CC - Item 5A - Award of Contract for Professional IT Management ServicesCity Council Meeting
December 10, 2019
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unopened until after the 10:00 a.m. deadline. The City Clerk’s Office received one late proposal
from Pages Copy Center. A rejection letter was mailed notifying the firm their proposal was
denied due to its late arrival. All received proposals are on file with the City Clerk’s office for
public record and review. ICG did not submit a proposal to the RFP and is not part of the eleven
proposals reviewed.
The scope of services was prepared with the current service efficiency level in mind to ensure
that the City continues to meet the needs of staff, residents, and customers. The terms included a
minimum of one full-time IT technician that must be assigned to the City, 24/7 support hotline;
and an account manager.
As such, the service level would be consistent with the current operation of the IT Division. The
RFP also clarified the scope of services and updated the agreement and insurance requirements.
Responses to the RFP
The City received a strong response to the RFP with eleven (11) submittals. The RFP asked
firms to provide a proposal for a three-year term, plus two optional one-year extensions. Staff
reviewed and rated the proposals. Based on these reviews and first-round of interviews, staff
narrowed the search to five (5) of the eleven (11) firms as follows: Max Power Technology,
Global IT, Saalex IT, Lan Wan Enterprise, and Acorn Technology Services.
The next evaluation phase consisted of a three-member interview panel comprised of the City
Manager, Assistant City Manager, and Management Analyst.
Evaluation of Firms
Staff thoroughly reviewed the five proposals and found that all firms demonstrated the minimum
capacity to perform the requested services. All firms showed a history and ability to provide an
IT technician, strategic planning services, network maintenance and security, system backup, and
procurement. The panel carefully assessed the firms and elaborated on criteria established when
reviewing and interviewing the firms. The following are summaries of the five firms:
Max Power Technology – Max Power Technology (“Max Power”) was founded in 2018 and is a
minority owned, micro-enterprise that employs seven full-time employees and hires additional
independent contractors when needed. Max Power’s corporate office is based in East Los
Angeles. The senior executive board members have over 35 years of combined experience and
have demonstrated industry knowledge that has catapulted this startup company. Max Power
currently provides services to a wide variety of schools and manages projects throughout the Los
Angeles County School District.
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Max Power proposed to assign the following staff to Rosemead:
STAFF MEMBER POSITION CREDENTIAL(S)
Jose R. Gonzalez Project Manager B.S in Business Management and Computer Information Systems
Mario Martinez Engineer B.S in Computer Information Systems
Jairo Tzunun Technician
B.S in Business Administration/Information Systems
Microsoft Certified Professional Member (MCPM)
Responses from reference calls were positive, and all highlighted the company’s skills in cyber
security, responsiveness, responsiveness, and project planning. One reference did not return the
call. In summary, the two references that were provided gave positive recommendations.
Global IT – Global IT is comprised of over 25 employees, and provides services including cloud
computing engineers, network administrators, system administrators, security specialists project
managers, billing analysts, technical administrators, and customer support administrators. With
over 19 years of experience working in the enterprise IT industry, Global IT’s CEO Tony
Williams built a company that has continued to thrive despite downturns in the economy. Global
IT is an internationally-recognized IT service provider that has experience working with various
cities and government entities, including the City of Montebello and the Los Angeles County
Sheriff’s Department.
Global IT proposed to assign the following staff to Rosemead:
STAFF MEMBER POSITION CREDENTIAL(S)
Tony Williams CEO 19+ years’ experience of high-tech, cloud, and various IT
environments.
Mario Garcia Account Manager Cloud Computing Certification; Sales Management Experience.
Christian Hernandez Systems
Administrator
B.S in Computer Science; A+ | Network + | Security + | Microsoft
Server Certifications.
Dillor Zaarour Senior Systems and
Cloud Engineer
B.S in Computer Science; Linux+ | PIIC System Administrator |
Veeam | G-Suite | Storage Craft | VMware | Kemp VLM |
Microsoft Certifications.
Shaun Kellogg
Senior Systems,
Network, and
Cloud Engineer
Network+ | Microsoft | Cisco | Ubiquiti | Storage Craft | Veeam |
G-Suite | VMware Certifications.
Judah Leon Systems
Administrator A+ | Network+ | Certifications
Phil Prohoroff Systems
Administrator
Ubiquiti Network Administrator; Network+ | Storagecraft
Certifications.
Responses from reference calls were good, and all highlighted the company’s skill in cyber
security. One reference did not return the call. In summary, the two references that were
provided gave positive recommendations.
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December 10, 2019
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Saalex IT – Saalex IT was founded in 1999 and is comprised of over 600 employees from coast
to coast. With over 19 years of experience working in the IT industry, Saalex has extensive
experience executing varying types of contracts that include engineering services, cyber security
and other various IT services. Saalex has experience working with various firms and currently
has a contract with the City of San Fernando. Saalex is also a prime contractor and an active
subcontractor for the Air Force, Navy, Marine Corps, Army and National Aeronautics and Space
Administration (NASA).
Saalex proposed to assign the following staff to Rosemead:
STAFF MEMBER POSITION CREDENTIAL(S)
Kevin Kehoe Project Manager
Certified Information Systems Security Professional (CISP) Studies;
Microsoft Certified Technology Specialist; Network Configuration;
Dell Certified Systems Expert; and A+ Certification.
Daniel Olson Network Engineer
Datto Certified Advanced Technician (DCAT); WatchGuard
Professional; Microsoft MCP (Server 2008 Network Infrastructure);
CompTIA A+ Certified; Cisco Certified Network Associate.
Joseph Hise Tier 2 Desk
Support Microsoft Certified Systems Engineer (MCSE)
Jae Aric Jeon Tier 1 Help Desk
Support
B.S Biomedical Engineer; various experience in and knowledge of
computer networks; troubleshooting; and Windows7, 8, and 10.
Responses from calls were positive, and all highlighted the company’s skills in threat
assessments, project planning, professionalism, network restructuring, and customer service. In
summary, the references that were provided gave positive recommendations.
Lan Wan Enterprise – Lan Wan is comprised of 13 employees and offers local municipalities a
full range of IT solutions and support. With over 13 years of experience working in the IT
industry, Lan Wan has extensive experience executing various projects for local municipalities
and law enforcement departments. Lan Wan currently has contracts with the City of Adelanto,
City of Bell Gardens and their Police Department, and the City of Huntington Park and their
Police Department. Lan Wan also provides services in managing government specific software,
cloud solutions, cyber security, VoIP systems, virtualization, and a vast of expertise in technical
management and support.
Lan Wan proposed to assign the following staff to Rosemead:
STAFF MEMBER POSITION CREDENTIAL(S)
Rami Dababneh Account Manager
MBA; B.S in Computer Engineering; Project Management
Professional Certification; MCSA; MCITP Enterprise Administrator;
MCITP Server Administrator; Microsoft Certified Systems Engineer;
Microsoft Certified Systems Administrator; Microsoft Certified
Professional; Citrix CCSP.
Dave Miller Senior Network
Engineer
Microsoft Certified Professional, Microsoft Certified Systems
Engineer (MCSE); Cisco Certified Network Associate (CCNA);
CCNA- VOICE + QOS; VoIP Professional; MCSA Server 2016; and a
B.S in Philosophy.
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December 10, 2019
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Nick Oweis
Ethical
Hacker/Senior
Network Engineer
Windows Certifications; Microsoft 365 Certified; Microsoft Certified
Solution Expert; Microsoft Certified Solutions Associate; Certified
SonicWall Security Professional; Certified SonicWall Security
Administrator; Microsoft Expert; Apple Certified; IBM Certified
Systems Administrator; CDIA+; and an extensive list of additional IT
certifications.
Jesse Rich Network Engineer
Solutions Architect; PHP; SQL; IT Management experience; and
training in networking, security, Windows, Linux, Virtualization and
database administration.
Responses to calls for references were very positive, and all highlighted the company’s skills in
project planning, network engineering, cyber security, network restructuring, budget
management, and excellent customer service. In summary, the references provided gave very
positive feedback and highly recommended this firm.
Acorn Technology Services – Acorn Technology Services was founded in 2000 and is based in
the Riverside Business Technology Park in Riverside, California. They currently have a staff of
approximately 30 individuals with extensive experience in providing a wide array of IT support
services, including: IT systems assessments, design, strategic planning, disaster recovery, cyber
security, procurement, software implementation, monitoring and maintenance. Acorn has
provided services to reputable Coachella Valley organizations such as Sunnylands, the
McCallum Theater and several southern California municipalities such as: South Pasadena,
Monrovia, Covina, and La Quinta.
Acorn proposed to assign the following staff to Rosemead:
STAFF MEMBER POSITION CREDENTIAL(S)
Mickey McGuire CEO M.B.A; B.S in Business Administration.
Matthew Fuller Account/Project
Manager
M.B.A; B.S. in Business Management; A.A. in Technical Theater;
10+ years of technical and computer related experience; IT
Helpdesk; Telecommunications Technicians; Documentation and
Organization.
Alfred Gonzales
Senior Network
and Systems
Administrator
Microsoft Server 2003, 2008, 2012; Microsoft Exchange;
Virtualization Technologies – VM Ware Hyper V; HTML, CSS,
PHP, web-based architectures; SQL programming; and operating
systems (Windows, MAC, Unix, Linux).
Matthew Guilbaud IT Specialist CCENT Certification; A+ Certification, IT Program (Southern
California Institute of Technology).
James Walter
(Remote) Director
of Technology and
Helpdesk Manager
DeVry University | Network Management 2015; Server
Management; Virtualization Technologies; Operating Systems
(Windows, Unix, Linux); Microsoft Exchange; IT Best Practices.
Daniel Gutierrez (Remote) Helpdesk
Manager A.S. Network Systems Administration (ITT Technical Institute)
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December 10, 2019
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Patrick Knox (Remote) Lab &
Site Manager
A+ Certification; MCP Microsoft Certified Professional, Network+
Certification; MCSA Certification.
Rachel Hemond VP – Administration B.A. Arts & Psychology; Certificate in Human Services; Supply
Management; Inventory Control; Tracking Budget Expenses.
Responses from reference calls were very positive, and all highlighted the company’s skills in
project planning, network engineering and restructuring, cyber security, budget management, full
analysis of systems, and hardware and systems updates. Cities also emphasized Acorn’s
excellent responsiveness, excellent customer service, and excellent management team. In
summary, the references provided gave extremely positive feedback and highly recommended
this firm.
CONCLUSION
Based on the proposals submitted, interviews conducted and references, Staff determined the
following:
1. Saalex Information Technology, Max Power Technology, and Global IT were lower in
cost; however, they did not provide a desired level of service and did not have a desired
level of municipal experience.
2. Acorn Technology Services and Lan Wan Enterprise were higher in cost; however, they
demonstrated a high level of service, first-rate key personnel, and both have extensive
municipal experience.
3. Lan Wan Enterprise was a significantly higher bidder, which is a primary reason Staff
does not recommend this firm.
4. Acorn Technology Services is the most qualified firm to provide professional IT services
as described in the RFP. Based on the rating factors, Acorn demonstrates: the ability to
provide exceptional service; has substantial municipal experience; desirable
qualifications of key personnel; and overall cost.
5. Acorn exhibited the most understanding and experience in providing the full and all-
inclusive services required by Rosemead. The reference checks were very positive with
comments that included, “Acorn is spectacular,” “City Manager and Staff loves Acorn
and have been impressed with their services,” “Our experience with Acorn has been very
fruitful,” and “Our experience with Acorn has been extremely positive.”
6. The firm retains adequate company resources to augment increases in workload with
additional City Hall staff as needed.
7. Acorn retains certified professional personnel.
8. Acorn demonstrated a strong partnership philosophy and commitment of providing
Rosemead with a high level of service. Staff was also impressed with Acorn’s proposed
Rosemead Team, and believes that Acorn would work well with City Hall staff.
For these reasons, Staff is recommending the City Council to approve a contract with Acorn
Technology Services. Upon City Council approval, the initial term of this Agreement would
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expire on December 31, 2023, with an option to renew for two additional years (Attachment G).
The City has the right to terminate the Agreement at any time with a 90-day written notice.
Firms’ Proposed Fee Structures
The ranking order is as follows:
1. Acorn Technology Services
2. LanWan Enterprise
3. Saalex Information Technology
4. Max Power Technology
5. Global IT
To reiterate, the proposed cost of service was but one of the rating factors. Other factors were
more qualitative. Therefore, staff’s recommendation is not based solely on cost. That said, while
the firms’ cost proposals were incorporated into the set of criteria evaluated, it is worthwhile to
review them on a stand-alone basis. The following table illustrates the proposed cost for each of
the top five firms, in the order of their overall ranking:
IT Services Firm Annual Cost Three Year
Total Cost
Year 1 Year 2 Year 3
Acorn Technology Services* $144,600 $137,400 $130,140 $412,140
LanWan Enterprise $187,200 $187,200 $187,200 $561,600
Saalex IT* $118,306 $117,246 $121,596 $351,876
Max Power Technology $114,000 $114,000 $114,000 $342,000
Global IT $108,000 $108,000 $108,000 $324,000
* Approximately a 5% decrease each year
** Year 1 includes a one-time “Transition Phase-In” fee of $5,025.
All proposals listed above provide for a full-time IT professional (40-hours a week) at City Hall
and other City facilities in order to ensure that the City’s IT services are met. As noted above,
the current ICG’s service agreement provides for a part-time technician (20-hours a week) at an
annual cost of $114,000 or $342,000 for three-years. However, the IT services need of the City
exceeds the 20-hours/week and ICG has provided additional ongoing hours at no cost.
STAFF RECOMMENDATION
That the City Council authorize the City Manager to enter into a three-year Management
Professional Services Agreement with Acorn Technology Services for Information Technology
(IT) Management Services and appropriate $15,300 from the IT Technology Replacement fund
balance to offset the current IT Services budget for FY 2019-20.
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If the City Council approves, the appropriate actions would be a motion to approve the
Agreement with Acorn Technology Services related to managing the City’s information
technology services for the period ending December 31, 2023, and to authorize the City Manager
or designee to execute the necessary documents in a form approved by the City Attorney.
FISCAL IMPACT
The proposed agreement is for $144,600 per year (full-time IT specialist with 24/7 remote
helpdesk support, and an account manager) and an approximate 5% annual decrease for a three-
year contract. The City’s current contract is $114,000 per year (part-time IT technician with
24/7 remote helpdesk support, and an account manager). To improve the IT professional services
and enter into the proposed agreement, it will cost approximately $30,600 more per year than
what is included in the FY 2019-20 budget. All future funding for this agreement will be
included in the appropriate Fiscal Year proposed budget and plan to allocate funding transferred
from our current IT Technology Replacement account.
These totals are subject to change pending large shifts in the number of projects covered under
the support agreement. For example, if Acorn determines specific upgrades need to be made, the
agreement would need to be adjusted to include support administrators for these additional
projects.
STRATEGIC PLAN IMPACT
The proposed agreement is consistent with Strategy 3 (Beautification and Infrastructure) of the
2018-2020 Strategic Plan Action to enhance City’s public infrastructure (Information
Technology Services).
PUBLIC NOTICE PROCESS
This item has been noticed through the regular agenda notification process.
Prepared by:
______________________
Daisy Guerrero, Management Analyst
Attachment A: Request for Proposal (RFP) No. 2019-11
Attachment B: Proposal from Acorn Technology Services
Attachment C: Proposal from LanWan Enterprise
Attachment D: Proposal from Saalex IT
Attachment E: Proposal from Max Power Technology
Attachment F: Proposal from Global IT
Attachment G: Professional Service Agreement
Attachment A
Request for Proposal
City of Rosemead – Information Technology Management Services Request for Proposal No. 2019-11
REQUEST FOR PROPOSAL NO. 2019-11
PROFESSIONAL SERVICES FOR
INFORMATION TECHNOLOGY MANAGEMENT SERVICES
SUBMITTALS:
Three (3) bound copies and one (1) electronic PDF file on a flash drive of the
proposal in sealed envelope(s) must be received by
the City of Rosemead’s City Clerk’s Office by
no later than Tuesday, October 8, 2019 at 10:00 a.m.
CONTACT PERSON:
Daisy Guerrero, Management Analyst
City of Rosemead
8838 E. Valley Boulevard
Rosemead, California 91770
(626) 569-2102
dguerrero@cityofrosemead.org
PROPOSALS RECEIVED AFTER THE TIME AND DATE STATED ABOVE SHALL NOT BE
CONSIDERED. FACSIMILE AND E-MAIL PROPOSAL WILL NOT BE ACCEPTED.
INQUIRIES: Direct questions for clarification on Request for Proposal
documents to Daisy Guerrero, Management Analyst at
(626) 569-2102 or dguerrero@cityofrosemead.org.
MODIFICATIONS: Any modification of this Request for Proposal will be
provided to consultants who request notification of any
modifications.
ISSUANCE DATE: September 10, 2019
City of Rosemead – Information Technology Management Services Request for Proposal No. 2019-11
CONTENTS
A. Introduction .............................................................................................................1
B. Background ..............................................................................................................1
C. Current Technical Environment ...............................................................................1
D. Scope of Services .....................................................................................................2
E. Time, Place, And Method for Proposal Submissions ...............................................2
F. Proposed Term of Contract .....................................................................................2
G. Submittal Deadlines .................................................................................................2
H. Proposer Qualifications ........................................................................................... 3
I. Award of Contract .................................................................................................... 3
J. Right to Reject Quotes ............................................................................................. 3
K. Information to Be Submitted ................................................................................... 3
L. Understanding of Requirements ............................................................................. 5
M. Questions/Clarifications .......................................................................................... 5
N. Insurance .................................................................................................................. 5
O. Professional Services Agreement ............................................................................ 5
P. City’s Responsibilities……………………………………………….….………………………………………5
Q. Proposal Evaluation And Criteria………………………………..………………………….…………….5
R. Discretion and Liability Waiver…………………………………………….……………………………….6
Attachment A: Professional Services Agreement Sample
Attachment B: Insurance Sample
Attachment C: Scope of Services
Attachment D: Distribution List
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A. INTRODUCTION
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 City does not have a professional IT person on staff. 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 C).
B. BACKGROUND
The City of Rosemead is organized under the City Council/City Manager form of government with six
departments and approximately 50 full-time employees. The City of Rosemead is a cost-conscious
provider of outstanding public services to its residents and local businesses mostly relying on the
contract services model since its incorporation in 1959.
The City of Rosemead is a suburb located in the San Gabriel Valley, 10 miles east of downtown Los
Angeles. It is bounded on the north by the cities of Temple City and San Gabriel, on the west by
Monterey Park, Alhambra, and the unincorporated Los Angeles County community of South San
Gabriel, on the south by Montebello, plus by El Monte and South El Monte on the east. The City is 5.5
square miles (2,344-acres) in size.
Rosemead is a working-class suburb with a diverse population base. According to the 2010 Census, the
City had a population of 53,764. The estimated makeup of the City was 4.7% White, 0.3% African
American, 60.3% Asian, 33% Hispanic/Latino (of any race), and 0.7% Non-Hispanic Other. As a
substantially built-out city, Rosemead only added 259 residents to its population during the last decade
(2000-2010).
The City is interested in receiving responsive and competitive proposals from experienced and
qualified firms to provide information technology services; specifically, in the areas of desktop
support, security system support, network administration, and computer operations. The City desires
a fully outsourced IT management consultant to provide proactive maintenance, support, and other
IT related functions.
C. CURRENT TECHNICAL ENVIRONMENT
The City of Rosemead’s technical environment consists of 13 sites, approximately 14 servers, 85
desktop workstations, 51 mobile devices with access to City email, 5 Surface Pros, about 100 domain
users, as well as a number of network appliances, systems, and software applications. See
ATTACHMENT C for details.
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D. SCOPE OF SERVICES
1. City to Provide
The City will assist with training regarding the City’s office, procurement, policies, and behavior
standards.
The City is responsible for purchasing new equipment and planned replacements in
conjunction with the new contractor.
The City will provide 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 C.
E. TIME, PLACE, AND METHOD FOR PROPOSAL SUBMITTION
The City must receive three (3) sets of proposals from interested firms no later than 10:00 a.m. on
October 8, 2019. Please submit all proposals to:
Request for Proposal – Information Technology Management Services
ATTN: Ericka Hernandez, City Clerk
City of Rosemead | City Clerk’s Office
8858 E. Valley Blvd.
Rosemead, CA 91770
Electronic, faxed, or late proposals will not be considered.
F. PROPOSED TERM OF CONTRACT
The proposed term of the contract is three (3) years commencing January 1, 2020, with options for
two (2) one-year extensions at the City’s discretion.
G. SUBMITAL DEADLINES
Below is the tentative RFP scheduled, subject to change:
RFP SUBMITTAL INFORMATION DEADLINES
RFP Available 9/10/2019
Deadline for submittal of Questions 10/1/2019
Staff Responses to Questions 10/3/2019
Deadline for submittals of Proposal 10/8/2019
Mandatory Interviews 10/14-17/19
Agreement Presented to Council 10/22/2019 (Tentative)
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H. PROPOSER 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 the proposal.
4. Primary firm must have experience in providing similar work in at least two similar organizations.
I. AWARD OF CONTRACT
Staff, led by the City Manager, will evaluate the proposals and make their recommendation to City
Council for approval. Firms may be asked to make oral presentations to supplement their proposals.
Proposals will be selected in accordance with the City’s purchasing policy on Professional Services
where selection is not bound by the lowest bid but made in the sole discretion of staff and City
Council.
Proposals must be guaranteed by the Contractor for 60 days after the quote opening on 10/8/2019.
It is anticipated that a standard agreement contract will be signed subsequent to City Council review
and approval of the recommended firm.
J. RIGHT TO REJECT PROPOSALS
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.
K. INFORMATION TO BE SUBMITTED
Prospective Firms must submit three bound copies and one electronic copy of their proposal. The
electronic copy must be in searchable PDF format.
1. Proposal Summary:
This section shall discuss the highlights, key features, and distinguishing points of the Proposal. 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:
This section shall 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
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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 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.
3. Qualifications of the Firm:
This section shall 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.
4. Work Plan:
In this section, 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:
In this section, discuss how the Firm would propose to staff the service described in ATTACHMENT
C. 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 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.
7. Proposal Costs Sheet and Rates:
In this section include the proposed costs to provide the services desired. Include any other cost
and price information that would be contained in an agreement with the City. Include the costs for
extra after-hours services or any other services that are considered optional additions.
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L. UNDERSTANDING OF REQUIREMENTS
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.
M. QUESTIONS/CLARIFICATIONS
Please email any questions regarding this RFP to Daisy Guerrero, Management Analyst, with the
subject line “IT Services RFP Questions” at dguerrero@cityofrosemead.org. Questions must be
received by 12pm on 10/1/2019. All questions received prior to the deadline will be collected and
responses will be posted to the City's website by 10/3/2019.
N. INSURANCE
The City will require the successful Proposer to provide Certificates of Insurance evidencing required
coverage types and the minimum limits. See ATTACHMENT B: INSURANCE for more information on the
City’s insurance requirements.
O. PROFESSIONAL SERVICES AGREEMENT
The City will require the successful Proposer to execute a professional services agreement with the
City. Please review Attachment A: PROFESSIONAL SERVICES AGREEMENT SAMPLE and identify any
questions or areas or concern in your response to the City.
P. CITY'S RESPONSIBILITY
Upon awarding of the contract, the City shall provide the selected consultant with any pertinent
ordinances and resolutions or any other information mutually agreed upon that will assist the
consultant with the completion of the contract requirements.
Q. PROPOSAL EVALUATION AND CRITERIA
Proposals will be evaluated on the proposer’s ability to provide services that meet the requirements
set forth in this RPF. The City reserves the right to make such investigations as it deems necessary to
determine the ability of the proposer to provide services meeting a satisfactory level of performance
in accordance with the City’s requirements. The proposer shall furnish such information and data for
this purpose as the City may request, at no cost to the City. Interviews and presentations by one,
several, or all of the proposers submitting a proposal may be requested if deemed necessary to fully
understand and evaluate the proposer’s capabilities and qualifications.
The adequacy, depth, and clarity of the proposal will influence, to a considerable degree, its evaluation.
The final selection of the consultants will be based on the following criteria:
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1. Narrative describing methodology and protocols
2. Understanding the scope of services.
3. Quality of proposal.
4. Ability of the consultant to provide the full range of requested services.
5. Demonstrated professional skills and credentials of staff to be assigned to this agreement.
6. Related experience and expertise.
7. Consultant’s ability to execute the contract in a timely manner
8. References.
9. Cost as compared to related service requirements (lowest cost will not be the sole
determining factor).
The award of a contract will be based on a combination of the aforementioned criteria and costs.
R. DISCRETION AND LIABILITY WAIVER
1. Proposers shall carefully read the information contained in this RFP and submit a complete
response to all requirements and questions as directed. Incomplete proposals may be considered
non-responsive and may be rejected in the City’s discretion.
2. All information, documentation, and other materials submitted in response to this solicitation are
considered non-confidential and/or non-proprietary and are subject to public disclosure after the
solicitation is completed.
3. Proposers shall prepare and develop proposals at their sole cost and expense.
4. The City makes no representations of any kind that an award of a contract will be made as a result
of this RFP, or subsequent RFP. The City reserves the right to accept or reject any or all proposals,
waive any formalities or minor technical inconsistencies, and/or delete any item/requirements
from this RFP when deemed to be in City’s best interest.
5. Failure to comply with all requirements contained in this RFP may result in the rejection of a
proposal.
6. A proposal may be modified or withdrawn in person at any time before the scheduled due date,
provided a receipt for the withdrawn proposal signed by the proposer’s authorized
representative. The City reserves the right to request proof of authorization to withdraw a
proposal.
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7. The City may evaluate the proposals based on the anticipated completion of all or any portion of
the project. The City reserves the right to divide the project into multiple parts, to reject any and
all proposals and re-solicit for new proposals, or to reject any and all proposals and temporarily
or permanently abandon the project.
8. The City may, in the evaluation of proposals, request clarification from proposers regarding their
proposals, obtain additional material or literature, and pursue other avenues of research as
necessary to ensure that a thorough evaluation is conducted.
9. By submitting a proposal in response to this RFP, the consultant accepts the evaluation process,
acknowledges and accepts that determination will require subjective judgments by the City, and
waives all right to protest or seek any legal remedies whatsoever regarding any aspect of this RFP.
10. The City of Rosemead expects the highest level of ethical conduct from proposers, including
adherence to all applicable laws and local ordinances regarding ethical behavior.
11. If an agreement cannot be reached with the highest ranked proposer, City reserves the right to
terminate negotiations with that party and enter into negotiations with the next highest ranked
proposer.
12. Finalists in the selection process may be asked to attend an interview once the RFP process is
complete.
13. Acceptance of any proposal is contingent upon the proposer’s certification and agreement by
submittal of its offer, to comply and act in accordance with all provisions of the City’s Municipal
Code.
All proposals submitted shall be binding for 90 days from the date of submittal.
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ATTACHMENT A
CITY OF ROSEMEAD AGREEMENT SAMPLE
(DRAFT)
CITY OF ROSEMEAD
PROFESSIONAL SERVICES AGREEMENT
BY AND BETWEEN
CITY OF ROSEMEAD
AND
CONSULTANT
a. PARTIES AND DATE.
This Professional Services Agreement (“Agreement”) is made and entered into this _______ day of _______, 2019
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 Consultant (“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 professional services associated support and maintenance of the City’s information technology (“IT”) infrastructure.
2.2 Project.
City desires to utilize the services of Consultant as an independent contractor to provide IT services to the City
(“Project”).
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 professional
consulting services necessary for the Project (“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 from DATE to DATE and may be extended for up to two (2)
additional year(s) at the sole discretion of the City, unless earlier terminated as provided herein. Consultant shall complete
the Services within the term of this Agreement, and shall meet any other established schedules and deadlines.
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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, and in accordance with the Schedule of Services set forth in Exhibit “C” attached hereto and incorporated
herein by reference. 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 Contract. 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 hereby designates Consultant Staff 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 required to
perform the Services, including a City Business License and certification(s) and that such licenses, certifications and
approvals shall be maintained throughout the term of this Agreement. As provided for in the indemnification provisions
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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. Any employee of the Consultant or its sub-consultants who is determined by the City to be
uncooperative, incompetent, a threat to the adequate or timely completion of the Project, a threat to the safety of persons
or property, or any employee who fails or refuses to perform the Services in a manner acceptable to the City, shall be
promptly removed from the Project by the Consultant and shall not be re-employed to perform any of the Services or to
work on the Project.
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.
3.2.10.1 Time for Compliance. Consultant shall maintain prior to the beginning of and for the direction 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 Contractor 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. Total payment to Consultant shall not exceed Consultant’s Proposal. Extra Work may be
authorized, as described below, and if authorized, will be compensated at the rates and manner set forth in this Agreement.
3.3.2 Payment of Compensation. City agrees to compensate Consultant for services under this Agreement in
compliance with the schedule set forth in this Agreement. Payment will be made only after submission of proper monthly
invoices in the form and manner specified by City. City shall endeavor to pay invoices bearing correct and authorized charges
within 30-days of the date they are received; however, Consultant acknowledges and agrees that due to City warrant run
procedures, the City cannot guarantee that payment will occur within this time period. City shall not be responsible to
Consultant for any additional charges, interest or penalties due to a failure to pay within such period.
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”),
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which require the payment of prevailing wage rates and the performance of other requirements on “public works” and
“maintenance” projects. If the Services are being performed as part of an applicable “public works” or “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 thirty (30) days before the effective date of such termination. 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 and 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 seven (7) calendar 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:
Consultant
CITY:
City of Rosemead
P.O. Box 399
Rosemead, CA 91770
Attn: City Clerk’s Office
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 at its applicable
address. Actual notice shall be deemed adequate notice on the date actual notice occurred, regardless of the method of
service.
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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.
All reports, documents or other written material developed by Consultant in the performance of this Agreement shall be and
remain the property of City without restriction or limitation upon its use or dissemination by City. Such material shall not be
the subject of a copyright application by Consultant.
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 other costs of such action.
3.5.6 Indemnification. 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 attorney’s 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
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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.
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
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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]
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CITY OF ROSEMEAD CONSULTANT
By: By:
Gloria Molleda, City Manager
Name:
Attest:
Title:
Ericka Hernandez, City Clerk
Approved as to Form:
Rachel Richman, City Attorney
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ATTACHMENT B
CITY OF ROSEMEAD INSURANCE
INSURANCE REQUIREMENTS
Prior to the beginning of and throughout the duration of the Work, Consultant will maintain insurance in conformance with
the requirements set forth below. Consultant will use existing coverage to comply with these requirements. If that existing
coverage does not meet the requirements set forth here, Consultant agrees to amend, supplement or endorse the existing
coverage to do so. Consultant 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.
Consultant shall provide the following types and amounts of insurance:
General Liability Insurance. Consultant 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, and $2,000,000 completed operations aggregate.
Business Auto Coverage. Contractor shall maintain automobile insurance at least as broad as Insurance Services Office form
CA 00 01 including symbol 1 (Any Auto) or the exact equivalent covering bodily injury and property damage for all activities
of the Contractor arising out of or in connection with Work to be performed under this Agreement, including coverage for
any owned, hired, non-owned or rented vehicles, in an amount not less than $1,000,000 combined single limit for each
accident.
Workers Compensation on a state-approved policy form providing statutory benefits as required by law with employer’s
liability limits no less than $1,000,000 per accident or disease.
Technology 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 consultant 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.
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.
Consultant shall procure and maintain Cyber Liability insurance with limits of $1,000,000 per occurrence/loss which shall
include the following coverage:
b. Liability arising from the theft, dissemination and/or use of confidential or personally identifiable information;
including credit monitoring and regulatory fines arising from such theft, disseminations or use of the confidential
information.
c. Network security liability arising from the unauthorized use of, access to, or tampering with computer systems.
d. Liability arising from the failure of technology products (software) required under the contract for Consultant to
properly perform the services intended.
e. Electronic Media Liability arising from personal injury, plagiarism or misappropriation of ideas, domain name
infringement or improper deep-linking or framing, and infringement or violation of intellectual property rights.
f. Liability arising from the failure to render professional services.
General conditions pertaining to provision of insurance coverage by Consultant. Consultant and City agree to the following
with respect to insurance provided by Consultant:
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1. Consultant 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. Consultant
also agrees to require all contractors, and subcontractors to do likewise.
2. No liability insurance coverage provided to comply with this Agreement shall prohibit Consultant, or Consultant’s
employees, or agents, from waiving the right of subrogation prior to a loss. Consultant 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. Consultant 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 Consultant’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 Consultant
or deducted from sums due Consultant, at City option.
8. Certificate(s) are to reflect that the insurer will provide 30 days’ notice to City of any cancellation of coverage.
Consultant 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 Consultant
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. Consultant agrees to ensure that subcontractors, and any other party involved with the project who is brought onto
or involved in the project by Consultant, provide the same minimum insurance coverage required of Consultant.
Consultant 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. Consultant agrees that upon request, all
agreements with subcontractors and others engaged in the project will be submitted to City for review.
11. Consultant 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 Consultant’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
Consultant, which may include reduction or elimination of the deductible or self-insured retention, substitution of
other coverage, or other solutions.
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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 Consultant ninety (90) days advance written notice of such change. If such change results in
substantial additional cost to the Consultant, 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. Consultant acknowledges and agrees that any actual or alleged failure on the part of City to inform Consultant 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. Consultant 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. Consultant 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 Consultant’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 Consultant under this
agreement. Consultant 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. Consultant 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 Consultant for the cost of additional insurance coverage required by this
agreement. Any such provisions are to be deleted with 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.
Consultant agrees to provide immediate notice to City of any claim or loss against Consultant 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.
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ATTACHMENT C
CITY OF ROSEMEAD – SCOPE OF SERVICES
The successful contractor will serve as the City’s IT staff for the duration of the contract. Under the
direction of the City Manager and Assistant City Manager, the successful contractor will be responsible
for all facets of the IT function in the City. The winning contractor will:
1. 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 will occasionally work
outside of their scheduled hours as requested by the City.
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 24x7 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 harmoniously with 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 relating to the use of information technology resources.
9. Provide quarterly hardware inventory reporting and proper and legal electronic disposal of
surplus electronic equipment.
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.
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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:
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.
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Network Administration and Systems Support
Support technician is expected to provide all the necessary network and system technical expertise
to the City to have its systems and network operate efficiently and effectively and minimize down
time. Minor system changes and routine maintenance such as server patches requiring short planned
outages may be 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. Acquiring quotes
5. Preparing project implementation plans and timelines
6. Coordinating with City staff and contractors
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.
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The City’s network infrastructure is comprised of the following:
SERVERS ROLES
SERVER 1 Host server
SERVER 2 Domain controller
SERVER 3 DNS server
SERVER 4 Virtual File server
SERVER 5 Finance server
SERVER 6 Print server
SERVER 7 Exchange 2010 server
SERVER 8 Video management server
SERVER 9 ESET server
SERVER 10 DHCP server
SERVER 11 Virtual DB server
SERVER 12 IIS Pet license server
SERVER 13 Finance SQL server
SERVER 14 Public Safety Domain controller
Total = 14 servers
CITY OF ROSEMEAD
DESKTOPS
CITYHALL Windows 7 8
Windows 10 41 desktops / 2 laptops
RCRC Windows 7
Windows 10 6
GARVEY PARK Windows 7 1
Windows 10 2
PUBLIC SAFETY Windows 7 1
Windows 10 4
PUBLIC SERVICES Windows 7 5
Windows 10 4
ROSEMEAD AQUATIC Windows 7
Windows 10 2
ROSEMEAD PARK
AND DAYCARE
Windows 7
Windows 10 3
SPLASH ZONE Windows 7
Windows 10 2
GARVEY CENTER Windows 7
Windows 10 6
Total = 85 Desktops
All Windows 7 desktops are
scheduled for upgrades before
the January.
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ALL CITY SOFTWARE
TYLER Finance software - use for General Ledger, financial management
GRANICUS Agenda Management software - used for document workflow and live view of council
meetings
OFFICE 365 Microsoft office software
HDL Used by staff to view permit and business license
ADOBE CLOUD Used by designated staff to edit, create, view PDFS / create flyers
AUTOCAD used by designated staff for drawing and plan viewer
EGNYTE File share software, use by staff to save and share documents
CRM
(GOVOUTREACH)
Use by city personnel as a ticket system for Rosemead residents
LOCATIONS MPLS CIRCUIT (BANDWIDTH) CAMERA SYSTEM
CITY HALL Main circuit 50/50 yes
COMMUNITY
RECREATION
CENTER (RCRC)
20/20 yes
GARVEY PARK 20/20 yes
JAY IMPERIAL PARK
KLINGERMAN PARK
PUBLIC SAFETY 20/20 yes
PUBLIC SERVICES upgrade in progress (20/20) yes
ROSEMEAD
AQUATIC CENTER
upgrade in progress (20/20) yes
ROSEMEAD PARK
AND DAYCARE
20/20 yes
SALLY TANNER
PARK
SPLASH ZONE 20/20 yes
GARVEY CENTER upgrade in progress (20/20) yes
ZAPOPAN PARK
LOCATIONS # OF PRINTERS
CITY HALL 20
ROSEMEAD COMM
RECREATION CTR
1
GARVEY PARK 2
PUBLIC SAFETY 1
PUBLIC SERVICES 1
ROSEMEAD
AQUATIC CENTER
1
ROSEMEAD PARK &
DAYCARE
1
GARVEY CENTER 1
SPLASH ZONE AT
GARVEY PARK
1
TOTAL = 29
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Below is additional information on the City’s current information technology
systems and services:
1. ISP
a. Spectrum: Internet provider
b. TPX: MPLS and PRI phone service
2. Firewall
a. We currently use Sonic Firewall for the City of Rosemead
i. Make and Model – Sonic Firewall 3500
b. There are 3 firewalls
i. City Hall
ii. RCRC
iii. Public Safety
3. Switches
a. Cisco Catalyst POE switches
Cisco Catalyst POE switch
Netgear FS750T2 port switch
b. There are currently 13 switches in production
c. Level support: Basic Support
4. Network Connectivity
a. Type of cabling – CAT5, CAT6, and Fiber
5. Network Topology
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 ShoreTel phones
b. It is locally managed
c. InteleSysOne provide remote and on-site hardware support
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; two domain controllers;
Cloud file storage
8. Wireless Controller and Access Points
a. The City is using Aerohive wireless AP’s (26 in total)
b. Cloud managed
c. Aerohive provides remote and hardware support
9. Make/model of all systems:
a. Dell PowerEdge servers
b. Barracuda cloud backup and mail filter
c. Microsoft Surface Pro
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d. Dell XPS and Latitude laptops
e. Dell OptiPlex 7060 PC’s (i5 processor)
f. Dell OptiPlex 3011 All in one PC’s
g. IBM ThinkCentre PC’s (i5 processor)
h. HP LaserJet printers (B/W & color)
i. Ricoh copiers and plotter
j. ShoreTel Desktop phones 212k , 230
k. Aerohive AP’s
10. Service level agreements and expiration dates:
TPX: 9/1/2021
Spectrum: 3/2/2020
11. Current information technology system support:
Sonicwall (annual renewal)
IntelysisOne for phone system support (annual renewal)
12. Current operating systems running on the servers and workstations:
a. Windows only environment
b. Servers – Windows servers
c. Workstations – Windows 10 64bit
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ATTACHMENT “D” – DISTRIBUTION LIST
Acorn Technology Services Saalex IT
1960 Chicago Avenue, Suite 9 811 Camarillo Springs Road
Riverside, CA 92507 Camarillo, CA 93012
info@acorntechservices.com sales@saalexit.com
Advanced Microcomputing Concepts Total Network Solutions
550 W. Cienega Avenue 5150 PCH, Suite 530
San Dimas, CA 91773 Long Beach, CA 90804
management@amcsolutions.net sales@totalnetsol.com
Brea IT Solutions Vtech Solution
1 Civic Center Drive 1100 H. Street, #450
Brea, CA 92821 Washington DC 20005
MikeR@ci.brea.ca.us info@vtechsolution.com
Golden Star Technology X-Act Technology Solutions
12881 166th Street 5900 Sepulveda Blvd.
Cerritos, CA 90703 Van Nuys, CA 91411
info@gstes.com info@xactts.com
Intelesysone SoftHQ
3155 Sedona Court 6494 Weathers Pl, #200
Ontario, CA 91764 San Diego, CA 92121
webcontact@intelesysone.com “Contact Us” via website
Interwest Consulting Group
15140 Transistor Lane
Huntington Beach, CA 92649
mmarengo@interwestgrp.com
JR Maley Engineering
5318 Lorretta Drive
Mount Airy, MD 21771-8727
info@jrmaleyengineering.com
Knight Communications
427 Yale Avenue, #201
Claremont, CA 91711
info@knightcommunications.com
LanWan Enterprises
17500 Red Hill Avenue, #120
Irvine, CA 92614
ramid@lanwane.com
Attachment B
Proposal from Acorn Technology Services
Managed Information
Technology Services
REQUEST FOR PROPOSAL NO. 2019-11
PROFESSIONAL SERVICES FOR
INFORMATION TECHNOLOGY MANAGEMENT SERVICES:
City of Rosemead
Presented on
October 8th, 2019
Acorn Technology Services
1960 Chicago Ave, Ste E9
Riverside, CA 92507
951.784.3500 (office)
951.320.7066 (fax)
www.acorntechservices.com
Daisy Guerrero
Management Analyst
City of Rosemead
8838 E. Valley Boulevard
Rosemead, CA 91770
RE: Request for Proposals No. 2019-11 – Information Technology Management Services
Dear Ms. Guerrero,
Acorn Technology Services is pleased to submit the following proposal in response to the Request for Proposal for
Information Technology Management Services from the City of Rosemead. Acorn has received Addendum No. 1 and
has modified its proposal accordingly.
It is the hope and intent of the Acorn team that the reader of this proposal gains a more informed understanding of
who we are and what we do. Additionally, it is our desire that Acorn’s commitment to the customer and our aspiration
to be a true IT partner is exemplified throughout our proposal and our references. While not required, several City
leaders of existing customers wrote letters of recommendation illustrating this point and are included in our proposal.
The Acorn team understands the expectations of this RFP. After an initial assessment, Acorn should fully comprehend
the City of Rosemead’s needs and will work with the City to meet those needs in the shortest time and most cost
effective manner that we can. We will staff the project with a highly qualified team that possesses extensive knowledge
and experience in Information Technology Services, municipalities, and public safety needs.
As we have, many times in the past, and on current projects, we seek balanced solutions for our clients, bringing
significant experience and flexibility to our projects. To illustrate this, Acorn is offering the City multiple service delivery
solutions with very competitive price points. The option most similar to what the City has currently, provides greater
levels of support than what the City is getting today!
Acorn Technology Services, DBA Might Oak Technology (California Corporation), has prepared this response in
accordance with the provisions laid out in the RFP. I am authorized to bind Acorn into contractual agreements and am
the person to whom correspondence should be directed. Acorn agrees to all of the conditions and specifications
contained within the RFP. Feel free to reach out to me with any questions or needs for clarification.
Thank you for the opportunity to compete for the City’s business and I look forward to working with you in our joint
efforts to provide the City of Rosemead with the quality and reliability of information technology services that it seeks.
Sincerely,
Mickey McGuire
Chief Executive Officer
1960 Chicago Ave. Suite E9
Riverside, CA 92507
mmcguire@acorntechservices.com
951-784-3500
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 1 OF 21
SECTION 1
PROPOSAL SUMMARY
Acorn Technology Services is pleased to submit the following proposal in response to the Request for Proposal for
Information Technology Management Services from the City of Rosemead. Acorn Technology Services has reviewed the
RFP documents and agrees to the terms and conditions, provisions, and requirements described within. Acorn appreciates
the opportunity to show our commitment to great customer service.
Acorn’s profile described in Section 2 will demonstrate Acorn’s core competencies, how those are well-suited to meet the
needs of the City, and how our success in developing and maintaining long-term relationships are illustrative of our values.
Moreover, the type and quality of customers and projects described in Section 3 should build confidence in Acorn’s
capabilities and expertise to execute on the assertions made throughout the proposal. We encourage the City to call the
references noted within Section 3, as we are confident the City will receive glowing references about Acorn and its team.
If the City would like more, just ask and we would be happy to provide additional satisfied customers to talk to!
Additionally, please see in Appendix B some letters for recommendation from other municipality customers for reference.
Section 4 is where the “rubber meets the road.” Acorn has set forth a specific plan as to how it will bring itself up to speed
on the City’s systems and lays out the proposed processes and services that Acorn believes will meet the City’s objectives
and requirements as described within the RFP. Once the reader grasps how Acorn delivers its services, the staffing model
set forth in Section 5 will match up well with the service delivery model described in Section 4.
