon. 3.3.3 Reimbursement for Expenses: Consultant shall not be reimbursed for any expenses unless authorized in writing by City. 3.3.4 Extra Work: At any time during the term of this Agreement, City may request that Consultant perform Extra Work. As used herein, "Extra Work" means any work which is determined by City to be necessary for the proper completion of the Project, but which the parties did not reasonably anticipate would be necessary at the execution of this Agreement. Consultant shall not perform, nor be compensated for, Extra Work without written authorization from City's Representative. 3.3.5 Prevailing Wages: Consultant is aware of the requirements of California Labor Code Section 1720, et seq., and 1770, et seq., as well as California Code of Regulations, Title 8, Section 1600, et seq., ("Prevailing Wage Laws"), which require the payment of prevailing wage rates and the Page 8 of 25 City of Rosemead - Information Technology Services Request for Proposal No. 2024-28 performance of other requirements on "public works" and "maintenance" project, as defined by the Prevailing Wage Laws, and if the total compensation is $1,000 or more, Consultant agrees to fully comply with such Prevailing Wage Laws. City shall provide Consultant with a copy of the prevailing rates of per diem wages in effect at the commencement of this Agreement. Consultant shall make copies of the prevailing rates of per diem wages for each craft; classification or type of worker needed to execute the Services available to interested parties upon request, and shall post copies at the Consultant's principal place of business and at the project site. Consultant shall defend, indemnify and hold the City, its elected officials, officers, employees and agents free and harmless from any claim or liability arising out of any failure or alleged failure to comply with the Prevailing Wage Laws. 3.4 Accounting Records. 3.4.1 Maintenance and Inspection: Consultant shall maintain complete and accurate records with respect to all costs and expenses incurred under this Agreement. All such records shall be clearly identifiable. Consultant shall allow a representative of City during normal business hours to examine, audit, and make transcripts or copies of such records and any other documents created pursuant to this Agreement. Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to the Agreement for a period of three (3) years from the date of final payment under this Agreement. 3.5 General Provisions. 3.5.1 Termination of Agreement. 3.5.1.1 Grounds for Termination: City may, by written notice to Consultant, terminate the whole or any part of this Agreement at any time and without cause by giving written notice to Consultant of such termination, and specifying the effective date thereof, at least seven (7) days before the effective date of such termination. Upon termination, Consultant shall be compensated only for those services which have been adequately rendered to City, and Consultant shall be entitled to no further compensation. Consultant may not terminate this Agreement except for cause. 3.5.1.2 Effect of Termination: If this Agreement is terminated as provided herein, City may require Consultant to provide all finished or unfinished Documents/ Data and other information of any kind prepared by Consultant in connection with the performance of Services under this Agreement. Consultant shall be required to provide such document and other information within fifteen (15) days of the request. 3.5.1.3 Additional Services: In the event this Agreement is terminated in whole or in part as provided herein, City may procure, upon such terms and in such manner as it may determine appropriate, services similar to those terminated. 3.5.2 Delivery of Notices. All notices permitted or required under this Agreement shall be given to the respective parties at the following address, or at such other address as the respective parties may provide in writing for this purpose: [9191:t;HAW NAME ADDEESB .d TOL CITY: City of Rosemead 8838 E. Valley Boulevard Rosemead, CA 91770 Attn- Citv Manager Such notice shall be deemed made when personally delivered or when mailed, forty-eight (48) hours after deposit in the U.S. Mail, first class postage prepaid and addressed to the parry Page 9 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 at its applicable address. Actual notice shall be deemed adequate notice on the date actual notice occurred, regardless of the method of service. 3.5.3 Ownership of Materials and Confidentiality. 3.5.3.1 Documents & Data; Licensing of Intellectual Property: This Agreement creates a non-exclusive and perpetual license for City to copy, use, modify, reuse, or sublicense any and all copyrights, designs, and other intellectual property embodied in plans, specifications, studies, drawings, estimates, and other documents or works of authorship fixed in any tangible medium of expression, including but not limited to, physical drawings or data magnetically or otherwise recorded on computer diskettes, which are prepared or caused to be prepared by Consultant under this Agreement ("Documents & Data'). Consultant shall require all subcontractors to agree in writing that City is granted a non-exclusive and perpetual license for any Documents & Data the subcontractor prepares under this Agreement. Consultant represents and warrants that Consultant has the legal right to license any and all Documents & Data. Consultant makes no such representation and warranty in regard to Documents & Data which were prepared by design professionals other than Consultant or provided to Consultant by the City. City shall not be limited in any way in its use of the Documents and Data at any time, provided that any such use not within the purposes intended by this Agreement shall be at City's sole risk. 3.5.3.2 Confidentiality. All ideas, memoranda, specifications, plans, procedures, drawings, descriptions, computer program data, input record data, written information, and other Documents and Data either created by or provided to Consultant in connection with the performance of this Agreement shall be held confidential by Consultant. Such materials shall not, without the prior written consent of City, be used by Consultant for any purposes other than the performance of the Services. Nor shall such materials be disclosed to any person or entity not connected with the performance of the Services or the Project. Nothing furnished to Consultant which is otherwise known to Consultant or is generally known, or has become known, to the related industry shall be deemed confidential. Consultant shall not use City's name or insignia, photographs of the Project, or any publicity pertaining to the Services or the Project in any magazine, trade paper, newspaper, television or radio production or other similar medium without the prior written consent of City. 3.5.4 Cooperation; Further Acts: The Parties shall fully cooperate with one another, and shall take any additional acts or sign any additional documents as may be necessary, appropriate or convenient to attain the purposes of this Agreement. 3.5.5 Attorney's Fees: If either party commences an action against the other party, either legal, administrative or otherwise, arising out of or in connection with this Agreement, the prevailing party in such litigation shall be entitled to have and recover from the losing party reasonable attorney's fees and all costs of such action. 3.5.6 Indemnification: To the fullest extent permitted by law, Consultant shall defend, indemnify and hold the City, its officials, officers, employees, volunteers and agents free and harmless from any and all claims, demands, causes of action, costs, expenses, liability, loss, damage or injury, in law or equity, to property or persons, including wrongful death, in any manner arising out of or incident to any alleged acts, omissions or willful misconduct of Consultant, its officials, officers, employees, agents, consultants and contractors arising out of or in connection with the performance of the Services, the Project or this Agreement, including without limitation the payment of all consequential damages and attorneys fees and other related costs and expenses. Consultant shall defend, at Consultant's own cost, expense and risk, any and all such aforesaid suits, actions or other legal proceedings of every kind that may be brought or instituted against City, its directors, officials, officers, employees, agents or volunteers. Consultant shall pay and satisfy any judgment, award or decree that may be rendered against City or its directors, officials, officers, employees, agents or volunteers, in any such suit, action or other legal proceeding. Consultant shall reimburse City and its directors, officials, officers, employees, agents and/or volunteers, for any and all legal expenses and costs incurred by each of them in connection therewith or in enforcing the indemnity herein provided. Consultant's obligation to indemnify shall not be restricted to insurance proceeds, if any, received by the City, its directors, officials officers, employees, agents or volunteers. Page 10 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 3.5.7 Entire Agreement: This Agreement contains the entire Agreement of the parties with respect to the subject matter hereof, and supersedes all prior negotiations, understandings or agreements. This Agreement may only be modified by a writing signed by both parties. 3.5.8 Governing Law: This Agreement shall be governed by the laws of the State of California. Venue shall be in Los Angeles County. 3.5.9 Time of Essence: Time is of the essence for each and every provision of this Agreement 3.5.10 City's Right to Employ Other Consultants: City reserves right to employ other consultants in connection with this Project. 3.5.11 Successors and Assigns: This Agreement shall be binding on the successors and assigns of the parties. 3.5.12 Assignment or Transfer: Consultant shall not assign, hypothecate, or transfer, either directly or by operation of law, this Agreement or any interest herein without the prior written consent of the City. Any attempt to do so shall be null and void, and any assignees, hypothecates or transferees shall acquire no right or interest by reason of such attempted assignment, hypothecation or transfer. 3.5.13 Construction; References; Captions: Since the Parties or their agents have participated fully in the preparation of this Agreement, the language of this Agreement shall be construed simply, according to its fair meaning, and not strictly for or against any Party. Any term referencing time, days or period for performance shall be deemed calendar days and not work days. All references to Consultant include all personnel, employees, agents, and subcontractors of Consultant, except as otherwise specified in this Agreement. All references to City include its elected officials, officers, employees, agents, and volunteers except as otherwise specified in this Agreement. The captions of the various articles and paragraphs are for convenience and ease of reference only, and do not define, limit, augment, or describe the scope, content, or intent of this Agreement. 3.5.14 Amendment; Modification: No supplement, modification, or amendment of this Agreement shall be binding unless executed in writing and signed by both Parties. 3.5.15 Waiver: No waiver of any default shall constitute a waiver of any other default or breach, whether of the same or other covenant or condition. No waiver, benefit, privilege, or service voluntarily given or performed by a Party shall give the other Party any contractual rights by custom, estoppel, or otherwise. 3.5.16 No Third Party Beneficiaries: There are no intended third party beneficiaries of any right or obligation assumed by the Parties. 3.5.17 Invalidity; Severability: If any portion of this Agreement is declared invalid, illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. 3.5.18 Prohibited Interests: Consultant maintains and warrants that it has not employed nor retained any company or person, other than a bona fide employee working solely for Consultant, to solicit or secure this Agreement. Further, Consultant warrants that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for Consultant, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement. Consultant further agrees to file, or shall cause its employees or subconsultants to file, a Statement of Economic Interest with the City's Filing Officer as required under state law in the performance of the Services. For breach or violation of this warranty, City shall have the right to rescind this Agreement without liability. For the term of this Agreement, no member, officer or employee of City, during the term of his or her service with City, shall have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom. Page 11 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 3.5.19 Equal Opportunity Employment: Consultant represents that it is an equal opportunity employer and it shall not discriminate against any subcontractor, employee or applicant for employment because of race, religion, color, national origin, handicap, ancestry, sex or age. Such non- discrimination shall include, but not be limited to, all activities related to initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination. Consultant shall also comply with all relevant provisions of City's Minority Business Enterprise program, Affirmative Action Plan or other related programs or guidelines currently in effect or hereinafter enacted. 3.5.20 Labor Certification: By its signature hereunder, Consultant certifies that it is aware of the provisions of Section 3700 of the California Labor Code which require every employer to be insured against liability for Worker's Compensation orto undertake self-insurance in accordance with the provisions of that Code, and agrees to comply with such provisions before commencing the performance of the Services. 3.5.21 Authority to Enter Agreement: Consultant has all requisite power and authority to conduct its business and to execute, deliver, and perform the Agreement. Each Party warrants that the individuals who have signed this Agreement have the legal power, right, and authority to make this Agreement and bind each respective Party. 3.5.22 Counterparts: This Agreement may be signed in counterparts, each of which shall constitute an original. 3.6 Subcontracting. 3.6.1 Prior Approval Required: Consultant shall not subcontract any portion of the work required by this Agreement, except as expressly stated herein, without prior written approval of City. Subcontracts, if any, shall contain a provision making them subject to all provisions stipulated in this Agreement. [Signatures on next page] Page 12 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 CITY OF ROSEMEAD Ben Kim, City Manager Attest: Ericka Hernandez, City Clerk Approved as to Form: Rachel Richman City Attorney Date Date Date Page 13 of 25 CONSULTANT By: Name: Title: [If Corporation, TWO SIGNATURES, President OR Vice President AND Secretary, AND CORPORATE SEAL OF CONTRACTOR REQUIRED] Name: Title: City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 EXHIBIT A PROPOSAL FOR SERVICES/RATE SCHEDULE/RESUME Page 14 of 25 City of Rosemead - Information Technology Services Request for Proposal No. 2024-28 EXHIBIT B INSURANCE REQUIREMENTS Prior to the beginning of and throughout the duration of the Work, Contractor will maintain insurance in conformance with the requirements set forth below. Contractor will use existing coverage to comply with these requirements. If that existing coverage does not meet the requirements set forth here, Contractor agrees to amend, supplement or endorse the existing coverage to do so. Contractor acknowledges that the insurance coverage and policy limits set forth in this section constitute the minimum amount of coverage required. Any insurance proceeds available to City in excess of the limits and coverage required in this agreement and which is applicable to a given loss, will be available to City. Contractor shall provide the following types and amounts of insurance: Commercial General Liability Insurance: Contractor shall maintain commercial general liability insurance with coverage at least as broad as Insurance Services Office form CG 00 01, in an amount not less than $1,000,000 per occurrence, $2,000,000 general aggregate, for bodily injury, personal injury, and property damage. The policy must include contractual liability that has not been amended. Any endorsement restricting standard ISO "insured contract" language will not be accepted. Business Auto Coverage on ISO Business Auto Coverage form CA 00 01 including symbol 1 (Any Auto) or the exact equivalent. Limits are subject to review, but in no event to be less that $1,000,000 combined single limit per accident. If Contractor owns no vehicles, this requirement may be satisfied by a non -owned auto endorsement to the general liability policy described above. If Contractor or Contractor employees will use personal autos in any way on this project, Contractor shall provide evidence of personal auto liability coverage for each such person. Workers Compensation on a state -approved policy form providing statutory benefits as required by lawwith employers liability limits no less than $1,000,000 per accident or disease. Contractor shall submit to Agency, along with the certificate of insurance, a Waiver of Subrogation endorsement in favor of Agency, its officers, agents, employees and volunteers. Excess or Umbrella Liability Insurance (Over Primary) if used to meet limit requirements, shall provide coverage at least as broad as specified for the underlying coverages. Contractor shall obtain and maintain an umbrella or excess liability insurance policy with limits that will provide bodily injury, personal injury and property damage liability coverage at least as broad as the primary coverages set forth above, including commercial general liability, automobile liability, and employer's liability. Such policy or policies shall include the following terms and conditions: A drop down feature requiring the policy to respond if any primary insurance that would otherwise have applied proves to be uncollectible in whole or in part for any reason; • Pay on behalf of wording as opposed to reimbursement; Concurrency of effective dates with primary policies; and • Policies shall "follow form" to the underlying primary policies. Insureds under primary policies shall also be insureds under the umbrella or excess policies. Professional Liability or Errors and Omissions Insurance as appropriate shall be written on a policy form coverage specifically designed to protect against acts, errors or omissions of the Contractor and "Covered Professional Services" as designated in the policy must specifically include work performed under this agreement. The policy limit shall be no less than $1,000,000 per claim and in the aggregate. The policy must "pay on behalf of the insured and must include a provision establishing the insurer's duty to defend. The policy retroactive date shall be on or before the effective date of this agreement. Requirements not limiting: Requirements of specific coverage features or limits contained in this Section are not intended as a limitation on coverage, limits or other requirements, or a waiver of any coverage normally provided by any insurance. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be all inclusive, or to the exclusion of other coverage, or a waiver of any type. If the Consultant maintains higher limits than Page 15 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 the minimums shown above, the Agency requires and shall be entitled to coverage for the higher limits maintained by the Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the Agency. Insurance procured pursuant to these requirements shall be written by insurers that are admitted carriers in the state of Califomia and with an A. M. Bests rating of A- or better and a minimum financial size VII. General conditions pertaining to provision of insurance coverage by Contractor. Contractor and City agree to the following with respect to insurance provided by Contractor: 1. Contractor agrees to have its insurer endorse the third -party general liability coverage required herein to include as additional insureds City, its officials, employees and agents, using standard ISO endorsement No. CG 2010. Contractor also agrees to require all contractors, and subcontractors to do likewise. 2. No liability insurance coverage provided to comply with this Agreement shall prohibit Contractor, or Contractor's employees, or agents, from waiving the right of subrogation prior to a loss. Contractor agrees to waive subrogation rights against City regardless of the applicability of any insurance proceeds, and to require all contractors and subcontractors to do likewise. 3. All insurance coverage and limits provided by Contractor and available or applicable to this agreement are intended to apply to the full extent of the policies. Nothing contained in this Agreement or any other agreement relating to the City or its operations limits the application of such insurance coverage. 4. None of the coverages required herein will be in compliance with these requirements if they include any limiting endorsement of any kind that has not been first submitted to City and approved of in writing. 5. No liability policy shall contain any provision or definition that would serve to eliminate so-called "third party action over" claims, including any exclusion for bodily injury to an employee of the insured or of any contractor or subcontractor. 6. All coverage types and limits required are subject to approval, modification and additional requirements by the City, as the need arises. Contractor shall not make any reductions in scope of coverage (e.g. elimination of contractual liability or reduction of discovery period) that may affect City's protection without City's prior written consent. 7. Proof of compliance with these insurance requirements, consisting of certificates of insurance evidencing all of the coverages required and an additional insured endorsement to Contractor's general liability policy, shall be delivered to City at or prior to the execution of this Agreement. In the event such proof of any insurance is not delivered as required, or in the event such insurance is canceled at any time and no replacement coverage is provided, City has the right, but not the duty, to obtain any insurance it deems necessary to protect its interests under this or any other agreement and to pay the premium. Any premium so paid by City shall be charged to and promptly paid by Contractor or deducted from sums due Contractor, at City option. 8. Certificate(s) are to reflect that the insurer will provide 30 days notice to City of any cancellation of coverage. Contractor agrees to require its insurer to modify such certificates to delete any exculpatory wording stating that failure of the insurer to mail written notice of cancellation imposes no obligation, or that any party will "endeavor" (as opposed to being required) to comply with the requirements of the certificate. 9. It is acknowledged by the parties of this agreement that all insurance coverage required to be provided by Contractor or any subcontractor, is intended to apply first and on a primary, noncontributing basis in relation to any other insurance or self-insurance available to City. 10. Contractor agrees to ensure that subcontractors, and any other party involved with the project who is brought onto or involved in the project by Contractor, provide the same minimum insurance Page 16 of 25 City of Rosemead - Information Technology Services Request for Proposal No. 2024-28 coverage required of Contractor. Contractor agrees to monitor and review all such coverage and assumes all responsibility for ensuring that such coverage is provided in conformity with the requirements of this section. Contractor agrees that upon request, all agreements with subcontractors and others engaged in the project will be submitted to City for review. 11. Contractor agrees not to self -insure or to use any self-insured retentions or deductibles on any portion of the insurance required herein and further agrees that it will not allow any contractor, subcontractor, Architect, Engineer or other entity or person in any way involved in the performance of work on the project contemplated by this agreement to self -insure its obligations to City. If Contractor's existing coverage includes a deductible or self-insured retention, the deductible or self-insured retention must be declared to the City. At that time the City shall review options with the Contractor, which may include reduction or elimination of the deductible or self-insured retention, substitution of other coverage, or other solutions. 12. The City reserves the right at any time during the term of the contract to change the amounts and types of insurance required by giving the Contractor ninety (90) days advance written notice of such change. If such change results in substantial additional cost to the Contractor, the City will negotiate additional compensation proportional to the increased benefit to City. 13. For purposes of applying insurance coverage only, this Agreement will be deemed to have been executed immediately upon any party hereto taking any steps that can be deemed to be in furtherance of or towards performance of this Agreement. 14. Contractor acknowledges and agrees that any actual or alleged failure on the part of City to inform Contractor of non-compliance with any insurance requirement in no way imposes any additional obligations on City nor does it waive any rights hereunder in this or any other regard. 15. Contractor will renew the required coverage annually as long as City, or its employees or agents face an exposure from operations of any type pursuant to this agreement. This obligation applies whether or not the agreement is canceled or terminated for any reason. Termination of this obligation is not effective until City executes a written statement to that effect. 16. Contractor shall provide proof that policies of insurance required herein expiring during the term of this Agreement have been renewed or replaced with other policies providing at least the same coverage. Proof that such coverage has been ordered shall be submitted prior to expiration. A coverage binder or letter from Contractors insurance agent to this effect is acceptable. A certificate of insurance and/or additional insured endorsement as required in these specifications applicable to the renewing or new coverage must be provided to City within five days of the expiration of the coverages. 17. The provisions of any workers' compensation or similar act will not limit the obligations of Contractor under this agreement. Contractor expressly agrees not to use any statutory immunity defenses under such laws with respect to City, its employees, officials and agents. 18. Requirements of specific coverage features or limits contained in this section are not intended as limitations on coverage, limits or other requirements nor as a waiver of any coverage normally provided by any given policy. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be limiting or all-inclusive. 19. These insurance requirements are intended to be separate and distinct from any other provision in this agreement and are intended by the parties here to be interpreted as such. 20. The requirements in this Section supersede all other sections and provisions of this Agreement to the extent that any other section or provision conflicts with or impairs the provisions of this Section. 21. Contractor agrees to be responsible for ensuring that no contract used by any party involved in any way with the project reserves the right to charge City or Contractor for the cost of additional insurance coverage required by this agreement. Any such provisions are to be deleted with Page 17 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 reference to City. It is not the intent of City to reimburse any third party for the cost of complying with these requirements. There shall be no recourse against City for payment of premiums or other amounts with respect thereto. 22. Contractor agrees to provide immediate notice to City of any claim or loss against Contractor arising out of the work performed under this agreement. City assumes no obligation or liability by such notice, but has the right (but not the duty) to monitor the handling of any such claim or claims if they are likely to involve City. Page 18 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 "ATTACHMENT B" CITY OF ROSEMEAD—SCOPE OF SERVICES The successful contractorwill serve as the City's IT staff forthe duration of the contract. Under the direction of the City Manager and Assistant City Manager, the successful contractor wilt be responsible for all facets of the IT function in the City. The winning contractor will: Contractor to provide one on-site full-time support technician to work according to the City's 4-10 schedule. The technician will work Monday through Thursday and provide coverage from 7:00 a.m. to 6:00 p.m. The technician will work eight hours from 7:00 am to 6:00 pm with one hour for lunch. Periodically, the technician will work on Fridays in order to perform routine server maintenance and scheduled projects requiring downtime. Technician wilt occasionally work outside of their scheduled hours as requested by the City, including select public meetings such as City Council meetings. 2. Contractor to provide adequate backup staffing resource to address major and immediate problems, staffing irregularities, and planned upgrades. 3. Contractor to develop backup plans and procedural documentation for active servers and digitally archive. 4. Contractor to provide a 240 support hotline for after-hours emergencies. Contractors should be able to provide remote support after hours or report onsite within two hours if requested by the City. Contractor should specify the hourly rate and any minimum hours for after-hours support. 5. Contractor to provide an Account Manager to prepare a monthly schedule for contract personnel to cover City's contracted hours, schedule personnel to cover emergency call -outs, prepare billing on a monthly basis, handle all administrative duties of contract, and schedule monthly meetings with the City's IT overseer. 6. Contractor to provide end user training for various technology as needed. This can be at the request of the City or when a need is identified by the vendor. 7. Provide timely, professional and effective services, work harmoniouslywith City staff and other City contractors, conduct regular status and information meetings, provide regular and timely reports on outstanding issues, work accomplished, and general network health, and make recommendations on improving City processes. 8. Provide enforcement of all City policies relatingto the use of information technology resources. 9. Provide quarterly hardware inventory reporting and proper and legal electronic disposal of surplus electronic equipment. Page 19 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 10. Conduct an IT audit within the first 30 days of hire and draft an IT Business Plan within the first 60 days of hire. Desktop Support Support technician is expected to resolve client/caller generated trouble calls in a professional and efficient manner. Additionally, they will work on special project/task assignments as necessary: to setup and configure new PCs; to maintain current version levels of desktop software; to install, upgrade or troubleshoot application software; to conduct hardware and software inventories; to do hardware installations and modifications on existing PCs and other related tasks. Support technicians are expected to: 1. Provide Help Desk support for problem resolution and requests for installations and upgrades. Requests may be received in-person, via telephone, or email. 2. Respond to client/caller with resolution/diagnosis according to prioritization. 3. Communicate with users on a non-technical level. 4. Utilize a tracking system to track and monitor the status of Help Desk requests and to generate monthly reports of Help Desk activity. 5. Assist designated City personnel with hardware and software purchases as needed and assist with warranty and other technical support. Computer Operations Execution of scheduled processes shall include: 1. Review of all process logs for normal execution and performance. 2. Review of security logs for unusual activity. 3. Ensure scheduled preventive maintenance. 4. Monitor server performance and capacity management services. 5. Performing backups, backup rotations and restores of all systems, servers, network equipment. 6. Maintenance of network activity records and reports. 7. Monitoring and reporting status of servers. 8. Monitoring and reporting on status of network. 9. Logging of network activities and events. 10. Checking on versions of software that require updates. 11. Maintaining process and operational documentation. 12. Keeping and maintaining records on hardware assets: PCs, Servers, Network equipment, etc., acquisition date, warranty date, maintenance agreement location, maintenance and repair contact number. 13. Keeping and maintaining records on all software: PCs, Servers, Databases, Applications, OS, etc. Security Administration Support Support technicians are expected to maintain security of the City's network and IT resources in accordance with industry best practices and City policy. Activities are generally described as: Page 20 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 1. Administration of network user access rights as approved by City. 2. Administration of global and group security policies as approved by the City. 3. Performing quarterly scans for wireless access points as required for PCI compliance. 4. Network, network device, and systems security administration and record keeping. 5. Monitoring for intrusion attempts, attacks, viruses, etc. 6. Firewall configuration and version updates. 7. Keep servers, workstations, and appliances up-to-date with security patches. 8. Notify City personnel immediately of suspected breaches of security. Network Administration and Systems Support Support technician is expected to provide all expertise to the City to have its systems and the necessary network and system technical network operate efficiently and effectively and minimize down time. Minor system changes and routine maintenance such as server patches requiring short, planned outages maybe scheduled on designated Fridays when City Hall is closed. However, after hours and weekend work may be necessary to resolve problems or for major system changes or upgrades requiring more than one day. The Network and Systems Support activities are expected to be the standard activities for a similar -sized City IT operation. They are generally described as follows: 1. Maintain all City network equipment including switches, firewalls, routers, IP phones system and other security devices. 2. Manage backup and disaster recovery systems. 3. Install and maintain printers, network copiers/scanners, group policy, software updates, etc. as deemed necessary and maintain a citywide network diagram. 4. Network and network device performance monitoring, diagnostics, and tuning. 5. Network and network device configuration and version updates. 6. Network and network device configuration management and record keeping. 7. Network, network device, and server capacity monitoring and planning. 8. Server OS configuration and version updates. 9. Anti-malware software management (keeping current updates and versions). 10. Coordination and cooperation with other City service providers. 11. Provide troubleshooting and resolution of network communications problems within City's existing network as these problems are reported through the IT Help Desk or identified by Support technicians. Planning and Project Management Support technicians are expected to assist the Information Technology Services Manager with planning and project management duties including: 1. Analysis of information systems needs 2. Long-range information systems planning and forecasting 3. Researching and evaluating technical solutions 4. Acquiringquotes 5. Preparing project implementation plans and timelines 6. Coordinating with City staff and contractors Page 21 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 7. Conducting project meetings 8. Preparing project status reports Communication and Analysis Support technicians are expected to have an effective communication rapport with the City, providing valuable, accurate information in a timely manner. Proficient verbal and written communication skills are essential. Page 22 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 RMHYPER V RM -ADS RM -BADS RM-PSDC RM -HV RMPRINT RM-HV1 RM -APP RM -SQL RM -NVR D6H31NW3 RMAADC CITY OF ROSEMEAD DESKTOPS CITYHALL RCRC GARVEYPARK GARVEYGYM PUBLIC SAFETY PUBLIC SERVICES ROSEMEAD AQ CENTER ROSEMEAD PARK SPLASH ZONE GARVEY CENTER ALL CITY 50 FT W A R E/SUBSCRIPTION S TYLER INCODE 10 CLOUD GRANICUS MICROSOFT OFFICE HDL PERMIT ADOBE CLOUD/PRO HDL PRIME EGNYTE CRM (GOVOUTREACH) MICROSOFT OFFICE MICROSOFT ENTRA PREMIUM 2 BARRACUDA AVANAN KNOWBE4 ROLES Hyper V server Domain controller Backup domain controller (core) Domain controller Hyper V server Print server Hyper V server Application server SQL server NVR server SQL server Azure Connect server Windows 10 Windows 10 Windows 10 Windows 10 Windows 10 Windows 10 Windows 10 Windows 10 Windows 10 Windows 10 Total = 12 servers 65 PC/laptops 5 PCs 4 PCs 1 PC 5 PCs 9 PCs 2 PCs 3 PCs 2 PCs 5 PCs Total = 101 Desktops/Laptops Finance software - use for General Ledger, financial management Agenda Management software - used for document workflow and live view of council meetings Microsoft office software 365/P2 Building permit software Used by designated staff to edit, create, view PDFS / create flyers Business license software File share software, use by staff to save and share documents Use by city personnel as a ticket system for Rosemead residents Office 365 E3 Cloud -based identity and access management Backup for servers Front desk check in system Security awareness training subscription Page 23 of 25 City of Rosemead — Information Technology Services Request for Proposal No. 2024-28 LOCATIONS DOWN/UP (BANDWIDTH) CAMERA SYSTEM CITY HALL Main circuit 500/500 yes COMMUNITY 190/20 yes RECREATION CENTER 2 PUBLIC SAFETY (RCRC) PUBLIC SERVICES 1 GARVEY PARK 180/20 yes GARVEY PARK GYM 50/10 1 JAY IMPERIAL PARK GARVEY CENTER KLINGERMAN PARK SPLASH ZONE 1 PUBLIC SAFETY 180/20 yes PUBLIC SERVICES 50/50 yes ROSEMEAD AQUATIC 200/200 yes CENTER ROSEMEAD PARK 185/23 yes SALLY TANNER PARK SPLASH ZONE 50/10 yes GARVEY CENTER 150/40 yes ZAPOPAN PARK CITY HALL 18 ROSEMEAD COMM 1 RECREATION CTR GARVEY PARK 2 PUBLIC SAFETY 1 PUBLIC SERVICES 1 ROSEMEAD AQUATIC 1 CENTER ROSEMEAD PARK & 1 DAYCARE GARVEY CENTER 2 SPLASH ZONE 1 GARVEY PARK GYM 10 TOTAL = 28 Information Technology Systems and Services 1. ISP a. TPX: Internet and phone service provider b. Spectrum: Internet provider (temporary) 2. Firewall a. We currently use a Fortigate Firewall b. Managed by provider Page 24 of 25 City of Rosemead - Information Technology Services Request for Proposal No. 2024-28 3. Switches a. Meraki switches b. Managed by provider 4. Network Connectivity a. Type of cabling- CATS, CAT6, and Fiber 5. NetworkTopoLogy a. The City is on a Tree Topology network b. The City is on a Layer 3 operation 6. VoIP a. The City is on a VoIP system and VoIP Polycom phones b. Managed by provider 7. (High Availability) City currently has redundancy on the following items: a. Internet service provider -Spectrum and TPX b. Servers - Daily backups to Barracuda appliance and cloud; three domain controllers, application server, two SQL servers, print server, Azure Sync server, NVR server, and web server. 8. Wireless Controller and Access Points a. The City is using Meraki Access Points b. ManagedbyTPX 9. Make/model of all systems: a. Dell PowerEdge R350/R750xs b. Barracuda local and cloud backup c. Lenovo Laptops d. Dell OptiPLex PCs e. HP LaserJet printers (B/W & color) f. Ricoh copiers and plotter C5100, C4500, CW2200 g. Polycom Phones 10. Service provider and expiration dates: TPX: (expires in August 2026/February 2027) Spectrum: month to month 11. Current information technology system support: TPX (expires in August 2026/February 2027) 12. Current operating systems running on the servers and workstations: a. Windows only environment b. Servers -Windows server2019/2022/CORE c. Workstations -Windows 10 64bit Page 25 of 25 Attachment B Evaluation Checklist and Scoring Vendor: Staff reviewing: RFP Evaluation Checklist and Scoring Date: ❑ All proposals accepted by the City must be signed by an authorized representative of the company. 1. Proposal Summary (S total points possible) ❑ A cover letter highlighting key features of the Proposal and an understanding of the project. ❑ Name and address of consultant (please include address of local office if applicable) and the principle contact person that the consultant will assign to the Rosemead account. ❑ A separate sheet with all the contact people on the Proposal and how to communicate with them. Limit this section to a total of one to three pages. including the separate sheet with contact personnel. Comments: 2. Profile of the Proposing Firm (10 total points possible) ❑ Include a brief description of the Firm's size as well as the proposed local organizational structure. ❑ Include a discussion on the Firm's financial stability, capacity, and resources. If applicable, include all other firms participating in this Proposal, including similar information about the firm/subcontractors. ❑ If applicable, include alistingofany relevant Lawsuit and/or subcontractors' litigation and the result of that action resulting from (a) any public project undertaken by the Firm or by its subcontractors where litigation is still pending or has occurred within the last five years or (b) any type of project where claims or settlements were paid by the Firm or its insurers within the last fiveyears. Comments: 3. Qualifications of the Firm (25 total points possible) ❑ Include a brief description of the Firm's and sub -contractor's qualification and previous experience on similar or related projects. ❑ Provide a description of pertinent project experience with other public municipalities (maximum of four) and private sector (maximum of two) that includes a summary of the work performed, the total project cost, the percentage of work the Firm was responsible for, the period overwhich the work was completed, and the name, title, and phone numberofclientsto becontactedfor references. ❑ Give a brief statement of the Firm's adherence to the schedule and budget for each project. Comments: 4. Work Plan (25 total points possible) ❑ Present a well -conceived service plan. This section of the proposal shall establish the Firm's understanding of the City's objectives and work requirements and the Firm's ability to satisfy those objectives and requirements. Describe the proposed approach for addressing the required service, outlining the approach that would be undertaken in providing the requested services. Include a timetable for transition to full operation. ❑ Describe related service experience by both the Firm and any subcontractors in similar work. Please describe the role, extent of services (number of people used or saved, engagement duration, and contract value). Comments: 5. Staffing (10 total points possible) ❑ Discuss howthe Firm would proposeto staff the service described in ATTACHMENT B of the RFP. ❑ Proposed on-site support technicians are considered key personnel and shall be identified by name, specific responsibilities, and their qualifications. Include a current resume and position description for each of the proposed support technicians. Comments: 6. Proposed Innovations (5 total points possible) ❑ Suggest any cost-saving or efficiency -enhancing innovations that would provide benefit to the City's assessment of the Proposal. Include any performance - measuring matrix proposals as well. Comments: 7. Proposal Costs Sheet and Rates (20 total points possible) ❑ Include a not -to -exceed fixed all-inclusive monthly total service costs to the City, including a breakdown of staffing and resources proposed. ❑ Include the costs for extra after-hours services or any other services that are considered optional additions. Comments: Attachment C Proposal from Assure Consulting Group, LLC RFP NO, 2024-28 Professional Services for Information Technology Services Submission Date: Wednesday, September 25, 2024 at 10:30 AM PDT Point of Contact: Prem Kumar, Co-founder & Account Manager Address: 6340 Security Blvd, Suite 100 #1109 Gwynn Oak, MD 21207 Email: prem@assureconsultinggroup.com Telephone: (301) 701-2521 Website: www.assureconsultinggroup.com Assures IT 1 Se r✓i.n q, �eclvr rG r�oy. �e �e r... (f V(� Assure IT Assure IT is a premier IT Staffing solutions provider specializing in staffing, IT services„ network infrastructure, software development, Robotic Process Automation,Security and Log Analytics. Our customer -focused approach ensures tailored solutions that drive efficiency and growth in the digital era.We have partnered with several software license providers to offer best prices on top quality softwares in the market Staffing: • Information Technology Staffing • Short/Long Term Project Based Staffing • Temporary/Contingent Labor • Direct Hire/Placement • Staff Augmentation IT Services • Security Analytics • Log Observability and Automated Analytics • Support/Contact Center Services • IT Support/Help Desk • Security Assessment Services / Vulnerability Management Services • Independent Verification & Validation Services (IV&V Testing) • Al Solutions & Services (cloud providers) Security Software Subscriptions Reseller • Cybersecurity Software Licenses * • Data Backup & Recovery Software • Security Software Products* (Request a catalog forproduct/ht and pricing.) Industry NAICS Codes 541511, 541512, 541513, 541519,541618,423430 ,513210, 541519, 518219, 5419 90, 541611, 561422 • Federal: o Subcontractor Leidos/Social Security Administration (SSA) - IT Support Services Contract (ITSSC 2) - Phase 2 • Subcontractor Peraton/Social Security Administration (SSA) - ITSSC Phase 1 o Department of Health & Human Services (HHS) - MIDCAP. - Data Analytics • State: State of California Health & Human Services • Commercial: Bank of New York Mellon, Wells Fargo • Education/Non Profit: University of Pennsylvania, JHM Suburban Hospital Staff Certifications: • Safe Agile Practitioner • Professional Scrum Product Owner (PSPO) • Agile SCRUM Master (PSM) • Salesforce Certified Administrator PD I, PD II • ISTQB Certified Tester (Advanced) • Certified Cloud Practitioner • Safe Agile Practitioner • AI/ML Generative Al Applications Developer • EPIC Certified - Resolute Hospital Billing • Robotic Process Automation • Parasoft SOATest and Virtualize Assure IT rrrrrrrmrrr� 0 BEST -IN-SERVICE PROVIDER Over the past four years, more than 80% of the candidates we have placed remain employed at the companies we connected them with. Our operational focus revolves around comprehending each client's unique culture, prioritizing workforce welfare, emphasizing candidate quality, and embodying a resolute positive outlook and determination. oQUALITY EMBODIMENT Quality serves as the cornerstone of our operations. Our methodologies are meticulously designed to align with your quality standards. Our 6 -STEP SUCCESS PROCESS involves a comprehensive screening, recruitment, and evaluation of our talent pool. 0 COST -EFFICIENCY INITIATIVES Tailored to enhance your financial performance or operational efficiencies, our cost-saving strategies are customized to meet your specific business objectives. Through our personalized approach, clients typically realize savings of up to 20%. 0 CERTIFIED RESELLER COLLABORATIONS Our certifications from prominent software vendors grant us privileged access to premium features and dedicated support. 0 CUSTOMER -CENTRIC PHILOSOPHY Our unwavering dedication to customer contentment is underscored by our bespoke solutions, individualized assistance, and enduring client partnerships. 0 DRIVEN BY INNOVATION We are steadfast in our pursuit of cutting-edge technologies and software solutions, ensuring our clients maintain a competitive edge in their respective industries. We are an approved reseller of many cybersecurity cloud software licenses. Partnering with the vendors guarantees that you will get genuine, top-notch licenses, supported by our expert assistance and dedication to delivering excellence. • Ironscales • Pillr • Acronis • Keeper Security • Proofpoint • Acro gy • LastPass • SkyKick • Avan • Liongard Threatdown Powered • Bitdefender • Microsoft by Malwarebytes • Blackpoint Cyber P yN-able Passportal • TrendMicro • Breach Secure Now Nord Security • Usecure • Con cure . perimeter 81 • Vade • DNSFilter ilter . WatchGuard • Webroot • IBM Table of Contents OProposal Summary OProfile of the Proposing Firm OQualifications of the Firm O Work Plan OStaffing Proposed Innovations OProposal Costs Sheet & Rates I A AssureQ IT 6R In 23 35 39 aAssure IT �' �er✓�noh Iec�nrC ry, �e �e r... cAssure® IT �' `ar✓i.n yl. �c cF.nrGrp.y �c�r. Amanda Moreno Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Hello Ms. Moreno, Cover Letter — Professional Services for Information Technology Serviega Assure IT would like to thank the City of Rosemead for this opportunity to he a contribution to improving the City's IT effectiveness and support the maintenance of the City's information technology infrastructure. Assure understands the importance of maintaining efficient IT support and ensuring network maintenance for the City, IT projects and technology refreshments. Our company has the capability to meet and exceed the listed scope of services with our years of experience in comprehensive technological solutions and innovative IT skillset. Assure IT acknowledges the (10) ten key facets of the project stated in the Attachment B - Scope of Services, as well as the listed support and operations: • Desktop Support • Computer Operations • Security Administration Support • Network Administration & Systems Support • Planning & Project Management • Communication & Analysis In conjunction with our acknowledgement, we have prepared a Work Plan that demonstrates our approach to the required services and objectives outlined by the City. Furthermore, Assure IT will adhere to what is provided by the City: • Assistance with training regarding the City's office, procurement, policies, and behavior standards. • Procurement of new equipment and planned replacements in conjunction with the new contractor. • Contractor with a confidentiality clause that they are required to sign and adhere to and all information must remain confidential under penalty of law. Let Assure IT strengthen the City's Organizational Goals by building upon the Community's Brand Platform or Values with our commitment to a data -driven approach ensuring that the City can elevate in decision-making processes and gain strategic advantages for the City of Rosemead. We look forward to the possibility of collaborating with the City of Rosemead. If there are questions or concerns, please communicate with our principle contact person: Prem Kumar, Co-owner. Thank you for considering Assure IT for this exceptional opportunity. Best regards, 40LGJa!!'2, Prem Kumar Co-owner ® prem@,assureconsultinggroup.com uhttps://www.assureconsultinggroup.com/ O301-701-2521 O 6340 Security Blvd, Suite 100 #1109 Gwynn Oak, IIID 21207 Assigned Contact Personnel: On-site IT Support Technician Name: Nithin Godavari Phone: (205) 521-3345 Account Manager Name: Prem Kumar Washington Email: nrem&gssureconsultinggroun com Phone: (301) 701-2521 Founder & President Name: Swathi Rajan Email: swathi(a).assureconsultinagroup.com Phone: (301) 701-2521 Local Reeional Business Locations: California 2108 N ST, Suite N Sacramento, California 95816 Washington 8126 233rd PL NE Remond, Washington 98053 [Remainder of page left blank] Assurep IT � A' " r✓o no /C cfvn rC rod. �e er... Organizational Background & Structure: Assure Consulting Group, doing business as (dba), Assure IT is an emerging small business IT services startup specializing in providing high -impact technology solutions to government and state agencies. Our expertise aligns with IT staffing, comprehensive IT services, Security analytics and Log Management Analytics. Our mission is to empower the City of Rosemead with the right talent, advanced technologies and robust security solutions to achieve their key objectives and safeguard their digital assets. Founded in the year of 2020, Assure has established a growth of experience in providing IT related services to federal and state level entities. At Assure IT, our comprehensive technological solutions help industry leading companies achieve greater success, moreover; support the IT infrastructure of growing cities. Our platform has a wide range of features that were created with an aim to live differently by incorporating high -developed technology solutions. In order to empower our users to do better, Assure IT is continually building upon its technology. Our current staff of (8) eight dedicated IT professionals possess the capability to provide required services outlined in the RFP. We have resources to increase our staff members where applicable and to sustain the requested 24/7 support hotline for after-hours emergencies. We understand that adequate backup staffmg will be secured through our staffing resources to address major and immediate problems, staffing irregularities and planned upgrades. [On the next page is our Organizational Chart[ ■ \ a � c e E 2 e O � 0 � 4-J IN ot k W x k % CL \ R § �)\ /))\ _ 2 #f±\#fC : !IE /§§ \\\\\{\\ `.\ \/§ \�}\ co )/) (® -- { 2){] {)\) !!! \)\kk)\ \\\\\/{ § �)\ /))\ _ 2 #f±\#fC : !IE /§§ \\\\\{\\ Financial Stability: The financial position of Assure IT remains strong and resilient despite external economic challenges. The company continues to maintain a healthy balance sheet with a robust liquidity position, reflecting its ability to meet short-term obligations and invest in long-term growth. Assure IT is well-positioned to sustain its financial stability, with an emphasis on prudent financial management, operational excellence and strategic growth initiatives. Despite potential headwinds in the global economy; the company's stable cash flows, manageable debt levels and consistent profitability provide a solid foundation for future success. We refer to financial stability as maintaining financial health over time without being overly dependent on short-term borrowing or vulnerable to economic downturns. As a stable entity, we're able to meet our liabilities, both short -tern and long-term, without excessive strain. Assure IT's capacity has an extensive ability to raise funds and invest in opportunities such as RFPs, projects and meet future financial commitments. This can include accessing debt or equity markets, utilizing retained earnings, or leveraging operational cash flows. We extend our resources to encompass both financial and non-financial assets that support our company's operations and growth. We have incorporated a chart to visually demonstrate Assure IT's financial standing: Financial Stability Capahih(% Resources • The firm specializes • The firm owns • Assure IT has in subcontracting to state-of-the-art maintained consistent acquire the most equipment and profitability over the efficient professionals proprietary software, last five years, with a with expertise across giving it an edge in healthy profit margin. various departments, delivering including Finance, high-quality services Operations, and IT efficiently. Support Services. • We have an expertise • Assure IT operates in (AI) Artificial nationwide, with a Intelligence Solutions, robust infrastructure, including: allowing it to handle Digitalization/ Data large-scale projects. Capture/ Al Call • We have successfully Center Transcript completed multiple Conversion & Al This demonstrates that the furin has the financial backing, operational capacity and necessary resources to take on large contracts and remain sustainable. The below request is not applicable to Assure IT: • Additionally, this section shall include a listing of any relevant lawsuit and/or subcontractors' litigation and the result of that action resulting from (a) any public project undertaken by the Firm or by its subcontractors where litigation is still pending or has occurred within the last five years or (b) any type of project where claims or settlements were paid by the Firm or its insurers within the last five years. JOn the next page is our 2024 Financial Statements) projects exceeding, Language Conversion demonstrating its in Documents ability to manage complex and resource -intensive work. This demonstrates that the furin has the financial backing, operational capacity and necessary resources to take on large contracts and remain sustainable. The below request is not applicable to Assure IT: • Additionally, this section shall include a listing of any relevant lawsuit and/or subcontractors' litigation and the result of that action resulting from (a) any public project undertaken by the Firm or by its subcontractors where litigation is still pending or has occurred within the last five years or (b) any type of project where claims or settlements were paid by the Firm or its insurers within the last five years. JOn the next page is our 2024 Financial Statements) n"W Supreme Tax & Finance Inc September,20th2024 To whom it my concern, contact@supremetaxandtimnce.mm w .wpremetaxandfinance.mm 469-230-0020/214-432-0678 469-420-5350 50150UTHRIDGE WAY IRVING, Tx -75063 This is to certify that ASSURE CONSULTING GROUP LLC is in good financial standing and has the resources required to carry out the terms of this contract. I am tax preparer of this company. Assure Consulting Group LLC, founded in 2020, has a track record of sound financial management, consistent revenue streams, and restrained spending. The business has continuously shown that it is capable of handling several projects of comparable scale and scope while maintaining operational effectiveness and meeting financial commitments. Important financial records, such as the current financial statements and prior 3 years tax return documents for the previous, are enclosed with this letter for your review. 1. Profit & Loss Statements for Jan to Aug 2024 2. Balance sheet as of August 31 st, 2024 3. Cash flow statements as of August 31 st, 2024 4. Tax return documents with all schedules for the tax years 2021,2022 &2023 Ensuring that Assure Consulting Group LLC is more than capable of meeting the project requirements, these documents are submitted to demonstrate the company's financial strength. Please feel free to contact me at contact@supremetaxandfrnance. corn or 214-432-0678 if you need any more information or evidence to evaluate Assure Consulting Group LLC 's financial situation. Thank you Yours truly, Santa S Acharya President- Supreme Tax & Finance Inc PTIN: P02073754 r'b U w Supreme Tax & Finance Inc contactpsupremetaxandtimnm.eom www.supremetaxandtima .mm 469-230-0020/214-432-0678 469-420-5350 501 SOLITHRIDGE WAY IRVING, TX -75063 ASSURE CONSULTING GROUP LLC PROFIT & LOSS A/C FOR THE PERIOD OF 01-01-2024 to 08-31-2024 Desv'ipti o n/particulars LIRCOYIE Autount (SI AMMt I.I Inmmefrom Sema.. MALIM OMI 2.1 COST OF000DS SOLD Total COGS S _ S 204545.08 60400.00 S 204545.08 $ 60400.00 GROSS PROFIT 2.2 EXPENSES 2.1 Ai=unfing _ S 2,100.00 S 144145.08 2.2 Auto Mobile Ex rases 23 Credit Card Collection ch $ S 2,795.07 613.99 2.4 Dues & Subscriptions $ 807.07 2.5 Eduodon & Tnining Expemm S 2,000.00 2.6 Employ" Benefit Pro ms S 4,176.06 2.7 Hotels S 443.54 2.81nsurancee S 2,490.00 2.9lnter Expensm S 7,370.99 2.101ntemet S 639.36 2.11 Janitorial Expenses S 182.41 2.12 Lml and Professional Fee S 2199.00 2.13 Meals& Entertainment Expenses S 1993.51 2.14 Office Expenses S 699.28 2.15 Parking &Tolls $ 375.87 2.16 Pa oll Processing E enses S 278.57 2.17 Posta S 932.22 2.18 Printing S 61.35 2.19 Pa Il Taws S 3,511.36 2.20Il irs and Maintenance S 1.233.65 2.21 Salaries & Wa es S 44,240.00 2.22 Office Su lies S 3.811.20 2.23 Taws &Licences S 1,030.88 224 Telephone S 249.38 2.25Tmwl $ 5,190.48 2.26 Membership and Other Fees S 695.00 TOTAL EXPENSES $90120.24 NET PROFIT $54,024.84 Yours truly, Sar 'its S Acha President- Se Tax & Finance Inc PTIN: P020 4- n !� Supreme Tax & Finance Inc Balance Sbeet as on 08/31/2024 contact@$upremetaxandfinance.com W w W.wpremetaxandfimncexom 469-230-00201214-432-0678 469-420-5350 501 SOUTHRIDGE WAY IRVING, T%-75063 Yours truly, Sarita S Acharya President- Supreme Tax & Finance Inc PTIN: P0207375_4.7 .l.., YTD L Current Assets Bank Balance $6,355.17 $6.355.17 IL Otber Current Assets 11 Loan In &A Panne, LLC $63,500.00 $63,500.00 III. Total Current Assets 1.11 $69855.17 N. Fixed Assets i Vehicle $151 53.00 ii accumulated De mciannns 5151 53.00 Ili Com utem $1,464.00 iv Accumulated De re iations -51.464.00 V.Total Fixed Assets $0.00 VI. Total Assets III. $69.955.17 VILCurrentidab IW" Credit Cards $7.712.56 Pe Il Uabilides $417.77 VIII. Total Cu nt UabllIdes $8130.33 DL Equity Member's Ca Ital Account $83,700.00 Net Profit $54024.84 Member's Distribution -$76000.00 X Total Equity $6172484 M.TOTALLNBILMFSAND UITV I+ f49 SSl7 Yours truly, Sarita S Acharya President- Supreme Tax & Finance Inc PTIN: P0207375_4.7 .l.., n !� Supreme Tax & Finance Inc contact@supmmetaxandfinance.com w .supremetaxandfinance.c0m 469-230-00201214-432-0678 469-420-5350 501 SOUTHRIDGE WAY IRVING, TX -75063 Statement of Cash Flow Assure Consulting Group LLC Statement of Cash Flows as of August Ust 2024 ` Current Period Prior Period Inches" (OKNO e) PARTICULARS lanlstWAug3l g 1an31stto Deo31 2024 201. lanlslto Au 31512024 f BEG I N N I NG CASH ON NANO r� 99,543.31 51,502.96 48.040.33 ADD: CASH RECEIPTS Cash Sales 204,545.08 420,386.00 (215.840.92) interest Income 1,315.00 (1,115.00( TtSTucAsxRECflfK3 x64,545.08 sx4wioo (236,955.92) LESS: CASH PAYMENTS CO5t OF XXXWOL); Direct ProdactlSefNce Cons 60,400.00 172,915.011 (112,515.00) Other Costs SURTetal Coat of Goods Sold 66AOOoo 172,915.00 (114516.60) OPERATING EXPENSES: AutonamileRransponation 2,795.07 1,681.00 1,114.07 Bank Semce Charges 613.99 1.00 612.99 Business Licenses and Perm4S 1,030.88 4740.00 (1,709.12) Comptderandlntemet 639.36 4359.00 (1,719.64) Continuing Education 2,ODOOO 982.00 11018.00 Contributions a03.00 (80100) OlresSSub:riptbns 807.07 89.00 718.07 Insurance 2.49D.00 2.490.00 Immigration Retated expenses 401.00 401.00 Hotels 443.54 3.317.00 (2,873.46) lanhariat Expenses 18241 955.00 (77259 Meals and Entertainment 11993.51 3,715.00 (1,721.48) Miscellaneous Expense 695.00 1,9oG.00 ' (1,211.00) Office Supplies 4.510A8 13,335.00 (8,824.52) 011ier Services Fee 1,1194.00 (1,894.00) Payroll Processing 278.57 1,306.00 (1,027.43( Parking 6 Tolls 33$7 4.122.00 (3,746.13) Postage and Delivery 93222 526.00 406.22 Printing and Reproduction 61.35 61.35 Professional Services -Legal. Accounting 4,299.00 3,073.00 4226.00 Repairs and Maintenance 1.233.65 4.688.00 (3.454.35) n� Supreme Tax & Finance Inc wntact@suprennetaxandfinance.wm www.wpremetaxandfinancexom 469-230-00201214-432-0678 469-420-5350 501 SOUTHRIDGE WAY IRVING, Tx -75063 RecnMin expenses 742.00 (74200) Salaries -Indirect 44,240.00 92,320.00 (48,080.00) Payroll Taxes and Benefits -Indirect 7,687.42 19.454.00 (11.786.58 Software's 2,235.00 (2,235.00) Telephone 249.80 785.00 (53520) Travel 5,190.48 10,418.00 (5,227.52) Utililiee 553.00 (553.00) Sub -Total Operalling Expenses 82,749.87 174,400.00 (91,650.33) OTHER EXPENSE PAYMENTS Interest Expense 7,370.99 4,051.00 3,319.99 Cash Oisbursemerns to Owners 76,000.00 76,000.00 Uranto Omens 63,500.00 20,200.00 43,300.00 Credft Card Disbursements 7,712.56 1.894.67 5,817.89 Sub -Total Other Expense Payments 154.687.55 26,145.87 128,4.37.88 TOTAICASH PAYMENTS 297,733]2 373,480.67 (7S,7D.45 NET CAM CHANGE -Inllaw(Ormtow) (93,1118.14) 48.040.33 1141,22&47) CASH POSITION (end of month) 6,355.17 99,543.31 193,IBB.U) Yours truly, Sarita S Acharya President- Supreme Tax & Finance Inc PTIN:P02073754 Assure IT �Gv✓i.nq, �ec�ne-Grg. �e �e v... Oualifications of the Firm: Within our qualification realm, Assure IT provides a broad spectrum of IT services that includes: v IT Staffing )-.- Cloud integration ➢ Network management ➢ System maintenance Independent Verification & Validation Services ➢ Robotic Process Automation & Technical Assistance At the core of our company's qualifications, our services are specifically designed to enhance the efficiency, reliability and security of government IT infrastructures such as the City of Rosemead. We strategically ensure seamless operations and adherence to compliance requirements and maintenance. Our staff members have worked on various federal and state goverment projects. Listed below are a few of our Subcontractor Projects with similar scope and key responsibilities: 1) Project Title: IT Support Services Contract Client: Social Security Administration (SSA) Percentage of Work Performed: Duration: Three (3) years Total Project Cost: $1,085,760.00 US dollars Contact Personnel: Pankaj Lal, Omm IT Solutions Email: 12ankaj.Ia1gommincorp..com Phone: (607) 206-4243 Overview: Our main objective was to provide IT support services to the Online Enterprise Scheduling System regulated by the SSA. The system was a manual and time-consuming process for scheduling appointments, interviews, hearings and follow-ups for beneficiaries and applicants. To strategically address this issue, Assure IT developed a custom enterprise scheduling tool that went through various testing and automation. This project was essential to ensure an increase in efficient productivity and prioritize accuracy. Key Responsibilities: • Implemented an automated scheduling engine to centralize all calendars across SSA departments. This task was initiated to eliminate scheduling conflicts and double bookings. In addition, the system automatically checked staff availability, office hours and applicants requirements before proposing appointment times. • Utilized automation to handle cancellations and reschedules. For instance, the system will automatically identify the next available slot when a participant cancels. Appointments are also rescheduled based on predefined rules such as the prioritization of urgent cases. • Presented vulnerability scanning tools to verify secure code development and mitigate potential risks. Suggested developers to fix issues by identifying security vulnerabilities before deployment. Developed cost estimates and secured funding through federal and state grants. • Performed open -source tools with vulnerability management which provided detailed insights into security risks associated with third -party libraries and ensured compliance with licensing requirements. • Integrated the automated scheduling tool with SSA's case management system to automatically activate updates of scheduled or rescheduled appointments within the beneficiary's case file. Outcome: Assure IT was able to successfully incorporate an automated system that reduced manual scheduling efforts by more than sixty (60) percent. SSA staff could allocate their time to other high-value tasks, improving overall productivity. This system resulted in real-time calendar updates and conflict detection, elimination of double bookings and improved appointment accuracy. Beneficiaries experienced shorter wait times for appointments and the automated reminders reduced no-show rates by twenty (20) percent which demonstrated high-quality service delivery. The self-service portal provided greater convenience and transparency for beneficiaries, allowing them to manage their appointments independently. Throughout the project, Assure IT maintained strict adherence to both the agreed-upon schedule and budget. By employing efficient resource management and continuous monitoring, we completed all milestones on time while staying within the allocated budget, ensuring successful project delivery without delays or cost overruns. 2) Project Title: IT Reporting & Decision Support Dashboard/ Claims Analysis Client: Department of Health & Human Services Percentage of Work Performed: Duration: Two (2) years Total Project Cost: $565,600.00 US dollars Contact Personnel: Sri Bodepalli, John Hopkins Health System Email: srina,sahasacoro.net Phone: (813) 943-3966 Overview: This project was focused on collecting IT's key metrics, user-friendly real time IT dashboard solution that will push business business value higher. The dashboard enabled businesses to gain real-time insights into their IT infrastructure, project timelines, and resource utilization. This would lead to improved decision-making and operational efficiency. Key Responsibilities: • Evaluated and gained insights from the data collected through support tickets. This analysis helped to improve service efficiency, customer satisfaction and identify patterns that may point to underlying issues. • Provided a visual representation of key performance indicators (KPIs) and metrics related to an organization's IT infrastructure, support and operations through IT Dashboard. Assure IT was able to track, analyze and manage the performance of IT services, identify issues quickly and make data -driven decisions. • Created a Physician Claims Analysis Dashboard to manage and analyze healthcare data, particularly focused on the claims made by physicians. • Produced a Claims Denial Tracker Dashboard for healthcare providers and insurance companies to monitor and analyze the reasons behind denied claims. This dashboard identified trends, addressed systemic issues and ultimately reduced the number of denials, which led to improved operational efficiency and increased revenue. Produced a Financial Reports/A/R (Accounts Receivable) Aging Dashboard for payors to manage the cash flow and financial health of a healthcare provider. It focused on displaying the status and trends of receivables from different payors, such as insurance companies, government programs and other funding sources. Outcome: Assure IT was able to improve operational efficiency, accuracy and compliance, providing a scalable and cost-effective solution for the administrative and financial operations. The RPA solution reduced the time required to process claims and invoices by more than sixty (60) percent. The reduction in manual labor and faster processing times resulted in significant cost savings for the State of California. By improving the overall accuracy of claims and invoice processing, manual errors due to data entry mistakes or misrouted invoices were eliminated. For this project, we were able to adhere to specified project schedules and the budgets rooted in its commitment to discipline project management and strategic resource planning. To ensure commitment to deadlines, we developed a comprehensive timeline. 3) Project Title: IT Automated Solutions Client: Covered California - Calheers Percentage of Work Performed: Duration: Two (2) years Total Project Cost: $665,600.00 US dollars Contact Personnel: George Thomas, State of California Email: george.thomas tnt calhcers.ca.gov Phone: (916) 917-2361 Overview: The key purpose of this project was to deliver robust IT support services to streamline the client's UAT process and implement Robotic Process Automation (RPA) that would improve operational efficiency. Our approach focused on ensuring seamless integration of IT infrastructure, successful testing, and the deployment of automated workflows. Key Responsibilities: • Streamlined routine processes to enhance productivity and minimize human involvement. • Integrated RPA tools across various departments to optimize data entry, processing and report generation. • Trained the internal team on managing and updating automated processes post -deployment. • Continuously monitored and optimized automation to align with evolving business needs. Outcome: The final result of this project demonstrated 100% of business requirements met through rigorous UAT (User Acceptance Testing) processes. We were able to reduce post -launch defects by 35% due to early detection and resolution during UAT. There was also an improved stakeholder satisfaction due to seamless system launches with minimal disruptions. We were able to achieve a 40% increase in process efficiency by automating repetitive tasks and reduced manual errors by 50% in data entry processes. Assure IT consistently met the coordinated project timelines and stayed within the budget through a strong focus on detailed planning and continuous oversight. Initially, the company establishes a clear roadmap, breaking down tasks into manageable phases with defined deadlines and budget allocations. This structured approach ensures that resources are appropriately assigned, and project objectives are understood by all team members. Regular check -ins and status updates with internal teams and stakeholders help identify any potential issues early, allowing the company to address challenges quickly and prevent delays or budget overruns. The combination of careful planning, real-time monitoring and open communication, Assure IT consistently met the goals of this project within the agreed schedule and financial constraints. [Remainder of page left blank] Assure IT �, Cev✓i.nok %e cF.n rYivy. �e �e r... Work Plan: Statement of Understanding Assure IT acknowledges and fully understands the outline of responsibilities, scope of work and expectations between the management team for the City of Rosemead our key personnel assigned to this project for the provision of IT staffing services. Our goal of this engagement is to ensure that the City of Rosemead has access to skilled IT professionals to meet their project and operational needs in an efficient and timely manner. Assure IT will ensure our IT services meet the duties and responsibilities listed for each category: Desktop Support, Computer Operations, Security Administration Support, Network Administration & Systems Support, Planning & Project Management and Communication & Analysis. Proposed Approach Our vision is to become a leading provider of IT services to the City of Rosemead, recognized for our expertise in IT staffing, security analytics and cybersecurity solutions. We have a solid foundation that our approach will consistently focus on delivering innovative, secure, and reliable technology solutions that can empower the City of Rosemead to operate more effectively and securely in an increasingly complex digital environment. The primary objective is to ensure uninterrupted IT operations and provide timely, professional support across all facets of the City's IT infrastructure, ensuring high service levels and operational efficiency. The contractor will be responsible for serving as the City's IT staff under the direction of the City Manager and Assistant City Manager, ensuring the full management of IT functions. PHASE ONE: Proper Assessment. Assure IT will begin with a thorough assessment of the City's current IT infrastructure by identifying all workstations, servers, network devices and all software in use. This would include doing an assessment of Barracuda, Avanan and Datto EDR to ensure proper alignment with Assure IT services. Selection & Onboarding Process: To establish the best suitable way of recruitment, we utilize a mix of internal sourcing through employee referrals, and external sourcing via IT -specific job boards, recruitment agencies and social media platforms. During our selection process, we implement robust testing for technical skills using coding tests, problem -solving exercises, and case studies relevant to a combination of Assure IT standards and the responsibilities outlined by the City. A comprehensive onboarding program will be initiated for new IT staff, including IT systems training, introductions to key project objectives, and enhancing the skillsets of experienced team members. Subcontracting Plan: Assure IT currently does not intend to subcontract any portion of this project. In the event that we are awarded with the appropriate need, we'll seek subcontracting solutions. Assure IT is 100 % confident in our capabilities to undertake the various tasks outlined in the scope of services in this RFP. Listed below are our preferred staffing partners: • 24LiveIT Corp • C -INFO TECH LLC • LionOrbit Tech Solution LLC Desktop Support: Our on-site IT Support Technician will be responsible for all desktop support matters while implementing effective solutions to enhance the overall productivity. We will incorporate Support Structure. Help desk support will be available 24/7 through multiple channels such as phone, email and live chat through our innovative ticketing system. All support requests will be logged, categorized and tracked to confirm no request goes unnoticed. Our experience in integrating a Help Desk Ticketing Analysis with the Department of Health and Human Services will be utilized to improve consumer fulfillment and service effectiveness. As well as logging support requests, categorizing and tracking to confirm no request goes unnoticed. Assure IT will commit to a response time of 15 minutes for critical issues and up to an hour for non-critical issues, aligning with agreed Service Level Agreement (SLAs). Computer Operations: The key responsibilities will involve managing and overseeing the day-to-day functioning of computer systems and the City's IT infrastructure to ensure smooth and efficient operations. To meet the scheduled processes outlined in the RFP, our on-site IT Support Technician will regularly conduct health checks and software updates to prevent issues before they impact the City users. Security Administration Support: Our primary focus will be maintaining and supporting the City's information security infrastructure to ensure the protection of data, systems and networks. Creating, modifying and deleting user accounts and access rights based on role -based access controls (RBAC). Without excessive or unauthorized access, we will maintain that the City users have the necessary permissions to perform their duties. By detecting and responding to security incidents, security tools (SIEM systems, firewalls, intrusion detection systems) will be utilized. To enforce security configuration, the implementation of security configurations on servers, network devices and applications will be maintained. Network Administration & Systems Support: Assure IT the responsibilities listed in this section will be performed during hours of operation as well as after hours and during weekend work. Our goal is to provide network and system technical support to ultimately minimize down time. Desiuni S and configuring networks: We will assist in setting up LAN, WAN, VPN, and other network configurations to ensure proper communication within and outside the City's IT infrastructure. Monitoring network performance: The usage of network monitoring tools will track network health, bandwidth usage and potential bottlenecks. Planning & Project Management: Our approach would consist of organizing, coordinating and executing IT projects and tasks to ensure efficient service delivery. All IT systems must be deployed, maintained and upgraded according to the City needs. Identifying technical requirements: It is essential to work efficiently with the City IT team and departments to assess current IT needs, such as hardware, software or network upgrades. User feedback analysis: We gather feedback from all users to identify pain points or areas of improvement in the IT setup. Our automated scheduling system used for our project with the Social Security Administration (SSA) integrated analytics to assist in user feedback, optimize resources and improve service delivery. Ultimately, our assistance to the City's IT Services Manager to manage the listed duties in the RFP is a vital priority. Communication & Analysis: Communication is critical to Assure IT to ensure that technical processes align with business objectives, stakeholders are informed and decisions are made based on accurate data and insights. Notifying users of incidents: Communicating system outages, disruptions, or security breaches to users and explaining the actions being taken to resolve the issue is vital. Providing accurate updates: We offer regular updates on the progress of incident resolution and informing users when systems will be back online. Incident reporting, rting, Assure IT will document all incidents and communicate with management or relevant departments to ensure proper follow-up and prevent recurrence. [The next page includes our Proposed TtmeTablej c m U .0 L V N O .. .N c O w O c c O E 0 0 CL Qi ►r 04 ►l i C (6 � " o 0o a Q) V / m Co o G% o c G� C .o ° N N a� E CL E O U F3 T I Assure IT Staffing Personnel: To ensure that all services are properly staffed, we have outlined our proposed staff members assigned to this project: On-site IT Providing coverage Monday -Thursday, 7:00 AM to 6:00 PM Technician while assisting after-hours emergencies and additional coverage 4 Responsible for all day-to-day IT functions, including troubleshooting, maintenance and upgrades. 4 Offer training on new and existing technologies as requested or identified by the contractor. -3, Develop and maintain procedural documentation for active servers and digital archives 4 Assist in Desktop Support, Computer Operations, Security Administration Support, Network Administration & Systems Support and Planning & Project Management. Account Manager Oversees administrative tasks, schedules meetings, prepares billing, and ensures contract compliance. -� Coordinate regular meetings with City management 4 Provide quarterly hardware inventory, timely reports, and conduct an IT audit within the first 30 days, followed by an IT business plan within 60 days. 4 We will ensure adequate personnel to address critical IT issues, staff shortages and planned upgrades. Our backup staffing will assist on-site and remote solutions. 4 Provide after-hours support with remote capabilities or on-site response within two hours for emergencies. 4 Supporting the 240 hotline Backup Staffing 4 We will ensure adequate personnel to address critical IT issues, staff shortages and planned upgrades. Our backup staffing will assist on-site and remote solutions. 4 Provide after-hours support with remote capabilities or on-site response within two hours for emergencies. Supporting the 240 hotline /The following page are the resumes of the Key Personnel/ NITHIN GODAVARI IT SUPPORT TECHNICIAN PROFILE Detail -oriented IT professional with 3 years of experience overseeing IT infrastructure, delivering technical support, and maintaining seamless network and system operations. Skilled in troubleshooting, server maintenance, software testing, debugging, and end-user training. Demonstrates a strong ability to manage emergency situations and provide timely, high-quality IT services. Collaborates effectively with teams and leadership to develop streamlined processes and meet organizational objectives. WORK EXPERIENCE American Airlines, Dallas -Fort Worth, TX JAN 2024 - PRESENT IT Support Specialist • Provided technical support for users, resolving issues related to hardware, software, and networking. • Managed the IT infrastructure and handled server maintenance, ensuring smooth operation with minimal downtime. • Developed and implemented IT backup plans, ensuring data protection and continuity of services. • Conducted IT audits to identify potential risks and improve systems. • Delivered end-user training on various technology platforms to improve staff efficiency and adherence to policies. • Responded to emergency IT support requests via a 24/7 hotline, resolving issues remotely or onsite within a two-hour window. Cyrus One, Dallas, TX FEB 2023 - JAN 2024 IT Support Specialist • Supported daily IT operations including troubleshooting, system updates, and software installation. • Assisted in preparing and enforcing IT -related policies across all city departments. • Participated in the electronic disposal of surplus equipment in compliance with legal requirements. • Developed procedural documentation for active servers and assisted in archiving them digitally. • Assisted in the preparation of monthly schedules for IT support personnel, ensuring adequate coverage for city operations. Capital One Bank, NJ JAN 2022 - JAN 2023 Software Engineer • Design and architecture of the inventory management system, ensuring scalability and performance optimization. • Built a responsive user interface using React and JavaScript, allowing users to easily manage and view inventory data. • Designed user-friendly dashboards and visualizations to provide insights into stock levels and sales trends. • Developed the back end using Django, creating APIs for inventory tracking, order processing, and stock management. • Managed cloud services for data storage and backup, ensuring security and compliance with industry standards. PREM KUMAR ACCOUNT MANGER PROFILE With over 12 years of experience in developing Business Intelligence Applications and Quality Assurance Solutions for the Health IT and Finance industries, I have expertise in both Web In and API Automation, including API Performance Testing. I have worked on multiple federal projects such as CMS DraaS, Physician Quality Reporting System (PQRS), and HealthCare.gov, contributing to DevOps-ready automation frameworks and CI/CD pipelines. I led a team of four, implementing a no - code automation framework for API testing, and automated Salesforce applications for CMS CMML I introduced cloud -based lest execution tools like Sa=Labs and BrowserStack, and developed data visualizations and KPI metrics for finance units. My technical skills include proficiency with Selenium WebDriver, SQL, Oracle, and BI reporting repositories. I have experience in defining testing strategies, executing various test scripts, creating detailed defect reports, and collaborating on root cause analysis. Additionally, I am adept in using tools like HRA, HP Quality Center, and Confluence for managing requirements and testing documentation. I have a strong background in backend testing, bug tracking, and independent verification and validation, as well as experience in leading business intelligence projects and testing. My work involves collaborating with both technical and non-technical users to meet project objectives and deliver quality outcomes. WORK EXPERIENCE Social Security Administration JAN 2023 - PRESENT Lead Automation Engineer (Consultant) • Defined testing strategies and approaches to validate new or enhanced functionality. • Determined test dependencies, including QA environments, tools, training, and deployment plans. • Created and executed manual and automated test scripts based on epics and user stories, including smoke, functional, integration, and non-functional tests. • Investigated failed test scripts and reported detailed defects with supporting documentation. • Led UI, API, and Mobile App automation efforts using Selenium, Cucumber, TestNG, and Java. • Planned and designed automation frameworks, test scenarios, and high-level test cases in BDD format. • Developed automation scripts integrated with Cl/CD pipelines and determined regression test scope for each release. • Gathered data on integration issues, collaborated on debugging, and participated in defect tracking and problem resolution during the development lifecycle. • Conducted feature and regression testing in different environments (DEV and VALIDATION) and verified test results. Center for Medicare & Medicaid Services (CMS) SEP 2017 - DEC 2022 Lead/ Senior Test Automation Engineer • Developed automated test scripts to validate functional, technical, and performance requirements. • Execute test scripts during internal system testing. • Experience with Agile project management and testing methodology • Worked on Test Automation Modernization and converted Excel Based Approach to Database Driven Testing using Selenium JAVA, TestNG. • Introduced Cloud Based Test Execution using Selenium Java and Saucelabs. • Experience in understanding the complex requirements and derive various test scenarios and test cases/ developing and executing smoke, regression and end-to-end test cases Center for Medicare & Medicaid Services (CMS) JUN 2014 - AUG 2017 Test Engineer • Reviewed Business, Functional, and System Requirement Specifications, and Business User Stories. • Performed various testing types, including Smoke, Sanity, Functional, System, Integration, and Regression. • Prepared key testing documentation such as Test Plans, Test Summary Reports, Requirement Traceability Matrix, and Daily Summaries. • Developed Selenium Java automation scripts for applications, including enrollment through multiple channels, and led the Plan Compare (PC2.0) integration testing efforts. W \ ,2_,_►1t' • A ,\ ACCOUNT MANGER WORK EXPERIENCE Center for Medicare & Medicaid Services (CMS) JUN 2014 - AUG 2017 Test Engineer Defined and maintained test plans, created automation testing specifications, and reported product failures. Owned the design, development, and maintenance of automated tests using Selenium Java and excel data -driven frameworks. Analyzed and documented issues during testing and validated data using SQL and SAS/CONNECT across Oracle, DB2, and Teradata databases. Led knowledge transfer sessions and testing activities for change requests (CRs) and conducted User Acceptance Testing (UAT) with clients. Extensive knowledge of eligibility enrollment, financial management, SHOP, and plan management modules. Tested Plan Preview, Rating Engine for QHP Plans, and prepared Plan Management templates. Created project use cases, wireframes, and reports, and attended weekly meetings to resolve testing issues. Interfaced with customers and business owners to document requirements and ensured end-user requirements were met. Worked with tools like HP Quality Center, JIRA, Mark Logic, SharePoint, and Soap UI in various testing environments. John Hopkins - Physician Billing Services OCT 2009 - JUN 2014 BI Developer - Finance & Decision Support Business Intelligence Unit • Designed and delivered quality reporting, business intelligence, dashboards, and analytics solutions, meeting specifications, timelines, and budget constraints. • Enhanced reporting and analytic tools, ranging from ad hoc data discovery to large-scale implementations. • Collaborated with business leaders to optimize data usage and provided guidance on selecting appropriate tools and visualizations. • Implemented a web -based "Self -Serve Management Reporting Portal' using BI tools like Cognos, Tableau, and SAP Business Objects. • Extracted financial data for complex analyses, generating narrative reports for management. • Developed ETL routines using SSIS for data warehouse population. • Worked with a diverse range of end users to define project scope, metrics, and KPIs. • Managed monthly reporting schedules and automated report generation. • Conducted financial analysis and generated profit/loss statements across business units. Trafelet Delta Funda MAY 2008 - DEC 2009 SQL Developer • Involved in requirements gathering, analysis, design, development, deployment, and user training. • Created complex formulas in sub -reports using shared variables and integrated them with master reports • Developed custom functions for reuse in other reports and functions. • Analyzed and modified existing systems to support new requirements. • Designed, developed, and tested SQL processes, including views, scripts, stored procedures, and DTS packages. • Extracted data using SAS and SQL Server, and developed reports using Crystal Reports. • Created complex SQL joins to support ad-hoc requests. • Designed and developed BO Web -I reports and Universes, resolving joins and loop problems. SWATHI RAJAN FOUNDER & PRESIDENT PROFILE With over 13 years of diverse IT experience in Healthcare and the Air Industry, I specialize in Business Intelligence and Data Analytics. I have worked closely with both business and technical teams to lead BI development projects, demonstrating expertise in programming, data processing, and both quantitative and qualitative analysis. As a detail -oriented data analyst, I have experience in competitor analysis, generating business intelligence, and identifying trends to enhance business performance. Proactive and innovative, I excel at delivering strategic recommendations to meet real-time demands. With managerial experience, I bring a resourceful and organized approach, emphasizing my natural leadership abilities. WORK EXPERIENCE Amazon Air SEPT 2022 - PRESENT Senior Business Intelligence Engineer (BIE) • Led the implementation of AI -driven automation solutions to streamline punchline report generation and enhance leadership review processes, boosting operational efficiency. • Developed chatbot and virtual assistant functionalities using AI models like Claude 3, translating NLP queries into SQL code and returning results in NLP format, improving data analytics accessibility. • Collaborated on a Cargo project, automating end-to-end processes from data consumption to reporting, providing leadership with insights into revenue and profit for business expansion decisions. • Acted as a subject matter expert (SME) for SQL, ETL, visualization tools, and databases. • Partnered with cross -functional teams to design, develop, and maintain automated systems, reports, and dashboards. • Identified opportunities for improvement and collaborated with leadership to deliver solutions to business challenges. • Managed and executed projects from data gathering to analysis, delivering insights and recommendations to stakeholders. Amazon Air JAN 2021 - SEPT 2022 Business Intelligence Engineer (BIE) • Developed scalable BI solutions using programming, SQL, and visualization tools • Delivered solutions that accelerated the business with data -driven analyses, metrics, and insight. • Defined, developed, and built business critical metrics and reports across all business levers, key performance indicators, and financials. • Provided the data engineering with functional and technical requirements to improve efficiency of data pipelines. • Managed numerous requests concurrently and strategically, prioritizing when necessary. • Supported cross -functional teams on the day-to-day execution of projects and initiatives. Cogent People Inc. - Columbia, MD JAN 2020 - JAN 2021 MIDCAP Management - CMS • Build reports and visualizations to effectively communicate data -driven insights to users for a variety of audiences. • Work closely with the different departments to provide functional users with insights into their business through data analysis and presentation. • Present large amounts of information in ways that are universally understandable or easy to interpret and spot patterns, trends and correlations; transform, improve and integrate data, depending on the business requirements. • Conduct business and systems process analysis and design; focusing on quality improvement and data management; ensuring data is reliable and valid; assist in developing process improvements. • Work closely with the project teams, business and IT stakeholders and develop project deliverables for the Marketplace data collaboration platform. SWATHI RAJAN FOUNDER & PRESIDENT WORK EXPERIENCE Cogent People Inc. - Columbia, MD JAN 2020 - JAN 2021 MIDCAP Data Catalog - CMS • Identified initial list of datasets in MIDAS • Identified and classified business and technical metadata elements in the selected datasets • Reviewed and identified the data source for each data element • Reviewed data transformations in MIDAS and identify derived data elements • Engaged with business SMEs to prioritize datasets for the pilot • Analyzed selected data for quality and completeness • Developed detailed pilot requirements in consultation with business SMEs • Engaged in the efforts to create MIDAS data Catalog to organize inventory of data assets in the Marketplace to provide a central, overarching view and deeper visibility into all MIDAS data. • Completed the technical evaluation and review draft recommendations with business users and MITG • Worked with the Data Catalog team to integrate with existing Data Access solutions through standard interfaces. John Hopkins Health System APR 2019 - DEC 2019 Senior Business Intelligence Analyst Designed and developed engaging data visualizations using Tableau and Power Bl. Created functional and technical documentation for Business Intelligence solutions. Collaborated with business and IT teams to identify key use cases and define requirements. Led and participated in workshops, design sessions, white -boarding, and project meetings. Provided thought leadership, best practices, and standards for effective BI solutions. Designed interactive dashboards, complex reports, and data visualizations based on business requirements and KPIs. Built performance -optimized Tableau data extracts and managed a repository of reusable templates and views. Analyzed large data sets to uncover patterns that improved customer insights, performance, engagement, retention, revenue, and reduced costs. John Hopkins Health System MAY 2012 - FEB 2019 Business Intelligence Analyst Conduct charge validation testing for EPIC and financial system upgrades, providing guidance on pricing and reimbursement concepts. Managed EPIC implementation projects across hospitals, ensuring accurate CPT and Revenue Code usage. Analyzed billing errors and denials, resolving issues with Ancillary Departments. Supported training, planning, and development for the EPIC Resolute Hospital billing system, implementing coding process improvements. Expertise in SQL Pass Through for data extraction from remote databases and processing large datasets from data marts. Prepared audit findings, maintained detailed work papers, and generated revenue reports, ensuring CDM compliance. Hexaware Technologies, India MAR 2010 - MAR 2011 Business Intelligence Analyst Performed data management tasks including data transfer, dataset creation, data cleaning, and transformation. Created and maintained databases, categorizing variables and imputing missing data. Interpreted data and analyzed results using SAS techniques, loading outcomes into destination databases. Gathered requirements, created functional/technical specifications for new report requests. Provided data support for Balanced Scorecards, Key Performance Indicators, and ad-hoc requests. Conducted application testing for quality assurance using Mercury Testing tools. cAssureaa IT �' ver✓�nah �c(vn r(irg, �e ��r... Proposed Innovations: Traditional support models are giving way to innovations that leverage Artificial Intelligence (AI), Automation and real-time collaboration. Here are four (4) promising innovations shaping the future of IT support that Assure IT provides and can assist with for the City of Rosemead: Initiative 1: Cybersecurity-Advisory Services (IT Support) As cyber threats continue to increase, incorporating cybersecurity into IT support has become vital. Cybersecurity-enhanced IT support solutions integrate network security, endpoint protection, and user awareness programs within the IT support framework. Our Cybersecurity Advisory Services offer expert guidance to safeguard your organization against cyber threats. • Cybersecurity Risk Assessment and Gap Analysis: Conduct comprehensive cybersecurity risk assessments to identify vulnerabilities and gaps in your current security framework • Cybersecurity Strategy Development • Compliance and Regulatory Advisory Services Initiative 2. Remote IT Support with Augmented Reality (AR) The growing prevalence of remote work and global business operations has increased the demand for remote IT support solutions. Augmented Reality (AR) has become a valuable tool in this area, allowing IT support teams to deliver hands-on assistance without needing to be physically on-site. • AR -Enabled Remote Troubleshooting: Our IT professionals can use AR tools to guide users or field technicians through complex troubleshooting tasks. For example, by using an AR headset or mobile app, users can share their screen or physical environment with IT experts, who can then overlay step-by-step instructions in real time. • Enhanced User Collaboration: AR fosters collaboration by allowing multiple users or technicians to work together remotely. They can annotate and interact with the visual feed, offering a more effective and efficient way to solve hardware or software problems, especially when dealing with technical equipment. Initiative 3: AI -Powered IT Support Artificial intelligence is at the forefront of revolutionizing IT support services. By automating routine tasks and enabling faster issue resolution, AI minimizes the need for human intervention, boosting both efficiency and accuracy. Our team of experts is ready to assist with Al chatbot and virtual assistant development initiatives. • AI -powered chatbots and virtual assistants are capable of handling common IT queries such as password resets, software installations, or troubleshooting connectivity issues. These virtual agents can be available 24/7, providing users with immediate assistance and relieving human IT teams to focus on more complex problems. Initiative 4. IT Support Analytics and Reporting Data -driven decision-making is revolutionizing IT support by allowing teams to measure performance, identify bottlenecks, and optimize resources. Our team can help implement a reporting platform that leverages analytics and reporting tools, enabling IT teams to gain deeper insights into their operations. • Support Metrics and KPIs: We will provide visualizations on key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores. These metrics support our IT managers and the department to assess team performance and improve service delivery. • Trend Analysis for Continuous Improvement: Our team can assist with performing Trends Analysis that drives continuous improvement by tracking the types and frequencies of support requests over time, revealing patterns or recurring issues. Understanding these trends, IT teams can take proactive measures to address underlying problems, implement training for users, or introduce new support solutions. [The next page contains our Proposed Innovative Organizational Chart] N Q) 0 4- 0 0 QD N 0 Q 0 L- n n a -j L 0 ^Q�\ S..f_ Z5 cn Q) W N •0/ I..L 0 4 U F 3' m C O a X- a m a 0 E E n E 0 a aAssure IT ,- Proposal Costs Sheet & Rates Alongside our pricing for this RFP, we have included pricing for our Proposed Innovation Initiatives. Please note that the pricing for these initiatives may be adjusted based on our backup staffing plans, as outlined in our Organizational Chart. (Remainder of this page is left blank) c W I ro c Y W I � O W m 9 it C « d 1C U I O � X N —y IW O C L m d W a m 9 c a ° � p 3 ] 6 y � C � W d O I D A«I I� E 0 'dU a « Wa U ry 9 L c U G O O t L O N q C E C d C N m p O p N � C d y d � Y a N d p 2 L ➢D d NEa d -d L N W d Q � C d O N N m � u as O W L�� C rye � � 6 U n � N O�t t . . Attachment D Proposal from Acorn Technology Services Aurn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone951.784.3500 • f.951.320.7066 acorntechservices.com acorn TECHNOLOGY SERVICES Professional Services For Information Technology Services 1 OSE E ludo['. tini.ill luau 4nirrir.i City of Rosemead September 15, 2024 1-1 Page Awn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 a Riverside, CA 92507 phone951.784.350D • &x951.320.7066 acorntechservices.com 1. PROPOSAL SUMMARY Dear Sir/Madam, Acorn Technology Services is thrilled to present this proposal to the City Rosemead. Our proposition uniquely combines decades of experience in supporting local municipal governments, highly specialized security services, staff augmentation expertise, and Strategic IT planning. We are confident that our team can deftly and comprehensively satisfy the complete Scope of Work as outlined in your RFP. Acorn Technology has been doing business for over 22 years. We specialize in supporting local governments with customers spanning from the San Gabriel Valley through Washington State. Acorn has extensive experience supporting municipalities, public safety, special districts, and other local government agencies including police and fire departments. Our services are right in-line with the City's needs including Helpdesk, Server, Networking, Procurement, Security, Inventory Management, and IT Projects support. In addition to Acorn's completely insourced 24x7x36S Helpdesk, NOC, and SOC, Acorn provides dedicated onsite support to many of its government agency clients. In fad, Acorn currently provides similar services to over 16 public agencies. aty oe owan Mii We look forward to working with you! Sincerely, Craig Wolynez Chief Executive Officer -2-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951784.3500 • fax 951.320.7066 acomtechservtces.com Proposal Contacts Main Contact: Craig Wolynez, CEO, cwolynez@acorntechservices.com (951) 379-3552 1960 Chicago Avenue, Suite E9 Riverside, CA 92507 Other Contacts: Umar Irshad, COO, uirshad@acorntechservices.com (951)379-2601 1960 Chicago Avenue, Suite E9 Riverside, CA 92507 Ryan Wambolt, Director of Project Management, rwambolt@acorntechservices.com (951)379-3538 1960 Chicago Avenue, Suite E9 Riverside, CA 92507 Araceli Nava, Director of Account Management, anava@acorntechservices.com (951) 379-3533 1960 Chicago Avenue, Suite E9 Riverside, CA 92507 -3-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951 784.3500 6 fax 951.320.7066 acorntechservices.com 2. PROFILE OF THE PROPOSING FIRM Acorn is comprised of approximately 85 employees with the majority of these employees residing in the Riverside, CA area. The organization has been in business since 2000 and is stable and profitable. Our annual revenue for 2023 was -$6.2M and is expected to be -6.7M in 2024 with profits margin at around 14%. We maintain healthy cash reserves and excellent credit, allowing for growth investment if necessary. In 2023 alone, Acorn gave $547,538 in performance-based salary increases to its employees. As a matter of company policy, we share 12% of the yearly profits with all its employees including on- site City staff. Acorn maintains 15-25% resource capacity at all times. We utilize "Insightful" that measures the utilization and capacity of our teams. This data is reviewed weekly and is a key tool in our planning and budgeting initiatives. Additionally: The monitoring tool takes screen shots every 30 seconds to ensure safety of customer information and cyber threats. Capacity planning ensures the ability to take on new business and scale up for existing customers. We conduct weekly, monthly, quarterly and annual budget meetings with our customers to keep a constant check on customer growth and how Acorn needs to proactively align from a resource and technology perspective to help support our customer's growth. Below is a recent rating for Insightful: .,I. Insightful The #1 Workforce Analytics & Productivity Software nagmr„n ,. make you, mmmo.e pa.", .: exk. Ly,. ,. a[uIIomer wppoawnivo wor..�. -ra .einy a.kea no.a. `a v v v v o v v v v v "" Leader -- eannner xd. Iran. aa�e a.w Lose us t e cnk,n ® ® ® ® are 2023 Our organization has not been involved in any lawsuits or litigation having to with public projects in the last five years. -4-1 Page 1960 Chicago Ave Ste E9 • Riverside, CA 92507 acurn phone 951]84.3500 • fax 951.320]066 TECHNOLOGY acorntechservices.com SERVICES 3. QUALIFICATIONS OF THE FIRM Below, find similar engagements with both public and private entities: Public Agencies City of Rancho Palos Verdes Lukasz Buchwald — IT Manager 30940 Hawthorne Boulevard, Rancho Palos Verdes, CA 90275 310-544-53111 lbuchwaid@rpvca.gov Summary: Acorn successfully onboarded the City of Palos Verdes in 18 days! This was testament to the fact that Acorn will move mountains to fulfill customer requirements and achieve complete customer satisfaction. For reference, this City has approximately 140 workstations and 40 servers. Projects: Onboarding o Percentage of work: Acorn 100% o Timeline: 18 days. o Budgeted Cost: $0 (included in Managed Services) o Actual Cost: $0 Acorn delivers Enterprise IT Services to the City including: • IT governance and budgeting • 24x7x365 Help Desk o Desktop support o Application support 0 0365 support • 24x7x365 NOC • 24x7x365 SOC • Cybersecurity and Audit Services • Backup and Disaster recovery services 2023 -PRESENT • 24x7x365 Engineering Services o System Engineering Services o Network Engineering Services • Full Time Employee placement • Asset management • Documentation management -S-Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • faa 951.320.7066 acorntechserv'ices.com City of Covina Dr. Shawn Granger— IT Manager 125 E. College Street, Covina, CA 91723 626-384-5433 ) sgranger@covinaca.gov Summary: Acorn has been supporting the City of Covina since 2017. Acorn has helped the City of Covina over the years with transforming the City's IT infrastructure and application fabric. Acorn provides the City of Covina with end-to-end IT services to keep the city safe from ever evolving cyber threats. Projects: • Server Upgrades (Upgrading 40 Servers to supported Operating systems across City, including City Hall and Police Department.) o Percentage of work: Acorn 100% o Timeline: 4 months. • 0365 Migration (Migration of Exchange environment including 333 mailboxes.) o Percentage of work: Acorn 1000A o Timeline: 3 months. 2017 -PRESENT Acorn delivers Enterprise IT Services to the City including: • IT governance and budgeting • 24x7x365 Engineering Services • 24x7x365 Help Desk o System Engineering Services o Desktop support o Network Engineering Services o Application support • Full Time Employee Placement o Exchange support • Asset management • 24x7x365 NOC • Documentation management • 24x7x365 SOC • Cybersecurity and Audit Services • Backup and Disaster recovery services -6-Page 1960 Chicago Ave Ste E9 & Riverside. CA92507 acurn phone951.7843500 • fu951.320.7066 TECHNOLOGY acorntechservices.com CERVICES City of Industry Kathy Tai — Development Services Manager 15625 Mayor Dave Way, City of Industry, CA 91744 612-333-2211 Ext.232 ktai@cityofindustry.org Summary: Acorn has been supporting City of Industry for 3 years. Acorn has helped the city with multiple projects over the last 3 years which include Laserfiche and ArcGIS integration, Veeam disaster recover setup, KnowB4 rollout and monthly trainings, and implementation of MFA for 0365. 2021 -PRESENT Acorn has delivered Enterprise IT Services to the City including: • 24x7x365 Help Desk • 24x7x365 NOC • 24x7x365 SOC • Cybersecurity and Audit Services • Backup and Disaster recovery services • 24x7x365 Engineering Services o System Engineering Services o Network Engineering Services • Full Time Employee Placement 7-1 Pale alorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784 3500 • fax 951.320.7066 acomtechservices.com City of South Pasadena Luis Frausto — Director of Management Services 1414 Mission Street, South Pasadena, CA 91030 626-403-7234 ) Ifrousto@southposadenaca.gov Summary: Acorn has been supporting the City of South Pasadena for over a decade. Acorn has transformed the City's IT infrastructure by introducing cloud services to the city. Projects: • Microsoft 0365 Migration (Setup the City's tenant with GCC pricing under the Riverside Contract. Migrated (303) City mailboxes, configured Microsoft Defender Plan (1) and enabled Multi -Factor Authentication (MFA) city- wide.) o Percentage of work: Acorn 100% o Timeline: 3 months o Budgeted Cost: $16,000 o Actual Cost: $16,000 o Note: On budget, on time. Server & Network refresh (Deployment of 3 new VMWare host servers, 1 SAN, migration of 23 VMs from old hosts to new hosts, 2 firewalls, 28 switches, cable cleanup, patch paneling, 12 1112 UPS, NAS, rack cleanup, 1 new rack deployment.) o Percentage of work: Acorn 100% o Timeline: 3 months. o Budgeted Cost: $38,750 o Actual Cost: $31,250 Acorn delivers Enterprise IT Services to the City including: • IT governance and budgeting • 24x7x365 Help Desk o Desktop support o Application support o Exchange support • 24x7x365 NOC • 24x7x365 SOC • Cybersecurity and Audit Services 2014 -PRESENT • 24x7x365 Engineering Services o System Engineering Services a o Network Engineering Services • Full Time Employee Placement • Asset management • Documentation management • Backup and Disaster recovery services g 8-1 Page a lurn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951,7B4,3500 • fax 951.320.7066 acarntechservlces.com Private Companies Avalon Transportation 2011 -PRESENT Jeff Brush —CEO 310-245-6480 1 teff@avolontrans.com Summary: Avalon operates in 650 domestic and international cities. Acorn has been supporting Avalon Transportation for over a decade. Acorn has transformed Avalon's infrastructure by migrating Avalon from an on -premises data center to Azure, 0365 migration, cloud based VolP, network refresh and connectivity between all the 8 locations within USA. Projects: • Azure migration O Percentage of work: Acorn 100% O Cost: $43,500. (32 servers migrated to Azure from on - premises data center) o Timeline: 3 months. 0 Note: On budget, on time. • 0365 migration 0 Percentage of work: Acorn 100% 0 Cost: $15,000. (approximately 200 mailboxes migrated) 0 Timeline: 1.5 months. 0 Note: On budget, on time. • Network refresh 0 Percentage of work: Acorn 100% 0 Cost: $32,500. (8 locations — migrated from SonicWALL firewalls and CISCO switches to Meraki firewalls and Meraki switches. This price does not include hardware and licenses cost.) 0 Timeline: 3 months. o Note: On budget, on time. Acorn delivers Enterprise IT Services including: • IT governance and budgeting • 24x7x365 Help Desk o Desktop support o Application support o Exchange support • 24x7x365 NOC • 24x7x365 Engineering Services o System Engineering Services o Network Engineering Services • Full Time Employee Placement • Asset management • Documentation management -9-1Pake 1960 Chicago Ave Ste E9 • Riverside, CA 92507 acurn Phone 951 7843500 • fan 951.320.7066 TECHNOLOGY acorntechservices.com SERVICES • 24x7x365 SOC • Cybersecurity and Audit Services • Backup and Disaster recovery services SmartStop Bryan Bowers — Director of IT. 949-939-5810 ) bbowers@smartstop.com Summary: Acorn has been supporting SmartStop for over a decade. Acorn manages around 200+ remote sites for SmartStop on a day-to-day basis. Acorn has completed multiple projects for SmartStop over the years. • Microsoft 0365 Migration (Set up the Microsoft tenant with Migrated (554) User mailboxes, and enabled Multi -Factor Authentication (MFA)) o Percentage of work: Acorn 100% o Timeline: 3 months o Cost: $21,800 o Note: On budget, on time. • Disaster Recovery (Acorn implemented o full disaster recovery data center in Las Vegas, to provide a site - to -site replica of all systems and services). o Percentage of work: Acorn 100% o Timeline: 5 months. o Cost: $144,320 o Note: On budget, on time. Acorn delivers Enterprise IT Services including: • IT governance and budgeting • 24x7x365 Help Desk o Desktop support o Application support o Exchange support • 24x7x365 NOC • 24x7x365 SOC • Cybersecurity and Audit Services • Backup and Disaster recovery services 2011 -PRESENT .lo SmartStop Self Storage, • 24x7x365 Engineering Services o System Engineering Services o Network Engineering Services • Full Time Employee Placement • Asset management • Documentation management -10-1PaE e an TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951784.3500 • fax 951 3203066 acorntechserv<es.com 4. WORK PLAN Strategy Acorn's approach to our partnerships is highly strategic. All of our engagements begin with an IT and Security Assessment that is included in onboarding. We approach engagements as follows: Our assessments include a 5 -year budget which we update annually for out clients. (Redacted sample available upon request.) -11-1 Page AV. 1960 Chicago Ave Ste E9 • Riverside, CA 92507 acorn phone 951.784,350D • fax 951.320.7066 TECHNOLOGY acorntechservices.com SERVICES Helpdesk & desktop support The Acorn helpdesk team is a 24x7x365 team which provides desktop support to its customers on an always -on model. Some of the core helpdesk/desktop support services provided by Acorn are mentioned below. a. Helpdesk support is available as part of this proposal. b. We have a toll-free Help Desk telephone number where users can call for assistance. Users can also send email requests for assistance at helpdesk@acorntechservices.com c. For day-to-day IT issues, users will engage the helpdesk who will then triage the issue and help resolve. If the helpdesk is unable to resolve the issue then our helpdesk managers will prioritize and escalate the issue to senior engineering teams for assistance. Document issues and information. Printer management on works[abtins and print server. J&ticket 7elatedissue�ll RMA support. Trouhleshoot and resolve issues on company workstations. 24x7x366 support via telephone and email. Escalate issues to vendors if needed. line of Business jprinter2nner. (,08, Application support and escalation to !035 and vendors if rosoft cationspport. 1960 Chicago Ave Ste E9 • Riverside, CA 92507 Aurn Phone 951 784 3500 • fa: 951.320]066 TECHNOLOGY acorntechservices.<om SERVICES Service level agreement Acorn Technology Services has the most aggressive SLAB in the MSP industry. Acorn ranks in the top 10% of the MSPS in the United States with regards to response SLAB and resolution SLAB. Priority 1 (Critical) Priority 2 (High) • - Major outage impacting all users. •- Significantrevenue loss, legal implication, • virus attack or reputational impact Priority 3 (Normal) - Outage Outage impacting most of the users but not all of the • users. - Business critical application down but not W impacting all users Single user impact Business application ; e.g., ERP, Office, Email, Internet outage etc. -13-1 Page •• 00 Priority 1 (Critical) Priority 2 (High) • - Major outage impacting all users. •- Significantrevenue loss, legal implication, • virus attack or reputational impact Priority 3 (Normal) - Outage Outage impacting most of the users but not all of the • users. - Business critical application down but not W impacting all users Single user impact Business application ; e.g., ERP, Office, Email, Internet outage etc. -13-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 1 fav 951.320.7066 acorntechservices.com Service level agreement: 2023 performance On average 92% of the issues (15,499 phone calls) escalated by customers to Acorn's Helpdesk were resolved in under 14.7 minutes on average in year 2023. The remaining 8% of the issues were primarily related to procurement requests and new user onboarding requests which do take more than 15 minutes to resolve. Cell Time Always ON support Average call handling time: 14.73 minutes. Average call waiting time: Less cethan 30 seconds. r Acorn maintains a 24x7x36S Helpdesk, Network Operations Center (NOC), Security Operations Center (SOC), and a 24x7x36S Systems Engineering team. A large swath of our personnel are GIS certified engineers ensuring a high level of security and peace of mind. -14-1 Page Server Monitoring & Infrastructure Management •24x7x365 Monitoring, Administration and Remediation of Server issues via telephone, email, and onsite as needed. Break Rx for issues related to Infrastructure. -Major incident investigation and resolution. -Sewer monthly patching -Server backup & DR management -Azure and 0365 support -Anti-virus management -Certificate management Change management. -Schedule -Change step -Roll back steps -Testing -Customer Approval -Acorn Engineering Approval -Documentation ServerTroubleshooting -Troubleshooting/Remediation of server Operating System performance issues -Troubleshooting hardware performance related issues -Troubleshooting IIS and SOL related issues -Coordinating core application related issues with 3rd party providers Active Directory Management -Secure DNS Management -Group Policy Management -Password Policy Management -Active Directory OU management -Active Directory replication to Disaster Recovery site -Active Directory identification and authentication -Active Directory Remote Desktop Services *Active Directory Certificate Services *LDAP management alurn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • fax 951.320.7066 acorntechservices.com Network administration Details about our core Network monitoring and support services provided by Acorn Technology Services are listed below. Monitoring and management •24x7x 365 Network device Monitoring. (Acorn uses Datto and Auvik for monitoring and response on a 24x7x365 basis) •After-hours response to critical outages and incidents *ISP Management and Support • Firmware updates • DHCP support and maintenance Network device management -Switches & routing maintenance • WAPs maintenance •VLAN Management •Redundanry& Failover -Access Control Network troubleshooting -Troubleshooting/Remediation of network related issues -Troubleshooting network performance related issues -Hardware issues and RMA -Performance Optimization -16-1 Page a lurn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • fax 951.320.7066 acorntechservices.com Cybersecurity services Our core cybersecurity services provided by Acorn Technology Services are below. Once yearly vulnerability & penetration scan Incident management for cybersecurity alerts 24x7x 365 monitoring and response Firewall security alert monitoring and response Anti-virus management Intrusion detection and prevention management -17-1 Page Awn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • f.951.320.7066 acomtechse,vices.com Project management services Acorn has a highly efficient Project Management Department (PMO) that does not cross-over into day- to-day service delivery. This is a differentiator to many MSPS who use the same Engineers to deliver projects and respond to incidents. Having dedicated engineers in System Engineering and in Project Management ensures excellent services as both teams stay highly focused. We currently have 4 project managers and 17 dedicated project engineers. Customers do not pay extra for project management services; project management is part of services provided by Acorn Technology Services. The PMO oversees all facets of project planning and implantation including: 1. Research and analysis of requirements and scope. 2. Identify appropriate vendors based upon requirements and scope. 3. Assist customers with the RFP process. 4. Provide guidance for solution or vendor selection/recommendations based upon requirements. 5. Lead contract negotiations with technology vendors as needed. 6. Provide live project update dashboards for oversight and implementation. 7. Provide consulting for technology projects on an as needed basis. 8. Provide project management for Acorn projects or non -Acorn projects on an as needed basis. 9. Project communication cadence is generally dictated by the volume of projects and can be as frequent as weekly. Additionally, projects and task updates are available to all of our customers in real time. Customers can add notes and request further information from within Smartsheet's project management tool. -18-1 Page p ,ak,.. o b ®u..... TF.. _ w. .o• BtY94 t. _ EB4 8a .a96% i 5•R. aw2 mya � go M Q011WINIIOIIi ,tp a.. aTr m.nnsmixn�f4+ .- !a:. ®.cam Wmeb Lw vv_y LR e re.,. .caw ou�m u,.ex 0.^<r.