Archive for the ‘survey’ Category

  • Pyramid Technology Services Reaffirms the Company’s Commitment to Personalized Service in Order to Satisfy Customer Needs for Innovative Solutions

    Posted on: July 14th, 2015 by Joel Nimar

    From the CEO: Customized Responses Meet Your Specific Needs

    We were gratified to receive so many detailed responses to our recent questionnaire “When running your IT department, what are some of the common problems you face when dealing with: Computer Resellers, IT Service Providers, and IT Staffing”?   I recently addressed some of the concerns expressed by users in university communities. Here are my answers to several other comments we received to this question:

    Chris, from an investment banking company, expressed concern that parts are often not available due to “revision changes or new offering.”

    • “Pyramid is your sourcing expert, with a special focus on legacy equipment. We have global partners that help us source parts worldwide. Our technical group is able to upgrade and downgrade revision levels to match your existing hardware.”

    Joe, with a System Integrator, said; Many resellers have ZERO understanding of the underlying technology that I use to run my business.

    • “It sounds like some of the resellers you’re dealing with don’t take the time to understand your business and its environment. For example, one of the ways we’re able to do this is by providing our sales and engineers access to manufacturer training to get certified in their products. We are vendor agnostic and recommend our customers the best solutions that suit their needs and requirements.”

    Karen, representing a Telecom manufacturer, noted that prompt response time and accurate diagnosis are major concerns.

    • “We pride ourselves on meeting our committed service level agreements and make sure the appropriate technical staff member goes to your site. Too often desktop techs are sent for data center work. This won’t happen when you engage us. Pyramid utilizes a team of central engineering pros with field experience and manufacturer training to help diagnose any issues you may be having. Our accuracy rate for first time fix is over 90%, one of the best in the industry. Many of our engineers are trained on the operating system so they can diagnose both hardware and software issues.”

    IT staffing services are vital concerns for many of our customers, as evidenced by these comments:

    A lack of quality temps in the workforce was deemed a problem by Chris, with an investment banking company.

    • “Pyramid staffing services has access to 2.2 million resumes via a proprietary platform. Even more importantly, we have highly trained and experienced professionals to review your needs and match the appropriate candidates.”

    Chris, from a university in the Mid-Atlantic, said: We have not had problems — due to our contract constraints, we don’t have the options to hire even part-time, temp staffers for project work, which is a problem in itself!

    • “Hiring a contract worker can often make good financial sense. Sometimes projects are short term or a contract worker can have a skill set not currently available on the existing IT team. Contact workers are also good for roll outs and temporary projects. Give us a try; you won’t be disappointed.”

    Dennis, from a private, independent university, said: “I’ve seen when I contract with a staffing firm for a position that I get multiple applicants that don’t make my first round. Isn’t that why you pay staffing firms?

    • “Pyramid uses trained IT professionals, including former CTO’s to review resumes and recommend the appropriate candidates based on your specifications. We are also not paid until the candidate is officially accepted by the client.”

    We would love to hear from more of you! Fill out our quick questionnaire and receive a $10 Amazon gift card.  This questionnaire helps us understand IT industry concerns, where and how we can help, and how to improve our business.

  • University IT Professionals Face Special Challenges

    Posted on: May 19th, 2015 by Joel Nimar

    Problems Within the ‘Ivory Tower’ Are Not Unique

    In an effort to better serve our clients, Pyramid Technology Services recently conducted a survey among industry IT professionals regarding their primary concerns and common problems when dealing with computer resellers, IT service providers, and IT staffing. Today, I’d like to share some of those issues and comments from university IT professionals, but their concerns are not unique.

    Dennis, an admitted “hardware junkie,” wrote: I shop specification — not price, but I’m inundated with resellers wanting to dump underpowered hardware on the university. . . . When I do raise the spec then the price point rises too sharply.”

    • As an independent reseller of new and refurbished servers, storage and networking equipment, Dennis, our approach involves forging relationships with a wide range of manufacturers and distributors, and we do not maintain a large inventory that we have to sell. Our highest allegiance is to you, our customer, and we pride ourselves on our ability to source the right solution at the right price, and to do it quickly to meet your needs.

    Dennis also spoke about his surprise at the “lack of pure project management by service providers.” He noted that he expects “a full time ‘boss’ making sure my project is managed in the field.”

    • We address this concern at the outset, by beginning every project with a detailed discussion, followed by a comprehensive Statement of Work. Pyramid assigns an account manager who monitors the project regularly to make sure we reach client goals.

    Another respondent, Dean, noted: “They (other providers) typically offer basic services that we already handle internally and the SLA is out of our control.”

    • Let’s face it, Dean, you need a vendor who will customize a plan to meet your needs. We at Pyramid do just that, whether your need includes hotline telephone support, onsite engineering, parts logistics or all three. We will customize the hours of our plan, let you mix and match service levels even at the same site with similar systems. Be sure to tell us exactly what your needs are and we’ll go to work to tailor our service accordingly.

    Christopher, also a university user, wrote that prime concerns are “parts reliability, after-sales support (or warranty services), supply chain issues, . . . and pricing, pricing, pricing.” He also expressed his concern about “long term support vs. new sales,” emphasizing that he buys for the “long term,” and does not appreciate any attempt to “flip our investment into the next up sale.”

    • To those concerns, Christopher, let me say that we pride ourselves on our long-term relationships. Because we don’t support a large R&D budget, we keep our costs down so we can pass on the savings to you.  We have no reason to want to lead you to new products on a regular timed schedule. If you are satisfied with your equipment and your service, whether it’s a period of one year or five or more, we will do our best to maintain it even after the manufacturers stated “End of Life” or “End of Service Life.” Pyramid has no reason to want to “push” inventory that won’t meet your specific needs. We do our best to search out exactly the parts you need to meet your specifications at the best possible price. We maintain an open line of communication, and we urge you to communicate fully with our “point person,” not only your expectations for the equipment, but also your pricing requirements.  We also fully test our parts and systems, and provide you with a test report.  Every project has an assigned account manager who monitors progress and regularly assesses goals. It is always a two-way street.

    Christopher also mentioned that he had no problems with IT Staffing firms because his university has a contract constraint which doesn’t give him the option to hire even part time, temp staffer for project work. This has been a problem for his department.

    • Hiring a contract worker can often make good financial sense for any organization. Sometimes projects are short term or a contract worker can have a skill set not currently available on the existing IT team. Contact workers are also good for roll outs and temporary projects.

    If you are dealing any of these issues, and you do not feel that you are not getting the level of support that you need and want from your supplier, then give us a call to address your needs.

    We want to hear from you! Please contribute to our survey question and we will send you a $10 Amazon gift card!

  • What are your 2015 IT Goals

    Posted on: January 12th, 2015 by Stacy Gianakura

    We are asking our contacts and the IT industry “What are your IT / business goals for 2015?”

    So far, we have gotten responses such as:

    1. Have servers manage themselves
    2. Improve skills and add certifications
    3. Incorporate mobile devices into existing applications
    4. Adding converged and Hyper converged infrastructure solutions
    5. Redeploying current and new applications to the cloud
    6. Virtualizing storage and deduplication

    Tell us what your goals are and be entered to win one of two $50 Amazon gift cards. You have until January 23rd, 2015 to enter. Two winners will be notified on January 26th.

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