SABIORFP NO. IT‐2014‐01 PAGE 1 OF 50 ORIGINAL
REQUEST FOR PROPOSAL
Information Technology (IT) Maintenance and Related Services
RFP No. IT-2014-01
Prepared for: City of South Miami
Sabio Information Technologies, Inc.
8200 NW 27th Street Suite 116
Miami, Florida 33122
www.sabioit.com
Mario Santiago
msantiago@sabioit.com
305.499.9088
Due Date and Time: November 25, 2013 10:00 AM
RFP NO. IT‐2014‐01 PAGE 2 OF 50 ORIGINAL
TABLE OF CONTENTS
RFP NO. IT‐2014‐01 PAGE 3 OF 50 ORIGINAL
Table of Contents
Title Page ................................................................................................................. 1
Table of Contents .................................................................................................. 3
Letter of Interest ...................................................................................................... 5
Understanding and Methodology ....................................................................... 8
Additional Information .................................................................................. 14
Assigned Staff Resumes ..................................................................................... 19
Conflict of Interest Disclosure ............................................................................. 32
Required Documentation .................................................................................. 34
Staffing Plan Organizational Chart ............................................................. 35
Reference Clients ........................................................................................... 36
Notarized Documents ................................................................................... 39
Price Proposal ...................................................................................................... 49
RFP NO. IT‐2014‐01 PAGE 4 OF 50 ORIGINAL
LETTER OF INTEREST
RFP NO. IT‐2014‐01 PAGE 5 OF 50 ORIGINAL
City of South Miami
6130 Sunset Drive
South Miami, FL 33143
Attention: City Manager
November 22, 2013
Dear City Manager,
Sabio Information Technologies, Inc. (“Sabio”) is pleased to submit its qualifications to
the City of South Miami for the Information Technology Maintenance and Related
Services RFP No. IT-2014-01
I have reviewed the RFP documents and the associated addenda and I strongly feel
that Sabio meets all prerequisites and fully complies with the requirements.
Below please find Sabio’s and its authorized representative’s information:
Sabio Information Technologies, Inc.
8200 NW 27th Street Suite 116
Doral, Fl 33122
305.499.9088
www.sabioit.com
Mr. Mario M. Santiago, President and CEO
Office direct line: 305.428.4003
Cell: 786.897.2838
Email: msantiago@sabioit.com
Founded in 2001, Sabio is in its 13th year of providing the technology services that the
City is requesting. Sabio is confident in its ability to deliver these services.
Sabio’s engineers and management are experts in providing technology support and
consulting services to firms in both the private and public sectors. The assembled
team, assigned to fulfill the scope of services described in the City’s RFP, has
outstanding qualifications and capabilities in network analysis, Help Desk services,
Technical support and CIO services.
RFP NO. IT‐2014‐01 PAGE 6 OF 50 ORIGINAL
Sabio seeks to significantly improve the City’s information technology (IT) effectiveness,
as well as, enhance its quality of services, minimize down time and support costs,
ensure security of data access, and maximize return on investment in IT.
Sabio agrees to provide the City with the following required services as requested by
the City Manager:
On-Site Full Time Technician
Help Desk services
Tier 1 to Tier 3 Support
24 X 7 X 365 Access to support W/
1 hour response
Backup Monitoring and
Maintenance
Robust “Best of class” Ticketing
System. With client metrics Portal
access
Fully staffed Help Desk services
Management of city website
Management and maintenance
of video system
Research and production of public
records requests
Management and Maintenance
of computing devices
Management of on-site and off-
site personnel
CIO services and Liaison to City
Manager and Finance Director
Overall design, planning and IT
direction consulting
IT related purchasing review and
recommendations
Telecommunications system
maintenance and
recommendations
Review of metrics and overall
quality of service
Real time asset tracking and
reporting
The enclosed information details our unique qualifications and extensive experience in
providing outsourced information technology services. We look forward to the
opportunity to provide our expertise to the City of South Miami.
Sincerely,
Mario M. Santiago
President and CEO
Sabio Information Technologies, Inc.
RFP NO. IT‐2014‐01 PAGE 7 OF 50 ORIGINAL
UNDERSTANDING AND METHODOLOGY
RFP NO. IT‐2014‐01 PAGE 8 OF 50 ORIGINAL
Statement of Understanding
During the 2010-2011 budget year, the city of South Miami decided to eliminate the
positions of MIS Manager and 2 MIS Specialists in order to reduce costs and improve
the delivery of technology services to city staff and to the citizens it serves.
Sabio is a proponent of this strategy and has built a successful business in providing its
clients the benefits of outsourcing their IT responsibilities and strategy to Sabio. We
clearly understand the role that an outsourced entity must play in order to be to be
successful. We believe that it must be seamless and the goals of the outsourced entity
must be that of the customer it serves. We further believe that it must not act as a
vendor but as a trusted partner involved in adding value to much more than the
remediation of day-to-day technology issues, and more importantly, in guiding the city
with the best adoption of technology for achievement of its goals.
Sabio Information Technologies was founded in 2001 by Mario Santiago, who has
been in the I.T. industry since 1982. Initially, the company focused on technology
services for large enterprise clients and has developed methodologies and
technology in the area of system management and proactive support. In 2004 the
company decided to leverage that enterprise experience and focus on delivering
those same “enterprise class” proactive support services to small and medium clients
in the South Florida area.