+ Caiwee 8 :seas �r. � tam®<wm prwy e�»w.k,.n•..w as C IS Wroa' GMtlyWb o ruCmewwd -18-1 Page acurrn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • fax 951.320.7066 acorntechservices.com Reporting services Acorn provides real time service delivery reports to our customers. Customers can view their tickets, updates and SLAB in real time using a customized dashboard. 9 9 oo.�raw q,m T. s n-- 12 42 Customers can also view their inventory levels using our ScalePad inventory management tool: IWwnWgW 4N. MW, M4 1mnT�e..a ■ m.... v. rr. sn+ r,.. as .,a neva cm.., C -19-1 Page ., ca�..� .... ...... ...s.,.,. »,. �,. . -19-1 Page acorn TECHNOLOGY SERVICES S. STAFFING 1960 Chicago Ave Ste E9 a Riverside. CA 92507 phone 951 784.3500 • fax 951.320.7066 acorntechservicea.com We propose employing the following model of support for the City which has been successful for us and our City partners: ao Umar Inhad ' Acmunt Mempr Ar 11 Nava WOrbavanaltr .Wratten Pre .nt Dir Project Management tMWnRyan Mr. of SaMU Opanaon.kt, Wam[gl! Sara lauritx:n Hoed I ProjeR Team 1 Helpdesk *00 000 /., /,i WOrbavanaltr .Wratten Pre .nt David WKJIs Rachel Hemmd 1 NOC/50C Procurement Team *00 000 lei 1,, CIO will provide strategic guidance and will oversee budgeting/strategic planning Account Manager will conduct bi-weekly meetings and be responsible for communications around Service Delivery, Project, Billing, Inventory and most other matters. Director of Project Management will oversee projects utilizing his project team of 20 Director of Service Operations oversees the Helpdesk, including Systems Engineers. V.P. Cybersecurity oversees the City's Cybersecurity posture and ensures the 24x7x365 SOC (Security Operations Center), and NOC (Network Operations Center) are monitoring and protecting the City Director of Procurement maximizes the City's dollars by leveraging relationships with distributors that are Public Agency friendly, products that are Public Agency specific, and existing contracts that can save the City money. Onsite Technician is a position that will be hired if/when we are awarded the contract. Skill set to include: o Operating Systems: Windows, Mac, Linux, IDS & Android o PC Building & Maintenance (upgrading performance, memory, speed, and graphics) Hardware & software troubleshooting; Active Directory; Printer troubleshooting o Customer Service Skills: Customer support, problem resolution, communication, complaint handling o Leadership and Teamwork: Leadership roles, team training, process improvement, strategic planning o Firewall, switch and WAP management o Server management o Vendor management -20-1 Page Awn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.7843500 • f. 951.320.7066 acorntechservices.com CURRENT POSITION CEO /CIO k OVERVIEW AND PROFESSIONAL EXPERIENCE Craig Wolynez has been a technology entrepreneur since 1998 founding/acquiring multiple companies with disciplines in web development and IT Managed services. He has worked with business leaders across a wide array of companies like Ford Motor Company, Jerry Bruckheimer Films, Motorola, The *` United Way, Harpo Studios, and Habitat for Humanity. Craig has held a myriad of positions over his career such as President of Mergers & Acquisitions, CIO, and now currently, CEO of Acorn Technology Services. Craig has spent the past two decades helping organizations achieve meaningful EDUCATION and strategic change by leveraging technology to achieve their visions. He is a • Bachelor of Arts, people person who puts a high value on personal relationships, a key ingredient Economics to his success with customers. Currently, Craig works with the leaders at Acorn State University of New Technology Services to offer high value products and premium services in York at Albany Managed IT and Security Services. Umar Irshad -21-1 Page CURRENT POSITION COO / CIO OVERVIEW AND PROFESSIONAL EXPERIENCE Umar has over 20 years of experience in end-to-end IT management and governance. His most recent accomplishment was rebuilding a Pacific Northwestern MSP into a regional leader by building from the ground up; process, procedures, products, and staff utilizing the COBIT architecture. He has led global operations teams for Microsoft.com, Microsoft Anti-Malware, and Windows Update. At Microsoft, his team managed 24 data centers worldwide. His experience includes building robust IT management teams and processes based on ITIL standards and cybersecurity systems based on IS027002 EDUCATION and (ISC)2. Umar believes that by following a few basic principles and standards IT can be simplified all the while empowering your employees and protecting • MASTERS IN COMPUTING your organization from Cybersecurity threats. University of Bradford • MASTERS IN Umar has spent several years designing and implementing streamlined security COMPUTER SCIENCE platforms that meet client needs and budgets. He has been on the front lines Muhammad Ali Jinnah working with IT-ISAC, Department of Homeland Security, Federal Bureau of University Investigation, and some of the largest technology companies in the world. Umar • BACHELOR OF is passionate about Cybersecurity, aligning IT teams, structure, and process with COMPUTER SCIENCE business vision and expectations. AI-khair University CONTACT uirshad@awrntechservices.com 951-397-2601 -21-1 Page acorn TECHNOLOGY SERVICES Ryan Wambolt 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • fax 951 320.7066 acorntechservices.com Araceli Nava EDUCATION • Business Administration Certification, IEC Colleges, 2002 CURRENT POSITION Director of Account Management OVERVIEW AND PROFESSIONAL EXPERIENCE Araceli Nava has been with Acorn for 5 years. She manages the Account management department at Acorn and has a team of account managers who report to her. Araceli deftly manages Tier 1 customers at Acorn including multiple cities like Costa Mesa Sanitary District, City of Monrovia, City of Industry, and the City of South Pasadena. She is well versed at creating and maintaining budgets, she is meticulous, and is a ferocious advocate for her customers. Araceli directs the Account Managers and overall customer account management strategy, ensuring that customers feel valued and have the best experience possible by delivering high-quality, quick, accurate, personable, and consultative solutions and support. Drives strong alignment across the organization to onboard new customers, retain existing customers, support, and grow customers. Araceli is adept at setting goals, developing plans, processes, establishing CONTACT priorities, and managing in an ever-changing customer needs and IT anava@acorntechseMms.com 951-379=3533 environments. -22-1 Page CURRENT POSITION Director of Project Management OVERVIEW AND PROFESSIONAL EXPERIENCE r.1 Ryan has been in the Acorn Technology Project Management department for the '+ last 10 years. He started as a Project Manager and over the years got promoted to Director of Project Management considering excellent performance and customer satisfaction. Over the years Ryan has delivered multiple Server, Network, Software, and 0365 migrations for Acorn's customers. Ryan is an innovative and collaborative individual whose leadership and technical background empower his department to succeed. Experienced orchestrator of enterprise -class product deployment. Leading cross -functional project teams. Proven record of strengthening customer and employee confidence through EDUCATION authentic working relationships. Strong knowledge of software deployment strategies and project management principles. • ASSOCIATES OF PROJECT MANAGEMENT As a leader in the PMO department, Ryan manages various client initiatives and balances projects through all lifecycle stages to ensure projects are delivered on University of Riverside, time and on budget. Ryan is always pursuing new ways to continue improving his CA department's productivity. CONTACT rwambolt@acorntechservicse. com 951-379-3538 Araceli Nava EDUCATION • Business Administration Certification, IEC Colleges, 2002 CURRENT POSITION Director of Account Management OVERVIEW AND PROFESSIONAL EXPERIENCE Araceli Nava has been with Acorn for 5 years. She manages the Account management department at Acorn and has a team of account managers who report to her. Araceli deftly manages Tier 1 customers at Acorn including multiple cities like Costa Mesa Sanitary District, City of Monrovia, City of Industry, and the City of South Pasadena. She is well versed at creating and maintaining budgets, she is meticulous, and is a ferocious advocate for her customers. Araceli directs the Account Managers and overall customer account management strategy, ensuring that customers feel valued and have the best experience possible by delivering high-quality, quick, accurate, personable, and consultative solutions and support. Drives strong alignment across the organization to onboard new customers, retain existing customers, support, and grow customers. Araceli is adept at setting goals, developing plans, processes, establishing CONTACT priorities, and managing in an ever-changing customer needs and IT anava@acorntechseMms.com 951-379=3533 environments. -22-1 Page acorn TECHNOLOGY SERVICES David McKissic 1960 Chicago Ave Ste E9 • Riverside. CA 92507 phone 951 ]84.3500 • faz 951.320.7066 acorntechse,vices.com EDUCATION • BACHELOR OF ARTS, COMPUTER INFORMATION SYSTEMS New England Institute of Technology Andrew Block CURRENT POSITION Vice President, Technical Operations & Cybersecurity OVERVIEW AND PROFESSIONAL EXPERIENCE David has been working in cybersecurity and IT operations for almost 20 years. At Acorn he leads the helpdesk operations and cybersecurity departments. He has assisted in integrating new technologies and bringing in security options for customers. Part of his responsibilities also included leading and performing vulnerability assessments and audits for various projects and customers. Many were for municipal governments that are current customers today. David's passion is in leading transformative cybersecurity change, mitigating risk, advancing cutting edge solutions and services, creating efficiencies, driving down costs, and collaborating to solve enterprise & industry -wide challenges. David encourages his teams to take a balanced approach between risk and capability to deliver pragmatic controls to enable and protect the brand. David takes great pride as a technology innovator who understands technology, cyber and privacy trends, and market forces. As a strong communicator, David is often called to define, articulate, and execute cybersecurity and IT operations strategy & plans; communicate metrics with the C-suite/regulators. David's strengths are relationship building, collaboration, and strong background in technology. EDUCATION • Associate of Applied Science - Network Administration South Seattle College CURRENT POSITION OVERVIEW AND PROFESSIONAL EXPERI over 20 years group engineering teams. At Acorn Chris leads the 24x7x365 systems and network engineering teams, Cybersecurity team, NOC and SOC teams. Chris ensures critical infrastructure issues and incidents are handled effectively and efficiently. Chris helps his teams with infrastructure architecture, discovery, and risk management. Chris guides Acorn customers in doing things the right way to reduce overall cost and risk. Chris has expert level knowledge in on -premises data center management, Azure Cloud management, network management and overall infrastructure architecture. Chris, over the years has helped our City clients and our public sector clients with Azure cloud migrations, Exchange server migrations to 0365, disaster recovery architecture and implementation, data center hardware refresh, cybersecurity projects including implementation of DLP and '.. NDLP, and full network hardware replacement. Chris takes great pride in working hand in hand with customers to architect solutions which meet the need and exceed the requirements of the business while giving end users the best possible experience. This includes necessary redundancies to maximize uptime and access to critical business functions.. -23-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • fax 951.320.7066 acerntechservices.com EDUCATION • BACHELOR OF INFORMATION TECHNOLOGY Full Sail University CURRENT POSITION Director of Service Operations OVERVIEW AND PROFESSIONAL EXPERIENCE Sara is a highly skilled and experienced technical professional with a passion for solving complex IT and procedural problems. With over 11 years of experience in the field, she possesses a deep understanding of a wide range of technologies and has a proven track record of success in delivering high -impact solutions. She has been with Acorn since May 2019. Recently she has been working on transforming the Technical Operations Department to achieve peak efficiency and exceptional customer satisfaction. Sara's expertise lies in motivating and leading others. She has a knack for quickly grasping new concepts and applying them effectively to provide customer satisfaction. She is a creative problem solver and is always looking for new and innovative ways to improve efficiency and productivity. She is also an excellent communicator and collaborator. She can clearly explain complex technical concepts to both technical and non-technical audiences. • ASSOCIATES OF Sara's unwavering dedication to exceptional services drives her to consistently INFORMATION surpass customer expectations. She fiercely protects her team's reputation for TECHNOLOGY excellence, a testament to her leadership and expertise. She is passionate about technology and is always looking for new ways to use it to make a positive Mt. San Jacinto College impact on Acorn's customers. -24-1 Page alurn TECHNOLOGY SERVICES 6. PROPOSED 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • fez 951.320.7066 acomtechservices.com INNOVATIONS Acorn has implemented the following innovations for the other City partners. These are the same innovations that we could implement for City of Rosemead. The innovations listed on the previous page also help all our customers with robust governance structure. Innovation How it helped Inventory management. Accurate asset management strategies ensure that the City best utilizes their expenditures to prevent unnecessary redundancy, as well as allow the City to track the depreciation of assets. The tools and strategies for managing assets are invaluable to maintaining a healthy lifecycle of hardware replacements to increase general productivity of staff, decrease downtime caused by unexpected outages due to equipment failure, and allowing expenses to be budgeted, rather than emergencies. As part of onboarding and transition, IT inventory will be verified and documented using ScalePad, DattoRMM and Auvik systems. This will help ensure that the inventory is kept updated in real time. - Received device management. o Change order. o Vendor name. o Serial number. o Vendor order number. o Received date. o Current quantity. o Received by. o Asset type. - Recycle and decommission device management. o Asset name. o Serial number. o Reason for recycling. o Most recent user. o Purchase date. o Recycling date. o Asset type. o AutoTask ticket number. - Overall inventory management. o Make. o Model. o Serial number. o Assigned to. o Assigned department. o Asset name. o Purchase date. -25-1 Page acorn TECHNOLOGY CCD\/1rMC 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951/143500 • f. 951.320.7066 acorntechservices.com -26- 1 P a g e o Purchase cost. o Replacement schedule. o Notes. Critical policies and procedures. Acorn assisted with implementation of the following SOPS. These SOPS ensure that all users, internal IT team and Acorn IT team understand the importance of following standard processes and procedures to keep the City from harm's way. Though these policies are developed by the Acorn IT team at no cost to the customer, it is imperative that the City assists with the approval and implementation of these policies for their users. - Password policy. - Incident response policy. - Backup and DR policy. - Network security policy. - Acceptable use policy. - Data retention policy. - Remote access policy. - VPN policy. - Guest access policy. - Mobile device policy. - Network access and authentication policy. Auvik advanced network Implementation of Auvik will help the City identify monitoring. infrastructure related issues and incidents quickly which is included as part of Acorn services. Auvik also backs up switch and firewall configurations which helps during switch or firewall related outages. Using Auvik Acorn will automate network discovery and will be able to analyze the network traffic and performance at the City. 0365 security recommendations Acorn will help implement 25 different 0365 security related and implementation. recommendations by Microsoft which are included in the Acorn services as part of this contract. These recommendations are divided into 3 categories based on impact, these 3 categories are Critical, High, and Low. Centralized documentation As part of onboarding Acorn will build a documentation management. platform forthe City in IT Glue which will include the following. This documentation will be kept updated at all times by different departments including Helpdesk, Systems Engineering, Project Engineering and Account Management. - All password information. - Contact information. - Documents for Helpdesk and Engineering teams. - Domain information. - SSL certificate information. -26- 1 P a g e acorn TECHNOLOGY CC-0vir Cc 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phoae951.784.3500 • fax%1.3217066 acornte<hservices.com -27-1 Page - All configuration items e.g., server, workstation, printer, network devices, network UPS, and cellphone details. - Site summary. - Active directory details. - Anti-virus. - Applications. - Change request forms. - Email system information. - File share information. - Internet WAN details. - LAN details. - Other as per customer requirements. Centralized project management. All projects for the City will be tracked using the Smartsheet project tracking tool. The City will have access to the Smartsheet portal where the City will be able to view all ongoing projects and their updates in a live view. Project Managers update the projects daily. This will help ensure the following for the City. - No scope creeps. - No impact on the budgeted cost. - No impact to the project timeline/schedule. Automated onboarding and user Acorn utilizes AutoTask for automating user onboarding and offboarding offboarding using workflows, speed codes, checklists and QoS checklist to ensure that nothing is missed. Surat Checldlat X emo,..rvo+cna.+ " Checklist Preview pePEmui !n •I Npa Ema'.mE cxu n u[nzge M my Rapt uuMM 5 MO�Rnbe6!'=//MLRS! o CnYo.t+aetnip naoa iepeva!sl 9. fatlgvewr IO. 4M aep,n.of --YWne6�up,l.ae '� nsmaww.!�pw=w *.awMa sss nmumu0 !9 qe@9weni.pe!'nrq v[wRMM!NMnM'Js The above automated checklist can also be updated according to each customer's requirements. -27-1 Page 1960 Chicago Ave Ste E9 • Riverside, CA 92507 acorn ph.. 951.784.350D • f. 951.3207066 TECHNOLOGY acorntechservices.com SERVICES 7. PROPOSAL COSTS SHEET AND RATES Managed Services Monthly Pricing Pricing below includes: - Full -Time Dedicated Onsite Employee - Unlimited Support For the devices below - Unlimited Onsite Support as needed - Unlimited After -Hours Support as needed - Pricing to include all Staffing covered in Section 5 - Pricing does not include projects, eg. Cloud Migrations, Network Refresh, etc.Security. o Project Rate: $165/Hour Quantity Price Total Desktops/Laptops 101 $55 $5,555 MDCs 0 $35 $0 Tablets 66 $15 $990 Servers: Physical 12 $200 $2,400 Servers: Virtual $200 $0 SAN/NAS $200 $0 Firewalls 4 $100 $400 Switches 10 $50 $500 WAP (Wireless Access Points) 10 $25 $250 0365 Support Yes $300 $300 Full Time Employee 1 $6,000 $6,000 Subtotal $16,395 Competitive Discount -$4,400.00 Total $11,995.00 -28-1 Page Attachment E Proposal from Encode, Inc N C 0 D E Encode Response To City Of Rosemead Professional Services For Information Technology Services In Response to the RFQ No: 2024-28 September 25th, 2024 By 10:30 a.m. Submitted by: ENCODE Encode, Inc. 4400 US Hwy 9 Suite 1000 Freehold NJ 07728 Website: www.encodeinc.com Point of Contact: Anmol Kapoor (Director) Phone: (703)-637-7000 E-mail: anmol.kapoor@encodeinc.com CAGE Code: 1WYM0 DUNS: 090744319 TIN: 22-3522254 Business Size: Large Business (Minority Owned Business Enterprise) All rights reserved @ 2024 Encode Inc. Y E N C 0:) E TABLE OF CONTENTS 1 N 3 ProposalSummary .................................................................................................. 1 1.1 Cover Letter.................................................................................................................1 1.2 Consultant Information.................................................................................................2 1.3 Principle Contact Person.............................................................................................2 Profileof the Proposing Firm................................................................................... 3 2.1 Firm Overview..............................................................................................................3 2.2 Organizational Structure..............................................................................................5 2.3 Firm's financial stability, capacity, and resources....................................................... 5 2.4 Subcontracting Plan.....................................................................................................8 Qualifications of the Firm......................................................................................... 8 3.1 Brief Description of the Firm's......................................................................................8 5.1 Project Experience.....................................................................................................11 5.1.1 Project Experience 1# Qualcomm............................................................................ 11 5.1.2 Project Experience2# BMS -Bristol Myers Squibb .................................................... 12 5.1.3 Project Experience 3# State Of MA.......................................................................... 12 5.2 Brief statement of the Firm's adherence to the schedule and budget for each project. 13 6 Work Plan.............................................................................................................. 14 7 Staffing..................................................................................................................15 7.1 Resume 1# CEO........................................................................................................ 22 7.2 Resume 2# Account Manager................................................................................... 24 7.3 Resume 3# Project Manager..................................................................................... 26 8 Proposed Innovations............................................................................................ 28 9 Proposal Costs Sheet and Rates........................................................................... 29 TABLE OF FIGURES Figure 1: Organizational Chart .................................... Figure 2: Encode's Recruiting Strategy ........................ ......................................................................... 5 ....................................................................... 18 Title: City Of Rosemead- Professional Services For Information Technology Services 1 I P a g e Y ,ft 1 Proposal Summary 1.1 Cover Letter Sep 251h, 2024 Attn: Amanda Moreno, Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Subject: Response to City Of Rosemead- Professional Services For Information Technology Services Dear Amanda Moreno, Encode Inc. is pleased to submit our proposal in response to the Response to City Of Rosemead- Professional Services For Information Technology Services. Encode specializes in Professional Services and Information Technology services for various clients. For over 23 years, we have partnered with federal, state, and local clients to deliver complex, IT services successfully. Encode clearly understands the requirements of the City and is 100% confident that we are well- positioned to meet the City's needs. We are submitting three qualified candidates for City to have different options for candidate selection. Our proposed candidates have all the necessary qualifications, skills, and experience required to perform the job duties and will be responsible for network administration, technical analysis, detailed planning, and/ Creating tables, indexes, stored procedures, designing SQL reports, and creating maintenance jobs, monitoring and enhancement, system diagnostics and patch management for configuration control. Understanding: The city is requesting Proposals from firms to provide Professional Services For Information Technology Services Engineering & IT Administration; IT Application Development; and IT Project Management roles. Summary of Approach: We understand that effective and knowledgeable personnel are critical to the success of this engagement. Our proposal is backed by a team of talented professionals who have several years of experience working on projects of similar size and scope to that of the City of Rosemead. To achieve the goals and business objectives of the City, we are addressing this response with our proven experience to effectively and efficiently serve your requirements mentioned in the RFP document. Our team brings deep experience in areas directly relevant to District needs, including: e 15+ years overseeing large-scale providing Professional Services For Information Technology Services. Title: City Of Rosemead- Professional Services For Information Technology Services t I P a g e E N C 03 E • In-depth expertise with major IT platforms and integration best practices for higher education. • Proven project leadership experience managing cross -functional college teams and external vendors. • Structured project management approach with a focus on risk mitigation and quality standards. Encode understands the importance of effective and timely delivery of a project having tight timelines and budgets. The best way to ensure that is to have well-defined processes and an experienced team that has proven abilities to Encode has clearly understood the requirements of this RFP and is confident that we are well positioned to meet the Services of the District. Encode provides clients with inherent and clear advantages that result in achieving project objectives with significant cost savings. Offers an unmatched cadre of qualified consultants. Our professionals have the right combination of experience in project management, quality assurance, communications management, and implementation. Respectfully, _4A_ Prashant Arni I CEO 1.2 Consultant Information Established in 1997, Encode is a Wholly -Owned Subsidiary Company of Lancesoft doing business as Encode is a privately owned Corpomtfon/Inc., principal place of business is 4400 US Hwy 9 Suite 1000, Freehold NJ 07728, VA. Consultant Name Encode, Inc Consultant Address 4400 US Hwy 9 Suite 1000, Freehold NJ 07728 Year Founded 1997 Size Large Business 1.3 Principle Contact Person Point of Contact Email Phone Anmol Kapoor ,:I[Ilol.kapoor@encodeinc.com (703)-637-7000 Title: City Of Rosemead. Professional services For Information Technology services 2 1 P a g e E N C 0 D E 2 Profile of the Proposing Firm 2.1 Firm Overview With more than 25 support offices throughout North America, we have developed partnerships with top companies across all industries and deep relationships with Professional Services For Information Technology Services around the globe. Encode has been providing Professional Services Information Technology Services for about 26 years of experience to a diverse base of clients across various domains and geographies. With 4,200+ staff across the globe and over $270 Million of annual revenue, Encode offers Professional Services and Information Technology Services to various clients across diverse industries such as Banking & Finance, Engineering, Infrastructure, Utility, Aerospace, Transportation, and many more. These domains encompass a diverse set of skills, locations, categories, and varying lengths of assignments. USA FOOTPRINT: Headquartered in Herndon, VA, we have a network of twenty-four (25) branch offices across the US in Irving (TX), Sugar Land (TX), San Diego (CA), Fremont (CA), Richmond (VA), Atlanta (GA), Chicago (IL), Clarkston (MI), Beaverton (OR), Salt Lake County (UT), Seattle (WA), Birmingham (AL), Denver (CO), Orlando (FL), Charlotte (NC), Columbia (SC), Cincinnati (OH), Indianapolis (IN), Lexington (KY), Bloomington (MN), New York (NY), Philadelphia (PA), and Boston (MA). LanceSoft currently services 50 states in the USA. In addition to this, LanceSoft can also quickly set up an additional office at any preferred location to manage the large volume of requirements for that location. GLOBAL FOOTPRINT: We also have an international footprint with four (4) country offices in Canada, five (5) in India, and one each in the UK, Mexico, Malaysia, Hongkong, Singapore, UAE, Ireland, Australia, Bangladesh, Philippines, Poland, France and Indonesia. CLIENTS: We currently service several large Fortune 500 clients Qualcomm, Zillow, Verifone, Georgia Department of Education, Maricopa Community College, University of Washington, University of Arizona, State Of Arizona, State Of North Carolina, State Of Michigan, State Of South Carolina, State Of Massachusetts, State Of Ohio, Grant Thornton Dell, Otis, McGraw Hill, Humana, Unisys, AT&T, Grant Thornton, Frontier Communications, Johnson & Johnson, Becton & Dickinson, Kimberly Clark, GE Healthcare, UTC, ACS/Xerox, Sprint, UPS, T -Mobile, AMDOCS, Caesars, GSK, Expedia, Ericsson, BMW USA, like Morgan Stanley, MUFG Union Bank, Fifth Third Bank, Ally Financial, All state Insurance, Liberty Mutual Insurance Group, John Deere, Cognizant Technology Solutions, Best Buy, Pfizer, 3M, Exelon, Target, UPS, CVS Health, Honeywell, Coca- Cola and many more. Our Information Technology (IT/Non-IT) Clients include Georgia Department of Education, Maricopa Community College, the University of Washington, University of Arizona, State Of Arizona, State Of North Carolina, the State Of Michigan, State Of South Carolina, State Of Massachusetts, State Of Ohio, National Grid, New York Financial Information Services Agency (FISH), Virginia Department Of County, Campus Management, Robosoft, ST Micro, Mphasis, 3i Title: City Of Rosemead- Professional services For Information Technology services 3 1 P a g e E N C 0 D E .x. Infotech, KGISL, Capgemini America Inc, Tech Mahindra Americas Inc, CDK Global, Cognizant Technology Solutions US Corporation, Conduent, EMD Millipore Corporation, Infosys America, Unisys Corporation, Zoox Labs Inc, KPIT Infosystems Inc, Object Technology Solutions Inc, Sun Technologies Inc, Celerity IT LLC, INTEL, Cool soft LLC, CGI Technologies and Solutions Inc, Computer Enterprises Inc, Michigan Software Labs, Ericsson, Honeywell International Inc, L & T Technology Services, IDC Technologies Inc, CSC, AT&T and many more. Our Public clients include Jackson County, Ramsey County, County of Hennepin, Gwinnett County, Harris County, Riverside County, Shelby County Schools, Georgia Department of Education, Maricopa Community College, University of Washington, University of Arizona, State Of Arizona, State Of North Carolina, State Of Michigan, State Of South Carolina, State Of Massachusetts, State Of Ohio, National Grid, New York Financial Information Services Agency (FISH), Virginia Department Of County, State of Arkansas, State of Arizona, State of Colorado, State of Connecticut, State of Florida, State of Georgia, State of Iowa, State of Massachusetts, State of Maine, State of Michigan, State of Minnesota, State of New Jersey, State of North Carolina, State of New York, State of Ohio, State of Oregon, State of Pennsylvania, State of South Carolina, State of Utah, State of Virginia, State of Washington, State of Delaware, State of Maryland, State of New Jersey, County of EI Paso, etc. Title: City Of Rosemead- Professional services For Information Technology services 4 1 P a g e ENCODE 2.2 Organizational Structure We provide detailed information about our proposed organizational structure and key personnel below: Figure 1: Organizational Chart 2.3 Firm's financial stability, capacity, and resources Encode is well-positioned for a long-term service relationship with the City, underpinned by our strong financial stability, capacity, and resources. We have a proven track record of sustained profitability and sound financial management, which ensures that we can meet both current and future project demands without financial risk. Encode maintains a diversified revenue stream across various projects, which allows us to maintain a stable cash flow and robust financial health. Our firm also invests in scalable technology and infrastructure, ensuring we can manage increasing workloads and long-term commitments. Additionally, our skilled workforce and resource management systems enable us to adapt quickly to evolving project requirements, ensuring that we can provide continuous, high- quality service to the City over the long term. With prudent financial oversight and dedicated resources, we are confident in our ability to fulfill the City's needs while ensuring the stability and reliability of our partnership for years to come. Title: City Of Rosemead- Professional services For Information Technology services 51 P a g e E N C 0 D E Encode Inc. exhibits a commendable level of financial stability. The gross profit for the year 2023 is $3,150,059.75, reflecting the amount remaining after deducting the cost of sales from total revenues. This indicates a healthy margin between revenue generation and the direct costs associated with delivering services or products. Our net income stands at $1,340,129.89, representing the amount left over after subtracting all expenses from the gross profit. Our positive net income indicates that our company is profitable, and we cover our operating costs, which is a key indicator of our financial health. Our financial statements reveal a diversified revenue stream, with contract staffing fees comprising the majority of revenues (99.75%). Diversification helps mitigate risks associated with relying too heavily on a single source of income. We manage our expenses efficiently, with a focus on controlling costs while investing in necessary resources and infrastructure. We incur various expenses such as employee benefits, internet recruiting, professional fees, and administrative expenses to support business operations and growth initiatives. Moreover, our company has demonstrated a commitment to prudent financial management through investments in technology, professional development, and compliance with regulatory requirements. This is evident from our expenses related to software subscriptions, technical support, professional fees, and education expenses. The positive gross profit, net income, diversified revenue stream, and disciplined expense management practices collectively demonstrate our financial stability and ability to navigate economic challenges effectively. Below is our financial statement for the year 2023. Title: City Of Rosemead- Professional Services For Information Technology Services 6 1 P a g e Current Month Year to Date Revenues Contract Staffing Fees $ 12,049, 782.80 99.75 $ 12,049,782.80 99.75 Placement Fees 118,400.00 0.98 118,400.00 0.98 Interest Income - Admin 9.20 0.00 9.20 0.00 Other Income -Admin 1,401.72 0.01 1,401.72 0.01 3rd party Management Fee (89,939.01) (0.74) (89,939.01) (0.74) Total Revenues 12,079,654.71 100.00 12,079,654.71 100.00 Cost of Sales Direct Labor Costs 8,929,594.96 73.92 8,929,594.96 73.92 Total Cost of Sales 8,929,594.96 73.92 8,929,594.96 73.92 Gross Profit 3,150,059.75 26.08 3,150,059.75 26.08 Expenses Title: City Of Rosemead- Professional Services For Information Technology Services 6 1 P a g e E N C 0 D E Default Purchase Expense 1,995.00 0.02 1,995.00 0.02 Bad Debt Expense 200.00 0.00 200.00 0.00 Bank Charges 10,357.89 0.09 10,357.89 0.09 Cash Over and Short 457.65 0.00 457.65 0.00 Dues and Subscriptions Exp -AD 17,519.65 0.15 17,519.65 0.15 Dues and Sub -Bullhorn 20,358.75 0.17 20,358.75 0.17 Dues and Sub -Google email 23,743.73 0.20 23,743.73 0.20 Dues and Sub -software 5,212.22 0.04 5,212.22 0.04 Stationary & Office Supplies Adm 2,164.37 0.02 2,164.37 0.02 Adverting & Promotion -Admin 202.59 0.00 202.59 0.00 Internet Recruiting/Recruiting 30,988.14 0.26 30,988.14 0.26 Internet Rec-Social Medial 53,565.18 0.44 53,565.18 0.44 Internet Service 594.37 0.00 594.37 0.00 Employee Benefit Programs Exp 163,318.01 1.35 163,318.01 1.35 Health Insurance (8,881.32) (0.07) (8,881.32) (0.07) Background Checks -Admin 7,242.11 0.06 7,242.11 0.06 Physical Employment Exam 99.00 0.00 99.00 0.00 Interview Expense -Admin 3,900.00 0.03 3,900.00 0.03 Gift Expense- Staff Aug 755.95 0.01 755.95 0.01 Legal Expense - General AD 3,607.50 0.03 3,607.50 0.03 Technical Support (In House) 45,315.00 0.38 45,315.00 0.38 Professional Fees -Other 133,800.00 1.11 133,800.00 1.11 Education Expense 1,630.00 0.01 1,630.00 0.01 Expense Reimbursement- Other (811.16) (0.01) (811.16) (0.01) AirTravel- Reimbursed 1,034.46 0.01 1,034.46 0.01 Auto & Mileage Non -Reimbursed 213.46 0.00 213.46 0.00 Meal & Entertain- Reimbursed 32.72 0.00 32.72 0.00 Meal & Entertain -Non -Reimbursed 1,750.54 0.01 1,750.54 0.01 Lodging -Reimbursed 1,483.06 0.01 1,483.06 0.01 Lodging -non -reimbursed 153.59 0.00 153.59 0.00 Relocation Expense 6,458.75 0.05 6,458.75 0.05 Postage Expense 2,312.57 0.02 2,312.57 0.02 Courier Expense 3,552.67 0.03 3,552.67 0.03 Rent or Lease Expense 4,309.92 0.04 4,309.92 0.04 Telephone Expense -Admin 5,679.50 0.05 5,679.50 0.05 Conference Call Expense- AD 32.21 0.00 32.21 0.00 Cell Phone Expense -Admin 3,187.29 0.03 3,187.29 0.03 Professional Admin Exp -Admin 789,524.16 6.54 789,524.16 6.54 Offshore Support Exp 180,000.00 1.49 180,000.00 1.49 State Taxes 24,253.57 0.20 24,253.57 0.20 Amortization -Goodwill 268,616.76 2.22 268,616.76 2.22 Title: City Of Rosemead- Professional Services For Information Technology Services 7 1 P a g e N C 0 D E Total Expenses 1,809,929.86 14.98 1,809,929.86 14.98 Net Income $ 1,340,129.89 11.09 $ 1,340,129.89 11.09 2.4 Subcontracting Plan Encode can perform IT Services as a Prime Contractor. 3 Qualifications of the Firm 3.1 Brief Description of the Firm's Our strong industry experience and attributing a major share of it with Professional Services For Information Technology Services make Encode fully equipped to the City's Requirements. We have specialized recruiting teams for our Clients with temporary employment Services that have combined creative, technical, business, and domain experience in the domain and hence are highly capable of screening the best -fit candidates for any Generic/ Find Skillset-Specific positions. Our home-grown product CPX helps maintain a huge database of prequalified candidates and pipelining 50-60 candidates daily. This process accentuates our performance and helps in a quick turnaround time. The database has over 15 million qualified profiles out of which 1 million profiles match the requirements of the City and are segregated as per the location, skill set, domain, and experience level. With a high client retention rate, we create lasting relationships with our clients by providing quality services and consistently delivering value by using a multi- faceted approach based on a global delivery capability and deep domain expertise allied to a vast Encode has a dedicated proactive recruiting team that maintains our ever-growing contractor network of qualified, highly skilled profiles with specific domain knowledge and at the same time is in line with the current market trend. Our significant program methodology, sourcing strategies, and past performance in providing Professional Services For Information Technology Services demonstrate our strong experience that can be tailored to meet the City's requirements. With the in-depth domain knowledge, expertise, and mature processes we possess, Encode is fully equipped to understand its client's needs and constantly tries to provide innovative and cost-effective solutions. Having a well -crafted recruitment process built on years of profound global recruitment experience gives Encode the competitive edge in providing top -class resources to its clients in the shortest possible turn -around times. A perfect blend of unique recruiting methods and technologies, coupled with advanced recruitment techniques. Our global client expertise crosses time zones and cultural boundaries and provides timely services and client -focused team support. Whether you need targeted support or ongoing services, we have flexible delivery models designed to suit every need. Our delivery models include onsite, offshore, and hybrid delivery at an affordable cost based on the agile or RUP (Rational Unified Process) methods. Title: City Of Rosemead- Professional Services For Informadon Technology Services 8 1 P a g e -ENCODE S tw� It is our strong belief that "Good customer support and service has to be more than a business model it has to be part of clients' valuable system". At Encode, we are committed to providing the best customer service internally and externally. It can be witnessed in how we treat our clients, our employees, our managers, our society, and our customers. IT/Non-fT JOB TITLES —- — - Java Architect Program Desktop Software DaiaAnalyst Manager Support Engineer Analyst Sr. Java Architect ITStrategy Software Architect Project Consultant Developer Coordinator Project Assistant ITSpecialist Office IT Operations Supervisor Manager IT Governance IT Infrastructure Data Payroll Sr.Systems and Compliance Manager Specialist. Administrator Architect Officer Business Analyst ITStrategy 1 IT Security Data Manager Enterprise Manager Scientist Architect With the virtue of a wealth of experience, we have been providing IT services to Government and Private sector clients. IT Infrastructure Networking Wan, VPN, Internet Help Desk Support, SAN, Security, Cisco (Engineering, Development, Analyst) Data Management I Server Virtualization, Storage Scalability, Disaster Recovery System Integration Enterprise System Engineering, Performance Engineering, Reliability Engineering Software Windows O/S, Cobol, Unix C++, Java, J2EE, JSP, VC++, VB, IDMS, VBA, VB Script, VB.NET, C#, MFC, XML, Perl, Delphi, PHP, REXX, FORTRAN, Delphi, Java, Ruby Power Builder, Lotus Notes, MS Exchange, ABAP, J2EE, Linux, Apple Enterprise Resource SAP, PeopleSoft, JD Edwards, Siebel, Clarify, SAS, Ariba, Vignette, Planning (ERP) Business Objects, Informatica, Cognos, Vantive Title: City Of Rosemead- Professional Services For Information Technology Services 91 P a g e NC0�3 Graphic Production Adobe Photoshop, Corel Draw, Visio, Jasc Paint Shop Pro, Adobe I Illustrator [Web Server Software Apache, Microsoft IIS, Igor Sysoevnginx, Google GWS [Database Development MySQL, Microsoft SQL Server, Oracle, IBM, DB2, Firebird, PostgreSQL, Ingres, Sybase and Max DB. Web Development HTML editors, Adobe Flash, Silverlight, WAMP, Adobe Software Dreamweaver, Coda, Freeway, Microsoft Expression Web, and NetObjects. Open Source Linux, Unix, Red Hat, Fedora, Ubuntu, SuSE, Drupal Data Warehousing —ETL Apatar, CloverETL, Flat File Checker, Jitterbit 2.0, Pentaho Data Data synchronization, Integration, RapiclMiner, Scriptella, Talend Open Studio, Ab Initio, software as a service, AltovaMapforce, HitSoftwareAllorda, Digital, Business process InformaticaPowerCenter, Fuel Service Flow, Lavastorm martin outsourcing, [TO, data Dawes Analytics, Apache Cocoon, Cognos, Consort, IBM consolidation, data InfoSphereDataStage, HiT Software management ASP.NET, C#, HTML, DHTML, XML, ADO, Java, JavaScript, JavaBeans, Web & E -Commerce EJB, WebLogic, WebSphere, VBScript, ActiveX, IIS, MTS, SOAP, Web Services VB.NET, Visual Basic, Visual C++, MFC, SDK, C/C++, COM, DCOM, ATL, Front -End Development ABAP/4, RPG/400. Back -End Database MS SQLServer, SQL.NET, Oracle, Sybase, DB2, Informix, MS Access Oracle 10G, 9i, Oracle DBA, PL/SQL, PERL, Pro*C, ETL, Oracle Oracle Tools Discoverer, PSP, JavaScript, Java, 1Developer, Oracle Applications Server, Oracle Developer Suite UNIX, Windows, Windows NT, OS/400 ERWIN, Visual Source Safe, Operating System Tools MS Office. ERP/CRM Technologies SAP, Siebel, PeopleSoft, Oracle Applications, Clarify Business Intelligence Ab Initio, Informatica, Business Objects, Datastage. /DW Mainframe Micro Focus COBOL, DB2, VSAM, CICS, COBOL, JCL, IMS DB/DC, IDMS, ADSO, Assembler. Staffing Competencies Title: City Of Rosemead. Professional services For Information Technology services 10 F I _ E N C 0 D E Analysis and Design Business Analyst, Technical Architect. Applications NET Developer, Business Intelligence, C# Developer, Database Developer, Development and Data Mining, Data Warehouse, E -Commerce, EAI Developer, ETL, Java Integration Developer, J2EE Developer, Mainframe Developer, Middleware Developer, QA Analyst/QA Tester, Technical Writer, Web Designer. Management: Development Manager, Project Manager, Quality Assurance Manager, Team Leader. Systems Database Administrator, Linux Administrator, Software Administrator, UNIX Administration Administrator, Web Administrator, Windows Administrator. 5.1 Project Experience 5.1.1 PROJECT EXPERIENCE 1# QUALCOMM Client QualComm Contact Name Jeanine Knoll (Contract Administrator) Email Address c iknoli@aualcomm.com • Encode performed desktop application support functions as needed/requested, including the installation of PCs, laptops, tablets, printers, peripherals, and software. Diagnosed and corrected desktop application issues, configured all computers for standard applications, identified and corrected end-user hardware problems, and performed advanced troubleshooting. • Encode successfully managed the computer network and associated hardware, software, communications, and operating systems to ensure the quality, security, performance, availability, recoverability, and reliability of the system. We diligently monitored server performance and capacity management services, ensuring that scheduled preventive maintenance for equipment was promptly performed. Encode also developed comprehensive backup plans and procedural documentation. • Encode efficiently handled configuration management, including changes, upgrades, and patches. We provided robust support for software products related to servers and workstations, ensuring timely responses to repair and maintenance work for users. • Encode has performed network administration services encompassing a broad spectrum of crucial tasks essential for maintaining a secure, efficient, and smoothly operating network infrastructure. At its core, network administrators are responsible for the upkeep and support of diverse network equipment such as switches, firewalls, routers, and various security devices. This involves not only initial installation but also ongoing maintenance to ensure optimal performance and adherence to security protocols. • In addition to managing core network components, network administrators oversee the installation, configuration, and troubleshooting of peripherals like printers, scanners, and other network devices. We are proficient in analyzing routine configuration changes, ensuring compatibility and seamless integration within the network environment. Moreover, administrators play a pivotal role in applying software patches, updates, and upgrades across the network to safeguard against vulnerabilities and ensure the latest features and security enhancements are in Title: City Of Rosemead. Professional Services For information Technology Services 111 P a g e ENCODE �w • We provide minor cabling tasks that also fall within the realm of network administration, ensuring that physical connections support the robust functionality of the network. This meticulous approach to both hardware and software aspects of network management underscores the critical role of network administrators in maintaining operational continuity, enhancing network security, and supporting the technological infrastructure that underpins modern organizational operations 5.1.2 PROJECT EXPERIENCE2ff BMS -BRISTOL MYERS SQUIBB Client Agile one/BMS-Bristol Myers Squibb Contact Name Michelle Gibbons EmailAddress mgibbons@agilel.com • Encode provides application support and encompasses a range of services to assist users with software issues on their personal computers. It includes troubleshooting problems, installing and configuring software, and ensuring applications run smoothly. For instance, when setting up Microsoft 365 apps like Word, Excel, or PowerPoint, users can download and install these applications from their business accounts, following instructions to complete the installation process. • Our privacy concerns are also addressed, as desktop apps may access data without explicit permission; hence, it's crucial to install apps from trusted sources. The distinction between desktop support and help desk should be noted: while the help desk provides initial troubleshooting and user guidance, desktop support dives deeper into specific hardware and software problems. For direct assistance, users can contact support services, which may offer live chat with specialists for more personalized guidance. • Encode successfully managed the computer network and associated hardware, software, communications, and operating systems to ensure the quality, security, performance, availability, recoverability, and reliability of the system. We monitored server performance and capacity management services, ensuring that scheduled preventive maintenance for equipment was promptly performed. Encode also developed comprehensive backup plans and procedural documentation. • Encode efficiently handled configuration management, including changes, upgrades, and patches. They provided robust support for software products related to servers and workstations, ensuring timely responses to repair and maintenance work for users. S.1.3 PROJECT EXPERIENCE 3# STATE OF MA Client Massachusetts Executive Office of Health and Human Services Contact Name Kara Banderier Email Address kara.banderier@state.ma.us Encode deploys and migrates various software applications and systems, ensuring minimal disruptions and maximizing operational efficiency. Encode extends to manage migrations to cloud environments. includine olannine. execution. and Dost -migration optimization. We encompass Tide: City Of Rosemead- Professional Services For Information Technology Services 121 P age E N C 0 D E data migration, application refactoring, and infrastructure scaling. Encode develop and implement processes, procedures, and tools to sanitize sensitive data, ensuring compliance with data protection regulations. Encode reviewed the inventory, assessed the system architecture and equipment for efficiency, life expectancy, capacity, speed, and current processes, and made recommendations for improving routine support criteria and eliminating emergency maintenance situations. Additionally, Encode developed a comprehensive technology plan and disaster recovery plan across the network. • Encode performs security and backup efforts successfully to ensure that all servers, desktops, and laptops are protected by antivirus software, and adequate firewalls are in place to prevent unwanted intrusion into the computer network system. Our systems were designed to notify the manager of network operations and IT when system securities were breached or when system hardware was not operating efficiently. The contractor performed security audits as requested and notified the manager of network preparations and IT immediately of any suspected breach of security or intrusion detection. Our backup system was established to prevent loss of data and functionality, as well as to reduce downtime. We configured the IT system to enable remote access in a secure environment and provided remote access administration as requested by the manager of Network Operations and IT." • Encode manages core network components, and network administrators oversee the installation, configuration, and troubleshooting of peripherals like printers, scanners, and other network devices. They are proficient in analyzing routine configuration changes, ensuring compatibility and seamless integration within the network environment. Moreover, administrators play a pivotal role in applying software patches, updates, and upgrades across the network to safeguard against vulnerabilities and ensure the latest features and security enhancements are in place. • We provide cabling tasks that also fall within the realm of network administration, ensuring that physical connections support the robust functionality of the network. This meticulous approach to both hardware and software aspects of network management underscores the critical role of network administrators in maintaining operational continuity, enhancing network security, and supporting the technological infrastructure that underpins modern organizational operations 5.2 Brief statement of the Firm's adherence to the schedule and budget for each project. Encode consistently adheres to both the schedule and budget for each project by implementing rigorous planning, monitoring, and control processes. We begin with a detailed project plan that defines clear timelines and milestones, aligned with client expectations. Throughout the project lifecycle, we closely track progress and costs, making adjustments when necessary to avoid delays or budget overruns. Our project managers employ best practices in risk management and resource allocation, ensuring that unforeseen challenges do not impact overall timelines or financial targets. Our team's regular status updates and transparent communication with stakeholders further ensure that all projects are delivered on time and within budget, maintaining the highest standards of quality and client satisfaction. Title: City Of Rosemead- Professional Services For Information Technology Services 13 1 P a g e Y H E N C 0 D E Encode is committed to delivering each project on time and within the allocated budget. Encode follows a structured project management approach that includes setting clear timelines, monitoring progress, and maintaining transparent communication with all stakeholders. By consistently evaluating resource allocation and managing risks proactively, we ensure adherence to both the project schedule and budgetary constraints, while maintaining high standards of quality. 6 Work Plan Encode understands the City, is seeking to contract with qualified vendors to provide quality Professional Services For Information Technology Services. Encode has in-house staff that can perform the function specified in the RFP. The Encode team has a proven track record of working in strategic services across the US and delivering highly complex assignments. We have a good record of working, practicing similar ethics, and being good partners with clients and stakeholders. We believe there are several keys to successfully providing strategic planning services including but not limited to capability, responsiveness, and attitude, therefore, we ensure our proposal fulfills all. Upon receipt of the request from the Professional Services For Information Technology Services, we will provide the best -fit qualified candidate meeting the City requirements within the specified time frame. Encode understands the required services and fully comprehends how to not only meet the Temporary Employment Services, expectations but to exceed them as highlighted below: • Prequalify consultants and provide best -fit resumes when requested by the Temporary Employment Services. • Provide consultants who meet the requirements for each job title/description and are local to the Temporary Employment Services. • Provide evidence of compliance with all governing requirements for licensure, registration, and/or certification. • Comply with appropriate federal, state, and county regulations. • Perform background verification and investigations on each consultant as required. • Provide an itemized time sheet with each invoice • Perform consultant reference checks. • Negotiate purchase orders as per pre -negotiated rates. • Ensure consultant performance as per requirement/purchase order. • Address any performance and schedule issues. • Adhere to all employer responsibilities about salary, benefits, insurance coverages, payroll withholdings, etc. Based on labor market conditions and the types of skills the City requires, we identify the highest - yield target groups from which to recruit and determine an appropriate strategy to attract talent from those areas. This includes selecting appropriate sources for talent, isolating the most effective tactics to penetrate these sources, and creating an overall market approach. Title: City Of Rosemead- Professional services For information Technology services 141 P a g e Y ENCODE .� Encode has extensive experience in sourcing and recruiting professionals to major university and/or academic IT clients throughout the US. We recruit for our clients' placing candidates in full-time, contract, and contract -to -hire positions. We have experience in recruiting from Junior, mid, to senior level roles in the Staffing industry for temporary assignments. We have been recruiting across all 50 states of the US for more than 26 years, and our local offices give us a thorough understanding of local CO market trends and needs. Encode will combine our experience and lessons learned providing both operational and integrated management support to provide strategic management support that is synchronized with their objectives and results in actionable strategy. We highlight the operational aspect of our analytic offering because strategic plans must be executable in the real world. The results of our discovery and analysis will be provided to the clients in the form of plans, studies, reports, and concept papers as required and delivered. Encode has provided Professional Services For Information Technology Services to more than one large entity simultaneously. Many of our recruitment consultants come from different backgrounds, giving us a thorough understanding of the complex hiring requirements for different requirements, and easy insights into which professionals possess the hard and soft skill sets needed to succeed. We acquire and responsibly use specialized knowledge and experience. We advance through continued professional development, research, and education. We build mutual understanding, credibility, and relationships among our clients. • We actively pursue professional development. • We accept and assign work for which candidates are suitably skilled and experienced. Where appropriate, we collaborate on projects or obtain the necessary skill base or expertise to serve our clients' needs. • We stay informed and educated about staffing to ensure ethical conduct. • We share information and experience about best practices with our fellow employees and associates so we can better serve our clients. We will work closely with the City to gain an in-depth understanding of your staffing and partnership requirements. Encode asks questions that allow us to build a functional job profile, including key success milestones and attributes that will enable us to match not only skills and experience but also subtle elements such as fit with managerial style, corporate culture, etc. With this knowledge, we develop a thorough candidate profile that forms the basis of our recruitment strategy. 7 Staffing Encode provides an employment comprehensive, City recruitment strategy examining the local market(s), allowing us to understand its dynamics, including demographics, labor conditions, and statistical workforce projections. Based on labor market conditions and the types of skills the City, requires, we will identify the highest -yield target groups from which to recruit and Title: City Of Rosemead- Professional Services For Information Technology Services 16 1 P a g e ENCODE t�m� determine an appropriate strategy to attract talent from those areas. This includes selecting appropriate sources for talent, isolating the most effective tactics to penetrate these sources, and creating an overall market approach. Our engagement process is focused on our clients and their business needs. We employ our consultative approach, known as our Match Fit Program, which details from start to finish how our staffing firm selects the perfect candidate for a client's organization. The Match Fit Program includes four phases (given below), which are customized to service the Cltyr account most effectively. Phase 1 — Customer Analysis: We document and understand our client's business needs and determine the services that will make the staffing process more efficient and effective. Phase 2 — Sourcing: Our professional recruiters quickly identify the most qualified candidates using their industry knowledge and the extensive networks of our staffing firm. Phase 3 — Screening: At Encode, we get to know each candidate beyond just their resume. We find out the skills and qualities that help us to make the perfect fit for the various positions our clients are looking for. Phase 4 — Selection: To complete the hiring process, we ensure all forms, screening, and certifications are verified before the employee starts working on the prescribed job role. Recruiting Mediums: Our recruiting methods fall into several categories, as outlined in the following: Careers Website: Encode's careers website is a central aspect of managing our recruiting processes. Our goal is to attract potential candidates to our company, build long-term relationships, assess candidates fit for open positions, and finally capture and process candidate information in a structured way. The following are the best practices for careers websites that increase our odds of recruiting the most qualified candidates and reduce direct as well as opportunity costs: Applicants' anonymity. Because many potential staffing candidates are employed while they search our career website for openings, privacy and confidentiality become important. We ensure that the database management, workflow rules, and recruiting processes are aligned to protect the candidates' anonymity. Tailor online applications. We are using pre-screening tools that quickly separate qualified from unqualified candidates based on answers to questionnaires. Keep trackof candidate information. The candidates are asked to create and maintain a personal profile on our careers website and attach job positions to their profiles. The profile is then saved in our company's candidate database and accessed through an appropriate password. Our recruiters view structured data about a candidate, including access to job -specific screening questions to easily assess fit. By tracking candidate information byjob, we gather the necessary data for compliance reporting as well. Job seekers and employees post our open positions on Facebook. We allow our job seekers to post on their Facebook page, increasing the exposure and reaching a larger pool of candidates at Tide: City Of Rosemead- Professional Services r -or Inionnadon Technology Services 16 1 P a g e [ Y t I� _ENCODE t�Y lower sourcing costs. In addition, we believe that the employees are one of our best sources for referrals. We encourage them to post open positions on their Facebook page and refer their friends. Enable job searches. A job search engine is a core component of our career website. It helps job seekers find job openings that meet their requirements quickly and efficiently. We make sure that current job openings are in the searchable database and reduce the accounting burden of maintaining a manual list. The three best search criteria are Job Search by Job Category, Job Search by Location, and Job Search by Keyword. SmartSourcing: The following best practices for smart sourcing help us to find the best talent for the job while decreasing the sourcing costs and time to hire. Job Board Processes: Our Recruiters have access to numerous external, national, and vertical job boards and use them only to supplement our customized recruitment mediums. This is unlike other firms that generally rely on subscription databases. A sampling of websites that we utilize regularly includes: • Dice • Monster • Linkedln Enterprise GitHub • CareerBuilder • Twitter • Stock Overflow • Technology Communities Local Recruiting Mediums: As a highly visible local employer we can significantly augment our recruitment efforts through partnerships with the following local organizations: • Colleges, universities, and technical schools • Community and networking events • lob fairs and trade shows • Community and professional organizations • Volunteer organizations (e.g., Year Up) Patent Recruitment Technology - Talent Community Building (CPX): Encode constantly strives and invests in improving to be the best and stay ahead in this highly competitive process of talent identification and talent acquisition. We pride ourselves on our approach such as proactive pipelining, 24/7 sourcing, and recruiting; one of our key differentiators is our in-house patented CPX technology. Crowd Sourcing: Our Crowd RPO / Talent community/referrals are one of the topmost sources of candidate employment followed by our exhaustive internal database where profiles have been harvested for about 23+ years, networking events, and then job boards such as Linkedln, Dice, CB, Indeed and Monster. Recruiting Strategy: We employ a comprehensive recruitment strategy that examines the state of the local market(s), allowing us to understand its dynamics, including demographics, labor conditions, unemployment rate, and statistical workforce projections. Title: City Of Rosemead. Professional Services For Information Technology Services 17 1 P a g e E N C 0 3 E Based on labor market conditions and the types of skills of the County of Los Angeles, we identify the highest -yield target groups from which to recruit and determine an appropriate strategy to attract talent from those areas. This includes selecting appropriate sources for talent, isolating the most effective tactics to penetrate these sources, and creating an overall market approach. Figure 2: Encode's Recruiting Strategy Title: City Of Rosemead- Professional Services For Information Technology Services 18 1 P a g e E N C 0 D E ✓ Analyze client staff requisition and write a synopsis of t question ✓ Submitting position description and client requirements in th CPX tool ✓ Identify any necessary qualifications ✓ Assigning to Encode team lead through the internal CPX tool ✓ Check if there is a matching skilled consultant available "on bench" ✓ Identify existing skill sets and candidates within the Encode CPX database ✓ Post job to external job sites (Encode website, Dice.com,Monster.com, CareerBuilder.co, and share with approved subcontractors) ✓ Sourcing candidates from various job sites by conducting Booleansearches and detailed communication with prospect consultants ✓ Sourcing candidates from our internal employee pool ✓ Sharing the requirements with our consultants by posting them on ourinternal website for internal referrals. ✓ Executing a comprehensive pre-screening that confirms motivation, previous experience, salary, skill level, required education/ certification/ ✓ Pre-screening includes online tests (using ProvelT, Prophecy, Kenexa, IKMA internal tools) and general knowledge test _ ✓ Check all the certificates required ✓ Discussing salary requirements and relocation needs with the candidates ✓ Sharing information about Encode overview and explaining benefits ✓ Evaluating attitude and aptitude by discussing team scenarios Skill Evaluation ✓ Conducting an initial assessment of the candidate's qualifications ✓ Conducting detailed interviews based on the job requirement Soft Skills Evaluation ✓ Evaluating the candidate's communication, creativity, analytical thinking, diplomacy, flexibility, change -readiness, problem -solving, leadership, team building, and listening skills ✓ Recruitment Manager Team Lead ✓ Recruitment Team ✓ Recruiting Team ✓ Experts Title: City Of Rosemead- Professional Services For Information Technology Services 19 1 P a g e 10 E N C 0 3 E " ✓ Preparing the feedback form to summarize the results of the interviewand update CPX with qualified consultants ✓ Recruitment ✓ Relaying interview results to the consultants Manager ✓ Checking the consultants' references ✓ Account Manager Screening and Securing Qualified Candidates for Staffing Requests: Encode Inc. provides quality candidates to its clients in line with their requirements. We pay close attention to the quality of candidates we select to meet the high standards we set for our customers. Our Candidate Screening Ability. Encode has developed a standard screening process that is followed for all our clients. However, depending on the job description Encode in the past has customized our screening process. We use several different software for the skill test of different job roles. Written Tests: All candidates are required to take a written test to demonstrate their grasp of the basic knowledge required for a specified role. The test covers the fundamentals. Encode also uses the same set of questions and methodology for all the candidates to be interviewed for a given position, giving us and the client a common objective performance baseline. Aptitude/Logical Tests: Encode has designed a series of logical and aptitude tests to gauge individual personality traits. These tests enable us to assess the aptitude and skills of the short- listed candidates. We conduct standardized tests in terms of their reliability and validity to provide correct results. Face -To -Face Discussions: We conduct a thorough screening process to evaluate the technical and logical know-how of the candidates comprising of a face-to-face/web/video conferencing interview depending on client requirements. Non -Directive Interview Process: At times, we also follow a non -directive interview process - generally, a less formal process to assess the candidate's skills and personality attributes. Behavioral Interviews: We conduct behavioral and situational -based interviews as well, to evaluate candidates on their past behavior and experience and the candidate's judgment ability and knowledge that may be required for the job. In some cases, we also conduct group discussions to compare the soft skills of the short-listed candidates to make the best selection. Background Checks: The client -dedicated onboarding team runs a sequence of procedures that help the candidates fulfill the formalities and paperwork at the client's end. As a prerequisite before an offer made by us for employment, Encode's onboarding team conducts various checks that include but are not limited to: Employment Verifications: Sterling - Backcheck will Identify and verify the qualifications and experience of the Candidates. Education and Credentialing Verifications & Professional Credentials Verifications: With long- standing relationships with major global education institutions, Sterling -Back check provides the most accurate results on the candidate's education and a team of experts confirms the candidates' claims and determines if the submitted licenses are current and in good standing. Verifying Credentials: Encode performs background verification on the qualifications and licenses that candidates possess before his/her resumes are submitted to the client for selection. We provide quality temporary/permanent employees/candidates to our clients in line with their requirements. Title: City Of Rosemead- Professional Services For Inthnnation Technology Services 20 1 P a g e E N C 0 D E Key Personnel: Encode's key account representatives have extensive experience in staffing and consulting. We assure you that our identified key personnel will be committed to performing the account management duties. For any reason, if the key personnel is unavailable we will provide the replacement personnel without altering the job duties. The replacement will be subject to the approval from the Sound Transit management. Encode will assign the City of Rosemead dedicated Account Management team to ensure that contract requirements are supported. We will assign the City of Rosemead dedicated Account Management team to ensure the right delivery of services and needs are fulfilled in the huge City of Rosemead Satisfaction. Our Account Manager and the Program Manager will work closely with the City of Rosemead and Encode on-site staff. This team will be responsible for the transition and ongoing management of the project. Role Ed ucation/Traini ng/Certifications CEO Master of Science, International Business, New HampshireCollege, USA, Dec 1998. • Master of Business Administration, Marketing, Institute forTechnology and Management, India, March 1997 Project manager Certified Project Management Professional (PMP) • PMI Scheduling Professional • Training in Strategic Account Management • Key Account Management Training IT Support • Responsible for troubleshooting hardware and software issues, providing Technician technical assistance to end-users, and ensuring that IT systems function properly. • Microsoft Certified: Azure Solutions Architect Expert • AWS Certified Solutions Architect Network • Manage and Maintain network infrastructure, including LANs, WANs, Administrator routers, switches, and firewalls. • Cisco Certified Network Associate (CCNA) • CompTIA Network+ Server responsible for managing server infrastructure, including installation, Administrator configuration, maintenance, and performance tuning. • Red Hat Certified System Administrator (RHCSA) • VMware Certified Professional IT Security • responsible for ensuring the security of IT systems, including Administrator implementing security protocols, managing firewalls, and conducting security audits. • Certified Information Systems Security Professional (CISSP) • Certified Ethical Hacker (CEH) • CompTIA Security+ Computer • Regularly checks computer systems for performance issues, network Operator connectivity, and data processing activities. • Cisco Certified Network Associate (CCNA) • CompTIA Network+ Title: City Of Rosemead- Professional Services For Information Technology Services 211 P a g e Communication • Support technicians are expected to have an effective communication Specialist rapport providing valuable, accurate information on time. • Certified Professional in Digital Marketing (CPDM) • Certified Crisis Communication Specialist (CCC) Once we receive the contract and requisition from the City of Rosemead, Encode will immediately start the process and will submit the candidates to the City of Rosemead within 8-12 Business days. Please see the following graphic for an overview of the Encode Project Plan for the City. The City of Rosemead submits a requisition 1st day Encode screens candidates 1st to 2nd day Encode submits candidates 3rd to 6th day Shortlists candidates 7th to 9th day Conducts second -round interviews 9th to 11th day Selects candidates/makes an offer 11th to 12th day Candidate on -boarded 13th to 16th day(estimated) Encode conducts first -week candidate follow-up 23rd day Project Completion The time frame varies based on assignment length. 7.1 Resume 1# CEO Name OMIT Arni ... CEO Summary Prashant Arni has over 24 years of demonstrated experience in the Contingent Staffing and Enterprise Service Solutions industry. Prashant brings extensive experience that encompasses Account Management and Client Relationships for staffing program executions. He has extensive experience in developing relationships with all levels of management, clients, and user groups. He possesses expertise in direct liaison with clients to ensure the fulfillment of contract requirements. Under the flagship of Encode, Prashant Arni has been actively handling large accounts that have large volumes of staffing needs across diverse skill and locations with varying lengths of assignments New York State Homes and Community Renewal, NY Office of General Services, Cincinnati Metropolitan Housing Authority and many more. Relevant Education, Training, and Certifications Education • Master of Science, International Business, New Hampshire College, USA, Dec 1998. • Master of Business Administration, Marketing, Institute for Technology and Management, India, March 1997 Skills • Excellent leadership Skills • Ability to bring out the best in underperforming teams. • Excellent personality and interpersonal skills • Strong written and verbal communication and presentation skills Title: City Of Rosemead- Professional Services For Information Technology Services 22 1 P a g e E N C 0 D E 11 • The ability to establish relationships and generate business opportunities. • A demonstrated ability to maintain and grow client relationships and sell solutions. • A familiarity with technology and industry trends in e -Business and Web solutions • Excellent organizational skills • Self -motivated with a strong desire to succeed. • The ability to keep up in a very fast -paced environment. • Enjoys working in diverse teams. Certifications • Certified Project Management Professional (PMP) • PMI Scheduling Professional Training • Training in Strategic Account Management • Key Account Management Training Core Competencies • Vast experience in initiating, planning, executing, monitoring, controlling, closing, maintaining, and supporting staffing contracts/ projects. • Stay in contact with the clients and the consultants on the project to proactively evaluate the project needs and staffing needs for the scheduled completion of the assignment • Maintain an extensive database of qualified technical professionals with a wide range of experience to meet the client's project needs at very short notice. • Responsible for the needs of the consultants and full-time employees in terms of training, orientation, presentations, etc. • Involved in the day-to-day administrative activities and actively took part in the strategic planning process, thereby contributing towards the extensive growth of the company • Expertise includes Sales, Marketing, Account Management, Delivery, Consulting and Business. • Development focused on revenue and profit drivers 23 plus years of experience in Strategic Sales & Marketing, General Management, P&L management, Business Development, Recruiting, Mentoring, Training & Retention, Sales Force Development, etc. • Substantial experience in designing, implementing, and managing full-scale sales and marketing plans geared to clients. • Good understanding of negotiating, maintaining, and successful completion of various staffing contracts. Excellent presentation and intangible selling skills. • Well-developed leadership planning and execution skills with the ability to motivate and lead others in the pursuit of corporate goals and objectives. • Generate revenue consistent with company sales goals and objectives. Professional Experience 07/2006 -Present Encode Inc 06/2006 -Present LancesoftInc Senior Account Manager Title: City Of Rosemead- Professional Services For Information Technology Services 23 1 P a g e E N C 0 D E ♦N• 05/2001— 05/2006 Infinite Prime Account Manager 08/1999 —01/200 Cambridge Systems Inc 03/1999 —08/1999 VLS Systems Inc Graduate Assistant 03/1998 —12/199 New Hampshire College Management Trainee/Client Servicing Reed Elseiver Inc. 01/1997 —02/1998 Roles & Responsibilities • Key person for managing contracts signed with the Parker County Hospital District and interacting with the Parker County Hospital District Project Manager. • Ensuring & tracking the Parker County Hospital District requirements. • Quarterly meetings with the Parker County Hospital District to monitor Encode contract performance. • Weekly meeting with Back Office Staffing Operation & Employee Care Team to give updates on Encode performance & upcoming activities under contract. • Effective Resource Management - Ensuring alignment of processes and practices with technology to ensure that all resources are adequately and accurately utilized to provide integrated and error -free services to Parker County Hospital District. • Coordinating with the Parker County Hospital District Hiring Managers regularly to gather their feed back/suggestions/complaints/issues, staffing requirements, etc. • Working closely with the Delivery Managers to identify and select suitable candidates to meet and exceed Parker County Hospital District requirements. • Closely work with the Onboarding Team to ensure smooth onboarding of the new hires for Parker County Hospital District. • Closely coordinate with the new hires during client orientation and walk-through program • Coordinating with Encode's Finance and HR to ensure timely invoicing, receipts, and compliance with all onboarding contractual requirements • Working closely with the Legal and Contracts Management Team ensuring 100% compliance with contracts. • Ensuring that Monthly Compliance Reports are being submitted on time and sending weekly dashboard reports to Executive Management. 7.2 Resume 2# Account Manager Title: City Of Rosemead- Professional Services For Information Technology Services 24 1 P a g e E N C 0 D E • He is an experienced Senior Account Manager with over [years of success in managing high-profile client accounts and driving business growth. He has a proven track record of building and maintaining strong client relationships, leading account teams, and delivering exceptional customer service. Adept at understanding client needs, developing strategic solutions, and ensuring the timely and successful execution of projects. Relevant Education, Training, and Certifications Education • Bachelor's Degree Professional Experience Healthcare Client Service r �. R Nov 2019 — Present Lancesoft Inc The Client Services Director is accountable for all Healthcare MSP/VMS relationships with healthcare clients to ensure satisfaction, alignment of Lancesoft corporate strategy, account retention, and revenue growth. • Develops and executes account plans to ensure continued revenue growth. • Manages a team of 7+ Account Managers. • Demonstrates product knowledge including solutions, markets, and competitive intelligence. • Leverages internal data to identify opportunities for improving service delivery and increased revenue. • Facilitates all client communications regarding complaints, presentations, recruitment, invoicing, and MSP operations. • Ensures accurate content and certification of information in CRM software for assigned clients. • Within client organizations, builds a network of influencers and maintains knowledge of products and services utilized. • Identifies and mitigates at -risk business. • Establishes and develops long-term relationships, while also servicing existing accounts. Akraya Inc Sep 2017 —Oct 2019 Client Partner/Sr. Technical Account Manager As a Client Partner, I was accountable for the Profit and Loss (P&L) and responsible for the company's growth in strategic accounts -MGM Resorts International, Caesar Entertainment, Hulu, The Cheesecake Factory, East West Bank, and Union Bank. Established strong relationships with clients — developing new relationships and leveraging existing partnerships effectively. • Identified and developed new business opportunities with over 15% YOY growth for Enterprise accounts. • Adopted a consultative approach in identifying customers' business objectives and managing solutions and resources to achieve the objectives. • Provided continuous feedback on industry trends and best technology practices to stay competitive in the market. • Business development initiatives for different groups mobile, analytics, big data, experimentation, PMO, marketing, and creative. • Effectively identified and led a team of consultants to complete several large projects for clients. Title: City Of Rosemead. Professional Services For Inronnadon Technology Services 26 1 P a g e ENCODE 7.3 Resume 3# Project Manager Shoaib Ali Project Manager • He is a certified Project Manager with a decade of experience successfully leading projects using both Agile and Waterfall methodologies, showcasing adaptability to various project environments. Title: City Of Rosemead Professional Services For Information Technology Services 26 1 P a g e DevelopmentBusiness Impact player with measurable achievements -consistently utilized and recognized to focus on growth in spaces determined by organizational goals. • 35% increased revenue in legal space 15-16' • 17% increased revenue in administration 13-16' • Developed negotiating strategies and positions by studying the integration of new ventures with company strategies and operations, examining risks and potential, closing new business deals by coordinating requirements, and developing and negotiating contracts. • Integrated contract requirements with business operations. • Analyzed and consulted both internally and externally on market conditions, talent acquisition, and organizational culture. • Screened potential business deals by analyzing market strategies, deal requirements, potential, and financials; evaluating options; resolving internal priorities. • Worked with internal team, developed and maintained long-term client relationships in support of organizational strategic goals. • Committed lifelong learner in a constant state of professional development, participated in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations. June 2004 - Oct 2013 AppleOne Employment • Client development and rapport building • Actively campaigned target accounts outside sales. • Continued to develop client relationships through on-site visits. • New client development, networking events, social media, etc. • Continuously developed applicant base through recruiting, reactivating, and referrals. • Interviewed, evaluated, and referenced all candidates to determine their skill levels and their suitability for employment and/or placement. • Coached, counseled, and recommended applicants as required. Determined the applicant's qualification for placement and assignment removal. • Recruited, screened, evaluated, and matched qualified candidates to the client's specificjob order requirements to ensure client retention. • Processed weekly temporary payroll. • Complied with regional and corporate expense report guidelines. 7.3 Resume 3# Project Manager Shoaib Ali Project Manager • He is a certified Project Manager with a decade of experience successfully leading projects using both Agile and Waterfall methodologies, showcasing adaptability to various project environments. Title: City Of Rosemead Professional Services For Information Technology Services 26 1 P a g e E N C 0 D E in He is skilled in effectively managing project costs and budgets, consistently delivering projects within established timelines and financial constraints, resulting in cost-efficient outcomes. • He possesses extensive expertise in IT project management, demonstrating a deep understanding of IT infrastructure, software development, and technology implementations. He demonstrated a track record of aligning project objectives with organizational goals, ensuring projects provide strategic value while meeting stakeholder expectations. • He is proficient in implementing Agile practices, including Scrum and Kanban, to enhance project efficiency, transparency, and responsiveness to changing requirements. He is well -versed in traditional Waterfall project management, excelling in meticulous planning, risk mitigation, and comprehensive project documentation. Relevant Education, Training, and Certifications Education • Bachelor's Degree Professional Experience 1�ject manager Jan 2022—Present Sun West Bank • Collaborated with cross -functional teams, including developers, business analysts, and stakeholders, to plan, execute, and oversee critical banking projects. • Utilized cutting-edge Agile project management tools, such as JIRA and Confluence, to streamline project tracking, reporting, and collaboration, resulting in enhanced project efficiency. • Championed Agile methodologies (Scrum and Kanban) within the organization, guiding teams in implementing Agile principles and best practices. IT Project Manager Sep 2020 — Dec 2022 Sanofi • Successfully led and executed complex IT projects within the pharmaceutical industry, ensuring alignment with strategic objectives and regulatory compliance. • Collaborated with cross -functional teams, including business units, IT departments, and external partners, to foster effective communication and stakeholder engagement throughout project lifecycles. • Utilized project management tools like Microsoft Project, Jira, and Confluence to plan, track, and report on project progress, ensuring efficient collaboration and communication across project teams. Mp. IT Project Manager Nov 2018 — Aug 2020 SAANA • Spearheaded and managed e-commerce initiatives at SAANA, overseeing the implementation of digital solutions to enhance the customer shopping experience. • Collaborated closely with cross -functional development teams, including web developers, UX/UI designers, and quality assurance analysts, to deliver successful e-commerce projects. Title: City Of Rosemead- Professional services For Information Technology services 271 P a g e E N C 0 D E • Collaborated with data analysts and business intelligence teams to leverage analytics tools such as Google Analytics and Adobe Analytics to gain insights into customer behavior and drive data -driven decisions. Dec 2016 - Oct 2018 Quicken Loans • Proficient in a variety of project management methodologies, encompassing Project Management, Agile (SCRUM & Kanban), and Waterfall, showcasing adaptability to diverse project contexts. • Capable of proficiently leading daily cross -functional Agile meetings and participating in sprint planning, sprint demo, and iteration meetings, ensuring the seamless execution of Agile projects. • Proficient in employing tools such as JIRA, Service Now, and various Project Management Tools to streamline project tracking, collaboration, and reporting. ProjectJunior • Supported the transition from traditional Waterfall project management to Agile methodologies within the organization, contributing to improved project efficiency and adaptability. • Assisted senior project managers and Agile coaches in implementing Agile practices, including Scrum and Kanban, to enhance project transparency, collaboration, and responsiveness to changing requirements. • Participated in Agile ceremonies, including daily stand-up meetings, sprint planning, sprint reviews, and retrospectives, to facilitate the Agile process and ensure project alignment with Agile principles. CoordinatorProject Mar 2014 —Apr 2015 Simone Property Group • Collaborated with project managers and cross -functional teams to coordinate IT projects, ensuring that project objectives were met on time and within budget. • Assisted in the development and maintenance of project plans, schedules, and budgets, tracking project progress and reporting updates to stakeholders. • Facilitated communication and coordination among project team members, vendors, and stakeholders to ensure alignment with project goals and objectives. 8 Proposed Innovations In addition, Encode has distinguishing factors from Encode has experience in providing various staffing models such as Temporary, Temp -to -Hire, and Permanent positions. We have extensive experience working with various government clients as a prime contractor. This experience has given us a complete understanding of the City's functioning and environment, its task orders/requests, timelines, and deliverables. Encode's mission is to help the City operate more effectively and efficiently for the good of the public. With a strong resource database from diverse backgrounds, we focus on our quality recruitment process and deliver outstanding results for our clients. We know that even when we Title: City Of Rosemead- Professional Services For Informatlon Technology Services - 2B I P -8'g 8. fulfill a short-term need, the results have a long-term impact. We also maintain a full complement of senior, middle, and junior -level IT professionals to meet client needs and have experience increasing and decreasing staff according to the business conditions. Our goal is to ensure that every position that we fill or team that we build, brings value to our clients. That's why we consistently move from being one of many vendors to one of a few prime vendors. We also have strong administrative and financial capabilities to effectively manage the contract. Distinguishing Factors • Proven ability to develop, deliver, and support advanced technologies • Successfully managing IT Contracts supporting various federal, state, local governments, and private sector entities in over 37 states • 25 active contracts with the Federal, State, and Local Government entities • All our personnel are qualified and experienced and are typically in the top 10% of the market segment and have several years of providing consulting services to public sector clients • Systematic approach that is both comprehensive in scope and adhering to the urgency of our client's needs • Team of 40+ technical recruiters, data miners, and sourcing executives supporting our clients. • Supported multiple deliverable -based projects • In-house developed applications that store large volumes of resource data which helps our staffing professionals connect the right person to the right job quickly 9 Proposal Costs Sheet and Rates The proposed pricing is based on a detailed breakdown of staffing and resources required to fulfill the service requirements, including potential after-hours work. Our calculation takes into account the hourly rates for each job role, as well as an estimate of both standard and additional service needs. Below is the basis for estimating the not -to -exceed fixed all-inclusive monthly service costs: 1. Standard Working Hours: We have assumed a standard 160 -hour work month, which is typical for a full-time employee based on a 40 -hour work week. All primary costs are calculated using this baseline of regular working hours. This ensures an accurate representation of the costs for staffing during normal business operations. 2. After -Hours Services: To account for potential after-hours services, we have estimated an additional 10% of the standard work hours, which equates to 16 extra hours per month per role. This assumption is made based on typical industry practices where after-hours work may be required for tasks such as system maintenance, critical updates, or emergency support. These 16 hours are considered a reasonable estimate to cover any extra time needed beyond the standard working schedule. However, this figure can be adjusted depending on specific project demands or historical data from similar engagements. Title: City Of Rosemead- Professional services For Information Technology services 29 1 P a g e E N C 0 D E 3. All-inclusive Monthly Costs: The proposed pricing reflects a fixed all-inclusive monthly total, which covers: • Salaries based on the hourly rates provided for each job role. All related staffing expenses (benefits, overhead, and administrative costs). After-hours work as outlined in the additional 10% assumption. This ensures that the City is presented with a comprehensive and transparent cost structure that includes all required services, without any hidden or unexpected fees. Calculations: • Standard Hours/Month: 160 hours (assuming a 40 -hour workweek) • After -Hours Services: We assumed an additional 10% of hours for after-hours services, which is lesser than the actual market rates which is at least 1.5 times the hourly rate. 30% of 160 hours =16 hours of extra time for each role. Therefore, summing up the standard monthly cost and After -Hours Cost we get the total monthly cost for each labor category. Total Fixed Not to exceed monthly cost= $60,746.40 Title: City Of Rosemead- Professional Services For Information Technology Services 30 1 P a g e $31.61 $5,057.60 $5,563.36 osf ours �7$791.52 IT Support Technician Network Administrator $63.38 $10,140.80 $11,154.88 Project Manager $90 $14,400.00 $15,840.00 Server Administrator $46.94 $7,510.40 $8,261.44 IT Security Administrator $49.47 $7,915.20 $8,706.72 Computer Operator $30 $4,800.00 $480.00 $5,280.00 Communication Analyst $34 $5,400.00 $540.00 $5,940.00 Total Monthly Cost $60,746.40 Title: City Of Rosemead- Professional Services For Information Technology Services 30 1 P a g e Attachment F Proposal from Exigent Systems e exi g ent° systems Proposal for Professional Services for Information Technology Services in response to RFP NO. 2024-28 City of Rosemead, California Exigent Systems, Inc. Dustin Hoffman President & Founder 833-742-7235 dustin@exigent.com 1040 Nevada St. Ste 303 Redlands, CA 92374 September 25, 2024 Cover Letter Proposal Summary Local Office Principal Consultant Account Manager Company Profile Company Size and Structure Proposed Local Structure Long -Term Partnership and Financial Stability Capacity and Resources Qualifications of the Firm Pertinent Project Experience Public Sector Private Sector Experience Adherence to Schedule and Budget Customized Service Plan for City of Rosemead Understanding of the City's Objectives and Work Requirements Proposed Approach Phase 1: Initial Assessment and Planning (0-30 Days) Phase 2: Implementation of Core Services (31-60 Days) Phase 3: Full Operation and Continuous Improvement (61 Days and Beyond) Timetable for Transition to Full Operation Past Experience Key Staff Resources Dustin E. Hoffman Evan Rhoades Thomas Kinsey Nathan Kinsey Jeff Michel References Cost of Services Flat -rate Monthly Recurring Charges After Hours Support One-time Charges 3 4 4 4 4 5 5 5 5 6 7 7 7 8 8 9 9 9 9 10 10 10 11 12 12 12 13 13 14 15 16 16 16 16 Cover Letter Re: Proposal for Professional Services for Information Technology Services To whom it may concern I am excited to submit our proposal to provide IT services to the City of Rosemead. Our team is highly motivated to become your trusted partner in managing and enhancing your technology systems, ensuring they operate efficiently, securely, and without disruption. Our proposal includes comprehensive on-site support with a dedicated full-time technician available from Monday to Thursday. This individual will be your go -to expert for resolving issues, setting up new equipment, and maintaining the health of your network. We understand that reliable technology is the backbone of efficient city operations, and we are committed to ensuring your systems run smoothly. To protect the City's valuable data, we will implement a robust backup system and closely monitor your network to prevent security breaches. In the event of an after-hours emergency, our 24/7 support hotline ensures that help is always just a phone call away, with the capability to provide immediate remote assistance or rapid on-site response. We will also take a proactive approach to maintaining your systems, performing regular updates and preventive maintenance to minimize downtime and potential issues. Beyond day-to-day support, we will assist the City in planning for its future IT needs, starting with an initial audit and culminating in a comprehensive long-term technology strategy. We understand the critical role IT plays in the smooth operation of city services, and we are dedicated to delivering the highest level of service. We are confident that our expertise and commitment will exceed your expectations. Thank you for considering our proposal. We look forward to the opportunity to work closely with you and contribute to the success of the City of Rosemead. Sincerely, L.,�Z 4_1� Dustin E. Hoffman President & Founder Exigent Systems Inc. Proposal Summary Please see the following pages for our complete proposal, and find the executive summary here (tl;dr): • One dedicated IT professional for on-site Monday through Thursday at the City's offices ... managed, resourced, and supported via Exigent's SoCal staff & office • One flat monthly rate for in -scope services • After hours support availability • All from an established IT service provider with deep government and municipal experience • Exigent Systems does not subcontract, and will use SoCal based staff for this engagement Local Office Exigent Systems, Inc. Dustin Hoffman. President & Founder dustin(o)exigent.com 833-742-7235 1040 Nevada St. Ste 303 Redlands, CA 92374 Principal Consultant Jeff Michel Dedicated Systems Administrator with more than 15 years of experience and with Exigent Systems since 2017 Account Manager Dustin E. Hoffman President & Founder of Exigent Systems Inc. Company Profile Exigent Systems, founded in 2005 and headquartered in Redlands, California, has been a reliable provider of technical support and consulting services for nearly 20 years. We have a strong reputation for delivering tailored solutions that meet the specific needs of government agencies and small businesses. Currently, we serve 21 clients, including 3 in the public sector, highlighting our ability to support a diverse client base. Company Size and Structure Exigent Systems is a growing company with 14 full-time employees, including: 7 full-time technical support specialists • 3 full-time consulting experts • 1 full-time sales support staff member • 3 full-time administrative staff members Our team is composed of highly skilled professionals, with the majority holding college degrees and at least 6 years of experience. Our senior leadership team has over 20 years of experience in technology management, with advanced degrees in engineering, technology, and science. Proposed Local Structure For the City of Rosemead, Exigent Systems proposes a dedicated local IT professional to ensure responsive and effective service delivery, working on-site at City sites according to the proposed 4/10 schedule. This structure ensures that the City of Rosemead will have a reliable, knowledgeable, and locally focused team dedicated to its technology needs. Long -Term Partnership and Financial Stability Exigent Systems is committed to establishing a long-term partnership with the City of Rosemead. We recognize the importance of financial stability in sustaining such relationships Over the past 19 years, Exigent Systems has demonstrated consistent financial growth, supported by prudent management and a stable client base. Our strong financial foundation allows us to reinvest in our business, maintain a highly qualified workforce, and continuously upgrade our technology. We have the financial resources and capacity to support long-term contracts, ensuring that the City of Rosemead receives consistent, high-quality service over time. Capacity and Resources Exigent Systems has the capacity and resources to meet the City of Rosemead's technology needs effectively. Our team is equipped with the latest tools and technology to provide secure, efficient, and cost-effective solutions. In addition, our strong vendor relationships allow us to offer competitive pricing and access to cutting-edge technology. Our scalable services ensure that we can address both the current and future needs of the City of Rosemead. We are committed to delivering reliable and continuous support, enabling the City to focus on its core mission of serving the community. Exigent Systems is not just a service provider; we are a dedicated partner focused on the long-term success of our clients. With our strong financial position, experienced team, and tailored local structure, we are well-equipped to support the City of Rosemead in achieving its technology goals. We look forward to the opportunity to collaborate with the City and provide the dependable, high-quality service that Exigent Systems is known for. Qualifications of the Firm Exigent Systems Inc., established in 2005, has nearly two decades of experience in providing specialized Information Technology (IT) services, particularly to public sector entities. With its headquarters in Redlands, California, Exigent Systems has grown to serve 21 clients, including three in the public sector. The firm employs a team of experienced professionals with a minimum of six years of experience in IT, with the senior leadership team possessing over 20 years of experience each. Pertinent Project Experience Public Sector 1. Riverside County Transportation Commission (RCTC) o Summary of Work: Provided comprehensive IT support including managed services, network administration, and cybersecurity services. o Total Project Cost: Not specified o Percentage of Work Responsible: 100% o Project Duration: 2016 - Present o Client Contact: Lisa Mobley, (951) 787-7141, Imobley@rctc.org o Adherence to Schedule and Budget: The project has been ongoing for eight years with adherence to schedule and budget, delivering reliable and consistent IT services. 2. Cal State Re -Entry Initiative (CSRI) o Summary of Work: Delivered IT support, including server administration, security management, and helpdesk services for the organization. o Total Project Cost: Not specified o Percentage of Work Responsible: 100% o Project Duration: 2010 - 2024 o Client Contact: Eric Goddard, (909) 327-2983, egoddard@csricenters.org o Adherence to Schedule and Budget: The project successfully ran for 14 years, consistently meeting both schedule and budgetary requirements. 3. City of San Marcos o Summary of Work: (Assumed) Provided IT services including server administration, cybersecurity, and managed IT services, providing two full-time o Total Project Cost: Not specified o Percentage of Work Responsible: 100% o Project Duration: 3 year contract term o Client Contact: San Marcos City Manager o Adherence to Schedule and Budget: Remained within budget Private Sector Experience Tactical Night Vision Corporation (TNVC) o Summary of Work: Provided managed IT services, including network security, server management, and end-user support. o Total Project Cost: Not specified o Percentage of Work Responsible: 100% o Project Duration: 2012 - Present o Client Contact: Jaimie Cross, (909) 796-7000, jaimie@tnvc.com o Adherence to Schedule and Budget: This project has been sustained for over a decade with strict adherence to both schedule and budget. Adherence to Schedule and Budget Exigent Systems Inc. has demonstrated consistent adherence to project schedules and budgets across all referenced projects, as indicated by their long-term relationships with clients and their unblemished record of contract completions without defaults. Their fast response times and senior -level involvement in all service tickets further ensure that projects are completed on time and within budget. For each project listed, Exigent Systems Inc. has maintained a focus on delivering timely, cost-effective IT solutions that meet the needs of their clients, while adhering strictly to the project timelines and budgetary constraints set forth at the onset of each engagement. Customized Service Plan for City of Rosemead Understanding of the City's Objectives and Work Requirements The City of Rosemead requires a qualified firm to manage and enhance its IT infrastructure. The primary objectives are to ensure the IT system's reliability, improve service quality, minimize downtime, and provide comprehensive support across various IT domains, including network administration, backup systems, security, help desk support, and technical consulting. The firm must work closely with city staff to support a broad range of IT needs, ensuring smooth, secure, and efficient operations across the city's facilities. Proposed Approach Our approach to addressing the City of Rosemead's IT needs is structured into three main phases: Initial Assessment, Implementation of Core Services, and Full Operation with Continuous Improvement. This approach leverages Exigent Systems Inc.'s experience and unique methodologies, ensuring a smooth transition and optimal performance of the city's IT infrastructure. Phase 1: Initial Assessment and Planning (0-30 Days) • IT Assessment/Audit: We will conduct a comprehensive IT audit to evaluate the current infrastructure, identify potential vulnerabilities, and document all hardware, software, and network configurations. • Stakeholder Meetings: We will hold initial meetings with city management and IT personnel to align on goals, expectations, and specific needs. • Transition Plan Development: A detailed transition plan will be developed, including timelines, resource allocation, and risk management strategies. Phase 2: Implementation of Core Services (31-60 Days) • On -Site Technician Deployment: A dedicated on-site technician will be assigned to provide day-to-day IT support according to the City's 4/10 schedule. The technician will ensure immediate response to IT issues and maintain continuous communication with city staff. • Security and Backup Enhancements: We will implement and verify backup solutions and security protocols, including remote monitoring, regular security updates, and establishing a 24x7 emergency support hotline. • Documentation and Training: Detailed procedural documentation will be developed, and city staff will be trained on key IT processes, security practices, and new systems. • Technology Business Plan: Develop technology plan for addressing any identified technical debt, systems weaknesses, or out of date hardware or software. Phase 3: Full Operation and Continuous Improvement (61 Days and Beyond) Routine Maintenance and Upgrades: Regular maintenance on servers, network equipment, and end-user devices will be performed. We will also schedule upgrades and replacements for outdated hardware and software. Ongoing Support and Monitoring: Continuous on-site and remote support will be provided, ensuring smooth IT operations. Regular monitoring of network performance, security threats, and user requests will be conducted through a Help Desk system. Quarterly Reviews and Reporting: Quarterly reviews with city management will be conducted to discuss IT performance, ongoing projects, and future needs. Detailed reports on system health, support activities, and inventory status will be provided. Timetable for Transition to Full Operation • Day 0-30: IT Audit and Transition Planning • Day 31-60: Deployment of Core Services and Staff Training • Day 61 and Beyond: Full Operational Support and Continuous Improvement Past Experience Exigent is the ideal partner for the City of Rosemead for several compelling reasons: Local Presence: We're practically neighbors! With our home office located in the same state, and our on-site staff based in the immediate area, we ensure that strategic planning meetings, server maintenance, and other technical needs are handled quickly and efficiently. Business & IT Alignment: Our approach prioritizes your strategic and organizational goals, letting them guide IT initiatives rather than the reverse. This ensures that IT budgeting and planning are in sync with your overall strategic direction. Proven Experience: Since 2005, we've been serving the municipal and government sectors in California. Our clients include the City of Redlands, Western Municipal Water District (WMWD), California State University Channel Islands (CSUCI), California State University San Bernardino (CSUSB), Riverside County Transportation Commission (RCTC), Western Regional Council of Governments (WRCOG), and the City of San Marcos. Comprehensive IT Support: We're large enough to offer a wide range of technical expertise across all IT disciplines—Security, Networking, System Administration, Helpdesk, and more—while still being small enough to provide personalized, concierge -level service. Security Focus: Exigent Systems Inc. combines the strengths of a Managed Services Provider (MSP) and a Managed Security Services Provider (MSSP). We adhere to NIST standards across all technology areas, ensuring risk mitigation and robust security for our clients. Key Staff Resources Dustin E. Hoffman President, Exigent Systems Inc. Office: Los Angeles, CA Primary contact for this engagement. • Bachelor of Science, Computer Science & Software Engineering • Two-time key presenter at IT security conference, DEFCON • Founder of Exigent Systems Inc. • More than twenty-five years of professional IT experience Dustin E. Hoffman is the President and Senior Architect of Exigent Systems Inc. He founded the firm in 2005 with the mission to create an enterprise IT firm featuring world-class talent, a high bar for operational excellence, and superior stakeholder support levels across the client organization. With a degree in Computer Science and more than twenty years of professional IT experience, he brings strong database, security, and Windows administration skills to bear on client issues across numerous sectors.His thought pieces and presentations consistently receive top billing before audiences of thousands of ITindustry professionals. Recent key projects: • Post -security breach investigation & remediation for a government client • NIST -800 implementation for a government client • Collocated datacenter migration to Azure for several non -profits and commercial clients • Virtualization project for a government client • LOB application SQL performance issue root cause analysis for four CA Department of Corrections Day Reporting Center sites Evan Rhoades Senior Administrator 3 & Service Manager Office: Redlands, CA (Exigent Systems headquarters) • Extensive enterprise experience managing thousands of end-points across the Western us • Azure & automation expert More than twenty years of professional IT experience as an enterprise systems engineer with exceptional skills across multiple operating systems. Evan has been on staff with Exigent Systems Inc for more than eleven years and brings extensive networking, storage, and automation skills to client engagements. He also operates as the Senior Service Manager for this engagement, overseeing the Service Supervisor. Recent key projects: • Multi -cloud automation and reporting for a for-profit enterprise • Comprehensive STEM migration for a municipality Thomas Kinsey Network Engineer Office: Redlands, CA (Exigent Systems headquarters) • Published author of numerous articles regarding security best -practices • Received grant to perform research on behalf of the National Institute of Standards and Technology (NIST), agency of the US Department of Commerce with a mission to promote innovation and industrial competitiveness More than twenty years of professional IT experience as a well-rounded systems engineer with strong programming skills administering both Windows and *nix environments Thomas Kinsey has been on staff with Exigent Systems Inc for more than fourteen years, and a practicing IT professional for more than twenty.. He brings extensive networking, storage, and programming skills to client engagements, solving problems deemed intractable by many. He also operates as the Senior Service Manager for this engagement, overseeing the Service Manager. Recent key projects: • Custom network access control code & integration for four CA Department of Corrections Day • Reporting Center sites • Immutable cloud backup strategy & implementation for a government client • CarbonBlack & SRP positive execution control for a government agency • Custom SIEM implementation for a government agency Nathan Kinsey Service Delivery Supervisor Office: Redlands, CA Nathan Kinsey will be the Service Delivery Supervisor for this engagement. Nathan has 6 years of Windows desktop and helpdesk experience, exceptional customer service skills, and Microsoft training. Jeff Michel On-site Technical Admin, Dedicated to City of Rosemead Office: Rosemead City Hall This Exigent Systems Inc staff member will be based near the the City of Rosemead for fast local response and the primary technician for on-site needs. References Exigent Systems Inc is proud of its outstanding history and track record of customer satisfaction. We present the following references for your consideration: Client and Contact Information Key Statistics Riverside County Transportation Commission (RCTC) 2016 -present Lisa Mobley, 951-787-7141, ImohlevOrctc.ora —130 end users Cal State Re -Entry Initiative (CSRI) 2010-2024 Eric Goddard, 909-327-2983, eaoddardlo csricenters.ora —70 end users Tactical Night Vision Corporation (TNVC) 2012 -present Jaimie Cross, 909-796-7000, iaimie5tnvc.com —30 end users Cost of Services Exigent Systems Inc proposes a flat monthly rate for the scope of work described in this RFP. Needs beyond the dedicated staff provided would be estimated/quoted as needed at our then -current rates. Flat -rate Monthly Recurring Charges Item Description Monthly Price One dedicated, on-site IT professional for the work described in this RFP $11,750 TOTAL MONTHLY $11,750 After Hours Support Item Description Monthly Price After hours support, remote or on-site, 2 hour minimum charge $300 / hour One-time Charges n/a Attachment G Proposal from Infinity Technology Services 00 INFINITY TECHNOLOGIES Northern California: 3017 Douglas Boulevard, Ste 300, Roseville, CA 95661 Southern California:17875 Von Karman Ave, Suite 150, Irvine, CA 92614 www.inftechnotogies.com ;�WINFINITY TECHNOLOGIES LETTER OF TRANSMITTAL PROPOSAL SUMMARY PROFILE OF FIRM Table of Contents 1 3 QUALIFICATIONSOF THE FIRM...................................................................................................................6 WORKPLAN................................................................................................................................................10 STAFFINGPLAN.........................................................................................................................................23 PROPOSEDINNOVATIONS........................................................................................................................27 PROPOSAL COST SHEETS AND RATES......................................................................................................29 PROFESSIONAL SERVICES AGREEMENT...................................................................................................31 APPENDIX...................................................................................................................................................32 17875 Von Karman Ave, Suite 150o inftechnologies.com ® (714) 676-8311 Irvine, CA 92614 00 INFINITY TECHNOLOGIES September 25, 2024 Ms. Amanda Moreno Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, CA 91770 RE: REQUEST FOR PROPOSALS (RFP) NO. 2024-28 1 INFORMATION TECHNOLOGY SERVICES Dear Ms. Moreno, Infinity Technologies is pleased to present our proposal to support the City of Rosemead's (City) in addressing its technological needs. We appreciate the opportunity to provide the City with an overview of our firm, service approach, key staff, qualifications, and proposed pricing for the requested services for your consideration. Infinity Technologies key team members previously had the privilege of working with the City from 2016 through 2019, as part of the Interwest Consulting Group team providing professional IT services, including Help Desk and project support. Our entire project team has extensive experience serving similar public agencies with quality services that have resulted in improved overall IT effectiveness. Their expertise in network infrastructure, cloud migration, cybersecurity, and a proven track record of delivering IT projects on time and within budget will be invaluable in leading this initiative. Infinity Technologies is focused on providing exceptional IT and Geographic Information Systems (GIS) support to more than 90 clients ranging from local government agencies to healthcare organizations and educational institutions. We believe our local government experience throughout California is second to none. Our team of IT and GIS professionals serve many similar municipal agencies, enabling our staff to offer insights, institutional knowledge, and innovative solutions to all our public agency clients. Our goal is to help you achieve seamless IT operations, enabling you to focus on your core business activities. By partnering with us, you can expect: Improved system reliability and uptime » Enhanced data security and compliance. Access to the latest technology and industry best practices. o A dedicated team committed to your success. With an established local presence and a robust team of qualified staff providing a variety of IT services and project support to similar public agencies throughout Los Angeles and Orange Counties, Infinity Technologies is positioned to manage the full suite of requested IT services. As an IT service provider specializing in serving public agencies, Infinity Technologies distinguishes itself and sets itself apartfrom otherfirms you may consider for the following reasons: 17875 Von an Ave, Suite 9150 2614infrechnologies.corn ® (714) 676-8311 00 INFINITY TECHNOLOGIES 1) LOCAL QUALIFIED STAFF FOR CONSISTENT ON-SITE SERVICES —We offer a team of local, qualified, and available IT professionals who are experienced in augmenting public agency IT staff and delivering comprehensive IT services. Providing local staff not only reduces response times while improving consistency for on-site services but also helps to ensure consistently high- quality services because we live in the communities that we serve. Our staff are not simply consultants - we endeavor to become integral assets to the clients we serve. 2) UNIQUE TEAM APPROACH— Infinity Technologies comprises a diverse team of individuals with abroad range of experience with public agencies, technical expertise, and skill sets. Our team of professionals includes a mix of business -oriented, community -oriented, and technology - oriented individuals. 3) ROUND-THE-CLOCK HELP DESK SUPPORT—Infinity Technologies serves clients as a one-stop shop. Our IT services include 24x7x365 Help Desk support, accessible by phone, web, or mobile device. Every Help Desk service call is routed directly to Infinity Technologies staff, who can address issues remotely and dispatch a local technician to address problems that require on- site presence. 4) CYBER SECURITY FOCUS & EXPERIENCE — Ransomware, phishing attacks, and other cyber threats are a constant and critical concern for any publicly accessible network. Our staff has the skills, experience, and access to resources to continually monitor and assess our client's systems and networks to remediate weaknesses and ensure better defenses against such threats. We also facilitate regular training and work with state agencies to protect our client systems. 5) NETWORK& SYSTEMS ASSESSMENT—Within the first 30 days of service, at no additional charge to you, Infinity Technologies will complete a current state Network and Systems Assessment, documenting the City's current IT infrastructure, offering recommendations, and highlighting areas of concern. 