Ascendant Technologies, Inc.

BACKGROUND

Please describe your company and position.

I am the CEO of a manufacturing company

Describe what your company does in a single sentence.

We are New York’s go-to custom furniture manufacturer.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ascendant Technologies, Inc. to accomplish?

• Ascendant’s role is to provide support for our computers and servers.

SOLUTION

How did you find Ascendant Technologies, Inc.?

Online Search

Why did you select Ascendant Technologies, Inc. over others?

High ratings

How many teammates from Ascendant Technologies, Inc. were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Ascendant’s scope of work is to monitor and manage all of our company computers and servers on our behalf. We use them as an outsourced IT department. We go to them for anything related to IT.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Once we switched over to Ascendant from our previous IT provider we noticed a significant increase in responsiveness. We left the old provider because we always had to chase them. We can get in contact with the Ascendant support staff anytime by calling in.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes, Ascendant always delivers on what they promise to us. If we ever need a project done we reach out to our Account Manager (Matthew), and he will quote us and coordinate ordering the equipment, cutover times, etc,. Ascendant makes technology simple for us.

What was your primary form of communication with Ascendant Technologies, Inc.?

In-Person Meeting

What did you find most impressive or unique about this company?

The most impressive thing about Ascendant is the staff. Everybody I’ve ever spoken with is extremely knowledgeable in IT. I have the confidence that when we call in, that we have an intelligent technician on the other end.

Are there any areas for improvement or something Ascendant Technologies, Inc. could have done differently?

no

BACKGROUND

Please describe your company and position.

I am the CEO of a consumer products & services company

Describe what your company does in a single sentence.

We are a dermatology practice.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Ascendant Technologies, Inc. to accomplish?

• As a managed IT service provider for our company technology.
• Cybersecurity
• IT support

SOLUTION

How did you find Ascendant Technologies, Inc.?

Online Search

Why did you select Ascendant Technologies, Inc. over others?

High ratings

How many teammates from Ascendant Technologies, Inc. were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Ascendant covers everything for us right now. The team is taking care of all the maintenance and support for our laptops and our servers. They also secure the systems on the cyber side. We buy all of our licensing from Ascenadnt as well.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We saw significant savings out the gate versus hiring somebody full-time. Not only did we receive some financial benefits, but we felt like we had more resources with deeper expertise. It was a win for us partnering with Ascendant.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Ascendant does a great job with our IT projects. One thing that stood out to me is that Mike and Anthony always give us a couple of options when evaluating our technology. The team also does a great job at communicating by keeping us in the loop throughout the process.

What was your primary form of communication with Ascendant Technologies, Inc.?

In-Person Meeting

What did you find most impressive or unique about this company?

One of the most impressive things about their team is their responsiveness. We’ve been burned by IT companies that don’t respond in a timely fashion in the past. It’s refreshing to work with an IT company that cares and is involved.

Are there any areas for improvement or something Ascendant Technologies, Inc. could have done differently?

Not at this time.

BACKGROUND

Please describe your company and your position there.

I’m an Agent Coordinator at a national insurance agency. My role is to work with the agents to schedule events, book meetings, and close deals. I’m the primary resource for our branch that coordinates with Ascendant for support and projects.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ascendant Technologies, Inc.?

We reached out to Ascendant for additional technical resources. We have an existing IT department, but we recognize that they have some skill gaps. We brought in Ascendant to lighten the support load and step in as a strategic leadership role.

SOLUTION

How did you select this vendor and what were the deciding factors?

We interviewed several IT companies. We were looking for a partner that has been in business for a significant amount of time, a staff size that could support our needs, and a wide range of IT services so we wouldn’t have to look for another vendor. Ascendant checked all those boxes for us, and Matthew was very diligent to ensure that all our of needs were met.

Describe the project in detail and walk through their service package.

Ascendant shares a support queue with our IT department. Their support desk troubleshoots support tickets in a timely fashion. We also lean on Ascendant for network security recommendations, and they implemented those solutions for us early on in our relationship.

How many resources from the vendor's team worked with you, and what were their positions?

We work with a variety of team members on the support desk, an account manager, and a vCIO.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Choosing Ascendant has truly been a major win for our company. They manage a lot of our support. We’ve noticed a big change since they stepped in and they took an IT leadership role that we really needed.

How effective was the workflow between your team and theirs?

The workflow has been successful between our team and Ascendant. We’ve integrated our support queue with them so we have shared visibility of inbound tickets. Ascendant gives regular updates on where we stand on the technology front. There isn’t a lot of hand-holding with them, which we really appreciate.

What did you find most impressive or unique about this company?

