Micro Works Imsn Linkedin Presentation 2011

Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.

Micro Works and IMSN: Micro Works and IMSN: IT Professional ServicesIT Professional Services

Rebecca Boucher, Sr. Account Executive - Micro WorksRebecca Boucher, Sr. Account Executive - Micro Works

Partner Smart.™

Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission.®

Objective Objective

Introduction to Micro Works Computer Center Introduction to Micro Works Computer Center

Introduction to the Ingram Micro Services Introduction to the Ingram Micro Services

Network (IMSN)Network (IMSN)

Learn how the partnership between Micro Learn how the partnership between Micro

Works and IMSN can provide you with a Works and IMSN can provide you with a

complete technical services and support systemcomplete technical services and support system


IT STAFFINGIT STAFFING

ONSITE DISPATCH ASSISTANCEONSITE DISPATCH ASSISTANCE

HELPDESK/NOC SERVICESHELPDESK/NOC SERVICES

In these tough economic times, it seems that all companies are running into the same issue – too much work, not enough people. Micro Works is here to help with this common dilemma. Utilizing contract labor solves this problem without increasing headcount. Micro Works has access to professional, experienced and certified resources all across the country to support your existing IT staff.

Micro Works offers the ideal partnership for companies with nationwide locations. We have the ability to rapidly deploy technical experts and products throughout North America, through a single point of contact, to service all of your locations. We also offer a broad range of technical capabilities and diverse leading-edge technology solutions.

Micro Works provides peace of mind knowing that your network is under the watchful eye of a sophisticated support system which monitors switches, servers and other components. We also offer Level I and II phone support structured as a 24/7 help desk. Let Micro Works help prevent any breaks in production.

Micro Works Nationwide IT Support Triple PlayMicro Works Nationwide IT Support Triple Play


Our Goal Our Goal

To provide the infrastructure, operations, To provide the infrastructure, operations, processes and quality assurance critical processes and quality assurance critical

for delivering world-class, business-grade for delivering world-class, business-grade professional services for a broad professional services for a broad

spectrum of technical capabilities.spectrum of technical capabilities.


Partner Smart.™

Micro Works Computer CenterMicro Works Computer Center


Who is Micro Works?Who is Micro Works?

Micro Works Computer Center is a trusted IT Micro Works Computer Center is a trusted IT hardware, software and solutions provider that hardware, software and solutions provider that companies have relied on for over 20 years. companies have relied on for over 20 years.

Our sales and technical support team can help you Our sales and technical support team can help you assess, plan, develop and deploy solutions critical assess, plan, develop and deploy solutions critical to achieving business continuity and proactive to achieving business continuity and proactive disaster recovery.disaster recovery.

Our sales and technical support team is reachable, Our sales and technical support team is reachable, responsive and knowledgeable. We track all order responsive and knowledgeable. We track all order shipments and monitor all software license shipments and monitor all software license renewals and equipment warranties.renewals and equipment warranties.

We specialize in the areas of network We specialize in the areas of network design/assessment, server consolidation and design/assessment, server consolidation and virtualization planning, infrastructure planning, virtualization planning, infrastructure planning, disaster recovery, power and cooling.disaster recovery, power and cooling.


What sets Micro Works What sets Micro Works apart?apart? At Micro Works, we are viewed by our clients At Micro Works, we are viewed by our clients

as an extension to their IT staff providing as an extension to their IT staff providing solutions that are key to their business solutions that are key to their business goals.goals.

We pride ourselves in our belief and practice We pride ourselves in our belief and practice of managing client relationships through of managing client relationships through integrity, respect, and service.integrity, respect, and service.

We are committed to ensuring our clients’ We are committed to ensuring our clients’ visions are brought into full fruition.visions are brought into full fruition.

Our engineers are continuously keeping up Our engineers are continuously keeping up with emerging technologies through training with emerging technologies through training and certifications.and certifications.


Customer TestimonialsCustomer Testimonials

“Once I move to my new position, I am sure that the Rackspace purchasing team will still be conducting business after such a positive relationship… Kathy you are “Fanatical” to use one of our “Racker” terms!! Thank you for the support and the great service you have provided us.”

- Cesar Lopez, Rackspace Managed Hosting

“Some companies claim to be “customer focused” or “service oriented” when in reality it is nothing but lip service… Micro Works not only talks the talk, they walk the walk too — they have bent over backwards for me at two different organizations and if I ever change again, I am bringing them along. They have proven themselves over and over again, and even though they know they can bank on me being a loyal customer, they never, never let up with the tremendous service.”

