Agenda packet, first session — Livingston City Council, July 7, 2026 (part 2 of 3)

The proposed onsite and recurring support personnel include:

Resource Proposed Role Relevant Experience Summary
Joseph
Stokes
Senior Systems /
Network
Engineer
More than 15 years of system administration experience, including Windows Server, Microsoft 365, Intune, RMM/MSP tools,
NinjaOne, Wazuh security, Datto backup, Barracuda spam filtering, VPN support, MDM, ticketing platforms, and municipal public safety technology support. His City of San Antonio experience included NetMotion VPN support for police/fire vehicles, CAD software support, vehicle camera support, and wireless/network infrastructure support for city buildings.

Florian
Andrade
Field Support /
L2 Systems
Engineer
MSP and systems engineering experience across Microsoft 365, Azure Active Directory, Windows Server, Hyper-V, ConnectWise, ITGlue, Kaseya, backups, disaster recovery, Active Directory, Group Policy, endpoint support, asset tracking, procurement policies, and desk-side support. His experience includes California-based MSP work and multi-client support environments.

Brandon
Edgar
Help Desk /
Technical
Support
Specialist
Tier I/Tier II support, service request prioritization, Microsoft Office support, documentation, technical records, Active Directory, DHCP, DNS, NTP, Cisco/Brocade switch configuration, VLAN support, cybersecurity practices, and technical training. Holds ITIL Foundation v4, CompTIA A+, Network+, Security+, and DoD 8140 IAT Level II compliance.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Thomas
Wolfe
vCIO / Security
& Compliance
Advisor
Senior IT management and cybersecurity risk leader with outsourced CIO experience, IT strategy, cybersecurity governance, regulatory compliance, disaster recovery, business continuity, vendor management, IT financial modeling, and government technology project experience. Holds CISSP, CISA, Security+ CE, Network+ CE, MCP, and MCTS credentials.

Ngum
Che
Cybersecurity
Risk Advisor
Cybersecurity and GRC leader with experience in NIST CSF, NIST 800-53, NIST 800-171, FedRAMP, FISMA, HIPAA, ISO 27001, SOC 2, PCI DSS, CMMC, incident response planning, disaster recovery/business continuity planning, risk registers, vulnerability management, and executive risk reporting. Holds CISA, AWS Solutions Architect Associate, Security+, Splunk Core Certified User, and Splunk Certified Power User credentials.

No Consultadd personnel will access CJIS-covered systems until all City-required background checks, fingerprinting, CJIS Security Addendum signing, and related security requirements are completed. 3e. Help Desk Staff Job Requirements
Help desk staff assigned to the City of Livingston will meet the following minimum requirements:

1. Hands-on IT support experience in a managed services, public-sector, or enterprise environment

2. Working knowledge of Windows workstation support, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and common end-user applications

3. Ability to troubleshoot password, MFA, remote access, VPN, printer, peripheral, and workstation issues

4. Familiarity with ticketing systems, ticket documentation, priority assignment, SLA tracking, and escalation workflows

5. Clear communication skills for working with users across City departments and technical skill levels

6. Ability to follow documented procedures, security policies, and change control expectations

7. Familiarity with mobile device support, with JAMF and Apple Business Manager experience preferred for this engagement

8. For any staff assigned to Public Safety systems, ability to complete required fingerprinting, criminal history checks, CJIS Security Addendum signing, and CJIS-related training before access is granted
3f. Staff Development and Training Programs
Consultadd invests in ongoing staff development to maintain service quality, technical currency, and security awareness across client engagements. Training and development activities include:

1. Technical certification support for Microsoft, CompTIA, ITIL, cybersecurity, cloud, and infrastructure disciplines

2. Security awareness training for all staff, with CJIS-specific training for personnel assigned to applicable public safety environments

3. Internal knowledge-sharing sessions on emerging security threats, infrastructure practices, Microsoft 365 administration, endpoint management, and service delivery lessons learned

4. Vendor platform training for tools and environments relevant to client support, including Microsoft 365, endpoint management, firewall, backup, and remote monitoring platforms City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected]

5. Service management training covering ticket documentation, escalation, SLA tracking, customer communication, and problem management

6. Cross-training across help desk, field support, systems administration, network support, and cybersecurity functions to reduce single-person dependency and improve coverage continuity City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 4: Security
4a. Company Security Certifications
Consultadd Public Services maintains a security-conscious delivery model supported by organizational security controls, trained personnel, documented access practices, and experience supporting compliancesensitive public-sector environments. Current company-level certifications and credentials relevant to the City of Livingston are summarized below.

Certification /
Credential
Current
Status
Year
Originally
Obtained
Relevance to the City of Livingston
SOC 2 Type II Active 2024 Supports third-party validated controls related to secure service delivery, availability,
confidentiality, and operational discipline
ISO/IEC 27001:2022 Active 2025 Supports Consultadd’s information security management practices, including policy, risk
management, access control, and continuous
improvement
GSA Multiple Award
Schedule (MAS)
Active 2025 Demonstrates Consultadd’s approved federal
IT services schedule for information
technology professional services, cloudrelated IT professional services, and temporary staffing
Microsoft Cloud
Solution Provider /
Indirect Reseller
Active 2025 Relevant to the City’s Microsoft 365, Entra ID, Windows Server, and Microsoft
ecosystem support needs
AWS Advanced Tier
Partner
Active 2025 Relevant to optional cloud, backup,
modernization, and disaster recovery advisory
support
CMMC Readiness /
Cybersecurity
Program Alignment
Active
internal
readiness
2024 Relevant to Consultadd’s cybersecurity
maturity, access control practices, and support
for compliance-sensitive environments
Consultadd will provide supporting documentation for applicable company-level certifications upon request or as part of contract execution.
4b. Staff Security Certifications
Consultadd’s proposed team includes senior security, compliance, systems, network, and help desk personnel with certifications and experience relevant to the City’s environment. The team has been selected to support the City’s Windows, Microsoft 365, Hyper-V, network, backup, endpoint, and public safety support needs.

Proposed
Resource
Proposed Role Relevant Security / Technical Credentials Thomas
Wolfe
vCIO / Security &
Compliance Advisor
CISSP, CISA, Security+ CE, Network+ CE, Microsoft
Certified Professional, Microsoft Certified Technology
Specialist
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Ngum Che Cybersecurity Risk
Advisor
CISA, AWS Certified Solutions Architect Associate, CompTIA Security+, Splunk Core Certified User, Splunk Certified Power User
Joseph
Stokes
Senior Systems /
Network Engineer
A+ Certification, Network+ Certification, security awareness training, current Security+ / CCNA coursework
Brandon
Edgar
Help Desk /
Technical Support
Specialist
ITIL Foundation v4, CompTIA A+ CE, CompTIA Network+
CE, CompTIA Security+ CE, DoD 8140 IAT Level II
compliant
Florian
Andrade
Field Support / L2
Systems Engineer
Systems engineering experience across Microsoft 365, Azure Active Directory, Windows Server, Hyper-V, ConnectWise, ITGlue, Kaseya, backups, disaster recovery, and endpoint support
All staff assigned to Public Safety systems, CLETS-connected systems, or CJIS-covered environments will complete the City-required fingerprinting, criminal history check, CJIS Security Addendum signing, and related CJIS security requirements before access is provisioned. 4c. Background Checks
Consultadd conducts background checks for personnel assigned to client environments. Standard checks include identity verification, criminal background review, employment verification, reference validation where applicable, and review of role-specific access requirements.

For the City of Livingston, Consultadd will follow the City’s Public Safety and CJIS access requirements before any applicable system access is granted. This includes:

1. Criminal history check and fingerprinting conducted through the City of Livingston Police Department for all applicable personnel
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected]

2. CJIS Security Addendum signing by personnel with direct or indirect access to CJIS-covered systems

3. Completion of required CJIS-related training and security awareness requirements before system access is provisioned

4. Use of unique, individually attributable usernames for all contractor personnel

5. Access logging and review to support accountability and auditability

6. Immediate access removal upon staff departure, reassignment, or contract termination Consultadd understands that CJIS requirements apply to all personnel who may have direct or indirect access to CJIS-covered systems, whether onsite or remote. Consultadd will not use an escorted remote access model as a substitute for CJIS compliance.
4d. Security Policies Regarding Client Access
Consultadd’s client access policies are designed to protect City systems, reduce unauthorized access risk, and support accountability across the managed services environment.

