Microsoft Consulting Best Practices
Progentís team of Microsoft and Cisco qualified experts average more than a decade of real-world industry background, in the trenches of IT service, executing a wide variety of IT projects for an extensive mix of businesses. Each Progent support professional shares a proven collection of best practices that are combined into shared best practices standards that Progent teaches its support staff. This guarantees that you get not only expert technical capability, but also a consultant with field-tested approaches for using technical knowledge to repair actual IT problems efficiently.

Key features and benefits of Progent's best practices include:

  • Individual Experts
    Progentís team of network engineers is composed of some the most accomplished Microsoft and Cisco professionals in Northern California. Averaging more than 10 years of real-world experience for each engineer, Progent's Microsoft and Cisco qualified experts offer a proven set of methods for solving technical problems, managing projects, and providing professional support. The technical scope of Progent's engineering team enables Progent to offer your business a consultant with task-relevant ability and an efficient approach for finding quick and inexpensive IT solutions.

  • Problem Escalation Through Teamwork
    When required, Progent relies on a team approach to resolving the most stubborn network problems. By leveraging hundreds of man-years of background from Progent's Microsoft and Cisco qualified experts, Progent can quickly and cost-effectively solve even the most vexing problems. Consulting with hundreds of clients and performing thousands of complex deployment and integration jobs every year offers Progent a special perspective on which approaches work and which don't. Complex software interactions are a minefield for even the most skilled engineers unless they bring a long and varied background in real-world experience with a wide range of technologies.

  • Company-wide Standards for Best Practices
    Progent has incorporated the combined experience of its top engineering personnel to develop an internal, company-wide collection of best practices intended to promote timely, affordable resolutions of technical issues and to track and optimize customer satisfaction. These practices include a powerful emphasis on client communication and services documentation. Progent's Founder and CEO, Les Kent, has a 25-year track record of successful network consulting, business management, marketing, and operations. Progent's company-wide best practices are strongly influenced by Mr. Kent's experiences developing challenging information technology solutions while working as a system designer, program developer, task manager, deployment expert and diagnostic engineer.

  • Ongoing Training
    As a certified partner with Microsoft and Cisco, Progent ensures that in-house consultants participate in continued product and best-practices education that contains important lessons and methods for new product integration that have been developed from the experience of hundreds of thousands of technical professionals worldwide. This results in increasingly efficient provision of services to Progent's customers.

  • Internal Database of Problems and Proven Solutions
    Progent's highly evolved service reporting system offers detailed records for all provided services. Every authorized Progent staff consultant has complete access to the details of support provided by any consultant to each customer. This history of problems and resolutions, plus false alarms and miscues, is organized as readily searchable in-house database that allows Progent's consultants to share their knowledge corporate-wide so that the overall effectiveness of Progent's support grows continuously. This support history also reduces your reliance on a single consultant by allowing any Progent consultant to pick up where another stopped while saving time wasting getting ramped up on your network environment. An additional advantage of Progent's support reporting database is that your company can more easily handle network management services in house if it appears cost-effective to do so, or you can move to another IT outsourcing firm if you become dissatisfied with Progent's support.

  • Microsoft Solutions Framework Project Methodology
    For major initiatives, Progent consultants use the Microsoft Solutions Framework (MSF) model for delivering service. MSF separates projects into discrete and manageable components that minimize the risk of a project getting out of control. Every phase creates a solid base for the success of following phases. Design and deployment requirements are defined at the start of the project continuum so difficulties can be pi pointed and dealt with before client workflow is impacted. In addition, this prevents costs from going through the roof due to unexpected crises during large scale deployment. All project components are recorded to create a detailed database of technical services delivered and to assist in continuing network support.

  • Access to External Support Databases
    As certified support associates of Microsoft and Cisco, Progent has the benefit of the industry's most extensive information technology knowledge bases and resource pool. Among the most helpful technical databases accessible by Progent's consultants are the operational best practices incorporated into the assorted Management Packs created by Microsoft and third parties to be used in conjunction with Microsoft Operations Manager, the automated server monitoring software that is the foundation of Progent's IT outsourcing and network monitoring packages. Management Packs (MPs) contain custom designed processing rules that can react to events, thresholds, and warnings monitored by Microsoft System Center Operations Manager. MPs can also give valuable suggestions on how to deal with specific problems by programmatically finding relevant articles from the vast Microsoft Knowledge Base.
For more information about Progent's IT support packages, check out Progent's Network Service Outsourcing and Network Monitoring Datasheets, available in Adobe Acrobat format for easy printing.

For an example of how Microsoft Operations Manager helped a San Francisco Bay Area business achieve enterprise-class network management, read the Microsoft Operations Manager Case Study.

To contact Progent about consulting services for your small business network, call 1-800-993-9400 or visit Contact Progent.

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