- Chris Chipman, HomeAway, Inc

“Carrie Wieland at Micro Works was extremely professional. Our request was handled professionally and courteously. Our installation went without any problems and the support we received throughout the process was outstanding! I would recommend Micro Works to anyone needing the services they provide.”

- Linda Siegman, Otsuka Pharmaceuticals

“For us, having a vendor like Micro Works is invaluable. Their willingness to always go out of their way whenever we need them, and their attention to details are something that we could never do without again now that we have been spoiled by them. We wish that all of our vendors were as responsive as they continue to be for us.”

- Peter Carbonaro, Eagle Investment Systems

“Micro Works Computer Center has always given our company superior service and support. The team is friendly, responsive and, most importantly, knowledgeable. We count on Micro Works to be there for us when we need them and they are. I am glad we chose Micro Works as our service and solutions provider! ”

- Mike Sholtz, Common Voices

“Carrie and her team at Micro Works have always treated us as if their organization is revolving around us. They constantly deliver a level of service that is more than we expect.”

- Stephen Payne, PHT Corporation


Micro Works Customer Base to Micro Works Customer Base to mention a few…mention a few…

nCircle Network Security – San Francisco, CAnCircle Network Security – San Francisco, CA

Millbrook Distribution – Leicester, MAMillbrook Distribution – Leicester, MA

Vericenter/Sungard – nationwideVericenter/Sungard – nationwide

Keyspan – nationwideKeyspan – nationwide

Alure Home Improvement – Plainview, NYAlure Home Improvement – Plainview, NY

HomeAway, Inc – Austin, TXHomeAway, Inc – Austin, TX

Rackspace Managed Hosting - nationwideRackspace Managed Hosting - nationwide

Seamobile – Seattle, WASeamobile – Seattle, WA

Welch’s Foods – Concord, MA HQWelch’s Foods – Concord, MA HQ

Veracode – Burlington, MAVeracode – Burlington, MA


Sample Network AssessmentsSample Network Assessments

Designed by Glenn Block, Network Engineer, Micro Works Computer Center, Inc.


Sample Device DiagramsSample Device Diagrams

Designed by Glenn Block, Network Engineer, Micro Works Computer Center, Inc.


Partner Smart.™

Ingram Micro Services Network Ingram Micro Services Network (IMSN)(IMSN)


What is the Ingram Micro What is the Ingram Micro Services Network (IMSN)?Services Network (IMSN)?

World-class service delivery organization that World-class service delivery organization that provides pre- and post-sales professional and provides pre- and post-sales professional and consultative servicesconsultative services

Designs, deploys and supports hardware and Designs, deploys and supports hardware and software products across diverse technology setssoftware products across diverse technology sets

High quality delivery assuranceHigh quality delivery assurance

Ample resources to deliver solutions throughout Ample resources to deliver solutions throughout the continental U.S., Alaska, Hawaii, Canada and the continental U.S., Alaska, Hawaii, Canada and Puerto Rico (if utilizing call center only calls can Puerto Rico (if utilizing call center only calls can be fielded from locations worldwide – no onsite) be fielded from locations worldwide – no onsite)


What Sets the IMSN Apart?What Sets the IMSN Apart?

Unique solution-provider-delivered service modelUnique solution-provider-delivered service model

IMSN utilizes the best solution providers in local markets rather IMSN utilizes the best solution providers in local markets rather than relying on independent subcontracted technicians. than relying on independent subcontracted technicians.

Our partners:Our partners:– Have heavily invested in both infrastructure and elite certifications Have heavily invested in both infrastructure and elite certifications

and trainingand training– Understand the importance of building and maintaining customer Understand the importance of building and maintaining customer

relationshipsrelationships

– Are experts in accommodating the needs of small, midsize and Are experts in accommodating the needs of small, midsize and enterprise organizations with the utmost versatilityenterprise organizations with the utmost versatility

Focus on qualityFocus on quality– Professional, business-grade solution providers — not “hired Professional, business-grade solution providers — not “hired

guns”guns”– SLA-driven modelSLA-driven model– Quality and compliance subcommitteesQuality and compliance subcommittees– End-user customer satisfaction surveysEnd-user customer satisfaction surveys– Single point of contact – eliminates interaction with multiple Single point of contact – eliminates interaction with multiple

“mom & pop shops” at individual locations for service“mom & pop shops” at individual locations for service


What Sets the IMSN Apart? What Sets the IMSN Apart?

