Customer Support Center (CSC)
The CSC serves as the focal point for assistance with Naval Reserve and other Department of Defense command issues related to infrastructure, software and hardware activities. The area is currently staffed by 17 personnel with hours of operations from 7:00 – 16:30 on Mondays through Fridays and 10:00 – 14:30 on Saturdays and Sundays. The East Coast (Norfolk, Va.) and West Coast (San Diego) ship support centers are serving as an extension of the CSC and are connected via the Internet to the CSC’s state-of-the-art problem solution system. This system is being use for reporting, tracking and resolving trouble tickets via a knowledge base, which provides recommended solution scenarios for call center personnel to use in solving problems. More than 85 percent of calls to the CSC and waterfront support activities are resolve at the call center level (tier1) without having to be transferred to tier II level personnel such as developers or system engineers.
Computer Operations Center (COC)
The COC serves as the operational hub for both Naval Reserve and Defense Department level systems and communication networks. The COC is currently staffed by 15 personnel with 24 hours-a-day, seven-days-a week coverage. The primary function of the COC is to monitor, back up and track the status of approximately 37 Naval Reserve and DoD level applications systems being used throughout the world for such a tasks as recruiting, payroll, budget, mobilization and personnel recording. This support is taking place in a state-of-the-art facility with guaranteed back-up power (UPS and generators) and leading-edge switching technology that allows for optimization of space and human resources required for operational oversight.
Database Administration (DBA)
DBA provides test, development and production database administration services for Naval Reserve and DoD level application systems. Additionally, DBA provides repository management services and configuration management assistance as part of its administrative oversight responsibilities. The area currently has a staff of six with 7:00 - 16:00 coverage Monday through Friday.