To be innovative within the delivery of IT support is definitely a tricky task. That said, in Section 6, Acorn has worked hard
to craft different approaches to reduce the road blocks and challenges to outsourcing the IT function. These efforts center
around being proactive, reducing downtime, increasing available expertise to the customer, increasing transparency, and,
most importantly, reducing costs. Once again, these goals align well with the values outlined in the second paragraph
above.
Finally Section 7, all services have a cost, but we believe the costs associated to Acorn’s services are well below the cost
of maintaining IT “in-house,” while offering a far greater value. Acorn has tried to show its flexibility by offering the City
multiple approaches with associated pricing. This will allow the City to select a support model that it feels is best suited
to meet its needs. One of these option provides the on-site IT specialist as requested within the RFP, coupled with Acorn’s
remote support for network and server administration during the same hours, ultimately providing a greater level of
support at a substantially lower price that what the City is paying today! If the City has a desire to explore different
solutions, Acorn will continue to show its flexibility by working with the City to construct a support package that benefits
all parties involved.
Acorn has received Addendum No. 1 and has modified its proposal accordingly.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 2 OF 21
See Appendix A for Acorn’s organization chart and resumes of the following staff:
Contact Sheet
MICKEY MCGUIRE | CHIEF EXECUTIVE OFFICER
mmcguire@acorntechservices.com
(951) 784-3500
MATTHEW FULLER | ACCOUNT & PROJECT MANAGER
mfuller@acorntechservices.com
(951) 784-3500
JAMES WALTER | DIRECTOR OF SERVICE OPERATIONS
jwalter@acorntechservices.com
(951) 784-3500
DANIEL GUTIERREZ | HELPDESK MANAGER
dgutierrez@acorntechservices.com
(951) 784-3500
PATRICK KNOX | LAB, SITE & 24/7 MANAGER
pknox@acorntechservices.com
(951) 784-3500
RACHEL HEMOND | VP - ADMINISTRATION
rhemond@acorntechservices.com
(951) 784-3500
ALFRED GONZALES | NETWORK AND SYSTEMS ADMINISTRATOR
agonzales@acorntechservices.com
(951) 784-3500
MATT GUILBAUD | IT SPECIALIST
mguilbaud@acorntechservices.com
(951) 784-3500
ALL TECHNICAL REPRESENTATIVES
helpdesk@acorntechservices.com
(951) 784-3500
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 3 OF 21
SECTION 2
PROFILE: ACORN TECHNOLOGY SERVICES
Acorn Technology Services was founded in 2000, and is located in the Riverside Business Technology Park in Riverside,
California. Our team of 40+ members has depth and breadth of extensive experience in providing Information Technology
Services, including but not limited to: Managed IT Services; desktop support, server and network administration; systems
design and implementation; strategic planning; disaster recovery; IT risk assessments, vulnerability scans, project
management, critical systems monitoring, system documentation, and maintenance with 24 x 7 x 365 remote and on-site
technical support. For nearly 20 years, Acorn maintained and operated two of its own data centers; provided wireless
communication networks to Southern California businesses; designed, built, and maintained IT networks for entities
ranging from just a few employees to nearly one thousand employees. Acorn’s customers cross into 17 states, Canada,
and Germany. We proudly serve municipalities and other local government agencies in Southern California, including
some agencies with a responsibility to public safety with police departments and fire departments. Acorn is confident
that we have the experience, resources, and infrastructure necessary to deliver outstanding service that will meet or
exceed the City’s short-term requirements and long-term IT objectives.
Acorn has significant financial stability and can demonstrate this in multiple ways. By being in business for nearly 20 years
with a steady, yet conservative, growth combined with its conservative internal investments in human resources and new
technologies Acorn has not only flourished but also mitigated common financial risks with growing a business.
Additionally, Acorn’s owners have the capacity, if needed, to further invest in additional capacities (both human and
technical) to successfully take advantage of growth opportunities or to reduce risks associated to downturns in business.
After further discussions with the City, Acorn can make available it’s most recent tax return as additional evidence of
financial stability. Furthermore, Acorn also has no pending litigation or claims against the firm currently or throughout its
history.
Because all clients are different, our managed service solutions are tailored to the customers’ requirements. Acorn offers
flexibility in its support services, offering a team of remote support professionals with on-site support as needed, or as
required, varying levels of dedicated on-site technical support professionals. For organizations like the City of Rosemead
with a large number of users or with critical public safety systems (such as Police Departments), a blend of dedicated on-
site support combined with the depth and breadth of Acorn’s remote helpdesk and network engineers is most often the
model that best suits these organizations’ needs for reliable, responsive, and qualified IT management and support. As
such, our clients think of Acorn as the right-sized boutique organization that is small enough to ensure focus and attention
for each user, but large enough to leverage its experience, resources, and economies of scale.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 4 OF 21
SECTION 3
QUALIFICATIONS AND PROJECT EXPERIENCE
Acorn Technology Services provides its services to a wide variety of organizations, including municipalities and various
government agencies, both large and small. Currently, Acorn has contracted relationships for the delivery of Managed IT
Services support with over 65 customers, with about 20% of them being government or quasi-government related,
including various municipalities. In this regard, Acorn has developed a significant amount of experience with the core
systems and applications highlighted within the proposal, including but not limited to: Wide Area Networks utilizing MPLS,
Pt-to-Pt connections, VPNs, etc.; multi-segmented networks utilizing VLANs, CENIC implementations, iSCSI networks with
SAN/host implementations utilizing VMWare and Hyper-V, Barracuda SPAM and Web filters, along with a multitude of
switches (HP, Dell, Cisco), firewalls (SonicWALL, Fortinet, Cisco), and wireless access points (Ubiquiti, SonicPoint,
FortiGate); Phone Systems and vendors such as IntelesysOne, Shoretel and Mitel; the special needs of a Police Department
for handling: the cellular Private IP MPLS network, network connections back to the LASD, Net Motion, Spillman, JDIC,
ALPR; and applications such as varying MS Server, MS Exchange, MS SQL, MS Office, Laserfiche, Granicus, HdL,
Envisonware, SCADA, Munis, Incode, and many many others. Acorn does not plan on subcontracting any obligations
within the support contract.
The following projects are a few highlights while working with some of our local municipal clients in addition to our ongoing
on-site and remote helpdesk support:
1. CITY OF MONROVIA
Contact: Brittany Mello, Assistant to the City Manager (626) 932-5571
Type of Organization: Government Municipality
Project Manager: Ryan Wambolt
Type of Projects: Assessment, Strategic Planning, and Support
a. Project: Conduct a Full Assessment of the City’s IT Systems and Provide Recommended Solutions
Cost: $24,580
Project Scope: Acorn won a competitive bid project to provide managed IT support services to the City
of Monrovia. Since the City had very little documentation and understanding of their IT systems and
infrastructure, Acorn’s initial assignment was to perform a complete assessment to catalogue and
evaluate the City’s existing systems. Acorn created and implemented a technology roadmap to replace
outdated systems, hardware (including switches, firewalls, and cabling) with more modern and secure
infrastructure. Additionally, the City’s more than 50 physical servers were virtualized and consolidated
down to 10 physical servers with enhanced security provisions, change management, patch management,
image based backup systems, remote monitoring all done with greater redundancy, resiliency, and
security in mind. This project was performed over the course of three months, was completed 100% by
Acorn and was within budget. The schedule was extended (with City agreement) by approximately 6
weeks due to unforeseen challenges in getting access to the necessary systems and information.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 5 OF 21
b. Project: Server and Network Overhaul
Cost: ~$300,000
Project Scope: Acorn outlined recommendations for the virtualization of the City’s servers, moving from
more than a 50 servers to 8 physical servers and a SAN environment, a new image-based backup system,
and replacement of the firewalls and switches for the entire City network at 13 locations. As part of this
overhaul, new policies were implemented for change management, patch management, remote
monitoring, as well as a rolling 5-year replacement schedule of workstations. Acorn also provides ongoing
IT future planning, budgeting, and documentation. The project was executed on budget, and Acorn
surpassed their scheduling commitments by completing work prior to the deadline.
c. Project: IT Strategic Planning and Support
Cost: Monthly Fees are about $24,000
Project Scope: Acorn provides a full-time IT Analyst on-site for the City to assist with day-to-day support
needs and with project planning and implementation. Acorn regularly convenes conference calls with City
management staff to discuss departmental and organizational needs and requests, and work on strategic
planning with City leadership to better understand desired functionality, requirements, future goals, and
objectives of the City’s IT Systems. The on-going service is performed 100% by Acorn and resulted in an
approximate annual savings of $55,000 per year while ensuring greater levels of support and services.
2. CITY OF SOUTH PASADENA
Contact: Lucy Demirjian, Assistant to the City Manager (626) 403-7231
Type of Organization: Government Municipality
Project Manager: Blake Pietrolungo
Type of Projects: Assessment, Strategic Planning, Implementation and Support
a. Project: Computer, Server and Network Overhaul
Cost: ~$200,000
Project Scope: Acorn outlined recommendations for the virtualization of the City’s servers, moving from
more than a dozen physical servers to three physical servers and a SAN environment, a new image-based
backup system, and upgraded computer workstations from Windows XP to Windows 7. As part of this
overhaul, new policies were implemented for change management, patch management, remote
monitoring, as well as a rolling 5-year replacement schedule of workstations. Acorn also provides ongoing
IT future planning, budgeting, and documentation. The project was executed on budget, and Acorn
surpassed their scheduling commitments by completing work in eleven months, conducting the majority
of labor over the Thanksgiving holiday, prior to year end deadline.
b. Project: 911 Dispatch Remodel
Cost: $19,600
Project Scope: Acorn worked with other vendors to help design the new center, implement a temporary
center, and build in additional redundancies to ensure that 911 operators would have reliable backup
solutions in place in the event of hardware failure. During this months-long process, not a single 911 call
was missed by the Department, and through Acorn’s diligent planning the transition from the old center
to the temporary, and then back to the remodeled center was seamless, resulting in special recognition
from the Chief of Police and City Council. Acorn executed 100% of its obligations without subcontracting,
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 6 OF 21
which contributed to roughly 40% of the entire project, with the remaining 60% split evenly between four
other contractors hired by the City to (1) upgrade radios, (2) design custom desks, (3) pull new cabling,
and (4) deploy upgraded 911 systems. Acorn kept within budget on this project, and was recognized by
the Chief of Police and presented an award for excellent service.
c. Project: Verizon MPN for MDC’s and 2-Factor Authentication Implementation
Cost: $25,000
Project Scope: Acorn worked with the South Pasadena Police Department and Verizon to implement a
Mobile Private Network for officers to use in the MDC’s for CAD, JDIC and ALPR access. As part of this
project, Acorn also assisted the department in the evaluation of multiple 2-Factor Authentication
methods, assisted in the implementation of the new selected DUO and YubiKey system and trained staff
on the new system. Acorn executed 90% of the work without subcontracting, kept within budget. The
project scheduled did get extended beyond initial estimations, due to variables outside of Acorn’s
responsibilities and control.
3. CITY OF COVINA
Contact: Angel Carrillo, Assistant to the City Manager (626) 384-5415
Type of Organization: Government Municipality
Project Manager: Blake Pietrolungo
Type of Project: IT Support Services
a. Project: General IT Support
Cost: Monthly fees are about $18,000
Project Scope: The City of Covina was looking for cost savings and better IT support coverage than their
previous outsourced provider. After a competitive bid process, Acorn was selected to provide general IT
administration services including but not limited to: 24/7/365 remote helpdesk support, network
administration, server administration, as well as a full-time on-site IT Specialist. This project started off
with a general IT assessment during which time documentation was gathered into a single living document
and provided to the in-house IT manager and management staff; interviews were conducted with
department liaisons to get a better understanding of each departments’ needs, as well as on-going and
future IT related projects. The on-going service is performed 100% by Acorn in tandem with an in-house
IT manager.
4. MONROVIA POLICE DEPARTMENT
Contact: Alan Sanvictores, Police Chief (626) 256-8056
Type of Organization: Police Department
Project Manager: Blake Pietrolungo
Type of Project: Assessment, Strategic Planning, Implementation and Support
a. Project: Vulnerability Scan and Security Assessment
Cost: $16,000
Project Scope: The Monrovia Police Department wanted an outside party to analyze the current status of
their network and computer systems and receive a comprehensive report detailing vulnerabilities as well
as a series of recommendations to improve and advance the current environment. As part of the project,
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 7 OF 21
security specialists from Acorn analyzed the current Active Directory, hardware configurations, backup
solutions, and computer policies to provide a comprehensive report detailing all known vulnerabilities, as
well as a remediation plan to address the issues detected. This one-off project resulted in Acorn winning
a contract to extend remote support services to the Monrovia Police Department and implement many
of the recommendations that came from the Security Assessment. This project was performed 100% by
Acorn over the course of three months and was within budget. The original schedule was extended to
accommodate Police staff availability.
5. CITY OF LA QUINTA
Contact: Gilbert Villalpando, Assistant to City Manager (760) 777-7094
Type of Organization: Government Municipality
Project Manager: Ryan Wambolt
Type of Projects: Assessment, Strategic Planning, and Support
a. Project: Conduct a Full Assessment with a vulnerability scan of the City’s IT Systems and Provide
Recommended Solutions
Cost: $33,750
Project Scope: Acorn won a competitive bid project to provide managed IT support services to the City
of LaQuita. Since the City had very little documentation and understanding of their IT systems and
infrastructure, Acorn’s initial assignment was to perform a complete assessment to catalogue and
evaluate the City’s existing systems. Acorn created and implemented a technology roadmap to replace
outdated systems, hardware (including servers, firewalls, and computers) with more modern and secure
infrastructure. Additionally, the City’s more than 10 physical servers were virtualized and consolidated
down to 3 physical servers with enhanced security provisions, change management, patch management,
image based backup systems, remote monitoring all done with greater redundancy, resiliency, and
security in mind.
b. Project: IT Strategic Planning and Support
Cost: Monthly Fees are about $20,000
Project Scope: Acorn provides a full-time IT Analyst on-site for the City to assist with day-to-day support
needs and with project planning and implementation. Acorn regularly convenes conference calls with City
management staff to discuss departmental and organizational needs and requests, and work on strategic
planning with City leadership to better understand desired functionality, requirements, future goals, and
objectives of the City’s IT Systems. The on-going service is performed 100% by Acorn.
The following are a few highlights while working with some of our private sector clients in addition to our ongoing on-site
and remote helpdesk support:
1. ANNENBERG FOUNDATION TRUST AT SUNNYLANDS
Contact: John Finkler, Operations Manager (760) 202-2275
Type of Organization: Non-profit Foundation
Project Manager: Ryan Wambolt
Type of Project: IT Support Services
a. Project: Presidential Retreat
Cost: Varies
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 8 OF 21
Project Scope: The Sunnylands Estate occasionally hosts the President of the United States and other
foreign dignitaries. During such times, Acorn works with agencies like Office of the President, White
House Communications and the Secret Service to ensure that the required systems and network security
is in place during the retreat. On-site technicians are provided as requested before, during and after the
event takes place. The service is performed 100% by Acorn at the direction of the Federal agencies.
c. Project: General IT Support
Cost: Monthly fees are about $14,000
Project Scope: Acorn provides general IT administration services including but not limited to: 24/7/365
remote helpdesk support, network administration, and server administration for Sunnylands’ nearly 20
networks, 90 workstations and 30 servers at various locations in California and a remote office in
Washington DC. The on-going service is performed 100% by Acorn.
2. SMARTSTOP ASSET MANAGEMENT
Contact: Bryan Bowers, IT Director (949) 429-4454
Type of Organization: Publicly-Traded Corporation
Project Manager: Thomas Dye
Type of Project: IT Support Services
a. Project: General IT Support
Cost: Monthly fees are about $29,500
Project Scope: Acorn provides general IT administration services including but not limited to: 24/7/365
remote helpdesk support, network administration, and server administration for Smartstop Asset
Management’s more than 30 networks, 35 servers and 400 workstations spread over 121 different sites
across the country and extending into Canada. The on-going service is performed 100% by Acorn.
Acorn is honored to have the full faith and backing of our clients, and as a token of our mutual respect, some have provided
us letters of recommendation to give out to prospective future clients. While the attached letters were intended for other
potential City organizations, we believe they are still applicable. Please find these letters attached in Appendix B.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 9 OF 21
SECTION 4
METHODOLOGY AND WORK PLAN
Acorn Technology Services will provide expert and prompt support during regular business hours with after-hours staff
readily available to provide service during off hours. Technicians will work on projects, maintain inventories, follow current
best practices, and keep users informed with open lines of communication regarding projects and open trouble tickets.
The City’s computer infrastructure needs regular maintenance to ensure the least amount of service-loss possible, with
monitoring, regularly scheduled updates, and dependable backups employed to allow the City to reliably provide their
services internally and to the public. Higher tier technicians will be available to maintain and troubleshoot network
devices, so that Acorn may successfully support the City’s network backbone and security, bringing in additional resources
as needed in the face of an outage, security breach, disaster, or for project implementations.
Service Proposal: At the start of the City’s contract, Acorn will bring in additional resources to conduct an IT assessment
to inventory and review all the system architecture and current processes over the course of roughly 30 days, depending
on the amount of information available from the current IT team and the complexity of the environment. From this, Acorn
will create a working catalog of all IT assets, process documentation, and critical support information. This document will
become a referential source for the customer and the IT support staff as it will contain significant and extremely useful
knowledge associated with the customer’s existing system and operation. Information in this catalogue will include but
not be limited to:
i) Inventory of the Workstations with the following data: Make/Model, Operating System, Processor, RAM, HDD
total/used, recommended replacement schedule, location, and assigned user
ii) Inventory of the Servers: Make/Model, Operating System, Processor, RAM, physical or virtual, primary
function, recommended replacement schedule, and other recommendations
iii) Inventory of Network Printers/Scanners/Copiers
iv) Inventory of Network Equipment: Switches, WAPs, Router(s), Modem(s), UPSs, Storage Device(s), etc
v) Inventory of Phone System
vi) ISP and Connectivity Information
vii) Listing of Critical Applications and whether there is vendor support available
viii) Remote Access Documentation: VPN, etc
ix) Evaluation of Backup System
x) Evaluation of basic physical and network security
xi) Evaluation of Anti-Virus, SPAM and Malware
xii) Network Diagram
xiii) Basic Floorplan with device and system locations
During this time, the Account/Project Manager will meet with department heads and designated staff to begin
understanding ongoing and anticipated projects the City hopes to undertake. Additionally, on-site and remote support
technicians will begin assisting users during the assessment period.
In our experience, the assessment not only allows for the collection and documentation of critical information and
services, but it also serves as an excellent transition with the existing IT support staff allowing a smooth hand-off and
transition to Acorn’s support team.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 10 OF 21
During this process, new procedures will be explained and information disseminated to City staff on how to open a ticket
for support. The following are examples of how a ticket can be opened with the Acorn helpdesk:
1. A user makes contact with the on-site technician and explains their issue;
2. The technician creates a ticket and informs the user of the ticket number;
3. The technician assists the user, making contact with the remote helpdesk as necessary.
OR:
1. A user e-mails Acorn’s helpdesk e-mail account, explaining their issue;
2. A ticket is generated with a response being sent to the user letting them know their ticket number;
3. A technician will address the ticket and assists the user remotely, or may contact an on-site technician should
on-site assistance be required
OR:
1. A user dials Acorn’s helpdesk phone number;
2. A receptionist answers the call, asking for the user’s name;
3. The user provides necessary information to receptionist;
4. The receptionist passes the relevant information to a technician;
5. The technician takes the call, creates the ticket and assists the user remotely, or may contact an on-site
technician should remote hands be required.
Once the inventory of the City of Rosemead’s computer and network technologies are complete, our team will review and
evaluate the assets, discover any shortages or surpluses, determine where we can add value towards an area of need, and
provide any recommendations as necessary to enhance support, security, or streamlining of operations.
On-Site Technical Support Staff: Some organizations have requirements for and warrant on-site technical support
staff. To accommodate this need, Acorn can offer both full-time and part-time dedicated on-site technician(s) as one of
its technical support options. With that said, Acorn finds that over 95% of all technical support issues can be resolved
through remote and non-intrusive access. This approach allows clients to draw on an entire team of technicians to
achieve a faster resolution time than would be possible when relying on limited on-site technicians. However, when on-
site service is required, the on-site technician is contacted or remote Acorn technicians are dispatched as required. A
function of on-site technicians is also to provide lab support. Should a workstation need to be isolated from the main
network, or if devices require configuration, the on-site technician may perform the work in the IT offices rather than at
a user’s desk - this may include but is not limited to operating system upgrades, application installation, hardware
upgrades, and virus or malware removal. In addition, Acorn may alternate the on-site technicians (with approval by the
City) in an effort to have a greater number of Acorn staff trained on the City’s systems, thus allowing Acorn to offer more
redundant trained staffing support. On-site support can begin at the start of the contract during the assessment period
or after the assessment has been peformed, whichever the City perfers.
Remote Helpdesk Support: A team of technicians are available 24/7/365 to provide timely, professional, and effective
remote technical support for the City staff. Acorn is often the single point of contact for all features of IT support including
daily desktop support, servers, on-premise/hosted phone systems, wireless networks, cloud services, network security,
monitoring of critical systems, as well as server administration responsibilities such as system add/remove/changes, etc.
Acorn strives to provide the fastest response time to its customers. This means that when a customer calls in they are not
greeted by an automated phone menu but rather live representatives located in the Riverside office. Acorn’s teams of
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 11 OF 21
technicians will quickly troubleshoot in real-time by logging into the computer via our remote management tools. This is
a service feature preferred by most of Acorn’s clients as it provides a cost effective alternative to on-site technicians, and
the ability to address multiple service requests simultaneously throughout the day.
Acorn Lab Team: Acorn also maintains a staff of lab technicians that work seven days a week to perform device
configurations or troubleshoot issues with computer hardware. The lab technicians scan infected workstations,
troubleshoot hardware peripherals, install software on new devices, and perform backup imaging of systems. The remote
lab staff at Acorn can also double as site runners who can pick up and deliver hardware to customers, or augment project
teams to provide additional tier one level technical support.
SCOPE OF WORK
Strategic Planning and Oversight: Acorn will assist with identifying solutions to support City strategic goals. Current and
future projects will be reviewed, and Acorn will offer recommended policies, procedures and standards during and after
implementation. Acorn will help review proposals related to IT services and assist where possible in negotiations. Service
recommendations will be provided as needed to enhance IT services. Assistance will be offered with yearly budget
recommendations, identifying software and hardware needs and looking toward upcoming years for better future
planning. Project managers will provide management of projects as-needed for IT related projects.
Network Maintenance and Security: City servers, computers, software, and other systems are maintained and kept up
to date on a regular basis to ensure optimal security and stability. Maintenance is typically scheduled and includes
systematically applying Microsoft Windows Updates, Antivirus Definitions and Scans, Antispyware Definitions and Scans,
SPAM control, firmware updates, and other software updates. This proactive method helps maintain function of the City’s
servers with minimal unplanned service interruptions during normal business hours.
Monitoring/Proactive Maintenance: Acorn provides customers with peace of mind knowing the network is being
monitored by professionals 24 hours/day, 7 days/week. Acorn monitors health and performance of the network to ensure
servers, devices, circuits, and bandwidth are performing as expected. Acorn sets thresholds for different monitoring
parameters based on which alerts are generated, and Acorn’s 24/7 staff will quickly detect, diagnose, and resolve system
outages and performance issues.
System Backup: On-site backup: Acorn recommends and performs automatic daily backups of entire server images,
including operating system, applications, and data so that in the event of a fatal malfunction, the system can be restored
either on that original hardware, or on different hardware without requiring reinstallation, thereby minimizing
downtime. Off-site backup: Acorn also recommends having full server images backed up to Acorn’s data center or to one
of the City’s other sites on a no less than nightly basis.
Documentation and Asset Management: Acorn provides and maintains complete documentation on all network
information such as system inventory, software licenses, vendors, network diagrams, and system configuration. Acorn
documents all processes, so the City will be able to work with any of our technicians for assistance and to ensure no critical
information is dependent on one or two people. Acorn also provides domain management which will include timely
renewals and appropriate record management to ensure proper delivery of e-mail and website access.
Disaster Recovery Solution: Acorn offers various disaster recovery solutions to help guide an organization in the event of
a disaster and to effectively reestablish critical business operations within the shortest possible period of time, with
minimal or no loss of data. Solutions range from basic server backups to full hot site failover capability.
Ticketing System: Incoming calls and e-mails become tickets – a trackable electronic paper trail that logs the problem and
steps necessary to reach resolution. Once a ticket is created, our team of technicians will work with the user to determine
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 12 OF 21
the issue and fix the problem. If the issue requires further diagnosis, it will get escalated to a higher level technician or to
on-site support as necessary. Reports can be generated based off tickets, to help discover trends and issues routinely
addressed, and be can be used to more proactively address client concerns.
Procurement: Acorn can assist with procurement, leveraging our relationships with vendors or assisting with purchasing
through government agreements already in place. Multiple quotes can be provided to find cost effective one-to-one
comparisons when looking to purchase hardware, software, licensing and services.
RELATED SERVICE EXPERIENCE
Acorn currently provides Managed IT Services for agencies similar to the City of Rosemead. At the Cities of South
Pasadena, Monrovia, La Quinta, and Covina, Acorn provides a full-time on-site IT Specialist. The IT Specialist addresses
problems that require hands-on support, training users on software, deploying new equipment, participating in meetings
and assisting with IT related projects. Working in tandem with the IT Specialist is Acorn’s remote Helpdesk – when the IT
Specialist is busy on another call or ticket, rather than a queue building up, users at these cities calling for IT support will
be forwarded to the Helpdesk where their call is picked up by a live humanbeing who can properly direct their call to an
appropriate technician or customer service representative. In this way, ticket resolution time is reduced, users are back
to work more quickly, and issues that require escalation to higher tier technicians is done smoothly. Because of this
workflow, service delivery is faster and consistent. In addition, Acorn maintains documentation of its clients’ networks
and infrastructure, which helps to reduce the “tribal knowledge” that comes from relying solely on technicians stationed
at the customer site. Acorn’s ability to scale up resources as needed, be it in the event of a large project, or if the primary
IT Specialist is sick or on vacation, ensures a steady level of support that can fluctuate with the client’s needs.
In addition to providing on-site staff for the previously mentioned cities, Acorn follows best practices and recommended
guidelines are implemented for but not limited to the following:
Managed Desktop Services
Monitoring services and service levels
Performance reporting
Maintaining operational knowledge bases
Performance tuning and monitoring
Perform routine maintenance tasks
Manage updates, patches/ hotfixes, antivirus/anti-malware definitions
Change Requests
Configuration Management
Hardware/Software Asset Management
Maintain applicable audit procedures
Record completion of works
Quality Tracking
Testing
Training
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 13 OF 21
Help Desk
Maintain a single point of contact (SPOC)
Maintain appropriate procedures to receive and respond to client calls
Maintain data for the purpose to track, manage and report incidents and requests for service
Provide the appropriate expert level of assistance
Manage call escalation and resolution
Manage the root cause analysis (RCA)
Maintain an escalation contact list
Maintain proper security procedures when responding to client calls
Security
Implement the applicable procedures to provide the appropriate level of protective and compliancy measures to
assets, data and information-handling systems to ensure that the Confidentiality, Integrity and Availability (CIA
Triad) of the system is not compromised
This is applied, but not limited to:
o Password policies and procedures
o Authentication
o Authorization/Access controls (ACL)
o Security incident reporting and management
o Software and firmware updates
The City of South Pasadena has one full-time on-site IT Specialist to support approximately 200 computers that took the
place of two IT staff: one higher tier and one lower tier technician. Acorn has been contracted to work with the City of
South Pasadena for more than five years, and the contract is valued at approximately $1,000,000
The City of Monrovia has one full-time on-site IT Specialist to support over 300 computers that took the place of one
higher teir technician and two lower tier technicians. Acorn has been contracted to work with the City of Monrovia for
more than three years, and the contract is valued at approximately $1,250,000.
The City of Covina has one full-time on-site IT Specialist that works in tandem with an IT Manager employed by the City to
support over 200 computers, where there used to be three technicians. Acorn has been contracted to work with the City
of Covina for three years, and the contract is valued at approximately $650,000.
The City of La Quinta has two full-time on-site IT Specialists to support approximately 200 computers that took the place
of two IT staff: one higher tier and one lower tier technician. Acorn has been contracted to work with the City of La Quinta
for three years, and the contract is valued at approximately $750,000
PROJECT OPERATING PROCEDURES
The following are Acorn’s operating procedures broken out across the various services provided as part of the proposed
management services agreement:
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 14 OF 21
Staffing
In conjunction with the technical staff located at Acorn’s headquarters, Acorn will provide one Acorn employee to work
at the City of Rosemead delivering service to all City locations. These staff members will maintain an IT work program that
establishes priorities and balances the needs of all City Departments.
Ticket Generation & Tracking
Acorn Technology utilizes Autotask as its primary Helpdesk ticket management system. It consists of queues for Helpdesk,
lab, and site where tickets are created and queued from the following sources:
Incoming support call
Email sent to Helpdesk@acorntechservices.com
Monitoring (Internal monitoring system)
Autotask Endpoint Management monitoring (RMM software)
Internal request
All generated tickets are initially maintained and tracked in the Helpdesk queue. The Helpdesk Manager’s responsibility is
to monitor the queue and assign resources as necessary to ensure work is handled accurately and timely. Additionally,
technicians are instructed to go into the queue as they complete tickets to work on the next ticket within the queue.
Call Handling
An incoming support call is answered and logged into Acorn’s comprehensive ticketing system, by one of the onsite
technicians. The technician will then work to resolve the caller’s issue. If the City desires, Acorn can implement a policy
whereby if the onsite technician is unavailable, the call can be routed to Acorn’s 24/7/365 Helpdesk where an experienced
technician can remotely address the user’s needs.
Lab Process & Repair
When a PC or Server is brought into the on-site lab, before any work or diagnosis is performed, machine(s) is fully backed
up. Once the backup image is confirmed, the ticket is reviewed and diagnostics/work is performed. If a hardware failure
is diagnosed, the technician will determine if the equipment is under warranty. If the equipment is under warranty, the
technician will contact the supporting vendor to arrange repair. If the equipment is not under warranty, the technician
will contact the CSR to determine the next course of action. This may include researching and finding a replacement piece
of equipment or pulling a spare from on-site inventory. Once work is complete, the ticket is updated with the work
performed then audited by a different technician. When configuring new equipment for deployment, a ticket and install
sheet are created. The install sheet contains a list of configurations and/or software requirements for the device. A
technician checks off the items on the sheet as they are completed. When finished, notes are entered into the ticket and
the sheet is audited by another technician.
Ticket Resolution
Helpdesk technicians are required to monitor the Helpdesk queue for all non-call generated tickets. Our goal is to minimize
down time and restore service operation as soon as possible. Tickets are handled in FIFO order, by priority with high
priority tickets handled first. The Director of Operations may increase priorities of tickets based on severity and user
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 15 OF 21
impact or to ensure SLAs are being met. Once a technician is working on an issue (call generated or not), they are required
to follow the escalation procedure outlined below. Once the issue is resolved (and the user is satisfied), time, work
performed and notes are entered into the ticket, and the ticket is closed.
General Monitoring/Maintenance Plan
For all current City of Rosemead inventory and any subsequent computers added to the System, Acorn will create and
maintain the following systems, and perform the following activities per the following schedule:
1. Apply Windows Update Patches
Customer may use some software that may be negatively affected by Windows™ updates. Acorn shall evaluate the
updates and if performance is acceptable, shall roll out patches across computers and servers. Roll out should occur within
two weeks of the release of an update. Acorn will use its WSUS server or if the City prefers, use the City’s WSUS server to
manage and monitor the successful deployment of updates.
2. Maintain Antivirus Definitions and Scan
Acorn shall create and maintain a suitable anti-virus strategy, which will include installation and updates of new antivirus
definitions and a weekly scan of the entire hard drive. Cost of software, if any, is additional and shall be borne by
Customer. Antivirus software shall monitor all servers, client machines, and e-mail. Acorn will use the server side interface
of the customer’s antivirus software along with Continuum to manage and monitor the successful deployment of antivirus
definitions and system scans.
3. Maintain Antispyware Definitions and Scan
Acorn shall create and maintain a suitable antispyware strategy, which will include installation and updates of new
antispyware definitions and a periodic scan of the entire hard drive. Cost of software, if any, is additional and shall be
borne by Customer. Antispyware software shall monitor all servers and computers. Acorn will use the server side interface
of the customer’s antispyware software to manage and monitor the successful deployment of updates antivirus definitions
and system scans.
4. Maintain SPAM control
Acorn shall create and maintain a strategy for controlling unsolicited commercial e-mail (SPAM). SPAM control must
extend to both local and remote users, and must allow for rescuing messages incorrectly categorized as SPAM. Acorn will
use its Barracuda Spam filtering appliances to manage and monitor spam filtering for the customer.
5. Data Back Up for Disaster Recovery Strategy
Acorn utilizes StorageCraft ShadowProtect for server backups to reduce costs of the existing Barracuda service. Acorn
would be responsible for creating and deploying a comprehensive data back-up strategy with the following attributes:
a. Comprehensive: Back up strategy includes all data from all servers for applications that have adequate back up
functionality. Back up strategy will be designed to retain data on a sufficient basis to protect against a catastrophic
system-wide failure. Currently, this strategy includes daily back-ups for seven (7) days; weekly back-ups for four (4) weeks;
and monthly back-ups for three (3) months.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 16 OF 21
b. Automated: Back ups occur automatically with no user intervention, and little or no administrative intervention.
c. Off-Site: Back ups may be stored off Customer’s site by direct network backup to a data center.
d. Easily Restored: Back ups are stored so that they are easily and quickly restored.
e. Back Up Schedule:
(1) Copy of all backed up data: As requested by Customer. Cost for process and media is additional and shall be
borne by Customer
(2) Complete data back up, all servers: Weekly
(3) Differential data back up, all servers: Daily (nightly)
f. Document Retention Plan: The Disaster Recovery Strategy is not intended to be a Data Retention Plan
(“DRP”). As requested by Customer, Acorn will develop and provide a DRP for the archival of Customer’s critical data;
however, this service is not included in this proposal and would be part of a separate agreement.
6. Disaster Recovery Solution
Acorn offers a solution for server/desktop backup and redundancy for the customer’s network. Acorn can provide a viable
solution to minimize downtime should any problems arise with the customer's current server configuration. Acorn can
set up redundant servers in the event of a fatal malfunction; the system can be restored without requiring reinstallation.
A combination of DFS and Shadow Protect could be used to manage and monitor this process.
7. Domain Management
Acorn Technology can provide domain management for the City’s domains which would include timely renewals and
appropriate record management to ensure proper delivery of e-mail and website access.
8. Training
Upon initial set up and as required for new users, Acorn will provide basic training on the proper use of the System. As
requested by Customer, Acorn will develop and provide training programs on application usage; however, this service is
not included in this proposal and would be part of a separate agreement.
9. Network Monitoring
Acorn can maintain a 24/7 monitoring system using a combination of proprietary and third party monitoring
software. Customer Service Representatives and Technical Service Representatives are on call 24/7 and utilize the
monitoring system to assure that Customer’s connectivity, latency and usage are within expected and acceptable
tolerances. Upon Customer’s request, Acorn can develop a customized Internal Monitoring System (“IMS”) that will
provide Customer with tools for the management of its LAN. The IMS is not part of this quotation.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 17 OF 21
SECTION 5
QUALIFICATIONS OF ASSIGNED PERSONNEL
It is Acorn Technology’s intent, should it be awarded the contract, to locate key staff in the City’s offices and recruit
additional personnel as needed. Acorn recognizes the need for on-site staff, and as a part of this proposal, plans to assign
one technician to the City of Rosemead based on the City’s needs and vision of their desired support structure.
The Rosemead Project Team will be headed by Matthew Fuller, who will serve as the City’s Account and Project Manager
and the main point of contact handling project management oversight and ensuring that the work Acorn does is in
alignment with the City’s needs and expectations. Any on-site technician(s) assigned to the City during the onboarding
process will report to him and he will be able to augment local staff with additional remote resources based on project
needs. He would be available to meet with department heads and project leaders to discuss and plan projects, assist with
budgeting, developing replacement schedules, and attend regular meetings to discuss ongoing and upcoming projects
with necessary staff and department heads.
Acorn recognizes that some organizations warrant on-site technicians due to the nature of their mission. Acorn plans to
have Matthrew Guildbaud as the on-site technician to support City departments as the primary technical point of contact
for the day-to-day IT support issues that the City needs. The technician would work on City projects with direction from
the project manager, Matthew Fuller. Acorn is flexible and is willing to work with the City to determine the on-site needs.
Acorn will also assign Alfred Gonzales as the Senior Network and Systems Administrator to assist with the onboarding, IT
assessment, recommendations, and IT roadmap.
While the on-site technicians are important to the execution of the scope of work set forth in this proposal, equally
important are the key personnel who will provide the City with 24/7 live Helpdesk support services. Our remote helpdesk,
headed by our Director of Technology, James Walter and our Helpdesk Manager, Daniel Gutierrez, is a dedicated technical
team that has experience on a wide range and scale of Information Technology Service implementations, ranging from
customers with just a couple of users to customers with hundreds of users at over one hundred different locations around
the United States, Canada, and Germany. This team fields trouble tickets when the on-site technicians are otherwise
engaged or during off-hours. A simple call will result in a live person answering the call, getting information about the
issue, and routing the call directly to a technician who can immediately assist the user. They also monitor incoming
helpdesk e-mail requests and the monitoring tools installed at customers’ locations so that a fast and reliable response
can be executed during a technical emergency.
Working in tandem with the helpdesk are the Lab and Site teams, as well as our Purchasing department. The Lab and Site
Team will assist in the configuration and deployment of equipment, as well as assist in large scale projects and providing
remote hands support where necessary. Our Purchasing Manager will assist with the procurement of quotes, working
with the City’s vendors to obtain cooperative agreement pricing, purchasing hardware, software and licensing based on
Acorn technical staff recommendations, as well as maintaining documentation of each client’s inventory with asset
information. Finally, Acorn Technology Services’ CEO, Mickey McGuire, makes himself available to meet with customer
executives for strategic planning efforts or simply to discuss how different technologies can be used as tools to meet
strategic initiatives. Additionally, his experience allows him to assist in contract negotiations with 3rd party vendors to
ensure that the City is getting the types of services they require at competitive rates.
See Appendix A for Acorn’s organization chart and resumes of the staff listed on the Contact Sheet.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 18 OF 21
SECTION 6
PROPOSED INNOVATIONS
In addition to Acorn’s flexible approach to providing a blend of both on-site and remote support solutions, Acorn offers
some unique features to its service model that help reduce costs, reduce downtime, reduce staff time, and increase
efficiencies. While some of these were mentioned earlier in the proposal, here is a list of these innovative approaches.
System Monitoring – Having monitoring tools in place to provide warnings when systems fall outside of certain thresholds,
alerts for predictive failures, and alarms for outages. These systems allow Acorn to be proactive (where possible) to
address issues before they become problems and address problems before they become crises. This helps reduce
downtime, which means less non-productive work for staff, less interruption to City services, and improved public safety.
These efforts result in costs savings to the City. These systems are monitored by both people and automated systems
with redundancy built in to reduce the likelihood that a critical alert is missed due to human or computer error. Some of
the systems Acorn can monitor include, but are not limited to: Internet connectivity, server hardware, SAN hardware,
switch hardware, network traffic, bandwidth use, battery life on UPS systems, security certificates, VPN connections, along
with desktop/laptop hardware. Acorn bears the costs for the monitoring tools, passing the benefits onto its customers.
Documentation: Acorn will develop and maintain complete documentation on all network information such as system
inventory, software licenses, vendors, network diagrams, and system configuration. Acorn documents processes, so the
City will be able to work with any of its technicians for assistance and to ensure no critical information is dependent on
one or two people. This not only allows for improved service to the City, but prevents the City from ever being “held
hostage” by its IT provider. If the City is ever dissatisfied with Acorn, the City has the information necessary to request
competitive bids from 3rd party providers with far more comprehensive information than was provided within this
proposal.
Ticketing system: Acorn will provide the ticketing system that will be used to capture all of the trouble tickets created,
either from phone calls, e-mails, or monitoring alerts. The ticketing system integrates with some of the monitoring
systems allowing automated ticket creation and assignment. Reports can be generated as needed and ticket updates can
be provided on a real-time basis to allow transparency. Ticket information can be made available to City staff as desired.
Procurement Services: Acorn provides or augments the vendor management and procurement services typically handled
by City staff. Acorn leverages its buying power and passes the savings on to its clients. Acorn also works with government
cooperative agreements and specific government vendors to ensure the City gets the best price for its hardware and
software needs. This frees up City staff time, reduces costs, and reduces the likelihood that a non-technical City staff
member ends up procuring the incorrect equipment.
Depth and Breadth of Talent: By utilizing Acorn’s remote support and not solely depending on the on-site individuals,
customers take advantage of the diverse range of talents possessed by Acorn’s technical team. Everything from low
voltage cabling and desktop support to more skilled expertise like strategic planning and disaster recovery solution design
and implementation are available. This reduces the need for additional third party vendors, thereby reducing City costs.
Data Center Services: Acorn owns and operates its own data center along with having co-location space within the world
renowned Switch facility within Las Vegas NV, which allows customers to take advantage of reduced costs for hosting, off-
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 19 OF 21
site disaster recovery solutions, and the utilization of Acorn hosted services such as SPAM filtering and content filtering in
the event the City would like these services.
Cost Reducing Services: Acorn has found that virtualization of servers increases productivity and reduces maintenance
costs, simultaneously increasing resiliency against hardware failure and downtime. Acorn also will investigate if there are
any connectivity options that would allow for VPN connections between remote sites to help reduce costs associated with
MPLS connectivity currently in place. Other potential cost saving benefits such as migrating staff to Microsoft Office 365
will be investigated, and moving the City’s email security to Acorn’s Barracuda SPAM filter can help increase resiliency and
redundancy, and allow the City to capitalize on Acorn’s economies of scale.
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 20 OF 21
SECTION 7
PROPOSAL COSTS SHEET AND RATES
Acorn Technology Services delivers its proactive IT managed solutions and virtual IT department through a flat fee model
or, if specifically requested, on an hourly model based on time and materials. Most clients, however, prefer a flat monthly
fee that encompasses all of Acorn’s services as opposed to the time and material method as it better allows for the
budgeting of predictable expenses. This approach assures customers that our objectives are aligned: “when the customer
has fewer problems, Acorn makes more money;” as opposed to the opposite approach where Acorn makes more money
the more problems the customer has. This ensures the incentive to be proactive and preventative is in place. No matter
what model best suits the City, there will be no “surprise charges” as any additional potential charges and introduction of
something new to the system will require an approval via Change Order, and services will be detailed in the monthly
invoice for easy reference.
Acorn is offering the following pricing and staffing options that are noted below. Through this effort, Acorn is trying to
provide flexibility to the City so the City can make the best decision for its IT needs. That said, with the information
available to Acorn today and subject to new information, Acorn would recommend the customer strongly consider
Option 1, having a full-time on-site IT Specialist combined with the 24/7 remote helpdesk support. With the combination
of an on-site technician and the remote helpdesk, Acorn can effectively support all of the City’s IT needs on a 24/7 basis,
take ownership of user- generated trouble tickets as they arise, as well as coordinate more effectively with City staff and
outside vendors to implement new technologies and see projects through to completion.
Option 2, having a half-time on-site IT Specialist combined with the 24/7 remote helpdesk support.
Option 3 provides the City with the 24/7 remote helpdesk support and on-site on an as needed basis. Additionally, on-
site support can be provided for projects and other one-time events at an hourly or flat fee depending on the project
scope and preference of the City.
MONTHLY RECURRING CHARGES (MRC):
The Monthly Recurring Charges will consist of two components: On-site support and remote helpdesk support.
Option 1: As requested within the RFP, one full-time on-site IT Specialist provided for ~40 hours per week, plus Acorn’s
24/7 remote helpdesk support. Always get a live person 24/7/365.
Option 2: One half-time on-site IT Specialist provided for ~20 hours per week, plus Acorn’s 24/7 remote helpdesk support.
Always get a live person 24/7/365.
Option 3: Acorn’s 24/7 remote helpdesk support with on-site support as needed.
