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 Global Point's IT support service is designed around the needs of clients and their individual users. Our engineers, backed by the power of Kaseya Management Platform, deliver exceptional responsiveness and accountability.
User IT support and training is a people business. It is people who experience the everyday problems that stand in the way of efficient working. Equally, it takes knowledgeable and qualified people to resolve such problems satisfactorily.
Acknowledging this, we put exceptional amounts of effort into recruiting talented, motivated problem-solvers, who genuinely enjoy human interaction. Global Point support engineers are all technical experts, able to resolve IT problems swiftly.
But, equally importantly, we recruit to ensure that they also have exceptional interpersonal skills. These high quality people are then supported with market leading support systems from Kaseya and Teamviewer, work within a culture where success is always measured in terms of client satisfaction, and where constant self-improvement is the norm.
Client feedback directly impacts on Global Point engineers' bonuses, providing them with an additional reason to meet and exceed needs and expectations.
Overview
Global Point user support is delivered by a dedicated team of Service Desk engineers, providing telephone and remote support. This team is augmented by a highly qualified team of Field Engineers who visit client sites as scheduled or as need be, depending upon the client's service.
The Service
Some clients opt for an All Inclusive contract, in which monthly fees are fixed. Others opt for hourly rate agreements, where fees vary according to demand and usage. Overall, we aim for flexibility.
Others retain us to augment an in-house IT function via our Complementary Service model. Beyond this, we tailor individual support agreements to suit individual clients and their organizational requirements.
Some clients want regular on-site visits included. Others do not. Some want our engineers to have remote access to user's machines. Again, others may not need this facility. Some clients (with their own in-house IT resource) use Global Point to deliver first-line user support, escalating calls to an internal team, designed to deal with issues that cannot be resolved via an initial call.
Approach
How do we approach any calls?
Above all, we recognize that supporting people is as important as supporting computers. We believe passionately in the importance of quality people, delivering a human-to-human service:
- All calls are answered by qualified Service Desk engineers. We do not employ helpdesk “call-loggers” whose only job is to take a message.
- We resolve 75% of problems in 30 minutes or less.
- Our Client Management System puts critical client information at the fingertips of every engineer answering a call or dealing with a client problem.
- We have systems in place that ensure that the right engineer is allocated to the task in question.
- Our CRM Site offers clients proactive updates and real time tracking of live support issues.
- Clients are given the option to feedback personally on all interactions, and this feedback directly impacts on engineers' monthly pay.
- We help to identify user training requirements for our clients, increasing productivity and helping to minimize ongoing support costs.
- The Global Point platform delivers user-friendly reports for clients wishing to analyze their IT and support needs.
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With the rapid pace of changes in technology and the increasing level of aggressiveness of hackers and network attacks, firewall management skills are becoming more and more important. Likewise, the demand for firewall technicians and managers is on the rise, making it more difficult to find qualified individuals – especially for businesses that do not require a full-time employee for firewall management. Global Point’s senior level security consultants are highly skilled in firewall management, and can assist you by providing monitored firewall service for your organization. Whether you’re starting from scratch and you need us to design and install a firewall system in your organization, or you’re ready to offload in-house management of your existing firewall, Global Point can provide expert support and timely service for all your security needs.
Global Point’s security experts will audit your network configuration and provide you expert advice on your existing security. Our security experts will perform the following service
- Firewall/Router/Switch maintenance
- Firmware Upgrades
- Access-list policy setup
- Security and event monitoring
- Security analysis
- Security planning
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What Global Point offers :
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Global Point offers one-stop network services, including network & computer hardware, software, cabling, network installation and configuration, as well as maintenance and support services
At Global Point we see your network infrastructure as a calculated business asset – the groundwork connecting everything you do. It is because of this results-oriented approach to enterprise network services that we can provide you with the essential infrastructure needed for your network environment.
We specialize in the design, implementation, and maintenance of Wide Area Networks (WANs), Local Area Networks (LANs), as well as Small Office Networks. We can provide you with solutions to all of your infrastructure needs including, Server Solutions, Data Protection and Backup, Messaging Solutions, Desktop & Laptop Support, SQL Administration and more.
