Magenta Wireless Case Study

SITUATION

 

Magenta Wireless LLC is a T-Mobile premium retailer with stores in Central and North Florida. This fast-track company, which opened its first nine stores in just over three months, is now up to eleven, and on pace to expand by one to two additional stores each month. Magenta needed a IT partner with retail-specific knowledge plus the strength and flexibility to scale at the speed with which the company was growing.

 

RESOLUTION

SYMBITS began its partnership with the launch of Magenta Wireless’s 10th and 11th stores. The new store set-up included software and hardware pre-configuration store network set-up, and all hardware installation, including Wi-FI access points, POS units, printers, scanners and peripherals. Then to ensure IT system consistency across all its stores, SYMBITS retrofitted the original nine stores. SYMBITS installed a remote monitoring agent in all stores to manage all software and security updates, and troubleshoot and resolve issues quickly. SYMBITS also ensures that all stores achieve PCI DSS compliance—monitoring and managing the regulatory technology that protects credit card data, personal information, and customer identities.

 

SERVICES PROVIDED:

 

  • New store set-up and managing IT needs fo existing stores
  • Monitoring, maintenance and monitoring agent for 11 stores and growing
  • PCI DSS compliance monitoring and maintenance

 

“If it has a switch, SYMBITS is responsible for it. From scanners to monitors to printers, that’s all in their sandbox. At the pace at which we’re growing, we needed an IT partner with deep experience in the retail wireless arena. I knew they had built out nearly 100 other T-Mobile wireless stores, so I trust their expertise. It’s been a great partnership so far, and I’ve been really pleased with their ability to configure and manage all our IT systems.” — Jose Arcay, Owner/President, Magenta Wireless LLC

ITMS Case Study

SITUATION

ITMS Group, Inc., a provider of scientific and knowledge content for Latin America, needed a technology partner that could provide support for their IT infrastructure, which included physical and virtual servers, users in the U.S. and throughout Latin America. ITMS wanted a partner that could not only provide monitoring, maintenance, management and help desk support, but also offer recommendations for technology solutions to streamline and enhance operations.

 

 

RESOLUTION

In addition to creating a customized maintenance, monitoring and management solution for ITMS Group, SYMBITS also partitioned the physical server so that two separate companies under the ITMS umbrella could run on the same server. With users both in U.S. and in countries such as Mexico, Brazil,  Peru and Chile, the ability to have remote support and monitoring, plus cloud back-up was especially important. The monitoring agent includes anti-virus and anti-spyware software, and checks for Microsoft updates, patch management, optimum performance and resource utilization.

 

SERVICES PROVIDED:

  • Monitoring agent for U.S. and international users, plus physical and virtual servers
  • Cloud back-up
  • Full remote support and on-site support as needed
  • Technology solutions including firewalls and server partitioning

“We’re now in our third year working with SYMBITS as our technology partner, and what’s most important is that I can trust them completely—I know their recommendations are sound, their team is knowledgeable, and if it’s a critical issue that they’ll respond quickly.”  – Gabriel Suarez, Director, Project Management.

Mobile Store Operators Case Study


SITUATION

Mobile Store Operators (MSO) is a T-Mobile premium partner. MSO’s primary focus is owning and operating T-Mobile stores, selling all T-Mobile wireless services Internet of Things (IOT) products and equipments and providing “magenta glove” service. Founded in 2013, MSO is responsible for 85 T-Mobile locations in Florida, North and South Carolina, Massachusetts, Rhode Island, New Hampshire and Puerto Rico. From the coordination and set up of new stores to managing the needs IT needs of existing stores, MSO knew it needed an IT partner with retail-specific knowledge to handle all their requirements.

RESOLUTION
SYMBITS has partnered with MSO since its inception, providing a comprehensive suite of services that includes both new store set-up as well as IT management of existing stores. Its scope of services for new store set-up includes software and hardware pre-configuration store network set-up, and all hardware installation, including Wi-FI access points, POS units, printers, scanners and peripherals. For the existing MSO T-Mobile stores, SYMBITS uses its M3 (monitoring, maintenance and management) remote agent to ensure that all updates and security patches are current, and provides unlimited remote help desk support as well as quarterly onsite visits. Through the remote help desk support, issues are resolved quickly-fast turnaround being critical in the retail environment. SYMBITS also ensures that all stores achieve PCI DSS compliance-monitoring and managing the regulatory technology that protects credit card data, personal information, and customer identities.

