Michigan IT Provider

Help Desk Implementation

Mon, 21 May 2012 16:11:00 GMT

In 2011 we pledged to continually improve our help desk team by implementing a new process to resolve issues more efficiently. We're happy to report that things are moving in the right direction and we're using our help desk to assist customers each and every day.

Our clients can now email or call our help desk team directly and we will either work to resolve your issue or collaborate with our engineering team, working together towards a resolution. By putting the help desk first in the line of contact, our customers will see a quicker turnaround time on tickets they submit.

From fixing printer problems or adding a new user to the network, the help desk team is here to help when needed! You can contact us in a few different ways:
Email: Send a message to help@itrw.net with your issue and any relevant information, and rest assured the ticket will be created and seen by the help desk as soon as it’s submitted. From there, the team will triage the problem and work with you to either solve it, or escalate it to an engineer who may be more knowledgeable on the subject.
Phone: Calling our office at 616.837.6930 will connect right to any one of our talented employees at IT Resource. If the help desk isn’t the one to answer, the call can easily be transferred to them where the problem can be created into a ticket to be worked on.

Currently, the help desk team is composed of Kevin Luke, Lori Brandt, and me, Justin Graeff. We are happy to answer your calls and respond to your emails, so don’t be afraid to contact us!

Our UPS (Uninterrupted Power Supply)

Wed, 09 May 2012 17:01:00 GMT

A few months back, in the midst of the power reorganization project, IT Resource purchased a UPS (uninterruptible power system) from Eaton, a power company. We added it into our data center and started to add devices to the unit. Currently, we have one of our new Raritan Power Distribution Units plugged into the UPS which is powering about 14 devices. The UPS can power much more than that, however.

A short while after getting the UPS installed and running, I received a call from Melissa over at Eaton. She wanted to ask me a few questions regarding the unit we bought and how it had impacted our business so far. I did a mini interview over the phone, answering some general questions about the product and its role at IT Resource. She had mentioned that there was a possibility of being featured on their website in a testimonial.

A few weeks later, and many more hours of usage on the UPS, I’m glad to say they published an article on their website featuring the interview I did with them. The link to the page can be found here. From there you can download the whole story and read the interview. See how we were able to:

Ensure continuous uptime to our connected equipment and keep our customer applications available at all times
Power more equipment
Save space in our data center
Easily monitor and manage equipment

BIG News.... We're Expanding!

Wed, 02 May 2012 18:40:00 GMT

You may have been greeted by some new faces over the last 2 years here at IT Resource as we've expanded our engineering, sales, and help desk departments. While we’ve benefited tremendously from the increase in staff, we’ve suffered in the square footage department. IT Resource has a number of clients in both Illinois and Wisconsin and having office space closer to them would be ideal. However, we chose to stay in West Michigan as we believe having everyone at the same facility will offer a more seamless customer experience. That’s why we’re doubling the size of our office!

Say goodbye to the walls and carpet as we make way for a larger space!

We currently own the entire building that houses our staff and until recently leased out one of the two areas of the building to a medical practice. In fact, you can still see some of the remnants of the previous tenant in our photos. David C Bos Homes will be renovating the area and we are currently considering local companies for our interior items and furniture.

Our leadership, sales, and help desk department will continue to operate in our current workspace. The new space will feature a large wing for all our engineers, spacious conference rooms, a kitchen, and eventually full bathrooms with shower facilities so employees can come in right after hitting the gym. In addition, we’ll be breaking through the walls to connect the two areas to create a cohesive environment.

We'll be posting updates along the way, but these shots give you a good idea as to what we started with. When the renovations are complete we'll be having an open house to show off our new space. In the meantime, feel free to stop by and see how the construction is coming along. We'd be happy to give you a tour.

IT Consultant: Todd Hekkema

Fri, 27 Apr 2012 15:45:00 GMT

People profiles give you a chance to meet our staff - the folks you may deal with on a regular basis here at IT Resource.

Official Title: IT Consultant

What do you do at IT Resource, and what certifications do you have: I provide day-to-day and project support to our customers who range from small to enterprise level companies.

What would you attempt if you knew you could not fail? Play Quarterback for the University of Michigan.

Do you have any hidden talents? No

What is the best part about working at ITR? My co-workers

How long have you worked at ITR? 7 years

If you knew then, what you know now, what piece of advice would you give yourself? Summers off baby, be a teacher…!

What do you want to be when you grow up? A well-to-do retiree

What is the most interesting job you’ve ever had that was not IT related? Landscaper

Tell us something your colleagues don't know about you: I'm loud...they know everything about me.

Breakfast is on us...be our guest!

