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IT Security Support contract to resolve system related failures impacting thousands of CONUS users of a US Security Agency after the completion of a major platform upgrade and expansion of digital certificates.


J5 Consulting provided the following solutions to resolve our client’s certificate failures and user frustrations as follows:

Solution Points:

  • Provided Public Key Infrastructure (PKI) and Identity and Access Management (IAM) subject matter experts (SMEs) to diagnose and resolve the customer’s digital certificates implementation issue.
  • Provided Registration Authority (RA) and Trusted Agent (TA) services for Certificate Authorities (CAs) on classified and unclassified federal government networks in creating and managing keys for use with soft and hard tokens.
  • Supported client’s Tier 1, Tier 2 and Tier 3 help desk issue resolution efforts ensuring successful PKI problem resolution for users experiencing authentication failures.


Our solution enabled our customer to remain compliant with the root CA’s Certificate Policy (CP) statement as well as resolved the large volume of help tickets resulting from certificate related authentication failures.