Monthly Recurring Charges (MRC)
Option 1 Option 2 Option 3
Full-Time On-Site IT Specialist and
24/7 Remote Helpdesk Support
Half-Time On-Site IT Specialist and
24/7 Remote Helpdesk Support
24/7 Remote Helpdesk Support
with on-site only as needed
1
Year
$12,050 $9,900 $7,475
2
Year
$11,450 $9,405 $7,101
3
Year
$10,845 $8,910 $6,725
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES | PAGE 21 OF 21
The estimated MRC options were based on the assumptions as listed below concerning the systems and infrastructure at
the City. With more accurate information and/or should there be an opportunity for consolidation, Acorn will adjust the
MRC accordingly.
Quantity Devices
~100 Users
90 Desktop Computers
Laptop Computers
14 Servers (Physical and Virtual)
9 LAN Infrastructure
3 Routers
26 Wireless Access Points
13 Switches
TBD Virtual Private Network (VPN)
29 Networked Copiers/Printers
~100 Shoretel Phones
51 Mobile Devices
Additional devices can be added to the support agreement at the following rates:
1. MRC per Computer: $ 50.00
2. MRC per Server: $ 150.00
3. MRC per Network: $ 150.00
4. MRC per VPN: $ 25.00
5. MRC per Phone: $ 4.00
NON-RECURRING CHARGES (NRC):
Initial Assessment/Documentation: Based on the information provided within the proposal, the initial one-time
assessment described within the Service Proposal in Section 4, where Acorn will provide a team of people to perform the
initial assessment, documentation, and recommendations.
Acorn will charge $90/hour. The amount of time necessary will depend upon how much information is already available
and documented by the existing IT team.
Additional projects outside the scope of the proposal: The following are flat rate charges for other services if not
performed by an on-site technician.
1. Deployment of New Computers: $ 300.00
2. Deployment of New Servers: $ 2,500.00
3. Installation of New VPN: $ 75.00
The following are hourly rate charges for other services if not performed by an on-site technician that are not covered in
the flat rate services noted above.
1. Tier 1 Technician (TSR1) $ 90.00/hour
2. Tier 2 Technician (TSR2) $ 110.00/hour
3. Tier 3 Technician (TSR3) $ 125.00/hour
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES
Appendix A
Organization Chart and Project Staff Resumes
Mickey Mcguire
CEO
Rosemead Project Team
Matthew Fuller
Account/Project Manager
Matt Guilbaud
IT Specialist
Remote Team
James Walter
Director of Service Operations
Daniel Gutierrez
Helpdesk Manager
Alejandro Lazo
TSR1
Andrew Banks
TSR1
Brian Siemens
TSR1
Bryan Cochran
TSR1
TSR2
Alfred Gonzales
TSR2
David McKissic
TSR2
Edgar Ramos
TSR2
Mike Robbins
TSR2
Nate Wilson
TSR2 In Training
TSR3
Daniel Balkoski
TSR3
Lyle Jones
TSR3
Patrick Knox
Lab/Site Manager
Lab/Site Staff
Rachel Hemond
Purchasing Manager
Jesse Castillo
TSR1
Joel Noriega
TSR1
Kyle Black
TSR1
Michael Castillo
TSR1
Proposed City of Rosemead Operational Team
Ryan Wambolt
Sernior Project Manager
Alfred Gonzales
Network and Systems
Administrator
Alfred Gonzales
Technical Service Representative (TSR2)
agonzales@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education
UCR, B.A. Media & Cultural Studies 2010
Experience
Technical Service Representative May 2008 – Current
Acorn Technology Services | 1960 Chicago Avenue, Suite E9, Riverside, CA 92507
Web Developer/I.T. Support, I.T. 2005 – 2008
Responsibilities
Alfred has over 12 years of I.T. experience and is responsible for ensuring the proper functioning of
user workstations, software and peripherals. Duties include installing, testing and updating computer
equipment (computers, servers, peripherals, programs and software); ensure maintenance,
administration and security of hardware; diagnose and treat incidents; write procedures and various
technical documents; provide user support for the training on customer equipment and software.
Skills
Alfred has expertise in the following:
• Microsoft Server 2003, 2008, 2012
• Microsoft Exchange
• Virtualization Technologies- VM Ware Hyper V
• HTML, CSS, PHP
• Operating systems (Windows, MAC, Unix, Linux)
• Relational databases and SQL programming
• Web-based architectures
Matthew Fuller
Account / Project Manager
mfuller@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education
M.B.A. Business Administration - California Baptist University, 2015-2016
B.S. Business Management - California Baptist University, 2013-2015
A.A. Technical Theatre - Crafton Hills College, 2009-2012
Experience
Account Manager/Project Manager, 2017-2019
Acorn Technology Services | Riverside, CA 92507
Social Media Marketing Manager, 2015-2016
Preferred Hospitality Inc. | Riverside, CA 92504
IT Helpdesk and Telecommunications Technician, 2014-2016
California Baptist University |Riverside, CA 92504
Responsibilities
As a Customer Service Representative and Project Manager for Acorn Technology Services, Matthew
has over 10+ years of technical and computer related experience. He is responsible for maintaining
positive, working relationships with his customers by working with internal Acorn personal and
Customer leadership to ensure that quality service and project expectations are being met. Matthew
serves as the connection point between the customer and technician to ensure that technical issues
are being resolved timely for the end-users.
Skills
Matthew has expertise in the following:
• Project Management
• Technical Background in IT Helpdesk
• Telecommunications Technician
• Has an affinity for Documentation and Organization
• Customer Service and Account Management
Mickey McGuire
Chief Executive Officer
mmcguire@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education
MBA, Gary Anderson Graduate School of Management (AGSM); June 1999
Bachelor of Science in Business Administration, University of California, Riverside December 1997
Experience
Chief Executive Officer, October 2015 – Current
VP of Sales & Customer Service, March 2005 – September 2015
Acorn Technology Services | 1960 Chicago Avenue, Suite E9, Riverside, CA 92507
VP Operations, GamePlex Entertainment, 2001-2005
Responsibilities
As CEO & CFO for Acorn Technology Services, Mickey is responsible for day to day operations,
personnel management, and providing strategic leadership for the company. Mickey directs and
evaluates the organization's operational function and fiscal performance. Mickey also maintains
close ties and relationships with the leaders and decision makers for key customer accounts.
As the VP of Sales and Customer Service for Acorn Technology Services, Mickey has identified and
developed the market opportunity for Acorn to provide Managed Information Technology Services to
small and mid-sized organizations in So. California expanding business in 19 states, Canada and Germany;
Accountable for providing customer service management for systems and IT services for over 65 public
and private client institutions; Management of strategic and tactical technical activities to ensure client
satisfaction, delivery, contract compliance, and resource management; Managing organizational growth:
sales, profitability, employees, vendors, and new products and services; Development of technology
visions to align IT strategy with customers' business goals.
Skills
Mickey has expertise in the following:
Management
Business Planning
Customer Service
Leadership
Problem Solving
Market Strategy
Alignment of IT Strategy with Organization Objectives
James Walter
Director of Service Operations
jwalter@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education/Certifications
DeVry University, Network Management 2015
Experience
Director of Service Operations, June 2018 – Current
I.T. Manager, December 2015 – June 2018
Technical Service Representative, June 2011 – December 2015
Acorn Technology Services | 1960 Chicago Avenue, Suite E9, Riverside, CA 92507
I.T. Consultant, Independent, 2008-Current
Responsibilities
As the Director of Service Operations for Acorn Technology Services, James has over 10 years of
Information Technology related experience and is responsible for the design and implementation of
multiple high-complexity projects for various cities in the San Gabriel Valley; manages the Acorn
Helpdesk as well as establishing internal policy; interfaces with vendors to ensure delivery of
promised services; focusing efforts on standardization of customer documentation, systems and
network analysis, all while implementing best practices while delivering high levels of customer
service.
Skills
James has expertise in the following:
Exceptional Customer Service Skills
Server Management
Virtualization Technologies
Operating Systems (Windows, Unix, Linux)
Microsoft Exchange
IT Best Practices.
Daniel Gutierrez
Helpdesk Manager
dgutierrez@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education
A.S. Network System Administration, ITT Technical Institute, 2014
Experience
Helpdesk Manager May 2018 – Current
Technical Service Representative in Training June 2014 – July 2018
Acorn Technology Corporation | 1960 Chicago Avenue, Suite E9, Riverside, CA 92507
Responsibilities
As Helpdesk Manager for Acorn Technology Corporation, Daniel has more than 5 years of IT related
experience. He manages all of Acorn’s Tier 1 and Tier 2 technicians, coordinates with the Lab & Site
Manager for customer runs, trains and assists technicians, and contributes to technical problem
solving. He interfaces with Acorn’s Customer Service Representatives to meet customer goals and
address customer issues, as well as coordinating afterhours On-Call staff and scheduling maintenance
activities.
Skills
Daniel has expertise in the following:
Maintains a positive rapport with customers
Team leader & mentor
Skilled in installation, setup, migration, testing and repair of most IT related systems
Provides strategic and operational direction
Expert in computer hardware/software repair
Patrick Knox
Lab & Site Manager
pknox@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education
A+ Certification, 2011
MCP Microsoft Certified Professional, 2012
Network + Certification, 2013
MCSA Certification, 2013
Experience
Lab and Site Manager, January 2015 – Current
Technical Service Representative in Training, September 2013 – January 2015
Acorn Technology Corporation | 1960 Chicago Avenue, Suite E9, Riverside, CA 92507
Graphic Artist, Media Industry, 2002-2013
Electronic Technician, Gaming Industry, 1989-2002
Responsibilities
As the Lab & Site Manager for Acorn Technology Corporation, Patrick has over 25 years of computer
related experience and is responsible for coordinating site visits to client locations, troubleshooting
and repair of machines, configuring systems, directing and managing lab technicians, monitoring lab
and site work, coordination with all areas of the organization (Customer Service, Technical Support
and Administration) to meet customer and internal deadlines for lab and site specific responsibilities.
Skills
Patrick has expertise in the following:
Maintains positive rapport with customers and internal staff
Documents service and installation actions by completing forms, reports, logs, and records
Accomplishes operations and organization mission by delivering desired results
Rachel Hemond
VP - Administration
rhemond@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education
Albertson College of Idaho, B.A. Arts & Psychology 2001
RCC, Certificate in Human Services, S.B.A
Employment Support Specialization Certificate
Research Experience for Undergraduates: Cognitive Psychology Certificate
Access Introduction and Practical Application Certificate
Experience
VP – Administration, October 2015 – present
Purchasing & Inventory Manage,r March 2007 – October 2015
Acorn Technology Corporation | 1960 Chicago Avenue, Suite E9, Riverside, CA 92507
Customer Service Representative/EQUINE Specialist, Retail, 2002-2007
Responsibilities
As VP of Administration for Acorn Technology Corporation, Rachel utilizes over 13 years of experience
in inventory management and is responsible for supporting company operations by maintaining office
systems and supervising staff. Rachel’s duties include planning, organizing and supervising the
comprehensive purchasing functions for Acorn in compliance with mandated requirements;
overseeing daily activities including major purchases associated with opening and expanding
customer sites; responding to a range of inquiries regarding processes or purchase status; negotiating
terms and conditions with vendors and/or service providers; and achieving department objectives
and goals within budget. As VP of Administration, Rachel is responsible for ensuring that the
organization has the right amount of stock to meet our customer’s needs; directing the flow of goods
into, through and out of the organization’s storage facilities; and prepares and ensures the accuracy
of documentation relating to inventory.
Skills
Rachel has expertise in the following:
Supply Management
Inventory Control
Maintenance of purchase information, files and records
Tracking Budget Expenses
Manage Process
Matthew Guilbaud
IT Specialist
mguilbaud@acorntechservices.com
1960 Chicago Avenue, Suite E9
Riverside, CA 92507
951-784-3500
Education
CCENT Certification, 2016
A+ Certification, 2017
IT Program, Southern California Institute of Technology, 2018
Experience
Technical Service Representative, October 2018 - Current
Acorn Technology Corporation | 1960 Chicago Avenue, Suite E9, Riverside, CA 92507
Operations/Project Manager, 2007-2018
Responsibilities
Matthew has over 10 years of I.T. experience and is responsible for ensuring the proper functioning
of user workstations, software and peripherals. Duties include installing, testing and updating
computer equipment (computers, peripherals, programs and software); ensure maintenance,
administration and security of hardware; diagnose and treat incidents; write procedures and various
technical documents; provide user support for the training on customer equipment and software.
Skills
Matthew has expertise in the following:
Maintains positive rapport with customers and internal staff
Adept in working in high-paced, customer oriented environments
Proven history troubleshooting hardware
CITY OF ROSEMEAD PROPOSAL – INFORMATION TECHNOLOGY MANAGEMENT SERVICES
Appendix B
References and Letters of Recommendation
Additional references available upon request.
REFERENCES
MUNICIPALITY REFERENCES
CITY OF MONROVIA
Contact: Brittany Mello, Assistant to the City Manager (626) 932-5571
CITY OF HUNTINGTON BEACH
Contact: Oliver Chi, City Manager (310) 663-9837
CITY OF LA QUINTA
Contact: Gilbert Villalpando, Assistant to City Manager (760) 777-7094
MONROVIA POLICE DEPARTMENT
Contact: Alan Sanvictores, Police Chief (626) 256-8056
CITY OF COVINA
Contact: Angel Carrillo, Assistant to the City Manager (626) 384-5415
CITY OF SOUTH PASADENA
Contact: Lucy Demirjian, Assistant to the City Manager (626) 403-7231
NON-MUNICIPALITY REFERENCES
ANNENBERG FOUNDATION TRUST AT SUNNYLANDS
Contact: John Finkler, Operations Manager (760) 202-2275
SMARTSTOP ASSET MANAGEMENT
Contact: Bryan Bowers, IT Director (949) 429-4454
RUBIDOUX COMMUNITY SERVICES DISTRICT
Contact: Brian Jennings, Manager Budgeting & Accounting (951) 684-7580
BAKER'S BURGERS, INC
Contact: Danielle Mitchell, Director of Operations (909) 906-3703
LADERA SPORTS CENTER
Contact: Bryan Bowers, IT Director (949) 429-4454
RIVERSIDE COMMUNITY COLLEGE DISTRICT
Contact: Julio Cuz, Manager Technology Support Services (951) 571-6380
415 South Ivy Avenue ▪ Monrovia, CA 91016-2888
Office: (626) 932-5501 ▪ Facsimile: (626) 932-5520 ▪ http://www.cityofmonrovia.org
February 19, 2019
Laurie Murray
City Manager
City of La Palma
7822 Walker Street
La Palma, CA 90623
LETTER OF RECOMMENDATION FOR ACORN TECHNOLOGY SERVICES
Dear Ms. Murray,
As the City Manager for the City of Monrovia, I am often asked to write letters of recommendation for a variety
of reasons. Every once in a while, however, I will come across a firm for whom writing a recommendation letter
is a true privilege, and that is certainly the case with Acorn Technology Services.
Nearly three years ago, the City of Monrovia engaged a comprehensive process aimed at finding an IT partner
to help us transition our overall information systems service delivery model. After considerable deliberation, we
selected Acorn Technology Services as our vendor, and in a very short period of time, their firm has
demonstrated themselves to be so much more than just one of our contractors. In fact, Acorn Technology
Services has proven themselves to be one of our most vital business partners, and words fail to adequately
describe how pleased we are to have the chance to work with their team on the delivery of all of our IT needs.
I understand that the City of La Palma is currently working through a Request for Proposal process to identify
an IT service provider for your organization, and I just wanted to share with you that here in Monrovia, we have
found Acorn Technology Services to be simply premier in all that they do. From their management team, to
their service delivery approach, to their operational culture, to their negotiation style – we simply could not be
happier with our selection of Acorn Technology Services. They are an experienced firm who has demonstrated
to us that they are not only experts in building and maintaining information services technology, but that they
also place tremendous value on creating lasting partnerships with the communities in which they work.
Having personally worked closely with Acorn Technology Services, I can say with complete confidence that
their team is one of the most talented that I have had the privilege of interfacing with. Given the chance, I know
that Acorn Technology Services will impress La Palma as they have Monrovia, and I would urge you to give
their application your strongest consideration.
Of course, please feel free to contact me if I can provide any additional information. I can be reached at (310)
663-9837, or via email at ochi@ci.monrovia.ca.us.
Best regards,
Oliver Chi
City Manager
Attachment C
Proposal from Lan Wan Enterprise
INFORMATION TECHNOLOGY SERVICE PROPOSAL
Presented to:
City of Rosemead
Daisy Guerrero, Management Analyst
8838 E. Valley Boulevard
Rosemead, California 91770
Presented By:
LAN WAN Enterprise IT Solutions, Inc.
Rami Dababneh, IT Director
17500 Red Hill Ave. Suite 120
Irvine, CA 92614-5680, USA
www.lanwane.com
Note: This is an acknowledgement of receipt of Addendum No. 1 received by Email on Tue 9/24/2019 8:49 AM
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
844-LAN-WAN-E
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Table of Contents
1.Cover Letter ......................................................................................................................................... 3
2.Company Profile ................................................................................................................................ 4
A. Location of the Firm ................................................................................................................. 4
B. Mission & Vision ........................................................................................................................ 4
C. Account Manager POC ............................................................................................................... 6
D. Management Staff & Org Chart ................................................................................................ 7
3.Proposal Overview ............................................................................................................................. 9
A. Our Engagement with the City .................................................................................................. 9
B. Service Offerings ..................................................................................................................... 12
C. IT Staff Model- similar cities .................................................................................................. 19
D. References ................................................................................................................................. 20
E. Cost ............................................................................................................................................. 23
4. Exhibits ............................................................................................................................................ 25
Exhibit-A Management Resumes ................................................................................................ 25
Exhibit-B Partnerships .................................................................................................................. 38
LAN WAN ENTERPRISE IT SOLUTIONS
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1.Cover Letter
LAN WAN Enterprise IT Solutions offers Local Municipalities a full range of IT solutions and support so
you can focus on supporting the City and constituents while we focus on the IT elements needed for you
to succeed. We have been servicing Local Municipalities for over 13 years, so you are not working with an
IT Company that has just an IT Experience , you are partnering with an IT Consultant firm that feels and
work as part of your staff, knows the challenges facing our local municipalities (LA County in specific), and
know how to work thru those challenges, by providing a guidance in technology and Budget Planning to
face all the growing pains and guiding employees through changes , all while meeting citizens’ expectations.
Ingram Micro Inc. is the world’s largest wholesale technology distributor and a global leader in IT has
awarded LAN WAN Enterprise IT Solutions a distinction award called “The Ingram Micro SMB 500”,
which tracks and studies the performance of the top 500 U.S. solution providers in the Ingram Micro
network servicing small and midsized businesses.
At LAN WAN Enterprise IT Solutions (LWE) we understand that all businesses, be public, private or
academic have unique and distinct requirements and challenges, these requirements and infrastructure, each
require hands on approach to maintain a grade A Level Information Technology (IT) infrastructure.
LWE is second to none when it comes to maintaining and improving any IT network, we also believe that
the level of understanding of any current network and its pain points will pave the road to a better network
improvement and higher user productivity, and we master this approach. Our expert team of Project
Managers, Network Engineers and forensic specialist’s emphasis the need to protect and secure systems
with 99.9% Service Level Agreement (SLA) up Time, our team is also very knowledgeable in integration of
IT Systems, Voice-Over-IP Phone systems and more importantly the design, implementation and security
of the networks over multiple locations.
What distinguish us from other competitors is that we have been there and done it many times. Many local
governments across southern California and nationwide face a multitude of challenges, including tight
budgets and a heightened demand for services. These challenges often increase the need for exploring
solutions that are efficient and can provide affordable and sustainable solutions, that’s when you could rely
on us.
Serving several cities in the past, and currently the City of Adelanto, City of Bell Gardens (13 years) and
City of Huntington Park (5 years) and both of their police departments, by staffing the accounts on a full-
time basis, showed a proven record of technological growth, the results of which are, increased uptime and
predictability and a more stable, reliable, efficient and secure network/system, this will be no different for
City of Rosemead.
Rami Dababneh
Executive VP
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
844-LAN-WAN-E
4
2.A Firm Profile
Location of the firm
Centrally located off the 405 and the 55 freeways, located in the heart of Southern California, LAN WAN
Enterprise IT Solutions headquarter located in:
17500 Red Hill Ave. Suite 120
Irvine, CA 92614-5680, USA
2.B Mission & Vision
OUR MISSION
We pledge to conduct ourselves in a professional manner by relying on the highest moral standards
and integrity. We endeavor to continue adding value to each client we serve with a progressive
approach of staying ahead of the curve in information technology advancements.
We pledge to use our experience and abilities to enrich the growth of each client we communicate
with. Our mission is achieved by using experience, skills, and technical abilities to enhance the
efficiency, security, and infrastructure of all businesses we meet.
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We use a proactive approach of educating our potential and existing
clients in order for them to make an informed decision that will fit their business needs.
If a client chooses us as their IT consultant, we provide the highest and most responsive quality IT
engineers which intern translates to a successful, long-term relationship, and become a company
they can thoroughly rely on.
For our Lan Wan employees, we aim to empower and enhance their lives so they can intern
enhance the lives of others and give back to our community which has been so giving to us.
COMPANY VISION
LAN WAN Enterprise is committed to growing globally while providing unparalleled services to its
clients in the Information Technology industry.
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
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2.C Account Manager
Rami Dababneh, MBA, PMP, Senior IT Manager
RAMI DABABNEH is the Executive VP & Senior Project Manager for LAN WAN ENTERPRISE. In
this role, RAMI DABABNEH leads a team of all aspects of Project Management including initiating,
Planning, Executing, Monitoring & Controlling and Closing of several projects at LAN WAN Enterprise.
RAMI DABABNEH is a qualified Project Management Professional and holds BA of Computer
engineering, Master of Business Administration and a PMP certification from Project Management
Institute degree, in addition to over 30 IT certificates from Microsoft, Citrix, HP, VOIP …. etc.
RAMI DABABNEH is no stranger to the IT World, having spent 11 years in several positions as a
Network Systems Engineer, Project Manager and a Director of sales. Designing, overseeing and managing
several projects including complex projects with several VPN Site to Sites.
RAMI DABABNEH helps is a great asset to work as a facilitator and connect the bridge between the
Planning phase and the execution, control and monitor phase, and assure a proper delivery on schedule and
budget. He will be the main point of contact for the City of Rosemead
To contact RAMI DABABNEH please email ramid@lanwane.com , Cell# 714-393-2264 or go to
www.lanwane.com
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2.D Management Staff & Organizational Chart
One of our core values is "Be customer obsessed\Centric " Everyone knows the value by heart, and we
can use it as a reference point every day at work. If we're deciding on a feature to launch or whether to
pursue a partnership, we can ask "Does this help our customers?" If the answer is no, we generally stay
away from it. That guiding question has helped us build a customer-centric-culture on our management and
customer service teams.
We also have a policy in our company that multiple technical resources should be expert with the City’s
account and staff , although we assign a full time Network Administrator to handle the day to day
operation , we always have 2-3 Technicians\Engineers that could take over for any planned or unforeseen
reason ( Sick , PTO, emergencies …..etc)
Below is the Management team that will work for the City of Rosemead to make sure you have the best
experience.
@Jesse Rich is our service manager and Network expert and will be working with the onsite Network
Admins to make sure we meet the client’s expectations.
@Nick Oweis is our Ethical Hacker and security expert, he handles all our accounts and make sure the
network is secured from outside\in to prevent any hacking or any security threats.
LAN WAN ENTERPRISE IT SOLUTIONS
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3.A Engagement with the City of Rosemead
Based on the CITY OF ROSEMEAD – SCOPE OF SERVICES described in the RFP Attachment” C”
LAN WAN Enterprise will utilize the following:
1. Onsite Technical Support (one Network administrator 40 hours\week)
2. Account \ Project Manager and Point of Contact
3. Unlimited onsite\remote Support - Senior Engineers Team, to support the onsite Network
Administrator as needed.
4. 24X7 Network Operation Support Center - Remote Support
5. Quarterly IT Need Assessment
6. Annual Budget Planning Assessment and Budget report
The Above service will be provided for the City and all users at 8838 E. Valley Boulevard Rosemead,
California 91770, in addition to all 13 remote sites.
Action Plan: first 30 Days
Before we perform our day to day onsite support, our team does what we always do with any new account,
especially the size of City of Rosemead network. Take a Look at our first 30 days action plan and phases.
Phase#1: Documentation
Here's a 10-step network Assessment \ documentation checklist we will implement once we start the
engagement with the City of Rosemead. Our team will not depend on any existing documentation offered
by the City\ IT Vendors , we always assume something has changed after document was produced, we
always produce our own to ensure quality of findings and documentations , which will allow us to better
serve the City and identify issues from the roots .
Step 1: Create a City’s network documentation policy
A network documentation policy should detail what aspects of the City’s network need to be documented,
especially each server. A documentation policy also communicates to each administrator exactly what is
expected of them regarding the documentation process.
Step 2: Create a City’s network topology diagram
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Map of the network's topology to include each network segment City may
have, the routers connecting the various segments, and the servers, gateways and other major pieces of
networking hardware that are connected to each segment.
Step 3: Document server names, roles and IP addresses
While the information included in a network topology diagram is not necessarily specific, there is certain
information that we will include for each server, even if that information has to be placed in an appendix.
For each server, list the server's name, its IP address and the role the server performs (domain name
system, Dynamic Host Configuration Protocol, mail server, etc.).
Step 4: Create a change log for each server
When a server fails, the failure can often be traced to a recent change. As a part of the network
documentation, we create a logbook for each server for documenting changes such as patch and
application installations and modified security settings.
Step 5: Document software versions and proof of licenses
Document the applications and their versions running on each server. We might also include a copy of the
software license or a receipt within this documentation just in case the city becomes involved in a software
audit. Documentation helps visualize network topologies, such as this software-defined network.
Step 6: Document hardware components
We believe it's equally important to document switches, routers, gateways and other networking hardware.
The documentation should include information such as the following:
• How is the device connected to the network?
• How is the device configured?
• Does a backup of the configuration exist?
• What firmware revision is the device running?
• Is the device configured to use a password?
Step 7: Document the Active Directory
• The names of the domains in the forest.
• The Active Directory site structure.
• Where the various servers exist within the Active Directory hierarchy.
• The location and contents of each group policy.
• Any external trusts that may exist.
Step 8: Document our backup procedures
Backup is the City’s best defense against a catastrophe, but it will do little good if nobody can figure out
how to use it. A Copy of the documentation will be stored in a secured and safe place in the City’s
property, usually the Tape vault or a fireproof safe.
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Step 9: Label everything
We mean EVERYTHING! We get a label maker and label all servers, computers , laptops , mobile devices
, critical hardware components (gateways, routers, etc.) and the most important cables. This will make it
easy to identify the various pieces of hardware listed in your network document.
Step 10: Re-Evaluate our documentation
The last step in this network documentation checklist is to evaluate our documentation to make sure it's
sufficient and has answers to all questions
Phase#2: Network Assessment
Step 1: Preparing to perform the network assessment
WE have found that proper preparation before the actual network assessment goes a long way in reducing
the time it will take to perform the network assessment. Preparation includes setting customer expectations
like defining scope, length of assessment and so on.
Step 2: Performing the network assessment
There are a variety of tools we can use to perform network assessments. No one tool that does everything
so we will have to use a combination of them.
Step 3: Post-assessment reports and recommendations
At the end of the network assessment, we need to be able to make sense of all the data we have gathered.
More than that, we need to help the City of Rosemead make sense of what we have discovered. For
example, are there obsolete devices that should be replaced immediately? Is there an overloaded server on
the network that has performance issues?
A C-Level PowerPoint will be presented to summarize the findings, SWOT analysis, and solutions.
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3.B Service Offering
Day to Day operation: The services will include the following:
• Provides technical support in the design, planning, and implementation of local area networks (LAN) and
wide area networks (WAN).
• Perform Daily, Weekly and Monthly reviews and health checks which includes:
➢ System Health Checks: Review old, unused files, streamline processes, free up resources, and boost
network overall productivity by identifying warnings and critical errors.
➢ Security health checks: routinely sweep and monitor the City’s systems for harmful internal and
external behavior, vulnerabilities, unpatched software, undefended ports, other signs of security
risks
➢ Hardware reviews: scan all physical equipment – computers, networking, storage, servers and
ensure they are updated and performing as expected, while assisting with forecasting replacement
timeframes and budgeting.
• A well-thought-out IT budget for the City’s fiscal planning and technological strategy.
• IT Support relating to technical issues involving Microsoft’s core business applications and operating
systems
• Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of
personal computers and related systems.
• Installs, configures, and upgrades computer hardware and software(PC Rebuild).
• Provides end-user software troubleshooting and support.
• Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Provides troubleshooting and support.
• Assists in the administration of e-mail systems.
• Provides phone and help-desk support for local and off-site users.
• Responds to and diagnoses problems through using established procedures ensuring all actions taken are
documented in the assigned ticket
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• Ensures a timely process through which problems are controlled. Includes
problem recognition, research, isolation, resolution, and follow-up step
• Provides support to end users on a variety of issues.
• Resolves all tickets assigned and works them via Our Company ticketing system or the City’s system .
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Provides second-tier support to end users for all applications.
• Recommends systems modifications to reduce user problems
• Network Administration: LAN WAN Enterprise will support all network devices such as routers and
Internet access, firewalls, and monitor network performance.
• User Account Administration: LAN WAN Enterprise will manage all user accounts to ensure proper
access to network resources for local users and remote users.
• Desktop Support: LAN WAN Enterprise will support all computer workstations, and laptop. LWE will
troubleshoot hardware and software related problems, and manage system warrantees.
• User Support & Training: LAN WAN Enterprise will respond to user issues, and resolve all technology
related problems. LWE will also train employees as needed to ensure full utilization of the available
technology.
• Virus Protection: LAN WAN Enterprise will monitor virus definitions on a daily basis. The updates will
be pushed out to the users. Regular virus protection updates are required to ensure that the network is
safeguarded against malicious attacks.
• Firewall Maintenance: LAN WAN Enterprise will maintain the integrity of the firewall by conducting
regular audits. LWE will also develop a firewall upgrade path that is cost effective, while providing greater
security.
• System Backup: Assistance\Recommendations with implementing a backup strategy (e.g., installation of
backup Solutions; configuring automated backups; full system backup, Disaster Recovery and Site
Recovery solutions)
• Maintain, Manage and evaluate the Telephone system.
• Maintain, Manage and evaluate the Camera system.
LAN WAN Enterprise IT Solutions was incorporated in 2002, We are a complete technology solution
provider. We are 100% committed to making sure business owners have the most reliable and professional
IT \ Phone services in Southern California. Our team of talented IT professionals can solve your IT
nightmares once and for all.
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Here’s why so many businesses depend on LAN WAN Enterprise IT Solutions for complete IT services
and support:
• Longest proven running networks
• Longest track record of security systems going without failure
• Technicians trained in all fields of IT
• Same day response time guaranteed
• Partner integration with our clients
• Most Creative solutions in the industry
LAN WAN Enterprise IT Solutions provides technical analysis, consulting and
professional/engineering/outsourcing services in:
• Local Area Network security infrastructure, integration and support.
• Wide Area Network security infrastructure, integration and support.
• Help Desk / Support Services Process Re-engineering.
• Network Operation Center 24/7 Support.
• Voice over IP Systems
• Project Management.
LWE provides IT Assessments and technical support and network engineering services that are customized
to support business operations. LWE provides long term network maintenance and support services to
SMB and public agencies.
Lan Wan is currently named as a Defendant in a pending litigation where Lan Wan's customer (a local
municipality) was sued by a former employee. Lan Wan was named as a defendant only because Lan Wan
now performs some of the same computer services that the former employee previously performed. Lan
Wan is represented by counsel, and is firmly and vigorously defending the lawsuit. Any questions can be
answered by Lan Wan's Attorney in the lawsuit. Lan Wan is not presently involved in any other lawsuits,
and has not paid any claim or settlement on any public or other project within the last 5 years.
LAN WAN ENTERPRISE IT SOLUTIONS
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LAN WAN Enterprise IT Solutions offers Local Municipalities a full range of
IT solutions and support so you can focus on supporting the City and constituents while we focus on the
IT elements needed for you to succeed. We have been servicing Local Municipalities for over 14 years, we
have dealt with all IT Challenges that needed to be addressed, so you are not dealing with an IT Company
that has just IT Experience , you are dealing with IT Consultants that feels like part of your staff, that
knows the challenges facing our local municipalities, LA County in specific, and know how to work thru
them, by providing a guidance in technology and Budget Planning to face all the growing pains and guiding
employees through the changes , all while meeting citizens’ expectations.
Understanding how important IT is to your City is one thing. Understanding how to implement it is
another. Our team of certified engineers and administrators have more than 40 years of IT experience,
designing, building and supporting IT systems of all sizes.
The skills gained from supporting these high-growth companies and government agencies have put our
team in a position to deliver IT solutions fueled by the latest technologies—and ones that meet the
demands of your City, no matter how small or big.
Per the RFP , City of Rosemead is using the below software’s, we currently support those software’s with
other government agencies and private sectors and have a high level of experience managing, supporting
and upgrading all the below .
➢ TYLER ( EDEN , MUNIS , NEW WORLD )
➢ GRANICUS ( AGENDA MANAGEMENT , WEBSITE MANAGEMENT , GOV
MEETINGS LIVE)
➢ OFFICE365 ( Hosted Email , Azure , File Storage )
➢ HDL ( HDL Business License , HDL Property taxes )
➢ ADOBE CLOUD ( Adobe Photoshop , Adobe Creative Suite )
➢ AUTOCAD ( Creating Drawing on the cloud )
➢ EGNYTE ( File Storage and File Sharing )
We at LAN WAN Enterprise have been servicing Local Government Cities and police Departments
for over 14 years and by continuing in our work we developed some very specific skills and an aptitude
for supporting local government needs. Such support includes, but is not limited to:
o Government Specific Software’s such as:
• Accounting Software’s like Eden, Springbrook, Sungard …
• Tyler Tech
• New World
• NavLine
• Scada Water management
• HDL Business License
• HDL Property tax
• Laserfiche
• Rectrac
• GIS
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• HDL Property Tax
• HDL Business License
• NavLine
• Laserfiche
• Rectrac
• ARCGIS
• ECopy
• CAD
• JDIC
• FBR
• RMS
• Vision Mobile
• Palantir
• VeriPic
• ALPR
• Smart Justic
• BlueCheck
• AudioLog
• Scene PD
• Vantage Point (GIS System)
• TMS
• ePCD
• CrimeView
• Coplink
• CLETS
• Others
o Microsoft Products
• Office 365
• Active Directory Services
• Hyper-V VMs
• Exchange 2016 and earlier versions.
• Domain Controllers Active Directory 2016 and earlier versions.
• SQL 2016 and earlier.
• Oracle DB
• SFTP Services
• Windows clients
• Windows Servers 2016 and earlier
o Network stability
• Network design
• Security
• Scalability
• SBS/Enterprise development
• Network assessments
• Firewall protection
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• Backup/disaster recovery
• VPN solutions
• Security assessments
• Anti-Virus
• Spyware protection
• Spam Blocking
• Adware Detection and Removal
• Web filtering
• Monitoring and Reporting
• Wireless Security
o Email solutions
• Microsoft Exchange Solutions
• Novel GroupWise solutions.
• Hosted solutions
• Office 365 Email services
o Proactive Monitoring
o Cloud solutions
• BDR Backup Disaster Recovery Services.
• Business Continuity
• Microsoft Office 365
• Microsoft Azure
o Security
• Cisco CCNP Certified technicians
• Barracuda appliances and services
• Symantec Suite Enterprise SEP & SMS.
o VoIP telephone systems
• On-Prem VOIP Solutions
• Hybrid VOIP Solutions.
o Backup, and Disaster Recovery
• Symantec Backup Exec all versions.
• Acronis Backup Advanced
• Cloud Backup
• Business Continuity
o Virtualization
• Hyper-V & VMWare implementation
o Cabling
• Cable run, Micro Testing, Wire Map and certifications
o Wireless Radio P2P Antennas
We also provide many services for all city departments and functions such as finance department
needs, applications for community development, public work’s needs, mobile community events
services, document management for the city clerk offices, city council mobile solutions, city council
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agendas and public meeting solutions, securely connecting several city
buildings together through a secure network, recreation center and youth center IT needs, resource
centers, all manners of telecommunication, and even connecting police departments through mobile
utilities.
Why are we different?
Because we put the Client first. A new survey, commissioned by Udemy, and posted by Harvard
Business Review shows the lack of technical skills employees struggle with everyday due to advanced
technology implementations with lack of training and education.
We have realized throughout over a decade of helping Cities the lack of technical knowledge and skills,
LAN WAN is committed to develop IT training will help employees maximize the investment so new
technologies implemented would benefit users in the most effective way, below are main goals we try
to accomplish:
• Increased efficiencies in the day to day processes and productivity level
• Greater use of technology products results in greater ROI, resulting in financial gain.
• Increased capacity to adopt new technologies and methods
• Reduced employee turnover.
• Increased employee motivation.
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3.C IT Staff Model with Similar Cities
IT Staffing Model with other cities:
➢ City of Bell Gardens City hall plus 7 remote sites, 100 users (13 years of service)
o Full Time staff member Provided by LAN WAN Enterprise for the past 13 years
o Account\Project Manager Provided by LAN WAN Enterprise for the past 13 years
➢ Bell Gardens Police Department, 75 users (10 years of service)
o Full Time staff member Provided by LAN WAN Enterprise for the past 10 years
o Account\Project Manager Provided by LAN WAN Enterprise for the past 10 years
➢ City of Huntington Park City hall plus 6 remote sites, 120 users (5 years of service)
o Full Time Staff Member Provided by LAN WAN Enterprise for the past 5 years
o Account\Project Manager Provided by LAN WAN Enterprise for the past 5 years
➢ Huntington Park Police Department, 85 users (4 years of service)
o Full Time Staff Member Provided by LAN WAN Enterprise for the past 4 years
o Account\Project Manager Provided by LAN WAN Enterprise for the past 4 years
➢ City of Adelanto City hall, 65 users (2 years of service)
o Full Time Staff Member Provided by LAN WAN Enterprise for the past 2 years
o Part Time Staff Member Provided by LAN WAN Enterprise for the past 2 years
o Account\Project Manager Provided by LAN WAN Enterprise for the past 2 years
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3.D References
Reference#1
A. Client name and address.
• City of Bell Gardens- City hall and 7 locations
• 7100 Garfield Ave, Bell Gardens, CA 90201
B. Name, title, and telephone number of a person we may contact
• Nicholas Razo, Senior Analyst\HR Manager
• E: NRazo@bellgardens.org
• Phone: 562-806-7700
C. Brief description of services provided
Took over the network in 2006, Assess the entire network for all 7 locations and rebuilt it, we have
stabilized the network from being down once a week, to an SLA of 99.99% uptime. Improved
productivity, security and speed. Saved the City over $60,000 in one year.
D. Length of time provided these services
• 13 years
Reference#2
A. Client name and address
• Bell Gardens Police Department
• 7100 Garfield Ave, Bell Gardens CA 90201
B. Name, title, and telephone number of a person we may contact
• Scott Fairfield - Chief of Police
• E: BFairfield@bgpd.org
• Tel# 562-806-6700
C. Brief description of services provided
Implemented a security assessment at their site including penetration tests , and evaluated the level
of security. Created an improvement plan and implemented action plan to tighten the security at
the police station. Then we were hired as the main IT Consultants for the station.
D. Length of time provided these services
• 10 years
Reference#3
A. Client name and address.
• City of Huntington Park
• 6550 Miles Ave, Huntington Park CA 90255
B. Name, title, and telephone number of a person we may contact
• Ricardo Reyes – City Manager
• E: RReyes@hpca.gov
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• Phone: (323) 584-6205
C. Brief description of services provided
We were asked to implement a full IT Assessment to verify that existing IT investments are in line
with the City’s Business goals and objectives. After deploying a business case demonstrating new
technology that should be deployed in the City infrastructure, The City hired LAN WAN Ent. We
have tremendously improved the City’s and police department infrastructure, not only we have
saved thousands of dollars for both entities but most importantly, both entities became compliant
with Government standards. We were hired to handle both accounts on a full-time basis.
D. Length of time provided these services
•5 years
Reference #4
A. Client name and address.
• Huntington Park Police Department
• 6550 Miles Ave, Huntington Park CA 90255
B. Name, title, and telephone number of a person we may contact
• Chief Cosme Lozano
• E: CLozano@huntingtonparkpd.org
• Phone: 909-783-9331
C. Length of time provided these services
•4 years
Reference#5
A. Client name and address.
• City of Adelanto
• 11600 Air Expressway Adelanto, CA 92301
B. Name, title, and telephone number of a person we may contact
• Jesse Flores – City Manager
• E: JFlores@ci.adelanto.ca.us
• Phone: (760) 246-2300 ext. 11184
C. Brief description of services provided
We were asked to Help Staff their IT Department as they were shorts-staffed, the department had 2
IT Staff members on leave , and only one network admin supporting the City. We have joined
forces and our team experts implemented an IT Assessment , which resulted and technical and
financial findings , to name one , there was budget overspent of about half million dollars in
addition to other network issues , which we were able to resolve while supporting the account and
all users .
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The City decided to hired LAN WAN Enterprises as we have and still improving the City’s
infrastructure while working with their limited budget. We were hired to handle the account on a
full-time basis.
D. Length of time provided these services
•2 years
LAN WAN ENTERPRISE IT SOLUTIONS
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3.E Cost Proposal
Service Level Agreement
LAN WAN ENTERPRISE INC. will utilize a combination of onsite services, remote monitoring, and
remote support, to fully support City of Rosemead network, while maintaining control over costs.
For each selected service, LAN WAN Enterprise will perform the service in accordance with its problem
prioritization, management and escalation processes. A service ticket in LAN WAN Enterprise will be used
to track and document each service level incident.
City users may request support by phone, Email or our Client portal, the following list of service delivery
procedures by source of their request.
▪ Phone: Used to report only high impact incidents. Incidents reported by phone are addressed
immediately.
▪ Email: Used to report 90% of the incidents
▪ Portal (optional) : users will be able to access the Ticketing portal to submit the ticket and choose
the severity of the incident.
1. Onsite Support, Remote Support and 24x7 Support
LAN WAN ENTERPRISE INC. will provide onsite support for an IT Network Administrator level for a
total 40 hours per week during the City’s hours of Operation: 7 a.m. – 6:00 p.m. Monday through
Thursday, at regularly scheduled days to resolve user issues, and provide hands on network maintenance,
and maintain reliability of the network.
Additional remote support and 24X7 support is also included in the monthly recurring.
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SLA Agreement
Severity Level
Definition
acknowledgment Assignment Initiate
Resolution
1. Critical
High impact
The failure affects the ability to
conduct business and/or ability to
provide services. No feasible
alternative workarounds.
10 mins 15 mins 30 mins
2. Urgent
Potentially high
impact
An incident that affects a department
and has the potential to cause a
significant business impact. Potential
workarounds are not readily available.
15 mins 45 mins 1 hours
3. Routine
Medium\ Low
impact
Incident with low and moderate
impact levels. Typically affects a single
individual or the individual presents an
issue with minimal or no business
impacts.
30 mins 1 hours 2 hours
Monthly Recurring Cost:
Total fixed Monthly cost for first three (3) years, payable monthly, to provide services described below:
- Assigned Account\Project Manager
- Onsite Technical Support (One IT Staff Member – Full Time 40 hours\week)
- Remote Support.
- 24X7 Remote Support
Monthly Recurring Cost $ 16,500
Additional engineering services that are beyond the scope of network maintenance and support will be
provided on a time and material basis, at $140.00 per hour rate. The rates are fixed on the skill set that is
required and beyond support services.
Hourly Rate 140$\hour
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3-A Exhibit-A Management Resume
LAN WAN ENTERPRISE IT SOLUTIONS
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LAN WAN ENTERPRISE IT SOLUTIONS
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LAN WAN ENTERPRISE IT SOLUTIONS
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844-LAN-WAN-E
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LAN WAN ENTERPRISE IT SOLUTIONS
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844-LAN-WAN-E
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LAN WAN ENTERPRISE IT SOLUTIONS
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LAN WAN ENTERPRISE IT SOLUTIONS
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NICK OWEIS – SENIOR NETWORK ENGINEER
ETHICAL HACKER
SUMMARY OF QUALIFICATIONS
Senior Network Computer Engineer with excellent communication and technical skills. Hard worker and
natural leader with a superb ability to multitask. Excellent customer service skills with a keen eye for sales.
People person, fast learner, and team player, good at training, teaching, and motivating others.
PROFESSIONAL EXPERIENCE
04-07-Present Senior Network Systems Engineer
Responsibility includes: High level of Consultation, Designing, Consolidating, Implementing,
Installing, Configuring, Updating, Upgrading, Managing, Maintaining and supporting
LAN/WAN/DMZ Enterprise Servers Operating Systems which includes.
