Technical Infrastructure

Technical Infrastructure Support

Maintaining government enterprises requires wide-ranging yet integrated capabilities and an unshakable commitment to the mission.

Since 1985, TeAM has proudly kept federal enterprises operational, secure and efficient.

Our technical infrastructure support provides a core set of capabilities to maximize the impact of IT on mission, from cyber security through enterprise service desk, telecommunications and professional engineering.

Our Capabilities
• Help Desk Support & Cyber Security
• LAN, WAN, Wi-Fi Upgrades Worldwide
• Telecommunications Circuits
• Worldwide Network Operations & Sustainment
• Software License Management
• Network Infrastructure
• Communications
• Business-to-Business Gateway
Technical Infrastructure Support

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Help Desk
TeAM currently provides Tier 1 Help Desk Support on two Air Force contracts:
• Air Force Medical Support Agency (AFMOA) Services Help Desk: TeAM supports the Air Force Surgeon General South and multiple senior staff, Air Force Drug Testing Lab and the Standard Treatment Record Cell – 900 users and 9000 end-user devices.
• Wilford Hall Ambulatory Surgical Center (WHASC) Service Desk: TeAM supports Flag Officer, multiple Executive staff, and Technicians and Clinicians – 800 users and 7000 end-user devices. On both contracts TeAM staff isolate and resolve incidents at lowest level using multiple tools including the Remedy 7.1 ITSM solution.
Deskside Support
• TeAM’s support staff at the AFMOA Service Desk employ the Microsoft Remote Desktop Support Tool to virtually tap into multiple sites; 1,200 incidents reported monthly – 99% (1,185) resolution rate achieved; Nine Help Desk Technicians each handle an average of 133 incidents per month.
• TeAM Help Desk support staff at WHASC use the DameWare Remote Support tool; Eight Help Desk Technicians support users in 18 facilities on Lackland Air Force Base; 750 incidents reported monthly – 82% (613) resolution rate achieved; average incidents handled per technician is 94.
“How To” Training Support
• TeAM’s AFMOA Help Desk technicians routinely provide users with “How To” training; For example, our staff assist users with over the phone instruction on setting folder permissions and using printer functions.
• TeAM created a Transition Program Office and Master Training Plan to assist the Air Force in implementing a new medical coding standard that impacted 40,000 users; TeAM developed and delivered training courses as well as created “how-to” User Handbooks covering 20 specialty areas.
• TeAM provides 33 training professional integrated with the staff and faculty at the Medical Education and Training Campus (METC) in San Antonio, Texas; Single source of all training for the enlisted military medical workforce providing 50 courses to 20,000+ students annually – heavy emphasis on practical “how to do your job” training.
• TeAM staff support METC’s mission performance by establishing Training Requirements, conducting Instructional Systems Design, and providing Audio Visual Production and Graphics Support.
Past Performance
Air Force Medical Operations Agency (AFMOA)
Medical Systems Infrastructure Modernization (MSIM) Technical Services
• MSIM Technical Services: Cable Abatement, Infrastructure Modernization.
• TeAM engineers design, develop, and provide the oversight for installation of new local area networks (LANs) and various security measures at 75 Military Treatment Facilities (MTFs) and medical-related facilities. TeAM applies a systematic and proven methodology to ensure product interoperability, standards enforcement, and compatibility with equipment. Standards enforcement is built into the design phase ensuring DoD, Air Force IEEE, ANSI, and TIA/EIA are followed throughout design reviews and compilation of the technical data package. TeAM engineers and analyst works closely with the vendors to ensure product compatibility with existing infrastructure and provides program oversight in terms of formal physical and functional audits to make sure specifications meet the customer’s standards and requirements. With each AFMS MTF installation, TeAM provides the customer with comprehensive hardware and software configuration.
documentation for all hardware being supported.
Infrastructure and Operations (I&O) (Formerly TIMPO)
Program Management
TeAM provided Enterprise Infrastructure (now Infrastructure & Operations) with a full range of business operations and lifecycle program management to operate and maintain the communications and computing infrastructure (CCI) underpinning the healthcare delivery and business systems that provide healthcare for 9.7 million DoD beneficiaries worldwide. TeAM’s 50+ subject matter experts and program management professionals employ industry best practice methodologies embodied in the Software Engineering Institute (SEI) Capability Maturity Model Integration-Acquisition (CMMI-Acq), Project Management Institute (PMI) Project Management Book of Knowledge (PMBoK) and the Information Technology Infrastructure Library Version 3 (ITILv3) Information Technology Service Management (ITSM) model.
• Communications, Business-to-Business Gateway, Hardware Software Maintenance and Sparing, Configuration management, Information Assurance, Risk Management, Virtualization.
Defense Health Information Management Systems (DHIMS) 
Engineering Management Support
• Software Integration and Coordination, Systems Operations and Maintenance Management.
• TeAM provided engineering management support to DHIMS for Systems Engineering and Integration, Software Integration and Coordination, Systems Operations and Maintenance Management, as well as advisory and administrative program management.
• The major objective of this support team was to assist DHIMS with a multi-year business process improvement program leading initially to achieving a Level 2 rating in compliance with the Software Engineering Institute (SEI) Capability Maturity Model Integration (CMMI) framework. Further, TeAM personnel support deployed DHIMS software, including the Theater Medical Data Store, the theater database for collecting, distributing and viewing Service members’ medical information in theater.
59th Medical Wing: Wilford Hall Ambulatory Surgical Center
• TeAM provides non-personal services for Information Management (IM) and Information Technology (IT) at Joint Base San Antonio (JBSA), Texas DoD MTF. TeAM performs services and support compatible with the medical facility’s operating capacity and equipment.Image result for 59th Medical Wing: Wilford Hall Ambulatory Surgical Center
• TeAM Provides Help Desk Support services, LAN Support services, Peripheral Equipment Operator services and Web Content Administration services AFMOA Information IT Service Desk Support Operations
• On the AFMOA IT Service Desk Support Operations contract, TeAM manages and operates the MTF Help Desk, supporting 800 users and more the 3500 end user devices for AFMOA, AFMSA, and the Air Force Drug Testing Laboratory (AFDTL) organizations.
• TeAM successfully provides implementation and operational support and, after determining specific needs, provides training and guidance on classroom technology. This includes distance learning which can conserve resources. TeAM implements Audio-Visual/Video Tele-Conferencing throughout the entire AFMOA network. More than 3500 end user devices are supported on the network. Included in that is our support provided to the joint DoD/VA healthcare clinic located offsite in San Antonio, Texas.