With the experience of enterprise support and further technology investments in the
area of monitoring, management and security, Sabio rolled out the “All Inclusive
Managed Services” offering in 2004. This was in the infancy of the outsourced
Managed Services model that is the primary method by which service providers
deliver support services today.
We have numerous clients for which we provide IT Support services similar to the
services the city is requesting. Those clients range in size from as few as 20 users to as
many as 300. Those clients are in diverse industries including legal, accounting,
healthcare, finance, real estate and government.
RFP NO. IT‐2014‐01 PAGE 9 OF 50 ORIGINAL
Service Approach Methodology
We feel that the key to delivering value in the area of outsourced technology services
is proactive management and constant monitoring coupled with a proven
methodology and of course, skilled engineers and technicians. Our investment in
“enterprise class” monitoring, ticketing, and reporting systems allows us to bring our
customers a truly proactive service.
Our 4 block methodology in delivering Managed Services, which we call the “Sabio
Way” is a holistic approach encompassing Maintenance (proactive technology
management and Network Administration), Support (Help Desk services, On-site
resources), and Strategy (Dedicated CIO and Technology Consulting).
STRATEGY
MAINTENANCE
Proactive
Technology Management
Centralized Services Patch Management Anti ‐ Spyware/Virus Management Spam Control and Monitoring Desktop Optimization Active Fault Monitoring Desktop Performance Monitoring Uptime Monitoring
Network Administration
Dedicated Network Administrator DocumentationBusiness ContinuitySecurity AuditingOngoing MaintenanceNetwork MonitoringBest Practices/Improvements On‐Site Inspections
Technology Consulting
Dedicated CIO Budget Planning Resource Review Executive Reporting Vendor Review Technology Review
Reactive Support Services
Customer Support TeamHelpdesk SupportOn‐Site SupportProblem IsolationCustomer PortalRemote Support Framework
Scheduled On‐site
Customer Support TeamOn‐Site Scheduled Support
Scheduled Support Services
RFP NO. IT‐2014‐01 PAGE 10 OF 50 ORIGINAL
For the Maintenance and support areas, we’ll divide these in 2 categories, one being
our Proactive Approach and the second being the Reactive one.
Proactive Approach: This approach involves all the aspects related to network and
system administration, and in essence, it is what we do in the background, without an
explicit request by the customer, to guarantee the availability of the computer systems
and to provide constant improvement of the overall network infrastructure. There are
2 components of this approach: the automated component and the manual
component.
Automated component: Upon awarding this contract to Sabio, among
other important tasks, the city would go through what we call the
“Onboarding Process”. During this process we install a Sabio agent on
each workstation, mobile device and server. Once our agents are
installed, an automated discovery process that detects any network
device other than those with agents (printers, managed switches, routers,
firewalls, access points, etc.) begins, and monitors are preconfigured
depending on what is found. For example, if our agent detects an
Exchange server on the network, there is a preconfigured setup to monitor
Exchange. Once all the monitoring has been configured and reviewed,
any abnormality or failure triggers an alarm. Depending on what the alarm
signals, the system might generate an automated response that would
resolve the issue without any human interaction or an alert would
generate a service request on our ticketing system, and it would be
assigned a priority in accordance with the severity of the issue. A Sabio
engineer would then proceed to resolve the issue.
Manual component: Although our management system is extremely
powerful and monitors things that no human being could possibly keep
track of, there are always things that require some human touch. Given
this, we will have network administrators assigned to the City. The Network
Administrator is assigned recurring service requests intended to check on
those things that our management system might not see, like non-
conformance with best practices and/or standards. As part of this manual
component, the on-site technician assigned to the City will perform
inspections to check the network infrastructure, dust off the servers and
network equipment, and check for any abnormalities (temperature, light
indicators, beeps, etc.) as part of the regular day-to-day routines but
managed in a systematic and scheduled fashion by our service
management team.
Reactive Approach: This approach refers to how we will handle requests coming from
City personnel. Users will have several ways of opening up service requests: phone,
email, and a web portal. Once a service request has been opened, our dispatcher
analyzes it and assigns it a priority, a level, and a budget. Once this is done, the request
RFP NO. IT‐2014‐01 PAGE 11 OF 50 ORIGINAL
gets assigned to an engineer and it goes into his/her queue. Preference is given to the
on-site technician, if the nature of the request is within his capabilities.
Our ticket queue works on the FIFO method for tickets within the same priority, however,
higher priority tickets take precedence over lower ones, regardless of its age.
Depending on the priority, a different SLA will be attached to the ticket. In the rare
event that the ticket has not been responded to within 30 minutes of the SLA expiration,
email alerts are sent to internal resources to remind them that there are 30 minutes left
on the SLA. When it gets to 15 minutes before expiration, the email alert is sent to all the
resources and management at Sabio, at which point it will be picked up or assigned
to another engineer to ensure the SLA is met.
In the event that the on-site technician is busy with a project or other tickets, the issues
are resolved remotely by our team using the Sabio agent to connect to workstations
and/or servers as needed. For workstations, user consent is required in order to establish
a remote connection if the user is logged in. There is also the option to completely
disallow remote connectivity without consent even when the user is not logged in. We
will work with The City to determine the proper policy. Sometimes we can resolve the
issues without connecting remotely by running a script or shell command through the
agent without disrupting the user.
