MicroAge | The IT Solution Experts » Solutions

PC-Based Telecom System Allows Aviation Firm to ‘Dial Up’ their Customer Service

Vicki Barkley — Tue, 21 Feb 2012 23:56:04 +0000

A missed phone call is no big deal, right? Wrong! For this aviation-related company, a missed phone call is akin to a missed sale. And when the sale in question is for jet engine components, it adds up to a big revenue hit. Located in the Southwest, the client relies heavily on telecommunications for all aspects of customer service. However, the existing archaic system was losing calls. The client needed to upgrade in a cost-effective way, and it needed to do it fast.

No more missed calls: PC-based telecom system offered the client easy-to-program call rules, based on user, customer or time of day.

MicroAge’s Vicki Barkley reached out to the client to present an innovative solution to meet its needs. As she and Wyatt Bowman, MicroAge Director of Technical Sales & Professional Sales, realized the client had customers who called around the clock, any new system had to have the technological ability to answer and route calls to appropriate parties. In addition, the client required that any new system be compatible with existing handsets for nearly 100 users.

Vicki researched the options and found a software-PBX solution that differed from traditional hardware-based systems as its intelligence was software-generated for easy and cost-effective customization. Specifically, this gave the client the opportunity to move, add, or change any aspect of the system without having to incur the expense and time of an outside service provider. Once installed, the client had full control over all change orders. Also, as it was based on open industry standards, the system not only ran on regular PCs, but also worked with virtually any standard telephone.

As Vicki says, “Because the solution was all IT-based, it was an attractive concept; since the client contacts included a network data administrator and an IT manager, the fact that the system ran on existing infrastructure was a real plus.” Once approved, Vicki orchestrated the installation schedule for completion within a month. Alongside a service partner, Vicki managed all aspects of the installation, from working with carriers to conducting in-house training. User-friendly and eminently customizable, the system ensured that lost calls were a thing of the past.

Again, because the system was software-based, all functionalities were managed directly on desktops. Since the client had two different sales divisions, call routing was customized to each with individual call rules. For example, if a customer called at three a.m., the system could either route directly to a cell phone, or to a voice mailbox that identified the caller for follow up. Innovative technology, customization and cost-effectiveness made this client’s solution take flight for the long haul.

Trusted Technology Adviser: How a Job Training Organization Depends on MicroAge

Judy Nerone — Wed, 15 Feb 2012 01:18:22 +0000

The recent decline of the auto industry meant displaced autoworkers who needed training. And for a Michigan-based job training organization, that signaled a need to expand, adding offices and purchasing equipment to aid in training.

The organization’s IT director called his trusted technology expert, MicroAge’s Judy Nerone, to help him get it done.

The result of a years-long successful partnership, Judy doesn’t need a lot of details.

“He shares the key business drivers with me, and he shares what equipment is going into which offices,” Judy explains. “He gives me a visual, and I know his business so well that I can make sure he gets exactly what he needs—without him having to know part numbers or specific product names.”

With the economy in constant flux, his organization’s goals—and therefore its IT needs—also change regularly. He might call Judy for a quick deployment of PCs for a training center or arrange for a longer-term IT solution. Either way, Judy is at the ready.

“I really am a trusted adviser for him and his organization,” Judy says. “Sometimes all he has to do is say, ‘Remember that training center a few years ago?’ And I know what he’s going for. When you have an opportunity to work with a client over a long period of time, you have a chance to understand the business, understand the individual and be an IT provider who can help them maximize their technology resources and save time, too. And that’s what I’m here for.”

To learn more about how MicroAge can help you, contact Judy directly at 480-366-2083 or judy.nerone@microage.com.

Controller-less, Cloud-Based Wi-Fi Solution Improves Retail Chain’s Operations

Topher Spinnato — Fri, 10 Feb 2012 17:02:32 +0000

When the IT manager for a regional chain of about a dozen retail stores was looking to enhance his Wi-Fi environment, he knew he wanted the most advanced technology available.

The Aerohive HiveAP 330 is an enterprise-grade solution capable of 450Mbps data rates.