Security Practice Consultadd Approach
Least-Privilege
Access
Staff receive only the access needed to perform assigned responsibilities Unique User
Accounts
Shared contractor accounts are not permitted; each staff member uses a unique username
Multi-Factor
Authentication
MFA is required for remote access and administrative access where supported CJIS-Covered
System Access
Access is limited to personnel who have completed City-required fingerprinting, background checks, CJIS Addendum signing, and related requirements
Remote Access Remote support is performed through secure, approved access methods with logging and session accountability
Offshore Access
Restriction
No offshore or non-cleared personnel will access CJIS-covered systems Access Review Contractor access will be reviewed periodically and adjusted when roles change
Access Revocation Access is removed promptly when personnel leave the engagement or no longer require access
Confidentiality Staff are required to follow confidentiality, data handling, and client access policies
For CJIS-covered systems, Consultadd will use a U.S.-based, City-cleared support model. Any global or offshore delivery resources, if used for non-CJIS support activities, will be restricted from CJIS-covered systems and will operate only under City-approved access boundaries. 4e. Strategy for Securing Client Data
Consultadd’s data security strategy combines access control, endpoint security, monitoring, patching, backup validation, incident response, user awareness, and documentation. The goal is to support the City’s operational reliability while reducing cybersecurity risk across City Hall, Police Department, Public Works, WWTP, mobile users, and other supported locations.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] i. Staying Informed Regarding Security Alerts and Events Consultadd tracks relevant security alerts and advisories through trusted public and vendor sources, including CISA alerts, Microsoft security advisories, firewall and endpoint security vendor notifications, cloud platform advisories, and threat intelligence from deployed security tools. Security alerts are reviewed for applicability to the City’s environment and prioritized based on severity, exploitability, system exposure, and operational impact.
ii. Notifying and Managing Security Events
Security events are managed through a severity-based incident response process:

Phase Action
Identify Detect event through monitoring tools, vendor alerts, firewall logs, endpoint alerts, or user reports
Triage Classify severity, affected systems, business impact, and whether Public Safety or CJIScovered systems may be involved Notify Notify the City’s designated point of contact based on severity; immediately escalate critical or CJIS-relevant events
Contain Isolate affected systems, disable compromised accounts, block malicious traffic, or restrict access as appropriate
Remediate Remove malicious activity, patch vulnerabilities, reset credentials, restore configurations, and coordinate vendor support
Recover Validate system functionality, restore services, and confirm backup integrity where recovery is required
Report Provide incident summary, timeline, impact, root cause, remediation steps, and recommended risk reduction actions
If an event involves Public Safety or CJIS-covered systems, Consultadd will follow the City’s escalation requirements and applicable CJIS incident handling expectations. iii. Mobile Device Security
The City’s Q&A confirms that the City uses JAMF to manage City-owned iOS devices enrolled through Apple Business Manager. Consultadd will support the existing mobile device management model by assisting with device enrollment, blueprint assignment, profile management, app support, update coordination, lost-device response, and remote wipe coordination where authorized by the City.

Consultadd will support mobile security practices including:

1. JAMF enrollment and device assignment support

2. Configuration profile review and update coordination

3. App management and update support

4. Device inventory validation

5. Lost or stolen device response support

6. Remote wipe coordination where approved

7. User support for MFA, Microsoft 365, and mobile productivity applications iv. Ensuring Security Best Practices Are Followed
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Consultadd will reinforce security best practices through a combination of process, reporting, technical controls, and management review.

Security Area Practice
Patch Management Routine patching for servers and workstations, with critical patch prioritization based on severity
Endpoint Security Endpoint protection monitoring, alert triage, and remediation coordination Identity and Access User lifecycle management, MFA support, least-privilege access, and periodic access review
Backup Security Daily backup monitoring and periodic restorability validation Firewall / Network
Security
Firewall rule review, VPN support, security log review, and vendor coordination
Email Security Coordination with the City’s email security platform and Microsoft 365 controls
User Awareness Security awareness guidance for phishing, password hygiene, MFA, and incident reporting
Reporting Security, patching, backup, and incident activity included in weekly and monthly reporting
Continuous
Improvement
Recurring reviews to identify recurring risks, aging assets, unsupported systems, and improvement opportunities
Consultadd’s security approach is practical and risk-based. We will manage the City’s existing tools where they are operating effectively, recommend improvements where the benefits are clear, and keep all security changes transparent to City leadership.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 5: Services
5a. Desktop Support (Hardware and Software)
• Diagnosis and troubleshooting for hardware failures across 89 workstations (65 desktops, 24 laptops) at six City locations
• Coordination of warranty repairs and hardware replacement procurement • Windows OS support, updates, and configuration management • Microsoft 365 application support: Outlook, Teams, Word, Excel, SharePoint, OneDrive, and related services
• User account management, password resets, and profile maintenance • Peripheral setup and support: printers, monitors, docking stations, scanners, and peripherals • Software installation, updates, and license tracking
• Live Scan Fingerprinting workstation support coordination • JAMF-managed iOS device support (58 phones, 10 iPads; Apple Business Manager enrolled) 5b. Network Hardware and Operating Systems
• WatchGuard firewall management at City Hall/Police Department, WWTP (7160 Gallo Rd), and Well 17
• Cisco, Juniper, and Ubiquiti switch and access point management across all City locations • Network connectivity monitoring and troubleshooting
• VLAN management and network segmentation oversight
• Firmware and security patch management for network devices • Bandwidth and connectivity performance monitoring
• Remote access infrastructure management: Always-on VPN for Police MDTs, Remote PC for general staff remote access
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] • Coordination of ISP and telecom vendor issues
5c. Remote Access Support
• Support for Always-on VPN used by Police Mobile Data Terminals • Support for Remote PC remote access for general City staff working off-site • VPN connectivity troubleshooting and credential management • MFA support for Microsoft Authenticator and hardware authenticators deployed by the City • Remote session troubleshooting for any City staff with connectivity issues 5d. Work Order and Ticket System
Consultadd manages all client support requests through a Professional Services Automation (PSA) platform configured for the City's environment:
• Ticket intake via phone, email, and portal (channels confirmed during onboarding based on City preference)
• Automatic ticket creation with timestamp, priority assignment, and technician assignment • Ticket categorization by service area: hardware, software, network, security, M365, mobile, infrastructure, and project
• SLA tracking from creation through resolution with automated alerts for approaching or missed targets
• Status updates communicated to requesting user at key milestones • Resolution notes and knowledge base documentation captured per ticket • Weekly ticket summary included in routine reporting to the City per RFP requirement 5e. Escalation System for Chronic or Advanced Problems
Tier Primary Resource Handles Escalation Trigger
Tier 1 Help Desk
Technician
Password resets, common software
issues, basic hardware, user guidance,
connectivity troubleshooting
Unable to resolve within
defined time; issue
requires elevated access
Tier 2 Senior Help Desk /
Field Tech
Advanced desktop issues, JAMF/MDM,
M365 admin, network connectivity,
VoIP, onsite hardware
Requires specialized
system knowledge or
vendor coordination
Tier 3 Senior Systems
Engineer
Server, Hyper-V, WatchGuard, security
events, advanced network, backup
failures, root cause analysis
Infrastructure-level issue
or security event
Tier 4 Security and
Compliance Lead /
Vendor Engagement
CJIS incidents, ransomware, advanced
cybersecurity, critical system failures,
vendor escalation
Security event, critical
system down, CJISrelevant incident
The Project Manager (Nisha K.) is notified of all active Tier 3 and Tier 4 escalations and provides status updates to City leadership during active incidents.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] 5f. Hours of Operation and Guaranteed Call Response Time Consultadd Public Services provides 24/7/365 help desk support for the City of Livingston. Support is available through phone, email, remote support tools, and ticketing workflows. The proposed service model includes business-hours support, after-hours remote support, and emergency after-hours onsite response for P1/Critical incidents involving covered systems.

The following response targets are proposed for the City of Livingston. These targets will be incorporated into the final service agreement and reported through weekly and monthly service reporting.

Priority Description and Examples Guaranteed
Initial
Response
Time
Target Resolution /
Restoration Approach
P1 /
Critical
City-wide outage, Police Department
system outage, active cybersecurity
incident, ransomware event, major
server failure, City Hall/Police network
outage, or failure affecting critical City
operations
15 minutes,
24/7/365
Immediate escalation to senior
engineering and security
resources; continuous work
until service is restored or a
workaround is approved
P2 /
High
Multiple users impacted, major
application unavailable, firewall/VPN
issue affecting operations, failed backup
requiring urgent review, Police
workstation or MDT issue affecting
field operations
1 hour,
24/7/365
Same-day remediation target
where feasible; escalation to
senior engineer if not resolved
within the initial
troubleshooting window
P3 /
Normal
Single-user workstation issue,
Microsoft 365 issue, printer/peripheral
issue, password/MFA support, standard
remote access issue, routine software
troubleshooting
4 business
hours
Next business day target for
resolution or workaround,
depending on parts/vendor
dependency
P4 /
Low
General questions, scheduled changes,
user guidance, documentation requests,
non-urgent configuration changes
Next business
day
Within 3 business days or as
scheduled with the City
For critical issues that cannot be resolved remotely, Consultadd will dispatch onsite support for covered systems as part of the base managed services model. Non-critical after-hours onsite work requested by the City will be handled under the optional fee schedule.
5g. Help Desk Statistics
Consultadd tracks help desk performance across client engagements and uses these metrics to manage service quality, recurring issues, staffing needs, and user satisfaction. For the City of Livingston, Consultadd will report help desk performance weekly and monthly, including ticket volume, response time, resolution time, SLA compliance, recurring issues, and issue categories.

