Progent's remote IT support services are structured around a successful Help Desk model developed and refined during the course of more than two decades of providing remote online network support and troubleshooting to businesses throughout the U.S. The Help Desk service delivery model adopted by Progent gives small businesses an effective alternative to dependence on freelance consultants by offering extensive technical knowledge shared by nationwide support teams, escalation capability to subject matter experts (SMEs) for solving the most complex problems, service consistency and dependability, prompt follow through and accountability enforced by an enterprise-class ticketing, a variety of convenient mechanisms for initiating service tasks, plus status tracking via a web-based portal.

Progent's Technical Response Center (TRC)
Every day, hundreds of clients receive Help Desk support from Progent's Technical Response Center (TRC), which has provided IT troubleshooting and consulting assistance to small and mid-size businesses in every state in the U.S. The sheer volume of successful service transactions has made it possible for Progent's IT support teams to refine service delivery processes, develop a high level of efficiency in using the system, and create a growing, shared database of successful procedures and relevant technical information.

As with all effective Help Desks, Progent's Technical Response Center is software powered and knowledge driven. Progent's sophisticated Help Desk application software ensures that trouble tickets are automatically generated and allows both support personnel and customers to track the progress of jobs from initialization to closeout. Clients are never left up in the air as to what is being done by whom to follow through on their problems. When a trouble ticket is closed, a full report of all services performed is generated and automatically sent to the client and added to Progent's support database.

Progent's extensive service reporting generates and organizes detailed documentation for all delivered services and compiles valuable metrics on service quakity. Progent Technical Response Center staff has full access to the details of support delivered by online service experts as well as by onsite consultants. This database of problems and resolutions is arranged as a readily accessible internal database that allows Progent's Technical Response Center to share their experiences company-wide to ensure that the efficiency of Progent's remote support services continually expands. This support history also eliminates your company's dependence on a single engineer by allowing any Progent expert to take up where another stopped while saving hours wasted getting familiar with your IT environment.

Progent's Virtual Office environment connects Progent's remote support professionals across the U.S. in a seamless service network that provides easy and dependable access to information technology expertise. This enables Progent to escalate complex problems quickly to appropriate experts. Progent's Virtual Office infrastructure makes it possible to mobilize available high-skill personnel quickly, and Progent is one of the few support organizations that offers the general public fast online access to Cisco-certified CCIE network engineers.

Features of Progentís Technical Response Center (TRC)
Progent's Technical Response Center adheres to proven Help Desk processes and procedures designed to ensure that support jobs are convenient for clients to initiate and modify, assigned to appropriate engineers, resolved promptly and efficiently, managed from beginning to end, thoroughly and accurately documented, and made easy to track by the customer and by Progent's service managers. The TRC's high degree of automation, extensive operational experience, and world-class technical expertise allow Progent's client's to save money and time by minimizing service minutes and maximizing network uptime.

Specific features of Progent's TRC service delivery include:

  • Customers can initiate a service request via the method with which they have the most comfort: email, phone call, or web portal
  • The TRC generates a trouble ticket if a customerís problem is not resolved immediately.
  • All trouble tickets are assigned due-by dates. Any change in the due date requires an explanation and generates an alert to the client and to Progent's service managers.
  • Ongoing accounts can be assigned to designated engineers or support teams familiar to Progent's client and experienced with the client's network environment.
  • With new clients, web-based Technical Support Requests always generate a ticket.
  • When a ticket is initiated, a confirmation email is generated and a resource coordinator looks at details of the request and assigns it to appropriate services group.
  • Confirming emails are sent to the client for opening a ticket, closing a ticket, changes in status, addition of technical information, and changes in due date (along with a reason for the change).
  • Clients are always sent a service report.
  • A client's authorized agents can utilize the web portal into the TRC system in order to enter new requests, get a quick view of outstanding requests, and look at the help requests made by every member of the clientís company.
  • Billing for TRC support is by the minute, with no setup fees or time minimums. Clients pay only for services received and avoid big invoices for quick fixes.
Benefits of Progent's Help Desk Model for Delivering Remote IT Services
Many small businesses allow themselves to become dangerously dependent on local freelance consultants to handle all classes of network problems, even those which can easily be resolved remotely or those which are "over the head" of the independent consultant. Assuming the freelance consultant is always available, this exclusive dependence can result in unnecessary expense for things such as travel time, if the consultant is not equipped to solve problems remotely, or support time, if the consultant is not up to speed on the relevant technology and is "learning on your dime."

