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Our Team
Unlike traditional managed services providers, Prosum IMS dedicates a team to each client. Your team is accountable for your satisfaction and your success. It’s like having your own dedicated IT staff, that possess all the skills your business needs.
Support Team
- Team Lead – Each IMS client is assigned a Team Lead who is responsible for spearheading all proactive activities and act as a point of escalation for the other members of the team. The Team Lead is intimately familiar with each clients IT environment and their business priorities.
- Engagement Manager – The Engagement Manager is the operational liaison for their clients; communicating schedules, managing project tasks, conducting status meetings, and supplying scheduled reports.
- Support Engineer – Support Engineers carry out many of the proactive activities determined by the Team Lead or are dispatched by the Customer Care Team for issue escalation.
- Help Desk – A team of Customer Care Technicians who provide remote support from the Prosum offices in Los Angeles and Orange County. Available for live support 6am to 6pmPST Monday through Friday with on-call services available after hours, on weekends, and holidays.
SME Escalation
- Solutions Architects - There is a two-way communication flow from our support team to our subject matter experts. Complex issues that require subject matter expertise are escalated from the support team to a solutions architect for rapid resolution.
vCIO Advisory
- Thorough Leadership - Starting with the Discovery phase of the Engagement, your vCIO will develop a deep understanding of what your business objectives are and will make recommendations on how technology can help you reach your goals while maximizing your IT spending.
