Delta Computer Group 2012
- 1. Overview: Delta Computer Group © DTCC
- 2. Delta Computer Group Welcomes © DTCC 2
- 3. Section 1 © DTCC
- 4. Business Overview 1 2 • Founded in 1990 & Headquartered in Farmingdale, NY with over 1,000 professionals worldwide • Hardware Maintenance and IT Project Services across North America, Europe and Asia • Responsive, Competent, Affordable- End-to-end maintenance service offering, with a collaborative and agile technical team of professionals • Growth through reputation for delivering exceptional service across IT Platforms © DTCC 4
- 5. John Kamen is the founder and CEO of Delta Computer Group. As a native New Yorker, John resides and was educated in the New York metropolitan area. His te CEO Biography & Recent News 1 2 President & CEO biography summary: John Kamen John Kamen is the founder and CEO of Delta Computer Group. As a native New Yorker, John resides and was educated in the New York metropolitan area. His tenured career in IT services provided him with the knowledge, focus and the ambition to be the founder of Delta Computer Group. Since 1990 the company through his extensive managerial and technical background, shaped Delta Computer Group into an industry-leader providing technology solutions with a focus on hardware maintenance, IT Services and business continuity. John believes that there are three basic ingredients to providing world class service; focus on customers; focus on diversified expertise; and focus on increasing its employee’s core competencies. John continues to maintain direct contact with most clients to ensure the highest level of customer satisfaction. In addition, he oversees the development and deployment of its diversified technology divisions to ensure that Delta Computer Group maintains its place as an industry leader. Strategic to Delta’s growth is the ongoing relationship building with partners and manufacturers and has established an in-house training program that encompasses all manufacturers, making it the most comprehensive and rigorous technical program in the industry. To maintain our high level of success, every potential employee has their final interview with John to ensure that every Delta employee possesses the right knowledge, experience and commitment to excellence required to be a member of Delta's team. Through John s leadership, Delta Computer Group will meet your organizations service, hardware, and maintenance needs. Recent News Date: May 2012 - Delta Computer Group sponsors and supports Hofstra University Gala Event Date: May 2012 – Delta Computer Group in conjunction with the Services Industry Association met with members of the US Department of Justice regarding regulating laws towards third party services across manufacturers © DTCC 5
- 6. Management Team Executive Vice President John Sullivan is Executive Vice President at Delta Computer Group with a long history of accomplishments with over 25 years experience in the industry, including being awarded IT Salesman of the Year as well as many other honors and awards by various leading IT industry groups. He summarizes his philosophy in this way, “We must execute on the immediate needs of our customers but at the same time develop long term strategies to insure that our client’s capabilities remain effective.” It is this commitment to long term customer satisfaction and responsiveness that has fostered continued sales achievements for Delta Computer Group. Name Role Bio In 2001, Rick Fama joined Delta Computer Groups Management Team as Regional Operations Manager. Through his dedication and proven VP – Field leadership qualities he was promoted to Vice President of Field Operations. Richard Fama Operations He is responsible for managing the Company’s Team of Field Managers and Field Service Engineers. Mike’s tenure with Delta spans nearly 20 years. His strategic management skills and knowledge of the industry allows him to effectively organize and manage operations by directing and coordinating activities consistent with Michael Naughton VP –Operations established goals, objectives, and policies of Delta. Mike provides direction and structure for the operating units including warehouse logistics, purchasing, and dispatch and customer service. © DTCC 6
- 7. Business Service & Support Practices Service lines Summary: Delta Computer Group provides computer hardware maintenance services within the IT Infrastructure, and in addition to contracted service Delta provides a wide variety of Rack/Stack, Add/Move/Change and Relocation Services within the Data Center environment. TECHNOLOGY OPERATIONS INDUSTRIES •Cross Platform expertise •Resource Mgmt Dept •Financial Services across OEM for sourcing needs •Healthcare •Mainframe •Spare Parts Inventory and complete Logistic •Education •Servers Supply Chain •Legal •Storage •Relocation Services •Technology •Printers •IMAC & Break Fix •Manufacturing •Retail © DTCC 7
- 8. Clients NYSE Euronext © DTCC 8
- 9. 9 Manufacturer’s Support Services © DTCC
- 10. Support Locations & Engineers Experienced Engineers across North America © DTCC 10
