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Navy - NAVSUP

Goal: The main objective is to maintain an inventory of all non-classified supplies for worldwide use and distribution in the U.S. Navy including help desk services. MELE, as a prime contractor, provided full service for the information management operations center for the Naval Supply Systems Command (NAVSUP) Headquarters in Mechanicsburg, PA.

Overview: The NAVSUP systems maintain an inventory of all the non-classified supplies for the U.S. Navy, providing for worldwide use and distribution, including supplies of food, clothing, documents, and publications. NAVSUP help desk services involve:

Approximately 600 users worldwide
6 am to 6 pm daily; on-call availability 6 pm to 6 am + weekends w/ backup
Service intranets and internets
Requests handled by a priority system
10-12 critical NAVSUP applications

Help Desk Support: The MELE Team provided help desk support in secure and varied environments supporting hundreds of users from the Navy to Foreign Service users stationed all over the world. Years of experience maintaining help desk support has focused MELE on the keys to a successful effort: ease of access to uninterrupted and responsive support. The performance of the help desk should facilitate the smooth functioning of all other areas of operation while providing operational services including:

Central point of contact for technology support.
Prompt prioritization of routing or escalation of problems or requests.
Logging, tracking and tiered-structure reporting of all Help Desk calls.
Proactively update regarding system-wide outages, technical issues and news.
Administration/maintenance of shared IT knowledge base (documentation).
Continually improve diagnostics through troubleshooting tools.