During our process of responding to requests, tickets will go through a number of
statuses among which the most common are assigned, scheduled, active, in progress,
in route, completed, etc. Each status change generates an email to the customer’s
primary contact and the ticket contact. This assures that customers are updated
frequently on the progress of their tickets. When tickets take more than the allowed
time to get resolved, notes are updated every 30 minutes to reflect the progress. All
the activity, both on our platform and remote connections gets recorded into a time
stamped audit trail that can be provided upon request and is regularly checked to
monitor the quality of our service.
Our engineers are committed to excellence in service and are required to confirm the
satisfaction of the customer prior to completing a ticket. If the issue at hand is above
their level of expertise, engineers follow an escalation procedure that guarantees that
whoever is handling the issue, has the required knowledge and skills to resolve it.
AFTER HOURS SUPPORT SERVICES PROTOCOL: As a standard practice we provide all our
clients with 24x7x365 support. This is available not only for customer initiated requests
but also for alarms that are generated from our monitoring system related to server
down situations, Internet circuit failures and backup failures. Response to system
generated alarms are standard and included in our service at no additional charge to
our clients. With our service you can be assured that if a system goes down we will not
wait until the next business day to start remediation including notification of the
provider in the event an Internet circuit goes down on the weekend or the middle of
the night.
RFP NO. IT‐2014‐01 PAGE 12 OF 50 ORIGINAL
To deliver this service we maintain 2 engineers on-call at all times plus a manager that
monitors service requests and will intervene if there is any failure in the process. A
request can be made via telephone, email or our service portal. If the request is made
via email or our service portal, it is automatically routed to the afterhours team and the
manager on duty via email. All our engineers are fitted with laptops and Iphones. Their
phones are programmed to generate a very loud and distinguishable alarm indicating
a possible emergency situation.
If the request is made via telephone we have configured our Cisco VoIP system to
record the client request and generate an automated email to the afterhours team
that includes the recording of the call. This provides the engineer with all the
information from the client on the email without having to manually retrieve it from our
phone system. All the information including the voice mail is immediately attached to
the service ticket which is instantaneously created and logged when the request is
made.
Contact information to initiate After Hour Support:
Telephone : 305.499.9088 Option #2 (Upon award of contract a unique telephone
number will be assigned to the City)
Email : Support@sabioit.com
Portal : http://www.sabioit.com/support/help-desk
Strategy: As part of the proposed services, Mr. Santiago will be the City’s liaison for all
IT related matters dealing with strategy, consulting and project management. This
segment of our methodology encompasses a variety of areas including Budget
Planning, Resource review, delivery metrics review, executive reporting, vendor review
and overall technology master plan and strategy for the city.
The primary goal of this part of our service is to insure a successful return on Investment
for the city’s initiatives by the use of technology.
Mr. Santiago will participate in meetings as directed by the City Manager.
As you study our response and review the reference customers to whom we have
applied our methodology, I trust you will come to the conclusion that we are the most
adequate and experienced respondent to this RFP.
RFP NO. IT‐2014‐01 PAGE 13 OF 50 ORIGINAL
ADDITIONAL INFORMATION
RFP NO. IT‐2014‐01 PAGE 14 OF 50 ORIGINAL
Ticketing System Reports
1. SLA Performance Report
The Sabio ticketing system is the foundation under which we manage the quality of
service being delivered by our engineers and Help Desk personnel. The report below is
generated by management on a weekly basis to review the metrics on service
delivery based on an SLA custom tailored to each client. There are numerous other
reports, tools and real-time information that is available to the City and our
management team to measure service quality.
RFP NO. IT‐2014‐01 PAGE 15 OF 50 ORIGINAL
Ticketing System Reports
2. Sample Service Ticket Detail
The sample service ticket screen shots below detail the granularity by which we can
track the service performance and manage the quality of service delivery.
1. Priority, Impact and Severity: Allows us to establish separate SLAs based on the
nature of the issue reported. Within our system we have proactive alerts
generated based on SLA prior to expiration. This automated process makes it
extremely unlikely for us to miss an SLA target.
RFP NO. IT‐2014‐01 PAGE 16 OF 50 ORIGINAL
2. Detail descriptions: Allows us to track the communication from the user and This
allows us to more effectively manage and address any problem areas. In
addition, this information is stored in a knowledge base in which we can identify
common issues in the environment and the history of how it has previously been
resolved.
3. Configuration: Each Ticket identifies the user that requested the service as well
as the configuration (Device) associated with the service request. This allows us
to generate reports based on general ticket, tickets by user and tickets by
devices. This provides a more effective way to budget for equipment
replacement or training requirements.
4. Audit Trail Report: The Audit trail report illustrates the workflow features of our
management system as well as the ability to effectively manage the quality of
service and insure that SLAs are not missed through the use of automated
functionality.
RFP NO. IT‐2014‐01 PAGE 17 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 18 OF 50 ORIGINAL
ASSIGNED STAFF RESUMES
RFP NO. IT‐2014‐01 PAGE 19 OF 50 ORIGINAL
Assigned Staff Resumes
MAIO SANTIAGO
SUMMARY Mr. Santiago has more than 30 years of experience in the I.T. industry and is the founder and
managing principal of Sabio Information Technologies, Inc. Mr. Santiago’s career spans the entire
spectrum of I.T. services delivery from some of the largest enterprises in Miami including,
Knight‐Ridder, Miami Herald, Ryder Systems, Visa International and many of the larger bank
branches operating out of South Florida to most recently delivering Managed Services solutions
to the private and public not for profit government funded entities in South Florida.
Mr. Santiago heads the CIO services consulting components of his firms Managed Services
practice.