A recent managed IT and cybersecurity engagement for Marin Housing Authority demonstrates Consultadd’s service performance in a public-sector environment with help desk, endpoint, Microsoft City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] 365, backup, cybersecurity, onsite, and remote support needs. In that engagement, Consultadd handled 280 IT support tickets in Q2, achieved an average first response time of 18 minutes, maintained 94.7% SLA first response compliance, maintained 93.0% SLA resolution compliance, supported zero critical P1 incidents, and resolved 97% of tickets each month.

For Livingston, the following metrics will be tracked and reported:

Metric Reporting Purpose
Total tickets opened
and closed
Shows service volume and support demand
Average initial
response time
Shows responsiveness by priority level
Average resolution
time
Shows effectiveness and workload complexity
SLA compliance by
priority
Shows whether support commitments are being met
Ticket category
breakdown
Identifies common issue types such as Microsoft 365, endpoint, network, mobile, backup, or application support
Repeat or recurring
issues
Supports root cause analysis and problem management
First-contact resolution
rate
Shows how many issues are resolved without escalation
After-hours incidents Tracks critical support demand outside normal business hours Backup and patch
exceptions
Provides visibility into operational risk areas
User and department
trends
Helps identify departments needing additional support, training, or technology improvements
These statistics will be included in the City’s weekly operations reports and monthly service reviews. 5h. Availability of Key Staff During Normal Business Hours Consultadd’s service model gives the City access to day-to-day support resources and senior technical escalation during normal business hours.

Role Availability During Normal
Business Hours
Support Focus
Project Manager /
Service Delivery
Manager
Available during business hours for
service coordination, reporting, and
escalation
Service governance, SLA review,
City communication, issue tracking
Field Support / L2
Systems Engineer
Scheduled onsite three times per
week, three hours per visit; available
for approved additional onsite needs
Endpoint support, hardware setup,
user assistance, documentation, onsite
troubleshooting
Help Desk /
Technical Support
Specialist
Available through help desk channels Ticket intake, Microsoft 365 support, password/MFA support, user
assistance, remote troubleshooting
Senior Systems /
Network Engineer
Available for escalations and
scheduled infrastructure work
Windows Server, Hyper-V, network
support, VPN, backups, Microsoft
365, public safety technology support
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] vCIO / Security &
Compliance Advisor
Available for scheduled advisory
sessions and escalations involving
security, risk, governance, or
strategic planning
Roadmap support, risk review,
DR/BCP, cybersecurity governance
Cybersecurity Risk
Advisor
Available for scheduled security
reviews and incident support
Incident response planning, risk
register, security review, backup/DR
validation support
Although the RFP references Terminal Server expertise, the City’s Q&A confirms that the City does not currently use Microsoft Terminal Server. Consultadd’s assigned staff have experience supporting remote access, VPN, Microsoft 365, Windows Server, Hyper-V, and endpoint environments, which align to the City’s current support needs.
5i. After-Hours Support
Consultadd provides after-hours support as part of the managed services model. The after-hours model is designed to prioritize urgent events that affect City operations, public safety systems, cybersecurity, server availability, network access, backup integrity, or multi-user service availability.

After-hours support includes:

1. 24/7/365 help desk access for urgent issues

2. 15-minute guaranteed initial response for P1/Critical incidents

3. Senior Systems / Network Engineer escalation for infrastructure issues

4. Security escalation for suspected cybersecurity events, ransomware, unauthorized access, or CJIS-relevant concerns

5. Emergency after-hours onsite support for P1/Critical incidents involving covered systems where remote resolution is not sufficient

6. Next-business-day handling for non-critical issues unless the City requests after-hours onsite support under the optional fee schedule
After-Hours Scenario Included in Base
Monthly Fee?
Notes
P1/Critical remote response Yes Included 24/7/365
P1/Critical onsite response for
covered systems
Yes Included when onsite response is
necessary to restore or stabilize covered
systems
P2/High remote response Yes Included 24/7/365 based on priority Non-critical after-hours onsite
work requested by the City
No Billed under optional fee schedule
Scheduled after-hours
maintenance
Yes, when related to
covered routine support
Major projects or migrations may be
scoped separately
Council meeting A/V operation No Priced separately as optional A/V support
This structure gives the City emergency coverage while keeping non-critical after-hours work and optional meeting support transparent.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] 5j. Penalties and Accountability for Missed Response Times Consultadd supports performance accountability through SLA tracking, reporting, root cause review, and corrective action. If guaranteed response times are not met, Consultadd will document the miss, identify the cause, report it in the monthly service review, and implement a corrective action plan.

Consultadd’s proposed accountability model includes:

SLA Issue Corrective Action
Single missed response target Documented in monthly report with cause and corrective action
Repeated missed response targets in the
same category
Root cause review and escalation to Project Manager /
Service Delivery Manager
Recurring service-level misses across
multiple categories
Executive Sponsor review and written service
improvement plan
City-impacting SLA failure Formal service review with City leadership and agreed remediation actions
Consultadd is open to discussing mutually agreed service credits or other service-level remedies in the final services agreement. At a minimum, every missed guaranteed response target will be tracked, reviewed, and addressed through documented corrective action. 5k. On-Site Support Representative
Based on the Q&A clarification from the City, Consultadd will provide on-site support on a schedule of three visits per week, three hours per visit. On-site activities include:
• Hardware setup, installation, and physical replacement • Network cabling, device installation, and physical infrastructure tasks • In-person end-user support for issues requiring physical presence • Workstation imaging, refresh, and deployment
• Onsite coordination for scheduled maintenance windows • Council meeting A/V support if the optional scope is awarded • Physical walkthrough of infrastructure, open issues, and change documentation during each visit Onsite visits will be scheduled in coordination with City staff to maximize availability for open work and planned activities. A weekly schedule will be shared with the Project Manager and City point of contact. 5l. Advanced Help Desk Skill Sets
• Hyper-V virtualization management (4 physical servers, 8 VMs at City Hall and Police Department) • Microsoft 365 administration including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID
• WatchGuard firewall management and VPN configuration
• Microsoft Entra ID (formerly Azure AD) and identity lifecycle management • JAMF MDM for iOS device management (Apple Business Manager enrolled fleet) • Always-on VPN and Remote PC troubleshooting and administration • VoIP system support and troubleshooting
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] • Cisco, Juniper, and Ubiquiti network device administration • Inky spam filtering coordination and alert management • Backup and DR management for cloud-based backup environments • CJIS-compliant support practices for Police Department and public safety systems 5m. Client Training
Consultadd provides end-user orientation and training support for City staff. Activities may include:
• Onboarding orientation for new City employees on common support procedures and help desk intake channels
• End-user guidance on Microsoft 365 features relevant to daily City operations (Outlook, Teams, OneDrive, SharePoint)
• Security awareness guidance covering phishing recognition, password hygiene, and incident reporting • Coordination with third-party training vendors for formal application training where needed Training recommendations will be tailored based on common support patterns identified during the first 90 days.
5n. Backup Support
The City currently maintains daily backups to cloud with approximately 2.3TB of backup data. A restorability test has been completed within the past year. Consultadd will manage and monitor the City's backup operations:
• Daily monitoring of backup job completion status
• Immediate alerting for backup failures or incomplete jobs • Coordination of periodic restorability testing on a defined cadence to validate recovery capability • Documentation of backup coverage, retention periods, and recovery procedures • Assessment during onboarding to confirm backup scope aligns with City recovery expectations • Recommendations for backup enhancements (e.g., extended retention, additional copy, monitoring improvements) presented as optional services with defined costs 5o. Disaster Recovery Support
• Documentation of current recovery procedures for critical systems at City Hall, Police Department, and WWTP
• Development and maintenance of a DR runbook covering recovery priority order, recovery steps, and emergency contact information
• Coordination of periodic DR testing to validate recovery time and recovery point expectations • Post-incident review and DR plan updates following any disruption • Integration of backup validation results into the overall DR readiness picture Specific recovery time and recovery point objectives will be validated during discovery based on the City's operational priorities and existing backup infrastructure.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] 5p. Major Software Upgrades
• Upgrade plans reviewed with City stakeholders before any deployment begins • Testing conducted in a controlled or off-hours window where operationally feasible • Scheduled maintenance windows communicated to City staff with advance notice • Rollback plan documented before any major upgrade is applied • Post-upgrade validation and monitoring for a defined stabilization period Routine updates and security patches are included in the base monthly fee. Major infrastructure upgrades such as server OS migrations or new application deployments are proposed separately under optional fees with a defined scope, timeline, and cost before any work begins. 5q. Patch Management
• Critical and high-severity security patches: deployed as quickly as feasible following vendor release, testing, and City notification
• Monthly patch cycle: all standard OS and application patches deployed on a defined monthly schedule
• Server patching: conducted during defined maintenance windows to minimize operational impact • Workstation patching: deployed during off-hours or low-activity periods using RMM automation • JAMF-managed iOS devices: managed separately through Apple Business Manager and JAMF update policies
• Patch reporting: patch compliance status for servers and workstations included in weekly reports Patch management covers the City's Hyper-V environment (4 physical servers, 8 VMs), 89 Windows workstations, applicable network devices, and Microsoft 365-connected services.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] 5r. Network Downtime Scheduling and Communication
• Minimum 48-hour advance notice for planned maintenance windows requiring network downtime • Off-hours scheduling preferred for any maintenance that impacts user connectivity • Pre-maintenance notifications to City management and impacted staff via email and phone • Defined start and estimated completion times communicated before work begins • Status confirmation to City staff at maintenance completion • Emergency network downtime communicated immediately with an estimated restoration timeline City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 6: Monitoring
6a. Monitoring Tools and Strategies
Consultadd deploys a Remote Monitoring and Management (RMM) platform as the foundation of its 24/7/365 monitoring capability. The RMM platform covers all City-managed infrastructure including servers, workstations, network devices, firewalls, and backup jobs.