Realistically, freelance consultants are often unavailable due to other support jobs, illness, vacations, or various other reasons. Occasionally they move out of town, take fulltime jobs, or even get in a disagreement that breaks the relationship. All these circumstances could, in case of a technical emergency, result in an expensive loss of network availability that can far exceed the cost of a few hours of extra service time.

Progent's TRC group often works in conjunction with local freelance consultants to provide small businesses with a cost-effective mix of hands-on support along with the advantages of the TRC group's enterprise-class expertise. Progent's TRC group can offer small businesses benefits that are difficult if not impossible for independent freelance consultants to provide on their own. These benefits include:

  • Progent's TRC service is consistent and at a high level thanks to large, expert support teams
  • Trouble tickets are monitored and managed by professional service managers to make sure that no jobs fall through the cracks
  • Prompt and effective escalation of problems is possible because of the availability of world-class engineers including Cisco-certified CCIEs
  • Trouble tickets are efficiently dispatched to the appropriate support teams so that the people who are most capable are assigned to solve the problem
  • Progent's internal support databases are growing continually and are available to help personnel to solve problems quickly and effectively
  • The TRC web portal makes it easy for clients to track the progress of a job ticket or add new tasks without having to contact a consultant personally
  • Full documentation is provided for all services performed so that you know what you paid for, have a realistic basis for future IT support budgets, and have the freedom at any time to turn over support responsibilities to another support organization or assume them in-house
Why Choose Progent?
As a Microsoft Certified Partner, Progent offers access to a Help Desk team of qualified Microsoft experts to provide your clients dependable IT assistance. Progent's focus is on giving the Help Desk a positive perception as a key contributor to your organization's success. Progent is committed to resolving instead of simply tracking trouble tickets, and Progent's performance target for existing accounts is to fix a minimum of 80% of Help Desk problems on the initial call.

How to Contact Progent's Technical Response Center
For more information about Progent's Technical Response Center, call 800-993-9400 or visit Contact Progent.

If your business has worked with Progent before and you need emergency remote technical support, you can ask for immediate assistance now by going to Progent's Technical Response Center Sign-up page.

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Private Cloud Hosting for Virtual Data Centers Consultancy
ProSight Virtual Server Private Cloud Hosting Consultants

Progent's ProSight Virtual Hosting combines proven virtual server architecture, a state-of-the-art data center facility, and the support expertise of Progent's Microsoft-certified consulting group to provide small and midsize businesses with a comprehensive IT outsourcing alternative that enhances network dependability and protection, reduces management hassle, and lowers expenses. With Progent's Private Cloud Hosting, a small or midsize business can have each of its software platforms and critical application servers hosted in a safe and reliable facility on a fast, non-stop virtual machine configured and supported by Progent's computer service experts.

San Antonio Cisco CCIE Network Consultant Contractor Job Employment in South Texas San Antonio
Santa Cruz, CA Consolidate for BlackBerry BES Server RIM BlackBerry Server Integrators Santa Cruz
Server Consultant for Cisco Planning Management
Server Help for Cisco CCIE Remote Help Desk Technical Support Organization Bridgeport Monroe Stratford Trumbull
Server Installation Small Business Network Consulting Services
SharePoint InfoPath Forms Services On-site Technical Support SharePoint Server 2010 Computer Consulting
Router Training
Training for Network

Progent practices information transfer from Progent's support experts to clients. By teaching clients to handle technical issues that are within their comfort zone, Progent can concentrate on delivering high-value skills where Progent has few competitors. Mid-size companies who utilize trusted freelance consultants or who maintain internal support staffs benefit when Progent transfers information about new technology and proven processes to make their networks more robust, protected, and efficient.

