Management and Support Operations
Our Corporate Office and 24×7 Operations Center are located in San Jose, California. We employ the latest and greatest technologies in our support operations. Our Operation Center is equipped to monitor, manage, maintain and support our customer’s IT infrastructure from Internet Connectivity, Firewalls, Networks, Servers, Telephone Systems, down to the individual user’s computer.
The Support Operations center is staffed 24 hours, every day of the year. If you experience a problem with your service we are providing you in any time of the day or night, our team will engage quickly to resolve the problem. For efficient handling for support requests, we operate a proprietary Service Management System and Client Services Portal System. All support requests are handled by the Operations Administrator and assigned to the appropriate Expertise Team or Onsite Team for faster resolution. Operations Administrator manages and monitors each request and progress is reported back to the customer at every stage until resolution.
Our Teams
ExpertCare™ Managed Services Team
This is our team of Network, Security and Systems specialists who are in charge of the day-to-day operation of ExpertCare™ Managed IT Services and our CoManaged IT Services. This team monitors our early trouble detection and service availability alert systems. Members of this Team are cross-trained to handle all IT operations needs of our Clients. This Team works closely with Expertise Teams in handling routine maintenance, repairs, and onsite tasks at Client locations.
Specialized Expertise Team
We employ highly skilled Network and Systems Engineers, Cyber Security Specialists with high-level of expertise and experience and with industry-leading certifications and credentials such as MCSE (Microsoft Certified Systems Engineer); MCP (Microsoft Certified Professional); NSE Network Security Engineer by Fortinet, and other relevant training and certifications from Cisco, Palo Alto, Dell, and SentinelOne. Our Specialized Expertise Team focuses on advanced and complex technical services delivery and supports our ExpertCare™ Managed Services Team as technical escalation resource.