High standard of support on end-to-end solutions, High standard of support on end-to-end solutions, including:including:– Professional servicesProfessional services– Technology servicesTechnology services– Project management and deployment Project management and deployment

Industry-leading technology expertise and service Industry-leading technology expertise and service capabilitiescapabilities– Not simply desktop and peripherals break/fix servicesNot simply desktop and peripherals break/fix services– Pre- and post-sales professional and consultative servicesPre- and post-sales professional and consultative services– Partners sell and support leading-edge technology Partners sell and support leading-edge technology

solutionssolutions


IMSN Member ReachIMSN Member Reach


IMSN Help Desk IMSN Help Desk CertificationsCertifications

Certified Call Center AnalystCertified Call Center Analyst Help Desk Manager CertificationHelp Desk Manager Certification

STI Call Center Manager CertificationSTI Call Center Manager Certification

ITIL Best Practices ITIL Best Practices

A+ Certified ProfessionalsA+ Certified Professionals

Network + Certified ProfessionalsNetwork + Certified Professionals

Security + Certified ProfessionalsSecurity + Certified Professionals

Microsoft Certified ProfessionalsMicrosoft Certified Professionals

Cisco Certified ProfessionalsCisco Certified Professionals

Novell Certified ProfessionalsNovell Certified Professionals

Citrix Certified ProfessionalsCitrix Certified Professionals


IMSN Customer Base to IMSN Customer Base to mention a few…mention a few…

• Otsuka Pharmaceuticals – nationwideOtsuka Pharmaceuticals – nationwide

• Office Depot – nationwideOffice Depot – nationwide

• HSBC Bank - nationwideHSBC Bank - nationwide

• IBM Global Services – nationwideIBM Global Services – nationwide

• Best Buy – nationwideBest Buy – nationwide

• TNCI – Boston, MATNCI – Boston, MA


Partner Smart.™

The PartnershipThe Partnership


Partnership OfferingPartnership Offering

Ability to offer a broad range of technical Ability to offer a broad range of technical capabilities and diverse leading-edge capabilities and diverse leading-edge technology solutionstechnology solutions

Ability to rapidly deploy technical experts and Ability to rapidly deploy technical experts and products throughout North America, through products throughout North America, through a single point of contact, to service all of your a single point of contact, to service all of your listed locationslisted locations

Backed by a service provider network of more Backed by a service provider network of more than 850 qualified organizations, through the than 850 qualified organizations, through the IMSNIMSN

Enhanced customer support capabilities Enhanced customer support capabilities Maximize ROI for your technology solutionsMaximize ROI for your technology solutions


Meeting Customer NeedsMeeting Customer Needs

Micro Works and IMSN together will create a Micro Works and IMSN together will create a nationwide technical support system that nationwide technical support system that incorporates the following:incorporates the following:

• A+ certified technicians dedicated to critical A+ certified technicians dedicated to critical locations 2 days a week for 8 hrs each daylocations 2 days a week for 8 hrs each day

• Level I and II phone support structured as a Level I and II phone support structured as a 24/7 help desk24/7 help desk

• Multi-level technician dispatch service working Multi-level technician dispatch service working hand-in-hand with the help desk hand-in-hand with the help desk


No

Yes

Yes

Overview of Call ProcessOverview of Call Process

Micro Works will monitor all cases to provide additional assurance measures.

Cases where applications and/or systems are not supported by the help desk will be directed to reseller.

Level 1 Service Includes:■ Desktop Applications -Microsoft Core -Custom application with support documentation supplied by VAR■ Internet/Network Connectivity■ Desktop peripheral hardware -Printers, Keyboards, Monitors, Mouse, Barcode readers, etc ■ Desktop Operating Systems

Level 2 Service Includes: ■ All of Level 1■ Server Operating Systems - troubleshoot server operating systems problems, document and recommend changes/patches to VAR■ Server User Application - List of supported applications will be documented during on boarding process■ User Administration - Remote access and proper authentification/level of access needed

Level ICall-answering and first-

level troubleshooting service.

Level I resolution

after 10 minutes?

No

Case is closed and Quality Assurance survey process begins.

Call is escalated to Level II adding broader scope of knowledge and remote-

control capabilities.

Level II resolution

after 10 minutes?