SharePoint Server 2010 IT Consultants Integration
Office 365 and on-premises Exchange Professional
Hybrid Configuration Wizard Remote Support Services

Microsoft supports seamless hybrid environments that combine Office 365 and local Exchange deployments. This allows you to have certain mailboxes hosted on your on-premises datacenter or private cloud and other mailboxes hosted by Office 365. Progent's certified Exchange consultants can help you with any facet of designing, implementing and troubleshooting your hybrid Office 365/Exchange network. Progent's Exchange specialists can deliver as-needed expertise to help you through stubborn technical issues and also offer comprehensive project management outsourcing to ensure your hybrid Office 365 solution is completed on time and within budget.

SharePoint Server 2013 Network Consulting Austin, TX Consultant Services for Microsoft SharePoint 2010 in Austin
Sherman Oaks IT Service Providers IT Specialist for Sherman Oaks
Skype for Business conference bridges Engineer Skype for Business dial plans Consulting Services
Small Office IT Consultants for Alaska Alaska On Site service
Database Administration Engineer
Database Programming Remote Troubleshooting

Progent's Microsoft-certified database developers can provide businesses of any size remote support for popular database products including MS SQL Server, Oracle, MySQL, and Microsoft Office Access. Services offered by Progent include software installation and configuration, application design and programming, administration support, replication and synchronization strategies, capacity planning, performance tuning, data migration, security and compliance, backup and recovery systems, problem solving, and training.

Small Office Network Consulting for Emergency Phone Support in Visalia, San Joaquin Valley Microsoft and Cisco Small Business Outsourcing IT
Small Business Installation
Small Office Integration Firms

For small companies interested in Progent's network support outsourcing, consulting, or technical support services, phone 800-993-9400 or send email to

Small Office Network Consulting for Windows Security in Salt Lake City Ogden Clearfield Salt Lake City, Tooele County Support Firm for Windows Security
ProSight Managed IT Services Technology Professional
Managed IT Services Engineers

Progent's ProSight family of managed IT services are intended to provide businesses who maintain small internal network administration and support staffs with affordable access to world-class management platforms and technical experts. Benefits of Progent's ProSight catalog of managed IT services include predictable IT management expenses, automation of routine administrative tasks, ongoing adoption of the latest technology, graceful migration from legacy systems to modern solutions, close fit between information technology with business goals, guidance from seasoned IT experts, and freeing up management to concentrate on business rather than ever-changing computer technology.

South Dakota Help Desk Process Support and Integration Design Consultants in Manchester, Nashua, Concord, NH
Specialist for CentOS Linux, Solaris, UNIX in Augusta, Richmond County Debian Linux, Sun Solaris, UNIX Support and Help Augusta Aiken
Microsoft ISA Server Technology Consulting
Microsoft ISA Server Professionals

Progent's certified Forefront TMG and ISA Server 2006 consultants can assist you to design, deploy, and manage a configuration of Forefront TMG or ISA Server 2006 on your information system that delivers the firewall security, performance and ease-of-use that your business needs.

Specialists Mandrake Linux, Solaris, UNIX Outsourcing
Stanislaus County Small Business IT Consulting California Modesto Small Office Computer Consulting Services California
Tandberg T3 Telepresence Engineers
Radvision Video Conferencing Engineer

Progent can provide the support of a certified consultant with expertise integrating products from the leading video conferencing/telepresence vendors such as Cisco, Polycom, LifeSize and Radvision and can help your company to plan, install, upgrade, or maintain a telepresence environment that preserves your current investment and optimizes the business value of your IT network. Progent also offers the expertise of network infrastructure engineers who can help companies of any size to build and maintain a network that delivers the speed, dependability, protection, and expandability required to accommodate your telepresence solution.

Stockton Computer Support Position Lathrop, Ripon CA Microsoft MCP Engineer Open Positions
Remote Consulting for Hyper-V 3.0 Virtual
Network Consulting for Microsoft Hyper-V 3.0

Microsoft Windows Server 2012 R2 Hyper-V improves virtualization in key areas such as multitenancy, flexible network infrastructure, cloud support, expandability and throughput, and fault tolerance. Progent's Microsoft-certified consulting experts can assist your business to benefit from Windows Server 2012 R2 Hyper-V to install and maintain virtual servers to reduce IT expenses and improve productivity.

