Aligned Technology Solutions

Please describe your company and your position there.

I am CIO of publicly traded hospitality company with a globally recognized brand. We have approximately 8,0000 employees and included contractors over 250 IT employees.

For what projects/services did your company hire Aligned Technology Solutions?

We need assistance moving from a call centers on-premise environment to a work-at-home environment for our call center agents. We need to ensure that we had all the proper security and planning in place to make this transition due to Covid. Outbound call centers are more sales centers and making the transition is very tough as it is a transient workforce.

What were your goals for this project?

Move our agents to a work at home environment over a 45 day period ensuring business continuity while building a stable and secure platform.

How did you select Aligned Technology Solutions?

Align was a great partner in helping us plan and execute this effort while ensuring we thought of all the security measures and technology considerations that needed to be taken in advance.

Describe the project in detail.

The project involved multiple steps. The first step was to build a secure and stable platform that could host our agents and scale as needed. The second step was test and pilot this program before rolling out to a broader audience. The third step of the project was to rollout out to the entire team. Last, we went through a period of hypercare and any needed remediation. Overall, the project was a big success and allowed our company to continue to operate a remote call center workforce in a challenging environment.

What was the team composition?

Team was made up of technical and business resources. We also had technical resources from Align that were there to guide us and develop the blueprint for the platform.

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

We were able to move our entire workforce remotely within 45 days exceeding our initial goals of 60 days. Also, very surprisingly the teams increased productivity in the home environment by almost 10%

How effective was the workflow between your team and theirs?

Solid expectation setting and great communication is the key to any successful project. The teams had a great structure and communication plan in place across all levels in the project. Align did a terrific job communicating at all levels throughout the project.

What did you find most impressive about this company?

The wealth of knowledge experience in a small company is impressive. The thing that truly sets them apart though is that they are genuinely interested in their customers' success. They truly take ownership of projects. There are companies that are vendors and then there are partners. Align is a partner.

Are there any areas for improvement?

Although there is always room for improvement; In this case I think they are 5 stars all around.

Please describe your company and your position there.

I am the President and Founder of a fundraising consulting firm.

For what projects/services did your company hire Aligned Technology Solutions?

ATS is my IT Outsourcing and Cybersecurity Partner and have been for many years. I use the word Partner specifically, because that is truly what they are. If you speak to any of their employees, you will truly feel like a partner. They are all interested in doing what is right for me and our business.

What were your goals for this project?

Our goal was to have trusted IT and Cybersecurity services. We knew it would be too expensive and take too long to build this expertise in house. The main focus was to find a competent team that would work with us to help us to make sure IT was implemented and managed correctly and securely. We were also very interested in superior customer support. Last, of course value was an important factor.

How did you select Aligned Technology Solutions?

They were recommend by a former collogue we had in common.

Describe the project in detail.

They provide Help Desk services that are very fast and efficient. They actually answer the phone! They manage all our equipment including our firewall and network equipment. They provide strategic level guidance through their Quarterly Business Review structured process, and also if I have one off strategy questions. One of the services I love the most is they liaison with my other technology vendors. I don't have to call Comcast, they do it for me!

What was the team composition?

We have an account manager. Sharon is wonderful and brings everything together. There is one Engineer that is assigned to us and knows the most about our systems, but other engineers do help us as necessary. When we call or email the Help Desk, they are all available to us to help.

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

We are not a huge organization, like many I have worked at in the past. I feel like I have the type of IT support that many of the big companies have. Outsourcing was the right model for us, and ATS was the right choice. We have not looked back or questioned the decision.

How effective was the workflow between your team and theirs?

They have an excellent process for workflow with their clients.

What did you find most impressive about this company?

CUSTOMER SERVICE! No question, this is the stand out characteristic of their organization. Every person I have interacted with from ATS has been great at customer service.  A close second would be their business-first approach. They make suggestions based on what is best for our business.

Are there any areas for improvement?

None that come immediately to mind. We are very happy.

Please describe your company and your position there.

I am the CEO of a Structured Cabling and Audio Visual installation and service company.

For what projects/services did your company hire Aligned Technology Solutions?

We were managing our own servers with very limited remoted access. Our technicians did not have file sharing in the field. We need to off board our IT and services to one platform.

What were your goals for this project?

The key was file integrity backup along with remote access. It also allowed us to free up internal assets that were also managing IT issues to do there job they were actually hired for.

How did you select Aligned Technology Solutions?

Aligned met with BIG leadership to determine the requirements. Multiple discussions and proposal were provided to us. We also met with other venders. We found Aligned to be for lack of better words, " a better listener".

Describe the project in detail.

They are our MSP. They provide IT Outsourcing for Help Desk to vCIO with a focus on Cybersecurity.

