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HomeMy WebLinkAboutLAH - Eaton Agreement 2024F -,Tel a 44jyi14►II THIS AGREEMENT is made and entered into on the 18 day of July, 2024 by and between the TOWN OF LOS ALTOS HILLS (hereinafter referred to as "TOWN") and Eaton & Associates (hereinafter referred to as "CONTRACTOR"). In consideration of their mutual covenants, the parties hereto agree as follows: 1. CONTRACTOR. Shall provide or furnish the following specified services and/or materials: IT Managed Services for the Town of Los Altos Hills. 2. EXHIBITS. The following attached exhibits are hereby incorporated into and made a part of this Agreement: A: Proposal from CONTRACTOR dated May 3rd, 2024 B: Pricing Sheet dated July, 9, 2024 3. TERMS. The services and/or materials furnished under this Agreement shall commence 08/01/24 and shall be completed by 06/30/27, unless terminated pursuant to Section 5(f). 4. COMPENSATION. For the full performance of this Agreement: a. TOWN shall pay CONTRACTOR an amount not to exceed per year as specified below: - Year 1: $164,280.00 - Year 2: $164,280.00 - Year 3: $167,280.00 TOWN will pay CONTRACTOR within thirty (30) days following receipt of invoice and completion/delivery of services/goods as detailed in Sections 1, 2, and 3 of this Agreement and only upon satisfactory delivery/completion of goods/services in a manner consistent with professional/industry standards for the area in which CONTRACTOR operates. TOWN is not responsible for paying for any work done by CONTRACTOR or any subcontractor above and beyond the not to exceed amount without written prior approval from the Contract Administrator in Section 5(h). Any special projects will adhere to hourly rates included in Exhibit B from CONTRACTOR and will be paid through the Capital Improvement Project (CIP) fund. b. Town shall not reimburse for any of CONTRACTOR's costs or expenses to deliver any services/goods. Town shall not be responsible for any interest or late charges on any payments from Town to CONTRACTOR. c. CONTRACTOR is responsible for monitoring its own forces/employees/agents/ subcontractors to ensure delivery of goods/services within the terms of this Agreement. TOWN will not accept or compensate CONTRACTOR for incomplete goods/services. Town of Los Altos Hills Page 1 of 5 Short form Updated 4/26/22 5. GENERAL TERMS AND CONDITIONS. a. HOLD HARMLESS. CONTRACTOR agrees to indemnify, defend and hold harmless the TOWN, its officers, agents and employees from any and all demands, claims or liability of personal injury (including death) and property damage of any nature, caused by or arising out of the performance of CONTRACTOR under this Agreement. With regard to CONTRACTOR'S work product, CONTRACTOR agrees to indemnify, defend and hold harmless the TOWN, its officers, agents and employees from any and all demands, claims or liability of any nature to the extent caused by the negligent performance of CONTRACTOR under this Agreement. b. INSURANCE. CONTRACTOR shall file with the TOWN a certificate of insurance before commencing any services under this Agreement as follows: WORKERS COMPENSATION INSURANCE: Minimum statutory limits. ii. COMMERCIAL GENERAL LIABILITY AND PROPERTY DAMAGE INSURANCE: General Liability and Property Damage Combined. $2,000,000.00 per occurrence including comprehensive form, personal injury, broad form personal damage, contractual and premises/operation, all on an occurrence basis. If an aggregate limit exists, it shall apply separately or be no less than two (2) times the occurrence limit. iii. AUTOMOBILE INSURANCE: $1,000,000.00 per occurrence. iv. ERRORS AND OMISSIONS INSURANCE: $2,000,000.00 aggregate. v. NOTICE OF CANCELLATION: The City requires 30 days written notice of cancellation. Additionally, the notice statement on the certificate should not include the wording "endeavor to" or "but failure to mail such notice shall impose no obligation or liability of any kind upon the company, its agents or representatives." vi. CERTIFICATE OF INSURANCE: Prior to commencement of services, evidence of insurance coverage must be shown by a properly executed certificate of insurance and it shall name "The Town of Los Altos Hills, its elective and appointed officers, employees, and volunteers" as additional insureds. vii. To prevent delay and ensure compliance with this Agreement, the insurance certificates and endorsements must be submitted to: Town of Los Altos Hills Page 2 of 5 Short form Updated 4/26/22 Town of Los Altos Hills 26379 Fremont Road Los Altos Hills, CA 94022 c. NON-DISCRIMINATION. No discrimination shall be made in the employment of persons under this Agreement because of the race, color, national origin, age, ancestry, religion or sex of such person. d. INTEREST OF CONTRACTOR. It is understood and agreed that this Agreement is not a contract of employment and does not create an employer-employee relationship between the TOWN and CONTRACTOR. At all times CONTRACTOR shall be an independent contractor and CONTRACTOR is not authorized to bind the TOWN to any contracts or other obligations without the express written consent of the TOWN. In executing this Agreement, CONTRACTOR certifies that no one who has or will have any financial interest under this Agreement is an officer or employee of TOWN. e. CHANGES. This Agreement shall not be assigned or transferred without advance written consent of the TOWN. No changes or variations of any kind are authorized without the written consent of the City Manager. This Agreement may only be amended by a written instrument signed by both parties. f. TERMINATION. This Agreement may be terminated by TOWN upon seven (7) days written notice to CONTRACTOR. Monies owed for work satisfactorily completed shall be paid to CONTRACTOR within 14 days of termination. g. RECORDS. All reports, data, maps, models, charts, studies, surveys, calculations, photographs, memoranda, plans, studies, specifications, records, files, or any other documents or materials, in electronic or any other form, that are prepared or obtained pursuant to this Agreement and that relate to the matters covered hereunder shall be the property of the TOWN. CONTRACTOR hereby agrees to deliver those documents to the TOWN at any time upon demand of the TOWN. It is understood and agreed that the documents and other materials, including but not limited to those described above, prepared pursuant to this Agreement are prepared specifically for the TOWN and are not necessarily suitable for any future or other use. Failure by CONTRACTOR to deliver these documents to the TOWN within a reasonable time period or as specified by the TOWN shall be a material breach of this Agreement. TOWN and CONTRACTOR agree that until final approval by TOWN, all data, plans, specifications, reports and other documents are preliminary drafts not kept by the TOWN in the ordinary course of business and will not be disclosed to third parties without prior written consent of both parties. All work products submitted to the TOWN pursuant to this Agreement shall be deemed a "work for hire." Upon submission of any work for hire pursuant to this Agreement, and acceptance by the TOWN as complete, non- exclusive title to copyright of said work for hire shall transfer to the TOWN. The compensation recited in Section 4 shall be deemed to be sufficient consideration Town of Los Altos Hills Page 3 of 5 Short form Updated 4/26/22 for said transfer of copyright. CONTRACTOR retains the right to use any project records, documents and materials for marketing of their professional services. h. CONTRACT ADMINISTRATION. The TOWN hereby designates Cody Einfalt, Assistant to the City Manager and the City Manager as Contract Administrator for this agreement. The CONTRACTOR shall only take direction regarding the services provided under this Agreement from the Contract Administrator. Furthermore, CONTRACTOR agrees that the Contract Administrator shall be included any meeting, teleconference or written communication between any Town representative including Committee members and the CONTRACTOR. The TOWN may modify the Contract Administrator at any time upon providing written notice to the CONTRACTOR. i. ENTIRE AGREEMENT. This Agreement represents the entire agreement between the Parties. Any ambiguities or disputed terms between this Agreement and any attached Exhibits shall be interpreted according to the language in this Agreement and not the Exhibits. 6. INVOICING. Send all invoices to the contract coordinator at the address below. This Agreement shall become effective upon its approval and execution by TOWN. In witness whereof, the parties have executed this Agreement the day and year first written above. CONTRACT COORDINATOR and representative for TOWN: Cody Einfalt Assistant to the City Manager Town of Los Altos Hills 26379 Fremont Road Los Altos Hills, CA 94022 Town of Los Altos Hills Short form Updated 4/26/22 CONTRACTOR: By:'L - 7/11/2024 Signature Date John Eaton, CEO Print name, Title TOWN OF AL LLS: By: Peter Pirnejad, City anager Date Page 4 of 5 ul eaton & ASSOCIATES EXHIBIT A Town of Los Altos Hills 0nLM HILLS CALIFORNIA Proposal to Provide IT Managed Services May, 3rd 2024 Prepared for: The Town of Los Altos Hills 26379 Fremont Road Los Altos Hills, CA 94022 Attn: Cody Einfalt Phone: (650) 947-2508 Prepared by: Eaton & Associates 20 N. Railroad Ave San Mateo, CA 94401 Contact: John Eaton Phone: (415) 238-2600 Table of Contents Eaton & Associates Executive Summary.................................................................................. 5 Qualifications and References................................................................................................. 8 Scope of Services 1— General Support................................................................................... 10 Skillsand Expertise........................................................................................................................11 Continuing Education and Training................................................................................................ 12 Chief Technology Officer (CTO) Support......................................................................................... 12 Scope of Services 3 — Base Services....................................................................................... 13 Procurement.................................................................................................................................. 13 Project Management and Delivery................................................................................................. 14 Documentation.............................................................................................................................. 14 AssetManagement........................................................................................................................ 14 ChangeManagement..................................................................................................................... 15 AccountAdministration................................................................................................................. 16 ServiceLevel Metrics..................................................................................................................... 17 Service Level Objectives, Availability, and Response Times............................................................ 18 KPIsTracked and Reported............................................................................................................ 19 Scope of Services 4 — Desktop and Server Services................................................................. 21 Help Desk and NOC Management.................................................................................................. 21 Desktop Hardware and Software Support...................................................................................... 25 Desktop Application Services......................................................................................................... 26 Third -Party Support....................................................................................................................... 26 Microsoft Server Administration and Security................................................................................ 26 Storage, Backup, and Disaster Recovery......................................................................................... 27 Scope of Services 5 — Network and Security Services............................................................. 