Technology Support for Major City’s Transit System

Project Description

A major Transit Authority was seeking a partner to support the managed services for their network, servers, desktops, monitoring, and help desk functions. The Transit Authority desired integrated support services that include installation and integration of new equipment, proactive fault monitoring, technician dispatch for break/fix, troubleshooting, performance monitoring, reporting, and a single point of contact for all IT related issues.

Project Goals

The Transit Authority contracted with SDI to provide Technology Support Services for more efficient operations of their network and help desk.

Services Delivered

SDI services delivered, include but are not limited to the following:

• Overall IT Service Management
• Network Operations Center (NOC) – 24/7/365
• Network Support – 2000+ switches, routers, servers, network video recorders and storage arrays
• Monthly capacity and performance trending reports
• PC Management – 3500 desktops and mobile devices supported over 190 sites via SCCM and field support
• Support of specialized industrial PCs, kiosks and printers
• Server Management/Support – Active Directory Servers, File and Print servers, Application
• Email migration to Office 365
• Help Desk with Level 1 support and user account administration
• Projects – Network Upgrade, AD Migration, Ruggedized PC Deployment, password self- service port security, mobile device encryption

Project Results

• SDI improved performance and established service levels to ensure stability, reliability, and availability of the Transit Authority’s Network.
• Over 97% customer satisfaction rating, zero missed SLAs over the last 12 years

SDI is the single provider to manage the Authority’s network infrastructure, desktop environment, back-up recovery services, software management, and network and enterprise system monitoring.