• Microsoft Windows NT/2000/2003/2003 R2/2008/2008 R2, SBS Advanced-Cluster and
2012 Servers, Professional in latest Windows 2000/2003/2003 R2/2008/2008 R2
Advanced and 2012 R2 Servers’ IIS - setting up web as well as ftp and virtual sites and
Terminal servers, Exchange 5.5, 2000, 2003, 2007, 2010, 2013, 2016 and 2019 servers,
Outlook anywhere as well as OWA with UCC SSL Certificates, Internal and external DNS,
DHCP, WINS, SMTP, DFS also high level expert in Active directories, Logon Scripts,
Profiles and Policies.
• Microsoft Windows 10, 8.1, 8, 7, Vista, XP Professionals, 2000, ME, 98, 95, WFW, 3.1, 3
and DOS Workstations OS’s.
• Microsoft office 365, 2003, 2007, 2010, 2013, 2016, 2019.
• Microsoft Windows
• Novell NetWare 3.x, 4.x, 5.x and 6.0 OS’s, expert in NDS, ConsolOne, Login Scripts,
Replicas, Client32, GroupWise 5.x and 6.0.
• ASA 5505, 5510, 5520 and PIX Firewalls includes LAN/WAN/DMZ and (VPN and
clientless VPN), Routers and Switches includes VLANs.
• Citrix MetaFram 1.8, XP, Presentation Server and XenApp (4, 4.5, 5 and 6 also Citrix Xen
desktop vertulization) Servers Multi Users Terminal Servers, NFuse, Citrix web access,
published applications and thin clients.
• SOHO Sonicwall, Watchguard, Checkpoint, Cayman, Natopia, DSL, Linksys Firewall,
Routers and Switches.
• Supporting all HP Proliant, Compaq, IBM and Dell file servers, storage devices such as
Giga second and EMC, racks, workstations, printers and all their peripherals, supporting
also their management utilities such as Smart start and CIM.
• Antivirus and Antispyware removal expert including Symantec SEP and management,
Norton, McAfee and Trend Antivirus.
LAN WAN ENTERPRISE IT SOLUTIONS
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• Implementing ArcServe and Symantec Backup Exec Backup
solutions (All versions includes 9, 10, 11, 12.5, 2010 and 2012 as well as their agents for all
Networking Operating Systems.
• Intrusion detection, Content inspection and Internet Security Websense Blocking.
• Linux OS support.
• IBM Lotus Notes email Systems.
• Expert in Apple MAC OS X Servers and laptops such as Leopard, Snow Leopard, Lion
and mountain lion OS’s, iPods, iPads and iphone devises support.
• Blackberry Enterprise servers (BES) as well as Blackberries devises support.
• A, B, G, N and AC Wireless devises support.
• Troubleshoot and solve any hardware and software network computer problems as well as
customer training and support.
03-07.07 Ricoh Business Systems.
1123-A Warner Ave.,
Tustin, California 92780
Senior Network Systems Engineer
Responsibility includes: Consultation, Designing, Consolidating, Implementing, Installing,
Configuring, Updating, Upgrading, Managing, Maintaining and supporting LAN/WAN/DMZ
Enterprise Servers Operating Systems which includes.
• Microsoft Windows NT/2000/2003/2003 R2 Advanced-Cluster, Server, Professional,
Windows 2000/2003/2003 R2 IIS setting up web as well as ftp sites and Terminal servers,
Exchange 5.5, 2000 and 2003 servers, Internal and external DNS, DHCP, WINS, SMTP,
DFS also expert in Active directory, Logon Scripts, Profiles and Policies.
• Novell NetWare 3.x, 4.x, 5.x and 6.0 OS’s, expert in NDS, ConsolOne, Login Scripts,
Replicas, Client32, GroupWise 5.x and 6.0.
• PIX Firewalls includes LAN/WAN/DMZ and VPNs, Routers and Switches.
• Citrix MetaFram 1.8, XP and Presentation Server Multi Users Terminal Servers, NFuse as
well as thin clients.
• SOHO Sonicwall, Watchguard, Checkpoint, Cayman, Natopia, DSL, Linksys Firewalls and
Routers.
• Supporting all HP, Compaq, IBM and Dell file servers, workstations, printers and all their
peripherals, supporting also their management utilities such as CIM.
• Antivirus expert including Symantec, Norton, McAfee and Trend Antivirus.
• Implementing ArcServe and Symantec Backup Exec Backup solutions as well as their
agents for all Networking Operating Systems.
• Intrusion detection, Content inspection and Internet Security Websence Blocking.
• Linux OS support.
• Troubleshoot and solve any hardware and software network computer problems as well as
customer training and support.
99-05/03 1st Priority Solutions.
1813 E. Dyer Rd. #401
Santa Ana, CA 92705
Senior Network Systems Engineer
Responsibility includes: Consultation, Designing, Consolidating, Implementing, Installing,
Configuring, Updating, Upgrading, Managing, Maintaining and supporting LAN/WAN/DMZ
Enterprise Servers Operating Systems which includes.
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
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• Microsoft Windows NT/2000 Advanced-Cluster, Server,
Professional, Windows 2000 IIS setting up web as well as ftp sites and Terminal servers,
Exchange 5.5 and 2000 servers, Internal and external DNS, DHCP, WINS, SMTP, DFS
also expert in Active directory, Logon Scripts, Profiles and Policies.
• Novell NetWare 3.x, 4.x, 5.x and 6.0 OS’s, expert in NDS, ConsolOne, Login Scripts,
Replicas, Client32, GroupWise 5.x and 6.0.
• PIX Firewalls includes LAN/WAN/DMZ and VPNs, Routers and Switches.
• Citrix MetaFram 1.8 and XP Multi Users Terminal Servers, NFuse as well as thin clients.
• SOHO Sonicwall, Watchguard, Checkpoint, e-Trust, flowpoint, Cayman, Natopia, DSL,
Linksys Firewalls and Routers.
• Supporting all HP, Compaq, IBM and Dell file servers, workstations, printers and all their
peripherals, supporting also their management utilities such as CIM.
• Antivirus expert including Symantec, Norton, McAfee, Trend and InoculanIT Antivirus.
• Implementing ArcServe and Backup Exec Backup solutions as well as their agents for all
Networking Operating Systems.
• Intrusion detection, Content inspection, Internet Security Websence Blocking and
RippleTech LogCaster Alerting Systems.
• Linux OS support.
• Troubleshoot and solve any hardware and software network computer problems as well as
customer training and support.
96-11/99 Inland Computer Systems, San Bernardino, CA
Network Computer Specialist
Responsibility includes Consultant, designing and supporting all Inland Empire School District
Computer Labs, the ability in developing and maintaining Networking Operating Systems. Implement
network computer projects such as Microsoft Windows NT and Novell NetWare servers including,
systems installation and configuration, clients configuration, remote access service, implementing full
management (Compaq Insight Manager) as well as security such as Windows NT, 95 and 98 policy
editor, profiles, fortress and foolproof, firewall, schedule backups, setup and support all peripheral
devices such as scanners, printers, modems, etc., troubleshoot and solve any hardware and software
problems as well as customer training and support.
04/94-96 Jordan Data Systems, Amman, Jordan
Senior Computer Engineer
Responsibility including Installation and configurations of hardware IBM and IBM compatible
computers and software application for multi users sites, such as Novell NetWare “all versions”, and
Microsoft Windows 3.1, WFW 311, 95 and NT with all the software application that comes with it.
Teaching Novell NetWare Operating System, MS-DOS and Microsoft Windows Operating System for
clients and users as well.
10/92-04/94 Ultra Electronic Center, Amman, Jordan
Hardware Computer Engineer
Responsible for the maintenance of IBM and IBM compatible computers.
03/91-12/92 Petra Computer Services, Amman, Jordan
Computer Maintenance Engineer
Responsibility including hardware and software applications Installation and systems configuration of
multi users, computers and its peripherals.
SKILLS & CERTIFICATIONS
Operating Systems
• Windows 3.1, 95, 98, 2000, XP
• Windows Vista
• Windows 7
• Windows 8, 8.1 and 10
LAN WAN ENTERPRISE IT SOLUTIONS
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• Windows Server NT, 2000, 2003, 2012,
2012 R2, 2016, 2019
• Mac OS 10.6-10.11 etc…
Software
• Microsoft Office 2003, 2016, 2019
• Office 365
• Antivirus/Security tools
• Intuit QuickBooks
• Intuit Quicken
• Data recovery software • Data back-up software
• Outlook and other email clients
Technical Skills
• Help desk support
• Physical PC repair
• Multimedia equipment installation
• Laptop screen replacement
• Clustering
• Desktop assembly
• PC, workstation and laptop configuration
and customization
Networking
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
844-LAN-WAN-E
• Configuration and maintenance of Windows Servers and Active Directory NT, 2000-2012
R2
• Physical Network Design
• Logical Network Design
• Professional knowledge of LAN and WAN
• Expert in Clustering - NAS/SAN
• Virtualization
• Well-informed with Fiber and Cat 5/6/7 cabling task.
EDUCATION
07/19 • Microsoft 365 Certified: Modern Desktop Administrator Associate.
07/19 • Microsoft Certified Solution Expert: Core Infrastructure.
07/19 • Microsoft Certified Solutions Associate: Windows Server 2016.
09/16 • Certified SonicWall Security Professional (CSSP).
09/16 • Certified SonicWall Security Administrator (CSSA).
12/15 • Microsoft Specialist
(Windows 7, Configuring - Enterprise Desktop Support Technician - Enterprise Desktop Administrator).
04/15 • Microsoft Certified Solutions Expert
(Windows 7 – Server 2008 – Server 2012 – Windows 8 - Office 365).
04/12 • Microsoft Certified Solutions Associate.
(Windows Server 2008)-(Windows 7).
02/10 • Apple Certified Technical Coordinator.
(Apple Certified Technical Coordinator 10.6).
(Apple Certified Technical Coordinator 10.5).
02/10 • Apple Certified Support Professional.
(Apple Certified Support Professional 10.6).
(Apple Certified Support Professional 10.5).
10/09-11 • Microsoft Certified Technology Specialist.
(Windows Server 2008 R2 Desktop Virtualization).
(Windows Server Virtualization, Configuration).
(Windows 7 and Office 2010, Deployment).
(MS Exchange Server 2010 Configuration).
(Windows 7, Configuration).
(Microsoft Windows SharePoint Services 3.0, Configuration).
02/09 • Citrix XenApp 5 for Windows Server 2003.
05/08-10 • Microsoft Certified IT Professional.
(Enterprise Desktop administrator on Windows 7).
(Enterprise Desktop Support Technician on Windows 7).
(Enterprise Administrator on Windows Server 2008).
(Server Administrator on Windows Server 2008).
03/08 • Microsoft Certified Technology Specialist.
(Windows Server 2008 Active Directory, Configuration).
(Windows Server 2008 Network Infrastructure, Configuration).
(Windows Server 2008 Applications Infrastructure, Configuration).
08/07 • Microsoft Certified Technology Specialist.
(Microsoft Windows Vista Configuration).
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
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04/07 • Microsoft Certified Technology Specialist.
(Pre-Installing Microsoft Products and Technologies).
09/06 • IBM Certified Systems Administrator.
(Lotus Notes and Domino 7).
11/05 • CompTIA Server+ Certified Professional.
10/05 • CCEA (Citrix Certified Enterprise Administrator).
(MetaFrame XP Presentation Server).
05/04 • MCSE (Microsoft Certified Systems Engineer).
(Microsoft Windows 2003).
04/04 • MCSA (Microsoft Certified Systems Administrator).
(Microsoft Windows 2003).
01/04 • IBM Certified Systems Administrator.
(Lotus Notes and Domino 6/6.5 - CLP).
09/03 • CDIA+ (Certified Document Imaging Architect).
(CompTIA CDIA+ Certified Professional).
07/03 • IBM Certified Associate System Administrator.
(Lotus Notes and Domino 6/6.5 - CLS).
03/03 • 3Com Certified Wireless Specialist.
01/03 • CCA (Citrix Certified Administrator).
(Citrix MetaFrame XP Specialist).
09/02 • NetWare 6 CNE (Certified Novell Engineer).
09/02 • NetWare 6 CNA (Certified Novell Administrator).
09/02 • APS (Accredited Platform Specialist).
(Compaq Proliant Servers Certification).
08/01 • MCSE (Microsoft Certified Systems Engineer).
(Early Achiever MCSE on Microsoft Windows 2000).
(Leading expert in Microsoft Windows 2000 technology).
12/00 • MCP (Microsoft Certified Professional).
(Microsoft Windows 2000 Specialist).
11/00 • HP STAR Certified Systems Engineer.
09/00 • Compaq ASE (Accredited Systems Engineer).
(Proliant/Windows 2000 Specialist).
09/00 • Compaq API (Accredited Platform Integrator).
(Proliant/Windows 2000 Specialist).
05/00 • Compaq ASE (Accredited Systems Engineer).
(StorageWorks Specialist).
05/00 • Compaq API (Accredited Platform Integrator).
(StorageWorks Specialist).
05/00 • 3Com Wireless LAN Connectivity Certified.
02/00 • CCA (Citrix Certified Administrator).
(Citrix MetaFrame 1.8 Specialist).
06/99 • Compaq ASE (Accredited Systems Engineer).
(Proliant/Windows NT 4 Specialist).
06/99 • Compaq API (Accredited Platform Integrator).
(Proliant/Windows NT 4 Specialist).
03/99 • NetWare 5 CNE (Certified Novell Engineer).
07/98 • Master CNE (Master Certified Novell Engineer).
(The highest level of technical certification in the IT industry).
LAN WAN ENTERPRISE IT SOLUTIONS
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844-LAN-WAN-E
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07/98 • Novell Small Business Specialist.
04/98 • IntraNetWare CNE (Certified Novell Engineer).
04/98 • MCSE (Microsoft Certified Systems Engineer).
(Leading expert in Microsoft Windows NT 4 Technology).
11/97 • MCP (Microsoft Certified Professional).
(Microsoft Windows NT 4 Specialist).
07/97 • NetWare 4 CNE (Certified Novell Engineer).
04/97 • NetWare 4 CNA (Certified Novell Administrator).
03/97 • A+ Certified Hardware Technician.
• “IBM Business Partner” IBM Authorized Servers Technician (All service and technical exams have been achieved).
• COMPAQ Authorized for Compaq ProLiant 6000,800, Prosignia 200, DeskPro 2000/4000, DeskPro EN, Armada 7700,
7300, 1500 and Workstation 6000/8000 computers.
• HP Authorized for all HP NetServers, Workstations, Printers, JetDirect and Omnibooks product (More than 60 exams have
been accomplished).
86-90 • Bachelor Degree in Electrical Engineer (Electronics).
LAN WAN ENTERPRISE IT SOLUTIONS
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844-LAN-WAN-E
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3.B Exhibit-B Partnerships
• Microsoft Corporation
o Gold Certified Partner
▪ Virtualization
▪ SharePoint Infrastructure
▪ Microsoft Server and Active Directory
▪ Microsoft System Center Configuration Manager
▪ Microsoft SharePoint
▪ Microsoft Exchange Server
▪ Microsoft SQL Server
▪ Security Support
▪ Remote Desktop Services
▪ Managed Services
▪ Cloud Services
▪ Microsoft Office 365
▪ Network and PC Management
▪ Maintenance and 24×7 Support
▪ Others
• VMWARE
o VMWARE Solution Provider
VSphere
VCenter
VCloud
• Cisco
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
844-LAN-WAN-E
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o Cisco Premier Partner
▪ Cisco Routing & Switching
▪ Unified Computing System (UCS)
▪ Wireless
▪ Network Security
• VPN Solutions
• Firewall
• Adaptive Security Appliance (ASA)
• Intrusion Detection System / Intrusion Prevention System
(IDS/IPS)
• Access Control Server (ACS)
▪ Voice Systems
• Phones
▪ Others
• CITRIX
o Citrix Silver Partner
▪ XenServer
▪ XenDesktop
▪ XenApp
▪ XenClient
▪ Desktop Virtualizations
▪ Provisioning Server
▪ NetScaler
▪ Branch Repeater
▪ Receiver
▪ Others
• Symantec Corporation
o Symantec SMB Partnership
▪ Endpoint Management
▪ Data Loss Prevention
▪ Enterprise Security
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
844-LAN-WAN-E
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▪ Archiving and eDiscovery
▪ Data Protection
▪ Storage Management
▪ Disaster Recovery solutions
▪ Cloud Backup solutions
▪ High Availability
▪ Managed Security Services
▪ SMB Backup
▪ SMB Security
▪ Data Protection with Backup Exec
▪ Others
• Star2Star VOIP Solution
o Star2Star Communications Authorized Dealer
▪ Star2Star Communications offers the only fully integrated End-to-End
internet-based Hybrid phone solution for small and mid-sized business.
▪ StarCenter: The innovative and feature rich call center application from
Star2Star Communications
▪
• Hewlett-Packard
o HP Business Partner
▪ Blade Solutions
▪ Business Intelligence
▪ Cloud Computing
▪ Desktop Computing
▪ High-Performance Computing
▪ Power & Cooling
▪ Security
▪ Data Center Virtualization
▪ Servers
▪ Shared Infrastructure
▪ Storage
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
844-LAN-WAN-E
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▪ Systems Management
▪ Client Systems Management
▪ Data Center Systems Management
▪ Desktop Virtualization
▪ Workstations
▪ Others
• Dell Corporation
o Dell Premier Partner
▪ Blade Solutions
▪ Business Intelligence
▪ Cloud Computing
▪ Desktop Computing
▪ High-Performance Computing
▪ Power & Cooling
▪ Security
▪ Data Center Virtualization
▪ Servers
▪ Shared Infrastructure
▪ Storage
▪ Systems Management
▪ Client Systems Management
▪ Data Center Systems Management
▪ Desktop Virtualization
▪ Workstations
▪ Others
• WEBSEBSE
o Websense Silver Partner
▪ Web Filter and Web Security
▪ Web Security Gateway
LAN WAN ENTERPRISE IT SOLUTIONS
17500 Red Hill Ave #120, Irvine CA 92614
844-LAN-WAN-E
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▪ Web Security Gateway
▪ Others
• Phantom Technologies (Web Filtering)
o Gold Partner
• Apple
o Apple Certified Support Professional
▪ Support all Server and Client OS X
• APC
o APC Registered Partner
▪ Electric Critical Power & Cooling Services
▪ Network closets and server rooms
LAN WAN ENTERPRISE IT SOLUTIONS
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844-LAN-WAN-E
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• IBM
o IBM Business Partner
• LENOVO
o Lenovo Business Partner
• CompTIA
o CompTIA Server Certified
Attachment D
Proposal from Saalex Information Technology
INFORMATION TECHNOLOGY
MANAGEMENT SERVICES
In Response to
For the City of Rosemead
DUE DATE: 08 OCTOBER 2019
Submitted to: Submitted by:
City of Rosemead
Daisy Guerrero, Management Analyst
Phone: 626.569.2102
City of Rosemead
8858 E. Valley Blvd
Rosemead, CA 91770
dguerrero@cityofrosemead.org
www.cityofrosemead.org
Saalex Information Technology
Travis T. Mack, President/CEO
Phone: 805.482.1070
Fax: 805.482.1072
811-A Camarillo Springs Road
Camarillo, California 93012
travis.mack@saalex.com
www.saalexit.com
Proprietary Notice
Saalex Information Technology’s proposal, which follows, contains information and data that are privileged and/or confidential to Saalex
Information Technology. This information and data are not made available for public review and are submitted voluntarily to the City only in
response to a specific Request for Proposal (RFP). The information contained herein is protected by the Trade Secrets Act, as codified, and any
improper use, distribution, or reproduction is specifically prohibited. No license of any kind whatsoever is granted to any third party to use the
information contained herein unless a written agreement exists between Saalex Information Technology and the third party who desires access
to the information. The information contained herein is submitted to the City for purposes of review and evaluation in connection with Saalex
Information Technology’s response to the RFP denoted herein. No other use of the information and data contained herein is permitted without
the express written permission of Saalex Information Technology. Under no condition should the information contained herein be provided in
any manner whatsoever to any third party with the exception of the City of Rosemead without first receiving the express written permission of
Saalex Information Technology.
Proposal #: 8119-525
Saalex Information Technology
Information Technology Management Services
08 October 2019
City of Rosemead Information Technology Management Services ii
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Table of Contents
1.0 Section 1 – Proposal Summary ...................................................................................................... 1
2.0 Section 2 –Profile of the Proposing Firm ...................................................................................... 4
Company Information ................................................................................................................ 4
2.1.1 Firm Size ............................................................................................................................... 4
2.1.2 Organizational Structure ....................................................................................................... 4
2.1.3 Financial Stability ................................................................................................................. 5
2.1.4 Capacity/Resources ............................................................................................................... 5
2.1.5 Other Firms Participating in This Proposal ........................................................................... 6
Legal Information ....................................................................................................................... 6
3.0 Section 3 – Qualifications of the Firm ........................................................................................... 7
List of Clients we have served on similar projects ................................................................... 7
Municipal Reference: City of San Fernando (CSF) ................................................................. 8
Municipal Reference: Early Learning Coalition of Alachua County ..................................... 9
Private Sector Reference: Zuber Lawler Del Duca LLC (ZLD) .......................................... 11
Private Sector Reference: The Trial Professionals (TrialPro) .............................................. 13
4.0 Section 4 – Work Plan .................................................................................................................. 16
Desktop Support ........................................................................................................................ 19
4.2.1 Provide Help Desk support for problem resolution and requests for
installations and upgrades. Requests may be received in-person, via telephone, or
email. 19
4.2.2 Respond to client/caller with resolution/diagnosis according to prioritization.
20
4.2.3 Communicate with users on a non-technical level. ................................................ 21
4.2.4 Utilize a tracking system to track and monitor the status of Help Desk requests
and to generate monthly reports of Help Desk activity. ...................................................... 22
4.2.5 Assist designated City personnel with hardware and software purchases as
needed and assist with warranty and other technical support. .......................................... 22
Computer Operations ............................................................................................................... 22
4.3.1 Review of all process logs for normal execution and performance. .................. 22
4.3.2 Review of security logs for unusual activity. .......................................................... 23
4.3.3 Ensure scheduled preventive maintenance. ............................................................. 23
4.3.4 Monitor server performance and capacity management services. .................... 23
4.3.5 Performing backups, backup rotations and restores of all systems, servers,
network equipment. ....................................................................................................................... 23
4.3.6 Maintenance of network activity records and reports. ........................................ 24
4.3.7 Monitoring and reporting status of servers. ........................................................... 24
Saalex Information Technology
Information Technology Management Services
08 October 2019
City of Rosemead Information Technology Management Services iii
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
4.3.8 Monitoring and reporting on status of network. ................................................... 25
4.3.9 Logging of network activities and events. ................................................................ 25
4.3.10 Checking on versions of software that require updates. ...................................... 25
4.3.11 Maintaining process and operational documentation. ......................................... 25
4.3.12 Keeping and maintaining records on hardware assets: Personal Computers
(PCs), Servers, Network equipment, etc., Acquisition date, warranty date, maintenance
agreement location, maintenance and repair contact number. .......................................... 26
Security Administration Support ............................................................................................ 26
4.4.1 Administration of network user access rights as approved by City. ................ 26
4.4.2 Administration of global and group security policies as approved by the City.
26
4.4.3 Performing quarterly scans for wireless access points as required for Payment
Card Industry (PCI) compliance. .............................................................................................. 26
4.4.4 Network, network device, and systems security administration and record
keeping. 27
4.4.5 Monitoring for intrusion attempts, attacks, viruses, etc. .................................... 27
4.4.6 Firewall configuration and version updates. .......................................................... 27
4.4.7 Keep servers, workstations, and appliances up-to-date with security patches.
28
4.4.8 Notify City personnel immediately of suspected breaches of security. ............ 28
Network Administration and Systems Support ..................................................................... 28
4.5.1 Maintain all City network equipment including switches, firewalls, routers, IP
phones system and other security devices. .............................................................................. 28
4.5.2 Manage backup and disaster recovery systems. ..................................................... 28
4.5.3 Network and network device performance monitoring, diagnostics, and tuning.
29
4.5.4 Network and network device configuration and version updates. .................... 29
4.5.5 Network and network device configuration management and record keeping.
29
4.5.6 Network, network device, and server capacity monitoring and planning. ...... 29
4.5.7 Server OS configuration and version updates. ....................................................... 29
4.5.8 Anti-malware software management (keeping current updates and versions).
29
4.5.9 Coordination and cooperation with other City service providers. .................... 30
4.5.10 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. ........................................................................................ 30
Planning and Project Management ......................................................................................... 30
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4.6.1 Analysis of information systems needs ..................................................................... 30
4.6.2 Long-range information systems planning and forecasting ................................ 31
4.6.3 Researching and evaluating technical solutions ..................................................... 32
4.6.4 Acquiring quotes ............................................................................................................ 32
4.6.5 Preparing project implementation plans and timelines ....................................... 32
4.6.6 Coordinating with City staff and contractors ........................................................ 33
4.6.7 Conducting project meetings ...................................................................................... 33
4.6.8 Preparing project status reports ................................................................................ 34
Communication and Analysis .................................................................................................. 34
4.7.1 Communication with City Staff/Account Manager ............................................... 34
Transition Timetable ................................................................................................................ 35
4.8.1 Are additional costs expected for on-boarding? .................................................... 37
4.8.2 Will tasks be completed on-site? ................................................................................ 37
Related Experience ................................................................................................................... 38
5.0 Section 5 – Staffing ........................................................................................................................ 39
Key Team Members for this Project ....................................................................................... 39
Project Team Organizational Chart........................................................................................ 39
On-Site Technicians’ Responsibilities ..................................................................................... 41
5.3.1 Service Desk Clerk – Jae “Aric” Jeon ................................................................................. 41
MSP Project Team Resumes .................................................................................................... 43
5.4.1 Senior Systems Administrator – Daniel Olson ................................................................... 43
5.4.2 Systems Administrator – Joseph Hise ................................................................................. 45
5.4.3 Deputy Director of IT Operations – Kevin Kehoe .............................................................. 48
5.4.4 Director of Information Technology – David Stills ............................................................ 51
5.4.5 Help Desk Technician – James “Ryan” Blessing ............................................................... 54
5.4.6 Help Desk Technician – Jose Martinez ............................................................................... 55
6.0 Section 6 – Proposed Innovations ................................................................................................ 56
Innovations Offered At No Additional Cost to the City ........................................................ 56
6.1.1 60-Day Transition Plan with Customer Success Team ....................................................... 56
6.1.2 Cybersecurity Focus-SIEM/SOC ........................................................................................ 56
6.1.3 Architecture/Infrastructure Analysis and Optimization ...................................................... 56
6.1.4 On-site Technician + Help Desk Support ........................................................................... 56
Innovations Offered At Additional Cost to the City .............................................................. 57
6.2.1 Website Support .................................................................................................................. 57
6.2.2 Data Analytics/Predictive Analytics ................................................................................... 57
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7.0 Section 7 – Costs Sheet and Rates ................................................................................................ 58
Proposed Costs to Provide the Services Desired .................................................................... 58
Costs for Extra After-Hours Services and Additional Options ............................................ 60
Insurance ................................................................................................................................... 60
Professional Services Agreement ............................................................................................. 60
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Glossary of Abbreviations and Acronyms
Acronym Definition
AWS Amazon Web Services
CISP Cybersecurity Information Sharing Partnership
CMS Content Management System
CRM Customer Relationship Management
CSF City of San Fernando
CIS Center for Internet Security
CISP Certified Information Systems Security
DAPA Data Analytics and Predictive Analytics
DDoS Distributed Denial of Service
DHCP Dynamic Host Configuration Protocol
DNS Domain Name System
DoD Department of Defense
DR/BC Disaster Recovery and Business Continuity
ELCAC Early Learning Coalition of Alachua County
ESX Emergent System Exchange
FFMPEG Fast Forward Motion Picture Experts Group
GREP Global Regular Expression Print
HIPAA Health Insurance Portability and Accountability Act
IIS Internet Information Services
IP Internet Protocol
IPS Intrusion Prevention
IPsec Internet Protocol Security
IPT Integrated Product Teams
IT Information Technology
ITIL Information Technology Infrastructure Library
ITSM Information Technology Service Management
KM Knowledge Management
MCP Microsoft Certified Professional
MSP Managed Services Product
NASA National Aeronautics and Space Administration
NFS Network File System
NOC Network Operations Center
NSA National Security Agency
NTFS New Technology File System
OS Operating System
PBX Private Branch Exchange
PC Personal Computer
PCI Payment Card Industry
PGP Pretty Good Privacy
PM Project Manager
PMT Process Management Teams
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POC Point of Contact
POA&M Plans of Action and Milestones
QA Quality Assurance
QBR Quarterly Business Reviews
RFP Request for Proposal
RHEL Red Hat Enterprise Linux
RMM Remote Monitoring and Management
ROI Return on Investment
ROI Return on the Government's Investment
RTO Recovery Time Objective
SAN Storage Array Network
SCADA Supervisory Control and Data Acquisition
SFPD San Fernando’s Police Department
SIEM Security Information and Event Management
SLA Service Level Agreements
SOC Security Operations Center
SOP Standard Operating Procedure
SQL Structured Query Language
SRA Security Risk and Network Assessment
SSL Secure Socket Layer
TC Transmission Control Protocol
TMF Time Management Framework
UCS Unified Computing System
VCTO Virtual Chief Technology Officer
VIP Very Important Person
VoIP Voice over Internet Protocols
VPN Virtual Private Network
WHM Web Host Manager
ZLD Zuber Lawler Del Duca
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1.0 SECTION 1 – PROPOSAL S UMMARY
The City of Rosemead has developed and implemented a complex IT infrastructure and now seeks to
expand its capability to provide scalable flexibility and be adaptive to emerging technologies. Our
extensive experience providing full-spectrum IT services to commercial firms, the federal government and
state and local governments qualifies Saalex Information Technology (SaalexIT) to deliver a superior IT
solution tailored to the City’s requirements. SaalexIT recognizes the City’s commitment to ensuring a well-
managed City Government and quality planning and infrastructure. Our commitment to quality customer
service through responsive and knowledgeable professional staff can help the City achieve this goal. We
make it our number one priority to meet our client’s needs while protecting data and keeping the
organization running smoothly.
Why SaalexIT? Highlights, Key Features, Benefits to the City
SaalexIT Offers Advantage of Feature Direct Benefit to the City
SaalexIT will provide the
services of a Virtual Chief
Technology Officer (VCTO)
(2 hours per month included
– additional hours billed
separately)
A VCTO helps the city by developing
an IT strategy, and provides technical
leadership, vendor management,
compliance and much more
Optimization of effectiveness and
efficiency of IT program, resulting in
budgetary savings and heightened overall
performance
U.S.- based skilled, certified
and experienced technicians
to provide network, system
server and all related
equipment support
Increased productivity for the City staff.
As the City’s needs evolve, SaalexIT
can align resources to ensure proper
skills are available to the City
• Fast, efficient operation of systems
• Less downtime for all users
• City equipment that is currently
purchased but unusable (e.g., plate
readers) can be utilized as intended
Equipment Replacement
Program and Implementation
Plan
City will have a report of age,
condition and life expectancy of
current equipment and will be
presented with recommendations for
future acquisitions and upgrades
Enables the City of Rosemead to properly
budget for needed replacements and
upgrades with a cohesive implementation
plan
A designated Customer
Success Team
SaalexIT has a special Customer
Success Team with customer specific
processes that ensures SaalexIT
continues to meet the City’s needs
Coordinated and satisfaction driven
support between SaalexIT and City staff to
meet City goals and objectives
Security Operations Center
(SOC)
24-hour monitoring, assessment and
defense of City systems and data
Provides the City of Rosemead real time
investigation of security anomalies, thus
reducing false alerts and unnecessary
actions.
Security Information and
Event Management (SIEM)
Aggregated data from secure sensors
are sent to centralized collectors,
allowing real-time single-point
monitoring
Provides the City of Rosemead faster and
more comprehensive security allows early
detection of attacks, threats and breaches
Network Operations Center
(NOC)
24/7/365 monitoring and capability for
resolving most issues and performing
routine maintenance remotely. The
NOC sends alerts before negative
events occur
Provides the City of Rosemead with access
to a higher technical skill set at no extra
cost.
Easily accessible online
ticketing system
(supplemented by a toll-free
phone number)
Ticketing system is accessible through
the SaalexIT portal during entire open
cycle of help desk tickets
Delivers the City of Rosemead users peace
of mind that their IT needs are being taken
care of on a timely basis. Progress to
resolution can be monitored in real time
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SaalexIT Offers Advantage of Feature Direct Benefit to the City
Monthly executive reports Reports provide metrics that measure
outstanding issues; performance trends;
degrading technologies; optimization
recommendations, and system
performance versus cost expenditures
Allows administrators to quickly and
easily stay informed to proactively make
strategic information technology
investment decisions and to answer
questions about the heart of the system and
progress towards problem resolution
and/or improvements
Data Analytics and
Predictive Analytics (DAPA)
capability (offered at no
additional cost to the City)
Historical data can be used to forecast
future resource demands to enable City
staff to make pragmatic business
decisions
The City of Rosemead can direct the right
materials and people to the correct job at
precisely the right time. Efficiencies can
be found to help control costs and save
time.
Disaster recovery specialists A disaster recovery assessment will be
conducted to understand the level of
impact risks. SaalexIT will work with
City Staff to develop a disaster
recovery plan
The Disaster Recovery Plan will allow the
City to recover data and minimize
downtime in the event of a natural or
manmade disaster (e.g., earthquake, fire,
flood, power outage, hacking)
Checked and cleared
personnel
SaalexIT has backgrounded and
security cleared technicians to work
with confidential government
information, systems and on-base
federal locations
Technicians are backgrounded to
municipal standards that access local
police department infrastructure and can
start working to meet City requirements
immediately upon contract.
Skills-based routing of help
desk tickets
Tickets are routed to specific
technicians based on their expertise.
Avoids need for escalating tickets to
another technician
Faster resolution time for issues
Autonomous Project
Manager (PM)
Local PM with authority to meet all of
Rosemead’s requirements and execute
all contract provisions
No delay while waiting for corporate
office to make decisions
Business Plan/Action Plan
will be prepared and
presented
Cohesive plan aligned with City goals Strategic planning for purchasing and
emerging technology trends to meet its
business vision and desired future state
ISO 9001:2015 certified
company
Corporate commitment to employee
training and emerging job
requirements/proven quality assurance
processes for planning, scheduling and
performing inspections, audits and
reviews
Properly trained and certified technicians
will answer calls for assistance.
Proven quality assurance processes create
and maintain a highly functioning system.
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Personnel Point of Contacts/Communication
Name Role for City of Rosemead SaalexIT Labor Category Office Phone
Number Email
David Stills Provide Oversight of Contract
and SaalexIT Tech Personnel IT Director (321) 848-0340
Ext. 305 David.Stills@saalexit.com
Kevin Kehoe SaalexIT Primary Point of
Contact for City Deputy Director of IT (805) 482-1070
Ext. 103 Kevin.Kehoe@saalexit.com
Daniel Olson Backup Rosemead On-site IT
Support Technician Senior Systems Administrator (805) 482-1070
Ext. 108 Daniel.Olson@saalexit.com
Joseph Hise Backup Rosemead On-site IT
Support Technician Systems Administrator (805) 482-1070
Ext. 122 Joseph.Hise@saalexit.com
Aric Jeon Rosemead On-site IT Support
Technician Service Desk Clerk (805) 482-1070
Ext. 121 Aric.Jeon@saalexit.com
Ryan Blessing Help Desk Technician Help Desk Technician (321) 848-0340
Ext. 306 Ryan.Blessing@saalexit.com
Jose Martinez Help Desk Technician Help Desk Technician (321) 848-0340
Ext. 329 Jose.Martinez@saalexit.com
Emergency Service:
The City will be provided with a Tech Support Help Line number and email (offering 24-hour service) upon contract award.
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2.0 SECTION 2 –PROFILE OF THE PROPOSING FIRM
COMPANY INFORMATION
2.1.1 Firm Size
Saalex Corp. (Saalex) comprises two divisions — Saalex Solutions and SaalexIT. Saalex employs more
than 600 personnel from coast to coast and has revenues in excess of $62 million.
SaalexIT professionals are intimately versed in assessing, analyzing and fulfilling the information
technology needs of a broad range of clients, ranging in size and scope from small private businesses to the
U.S. military and other federal entities. This includes serving the unique IT demands of local government
entities like the City of Rosemead. We support thousands of end users on a daily basis and provide IT
support to over 35 city, county and commercial customers, many of which are valuable long-term clients.
Saalex was founded in 1999 and has been in business for over 19 years. Our corporate offices are located
in Camarillo, CA, Ridgecrest, CA Temecula, CA and Rockledge, FL.
Our company has extensive experience executing varying types of contracts that include Engineering
Services, Cyber Security and Information Technology (IT) Services. We provide system performance
analysis, information assurance, technical guidance and direct support throughout the project lifecycle.
Saalex is a prime contractor as well as an active subcontractor for the Air Force, Navy, Marine Corps, Army
and National Aeronautics and Space Administration (NASA).
SaalexIT’s skill-based routing process consolidates services across multiple clients and time zones,
allocating the appropriate technician to each ticket, and allowing us to cover a comprehensive range
of technical services in a timely, effective manner. We hire trained and certified (e.g., A+, Net+,
Security+) staff experienced in resolving issues reported through tickets to maximize customer satisfaction.
We manage an internal U.S.-based help desk that requires shift and on-call work, and we engage in
continual 24-hour operations.
2.1.2 Organizational Structure
SaalexIT’s Deputy Director of Information Technology, Mr. Kevin Kehoe, will serve as
the IT Project Manager who will oversee and supervise IT operations for the City of
Rosemead. Mr. Kehoe is a distinguished IT professional with more than 10 years of success
managing and leveraging technology to meet our client’s goals. Mr. Kehoe will interface with
the assigned Point of Contact (POC) regarding all contractual matters. Additionally, Mr. Kehoe
will be on-call and available on-site as needed to assist with any other issues. He will be available via phone
and email to initiate immediate corrective action should escalation of an event related to the City’s concerns
regarding performance or staffing be required.
SaalexIT will appoint Mr. Jae Aric Jeon, our Service Desk Clerk, as the on-site technician to
support IT operations for the City of Rosemead. Mr. Jeon is capable of troubleshooting
intermediate-level issues and will leverage our large remote managed service provider (MSP)
team to resolve advanced issues quickly for the City.
When working with the City’s systems, SaalexIT will either handle or aid in all server/applications changes
and upgrades and offers a fully functional remote help desk the City end users can call into. To ensure
proper customer experience, SaalexIT uses its national NOC to monitor server and infrastructure
support and to provide immediate response to all reported incidents. SaalexIT also provides status
reports and metrics on systems operations and develops surveys for distribution to clients. SaalexIT
maintains call logs and operations logs, and reviews technical alerts and bulletins. For an organizational
chart illustrating our team structure, see Section 5.2 Project Team Organizational Chart.
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2.1.3 Financial Stability
SaalexIT is financially prepared to take on the challenges of the City of Rosemead’s Information
Technology Management Services contract. SaalexIT maintains a $7 million credit facility with Live Oak
Bank and can draw on an additional $3 million of credit with American Express, as well as on-account
credit arrangements with various equipment suppliers and other vendors. This credit facility gives SaalexIT
the financial ability to cover any unforeseen issues that may arise with this contract.
2.1.4 Capacity/Resources
Through the effective application of Knowledge Management (KM), SaalexIT consistently maintains the
level of support our customers expect while actively improving our processes and capabilities to exceed
those expectations. We capture, analyze and apply knowledge gained through past and present actions to
ensure we make informed decisions moving forward. KM provides the continuity that is essential to
mitigate the impacts of staff turnover and other key challenges.
We use KM by applying lessons learned on other contracts and implementing that knowledge through
management structures such as cross-functional Integrated Product Teams (IPT) and Product/Process
Management Teams (PMT). SaalexIT routinely applies KM when conducting technical reviews to
streamline the management of complex operations.
SaalexIT begins the KM process by thoroughly documenting meetings, including recommendations, tasks,
schedules, Plans of Actions and Milestones (POA&M), and decisions made. We further utilize KM to
provide recommendations on system improvements that result in increased performance, decreased costs
and increased reliability. SaalexIT provides our customers with easy access to this vital information by
leveraging SharePoint as a KM tool.
SaalexIT employs the following corporate resources that assist in meeting the City’s needs. These resources
will provide support at no additional cost to the City:
▪ Administration and Finance. Our Administration and Finance Team are available to help resolve
billing/invoice concerns.
▪ Contracts. Our Contracts Team executes Master Services Agreements and any modifications as
needed.
▪ Customer Success. Our Customer Success Team ensures SaalexIT engineers continue to deliver
informed service and hardware recommendations based upon our intimate knowledge of the client
environment. The Customer Success team supports the client through a range of services, beginning
with client onboarding and finalizing a Master Service Agreement. Additional services provided by
our Customer Success team include an account review of the first 90 days after going live (Critical
90), quarterly account reviews to ensure SaalexIT’s technical roadmap continues to align with City
goals, and scheduled “meet and greets” to enhance our understanding of the City’s evolving needs.
Throughout the contract, our Customer Success team will dedicate itself to documenting City
priorities and communicating these to our IT Sales and Engineering departments while providing
exemplary customer service support through our IT help desk to ensure all issues are resolved quickly
and completely.
▪ Human Resources. SaalexIT has three (3) recruiters that can assist with recruiting additional IT
resources or vacant positions.
▪ Data Analytics Group. SaalexIT has a data analytics group that can develop customized reports,
performance dashboards and sensitivity analysis tools, which include return on investment (ROI)
calculations aimed at providing our customers data-driven insights so they can make data-driven
decisions. After coordination with the City stakeholders, SaalexIT can deliver quarterly reports based
on the data sets available.
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2.1.5 Other Firms Participating in This Proposal
SaalexIT is not proposing any subcontractors in this proposal.
LEGAL INFORMATION
SaalexIT has not been subject to any relevant lawsuits or subcontractor’s litigation nor paid any claims or
settlements either directly or through insurers within the last five (5) years.
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3.0 SECTION 3 – QUALIFICATIONS OF THE FIRM
LIST OF CLIENTS WE HAVE SERVED ON SIMILAR PROJECTS
Table 1 – SaalexIT’s Clients (all listed contracts are current and active)
Company/Agency Name Start Date
The Housing Authority of Daytona Beach 09/15/19
Brevard County Early Learning Coalition 09/01/19
City of San Fernando (CSF) 06/03/19
Aging Matters of Brevard County 07/01/19
Early Learning Coalition of Alachua County
(ELCAC)
07/01/18
National Assessment Group, Kirtland Air Force Base 01/01/14
Naval Air Warfare Center Weapons Division, China
Lake
05/01/11
Naval Supply Systems Command (NAVSUP) Fleet
Logistics Center, Pearl Harbor
05/21/15
AVEX, Inc. 08/21/12
Avia Dynamics 04/17/12
Ballard Inn and Gathering Table 10/22/18
B.P. Davis Management, Inc. 12/05/14
Bench Warmer 06/11/12
Carden Conejo School of Westlake 05/28/14
Erchonia Corporation, LLC 06/20/16
F&I Agency 04/17/12
First Impressions 02/12/14
Green Pharmaceuticals 04/17/12
Harbor City Animal Hospital 08/24/17
Hospice of St. Francis, Inc. 10/08/13
Imagymnation Gymnastics 08/28/14
JBN United Insurance Services 01/31/13
Kinamed 04/17/12
MAB -Ming T Lai, MD 09/01/16
MTC Engineering, LLC 12/17/13
NAS Insurance 04/18/12
NEELCO Industries, Inc. 12/17/13
Perennial Financial Services 10/05/18
Richard Hodge, Inc. Law Offices 06/06/14
Sabre Financial Services 04/21/16
Sentry Storage Properties Belleview 12/18/13
Shane Digiuseppe & Rodgers 04/17/12
The Resort on Cocoa Beach 07/15/14
The Trial Professionals, P.A. 03/21/16
Tile City & Stone 04/17/12
Travelstore 10/24/14
Tridant Solutions 12/01/17
Wish Sotheby's International Realty 08/16/12
Xenel 04/17/12
Zuber Lawler & Del Duca 03/07/13
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MUNICIPAL REFERENCE: CITY OF SAN FERNANDO (CSF)
Client Information
Client Name, Title, and Phone
Number:
City of San Fernando (CSF)
Nick Kimball, City Manager
Phone: 818.898.7307
Email: NKimball@SFCity.org
Period of Performance: 06/03/2019 – Present
Percentage of work performed: 100% - project ongoing
Total Project Cost: $123,400
Summary of work performed
In June of 2019, the CSF contracted SaalexIT to perform consulting services prior to launching our fully
MSP and cybersecurity services to the CSF. These services were performed over multiple meetings and
network assessments with the current department directors and leadership team supporting the CSF’s
infrastructure of 150 workstation and over 30 servers. SaalexIT performed systems audits, Cyber Risk
Assessments, network remediation, topography plans of CSF’s network infrastructure, and audited CSF’s
license and subscriptions within 20 working days. SaalexIT supports all seven (7) departments within the
CSF, which requires 24x7x365 support and 100 percent uptime.