28 24x7x365 Network and Security Management............................................................................... 28 Network Diagrams and Documentation......................................................................................... 29 ImplementationPlan............................................................................................................ 30 Required Resources.............................................................................................................. 30 E&A Proposer Questionnaire................................................................................................ 30 Cross -Training of E&A Staff............................................................................................................ 30 Continuous Improvement of Service Delivery................................................................................ 30 2 Collaboration and Vendor Escalation............................................................................................. 31 After -Hours Support...................................................................................................................... 31 Continuous Education on State and Federal Legislation................................................................. 31 E&A Project Services............................................................................................................. 32 FirewallRefresh............................................................................................................................. 32 Mobile Device Management (MDM) Deployment.......................................................................... 33 Single Sign On (SSO) Deployment................................................................................................... 34 Summaryand Conclusion.................................................................................................. 35 Attachment A: Staff Qualifications....................................................................................... 36 Senior Technical Engineer..............................................................................................................37 May 3, 2024 Dear Town of Los Altos Hills, Please find enclosed our response to your RFP for IT Managed Services, issued March 25th 2024. Eaton and Associates (E&A) is a California-based, woman -owned business that was established in 1989 by its current owners, husband and wife, John and Patricia Eaton. E&A offers the undeniable advantage of having the principals regularly involved in the daily activities and projects of their company and in direct contact with their clients. E&A has been delivering IT managed services, procurement, training, and contingency staffing services to California public and private entities of all sizes and industries for the last 35 years. E&A is also a preferred vendor in the City and County of San Francisco's Technology Store since 2003 and is currently the primary IT support provider for several similar organizations, including the Towns of Hillsborough and Los Altos Hills County Fire District and the Cities of Belmont and Burlingame. As an experienced IT company, we can provide technical services for a wide variety of needs, including: • Managed Services and Cybersecurity Services • Workstation Imaging and Deployment services • Office 365 deployments and migrations • Desktop and infrastructure support • Network and Wi-Fi Deployments • Project Management • Self -paced and instructor lead trainings • Virtual Server implementation and support • Data Center build -outs and moves • IT Infrastructure services We are creative and flexible in our design of IT solutions, and experienced delivering high-quality products and services to our partners within their budget and timeframe. We have a team of experts who can help with any of your technical project needs. Our internal consultants and technical engineers are local and available for immediate dispatch if needed. We offer a full suite of IT services and would welcome the opportunity to work with the Town of Los Altos Hills as a trusted IT partner. We have reviewed the Professional Services Agreement and accept it without exception. We can confirm that E&A meets or exceeds the insurance requirements. As requested, E&A guarantees our proposal will be valid for 120 days. If you have any questions or would like additional information, please do not hesitate to contact us: Main Phone: (415) 282-1188 Cell Phones —John: 415-238-2600 Patricia: 415-308-8158 Fax: (415) 282-1108 Email: jeatonCeatonassoc.com or peatonCeatonassoc.com 20 North Railroad Ave, San Mateo CA, 94.4.01 Web: www.eatonassoc.com John Eaton CEO/Owner Eaton & Associates Patricia Eaton CFO/Owner Eaton & Associates El Eaton & Associates Executive Summary Founded in 1989, E&A has been providing IT Support services continuously for 35 years. We are unique among MSPs, with decades of experience evolving with the ever-changing landscape of technology and delivering reliable support to ......"Ra,.°a�h a wide range of industries. Q Our ability to successfully complete IT enhancement projects alongside IT managed support services ensures that the Town of Los Altos Hills 0 ueM"name will benefit from the best new technologies, as they are tested and proven. We work with several local governments in the Bay Area, which allows us to share knowledge and best practices while preserving full privacy of sensitive organizational data. We are able to identify credible cybersecurity attacks and quickly communicate to other organizations who may be targeted by malicious actors. A recent example where our partners benefitted greatly from our collective knowledge is the onslaught of government spoofing cyberattacks that began in 2023 and accelerated through the start of 2024 (Sources: FBI; CISA). We were able to alert our partners and protect against the highly sophisticated, nationwide hacking attempt. E&A gives you everything you need to build and maintain a robust, secure, highly performative IT environment. Our Help Desk and NOC Support teams keep your organization running, our Professional Services team will help your organization grow and adapt to ever-changing technological requirements, and our Procurement team always finds the most cost-effective solution to achieve your organizational goals. Our proposal includes: ✓ 24x7x365 Network Infrastructure Support (Firewalls, Switches, Servers, Access Points) ✓ Extended Business Hours Help Desk Support (6AM-6PM PT) ✓ On -Site Infrastructure Maintenance ✓ Strategic Planning Services ✓ Onboarding/Offboarding Workflows ✓ Backup and Disaster Recovery Testing Services ✓ Attendance at Town Council Meetings and EOC activations These services are briefly summarized in the paragraphs below and elaborated upon in the following Scope of Services sections. Terms of proposal: ✓ 36 -month (3 -Year) Elevate -IT® Managed Services Agreement o Optional 41 Year o Optional 5th Year The Town of Los Altos Hills will primarily receive support from our team located in the San Francisco Bay Area, headquartered in San Mateo. Our local presence ensures timely support for Los Altos Hills, and our relationships with distributors enable us to deliver cutting-edge IT solutions and industry best practices. E&A is currently resolving one claim related to work performed by a contractor that should be resolved this year. We take pride in our long-term employee and client retention, demonstrating our commitment to maintaining a positive workplace culture and building enduring relationships with our team members and partners. No public agencies have terminated their contract with E&A within the last 4 years. The Qualifications and References section will provide more detail about our experience providing IT Managed Services for local governments, along with the external reviews and certifications we complete to continuously advance our qualifications and abilities. E&A takes pride in delivering a comprehensive range of IT services that goes beyond everyday operational support. We are fully qualified and prepared to provide the services outlined in the Los Altos Hills IT Managed Services RFP, including: 24x7x365 Infrastructure Support Experience peace of mind with E&A's 240 infrastructure monitoring which includes proactive, remote maintenance through real-time network monitoring, and onsite engineer1 dispatch should your network need immediate in-person attention. Our Network Operation Center (NOC) is wellm staffed and utilizes the most up-to-date IT best practices .•, and methodologies. Extended Business Hours Help Desk Support (6AM-6PM PT, Monday—Friday) Experience our interactive and engaging Help Desk Team for personalized support designed to complement both individual team members and the Town of Los Altos Hills organization overall. Our Help desk is committed to delivering outstanding customer service and technical support while fostering connections with the Los Altos Hills staff members. With a wealth of expertise, our Help Desk Team offers: • End-user support accessible via phone, email, and chat. • Optional inclusion of Webroot endpoint protection (antivirus) at no extra cost. • Optional inclusion of a remote access module at no additional charge. • Automated escalations for VIPs within the Town of Los Altos Hills, typically comprising 1-2% of the total supported users. • Comprehensive documentation of all supported workstations and endpoint devices. • Management of workstation patching, encompassing security patches, bug fixes, updates, and more. • Real-time insights into ticket metrics and agent performance via our online portal. 0 Eaton & Associates is flexible and capable of providing support beyond regular business hours, ensuring minimal disruption to the workflow of the Town of Los Altos Hills. For instance, server patches are typically executed after-hours, with these scheduled after-hours support activities included in our E&A Elevate-ITO service at no additional cost. Please refer to Section 4 below for a detailed overview of our approach to after-hours, weekend, and holiday support. Strategic Planning Services As your trusted IT partner, we ensure technology is in sync with your organizational objectives. In the fast -paced world of technology, our team thrives when it comes to keeping up with the latest trends and providing guidance to our clients to seamlessly integrate technology that fits their organizational needs. With decades of experience supporting government organizations, E&A comprehends the significance of ongoing enhancement to boost performance, security, and compliance. Our strategic services encompass regularly scheduled check-in meetings, quarterly business reviews, IT roadmaps, and equipment lifecycle management. Onboarding & Offboarding Workflow E&A provides a streamlined onboarding process for new Town of Los Altos Hills employees, ensuring a smooth transition into their new roles. Similarly, we offer a swift and efficient offboarding procedure for individuals leaving the organization. Our aim is to enhance productivity by ensuring a consistent computer setup for the diverse range of new hires in your organization. Furthermore, our clear and standardized offboarding process safeguards your organization's critical systems and confidential information. Disaster Recovery Testing Maintaining business continuity relies on robust data backups and data recovery testing. At E&A, we prioritize data recovery by thoroughly assessing and testing existing backups and Disaster Recovery Systems. We deliver reports, recommend essential adjustments, and upon approval from your organization, our team swiftly implements the reviewed and approved adjustments. In the absence of establish backup and disaster recovery policies, E&A will work collaboratively to assist in implementing new backup and disaster recovery policies. Qualifications and References We are uniquely positioned as a full-service IT solutions provider with over 30 years of experience working with local governments, managing ongoing support, successfully completing IT projects, and providing advanced security services. We were founded in the San Francisco Bay Area and have since expanded across California, with offices in the Central Coast and Southern California. E&A proudly demonstrates our commitment to cybersecurity excellence with SOC II Compliance and CJIS Clearance. It is important for our team members and organization to uphold the highest level of professionalism and