“In most wireless environments, you have access points that have to communicate somewhere to access the security policies you’ve set up. That’s how the technology knows who’s allowed to access what information,” says MicroAge’s Topher Spinnato. “And all of those policies have to be presented to the wireless access points via dedicated controllers.”

But physical controllers can also be bottlenecks, and if a controller dies, access points go down and users stop working—unless you have a redundant controller at the ready.

When this client was looking for a more advanced wireless solution, Topher arranged for him to receive demo units of Aerohive’s HiveAP 120 and HiveAP 330. This controller-less wireless LAN architecture enables secure and scalable wireless networking and utilizes a cloud-based system, called Aerohive HiveManager Online.

The Aerohive solution fit the client’s needs perfectly.

“Aerohive uses an integrated mesh technology that’s easy to manage,” Topher explains. “This intelligent, self-healing mesh design provides for a resilient network. With the hive mentality, access points are essentially able to repair themselves and route the data appropriately. Plus, the cloud based HiveManager allows for easy monitoring and management. Adding an access point is as easy as plugging it in and allowing it to access your HiveManager to automatically retrieve your corporate security policies.”

Troy Roberts, Regional Director for Aerohive, adds that this was an ideal project for Aerohive and MicroAge to collaborate. Plus, the client’s set-up was ideal for Aerohive’s products.

“The Aerohive controller-less architecture removes complexity, especially in an environment like this, where the client previously had a consumer-level wireless system in place,” Roberts says. “It’s extremely simple and fast to deploy, and as they grow, this system will scale out as large as they need with the addition of access points. And for a retailer, security and PCI compliance are important. Aerohive’s robust security, firewall policies and enforcement at the edge of the network make it possible to meet those expectations.”

The client has been delighted with the Aerohive solution, And as with anything, procurement costs matter, and the timing of the client’s purchase was a bonus—allowing them to maximize a manufacturer’s promotion for free access points.

To learn about wireless and other technology solutions that can make a difference in your organization, contact Topher directly at 480-366-2033 or topher.spinnato@microage.com.

Servers, Networking and Security: Bakery Needs MicroAge to Create the Perfect Infrastructure Recipe

JP Patchett — Wed, 08 Feb 2012 15:54:25 +0000

A tried-and-true recipe makes a perfect loaf of bread. For this bakery chain with approximately 30 locations in the western U.S., baking traditions are supported by infrastructure innovation and MicroAge’s JP Patchett. Initially contacted by the client’s IT director when he joined the company, JP’s first engagement was to document and license existing software that had accumulated on the client’s system—11 different products in all. After researching and contacting various manufacturers, JP presented the client with a compliance status list and went to work to ensure proper licensing and maintenance terms were in place.

JP proposed HP servers and switches

Once all licensing issues were resolved, the client needed to overhaul its servers and network to meet growing demand at its locations. Again, the client turned to JP for recommendations and implementation of upgraded versions. Replacing a total of 24 servers and switches in the stores, JP proposed HP products throughout. He specified HP DL360s and an E5406 switch for the core network in the client data center, along with HP ML350s and E2510 switches at various locations.

The client also uses Ipswitch WhatsUp Gold network management software, which monitors each location and sends information packets over the WAN. To get the software to work correctly with the HP server, the client needed to know a specific technical detail—the OID of the server array health. He repeatedly engaged both the software and equipment manufacturers to ascertain the information without result. Again, because of the consultative relationship with MicroAge, the client turned to JP to assist. Within an hour, JP found and shared the correct OID information, which immediately worked. As JP comments, “After engaging various help desks and technical support, the client came to me and got what he needed right away… this is what differentiates MicroAge and its client commitment. We take the time to listen to and answer virtually every need.”

Finally, JP upgraded the client’s SonicWALL network and data security products and ensured maintenance was current. JP enabled the infrastructure to reach business-level performance with the correct documentation, licensing, and systems in place for long-term growth. Going forward, plans include installing a SAN array and potential virtualization options, again based largely on JP’s collaboration and recommendation. For this client, MicroAge may well be “the best thing since sliced bread!”

