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Our People Are The Reason We're A Success!
Team Tech Guru offers a unique type of support to help companies optimize and get the most value out of their IT support at the most cost effective price. We ensure that companies who use our services are able to increase the quality of service at a much lower price than hiring additional headcount. Some of our current clients have an IT Administrator that leads Operations and we simply augment that support while at others “we do it all”. There are several things that make working with us unique:
- On Demand – get support when you need it to allow you to focus on your business when you don’t.
- Strategic – expertise from experience at hundreds of companies including members of the Fortune 500.
- Cost Savings – more cost effective than hiring a full time staff member – pay for only what you need.
- Availability – a team member will always be available to assist in an emergency even when vacations and “life” happens.
- Deep Expertise - get the most appropriate specialist for each technology in your environment – no guesswork or learning curve.
- Scalable Support – Tune the amount of support to what you need for a the day, a specific project, or for the long haul.
- Proactive – constant access, proactive management and strategic.
- Vendor Independent – provides an objective assessment of advantages/disadvantages of technologies and strategies.
Our People Are The Reason We're A Success!
The overall approach to support we take with clients is a team oriented approach. What this allows us to do is provide the best possible availability as well as the best possible skill set for a particular issue. For each client we work with we will assign the appropriate individuals to that client. So, for example if a client has Windows and UNIX we would assign two individuals that specialize in these technologies instead of having one person who is an expert in one technology and perhaps “average” in the other. We believe this allows us to be very efficient with our skill sets we provide. In addition, this means that there are multiple individuals that are familiar with your particular environment and that can make themselves available in the event of an emergency.
Team
The core service design is based on roles we assign to each client. For every client we work with we assign one or more individuals. For onsite service a Field Guru performs scheduled or on demand visits to take care of everything you need done in person. In parallel our Remote Support and Infrastructure Gurus take care of any issues that can be handled remotely and support of the infrastructure. Finally our Architects help guide the strategic direction your IT services so that they are optimized for your business and help you plan for the future. For more information on our Gurus see Our People.
Documentation
Every client has a access to a powerful portal site that allows tracking of documentation, tickets, and their support team. Information tracked in the portal are Team Tech Guru contacts, Technical Issues that affect the infrastructure, major projects and documentation. Some of the things that might be documented in the portal are crucial system information, disaster recovery plans, security design, and infrastructure overview. These documents are often used by both Team Tech Guru staff and the client to work with, validate and review the environment.
Ticket System
In addition to the portal a helpdesk system is used to track issues. Clients are able to access the helpdesk via email or web page and can track tickets. In addition, Management can be granted access to review the issues and tickets for their site to get a better idea of the type of issues staff have reported and the steps taken to resolve these issues. Remote Support Gurus receive all incoming tickets and either resolve the issues directly or assign them the appropriate engineer. All issues and responses are tracked for historical purposes.
Pricing Model
It is our goal that clients treat us the way they would a staff member and expect the same (if not better) from us. This is the reason we do some of the things we do like not marking up purchases we make on our client’s behalf – your staff member would definitely never do this. One of our most unique offerings is our fixed monthly pricing for remote services with unlimited hours. This allows the client to budget exactly what they will spend for IT services. These services can be increased or decreased at any time as the company needs change. The price for a contract will depend directly on the technologies to be supported, the number of users and systems, the complexity of the environment, and other factors. Our clients ALWAYS find that a fixed price contract will cost them much less than hiring full time staff.
Conclusion
We are in the business of enabling companies to focus on their core business without having to worry about IT issues. We work with clients no matter how small and can be there every step of the way as you grow your business. Clients we have served have an employee base ranging from a one person shop to tens of thousands… No matter what your company size, we are confident that we will be able to provide a level of support well beyond expectations.
Our People Are The Reason We're A Success!
Why rely on a single person who isn’t always available, is probably a jack of all trades but master of none, and may or may not be with you a year from now? There is no comparison when it comes to choosing between a team of experts and an “IT Guy”.
Every Guru has at least an MCSE with Infrastructure and Architects requiring multiple “high level” certifications or equivalent experience. We hold high standard for everyone on our team so that you only work with the best. Our Architects in particular average 15+ years of experience and have held Architect positions at major corporations including members of the Fortune 500. Our Team members may fall into one of four roles:
Remote Support Guru – These individuals are online and accessible at all times to our clients. They handle all inbound requests whether they are by email, IM or phone. They are able to immediately log into remote systems by sending the customer a link that then grants access to control their computer to assist with troubleshooting an issue. Remote Support are often leveraged by Field Engineers for research of issues and assistance with or completion of troubleshooting and problem resolution.Field Guru – These individuals travel to client sites on a regular schedule and take care of any issues that require onsite attention. Since Remote Support should have handled most of the issues as they were discovered throughout the week the onsite visit is usually to deal with more difficult issues that could not be solved remotely and/or anything that cannot be done remotely (e.g. installation of hardware). They are supported by Remote Support during their visits as needed to make troubleshooting resolution of problems go more quickly.
Infrastructure Guru – These individuals primarily work remotely and are responsible for server and network infrastructure. They are considered very senior within our organization and should be able to handle any issue received. Their responsibilities include maintenance of backups, performance tuning, and server issues. In addition, Operations Team members may escalate issues to Infrastructure for additional assistance as needed. They often work with Architects to implement projects for clients.
Architect – These individuals are responsible for the overall architecture of the environment. They must ensure that all clients meet specific security, design, and disaster recovery standards. Much of the documentation should be completed by an Architect though other members of the team continually contribute to and create documentation via the client’s portal site. Architects are also responsible for the planning and execution of major projects and are often supported by members of the team at all levels. Issues received from the Field or Infrastructure teams can also be escalated to Architecture team members.
Our People Are The Reason We're A Success!
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Our People Are The Reason We're A Success!
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Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum
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