adopt the latest cybersecurity best practices. Through a combination of regular awareness training and advanced security tools, we protect our partners data with several layers of cyber -protection. E&A References: 1. City of Burlingame Helen Yu -Scott Finance Director (650) 558-7222 hyscottkburlin ag me.org 2. Town of Hillsborough William Li Senior Management Analyst (650) 375-7438 wlighillsborough.net 3. City of Belmont Jason Eggers IT Manager (650) 598-4206 ei gers ckbelmont.gov 4. Los Altos Hills County Fire District J. Logan General Manager 650-947-7254 >loganklahcfd.org Qualification Highlights: ✓ Substantial experience providing the exact services requested by the Town of Los Altos Hills. ✓ Customer Satisfaction exceeding 95% ✓ Proactive support approach to prevent issues, not simply react to them. ✓ SOC II Compliance and CJIS Clearance. ✓ Extensive server, network and data center project experience. ✓ Local presence in Silicon Valley with a variety of experience and connections. ✓ Been in business 35 years, with 30+ years of experience working with local governments. ✓ Experience supporting public libraries and their specialized systems. ✓ Experienced technical team and dedicated account manager. ✓ 24/7/365 monitoring of network and server infrastructure. ✓ Extended support hours of 6am to 6pm PT ✓ Friendly, professional staff who will serve as an extension of the Town of Los Altos Hills's team. Our normal business hours are 8AM to 5PM PT, Monday to Friday. However, our Help Desk covers extended business hours from 6:00 AM to 6:00 PM PT, Monday through Friday, to accommodate individuals who work earlier or later hours. Network and cybersecurity monitoring runs 24x7x365 to protect your organization at all times. As the current IT services provider for the Town, we would provide a continuation of support with zero impact to ongoing operations. The main staff members who will be assigned to this account are: • Gabrielle Nelson, Account Manager • Andrew Thakkar, Project Manager • Dion Nelson, Help Desk Manager • Michael Peace, Systems/Network Engineer • Mohamed Shalabi, CIO/CTO Attachment A includes detailed resumes for the team who will be supporting the Town, with names, qualifications, experience, and licenses held. The section "Base Services — Scope of Services 3" below provides an Escalation Contact Chart to communicate with additional contacts at E&A regarding technical, financial, procurement, or executive matters. 0 Scope of Services 1— General Support E&A Elevate -IT® Managed Services is perfectly aligned with At a glance_ the requirements outlined in the Town of Los Altos Hills' r Expert staff supporting RFP. We are a technology -neutral company, meaning we the Town of fax. support all hardware and software platforms to create and Desktop computer and deploy the most cost-effective solutions possible. application support. 24x7 network and bersecurity E&A supports desktop computers and applications, including anagement vendor escalation management for issues beyond routine troubleshooting and remediation. We provide 24x7x365 support of physical and virtual servers and can confidently support the Windows- and Linux -based servers in the LAH environment. We also provide 24x7x365 support of the network infrastructure, including devices like switches and firewalls to monitor traffic for performance and security. Our 24x7x365 server and network monitoring includes comprehensive cybersecurity measures to protect the LAH infrastructure, such as regular patching of OS, firmware, and applications to ensure that the Town continuously receives the latest security updates. Elevate -IT® Managed Services includes a suite of strategic planning functions. We will assist the Town of Los Altos Hills in planning and preparing for a cybersecurity audit based on the best -practices outlined by the CISA, FBI, and State of California. Throughout the term of this agreement, E&A will conduct quarterly vulnerability scans, compile reports for LAH, and implement remediation measures. The goal of these cybersecurity audits is to protect against possible cyberattacks, including ransomware and DDOS. Elevate -IT® also includes annual Cyber Insurance Preparation, guiding LAH through the process of reporting to the agency and satisfying the insurance and legal requirements. Our experience in cyber -protection and cyber -insurance allows us to identify areas of optimization that may reduce insurance premiums while simultaneously providing a stronger cyber -defense. 10 Your dedicated Account Manager will conduct Quarterly Business Reviews (QBRs) to report on support performance and recommend technological upgrades to the Town as needed. E&A Elevate -IT® goes beyond traditional Help Desk support, implementing preventative maintenance measures and identifying areas of improvement that could enhance performance, security, and reliability. We serve as an extension of your organization, providing our expertise and preparing technology roadmaps and budget forecasts. Ultimately, the Town will act as the final decision maker for any proposed upgrades, and E&A will implement the vision as directed. Skills and Expertise We are experts in network virtualization and cloud migrations. As requested, E&A will undertake a study to evaluate how elements of the Town's IT infrastructure can be migrated to the cloud. We are experienced conducting cost -benefit analyses for different platforms and identifying ideal size/processing power requirements to optimize costs. Cloud platforms, when utilized correctly, can provide significant enhancements to security, performance, ease-of-use, and overall scalability of the environment. Elevate-ITO support includes a team of technical staff, project managers, and account managers who are knowledgeable and trained to carry out this Scope of Services. Our technical staff includes desktop and server engineers, systems and network engineers, and cybersecurity engineers to support the current and future infrastructure, along with a Chief Technology Officer (CTO) to serve as the senior engineer, strategist, and technology consultant to the Town. The Town's dedicated Account Manager will act as the main point of contact between organizations, providing ongoing status updates and regular reports regarding IT support. E&A will also provide a dedicated Project Manager to share tools, techniques, and resources to support the successful delivery of approved IT enhancement projects. 11 Elevate -IT® also includes a built-in malware protection tool (anti-virus and anti -spam) with our Remote Support agent on all LAH workstations. We also install remote monitoring and malware protection on servers, firewalls, and other network devices to provide comprehensive cybersecurity protection. Any additional third -party software tools that may be beneficial for the Town will be identified during our regular cybersecurity audits, and the Town will have final decision-making authority for any new procurements or licenses. E&A conducts thorough acceptance testing, including documentation of procedures and results, to ensure new processes and technologies can be integrated into the Town's environment without interruption. It is important to identify potential conflicts between applications, software, or hardware platforms along with potential security vulnerabilities prior to the deployment of a new process or solution. E&A will present the acceptance testing documents to the Town for final review. Continuing Education and Training Eaton & Associates provides ongoing learning opportunities for continued education and technical certifications to our staff. This is accomplished through internal knowledge transfer, formalized training opportunities, and technology certification processes established as industry standards. All E&A technical resources are trained and have in-depth knowledge on cybersecurity. E&A takes pride and is committed to ongoing security awareness training and delivering a comprehensive cybersecurity administration offering. We ensure the proactive management and protection of our clients' digital assets, implementing robust strategies to mitigate risks and secure sensitive information. From continuous risk assessments and real-time monitoring to advanced network and endpoint security solutions, we tailor our services to meet the evolving threats of the digital landscape. In addition to these measures, we emphasize multi -layered defense, integrating NextGen intrusion detection, advanced firewalls, and sophisticated encryption for data security. Our approach includes rigorous identity and access management with regular audits for compliance with industry standards. Leveraging threat intelligence and adaptive strategies, we are equipped to anticipate, respond to, and recover from security incidents promptly, ensuring minimal impact on operations and maintaining a strong cybersecurity posture for our clients. Chief Technology Officer (CTO) Support E&A's approach is collaborative and adaptable. Our seasoned CTO assists clients with a variety of needs, ensuring each receives the attention necessary to meet their objectives effectively. Our CTO is hands on and works closely with all Systems/Network Engineers, Help Desk Engineers, and the NOC team to efficiently manage technical tasks. Experience and versatility allows our CTO to determine the best relationship with clients, providing leadership where it is needed most. 12 Scope of Services 3 — Base Services Elevate -IT® Support includes our specialized IT procurement with close industry partnerships; project management and delivery with a dedicated Project Manager; account administration, management, and reporting with a dedicated Account Manager; asset management; and change management services. E&A will manage and deliver projects with an elevated level of professionalism and skill to ensure timeliness and cost-effectiveness. Our Project Managers are PMP® Certified to ensure the highest level of expertise. Procurement At a glance: ✓ Procurement, project management, and documentation ✓ ITIV response times and service level metrics ✓ Dedicated Account Mgr. and Certified P.M.P w A With our strong industry relationships, we provide competitive quotes for technology that consistently beat MSRP, giving the Town of Los Altos Hills the most fitting and cost-effective solutions possible. Serving as an extension of your organization, we provide full transparency to ensure the Town understands the "why" behind each selected project and new procurement. E&A will manage warranty and license renewals for LAH, obtaining quotes from vendors and reviewing the terms and conditions of the Town's maintenance and support agreements. We will follow all Town purchasing policies in the preparation of quotes, and the Town will act as the final decision maker for any hardware or software purchases. Our procurement services encompass a wide range of technology including, but not limited to, networking and security equipment; servers and storage devices; backup hardware and software; end-user computing equipment such as laptops, desktops, tablets, and mobile devices; Microsoft, Adobe, and other frequently used software products; and miscellaneous IT equipment and accessories. Elevate -IT® support includes full staging and configuration of newly purchased technology, along with warehousing and logistics services to efficiently manage equipment storage and distribution. We maintain a detailed Asset Management database that will be updated with serial numbers, warranties, and expiration dates for all new hardware and software purchases. This Asset Management information will be reflected in the annual Tech Audit. E&A will also assist the Town in adhering to the Governmental Accounting Standards Board (GASB) Statement No. 96 regarding subscription -based IT arrangements. E&A will coordinate with the Town's Finance Department to ensure the Town is compliant with all relevant standards. 