6) SPECIAL IT PROJECTS SUPPORT — Our key team members and deep bench of skilled IT professionals are available to manage and support the City's IT project needs, goals, and objectives. We are confident that our comprehensive approach, combined with our familiarity with the City's systems and needs, positions us to deliver innovative solutions that will support your IT objectives. We look forward to building a new partnership and are available to discuss our proposal further at your convenience. Thank you for considering Infinity Technologies to provide professional services to support the City's IT infrastructure needs. We are excited to contribute to the success of the City of Rosemead. Sincerely, �v Mohammad Ahmed President and CEO Infinity Technologies M: 916.273.46621 E: mahmed(cbinftechnologies.com ®an Ave,eSuit 9ISO2674"' inftechnolo ies.com g ` (714)676-8311 mooINFINITY TECHNOLOGIES PROPOSAL SUMMARY Infinity Technologies is eager to present our proposal for IT services for the City. Our proposal is tailored to meet the City's specific IT needs and outlines how we can assist the City in achieving its strategic IT goals and objectives. At Infinity Technologies, we understand the critical role that a robust IT infrastructure plays in driving organizational success. With our extensive experience and proven track record of supporting public agencies with managed IT services and a diverse portfolio of clients, we specialize in delivering tailored IT solutionsthat enhance operational efficiency, strengthen cybersecurity, and support strategic growth. Highlights and key features of our proposalfor IT Services: 1) Full-service IT management tailored for local government needs. With extensive Local agency experience in LosAngeLes and Orange counties, we understand the unique challenges and needs facing local government agencies. Our comprehensive suite of services and IT strategy will be tailored to the City with the goal of improving overall system reliability and performance, enhancing cybersecurity posture, optimizing IT costs, and ensuring compliance with relevant regulations. 2) Strategic Planning -We will partner with your IT staff to develop and implement IT strategies that align with your business goals, providing guidance on emerging technologies, infrastructure investments, and long-term planning. 3) Cybersecurity strategy focused on assessing and addressing critical vulnerabilities, implementing multi -layered security measures, continuous monitoring, employee training, and compliance with security standards and regulations, including the National. Institute of Standards and Technology (NIST) and the Cybersecurity and Infrastructure Security Agency (CISA). 4) Proactive approach to 24/7/365 support ensuring seamless operations. Our responsive after- hours support team will leverage the same resources and capabilities used during normal business hours, including live phone support, remote screen sharing, and on-site technical staff when required. 5) Budget -conscious Approach —We understand the fiscal responsibilities of public agencies and will collaborate with the City to identify critical needs and explore cost-effective solutions that resolve technical gaps efficiently. 6) We view ourselves as an extension of your staff, bringing a collaborative,solutions-oriented team of experienced Local professionals. City of Rosemead I Information Technology Managed Services INFINITY TECHNOLOGIES We take pride in our locally based, experienced team who are well -versed in the specific needs of public sector clients. Our staff members have extensive experience working with agencies like yours in Los Angeles and Orange County, where we have successfully implemented robust IT solutions improving efficiency, security, and service delivery. Our team's familiarity with local regulations and requirements allows us to provide responsive, knowledgeable support immediately applicable to the City's operations. Our detailed proposal is presented in the following sections, highlighting our firm experience and qualifications, service plan key staff, approach, and proposed fee for providing comprehensive IT Services meetingthe City's needs and objectives. Contact Personnel As a summary, we have provided a list of the key team members of our proposed delivery team. We will also include this information as a separate sheet as requested in the City's RFP. Mohammad Ahmed I Project Oversight Jerry Moore I Chief Network Engineer Hector Martinez I Project Manager Jonathan Lai I Onsite ITTechnician CesarVazquez I Systems Engineer Daniel Martinez I Systems Engineer Kevin Vazquez I fTTechnician City of Rosemead I Information Technology Managed Services Email: mahmed(a)inftechnologies com Office: (916) 273-0662 Email: imooreCoNnftechnolo ies.com Office: (916 314-5040 Email: hmartinezCalinitechnoto¢ies.com Office: (714) 409-3611 Email: ila0inftechnolo 'es.com Office: (323) 923-2631 Email: cvazauezCalinftechnologies.com Office: (714) 202-0255 Email dmardnezainftechnolo 'es.com Office: (626) 247-8003 • ooINFINITY TECHNOLOGIES PROFILE OF FIRM Infinity Technologies specializes in information technology (IT) and geographic information systems (GIS), bringing forward -thinking solutions and personalized services to organizations throughout California. We currently serve over 90 clients in various industries and employ 62 individuals. Our team is trusted by organizations of aLL sizes in Local government, nonprofit, healthcare, education, and professional services. We are a diverse and highly trained group of professionals with tremendous hands-on knowledge and relevant experience —and, more importantly, we are problem solvers by trait. We're dedicated to supporting our clients by handling the pressures of today while also planning for the needs of tomorrow. Office Locations Northern California 3017 Douglas Blvd., #300 Southern California 17875 Von Karman Ave., #150 Nevada 2300 West Sahara Ave., #800 Roseville, CA 95661 Irvine, CA 92614 Las Vegas, NV 89102 (916)224-2736 (714)676-8311 (702)323-8598 Company History Infinity Technologies has provided local government agencies with personalized IT services since 2007. Initially, under Interwest Consulting Group (Interwest), Infinity Technologies focused on serving local government agencies and established its reputation inthe industryas a high-quality, prompt, and reliable partner. In 2021, Infinity Technologies branched from its partnership with Interwest to establish itself as an independent firm, retaining its talented team and 100% of its client base. Since then, Infinity Technologies has expanded in size, reach, and service offerings – and is proud to serve more than 90 organizations in various industries. Our Services Infinity Technologies provides flexible on-site and remote services, including but not Limited to: Information Technology • Comprehensive Managed IT Services • Cloud Services • 24/7/365 Help Desk • Network and Cyber Security • Data Recovery and Backup Planning • Email Server / Mobile Device • Network Design and Build Administration Geographic Information Systems • Enterprise Web GIS Application • Data Development, Design, and Development Maintenance • ArcGIS Enterprise Implementation and • GIS Integration with Third -Party Systems Upgrades • Assessments and Trainings City of Rosemead I Information Technology Managed Services INFINITY TECHNOLOGIES Local Organizational Structure Project Oversight Quality Control and Assurance Project Management Client Management Infrastructure Assessment Assessment/Recommendations Training Network Infrastructure Setup System Performance Assessment Process Automation End -User Training Troubleshoot Systems Perform Maintenance Assist Network Setup Design and implement infrastructure Optimize System Performance Design and implement infrastructure Optimize System Performance Cesar Garcia Patrick Lopez EdgarZacadas Ju Sung City of Rosemead 1 Information Technology Managed Services 4 moo INFINITY TECHNOLOGIES Financial Stability, Capacity, and Resources Infinity Technologies is a privately held S -Corporation with no debt, positive cash balances and overall healthy financials. Infinity Technologies is focused on serving local government agencies and has established its reputation in the industry as a high-quality, prompt, and reliable partner. Our objective is to provide tailored solutions and deliver consistency and longevity in service excellence to every client. With this in mind, we endeavor to improve our service deliveryyear after year, throughout the term of the contract. With years of hands-on experience and a passion for problem -solving, our team is committed to partnering with our clients to meet specific needs and business goals over the near and longterm. We tailor our approach and remain flexible to meet your evolving needs, fostering a trusted, long-lasting partnership. We maintain a robust team of IT specialists, project managers, and support staff, ensuring thatwe have the capacity to take on additional work without compromising the quality of our services. Our firm has a long history of balancing multiple projects simultaneously while meeting all deadlines and client expectations. Resource Scalability: Our workforce is structured to scale up or down depending on project demands. If needed, we can quickly onboard additional IT staff to meet increases in workload. Proactive Scheduling: We prioritize resource allocation to ensure that every team member is adequately supported, thereby maintaining elevated levels of efficiency and focus. Building trusted partnerships and long-term relationships with our municipal clients is key to our overall approach and organizational goals. Through years of experience serving public agencies, we have developed a service model that has proven to be a valuable design for providing IT Services to local government agencies. With this framework as a starting point, we continually collaborate with each individual client to personalize our service approach and service deliveryas a collaborative effort to meet your specific needs, goals, and objectives year after year. Lawsuits/Pending Litigation We do not have any conflicts of interest, pending litigation or threats of litigation and confirm the firm has not been involved in any projects where claims or settlements were paid by Infinity Technologies or its insurers within the last five years. City of Rosemead I Information Technology Managed Services %�WINFINITY TECHNOLOGIES QUALIFICATIONS OF THE FIRM As a byproduct of serving local government agencies for over 17 years, we have gained considerable insights into the unique IT service needs required to operate these agencies daily. As a result, we are recognized Leaders in the delivery of a full suite of IT consulting services, including network engineering, security, and integration solutions. Since 2007, Infinity Technologies has provided a comprehensive suite of managed IT services and remote access support to public agencies and private clients, including organizations Like the San Joaquin Regional Rail Commission (Ace Rail) and various local government agencies. We currently support several agencies with transitioning from on -premises infrastructure to virtual servers and converting applications to cloud -based Software as a Service (SaaS), including clients Like the Cities of Eastvale, Wildomar, Half Moon Bay, Bell, and others. Additionally, Infinity Technologies has implemented cybersecurity measures for over 45 clients, includingcities such as Dana Point, San Juan Capistrano, and Rancho Santa Margarita. Current Public Municipality Clients Provided below is a list of major clients we currently support: 1) City of Bell (IT/GIS) 2) City of Eastvale (IT/GIS) 3) City of Pico Rivera (IT/GIS) 4) City of Laguna Niguel (IT/GIS) 5) City of San Juan Capistrano (IT/GIS 6) City of WiLdomar (IT/GIS) 7) City of Paramount 8) City of Signal Hill 9) City of Dana Point 10) City of La Mirada 11) City of La Palma Pertinent Project Experience/References 12) City of Rancho Santa Margarita 13) City of Stanton 14) City of Tustin 15) City of Half Moon Bay 16) First 5 California 17) San Joaquin Regional Rail Commission 18) Stanislaus Council of Governments 19) Stanislaus Regional Transit Authority 20) Tahoe Transportation District 21) Town of Atherton (IT/GIS) 22) Town of Truckee Our public agency references can attest to our commitment to providing both as needed IT support and the full range of IT services to public and local government agencies. We have included four public municipalities and two private sector clients as examples of our related project experience. City of Rosemead I Information Technology Managed Services INFINITY moo TECHNOLOGIES City of Paramount Grissel Chavez Assistant City Manager 16400 Colorado Ave. Paramount, CA 90723 (562)220-2022 gchavez paramountcitycom City of Bell Javier Ochiqui Assistant to the City Manager 6330 Pine Ave. Bell, CA 90201 (323) 773-1596 iochiquiCa Cityofbell.org Summary of Work Performed: Since 2022, Infinity Technologies has provided comprehensive IT services to the City, including both on-site and remote assistance providing 24/7 Help Desk support, project development, network and security administration, application development, and IT project management and support. We have successfully supported various projects including IT equipment relocations and website implementation support on time and within budget. Total Project Cost: $334,000 annually % Work Performed: 100% Contract Period: April 2022 - Present Summary of Work Performed: Infinity Technologies has served as the City's contract IT department since 2014. We provide comprehensive IT services, including 24/7 Help Desk supportfor the City and its Police Department Dispatch Center, oversee and maintain computers, network applications, repair services, system security, and IT project management support. Over the years, we have completed several projects on time and within budget. We are currently managing several projects including cybersecurity upgrades, OpenGov support, AN improvements, equipment relocation, and police department upgrades. Total Project Cost: $254,000 annually % Work Performed: 100% Contract Period: 2014 - Present City of Rosemead I Information Technology Managed Services 00 INFINITY TECHNOLOGIES City of La Mirada Anne Haraksin Assistant City Manager 13700 La Mirada Blvd. La Mirada, CA 90638 (562) 943-0131 aharaksin@cityoftamirada.org City of Signal Hill Sharon del Rosario Administrative Services Officer/ Finance Director 2175 CherryAvenue Signal Hill, CA 90755 (562)989-7319 sdetrosario@cityofsignathi[L.org Summary of Work Performed: Since 2019, Infinity Technologies has provided the City with comprehensive IT Services, including both on-site and remote assistance including 24/7 Help Desk services, user desktops and laptops, software and applications, network administration and maintenance, security, and IT project support. Each project budget and schedule has been completed on time and within budget. Total Project Cost: $252,000 annually % Work Performed: 100% Contract Period: June 2019 - Present Summary of Work Performed: Since 2022, InfinityTechnologies has provided the City with full-service IT support, including 24/7 Help Desk, strategic planning and oversight, project management support, desktop administration, business continuity planning, network administration and security, and IT procurement support. Completed projects include firewall and access point installation, police department server projects, phone system conversion, and Microsoft SQL server upgrades. We have adhered to each project's required schedule and budget. Total Project Cost: $180,000 annually % Work Performed: 100% Contract Period: December 2022 - Present City of Rosemead I Information Technology Managed Services moo INFINITY TECHNOLOGIES Saint John's Program for Real Change Jose Dominguez Chief Operations Officer 2443 Fair Oaks Blvd., #369 Sacramento, CA 95825 (916) 453-1482 jdominguez@saintjohnsprogram.org BPR Consulting Group Ron Beehler Director of Client Services 316 Tejon Place Palos Verdes Estates, CA 90274 (916) 204-3178 rbeehier@bpr-grp.com Summary of Work Performed: Infinity Technologies' staff has provided Saint John's Program for Real Change with professional IT services and support since 2022. Our staff provides on-site and remote support for the agency's mission -critical systems, including desktops, network equipment, software, email systems, mobile devices, and server management. We have also completed several projects, including security upgrades, workstation migration, SharePointtrackingtools, and computer refresh. We have adhered to each project's requested schedule and budget. Total Project Cost: $73,000 annually % Work Performed: 100% Contract Period: November 2022 - Present Summary of Work Performed: Infinity Technologies delivers comprehensive support to BPR Consulting Group, including proactive remote monitoring and management to ensure systems run smoothly and securely. Our team provides Remote help desk support and addresses user issues efficiently, minimizing downtime and disruptions. Additionally, we have supported various IT projects including specialized tasks such as developing and implementing a customer relationship management (CRM) system and permit tracking solutions. Each project budget and schedule has been completed on time and within budget. Total Project Cost: $72,000 annually % Work Performed: 100% Contract Period: August 2023 - Present City of Rosemead I Information Technology Managed Services 00 INFINITY TECHNOLOGIES WORK PLAN Understanding of City's Objectives and Work Requirements We have reviewed the City's current technical environment summary and Scope of Services and have designed comprehensive IT services to strengthen the cost-effectiveness, quality, and productivity of the City's IT services. We understand the successful contractor will serve as the City's IT staff and will be responsible for the following: 1) CitytoProvide a. Assistance with training on office procedures, procurement, policies, and behavior standards. b. Procurement of new equipment and planned replacements in conjunction with the new contractor. c. Contractor with a confidentiality clause requiring signature and adherence to all information remaining confidential under penalty of law. 2) Contractor Responsibilities -This set of responsibilities covers both day-to-day IT management and strategic oversight, ensuring smooth operations, proactive support, and alignmentwith City goals. a. Provide knowledgeable, trained technical staff to fulfill the City's IT needs: i. Afull-time on-site support technician to cover the City's regular hours Monday to Thursday (7:00 am to 6:00 pm). 1. The technician will work outside regular hours, when necessary to work on routine server maintenance, project work, and for City Council meetings as needed. ii. Assign an Account Manager responsible for the monthly schedule of on-site technicians, coordinating emergency coverage, managing billing and other administrative tasks. 1. The Account Manager will hold monthly meetings with the City's IT overseer to review performance, issues, and plans. b. Backup Staffing: L Ensure the availability of backup staff to handle major issues, staffing shortages, or planned system upgrades. 1. Backup personnel will be prepared to quickly address any significant or urgent IT issues that arise. c. Backup Plans and Documentation: i. Develop comprehensive backup plans for active servers and create procedural documentation for managing them. ii. Digitally archive all critical backup processes and ensure they are readily available in case of emergencies. d. 240 Support Hotline: i. Provide a round-the-clock support hotline for after-hours emergencies. ii. Provide remote support when possible and, if needed, ensure a technician arrives on-site within two hours of a request. City of Rosemead I Information Technology Managed Services 10 00 INFINITY TECHNOLOGIES e. End -User Training: i. Provide end-user training sessions for City employees as needed, initiated at either the City's request or as identified by the contractor. ii. Training will focus on various technologies used by City staff, ensuring smooth operations and a good understanding of ITtooLs. f. Timely and Professional Services: i. Offer timely, professional IT services and work coLLaborativelywith City staff and other contractors. ii. Regular updates, reports on issues, accomplished work, and overall network health will be provided. iii. Recommendations on improving City processes will also be made as needed. g. IT Policy Enforcement: i. Ensure that all City policies regarding the use of information technology resources are enforced consistently. h. Hardware Inventory and Disposal: i. Provide quarterly reports on the City's hardware inventory. ii. Ensure the proper and legal disposal of surplus electronic equipment following applicable regulations. i. IT Audit and Business Plan: i. Conduct a comprehensive IT audit within the first 30 days of engagement. ii. Draft and present an IT Business Plan within the first 60 days of the contract to outline goals, strategies, and processes for improvingthe City's IT infrastructure and services. 3) IT Services Requested -We understand the successful contractor will serve as the City's IT staff and will be responsible for all facets of the City's IT functions, including: a. Desktop Support b. Computer Operations c. Security Administration Support Approach to Requested Scope of Services d. Network Administration and Systems Support e. Planning and Project Management f. Communication and Analysis In this section, we summarize our approach to delivering the City's required services. Each service is designed to deliver a secure, efficient, and scalable IT environment that meets the City's needs while optimizing operational performance. DESKTOPSUPPORT m Our designated support technician and Help Desk support services provide a structured approach for meeting the City's IT needs and expectations. 1. Help Desk Support for Problem Resolution and Installations/Upgrades: Our Help Desk system is equipped to receive requests through various channels (in-person, phone, email) and consists of an intake process that logs the request with necessary details (user City of Rosemead I Information Technology Managed Services 11 00 INFINITY TECHNOLOGIES information, issue type, urgency). The system utilizes a ticketing approach to log, monitor, and resolve issues. Our technicians will: • Prioritize requests based on impact and urgency (e.g., system downtime, critical application failure). • Provide immediate resolutions or schedule follow-ups for more complex issues. • Maintain a friendly and approachable demeanor for all inquiries, ensuring a positive user experience. • Ensure all incoming requests are entered into the system and assigned a unique ticket number. • Track progress, document resolutions, and follow up to ensure issues are closed satisfactorily. • Generate monthly reports showing types of issues, resolution times, and open/pending cases. These reports can help to identify trends and areas for improvement. 2. Responding with Resolution/DiagnosisAccording toPrioritization: • We will respond to and resolve all requests and issues according to prioritization and within agreed service levels. • Communicate to aLL users the expected resolution timeline and regular updates on the progress of more complex issues. • Explain diagnoses and solutions in plain language and clarifying steps users can take to avoid recurring issues, avoiding technicaljargon to ensure users understand the issue and resolution steps. 3. Assisting with Hardware and Software Purchases and Warranty Support: • Our technician will work closely with City staff to recommend hardware and software purchases that meet the City's needs and budget, including: o Research and suggest cost-effective and efficient hardware and software that aligns with user requirements. o Assist in processing warranty claims and coordinating technical support with vendors to ensure timely repairs or replacements. 4. Special Projects and Tasks: • Our technician will work on special projects and task assignments as necessary to: o Setup and Configure New PCs: Prepare new PCs by installingthe latest operating systems and ensuring software Licenses are valid. o Maintain Desktop Software Versions: Regularly audit desktops to ensure software is up to date. Schedule and execute updates during non -peak hours to minimize user disruption. o Troubleshoot Applications: Be proactive in identifying common application issues, providing users with tips and quick fixes where appropriate. Collaborate with application vendors fortechnical support if needed. City of Rosemead I Information Technology Managed Services 12 00 INFINITY TECHNOLOGIES o Conduct Hardware and Software Inventory: Maintain an up-to-date inventory of hardware and software assets, recording serial numbers, warranty dates, and version details. This will assist in making informed decisions for upgrades and replacements. o Perform Hardware Installations/Modifications: Conduct regular checks on City hardware, ensuring all equipment is functioning properly, executing modifications or repairs as necessary, and keeping the City's infrastructure optimized for performance. COMPUTER OPERATIONS Our approach to overseeing computer operations will include the execution of scheduled processes to ensure efficient computer operations, proactive monitoring, and system health maintenance. 1. Process and Security Log Reviews: • Regularly review Logs to confirm normal execution, performance, and detect unusual activity or security threats. 2. Preventive Maintenance: • Schedule and perform routine maintenance tasks (e.g., system updates, hardware checks) to prevent downtime and ensure system health. 3. Server Monitoring & Capacity Management: • Continuously monitor server performance to prevent overloads and manage capacity to ensure efficient resource allocation. 4. Backups and Restoration: • Perform regular backups, rotating them appropriately, and restore data when necessary. 5. Network Activity Records: • Maintain comprehensive Logs of network activities and events for security and troubleshooting purposes. 6. Monitoring Server& Network Status: • Continuously monitor the health and status of servers and the network, ensuring prompt issue resolution. 7. Software Updates: • Keep track of software versions, ensuring necessary updates and patches are applied to maintain security and performance. 8. Process & Operational Documentation: • Maintain detailed and up-to-date documentation of processes and procedures for operational consistency. City of Rosemead I Information Technology Managed Services 13 00 INFINITY TECHNOLOGIES 9. Hardware & Software Asset Management: • Maintain accurate records of hardware and software assets, including acquisition dates, warranties, maintenance agreements, and repair contacts. SECURITY ADMINISTRATION SUPPORT QN Our approach will ensure the City's network and IT resources are managed securely, following both industry best practices and City policies to maintain robust defenses against cyber threats. 1. Network User Access Administration: • Manage and control user access rights based on City approvals. Regularly review and adjust access to maintain security. 2. Global and Group Security Policy Management: • Implement and enforce global and group security policies as per the City's guidelines, ensuring uniform security controls across the network. 3. Quarterly Wireless Scans for PCI Compliance: • Conduct quarterly scans to detect and address unauthorized wireless access points, ensuring the City's compliance with PCI security standards. 4. Network and Systems Security Administration: • Oversee the security of network devices and systems and maintaining detailed records of security configurations and operations for audits and reviews. S. Intrusion and Threat Monitoring: • Continuously monitor security threats such as intrusion attempts, attacks, and viruses using security monitoring tools and antivirus software. 6. Firewall Management and Updates: • Configure firewalls to safeguard the network from external threats and perform regular updates to keep firewall software current and secure. 7. Patch Management: • Regularly update servers, workstations, and other network appliances with the Latest security patches to protect against known vulnerabilities. B. Breach Notification: • Immediately notify City personnel of any suspected security breaches to ensure rapid response and containment. City of Rosemead I Information Technology Managed Services 14 moo INFINITY TECHNOLOGIES NETWORK ADMINISTRATION AND SYSTEMS SUPPORT I VP" Our support technician is expected to ensure the City's network and systems operate efficiently, with minimal downtime, by managing both routine and critical ITfunctions. Routine maintenance and minor system updates, such as server patches, may be scheduled for Fridays when City Hall is closed. After- hours or weekend work may also be required for major upgrades or emergency troubleshooting. 1. Maintaining all network equipment (switches, firewalls, routers, etc.). • Manage and maintain switches, firewalls, routers, IP phones, and other security devices to ensure reliable and secure network operations. • Perform regular maintenance, firmware updates, and configuration changes as needed to keep the network infrastructure functioning optimally. 2. Managing backup and disaster recovery systems. • Oversee the implementation and maintenance of robust backup solutions for server data, configurations, and critical systems. 3. Handling installation and updates for printers, scanners, and software. • Deploy, configure, and maintain printers, network copiers/scanners, and other network - connected devices. • Manage group policy settings, software updates, and maintain a comprehensive citywide network diagram. 4. Monitoring network performance and capacity, includingdevice configurations. • Continuously monitor network and network device performance, identifying bottlenecks or issues. • Perform diagnostics and tuning activities to ensure the network operates at peak efficiency. 5. Maintaining configuration management and record-keeping for the network and servers. • Configure and update network devices and servers with the latest firmware, software versions, and security patches. • Maintain comprehensive configuration management and record-keeping for network and server components. 6. Monitoring and planning for network, network device, and server capacity. • Closely monitor network, network device, and server capacity to identify the need for upgrades or expansions. • Develop and implement plans to scale the IT infrastructure to meet the City's growing demands. 7. Updating server operating systems. • Ensure server operating systems are kept up to date with the latest security patches and feature releases. City of Rosemead I Information Technology Managed Services is 00 INFINITY TECHNOLOGIES • Manage the deployment and configuration of server operating system updates. 8. Managing anti-malware software and keeping it up to date. • Implement and maintain robust anti-maLware software across the City's IT infrastructure. • Keep the anti-maLware solutions up to date with the latest virus definitions and threat signatures. 9. Coordinating with other City service providers. • Collaborate with other City departments and service providers to ensure seamless integration and support for IT infrastructure. • Serve as a technical liaison to facilitate the resolution of any cross -functional issues. 10. Troubleshooting and resolving network communication problems reported through the IT Help Desk or identified by support technicians. • Respond to and resolve network communication issues and other IT -related problems reported through the Help Desk or identified by support technicians. • Diagnose the root cause of problems and implement appropriate solutions to restore normal operations. PLANNINGAND PROJECT MANAGEMENT dm Support technicians are expected to work closely with the IT Services Manager to provide the necessary planning, project management, and coordination support to ensure the City's information systems projects are successfully executed and aligned with the organization's strategic objectives. 1. Analysis of information system needs: • Support the IT Services Manager in assessing the City's current and future information systems requirements. • Gather and analyze data to identify areas for improvement or new technology needs. 2. Long-range information systems planning and forecasting: • Collaborate with the IT Services Manager on developing strategic plans for the City's information technology infrastructure. • Forecast future technology trends and requirements to ensure the City's systems remain up-to-date and effective. 3. Researching and evaluatingtechnical solutions: • Investigate and evaluate various hardware, software, and service offerings that could meet the City's information systems requirements. • Provide recommendations to the IT Services Manager based on thorough research and analysis. City of Rosemead I Information Technology Managed Services 16 %00%INFINITY lam\ TECHNOLOGIES 4. Acquiring quotes: • Obtain pricing and product information from vendors for potential technology solutions. • Assist the IT Services Manager in comparing quotes and negotiating favorable terms. 5. Preparing project implementation plans and timelines: • Develop project plans, includingtimelines, milestones, and resource requirements. • Ensure project plans align with the City's overall IT strategy and goals. S. Coordinating with City staff and contractors: • Interact with various City departments and external service providers to facilitate the successful implementation of information technology projects. • Coordinate activities, share information, and address cross -functional issues that may arise. 7. Conducting project meetings: • Schedule and lead regular meetings with project stakeholders to review progress and address challenges. • Maintain clear communication and documentation throughout the project lifecycle. 8. Preparing project status reports: • Regularly monitor and document the progress of information technology projects. • Compile status reports for the IT Services Manager and other key stakeholders. COMMUNICATIONANDANALYSIS(�—_ Support technicians will be capable of engaging in clear, concise, and professional communication to ensure their interactions with the City are productive and build strong working relationships. Our approach emphasizes responsiveness, accuracy, and rapport -building through ongoing dialogue and documentation. We will continually work and strive to provide: 1. Clear and Consistent Communication • Verbal Communication: Support technicians will use straightforward language, avoiding overly technical jargon when communicating with non-technical staff. Regular phone or video calls will be scheduled to address issues, updates, and inquiries promptly. • Written Communication: Technicians will provide detailed yet concise reports and status updates. Email correspondence, ticketing system notes, and project documentation will be clear, well -structured, and easy to understand. 2. Timely Response and Reporting • Proactive Engagement: Support technicians will anticipate potential issues by monitoring systems and regularly updating the City on system performance, project milestones, or potential risks. City of Rosemead I Information Technology Managed Services 17 00 INFINITY TECHNOLOGIES Response to Issues: For incidents, technicians will respond promptly, adhering to agreed- upon SLAs. Timely communication ensures that the City is informed throughout the troubleshooting and resolution process. 3. Building Rapport Understanding Client Needs: Technicians will invest time in understanding the City's specific technical and operational needs, including long-term goals. Fostering Collaboration: Open collaboration with City staff fosters a cooperative environment. Regular check -ins, personalized recommendations, and soliciting feedback ensure that support efforts are aligned with the City's expectations. Overall Approach Our overall approach to providing IT -managed consulting services integrates our knowledge of public agency IToperations with a commitment to continuous improvement and a focus on IT best practices so we can be adaptable and adjust to your changing needs. As an overview, Infinity Technologies' service approach to ensuring the stability of IT operations on a day-to-day basis is structured around 5 key features: 1. IT STRATEGY LEAD Our Project Managers are committed to the success of every client and will plan for and collaborate with our team to deliver end-to-end support. The Project Manager will lead our IT team, prioritize work efforts, and focus on strategies to elevate services beyond your operational needs. Technical leadership and executive oversight will focus on recommending IT Best Practices and ensuring the timely completion of projects and performance at a level of service that is adaptable to meet the City's evolving needs. City of Rosemead I Information Technology Managed Services 18 00 INFINITY TECHNOLOGIES » Knowledge Share/Guidance » Strategic Planning Assistance » Management Level Reporting and Audits » Budget Planning » IT Best Practices, Policies, Procedures, and Recommendations » IT Procurement » Management of Vendor Relations 2. PROACTIVE REMOTE MONITORING & MANAGEMENT TOOLS Infinity Technologies utilizes advanced monitoring tools to ensure real-time visibility into network, servers, and appLicationsto allow for proactive management and the abiLityto resolve issues before they impact the operations. We can also produce statistical data in real-time for status review and reporting. Infinity Technologies understands that public agency IT platforms serve their stakeholders around the clock. Our team is trained to initiate proactive system monitoring for signs of failure prior to an outage to help ensure maximum up -time. 3. ON-SITE SERVICES TEAM In addition to our proposed on-site staff, our Local team members can be on-site as needed to respond quickly to the City's support needs and include skilled and experienced technicians capable of providing an elevated level of support to ensure we meet Service Level Agreement expectations. Our technicians are experienced problem solvers who will provide responsive support and forward -thinking solutions. 4. REMOTE HELP DESK SUPPORT TEAM InfinityTechnoLogies is structured to operate around the clock 24 x 7x 365 supported by a tactical on-call team available for after-hours and emergency support. Our objective is to facilitate the resolution of your concerns and issues as quickly as possible through a single point of contact. Our Help Desk Team Lead will coordinate with on-site Technicians to ensure responsive support for requests and escalated tickets when requested to maintain the City's IT systems and infrastructure. This key resource is instrumental in overseeing our Help Desk services to ensure our clients receive responsive support that consistently exceeds our response time commitments. 5. CYBER SECURITY FOCUS Infinity Technologies implements a comprehensive strategy for protecting digital assets, data, and IT infrastructure from a wide range of cyber threats. We will identify and assess potential cyber threats, vulnerabilities, and risks specific to each organization and develop strategies to mitigate identified risks, including deploying security controls and best practices. We support our clients with security policy development, incident response, and disaster recovery planning. Infinity Technologies utilizes continuous monitoring tools to detect and respond to threats in real time, reducing the Likelihood of successful attacks. We also continually monitor security trends, support development of a security incident response plan, and provide regular security awareness training to educate employees on recognizing and avoiding cyber threats atno additional cost. City of Rosemead I Information Technology Managed Services 19 moo INFINITY TECHNOLOGIES Timetable for Transition Our approach to onboarding, integrating our staff, and implementing services into City operations begins with the team kickoff meeting. As early as possible, we will collaborate with City staff and prioritize fine tuning a Transition Plan to ensure a seamless transition from the City's current IT service provider and the full implementation of our IT services and operations within 30 days. During the transition period, we will prioritize discussions with key City staff and the current IT provider to identify and understand any current risks and vulnerabilities to establish priorities and timelines. We will thoroughly analyze each risk to develop a remediation plan with strategies focused on the most critical issues with the greatest operational impact. As issues evolve and emerge, our team will regularly review, identify, analyze, and address risks on an ongoing basis. Planning and consistent communication is key— our approach to successfully integrating with staff and implementing services involves two key components: 1) Transition Plan Our team will be on-site week one and will utilize the expertise of multiple team members to develop a cohesive Transition Plan. During this phase, our team will focus on discovery and documenting the technological a nvironment to gain a keen understand ing of the current systems and infrastructure. Our Transition Plan will specify the tasks, activities, and timeline required to effectively transition IT resources and services for all City departments. We will meet with and shadow the current IT vendor to assess the technology environment and will create documentation for managing priorities and key information, including: » Review of current initiatives. » Identify critical issues. » Organize technical information, processes, and procedures. » Document passwords and systems for ongoing maintenance. » Soft ITAssessment of IT Operations » Systems and Services » Develop Action Items and Resolution Schedule » Transition/Handoff from Previous Vendor » Current Fiscal Year IT Budget » Current IT Projects and Goals » IT Budget Planning and Future IT Projects Our team will implement a transition plan that minimizes disruption and enhances a smooth integration of our services and personnel. 2) Communication Plan Our team will be flexible and responsive and facilitate open and clear communications with weekly cadence meetings to ensure a smooth transition and handoff from your current IT vendor. Our goal is to build confidence through consistent communications to ensure the City's user base is secure with the transitioning services process. Our team will tailor a plan to ensure effective communication of the process, schedule, and key contact information to City staff and stakeholders. The plan will include specific messaging and City of Rosemead I Information Technology Managed Services 20 moo INFINITY TECHNOLOGIES timing of communications throughout the transition process to ensure that all parties are updated on transition status, key dates, contacts, and tasks to be completed during the transition period. 3) Assessment of the Current IT Environment Infinity Technologies will assess the City's current IT environment to identify gaps, risks, and areas for improvement and document our findings and recommendations within 60 days. This assessmentwiLL be provided at no additional cost. Our Project Manager will oversee all aspects of the transition and implementation of services, working closely with the City to integrate our staff and implement new services seamlessly. We will ensure key milestones are met during the transition and throughout the stabilization period. Related Service Experience Infinity Technologies has extensive experience partnering with public agencies of comparable size and scope, providing a comprehensive range of IT services that include systems administration, network operations, security compliance, and strategic planning. We understand the unique challenges and regulatory requirements that public sector organizations face, and have successfully implemented solutions that enhance operational efficiency, ensure data security, and support mission -critical initiatives. Our proven track record in this sector demonstrates our ability to meet the specific needs of public agencies while maintainingthe highest standards of service delivery. Infinity Technology has engaged with similar local government clients, successfully delivering tailored IT solutions that address their unique operational challenges and regulatory requirements while consistently achieving elevated levels of client satisfaction. We currently work with several public agencies, including the following Cities: Cityof Bell Managed lTServicesProvider Ciryof La Mirada Managed ITServices Provider City of Paramount Managed IT Services Provider CilyofSignal.Hill Managed lTServicesProvider 5 2014 -Present $254,000 4 2019 -Present $252,000 4 2022 -Present $334,000 4 2022 -Present $180,000 City of Rosemead I Information Technology Managed Services 21 00 INFINITY TECHNOLOGIES SUCCESSFUL PUBLIC AGENCY PARTNERSHIPS Of BEGG Q .. .. (al Bell Laguna Niguel Dana Point Signal Hill $V nA.., Tustin Stanton Wildomar Pico Rivera Of l R M/ Paramount La Mirada San Juan Capistrano La Palma City of Rosemead I Information Technology Managed Services 22 moo INFINITY TECHNOLOGIES STAFFING PLAN Our proposed staffing plan offers a tactical team of technicians who will serve the City through a hybrid model of on-site and remote support to effectively deliver the City with comprehensive IT Department coverage. Our plan will provide the City with a dedicated team to meet your specific IT support needs through a combined level of effort with two options for the City to consider. Each option includes unlimited 24/7 Remote Help desk coverage. Option 1 -Our hybrid service delivery team includes: » Account Manager (Hector Martinez) — Our Account Manager will provide technical leadership, oversight, and advanced network support as needed. As technical subject matter expert and strategy leader, Hector will provide technical oversight and strategic planning support for up to 8 hours per month (hybrid support). » On -Site Support Technician (Jonathan Lai) -Our proposed Technician will provide support for the City's needs for 8 hours per day, 4 days per week on-site during normal business hours. The Technician will be on-site 32 hours per week with a flexible schedule based on the City's preference and can be adjusted to meet after-hours support needs. 24/7 Remote Help Desk - Infinity Technologies' Help Desk services are inclusive of an around- the-clock commitment ensuring that our competent technicians are available to field all calls, emails, and requests for service 24x7x365. Our Help Desk team will supplement the on-site Technician, providing responsive coverage when the Technician is off-site. Our cloud -based online support portal allows users to submit support tickets from their PC desktops, laptops, or mobile phones. This service provides unlimited remote support and coverage. Option 1 offers a total of 136 hours of personalized support per month +24/7,Remote Help Desk services.. Option 2 —This option includes the same service delivery team as noted above, with the only exception being that our On -Site Support Technician will be on-site for a total of 40 hours each week (32 additional hours per month). Option 2 offers a total of 168 hours of personalized support per month +24/7 Remote Help Desk services. After -Hours Support Our dedicated team of after-hours technicians is available 24/7/365 to address any needs that occur outside of the City's regular business hours. We commit to responding to after -hour requests within 30 minutes, and escalation to supplemental resources if the primary technician is unavailable. All support is provided by our California-based staff with local resources operating from our Southern California office located in Irvine, California. City of Rosemead I Information Technology Managed Services 23 INFINITY moo TECHNOLOGIES After-hours support (evenings, weekends, and holidays) will leverage the same resources and capabilities used during normal business hours. Resources include live phone support, remote screen - sharing sessions, and on-site technical response when required. Our goal is to ensure consistent, high- quality support regardless of when you need our assistance. We understand that on-site support will be provided on a mutually agreed-upon schedule during the City's regular business hours. During the term of the contract, any substitution due to the unavailability of our regularly assigned staff will be made by a team memberwith comparable training experience and knowledge of the city's technical environment. Our team will understand their specific responsibilities and roles and will: 1) Possess excellent customer service skills and the ability to work with a variety of people. 2) Abide by all City work policies and health protocols when present in City facilities. Our approach ensures no single point of failure and includes a staffing model with 24/7/365 coverage. Cross -training staff is key to ensuring seamless services and welL-trained staff resources. We employ frequent and ongoing training for our technical staff to ensure adaptability to various roles and environments. Personnel Qualifications Infinity Technologies boasts a well-balanced team with a mix of dynamic technical skills and Local government experience aligned to support the City's priorities. As an overview of our team's qualifications and experience, we provide brief introductions for our keyteam members below. Our Local organizational structure is referenced in the Profile of Firm Section on Page 4. Resumes for these key team members are included within the Appendix for your review. MOHAMMAD AHMED PROJECT OVERSIGHT Mohammad is an IT leader for public agencies throughout California and brings over 22 years of experience to clients, serving as agency staff and consultant. His experience spans serving as a client - CIO and IT Manager tackling daily technical issues and project management -related tasks. As President and CEO for Infinity Technologies, he is a champion to his clients to improve their understanding and adoption of technology through defining strategy, establishing IT operations, delivering training programs and seminars, and executing practical ITsoLutions to remain currentwith the ever-changing technologies required to serve constituents and staff. Mohammad has been the IT Manager on projects for the Cities of La Mirada, Laguna Niguel, San Juan Capistrano, Bell, Wildomar, Pico Rivera, the Tahoe Transportation District, and the San Joaquin Regional Rail Commission. He has also served as the AcceLa Project Manager for WRCOG of EastvaLe, where he was responsible for coordinating migration from ELMS to Accela permit and asset management software to ensure a seamless transfer between platforms, customizing Accela and integrating with GIS, and coordinating ongoing efforts to troubleshoot issues and apply software upgrades. Mohammad holds an MBA and a B.S. degree in Information Systems from California State University, Sacramento. City of Rosemead I Information Technology Managed Services 24 moo INFINITY TECHNOLOGIES HECTOR MARTINEZ ACCOUNT MANAGER With over 20 years of IT management experience, Hector is an experienced team leader committed to building and maintaining collaborative relationships with our clients. His responsibilities and duties have included Police CAD Systems Administrator, Financial Software Systems Administrator, Accela Administrator, Network Engineer, Technical Specialist, and Help Desk Consultant. Hector's recent experience working with public sector clients includes serving as a Senior Network Engineer for the Cities of Signal Hill, Bell, Paramount, Wildomar, and Eastvale. JERRY MOORE CHIEF NETWORK ENGINEER Jerry has over 25 years of experience designing, implementing, and administering secure, reliable, and efficient networks. His breadth of experience serving public agencies also includes project management, budgeting, overseeing resources, and procurement support. Jerry has gained considerable experience, institutional knowledge, and depth of understanding of the delicate financial and political aspects of project management facing public agencies. He has managed various VolP technologies and designed several physical to virtual migrations and has extensive experience managing, working with, and supporting both technical and non-technical staff. Jerry's main responsibilities include administering the Cisco network, telephone equipment, Citrix XenServers and NetApp SAN storage, Microsoft Windows, Exchange, and SQL server systems forvarious clients. He has served many public agencies as a Network Engineer, Accela Systems Administrator, AcceLa Migration, and Network Administrator. CESAR VAZQUEZ SYSTEMS ENGINEER Cesar has over 11 years of IT experience providing application and network support. He has a great deal of experience managing installation and upgrade projects for our clients. Cesar installs and maintains software platforms such as Tyler Technologies Eden, Trend Micro Enterprise & Sophos Enterprise Anti - Virus, Server Acronis Backup, Norton Backup Exec and Safe Copy Cloud Backup, SonicWall and WatchGuard. He has migrated clients to VoIP phone systems, including setting up users' office phones, forwards, and cell phones. Cesar also manages Windows server and client installations and configures virtual machines to test new software installations prior to client deployment. Cesar is CompTIA A+ Certified and Internet (MCP+I) Certified. DANIEL MARTINEZ SYSTEMS ENGINEER Daniel previously served as a Senior Systems Analyst for the City of Paramount and is the Lead IT Engineer responsible for its networks. Currently, his responsibilities include providing both on-site and remote support to Infinity Technologies' clients, including maintaining, repairing, and installing computers, monitors, and other peripherals for users, as well as performing data backups, data migration, and data retrieval for users. Daniel has project management and IT Systems experience with Windows OS, Office 365, Outlook, OneDrive, Active Directory, Hyper -V, VMWare, and Java. He provides additional project management work including Office 365 License evaluation and migration, IT asset inventory, UPS replacement, and server room rack and cable management. City of Rosemead I Information Technology Managed Services 25 INFINITY moo TECHNOLOGIES JONATHAN LAI SENIOR SYSTEMS ANALYST Jonathan currently provides both on-site and remote supportto several public agency clients in southern California. He is responsible for maintaining, repairing, and installing computers, monitors, and other peripherals for users, as well as performing data backups, data migration, and data retrieval for users. Jonathan has experience with Windows OS, Office 365, Outlook, OneDrive, Active Directory, Hyper -V, VMWare, and Java. He provides additional project management work including Microsoft 365 license evaluation and migration, IT asset inventory, UPS replacement, and server room rack and cable management. Jonathan has a B.S. in Business Administration, Computer Information Systems from California State Polytechnic University, Pomona. KEVIN VAZQUEZ IT TECHNICIAN Kevin is a dedicated and self -motivated IT professional with a strong commitment to excellence and a proactive approach to problem -solving. His career includes roles as a Refresh Technician at Boeing, where he collaborated on optimizing ITsystems. As an IT Support Technician, Kevin continually hones his troubleshooting skills and technical acumen to deliver effective technical support and leadership. Characterized by a strong work ethic, integrity, and a passion for technology, he continuously seeks to learn and adapt to new challenges, contributing positively to team dynamics and organizational goals. Kevin is CompTIAA+Certified, Cisco Cybersecurity certified, and is currently working on CompTIA Security+ certification. Background Checks/Department of Justice (DOJ) Coordination We employ a background verification process to vet all our employees, including live scan fingerprinting through the DOJ. Since we work with many public agencies, including public safety departments, most employees are cleared through the DOJ. We will comply with any additional background verification procedures and clearances the City may require. City of Rosemead I Information Technology Managed Services 26 ooINFINITY TECHNOLOGIES PROPOSED INNOVATIONS In our experience working with various public agencies and private clients, we have implemented several technical and procedural innovations that have significantly enhanced IT service delivery and generated cost savings. These innovations include: Transitioning from on -premises infrastructure to virtual servers and adopting cloud -based Software as a Service (SaaS) offers numerous benefits including cost savings, flexibility, enhanced accessibility and improved security and compliance. o For example, optimizing Office 365 Environment: Leveraging the full range of Office 365 features—such as collaboration tools, automated workflows, and integrated security— can enhance productivity, streamline communications, and provide robust data protection. » One -Stop Shop IT Services: We are a proven one-stop shop for IT services offering specialized expertise in various IT areas. We offer a more holistic approach, with clear accountability for performance and results. We provide a streamlined model with a single point of contact, troubleshooting, and support ensuring efficient and seamless service delivery. » Vendor Consolidation: We thoroughly review vendors, suppliers, and contracts and will make recommendations for consolidating vendor services where it makes sense. By streamlining contracts and relationships, service integration can be improved and vendor relationships strengthened. This process has Led to simplified billing, more consistent support, and cost efficiencies through bundled services for many of our municipal clients. » Cybersecurity: We focus on strengthening each of our clients' cybersecurity posture by providing regular trainings for users, working with management to create IT policy and procedures to remain current, and working with agencies Like the Cybersecurity and Infrastructure Security Agency (CISA). A strong cybersecurity focus helps agencies protect sensitive data, comply with industry -specific regulations and standards, and mitigate risks and vulnerabilities to help ensure business continuity. By introducing these proven enhancements, the City can benefit from more reliable IT operations, reduced operational costs, and improved service delivery, all while maintaining a secure and flexible infrastructure. Service Level Agreement We define clear Service Level Agreement (SLA) terms and metrics for deliveryof our managed services and seek to optimize cost efficiencies. We believe our SLA responsiveness and commitments surpass other managed service providers offering similar services and will consult with the City to tailor an SLA that ensures our service delivery consistently meets or exceeds your response -time expectations. Our response times during regular business hours are generally one to two (1-2) hours for Low Priority issues, one (1) hourfor Medium Priority issues, and 15 to 30 minutes for High Priority issues. City of Rosemead I Information Technology Managed Services 27 INFINITY moo TECHNOLOGIES Summarized below are the key elements of our standard SLA which can be customized as needed: ■ One -reach Local phone number and email address for emergency support. ■ Provide 24/7/365 support. ■ Respond to emergency outages within 15 to 30 minutes during regular hours. ■ Respond to emergency outages within 30 minutes during non -business hours. ■ In case of an emergency, be on site within two hours. ■ Provide unlimited technical phone support. ■ Trouble Tickets will be acknowledged within 30 minutes during regular business hours. ■ Standby support, with a maximum response time of 30 minutes outside regular work hours. Our baseline SLA terms are structured to exceed your expectations, as illustrated below. We are committed to providing service excellence and will work with the City to develop detailed metrics and specified response times to ensure we meet or exceed your SLA expectations. LOW MEDIUM HIGH CRITICAL City of Rosemead I Information Technology Managed Services 28 INFINITY %�0 TECHNOLOGIES PROPOSAL COST SHEETS AND RATES Below, we summarize our proposed monthly fee and the corresponding annual cost for providing Information Technology Services for the initial three-year term. Two options have been provided for the City's consideration below for added flexibility. OPTION• •TECHNOLOGY SERVICES —FIXED FEE CITY OF • IT SERVICE DELIVERY LEVEL MONTHLY MONTHLY ANNUAL Option #1.136+Hours of Personalized Support HOURS FEE FEE Account Manager (Hybrid) 8 Included Included On -Site Support Technician 128 $11,520 $138,240 24/7 Remote Help Desk Unlimited Included Included After -Hours Support (On -Site for Emergencies) As Needed Included Included Remote Monitoring & Management 24/7 $316 $3,792 (Workstations/Servers) TOTALFEE: $11,836 $142,032 OPTION 2. INFORMATION• • • FEE CITY OF ROSEMEAD IT SERVICE DELIVERY LEVEL MONTHLY MONTHLY ANNUAL Option #2;168+ Hours of PersonalizedSupp HOURS FEE FEE Account Manager (Hybrid) 8 Included Included On -Site Support Technician 160 $14,400 $172,800 24/7 Remote Help Desk Unlimited Included Included After -Hours Support (On -Site for Emergencies) As Needed Included Included Remote Monitoring & Management 24/7 $316 $3,792 (Workstations/Servers) TOTALFEE: $14,716 $176,592 Note: The monthly fee for the initial 3 -year term will remain fixed. In Year4 and 5, we will review rates and may propose an increase based on the Consumer Price Index for All Urban Consumers (CPI -U). City of Rosemead I Information Technology Managed Services 29 ■ INFINITY TECHNOLOGIES Additional Services In specific instances that require additional services not covered in the proposed scope of work (e.g., special requests for site visits outside of prescheduled visits or emergency services that require additional staff presence, etc.), we will consult with the City management to determine a budget and timeline for providing such services. Costs for these services will be based on the hourly rate schedule provided on the following page. IT • Project Manager • REMOTEURLY 160 • RATE ON-SITE 185 Progammer/Developer 150 175 Senior Network Engineer 145 165 Network Engineer 135 155 Senior Business Analyst 170 185 Business Analyst II 150 165 Business Analyst 1 120 135 Senior Systems Engineer 125 145 Systems Engineer 120 140 Senior Systems Analyst 115 130 Systems Analyst 11 110 125 Systems Analyst 1 105 120 Senior ITTechnician 100 115 IT Technician II 95 110 ITTechnician I 90 105 Remote Help Desk 85 NA Note: The above rates include all direct and overhead expenses and will be applicable for additional support requests. City of Rosemead I Information Technology Managed Services 30 INFINITY TECHNOLOGIES PROFESSIONAL SERVICES AGREEMENT Infinity Technologies has reviewed the City's Attachment A— Draft Professional Services Agreement and confirms our understanding of the terms and conditions. City of Rosemead I Information Technology Managed Services 31 moo INFINITY TECHNOLOGIES APPENDIX In this section, we have provided the following documentation: 1) Resumes for Key Staff City of Rosemead I Information Technology Managed Services 32 00 INFINITY TECHNOLOGIES E EDUCATION ■ MBA (Master of Business Administration) California State University, Sacramento ■ B.S. Business Administration (Management Information Systems) California State University, Sacramento CERTIFICATIONS ■ Cisco Certified Network Associate (CCNA) ■ Citrix Certified Administrator (CCA) ■ Microsoft Certified Professional+ ■ Microsoft Certified System Engineer (MCSE) ADDITIONAL EXPERIENCE City of Elk Grove ■ Contract IT Analyst (2007-2014) ■ IT Technician (2003-2007) City of Eastvale ■ Accela Project Manager (2015 - Present) OVERVIEW & PROFESSIONAL CREDENTIALS Mohammad Ahmed is the founder, President, and CEO of Infinity Technologies. Along with his team, Mohammad brings forward -thinking and personalized technology services to more than BO organizations in the industries of local government, nonprofit, healthcare, education, and professional services — all throughout California and the West. Prior to founding Infinity Technologies, Mohammad was the IT Director for Interwest Consulting Group, leading the IT department of a public agencies consulting firm of 500 employees. He holds an MBA and bachelor's in management information systems from California State University, Sacramento, with over 20 years of professional IT experience. REPRESENTATIVE CLIENT/PROJECT EXPERIENCE City of La Mirada (2019—Present) Responsible for overseeing day-to-day IT operations, including on-site and remote assistance with user desktops and laptops, software and applications, network administration, and maintenance and security. City of San Juan Capistrano (2017—Present) Responsible for overseeing day-to-day IT Operations and managing IT projects. Directs long-term IT planning. Currently involved in ERP implementation with Tyler Munis. City of Bell (2014—Present) Responsible for coordinating services between software and hardware vendors and developing an IT Strategic Plan. Led implementation of the City's migration to a VoIP phone system and implemented a city-wide intranet using SharePoint. City of Wildomar (2009—Present) Installed and set up ITenvironment including desktops, printers, email, and Citrix Server. Maintains desktops, interacts with Council, responds to requests for procurement and assists with IT -related tasks. Responsible for Network design and AN redesign in the new City Hall Chambers. San Joaquin Regional Rail Commission (SJRRC) (2011—Present) Oversees and provides client services, including Project Management, Vendor Management, and Budget -Planning. Led multiple projects, including Public Wi-Fl Hotspot, SJRRC Backup Integration, Software Implementation of Sage CRM, and upgrading SJRRC Internet Coordinates Help Desk in scheduling desktop projects. Responsible for Commission's move to implementation of Air Watch, e -ticketing, and migration to Microsoft Exchange Online. Solano County Transit (SolTrans) (2014—Present) Responsible for AVL System implementation displaying live bus status. Implemented a new phone system and server room network design at the maintenance facility. 00 INFINITY TECHNOLOGIES EDUCATION BS Managerial Economics University of California, Davis CERTIFICATIONS ■ Microsoft Certified System Engineer (MCSE) ■ Microsoft Certified Professional + Internet (MCP+I) ■ A+ Certified Service Technician ■ Advanced Cisco Router Configuration Training ■ Certified Ethical Hacker - Security Training ■ Cisco Certified Network Associate (CCNA) AREAS OF EXPERTISE ■ Hardware & Software Support ■ Barracuda Spam &Virus Firewall ■ Microsoft Exchange ■ Microsoft Office ■ Microsoft SharePoint ■ Microsoft Windows ■ Microsoft Windows Server ■ Network Administration ■ Symantec Antivirus ■ Symantec Encryption & Backup ■ Custom Programming ■ Accela Systems Administration OVERVIEW & PROFESSIONAL CREDENTIALS Jerry has over 24 years of experience designing, implementing, and administering secure, reliable, and efficient networks, including project budgeting, and procuring required resources. His extensive experience includes working for and with government agencies providing him with a deep understanding of the delicate financial and political aspects of project management facing public agencies. Jerry has managed various VolP technologies, designed several physical to virtual migrations, and has extensive experience managing, working with, and supporting technical and non-technical people. REPRESENTATIVE CLIENT / PROJECT EXPERIENCE City of Roseville (2015 -Present) Customized Accela Citizen Access (ACA) to provide workflow based on user entry to hide/show the next appropriate field. Created a report to allow staff to determine interest on fees if applicable. Wrote customization to Accela's mobile app to recreate a paper form used by Fire Inspectors in the field. Fire Inspectors can now fill out a digital form, accept a digital signature, print the form for the citizen/builder, and sync the data to Accela when back in the office. This process saved the inspectors the time to create a paper form and enter the data into the software when back in the office. Also, it allowed the next inspection to carry over any items that failed from previous inspections. City of Eastvale (2015 -Present) Migrated ELMS to Accela permit and asset management software. Created a custom web -based interim application to allow staff to view historical data during migration. Tahoe Transit District (2016 -Present) Researched and specified a new firewall and switch. Configured firewall and switch for new network setup. Set up WebDAV server and shares for cloud storage and file access. City of Lodi (1999 - 2011) Provided systems administration of Cisco/HP network and Microsoft and Linux servers for the City of Lodi. Managed staff of three Information Services Division employees and was responsible for 500 computers at 15 sites. Led development projects to increase efficiency/productivity for staff and customers. 00 INFINITY TECHNOLOGIES EDUCATION ■ B.S. Computer Science California State University, Fullerton TECHNICAL EXPERIENCE ■ Hardware & Software Support ■ Barracuda Spam & Virus Firewall ■ Microsoft Exchange ■ Microsoft Office ■ Microsoft SharePoint ■ Microsoft Windows ■ Microsoft Windows Server ■ Symantec Antivirus ■ Symantec Encryption & Backup ■ Salesforce CRM ■ Google Apps ■ JavaScript ■ JQuery ■ PHP ■ CSS3 ■ MySQL OVERVIEW & PROFESSIONAL CREDENTIALS Hector brings more than 20 years of hands-on experience providing on-site and remote IT services. He is an experienced team leader committed to excellence in overseeing client service delivery and developing collaborative relationships. Hector provides exceptional attention to detail leading various IT projects, including police department support, for our public agency clients. REPRESENTATIVE CLIENT/PROJECT EXPERIENCE City of Signal Hill (2022—Present) Hector serves as the Citys Financial Software Systems Administrator, working with Tyler Technologies' Eden Financial Software, providing installations, upgrades, maintenance, and technical support, and adds users and permissions. City of Bell (2015—Present) Hector provides IT service support as the Police CAD Systems Administrator to the City of Bell's Police Department. His services include installations, upgrades, maintenance, and technical support for the Sun Ridge Systems RIMS. City of Paramount (2022—Present) Hector acts as the Citys Accela Administrator, configuring and maintaining Accela permit and asset management software. He customizes objects and fields, creates custom reports, installs updates, integrates with GIS software, and provides first line technical support. Private IT Firm (2001-2014) As a Network Engineer for a private IT firm, Hector provided a wide range of services to varied clients. His responsibilities included configuring and supporting Windows Server/SBS, SQL Server, and all Windows platforms; installing and supporting Dell Sonic WALL firewalls, switches, routers, and servers; assisting customers with RingCentral and Star2Star VoIP design and implementation; designing and supporting VLANs, VPNs, LANs, WANs, and network security; providing technical sales support for T1, MIS, MPLS, and VolP services. Hector was responsible for providing technical support and training employees and vendors. He managed, configured, and supported Google Apps, Office 365, and Salesforce CRM. California State University, Fullerton (1999-2001) As a Help Desk consultant forthe International Education Department and IT Departments, Hector improved and maintained website and supported letter requests on Apache Web Server. He provided analysis and documentation related to the office's Access database. Hector assisted users, performed software updates, and maintained workstations and peripherals. 00 INFINITY TECHNOLOGIES EDUCATION B.S. Network & Communication Management DeVry University, Pomona, CA CERTIFICATIONS CompTIA A+ Internet (MCP+I) AREAS OF EXPERTISE Network Hardware/Appliances ■ Backup/AV ■ CAT 5, 6Crimping, Installation, Testing ■ Cisco and HP Routers and Switches ■ Cisco Call Manager • Cisco/SonicWALL Routers/Firewalls ■ SonicWALL Server Applications ■ Citrix xEN App ■ Microsoft Exchange Server ■ Microsoft Terminal Services ■ Symantec Backup Exec 2010 ■ Symantec Endpoint Protection ■ Ubuntu/Debian Linux Operating Systems ■ Microsoft Windows ■ Microsoft Windows Server Network Software/Protocols ■ Windows Active Directory Applications ■ Adobe Professional Edition ■ Google Apps for Work ■ Microsoft Office ■ Microsoft Office 365 ■ VMWare Desktop OVERVIEW & PROFESSIONAL CREDENTIALS Cesar is a Systems Engineer at Infinity Technologies, bringing you forward -thinking and personalized technology services. He also brings more than 10 years of IT experience, providing application and network support remotely and in person. He specializes in managing installation and upgrade projects, quickly resolving issues to ensure a smooth transition. REPRESENTATIVE CLIENT/PROJECT EXPERIENCE City of Eastvale / IT Analyst (2015—Present) Provided a host of services to the City's IT users, including migrating the City to a VoIP phone system, setting up users' phones, cell phones, and other devices. City of Bell / IT Analyst (2015—Present) Installs and upgrades various software and applications. Provides ongoing maintenance and support for Sun Ridge RIMS software. Supported migration of phone system to a VoIP solution and assisted IT users with associated setup tasks. Configured a new mobile device terminal (MDT) using Netmotion and RSA authentication through an AT&T Access Point Name (APN) connection. Configured and managed a BOSS/ALPR camera system for the City's Police Department. Completed phone system upgrade from traditional PBX to a hosted solution throughout the City. City of Wildomar / IT Analyst (2015—Present) Provides a host of IT Analyst services to the City, including installing, upgrading, and supporting Tyler Technologies Eden software. Various Clients (2012-2015) As a Network Administrator for a private IT firm, Cesar's project work included: ■ Installing and managing Trend Micro Enterprise & Sophos Enterprise Anti -Virus, Server Acronis Backup, Norton Backup Exec & Safe Copy Cloud Backup, SonicWall, WatchGuard & HP Devices, Ruckus Aps, NAS, Network printers, Camera DVR, etc. ■ Managing projects for client upgrades and changes; Windows Server 2008, Windows XP, Windows 7 & MAC OS; Active Directory, Exchange, Files Servers & Print Servers. ■ Hosting emails using GoDaddy, Cbeyond & Sherweb. ■ Working with clients onsite and remotely using level Platform, LogMeln, GoToAssist & others. ■ Creating & configuring Virtual Machines to test new software before deploying to the client. ■ Applying networking, PC repair, and customer service knowledge and experience to resolve client incidents quickly. 00 INFINITY TECHNOLOGIES EDUCATION ■ A.A.,Systemsand Network Administration Cprritm r'nmmunity CERTIFICATIONS ■ Comr)TIA A+ TECHNICAL EXPERIENCE ■ Hardware & Software Support ■ Network Support ■ Barracuda Firewall Web Appliance ■ Barracuda Email Security Gateway ■ Barracuda Cloud Connect ■ Microsoft Exchange 2013 ■ Microsoft Office ■ Microsoft Windows 7.10 ■ MS Windows Server 2008 - 2019 ■ Symantec Antivirus ■ ESET Antivirus ■ VEEAM Backup and Replication ■ VolP Management ■ Vsphere/VMware ■ Printers Local/Networked ■ Unify OVERVIEW & PROFESSIONAL CREDENTIALS As a Systems Engineer for Infinity Technologies, Daniel brings more than 6 years of solid experience providing comprehensive technical support to public agency clients. He is adept at leveraging analytical and problem - solving skills to prioritize tasks, identify technical issues and deliver complex solutions. Daniel is an excellent communicator and can convey complex technical issues to diverse audiences of varying technical expertise. REPRESENTATIVE CLIENT/PROJECT EXPERIENCE City of Paramount (2017—Present) As a Systems Engineer, Daniel provides consistent technical support to all City staff while maintaining the network infrastructure, PCs, software, warranties, and licenses. His position encompasses researching, identifying, and implementing emerging technologies to provide strategic recommendations for continuous improvements such as migrating the intranet of the City from wireless Ubquiti radios to an EPLAN solution with an SLA for enhanced reliability. Daniel provides a wide range of services such as maintaining the backup schedule for all servers, administrating Active Directory, regular AV system checks, ensures workstation replacement schedules are met, webmaster for the City website, troubleshooting security systems such as JMG/Stanley PAC cameras, doors, burg, and key systems. His responsibilities also include managing the annual budget for IT projects and keeping track of all expenditures to ensure alignment with budgetary limits. Previously as an IT Analyst, Daniel contributed to the successful delivery of large-scale projects, such as upgrading all City workstations from Windows 7 to Windows 10, upgrading all core switches to PoE capable switches, migrating the city wide network from a static IP scheme to a dynamic IP scheme with VLANS;, spearheaded the upgrade of fiber uplink speeds between upgraded network switches. overseeing internet, replacing the antiquated PBX system with a modern GoTo/Jive VoIP system, and migrating site backups from on premise to a cloud -based solution. 00 INFINITY TECHNOLOGIES EDUCATION • B.S. Business Administration, Computer Information Systems California State Polytechnic University, Pomona CERTIFICATIONS ■ CompTIA A+ Certification TECHNICAL EXPERIENCE ■ Office 365 ■ Outlook ■ OneDrive ■ Troubleshooting ■ Networking ■ Active Directory ■ Hyper -V ■ VMWare ■ Windows OS ■ Java OVERVIEW & PROFESSIONAL CREDENTIALS Jonathan is a Systems Analyst at Infinity Technologies, bringing our clients forward -thinking and personalized technology services. He brings more than 4 years of solid technical experience. Jonathan is a skilled problem solver focused on providing efficient solutions and exceptional customer care to our clients. REPRESENTATIVE CLIENT/PROJECT EXPERIENCE City of Pico Rivera (2021—Present) As a Systems Analyst, Jonathan supports the City of Pico Rivera's Information Systems (IS) staff to provide on-site hardware and software support to City staff. He also currently assists with IT projects such as Office 365 license evaluation and migration, IT asset inventory across all City offices, parks and golf courses, and server room/cabling management. Private IT Services Firm (2021) Prior to joining Infinity Technologies, Jonathan provided services to a variety of public and private sector clients as an IT Support Technician for a private IT services firm based in Whittier. His services included providing comprehensive Tier 1 help desk support via phone, email, and ticketing system. Jonathan traveled to various locations to troubleshoot issues and fulfill client requests. Los Angeles County (2019-2020) As a Student Professional IT Worker, Jonathan provided a variety of services to support County operations. He scheduled, tracked, and deployed Windows 10 OS to over 200 desktops during OS migration, and regularly conducted field work at County branch locations. Jonathan provided training to departmental staff on new software and policies. On a weekly basis, he resolved an average of 40 help desk tickets, with a 90% first contact resolution ratio. Jonathan also provided customer service to 84 library locations throughout the County of Los Angeles and managed the LA County Library website regularly using basic HTML, CSS, and Java Script. His IT duties for County libraries included diagnosing, identifying and resolving a range of network, software and hardware issues. He also assisted in transitioning from Windows 7 OS to Windows 10 OS for 20+ library locations. � 0 0 Kevin George Vazquez I IT Technician EDUCATION ■ Bachelor of Science in Computer Science and Engineering (30 credits IP) Long Beach City College - Long Beach, CA ■ CompTIA A+ Certification ■ Currently working on: CompTIA Security+ ■ Cisco Certified Cybersecurity Certification SKILLS OVERVIEW & PROFESSIONAL CREDENTIALS Kevin is a dedicated and self -motivated IT professional with a strong commitment to excellence and a proactive approach to problem -solving. His career includes roles as a Refresh Technician at Boeing, where he collaborated on optimizing IT systems. As an IT Support Technician, Kevin continually hones his troubleshooting skills and technical acumen to deliver effective technical support and leadership. Characterized by a strong work ethic, integrity, and a passion for technology, Kevin continuously seeks to learn and adapt to new challenges, contributing positively to team dynamics and organizational goals. REPRESENTATIVE CLIENT/PROJECT EXPERIENCE IT Technician (2023 -Present) Infinity Technologies (City of Paramount) • Maintains and upgrades operating systems across agency infrastructure to ensure optimal performance and security. • Provided timely helpdesk support and troubleshooting for system errors, hardware issues, and connectivity problems. • Set up equipment for new users and installed/updated servers, firewalls, and software to maintain a secure IT environment. ■ IT Strategy & Operational Utilized ticketing and IT documentation systems to track and Leadership resolve issues efficiently. ■ IT Support&Customer Experience IT Support Technician (2022-2023) ■ Infrastructure Management Traffic Management Inc. - Long Beach, CA ■ Technical Project Management ■ Systems & Applications • Swiftly identified and resolved diverse computer issues, minimizing Management downtime, and maintaining operational efficiency. ■ Change Management • Demonstrated expertise in Windows operating systems and ■ Information Security comprehensive knowledge of computer hardware components. ■ Disaster Recovery & Business • Effectively multitasked and communicated with team members to Continuity ensure optimal productivity and collaborative results. ■ Cloud Services & Solutions ■ Team Leadership & • Provided onsite and remote technical support, troubleshooting Development hardware and software problems for employees across the ■ Continuous Process organization. Improvement ■ IT Governance & Compliance ■ System Integration & Optimization ■ Problem Solving & Troubleshooting THANKYOU FOR YOUR TIME AND CONSIDERATION INFINITY TECHNOLOGIES www.inftechnologies.com Attachment H Proposal from Jada Systems Request for Proposals (RFP) No. 2024-28 City of Rosemead Professional Services For Information Technology Services Responseto: City of Rosemead Attn: Amanda Moreno Senior Management Analyst 8838 E. Valley Blvd. Rosemead, CA 91770 Prepared by: JADA SYSTEMS A Leading Edge in Engineering Troy Davis, President & C.E.O. 30 N. Raymond Ave. #708 Pasadena, CA 9110 Email: troy@jadasys.com Phone: (626) 524-0777 JJADAe SYSTEMS 1 PROPOSAL SUMMARY (COVER LETTER) City of Rosemead September 24, 2024 Attn: Amanda Moreno, Senior Management Analyst 8838 E. Valley Blvd., Rosemead, CA 91770 Re: (RFP) No. 2024-28 Professional Services For Information Technology Services Dear Mr. Moreno, Jada Systems, Inc. (JSI) would like to express its appreciation to the City of Rosemead (City) for the opportunity to respond to Request for Proposals (RFP) for Professional Services For Information Technology Services. Founded in July 2000, Jada Systems Inc. (JSI) is a California based corporation located in Pasadena. JSI is a science, engineering, advanced technology, and infrastructure support services firm dedicated to assisting both government and commercial sectors in their critical endeavors and missions. JSI is a minority-owned small business that delivers support services efficiently and cost-effectively for our clients. Over the 24 years since our incorporation, we have consistently exceeded the market demands for IT services. We have made significant contributions to numerous Space Flight projects and high- performance ground data processing systems, expanding our capabilities to support diverse technical categories within the System Development Life Cycle (SDLC) at JPL. We are also certified by the Small Business Administration (SBA) as HLIBZone (#71223), SB (State of California / DGS — Certification ID2001S54), and MBE (City of Los Angeles). Our primary objective is to be recognized by our customers as a reliable provider of information systems, and technical services, and ITtemporary help services. To achieve this, we are committed to continuously enhancing the value of our products and services through ongoing improvements in quality and performance. At JSI, integrity is paramount, and we hold ourselves and our employees to the highest ethical standards. JSI acknowledges acceptance of all terms and conditions of the City's contract and insurance requirements unless otherwise noted. Thank you for considering Jada Systems, Inc. as your prospective partner for this Requestfor Proposals (RFP) for Professional Services For Information Technology Services. Should you have any questions regarding our proposal or need additional information, please feel free to contact me at (626) 524-0777. We appreciate your consideration of our proposal. We are looking forward to a long and mutually beneficial business relationship. Sincerely, Troy Davis, President & C.E.O. (Prime Contact Person) Address: 30 N. Raymond Ave., Suite 708, Pasadena, CA 91103 Office: (626) 524-0777 Email: troy@jadasys.com City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional services For Information Technology services JADA SYSTEMS �./ nceaanq eaae n enoneenno Table of Contents 1 PROPOSAL SUMMARY (COVER LETTER)...........................................................................2 2 PROFILE OF THE PROPOSING FIRM..................................................................................4 2.1 Background.......................................................................................................................4 2.2 Overview...........................................................................................................................4 2.3 Prime Contact Person.........................................................................................................4 2.4 Profile of Proposing Firm....................................................................................................5 3 Qualifications of the Firm...............................................................................................6 5.4 3.1 Corporate Capabilities........................................................................................................6 3.2 Awards: JPL/NASA/Raytheon Recognized Excellence ..........................................................7 3.3 Past and Current Contracts (within 5 years)........................................................................8 3.4 Previous Experience on Similar Projects..............................................................................9 3.5 References.......................................................................................................................21 3.6 Adherence to Schedule and Budget..................................................................................21 4 WORKPLAN.................................................................................................................22 4.1 Project Understanding .....................................................................................................22 4.2 Propose Approach for Addressing Required Services.........................................................22 4.2.1 Transition Phase...................................................................................................................................22 4.2.2 Operational Phase................................................................................................................................22 4.2.3 Continuous Improvement Phase To ensure continuous progress, our team will: .............................. 23 4.3 Timetable for Transition to Full Operation........................................................................23 4.4 Related Service Experience...............................................................................................23 5 STAFFING.....................................................................................................................24 5.1 Overview.........................................................................................................................24 5.2 Full -Time On -Site Support Technician...............................................................................24 5.3 Backup Support & Emergency Coverage...........................................................................24 5.4 Account Manager.............................................................................................................24 5.5 Procedural Documentation & Backup Planning.................................................................24 5.6 IT Audit and Business Plan................................................................................................25 5.7 Staffing Consistency and Key Personnel............................................................................25 5.8 Staff Training & Development..........................................................................................25 5.9 Organizational Chart: ....................................................................................................... 25 5.10 Key Personnel..................................................................................................................25 5.11 Staff Resumes..................................................................................................................27 5.11.1 Technical Project Manager: Michael Brown, PMP, CCNA..............................................................28 5.11.2 System Support Specialist: Scott Feeney....................................................................................... 29 5.11.3 Sr. Software Engineer: Jason Snyder..............................................................................................30 5.11.4 Sr. Helpdesk/ Windows Server Administrator: K. Edwards...........................................................33 5.11.5 Technical Support: J. Vasquez........................................................................................................34 5.11.6 Technical Support: A. Regalado......................................................................................................37 6 PROPOSED INNOVATION..............................................................................................39 6.1 Innovative Approaches: ................................................................................................... 39 6.2 Performance Metrics: ....................................................................................................... 39 6.3 Creative Solutions: ........................................................................................................... 39 7 PROPOSAL COSTS SHEET AND RATES............................................................................41 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JJADAeSYSE EMS 2 PROFILE OF THE PROPOSING FIRM 2.1 Background After reviewing the requirements presented in the RFP, we have concluded that we are the ideal candidate to staff, manage, and fulfill your contractual needs for the Professional Services For Information Technology Services. Founded in July 2000, Jada Systems Inc. (JSI) is a California based corporation located in Pasadena. JSI is a science, engineering, advanced technology, and infrastructure support services firm dedicated to assisting both government and commercial sectors in their critical endeavors and missions. As a minority- owned small business, JSI delivers support services efficiently and cost-effectively for our clients. Over the 24 years since our incorporation, we have consistently exceeded the market demands for IT services. We have made significant contributions to numerous Space Flight projects and high-performance ground data processing systems, expanding our capabilities to support diverse technical categories within the System Development Life Cycle (SDLC) at 1PL. At JSI, we exercise unprecedented communication between our staff and customers. We align our project organization with our client and strive to integrate seamlessly with our staff through our accessibility and professionalism. Our team is committed to providing quick and accurate information to our employees, as well as key feedback to City of Rosemead. 2.2 Overview Our firm brings extensive experience in IT support services with a strong capability to scale staffing levels based on the specific needs of the City. We offer a comprehensive approach to strategic planning and network/desktop services, ensuring consistent, high-quality IT operations. We can adjust staffing levels as required to meet demand. Our expertise is demonstrated by a proven track record in managing IT services for public municipalities. Additionally, we provide 24/7 Help Desk and on-site support to promptly address technical issues. 2.3 Prime Contact Person Troy Davis, President & C.E.O. (Prime Contact Person) Address: 30 N. Raymond Ave. Suite 708 Pasadena, CA 91103 Office: (626) 524-0777 Email: troy@jadasys.com City of Rosemead 4 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS A LeadnO EtlOe In Enpinewln9 2.4 Profile of Proposing Firm • Firm's Legal Name: Jada Systems, Inc. • Address: 30 N. Raymond Ave., Suite 708, Pasadena, CA 91103 • Business Name: Jada Systems, Inc. • Type of Legal Entity: S Corporation • Jada Systems, Inc. is registered with the California Secretary of State • County the entity number assigned to it by the Secretary of State: Los Angeles County • Number of years the Proposer has been in business under the present business: 24 • Certified by the Small Business Administration (SBA) as HUBZone (#71223), SB (State of California / DGS — Certification ID2001554), and MBE (City of Los Angeles). • Date firm established: July 26, 2000 • Web Address: httos://Oadasystems.net/ • JSI has never defaulted or failed to perform which has led the other party to terminate a contract. Also, JSI is confirmed to have never been involved in any civil or criminal litigation, investigation, settlements, arbitrations, or proceedings. Our firm, Jada Systems, Inc., is a well-established IT servicing company with a strong local presence. We have a capable team and a well-equipped local office that enables us to effectively manage and execute projects of various scales. Our organizational structure and resources are designed to support both large and small projects efficiently, ensuring high-quality service delivery. Local Organizational Structure: Our local office is structured to provide comprehensive support and coordination for projects, ensuring streamlined communication and effective project management. Key personnel include Project Manager, Lead Engineer, Technical Support, System Administrator, each with significant experience in their respective areas. This structure is designed to foster a strong, responsive relationship with our clients, supporting the potential for a long-term service engagement. Financial Stability and Capacity: Our firm has demonstrated strong financial stability over the past 24 years, with consistent revenue growth and a solid balance sheet. We maintain a solid financial position, which ensures our capacity to undertake and complete projects on time and within budget, as well as to support ongoing service relationships. Resources: We are equipped with cutting-edge technology and resources necessary to deliver high-quality results. Our team benefits from continuous professional development and access to advanced tools and systems, which enhance our project execution capabilities. Our firm has had no pending or concluded litigation related to public projects, ever. Furthermore, there have been no claims or settlements paid by our firm or its insurers for any type of project. We are confident that our firm's stability, local capabilities, and resourcefulness position us well for a successful long-term partnership with the City. City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS A l.eetlln9 EtlBe In EnB�neeM9 3 Qualifications of the Firm 3.1 Corporate Capabilities Systems and Systems Development Software Verification & Validation, System Ourteam designs, constructs, tests, and Engineering maintains computer applications software or System Architecture & Design, Quality Assurance systems to meet these needs. 1SI engineers are &Testing, Systems Analysis & Design skilled in a varying programming language and Custom Computer Programming create systems that function properly. Design and Development Website Development, Mobile Platform At JSI, our web designers, developers, and Development software architects have years of experience in WordPress Development/ Content Management developing websites from the ground up for Mobile App Development, SharePoint Development increased functionality and better user / Administration, VR/AR Application Development experience. Database Collection, Analytics, and Visualization Database Design & Administration Some of our areas of expertise are in knowledge Crystal Reports Development and data management, configuration SharePoint Development, Server Architecture & management, web development, and mobile app Design development. Citrix Consulting and Support IT Operations Helpdesk / PC Technical Support Personal computer hardware and software Unix / Linux Network Administration installation, maintenance, tuning and Windows / Linux / Unix System Administration troubleshooting. Training in use of new and Operating system support, DevOps Engineering existing hardware and software. Consultation, Network Security, Helpdesk Support purchase and building of custom computer Cloud Based Application Support (AWS/Azure) configurations. Project Management Project Management, Change Management Whether you require resources long term or IT Transition, Business System Analysis, short term, PM Solutions has the flexibility and Programmer Analyst, Technical Writing, Project talent to accommodate your resource needs. Coordinator Aerospace Engineering Mechanical & Structural Engineering Flight Electronic Test Engineering Support Signal & Data Analysis Flight Software Engineering Engineers w/Top Secret Clearance Temporary Staffing Services & IT Staffing Senior Level Management positions, Information Services Technology, Customer Service, Office Support, Project Coordinator, Secretary, Translation, Licensed Counselor and Therapist, Warehouse, Logistics Support, Accounting & Financial Support, Education, Business Analyst, GIS Analyst City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JJADAedgSYSTEMS 3.2 Awards: JPL/NASA/Raytheon Recognized Excellence 2024 The SWOT SDS Team Excellence Award: Cloud Transition Triumph Award 2024 The SWOT SDS Team Excellence Award: Recognizing Outstanding Mission Support and Software Delivery 2023 Raytheon Technical Appreciation for Exceptional Diagnostic Prowess in AMPCS Telemetry Platform 2021 Raytheon Outstanding Partner Award 2021 NASA JPL MARS 2020— Mechanical Engineering & Mechanical Design 2020 NASA JPL Orbiting Carbon Observatory -2 SDOS -Data Operations -Team Award 2019 NASA JPL Habitable Exoplanet Observatory -Web Development Group Award 2018 NASA JPLOCSCTPortalDevelopment-IndividualAward 2017 NASA JPL—NX11 Modernizing Mechanical CAD software —Group Award 2016 NASA JPL Extreme Precision Doppler Spectrometer EPDS Team Award 2015 NASA JPL Lunar Atmosphere and Dust Environment Explorer (LADEE) Team Award 2014 NASA JPL Mars Atmosphere & Volatile Evolution MAVEN —Team Award 2013 Raytheon Outstanding Contributor Award (TES/MLS) 2012 Raytheon Peer Award —Software Engineering Specialist 2012 Raytheon Team Award (TES)- Systems Administration 2011 Raytheon Team Award Recipient (TES/MLS) —Software Engineering 2010 JPL NASA Raytheon Achievement Award-JPL Data Processing Goal (TES) 2009 NASA JPL HQ Report Card Score Award-TES/MLS 2008 NASA Goddard Group Achievement Award (TES) Tropospheric Emission Spectrometer 2007 NASA JPL MLS Microwave Limb Sounder Group Achievement Award 2006 NASA ExoPlanet Database -Public Service Group Achievement Award 2005 NASA Goddard Aura Project Group Achievement Award (Aura) 2004 NASA Group Achievement Award, SPITZER Mission Operations Team Telescope 2003 NASA JPL Certificate of Appreciation, SPITZER Space Telescope 2002 Raytheon Group Achievement Award (TES) 2001 NASA Group Achievement Award, SRTM Data Processing Team 2000 Raytheon Team Award, SPITZER Space Telescope City of Rosemead Request for Proposals (RFP) No. 202428 Professional Services For Information Technology services JACIA SYSTEMS A Lwtllnq Etlpe In Englneerinq 3.3 Past and Current Contracts (within 5 years) JIMENOWnNarne Contract Name 09Lk'i • Engineering, Implementation, Science, 11/2019 11/2029 Raytheon Operations, and Communications (EISOC) Intelligence & Space • Earth Prediction Information Center (EPIC) 4/2023 4/2026 • Data Systems Implementation and Operations(DSIO) 2010 2020 • The Multi -Division Engineering, Design, AnalysisLab-Wide Support (MEDALS) 2016 2018 • PS57721000 LARTMC Equipment, Infrastructure& 4/2019 Present Maintenance Support 2/2017 Present LA Los Angeles County Service • PS73787001-Mod2-SOCAL 511TIC Center Support 2/2017 4/2023 Authority forFreeway Emergencies — Program Management (LACMTA) • PS58213000 SOCAL 511 Personnel Services andSupport 6/2019 5/2021 • PS52713-100001 Financial and Administrative5upport Services 6/2019 Present Temporary Personnel Services 10/2021 Present Los Angeles County Development Authority (LACDA) State of California Technology, Digital and Data Consulting 2022 2029 .LADB_S Bench Information Technology Services 3/2022 Present ` -- Cit of Los Angeles y g System Programmer Contractors 2/2020 2/2023 Department of Building& Safety Contract Programmers 12/2016 1/2020 IT Support and Staffing Services 12/2020 Present -_-- '- -community Action Partnership of San Bern ardino County 4SCITYOF PA A D E N A Temporary Staffing Services for the Department of Information Technology 12/2023 12/2028 Temporary Staffing Servicesforthe Depart mentof Information 7/2017 12/2023 Technology Temporary Staffing Services for Registrar ofVoters 7/1/2021 Present San Bernardino County Information Technology Professional Services 3/2023 Present _City of Los Angeles / Department of CityPlanning Contract Programming Services 6/2017 1 3/2023 ';: AHD Los Angeles Housing Department Information Technology Professional Services 6/2021 6/2024 Augmented Helpdesk Support 6/2024 Present Consolidated IT Services Bench 2/2022 2/2027 Los Angeles Unified School District Site -Based Technology Support Services 11/2020 11/2023 (LAUSD) '°..'% V Sunnyvale Professional and Technical Support Services andTemporary 2021 Present City of Sunnyvale Staffing Placement for Technology Contracting Services Technology Information Services 2021 Present Ya �' VTA Temporary Personnel Services 2021 Present r - Orange County Department of Temporary Staffing Services for Superintendent Programs 2/2024 2/2029 Education (OCDE) 41 8 City of Rosemead Requestfor Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services GJADA SYSTEMS A Leading edge In eng,neering 3.4 Previous Experience on Similar Projects Raytheon IV# �PL Intelligence Zir Jet Propulsion Laboratory 2000 -Present I Raytheon /JPL/ NASA Contracts: (EISOC) (EPIC) (SDSIO) (DSIO) Project Value: up to $30M IT Staffing, IT Consulting Services, Web Development, Software Engineering, System Engineering, Technical Writing, Technical Support, System Administration etc. Systems Engineering Support: JSI leveraged the principles of Systems Engineering (SE) to undertake the design, development, management, and upkeep of intricate systems for esteemed clients such as NASA and local government entities. Throughout the project lifecycle, ourteam actively engaged with stakeholders, effectively collaborating during the PDR and CDR stages. By drawing upon industry-leading practices, we provided insightful recommendations to ensure smooth progress and successful implementation. Additionally, JSI played a crucial role in supporting various aspects, including requirements analysis, system design, integration, testing, and ongoing maintenance, guaranteeing that the system fulfilled functional, performance, and quality criteria. Enterprise Architecture Support: JSI offers comprehensive expertise in the development and upkeep of the architecture framework for JPL/NASA. Our accomplished team excels in identifying the current and desired stated of the architecture, conducting thorough assessments of technological requirements, and designing innovative solutions that align with strategic goals and objectives. As a prime illustration, we successfully facilitated the migration of on - premises data processing and storage to an off -premises architecture, effectively meeting the evolving needs of the organization. Enterprise Data Strategy Support: JSI played a vital role in assisting JPL/NASA with the implementation of a comprehensive data strategy. Our support encompassed various aspects such as data governance, data architecture, data quality management, data integration, and data security. One of our significant contributions was aiding in the creation of a Metadata Repository. This repository effectively described the contents of processed HDF binary data and could be easily reconciled and viewed through a tailored web application. Test and Documentation Support: JSI delivered its specialized knowledge in system development testing and documentation, covering a wide range of activities such as test planning, execution, evaluation, and operational testing support. Our dedicated team was responsible for crafting and maintaining user manuals, technical specifications, and comprehensive system documentation. Additionally, we provided NASA with meticulously prepared test plans, test scripts, and conducted operational testing and evaluation across diverse environments including Linux, Unix, and Windows. IT Audit Readiness Management: JSI provides support in maintaining and managing records for audit reporting, change reports, and software tools for risk management. Additionally, we assist in scheduling testing activities, managing risks and mitigation plans, and supporting corrective actions for JPL/NASA. We also ensure regular reviews and updates of all records. City of Rosemead 9 Request for Proposals (RFP) No. 202428 Professional Services For Information Technology Services JADA SYSTEMS n Leminq ease � enqneerinq Infrastructure and Platform Solutions: Starting from 2007, JSI Systems Administrators (SA's)have been providing support for various flight, non -flight, scientific and ground data systems projects at the Jet Propulsion Laboratory (1PL). They provide their expertise in provisioning, deploying, and managing varied arrays of hardware and software setups, encompassing both on -premises and off -premise environments. As part ofJSI's SA's daily routine, they provide users with infrastructure and platform support services. We are heavily involved with helping users configure environments that support their projects. Once these environments are operational, the SA's backup, support, and monitor the environments on a 24/365 basis. We are proficient at setting up virtual environments with VMware. Servers and workstations are provisioned with enterprise versions of Linux Redhat and CentOS Operating Systems (OS). For multiple repeatable installations our team uses orchestration tools such as Puppet and Chef and Ansible. System Level backups are agreed upon with the end users depending upon the specific project needs and resources (i.e. project funding and diskspace). Linux and Unix Backup and restore procedures are performed with ZFS Snapshots. During the lifecycle of the project, the network is constantly being monitored with tools such as Ganglia, Nagios, etc. In the event of network issues, SA's receive Pushover alert notifications to their cellphones. These notifications are sent from a logging server that monitors UPS's, Servers, Routers, Switches, and Firewalls through Simple Network Management Protocol (SNMP). Software patches are applied to the Linux and Unix operating systems within one (1) week of the OS patch release date. With ZFS snapshotting rollbacks are available in the event of an incident, failure, or library incompatibility. Our SA's are knowledgeable with storage capacity and use VMware to setup virtual machines and environments for end user projects. We make recommendations for custom configurations that will be compatible with VMware, containerization, and AWS deployments. Due to the longevity of missions, staff are ever mindful of the evolution of hardware components. Therefore, they maintain a supply of legacy hardware that can be reused to fix aging or failed equipment. Network Operations: JSI System Administrators (SA's) hold the responsibility of establishing both LAN and WAN connectivity, including LAN and WAN extensions to other sites, connectivity with AWS, management of DNS and DHCP, synchronization of time through NTP, configuration of switches, firewalls, routers, and facilitation of guest Internet access. JSI SA's have set up and maintained network services across the JPL campus. They have helped with the data center migration from Raytheon's Euclid Facility to JPL's Building 600 and have also relocated hardware into Building 232. In addition to onsite support, we have also set up the connectivity and infrastructure for remote networking sites such as Mammoth Lakes for ASO research. While supporting the datacenter relocation effort from Building 600 to Building 232, SA's provided support with the provisioning of network connections. New IP addresses were obtained to support the connection of new equipment. JSI SA's were responsible for racking and stacking hardware in the new location. This included configuring and setting up Cisco Switches, Routers, and Firewalls. For maintenance support these systems are typically patched within the seven days of security patch release date. City of Rosemead 10 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS a �eaa,,a eaoe � E�o�ee+.,o Some of the older Sun Microsystems servers which ran older versions of Solaris needed to receive ZAR permissions from IPL to be connected to the network. System Monitoring and Notification Services: JSI's SA's consistently monitor and remain vigilant over the networks they manage. In cases of mission -critical networks, Our SA's regularly meet with project leads to provide updates on hardware and network status. Disaster recovery protocols are executed through a combination of on -premises and off - premises storage solutions, and for older missions this includes tape storage to LTO units. Cable Installation and Maintenance: ISI SA's have several years of experience in running, pulling, and installing cable. Once all hardware (Switches, routers, and Firewalls) were configured in Building 232, JSI's SA's were augmented the staff with help for installing connectors and cables. Our staff is equipped with all the tools for terminating and testing CATS, CAT6 cables. Mission/Project IT Infrastructure Support: JSI's group of SA's has established, installed, and configured a range of environments, encompassing flight, non -flight, and developmental computing networks. These environments also encompass ground mission data processing systems. Our tasks involve creating setups for development, test, and production purposes, which service a diverse set of customers across divisions. JPL Projects currently being supported by JSI's SA's: • ECOSTRESS • Orbiting Carbon Observatory -2 (OCO2) • Orbiting Carbon Observatory -3 (OCO3) • Microwave Limb Sounder (MLS) • Soil Moisture Active Passive (SMAP) • Thermal Infrared Multispectral (TIR) • Microwave Limb Sounder Science Investigator led processing Sys (MLS SIPS) • Planetary Dats system (PDS) • Distributed Spacecraft Technology (DST) • Advanced Rapid Imaging and Analysis (ARIA) • TROPESS For these projects, our team has provided Unix & Linux system administration across various computing environments such as flight missions, development environments, test beds, labs, science and engineering areas, business areas and more. Our team has evaluated, installed, maintained, and upgraded IT infrastructure such as computing hardware, operating systems, and software. We have maintained the security and integrity of each computing system or virtual machine by implementing security monitoring tools and services. We continuously diagnose and fix software and hardware problems when they occur. Ourteam has administered local and remote user accounts and diagnosed network problems using network monitoring tools and system logs which are sent to logging servers. We have set up and maintained servers of varying types such as file servers, web servers, cluster servers, application servers, virtual machines, storage servers, OS installation servers, database servers and more. Additionally, we have performed other IT support tasks as requested by JPL's Mission and Science customer. City of Rosemead 1 1 Request for Proposals (RFP) No. 2024-29 Professional Services For Information Technology Services DADA SYSTEMS a ceea�nq eave in emm�eenno Cyber Services: JSI' SA's maintain and adhere to all of JPL's Cyber Security Standards. SA's work in concert with JPL Security teams to monitor and report threats and incidents that arise. High Performance Computing: Our team has been involved with on -prim High -Performance Computing (HPC) clusters for over two decades at JPL. We have developed managed and maintained high performance clusters to process data from SRTM, TES, OMI, MLS, Tropess and OPERA. Our SA's worked closely with Systems Engineers to develop the HPC clusters. The early on -prim clusters consisted of Sun servers running the Solaris operating system taking advantage of its multi -threading architecture. The server was connected to a cluster of nodes running the CentOS Operating system. All computing jobs were distributed to the nodes to be processed in parallel, utilizing of the multiple CPU's that resided on the nodes. The HPC model has evolved from inhouse developed HPC Parallel processing algorithms to now using a Swam configuration with a Slurm Job Scheduler. Currently on the Tropess project's off -prim processing is being performed on NASA AMES Super computers. JPL's Tropospheric Emissions Spectrometer (TES) and Microwave Limb Sounder (MLS) data was and is being processed using the Science Investigator -led Processing System (SIPS) HPC cluster. Data Center Operations: For over 16 years JSI's SA's have managed and maintained data center operations. We have helped with the relocation of on -prim data centers from Raytheon's Euclid Facility to JPL's Building 600 to Building 232. SA's have supported the re -racking, re -stacking, re -configuring and re -wiring of all hardware. Once installed, the maintenance phase begins with maintaining the health of the network and devices. This includes monitoring of all hardware and software and keeping systems patched up to date. The tasks under Jada's jurisdiction aligned directly with the JPL requirements. JPL management has provided letters of accommodation for the work that is continually being produced by our System's Administrators. System Administrators & Helpdesk Support 2012 - Present System Administration: Our team of experienced Senior Linux System Administrators works with a dedicated group of System Administrators to provide comprehensive support to customers at the let Propulsion Laboratory. Our responsibilities encompass the entire spectrum of system administration, starting from the installation, configuration, implementation, and ongoing maintenance of Linux servers, including both hardware and virtual environments. We assume the crucial role of managing disk storage devices, SAN and NAS devices, as well as network equipment. Moreover, we excel in building, configuring, and troubleshooting a wide range of open source and commercial applications. Our expertise extends to managing backups and restoration procedures, providing user support, and maintaining detailed documentation of system operations. Help Desk Support: Our team of Help Desk Specialists delivers prompt and precise technical assistance to users through various channels such as in-person interactions, phone support, and other electronic means. Our primary objective is to ensure minimal downtime for users while delivering exceptional customer service. With their extensive expertise, our Help Desk Specialists adeptly resolve client desktop issues by leveraging a diverse range of support tools and solutions. They demonstrate excellent problem -solving skills and are capable of working independently as well as collaboratively with other members of the IT team. City of Rosemead 12 Request for Proposals (RFP) No. 2024-28 Professional services For Information Technology Services JADA SYSTEMS A Leeain9 Ed,e In Enpinee6n9 DevODs Linux System Administrator: Our DevOps Linux System Administrator works with a team of skilled System Administrators to provide comprehensive support to customers based at the Jet Propulsion Laboratory. The primary responsibilities of this role encompass all facets of system administration, starting from the installation, configuration, implementation, and ongoing maintenance of Linux servers, spanning both hardware and virtual environments. The System Administrator assumes the crucial responsibility of managing disk storage devices, as well as SAN and NAS devices, while also overseeing the network equipment. With their expertise and proficiency, the System Administrator ensures the smooth operation of the Linux infrastructure within the organization. CITY OF ►�IPIY fA D E N A City of Pasadena Temporary Staffing Services for the Department of Information Technology #31458 Contract Term: 12/2023 —12/2028 Contract Term: 1/2016 —12/2023 1SI partners with the City of Pasadena to deliver technical support services to the City's associated departments. Our team of engineers specializes in migrating data from the existing Oracle Legacy Database to the new LMS System SQL Server. We offer comprehensive support for Oracle Database administration, as well as Crystal Reports generation services. Additionally, we oversee configuration management support for the development of new software. 2019 — 2020 Helpdesk Support Our Helpdesk support team functioned as the initial point of contact for users, promptly addressing their needs. They effectively provided both remote and on-site troubleshooting assistance, resolving technical issues efficiently. Our team consistently managed a high volume of service requests, ensuring that each request was handled in a timely manner. Additionally, our Helpdesk support specialists were responsible for the installation and configuration of mobile devices, as well as the implementation of Mobile Device Management Software. They played a key role in leading a system -wide upgrade that involved upgrading over 400 machines, demonstrating their expertise and proficiency in managing large- scale projects. 'LABS .� ....ra,..... City of Los Angeles / Department of Building & Safety 10/2016 — Present Contract: Contract Programmers, System Programmer Contractors, Bench Information Technology Services Sr. Programmer Analyst 2018 - 2020 JSI provided a Sr. Programmer Analyst to provide technical expertise and application development assistance in the design, development, testing and contribution of the ePlan and the Universal Cashiering System Citrix Engineer / Training 2019 — 2020 Our Citrix Engineer has successfully completed the following tasks, demonstrating our expertise in Citrix engineering: • Citrix Environment Update: Designed, developed, tested, and implemented an updated Citrix environment with the latest software versions. • Application and User Accessibility: Ensured all applications were functional and accessible to all users, resolving any issues swiftly. • System Redundancy and Scalability: Delivered a redundant and scalable Citrix system for current and future needs. • Complementary Equipment: Verified that all supporting equipment (servers, storage, etc.) met requirements. • Project Coordination: Managed project activities, ensuring timely progress and adherence to goals. 13 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JAOA SYSTEMS A Leading edge In ena,eenna • IT Security: Maintained IT security standards for system integrity. • User Acceptance Testing: Oversaw UAT, addressing issues to ensure smooth operation. Deliverable Management: Managed timely submission and approval of all deliverables. Status Reporting: Provided regular updates on project progress and resolutions. V/7Ci�01t ........... Community Action Partnership of San Bernardino County 12/2020 — Present Contract: Information Technology (IT) Process Management Project: Data Center Firewall Replacement (Project Management, Network Upgrade, Quality Assurance, Technical Support) 1. Infrastructure and Platform Solutions: JSI offers hardware, computing, storage, cybersecurity, and network services, including tiered desktop support and robust backup solutions. 2. Network Operations: Our engineers ensure wired and wireless network connectivity, redundancy, VLAN segmentation, and security measures with 99.99% uptime. 3. System Monitoring and Notification: JSI provides 24/7 system monitoring and efficient support, ensuring operational continuity. 4. Telecommunications Services: Our engineers administer VoIP systems, offer training, maintain inventory, and manage billing. 5. Cable Installation and Maintenance: 1SI team excels in cable management and installation. 6. Mission / Project IT Infrastructure Support: JSI team prioritizes cybersecurity, manage various servers, and ensure continuous user connectivity. 7. Cyber Services: JSI team implements multifactor authentication, endpoint protection, and firmware updates to safeguard data. 8. High -Performance Computing: JSI team has designed a reliable network with failover capabilities. 9. Data Center Operations: JSI team provides integration, maintenance, and support services for computing infrastructure. Advanced Infrastructure Management and Platform Solutions: Jada Systems Inc. (JSI) is currently providing hardware, computing, storage, backup, cybersecurity, network monitoring services, managing VoIP & Video Conferencing Support. Forthese offerings we provide tier 1, 2 & 3 desktop support services for San Bernadino Counties largest outreach center: Community Action Partnership. The hardware and installed software are monitored via network interfaces and system logs which are germane to the infrastructure architecture, setup, and maintenance. This includes configuring and managing firewalls, switches, cyber security, redundant power, and Bare Metal Recovery (BMR). Configuration backups are maintained on -premise and in cloud storage. The OS patching schedule is applied within 7 days of patch release date. The SLA for uptime for the network is 99.99 %. This is a non -classified network; thus, we have provided provisions for a secondary backup network in the event of a primary internet outage. As a prime contractor, JSI is entrusted with the support of several critical services which encompass managing diverse environments. Our team uses VMWare to setup, install and manage virtual machines. Amazons S3 storage is used for backing up critical environments ensuring that we can perform Bare Metal Recovery (BMR) in the event of hardware issues. ICity of Rosemead 14 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JAOA SYSTEMS LPG'Jinq Etlge In Enq;^eering Snapshots / Backups suitable for BMR are performed daily to an enterprise -wide backup server via (Drive. [Drive uses ZFS behind the scenes and stores all backup data on-site & off-site. (Drive uses the same methods as VEEAM for its backup solution. r Network Operations: • dab For network operations, JSI provides —,-- wind dual network connectivity through wired .W. to fi,ta"°usenC eiO and wireless networking. For the Hot spare M Agcrdgen°n S.,Ie, wired network, we are using Ubiquiti Unifi aggregation switches for the uuu� naeu.