Mark Van Der Sande is the Manager of Infrastructure at GoldenTree Asset Management (GTAM), an investment firm based in New York with offices in Brazil and London. He oversees hundreds of workstations and servers around the globe. From the time he arrived seven years ago, GTAM has used Symantec for its workstation antivirus needs.
Then something changed. “We started seeing a lot more ‘drive-by’ malware incidents reported by our Managed Security Services Provider (MSSP),” said Van Der Sande.Typically, after receiving an alert from the MSSP that a workstation had connected to a site that contained potentially malicious code, Van Der Sande’s team would then run a full scan on the machine in question.
Business Issue: After years of being mislead as to how the company should deploy technology. This company had a fairly large environment for small business. They were suffering from multiple work inefficiencies and problematic technology solutions that were not industry standards. This led to a serious drain on company resources. They needed a plan to standardize the entire technology scope for their business, from the ground up, and they needed to do it over time due to limited financial resources.
Solution: A new server Dell Poweredge server was installed to replace the current servers that were performing poorly and not able to handle daily user tasks. A daily backup system was installed that included a new Quantum LTO2 tape drive and removable tapes were stored offsite for physical damage or theft protection. The custom made workstations that were very problematic were slowly phased out with workstations made by major manufacturers like Dell and Lenovo that included three year warranty
A Study bout Call Center Outsourcing: Coordinating Staﬃng Level and Service Quality
Abstract: In this paper, we study the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. We model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and we model the call center’s service quality by the percentage of calls resolved. The call center makes two strategic decisions: how many agents to have and how much eﬀort to exert to achieve service quality.
Introduction: An increasing number of companies are moving their call center operations of shore. Accordingto market researcher Datamonitor, the total value for the U.S. outsourcing market will be worth almost $24 billion by 2008, compared with the current $19 billion. According to Datamonitor, “By 2008, 1 in 15 agent positions (workstations) will be outsourced to a foreign market, from 1 in 24 currently. By year-end 2003, oﬀshore outsourcers, climbing to 201,000 by 2008, will staﬀ 121,000 agent positions.”1 Despite lower labor cost, companies in practice have experienced mixed results from outsourcing their call centers. In fact, some companies’ outsourcing strategies have backﬁred, causing them to re-evaluate or abort their outsourcing mission.
Introduction: Founded in Manitowoc, Wisconsin, in 1902 as a shipbuilding and ship-repair company, the Manitowoc Company, Inc., has grown and diversified into the multi-industry capital goods manufacturer it is today. With more than 100 manufacturing and services facilities in 27 countries, 12,000 employees, and $4.5 billion in annual sales (2008), Manitowoc has global reach. It is recognized as one of the world’s largest providers of lifting equipment for the global construction industry, including lattice-boom cranes, tower cranes, mobile telescopic cranes, and boom trucks.
Maintaining the global IT infrastructure necessary for Manitowoc’s business operations is vital to the company’s continued success. A central part of those efforts is ensuring that its hundreds of servers and thousands of workstations are maintained within its internal IT security policy, that misconfigurations are spotted and fixed, and that outdated patch levels are made current. This, most security experts agree, will ensure that systems not only run more smoothly, but also make them resilient to attack and infiltration.Click here to read more on Manitowoc Company, Inc
Modernizing management: To better cope with the growing demands of modern management and to simplify administration, the Regional Tax Office decided to recentralize its decentralized IT infrastructure in the Koblenz Regional Tax Office and to provide the 400 central and 6,600 remote workstations with applications via local server farms. The project was supported by S&L Netzwerktechnik GmbH, a total provider specialized in enterprise systems and network development..
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Introduction: Kofinas Perinatal needed to improve the manageability and reliability of its IT infrastructure to provide better patient care. The physician’s office deployed Windows Essential Business Server 2008 and has since cut IT chores by 20 percent, leaving more time to spend with patients. The solution has also helped the business significantly reduce overhead by consolidating its server environment and streamlining daily tasks.
Business Needs: Kofinas Perinatal specializes in helping patients with histories of pregnancy complications give birth to healthy babies. To this end, Alexander Kofinas, M.D., Director and Founder of Kofinas Perinatal, must be highly focused on the needs of each patient. The physician relied on an outsourcer to manage his office’s IT infrastructure, but he was beset by technology management chores. “I spent hours each day troubleshooting workstations and printers,” says Kofinas. These distractions robbed him of time with patients, resulting in higher stress for him and his staff.
Modernizing management by recentralization: To better cope with the growing demands of modern management and to simplify administration, the Regional Tax Office decided to recentralize its decentralized IT infrastructure in the Koblenz Regional Tax Office and to provide the 400 central and 6,600 remote workstations with applications via local server farms. The project was supported by S&L Netzwerktechnik GmbH, a total provider specialized in enterprise systems and network development…
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Overview: Scorpion Software uses TestComplete on two primary projects: Carina Intrusion Prevention System and Firewall Dashboard. Carina Intrusion Prevention System is a host-based intrusion prevention system that provides a mandatory access control system that can be deployed into Microsoft Windows environments to drastically reduce, and in many cases completely remove many security related risks that are exposed to vulnerable servers and workstations.Firewall Dashboard is a firewall analytics tool that proactively identifies threats before they become problems for businesses. It changes raw firewall logs into meaningful and interpretable threat assessments. Click here to read more on Scorpion Software Corp
Introduction: The Aramice IT center was born on January 1, 2008 following the merger of CIGMA GCA and the Mornay Group’s IT systems management. Created as a non-profit association, Aramice has three clients, Audiens, Mornay and NovalisTaitbout, each working in the social welfare sector (supplementary pensions, personal insurance and social action). Aramice’s role is to provide IT systems to its clients and ensure they are functioning correctly, as well as operating more than 900 servers and 6,500 workstations. With its headquarters in Saran, France and offices in Paris and Lyon, there are almost 750 people working for Aramice.
Collaboration with Avocent before Aramice: In 2004, 200 distributed servers (AIX, Windows® and Linux®) migrated to two clean rooms (one production, the other back-up) several kilometers from the head office. And, to ensure continuous operation of its distributed computing, Maurice Dall’Agnol, then head of the department responsible for the Mornay Group’s distributed infrastructure and architecture, started looking for solutions that would allow it to recover lost functions with the physical offset of IT systems. Click here to read more…
Situation: Before switching to Microsoft, Primsotsbank was creating and processing all of its documents and spreadsheets in the OpenOffice.org suite. The suite was installed on all workstations in late 2000 and served as the main tool for the bank’s back office until 2008.However, it became apparent in the last few years that the software’s capabilities lacked the features required for effectively managing the bank’s workflow…
Solution: Having analyzed the situation, the bank’s management decided to migrate to the Microsoft Office 2007 platform. The decision resulted in solving all of the above mentioned issues, such as preparation of the required platform for an EDMS deployment; employees were spared from learning new software; and the workflow was adapted to standards developed by the Central Bank and other financial institutions…
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