What was the team composition?

Our employees work with their Help Desk frequently. We have an assigned primary engineer, but on occasion we may work with a specific engineer on something that requires a particular skillset or expertise. At a strategic level we work with an account manager who brings the right resources to the table to ensure our success.

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

Work flow process and along with communications and access to shared documents has increased 10 fold.

How effective was the workflow between your team and theirs?

The whole process for the cutover and file transfers along with desktop config was extremely painless.

What did you find most impressive about this company?

The ability to have access to senior leadership that could make an immediate impact on the project. So far all the technical personnel we have dealt with have exceeded our expectations.

Are there any areas for improvement?

Right now we may move forward with some other initiatives with Aligned but COVID has delayed these decisions.

Introduce your business and what you do there.

I’m the IT director of a small life science consulting company that focuses on federal government work.

What challenge were you trying to address with Aligned Technology Solutions?

We needed a subcontractor to provide managed IT services to us. We needed someone to help us configure computers, provide technical support, install patches, coordinate repairs, and handle other tech responsibilities.

What was the scope of their involvement?

When we signed up for their services, they began as our IT support contractor. Whenever we need support, any user can reach out to their help desk. If we need help with a larger initiative, another administrator or I can reach out to them and plan the project.

In the last year, they’ve also worked on migrating our IT infrastructure to increase our government compliance. New federal regulations came out for contractors handling sensitive information and our existing infrastructure needed a lot of work to meet these standards. They’ve broken this initiative into several sub-projects that we’ve completed in stages. Their team has done research into the security solutions that would meet our needs for this project, but their longstanding relationship with us has limited how much discovery they’ve had to do.

What is the team composition?

We’ve worked with one lead engineer who manages a team of several others for this project.

How did you come to work with Aligned Technology Solutions?

Our initial decision to work with them predates my time with the company. However, I know we’ve chosen to stick with them due to the breadth, quality, and scalability of their services. They’re also very amenable to my team’s suggestions. Their team is happy to handle everything related to the engagement but has no qualms with us stepping in as well. We could have gone with other vendors to help with our infrastructure upgrade, but based on these factors we chose to stick with them.

How much have you invested with them?

We’ve spent close to $1,000,000 with them in total.

What is the status of this engagement?

We’ve worked together since January 2011.

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

In my time with the company, I’ve never received any complaints about their team. With about 100 interactions a month, this lack of complaints is really impressive. I’ve got a strong IT background, but they’re always able to help me with any complex problems I encounter. At the same time, though, they have no issue helping people with less computer experience through their tech issues. Their team is patient and understanding.

How did Aligned Technology Solutions perform from a project management standpoint?

They’ve done really well. With any new endeavors, we’ll hold a kickoff call in which I can easily set forth project requirements. From an IT support perspective, we have a quarterly update call. They also provide regular updates on our infrastructure upgrade projects. I’ve also really appreciated how honest they are about their timelines. They’ll give me a timeline at the beginning of a project and then meet that timeline. If they’ve got a lot going on, they’re comfortable with letting me know that they’ll need longer than normal to deliver.

We communicate via email and virtual calls. Prior to the pandemic, we had in-person meetings as well. I know they’re using project management tools internally, but we don’t collaborate in using any of these tools.

What did you find most impressive about them?

They’re focused on making their customers happy. They don’t just want to resolve problems. Rather, they truly want to accommodate our team’s availability and needs. They won’t walk away from a ticket until the person they’re helping is truly satisfied.

Are there any areas they could improve?

Very rarely, some of their field staff don’t understand the nature of our business. This issue seems to pop up when they onboard new staff, so I’d recommend that their senior staff focus on familiarizing their newer team members with the needs of their customers.

Do you have any advice for potential customers?

Reach out to them and tell them exactly what you’re looking for. Don’t be afraid to ask questions. They’ll let you know if they can deliver what you need.

Please describe your company and your position there.

A full service leisure Travel Agency providing a "white glove" experience to our valued clients. We have been in business since 2006. I am the Owner of the company.

For what projects/services did your company hire Aligned Technology Solutions?

ATS essentially manages all of our technology on an ongoing basis.

What were your goals for this project?

We just want our technology to work. Before ATS we were plagued by issues that constantly impacted our productivity.

How did you select Aligned Technology Solutions?

I think we found them on Google along with some others and they were the only one that responded quickly. We got lucky. Fixed monthly price was attractive and I know what to expect.

Describe the project in detail.

It's not really a "project" per se, they manage all of our technology on an ongoing basis.

What was the team composition?

They have many wonderful people on their team. Their team has definitely grown since we started with them but we never lose that personalized service.

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

They have definitely exceeded my expectations. They handle things proactively so we rarely have issues now. When we do, they are very responsive and know exactly what to do.