�. top level and Unifi Power over Upgraded warehouse Ev9dYJ5h19nd Ethernet (PoE) access switches Z ba to de hfine war ntruse wl s. _ -" below that. The Unifi W[Fi APs are 10(3 eheeedl, ncHonon, _.—-:_= PoE based and are powered from the access switches. A few servers are using static IPs programmed into the .�„��■ servers directly. Most hardware uses zw„"rn,hrwee, °de 1G Access POM1s Mh dual 10(3 uplink DHCP with the DHCP server having iWh renduses cha�ne;s�w"'°G PoE °°°'°°""° `aa°° fixed lPaddressesprogrammed infor �a Spares i` static assignments for easier i_ Spare a mum centralized management. Firmware on the firewalls and switches are updated routinely. OS patches to the workstations are updated at regular intervals. There are dual fiber-optic Internet connections to different ISPs for added redundancy. By default, there are different paths for VOIP and data traffic with the option to share a connection in the event of a service outage with one ISP with the help of packet prioritization. The network is split up into multiple VLANs serving different purposes such as the main corporate network, a management network, a guest network, etc. Firewall rules and policies on the switches have been setup to help maximize the security of these VLANs. JSI SA's also support remote field operations with San Bernardino's mobile distribution network. To sustain the health and security of the network OS upgrades, security and firmware patches are applied to all hardware during non -peak hours, ensuring that we maintain our SLA of a 99.99% uptime requirement. JSI frequently revisits hardware maintenance agreements and keeps a database of hardware that is at end of life for replacement. 24/7 System Monitoring and Tiered Support Services: The systems are monitored 24X7 due to the sensitive nature of operations. JSI provides fast and efficient Level 1, 2 & 3 support for all supported systems. All Firewalls, Switches, Workstations, system logs, routers and UPS's are being monitored via a logging server. Event notifications are sent to SA cellphones via Pushover notifications. City of Rosemead 15 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS A Leading edge In Engin Mno Telecommunications Services: All communications are routed through the VOIP system. All services are administered and maintained by JSI. The Vol P dashboard interface allows for the administrator to setup hunt groups to route incident calls. The installed VoIP Solution provides the capabilities of voice mail, chat, and video conferencing. JSI's Tech staff supports the provisioning of new phone lines and facilitates repairs. We coordinate with the VolP provider to provide support for services. JSI's help desk provides new users with specific training on the usage and capabilities of the phone system. JSI evaluated and recommended the headsets that were most compatible and best matched with the associated phone hardware. The VoIP system dashboard enables JSI to easily maintain users that matriculate on and off the program. This dashboard database is hosted in the cloud, and we also maintain a version on site. JSI frequently updates the E-911 database to reflect accurate user information. Spare Telephones and headsets are kept in inventory in the event that a parts failure occurs. In this instance parts are swapped out and broken parts are returned for repair. Telecommunications equipment i.e. (phones, fax machines, headsets) are all property inventoried and property tagged. When new users are assigned provisions, the new equipment is configured, and this new equipment follows the user throughout employment. Monthly VoIP bills are reconciled, approved by management, resulting in invoices being paid. JSI Telco engineers have been instrumental in shaping the VoIP System installed at San Bernadino's CAP organization. We have provided the specifications for all VOIP Telephones, Headsets, Voicemail, Web, and video Conferencing. JSI has assisted in acquiring the equipment and setting up 365 degree conference room video conferencing. The older version of the phone system used outdated Tl lines and antiquated switching equipment for the phone network. JSI engineers recommended the current VolP installation which includes a new dedicated 500/500 MB fiber connection backbone for more reliable communications. Cable Installation and Strategic Resource Management: JSI has several years of experience in cable installation and maintenance. We've strategically used pre -made cables to optimize time, handmade cables when necessary, and neatly organized cabling for firewalls, switches, UPS systems, VoIP phones, and workstations. When jobs require burstable resources, we also have relationships with Prolific Electric out of Los Angeles that is a certified cable installer, and LASCOM2, whom has experience with JPL's IT Service and Help desk. Comprehensive Cybersecurity and IT Infrastructure Management: Cybersecurity is held in the highest regard where every computing system and environment is shielded with the best protective measures. We leverage advanced security monitoring tools and services for security and integrity of these systems, ensuring that the organization's data and processes remain uncompromised. Our team has the ability to diagnose and fix hardware and software issues as they occur. The network is the most important part of SBCAP's organization. With this understanding, ourteam is constantly looking for ways to keep the network safe and resilient with the aid of specialized tools and constantly monitoring system logs, they ensure uninterrupted network functionality. 16 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JAOA SYSTEMS A Leading edge In E glrcerinq Within the IT Department our team manages various computing environments. We are continuously assessing, installing, sustaining, and enhancing all elements of the IT infrastructure, from cutting-edge computer hardware to the latest operating systems and software. We provide SA support for both local and remote user accounts, ensuring that every user, irrespective of their location, remains connected and operational. JSI is skilled in initiating and maintaining a diverse range of servers. Be it File, Web, Cluster, Application, Virtual Machine, or even Database servers; their expertise ensures a stable and robust server infrastructure. Cyber Services: Within San Bernardino's CAPS program, cybersecurity is held in the highest regard. We not only protect the county's organizational data, but we also protect the data of countless families that interact with the organization. We start our systems cybersecurity methods with ensuring that all high-level systems have a multifactor authentication scheme applied to them. All Systems that are accessed at the highest level use a software package called DUO for a safe sign on procedure. Our end user systems are further protected by an enterprise level cybersecurity and virus protection software package. JSI engineers make sure that the firmware for the Firewalls, switches, and WIN APs are kept up to date and are constantly monitored. High Availability Network Design for Uninterrupted Connectivity: At San Bernardino's CAP organization, ensuring that the network infrastructure is up and available at all times is critical. JSI has designed the network for reliability. We have setup a High Availability (HA) networking system that allows for the network to automatically reconfigure itself to a failover circuit in the event that the primary connection is lost. This is achieved through redundant High Availability (HA) firewalls with pfSense switching software. Data Center Operations: The JSI team is currently providing integration maintenance and support services, including equipment, and communications services/infrastructure to support the successful operation of the computing infrastructure. We are experienced in planning out computing infrastructure, installation, and cable management, and managing and monitoring computing infrastructure. We are experienced in setting up logging servers that send immediate notifications when an incident occurs. It is very important to have a strong plan of redundancy and resiliency in general and to have those plans properly implemented and tested. Properly evaluating what is needed where and where it is not, in other words right sizing, can be reasonably cost effective up front while providing the reliability really needed for reliable operations. Always have a good and tested backup so that if anything ever goes wrong enough, you can feel safe knowing it can be recovered / rolled back and operations can continue from that coherent save point. City of Rosemead 17 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS A Leading edge In Engineering LA Los Angeles County Service Authority for Freeway Emergencies (LASAFE/LA Metro) Contract: PS57721000 LARTMC Equipment, Infrastructure and Maintenance Services 2019 — 2024 Financial and Administrative Support Services 3/20/2019 - Present SOCAL 511 Personnel Support and Services 12/2018 - Present Comprehensive IT Infrastructure and Backup Solutions for LA Metro 511: JSI is currently providing Hardware (Computing, Storage and Backup services for Los Angeles Metro's 511 unit, which is co -located with Caltrans, CHP, and 911 Dispatch. The Hardware and installed software are monitored via network interfaces and system logs which are germane to the managed Firewalls, UPS's and Cisco switches. Configuration backups are maintained On -premise and in cloud storage. The OS patching schedule is applied within 7 days of Patch release date. The SLA uptime requirement for the network is 99.99 %. This is a non -classified network thus we have provided provisions for a secondary backup network in the event of a primary internet outage. Network Operations: For Network Operations JSI provides network connectivity through wired and wireless internet access through Ubiquity Unify Access Points. Connectivity to the primary workstations on the LAN are accessed using DHCP. Firmware on the Firewall and switches are updated routinely. OS Patches to the workstations are updated at regular intervals as well. For this network JSI has provided primary and secondary Internet circuits in order to maintain our SLA of 99.99 % client uptime. The primary circuit is fiberoptic, the secondary circuit is wireless. System Monitoring and Notification Services: The System is Monitored 24X7 due to the sensitive nature of operations. According to the contract, all incident calls must be responded to within 15 minutes of an incident call. Hardware issues must be resolved within 4 -hours of the incident calls or replacement parts must be provided. JSI's proximity to the networking install site allows for fast and efficient support from Level 1, 2 & 3. System monitoring is provided through Firewall, UPS, and workstation systems logs Telecommunications Services: All communications are routed through the VoIP service which is administered and maintained by JSI. The VoIP dashboard interface allows for the administrator to setup hunt -groups to route Incident calls. The installed VoIP Solution provides the capabilities of Voice Mail, Chat and Video Conferencing. JSI's tech staff supports the provision of new phone lines, facilitates repairs and is responsible for making the payments to the VolP provider. JSI has coordinated with the VolP provider to provide support for services. JSI's help desk provides new users with specific training on the usage of the phone system. JSI was responsible for testing, recommending, and procuring headsets that offer optimal connectivity with the VolP Cisco phones. The enterprise level VoIP system dashboard enables JSI to easily maintain users that matriculate on and off the program. This dashboard database is hosted in the cloud, and we also maintain a version on site. Spare phones and headsets are maintained in our inventory to address any parts failures. If an issue arises, the faulty parts are replaced and then sent for repair. LIQ, City of Rosemead 18 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JAOA SYSTEMS !r leaalnq EaeP in Englneerino Telecommunications equipment, such as phones, fax machines, and headsets, are cataloged and tagged as property inventory. When equipment is allocated to new users, it's configured specifically for them and remains with them throughout their employment. Monthly VoIP bills are reconciled, approved by management resulting in invoices being paid. JSI engineers designed, developed, and installed the current VoIP System at LA Metro's 511 operations headquarters. This is a brand-new design that is integrated into the facility with Caltrans, CHP and 911 dispatch. The focus of the project was to install fiber optic communication lines to connect the communication from the Telco closet located in the basement of the building to the fourth floor, where operations and workstations are located. After all installations were completed JSI is now responsible for providing maintenance and sustainment services/support. This support includes customer support to assess any system, equipment, service, communications, or infrastructure anomalies. Expert Cable Installation and Strategic Partnerships for Optimal Network Performance: JSI has several years of experience in cable installation and maintenance. We've strategically used pre -made cables to optimize time, handmade cables when necessary, and neatly organized I ' cabling for firewalls, switches, UPS systems, VoIP phones, and workstations. When jobs require burstable resources, we also have relationships with Prolific Electric out of Los Angeles that is a certified cable installer, and LASCOM2, whom has experience with JPL IT's Service desk and Help desk. Advanced IT Infrastructure Management with Emphasis on security and Network Integrity: JSI's team is continuously assessing, installing, sustaining, and enhancing all elements of the IT infrastructure. From the most cutting-edge computer hardware to the latest operating systems and software. Security for this infrastructure remains paramount. At LA Metro's 511, every computing system is shielded with the best protective measures. By leveraging advanced security monitoring tools and services, our team guarantees the security and integrity of these systems, ensuring that the organization's data and processes remain uncompromised. Our team proactively monitors the network for threats. Identifying threats and taking the corrective course of action ensures minimal downtime and disruption. Networking forms the lifeblood of the operations, thus our team is always prepared to detect and swiftly address any anomalies. By utilizing advanced tools and constantly monitoring system logs, they ensure uninterrupted network functionality. Cyber services: At LA Metro's 511 operations center cybersecurity is held in the highest regard. We are responsible for ensuring the integrity of the network and all its components. 19 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional services For Information Technology Services JAOA SYSTEMS !� Leatllnp Etlge in Enprtreetlnp We start our systems cybersecurity methods with ensuring that all high-level systems have a mu Itifactor authentication scheme applied to them. All Systems that are accessed at the highest level use a software package called DUO for a safe sign -on procedure. Our end user systems are further protected by an enterprise level cybersecurity and virus protection software package. JSI engineers make sure that the firmware for the Firewalls, switches, and WIN Access Point (Ap's) are kept up to date and are constantly monitored. High Availability Network Design for Uninterrupted LA Metro 511 Operations: At LA Metro's 511 operations center, ensuring that the network infrastructure is up and available at all times is critical. JSI has designed the network for reliability. We have set up a High Availability (HA) networking system that allows for the network to automatically reconfigure itself to a failover circuit in the event that the primary connection is lost. This is achieved through redundant High Availability (HA) firewalls with pf5ense switching software. Data Center Operations: The JSI team is currently providing infrastructure maintenance and support services, including equipment, and communications services/infrastructure to support the successful operation of the computing infrastructure. We are experienced in planning out computing infrastructure, installation, and cable management, and managing and monitoring computing infrastructure. We are experienced in setting up logging servers that send immediate notifications when an incident occurs. All completed tasks were tailored to meet customer requirements, including the SLA stipulation of addressing anomalies within 15 minutes. JSI's closeness to Glendale ensures we can respond to service calls within the contractually specified time, upholding the set SLA agreements. 1SI's track record provides excellence in field operations, prominently highlighted by our role in integrating SoCal 511 operations with Caltrans and 911 dispatch. The original RFP did not have a requirement for a Backup Internet circuit. During the course of operations, we had failures due to the fiberoptic line being unavailable. Thus, we had to wait until the primary internet circuit was back online before anyone could work. JSI recommended a secondary circuit be available as a backup internet source. This secondary line provides insurance that we can adhere to the 99.99% SLA requirement. City of Rosemead 20 Request for Proposals (RFP) No. 2024-28 Professional services For Information Technology services JADAeSYSTWS 3.5 References Community Action Partnership of San Bernardino County Address: 696 S. Tippecance Ave., San Bernardino, CA 92408-2607 Contact: Patricia Nickols, President & Chief Executive Officer Phone: (909) 723-1525 Email: pinickols-butler@capsbc.org Contract: IT Support & Staffing Services Description of Services: Helpdesk, IT Support, Networking, and IT Staffing Los Angeles County Service Authority for Freeway Emergencies (LASAFE/LA Metro) Address: One Gateway Plaza, Mail Stop 99-11-1, Los Angeles, CA 90012 Contact : Iain C. Fairweather Senior Manager, LA SAFE LA°' Phone: (213) 418-3377 (W) Email: fairweatheri@metro.net Contract: PS57721000 LARTMC Equipment, Infrastructure and Maintenance Services Description of Services: Helpdesk, Infrastructure and Maintenance Services SOCAL 511 Personnel Support and Services rncmoF City of Pasadena s�.PAJ'A D E N A Address: 100 N. Garfield Ave., Pasadena, CA 91101 Contact : Dan Augustyn, Management Analyst Phone: 626-744-6789 Email: daueustyn@citvofpasadena.net Description of Services: Professional Support Services for the Department of Information Technology (Data Analysts, Report Developers, and Helpdesk Support) 3.6 Adherence to Schedule and Budget Our firm has consistently demonstrated the ability to meet deadlines and adhere to budget constraints on complex and large-scale projects. A notable example is our ongoing workwith Raytheon, JPL, and NASA under various contracts, including EISOC, EPIC, SDSIO, and DSIO. Since 2000, we have successfully managed projects valued at up to $30 million, delivering a wide range of services such as IT staffing, IT consulting, web development, software engineering, system engineering, technical writing, technical support, and system administration. Throughout this engagement, we have maintained a track record of completing deliverables on time and within budget. Our project management processes are designed to ensure careful planning, constant monitoring, and proactive communication, which allows us to navigate challenges effectively and keep projects on course. The sustained trust and repeat contracts with these high-profile clients attest to our commitment to delivering quality services without exceeding allocated resources or timelines. City of Rosemead 21 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS A Leetlln9 EtlOP In En0lneetln0 4.1 Project Understanding We understand the City of Rosemead requires comprehensive IT services to manage and secure its infrastructure. Our firm will provide a full-time on-site support technician, supplemented by additional resources for emergencies and upgrades. We will ensure 24/7 support, handle desktop troubleshooting, network management, data backups, and system maintenance. In addition, we will assist with IT planning, provide regular updates, and collaborate with City leadership to meet current needs and support future growth. Our goal is to ensure the City's IT systems operate efficiently, securely, and in alignment with its objectives. 4.2 Propose Approach for Addressing Required Services Our proposed approach involves three core phases: Transition, Operation, and Continuous Improvement, during which we will provide reports and analytics to ensure transparency and data -driven decision- making. 4.2.1 Transition Phase This initial phase ensures a seamless transfer of IT responsibilities to our firm. During the first 30 days, we will: Conduct a comprehensive IT audit to assess the current state of hardware, software, network, and security. This audit will help identify critical areas needing immediate attention and form the basis of our IT Business Plan. Within the first 60 days, we will develop a comprehensive IT Business Plan that outlines key technology recommendations, potential system upgrades, and security enhancements, all aligned with the City's long-term goals. A dedicated, full-time on-site technician will be deployed to provide daily support, working according to the City's 4-10 schedule from Monday through Thursday, with flexibility for Fridays as needed. Furthermore, we will establish robust backup procedures and detailed documentation for active servers, ensuring seamless business continuity during emergencies or scheduled downtime. 4.2.2 Operational Phase Once the transition is complete, our team will manage the day-to-day IT functions of the City. Key operational tasks include: • Full-time On -Site Technician: The technician will address day-to-day technical issues, provide user support, maintain network and server health, and work extended hours as needed for public meetings and special events. • Backup and Emergency Support: We will provide backup staffing resources for handling urgent situations or planned upgrades. Our 24/7 support hotline will ensure immediate assistance, with remote or on-site support within two hours for after-hours emergencies. • Account Management: A dedicated Account Manager will manage the contract, provide monthly personnel schedules, oversee billing, coordinate emergency call -outs, and schedule regular meetings with the City's IT overseer to discuss ongoing projects and IT health. • End -User Training: We will offer training for City staff as needed or as identified by our team, ensuring that staff are well -versed in the latest technologies and tools they are using. • Enforcement of IT Policies: We will enforce all City IT policies, ensuring compliance with regulations on technology use, security, and data management. '• .I • City of Rosemead 22 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS �v+ n ��aina eaae �n ena�neennq 4.2.3 Continuous Improvement Phase To ensure continuous progress, our team will: • Perform regular IT audits and provide quarterly hardware inventory reports. This will keep all hardware and software updated and provide timely recommendations for improvement. • Enhance IT policies to align with the latest technology standards and trends, including cybersecurity and cloud -based solutions. • Quarterly IT Health Reports: Provide the City with reports on network health, IT performance, project updates, and recommendations for infrastructure improvements. 4.3 Timetable for Transition to Full Operation Phase Activity Timeline Transition Phase Initial IT audit Within the first 30 days IT Business Plan development Within the first 60 days Onboarding full-time technician Within the first week Backup plan documentation Within the first 60 days Operational Phase Day-to-day IT management Ongoing 24/7 emergency support Immediate upon contract Continuous Improvement Quarterly hardware reporting Every 3 months End-user training and IT policy enforcement Ongoing 4.4 Related Service Experience Our firm has extensive experience in providing IT managed services to public sector organizations. Key projects include: Community Action Partnership of San Bernardino County Contract: Information Technology (IT) Process Management Project: Data Center Firewall Replacement (Project Management, Network Upgrade, Quality Assurance, Technical Support) Los Angeles County Service Authority for Freeway Emergencies (LASAFE/LA Metro) Contract: LARTMC Equipment, Infrastructure and Maintenance Services 2-i City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JAOAESYSTEMS 5 STAFFING 5.1 Overview Our staffing approach ensures that the City of Rosemead will receive consistent, professional IT support tailored to the City's unique needs. Our team will provide full-time on-site support, supplemented by remote and emergency services, ensuring seamless operations and rapid response to any issues. We commit to maintaining personnel consistency and providing backup resources to guarantee no service interruptions. 5.2 Full -Time On -Site Support Technician A dedicated full-time IT support technician will be assigned to work on-site from Monday through Thursday, 7:00 a.m. to 6:00 p.m., in alignment with the City's 4-10 work schedule. The technician will be responsible for providing desktop support by handling trouble calls, configuring PCs, maintaining software, and performing hardware installations. They will also oversee computer operations, including log monitoring, preventive maintenance, and backups. Additionally, the technician will support the City's network and systems, ensuring efficient operations, performing maintenance, and managing server patches. Security administration duties include maintaining network security, managing user access rights, and ensuring compliance with best practices. Usertraining sessions will also be conducted as needed. The technician will be available for select public meetings, after-hours work, and server maintenance on designated Fridays or during emergencies. 5.3 Backup Support & Emergency Coverage To manage emergencies, staffing inconsistencies, or planned upgrades, backup staffing will be provided to address urgent issues, supported by a 24/7 hotline for after-hours problems. Remote support will be prioritized, with on-site responses within two hours of notification. For critical projects needing extra staff or expertise, a pool of trained IT professionals will be on standby. 5.4 Account Manager An assigned Account Manager will be responsible for managing all aspects of staffing logistics. This includes developing monthly schedules for City personnel, coordinating emergency callouts, preparing monthly reports, overseeing billing processes, and managing administrative tasks. Furthermore, the Account Manager will conduct regular status meetings with the City's IT overseer to ensure smooth operations. 5.5 Procedural Documentation & Backup Planning We will create detailed procedural documentation for all active servers and IT processes. Backup plans will be developed and updated regularly to ensure seamless data restoration in the event of a failure. 24 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JAMA SYSTEMS r1 LPdtll^q EtlOe In EnO�^PPrin9 5.6 IT Audit and Business Plan Within the first 30 days, our team will perform a comprehensive IT audit to assess the City's current IT infrastructure. A detailed IT Business Plan will be developed within 60 days, outlining a long-term IT strategy for the City. 5.7 Staffing Consistency and Key Personnel We recognize the critical need for continuity in IT support services and are dedicated to providing a seamless experience. Our approach ensures personnel stability by assigning an on-site technician who will remain with the project for the contract's duration, unless the City requests a change. Additionally, we will ensure that all staff members assigned to this contract possess the required certifications, expertise, and experience to effectively address the City's specific IT needs. 5.8 Staff Training & Development To maintain a high standard of service, our technicians will undergo continuous training in the latest IT practices, ensuring they remain proficient in relevant technologies and processes, including security measures, network management, and customer service. 5.9 Organizational Chart: ' RNdeneSC.ET-=7 .D. M... own RarDm. s.rtpmlw M.oe.er sr. tompll.nmamcnr a' Cabbn Cb.Mgy .uweN r I.J. M.niMr Sr. r Rvlw Men.Rr ChnsWpMrlkomemCTnli In ml TeTnlml pwrt— HelpDe3k5pe0ellat appcn ne,2 5.10 Key Personnel lam—perlompnl[e wrworNHR W mrtConwwre y.TMnIOIIRewIRr I S. open I ' Adminrlstrabr de DBP Jawnsiyeer WeTnonRIII Alklo.M.4. Y.Yftr. Aemn Thompwn Web Developer Web Developer Developer swtemM-__mta Malay."., Sr. VIN%Ceveloper Our team is composed of highly skilled professionals with extensive experience in IT support, ensuring that we meet and exceed the City's requirements. Troy Davis, President & CEO (Primary Contact) Mr. Davis is a senior executive with more than 20 years of hands-on IT experience. Heis adept at conceptualizing ideas and managing operations, which has led to a distinguished history of assuming ever expanding levels of responsibility from program managementto product delivery. His background and education (Master's in Computer Systems Architecture & Engineering from the University of Southern California (USC) and Bachelor's in Computer Science from Cal Lutheran University) have enabled him to city of Rosemead 25 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services AJADA SYSTEMS A leedlnp eaee in EnO�needn0 specialize in solving complex issues related to large scale software systems at various private and government organizations. Larry Cooper, Director of Human Resources As Director of Human Resources at Jada Systems, Inc., Mr. Cooper is responsible for managing the entire recruitment process from sourcing, interviewing, negotiating, presentation of offers, and new hire orientation. As part of the recruitment process, Mr. Cooper manages the recruiting team to screen, and interview qualifying potential candidates and presents top talent to the clients across private and government clients in the United States. Mr. Cooper has acquired a strong network of contacts through his 10+ years of creative and persistent recruiting efforts. With Mr. Cooper's unique contacts in different industries, he can identify top level talent for his diverse blend of clients in multiple vertical industries. Ray Davis, Senior Compliance Director (Contracts & Compliance) Mr. Davis is a dedicated Compliance Director brings a unique blend of law enforcement experience and IT project management expertise to the table. With over 23 years at the Santa Clara Sheriffs Office as Deputy Sheriff, he is dedicated to ensuring efficient, compliant, and budget -conscious execution of IT projects. Michael Brown, Senior IT Project Manager Mr. Brown is an experienced Sr. Project Manager with a strong background in IT solutions for Fortune 500 companies, skilled in project management methodologies, team leadership, and financial acumen. He successfully managed complex projects, negotiated partnerships, and excelled in client relations and cost negotiations across various roles in leading organization, including Cisco Systems, and Dignity Health, and Raytheon. He holds certifications in Project Management (PMP), Cisco Network Associate (CCNA), and Novell Netware Engineering (CNE), with BS in Finance from California State University Los Angeles. Timothy Holt, Senior Software Developer Mr. Holt, who specializes in all aspects of UI/UX Front -End and Back -End Development, has over 25 years of extensive and progressive IT experience in the aerospace industry (1PL, Raytheon, and Boeing, etc.). Mr. Holt is an expert in Python, ASP .Net, JavaScript, SQL and PHP development; a subject matter expert in Augmented and Virtual reality programming, relational database development, and Client/Server architectures; and is highly proficient in all phases of the Software Development Lifecycle. Jason Snyder, Senior Software Engineer With over 18 years of experience, Mr. Snyder is a seasoned Software Engineer skilled in designing web interfaces, database systems, and complex networks. He holds a Bachelor of Science in Computer Science from California State University San Marcos. Proficient in a wide array of tools and languages, including Oracle, ColdFusion, Python, and C/C++, he has a solid foundation in both front-end and back -end development. His career highlights include roles at JPL, Artech, Staff Finders, Volt, Vision Tree Software, Z57, and Northrop Grumman. Notable achievements include transitioning data storage systems, architecting cyber security applications, and optimizing database performance. A network engineer whom also is an expert with firewalls, VOIP and wireless technologies. They excel in team leadership, process enhancement, and automation, making significant contributions to each project they undertake. 26 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional services For Information Technology Services C JAOA SYSTEMS M5 wading edq. in a gpneennq 5.11 Staff Resumes IQ City of Rosemead 27 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services C JACIAESYSE EMS 5.11.1 Technical Project Manager: Michael Brown, PMP, CCNA SUMMARY Highly accomplished project management professional with a proven track record of delivering complex IT solutions on time and within budget to Fortune 500 companies. Experienced in all project management phases, adept team leader, and skilled in multi -tasking with excellent communication. Strong financial/accounting background. EXPERIENCE Jada Systems, Inc. Pasadena, CA October 2017 — Present Sr. Project Manager • Negotiate a partnership with Raytheon, JPL, City of Pasadena, and others. • Provide management consulting services, technology evaluation, and program management. • Lead a team for software development for Raytheon Electronics. Charter / Spectrum (LRS consultant) September 2019 — May 2021 Sr. Project Manager • Supported small to medium IT projects nationwide. • Coordinated efforts between vendors, engineers, and business management. • Managed projects using MS Project, Clarity, ServiceNow, and Cherwel applications. Dignity Health, Los Angeles October 2018 — March 2019 Sr. Project Manager • Managed VoIP implementations for 9 hospitals. • Coordinated equipment orders, system implementations, and user training. WGroup Consulting Agency/Providence St. Joseph Health, Anaheim, CA October 2017 —October 2018 Sr. Project Manager • Managed an enterprise wireless upgrade project across multiple status. • Oversaw infrastructure redesign, equipment installation, and IT configurations. World Wide Technology (W WT), Los Angeles, CA March 2014 May 2017 Sr. Project Manager • Managed complex VoIP and UCCE deployments in hospital environments. • Supported WAN/LAN design and vendor relationships. • Received acknowledgements for restoring relationships with at -risk programs. CISCO Systems, Inc. (Implementation Services Group), Los Angeles, CA. June 2007 — March 2014 Advanced Services Project Manager/ Business Development Manager INTERNATIONAL NETWORK SERVICES (INS), Los Angeles, CA. July 2005 — March 2007 Project Manager/Consultant EDUCATION BS, Finance, California State University Los Angeles, Los Angeles, CA PROFESSIONAL CERTIFICATIONS Project Management Professional, (PMP) Cisco Certified Network Associate, (CCNA) Novell Certified Netware Engineer, (CNE) PROFESSIONAL ORGANIZATIONS Project Management Institute —Telecommunications Special Interest Group, Los Angeles CA, Member 28 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services k JADAeSYSE EMS 5.11.2 System Support Specialist: Scott Feeney Work Experience Linux System Administrator, Jada Systems, Inc. / Raytheon, Pasadena 2/2011 to Present At Raytheon, I work as the Senior Linux Administrator over backing up multiple servers for the Physical Oceanography Distributed Active Archive Center (PODAAC) department for NASA/1PL. Our team works directly with system engineers, system administrators, database administrator, operators, and project scientists. In order keep up with the daily demands of NASA/1PL, our entire Raytheon team has to: learn fast with ability to quickly adapt to new technology, software and tools; multi -task and work well individually or work effectively in a team environment; demonstrate technical and analytical skills; and integrate and test new hardware and operating systems. Network and SAN operations and Linux environment • Server remote management tools such as Dell iDRAC and HP iLO • RedHat7 and Cerl • Overland's NEO 8000 tape library • Perform daily backup using NetVault backup tool and monitor backup status. Trouble shooting backup tools and backup device if needed. • Manage tape usage, replace bad tapes, order new tapes, label new tapes, ship tapes for permanent archive Perform monthly restore testing activities Monitor hardware and network status using vendor provided or in house developed tools. Create and maintain technical documentation to ensure efficient planning and execution. IT Support Specialist / System Administrator, US Secret Service, Washington City, DC. 7/2010 to 2/2011 At the USSS, I am integral part of the 24x7x365 help desk call center to support the 6000+ users all over the world. Our team is responsible for: enterprise troubleshooting; remotely assisting users using the ticketing system (SCSM) to document and create all incoming incidents and service requests; manage assigned workloads; ensure prompt resolution of issues; escalate issues to shift lead,/higher tier; track all issues to closure; and respond to user requests via phone and email. Education Bachelor of Science, Physics, University of California, Irvine 2005 Certifications and Licenses COMPTIA: Security+CE, Microsoft Excel 2010, Microsoft Word 2010, Red Hat Certified System Administrator, AWS - DevOps Associate, Docker Certified Associate, ITIL v4 29 Cry of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services CJAOA SYSTEMS Le dnp Etlpe In Erglroennp 5.11.3 Sr. Software Engineer: Jason Snyder Skills & Qualifications Tools Oracle, Access, PostgreSQL and MySQL, MX, Cold Fusion, Asterisk PBX, GIT, Xming (XDMCP in Linux), VMware, MS SQL Server, Spry, Dojo, jQuery, Selenium, HTML Tidy, Firebug, Studio,Dreamweaver, Fireworks, SSH (and parallel- ssh), Discoverer, Powercenter, Toad, Eclipse, Dreamweaver MX, Cold Fusion Studio,VIM Code Development C/C++, SQL, VBScript, HTML, CSS, Java, MIPS assembly, JSON, ZML, Perl, Python, XML, Bash (ksh specific), PL/SQL, Fusebox 3,4,&5, CFML, JavaScript, XHTML Environments Windows, NT/2000/XP/2003, UNIX / Linux, Cisco 105 Professional Summary More than 10 years' experience designing and building web interfaces, database systems, complex networks, network and application security minded work, Linux system level programming, hardware probing and debugging, and various special projects. Education • California State University San Marcos (CSUSM), San Marcos, California, Bachelor of Science in Computer Science, 2012 Training • ColdFusion basic and advanced with Andrews Technology. • Informatica Powercenter training and certification on site (at NGC's Space Park facility). • Oracle 9i training CDs. • On site Oracle Discoverer training. Work Experience Software Engineer Community Action Partnership of San Bernardino County, CA—Dada Systems, Inc. 6/2021 - Present All IT Infrastructure Maintenance Support & Web Support Project Software / System Engineer Working on Ubiquity Unifi network switching and FS CWDM hardware (multiplexing multiple channels of light over a single fiber), as well as Netgate pfSense for the firewalls. With everything being redundant with the network, utilizing redundant links between switches and spare switches pre -configured in order to quickly drop in and replace any failed switches. In addition, there is a spare Unifi controller. To help maximize versatility of use, PoE (power over Ethernet) switches were used. For high performance, redundant, cost effective firewalling accurate in size for CAP, redundant, hot standby Netgate pfSense firewalls were selected. The first phase for this project, we assessed what CAP's position and what was needed as their custom-tailored solution. We researched the exact hardware best suited for CAP based on the information we were involved in helping to acquire the hardware. We assembled, configured, and tested this hardware to make sure it was ready for deployment at CAP. As it appeared that the process was successful, we switched over to the new network. We remained on site to ensure the transition to the new network happened as smoothly as possible and helped fix any foreseeable issues that could arise. Software Engineer a. 30 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology services JADA SYSTEMS h Leetllnp Etlpe In Enpinenrl^p JPL, Pasadena, CA -Dada Systems Inc. 12/2016-5/2021 Software Engineer working on satellite data processing systems for the TES instrument for NASA/1PL. Implementing software to perform data automation. Developed Libraries and routines that enabled the transition from LTO -Tape storage of the science data to disk. Automated bulk extraction of complex data from tape and designing queries and other reference methods needed to reference data moved to disk. Built distributed report in Python. Helped with various administrative tasks requiring automation to perform effectively. Developing and Managing processing of various data products such as Extinction -maker algorithms. Built robust automation for downloading complex science data from orbiting spacecraft. Troubleshooting various problems arising while processing science data. Software Engineer Artech, San Ramon, CA— Contracted to AT&T 03/2014 —12/2016 • Primary focus on writing software for internal web database driven website. • Working heavily with Cold Fusion, MS SQL Server, HTML, CSS, JavaScript, and Git version control. • Has taken a lead role in enhancing team processes and enhancing application performance. • Has taken a lead role in implementing disaster recovery solution. • Championed getting Git setup and in use for the whole team I was on. Software Engineer Staff Finders, Beaverton, OR — Contracted to Intel 08/2013 —12/2013 • Primary focus on writing automated hardware testing and verification routines under Linux. • Working heavily with Python, low level C programming, system level Linux work, and various low level hardware probing and manipulation tasks such as USB bus monitoring, 12c based register manipulation, serial and Ethernet testing. • Combined an extensive experience with many of the underlying technologies along with on the job and personal research into new technologies in order to deliver cutting edge solutions and resolve challenging problems. • An example task was I wrote a stress test routine for a 3'd parry network device that tended to misbehave using a Python control script which ran a load generator I wrote in C in a manner to saturate the device. How the network adapter responded was captured by another C program I wrote which used a state machine I came up with to analyze how the network device behaved in real time with the help of a precision timer. In order to synchronize execution of the programs I used epoll() to listen for a synchronization event. Used pthreads and mutexes in order to generate parallel loads while tracking stats between threads. • Used Git for version control. Software Engineer Volt, Carlsbad CA—Contracted to L-3 Communications 11/2012-07/2013 • Primary focus on architecting cyber security application. • Worked heavily with networking, low level C programming, precision timers and signaling in C, Linux shell scripting, building and managing clusters, VMware, modifying C and C++ based FOSS applications and recompiling, and some Javascript and HTML work. Made heavy use of parallel execution tools through ssh and distributed GCC. • Was basically a one stop shop for all technical back -end work and guiding technical implementation specifications with my extensive knowledge on a large array of technologies I have worked with and researched over the years with a heavy focus on Linux, C programming, shell scripting, and networking and network security knowledge. • Setup my own Git repositories. Software Engineer Vision Tree Software San Diego CA 12/2007 - 07/2011 • Primary tasks focus on JavaScript heavy front-end (HTML, CSS, Dojo, and jQuery) design and database interaction with ColdFusion and PostgreSQL. 31 City of Rosemead Request for Proposals (RFP) No. 202428 Professional Services For Information Technology Services JADA SYSTEMS P L dlr Edge In En0lneerinp • Secondary focus on database layout and alternate means of storage and retrieval of data. This includes web services, XML, JSON (including RESTfui), and SOAP based, parsing text files of various formats, and configuring IPSec based VPN connections to remote database systems and HL7 web services through a Cisco ASA VPN device. • Also tasked with building Linux based servers, designing and coordinating implementation of fully redundant server architecture in Linux, and designing and implementing automated backup scripts in Linux. • Used SVN for version control and was first introduced to Git here. Significant achievements include: • Picture upload and resize + automatic animated GIF detection and resizing in an optimal, yet flexible manner in Linux. • Setting up IPSec based VPNs and building import scripts for ADT information. Software Engineer Z57 San Diego CA 09/2006 -12/2007 Primary focus on web front -ends (HTML, CSS, Spry) while handing back -end automation and database interaction with ColdFusion, Oracle, and Python. • Secondary focus on special projects such as setting up online store fronts and merchant systems often designing the Oracle based table structure myself, evaluating automated regression testing software, and re -configuring servers. Significant achievements include: • Customizing, bug fixing, and implementing a new and vastly improved object oriented JavaScript based HTML editor. traffic. Building a printable flyer (PDF generation) system and optimizing to handle a huge volume of Implementation of an online storefront and merchant system. Setting up Apache with SSL under Linux and connecting it to ColdFusion 7 on the development servers. • Building an online listings import system utilizing a ColdFusion 7 event gateway in order to monitor the upload while it executes in the background. • Setting up multiple XML based web services to automate communications with business partners. • Used SVN for version control. Software Engineer Northrop Grumman (Formally TRW) San Diego CA 07/1998 - 09/2006 • Primary tasks focus on web database design and interaction. This includes gathering requirements, designing the actual application and back -end database, coding, testing, releasing, and maintaining applications. Common technologies included HTML, CSS, JavaScript, ColdFusion, ASP, VBScript, MS Access, and Oracle. Did a fair amount of backend database work and scripting on HP -UX UNIX and also interfaced with an OS/390 mainframe. • Secondary tasks include installing and configuring servers, pulling and processing data from a variety of corporate sources, assisting with HP -UX UNIX based Oracle report servers, and fielding various odd ball questions nobody else has an answer for such how do I optimize this C code to fit in the scheduling window available for an embedded real time application. City of Rosemead 32 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services CJ A 0 A SYSTEMS Leading edge In enieneednG 5.11.4 Sr. Helpdesk / Windows Server Administrator: K. Edwards Work Experience Cable One - 9/ 2021 to Present • Perform daily maintenance tasks on servers, including patching cycles, virus scans, monitoring, and provisioning of new machines. • Maintain and modify all DNS records throughout the company. • Replace faulty hardware as needed, including new nodes, RAM, CPU's, HDD's, SSD's, NICs. • Work in a multiple domain environment, and ensuring that all the DC's, DNS servers, Payment servers, File servers, etc. are operating properly and in good health in each domain. • Monitored end user VM's, and ensured users had the support they needed. • Ensure network configurations are valid and collaborate with internal network teams to open ports, and free up IP addresses needed for servers. • Moderate exposure to SQL instances. • Collaborate with various vendors on support for faulty hardware / software. • Provision new AHV and ESM nodes / clusters as needed. System Administrator - Storm wind Studios 8/2020 to 9/2021 • Oversaw migration from all on premises servers to the cloud. • Authored many of the policies and procedures that are in place. • Created a robust KB system, documenting configurations from various devices across the network (Switches, Routers, APs, Meraki, etc.) • Provisioned Intune and enrolled a good portion of the company's devices. • Configured a Freshdesk ticketing environment, moving away from email distribution list, and enabling IT to track trends, and metrics. • Configured new VLANs, switches, other networking equipment as necessary to help with the overall business expansion. Lead Helpdesk SME - Insight Enterprises 6/2018 to 8/2020 • Created automation reports in ServiceNow, decreasing time spent on calculating manually. • Supported four other clients while being SME for the largest customer. • Ensured agents were meeting SLA times on tickets and escalating to level two and three for issues beyond our scope. Education: Information Systems Security - Fox Valley Technical College Skills: ManageEngine, ServiceNow, FOG Project, SCCM, Scripting, Nutanix, Basic DB Experience, Powershell, ESXi, Networking, Meraki, Homelabs, Active Directory, SentinelOne, nmap, Jira, Winclol , Azure, vSphere, 0365 Admin, Remedy, Windows Server 2008, GNS3, Intune TCP/IP Stack, DNS Academic Technical Summary: Wireshark, Exchange Administration, VPN, Cisco UCS, AWS, SQL, Freshdesk, VMWare, Network Administration, System Administration, Network Support, Microsoft Exchange, Operating Systems, Help Desk, Remote Access Software, Citrix, DHCP, Shell Scripting, VoIP, SCOM„ Microsoft Windows Server Certifications and Licenses: CCNA City of Rosemead 33 Request for Proposals (RFP) No. 202428 Professional Services For Information Technology Services CJACIA SYSTEMS Leeelnq Eage In Englneennq 5.11.5 Technical Support: J. Vasquez Professional Summary I have 18 years of professional IT experience in IT. I have supported customers in both the commercial industry, MSP environment, and employees in a corporate environment. My goal in the next 5 years is to be a Supervisor/Manager/Executive, IT Administrator, or IT Security. Skills • Certifications: Have: ITIL 4 Foundations; A+ In Progress: Project Management Professional (PMP) • Operations/Management: Myers -Briggs: ENTJ; Procedure Development; Strategic Planning; Documentation; Training and Development; Relationship Building; Team Player. • Operating System: Windows: 11, 10, 8.1, 8, 7, Vista, XP; Mac. • Electronic Devices: Servers, Routers, Switches, I -Phone, Android, I -Pad, Tablets • Microsoft: Office 365, Intune, Teams, Exchange, Active Directory, Office Suite • Ticket Systems: OS Ticket, Freshdesk, Samanage, SolarWinds, Spiceworks, Footnotes, ITSA • Remote Support: TeamViewer, GoToMyPC, Windows Remote Desktop, Dameware; LogMeln. • Adobe: Adobe Creative Cloud, Photoshop, Flash, Premiere, Dreamweaver, Acrobat. • Other/Misc.: NetDocs, Kaseya, SharePoint, VMware, Mitel, Videoconferencing, Encompass • CRM: Zendesk, Salesforce, ServiceNow, HubSpot, Smartsheet, Dynamics 365 • Bilingual: Spanish Education Bachelor of Science in Business Administration at California Polytechnic State University, Pomona. 2012 Major in Computer Information Systems Minor in General Management Work Experience Stater Bros Markets; San Bernardino, CA (Grocery/Food) June 2023 —January 2024 IT Computer Operations Shift Supervisor (Contract) Verified that jobs ran and completed on the mainframe and through Control -M and helped fixed any errors; Monitored store's tunnels, nodes, switches, servers, and security cameras; Organized meetings with other departments to help resolve Tier 0, 1, and 2 problems; Answered phone calls and e-mails from store employees to resolve their issues; Helped manager with projects. SeaSpine & Orthofix; Irvine, CA; (Medical Technology Company) Sept 2022 — May 2023 IT Support Lead Supported 13,000 employees; Managed daily IT tasks and projects; Organized IT training meetings for employees; Oversaw the new hire and termination processes; Enrolled and Managed people in City of Rosemead 34 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JAC)A SYSTEMS a �eaano eaoe � ena��nna Endpoint, MDM, and 0365; Updated user settings in Exchange Admin Center and on -prem; Helped users in Salesforce; Resolved VPN and DUO issues. Frosch Travel Agency; Houston, TX; (Travel Management) May 2022—August 2022 Technical Support Specialist II Supported 6,000+ employees and vendors; Troubleshoot and Resolved VPN, DUO, Office 365, Intranet, and 31d party software (Client Base, Apollo, Sabre, Trams, etc.) problems; Helped creating/terminating user accounts; Created/Edited e- mail accounts; Helped with projects. Manning & Kass; Los Angeles, CA, (Law Firm) June 2020—March 2022 Help Desk Lead Support 500+ employees and lawyers through calls and tickets; Resolved and escalated tickets; Ran updates on computers/servers; Documented/Updated IT assets, procedures, and processes; Trained new hires on our IT software; Updated our software; Completed tasks assigned to me by IT director. New Horizons Learning Group; So. Cali; (Educational and IT Training) March 2018—March 2020 Jr. System Admin /Trainer Monitored servers and network systems; Configured, upgraded and maintained hardware, software and infrastructure; Created and edited user accounts through Active Directory; Created images for meetings and class sessions; Updated and Added products to our CRM database. Tutored/taught clients in their courses (Microsoft Office, Adobe software, A+, Network+); Monitored clients results and optimize procedures to increase their productivity in learning; Trained new employees on our CRM database and network New American Funding; Tustin, CA; (Mortgage and Financial Services) March 2017—January 2018 Application Support Specialist Answered questions and resolved problems by phone and e-mail from Executives, Loan Officers and Realtors; Trained new employees on all of our department's policies and procedures; Presented training sessions about our app to executives; Functioned as liaison to development team about the status on app's problems and enhancements and reported back to my manager/executives. Techie Loving Computers; Chino, CA (IT Services and Consulting) February 2006—March 2017 Owner/ IT Technician Provided IT support to customers remotely and onsite on Windows Computers, some MAC, and phones (Android, iPhone, etc); Maintained files and admin records; Installed, maintained, and repaired computer hardware and software; Removed viruses, worms, malware, and adware; Set up people's internet and router connections; Computer consulting. LA Care; Los Angeles, CA; (Medical Health Care Provider) April 2016—June 2016 Service Desk/ Dispatch Supported 5,000 users in a corporate environment; Provided Level 2 desktop support by going to the location; Resolved tickets within an hour of submittal; Added, removed, and replaced computer equipment; Set up computers and microphones for corporate/executive meetings; Cataloged company's assets; Set up and configured new user's computers; Closed, updated, and escalated tickets; Assisted other teams in their work. Forever 21 Corporate; Los Angeles, CA; (Retail Store and Fashion Industry) October 2014—November 2015 Help Desk Technician —Tier I and II Support 60,000+ store employees worldwide; Received 400 calls a day; Opened and Closed about an average of 60 tickets a day; Resolved 75% of my calls within the first call; Monitored store's servers, City of Rosemead 35 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS A Leadnp Etlge in Eng�necnng network, and databases; Configured computers and POS registers; Used Active Directory to add/edit user information; Trained new technicians; Assisted my supervisor in his work/projects; Fixed store's POS registers and computers; Installed, updated, and assisted employees in their computer related problems; Configured store's mobile tablets, iPads, and iPods; Troubleshoot peripheral hardware such as: Printers, Keyboards, and Verifones/Pinpads; Troubleshoot software issues like: POS software, Sale Transactions, and Kronos. ABC Services; Chino, CA, (Managed Service Provider, MSP) June 2013 — October 2014 Desktop Technician: Provided support to commercial and residential customers to troubleshoot computer related problems; Tested, Diagnosed, and repaired HP, Dell, and Toshiba computers, Installed RAM, Hard Drives, and Video Cards; Upgraded Windows Operating Systems; Set up and configured internet connections; Removed viruses, worms, malware, and adware; Answered phone calls. Learning Resource Center; Pomona, CA; (Educational and Tutor) September 2010 — June 2012 ASI Tutor: Tutored students one-on-one in Math, Science, Statistic, Business, and Computer classes; Mentored students and other tutors; Monitored student's progression in their class. :e 36 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services c JADA SYSTEMS �v+ �eamnaeda.�nenanerinq 5.11.6 Technical Support: A. Regalado Results -driven and detail -oriented Systems Administrator with a strong background in remote administration, technical leadership, and desktop support. Proficient in a diverse range of IT skills, including SCCM, Service NowTicketing System, Cisco VPN, Windows OS, Bitlocker, VMware, and Active Directory. Fluent in Spanish. EDUCATION James Madison University, Harrisonburg, Virginia Bachelor of Science, December 2013 SKILLS Remote Administration: BombGar, RDC, Rmobile Directory Services: Active Directory, Group Policy Operating Systems: Windows 7, 8, 10 Software: Microsoft Office Suite, SCCM, Service Now, VFire, VMware Security: Bitlocker, Cisco VPN EXPERIENCE SYSTEMS ADMINISTRATOR I Atos for Northrop Grumman Corporation March 2020 - December 2023 • Administered remote data transfers, application deployment, and user admin rights. • Managed remote international refreshes, ensuring compliance with policies and regulations for I nternationa (Customs. • Decommissioned PCs from International users, adhering to international policies and regulations. • Created international shipping labels/invoices via FedEx and completed documentation for shipping and receivingPCs. • Provided end-user support at Tier II level, offering both remote and on-site IT support for PCs and desktops. TECHNICAL LEAD I Future Tech Enterprise for Raytheon September 2019 - March 2020 • Communicated and adhered to client (Raytheon) procedures, policies, and goals. • Adapted to changing work settings, encouraging team members and working alongside them with scheduling anddeploying systems. • Tracked and resolved technical issues virtually and in person. DESKTOP SUPPORT COORDINATOR I DXC Technology for Raytheon February 2018 - September 2019 • Coordinated Windows 10 migration project by scheduling technicians and providing exceptional customer service. • Provided clean loaner laptops to users, ensuring compliance with international and domestic security policies. • Supported data spill incidents by replacing hard drives, imaging, and transferring data, working 37 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional services For Information Technology Services DADA SYSTEMS closely with thelnformation Assurance team. Recorded, tracked, and monitored incidents and service requests using Service Now ticketing system for 5000users across 50 locations. Achievements Coordinated over 400 end users to Windows 10, reducing the projected time from 10 to 3 months. Reduced client (Raytheon) cost of Windows 10 migration project by 60%. SYSTEMS ADMINISTRATOR I Manassas City Public Schools I January 2016 - August 2017 Provided support for network issues and installed, configured, troubleshooted, and repaired computers. Coordinated with support vendors for repair and replacement services. Set up, installed, and tested new computer hardware and software applications. Achievements Planned and organized the mass collection and distribution of over 2,000 student devices. Repaired computer hardware by reusing stored parts, saving the school over $10,000. CERTIFICATIONS Schneider Electric University Data Center Certified Associate DCCA 2023 38 City of Rosemead Request for Proposals (RFP) No. 2024-28 Professional services For Information Technology Services JADA SYSTEMS A leetlln9 EtlOe in Enginenin9 6 PROPOSED INNOVATION 6.1 Innovative Approaches: At Jada Systems Inc. (JSI), we believe in leveraging technology to drive cost efficiency and operational excellence. During our ongoing engagement with CAPSBC, we implemented several technical and procedural innovations that could similarly benefit the City's IT services: High Availability (HA) Network Design: We engineered a High Availability (HA) network at CAPSBC, ensuring seamless failover capabilities. By implementing redundant network paths and automatic reconfiguration mechanisms, we achieved 99.99% uptime. This innovation reduces downtime risk and enhances operational continuity, which can be directly applied to the City s IT infrastructure. Virtualization and Cloud Integration: To optimize resource utilization and reduce physical hardware costs, we employed VMWare for virtual machine setup and management. We also integrated Amazon S3 for robust, scalable cloud storage, which allows for cost-effective data storage and quick disaster recovery solutions. This approach can significantly reduce the City's capital expenditure on hardware while enhancing flexibility and scalability. Automated Patch Management and Security Protocols: We implemented an automated patch management system at CAPSBC that applies critical OS updates within seven days of release. This ensures that systems are always up-to-date, reducing vulnerabilities and improving overall security. A similar approach can be adopted by the City to maintain system integrity without incurring excessive manual labor costs. 6.2 Performance Metrics: 1SI is committed to accountability and continuous improvement in service delivery. For CAPSBC, we developed a performance -measuring matrix that could be adapted for the City's needs: Service Level Agreements (SLAB) and Key Performance Indicators (Ill We monitor network uptime, response times for critical incidents, and resolution times for service requests. For example, our SLA at CAPSBC includes a 99.99% network uptime requirement and a 2 -hour maximum response time for critical issues. These metrics are tracked in real-time, with regular reports generated for review by stakeholders. Monthly Performance Reviews: The Account Manager conducts monthly performance reviews with CAPSBC's IT leadership to assess our adherence to SLAB and KPIs. Any deviations are immediately addressed through corrective action plans. This process ensures continuous alignment with client expectations and can be replicated for the City's IT services. User Satisfaction Surveys: To gauge end-user satisfaction, we conduct regular surveys focusing on support quality, system performance, and overall satisfaction. Feedback is used to drive improvements and can be implemented as part of the City's IT service evaluation. 6.3 Creative Solutions: JSI's track record of innovative IT solutions extend to public safety and other critical areas. Here are some examples from our work with CAPSBC: Cybersecurity Enhancements: Understanding the critical nature of CAPSBC's operations, we implemented multifactor authentication (MFA) and enterprise -level endpoint protection. These measures safeguard both organizational and user data, ensuring compliance with cybersecurity City of Rosemead 39 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services JADA SYSTEMS A Lvetllnq Etlge In Englneerinq standards. For the City, similar cybersecurity innovations could protect sensitive information and improve resilience against cyber threats. Integrated Voll) and Video Conferencing Systems: At CAPSBC, we designed and implemented an integrated Voll) system with advanced features like 365 -degree video conferencing. This system enhances communication across the organization, supporting remote and on-site operations seamlessly. The City could benefit from similar solutions to improve communication and collaboration, especially in public safety or emergency response scenarios. Redundant Data Backup Solutions: Our use of (Drive with ZFS technology ensures that CAPSBC's data is backed up both on-site and off-site, enabling quick recovery through Bare Metal Recovery (BMR) processes. This approach not only secures data but also ensures business continuity in the event of hardware failures or disasters. Implementing a similar solution for the City could provide a robust data protection and recovery framework. City of Rosemead 40 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services CJADA SYSTEMS A ceaaina eaae in ana�een�q 7 PROPOSAL COSTS SHEET AND RATES Weekly Per Year Role Daily Total Mon. Tue. Wed. Thurs. Fri. Sat. Sun. (52 Yearly Cost weeks) Account Manager. Contractorto provide an Account Managerto prepare a monthly schedule for contract ($50/Hour) personnel to cover City's contracted hours, schedule personneltocover emergency call-outs, prepare billing on a monthly basis, handle all administrative duties of contract, and schedule monthly meetings with the City's IT overseer. 5 5 5 5 0 20 $1,000.00 On-Site Technician Contractor to provide one on-site full-time support technician to work according to the City's ($41.81/ Hour) 4-10 schedule. The technician willworkMondaythroughThursday and provide coverage from 7:00 a.m. to 6:00 p.m. The technician will work eight hours from 7:00 am to 6:00 pm with one hourfor lunch. Periodically, the technician will work on Fridays in orderto perform routine server maintenance and scheduled projects requiring downtime. Technician will occasionally work outside of their scheduled hours as requested by the City, including select public meetings such as City Council meetings. 44 10 10 10 10 4 2,288 $95,661.28 $95,661.28 24/7 Windows Server Support ($10 / Hour) Contractorto provide a 240 support hotline for after-hours emergencies. Contractors should be able to provide remote support after hours or report onsite within two hours if requested by the City. Contractor should specifythe hourly rate and any minimum hours for after-hours support. Hotline Support -6PM- 12PM 42 6 6 6 6 6 6 6 2,184 $21,840.00 Hotline Support 12AM - 7AM 49 7 7 7 7 7 7 7 2,548 $25,480.00 91 13 13 13 13 13 13 13 4,732 $47,320.00 Total $143,981.28 City of Rosemead 41 Request for Proposals (RFP) No. 2024-28 Professional Services For Information Technology Services 0 Attachment I Proposal from Knight Communications, Inc. PROPOSAL FOR CITY OF ROSEMEAD: STATEMENT OF QUALIFICATIONS FOR INFORMATION TECHNOLOGY AND MANAGED SERVICES Submitted: September 25, 2024 / COMMUNWATIONS w�r f7 RIGHT FOR YOU Knight Communications Inc. 427 Yale Avenue Suite 201 Claremont, CA 91711 Submitted by: Radhika Chandramouli CFO, Knight Communications 1 Contents Contents........................................................................................................................................................ 2 Letterof Transmittal......................................................................................................................................3 ProposalSummary .........................................................................................................................................5 Knight Communications Inc. Company Profile..............................................................................................6 Qualifications and Experience.......................................................................................................................7 Knight Communications' References............................................................................................................ 7 Knight Communications Inc. Offered Services............................................................................................10 Method of Approach for City of Rosemead................................................................................................13 Knight Engagement with City of Rosemead................................................................................................15 PerformanceStandards...............................................................................................................................16 ConsultationServices...................................................................................................................................17 AnalysisServices..........................................................................................................................................18 HelpdeskSupport Services...........................................................................................................................19 Network Operations Support Services......................................................................................................... 20 MigrationServices....................................................................................................................................... 20 Installation and Upgrade Services...............................................................................................................21 CyberSecurity Approach.............................................................................................................................. 21 Disaster Recovery Planning and Implementation....................................................................................... 23 Microsoft Systems Expertise........................................................................................................................ 23 VMware ESXi Virtual Environments Experience and Support ..................................................................... 24 HP & Dell Servers and External Storage Support ......................................................................................... 24 HP & Dell Servers and External Storage Support .........................................................................................24 ImplementationPlan...................................................................................................................................24 ProjectManagement................................................................................................................................... 26 StaffingPlan.................................................................................................................................................29 Sample Candidates Apart of Knight Team: Resumes..................................................................................29 Proposal Costs and Hourly Rates.................................................................................................................30 3 Letter of Transmittal Amanda Moreno Senior Management Analyst, City of Rosemead 8838 E. Valley Boulevard Rosemead, CA 91770 Dear Ms. Amanda Moreno, On behalf of Knight Communications Inc., I am pleased to present our Statement of Qualifications to provide Network and Information Technology Services and Support to the City of Rosemead. Our firm is a proven IT professional service and consulting firm with a strong background providing IT services and consulting to local governments in California, for over 30 years. Knight Communications Inc. is a C -Corporation incorporated in the State of California. Our Federal Tax ID is: 33-0876593. Knight Communications Inc. is not owned by any other organization or entity, Company Name: Knight Communications Incorporated Address: 427 Yale Avenue, Suite 201, Claremont, CA 91711 Contact Name: Radhika Chandramouli Contact Title: CFO E-mail Addresses: radhika@kniehtcommunications.com Knight Communications Inc. is a Minority Business Entity certified by the City of Los Angeles. We clearly understand the technical environment and the expected responsibilities to support the City of Rosemead. Knight Communications is well known in California for our IT expertise with various local government agencies and their strong background providing IT outsourcing to cities and their public safety organizations. • Our prices are realistic for the California market and to help ensure high quality staff. • Our fundamental business principle of commitment to quality, responsiveness, professionalism, and honesty provides City of Rosemead with the security of dealing with a professional services firm that is honest, fair, flexible and accountable to you. These principles and values guide us in developing our strategic goals and implementing the policies that drive success. Knight Communications Inc. agrees to provide ongoing support, coordination, general maintenance and troubleshooting of City of Rosemead's IT functions, routine preventative maintenance services, recommendations for improving existing systems, and technical support for future purchases of equipment, software, and license agreements in coordination with the City's IT Management Services to enhance the City's quality of service based on the infrastructure listed in the 2024 RFP. Our proposal and cost schedule will be valid and binding for sixty (60) days from September 25th, 2024. Knight Communications Inc. does not have any actual, apparent, direct, indirect, or potential conflicts of interest with respect to Knight Communications Inc. management, employees or other persons relative to the services to be provided. We agree to comply with all the insurance requirements of the City. We understand the scope and requirements outlined in the RFP and we confirm the person signing the cover letter is the person authorized to represent our firm and authorized to submit proposals on the company's behalf and will be contact person during the period of evaluation. Thank you. Sincerely, Radhika Chandramouli CFO 427 North Yale Ave. Suite: 201 Claremont, CA 91711 Office: (909) 621-3559 Mobile: (909) 821-2803 Proposal Summary Project Title: IT Services Solutions for Enhanced Operational Efficiency Client: City of Rosemead Submitted by: Knight Communications Inc. Date: September 25, 2024 Objective: Our proposal aims to provide the City of Rosemead with a comprehensive Information Technology solution designed to streamline operations, enhance data security, and improve overall efficiency. We understand the critical need for robust IT infrastructure to support your business goals and address current and future technology challenges. Scope of Work: 1. Infrastructure Assessment and Planning: Conduct a thorough evaluation of the existing IT infrastructure to identify strengths, weaknesses, and opportunities for improvement. Develop a strategic plan to align IT resources with business objectives. 2. System Design and Implementation: Design and deploy scalable and secure IT systems, including hardware, software, and network components. Ensure seamless integration with existing systems and minimal disruption to ongoing operations. 3. Helpdesk Support: Continue to support all helpdesk related activities for the City of Rosemead to ensure that City employees are able to receive the assistance they need. 4. User Training and Support: Provide comprehensive training for staff to maximize the use of new systems and ongoing technical support to resolve any issues promptly. 5. Performance Monitoring and Optimization: Establish monitoring tools to track system performance and identify areas for improvement. Offer recommendations and adjustments to optimize efficiency. Deliverables: • Detailed infrastructure assessment report • Custom IT system design and implementation plan • Data security framework and compliance documentation • Training materials and user support resources • Performance monitoring tools and optimization reports Timeline: The project will be executed over a period of 3-5 years depending on the length of the contract that the City specifies. Budget: The proposed budget for this project is $132,000 for the first year, which includes all associated costs for assessment, design, implementation, training, and support as mentioned in the scope of work. Conclusion: Our solution is designed to empower the City of Rosemead with cutting-edge IT capabilities, ensuring enhanced operational efficiency, improved security, and better alignment with your strategic goals. We are committed to delivering exceptional value and supporting your organization through every phase of the project. We look forward to the opportunity to collaborate and contribute to your success. Contact Information: Radhika Chandramouli CFO Knight Communications Inc. radhika@knightcommunications.com (909) 821-2803 Knight Communications Inc. Company Profile Knight Communications Inc. has been providing Information Technology (IT) services for over 30 years and particularly to the governments. We provide IT services only to local government entities. Company Name: Knight Communications Incorporated Incorporated Address: 427 Yale Avenue, Suite 201, Claremont CA 91711 Knight Communications Inc. is a C -Corporation incorporated in the State of California and currently has 20 employees. Contact Name: Radhika Chandramouli Contact Title: CFO E-mail Addresses: radhika@kniehtcommunications.com Website: www.knightcommunications.com Other info: • Not owned by any other organization or individual • No failures or refusals to complete a contract • No lawsuits or litigations regarding projects, contracts, or services • No financial interests in other lines of business • No bankruptcy or insolvency proceedings • Knight Communications Inc. is a Minority Business Entity and a Small Business Enterprise certified by the City of Los Angeles and Small Micro Business certified by the State of California. Our Company Goals: • To provide strategic, high quality, innovative IT services and serve as an enabler to improve the delivery of client services and improve the efficiency, productivity, and financial performance • To recruit and retain highly qualified, educated, extremely motivated and empathetic personnel • To provide long-term customer commitment and satisfaction Our services include but are not restricted to the following: • Information Systems Management Network Installation and Administration Helpdesk, Desktop and Peripheral support GIS services 0 • Strategic Planning and Oversight • Master Plan Development and Deployment IT infrastructure Design and Implementation Systems Integration • Project Management We do not have any financial or vested interest in recommended companies or products. We have never defaulted on any contracts. Qualifications and Experience Knight Communications Inc. (Knight) has been providing Information Technology (IT) services for over 30 years and particularly to local government entities, police departments, and fire departments. Our organization is aware of the compliance and regulations mandated by the DOJ and CLETS. We are deeply experienced and knowledgeable in all aspects of Information Technology pertaining to local governments. We have provided and continue to provide the same type of services to various agencies which are similar to the City of Rosemead. Our recent government client list is provided below. We possess extensive knowledge of all the systems, applications, hardware, software, and technologies of local government entities. List of Government Agencies we have served during past 10 years: Los Angeles Port Police, California - Systems Support and Consulting Services City of Norwalk, California - Complete IT Support Services City of Monterey Park, California - Complete ITSupport Services Monterey Park Police Department, California - Complete ITSupport Services Los Angeles Arboretum, California - Complete ITSupport Service Knight Communications' References Reference #1 Company Name Port of Los Angeles Address 330 S. Center St., San Pedro, CA 90731 Point of Contact Name Homero Basso Point of Contact Email hbosso@portla.org Point of Contact Telephone 310-732-7771 Period of Performance January 2014 - Present Cost per Month 151,000.00 Work Performed: Knight Communications Inc. provided entire IT operations management for the Port of Los Angeles. Management and operational support include but is not exclusive to the following: Data Center management, Network management, Server management IT infrastructure management, EOL Cycle review and migration, Applications support, Radio Infrastructure support, Mobile Data system management, Helpdesk support, and Desktop support. During the 8 -year tenure of the contract, the IT infrastructure has grown within the Port and Knight has accommodated the growth by providing further services and support to meet the growing demands. Knight Communications Inc. has continued to provide exemplary and timely services in accordance with the established contract. Our company also maintains close communication with the Port personnel staff as on- site employees are able to provide immediate support for any technical issues that may arise. Reference #2 Company Name City of Monterey Park Address 320 W. Newmark Avenue, Monterey Park, CA 91754 Point of Contact Name Stanley Ardon/IT Manager Point of Contact Email sardon@montereygark.ca.go_v Point of Contact Telephone 626-307-2565 Period of Performance July 1991 — February 2028 Cost per Month $57,000.00 Work Performed: Knight Communications Inc is contracted to provide IT Support services for the City of Monterey Park. The services provided are inclusive of, but not limited to the following: Data Center management, Network management, Server management IT infrastructure management, EOL Cycle review and migration, Applications support, Radio Infrastructure support, Helpdesk support, and Desktop support. During the tenure of the contract, the IT infrastructure has grown within the City and Knight has accommodated the growth by providing further services and support to meet the growing demands. Knight Communications Inc. has continued to provide exemplary and timely services in accordance with the established contract. Our company also maintains close communication with the city personnel staff as on- site employees are able to provide immediate support for any technical issues that may arise. Company Name City of Norwalk Address 12700 Norwalk Blvd, Norwalk, CA 90650 Point of Contact Name Theresa Devoy Point of Contact Email tdevoy@norwalkca.gov Point of Contact Telephone 562-929-5715 Period of Performance January 2003 —September 2024 Cost per Month $32,000.00 Work Performed: Knight Communications Inc. is responsible for the entire IT operations inclusive of, but not limited to the following services: Data center management, Security management, Server management and maintenance, Server Upgrades, Network Management, Transit system support, Helpdesk, Desktop support, Applications support, and troubleshooting support. Knight Communications Inc. has continued to provide exemplary and timely services in accordance with the established contract. Our company also maintains close communication with the city personnel staff as on- site employees are able to provide immediate support for any technical issues that may arise. Knight Communications Inc. Offered Services • Enterprise Architecture & Technology Support • Responsive Web/ Mobile Solutions • Business Applications Services Support • System and Database Administration • Disaster Planning & Operational Continuity Support • Software Technology Transition • Configuration Management & Standards Support • Systems Integration Support • DevOps, Release Management and Monitoring • LAn/WAn Management • Patch Management • Software/Hardware/Server Migration • CISCO Routing and Switching • Firewall Management, Deployment and Configuration • Wireless Networking Configuration and Management • Project Management • Administrative and Operations Support • Program, Fiscal & Acquisition Planning and Support • Enterprise Resource Planning • Data Analytics • Computer -Based Training • Instructional System and Curriculum Design • Training Assessment Development and Delivery Services 10 • 24/7 Helpdesk Services and Support • Service Desk Management • IT Service Management and Deployment Services • 24/7 Desktop Support and Application Support • Configuration Management and Inventory Database Management • Request, Incident & Problem Management Services • Field Support Services • Operations Support • virtualization Support • IT Infrastructure Support • Staffing • Database Design, Development, DaaS • Web Services • Cabling Services • Load Balancing • Virtualization • Disaster Planning & Back Up • Telecommunications and Radio Support • IP Phone Service Management • E 911 Management and Consulting • CAD and Mobile RMS • License Plate Reader Configuration and Management • Video Surveillance Management 11 Project Analysis & Service Plan Knight Communications is committed to providing assistance to the City in whichever way possible through a direct approach to current and upcoming challenges and objectives, whether through collaboration or directly taking on new challenges we will strive for solutions as that is the end goal and our desire to serve the City. We possess extensive knowledge of all the systems, applications, hardware, software, and technologies of the City of Rosemead listed in the 2024 RFP. We clearly understand the work definition to be duties to include, but are not limited to, planning, designing, developing, implementing, supervising, and performing a variety of IT tasks to support the ongoing trouble- free operation of the City Network and IT services; assisting or collaborating in technical studies that relate to the City's information technology development; serving as a technical advisor for City projects that involve information technology operations; participating in the City's information technology strategic planning process; and performing related duties as required. In addition to the technical services that the City of Rosemead selects to engage in, Knight will ensure the following: • Provide timely, professional and effective services • Work harmoniously with City staff and other City consultants • Conduct regular status and information meetings • Provide regular and timely reports • Provide enforcement of all City policies relating to IT resources • Make recommendations on improving City processes 12 Method of Approach for City of Rosemead We have always considered ourselves employees of the entity we work for, opposed to outside consultants. This homogenous attitude provides a closer personal relationship with our end users, thereby providing a smooth and healthy work environment. We feel this attitude is the best way to render our services and it also provides great morale for our employees. Below you will find a detailed description of Knight's approach and methodology for implementation, engagement with the City team, cyber security support, helpdesk support, and Microsoft systems experience. Methodology and Work Plan To provide better service delivery and establish a rapport with the Knight team, we approach each new engagement by establishing shared expectations and a clear understanding of roles and responsibilities at the start of each project. We believe this background is critical to the overall success of working together as a team. If appropriate, Knight will hold an entrance conference to meet with the City of Rosemead staff. The primary objective of this meeting is to confirm both parties' understanding of issues, expectations, scope, deliverables, and to discuss the communication protocols that will be used for the engagement. We recommend that specific agenda items for this meeting include the following: 1. Review and discussion of the job order or project, deliverables, schedules, critical success factors, and communication strategy. 2. Review and discussion of any data that we or the City will need. 3. Establishment of agreement on temporary employee and/or project progress reporting frequency and format. We will carefully review the information you provide to us and ask questions to make sure we fully understand the expected outcomes. Our ability to talk with our clients, listen carefully, and use that information effectively helps our work product result in a high degree of success. The general methodology and work plan principles used for the required operation at City are the following: 1. Orientation Phase • Information Gathering • Physical Inventory 2. Transition Phase 3. Systems Analysis • Analysis of Requirements • Risk Analysis • Work with City staff to identify needs • Utilization of Resources 4. Operations • Operations Policies and Procedures • End -User Support Policies and Procedures 13 • Standards • Security and Safety Policies • Support Operations • Asset Management and Audit S. Management • Management Objectives o Reports 6. Training • IT Training Policies o User Training 7. Acquisition • Acquisition Policies • Needs Analysis • Budgeting • Procurement process 8. Security and Control • Risk Management • IT Contingency Planning • IT Systems Security • Logical Access Control • Data Protection • Facilities Security • Personnel Security • Threat Management • IT Asset Management 9. Software • Implementation • Training • Maintenance 10. Project Management • Project Management Planning - Startup, Execution and Closeout For the City of Rosemead, we expect the total transition to take place within a month. Our team will work closely with the City IT department leaders and team to ensure that the transition is smooth and easy for all parties involved. 14 Knight Engagement with City of Rosemead Knight Communications will consistently engage with the City of Rosemead program management office to understand the technical needs of ongoing and future projects. We will develop a base plan to identify and document those and participate with the client weekly to review and provide a detailed summary of the technical work activities, progress, day -today -operations of data centers, and network communications. Knight Communications is dedicated to establishing a responsive and collaborative relationship with its clients by prioritizing the technical aspects of their ongoing and future projects. We follow a structured approach that includes continuous engagement and planning, flexible resource management, proactive issue resolution, and seamless integration and transparency. Continuous Engagement and Planning: We regularly interact with our clients to understand their technical requirements and develop a base plan to identify and document their technical needs. We conduct weekly reviews with the client to provide detailed summaries of technical activities, progress, and operations of data centers and network communications. Flexible Resource Management: We have the ability to adapt technical resource allocation to prioritize critical projects with client approval. We document any changes to ensure a transparent and consistent approach, maintaining the continuity of technical support. Proactive Issue Resolution: We provide immediate and urgent responses to client -identified issues, aiming for resolution within the project scope. Seamless Integration and Transparency: We strive for good integration with client operations, ensuring work progress and completion transparency. We are committed to maintaining system availability and minimizing client concerns regarding management or consultancy service deliverables. Suppose any adjustments need to be made to the technical resources to allocate more priority works to ongoing or new projects, we will adjust with the client's permission, baseline the document for changes, and continue the job without disrupting the ongoing support of technical activities. Furthermore, Knight Communications will address any issues and concerns identified by the client with an urgent and immediate and try to resolve them within the scope of the work. Finally, Knight Communications aim to work with clients in harmony with their operations. Our goals are to keep the transparency of the work progress and completions, and most importantly, to make the systems available as respect as much possible so that client doesn't need to worry about the manager or consulting services deliverables. 15 Performance Standards Knight Communications will adhere to the following minimum performance standards. If the City changes any of the standards set forth below, Knight will adhere to the new standards. De Operating System 1. Operating system upgrades and patches 100% implemented on mutually agreed-upon date. network, server, or email function 2. Perform operating system and database tuning and capacity planning for supported application 100% services quarterly. personal impact such as a critical application not working or 3. Respond to all equipment and software 100% specification requests within the same day. 1. Network availability 99.9% 2. Respond to outages within 30 minutes 100% 3. Respond to all other networks calls within 2 hours 100% 4. Maintain back up schedule and restoration 100% capabilities Resolution times Knight Communications will have effective communication with the City, providing valuable, accurate information in a timely manner. 16 An emergency with a severe overall impact; defined as a loss of P1- Emergency network, server, or email function 1 Hour A high priority incident that has a moderate business impact or high P2 - High personal impact such as a critical application not working or 2 Hours workstation hardware failure A medium priority incident has a lower business impact or moderate individual impact such as failing backups, printing issues or P3 - Medium application instability. Incident may represent a service disruption or 4 Hours data loss if not addressed within service time frame. The incident has a low business or individual impact such as minor P4 -Low printer problems, application installations or other tasks that can be 48 Hours scheduled for the most convenient time without creating a disruption. P5 - Information Request for documentation or informational requests. Within 1 business Request I Issues that do not have a business process impact. week Knight Communications will have effective communication with the City, providing valuable, accurate information in a timely manner. 16 Consultation Services Knight Communications offers IT consulting services that will allow you to improve your operation by optimizing your software portfolio. Additionally, we will provide services that improve your software architecture. Our IT consulting services encompass IT strategy consulting, IT assessment, IT operations consulting, technology consulting, Application implementation and support, and IT infrastructure management. ➢ IT Strategy Consulting: We aim to ensure that the current IT assets meet the current and future business goals of your organization. To ensure to that we assess appropriately we conduct the following: o Assess IT governance effectiveness and the current state of your IT environment (applications, IT infrastructure, application integrations, databases, and/or your current development infrastructure) o Plan strategic initiatives to ensure and achieve your desired results involving modernization, migrations, implementation of new hardware/software, and creation of new process plans o Provide innovative and effective IT strategy to address each project need o Provide a feasible timeframe and cost-effective estimates ➢ IT Assessment: Our goal is to improve your IT infrastructure by improving any inefficiencies in the current system and by reducing overall costs. The different criteria and components we assess are: o Network Security o Network Infrastructure o Server Infrastructure o Current IT procedures and policies o User Applications o Cloud Services o Adaptation of EOL or Near EOL Infrastructure ➢ IT Operations Consulting: We focus on building appropriate and sustainable IT support capabilities to support all needs of our client's business plan. Our services in this area are the following: o Troubleshoot any IT inefficiencies o Analyze current hardware and software or any third -party service providers o If needed, build an IT change management plan o Enhance security features, practices, and policies ➢ Application Implementation and Support: We aim to ensure that all applications utilized by your organization provide the best value and use. The services we offer are the following: o Provide the best option between a platform -based solution or custom solution o Train end-user to ensure software adoption across the organization o Software support and maintenance o For platform -based solutions (ex. re-platforming the applications) o Custom Solutions (ex. migrating applications to the cloud) ➢ IT Infrastructure Management: We work to ensure the best function and stability in the daily operations of the IT infrastructure. Our services include: o Help Desk Services o Monitoring of the network, servers, data centers, cloud services, and all applications o Security assessments of the IT infrastructure o Patching vulnerabilities in infrastructure 17 Analysis Services IT Analysis focuses on the effectiveness of the applications and systems that support an organization's employees and help the organization's leadership better understand the needs of their IT department and where efficiencies need to be realized. At Knight Communications we support and analyze existing systems to understand how the systems in place support the current needs of the business. Based on the assessments we make; our team provides key recommendations and implements technology-based information solutions. Our team offers their knowledge of the development methodologies, project planning, analysis and management of new upgraded information technology systems, and can provide system or plan alternatives. Knight Communications follows a systematic process plan that appropriately and effectively audits the current IT infrastructure to provide key recommendations to create optimal results for the organization. Analysis Process Plan 1. Review of Management and Staffing a. Determine the IT department structure and the tasks assigned to the IT department 2. Review of Security a. Determine the security of the organization to ensure that it meets current IT standards 3. Server Review a. Determine whether the servers are sufficient to support the current and future needs of the organization 4. Review of Network Capabilities a. Determine whether the Network infrastructure is able to support the current and future workload b. Review of the latest network infrastructure update 5. Disaster Recovery a. Understand current process for Disaster recovery plan (if applicable) 6. Data Storage Review a. Understanding the data storage plan and encryption capabilities 7. Endpoint review a. Review the security and access for an organization employee to ensure encrypted and secure access 8. Applications & Data Review a. Review of the current applications and data use and determine any inefficiencies 9. IT Support a. Determine how the IT support team corresponds with the organization and effectiveness of troubleshooting any IT issues 18 Helpdesk Support Services Knight's assigned personnel will provide remote support and will be available whenever needed. To effectively describe the Help Desk System intended for the City's users, it is important to address several key components that encompass both the support services offered and the operational framework that ensures efficiency, reliability, and user satisfaction. Below is a structured outline that includes essential elements and operational details to guide the implementation of the Help Desk/Support Services for the City. The Help Desk/Support Services system is designed as the primary point of contact for all City users requiring technical support. This comprehensive system includes the maintenance and support of all end- user devices and interfaces with contracted vendors for seamless issue resolution. It serves as the cornerstone for managing incidents and service requests, providing the City's users with reliable and efficient technical support. Core Services Offered Device Management: Includes support and maintenance for desktops, laptops, Wads, and associated operating systems and application software. Peripheral Support: Covers telephones, printers, scanners, and other networked or standalone devices. Software Support: Focuses on standard desktop images and essential software applications required for City operations. Remote Assistance: Utilizes remote desktop applications to enable technicians to view and interact with the user's screen for efficient troubleshooting. Integration and Training Vendor Interface: Facilitates coordination between other contracted vendors to ensure comprehensive support for user issues. Training Support: Offers basic training to City end users to enhance their proficiency with provided technologies and systems. Operational Framework Single Point of Contact: Acts as the central hub for reporting, resolving, and escalating all technical incidents and service requests. Proactive Maintenance: Includes regular checks and updates to prevent issues and ensure the optimal performance of all systems and devices. Documentation and Reporting: Maintains detailed records of issues, resolutions, and user interactions for continuous improvement and accountability. Administrator Access: Provides City's IT staff with special dashboard access to monitor, track, and manage 19 support cases efficiently. Reporting and Response Issue Reporting: Users can report issues through a dedicated dashboard or system, offering an intuitive interface for submitting and tracking support requests. Average Response Time: The Help Desk aims to provide an initial response to submitted cases within a predefined timeframe to ensure timely support (e.g., within 4 hours during business hours). The Help Desk/Support Services system proposed for the City is designed with a comprehensive and user - centric approach to technical support. This system takes care of device and software management, vendor integration, proactive maintenance, and efficient reporting mechanisms. With this system in place, City users can receive timely, effective, and reliable assistance for all their technical needs. The system is structured to improve the overall efficiency of the City's operations and enhance the productivity and satisfaction of its users. Network Operations Support Services We have extensive experience in network operations, including managing, configuring, and optimizing Local Area Networks (LAN), Wide Area Networks (WAN), Wireless Local Area Networks (WLAN), Virtual Local Area Networks (VLAN), and 10 Gigabit Ethernet (10GbE) infrastructures. Our experience encompasses various tasks, such as ensuring network security, conducting regular maintenance, troubleshooting connectivity issues, and implementing network upgrades to improve performance and reliability. Migration Services Knight Communications provides a variety of migration services depending on what is needed to meet the current and future needs of the organization. Since data upkeep and maintenance is essential for modern businesses, it is important that a migration occurs as seamlessly as possible, and Knight Communications takes great pride in putting in an extensive migration plan that has been updated as new applications and hardware has seen drastic improvements. When it comes to performing a migration, our project manager assigned to a location is responsible for developing and documenting the planned steps for the migration and ensuring there is a sustainable backup and disaster recovery plan in place to minimize impact of any issues that could potentially occur. Knight Communications has over 30+ years of experience in performing the following types of migration services: • Server Migration • Database Migration • Application Migration • Operating System (OS) Migration • Cloud Migration I. Preparation Phase a. Determine infrastructure needed to conduct server migration 20 L Server hardware that will be needed to perform migration ii. Server software that will be used on the new server that is being migrated to iii. Server security system b. Ensure new server size to compensate for potential growth and configure to meet the specifications of incoming date and digital assets II. Assessment Phase a. Ensuring all data is accounted for and installed before the migration takes place b. Creating external backup in case discovery recovery method is needed after migration takes place III. Data Transfer Phase a. Ensuring adequate bandwidth is available so that data transfer process is as seamless as possible and as least intrusive to daily processes IV. Testing Phase a. Ensure full functionality and complete data transfer has taken place b. Rigorous testing depends on what specific programs and data are being involved in the migration L Confirm software programs are working without issue ii. Server hardware is working properly and able to be monitored in real time by support team c. Verify appropriate request responses for APIs between applications and servers d. Reference outgoing server to confirm all data and programs on the newly migrated server are working as they did with the outgoing server V. Implementation Phase a. Switch DNS L Directs traffic from old server to new server ii. DNS change should occur during low -traffic period of the day b. Backup i. Old server remains active for 2 -4 -week period as reference point and fallback option in the event unknown problem occurs. Installation and Upgrade Services Knight Communications provides full-scale installation services using a mindful approach to avoid business inconvenience, downtime, and disruption of services. Whether there is a single application upgrade or an entire application portfolio, we can help smoothly navigate through the complex nature of configurations, data portability, and integrations. Further, we also ensure that any applications receive the proper upgrade integration within the infrastructure and provide training to employees that will need to be acclimated to the new application. Knight Communications has decades of hands-on experience in providing application installations, database installations, and operating system (OS) installation and upgrades both on -premises and cloud based. Cyber Security Approach 21 At Knight Communications, we are deeply committed to providing state-of-the-art cybersecurity solutions that protect critical infrastructure and data assets. Our approach to addressing your scope of work's cybersecurity needs is comprehensive, flexible, and tailored to meet the City's unique requirements. Our methodology comprises a wide range of cutting-edge systems, advanced techniques, and innovative Al technologies, along with rigorous training programs, to significantly enhance the City's cybersecurity posture. Comprehensive Security Systems Our strategy starts with a comprehensive evaluation of the City's existing security infrastructure. We use a variety of advanced tools and platforms, such as Cisco Meraki's cloud -managed networking solutions. Our toolkit also includes state-of-the-art threat detection systems, encryption technologies, and secure access controls, providing a strong defense against both established and emerging cyber threats. Advanced Techniques and Al Integration Knight Communications integrates Artificial Intelligence (AI) and machine learning algorithms to predict, identify, and neutralize cyber threats in real-time. Our AI -driven security solutions offer predictive analytics, anomaly detection, and automated response mechanisms, significantly reducing the time from threat detection to mitigation. This proactive stance ensures that the City's networks remain resilient against sophisticated cyber -attacks. Training and Awareness Programs We believe that a well-informed team is a critical line of defense against cyber threats. Hence, Knight Communications provides comprehensive training and awareness programs, designed to equip the City's staff with the knowledge and skills required to identify and respond to potential cyber threats effectively. Our training modules cover a range of topics, from basic cyber hygiene practices to advanced threat response strategies. Vendor Experience and Expertise With over a decade of experience in the cyber security field, Knight Communications brings a wealth of knowledge and expertise to the table, especially in our work with Cisco Meraki and other vendors' solutions. Our team has in-depth experience in deploying, managing, and optimizing different suites of security products, ensuring seamless integration and operational excellence. Our experience with Cisco Meraki and other leading technology providers enables us to offer comprehensive, multi -layered security solutions tailored to meet the specific needs of the City. In conclusion, Knight Communications is dedicated to leveraging our extensive experience with Cisco Meraki and a diverse array of other cutting-edge security technologies to enhance the City's cyber defense mechanisms. Our holistic approach, combining innovative technologies, advanced methodologies, and extensive training, uniquely positions us to address the cyber security challenges outlined in your scope of work. We look forward to the opportunity to work closely with the City to fortify its cyber resilience and protect its digital assets. 22 Disaster Recovery Planning and Implementation Knight is prepared to navigate unanticipated issues if they arise. Knight is experienced in disaster recovery planning and implementation, ensuring business continuity and data integrity in the face of unexpected disruptions. Our expertise encompasses the development of comprehensive disaster recovery plans, including risk assessments, business impact analyses, and identifying critical systems and data. We design and implement robust recovery strategies, such as backup solutions, failover mechanisms, and data replication, tailored to meet the specific needs of each organization. Our team is proficient in conducting regular testing and updates to disaster recovery plans, ensuring they remain effective and aligned with evolving business requirements and technological advancements. This holistic approach to disaster recovery helps organizations minimize downtime, protect vital information, and quickly resume normal operations following a disaster. Microsoft Systems Expertise Knight Communications has a robust history of providing expert Microsoft solutions tailored to meet the specific needs of diverse clients, including cities and law enforcement agencies. Our deep understanding of Microsoft systems allows us to offer unparalleled support and innovation, ensuring our clients can leverage the full potential of their IT environments. Microsoft System Expertise Our team comprises Microsoft professionals with extensive experience in all core Microsoft technologies. This expertise spans across: • Microsoft 365: We specialize in deploying, managing, and optimizing Microsoft 365 environments, ensuring seamless communication, collaboration, and productivity for all users. Our services include migration, training, and ongoing support to maximize the benefits of Microsoft 365 applications. Microsoft Azure Our Azure solutions provide scalable, secure, and cost-effective cloud services tailored to meet the specific needs of our clients. We have successfully designed and implemented Azure infrastructures that enhance agility, data analytics, and business continuity. Microsoft Defender Security is paramount in all our implementations. We leverage Microsoft Defender's advanced threat protection capabilities to secure endpoints, email, and identity against increasingly sophisticated cyber threats, ensuring our clients' environments are resilient against attacks. Microsoft Servers Our team has extensive experience with Microsoft Server technologies, including Windows Server, SOL Server, and SharePoint. We ensure these servers are optimized for performance, reliability, and security, supporting the critical applications and workflows of our clients. Special Projects 23 Several special projects related to Microsoft enhancements have been undertaken. These projects include migrating to Microsoft 365, implementing Azure cloud solutions, enhancing security with Microsoft Defender, and optimizing SharePoint file management systems. Each project showcases proficiency in leveraging Microsoft technologies to meet client objectives effectively. VMware ESXi Virtual Environments Experience and Support We have significant experience working with VMware ESXi virtual environments, including installing, configuring, and managing virtual machines to optimize performance and ensure seamless operation. Our role also includes providing comprehensive support and maintenance, such as troubleshooting issues, applying updates and patches, monitoring system performance, and ensuring high availability and disaster recovery solutions are in place. This has allowed us to ensure the virtual infrastructure remains robust, secure, and efficient, meeting the organization's evolving needs. HP & Dell Servers and External Storage Support Knight has extensive experience working with HP and Dell server hardware, as well as other various server manufacturers. Our team has consistently ensured reliable performance and seamless integration within diverse IT infrastructures. We leverage our deep technical knowledge and hands-on expertise to optimize server operations and maintain system stability. Dell SonicWall Firewalls Knight is well versed with Dell SonicWall firewalls, various VPN technologies, and other firewall vendors. This ensures secure and reliable network connectivity for organizations. Our expertise includes configuring, managing, and troubleshooting these systems to optimize performance and safeguard against potential threats. Storage Structures Including SAN, NAS, DAS Knight has worked with a variety of vendors and has relevant experience with various storage systems, including SAN, NAS, and DAS. This expertise encompasses installing, configuring, and managing these systems to ensure optimal performance and reliability in diverse IT environments. HP & Dell Servers and External Storage Support We have a wealth of experience working with hyper -converged systems, which integrate computing, storage, and networking resources into a unified solution. This expertise encompasses deploying, configuring, and managing hyper -converged infrastructure (HCI) to enhance efficiency, scalability, and simplicity in IT infrastructure management. Our team excels at utilizing these systems to streamline operations, reduce costs, and improve overall performance across various environments. Implementation Plan The personnel assigned to the City of Rosemead are well qualified with extensive knowledge and experience with the City's current IT systems. 24 To provide better service delivery and establish a rapport with the Knight team, we approach each new engagement by establishing shared expectations and a clear understanding of roles and responsibilities at the start of each project. We believe this background is critical to the overall success of working together as a team. If appropriate, Knight will hold an entrance conference to meet with the City of Rosemead staff. The primary objective of this meeting is to confirm both parties' understanding of issues, expectations, scope, deliverables, and to discuss the communication protocols that will be used for the engagement. We utilize the following approach for a seamless transition: Flexibility Integration: We propose a collaborative approach to integrate the City's retained IT Services processes and practices. Our transition plan includes comprehensive stakeholder engagement sessions to understand existing workflows and requirements. Subsequently, we will tailor our processes to seamlessly align with the City's operations, ensuring a smooth transition. Transition Team Composition: Our transition team comprises of seasoned professionals with diverse expertise, including project managers, system architects, network engineers, and change management specialists. Each member is selected based on their experience and ability to contribute effectively to the transition process. End -User Communication and Training: Effective communication and training are prioritized to ensure end- users are prepared for the transition. Our plan includes regular updates through multiple channels, orientation sessions to introduce new systems and processes, and customized training modules tailored to different user groups. Change Management Process: Our change management process follows industry best practices emphasizing stakeholder engagement, risk assessment, and clear communication. We employ a structured approach to minimize disruption and maximize user adoption during the transition period. Documentation and Knowledge Transfer: Throughout the transition period, meticulous documentation of all activities, decisions, and discoveries will be maintained. This includes capturing key infrastructure information, procedures, and configurations to facilitate knowledge transfer and ensure continuity of operations. Transition Activities and Tasks: Key transition activities include infrastructure assessment, system configuration, staff onboarding, process alignment, and testing. Our detailed task list encompasses all aspects of the transition process, ensuring comprehensive coverage and accountability. Transition Milestones and Timelines: Critical transition milestones have been identified, and projected timelines have been established to guide our efforts. These milestones are closely monitored and communicated to stakeholders to track progress and ensure timely completion of deliverables. Risk Management: Our transition plan incorporates robust risk and issue management processes to identify, assess, and mitigate potential challenges. Proactive measures, including contingency planning and escalation procedures, are employed to minimize the impact on the transition schedule. 041 Project Management Knight Communications' project management approach will follow this cycle: Project Planning Concept & Definitions Goals & Objectives Project Requirements Roles & Responsibilities Project Start Up Project Execution All projects will need to have the following common steps 1. Define the acceptance criteria —The Subject Matter Experts (SMEs) will provide a set of business rules that will be the basis of defining the Test Cases and acceptance test cases. In the case of multiple SMEs being employed — which will be true for integration and migration projects - this process will involve multiple iterations. The final document will clearly list the delivery conditions and accepted test results for acceptance and sign off. 2. Communicate and document risks — Risk Planning and facilitations will require the active participation of the SMEs and Project Key Stakeholders —This process will deliver the Risk Register. Risk prioritization will be based on the risk score derived from qualitative analysis and subsequent risk score. 3. Test Plan and Acceptance Criteria —Test Planning will require test cases defined in the Define Acceptance Criteria phase. These will then be defined in detail to include unit test, system test, integration testing and acceptance testing. Depending on the size of the project and the resultant 26 metrics from each phase of testing — multiple iterations of this testing may have to be performed. In the case of projects that are dependent on Data Bases and seamless integrations with multiple vendors additional tests including performance and stress tests will have to be included. 4. List the Primary Point of contact to sign off on the Acceptance/Exit Criteria —The communication plan will have the necessary details listed. However, each milestone, iteration or sprint will need to have the necessary role defined before execution of the project. 27 Reporting Knight Communications will provide the following to effectively monitor the status of the proposed services. We agree to participate in meetings to discuss service delivery and planning to ensure the IT needs of the City are being met. its Help Desk Completed and in -progress help desk tickets - Weekly Tickets System Report of resource management and usage with recommendations for improvements - Resources Monthly Inventory Current list of all hardware and Software inventories - Quarterly Network availability - Bi -weekly Network Network projects - Bi -weekly Complete electronic systems audit, intrusions, internet usage, policy violations, any Security requested audit - Weekly Third Party Vendor Coordination Knight Communications will conduct meetings to address the issues and concerns relevant to the third- party vendor depending on the severity of the problem regarding the product. We communicate the scope of work to be performed by the vendor. Each primary task for implementing the system is clearly described, along with the timetable, data preparation, and system verification. We conduct meetings with the vendor, as needed, to discuss ongoing projects and new technologies. 28 Staffing Plan To support the City of Rosemead, Knight Communications proposes the following personnel to support all IT needs. Role I Time Commitment from Personnel Helpdesk Technical Support Technician — In Person Full time (40 hours per week) with remote support as needed Sample Candidates Apart of Knight Team: Resumes Mark Reynoso Los Angeles CA, 90003 1 mreynoso@knightcommunications.com EXPERIENCE IT HelpDesk Technician — Level 2 Knight Communications — City of Norwalk Norwalk, CA and San Pedro, CA 2022 - Present • Worked with vendors on various projects and maintenance tasks, ensuring timely updates, deployments, and maintenance activities. • Configured and managed mobile devices using Meraki and JAMF MDM Solutions. • Assisted help desk technicians with escalated issues, facilitating swift resolutions and ensuring user satisfaction. • Resolved system errors and established seamless operation by managing server backups with Veeam. • Documented IT procedures, configurations, and network mappings. • Collaborated in managing and configuring firewalls, improving network security, and ensuring compliance with industry standards. Also monitored and maintained end-point security software products such as antivirus and email security solutions for comprehensive protection IT Help Desk Support — Level 1 Knight Communications — City of Monterey Park and Port of Los Angeles Monterey Park, CA and San Pedro, CA 2016-2022 • Provided comprehensive technical support to end-users via in-person, phone, and remote channels. Addressed issues with Windows and Mac OS -based endpoints, including laptops, desktops, thin clients, tablets, and smartphones running iOS and Android. Proficiently assisted users with Microsoft Office applications, ensuring smooth operation and user satisfaction. • Maintained up-to-date knowledge of computing hardware, operating systems, and software through ongoing self -education. • Maintained confidentiality and discretion when working with passworded or sensitive materials. • Managed user accounts, Exchange mailboxes, and security and distribution settings. 