PROFESSIONAL
ACHIEVEMENTS
PROJECT EXPERIENCE – BANCO SANTANDER DR PLAN DEVELOPMENT
Design, testing and implementation of a business continuity plan for
Banco Santander Miami Branch office.
Data Center operations in Terremark as well as call center for
operation during a disaster in Margate, Florida.
PROJECT EXPERIENCE – EASTER SEALS HEAD START PROGRAM INTEGRATION
Integration of 6 Head Start Dade County locations into the Easter
Seals Network.
Virtualization of the entire server and mail infrastructure for Easter
Seals of South Florida.
Active participant in management technology direction for Easter
Seals.
COMPUTER ASSOCIATES – MANAGED SERVICE FOUNDING MEMBER
Development of Computer Associates Managed Services program for
Systems integrators.
Developed best practices and program guidelines for the delivery of
Managed services.
WORK HISTORY PRESIDENT AND CEO, SABIO INFORMATION TECHNOLOGIES, INC., MIAMI, FLORIDA
2001 ‐ Present
SENIOR VICE PRESIDENT, CORPORATE SYSTEMS GROUP, MIAMI, FLORIDA
1997 ‐ 2001
RFP NO. IT‐2014‐01 PAGE 20 OF 50 ORIGINAL
PRESIDENT, MNL TECHNOLOGIES, MIAMI, FLORIDA
1996 ‐ 1997
SENIOR ACCOUNT MANAGER, COMPUTER EXPRESS/MICROAGE, MIAMI, FLORIDA
1988 ‐ 1996
CORPORATE ACCOUNT MANAGER, CABER SYSTEMS, MIAMI, FLORIDA
1984 ‐ 1988
STORE MANAGER, COMPUTER SCENE, MIAMI, FLORIDA
1982 ‐ 1984
EDUCATION ASSOCIATE IN ARTS – COMPUTER SCIENCE, MIAMI‐DADE COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA – ST. BRENDAN HIGH SCHOOL, MIAMI, FLORIDA
RFP NO. IT‐2014‐01 PAGE 21 OF 50 ORIGINAL
RUBEN O. ASENCIO
OBJETIVE
Putting the best ideas to work both inside and outside of the organization to create an
atmosphere that provides for continuous improvements in areas such as network administration,
project management, security, forensics, business continuity, consulting, etc. while constantly
increasing the value generated to our customers.
PROFILE
Experienced in Computing Security and Forensics
Experienced in Project Management
Experienced in Business Continuity and Information Assurance
Experienced in Cloud Computing solutions
Experienced Technology Consultant
Strong leadership skills and ability to manage teams
Quick learning skills
Motivated and enthusiastic person
Excellent problem solving and analytical skills
EDUCATION
Business Administration, Professional Master April 2009 – September 2010
Florida International University (FIU), Miami, FL
Information Technology, Master of Science August 2005 – May 2007
Rochester Institute of Technology (RIT), Rochester, NY
Concentrations: Networking, Security and System Administration
Senior Management, Certificate Program October 2004 – April 2005
Santo Domingo Institute of Technology (INTEC), Santo Domingo, DR
Systems Engineering, Bachelor of Engineering August 1999 – April 2004
Santo Domingo Institute of Technology (INTEC), Santo Domingo, DR
CERTIFICATIONS
Citrix Certified Administrator for Citrix XenServer 6
LANGUAGES
English
Spanish
Courses
Secure Wireless
Networks
Advanced
Computer
Forensics
Enterprise
Security
Network Design
and
Performance
Research Methods
Principles of
System
Administration
Computer Systems
Security
Computer Viruses
And Malware
SW
Introduction to
Routing &
Switching
Operations
Management
Legal Environment
Of Business
Accounting for
Managers
Competitive
Strategy
Marketing
Management
Corporate Finance
International
Business
Global Financial
Strategy
Organization
Inf. Systems
Organizational
Behavior
Strategic
Management
Financial
Reporting
And Analysis
RFP NO. IT‐2014‐01 PAGE 22 OF 50 ORIGINAL
WORK EXPERIENCE
Director of Technology Services and CTO January 2011 – Present
Sabio Information Technologies, Miami, FL
Lead coordination of high priority projects making sure goals and milestones are achieved
Manage dependencies across different initiatives and day‐to‐day operations
Measure process execution and identify opportunities for improvements
Responsible for documenting and creating standards for developed processes
Coordinate weekly status meetings for multiple initiatives
Lead Engineer July 2008 – January 2012
Sabio Information Technologies, Miami, FL
Project Management
Security, Forensics and Business Continuity Consultant
Vulnerability assessments
Supervision, training and coaching of Technical Staff
Planning of expansions, upgrades and improvements
Core Systems and Voice and Data Network Administration
System Engineer April 2007 – June 2008
Sabio Information Technologies, Miami, FL
Project Management
Threat monitoring, Network Security Auditing and consulting
Design, implementation and enforcement of security policies
Design and Implementation of Disaster Recovery and Business Continuity Plans
Network Design and Implementation
System and Network documentation
Network Engineer / Network Dept. Manager May 2004 – July 2005
Santo Domingo Institute of Technology (INTEC), Santo Domingo, DR
Supervision and coaching of Technical Staff
Network and Security Monitoring
Planning and execution of network expansions and improvements
Design, implementation and enforcement of policy of acceptable use
Planning and execution of Hardware and Software upgrades
LAN and WAN administration
Yearly budget preparation and execution
Technical Skills
Linux/BSD/UNIX
Mac OS
Windows Server
Active Directory
IIS
Apache
Sharepoint
Exchange Server
Postfix
Sendmail
MxLogic
DNS
DHCP
FTP
Routing
Switching
Security
DMZ
VPN
VLAN
WLAN
Cisco IOS
Cisco ASA
Cisco CUE
Cisco CME (VoIP)
Cisco CCA
Sonicwall
Network Design
Network
Implementation
Forensics Analysis
Data Recovery
IDS/IDP
SAN/NAS
Network
Monitoring
IP Audit
Snort
Citrix XenServer
Citrix XenApp
StorageCraft
Shadowprotect
Acronis Backup
and
Recovery
Backup Exec
Virtualization
VMware
Sun Virtualbox
Kaseya MSP
Connectwise
Shell scripting
HTML
RFP NO. IT‐2014‐01 PAGE 23 OF 50 ORIGINAL
OSMANI DUENAS
SUMMARY OF QUALIFICATIONS
Experienced and knowledgeable Information Technology Professional. Works well
independently, or in a group setting providing all facets of computer support such as
troubleshooting, installations, and maintenance. In‐depth knowledge and understanding of
numerous software packages and operating systems. Skilled in providing Customer and End‐User
Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent
communication and presentation capabilities.