Our certified cabling partner handles the installation and maintenance of voice and data cabling, fiber optic, as well as the design and implementation of complete rack systems and server rooms.
Don't underestimate the value of your infrastructure - minimize downtime and maximize capacity.
Global Point offers their expertise to research, price, procure, and setup your infrastructure based on your needs. We take the hassle out of your hands.
There are so many options out there; it can be confusing and daunting for the average business person to keep up with the technology changes. We can help! Let us give you a solution that grows with you.
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Does your Chicagoland based business operate abroad?
Companies that operate internationally require an IT company that can keep up. Global Point offers support for numerous international locations. Our certified consultants are available remotely, and on location, to ensure that all of your IT needs are met.
Global Point currently operates in the following countries:
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| Your company is more reliant than ever on your network’s accessibility, performance, and security. Global Point knows just how mission-critical your software applications are. Every minute that your personnel can’t send or receive e-mail or access a database, your business is losing valuable revenue and alienating customers.
Monitoring your system for performance loss and other potential issues is another way that Global Point strives to keep you and your technology working in harmony.
- Reduced Down Time. Don’t lose out on a sale because your online catalog is down.
- Reclaim Productivity. If your network is slowed by high bandwidth applications or is simply too small for your requirements, your productivity is suffering. Let Global Point monitor for these needs as they develop so that you can do what you do best and leave the network to us.
- Increased Security. If someone is attaining unsanctioned access to your network, your security is compromised. Global Point can monitor for such security breaches and stop them from becoming a problem.
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| Global Point LLC offers one-stop network services, including network & computer hardware, software, cabling, network installation and configuration, as well as maintenance and support services.
Network planning is essential to ensuring high-performance and long-term network operations. We help our clients to identify their business and technical requirements, develop network design plans, and recommend courses of implementation.
We specialize in the design, implementation and maintenance of Wide Area Networks (WANs), Local Area Networks (LANs), as well as Small Office Networks.
Our certified cabling partner handles the installation and maintenance of voice and data cabling, fiber optic, as well as the design and implementation of complete rack systems and server rooms
Server Solutions
Global Point LLC offers their expertise to research, price, procure, and setup your server based on your needs. We take the hassle out of your hands.
There are so many options out there; it can be confusing and daunting for the average business person to keep up with the technology changes. We can help! Let us give you a solution that grows with you.
Email Solutions
Global Point LLC offers a solid understanding of what your email options are: Do you need to In-source or outsource?
Pop or exchange?
Mobile mail, webmail?
Handheld phones; iPhone, TREO or Blackberry?
Let us help you answer these questions and more as you setup your email solution.
Backup & Recovery
We cannot put enough emphasis on proper backup and recovery procedures. Have you considered what could happen to your business if you experience a failure of your system or server? What is your recovery procedure? What happens to your data?
Let us help you put in layers of protection for your data. We work with companies utilizing onsite and off-site backup solutions.
Do you need help configuring
- Mozy Pro?
- Symantec Backup Exec?
- Iron Mountain?
We are here to help. |
| Global Point LLC project managers listen to find out what your business really needs, the challenges it faces, plus your goals and expectations.
Completing an IT project on time, under budget, with comprehensive documentation, is the goal for a business of any size. Our IT Project Managers can help you achieve that goal, with our methods of planning, evaluation, and implementation.
Our IT Project Management Professionals with PMP certifications gather information from your enterprise to create a strategy that incorporates the best practices and best product and service solutions for your individual environment. We always pay attention to the details in planning and implementing a project, documenting each procedure and each phase to ensure accurate tracking and reproduction, if necessary. |
Our Network Deployment & Server Relocation services assist clients in deploying and relocating critical systems to Chicago or cities within a 40 mile radius.
Our highly-skilled staff will proactively identify, schedule, document, and monitor activities required to successfully relocate equipment as part of the overall network deployment or server relocation project.