- 11. Job Titles and Special Terms Title Description Tenure Technical specialist is responsible for on-site training as the subject matter expert across platforms. In-house help desk and remediation of Technical Specialist client and engineer issues. Proficient in reporting to management a 5 -10 years training strategy for engineers. Develop, coordinate material and train staff. As needed provide technical assistance to clients. Responsible for managing route management of customer service Dispatch Manager calls. Works with Project Services Manager to assign on call 2 - 5 Years technicians based on installation and Service Level Agreement. Manages and coordinates technicians within assigned Customer Project Services installations. Reports to the customer on updates and any issues of 5 - 7 Years Manager remediation. First tier management in the escalation process. Perform diagnostics of malfunction to ensure maximum performance and determine remediation. Troubleshoot jamming/printing/power Printer Technicians 2 - 5 Years issues/errors. Remove and replace defective parts. Connect to networks/install/de-install. Perform preventative maintenance. Perform diagnostics of malfunction to ensure maximum performance of server and determine remediation. Rack/Stack, perform moves when Server Technicians necessary. Installs/de-installs/upgrades. Hot swaps, perform back-ups. 2- 5 Years Troubleshoot errors/power issues/hard drive swaps/memory issues/fans/tape drives/batteries. Remediate and report. Perform moves/adds/changes. Install/de-install/upgrades. Phone support, router configuration, VPN User setup, configuration of laptops, Desktop Support 2- 5 Years desktops, add/remove users. Manage e-mail accounts, anti-virus software, remote support. Cabling, monitoring remote and onsite. © DTCC 11
- 12. Section 2 © DTCC
- 13. Technology Services Summary of current projects: Delta Computer Services provides maintenance with the IT Infrastructure and in addition to this contracted service Delta provides a wide variety of Rack/Stack, Add/Move/Change and Relocation Services within the Data Center environment. Hardware Maintenance Rack & Stack of IT equipment • Providing on-site repair services: • Engineers confirm delivery of assets 7X24/4 Hour, Same Day or Next • Engineers and technicians Business Day reassemble and mount assets • Dedicated parts & spares according to client specification in replenishment facility • On-line warranty processing with • System tests are performed to major mfg’s ensure all assets are working • Procurement capabilities from properly over(200) suppliers • Client team signs off on completion of relocation © DTCC 13
- 14. Typical Project Activities Relocation Premiere Services Maintenance Product Procurement Hardware & Integration Assessment & Installation © DTCC 14
- 15. Project Support Services Timely, Quality Dedicated and Cost- Project Effective Project Management & Support for Our Support group Customers expertise Coordination of Primary point all project of contact delivery assigned to activities to each project completion © DTCC 15
- 16. Service Coordination & Automation Hardware failure Engineer closes Call Logged, SLA incident with verified Service Desk SLA Engineer Engineer responds to client remedies incident with ETA Engineer arrives on-site with spares © DTCC 16
- 17. The Team Advantage Service Coordination and Automation Relocation Services Field Engineering Services Logistics and Depot Repair Technical Support Project Support Services Asset Disposition © DTCC 17
- 18. Feedback i.e. Average Client Feedback score* 1 2 3 4 5 Dramatically Did Not Meet Somewhat Met Met Exceeded Exceeded Expectations Expectations Expectations Expectations Expectations © DTCC 18
- 19. Section 3 © DTCC
- 20. Case Study The Challenge: Ensure consistent and secure 24/7 availability and responsiveness to User Community. Responsive engineering expertise and remediation to critical hardware component(s) failure within the Data Center infrastructure. Maintain Parts/Spares availability in a multi-platform, multi-vendor environment during the life cycle of product. Leading provider of technologically advanced trading solutions. The Solution: Provide an SLA above industry standards and a performance based contract based on one Annual Cost Savings for Servers: platform as validation of service $480,000.00, Blades, Mainframes, Delta implemented its service philosophy “The Delta Advantage” with peripherals’ $504,000.00 guaranteed responsiveness, highly skilled technicians and spares inventory to match their environment. Right part, right time, right skill set. Solution Results: The Result: A Decade long business relationship maintaining $984,000.00 thousands of components and servers in a multi-platform, multi- vendor environment. Delta has been side by side with institution through advances in technology and platform life cycles. Working diligently to maintain a continued cost savings model, which is estimated to be in the millions of dollars. © DTCC 20
- 21. Case Study The Challenge: Experiencing downtime on mainframe tape drives. The current Vendor did not have the skill set to ensure consistent up- time. Reliability issues plagued the IT Staff. A myriad of hardware and peripherals needed to be serviced. In addition Kodak scanners became a critical component to the environment. Based on the growing business model a solution was required. World Class Provider of Financial Clearing Services The Solution: Develop an initial contract (SLA) to address Wide Array of mainframe peripherals, SUN, HP IBM and Dell Servers. Custom Servers, Scanners, Printers, Fax develop a Maintenance Program for Kodak Scanners. machines, Tape Libraries, etc.. Delta implemented its service philosophy “The Delta Advantage” with Solution Results: guaranteed responsiveness, highly skilled technicians and spares inventory to match their environment. By listening and evaluating the customers $700,000.00 Annually unique requirement Delta was able to provide a solution and develop a long term mutually beneficial relationship. The Result: Eight years later a mutually beneficial business relationship is ongoing part of their IT model. Delta has been side by side with financial institutions through advances in technology, platform life cycles, working diligently to maintain a continued cost savings model, which is estimated to be in the millions of dollars. © DTCC 21
- 22. Thank You Delta Computer Group Phone: 631-845-0400 info@deltacomputergroup.com www.deltacomputergroup.com © DTCC 22