AREAS OF EXPERTISE
OS: MS Server 2003/2008/2012/SBS 2008/2011, Windows XP/Vista/7/8.
Windows Server: Active Directory, DHCP, DNS, IIS, Remote Desktop Services, File Sharing.
Software: QuickBooks, Sage, Thompson Reuters Suite, MS Office 2003/2007/2010/2013.
Virtualization: Vsphere 5, XenServer 6, Server Migration( P2V, V2V)
Cloud: Xenapp 6.5, AWS, Vmware View 5, ThinApp 5, Office 365( SharePoint, Lync)
Management Service: Kaseya, Connect Wise, Autotask.
Databases: Microsoft SQL ( Basic Troubleshooting and Database Creation)
Backup: Shadow Protect, Datto Backup Solution, E‐Folder Backup Solution.
SAN: Dell Equalogic.
Spam Filtering: MxLogic, Postini, AppRiver.
Datacenter: Cable Management. Rack re‐organization. Planning and Documenting.
Hardware: Supermicro, Dell, IBM, HP.
EDUCATION
08/2013 ‐ Present Associate Computer Information Systems Miami, FL
Miami Dade College
11/2009 ‐ 11/2011 Associate of Science Degree in Information Technology Miami, FL
ITT Technical Institute
09/2006 ‐ 06/2007 Electrical Engineering (partial) Havana, Cuba
Jose Antonio Echevarria University
09/2002 ‐ 07/2005 Associate of Electronics Havana, Cuba
Osvaldo Herrera Technical School
CERTIFICATIONS
CompTIA A+
Microsoft Certified Professional (MCP)
Microsoft Certified Technology Specialist (MCTS)
VMWare Technical Solutions Professional 5 (VTSP)
Amazon Web Services Certified Solutions Architect
Citrix Certified Administrator (CCA) XenApp 6.5
RFP NO. IT‐2014‐01 PAGE 24 OF 50 ORIGINAL
WORK HISTORY
02/2012 ‐ Present SYSTEM ENGINEER Miami, FL
Sabio Information Technologies
Level 2 Help Desk with more than 1000 Tickets closed.
Actively working on Projects about migrating old Servers to Virtual
Servers, Installing Lync 2010, Deploying SharePoint 2010, Planning
and Deploying a VDI Solution with View Horizon 5, Deploying and
troubleshooting XenApp, Installing Servers from scratch, Migrating
and Configuring Office 365 (Email, SharePoint and Lync), Planning and
Deploying AWS Environments for different clients.
Automating Management Service Process like installing Applications,
Updates, and being proactive on issues by improving and maintaining
our Monitor System.
Working on any ticket level or any kind of issues.
02/2011 – 02/2012 HELP DESK ENGINEER Miami, FL
Nerds Support Inc.
Managing Tickets with AutoTask.
Migrating companies to the Cloud, working with Citrix on a virtual
environment and a Cloud Base Operating System.
Going onsite to Clients to perform tasks as configuring and installing
firewalls, servers, printers and managing networks.
Actively working with any roles on AD, supporting and configuring
Exchange 2003/2007/2010.
Configuring and Monitoring Backups.
Troubleshooting any user related issue.
Configuring and Supporting Ipads, Iphones, Blackberrys.
Managing a Rack Space on Datacenter, Migrating and maintaining
everything functional.
09/2008 ‐ 02/2011 DESKTOP SUPPORT Miami, FL
Southern Audio Visual
Routine desktop support tasks for more than 150 users.
User setup, equipment moves, installing and setting up windows XP
Pro, Windows 7, Windows Server 2008.
Re‐imaging hard drives, setting up network shares, configuring
TCP/IP, File Sharing, NTFS permissions, setting up network printers
and troubleshooting all of the above.
Managing Cables.
RFP NO. IT‐2014‐01 PAGE 25 OF 50 ORIGINAL
GUSTAVO Y. COUSSE
OBJECTIVE
To apply the knowledge that I have accumulated from the experience and training acquired through
work, school and the Military, to assist others while challenging and expanding my knowledge and
understanding of the tasks at hand.
