CUSTOMER ISSUE

A lead provincial agency developed a regional GPS network in the Greater Vancouver Regional District. Global Minds Inc. was contracted to provide GPS Application Server Infrastructure Operation and Maintenance, GPS Application Software Operation and Maintenance, and GPS Service Client Support and Administration

PROJECT DELIVERABLES

GPS Application Server Infrastructure Operation and Maintenance

• Engineered and deployed the Application Server hosting infrastructure. Selected, procured, and established all server components such as the Application Server rack, T1 connectivity, and the network backbone routers
• Developed networking and IP assignment policies; established a network security policy
• Selected, implemented, and configured a Network Management System (NMS) to track a number of critical Application Server operating parameters. Implemented automated system alerts and developed service procedures for responding to alert notifications
• Established standard Application Server Operation and Maintenance procedures such as System Backup, Security Updates, and Disaster Recovery
• Performed preventative maintenance tasks, such as applying operating system fixes, creating recovery images of the Application Server disk partitions, and examining the Application Server environment for security vulnerabilities and malicious code

GPS Application Software System Operation and Maintenance

• Established the GPS Application Software production system. Engineered and deployed a Backup Application Software server utilizing disk clustering and system standby concepts
• Configured the established Network Management System (NMS) to track a number of critical Application Software performance parameters. Implemented automated performance alerts and developed service procedures for responding to alert notifications
• Established standard Application Software System Operation and Maintenance procedures such as User Database Backup, Application Updates, and Performance Monitoring
• Developed and implemented a issue escalation procedure to engage third party vendors in the issue resolution

GPS Service Client Support and Administration

• Establishing 24x7 Service Centre support infrastructure and procedures
• Establishing Maintenance windows for the Application Server, Application Software System, and Service Network
• Established procedures and systems for service usage monitoring. Developed and operationalized usage reporting templates and processes
• Developed and established procedures for customer issue resolution and escalation. Selected, implemented, and configured a Trouble Ticketing system to record, track, and managed system and customer raised issues
• Worked with the Ministry to establish guidelines for documentation standards. Prepared written standards and guidelines for the Ministry and for a number of Municipal stakeholders
• Help presentations of the standards and procedures to the Ministry staff, clients, and vendors
• Prepared training materials and conducting training sessions to Municipal partners and corporate clients