:: Intertec Consulting:: Infrastructure Support

Infrastructure
Support

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How can we help you? Email us at sales@intertec-consulting.com

Intertec Consulting offers a wide range of infrastructure support- related services. We develop strategies, design processes, construct and integrate technology architecture, and provide end-to-end outsourcing services.

Through these services, we help you with your day-to-day support operation tasks for your internal and/or external platforms. We specialize in providing total support operations management, or we can offer experienced resources to complement your existing workforce, increasing your coverage, flexibility, and expertise.

Approach

Our methodology for the implementation and transition of our infrastructure services entails the following phases:

Due diligence
Onsite training for knowledge transfer and assimilation
Shadowing
Reverse shadow
Nearshore steady state

Intertec Consulting specializes in the design, deployment, and management of internal Help Desks through end-user support. Our flexible approach allows us to be on site at your location or you can take advantage of our existing Help Desk infrastructure through our Costa Rica Technology Center. We also offer help desk services as additional support to your exisiting workforce or as after-hours and weekend coverage.

Our delivery methodology is based on industry best practices. We help you improve internal processes and call flows to maximize agent productivity and help reduce the number of support requests over time.

Our Help Desk Support Services include:

End-to-end support: call logging and routing, problem diagnosis, escalation, problem resolution, tracking, and reporting
A single point-of-contact for all IT support requests including PC troubleshooting, high end server support and software, third-party applications, and proprietary customer products support
Level I, II and III technical support engineers, ensuring efficient problem diagnosis and resolution.

Intertec Consulting makes it a priority to help you stay current as technologies and systems evolve so you can improve youf business process efficiency and reduce costs. We are experienced in planning platform migrations and upgrades of operating systems, databases, and applications. We guarantee non-stop operational support for your business and minimize service disruption for your users.

Intertec Consulting understands your critical need for an efficient Network Operations Center to manage different networks or to provide geographic redundancy in the event one site or application becomes unavailable or goes offline. Intertec offers this service from our nearshore state-of-the-art facility in Costa Rica, and we deliver remote NOC services to help global enterprises cut their infrastructure management costs without sacrificing expert skills.

Our Remote NOC monitors networks for alarms and/or specific conditions that may require special attention to avoid an impact on network performance, ensuring high availability and fast response time. We offer you the flexibility to implement a complete remote NOC solution or you may simply wish to start with remote monitoring for a portion of your network, site, applications, or specific group of servers.

Our NOC Services include:

Alarm Monitoring
Performance Monitoring
Routine System Maintenance
Ticket Routing, Escalations, and Follow-up
Daily and Monthly Reports of KPI (Key Performance Indicators)
Trends Reports and Trend Analysis
Proactive Network Management, Assessment, and Optimization
Remote Server Administration and Support (Windows 2000 & 2003, IIS 5 & 6, 32 and 64-bit environments)
Large-scale Server Patching (including Clustering)
SQL 2000 & 2005 Maintenance, Administration, and Monitoring (32 and 64-bit environments)
Website Installation under Platform IIS 5 & 6, 32 and 64-bit environments)
Application Management (including configuration, migrations, permissions, and maintenance)
Active Directory Management
Workstation Support
RILO Server Administration
Secure Account Setup