Project Description :
TSCTI has been successfully delivering comprehensive IT support and network monitoring services to the United States Patent and Trademark Office (USPTO) and maintaining operational excellence and meeting evolving technological needs. TSCTI has been the prime IT staffing and support services provider to the United States Patent and Trademark Office (USPTO) since 2017, delivering on-demand IT consultant staffing and network monitoring services under a Time and Materials (T&M) framework. USPTO, a critical federal agency under the U.S. Department of Commerce, is responsible for granting patents and registering trademarks, supporting innovation and economic growth across the nation. This mission requires a secure, scalable, and highly available IT environment to manage massive volumes of intellectual property data, user access, and public-facing services. To support USPTO’s daily operations, infrastructure upgrades, and modernization initiatives, TSCTI provides highly skilled IT professionals across a diverse range of roles, including Project Manager / Business Analyst (PM/BA), IT Data Analyst, Virtualization Architect, Infrastructure as Code Engineer, Google Management Engineer, Mobile Device Management (MDM) Engineer, Field Project Manager (FPM), Network Engineer, Customer Success Analyst, etc.
Project Overview
Client :
United States Patent and Trademark Office (USPTO)
Location :
600 Dulany Street, Alexandria, VA 22314
Duration :
Aug 2017 – Present
Point of Contact :
Majid Nikfarjam, Program Manager Telephone number:571-259-8151 Email address: majid.nikfarjam@uspto.gov
Scope of Services :
TSCTI’s services for USPTO have mirrored many requirements outlined in DOE’s solicitation, including:
Program Management & Business Analysis – Provided dedicated Program Managers to oversee work order fulfillment, manage project schedules, mitigate risks, and ensure alignment with USPTO goals.
Data Analytics & Reporting – Implemented analytics frameworks for real-time system performance reporting, supporting leadership decision-making.
Virtualization & Infrastructure Support – Delivered engineers to design, manage, and optimize USPTO’s virtualized environments, ensuring scalability and security.
Automation & IaC Deployment – Developed and deployed Infrastructure-as-Code (IaC) scripts to streamline provisioning and reduce configuration errors.
Cloud & Mobile Device Management (MDM) – Implemented MDM solutions (Intune and AirWatch) and optimized Google Workspace and Microsoft Azure integrations to enhance secure mobility for USPTO users.
Network Engineering & Monitoring – Provided 24/7 monitoring and incident response for USPTO’s complex network infrastructure, ensuring minimal downtime.
Client Success & Continuous Improvement – Embedded Customer Success Analysts to track service KPIs, collect feedback, and drive innovation in IT operations.
Program Management :
We apply a centralized governance model supported by a local project management team and a nationwide resource pool, allowing us to maintain rapid response times, SLA adherence, and proactive issue resolution.
Key Elements of TSCTI’s Program Management Approach
Dedicated Program Management Office (PMO): Oversees the entire contract lifecycle, ensuring compliance with DOE policies, SLA metrics, and continuous process improvement.
Local Project Team Presence: Establishes an on-the-ground team for immediate coordination with DOE stakeholders, handling day-to-day operations, escalations, and reporting.
Resource Pool & Rapid Deployment: Maintains an extensive, pre-vetted talent pool across critical IT roles, enabling 1-day turnaround time for candidate identification and submission for urgent staffing needs.
Quick Change Management: Implements structured change control procedures to adapt quickly to DOE’s evolving requirements—whether it involves scaling resources, replacing consultants, or adjusting project priorities.
Compliance & Documentation: Ensures adherence to DOE’s strict requirements, including fingerprinting, background checks, NDA/confidentiality agreements, and security clearance protocols.
Continuous Monitoring & Reporting: Uses a centralized tracking system to monitor monthly hours, expenditures, and resource performance, providing DOE with weekly status reports and immediate escalation notifications when needed.
Risk Mitigation & Issue Resolution: Employs proactive risk management strategies, with corrective action plans delivered within one business day for any SLA deviations.
Risk Mitigation & Issue Resolution: Employs proactive risk management strategies, with corrective action plans delivered within one business day for any SLA deviations.
Challenges and Resolutions :
| Challenge | TSTCI Resolution |
|---|---|
| High-volume staffing needs under aggressive timelines | Leveraged TSTCI’s nationwide talent network to deliver three or more qualified candidates within five business days for all requested roles, consistently meeting SLA expectations. |
| Ensuring security and compliance across a sensitive federal environment | Deployed only pre-screened consultants with required federal clearances and certifications, while implementing strict adherence to USPTO’s security policies. |
| Transitioning from legacy systems to modern cloud-based solutions | Assigned certified cloud architects and automation engineers to plan and execute migration with zero disruption to critical services. |
Evaluation and Results :
100% SLA compliance for candidate presentation, interview scheduling, and replacement staffing.
Reduced operational downtime by 40% through proactive network monitoring and rapid incident response.
Achieved zero security incidents during the engagement period, reflecting our commitment to compliance and risk management.
Consistent client satisfaction scores above 95%, as validated through quarterly performance reviews with USPTO.
Relevance to Proposed Services :
This engagement directly aligns with DOE’s scope by demonstrating TSCTI’s ability to:
Fulfill high-volume, on-demand staffing needs across multiple IT disciplines while adhering to strict SLAs.
Provide pre-screened, certified professionals with expertise in project management, cloud, MDM, network engineering, and data analytics.
Maintain 24/7 operational continuity in a sensitive, large-scale IT environment with complex security and compliance requirements.
Deliver measurable results through strong program governance, client communication, and performance reporting.