13 Project Management and Delivery Project Management and Delivery is included in the E&A Elevate -IT® base fee for all in -scope projects related to this Agreement (e.g., network discovery and remediation, remote support agent rollout, support portal creation with documentation and asset -tracking database). E&A is also available to complete projects outside the firewall �/i 40 scope of normal support (e.g., refresh, MDM deployment, SSO V deployment) with our PMP® Certified Project Managers and dedicated Project r Engineers. We utilize a consistent methodology to scope, budget, schedule, and deploy all projects to ensure successful delivery. With 30+ years supporting local governments, E&A understands the processes required to successfully deliver IT enhancement projects in the public sector. The Town's point of contact will have regularly scheduled project check -ins with both the Project Manager and Account Manager to discuss progress in-depth, plan next steps, provide feedback or adjustments to align projects with the Town's expectations. E&A's Project Manager tracks each phase of the project closely until completion. Even for projects outside the scope of normal Elevate-ITO support, we will provide a detailed Basis of Design document that includes a project rationale, scope, criteria, assumptions, constraints, budget, and timeline. E&A understands and accepts the Town's ability to complete projects internally and/or submit for outside bids. As a full-service IT provider, E&A is qualified and capable of completing these IT -enhancement projects and seamlessly integrating new solutions with the rest of the supported environment. E&A will conduct Quarterly Business Reviews and Annual Technology Audits with the Town to review important items, frequently recurring support requests, and lifecycle management for IT hardware and software. We will provide a project roadmap for the Town of Los Altos Hills with items prioritized with critical tasks first, followed by projects in sequential order in alignment with the Town's multi-year strategic plan. Documentation Clear documentation is essential to managing modern IT environments. E&A maintains an internal knowledge base and document repository for each of our partners, fully encrypted and access -controlled for security. Our documentation includes device configurations, backup files, OS/firmware/application version control, standard operating procedures (SOPs), organization -specific frequently asked questions (FAQs), vendor contact lists, and self-service support tools for basic troubleshooting. Asset Management Elevate -IT® includes asset management services: physical inventory, asset receiving, asset tracking, software license management, asset cascading and disposal E&A takes a sophisticated approach to Asset Management. We go above and RM beyond the basic requirements of documenting and tracking inventory by working with our partners to proactively improve their IT network and more accurately predict their current and future IT -related costs. 14 For complete transparency, E&A provides monthly report of all devices we are currently supporting. Devices that are "stale" are highlighted for client review to determine if the device should remain on the Town's network or be removed. E&A will provide comprehensive Asset Management Services for the Town, including: ✓ Physical inventory of workstations, server and network equipment ✓ Software license management, including what software is installed on each workstation ✓ Asset tracking and lifecycle management as devices are retired and new devices are added to the environment ✓ Assistance with data destruction and hardware repurposing and recycling Change Management du E&A understands the importance of managing change to minimize disruption to end- F9users. Our support includes a proven Change Management methodology to support the Town, including required inputs and outputs, roles and responsibilities, and communication requirements. We will identify any areas where specific policies, procedures, or regulations must be followed. We utilize a Change Management procedure that details requested work, proposed remediation, and a rollback plan. This documentation is completed by the appropriate E&A resource and shared to the Los Altos Hills Point of Contact for their review. A signature of approval is required prior to scheduling and beginning the necessary work. Beyond the initial documentation, our change management process is structured to minimize disruption and maximize efficiency. Once approved, we implement changes in a controlled environment, often staging them first to assess impact and effectiveness where possible. Our CJIS Cleared engineers are experienced commissioning and decommissioning hardware in compliance with the DOJ/FBI policies. Regular updates are provided throughout the implementation phase, ensuring all stakeholders are informed and any concerns are promptly addressed. Admin and end-user acceptance testing will be included as part of the change management process, as appropriate. 15 Account Administration E&A will provide a dedicated Account Manager (AM) for the Town of Los Altos Hills to maintain a high level of service and accurate reporting on our performance. Help Desk Manager The Town's dedicated AM will provide regular status updates, ticket reports, (415) 521-1320 SLO reports, Quarterly Business Reviews (QBRs), and annual Technology / r Audits. We customize our reporting cadence based on the preferences of our Account Manager partners and will satisfy the Town's requirement of bi-weekly meetings and 609 1"M r monthly ticket reports. 0 Our detailed ticket reports include a summary of all tickets opened, closed, or worked on during the month—including Response and Resolution Time statistics and a status update for active tickets. Help Desk tickets or reported incidents that have been open for more than three days can be escalated by the Town for immediate resolution. These open items will also be included in bi- weekly meetings and monthly ticket reports as High Priority items. Every user has the opportunity to evaluate their experience with support through an optional survey upon ticket completion, and the Customer Satisfaction reports are included in our reviews with the Town. E&A will also attend the Town's IT meetings and facilitate bi-weekly IT status update meetings to maintain the highest level of communication and clarity. Serving as an extension of your organization, we provide full transparency into our internal team and a table of escalation contacts is provided below: E� Table 3. Escalation Contact List We are experienced conducting Annual Technology Audits to report on the current state of all hardware, software, licenses, vendors, diagrams, and governance procedures. We will provide recommendations for improvements, innovation, new technology that would improve the Town's services, with a particular focus on new sustainability projects as requested. 16 1 st Help Desk Manager Dion Nelson (415) 521-1320 SLO, CA 2nd Account Manager Gabrielle Nelson (415) 366-8397 San Mateo, CA c� .o 2nd Account Manager Gabrielle Nelson (415) 366-8397 SLO, CA a �. 3rd CFO Patricia Eaton 415-299-8641 SLO, CA 3rd CTO / Director of I.T. Mohamed Shalabi (415) 400-7662 San Mateo, CA E� 4th CEO John Eaton (415) 400-7661 SLO, CA Table 3. Escalation Contact List We are experienced conducting Annual Technology Audits to report on the current state of all hardware, software, licenses, vendors, diagrams, and governance procedures. We will provide recommendations for improvements, innovation, new technology that would improve the Town's services, with a particular focus on new sustainability projects as requested. 16 1 st Account Manager Gabrielle Nelson (415) 366-8397 San Mateo, CA 2nd Account Manager Gabrielle Nelson (415) 366-8397 San Mateo, CA Z 2nd Controller Heather Sander 415-299-8641 SLO, CA a �. 3rd CFO Patricia Eaton 415-299-8641 SLO, CA Table 3. Escalation Contact List We are experienced conducting Annual Technology Audits to report on the current state of all hardware, software, licenses, vendors, diagrams, and governance procedures. We will provide recommendations for improvements, innovation, new technology that would improve the Town's services, with a particular focus on new sustainability projects as requested. 16 1st On -Site Tech Engineer TBD TBD On Campus 2nd Account Manager Gabrielle Nelson (415) 366-8397 San Mateo, CA v 0 3rd VP Operations James Finley 415-400-7665 San Mateo, CA a 4th CEO John Eaton 415-400-7661 San Mateo, CA Table 3. Escalation Contact List We are experienced conducting Annual Technology Audits to report on the current state of all hardware, software, licenses, vendors, diagrams, and governance procedures. We will provide recommendations for improvements, innovation, new technology that would improve the Town's services, with a particular focus on new sustainability projects as requested. 16 The Town's dedicated Account Manager will serve as a single point -of -contact for all aspects of support delivery including problem management, problem resolution, request tracking, escalation management, and dispatch. Through regular weekly and monthly check -ins and Quarterly Business Reviews (QBRs), we provide detailed reports to assess the support success rate and our commitment to service level objectives. There will be no onboarding transition period, as the Town is currently onboarded with E&A. Service Level Metrics To align E&A's Elevate -IT® service delivery offering with industry best practices — specifically the "Service Operation" standards outlined by the Information Technology Infrastructure Library (ITIL®) — E&A has developed a number of processes governed by a Service Level Matrix ("SLM") and a set of Service Level Objectives ("SLOs") to identify incidents (i.e., alerts and/or events), define each incident's priority level (defined by that incident's urgency and impact), respond to incidents in order of priority, and ultimately resolve incidents as quickly as possible, sometimes by way of escalating to increasingly higher level resources. The two tables below show our Incident Priority matrix and SLO Response Times. Incident Definition Priority P1— Critical Typically, an emergency incident affecting all or most users and that is halting the use of critical "line of business" applications and/or access to the network. Examples: Email server(s) not sending/receiving email, Internet connection down, database server appears offline, etc. P2 — Important Likely affecting multiple users and impairing access to one or more critical business applications, though, not resulting in a complete stoppage of work. Examples: Slow/intermittent Internet connectivity, backup failures, imminent server crash due to lack of hard disk space, etc. P3 — Normal Typically affecting between 1 and 5 users and generally non- critical in nature. Workarounds are likely available. Examples: User cannot print to a network printer, user's domain account locked due to unsuccessful password entries, a user has deleted an email by accident and wants it restored, etc. P4 — Low The problem affects no more than a few users and is typically non- business impacting. Workarounds available. Examples: User has some "dead pixels" on her monitor, user application displaying persistent error messages with no impact to use of the application, occasional static heard on a particular VoIP phone, etc. 17 Service Level Objectives, Availability, and Response Times The table below outlines the SLO response times for all incidents — based on priority level (as described above) — whether they are generated by system alert/failure or by end-user request. When submitting a ticket, users receive an immediate automated confirmation of receipt. Our highly responsive Help Desk engineers will then contact the user within our outlined "Acknowledgement" response time. We value open communication and provide regular status updates to ensure all stakeholders stay informed. If an incident cannot be resolved immediately (e.g., new equipment is required), then a Resolution Plan will be created within the outlined SLOs. For incidents that cannot be resolved remotely, E&A will dispatch an onsite engineer at no additional charge. Action Pi I P, Critical ppotant Normal Low Availability- NOC 24x7x365 24x7x365 24x7x365 24x7x365 Availability- Helpdesk 24x7x365 Extended Extended Extended Business Business Business Hours Hours Hours Acknowledgement 15 minutes 15 minutes 30 minutes 30 minutes Status Updates 30 minutes 2 hours 8 hours 12 hours Resolution Plan < 4 hours < 8 hours < 8 hours < 3 days /NBD E&A is committed to delivering excellent customer service and we take pride in resolving issues within the outlined SLOs. While there may be occasional challenges, such as a delay in receiving replacement equipment, our reputation for responsive, timely resolutions is reflected in our 95% average customer satisfaction scores. Our E&A Elevate -IT® Support surpasses the conventional break -fix support model by offering proactive assistance. Scheduled maintenance sessions for servers and workstations, coupled with routine system testing and