SERVICES PROVIDED:

” New store set-up and managing IT needs fo existing stores
” Monitoring, maintenance and monitoring agent for 85 stores
” Full remote support, on demand onsite support and quarterly onsite visits
” Supply and support MSO management’s laptops and mobile devices.
” PCI DSS compliance monitoring and maintenance

“With SYMBITS we’re able to minimize productivity loss due to IT issues. They are a true partner, and take care of everything from planning our data and phone services to ensuring compatibility of all our retail systems and devices and troubleshooting issues like Wi-FI connectivity, monitoring data speeds and retrieving lost passwords. When an issue does arise, it’s often handled before it ever interrupts our sales process-they really do understand retail IT better than anyone else.” – Buddy White, General Manager, MSO

Impact Makers Case Study

SITUATION

SYMBITS was asked to create a maintenance, monitoring and management solution for Impact Makers, a management and technology consulting company based in Richmond, Virginia. The company provides services in Management and IT Consulting, Program and Project Management, Digital Services, Governance, Risk and Compliance, and Healthcare Solutions. The company’s in-house IT specialist provides help desk support to the company’s 125 users but as Impact Makers continues to experience next-level growth, it needed ancillary support in addition to monitoring services.

RESOLUTION

SYMBITS created a customized maintenance, monitoring and management solution for Impact Makers that included a monitoring agent for all its computers (125 users) and four servers, plus full remote support for the servers. The monitoring agent includes anti-virus and anti-spyware software, and checks for Microsoft updates, patch management, optimum performance and resource utilization.  In addition, SYMBITS provides after-hours support to users, enabling the IT specialist to not be on-call round the clock.

SERVICES PROVIDED:

  • Monitoring agent for 125 users and 4 servers
  • Full remote support for the servers
  • After-hours support to users, based on a pre-paid block of hours.

“Being able to hand over help desk issues after hours has been a terrific help. SYMBITS has also been a great resource when I need input on any tech issue. We’ve worked with them for over a year, and they are always professional and responsive.”  – Michael Cannon, IT Specialist, Impact Makers

ASTC Case Study

SITUATION

SYMBITS was tasked with an IT relocation for A&S Total Cleaning—moving servers, computers, laptops, printers and network equipment from Deerfield Beach to its new offices in Fort Lauderdale. A&S Total Cleaning provides complete managed facility services including daily and weekly cleaning for facilities including hospitals, schools, office buildings, commercial warehouse spaces, restaurants and homeowner associations. The company has 300 + employees, with an office staff of 23 plus seven area managers and seven supervisors, all using company phones, computers, laptops and/or iPads that required technology conversions during the relocation. The challenges were myriad: a timeline of less than a month, a weekday move date that wasn’t fixed, migration to a new phone system, a budget focused on cost savings, and to complete the relocation with as little downtime as possible.

SYMBITS first conducted a walkthrough at the old location in order to create a full inventory that included the server, computers, and access points for WiFi. Next, the SYMBITS team toured the new location to confirm space requirements, network requirements, review the configuration of the server room, and make recommendations for new equipment, including a more robust wireless router. Throughout the month prior to the move, there was daily follow up, in order to confirm that milestones would be met.

The added challenge of changing to a new phone system was streamlined through direct connection with the phone provider—and due to SYMBITS established industry connections, the vendor was a company with which SYMBITS had personal connections, which helped facilitate communication and coordination.

A&S Total Cleaning had arranged for fiber installation at the new location, but to ensure connectivity, SYMBITS arranged for two back-up options. When the utility failed to meet the fiber installation deadline, the back-up WiFi provider was already in place.

Because of the diligence in pre-planning, move day itself was seamless and stress-free, and even the relocation of the server was not time-critical, as SYMBITS had previously moved much of the essential systems and documents to the cloud. On the day of, SYMBITS divided into teams—one engineer responsible for desktop and laptop setup and a second engineer responsible for server moving and setup. The desktop engineer set up the workstations in the new offices, while the server engineer removed the server from the old location, moved and racked it in the new location confirming that all services were again available including file and print, internet connectivity, email, authentication etc.

RESOLUTION

SYMBITS was able to successfully deliver a seamless, efficient and cost-effective IT relocation for the client, taking care of the technological infrastructure, servers and network equipment. Despite limited manpower, a tight timeframe, and the added challenge to migrating to a new phone system, SYMBITS was able to complete the IT relocation in a single day, with more than 95% of all systems set up and working in their new office by end of the day, and all remaining issues (such as connectivity to a new printer) were completed by the following day.

SERVICES PROVIDED:

  • Onsite IT audit
  • Dedicated team and specialist IT engineers
  • Disconnecting on-site server & IT infrastructure devices required  (firewall, switches, UPS, rack and cables)
  • Upon delivery to new office: reconnect all relocated devices, set-up, connect to network
  • Telecom set-up (Voice and ISP)
  • Reconnect all computers to IT network, connect approved drives and test with all users
  • Test and ensure back-up

“Having completed many such IT moves in my career, my professional opinion is that was close to a miracle relocation. It was that good. Excellent people, planning communication and coordination. This was an 11 out of a 10.”  – Douglas Czark, CPA, Chief Financial Officer, A&S Total Cleaning