Desktop Support
SaalexIT performs desktop support services for the CSF. We carry out routine maintenance for all
workstations in the CSF. The CSF benefits from SaalexIT’s ticketing system and remote monitoring and
management (RMM) to automate help desk services into a service level agreement-driven help desk (SLA).
We track each ticket from its initial input time and technician response.
Computer Operations
The CSF expects its servers to function 24 hours per day with minimal unplanned service interruptions
between 7:30 a.m. and 5:30 p.m. The CSF’s infrastructure is considered a Critical Infrastructure by federal
government standards. The CSF servers and network support Supervisory Control and Data Acquisition
(SCADA) systems that are used to pump water 24x7x365 to the residents of San Fernando, resulting in
monthly calls with FBI Cyber Watch that SaalexIT participates in to understand current and future cyber
threats. Additionally, the City’s Police Department (SFPD) can receive after-hours emergency support for
dispatch and other mission-critical services.
Security Administration Support
SaalexIT’s Customer Success team and IT team held one-hour interviews with each department to establish
a baseline of user access rights and standard configurations. SaalexIT is currently establishing CSF’s first
Change Management plan, Asset Management, Incident Management Plan (Cyber Event Planning) and
Identity Management plan. Each plan can be created, managed and audited for each active user in the CSF.
SaalexIT has audited every endpoint and network device to establish that they are active in the network, the
administration credentials have been changed and previous profiles removed. This change ensured all
previous vendors and employees no longer have access to the cloud services, network and devices.
Network Administration and Systems Support
The Network and Systems Support provides all the necessary network and system technical expertise to
allow the CSF’s systems and network operate efficiently and effectively. Network and systems staff hours
are normally 7:30 a.m. to 5:30 p.m., Monday through Friday. However, SaalexIT is expected to work after
hours and weekends as necessary to resolve problems, install updates, and perform testing so as not to affect
normal productivity within the CSF. During the consulting process, SaalexIT discovered the firewall, spam
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filter and access points lacked active licenses, leading to a significant security exposure. SaalexIT identified
existing cybersecurity risks and continues to work with the CSF to reinforce and enhance their security
posture.
Planning and Project Management
David Stills and Kevin Kehoe carried out the audit of system lifecycles, subscriptions and licensing. With
the enterprise experience, they were able to road map the upcoming year’s projects and identify
mismanaged licenses. This plan was used to create the budget for the 2019-2020 fiscal year and will be
further developed to establish a revised 2020-2021 budget.
Communication and Analysis
SaalexIT provides executive summary reports at the end of each month, delivering clear and concise
communications to ensure the end users have a full understanding of their status, answers to their questions
and emergency notifications. SaalexIT developed a list of emergency POCs for each department within the
city. This reduced notification fatigue by focusing only those departments that faced disruption from any
unplanned and planned maintenance windows.
Adherence to schedule and budget
SaalexIT was successful in carrying out a 40-hour consulting project and keeping the project on time and
within budget. Our Project Manager, Vernita Lane, and Sr. Customer Success Manager, Lawanna Perry,
managed the team, tracking all hours performed and providing bi-weekly updates to both the City and
internal team to help them direct resources to where they would be most effective.
MUNICIPAL REFERENCE: EARLY LEARNING COALITION OF ALACHUA COUNTY
Client Information
Client Name, Title, and Phone Number: Early Learning Coalition of Alachua County
(ELCAC)
Linda Goettsche, Operations Coordinator
Phone Number: 352.376.2570
Period of Performance: 07/01/2018 – Present
Percentage of work performed: 100% - project ongoing
Total Project Cost: $19,131
Summary of work performed
Desktop Support
SaalexIT is responsible for the 24/7 support of workstations, servers, switches, printers, routers and
firewalls. The services include Office 365 administration, anti-virus management, local backup
administration, local backup management and recovery, remote patch management, performance
monitoring, software installation, hardware upgrades, recovery, automated remote resolution of events, and
any additional on-site support as needed.
Computer Operations
SaalexIT ensures proper operation of the ELCAC’s networked computer system, equipment and related
network infrastructure located in two buildings within the ELCAC. Our responsibilities include providing
server, workstation, printer, switch and LAN management. We are also responsible for planning and
managing inventory, backup system and documentation for all systems and activity performed within their
environment. SaalexIT performs monthly inspections of the computer room to ensure the environment is
in a healthy working condition to include cleanliness, organization, and climate control to ensure equipment
health.
Security Administration Support
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SaalexIT’s methodology for Security Administration and Support for the Alachua County Early Learning
Coalition is based on industry best practices from both the NIST Cybersecurity Framework (from our
Federal Contracts) and the Center for Internet Security’s (CIS) Top 20 Critical Security Controls, ensuring
our customers receive the benefit of a holistic “defense-in-depth” approach. These foundational
cybersecurity tenets enable SaalexIT to implement industry-leading best practices for standards and
guidelines to manage cybersecurity-related risks.
Our Senior Technicians and Network Engineers leverage ConnectWise Asset Management, Logging,
Patching and Inventory tools to continually monitor, update, patch and detect cyber-attack activity against
in real-time, including all end points, network devices, firewalls, servers, access points, etc.
Added value for the Early Learning Coalition included our security risk and network assessment (SRA),
which uncovered outdated firewall technology that needed upgrading, as well as inadequate backup
throughput that was causing backups to fail (a security and business continuity risk). SaalexIT discovered
the security and network issues during onboarding. Over the next 30 days, SaalexIT organized a strategy to
remediate the issues while providing ELCAC ample time to budget for hardware and implementation.
Within the first 90 days of the contract, SaalexIT acquired and replaced the inadequate hardware while
maintaining business continuity. We also have identified and repulsed several hacking attempts, protecting
the sensitive data of the children and families that ELCAC serves.
Network Administration and Systems Support
Since ELCAC selected SaalexIT, we have countered multiple hacking attempts from outside threats,
increased processing performance on the primary server by 400 percent, and identified and removed
abandoned software by multiple previous solution providers. Additionally, SaalexIT provides two (2) hours
of monthly on-site services.
Planning and Project Management
ELCAC, while a cost-conscious non-profit agency, is treated by SaalexIT as a strategic partner. As part of
our Customer Success engagement strategy, we conduct Quarterly Business Reviews (QBRs) with ELCAC
staff, where all stakeholders and decision makers are updated on new information technology
developments, security, business continuity, budget plans and projects for the fiscal year. Additionally, we
are helping ELCAC to improve their project management function through implementation of an Enterprise
SharePoint platform.
Communication and Analysis
SaalexIT participates collaboratively with various ELCAC departments to fulfill service needs with the
ELCAC operations coordinator. Additionally, SaalexIT provides monthly summary reports of systems
health and patch management. Finally, our SaalexIT IT Director performs a quarterly review of the
environment to ensure compliance, security and optimum performance. This analysis is then reviewed with
ELCAC’s executive management to make recommendations for future improvements, purchasing and
technology upgrades.
Adherence to schedule and budget
SaalexIT adheres to our response and resolution time frames established in our SLA with the ELCAC and
has performed our IT Managed Services within budget.
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PRIVATE SECTOR REFERENCE: ZUBER LAWLER DEL DUCA LLC (ZLD)
Client Information
Client Name, Title, and Phone
Number:
Zuber Lawler Del Duca LLC (ZLD)
Chelsea Watson, Tech Coordinator
Phone Number: 213.596.5620
Period of Performance: 03/07/2013 – Present
Percentage of work
performed:
100% - project ongoing
Total Project Cost: $210,854
Summary of work performed
SaalexIT provides ZLD with the following: 24/7 desktop care for 112 managed computers, hardware and
software audits, performance and preventative maintenance reports, LogMeIn remote control patch
management and monitoring, web-based management portal, desktop performance monitoring,
administrative scripting, policy management, client communicator with self-help center, anti-virus
management, Web-Root anti-virus software, Malwarebytes anti-malware software, virus and malware
removal, mobile device support, administrative tasks, and software installations.
Desktop Support
Although most issues are resolved automatically through our RMM software, on occasions where an actual
technician is needed, SaalexIT experts respond within two hours to requests. ZLD benefits from immediate
response help desk support 24 hours a day, seven days a week, a dedicated dial-in number for very important
persons (VIPs), and the ability to schedule same day on-site support for emergencies and next day on-site
support for non-critical issues.
Computer Operations
To minimize cost for ZLD, SaalexIT relies on a combination of automated tools and human interface to
ensure continuity of operations. SaalexIT uses a Syslog server to record all critical events on high-priority
systems such as firewalls and mission critical servers. This logging system provides over 100
comprehensive reports and includes a dashboard to easily spot trends.
SaalexIT also manages ZLD’s hardware/software inventory, operational documentation (how-to guides),
and an operational activity log that ensure ZLD maintains compliance with all of its regulatory needs as
well as helping with budgeting processes.
Finally, since the controlled server room is accessed by other vendors (e.g., telephone, internet, security,
video surveillance), SaalexIT performs an on-site physical inspection semi-annually to ensure racks,
equipment and devices are in good working condition.
ZLD uses Datto as an off-site backup appliance. Datto completes a local backup before moving off-site.
SaalexIT backs up their server prior to performing maintenance or upgrades.
Security Administration Support
Our methodology for the Zuber, Lawler, Del Duca law firm’s Security Administration and Support is based
on industry best practices from both the NIST Cybersecurity Framework (from our federal contracts) and
the CIS’s Top 20 Critical Security Controls, ensuring our customers receive the benefit of a holistic
‘defense-in-depth’ approach. These foundational cybersecurity tenets enable SaalexIT to implement
industry-leading best practices for standards and guidelines to manage cybersecurity-related risks for ZLD.
Our Senior Technicians and Network Engineers leverage ConnectWise Asset Management, Logging,
Patching and Inventory tools to continually monitor, update, patch and detect cyber-attack activity in real-
time, including all end points, firewalls, servers, access points and other network devices.
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In addition, to protecting highly sensitive client material and trade secret data, SaalexIT implemented next-
gen cybersecurity technology from WatchGuard (Total Security) and Sitelock to prevent Denial of Service
Attacks (DDoS) with Intrusion Prevention (IPS) and Data Loss Prevention (DLP). SaalexIT then layered
over their network SIEM coupled with our Network Operations Center Team to identify, protect, detect,
respond and recover from cyber incidents, giving ZLD peace of mind in knowing that their network, client
data, intellectual property and other assets are protected 24/7/365. Our team has developed processes and
implemented tools to provide continuous protection at the individual and network level for Zuber’s
hundreds of attorneys and consultants across North America. These processes and tools have helped to
successfully thwart Distributed Denial of Service (DDoS) attacks against Zuber’s network recently from
overseas, among many others.
Network and Systems Support
SaalexIT provides security management for ZLD in the form of firewall management, anti-virus, anti-
malware, and perimeter monitoring. We also set up and manage their virtual private networks (VPN) via
Secure Socket Layer (SSL) or Internet Protocol Security (IPsec). We recently assisted with a high-profile
security project involving secure connections to financial institutions, as well as setting up encrypted email
services. The project was successful and ZLD was satisfied with the results.
SaalexIT provides ZLD with all levels of support, including setting up SSL connections between the law
firm and some of their enterprise clients to maintain compliance. We have also integrated a third-party
SPAM/spooling service using Transport Layer Security to send/receive connectors. In addition, we manage
and renew SSL certificates for their many clients and domains.
Planning and Project Management
Zuber’s IT Committee considers SaalexIT to be a strategic resource and is highly engaged in weekly IT
status calls. This relationship enables SaalexIT to be embedded in the most critical technology business
issues that ZLD has prioritized – from cybersecurity to software upgrades, to office moves to improving
workflows and user experience for its 150+ employees.
As part of our Customer Success engagement strategy, ZLD also continues to be part of our QBR where all
stakeholders and decision makers are updated on information technology, security, business continuity and
budget plans and projects for the fiscal year. Additionally, we are helping ZLD to improve their case
management workflows through implementation of Litera, a cloud-based legal workflow application.
Communication and Analysis
ZLD conducts weekly team meetings to review ongoing projects, tasks and high-priority issues. As their
trusted IT partner, SaalexIT is included in these meetings. ZLD involves us in the early planning stages of
projects, such as office moves or acquisitions, and welcomes our insight on decisions from an IT
perspective.
Adherence to schedule and budget
As a growing organization, ZLD has aggressive timelines on projects in order to meet their client’s needs.
SaalexIT has repeatedly delivered on these timelines on schedule and within budget, including projects that
required third-party vendors. SaalexIT has completed numerous projects for ZLD since 2013. SaalexIT
offers strong project management support and exceptional financial oversight to help ZLD meet their goals.
As a result, we have become an integral part of the law firm.
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PRIVATE SECTOR REFERENCE: THE TRIAL PROFESSIONALS (TRIALPRO)
Client Information
Client Name, Title and Phone
Number:
The Trial Professionals (TrialPro)
Lewis Aguirre, Information Technology Manager
Phone Number: 800.874.2577
Period of Performance: 03/21/2016 – Present
Percentage of work performed: 100% and ongoing
Total Project Cost: $69,650
Summary of work performed
SaalexIT assisted legal services firm The Trial Professionals (TrialPro) by assuming end-to-end network
and IT asset configuration control, modernizing the system, and establishing a baseline for their IT
infrastructure. Leveraging our team of dedicated technicians, SaalexIT was able to improve their users’
customer service experience and provide a stable, efficient network.
Additionally, when TrialPro relocated to a larger office, SaalexIT analyzed their work methods and the data
storage and distribution requirements, developed a tailored network architecture that improved their data
management and overall systems reliability, and ensured they remained operationally efficient. We installed
the system, monitored its operation to ensure the transition was smooth and subsequently performed a risk
assessment analysis to ensure that the system was not vulnerable from a cybersecurity perspective.
Additionally, we engineered cabling for the new office and moved all workstations, servers and network
equipment over one weekend. This resulted in only four (4) hours of down time, as opposed to the expected
48 hours, all while ensuring that the law firm and their clients’ information remained privileged. Today,
our relationship with TrialPro continues to expand and we now provide them with managed IT services,
help desk support, remote server administration and network support.
Desktop Support
SaalexIT provides all Microsoft updates to the seven (7) servers in TrialPros’ infrastructure. These include
Microsoft Exchange and Structured Query Language (SQL) updates. To eliminate any disruptions in the
practice, we performed the updates after-hours in accordance with a monthly schedule that best fits TrialPro.
With our RMM tool, we customize when and what patches are applied. This approach provides the client
with the most up-to-date security patches and performance enhancements to their system.
Computer Operations
TrialPro benefits from the 24/7 monitoring that SaalexIT offers.
SaalexIT conducted an assessment of TrialPros’ network, and we determined that a reliable off-site backup
was required to ensure data integrity through a combination of archiving and reconciliation. Since we are a
Veeam authorized reseller, we developed and provided them with a Veeam solution utilizing local on-site
backup that replicates to our off-site data center built within the Satcom Direct worldwide data center.
As part of assuming total system responsibility for the TrialPro system, we conducted a hardware/software
configuration audit and licensing survey. We assumed responsibility for licensing, ensuring that the updated
configuration was properly documented, and that all relevant licenses were current. When
hardware/software was found to be out of date, issues were resolved. SaalexIT also advised TrialPro where
licenses could be effectively terminated, thereby saving operational costs.
Security Administration Support
SaalexIT’s methodology for TrialPros’ Security Administration and Support is based on industry best
practices from both the NIST Cybersecurity Framework (from our Federal Contracts) and the CIS’s Top
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20 Critical Security Controls, ensuring our customers receive the benefit of a holistic “defense-in-depth”
approach.
Our technicians and network engineers leverage ConnectWise Asset Management, Logging, Patching and
Inventory tools to continually monitor, update, patch and detect cyber-attack activity in real-time, including
all end points, network devices, firewalls, servers, access points, etc.
TrialPros’ core business – Personal Injury Law – requires their business to use best practices to protect
highly sensitive client material with Protected Health Information (ePHI). SaalexIT implemented next-gen
cybersecurity technology from WatchGuard, IPS, DLP and SIEM. Coupled with our Network Operations
Center Team, we identify, protect, detect, respond and recover from cyber incidents, giving the TrialPros
peace of mind in knowing that their network, client data, intellectual property and other assets are protected
24/7/365. Furthermore, we have implemented user-centric email protection, including AppRiver (spam
filter, impersonation prevention), Web Blocker, Spam Blocker (in Firewall) to provide deep defense layers
for their 50 employees at locations in Orlando, Naples, Ft. Meyers and Melbourne, Florida. Our team are
also experts in managing user access and roles for TrialPros’ distributed attorney workforce and consultants
across Florida.
Since taking TrialPros on as a customer in 2016 shortly after they had suffered a ransomware attack,
SaalexIT has successfully thwarted multiple attempted hacking and cyber-attacks. A final value add
SaalexIT has contributed is a very robust Disaster Recovery and Business Continuity (DR/BC) Plan, which
includes full backups of critical corporate data to the cloud using OmniCloud (appliance). This is very
critical in the hurricane-prone Florida area.
Network and Systems Support
As part of our initial system assessment, we discovered that the TrialPro system had several security issues
that could be exploited to compromise their operations and their client’s data. The risks discovered included
open ports, expired filter subscriptions, and low-level VPN encryption. SaalexIT upgraded their firmware,
transitioned their VPN to IPsec, and renewed their filtering subscription, providing TrialPro with much
stronger security for their organization.
SaalexIT is responsible for account management of the active directory, exchanges and their proprietary
systems. This gives TrialPro the assurance that all necessary applications, security and system access is
done correctly.
Planning and Project Management
Trial Pro’s Operations Director and IT Manager work hand in hand with SaalexIT in daily operations –
from on-boarding of new employee workflow to security, strategic budgeting and operational issues
impacting their business. SaalexIT is considered a strategic resource for this team, as well. We are involved
in annual budget planning and IT refresh cycles so that TrialPros can have a predictable IT spend that also
best aligns with their business SLAs.
As part of our Customer Success engagement strategy, Trial Pros also continues to be part of our QBRs
where their Operations and IT decision makers are updated on information technology, security, business
continuity and budget plans and projects for the fiscal year.
We are working closely with TrialPros this year to migrate their exchange to a private cloud and optimize
their DR/BC plan – both major projects that were planned and budgeted for in FY 19.
Communication and Analysis
SaalexIT performs quarterly account reviews with TrialPro. We also prepare executive reports on invoicing,
service, future projects and budgeting for quarterly meetings. These meetings are invaluable to TrialPro
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and SaalexIT in aligning technical efforts with their business operations. SaalexIT also provides TrialPro
with an online portal to see and manage real-time activity.
Adherence to schedule and budget
SaalexIT adheres to the response and resolution time frames established in our SLA with TrialPro and has
performed our MSP services within budget.
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4.0 SECTION 4 – WORK PLAN
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 7:00a.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 will occasionally work outside of their scheduled hours as
requested by the City.
SaalexIT will be providing a full-time technician, Mr. Jae Jeon, who will be available to work according to
the City’s 4-10 schedule, with on-site coverage on Monday through Thursday from the hours of 7:00am to
6:00pm. SaalexIT acknowledges that the technician will periodically be required to work on Fridays to
perform scheduled maintenance functions and projects that require system downtime, and occasionally
outside of scheduled hours. The on-site SaalexIT technician will be a resource that will perform on-site
support and service functions which will be backed up by our Help Desk team, as well as our Chief
Information Security Officer (CISO) and VCTO. The on-site technician will be capable of providing
immediate hands-on assistance with technical issues, as well as support for projects that would typically be
out of scope for a remote managed IT service, such as decommissioning of aging IT hardware, and
installation, configuration and setup of new servers, firewalls, desktops/laptops and other devices.
Contractor to provide adequate backup staffing resource to address major and
immediate problems, staffing irregularities, and planned upgrades.
SaalexIT will leverage its U.S-based personnel to respond to service requests, to aid and open the on-site
technician’s availability, to meet surge demands such as system migrations and upgrades, and to make
progress in any infrastructure or networking issues that require high priority in-person attention. The
SaalexIT Technical Support team is staffed with highly capable technicians operating out of our NOCs in
Camarillo, CA and Rockledge, FL. With Help Desk teams based on both coasts, we are able to provide our
clients around-the-clock support with a high-level of redundancy that helps ensure SaalexIT’s technical
support is continuously available to respond to customers, even in irregular circumstances, including natural
disasters, power outages, and other situations that may impact our operations in any one of our locations.
Contractor to develop backup plans and procedural documentation for active servers
and digitally archive.
SaalexIT will work with the City’s IT Services POC to create and document a backup and recovery plan
for any active City servers that will address both data redundancy and system security. The backup plan
will cover backup schedules, recovery time objectives, retention policies and priorities, on-site/off-site
media information and procedures to test and verify the integrity of backups.
Contractor to provide a 24x7 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.
SaalexIT will provide the City of Rosemead a 24x7 support hotline that designated personnel will be able
to call for after-hours emergency support. Should the City of Rosemead call our emergency response
number, or if we are alerted through our systems, we will immediately troubleshoot the issue and share
further details with City officials. We will communicate the details of the problem to the City and make all
efforts to resolve the issue remotely. If we determine that on-site support is needed, or if the City request
on-site assistance, we will dispatch a technician immediately and ensure an arrival on-site within two (2)
hours. If additional services or parts are needed, we will reach out to the City for approval. The process that
SaalexIT follows in handling after-hours emergencies is illustrated below (Figure 1).
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SaalexIT customizes its after-hours response for all network events based on individual customer’s needs.
For example, some clients prefer incidents be managed with the least amount of interaction on their part
and only require an email notification about the incidents for their review. Other clients prefer to be part of
decision-making process while remediating the incident(s). SaalexIT will accommodate the City of
Rosemead with whatever approach is preferred and best suits the City’s needs.
Figure 1 - SaalexIT Emergency Response Process
The hourly rate SaalexIT will charge the City of Rosemead for after-hours support will be $105 for the first
year, and there will be a minimum of two (2) hours billed.
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.
SaalexIT will provide the City of Rosemead account management support through our designated Customer
Success Manager, Mr. Stephen Blazejewski. Our Customer Success Manager will partner with the City of
Rosemead to ensure SaalexIT engineers continue to deliver informed service and hardware
recommendations based upon our knowledge of the City’s IT environment. The SaalexIT Customer Success
Manager is committed to the delivery of trustworthy and knowledgeable service, allowing the City to
effectively and efficiently meet its IT goals and better serve the public interest.
The Customer Success Manager will support the City through a range of services, beginning with the
SaalexIT onboarding process. The onboarding process will ensure a comprehensive and smooth transition
while securing all pertinent credentials necessary to carry out the contract. This will include completing a
discovery questionnaire, obtaining hardware/software inventory, and internet service provider (ISP) login
credentials, completing a scope of work, providing comprehensive support during the onboarding period,
and finalizing a Master Service Agreement.
Additional services provided by our Customer Success Manager will include preparing monthly schedules
for SaalexIT technicians to perform support tasks during the City’s contracted hours, scheduling personnel
to cover emergency call-outs, overseeing and coordinating the monthly service invoicing process, and
scheduling monthly meetings with the City IT Services POC. The Customer Success Manager will also
plan and coordinate a 30/60/90-day account review during the onboarding period, as well as quarterly
executive reviews to ensure SaalexIT’s technical roadmap continues to align with City goals. Throughout
the contract, our Customer Success Manager will document City priorities and communicate these to our
IT Sales and Engineering departments while maintaining exemplary customer service support through our
IT Help Desk to ensure all issues are resolved quickly and completely.
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.
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Upon request by the City or determination by SaalexIT personnel, we will provide basic computer training
to the users. This may include, but not limited to, instructions on how to power up, login and shut down
their desktop/laptop devices, set up or configure network access utilities and VPNs, connect to wired or
wireless networks, install and uninstall applications, enable or disable e-mail features including plug-ins,
connect to printers and other network attached devices, configure Remote Desktop web access, manage
files and file systems, and other basic user functions. In addition, SaalexIT will provide user training to
keep City staff up to date with best practices around Cybersecurity, including knowing when they have
been compromised, when to notify the IT team about a suspicious issue, how to spot exploits, business best
practices when transmitting payments requests/transfers and sensitive data, and other valuable information.
SaalexIT has a robust security-training platform that provides customized security awareness training,
simulated phishing campaigns, detailed security policies, and thorough security risk assessments, all
through a single client-branded portal. Upon completion, we will be able to audit user training to track
individual employee compliance.
Provide timely, professional and effective services, work harmoniously with 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.
SaalexIT will provide the City of Rosemead with professional, best-in-class technology services. We
understand the City’s desire to have a managed IT services vendor that is not only proficient at
administering the City’s IT infrastructure and providing preventive maintenance and proactive support
services, but a partner that is able to work effectively with City staff and other City contractors in a
collaborative fashion. We are strong advocates of maintaining transparency in our day to day
communications with our clients. Accordingly, we will conduct regular meetings with City officials where
we will discuss outstanding issues, status of projects, detailed reports on service tickets that have been
opened, closed or unresolved, and the general health of the City’s network and IT infrastructure.
Additionally, SaalexIT’s is including three (3) hours of monthly VCTO service in our proposed solution
for the City of Rosemead. The VCTO will analyze the current IT environment, business automations, and
processes to help establish the technology vision and roadmap for the City. The VCTO will lead all aspects
of technology development, according to the City’s strategic direction, by advising on processes, policies,
budgets, and strategic IT plans to further business goals and growth objectives. Specific responsibilities of
the VCTO include leading the strategy for technology platforms, establishing technical standards, ensuring
adherence, and collaborating with the executive team to assess and recommend solutions in support of the
City of Rosemead’s business and compliance requirements.
Provide enforcement of all City policies relating to the use of information technology
resources.
Under our proposed VCTO services described in Section 4.1.1.7, SaalexIT will create procedures to enforce
policies related to the use of the City’s information technology resources. Examples include policies
concerning security, such as compliance with frequency of password resets, complexity of passwords,
methods and locations for password storage, screen locking after multiple unsuccessful login attempts,
group policies governing user access to systems and data, browsing of unauthorized or insecure web sites,
external e-mail filtering, connectivity of personal devices such as portable flash drives to City-owned
computers and networks, and deletion of user access rights for terminated employees. With our
ConnectWise RMM tools, SaalexIT will be able to monitor the City’s technology infrastructure and be
automatically alerted to any activities or events that are not compliant with the City’s IT usage policies.
Provide quarterly hardware inventory reporting and proper and legal electronic
disposal of surplus electronic equipment.
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SaalexIT technicians will use our RMM system, ConnectWise, to
perform quarterly scans of the City of Rosemead’s network to
identify every connected device. Each device found during the
scan will be manually identified and logged. We will also identify
the age, condition and life expectancy of the equipment in our
assessment. SaalexIT will generate reports detailing the results of our scans and we will share those with
the City. Our reports will also include recommendations on equipment that should be replaced to optimize
the City’s network performance and we will develop a replacement schedule that is best suited to the City.
SaalexIT will ensure that all retired or surplus servers, workstations, laptops and other electronic equipment
that contain sensitive information will be properly decommissioned from the network. Upon removal, with
the City’s approval, SaalexIT will properly dispose of and/or destroy the hardware in accordance with any
applicable compliance requirements. SaalexIT follows NIST 800-88 hard drive destruction guidelines to
remove all potential recoverability of data from decommissioned devices
Conduct an IT audit within the first 30 days of hire and draft an IT Business Plan
within the first 60 days of hire.
SaalexIT will conduct an audit of the City’s IT environment within the first 30 days of hire that will include
establishing a technical baseline of systems, inventorying all hardware and software, conducting a usage
assessment, working with the City to define growth requirements and goals, running a Cyber-risk
assessment to identify any active security vulnerabilities, and developing a roadmap for success.
As part of our onboarding process, SaalexIT will draft a business plan within the first 60 days of contract
award. This plan will be based on our Network Assessment, Risk Analysis, Stakeholder Interviews and a
Technical Review of physical equipment and software applications. Once all the information has been
gathered, an Action Plan will be created. The plan will be reviewed with City officials and compared to the
City’s goals to ensure proper alignment. This plan will also include a strategy for updating any aging
infrastructure.
DESKTOP SUPPORT
4.2.1 Provide Help Desk support for problem resolution and requests for installations
and upgrades. Requests may be received in-person, via telephone, or email.
SaalexIT technicians will assist the City of Rosemead with Help Desk support remotely between the hours
of 5:00 a.m. and 5:00 p.m. Pacific time, Monday through Friday, for operating systems (OS), hardware,
applications, tablet and mobile support, email, virus and malware removal, and IT issues at all levels.
SaalexIT will leverage its East- and West-coast personnel to respond to service requests. When a City user
has an issue, they will be able to create a ticket via the SaalexIT web portal, by emailing
techsupport@SaalexIT.com, by calling the SaalexIT Help Desk, or by notifying the on-site SaalexIT
technician in-person. Once a ticket has been created, it will be automatically routed to a SaalexIT technician
SaalexIT’s Help Desk will respond to remote service requests from City staff within one (1) hour of a
service ticket being submitted. Our goal is to resolve basic technical issues within four (4) hours or less.
SaalexIT will use analytics to ensure compliance with the City’s SLA (Figure 2). The Help Desk will be
sending daily reports to the IT team, which SaalexIT Management will review to identify any tickets with
aging status.
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Figure 2 - Sample screenshot of service level agreement statistics
SaalexIT’s Help Desk team is capable of resolving most issues (over 95%) and performing routine
maintenance remotely using our RMM software, all while maintaining a 98% Customer Satisfaction Rating
(CSAT). We will notify or assign the on-site technicians and/or work with the City of Rosemead’s POC
when the resolution requires performing work at the City’s facilities. All activity, changes and procedures
will be documented and logged for accuracy and auditing purposes.
SaalexIT also engages industry partners, such as Microsoft, VMware and Dell to help resolve complex
technical issues (Figure 3). SaalexIT will track and document work and time for each City ticket to
completion.
Lastly, we will generate surveys following work completion, which will be based on predetermined metrics,
and we will distribute them upon request from the City. SaalexIT provides the customer’s data in a variety
of formats and mediums, including the status, availability and operation of systems or components of the
IT environment.
Figure 3 - SaalexIT maintains successful partnerships with its hardware and software vendors.
4.2.2 Respond to client/caller with resolution/diagnosis according to prioritization.
SaalexIT Help Desk technicians will be responsible for responding to and resolving tickets in accordance
with the agreed-to service levels. Once a task has been completed, the associated ticket will be closed and
archived in a repository. Deputy Director of IT, Mr. Kevin Kehoe, will prioritize tickets that must be
resolved on-site in accordance with the City’s prioritization guidelines, and will leverage additional
SaalexIT technical staff to assist with any remaining tickets that can be worked on remotely.
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The escalation process that SaalexIT follows for service requests is illustrated below (Table 2).
Table 2 - SaalexIT Tier 1-4 Support
Level Description
Tier 1
All support incidents begin in Tier 1. This is where the initial trouble ticket is created, the
issue is identified and clearly documented, and basic hardware/software troubleshooting is
initiated. Common Tier 1 issues include password resets, printer connectivity issues and basic
email and desktop issues.
Tier 2
All support incidents that cannot be resolved with Tier 1 support are escalated to Tier 2, where
more complex support on hardware/software or intermediate network issues can be provided
by more experienced specialists.
Tier 3
Support incidents that cannot be resolved by Tier 2 support are escalated to Tier 3 where
support is provided by the most qualified and experienced specialists who have the ability to
collaborate with third-party vendor support personnel. Examples include internet issues, Line
of Business (critical) application upgrades and critical network issues.
Tier 4
Support incidents that involve items outside SaalexIT’s control may need to be escalated to
Tier 4, where support from another organization is required. SaalexIT will request such
assistance and monitor the request for implementation. This is also the tier that performs
engineering, complex network and cloud services. Examples include major infrastructure
upgrades, engineering and large-scale projects
4.2.3 Communicate with users on a non-technical level.
Our Support Team will keep callers fully apprised of problem status and resolution via our ticketing email
service in plain, easy to understand language. SaalexIT Technicians follow the standard operating
procedure (SOP) of notifying clients when they are available to remotely work on a workstation, be it on-
site or in conference.
• If the ticket can be immediately handed off, SaalexIT’s dispatchers will do a warm handoff when
the user places the ticket on the phone and is transferred to the technician. The user’s issue is
disclosed by the dispatcher to the technician to ensure time is not lost in transition.
• If a ticket is opened by email or through the portal, the technician will call the user directly unless
otherwise directed to contact them during a specific time. If a specific time is requested, the
technician will create a future calendar invite to confirm the appointment with the user. Once the
technician makes contact at the time of the repair or troubleshooting, they will acquire verbal
confirmation from the user that the technician can gain remote access to the workstation or server
using our ScreenConnect tool.
• If an appointment cannot be met, the technician must provide prior warning and notify the user of
a designated time that a new appointment can be arranged. This confirmation will be placed over
the phone, and if not answered, the technician will leave voicemail and email the user so the
appointment can be rescheduled.
• If a technician is to work on a ticket, a work status shall be provided every time the ticket is picked
up by a technician. When a work status is updated, an automated email will be sent to the user
stating the work performed and the current status of the ticket (i.e., pending, transferred, closed or
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escalated). For large-scale projects, SaalexIT sets up scheduled meetings on a weekly, monthly, or
quarterly basis depending on the scale of the project and/or by request of the user. SaalexIT also
offers a customer portal where the City will be able to review tickets and corresponding statuses.
The City will also be able to open tickets through the portal and review notations of how the work
was performed and what resolutions were provided.
• Once work is completed and the technician verifies the resolution, the user is offered a time to test
the environment and confirm that the resolution has been reached.
4.2.4 Utilize a tracking system to track and monitor the status of Help Desk requests
and to generate monthly reports of Help Desk activity.
SaalexIT uses ConnectWise Manage as a Customer Relationship Management (CRM) and service ticket
management system. ConnectWise Manage is a top tier, end-to-end business process automation platform
that enables our Help Desk to efficiently track, monitor and manage service tickets and streamline
workflows. SaalexIT will provide a portal that authorized City users will be able to access to check the
statuses of tickets and read details on the performing technician(s) time entries, actual work performed, and
percentage of completion rate. All tickets from phone calls, email, or on-site requests are cataloged and
archived for City’s access at any time.
We provide weekly and monthly reports of all tickets, which include the date and time each ticket was
opened, a description of the problem, resolution of the problem, and the time and date the ticket was closed.
SaalexIT supplies every customer with a web portal where ticket status and network operations reports can
be viewed in real-time.
4.2.5 Assist designated City personnel with hardware and software purchases as
needed and assist with warranty and other technical support.
SaalexIT will work with designated City personnel to plan the procurement and installation of IT
infrastructure, including generating hardware specifications to meet the City’s computing requirements,
and managing the setup, configuration and installation of new servers, storage, networking, endpoints and
other IT devices. SaalexIT will assign a Systems Administrator (Engineer) to oversee the City’s technical
infrastructure. This Engineer will review all technical purchase requests to ensure compatibility and
alignment with the City’s long-range strategy.
Additionally, SaalexIT has a dedicated procurement department that works closely with clients and vendors
to ensure the best pricing and delivery options are provided for the products needed. Our procurement
department will provide logistics and procurement services to leverage the City’s enterprise pricing if
applicable, or SaalexIT will offer the City favorable pricing when possible through its partnerships with
major hardware and software suppliers, such as Dell, HP and Microsoft.
SaalexIT is an authorized Dell and HP partner and our technicians are highly skilled in troubleshooting
technical issues with desktops, laptops, servers, and associated computing equipment from these
manufacturers. When the City has an issue with poorly performing or non-functioning computing systems,
the SaalexIT Technical Support team will perform remote troubleshooting procedures to isolate the problem
and make every attempt to remediate the issue while minimizing downtime and impact to the user’s
productivity. If the problem is determined to be a result of faulty hardware, SaalexIT will coordinate with
the manufacturer and the on-site City contact to effect warranty repairs or replacement.
COMPUTER OPERATIONS
4.3.1 Review of all process logs for normal execution and performance.
SaalexIT technicians will utilize our ConnectWise RMM tool to continuously monitor the execution and
performance characteristics of the City’s IT infrastructure. We will routinely analyze all process logs and
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look for trends such as repeat failures, predictive failures and thresholds. Once our technicians have
performed their analysis, the results will be shared with our Customer Success Manager, who will prepare
an executive level report of our findings in an easy to read format. The report will then be sent via a secure
email to the City and, if requested, a meeting arranged with a technician and our Customer Success Manager
to review the results with the City. This will ensure the City is advised on what actions are needed to keep
the City’s systems operating at the optimal level of performance and execution.
SaalexIT will also provide the City with monthly Executive Reports that will outline system health,
maintenance activities and patch statuses for each device. The City can use these reports to plan for
hardware or software refresh cycles and gain insight to any critical issues that affect the users’ productivity.
4.3.2 Review of security logs for unusual activity.
SaalexIT uses the ConnectWise RMM tool to facilitate real-time reporting from servers and workstations
and to actively monitor for any unusual network or infrastructure activity. The system will log and send
notifications to the on-call technician to verify any reported incident. The on-call technician will
characterize the threat and contact the City of Rosemead’s POC with a recommendation for emergency
response. At the same time, SaalexIT will begin taking additional steps to resolve the matter.
Once the matter has be resolved, an incident report will be generated with the following information:
• Technical Involvement
• Remediation actions taken
• Personnel (client) involved
• Type of incident
• Systems affected
• Length of time the affected system was inoperable
• Time the incident occurred
• Time it was closed
• If not resolved, why not?
4.3.3 Ensure scheduled preventive maintenance.
SaalexIT performs scheduled preventive maintenance functions after-hours, such as network and device
configuration changes, patches, reboots and software updates. These maintenance functions will be
performed after-hours in accordance with a monthly schedule that best fits the City of Rosemead. SaalexIT
will require a daily service window outside of City’s business hours to complete various on-site or remote
tasks such as, but not limited to, network audits, scans, backups and other planned or unplanned services to
the managed infrastructure. Unless otherwise requested by the City, this Service Window will be between
the hours 6:00 p.m. and 6:00 a.m. Pacific time Monday through Friday and all day on weekends.
4.3.4 Monitor server performance and capacity management services.
SaalexIT’s RMM tool will monitor the execution and performance of the City’s servers, desktops and
networking infrastructure 24/7/365, and any abnormalities will be immediately escalated for our technicians
to resolve. The City of Rosemead will be provided access to the SaalexIT client web portal where authorized
personnel will be able to check network status, operations status and the status of any open tickets. At any
time on any day, authorized personnel will have visibility to the performance and execution status of the
City’s IT environment in real time.
4.3.5 Performing backups, backup rotations and restores of all systems, servers,
network equipment.
SaalexIT supports industry leading backup solutions such as Acronis Cloud, Datto and Veeam. SaalexIT
can provide both on-premise and Cloud-based backup solutions. We currently support clients on various
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Cloud storage platforms, including Google, Amazon, Microsoft and DropBox. The backup plan that we
will implement for the City will include backup schedules, retention policies, restoration priorities for all
systems, servers and networking equipment, alternate connectivity options, and procedures to test and
verify that backups are running correctly. We will monitor backups daily and remediate any issues as
necessary. We will routinely review backup plans with the City and changes will be implemented and
documented accordingly.
SaalexIT will assist the City with disaster preparedness and contingency planning by recommending custom
solutions, including Continuity of Operations and Disaster Recovery plans that ensure data redundancy and
system security. During the onboarding process, SaalexIT will conduct a disaster recovery assessment for
the City and determine a risk score. The score that is calculated will help us determine the level of risk the
City is exposed to, should a significant outage or complete loss of data and processes occur.
4.3.6 Maintenance of network activity records and reports.
SaalexIT will leverage the monitoring, recording and reporting capabilities of the City’s firewall devices to
generate detailed reports of the City’s network activity. Our technicians are experienced at working with
the monitoring and reporting capabilities of firewall appliances from leading manufacturers, such as
WatchGuard and Cisco. These tools will enable SaalexIT to provide the City reports detailing network
usage, blocked threats such as malware, intrusion attacks, and Botnet sites, statistics on access by clients
inside and outside the network, metrics on network traffic generated by clients, applications and mobile
devices, and more. SaalexIT will also periodically conduct network assessments for the City using our
RapidFire tools, which can uncover and report network threats such as inactive computers that may need
to be removed from the Active Directory, a lack of redundant domain controllers, potential disk space
issues, inactive listening ports, inactive user logins and other details like current internet upload and
download speeds.
4.3.7 Monitoring and reporting status of servers.
With our proactive server management approach, SaalexIT will remotely monitor and remediate issues
before they cause system outages or security risks. SaalexIT has managed both Windows Virtual and
Physical Servers environments for the past 19 years, providing support, proactive monitoring and remote
management for clients in various industries. Our refined processes and procedures allow us to operate and
report effectively on Active Directory, transmission control protocol/internet protocol (TCP/IP), domain
name system (DNS), dynamic host configuration protocol (DHCP), group policies, and many other features
or roles of Windows servers. More advanced active directory features such as multi-level domains, multi-
site, and multi-forest configurations are handled by our senior-level technicians.
SaalexIT conducts automated inventories of real property installed equipment on a frequent and scheduled
basis or as deemed necessary by the City. On a day-to-day basis, SaalexIT monitors all servers, scanning
for the following:
• Computers spending an excess of 90 percent of time processing interrupts
• Free space on any logical disk (1000MB) samples
• Available memory
• Server health statistics for specific servers
• Processor time greater than 95 percent
Additionally, SaalexIT will provide the City with a variety of options for server and systems administration,
including proactive server management and project-based work. With project-based work, SaalexIT can
help the City with design, project management, implementation and Testing/Quality Control for Windows
Server Active Directory or Virtualization projects.
The list below contains typical examples of Windows Servers tasks we have undertaken:
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• Carrying out server upgrades and migrations
• Providing health statistics for specific servers
• Rebooting servers and machines to ensure installed patches have been applied, and to free up
resources that may have been locked by the system
• Authenticating and authorizing users and computers in Windows domain-type networks,
including assisting users with password resets
SaalexIT will maintain the City’s facilities and equipment in a state of good repair to ensure their continued
availability for their intended purposes.
4.3.8 Monitoring and reporting on status of network.
SaalexIT uses ConnectWise Automate, an industry-leading RMM tool, to provide in-depth information on
all network-attached devices, including servers, storage (SAN, NAS), workstations, routers, and switches.
With this tool, we can monitor the availability and reliability of all systems attached to the network, the
network traffic load and performance, and the capacity and utilization of attached storage devices. Our
RMM tool can generate detailed health reports, receive alerts and alarms of current and pending system
failures, and connect remotely to resolve issues.
4.3.9 Logging of network activities and events.
SaalexIT will log, organize and create status reports on all network activity and events. We use
ConnectWise Automate to monitor and log all network activity including data, video, and voice over IP
(VoIP) traffic, in addition to the general health of network devices, such as firewalls, routers, switches,
gateways, wireless access points and other devices. In addition to logging network activity and events,
SaalexIT will provide SIEM logging and SOC monitoring 24x7x365 of the City’s firewalls. The SIEM/SOC
service will enable SaalexIT to monitor the City’s firewalls and to audit irregular network activity and
events against known weaknesses and potential security risks.
4.3.10 Checking on versions of software that require updates.
SaalexIT will use ConnectWise Automate to manage the City’s software inventory. ConnectWise Automate
will enable SaalexIT technicians to stay informed of applicable software updates and we will advise the
City’s POC on any pending releases. SaalexIT has the capability to remotely update and patch OS, utilities
and application software as needed using ConnectWise Automate. If the City has any critical applications
that are not able to support new software updates or need to have new releases delayed to verify stability
and compatibility, our technicians will white list the updates from automatically being pushed to
workstations or servers. We hold all patches for 30 days for testing and will release them once we have
verified that there are no known issues. SaalexIT can also support a test environment to assess new patches
or OS releases on computers before deploying the updates to the City.