Let JP go to work on your IT pain points. Contact him directly at 480-366-2134 or jp.patchett@microage.com.

Working with DSLAM Provider Opens the Door to Better Pricing for Client

Barrett Lamothe — Thu, 02 Feb 2012 19:06:39 +0000

For a global supplier of set-top boxes, DSL modems and cables, ensuring high-quality products is critical. MicroAge’s Barrett Lamothe not only helped this client procure essential hardware for testing and quality assurance, but he delivered it at a significantly lower price than the client had previously paid.

When the client establishes its testing facilities, part of what’s required is being able to create a test signal from a standard telephone line to test the company’s products.

“They need to be able to produce that test signal in a lab—and to be able to test a number of products simultaneously,” Barrett explains. This requires a DSLAM, or digital subscriber line access multiplexer.

Barrett’s contact, the test lab and data center manager, wanted an Alcatel-Lucent DSLAM platform.

“My client gave me their previous pricing,” he adds. “I could see they were paying retail and was confident we could do better. I contacted the vendor and worked with them to secure special pricing on the units.”

When Barrett sent the quote to his client, his contact was surprised by how much money Barrett saved their company.

“We leverage the fact that I can shop it,” Barrett says. “Because reseller rates were available, we could save them a considerable amount over what they had paid previously.”

And in this (and any) economy, having an IT partner that understands your bottom line—and can help you achieve both your financial and IT goals—is vital.

To learn how MicroAge can save you money, contact Barrett at 480-366-2032 or barrett.lamothe@microage.com.

Data Center Virtualization Provides Long-Term Cost Savings

Christopher Reinhard — Wed, 01 Feb 2012 16:32:39 +0000

The director of IT for a local, multi-branch credit union was ready to virtualize his operation. But like many IT leaders, he wasn’t sure of the best way to achieve that goal.

Reduce Costs and Maximize IT Efficiency with VMware

He explained his concerns and questions to MicroAge solutions expert Chris Reinhard. To help the IT director understand his options, Chris arranged for presentations from several major SAN and hardware/server platform vendors.

“What we brought to the table blew him away,” Chris says. “We wanted him to listen to the vendors and then listen to their clients as well. We even got him into a competitive credit union to show him what they were doing with virtualization.”

The client selected a complete HP hardware solution with VMware.

“HP gives you the toolset to manage that environment, trains you and is there with you through the entire process,” Chris explains. “HP has been absolutely stellar.”

Before virtualizing, the credit union had 78 servers. Post-virtualization, they have three DL380 boxes (soon to be five) and an HP P4500 LeftHand SAN (as well as another P4500 SAN with Symantec at their disaster recovery site).

Today, the client continues to benefit from the virtualization project and the products he chose. Previously, a large room was dedicated to the data center.

“Now, it’s a rack,” Chris says. “And they’ve seen overall cost savings for electricity.”

Plus, Chris contacted the client’s local power company to inquire about green credits. The client earned a $1,500 credit for its efforts in addition to the power savings.

“It was a significant front-end investment,” Chris notes. “But the long-term savings is huge.”

And as the IT director has learned more about the capabilities of his HP and VMware solution, he calls Chris.

“He cannot be happier with the way this solution has made his team more efficient,” Chris says. “He has more time in his day now to focus on big-picture IT operations.”

Plus, he’s referring others to Chris and MicroAge.

“We go above and beyond. That’s what we’re about. It’s how you design and implement solutions and overcome challenges,” Chris says. “He didn’t realize we’d be with him the entire process, and we’re still with him today. The success of this project was putting together the right team of people to help him see where he is today and where he can be tomorrow and then assisting him in the transfer of knowledge to get there.”

Whether you’re looking for a virtualization solution or any other technology solution, contact Chris directly at 480-366-2091 or christopher.reinhard@microage.com.

Data Center-in-a-Box Provides Secure, Simple Data Migration

Rick Walsh — Sat, 21 Jan 2012 00:09:09 +0000

For IT and operations leaders, a company’s growth can bring great challenges. For one multibillion-dollar corporation, the growth strategy has involved acquiring other, smaller businesses to bring needed assets and skills into the company. A consistent challenge is data migration following an acquisition.

