Since the mid-1980s, the Miami-Dade Aviation Department (MDAD) has relied on Black Box for its telephony and data infrastructure. Traditional services included voice communications, installation and maintenance of PBX switches, telephones, IT services, data network equipment, cabling, and moves/adds/changes (MACs).
In 2004, the Miami-Dade Aviation Department contracted Black Box to establish the Miami International Airport Help Desk/Network Operations Center based on a Nortel/Avaya® system. Black Box made it a proactive, centralized communications point for all service-related issues within Miami International Airport (MIA) and Miami-Dade County Regional Airports. Black Box now provides Tier 1 service at MIA and operates the 24/7 NOC with a staff of more than 50 on-site technicians and engineers. Black Box also dispatches on-site 24/7 2nd and 3rd Tier support.
In 2008, Black Box achieved ISO/IEC 20000-1:2005 certification for its IT services at the Miami International Airport. To be certified, Black Box implemented and documented an integrated set of management processes for the effective delivery of IT services to the staff, businesses, and customers at the Miami International Airport. Under Black Box’s IT management, the airport is the first in the United States and only the second in the world to follow the IT Infrastructure Library® of best practices.