Case is closed and Quality Assurance survey process begins.

Call is escalated

appropriately.

Call is directed to reseller SPOC.

Call is directed to dispatch service where

case is followed to resolution.

70% of first-calls will be resolved at initial contact.

Call is made to

1-800-YOUR#


Service Partner CapabilitiesService Partner Capabilities

Extensive Vertical Technology SolutionsExtensive Vertical Technology Solutions– Security and vulnerability assessment servicesSecurity and vulnerability assessment services– Enterprise storage/document managementEnterprise storage/document management– Wireless/mobilityWireless/mobility– Networking, VoIP, IP surveillanceNetworking, VoIP, IP surveillance– AIDC/POS/RFIDAIDC/POS/RFID– Digital signageDigital signage– Disaster recovery/business continuityDisaster recovery/business continuity– VirtualizationVirtualization



Extensive Manufacturer ExperienceExtensive Manufacturer Experience– Hewlett-Packard, IBM, EMC, DellHewlett-Packard, IBM, EMC, Dell– Microsoft, Cisco Systems, Juniper NetworksMicrosoft, Cisco Systems, Juniper Networks– WatchGuard Technologies, SonicWall, WatchGuard Technologies, SonicWall,

CheckPoint Software Technologies, McAfee, CheckPoint Software Technologies, McAfee, Trend Micro, SymantecTrend Micro, Symantec

– Polycom, 3Com, Enterasys Networks, Blackberry, Polycom, 3Com, Enterasys Networks, Blackberry, Symbol/MotorolaSymbol/Motorola

– Xerox, Brother, Canon, FujitsuXerox, Brother, Canon, Fujitsu– Microsoft Exchange, Win 7, virus protection Microsoft Exchange, Win 7, virus protection

servicesservices



Business and IT Lifecycle Services - Business and IT Lifecycle Services - Products and services that solve complex and Products and services that solve complex and evolving business needs:evolving business needs:

– Technology lifecycle servicesTechnology lifecycle services– Enterprise networked storageEnterprise networked storage– Server consolidation and migration servicesServer consolidation and migration services– Networking infrastructure design and supportNetworking infrastructure design and support– Data center designData center design– Security services and consultingSecurity services and consulting– IT consolidation, TCO and ROIIT consolidation, TCO and ROI– Secure remote office and virtual networking Secure remote office and virtual networking

(VPN and Citrix Systems)(VPN and Citrix Systems)– Business continuance and disaster recoveryBusiness continuance and disaster recovery– Converging technologiesConverging technologies


Quality AssuranceQuality Assurance

Partners are measured on response time, technical Partners are measured on response time, technical capability, professionalism and communicationcapability, professionalism and communication

All members must maintain a minimum satisfaction All members must maintain a minimum satisfaction rating of 4.5 (on a 1-5 scale)rating of 4.5 (on a 1-5 scale)

– Members who fall below 4.5 are reviewed by a Members who fall below 4.5 are reviewed by a compliance teamcompliance team

IMSN consistently scores on par with or above the IMSN consistently scores on par with or above the national average satisfaction rating national average satisfaction rating

IMSN is also benchmarked against nationwide IMSN is also benchmarked against nationwide service providers through Service 800, a CompTIA service providers through Service 800, a CompTIA affiliateaffiliate

Micro Works’ administrators will oversee each case Micro Works’ administrators will oversee each case to ensure proper handling of all issuesto ensure proper handling of all issues


Cost StructureCost Structure

Set-up FeeSet-up Fee $500$500

Dedicated Toll-Free Number with Dedicated Toll-Free Number with Personalized Greeting Annual Fee* Personalized Greeting Annual Fee*

$1100$1100

500 Points**500 Points** $1950$1950

1000 Points** 1000 Points** $3295$3295*Yearly renewal fee to maintain toll free # is $700

**Each type of call has a certain point value. See next slide for details.

Telephone Helpdesk Services Telephone Helpdesk Services (Pricing Subject to Change)(Pricing Subject to Change)

On–Site Dispatch ServicesOn–Site Dispatch Services

New Member FeeNew Member Fee $250$250

Monthly FeeMonthly Fee $45$45

Dispatch Fee Per Call FeeDispatch Fee Per Call Fee $25$25


Telephone Help Desk Telephone Help Desk Point Values Point Values


Additional Services – Additional Services – Project DeploymentProject Deployment

Documents

Micro Works Imsn Linkedin Presentation 2011