Support Outsourcing for Redhat Linux, Solaris, UNIX Mandrake Linux, Sun Solaris, UNIX Network Engineer
Cisco Engineering Part-Time Job
Contract Job Opportunities for Cisco Consulting

If you are a network consultant with technical support expertise, teaming with Progent and helping Progent's customers will enhance your abilities via interaction with our team of motivated, high-output consulting experts. Progent's commitment to offering IT consulting and technical help to small businesses will give you the opportunity to consult closely with decision makers and contribute significantly to the growth of exciting companies. In addition, Our virtual office environment offers state-of-the-art technology for remote service and wireless access to help you to come up with fast solutions when you take on mission-critical issues.

Support Services for Ubuntu Linux, Sun Solaris, UNIX in Huntington Beach, Orange County Huntington Beach Southern California Support Outsourcing for Redhat Linux, Solaris, UNIX
Support and Help for Red Hat Linux, Solaris, UNIX Integration
Windows 2003 Server On-site Technical Support
Windows 2003 Online Technical Support

Progent's certified Windows 2003 Server consultants can provide computer help and expert consulting for the entire family of Microsoft .NET Enterprise Servers, Windows 2003 Server, and Microsoft Windows 2000 Server. Progent's Microsoft Windows 2003 upgrade, configuration, update, and maintenance services include network planning, deployment, project management, in-person and off-site technical support and repair, Call Center services, expert security consulting, comprehensive outsourcing, and expert co-sourcing.

System Center DPM Support DPM Backup and Restore Consultant Services
Co-managed Support Desk On-site Support
Shared Help Desk Technical Support

Progent provides several essential kinds of Contact Center services : Microsoft and Cisco Help Desk Outsourcing Support Services, Virtual Help Desk Services, and Help Desk Consulting and Staffing. Progent is a Microsoft-certified Partner and Progent's Help Desk team of authorized Microsoft experts gives your clients convenient access to a reliable support group with extensive experience providing phone support and remote access troubleshooting for IT systems powered by Microsoft technology. Progent's focus is on giving the support Helpdesk a positive reputation as a solid contributor to business performance. Progent's goal is to resolve rather than simply record problems.

Tampa, Hillsborough County Information Technology Installation Service for Cisco Configuration Services for Cisco
Technician for Montana Montana - Billings, MT, Missoula, MT, Great Falls, MT, Bozeman, MT Small Business Computer Consultants
Tucson System Engineers Tucson, Arizona Small Business Computer Consulting Firms
Power BI and Oracle Developer Firm
Integration Firm for Power BI Management

Progent's Power BI experts can assist your business to plan, deploy, maintain, enhance or troubleshoot your Power BI solution. Progent can also assist you to prepare your source data for Power BI reports and dashboards. Progent can assist you implement and administer an on-premises, cloud based, or hybrid network model to run Power BI.

UNIX with Windows On-site Technical Support UNIX, Windows Services
Ubiquiti UniFi Switch Engineer Professional for Ubiquiti UniFi wireless LAN
Ubuntu Linux, Sun Solaris, UNIX Information Technology Consulting Gentoo Linux, Sun Solaris, UNIX Integration Support
Upgrade Help for Solaris to Windows Independent Solaris Migration
Urgent Network Small Business IT Consultant Hampton Virginia Computer Outsourcing for Microsoft Exchange Hampton Suffolk
IT Consultant for Android and Windows Server integration
Android printing Support and Integration

Progent's veteran team of IT consultants and subject matter specialists have extensive background providing remote and onsite assistance for organizations of all sizes who need to incorporate Android phones and tablets into their IT systems so that mobile clients can work together while on the go. Progent has the breadth of know-how to solve technical problems that involve multiple vendors and that entail a mix of legacy and up-to-date technology. Progent offers affordable remote expertise to help you with any stage of planning, implementing, managing and troubleshooting your Bring-Your-Own-Device (BYOD) solution. Progent can deliver as-needed technical support to assist you to handle particularly challenging technical issues, or Progent can provide comprehensive project management support to ensure that you finish strategic IT initiatives on schedule and on budget. Progent can help with on-premises, cloud-based, or hybrid network environments and can provide expertise with all major operating systems, apps, management utilities and hardware infrastructure. Progent also can provide customized group or one-on-one training to help you manage and operate Android phones and tablets to maximize their business value.