Wed, 02 May 2012 16:06:00 GMT

Join us at the Coopersville Area Chamber of Commerce Third Thursday Breakfast, where we will be the keynote speakers. Our presentation will focus on maximizing your IT investment. The breakfast takes place on May 17, 7:30-9:00 a.m. at 327 Pizza & Pub (327 Main, Coopersville, MI 49404).

Learn how to make the most from your current Information Technology systems as well as understand what questions you need to ask to evaluate future IT investments. IT is one of the top 5 business expenses annually. Let IT Resource help you determine how to leverage your business’s investment wisely!

The event promises knowledgeable speakers, great networking opportunities and an impressive buffet breakfast, catered by 327 Pizza & Pub, of Coopersville. We would be happy to have you attend this event as our guest. Please contact Carolyn to RSVP at 616-837-6930 or carolynm@itrw.net.

Weight Loss Challenge: The Results

Wed, 18 Apr 2012 15:34:00 GMT

You may recall that we rang in the new year with a company wide weight loss challenge. The rules were pretty simple: $15 to participate, winner takes all. Contestants weighed themselves the morning of January 3, then again the morning of March 30 and the person with the highest weight loss percentage was our winner.

When we updated you back in February we were doing pretty good. Our habits of eating healthy lunches in the office, watching calories and portion control, and exercising were paying off as we had lost a combined total of 68 pounds in just one month!

So now that our contest has come to a close, I'm sure you want to see how we did and who took home the prize money. In 3 months our team lost of combined total of (insert drumroll here) ..... 174 pounds!! Everyone did great, but of course there could only be one winner. Our two honorable mentions go to Michael and Pat, both engineers on our staff.

Third place went to our office manager Gayla. Doesn't she look great!

Second place went to Kevin, one of our help desk experts.

And the winner of our 2012 Weight Loss Challenge was our engineer Todd. Todd also happens to be the person who came up with the idea for our challenge.

Congratulations to everyone who participated and got healthier. Let's make sure we can keep up our good habits and continue to shed those extra pounds!

People. They make the difference.

Tue, 10 Apr 2012 15:36:00 GMT

Great customer service, a knowledgeable engineering staff, and smart business sense has led to our steady growth over the last decade and we genuinely say thank you to our customers for their support over the years. In an effort to continue to build stronger relationships with each and every customer, we saw the opportunity to expand our sales team.

If you've been in touch with our sales department at any point over the last five years, you would have been greeted by the friendly voice of our sole sales team member, Carrie Borchers. But, as our company continued to grow, and the variety of products we offered increased, we saw a great opportunity!

Late in 2011 we added Carolyn Martin as our Inside Sales Representative. Carolyn is the helping hand responsible for purchasing and receiving, the renewal of contracts, and generating quotes for existing customers. You can reach her directly via e-mail or 616-837-6930 x2123.

Molly Reid is our new Senior Account Executive. Backed with years of experience in business, Molly will be handling new business opportunities in computer system environments including infrastructure, software, and communications. E-mail Molly directly by clicking here.

With the addition Molly and Carolyn, Carrie is now our Director of Sales. She will be happily leading sales and marketing efforts as well as developing new customer relationships. Her years of IT, marketing and sales experience will be proven as she implements solutions that will enhance our customers' business.

Our team as a whole has numerous certifications including Cisco's Advanced Unified Communications Account Manager, Cisco Sales Expert certification, VM Ware Sales Professional accreditation, and Cisco Advanced Unified Computing Technology Specialization, just to name a few.

By adding additional sales team members we’re able to increase our reach, donate more hours to our community, and build stronger relationships. Please feel free to reach out to any one of us and we would be happy to help you and your business achieve smarter IT solutions.

Designing Technology Solutions: Tim Felstead

Fri, 27 Apr 2012 18:59:00 GMT

People profiles give you a chance to meet our staff - the folks you may deal with on a regular basis here at IT Resource.

Official Title: IT Consultant

But this title sounds much snazzier: The Oracle

What do you do at IT Resource, and what certifications do you have: I design, implement and maintain technology solutions. I hold multiple Microsoft Windows Server certifications.

What would you attempt if you knew you could not fail? I would attempt anything and everything. Except maybe changing the lights on the Mackinac Bridge… you gotta be el loco to do that. Or washing windows on a skyscraper. That doesn’t sound appealing either. Or jumping out of a perfectly good airplane. Actually, I might do that.

Do you have any hidden talents? No, I have been unable to find them. They are apparently really good at hiding.

What is the best part about working at ITR? The customers

How long have you worked at ITR? 10+ years

If you knew then, what you know now, what piece of advice would you give yourself? If I knew then the things that I know now, what I know now would be something entirely different. If I went back in time to change the future, how could I possibly know the ramifications of my actions? I have no idea how to speculate on advice that I would give to myself regarding knowledge that I have yet to obtain.

