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COMMUNICATION TECHNOLOGY SUPPORT PRACTICE

SilverLining Partners LLC received recent notification from the Department of Veterans Affairs that SilverLining Partners has been validated and added to the verified Veteran business database at www.vetbiz.gov. This recognition will allow SilverLining to participate in Veterans First Contract Program opportunities with the VA.

SilverLining Partners was selected in March 2009 as a supplier of computer based training services to Electric Boat of Groton, CT a division of General Dynamics.

SilverLining Partners is proud to be a subcontractor to Lockheed Martin as one of 6 Primes on the Naval Education and Training Professional Development and Technology Center (NETPDTC) Contract awarded in August of 2008.  The value of the contract award to Lockheed was $35M over 5 years.

IT INFRASTRUCTURE

A growing challenge of corporate IT support staffs is the maximization of their infrastructure investment also known as the "total cost of ownership" (TCO). Without balanced and efficient staffing, tools and effective support partners, IT management can be hard pressed to fulfill its technology vision or financial commitment.

Today's technology infrastructures [networks, hardware, software applications] directly support corporate business objectives and tactics, making many support requirements mission-critical. The approach to make the most of your infrastructure is crucial, especially where your business functions meet your customer’s needs in real time. Combining the right mix of internal and outsourced resources into a seamless delivery solution is potentially daunting to those not familiar with the industries offerings, definitions and opportunities.

There are two primary areas we can provide planning, resources or both for your technology infrastructure needs.

1.  Engineering Services

• Business Process Redesign - Business process redesign is an approach for redesigning the way work is done to better support the organization's mission and reduce costs by using technology to support innovative business processes, rather than refining current ways of doing work.
  
  
• Custom hardware design - being agnostic to hardware manufacturers, we will evaluate your business requirements and offer a technology design that could be developed into a RFP specification for a technology hardware solution.

• Custom software and application support such as Extraction, Transform and Load (ETL) - As part of our project design, the first stage involves assessing the requirements that defined how we will extract the data from different source systems. The final application requires the conversion of the data into a format for transformation processing. An intrinsic part of our extraction efforts involve the parsing of extracted data, resulting in a check if the data can meet an expected pattern or structure. The next stage, transformation, applied a series of rules and functions to the extracted data from the source to shape the data for creating the final file format or report. The original design constraints in the database schema require out of the ordinary engineering design achievements to meet defined end goals which are usually not directly achievable with standard query tools. This approach has been successful for clients in the high volume weapons manufacturing and the pharma research sector

 

2.  Deployment Services

• Staging Service – we will receive your hardware/software components then build, configure, test and repackage the integrated units to the final installation site.
  
• Integration Support – we will interconnect your equipment onto the network (WAN or LAN) and test the connectivity of the components with applicable applications whether standalone or networked.
  
• Testing: Independent Validation and Verification to ensure the solution has met the business targets established early in the process.
  
• Installation Services – the hard connection of components to each other and to the network.
  
• Life Cycle Support Services – the ongoing maintenance and self-service planning and outsourcing of the system.

It is all too familiar to us that as networks expand, complexity increases. Most patchwork networks have evolved, having as many design complexities as the technologies driving it. It is therefore important to bring in specialists to perform an independent evaluation as part of your overall business assessment process. Whether your need is to independently audit:

• your internal technical operations organization to measure your service delivery capability, efficient use of technology resources, the ability to change business models or the achievement of senior management’s stated goals; or
• your organizations’ compliance to follow internal policies, regulations, corporate commitments and contracts; or
• an acquisition target to gain critical insight to value a service business; or
• your service providers compliance in providing quality circuits, SLA management, network security, bandwidth and support; or
• your network hardware, software and/or design

SilverLining Partners has the background, subject matter resources and experience to provide a detailed, technical analysis to meet your specialized requirements.

Architecture Program:
SilverLining Partners recognizes that effective change comes from knowledge. And knowledge is based upon a clear understanding of the facts. Our evaluation is a detailed assessment of technical and/or business service operations by industry experts to determine the facts. The analysis is performed by isolating, analyzing and documenting the capability, capacity, revenue potential and expense risks of the audit target. Our in-depth, due diligence is custom designed to uncover the core issues. They can include technical operations, customer satisfaction, revenue sources, contract obligations, industry compliance and market posture.
Our client determines our target objectives, which normally fall into the following 3 broad categories:

• becoming more productive,
• becoming more cost efficient,
• becoming more profitable

We will document our independent audit results in a detailed report of our operational findings including any custom specifications you request in the Statement of Work.
There are 9 areas of auditing proficiency within our Program:

• Business Redesign and Process Change
• Technology Contracts / Outsourcing
• Field Operations
• Technical Support Operations
• Call Center Operations
• Training and Education
• Network Benchmarking and Network Operations Center Effectiveness
• Systems – Equipment, Technology, Security
• Legacy Network Transformation

Design Program:

Finding the optimum match between a "best of breed" solution and your key requirements takes time and effort. SilverLining Partners, as an expert in the service provisioning business, will act as your agent to RFP and implement your custom service integration plan. With your concurrence, we will contact, evaluate and select key technology-experts or vendors to assist you in achieving the most cost effective support program available. Alternatively, we can recommend companies or individuals having the skills and technical knowledge needed to successfully execute your approved Statement of Work (SOW) by relying on our professional industry experience and relationships.