Monitoring
Category
What Is Monitored Alert and Response
Server and VM
Health
CPU utilization, memory, disk capacity,
uptime, critical services, and event logs for all
Hyper-V hosts (3 physical) and VMs (8) at
City Hall and Police Department
Alert to on-call engineer;
immediate investigation for
critical thresholds
Network and
Firewall
WatchGuard firewalls at 3 City locations;
switches and access points across all six City
sites
Alert to on-call technician;
escalation for persistent
connectivity loss
Endpoint Health Online/offline status, disk health, OS events for 89 Windows workstations
Flagged in ticket queue for
next available technician or
immediate response based on
severity
Backup Jobs Daily backup completion status for City's
cloud backup environment (approximately

2.3TB)
Immediate alert and
investigation for failed or
incomplete backup jobs
Security Events Firewall logs, endpoint protection alerts, failed login attempts, and policy violations
Triage and response per
incident severity; CJISrelevant events handled per
CJIS Security Policy
requirements
Application and
Services
Key server services and application
availability
Alert and automated restart or
escalation as applicable per
service type
6b. Communicating Monitoring Results to the City
• Weekly reports: monitoring activity summary, alerts triggered, actions taken, open issues, patch status, and backup status per RFP requirement
• Real-time alerts: critical events including system down, backup failure, and security events are communicated to the City's designated point of contact immediately upon detection • Monthly operational review: summary of monitoring trends, recurring issues, and infrastructure health presented to City management
• On-demand reporting: City management may request monitoring status summaries at any time City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 7: Management
7a. Reporting on System Status, User Needs, and Change Recommendations Report Frequency Audience Contents
Weekly Operations
Report
Weekly City IT point of contact
/ City Manager
System monitoring summary, help
desk activity, patches applied,
backup status, security events,
open issues, and planned activities
Monthly Service
Review
Monthly City management SLA performance, ticket volume
and category trends, recurring
issues, infrastructure health,
upcoming work, and risk items
Quarterly Business
Review
Quarterly City leadership / City
Manager
Strategic technology review, 12-
month roadmap progress, lifecycle
alerts, budget considerations, and
security posture summary
Incident Report As needed City point of contact
and leadership
Root cause, impact timeline,
remediation steps, and prevention
recommendations
7b. Changes in Technicians Assigned to the Contract
Consultadd recognizes that staffing continuity is a scored criterion in the City's evaluation. Our technician change process:

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] • Minimum 30 days advance written notice to the City for any planned technician change where operationally feasible
• Structured knowledge transfer period during which incoming and departing staff overlap on the engagement
• Introduction of new staff to City points of contact before they assume primary responsibilities • Full documentation of current-state infrastructure, open issues, and institutional knowledge before any transition
• Project Manager (Nisha K.) maintains continuity of service oversight and City relationship management through any personnel transitions
7c. IT Strategic Planning
Consultadd provides IT strategic planning as a core element of the managed services engagement:
• 12-month technology roadmap developed during initial onboarding and updated annually at the yearend quarterly business review • Hardware and software lifecycle tracking with refresh recommendations and budget estimates • Technology assessments identifying gaps, risks, and modernization opportunities aligned to the City's budget and operational priorities
• Proactive identification of end-of-life systems, unsupported software, and compliance risks before they become operational issues
• Vendor and contract management support covering license renewals, support contract tracking, and purchasing coordination
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 8: Documentation, Record Keeping and Reporting
8a. Routine Reporting Procedures
Consultadd's reporting model is built to give City leadership the right information at the right frequency.

All reports are delivered on a defined schedule and archived in the engagement knowledge base:
• Weekly report: system monitoring results, help desk activity, patches applied, backup job status, security events, and open issues per RFP requirement
• Monthly report: SLA performance, ticket volume and category breakdown, recurring issues, infrastructure health, completed project work, and planned activities • Quarterly business review: strategic technology discussion, roadmap progress, lifecycle register updates, budget considerations, and risk summary
Reports are delivered in a format agreed upon with the City, typically PDF or document attachment, and stored in the City's shared knowledge base directory.
8b. System Documentation and Change Records
Consultadd maintains a centralized knowledge base for all City-related documentation. Contents include:
• Network diagrams covering all City locations (City Hall, Police Department, Public Works, WWTP, Well 17, and the sixth location validated during onboarding) • Server infrastructure documentation: Hyper-V host and VM inventory, roles, storage configuration, and hardware specifications for all physical and virtual servers • Application inventory: business applications, versions, license information, support contacts, and system dependencies
• Asset inventory: 89 workstations, 4 physical servers, 8 VMs, 68 iOS devices, and all network devices • Firewall and network configuration documentation: WatchGuard rules, VPN settings, switch configurations, and access point profiles
• Change log: all configuration changes, patching, hardware replacements, and software updates documented with date, technician, and rationale
• Vendor and ISP contact matrix: SCADA vendor, printer vendor, camera and access control vendors, and all ISP and service contacts
• Runbooks: step-by-step procedures for common maintenance tasks, incident response, backup restoration, and emergency escalation
• CJIS access and compliance documentation maintained separately per CJIS Security Policy requirements
All documentation is accessible to City management upon request and updated on a continuous basis as changes occur.
8c. End-of-Contract Transition Documentation
At contract expiration or termination, Consultadd delivers a complete transition documentation package to support continuity under a successor provider or in-house management:
• Current-state network diagrams for all City locations City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] • Server and infrastructure configuration documentation • Complete current asset inventory
• All system credentials, securely transferred through an agreed-upon handoff process • Application inventory, licenses, vendor contacts, and renewal dates • Outstanding open tickets and their current status
• Active project documentation and status
• Runbooks and operational procedures developed during the engagement • Backup and DR documentation including recovery procedures and current backup configuration • CJIS compliance documentation and access records as applicable This documentation package will be finalized and delivered within 30 days of contract termination notice.

Consultadd will support a reasonable handoff period to protect the City's operational continuity during the transition.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 11: Transition
Overview
Consultadd's transition approach is designed to achieve operational continuity from day one, minimize disruption to City services, and build the documentation and access foundation required for long-term service quality. The transition is organized across three phases during the first 90 days.

The transition respects the City's ongoing operations, the sensitivity of Police Department and utility environments, and the staff's time. No Consultadd personnel will access CJIS-covered systems until all required fingerprinting, criminal history checks, and CJIS Security Addendum signing are complete.

Transition Phases
Phase Timeframe Key Activities Deliverables
Phase 1:

Access and
Discovery
Days 1 to 30 CJIS fingerprinting and background
check initiation for all applicable staff
• Secure credential and access
recovery from incumbent provider
or directly from City system owners
• Asset discovery across all six City
locations
• Network, server, and application
documentation baseline
• Stakeholder interviews: City
Manager, Finance Director,
department heads
• Ticket history review if available
from incumbent
Access and credential
register
• Preliminary asset
inventory
• Critical systems map
• Day-30 risk readout to
City management
• CJIS compliance status
report
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Phase Timeframe Key Activities Deliverables
• Backup environment validation
(confirm daily job coverage and
restorability)
• Critical systems mapping for
Police, WWTP, and City Hall
servers
• Monitoring platform deployment
and alert configuration
• PSA ticketing system setup and
workflow configuration
Phase 2:

Stabilization
Days 31 to
60 Monitoring normalization and alert
threshold tuning
• Patch baseline assessment for all
servers and workstations
• Backup validation test and
restorability confirmation
• Incident and escalation workflow
drills with City staff
• Vendor contact matrix finalized
(SCADA, printers, cameras, access
control, ISP)
• Weekly and monthly reporting
cadence established
• Council meeting A/V runbook
developed if optional scope is
awarded
• WatchGuard firewall configuration
documentation completed
Complete asset inventory
• Monitoring dashboard
operational
• Patch compliance
baseline report
• Backup validation
report
• Vendor matrix
• Weekly reporting
initiated
• Infrastructure
documentation draft
Phase 3:

Optimization
Days 61 to
90 12-month technology roadmap
developed and presented to City
leadership
• Security posture review and gap
recommendations
• Documentation completion:
network diagrams, runbooks, server
configs
• Lifecycle register created for
hardware, software, and licensing
end-of-life tracking
• M365 license usage audit for
subscription rationalization
• Optional service recommendations
with cost estimates
12-month technology
roadmap
• Full documentation
package
• Lifecycle register
• First QBR deck
• Optional service
recommendations
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Phase Timeframe Key Activities Deliverables
• First quarterly business review
scheduled
Incumbent Transition
The City has indicated that the current service provider's identity is not being disclosed as part of the RFP process. Consultadd's transition plan is designed to be provider-agnostic and does not depend on incumbent cooperation, although cooperation from the incumbent provider would accelerate the documentation phase.