backups, significantly minimize the occurrence of critical issues. E&A will continue to collaborate closely with the Town to implement high -availability and redundant systems to strengthen the infrastructure and limit P 1 incidents. Trends or concerns that could result in issues are discussed regularly along with potential solutions, which could include a technical solution, updated documentation and/or training. This information is included in regular reports with your dedicated Account Manager. KPIs Tracked and Reported Eaton & Associates provides continuous communication via scheduled meetings with Town of Los Altos Hills staff along with monthly reporting of key metrics to measure success. We measure SLO's through our ticketing system as well as offer randomized email feedback in our ticketing software. Some key performance indicators (KPIs) that we track are: Average Time to Ticket Resolution, Average First Response Time, Closing Ticket Rates, First Call Resolution, Network uptime and speed history and Customer Satisfaction rating (CSAT). We also present and gather additional performance metrics by: • Quarterly Business Reviews with key Town of Los Altos Hills staff • Regularly scheduled check-in meetings with key Town of Los Altos Hills staff • Clear set of E&A escalation contacts and full access to Eaton & Associates leadership if needed • Monthly ticket reporting with analysis • User feedback emails at the completion of tickets Additionally, E&A monitors all clients' requests in real-time using a client accessible dashboard to ensure Service Level Objectives (SLO) are within the outlined metrics. Dashboards are shared internally with engineers, Account Managers, as well externally with clients for full transparency. See the two images below for an example of this support tracking portal. Examples of KPIs tracked and reported in the scope of Elevate -IT® Managed Services include but are not limited to: • Average Time to Ticket Resolution • Average First Response Time • Opening / Closing Ticket Rates • Mean Time to Resolve • Average Tickets and help time per customer. • First Call Resolution • Potential IT Issues prevented. • Network uptime and speed history • Network inventory and important device statistics • Time to complete Root Cause Analysis • Customer Satisfaction rating • Comparison to industry numbers 19 Oaaton & ASSCCIATE5 An noun cement: We lcn m e to the new Client Portal [More] NI, MOLLY • B NEWT] A Image 1. The above example presents a user's perspective of the client -facing dashboard, showcasing all tickets, both current and historical, for the current year. 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Ticket Number B TICKETS OPEN TICKETS a My Waiting My Approval QUICKTICKET NEWTICKET T2O19O1O4AW1 Testing AdditionaLCls New 720181210.0034 System ticket category - MILes is primary New 1+ 1 9 48 0 T2O1811O7A0o1 Testing Last Status Change New T2O181O22.o001 Pri nter is o Lt of toner New open tickets new tickets waitingmyapproval T2O181OO9.O020 T2O18O928.CO06 Please help me with my password Remove virus from George Green's external In New New 5 0 0 where l am contact created by me waitir; %REW Au- > Image 1. The above example presents a user's perspective of the client -facing dashboard, showcasing all tickets, both current and historical, for the current year. GNB worksaard ume Tic- sisyrke nclla'eien -loc Manager my CRM + My Open Tickets My Open Tickets SNon-Recurr.- My Tickets Coml ng Due My SLA- First Response Sum.- My Open Tickets by Pibrll N..0 Total 0 Due Today 0 First Respon se Overdue 0 g 36 ra ■Imv Nal Unassigned 0 First Response Orerdue 444 adaopen Q Due Tomorrow aDue in < 1 hour l'I•lal C 57 2.4 Unassigned Due Next? First Respon se Open Critical 7 Critical Q 0n Days V Due in l2 0 50 Hours Total: 57 My Open Tickets by Is OSub-Issue My Open Tickets by Status My Tickets Cue Tetley for ueemuej Total: 57 TDtel: 57 Priority- Due Cate SWInM TID120pOM1.DWs Cmi"l 06119l2c1x TnaR S�MeYe Se .k,i 0]DO PM . nfladrr bspaen Parirre 1e 12.042020 Server—hed atter new softwarebold Dore Y IT.Giaq B�hed� TxPlx051 ].0006 LOW O1118120x2 - c -o SNeaull New ne02 RM Blue Sky Gravp N0"' wonaa➢ Tesl Sac Feil— IT2adi —ang T2[n]D51 ].pDYS LOW 051181xRL2 o s l0 1s zY ss o s 10 18 zg zs ^°��•�+ 1 -2501 7 8I—All My Open Tickets In My DueDee Open TlekM in My Queues Nnaesigned Open Tick—by queue Image 2. The above example presents an internal Engineer perspective of the open ticket dashboard, showcasing all currently open tickets. Note: both images above are illustrative examples of the system and do not disclose client data. A 20 Scope of Services 4 — Desktop and Server Services E&A Elevate -IT® Support satisfies all requirements outlined in "Scope of Services 4" of the RFP for IT Managed Services. As a full-service IT company, E&A At a glance: will provide Extended Business Hours Help Desk support (6AM-6PM PT) that includes remote monitoring and (/6AM to 6PM P.T. Help Desk maintenance activities, and application support for the rosoft Server andTown's desktops and 24/7 support of physical and virtual5 Application expertsservers. Maintenance activities on servers are done after age, backup, lic/DR business hours to minimize user disruption. aredness The Town's dedicated Account Manager will serve as a single point -of -contact for all aspects of support delivery , including problem management, problem resolution, request tracking, escalation management, and dispatch. Through regular weekly and monthly check -ins and Quarterly Business Reviews (QBRs), we provide detailed reports to assess the support success rate and conformance to service level objectives. E&A provides our partners with a comprehensive Knowledge Base for centralized access essential documents, training materials, and self-service support tools. All Town users will be able to access their individual portal to view ticket history, organizational FAQs, and self-service support resources. The Town's IT administrators will be given access to view the full ticket history for the entire organization, network diagrams, security assessment documents, inventory lists, and other detailed resources. We provide top -tier technical expertise and customer service. Our friendly, highly responsive engineers go above and beyond to ensure the Town's users have a seamless technology experience across the diverse departments. Help Desk and NOC Management Our team is committed to providing unparalleled support, and our consultative and educational engineers redefine the support experience. E&A has developed an easy-to-use system for getting support via email, phone, or chat. Many of our clients submit tickets via the Remote Support agent installed on their machines, conveniently accessible on the desktop's toolbar. The support request is then assigned to an Engineer based on priority and nature of the issue. We go beyond quick fixes, offering tailored solutions that not only address current issues but empower end users with the knowledge to navigate future issues as seamlessly as possible. With a proactive approach to prevent high impact critical technical issues, our support team acts as an extension of your team while ensuring uninterrupted efficiency and long-term success. Below is a sample of our documentation on how end-users receive support and a flowchart illustrating how E&A processes tickets. 21 d)eoton Manage -IT° Help Desk Services & ASSOCIATES We make IT easy & predictable so you can focus on running your business. Getting Technical Support Your technical support team is ready and excited to help answer your technology questions Monday - Friday 6:00 AM — 6:00 PM PST. To ensure we can support you as efficiently as possible, we have made it easy to connect with a technical resource in ways that are convenient for you. Always reach out to our support team for help with issues such as the following: • Computer & network troubleshooting • Smartphone & tablet configuration • Resetting your password • Software installations • Accidentally deleted files/folders • Setting file and folder permissions • Virus/malware removal • Creating user accounts and groups Call our support team directly at phone number: (415) 216-0483. The team is ready to take your calls Monday -Friday 6:00 AM - 6:00 PM PST. Chat directly with one of our support team members. Click the chat icon in your system tray to reach support. Then click "Help Desk Chat" to start a chat session. Please be patient while the chat module is "Loading..." Mac: Help Request Form Help Desk Chat About L:Windows:1H Email your non -urgent requests to hd@eatonassoc.com. Note: Email requests are considered low impact. Please allow up to 24 -hours for an initial response. Image 3. The provided example is a document intended for distribution within the organization to seek technical support from the E&A support team during the agreed-upon business hours. 22 User System Alert VIP User 440 11:I 1 I 1 I I 1 Email Call Chat Notification Priority Channel � I 1 I 1 1 1 1 1 I ---------------------------- I 1 1 1 I 1 Tier 1 Support --- Can't ---- Tier 2 Support Resolve I � I � I � Can ; Onsite Can Resolve + Required Resolve ' I I I I I I i �______ Resolve & Notify User �______________ On-site Engineer ------------- ------- I ------------•------• Resolve & Notify User ------------------------------------• Assess Impact ---, I .-A&EVE R H 0 U RS I I I I i After -Hours User After -Hours System Alert --------'------------i Email CALL Low Priority Answering Service I 1 �I 1 �- Lowlmpact --' Highlmpact --- 1 Notification 1 I 1 i ____ NOC I Pager Duty Team Image 4. E&A Elevate -IT® internal workflow for responding to support tickets. 23 E&A will provide Extended Business Hours Help Desk support (6AM-6PM PT, Monday -Friday) that includes remote monitoring and maintenance activities, and application support for the Town's desktops. Help Desk Services for Los Altos Hills Staff include: ✓ Extended Business Hours Help Desk (Monday -Friday 6:OOAM — 6:00 PM) ✓ Contact support via chat, phone, and email ✓ Live portal for users to track ticket progress and history ✓ Documented inventory of all supported workstations and endpoint devices ✓ Workstation patch management (including security patches, bug fixes, updates, etc.) ✓ Regularly updated Frequently Asked Questions resource, reflective of ongoing training topics and technical support provided. ✓ 24/7 support for P 1 tickets. Note: E&A can provide 24/7 support for all Help Desk tickets should this be desired in the future. HELP DESK b b b b b b b r ���� * i r i Olt SUPPORT INFORMATION ADVICE PROBLEM SOLVING HELP SERVICE SOLUTION Elevate -IT® support also includes 24/7 support of servers and network devices. Maintenance activities on servers and network devices are done after business hours to minimize any disruption and on workstations as possible, as they need to be on and connected to the network. Our experienced Network Operations Center (NOC) team will continue to provide the Town with essential network monitoring and maintenance services. This comprehensive support service is included in E&A Elevate -IT® at no additional charge and operates during evenings, weekends, and holidays. ✓ 24x7x365 monitoring & maintenance of network appliances, including but not limited to firewalls, routers, servers, controllers, switches and access points. ✓ Asset tracking for all supported network appliances and networking gear (i.e., devices connected to the network via Ethernet or Wi-Fi connections) ✓ Critical and zero -day patches are applied promptly to avoid potential cyber security threats. ✓ Proactive patch management (including security patches, bug fixes, updates, etc.) ✓ After -Hours NOC verifies the success of automated updates and manually administers additional updates or patches during after-hours maintenance windows as necessary ✓ Updated asset inventory after every patch, project, and new device deployment ✓ Defined escalation processes. ✓ Keep the same support dates for recurring server and workstation maintenance. 