NORTH AMERICAN WIRELESS INFRASTRUCTURE PROVIDER: 

Specific Integration designed, developed, and implemented a nationwide remote site monitoring system. The application integrates with a custom built monitoring system that monitors the health of critical devices, such as power, lighting, generators, fuel tanks, etc. Automated notification and tracking processes were developed for maintenance and repairs, as well as NOTAM notification in order to meet FAA and FCC requirements. 

The NOTAM notification and tracking capability enabled this company to significantly reduce government fines due to noncompliance. 

GLOBAL INTERNET SERVICE PROVIDER:

Specific Integration built a global system for internal/external trouble ticketing and SLA notification generation with enterprise wide integration. The applications currently support in excess of 500 simultaneous users.
Applications include:

 Internal and external help desk 
 SAP/material broker/order tracking integration 
 NOC call tracking 
  Field engineering service support 
 Customer network service 
  Global maintenance planning 
  End user support service 
 Return material authorization  

Functionality was developed into Sybase and Oracle for customer, hub, equipment and field engineering information. Parent/child relationships were developed for data with network devices and customers to maintain SLA notifications. Metrics were established based on business rules for all different business units in the enterprise and data pushed to the appropriate reporting.

CABLE SYSTEM: 

SI configured and implemented customer support systems for Tier 0 - Tier 3 for cable modem customers. Integration into the provisioning system for auto-population of tickets was established. Oracle integration was also accomplished supporting enterprise cable service business rules. Auto-ticket generation through the NOC was developed through integration with Netcool. 

Human Resource applications were designed, developed and implemented managing the "cradle to grave" life cycle of an employee and their assets. Integration with existing HR and legacy infrastructure systems was accomplished.

FEDERAL AGENCY: (Civilian Regulatory)

SI developed an agency wide application for asset management, lifecycle maintenance and trouble ticketing for various devices. These devices were deployed nationally, but were organized regionally. Management of the devices was accomplished through the establishment of business rules meeting the complex system requirements of the regional and sectional organization. Workflow requirements called for a notification rule set that takes into consideration problem severity, region, time of day skill level, and the availability of notification recipients. Notification rules also consider whether the affected device provides service to multiple regions. The implemented system integrates with Netview and Tiviloi Event Console.

MILITARY SERVICE:

SI worked with a military NOC to support local base level network requirements as well as 28 other base level regions in both the United States and over seas. An application was also implemented to allow NOC technicians on deployment to submit and update tickets assigned to the NOC. "Tickets" were enabled to be passed from region to region for troubleshooting circuits, trunks and routers used by the service and DISA.