Key elements of the provider-agnostic transition approach:
• Credentials and access recovered directly from City staff and system owners, not reliant on incumbent handoff
• Independent asset discovery using remote and on-site tooling rather than inheriting incumbent records • Network and server documentation built from live environment inspection • Backup environment validated through direct testing
• CJIS access established independently through the City Police Department process CJIS and Police Department Transition
The Police Department environment requires careful handling during the transition period:
• No Consultadd staff will access CJIS-covered systems until all fingerprinting, background checks, and CJIS Security Addendum signing are fully complete
• CJIS clearance processing is prioritized as the first administrative step following contract award • Physical infrastructure inventory at the Police Department location is conducted under escort for nonsystem access tasks during the clearance window • Police MDT, CLETS, and public safety systems are documented and baselined as soon as CJIS clearances are in place
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 12: Miscellaneous
12a. Additional Certifications, Credentials, and Licenses Certification / Credential Held By Relevance to City of Livingston GSA Multiple Award
Schedule (MAS)
Consultadd Inc. Federal procurement vehicle validating
competitive pricing and delivery capability;
provides future procurement flexibility
SOC 2 Type II Consultadd Inc. Third-party validated security, availability, and confidentiality controls for service delivery
operations
ISO 27001 Consultadd Inc. International information security management system certification
CMMC Ready Consultadd Inc. Cybersecurity Maturity Model Certification readiness supporting compliance-sensitive
public-sector environments
Microsoft Partner Consultadd Inc. Certified Microsoft capabilities relevant to City's M365, Hyper-V, Entra ID, and Windows
environment
AWS Advanced Tier Partner Consultadd Inc. Cloud delivery capability for backup, cloud services, and infrastructure modernization
options
DBE, MBE, SBE, and
related certifications
Consultadd Inc. Supplier diversity certifications supporting the City's contracting objectives
CompTIA Security+,
Network+, A+
Applicable
assigned staff
Foundational security and technical support
certifications
Microsoft 365 and Azure
Certifications
Applicable
assigned staff
M365 administration, Entra ID, and Azure
capabilities for City's Microsoft environment
ITIL Foundation Applicable
assigned staff
Service management framework supporting
structured help desk and escalation practices
CJIS Security Awareness
Training
All staff assigned
to Public Safety
systems
All staff assigned to CJIS-covered systems will
complete required training and clearance before
any Public Safety access is provisioned
12b. What Makes Consultadd Unique
Consultadd Public Services brings a combination of capabilities that align directly with the City of Livingston's evaluation priorities:

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Differentiator Why It Matters for the City of Livingston Cross-department
government operating
experience
The City requires support across City Hall, Police, Public Works, WWTP, and utilities. Consultadd has supported government clients with comparably diverse department mixes, understanding the different risk profiles, access controls, and operational rhythms of each environment.

CJIS-aware public safety
support
Police Department access requires a fundamentally different compliance posture. Consultadd's team completes required CJIS training, signs the Security Addendum, and maintains access discipline consistent with FBI CJIS Security Policy Version 6.0.

Microsoft 365 and HyperV depthThe City's primary environment is Microsoft-centric: M365, Hyper-V, Entra ID, Windows, and WatchGuard. Consultadd's Microsoft Partner status and certified team bring direct expertise in managing this environment.

Incumbent-agnostic
transition approach
Without a confirmed incumbent handoff, Consultadd's plan builds documentation through live discovery rather than inherited records, reducing the risk of knowledge gaps during the critical first 30 days.

Transparent and
predictable commercial
model
A fixed monthly fee with clearly separated optional services gives City leadership budget certainty. All optional and project work requires City authorization before it begins.

Named accountability at
every level
The City can identify the Executive Sponsor, Project Manager, Senior Engineer, and Field Technician by name and understand each person's role before award. There is no generic team structure.
15 years of public-sector
delivery
80+ public-sector clients and 250+ projects provide operational depth that shortens the learning curve and reduces transition risk for the City. 12c. CJIS Security Certificates
Consultadd currently has 50+ employees who hold a current CJIS Security Awareness / CJIS Security Certificate.

For the City of Livingston engagement, all Consultadd personnel assigned to roles requiring physical or logical access to the City’s Public Safety systems, CLETS-connected infrastructure, or CJIS-covered data will complete the City-required fingerprinting, criminal history check, CJIS Security Addendum signing, and any related CJIS training or certification requirements before access is provisioned.

Consultadd’s CJIS access model for the City includes:

1. CJIS-covered access limited to City-approved personnel only

2. No offshore or non-cleared access to CJIS-covered systems

3. Unique and identifiable usernames for all contractor personnel

4. MFA and secure remote access methods where supported

5. Access logging to support auditability and accountability

6. Immediate access removal when personnel leave the engagement or no longer require access

7. Security escalation for any incident involving Public Safety or CJIS-covered systems City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] System access to CJIS-covered systems will not be provisioned to any Consultadd employee or subcontractor until all City-required clearance, training, and access approval steps are complete. 12d. Familiarity with the CJIS Security Policy
Consultadd has direct experience supporting public-sector clients in law enforcement-adjacent environments. Our team's CJIS familiarity includes:
• Working knowledge of the FBI CJIS Security Policy (Version 6.0, dated December 27, 2024) covering access control, personnel security, audit and accountability, media protection, and incident response requirements
• Understanding of CJIS Security Addendum requirements and the signing obligations for all personnel with any logical or physical access to covered systems
• Remote access controls: all remote access to CJIS-covered systems is conducted through encrypted, MFA-protected sessions; no offshore or non-cleared staff may access CJIS systems under any circumstance
• Unique and attributable account management: all contractor staff maintain unique system usernames with full access logging to support audit requirements
• Incident response escalation: immediate notification to the City's designated CJIS System Officer or equivalent contact for any CJIS-relevant security event • No escorted access model: Consultadd's approach requires full CJIS compliance for all staff accessing covered systems, consistent with the City's Q&A response confirming that escorted remote access is not an acceptable substitute
12e. Technology Stack
Stack Category Type / Platform Role for City of Livingston RMM (Remote
Monitoring and
Management)
Professional RMM platform with
24/7/365 monitoring and remote
remediation capabilities
Continuous monitoring of all servers,
workstations, and network devices;
automated alerting; remote support;
patch deployment automation
PSA (Professional
Services Automation)
Enterprise ticketing and service
management platform
Ticket intake, categorization, SLA
tracking, resolution documentation,
weekly reporting, and time tracking
BDR (Backup and
Disaster Recovery)
Backup monitoring and
management tooling
Daily monitoring of City's existing
cloud backup environment (2.3TB);
failure alerting; restorability validation
coordination
Endpoint Protection
(EDR)
Endpoint detection and response
platform
Advanced threat detection and response
for Windows workstations and servers
across all City locations
Email Security Spam filtering platform
coordination
Management and alert review for City's
existing Inky spam filtering
deployment
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Stack Category Type / Platform Role for City of Livingston MFA Platform Microsoft Authenticator and
hardware authenticator support
Supporting the City's current MFA
deployment for all staff and systems
MDM (Mobile Device
Management)
JAMF with Apple Business
Manager
Managing 68 City-owned iOS devices;
blueprint and profile management;
remote wipe; app update enforcement
Identity and Access
Management
Microsoft Entra ID User and group management for 131
M365 licensed users; conditional
access policy management; CJIS-aware
access controls
Network Security WatchGuard firewall
management
Firewall rule management, VPN
configuration, and security log
monitoring for 3 City WatchGuard
firewalls
12f. Incident Response for a Security Event
Phase Actions

1. Identify Detection through monitoring alerts, user reports, or vendor notifications. Initial triage to confirm the event and classify severity. Immediate engagement of the Security and Compliance Lead.

