Texas-Sized Support

Help Desk Support at Texas A&M University

Mike Gerst, Information Technologist, Texas A&M University:
Essentially the way we do Bomgar™ - there's more than one way, but we basically have a website that we direct people to go to and it says remote PC support. They click on that. And, as we get their telephone call in, we initiate this with a telephone call, and our rep has connected to the Bomgar Box™. That rep shows up as a user in that list and we direct the people there. They click on it. It downloads the software for connection to that rep, and it's a no-brainer. Even with some of the new and advanced settings in Internet Explorer and Firefox and others, we're able to talk people through over the phone connecting up for the first time. Once they've connected up, before they usually ask us if we want to use the Bomgar™ session, which is a real benefit. They know we have the capability now. Basically, with Bomgar™ you can do anything that you could do if you were physically sitting there in front of the PC except swapping out components and hitting the power switch yourself.

A couple unusual applications - they asked me for a couple unusuals. Once we had a Blackberry - we have a Blackberry enterprise server - we had a problem in El Paso with an individual and I actually helped him and installed the Blackberry desktop software on his desktop from here in College Station. I had him hook up his Blackberry, do a few commands on his Blackberry. We resolved his problem, backed up his Blackberry, and then restored his email system. And, I did that all remotely and that was using a PDA.