GenCare

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of a charity that raises money for pediatric cancer research.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We had a lot of problems with our former managed service provider. They weren’t getting things done, including patching and updates. They were also behind on projects, and our petitions for attention and immediate remediation were basically being ignored.

SOLUTION

What was the scope of their involvement?

GenCare provides managed IT services for us. We’ve put together an RFP that outlines the services we need and our list of concerns. GenCare has replaced servers and moved a lot of things to the cloud. They also provide patching services and work with our virtual CISO to implement cybersecurity solutions. GenCare provides both on- and off-site services, but primarily off-site since we have employees all over the country. If there's an issue that the team can't solve remotely, they come to the office either the same day or the next day.

GenCare also delivers recommendations that our virtual CISO provider reviews. Both teams collaborate to ensure that everything makes sense and that they prioritize the solutions so that GenCare can execute them.

What is the team composition?

We work with multiple, at least six, teammates from GenCare.

How did you come to work with GenCare?

We did a search for a new provider and selected GenCare. One of our team members had previous experience with them and spoke very highly of them. They had nothing but great success with GenCare, so that obviously helped. There was some direct experience with them already. GenCare sounded great in the sales process, and they actually delivered the service, which gave them an edge.

Additionally, GenCare's value for money, the scope they offered, and the suggestions they made during the selection process were the main reasons we decided to hire GenCare.

How much have you invested with them?

We’ve spent around $50,000–$100,000.

What is the status of this engagement?

We started working together in October 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’ve seen a lot of progress in our security assessments. We’ve also seen a reduction in vulnerabilities. GenCare stays on top of things and responds to issues, getting us to a better fortified place. Overall, they’ve exceeded our expectations.

How did GenCare perform from a project management standpoint?

GenCare meets deadlines and stays on budget. We have a monthly meeting where all of us are in, and each project is tracked in real-time. We use Trello, and the virtual CISO has developed their own tracking document. The meetings are virtual, and we get the agenda ahead of time.

What did you find most impressive about them?

Their speed of response is impressive. Our prior MSP would take 6–8 hours to get back to us. With GenCare, we almost always hear back within 1–2 hours, and it’s usually the person who can solve the problem.

Are there any areas they could improve?

No, there aren’t any. All we hear is phenomenal progress and results; GenCare has an impressive track record.

Do you have any advice for potential customers?

Set your priorities and help GenCare understand your business needs and pain points. This will help them make better recommendations to you. Let them be your partner rather than just a service provider. Although some might say it's smarter to do it the other way around, our experience is that letting GenCare know our needs and vulnerabilities allowed the team to help us prioritize.

BACKGROUND

Introduce your business and what you do there.

I’m the IT manager of Vita-Pakt Citrus Products, a vertically integrated processor and supplier of industrial citrus ingredients. We produce juices, purees, and peels from California-grown fruit for food industry clients.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help cleaning up and rebuilding our network, providing end-user support, and managing our servers.

SOLUTION

What was the scope of their involvement?

GenCare has migrated our infrastructure from on-premise to the cloud, audited our licensing, secured our network, and provided ongoing desktop and server support.

What is the team composition?

We’ve worked with 2–5 teammates from GenCare.

How did you come to work with GenCare?

Someone referred GenCare to me. I chose them over other options because they had high ratings, were referred to me, and their company values aligned with ours.

What is the status of this engagement?

We started working with GenCare in September 2024, and our engagement is ongoing.

RESULTS & FEEDBACK

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

GenCare has saved us over $20,000 in Microsoft Office 365 licensing. Thanks to their work, we have a clean Active Directory and Office 365 environment and can now pass a Microsoft license audit. Moreover, our response time with GenCare is under one hour 99% of the time, whereas our previous MSP took days to respond.

How did GenCare perform from a project management standpoint?

GenCare’s project management is excellent. They always keep us up to date with how the project is going. Moreover, the weekly team calls are a tremendous help. We communicate via in-person meetings, virtual meetings, and email or messaging apps.