“For business continuity and because of cost considerations, the company has elected to store all of its data in one central location, rather than having smaller data centers at each site,” explains MicroAge’s Rick Walsh. “This means that when they acquire a company, they need to find a way to get all of the data from the newly acquired company over to the company’s headquarters.”

Tough enough: Pelican-Hardigg Rack Mount Cases are used by the U.S. military

The challenge is that transferring over the LAN would take too long.

“We’re talking about terabytes and terabytes of data,” Rick says.

The company’s IT operations manager turned to Rick and MicroAge for help in creating a solution.

“I had an idea,” Rick recalls. “I had seen a data-center-in-a-box concept and thought it could work for them.”

Rick ultimately secured a Pelican-Hardigg Rack Mount Case, a product used by the U.S. military.

The rack case was outfitted with a Dell/EqualLogic SAN (30 TB), an HP server running VMWare and a Cisco switch.

“Having a server inside the case means it can handle the processing while pulling the data off the network onto the SAN,” Rick notes. “So, the company doesn’t have to do the transfer after-hours or risk a disruption in productivity among its employees.”

Once the data transfer is complete, the company puts the rack case on a plane and returns it to company headquarters, where the data is migrated to the main data center. Data access is then rerouted for the employees at the newly acquired company.

The SAN can then be wiped clean and the case re-used in the next acquisition and data migration.

“The alternatives wouldn’t have been as efficient or as secure,” Rick says. “Using the rack case and providing them with a data center in a box lets them transfer massive amounts of data in a shorter period of time and gives them confidence in its security — all without risking downtime. It’s a win-win.”

Need a creative IT solution for a business challenge? Ask Rick Walsh. Reach him at 480-366-2030 or rick.walsh@microage.com.

HIPAA-Compliant SAN Solution is the Best Medicine for Health Care Practice

Richard Birberick — Thu, 12 Jan 2012 15:15:41 +0000

For any medical practice, record keeping is an essential element in its operations—be it in patient, administrative or billing contexts. With a 2015 federally mandated electronic record keeping deadline approaching, it is a smart business decision for any practice to ensure its infrastructure is both current and robust enough to manage extensive data collection and storage requirements.

For this client with multiple physician and surgical offices in the eastern United States, the need for a HIPAA-compliant record keeping solution was especially urgent. Previously housing records at a local medical center, the client needed to immediately move and then independently store and manage its proprietary data. Further, the client needed to work within a 30-day window to complete the transfer of data from the previous location to its own system.

The company’s IT Director contacted MicroAge’s Rich Birberick, with whom he has worked for a number of years. In their discussions, it became apparent that installing a secure SAN with partitioning capacity would best address the company’s data needs. Residing at the client’s main location, the SAN would support approximately 80 users at various scattered sites. “I recommended the NETGEAR ReadyNAS 3200 12TB Network Storage System. It offers the performance and capability necessary for a HIPAA-compliant environment—and its pricing is very competitive,” says Rich. The client agreed and the solution was put in place.

The NETGEAR ReadyNAS 3200 Network Storage System boasts a high-density 2U 12-bay rack-mount and redundant power supplies, ensuring reliability and business continuity. Installation proved to be a truly turnkey operation; set up, data transfer and access were readily accomplished on site by the client, completing the transition with virtually no down time. From the client’s point of view, the solution provides reliable security and its partitioning features allow for maximizing data storage both now and in the future.

As the medical field further migrates to an all-electronic environment, this client’s record keeping system will remain in good health for years to come.

Hard Drive: Finding Mission Critical Components in the Midst of Epic Thai Flooding

Chris Robinette — Wed, 11 Jan 2012 15:11:24 +0000

Natural disasters have profoundly negative consequences—most obvious are immediate human effects. Less obvious, but highly significant, is the impact on industry. Thailand, home to the manufacturing plants of many leading technology brands, is also home to annual monsoons. In late 2011, the monsoon season was like no other in recent memory. With weeks of torrential rains, levees broke, flooding vast expanses that included the major hard drive manufacturing plants of Western Digital.