TECHNICAL SKILLS
Operating Systems
Windows 7/XP
Windows Server 2008
Linux
Hardware
Assemble PC’s
Configure and troubleshoot PC’s
Video Cards
Wireless Cards
USB Adapters
Security
Virus, Spam removal
System Recovery
Password Reset
Software
Microsoft Word, Excel, PowerPoint, Vizio
VMware Workstation
Packet Tracer
TeamViewer ‐ Remote Desktop
LogmeIn ‐ Remote Desktop
Basic SQL Query Language
Norton Ghost/Acronis True Image
Kaseya Management
ConnectWise Ticket System
Networking
LAN/WAN Technology
IP Addressing
Subnetting
Router config: Linksys, NetGear, Belkin
EDUCATION
Bachelors of Science Degree, Cyber Security Expected Spring 2014
ITT Technical Institute, Lake Mary, FL
Associate of Science Degree, Computer Network Systems 2011
ITT Technical Institute, Lake Mary, FL
PROFESSIONAL EXPERIENCE
System Engineer Level 1 02/2012 – Present
Sabio Information Technologies, Miami, FL
Level 1 Full Desktop Remote Management
Level 2 Remote Management
Network Troubleshooting
Hardware Configurations/Fix (In‐house, Onsite)
RFP NO. IT‐2014‐01 PAGE 26 OF 50 ORIGINAL
Independent Contractor 2010 – 02/2012
GYC Networks, Kissimmee, FL
Install and up build computers
Remove viruses from hardware
Computer repair
Staff Sergeant, Supervisor 2003 – 2009
UNITED STATES AIR FORCE (Main Center) Denver, CO
Supervised 5 individuals to ensure success of their careers.
Analyzed, reviewed and edited individual’s records for career build up.
Composed annual rating evaluation sheets for each individual.
ACHIEVEMENTS
Air Force Achievement Medal Award
Air Force National Defense Service Medal Award
Air Force Global War on Terrorism Service Meal Award
Air force Leadership Graduate Ribbon
RFP NO. IT‐2014‐01 PAGE 27 OF 50 ORIGINAL
MIGUEL A. PEREZ
IT Operations Leadership • Program / Project Management • Enterprise Infrastructure
Accomplished, high-energy, hands-on with stellar problem-solving, organizational, and leadership abilities backed
by 15 years’ experience spearheading development and execution of IT programs and projects. Demonstrated ability to transform IT resources into concrete designs that meet enterprise business goals; skilled
at building and leading high-performance teams, cutting costs and improving operational processes through
technical innovation. Offer strong bilingual (English / Spanish) skills backed by history of working effectively across
company and department lines to complete priority projects on time and within budget limitations.
Operations and Management Strengths:
IT Policy and Procedure Development Budgeting & Cost Management Network Engineering and Management Document Imaging and Management Disaster Recovery and Business Continuity Team Building & Performance Improvement Operations Analysis / Change Management
Website Development and Administration Multi-Site / Remote Services Management Executive-level Reporting and Presentation Vendor Relationships / Purchasing Management Storage consolidation and Management Process Design & Productivity Improvement Strategic IT Planning & Implementation
Technical Proficiencies:
Platforms: Windows 2000, 2003, 2008 Server, Windows 7, Windows XP, Dos 6.22, Citrix ICA,
MS Exchange 2000, 2003, 2007, 2010, VMWare.
Hardware: HP, IBM, Dell, and Intel Based Server and Desktop Platforms, Cisco 2500
Switches, Cisco ASA Firewalls, Sonic Wall Hardware VPNs, VOIP Phone Systems.
Software: MS Office, Visio, Citrix Metaframe XP, Symantec: PC Anywhere, Ghost, Antivirus, Utilities, Win fax; McAfee Virus Scan, Adobe: Acrobat, Illustrator, Photoshop,
Partition Magic, Adware, Spyware, Malware, Virus-Removal
Networking: TCP/IP, Wireless 802.11 a/b/g, DNS, WINS, DHCP, CAT5e Cabling, CAT6 Cabling, Fiber Optic
PROFESSIONAL EXPERIENCE
Sabio Information Technologies. – Doral, FL
Senior Engineer (2013 to Present)
Provide Level 2 and Level 3 support and special project assistance
Selected Contributions:
♦ Provide Senior Level Technical Support for Level 1 and Level 2 technicians. ♦ Work hand-in-hand with Sabio staff, designing, implementing and troubleshooting information technology systems and equipment.
♦ Interacted with C-Suite executives in order to better understand the firm’s present and future technology
/ business needs.
RFP NO. IT‐2014‐01 PAGE 28 OF 50 ORIGINAL
♦ Responsible for working with clients to oversee implementation of disaster recovery preemptive measures. ♦ Drastically reduced client hardware costs by using virtualization technologies to reduce downtime for critical
systems. ♦ Responsible for ensuring the maximum operating efficiency of systems, equipment, and procedures as well as overall cost effectiveness of information technology operations. ♦ Provide leadership and direction in the review, planning, development, and implementation of information
technology systems, equipment, and procedures.
♦ Effectively collaborate with all technicians and employees to work towards the achievement of
information technology goals and objectives, as well as with all levels of client management, employees
and external vendors, regarding systems development, enhancements, conversions, upgrades, data
management needs, telecommunications, communication network support and services, technical
support and systems administration.
