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 Progent's 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 customer's 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 client's 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.



An index of content::

  • 24/7 Cisco Computer Network Support Companies San Leandro, CA Cisco System Consulting Services San Leandro, CA
  • Altaro O365 Backup Troubleshooting IT Consulting Altaro Office 365 Teams Chat Backup

  • SSL certificate management Engineer
    Top Rated ProSight domain management Technology Professional

    ProSight IT Asset Management is an IT infrastructure documentation management service that makes it easy to capture, update, find and protect information about your network infrastructure, processes, applications, and services. You can quickly find passwords or serial numbers and be warned about impending expirations of SSLs or domains. By updating and managing your IT documentation, you can save up to 50% of the time spent looking for vital information about your IT network. ProSight IT Asset Management features a common repository for storing and sharing all documents required for managing your network infrastructure like standard operating procedures (SOPs) and self-service instructions. ProSight IT Asset Management also supports a high level of automation for gathering and relating IT information. Whether you’re making improvements, doing maintenance, or reacting to a crisis, ProSight IT Asset Management delivers the information you require as soon as you need it.

  • Audit Security Mesa, Maricopa County CISSP Consulting Mesa, AZ
  • Avaddon Ransomware Hot Line Knoxville, TN, United States Knoxville, Knox County, USA Dharma Ransomware Hot Line

  • Virtual Help Desk Troubleshooting
    Shared Service Desk Consultant

    Progent's Microsoft and Cisco authorized Consultants offer three service programs to help mid-size and large companies develop a cost-effective and productive in-house Computer Support Help Desk. Progent's consulting services include ROI analysis, process analysis and enhancement, management reporting, education of in-house personnel, and documentation of procedures. Progent's Software Evaluation and Deployment Support Services help companies sift through the various high-quality Help Desk software packages on the market and determine what products may be excessively costly, lack critical features, or align poorly with your company's business goals. Progent also provides temporary staffing for businesses who want to augment their in-house Help Desk team for occasional tasks or to substitute for absent or indisposed personnel.

  • Award Winning Exchange Server 2019 Technology Consulting Mission Viejo-Laguna Hills, California Exchange Server 2019 Troubleshooters Mission Viejo-San Clemente, California

  • Windows, Linux, UNIX, Solaris Technical Consultant
    Windows and Linux Remote Support Services

    If your office computer system mixes Linux technology with Microsoft Windows, Progent can show you how to incorporate your servers into a unified environment that allows all your operating systems to coexist for easy management, transparent dataflow, high dependability, superior throughput, and strong security. Progent's Linux and Microsoft Windows coexistence support offerings feature IT infrastructure integration and support, support for Microsoft Windows services for UNIX (SFU), online server monitoring and administration, online network help and troubleshooting, in-person technical support, and Contact Center support.

  • Award Winning Microsoft Dynamics Reporting VBA Programming Firm
  • Baltimore At Home Workforce Management Systems Consultants Baltimore Towson At Home Workers Consulting Experts near me in Baltimore - Management Tools Consulting Baltimore Downtown
  • Biggest IT Consulting Offsite Employees IP Voice After Hours At Home Workforce IP Voice Consulting

  • Firewall Setup Cybersecurity Bulletins
    24/7/365 Cybersecurity Bulletins Cybersecurity Tech Services

    This page contains the latest updates on cybersecurity threats, fixes, and leading practices. Contact Progent if you need help securing your network against the latest IT security threats.

  • Cisco Network Support Consultants Kansas City Missouri IT Specialists Cisco Kansas City Missouri
  • Consultant Services UNIX, Windows UNIX, Windows Consulting
  • Database Programming Network Consultant Database Application Development Consult
  • Debian Linux, Solaris, UNIX On-site Support Recife, PE CentOS Linux, Solaris, UNIX On-site Support
  • Debian Linux, Sun Solaris, UNIX Support Outsourcing Lakeland IT Consultants Suse Linux, Solaris, UNIX Lakeland, FL

  • CISM Security Security Design Firms Amazon EC2 security
    Contract Development Amazon AWS Machine Image

    Progent can provide affordable online support to help businesses to integrate Amazon AWS cloud services including Amazon EC2 for virtual machine hosting, Amazon Simple Storage Service (Amazon S3), and Amazon Glacier. Progent can help you with every aspect of Amazon AWS integration including needs analysis, preparedness assessment, system design, testing, configuration, administration, performance tuning, licensing management, backup/restore solutions, and security strategies.

