137-25 Exhibits to the Resolution for Extension of Contracts for IT Network Management Services - 2025 (002).pdf

Contractor will be responsible for troubleshooting and isolating the source of the problem and developing processes for resolution to share with Network Operations staff members. The Contractor will continuously monitor trouble ticketing system for new and escalated tickets. Upon receipt of the ticket, the Contractor will initiate immediate action to clearly define the problem and effect immediate remediation, document the problem to effectively track it, or distribute it to the appropriate group of responsibility for action and satisfactory resolution. The Contractor will install or modify network equipment/components and related systems as required. This includes physical and logical connections with switches, routers, firewalls and related network devices. No modifications or changes shall be made without an approved change request. The Contractor will coordinate with various IT Units to: Further integrate network systems into our production network; Research and design solutions to technical and business problems; Use network troubleshooting tools to detect issues and coordinate remediation of any issues; Stay abreast of network concerns and regularly update network engineering and operations leadership. The Contractor’s personnel shall work under the direct supervision of TOWO’s IT Coordinator or his designee, located at 66 Main Street, West Orange, New Jersey 1.14 CONTRACTOR EXPERTISE REQUIRED: The Contractor must demonstrate and certify that it possesses at a minimum three (3) years’ experience in providing network engineering and administrative support for large enterprise environments, including one (1) or more of the certifications listed below. Vendors bidding for the Uniformed Network contract must also have minimum (3) years’ experience working in accordance with the CJIS security policy. • CONTRACTOR PERSONNEL QUALIFICATIONS AND CERTIFICATIONS 17