2. Contain Isolation of affected systems, accounts, or network segments to prevent lateral movement. Affected systems taken offline or quarantined if required. CJIS-relevant systems handled per CJIS Security Policy protocols.

3. Communicate Immediate notification to the City point of contact and Project Manager (Nisha K.).

Escalation to Executive Sponsor (Bharat Bhate) for critical events. Notification to City's CJIS System Officer if CJIS-covered systems are involved.

4. Remediate Root cause identification and elimination. Malicious artifacts removed. Systems restored from clean backup where required. All affected credentials reset. Network access re-validated before system reconnection.

5. Recover and
Review
Full service restoration and validation. Post-incident documentation and root cause analysis report delivered to City management. Recommendations to prevent recurrence. Security control updates or runbook revisions as applicable. 12g. Ransomware Incident Response
To the best of Consultadd’s current knowledge, none of Consultadd’s managed IT clients have experienced a ransomware attack in the last 12 months.

If a ransomware event is suspected or confirmed in the City’s environment, Consultadd will follow an immediate, structured response process focused on containment, communication, backup validation, controlled recovery, and post-incident hardening.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Consultadd’s ransomware response process includes:

1. Immediate isolation of affected systems from the network to contain spread

2. Disabling of compromised accounts or access pathways

3. Notification to the City’s designated point of contact and escalation to executive and security resources

4. Assessment of whether Public Safety or CJIS-covered systems may be affected

5. Backup integrity validation before any restoration begins

6. Coordination with the City’s cyber insurance carrier, legal counsel, or external forensic partner if applicable

7. Restoration from clean backup where required

8. Full environment scan before restored systems are reconnected to the network

9. Documentation of the incident timeline, affected systems, recovery actions, root cause, and lessons learned

10. Security control updates, user awareness reinforcement, and runbook updates to reduce recurrence risk
For any ransomware event involving Public Safety systems, CLETS-connected infrastructure, or CJIScovered data, Consultadd will follow the City’s escalation requirements and applicable CJIS incident handling procedures.
12h. Backup Validation Strategy
• Daily backup job monitoring: automated alerts for any backup failure or incomplete job in the City's cloud backup environment
• Monthly backup health review: verification that all critical systems are included in backup scope, that retention periods are being met, and that backup data sizes are consistent with expectations • Periodic restorability testing: scheduled restoration tests to confirm that backup data can be recovered within acceptable timeframes. The City has confirmed a successful restorability test was completed within the past year.
• Restore test documentation: each test is documented with test date, systems tested, recovery time, data integrity result, and any issues identified
• Backup validation report: included in monthly operational reporting to City management Restorability testing cadence will be defined in the services agreement based on the City's requirements and the criticality of covered systems.
12i. Independent Third-Party Penetration Testing
Yes. Consultadd has supported and coordinated independent third-party penetration testing and security assessment activities for client environments. Due to client confidentiality, Consultadd does not disclose client names or sensitive test details in proposal responses.

Consultadd’s role in third-party penetration testing typically includes:

1. Coordinating test scope, timing, and rules of engagement with the client and testing provider

2. Preparing system owners, vendors, and technical contacts for the assessment

3. Supporting secure access and testing windows where required

4. Reviewing findings with the client and third-party tester City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected]

5. Prioritizing remediation actions based on severity, exploitability, and operational impact

6. Tracking remediation through closure

7. Updating documentation, runbooks, and security controls based on validated findings For the City of Livingston, independent penetration testing can be provided as an optional service. If the City elects to proceed, Consultadd will help define scope, coordinate the third-party provider, review findings with City leadership, prioritize remediation, and track corrective actions through completion. 12j. PCI Compliance Familiarity
Consultadd has familiarity with PCI DSS requirements as they apply to managed IT infrastructure.

Relevant practices we apply in applicable client environments:
• Network segmentation support to isolate payment card processing systems from general City IT infrastructure
• Firewall rule review and documentation consistent with PCI DSS network access control requirements
• Patch management cadence aligned with PCI DSS timeframes for critical patch deployment • Access control and logging practices consistent with PCI DSS access management and audit requirements
• Coordination with the City and its PCI Qualified Security Assessor if the City's environment undergoes a formal PCI assessment
Consultadd is not a PCI QSA firm and does not provide PCI certification services. We support the infrastructure management practices that underpin the City's compliance posture. 12k. Additional Cloud Solutions and Technology Options
Consultadd offers the following additional technology solutions as optional services for the City of Livingston's future needs:
• Microsoft Azure cloud services: cloud backup redundancy, Azure Virtual Desktop for business continuity, or cloud-hosted application options for operational flexibility • Microsoft 365 optimization: license usage audit to right-size the City's 131 M365 licenses; Teams telephony options to consolidate VoIP and collaboration into a single platform • Enhanced security monitoring: expanded security event correlation or coordination with a managed SOC for around-the-clock threat monitoring beyond standard RMM security alerting • Digital accessibility readiness: DOJ Title II requires local governments under 50,000 population to meet web and mobile accessibility standards by April 2028. Consultadd can support website accessibility planning in coordination with the City's optional web support scope. • Hardware lifecycle planning: with workstations averaging approximately 5 years in age, a structured refresh plan coordinated through applicable cooperative purchasing vehicles can be built into the firstyear roadmap • Subscription and license rationalization: the City's software subscription obligations can be audited and right-sized during the first 90 days to eliminate unused capacity and reduce costs City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Appendix
A. Key Personnel Resumes
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] May 29, 2026
Monica Cisneros
Deputy City Clerk
City of Livingston
[email protected]
Re: Proposal for Information Technology Services
City of Livingston, California
Dear Ms. Cisneros and Members of the Evaluation Committee:

Consultadd Inc. (dba Consultadd Public Services) is pleased to submit this proposal in response to the City of Livingston's Request for Proposals for Information Technology Services. We understand that the City depends on reliable, secure, and responsive technology operations to serve its community of approximately 14,000 residents across City Hall, Police, Public Works, Water, Wastewater Treatment, and Council operations. This proposal presents our approach to providing stable, accountable managed IT services for the term of the contract.

Founded in 2011, Consultadd Public Services has spent 15 years delivering managed IT services, cybersecurity, infrastructure support, and strategic technology planning to public-sector clients across the United States. We have supported 80+ public-sector organizations, completed 250+ IT projects, and maintain delivery operations in 44 states. Our team understands what it means to support lean government operations where every system matters and the community's services depend on technology running reliably around the clock.

For the City of Livingston, we propose a comprehensive managed IT services model covering 24/7/365 monitoring, on-site support three times per week, CJIS-compliant Police Department support, endpoint and Hyper-V server management, backup oversight, cybersecurity, and strategic planning. We have reviewed the RFP and Q&A responses in detail, and this proposal directly addresses the City's specific environment: its 89-workstation Windows infrastructure, JAMF-managed iOS fleet, WatchGuard firewalls at three locations, Microsoft 365 platform, and CLETS-connected Police operations.

We are confident that Consultadd Public Services brings the operational depth, public-sector experience, CJIS awareness, and California delivery capability to support the City of Livingston from day one. We welcome the opportunity to introduce our team during the interview process.

Respectfully submitted,
Bharat Bhate
Executive Sponsor
Consultadd Inc. (dba Consultadd Public Services)
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Table of Contents
SECTION 1: GENERAL COMPANY INFORMATION ....................................................................... 3 SECTION 2: REFERENCES..................................................................................................................... 5 SECTION 3: STAFFING ........................................................................................................................... 9 SECTION 4: SECURITY......................................................................................................................... 15 SECTION 5: SERVICES.......................................................................................................................... 20 SECTION 6: MONITORING.................................................................................................................. 29 SECTION 7: MANAGEMENT ............................................................................................................... 30 SECTION 8: DOCUMENTATION, RECORD KEEPING AND REPORTING............................... 32 SECTION 9: FEES.................................................................................................................................... 34 SECTION 10: OPTIONAL FEES ........................................................................................................... 37 SECTION 11: TRANSITION .................................................................................................................. 39 SECTION 12: MISCELLANEOUS ........................................................................................................ 42 City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 1: General Company Information
1a. Company Overview
i. Year Started and Years Providing Managed IT Services Consultadd Inc. was founded in 2011. The company has provided managed IT services and help desk support to public-sector clients for 15 years. Consultadd Public Services is the company's dedicated government practice, serving federal, state, and local government clients with a focus on operational reliability, security, and long-term partnership.
ii. Number of Customers and Average Organization Size
Consultadd Public Services has supported 80+ public-sector clients across the United States. Client organizations range from small municipalities similar in scale to Livingston, with fewer than 200 employees and multiple locations, to mid-sized regional authorities and utilities. The City of Livingston, with approximately 106 supported staff across six locations, aligns well with our core municipal client profile.
iii. Number of Employees
Consultadd Inc. employs 600+ professionals, including systems engineers, help desk technicians, security specialists, cloud architects, project managers, and account management staff. The team supporting the City of Livingston will be drawn from this pool, ensuring access to deep technical expertise across all required service areas.
iv. Background and History
Consultadd Inc. was incorporated in 2011 and established its public services practice to address the distinct technology needs of government agencies. Over 15 years, the company has built a national delivery capability with deep expertise in municipal IT operations, public safety technology environments, utility infrastructure, compliance frameworks, and Microsoft ecosystem management.

