1. They take too long to call you back, get onsite, and fix your computers.
2. They really don’t seem to know what they’re doing some of the time.
3. Your computer never quite seems to work the way they said it would.

• The Microsoft Certified Systems Engineer (MCSE) – This is the premier certification for professionals responsible for installing, configuring, and troubleshooting network systems based on the Microsoft Windows® 2000/XP platform and Microsoft Windows Server System™. People who hold this certification have at least one year of experience administering network operating systems and desktop operating systems.
• What most people don’t know is that there are different MCSE certifications, each specific to the different Microsoft network software systems. Current MCSE certifications are for Windows NT, Windows 2000, and Windows Server 2003. If you have the MCSE for one network system, you must pass a special test to “upgrade” your MCSE to the next network software system.
  
  Suggestion – If a technician is MCSE certified, ask them on what system?
  
  
• The Microsoft Certified Systems Administrator (MCSA) – This certification is for professionals who implement, manage, and maintain complex computing environments for medium to large-sized companies. IT consultants with an MCSA have 6– 12 months of experience administering client and network operating systems. There are different MCSA certifications, specific to Microsoft network software systems. Currently, Microsoft has MCSA certification for Windows 2000, and Windows Server 2003. !
• Microsoft Certified Professional (MCP) – This designation is for a person who has passed one or more of the MCSE exams, but not enough for full certification. Many of the Microsoft exams are on specific technologies that aren’t relevant to small business needs, so an MCSE might recommend technologies that aren’t necessary for smaller firms.

• One Person Show – This is one person working part time at night or on the weekends as a computer consultant to small businesses. This means no company, office location, or business infrastructure. They usually work under the table, may or may not have any formal computer training, and often don’t have any certifications. They may have a technology specialty, but it could be unrelated to your need (programming, database design, etc.). This level of support may be adequate for a home-based business or small office (2-3 computers) that doesn't need service during business hours. They can probably handle peer-to-peer networks (no server required, just cables and software). The consultant is often a friend or relative of someone in the company, and is able to provide support at very cheap rates ($20-40/hour is not uncommon). One disadvantage is that they tend to be very unreliable, or as one business owner interviewed recently said: “They’re flakes, I’ll never hire one again. They got me half way through a project and then just #$@% disappeared!”
• The Small Computer Consultant – This is an actual company with employees. They are either all generalists, or each person has a specific computer specialty. These companies are best matched to businesses that run 10-50 PCs. This level of small business computer technology application requires more knowledge than just how to build or repair a PC, but it’s not so advanced that a well-trained and experienced technician can’t provide competent support. Client businesses are typically running one or more network systems on one or more servers, have important data back-up issues, and may be using specialty software. This represents a significant portion of the business market and it’s where you’ll find most of the computer services providers advertised in your local yellow pages. They can handle most client needs in-house but will outsource for specialty programming or high-end databases, etc. They’re also reasonably affordable, with rates of $75 to 150/hour. Businesses in this size category have a typical IT budget $5-50K per year.
• The IT Company - A larger, full-service computer consulting company, possibly with multiple locations. The staff has diversified expertise, offering the ability to design, install, and maintain more complicated, highly customized computernetworking systems. Typical clients have between 50-500 computers, may be running after hours, or 24-hour per day operations, and put extreme demands on their computer systems. This means that downtime, even for a few minutes, can create huge productivity and revenue loses. These businesses can’t afford to hire a computer service provider that isn’t extremely knowledgeable and competent at keeping their system running all the time. The service provider must have the infrastructure and operational capabilities to provide consistent and timely response to all maintenance and emergency repair calls. They also usually offer a full range of in-house services including custom programming, database development, and training. These companies charge more: it’s not uncommon to pay $150 to $200 per hour. Client businesses usually have larger computer budgets ($50K- 250K per year), and also often have some on-site IT staff.
• The Major Player – A large regional or national computer service firms with thousands of employees. These are the IBM’s, nisys', etc. of the world whose customers have hundreds or thousands of workstations in extremely complicated situations. Each technician is very specialized, and they bill out at very high rates (i.e., $250/hour and up). They can do absolutely anything that a client would need including custom programming, database, web site, etc. Businesses hiring a large computer service firm may be spending $500,000 or more per year and have lots of dedicated IT staff provided by the vendor.

