Experience

Paragus IT

• United States
• Computer and Network Security
• 1 - 100 Employee

• Primary Account Rep

  • Oct 2011 - Present

  Background on how Paragus works: Paragus is made up of three units of technicians, called account reps, who in turn maintain a specific client load. Our clients are commercial businesses of varied sizes that do not want an internal IT department so they contract Paragus to provide IT support and planning. There are three levels of reps within each unit: Primary Account Reps (me) are assigned a client load and become the main point of contact for those clients; PARs are ultimately responsible for maintaining the day-to-day support, making sure that projects are on track, and keeping the client relationship in good standing through properly set expectations and effective communication. Secondary Account Reps (SARs) support the PARs and subsequently the clients through a combination of delegated tasks, predetermined network alerts and client email/phone communications. Master Account Reps (MARs) manage the overall operation of the unit they are assigned to acting as a technical resource and a final escalation point for client relationship and project issues or questions. Paragus also has an engineering department that acts as a technical resource for project/issue consultation and can take a lead role for more complex projects. For multiple clients, I do the following: Address hardware/software issues by email, phone, and remotely, at times delegating work to SARs or other PARs. Support of existing infrastructure is only half of the work; the other half is designing and implementing workstation, network, and server solutions. I keep my client's needs met by pairing the appropriate technology with their processes and keeping them apprised of new solutions so their infrastructure does not stagnate. Depending on the type and scope of project, I may do the work myself, collaborate with other Paragus techs, or take a supporting role while Engineering leads the project. Show less