How Did Our Professional Services Strengthen IT Infrastructure And Bridge Gaps Of E-commerce giant?

In February 2020, we partnered with a leading e-commerce and retail company based in Massachusetts, USA. Their concern for reaching out to us encompassed a complex technical issue with their multi-site active directory infrastructure. Since the depth of the issue required expert intervention, our professional services were deemed fit to help them through this predicament.

Worksent, after studying the MSP’s concerns, deployed their senior engineers to resolve the issue at hand and per extension, fix the infrastructural mismanagement. In a brief span, our engineers could not only rectify the issue but also streamline their operations back to normalcy. We implemented a full-time dedicated engineer to work for them in March 2020. 

Because of the impressive improvements in work quality and project delivery, we expanded our partnership by adding three dedicated engineers by the end of May 2020. This expansion includes an L3 System Engineer, an L3 Network Engineer, and a NOC Engineer. The partnership is still running its course strong.

Challenges They Were Facing

To understand the complexity of their technical concern, let us break them down for you.

• The multi-site active directory that handles data-keeping and direction was out of replication because of network changes, and non-performing AD servers in the infrastructure existing without decommissioning. 
• Shortage in on-site hiring challenges and talent shortages to mitigate high-level technical concerns.
• With 100+ locations to attend to, their lack of networking knowledge challenges them in safely deploying the FortiGate firewall.

How Did We Address The Issue?

For the problems addressed above, let’s dissect our process through each problem for better comprehension. 

• Active Directory Troubleshooting: Worksent held a meeting with the on-site IT team to understand the depth of the issue and the scope of work. After mutually agreeing on the SOW, our team started working on the infrastructure and delivered the expected outcomes within the given timeframe.
• Talent Shortage: Since high-level engineers who could mitigate complex tasks were required, our dedicated System Engineer L3 to address system issues and Network Engineer L3 to revamp network configuration fit the roles they were looking for.
• NOC Monitoring: To monitor and manage devices and alert remediations, a NOC engineer was added to the team.

Benefits Yielded By The Customer

As per the customer’s feedback, they benefited from the partnership greatly. 

• They experienced reduced efforts and costs of hiring an experienced engineer for their team.
• Deploy a high-performing team in 5 months that detangled infrastructure mismanagement and build a healthy active directory to work with.
• Overcome the lack of expertise with engineers and dedicated techs from Worksent.

Tech Stack Used By Worksent

• Splashtop
• Fresh Service
• Centron Manage Enginer
• Event Log Analyzer
• Manage Enginer Endpoint Central
• Carbon Black
• SecureWorks