24 Eaton & Associates will provide 24/7 support to all the Town server(s) and backup devices, ensuring best practices are being followed regarding: ✓ Data backup, malware protection and ransomware prevention. ✓ Proactive monitoring and updating of critical security systems, including firmware, Operating System (OS), and third -party software. ✓ Setting up alerts and thresholds for notifications. ✓ Security audits on shared folder and admin account access. ✓ Hardware and software diagnostics, upgrades and repairs. ✓ Lifecyle planning, including roadmaps and budgets. Our support teams possess extensive knowledge of the Town's infrastructure, enabling them to promptly tackle emergencies, conduct system maintenance, troubleshoot unexpected challenges, escalate issues, and arrange on -sites as needed. Eaton & Associates will manage all aspects of Help Desk service delivery for the Town as a single point of contact, including all problem resolution (Tier 1, 2, and 3); service request tracking via live portal; problem management; call escalation management; dispatch; knowledge management; self-help via internal knowledge base and organizational FAQs; self-service support tools; new employee onboarding and training on the help desk workflow; team and project management for services provided to the Town; performance management and customer satisfaction reporting to ensure the highest level of service delivery; VIP users to escalate tickets within the support portal; IT alerts and alarms; and regular reports on service level performance and adherence to the SLOs. With a proven track record of long-term clients, our dedication to exceptional customer service speaks for itself. We will provide regular reports on customer service delivery, including ticket response and resolution times and satisfaction scores. Desktop Hardware and Software Support Our approach to Help Desk is rooted in friendly, educational, and highly responsive support. E&A's expert engineers with swiftly address any workstation hardware and software issues, including desktops, laptops, and peripheral devices. We will provide troubleshooting and remediation services for the Town in accordance with the SLOs outlined. Elevate -IT® goes above and beyond traditional break -fix models of support, implementing preventative maintenance measures and strategic technology refreshes to ensure the Town's infrastructure remains up-to-date and optimized for performance and security. Moves, adds, and changes for supported desktop hardware and software is included in E&A's Elevate -IT® Managed Services. Our support includes staging, preparation, and warehousing storage of new devices to efficiently manage all aspects of desktop installation. E&A is experienced supporting Emergency Operations Center (EOC) environments to ensure network connectivity for internet and phone lines. 25 Desktop Application Services Our skilled engineers will provide comprehensive troubleshooting for all Town applications, including connectivity and security. E&A will efficiently manage electronic software distribution, integration and testing, machine images, and application patches to provide robust security and adhere to consistent governance procedures for desktop application systems. ■ Elevate -IT® includes anti-malware (anti-virus and anti -spam) on all supported workstations. E&A will also manage application access and connectivity for users' laptops, tablets, iPads, and mobile devices. Third -Party Support E&A Elevate -IT® includes third -party support for business applications used by the Town. This includes working with vendors to complete basic support, such as account setup, data access, and application connectivity, along with vendor escalation management for complex support issues. The dedicated Account Manager and technical staff will communicate with the Town of Los Altos Hills and their technical vendors to resolve any issues that we cannot resolve directly. Working together, we can determine the root cause of an issue and work with the appropriate parties to develop and implement a resolution. Working with third -party partners, E&A will serve as the technical Subject Matter Expert (SME) to ensure the Town's technical environment is both understood and configured appropriately to support the VoIP, ISP, or any other desired technology. We will also follow up with third -party vendors and the Town of Los Altos Hills staff to ensure issues are resolved successfully and changes are communicated to all stakeholders. For additional security, we also ensure third -party applications follow appropriate implementation plans, including rollback criteria along with Testing/User Acceptance and project management documentation are developed. Microsoft Server Administration and Security Elevate -IT® support includes the maintenance of all aspects of Microsoft server security, troubleshooting, incident management, virus and malware protection, access control, and auditing. E&A will provide administrative support for the entire Office 365 productivity suite. This includes but is not limited to: ✓ On -boarding and off -boarding of team members ✓ Deployment (individually or mass) of Office applications ✓ Maintain or create Azure (Entra) Directory Sync tool ✓ Troubleshoot and repair any Microsoft Office productivity suite issues ✓ Office 365 procurement and license management ✓ Migration from other platforms, such as Exchange or Google, to 0365 (as a project) 26 Storage, Backup, and Disaster Recovery E&A's Backup, Restore, and Disaster Recovery (BRDR) methodology is meticulously designed to ensure the resilience and continuity of our clients' operations. We advocate for a dual approach in data backup, utilizing both local and cloud replications to safeguard against a range of potential risks. Our strategy includes VM -level and file -level backups, ensuring comprehensive coverage of all critical data. To validate the reliability of our backup solutions, we regularly conduct random test restores. This practice not only ensures the integrity of the backups but also keeps our recovery processes fine-tuned and ready for any scenario. Furthermore, our disaster recovery plans undergo rigorous 'lights -out' testing, a method that simulates real-world disaster conditions to evaluate the effectiveness and readiness of our recovery procedures. Understanding that each client's needs are unique, we closely collaborate to determine their Recovery Point Objective (RPO) and Recovery Time Objective (RTO). This collaborative approach allows us to align our BRDR strategies with their specific business objectives, ensuring that recovery processes are both efficient and cost-effective. We categorize data based on its criticality, creating tiered backup solutions that prioritize essential data while still protecting less critical information. Our process includes a meticulous approval mechanism for the outcomes of random test restores, ensuring that clients are always in the loop and confident in the robustness of their BRDR plan. By integrating these strategies, E&A delivers a comprehensive and adaptive BRDR solution that not only protects data but also supports the overall resilience and success of our clients' businesses. 27 Scope of Services S — Network and Security Services Eaton & Associates will provide 24x7x365 management and monitoring of the Town of Los Altos Hills' network infrastructure, including advanced cybersecurity protection. At a glance: Our experienced team will provide network engineering, administration, maintenance, and projects services for the Network, server, Town. and Cybx365x365 and C�bersecurity Support Next -Gen security tools and event auditing E&A will be responsible for creating or consolidating Virtual Network diagrams and Local Area Networks (VLANs); setting up alerts and documentation notification thresholds for firewalls switches, routers, and access points; managing and troubleshooting Wi-Fi related issues; installing and updating anti-malware software on network devices; and implementing comprehensive governance policies and procedures. We will monitor all communication through the Town's network, ensuring optimal performance and security. Elevate -IT® includes regular vulnerability scans, review of results, and remediation of any potential weaknesses. Through regular check- in meetings, Quarterly Business Reviews, and Annual Technology Audits, E&A will provide recommendations for equipment upgrades and replacements. Our strategic and consultative team will deliver technology roadmaps and budgets that allow the Town to efficiently manage their IT budget. 24x7x365 Network and Security Management Elevate -IT® security management and administration include the maintenance of all aspects of information security, incident management, firewall services, intrusion protection, penetrating services, system security, and auditing for the Town's network. E&A has a detailed understanding of the Town's current environment. We work to continuously identify areas for improvement, including new capabilities and enhanced security measures. Our documentation captures all essential details of the network, such as vLANs and device configurations. Network and security management also includes the maintenance of firewalls, routers, switches, and VPNs. We collaborate closely with the Town to provide feedback and recommend areas of improvement. Our expertise allows us to efficiently support the Town's network while scoping, testing, and deploying IT - enhancement projects. 28 Eaton & Associates fully understands the importance of cyber security and will provide 24/7/365 cyber security monitoring and management. This includes but is not limited to: ✓ Management of Remote Access Systems (VPN, RDS, or others.) ✓ E&A will provide centralized updating of security patches and firmware ✓ Endpoint protection, including malware and patching ✓ Periodic vulnerability scans with any issues resolved ✓ Intrusion detection and prevention, via a 3' parry or by our staff. While we can and do regular Intrusion detection scans, it is a best practice to have a 31 party verify the results at least annually. ✓ Ransomware prevention and mitigation ✓ End user training on how to avoid common IT security pitfalls (optional as a project) Eaton & Associates will continue to regularly consult with the Town of Los Altos Hills about common threats and best practices to mitigate security threats. Network Diagrams and Documentation E&A maintains detailed network diagrams and documentation in our secure internal knowledge base, including topology maps, configuration files, and backups. We continuously update our documentation as changes are made to the IT environment. The Town's designated IT contact will have real-time visibility of this information through the secure user portal, and your dedicated Account Manager will provide reports monthly, quarterly, and annually. E&A seeks to continuously enhance Los Altos Hill's cybersecurity posture by deploying a comprehensive security suite, including a Security Information and Event Management (SIEM) tool, for detailed application and network monitoring. As cyber -threats become more sophisticated, it is critical to safeguard the Town's infrastructure and sensitive data. Leveraging our cybersecurity experts, we gather and analyze data from diverse IT sources to offer a holistic view of the Town's security landscape, enabling real-time threat detection and response through data correlation. E&A aims to continue to deliver a customized strategy to strengthen the Town's security posture while proactively addressing risks and optimizing operational efficiency. 