P3 Networks, Inc. – Miami, FL
President / Consultant (2007 to 2013)
Oversee and direct the overall operations, daily activities, and staff of IT technicians. Responsible for all
technology aspects within a client base comprised of 75 plus businesses. Focused on bringing Innovation and
Growth through a robust IT business-aligned strategy.
Selected Contributions:
♦ Provide Senior Level Technical Support for Level 1 and Level 2 technicians. ♦ Worked hand-in-hand with customers, designing, implementing and troubleshooting information
technology systems and equipment.
♦ Manage both on-site and off-site development teams, network administrators, and quality assurance teams. ♦ Interacted with C-Suite executives in order to better understand the firm’s present and future technology / business needs.
♦ Responsible for working with clients to oversee implementation of disaster recovery preemptive measures. ♦ Drastically reduced client hardware costs by using virtualization technologies to reduce downtime for critical
systems.
♦ Responsible for ensuring the maximum operating efficiency of systems, equipment, and procedures as well as overall cost effectiveness of information technology operations. ♦ Provide leadership and direction in the review, planning, development, and implementation of information technology systems, equipment, and procedures.
♦ Effectively collaborate with all technicians and employees to work towards the achievement of
information technology goals and objectives, as well as with all levels of client management, employees
and external vendors, regarding systems development, enhancements, conversions, upgrades, data
management needs, telecommunications, communication network support and services, technical
support and systems administration.
♦ Responsible for the establishment of IT operations' financial objectives by forecasting client
requirements. This includes preparing an annual budget, scheduling expenditures, analyzing variances
and initiating corrective actions.
♦ Responsible for determining IT operations' service requirements by understanding the needs of
users/departments, prioritizing modifications to core system applications, resolving organizational
conflict and developing documentation requirements for problem resolution.
RFP NO. IT‐2014‐01 PAGE 29 OF 50 ORIGINAL
Absolut Technologies, Inc. – Miami, FL
President / Consultant (2001 to 2007)
Oversee and direct the overall operations, daily activities, and staff of IT technicians. Responsible for all
technology aspects within a client base comprised of 50 plus businesses. Focused on bringing Innovation
and Growth through a robust IT business-aligned strategy.
Selected Contributions:
♦ Provide Senior Level Technical Support for Level 1 and Level 2 technicians. ♦ Worked hand-in-hand with customers, designing, implementing and troubleshooting information technology systems and equipment. ♦ Manage both on-site and off-site development teams, network administrators, and quality assurance
teams. ♦ Interacted with C-Suite executives in order to better understand the firm’s present and future technology / business needs.
♦ Responsible for working with clients to oversee implementation of disaster recovery preemptive measures. ♦ Drastically reduced client hardware costs by using virtualization technologies to reduce downtime for critical systems. ♦ Responsible for ensuring the maximum operating efficiency of systems, equipment, and procedures as well as overall cost effectiveness of information technology operations. ♦ Provide leadership and direction in the review, planning, development, and implementation of information
technology systems, equipment, and procedures.
♦ Effectively collaborate with all technicians and employees to work towards the achievement of
information technology goals and objectives, as well as with all levels of client management, employees
and external vendors, regarding systems development, enhancements, conversions, upgrades, data
management needs, telecommunications, communication network support and services, technical
support and systems administration.
♦ Responsible for the establishment of IT operations' financial objectives by forecasting client
requirements. This includes preparing an annual budget, scheduling expenditures, analyzing variances
and initiating corrective actions.
♦ Responsible for determining IT operations' service requirements by understanding the needs of
users/departments, prioritizing modifications to core system applications, resolving organizational
conflict and developing documentation requirements for problem resolution.
SHULA'S STEAK HOUSES – Miami Lakes, Florida
IT Director (1999 to 2001) Spearhead design, development and implementation of corporate technology solutions for restaurant chain with
multiple locations throughout the United States.
Proactively identify and evaluate opportunities for harnessing technology to maximize business results; plan and
execute effective, cost-cutting efforts in all IT areas including Windows based network engineering, system security,
disaster recovery and Web development. Created and enforced company-wide IT policies and procedures.
Efficiently manage department budgets, oversee evaluation and purchasing of new technologies, and generate
network performance / analysis reports for corporate executives.
Selected Contributions: ♦ Designed disaster recovery testing, performance monitoring and response processes throughout organization. ♦ Researched and developed designs, including strategic roadmap for all infrastructure SAN/storage
devices and associated software and tools, ensuring enterprise-wide architecture consistency.
RFP NO. IT‐2014‐01 PAGE 30 OF 50 ORIGINAL
♦ Played primary role in planning and implementing business continuity and disaster recovery strategies.
♦ Implemented Lotus Notes Server for corporate intranet and collaboration.
♦ Consolidated all network data storage through the use of Storage Area Networks. ♦ Reduced outsourcing costs by moving Website design and development from contracted vendor to
in-house team. ♦ Led company conversion of outdated legacy accounting system to newer, more robust platform, significantly improving tracking and reporting capabilities. ♦ Developed strong IT team, providing training and leadership that translated directly to lower tech support call times and reduced reliance on yearly support contracts. ♦ Implemented security policies to protect the internal network against unauthorized access from both internal and external threats. ♦ Developed online training materials which significantly reduced training expenses and helpdesk support calls.
The Graham Companies – Miami Lakes, Florida
Network Administrator (1997 to 1999) Held multifaceted responsibilities to configure, install and administer Network infrastructure and
telecommunication system that supported a staff of 150 personnel.
