 |
||||||
 |
||||||
 |
||||||
|
|
|
Success Stories With steadfast commitment and exceptional technical expertise, Paradigm Solutions has been highly successful in meeting, and most often exceeding, customer expectations. A few of our success stories include: Challenge: Develop and implement a more efficient, responsive, and better managed computer support system. Challenge: Develop and implement a data mart to replace the existing, but limited, HR system. Disaster Recovery – Mainframe Support Challenge: Establish secure telecommunications from the client’s headquarters and mirror the server and all Headquarters services at an undisclosed location to support continuity of operations in the case of a national disaster. Challenges and Results Challenge: Develop and implement a more efficient, responsive, and better managed computer support system. Results: As essential personnel, our
staff operates the client Help Desk 24/7. Computer support had been
conducted originally by customer personnel without a massive call center,
tracking system, or call response procedures. Paradigm's program manager
reviewed the method in which computer support was being provided and
recommended a full-fledged Help Desk operated by highly-technical contractor
support staff capable of providing onsite 24/7 support to all headquarters
and field office personnel. A year after implementation of the new Help
Desk call center with support being provided by both customer and Paradigm
personnel, the customer recognized Paradigm's success in operating the
Help Desk by entrusting the team with more high-level responsibility
and reducing the original contractor-to-federal employee ratio for operating
the Help Desk. The Help Desk is now fully staffed by Paradigm, and the
support has expanded to include mainframes, some accounting and human
resource system support, and support for other secret information. Using
Front Range System's HEAT, Paradigm records an average of 1,600 help
desk specific calls per month. Many of these calls are resolved over
the phone through providing step-by-step instruction or through remote
access to the user's workstation. Calls that cannot be resolved over
the phone are assigned to other support groups for resolution or to
outside contractors to resolve user issues. Our use of the Front Range
System has been so effective that Front Range describes our process
as part of their marketing promotion of best use of the system. Within
the first year, Paradigm's control of the Help Desk saved the customer
more than 2 million dollars. Challenge: Develop and implement a data mart to replace the existing, but limited, HR system. Results: Paradigm maintains a centralized data warehouse that supports a customer base extending to 2,800+ users. Overall, as a result of the procedures and practices that Paradigm employees (staff of 4) have established, the daily operation of the data warehouse has significantly improved data integrity and availability. A specific task entailed developing a data mart to support the HR department, one that needed to outperform existing, but limited, data marts. Because Paradigm's time-tested methodology and carefully-documented development process ensured no steps would be omitted, we could guarantee the quality of the finished product. The process included extensive requirements analysis, data modeling, data collection, data mart construction, prototyping, testing, and other carefully documented steps. Paradigm rolled out a solution so beneficial to the customer's work environment that the customer requested a number of other data marts to meet their information needs. We followed up by delivering a personal benefits data mart, accessible through an intranet, that replaced the customer's manual method, which had inherent security risks as well as other problems. This follow-on project was accomplished in 1½ months. Disaster Recovery – Mainframe Support Challenge: Establish secure telecommunications from the customer’s headquarters and mirror the server and all headquarters services at an undisclosed location to support continuity of operations in the case of a national disaster. Results: The Paradigm team devised a
mode of operation and established the telecommunications lines for full
control of the remote site. Within the context of two sites, we control
what is done at site A from site B, without human hands-on intervention.
The Paradigm Team transfers data daily and ensures that if one server
is shut down, the remote server will pick up and continue all activity
in a seamless manner. Paradigm saved the customer money and resources
by establishing secure telecommunications from headquarters without
the need for personnel to be positioned at both sites as had been the
case previously.
|
 |
 |
 |