29 Proposal Costs and Hourly Rates Annual Price per Role (2024 - 2025) Price for Annual Contract Price for Additional Work or Emergencies Costs for 2024/25 Costs for 2025/26 Costs for 2026/27 Costs for 2027/28 Costs for 2028/29 Systems Systems Systems Systems Systems Administrator: Administrator: Administrator: Administrator: Administrator: $120/hour $126/hour $132.30/hour $138.92/hour $145.86/hour Helpdesk Support Helpdesk Support Helpdesk Support Helpdesk Support Helpdesk Support Technician: Technician: Technician: Technician: Technician: $100/hour $105/hour $110.25/hour $115.76/hour $121.55/hour 9 Attachment J Proposal from Lancesoft, Inc. M LANCESOFT LanceSoft, Inc.'s RFP Response City of Rosemead Professional Services for Information Technology Services REQUEST FOR PROPOSALS (RFP) NO. 2024-28 Submitted by: LanceSoft, Inc. 2121 Cooperative Way, Suite 130, Herndon, VA, 20171, United States Phone: (+) 914 217 9600 Fax: 703-889-6500 Point of Contact: Venkat Ramamohan Phone: (+) 914 217 9600 E-mail: marketingolancesoft.com http:/Av".Iancesoft.com/ CAGE Code: 4AUM9 DUNS: 154610971 TIN: 54-1974095 LanceSoft Inc. is Minority Owned Business Enterprise (MBE) and a Diversity Owned Company in the USA & Canada All rights reserved © 2024 LanceSoft. Inc. http://www.lancesoft.com/ 11Page LANCESOFT Table of Contents 1. PROPOSAL SUMMARY..............................................................................................................4 2. LANCESOFT'S PROFILE............................................................................................................7 2.1 CORPORATE PORTFOLIO: LANCESOFT, INC...................................................................................8 3. LANCESOFT'S QUALIFICATION..............................................................................................12 4. LANCESOFT'S WORK PLAN....................................................................................................16 4.1 LANCESOFT'S UNDERSTANDING AND ABILITY TO SATISFY CITY'S OBJECTIVES AND WORK REQUIREMENTS 16 4.2 LANCESOFT'S COMPREHENSIVE SOLUTION OVERVIEW AND STRATEGIC APPROACH ........................ 17 4.2.1 LanceSoft Approach for Addressing the City's IT Services Requirements..............17 4.2.2 LanceSoft's Approach for Desktop Support Services.............................................19 4.2.3 LanceSoft's Approach for Computer Operations Services......................................23 4.2.4 LanceSoft's Approach for Security Administration Support ....................................26 4.2.5 LanceSoft's Approach for Network Administration and Systems Support ...............30 4.2.6 LanceSoft's Approach for Planning and Project Management................................36 4.2.7 LanceSoft's Approach for Communication and Analysis........................................39 4.2.8 LanceSoft's Proposed Transition Timetable for Full Operation...............................41 4.2.9 LanceSoft's related service experience..................................................................43 4.3 OUR COMMITMENT TO QUALITY................................................................................................. 45 5. STAFFING..................................................................................................................................46 5.1 THE RIGHT TEAM - LANCESOFT'S PROPOSED KEY PERSONNELS ................................................... 46 5.2 AVAILABILITY...................................................................................................................... 47 6. LANCESOFT'S PROPOSED INNOVATIONS.............................................................................47 7. PROPOSAL COSTS SHEET AND RATES.................................................................................49 7.1 COMMERCIAL TERMS AND CONDITIONS......................................................................................49 8. LANCESOFT'S SERVICE LEVEL AGREEMENTS.....................................................................50 9. RACI MATRIX............................................................................................................................51 21Page M LANCESOFT 10. APPENDIX.................................................................................................................................53 10.1 PROOF OF INSURANCE.......................................................................................................... 53 10.2 RESUMES............................................................................................................................54 31Page M LANCESOFT 1. PROPOSAL SUMMARY Offer Reference No: 2024/RFP/ L01010 25 -Sep -24 Attn: M/s. City of Rosemead Subject: Response to City of Rosemead - Professional Services for Information Technology Services Dear Madam/Sir On behalf of the entire team at LanceSoft, I am pleased to present our collective response to the City of Rosemead for providing Professional Services for Information Technology Services. We appreciate the opportunity to propose our services. Our proposal in response to the above solicitation is 100 percent compliant with all requirements and in many cases, we exceed the requirements to provide the City of Rosemead with a high-value solution to the requirement. Established in 2000, LanceSoft is a privately -owned S corporation, headquartered at 2121 Cooperative Way, Suite 130, Hemdon, VA, 20171. LanceSoft has over 23 years of experience in providing IT, consulting, cybersecurity, engineering, scientific, and professional services to companies across diverse domains and geographies worldwide. LanceSoft operates through a network of more than 28 offices throughout North America, Canada, including additional offices in India, Hong Kong, Mexico, the Philippines, and various European and Asian countries. We take pride in our strong partnerships with top companies and our deep relationships with IT and non -IT consultants across the globe. Our extensive experience and global presence uniquely position us to deliver high-quality solutions tailored to meet the specific needs of our clients. We appreciate the opportunity to submit our proposal and look forward to the possibility of partnering with you on this project. LANCESOFT'S UNDERSTANDING OF THE PROJECT: LanceSoft fully understands that the City of Rosemead is seeking a trusted and experienced consultant to provide comprehensive IT professional services, with a focus on maintaining and enhancing its IT infrastructure. The City's key objectives are to improve the overall effectiveness of its IT systems, ensure reliable service delivery with minimal downtime, and elevate the quality of support across critical areas of its technology environment. These areas include network administration, backup systems management, network security, systems support, help desk operations, PC desktop support, and software integration. Additionally, the City requires ongoing technical project management and expert consulting to assist with strategic planning, budgeting, and future technology refresh initiatives to keep pace with emerging needs. LanceSoft is well-positioned to meet these requirements, drawing on our extensive experience in IT infrastructure management and network security. We recognize the importance of seamless operations, robust data protection, and efficient systems management. Our team is dedicated to ensuring that the City's network and backup systems are optimized for performance, secure from vulnerabilities, and reliable for continuous operation. By taking a proactive approach, we focus on identifying potential risks and mitigating them before they disrupt services, ensuring minimal downtime and maintaining business continuity. 41Page M LANCESOFT Moreover, our fully integrated support framework includes responsive help desk services, effective desktop support, and seamless software integration to address the City's everyday IT challenges. Our technical project management team will work in close collaboration with the City to ensure the successful delivery of IT initiatives, guaranteeing projects are completed on time, within budget, and in alignment with the City's long-term strategic goals. Through our IT consulting expertise, we will provide valuable insights to guide the City in making informed decisions on technology investments, prioritizing projects, and planning future upgrades, helping the City build a scalable and future -ready IT environment. KEY FEATURES OF LANCESOFT'S PROPOSAL: LanceSoft is pleased to propose a comprehensive IT solution tailored to meet the City of Rosemead's evolving needs. Our approach integrates proactive monitoring, timely support, strategic planning, and industry-leading security practices to ensure optimal performance of the City's IT infrastructure. Below is a detailed outline of the features of our proposal. • Desktop Support: Efficient setup, configuration, and troubleshooting of PCs, with real-time Help Desk support via phone, email, and in-person requests. We will maintain up-to-date hardware and software inventories to meet operational needs. • Computer Operations: Regular monitoring, performance tuning, preventive maintenance, and disaster recovery readiness for servers and network devices. We ensure reliable operations with detailed record-keeping. • Security Administration: Managing user access, security policies, and monitoring threats. We will ensure regulatory compliance through regular scans and maintain firewall and patch updates, promptly notifying the City of any security incidents. • Network Administration: Proactive management of network devices and real-time monitoring to resolve issues, optimize performance, and plan for future growth. • IT Planning & Project Management: Strategic analysis of IT systems, long-term planning, and project implementation, ensuring alignment with the City's goals and minimal operational disruptions. • Clear Communication: Regular updates on IT activities, network health, and security, with user-friendly reports to support informed decision-making. CONTACT FOR THIS PROPOSAL I, Mr Venkat Ramamohan, as the undersigned representative of LanceSoft, Inc, hereby confirm my role as the Point of Contact (POC) for City of Rosemead during the execution of the project. I am duly authorized to sign the enclosed offer and act as the designated negotiator for any resulting contract. You may contact me via phone at (+) 914 217 9600 or via email at marketing(cDla ncesoft. com LanceSoft's Communication Plan: LanceSoffs Point of Contact (POC) and dedicated resources will ensure seamless communication with the City of Rosemead through a structured and transparent approach. The POC will coordinate schedules, manage staffing, and handle escalations while conducting regular monthly and quarterly meetings to review performance and strategic planning. Our on-site technician will provide daily support, proactive updates, and issue resolution, backed by a 24x7 emergency hotline for urgent needs. Additionally, with LanceSoft's 51P age M LANCESOFT offices located in California, our remote staff can provide rapid onsite support in case of any urgency. Detailed reporting on help desk activities, hardware inventory, and project status will be shared regularly to ensure alignment and continuous improvement of IT services. We now look forward to associate with your department for a long term and mutually beneficial business relation. Should you require any further information, we shall be pleased to provide the same. Respectfully, Mr. Venkat Ramamohan Senior Vice President For LanceSoft Inc., 2121 Cooperative Way I Suite 130 1 Herndon I VA 120171 1 United States (+) 914 217 9600 Phone 703-889-6500 Fax 61Page M LANCESOFT 2. LANCESOFT'S PROFILE LanceSoft is thankful to the City of Rosemead for the opportunity to submit our response for its Professional Services for Information Technology Services RFP. We appreciate the chance to showcase our capabilities and propose tailored solutions to meet your needs. With an illustrious history spanning over 23 years, LanceSoft specializes in delivering exceptional Professional Services for Information Technology Services. LanceSoft takes pride in its proven ability to provide scalable, high-quality solutions to esteemed clients worldwide. Purpose, People, Performance and Partnerships: LanceSoft is built upon four pillars: Purpose, People, Performance and Partnerships. These core pillars define who we are and where we come from. These principles are our guiding light & aid us in our decision making, interaction with our clients, vendors & the communities we serve in & shape our existing & prospective relationships. LanceSoft, headquartered in Hemdon, Virginia, offers global Professional Services for Information Technology Services to clients. We are uniquely positioned to collaborate with the City of Rosemead on this initiative. Our proposal reflects our dedication to establishing a lasting partnership with the City of Rosemead, focusing on process -oriented methodologies, optimization, automation, and service excellence. LanceSoft is eager to explore the potential for a long-term service relationship with the City of Rosemead, underpinned by our strong financial stability, extensive capacity, and diverse resources. With over 23 years of experience in the IT services sector, we have developed a resilient financial foundation that supports our commitment to quality service delivery and innovation. Financial Stability LanceSoft's financial health is demonstrated by our consistent revenue growth and profitability, which we attribute to our diversified client portfolio spanning multiple sectors, including government, healthcare, and technology. This diversification not only provides us with a stable income stream but also enhances our resilience against economic fluctuations. Our commitment to sound financial practices is evident in our adherence to industry standards and regulatory compliance, ensuring we operate with integrity and accountability. Our workforce comprises over 500 highly skilled technicians and IT professionals, each equipped with specialized knowledge to address the unique challenges faced by municipal IT infrastructures. We continuously invest in training and certification programs, ensuring our staff remains well -versed in the latest technologies and best practices. This investment in human capital enables us to provide exceptional support in areas such as network administration, cybersecurity, and software integration. In addition to our personnel, LanceSoft maintains strategic partnerships with leading technology vendors, allowing us to offer a wide range of solutions tailored to meet the City's specific needs. Our capabilities include comprehensive IT audits, system performance monitoring, disaster 71Page M LANCESOFT recovery planning, and ongoing technical support, ensuring that we can adapt to the evolving demands of the City's IT environment. We employ robust project management methodologies, such as Agile and ITIL, to ensure the efficient execution of IT projects while maintaining budgetary constraints. Our operational processes include regular status updates, transparent reporting, and performance metrics to keep the City informed of our progress and outcomes. This commitment to transparency fosters a collaborative environment where the City can provide input and feedback throughout the engagement. At LanceSoft, we view our relationship with the City of Rosemead as a partnership rather than a transactional arrangement. We are dedicated to understanding the City's goals and challenges, allowing us to provide tailored solutions that drive efficiency and improve service delivery. Our proactive approach means we will not only respond to the City's immediate IT needs but also anticipate future requirements, enabling us to support long-term strategic planning and technology refreshment initiatives. Our strong financial stability, extensive capacity, and commitment to delivering high-quality IT services make us an ideal choice for fostering a long-term relationship that supports the City's vision for efficient and effective municipal services. With extensive experience serving clients globally across the USA, LanceSoft is confident that our proposal will align with the scope of City of Rosemead. We are eager to engage with City of Rosemead in a long-term strategic partnership. Through this proposal, LanceSoft aims to showcase our approach, governance practices, and process optimization capabilities, demonstrating how we can contribute to creating a resilient and scalable service delivery framework for the City of Rosemead. 2.1 Corporate Portfolio: LanceSoft, Inc. Address Legal Form Telephone Established Email Website United States S Corporation 703-674-4500 25"' February 2000 marketing(cDLancesoft.com http: //www.la n cesoft. com With a global workforce exceeding 6,600+ employees and an annual revenue surpassing $400 million, LanceSoft is a premier provider of comprehensive IT Services, Cybersecurity Services, IT Managed services, Solutions, Development, Infrastructure, Application design and development, Staff augmentation and Recruitment, Workforce Solutions, Program/Project management and Support Services. Our commitment to excellence is reflected in our diverse SIP age M LANCESOFT portfolio of clients spanning various industries, including Public Sector, State and Federal Clients, Information Technology, Finance, Banking, Automotive, Engineering, Education, Oil & Gas, Petrochemicals, Energy, Aerospace, Semiconductor, Telecom, Retail, and more. LOCAL PRESENCE: LanceSoft has established itself as a leading professional services for Information Technology Services practice provider with a strong local presence. Our client base spans from Fortune 500 companies to ambitious startups, showcasing the diversity of our services. We take pride in serving a wide range of clients, from multinational corporations to middle -market enterprises. Our strength lies in our collaborative approach, bringing together diverse talents to deliver exceptional results. In addition to our client -focused work, LanceSoft is deeply committed to serving the community and promoting diversity and inclusivity. Our TADAH (Together We Achieve Diversity and Harmony) program exemplifies this commitment by providing equal opportunities for individuals from various backgrounds. PUBLIC SECTOR PRESENCE: LanceSoft has maintained a strong presence in the public sector, providing professional services for Information Technology Services to a diverse range of 50+ esteemed organizations comprising municipal, federal, state, and local government entities for over 23 years. Our clientele includes cities, counties, states, federal organizations, mass transit authorities, healthcare agencies, housing authorities, workforce agencies, welfare agencies, colleges, and universities. We are dedicated to addressing complex challenges and delivering high-quality services to enable our clients to enhance customer service for their constituents. With extensive experience in the public sector, we have developed a deep understanding of diverse management issues and government program requirements. Our track record reflects our commitment to excellence and our ability to navigate the unique landscape of public sector environments. GLOBAL FOOTPRINT: Operating across the globe, LanceSoft has established a strong presence in numerous regions, allowing us to deliver tailored solutions to clients worldwide. We have an international footprint with 28 support offices throughout North America, Four (4) country offices in Canada, Eleven (11) in India, Three (3) in Philippines, Two (2) in Malaysia and one each in Hongkong, Mexico, UK, Ireland, Netherlands, Czech Republic, Hungary, Vietnam, Italy, France, Norway, Poland, Switzerland, Romania, Turkey, Estonia, Singapore, Thailand, Indonesia, Bangladesh, China, Lithuania, Japan, Ethiopia, UAE, Bulgaria, and Australia underscores our ability to provide "follow the sun" model support. 91Page MLANCESOFT •Vel r_� r w� ..r..��W , QUALITY AND CERTIFICATIONS -1 J LanceSoft's commitment to cybersecurity excellence is underscored by our acquisition of various industry-leading quality certifications, notably ISO certifications and SOC certifications. These certifications validate our steadfast adherence to globally recognized standards for information security management and assurance, affirming our dedication to upholding the highest levels of security and compliance across all aspects of our operations. By securing these certifications, LanceSoft assures our clients of the integrity and reliability of our cybersecurity solutions, instilling in them the confidence and assurance they seek in safeguarding their data. Our notable certifications include ISO 27001 for Information Security Management Systems (ISMS), ISO 9001 for Quality Management Systems (QMS), and ISO 14001 for Environmental Management Systems, reflecting our commitment to maintaining superior standards in information security, quality, and environmental responsibility throughout our suite of cybersecurity offerings. Moreover, our attainment of SOC certification underscores our unwavering adherence to rigorous security standards and practices in the management and protection of client data, further enhancing trust and confidence in LanceSoft's cybersecurity services among our esteemed clients and partners. ACHIEVEMENTS AND AWARDS LanceSoft takes great pride in its achievements and recognition within the industry, showcasing our commitment to excellence and innovation. Over the years, we have garnered numerous awards and accolades, underscoring our leadership in providing cutting-edge IT solutions and services. Our dedication to delivering exceptional value to clients has been repeatedly acknowledged by esteemed organizations and industry bodies, further solidifying our reputation as a trusted partner in the technology landscape. Among our notable achievements, LanceSoft has been honored with prestigious awards for excellence in areas such as cybersecurity, IT consulting, and workforce solutions. These accolades serve as a testament to our relentless pursuit of innovation, quality, and client satisfaction. Additionally, our commitment to fostering diversity and inclusion has been recognized through various awards, highlighting our efforts to create a workplace culture that celebrates and empowers individuals from diverse backgrounds. Furthermore, LanceSoft's contributions to the community and corporate social responsibility initiatives have been applauded by various organizations, reflecting our commitment to making a 101Page MLANCESOFT positive impact beyond business boundaries. Through our dedication to excellence, innovation, and social responsibility, LanceSoft continues to set new benchmarks in the industry, driving positive change and delivering value to clients, employees, and communities alike. The image below showcases a selection of the many awards LanceSoft has proudly obtained: AWardS For Outstanding Performance tr. Wo &W SuIrm t glOutstanding global �® I A+ lobal Performer M SoPolier Partne, laltn9 LanceSoft appreciates the opportunity to address the inquiry regarding any relevant lawsuits or litigation associated with our firm. We would like to confirm that, to the best of our knowledge, LanceSoft has not been involved in any lawsuits related to public projects or any other type of projects within the last five years. Furthermore, we would like to emphasize that LanceSoft does not engage subcontractors for our projects. Our commitment to maintaining high-quality service delivery and accountability is reflected in our practice of utilizing our in-house team of highly skilled professionals for all engagements. This approach allows us to uphold stringent standards of performance, ensuring that we meet the needs and expectations of our clients without the complexities that can arise from subcontracting arrangements. STRATEGIC CLIENT SERVICES TEAM: LanceSoft adheres to a meticulously structured and thoroughly documented approach to team management, ensuring uninterrupted business operations, transparency, and seamless communication between the City of Rosemead and LanceSoft stakeholders throughout our collaboration. In line with our commitment to excellence, we are pleased to offer City of Rosemead the specialized support of our strategic client services team, dedicated to ensuring precise service delivery and exceeding all requirements with utmost professionalism. 111Page M LANCESOFT $. LANCESOFT'S QUALIFICATION At LanceSoft, we thrive on the challenge of transforming IT landscapes for both public municipalities and private sector clients. Our journey is marked by a series of impactful projects that showcase our expertise, innovative approaches, and unwavering commitment to excellence. Below, we delve into a few standout initiatives that exemplify our qualifications and the value we bring to our partners. Texas Community Health Choice: Fortifying Network Resilience In our partnership with Texas Community Health Choice, we set out on a mission to overhaul their IT infrastructure —a challenge that was as critical as it was exciting. Understanding the vital role of data integrity in healthcare, our team dove deep into their existing systems, identifying vulnerabilities and areas ripe for enhancement. The stakes were high, but so were our ambitions. We transformed their network resilience by upgrading essential devices like routers, switches, and firewalls. But we didn't just stop at the basics; we introduced a comprehensive backup and disaster recovery system, ensuring that their vital data was safeguarded against any potential threats. With enhanced security protocols, including improved user access controls and sophisticated firewall configurations, we drastically minimized the risk of breaches. Regular PCI compliance checks and timely security patch updates became standard practice, reinforcing their defenses and empowering Texas Community Health Choice to operate with confidence. The results? A remarkable reduction in downtime, a fortified security posture, and enhanced operational efficiency that allowed them to focus on their mission of serving the community, rather than worrying about their IT infrastructure. Gwinnett County Government: Revolutionizing Network Stability Our journey with Gwinneft County Government (Georgia) was nothing short of transformative. Tasked with leading a revolutionary Network Administration and Monitoring Initiative, we understood the essential need for seamless connectivity in public service delivery. Our dedicated team took the reins, ensuring that the County s network was not just stable, but robustly secure. We implemented a cutting-edge, real-time monitoring system designed to proactively detect and resolve performance issues before they could disrupt daily operations. This was not just technology; it was a commitment to excellence. By streamlining network performance and significantly reducing latency, we ensured faster and more reliable connectivity for all County departments. Our comprehensive anti-malware management solutions became the bulwark against emerging threats, keeping systems fortified with the latest patches and defenses. The outcome was a network that was not only high -performing but also a formidable defense against cyber threats. The improved connectivity empowered Gwinneft County to serve its constituents more effectively and adapt to the ever -evolving digital landscape with confidence and agility. 121Page M LANCESOFT Commonwealth of Massachusetts: Strategic IT Planning for Future Growth In guiding the Commonwealth of Massachusetts, we embarked on a strategic voyage aimed at future -proofing their IT landscape. Our mission was clear: to lay a solid foundation for technological growth while ensuring that their existing infrastructure could meet the evolving demands of state operations. We began with a thorough assessment of their IT ecosystem, peeling back layers to reveal strengths, weaknesses, and opportunities for innovation. The roadmap we developed wasn't just a plan; it was a visionary guide that outlined strategic upgrades essential for enhancing their technology infrastructure. Throughout this intricate project, we coordinated seamlessly with internal teams and external contractors, ensuring that every upgrade was executed flawlessly. Managing everything from hardware acquisition to timeline preparation, we navigated the complexities with precision, delivering projects on time and within budget. This strategic overhaul not only laid the groundwork for future scalability but also positioned the Commonwealth to embrace emerging technologies, ensuring they could serve their citizens more efficiently and effectively in the years ahead. Connect Homes: Enhancing Innovative Home Design Solutions In a vibrant collaboration with Connect Homes, we embarked on an exciting journey to enhance their IT infrastructure—one that was essential for their groundbreaking approach to home design. Our team took charge of all aspects of IT services, including desktop support, network administration, and cloud infrastructure management, critical for fostering collaboration among diverse teams across multiple locations. Our proactive monitoring system acted as a vigilant guardian, minimizing downtime and ensuring high availability of services. Over a dynamic 24 -month engagement, LanceSoft assumed 100% responsibility for the IT services provided, weaving solutions seamlessly into Connect Homes' evolving business needs. Our adherence to the project timeline and budget allowed Connect Homes to allocate resources effectively, enabling them to concentrate on their core mission of revolutionizing home building. The positive impact of our collaboration was evident, empowering Connect Homes to enhance their operational capabilities and embrace innovation in their design solutions. Daimler Trucks North America: Optimizing IT for Manufacturing Excellence For Daimler Trucks North America (DTNA), LanceSoft became an indispensable partner, managing approximately 85% of their IT operations—a feat crucial for their large-scale manufacturing and distribution processes. Our focus on network security, asset management, and strategic IT planning played a vital role in ensuring that DTNA maintained its competitive edge in the automotive sector. We meticulously managed their network infrastructure, from firewall configurations to regular updates, safeguarding sensitive data and ensuring compliance with industry regulations. Our 131Page MLANCESCIFT dedicated approach included proactive monitoring and timely interventions, allowing us to address potential issues before they escalated into operational disruptions. Over the course of this 18 -month project, we executed every phase with precision, meeting all deadlines and adhering strictly to budget constraints. LanceSoft's commitment to proactive issue resolution and strategic insights enabled DTNA to optimize their IT systems for enhanced performance and scalability. This collaboration not only strengthened DTNA's technological capabilities but also positioned them for future growth and innovation, solidifying our role as a trusted partner in their ongoing success. Below we have provided further details for the references — PUBLIC SECTOR: REFERENCEII Name[Texas Communi Health Choice ddress Houston, TX ele hone Number 1 13 295-2313 mail Richard. Hobbs Commun itvHealthChoice.or oint of Contact Richard Hobbs - Manager Information Security otal project cost 2 Million Percentage of work the Firm as responsible for 1000% Project Duration 136 months REFERENCE 2 Name Gwinneft County Government (Georgia) Address 75 Langley Drive, Lawrenceville, GA 30046 Telephone Number 70-822-7905 Email Melanie. Brooks(d),qwinnettgggD_ty.cDm Point of Contact Melanie Brooks /IT Business Manager Total project cost $2.5 Million Percentage of work the Firm100% as responsible for Project Duration 6 months 141Page M LANCESOFT PRIVATE SECTOR: REFERENCE 4 Name 00 Washington Street, Boston, MA 02111 Telephone Number 17-348-5029 Email Kara.Banderier state.ma.us Point of Contact Kara Banderier/EOHHS IT Contractor Liaison Total project cost $2.1 Million Percentage of work the Firm as responsible for 100% Project Duration 36 months PRIVATE SECTOR: REFERENCE 4 Name Connect Homes Address 304 S Broadway, Suite 320, Los Angeles, CA 90013 Telephone Number 'Telephone no. shall be provided on request' Email eborah connect-homes.com Point of Contact Deborah Casper - Chief Financial officer Total project cost $700,000 Percentage of work the Firm100% as responsible for Project Duration 36 months Name Daimler Trucks North America ddress 701 NW Vaughn Street, Suite 900 Portland, OR 97210 USA elephone Number 'Telephone no. shall be provided on request' Email "Email shall be provided on request' Point of Contact Dallas L. Stephens II, CISSP otal project cost $1 Million Percentage of work the Firm100% as responsible for roject Duration 36 months 151Page M LANCESOFT 4. LANCESOFT'S WORK PLAN 4.1 LanceSoft's understanding and ability to satisfy City's objectives and work requirements Our Understanding of the City's Aspirations At LanceSoft, we recognize that the City is on a mission to transform its IT landscape into a robust, efficient, and responsive infrastructure. You're not just seeking a consultant; you're looking for a trusted partner to help you elevate your technology capabilities to new heights. Your objectives are crystal clear: Enhancing IT System Performance: The City aims to supercharge its IT systems for optimal functionality, allowing for seamless service delivery that benefits all departments and citizens. 2. Guaranteeing Reliable Service: You want to minimize downtime and ensure uninterrupted services, which are critical to effective public service delivery. Our goal is to keep your systems running smoothly so that you can focus on what matters most: serving your community. 3. Elevating Support Quality: The City desires a holistic approach to support that spans network administration, backup systems management, network security, systems support, help desk operations, PC desktop support, and software integration—all aimed a1 resolving day-to-day IT challenges effectively. 4. Continuous Technical Project Management: We understand that you need ongoing support for your technical projects, ensuring they align with your budgetary and strategic goals while maintaining the highest standards of quality. 5. Expertise in Strategic Planning: Staying ahead in the tech landscape is crucial. You seek our guidance in technology refresh initiatives, budgeting, and long-term strategic planning to ensure the City remains at the forefront of innovation. Our Commitment to Realizing Your Vision LanceSoft is uniquely positioned to tum these aspirations into reality, thanks to our extensive experience and a proven track record in IT infrastructure management and network security. Here's how we plan to partner with you: Building a Resilient Infrastructure: We'll fortify your network and backup systems, ensuring they are not just secure but also optimized for exceptional performance. With our continuous monitoring, your sensitive data will be well -protected, and compliance with regulations will be seamless. 161Page M LANCESOFT Proactive Risk Management: We believe in a "safety -first" approach. By identifying vulnerabilities before they become issues, we'll ensure minimal disruption to services, enhancing your operational continuity. • Comprehensive Support Framework: Our integrated support system combines responsive help desk services with efficient desktop support and seamless software integration. This way, we tackle your IT challenges head-on and keep your operations running like a well-oiled machine. • Collaborative Project Management: Our dedicated project management team will be your strategic partner, guiding you through every phase of your IT initiatives. We'll ensure projects are completed on time and within budget, while also keeping communication lines open for regular updates and stakeholder alignment. • Strategic IT Consulting: Our expert consultants will provide actionable insights on technology investments and project prioritization. We aim to empower the City to make informed decisions, ensuring your IT environment is not just current but also scalable and ready for future advancements. LanceSoft is excited about the opportunity to partner with the City on this transformative journey. Together, we can elevate your IT capabilities, ensuring that your infrastructure not only meets today's demands but also paves the way for a brighter, tech -savvy future. 4.2 LanceSoft s Comprehensive Solution Overview and Strategic Approach 4.2.1 LanceSoft Approach for Addressing the City's IT Services Requirements LanceSoft is committed to providing a comprehensive and strategic IT service solution tailored specifically to the City's unique needs. Our approach encompasses a blend of dedicated support, proactive management, and continuous improvement, ensuring that the City's IT infrastructure operates efficiently and effectively. Below are the key components of our proposed approach: On -Site Full -Time Technician Support We will deploy a dedicated, full-time IT technician on-site according to the City's defined schedule. This technician will be responsible for day-to-day IT operations, troubleshooting, and providing user support. Their close collaboration with the City's IT staff and departments will facilitate quick resolutions to technical issues, ensuring that the IT infrastructure remains functional and responsive to the City's needs. 171Page M LANCESOFT Backup Staffing Resource To maintain continuity of service, we will establish a pool of qualified backup technicians available to fill in for any staffing irregularities or unplanned absences. This ensures that critical IT services remain uninterrupted, allowing for rapid response to major issues, such as network outages or system failures. For planned upgrades or projects, we will schedule additional support to assist in minimizing disruption to ongoing operations. Backup Plans and Procedural Documentation Our approach includes developing comprehensive backup plans for all active servers to ensure that critical data is consistently backed up and securely archived. We will create detailed procedural documentation for all server -related activities, which will be shared with the City. This documentation will not only facilitate transparency but also enable the City's staff to follow established protocols for data management and recovery. 24x7 After -Hours Support To ensure that the City has access to IT support at all times, we will provide a 24x7 hotline for after-hours emergencies. Our team will offer immediate remote assistance, and, if necessary, deploy an on-site technician within two hours. We will clearly outline the hourly rates for after- hours support and establish minimum billing hours in our service agreement, providing clarity and transparency in our billing practices. Account Management and Coordination A dedicated Account Manager will oversee all aspects of the contract. This role involves preparing and managing the monthly schedule for personnel, coordinating emergency responses, and handling administrative tasks such as billing and reporting. The Account Manager will also conduct monthly meetings with the City's IT overseer to assess service performance and identify opportunities for improvement. End -User Training Ongoing end-user training will be provided to City staff on various technologies and IT systems. Training sessions can be scheduled at the City's request or in response to identified needs. This initiative is designed to empower staff to utilize IT resources effectively, thereby reducing user errors and increasing overall productivity. Collaboration, Reporting, and Improvement Recommendations We are dedicated to fostering a collaborative relationship with City staff and other contractors to ensure timely and professional service delivery. Regular status meetings will be held to discuss 181Page M LANCESOFT ongoing projects, and we will provide comprehensive reports on outstanding issues, completed work, and the health of the City's IT network. We will also proactively recommend process improvements to optimize IT service delivery and operational efficiency. Policy Enforcement Ensuring compliance with the City's IT policies is a priority for our team. Our technicians will actively monitor adherence to these policies, providing reminders and support to staff as necessary to maintain compliance with relevant regulations and internal guidelines. Hardware Inventory and Disposal We will conduct quarterly reviews of hardware inventory to ensure accurate tracking of all IT assets. Additionally, we will manage the environmentally safe disposal of surplus electronic equipment in accordance with legal requirements, ensuring that the City remains compliant with disposal regulations. Initial IT Audit and Business Plan Within the first 30 days of our engagement, we will perform a comprehensive IT audit to assess the current state of the City's IT infrastructure, including its security posture and operational efficiency. Following this assessment, we will draft an IT Business Plan within the first 60 days, which will outline strategic recommendations for improvements, technology refreshment, and long-term planning aligned with the City's goals. 4.2.2 LanceSoft's Approach for Desktop Support Services At LanceSoft, we recognize that effective desktop support is pivotal in ensuring seamless operations within the City's IT infrastructure. Our approach is designed to provide a comprehensive, proactive, and user-friendly experience, ensuring that all desktop -related challenges are addressed with efficiency and expertise. Below, we present our detailed approach to delivering these essential services: 191Page MLANCESOFT n jZ LanceSoft's Unified IT Management Framework Comprehensive Help Desk Support and Problem Resolution Our Help Desk support framework is the backbone of our desktop support services, aimed at managing and resolving all technical issues that arise. Our comprehensive approach includes: • IT Service Management (ITSM) Platform Implementation: We will establish a robust ITSM platform to manage service requests and problem resolutions. This system will allow us to efficiently log, track, and categorize incoming requests based on urgency and complexity. Each request will be assigned a unique ticket for seamless tracking throughout the resolution process. • Expert Diagnosis and Resolution: Our dedicated technician will be equipped to diagnose a wide array of hardware and software issues, including those related to various 201Page M LANCESOFT operating systems (such as Windows 10/11), application compatibility, network connectivity, and peripheral device integration (like printers and scanners). For every installation request, the technician will conduct meticulous assessments to ensure compatibility with existing systems, adhering to the City's standard operating procedures (SOPS) and compliance requirements. • Multi -Channel Support Communication: To ensure user satisfaction, we will provide support through various channels, including in-person assistance, phone support, and email communication. This flexibility enables users to choose the most convenient method for resolving their issues. Our technicians will offer comprehensive end-to-end resolution, including proactive follow-ups after issues are resolved, ensuring that users are fully satisfied and informed. Prioritization and Effective Communication We understand the significance of prioritizing requests based on their urgency and impact on operations. Our prioritization strategy entails: • Triage System for Requests: Each request will be triaged according to predefined priority levels, taking into account factors such as the severity of the issue, the number of users affected, and potential business impact. High-priority issues—such as critical application failures, security vulnerabilities, or system outages—will receive immediate attention to minimize disruption to the City's operations. • User -Centric Communication: Our technician will communicate updates and resolutions in a clear and accessible manner, avoiding technical jargon that may confuse users. We aim to ensure that all stakeholders understand the nature of the issue, the steps taken for resolution, and any preventative measures implemented to avert future occurrences. Additionally, we will generate technical documentation for complex issues, creating a user- friendly knowledge base that empowers users to troubleshoot common problems independently. Tracking and Reporting with ITSM Tools We will utilize a comprehensive ITSM tool, such as ServiceNow or ManageEngine, to ensure meticulous management of all Help Desk requests. Key components of this approach include: • Detailed Ticket Management: Each service request will be documented in detail, capturing essential information such as the type of issue, technician actions taken, and resolution timeframes. This systematic approach not only promotes accountability but also enhances transparency throughout the support process. 211Page LANCESOFT 4 • Performance Metrics and Reporting: Our ITSM system will generate regular reports— both monthly and on an ad-hoc basis—providing insights into Help Desk activities. Key performance metrics will include the total number of tickets resolved, average response times, ticket closure rates, and identification of recurring issues. This data -driven approach will allow us to spot trends, address root causes, and inform strategic planning for future system upgrades or policy changes. • Automated Escalation Alerts: To ensure rapid resolution of critical incidents, we will configure automated alerts within our ITSM tool. This feature will immediately flag unresolved or high -impact incidents for management attention, facilitating quick interventions to minimize service disruptions. Comprehensive Hardware and Software Support Our technician will play a vital role in managing hardware and software needs, collaborating closely with City personnel to ensure that all technological requirements are met effectively. This includes: • Procurement and Compatibility Assessments: Our technician will assist in recommending and sourcing IT equipment that aligns with the City's functional requirements. This involves conducting thorough compatibility assessments for new hardware, such as desktops, laptops, tablets, and peripherals, to ensure seamless integration into the existing infrastructure. • Proactive Software Management: We will maintain rigorous software licensing, version control, and patch management protocols to ensure that all systems remain secure and up-to-date. Ourtechnician will also manage warranty support by coordinating with vendors to facilitate timely repairs or replacements when necessary. • Proactive Warranty Management: Utilizing warranty management tools, we will track expiration dates and proactively alert City personnel to renew or update support contracts, safeguarding the City's technological investments and ensuring uninterrupted service. Special Projects and Inventory Management Understanding that special projects are essential for enhancing the City's IT capabilities, our technician will undertake the following responsibilities: • Setup and Configuration of New Workstations: For any special project assignments, our technician will manage the setup and configuration of new workstations, ensuring that each system is accurately imaged with standard City configurations. This includes establishing secure access to shared drives, email, and essential enterprise applications. 221Pa9e M LANCESOFT • Robust Security Implementations: We will apply stringent endpoint protection measures to all new systems, including antivirus installations, firewall configurations, and encryption policies, following industry best practices to safeguard sensitive data. Regular Inventory Audits: We will conduct regular inventory audits utilizing asset management software to track hardware and software licenses, ensuring compliance with licensing agreements and identifying underutilized resources. This proactive management will also enable us to recommend necessary hardware upgrades or modifications, thereby extending the lifespan of existing equipment and optimizing resource allocation. By employing this detailed, structured, and user -focused approach to desktop support services, LanceSoft is dedicated to ensuring that the City's desktop infrastructure remains secure, efficient, and fully supported. Our technician will not only resolve issues swiftly but also proactively identify opportunities for improvement, contributing to a continually evolving IT environment. We are excited about the prospect of partnering with the City to enhance its IT capabilities and ensure a seamless, high-quality user experience across all desktop services. 4.2.3 LanceSoft's Approach for Computer Operations Services At LanceSoft, we understand that the efficiency and security of the City's IT infrastructure are paramount to its success. Our proposed approach to computer operations services is crafted to ensure a robust, scalable, and secure environment that enables the City to achieve its operational objectives with confidence. Through proactive monitoring, detailed maintenance practices, and thorough documentation, we strive to enhance the performance and reliability of all IT systems. Below, we present an in-depth overview of our strategy for each service requirement: Review of Process Logs for Normal Execution and Performance To optimize system operations, we will deploy a log management solution such as Microsoft Sentinel or Graylog. This tool will automatically collect and centralize all process logs from various systems, capturing essential scheduled tasks like system updates, batch processes, and automated data transfers. By performing regular analyses, we will identify performance anomalies—such as slow execution or process failures—promptly flagging these issues for immediate remediation. This proactive oversight ensures that operations run smoothly and efficiently, minimizing interruptions and enhancing service delivery. Review of Security Logs for Unusual Activity The integrity of the City's IT infrastructure hinges on effective security measures. We will collect security logs from firewalls, intrusion detection systems (IDS), antivirus software, and other security tools to create a holistic view of network security. Implementing a Security Information 231Page MLANCESOFT and Event Management (SIEM) platform allows us to aggregate these logs, apply advanced correlation rules, and generate alerts for suspicious activities, such as multiple failed login attempts or unauthorized access attempts. This vigilant monitoring will empower our team to investigate potential security incidents swiftly, mitigating risks and preserving the City's data integrity. Ensure Scheduled Preventive Maintenance Scheduled preventive maintenance is critical for maintaining the health of hardware and software systems. Our systematic approach will include essential tasks such as firmware updates, disk defragmentation, and proactive component replacements for aging hardware. By utilizing a maintenance management system to log all completed tasks, we ensure accountability and transparency in our processes. This proactive stance will reduce unscheduled downtime, enhance system reliability, and extend the lifespan of the City's IT assets, ultimately leading to cost savings over time. Monitor Server Performance and Capacity Management Services To ensure optimal server performance, we will continuously monitor critical metrics using enterprise -grade tools like SolarWinds or PRTG Network Monitor. This real-time monitoring will track CPU usage, memory utilization, disk 1/0, and network throughput, ensuring all servers operate within acceptable performance thresholds. Configured alerts will notify us of approaching critical limits, enabling timely interventions—such as reallocating resources or optimizing system configurations. Our capacity planning reports will provide valuable insights for strategic decisions, ensuring that the City's infrastructure can scale effectively to meet future demands. Performing Backups, Backup Rotations, and Restores Data protection is at the core of our operations strategy. We will implement a multi -layered backup strategy that includes daily backups for all critical systems, servers, and network configurations. Using both incremental and full backups ensures minimal data loss in the event of an incident. Our backups will be securely rotated to off-site storage locations, providing geographical redundancy and safeguarding against localized disasters. Regular restore tests will verify backup integrity and accessibility, ensuring that the City's systems can be swiftly restored following hardware failures, ransomware attacks, or accidental deletions. Maintenance of Network Activity Records and Reports We will leverage advanced network traffic monitoring tools such as Wireshark and NetFlow analyzers to capture comprehensive data on bandwidth usage, traffic patterns, and device 241Page M LANCESOFT connectivity. By maintaining detailed records of network activity, we will generate insightful reports that highlight performance metrics, traffic loads, and security incidents. This information will equip the City's IT team with the knowledge necessary to identify trends, potential bottlenecks, and security vulnerabilities, ultimately guiding informed decisions regarding network upgrades and reconfigurations. Monitoring and Reporting Status of Servers To maintain a proactive stance on server health, we will employ a real-time server monitoring system that tracks the operational status of all City servers. This monitoring platform will report on key metrics such as uptime, resource utilization, and the performance of essential services, including databases and email servers. Automated reports will be sent to City management on a weekly or monthly basis, summarizing server health, identifying performance issues, and providing actionable recommendations for improvements based on observed trends in resource consumption. Monitoring and Reporting on Status of Network Continuous network monitoring will be implemented using industry -standard tools like Cisco Prime Infrastructure or Nagios. These tools will allow us to track the performance and availability of critical network equipment, including routers, switches, and firewalls. By identifying and resolving network issues proactively, we can ensure that the City's operations remain uninterrupted. Detailed performance reports will be generated regularly, highlighting metrics such as latency, packet loss, and error rates, thereby supporting the City's goal of maintaining a high- performance network. Logging of Network Activities and Events To maintain compliance with security policies and provide a clear audit trail for incident investigations, we will meticulously log all network activities and significant events. This includes changes in network configurations, firewall adjustments, and access control modifications. By storing these logs in a centralized logging system and conducting periodic reviews, we will enhance our ability to troubleshoot network issues, identify security breaches, and ensure regulatory compliance in data protection. Checking on Versions of Software That Require Updates We will continuously monitor the version status of all installed software using automated tools such as Microsoft WSUS (Windows Server Update Services). This vigilance ensures that the City's operating systems, databases, applications, and security software remain current with the 251Page MLANCESOFT latest security patches and feature updates. Regular audits will flag any outdated software for immediate updating, preventing vulnerabilities that could be exploited by cyber threats and ensuring ongoing compatibility with other systems. Maintaining Process and Operational Documentation Comprehensive operational documentation is essential for effective IT management. We will develop and maintain detailed documentation covering all key processes, including backup procedures, disaster recovery protocols, and system configurations. This documentation will be kept up-to-date to reflect any changes in the Citys IT infrastructure, serving as a vital resource for troubleshooting and system administration. Regular reviews will ensure that the documentation remains current and accurately reflects operational practices, enabling consistent and efficient IT management. Keeping and Maintaining Records on Hardware Assets To optimize hardware asset management, we will implement an asset management system that maintains precise records of all hardware assets, including PCs, servers, and network equipment. Each asset will be tagged with crucial information, such as acquisition dates, warranty expiration, and maintenance history. This system will provide real-time visibility into the lifecycle status of all hardware, allowing the City to make informed decisions regarding replacements, warranty renewals, and maintenance schedules. Automated alerts will notify relevant personnel of warranty expirations or upcoming scheduled maintenance, ensuring proactive asset management. Keeping and Maintaining Records on All Software In addition to hardware management, we will maintain a comprehensive inventory of all software licenses, installations, and versions across the City's IT environment. This inventory will include licensing agreements, renewal dates, and version control information, ensuring compliance with software vendors and preventing unauthorized or outdated software usage. Regular reviews will be conducted to ensure timely license renewals and to prevent critical software from falling out of support, thereby minimizing legal and operational risks. 4.2.4 LanceSoft's Approach for Security Administration Support LanceSoft takes a holistic and proactive approach to security administration, designed to fortify the City's IT environment against both internal and external threats while ensuring compliance with relevant standards and regulations. Our methodology emphasizes robust access control, continuous monitoring, strategic updates, and a clear incident response protocol to safeguard 261Page M LANCESOFT critical infrastructure and sensitive information. Below is a detailed outline of our approach to each of the City's security administration requirements. Administration of Network User Access Rights as Approved by the City At the heart of securing the City's IT environment is effective management of user access rights. Our approach ensures that access is meticulously controlled and monitored, aligning with the City's predefined policies. We will: Manage User Accounts: We will administer network access through systems like Active Directory (AD) or other directory services, ensuring each user's access is configured according to the principle of least privilege—granting users the minimum access necessary to perform their roles. • Role and Department -Based Permissions: User access will be customized based on their role, department, or project -specific requirements. This ensures operational efficiency while maintaining a secure access framework. Auditing and Compliance: Regular audits will be conducted to assess and adjust access permissions, identifying and revoking unnecessary access, especially for users who change roles or leave the organization. Our audit process ensures ongoing compliance with the City's security policies and industry standards. By enforcing these practices, we reduce the risk of unauthorized access while providing flexibility for employees to work efficiently within their designated responsibilities. Administration of Global and Group Security Policies as Approved by the City Security policy enforcement is essential to protecting the City's network and data. We will administer and manage Global and Group Security Policies using tools such as Group Policy Objects (GPOs) or their equivalents. This will include: • Password and Account Policies: We will enforce password complexity requirements, password expiration policies, and account lockout thresholds to protect user credentials and accounts from compromise. Data Encryption and Screen Timeout Policies: Policies around screen locking and timeout will be enforced to reduce the likelihood of unauthorized access when users are away from their workstations. Data encryption standards will also be established to protect sensitive information, ensuring that only authorized users can access it. Compliance with Regulatory Standards: Policies will align with industry -specific regulations such as PCI -DSS, HIPAA, or CAS to ensure that the City is compliant with all applicable legal and regulatory standards. 271Page MLANCESOFT These security policies will be regularly reviewed and updated to stay ahead of new security threats and changing regulations. Our process guarantees a dynamic, up-to-date security posture across the City's entire IT environment. Performing Quarterly Scans for Wireless Access Points (PCI Compliance) To maintain PCI -DSS compliance, it is critical to regularly monitor and secure wireless networks. LanceSoft will conduct comprehensive quarterly scans of wireless access points (WAPs) to ensure compliance with industry standards. Our approach includes: • Rogue WAP Detection: Using advanced tools such as AirMagnet or NetStumbler, we will identify any unauthorized or rogue access points that could serve as potential entry points for security breaches. • Verification of Authorized Devices: We will validate that all authorized access points are properly secured and configured to limit access only to trusted devices. • Detailed Reporting: After each scan, we will provide the City with a detailed report of findings, along with actionable recommendations for mitigating any vulnerabilities or security gaps identified during the scan. This proactive approach ensures that the City's wireless networks remain secure and compliant with the stringent requirements of PCI -DSS, minimizing the risk of unauthorized network access. Network, Device, and Systems Security Administration and Record Keeping Managing the security of network devices such as routers, switches, and firewalls is essential to maintaining the integrity of the City's IT infrastructure. LanceSoft will: • Network Device Configuration: Ensure that all network devices are configured securely, according to industry best practices, and kept up-to-date with the latest firmware and security patches. • Vulnerability Assessments: We will conduct periodic vulnerability scans and assessments of all network devices, identifying any potential security risks and implementing mitigation strategies to address them. • Comprehensive Record Keeping: Maintain detailed records of all network configurations, changes, and security incidents. This will enable full traceability and compliance with both internal and external regulatory requirements. Our detailed logs will serve as a reference for compliance audits and enable the City to maintain a clear view of its network security landscape at all times. 281Page M LANCESOFT Monitoring for Intrusion Attempts, Attacks, and Viruses Continuous monitoring is a key component of LanceSoft's security strategy. We will leverage state-of-the-art tools to monitor the City's IT environment for any suspicious activity, including: • Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS): These systems will be configured to detect and block malicious activity, such as unauthorized access attempts, denial -of -service (DoS) attacks, or attempts to exploit known vulnerabilities. • Antivirus and Matware Protection: We will deploy enterprise -level antivirus and antimalware solutions to detect, quarantine, and remove malicious software, ensuring that both endpoints and network systems are protected. Security Information and Event Management (STEM): SIEM tools will aggregate and analyze security data from across the City's IT infrastructure, providing real-time alerts and enabling swift responses to potential threats. LanceSoft's 2417 monitoring will ensure that threats are detected and neutralized before they can cause significant harm to the City's systems and data. Firewall Configuration and Version Updates Firewalls serve as the first line of defense against external attacks. We will manage and update the City's firewall configurations to ensure they remain robust and responsive to emerging threats. This includes: Creating and Updating Firewall Rules: We will review and adjust firewall rules to ensure only authorized traffic is allowed through, while blocking known malicious [Ps and suspicious traffic patterns. • Firmware and Security Patch Updates: Firewalls will be updated regularly with the latest security patches and firmware updates to prevent exploitation of vulnerabilities. Advanced Features: Enable deep packet inspection and other advanced firewall features to prevent unauthorized access and protect against sophisticated attacks. By ensuring firewalls are properly configured and updated, we will minimize the risk of external threats infiltrating the City's network. 291Page M LANCESOFT Keeping Servers, Workstations, and Appliances Up -to -Date with Security Patches Keeping systems up-to-date is a critical element of vulnerability management. LanceSoft will: • Automated Patch Management: Implement an automated patch management system to ensure timely updates for all servers, workstations, and network appliances. This will include critical security patches, operating system updates, and application upgrades. Minimizing Disruptions: Non-critical patches will be applied during scheduled maintenance windows to ensure minimal disruption to the City's operations. • Regular Audits: Conduct regular patch audits to ensure that all systems remain fully up- to-date, reducing the potential attack surface. This approach will significantly reduce vulnerabilities and improve the overall security posture of the City's IT infrastructure. Immediate Notification of Suspected Security Breaches In the event of a suspected or confirmed security breach, LanceSoft will immediately notify the City's designated personnel. Our incident response process includes: • Real -Time Alerts: In the case of an intrusion or malware detection, our team will immediately isolate affected systems to prevent further damage. • Detailed Incident Reports: We will provide a comprehensive incident report detailing the nature of the breach, the affected systems, and the steps taken to contain and resolve the issue. • Post -incident Analysis: We will work closely with the City's IT staff to review the breach and implement additional safeguards to prevent future incidents. By maintaining open communication and quick response times, we will help minimize the impact of any security incidents and facilitate rapid recovery. 4.2.5 LanceSoft's Approach for Network Administration and Systems Support At LanceSoft, we believe in delivering solutions that are not only robust but also tailored to meet the specific and evolving needs of our clients. Our approach to network administration and systems support for the City is rooted in ensuring operational excellence, maintaining a high level of security, and providing scalability to support the City's future goals. We leverage industry best practices and cutting-edge technologies to deliver seamless, secure, and resilient IT infrastructure management. Below is a detailed breakdown of our proposed methodology to address the City's network administration and systems support needs comprehensively. 301Page �LANCESOFT' �. LanceSoft's Network Capabilities & Expertise Maintaining All City Network Equipment (Switches, Firewalls, Routers, IP Phones, and Security Devices) At LanceSoft, we understand that the network is the backbone of the City's operations, and any disruption can have significant impacts. To mitigate this, we will ensure that all network equipment, including switches, firewalls, routers, IP phones, and security devices, are maintained to the highest standards of operational efficiency. • Comprehensive Asset Management: We will implement a proactive asset management system, ensuring that all network equipment is regularly inspected, optimized, and updated. This includes performing routine diagnostics on key components to preemptively identify potential issues before they affect performance. • Security Device Management: We will also manage security -critical devices such as firewalls, IDS/IPS, and VPN concentrators. Our team will ensure these devices are constantly updated with the latest threat intelligence and patched regularly to mitigate vulnerabilities. LanceSoft's focus on maintaining device integrity ensures that the City's network remains impervious to external threats. • Preventative Maintenance and Issue Resolution: In addition to scheduled maintenance, our team will be available to respond to hardware failures or performance issues as they arise, ensuring minimal downtime and maximizing service continuity. Every maintenance and repair action will be thoroughly logged, providing transparency and accountability. 311Page F III Data center Services WAN Transformation Services Unified Access Network LAN/DC network,Software Defined WAN Optimization, Application Mobility, Routing & Switching Network (SM),Virtualization, pedcraumce enhancement over Wireless LAN ,IP address Optimization, VPN services, NOC WAN, Smart& reliable Network management, TACACS, . Authentication Services j o to o Communication Link Services ' Unified Communication C wA,wt Ceo.er seimces Link MonRoring,Troubleshooting IP Telephony, Voice,Cloud based,. Voice&Self-Service Portals, Loggers & Link Commissioning, ISP coordination Ccmm,Video Conferencing, Diallers,Cl integrations & Application Communication Gateways Development ,Audio Visual integration LanceSoft's Network Capabilities & Expertise Maintaining All City Network Equipment (Switches, Firewalls, Routers, IP Phones, and Security Devices) At LanceSoft, we understand that the network is the backbone of the City's operations, and any disruption can have significant impacts. To mitigate this, we will ensure that all network equipment, including switches, firewalls, routers, IP phones, and security devices, are maintained to the highest standards of operational efficiency. • Comprehensive Asset Management: We will implement a proactive asset management system, ensuring that all network equipment is regularly inspected, optimized, and updated. This includes performing routine diagnostics on key components to preemptively identify potential issues before they affect performance. • Security Device Management: We will also manage security -critical devices such as firewalls, IDS/IPS, and VPN concentrators. Our team will ensure these devices are constantly updated with the latest threat intelligence and patched regularly to mitigate vulnerabilities. LanceSoft's focus on maintaining device integrity ensures that the City's network remains impervious to external threats. • Preventative Maintenance and Issue Resolution: In addition to scheduled maintenance, our team will be available to respond to hardware failures or performance issues as they arise, ensuring minimal downtime and maximizing service continuity. Every maintenance and repair action will be thoroughly logged, providing transparency and accountability. 311Page M LANCESOFT Managing Backup and Disaster Recovery (BDR) Systems A robust and well -structured disaster recovery (DR) plan is essential to protect the City's critical data and operations from unforeseen incidents. LanceSoft will develop, implement, and manage an all-encompassing backup and disaster recovery (BDR) system designed to secure the City's IT environment against a wide range of risks, from hardware failures to natural disasters. Scheduled Backups: We will conduct regular, automated backups of critical systems such as servers, network configurations, and databases. These backups will be stored both on-site and off-site, employing secure cloud -based storage solutions that guarantee redundancy and protection from localized failures. • Disaster Recovery Drills: Our team will routinely perform disaster recovery drills to test the effectiveness of recovery protocols and the integrity of the backup systems. We will document and refine these processes to ensure swift restoration of services and minimal downtime in the event of a significant failure. • Comprehensive Data Protection: LanceSoft will maintain detailed data retention policies to ensure that critical data is preserved according to legal and regulatory requirements. This will also involve maintaining multiple versions of backups, allowing for point -in -time recoveries in the event of data corruption or cyberattacks. Installation and Maintenance of Networked Devices (Printers, Copiers, Scanners), Group Policy, and Software Updates LanceSoft will manage the entire lifecycle of networked devices such as printers, copiers, and scanners, from installation through ongoing maintenance. Our approach ensures that all devices operate efficiently, adhere to security standards, and seamlessly integrate into the City's network. • Group Policy Management: Through Group Policy Objects (GPOs), we will enforce consistent security policies and user permissions across all networked devices. This ensures that devices function securely and align with the City's operational standards. We will also use GPOs to manage software updates and settings configurations for a streamlined and centralized management approach. Citywide Network Diagram: A critical component of our service will be the maintenance of an up-to-date, detailed citywide network diagram. This diagram will map out all IT infrastructure components, providing a clear and comprehensive view of the City's network architecture. This will be a key tool in facilitating troubleshooting, future upgrades, and audits. • Proactive Device Maintenance: By leveraging device management tools, our team will monitor the health of these networked devices in real-time, enabling us to conduct predictive maintenance and prevent potential failures before they occur. 321Page M LANCESOFT Network and Device Performance Monitoring, Diagnostics, and Optimization Continuous monitoring and optimization are vital for ensuring the City's network performs reliably and efficiently. LanceSoft will employ state-of-the-art tools and technologies to monitor network and device performance, ensuring any potential issues are addressed before they impact the City's operations. Real -Time Monitoring: Using industry-leading tools like SolarWinds, PRTG, and Nagios, we will monitor network performance indicators such as bandwidth usage, latency, device health, and error rates in real-time. This data will allow our team to proactively address performance issues and optimize the network for maximum efficiency. Diagnostics and Troubleshooting: When performance issues arise, our team will utilize advanced diagnostic tools to identify root causes, such as packet loss, device misconfigurations, or hardware malfunctions. Once identified, we will implement targeted solutions to resolve these issues swiftly and prevent them from recurring. • Performance Tuning: We will continuously optimize network configurations and device settings to ensure optimal performance. This may involve tuning bandwidth allocation, reconfiguring network segments, or adjusting device settings to reduce latency and improve throughput. Regular Configuration and Version Updates for Network Devices Maintaining up-to-date firmware and software across all network devices is critical for both security and performance. LanceSoft will implement a structured update and configuration management process to ensure that all network devices are secure, stable, and performing optimally. • Regular Firmware and Software Updates: We will ensure that all network devices receive timely updates, including firmware patches and software upgrades. These updates will be tested in a controlled staging environment before being rolled out to live systems, minimizing the risk of unexpected disruptions. Change Management: Our team will implement a formal change management process that documents all updates and configuration changes. This will include a rollback plan for every change, ensuring that any issues arising from updates can be quickly reversed. • Version Control: All firmware and software versions will be tracked using a configuration management database (CMDB), providing a clear record of the current state of the City's network devices. This ensures quick troubleshooting and adherence to security standards. 331Page LANCESOFT Configuration Management and Record Keeping Accurate configuration management and documentation are essential for troubleshooting, compliance, and future scalability. LanceSoft will establish a comprehensive configuration management database (CMDB) that records all details related to network devices, including configurations, firmware versions, and hardware specifications. • Real -Time Updates: The CMDB will be updated in real-time to reflect any configuration changes or device updates. This ensures that the City always has an accurate and up-to- date record of its IT infrastructure, which will facilitate efficient troubleshooting and planning for future upgrades. • Compliance and Reporting: Accurate configuration records are critical for regulatory compliance and audits. Our record-keeping practices will ensure that the City's network configurations adhere to industry standards and can be easily audited when necessary. • Disaster Recovery Planning: In the event of system failure or data loss, having up-to- date configuration records ensures rapid restoration of services by providing detailed, documented configurations that can be quickly reapplied. Capacity Monitoring and Planning Ensuring that the City's network and systems are capable of handling current and future demand is a key aspect of our support approach. LanceSoft will continuously monitor capacity and provide detailed reports to help the City make informed decisions about infrastructure growth. • Capacity Monitoring Tools: Using advanced capacity monitoring tools, we will track the utilization of network resources, including bandwidth, CPU, memory, and storage. This real-time monitoring will enable us to identify trends and predict potential bottlenecks before they impact performance. • Capacity Planning Reports: We will provide regular reports that analyze current usage and project future needs. These reports will include actionable recommendations for network expansions, hardware upgrades, and load balancing solutions to ensure the City's IT infrastructure continues to meet demand. • Scalability: Our team will work closely with the City to plan for future growth, ensuring that the network infrastructure is scalable and adaptable to changing requirements, such as increased data traffic, new applications, or expanded services. Server OS Configuration and Regular Updates LanceSoft's approach to managing server operating systems is focused on maintaining high availability, security, and performance. We will ensure that all servers are configured according 341Page M LANCESOFT E@�� to best practices and receive timely updates to prevent security vulnerabilities and performance issues. • Automated Patch Management: We will deploy automated patch management systems that ensure critical OS updates are applied in a timely manner, reducing the risk of security breaches or system downtime due to outdated software. • Regular Audits: Our team will conduct regular audits of server configurations to ensure compliance with the City's IT policies and industry standards. This includes verifying security settings, performance optimization, and alignment with best practices. • Secure Configurations: We will configure all servers to meet stringent security guidelines, implementing features such as role -based access control (RBAC), firewalls, and intrusion detection/prevention systems to protect against unauthorized access and cyber threats. Anti-Maiware Management and Threat Protection Protecting the City's IT environment from malware, ransomware, and other cyber threats is a top priority for LanceSoft. We will manage the City's anti-malware software and ensure that all network devices and endpoints are consistently updated with the latest security patches. • Centralized Threat Management: We will use centralized management platforms, such as Microsoft Endpoint Protection or CrowdStrike, to monitor and manage anti-malware software across all devices. This ensures that malware definitions are consistently updated and any detected threats are immediately addressed. • Proactive Threat Hunting: LanceSoft's security team will continuously monitor for emerging threats, utilizing advanced threat intelligence feeds and behavior -based detection tools. This allows us to detect and respond to threats before they can cause significant harm. • Incident Response: In the event of a malware or ransomware incident, our team will implement a rapid incident response plan to isolate affected devices, remove the threat, and restore normal operations. This includes providing detailed post -incident analysis and recommendations for preventing future attacks. LanceSoft's approach to network administration and systems support for the City is designed to ensure the stability, security, and performance of the City's IT infrastructure. Our proactive management, comprehensive maintenance plans, and focus on scalability will provide the City with the reliability and flexibility needed to support its current operations and future growth. By leveraging industry best practices and advanced technologies, LanceSoft guarantees seamless IT service delivery that meets and exceeds the City's expectations. 351Page M LANCESOFT 4.2.6 LanceSoft's Approach for Planning and Project Management At LanceSoft, we understand that effective planning and project management are critical to achieving the City's long-term IT objectives. Our approach centers on providing strategic IT guidance, meticulous project execution, and seamless collaboration to ensure that all initiatives align with the City's evolving operational needs. Our team of experts, including support technicians and IT consultants, will work hand-in-hand with the City's Information Technology Services Manager to deliver a comprehensive, data -driven strategy that ensures success at every stage of the project lifecycle—from initial needs analysis to full-scale implementation. Our methodology is structured to not only meet but exceed the City's expectations by focusing on maximizing the performance, scalability, and security of the City's IT systems. Through a blend of forward -thinking strategies, state-of-the-art technologies, and an unwavering commitment to excellence, we ensure the City's IT infrastructure is robust, future -proof, and capable of supporting all municipal operations. Comprehensive Analysis of Information Systems Needs The first step in our process is a thorough assessment of the City's existing IT infrastructure. This analysis will include a full evaluation of the performance, security, scalability, and operational efficiency of the current systems. We will work closely with City staff to gather detailed input from each department, ensuring that their unique IT challenges and operational requirements are fully considered in our assessment. Key components of our analysis will include: Performance Assessment: We will evaluate the City's systems to identify areas where performance could be enhanced. This includes assessing response times, processing speeds, and system bottlenecks that may be affecting overall productivity. • Security Review: Our team will conduct a thorough audit of the City's cybersecurity measures, identifying vulnerabilities and recommending improvements to safeguard sensitive data and ensure regulatory compliance. Scalability Evaluation: We will examine the City's current systems to determine their ability to support future growth. If the systems are not scalable, we will propose solutions that will allow the City to expand its IT capabilities as needed without compromising performance or security. This detailed analysis will culminate in a set of actionable recommendations, providing the City with clear options for system upgrades, replacements, or new implementations that address identified gaps and inefficiencies. By leveraging the latest technology trends and best practices, we will ensure that our recommendations align with the City's goals for improved performance, reliability, and security. 361Page M LANCESOFT _i Long -Range Information Systems Planning and Forecasting In today's rapidly evolving digital landscape, long-term planning is essential for ensuring the sustainability and adaptability of any IT infrastructure. LanceSoft will work closely with the City to develop a long-range IT roadmap, designed to anticipate future technological needs, emerging trends, and potential risks. Our focus will be on creating a strategic plan that prepares the City for growth, while simultaneously addressing the challenges posed by the evolving nature of technology and regulatory environments. This long-range planning process will include: • Forecasting Technology Trends: We will provide the City with insights into the latest innovations in IT, such as cloud computing, AI -driven technologies, automation, and cybersecurity advancements. This will help the City stay ahead of technology curves and make informed decisions about future investments. • Scalability Planning: Our team will design a plan that allows the City's IT systems to scale as needed, accommodating new users, increasing data storage needs, and evolving operational requirements without overhauling the entire infrastructure. • Risk Mitigation Strategies: We will identify potential risks and develop contingency plans to address them. These risks could include cyber threats, system outages, or regulatory changes. By preparing for these challenges in advance, we can help the City avoid costly disruptions and maintain consistent service delivery. • Regulatory Compliance: LanceSoft will ensure that the City's IT infrastructure remains compliant with all relevant local, state, and federal regulations. This includes keeping pace with changes in data privacy laws, cybersecurity standards, and municipal IT governance. By proactively planning for the City's long-term IT needs, we will help avoid costly, reactive decision-making, ensuring that resources are allocated effectively and that the City's infrastructure remains agile, secure, and adaptable to future demands. Researching and Evaluating Technical Solutions Our approach to researching and evaluating technical solutions is driven by our commitment to providing the City with cutting-edge technology that delivers long-term value. As part of this process, LanceSoft will perform in-depth research on the latest IT solutions available in the market, carefully assessing their suitability for the City's speck needs. Our evaluation process will include: • Compatibility Assessments: We will evaluate how each potential solution integrates with the City's current systems. Ensuring seamless compatibility is essential to avoid disruptions during the implementation phase and to maximize the performance of the new technology. 371Page M LANCESOFT • Cost -Benefit Analysis: We will assess the total cost of ownership for each solution, including initial implementation costs, ongoing maintenance, and long-term savings. This will allow the City to make cost-effective decisions while ensuring high-quality performance. • Technical Proof -of -Concepts (POCs): We will conduct POCs, pilot testing, and demonstrations to ensure that any recommended solutions meet the City's specific performance, security, and operational requirements. • Vendor Evaluation: LanceSoft will evaluate vendors based on their track record, reliability, technical support offerings, and ability to meet the City's service -level expectations. We will recommend vendors that provide long-term partnerships, ensuring continuous innovation and support. Acquiring Competitive Vendor Quotes Once the most appropriate technical solutions have been identified, LanceSoft will take the lead in managing the procurement process, ensuring that the City receives competitive vendor quotes while maintaining transparency and accountability. Our approach to this phase includes: • Sourcing Multiple Quotes: We will reach out to a variety of vendors to obtain multiple quotes, ensuring that the City has a range of competitive options to choose from. • Negotiating Favorable Terms: LanceSoft will handle negotiations with vendors to secure the most favorable terms and pricing for the City. This includes exploring options for discounts, service agreements, and extended warranties. • Comprehensive Quote Comparison: We will compile and present a transparent comparison of vendor quotes, highlighting key differences in cost, performance, and additional features, empowering the City to make an informed, cost-effective decision. Preparing Detailed Project Implementation Plans and Timelines LanceSoft's project management methodology is designed to ensure that all IT initiatives are executed efficiently, on time, and within budget. Each project will be governed by a detailed implementation plan, which will include: • Project Objectives: Clearly defined goals and deliverables for each project, ensuring alignment with the City's overarching IT strategy. • Key Milestones and Phases: Each project will be broken down into key milestones and phases, ensuring that progress is trackable and manageable. 381Page MLANCESOFT Resource Allocation: We will ensure that the necessary resources—both human and technological—are allocated appropriately to meet project demands. Risk Mitigation Plans: LanceSoft will develop contingency plans for potential risks or delays, ensuring that projects remain on track even in the face of unforeseen challenges. Detailed Timelines: We will provide the City with a clear project timeline, ensuring that all stakeholders understand the scope, deadlines, and dependencies, and have a realistic view of the project's duration. Coordinating with City Staff and External Contractors LanceSoft understands that clear communication and collaboration are essential for the success of any IT project. As part of our approach, we will facilitate regular coordination between City staff, external contractors, and other stakeholders to ensure smooth project execution. Regular Status Meetings: We will hold frequent project meetings to keep all parties informed of progress, address any issues, and make necessary adjustments to the project plan. • Centralized Communication: Our team will establish a centralized communication system to ensure that any concerns, updates, or feedback are shared with all stakeholders in real-time. • Cross -Team Collaboration: LanceSoft will serve as a liaison between technical and non- technical teams, ensuring that complex IT requirements are translated into clear, actionable steps for all involved parties. By employing this comprehensive, structured, and data -driven approach, LanceSoft ensures that the City's IT planning and project management processes are not only efficient but also aligned with long-term objectives. Our proven expertise in systems analysis, strategic planning, and project execution will empower the City to successfully implement and sustain its IT initiatives, enhancing overall performance and preparing for the future. 4.2.7 LanceSoft's Approach for Communication and Analysis At LanceSoft, we understand that effective communication and detailed analysis are the cornerstones of delivering exceptional IT services and ensuring successful project management for the City. Our approach is built on establishing clear, consistent communication channels and providing precise, timely information to meet the City's diverse needs. We are committed to fostering collaboration, transparency, and trust through both verbal and written communication while delivering actionable analysis to support critical IT operations and strategic initiatives. 391Page M LANCESOFT Proficient Verbal Communication 4 Our support technicians are highly trained to communicate complex technical concepts in clear, concise, non-technical language that is easily understood by City staff, regardless of their technical background. Whether it's during meetings, one-on-one conversations, or over -the - phone troubleshooting, our team ensures that all stakeholders are fully informed about system status, ongoing issues, proposed solutions, and required steps for resolution. We recognize that real-time, accessible communication is vital to keeping IT services running smoothly and preventing misunderstandings. Regularly scheduled meetings will be held with key City personnel to review ongoing projects, identify potential roadblocks, and ensure that expectations are being met at every stage. This open dialogue fosters a proactive approach to managing IT services and provides a space for collaboration to resolve challenges swiftly. Additionally, our technicians prioritize the use of verbal communication to escalate critical issues when necessary, ensuring timely interventions. By maintaining open lines of communication, we will ensure that all updates regarding project progress, system health, and service requests are conveyed promptly, allowing for swift action and minimal downtime. Effective Written Communication At LanceSoft, we take pride in our commitment to comprehensive and precise written communication. We believe that thorough documentation is essential for transparency and operational efficiency. Every action, from resolving help desk tickets to managing large-scale IT projects, will be clearly documented. Our incident reports, project plans, risk assessments, and technical analyses will be detailed yet concise, ensuring that City personnel can quickly access essential information without sifting through unnecessary details. In the context of ongoing projects, we will provide regular written status reports, offering a clear overview of work completed, upcoming tasks, and any potential risks or delays. These reports will serve as a transparent account of progress, allowing the City to maintain full visibility over the project lifecycle. Help desk tickets, email communications, and service requests will be logged with thorough notes, documenting the time of reporting, steps taken to resolve the issue, and final resolutions. By maintaining detailed records, we ensure a clear trail of accountability for all actions, enabling a well -organized IT environment. Additionally, we will produce technical documentation, such as system configurations, troubleshooting guides, and user manuals, ensuring that the City has a valuable reference for both current operations and future training needs. Timely and Accurate Information Delivery We recognize that in IT operations, timely and accurate information delivery is not just important— it is critical. Delays in communication can lead to downtime, reduced efficiency, or even security risks. To avoid this, LanceSoft prioritizes swift responses to all inquiries, service requests, and 401Page M LANCESOFT critical incidents. Whether the matter concerns an urgent system failure or routine project updates, we are committed to delivering timely, accurate information to keep City personnel well-informed and prepared to act. Our team will use state-of-the-art IT Service Management (ITSM) tools to track communications, log incidents, and monitor responses, ensuring that no request is overlooked and every inquiry is addressed promptly. This system will also allow us to track the resolution of technical issues in real-time, providing both immediate feedback and a historical record for future reference. The emphasis on timeliness ensures that the City's IT systems remain stable, secure, and optimized for continuous performance. Building Strong Communication Rapport with the City Establishing and nurturing strong relationships with City personnel is a key part of LanceSoft's approach. We believe that building a rapport based on trust, mutual respect, and open communication is essential to effective collaboration. Our support technicians will prioritize developing positive working relationships with all City stakeholders, creating an environment where City staff feels comfortable raising concerns, asking questions, and sharing feedback. This rapport will not only facilitate day -today IT operations but also strengthen our ability to work together on long-term strategic planning. By regularly engaging with City personnel, we will be better equipped to anticipate the City's needs, adapt our services as required, and provide proactive recommendations for future IT developments. Our goal is to become a trusted partner in managing the City's IT infrastructure, providing both tactical solutions to immediate challenges and strategic guidance for future technological growth. A Comprehensive and Collaborative Approach Through this multi -faceted approach to communication and analysis, LanceSoft ensures that the City's IT operations are supported by both clear, real-time information and actionable insights. By combining verbal proficiency, comprehensive documentation, and a commitment to timely, accurate delivery of information, we foster strong collaboration with the City. Our approach enables us to proactively identify and mitigate risks, support the City's long-term goals, and deliver a stable, secure IT environment that enhances operational efficiency and promotes technological innovation. 4.2.8 LanceSoft's Proposed Transition Timetable for Full Operation LanceSoft has developed a comprehensive and phased transition plan to ensure a seamless shift to full IT operations and support for the City. The outlined timeline provides a step-by-step framework designed to cover all critical aspects of IT management, from initial onboarding and 411Page MLANCESOFT system audits to full operational integration. However, we recognize that flexibility is key to successfully aligning our services with the City's unique requirements. As such, we would like to emphasize that the timeline provided is tentative and serves as a foundational roadmap. The final timeline will be refined and confirmed during the detailed planning phase of the RFP process, where we will work closely with City personnel to ensure that every milestone and activity aligns with the City's expectations, operational priorities, and any specific constraints or requirements. LanceSoft is committed to adapting this plan to meet the City's needs, ensuring a smooth, efficient transition to full operation with minimal disruption. Our approach will remain highly collaborative, and we will make any necessary adjustments to optimize the transition process and achieve the City's long-term IT goals. 421Page DescriptionActivity During the first week, we will hold a kickoff meeting to introduce key personnel and review the Citys Communication Initial expectations. We will set up communication channels setup, initial Assessment channels, conduct an initial IT systems audit, and systems audit Week 1 and Onboarding review all existing documentation. Staff completed, and introductions will be made, and initial security and documentation network health checks will be performed. review finalized. In week two, we will review and document user Backup and disaster Security access controls, implement security policies (such recovery systems as Group Policy Objects), and begin configuring established, security Administration firewalls. We will evaluate the existing backup policies implemented, Week and Backup system, perform test restores, and establish a and preventive System Setup regular preventive maintenance schedule for maintenance routines critical systems. in place. We will deploy the IT Service Management (ITSM) Help Desk and tool to manage service requests and track Help Desk system incidents. The on-site support technician will begin operational, Monitoring handling daily service requests. Additionally, we will monitoring system in Week 3 System install monitoring tools to enable real-time tracking place, and initial staff Implementation of network and system performance, and we will training completed. start training City staff on relevant technologies. In the fourth week, we will optimize network device Network device configurations to enhance security and optimization IT Infrastructure performance. We will also perform the first quarterly completed, PCI Optimization wireless access point scan for PCI compliance and compliance scans Week 4 ensure that all systems are up-to-date with the performed, and all necessary software patches and updates. systems updated. During week five, we will conduct capacity planning Capacity planning Capacity for network devices, servers, and systems to completed, and Week 5 Planning and identify potential bottlenecks and future scalability 1 updated network 421Page MLANCESOFT Network needs. We will also finalize network diagrams and diagrams and Documentation operational documentation to ensure complete operational visibility into the IT infrastructure. documentation finalized. Firewall and anti - We will address any outstanding technical issues or malware systems fully network problems identified in the previous weeks. operational, initial Troubleshooting In addition, firewall rule configurations, server troubleshooting and Finalization patching, and anti-malware systems will be completed, and Week 6 finalized. We will also initiate regular monitoring monitoring and and maintenance cycles. maintenance cycles initiated. A review meeting will be held with City personnel to evaluate the overall transition progress. Based on Review feedback Review and feedback from this meeting, we will implement any incorporated, and Adjustments necessary adjustments and finalize system final system Week 7 configurations to ensure optimal performance and adjustments made. alignment with City needs. By the eighth week, all IT support services will be fully operational, including Help Desk, network Full operational monitoring, and security administration. We will integration achieved, Full Operation begin generating monthly performance reports and moonthlnthly reporting Week 8 initiated, and final conduct a final transition review with City staff to confirm satisfaction and readiness for ongoing transition review completed. support. s 4.2.9 LanceSoft's related service experience At LanceSoft, we don't just provide IT services; we ignite transformations that reshape the future for both public municipalities and private sector innovators. Our journey is marked by exciting challenges and remarkable successes. Here's a glimpse into some of our standout projects that showcase our expertise, creativity, and dedication to excellence. Texas Community Health Choice: Fortifying Network Resilience Imagine a healthcare system under threat, where data integrity is paramount. That's where we stepped in with Texas Community Health Choice. Over 36 thrilling months, our dynamic team of 15 professionals embarked on a mission to overhaul their IT infrastructure, with a contract valued at approximately $2 million. We didn't just upgrade routers and firewalls; we crafted a fortress around their vital data with a robust backup and disaster recovery system. The stakes were high, but so were our ambitions. Through enhanced security protocols and regular PCI compliance checks, we slashed downtime by an impressive 60%. This transformation 431Page M LANCESOFT empowered Texas Community Health Choice to focus on their true mission—serving the community with renewed confidence. Gwinnett County Government: Revolutionizing Network Stability Our adventure with Gwinnett County Government was nothing short of a revolution. Tasked with a Network Administration and Monitoring Initiative, our dedicated team of 10 embarked on a 36 - month journey worth around $2.5 million. We implemented a cutting-edge real-time monitoring system, turning their network into a resilient backbone of public service delivery. Latency? Not on our watch! We streamlined performance, ensuring that connectivity flowed like a well-oiled machine across all 30 departments. The results were dramatic: a network fortified against cyber threats, empowering Gwinnett County to serve its constituents with confidence and agility. Commonwealth of Massachusetts: Strategic IT Planning for Future Growth In guiding the Commonwealth of Massachusetts, we took on a bold challenge to future -proof their IT landscape. Over a strategic 36 -month engagement valued at $2.1 million, our team of 12 experts meticulously assessed their IT ecosystem, unveiling strengths and opportunities for innovation. The roadmap we developed wasn't just a plan; it was a visionary guide, laying the groundwork for technological growth and scalability. This strategic overhaul positioned the Commonwealth to embrace emerging technologies, ensuring they could efficiently serve citizens for years to come. Connect Homes: Enhancing Innovative Home Design Solutions In a vibrant partnership with Connect Homes, we took a thrilling ride to enhance their IT infrastructure, integral to their groundbreaking approach to home design. Over a 36 -month engagement, valued at $700,000, our team of 8 professionals took the reins, managing everything from desktop support to cloud infrastructure. Our proactive monitoring system acted as a vigilant guardian, ensuring high availability of services. This collaboration allowed Connect Homes to unleash their creativity in revolutionizing home building, seamlessly weaving IT solutions into their innovative vision. Daimler Trucks North America: Optimizing IT for Manufacturing Excellence For Daimler Trucks North America, we became an indispensable partner in their quest for manufacturing excellence. Managing approximately 85% of their IT operations over a 36 -month 441Page MLANCESOFT engagement, valued at $1 million, our dedicated team of 20 focused on network security and strategic planning. We meticulously fortified their network infrastructure, ensuring compliance and safeguarding sensitive data. Our commitment to proactive monitoring meant potential issues were resolved before they became headaches. This collaboration not only optimized DTNA's IT systems for enhanced performance but also positioned them for future growth and innovation in the competitive automotive sector. Through these thrilling narratives, LanceSoft illustrates not only our ability to tackle complex IT challenges but also our passion for delivering transformative results that drive success for our partners. We are excited about the future and the opportunities to continue making a significant impact in the IT landscape. 4.3 Our Commitment to Quality At LanceSoft, our culture places a strong emphasis on quality across all aspects of our services, from initial planning to final execution. This unwavering commitment to quality is evident in our client service standards, which are upheld by our partner and principal -led teams, as well as our industry -focused programs. Ensuring the delivery of high-quality services is a responsibility shared among our professionals in supervisory roles. Our Account Managers/Program Managers oversee areas of higher risk and address any emerging issues, while our Project Managers are tasked with directing client service teams and conducting thorough reviews of work products to uphold quality assurance standards. We prioritize serving our clients to the best of our abilities, adhering to rigorous standards and review processes at every stage of our engagements. 451Page MLANCESOFT 5. STAFFING 5.1 The Right team - LanceSoft's proposed Key Personnels Selecting the right professionals is the most important engagement decision for LanceSoft. We have assembled a talented and specialized team of individuals to serve you, who will deliver the value of their experience and knowledge of state and local governments. Accordingly, our team members provide a strong blend of relevant industry experience, technical proficiency, and understanding of your operations. Our flexibility and scalability allow us to provide a significant talent pool to extract resources, allowing for the appropriate fit per requirements. In the below table we have provided our key personnels proposed for this project: 461Page Qualifications Years of Role Responsibilities Certifications Experience Oversee the overall project execution, ensure timely task completion, coordinate with City 10-12 Project Manager staff and contractors, and provide regular PMP years progress updates. Manage server operations, including patch Microsoft Certified: Systems management, backups, disaster recovery, and Administrator performance monitoring. Maintain server OS Azure Administrator, 6-8 years RHCSA configurations and updates. Maintain network infrastructure (routers, Network switches, firewalls), monitor network CCNA, CompTIA Administrator performance, handle device configuration, and Network+ 6 — 8 years troubleshoot network issues. Administer security policies, manage user Security access, perform security scans, monitor for CompTIA Security+, 8-10 Administrator intrusions, and ensure compliance with CEH years security standards like PCI. Provide frontline support through the Help Help Desk Desk, resolve user issues with desktop HDI Support Center Analyst, ITIL 6 — 8 years Specialist systems, software installations, and hardware Foundation problems, and track resolutions. Backup and Manage backup systems, ensure regular Veeam Certified Recovery backups, perform restores, and test disaster Engineer, CompTIA 6 — 8 years Specialist recovery procedures to safeguard critical data. Cloud+ 461Page M LANCESOFT 5.2 Availability Engagement management and core team members will be dedicated to the "City of Rosemead" and will be made available as needed, contingent on the requirements of the "City of Rosemead" and the active tasks at any given time. These resources will offer comprehensive support across various tasks, enabling us to promptly address any unforeseen challenges that may arise during our collaboration with " City of Rosemead." Resumes of core team engagement members and individuals within our resource pool can be found in the Appendix of this proposal. 6. LANCESOFT'S PROPOSED INNOVATIONS At LanceSoft, we see innovation notjust as a goal, but as a thrilling journey that transforms service delivery into a seamless experience. As we respond to the City's proposal, we are excited to unveil a suite of groundbreaking innovations that we've successfully employed in previous engagements. These innovations are designed to elevate efficiency, maximize cost savings, and ultimately redefine how services are delivered. Let's dive into the transformative approaches that set us apart: Harnessing the Power of Standard Operating Procedures (SOPS) Imagine a well-oiled machine, where every cog turns in perfect harmony—this is what our Standard Operating Procedures (SOPS) achieve. 1. Streamlined Workflows: Our SOPS act as a roadmap for success, guiding every team member through their tasks with clarity and precision. This structure reduces variability, eliminates bottlenecks, and ensures that services are delivered swiftly and efficiently. Think of it as a symphony where every note is played in tune. 2. Quality You Can Count On: With SOPs, we don't just aim for high standards; we hit them consistently. By adhering to defined processes, we minimize errors, maximize quality, and keep costs in check. This means the City can rest easy, knowing that every interaction will meet exceptional standards. 3. Empowering Onboarding: Our SOPs are also invaluable training tools. New employees can ramp up quickly, armed with clear guidelines that empower them to contribute meaningfully from day one. We believe that when ourteams are equipped with knowledge, the sky's the limit. 471Page M LANCESOFT 4 Elevating IT Managed Services with ITIL Standards Our commitment to ITIL (Information Technology Infrastructure Library) standards isn't just a checkbox; it's a philosophy that guides our approach to IT managed services. 1. Proactive Defense: Picture a security system that anticipates threats before they materialize. By implementing ITIL standards, we adopt a proactive stance to incident management, ensuring that potential issues are resolved before they disrupt service. This means less downtime and more time for the City to shine. 2. Crystal -Clear Expectations: We establish robust service level agreements (SLAB) that set clear expectations for service delivery. Our dedication to monitoring performance against these benchmarks guarantees that we meet the City's needs consistently, while continuously seeking opportunities for improvement. 3. A Culture of Innovation: ITIL fosters a mindset of continuous improvement, encouraging us to adapt and evolve with emerging technologies. This ensures that the City benefits from the latest advancements in IT service delivery, keeping you ahead of the curve. Unlocking Insights with Knowledge Repositories Our knowledge repositories are like treasure troves filled with invaluable insights and lessons learned from a wealth of past projects. 1. Rapid Problem -Solving: When challenges arise, our teams can quickly tap into this rich resource of information, accessing troubleshooting guides and best practices that lead to swift resolutions. It's like having a seasoned expert at your fingertips. 2. Innovative Best Practices: By examining our project data, we can pinpoint strategies that have delivered remarkable results in the past. This allows us to infuse fresh, innovative ideas into new projects, ensuring that the City benefits from cutting-edge practices. 3. Ongoing Learning: Our repositories also serve as an ever -evolving training resource, fostering a culture of growth and development among our employees. By keeping our teams up-to-date with the latest industry trends, we ensure they are well-equipped to deliver top-notch service. In essence, our innovative strategies harnessing SOPS, embracing ITIL standards, and unlocking the power of knowledge repositories represent our commitment to not just meet, but exceed the City's expectations. We are excited about the opportunity to partner with the City, leveraging these groundbreaking approaches to create a service delivery model that is efficient, cost-effective, and above all, innovative. 481Page M LANCESOFT 7. PROPOSAL COSTS SHEET AND RATES f a-'fe LanceSoft's fee structure for this engagement is intended to convey our strong interest to work with the "City of Rosemead" in this important role. 7.1 Commercial Terms and Conditions • All prices quoted in US dollars are exclusive of any applicable taxes & duties if any and will be applicable additional at actuals during the time of billing. • Payment Terms: Within 30 days from date of submission of invoice on Pro -rata basis monthly. • Any change in the scope will be charged extra at actuals to City of Rosemead. • If there is any significant variation beyond 10% in the US dollar exchange rate, we shall provide our revised rate. • LanceSoft team will support City of Rosemead with procurement by identifying the right sizing details of the equipment to procure. If LanceSoft need to procure the equipment, we will procure and bill the City of Rosemead. 491Page M LANCESOFT 8. LANCESOFT'S SERVICE LEVEL AGREEMENTS Upon gaining a comprehensive understanding and conducting an in-depth analysis of "City of Rosemead" scope, LanceSoft presents the proposed Service Level Agreement (SLA). These SLAB remain adaptable and can be refined during the project's planning phase to precisely meet "City of Rosemead" specific requirements. LanceSoft SLAs are based on the incident priority (which in turns depends on the severity and impact of any incident). The standard SLA for security monitoring services is defined in the table below: Where - Record SLA: The time when the incident was identified/acknowledged and recorded in the incident management system and appropriate response process started. This measures the time between the alert generation and incident identification. • Response SLA: The time when the incident was assigned to correct incident staff and triage and recommendation were completed and concerned team/user notified. This measures the time between incident identification and solution recommendation and response to the concerned stakeholder. Note - This is our standard Service Level Agreement (SLA), which is customizable to align with the specific needs and preferences of "City of Rosemead" throughout the planning phase. 501Page M LANCESOFT 9. RACI MATRIX Based on LanceSoft's thorough analysis of the scope provided by "City of Rosemead", the following RACI Matrix outlines the tasks and activities to be managed by the proposed LanceSoft resources and "City of Rosemead". These assignments can be adjusted to align precisely with "City of Rosemead" requirements in the planning phase of the project. LanceSoft City of RosemeadActivity Provide technical support for PCs, software installations, R A hardware troubleshooting, and Help Desk services. Handle user -generated trouble tickets and support requests R A through phone, email, and in-person communication. Set up and configure new PCs, including hardware and R A software installations, and perform updates as needed. Regularly review process and security logs, monitor server performance, and perform preventive maintenance on IT R A infrastructure. Perform backups, manage rotations, and ensure successful R A restoration of critical data through regular testing. Manage network user access rights as approved by the City, R A including role -based access control. Enforce global and group security policies and manage R A updates and configurations based on the City's requirements. Perform wireless access point scans for PCI compliance and R A report findings to the City. Maintain all network equipment, including switches, firewalls, R A routers, IP phone systems, and other security devices. Configure and update firewall rules, monitor traffic, and R A maintain security settings as needed. Keep servers, workstations, and network devices up-to-date R A with security patches and software updates. Continuously monitor network device performance, diagnose issues, and optimize configurations to ensure smooth R A operation. Monitor network, server, and device capacity, providing R A recommendations for scaling and future needs. 511Page M LANCESOFT 4 Develop and manage IT project implementation plans and timelines, ensuring coordination with City staff and R A contractors. Assist in long-range IT system forecasting, scalability C A planning, and infrastructure investments. Coordinate IT activities, project implementation, and service management with third -party contractors and internal City R A staff. Research and evaluate new technical solutions that align with the City's objectives for scalability and performance R A improvements. Assist City personnel in acquiring quotes for hardware and software, providing technical input to ensure proper alignment R A with IT requirements. Provide troubleshooting and resolution of network communications problems and system failures, including R A proactive reporting to City staff. Provide clear, consistent communication regarding IT operations, network health, security updates, and Help Desk R A activities to City personnel. Provide training for City personnel on various technologies and IT systems, either on request or as part of a proactive R A support plan. Notify City personnel immediately in case of any suspected or actual security breach, providing relevant incident reports and R A action plans. Maintain up-to-date documentation on all network configurations, IT processes, security policies, and R A operational procedures, sharing with City as needed. R (Responsible): The person responsible for task execution. A (Accountable): The person ultimately accountable for the tasks success. C (Consulted): Individuals or roles to be consulted for input and feedback. I (Informed): Individuals or roles to be kept informed about progress. LanceSoft City of Rosemead 521Page MLANCESOFT 10. APPENDIX 10.1 Proof of Insurance Please find LanceSoft's proof of insurance attached at the end of this response document. 