What do you want to be when you grow up? Me

What is the most interesting job you’ve ever had that was not IT related? Surveying land for new developments

Tell us something your colleagues don't know about you: I play guitar

Michelle Obama... Visiting One Of Our Customers

Thu, 29 Mar 2012 16:20:00 GMT

The Gary Comer Youth Center is a state-of-the-art educational facility located on Chicago's south side. We've had the pleasure of working with the Youth Center over the last few years, and back in 2011 we installed InformaCast, an intricate emergency broadcast solution for their entire campus. You can imagine the excitement when none other than Michelle Obama announced she would be making a stop at the Youth Center in May, while she is visiting Chicago as part of the NATO reconnaissance mission.

According to Chicago's ABC7 News, Michelle Obama will have a lunch at the center for the spouses of NATO members and partners during the summit. No doubt, the special summit event will include some food prepared by students in the center's culinary program and produce grown by students in their gardens.

"I'm really excited because she does a lot of good things with children, and since she came from the South Side she gets to see what we do," said Gary Comer Youth Center student Mariah Duncan.

Given Mrs. Obama's connection to children and the programs she supports, its no surprise that she would visit her old neighborhood and the deeply rooted Gary Comer Youth Center. The building supports a roof garden where students of a culinary-arts class grow fresh vegetables. A cheery exterior welcomes school children while providing a secure haven in a neighborhood known for urban blight and a high crime rate. Inside, a bright gymnasium provides practice space for the renowned South Shore Drill Team and converts to an auditorium that hosts, among other things, some of the drill team’s local performances. A dance room, cafeteria, computer lab, recording studio, and homework areas round out the award-winning multi-use structure. The building, designed by architect John Ronan, has become a center of community as well as one of Chicago’s architectural masterpieces.

Sales Savvy: Carrie Borchers

Fri, 23 Mar 2012 20:45:00 GMT

People profiles give you a chance to meet our staff - the folks you may deal with on a regular basis here at IT Resource.

Official Title: Director of Sales

But this title sounds much snazzier: Queen Bee

What do you do at IT Resource, and what certifications do you have: I lead the sales and marketing efforts for ITR. In this role I work to develop new customer relationships for ITR and work with existing customers to develop new solutions that enhance their business. I have four Cisco certifications: Advanced Unified Communications Account Manager, Unified Communications Express Account Manager, Express Foundation Account Manager and Sales Expert.

What would you attempt if you knew you could not fail? Write. I love to read and have all sorts of novels and blog posts “in my head”. Someday. I will be a published writer.

Do you have any hidden talents? Hmmmm. I minored in Spanish and Dance in undergrad, but that doesn’t make me skilled at the Flamenco! I am an avowed sports nuts and stats aficionado. I won my all-male fantasy football league in my inaugural year and also beat all the boys in my March Madness bracket.

What is the best part about working at ITR? We are a growing company in a dynamic industry. It’s impossible to get bored! And we have great leaders who are striving for continual improvement and excellent customer service and satisfaction. The sky is the limit here and I am pleased to be a part of the team mapping its course!

How long have you worked at ITR? SInce December, 2008

If you knew then, what you know now, what piece of advice would you give yourself? Don’t sweat the small stuff. Take more risks. And my parents were right. About pretty much everything.

Carrie with her father Dave at the Grand Rapids Athena Awards Ceremony

What do you want to be when you grow up? I’m not 40 yet. Ask me later.

What is the most interesting job you’ve ever had that was not IT related? Aerobics instructor

Tell us something your colleagues don't know about you. I lived in Spain for a summer

Cisco Certifications for IT Resource Staff

Fri, 23 Mar 2012 19:33:00 GMT

A few of our members here at IT Resource have been quite busy training over the past couple of weeks. A while back, network engineer Steve Nowak ventured off to Detroit to attend a week long training event to work on his Cisco Data Center Field Engineer certification. Just recently, network engineer Jim Baughman also returned from a week long training event in Detroit for a Cisco Data Center Sales Engineering certification. And to top it all off, sales team members Carrie Borchers and Carolyn Martin completed the Cisco Data Center Sales Account Manager training.

So what does this mean for IT Resource and our clients? Well, it means that now we can sell Cisco Data Center Unified Computing hardware as well as support it. Cisco has a great line of products and now that IT Resource can support it, we can pass that great hardware along to our clients. We have a few of Cisco’s products sitting in our Data Center now and they have proven to work well and stand up to our rigorous usage. If anyone has any questions regarding Cisco Data Center Unified Computing and possibly purchasing some of their equipment, contact Carrie or Carolyn and they would be happy to fill you in on any information they can provide!