Like everything else, you get what you pay for! Generally, all major brands are good and reliable. The differences come down to individual
configurations and additional features. Every consultant has their favorites, but almost all of the major brands can work well for your specific business application. Where you might run into trouble is with the “beige boxes” (PCs that have been assembled from components by resellers). There’s nothing inherently bad about them as long as the consultant provides a good warranty on all the components and labor putting them together.

Caution - Making sure you get warranties for all the components. Also make sure that the provider that built your computers will also service them. If something isn’t working, it can cost more to have a computer technician who’s unfamiliar with your system figure out what wrong.

If you go with off-the-shelf business-class PCs, warranty work can be easier because the manufacturer usually will take the technician’s word for what’s wrong and ship out the replacement part. However, you may have to wait longer to get your system serviced, possibly days or longer if you have to ship to a service center. The other issue is buying as you grow may mean ending up with a complete mismatch of hardware capabilities unless your computer consultant keeps track of your system and makes recommendations based on uniformity and compatibility.

There are also smaller computer equipment manufacturers, offering good quality hardware at cheaper prices. The key here is trusting that the consultant knows the brands based on research and experience.

Suggestion - Less expensive brands can be a good choice to save money, but cheaper isn’t always better. Off brands must be thoroughly researched, and you should be wary about buying at “bargain” prices. Always ask if the consultant has had previous experience using the brand.

Once a “do-it-yourselfer” has attempted two or three fixes, which haven’t worked, you have to call for support. Most of the time they haven’t done damage, but the more they tinker until the computer technician gets on-site, the greater the possibility of making the problem worse, harder and longer to fix, and more costly. A good example is when someone tries different settings and configurations that begin causing hard-to-find hardware and/or software conflicts.

Caution - The average service time and cost is at up to twice as much after a “do-it-yourselfer” has tried to fix a computer problem, meaning double your service time and fees.

• Fewer problems tend to occur in the first place.
• The computer service provider is already familiar with your system and software.
• Common problems, such as software and peripheral conflicts have already been resolved.
• Any new changes to the system (which are frequently the source of the problem) are known.
• Managed systems logs let the technician rapidly review
  what’s going on with usage, error messages, and similar diagnostic information.
• The technician is familiar with your system, has a history of previous activities, knows what’s been done to the system in the past, and what’s working, and what’s not.

Probably the biggest concern businesses should have when evaluating computer service providers is security of data. Unfortunately, many consultants don’t emphasize care in this area. They’re more concerned with being able to find and fix problems with your computers. This nearsightedness can be devastating. A good example is not fully integrating data back-up systems into a business’s computer system, or worse, having one installed but not verifying that it’s working properly. It’s crucial that your business data is protected at all cost, and lack of experience, or care, in this area can put your business in jeopardy without you knowing it when your computer system has a problem, which it will!

Caution – This is bigger problem than most businesses are even aware. There are specific skills related to security that require specific training. Much of the training is related to theory and the psychology of a hacker, as opposed to “point-and-click” security solutions. Ask the consultant about any formal training they have in IT security.

1. Sometimes it is cheaper to replace an old and failing system than it is to keep fixing it. But some computer technicians won’t push for a new system, saying they’re trying to save you money, when they’re really just racking up fat labor charges like crazy!
   
   
2. Some computer technicians steal from their customers. This happens more than you realize. When a computer technician tears into your system they have carte blanche access to everything that’s there, including software, security information, and customer data. Copying of this information happens all the time!
   Some computer technicians will bill you for new parts, but actually install cheaper, often out-of-warranty, recycled parts (just like in the auto repair industry).
   
   
3. Some computer service providers will sell you unlicensed software. When that happens, not only are you breaking the law, but you expose yourself to expensive civil law suits when you are caught. By the way, companies like Microsoft, have dedicated, aggressive programs to find and prosecute license violators.
   
   Caution – Make sure you always have the CDs for the software you purchase.
   
   
4. Some computer technicians will milk service and repair times and overcharge on jobs that don’t take much time to complete. (Note: There is a difference between the technician being compensated for the time coming out to the job site, even if the problem is simple, and unethically padding times just to bill higher fees.)
   
   
5. Some computer technicians keep things secret. They don’t like to let you see how things are done. They figure if it looks too simple, you’ll challenge them on the billing.

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