BluZEBRA Technologies – Help Desk Competencies

Who comprises the BluZEBRA Technologies technical team?

At BluZEBRA Technologies we refer to our technical team as mentors, this comes from our background in providing eLearning support solutions and our ‘how to’ training approach to each support interaction. BluZEBRA mentors are carefully selected for their expertise, real world experience, and enthusiasm for all things technical, and that’s only the beginning.
Our proprietary development system ensures BluZEBRA’s rigorous standards for quality support are evident with every interaction. Each mentor is committed to perpetual skills advancement, so you can always be sure you’re clients are getting access to the most current and knowledgeable support available.
For BluZEBRA, it’s not just about how smart our experts are – it’s about how effectively they help IT professionals and end users succeed and make a measurable impact on your business

microsoft-gold-certified-partner

Credentials: Microsoft Certified Experts

As a Microsoft Gold Partner, our team get’s access to training and early access to new software that ensures we always stay a step ahead of the marketplace. Our team’s Microsoft certifications include:

Microsoft Certified Solutions Expert (MCSE)

  • Server Infrastructure: Designing and Implementing a Server Infrastructure
  • Desktop Infrastructure:
Implementing a Desktop Infrastructure
  • Private Cloud certification: Configuring Advanced Windows Server 2012 Services + Monitoring, Operating, Configuring and Deploying a Private Cloud with System Center 2012
  • Enterprise Devices and Apps: Configuring & Supporting Windows 8.1
+ Deploying Windows Devices and Enterprise Apps
  • Data Platform: Administering Microsoft SQL Server 2012 Databases
+ Designing Solutions for SQL Server
  • Business Intelligence: Designing Business Intelligence Solutions with Microsoft SQL Server
  • Messaging: Microsoft Exchange Server 2013
  • Communication:
Microsoft Lync Server 2013
  • SharePoint: Microsoft SharePoint Server 2013
+ Office 365 Services
  • Security: Microsoft Windows 2000 MCSE on Microsoft Windows Server 2003

Microsoft Certified IT Professional (MCITP) Winders Server 2008

  • Windows Store Apps
  • Web Applications
  • SharePoint Applications
  • Application Lifecycle Mgmt.
  • Microsoft Visual Studio 6.0
  • Microsoft .NET

Microsoft Certified Solutions Associate (MCSA)

  • Microsoft Windows 2000 & 2003
  • Windows Server 2012
  • Windows Server 2008
  • Windows 7 & 8  Office 365
  • SQL Server 2008 & 2012

Microsoft Certified Technology Specialist (MCTS)

  • .NET Framework 2.0 Windows & Web Applications
  • .NET Framework 3.5 Windows & Web Applications
  • .NET Framework 4.0, Windows & Web Applications
  • Windows Server Virtualization, Configuration
  • Windows Server Active Directory Configuration
  • Windows Vista / 7– Configuration
  • SQL Server
  • SQL Server Business Intelligence
  • SQL Server DB Development
  • Windows Small Business Server
  • BizTalk Server
  • Enterprise Project Management with Microsoft Office Project Server
  • Microsoft Office Communications Server
  • Microsoft Office Groove 2007, Configuration
  • Microsoft Office SharePoint
  • Microsoft Exchange Server
  • Windows Mobile 5.0, Applications
  • Windows Mobile 5.0, Implementing and Managing
  • Windows SharePoint Services

Microsoft Certified Professional Developer (MCPD)

  • Windows Developer Visual Studio
  • ASP.NET Developer Visual Studio
  • Enterprise Application Developer Visual Studio
  • MCPD on Microsoft Visual Studio

Microsoft Certified Application Specialist (MCAS)

Microsoft Certified Database Administrator (MCDBA) Microsoft SQL Server 2000 and 2003

Microsoft Office (all versions, ’97 to 2010) Microsoft Office 365 MS Project

comptia

CompTIA Certifications

  • CompTIA Network+
  • CompTIA Security+
  • CompTIA Project+DHTI+
  • CompTIA Linux+
  • CompTIA Server+
  • CompTIA A+

cisco

Cisco Certifications

  • CCENT – Cisco Certified Entry Network Technician
  • CCNA – Cisco Certified Network Associate
  • CCDA – Cisco Certified Design Associate
  • CCNP – Cisco Certified Network Professional
  • CCDP – Cisco Certified Design Professional

Additional Topics + Subject Areas

  • Citrix
Amazon AWS

  • IBM Websphere

  • Lotus Notes

  • C and C++ Programming
  • Linux (LPI)