  • Des Moines International Airport DSM Des Moines Expertise for IT Service Companies Consulting Experts for Network Support Organizations in Des Moines - Transparent Short-Term IT Support Assistance Des Moines, USA
  • Help Desk Software Selection and Deployment Troubleshooting
  • Downers Grove Lockbit Crypto-Ransomware Settlement Negotiation Help Downers Grove 24 Hour Downers Grove DopplePaymer Crypto-Ransomware Settlement Negotiation Services Downers Grove-Naperville
  • Exchange Migration Consultant Engineers Microsoft Exchange Server 2010 Migration
  • Fargo Crypto Recovery Fargo Ryuk Crypto-Ransomware Identification and Removal Fargo ND
  • Firewall Network Security Auditing CISSP Security Consultants Rio de Janeiro State
  • Flexential Tampa Internet Data Center Engineers Engineer Flexential Colocation Center
  • Houston Netwalker Crypto-Ransomware Mitigation Greenway Plaza, Houston Houston DopplePaymer Crypto-Ransomware System-Restoration

  • Windows 2008 R2 Technology Consulting
    Windows Server 2008 DirectAccess IT Consulting

    Windows Server 2008 is a major step forward in making IT networks more secure and available, easier to virtualize and administer, faster, and able to offer a better environment for web hosting and development. Progent can help your company benefit fully from the enhancements incorporated into Microsoft Windows Server 2008 by delivering certified consulting, support, education, staffing, monitoring, and security services.

  • IT Staffing Temps for Network Support Organizations Sydney, NSW Temporary IT Staffing for IT Service Teams Sydney
  • Immediate Windows Server 2016 Small Office Computer Consultants Downers Grove-Bolingbrook Windows Server 2016 Security Consulting Firms Downers Grove-DuPage County, Illinois
  • Kansas City, KC, Missouri SharePoint Integration Firm Missouri 24 Hour Networking Group SharePoint

  • Microsoft Software Update Services Remote Troubleshooting
    Microsoft Software Update Services Support and Help

    Microsoft Windows SUS allows network managers to deploy and track the most recent Microsoft patches and security updates to Windows Server 2000, Microsoft Windows Server 2003, and Microsoft Windows XP platforms. By using Microsoft Windows Server Update Services, IT staff can completely and easily manage the installation of patches that are published via Microsoft Update to servers and desktops in an organization. Progent can help you with complex details of the initial configuration of Microsoft Windows Server Update Services such as designing the Microsoft WSUS deployment, configuring user's computers, defining the Group Policy parameters, and making sure your Microsoft SUS Group Policy Object is linked to an Active Directory container that makes sense for your system environment.

  • Lakeland Remote Workers Set up Consultants Top Remote Workforce Lakeland Consulting Experts - Set up Consulting Lakeland, Florida
  • Long Beach Dharma Ransomware Forensics Analysis Long Beach, CA, United States Long Beach Locky Crypto-Ransomware Forensics Investigation Long Beach, Los Angeles County, United States
  • Louisville-Jefferson County IT Support Louisville Specialists
  • MS Dynamics GP Shreveport Reseller - Recovery Help Shreveport, LA Shreveport Microsoft Dynamics GP Upgrade Consultants Shreveport Louisiana
  • Mandrake Linux, Sun Solaris, UNIX Professionals Wilmington Wilmington, Delaware Support Services Fedora Linux, Sun Solaris, UNIX
  • Marion County Oregon Salem Ryuk Crypto-Ransomware Incident Reporting Top Salem Crypto-Ransomware Incident Reporting Salem, US
  • Miami Beach Work from Home Employees Conferencing Technology Consulting Teleworkers Miami Beach Consultants - Voice/Video Conferencing Systems Consulting Services Miami Beach, Florida

  • Top Apple OS X and macOS Remote Troubleshooting
    Apple Mac Outsourcing

    Progent's consultants offer Apple macOS and Mac OS X users a variety of services such as workstation support, Apple macOS and OS X consulting, Mac co-existence with Windows networks, Entourage and email expertise, network protection services, and one-on-one education. Progent can assist businesses to upgrade to macOS from Mac OS X or other earlier editions of Mac OS X and Progent can offer expertise with Apple Mac application software. Progent can also assist you with iPhone integration and Apple iPad synchronization, or moving to Apple's iCloud services. For business networks based exclusively on Mac OS X or for networks with a mix of Mac, Linux and Windows powered servers and workstations, Progent's Apple, Cisco, and Microsoft consultants have the experience and depth to handle the difficulty of planning, configuring and maintaining a network environment that is reliable, secure, efficient and aligned with your organization's objectives.