4.3.11 Maintaining process and operational documentation.
SaalexIT will maintain and continuously update records for the City’s hardware and software assets,
operational documentation for Operations and Network Groups, and for preparing and maintaining a plan
to address disruptions.
SaalexIT will use Cyberhawk and ConnectWise Automate to gather a detailed list of devices connected to
the City’s network upon onboarding. This information will be used to provide a baseline of active users and
find any decommissioned equipment that is still active in the City’s environment. SaalexIT can help the
City update the Asset Management System with any new, decommissioned or relocated equipment and
licenses. The asset management tool will also be part of the active directory, email, group policy and user
access rights process. Each user will be auditable, updated and tracked as they are onboarded, gain access,
or are promoted within the City.
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The following data is collected and archived by SaalexIT’s RMM and ITBoost tools:
• Device firmware version
• Last check-in on network
• Last user logged in
• Warranty status (date provisioned and expiration date for warranty)
• Third-party applications and current version
• Missing patches
• Network diagrams
• Remediation documentation
• Vendor contact lists
• Credentials-secured by user access rights, least privileges and encryption
4.3.12 Keeping and maintaining records on hardwa re assets: Personal Computers (PCs),
Servers, Network equipment, etc., Acquisition date, warranty date, maintenance
agreement location, maintenance and repair contact number.
SaalexIT will use ConnectWise Automate, a powerful RMM tool, to inventory and document equipment
details, such as acquisition dates, warranty periods, maintenance agreements, and vendor contact
information for all City IT assets, including PCs, servers, network equipment and software licenses. Storing
this information within the ConnectWise Automate central repository will enable us to minimize any time
needed for our technicians to research and effect warranty repairs or subscription renewals. Access to this
system will be made available to the City.
SECURITY ADMINISTRATION SUPPORT
4.4.1 Administration of network user access rights as approved by City.
SaalexIT will work with the City to create and document a network user access rights plan. This plan will
break down and categorize the main characteristics (i.e. job title or project basis) that will allow SaalexIT
to securely grant network access to the correct users. After the assessment and definitions of access are
established, SaalexIT will create processes to enforce, audit, and track the network user access rights.
SaalexIT will use City approved guidelines to grant access and set up group parameters through global and
group policies. Each time a profile is changed and access granted or revoked, SaalexIT technicians will
document each change so the City can audit each user for compliance with the network user access rights
plan.
4.4.2 Administration of global and group security policies as approved by the City.
Once SaalexIT has conducted the network user access rights assessment for multiple clients, we will work
with the City to establish a baseline of rules and restrictions that will apply to all City employees. SaalexIT
has configured and deployed global and group security policies for multiple clients to help meet or exceed
their compliance requirements. SaalexIT is most commonly using these global and group policies to set up
mandatory password complexity and forced changes after a set amount of time for compliance with Health
Insurance Portability and Accountability Act (HIPAA), FINRA, NIST 800-171 and other regulatory
guidelines.
4.4.3 Performing quarterly scans for wireless access points as required for Payment
Card Industry (PCI) compliance.
SaalexIT will conduct quarterly wireless access point scans in accordance with the City’s PCI compliance
requirements. SaalexIT is familiar with many manufacturers hosting their own real-time rogue access point
scanning capabilities. SaalexIT can leverage the full capabilities of the City’s network during the
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onboarding process to ensure that the best real-time solutions are leveraged, when applicable, through the
City’s existing hardware. In one example, Carden Conejo School of Westlake had a real-time report of a
rogue access point that was detected in 2018. SaalexIT technicians immediately tracked down the access
point that was connected to the network without the authorization of our technicians. With the proper
research and immediate notification to the school owner, SaalexIT was able to determine it was an access
point he tried to activate and install himself causing a compromise in their network.
4.4.4 Network, network device, and systems security administration and record
keeping.
SaalexIT will create and maintain network activity records in accordance with City policy. SaalexIT will
further provide SIEM, an advanced, 24x7x365 security monitoring solution that will be deployed on the
City’s firewalls. SaalexIT’s U.S.-based SOC will analyze and verify all SIEM logged data and cross-
reference irregular activity, false positives, and known threats to alert SaalexIT technicians of any active
incident or irregular activity within ten (10) minutes of an event. SaalexIT’s Technical Support team will
contact the City of Rosemead with five (5) minutes of being notified of an event by our Incidence Response
Team (IRT). In accordance with the SLA, we guarantee client notification — not remediation — within 15
minutes of event occurrence. By proactively monitoring all events in a highly responsive SLA, the SIEM
greatly reduces risks and provides a higher standard of security. The SIEM, in combination with our
Network and Security Assessment tools, will be used to create a security baseline that will lead to
infrastructure hardening and a full-time solution to secure sensitive data and protect against disruption.
4.4.5 Monitoring for intrusion attempts, attacks, viruses, etc.
SaalexIT has adopted a holistic approach to data security that is designed to protect systems and data
throughout its lifecycle. We build and enforce security policies to protect data with intelligent prevention,
detection, and response services that provide total security against the most advanced threats, including
ransomware and malware. Protecting data from unauthorized access is a key element of our data security
strategy. SaalexIT currently provides cybersecurity solutions to small and medium size businesses, as well
as government agencies at the municipal level up to the Federal government. These services include
everything from installing and managing network parameters to detect and prevent intrusions, to deploying
malware and anti-virus software to protect systems and data, to 24x7x365 monitoring of all devices attached
to the network by a SOC that provides immediate response and remediation of threats. In addition to the
above-mentioned services, SaalexIT also provides e-mail spam filtering with phishing detection, and
supports e-mail encryption with several platforms, including AppRiver CipherPost and Microsoft Azure
Rights Management Services (Azure RMS). By providing multiple layers of security, from the firewall,
through the network and to the endpoint device, SaalexIT can deliver the highest level of data security to
reduce risk and maintain compliance.
4.4.6 Firewall configuration and version updates.
SaalexIT has in-depth experience managing various brands of firewalls including Cisco, Barracuda,
WatchGuard and SonicWall. As part of our risk assessment, SaalexIT will review the City’s current firewall
configurations and subscriptions/services. We will identify potential security risks and work with the City
to reduce any risk through unwanted exposure. We also understand that risks may come from internal
sources. Therefore, we will conduct an internal vulnerability scan as part of our initial assessment and
discuss those findings with the City.
The SaalexIT team understands that the functionalities of most firewalls follow a similar protocol in nature
as it relates to unique interfaces and proprietary languages, which are intuitive for an experienced IT
professional. SaalexIT has Cisco Certified technicians on staff who will be solely responsible for
administering the City’s firewalls.
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Regardless of which manufacturer’s devices are used, SaalexIT will follow the process below when
performing updates on City firewall configurations:
• All version updates will be researched to understand the impact of the updates
• All firewall updates must be approved by the City and a Senior SaalexIT manager
• A notification is sent out alerting the City of a potential scheduled outage
• Prior to performing the update, a fresh backup of the configuration will be conducted
• After the update has been completed, the system configuration will be reviewed and tested
• Once everything is confirmed operational, a notification will be sent to the City indicating that
the systems have been restored
4.4.7 Keep servers, workstations, and appliances up-to-date with security patches.
As best practice, SaalexIT will keep abreast of applicable software updates and patches and advise the City
on their release. SaalexIT has the capability to remotely update and patch servers, workstations and
appliances as needed using our ConnectWise Automate tool. If the City has any critical applications that
cannot support newer updates or need to have a delayed release to ensure stability and compatibility, our
technicians can white list the update from automatically being pushed to the workstations or servers in
effect. All patches are held for 30 days for testing and will be released and updated to the City if there are
no known issues. SaalexIT can also provide a test environment to place workstations on new patches or OS
releases before deploying the updates to the City’s infrastructure.
4.4.8 Notify City personnel immediately of suspected breaches of security.
To manage network intrusion attempts, attacks and viruses, SaalexIT has a 24/7 SOC team that uses SIEM
to monitor and detect protocols and patterns for the City’s firewalls, leveraging an industry-leading 15-
minute SLA for notification of active breach. Once detected, our network technician will work with the
SOC team to determine if the event resulted in a breach. If so, the SaalexIT on-call manager will be
contacted to verify the incident and in turn notify the City. At the same time, the SaalexIT NOC will begin
taking all additional remediation steps to resolve the matter.
NETWORK ADMINISTRATION AND SYSTEMS SUPPORT
4.5.1 Maintain all City network equipment including switches, firewalls, routers, IP
phones system and other security devices.
SaalexIT currently maintains client networks across the United States. The services we will provide the
City of Rosemead include, but are not limited to, basic local area networks/wide area networks
(LAN/WAN) and wireless network support, 24x7x365 network performance monitoring, VPN support,
firewall, router and switch management, installation of patches and upgrades, telecommunications services
for IP phone systems, and basic device cabling. Our technicians perform network setup, licensing, testing,
configuration and management of core network devices, monitoring of employee internet activity, fixing
virus/malware issues and firewall audit trails. The RMM software SaalexIT uses provides in-depth
information on all network devices and can be used to generate detailed health reports, receive alerts and
alarms of current and pending system failures and connect remotely to resolve issues.
4.5.2 Manage backup and disaster recovery systems.
SaalexIT supports several backup solutions such as Windows backup, Acronis Cloud, Datto and Veeam.
Both Datto and Veeam provide an onsite storage appliance as an integral component of the backup solution
and are capable of handling seven (7) servers which can be utilized as a virtual server in the event of an
emergency. SaalexIT is experienced at managing both on-premise and Cloud-based backup solutions. We
currently support clients on various Cloud storage platforms, including Google, Amazon, Microsoft and
DropBox. We will monitor the City’s backups nightly and remediate as needed. SaalexIT will also assist
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the City with disaster preparedness and contingency planning by recommending custom solutions,
including continuity of operations and disaster recovery plans that provide data redundancy and system
security. This plan will include backup schedules, Cloud storage information, alternate connectivity
options, and procedures to test and verify that backups are running correctly. Backup plans will be routinely
reviewed with the City and any changes made accordingly.
4.5.3 Network and network device performance monitoring, diagnostics, and tuning.
SaalexIT will leverage our East and West Coast NOC to proactively monitor the City’s network
infrastructure performance and health, and to facilitate timely responses to issues before they affect the
City’s IT operations. In addition to 24x7x365 monitoring, SaalexIT technicians will use our RMM tools to
perform diagnostics on network devices along with network maintenance tasks, such as firmware updates,
configuration changes and tuning for improved performance, network reliability and availability. SaalexIT
will document all proactive maintenance tasks, maintain call logs and operations logs, review technical
alerts and bulletins, and provide status reports and metrics on systems operations to the City every month.
4.5.4 Network and network device configuration and version updates.
SaalexIT will perform network and network device configuration and version updates after-hours in
accordance with a monthly schedule that will best accommodate the City of Rosemead. With our RMM
tool, we customize when and what patches are applied. This approach will provide the City with the most
up-to-date security patches and performance enhancements to the system, staying within two versions of
current releases. For devices we are unable to patch with our RMM tool, our overnight team will manually
perform updates and patches to those devices. As part of this process, we will back up the current device
configuration, perform the update, test the system to ensure all configurations are retained, and verify the
device operates correctly.
4.5.5 Network and network device configuration management and record keeping.
SaalexIT understands how to integrate processes and tools to reduce downtime, improve operational
efficiencies and boost productivity by performing network and network device configuration management
tasks based on IT Service Management (ITSM) best practices and Information Technology Infrastructure
Library (ITIL) processes. SaalexIT will build a network device and software inventory for the City,
implement processes and recordkeeping procedures for maintaining network device configurations,
management of device utility software and drivers, detection of configuration changes to networking
hardware and software, and Visio diagrams of the City’s network topology.
4.5.6 Network, network device, and server capacity monitoring and planning.
SaalexIT will monitor network, network device and server capacity utilizing our RMM tools. SaalexIT
technicians will analyze log data and look for trends such as repeat failures, predictive failures and
thresholds. Once our technicians have performed the analysis, the results will be provided to our Customer
Success team to prepare an executive level report of our findings in an easy to read format. The report will
then be shared with the City and, if requested, an onsite meeting will be arranged with a SaalexIT technician
and Customer Success Manager to review the results with the City. This will ensure the City is advised on
what actions are needed to keep its systems operating at the ideal level of performance.
4.5.7 Server OS configuration and version updates.
SaalexIT will stay abreast of applicable OS configuration and version updates. The City of Rosemead’s
servers will be kept within two versions of current. See Section 4.3.10.
4.5.8 Anti-malware software management (keeping current updates and versions).
SaalexIT will stay abreast of applicable anti-malware configurations and keep the City’s systems updated
with the latest software versions to ensure the integrity of its data and communications. SaalexIT deploys
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Webroot SecureAnywhere endpoint protection via the ConnectWise Automate RMM tool during the
onboarding process. The antivirus software is installed, maintained and monitored via the RMM platform.
ConnectWise Automate allows our technicians to manage updates for Webroot while giving them the
ability to rollback any anti-malware updates that impact City operations.
While onboarding and investigating the workflows of the City’s use cases, SaalexIT project manager Kevin
Kehoe will determine if a general anti-malware policy will be updated for the City’s entire population of
users or if separate configurations will be created for work groups, job titles, or individuals. Webroot’s
Common Vulnerability Exposures (i.e., virus, malware, and spyware), definitions and engines are regularly
updated and used to protect all clients as a standard operating procedure.
4.5.9 Coordination and cooperation with other City service providers.
When working with other City Network Services Providers, SaalexIT will directly contact the City’s
internet service provider (ISP) when we need to troubleshoot internet connections and set up any new
equipment. SaalexIT will obtain authorization from the City of Rosemead prior to performing this work.
4.5.10 Provide troubleshooting and resolution of network communications prob lems
within City’s existing network as these problems are reported through the IT Help Desk
or identified by Support technicians.
SaalexIT technicians will monitor the City’s firewalls, access points and other network devices to detect
outages when they occur. We will configure compatible devices to relay real-time reporting on intrusions,
loss of service or connection issues. Our technicians will troubleshoot City hardware remotely using our
RMM tools, and reference Visio diagrams and other documentation gathered during the onboarding
transition process. For outages that we cannot remotely remediate, SaalexIT will immediately dispatch a
technician to troubleshoot the issue on-site. Comprehensive training ensures our technicians deliver quality
service, including VLAN, load balancing, failover (if the city has two or more internet providers) and SD-
WAN capabilities for optimal connection stability between each site. SaalexIT will track progress from
detection/notification to remediation through ConnectWise Automate and a notification of each step will
be sent to the City’s POC.
PLANNING AND PROJECT MANAGEMENT
4.6.1 Analysis of information systems needs
SaalexIT will ensure the City of Rosemead’s IT infrastructure is effectively aligned with the technology
needs of City administrators, staff and the public at large. The City’s IT assets will be managed in a manner
that is both efficient and responsive to the City’s budgetary constraints. SaalexIT will provide VCTO
services to define any procedure, policy or documentation processes needed to set up records for the City’s
hardware and software assets, operational documentation for Operations and Network Groups, and for
preparing and maintaining a Disruption Plan.
We will make security of the City’s IT infrastructure a priority, identifying and resolving any existing
vulnerabilities while preparing for new threats as they evolve. A thorough examination of existing digital
services, as well as legacy analog services, will allow SaalexIT to identify manual processes that can be
automated to improve staff and administrative efficiencies as they align with the City of Rosemead’s
mission and needs.
From our experience, it is critical to leverage best practices of The Management Framework (TMF), Quality
Management System (QMS), and ITIL Framework to perform a thorough gap analysis in order to provide
staff and process solution roadmaps that will position the City for success.
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Figure 4 - Gap Analysis
4.6.2 Long-range information systems planning and forecasting
SaalexIT will prepare the City of Rosemead for the next generation of IT growth, ensuring that the City
follows best practices based upon the ITSM business model. SaalexIT will provide the professional
experience and necessary skillsets to identify any shortcomings within the City’s IT environment.
Using a management framework, SaalexIT will help the City of Rosemead align its people, processes,
infrastructure and tools with an enterprise strategy designed to meet the City’s business vision and achieve
its desired future state.
Figure 5 -- Saalex’s TMF Evaluation Framework
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4.6.3 Researching and evaluating technical solutions
As a part of our VCTO offering, SaalexIT has frequently evaluated technologies to use for specific projects.
When evaluating technical solutions, SaalexIT considers the following:
• Fitness. Does the technology address the problem at hand, or is it being used for an unintended
purpose?
• Maturity. It's risky to use version 1.0 of anything. Both hardware and software companies are
frequently pressed to release products before they are ready.
• Provenance. While small companies regularly come up with great ideas, it can be risky to rely on
technology from a company whose future is uncertain.
• Support. If something goes wrong, we look into who/how many people can help solve the problem.
While commercial (paid) support is appreciated, open-source products with large numbers of
helpful users can be even more valuable and cost-effective.
• Reliability/availability/scalability. Does the technology support the required usage volume? Does
it offer fail-over mechanisms for high availability?
• License and support costs. What are the one-time and annual costs of using a technology? Is there
an adequate free or low-cost open-source alternative? Open-source software can be expensive if
the vendor restricts commercial use or has inconvenient licensing terms.
4.6.4 Acquiring quotes
SaalexIT aggressively negotiates the best price by obtaining
quotes from at least three (3) approved competitive vendors and
obtaining City approval in advance of the purchase. Our
technical personnel will perform acceptance inspections and
receipt verification on purchased hardware or software.
4.6.5 Preparing project implementation plans and timelines
When preparing successful project implementation plans, SaalexIT adheres to the following five (5) best
practices:
1. Identify and analyze business and organizational issues with clarity. We continue this process
throughout the implementation process. We ensure there are no barriers between the project team
and third-party vendors, and that all stakeholder interests are aligned with the common goal of
project success.
2. Do not set overly aggressive or optimistic schedules. We recognize the realities and limitations
of the actual project. Project progress will be monitored throughout implementation. Discussions
regarding key dates will start early in the project’s lifecycle to avoid downstream impacts.
3. Continuous monitoring and control of progress. We perform real time monitoring and analysis
of the project's progress to help identify the risk triggers early on that could result in delays and
unplanned expenses.
4. Set and manage expectations of the project. SaalexIT sets realistic expectations up-front and
maintains stakeholder expectations so they do not lose sight of the final product throughout the
life cycle of the project.
5. We conduct audits by an implementation expert to add value to the project implementation
and protect it against failure. The City of Rosemead will have the entire SaalexIT staff as a
resource. Many of our in-house staff has managed numerous IT projects for our clients and internal
projects. Our staff can easily identify indicators that can point to any errors and help develop
possible solutions.
Below is an example of a project implementation plan developed by our SaalexIT staff for a Microsoft
SharePoint 2016 migration project (Figure 6).
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Figure 6 - Project Implementation Plan
4.6.6 Coordinating with City staff and contractors
SaalexIT will coordinate with staff and contractors through the City’s preferred method, whether it be via
phone, email, web portal, or other communication medium.
When coordinating assignments in support of the IT projects, we ensure that we do the following:
1. Assign the task to one person. We ask recipients of our emails to confirm they understand the
assignment and have accepted responsibility for it. Until we hear back, we do not consider the
hand-off of the assignment to be complete.
2. Articulate a specific outcome. We define what type of action is needed for the assignment and
identify the deliverable(s) we anticipate receiving to consider the task completed.
3. Include delivery timetable. We ensure that we communicate time sensitivity for all project tasks,
especially if the project task has a hard, fast deadline.
4. Make ourselves available for consultation. SaalexIT stays focused on the end-result/outcome and
we offer ourselves as a resource to staff and contractors to complete assignments/tasks.
5. Track the delegated task on a to-do list or the project implementation file. We understand that
our recipients may not track or manage their own tasks. Using existing City and SaalexIT tools, we
will be our own task manager and perform close loop communication when completing tasks.
See section 4.6.7 regarding SaalexIT’s best practices for coordinating meetings.
4.6.7 Conducting project meetings
SaalexIT will hold project meetings with the primary stakeholders, including the City IT Services POC and
City staff as needed. When directed, we can also conduct project meetings with the City IT Services POC
or on his behalf. Our VCTO will also meet weekly with SaalexIT staff for the duration of the project.
In supporting on-site meetings, SaalexIT will reserve the most compatible meeting room according to
factors such as occupancy, connectivity and audio/video support. SaalexIT will work with the City POC to
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check room availability, place reservations, and solve schedule conflicts. We send out announcements and
follow-up reminders to all stakeholders and/or specific list of attendees defined by the City’s IT Services
POC. We can assist with the development of meeting agendas and meeting schedule/timelines and can
distribute meeting minutes for review and dissemination. SaalexIT can also schedule teleconference or
video meetings when requested by the City IT Services POC.
4.6.8 Preparing project status reports
SaalexIT will assist the City IT Services POC in preparing clear and concise project status reports to keep
stakeholders informed, track progress and determine the changes that need to be made. As an IT managed
security service provider (MSSP), SaalexIT has prepared numerous IT project status reports for its
customers and internal stakeholders. Reports will include the following:
1. Have the most important information at the front or top of the report, to include project identifiers,
project name, project manager and the date of the report.
2. Contain milestones and deliverables and will use data visualization whenever possible.
3. Contain the same report format from week to week, to allow for easier cross-report comparisons.
4. Will allow stakeholders to see, at a glance, any new issues and risks, and spot what has changed
about known issues and risks from week to week.
5. Provide team progress and the next steps for the project manager.
Figure 7 - Sample IT project status report
COMMUNICATION AND ANALYSIS
4.7.1 Communication with City Staff/Account Manager
Customer Success Team. SaalexIT provides clients with seamless, superior-quality customer success
support. Our Customer Success team will partner with the City of Rosemead to ensure SaalexIT engineers
continue to deliver informed service and hardware recommendations based upon our intimate knowledge
of the client environment. The SaalexIT Customer Success team is committed to the delivery of trustworthy
and knowledgeable service, allowing the City to effectively and efficiently meet its IT goals and better
serve the public interest.
The Customer Success team supports the client through a range of services, beginning with SaalexIT being
onboarded to the City. This encompasses all phases of the onboarding to ensure a comprehensive and
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smooth transition while securing all pertinent credentials necessary to carry out the contract. These
processes typically include completing a discovery questionnaire, obtaining hardware, software and ISP
login credentials, completing a scope of work, providing comprehensive support during the onboarding
period, and finalizing a Master Service Agreement.
Additional services provided by our Customer Success team include an account review of the first 90 days
after going live (Critical 90), quarterly account reviews to ensure SaalexIT’s technical roadmap continues
to align with City goals, and scheduled “meet and greets” to enhance our understanding of the City’s
evolving needs. Throughout the contract, our Customer Success team will dedicate itself to documenting
City priorities and communicating these to our IT Sales and Engineering departments while providing
exemplary customer service support through our IT help desk to ensure all issues are resolved quickly and
completely.
Our staff is dedicated to clear, concise, accessible communication with our clients. We take pride in
providing thorough, accurate and comprehensive information in a timely manner. Saalex utilizes its
additional in-house staff to provide advanced communication to include developing custom analytics
through our DAPA group, as well as access to our technical writing team to assist with manuals, forms and
other technical documents.
TRANSITION TIMETABLE
SaalexIT has a well-established, painless start-up/onboarding process that will greatly benefit the City of
Rosemead. While these start-up activities have been battle-tested with over 40 clients, they can be
customized based on direction from the City. Some of these duration times overlap as these tasks run in
parallel.
SaalexIT’s start-up/onboarding process involves two (2) phases. Phase 1 consists of the initial onboarding,
which includes four (4) major tasks:
1. Task 1 – New Client Information Setup. SaalexIT finalizes all contractual documents, establishes
key points of contacts, gathers a list of users, and learns more about City’s current processes.
2. Task 2 – Client Onboarding. SaalexIT updates its systems with all the information gathered in
Step 1.
3. Task 3 – Network Assessment. SaalexIT performs a network assessment. We gather inventory
and explore the City of Rosemead’s environment.
4. Task 4 – Assessment Analysis and Service Deployment. SaalexIT summarizes the information
gathered in Steps 1 and 3. We prepare a manual and recommendations, then meet with key City
personnel to discuss our findings.
Table 2 -- Phase 1 Onboarding Tasks
Phase 1 Tasks Duration (calendar day)
New Client Information/Setup
• Execute contractual agreement
• Gather key contacts list
• Interview City IT division about internal processes
• Review & update client details in ConnectWise
1 day
Client On-board Planning (SaalexIT internal) 1 day
Network Assessment
• Data collection
• Check for equipment not recognized by scan (on-site)
1 day
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Assessment Analysis and Service Deployment
• Review Assessment Data
• Prepare Assessment Summary
• Recommendations Review Meeting (on-site)
5 days
Phase 2 consists of our MSP onboarding. Table 3 covers the high-level details of implementing the
Managed Services part of our proposal.
Upon award and contract execution, SaalexIT will update our agreement in ConnectWise for billing and
procure the proper licenses. Once licensed (this takes approximately 24 hours), we will then start the
deployment of our RMM tools, consisting of ConnectWise Automate for monitoring and ScreenConnect
for remote control support.
To deploy our RMM Tools, we need to identify one server per site to be the site probe. Generally, domain
controllers are ideal for this. We would then install ConnectWise Automate on each site server and within
24 hours the tools will push to all available domain-joined clients. From there, we begin auditing against a
known good list of machines and remediate any outliers. We will obtain a current PC list for the audit, or
we will use our Network Assessment reports.
Once ConnectWise Automate is deployed to a workstation, ScreenConnect is immediately available.
Windows Updates, System Info and Health and Software baselines are then established. This data will be
available for retrieval within 12 to 24 hours. Concurrently with the RMM Tool, we will on-board the
SaalexIT help desk to take calls and provide remote support.
Next, we will obtain a CSV or Excel formatted list of users and their pertinent contact information from the
City of Rosemead. We will import that information into ConnectWise, and then set a Go-Live Date for our
help desk to start taking calls.
Just before Go-Live, SaalexIT will do the following:
1. Forward the City of Rosemead’s support email and setup call forwarding to the SaalexIT help desk
2. Distribute SaalexIT help desk Stickers with our help desk phone number to users
Once we Go-Live, users will be able to reach out to us using three (3) specific methods:
▪ Email
▪ Telephone
▪ Web Portal @ https://support.saalex.com
Once on-boarded, SaalexIT will grow our functional knowledge of the City’s infrastructure and processes
in order to improve our support, efficiency and overall documentation.
Table 3 - Phase 2 MSP Onboarding Tasks
Phase 2 Tasks Duration (calendar days)
Assessment and Service Deployment
• Deploy RMM Agents, ConnectWise Automate
(monitoring) and ScreenConnect (remote
control) to site servers
• Webroot AV (add-on) can be instantly deployed
• ESET and other solutions may integrate
• Allow site servers to push RMM agents to
clients for 24 hours
• Remediate outliers: audit a current PC list from
City or use network assessment reports
1 day to deploy
4 days to audit and remediate outlier
workstations
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• After install, Windows updates, system
info/health and software baselines are
established, and remote-control tools are
available
• Data is available for retrieval within 12-24 hours
Remote Help Desk On-Boarding
• Obtain full list of users from the City with
contact information (.CSV or .XLSX format)
• Input contacts into ConnectWise (Help Desk
Tickets and Billing System)
• Set up email forwarding & call routing
• Perform Final Testing and Go-Live, create
contact instructions as needed
1-2 days
periodic reviews recommended to keep billing
correct
4.8.1 Are additional costs expected for on-boarding?
We provide this onboarding and transition service at a one-time cost of $5,025.05.
4.8.2 Will tasks be completed on-site?
Initially, nearly all tasks will be completed by our on-site technicians. Once the system is optimized and
running more smoothly and efficiently, most tasks can be completed remotely. There are two (2) tasks in
Phase 1 that could require on-site presence — specifically, the Network Assessment and the
recommendations Review Meeting. An on-site presence would be necessary should our probes not detect
known machines during our Network Assessment. SaalexIT recommends conducting the
Recommendations Review Meeting on-site with the City, but on-line meetings using our Zoom Video
teleconference tool could be offered if preferred by the City.
If equipment will be/has been shipped to the City of Rosemead, the following will happen:
1. SaalexIT on-site technician will install the base configuration, update the equipment info, and
perform quality control.
2. SaalexIT will install base configurations on-site at the City of Rosemead location.
3. SaalexIT will update the equipment information in our documentation system.
4. SaalexIT will perform Quality Control to ensure that the configurations are done correctly. This
quality check will be performed on-site at the City of Rosemead location.
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RELATED EXPERIENCE
See Section 3.1 for a list of clients we have served on similar projects.
Table 4 - Related Experience – Similar Clients
Company/
Agency Name Role Dates
Annual
Contract
Value Desktop Support Computer Operations Security Administration Support Network & Systems Support Planning & Project Management Communications & Analysis Extent of
Services
(# of people
used or
saved)
City of San
Fernando
Prime 06/03/19 –
Present
$123,400 ✓ ✓ ✓ ✓ ✓ ✓ 1 VCTO, 1
Engineer, 2
on-site
technicians,
and 5 Help
Desk
Technicians
Early
Learning
Coalition of
Alachua
County
(ELCAC)
Prime 06/24/18 –
Present
$19,131 ✓ ✓ ✓ ✓ ✓ ✓ 3 Help Desk
Technicians,
1 VCTO and
1 Engineer
The Trial
Professionals,
P.A.
Prime 03/21/16 –
Present
$69,650 ✓ ✓ ✓ ✓ ✓ ✓ 5 Help Desk
Technicians
and 1 VCTO
Zuber, Lawler
& Del Duca
Prime 03/07/13 –
Present
$210,854 ✓ ✓ ✓ ✓ ✓ ✓ 1 VCTO, 1
Engineer and
5 Help Desk
Technicians
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5.0 SECTION 5 – STAFFING
KEY TEAM MEMBERS FOR THIS PROJECT
SaalexIT’s Deputy Director of Information Technology, Mr. Kevin Kehoe, will serve as
the IT Project Manager who oversee and supervise IT operations for the City of
Rosemead. Mr. Kehoe is a distinguished IT professional with more than 10 years of success
managing and leveraging technology to meet our client’s goals. Mr. Kehoe will interface with
the assigned POC regarding all contractual matters. Additionally, Mr. Kehoe will be on-call
and available on-site as needed to assist with any other issues. He will be available via phone and email to
initiate immediate corrective action should escalation of an event related to the City’s concerns regarding
performance or staffing be required.
SaalexIT will appoint Mr. Jae Aric Jeon, our Service Desk Clerk, as the on-site technician to
support IT operations for the City of Rosemead. Mr. Jeon is capable of troubleshooting
intermediate-level issues and will leverage our large remote MSP team to resolve advanced
issues quickly for the City.
Figure 8 illustrates SaalexIT’s Organizational Chart with POC interfaces. Table 5 lists proposed staff
members who will be assigned to this project, as well as their qualifications. SaalexIT will be leveraging
its Camarillo, CA staff to perform on-site services at the City of Rosemead.
PROJECT TEAM ORGANIZATIONAL CHART
Figure 8 - SaalexIT Project Team Organizational Chart
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Table 5 - List of Proposed Staff Members
Saalex Office
Location Name and Title Function Related Certifications
Years
of Exp. Availability
Camarillo,
CA
Kevin Kehoe,
Deputy Director
of IT
Project
Manager,
Security
Engineer,
Tier 4 help
desk support
Certified Information
Systems Security
Professional (CISP) Studies;
Microsoft Certified
Technology Specialist:
Network Configuration;
Dell Certified Systems
Expert;
A+ Certification
18+ Remote
(augmented by
on-site support
when needed)
Daniel Olson,
Sr. System
Administrator
Network
Engineer,
Tier 3 help
desk support
Datto Certified Advanced
Technician (DCAT);
WatchGuard Professional;
Microsoft MCP (Server 2008
Network Infrastructure);
CompTIA A+ Certified;
Cisco Certified Network
Associate
17+ Remote
(augmented by
on-site support
when needed)
Joseph Hise
Systems
Administrator
Tier 3 help
desk support
Microsoft Certified Systems
Engineer (MCSE)
12+ Remote
(augmented by
on-site support
when needed)
Jae Aric Jeon
Service Desk
Clerk
Tier 1 help
desk support
- 1+ On-site during
City of
Rosemead
Hours
Rockledge,
FL
David Stills,
Director of
Information
Technology
VCTO,
Transition
Manager,
Tier 4 help
desk support
Certified Government Chief
Information Officer
25+ Remote
Ryan Blessing,
Help Desk
Technician
Tier 2 help
desk support
A+ Computer Certification;
Cisco Networking
Certification
15+ Remote
Jose Martinez,
Help Desk
Technician
Tier 2 help
desk support
- 3+ Remote
When working with the City’s systems, SaalexIT will handle or aid in all server/applications changes and
upgrades and offer a fully functional remote help desk that City end users can call. To ensure proper
customer experience, SaalexIT uses its national NOC to monitor server and infrastructure support and to
provide immediate response to all reported incidents. Additionally, SaalexIT’s industry-leading SOC
provides always-on cybersecurity monitoring of the City’s end points, servers, and networking equipment.
SaalexIT also provides status reports and metrics on systems operations and develops surveys for
distribution to clients. SaalexIT maintains call logs and operations logs, and reviews technical alerts and
bulletins.
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ON-SITE TECHNICIANS’ RESPONSIBILITIES
5.3.1 Service Desk Clerk – Jae “Aric” Jeon
Role of Engagement: Mr. Jeon will be the on-site technician for the City of Rosemead. As the on-site
IT Support Technician, he will act as frontline support in troubleshooting user related network issues.
He will also be responsible for documentation and internal projects and reports to the IT Project
Manager.
Essential Duties and Responsibilities:
▪ Receive, set up and support client-related network equipment, such as firewalls, routers and switches,
configuring the appropriate network settings for client
▪ Maintain the IT room in order to present a professional and organized appearance
▪ Administers network servers including installation and set-up of networked workstations; accountable
for keeping the networks up
▪ Troubleshoots network problems for internal or external customers
▪ Provides technical support to customers and network engineers involving Windows, MS Proxy
Servers, TCP/IP and ACCESS programming
▪ Maintain hardware and software inventory
▪ Maintain and document network and systems diagrams
▪ Administer the creation and deletion of user accounts as needed among the varying systems
▪ Prioritize multiple tasks and escalate issues as needed
▪ Monitor appropriate procedures to safeguard systems from physical harm and viruses, unauthorized
users and damage to data
Completed Education
▪ Bachelor of Science, Biomedical Engineering, University of California Riverside, 2010 – 2017
Training, Certifications and additional Qualifications
▪ Innovative Customer Service Techniques
▪ PC Maintenance and Performance
▪ Troubleshooting Common PC Issues for Users
▪ Windows 10: Administration
▪ Windows 10: Manage and Maintain Windows 10
▪ C++, C#
▪ Unity
▪ Unreal Engine
▪ Ability to handle and prioritize multiple tasks
▪ Knowledge of Microsoft Windows 7, 8 and 10as well as basic networking/wireless/internet
technologies
▪ Experience and knowledge of computer networks, OS, servers and workstations
▪ Ability to conceptualize the inter-relatedness of information technology components (software,
hardware, servers, networks, etc.)
▪ Previous experience with network design, installation and repair
▪ Basic TCP/IP knowledge
Previous Work Experience
Saalex Solutions, Inc., Service Desk Clerk, 2018 – Present
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Responsible for attaining maximum utilization of internal and field technical resources through daily
dispatch of service requests.
▪ Acts as the single POC to the customer for all types of service requests
▪ Coordinates all IT support groups to ensure maximum utilization of billable resources
▪ Pre-processes service requests as they arrive through email, manual entry or direct customer input
▪ Schedules internal and field technical resources on the dispatch portal
▪ Monitors resources schedules to ensure prompt time entry on service requests
▪ Communicates with customers as required: keeps them informed of incident progress, notifies them
of impending changes or agreed outages
▪ Provides fast turnaround of customer requests
▪ Improves usage and increases productivity of IT support resources
▪ Escalates service requests that cannot be scheduled within agreed service levels
▪ Reports the utilization of IT support resources and successful completion of service requests to the IT
Director and Managed Services
▪ Responsible for entering time and expenses as it occurs
▪ Enters all work as service tickets into Help Desk Ticketing System
▪ Responsible for ordering hardware and software for customers and processes said items upon receipt
▪ Provides some help desk functions as required including talking to vendors, hardware and software
installation
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MSP PROJECT TEAM RESUMES
5.4.1 Senior Systems Administrator – Daniel Olson
Role of Engagement: Mr. Olson will provide onsite IT Management Services support.
Completed Education
▪ Associates Degree in Computer Networking Systems Engineering, Moorpark College, Moorpark,
CA, 2005
▪ High School Diploma, Royal High School, Simi Valley, CA, 1999
Training, Certifications and additional Qualifications
▪ Datto Certified Advanced Technician (DCAT), 2015
▪ WatchGuard Professional, 2014 – 2015
▪ Microsoft MCP (Server 2008 Network Infrastructure), 2009
▪ CompTIA A+ Certified, 2008
▪ Cisco Certified Network Associate, 2002 – 2006
▪ Cisco Routers/Switches ▪ Windows XP/7/8/10
▪ SonicWall Routers ▪ Internet Explorer/Firefox/Chrome
▪ WatchGuard Routers ▪ Microsoft Office
▪ Active Directory ▪ Office 365
▪ Exchange 2003 – 2013 ▪ AppRiver
▪ Windows Server 2003 – 2012 ▪ GoToAssist/LogMeIn/Remote Access
▪ Labtech ▪ Group Policy
▪ DNS/DHCP ▪ Datto
▪ Symantec Backup Exec ▪ ConnectWise
▪ Symantec Endpoint ▪ Webroot
▪ PowerShell Scripting (Exchange)
Previous Work Experience
Saalex Solutions, Inc., Systems Administrator, 2014 – Present
Mr. Olson provides remote support via Labtech/ScreenConnect and LogMeIn/Continuum. He researches,
evaluates and recommends software and hardware products and is the in-house subject matter expert on
industry-leading software and hardware solutions. He assists with recommending, scheduling and
implementing system hardware and/or software upgrades or repairs. He implements system enhancements
to improve reliability and performance. Performs server administration for the following:
▪ Applications
▪ Domain controllers
▪ Exchange servers
Mr. Olson performs troubleshooting for server, software and hardware issues for various programs
including the following:
▪ Microsoft Office
▪ Webroot
▪ AppRiver
▪ Windows
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▪ Datto backup system
Mr. Olson is responsible for deploying new technologies for clients as well as the design, installation,
configuration, maintenance and system-integration test performance of PC/server OS, related utilities and
hardware. He installs, maintains and upgrades client computer hardware and software systems supporting
client environments.
Additionally, performs the following:
▪ Trains client IT personnel and internal Saalex staff on system usage
▪ Controls user access and passwords and maintains secure environments based on industry best
practices
▪ Monitors usage and performance
▪ Supports web access and messaging services and maintains a secure systems environment
Sage Network, Inc., Help Desk Support Tech 2/Lead Tech, 2008 – 2014
▪ Remote and on-site support of servers, workstations and network equipment
▪ Management and monitoring of backup systems – backup exec and a cloud-based system
▪ Trained new techs on troubleshooting/tools
▪ Active directory/Exchange user creation and configuration
▪ Share/New Technology File System (NTFS) management
▪ Cisco/SonicWall/other router configuration
▪ Office 365 exchange account setup/configuration
▪ AppRiver account setup/configuration
▪ Windows/application troubleshooting
▪ Workstation setup/deployment
▪ Network cabling/termination
▪ Virus removal/troubleshooting
▪ Printing/scanning configuration
▪ Backup maintenance/monitoring
▪ SonicWall and Cisco VPN configuration
Moorpark College, Help Desk Technician, 2004 – 2007
▪ Worked as the Computer Help Desk Technician at the Open Access Lab.
Northridge Hospital Medical Center, Intern/Support Technician, 2001 – 2002
▪ Desktop support
▪ Access database creation, Office and other application troubleshooting
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5.4.2 Systems Administrator – Joseph Hise
Role of Engagement: Mr. Hise will provide onsite IT Management Services support.
Completed Education
▪ Bachelor’s Degree in Economics from the School of Business, California State University
Northridge, 1990 – 1995
Training, Certifications and additional Qualifications
▪ Microsoft Certified Systems Engineer (MCSE), 2000
▪ OS: CentOs 4.x, 5.x, 6.x, 7.x, Redhat Enterprise Linux (RHEL) 4.x - 7.x Windows NT; Windows
Server 2000; Windows Server 2003; Windows Server 2008; Windows Server 2012, Ubuntu 14.x -
16.x, Fedora etc.
▪ Infrastructure Service: Active Directory, RADIUS, Bind DNS, Plesk, CPanel, Red Hat Satellite
Server, Microsoft SCOM, MOM, Nagios; SiteScope; OwnCloud; Next Cloud
▪ Virtualization: VMware vSphere; VirtualCenter, Emergent System Exchange (ESX) 4.0; ESXi 4.1,
ESX 5x, ESX 6x. Amazon Web Services (AWS); S3 etc.
▪ Applications: Apache / LAMP; Internet Information Services (IIS); Postfix; Qmail; Apache 2.0;
MySQL 3.x — 5.x; etc.
▪ Protocol Technologies: TCP, IP, UDP; DNS; DHCP; ICMP; SMTP; CIFS, Network File System
(NFS); HTTP, HTTPS; SSH; IMAP; POP3; SFTP; FTPS; etc.
▪ Hardware: Dell Blade Servers; IBM Blade Servers; CISCO Unified Computing System (UCS) Blade
Servers; etc.
▪ Additional Exposures: NetApp Filers (Hardware & Cluster), SnapMirror, snapshot, CIFS and NFS
sharing; VMWare ESX; IBM GPFS; F5 BigIP Load Balancers; NetScaler Load Balancers; PFSence
Proxy / Firewall / Load balancer. Etc.
▪ Development Proficiencies: HTML, CSS, PHP, MYSQL, JavaScript, BASH scripting.
Previous Work Experience
Saalex Solutions, Inc., Systems Administrator, 2018 – Present
▪ Installs, configures and monitors patches, firmware, drivers, antivirus, mobile devices and utility
software
▪ Researches and recommends network and data communications hardware and software
▪ Researches and maintains Active Directory, Group Policies, DNS, DDNS, and DHCP services
▪ Provides support for Tier 1 through Tier 3 help desk requests
▪ Maintains communication equipment and software (including Wi-Fi routers and access points)
▪ Interacts with management and employees to accurately assess hardware, software and server needs
and provides recommendation options and implements solutions
▪ Installs, configures, and supports multiple organizations’ WAN/LAN and internet-based cloud
segments or on-premises hybrid solutions. This includes Monitoring networks, Security websites, and
ensuring availability of all system users and perform necessary maintenance to support availability
▪ Provides training to users on general usage of PCs and software applications
▪ Tier 3 IT Support for over 40 companies. Responsible for engineering out solutions and fulfilling
technical projects.
Digital Overture, Senior Systems Administrator / Manager, Simi Valley, CA 2012 – 2018
▪ Solely responsible for the design and management of all IT operations and infrastructure, including
network, security, Proxy/Firewall, stand-alone servers, virtualized environment, cloud storage, and
AWS integration for a design, stage, and production environment
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▪ Design and implementation of company's VMware vSphere and ESX environments. ESX 5x, ESX
6x, etc. Maintain and operate VMware infrastructure for business systems as well as customer
forward-facing web services.
▪ Build and maintenance of personalized Cloud Services using open source Own Cloud and Next Cloud
with federation integration into Dropbox and Google Drive
▪ Configuration and Management for customer administration using CPanel Web Host Manager
(WHM), Plesk Onyx and other administrative services
▪ Customized bash scripting to maintain live-site replication to a standby hosing services using
RSYNC. Custom VMWare scripting and use of GhettoVCB for off-site backups and recovery.
▪ Design and Setup Linux, Apache, MySQL, PHP (LAMP) websites specific to developer and
customer standards
▪ Custom IIS builds and configurations for deployed .Net applications
▪ Design and setup of payment processing and open source shopping carts including OpenCart and
Woo Commerce
▪ Design and implementation of AWS services for individual company website hosing and backend
services
▪ Managed email services, including QMail, SquirrelMail, Atmail, Horde, Spamdyke with customer
support
▪ Open source PFSense load balancing/Proxy/Firewall services
▪ Support of website applications with knowledge of HTML, CSS, PHP, MySQL, JavaScript, etc.
TASER International (Axon), Senior Systems Administrator, Los Angeles & Carpinteria, CA 2009 –
2012
▪ Design and buildout of a VMware vSphere environment running on Cisco UCS platform. Maintained
over 250 virtualized Windows and Linux servers with a variety of services, including forward-facing
web site services. Designed and built original Evidence.com data center at an Equinix facility with
team of four, including environmental, network devices, Cisco UCS servers, load balancing, IBM
GPFS storage and server builds for all necessary services used for Taser websites and Evicence.com.