Molly Reid

Fri, 27 Apr 2012 19:25:00 GMT

People profiles give you a chance to meet our staff - the folks you may deal with on a regular basis here at IT Resource.

Official Title: Senior Account Executive

But this title sounds much snazzier: Strategic Solution Collaborator

What do you do at IT Resource, and what certifications do you have: I am responsible for the identification and qualification of opportunities in the education, government and small to medium business sector, where computer system environments will need design and upgrades to improve performance, profitability, & investment. Gaining an understanding of customer goals and current network challenges in the areas including infrastructure, software, and communications will allow assistance in customer transformation & business results. Additional responsibilities include account management of new and ongoing relationships to accomplish the organization’s mission for exceptional service and customer satisfaction.

What would you attempt if you knew you could not fail? Everything and anything~ but skydiving for sure…I do not like heights!

Do you have any hidden talents? Cooking, art, photography and I know enough to get me into trouble with many other things~

What is the best part about working at ITR? The people and feeling of community within our office

How long have you worked at ITR? Since February 6, 2012

If you knew then, what you know now, what piece of advice would you give yourself? ”It’s never too late to be what you might have been” (George Elliot)

What do you want to be when you grow up? Not sure…still growing

What is the most interesting job you’ve ever had that was not IT related? Being a mother…you never know what’s next

Tell us something your colleagues don't know about you: My real name is Mary Margaret

Making a Difference: Hans Van Baal

Fri, 27 Apr 2012 18:59:00 GMT

People profiles give you a chance to meet our staff - the folks you may deal with on a regular basis here at IT Resource.

Official Title: Technical Service Manager

But this title sounds much snazzier: VP, Professional Services

What do you do at IT Resource, and what certifications do you have: I herd cats…
Develop and manage a world class service delivery organization that consistently exceeds customer expectations, creates’ a work culture that is self-fulfilling and rewarding and contributes to the overall profitable growth and health of the company.

Do you have any hidden talents? Probably. That’s why they’re hidden.

What is the best part about working at ITR? The expectation and freedom to “make a difference”.

How long have you worked at ITR? 1+ year

What do you want to be when you grow up? Retired, wealthy, good looking, smarter, content…

What is the most interesting job you’ve ever had that was not IT related? An orderly in a hospital

Cisco Superstar: Andrew Petersen

Fri, 27 Apr 2012 18:59:00 GMT

People profiles give you a chance to meet our staff - the folks you may deal with on a regular basis here at IT Resource.

Official Title: IT Consultant

But this title sounds much snazzier: Overseer of the Interwebs

What do you do at IT Resource, and what certifications do you have: I am a Cisco engineer and I set up Internet and VoIP telephony for companies. I hold my CCNA and CCNP-Voice.

What would you attempt if you knew you could not fail? I have always been interested in free jumping with wing suits. I would like to jump off some of the highest points in the world and land on my feet.

Do you have any hidden talents? It isn’t exactly a secret but I am a dancer in the latin, ballroom, and swing styles.

What is the best part about working at ITR? I get to work on some big projects that challenge me. I also get to sink my teeth into solid IT projects. The people are cool too.

How long have you worked at ITR? Since summer, 2011

If you knew then, what you know now, what piece of advice would you give yourself? Focus on how to communicate and understand people better.

What do you want to be when you grow up? Exactly what I am now (just traveling to cool places more).

What is the most interesting job you’ve ever had that was not IT related? I helped with sales in Chicago and got to meet some really neat people and hang out at some really swanky places.

Tell us something your colleagues don't know about you: I have ridden in an Abrams tank.

Simplify IT: Business & Technology Event

Mon, 05 Mar 2012 16:39:00 GMT

Proper IT solutions are an integral part of your business, yet something that is often overlooked. If your IT solution has you puzzled you'll want to attend our business & technology event: Simplify IT.

In this presentation attendees will learn how to increase IT reliability and more easily protect information with Microsoft Online Services and server solutions. The presentation will be Wednesday, March 28 from 7:30am to 9:00am. A continental breakfast and networking will begin at 7am.

Join us and you'll learn how to minimize IT maintenance by using fewer physical servers and getting everyone on the same platform, make it easier to protect your information by centralizing data storage, and save technology resources by keeping tabs on your entire IT environment with easy-to-use IT management tools. Key solutions include centralizing business data, standardizing user desktops, and using modern management tools (features Windows Small Business Server).

The presentation will be held at the Coopersville Farm Museum at 375 Main Street, in Coopersville. This event is free of charge, but you must register before March 26 by contacting IT Resource at 616-837-6930 or carolynm@itrw.net.