With the exception of project-oriented work, all of Progent's 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 around the world. 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 multiple support teams, round-the-clock access to emergency assistance, escalation capability to world-class experts for solving the most complex problems, service consistency and dependability, prompt follow through enforced by seasoned service managers, a variety of convenient mechanisms for initiating service tasks, plus a high level of process visibility enabled by ticket tracking and accessible 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 businesses in every state in the U.S. and many cities throughout the world. 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 software generates and organizes detailed documentation for all delivered services. 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 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 wasting getting familiar with your information system environment.

Progent's Virtual Office environment connects Progent's remote support professionals across the U.S. and on five continents in a seamless service network that provides easy and dependable access to information technology expertise. Progent does not charge after-hours fees and can quickly escalate complex problems 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 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 generates 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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System Center 2007 Onsite Technical Support
Microsoft System Center 2012 Information Technology Consulting

Progent has more than 10 years of background integrating, and supporting the core components that make up System Center and can assist your organization to plan, install, maintain, and repair your Microsoft System Center solution to maximize the availability and responsiveness of your applications and infrastructure across a mix of Windows and Linux/Unix operating systems and on-premises and Cloud-based datacenters. Progent can assist your organization to migrate to the current version of Microsoft System Center from an older one or from a third-party IT management solution to provide the benefits of enterprise-class deployment, management automation, security, plus datacenter and critical application performance monitoring.

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Professionals for Solaris Remote
Solaris Online Computer Service Companies

Progent provides nationwide online help and consulting services for companies that operate UNIX, Linux, or Sun Solaris networks or whose information systems include a mix of UNIX and Microsoft Windows technology. Online IT help provides optimum return for your information technology dollar by extending client efficiency and limiting the hours charged for computer repair services. Advanced remote support tools and experienced technicians and engineers allow Progent to handle the majority of IT problems without squandering time and money by going to your location. In most of cases your network issues can be remediated by telephone or via a combination of phone support and online connectivity. Progent can put you in touch with Cisco certified CCIE network engineers and CISM premier security specialists to assist with the most difficult network issues.

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Active Directory Consulting
Windows Active Directory Engineer

Windows Active Directory requires significant field experience to configure efficiently across an enterprise. Progentís Microsoft Certified engineers are skilled in designing, integrating, and troubleshooting complex Microsoft Enterprise Active Directory projects. Progentís areas of proven competence with Windows Server Active Directory include replication problems, multi-domain partition design, repair of corrupted AD objects, dealing with residual beta software configuration objects in online AD systems, and fixing unsuccessful configurations of Active Directory and Active Directory-integrated applications.

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Consultant Services for SCVMM 2016 Virtual Switch
SCVMM 2016 and Hyper-V Support and Integration

Microsoft System Center 2016 Virtual Machine Manager (SCVMM 2016) is a component of Microsoft's System Center 2016 suite of IT infrastructure management tools and is intended to provide a centralized mechanism for configuring and managing virtualized datacenters across hybrid networks that can include on-premises and hosted datacenters and Microsoft Azure services. Progent's SCVMM 2016 consulting experts can help businesses of any size with all facets of designing, implementing, and managing a SCVMM 2016 ecosystem. Progent can assess your virtualization architecture, show you how to migrate efficiently from older releases of Virtual Machine Manager, develop workflows for creating and installing virtual machines and VM hosts, implement high-availability scale-out clusters, connect your datacenter resources with public cloud services, set up virtual switches and load balancers, write and refine PowerShell scripts, and help you assess the strategic business benefits of new technologies such as Storage Spaces Direct and Shielded VMs. Progent's certified virtualization experts can provide world-class Windows Hyper-V consulting and VMware vSphere support.

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