531Page M LANCESOFT 10.2 Resumes Resume 1 — Project Manager (Derek McKenna) Professional Summary Dynamic and results -oriented Project Manager with over 10 years of comprehensive experience in overseeing complex projects from inception to completion. Proven expertise in coordinating with diverse teams, city staff, and contractors to ensure timely execution of project deliverables. Adept at leveraging project management methodologies to optimize processes, enhance communication, and drive project success. Exceptional problem -solving and leadership skills, dedicated to fostering collaborative environments and delivering projects that align with organizational goals. Professional Experience • Lead the execution of multiple projects simultaneously, ensuring adherence to timelines and budgets while meeting quality standards. • Collaborate with city staff and contractors to coordinate project activities, facilitating effective communication and problem resolution. • Provide regular progress updates to stakeholders, highlighting project milestones, challenges, and solutions. • Implement project management best practices and methodologies to enhance efficiency and productivity. • Conduct risk assessments and develop mitigation strategies to address potential project obstacles. • Assisted in the planning and execution of large-scale projects, supporting the project manager in coordinating resources and schedules. • Developed and maintained project documentation, including project plans, status reports, and meeting minutes. • Liaised with contractors and city personnel to ensure alignment on project objectives and timelines. • Facilitated project meetings, fostering collaboration among team members and stakeholders. • Supported project management activities by tracking project timelines, deliverables, and budgets. • Collaborated with cross -functional teams to gather requirements and ensure timely completion of tasks. • Assisted in preparing project proposals and presentations for stakeholders. Technical Skills • Project Management Software: Microsoft Project, Asana, Trello, Jira • Methodologies: Agile, Waterfall, ITIL • Tools: Microsoft Office Suite (Excel, Word, PowerPoint), Smartsheet, Visio • Communication: Excellent verbal and written communication skills • Problem Solving: Strong analytical and critical thinking abilities 541Page MLANCESOFT Certifications • Project Management Professional (PMP) • Certified Scrum Master (CSM) • ITIL Foundation Certification 551Page M LANCESOFT Resume 2 — Systems Administrator (Tiffany Grimes) Professional Summary Results -oriented Systems Administrator with over 7 years of experience in managing server operations, ensuring optimal performance, and enhancing system reliability for diverse organizations. Proficient in patch management, disaster recovery, and performance monitoring, with a strong ability to maintain server OS configurations and updates. Skilled in leveraging cloud technologies and automation to drive efficiency and reduce operational costs. Committed to delivering exceptional service and support, fostering seamless IT environments that enable organizational success. Professional Experience • Manage server operations for a complex IT environment, ensuring 99.9% uptime through effective patch management, backups, and disaster recovery processes. • Perform regular performance monitoring and analysis, implementing necessary adjustments to enhance server performance and efficiency. • Maintain and configure server OS, ensuring compliance with organizational policies and security standards. • Collaborate with cross -functional teams to troubleshoot and resolve server -related issues, providing timely solutions to minimize downtime. • Lead the implementation of a centralized backup solution, improving data recovery times by 30% during disaster recovery scenarios. • Administered a mixed server environment, including both on -premises and cloud -based solutions, optimizing server performance and security. • Conducted routine OS updates and patch management to mitigate security vulnerabilities, achieving compliance with industry standards. • Developed and documented standard operating procedures (SOPs) for server management, streamlining operations and training new team members. • Implemented automation scripts to reduce manual tasks, leading to a 25% increase in operational efficiency. • Supported IT audits and compliance efforts, contributing to a successful completion with no major findings. Technical Skills • Server Management: Windows Server, Linux (RHEL), Active Directory, DHCP, DNS • Cloud Technologies: Microsoft Azure, AWS • Backup iii Recovery Solutions: Veeam, Acronis, Windows Server Backup • Monitoring Tools: Nagios, SolarWinds, Azure Monitor • Scripting Languages: PowerShell, Bash • Networking: TCP/IP, VPNs, Firewalls • Virtualization: VMware, Hyper -V Certifications • Microsoft Certified: Azure Administrator • Red Hat Certified System Administrator (RHCSA) 561Page M LANCESOFT Resume 3 — Network Administrator (Andre Oyissi) Professional Summary Dedicated and skilled Network Administrator with over 7 years of experience in maintaining and optimizing network infrastructures. Proficient in managing routers, switches, and firewalls, with a strong focus on monitoring network performance and troubleshooting complex network issues. Adept at configuring network devices to ensure high availability and security. Committed to leveraging technical expertise to enhance operational efficiency and contribute to organizational goals. Professional Experience • Managed and maintained the company's network infrastructure, ensuring the reliability and performance of routers, switches, and firewalls. • Monitored network performance, identified bottlenecks, and implemented corrective measures to enhance efficiency. • Configured network devices according to industry standards, optimizing device performance and reducing downtime. • Troubleshot network issues effectively, resulting in a 30% reduction in incident resolution time. • Collaborated with cross -functional teams to develop network solutions that met evolving business requirements. • Conducted regular network audits and performance assessments, contributing to proactive capacity planning. • Assisted in the administration of network devices, including routers, switches, and firewalls, supporting daily operations and troubleshooting activities. • Monitored network performance metrics and generated reports for management, facilitating data -driven decision-making. • Performed device configurations and firmware upgrades, ensuring compliance with security policies and best practices. • Supported the implementation of new network technologies and protocols, enhancing overall system performance. • Provided technical support to end-users, resolving network -related issues efficiently and effectively. Technical Skills • Network Infrastructure: Routers, Switches, Firewalls • Networking Protocols: TCP/IP, DNS, DHCP, VLAN • Network Monitoring Tools: Wireshark, SolarWinds, Nagios • Device Configuration: Cisco IOS, Juniper OS • Troubleshooting: Network Performance Analysis, Issue Resolution • Security Standards: Firewall Configuration, VPN, Network Security Certifications • Cisco Certified Network Associate (CCNA) • CompTIA Network+ 571Page MLANCESOFT Resume 4 — Security Administrator (Zachary Eisenmenger) Professional Summary Dedicated and results -driven Security Administrator with over 8 years of experience in administering security policies, managing user access, and ensuring compliance with industry standards, including PCI. Proficient in conducting security scans, monitoring for intrusions, and implementing robust security measures to protect sensitive information. Known for strong analytical skills, attention to detail, and a commitment to maintaining a secure IT environment. Holds CompTIA Security+ and Certified Ethical Hacker (CEH) certifications. Professional Experience • Administer security policies and procedures to ensure the integrity, confidentiality, and availability of information assets. • Manage user access controls and permissions, maintaining up-to-date records and documentation for compliance audits. • Perform regular security scans and assessments to identify vulnerabilities and mitigate potential threats. • Monitor network traffic and system logs for unusual activities, responding promptly to potential intrusions. • Collaborate with IT teams to implement security solutions and best practices in line with organizational goals. • Ensure compliance with security standards, including PCI DSS, through regular audits and risk assessments. • Conducted thorough security assessments and vulnerability scans, generating detailed reports for management. • Assisted in the development and implementation of security policies and training programs for employees. • Monitored and analyzed security alerts and incidents, coordinating response activities to mitigate risks. • Managed firewall and intrusion detection systems, ensuring optimal configuration and performance. • Collaborated with cross -functional teams to ensure security measures were integrated into all IT processes. • Supported the administration of security policies and procedures across the organization. • Assisted in managing user access and identity management systems, ensuring timely updates and reviews. • Participated in regular security audits and compliance checks to ensure adherence to industry standards. • Conducted security awareness training sessions for employees, promoting a culture of security mindfulness. Technical Skills • Security Policy Administration • User Access Management 581Page MLANCESOFT • Security Scanning and Assessment Tools (e.g., Nessus, Qualys) • Intrusion Detection and Prevention Systems (IDPS) • Firewall Configuration and Management • Risk Assessment and Compliance (PCI DSS) • Network Security Protocols (VPN, IPSec, SSL) • Incident Response and Recovery • Security Information and Event Management (SIEM) • Strong understanding of ITIL and ISO 27001 standards Certifications • CompTIA Security+ • Certified Ethical Hacker (CEH) 4 591Page LANCESOFT Resume 5 — Help Desk Specialist (Kevin Flynn) Professional Summary Experienced Help Desk Specialist with over 6 years of expertise in providing frontline technical support, troubleshooting desktop systems, software installations, and resolving hardware issues. Adept at delivering exceptional customer service, managing support tickets, and ensuring timely issue resolution. Skilled in a wide range of IT support technologies, with certifications in HDI Support Center Analyst and ITIL Foundation. Recognized for strong communication, technical knowledge, and problem -solving abilities in high-pressure environments. Professional Experience • Provide frontline technical support to internal and external users, resolving issues related to desktop systems, software applications, and hardware. • Troubleshoot, diagnose, and resolve a variety of technical problems, ensuring minimal disruption to end-users. • Install, configure, and maintain software on user workstations, ensuring proper functionality and user access. • Manage support tickets through the help desk system, tracking all user requests and resolutions to ensure timely completion. • Collaborate with other IT teams to escalate and resolve complex issues, ensuring end-to- end problem management. • Maintain detailed documentation of all support activities, including steps taken to resolve issues and user training provided. • Assisted in resolving technical issues related to desktop systems, printers, and other hardware for over 500 users. • Provided installation and configuration support for software applications, ensuring compliance with company policies. • Worked closely with end-users to identify recurring issues, providing training and documentation to prevent future occurrences. • Implemented hardware upgrades, system maintenance, and patches, reducing the number of support tickets related to performance issues. • Developed and maintained support documentation, including step-by-step guides and FAQs, to assist users in troubleshooting basic problems. • Provided tier -1 technical support for users, addressing common issues such as password resets, software installation, and network connectivity problems. • Assisted with the setup and maintenance of user workstations, ensuring hardware and software configurations met user needs. • Escalated unresolved issues to senior team members, following up with users to ensure timely resolution. • Contributed to maintaining the help desk knowledge base, updating FAQs and solutions for commonly encountered problems. Technical Skills Frontline Technical Support 601Page MLANCESOFT Desktop and Laptop Troubleshooting • Software Installation and Configuration • Hardware Support and Repair (Printers, Peripherals, etc.) • Remote Desktop Support Tools (e.g., TeamViewer, Remote Desktop Protocol) • Ticketing Systems (e.g., ServiceNow, JIRA) • Active Directory and User Account Management • ITIL Best Practices • Incident Management and Resolution • Microsoft Office 365 and Windows OS Support Certifications • HDI Support Center Analyst • ITIL Foundation 611Page LANCESOFT Resume 6 — Backup and Recovery Specialist (Tom Weast) Professional Summary Highly skilled Backup and Recovery Specialist with over 6 years of experience in managing backup systems, performing data restores, and testing disaster recovery procedures. Proven track record of safeguarding critical data and ensuring business continuity through the design and implementation of comprehensive backup and recovery strategies. Proficient in using industry- leading tools such as Veeam and cloud -based solutions. Certified Veeam Certified Engineer (VMCE) and CompTIA Cloud+ professional, with a strong commitment to data protection and recovery optimization. Professional Experience • Manage and maintain enterprise -level backup systems, ensuring the protection and availability of critical business data. • Perform regular backups across various platforms, including physical servers, virtual machines, and cloud -based systems. • Execute data restores in response to requests from internal teams, ensuring minimal downtime and data integrity. • Develop and execute disaster recovery plans, conducting routine testing to ensure business continuity in case of emergencies. • Monitor backup performance, resolve issues, and optimize backup processes to improve efficiency and reduce recovery times. • Ensure compliance with company policies and industry standards for data retention and protection. • Assisted in the design and implementation of disaster recovery and business continuity plans for critical IT systems. • Conducted full-scale disaster recovery tests to validate recovery point objectives (RPO) and recovery time objectives (RTO). • Managed backup schedules and performed data restores for critical business applications, minimizing the impact of system failures. • Collaborated with cross -functional teams to address backup failures and ensure alignment with operational needs. • Generated backup and restore reports to provide insights to management and support ongoing data protection strategies. • Assisted in configuring and maintaining backup systems, ensuring all critical data was captured and stored securely. • Conducted routine checks on backup schedules and resolved any discrepancies or failures in data backup processes. • Performed data restores upon request, ensuring the accuracy and timeliness of recovered data. • Supported senior team members in developing and testing disaster recovery protocols, contributing to improved recovery times. • Maintained accurate records of backup logs and reports to support compliance and audit requirements. 621Page MLANCESOFT Technical Skills • Backup and Recovery Management (Veeam, Veritas, NetBackup) • Disaster Recovery Planning and Testing • Data Restore and Recovery • Cloud Backup Solutions (AWS, Azure) • Virtualization Platforms (VMware, Hyper -V) • Backup Performance Monitoring and Troubleshooting • Storage Management (SAN, NAS) • Data Retention Policies and Compliance • System Monitoring and Alerts (SolarWinds, Nagios) • RTO and RPO Planning and Optimization Certifications • Veeam Certified Engineer (VMCE) • CompTIA Cloud+ 631Page `l.,•I CERTIFICATE OF LIABILITY INSURANCE DATE YYYY) s/23/20z3/zona THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(les) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). PRODUCER Marsh & McLennan Agency LLC 20 North Martingale Road Schaumburg IL 60173 CONTACT NAME: Carson Lamle PHONE FAx IM N 84 463-7131INC No: 847 890-6437 aIL oDRE Carson.Lamie MarshMMA.com INSURERS AFFORDING COVERAGE NAIC# INSURER A: Continental Casualty CO 20443 PHPK2573591003 INSURED LANCING -0i LanrCooperative Way, Suite 130 oft, Inc. 2121 2121 C INSURER 8: Philadelphia Indemnity Insuran 18058 INSURER C : Zurich American Insurance Co 16535 INSURER D: Tokio Marine Specialty Insuran 23850 Herndon VA 20171 INSURER E: Midvale IndemnityCompany 27138 NSURER F: COVERAGES CERTIFICATE NUMBER: 462169068 REVISION NUMBER: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. INSR LTR TYPE OF INSURANCE ADDL SUER POLICY NUMBER POLICY EFF MMIDDIYYYY) POLICYEXP IMWDDfffY1D LIMITS B X COMMERCIAL GENERAL LI ABILITY X -1A PHPK2573591003 7/1/2024 7/1/2025 EACH OCCURRENCE $2,000,000 Al PREMISES E=roej $1,000,000 CLAIMS -MADE OCCUR MED EXP (Any one person) 820,000 X Contractual Uab PERSONAL &ADV INJURY $2,000,000 GEN'L AGGREGATE LIMIT APPLIES PER: GENERAL AGGREGATE $4,000,000 X POUCYEX] PRO- JECT F7 LOC PRODUCTS - COMP/OP AGG $4,000,000 IS OTHER: D AUTOMOBILE LIABILITY PPK2574633001 7/1/2024 7/1/2025 COM BI NED SI NGLE U MIT $5,000,000 Ea accident BODILY INJURY (Per person) $ ANY AUTO IAUTOS OWNED SCHEDULED AUTOS ONLY AUTOS BODILY INJURY (Per acdtlent) $ XI HIRED X NON -OWNED ONLY AUTOS ONLY PROPERTY DAMAGE $ Pera dent 8 B X UMBRELLA UAB X OCCUR PHUB871363003 7/1/2024 7/1/2025 EACH OCCURRENCE $10,000,000 AGGREGATE $10,000,000 EXCESS LAB CLAIMS -MADE DED I X I RETENTION$ nn $ C WORKERS COMPENSATION ANDEMPLOYERS'LIABIUTY YINANVPROPRIETOWPARTNEWEXECUTIVE WC277362303 7/1/2024 7/1/2025 X STATUTE ERH OFFICER/MEMBEREXCLUDED? F_N] NIA E. L. EACH ACCIDENT $1,000,000 E.L. DISEASE -EA EMPLOYEE $1,000,000 (Mandatory in NH) U yes, describe under DESCRIPTION OF OPERATIONS below E. L. DISEASE=POLICYLIMIT $1,000,000 A B E Crime - Third Paurtlyy Professional Liability (E&O) EPU 2087274915 PHPK2573591003 BCP04699601 7/1/2024 7/1/2024 7/1/2024 7/1/2025 7/1/2025 7/1/2025 OWAgg:5,000000 Ded: 50,000 Omrr i 000,000 Agg: 3,000,000 Agg3,00a000 Ded: 50,000 DESCRIPTION OF OPERATIONS I LOCATIONS I VEHICLE$ (ACORD 101, Additional Remarks Schedule, my he attached H more space is required) Proofoflnsurance. Excess Commercial Umbrella - Policy#100042883205 - Effective: 7/1/2024 Expiration: 7/1/2025 - Occurrence: 5,000,000 General Aggregate: 5,000,000 - Insurer affording coverage: Liberty Insurance Underwriters, Inc. The Excess Umbrella sits over the General Liability and Employers Liability. Excess Employment Practices Liability - Policy#SO008EL00025601- Effective: 7/1/2024 Expiration: 7/1/2025 - ($2M Aggregate Limit; $0 Deductible)- Insurer Affording Coverage: Accelerant Specialty Insurance Co. The Excess Employment Practices Liability sits over the Employment Practices Liability Policy. See Attached... CERTIFICATE HOLDER CANCELLATION ©1988-2015 ACORD CORPORATION. All rights reserved. ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. City of Rosemead 8838 E. Valley Boulevard Rosemead CA 91770 AU ORQED REPATNE a,.�jGIr--- ©1988-2015 ACORD CORPORATION. All rights reserved. ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD AGENCY CUSTOMER ID: LANCING -01 LOC #: A oRo® ADDITIONAL REMARKS SCHEDULE Page 1 of 1 AGENCY Marsh & McLennan Agency LLC NAMED INSURED LanceSoft, Inc. 2121 Cooperative Way, Suite 130 Hemdon VA 20171 POLICY NUMBER CARRIER NAIC CODE EFFECTIVE DALE: ADDITIONAL REMARKS THIS ADDITIONAL REMARKS FORM IS A SCHEDULE TO ACORD FORM, FORM NUMBER: 25 FORM TITLE: CERTIFICATE OF LIABILITY INSURANCE Insured owns no Autos. Excess Hired & Non -Owned Automobile - Poll cyJFRTSXS00114- Effective: 7/1/2024 Expiration: 7/1/2025 - $1M Limit- Insurer Affording Coverage: Underwriters xtends at Lloyds of London. Excess Auto policy ecoverage to the Hired & Non -Owned Auto policy. Cyber and Tech E&O (Network Security & Privacy) - Crum & Forster Specialty Insurance Company - 4/10/2024-7/1/2025 - P#TCM103519 - Per Claim/Agg. $5,000,000 RE: All work performed by the Named Insured on behalf of the Certificate Holder. It is agreed that the following are added as Additional Insureds, when required by written contract, on the General Liability on a primary and non-contributory basis with respect to operations performed by the Named Insured in Connection with this project: - City of Rosemead, its officials, employees, agents and volunteers. A Waiver of Subrogation in favor of the Additional Insureds applies to the Worker's Compensation policy only, when required by written contract and where allowed by law. Umbrella Following Form. 30 -Day Notice of Cancellation Applies in Favor of the Certificate Holder on General Liability, Auto Liability and Professional Liability. ACORD 101 (2008/01) © 2008 ACORD CORPORATION. All rights reserved The ACORD name and logo are registered marks of ACORD Attachment K Proposal from Max Power Technology �U MAX f�OWCR ® T-CHNOLOG4� SIONAL ES FOR (LOGY VICES ;emead DUE DATE aL 10:00am )DRESSEDTO: lent Analyst i of Rosemad ey Boulevard ifornia 91770 h ttps://maxpowertechnol ogy.coa September 24, 2024 Amanda Moreno, Senior Management Analyst City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Dear Ms Moreno, Max Power Technology is pleased to submit this proposal to provide comprehensive IT services to the City of Rosemead. With over 17 years of experience in delivering reliable, secure, and scalable IT solutions, we are fully prepared to meet the City's current and future technology needs. Our approach is built on a deep understanding of municipal IT environments, allowing us to enhance service delivery, reduce downtime, and ensure robust cybersecurity protection across the City's infrastructure. Key Features of the Proposal Comprehensive IT Support Max Power Technology will provide the City with full -spectrum IT services, including network administration, security management, desktop support, and help desk operations. Our dedicated on-site technician, combined with remote support, ensures that the City's systems are constantly monitored, maintained, and optimized to prevent any interruptions to daily operations. Proactive Network and Security Management We will implement a proactive approach to network and security management, focusing on real-time monitoring of the City's network infrastructure. This includes maintaining firewalls, routers, switches, and servers, applying regular security patches, and managing backup and disaster recovery systems. By anticipating and resolving potential threats before they impact the City's systems, we ensure that your operations remain secure and uninterrupted. Staff and Constituent Support Our help desk and desktop support services will deliver quick resolution to all IT -related issues, allowing City staff to focus on their work without unnecessary delays. Additionally, our proposed Artificial Intelligence (Al) solution, offers the potential to enhance constituent services by providing rapid, self-service access to information through the City's website. This feature will improve response times to resident inquiries, streamline information access, and alleviate staff workloads. Cost -Effective and Flexible IT Services Max PowerTechnology understands the importance of delivering high-quality services within budget. Our proposal includes fixed and custom pricing that provides complete transparency and predictability for the City's IT expenditures. We also offer flexible, optional services such as after-hours support, and additional department coverage to help ensure that the City's evolving needs are met without exceeding the allocated budget. Strategic IT Planning and Project Management As part of our service delivery, we will work closely with the City's IT leadership to assist in long-term IT planning and project management. Our technicians will help evaluate future IT needs, research new technologies, and implement system upgrades, ensuring that the City's infrastructure remains resilient and scalable. Understanding of the Project The City of Rosemead requires a dependable and innovative IT partner capable of maintaining and improving its IT infrastructure while ensuring minimal disruption to City services. Max PowerTechnology has a deep understanding of Rosemead'sl IT environments and will provide the technical expertise needed to: • Keep the City's network and systems operating smoothly, with real-time monitoring, regular maintenance, and quick resolution of issues. • Secure the City's data and systems through advanced cybersecurity measures, backup management, and disaster recovery planning. • Enhance efficiency and productivity for both City staff and residents by introducing AI -driven solutions and delivering responsive desktop support. • Provide strategic support through long-range planning, system upgrades, and technology consulting to ensure the City's IT infrastructure grows in alignment with its future needs. Max PowerTechnology looks forward to the opportunity to serve the City of Rosemead with reliable, forward -thinking IT solutions that deliver measurable benefits in terms of service quality, cost efficiency, and long-term resilience. JairoTzunun, Chief Executive Officer Max PowerTechnology Email: jairo@maxpowertech.com Phone: (323) 555-1234 TABLE OF CONTENTS 1. Proposal Summary 2. Company Profile 3. Qualifications a. List of Clients 4. Proposed Work S. Staffing Approach to Perorm Scope of Services a. Network Administration and Systems Support b. Desktop Support c. Securty Administration Support 6. Staffing Plan a. Resumes and Bios of Key Personnel Pg. 30 b. Organization Chart 7. Planning and Project Management37 8. Communication and Analysis Support Pg. 40 9. Proposed Innovations 10. Proposed Costs and Rates 11. Terms amd Conditions 12. List of Pending or Previous Litigation = a 48 @MAX POWER ■ TECHNOLOGY Max PowerTechnology LLC has been in business for over 17 years, having been established in 2007. Throughout this time, we have consistently provided a comprehensive range of IT services, including those proposed in this RFP, such as network administration, server management, desktop support, cybersecurity, and strategic IT planning. Our extensive experience in these areas has allowed us to build a strong reputation for reliability and expertise in the IT industry. We currently serve a diverse portfolio of over 50 clients, with approximately 10% of them being in the public sector. Our experience working with municipalities and other government entities has equipped us with a deep understanding of the unique challenges and requirements that public sector clients face. This experience positions us well to meet the specific needs of the City of Rosemead. Our team is comprised of 7 full-time employees and 7 part-time employees, each specializing in different areas of IT. Our workforce includes technical support specialists who handle day-to-day troubleshooting and system maintenance, programmers who develop and maintain software applications, IT consultants who provide strategic guidance and planning, sales support staff who manage client relations and service inquiries, and administrative support personnel who ensure smooth business operations. Max PowerTechnology is well-positioned to provide the City of Rosemead with a long-term, stable service relationship backed by solid financial health and a deep reservoir of expertise. With over 17 years of successful IT service delivery, we have built a financially robust foundation, consistently delivering on large-scale public sector projects while maintaining operational efficiency and fiscal responsibility. Our firm is debt -free, with a strong capital reserve, enabling us to weather market fluctuations and invest in cutting-edge technology solutions tailored to the City's evolving needs. Additionally, Max PowerTechnology has a well-established infrastructure and a highly skilled team, as evidenced in the following qualification section, which will help ensure that we have the capacity and resources to handle the City's IT requirements both today and as its needs grow in the future. This financial stability, combined with our commitment to innovation and customer service, ensures that we can offer the City a long-term partnership that prioritizes both reliability and continual growth COMPANY PROFILE Currently, Max Power Technology is providing IT services to the City of Rosemead, and we are proud of the role we've played in enhancing the City's IT infrastructure. Since December 2019, we have been managing several critical areas of the City's IT operations, including network security, server management, and end-user support. Our team's familiarity with Rosemead's IT environment allows us to provide targeted improvements to ensure the City's systems are both robust and future -proof. Current Services Provided to the City of Rosemead Since taking on the IT support role for the City of Rosemead, Max Power Technology has spearhaded the following key projects: • Firewall replacement - Replacement of an outdated firewall reducing the risk of data breaches and ensuring continuous business operations. • Network infrastructure upgrade including network switches, wireless access points, and WAN devices. This upgrade was vital for maintaining security, improving performance, and ensuring scalability, all of which contributed to a more efficient and future -proof IT environment. • Server hardware replacement and OS upgrade: Replaced aging server equipment and consolidated virtual servers to allow more efficient operations, improve security and reliability, and reduce downtown due to the likelihood of hardware failures. • Upgrade of VoIP phone system with more modern equipment to improve communication capabilities. • Implementation of a cybersecurity training program to improve employee awareness. • Video surveillance and access control system upgrades to improve physical security. COMPANY PROFILE Expansion of Services and Long -Term Commitment Building on our current partnership, Max Power Technology is well-positioned to expand our services and provide even greater value to the City of Rosemead. Our familiarity with the City's infrastructure allows us to seamlessly integrate new technologies and support long-term projects such as: • Cloud Migration: Transitioning critical applications and data to the cloud for enhanced scalability, security, and cost-effectiveness. • Advanced Security Framework: Implementing next -generation cybersecurity solutions, including AI -powered threat detection, multi -factor authentication, and advanced encryption techniques to further secure Rosemead's IT environment. • ITTraining Programs: Offering comprehensive employee training on IT best practices, cybersecurity awareness, and the use of new systems to maximize the City's investment in technology. Financial Stability and Capacity Max Power Technology is financially stable, with consistent revenue growth from long-term contracts with government agencies and private sector clients. We have the capacity and resources to expand our services in Rosemead as needed, ensuring that the City's IT operations remain efficient, secure, and adaptable to future growth. In our commitment to maintaining a high standard of service, any subcontractors we engage will undergo thorough evaluation and will be required to adhere to the same performance and legal standards that have made Max Power Technology a trusted partner. We are excited to continue and expand our partnership with the City of Rosemead, providing reliable, innovative, and scalable IT solutions that meet the City's immediate needs and future growth objectives. 03 U - powcR �LOG4� QUALIFICATIONS CASE STUDIES https.Ilmaxpowertechnology.com/ QUALIFICATIONS - Case Studies Enhanced IT support model at a major university to ensure that they had N adequate staffing. Max Power Technology proposed a plan that allowed v the university to always have support staff at any required moment. We were able to create an agreement that not only saved funding for the y university but also improved the support levels and customer satisfaction. '^ Max Power Technology supports all user devices, computer labs, network a� hardware, and applications. By training multiple staff, we ensure that mregardless of the situation, the Max Power Team members are always available to assist. All team members have passed DOJ background checks. The resulting program was so successful that they recently renewed our contract. © Analyzed, recommended, redesigned and implemented a replacement support model for one of the largest school districts in the country p� with an 8 Billion dollar operating budget, over one million stakeholders and 950 sites scattered across 720 square miles. The previous support model had no data tracking or Key Performance Indicator targets which L prevented major analytical components to be tracked for efficiency. The 7 client's IT staff and their support models lacked system structures that resulted in a non customer centric support model. L The resulting new structure improved the effectiveness of the system and CL increased end user service level efficiencies. Through the implementation = of the support model, the average time to resolution for a systems issue was decreased from ten days to under three days. H FO5 QUALIFICATIONS - Case Studies A large school district with over 70,000 employees, 950 locations servicing over 660,000 students required a centralized secure mobile E device management solution that warranted minimal interaction from rn end users. Not only would the mobile device management solution have c to be granular enough to ensure security, but it would also need the a ability to scale to support approximately 500,000 mobile devices consisting of Windows, Chromebooks, iPads, Mac computers, and a Android devices. v GThe team evaluated and developed considerations for the engagement y of various MDM companies and assessed multiple products to determine capabilities and limitations of the mobile device management solutions. o By modifying existing protocols, we were in charge with establishing corporate policies related to mobile device use. After evaluating various proposals and performing proofs of concept (POC), a solution was approved. Once the initial configuration and installation was completed, our team provided training pertaining to device management and deployment workflow before turning over management of the solution to local administrators. The main goal of providing seamless integration of device management, centralized control, and device security with minimal end-user interaction was met. Support staff's ability to monitor and manage devices remotely significantly reduced support calls while dramatically increasing device security. All timelines and milestones were met and the project stayed within budget. 3 Developed and implemented a ransomware mitigation plan for a large entertainment company with a diverse environment that included R approximately 500 servers and 1000 workstation endpoint devices. a Our team was responsible for assessing the organization's current security 0 0 posture and readiness to respond and mitigate a ransomware attack. We evaluated the current ransomware threats targeting the entertainment industry and analyzed the malware behavior. Leveraging the specific ransomware threat and having an understanding of the organization's current security posture, we proceeded to develop a ransomware mitigation plan that addressed the gaps previously identified. The scope 'v of the work included, but was not limited to, restricting access across E systems and user access permissions; ensuring backups were N implemented and working as expected; protecting endpoints and servers r- with antivirus software and establishing adequate patching schedules; rx and implementing network segmentation to detect and mitigate attacks. All timelines and milestones were met and the project stayed within budget. 0 CLIENTS SERVED DURING THE LAST 5 YEARS Compainv Name Address Phone No. Contact Person Email Address City of Rosemead 8838 E. Valley Blvd. (626) 569-2169 Ben Kim - City bkim@cityofrosemead.org Rosemead, CA 91770 675 North Randolph St- , (917) 902.6210 Manager Christina Alfonso— Christina@christinaalfonso.com Defense Advanced Arlington, VA 22203 - Strategic Advisor Research Projects Agency FCA USA LLC. 16776 Bernardo Center (858) 354-006qR oger Zakharia - rogerz@faus.org Dr. Suite 203.26, EO San Diego, CA 92128 Corral Consulting 1125E Broadway 8258,I (213) 840 - 8568 Glendale, CA 91205 Petsadena 959 S. Raymond Ave. (626) 441.1137 Animal Hospital Pasadena, CA 91105 Dr. Amy Bandy 320 Superior Ave #170,1(949) 574-0574 DO, FACS Newport CA 92663 Cabrillo 2241 Wankel Way Cardiology Suite C Oxnard, CA 93030 Chuy and Sons 569 Constitution Ave, Labor, Inc. Suite G Camarillo, CA 93012 Richard Corral, rlchard@corralconsuldng.com CEO Lilliana Mercado - Imereado@petsadena.com Manager Aimee Miller - Manager (805) 983-0922 Krlstie Boschee - Administrator d ra mybandy @gmali.com kcabrillo@gmail.com (805)486.4300 MaribelAguilera— 1 maguilera@chuyandsons.eom Manager Quirk Law Firm 877 South Victoria Ave. (805) 650.7778 LLP I Ventura, CA, 93003 Atmospheric 2225 Sperry Avenue, (805)650.1642 Analysis and Ventura, CA 93003 Consulting Inc. Stainless Process 1650 Beacon Place, (805) 483.7100 Systems Oxnard, CA, 93033 Aletheia Gooden - asg@glflaw.com Partner Sucha Parmar ssparmar@aaciab.com Ph.D. Tech Director I Brandon Hyman, I brandon.hyman@stainlessprocess.net CEO UCLA Anders on 110 Westwood Plaza, (310) 206.2957 Atsuro Kagawa IT atsuro.kogawa@onderson.ucla.edu School of Los Angeles, CA 90095 Service Desk Business Manager �QK IoM(HQ rnOPOSED WORK PLAN https.Ilmaxpowertechnology.com/ PROPOSED WORK PLAN Comprehensive Service Plan for the City of Rosemead Max Power Technology's proposed service plan is designed to fully meet the City of Rosemead's IT objectives by delivering seamless, secure, and efficient support across all aspects of the City's IT infrastructure. We understand that the City requires a dependable IT partner capable of maintaining operations, securing sensitive data, and improving the efficiency of both staff and public services. Our team is fully prepared to provide the technical expertise, responsive support, and innovative solutions necessary to address the City's unique IT requirements. Understanding of the City's Objectives and Requirements The City of Rosemead needs comprehensive IT management services that ensure the reliable performance of its network, servers, and desktop environments. Additionally, the City requires robust cybersecurity measures, a structured backup and disaster recovery plan, and responsive help desk support to address day-to-day technical issues. Max Power Technology's work plan will address these needs by offering proactive monitoring, real-time troubleshooting, and strategic IT planning. Furthermore, our team will assist in long-term technology forecasting and help the City make informed decisions about future infrastructure upgrades and expansions. Proposed Approach to Service Delivery Max Power Technology's approach centers around proactive management and real-time support. Our service model is based on preventing issues before they arise, optimizing system performance, and minimizing downtime. The following is a detailed outline of the services we will provide: 1. Dedicated On -Site Support Technician We will assign a highly skilled on-site support technician who will work according to the City's 4-10 schedule (Monday Thursday, 7:00 AM to 6:00 PM). This technician will be responsible for all day-to-day IT operations, including desktop support, network management, system troubleshooting, and routine maintenance. On designated Fridays or after-hours, the technician will be available for scheduled system upgrades, server maintenance, and other planned activities that require downtime. Additionally, our technician will be on standby for urgent after-hours support if required. PROPOSED WORK PLAN 2. Network and Security Management Max Power Technology will handle the management of the City's network infrastructure, including routers, firewalls, switches, and wireless access points. Our team will also provide continuous cybersecurity monitoring, ensuring that firewalls are properly configured, security patches are regularly applied, and any unusual network activity is quickly identified and mitigated. Real-time threat detection and intrusion prevention will be implemented to protect the City's data from external threats. 3. Backup and Disaster Recovery Ensuring the integrity and availability of the City's data is one of our top priorities. We will manage the City's backup systems and disaster recovery processes, performing regular backups and monitoring the success of each operation. In the event of an emergency or system failure, we will execute disaster recovery procedures to restore critical systems and minimize data loss. Our goal is to ensure that the City's operations can continue without significant disruption, even in the face of unexpected events. 4. Help Desk and Remote Support Max Power Technology will provide help desk services for City staff, responding to IT issues reported in person, via phone, or through email. Our support team will ensure that technical problems are resolved quickly and efficiently, and we will keep detailed records of all service requests to identify recurring issues that may require broader solutions. Remote support will be available during and after business hours, with an emergency hotline providing access to technicians in the event of critical issues that occur outside of normal working hours. S. AI -Powered Solution As part of our commitment to innovation, we propose the implementation of an artificial intelligence -powered tool designed to enhance information access for both staff and constituents. We are partnering to bring this solution to the city fully custom to City's needs. By integrating our Al powered solution into the City's systems, we will enable faster, more accurate responses to public inquiries, allowing residents to access information such as building codes, permits, and city services without the need to interact directly with staff. This innovation will streamline information sharing, reduce the burden on City personnel, and improve overall public service. CAPABILITY TO DELIVER ON WORK PLAN Past Performance with the City of Rosemead (2021-2023) Max Power Technology's approach to IT service delivery for the City of Rosemead is built on a strong understanding of the City's operational needs and long-term objectives. Between 2021 and 2023, our team successfully completed several key projects designed to modernize and enhance the City's IT infrastructure. These efforts reflect our ability to provide targeted solutions that improve security, efficiency, and scalability, ensuring that the City's technology environment remains future -proof and capable of supporting growth. One of the primary focuses during this period was the strengthening of network security. By addressing vulnerabilities within the City's network infrastructure, we helped ensure the continuity of operations while mitigating the risk of data breaches and cyber threats.These efforts were essential in creating a secure foundation for the City's digital assets. Additionally, significant upgrades were made to the City's network infrastructure. These improvements were aimed at boosting performance, enhancing connectivity, and laying the groundwork for future scalability. By optimizing network components, we ensured that the City could meet both current and future demands with greater efficiency. To further support the City's objectives, we modernized server hardware and operating systems, improving the reliability and security of the City's IT systems. These enhancements minimized downtime and reduced the likelihood of technical failures, ultimately contributing to more stable operations across City departments. Recognizing the importance of effective communication within the City, we also upgraded the VoIP phone system to improve internal and external communication capabilities. This upgrade allowed for clearer, more reliable communication across departments, supporting the City's commitment to operational efficiency In addition to technical improvements, Max Power Technology implemented a cybersecurity training program to increase employee awareness around emerging threats. This program reinforced the importance of proactive security measures and equipped City staff with the knowledge to mitigate risks associated with day-to-day operations. Lastly, physical security upgrades were also a priority, with improvements made to video surveillance and access control systems. These upgrades strengthened the City's ability to monitor and control access to its facilities, ensuring the safety of both personnel and assets. ���aao�oc STAFFING APPROACH TO PERFORM SCOPE OF SERVICES https.,Ilmoxpowertechnology.com/ NETWORK ADMINISTRATION AND SYSTEMS SUPPORT Overview Max Power Technology's network administration and systems support services are designed to ensure that the City of Rosemead's network operates seamlessly, with minimal downtime, and that any issues are addressed promptly and effectively. Our technicians will provide the technical expertise required to maintain a stable, efficient, and secure IT environment for the City. We understand that the demands of managing the City's network require both routine maintenance and the ability to respond quickly to unforeseen issues, which is why our approach is both proactive and flexible. Network Equipment Maintenance We will work in collaboration with TPX for the ongoing maintenance of all City network equipment, including switches, firewalls, routers, and the IP phone system. These systems are critical to the day-to-day operations of the City, and their reliability is essential to maintaining smooth operations across all departments. Our support team will monitor these devices to ensure they are functioning optimally, addressing any performance issues as they arise. Routine maintenance, including version updates and firmware patches, will be scheduled during designated downtime windows, such as on Fridays when City Hall is closed, to minimize disruptions to City services. In addition to the core network devices, Max PowerTechnology will ensure the proper operation and security of other critical security devices within the network. This includes ensuring that firewalls are configured correctly, monitoring for any signs of intrusion or attack, and implementing appropriate countermeasures to protect the City's data and IT resources. Backup and Disaster Recovery Systems One of our highest priorities is maintaining the integrity of the City's data through comprehensive backup and disaster recovery systems. we will manage the backup of all City data, ensuring that backups are conducted regularly and that they are securely stored. We will also perform routine tests of the disaster recovery system to confirm that data can be restored quickly and reliably in the event of a failure or incident. Our disaster recovery plans will be tailored to the specific needs of the City, ensuring that critical systems can be brought back online with minimal downtime. NETWORK ADMINISTRATION AND SYSTEMS SUPPORT Peripheral Devices and Software Maintenance Max PowerTechnology will also manage the installation and maintenance of printers, copiers, scanners, and other peripheral devices throughout the City.This includes setting up new devices, troubleshooting issues, and ensuring that devices are integrated into the City's network efficiently. In addition, we will maintain group policy settings, keeping them aligned with the City's operational needs, and ensure that software updates are applied as necessary. A comprehensive citywide network diagram will be maintained and regularly updated to provide a clear overview of the City's IT infrastructure. Network Performance Monitoring and Diagnostics To ensure optimal performance, Max PowerTechnology will conduct continuous network and network device performance monitoring. We will monitor key metrics such as bandwidth usage, latency, and device performance to identify any issues that could impact network efficiency. Through diagnostics and tuning, we will proactively address performance bottlenecks before they affect City operations. This will also include monitoring server capacity to ensure that the City's systems are not overtaxed and can handle the expected workload. In addition to real-time performance monitoring, we will perform regular network and device configuration reviews. This ensures that the configurations are up-to-date and in line with both security best practices and the City's operational requirements. Our team will manage all configuration records, providing an audit trail of changes and updates to ensure transparency and accountability. Server and Software Maintenance Maintaining the server operating systems is critical to ensuring the stability and security of the City's IT infrastructure. Max PowerTechnology will be responsible for applying OS configuration changes and version updates to ensure the latest security patches are in place. We will also manage anti-malware software across all City devices, ensuring that the software is up-to-date and that the network is protected against emerging threats. By maintaining strong security protocols across all servers and endpoints, we will minimize the risk of malware infections and ensure the integrity of the City's systems. NETWORK ADMINISTRATION AND SYSTEMS SUPPORT Coordination with Other City Service Providers Max PowerTechnology understands that the City of Rosemead relies on multiple service providers for its operations, and we are committed to working in coordination with other City contractors and departments. Whether the issue is related to software integration, network performance, or service disruptions, our technicians will collaborate closely with other vendors and City personnel to ensure that all systems work seamlessly together. This cooperation is essential for maintaining the overall functionality of the City's IT environment. Troubleshooting and Problem Resolution One of the core aspects of network administration is the troubleshooting and resolution of network communication problems. Max PowerTechnology will provide fast and effective responses to any network issues reported through the IT Help Desk or identified by our technicians during routine monitoring. Our team is trained to diagnose and resolve issues ranging from connectivity problems to hardware malfunctions, ensuring minimal downtime for City staff. We understand the importance of maintaining a reliable network, and our focus is on resolving issues swiftly so that City services can continue without disruption. Conclusion Max Power Technology's approach to network administration and systems support is comprehensive and proactive, ensuring that the City's IT infrastructure remains efficient, secure, and adaptable to future growth. By managing all aspects of the network, from performance monitoring to disaster recovery, we will provide the technical expertise needed to support the City of Rosemead's mission -critical operations. Our commitment to flexibility, collaboration, and responsive problem -solving makes Max PowerTechnology the ideal partner for the City's IT needs. Ll DESKTOP SUPPORT - COMPREHENSIVE SERVICE DELIVERY Max Power Technology's desktop support services for the City of Rosemead will be delivered by highly trained, professional technicians who are dedicated to resolving client/caller-generated trouble calls efficiently and effectively. The support technicians will handle day-to-day IT challenges, while also assisting with more complex tasks such as hardware and software installations, troubleshooting, and inventory management. Our approach is to ensure that users receive fast, reliable support to minimize disruptions to their work while maintaining the City's IT infrastructure in optimal condition. Help Desk Support for Problem Resolution One of the core responsibilities of our IT Support Analysts will be to provide prompt and effective Help Desk support. Whether issues are reported in-person, via telephone, or by email, our technicians are trained to respond swiftly and professionally. We understand that downtime can negatively impact City operations, so we emphasize speedy diagnosis and resolution of all issues. Our Help Desk will cover a wide range of tasks, including: • Resolving technical issues with desktops, laptops, printers, and other peripherals. • Installing, upgrading, and troubleshooting both operating systems and application software. • Handling requests for new hardware or software installations. • Ensuring that software and firmware are kept up-to-date, maintaining compatibility and security across all devices. • By leveraging our expertise, Max Power Technology will ensure that all City staff are equipped with the tools they need to perform their duties effectively, without being hindered by IT problems. Timely Response and Prioritization Our technicians are trained to respond to support requests according to pre -established priority levels. This structured approach ensures that critical issues receive immediate attention while routine or low -priority tasks are handled promptly. For example, if a server or network issue affects a large number of users, it will be escalated and addressed before minor software upgrades on individual machines. DESKTOP SUPPORT - COMPREHENSIVE SERVICE DELIVERY Each incoming support request is categorized and prioritized as follows: • Priority 1 (Critical): System -wide outages, major security breaches, or network failures affecting multiple users or departments. • Priority 2 (High): Individual hardware failures, issues with City Council meeting systems, or significant software malfunctions that prevent users from performing critical tasks. • Priority 3 (Moderate): Non -urgent software installations or upgrades, printer troubleshooting, or user -specific hardware issues that do not prevent the performance of essential tasks. • Priority 4 (Low): Routine software updates, non-critical user requests, or low -impact troubleshooting. This tiered system enables us to manage workload effectively while ensuring critical issues are resolved without delay. User -Friendly Communication Effective communication is essential in technical support, particularly when interacting with non-technical users. Our technicians are not only experts in IT systems but are also skilled at communicating in a clear, non-technical manner. When resolving issues, technicians will: Provide step-by-step guidance to users on how to resolve common issues themselves, when appropriate, empowering City staff to handle minor problems independently in the future. Explain technical concepts and solutions in plain language, ensuring users understand the cause of the issue and how it was resolved, avoiding unnecessary confusion or frustration. Offer proactive advice on how to avoid similar issues in the future, particularly when it comes to cybersecurity threats like phishing or malware. By maintaining an open and user-friendly line of communication, Max Power Technology ensures that every City staff member feels supported, informed, and confident in their interactions with our IT team. DESKTOP SUPPORT COMPREHENSIVE SERVICE DELIVERY Tracking and Reporting To ensure accountability and transparency, our technicians will utilize a comprehensive ticketing system to track all incoming Help Desk requests. This system allows us to: • Monitor the status of each request from the moment it is submitted until the issue is fully resolved, ensuring no request falls through the cracks. • Generate monthly reports detailing Help Desk activity, which will be shared with the City's IT overseer. These reports will provide insights into common issues, response times, resolution rates, and areas for improvement. • Identify patterns or recurring issues that may signal a need for broader systemic upgrades or additional user training. • By tracking and analyzing Help Desk activity, Max Power Technology can continuously improve service delivery, ensuring the City's IT environment remains efficient and reliable. Hardware and Software Support Beyond troubleshooting and resolving technical issues, Max Power Technology technicians will play a critical role in assisting City personnel with hardware and software purchases. We will provide expert recommendations based on the City's needs, ensuring compatibility with existing systems and future scalability. This includes: Advising on hardware procurement for new PCs, printers, servers, or specialized equipment, ensuring that all purchases align with the City's technology strategy. Managing warranties and handling all technical support inquiries related to hardware or software purchased for City operations, reducing administrative burden on City staff. Whether it involves upgrading desktops, installing new software, or assisting with procurement, our technicians will ensure that the City's technology infrastructure is up-to-date, fully operational, and designed to support long-term goals. Conclusion Max Power Technology's desktop support services are designed to ensure a responsive, efficient, and user-friendly experience for the City of Rosemead. By offering a comprehensive approach to IT troubleshooting, installations, and ongoing technical support, we will keep City systems running smoothly and provide City staff with the tools and knowledge they need to perform their roles effectively. Our combination of technical expertise, proactive problem -solving, and clear communication will make Max Power Technology a trusted and valuable partner in managing the City's IT infrastructure. SECURITY ADMINISTRATION SUPPORT Overview Max PowerTechnology is committed to maintaining the highest level of security administration for the City of Rosemead's network and IT resources, in strict adherence to both industry best practices and the City's own policies. Our security administration support is designed to ensure that the City's network remains resilient against evolving cyber threats, while also providing continuous monitoring and rapid response to any potential breaches. Administration of Network User Access Rights One of the fundamental aspects of security administration is managing user access rights. Max PowerTechnology will work closely with City leadership to ensure that all access rights are configured in alignment with City policy. Our technicians will handle the creation, modification, and removal of user accounts in accordance with approval from the City. By controlling access based on job roles and responsibilities, we will ensure that only authorized personnel have access to sensitive systems and data, thereby minimizing the risk of internal security threats. This role -based access control will be reviewed regularly to ensure compliance with the City's evolving organizational structure. Administration of Global and Group Security Policies In addition to managing individual user access, Max PowerTechnology will oversee the administration of global and group security policies. Working in conjunction with City leadership, we will implement and enforce policies that protect the network on a broader scale, such as password complexity requirements, session timeouts, and restrictions on unauthorized devices. These policies will be adjusted as needed to respond to new security challenges and to maintain compliance with industry standards. Our team will ensure that these policies are applied consistently across all user groups and systems to maintain uniform protection throughout the City's IT environment. Wireless Access Point Scans for PCI Compliance Maintaining compliance with regulatory requirements is a key part of security administration. Max PowerTechnology will conduct scans of wireless access points to ensure that the City's network complies with the Payment Card Industry Data Security Standards (PCI DSS). These scans will help identify any unauthorized or rogue access points that could compromise the security of the network. Our team will document all findings and take immediate corrective actions if vulnerabilities are identified, ensuring that the City maintains its PCI compliance and protects its financial transactions from potential breaches. 0 SECURITY ADMINISTRATION SUPPORT Network, Device, and System Security Administration Max PowerTechnology will provide comprehensive network, device, and system security administration, ensuring that all elements of the City's IT infrastructure are protected.This includes maintaining detailed records of all security configurations, documenting changes to security settings, and regularly reviewing network architecture for vulnerabilities. By keeping a meticulous log of all activities and configurations, we will provide a clear audit trail that can be referenced for both internal and external security reviews. This thorough approach will ensure that the City's network remains secure from both external and internal threats. Monitoring for Intrusion Attempts and Threats Continuous monitoring for intrusion attempts, attacks, viruses, and other cyber threats is critical to maintaining a secure network. Max PowerTechnology will implement real-time monitoring systems that detect suspicious activities, such as unauthorized access attempts, malware infections, and abnormal network traffic patterns. Our security specialists will respond to these alerts by conducting thorough investigations to determine the nature of the threat and implementing countermeasures to neutralize it. We will also provide regular updates to City personnel on the state of the network's security, ensuring that they are kept informed of any emerging risks or ongoing incidents. Firewall Configuration and Maintenance Effective firewall configuration is one of the first lines of defense against external attacks. Max PowerTechnology will ensure that the City's firewalls are properly configured to block unauthorized access, prevent data breaches, and restrict traffic to approved IP addresses and ports. We will also manage firewall version updates and patches, ensuring that the latest security protocols are in place. Regular reviews of firewall rules will be conducted to confirm that they are aligned with the City's security policies and operational needs, and adjustments will be made as necessary to address new threats or changing conditions. SECURITY ADMINISTRATION SUPPORT Security Patching for Servers, Workstations, and Appliances Keeping servers, workstations, and network appliances up to date with security patches is essential to mitigating vulnerabilities that could be exploited by cybercriminals. Max Power Technology will maintain a strict schedule for applying patches and updates to all systems within the City's IT infrastructure. Our team will monitor the release of critical updates from software and hardware vendors, testing them for compatibility before deploying them across the network. By staying ahead of emerging threats and ensuring that all systems are protected with the latest security measures, we will help safeguard the City's IT environment from known vulnerabilities. Immediate Notification of Security Breaches In the event of a suspected security breach, Max PowerTechnology will immediately notify designated City personnel, following an established incident response protocol. We will provide detailed information about the nature of the breach, the systems affected, and the immediate steps being taken to contain and resolve the issue. Our goal is to minimize any potential damage to the City's systems while maintaining open communication to ensure that all stakeholders are informed and involved in the response effort. In addition, we will conduct a post -incident review to identify root causes and implement preventive measures to reduce the likelihood of future breaches. Conclusion Through a combination of proactive monitoring, meticulous administration of security policies, and real-time threat detection, Max PowerTechnology will maintain the integrity of the City of Rosemead's IT infrastructure. By adhering to industry best practices and maintaining close collaboration with City personnel, we will ensure that the City's network and IT resources are protected against both current and emerging security threats. Pon, JNOLOG4� STAFFING PLAN https.-Ilmaxpowertechnology.com/ PHASE 1 - ESTABLISH IT OPERATIONS Establishing Core IT Operations In the initial phase of the contract, Max PowerTechnology will focus on establishing a stable and efficient IT environment for the City of Rosemead, ensuring a smooth transition into full service. This phase is dedicated to meeting the immediate operational needs of the City while laying the groundwork for long-term success. Under the direction of the City Manager and Assistant City Manager, Max Power Technology will be responsible for all facets of IT operations, ensuring continuity, security, and efficiency. . On -Site Full -Time IT Support Analyst One of the most critical components of our staffing plan is the deployment of a dedicated on-site full-time IT Support Analyst.This individual will be on-site from Monday through Thursday, working in accordance with the City's 4-10 schedule (7:00 a.m. to 6:00 p.m. with a one-hour lunch break). The technician will be responsible for managing the City's IT infrastructure, addressing day-to-day technical issues, and ensuring all systems are functioning optimally. Periodically, the IT Support Analyst will work on Fridays to perform routine server maintenance, scheduled upgrades, or downtime -sensitive projects. This flexibility ensures minimal disruption to City operations. Backup Staffing and Emergency Support To ensure there is no disruption to City operations in the event of an unexpected issue or planned project, Max PowerTechnology will provide backup staffing resources. These resources will be activated in the case of significant technical problems, staffing irregularities, or when upgrades and maintenance demand additional personnel. This ensures that the City's IT infrastructure remains secure and fully operational, even in challenging circumstances. As part of our commitment to reliable service, we will also provide a 24x7 support hotline for after-hours emergencies. If the City encounters an issue that requires immediate attention outside of regular hours, we will offer remote support, and if necessary, dispatch a technician to the site within two hours. Backup Plans and Documentation Ensuring data integrity and business continuity is of paramount importance to Max Power Technology. As part of this phase, we will develop and implement comprehensive backup plans for all active servers. These plans will include scheduled backups, redundancy protocols, and procedural documentation. PHASE 2 - MANAGEMENT, IMPLEMENTATION AND MAINTENANCE Management, Monitoring, and Strategic Support Following the successful establishment of core IT operations, the second phase of Max Power Technology's service plan for the City of Rosemead focuses on continuous management, monitoring, and the implementation of strategic IT practices. In this phase, we will enhance service oversight, provide robust technical support, and introduce initiatives that align the City's IT infrastructure with its long-term objectives. Account Management and Oversight To ensure consistent service delivery and strategic alignment with the City's goals, Max Power Technology will assign a dedicated Account Manager. This individual will be responsible for overseeing all IT operations and ensuring that the City's needs are met efficiently and effectively. The Account Manager will: Prepare monthly schedules for contract personnel, ensuring that the City's contracted hours are fully covered, including during emergency call -outs. Handle billing and administrative duties related to the contract, ensuring transparency and accuracy in all financial transactions. Organize regular meetings with the City's IT overseer, during which key performance metrics, outstanding issues, and upcoming projects will be discussed in detail.This regular engagement ensures that the City is always aware of the status of its IT environment and that any concerns are addressed promptly. In addition to day-to-day management, the Account Manager will play a critical role in long-term strategic planning. They will work closely with City leadership to ensure that technology initiatives are aligned with the City's broader objectives, and will make recommendations for improvements or upgrades as necessary. L4V_ PHASE 2 - MANAGEMENT, IMPLEMENTATION AND MAINTENANCE End -User Training and Support Max Power Technology understands that empowering City staff to use technology effectively is just as important as maintaining the infrastructure itself. As part of our service plan, we will provide end-user training on various technologies, as required. Training can be requested by the City or initiated by Max Power Technology when we identify a need. This proactive approach ensures that City staff are confident in using the systems they rely on, reducing the number of technical support requests and enhancing overall efficiency. Our training will cover a wide range of topics, including: Basic and advanced usage of the City's software systems. Cybersecurity best practices, ensuring that City employees understand how to protect sensitive information and avoid common security risks. New technology rollouts, ensuring a smooth transition whenever new hardware or software is introduced. Enforcement of IT Policies and Procedures Max Power Technology will take an active role in ensuring compliance with all City IT policies. Our team will regularly review the City's IT practices to ensure they adhere to established protocols and best practices, particularly in areas related to security and data management. As part of our role, we will: • Enforce access control policies to ensure only authorized individuals have access to sensitive systems and data. • Monitor user activities to identify and address any potential risks or non-compliance with IT policies. • Recommend policy updates when new technology or regulations emerge, ensuring the City's IT policies remain current and effective. In this phase, Max Power Technology focuses not only on maintaining the City's IT environment but also on empowering its staff, ensuring that every employee has the knowledge and tools necessary to maximize the benefits of the City's technology investments. This holistic approach ensures that both technical and human aspects of IT are addressed, creating a secure, efficient, and effective IT environment for all. PHASE 3 - IMPROVMENTS, REPORTING & LONG-TERM ALIGNMENT Continuous Improvement, Reporting, and Long -Term Strategic Alignment In the final phase of Max Power Technology's service plan, our focus shifts toward continuous improvement, detailed reporting, and long-term strategic alignment. This phase ensures that the City of Rosemead's IT infrastructure not only remains secure and efficient but also evolves to meet future demands. By leveraging regular audits, strategic planning, and transparent communication, Max Power Technology will drive operational excellence while staying closely aligned with the City's long-term goals. Continuous Service Improvement and Regular Reporting Max Power Technology is committed to delivering timely, professional, and effective services. To ensure the City's IT environment is always optimized, we will implement a framework for continuous service improvement. Our team will: Work harmoniously with City staff and other contractors, maintaining clear lines of communication and collaboration to resolve issues promptly and efficiently. Conduct regular status and information meetings to keep all stakeholders informed of progress, current challenges, and upcoming IT projects. Provide timely reports on all outstanding issues, work accomplished, and the general health of the network. These reports will detail system performance, security updates, and any incidents that required intervention. Additionally, Max Power Technology will offer recommendations on improving City processes and workflows. These recommendations will be based on our experience with other municipalities and tailored to the specific needs of Rosemead, ensuring that the City's IT infrastructure remains resilient and scalable as technology evolves. Annual Hardware Inventory and Equipment Disposal To ensure the City's IT assets are effectively managed, Max Power Technology will provide annualhardware inventory reporting.These reports will offer a detailed overview of all IT equipment, including its current condition, usage, and remaining Iifecycle.This proactive approach to asset management allows the City to plan for future upgrades and replacements, minimizing the risk of hardware failure and ensuring consistent performance. In addition to inventory management, Max Power Technology will ensure the proper and legal disposal of surplus electronic equipment. All equipment disposals will follow strict guidelines to ensure compliance with environmental regulations and data protection laws, protecting the City from liability while maintaining a secure IT environment. PHASE 3 - IMPROVMENTS, REPORTING & LONG-TERM ALIGNMENT Comprehensive IT Audits and Business Planning Within the first 30 days of the contract, Max Power Technology will conduct a full IT audit of the City's systems, identifying any vulnerabilities, inefficiencies, or areas for improvement. This audit will include a thorough review of the City's network, servers, software, and security protocols, ensuring that we have a complete understanding of the current environment. Following the audit, Max Power Technology will draft a comprehensive IT Business Plan within the first 60 days.This plan will outline a strategic roadmap for the City's IT infrastructure, detailing necessary upgrades, potential risks, and opportunities for optimization. Our goal is to ensure that the City's IT environment not only supports current operations but is also prepared to scale with future growth and technological advancements. This strategic plan will focus on: • Aligning IT initiatives with the City's long-term goals and strategic plan • Identifying cost-saving opportunities through technology optimizations. • Ensuring system scalability for future projects or expansions. • Long -Term Partnership and Future -Proofing IT Infrastructure • Max Power Technology's ultimate goal is to foster a long-term partnership with the City of Rosemead, providing reliable, innovative IT solutions that continuously improve the City's operational efficiency and security. By aligning our services with the City's objectives, we will ensure that Rosemead's IT infrastructure remains secure, efficient, and adaptable to future technological needs. Max Power Technology is fully equipped to deliver comprehensive IT services that not only meet the immediate needs of the City but also prepare it for future growth and challenges. This phased approach, focused on continuous improvement, proactive management, and strategic planning, will ensure that the City of Rosemead receives the highest quality IT services at all times. U''^L AX mm MWC - �'I MCME11mmLreiGm RESUMES & BIOS OF KEY PERSONNEL https.Ilmaxpowertechnology.com/ Jairo E. T-- mun jairo@maxpowertechnology.com Solid Record of Leadership in Information Technology, Customer Support, and IT Service Management Self -motivated and results driven professional with 33 years of information technology experience and a proven ability to lead diverse teams to consistent success. Talent assessing information system needs, spearheading high-profile projects, and improving IT service management functions. History of executing innovative projects to improve operational efficiency and reduce operating cost. Successful record of development and implementation of policies and procedures, tracking progress through KPIs, advising school district executives and other stakeholders, and formulating hardware and software recommendations. PRO SKILLS Mobile Device Management Systems Asset Management / IT Service Management Quality Assurance & Performance Improvement RFP Development & IT Proposal Evaluation Contract Negotiation & Vendor Management Software Management & Software Compliance IT Governance & Policy Development Technology Planning Budget Development Project Management PROFESSIONAL EXPERIENCE CHIEF EXECUIVE OFFICER Max Power Technology, LLC Ventura, California 2022 to Present Leading all critical components of IT operations and contract management for small -to -medium sized organizations. Developing and implementing strategies, procedures and business plans needed to enhance company growth. Cultivating strong relationships with key clients and stakeholders, ensuring exceptional service delivery and fostering long-term partnerships built on trust and mutual success. Leading a high -performing team of skilled professionals, fostering a culture of collaboration, creativity, and continuous learning to drive organizational excellence. SENIOR DIRECTOR, INFORMATION TECHNOLOGY Los Angeles Unified School District Los Angeles, California 2020 to 2022 As the Senior Director of the IT Customer Support Branch at LAUSD, I led and managed the operations of a cross -functional team of approximately 400 full-time staff. My responsibilities encompassed overseeing IT Field Support Services, the IT Helpdesk, IT Asset Management, School and Community Technology Partnerships, Enterprise Device Management, Special Projects, and IT Customer Experience. EDUCATION & CREDENTIALS University of Phoenix, Pasadena, California BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION/INFORMATION SVCTVrV;.?nl� PROFESSIONAL MEMBERSHIPS International Association of IT Asset Managers (IAITAM) Information Systems Audit and Control Association (ISACA) Computing Technology Industry Association (CompTIA) Microsoft Certified Professional Member Apple Developer Program Latino Business Chamber of Greater Los Angeles (LBCGLA) PROJECT IMPLEMENTATION $100M Common Core Technology Device Deployment Project $30M CCTP Phase 1 L Laptop Deployment Project $63M Mobile Device Management, Contract Negotiation and Managing Budget. $317K BMC Managed Services Jack in The Box, City of Commerce, California, SENIOR POINT OF SALE (POS) TECHNICIAN 1992 to 1997 Max Power Technology, LLC Chief Operating Officer One Stop Tek, Inc. President The IT Customer Support Branch is responsible for providing IT support to more than 73,000 employees and 574,000 students across 1,400 school locations. Collaborated in strategic planning sessions with the Chief Information Officer and Senior Leadership to identify and prioritize projects to meet short and long-term District goals. $4.51VI BMC IT Service Management Contract - Budget development, contract negotiations, and vendor management. $3AM Enterprise Help Desk Consolidation Project -budget development, project management, and ensure bond compliance. DIRECTOR OF IT, ASSET AND SOFTWARE COMPLIANCE 2019 to 2020 As the Director of IT Asset Management (ITAM), primary responsibilities included planning, organizing, and directing the operations of the District IT Asset Management team.This includes developing and promoting ITAM strategies, policy, and processes for the effective management of technology assets deployed across the District. During the recent school shutdown due to COVIDI9, some of the responsibilities included directing the efforts to procure and distribute over 300K computing devices with a budget of approximately $115Million. Participated in the planning and execution of the project to distribute devices to more than 1,000 school locations. Published a new Site Computer Inventory Management Policy and developed workflows to ensure compliance and to provide a roadmap for day-to-day operations. Lead the implementation and deployment of a new Software Asset Management solution for monitoring, controlling, and automating procurement, usage, and deployment of software license entitlements across the District. $50K Bomgar Remote Support Solution Project - Acquisition and deployment of a remote IT support tool to improve customer service and drive efficiency and cost savings across the organization. Creation of the Mobile Device Management (MDM) Unit and deployment of mobile device management technologies to effectively support the increasing number of mobile assets deployed across the organization. $45K Granicus Board Agenda Management & Video Streaming Solution Project - Deployment of an electronic agenda system and video streaming services to automate Board of Education business process workflows. Brian Poulton bpoulton@maxpowertechnology.com L� IT ENGINEER With over 35 years of experience in Information Technology, Mr. Poulton has been an essential member of the Max PowerTeam since 2022. He is a Graduate of Lehigh University at Bethlehem, PA with a Bachelor of Science in Chemical Engineering, and minor in Computer Science. Mr. Poulton handles the optimization of Server Operating Systems, cloud computing, networks design and troubleshooting, and assessing cybersecurity vulnerabilities for various private and public sector clients. He possesses great analytical skills, a high-level of professionalism, and a strong work ethic. Mr. Poulton will assist the District on his engineering role and will oversee, amongst other things, ensuring the virtual servers, VPN, and security device configurations are performing at their maximum efficiency. Technical Proficiency • Server Technologies: Microsoft Windows 2003/2008r2/SBS 2011/2012/2016/2019/2022 Servers — Exchange, Exchange • 365, Active Directory, Azure, SharePoint, SQL Server; Novell Netware, VMware ESXi. • Desktop Suites: Microsoft Office 2003/2007/2010/2013/2016/365: Word, Excel, Access; Google Apps; Open Office. • Operating Systems: Microsoft Windows 2K, XP, Vista, 7,8, 10; Apple Mac OSX and iOS; Android. • Networking: TCP/IP, DNS, DHCP, Cisco Switches & Routers, wireless, VPN, Ethernet. • Programming Languages: VB.NET, Visual Basic, VB Script, Java, JavaScript, C++, HTML, Yahoo RTML. • Applications: Intuit QuickBooks & Quicken; SBT Accounting Systems; Adobe Acrobat & Photoshop Core Competencies • Good analytical skills; learning agility. • High level of professionalism —very organized. • Excellent oral and written communication skills. • Goal -oriented: Creative and proactive. Certifications: • M365 Admin Epert • M365 Endpoint Admin • Microsoft Azure Administrator, • Datto RMM Certified Administrator, • Sophos Firewall Engineer • Sophos Endpoint Engineer. Jonathan Reyes jonathan@maxpowertechnology.com Mr. Reyes holds a Bachelor of Science in Mechanical Engineering from the California State University Los Angeles and he is a contributing member of the Eagle Rockety chapter at Cal State LA. He has been with Max Power Technology since 2019 providing onsite and remote IT support to customers in varius industries. His expertise in assessment and troubleshooting will enable him to find solutions to complex issues. Based on the need and complexity of the problems, Mr. Reyes will follow the existing protocols of escalation and triage for handling the District's service requests. In addition, Mr. Reyes will be responsible for assisting with the set up and operation of audio and video equipment during board meetings including microphones, speakers, video screens, projectors, video monitors, connecting cables, and related electronic equipment for meetings, presentations, and news conferences. Relevant Knowlege and Experience: Google Workspace, Microsoft 365 Admin, Windows Server, Microsoft Exchange, Zoho Desk, Updox, AmazingCharts, FreshService, Zendesk, Slack, Ninja RMM, Heartland POS, NCC WinPOS, Zoom and more. Abraham Parra aparra@maxpowertechnology.com Innovative IT Analyst with more than 19 years of experience in troubleshooting and configuring a wide range of technical equipment and operating systems. Known for strong communication skills, both written and verbal, ensuring clear and effective customer interactions that lead to high satisfaction levels. Excels in service delivery and problem -solving, helping clients smoothly adopt new technologies while minimizing concerns. Committed to leveraging skills in a dynamic environment and growing professionally by contributing to technological solutions that improve user experiences and operational efficiency. Relevant Knowledge: Server Technologies: Microsoft Windows 2012/2016/2019/2022 Servers. Active Directory, Azure, SharePoint, SQL Server Desktop Suites: Microsoft Office 365: Word, Excel, Access; Google Apps; Open Office. Operating Systems: Microsoft Windows 2K, XP, Vista, 7,8, 10; Apple Mac OSX and iOS; Android. Networking: TCPAR DNS, DHCR Cisco Switches & Routers, wireless, VPN, Ethernet. Rolando Gonzalez rgonzalez@maxpowertechnology.com Mr. Gonzales is a highly skilled IT professional with over 10 years of experience in computer, network, and server management. Proficient in managing and maintaining complex IT infrastructures, ensuring optimal performance, security, and reliability. He demonstrates a strong ability to troubleshoot and resolve technical issues efficiently, with a focus on delivering exceptional support and service to end-users. Adept at implementing and managing advanced network and server solutions to meet organizational needs and support business growth. Relevant knowledge and experience: Meraki and Cisco, Sophos firewalls, Windows Server administration configuration and support, Cloud DUO administration and support, backup appliances,VoIR Sarah Elias selias@maxpowertechnology.com As a Technical Support Specialist at Max Power Technology, Sarah provides first-line support for computer hardware and software issues, resolving 95% of support tickets on first contact. She assists with the installation, configuration, and maintenance of computer systems, printers, and peripherals, while helping diagnose and troubleshoot network connectivity issues, including VPN and Wi-Fi connectivity. Sarah follows escalation protocol when needed to request assistance from higher lever IT analyst or IT engineers in order to resolve issues on a timely manner. Computer Information Systems Cerritos College - Expected in May 2025 Norwalk, CA Certifications: Working towards A+ certification SKILLS High work ethic Service focused Collaboratively minded Conflict resolution Team building Jairo E.Tzunun CEO Ao Martinez CISO Jesus Paez CFO ORGANIZATIONAL Brian Poulton IT Engineer :r Velasquez / Rolando Gonzalez CSM ' IT Support Analyst el Morales Support Analyst IT Support Technician IT Support Analyst CHART Jonathan Reyes ' IT Support Analyst John Helling IT Helpdesk Enginner Eleazar Lopez IT Helpdesk Support VedayanaTzunun Administrative Analyst David Oliva Cable Technician WaK PLANNING AND PROJECT MANAGEMENT h ttps://maxpowertechnol ogy. coml PLANNING AND PROJECT MANAGEMENT Overview Max Power Technology recognizes that planning and project management are critical components of maintaining and enhancing the City of Rosemead's IT infrastructure. Our IT support analysts are well -versed in providing strategic assistance to the City's Information Technology Services Manager, ensuring that both day-to-day operations and long-term projects are executed with precision and efficiency. Through a collaborative and structured approach, we will contribute to the City's ability to meet its technology goals, stay ahead of evolving needs, and implement innovative solutions that drive productivity and security. Analysis of Information Systems Needs Max Power Technology IT support analust will work closely with the City's Information Technology Services Manager to conduct thorough needs assessments for the City's information systems. This includes evaluating the current infrastructure to identify areas where enhancements are needed, whether it be improving network performance, upgrading security measures, or expanding system capacity. Our team will use data -driven methodologies to ensure that the City's IT resources align with both current operational demands and anticipated future growth. Long -Range Information Systems Planning and Forecasting Understanding that technology needs evolve, Max Power Technology will actively assist in long-range IT planning and forecasting. Our IT support analyst will support the City in creating a technology roadmap that accounts for emerging trends, regulatory requirements, and potential risks. This planning will allow the City to proactively address its IT needs while avoiding the pitfalls of reactive decision-making. Forecasting will also include budgeting for hardware upgrades, software licenses, and network expansions to ensure that the City's IT infrastructure remains scalable and sustainable. Researching and Evaluating Technical Solutions Our IT support analysts are skilled in researching and evaluating technical solutions to ensure that the City of Rosemead has access to the most effective and efficient tools available. We will stay informed about new technologies, security innovations, and best practices, and will present these findings to the City's IT leadership. Through careful analysis of cost, compatibility, and long-term value, we will assist in selecting solutions that not only meet the City's immediate needs but also position it for future success. PLANNING AND PROJECT MANAGEMENT Acquiring Quotes Max Power Technology will handle the process of acquiring quotes for new technology purchases, ensuring that the City gets the best possible pricing and terms. Our technicians are experienced in working with a wide range of vendors and suppliers, allowing us to leverage our industry relationships to secure competitive quotes on hardware, software, and services. Project Implementation Plans and Timelines To ensure that IT projects are executed on time and within scope, Max Power Technology will prepare detailed project implementation plans and timelines. These plans will outline each phase of the project, from initial setup to final testing and deployment, ensuring that all stakeholders understand the steps involved. Clear timelines will be provided, with milestones identified to measure progress. Coordination with City Staff and Contractors Max Power Technology understands the importance of coordinating with City staff and other contractors to ensure seamless project execution. Our technicians will act as liaisons between various departments, ensuring that any IT -related changes or implementations are integrated smoothly with other City operations. Conducting Project Meetings Max Power Technology will lead and participate in project meetings, ensuring that all stakeholders are informed of progress, challenges, and next steps.These meetings will be structured to provide clarity on the project's status and to address any potential obstacles. Preparing Project Status Reports To provide transparency and accountability, our team will prepare detailed project status reports at regular intervals. These reports will offer insights into the project's progress, highlighting any completed tasks, current challenges, and upcoming milestones. Additionally, these reports will provide a summary of resource utilization, budget adherence, and any necessary adjustments to the implementation plan. Conclusion Max Power Technology's approach to planning and project management is grounded in our commitment to providing strategic, data -driven insights and executing projects with a high level of professionalism. By working closely with the City's IT leadership and coordinating effectively with all stakeholders, we will help drive the success of the City's technology initiatives, ensuring both immediate improvements and long-term sustainability in its IT infrastructure. ARK PoMF=Q COMMUNICATION AND ANALYSIS SUPPORT https.Ilmaxpowertechnology.com/ COMMUNICATION & ANALYSIS SUPPORT Overview Max PowerTechnology is dedicated to providing exceptional communication and analysis services as part of its IT support for the City of Rosemead. We understand that effective and timely communication is essential for maintaining a productive working relationship with the City and ensuring that all IT systems operate efficiently. Our team of skilled technicians is equipped with the necessary verbal and written communication skills to deliver valuable and accurate information to City staff, addressing concerns, system needs, and technical issues in a clear and professional manner. Effective Communication and Timely Information Delivery Max PowerTechnology places a high priority on maintaining an open line of communication with the City of Rosemead's IT Services Manager and other relevant personnel. Our IT support analysts are trained to provide detailed explanations of technical issues, updates, and system statuses in non-technical language, ensuring that City staff understand the situation and the steps being taken to resolve any issues. We recognize that City staff may not always have a technical background, so we strive to explain complex IT processes in a way that is accessible to all. To facilitate ongoing communication, our IT support analyst will provide regular updates on the status of the City's IT infrastructure, including any planned maintenance, system changes, or potential issues that need to be addressed. This includes both verbal communication during meetings or impromptu discussions and written communication in the form of emails, reports, or system documentation. Timeliness is a key factor in our approach, as we ensure that any updates, potential threats, or system changes are communicated as soon as they are identified. Comprehensive Systems Analysis and Reporting Max PowerTechnology will conduct thorough systems analysis to assess the performance, capacity, and security of the City's IT infrastructure. This analysis is designed to identify potential areas for improvement, forecast future needs, and ensure that the City's systems are operating optimally. Our IT support analyst will evaluate all key components of the City's IT environment, including its servers, workstations, network topology, wireless access points, and backup systems. We will also continuously review the City's software and hardware inventory, ensuring that all systems are up to date and functioning properly. This involves reviewing server roles, such as the Domain Controllers, Hyper -V servers, and SQL servers, to ensure that they are configured and operating as expected. Additionally, we will monitor desktop and laptop performance across all City departments, from City Hall to satellite locations like Garvey Park and the Public Safety office, ensuring that every device is running efficiently and securely. COMMUNICATION & ANALYSIS SUPPORT Collaboration and Technical Guidance Max Power Technology will work in close collaboration with the City's Information Technology Services Manager, assisting in planning, forecasting, and implementing IT projects. Our IT support analyst will assist in acquiring quotes for new hardware and software purchases, ensuring that the City benefits from the most cost-effective and suitable solutions. We will also prepare project implementation plans and timelines, coordinating with City staff and contractors to ensure that all projects are completed on time and within budget. As part of our commitment to transparency and professionalism, we will provide regular project status reports to City leadership, detailing progress on system updates, security upgrades, and any other ongoing IT initiatives. Security and Performance Monitoring Max Power Technology will also monitor the City's IT infrastructure for potential security threats and performance issues. This includes reviewing security logs, network performance, and device diagnostics to ensure that the City's systems are protected against cyber threats and are operating at peak efficiency. We will also keep the City informed about the status of firewalls, routers, switches, and other critical network devices, ensuring that all equipment is properly maintained and configured for optimal performance. In the event of a security breach or system issue, our team will immediately notify City personnel and provide detailed information on the steps being taken to resolve the problem. Our goal is to minimize downtime and ensure that the City's operations continue with minimal disruption. Documentation and Asset Management Max Power Technology understands the importance of accurate documentation for both hardware and software assets. Our team will maintain up-to-date records of all hardware, including acquisition dates, warranty information, and maintenance agreements. This includes tracking the City's inventory of servers, PCs, laptops, printers, and network devices, ensuring that all assets are accounted for and in good working condition. Conclusion Max Power Technology is committed to providing the City of Rosemead with exceptional communication and analysis services. Our IT support analysts are trained to offer clear, professional communication that meets the needs of both technical and non-technical staff. r LL aLLLL LLf 9L99u rnvru; >ED INNOVATIONS https.-Ilmaxpowertechnology.com/ INNOVATION - Al POWERED SOLUTION Proposed Innovation: AI -Powered Information Access for the City of Rosemead Max Power Technology proposes the introduction of a custom AI -powered solution designed to enhance how the City of Rosemead assists its staff and constituents in accessing and processing information. This program will be offered for one year, free of charge, to introduce the City on Al powered tools and strategies to increase efficiency and effectiveness. By integrating this advanced Al tool into the City's workflows, we aim to streamline service delivery, reduce the time required to find and analyze information, and improve overall operational efficiency. This solution is fully customizable to fit the specific needs of the City, ensuring it delivers maximum value through optimized operations and enhanced service to the public. Real -Time Information Access for Constituents A key feature of this custom Al solution is its ability to provide real-time access to information for constituents. Whether residents are searching for details about building permits, zoning laws, or local programs, they can easily interact with the Al through the City's website. This self-service capability reduces the burden on City staff by handling routine inquiries and providing accurate, up-to-date information instantly. For instance, if a resident wishes to upgrade their accessory dwelling unit (ADU), the AI solution can retrieve the necessary regulations, outline the steps for obtaining permits, and guide the resident through the process.This not only enhances the resident experience by delivering faster responses but also empowers individuals to navigate City services with greater independence. Enhanced Efficiency for City Staff The AI -powered solution will significantly improve efficiency for City staff by rapidly analyzing and retrieving large datasets, saving valuable time typically spent on manual research.The Al can be customized to access and synthesize City -specific ordinances, policies, and public records, allowing staff to gain immediate insights when drafting reports, reviewing zoning laws, or making policy recommendations. For example, when tasked with updating the City's housing element, staff can use the AI tool to quickly gather relevant data, reducing research and analysis time from hours to minutes. This allows staff to focus on more strategic, high-value tasks such as decision-making and long-term planning, leading to greater productivity and informed decision-making. INNOVATION - Al POWERED SOLUTION Automated Policy Analysis and Reporting Another strength of this AI -powered solution is its ability to perform automated policy analysis and reporting. The Al can draw from multiple datasets—such as housing, economic, public safety, and transportation data—to generate comprehensive reports, zoning assessments, and compliance reviews.This allows City leadership to make faster, more accurate decisions based on thorough, data -driven insights. For example, if the City is evaluating a zoning change, the Al can quickly assess the potential impact on affordable housing by analyzing relevant datasets and presenting findings within seconds. This capability drastically reduces the time required for such evaluations, which traditionally could take days or weeks of manual analysis, resulting in more timely, data -backed decisions. Customizable and Scalable This AI -powered solution will be fully customized to meet the City of Rosemead's unique requirements. The Al can be trained with City -specific data—including ordinances, permit guidelines, zoning regulations, and administrative procedures—ensuring that it provides relevant, accurate, and up-to-date information. As the City's needs evolve, the Al can scale to support additional departments or handle more complex requests, offering ongoing value and adaptability as demands increase. Cost Savings By automating routine inquiries, research, and reporting tasks, this Al solution will significantly reduce operational costs related to manual data retrieval, staff time, and administrative overhead. The AI's ability to quickly and accurately process large amounts of information minimizes human error, ensuring more efficient use of City resources and freeing up staff to focus on higher -priority tasks. Conclusion Max Power Technology's AI -powered solution offers the City of Rosemead a highly effective tool for enhancing service delivery, streamlining internal processes, and reducing costs. By enabling real-time access to information for constituents, empowering staff with rapid data analysis, and automating complex reporting tasks, this solution positions the City to make data -driven decisions more efficiently and serve its residents with greater accuracy and speed. Max Power Technology is fully committed to customizing and supporting the deployment of this Al tool, ensuring that the City realizes its full potential in improving operations and public service. U AX f�OWCR �HNOLOL�Y PROPOSED COSTS J https.-Ilmaxpowertechnology.com/ Service Type Description Monthly Fee Max Power Technology will provide a dedicated onsite IT Support Analyst Managed IT Services Monday -Thursday from 7:OOAM to $12,000.00 6:0013M for a total of 40 hours per week. Service Type Description Monthly Fee Managed IT Services FY25-2026 $12,600.00 Managed IT Services FY26-2027 $13,230.00 Managed IT Services FY27-2028 $13,891.00 Managed IT Services FY28-2029 $14,586.00 After Hours Support (Scheduled) Description Hourly Rate L1 & L2 Support (2 hours minimum) After hours and weekend support $125.00 Project Resources Description Hourly Rate L1 & L2 IT Analyst Project Resources $100.00 L3 / Engineer / PM Project Resources $150.00 Emergency Support Description Hourly Rate L1 & L2 Emergency Response - An IT Support technician will be (2 hours minimum) dispatched to provide after hours and $150.00 weekend emergency response. L3 Emergency Support Engineer - after hours $200.00 , emergency support Terms and Conditions Max Power Technology acknowledges receipt of the contract provisions as outlined in the RFP. We have reviewed the terms and conditions and confirm that we understand and agree to abide by them. If there are any further details or actions required from our end, please let us know. Jairo E Tzunun Chief Executive Officer a XaK pgmfQ 79EHH©L9KV i LIST OF PENDING OR PREVIOUS LITIGATION Max Power Technology LLC, nor any subcontractor, has EVER been involved in any litigation or lawsuits from any public project undertaken by the firm. In addition, Max Power Technology LLC, nor any subcontractor, has ever been involved in any type of project where claims or settlements were paid by the firm or its insures within the last five years. 1 CONTACT INFORMATION Jairo E.Tzunun Chief Executive Officer (213) 451-6074 Jairo@maxpowertechnology.com Jesus Paez Chief Financial Officer (818) 253-1606 Jesus@maxpowertechnology.com Javier Velasquez Client Success Manager (213) 451-6075 javier@maxpowertechnology.com U MAX POWER , TECHNOLOGV @USC K [�)QWK� 7M9HH9L99v THAIQK YOU FOR YOUR TIME CONSIDERATION 2646 Palma Dr. Site 155 +1(800) https.-Ilmaxpowertechnology.com/ Attachment L Proposal from Optimuss, Inc. RESPONSE PROPOSAL PROFESSIONAL SERVICES FOR INFORMATION TECHNOLOGY RFP NO. 2024-28 PROPOSED TO: Attention: Amanda Moreno Email: amoreno0cityofrosemead.org Contact: (626) 569-2102 Address: 8838 E. Valley Boulevard Rosemead, California 91770 RESPONSE PROPOSAL PROPOSED BY: r POC: Mark Johnson (Business Development Email: bids@ootimussinc.com Contact: 469 424 3301 Address: 44790 Maynard Sq, Suite 350 Ashburn, Virginia 20147 Website: www.ol2timussinc.com DUE DATE: SEPTEMBER 251h,202 SVVi„ DCBE Pennsylvania TABLE OF CONTENTS (r7, t muss PROPOSALSUMMARY................................................................................................................. 3 OPTIMUSS'S PROFILE................................................................................................................. 6 OPTIMUSS'S QUALIFICATIONS.................................................................................................. 11 WORKPLAN.............................................................................................................................. 18 STAFFING.................................................................................................................................. 34 OPTIMUSS'S PROPOSED INNOVATIONS..................................................................................... 42 PROPOSAL COSTS SHEET AND RATES....................................................................................... 44 RESPONSE PROPOSAL I I CITY OF ROSEMEAD 2 :' .t { 1. B Pennsylvania •nr..wa e _ PROPOSAL SUMMARY OPtirnuss A cover letter highlighting key features of the Proposal and an understanding of the project Name and address of consultant (please include address of local office if applicable). The principle contact person that the consultant will assign to the Rosemead account A separate sheet shall include all the contact people on the Proposal and how to communicate with them. Limit this section to a total of one to three pages including the separate sheet with contact personnel. Response: To, September 24th, 2024 Attention: Amanda Moreno Email: amoreno@cityofrosemead.org "Optimuss Inc. response to City of Rosemead RFP for RFP No.2024-28 Professional Services for Information Technology Services" We hope this transmittal letter finds you in good health and great spirits. Optimuss Inc. is pleased to provide our response proposal for "RFP for RFP No. 2024-28 Professional Services for Information Technology Services" released by the City of Rosemead (Hereinafter the "Cityl. Optimuss Inc. is a fast-growing SBA 8(a) certified minority owned small business serving as a premier staffing as well as Technology and Management Services firm specializing in providing IT staffing and IT Consulting services for Commercial, Federal, and State governments across the USA. We are a Minority owned company founded in 2010 and incorporated in the commonwealth of Virginia with SBA 8(a) certification, SB & SDB certification from the commonwealth of Pennsylvania, WMATA/DC DOT certified DBE certified along with the SWaM certification from the Department of Minority Business Enterprise (DMBE), Virginia. We are the fastest growing business serving as a reliable & Effective staff augmentation service provider specializing in the Public, Private, and Non -Profit segments. We specialize in identifying skilled professionals for our clients in the Public, Private, and Non -Profit segments. The average industry experience of Optimuss consultants is approximately 10+ years through direct and subcontracting services offered to multiple clients. We are great at staffing because of our experience, learning, and adaptation to the changing market dynamics over the years along with our key personnel having dynamic skills and experience of more than 10+ years each. If you are looking for professionals with a particular mix of niche skills and experience, we get it And we will get you the right person fast! Having worked through our key personnels with Freddie Mac, Fannie Mae, Accenture, Lockheed Martin, FINRA, the state of Washington, Pacific Northwestern National Laboratory, the state of Georgia, the Commonwealth of Virginia, the state of Tennessee and the state of Kansas as well as Fortune 500 companies like IBM, Salesforce, and others. We believe that a partnership with the city will have a tremendous impact on your customer satisfaction bottom line. We hereby acknowledge all the terms and conditions and do not propose any exception for the same. We have evolved through constant ongoing learning and years of experience into a reliable consultive staffing solutions provider for the needs of our clients across various domains such as Financial, IT, State & Federal Government, Engineering, Healthcare, Automotive, Banking, etc. The staffing and recruitment services offered by Optimuss focuses on addressing your special and seasonal demands and help our client in the following ways: • Cost-effective and consultive approach and policies. • Enhance your existing resources and capabilities with certified staff and solutions. • Commitment to providing quality deliverables as per the agreed SLA in a prompt manner. • Help you maintain a competitive edge by enhancing you with quality solutions and professionals. Optimuss Inc. understands the importance of seeking qualified consultant(s) to provide professional services associated with the support and maintenance of the City's information technology ("IT") infrastructure. The qualified consultant will maintain and improve the City's IT effectiveness, enhance its quality of services, minimize downtime; and, provide exceptional support in the areas of network administration, backup systems, network security support, systems support, computer operations support, Help Desk support, PC desktop technical support, software integration support, technical project management support, application support, and technical consulting in support of planning and budgeting for IT projects and technology refreshment The consultant mustwork in conjunction with the City of Rosemead assigned staff for the general City infrastructure, equipment, and employee needs. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 3 j P A G E Pennsylvania DBE Key features of the proposed proposal: • Approach: Our proposal outlines an effective IT management plan designed to meet the City of Rosemead's specific requirements by delivering comprehensive support and skilled candidates. Our approach emphasizes seamless operations, enhanced security, and flexible solutions that can adapt and scale as the City's needs evolve. By offering a well -structured, responsive strategy, we ensure that the City receives expert IT management and the right talent to support their technology goals and long-term operational success. • Experienced Team: We bring a team of professionals with over 15 years of average industry experience, specifically in managing municipal IT systems. • Proven Success in Similar Projects: Optimuss has a strong track record of delivering IT management services for municipalities, enhancing their IT performance while driving cost efficiency. Our work on similar kind of projects showcases our proven ability to execute similar projects with measurable success, as confirmed by our satisfied clients. We believe in delivering value to our clients with an emphasis on providing quality deliverables for their requirements as well as exceeding them by having a mutually beneficial working field where our client get their value for the money and trust they have in us. Optimuss Inc. hereby acknowledge all the terms and conditions mentioned in the RFP and do not propose any exception to the same. Our proposal provided response is valid for 180 days from the deadline for delivery of submittals. By Partnership with us, the city will receive a reliable vendor with the following benefits: 1. A reliable staffing services provider with the capability to deliver dynamic volume and specifications to the City of Rosemead. 2. A commitment to deliver the best resource available in the market. 3. A diversity certified company, with established and efficient policies promoting equal employment opportunities and diversity encouragement. Ensuring 100% compliance with Commercial, Federal, and State governments regulations for the specified services, as well as adherence to the Us SLA agreement as provided by the opportunity. We are committed to providing all deliverables as specified in this response proposal, adhering strictly to the guidelines and requirements set forth by the city. Our team is dedicated to ensuring the highest standards of service and quality, and we look forward to the opportunity to support the City's professional services for information technology services's needs. Below are the details of our company as follows: Optimuss, Inc. April 28, 2010 LLC, S Corporation Venkata Bodda ati - President CEO 27-2465798 httl2://www.opUMaUjac: om 44790 Maynard Sq, Suite 350 Ashburn, Virginia 20147 SBA 8(a), & WMATA/DC DOT DBE Certified, SWaM certified from the Commonwealth of Virginia and SB &SDB certified from the commonwealth of Penn lvama. Venkata Bodda ati Mark ohnson 469 424 3301 bids@optimussinc.com RESPONSE PROPOSAL I I CITY OF ROSEMEAD 4 j P A G E qMnsylvuft O PtIrII U SS We are pleased to provide our response to the opportunity, and our response outlines our capability & strength developed through our years of experience and our ability to deliver quality deliverables for our client's dynamic requirement in a prompt manner through the established process, policies, and experienced professionals and how it would have a valuable impact for the city's requirements. Please feel free to reach out to us with anyqueries or clarification for the same. I hereby sign this offer letter and acknowledge all the terms & conditions mentioned by the city in this RFP. Warm Regards, !Signature: Name: Venkata Boddapati - CEO Date: 09/23/2024 Below are the contact details of the key personnel who will serve as the sole point of contact regarding this proposal: RESPONSE PROPOSAL I I CITY OF ROSEMEAD 51, ., t12 pennsylvania � SVI&11i1: ,4 fj AnAe�u�f0w4P511rVKw5i0�+ ti v+ui mmsess ovum n OPTIMUSS'S PROFILE Ol piimuss Include a brief description of the Firm's size as well as the proposed local organizational structure. Specifically, the City is interested in the potential for a long-term service relationship that would include financial stability. Include a discussion on the Firm's financial stability, capacity, and resources. If applicable, include all other firms participating in this Proposal, including similar information about the firm/subcontractors. Response: Below is the brief description of the Optimuss's size as well as local organization structure which clearly outlines the local team that will be dedicated to the City of Rosemead project: Optimuss Inc is a fast-growing SBA 8(a) certified minority owned small business serving as a premier staffing as well as Technology and Management Services firm specializing in providing Recruitment and Consulting services for Commercial, Federal, and State governments across the USA. We are a Minority owned company founded in 2010 and incorporated in the commonwealth of Virginia with SBA 8(a) certification, SB & SDB certification from the commonwealth of Pennsylvania, WMATA/DC DOT certified DBE certified alongwith the SWaM certification from the Department of Minority Business Enterprise (DMBE), Virginia. We are the fastest growing business serving as a reliable & Effective staff augmentation service provider specializing in the Public, Private, and Non -Profit segments. We specialize in identifying skilled professionals for our clients in the Public, Private, and Non -Profit segments. The average industry experience of Optimuss consultants is approximately 10+ years through direct and subcontracting services offered to multiple clients. We are great at staffing because of our experience, learning, and adaptation to the changing market dynamics over the years along with our key personnel having dynamic skills and experience of more than 10+ years each. If you are looking for professionals with a particular mix of niche skills and experience, we get it And we will get you the right person fast! Having worked through our key personnels with Freddie Mac, Fannie Mae, Accenture, Lockheed Martin, FINRA, the state of Washington, Pacific Northwestern National Laboratory, the state of Georgia, the Commonwealth of Virginia, the state of Tennessee and the state of Kansas as well as Fortune 500 companies like IBM, Salesforce, and others. OPTIMUSS'S ORGANIZATIO-NAL STRUCTURE VENKATA BODDAPATI (President) HR & Operations Accounts and Legal MARK JOHNSON Team(10+) Team (Business Development Manager) RAGHVENDRA DUBEY (Proposed Account Executive) AADILSHAIKH (Associate Vice President) Recruitment Team(40+) RESPONSE PROPOSAL I I CITY OF ROSEMEAD 6 1 P A G E B SM wi �pennsylvania ►.7i� Key Personnel Overview Below is the overview of our proposed key personnel who will be involved in this project as well as their roles and responsibilities as follows: VENKATA BODDAPATI - CEO/PROJECT MANAGER Mr. Venkata Boddapati, President and CEO of Optimuss Inc., brings over 15 years of experience managing a range of IT staffing and consulting projects. As a seasoned project manager, he has successfully overseen numerous initiatives, ensuring they are completed on time and within scope. His expertise lies in defining project objectives, budgets, and timelines while creating detailed project plans tailored to meet client needs. Mr. Boddapati assembles and leads teams of skilled IT professionals, ensuring the highest quality of project delivery through continuous testing, client feedback, and strategic adjustments. His deep understanding of IT staffing and consulting practices allows him to quickly adapt to shifting client requirements, positioning him to deliver tailored, value-added services that meet the city's specific project demands. Mark Johnson is an experienced corporate professional with over 16 years in contract management and proposal writing. His background includes a strong foundation in accounting and business management, coupled with extensive international experience. Known for his effective communication skills, Mark handles interactions with internal stakeholders and external clients and consultants while prioritizing integrity and ethical standards. He excels in managing client relationships and crafting proposals, demonstrating resourcefulness and analytical problem -solving abilities. With expertise in handling contracts across Federal, State/Local, and Commercial sectors, Mark has successfully managed complex agreements to drive growth for Optimuss Inc. As Senior Account Manager, he oversees the entire proposal process, collaborating across departments to manage opportunities and maintain prospect databases. Mark's proactive and positive approach is evident in his mentorship of junior colleagues and his ability to thrive in challenging team environments. His skills also encompass contract administration, legal support, and meticulous financial management, ensuring client satisfaction through thorough service delivery and reporting. Aadil Shaikh has more than 11 years of experience as a Senior Recruitment and Account Management professional in various industries like IT, Healthcare, Finance, and Construction. He has a strong track record of delivering excellent results and exceeding expectations in leadership roles. His expertise includes managing SOWS, Direct and Indirect (MSP) Staff Augmentation, and both Onsite and Offshore delivery models. Aadil is known for his exceptional interpersonal and communication skills, allowing him to effectively interact with clients, vendors, and senior executives. He combines analytical skills with a deep understanding of Information Technology to ensure successful project delivery and client satisfaction. Currently serving as Associate Vice President (Delivery), Aadil oversees recruiting and sourcing teams, defines metrics, and develops recruitment strategies to improve hiring efficiencyand quality. He consistently meets team targets, SLAB, and budget objectives while maintaining strong client relationships and leading strategic planning efforts. His technical expertise and consultative approach make him a valuable asset across a wide range of industries. Raghvendra Dubey has more than S+ years of experience in business development, client relations, and managing proposals for State and Federal sectors. He's been a Team Lead in various roles, handling complex bidding processes and building important relationships. Raghvendra knows the entire bidding process well, from RESPONSE PROPOSAL I I CITY OF ROSEMEAD 7 1 P A G E Pennsylvania aqua c,.-. -... n \. 