  • Microsoft Certified Partner Small Office Network Computer Consultants Small Business Consultant
  • Microsoft Dynamics GP Napa Vendor - Installation Outsourcing Napa Valley Vallejo, Benicia Napa Dynamics GP-Great Plains Upgrades Support Services
  • Microsoft MCITP Support Contractor Job MCSE Support Remote Support Job Antioch CA
  • Microsoft SQL 2008 Small Business IT Support Phoenix, US Microsoft SQL Server 2016 Tech Support For Small Business
  • Microsoft Windows Server 2019 Networking Consultant Windows Design Consultants Santa Monica-Brentwood, CA
  • Midtown Manhattan NotPetya Ransomware Negotiation Services Midtown Manhattan, NY Midtown Manhattan Locky Crypto-Ransomware Settlement Negotiation Experts Manhattan-Greenwich Village, New York
  • Migration BlackBerry Wireless Vancouver , British Columbia Onsite Technical Support BlackBerry Email

  • Multi-factor Authentication Engineer
    MFA and Single Sign-on (SSO) Consultants

    Progent's Duo service plans incorporate Cisco's Duo cloud technology to protect against password theft through the use of two-factor authentication. Duo supports one-tap identity verification with iOS, Google Android, and other personal devices.

  • Montgomery Conti Ransomware Cleanup Montgomery Huntsville Montgomery Conti Crypto-Ransomware Mitigation Montgomery Mobile
  • Naples Staffing Help Naples Supplemetary IT Staffing for IT Service Organizations Naples-Bonita Springs, Florida
  • Offsite Workforce Bristol Expertise - Network Security Solutions Consulting Experts Bristol Bristol Bristol Offsite Workforce Network Security Solutions Consultants

  • Antispam Support
    24-7 Anti-Virus Technology Consulting

    E-Mail Guard is Progent's economical antispam and virus defense service that gives small companies enterprise-quality defense against spam, viruses, DHA attacks, and other varieties of e-mail-based attacks on computer networks. E-Mail Guard is powered by Postini's Perimeter Manager, a sophisticated suite of web-managed antispam and virus defense services that stop email assaults before they are able to breech the company firewall. Perimeter Manager also lets administrators monitor and control their email application, regardless of server platform, hardware technology, or data center location.

  • Offsite Workforce Fort Collins Consulting Services - Backup Technology Consultants Fort Collins Colorado Fort Collins Loveland 24x7 Work at Home Employees Assistance nearby Fort Collins - Data Protection Solutions Consultants
  • On-site IT Support Microsoft Exchange New Haven Design Microsoft Exchange Server 2013 New Haven, CT
  • Philadelphia Crypto-Ransomware Documentation Philadelphia Harrisburg Philadelphia International Airport PHL Philadelphia Ryuk Ransomware Regulatory Reporting
  • ProSight Windows Desktop Management Professionals ProSight Remote Desktop Management Professional

  • Microsoft Teams Specialist
    After Hours Microsoft Teams hybrid Specialists

    Progent can help your organization to plan a migration to Teams from Skype for Business Online or Lync Server and configure, manage, and debug a cloud-based or hybrid implementation of Microsoft Teams. Progent can assist you to connect Teams with Office and Microsoft 365 apps, Exchange Online, SharePoint Online, and your PSTN gateway.

  • Progent Management Technical Services Computer Consultancy Company Progent Management

  • Best Work at Home Endpoint Management IT Consulting
    Remote Workforce Endpoint Management Support Services

    Progent can assist small and medium-size companies to implement centralized endpoint management and monitoring systems for maintaining endpoint devices operated by telecommuters.

  • Raleigh Phobos Crypto-Ransomware System-Restoration Raleigh Durham Chapel Hill, United States Raleigh Nephilim Crypto-Ransomware Business Recovery Raleigh Wake Forest Garner Cary

  • GIAC Security Audit Specialists
    Immediate Information Assurance Security Consulting

    Global Information Assurance Certification was established in 1999 to validate the knowledge of IT security experts. GIAC accreditations are acknowledged by companies and institutions around the world including and the United States NSA. Progent's GIAC-certified information assurance specialists can provide support for any of the network security capabilities addressed within GIAC accreditation such as auditing infrastructure security mechanisms, incident handling, traffic analysis, web-based application security and security information and event management (SIEM) solutions.