▪ Design and maintenance of custom video streaming services using fast forward motion picture
experts group (FFMPEG) multimedia framework to display secure video streams to law enforcement
for evidence requirements. Online proprietary Linux service consisting of a platform for a content
management system, which also ingests on-officer video content over secured internet connections.
▪ Design Network and Policy services on Active Directory servers, RADIUS authentication integrated
with Juniper networking environment. Design and maintenance of other Linux infrastructure services
such as Memcache, Apache Server, and Red Hat Satellite Server for patch and asset management.
▪ Maintain company website software releases to quality assurance (QA), staging and production
environments.
▪ Design and implement strict security requirements using CentOs to comply with the National Security
Agency's (NSAs) guide for securing RHEL servers using Red Hat Enterprise Linux.
▪ Build and migration of selective website applications, including Apache, IIS, S3 Storage, Database
and other services to AWS.
▪ Design and configuration for a customized version of infrastructure and web services to host
evidence.com for the country of New Zealand to deploy to their countrywide police department.
Realtor.com (Move.com), Enterprise Architect/Director of IT Operations, Westlake Village, 2000 –
2009
▪ Senior Systems Administrator for company websites including Realtor.com, Move.com,
Homebuilder.com, WelcomeWagon.com, and others. Operational support for backend services
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utilizing IIS, Apache, Microsoft Back Office, Microsoft Exchange, SharePoint, Microsoft SQL,
PeopleSoft, and a variety of Internal Business Systems. Team lead with direct oversight and
administration of over 450 Windows Servers, 135 Linux Servers, and 120 infrastructure servers.
Achieved 99.999% uptime in a non-single point of failure environment.
▪ VMWare ESX servers using a variety of technologies. Trained other Administrators on the creation,
deployment, migration and VMotion of virtual machines to different physical ESX servers. Wrote
server build and OS build documentation and guidelines for DC Operations staff.
▪ As an Enterprise Architect responsible for a new design and build out of a data center in Phoenix,
including electrical, HVAC, network, DC layout, server and hardware purchases and site migration
plans. Migration of all websites and services. Managed traffic migration to the new data center using
NetScalers implementation of Global Server Load Balancing.
▪ Software deployment, monitoring services using Microsoft Operation Manager, Nagios, SiteScope
and Dell Open Manage. Provided patch management.
▪ Reduced QA physical hardware footprint by 30:1 using VMware ESX server, resulting in significant
savings in electricity and physical server support costs per month. Replaced 140+ low-end Dell
servers with 12 Dell 6650's.
▪ Integrated several pairs of high-availability (HA) NetScaler load balancers pushing 600mbit/s,
utilizing features such as Mac-based forwarding, global server load balancing, TCP-offloading and
Content Redirection. Implementation of NetScalers from 6.0 to 6.1 with zero downtime, and
subsequently upgraded to 7.x and 9.x.
▪ Design, implementation and training of backup strategy and enterprise -wide roll out of Veritas
NetBackup retention and archiving.
▪ Managed Netapp Cluster serving millions of real estate property pictures and virtual tours. NetApp
filers (760s, 840s) to Qtrees on a FAS960 filer; led to ease of data replication to the new data center
using SnapMirror.
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5.4.3 Deputy Director of IT Operations – Kevin Kehoe
Role of Engagement: Mr. Kehoe is the project’s IT Project Manager and will be the primary contact. He
will be primarily overseeing and supervising IT operations on the City of Rosemead contract. Mr. Kehoe
will provide Tier 4 IT Management Services support.
Completed Education
▪ EnCase Examination of New Technology File System – Guidance Software, 2012
▪ EnCase Mac-Linux Examinations – Guidance Software, 2012
▪ EnCase Advanced Computer Forensics – Guidance Software, 2012
▪ EnCase EnScript Programming – Guidance Software, 2012
▪ EnCase Prep Course – Guidance Software, 2012
▪ Computer Forensics I and II, Guidance Software, 2011
▪ Forensic Computer Examiner (150-hour course), National University, 2011
▪ Microsoft: Network Configuration, Moorpark College, Moorpark, CA, 2009
▪ A+ Coursework, Oxnard College, Oxnard, CA, 2000
▪ High School Diploma, Hueneme High School, Oxnard, CA, 1999
▪ Cisco Certified Network Associate (CCNA) Pilot Course, Hueneme High School, Oxnard, CA, 1999
Training, Certifications and Additional Qualifications
▪ CISP Studies, 2017
▪ LabTech Training, 2016
▪ ConnectWise Training, 2015
▪ AccessData Certified Examiner (A.C.E), 2013
▪ EnCase Certified, 2012
▪ Forensic Computer Examiner, Completed, 2011
▪ Microsoft Certified Technology Specialist: Network Configuration, 2009
▪ Dell Certified Systems Expert, 2005
▪ A+ Certification, 2000
Previous Work Experience
Saalex Solutions, Inc., Deputy Director of IT Operations, 2014 – Present
Mr. Kehoe is responsible for West Coast operations, client support and coordinating the SaalexIT Team,
providing support to SaalexIT West and East Coast clients.
▪ Creates methods to regularly meet with clients to review ongoing IT needs and project management
▪ Creates metrics to increase accuracy in time-tracking and resource management
▪ Increases transparency and accountability with tickets and resource utilization
▪ Recommends and implements new tools to increase SaalexIT offering and ability to support clients
remotely
▪ Increases SaalexIT team’s ability to automatically update, monitor and secure machines remotely
▪ Meets with clients and engineer solutions to modernize their infrastructure from multi-site disaster
recovery solutions, migrating email from on premise to Office 365, Office 365 to other hosted
solutions, or updating/upgrading on premise servers and applications
▪ Audits IT security of clients, PCI/HIPAA/Sarbanes-Oxley Act/Financial Industry Regulatory
Authority-Security and Exchange Commission compliance and remediation; reviews infrastructure
and works with decision-makers to implement modern solutions to increase IT security
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Mr. Kehoe is responsible for deploying the release of new technologies for clients as well as the design,
installation, configuration, maintenance and system integration testing performance of PC/server OS,
related utilities and hardware.
▪ Installs, maintains and upgrades client computer hardware and software systems supporting client
environments
▪ Controls user access and passwords and maintain secure environments based on industry best
practices
▪ Proposes and implements system enhancements to improve reliability and performance, monitor
usage and performance.
▪ Trains client IT personnel and internal Saalex staff on system usage
▪ Troubleshoots server, software and hardware issues
▪ Assists with recommending, scheduling and implementing system hardware and/or software upgrades
or repairs
▪ Researches, evaluates and recommends software and hardware products and is the in-house subject
matter expert on industry-leading software and hardware solutions
▪ Supports web access and messaging services and maintain a secure systems environment
Sage Network, Inc., Tech III/Project Manager, 2013 – 2014
Mr. Kehoe developed and implemented a methodology to maintain network/server documentation per
client, separating and securing that knowledge from our General IT Knowledgebase. He developed methods
to create a more transparent communication and time management model. He prioritized incoming issues
from over 300 clients, from minor support to critical outages; communicating ever-moving and changing
timelines to the Sage team and clients.
Mr. Kehoe managed and executed deployment and migration projects for the following:
▪ Microsoft Domain Controllers, File Servers, SQL 2005/08, Exchange 2003/07/10/13, Outlook
Anywhere and ActiveSync support
▪ Deploy and maintain backup solutions and disaster recovery virtual machine platforms (e.g., Shadow
Protect, Acronis, Backup Exec, Datto)
▪ Configure, image, and deploy Windows devices
▪ Troubleshoot or configure applications for Macs, PCs, iPhone/iPad, Android, and Windows Phones
He performed troubleshooting/repair/data recovery on enterprise-level servers to workstations. He also
performed office network evaluations, moves, network build-outs, VoIP troubleshooting and
implementation.
Mr. Kehoe managed or assisted in managing Windows Server upgrade projects. Occasionally, this involved
Linux file server migration to Active Directory/File Sharing. He managed and assisted in execution of
multiple PC Refresh projects for both Mac and Windows machines in Active Directory.
Mr. Kehoe performed Windows Network and Server troubleshooting, migrations and new builds for over
300 clients. This includes Active Directory, Internet Information Services, structured query language,
install database upgrades, Exchange and wide-area network/local area network (WAN/LAN) domain name
service administration. He performed SonicWall and Cisco router configuration and general network
troubleshooting. Mr. Kehoe, performed physical network troubleshooting and buildup, rack builds, building
WAN/LAN wiring, physical installation and buildup of servers, switches and routing equipment. He
assisted with help desk tasks when escalated.
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eLitigation Solutions, Inc., Forensic Technician, 2011 – 2013
Mr. Kehoe created a Forensic Department to enable eLit to obtain new clients. He established transparent
communication between office stakeholders, IT management and executive staff. He assessed eLit’s IT
spending and recommended changes in staffing and IT solutions to cut the overall budget by one-third. Mr.
Kehoe coordinated with vendor to cut IT labor costs by 50 percent per month. He created Visio documents,
budgets and asset lists to help organize eLit’s IT infrastructure.
Mr. Kehoe managed smartphones and tablets along with Windows and Mac computers and various cloud-
based data resources, as well as handled Google, DropBox, SharePoint, other online email sources. He is
familiar with global regular expression print (GREP) and search for various email Outlook (Mac/PC), Lotus
Notes, RAW (msg, eml), IM/Skype logs, Smartphone backups and create custom EnCase Conditions. He
advised clients on pretty good privacy (PGP), Bitlocker, FileVault 1-2 and full and partial disk encryption
protocols, as well as engaged with client IT groups to circumvent deployed encryption schemes. He
managed/coordinated large projects for eLit’s datacenter, housing over 250TB of storage, 40+ physical
servers and 40+ virtual machines.
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5.4.4 Director of Information Technology – David Stills
Role of Engagement: Mr. Stills will be providing overall guidance throughout the life of the contract to
the SaalexIT help desk team and the City of Rosemead. He is also the project’s Transition Manager. Mr.
Stills will provide Tier 4 IT Management Services support.
Completed Education
▪ Certified Government Chief Information Officer, Florida Institute of Government, 2019
▪ Bachelor of Science, Information Technology Management, American Military University, 2010 –
2014
▪ Associate of Applied Science, Computer Technology, Pikes Peak Community College
▪ Associate of Arts, Brevard Community College, 2008 – 2009
Training, Certifications and additional Qualifications
▪ Project Management Training, 2015
▪ Member, ToastMasters International, 2013
▪ Member, Society for Information Managers, 2010
Previous Work Experience
Saalex Solutions, Inc., Director of Information Technology, 2015 – Present
Responsible for all aspects of our client’s computer network from PC support to networking and servers,
troubleshooting, connectivity, remote monitoring and support, installations and field service. Strong hands-
on experience managing small and mid-market commercial business clients’ IT environment end-to-end.
Leverages experience in troubleshooting workstation and networking issues with razor-sharp attention on
maintaining clients and providing daily support (both remote and on-site) of our clients’ computer networks.
Always provide clients with premier customer service.
▪ Achieved National Institute of Standards and Testing (NIST) 800-171 Cyber Security Standards
▪ Designed KPI’s and Analytics for internal and external usage
▪ Designed and manage automation and SharePoint efforts.
▪ Continual process improvement for all departments
▪ Manage various-sized IT infrastructure projects
▪ Managed internal IT teams of our three largest clients
▪ Design technical solutions to meet business objectives
Saalex Information Technology, LLC., Senior System Administrator, 2015 – 2015
Responsible for deploying the release of new technologies for our clients as well as the design, installation,
configuration, maintenance and system integration testing performance of PC/server OS, related utilities
and hardware. Install, maintain and upgrade client computer hardware and software systems supporting
client environments; is well versed in IT Solutions hardware and software for enterprise environments.
▪ Propose and implement system enhancements
▪ Recommend, schedule and implement system hardware and/or software upgrades or repairs
▪ Troubleshoot server, software and hardware issues
▪ Research, evaluate and recommend software and hardware products
▪ Support web access and electronic messaging services and maintain a secure systems environment
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Ron Jon Cape Caribe Resort/HomesbyTowne, a division of Zilber LTD, Regional IT Director, 2003
– 2015
Oversaw IT operations in Florida for timeshare, commercial/residential real estate, and asset management
company with over 200 employees and 50 million dollars in assets.
Provided technical strategy, Tier 3 support, and leadership for 24x7 customer centered IT operation and
supervise four departments of diverse and talented teams consisting of Network Operations, Help Desk,
Software development and Business Development. Supported business-critical IT initiatives in all areas of
enterprise server and network infrastructure, security administration, website and intranet development and
customer support.
▪ Built entire infrastructure to include Windows 2003, 2008 and 2012 servers; Cat5E cabling; firewalls;
exchange servers; SQL Servers; Mitel telephone system; switches; routers; wireless networks and
wide area networks
▪ Research, design and implemented VMware migrations for the Florida region. Eight hosts connected
to a nimble 10TB SAN with off-site replication.
▪ Hands-on management of server, telecom and network infrastructure core components to include
various VoIP, firewalls, hardware, virtualization, appliances, and server OS environments
▪ Proposed hardware, software, security and analytical tools for business continuity
▪ Designed and managed infrastructure for a 60-seat call center using Avaya private branch exchange
(PBX)
▪ Built network for 30 users in three (3) locations. The network required two VMware servers in a
cluster to host VoIP, structure query language, domain controller, print server and several security
appliances, as well as 30 workstations and 15 printers.
PC-Connect Data Systems, Inc., Senior Consultant, 1993 – 2003
Managed client engagements and bottom-line business operations for technology consulting company with
a 10-member staff. Leveraged business insight with technical expertise to provide small and mid-sized
clients with highly available, user-friendly IT solutions; utilized various accounting software, OS
(Windows, Mac and Linux), and infrastructure hardware on a variety of platforms to develop, deploy, and
troubleshoot new tools, systems, and networks based on the client’s needs. Trained and mentored
employees, providing guidance in solutions engineering, system administration and technical support,
customer service and business operations.
▪ Engineered networks for over a 100 small to mid-sized businesses using both Novell and Windows
OS
▪ Earned Novell and Microsoft certifications and stay abreast of latest industry technical advancements
and trends to deliver cutting-edge solutions that exceed customer expectations
▪ Took initiative to identify methods for improving processes, technical capabilities, business results,
time management and service delivery
▪ Provided technical support in the form of application and desktop support to all customers
Loral Aerospace, IT Network Manager, 1993 – 1996
Managed all technical support, equipment and services for over 200 customers at 15 sites throughout the
country.
▪ Responsible for administering the Novell network, SQL databases and project infrastructure in
accordance with the high demands of the Air Force requirements across a multi-site, multi-tiered
platform
▪ Developed and maintained database system to track thousands of parts, supplies and maintenance
records required to keep the equipment operational
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▪ Contributed in writing the proposal for increasing technical staff for the project.
▪ Facilitated customization of the proprietary database system and conversion for other contracts
awarded
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5.4.5 Help Desk Technician – James “Ryan” Blessing
Role of Engagement: Mr. Blessing will provide Tier 2 IT Management Services support.
Completed Education
▪ Information Technology Academy, Indian River State College, 2008 – Present
▪ High School Diploma, Sebastian River High School, Sebastian, FL, Information Technology
Academy, 1999 – 2003
Training, Certifications and additional Qualifications
▪ Digium Switchvox Support Engineer, 2018
▪ Datto Tech I & II, 2017
▪ A+ Computer Certification, 2003
▪ Cisco Networking Certification, 2003
▪ Axis Cameras Bootcamp, 2015
Previous Work Experience
Saalex Information Technology, Surveillance Engineer/IT Help Desk, 2015 - Present
▪ Tier 2 help desk technician providing software, hardware, client/server and networking technical
support to non-technical personnel within and outside the corporation
▪ Managed call flow and responded to technical support needs of customers
▪ Trained and lead interns and new team members starting out as Tier 0 & 1 technicians in company
SOP compliance
▪ Conducted site surveys for surveillance systems and IT networks, then designed and implemented a
custom solution specific to the client’s needs
▪ Administrated and provided Tier 2 & 3 support as the team leader for the third shift
▪ Experience with Microsoft Exchange, Active Directory, Azure, SQL, Server 2003, 2008(R2),
2012(R2), 2016 OS and administration
▪ VMware/Hyper-V Administrator - Responsible for all aspects of maintaining, updating, and creating
virtual machines (VM) in the VMware environment
▪ Administrator for VoIP cloud PBX system with 160+ endpoints, IVR design and implementation
▪ Provided break/fix model repairs for analog and IP surveillance camera systems
▪ Engineered and built networks specifically for surveillance systems from the ground up, tailored to
client needs, budgets and expectations
▪ Diagnosed surveillance systems and repaired various issues on Linux and Windows systems
▪ Oversaw and administrated data backups for clientele and corporate levels, utilizing different backup
software like Datto, Veeam, Symantec, Mozy, Carbonite, Acronis, and more
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5.4.6 Help Desk Technician – Jose Martinez
Role of Engagement: Mr. Martinez will provide Tier 2 IT Management Services support.
Completed Education
▪ Inter Americana of Bayamon: Bachelor of Science in Computer Science Bayamon, Puerto Rico, 2016
(Concentration: Repair and configuration of computer system and network)
Training, Certifications and additional Qualifications
▪ Career Source Brevard Certificate of Completion (Nextgen program), 2018
▪ Microsoft Digital Literacy, 2018
▪ Microsoft Office: Word, PowerPoint, Excel, Access and Outlook
▪ Operation Systems: Windows 7, 8, 10, MAC O SX Sierra, El Capitan, Yosemite and High Sierra
▪ Networking: Windows server 2012, 2016, commands such as (ipconfig/all, nslookup, ping, etc.)
▪ Active Directory: DNS, DH CP and Group Policy
▪ Programming: Microsoft Visual Studio and HTML for web design
▪ Network management programs: Lansweeper and Wireshark
Previous Work Experience
Saalex Information Technology, Help Desk Technician, 2019 – Present
▪ Receives, sets up and supports client-related network equipment, such as firewalls, routers and
switches, configuring the appropriate network settings for client
▪ Administers network servers including installation and set-up of networked workstations, responsible
for keeping the networks up
▪ Troubleshoots complex network problems for internal and external customers
▪ Provides technical support to customers and network engineers involving Windows, MS Proxy
Servers, TCP/IP and ACCESS programming
▪ Maintains hardware and software inventory
▪ Maintains and documents network and systems diagrams
▪ Administers the creation and deletion of user accounts as needed among the varying systems
▪ Monitors appropriate procedures to safeguard systems from physical harm and viruses, unauthorized
users, and damage to data
Commission of Public Service, Desktop Support, San Juan, Puerto Rico, 2016 – 2016
▪ Repaired and cleaned computers and printers for the employer
▪ Performed computer maintenance and software/hardware installation
▪ Created accounts for customer taking truck license exams
▪ Troubleshot computer and software problems in the employer’s office
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6.0 SECTION 6 – PROPOSED INNOVATIONS
INNOVATIONS OFFERED AT NO ADDITIONAL COST TO THE CITY
6.1.1 60-Day Transition Plan with Customer Success Team
At no cost, SaalexIT will work closely with the City staff and the outgoing IT vendor to
ensure continuity and a thorough and transparent transfer of knowledge and information
during the transition stages. Ideally, an existing on-site technician would be deployed
during this time to ensure an optimal knowledge share of existing user and environment
support issues. SaalexIT also provides a dedicated Customer Success team member to
support day-to-day operational or business needs and will be the City’s designated
contact for on-boarding and implementation. Our success team is directly responsible for
the City’s service satisfaction and fulfillment of service and SLAs.
6.1.2 Cybersecurity Focus-SIEM/SOC
SaalexIT will be providing SIEM logging and SOC monitoring 24/7/365 of the City’s firewalls. We will
be monitoring your most critical networking infrastructure with this enhancement, to audit for known
weaknesses and uncover active exploits against unforeseen risks. This software backed
by a powerful USA-based SOC team will provide your leadership team with immediate
notification, escalation and remediation by the SaalexIT NOC of any breach or security
incident. Our Artificial Intelligence engine will monitor your network and find any
active and/or ongoing cyber breaches that firewalls alone and other security devices
cannot detect.
6.1.3 Architecture/Infrastructure Analysis and Optimization
During the initial 90 days, Kevin Kehoe, SaalexIT Solutions Architect and Deputy
Director of IT, will conduct a thorough review of all infrastructure hardware, software,
applications, backups, security and compliance issues, retention and recovery time
objective (RTO) goals, including interviews of key stakeholders to understand business
pain points and strategic goals and objectives of the leadership team. This will enable
the SaalexIT Team to deliver a budget-driven Strategic Technology roadmap, enabling:
▪ Remediation of any mission-critical issues that are ongoing with the existing contract or identified
during our initial network assessment
▪ Stabilization of any ongoing networking issues or new issues identified during the initial network
assessment
▪ A prioritized Technology Roadmap for all technology optimization/upgrade projects and set time
framed parameters of when they will be implemented and finished
The ultimate goal of the Strategic Technology roadmap is to guide the City toward an overall reduction in
the number of service requests and network/workstation issues, ultimately freeing up resources to focus on
larger goals that will improves the overall IT experience for users within the city and the public at large
while simultaneously lowering IT expenditures.
6.1.4 On-site Technician + Help Desk Support
SaalexIT will optimize the City’s Service Desk and on-site IT Support experience by
streamlining existing processes and backing up the on-site Techs with the support of
our 24/7/365 help desk and CRM System. Once the initial 90-day on-boarding is
complete and critical infrastructure issues are remediated and stabilized, the on-site
techs should have more time to help with execution on forward-looking technology
projects with the support of our Solutions Architect. SaalexIT can also support holiday
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and after-hours needs with the scale and ability to bring in any resources from our Southern California
office in Camarillo to back up and assist with projects.
INNOVATIONS OFFERED AT ADDITIONAL COST TO THE CITY
6.2.1 Website Support
For an additional cost, SaalexIT can offer the City of Rosemead the following website
content management and maintenance services: website content updates, page
creation, automatic backups, website security updates, patching and updates to all
servers, malware scanning, updates to all website plug-ins to mitigate security risk and
bug fixes for all web pages. Each level of the City’s website, from our servers to the
website content management system (CMS), will receive regular security updates.
Often, we apply these updates in the background. This allows us to protect the City,
its website and the site’s visitors without interrupting service. Our technicians will use content management
tools within the CMS to assist the City with website page and content updates. The City staff can review
and publish content ahead of time, then release it to the public when appropriate.
6.2.2 Data Analytics/Predictive Analytics
SaalexIT can offer our in-house data analytics capability to the City of Rosemead.
SaalexIT is responsible for maintaining and contributing to numerous Government
databases across several Department of Defense (DoD) contracts, giving us access to
key information that often is not used to its fullest potential. We employ a predictive
analytics capability to garner a greater return on the Government's investment (ROI)
in collecting this data. Using our in-house SAP Analytics Cloud toolset, SaalexIT data
analysts can develop customized reports, performance dashboards and sensitivity
analysis tools, which include ROI calculations aimed at providing our customers data-driven insights so
they can make data-driven decisions.
This analytics service allows the City to adjust its IT business plans and priorities over lifecycles to optimize
efficiency and fine-tune requirements for future contracting and investment. After coordination with the
City stakeholders, SaalexIT can deliver quarterly reports based on the data sets available.
Saalex Information Technology
Information Technology Management Services
08 October 2019
City of Rosemead Information Technology Management Services 58
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
7.0 SECTION 7 – COSTS SHEET AND RATES
PROPOSED COSTS TO PROVIDE THE SERVICES DESIRED
SaalexIT is pleased to offer a price of $9,440.10/mo. fixed for the requested services ($113,281.20 for one
[1] year + $5,025.05 for contract transition costs), plus an hourly rate for specific services that are not
included in our MSP package price as per our Cost Proposal should the City determine it would like to
procure these services. The following tables below lists our prices and the services included in our MSP
package.
Table 6 - Fixed Fee MSP Services to the City of Rosemead by year
Fixed-Fee Service Year 1 Year 2 Year 3 Year 4 Year 5
Per Month $ 9,440.10 $ 9,770.50 $ 10,112.47 $ 10,466.41 $ 10,832.73
Per Year $ 113,281.20 $ 117,246.04 $ 121,349.65 $ 125,596.89 $ 129,992.78
1st Year
Transition/
Phase-In Cost
$5,025.05 - - - -
Fees assume the following:
1. The City will provide an enclosed, secure office for the on-site SaalexIT technician.
2. Additional SaalexIT technician will be available on-site as needed. However, our team of experts
will resolve issues when they can be fixed remotely.
3. Fixed-fee covers all services checked in Table 6 of the SaalexIT proposal as In-Scope
Work/Included.
4. Fees do not include the cost of any hardware or software requirements.
5. Fee increases are about 3.5% per year for cost of living adjustments.
Table 7 - IT Services included in the MSP package for the City of Rosemead
Scope IT Service Included
in MSP
package
Additional
Cost
DS1 Provide help desk support for problem resolution and requests for
installations and upgrades. Requests may be received in-person, via
telephone, or email.
✓
DS2 Respond to client/caller with resolution/diagnosis according to
prioritization. ✓
DS3 Communicate with users on a non-technical level. ✓
DS4 Utilize a tracking system to track and monitor the status of help desk
requests. ✓
DS5 Assist designated City Personnel with hardware and software
purchases as needed and assist with warranty and other technical
support.
✓
CO1 Review of all process logs for normal execution and performance. ✓
CO2 Review of security logs for unusual activity. ✓
CO3 Ensure scheduled preventive maintenance. ✓
CO4 Monitor server performance and capacity management services. ✓
CO5 Performing backups, backup rotations, and restores of all systems,
servers, network equipment. ✓
Saalex Information Technology
Information Technology Management Services
08 October 2019
City of Rosemead Information Technology Management Services 59
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Scope IT Service Included
in MSP
package
Additional
Cost
CO6 Maintenance of network activity records and reports. ✓
CO7 Monitoring and reporting status of servers. ✓
CO8 Monitoring and reporting on status of network. ✓
CO9 Logging of network activities and events. ✓
CO10 Checking on versions of software that require updates. ✓
CO11 Maintaining process and operational documentation. ✓
CO12 Keeping and maintaining records on hardware assets (e.g., PCs,
servers, network equipment) including acquisition date, warranty
date, maintenance and repair contact number.
✓
CO13 Keeping and maintaining records on software assets (e.g., PCs,
servers, databases, applications, OS) ✓
SAS1 Administration of network user access rights as approved by the
City.
✓
SAS2 Administration of global and group security policies as approved by
the City.
✓
SAS3 Performing quarterly scans for wireless access points as required for
PCI compliance.
✓
SAS4 Network, network device and systems security administration and
record keeping.
✓
SAS5 Monitoring for intrusion attempts, attacks, viruses, etc. ✓
SAS6 Firewall configuration and version updates. ✓
SAS7 Keep servers, workstations and appliances up-to-date with security
patches.
✓
SAS8 Notify City personnel immediately of suspected breaches of security ✓
NASS1 Maintain all City network equipment including switches, firewalls,
routers, IP phone systems and other security devices.
NASS2 Manage backup and disaster recovery systems. ✓
NASS3 Install and maintain printers, network copiers/scanners, group
policy, software updates, etc. as deemed necessary and maintain a
citywide network diagram.
✓
NASS4 Network and network device performance monitoring, diagnostics
and tuning. ✓
NASS5 Network and network device configuration and version updates. ✓
NASS6 Network and network device configuration management and record
keeping. ✓
NASS7 Network, network device and server capacity monitoring and
planning. ✓
NASS8 Server OS configuration and version updates. ✓
NASS9 Anti-malware software management (keeping current updates and
versions). ✓
NASS10 Coordination and cooperation with other City service providers. ✓
NASS11 Provide troubleshooting and resolution of network communications
problems with the City’s existing network as these problems are
reported through the IT help desk or identified by support
technicians.
✓
PPM1 Analysis of information systems needs. ✓
PPM2 Long-range information systems planning and forecasting. ✓
PPM3 Researching and evaluating technical solutions. ✓
PPM4 Acquiring quotes. ✓
PPM5 Preparing project implementation plans and timelines. ✓
Saalex Information Technology
Information Technology Management Services
08 October 2019
City of Rosemead Information Technology Management Services 60
Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal.
Scope IT Service Included
in MSP
package
Additional
Cost
PPM6 Coordinating with City staff and contractors. ✓
PPM7 Conducting project meetings. ✓
PPM8 Preparing project status reports. ✓
C&A Communications and Analysis ✓
60-Day Transition ✓
90-Day Cybersecurity Focus SIEM/SOC ✓
90-Day Architecture/Infrastructure Analysis and Optimization ✓
24x7x365 Help Desk Support ✓
Out-of-Scope Services Available for Additional Cost
Website Support ✓
Data Analytics/Predictive Analytics (DAPA) Service ✓
COSTS FOR EXTRA AFTER-HOURS SERVICES AND ADDITIONAL OPTIONS
The below items list our prices for the services not included in our MSP package.
Table 8 - After Hours Services/Additional Options
IT Services Year 1 Year 2 Year 3 Year 4 Year 5
Emergency Hour(s) Service $105.00 $108.68 $112.48 $116.42 $120.49
Out-of-Scope
Projects/Additional Project
Hours (e.g. website support,
DAPA)
$95.00 $95.00 $95.00 $95.00 $95.00
Transportation/Travel $0.00 $0.00 $0.00 $0.00 $0.00
Out-of-Scope
requiring CIO
$125.00 $128.12 $132.32 $134.60 $138.00
INSURANCE
If selected as the City’s IT Service Provider, SaalexIT will provide the requested documentation regarding
required insurance coverage.
PROFESSIONAL SERVICES AGREEMENT
SaalexIT has reviewed the professional services agreement and accepts the terms and conditions with no
exceptions.
Attachment E
Proposal from Max Power Technology
https://maxpowertechnology.com/
DUE DATE
Tuesday, October 8, 2019 at 10:00 a.m.
ADDRESSED TO
Daisy Guerrero
Management Analyst
City of Rosemead
PROFESSIONAL
SERVICES FOR
INFORMATION
TECHNOLOGY
MANAGEMENT SERVICES
for the City of Rosemead
WELCOME
COVER LETTER
3849 East Cesar Chavez Avenue, Los Angeles, CA 90063
October 8th, 2019
Daisy Guerrero
Management Analyst
City of Rosemead
8838 E. Valley Boulevard
Rosemead, California 91770
Re: RFP NO. 2019-11, Professional Services for Information Technology Management Services
Dear Ms. Guerrero:
Max Power Technology LLC is pleased to submit a response to your Request for Proposal for the
Information Technology Management Services (RFP No 2019-11) for the City of Rosemead. We have
reviewed the details and requirements of the proposal and are condent that with over 35 years of
combined experience, we exceed your qualication requirements. As requested by your RFP process, we
are formally acknowledging that we have received and reviewed your Addendum No. 1 dated 9/24/19.
Our unique value chain covers the full life cycle of IT services — from the procurement of technology to the
conguration, implementation and management of secure, complex environments. Our IT services
provide exible access to a highly motivated and dedicated team of IT support professionals with in-depth
knowledge of a wide range of operating systems, wireless technology, client/server systems, and
applications.
As a responsive and responsible bidder, we anticipate the opportunity to move forward with the interview
portion of your process where we can highlight our unique capabilities from network security evaluation,
IT Audits to the development of a comprehensive IT Business Plans that will prepare the City for regulatory
and cyber security challenges that lay ahead.
If you have any questions or concerns regarding this proposal and its content, please feel free to contact
me at (323) 833-8602 or email me at jose@maxpowertechnology.com. Thank you in advance for your time
and I, and the Max Power team, look forward to providing the City of Rosemead with unequivocal IT service
and support.
Best Regards,
Jose R. Gonzalez
Chief Executive Ocer
Max Power Technology LLC.
WELCOME
TABLE OF
CONTENTS
1. Proposal Summary
2. Company Prole
a) Contact Information
3. Relevant Experience
a) IT Managed Services
b) IT Support Model Redesign
c) Mobile Device Management
d) Ransomware Mitigation Plan
4. Methodology and Work Plan
5. Stang
a) Resumes
b) Organizational Chart
6. References
7. List of Pending or Previous Litigation
8. Cost Sheet and Rates
Pg. 01
Pg. 02
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Pg. 04
Pg. 04
Pg. 05
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TABLE OFCONTENTS
SECTION 1
PROPOSAL SUMMARY
01
Max Power is proposing a full IT Service Management proposal that will ensure a successful
partnership and the growth of the City of Rosemead. From our customer centric training to
ensuring that we are caught up on all the latest technology and security threats, we aim to ensure
that all of Rosemead sta and residents have 100% uptime and near zero technical issues. Max
Power Technology will assess and create a strategic plan for the city’s technology direction within
the rst 90 days. We believe that IT support should be simple, intuitive and fully centered around
you, our clients.
Our comprehensive array of services encompasses all of the needs enumerated under the request
for proposal and exceeds the minimum service levels required. Our full-time sta member is ready
to provide exemplary client support and our 24-hour support hotline is prepared to provide the
emergency support should the need arise. Max Power Technology has combined the know-how
and depth of knowledge of bigger rms but has maintained a service-oriented IT provider.
Max Power Technologies’ priority is understanding our customer’s business objectives and ensure
that the current services are tailored for a particular need-based purpose, designed to fulll a
business objective. Our team will meet with the existing service provider to evaluate the current
hardware and software environment, evaluate existing technology tools, review historical service
requests, identify resources and capabilities, engage in knowledge transfer, and establish
customer and vendor relationships.
The Managed IT Services across each technology will include proactive operational activities such
as monitoring server and network performance, applying security updates and performing
routine scans on desktop and laptop computers, performing backups, and monitoring rewall
functionality. Reactive operational activities include responding to user incidents and requests for
help. Other administrative activities include identifying Key Performance Indicators which will
measure service delivery and provide operational reporting on the health of the Managed Service
activities.
Max Power Technology team members will monitor and control the IT services to ensure that their
underlying infrastructure are being provided eciently and eectively as per Service Level
Agreements. This includes monitoring services, resolving incidents, fullling requests and carrying
out day-to-day routine tasks related to the operation of infrastructure components and software
applications.
SECTION 2
COMPANY PROFILE
COMPANYPROFILE
Max Power Technology was established as a Limited Liability Corporation in 2018 after a group of
IT professionals came together in order to ll a service gap that existed in the IT industry. The gap
that was lled was the implementation of a simplied service-based approach to empower clients
on how to manage their IT systems, reduce costs and maximize performance. Most people do not
fully understand the complexity of complete IT systems, we took it upon ourselves to develop an
approach that explained every single aspect of IT, and when everyone woke up from their somber,
we decided to instead focus on Client Relationship Management.
Max Power Technology is a minority owned, micro business enterprise that employs seven
full-time staers and hires addition independent contracts when there is a need for additional
support. The members of our team have all been chosen to enhance the ability to provide the
most comprehensive skill sets to meet the needs of our clients. This allows Max Power Technology
and our sta to ensure that we have continuous improvement and support our clients. Our diverse
portfolio of clients allows us the ability to enter into a long-term service relationship with other
potential clients. The senior executive board members of the company have over 35 years of
combined experience and have demonstrated industry knowledge that has catapulted a startup
company to projected revenues of over 1 million dollars. While other rms change, add and
supplement the services they provide including grant writing, engineering and IT, we have stayed
true to our vision of focusing on service-oriented IT technology services and support. Relatively
speaking, we may not be the biggest rm but what we lack in size we make up in service; and what
we lack in longevity we make up with consistent, strong exponential growth.
Max Power Technology’s corporate oces are based in East Los Angeles and as local community
stakeholders, we strive to partners and integrate into the communities we serve as good corporate
partners. We are committed to a long-term support relationship with the City of Rosemead and are
committed to providing the resources necessary to expand any need that the City may have.
As a way to better serve our customers, we strive to save our clients’ money by leveraging the latest
and greatest technology tools. It is through proactive IT Business Eciency analysis that we aim to
ensure our customers Return on Investment is maximized. We have not had any litigation with any
current or past customers. We look forward to providing the City of Rosemead with the
unmatched IT services that will serve as a catalyst for the next 60 years. 02
SECTION 2
CONTACT
INFORMATION 03
Jose R. Gonzalez
Chief Executive Ocer
(323) 833-8602
Jose@maxpowertechnology.com
Jairo E. Tzunun
Chief Operating Ocer
(213) 531- 7770
Jairo@maxpowertechnology.com
Mario Martinez
Chief Information Security Ocer
(213) 200-3566
Mario@maxpowertechnology.com
CONTACTINFORMATION
Analyzed, recommended, redesigned and implemented a replacement
support model for one of the largest school districts in the country 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
prevented major analytical components to be tracked for eciency. The
client’s IT sta and their support models lacked system structures that
resulted in a non customer centric support model.
The resulting new structure improved the eectiveness of the system
and increased end user service level eciencies. 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.IT Support Model redesignBudget:
$10 million
Duration:
1 year
Percentage of Work
Performed: 100%
2
SECTION 3
RELEVANT EXPERIENCE
04
CASESTUDIES
Enhanced IT support model at a major university to ensure that they had
adequate stang. Max Power Technology proposed a plan that allowed
the university to always have support sta at any required moment. We
were able to create an agreement that not only saved funding for the
university but also improved the support levels and customer
satisfaction. Max Power Technology supports all user devices, computer
labs, network hardware, and applications. By training multiple sta, we
ensure that regardless 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. IT Managed ServicesBudget:
$80,000.00
Duration:
Over 1 year
Percentage of Work
Performed: 100%
1
Budget:
$6.7 million
Duration:
5 years
Percentage of Work
Performed: 100%
Developed and implemented a ransomware mitigation plan for a large
entertainment company with a diverse environment that included
approximately 500 servers and 1000 workstation endpoint devices. Our
team was responsible for assessing the organization's current security
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 specic
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 identied. The scope
of the work included, but was not limited to, restricting access across
systems and user access permissions; ensuring backups were
implemented and working as expected; protecting endpoints and
servers with antivirus software and establishing adequate patching
schedules; and implementing network segmentation to detect and
mitigate attacks. All timelines and milestones were met and the project
stayed within budget. Ransomware Mitigation PlanBudget:
$12,000.00
Duration:
90 days
Percentage of Work
Performed: 80%
(20% done by
company’s IT sta)
4
A large school district with over 70,000 employees, 950 locations
servicing over 660,000 students required a centralized secure mobile
device management solution that warranted minimal interaction from
end users. Not only would the mobile device management solution have
to be granular enough to ensure security, but it would also need the
ability to scale to support approximately 500,000 mobile devices
consisting of Windows, Chromebooks, iPads, Mac computers, and
Android devices.
The team evaluated and developed considerations for the engagement
of various MDM companies and assessed multiple products to determine
capabilities and limitations of the mobile device management solutions.
By modifying existing protocols, Max Power Technology would be
charged 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 conguration
and installation was completed, our team provided training pertaining to
device management and deployment workow 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 sta’s ability to monitor and manage devices remotely
signicantly reduced support calls while dramatically increasing device
security. All timelines and milestones were met and the project stayed
within budget.Mobile Device Management3
05
SECTION 4
METHODOLOGY &
WORK PLAN
06
Max Power Technology follows ITIL (Information Technology Infrastructure Library) Service Lifecycle for IT
services management and for the implementation of IT best practice. The series of steps taken to assess,
recommend, design, transition and service the clients infrastructure are collectively utilized to ensure
redundancy and improved functionality.
Strategic Assessment
Max Power Technologies’ priority is understanding our customer’s business objectives and ensure that the
current service are tailored for a particular need-based purpose, designed to fulll a business objective. Our
team will meet with the existing service provider to evaluate the current hardware and software
environment, evaluate existing technology tools, review historical service requests, identify resources and
capabilities, engage in knowledge transfer, and establish customer and vendor relationships.
Service Design
During the Service Design phase of the process, Max Power Technology will identify key stakeholders, review
and update current IT support processes, plan for technology tools conguration or updates, engage third
party vendors which are critical to support existing services and IT operation. Max Power Technology will
oer recommendations for service improvement and propose a blueprint for a three-year support plan.
Service Transition
In order to ensure a seamless uninterrupted transition, Max Power Technology, in collaboration with the
existing consulting rm, will perform hardware and software service validation, testing, and transition
planning. During service transition, the assigned sta member will work with the City of Rosemead on a
communication plan to minimize impact to end-users, engage key support personnel, and ensure the
production environments continue to operate without disruption.
Service Operation
Max Power Technology team members will monitor and control the IT services to ensure that their
underlying infrastructure are being provided eciently and eectively as per Service Level Agreements. This
includes monitoring services, resolving incidents, fullling requests and carrying out day-to-day routine
tasks related to the operation of infrastructure components and software applications.
METHODOLOGY& WORK PLAN
SECTION 4
METHODOLOGY &
WORK PLAN
07
Continual Service Improvement
Max Power Technology will continuously evaluate the quality of service and make recommendations to
improve eciency as new technologies become available. We will align IT services for the City of Rosemead
by identifying and implementing improvements to the changing business needs. Our quarterly service
review includes the following deliverables:
Review and analyze improvement opportunities.
Review and analyze Service Level Agreement results.
Improve cost eectiveness of delivering IT services without sacricing customer satisfaction.
Identify and implement individual activities to improve IT service quality.
Ensures applicable service management methods are used to support continual improvement activities
The Managed IT Services across each technology will include proactive operational activities such as
monitoring server and network performance, applying security updates and performing routine scans on
desktop and laptop computers, performing backups, and monitoring rewall functionality. Reactive
operational activities include responding to user incidents and requests for help. Other administrative
activities include identifying Key Performance Indicators which will measure service delivery and provide
operational reporting on the health of the Managed Service activities.
Service Governance
In order to ensure that the client understands and works in unison with changing support providers, Max
Power Technology establishes a leadership and hierarchical escalation process that is structured for the
establishment and on-going operation of the Support Services.
The Governance structure will be divided into a strategic, tactical and operational levels as dened below:
The Strategic level is designed to establish the foundation of communication
and service operations, to mutually develop a road map for business transactions.
The following topics will be discussed with the client bi-annually:
Identifying issues and corresponding solutions that have risen and develop
methods to anticipate or prevent problems from arising.
High-level Service Level Performance and project follow-up
Service enhancement and/or expansion
Technical plans and future projects.
Attendees from Max Power Technology: Account Manager,
Service Delivery Manager
S T R A TEG IC L E V E L
SECTION 4
METHODOLOGY &
WORK PLAN
08
T A C T IC A L LEV ELO P ER A T IO N A L LE V E LThe Tactical Level is designed to further enhance the services being provided
and to improve the partnership between the City and Max Power Technology. The
following topics will be addressed monthly or when necessary:
Contractual topics connected to Operational level
Review of minutes of prior meeting
Review and analysis of performance metrics
Current status of additional special projects (if any) or outstanding
implementation action items
Discuss aspects of change requests, congurations and projects.
Opportunities for process and/or service improvement
Attendees from Max Power Technology: Service Delivery Manager
The Operational level is designed to address the day to day business operations
of the services being provided. The following topics will be discussed weekly or
on need basis:
Incident and problem handling
Requested in-services (not change requests)
Daily routine follow up
Attendees from Max Power Technology: Service Delivery Manager
Annual review
During the transition phase, the Customer specic metrics and evaluation measurement methods will be
agreed upon. Once developed and approved they will serve as guidelines and placed on the agenda of
the monthly meeting. During the annual review, the guidelines and resolutions will serve as the basis of
discussion to ensure objective discussions are held about topics of concern previously presented on the
monthly and quarterly reviews.
Reporting
Max Power Technology will report on a monthly basis the status of the Service Level Fulllment (“SLF”) for
the preceding month and how Max Power Technology fullls and meets the agreed service levels.
Activities for work outside the scope of this SOW (additional projects) will be reported and agreed under
a separate SOW.
SECTION 5
STAFFING
José Roberto González
jose@maxpowertechnology.com
Solid record of leadership in software development, process
reengineering, and resource management
Growth-focused professional with a proven capacity to lead diverse organizations to consistent success.
Talent for spearheading special projects and service management functions. History of empowering teams
to exceed ambitious objectives. Able to deliver exemplary customer support, and guide full life cycle
planning. Demonstrable ability to track progress through KPIS, advise client, and formulate hardware and
software recommendations.
IT DIRECTOR / PROJECT MANAGER
PROFESSIONAL EXPERIENCE
DIRECTOR, IT CUSTOMER SUPPORT
2018 to Present
Play critical role in bolstering student and sta satisfaction, driving
$100M+ software development projects, conceptualizing cost-eective
strategies, and empowering team members in second largest school
district in United States. Balance concurrent tasks to coordinate 180 sta
members and devise transformative process redesign strategies in
support of essential school functions impacting more than 800 school
sites, 60,000 employees, 550,000 students, and over one million parents.