We offer direct service products such as installation, maintenance, remote network monitoring, on-site technology consultants and engineers with expertise in most leading manufacturer’s products.

In some cases, your solution may require only short-term, subject matter engagements. SilverLining Partners has access to a network of highly qualified technology experts capable of being instantly productive to assist you through a demanding networking project. Their skills range from desktop expertise to wireless networking and network security.

SilverLining Partners will assess your technology care needs, complete a “gap analysis” and recommend highly skilled networking individuals or third party vendor-provided solutions to satisfy the required service deliverables. Relying on our professional industry relationships, we will recommend only companies or individuals [all participants in this delivery program are qualified subject matter experts] having the skills and support infrastructure needed to successfully complete the SilverLining developed Statement of Work.

Integration Program:

SilverLining Partners will formulate a total solution that pulls all the technology support pieces together, no matter how complicated the tools and processes become. We call it "service integration". Simply interconnecting “patched” technology and reacting to fix a unit of equipment when it's broken, is no longer an effective [or industry acceptable] approach. Today, you must consider the “total cost of ownership” and the stakeholders “quality experience” in that network support plan. Specifically, SilverLining will.

• Determine your total network care needs and match them your internal capabilities. Critical, careful evaluation will be given to both user satisfaction and the cost effectiveness of your current providers. Where appropriate, we will recommend consolidations to gain return on your investment.
• From that assessment, we will recommend a service solution measured against the current vendor(s) evaluation, cost-affecting contract terms and targeted corporate and department objectives. Your solution could result in the use of highly skilled networking individuals [outsourced staff augmentation], expanded vendor-provided support [contract services] or a combination to meet the financial criteria and the required service deliverables.
• Depending on the overall protection scope, we will assist in procedure changes, alteration of databases and/or software to monitor the change, internal corporate communications, beta testing prior to cutover and post-cutover guidance for fine tuning the change.

Lifecycle Support Program

Today's network infrastructures directly support (and impact) corporate business objectives and tactics, making many service requirements mission-critical. The agreed-to approach to supporting your infrastructure is crucial, especially where your business functions meet your customer’s needs in real time. Combining the right level of internal and outsourced resources into a seamless delivery solution is time consuming and  potentially daunting to those not familiar with the industries offerings, definitions and opportunities.

SilverLining recognizes the inevitability of requiring multiple service providers to support your desktop, network, server, application, wireless and net security needs. That is why we developed our Technology Delivery Service (TDS). Our service is the custom integration of multi-vendor/multi technology support solutions into a unified delivery structure that is seamless to a network user and built-to-order for the User's IT department. The service is managed as an outsourced contract by SilverLining Partners.

We create a solution that pulls all the pieces together, no matter how complicated the tools and processes become. It's called "service integration". Simply installing technology and taking steps internally to fix it when it's broken is no longer an effective approach. Specifically, SilverLining can do the following.

• Determine your network care needs and internal capabilities.
• Evaluate both user satisfaction and the cost effectiveness of your current providers.
• Develop and recommend key service metrics (installation, maintenance, remote network monitoring) considering: current vendor(s) evaluation, corporate ROI objectives, cost-impacting contract terms and target measurements.
• Find the best match between a "best of breed" solution provider and your key requirements. We will contact, evaluate and select key technology-experts or vendors to assist you in achieving the most cost effective networking support program available.
• Provide direct on-site services including technology consultants and solution engineers.

In some cases, your solution may require only short-term, subject matter engagements. SilverLining Partners has access to highly qualified networking experts capable of being instantly productive to assist you through a demanding networking project. Their skills range from desktop expertise to wireless networking and network security.

Lastly, each month, we can collect relevant support data from the solution providers and provide to you a report card of their efforts. We will focus on any shortfalls; ensuring proper recovery plans are put in place to meet your operational goals.

There are 4 distinct ways SilverLining can assist you in managing your technology:

1. SilverLining will manage your technology deployment to ensure corporate expectations and investment targets are fully met. We will assign a project manager who will plan, actively manage, document, collect relevant support data from the solution providers and provide you timely reports of the entire implementation effort. Acting on your behalf, we will focus on shortfalls, ensuring proper corrective recovery plans are in place to meet your operational goals and stated timeline.
2. SilverLining recognizes the inevitability of requiring multiple service providers to support your desktop, network, server, application, wireless and net security service needs. That is why we developed our Vendor Relationship Management Service. Our service customizes the integration of multi-vendor multi-technology support solutions into a support structure that is seamless to your network users and built-to-order for your IT departmental objectives. Our most important goal is to ensure complete service continuity when you subscribe to multiple service providers, including vendor quality, vendor capability, cost/value efficiency and/or total cost of ownership effectiveness. We also will monitor and report on your service partner(s) attainment of SLA's.
3. SilverLining Partners - an expert in the service provisioning business, can act as your agent to design, develop a RFP, select and implement your custom integrated service plan. We will contact, evaluate and select key technology-experts and/or vendors to assist you in achieving the most robust and cost effective support program available.
4. We can provide guidance, design and technology support to create your own Network Operations Center (NOC) to administer to your corporate and remote user networking real-time management needs.

 

 

A Disabled Vietnam Veteran Owned Small Business

A Proud Member of the NorthEast Veteran Owned Business Network

A Client of the Connecticut Technical Assistance Program