Key organizational credentials:
• GSA Multiple Award Schedule (MAS) holder
• SOC 2 Type II certified
• ISO 27001 certified
• CMMI assessed
• CMMC Ready
• AWS Advanced Tier Partner
• Microsoft Partner
• Multiple DBE, MBE, SBE, and supplier diversity certifications • 250+ IT projects completed for public-sector clients in the U.S. • Operations supporting clients in 44 U.S. states
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] v. Office Locations
Consultadd Inc. is headquartered at 175 Greenwich Street, 38th Floor, New York, NY 10007.

Consultadd maintains a delivery presence and local office access across 44 U.S. states, including California. Field support and scheduled onsite visits for the City of Livingston will be coordinated through our California delivery network, with resources available for the three-visit-per-week schedule confirmed in the RFP Q&A.
1b. Pending Lawsuits, Judgments, or Liens
No. Consultadd Inc. has no pending lawsuits, judgments, or liens against the organization that would negatively impact its ability to provide managed IT services to the City of Livingston. 1c. Current Investigations
No. Consultadd Inc. is not currently under investigation by any entity.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 2: References
2a. Client References
Consultadd Public Services has selected the following references because they align closely with the City of Livingston’s need for reliable managed IT services, help desk support, cybersecurity, endpoint management, infrastructure support, backup oversight, onsite and remote assistance, and public-sector service continuity.
i. Longest-Supported Client
Item Response
Client Marin Housing Authority
Reference Kim Dolan, IT Director
Email [email protected]
Phone (415) 491-2525 Ext. 704
Duration January 2025 – Ongoing
Services
Provided
Managed IT services, CIO advisory, cybersecurity services, 24/7 monitoring, helpdesk support, network management, endpoint protection, Microsoft 365 backup support, firewall support, infrastructure documentation, onsite support, and remote support Marin Housing Authority is included as Consultadd’s longest-supported reference among the client references provided for this proposal. The engagement is highly relevant to the City of Livingston because it involves full-service managed IT and cybersecurity support for a public agency with compliance obligations, distributed users, endpoint security needs, backup requirements, and a need for consistent help desk responsiveness.

Consultadd’s work for Marin Housing Authority includes centralized endpoint management, Microsoft 365 support, backup protection, firewall support, help desk operations, onsite technician visits, remote troubleshooting, asset tracking, and recurring technology governance through stakeholder meetings and Quarterly Business Reviews. The engagement also demonstrates measurable service performance, including structured ticketing, SLA tracking, average first response time reporting, and proactive infrastructure improvement.
ii. Nonprofit or Other Organization with Similar Support Needs Item Response
Client Marin Housing Authority
Reference Kim Dolan, IT Director
Email [email protected]
Phone (415) 491-2525 Ext. 704
Duration January 2025 – Ongoing
Services
Provided
Managed IT, cybersecurity, helpdesk support, endpoint protection, network management, Microsoft 365 backup, secure remote access, onsite and remote user support, and infrastructure resilience planning
Marin Housing Authority is also relevant to the City’s requested nonprofit or similar-organization reference category because it is a mission-driven public agency with a lean operating environment, compliance-sensitive systems, and a need for stable technology support. Consultadd supports the agency City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] as an extension of its internal team, helping improve system reliability, endpoint visibility, backup readiness, security posture, and user support quality.
iii. Organization with Comparable Infrastructure, Remote Access, and Support Requirements Item Response
Client Madison Metropolitan Sewerage District
Reference Batina Culver, District Manager
Email [email protected]
Phone Available upon request
Duration October 2025 – Ongoing
Services
Provided
24x7 response to Priority 1 tickets, helpdesk support, hardware management, onboarding support, support for COTS systems, support for custom-developed solutions, secure access support, L1/L2 support, ticketing, SLA tracking, reporting, and quality review practices
Madison Metropolitan Sewerage District is included because it reflects a public infrastructure environment with business-critical systems, support needs across standard and operational applications, and a requirement for timely response to escalated issues. This reference is relevant to the City of Livingston’s Public Works, wastewater, utility, hardware, application, and remote support needs.

Consultadd supports MMSD through a structured L1/L2 service model that includes ticket triage, hardware and software troubleshooting, printer and AV support, PC builds, onboarding and offboarding, VPN and Microsoft 365 support, account and access management, application support, centralized ticketing, SLA tracking, reporting, and root cause analysis for recurring priority issues. This experience is directly applicable to Livingston’s need for dependable operational support across departments and systems.
iv. Recently Started Client Since January 1, 2014
Item Response
Client City of Olmos Park, Texas
Reference Ashley Maus
Email [email protected]
Phone 210-824-3281 ext. 303
Duration December 2025 – Ongoing
Services
Provided
Managed IT services, onboarding and transition, help desk support, proactive monitoring, server and network support, cloud platform support, end-user device support, cybersecurity, endpoint protection, email security, MFA, vulnerability assessments, incident response, backup management, disaster recovery planning, business continuity support, reporting, QBRs, and IT roadmap support The City of Olmos Park is included as a recent municipal reference and is highly relevant to the City of Livingston because it reflects direct city government managed IT service delivery. Consultadd’s work for Olmos Park includes stabilizing day-to-day IT operations, improving visibility, supporting critical public safety and administrative functions, strengthening cybersecurity, improving documentation, and supporting a structured transition from the incumbent provider.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] This reference demonstrates Consultadd’s ability to support a small municipal environment with a practical managed services model that includes help desk support, infrastructure management, cybersecurity, backup and disaster recovery planning, regular reporting, quarterly reviews, and long-term technology roadmap development.
v. Additional Relevant Public-Sector Utility and Microsoft Modernization Experience Item Response
Client Municipal Water District of Orange County (MWDOC) Reference Steven Hung, Sr. Financial Analyst / Database Analyst Email [email protected]
Phone Available upon request
Duration Ongoing
Services
Provided
Microsoft Dynamics 365 Finance implementation, ERP configuration, fund accounting setup, data migration from AccuFund, Paylocity integration, reporting enablement, user training, and post-go-live stabilization support
Consultadd Public Services is supporting the Municipal Water District of Orange County with the implementation of a cloud-first Enterprise Resource Planning solution using Microsoft Dynamics 365 Finance. The engagement includes financial system configuration, fund accounting setup, data migration from AccuFund, integration with Paylocity, reporting enablement, user training, and post-go-live stabilization support to modernize the District’s financial and operational workflows.

This experience is relevant to the City of Livingston because it demonstrates Consultadd’s ability to support a California public-sector water agency with mission-critical business systems, financial operations, data migration, user adoption, and stabilization after go-live. While this engagement is separate from the City’s requested managed IT and help desk reference categories, it reinforces Consultadd’s broader ability to support public agencies that operate utility-related services, finance functions, Microsoft-based platforms, and operational systems that require careful coordination, documentation, and continuity.

For Livingston, this experience strengthens Consultadd’s understanding of public-sector utility environments and the need to balance daily technology support with long-term modernization planning across administration, finance, public works, water, and wastewater-related operations. 2b. Vendor References
Consultadd Public Services maintains active vendor relationships that support public-sector managed IT services, Microsoft licensing, cloud infrastructure, endpoint management, cybersecurity, hardware procurement, and service delivery. The vendor references below meet or exceed the City’s requested annual obligation threshold of $48,000.