29 Implementation Plan As the current IT services provider, there are no onboarding/transition costs or processes associated with E&A's Elevate -IT® support. This is advantageous for the Town both financially and operationally. Support can continue uninterrupted, maintenance can continue as scheduled, and users will not be required to learn additional workflows. Within the first 100 days of the new agreement, to continue to ensure the Town's systems are secure and stable, we will conduct a fresh vulnerability scan to review the current state of the IT infrastructure with the Town's administrative team. Required Resources E&A requests a space to work while onsite (e.g., desk or office). E&A also requires continued physical access to facilities, including network closets, and administrative access to servers, controllers, and supported platforms. E&A Proposer Questionnaire Below you will find our responses to questions in Section 8F of the RFP. Cross -Training of E&A Staff Our internal knowledge base enables efficient cross -training of engineers. New engineers are trained on SOPs and support guidelines, then trained on the organizations they will be supporting. This detailed, encrypted knowledge base is accessible to our engineers to familiarize themselves with the Town's environment, processes, and preferences. It is also accessible to select users from the Town. Continuous Improvement of Service Delivery Eaton & Associates' commitment to continuous improvement in service delivery is demonstrated through our structured approach. We conduct regular performance evaluations with our Account Manager and Help Desk Manager, benchmarking against predefined Service Level Objectives (SLOs) and Key Performance Indicators (KPIs). Complementing this, we actively solicit client feedback via customer satisfaction (CSAT) surveys, enabling us to promptly address areas for improvement. Our decision-making is guided by data, empowering us to make informed adjustments and improvements to our services. We prioritize the continuous training and development of our team members, ensuring they possess the skills needed to deliver exceptional support. Simultaneously, we optimize our processes to enhance efficiency and elevate the end-user experience. Additionally, we integrate innovative technologies to augment our support services and overall performance. Through these 30 cohesive strategies, Eaton & Associates is dedicated to providing a service offering that continuously improves throughout our partnership. Collaboration and Vendor Escalation Elevate -IT® provides thorough vendor escalation management for VOIP, ISP, and other systems. Your Town's dedicated Account Manager will bridge communication between the Town and its technical vendors. They will also facilitate coordination with E&A technical resources to resolve any issues we cannot resolve directly. Together, we'll identify the root cause and collaborate with relevant parties to implement a solution. E&A will collaborate with the Town's third -party service providers to provide the highest level of technology support. We will schedule coordinate communication and follow up with third party vendors and the Town's staff to ensure issue are resolved successfully. After -Hours Support Eaton & Associates offers 24x7x365 server and network monitoring. After-hours Help Desk support includes handling priority 1 issues by our Network Operations Center (NOC) team, with urgent escalations directed to our on-call Engineering team for immediate resolution. User - submitted tickets that are priority 2, 3, and 4 and do not require emergency escalation will be fielded during the next business day. E&A can provide 24x7 Help Desk services for some or all of the Town's devices should this be desired in the future; however, this is typically not needed. Additionally, the Town of Los Altos Hills has selected recurring dates for monthly server and workstation maintenance, which will continue. Server maintenance is typically scheduled after- hours to minimize disruption to the Town of Los Altos Hills's users during normal business hours. E&A also automates maintenance updates and patches, ensuring that all updates and patches are efficiently applied on these specified dates. NOC verifies the success of automated updates and manually administers additional updates or patches during after-hours maintenance windows as necessary. Critical and zero -day patches are applied promptly to avoid potential cyber security threats. This comprehensive support service is included in E&A Elevate -IT® at no additional charge and operates during evenings, weekends, and holidays. The after-hours support team possesses extensive knowledge of the client's infrastructure, enabling them to promptly tackle emergencies, conduct system maintenance, troubleshoot unexpected challenges, escalate issues, and arrange on -sites as needed. The proactive maintenance strategy aims to keep all systems consistently updated and patched, thereby minimizing the amount of priority 1 issues while bolstering the Town of Los Altos Hills's overall security posture. Continuous Education on State and Federal Legislation E&A is committed to staying informed about state and federal legislation related to information technology that may impact our government clients, and police departments. We utilize several channels to monitor legislative changes, such as professional networks, industry-leading 31 newsletters, and published listservs. We keep our clients informed of relevant information through timely communication. We meet the highest standards in CJIS compliance by adopting a remote monitoring and management platform with auditing, supervised remote sessions, user control, and continuous annual training for our engineering team. Our engineers undergo background checks and Live Scans to meet the most recent CJIS requirements. Additionally, when the stipulated requirement for government entities to migrate to a .gov domain was brought to our attention, we promptly updated our knowledge base. We then contacted clients with the applicable departments and provided them with all the necessary details and a roadmap to ensure a smooth transition. E&A Project Services E&A is unique among IT MSPs in our ability to successfully scope and implement complex technology projects. Our PMP® Certified Project Managers will provide the Town with detailed design documents, including budget and timeline, and track projects closely through completion. We are confident that our team can guide the Town through IT enhancement projects, including the anticipated projects described in the RFP. Below are brief descriptions of our implementation plan for the firewall refresh, MDM deployment, and SSO deployment projects: Firewall Refresh Project Overview: The project aims to replace the current, out of support, SonicWall appliance with a dual firewall solution, choosing between SonicWall or Meraki. This upgrade introduces NextGen functionalities like Intrusion Detection System (IDS), Intrusion Prevention System (IPS), content filtering, and SDWAN capabilities, significantly enhancing network security and performance. Key Action Items • Conduct a needs assessment to determine the most suitable security system solution (SonicWall or Meraki) based on the current and future network demands. • Design a redundant firewall architecture to ensure high availability and load balancing. • Implement NextGen functionalities: IDS, IPS, content filtering, and SDWAN to bolster security and network efficiency. • Establish an upgraded VPN connectivity tool (with a SonicWall upgrade), or implement a new VPN connectivity tool such as the Cisco Secure Connect Client (in the case of Cisco Meraki firewalls) • Train staff on the upgraded/newly implemented VPN solution. • Provide as -built documentation including network diagrams and a network document listing all the security, and network address translation rules. 32 Anticipated Costs Areas • Hardware, service agreement, and software licensing o E&A has included pricing for a SonicWall Refresh and a Meraki Upgrade • Professional services for installation, configuration, and implementation • Project management, training, and documentation The estimated project costs shown in Appendix B are for budgetary purposes only. Final pricing for each project is defined with a formal of Statement of Work. Mobile Device Management (MDM) Deployment Project Overview: This project involves integrating Microsoft Intune within the existing 0365 environment to streamline device and application management across the organization. Intune will enable centralized control over devices and apps, enhancing security and compliance. Key Action Items • Review the current 0365 setup and assess requirements for Intune integration including licenses, security certificates, and compliance policies • Configure Intune policies for device management, security, and compliance including password policies, geo-location, remote -wipe, and Data Loss Prevention (DLP) policies • Configure enrollment groups, and integrate it with Azure security groups • Conduct training sessions for end-users on the new MDM procedures, and how end-users can reach out to us for support Anticipated Cost Areas • Microsoft MDM Software licensing (dependent on current licenses/subscription scheme) • Professional services for installation, configuration, and implementation • Project management, training, and documentation The estimated project costs shown in Appendix B are for budgetary purposes only. Final pricing for each project is defined with a formal of Statement of Work. 33 Single Sign On (SSO) Deployment Project Overview: This project focuses on establishing Azure as the central Identity Provider (IP) for cloud applications, including the implementation of Single Sign -On (SSO). It will also integrate Azure with the existing on -premises Active Directory (AD) and RADIUS server for WiFi connectivity, creating a seamless identity management solution across on -premises and cloud environments. Key Action Items • Evaluate the current identity management setup and design an Azure -based solution. • Implement Azure AD as the central identity provider for cloud apps. • Set up SSO for cloud applications, enhancing user experience and security. • Integrate Azure AD with the on -premises AD and RADIUS server, ensuring unified identity management. Anticipated Cost Areas • Microsoft Azure P2 Software licensing (dependent on current licenses/subscription scheme) • Professional services for installation, configuration, and implementation (depended on the total number of cloud/on-prem applications to be integrated with SSO) • Project management, training, and documentation The estimated project costs shown in Appendix B are for budgetary purposes only. Final pricing for each project is defined with a formal of Statement of Work. 34 Summary and Conclusion Eaton & Associates values being the trusted IT Partner for the Town of Los Altos Hills and appreciates the opportunity to continue the partnership. During our year and a half of partnership, in addition to day-to-day IT support, some of the completed project highlights are: • System Maintenance Project • Replaced UPS and added environmental sensors • Implemented Multi -factor Authentication • IT Policies Revision & Implementation • Improved email security and deliverability via deployment of DKIM, DMARC, and ATP • Replaced Ruckus Controller • Server Upgrades • Built an image for machine rollout • Centralized Licenses • Implemented life -cycle management process • Implemented continuous maintenance and back up Schedule • Expanded the Town's network to the Corp Yard and Purissima Park • Completed a Server Refresh • Collaborated with AT&T for a redundant ISP and to transfer phone lines from an old circuit to a new circuit • Completed a network closet refresh E&A will continue to strengthen the Town's IT infrastructure in alignment with the Three -Year Strategic Plan. We pride ourselves on our excellent technical resources, as well as our account and project managers who will continue to support the Town of Los Altos Hills. Eaton & Associates is proposing to continue delivering the services listed below: • Help Desk and Desktop Application Support • 24/7/365 Network Support and Administration • 24/7/365 Managed Server Support • Mobile Device Management • Office 365 Administration • Network Administration • Security Administration • Protection from malware and ransomware • Managed Services Technology • Monthly Reports and Quarterly Business Reviews • vCIO Services for IT planning and budgeting Eaton & Associates is pleased to be considered to continue being the Town's trusted advising technology partner. Together, our organizations can utilize technology to improve and enhance the experience of all team members and those you serve. 