Modernizing Nationwide Enterprise IT Operations

A Federal Civilian Agency faced the challenge of managing and modernizing its complex IT infrastructure supporting 68,000+ employees across 1,500+ facilities nationwide. With aging core systems exceeding 30 years in operation, the agency required robust support for cloud migration, virtualization, cybersecurity, and IT service delivery—all while meeting strict federal security standards (FISMA, NIST 800-63-3, OMB policies). A federal hiring freeze compounded resource constraints, increasing demands on contractor-provided surge support. Responsibilities ranged from mainframe support to IT modernization, knowledge management, and enterprise-level help desk operations.

Kentro implemented a comprehensive support strategy focused on technical delivery, cybersecurity, knowledge management, and cost-efficient program oversight:

Technical, Analyst, and Cybersecurity Enhancements | Kentro improved enterprise availability reporting for 160+ applications and fortified technical documentation and SOPs to ensure consistent knowledge capture. Our cybersecurity teams managed 130K+ endpoints, deploying Trellix/McAfee and handling VPN and PKI infrastructure, significantly reducing risks from malware and phishing attacks. Proactive threat intelligence monitoring enabled early detection and response to evolving cyber threats.

Knowledge Management, Data Systems, and Automation | Kentro provided full lifecycle SharePoint support, overseeing 14,000+ sites and 20 production farms. The team maintained the agency’s Splunk data environment and developed data visualization dashboards in Tableau and WebFocus, improving decision-making accuracy. Database specialists designed and maintained 30+ DB2, 450+ Oracle, and 30+ Postgres databases, supporting mission-critical programs. By deploying virtualized Oracle OVM clusters, Kentro reduced database migration timelines by 95%, minimizing operational impact. A major efficiency gain came from automating over 1,200 SQL stored procedures and integrating six SQL servers, streamlining data processing and drastically reducing manual tasks.

Program Management, Surge Support, and Network Optimization | Kentro maintained 95%+ monthly Technical Progress Report (TPR) accuracy. The team delivered surge support during the hiring freeze, managing a 50% increase in Help Desk tickets and resolving 7,916 service requests. Network engineers executed a significant infrastructure refresh, removing obsolete code and 100+ dormant IP addresses accumulated over 15 years. Upgrading firewalls from AsA to Cisco Firepower increased network availability from 96% to 99%, supporting 131K+ VPN-connected devices and 81K+ daily users.

Kentro’s delivery improved system reliability, user experience, and security posture across the agency’s nationwide IT environment. Continuous monitoring of 200+ production regions and 650+ total environments ensured operational integrity. The Known Issues Database cut issue resolution time by 25%, while SQL automation significantly accelerated data tasks. Database migration optimizations reduced resource needs and freed capacity for other critical tasks.

Network improvements enhanced availability to 99%, mitigating downtime risks and supporting the agency’s daily operational demands. Cybersecurity efforts protected sensitive data and reduced vulnerability exposure across hundreds of thousands of devices. Kentro’s cost-saving initiatives resulted in significant financial impact. For example, eliminating a tool avoided $6,000 per-device in annual costs, demonstrating rigorous cost control and strategic efficiency.

Kentro’s strategic, metrics-driven approach delivered measurable value across the agency’s enterprise IT operations. The team’s technical excellence strengthened infrastructure resilience, with real-time monitoring of 200+ mainframe regions supporting 68K+ concurrent users. Proactive network optimization increased availability and eliminated outdated assets, improving long-term system performance. High retention rates ensured continuity, while surge capacity kept service levels intact despite resource challenges. Automation of complex SQL workloads freed up technical resources and shortened reporting cycles. In addition to the $6K+ per device annual cost avoidance, the team’s forward-thinking database solutions accelerated cloud migration and system upgrades, reducing future costs. Finally, comprehensive knowledge management—including the maintenance of 14K+ SharePoint sites and 400+ agency websites—ensured that the agency’s vast library of digital assets remained standardized, compliant, and user-friendly. Kentro’s work enabled the agency to meet its mission-critical objectives efficiently and cost-effectively, delivering sustainable improvements that enhance service to millions of Americans.