We were nervous about how a commanded solution would work with our existing team. They provided us with a clear thought-out plan on how to proceed. We had some ramp-up time initially, but that was to be expected. Once they got started, we can tell this wasn’t Ascendant’s first rodeo. It was a seamless integration and it impressed us. I regularly hear positive feedback from our staff about the quality of their support.

Are there any areas for improvement or something they could have done differently?

At this time, we are very happy with them.

BACKGROUND

Introduce your business and what you do there.

I’m an attorney and the sole practitioner of a law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ascendant Technologies, Inc.?

They help with computer maintenance for my office computer, home computer, and my receptionist’s computer.

SOLUTION

What was the scope of their involvement?

If I have an IT problem, I can call or email them for help. For example, if I hit a button and my work disappears or my computer won’t start up and I need help.  

At the beginning of the pandemic, they also helped me get set up on Zoom. They also provide advice on how I can upgrade my tech. For example, in the next few months, I’ll need to replace my computers and they’re advising me to switch to Windows 10. They’ve even bought and installed a printer for me. Since even my fax machine needs to be hooked up to my computer system, I really rely on them.

Last year, I had a malware attack on a Friday night, and when I logged in to my computer on a Saturday morning, they would only release my files if I paid them using Bitcoin.

I panicked and called Ascendant Technologies, Inc. Then they came to my office on Monday. They basically had to take everything off of my computers and reinstall it. I thought I lost all of my files, but they were able to restore everything.

What is the team composition?

I work with Matthew (Network Support Specialist). But the last time I had an issue, I emailed them and got a call from someone else. Sometimes they can fix the issues I have remotely.

How did you come to work with Ascendant Technologies, Inc.?

owner of Ascendant Technologies, Inc. was my secretary’s cousin. When I talked to them, they seemed like just the right size for my business. They were affordable.

How much have you invested with them?

I’ve spent less than $10,000.

What is the status of this engagement?

We started working together about two years ago — around April 2019 — and our partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They’re there for me when I need them. Whenever I have a problem, they fix it. They do a good job and they’re friendly. Whenever I report a problem, they usually get back to me within the day.

How did Ascendant Technologies, Inc. perform from a project management standpoint?

Matthew is fabulous. He knows everything about everything. They try to keep my costs at a minimum by working remotely, but he has even come on-site when I’ve needed help.

They’re very quick to get back to me and return my calls. Most of our communication is by email, but I can call them when there is an emergency. They set up a ticket and set up a time that way.

What did you find most impressive about them?

I really appreciate that they brought me on as a client. A lot of other IT companies only want to work with big clients that can pay thousands of dollars a month. Even though I have a small firm, Ascendant Technologies, Inc. always provides quality service.

They’re also friendly and courteous. Even when I freak out over a problem, they’re very calm and honest. I feel comfortable and safe with them as my partner.

Are there any areas they could improve?

I don’t see any room for improvement. They’ve met all of my needs.

Do you have any advice for potential customers?

Call them. They’re affordable, friendly, and responsive.

BACKGROUND

Introduce your business and what you do there.

I’m the finance manager of a government relations firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ascendant Technologies, Inc.?

They’re our managed IT services provider.

SOLUTION

What was the scope of their involvement?

They manage our hardware, software, network infrastructure, and cybersecurity. Their team works in-person and remotely. We occasionally trust them to deal with external tech vendors on our behalf as well.

What is the team composition?

I worked with Mike (President) as well as three other members of their team.

How did you come to work with Ascendant Technologies, Inc.?

Our previous IT services partner wasn’t professional enough for the owner of our company’s liking. We made a change and haven’t looked back for almost 25 years.

How much have you invested with them?

We spend $2,300 each month on their services.

What is the status of this engagement?

We’ve worked together since June 1996.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

When we call them for tech support, we need an answer right away. Since all our operations are virtual right now, we can’t fix anything ourselves. They’ve delivered all the support we’ve needed and have a strong understanding of how to troubleshoot our IT infrastructure.

How did Ascendant Technologies, Inc. perform from a project management standpoint?

They do a good job. We mostly communicate via email. We’ve occasionally spoken on the phone as well, but that’s because I’m their main point of contact at our company.

What did you find most impressive about them?

They’re great at keeping everything running without always being physically present.

Are there any areas they could improve?

They’ve been great, but I think they could be more honest in the feedback they give us. I think our systems could use some upgrades, but Mike has been cautious in recommending any massive overhauls to us.

Do you have any advice for potential customers?

Give them a call. They’re responsive, friendly, and patient.

BACKGROUND

Introduce your business and what you do there.

I’m the founder and president of Preferred Community Management Services, Inc. We manage condominiums.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ascendant Technologies, Inc.?

We brought them on to handle our IT services.

SOLUTION

What was the scope of their involvement?

They support our network that includes our file server and all the individual workstations whether it be desktop or laptop. Their team supports any place where we have a remote location and handle the installation of software where needed. Their work is a combination of on-site and remote services.

