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Xantrion-WhoWeAreWhatWeDoHowWeDoIt.pptx

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Xantrion:

Who We Are, What We Do, and How We Do It

Speaker: Diana Lara, Recruiting, Xantrion Inc.

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Introductions

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Diana Lara, Recruiting

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30minutes	Xantrion: A Managed Service Provider
15 minutes	A Day in the Life
15 minutes	Wrap-up and Final Q&A

Agenda

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Resumes Accepted!

We’re hiring interns and full-time system administrators who are authorized to work in the US

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SAY

Briefly note where you are on the agenda.

Check to see if there are any questions before moving forward.

Xantrion: A Managed Service Provider

Xantrion:

Who We Are, What We Do, and How We Do It

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What is a SMB and MSP?

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SMB = Small to Medium Business

Traditionally under 50-100 for “Small”, under 250-500 for “Medium”

MSP = Managed Service Provider

Providing services for a monthly fee

In IT consulting, it’s providing IT support for a monthly contract

Contrast this to “T&M” or Time and Materials – you only charge the customer for the hours you put in

Monthly contracts are good

Us: Recession proof

Client: IT budget is fixed

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What Services Do We Provide?

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Monthly Ongoing Services

The majority of our business is services for which we receive a reliable check each month

Resolve computer issues for employees

Find parts and order

Setup new desktops/laptops/handhelds

Troubleshoot things like “my computer is slow”

Handle all server-related issues

One-time services

Revamp network design (when acquiring a new client)

High-end projects for companies with in-house IT who have insufficient knowledge/experience

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How We Provide Service: A 4-Tiered Approach

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Tier 1: Help Desk Engineers

Provide desktop support and act as dispatchers for complex issues

Maintain documentation of systems and networks

Over 50% of issues are addressed at this tier

Tier 2:Associate Consultants

Proactive monitoring and maintenance of networks and backups

First point of escalation for complex issues

Tier 3: Consultants

Account managers, maintain strong relationships with clients

Plan long-term IT strategy and ensure day-to-day support is smooth

Second point of escalation for complex issues

Tier 4: Senior Engineers

Experts in a particular area (networking, virtualization, mail, etc.)

Brought in to manage bring-ups and implementations

Final point of escalation for complex issues

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Workflow and Escalation

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Tools We Use

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Remote Support

All client servers are remotely accessible, maintenance doesn’t require an on-site presence.

Most desktop support is done remotely, minimizing downtime while clients wait for a technician to be dispatched.

Network Monitoring

Every critical component of client’s network is monitored (servers, firewalls, ISPs, etc.)

We know about problems before the client does and can work proactively rather than reactively.

Standardization and Virtualization

After supporting hundreds of clients over the past 10 years, we know what works best. Easier to support standardized environments.

Replace several outdated servers with one robust server machine hosting several virtual servers. Decreases problems related to hardware failure.

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Xantrion Mission

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Provide clients with a 5 star experience every time they interact with a Xantrion team member or recommended product

Our average customer satisfaction score for 2014 is 4.7/5.0

98% of our clients stay with us year after year

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Xantrion Values

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Our clients are our reason for being

Without them, we would not exist

Our people are our business

If we do nothing other than hire right, we will do well by our clients

If our people are inspired, they will take the company and it’s community to places we have yet to imagine

Our community is our future

Our clients, growing businesses, are the key to turning around the US economy

We are dedicated to being a spring board for our clients

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Questions?

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Day in the Life of a Help Desk Administrator

Xantrion:

Who We Are, What We Do, and How We Do It

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Example Responsibilities

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Assist clients with desktop issues

Create and manage user accounts

Identify and assign appropriate resources for escalated service requests

Assist consultants with projects as needed

Shadow consultants

Learn!

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Xantrion Work Environment

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Professional and positive

Able to see the impact of your work on a daily basis

Fast paced

Room to grow

Learning oriented and continuously evolving

Everyone has a say in what we do and how we do it

Team oriented

Contribution appreciated and outstanding performance rewarded

Work hard, play hard

People have the information and tools they need to succeed

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Examples: impact of work on customers

Process improvement

Training to process to policy and procedure

We support clients in teams, answer technical questions for one another, we cover for each other when out, we rotate on call duties, we have each other’s back in general

Big on thank you and do things like dinner for 2 or hotel stay for outstanding work

We do 1 scheduled company event ea quarter like our Christmas party and a visit to 6 Flags. We also do ad hoc events like A’s games, shuffle board, beers after monthly training.

We use state of the art service management and monitoring software. We provide 4 – 6 weeks of initial training and then ongoing coaching and training there after.

Questions?

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Xantrion Summary, Wrap-up, and Q&A

Xantrion:

Who We Are, What We Do, and How We Do It

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Xantrion Facts

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Founded in Oakland, CA in 2000

88% growth between 2006 and 2015

51 person elite technical team

420 servers under management and 5,500 end users supported

Premium partner for major vendors such as Microsoft, Dell, Vmware, Citrix, and Iron Mountain

Compensation package that includes:

100% of your healthcare premium for you and your family

Profit sharing

Matching 401K plan

Certification reimbursement

Monthly in-house training

Third party training event each year

17 days PTO

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Xantrion People

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Interns and full-time employees

US based and authorized to work in the US

90% retention year after year

Elite team of professionals

4 year degrees – Information Systems to Film

Industry certifications

Like people as much as computers

Explain technical recommendations in business/layman’s terms

Go the extra mile to assist clients

Proactive because they own IT

Team players

Take pride in their work because when done well, IT is a spring board for business

“Dave is an EXPERT but he is so humble about it; I have NEVER felt that my questions were in the "Idiot" realm nor has he ever implied that I've overreacted to a situation that was really no big deal. ”

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Xantrion Career Opportunities

SOLUTIONTRACK | VMware vSphere

Years

$47K

$65K

$80K

$95K

Profit Sharing, Benefits & Training

Positive Computer Experience

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Because we are growing and have a clear cut career ladder, we provide more opportunities than most businesses. Ex = Catherine. Consultant for a year and a half prior to being promoted to Ops mgr.

Because we are a consulting company that works with growing businesses we are the perfect place to quickly learn and stay abreast of the latest technology. We implement new systems for a variety of customers on a regular basis which allows us to expand our experience and skill set. Last but not least, you get to work with and learn from some of the best IT pros in the business.

Questions?

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Resumes?

We’re hiring summer interns and full-time system administrators who are authorized to work in the US

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Ops Mgr

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