Help Desk

PSS provides Level I and II, functional and technical, 24x7x365 customer service support to the more than 10,000 customers worldwide. The technical support includes providing remote, telephonic, and internet-based support to HP and SUN Solaris UNIX systems administrators at locations worldwide. PSS utilizes Customer Relationship Management (CRM) techniques and the Siebel CRM software to gather and maintain accurate customer profile information including names, phone numbers, email, as well as customer organization history, activities, requirements, past problems, and associated documentation.

Call Center Operations

PSS leverages our experience running contact centers with our in-depth knowledge of the USPTO environment to provide a partnering relationship through open communication with USPTO for innovative, flexible solutions. PSS provides expertise with Siebel CRM Software, Call Monitoring, Statistical Dashboard, institution of ISO-based methodologies for continuous improvement. PSS personnel handle approximately 300,000 phone calls and 50,000 emails per year.

PSS team of experts, representing a range of disciplines, brings a multi-faceted arsenal of skills to every ERP assignment. The objective of ERP is to configure, integrate, and implement a seamless, cross-functional system that achieves the utmost efficiencies for the enterprise’s full package of assets. The resultant architecture and applications are designed to enable future technology refreshment and enhancement so that operational functionality can keep pace as processes and requirements evolve.

PSS provides performance tuning of the ABAP Objects, develop technical documents and component test plans for a variety of ABAP Objects and developed the plan to upgrade the SAP system. PSS supports the Business Systems Modernization Project, one of the DoD’s largest IT implementation projects using commercial-off-the-shelf software, linking the entire supply chain from customer to supplier for the Defense Logistics Agency. Our team consists of functional subject matter experts, technical developers, sustainment troubleshooters, and issue resolution analysts.

In addition, the PSS team provides PeopleSoft ERP system software maintenance, development, security, configuration, and quality assurance. We provide physical datacenter infrastructure, maintenance, and security including the monitoring and the maintenance of the Integrated Data Center (IDC) for the Federal Energy Regulatory Commission, 24x7x365 with a 99.99 percent IDC facility availability.

PSS provides software application engineering, system administration, and maintenance services for many large scale DOD and Civilian Agencies. PSS utilizes the CMMI methodologies to clearly identify an organization’s information management needs and then craft a software solution designed to meet those requirements in a thorough, effective manner. Through our software development expertise assisted several organizations achieve a more effective and efficient flow of information. PSS establishes and maintains 100 percent in-transit and asset visibility worldwide. PSS developed an automated evaluation tool to collect, track, and compare actual versus contracted performance management data related to container movement from origin to final destination (end-to-end). PSS designed and developed an MS Access database capable of drawing data from legacy and/or migrations systems including the Integrated Booking System (IBS), Commercial Sealift Solution (CSS) and the Worldwide Port System (WPS). Additionally, PSS develops surveys, studies, and evaluates Government-owned or proprietary application software packages to determine the applicability of proposed software and hardware.

PSS provides expert insight into addressing today’s Information Assurance and System Security needs. Our certified personnel assist government and commercial clients alike prepare system use guidance, create policy or identify and address system vulnerabilities. Our professionals are well trained in preparing all required documentation to allow authorized system use in accordance with DITSCAP and NIACAP standards.

PSS provides systems analysis and design, requirements definition, SAP, PeopleSoft, and Oracle database administration, and Continuity of Operations/Disaster Planning support for various clients. PSS provides support for the Command Information Decision Support System (CIDSS) program, which is a combination of client/server and/or web-based applications along with an electronic document management/records management suite. This application encompasses the entire SDDC staff command of over 2,000 users.

We have provided support to plan, coordinate, and manage a variety of IT projects. The PSS team identifies each project’s scope and required resources, and then develops a comprehensive plan for development and implementation. Our onsite personnel monitor and track the project budget, schedule, and performance. Experts in the IT field conduct regression testing to ensure other related processes are not adversely affected. Network and security specialists monitor current operations, evaluate system performance to identify current and future requirements, perform advance troubleshooting for all related services, and provide engineering support for planning, evaluation, and the implementation of enhancements or new additions.