Global Point LLC uses best practices project management methodology to ensure efficiency and security in the transfer of your systems, focusing on three key goals:
- Quality - of the analyses, written deliverables and client interactions
- Efficiency - of processes, minimizing client effort while maximizing preparedness
- Delivery - all contractual commitments delivered on-time
Throughout each phase of the project, our staff works with you to:
- Gather requirements and develop a project plan for your critical systems
- Prepare space allocation at one of our data center facilities or your new office location
- De-install any hardware equipment at your current location
- Move, install and test all hardware equipment at new location
- Provide knowledge transfer and project transition
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| At the core of almost every application in your company lies a database. Databases provide the underlying support to your customer service, production operations, internal operations, sales, and marketing. From day-to-day operations to strategic decision-making, your databases are the engines that drive your business. Our database certified engineers have the experience and skill sets you need to ensure your database environments have high performance, security, and accessibility.
Support Features
- Installation, upgrades, and configuration
- Daily, proactive monitoring and administration using Enterprise Manager, and Kaseya monitoring toolsets
- Fast, efficient response to database events
- Backup and recovery planning
- Disaster recovery analysis and testing
- Database performance monitoring and tuning
- SQL tuning analysis
- Space management and capacity planning
- Security administration and maintenance
- Object creation and management
- Highly available architecture design and implementation
Remote Support
This is the core of our expertise. We use our Kaseya tools to connect to your servers and root out problems as they occur during the business day. We are here to help you 24x7. |
| Infrastructure Virtualization
Virtualizing a server infrastructure enables the partitioning of hardware resources and installation of different operational systems on a single physical server.
Among other features offered by such a solution, we would like to highlight the following:
- System for central management of farms of virtual servers
Enables centralized monitoring and management of the virtualization system.
- High availability of the system for the server virtualization
In case of irregularities in the work of one of the physical servers, all virtual servers, which are on the respective physical servers when the fault happens, are automatically transferred to the available physical servers.
- Dynamic load distribution
Functionality enabling an automatic load distribution among the physical servers in the system. In other words, if resources (CPU, Memory) on one physical server are overloaded, the aforementioned functionality will automatically prevent overload of the physical server by transferring one or more virtual servers to other less loaded physical servers.
- Migration of virtual servers on request
This functionality enables the manual migration of virtual servers from one physical server to another without turning off the operational systems.
- Image backup of virtual servers
Enables a backup of the complete image of the virtual server in an online mode, which makes the data restoration easier.
Benefits of Virtualization
By using the system for the virtualization of server infrastructure it is possible to achieve significant cost savings at several levels:
- Reducing the number of physical servers reduces the need for electrical power, space needed for the server, resources for the maintenance of the necessary air-condition in data centers, etc.
- Creating a unique environment for servers enables to achieve significant savings of server maintenance.
- Reducing management and administration costs via a central system for the monitoring of virtual servers.
- Reducing the time for the implementation of new server.
- Enabling a high level of system upgradability.
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VoIP phone systems have become extremely popular amongst small to medium sized businesses and many people have already made the switch to VoIP phones. Internet (and especially broadband) has made this new internet telephone technology a reality, opening the door to unified communication as many mobile phones are also embracing VoIP technology. When you are able to focus less on the cost of the calls you are making, and more on the content of the communication, it can change the way you do business.
Advantages of VoIP phone systems over traditional telephones:
- Mobility. VoIP phones are extremely portable and if you have an internet connection you are ready to call using your internet phone. These phones are quite small and weigh very little so they are convenient to carry around if you or your employees aren’t always at the office.
- Phone features. VoIP phones have all the features that your current phones have (and probably even more). VoIP offers features like Auto-Attendant, Customized Voice Prompts, Advanced Call Forwarding, Voicemail to Email and many more. The features that your VoIP phone has will depend on the package that you choose, but you can always subscribe for more features if you feel that you need them.
- Video conferences. VoIP phones aren’t only for traditional audio calls; you can also have video conferences from which you can share display and files with your clients. How much time would you save if you could have meetings from your office instead of driving to the client?
The functionality that VOIP phones give you will make you wonder why your business hasn’t been using them for years. VOIP systems were designed to meet the increasing demand of higher communication services while ensuring scalability and functionality when you need it.
If you are thinking of implementing a VoIP phone system for your business in the Chicago area or surrounding cities, our IT consultants can offer their expert advice and give you the honest answers that you need to make a decision.
Think of the possibilities that VoIP could open up for you. Call us to see which VoIP services would work best for your business! |
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