  • Novell

  • CIW

  • CISSP

  • ITIL
  • Java

  • VMWare

  • IBM DB2

  • ICDL/ECDL

  • Unix

  • Oracle

  • Project Management
  • CWNA
CEH (Ec Council)
  • Project Management
  • Finance
Performance Management
  • Telephone Skills
  • Gaming Consoles
  • Instant Messaging Internet Safety Managing and Storing Images
  • Spyware / Virus removal Human Resources Communication Workplace Aggression Team Building
  • Change Management
  • Effective Presentations Career Development Marketing
Motivation
  • Virtual Team Building Team Leadership
  • Human Resources Communication Workplace Aggression Team Building
  • Team Leadership Change Management Effective Presentations Career Development Time Management Budgeting
Home Networking Internet introduction E-mail use
  • Web page/site creation and maintenance Project Management Finance
  • Performance Management Telephone Skill

Technical Support Sample Scope: Level 1

The activities that are performed as part of the Level 1 Services include, but are not limited to:

  • Windows general help and “how-to” support
  • Mac OSX general help and “how-to” support
  • Google Apps help
  • Internet connectivity troubleshooting
  • Restore connectivity to network devices and servers
  • PC/Mac productivity application help
  • Tablet, mobile device general help
  • Digital camera and other single-function digital devices basic help
  • Error message troubleshooting (O/S or application)
  • Suspected virus detection / virus removal
  • Slow computer troubleshooting
  • Email client troubleshooting
  • Email client configuration
  • Local printer/ scanner usage help
  • Web browser help
  • Network Interface Card help
  • Restart server-side services
  • Password resets and service resets
  • Assistance in downloading and installing local productivity software such as Acrobat or Flash

Technical Support Scope: Level 2

The activities that are performed as part of the Level 2 Services include, but are not limited to:

  • Email server support including add/remove users, troubleshoot errors, configure settings
  • Support for network printers and scanners
  • Add/remove user on a domain
  • Resolve remote access issues including VPN
  • Assist the user to resolve issues with backup and restore

Technical Support Scope: Out of Scope

During support activities with a Client, BluZEBRA may determine that an issue is not within the scope of the Services and will not provide support for that application or technology under this Agreement. (Notwithstanding this, BluZEBRA will make a reasonable attempt to help on a “best efforts” basis in most situations.) Any such determinations will be promptly communicated to the Reseller, accompanied by a detailed explanation of why support was not provided.

The activities that shall not be performed under the Agreement include, but are not limited to:

  • Taking any action that may be construed as a violation of copyright laws
  • Providing passwords (but will assist Client in resetting passwords) – we provide passwords for WIFI
  • Providing or finding CD or product keys – we do not provide the customer with this information but if we manage their Microsoft Volume licensing we would enter it for them and activate the software
  • Resolve blue screen issues or issues needing Safe Mode troubleshooting – we do work on these types of issues, remotely and on-site
  • Resolve HDD issues – we do work on these types of issues, remotely and on-site – T&M or project work may apply
  • Repair driver issues – we do work on these types of issues, remotely and on-site
  • Resolve issues with backup and restore – we do work on these types of issues, remotely and on-site
  • Update O/S or applications to the latest version – project & T&M work
  • Supporting any pre-release or beta versions of software
  • Support for operating system registry issues or BIOS flash issues – we do work on these types of issues, remotely and on-site
  • Support for issues that are the responsibility of the Internet Service Provider – we assist on a best effort basis
  • Support for digital camera or other single-function digital devices (but will provide help on a best
    efforts basis)
  • Building, rebuilding or programming databases
  • Project management, system analysis and design
  • Support for programming languages
  • Support for spreadsheet macros or complex formulas (but will provide help on a best effort basis)
  • Website development issues
  • Support for advanced network administration tasks, such as configuring network devices – we do work on these types of issues, remotely and on-site
  • Accounting software and other applications containing sensitive or mission critical data (but will
    provide help on a best effort basis)
  • Site-wide outage troubleshooting – we do work on these types of issues, remotely and on-site
  • Server/network device reboots – we do work on these types of issues, remotely and on-site
  • Hardware issues (best efforts only) – we do work on these types of issues, remotely and on-site
  • PC setups on network (best efforts only) – we do work on these types of issues, remotely and on-site
  • CRM tools issues (best efforts only)
  • Phone system support (best efforts only)
  • Website/Web hosting – we do work on these types of issues, remotely and on-site
  • Proprietary applications (best efforts only unless separately contracted)
  • Proactive Managed Service work (unless separately contracted)
  • PSA modifications outside other than setup and maintenance of BluZEBRA’s Help Desk

Leave a Reply

Your email address will not be published. Required fields are marked *