0ptimuss planning to making sure everything meets the rules and standards. He's good at navigating different government procurement systems and is known for being very careful and focused on getting results. As an Account Executive, Raghvendra is great at managing clients. He knows how to be the main contact for important customers, understanding their needs and offering solutions that help both sides grow. His job involves keeping long-term relationships with clients, making sure projects meet client goals, and finding ways to grow business with existing clients. Raghvendra is also skilled at creating convincing proposals and is committed to giving top-notch service, making him a valuable part of any team. VENKATA BODDAPATI - CEO (PROPOSED PROJECT MANAGER) As the President of Optimuss Inc. as well as the Project Manager, Venkata Boddapati will be responsible for overseeing the overall execution of the project Roles and Responsibilities which are going to be performed by Mr. Venkata Boddapati in this contract includes: • Mr. Venkata will lead the project team in understanding and aligning with the City's goals and timelines. Ensure all activities are on track and within scope. • He will collaborate with Cit/,s s leadership to ensure project objectives are in line with organizational strategy and priorities. Make informed decisions to mitigate risks and optimize project outcomes. • He will provide expertise in organizational culture, operational processes, and technology integration. He will guide stakeholders in defining project requirements and expectations. • Develop practical suggestions from the assessment findings to enhance departmental efficiencies and operational effectiveness. • He will be responsible for maintaining regular communication with the city of rosemead's project team, providing updates on project progress, milestones achieved, and addressing any deviations from the plan. He will ensure that we are providing regular progress reports and updates to the city as required. MARK JOHNSON - SENIOR CONTRACT MANAGER As the Senior Account and Contract Manager, Mark Johnson will be responsible for focusing on the contractual and administrative aspects of the project Responsibilities that will be assigned to him includes: • As Mark Johnson is a senior account manager, he will be responsible for coordinating stakeholder engagement sessions and gathering information from city's staff to support project planning and execution. • He will manage the documentation review process and support the drafting of project plans, timelines, and deliverables as per city�s standards. • Will assist in gathering data and conducting qualitative assessments across Finance, HR, and IT departments, ensuring comprehensive insights into current operations. • Facilitate the development of actionable recommendations to enhance departmental operations, collaborating with departments on process improvements and business continuity planning. • For the entire project he will ensure timely submission of project updates, milestone breakdowns, and final findings to the city's leadership, utilizing clear categorization and prioritization of recommendations. AADIL SHAIKH-ASSOCIATE VICE PRESIDENT (DELIVERY) As the Delivery Head, Aadil Shaikh will be responsible for ensuring successful delivery of IT staffing and consulting services as per the City's requirements during the entire Project Responsibilities that will be performed by him encompasses: • Mr. Aadil will be overseeing the recruitment and staffing of qualified and skilled candidates for various IT roles specified in the Scope of work • He will be responsible for ensuring that all candidates fulfill the technical competency and suitability standards set forth by the City. RESPONSE PROPOSAL 11 CITY OF ROSEMEAD B i P A G E pennsytvania s" �. "•"'•""'' �� Optimuss • Will address any issues and concerns raised by the city's related to contract employees that will be assigned to the City ensuring compliance with all relevant policies and procedures in a timely manner. RAGHVENDRA DUBEY - PROPOSED ACCOUNT EXECUTIVE • Mr. Raghvendra Dubey will act as the main point of contact between the contractor team and City of Rosemead's staff, ensuring smooth communication and alignment with project goals and timelines. • Will facilitate the discovery, planning sessions, and comprehensive assessments of Finance, Human Resources, and Information Technology departments, including stakeholder information gathering and qualitative data collection. • He will prepare and present updates on projects, interim reports, and final findings and recommendations to Health District leadership. Ensure information is clear, organized by priority and urgency, and follows established formats. • He will be responsible for maintaining close collaboration with City s leadership and project teams, ensuring continuous alignment of project activities with organizational objectives and addressing any deviations promptly. In this project, our team consists of four full-time personnel who will solely perform. Below is the estimated person -hours of participation in this contract: Long -Term Service Relationship Optimuss Inc. is committed to fostering long-term service relationships with our clients, built on trust, communication, and consistent delivery of high-quality services. We currently have ongoing contracts with several city and government entities. Our proven track record of long-term service delivery is a testament to our ability to adapt to evolving client needs while maintaining service excellence. We see the City of Rosemead as a key partner, and we are prepared to invest in the infrastructure, technology, and personnel necessary to ensure a successful, long-term collaboration. Financial Stability and Capacity Optimuss Inc. is financially stable and has demonstrated consistent growth in revenue over the past five years. Our annual revenue exceeds $2.6M, and we maintain a healthy cash flow, which enables us to manage multiple contracts simultaneously while ensuring timely delivery and uninterrupted services. We have sufficient financial resources and operational capacity to allocate the necessary personnel and technological tools to the City of Rosemead project. We routinely conduct internal assessments to ensure our financial standing supports our continued growth and service commitments. Capacity and Resources Optimuss Inc. possesses the organizational capacity and expertise to effectively manage this project, ensuring seamless execution of all requirements. Our highly skilled team, equipped with advanced IT tools and robust support systems, is dedicated to delivering exceptional results while adhering to timelines and maintaining quality standards. With a proven track record in successfully handling larger -scale IT projects, we are well- prepared to address the City of Rosemead's specific needs. Our resource allocation strategy encompasses ongoing RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 9 j P A G E gW.McaL B pennsylvania A _ AIp S"kI E.AP6SS ywp'. •. training initiatives for staff, implementation of cutting-edge technology solutions, and a flexible service model designed to adapt to client requirements. This proactive approach guarantees consistent service delivery and enables us to navigate any future changes in project scope, establishing Optimuss Inc. as a dependable partner for the City. Additionally, this section shall include a listing of any relevant lawsuit and/or subcontractors' litigation and the result of that action resulting from (a) any public project undertaken by the Firm or by its subcontractors where litigation is still pending or has occurred within the last five years or (b) any type of project where claims or settlements were paid by the Firm or its insurers within the last five years. Response: Optimuss Inc. operates without the involvement of subcontractors and has not been engaged in any litigation related to public projects or any other type of project in the last five years. We are committed to delivering services solely under our management and maintaining a clean legal record. RESPONSE PROPOSAL I CITY OF ROSEMEAD 10 1 PAGE SBa1 SVIk1Yf'��--, ' pennsytvania C7 �t�m;ic5 OPTIMUSS'S QUALIFICATIONS Include a brief description of the Firm's and sub -contractor's qualification and previous experience on similar or related projects. Provide a description of pertinent project experience with other public municipalities (maximum of four) and private sector (maximum of two) that includes a summary of the work performed, the total project cost, the percentage of work the Firm was responsible for, the period over which the work was completed, and the name, title, and phone number of clients to be contacted for references. Give a brief statement of the Firm's adherence to the schedule and budget for each project Response: Below is our firm's unique qualification which shows our experience in providing the requested services. Optimuss Inc. is a well-established firm renowned for its robust capacity to deliver on commitments. Optimuss Inc. is a fast-growing SBA 8(a) certified minority owned small business servingas a premier staffingas well as Technology and Management Services firm specializing in providing Recruitment and Consulting services for Commercial, Federal, and State governments across the USA. We are a Minority owned company founded in 2010 and incorporated in the commonwealth of Virginia with SBA 8(a) certification, SB & SDB certification from the commonwealth of Pennsylvania, WMATA/DC DOT certified DBE certified alongwith the SWaM certification from the Department of Minority Business Enterprise (DMBE), Virginia. We are the fastest growing business serving as a reliable & Effective consulting service provider specializing in the Public, Private, and Non -Profit segments. IMUSS'S UNIQUE QUAL! Experienced Dedicated Project Management Team: Our project management approach ensures that contract requirements and goals are well supported. For each client, we assign a dedicated Project Management team comprising a singularly dedicated Project Manager (PM), a Project Executive (PE), a staffing and operations team (as per the client volume of requirement) who work closely with the client to ensure quality deliverables in a prompt manner. Best -in -Class Placement Record: Optimuss consistently delivers top talent to our clients at competitive rates. Our placement record speaks for itself, with 95% of our placements meeting or exceeding client qualification requirements being delivered within expected time frames and costing at or below budgeted rates. Consultative Staffing Approach: Client satisfaction is our top priority. Our designated project managers engage in open -channel conversations and regular meetings with client Points of Contact (POCs) to ensure program success and satisfaction. We actively seek feedback and consultation on staffing requirements, forecasted needs, job market conditions, and legal/practical implications. Corporate Experience: With over 14+ years in the industry, our executive management, business development professionals, and Project Managers collectively possess more than 40 years of staffing experience combined. We focus on understanding our clients' operations and staffing goals to provide optimal temporary & Permanent employment solutions. Optimuss's strategic focus on achieving significant growth in our government sector business is supported by our Centre of Excellence (COE), which offers unmatched expertise in providing staffing and consulting services to public sector customers. Response Timeline: We take pride in our ability to consistently deliver temporary & Permanent employees on time. Our Project Management team ensures timely fulfillment of submittal requirements, often presenting qualified resumes to clients within one to two business days through our center of excellence (COE). Employee Management: Our unique "Employee Relations Team' supports processes for managing and maintaining excellent employee relations and retention, ensuring motivated employees deliver their best efforts to our clients through our dynamic retention plan. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 11 j P A G E Sam sm-74. DA pennsytvania Mnr.,.M.a Use of Technology: Optimuss employs an in-house applicant tracking system to streamline and automate the staffing process. This system facilitates progress tracking of client requisitions, identifies available employees for reassignment, and interfaces with job boards such as Monster, LinkedIn, and Career Builder. Continuous Improvement and Best Industry Practices: We actively innovate and strategize to adapt to changing landscapes in the staffing industry, ensuring we always provide best -in -class services to our clients. Performance Monitoring: At the onset of each contract, we establish performance metrics with clients and track performance through mutually agreed automated metrics. Any deviations are immediately escalated for resolution. Productivity Tools: We offer electronic suite tools to increase the efficiency of ordering, timekeeping, and reporting processes, providing analytics to identify areas for improvement and enhance contract efficiency. Turnaround Time: Optimuss maintains a turnaround time of 24-48 hours per candidate, facilitated by our domain -specific recruiters and access to electronic resume bulletin boards and our candidate pool. Resume Database and Domain -Specified Staffing Teams: Our extensive resume database comprises over 450,000 highly proficient candidates, enabling us to provide qualified resumes within 6 - 48 hours as per client requirements. Sourcing Methodologies: Our sourcing methodologies are client tailored optimized with latest industry practices and years of experience which ensures a diverse pool of qualified candidates, leveraging industry experience, national -level relationships, and access to a comprehensive candidate database. Replacement Process: We assure timely staff replacement in cases of unsatisfactory performance, disruptive behavior, ill health, or other reasons affecting assigned tasks. Additional Benefits: Our best practices offer additional benefits to clients, including improved candidate quality, reduced cycle times, increased end-user satisfaction, consistent cost savings, impeccable legal compliance, and mitigation of co -employment risks. Client Testimonials: "Optimuss Inc. consistently demonstrates a commitment to excellence that is unparalleled. Their attention to detail, professionalism, and unwavering dedication to delivering the highest quality of service have not only met but exceeded our expectations. What sets Optimuss Inc. apart is their ability to listen attentively to our unique needs and tailor their solutions accordingly. They have a deep understanding ofour industry and a remarkable knack for anticipating challenges before they arise, ensuring a seamless and efficient service every time. - Director of Human Resources "The results speak for themselves. Thanks to Optimuss Inc., we have not only achieved our goals but have consistently surpassed them. Their work has had a transformative impact on our operations, and we have seen a remarkable increase in efficiency, customer satisfaction, and overall success. Their team is not just a vendor; they are true partners who are responsive, communicative, and dedicated to oursuccess. Every interaction with them is a positive and productive experience." - MSP Program Manager "I wholeheartedly recommend Optimuss Inc. to anyone seeking superior services. They are a vendor of the highest integrity, skill, and dedication. It's rare to find a vendor that consistentlygoes above and beyond expectations, and Optimuss Inc. is, without a doubt one of those exceptional companies. We look forward to continuing our partnership and achieving even greater heights together." - Procurement Director RESPONSE PROPOSAL I I CITY OF ROSEMEAD 12 1 PAGE �� � ..,..� � +uas+w<teus�ssMASON tr.wnw,trs Optimuss Optimuss Inc. has over a decade of continuous active participation in the applicable industry, ensuring our expertise and reliability in delivering exceptional results. Below is our past experience indicating our capability to provide services to the Client through our years of experience, learning, and adaptability: Client Name: Kansas Department of Administration Direct Kansas Department of Administration Client Name: USDA USDA services Client Name: Navy Union (NFCU) services Client Name: Commonwealth of Vi r 'nia - Department of state RESPONSE PROPOSAL I I CITY OF ROSEMEAD 13 1 PAGE Sam a is W.7Spennsylvk.ft[1u�Clrf PSRr INC:u5104 • v� �;.v a •.'qf cc rmwr. n'mti Client Name: The state of Florida - Department of Management services IMNA6EMENT SERVICES services Client Name: Deloitte Deloitte RamcoTek Client Name: State of Tennessee IRRIEW RamcoTek Consult ry staffine services Optimuss Client NaM'osition) RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 14 1 PAGE W® pennsylvarria Name: State of Washin on - De artment of Enterprise Services DES Client Name: Atrium Health I #b Atrium Health Registered Nurse, Practical Nurse, Med Tech, Lead Med Tech, X-ray Technologist, Physical Therapist, Certified Nursing Assistant, MRI Tech, Dia¢nostic Medical Sonoeraohec Radiol0¢vTechnnlnoiat Client Name: Centura Health Centura Ongoing Through Blue Sapphire inc Permanent staffing services Registered Nurse, Practical Nurse, Med Tech, Lead Med Tech, X-ray Technologist, Physical Therapist, Certified Nursing Assistant, MRI Tech, Diagnostic Medical Sonographer, Radiology Technologist 10 RESPONSE PROPOSAL 11 CITY OF ROSEMEAD IS I P A G E SHAD EEpennsylvarna (l n?imucs RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 16 t' . '.-. . SM SI3r�1 SVIFIIA:. DB j9Pennsylvania REFERENCES REFERENCESI Meritore Technologies LLC Kumar Konduru 703-314-4388 kumar@meritore.com $179,060.00 11/22 -12/23 Temporary staffing services RESPONSE PROPOSAL II CITY OF ROSEMEAD 17 1 PAGE Slim B „opennsylvania M"'._ .. 1._ OpTmiuss WORK PLAN Present a well -conceived service plan. This section of the proposal shall establish the Firm's understanding of the City's objectives and work requirements and the Firm's ability to satisfy those objectives and requirements. Describe the proposed approach for addressing the required service, outlining the approach that would be undertaken in providing the requested services. Include a timetable for transition to full operation. Describe related service experience by both the Firm and any subcontractors in similar work. Please describe the role, extent of services (number of people used or saved, engagement duration, and contract value). Response: OPTIMUSS'S UNDERSTANDING OF THE CITY'S OBIECTIVES AND WORK REQUIREMENTS Optimuss Inc. fully understands the City of Rosemead's objectives in seeking a qualified vendor to provide expert consulting services for the management and enhancement of its Information Technology (IT) infrastructure. The city aims to ensure the effectiveness, security, and reliability of its IT systems while minimizing downtime and providing efficient support to City staff and operations. The city is looking for a consultant who can: 1. Maintain and improve the overall IT infrastructure, ensuring seamless operations across its various sites and services. 2. Provide exceptional support in key areas, such as network administration, backup management, security, Help Desk services, desktop support, software integration, and technical consulting for future IT projects and budgeting. 3. Collaborate effectively with City staff to ensure that all IT solutions are implemented efficiently, without disruption to City services. Our implementation and work plan, which we will use for position mentioned by the City of Rosemead in the RFP. Our approach involves a detailed analysis of requirements, strategic resource allocation, and structured project management to ensure timely and efficient delivery. We will provide skilled professional with relevant expertise to meet City's needs. Our commitment to quality and excellence ensures that we deliver solutions that will align with the City's goals and standards. Below is our approach methodology through which we intend to provide quality deliverable to City of Rosemead, provided by the opportunity as follows: Below is our reactive recruitment process through which we will be providing the requested consultants that will be a right fit for the CLIENT's requirements as follows: Project Management Model Delivery Manager L 1 _ ft<, -Iv Lead Recrwters� i Lead Recrurtee i ffLL�Z©Z©^^J/ LeW R�ttYlltl7"A RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 18 1 PAGE SBA5 ,p' gE Pennsylvania mss. nptimuss Recruiting Team - Experience & Responsibilities: Titles Experience Role and Responsibilities :Job Recruitment 10+ Years • Key person for managing staffing needs of the client requisitions. Manager . Ensuring and tracking thestaffing requirements of the client . Setting up a milestone for each activity to complete the client submitta within24 hours. . Training and skill enhancements to existing & new recruiters on th client's staffing requirements. . Arranging & managing interview schedules between the client consultants. . Managing day-to-day recruitment activities on clients account . Quality Check . Scrutinize candidates based on client culture and technical needs. . Deliver Candidate - On-boarding• Recruitment Lead 5+ Years . Led the team of Recruiters for client contracts in the fields of Information Technology, Administrative and Clerical, Accountin and Finance, Healthcare, Light Industrial, and Office Managemen support . Evaluate and implement recruiting strategies, including jot Advertising, Niche Skill Postings, utilization of staffing tools, an headhunting. . Partner with Accounts Managers to evaluate Skills and experienc needed forCurrent openings and successfully fulfill the recruitin needs of clients by providing excellent resources on time. . Own and drive the recruiting process including excellent Portal Searc on Dice, Monster, Career Builder, Internal Database as well a Linkedln Searchand advertising techniques. . Screen the candidates submitted by the recruitment team. . Arranging interviews or tests using internal expert team members. . Quality Check . Scrutinize candidates based on client culture and technical needs. . Deliver Candidate -On-boarding . Maintaining a proactive pool of candidates ready to be deployed fo r. Recruiter 2+Years vacancies posted by the client . Preparing job Descriptions for posting on the job sites & sendin them to Optimuss'sinternal staff. . Search suitable candidates using: o Candidate Database (Internal Database- US-Recruit, indeed Monster,CareerBuilder, Linkedln) o Send job requirements to the consultant's network in an interna database. . Evaluating softskills, interpersonal skills & team qualities. . Submitting qualified resumes to the Recruitment Manager. . Assist other recruiters in sourcing and identifying new candidate as per client's needs. . Scrutinize candidates based on client culture and technical needs RESPONSE PROPOSAL I I CITY OF ROSEMEAD 19 1 PAGE pwrisylvania �i: � R,.Hceuro OF.'l PSIIv.IM:IfS�]� Fug Y .nmN ;yq y,µ I RLh:NK$ [{RAiIF"IY`. Specialist 0-2 Years 0-1 Year • Analyze position specifications from clients and search requirements. • Generate a high-quality pipeline of candidates who are the best mat for thejob orders received from clients through active ongoii sourcing. • Source active candidates through research, social networking, ai internaldMw • Source passive candidates through Referrals and other differe methodssuch as job fairs etc. • Screen candidates for basic qualifications, availability, interest lev salaryrange, and relocation needs. • Communicate and cooperate with vendors. • Work with Sr. recruiter and other recruiters to generate ideas,levera, resources, and share information that creates an effective sear process. • Gather an_d prepare all the • Generate pipeline and a research. needed flow through conducting • Act as a search expertforafunctionalarea byunderstandingjunct hiringneeds, position specifications, and search requirements. • Source active candidates from online and internal databases. • Source passive candidates through networking and complex int searches. • Screen candidates to understand both their interest level and reh experience. • Communicate and cooperate with vendors. • Partner with recruiters to generate ideas, leverage resources, Optimuss Candidate Pool We have an in-house pool of 627,829 candidates available for various entities and industries across the USA which is growing every day as we mentioned. Out of those we have 18,225 candidates who are local to the state of California. These candidates are from various domains and industries like information technology, financial, clerical, administrative, medical, allied and others. We at Optimuss have industry professionals who have more than 10+ years of experience in the industry and have been successfully able to provide service to large government entities and Fortune 500 companies and have been accredited with a dynamic understanding of the client's requirements and leadership approach which enable us to have the capability to deliver quality deliverables to our client in a prompt manner. We have developed a 12 -step recruitment approach which is clearly defined and tailored according to our client's requirements along with adaptation to knowledge and learnings by working on our varied clientele over the years as follows: To ensure we have sufficient professionals available, Optimuss will maintain a customized pipeline of candidates specific to the needs of the Client. Our account managers will work to build relationships with the Client's key stakeholders so that they are aware of potential upcoming needs. They will also monitor all of the Client's requests for professionals to understand what skillsets are most commonly needed by those agencies. This information will be transmitted to our recruiting teams so that they can source candidates that will be a good fit for them. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 20 1 P A G E pennsylvan SBS SWkMz?.,_ DeE# (�KAMMUVOW(VeL �i°u•"°'°"m°'° s° Optimuss .xoswismntsswarur:m� Optimuss's recruiters source its candidates from job portals which include Dice, indeed, CareerBuilder, and Monster. Optimuss also fully utilizes the sourcing capabilities of Linkedln (via LinkedIn Recruiter Lite) which is a popular Job board and social media platform for professionals. Optimuss's recruiters are well versed in sourcing and recruiting candidates from non-traditional platforms, which include social media platforms (Twitter, Facebook, and Instagram), job fairs, Boolean Searches, Referrals (Optimuss offers an attractive referral bonus that encourages more referrals) and professional events (Joining and Hosting). 5WW Maar rlrlor•r i Building a pipeline allows us to submit the best -fit candidate almost immediately, thereby reducing the time it takes to have a candidate onsite and working. Using this pipeline approach, Optimuss has developed a target of submitting a candidate to the Client within 24 hours of receiving a request. Optimuss's recruiting teams will use their knowledge to constantly search for professionals with key skills for the Client and add to our candidate database, which up till now contains over 4,50,000 potential candidates and 278,786 pre -qualified candidates all over the U.S. Many of the candidates present in this database are pre-screened, which can assist the agencies by markedly reducing the amount of time managers must spend in the hiring process. By providing pre-screened resources that have already been assessed for skills and professional qualities the hiring manager can do a brief interview and feel confident that if they choose to hire a candidate, they will receive a resource of an acceptable standard. Client -Centric Model: Optimuss currently has a dedicated core team to support any customers consisting of an Executive Sponsor, Program Manager, client team, Operations Team Recruitment team, Employee Relations, and back-office support teams. Scalable Recruiting Model: We have pioneered a scalable recruiting model to enable us to scale our recruiting bandwidth rapidly to manage the demand spikes. The scalable recruiting model consists of the following teams in addition to the dedicated core Caterpillar engagement team that allows it to be nimble and scalable: • Proactive Recruitment Team: This is a horizontal team that spans all of Optimuss's accounts and focuses on the proactive pipelining of resources by skills, region, and job roles. • Reactive Recruitment Team: This is a team of recruiters who handle demand spikes across Optimuss's accounts daily. There are two categories of resources in this group: • Back Up Recruitment Team: These are additional resources belonging to the client -centric teams who are deployed to service task force requirements based on the client demand ebbs and flows enabling us to cater dynamic flow of requirements from our client. Skillset sourcing model: Optimuss's applicant database holds over 550,000 active resumes that are refreshed regularly. These resumes are organized and tracked by skill, location & domain and form the basis for our Skillset-based sourcing model. Each Sldllset team consists of experienced recruiters and recruiting leads with hands-on experience and a good understanding of the skills. Their skills are continuously upgraded with the nuances of the technologies within each technology tower. This enables them to source and screen candidates more effectively. Flexi-Pool: Optimuss will identify a soft resource pool of 10-15% of the peak engagement team in a Flexi-Pool model to effectively handle demand -supply "slack". This resource pool will have been quality checked for fitment into the engagement and would have their background checks completed from the RESPONSE PROPOSAL I I CITY OF ROSEMEAD 21 I P A G E OWN SM S j� Pennsylvania Optimuss Customer's compliance perspective, to ensure rapid onboarding. The typical features of the Flexi-Pool model are: ® The core team stays constant and houses the core expertise relevant to the engagement. M It is supplemented by a scalable "shared/variable' resource pool of technical resources who can be on -boarded and off -boarded within a short notice period. 1. Requisition update and initiation As soon as the requisition is received from the client, Our Account manager updates the requisition in our Manatal Applicant tracking system (ATS), through which our dedicated account manager and respective authorities keep track of the status of the Client requisition and provide updates to the client accordingly. 2. Understanding the client's requisition When it comes to recruitment, the first and foremost aspect that we focus on is providing the right candidate for our client's requirements. For providing a right fit candidate, understanding the client's requirements is one of the most important factors of recruitment that we consider. For this, our dedicated account manager, SME, and Delivery manager assess the requirements with the below - mentioned points of consideration: • Industry • Sector • Relevant Experience • Skills • Understanding of the scope of work • Grit to perform the requested scope of services. • Certification • Education • Location • Interpersonal skills • Client budget • Project scope & Deliverables required From the above points of consideration, we understand the client's requirement and assess and analyze our internal databases, resources, knowledge, professionals, tools, and methodology which can be implemented to ensure a good fit candidate is provided to the client in a timely manner. 3. Sourcing Getting the candidates for the requisition/s is the first step towards finding a good fit candidate. At Optimuss, we have created multiple sourcing channels, which enable us to have vast access to a diverse pool of candidates which enable us to source effectively for the Client's requirement with dynamic specifications as well. Below are our multiple channels of sourcing which we utilize to source the candidates for the client's requirements as follows: RESPONSE PROPOSAL I I CITY OF ROSEMEAD 22 1 P A G E ►7JOf� . :'1" rOB ss/rwaavtvrtaann• •'��"�'� � �!. T ANJ SMKL&WI•%Wb1�MtIES • Job boards • Job Portals like Linkedln, Monster, indeed, dice, etc. • Skill Communities • GitHub for IT professionals • Inhouse Candidate Pool Optlm U58 • Tie-ups with local staffing vendors • Prescreened candidates • Social media platforms Facebook, Twitter, etc. • Referrals • Inhouse candidates on other Client Projects Thus, through our above sourcing channels, we ensure that we have a sufficient sourcing database available to our experienced recruitment team, which enables us to quickly find candidates for our clients in a timely manner. 4. Pre-screening After a thorough understanding of the client requirements, our dedicated recruiters with their niche skills are assigned based on the requisition location and technical specification. Pre-screening is conducted via chat & and audio/video calls and the following points are taken into consideration during prescreening as follows: • Candidate Profile in terms of successful execution of the contract • Candidate skills i.e., whether they are relevant to client requirements. • Relevant client experience. • Preliminary discussion of the Job profile • Candidate willingness for the work location and Work mode. Discussion of the pay rate & and benefits • Candidates understanding of the roles and responsibilities along with willingness for the job profile. S. Screening: In order to have the right fit candidate, our recruitment team starts screening the candidates based on the task order provided by our client. All the major points of consideration are taken into consideration which are mentioned in the task order provided by our client as well others like: • Candidate's current and past Positions and Job • Candidate's acceptance of the pay rate as per the Titles Client's Budget • Candidate's relevant Skills & Certification • Candidate's understanding of the scope of work. • Candidate's Education • Candidate's willingness for the Job role. • Candidate's Relevant experience • Candidate's interpersonal skills. • Candidate acceptance of the Work Location • Candidate recommendations and awards. There are multiple screening modes and methods that we use for consideration of the candidature for our client requirements of the candidates as follows: Optimuss Must Have Matrix: Optimuss has a robust vetting and selection process of personnel before assigning them to any project or position and this process starts from resume qualification. Whenever any requirement is received from the client, the Account Manager discuss the Job description with the Recruitment manager prepare the draft for internal recruitment purpose and sets candidate evaluation criteria based on job requirements. The purpose of evaluation criteria is to identify whether the applicant is eligible to work on a particular project or not. For the evaluation purpose recruitment officials set up a framework of certain "Must Have' according to the job requirement. Screening at Optimuss initiates with the Resume evaluation. Whenever any Requirement is open our Recruitment Team follows a comprehensive approach to source the best resumes for the positions and evaluate the resumes by following the key elements and snapshot of Resume evaluation is given below. Resume organization: RESPONSE PROPOSAL I I CITY OF ROSEMEAD 23 1 PAGE SEW pennsylvania Optimuss • Is the resume presented professionally? • Is the information organized clearly and logically? Dates of Employment: • Is the resume up to date? • Does the personnel currently have a job or project? • What is the length of each job or project held? • Are there substantial gaps in the time between jobs? Experience: • What is the nature of the overall length of candidates' projects? • Are there any explanations of previous projects and associated responsibilities? • Did the candidate have experience in a particular industry, domain, tool, and platform (if required)? • Did the candidate have use of all skills in previous/recent jobs that were requested by the client? • Is there any Considerable carrier shift to or from the requested job profile? Education and Certification: • Does the candidate have the requested education or degree? • Does the candidate have requested certification? • Does the candidate have the requested license? In -Person Meet/Video calls/calls After preliminary screening and assessment, we schedule an in-person meeting/video call/phone call/s with the candidate/s to know more about the candidate's experience, skills, understanding as well as his/her expectations for the proposed job role. Skills Testing We conduct skills testing for the candidates through various methods like online skill testing tools and our in-house SMEs for checking the reality of the skills proficiency mentioned by the candidates in their resumes. Experience, Education, certification & Reference credentials check After the prescreening and screening process, we make an initial general background check of the experience, education & and certificate credentials, as well as a reference check mentioned by the candidate by coordination with the relevant authorities, portals, and social media profiles. 6. Final screening Once all the assessment is completed, our dedicated recruitment managers and account managers conduct a final call with the candidates, to confirm the candidate's willingness and acceptance of the task order and points of consideration such as the pay rate, work location, work mode, benefits, work timings, etc. All the relevant documents and the candidate's resume are requested through email which are required by the client for consideration of her/his candidature. To avoid multiple representations of the candidate to our client, we request the candidate to provide the right to represent and pay rate confirmation to avoid miscommunication and clear nervousness of the candidate regarding the profile or the pay. 7. Candidates Submission RESPONSE PROPOSAL i i CITY OF ROSEMEAD 24 j P A G E DAB mnsylvalli2 �.suamvcasm.uaienw C)r _imus Once the candidate has cleared our 3 -step screening process, our account manager submits the candidature to our client along with the summary explaining why the candidate is a good fit for the requirement. 8. Scheduling Client Interview After submitting the candidatures to the client, the client POCs provide an interview request or further request for the candidates. If a further request for a candidate is received, we evaluate and go through the above process again based on the feedback received from the client. For the interview request, our account manager coordinates with the candidate based on the client's interview mode and time slots provided by the client as well as provides the client with the candidate's confirmation if the same. 9. Offer Release and Acceptance confirmation. After the interview, If the client provides the confirmation of the candidate/s selection for the profile. Based on the confirmation, our account manager coordinates with the candidate and provides her/him with the offer letter. Once the candidate has accepted the offer for the position and confirms the date of joining, we provide the candidate confirmation of the offer to the client. 10. Final Background checks and drug tests. After the acceptance of the offer letter from the client by the candidate, our employee relations team coordinates with the candidate and initiates the background check and drug test procedure as per the client's specifications. Optimuss has a robust process to conduct background checks of all employees who are successfully placed at client locations. We provide our clients with a flexible option of background screening options, allowing us to meet a wide variety of screening requirements. We also share a copy of the background check for each candidate with the client during onboarding. Optimuss has a well-defined and documented Background Check Policy. Under this policy, depending upon the clients requirement, candidates will be subjected to compulsory pre-employment background checks. Background Checks for temporary employees are conducted by our Employee care (HR) department and the results are stored in a secured centralized location on our internal server with restricted access. Background checks are conducted before hiring the employee and are repeated annually. Charges for such verifications will not be billed to the client: Optimuss recommends below mentioned background screening package which includes: • National criminal database search • TRUSST (Multi -County SSN verification, AKAs, aliases, and alternate address trace) • 7 -year county felony and misdemeanor records checking all counties of residence. • Global terrorist watch list search We also have a subscription with "Hire Right LLC" that allows us to conduct the background check for all potential employees, our basic background check includes: • Criminal Record Search • Drug Test • Professional Certifications and License verification • Driving Record Background Checks. • Education Verification • Employment Verification • Sexual Offender Database Search RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 2S j PAGE j pennsylvania SiNM Z E 7� • Social Security Trace Search • Fingerprint testing n( nr-muss 11.0nboarding • The onboarding of the consultant is initiated with the confirmation of the clearance of the background checks and drug test results. • Initial orientation of the candidate is done as per our HR guidelines by our employee relation team which includes introduction to the client, Optimuss policies, code of conduct, rules and regulations, and safety policies that need to be followed by the consultant while working for the client. • Assurance and clarification are provided to the candidate regarding any queries or points of concern for the job profile if any, code of conduct, or any other queries. • Orientation also includes completion of all the documentation and enrollment in the timesheet reporting system of Optimuss or the client -requested system for payroll processing. 12. Employee Care Retention and contract completion are the most important factors that we consider as important factors for any client requirement so that all the projects and responsibilities assigned to the consultant are completed for the client with quality deliverables in a timely manner. Below are our implementation policies for retention: Market Driven Internal Equity Optimuss's retention approach promotes an environment that values, motivates, and stimulates employees as demonstrated by our <2% attrition rate. As a critical metric for retention, OPTIMUSS utilizes various methods and techniques to mitigate the reduction and elimination of turnover in the organization as illustrated in the Table below: Method iOutcome iand Elimination Employee assessments INTANGIBLES Employees benefit from behavioral, cognitive, Service Awards skills -based, and interest assessments WARIABLE PAY Career Training person; Lack of growth and 44D1K options Development advancement opDortunities requirements Employee Referrals Training Empower employees to share their input to Bonuses influence corporate decisions positively Team building -- BENEFITS PACKAGE Encourages collaboration, trust, and teamwork coworkers and managers ' Health Welfares Lack of growth and advancement Allows employee to develop specific Survivor Benefits opportunities competencies and enhance their career track ASE PAY Retirement Merit Based Market Driven Internal Equity Optimuss's retention approach promotes an environment that values, motivates, and stimulates employees as demonstrated by our <2% attrition rate. As a critical metric for retention, OPTIMUSS utilizes various methods and techniques to mitigate the reduction and elimination of turnover in the organization as illustrated in the Table below: Method iOutcome iand Elimination Employee assessments A mismatch between the job and Employees benefit from behavioral, cognitive, person skills -based, and interest assessments A mismatch between the job and Enables employees to achieve their career goals Training person; Lack of growth and and ensure they understand their job advancement opDortunities requirements Employee surveys Lack of employee voice Empower employees to share their input to influence corporate decisions positively Team building Lack of trust and confidence in Encourages collaboration, trust, and teamwork coworkers and managers Lack of growth and advancement Allows employee to develop specific Mentoring opportunities competencies and enhance their career track RESPONSE PROPOSAL j j CITY OF ROSEMEAD 26 1 PAGE �p,y � p2111�11allja ►lar :.:� ' B o pmt o tvall nusnw -.w... M04wlBU9r8S60R0inW>'FS } 1. Establishes the values and mission of integrity, Culture Work/life imbalance excellence, attitude, respect, commitment, and teamwork Retention and motivation are dependent upon a combination of factors including salaries/benefits, incentives/bonuses, performance recognition, and career/educational development OPTIMUSS recognizes that most employees appreciate an employer who respects them as an asset and regards their efforts as important to the company. We provide robust employee growth, compensation, and benefits packages to encourage long-term relationships and keep position turnover rates low. Once Optimuss's temporary personnel are on assignment, we understand they become an important part of our client's business operations, so we strive to maximize retention. Optimuss's high -touch approach to employee retention encompasses all levels of the team, creating an environment for growth, recognition, and individual development. Through a variety of programs, our goal is to have our team love their job and be properly rewarded for doing great things, minimizing attrition. As such, Optimuss offers a strong retention program that includes, but is not limited, to the following: • Welcoming onboarding experience and teambuilding activities • 360° Customer Service Plan • Training and development opportunities • Performance and retention -based bonuses Optimuss's steps to maximize retention include creating an onboarding experience that makes every new personnel to Optimuss feel like part of the team immediately. Throughout the assignment, we offer team -building activities and visible recognition for completed work Optimuss's management also completes timely reviews that are linked to performance rewards. Our 360° Customer Service plan ensures we provide the very best customer service and proactively prepare for any challenges our personnel may encounter. Additionally, we focus on professional development as an asset to manage and minimize attrition. Thus, Optimuss offers our personnel Boot Camps, functional training, technical training, and management training, often at no additional cost to the personnel. Optimuss understands the importance of incentives to retain resources. E.g., Optimuss offers additional benefits other than what was offered at the time of hire like performance bonuses, paid trips, gifts, and retention -based bonuses to our resources to further maximize retention. Lead time to Eet an emulovee readv to work: Description Requisition - Submission of Resumes Response Time 12 - 48 Hours Scheduling Interviews Within 24 Hours Offer received - Consultants On -boarding 2 - 6 Weeks (As per the Client's background check requirements) Escalations & Issues 12 - 48 Hours Toical Personnel Assigned: Optimuss would assign a dedicated Account Manager who will be the sole point of contact for the Client. Apart from this, there will be a team of dedicated Delivery/Recruiters, HR, and Employee Assistant teams assigned to this contract. Description Response Entails 1- 4 Hours Calls Immediate Virtual Meetings Upon the Client's request In-person Meetings Quarterly as per the Client's POC's availability) Optimuss's Supervising Plan: RESPONSE PROPOSAL I I CITY OF ROSEMEAD 27 1 P A G E '151, iffipennsylvania M.P•.r'- - ® b.. u•. ,.� TIES C)ptimuss Optimuss's Account Managers supervise the assigned staff regularly. They keep track of all Temporary Performance, Behavior, Appearance, Attitude, Absenteeism, Lateness, etc. Appearance, Attitude, Absenteeism, and Lateness All Optimuss's temporary personnel are advised to keep in mind that they are representatives of our firm. When reporting to each assignment, they are sure to be on time. If they cannot report to work, then call their Reporting Manager & Account Manager immediately. If they are going to be late, always let us know so that we can advise the client facility. All communications must be through Optimuss, Inc. While at the client facility, they are advised to maintain a pleasant, courteous, and positive attitude, and always look their best. Emergencies As an employee of Optimuss, they are covered under the laws of Social Security, Workers' Compensation, and Unemployment Insurance. If there is ever a medical emergency, accident, or injury sustained while on the job, they are advised to be sure to report it directly and immediately to their Account Manager. Getting Paid One payroll check is issued bi-weekly. Temps will be paid for all approved hours. This excludes meal breaks. Any overtime hours must be approved by their Reporting Manager in advance. We will deduct only mandatory income taxes, social security, and other City, state, and federal deductions as required by law. Temps are advised to use only one timesheet for each assignment during a week. For example, if they work two days at one facility and three days at another, they will need to have two completed, approved, and signed timesheets, i.e. one for each client facility. To be paid in a timely fashion, their signed and approved timesheet must be turned in by our specific deadlines. They are advised to ask their Reporting Manager for specific instructions relating to their location deadlines. Their check will be mailed or if opted for direct bank payments, the amount will be credited to their bank account. Rules While on Assignm n Orientation Orientation requirements and reimbursement vary according to each client. Some require that our temps read and study their Orientation Guidelines in our office before their first assignment. Included will be an acknowledgment form for them to sign, attesting that they have read and understood the material. This form must be brought with them at the time of their first assignment. Our Account Manager will explain the process to them. Other Client facilities will require them to attend their orientation program at the Client's site. Identification and Attire Most Client facilities require an Agency ID badge or facility ID badge to be worn while on assignment. If our temp has not received their ID badge by the time of their first shift, they are advised to bring another form of photo identification with them to the facility. Unless otherwise informed, their attire shall consist of a clean, neat, standard uniform. Their uniform should always follow the dress code for that facility. If they are unsure of what to wear, they are advised to ask their Reporting Manager or Account Manager. Shift Time and Breaks Shift times and breaks vary according to the policies of each client. They will be advised of all shift times and breaks. If they are expected to work additional time, they are advised to notify their Reporting Manager immediately. The Reporting Manager will either relieve them or authorize additional time. Any RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 281 PAGE �� t�pennsylvania SBaI _ s n ; . M��PUWd - � Flfa ta4 `.• \. C)ntimi.is,. additional time will be paid only if authorized by the Reporting Manager via a signature on their timesheet and according to as mentioned in the Contract Document. Compliance While the onboarding process is completed the recruiter alerts our compliance department of the new contractor. The compliance team ensures that all employment paperwork is in order and double-checks that all compliance requirements have been met This portion of our process is fully customizable based on the Client's needs. Our back-office team has extensive experience implementing unique requirements and will ensure that any specialized needs the Client has will be met and complied with by our recruiting teams. Oua►i�Control Plan: Optimuss provides unique value additions in providing services to our customers. One of the unique value additions is us Client -Centric Model: Optimuss currently has a dedicated core team to support any customers consisting of an Executive Sponsor, Program Manager, client team, Operations Team Recruitment team, Employee Relations, and back-office support teams. As part of our Client Centric Model, each dedicated team is designed based on the customer's inputs which helps us ensure that we meet our internal as well as customer quality Standards. Our Data Analyst team shares weekly, monthly, and quarterly reports and scorecards with the Account Manager and the Account Manager shares this data with the client. The scorecard has the following information: • No. of Requirements received • No. of Submissions (Minimum 90% coverage) • Response Time (Ideally 6-8 Hours. 48 Hours max TAT) • No. of Interviews received • No. of Selections / Offers • No. of Hires / Start • Sub Tier Utilization Ratio (Max 20% of Account's total Headcount) Our Account Managers review the above data with the team to ensure that we meet Optimuss's and Clients 'SLAB. Moreover, we also gather feedback from our clients regularly to understand if our performance has been to and above expectations. Optimuss's Account Managers are responsible for learning their clients' technical and professional environments while our Recruiters are dedicated to finding the quality candidates our customers require by utilizing the five-step screening process. This separation of client -focused Account Managers and candidate -focused Recruiters allows us to offer our clients a single point of contact who is available 240. The same is true for our contractors who have their Recruiter as their single point of contact for any needs they may have. By separating our focus and allowing our Account Managers to solely focus on the client and our Recruiters to solely focus on our contractors, we can add value in the form of customer satisfaction and contractor retention. Our (ER) Employee Relationship Executives are engaged with consultants regularly for their needs. ER ensures the work is accomplished on time, in Budget, and meets quantity and quality standards and schedules meetings for respective consultants with Account Managers on the below schedule. We follow the below -mentioned process to make sure that our client receives the requested services: RESPONSE PROPOSAL I I CITY OF ROSEMEAD 29 1 PAGE CE Pennsylvania $MFAA _ Cent -,muss Pelfi2r7nance meeting 1: After completion of 1 month of providing services, we schedule a performance meeting with the candidate and the client to evaluate the performance of the candidate and we discuss multiple points which include but are not limited to the following: 1) Challenges and successes 2) Ideas for development/action plan 3) Actions to be taken for upcoming goals *After completion of 1 month •After completion of 2 months •After completion of 3 months Goal meeting 1: We schedule a Goal meeting with the candidate and client to evaluate "Do we have achieved the targeted goal or are we going in the right direction to achieve the goal?" after the completion of 2 months of providing services. Performance meeting 2: After completion of 3 months of providing services, we schedule a performance meeting with the candidate and the client to evaluate the performance of the candidate & status of the targeted goals. We discuss multiple points which include but are not limited to the following: 1) New challenges and successes 2) Do we have achieved our targeted goal? 3) New ideas for development/action plan 4) Actions to be taken for upcoming goals Day-to-day management of the staff will be the responsibility of our Account Manager and designated functional managers. Optimuss will provide a dedicated account manager for the Client. Our account manager will be coordinating with the staff's respective organizational chain of command for performance evaluations, performance issues and recognition, promotions, and disciplinary actions. This process will include Tracking Staff Performance and Quality Assurance Standards. Notifications and resolution of job performance problems will be made by the Account manager & higher authority and decisions will be taken as per the situation. IMMn nMn i Manual Timesheets Process: Optimuss offers a simple timesheet process tailored to our clients. This would be manual MS Word or Excel format which would be filled by our consultant and accordingly signed & approved by the reporting manager. Optimuss accepts these timesheets preferably via email or fax. Upon the request of our client, we can implement any reporting necessary that will be included in our weekly timesheets. Electronic Timesheets Process: RESPONSE PROPOSAL I CITY OF ROSEMEAD 30 1 PAGE pennsylvania OB �optim` S� Optimuss offers an electronic suite of online tools to increase the efficiency of your ordering, timekeeping, reporting processes, and handling of your timesheets. Optimuss has built -in-house accounting software to record financial transactions and Time & Expenses, to collect/record time & attendance information. The accounting and timekeeping system ATS identifies labor hours/ costs charged as either direct or indirect for each work The timesheet information is automatically imported into the ATS and in-house Accounting System. The in-house Accounting System allows project -based accounting which includes segregation of costs by project and indirect pool. Using this Accounting System, contracts are assigned an individual project code where direct costs are accumulated. Indirect costs are identified and then allocated to the appropriate cost pool. Indirect costs are then distributed to final cost objectives based on the procedures approved by the Client. The accounting system allows for monthly status reports to be provided to the account manager to effectively manage their contract/(s). The timekeeping system groups Project Tasks as Resources to implement controls that ensure the resources are charged to only those projects for which they are assigned. In addition, Optimuss delineates direct labor charges from overhead and Paid Time Off. Ontimuss's Timesheet includes: • Automated approval workflow and email notifications. • Configurable abilities to create new work authorizations. • Appropriate access to work orders through grouping and project definitions. • Audit logs and custom reports for employee and approved activity. • Prior period corrections with required approval in the current period. • Multiple hierarchical levels of approval. • Effective procedures for labor cost accounting (cost accounting standards, contract terms) Step-by-step Process: RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 311 PAGE STEP- 1 STEP -2 STEP -3 STEP -4 Client • Enable Timesheet • Create a Start and Expense Module Email Template • Setup Hour and Expense Types Optimuss's • Set up login for • Use Start Email • Edit or Payroll Officer Timesheet Approver to provide email Override • Create Assignment with a link to the Approvals of Record for Portal and login Timesheets and Employees information Expenses • Select Timesheet • Run Reports on Approver Timesheets and • Optional: Enable Expenses Expense • Optional: Enable Additional Billing Hour Types RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 311 PAGE DBI pennsylvania Mnf,nMd Dptimil- External • Receive Portal • Review re - Timesheet Login submitted Approver • Enter Timesheets Timesheets and • Enter Expenses Expenses which • Save or Submit were previously Timesheets and Rejected Expenses for Approval Employees • Receive Portal • Receive notification Payroll Process Login of • Enter Approved/Rejected Timesheets Timesheets and •Enter Expenses Expenses • Save or submit • Resubmit Timesheets and previously Rejected Expenses for Timesheets and approval Expenses Ootimuss's Invoicing Process: We comprehend that timely payment to the staff is a very important factor for our employee's satisfaction. Optimuss has never missed out on the decided dates or time frames to make payment to our valuable employees and all Optimuss employees are aware of these arrangements. Optimuss utilizes the integration provided via Impression to download approved timesheet data into our in-house financial system. The timesheet detail is segregated by the Client Name, Purchase Order number, Line Item, and resource; this allows us to generate an invoice with as much detail and summarization as specified by each client for each Purchase Order. These invoices can be emailed directly to any specified client representative. We generate payroll weekly/biweekly/monthly and the payment to our staff is made every 7/15 days or as per the client's requirement. The payment is made through automatic transfer to the employee's account, details of which are taken at the time of hiring. The amount is calculated based on the timesheet sent to the company duly signed by the manager on the client's side. r• ' r ==- r r.• r• rr, r r !• r• • Invoices for services rendered are submitted bi-weekly for every month in which the services have been provided. • The invoice includes, at the minimum, complete details like; Project Title; Invoice number; Start and End dates of the Project; Hours billed; Each Position Title; Period covered, and Invoice total. • Optimuss attaches documents to the detailed invoice. The details are a weekly signed copy of the timesheet, after-hours approval form, Tour approval form, Expense statement, scanned copies of all receipts, and Proof of distance traveled (miles) with a printout from mapquest.com between destinations traveled. • Invoices are submitted to the address specified within the purchase order received from the clients. • An annual summary of billing will also be provided if requested by the client. • If required, Optimuss can raise the invoice on the Invoice Voucher. • A final invoice is raised after the project. • Each expense and/or disbursement is specifically identified on the invoice. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 32 1 P A G E SBM pennsytvania �` B 1. A (top -:1 -mus, r, • Payment is expected to be made within the agreed time after the invoice is submitted to the clients. Because our accounting system is built in-house and we use standardized processes built on the latest technology, our invoice issue rate is less than 0.01%. Still, Optimuss has a well-defined methodology to handle invoice issues and provide timely resolution. We understand that there may be overpayment or underpayments due to an incorrect invoice or any other reason, such as the client is not in agreement with the invoice submitted by Optimuss. For realized overpayments, we credit the difference amount to the government accountwithin 10 days. If the client and Optimuss are in disagreement over the invoice or payment made, we follow client rules and regulations for invoice issue resolution. OUtimuss's Experience in similar work: Optimuss Inc. has extensive experience in delivering services comparable to those requested by the City, supported by our robust past performance documentation and references included in our proposal. Our firm has successfully managed various projects across multiple sectors, employing a dedicated team of skilled professionals to meet client needs effectively. For instance, in a recent engagement, we provided IT staffing solutions to a government agency (State of Florida), deploying a team of 15 consultants in the current fiscal year. The overall value of this contract costs at $400 million approx. Our references attest to our ability to deliver high- quality results, ensuring the City can rely on our proven track record and commitment to excellence. All pertinent details regarding our previous engagements and the capabilities of our team are documented for your review. We are prepared to provide our complete approach to further demonstrate how we will address each of the City's objectives in detail, ensuring a seamless and highly effective service for the City of Rosemead. RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 33 1 ;' SYIk11i1 ." 1& pennsylvama 9.NFAU�L ONIPSifYIMC116ttT1 AL0'3LNL PVANEi40M1VMi:1.'t':.. STAFFING optimuss Discuss how the Firm would propose to staff the service described in ATTACHMENT B. Proposed on-site support technicians are considered key personnel and shall be identified by name, specific responsibilities, and their qualifications. Include a current resume and position description for each of the proposed support technicians. Proposed key personnel will be an important factor considered. There can be no change of key personnel once the proposal is submitted, without prior approval from the City. Response: Below is the proposed consultant resume: Joseph Rocovitz (Garden Grove, CA) Summary: • IT Systems Support Specialist with extensive experience in providing help desk, desktop, technical, network, and systems support. Skilled in monitoring and configuring VPN accounts on SonicWall and FortiGate firewalls, as well as installing and configuring various VPN client software for multiple organizations. • Experienced in resolving client backup issues and overseeing the operation of various company backup systems. Supported a Hybrid Active Directory environment, managing the creation of new user accounts and security groups as needed. • Participated in and contributed to the successful implementation of several projects. Provided support for tag printers, Zebra label printers, and both local and network office printers and copiers. Collaborated with the system team to determine printer requirements and delivered support using Printer Logic for deployment and maintenance. • Handled day-to-day maintenance and installation of physical servers, network equipment, virtual machines, messaging systems, backups, and storage infrastructure. Training: • Dell Certified Technician Certified for Desktop and Server Repair • New Horizons Technical Training Center o MCDST Microsoft Certified Desktop Support Technician o MCP Microsoft Certified Professional, • Executive 2000 Technical Training Center - CCNA Cisco Certified Network Associate Certificate of Completion • SaiSoft 2010-2019 - Certificate of Completion in the following fields, course material was provided in a 5 - week training course. System Training Courses: o Disaster Recovery for Information Technology o Microsoft Exchange Server 2012 Administration o Microsoft Server Administration o VMWare Infrastructure Administration 1 o Configuring Cisco Network Devicel o Cybersecurity Awareness Training o Cybersecurity and Ethical Hacking Training o Penetration Testing with Kali Linux Training o Information Systems Security Professional Training Professional Experience: Abtech Technologies Nov 2023 - Jul 2024 Systems Engineer (Level 2) • Monitored client systems for performance issues and addressed any tickets and calls received. • Assisted users on various software applications, hardware, and connectivity issues. • Provided Level 2 support for clients and assisted Level support with their tickets as needed. • Created new user and mail account in Azure and Microsoft 365 when requested. • Performed exchange migration on prim exchange to Microsoft 365 cloud using BitTitan and Microsoft 365 tools. • Resolved client backup issues and monitored various company backup systems. • Worked on several network projects updating firewall firmware and applying security patches when required. RESPONSE PROPOSAL I CITY OF ROSEMEAD 34 1 P A G E SNF :A B� pennsytvania _,Nl , t�SSOi•O.TMM OptimusS • Provided client support updating their DMARC, adding A records, and working with the clients' hosting companies. • Monitored and configured VPN accounts on SonicWall, and FortiGate firewalls. Installed and configured various VPN client software packages for different companies. • Applied server patches and quarterly firmware updates on switches and routers. • Supported the client company and home ISP connections and worked directly with the ISP when needed. • Worked with team members to meet or exceed customer expectations. • Provided on call support for critical issues. • Used various systems such as Datto, Autotask, IT Glue to manage the user request and ticket issues. • Provided a professional and caring interaction with our customers at all times. Greenberg Gross LLP, Costa Mesa, CA ]un 2022 - Oct 2023 IT Support Specialist • Provided Level 1 & 2 technical support for 4locations in the US. Worked alongside the CTO and MSP to provide a high level of customer service and support. • Supported the following core applications; VMWare, DUO, Mimecast, Azure, Microsoft Office 365 Business, Smart Deploy, iManage, Sentinel One, and Zoom. • Projects I worked on; Microsoft Office migration, Zoom phone system upgrade, cabling, switches, and access point • installations. • Provided user support in iManage and in addition was responsible for setting up new client accounts and creating folders and permission on the file server. • Worked directly with the partners and attorneys always providing white glove service. I was responsible for setting up the audio and video equipment needed for all Depositions, and Mediation at the firm or off-site before the trials would start • Oversaw imaging and deploying new Laptops and Desktops utilizing Smart Deploy and PDQ. • Supported a Hybrid Active Directory environment and was responsible for creating new user accounts and security groups if needed. • Worked with vendors directly placing orders and scheduling replacement hardware if required. • Responsible for performing forensic and data recovery for the firm's client devices for trials using various applications and manual data discovery. • Strong analytical and problem -solving skills with the ability to quickly adapt to changing schedules and priorities. Reliance Steel & Aluminum Co, Anaheim, CA Feb 2022 - May 2022 IT Support Analyst 11 • Provided Level 1 & 2 technical support for 315 locations in the US and internationally. Worked with 8 other technical support analysts, always providing a high level of customer service and support Participated in and implemented several projects. • Delivered a strong level of customer support for all divisions within the organization. • Provided strong analytical and problem -solving skills with the ability to quickly adapt to changing schedules and priorities. • Core applications supported - VMware Horizons, Citrix Workspace. The main shared applications were ERP systems such as Eniteo, Estel, Metal Traq, AIX, and Microsoft Office 0365 Enterprise. Reliance staff worked primarily remotely and Hybrid. • Supported tag, zebra label, and local and network office printers and copiers. Worked with the system team to identify the printers needed at the location and provided printer support on the existing equipment This was achieved using Printer Logic to deploy the printers. • Supported various mobile devices and applications used throughout the corporation such as Intone, VMware Horizon, OKfA, Microsoft 365 Enterprise, and Dayforce. • Provided support for OneDrive, BOX, and SharePoint • Resolving sync issues and ensuring the data was always accessible. • Created educational knowledge-based documents to help train and educate the users when needed or requested by • management RESPONSE PROPOSAL I I CITY OF ROSEMEAD 35 j P A G E 'pBe'"db db M"... �n MSm LIVMSsaw•nrams a Motive Energy Inc, Anaheim, CA Mar 2020 - Jun 2021 System/Network Administrator • Provided Level 1 & 2 system, network, and user support for 29 locations and 600 users along with 4 other administrators. • Always providing a high level of customer service. Worked alongside the Sr. Network Administrators supporting the corporate infrastructure and remote locations throughout Orange County, Los Angeles, and San Diego. I went onsite to troubleshoot and escalate issues if needed. Participated in and implemented several projects and worked with various vendors. • Strong customer orientation and a professional approach with the ability to interact with all organizational levels. • Good project management skills with the ability to independently interact. • Performed day-to-day maintenance and installation of physical servers, network equipment, virtual machines, messaging, backups, and storage. • Strong analytical and problem -solving skills with the ability to quickly adapt to changing schedules and priorities. • Monitored email flow and alerts utilizing Mimecast, and Iron Shield. Assisted in making necessary changes to ACL to keep mail flowing. Actively monitored notifications and addressed spamming and phishing to mitigate threats posed by spam. • Worked with Sr. Network engineers configuring, installing, and supporting Fortigate and SonicWALL firewalls. • Managed VPN accounts for all sites and provided user support • Provided Unifi Cloud Key camera system support. Installed and configured Unifl switches and Unifi cloud keys security systems. Installed the conduit and wire if needed, mounted the cameras and system, and supported the connectivity for the various office locations. Provided training to upper management and customized customer portal requests. • Provided Office 365 and end-user support, created accounts, and applied email permissions as needed. • Experience and knowledge of the following areas: Windows Server administration including, Active Directory, Group Policies, Security Groups, TCP/IP, DHCP and DNS, VOIP systems. • IT team build, configuring, patching, upgrading, and troubleshooting of physical and virtual servers (physical, and VMs). • Provided telecom support for multiple locations. I was responsible for setting up users, handset configuration, and system troubleshooting and escalation. • Knowledge of supporting VMware and managing servers troubleshooting and escalations. Towne AllPoints, Santa Ana, CA Jun 2009 - Sep 2019 IT Systems & Communication Manager • Provided full-service support for all areas of IT. Worked closely with upper management identifying, evaluating, and purchasing all assets and software for the company. Provided solutions to lower costs while increasing business growth. Comfortable managing systems, projects, users, and vendors while focusing on time -critical projects. • Always provided a high level of customer service. • Supported and provided 200 users by providing necessary training and awareness training. • Evaluated the performance of the computer systems/network infrastructure to drive to improve performance continuously. • Maintained a 97% uptime during my 10 years. • Performed application monitoring and performance tuning utilizing various monitoring tools. • Managed and supported Endpoint protection with Symantec's. • Evaluated vendors, managed support and software contracts and IT department budgets. • Performed administration activities creating user accounts, roles, access, and privileges, and provided system security policies, and procedures. Completed yearly security and system reviews and testing. • Building, configuring, patching, upgrading, and troubleshooting of physical and virtual servers (physical, and VMs) installing, cabling, configuring, and deploying new phones, workstations, servers, and switches. • Purchased and supported a Barracuda backup appliance on-site and off-site cloud. • Provided 24/7 facility and systems support, Brivo electronic locking perimeter system, power loss, HAVC, system support, server and network, and VOIP communications. • Oversaw testing, evaluating, and purchasing of all IT and Facility assets. RESPONSE PROPOSAL j j CITY OF ROSEMEAD 36 1 P A G E igPennsylvania •.11'�nlllnl a�.-x . �y�J�:fItS Optimuss • Worked directly with ISPs to support, upgrade, and order circuits for facilities. • Knowledge of the following areas: Windows Server administration including Active Directory and the use of Group Policies, Security Groups, TCP/IP, routing, switching, DHCP and DNS, and VOIP systems. • Supported existing Cisco and Fortigate firewalls. • Implemented a backup system utilizing Barracuda Networks. • Managed email flow and security utilizing a Barracuda Spam and Email filter appliance and cloud filters. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 37 i P A G E SBM® �pennsylvania SVIIm- B e,.,. Mnl.nM1A Ab^J c.; _ ., ,L qtS Optimuss Below are specific roles and responsibilities of the proposed candidate and tasks he will be handling and how their expertise aligns with the project requirements in ATTACHMENT B: 1. On -Site Technical Support • Serve as the primary on-site support technician, providing assistance from 7:00 a.m. to 6:00 p.m., Monday through Thursday, and occasionally on Fridays for routine maintenance and scheduled projects. • Be available to work outside regular hours for urgent issues and city council meetings as required. 2. Help Desk and User Support • Provide Level 1 and Level 2 help desk support for troubleshooting technical issues related to hardware, software, and connectivity. • Respond to and resolve client trouble calls professionally and efficiently, utilizing a tracking system to monitor requests and generate monthly reports on Help Desk activity. 3. System and Network Administration • Monitor and maintain server performance, security logs, and network activity to ensure normal operation and compliance with City policies. Administer network user access rights and global security policies as approved by the City. 4. Backup and Disaster Recovery • Develop backup plans and procedural documentation for active servers, ensuring that all data is adequately archived. • Perform regular backups, monitor backup systems, and restore data as needed. S. Security Administration • Maintain network and IT resource security, conducting quarterly scans for compliance and monitoring for intrusion attempts and viruses. • Keep servers and workstations up-to-date with security patches and notify City personnel of any suspected security breaches. 6. Communication and Collaboration • Conduct regular status and information meetings with City staff and other contractors, providing timely updates on outstanding issues and network health. • Communicate technical information effectively to non-technical users, fostering a harmonious working relationship with City staff. 7. Project Management and Planning • Assist the IT Services Manager with planning and project management duties, including analysis of information system needs, researching technical solutions, and preparing implementation plans. • Conduct project meetings and prepare status reports to keep stakeholders informed. 8. Training and Documentation RESPONSE PROPOSAL I I CITY OF ROSEMEAD 38 1 PAGE S•DBlNo Pennsylvania WW : Optimuss • Provide end-user training on various technologies as requested or identified, ensuring users are equipped to effectively utilize IT resources. • Maintain process and operational documentation, including hardware inventory records and disposal procedures for surplus equipment 9. Administrative Duties • Work closely with the Account Manager to prepare monthly schedules for personnel, manage emergency call -out coverage, and handle all administrative aspects of the contract. 10. Inventory Management o Provide quarterly hardware inventory reports and ensure proper disposal of surplus electronic equipment in compliance with legal requirements. Specific Tasks • Configure, install, and troubleshoot new PCs and applications, ensuring that the technology is up-to-date and functioning properly. • Manage VPN accounts, install and configure firewall settings, and ensure secure remote access for users. • Monitor email flow and handle potential security issues, ensuring the integrity of the City's email communications. • Assist in the implementation of new technologies, including upgrades to eadsting systems and deployment of new applications or hardware. • Prepare and manage documentation related to software licenses, warranties, and maintenance agreements. RESPONSE PROPOSAL 11 CITY OF ROSEMEAD 39 1 PAGE CIOpennsylvaniaTIM C)ptimucc Below is the summary of Joseph Rocovitz qualifications (education, experience, relevant certifications) which aligns with the requested background in the Attachment B of the RFP: ➢ Education and Certifications: • Dell Certified Technician for Desktop and Server Repair. • New Horizons Technical Training Center: o MCDST (Microsoft Certified Desktop Support Technician). o MCP (Microsoft Certified Professional). ➢ Executive 2000 Technical Training Center: CCNA (Cisco Certified Network Associate) Certificate of Completion. ➢ SaiSoft (2010-2019): Completed various courses, including: • Disaster Recovery for Information Technology • Microsoft Exchange Server 2012 Administration • Microsoft Server Administration • VMware Infrastructure Administration I • Cybersecurity Awareness and Ethical Hacking Training • Penetration Testing with Kali Linux Training • Information Systems Security Professional Training. PROFESSIONAL EXPERIENCE: 1. Abtech Technologies (Nov 2023 - Jul 2024): • Provided Level 2 support, monitored client systems, and managed user accounts in Azure and Microsoft 365. • Worked on network projects and performed exchange migration to Microsoft 365. 2. Greenberg Gross LLP (Jun 2022 - Oct 2023): • Provided technical support across four US locations and managed significant projects, including Microsoft Office migrations and Zoom phone system upgrades. 3. Reliance Steel & Aluminum Co (Feb 2022 - May 2022): o Delivered Level 1 & 2 support for 315 locations and implemented several IT projects. 4. Motive Energy Inc (Mar 2020 - Jun 2021): o Provided systems, network, and user support for 29 locations and managed a range of IT operations, including email flow monitoring and VPN account management. S. Towne AIIPoints (Jun 2009 -Sep 2019): o Served as IT Systems & Communication Manager, overseeing all IT operations, managing vendor relationships, and maintaining a high system uptime. RESPONSE PROPOSAL j j CITY OF ROSEMEAD 40 l P A G E SBAi SV;0r7_ _„Q spennsytvania M. W.n b= KEY SKILLS: Extensive experience in help desk support, network administration, and systems support Opti"s Proficient in configuring and managing firewalls (SonicWall, FortiGate), VPNs, and backup systems. Strong analytical and problem -solving abilities, with effective communication skills to interact with users at various technical levels. Experience in project management, including analysis of information systems needs and coordinating with stakeholders. • Committed to providing high-quality customer service and training to end users. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 411, pennsylvama SRA, SVIF;7 B .aoonExsnrlxausnx ��•�,'^'^"� :•:�T141 AbiMFS50AOl1UgtIES OPTIMUSS'S PROPOSED INNOVATIONS Optimuss The Firm may also suggest technical or procedural innovations that have been used successfully on other engagements and that may provide the City with better service delivery. In this section discuss any ideas, innovative approaches, or specific new concepts included in the Proposal that would provide benefit to the City's assessment of the Proposal. Focus primarily on cost saving or efficiency- enhancing innovations. Include any performance -measuring matrix proposals as well. Response: Optimuss Inc. recommends a range of technical and procedural innovations, drawn from our past successful engagements, that can improve service delivery and create cost efficiencies for the City. 1, PROACTIVE& REACTIVE STAFFING: Our dual approach to staffing (proactive and reactive) ensures that the City's needs are met swiftly. By proactively maintaining a talent pool and reacting to specific requests in real-time, we can reduce the time -to -hire for key positions. This approach minimizes project delays and ensures continuity, significantly enhancing operational efficiency and lowering staffing costs. 2. CUSTOMIZED CANDIDATEPOOL & LOCAL TALENTACQUISITION.• We maintain a robust, pre-screened in-house talent pool of over 450,000 candidates, with more than 18,000 located in California, ensuring rapid fulfilment of staffing requirements. Additionally, our focus on local talent reduces relocation costs and time -to -hire, contributing to cost savings while maintaining high service standards. 3. SCALABLERECRUITMENTMODEL: Optimuss's scalable recruitment model is designed to handle demand fluctuations efficiently. Our proactive recruitment team works ahead to ensure that resources are always available, while the reactive team manages sudden spikes in demand. This allows us to quickly scale our staffing efforts without additional overhead costs, ensuring consistent service delivery. 4. PERFORMANCE MANAGEMENT APPROACH.• We will establish a performance management system for all key personnel, which includes continuous monitoring of service levels through regular audits and performance meetings (monthly and quarterly). This matrix will track key metrics like time -to -hire, candidate quality, and client satisfaction. By regularly evaluating performance, we can ensure that we meet the City's expectations and identify opportunities for improvement 5. TECHNOLOGY-DRIVENEFFICIENCY: We propose utilizing our Applicant Tracking System (ATS) and other advanced IT tools for real-time tracking of recruitment activities, automating candidate sourcing, and reducing manual errors. This allows for quicker response times, streamlined processes, and enhanced accuracy in fulfilling staffing needs. 6. CLIENT -CENTRIC MODEL: Our client -centric model involves a dedicated account management team that ensures seamless communication and rapid response to the City's needs. The model includes frequent check -ins, ensuring all services are tailored to the City's evolving requirements, thus enhancing efficiency and client satisfaction. RESPONSE PROPOSAL j j CITY OF ROSEMEAD 42 1 P A G E SBA SW% DB� 19pennsylvania Mavaded Service 01awaEdery Ar Sac Dost—Saving InnOVd s ! 'w`l6\ �0 t 601MRSOM — ENHANCEE) SERVICE DELIVERY salevice or,. REPOt5 I V E ANCOUITION oy0 1 JL s 1.01111� Ask, n o s •O• O SCALABLE RANVGIMENT APROACH r�<a Rnnvn SCALALE MANAGEMENT INNOVATIONS INhFYJV![1-I ;TAO!"'s PpL1"_, 1. Local Talent Utilization: COST-SAVING INNOVATIONS By prioritizing the recruitment of qualified local candidates, we significantly reduce or eliminate relocation expenses. Additionally, this approach accelerates the time it takes to have personnel on-site, ensuring that the City's projects move forward without unnecessary delays. With local talent, we're capturing the full value—speed and cost-efficiency—of immediate availability. 2. Streamlined Onboarding Process. Our thorough pre-screening, background verification, and onboarding processes streamline the integration of new hires into the City's workforce. This structured approach not only minimizes downtime but ensures that personnel can hit the ground running. By reducing the time between hiring and full productivity, we maximize efficiency while driving down operational costs. 3. Employee Retention Programs: Optimuss prides itself on a retention rate of less than 2% attrition, a testament to the strength of our employee care and engagement programs. By fostering a supportive work environment that values long-term relationships, we minimize turnover costs, reduce disruption, and maintain consistent staffing levels. This leads to lower recruitment costs and ensures continuity of service without frequent turnover disruptions. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 43 1 P A G E ;TAO!"'s PpL1"_, COST-SAVING INNOVATIONS By prioritizing the recruitment of qualified local candidates, we significantly reduce or eliminate relocation expenses. Additionally, this approach accelerates the time it takes to have personnel on-site, ensuring that the City's projects move forward without unnecessary delays. With local talent, we're capturing the full value—speed and cost-efficiency—of immediate availability. 2. Streamlined Onboarding Process. Our thorough pre-screening, background verification, and onboarding processes streamline the integration of new hires into the City's workforce. This structured approach not only minimizes downtime but ensures that personnel can hit the ground running. By reducing the time between hiring and full productivity, we maximize efficiency while driving down operational costs. 3. Employee Retention Programs: Optimuss prides itself on a retention rate of less than 2% attrition, a testament to the strength of our employee care and engagement programs. By fostering a supportive work environment that values long-term relationships, we minimize turnover costs, reduce disruption, and maintain consistent staffing levels. This leads to lower recruitment costs and ensures continuity of service without frequent turnover disruptions. RESPONSE PROPOSAL I I CITY OF ROSEMEAD 43 1 P A G E SBAiF� „oE T pennsylvania Mq Pn.114J PROPOSAL COSTS SHEET AND RATES (/07r, ir , , , S Include a not -to -exceed fixed all-inclusive monthly total service costs to the City, including a breakdown of staffing and resources proposed. Include the costs for extra after-hours services or any other services that are considered optional additions. Response: PROPOSED MONTHLY SERVICE COSTS Total Monthly Service Cost to the City: • Bill Rate (BR): $55.84/hr • Monthly Hours: 160 hours (160 hrs. is the total working hours completed by our consultant) • Straight Time Monthly Billing: $55.84/hr x 160 hrs = $8,934.40 Overtime Costs: • Overtime Rate (OT): $83.76/hr • Conditions for OT: Overtime will apply for any hours worked beyond the standard 160 hours in a month. Optional Services: 1. After -Hours Support: • Rate: $83.76/hr (same as overtime rate) RESPONSE PROPOSAL I I CITY OF ROSEMEAD 441 Attachment M Proposal from Tech Smart Solutions, LLC TECHNICAL PROPOSAL Proposal Due Date & Time: 9/25/2024 -10:30 AM PDT TECH SMART SOLUTIONS Tech Smart Solutions LLC Headquarters Address: 190 Lincoln Hwy, Suite 107, Edison, NJ 08820 Contact # 551-253-0415 E -Mail: admin@tssus.net TECH SMART SOLUTIONS TABLE OF CONTENTS TABLEOF CONTENTS...............................................................................................................................................2 PROPOSALSUMMARY.............................................................................................................................................3 PROPOSERPROFILE.................................................................................................................................................6 FIRMSQUALIFICATIONS..........................................................................................................................................8 WORKPLAN...........................................................................................................................................................12 QUALITYCONTROL PLAN.......................................................................................................................................13 STAFFING...............................................................................................................................................................14 PROPOSEDINNOVATIONS.....................................................................................................................................21 COSTPROPOSAL....................................................................................................................................................23 RESUME OF PROPOSED CANDIDATE.....................................................................................................................24 RESUME OF KEY PERSONNELS -ACCOUNT MANAGEMENTTEAM......................................................................27 REFERENCES..........................................................................................................................................................35 FINANCIALSTATEMENT.........................................................................................................................................36 CERTIFICATIONS.....................................................................................................................................................40 CERTIFICATEOF INSURANCE.................................................................................................................................41 Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 w .TSSUS.net 2 TECH SMART SOLUTIONS 3ROPOSAI SIIMMAR Amanda Moreno, Senior Management Analyst Date: September 25t", 2024 City of Rosemead 8838 E. Valley Boulevard Rosemead, California 91770 Ref.: RFP -2024-28 Professional Services for Information Technology Services Dear Amanda, Tech Smart Solutions LLC (TSS) thank you for providing us the opportunity to submit our response to the City of Rosemead against the Request for proposals for RFP -2024-28 Professional Services for Information Technology Services. We are a Minority Certified Small Business company with sufficient industry experience and have more than 200 highly proficient and experienced candidates of required skill sets. We constantly update this database enabling us to meet your requirements with short-term notice. This would give us the leverage to support and maintain project stability and cost without compromising delivery and performance. We understand that the City is seeking qualified suppliers to provide Information Technology Services to support various IT Projects of the City. We have carefully reviewed the requirements outlined in the RFP and confirm our willingness to perform these services and enter into a contract with the City. We believe the City will see why we are an excellent choice among vendors to provide the requested services based on the following: Our methodologies and processes shall ensure the successful delivery of services required in the RFP Our extensive experience in providing similar services to other Government and Education clients Our combination of data and result -driven approach Our successful recruitment model in challenging areas TSS is capable of providing a highly motivated, dedicated, professional staff and materials that will offer the best value in the delivery of a full spectrum of services, tasks, functions, and other essential activities to the City. A brief overview of our organization is detailed below: Company Name Tech Smart Solutions LLC Company Address 190 Lincoln Hwy, Suite 107, Edison, New Jersey 08820 Contact Person Name Vikram Odedara Contact Person Title CEO Telephone Number 551-253-0415 Email Address admin@tssus.net Tax ID 87-4839303 Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net TECH SMART SOLUTIONS Our consultants are working with many of the State and local Government Agencies, Education Departments as well as Commercial customers in their offices as well as remotely and travel to the required locations at very short notice. The below -signed individual is authorized to conduct negotiations and give presentations to the City on this project on our behalf. Yours sincerely, aedara,? Tech Smart Solutions LLC New Jersey Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net TECH SMART SOLUTIONS OUR DEDICATED ACCOUNT MANAGEMENT TEAM: Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08920 www.TSSUS.net Resource ExperienceRole Details Dedicated and detail -oriented Contract Manager with 11+ years of experience and a proven track record in the IT staffing industry. Adept at drafting, Contact Number: Contract Sid Karuppiah negotiating, and managing contracts to (402) 590-9030 Director ensure compliance and mitigate risks. He leveraged his expertise in contract Email address: infoCc7tssus.net administration to promote operational efficiency and augment the company's achievements. With over 9+ years of experience in the IT industry, she has honed her skills as a Delivery Manager. Dedicated and results -oriented with a proven track record in leading successful IT staff Contact Number: Delivery Charity Monjuan augmentation projects. Adept at (SS1) 213-1037 Manager managing cross -functional teams, optimizing processes, ensuring timely Email address: carev@tssus.net delivery of high-quality solutions, and leveraging my skills and experience to drive operational excellence and client satisfaction. Dedicated and results -driven HR & Admin professional with over 10+ years of experience in developing and implementing effective strategies to Contact Number: HR & Jenneth Herbito ensure organizational adherence to (551)253-0415 Admin legal and regulatory frameworks. Proven expertise in navigating complex Email address: adminPtssus.net employment law issues, mitigating compliance risks, and fostering a positive workplace culture. Results -driven Account Manager with over 8+ years of experience in client relationship management, revenue growth, and strategic planning. Adept at Contact Number: Account leading cross -functional teams to deliver (S51) 253-2398 Manager Chelo Javines solutions that meet customer needs and rive business results. Seeking to Email address: chelsea@tssus.net leverage skills in client retention and pselling to contribute to a dynamic organization. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08920 www.TSSUS.net TECH SMART SOLUTIONS PROPOSER PROFILE Tech Smart Solutions is a leading provider of IT Staff Augmentation and IT Services for businesses of all sizes and industries. Tech Smart Solutions has been delivering innovative and reliable solutions that align with the business goals and challenges of its clients. We offer staffing and consulting services across a comprehensive range of categories including but not limited to: ✓ Project Management Services ✓ Development, Architectural, Database Administration Services ✓ Telecommunications and Network Services ✓ Desktop Support and Computer Specialist roles ✓ Computer Operators ✓ System Engineer and Systems Administrator roles ✓ Help Desk Associate positions. ✓ Information Security Services ✓ Emerging Technologies Our in-depth knowledge of various work areas enables us to provide end-to-end solutions for IT Professionals and the outsourcing needs of our clients. TSS has successfully delivered staffing services in several engagements in the following roles such as Application Programmer, Business Analyst, Business Intelligence (BI) Specialist, Database Architect Geographic Information Specialist, Database Administrator, Desktop Support Analyst, Help Desk Analyst, Network Engineer, Project Management, Security Analyst, Junior Programmer/Analyst, Network Consultant, Programmer Analyst, Project Manager, and Systems Programmer. We offer a customized staffing solution, rapid response to staffing requirements, access to a vast talent pool, robust recruitment processes, efficient onboarding processes, proactive risk mitigation, and continuous improvement. TSS is currently engaged in government & Commercial projects, with a focus on IT Staff Augmentation services Collectively, the overall scope of these projects include: 1. Sourcing and locating highly skilled IT professionals in positions that require specialized skills and knowledge. 2. Recruiting IT and non -IT professionals for long-term positions. 3. Placement of temporary IT staff to address workload fluctuations and our short-term requirements. TSS is a trusted provider of IT Staff Augmentation and Information Technology Services with a team of seasoned Subject Matter Experts who can deliver tailored solutions to meet the unique requirements of the City. Our team offers flexible support options, whether remote or on-site, to ensure seamless integration with the City's operational needs. With our extensive experience in the IT sector, we can provide strategic advice, guidance, and support to help the City achieve its goals and enhance its overall performance. Furthermore, TSS understands and complies with City's requirement. TSS has years of experience in IT staff augmentation and consulting services. Our service portfolio includes Contingent Workforce, Temp -to -Hire, Direct Hire, Direct Sourcing, Payroll Process Outsourcing (PPO), Hire -Train - Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net TECH SMART SOLUTIONS Deploy. The below figure shows our portfolio of services. Our vast experience extends to collaborating with School Districts, Colleges and Universities, Cities, Municipalities, Counties, and State Departments, Federal Agencies, and Major Commercial Enterprises spanning a multitude of industries. Experience in Varying Levels of Expertise: • TSS has extensive experience in staffing across varying levels of expertise in multiple service areas as requested by the City. Our diverse portfolio includes successful placements at entry, mid, and senior levels, ensuring that we can meet your staffing needs across the spectrum. Our Services Portfolio uKu.yn..nm�uea,.n�nn ®SblemniW m pbrlin(flrry,irM P'nn'mnnhb WIPIcmp,KPgkv wO� Krt KTraw Cj Ibfb[Mxutinidtlxflim IabJn V�KW f.�goy.rot aawa�rq >aawdn. Mu nu n n Fmpb,a W L7 �wFA,I0m,4,h�mEtl TSS has immense experience in IT staffing and IT services, having successfully provided staffing solutions to similar agencies in the public and commercial sectors. Our comprehensive staffing solutions offer staffing and recruiting assistance, ensuring the City's staffing needs are met efficiently and flexibly. TSS offers a 247 global service delivery model supported by single -point -of -contact account management, client - dedicated service delivery teams, and shared service groups. These teams drive our capabilities to meet the City's Consulting Services and ensure speedy response, quality of resources, and cost advantages. We offer deep, domain expertise and experience resourcing with rigorous candidate screening; centralized delivery with client and process knowledge dedicated to effectively delivering each assignment; and regional coverage to effectively manage delivery and provide rapid turnaround resources under varying business conditions. Our executive -level commitment and oversight of the relationship a. Single -point -of -accountability b. Dedicated recruiting and service delivery team c. 240 local -to -national -to -global service delivery model d. Metrics -based program performance, rate adherence, and 100% compliance e. Competitive and flexible pricing model TSS provides robust IT staff augmentation services, we are proposing to use a hybrid methodology, offering a strategic approach to the university that seamlessly combines the waterfall and agile practices to optimize staffing processes. Recognizing the strengths of both methodologies, our model aims to strike a balance between structured planning and flexibility, ensuring efficient resource allocation and project delivery. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net nR Wm —J T,t[ ®l WKMY�nt,urtandxnnnd M,nryn[purOL�CSourdnC ®UUMSwm{ PWnbmmninpurbnid Mungb MlydlnRoaka M,w•mCIw01 3FnN�MnC vd CMtWN Cry�cO M ®Va„acwams mnd�en[xwhn OutwatleC ,oflTC^CKCInLu:Y ®PevullmmtRrcm � .Ntln rCtnimM�rtXuidm uKu.yn..nm�uea,.n�nn ®SblemniW m pbrlin(flrry,irM P'nn'mnnhb WIPIcmp,KPgkv wO� Krt KTraw Cj Ibfb[Mxutinidtlxflim IabJn V�KW f.�goy.rot aawa�rq >aawdn. Mu nu n n Fmpb,a W L7 �wFA,I0m,4,h�mEtl TSS has immense experience in IT staffing and IT services, having successfully provided staffing solutions to similar agencies in the public and commercial sectors. Our comprehensive staffing solutions offer staffing and recruiting assistance, ensuring the City's staffing needs are met efficiently and flexibly. TSS offers a 247 global service delivery model supported by single -point -of -contact account management, client - dedicated service delivery teams, and shared service groups. These teams drive our capabilities to meet the City's Consulting Services and ensure speedy response, quality of resources, and cost advantages. We offer deep, domain expertise and experience resourcing with rigorous candidate screening; centralized delivery with client and process knowledge dedicated to effectively delivering each assignment; and regional coverage to effectively manage delivery and provide rapid turnaround resources under varying business conditions. Our executive -level commitment and oversight of the relationship a. Single -point -of -accountability b. Dedicated recruiting and service delivery team c. 240 local -to -national -to -global service delivery model d. Metrics -based program performance, rate adherence, and 100% compliance e. Competitive and flexible pricing model TSS provides robust IT staff augmentation services, we are proposing to use a hybrid methodology, offering a strategic approach to the university that seamlessly combines the waterfall and agile practices to optimize staffing processes. Recognizing the strengths of both methodologies, our model aims to strike a balance between structured planning and flexibility, ensuring efficient resource allocation and project delivery. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net TECH SMART SOLUTIONS We have demonstrated solid financial stability, reflected in steady revenue growth and a diverse client base spanning multiple industry. Our strong financial position allows us to effectively allocate resources to large-scale projects and handle unforeseen expenses without affecting project schedules. We have ample project financing capability, ensuring timely investments in equipment, staffing, and technology. Our financial statements and balance sheets, available upon request, further confirm our ability to successfully support this project. ORGANIZATIONAL CHART HeleM rlaito, nh lavlea. hCh*lo o ,Tra—g. pn are Adman A6516tant Comph ma, Manager I Comdbence Admin Slalt Analysts HF SWH Legal Aaastants Proposed Subcontractors TECH SMART SOLUTIONS LLC Vikram Orlprfarn Pratect Team SW xarumiah Contract greclor Prajaat lAamaar Praleet Mmuac Protect Manelter Prgect Team Prgact Team • rtry Tax Analyd Technical Lead Tax Accwntenl Support/ Operations Teen 1 Project Team P jW Team PraMtTeam TSS does not intend to utilize any subcontractor during the contract work performance. FIRMS QUALIFICATIONS Relevant Experience in Comparable Areas: TSS has a strong track record of providing a wide range of services similar to those proposed in the RFP. Our experience spans various roles within the information technology sector, including but not limited to Chief Information Security Officer/Virtual, Database Administrator, System Developers, Project Managers, and more. We have successfully delivered projects for clients across different industries, including notable organizations such as Santander Bank, Prudential Insurance, and state governments like Wisconsin and New Jersey. Description of Services Provided: o Chief Information Security Officer/Virtual (CISO/vCISO): TSS offers expert virtual CISO services, providing strategic IT security consulting, policy updates, and risk management. We support clients with security assessments, system upgrades, and proactive threat response. Our consultants work closely with management to align IT with business goals, assist in vendor negotiations, and provide on-call technical Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 8 TECH SMART SOLUTIONS support. Additionally, we offer cybersecurity training to keep staff updated on the latest industry developments. o Database Administrator: TSS provides expert Database Administrators (DBAs) proficient in Microsoft SQL Server, skilled in designing, optimizing, and managing databases. Our DBAs ensure database performance through monitoring, tuning, and data integrity management. They handle tasks such as backup and recovery, security administration, database replication, OLAP, and version control. Additionally, they design and build database systems, manage data architecture, develop ER diagrams, and ensure data normalization and integrity across all systems. o System Developers: TSS offers highly skilled system developers proficient in a wide range of development environments, including RPG IV, .NET (ASP.NET, ADOMET, VB.NET), C, C++, C#, Java (J2EE), SQL, and Oracle. Our developers excel in building, maintaining, and enhancing systems using technologies like ASP, XML, VBA, ArcObjects, Crystal Reports, and SSRS. Their expertise allows for the creation of robust, scalable solutions tailored to meet clients' unique business needs. o Project Managers: TSS provides experienced Project Managers, who are proficient in key areas such as budgeting, scope, change, time, cost, and quality management. They also excel in human resource, communications, risk, and procurement management. Our Project Managers ensure successful project delivery, utilizing their expertise in Microsoft Office to manage and track progress efficiently. o Geographic Information Systems (GIS) Analyst: TSS offers skilled GIS Analysts experienced in managing enterprise GIS systems. Our analysts collaborate with clients to implement GIS projects, edit and update GIS data from both internal and external sources, and maintain existing GIS applications. They are also proficient in training personnel on GIS software. Expertise includes ArcGIS (ArcView, ArcEditor, Arclnfo), ArcGIS License Manager, ArcCatalog, ArcSDE, HTML, and JavaScript. oCybersecurity Support: TSS provides expert cybersecurity support to protectthe client's data from internal and external threats. Our team handles threat monitoring, incident response, and proactive defense protocols. Responsibilities include risk analysis, vulnerability testing, system security configuration, and managing user access. We also lead employee training to prevent cyberattacks. o Network Infrastructure Support Specialist: TSS provides Network Infrastructure Support professionals skilled in designing, constructing, and maintaining multi -tiered WAN infrastructures. Our specialists handle enterprise network engineering, access management, and security. Expertise includes Ethernet cabling design, installation, termination, and fiber optic connections for operational circuits. We also manage telecommunications equipment, including VolP systems, and recommend, design, and implement wireless LAN/WAN projects. o PC Support Specialists: TSS provides experienced PC Support Specialists with expertise in maintaining desktops, laptops, and tablets. Our specialists are proficient in Windows 11, Microsoft Office, hardware architecture, and server management, including user and printer setup on Windows Server 2012. They also excel in Active Directory, DNS, and DHCP configuration and management, ensuring efficient operation and support for the City's IT infrastructure. o Server/Operations Support Specialists: TSS offers certified Server/Operations Support Specialists proficient in managing a multi -location enterprise Windows Active Directory environment. Our experts are skilled in Microsoft Server (2008R2-2019), Active Directory Services, Exchange, SharePoint, SQL Server, Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 09820 www.TSSUS.net 9 TECH SMART SOLUTIONS VMware ESXi 7.0, and Hyper -V. They also have experience with Dell Compellent and PowerStore SANS, Veritas Backup Exec, and monitoring tools like CiscoWorks and What's Up Gold. Additionally, they are knowledgeable in Cisco routers and switches, firewall and VPN equipment, Dell rack -mounted servers, and LTO tape drives, ensuring robust support for the client's IT operations. Case Study # 1: Largest Technology Provider in the World — IT Staff Augmentation Business Need: One of the world's leading technology service providers made the strategic decision to establish a global talent portal aimed at bridging talent communities with employment opportunities in various ITfields. Their primary focus was on engaging a diverse workforce, particularly underrepresented and underserved groups. To identify a suitable IT staff augmentation provider for their needs, the client issued a Request for Proposal (RFP). Solution: TSS was chosen as one of the four trusted suppliers to provide IT Staff Augmentation services in support of the client's projects. The TSS Account Management Team collaborated closely with the client program teams to establish a seamless process, which included offering short-term on-site assistance for coordination tasks. TSS deployed a dedicated team of 25 recruiters who worked in tandem with client hiring managers to create a robust pipeline of local candidates possessing specialized skills, all within a highly competitive market. Leveraging Al and machine learning -based sourcing tools, our recruiters identified over 150 IT professionals in the market and successfully onboarded 50 candidates within just six months of the project's initiation. Our recruitment team utilized various sources, ranging from traditional job boards and our proprietary database to local tech groups and social media, to build this talent pipeline. Additionally, we employed tools like HackerRank and glider.ai to validate candidates' skills, including coding tests. Subsequently, we submitted comprehensive candidate profiles to hiring managers, encompassing information about their experience, certifications, references, results of subject matter expert interviews, and HackerRank test reports. Following are the job roles deployed for this engagement to name a few: ✓ Computer Systems Analysts ✓ Business Analysts ✓ Computer Systems Engineers ✓ Application Support Analysts ✓ Data Centre Specialists ✓ Network Architects ✓ Network Engineers ✓ Voice Engineers ✓ Data Analysts ✓ Data Migration Architect ✓ SQL Server Database Administrators ✓ Network Systems Administrators ✓ Application Developers ✓ Cybersecurity Specialists ✓ Customer Support Specialists ✓ Software Engineers ✓ Project Managers ✓ IT Help Desk Technicians ✓ Recovery Engineers ✓ Data Scientists Outcome/Results: Our IT Staff Augmentation solution facilitated the client's hiring managers in swiftly identifying suitable candidates, conducting interviews, and efficiently onboarding them. Within a six-month timeframe, TSS's recruitment team successfully deployed over 100 professionals, seamlessly managing the entire onboarding process, including background screenings. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 10 TECH SMART SOLUTIONS This accelerated staffing approach enabled the client to effectively deliver and support Azure engagements for their customers. In summary, the project proved to be a resounding success for the client. Case Study # 2: A World Leader in social media — IT Google Cloud Staff Augmentation Business Need: A global leader in the realm of social media sought a dependable IT Staffing solution to facilitate the smooth migration of their entire IT infrastructure to the Google Cloud Platform. This strategic move aimed to enhance the performance of their cloud -hosted applications. In particular, the client was in search of an established staffing provider capable of making a substantial contribution to their requirements, encompassing over ISO+ Cloud Engineers and certified Google Cloud Professionals. This support was crucial to ensure uninterrupted progress in their cloud migration initiatives. Solution: Leveraging our extensive knowledge of cloud migration and a track record of providing IT staff augmentation for numerous similar cloud migration projects for clients across the United States, TSS achieved immediate success with its IT Staffing Services program. This success has been consistently maintained over time. TSS established a dedicated Account Management Team, led by a senior recruiter well -versed in cloud technologies, ensuring proactive readiness to meet fluctuating staffing needs through a robust pipeline of highly qualified candidates. We have maintained the right balance of continuity and flexibility in our workforce pool to adapt to changing demands. Our approach included offering a diverse pool of candidates by utilizing a variety of recruiting channels, augmented by AI/ML-powered sourcing platforms. TSS successfully delivered the required cadre of cloud engineers to support migration engagements within the agreed upon service level agreements (SLAB). The roles deployed forthis project include, but are not limited to: ✓ Google Cloud Architects ✓ Google's Associate Cloud Engineers (ACE) ✓ Project Managers ✓ Machine Learning Engineers ✓ Cloud Engineers ✓ Cloud Network Engineers ✓ Cloud Developers ✓ Cloud Security Engineers ✓ Data Engineers ✓ Cloud DevOps Engineers Outcome/Results: Within the initial 60 days, TSS successfully onboarded the first group of Google Cloud Engineers seamlessly and without any disruptions. We provided hiring managers with comprehensive candidate profiles, including details on their experience, references, results of subject matter expert interviews, and HackerRank test reports. Leveraging our AI/ML-powered sourcing platforms, we efficiently filled these critical roles, resulting in significant cost savings of over 18% compared to their existing staffing service providers. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 11 TECH SMART SOLUTIONS Clients Served in the past with similar requirements: Name of Clients Service Provided State of Colorado - Douglas County School District Professional IT Resources State of Vermont- Retainer Contract Professional IT Resources State of Wisconsin- Department of Public Instruction Professional IT Resources State of Texas — Department of ITD PMO Professional IT Resources State of Massachusetts -AWS Migration Professional IT Resources State of Florida - OATS FDACS (Office of Agriculture Technology Services, Florida Department of Agriculture and Consumer services) Professional IT Resources State of Nevada — IT Department Professional IT Resources State of Michigan - Department of Technology, Management and Budget Professional IT Resources State of Delaware HR Department Professional IT Resources State of Florida - CO- Cost Center 913 - Office of the Comptroller Professional IT Resources State of Maryland - Department of Human Services Professional IT Resources State of New Jersey — New Jersey Automated Trial Court Services Unit (NJATCSU) Professional IT Resources Prudential Financial, Inc. Professional IT Resources Navistar International Corporation Professional IT Resources Frontier Communications Professional IT Resources Navy Federal Credit Union (NFCU) Professional IT Resources Santander Bank Professional IT Resources NTT Data Services, LLC Professional IT Resources Fiserv, Inc. Professional IT Resources International Business Machine Corporation Professional IT Resources Walmart, Inc. Professional IT Resources Colony Hardware Corporation Professional IT Resources Sodexo Professional IT Resources Discount Tire Co., Inc. Professional IT Resources Sherwin-Williams Co. Professional IT Resources WORK PLAN Project Management Plan The primary purpose of having a Contract Management Plan in place is to aim at: ensure clarity and consistency, mitigate risks, ensure quality and performance, enhance communication, and facilitate decision-making. TSS clearly states the overarching goals and objectives of the program, which include delivering specific services, Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 12 TECH SMART SOLUTIONS achieving certain performance levels, meeting deadlines, and more. We then specify the tangible outputs or outcomes that the team will be responsible for delivering to the City, followed by detailing the step-by-step processes, workflows, and procedures that we will follow to fulfill the contract requirements. This includes identifying the key stakeholders, roles, and responsibilities within TSS and stakeholders. This helps prevent confusion and ensures accountability. TSS then defines the timeline with important milestones, deadlines, and checkpoints for tracking progress and ensuring that the program stays on schedule, highlighting potential risks and the strategies for identifying, assessing, and mitigating them to ensure smooth program execution also describes how TSS will monitor and maintain the quality of its deliverables, as well as how it will continuously seek to improve processes and performance. Quality Control Process: To maintain high-quality services and products, TSS employs a systematic approach to identifying any gaps or weaknesses in its operations. This involves continuous monitoring and feedback mechanisms. Regular Performance Reviews: We conduct regular reviews of ongoing projects, services, and products to assess whether they meet the established quality standards. Client Feedback: We have established a process where we actively solicit feedback from clients regarding their satisfaction with the services provided. Employee Input: TSS encourages employees to provide input on areas where they believe improvements can be made. Data Analysis: We utilize data analytics to track key performance indicators and identify trends that may indicate potential weaknesses. Problem Mitigation: When gaps or weaknesses are identified, TSS follows a structured approach to mitigate problems and ensure that high quality is maintained. Root Cause Analysis: We conduct a thorough analysis to determine the underlying causes of the identified issues, this helps us avoid treating symptoms and address the root problems. Our quality assurance process is comprehensive and designed to ensure the accuracy, completeness, and professionalism of our staffs deliverables, aligning with operational strategy and meeting the diverse needs of the populations we serve. Auditing of Staff Deliverables: We conduct regular audits of staff deliverables to ensure accuracy, completeness, and compliance with established timelines and milestones. Staff deliverables are assessed for alignment with the overall operational strategy and client -specific requirements. Client and Agency partner's feedback are actively sought and integrated into our quality assurance process. We use their input to refine and improve staff deliverables, ensuring they meet or exceed their expectations. • Assessment of Staff Knowledge and Skills: Staff knowledge of available and appropriate resource utilization is regularly assessed. Staff is regularly assessed on their understanding and adherence to relevant policies and protocols, particularly those related to the Human Rights, Ethical, and Racial Justice (HERRC) framework. We place a strong emphasis on the application of critical thinking and creative problem -solving skills. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 13 TECH SMART SOLUTIONS • Professionalism of Staff: Professionalism of staff while on-site is a key focus. Regular site visits and client feedback contribute to the assessment of professionalism, ensuring that staff represent our organization effectively. Staff's communication skills, both verbal and written, are continuously evaluated. Effective communication is critical, especially in roles that involve routine, frequent, and direct support to vulnerable populations. Staff Cultural Competency: Staff undergo initial and ongoing training in cultural competency. Cultural competency is assessed through real-world scenarios, client feedback, and ongoing cultural sensitivity training. Our organization actively promotes diversity and inclusion, fostering a culture that values and respects the diverse backgrounds of both staff and the populations we serve. • AdditionalAreas: The quality assurance process is dynamic, with a focus on continual improvement. Staff's adherence to documentation protocols and compliance with reporting requirements is closely monitored. Staff's adaptability to changing situations and their commitment to ongoing learning are assessed. Our organization values a learning -oriented culture that encourages staff to enhance their skills and knowledge continuously. TSS Staffing Approach: TSS understands that the City of Rosemead has initiated this RFP to obtain IT Consulting services to provide skilled workers on temporary, short-term, and long-term basis to perform various technical services. We would provide all the IT service categories the City is looking for to serve their project needs. We have worked with many of our public and private sector customers and understand the project requirements. Since we have been in the staffing business, our understanding of the current requirements would help us to get the perfect match within the stipulated time. We have identified and provided the resume of a dedicated Contract Director and Delivery Manager, who will be the point of contact to coordinate all the project activities arising out of this requirement from the City. Once the requirement arises, our Delivery manager coordinates with the City's team for any clarifications on the requirement, before passing it on to our internal recruitment team. We have a pool of resources and we constantly maintain a 15 — 20% bench across various technologies and labor categories. In case, the need arises from any of our customers with a short turnaround time, we are capable of supporting them to ramp up immediately. That said, we will pull the required eligible resources matching the current customer requirement from the bench. However, if the requirement is of niche skill, we make sure to find the required candidate within our internal resources and ensure that the client's requirement is met. Our experienced recruitment team has sourced similar labor categories in the past and submitted the best fit from the pool of options available to them in more than one way as described below: • Search the profile from our internal pool of candidates —Over the years, we have accumulated more than 2500 candidate profiles and have created a database of our own • We have a pool of more than 200 W2 candidates/consultants who can be used for this project • We utilize various Job Portals like Dice, Monster, Hot Jobs, etc., • We give importance to our internal references through our consultants • We do job postings in various portals (Ex: Linkedin etc.) Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 14 TECH SMART SOLUTIONS Upon sourcing the candidate profile, our recruitment team performs a thorough check to see, if the profile matches the requirement, based on which the qualified resource would be interviewed by our IT experts and shortlisted for a further round of qualification. We make sure necessary verification of the shortlisted candidate is performed before and ensure 85-90% of the job will be done from our end before submission of the candidate to the City. This would ensure the quality of service provided to our clients. Response Time TSS can recruit and provide the referred resources to our clients in a very short timeframe. We have our standard SLA responding from 1 day to 10 days depending on the criticality of the requirement. Hiring Verifications and Policies We are an e -Verify Company and this would provide us an easy access to perform candidate hiring verification. We verify the work authorization of new hires by matching Social Security numbers and other Form 1-9 information. Thus, our verification process would be effective and efficient, helping to quickly verify employment eligibility and work authorization of all the individuals/employees shortlisted. In addition to this, we also perform a reference check of the References provided by the candidates. This would help us to validate the pre-employment experience of the individuals. TSS Staffing Methodology: TSS would apply its comprehensive methodology that focuses on providing a 360° service that ensures placing high -skilled technical talent, retaining them for long-term projects, and ensuring the costs meet the client's budget. We have adopted some key IT staffing best practices which will be implemented to provide the highest quality of services to the City. With our experience working with public and private sector clients, we understand the needs deeply and have successfully implemented these methodologies and processes in the past. We are taking the opportunity to share some key aspects of our best—in—class methodologies to support our efforts to service the City's needs most effectively, which would be our continuous goal of quality -focused, timely - delivery, and cost—effectiveness. Predictive Technical Talent Need Assessment: A dedicated project manager communicates periodically with the client representative to understand the current technical talent needs, thoroughly analyzing the historical data on the needs, and predict the future needs, based on the analysis, thus initiating a proactive talent search to build a database specific to the client. This is part of the focus on building an integrated technical talent supply chain. Comprehensive Applicant Tracking System: TSS uses a cloud -based comprehensive platform that completely automates the hiring process—rightfromjob posting, integratingthe platform to multiple job boards for candidate search and avoiding duplication of candidate profiles to save time, uploading all screening -related documentation under each candidate profile for ease of access, updating interview status, and onboarding status. The applicant tracking system is also integrated with the workforce management software that TSS uses, which helps in identifying available or will be available (based on current project end date) W2 candidates, and accessing their profiles and expertise easily. TSS' recruitingteam is also able to do candidate mining—through proactive recruiting and building a database of candidates for future needs, instead of browsing through job boards when the requirements come from the client. Multi -dimensional Candidate Screening: This process of candidate screening (post technical expertise and rate match) follows metrics at four levels — technical skills test through a competency -based assessment system for evaluating knowledge and skills, communication skills, current location, and cultural fitment. The candidates that meet the four levels are then identified and the profiles are shared with the client for interview consideration. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 15 TECH SMART SOLUTIONS Attracting and Retaining High -skilled Talents: TSS' leadership is dedicated to building strong branding, to attract the best talent in the industry. Being a small business gives us the advantage of managing candidates better, and providing a more personalized experience for candidates who come from outside of the company on a need basis. This forms the key to retaining the best talents in the industry and forms a long-term and deep relationship that has been the foundation for the company since its inception. TSS offers attractive compensation, and benefits that are at par with the market, and at the same time provides employee management that is best in class among its peers. TSS also provides opportunities to its technical staff to enhance and upgrade their technical skills through training and certification programs that are based on current technical needs and trends. Account Management: Our account management and leadership team are dedicated to building a solid and fulfilling account management process for every customer regardless of their size and contribution to our business growth. TSS values its clients as an opportunity to increase its depth of expertise rather than merely a revenue generator. Conducting technical executive performance feedback meetings regularly and encouraging clients to share their experiences and feedback to provide better service is part of our regular account management process. Our issue resolution, personnel replacement, and knowledge transfer processes ensure that no areas within the scope of account management are ignored or overlooked, and any concerns or escalations are addressed by the CEO directly if the account management has failed to deliver expectations at any point. Market Indicators We have chosen a multitude of market indications or Key Performance Indicators which are technical, financial, qualitative, quantitative, and non-financial. Below are a few of those market indicators that we use during our recruitment, but not limited to these: • Demand -Supply: Keep following the market trends to understand, how the demand and supply of human resources are and their behavior and impact • Cost: Based on the demand -supply, technology, and various other factors, the cost varies from time to time. But can be arrived at a median $$ number • Technology: This is one of the key factors/market indicators, that drives the whole demand -supply, and cost • Experience: This is purely dependent on the technology that is fast-moving in the market and one of the key drivers for dema nd-supply and cost as well. The newer the technology, and the demand for technology, the cost increases and the supply decreases • Quality: This is again one of the key drivers/indicators, which is difficult to measure. However, the industry has identified the need for quality and has a quality output, which is performed by a quality department, which just checks the quality of the output. In IT staffing, the quality of a candidate is performed in various ways —such as reference checks, aptitude tests, performance reviews, technical skills, taking a coding test, or number of bugs to the number of lines of code written, etc. • Time to fill the candidates: Based on the technology, it depends on how long it might take to fill the position. In the case of a niche or a legacy platform, it might be a little time-consuming as against any new technology platforms such as the IoT, Big Data, etc. Identify and measure the quality of hire by top performers TSS has a standard process in place to identify the top performers and measure the quality of a hire. Initially, we review and analyze the requirements provided by the client and shortlist candidates based on certain search criteria. Upon shortlisting the candidature details, we match the profile with the requirements and ensure that the shortlisted profile is compliant with the requirements. Thus, our initial process would provide us clarity on the quality of the hire. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 16 TECH SMART SOLUTIONS We have a defined set of Key Performance Indicators (KPI) for every role that we hire, based on which, we measure our resources periodically (performance reviews) — quarterly, half -yearly, and yearly. This set of pre -defined metrics helps us to understand if the resource is performing as per the KPIs defined or if are they deviating and require any course corrections. The data points that will be gathered to analyze the performance of the candidates are as follows: • Technical skills • Communication skills • Tactical skills • Team building skills • Output quality • Timeliness of deliverables • Cost-effectiveness and geographical dispensation • Absenteeism • Employee- Lifetime value (we have employees, who have been working with us from the inception of the organization). Based on these, the candidate/ resource will be rated and then recommended for hire or rejection in case of pre - hire. Our team constantly keeps updating the metrics and keeps adding new data points to the metrics to rate the employee by giving it a new dimension. Attracting potential candidates TSS has been in this industry for more than 2 years and we have, over that period learned and carred out a niche for ourselves in terms of attracting, retaining, and transforming potential candidates. We understand the market trends based on several analytical reports, our own experience, and attending the local technology -related conferences. Also, we sponsor many of the technology events/conferences. We have a database of more than 5000 candidates, who will be initially shortlisted for our customer requirements. Our USP in attracting potential candidates is in more than one way. Below are a few of the ways we attract potential candidates: • Pay/ benefits: Our 80:20 model (means, of the total bill rate to the customer, 80% goes to the candidate and the remaining 20% is ours) • Our reach/ geographical spread: Placing the candidate at any location in the US with our customers • Opportunities: Provide opportunities to learn and grow in the industry that way they keep abreast of the technology changes in the industry. Also, to work on a new platform if interested and make a jump shift to the new technology. • Continuous benefits: In case the candidate is out of the project, for any reason, his salary is paid on time. SCREENING AND ASSESSMENTS Dice.com I Monster I Career builder I Indeed I Premium Linkedln I Tech Fetch I ATS (Talent Portal) I Facebook TSS uses the right technology to hire candidates and provide the most reliable tools to our team. In basic searches, we do semantic search terms that signify a candidate's responsibilities (i.e., what they do in their job). TSS maintains a significant role in maintaining a steep hiring bar. We scratch up to 10-20 candidates before selecting our favourites and build a sourcing pipeline that helps us build relationships with passive candidates. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 17 TECH SMART SOLUTIONS Screening: At TSS, we get to know each candidate beyond just their resume. We find the skills and qualities that make you the perfect fit for your position. We ensure that qualified temporary employees are available as per the requirements; TSS will use its proven and proactive approaches, processes, and tools practiced foryears to provide staff with the required skills. We employ a meticulous screening process, combining our understanding of the requirement and similar experience in staffing government organizations. Our methodology leverages decades of experience supporting clients to ensure we staff the requirements with personnel who meet client requirements, bring the right experience and have the required qualifications. Initial Screening: To complete the hiring process, we ensure all forms, screening, and certifications are verified before the employee starts. Pre -Screening • References minimum last two projects • Photo ID/Driving license/Passport • Collecting valid work authorization proof Screening the consultant technically as per the requirement • Communication skills Technical Evaluation • Technical Proficiency Profile Testing/ Online Technical Test • Interview — Conduct detailed technical interviews based on the client's requirements. • Check effective communication, creativity, analytical thinking, problem -solving, and leadership skills. • Prepare the feedback form by filling results of the interview. Target Interview Objectives • Our key objectives of the interview process are to find resources that match the requirements and have the following competencies. • The ability to quickly grasp the mission and culture. • Technical expertise with matching or exceeding 100% of required skills. • Cultural fit. • Good analytical and proven success in career At TSS pre-screening of a candidate is a critical step in the recruitment and hiring process. It involves evaluating potential candidate to determine their suitability for a specific position before moving them forward in the selection process. TSS's goal of pre-screening is to efficiently identify the most qualified candidates while saving time and resources for both the hiring team and the applicants. The pre-screening process for a candidate typically involves the following steps: Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 18 TECH SMART SOLUTIONS 1. Resume and Application Review: Our pre-screening first step is to review the resumes and applications submitted by candidates. The hiring team looks for relevant qualifications, skills, work experience, and educational background to ensure that the candidates meet the minimum requirements for the position. 2. Assessment of Key Qualifications: Based on the job description given and requirements, the hiring team assesses whether the candidate possesses the key qualifications necessary for the role. These qualifications may include specific technical skills, certifications, years of experience, or domain knowledge. 3. Screening for Cultural Fit: TSS' pre-screening involves evaluating whether the candidate's values and personality align with the company's culture. 4. Availability and Location: For some positions, availability and location may be critical factors. The hiring team may inquire about the candidate's availability to start the job and verify whether they are located within a reasonable commuting distance or open to relocation if required. 5. Phone or Video Interviews:TSS' Recruitment team ask specific questions to further assess the candidate's qualifications and interest in the position. 6. Salary and Compensation Expectations: In some cases, pre-screening includes discussing the candidate's salary and compensation expectations to ensure they are in line with the company's budget for the position. 7. Reference Checks: Depending on the organization's policies and the seniority of the position, TSS's pre- screening involve conducting reference checks to verify the candidate's work history, performance, and reliability. BACKGROUND CHECKS We conductthorough background checks on our employees to ensure compliance with the requirements set forth by City, as detailed in their Background Investigation Policy. Our background check procedures include the following elements, performed through HireRight, a reputable third -party background check company: Procedure for Conducting Background Checks: 1. Initiation: o Upon receiving a job application or offer acceptance, the HR department initiates the background check process. 2. Data Collection: o Gather necessary information from the candidate, including their full name, date of birth, addresses for the past 7-10 years, and consent for the background check. 3. Engage HireRight: o Utilize HireRight, a reputable third -party background check company, to conduct the background checks. Provide them with the collected candidate information. 4. Residence History Background Check: o HireRight conducts a residence history background check to trace the candidate's addresses over a specified period (usually 7-10 years). o Verify the accuracy of provided addresses and identify locations where additional checks may be necessary. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 19 TEC H SMART SOLUTIONS 5. Criminal Background Check: National Level: • Perform a comprehensive national criminal background check to identify any criminal records across the entire country. o State Level: • Conduct state -specific criminal background checks for states where the candidate has resided or worked. o Local Level: • Perform local criminal background checks in cities and counties where the candidate has lived or been employed. o Compile and review the criminal history report for any red flags or disqualifying offenses. 6. Drug Test Background Check: o Administer drug tests to screen for the use of illegal substances, ensuring a drug-free workplace. o Coordinate with approved testing facilities to conduct urine or other drug tests as per company policy and legal regulations. 7. Verification and Review: o Review the background check reports provided by HireRight thoroughly. o Cross-reference the findings with the City policy requirements to ensure compliance. 8. Decision Making: o Evaluate the background check results against predefined criteria and City policy guidelines. o Determine whether the candidate meets the employment eligibility criteria based on the background check findings. 9. Communication: o Communicate the results of the background check to relevant stakeholders, including hiring managers and the candidate. o Provide clear explanations for any adverse findings and ensure transparency throughout the process. 10. Compliance Documentation: o Maintain detailed records of the background check process, including consent forms, reports, and communications. o Ensure compliance with City policy and relevant legal regulations governing background checks. 11. Final Steps: o If the candidate passes the background check, proceed with the onboarding process. o If the candidate fails the background check, follow company procedures for rescinding the job offer or taking appropriate action based on policy guidelines. Our background check procedures align closely with the City policy, encompassing criminal background checks at national, state, and local levels. The primary difference in our approach is the inclusion of a drug test background check, which, while not explicitly required by City, enhances our comprehensive vetting process, and the exclusion of social security number tracing, and sex offender registry checks. At TSS, we prioritize a safe, respectful, and secure working environment for all employees. As part of our onboarding process, we require all team members to complete mandatory training sessions aimed at fostering compliance, data security, and privacy awareness. Below are the key training topics: 1. Harassment Training: This training focuses on promoting a workplace free from discrimination, harassment, and inappropriate behavior. Employees learn about company policies, recognizing and reporting harassment, and fostering a culture of mutual respect and inclusion. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 20 TECH SMART SOLUTIONS 2. Sex Offender Training: Understanding the legal and ethical implications of employing individuals with a history of sex offenses is crucial. This training provides insights into relevant laws, risk management strategies, and maintaining a safe environment for all employees. 3. Data Security Training: In today's digital landscape, protecting sensitive information is paramount. Our data security training covers topics such as secure data handling practices, password management, phishing awareness, and incident response protocols to mitigate cybersecurity risks effectively. 4. Data Governance Training: Effective data governance ensures the integrity, availability, and confidentiality of our data assets. Employees are trained on data classification, access controls, retention policies, and regulatory compliance requirements to promote responsible data management practices. 5. Privacy and Security Training: This comprehensive training educates employees on privacy laws, such as GDPR and CCPR, and their implications for handling personal and sensitive data. Topics include confidentiality agreements, encryption techniques, secure communication practices, and procedures for responding to data breaches. 6. Ethics and Compliance Training: Upholding ethical standards and regulatory compliance is fundamental to our organization's reputation and success. Employees receive training on ethical decision-making, conflicts of interest, anti -bribery policies, and the importance of transparency and integrity in all business dealings. 7. Cultural Sensitivity Training: In a diverse workplace, understanding and respecting cultural differences is essential for fostering a harmonious and inclusive environment. This training addresses cultural awareness, communication styles, unconscious bias, and strategies for promoting cultural competence among employees. 8. Whistleblower Policy Training: Employees are educated on our whistleblower policy, which encourages reporting of any unethical or illegal behavior without fear of retaliation. This training emphasizes the importance of transparency, accountability, and creating a culture where concerns are addressed promptly and confidentially. By completing these training sessions, employees not only meet our compliance requirements but also contribute to a culture of accountability, trust, and professionalism within our organization. In response to the City's request for comprehensive IT support, we propose the following innovative strategies and solutions aimed at enhancing service delivery, improving operational efficiency, and ensuring cost-effectiveness throughout the duration of the contract: 1. Proactive IT Monitoring and Management Tools: We recommend implementing advanced IT monitoring and management tools that provide real-time insights into network performance, system health, and security status. Tools such as SOIarWlnds or Datadog can automatically detect anomalies and potential issues before they escalate, thus reducing downtime and minimizing disruption to City services. In a previous engagement, this proactive approach resulted in a 40% reduction in unplanned outages. 2. Knowledge Management System: To enhance end-user support and training, we propose the development of a Knowledge Management System (KMS). This system will house tutorials, FACTS, and troubleshooting guides, enabling users to resolve common issues independently and efficiently. By empowering users with self-service resources, we anticipate a 30% decrease in help desk calls, allowing our support technician to focus on more complex issues and improving overall response times. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, N108820 www.TSSUS.net 21 TECH SMART SOLUTIONS 3. Scheduled Maintenance Windows: By formalizing scheduled maintenance windows on designated Fridays, we can minimize disruption to City operations. This approach will include a detailed communication plan to ensure that all stakeholders are informed well in advance. In previous projects, this strategy has proven to enhance user satisfaction by reducing unexpected downtime. 4. 24/7 Remote Support and Onsite Response: To address after-hours emergencies, we will establish a 24/7 support hotline staffed by trained professionals who can provide remote assistance or dispatch a technician onsite within two hours if necessary. This dual approach ensures that critical issues are resolved promptly while minimizing disruption to City operations. We propose an hourly rate for after-hours support that is competitive and transparent, including a minimum hours policy to ensure cost predictability. 5. Performance Measurement Matrix: To measure the effectiveness of our services and identify areas for improvement, we will implement a comprehensive performance measurement matrix. This matrix will include metrics such as response times, ticket resolution rates, and user satisfaction scores. Monthly reports will be provided to the City, allowing for data -driven decision-making and continuous improvement. 6. Regular Training and Development Programs: We commit to providing regular training sessions tailored to the City's evolving technology needs. This proactive training will ensure that all personnel are equipped to utilize technology effectively, ultimately enhancing overall productivity. We will work closely with City staff to identify specific training needs, ensuring a targeted approach that delivers measurable benefits. 7. Security Enhancements: In addition to routine security practices, we propose the implementation of a Security Information and Event Management (STEM) system to bolster the City's cybersecurity posture. This system will provide real-time analysis of security alerts generated by hardware and applications, allowing for immediate response to potential threats. This approach has been successfully implemented in other municipalities, significantly reducing the incidence of security breaches. Each of these innovations is designed to not only meet but exceed the City's expectations for IT support, ensuring efficient, effective, and responsive service delivery throughout the duration of our contract. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 22 COST PROPOSAL EXHIBIT A PROPOSAL FOR SERVICES/RATE SCHEDULE/RESUME TECH SMART SOLUTIONS Company Name TECH SMART SOLUTIONS LLC Address 190 Lincoln Hwy, Ste 107 Edison, NJ 8820 Contact Name VIKRAM ODEDARA Contact Email dmin@tssus.net Phone (551) 253-0415 IT Support Technician $63.00 Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS. net 23 TECH SMART SOLUTIONS RESUME OF PROPOSED CANDIDATE Sonam T. IT Support Technician Highly skilled IT Support Technician with over 11+ years of experience in providing technical support for various clients. Proven ability to manage and support IT infrastructure, troubleshoot network issues, perform routine maintenance, and deliver exceptional customer service. Adept in network administration, desktop support, security compliance, and IT project management. • Server Systems Administration - Managed day -to day -maintenance of Windows Server platforms and associated products such as Active Directory, web sites, Exchange, and databases. • Helpdesk/Desktop Support - Provided technology assistance and problem resolution to those who possess little or limited computer experience or knowledge while maintaining a professional demeanor. • Participated as a team member on system design projects, from initial concept, scope determination, proposals, layout, submittals, installation, and maintenance/administration at project completion. • Performed project/program management. Led and advised analysts in matters of extreme difficulty and complexity toward successful completion. • Analyzed reports to ensure computer workstations and laptops met or exceed IRS security standards. • Provided advice on and devise solutions to a wide range of IT issues. • Applied IT principles, methods, policies and regulations in the IT network services by identifying the need to upgrade or enhance network and computer components. • Instructed employees on how to use all of the computer applications. • Environment including Outlook, Microsoft Office, Enterprise Remote Access Project (ERAP) and many more. • Regular contact with employees, contractors and vendors to plan, coordinate and advise on work and to resolve issues and problems. • Created new methods for setting up computer accounts and equipment for new employees. SKILL SET • Operating Systems: Microsoft Windows XP- 10; Microsoft Windows Server 2003-2012; Mac OS X Snow Leopard- Mountain Lion. • Desktop and Laptop Workstations: Dell, HP, Lenovo, Wyse Thin Clients, iMac and MacBook, Chromebook. • Videoconferencing: Crestron, Life-size, Skype. • Printers: Dell, HP, Ricoh, Canon, Konica Minolta, Lexmark, Xerox. • VOIP: Cisco, Avaya • Mobile devices: (Phone, !Pad, Android cell and tablet devices, Blackberries (BES). • Software: Microsoft Office suite 2003-365; various Adobe products; VMWare. • Disk Imaging / Backup: Symantec Ghost, Acronis, Active Disk, Altiris. • Ticketing platforms: Email, Remedy, Timbuktu, BMC Footprints, Track -It, Incident Management System, Zen trek. • Remote access: Dame Ware, VNC, RDC, Bomgar, TeamViewer, Cisco VPN, Citrix VPN, Juniper VPN. • Desktop/server services: Active Directory, Microsoft Exchange, Google Admin. • Security: Trend Micro, Norton Symantec, AV Defender, Microsoft Firewall ISA, NOD32, Mcafee. • Video conferencing: Skype, Google Hangouts, Microsoft Lyric, Air Media, Apple Air Play, FaceTime. PROFESSIONAL EXPERIENCE Jun 2020—Present IT Support Technician Provident Bank, Jersey City NJ • Provided on-sitetechnical support ensuring all IT systems function smoothly. • Developed and implemented a comprehensive backup plan for city servers and digital archives. • Collaborated with clientsto prepare monthly ITschedules and reports, including help deskactivity, network performance, and outstanding technical Issues. • Delivered end-user training on IT resources and new technologies when identified or requested. • Assisted in IT polity enforcement, inventory management of client's hardware. • Administration of Microsoft Windows Server 2003/2008/2012/2016 in many roles. • Specialized in securing both workstations and servers in complex and dynamic environments. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 vv✓w TSSUS. net 24 TEC H SMART SOLUTIONS • Responsible for the design, installation, and documentation of large campus style networks (fiber, wired, and wireless). • Trained staff in proper use of server software and how to utilize network resources effectively. • Participated in on-call rotation for the state's network infrastructure. • Participated In daily triage of trouble tickets, and established new priorities as incidents occurred. • Managed projects to successful completion, including vendor coordination and billing. • Expert in deployment and support of COTS at facilities with little or no outside support. • Responsible for all aspects of network setup and administration in facility schools. • Implemented standards across campus style networks. • Utilized both LAN and WLAN in various topologies to accomplish stated business requirements. • Participated in assisting local staff with security investigations on many occasions. Sept 2018— Jun 2020 Desktop Support Specialist Valley Bank, Wayne NJ • Provides technical support for over 250 users in a Windows XP/MAC OS X environment. • Installed, configured & troubleshooted wireless access points for end users using wireless connections. • Provided network administration to include LAN troubleshooting and resolution • Supported more than 250 end-users with computer and peripheral devices • Managed and configured all PC systems and peripherals • Installed and managed PC's using imaging software for new users • Troubleshooted and maintained HP printers for all departments • Manages ticketing system for resolving and reporting all users' pc issues • Recommended hardware and software solutions to end users and management. • Set up network user accounts, reset passwords, and permissions, via Active Directory • Prepared and Implemented desktop images to increase productivity of PC distribution • Updated and maintained all end users pc's virus definitions using Symantic Antivirus Aug 2016 —Aug 2018 IT Consultant Charter Communications, St. Louis MO • Provided consultant services, software development, implementation and technical troubleshooting and other services relating to Information and Technology and Services. • Designed and implemented software modification to Point Of Sale (POS) application, base on PowerBuilder Technology with Sybase back -end, which is running over 100 locations nationwide. • Designed and implemented software interfaces from POS to external system. • Provided accurate and detailed estimates on updates and enhancements. • Worked with internal engineers and end users to troubleshoot and solve problem. • Worked with system test and customer service organizations to ensure products meet performance and reliability specifications. • Prepared technical specifications, mapping documents, unit test and Integration test documents for various integration scenarios • Create call to design the Interface and sent the CPP data to SAP system and create the parcel and sent to PO receiver system. Oct 2014 — May 2016 IT Support Analyst Sparrow Health System, DevLogic Technologies, Pune, India • Knowledge of network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless). • Installed Cat -6 Ethernet Cables from Cisco IP Phones to Laptops and Desktops for the IMF organization. • Provided help desk, mainframe and desktop support to serving the IMF organization. • Utilized ITIL Ticketing Systems such as CA service desk, BMC Remedy, and Service Now (IT SNOW) • Provided NOC support in the IMF by sending out broadcast messages when the servers where being upgraded or patched. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 25 TECH SMART SOLUTIONS • Installed, configured and troubleshoot VPN (with cisco and pulse secure) connectivity problems for end-users. • Performed imaging and conditioning of all R equipment. • Provisioned new laptops and desktops, including imaging, user configuration, and software installation. • Monitored and resolved with OA Tactics, daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated. • Applied troubleshooting techniques and technical knowledge to identify the severity of the problem and perform needed steps to resolve the issue. • Documented all reported problems, requests, questions and resolutions in Standard Operating Procedures and Technical Deskside References. • Applied and utilized verbal and written communication skills, to foster excellent problem solving and analytical skills for Incident/Work-order Management to streamline efficiency. Jul 2013 — Sept 2014 Desktop Support Technician Aetna Insurance, DevLogic Technologies, Pune, India • Assisted staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines. • Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software. • Worked with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients. • Trained and orient staff on use of hardware and software. • Worked with procurement staff to purchase hardware and software. • Assessed functional needs to determine specifications for purchases. • Administration and support of backup technologies for hardware and software and user profile and HD backup and restore. • Helped with LAN/WAN components and protocols: TCP/IP, DHCP, DNS, switches, routers and wireless connectivity. • Supported server systems here in the DFW office alongside the network, telecom and security group's teams in our onsite server room. • Worked with cable/DSL and fiber broadband vendors on connectivity issues. • Possessed vigorous and analytical problem -solving and communication skills that are used daily to meet goals. • Used ServiceNow IT service management and Remedy incident management for support ticketing systems. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.rssu S. net 26 TECH SMART SOLUTIONS Sid Karuppiah Contract Director Dedicated and detail -oriented Contract Manager with 11+ years of experience and a proven track record in the IT staffing industry. Adept at drafting, negotiating, and managing contracts to ensure compliance and mitigate risks. I leverage my expertise in contract administration to promote operational efficiency and augment the company's achievements. • Maintained an automated tracking system of clients, contracts status, and individual Statements of Work. • Operated by company policies and comply with company business ethics practices. • Monitored contract compliance and optimized contractual obligations. • Prepared letters, memoranda, and miscellaneous forms in support of contract closeout activities. • Developed and enforced policies and procedures to maintain operational excellence and compliance with regulatory requirements • Stayed informed about changes in laws and regulations that may impact contract management activities. • Negotiated contract terms and conditions with vendors, customers, and other stakeholders. SKILL SET • Contract Negotiation • Legal Expertise • Compliance Management • Vendor and Supplier Management • Policy Development • Contract Lifecycle Management PROFESSIONAL EXPERIENCE June 2022—Present Contract Director Tech Smart Solutions LLC — Edison, NJ • Frequently interacted with accounting on various invoices for contract closeout -related issues. • Facilitated contract/agreement compliance with all regulations and guidance. • Maintained and organized a detailed tracking filefor each contract which will include the original contrac and all correspondence, changes/deviations. • Conferred with other management staffs and customer reps to clarify problems and resolve complaints • Maintained files and special contracts for vendors to ensure correct data. • Identified process improvements in all areas of the division to maintain superior customer service while handling issues with increased complexity and sustaining a high-volume workload. • Interfaces with clients to resolve operational issues. • Organized conference calls with vendors to ensure customer satisfaction through improved operations. • Documented escalated concerns and negotiated resolutions between customers and service. • Developed and negotiated contracts with clients, improving terms and conditions and resulting in a 159 increase in contract value. • Created uniform contract templates that streamlined the negotiating process and cut the turnarounc time in half. • Implemented a method for evaluating vendors, which resulted in a 15% increase in the dependabiliti and quality of outsourced services. • Built and maintained connections with suppliers and vendors, negotiating advantageous terms am guaranteeing adherence to agreements. Feb 2019 — May 2022 Contract Manager Origin To Future, Inc — Richardson, TX • Prepared negotiated terms and conditions for the Vice President of Contracting Services to review. • Tracked authorizations and correspondence. • Coordinated with technical approvers and AP to resolve invoice/ payment issues. • Processed change orders, modifications, and terminations, and resolved invoice issues promptly. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSLIS.net 27 TECH SMART SOLUTIONS • Interacted daily with internal/external customers, peers, other functional departments, and all levels o management. • Balanced the organization's interests with external parties to reach mutually beneficial agreements. • Resolved disputes and conflicts during the negotiation process. • Monitored contract budgets and financial performance, ensuring adherence to budgetary constraints. • Identified cost-saving opportunities and negotiated favorable pricing and terms with vendors. • Tracked contract expenses and expenditures to ensure accurate billing and invoicing. • Communicated effectively with internal stakeholders to facilitate the contract management process. • Analyzed contract data and trends to identify opportunities for process improvements and cost savings • Prepared reports and presentations summarizing contract performance, risks, and opportunities. • Provided regular updates to senior management on contract status and key milestones. • Created and maintained a program for contract compliance, guaranteeing that all legal and regulator criteria were met. • Conducted regular audits of contracts to address potential compliance issues, resulting In a 989 compliance rate. Aug 2015 — Dec 2018 Contracts Specialist Aditi Consulting - Bellevue, WA • Prepared negotiating terms and conditions for the Executive Director to review. • Researched Collaboration Agreements, Research & Development Agreements as well as Sole Source justifications. • Managed Program supplier screenings and initial qualifications (D&B Reports, Excluded Parties List). • Prepared solicitation and proposal packages confidential. • Created and implemented SOP for OEAC Interdiction Compliance Software Reporting System. Maintained a central repository of contracts and related documents, ensuring accuracy and accessibility • Monitored contract performance and compliance with terms and conditions. • Coordinated contract renewals, amendments, and terminations as necessary. • Identified and assessed risks associated with contractual agreements. • Prepared the requisite documentation and acquired concurrence from executive staff for the award o contracts and task orders. • Maintained and updated my skills on all current technological information and issues regarding cellula phones and companies. • Worked together with clients to comprehend their contractual obligations and resolve any issues building enduring and fruitful partnerships. • Acted as the main point of contact for questions about contracts, which led to a 90% client satisfactioi rate. May 2013 —Jul 2015 Contract Administrator Wise Equation Solutions LLC — Chesterfield, MO • Managed, administer, and edited all the end-to-end development of Contract paperwork am procedures. • Drafted, procured and processed partially executed Contracts, Amendments and Agreements. • Provided compliance reporting against policy, systems and suppliers. • Prepared and provided necessary inputs for Agreement discussion content summary level as neede( for team meetings, stakeholder discussions, and Sourcing events. • Assisted internal and external audits to meet requirements during the audit process. • Drafted and negotiated complex, non -routine, contractual instruments of moderate to high risk. • Developed negotiation strategy and leads negotiation of complex, non -routine, contractual issues. • Reviewed complex, non -routine solicitation of moderate to high risk to the organization and prepare response for proposals, bids, and contract modifications. • Analyzed significant and or unique contract requirements, special provisions, and terms and condition to ensure compliance with appropriate laws, regulations, and organizational policies. • Analyzed new laws, regulations, and contract trends for potential impact on organizational goals ani objectives. • Assisted in the identification, development, and implantation of new contract policies and practice internally. • Coordinated communication and interaction with law, finance, and business team disciplines for resolutions of contact issues and processes. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 28 TECH SMART SOLUTIONS Charity Monjuan Delivery Manager With over 9+yea rs of experience in the IT Industry, I have honed my skills as a DeliveryManager. Dedicated and results -oriented with a proven track record In leading successful IT staff augmentation projects. Adept at managing cross -functional teams, optimizing processes, ensuring timely delivery of high-quality solutions, and leveraging my skills and experience to drive operational excellence and client satisfaction. PROFESSIONAL SUMMARY • Led the whole IT staff augmentation project delivery process, making sure all client needs were fulfilled to the highest standard. • Worked closely with clients to comprehend their personnel requirements, coordinating resources and offering strategic advice on hiring new employees. • Created and led a high -achieving delivery team while supervising hiring, onboarding, and ongoing professional development. • Created and put into place established procedures for talent evaluations, interviews, and candidate screening to guarantee the caliber of hired experts. • Built trusting connections with consultants and clients alike by acting as the primary point of contact for client satisfaction and issue resolution. • Track project development, resource distribution, and budget compliance; take proactive measures to resolve any issues that arise to fulfill project budgets and schedules. • Foster a culture of continual improvement by conducting performance reviews regularly and giving team members constructive criticism. • Led strategic discussions with clients to understand their business objectives and IT staffing needs, resulting in a 20% increase in client satisfaction. SKILL SET • Project Management • Client Relation Management • Communication and Interpersonal Skills • Talent Acquisition and Development • Stakeholder Collaboration June 2022- Present Delivery Manager Tech Smart Solutions LLC— Edison, NJ • Developed and implemented strategic plans and initiatives to drive business growth and improve operational efficiency. • Oversaw day-to-day operations, including scheduling, resource allocation, and performance management. • Built strong relationships with stakeholders to understand their needs and ensure customer satisfaction. • Conducted regular performance evaluations and provided feedback and development opportunities to team members. • Managed budgets and expenses, optimizing resource allocation to meet financial targets. • Implemented process improvements and best practices to streamline workflows and productivity. • Collaborated with cross -functional teams to support company -wide initiatives and projects. • Assisted in the management of daily operations, including staff supervision, inventory management, and customer service. • Assisted in the recruitment, selection, and onboarding of new employees, ensuring a smooth transition into the team. • Resolved customer complaints and inquiries in a timely and professional manner, maintaining high levels of customer satisfaction. • Conducted training sessions for new hires and ongoing training for existing staff to ensure compliance with company policies and procedures. • Identified new business possibilities and increased service offerings to current clients in partnership with the sales team, resulting in a 15% increase in revenue. • Acted as the main point of contact for customers, answering their questions and making sure that 98% of them were satisfied. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 w.vw.TSSUS.net 29 TECH SMART SOLUTIONS Mar 2018 -May 2022 Operations Manager Innovit USA, Inc—Langhorne, PA • Conducted performance evaluations, recognizing achievements and addressing areas for improvement. • Took appropriate disciplinary actions, when necessary, according to company policies and procedures. • Built and maintained strong relationships with clients, understanding their needs and preferences. • Act as a liaison between different departments, facilitating coordination on projects and initiatives. • Ensured compliance with company policies and procedures, as well as regulatory requirements and industry standards. • Collaborated with other departments and functions to achieve shared goals and objectives, fostering a spirit of teamwork and collaboration. • Identified and assessed risks associated with departmental activities, implementing controls and mitigation strategies to minimize risk exposure. • Stayed abreast of changes in regulations, proactively addressed compliance issues and risks. • Address customer inquiries and concerns in a timely and professional manner. • Developed and oversaw a highly effective delivery team including professionals, introducing a mentorship initiative that resulted in a 25% increase in staff retention. • Conducted frequent workshops and training sessions to improve team members abilities and guarantee compliance with industry best practices. Nov 2016 — Dec 2017 Client Success Manager SkyBridge Resources—Tampa, FL • Identified opportunities for process improvements to enhance efficiency and effectiveness. • Monitored market trends and competitor activities to inform strategic decision-making. • Managed budgets and expenses, optimizing resource allocation to meet financial targets. • Set clear performance expectations and goals for team members, providing regular feedback and coaching to support their professional development. • Identified opportunities to cross -sell products and services to existing clients, driving revenue growth. • Planned, coordinated, and oversaw projects from initiation to completion, ensuring they were delivered on time and within budget. • Analyzed key performance metria and data to assess departmental performance and identify areas for improvement. • Prepared and presented performance reports and analyses to senior management and other stakeholders, highlighting achievements and challenges. • Oversaw the whole IT staff augmentation project delivery process, regularly achieving or surpassing project deadlines and milestones. • Implemented a resource allocation strategy that optimized project staffing, resulting in a 10% reduction in project costs while maintaining quality standards. Sept 2015 — Oct 2016 Recruiter Donato Technologies, Inc— Dallas, TX • Led and motivated a team of employees to achieve departmental goals and objectives. • Provided direction, coaching, and support to team members, fostering a productive work environment. • Delegate tasks and responsibilities effectively, leveraging team strengths and capabilities. • Developed and implemented strategic plans and initiatives to drive business growth and achieve organizational objectives. • Oversaw day-to-day operations, ensuring smooth and efficient functioning of departmental activities. • Developed and enforced policies and proceduresto maintain operational excellence and compliance with regulatory requirements. • Mentored and coached junior staff members, helping them grow and advance in their careers. • Communicated effectively with internal stakeholders, including senior management, colleagues, and cross -functional teams. • Used data -driven insights to inform decision-making and drive continuous improvement Initiatives. • Developed and put into place standardized procedures for interviewing candidates, screening them, and onboarding them. This increased hiring efficiency overall by 30%. • Introduced key performance indicators (KPIs) to measure and improve delivery processes, leading to a 15% increase in project delivery efficiency. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSU5.net 30 TECH SMART SOLUTIONS Jenneth Herbito HR & Admin Manager Dedicated and results -driven HR &Admin Professional with over 10+years of experience in developing and Implementing effective strategies to ensure organizational adherence to legal and regulatory frameworks. Proven expertise in navigating complex employment law issues, mitigating compliance risks, and fostering a positive workplace culture. PROFESSIONAL SUMMARY • Provided mediation between employees and less tenured supervisors to ensure all State and Federal compliances • Maintained upkeep and education In all employment law changes I • Conducted job description analysis and updates to ensure employee job classifications are within compliance • Maintained exceptionally strong confidence in all communication with all levels of employee interactions • Reported any HR concerns to the VPs, Managers or Owners with recommendations for follow up • Positioned myself as the company change agent who is available and successful at creating opportunities for individual and company growth • Updated the company handbook, employee files and all paperwork associated with employees • Actively maintain confidence in all employee relation situations excluding any accusations of harassment or hostile work environment • Educated managers in providing legally responsible progressive discipline with strong related measurable action plans • Managed successful and clearly communicated policy and procedure updates and rollouts • Managed a team of employees all focused -on HR effectiveness I • Evaluated employee compensation to ensure internal compliance within salary grades; review of competitive salary ranges through use of PayScale; and gain approval of earned salary Increases outside of the annual salary increases • Advocated for career development for each employee and engage in conversations with managers to ensure career laddering is a focus throughout the whole year • Provided training in the creation of S.M.A.R.T goals related to annual performance reviews and individually assigned goals and training SKILL SET • Account Management • Client Relationship Management • Recruitment and Talent Acquisition • Cross -functional Collaboration • Negotiation Skills PROFESSIONAL EXPERIENCE June 2022- Present HR & Admin Manager Tech Smart Solutions LLC — Edison, NJ • Fully responsible for C&B related issues. Including payroll calculation, monthly/weekly HR report, Social benefits, Announcements, Labor Contract Renewal and related issues • Established and interpreted HR related policies and procedures, led changes to ensure all programs and HR policies are In compliance and business transformation. Including update Associates' Handbook, H RM procedures; create Orientation • Training, Hiring Process establishment, etc. • Handled employee relations cases equitably and consistently, including for dealing with Labor • Coached and led the subordinate on HR -related activities issue carry on • Supported business department on manpower strategy plan, focusing on HR related trouble -shooting • Facilitated personal performance improvement plan design, monitor process transparent and fair • Facilitated the headcount forecast, working with the business on manpower requirement • Interpreted and monitored employee relations policies and labor laws proactively, ensure employee relations plans compliance and business transformation Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 31 TECH SMART SOLUTIONS Jan 2020 — May 2022 HR Generalist Apptrics LLC—Alpharetta, GA • Drafted, reviewed, and negotiated employment contracts, non -disclosure agreements IN DAs), and other legal documents to ensure compliance with employment laws and regulations. • Conducted internal investigations Into employee complaints and allegations of misconduct, ensuring fair and unbiased resolutions. • Developed and implemented HR policies and procedures by federal, state, and local laws, including but not limited to anti -discrimination, harassment, and privacy policies. • Liaised with external legal counsel as needed to address complex legal issues and ensure legal compliance. • Conducted training sessions for employees and managers on legal and compliance topics, including workplace harassment prevention, diversity and inclusion, and ethics. • Collaborated with cross -functional teams to ensure compliance with labor laws, including wage and hour regulations, FMLA, ADA, and FLSA. • Provided legal guidance and support to HR team members on employee relations Issues, disciplinary actions, terminations, and other employment-related matters. • Conducted audits and assessments to identify areas of non-compliance corrective actions to mitigate risks. Sep 2017 — Nov 2019 Administrative Assistant One IT Corp — Dover, DE • Managed full -cycle recruitment processes, including job postings, resume screening, interviewing, and onboarding, ensuring compliance with equal employment opportunity (EEO) regulations. • Administered employee benefits programs, including health insurance, retirement plans, and leave policies, and served as the primary point of contact for employee Inquiries. • Conducted new hire orientations and facilitated employee training sessions on HR policies, procedures, and compliance requirements. • Coordinated performance management processes, including goal -setting, performance evaluations, and disciplinary actions, in collaboration with department managers. • Assisted in the development and implementation of HR initiatives to improve employee engagement, retention, and satisfaction. • Developed and conducted training programs for employees and managers on legal compliance topics, such as harassment prevention, diversity and inclusion, and workplace ethics. • Ensured employees understand their rights and responsibilities under applicable laws and policies. • Conducted audits and assessments to identify areas of non-compliance or potential risks. • Developed and implemented corrective actions to address identified issues and mitigate legal risks. • Ensured compliance with data privacy laws, such as GDPR or CCPA, in handling employee data and sensitive information. Maintained accurate employee records and HRIS data, ensuring confidentiality and compliance with data privacy laws. May 2014—July 2017 Administrative Specialist Net2Source Inc—Somerset, NJ • Prepared and drafted correspondences, in addition to compiling weekly reports from the divisions within the Office of Policy to ensure that there is complete and accurate feedback to avoid possible deficiencies priortothe Assistant Secretary's review and signature. • Meeting agendas, and summaries and maintains related files and records. • Provided comprehensive executive administrative assistance to the senior leadership to aid in implementing the Agency's programs. • Maintained control over the senior leadership calendar with the authority to make time commitments. • In the absence of the senior leaderships ensures that requests for action or information that would usually receive the senior leadership's attention is directed to appropriate staff personnel for response. • Coordinated travel arrangements for the senior leadership. • Read and analyzed incoming memos, submissions, and reports to determine their significance. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 32 TECH SMART SOLUTIONS CheloJavines Account Manager Results -driven Account Manager with over 8+ years of experience in client relationship management, revenue growth, and strategic planning. Adept at leading cross -functional teams to deliver solutions that meet customer needs and drive business results. Seeking to leverage skills in client retention and upselling to contribute to a dynamic organization. PROFESSIONAL SUMMARY • Established business analysis methodology. Business Capture, Business Process Modeling. Client Relationship Management. • Responsible for managing and coordinating full marketing, business planning and sales strategies. • Formed teaming relation with Customers and Clients Exploring new opportunities with existing accounts. • Identifying new process, finding out gaps in existing process. Day to Day Monitoring/Mentoring to the team members. • Streamlined the process in coordination between business development and pre- sales group Responsible for qualifying and prioritizing opportunities, and formulating win strategies to position the company to secure new business directly with Government organizations through full life cycle capture strategy, and through strategic partnership/alliance with prime government contractors. • Built and cultivate existing account base. Analyze sales growth, market intelligence and company profitability to make sound business decisions. SKILL SET • Project Management • Customer Service • Contract Management • Business Development • Highly Organized • Yield Management • Extensive Database Knowledge • Design Execution and Implementation July 2022 -Present Account Manager Tech Smart Solutions LLC — Edison, NJ • Establish new client relationships, partnerships, and internal operations to identify needs, and implement solutions. • Maintain close working relationship with key client executives and managers to understand delivery issues, address concerns and maintain customer client satisfaction. • Work closely with Delivery Manager to anticipate requirements and identify Potential resource pool involved in screening job applications by matching them with job. • Sell full range of solutions ranging from consulting, strategic staff augmentation, and custom development. • Drive revenue by formulating strategies and tactical sales initiatives to stimulate growth, and identifying areas of opportunity. • Manage the overall operations of Recruitment and Federal business team and managing the overall aspect of initiating a new setup for the organization in U.S. Federal Business. • Manage Resource planning and Staff Administration. Oversee various operational issues/challenges coming up on daily basis. • Conduct regular performance reviews with clients to ensure alignment with business goals and improve overall service delivery. Supported senior Delivery Manager in day-to-day client interactions, contract negotiations, and reporting. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS. net 33 TECH SMART SOLUTIONS Oct 2020—Jun 2022, Account Manager SRS Consulting Inc— Fremont, CA • Delivered consultative services, developing long-term client relationships and trust through effective communication and support. • Negotiated contracts and managed client expectations, resulting In a 20% increase in average contract value. • Analyzed client data and KPIs to develop presentations and reports for quarterly business reviews. • Single point of contact for communication, escalation, executive reporting, budgets, forecasts and staffing. • Utilized consultative selling skills to discover, advise and ultimately present qualified sales proposals. • Managed company social media outlets to ensure clients have latest Information available. • Responsible for providing account updates and metric reporting to senior management. • Worked with existing key customers and provide on-going sales support, applications support, and technical support Feb 2017—Sep 2020 Client Services Manager TSQ Systems Inc — Irving, TX • Served as the primary point of contact for clients to address any service -related inquiries or concerns. • Built and maintain strong relationships with clients, ensuring their satisfaction with the company's products or services. • Conducted regular check -ins and meetings to understand client needs, expectations, and overall satisfaction. • Managed client escalations and address any service -related issues or complaints. • Coordinated with relevant teams to troubleshoot problems and provide timely solutions. • Followed up with client's post -resolution to ensure they are satisfied and that their concerns are fully addressed. • Generated regular reports for clients, detailing performance metrics, service usage, and any areas for improvement. • Coordinated with technical teams to address any product or service changes that may impact clients. Oct 2015 — Dec 2016 Business Development Specialist US Tech Solutions — New Jersey, NJ • Performed walk -outs to obtain homeowners association contact information for addresses on privately -owned roads from predetermined • Performed "desktop studies" to gain as much contact information as possible from online sources • Tracked all contact information and ROE sales process through Salesforce and other present methods • Matched data provided from city officials to internal address lists • Optimized and established proper processes for sharing address data between various teams. • Drove monthly dashboards which analyze program metrics to optimize new opportunities with clients; • Collaborated closely with various Confidential departments to manage business development and member acquisition projects; • Generated and analyze weekly, monthly and annual client POS reporting to the client team and the broader company. • Executed monthly promotional campaigns generating buzz about product offerings and increased social engagement with the credit union. Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 34 TECH SMART SOLUTIONS References Client Name State of Texas - Dept ITD PMO Client Location 5806 Mesa Dr, Austin, TX 78731 Contact Name Leanderjoseph Contact Person Title Sr. Business Analyst Telephone Number (408) 581-0881 Email Address Lioseph@tabc.texas.gov Client Name State of Maryland — Department of Human Services Client Location 849, International Dr, Linthicum Ht, MD 21090 Contact Name Induwara Mapalagama Contact Person Title Scrum Master/ Trainer/ Content Developer Telephone Number (661) 4S3-6618 Email Address induwara.mapalagama@maryland.gov Client Name State of Michigan - Department of Technology, Management and Budget Client Location 111 S Capitol Ave, Lansing, MI 48933 Contact Name Eshwar Murthy Revur Contact Person Title Project Manager Telephone Number (706) 603-6991 Email Address revure@michigan.gov Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS. net 35 TAX AND ACCOUNTING January 21, 2024 Tech Smart Solutions LLC Vikram Odedara 190 State Route 27, Ste 107 Edison, NJ 08820 Dear Mr. Vikram Odedara TECH SMART SOLUTIONS We have compiled the accompanying statement of assets, liabilities, and equity- income tax basis of Tech Smart Solutions LLC, a New Jersey Limited Liability Company, as of December 31, 2023 and the related statement of income and expenses - income tax basis for twelve months ended on December 31, 2023. We have not audited or reviewed the accompanying financial statements and, accordingly, do not express an opinion or provide any assurance about whether the financial statements are in accordance with the income tax basis of accounting. Management is responsible for the preparation and fair presentation of the financial statements in accordance with the income tax basis of accounting and for designing, implementing, and maintaining internal control relevant to the preparation and fair presentation of the financial statements. Our responsibility is to conduct the compilation in accordance with Statements on Standards for Accounting and Review Services issued by the American Institute of Certified Public Accountants. The objective of a compilation is to assist management in presenting financial information in the form of financial statements without undertaking to obtain or provide any assurance that there are no material modifications that should be made to the financial statements. Very truly yours, Akash Sharma, CPA Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 36 TECH 1'? SMART r_..3 SOLUTIONS Income Statement (Profit and Loss) Tech Smart Solutions LLC For the year ended December 31, 2023 2023 Income Sales 2,842,060.28 Total income 2,842,060.28 Cost of Goods Sold Cost of Service Rendered 397,759.68 Total Cost of Goods Sold 397,759.68 Gross Profit 2,444,300.60 Operating Expenses Advertising 1,556.95 Ask my accountant 271,861.49 Automobile Expenses 2,617.62 Bank Seryoe Charges 93.59 Computer & Software 12,378.62 Dues & Subsoiptons 1,121.61 Gigs 116.33 Hosting Service 2,384.42 Insurance 6,960.69 Meals & Entertainment 1,666.20 Office Expenses 12,453.14 Office Supplies 7,799.04 Outside Service 278,852.58 Parking & Tolls 747.83 Payroll Processing fees 12,397.74 Payroll Tax Expense 348,661.78 Postage & Delivery 20.40 Professional fins 38,594.60 Recruitment Services Expose 599.00 Referral Fee Expense 800.00 Rent 25,783.76 Repairs and Maintenance 6,791.02 Telephone & Internet 8,430.52 Training & Seminars 19,359.65 Travel 10,478.45 Utilities 8,229.37 Visa and Work Permits 17,819.82 Income Statement (Profit and taxi) Tech Smart 5olui ona I1L Jan 21, 2024 Page 1 of 2 Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 37 Income Statement (Profit aol L ) Wages and Salaries Total Operabng Expenses I TECH a SMART ^. SOLUTIONS 1013 1,092,486.86 2,191,063.08 Operating Income 253,237.52 Net Income 253,237.52 income Statement (Profit and Loss) Tech Smart Solubons LLC ]an 21, 2024 Page 2 of 2 Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 38 TECH SMART SOLUTIONS Balance Sheet Tech Smart Solutions LLC As of December 31, 2023 DEC31,2023 Assets Current Assets Cash and Cash Equivalents Bank of America 166,003.50 Total Cash and Cash Equivalents 166,003.50 Accounts Receivable 329,720.00 Total Current Assets 495,723.50 Long Tenn Assets Rent Deposit 2,400.00 Total Long Term Assets 2,400.00 Total Assets 498,123.50 Liabilities and Equity Liabilities Current Uabilitles BOACC-6607 592.74 Total Current Liabilities 592.74 Total Liabilities 592.74 Current Year Earnings Owners Contribution Owners Draw Retained Earnings Total Equity Total Liabilities and Equity Salantt5heet Tech Smart Solutionsl1C ]an 21,2024 253,237.52 56,440.00 139,379.99 48,473.25 497,530.76 498,123.50 Page 1 of 1 Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 wwwTSSU$.net 39 CERTIFICATIONS SUPPLIER CLEARINGHOUSE CERTIFICAIE OFELIGIBILIIY DATE: Apra 19..0:7 TECH SMART SOLUTIONS The Supplier Clearinghouse for the LollySupplier Diversity Program of the C hfm= Public Utilities Coutmiss,on beretry certifies that it has audited and verified the eligibilay of Tech Smart Solutions, LLC lfinorih• Business Enterprise WBE/ ptusuart to Co®ission General Order 156. and the terms and conditions stipulated in the Verification Application Paclaee. This Certificate shall be valid only uith the Clearinghouse seal aaxed bereto. Eligibility must be maiat used at all notes and reruued uvthm 30 drys of acro chm es m oamshvp or control. Failure to comph' may result in a denial of eligibility. The Clearinghouse may reconsider ter c;hon if it u detemvoed that such status rias obtained by false, misleading or incorrect information Decertification may occur if any verification under der uhich eligibility teas awarded later becomes invalid due to Commission Wilma. The Clearinghouse may request additional information or conduct on -sae visits tuna- the term of v'erificanou to verify eligibility. This certification is valid only for the penod that the above firm reotarns eligible as detemrined by the Clearinghouse. L%Idy- companies may direct inquwies concerning this Certificate to the Clearinghouse at (800) 359-7998. 1'O\:• 24000214 DET]FP%& 4lT0. D.4TE:.ipn719, 2024 Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 40 CERTIFICATE OF INSURANCE q oaa CERTIFICATE OF LIABILITY INSURANCE TECH SMART SOLUTIONS RATE IMMA 0-23-m 12/31/2023 THIS CERTIFICATE IS ISSUED ASA MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITfITE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER AND THE CERTIFICATE HOLDER. IMPORTANT: N the certificate holder Is an ADDITIONAL INSURED, the policy(les) must be endorsed. N SUBROGATIONIS WANED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of Such endorsement(s). FnooucIER CONTACT AUTOMATIC DATA PROCESSING INS/PAC 75250815 MORE (858)2257968 No, EXR: FAX (888)4436112 (Alc, BPk 71 HANOVER ROAD COMMERCIAL GENERAL LIABILITY EMAIL FLORHAM PARK NJ 07932 ADDRESS IRBURERIS) AFFORDING COVERAGE NANUI QuSaREO INSURER A: Hartford UndeNTters Insurance Company 30104 Tech Smart Solutions LLC INSURERS 190 LINCOLN HWY INSURER C . EDISON NJ 08820-3538 MSUREND: X General Liability INSURER E: INSURER F: THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED.NOTWITHSTANDING ANY REQUIREMENT. TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PND CLAIMS. IN TYPEOFMMNUNCE ADDL SUBR FODCY NUMBER FOLICYEFF FODCY EXP Wlrs COMMERCIAL GENERAL LIABILITY EACH OCCURRENCE $2,0D0.000 CLAIMS MAGE OCCUR DMMGETORENTED $1,ODO.000 X General Liability MED EXP IArrywpMFa) f10,000 A 76 SBW AWOFC6 0209/2024 02/09/2025 %RS SADVINMRY $2.000.D00 SENT AGGREGATE LMITAPPLIES EER: GFNERALAGGREGATE $4.000,000 X POLICY❑JECT El— R10DUCT8-COMPA]PAGG $4.00D.DD0 O1HER: AVT—MILE usu"Lor COMBINED SINGLE LIMIT $2000000 ANY AUTO BWIY INJURY (Per pnram) A ALL scHEDULEo ALL 00 Auros 76 SBW AWOFCS 02109/2024 02/09/2025 BCDLYINRIRY(Per Aca4X) HIRED NONOWNED X AUTOS X AUTOS PE IPin dwn) UMBRELL ELLA IJAe X OCCUR EACH OCCUPRFNCE $3.DDD.DOO A EXeRAe MATER 76 SBW AWOF06 02/09/2024 02/091 AGGREGATE $3,000,100 RETENTION $ 10,000 W MRSCOMPENSATNaJ PER OlM- AIDEMAOVERS LIABILITY STATUTE EL EACH ACCIDENT ANY YM PROPRIETORPARTNERIEXECUTNE OFFICEWMEMBER EXCLUDED? MA EL DISEASE EA EMPLOYEE maIlOa" In NH) Nyn. En vie under EL DISEASE PDUCY LWT DESCRIPRON OFO M MaN A Fa®Safe Technology Emms or Omissions Liability 76 SBWAWOFC6 02/0912024 02/08@025 Each Wmngful Act 112,000,001) Aggregate Limit $2.000.00D OESCPoPIION Q'OPERAININB/IOGIIONa/VENICLES (ACORD 101, AEENo—1 Ramarka SCMEUN, mryaF SMCRM Rmonapse N ragWMl The Business Lability Coverage Part includes a Blanket Additional Insured By Contract Endorsemem, Form SL 30 32. CERTIFICATE HOLDER CANCELLATION 01988-2015 ACORD CORPORATION. All rights reserved. ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 41 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED W ACCORDANCE WITH THE POLICY PROVISIONS. AUTHORIZED REPRFSSIVIATIME e'IfC� � 01988-2015 ACORD CORPORATION. All rights reserved. ACORD 25 (2016/03) The ACORD name and logo are registered marks of ACORD Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 www.TSSUS.net 41 TECH SMART SOLUTIONS ACO L7F' DATE IMN9OnYYY) CERTIFICATE OF LIABILITY INSURANCE 1231 2023 THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE IMPORTANT: N the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. If SUBROGATIONIS WAIVED, Subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement On this Certificate does not confer rights to the certificate holder in lieu of such endorsemengs). PNOOVCER CONI ACT MME: AUTOMATIC DATAPROCESSING INSAGCY - ----- - 76250675 PININE (600)524-7024 INC, Nq B11: W c. Nal 1 ADP BLVD WE 625 Ea ADDRESS, ROSELAND NJ 07068 INgR (S)AFFORDINOCOVEAAOE NAICtl DISURERA: Hartford Fire and its P&C Affiliates 00914 - HOURS) INSURERS: TECH SMART SOLUTIONS LLC INSORERC: 190 LINCOLN HWY EDISON NJ 088203538 INSURERD: IHSYRERE: INSURER F: rYIUFRAOFA r:FRTICIr:ATF NI INRFIBH RFUIBUIN NI IMRFR• THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD INDICATED.NOTWITHSTANDING ANY REOUIREMENT. TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO AL1 THE TERMS, EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLNMS. LM TYPE OF IN4VMMCE � fee) 101011 POLICY MIYBEN POU(niffIF IMoorfy MT POLICY DIF nalwal y" UNITS CGMMERCIAL GENET K LIABILITY CUJMSMADEI IOLCUi EACH OCWRRENCE DAMAGETORENIED PR MISES(a YYPIwIuI MEDE%P(AnyaYPN ) LERSONN BAOJ IILURY CfMLM.fA'EW1TEnMRAPIRIEIS PBR PwlCY1 I�,T IL)C OTHER LLJJ IIJJ GENFRN AGC#GATE PRODUCTS-CwvaPAGO AUiOYOHLE tMaIRY ANY AUTO ALL CLAMED SCHFf%RFO AUTOS AUTOS; HPoD ED AUTOS AUTOS COMBHm SINGLE LIMN (E+tlmeeti) OOwly nudtTllbr Pe'Lml IwwLr IruuRr (PY ARaasID PROPERTY DAMAGE (Perm) u--OCCUr[ E>CE44 LIAa CLANS MASE rACH CCWNffNCE AGGREGATE DFD RETENTION$ A anatur RSCOYPENSATON ANDEMPLOYERBIAABIU f ANY YH aTlcEa,MEMBEa EzauoEm � ryAMAIaryMXIR DESC P710N0F0 DESCPoPTpN OF OPEMTIONS bbw MA 76 WEIS AVBJBX 07082024 X FER OTfL STATUTE EA EL. EIGHACOMW $I.ODO.000 02/09/2025 EL DISEASE -EA EMPLOYEE $1,ODO,DOD ELdSFASE-PoLICV LIMrt $1,000,000 DE4CRIpTiQ'IOFOPERAIION4/LOGTrdr4 I VEItlCLE8 WORD 101, MCEYIW RmYM Sd .nary W ANATNM N. W. Y rtyulNC) Tho9e U8UBI tO'H. IRSU ' operation. rFRT1FIr`.ATF NOA T FR r:ANfFI l ATION ®19884015 AUONU GOHYONAI ION. An rights reserved. ACORD 25 (2015103) The ACORD name and logo are registered marks of ACORD Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 wwwTSSUS.net 42 SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. AOlNd1�1D REPREBEMATNE ®19884015 AUONU GOHYONAI ION. An rights reserved. ACORD 25 (2015103) The ACORD name and logo are registered marks of ACORD Tech Smart Solutions 190 Lincoln Hwy, Ste 107 Edison, NJ 08820 wwwTSSUS.net 42 t W., TSS . w R L !f iii.=. 2jJ& fft \ .. {yT i 4. 1. `.� • � • • n r t t W., TSS . w R L riR .,_ThankYou ■■ 9 � i f �7 w T� i t a a 1� ..� f♦r y z00; E4. - Attachment N Professional Services Agreement PROFESSIONAL SERVICES AGREEMENT INFORMATION TECHNOLOGY MANAGEMENT SERVICES (ACORN TECHNOLOGY SERVICES) PARTIES AND DATE. This Agreement is made and entered into this 121^ of November, 2024 (Effective Date) by and between the City of Rosemead, a municipal organization organized under the laws of the State of California with its principal place of business at 8838 E. Valley Blvd., Rosemead, California 91770 ("City") and ACORN TECHNOLOGY SERVICES with its principal place of business at 1960 Chicago Avenue, Suite E9, Riverside, CA 92507 ("Consultant"). City and Consultant are sometimes individually referred to herein as "Party" and collectively as "Parties." 2. RECITALS. 2.1 Consultant. Consultant desires to perform and assume responsibility for the provision of certain professional services required by the City on the terms and conditions set forth in this Agreement. Consultant represents that it is experienced in providing INFORMATION TECHNOLOGY MANAGEMENT SERVICES to public clients, is licensed in the State of California and is familiar with the plans of City. 2.2 Project. City desires to engage Consultant to render INFORMATION TECHNOLOGY MANAGEMENT SERVICES ("Services") as set forth in this Agreement. 3. TERMS. 3.1 Scope of Services and Term. 3.1.1 General Scope of Services. Consultant promises and agrees to furnish to the City all labor, materials, tools, equipment, services, and incidental and customary work necessary to fully and adequately supply the INFORMATION TECHNOLOGY MANAGEMENT services necessary for the City, herein referred to a "Services". The Services are more particularly described in Exhibit "A" attached hereto and incorporated herein by reference. All Services shall be subject to, and performed in accordance with, this Agreement, the exhibits attached hereto and incorporated herein by reference, and all applicable local, state and federal laws, rules and regulations. 3.1.2 Term. The term of this Agreement shall be for a three-year time period from effective date with the option for two, one-year extensions at the sole and absolute discretion of the City, unless earlier terminated as provided herein. Consultant shall complete the Services within the term of the Agreement, and shall meet any other established schedules and deadlines. 3.2 Responsibilities of Consultant. 3.2.1 Control and Payment of Subordinates; Independent Contractor. The Services shall be performed by Consultant or under its supervision. Consultant will determine the means, methods and details of performing the Services subject to the requirements of this Agreement. City retains Consultant on an independent contractor basis and not as an employee. Consultant retains the right to perform similar or different services for others during the term of this Agreement. Any additional personnel performing the Services under this Agreement on behalf of Consultant shall also not be employees of City and shall at all times be under Consultant's exclusive direction and control. Consultant shall pay all wages, salaries, and other amounts due such personnel in connection with their performance of Services under this Agreement and as required by law. Consultant shall be responsible for all reports and obligations respecting such additional personnel, including, but not limited to: social security taxes, income tax withholding, unemployment insurance, disability insurance, and workers' compensation insurance. 3.2.2 Schedule of Services. Consultant shall perform the Services expeditiously, within the term of this Agreement. Consultant represents that it has the professional and technical personnel required to perform the Services in conformance with such conditions. In order to facilitate Consultant's conformance with the Schedule, City shall respond to Consultant's submittals in a timely manner. Upon request of City, Consultant shall provide a more detailed schedule of anticipated performance to meet the Schedule of Services. 3.2.3 Conformance to Applicable Requirements. All work prepared by Consultant shall be subject to the approval of City. 3.2.4 Substitution of Key Personnel. Consultant has represented to City that certain key personnel will perform and coordinate the Services under this Agreement. Should one or more of such personnel become unavailable, Consultant may substitute other personnel of at least equal competence upon written approval of City. In the event that City and Consultant cannot agree as to the substitution of key personnel, City shall be entitled to terminate this Agreement for cause. As discussed below, any personnel who fail or refuse to perform the Services in a manner acceptable to the City, or who are determined by the City to be uncooperative, incompetent, a threat to the adequate or timely completion of the Project or a threat to the safety of persons or property, shall be promptly removed from the Project by the Consultant at the request of the City. 3.2.5 City's Representative. The City hereby designates the City Manager, or his or her designee, to act as its representative for the performance of this Agreement ("City's Representative"). City's Representative shall have the power to act on behalf of the City for all purposes under this Agreement. Consultant shall not accept direction or orders from any person other than the City's Representative or his or her designee. 3.2.6 Consultant's Representative. Consultant will designate to act as its representative for the performance of this Agreement ("Consultant's Representative"). Consultant's Representative shall have full authority to represent and act on behalf of the Consultant for all purposes under this Agreement. The Consultant's Representative shall supervise and direct the Services, using his/her best skill and attention, and shall be responsible for all means, methods, techniques, sequences and procedures and for the satisfactory coordination of all portions of the Services under this Agreement. 3.2.7 Coordination of Services: Consultant agrees to work closely with City staff in the performance of Services and shall be available to City's staff, consultants and other staff at all reasonable times. 3.2.8 Standard of Care; Performance of Employees: Consultant shall perform all Services under this Agreement in a skillful and competent manner, consistent with the standards generally recognized as being employed by professionals in the same discipline in the State of California. Consultant represents and maintains that it is skilled in the professional calling necessary to perform the Services. Consultant warrants that all employees and subcontractors shall have sufficient skill and experience to perform the Services assigned to them. Finally, Consultant represents that it, its employees and subcontractors have all licenses, permits, qualifications and approvals of whatever nature that are legally Page 2 of 13 required to perform the Services, including a City Business License, and that such licenses and approvals shall be maintained throughout the term of this Agreement. As provided for in the indemnification provisions of this Agreement, Consultant shall perform, at its own cost and expense and without reimbursement from the City, any services necessary to correct errors or omissions which are caused by the Consultant's failure to comply with the standard of care provided for herein. 3.2.9 Laws and Regulations. Consultant shall keep itself fully informed of and in compliance with all local, state and federal laws, rules and regulations in any manner affecting the performance of the Project or the Services, including all CaVOSHA requirements, and shall give all notices required by law. Consultant shall be liable for all violations of such laws and regulations in connection with Services. If the Consultant performs any work knowing it to be contrary to such laws, rules and regulations and without giving written notice to the City, Consultant shall be solely responsible for all costs arising therefrom. Consultant shall defend, indemnify and hold City, its officials, directors, officers, employees and agents free and harmless, pursuant to the indemnification provisions of this Agreement, from any claim or liability arising out of any failure or alleged failure to comply with such laws, rules or regulations. 3.2.10 Insurance: Consultant shall maintain prior to the beginning of and for the duration of this Agreement insurance coverage as specified in Exhibit B attached to and part of this agreement. 3.2.11 Safety: Contractor shall execute and maintain its work so as to avoid injury or damage to any person or property. In carrying out its Services, the Consultant shall at all times be in compliance with all applicable local, state and federal laws, rules and regulations, and shall exercise all necessary precautions for the safety of employees appropriate to the nature of the work and the conditions under which the work is to be performed. Safety precautions as applicable shall include, but shall not be limited to: (A) adequate life protection and frfe saving equipment and procedures; (B) instructions in accident prevention for all employees and subcontractors, such as safe walkways, scaffolds, fall protection ladders, bridges, gang planks, confined space procedures, trenching and shoring, equipment and other safety devices, equipment and wearing apparel as are necessary or lawfully required to prevent accidents or injuries; and (C) adequate facilities for the proper inspection and maintenance of all safety measures. 3.3 Fees and Payments. 3.3.1 Compensation. Consultant shall receive compensation, including authorized reimbursements, for all Services rendered under this Agreement and shall not exceed one -hundred forty three thousand nine hundred and forty dollars ($143,940) per fiscal year. The City agrees to pay Consultant a fee of eleven thousand nine hundred and ninety-five dollars ($11,995) a month. Extra Work may be authorized in writing, as described below, and will be compensated at the rates and manner set forth in this Agreement. 3.3.2 Payment of Compensation. Consultant shall submit to City a monthly itemized statement which indicates work completed and Services rendered by Consultant. The statement shall describe the amount of Services and supplies provided since the initial commencement date, or since the start of the subsequent billing periods, as appropriate, through the date of the statement. City shall, within 45 days of receiving such statement, review the statement and pay all approved charges thereon. 3.3.3 Reimbursement for Expenses: Consultant shall not be reimbursed for any expenses unless authorized in writing by City. 3.3.4 Extra Work: At any time during the term of this Agreement, City may request that Consultant perform Extra Work. As used herein, "Extra Work" means any work which is determined by City to be necessary for the proper completion of the Project, but which the parties did not reasonably anticipate would be necessary at the execution of this Agreement. Consultant shall not perform, nor be compensated for, Extra Work without written authorization from City's Representative. 3.3.5 Prevailing Wages: Consultant is aware of the requirements of California Labor Code Section 1720, at seq., and 1770, et seq., as well as California Code of Regulations, Title 8, Section 1600, at seq., ("Prevailing Wage Laws"), which require the payment of prevailing wage rates and the performance of other requirements on "public works" and "maintenance" project, as defined by the Page 3 of 13 Prevailing Wage Laws, and if the total compensation is $1,000 or more, Consultant agrees to fully comply with such Prevailing Wage Laws. City shall provide Consultant with a copy of the prevailing rates of per diem wages in effect at the commencement of this Agreement. Consultant shall make copies of the prevailing rates of per diem wages for each craft; classification or type of worker needed to execute the Services available to interested parties upon request, and shall post copies at the Consultant's principal place of business and at the project site. Consultant shall defend, indemnify and hold the City, its elected officials, officers, employees and agents free and harmless from any claim or liability arising out of any failure or alleged failure to comply with the Prevailing Wage Laws. 3.4 Accounting Records. 3.4.1 Maintenance and Inspection: Consultant shall maintain complete and accurate records with respect to all costs and expenses incurred under this Agreement. All such records shall be clearly identifiable. Consultant shall allow a representative of City during normal business hours to examine, audit, and make transcripts or copies of such records and any other documents created pursuant to this Agreement. Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to the Agreement for a period of three (3) years from the date of final payment under this Agreement. 3.5 General Provisions. 3.5.1 Termination of Agreement. 3.5.1.1 Grounds for Termination: City may, by written notice to Consultant, terminate the whole or any part of this Agreement at any time and without cause by giving written notice to Consultant of such termination, and specifying the effective date thereof, at least seven (7) days before the effective date of such termination. Upon termination, Consultant shall be compensated only for those services which have been adequately rendered to City, and Consultant shall be entitled to no further compensation. Consultant may not terminate this Agreement except for cause. 3.5.1.2 Effect of Termination: If this Agreement is terminated as provided herein, City may require Consultant to provide all finished or unfinished Documents/ Data and other information of any kind prepared by Consultant in connection with the performance of Services under this Agreement. Consultant shall be required to provide such document and other information within fifteen (15) days of the request. 3.5.1.3 Additional Services: In the event this Agreement is terminated in whole or in part as provided herein, City may procure, upon such terms and in such manner as it may determine appropriate, services similar to those terminated. 3.5.2 Delivery of Notices. All notices permitted or required under this Agreement shall be given to the respective parties at the following address, or at such other address as the respective parties may provide in writing for this purpose: CONSULTANT ACORN TECHNOLOGY SERVICES 1960 Chicago Avenue, Suite E9 Riverside, CA 92507 Attn: Craig Wolynez Tel: (9511784-3500 W11' City of Rosemead 8838 E. Valley Boulevard Rosemead, CA 91770 Attn: Citv Manager Such notice shall be deemed made when personally delivered or when mailed, forty-eight (48) hours after deposit in the U.S. Mail, first class postage prepaid and addressed to the party Page 4 of 13 at its applicable address. Actual notice shall be deemed adequate notice on the date actual notice occurred, regardless of the method of service. 3.5.3 Ownership of Materials and Confidentiality. 3.5.3.1 Documents & Data; Licensing of Intellectual Property: This Agreement creates a non-exclusive and perpetual license for City to copy, use, modify, reuse, or sublicense any and all copyrights, designs, and other intellectual property embodied in plans, specifications, studies, drawings, estimates, and other documents or works of authorship fixed in any tangible medium of expression, including but not limited to, physical drawings or data magnetically or otherwise recorded on computer diskettes, which are prepared or caused to be prepared by Consultant under this Agreement ("Documents & Data"). Consultant shall require all subcontractors to agree in writing that City is granted a non-exclusive and perpetual license for any Documents & Data the subcontractor prepares under this Agreement. Consultant represents and warrants that Consultant has the legal right to license any and all Documents & Data. Consultant makes no such representation and warranty in regard to Documents & Data which were prepared by design professionals other than Consultant or provided to Consultant by the City. City shall not be limited in any way in its use of the Documents and Data at any time, provided that any such use not within the purposes intended by this Agreement shall be at City's sole risk. 3.5.3.2 Confidentiality. All ideas, memoranda, specifications, plans, procedures, drawings, descriptions, computer program data, input record data, written information, and other Documents and Data either created by or provided to Consultant in connection with the performance of this Agreement shall be held confidential by Consultant. Such materials shall not, without the prior written consent of City, be used by Consultant for any purposes other than the performance of the Services. Nor shall such materials be disclosed to any person or entity not connected with the performance of the Services or the Project. Nothing furnished to Consultant which is otherwise known to Consultant or is generally known, or has become known, to the related industry shall be deemed confidential. Consultant shall not use City's name or insignia, photographs of the Project, or any publicity pertaining to the Services or the Project in any magazine, trade paper, newspaper, television or radio production or other similar medium without the prior written consent of City. 3.5.4 Cooperation; Further Acts: The Parties shall fully cooperate with one another, and shall take any additional acts or sign any additional documents as may be necessary, appropriate or convenient to attain the purposes of this Agreement. 3.5.5 Attorney's Fees: If either party commences an action against the other party, either legal, administrative or otherwise, arising out of or in connection with this Agreement, the prevailing party in such litigation shall be entitled to have and recover from the losing party reasonable attorney's fees and all costs of such action. 3.5.6 Indemnification: To the fullest extent permitted by law, Consultant shall defend, indemnify and hold the City, its officials, officers, employees, volunteers and agents free and harmless from any and all claims, demands, causes of action, costs, expenses, liability, loss, damage or injury, in law or equity, to property or persons, including wrongful death, in any manner arising out of or incident to any alleged acts, omissions or willful misconduct of Consultant, its officials, officers, employees, agents, consultants and contractors arising out of or in connection with the performance of the Services, the Project or this Agreement, including without limitation the payment of all consequential damages and attorneys fees and other related costs and expenses. Consultant shall defend, at Consultant's own cost, expense and risk, any and all such aforesaid suits, actions or other legal proceedings of every kind that may be brought or instituted against City, its directors, officials, officers, employees, agents or volunteers. Consultant shall pay and satisfy any judgment, award or decree that may be rendered against City or its directors, officials, officers, employees, agents or volunteers, in any such suit, action or other legal proceeding. Consultant shall reimburse City and its directors, officials, officers, employees, agents and/or volunteers, for any and all legal expenses and costs incurred by each of them in connection therewith or in enforcing the indemnity herein provided. Consultant's obligation to indemnify shall not be restricted to insurance proceeds, if any, received by the City, its directors, officials officers, employees, agents or volunteers. Page 5 of 13 3.5.7 Entire Agreement: This Agreement contains the entire Agreement of the parties with respect to the subject matter hereof, and supersedes all prior negotiations, understandings or agreements. This Agreement may only be modified by a writing signed by both parties. 3.5.8 Governing Law: This Agreement shall be governed by the laws of the State of California. Venue shall be in Los Angeles County. 3.5.9 Time of Essence: Time is of the essence for each and every provision of this Agreement. 3.5.10 City's Right to Employ Other Consultants: City reserves right to employ other consultants in connection with this Project. 3.5.11 Successors and Assigns: This Agreement shall be binding on the successors and assigns of the parties. 3.5.12 Assignment or Transfer: Consultant shall not assign, hypothecate, or transfer, either directly or by operation of law, this Agreement or any interest herein without the prior written consent of the City. Any attempt to do so shall be null and void, and any assignees, hypothecates or transferees shall acquire no right or interest by reason of such attempted assignment, hypothecation or transfer. 3.5.13 Construction; References; Captions: Since the Parties or their agents have participated fully in the preparation of this Agreement, the language of this Agreement shall be construed simply, according to its fair meaning, and not strictly for or against any Party. Any term referencing time, days or period for performance shall be deemed calendar days and not work days. All references to Consultant include all personnel, employees, agents, and subcontractors of Consultant, except as otherwise specified in this Agreement. All references to City include its elected officials, officers, employees, agents, and volunteers except as otherwise specified in this Agreement. The captions of the various articles and paragraphs are for convenience and ease of reference only, and do not define, limit, augment, or describe the scope, content, or intent of this Agreement. 3.5.14 Amendment; Modification: No supplement, modification, or amendment of this Agreement shall be binding unless executed in writing and signed by both Parties. 3.5.15 Waiver: No waiver of any default shall constitute a waiver of any other default or breach, whether of the same or other covenant or condition. No waiver, benefit, privilege, or service voluntarily given or performed by a Party shall give the other Party any contractual rights by custom, estoppel, or otherwise. 3.5.16 No Third Party Beneficiaries: There are no intended third party beneficiaries of any right or obligation assumed by the Parties. 3.5.17 Invalidity; Severability: If any portion of this Agreement is declared invalid, illegal, or otherwise unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. 3.5.18 Prohibited Interests: Consultant maintains and warrants that it has not employed nor retained any company or person, other than a bona fide employee working solely for Consultant, to solicit or secure this Agreement. Further, Consultant warrants that it has not paid nor has it agreed to pay any company or person, other than a bona fide employee working solely for Consultant, any fee, commission, percentage, brokerage fee, gift or other consideration contingent upon or resulting from the award or making of this Agreement. Consultant further agrees to file, or shall cause its employees or subconsultants to file, a Statement of Economic Interest with the City's Filing Officer as required under state law in the performance of the Services. For breach or violation of this warranty, City shall have the right to rescind this Agreement without liability. For the term of this Agreement, no member, officer or employee of City, during the term of his or her service with City, shall have any direct interest in this Agreement, or obtain any present or anticipated material benefit arising therefrom. Page 6 of 13 3.5.19 Equal Opportunity Employment: Consultant represents that it is an equal opportunity employer and it shall not discriminate against any subcontractor, employee or applicant for employment because of race, religion, color, national origin, handicap, ancestry, sex or age. Such non- discrimination shall include, but not be limited to, all activities related to initial employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination. Consultant shall also comply with all relevant provisions of City's Minority Business Enterprise program, Affirmative Action Plan or other related programs or guidelines currently in effect or hereinafter enacted. 3.5.20 Labor Certification: By its signature hereunder, Consultant certifies that it is aware of the provisions of Section 3700 of the California Labor Code which require every employer to be insured against liability for Worker's Compensation or to undertake self-insurance in accordance with the provisions of that Code, and agrees to comply with such provisions before commencing the performance of the Services. 3.5.21 Authority to Enter Agreement: Consultant has all requisite power and authority to conduct its business and to execute, deliver, and perform the Agreement. Each Party warrants that the individuals who have signed this Agreement have the legal power, right, and authority to make this Agreement and bind each respective Party. 3.5.22 Counterparts: This Agreement may be signed in counterparts, each of which shall constitute an original. 3.6 Subcontracting. 3.6.1 Prior Approval Required: Consultant shall not subcontract any portion of the work required by this Agreement, except as expressly stated herein, without prior written approval of City. Subcontracts, if any, shall contain a provision making them subject to all provisions stipulated in this Agreement. [Signatures on next page] Page 7 of 13 CITY OF ROSEMEAD CONSULTANT By: Ben Kim, City Manager Date Attest: Ericka Hernandez, City Clerk Date Approved as to Form: Name: Title: [If Corporation, TWO SIGNATURES, President OR Vice President AND Secretary, AND CORPORATE SEAL OF CONTRACTOR REQUIRED] By: Name: Rachel Richman Date City Attorney Title: Page 8 of 13 EXHIBIT A PROPOSAL FOR SERVICES/RATE SCHEDULE/RESUME Page 9 of 13 acTrn TECHNOLOGY SERVICES 4. WORK 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phoiw 951.784.3500 • fax 951 320 7066 acerntechservices.com PLAN Strategy Acorn's approach to our partnerships is highly strategic. All of our engagements begin with an IT and Security Assessment that is included in onboarding. We approach engagements as follows: Our assessments include a 5 -year budget which we update annually for out clients. (Redacted sample available upon request.) -11-1 Page A to 1960 Chicago Ave Ste E9 • Riverside, CA 92507 acorn phone 951.780.3500 • fax 9513207066 TECHNOLOGY acomtechservlcss.com SERVICES Helpdesk & desktop Support The Acorn helpdesk team is a 24x7x365 team which provides desktop support to its customers on an always -on model. Some of the core helpdesk/desktop support services provided by Acorn are mentioned below. a. Helpdesk support is available as part of this proposal. b. We have a toll-free Help Desk telephone number where users can call for assistance. Users can also send email requests for assistance at helpdesk@acorntechservices.com c. For day-to-day IT issues, users will engage the helpdesk who will then triage the issue and help resolve. If the helpdesk is unable to resolve the issue then our helpdesk managers will prioritize and escalate the issue to senior engineering teams for assistance. Document issues and on Printer management on vrorkstations and print server. J&ticka First lineofRMA support.support for all Le related issues. Troubleshoot and resolve issues on company workstations. 20.7.365 support via telephone and email. Escalate Issues to vendors if needed. Lescal ess Configure workstations to n connect to d network toprinter/scanner. 0365and ifMicrosoft . applications support. _12- 1960 Chicago Ave Ste E9 • Riverside, CA 92507 Aurn Phone 951 784.350D • fax 951.32D7066 TECHNOLOGY acorntechseNices.com SERVICES Service level agreement Acorn Technology Services has the most aggressive SLAB in the MSP industry. Acorn ranks in the top 10% of the MSPs in the United States with regards to response SLAB and resolution SLAB. Priority 1 (Critical) • • • ,� ,®10 Priority 2 (High) Major outage impacting all users. - Significant revenue loss, legal implication, • virus attack or reputational impact • Priority 3 (Normal) - Outage Outage impacting most of the users but not all of the • users. - Business critical application down but not impacting all users Single user impact Business application e.g., ERP, Office, Email, Internet outage etc. -13-1 Page allyn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951784.3500 • fez 951.320.7066 acomtechservices.com Service level agreement: 2023 performance On average 92% of the issues (15,499 phone calls) escalated by customers to Acorn's Helpdesk were resolved in under 14.7 minutes on average in year 2023. The remaining 8% of the issues were primarily related to procurement requests and new user onboarding requests which do take more than 15 minutes to resolve. CaU Time _11 — — -1. —1 rte,. wx N. ».. 11 YIr le u. r4 a.n 'i" eM Y, Y- Yn 41. ,s.. an1 w„ aT Always ON support Average call handling time: 14.73 minutes. Average call waiting time: Less cethan 30 seconds. a Acorn maintains a 24x7x365 Helpdesk, Network Operations Center (NOC), Security Operations Center (SOC), and a 24x7x365 Systems Engineering team. A large swath of our personnel are UIS certified engineers ensuring a high level of security and peace of mind. -14-1 Page Server Monitoring & Infrastructure Management •24x7x365 Monitoring, Administration and Remediation of Server issues via telephone, email, and onsite as needed. Break fix for issues related to Infrastructure. • Major incident Investigation and resolution. *Server monthly patching -Server backup & DR management -Azure and 0365 support -Anti-virus management -Certificate management Change management. -Schedule -Changestep -Roll back steps -Testing •Customer Approval -Acorn Engineering Approval -Documentation Server Troubleshooting -Troubleshooting/Remediation of server Operating System performance issues -Troubleshooting hardware performance related issues -Troubleshooting IIS and SQL related issues -Coordinating core application related issues with 3rd party providers Active Directory Management -Secure DNS Management -Group Policy Management -Password Polity Management -Active Directory OU management -Active Directory replication to Disaster Recovery site -Active Directory identification and authentication -Active Directory Remote Desktop Services *Active Directory Certificate Services -LDAP management acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside. CA 92507 phone 951.784.3500 • fax 951.320,7066 acorntechsemces.com Network administration Details about our core Network monitoring and support services provided by Acorn Technology Services are listed below. Monitoring and management •24x7x 365 Network device Monitoring. (Acorn uses Datto and Auvik for monitoring and response on a 24x7x365 basis) •Aker -hours response to critical outages and incidents -ISP Management and Support • Firmware updates •DHCP support and maintenance Network device management -Switches & routing maintenance • WAPs maintenance •VLAN Management •Redundancy & Failover -Access Control Network troubleshooting -Troubleshooting/Remediation of network related issues -Troubleshooting network performance related issues • Hardware issues and RMA • Performance Optimization -16-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Riverside, CA92507 phone951.784.3500 • fa951.320.7066 acorntechservices.com Cybersecurity services our core cybersecurity services provided by Acorn Technology Services are below. Once yearly vulnerability & penetration scan Incident management for cybersecurity alerts 24x7x 365 monitoring and response Firewall security alert monitoring and response Anti-virus management Intrusion detection and prevention management -17-1 Page acorn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 • Rberside, CA 92507 phone 951.784.3500 • fu 951.320.7066 acorntechservi<es.com Project management services Acorn has a highly efficient Project Management Department (PMO) that does not cross-over into day- to-day service delivery. This is a differentiator to many MSPS who use the same Engineers to deliver projects and respond to incidents. Having dedicated engineers in System Engineering and in Project Management ensures excellent services as both teams stay highly focused. We currently have 4 project managers and 17 dedicated project engineers. Customers do not pay extra for project management services; project management is part of services provided by Acorn Technology Services. The PMO oversees all facets of project planning and implantation including: 1. Research and analysis of requirements and scope. 2. Identify appropriate vendors based upon requirements and scope. 3. Assist customers with the RFP process. 4. Provide guidance for solution or vendor selection/recommendations based upon requirements. S. Lead contract negotiations with technology vendors as needed. 6. Provide live project update dashboards for oversight and implementation. 7. Provide consulting for technology projects on an as needed basis. 8. Provide project management for Acorn projects or non -Acorn projects on an as needed basis. 9. Project communication cadence is generally dictated by the volume of projects and can be as frequent as weekly. Additionally, projects and task updates are available to all of our customers in real time. Customers can add notes and request further information from within Smartsheet's project management tool. svmeel naw a -w«..,w..rak.ww, s.wa.,. rtn onun i er 0 r.. •orm o�cs.,�v.z zm..aa.r..w er pu. wa..q.. w Ooru E'$-%. a v �sw OmwnBBen{ cm Wrwygwc.ews..n�.r,.,c... ,.o-cw..ewa.c..... i W w.ww.rwr�_ -w«..,w..rak.ww, s.wa.,. rtn onun i er 0 r.. •orm o�cs.,�v.z zm..aa.r..w er pu. wa..q.. w Ooru .1—.w. e.1 cm Wrwygwc.ews..n�.r,.,c... ,.o-cw..ewa.c..... i W w.ww.rwr�_ 0 B K -18-Page ® AF.a,.wwsAa 0 B K -18-Page alurn TECHNOLOGY SERVICES 1960 Chicago Ave Ste E9 a Riverside, CA 92507 phone 951.784.3500 a fax 951,320 7066 acorntechservices.com Reporting services Acorn provides real time service delivery reports to our customers. Customers can view their tickets, updates and SLAB in real time using a customized dashboard. -- 9 V 9 --12 � 42 1-7 Customers can also view their inventory levels using our ScalePad inventory management tool: x..w.aarda•..a waaa�a awn..�ea�•laaana. ■ .. •r n ea v n aer a.. p Oxwrs� M n.a,ve canes C aura art, � wayn �w evw.�,vw na m.ae� y.ax alwMl Isn[4nw ww��a a Meawaaaa a yp xxyw r� uauOa a� n.)eWlLifln yT r .n. �o m�Wx ,era ran 7m.xn ....2 Oxwrs� M n.a,ve canes C aura art, � wayn �w evw.�,vw na m.ae� y.ax ae,.n�n orra+arses nmxwa� es ww��a [mwx awMW rasa o, .maiaa mesa tars amen uwwa�� o, y�a�a aannu araar wr uawxan or y�� n own gager ues roan w ea yna ysn • euro u rnn naxn 'rsnamw a amwr mnaa w.. ues west .. ,.. _ � a yon yan • amrm arca res wamn wxr�oua �.a emox sago mews wawa rr.�naw as ammx yon • warn usys a� wamn �saa as maox awraa RgaaV rJrra �w Ravea n.:e.. .:. ai ymn yox • varei Dena wr — as ya.n yap s -19-1 Page ac�urn TECHNOLOGY SERVICES S. STAFFING 1960 Chicaga Ave Ste E9 a Riverside. CA 92507 phone 951.784.3500 a fax 951.3207066 acorntechservicas.com We propose employing the following model of support for the City which has been successful for us and our City partners: ao Umar Irshad Account Manapr Aracell Nava I Olr Prolan Mana[emant I DIr. MSaMtl Ope'a.. —=UI VP Cylxrsecudly OlrMor ProaramaM Ryan Wambolt Sara leuritzen Toae Hired Davd MCKiazrt Rachel Hemend 1 1 1 1 Project Team Helpdesk NOC/SOC Procurement Team 000 06* *00 000 1e1 1e1 1e1 1e1 - CIO will provide strategic guidance and will oversee budgeting/strategic planning - Account Manager will conduct bi-weekly meetings and be responsible for communications around Service Delivery, Project, Billing, Inventory and most other matters. - Director of Project Management will oversee projects utilizing his project team of 20 - Director of Service Operations oversees the Helpdesk, including Systems Engineers. - V.P. Cybersecurity oversees the City's Cybersecurity posture and ensures the 24x7x365 SOC (Security Operations Center), and NOC (Network Operations Center) are monitoring and protecting the City - Director of Procurement maximizes the City's dollars by leveraging relationships with distributors that are Public Agency friendly, products that are Public Agency specific, and existing contracts that can save the City money. - Onsite Technician is a position that will be hired if/when we are awarded the contract. Skill set to include: o Operating Systems: Windows, Mac, Linux, IDS & Android o PC Building & Maintenance (upgrading performance, memory, speed, and graphics) Hardware & software troubleshooting; Active Directory; Printer troubleshooting o Customer Service Skills: Customer support, problem resolution, communication, complaint handling o Leadership and Teamwork: Leadership roles, team training, process improvement, strategic planning o Firewall, switch and WAP management o Server management o Vendor management -20-1 Page a lurn TECHNOLOGY SERVICES 7. PROPOSAL 1960 Chicago Ave Ste E9 • Riverside, CA 92507 phone 951.784.3500 • fax 951.320.7066 acorntechservices.com we-W&ISVI 1:11:111 tr_\ 0117 :7_N 1 I Managed Services Monthly Pricing Pricing below includes: - Full -Time Dedicated Onsite Employee - Unlimited Support For the devices below - Unlimited Onsite Support as needed Unlimited After -Hours Support as needed Pricing to include all Staffing covered in Section 5 Pricing does not include projects, eg. Cloud Migrations, Network Refresh, etc.Security. o Project Rate: $165/Hour Quantity Price Total Desktops/Laptops 101 $55 $5,555 MDCs 0 $35 $0 Tablets 66 $15 $990 Servers: Physical 12 $200 $2,400 Servers: Virtual $200 $0 SAN/NAS $200 $0 Firewalls 4 $100 $400 Switches 10 $50 $500 WAP (Wireless Access Points) 10 $25 $250 0365 Support Yes $300 $300 Full Time Employee 1 $6,000 $6,000 Subtotal $16,395 Competitive Discount -$4,400.00 Total $11,995.00 -28- 1 EXHIBIT B INSURANCE REQUIREMENTS Prior to the beginning of and throughout the duration of the Work, Contractor will maintain insurance in conformance with the requirements set forth below. Contractor will use existing coverage to comply with these requirements. If that existing coverage does not meet the requirements set forth here, Contractor agrees to amend, supplement or endorse the existing coverage to do so. Contractor acknowledges that the insurance coverage and policy limits set forth in this section constitute the minimum amount of coverage required. Any insurance proceeds available to City in excess of the limits and coverage required in this agreement and which is applicable to a given loss, will be available to City. Contractor shall provide the following types and amounts of insurance: Commercial General Liability Insurance: Contractor shall maintain commercial general liability insurance with coverage at least as broad as Insurance Services Office form CG 00 01, in an amount not less than $1,000,000 per occurrence, $2,000,000 general aggregate, for bodily injury, personal injury, and property damage. The policy must include contractual liability that has not been amended. Any endorsement restricting standard ISO "insured contract" language will not be accepted. Business Auto Coverage on ISO Business Auto Coverage form CA 00 01 including symbol 1 (Any Auto) or the exact equivalent. Limits are subject to review, but in no event to be less that $1,000,000 combined single limit per accident. If Contractor owns no vehicles, this requirement may be satisfied by a non -owned auto endorsement to the general liability policy described above. If Contractor or Contractor employees will use personal autos in any way on this project, Contractor shall provide evidence of personal auto liability coverage for each such person. Workers Compensation on a state -approved policy form providing statutory benefits as required by lawwith employer's liability limits no less than $1,000,000 per accident or disease. Contractor shall submit to Agency, along with the certificate of insurance, a Waiver of Subrogation endorsement in favor of Agency, its officers, agents, employees and volunteers. Excess or Umbrella Liability Insurance (Over Primary) if used to meet limit requirements, shall provide coverage at least as broad as specified for the underlying coverages. Contractor shall obtain and maintain an umbrella or excess liability insurance policy with limits that will provide bodily injury, personal injury and property damage liability coverage at least as broad as the primary coverages set forth above, including commercial general liability, automobile liability, and employer's liability. Such policy or policies shall include the following terms and conditions: • A drop down feature requiring the policy to respond if any primary insurance that would otherwise have applied proves to be uncollectible in whole or in part for any reason; • Pay on behalf of wording as opposed to reimbursement; • Concurrency of effective dates with primary policies; and Policies shall "follow form" to the underlying primary policies. • Insureds under primary policies shall also be insureds under the umbrella or excess policies. Professional Liability or Errors and Omissions Insurance as appropriate shall be written on a policy form coverage specifically designed to protect against acts, errors or omissions of the Contractor and "Covered Professional Services" as designated in the policy must specifically include work performed under this agreement. The policy limit shall be no less than $1,000,000 per claim and in the aggregate. The policy must "pay on behalf of the insured and must include a provision establishing the insurer's duty to defend. The policy retroactive date shall be on or before the effective date of this agreement. Requirements not limiting: Requirements of specific coverage features or limits contained in this Section are not intended as a limitation on coverage, limits or other requirements, or a waiver of any coverage normally provided by any insurance. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be all inclusive, or to the exclusion of other coverage, or a waiver of any type. If the Consultant maintains higher limits than Page 10 of 13 the minimums shown above, the Agency requires and shall be entitled to coverage for the higher limits maintained by the Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the Agency. Insurance procured pursuant to these requirements shall be written by insurers that are admitted carriers in the state of California and with an A. M. Bests rating of A- or better and a minimum financial size VII. General conditions pertaining to provision of insurance coverage by Contractor. Contractor and City agree to the following with respect to insurance provided by Contractor: 1. Contractor agrees to have its insurer endorse the third -party general liability coverage required herein to include as additional insureds City, its officials, employees and agents, using standard ISO endorsement No. CG 2010. Contractor also agrees to require all contractors, and subcontractors to do likewise. 2. No liability insurance coverage provided to comply with this Agreement shall prohibit Contractor, or Contractor's employees, or agents, from waiving the right of subrogation prior to a loss. Contractor agrees to waive subrogation rights against City regardless of the applicability of any insurance proceeds, and to require all contractors and subcontractors to do likewise. 3. All insurance coverage and limits provided by Contractor and available or applicable to this agreement are intended to apply to the full extent of the policies. Nothing contained in this Agreement or any other agreement relating to the City or its operations limits the application of such insurance coverage. 4. None of the coverages required herein will be in compliance with these requirements if they include any limiting endorsement of any kind that has not been first submitted to City and approved of in writing. 5. No liability policy shall contain any provision or definition that would serve to eliminate so-called "third party action over" claims, including any exclusion for bodily injury to an employee of the insured or of any contractor or subcontractor. 6. All coverage types and limits required are subject to approval, modification and additional requirements by the City, as the need arises. Contractor shall not make any reductions in scope of coverage (e.g. elimination of contractual liability or reduction of discovery period) that may affect City's protection without City's prior written consent. 7. Proof of compliance with these insurance requirements, consisting of certificates of insurance evidencing all of the coverages required and an additional insured endorsement to Contractor 's general liability policy, shall be delivered to City at or prior to the execution of this Agreement. In the event such proof of any insurance is not delivered as required, or in the event such insurance is canceled at any time and no replacement coverage is provided, City has the right, but not the duty, to obtain any insurance it deems necessary to protect its interests under this or any other agreement and to pay the premium. Any premium so paid by City shall be charged to and promptly paid by Contractor or deducted from sums due Contractor, at City option. 8. Certificate(s) are to reflect that the insurer will provide 30 days notice to City of any cancellation of coverage. Contractor agrees to require its insurer to modify such certificates to delete any exculpatory wording stating that failure of the insurer to mail written notice of cancellation imposes no obligation, or that any party will "endeavor" (as opposed to being required) to comply with the requirements of the certificate. 9. It is acknowledged by the parties of this agreement that all insurance coverage required to be provided by Contractor or any subcontractor, is intended to apply first and on a primary, noncontributing basis in relation to any other insurance or self-insurance available to City. 10. Contractor agrees to ensure that subcontractors, and any other party involved with the project who is brought onto or involved in the project by Contractor, provide the same minimum insurance Page 11 of 13 coverage required of Contractor. Contractor agrees to monitor and review all such coverage and assumes all responsibility for ensuring that such coverage is provided in conformity with the requirements of this section. Contractor agrees that upon request, all agreements with subcontractors and others engaged in the project will be submitted to City for review. 11. Contractor agrees not to self -insure or to use any self-insured retentions or deductibles on any portion of the insurance required herein and further agrees that it will not allow any contractor, subcontractor, Architect, Engineer or other entity or person in any way involved in the performance of work on the project contemplated by this agreement to self -insure its obligations to City. If Contractor's existing coverage includes a deductible or self-insured retention, the deductible or self-insured retention must be declared to the City. At that time the City shall review options with the Contractor, which may include reduction or elimination of the deductible or self-insured retention, substitution of other coverage, or other solutions. 12. The City reserves the right at any time during the term of the contract to change the amounts and types of insurance required by giving the Contractor ninety (90) days advance written notice of such change. If such change results in substantial additional costto the Contractor, the City will negotiate additional compensation proportional to the increased benefit to City. 13. For purposes of applying insurance coverage only, this Agreement will be deemed to have been executed immediately upon any party hereto taking any steps that can be deemed to be in furtherance of or towards performance of this Agreement. 14. Contractor acknowledges and agrees that any actual or alleged failure on the part of City to inform Contractor of non-compliance with any insurance requirement in no way imposes any additional obligations on City nor does A waive any rights hereunder in this or any other regard. 15. Contractor will renew the required coverage annually as long as City, or its employees or agents face an exposure from operations of any type pursuant to this agreement. This obligation applies whether or not the agreement is canceled or terminated for any reason. Termination of this obligation is not effective until City executes a written statement to that effect. 16. Contractor shall provide proof that policies of insurance required herein expiring during the term of this Agreement have been renewed or replaced with other policies providing at least the same coverage. Proof that such coverage has been ordered shall be submitted prior to expiration. A coverage binder or letter from Contractor's insurance agent to this effect is acceptable. A certificate of insurance and/or additional insured endorsement as required in these specifications applicable to the renewing or new coverage must be provided to City within five days of the expiration of the coverages. 17. The provisions of any workers' compensation or similar act will not limit the obligations of Contractor under this agreement. Contractor expressly agrees not to use any statutory immunity defenses under such laws with respect to City, its employees, officials and agents. 18. Requirements of specific coverage features or limits contained in this section are not intended as limitations on coverage, limits or other requirements nor as a waiver of any coverage normally provided by any given policy. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be limiting or all-inclusive. 19. These insurance requirements are intended to be separate and distinct from any other provision in this agreement and are intended by the parties here to be interpreted as such. 20. The requirements in this Section supersede all other sections and provisions of this Agreement to the extent that any other section or provision conflicts with or impairs the provisions of this Section. 21. Contractor agrees to be responsible for ensuring that no contract used by any party involved in any way with the project reserves the right to charge City or Contractor for the cost of additional insurance coverage required by this agreement. Any such provisions are to be deleted with Page 12 of 13 reference to City. It is not the intent of City to reimburse any third party for the cost of complying with these requirements. There shall be no recourse against City for payment of premiums or other amounts with respect thereto. 22. Contractor agrees to provide immediate notice to City of any claim or loss against Contractor arising out of the work performed under this agreement. City assumes no obligation or liability by such notice, but has the right (but not the duty) to monitor the handling of any such claim or claims if they are likely to involve City. Page 13 of 13