Texas-Sized Support

Help Desk Support at Texas A&M University

Mike Gerst, Information Technologist, Texas A&M University:
Another thing is our users don't always have administrative control over their PCs. Frequently they do, but if we need to be able to reload Bomgar™ as an administrator or remote control product, we need to be able to do that. The other thing is that we were looking at a product to allow one of our technicians to sit at a centralized location and actually support customers in different locations within his region or across regions. This way he can be, you know, electronically in two places at once and it can be in counties at different ends of his region. And then, of course the supporting file transfer to and from, we can install software, we can move patches up from the reps workstation. These were all important things for us to do and our IT people need to be basically able to help any customer, at any time, from anywhere.

As you might guess, we looked at a number of products and Bomgar™ met all of those products. It doesn't have any problems with firewall except the one here at A&M where we installed the appliance and we set that once and we forgot it. There's no resident software client. It's installed as you go. It reboots just fine. We can log in as an administrator. And, the most number of multiple PCs that I know that one of our people had in session at one time from his one workstation was six. They haven't reported to me having done more than six.

The appliance base - they'll talk about this but we wanted the server here. We didn't want to use the hosted version because we wanted complete control over the client-to-server based connection. And, we'll talk a little bit more about lower cost of ownership.