What is the team composition?

We work with Michael (President & CEO), Anthony (Support Manager), Matthew (Network Support Specialist), Stephen (IT Specialist), and Robert (Network Support Engineer).

How did you come to work with Ascendant Technologies, Inc.?

We knew we needed a network server that had to be built up, and that was beyond our pay grade. Michael had sent out a flyer or email. We saw that he was local, and reached out to him. Michael came in, and we interviewed him. Our team liked what he had to say so we started the engagement. We also liked that they’re a small business because we’re also a small-sized firm. Location and size were important to us.

How much have you invested with them?

We invest between $7,000–$10,000 a year.

What is the status of this engagement?

Our ongoing engagement started around February 2018.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They’re a local firm that has a staff with a good depth of knowledge that can support us. We’re a good fit. Our team is very pleased with how quickly they respond and how professional they are. Their team solves our problems quickly.

How did Ascendant Technologies, Inc. perform from a project management standpoint?

We typically communicate through email or phone calls. They have an email setup where we can send work orders when we run into a problem.

What did you find most impressive about them?

They truly care about our needs and resolve our problems.

Are there any areas they could improve?

No, there isn’t anything that needs improvement. There are many variables that aren’t in their control. Ascendant Technologies, Inc. is always looking to improve.

Do you have any advice for potential customers?

They’re a good fit for small to moderate-sized companies. When you talk to them, look to see if their personalities and skill sets are a good match for you.

BACKGROUND

Introduce your business and what you do there.

I am the office administrator at On The Mark Communications, a marketing and communications company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ascendant Technologies, Inc.?

We were looking for IT support.

SOLUTION

What was the scope of their involvement?

Ascendant Technologies, Inc. provides IT services for us on an as-needed basis. This includes support when we have any problems with our computers or main terminals. They serve as our go-between when it comes to our phone system. They also help with any Microsoft issues we run into and set up our new computers.

What is the team composition?

We interact with three members of their team: Greg (Network Engineer), Stephen (IT Specialist), and Anthony (Support Manager).

How did you come to work with Ascendant Technologies, Inc.?

I knew the owner from when we worked together about 20 years ago, so I thought of him when we were looking for companies and decided to give him a call. We interviewed them and thought they were very capable. The cost was what we were looking for, so we decided to work with them.

How much have you invested with them?

We invest $15,000 per year, which comes out to $45,000 total. 

What is the status of this engagement?

Our ongoing partnership began in October 2017.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Ascendant Technologies, Inc. is always extremely helpful. They answer us immediately and look into the problem right away. Working with them saves us a lot of time in-house since they have the technical knowledge that we don’t. They keep things running smoothly.

How did Ascendant Technologies, Inc. perform from a project management standpoint?

Whenever we have a problem, we give them a call and tell them what the issue is. From there, they start a ticket and we email back and forth about the progress they’re making. They ask any questions they have and respond very quickly. 

What did you find most impressive about them?

Ascendant Technologies, Inc. is quick to solve any of our problems.

Are there any areas they could improve?

No, they do everything well.

Do you have any advice for potential customers?

Call them and tell them what your issue is, they’ll get it taken care of.

BACKGROUND

Introduce your business and what you do there.

I’m a sole proprietor in the executive coaching and leadership development industry. I work with executive teams on leadership issues, transitions, mindfulness, and anything else related to leadership.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ascendant Technologies, Inc.?

I worked at Johnson & Johnson for 20 years, and there was always an IT group there. When I set off on my own, it was just me and my computer, so I found Ascendant Technologies.

SOLUTION

What was the scope of their involvement?

I’ve been with Ascendant Technologies, Inc. for ten years now, and through the years I’ve replaced computers and bought laptops with their help in decision making. After I developed my website, they now provide maintenance and security.

When my website was hacked, they tightened my security and closed my website off to the countries that the attack came from. If I receive a message that I believe may be a scam, then I consult them, and they’ll make sure I stay safe.

When I wanted to buy a desktop with a significant system, I did some research on my own and then worked with Ascendant, and they bought everything and installed it. They’re helpful with all forms of technology: computers, laptops, tablets, and phones. If I ever need a face-to-face meeting, they connect with me. They’ve even come to my house to install technology.

Ascendant Technologies, Inc. also acts as a help desk that I can call at any time. They can access my computer remotely, and when I was hacked, they took care of it. They provide me worry-free peace of mind by regularly scanning my computer to ensure don’t have any viruses. They’ll let me know to leave my computer on for an hour for them to do the scan, and I trust them so much that I don’t even have to sit at the computer while they work.

What is the team composition?

They’ve been consistently customer-focused throughout our relationship, even though some of the people on the team have changed. Mike (President) is fantastic and cares deeply. He’s very thoughtful in his feedback. Anthony (Support Manager) is a great customer service representative and manager, and he’s responsive when I escalate tasks to him.

