Large Global Automobile Company Headquarters out of Southern California

Highlights

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They wanted to move from staffing solution to a managed service model. Also improve on costs and drive multiple end-user transformation projects. Provision white-glove services for premium end-users.

Provisioned a shared service desk across all US business entities
Optimize the resourcing model
Helped drive end-user transformation initiatives, including patch management through SCCM, manage non-windows devices and also perform image engineering

The transition helped convert the service delivery model from pure staff augmentation to a managed service methodology
Avg resolved incident volume of 1,085 per month with an average time to resolve of 2.20 days per incident
Avg time to resolve on HIGH PRIORITY tickets is 0.31 Days per ticket
Strengthened end-user device security
Avg resolved service request volume of 970 per month with an average time to resolve of 2.90 days per request
Saved the client estimated $250k/month by completing prior to Windows 7 support from Microsoft ending