RFP NO. IT‐2014‐01 PAGE 31 OF 50 ORIGINAL
CONFLICT OF INTEREST DISCLOSURE
RFP NO. IT‐2014‐01 PAGE 32 OF 50 ORIGINAL
Conflict of Interest Disclosure
The respondent is not aware of any relationships between the firm and any
Commission member, his/her spouse, or family: (b) any relationship between the firm
and any business or entity owned by a Commissioner member of their family or in
which a Commission member or their family has or had an interest.
RFP NO. IT‐2014‐01 PAGE 33 OF 50 ORIGINAL
REQUIRED DOCUMENTATION
RFP NO. IT‐2014‐01 PAGE 34 OF 50 ORIGINAL
Authorization to Transact Business in Florida
RFP NO. IT‐2014‐01 PAGE 35 OF 50 ORIGINAL
Staffing Plan Organizational Chart
RFP NO. IT‐2014‐01 PAGE 36 OF 50 ORIGINAL
Reference Clients
Reference client #1
Easter Seals South Florida (Not-for Profit entity with ties to Dade County)
Contact: Mrs. Luanne Welch, CEO 305.547.4757
Contact: Ms. Malerie Sloshay, VP of Operations 305.547.4709
Total Users: 175
Dates of Service: Current client since 2010
We have been servicing Easter Seals since 2010 and support their main Civic Center
location in Miami, their satellite offices in Hialeah, and Pembroke Pines. Additionally, in
2012 Easter Seals was awarded a contract by Miami Dade County to take over
operations of 6 Head Start programs from the City.
Sabio was instrumental in working with Easter Seals personnel to integrate the Head
Start locations located in Caleb Center, Jackson Dade, Culmer, Liberty Square, North
County, and Ophelia E. Brown-Lawson into the Easter Seals IT infrastructure which was
previously upgraded and configured by Sabio as the initial project with this client.
The scope of this project which had a very demanding timeline required the project
managent of the integration and upgrade of computers, telephony, and wireless
access in coordination with Dade County IT services division.
Our support responsibilities with this client includes Proactive technology
management, Network Administration, Help desk services, on-site personnel and CIO
Technology Consulting services. These services are delivered in a flat fee basis. Sabio is
responsible for all aspects of their technology.
RFP NO. IT‐2014‐01 PAGE 37 OF 50 ORIGINAL
Reference client #2
Adams, Adams, Baca and Mcmillen
Contact: Mr. Richard Adams, Managing Partner 305.455.6421
Contact: Ms. Yvonne Yturralde, Office Manager 305.455.6436
Total Users: 79
Dates of Service: Current client since 2003
We have been servicing Adams Adams Baca and McMillen since 2003 and support
their office in Miami, Fort Lauderdale, Orlando and Key West.
After approximately 2 years into our relationship we moved them from their previous
building near the courthouse to their existing office in the 9th floor of 155 S. Miami
Avenue.
Since 2005 we have provided all their technology services including all their cabling
infrastructure in the current building, the Cisco communications system for all their
locations (UC500), Network connectivity between all their locations and 2 network
upgrades of their server infrastructure including the remote support for their roaming
users as well as their remote offices. The most recent upgrade in the 4th quarter of 2012
included a complete virtualized environment based on VMware and Windows
technology.
Our support responsibilities with this client includes Proactive technology
management, Network Administration, Help desk services, Cisco telephony system
support and CIO Technology Consulting services. These services are delivered in a flat
fee basis. Sabio is responsible for all aspects of their technology.
RFP NO. IT‐2014‐01 PAGE 38 OF 50 ORIGINAL
Reference client #3
King Jesus International Ministries
Contact: Mr. Marcos Franco, Information Technology Manager 786.239.5409
Total Users: 213
Dates of Service: Current client since 2010
A not-for-profit international ministry with a network infrastructure supporting 299
desktops and multiple locations has been our client for the last 5 years. Previous to
early 2012 we provided primarily project based technology and communications
consulting services to this client. In 2012 our relationship expanded to a Managed
services approach in which we took over the management and support of their
growing base of users, including remote management and help desk services.
As a result of the increased level of service to their users and a reduction in their cost of
supporting their technology by outsourcing to Sabio Information Technologies our
support is being expanded to include support for their server infrastructure, vendor
management, procurement and a cloud initiative to deliver their products via the
cloud to their remote locations and affiliated ministries.
Our support responsibilities with this client includes Proactive technology
management, Network Administration, Help desk services, and CIO Technology
Consulting services. These services are delivered in a flat fee basis.
RFP NO. IT‐2014‐01 PAGE 39 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 40 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 41 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 42 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 43 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 44 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 45 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 46 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 47 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 48 OF 50 ORIGINAL
PRICE PROPOSAL SHEET
RFP NO. IT‐2014‐01 PAGE 49 OF 50 ORIGINAL
RFP NO. IT‐2014‐01 PAGE 50 OF 50 ORIGINAL
Recommended Option
Relying on information provided in the RFP and the preliminary technical review meeting, we
have identified business continuity and secure off-site backup as an area which could use
improvement. As an optional addendum to our pricing proposal and with the derived saving
as a result of our methodology and efficiencies, we propose to use the difference between
our bid and the currently budgeted amount $189,800 which is $11,294.00 ($189,800 – $178,506)
for a managed on-site/off-site backup solution with virtualization functionality.
Upon further analysis and completion of our on-boarding process we will confirm how many of
your servers can be covered under this addendum. At minimum it will enhance the business
continuity of the most critical servers in your environment.