What did you find most impressive about them?

GenCare’s employees’ longevity is impressive. Generally, MSPs have a horrible churn with technical staff. Many of GenCare’s employees have been with the company for five or more years, which makes a big difference in the quality of support we receive compared to working with a new tech with no knowledge of our business every couple of months.

Are there any areas they could improve?

There’s nothing GenCare could have done better or differently.

BACKGROUND

Introduce your business and what you do there.

I’m an executive assistant and office manager at a holding company. Our largest company is a landlord.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed to upgrade our whole system.

SOLUTION

What was the scope of their involvement?

GenCare has upgraded and streamlined all of our IT services. The team has also provided cybersecurity services. The team did an analysis of our whole property and systems. They looked at our server room and began upgrading the switches and cabling. 

We’ve switched from Google to Outlook and from a very old Windows 2000 server to moving everything to the cloud. GenCare has upgraded all of our systems, switches, and security. The team has also provided us with tutorials on how to utilize all the new software. GenCare has provided cloud consulting and system integration.

What is the team composition?

We’ve worked with several teammates from GenCare, including Charles, John, CJ, and Clint, among others. Charles did the initial analysis of our system, John and CJ did the on-site investigation, and Clint migrated us to Outlook and the new server. Nick is our account manager.

How did you come to work with GenCare?

We were referred to GenCare. We met with several companies and selected GenCare. The team reviewed our system and our needs, and then provided us with a proposal that we chose.

What is the status of this engagement?

We started working with GenCare in the second quarter of 2024, and our relationship is ongoing.

RESULTS & FEEDBACK

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

We’ve seen a decrease in downtime and an increase in speed. Our system is far more consistent, and GenCare has upgraded our Wi-Fi, which is now considerably better.

How did GenCare perform from a project management standpoint?

GenCare delivers the work on time and within budget. We communicate via a ticket management system, using both email and text messages.

What did you find most impressive about them?

All of GenCare’s technicians are really good. Everyone is well-equipped to help with anything, from a simple question to a complex one. The team will conduct extensive research if they don’t know the answer and will consistently come back to us.

Are there any areas they could improve?

GenCare is stronger on the tech side than on the administration side.

Do you have any advice for potential customers?

Get to know the technicians and build relationships with them. You’ll know their strengths. Overall, they’re a smart bunch of people, and they’re all gracious.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations at AC Depuyd, Inc. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help with managed IT services. Our old server was almost nine years old when we got rid of it. There was a definite increase in speed. We also needed the increase so that we could use a bigger suite of software packages. Our old solution was getting bogged down by SQL. We went with a much more robust machine that could handle the SQL queries.

SOLUTION

What was the scope of their involvement?

For the server migration, GenCare came out to find out what our needs were. We gave them information about what we were trying to do with the server. The team then worked up a couple of different solutions for us. One was a physical server, and the other was a cloud server. We discussed the two options and talked it over with the owner. We decided to go with the physical server.

Once we made the decision, it was a matter of ordering the server and getting it started. GenCare came in to do the installation and all the data migration. It didn’t take long, and we didn’t see any downtime.

So far, GenCare has helped us with IT managed services, including Outlook 365 and Exchange server. The team has also set up our domain controller. GenCare has also assisted us with server migration. We’ve discussed cybersecurity in the past, and GenCare has helped us with that as well.

What is the team composition?

We mainly work with Mauricio and Jeff, alongside many other teammates from GenCare. 

How did you come to work with GenCare?

We chose them because they were highly recommended. They knew what they were doing. When we saw the quote, it made perfect sense.

How much have you invested with them?

We’ve spent $200,000–$250,000.

What is the status of this engagement?

We started working together in August 2014, and it’s ongoing.

RESULTS & FEEDBACK

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

We’ve noticed a difference in speed. 

How did GenCare perform from a project management standpoint?

GenCare is great with communication. They break down the projects by line items. We know where every dollar is going. The team delivers on time and on budget. We email them, and they put it in their ticketing system.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Jeff has been great.