35 Attachment A: Staff Qualifications (continued on next page) 36 Michael Peace PROFESSIONAL SKILLS Business A positively motivated and highly skilled technical engineer with excellent organizational, leadership and people skills. Eleven years of IT engineering experience with a record of accomplishment in providing excellence in technical service and support. Specializing in building trust with stakeholders at all levels of the organization. Able to identify and capture opportunities for improvement and enhancement while managing fluid environments. Technical Virtualization: • AWS, Citrix: XenApp/XenServer, VMware, Hyper -V Desktop as a Service (Horizon View) Establishing and Maintaining virtualization environments in various operating systems Networking: • Administration: (Active Directory, Exchange, DNS, DHCP) • Networking: (TCP/IP, VPN, LAN, WLAN, WAN) • Managing SSL Certs • AWS, Citrix: XenApp/XenServer, VMware, Hyper -V • Establishing and Maintaining virtualization environments in various operating systems • Troubleshoot and Support: POS, Windows (XP, VISTA, 7), Mac OS X, iPhone, Android, platforms Hardware/Software: • Managed migration projects to transition technical environments • Installing 3rd party applications (Both server and client -based apps) • Repairing, trouble shooting, diagnosing, installing, maintaining, and configuring various types of computer systems. • Software Implementation: Windows, MS Office (Word, Excel, Power Point, Access, Outlook) • Server Operating Systems: (Windows Server 2008 R2, 2012, and 2016) • SQL Management Studios Senior Technical Engineer HIGHLIGHTS/CERTIFICATIONS ➢ MCPS: Microsoft Certified Professional ➢ Network+ ➢ Group Policy • Content Filtering • OSI Model ➢ LAN/WLAN • Vulnerability Testing • Wireless ➢ Cabling/Topologies • PKI • Routing Protocols ➢ Exchange Server • Firewalls • TCP/IP Suite ➢ Active Directory • Smoothwall • DNS ➢ Window Server • IPSec • DHCP ➢ Infrastructure Design • Access Control • Network Troubleshooting ➢ Disaster Recovery • VPN (ping, traceroute, netstat, etc.) ➢ RADIUS ➢ Cisco, Meraki and Aruba experience ➢ Palo Alto network and security experience PROFESSIONAL EXPERIENCE As part of Eaton & Associates' Sales and Professional Services team, Michael is an experienced Systems Engineer, working with clients ranging from small and medium business to large government entities. In this role, he directly participates in projects varied from the Network upgrades to specific IT system deployments. Michael has provided technical engineering services for his clients to include Project Management, Systems and Network Administration, Server Migrations, Exchange to Office 365 migrations, Additional tasks have included installation and support of Active Directory, DHCP, DNS, ADFS, iSCSI, NPS, AWS, MS Clustering, SCCM, Cisco Meraki MX Firewalls, MS Switches and MR Access Points and IP Telephony Prior to joining the Eaton team, Michael has enjoyed a successful and broad set of experience providing technical engineering and related support services in the IT field. 37 Mohamed Shalabi CTO and Sr. Network Engineer PROFESSIONAL SHILLS Business A highly successful and driven technical leader, with a 10 -year solid record of accomplishment in establishing vendor relations and supporting existing organizations in achieving high levels of IT performance and growth. CERTIFICATIONS/MEMBERSHIPS ➢ CISCO Certified Network Associate (CCNA) ➢ VMWare Certified Associates 6 — VCA-DCV6 ➢ AWS Certified Solution Architect — AWS -ASA ➢ Microsoft Certified Professional - MCP Specializing in relationship building with PROFESSIONAL EXPERIENCE stakeholders, high level strategic planning and Mr. Shalabi as part of the Eaton & Associates Managed quickly identifying opportunities for Services staff, performs technical & business duties for improvement while managing ever-changing a wide array of small -medium size businesses environments. • Data reporting & interpretation He was project manager responsible for Robert Stephen • SLA & SPI setting & management Consulting, INC Virutal-2-Virtual infrastructure • IT project management migration efforts focusing service deliveries and • Change & risk management venialities, and full documenting changes in Eaton's • Strategic IT planning cloud based documentation system. Technical Cloud: • Amazon Web Services • Microsoft Azure • Rackspace • OpenStack Virtualization: VMWare ESX/vSphere Microsoft Hyper Desktop as a Service (Horizon View) Networking: • Cisco Switching and Routing • HP Switching and Routing Cisco/Meraki WLAN Data Continuity: Disaster recovery planning & testing Data backup & recovery strategies Access management & controls Scripting: Powershell. Mohamed was the lead network engineer responsible for developing an overhaul of Ronald McDonald House in San Francisco networking infrastructure including the implementation of highly available VMWare cluster, as well as a full migration from on -premise Exchange communication platform to cloud -based Microsoft Office 365. Mr. Shalabi has performed project management and technical duties in Lennon BPO office re -location, overseeing infrastructure, desktop, and wireless connectivity tasks and performance While implementing a full managed services infrastructure, Mohamed was the primary onsite IT staff member for the Contemporary Jewish Museum (CJM) in San Francisco. In this role he supported CJM's IT infrastructure and end-user support in a mixed Windows/Mac/Linux environment including business data/voice/desktop administration. IN Dion Nelson Director of Help Desk PROFESSIONAL SHILLS Business Dion is a dynamic Help Desk Manager with nearly a decade of hands-on experience in the Information Technology sector. Throughout his career, he has demonstrated a passion for delivering high level support services and building effective IT solutions. Starting as a Technical Support Engineer, Dion quickly advanced into a managerial role, where he has consistently proven his ability to lead and inspire teams to achieve high-performance standards. His approach is rooted in a strong customer -centric mindset, ensuring that end- users receive prompt and effective support. Dion's expertise, honed over the years, positions him as an asset to any organization seeking a dedicated and results -driven Help Desk Manager. Technical • Troubleshooting and Problem -Solving: • Advanced skills for effective technical issue diagnosis and resolution. • Understanding of hardware, software problems, and network configurations. • Guides the team in resolving complex challenges. • Technical Proficiency in IT Systems and Applications: • Solid foundation in IT systems, software, and applications. • Knowledgeable in operating systems (Windows, macOS, Linux) and various software applications. • IT Service Management (ITSM) and Help Desk Tools: • Familiarity with Help Desk tools and ticketing systems. • Adept at implementing ITSM best practices for streamlined processes. • Vital experience in tools for ticket tracking, remote assistance, and performance monitoring. HIGHLIGHTS/CERTIFICATIONS • Proven Leadership Experience • Advanced Troubleshooting Skills • Customer Satisfaction Achievement • Technical Proficiency Across Platforms • IT Security Awareness and Compliance • Implementation of IT Service Management (ITSM) Best Practices • Metrics -Driven Performance Management • Vendor Management Expertise • Incident Management Expertise • User Training and Documentation • Service Level Agreement (SLA) Adherence • Bachelor of Science in Technical Communication PROFESSIONAL EXPERIENCE As the Help Desk Manager at Eaton & Associates, Dion orchestrated a high-performance support team, ensuring clients received exceptional IT services. Implementing ITIL best practices, Dion optimized service delivery, resulting in an increase in customer satisfaction and a reduction in incident resolution times. Dion spearheaded the integration of a new ticketing system, streamlining workflows and enhancing overall operational efficiency. Through a focus on continuous improvement and employee development, Dion cultivated a skilled and motivated help desk team that consistently meet and exceeded performance metrics. 39 Andrew Thakkar Sr. Project Manager PROFESSIONAL SHILLS An adaptive and highly skilled Senior Project Manager with excellent organizational, leadership and people skills. He provides the client, stakeholders and end-users with up-to- date information and making sure they are always informed on the status of a project. A proactive project manager that anticipates challenges, identifies opportunities, and takes preemptive actions, ensuring smooth project progress and exceeding expectations. Project Experience in Virtualization: • Update to a virtual server environment • Physical to virtual migration of a server system Networking: • Network equipment physical migration to new location • Network equipment refresh/expansion to an existing environment • Deployment of a net -new build out • Physical and cloud backup solution migration/new deployment Hardware/Software: • MDM deployment • SSO deployment • MFA deployment • Workstation refresh deployment • In -Place upgrade of workstations to a new OS • Filing system migration • Email system migration • Inventory system deployment • KnowBe4 deployment for security and awareness training 7HIGHLIGHTS/CERTIFICATIONS Bachelor of Science Degree in Management • Certified Project Management Professional from the Project Management Institute • 7+ years of experience in the field of Information Technology PROFESSIONAL EXPERIENCE Andrew is a seasoned Project Manager with nearly a decade of expertise in the dynamic field of information technology. With a proven track record of successfully leading and delivering complex projects, Andrew combines technical proficiency with exceptional organizational skills. His comprehensive understanding of project lifecycles, coupled with a keen eye for detail, ensures seamless execution from conception to completion. Andrew's leadership style is characterized by effective communication, fostering collaboration among cross -functional teams, and a commitment to meeting project milestones on time and within budget. Armed with a deep knowledge of IT processes and methodologies, Andrew has consistently exceeded client expectations, earning a reputation for reliability and excellence. As a forward -thinking Project Manager, he remains adaptable to evolving industry trends, making him a valuable asset for any IT project seeking a results -driven professional. M Gabby Nelson Town of Los Altos Hills Account Manager PROFESSIONAL SHILLS AND EXPERIENCE Gabby Nelson is an accomplished Account Manager with nearly 5 years of experience in the information technology sector, particularly supporting Government clients. She excels in developing and maintaining strong client relationships and ensuring customer satisfaction. Gabby's knowledge of supporting Government and Corporate agencies allows her to effectively communicate and align client needs with the capabilities of her team. Her strategic mindset and attention to detail have contributed to successful operational support as well as the delivery of high- quality IT projects. HIGHLIGHTS/CERTIFICATIONS • Government Sector Experience — 5 years' experience supporting local governments • Strategic Account Management- Ability to develop and execute strategic plans, resulting in increased client satisfaction • Security and Compliance Focus: In-depth knowledge of security protocols and compliance requirements specific to government agencies • Cross -functional Collaboration: Partners effectively with technical teams, vendors, project managers, and clients to align IT solutions with agency objectives • Exceptional Communication Skills: Can translate technical concepts into easily understandable terms • Client Advocacy: Advocate for our clients fostering a customer -centric culture and ensuring that client feedback informs continuous improvement initiatives. • Master's Degree from UCLA 41 EXHIBIT B (beacon 9, ASSC)C�ATFS Eaton & Associates Pricing in Response to Los Altos Hills RFP for IT Managed Services (7.9.24) Totals 1 $13,690 $164,280 $13,690 $164,280 1 $13,940 $167,280 Year 1 Calculate Monthly Costs Calculate Year 1 Total Annual Costs Calculate Year 2 Monthly Costs Calculate Year 2 Total Annual Costs 3 Calculate Year Monthly Costs Calculate Year 3 Total Annual Costs Monthly Cost - Flat Fee Cost to provide General Support and Base Services as listed in Scope of Services 1 $2,620 $31,440 $2,620 $31,440 $2,621 $31,452 Desktop and Server Services (Per Unit) On -Site IT Support 24 hours per month City Desktops City Laptops Printer/Copiers (Sharp) Printers/Plotter Physical Servers Virtual Servers Storage 1 28 25 2 8 3 10 1 $3,720 $44,640 $3,720 $44,640 $3,720 $44,640 $2,100 $25,200 $2,100 $25,200 $2,184 $26,208 $1,875 $22,500 $1,875 $22,500 $1,950 $23,400 $40 $480 $40 $480 $40 $480 $160 $1,920 $160 $1,920 $160 $1,920 $525 $6,300 $525 $6,300 $540 $6,480 $1,750 $21,000 $1,750 $21,000 $1,800 $21,600 $175 $2,100 $175 $2,100 $175 $2,100 Network and Security Services (Flat All Inclusive Monthly Costs) Firewall Cisco/Aruba (Fiber/PoE) Meraki Switch Wireless Access Points (Ruckus) Netgear Switches Barracuda Backup 3 4 1 8 2 1 $165 $1,980 $165 $1,980 $180 $2,160 $220 $2,640 $220 $2,640 $224 $2,688 $55 $660 $55 $660 $56 $672 $0 $0 $0 $0 $0 $0 $110 $1,320 $110 $1,320 $110 $1,320 $175 $2,100 $175 $2,100 $180 $2,160 Transition Costs As the encoumbant, there will be no transition costs 0 Totals 1 $13,690 $164,280 $13,690 $164,280 1 $13,940 $167,280 Hourly Rates By Position For work outside Scope of Services Hourly Rate Project Manager $145 Network/Systems Engineer $155 CTO $195 Account Manager (Included at no additional cost) Incl.