Vendor
Reference
Services / Products Annual
Obligation
Contact

TD SYNNEX
Corporation
Microsoft CSP / GCC
licensing, including Office
365 G3, Office 365 F3,
Microsoft Entra ID P1, Power
$48,000+
annually
800-756-1888
[email protected]
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] BI Pro, and Microsoft Teams
Rooms Pro
Watchguard Firebox M5800 with 3 Year
Total Security
$48,000+
annually
[email protected]
TD SYNNEX is included because Consultadd maintains Microsoft CSP / GCC licensing transactions through TD SYNNEX that exceed the annual obligation threshold requested by the City. 2c. Technology Partners
Consultadd Public Services maintains a technology ecosystem that supports managed IT services, cybersecurity, cloud infrastructure, endpoint management, Microsoft 365 administration, backup and disaster recovery, and network operations. The most relevant technology areas for the City of Livingston include:

Technology Area Relevant Platforms /
Capabilities
Relevance to the City of Livingston
Microsoft
Ecosystem
Microsoft 365, Entra ID, Teams,
Exchange Online, SharePoint,
OneDrive, Windows Server,
Hyper-V
Supports the City’s Microsoft 365
subscriptions, identity environment,
Windows workstations, and Hyper-V
server infrastructure
Endpoint
Management
RMM, remote support, patching,
endpoint inventory, endpoint
performance monitoring
Supports workstation management,
automated patching, remote
troubleshooting, and asset visibility
Mobile Device
Management
JAMF and Apple Business
Manager support
Supports the City’s iOS phones and iPads
currently managed through JAMF
Cybersecurity Endpoint protection, email
security, vulnerability
management, firewall monitoring,
incident response
Supports the City’s cybersecurity,
ransomware readiness, and public safety
compliance needs
Backup and
Disaster Recovery
Microsoft 365 backup, cloud
backup monitoring, restorability
validation, DR planning
Supports backup monitoring, recovery
readiness, and disaster recovery planning
Network and
Firewall Support
WatchGuard, Cisco, Juniper,
Ubiquiti, Fortinet experience,
VPN support
Supports the City’s firewall, switch,
wireless, and connectivity environment
Service
Management
Ticketing, SLA tracking,
reporting, root cause analysis,
escalation workflows
Supports weekly reporting, ticket visibility,
escalation, and continuous service
improvement
Cloud
Infrastructure
AWS and Microsoft Azure Supports optional future cloud, backup, infrastructure modernization, and business
continuity needs
Consultadd’s technology approach is flexible and practical. We can manage the City’s existing tools where they are working well, recommend improvements where there is a clear operational or security benefit, and keep any new tooling decisions transparent, cost-conscious, and aligned with the City’s priorities.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Section 3: Staffing
3a. Organizational Chart
Consultadd Public Services will support the City of Livingston through a layered service delivery model with named leadership, defined escalation paths, and specialized technical coverage. This structure gives the City day-to-day responsiveness while maintaining access to senior systems, network, cybersecurity, compliance, and strategic advisory resources when needed.

Level Role Proposed
Resource
Reports To Primary Function
Executive
Oversight
Executive
Sponsor
Bharat
Bhate
Consultadd
Executive
Leadership
Contract oversight, executive
relationship, issue escalation,
quarterly leadership reviews,
and long-term service alignment
Engagement
Management
Project Manager
/ Service
Delivery
Manager
Nisha K. Executive
Sponsor
Day-to-day service delivery
oversight, SLA monitoring,
reporting, ticket trend review,
transition coordination, and City
stakeholder communication
Strategic /
Security
Advisory
vCIO / Security
& Compliance
Advisor
Thomas
Wolfe
Project
Manager /
Service
Delivery
Manager
IT roadmap support,
cybersecurity governance, risk
management, disaster recovery
planning, vendor management,
budget planning, and executive
advisory
Infrastructure
Leadership
Senior Systems /
Network
Engineer
Joseph
Stokes
Project
Manager /
Service
Delivery
Manager
Server, network, Microsoft 365,
VPN, public safety technology
support, backup coordination,
and Tier 3 escalation
Field and L2
Support
Field Support /
L2 Systems
Engineer
Florian
Andrade
Senior Systems
/ Network
Engineer
Scheduled onsite visits,
endpoint support, Microsoft
365/Azure AD support,
Windows Server support,
Hyper-V support, backup
support, and documentation
Help Desk
Support
Help Desk /
Technical
Support
Specialist
Brandon
Edgar
Project
Manager /
Service
Delivery
Manager
Tier 1/Tier 2 help desk support,
ticket intake, user assistance,
Microsoft Office support,
documentation, and escalation
Cybersecurity
Risk Support
Cybersecurity
Risk Advisor
Ngum Che vCIO /
Security &
Compliance
Advisor
Cybersecurity risk assessment,
incident response planning,
backup/DR validation support,
risk register development,
security control review, and
compliance documentation
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] 3b. Staff Supporting the City of Livingston
The City of Livingston will be supported by a blended team of management, field support, remote help desk, infrastructure engineering, cybersecurity, and strategic advisory resources. The team is designed to support the City’s hybrid onsite and remote service needs, including scheduled onsite support three times per week, 24/7/365 help desk coverage, public safety system support, Microsoft 365 administration, Hyper-V server management, WatchGuard firewall support, JAMF-managed iOS devices, backup monitoring, routine reporting, and strategic planning.

Role Proposed
Resource
Primary Responsibilities Availability
Executive
Sponsor /
Contract
Executive
Bharat
Bhate
Executive oversight, contract authority,
City leadership escalation, quarterly
business reviews, and long-term service
alignment
Available for City
leadership meetings and
escalations; quarterly
review minimum
Project Manager
/ Service
Delivery
Manager
Nisha K. Day-to-day service coordination, SLA
tracking, weekly reporting, monthly
service review coordination, ticket trend
analysis, issue escalation, transition
oversight, and City stakeholder
communication
Available during
business hours and for
scheduled City
management meetings
vCIO / Security
& Compliance
Advisor
Thomas
Wolfe
IT roadmap support, cybersecurity
governance, risk management,
compliance advisory, vendor
management, disaster recovery and
business continuity planning, budget
planning support, and QBR advisory
Available for monthly or
quarterly advisory
support and escalations
involving governance,
risk, security, or
strategic planning
Senior Systems /
Network
Engineer
Joseph
Stokes
Windows Server support, Microsoft 365
and Intune support, VPN support, public
safety technology support, network
administration, backup coordination,
RMM/MSP tool support, endpoint
security coordination, and Tier 3
escalation
Available during
business hours and oncall for critical
escalations
Field Support /
L2 Systems
Engineer
Florian
Andrade
Scheduled onsite visits, workstation
support, Windows Server support,
Microsoft 365/Azure AD administration,
Hyper-V support, backup support,
desktop support, user support,
documentation, and onsite coordination
Three visits per week,
three hours per visit,
with additional
availability for approved
onsite needs
Help Desk /
Technical
Support
Specialist
Brandon
Edgar
Tier 1/Tier 2 support, ticket intake, user
assistance, Microsoft Office and Office
365 support, hardware/software
troubleshooting, documentation, training
support, and escalation to senior
technical resources
24/7/365 help desk
coverage based on
agreed priority levels
Cybersecurity
Risk Advisor
Ngum Che Security gap assessment, NIST-aligned
risk review, incident response planning,
backup and DR validation support, risk
register development, vulnerability
Available for scheduled
security reviews,
incident response
support, and
City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] management coordination, and security
reporting support
compliance-related
activities
All personnel assigned to Public Safety systems or CJIS-covered environments will complete the Cityrequired fingerprinting, criminal history check, CJIS Security Addendum signing, and related security requirements before access is provisioned. Consultadd will maintain unique and identifying usernames for contractor staff to support accurate access logging and accountability. 3c. Annual Staff Retention Rate
Consultadd understands that staff continuity is important to the City’s evaluation and to the success of the managed services engagement. Consistent staffing reduces transition risk, preserves institutional knowledge, improves user trust, and supports reliable service delivery across City departments.

Consultadd tracks staff continuity and uses structured retention practices to maintain stable delivery teams for public-sector clients. Our retention approach includes clear career paths, certification support, internal mentoring, cross-training, documented knowledge transfer, and escalation coverage across help desk, field support, systems administration, network support, cybersecurity, and service management functions.

Year Annual Staff Retention Rate Notes
2023 88% Company-wide / managed services delivery retention 2024 85% Company-wide / managed services delivery retention 2025 86% Company-wide / managed services delivery retention For the City of Livingston, Consultadd will maintain continuity through named management and technical accountability. Nisha K. will serve as Project Manager / Service Delivery Manager, Bharat Bhate will provide executive oversight, and the proposed technical team will be supported by documented runbooks, shared knowledge bases, and cross-trained backup resources.

City of Livingston IT Services RFP May 29, 2026
Consultadd Inc. (dba Consultadd Public Services) +1 888 771 9958 | [email protected] Retention Area Consultadd Approach
Account continuity Nisha K. will remain responsible for service coordination, reporting, issue tracking, and City communication
Executive
continuity
Bharat Bhate will provide executive oversight and remain available for leadership escalation and quarterly business reviews
Technical
continuity
Joseph Stokes and Florian Andrade will be supported by documented runbooks, shared knowledge bases, and escalation coverage Security continuity Thomas Wolfe and Ngum Che will provide senior cybersecurity, risk, and compliance support for security-sensitive issues
Knowledge transfer Any planned staffing change will include transition notes, documentation review, and overlap where operationally feasible
Training and
development
Staff receive ongoing technical, cybersecurity, service management, and client communication training
If a staffing change becomes necessary during the contract term, Consultadd will notify the City in advance where operationally feasible, introduce the replacement resource, and complete knowledge transfer before the new resource assumes primary responsibility. 3d. Resumes of Onsite Staff
Resumes for the proposed staff are included in the proposal appendix. The resumes demonstrate direct experience in managed services, municipal/public-sector technology support, Windows Server, Microsoft 365, Hyper-V, network administration, help desk operations, cybersecurity, risk management, disaster recovery, and service delivery.