Navigate Enterprise Help Desk consolidation eort to expand silo
organizations. Integrate policies to maximize cross-functional eciency,
secure vendor relationships, and stimulate team cohesion.
Drive vendor management and contract negotiations, engaging with
large-scale entities such as Google, Apple, HP, Adobe, Intel, and Arey
Jones.
Captured tremendously rewarding agreements, including 5-year
contract with Apple worth $100M and $125M contract with Arey
Jones.
Persistently outperform expectations and set new standards in
proactive leadership, recognized by Ernst & Young as single most
mature Help Desk representative for LAUSD.
Excel in continuously rening complex procedures and
communication, boosting student, parent, and employee satisfaction
from 70% to 90%.
PRO SKILLS
Strategic Planning & Leadership
Software Development / Analysis
Quality Assurance & Performance
Improvement
Curriculum Design / Evaluation
Network Administration
Technology Planning
Desktop Support /
Troubleshooting
IT Service Management
Student Information Services
Social Media Marketing
10
CAREER EXPERIENCE
DEPUTY DIRECTOR, IT CUSTOMER SUPPORT
2015 to 2018
Spearheaded far-reaching process redesign initiatives and directed
more than 125 unique personnel. Leveraged expertise to facilitate
performance metrics and gauge productivity. Deployed successful
cost-saving methods, signicantly curtailing driving time and mileage.
Played leading role in growing rst contact resolution (FCR) rates.
Inaugurated interactive program to train support sta.
MISIS PROJECT MANAGEMENT POD LEAD
2014 to 2015
Drove full life cycle of cross-functional matrix organization. Assumed
responsibility for one fth of $130M software project recovery. Held
direct oversight of business analysis, subject matter experts (SME),
quality assurance (QA), production, and specication documentation
generation.
Reinforced large-scale data cleaning projects for prominently
recognized student information system.
BUSINESS EFFICIENCY ANALYST
2013 to 2014
Took command of requirements gathering, business process
modernization, software development and auditing, and customer
support functions to support students and executive sta.
IT BUSINESS EFFICIENCY ANALYST
2012 to 2013
Produced critical path analysis charts and project charters. Formed
data-driven presentations in articulating recommendations to
senior-level representatives. Instituted Enterprise License Agreements
(ELA). Constructed state-of-the-art cost recovery programs.
EDUCATION &
CREDENTIALS
California State University, Los
Angeles, Los Angeles, California
BACHELOR OF SCIENCE IN BUSINESS
MANAGEMENT AND COMPUTER
INFORMATION SYSTEMS, 2014
TECHNICAL
PROFICIENCIES
Mac OS; Windows OS; Active
Directory; Windows Server;
Microsoft Oce
SELECT PROJECTS
$10M
Customer Experience Improvement
$30M
CCTP Phase 1L Laptops
$300K
Windows 8.1 OS LAUSD Pilot
$260K
Granicus Board Item Management &
Video Streaming
$80M
My Integrated System for Students
(MISIS)
$100K
Attendance Tracking Software
Implementation: School 2 Home
$30K
Wireless Upgrade
ADDITIONAL EXPERIENCE
Field Service Technician
LAUSD
2011 to 2012
Information Technology
Central Oce
Technology Support Coordinator
LAUSD
2004 to 2011
South Gate Middle School
City of Cudahy, CA
MAYOR
2018 to Present
MaxPower
Technology
CEO
San Mike
Investments
CEO
SECTION 5
STAFFING
INFORMATION ASSURANCE ENGINEER
PROFESSIONAL EXPERIENCE
INFORMATION ASSURANCE ENGINEER
Entertainment Partners I Burbank, CA
January 2017 - September 2019
Mario Martinez Oliva
mario@maxpowertechnology.com
Successfully lead and implement various security projects within all aspects of the project lifecycle from sourcing, POC, vendor management, documentation, operationalize, and train team members. Performing security operations, monitoring, assigning severity levels, and responding to security incidents with dened SLAs.
Established a process for identifying, mitigating, and responding to major security events within EP’s environment with approximately 2,000+ workstation endpoints and 1000+ servers which include Windows, OS X, and Linux operating systems.
Assist the organization with developing and maturing their information security program. Moving from a reactive security model to a proactive model that identies security gaps and deploy mitigations; in addition to researching and monitoring threat intelligence sources.
Deployment and administration of Proofpoint DLP and email gateway solutions as well as mitigate risks around Oce 365 to protect against phishing campaigns and other email attacks.
Created and implemented a robust malware security plan to mitigate risks associated with Ransomware, hacking tools such as Mimikatz, and malware / botnet activities such as Emotet and WannaCry.
Implementing and managing IOC watchlists by leveraging security automation tools such as Palo Alto Networks Minemeld and Demisto to improve the response time to identied threat activity.
Implementing a centralized network logging system leveraging the ELK stack and Securonix UBA which provided the organization with full visibility into network, application, and user activities.
Contributed to external security focused events in the form of presentations, whitepapers, and demos; including a security presentation for a large client that helped the organization obtain new contracts by demonstrating a mature and robust security program.
Optimized existing and newly acquired security tools/systems to provide maximum value while ensuring minimal impact to IT/Development operations and business units.
Develop security baselines and best practices for cloud environments such as AWS and Azure.
Worked in collaboration with network team to deploy Bradford NAC solution.
Implementing a gamied security education program for employees with monthly presentations, training videos, and reporting metrics to senior management.
Security integration via API for various security solutions such as CarbonBlack EDR, UBA, Symantec antivirus, Palo Alto Network Firewalls, WildFire malware sandbox, ProofPoint DLP/Email security to centrally triage security events and reduce the incident identication and response time from hours to minutes.
Deployment, conguration, and administration of an MDM solution for iOS and Android mobile devices
Implementing security solutions to meet control requirements and manage the security systems needed to assist the organization in achieving ISO certication
Performing application and network vulnerability assessments using Qualys and worked with operations teams to ensure ecient patching for both scheduled patch releases and unscheduled patch releases targeting specic threats such as WannaCry
12
PROFESSIONAL EXPERIENCE
SECURITY ENGINEER - CONSULTANT
Digital Scepter Corporation I Los Angeles, CA
February 2015 to November 2016
Conducted web application vulnerability scans and assessments for customers using industry standard tools such as Nexpose, Nessus, Fiddler, OWASP ZAP proxy, among others
Deployed, managed, and monitored DLP solutions such as Websense and Digital Guardian
Implemented next-generation endpoint security solutions for clients in diverse industries including aerospace, education, government, and entertainment
Performed rewall migrations from Cisco, Juniper, and Checkpoint to Palo Alto Networks rewalls for clients in diverse industries including Aerospace, Education, Government, and Entertainment
Provided advisory services to customers to assist in the development of their security programs and helped establish policies and procedures to address security gaps and strengthen their security position through network hardening and segmentation
Audited rewall congurations, performed rewall health checks, and implemented application-based security on Palo Alto Networks rewalls in accordance to best practices
Architected and deployed enterprise-wide logging and monitoring solutions with Splunk and Syslog for customers with large network environments such as Los Angeles County Metropolitan Transportation Authority
Performed incident response, network forensics, and threat intelligence analysis for customers in diverse industries including Aerospace, Education, Government, and Entertainment
Congured web trac decryption, ltering, and monitoring on Palo Alto Networks rewalls
Development of security baselines and deployment of PAN rewalls for AWS environments
Special Project: Developed technical requirements and participated in the development of a proprietary rewall auditing and monitoring solution sold as a product by Digital Scepter Corporation
EDUCATION &
CREDENTIALS
California State University, Los
Angeles (June 2013)
BACHELOR OF SCIENCE: COMPUTER
INFORMATION SYSTEMS I BACHELOR
OF SCIENCE: COMPUTER
INFORMATION.
Relevant Coursework: Hardware and
Software Architecture; Information and
Internet Security; Computer Forensics;
Python Programming; Palo Alto
Networks Firewall training; SANS
training.
TECHNICAL
PROFICIENCIES
OWASP Top 10, Nexpose, Palo Alto
Networks rewalls, Splunk, DNS
security, Network and Endpoint
security, Computer forensics with
Encase and FTK, Networking,
Internet and information security,
Bash scripting, Python, PKI
Cryptography, Windows, Linux
and OS X operating systems, Kali
Linux, Nessus, Metasploit, ELK,
Proofpoint solutions, ELK,
Bradford NAC, CarbonBlack,
TCP/IP protocol stack, IDS, IPS,
Antivirus software, UBA software,
syslog, incident response, threat
intelligence and threat hunting,
wireshark, encryption, Hadoop.
LEADERSHIP EXPERIENCE
CYBERPATRIOT
SPECIALIZED COACH
Field Service Technician
Los Angeles Unied School District
(March 2013- Present)
-Teaching groups of 10 to 20
students about cryptography and
Steganography.
-Teaching groups of 10 to 20
students about cybersecurity
concepts and Linux hardening
procedures.
13
PROFESSIONAL EXPERIENCE
SECURITY ENGINEER
LOS ANGELES UNIFIED SCHOOL DISTRICT I Los Angeles, CA
February 2013 to January 2015
Performed operations security functions including but not limited to managing rewalls, mail gateways, syslog servers, legal data requests, network monitoring, and security incident response
Developed IT security forms, policies, and procedures including Windows server and Linux hardening documentation and scripts, along with Windows endpoint and iOS mobile device security baselines and hardening procedures
Administered Nessus vulnerability scanner, performed scans on web applications and servers, provided vulnerability remediation recommendations, and worked with functional teams to minimize business impact
Participated in the development and implementation of the district’s employee and student cybersecurity awareness training program
Conducted internal IT audits and assisting in the completion of the annual IT Control Testing audit
Managed and automated critical B2B encrypted data transfers on IBM Sterling File Gateway systems
Performed digital forensic investigations using EnCase software and providing expert advice regarding digital evidence
Assisted in constructing workows for the automation of security functions using BMC ITSM
Special Project: Provided research for developing project charters, and aided in drafting an RPF for the acquisition of information security systems
Developed and implemented security baselines for Linux and Windows operating systems including servers and workstations.
Provides management with security metrics such as number of monthly security events, major sources of incidents, identify high risk users/assets, severity metrics, time to response which was leveraged to demonstrate the value of security to the enterprise as well as aid in driving down measurable risk
COMPUTER ASSISTANT
Los Angeles Public Library I Los Angeles, CA
August 2006 to February 2013
Provided extensive customer service and troubleshooting assistance to 450 library patrons monthly relating to
Public computer workstations, productivity software, Wi-Fi networking, and other technology needs
Supervised and ensured that the library's 20 public workstations are functioning properly, and ensuring that all
Peripherals and printers are fully stocked and serviced with the necessary supplies
Responsible for all IT-related operations at the library branch
Drafted semi-monthly comprehensive reports of technical issues and collaborate with teams to anticipate other issues
SECTION 5
STAFFING
Jairo E. Tzunun
jairo@maxpowertechnology.com
Solid record of leadership in Mobile Device Management, IT
Service Management, and process reengineering
Self-motivated and results driven professional with a proven ability to guide a full IT asset life cycle management
program and lead diverse teams to consistent success. Talent assessing information system needs, spearheading
high-prole projects, and improving IT service management functions. History of executing innovative projects to
improve operational eciency 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.
IT SERVICE MANAGEMENT /
MOBILE DEVICE MANAGEMENT ADMINISTRATOR
PROFESSIONAL EXPERIENCE
MOBILE DEVICE MANAGEMENT ADMINISTRATOR /
IT SERVICE MANAGEMENT
Los Angeles, California
2013 to Present
Managing and directing the daily operations of the Mobile Device Management (MDM) Unit since April 2013. Responsible for lifecycle management of 482,000 assets District-wide from device acquisition, conguration, deployment, monitoring, to device retirement. Ensuring Children's Internet Protection Act (CIPA) compliance on student devices to provide a safe learning environment and support ongoing E-RATE funding. Managed the design and implementation of the Apple Volume Purchase Program (VPP), which provides a process to acquire, deploy, and monitor mobile applications and software, and allows for the eective monitoring of software license compliance at approximately 1,000 school locations. I, along with the MDM team, helped deploy approximately 18,000 mobile applications and instructional software totaling over 16 million software licenses distributed District-wide. Active role in executing and managing large-scale multi-million dollar
projects and project budgets. In 2017, in addition to leading the MDM
Unit, I took a leading role in the operations of the IT Service Management
(ITSM) Unit responsible for managing, conguring, and supporting BMC
Remedy ITSM, the District’s newly deployed IT asset management
system. Collaborated with the IT Asset Management team to migrate IT
asset data from multiple sources into the BMC Remedy IT Asset
Management system. Also, led and coordinated eorts to improve
foundation data synchronization between IODS (Data Source) and BMC
Remedy Conguration Management Database, which is critical for the
eectiveness of IT asset lifecycle management.
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
15
Furthermore, I developed and presented an Asset Management Plan to
consolidate the management of hardware and software assets, improve
eciency, and provide asset visibility across the organization. Thereby,
resulting in better software licensing compliance and allowing District
leadership to eectively forecast and plan for hardware and software
purchases moving forward. Serve a critical role in implementing
continuous IT service improvement, maximizing the use of IT tools,
standardizing and documenting processes based on ITIL standards, and
empowering team members in the second-largest school district in the
United States. Currently working on the following large-scale projects
and budget development:
$4.5M BMC IT Service Management Contract – Budget development,
contract negotiations, and vendor management.
$3.4M Enterprise Help Desk Consolidation Project – budget
development, project management, and ensure bond compliance.
IT BUSINESS EFFICIENCY ANALYST
2011 to 2013
Responsible for analyzing IT operations and business processes.
Developed strategies to increase eciencies by identifying
appropriate technologies and guiding the implementation of IT
best practices. Worked directly with the Chief Information Ocer
and Executive Management presenting, planning, and executing
multiple IT projects.
$50K Bomgar Remote Support Solution Project - Acquisition
and deployment of a remote IT support tool to improve
customer service and drive eciency and cost savings across the
organization.
Creation of the Mobile Device Management (MDM) Unit and
deployment of mobile device management technologies to
eectively 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 workows.
COMPUTER TECHNICIAN /IT FIELD SERVICES TECH II
1997 to 2011
Team lead responsible for installing, conguring, troubleshooting
and repairing classroom technology including network
equipment, servers, desktop and laptop computers, software and
peripherals. Providing training to lower level support sta.
Researched and recommended an inventory management system
to request, track, and monitor parts availability.
EDUCATION &
CREDENTIALS
University of Phoenix, Pasadena,
California
BACHELOR OF SCIENCE IN BUSINESS
ADMINISTRATION/INFORMATION
SYSTEMS, 2012
PROFESSIONAL
MEMBERSHIPS
International Association of IT Asset Managers (IAITAM)
Information Systems Audit andControl Association (ISACA)
Computing Technology Industry Association (CompTIA)
Microsoft Certied ProfessionalMember
Apple Developer Program
Latino Business Chamber of Greater Los Angeles (LBCGLA)
PROJECT
IMPLEMENTATION
$100M
Common Core Technology Device
Deployment Project
$30M
CCTP Phase 1L Laptop Deployment
Project
$6.7M
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 Ocer
One Stop Tek, Inc.
President
SECTION 5
STAFFING
Brian Sandoval
brian@maxpowertechnology.com
Mr. Sandoval will be the IT Support Technician and will be responsible for the day to day operations and user
inquiries or service tickets generated throughout the day. He has a Bachelor’s Degree in Computer
Information Technology from the California State University at Northridge and was a National Finalist for the
Cyberpatriot Competition in the Regional Cyber Collegiate Defense Competition. His expertise in
assessment and troubleshooting will enable him to nd solutions to complex issues. Based on the need and
complexity of the problems, Mr. Sandoval will follow the existing protocols of escalation and triage the
needs of the City’s service ticket generation. In addition, Mr. Sandoval will be responsible for the set up and
operation of audio and video equipment including microphones, speakers, video screens, projectors, video
monitors, recording equipment, connecting cables, and related electronic equipment for meetings,
presentations, and news conferences.
SUPPORT TECHNICIAN
Anthony Acosta
anthony@maxpowertechnology.com
Mr. Acosta has been an essential member of the Max Power Team since 2017 and has assisted in optimizing
Operating Systems and eliminating cybersecurity vulnerabilities for various private and public sector clients.
Completely uent in Power BI, Tableau and various other system programming languages, he will be integral
in the execution of system upgrade and congurations, as well as, conducting end user training sessions that
introduces and enhances various technologies to members of the City sta. As a Graduate of California State
University, Los Angeles with a Bachelor’s of Science in Business Administration with an emphasis on
Computer Information Systems, Mr. Acosta frequently mentors’ students on system analytics, information
systems, computer programing and the integration of technology and the work place. Mr. Acosta will assist
the City of Rosemead as a Network Technician in charge of, amongst other things, ensuring the network
device congurations are performing at their maximum eciency.
NETWORK TECHNICIAN
16
SECTION 5
STAFFING
17
ORGANIZATIONALCHART
Brian Sandoval, ITSupport Technician
Anthony Acosta, ITNetwork Technician
Tobias Sebastian, ITIT Administrator
Jairo E. Tzunun
COO
Silvano Sebastián, IT
Security Analyst
Mario MartinezCISO
Jose R. Gonzalez
CEO
SECTION 6
REFERENCES 18
REFERENCES
Atsuro Kagawa
IT Service Desk Manager
UCLA Anderson School of Business
atsuro.kagawa@anderson.ucla.edu
(310) 206-2957
Ronald S Chandler
Chief Information Ocer
Harvard Business School
RChandler@hbs.edu
(213) 248-0703
Roger Zakharia
VP Operations / Business Development
XOM Global
roger.z@xomglobal.com
(858) 354-0068
SECTION 7
LIST OF PENDING OR
PREVIOUS LITIGATION
19
Max Power Technology LLC,
nor any subcontractor,
has EVER been involved in any litigation or lawsuits
from any public project undertaken by the rm.
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
rm or its insures within the last ve years.
SECTION 8
COST SHEET AND RATES
20
Service Type Description Monthly Rate
Onsite Support Montly Plan /
40 Hours per Week - Regular
Business Hours
An IT Support technician will provide
onsite coverage Monday through
Thursday from 7:00 AM to 6:00 PM for a
total of 40 hours per week.
$9,500.00
After Hours Support (Scheduled)Description Monthly Rate
L1 & L2 Onsite Support
(2 hours minimum)
An IT Support technician will be
directed to provide after hours and
weekend coverage upon 72 hour
advanced notice. Max Power
Technology will provide up to 8
complimentary hours of onsite or
remote support per month at no
additional charge.
$125.00
L1 & L2 Remote Support $75.00
Onsite Support Description Hourly Rate
L1 & L2 IT Support Technician Additional Resources $85.00
L3 IT Security Analyst Additional Resources $150.00
L3 Server Administrator Additional Resources $150.00
L3 Network Engineer Additional Resources $150.00
Emergency Support Description Hourly Rate
L1 & L2 Emergency Onsite
Response - (2 hours minimum)
An IT Support technician will be
dispatched to provide after hours and
weekend emergency response.
$150.00
L1 & L2 Emergency Remote
Support
Remote Service Desk $100.00
https://maxpowertechnology.com/
3849 East Cesar Chavez Avenue,
Los Angeles, CA 90063
Attachment F
Proposal from Global IT
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Global IT Communications, Inc.
6720 Bright Ave.
Whittier, CA. 90601
RFP #2019-11 -
Professional Services for Information Technology
Management Services
Prepared for:
Ericka Hernandez
City Clerk’s Office
Prepared by:
Vincent Martinez
Global IT Communications, Inc.
On
10/7/2019
GSA Contract #GS-35F-219DA
Global IT is certified as a Local Small Business Enterprise (Local SBE, LSBE). Vendor number:
17813901, State Certification # 2001440
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Table of Contents
Cover Letter .....................................................................................................................................3
Contact Information and References ...............................................................................................4
Overview of Global IT .....................................................................................................................5
Work Plan ........................................................................................................................................5
Staffing .............................................................................................................................................7
Qualifications ...................................................................................................................................8
Pricing ............................................................................................................................................12
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
October 7, 2019
Ericka Hernandez
City Clerk’s Office
8858 E. Valley Blvd.
Rosemead, CA. 91770
Dear Ms. Hernandez:
We are very pleased to submit Global IT Communications, Inc.’s proposal in response to RFP
#2019-11 for Information Technology Management Services. We have reviewed the RFP and
feel that our 19+ yrs of advanced enterprise technology infrastructure skills and experience will
allow us to provide high-quality services, consistent customer service while meeting all job
requirements.
Our proposal is built on more than 19+ years of success, providing IT services for large
businesses and government entities. We have built a strong, positive reputation in the IT industry
for providing 99% uptime, 0-30-minute response time to tickets, and hourly project updates. We
have touched more than 1000 customers, with a large majority being infrastructure support.
Because of our enterprise and customer tenure, Global IT employees have in-depth and up to
date knowledge of industry trends that allow us to stay ahead of the technological curve. Our
proactive clinical approach to technical support allows us to be alerted of potential issues and
develop a solution before our clients are aware of a problem. This method, combined with our
project management experience, allows us to approach every project most efficiently and cost-
effectively. We implement the latest technology to provide industry-leading uptime and speed
for our clients, at the same time, however, we work with existing and legacy technologies,
maintaining security and compliance all included in our services.
We would be happy to answer any questions you might have regarding our submission. Please
feel free to contact me at 213-305-9130 or tony@globalit.com.
Thank you for your consideration.
Sincerely,
Tony Williams
President/CEO
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Contact Information:
Main Point of Contact: Tony Williams President; 562-698-2500 x 501; 213-305-9130;
E: tony@globalit.com
Secondary Contact: Mario Garcia Account Manager; 562-698-2500 x 562;
E: Mario.garcia@globalit.com
Technical Support: 877-822-5565 Option 1; support@globalit.com
Sales: 877-822-5565 Option 2; sales@globalit.com
Billing: 877-822-5565 Option 3; billing@globalit.com
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Overview of Global IT
Global IT is an industry-leading end-to-end technology infrastructure management company that
was founded in 2004 to support organizations of all sizes and requirements. The Global IT staff
is comprised of 25+ employees, including cloud computing engineers, network administrators,
system administrators, security specialists, project managers, billing analysts, technical
administrators, and customer support administrators. All Global IT’s technical staff work out of
their corporate office in Los Angeles County and a satellite office in Brooklyn, New York.
Global IT is an internationally recognized Managed IT service provider that has experience
working with various cities and government entities, including the City of Montebello and the
Los Angeles County Sheriff’s Department. With over 19 years of experience working in the
enterprise IT industry, Global IT’s CEO Tony Williams has built a company that has continued
to thrive despite downturns in the economy, including the Great Recession of 2007, to develop a
business model that has experienced consistent growth and focuses on recurring, contracted
services to support business operations. Utilizing a proactive IT management approach along
with certified and experienced technicians that are available 24 hours a day seven days a week,
has allowed Global IT to develop a comprehensive understanding of managing and maintaining
critical technical operations and workflow for the vast markets that they serve. Global IT’s high
customer retention number stems from their value of integrity, high-quality customer service,
their ability to achieve exceptional results, knowledge, and experience in the field.
Work Plan
The first step in the onboarding process will involve Global IT technicians performing an in-
depth walkthrough, analysis, and audit of the current infrastructure to get an understanding of all
of the current hardware/software in place, notate potential areas for improvement/updating, and
process the Global IT software license installation. The Global IT software license installation
process consists of RMM and Anti-virus licenses installed on all devices. The RMM licenses
will allow Global IT technicians the ability to remotely perform routine tasks on devices,
speeding up the completion time for these tasks. Global IT technicians install ESET anti-virus
licenses on all managed devices so that they are confident that every organization they manage is
receiving industry-leading protection on all hardware. Once the onboarding is completed, Global
IT technicians will provide a list of recommendations with a short and long term technology plan
that will help improve the existing infrastructure and plan towards upgrades for any outdated
equipment. Server backup schedules and other procedural documents will be sent to all
authorized contacts. The onboarding process, including walkthrough, audit, and software
installation, along with reporting, should take approximately one-two weeks to complete. Once
Global IT completes the onboarding process, their technicians will be able to manage and
support all IT operations fully.
Technicians are available 24 hours a day, seven days a week, for onsite and remote support. All
Global IT technicians are trained and experienced in handling various types of support requests
promptly and communicate with users in a way that even the most basic user can understand.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Global IT uses a fully-functional customer portal and help desk that allows clients to open
tickets, receive updates on tickets, and track the progress of orders.
Support services include:
Technicians respond within 0-30 minutes of a ticket being opened and provide updates on an
hourly basis for ongoing work. Support tickets are not closed until a resolution is confirmed with
a client through email, or phone and a ticket summary of the work performed are sent.
Global IT technicians take a proactive approach to ongoing IT management; this includes,
providing quarterly recommendations for improvements and upgrades, continuous device
monitoring, and routine backups. Global IT implements a Global Eye proactive monitoring
system that allows for in-depth monitoring and alert systems daily for all systems, networks,
resources, and devices. Global IT’s Live Grid provides real-time proactive protection, detecting
threats before they enter a system. Proper training will take place when any changes or upgrades
are made, and monthly check-ups will be performed so that any potential issues are caught and
fixed early on.
Global IT technicians stay ahead of the curve in industry knowledge and certifications, some of
their certifications include CCNA, CCNP, CCIE, CompTIA Project+, CompTIA Security+,
CompTIA Network+, CompTIA A+, CIW Web Design Specialist, CIW JavaScript Specialist,
CIW Web Foundations Associate, Microsoft Certified Solutions Associate, AWS, Azure,
Veeam, Storagecraft, Microsoft, G-Suite.
• 24/7 NOC support
• 15+ years of technical support
services
• Proactive monitoring and alerts of
devices, networks, applications and
system processes
• Hardware management and
replacement
• Plan and procedural documentation,
as needed
• LAN, WAN, network failover,
routing and reporting
• Network management, relocation,
additions, and changes
• End user training
• Telco & 3rd party vendor
management
• Disaster recovery
• Internet and network security
• Hardware, software
purchasing with bulk
discount buying power
• Electrical power continuity,
engineering and
management.
• Dedicated account manager
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Staffing
The Global IT process for employment entails background checks, including credit & driving
records, Myers & Briggs personality testing, educational and industry accredited certifications,
are required to be employed at Global IT. Employees are encouraged to sign Non-disclosures to
help maintain client anonymity and security. Company typical work hours for employees are
Mon-Fri, from 8 AM to 5 PM, and perform after-hours work as needed. Global IT has a
24/7/365 call center hotline for an emergency with technicians on standby as-needed with after-
hours cloud infrastructure monitoring and support readily available.
Proposed on-site technicians and account contacts:
1. Tony Williams CEO/CTO
Anthony (Tony) brings together 19+ years of high-tech, cloud, professionally managed technical
services, software development, and telecom experience to formulate effective technical
operations and leadership within complex environments. Anthony is our chief technology
engineer, oversees all technical, and operational foundations, including various compliance
frameworks for customer and company operations. He is an active 2018, 2019 Forbes
Technology Council Member, has served on advisory boards for multiple fortune 100 Telecom
operators, as well as numerous community and professional organizational boards and
committees, including University advisory technology council. Anthony holds several industry-
related and accredited certifications for Cloud and Networking. He studied with a focus on
Electrical Engineering at Northland College, Psychology at Auckland (NZ) University, and MSci
in “Leadership and Strategies within Complex Organizations” with an emphasis in Data Centers,
from London (UK).
2. Christian Hernandez – Systems Administrator
Christian holds a B.S in Computer science and completed service with the United States Army in
2015, where he was awarded several times for recognition of his efforts. Having previously
worked for multiple MSP’s, Christian helps support Global IT MSP and hosting customers.
Christian is certified in A+, Network +, Security +, Linux, Mircosoft Server, and is working
towards Cisco certification.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
3. Dillor Zaarour – Senior Systems and Cloud Engineer
Dillor is a Senior Systems and Cloud Administrator and one of our programmers. Dillor attended
Rio Hondo & USC colleges with a major in Computer Science and a minor in Music Theory.
Dillor is very comfortable with virtualization, Linux, and Open Source platforms, as well as
Windows and MAC. Dillors certifications include but not limited to Linux+, PIIC System
Administrator, Veeam, G-suite, Storage Craft, VMware, Kemp VLM, Microsoft.
4. Shaun Kellogg – Senior Systems, Network, and Cloud Engineer
Shaun is a Senior Network and Systems Administrator. Shaun studied at Mt. SAC College and
helps lead a team of admins in support of our MSP customers, virtualized, and hosted cloud
environments, including Globa IT hosted Exchange environments. Shaun holds numerous
certifications, including but not limited to Network +, Microsoft, Cisco, Ubiquiti, Storage Craft,
Veeam, G-Suite, & VMware.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
5. Phil Prohoroff – Systems Administrator – Team Lead
Phil previously worked with Keller Williams and was responsible for the administration of
information technology for multiple locations and hundreds of end-point users. Phil helps Global
IT fulfill effective and efficient IT operational procedures for our MSP and network services.
Phil is a certified Ubiquiti Networks administrator, holds Network + and Storagecraft
certifications, and is working towards additional industry accredited certifications such as Cisco.
Phil is eager to engage with customer requests, and his commitment to client needs is one of
Phil's many strengths.
6. Judah Leon – Systems Administrator
Judah began his career in IT in 2010, having spent nine years with Apple Inc. supporting the
genius group. Therefore, Judah is well-versed with Apple Technologies and Softwares, along
with Windows environments, which are vital skills used towards solving customer needs. Judah
helps administer our help-desk and support MSP customers daily. Judah is an excellent
communicator, helping enable customers to become more proficient. Judah is technically
certified in A+, Network +, and is working towards additional industry accredited certifications.
7. Mario Garcia – Account Manager
Mario began his account management and sales experience, having held account and sales
management positions with enterprise companies such as 24-hr Fitness, and Apple (Business
team). Mario is committed to achieving goals and objectives with customer and company
operations, setting, personal, or team accountability, and maintaining customer empathy, no
matter which product, idea, or passion is involved. Mario is certified in Cloud Computing and
enjoys learning new technologies.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
8. Raymond Torres – Operations Administrator
Raymond brings eighteen years of high-level operational experience to the Global IT team. He
previously held a long-term position as an assistant to the President in a well-established
packaging firm. His role intersects with the customer account and operational management as
well as billing administration. He is a results-oriented individual and takes pride in working well
with others.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Qualifications:
Client Name: The City of Montebello
Project Start and End Dates: Oct 2018 – Feb 2019
Point of Contact: David Tsuen, IT Director (323) 887-1200
Value of Project: $21,000.00
Percentage of work performed: 100%
Project Description: Provided advanced system, network support, and auditing to resolve
debilitating network-wide viruses successfully. The City was mitigating with its internal IT team
when they decided they needed outside assistance. Global IT was contacted at 3 PM and
responded within 1-hr with, and with a full resolution within 2-weeks. There was zero loss as a
result of the Global IT involvement. Global IT provided reporting and recommendations for
network, systems, and security steps and measures.
On October 9th, 2018, at 3:00 PM, Global IT received a call from the City of Montebello’s
Technical Director requesting emergency assistance to help isolate malware on the city’s
network. At 4:30 PM, Global IT had two senior engineers onsite to determine the severity of the
infection and help contain the infection. Montebello’s Network consists of 5 -6 departments and
over 100 workstations.
The network had multiple security vulnerabilities such as the Wannacry Exploit, outdated
antivirus, outdated versions of Windows, and Network best practice policies that had not been
utilized. The Trojan worm multiplied throughout the network, and because the network was not
secured properly, traces of the malware was identified and affected every department. We
installed our security suite software on each machine and scanned each machine for malware.
Our software found malware and was able to remove the malicious software from the machine,
but because of the vast size of the network and group policy not working properly, it took time to
go onto each workstation deploy our software and scan each machine multiple times to
thoroughly clean the infection from the network. This translated to engineers working on this
project from early in the morning to very late hours of the night. It took Global IT 4 days to
mitigate the first wave of malware at Montebello City Hall.
Then on October 15th, 2018, Global IT received another call from Montebello’s Technical
Director requesting more support because another piece of malware had infected the network.
This was a zero-day virus, and our software did not have an updated module for this piece of
malware at the time. We reached out to our vendor labs and uploaded a copy of the malicious
software so they could do an analysis. Because Windows Servers had not been shut down,
updated, and Microsoft no longer supported some servers, they were used yet again as a point of
entry for the infection. The network was not secured properly, which resulted in the malware
spreading throughout the Montebello City department once again, but this time because our
software did not have the zero-day infection modules available at the time, malware needed to be
removed manually from each machine. We instructed Montebello to apply all updates to Servers
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
and workstations that were still supported and to shut down the machines that reached the end of
life. We moved to the workstations and manually removed malware, updated Windows, and
removed SMB firewall rules on each workstation. Upon further analysis, it appeared the malware
was sending data back to external servers, because of our efforts we were able to stop multiple
wire transfers consisting of millions of dollars from Montebello to an unknown location. This
took Global IT six days to mitigate, and a module update for the zero-day virus was released
globally.
Recommendations:
We recommend to:
• Either shut down the versions of Windows that were not supported or upgrade those
machines to a version of Windows that is supported.
• Utilize VLANS to mitigate the spread of future malware.
• Keep the Server and workstations upgraded regularly.
• Replace the current antivirus with our recommendations permanently and keep security
updated regularly.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Client Name: Los Angeles County Sheriffs Department
Project Start and End Dates: February-April 2019
Point of Contact: Dan E. Lara, Electrician Supervisor (562) 347-1041
Value of Project: $26,924.20
Percentage of work performed: 100%
Project Description: Global IT provided wireless and network engineering, hardware, and
services, including heatmaps to supply departments with reliable wi-fi network coverage, in a
heavily congested multi-level building. Global IT sent two of our certified wireless engineers,
arrived on site, and conducted a six-floor walkthrough with two supervisors. Once our quote was
approved, we then performed a full wireless heatmap of the six-floor location. This building was
in the middle of a heavily congested multi-level building with many other interfering networks.
To provide a well-engineered network, our network engineers needed to plan accordingly with
the data we had obtained from the heatmap of the location. We configured installed and tested 36
access points, configured multiple POE switches, interlinked between floors, configured
controller, and security to manage the equipment. Once completed, we performed a follow-up
heatmap, which showed complete wireless coverage throughout the building. Global IT wireless
engineers built a plan for engineering, installing, configuring, testing, and handing over the
network to be managed by their internal IT.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Client Name: Mr. C’s Hotel Beverly Hills, & Seaport NY
Project Start and End Dates: August 2013-Current
Point of Contact: Khanh Tran; P: 310-277-2800 E: ktran@mrchotels.com
Value of Project: $800,000+ & ongoing (7+ yrs)
Percentage of work performed: 100%
Project Description: At the start of the project, the 100+ user Beverly Hills hotel was not
satisfied with their existing service provider. The hotel had no existing documentation of services
that they purchased or any Service Level Agreements. The hotel reached out to us to document
and record the hotel’s existing IT infrastructure. Our technicians had to investigate and analyze
the entire network, including hardware, software, and system wiring. After analyzing the system,
our technicians assembled documentation for the existing infrastructure.
After developing the documentation, our technicians conducted high-level technical meetings
and developed a list of upgrades that were needed to meet the hotel staff’s goals. While
developing the list, our technicians identified weaknesses in their existing infrastructure that
included: a lack of system backups, expired software licenses, outdated hardware, and inefficient
monitoring systems.
After performing the audit, our technicians reconfigured the hotel’s network, providing dedicated
backup systems that helped reduce system downtime and allocated more hard drive space. They
also installed fiber optics equipment, upgraded the existing operating system, and purchased new
software licenses, hardware, and anti-virus licenses. With careful planning, the project was a
success. After completing the initial project, we were asked to manage the IT infrastructure for a
second location.
Our trained staff continues to provide 24 hours a day, seven days a week, tech support, including,
network monitoring, hardware purchasing, domain administration, and troubleshooting. The
uptime and dependability of their network improved dramatically as a result of the implemented
improvements, leading to a positive guest and employee experience.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Client Name: Four Points by Sheraton - LAX
Project Start and End Dates: March 2013 - Current
Point of Contact: Peter Kolla; P: 310-649-7029 E: peter.kolla@fourpointslax.com
Value of Project: $620,000 & ongoing (8+ years)
Percentage of work performed: 100%
Project Description: At the beginning of the project, the 100+ user hotel was overspending on
services as a result of bad provider contracts and lacked confidence in their current solutions.
Working with hotel staff, we performed an audit on the existing infrastructure and monthly cost
for infrastructure services. We did this by eliminating inefficient vendors and costs that were a
result of overlapping and unnecessary services.
After completing the audit, our technicians made improvements to their network. We were able
to identify network bottlenecks that were causing significant downtime, and this helped to
increase the speed and dependability of their network. Our technicians also installed remote
management tools that allowed them to troubleshoot and make network adjustments at a much
faster rate. Additionally, our technicians were able to identify that network stabilization was
missing from the hotel’s IT infrastructure.
After addressing the critical issues, we took over their system monitoring and management duties
to ensure that they were maximizing operating efficiency and minimizing downtime. As a result,
the hotel regained confidence in their network and proceeded to add additional guest services,
including, Internet Protocol Television, increased bandwidth for their guest network, and new
conference room services.
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
References:
LA County Sheriff’s Department: Dan E. Lara, Electrician Supervisor (562) 347-1041
City of Montebello: David Tsuen, IT Director (323) 887-1200
Mr C Hotels (5 star resorts): Sam Jagger, Senior V.P. 310-993-8377 (Cell)
Global IT Communications, Inc. https://globalit.com
6720 Bright Ave Whittier, CA 90601 | (562) 698-2500
800 S. Hope St, Los Angeles, CA 90017 | (213) 401-0111
Pricing:
Managed IT Services:
- Provide onsite and remote support, governance and IT management 4 x days each week within
the hours of 7 AM - 6 PM at a contracted rate of $9,000 each month or $108,000.00 each year.
- Travel is included.
24/7 Hotline is included for level 1 and level 2 tasks.
Additional labor rate schedule:
- Normal business hours: $115/Hr with a 2-hr minimum for on-site and 15-minute increments
remote.
- After-hours: $195.00 with a 2-hr minimum for on-site and 15-minute increments remote.
- Travel fees: $35 per visit.
Optional add-ons:
- RMM (Remote management module) $2.25/each device/month.
- E-Set Smart Security $2.25 each device/month.
Attachment G
Professional Services Agreement
PROFESSIONAL SERVICES AGREEMENT
INFORMATION TECHNOLOGY MANAGEMENT SERVICES
1. PARTIES AND DATE.
This Agreement is made and entered into this this 10th of December, 2019
(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 Technoloy 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 services to public clients, is licenced in the State of California and is familiar
with the plans of City.
2.2 Project.
City desires to engage Consultant to render professional information technology
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
services necessary for the City, herein referred to as “Services”. The Services are more
particularly described in Exhibit "A" attached hereto and incorporated herein by reference.
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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 (3) year time
period from December 31, 2019 with the option for up to two (2) 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 shcedules 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
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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 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
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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 one-hundred and forty-four thousand six hundred dollars ($144,600.00) for the
first year of service, one hundred thirty-seven thousand four-hundred ($137,400.00) for
the second year of service, and one-hundred thirty thousand one-hundred forty dollar for
the third year of service ($130,140.00). The City agrees to pay Consultant a fee of twelve
thousand fifty dollars ($12,050.00) a month for the first year of service, eleven thousand
four hundred fifty ($11,450.00) a month for the second year of service, and ten thousand
eight hundred forty-five ($10,845.00) a month for the third year of service. 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
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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 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
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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: Mickey McGuire
(951) 784-3500
CITY:
City of Rosemead
8838 E. Valley Boulevard
Rosemead, CA 91770
Attn: City 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 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.
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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.
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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
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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.
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.
Acorn Technology Services
Page 10 of 11
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]
Acorn Technology Services
Page 11 of 11
CITY OF ROSEMEAD ACORN TECHNOLOGY SERVICES
By: By:
Gloria Molleda, City Manager Date Date
Name:
Attest:
Title:
City Clerk Date
[If Corporation, TWO SIGNATURES, President
OR Vice President AND Secretary, AND
CORPORATE SEAL OF CONTRACTOR
REQUIRED]
Approved as to Form: By:
Name:
Rachel Richman Date
City Attorney
Title:
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EXHIBIT A
PROPOSAL FOR SERVICES
The Consultant shall provide information technology services to the City per the proposal
attached.
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EXHIBIT B
INSURANCE REQUIREMENTS
Prior to the beginning of and throughout the duration of the Work, Consultant will maintain
insurance in conformance with the requirements set forth below. Consultant will use
existing coverage to comply with these requirements. If that existing coverage does not
meet the requirements set forth here, Consultant agrees to amend, supplement or
endorse the existing coverage to do so. Consultant 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.
Consultant shall provide the following types and amounts of insurance:
General Liability Insurance. Consultant 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, and $2,000,000 completed
operations aggregate.
Automobile liability insurance: Consultant shall maintain automobile insurance at least as
broad as Insurance Services Office form CA 00 01 covering bodily injury and property
damage for all activities of the Consultant arising out of or in connection with Work to be
performed under this Agreement, including coverage for any owned, hired, non-owned or
rented vehicles, in an amount not less than $1,000,000 combined single limit for each
accident.
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. Any
such coverage provided under an umbrella liability policy shall include a drop down
provision providing primary coverage above a maximum $25,000 self-insured retention
for liability not covered by primary but covered by the umbrella. Coverage shall be
provided on a “pay on behalf” basis, with defense costs payable in addition to policy limits.
Policy shall contain a provision obligating insurer at the time insured’s liability is
determined, not requiring actual payment by the insured first. There shall be no cross
liability exclusion precluding coverage for claims or suits by one insured against another.
Coverage shall be applicable to City for injury to employees of Consultant, subconsultants
or others involved in the Work. The scope of coverage provided is subject to approval of
City following receipt of proof of insurance as required herein. Limits are subject to review
but in no event less than $1 Million per occurrence.
Technology 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 consultant and “Covered Professional Services” as designated in the
policy must specifically include work performed under this agreement. The policy limit
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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.
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.
Consultant shall procure and maintain Cyber Liability insurance with limits of $1,000,000
per occurrence/loss which shall include the following coverage:
a. Liability arising from the theft, dissemination and/or use of confidential or personally
identifiable information; including credit monitoring and regulatory fines arising from
such theft, disseminations or use of the confidential information.
b. Network security liability arising from the unauthorized use of, access to, or tampering
with computer systems.
c. Liability arising from the failure of technology products (software) required under the
contract for Consultant to properly perform the services intended.
d. Electronic Media Liability arising from personal injury, plagiarism or misappropriation
of ideas, domain name infringement or improper deep-linking or framing, and
infringement or violation of intellectual property rights.
e. Liability arising from the failure to render professional services.
General conditions pertaining to provision of insurance coverage by Consultant.
Consultant and City agree to the following with respect to insurance provided by
Consultant:
1. Consultant 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.
Consultant also agrees to require all contractors, and subcontractors to do
likewise.
2. No liability insurance coverage provided to comply with this Agreement shall
prohibit Consultant, or Consultant’s employees, or agents, from waiving the right
of subrogation prior to a loss. Consultant 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.
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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. Consultant 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 Consultant’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 Consultant or deducted from sums due
Consultant, at City option.
8. Certificate(s) are to reflect that the insurer will provide 30 days notice to City of any
cancellation of coverage. Consultant 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 Consultant 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. Consultant agrees to ensure that subcontractors, and any other party involved with
the project who is brought onto or involved in the project by Consultant, provide
the same minimum insurance coverage required of Consultant. Consultant 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.
Consultant agrees that upon request, all agreements with subcontractors and
others engaged in the project will be submitted to City for review.
11. Consultant 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 Consultant’s existing
coverage includes a deductible or self-insured retention, the deductible or self-
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insured retention must be declared to the City. At that time the City shall review
options with the Consultant, which may include reduction or elimination of the
deductible or selfinsured 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 Consultant ninety (90)
days advance written notice of such change. If such change results in substantial
additional cost to the Consultant, 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. Consultant acknowledges and agrees that any actual or alleged failure on the part
of City to inform Consultant 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. Consultant 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. Consultant 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
Consultant’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 Consultant under this agreement. Consultant 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.
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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. Consultant 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
Consultant for the cost of additional insurance coverage required by this
agreement. Any such provisions are to be deleted with 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.
Consultant agrees to provide immediate notice to City of any claim or loss against
Consultant 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.