What did you find most impressive about them?

GenCare delivers what we expect. They’re extremely strong. They’ve helped other customers. We see it as a win-win because they can work with our software people. There’s a nice transfer of data, and we never skip a beat.

We like that GenCare doesn’t require us to sign a contract for the entire year. If something breaks, we call them, and they come out and fix it. We appreciate that they work with that kind of model.

Are there any areas they could improve?

I wish their monthly server management service were less expensive.

Do you have any advice for potential customers?

If you’re looking to get your project done on time and on budget and want clear and concise communication, give GenCare a call. They’ve always pleased us with what they’ve done.

BACKGROUND

Introduce your business and what you do there.

I’m the operations manager at a chromatography consumables reseller.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help with our IT infrastructure and software integration.

SOLUTION

What was the scope of their involvement?

GenCare helped us set up our Microsoft email structure and provided IT support since we didn’t have an in-house IT team. They supported us with software integration, including QuickBooks, InFlow, and Avalara. The team ensured that the three software solutions were merged and connected correctly to run our daily operations.

What is the team composition?

We worked with a project manager, three teammates for Outlook integration, and two customer support specialists for troubleshooting.

How did you come to work with GenCare?

One of our employees recommended GenCare.

How much have you invested with them?

We’ve spent around $20,000.

What is the status of this engagement?

The integration and infrastructure project lasted from February–November 2024. 

RESULTS & FEEDBACK

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

The sales tax calculation worked smoothly, and we didn’t have any problems filing taxes for each state. GenCare’s structure worked well.

How did GenCare perform from a project management standpoint?

GenCare met deadlines and stayed on budget. The team was upfront about going over budget and was transparent about what needed to be done. We communicated via their online ticketing system.

What did you find most impressive about them?

We were impressed with GenCare’s professionalism and the team’s knowledge.

Are there any areas they could improve?

No, there aren’t any.

Do you have any advice for potential customers?

GenCare is great to work with.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations at Premier World Discovery, a tour operator based in Los Angeles that offers organized group travel worldwide.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help with IT tasks, maintenance, and structure in terms of upgrading and maintaining our systems. We also needed ongoing support.

SOLUTION

What was the scope of their involvement?

Initially, we were re-evaluating some aspects of our IT infrastructure and exploring whether we could scale up GenCare’s support to our growing needs and business. We reached out to them to see what they could offer, and they provided us with information based on some qualifying questions. They also looked at some of the items we had previously worked with them on and provided a number of solutions for us to choose from.

Since then, GenCare has provided general recommendations on the best practices for using software and hardware. Most of the projects are handled remotely.

What is the team composition?

Our primary contact is Mauricio, who is our account manager. We’ve also met Jeff, who handles customer service, and Charles, who is the head of technical services on GenCare's end.

How did you come to work with GenCare?

They were recommended to me by someone who had previously helped us with related services.

How much have you invested with them?

We’ve spent about $50,000.

What is the status of this engagement?

We started working with GenCare in the second half of 2022, and our engagement is ongoing. Our latest project started at the beginning of 2025.

RESULTS & FEEDBACK

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

Since the beginning, GenCare has tried to understand our needs and tailored their approach to meet them. They don’t try to push something onto us that may or may not be a good fit. Instead, they work with us to find the best solution and cover all aspects of the project. They’ve exceeded my expectations in pretty much every interaction I’ve had with them since we started working with them.

How did GenCare perform from a project management standpoint?

GenCare is very transparent and straightforward with costs. They stay within the budget and deliver results. We’ve been impressed with their ability to prioritize and address urgent needs immediately. They also address lower-priority items in a reasonable timeframe without having to follow up. They’ve been very good at adapting to our needs and staying within the budget. They come up with proposals that meet our needs and fit our budget. They’re able to complete projects within a timeframe that works for us. They can adjust their work to our schedule and coordinate with us so that we don’t have to adjust to their timing.

