1. Barrister
Global Services Network
Your IT Lifecycle Services Provider
2. Who We Are
1. Premier provider of multi-vendor services, delivering
superior resolution to client/server hardware challenges
2. Serve commercial government and consumer markets
3. In business for over 35 years
4. Largest IT services footprint in
the United States
5. Largest certified women owned
IT support business in the world
6. Certified Woman Owned Business
7. SBA Certified
8. HUBZone Business
4. What We Do: IT Lifecycle services
1. Deployment: From warehousing ,staging, asset tagging and
configuration to shipping and delivering, we start your
project off right.
2. Installation: Can include unpacking, setup, configuration
and testing.
3. Maintenance: Prolong the life of your
IT fleet by covering unforeseen cost.
4. Disposal: We provide end of life
services including recycling,
environmental compliance, data
sanitization, donations and remarketing.
5. Coverage Area: United States
United States Coverage that is second to none!
We serve every Zip Code in the US along with the
Territory of Puerto Rico.
During the past year, we serviced more than 32,147
unique locations.
7. Service Coverage
United States, includes Alaska and Hawaii
Canada
Puerto Rico
Australia Greece Netherlands Switzerland
Austria Hong Kong New Zealand Taiwan
Belgium Hungary Pakistan Thailand
Brazil Indonesia Philippines UK
Bulgaria Ireland Poland Vietnam
China Italy Portugal
Czech Republic Japan Singapore
Dubai Korea South Africa
France Luxembourg Spain
Germany Malaysia
8. Vast Network of Technicians
1. Manage over 13,000 certified technicians through
advanced web-based systems
2. All Engineers are at a minimum A+ certified, and most
carry multiple industry and OEM certifications.
3. Accurately qualify technicians by:
Geographic coverage
(zip/postal code)
Certifications
Product expertise
Availability
4. Field technicians backed by centralized and certified
Technical Support team
9. Broad Range of Equipment
General Systems
Desktop/Notebook PCs and Peripherals
Multi-Media PCs and Peripherals
Servers and peripherals
Data storage systems
Desktop printers
Network-enabled and high-volume printers
Network appliances
Hubs, switches and routers
Windows NT and NetWare operating systems Other Industry Systems
Digital photo capture and storage systems
Retail Systems Retail banking document printing systems
POS terminals
Financial services automated voice recording
Flat screens/monitors
Scanners
Signature capture and verification devices
In-Home Systems
Printers – thermal, receipt Home PCs, Notebooks and peripherals
In-store processors Residential gateways
Kiosks Home networking hardware
10. Exceptional Call Management
1. Client Relationship Specialist
Owns Call from commencement to closure
Primary contact for service related items
Develops relationship with account
2. Strong Tech Support Team
Provides initial triage for service calls
When Necessary can assist Field Engineers
Access to manufactures tech support hotlines
3. Technician Assignment Team
Utilizes Channel Manager Program that provides a complete history and
background of our Engineers
11. CustWA: Web Services Manager SM
1. Real-time management of service requests via the web
Anytime access – 24/7, 365 days
Electronic input of service requests
Instant e-mail updates
Online service histories
Online trend and usage reports
2. Benefits to your business
Easily manage service requests across all end users
Increase productivity because of ease of use
Improves visibility into our system
12. Deployment & Installation Projects
1. Cost-effective project services, managed from start to finish
2. Ideal for customer-specific requirements such as:
Equipment installations
Relocations
Inventory site surveys and
asset tagging
Moves, adds and changes
3. Projects tracked in real-time via the
CustWA Web Services Manager SM
13. Break/Fix Maintenance Services
1. Premium on-site services that deliver predictable and fast
resolution, while reducing service costs
Warranty and non-warranty equipment
Line item and per seat basis
2. Flexible service levels for mission-critical and non-critical
equipment
Same and next business
day (NBD) resolution
24/7 coverage
3. Guaranteed SLAs
4. Maintenance Contracts and
Retainers
14. Help Desk Services
Software Supported
Operating Systems Anti-virus Applications
Windows 7 McAfee Antivirus Microsoft Office - All Versions - includes
Norton Antivirus Excel
Windows Vista
Symantec PowerPoint
Windows XP
Word
Windows 2000
Access
Windows NT
Other Software Outlook
Windows 98
Visio
Blackberry Software
Project
Cisco VPN
Adobe Acrobat – All Versions
Custom off the shelf software *
* Barrister needs 30 days notice as well as training in order to support the custom off the shelf software.
15. Barrister Advantage: ACCESS MPS SM
1. Helps to close the loop on your MPS offering
2. Can craft an MPS solution that meets
your clients definition
3. Mixed Fleet expertise and experience
4. ACCESS MPS SM helps sell solutions to
your existing clients and helps to
maximize you ROI
5. Unbinds you geographically from your
local market
17. SLA Attainment
SLA Percentage
105.00%
100.00% 98.31% 98.56%
97.62% 97.76% 97.62% 97.23%
95.00%
90.00%
85.00%
80.00%
75.00%
70.00%
7/1/2009 8/1/2009 9/1/2009 10/1/2009 11/1/2009 12/1/2009
Includes all response levels –Next Business Day to Same
Day Repair
97.85% attainment average over last 6 months
18. Time To Complete
Time To Complete
1.30
1.28
1.26
1.24
1.22
1.20
1.18
1.16
1.14
1.12
1.10
7/1/2009 8/1/2009 9/1/2009 10/1/2009 11/1/2009 12/1/2009
Industry standard is 1.57 days to complete
Barrister attained 1.24 days over the last 6 months
19. Customer Satisfaction
Customer Satisfaction
5.00 4.95
4.91 4.92
4.90 4.88
4.86
4.80 4.78
4.70
4.60
4.50
4.40
4.30
4.20
4.10
4.00
7/1/2009 8/1/2009 9/1/2009 10/1/2009 11/1/2009 12/1/2009
Measured on 1 – 5 scale
Barrister attained 4.88 on all service over the last 6
months
20. The Barrister Advantage
Guaranteed SLAs
Manual Dispatch of Technicians
Mixed Fleet Capabilities
Largest Whitespace Coverage Total call ownership
13,000 Technicians 80,000 sq. ft. facility
Global coverage 50,000 sq. ft. warehouse
Scalable infrastructure to enable Customizable solutions
rapid growth
21. Past Performance
Deployment of new PC’s at each Maintenance and installation on all
FAA office nationwide. equipment at every SSA office
nationwide
Equipment maintenance for 30 CAG 15 library deployment of over 3,000
offices. systems including custom imaging
Nationwide deployment of PC and Nationwide maintenance and
software. support for EOUST.
22. Your IT Lifecycle Services Provider
Mike Cole
Federal Capture Manager
Office: 703-672-0107
Mobile: 703-907-9304
mcole@barrister.com