Microsoft Consulting Best Practices
Progent's staff of Microsoft and Cisco Premier Certified consultants average longer than ten years of hands-on professional experience, at the front lines of network support, performing a broad variety of technical tasks for an extensive mix of customers. Every Progent consultant shares a proven collection of leading practices which are combined into shared best practices standards that Progent instills in its support team. This guarantees that you get not only expert IT help, but also a support engineer with field-tested methods for applying technical knowledge to solve actual network problems efficiently.

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

  • Individual Experts
    Progent's team of network engineers is composed of among the most experienced Microsoft and Cisco professionals in the industry. With more than a decade of professional experience per consultant, Progent's Microsoft Certified experts offer a tested set of methodologies for resolving technical issues, planning projects, and delivering consulting services. The technical depth of Progent's support staff allows Progent to provide your company a consulting expert with tested skills and an efficient approach for delivering fast and affordable IT solutions.

  • Problem Escalation Through Teamwork
    When appropriate, Progent relies on a group technique to resolving the most difficult technical problems. By leveraging hundreds of person-years of background from Progent's Microsoft and Cisco Premier Certified professionals, Progent can quickly and cost-effectively handle even the most vexing issues. Working with hundreds of customers and performing thousands of sophisticated deployment and integration projects every year gives Progent a special perspective on which approaches work and which don't. Complex software interactions are a minefield for even the most skilled consultants unless they have an extensive and varied background in real-world experience with a wide variety of technologies.

  • Company-wide Standards for Best Practices
    Progent has used the combined background of its top consulting personnel to develop an internal, company-wide collection of best practices intended to ensure timely, affordable solutions of information technology issues and to track and maximize customer satisfaction. These practices include a powerful emphasis on client communication and support recording. Progent's Founder and President, Les Kent, has a 35-year background of successful technology integration, corporate management, sales and marketing, and operations. Progent's company-wide best practices are strongly driven by Mr. Kent's experiences creating complex information technology solutions while working as a system architect, software developer, task manager, implementation expert and diagnostic engineer.

  • Ongoing Training
    As an authorized partner with Microsoft and Cisco, Progent makes sure that in-house engineers undergo ongoing product and methodology training that contains important lessons and procedures for technology integration that have been gleaned from the practice of thousands of computer experts around the world. This results in increasingly efficient provision of support to Progent's customers.

  • Internal Database of Problems and Proven Solutions
    Progent's highly evolved service reporting system provides detailed documentation for all delivered services. Every Progent team member has full access to the specifics of services provided by any consultant to each client. This history of problems and solutions, as well as false alarms and miscues, is organized as an easily accessible internal database that enables Progent's consultants to share their knowledge corporate-wide to ensure that the overall effectiveness of Progent's support expands over time. This database also eliminates your reliance on a single engineer by allowing any Progent expert to take up where another stopped while minimizing hours wasting getting ramped up on your information system setup. Another advantage of Progent's service reporting database is that your business can more smoothly handle network support duties in house if it becomes economical to do so, or you can migrate to a different IT outsourcing firm if you become dissatisfied with Progent's service.

  • Microsoft Solutions Framework Project Methodology
    For larger initiatives, Progent consultants follow the Microsoft Solutions Framework methodology for providing service. MSF separates major initiatives into discrete and rational phases that minimize the chance of a project getting out of control. Every step creates a strong base for the success of later phases. Planning and deployment requirements are identified at the start of the project cycle so difficulties can be anticipated and resolved before customer workflow is disrupted. This also keeps expenses from going through the roof because of unexpected crises during major deployment. All phases are documented to build a comprehensive description of consulting services provided and to assist in ongoing network maintenance.

  • Access to External Support Databases
    As certified consulting associates of Microsoft and Cisco, Progent has access to the industry's most extensive technical databases and resources. Some of the most helpful technical databases available to Progent's consultants are the industry leading practices incorporated into the assorted Management Packs created by Microsoft and third parties to be used in conjunction with Microsoft Operations Manager, the proactive server monitoring platform used as the basis of Progent's IT outsourcing and network monitoring packages. Management Packs contain specially built scripted rules that can react to events, thresholds, and alerts tracked by Microsoft System Center Operations Manager. Management Packs can also give valuable suggestions on how to handle specific problems by programmatically finding relevant articles from the vast Microsoft support database.
For additional information concerning Progent's network service packages, check out Progent's IT Support Outsourcing Fact Sheets, downloadable in Acrobat files for easy printing.

For an example of how Microsoft Operations Manager helped a 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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