CAD Resident Systems Administrator Services

Project Description

SDI Presence was contracted to provide a Resident Systems Administrator (RSA) who would provide ongoing system administration support services for a West Coast police department, and troubleshoot general support issues for all Hexagon-furnished CAD system software installed.

Project Goals

The Department required a dedicated, responsive partner to install, maintain, repair, provide comprehensive technical support and inventory management of the airports integrated safety and security systems. Strict Service Level Agreements govern the program, including 99.9% system uptime requirements.

Services Delivered

SDI services include but are not limited to maintaining the following:

• Serving as front line support for dispatchers and call-takers
• On-site support CAD system servers, mobile devices, and dispatch workstations
• Lead for system upgrades
• SQL database tasks
• Solving all problems related to the system
• Providing on-site presence and a face for the CAD systems
• Ongoing training
• Meet the demands of multiple stakeholders, e. g., personnel, third-party vendors, and Hexagon, to successfully complete assigned tasks as needed

Project Results

The project is ongoing, and SDI is currently providing the following services:

• CAD system efficiency updates: Workflows, Interfaces, and server updates
• Updating to newest Maintenance Release of CAD software Creating more custom customer configurations to better suit their needs