Advanced IT Support

**Tools and Technology:** - Microsoft Teams - Asana - Google Drive - OneDrive - SharePoint - Microsoft OneNote - Duo Security - Microsoft Word - Microsoft Excel - Microsoft PowerPoint - Microsoft Outlook - GitHub **Frequently Asked Questions:** **What steps does your team follow to onboard new clients?** 1) **Discovery and Information Gathering:** We begin by gathering essential information to ensure nothing is overlooked, which includes compiling a user list, identifying devices, noting key applications, collecting internet and network details, securing Microsoft 365 or Google Workspace admin access, assessing current backup/security tools, and identifying your major pain points. Additionally, we clarify priorities around compliance requirements, expectations for after-hours support, and who the key decision-makers are. 2) **Access and Documentation Setup:** We set up secure administrative access, verify domain and DNS ownership, and document our findings, including the network layout, vendors, licensing, critical systems, and recurring issues. Our aim is to make your environment clear and manageable. 3) **Baseline Stabilization:** We tackle the most urgent problems right away and work on standardizing fundamental operations such as patching, endpoint protection, multi-factor authentication (MFA), device health checks, and ensuring consistency in core configurations. This step helps reduce “repeat tickets.” 4) **Backup and Recovery Verification:** We evaluate your backups and, whenever possible, verify that restore processes are functioning effectively. If there are gaps or uncertainties in the backups, we devise a plan with defined retention and recovery objectives that align with business needs. 5) **Help Desk Go-Live:** We provide your team with straightforward instructions on how to request assistance, what information to include in their support tickets, and what to expect from the process. We also confirm key contacts and escalation procedures to ensure that issues are resolved swiftly. 6) **30-60 Day Roadmap:** Once we’ve observed the operational environment in practice, we present a brief, prioritized plan outlining immediate wins, risk mitigation strategies, and longer-term enhancements. This process ensures transparency and minimizes unexpected projects. **What is your turnaround time?** We typically follow this approach for turnaround times: - **Urgent issues** (such as business downtime, email outages, or security concerns): addressed as soon as possible during business hours with immediate escalation. - **Normal requests** (like user issues, access modifications, or printer/application problems): processed in the order they were received, generally resolved on the same day if volume permits. - **Projects** (including migrations, network adjustments, or major upgrades): scoped and scheduled with clear timelines after the requirements have been confirmed.