I don’t talk to Mike that much, as he’s not on the help desk, but I’ll reach out to him with questions about billing. I’ve known Anthony for years; we have a more personal relationship. Joseph (Network Engineer) has also interacted with me.

How did you come to work with Ascendant Technologies, Inc.?

My long-time accountant recommended them to me.

How much have you invested with them?

I’ve spent around $25,000 with them. I didn’t have a contract with them initially, and I was charged for my time. Every time I called, the length was recorded, and they were very generous. I finally got a contract that involved unlimited support for a monthly fee.

What is the status of this engagement?

We’ve been working together since July 2011.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Early on, before I worked with Ascendant Technologies, Inc., I was on the phone for hours with the Microsoft help desk. I didn’t know the people there, and they were working remotely on my computer, which produced a lot of anxiety.

I called Ascendant Technologies, Inc. all the time in the early days of our relationship and now I don’t call them very often. That’s the best metric. When things happen, I want to fix them right away myself, but they’ve taught me that I don’t need to do that. I call them instead. In that sense, my metrics are also time saved, as well as trust that my system is safe. They provide peace of mind.

The final aspect of their work is consulting support, and I can’t put a price tag on that.

How did Ascendant Technologies, Inc. perform from a project management standpoint?

They’ve done well. What Mike does is he has people on the help desk pick up issues and problems. If the issue is detailed and requires additional expertise, then Mike will have Anthony help me out. Mike knows his staff and knows who to assign depending on the issue.

What did you find most impressive about them?

Their customer service stands out. Even though I don’t have a big business with a ton of computers, but I never feel like my needs are less than those of their other customers.

Anthony has a gift, and Mike does too, for understanding what makes people anxious and what their comfort level is, and he adjusts his approach accordingly.

It’s rare that you find a technical resource that engages in personal conversation before getting to business at hand. I’m curious by nature, and oftentimes technical resources don’t want to be bothered by questions. This is not the case with Ascendant Technologies, Inc. They explain what they’re doing and why they’re doing it. I may not understand everything, but it feels good to be able to ask questions.

What distinguishes Ascendant Technologies, Inc. is their customer service and trust. Once, they had a severe power outage, and my servers went down. They kept me informed throughout the process. It wasn’t like a lot of situations when you’re unsure when service will come back. Mike always lets me know what’s going on.

Are there any areas they could improve?

When they bring new support resources in, sometimes they want to prove themselves. It would be good if they could more easily say that they needed to research an answer or touch base with Anthony rather than try a number of solutions without success.

Do you have any advice for potential customers?

Be upfront with what you need and understand that having someone and paying them is worth the money. You get what you pay for with Ascendant Technologies, Inc. They don’t nickel-and-dime me or overcharge. If you’re interested in IT support, then they’re very good.

BACKGROUND

Introduce your business and what you do there.

I’m the office manager of an insurance agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Ascendant Technologies, Inc.?

When we started growing and were moving to a new location, we wanted somebody to come in and assess our servers and email network.

SOLUTION

What was the scope of their involvement?

They came to our office, looked at the equipment we had on hand, and created a plan to secure our network. They replaced our in-house server, set it up, and built a firewall. Since then, they’ve taken care of our security, added a multi-factor authentication for our emails, and established a VPN for our outside producers as well. Recently, we had another review to reassess our network and determine if we need to make more changes.

What is the team composition?

We work with the owner of Ascendant Technologies, Inc. and two other people.

How did you come to work with Ascendant Technologies, Inc.?

They work in the same building as us, so collaborating with them is very easy.

How much have you invested with them?

We pay about $1,200 a month (approximately $43,000 in total).

What is the status of this engagement?

We started working with them in March 2017 and the work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We’re very happy with their work. They’re very professional and thorough. To assess how strong our network is, they track how often we call and what we call about.

They’re also very proactive. They often know when there’s an issue before we do, and they make sure everything is running properly.

How did Ascendant Technologies, Inc. perform from a project management standpoint?

They’re very attentive and are always available when we need them. For example, we just switched our copier from Kyocera to a Cannon. It was 8 a.m. and they were on the phone with the Cannon rep walking us through how to set it up.

When we need support, we send an email to their support email and then they either set up a ticket or call us back. When I have an urgent concern, I call them and they set it up right away.

What did you find most impressive about them?

Their response time is much better than other providers we’ve worked with. They’re always there for us when we need them. We can call them after hours and somebody always answers.

Are there any areas they could improve?

I don’t think so. We’re very happy with the work they’ve done for us.

Do you have any advice for potential customers?

Let them come in and assess your needs. Then set up an annual review with them to go over how your equipment is functioning.