They’re flexible enough to work with us when we have time to work on some of these projects. We use a web portal to update tickets and track progress on individual items. Other than that, we use Microsoft Teams and email.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Mauricio has done an excellent job trying to understand what we're looking for, working with his whole team to come up with a solution that fits our needs, and trying to ideate multiple options for us to choose from.

What did you find most impressive about them?

In today’s business world, especially when it comes to managed services and IT, providers often try to force a certain level of service or convince clients to buy something they believe is the best fit for those customers. However, GenCare tries to understand how they can help us meet our needs and tailor a solution that aligns with what we need.

Are there any areas they could improve?

I don’t think there’s anything they can improve on. They’re doing an excellent job of understanding what we need and delivering those things.

Do you have any advice for potential customers?

Spend time connecting with them and really delve into what you need. Give them the information so they can work on a solution that meets your needs and exceeds your expectations.

BACKGROUND

Introduce your business and what you do there.

I’m the CTO of Quartz Network.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed an outsourced IT partner to handle our internal IT needs. We wanted a low-cost option that could service a remote team across the US.

SOLUTION

What was the scope of their involvement?

GenCare provides IT services for our North American and Canadian team members. They’ve helped us purchase laptops, including sourcing them, and helped identify the specs we need. They also provision the machines before shipping them out. GenCare also provides help desk support.

What is the team composition?

We work with an account manager and an individual who monitors the help desk. Overall, we interact with about four teammates from GenCare.

How did you come to work with GenCare?

We found them through a local connection, but I didn't do the initial contract.

How much have you invested with them?

We spend around $32,000 annually.

What is the status of this engagement?

We started working together in February 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’ve had zero complaints about turnaround time for our inquiries. Overall, our staff has been generally happy, especially with what we’re paying versus what they’re providing.

How did GenCare perform from a project management standpoint?

They deliver on time and within budget. GenCare has a ticket management system that we use and contact via email, and all our communication happens over email, phone calls, and Zoom. Their help desk support is available 24 hours.

What did you find most impressive about them?

GenCare fulfills a specific task, and they've been doing a good job.

Are there any areas they could improve?

I can’t think of any downsides.

BACKGROUND

Introduce your business and what you do there.

I’m a technology analyst at RELAC, a nonprofit organization dedicated to protecting the pension benefits of retired Los Angeles County employees.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We had a very old local server file system and engaged GenCare to modernize and relocate our operations into the cloud.

SOLUTION

What was the scope of their involvement?

GenCare has facilitated the migration of thousands of files to SharePoint and organized them into committee-specific SharePoint sites. The team has also confirmed all files were moved properly and helped us create security groups for our users in Microsoft 365. Additionally, GenCare has purchased licenses for Microsoft 365 and installed an upgraded firewall and WiFi system, installing a UniFi access point and SonicWall firewall. GenCare provides on-site and remote services.

What is the team composition?

I've been mainly in contact with Jimmy, who has taken on the bulk of the work for the SharePoint migration. We also work with Annant and Veronica.

How did you come to work with GenCare?

We met GenCare through a referral. One of our directors had an existing relationship with the team and suggested we have a consultation. We chose GenCare because of their track record with nonprofit organizations of our size, their responsiveness, the comprehensive quality of the scope of work, and their extensive planning.

How much have you invested with them?

We’ve spent between $10,000–$50,000.

What is the status of this engagement?

We started working with GenCare in June 2024, and the engagement is ongoing.

RESULTS & FEEDBACK

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

We don’t have metrics yet, but GenCare has migrated thousands of files. 

How did GenCare perform from a project management standpoint?

GenCare has come in under hours and slightly under budget. GenCare is responsive, and we have weekly meetings via Microsoft Teams to update the progress of the project. The team has laid out a schedule and stuck to it, being very communicative every step of the way. Any holdups on the schedule are on our side. GenCare is very understanding when there are holdups on our end, and I've never felt we fall behind due to GenCare.
Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

I want to shout out Jimmy for being exceedingly helpful and responsive during a complex project. He's available at any time. 