VPN On-site Support Cisco VPN Remote Support Services
Video Conferencing Configuration Presence Awareness Engineer
Microsoft Exchange Hosting Specialists
Exchange Email Hosting Engineer

Progent's Exchange Server Hosting Services offer a world-class data center that features redundant power and cooling systems, 24x7 site security and operations center, plus failover access to Internet backbone service companies. Hosted Exchange servers are set up as virtual servers for high uptime, easy expandability, and rapid recovery. Services include integration with your business network, access to mobile computing products, automated monitoring of performance and security, spam protection, patch and revision management, Helpdesk support, daily backup, and full email management services.

Virginia Outsourcing Services for Cisco Integration Companies in Virginia
Online Troubleshooting for Mac and Windows
Online Support for Apple iPad and Windows integration

Progent's support experts in Apple OS X and Microsoft Windows technology can show you how to combine Mac and Windows systems into seamless environments with resource sharing and workgroup support. Allowing productive cooperation among a mix of servers and workstations powered by Mac OS and Microsoft Windows calls for extensive knowledge of and background with Apple Macintosh and Microsoft products. Progent's experience in Microsoft and Apple consulting makes it possible to provide expert assistance to companies that rely on these platforms to maintain their strategic advantage. Progent can also assist your business to integrate Apple's iPhones and iPads to operate with smoothly with your Windows environment.

Virtual Server Services Server Consolidation Remote Support Services
Wave 2 wireless controller Specialist wi-fi controller Network Consultant
Progent Startup Businesses Migrations
Computer Support for Progent Startup Businesses

Les Kent has a 35-year history of successful network integration, executive administration, sales, and operations. He has demonstrated a knack for creating elegant IT solutions while working as a system architect, programmer, project manager, implementation expert, and problem solver for small businesses, start-ups, and global corporations.

Windows 10 Pilot Testing Network Consultant Technology Professional for Microsoft Windows 10
Windows 2019 Server On-site Support Tucson Windows Server 2016 Design Company
Windows Applications on macOS Remote Consulting Windows Emulation for macOS Online Technical Support
Windows Computer Consultants Irving Dallas County Texas Windows Server 2012 Management
Technical Support Organization for Microsoft Exchange 5.5
Microsoft Exchange 5.5 Support services

Progent's Microsoft-certified consultants have over a decade of experience providing email solutions for customers that range from small offices to global corporations. Progent offers economical consulting for all versions of Microsoft Exchange Server to enhance email and virus security, configure high availability email environments, and facilitate remote and wireless email connectivity. Progentís Microsoft Exchange support services can help you in designing and implementing a move from a legacy SMPT server or unsupported Microsoft Email package such as Exchange 2003 to Microsoft Exchange Server 2016. Progent offers integration help for Windows 8, Windows 7, and Windows XP clients using Outlook and can show you how to integrate Microsoft Outlook Web App (OWA) for popular browsers. For email virus protection, spam filtering and data data leak prevention, Progent offers Email Guard managed services.

Windows Server 2012 Active Directory Professionals Windows Server 2012 Hyper-V Virtual Switch Technical Support
Windows Server 2016 Nano Server Technical Support Services Windows Server 2016 Credential Guard Consultant Services
Wireless Site Survey Network Consultants Consulting for Wi-Fi RF Spectrum Analysis for Wi-Fi
Custom Application Programming Companies
IIS Contract Programming

For custom program creation, Progent can supply programming experts to produce business applications in areas such as commercial transaction webs, web site design, Microsoft Dynamics packages including Great Plains Software accounting system, and specialized management reports produced by Crystal Reports, Access Report, or FRx Reports. Progentís experts can use Internet Information Services to build company-specific eCommerce applications powered by Microsoft ASP.NET. In addition, Progent offers experts in a broad array of custom program development platforms including SQL Server and Delphi. For made-to-order e-Commerce programming, Progent also offers specialists in custom Access, custom Microsoft Visual Basic, custom Excel, and any other specialized programming based on any Microsoft development platform.