A local custom fabrication facility, specializing in small and medium build to order jobs and production runs, dramatically increases their IT support response times and eliminates more than 98% of their network downtime.

Problem:

The Company was having support issues with their existing IT outsourcing provider. The outsourcing company was not providing adequate support response times. The poor support response was resulting in IT down time, lost productivity, lost revenue and customer good will issues. In addition the outsourcing company was not identifying IT enhancements and technologies designed to streamline the existing infrastructure to better meet the business requirements of the company

Solution:

First we identified the IT Management Team. Then we defined a clear communication path between the company and the support services of Able Automation systems. We then implemented the following services to support the IT infrastructure and the company users: Project Manager Telephone Help Desk Support Remote Administration Support On-Site Support New Technology Research and Development And most recently the proactive Able24x7 network monitoring service

In addition we identified enhancements that would improve the performance and availability of the network. We proposed phases to performing the upgrades and enhancements. The IT management prioritized the phases and scheduled them to meet the budget restraints of the company. Some of the phases completed to date are: Implemented technologies that allow Able Tech Support to remotely administer the network Upgraded the Domain Controller from Windows NT to Windows 2003 Upgraded the Email Server from Exchange 5.5 to Exchange 2003 Implemented a Terminal Server in application mode Install Thin Client technology at key user locations throughout the organization Replace older network hub equipment with managed switches Implemented VPN technology allowing roaming users to access the network when away from the office Incorporated many best IT practices Incorporated many best security practices Identified the need for a custom software application to help the CAD department track drawing information.

Result:

Able is now consistently exceeding the companies IT support needs and is providing the following benefits: Fast service response times A dramatic decrease in Network outages and downtimes Identifying and implementing new IT technologies designed to enhance the immediate needs of the company and prepare them for the needs of the future Provide programming services to spec and build custom software to meet a specific business need