How effective was the workflow between your team and theirs?

They are like an extension of my team. They are great at communications and keeping us informed on what's going on. We never have to chase them for information, very proactive.

What did you find most impressive about this company?

They are a genuine partner, they actually care and look out for our best interests. The people are the #1 thing, they are fantastic to work with. Always exceed our expectations.

Are there any areas for improvement?

Not really. I wouldn't ask them to change anything.

Introduce your business and what you do there.

We’re a financial management consulting firm, serving the federal government as a contractor. I’m the director of operations. 

What challenge were you trying to address with Aligned Technology Solutions?

They’re our managed service provider for IT support.

What was the scope of their involvement?

We’ve engaged with them for ongoing IT support. They provide support for all of our computers and have a helpdesk open throughout the workday to assist employees that run into computer problems.

They assist us through the helpdesk ticketing system, serving all of our computer and server needs. For the most part, they work completely remotely. If there’s a significant problem with a computer, we may ship it to their office for closer attention from their team. All software-related problems are handled remotely. 

Additionally, they configured our wireless network, handled network cabling, and procured ISP services. If there’s an issue with anything related to IT, we can call them. They’ll handle all conversations with internet providers and manufacturers. When they can correct an issue themselves, they act as a liaison between our team and theirs.  

Recently, they’ve been involved in our CMMC certification. There were several tests they conducted as part of that certification process to ensure that we can manage data safely at our company. During that process, they let us know what we needed to do to pass certain aspects of the test. Their audit readiness services made sure we were always on track to pass.

What is the team composition?

I worked with the owner of the company, the client success director, a head of engineering, and several helpdesk agents. On the certification side, there’s another assigned point of contact in charge of managing that process. 

How did you come to work with Aligned Technology Solutions?

We found them through a Google search for MSP vendors in our area. After seeing their site and services, we reached out and asked them for a sales pitch. At that point, we felt comfortable and confident enough to select them for the work.

How much have you invested with them?

The one-time certification readiness service cost us $20,000. Our annual MSP spend is about $90,000.  

What is the status of this engagement?

We’ve been working with them since September 2014.

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

They’re truly a one-stop-shop for our IT needs. All of our employees have had a positive experience working with their helpdesk agents. They’ve provided stellar services with outstanding responsiveness.    

How did Aligned Technology Solutions perform from a project management standpoint?

They always follow up with me about open tickets and tasks in progress. We have quarterly meetings over Microsoft Teams.  

What did you find most impressive about them?

They’re a very dependable and reliable team that cares about their work. I have complete peace of mind with them as my IT partner. They’re always willing to assist. 

Are there any areas they could improve?

I don’t think they need any suggestions for improvement. They do their work well. 

Do you have any advice for potential customers?

They’re a trustworthy partner.

Introduce your business and what you do there.

I’m the owner and partner of Information Technology Coalition, a government contractor providing IT and business services.

What challenge were you trying to address with Aligned Technology Solutions?

We were looking for IT support. Everything from end-user support, to security and help desk issues.

What was the scope of their involvement?

Aligned Technology Solutions came in and took over our entire internal IT infrastructure. They modernized all of our IT systems, reconfiguring our wireless for internal and guest use, and securing our wireless infrastructure. They gave us access to a help desk as well as remote user support.

The team also conducts ongoing security monitoring to help reduce our threat and vulnerabilities.

What is the team composition?

We’ve worked with upwards of 20 different people from Aligned Technology Solutions. We’ve worked with various engineers, their executive management team, and help desk folks.

How did you come to work with Aligned Technology Solutions?

When we were looking for a partner, we conducted a broad virtual search. We interviewed about five companies, but the personal attention we received from Aligned Technology Solutions set them apart. They made us feel like we weren’t just going to be another customer, but a partner.

How much have you invested with them?

We’ve spent between $200,000–$1,000,000 so far.

What is the status of this engagement?

We’ve been working together since April 2016.

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

Aligned Technology Solutions does a quarterly review with us, which is an analysis of various aspects of the system. We’re able to monitor the technology side of our engagement through that, and we also have strategy meetings. 

The real benchmark of the team’s success, however, is that our corporate office no longer gets calls with IT problems. As a business owner, I’m able to provide my team with the tools they need to be successful. 

How did Aligned Technology Solutions perform from a project management standpoint?

We’ve honed a very simplified, but well-run process with them. The team comes in, we identify scope and requirements, and do a strong resource allocation with them. Then, with PMP-like processes, we monitor the project from beginning to end.

We’re using Microsoft Teams, Zoom, and other basic project management tools.

What did you find most impressive about them?

In the four years we’ve worked together, we’ve never had a help desk ticket gone unanswered or a problem unsolved. Aligned Technology Solutions is incredibly responsive and very well-resourced.