What did you find most impressive about them?

GenCare's quick response time and comprehensive troubleshooting during times of stress are impressive.

Are there any areas they could improve?

I can’t think of anything specifically GenCare can improve.

Do you have any advice for potential customers?

Trust GenCare's process and try to adhere to the timeline they provide. It can be internally difficult for an organization to go through all of the SharePoint mappings, but it’s good to stay on schedule. Ensure that every member of your team is ready for all the steps and walk them through the schedule GenCare provides so that you can ensure that the entire project stays on track.

BACKGROUND

Introduce your business and what you do there.

I’m the assistant infrastructure supervisor at a manufacturing company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

We needed help with a migration from an on-premises software system to Microsoft 365.

SOLUTION

What was the scope of their involvement?

GenCare performed a technical analysis and helped us migrate our system to Microsoft 365. We headed the project internally, and GenCare provided guidance and support. GenCare also helped us accomplish any tasks we didn't know how to complete to migrate to the cloud. The team worked remotely.

What is the team composition?

We worked with two teammates: a senior systems engineer and Jonathan (Senior Account Manager).

How did you come to work with GenCare?

We found them on Google. We chose GenCare because their price point was good, and they had the technical expertise to provide solutions quickly.

How much have you invested with them?

We spent about $30,000.

What is the status of this engagement?

We worked together from January–June 2023. The project is complete, but we’re still their client because they provided us with the licensing.

RESULTS & FEEDBACK

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

After moving to the cloud, we saw a reduction in downtime of our email infrastructure services, which went down to zero because everything is now managed by Microsoft.

How did GenCare perform from a project management standpoint?

They delivered on time and within budget and communicated every change to us. We communicated via phone calls and emails. Since we managed our own project, we had our own internal process.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Jonathan guided us through the licensing questions and what we needed. He was instrumental in getting the licensing. We still use him to pick his brain on what kind of licensing we need going forward, the benefits of those licenses, and how we can break those licenses into different categories.

Are there any areas they could improve?

I didn’t see any weaknesses during the project.

Do you have any advice for potential customers?

Understand what you need and do your homework. Know the project length and budget.

BACKGROUND

Introduce your business and what you do there.

I’m a controller for an HVAC company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with GenCare?

A previous provider helped us to switch to a cloud-based server, but we started having issues with them. They didn’t seem to care about their customer service, so we wanted to switch. We were looking for more transparency in our billing and a better help desk service, one that would be responsive and help us solve our users’ problems.

SOLUTION

What was the scope of their involvement?

GenCare provides help desk services; they host cloud-based servers and help us with our virtual desktops. They were already familiar with our environment because they helped our previous service provider switch to the cloud, so there wasn’t a lot of previous documentation.

We’ve switched licenses and cloud-based services to GenCare and established the help desk. The team services our virtual desktop and helps us remotely; they don’t provide any services to our physical hardware at any of our locations.

What is the team composition?

We’ve dealt with 4–5 teammates.

How did you come to work with GenCare?

We found them in connection to our previous service provider. We reached out to GenCare because we already had good experiences with them.

What is the status of this engagement?

We began working with them in July 2023, and our relationship is ongoing.

RESULTS & FEEDBACK

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

They’ve been great. We’re saving about $10,000 a month with their services.

How did GenCare perform from a project management standpoint?

Project management is excellent. One of our biggest issues with our previous provider was their responsiveness. GenCare is responsive; they call us quickly and are always super polite.

Our users can submit tickets via email or call in and get help from the help desk. Additionally, we can access a portal to see the total tickets for all of our users.

Are there any employees from the service provider's team that you would like to give a shout-out to in this review?

Charles (Director) is accommodating and responsive.

What did you find most impressive about them?

They check all of our boxes.

Are there any areas they could improve?

No, we haven’t had complaints.

Do you have any advice for potential customers?

Be clear about what you’re expecting. The more you direct them, the better results you’ll get from them.