  • Remote Workforce Omaha Assistance - Solutions Consulting and Support Services Omaha Nebraska Work at Home Employees Consultants nearby Omaha - Connectivity Solutions Consulting Services
  • SQL 2012 Service Oklahoma City, Tinker Air Force Base SQL 2014 Consultancy Services Oklahoma City Shawnee
  • Salt Lake City Work at Home Employees Cybersecurity Solutions Assistance Salt Lake City, UT, United States Salt Lake City At Home Workers Cybersecurity Solutions Consultants Salt Lake City, UT

  • GIAC Information Assurance Network Security Audit
    CCIE Expert Certified Specialist GIAC Security and Compliance Test

    GIAC (Global Information Assurance Certification) was founded in 1999 to validate the knowledge of network security professionals. GIAC accreditations are acknowledged by businesses and institutions around the world including and the United States NSA. Progent's GIAC-certified information assurance consultants offer support for all of the security capabilities covered within GIAC certification including auditing infrastructure security mechanisms, incident handling, traffic analysis, web-based application security and security information and event management (SIEM) solutions.

  • San Diego UCSD At Home Workforce Help Desk Solutions Consulting Experts San Diego Work from Home Employees San Diego UCSD Expertise - Help Desk Call Center Solutions Guidance La Jolla, California, U.S.A.
  • Santa Monica-Marina Del Rey, CA Santa Monica Teleworkers Setup Consulting Services Santa Monica Offsite Workforce Setup Expertise Santa Monica-Brentwood, California

  • wireless LAN controller On-site Technical Support
    Technical Consultant prime infrastructure

    Cisco's Catalyst line of Wi-Fi controllers simplify the management of wireless LANs by unifying the configuration and control of wireless APs, optimizing Wi-Fi performance by limiting the impact of radio frequency congestion, improving Wi-Fi availability with rapid failover, and hardening security by detecting cyber threats and filtering network traffic according to user class and locale. Progent's Wi-Fi consultants can help your business to deploy Cisco wireless LAN controllers to manage and monitor Wi-Fi networks of any size. Progent can assist you to maintain and debug your existing Cisco Wi-Fi solution or carry out an efficient migration to Cisco's latest Wi-Fi controller technology.

  • Schaumburg Consulting Support for IT Service Organizations Schaumburg-Arlington Heights, Illinois Consulting Experts for Network Service Providers near me in Schaumburg - Seamless Temporary Support Team Expansion Schaumburg-Elk Grove Village, IL, US
  • Seattle Microsoft Dynamics GP (Great Plains) Upgrade Consultants Seattle Kirkland Everett, WA Microsoft Dynamics GP-Software Seattle Gold Partner - Recovery Experts Seattle Washington
  • Small Office Computer Consultants BlackBerry BPS Cleveland 24-7 BlackBerry Software Networking Company Cleveland, USA
  • Supplemental Network Support Staffing Services Consulting Services Augusta Aiken Temporary IT Staffing for Network Support Organizations Augusta Aiken
  • Teleworkers Joinville Consulting Experts - Video Conferencing Solutions Guidance Joinville Remote Workforce Voice/Video Conferencing Solutions Consulting Joinville, State of Santa Catarina
  • Temporary IT Staffing for IT Support Organizations Dallas DFW 24x7x365 Short-Term Network Support Staffing Help Consulting Dallas Fort Worth
  • Temporary IT Staffing for Network Support Organizations Denver Denver Short Term IT Staffing Support Denver Aurora
  • Top Rated Server Troubleshoot Expert Harrisburg Harrisburg, Pennsylvania Computer Network Specialist
  • Urgent Firewall Security Consultancy Miami Beach, Florida Miami Beach, FL, U.S.A. Security Contractor CISSP
  • WLAN controller Consulting Services Wi-Fi 6 LAN controller Remote Support Services
  • WatchGuard Firebox Firewall Network Security Audit Security Audit Services WatchGuard Firebox T-Series Firewall

  • Colocation Facility Network Consulting
    Colocation Facility Outsourcing

    Colocation sites allow companies to share enterprise-class data centers for housing network equipment that runs critical applications. Progent's Microsoft and Cisco certified consultants can assist your small business with all aspects of your colocation program including selecting and moving to a colocation facility, designing network architecture, specifying hardware, on-premises and on-line maintenance, establishing remote network management, and training your support personnel.

  • Windows Setup Service Nevada Windows Providers Nevada, United States

  • © 2002-2022 Progent Corporation. All rights reserved.