Are there any areas they could improve?

They’re constantly improving, and they’ve done a great job. 

Do you have any advice for potential customers?

Have a good understanding of your problems, so you can find the right partner to handle those problems. Also, if you look at the cost-benefit analysis between bringing in a company like Aligned Technology Solutions versus internal resources, and you’ll see there’s great value to bringing them on.

Please describe your company and your position there.

I am the owner and operating manager of large outdoor recreation facility, The Adventure Park at Sandy Spring.

For what projects/services did your company hire Aligned Technology Solutions?

For many years now, Aligned has been our 'outsourced IT department' providing application support, hardware and security management, and general help desk support.

What were your goals for this project?

Efficient access to quality and up to date IT support. As a small business, it's never made sense for us to try and bring IT in house. We do not have enough year-round needs for a fulltime in-house staff, and we did not want to get locked in on the skill set and experience of 1 inside staff member.

How did you select this vendor?

I worked with the Founders of Aligned in a prior business and had complete trust in their skills and integrity.

Describe the project in detail.

Ongoing application and IT support and periodic IT project management.

What was the team composition?

We generally have a lead person at Aligned who coordinates their staff assets to address our needs.

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

I honestly think of Aligned as a great 'IT Department' that is always on call when needed.

How effective was the workflow between your team and theirs?

With very rare exceptions, we ask, they deliver.

What did you find most impressive about this company?

We never feel like 'just a client'. Their staff take ownership of projects and problems and efficiently get the job done. I have also been impressed with how personable their staff is. Always easy to communicate with.

Are there any areas for improvement?

None that I know of.

Please describe your company and your position there.

Vendor Centric is a management consulting firm that specializes in vendor and contract management. I am the Founder and CEO.

For what projects/services did your company hire Aligned Technology Solutions?

We hired ATS to manage our IT operations which include hardware selection and set-up, virus protection, device monitoring, VOIP and on-demand support services. We also work with ATS on ad hoc projects as needed. We recently used them to help with information security policies and procedures

What were your goals for this project?

Find a one-stop shop for managing and troubleshooting day to day IT stuff, as well as an ongoing resource to help with strategic decisions.

How did you select this vendor?

I had worked with Don and Gar previously and knew of the great work they do.

Describe the project in detail.

1. Managed IT services (device monitoring, virus protection, troubleshooting)
2. Hardware standardization and advice
3. VOIP selection, set-up and support
4. Information Security policy and procedures development
5. On demand help as needed

What was the team composition?

I work with several folks at ATS. Gar is my primary point of contact.

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

I've worked with them for 8 years because of their excellent service and cost effective structure.

How effective was the workflow between your team and theirs?

Seemless.

What did you find most impressive about this company?

Ease of submitting support tickets. Responsiveness. Thoroughness in resolving issues. Flexibility. I'd highlight their friendliness and overall 'good culture'

Are there any areas for improvement?

No

Introduce your business and what you do there.

I am the CEO of a financial performance company called Foresight CFO.

What challenge were you trying to address with Aligned Technology Solutions?

We worked with them to develop the productivity tools that we needed to scale our team successfully and continue allowing our employees to work effectively on our platform.

What was the scope of their involvement?

Their team assessed our needs as a company, taking into account where we were at as a business and where we wanted to go, and then came back to us with a set of strategic recommendations.

Those included alternatives around managed IT services that they could provide to us to help our team be more productive. We evaluated those against our financial considerations, and then selected the approach that they then got to work implementing across our team.

What was the team composition?

I mostly worked directly with Gar (Principal & Founder) to coordinate their efforts.

How did you come to work with Aligned Technology Solutions?

I had worked with them at a previous position that we were both at several years ago and was impressed with their capabilities. I reached out to them about this project when the need arose, and they said they could help so we moved forward from there.

What is the status of this engagement?

Our work with them started in 2015, and they continue to provide technology services today.

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

We mostly measure their results by their responsiveness when we run into issues, and often they have somebody working on, if not resolving, the problem within an hour of us putting in the work order.

They are incredibly proactive about maintaining, upgrading, and patching everything so that the technology is never top of mind because it flows so seamlessly. The only issue we ever face is that sometimes individual users have issues with their specific site speed because our team is so spread out, but that’s not on the ATS team.

How did Aligned Technology Solutions perform from a project management standpoint?

Project management is incredibly smooth with them. When we migrated our nearly 200 users from Microsoft to Google Suite, everything was on time and effective, and they prepared us completely for what to expect and how to navigate that transition. We really have no complaints.

What did you find most impressive about them?

They’re not just executing requirements; they put technology in the strategic context of where the business is going.

Are there any areas they could improve?

Nothing at all comes to mind that they could improve.