Marcum Technology Provides Strategic Planning, Remediation, Scalability, and Support Through Managed IT Services
Following their transition to a stable and scalable IT platform, the firm enjoys better network performance, significantly less downtime, and fewer help desk requests, enabling them to service clients more efficiently and profitably.
ABOUT THE CLIENT
Based in Maryland, this client of approximately 100 employees is a regional assurance, tax, and consulting firm providing services to businesses, government agencies, organizations, and individuals.
HOW WE HELPED
All technical issues are triaged through the help desk’s ticketing system where we provide tiers 1 through 3 and senior engineering services. The ticketing system allows us to provide Services Level Agreements (SLAs) and other performance metrics. While most of the issues could be resolved remotely, the customer preferred having an IT presence at their offices, so we provided on-site support three days a week.
RESULTS
Marcum Technology worked with the client’s leadership team to fully understand their business objectives and develop a realistic project plan that would not interfere with busy season or the client’s ability to perform billable work throughout the year.