Western Digital External Portable Hard Drive

Corrosive and polluted waters swamped facilities, destroying equipment; a New York Times article by Thomas Fuller (Nov. 6, 2011) reported, “Workers… salvaged what they could from the top floors of the complex. The ground floor resembled an aquarium and the loading bays were home to jumping fish.”

The immediate shortfall caused severe pain on a global scale. It was particularly difficult for one long-time MicroAge client that had just ordered 15,500 hard drives. The client, a digital content provider, relies on Western Digital hard drives as a key component of its business. The good news was that MicroAge had fulfilled 11,500 drives prior to the downpour. The bad news? With the entire production facility now under water these 4,000 hard drives had to be found elsewhere, and found fast.

Knowing the urgency of the order and how critical these drives would be to the client’s business operations, MicroAge’s Chris Robinette and David Knowles began a relentless search to fulfill the order’s remainder. As Chris says, “Almost overnight, product was constrained everywhere…Distributors restricted inventory, retail outlets limited purchases. There was no way we could get 4,000 units to the client to meet its deadlines using traditional resources. So we got creative. We searched for and found a company in the Netherlands that recertifies Western Digital hard drives—it had 2,000 recertified units available. With the client’s buy-in, we got those 2,000 hard drives to the United States right away. By leveraging our long-standing industry relationships, we procured another 500 pieces stateside. In total, we delivered 2,500 units of the remaining 4,000 piece balance.”

After locating those 2,500 hard drives, Chris and David were then asked to increase the remaining quantity left to be found. David comments, “We are happy to say that as of today, an additional 3,000 hard drives have been delivered to the client, whose business continues to operate despite the global hard drive shortage.”

Chris and David’s ability to locate such constrained product speaks to MicroAge’s flexibility and genuine commitment to do whatever it takes to meet client requirements. When getting product was almost impossible, Chris and David creatively pulled together resources to ensure their client’s business was minimally impacted.

Cloud-Controlled Wi-Fi and Security is the Perfect Blend for Coffee House Chain

JP Patchett — Wed, 04 Jan 2012 14:51:19 +0000

As coffee houses and cafes have proliferated across the country, they also have become far more than quick stops for “a cup of Joe.” They are destinations in their own right, complete with Wi-Fi access points and various other technological outlets for customers to utilize. For this client, operating approximately 200 such storefronts across the western United States and an online presence, network and data protection are high priorities, both in terms of customer satisfaction and its overall corporate security.

Wi-Fi makes the perfect latte even better

Recently, the client contacted MicroAge’s JP Patchett to explore alternatives for its overall data security and firewall protection; existing technology was not performing as required. Concurrently, the client was undergoing a governmental PCI (Payment Card Industry) compliance audit—standard practice for businesses handling large volumes of payment cards and cardholder information—and it needed an upgraded security solution. Since compliance is validated annually, audits help ensure cardholder data protection and fraud reduction. Clearly, the client’s network and data security technology standard needed to meet these objectives without disruption or exposure.

Working closely with the company IT director and network administrator, JP proposed Meraki’s unique cloud-controlled Wi-Fi, routing, and security architecture as a complete, enterprise-class networking solution. Since it provides centralized management and security through an intuitive Web interface, costs and complexity are greatly reduced.

As JP says, “The Meraki solution offered the client 200 access points and cloud-based centralized management in a controller-less environment. This makes management incredibly easy. Plus, we were able to negotiate great pricing and bring it all in on time to meet and support the auditing schedule.”

Kiren Sekar, Meraki Vice President of Marketing, concurs, “The client required a reliable, secure, and easy-to-manage network. We were excited to partner with MicroAge to deliver Meraki’s cloud-managed solution that provides a quality experience to the client, its employees, and customers.”

With the assurance of robust security technology protecting company transactions and customers’ computing at all locations, the client meets both government regulations and customer expectations with a new, cost-effective, seamless solution as a result of its partnership with MicroAge—a perfect blend of expertise and collaboration.