Presented By Bobby Brea Senior Field Executive

Corporate Overview

PC Mall Overview

• Founded in 1987• $1.5 billion in revenue• Approximately 2300 employees• Publically traded on NASDAQ (MALL)• One of the largest and fastest growing technology resellers• Consistently profitable• History or successful acquisitions• History of successful spin offs

The PC Mall Services Family

Managed & Cloud Services

•Remote Managed Services•Data Center Hosting•Business Continuity•Cloud Services•Microsoft Hosting

Professional Services•Data Centers•Borderless Networks•Cloud Services•Microsoft •Secure Mobility•Collaboration

Lifecycle Services & Distributed Computing

•Installations•Configurations•Systems Refresh•Help Desk•IMAC Services•On-Site Staffing

Change Management & eLearning

PC MallServices Portfolio

Strong Value Add

• Highly Skilled and Trained Engineers

• SLA Management Customer Satisfaction

Optimization

Process

People

Technology

• Remote RemediationTools

• ITIL Process Development

• Industry Preferred Practices

• Reporting and Metrics

• Project Management

• Continuous Process Improvement

• Highest Levels of ManufacturerAuthorizations

• Road mapping of leading technologies to businessrequirements

• Leveraging andoptimizing current hardware and softwaretool sets for greater ROI

• IndustryExperience • Technology Driven Career Path

• Customer Satisfaction & Experience

Strong Value Add

We provide “real world” services for our customers.

• Experienceo 25+ years experience delivering services to enterprise level companieso Provides service to over 1 million seats for our customers

• Scalability & Knowledgeo On top of cutting edge technologieso Continuous process improvement programs, financial strength, strong

industry relationships

• Flexibilityo Solutions are customized to your needso Flexible pricing options

IT Manufacturer Service Authorizations

Fully-certified warranty support for all Tier l manufacturers including:

Apple Authorized Service Provider

Hewlett-Packard Authorized Service Provider

Lenovo/IBM Premier Personal Computer ServiceBusiness Partner

Dell Warranty Parts Direct Participant

Toshiba Authorized Service Provider

Lexmark Authorized Service Provider

OKIdata Authorized Service Provider

Panasonic Authorized Service Provider

Samsung Authorized Warranty Service Provider

Solution AuthorizationsMicrosoft Gold Certified Partner Microsoft Large Account Reseller Microsoft Enterprise Software Advisor (ESA)

Hewlett Packard Elite Partner Storage Elite Partner Imaging & Printing Elite Partner ProCurve Elite Partner Elite Service Partner

Cisco Gold Certified Partner

Apple Direct PartnerCertified Product ProfessionalCertified Support ProfessionalLenovo Premier PartnerIBM Premier PartnerVMware Authorized Consulting PartnerSymantec Premier PartnerCitrix Gold Solutions Provider

Certifications

Cisco Gold Partner Certified Specialists: Sales Experts

(CSE), Associates (CCNA, CCDA), Professionals (CCNP, CCDP, CCIP, CCVP, CCIE)

ATP Video Surveillance ATP Physical Security Advanced Data Center Network Integration (CISCO UCS) Connected Real Estate SIP Converged Building Systems ATP Digital Signage

VMware Premier Partner

HP PartnerONE: Intel, BladeSystem, Storage

IBM Advanced Business Partner: iSeries, xSeries, BladeCenter, Storage

Dell Enterprise PartnerMicrosoft Gold Partner Certified Specialists, MSCE, MCPS, MCPSI,

MCDBA, MCSA, MCSAM, MCSEM, MCNPS

Competencies: Advanced Infrastructure, Networking Infrastructure, Information Worker, Unified Communications

Sun Certification & Expertise Juniper Firewall, Infoblox DNS

Ruckus/Trapeze Wireless

EMC Certification & V-C-E Opportunity

APC Elite InfraStruXure Partner

Strategic Planning SolutionsPlanning and Discovery Sessions

Focused on reviewing people, process and technology across distributed computing platforms.

• Smaller groups with key stakeholders• ½ day to 2 day sessions• Sessions driven by a Consultant• Executive Summary with recommendations• Road mapping future state

Process Consulting

Process redesign and rebuilding can be a challenging event and without key industry knowledge and years of experience, a new process can not have the desired effects if not done correctly. SARCOM can help with proven process consultants that can give that true “outside” view and help implement a successful process improvement plan.

• ITIL based Framework• Proven Implementation Process • Fixed fee or T&M

E-Procurement / OpsTRACK

• Developed in-house as an advanced procurement management system

• Direct link to tier-one suppliers

• Convenient and cost-saving

• Incorporates leading technology

• Eases acquisition, authorization and administration

• Software suite includes… Procurement Manager License Manager Asset Manager Optional Workflow Manager

BACK

• Three warehousing locations for improved shipping and deployment times for those projects and deployments that require national reach.

Columbus, Ohio Memphis, Tennessee Irvine, California

• Over 500,000 sq feet of total warehouse space• Controlled building access security• On-site Security Teams for physical inventory

controls

Warehousing & LogisticsFacilities and Capabilities

• Three integration locations for improved shipping and deployment times for those projects and deployments that require national reach.

Columbus, Ohio Memphis, Tennessee Irvine, California

• Gigabit Ethernet capability to workstations

• 1 Terabyte SAN for images and customer data backup; VLANs for security at each location

Integration & ConfigurationFacilities and Capabilities

• ISO 9001-2000 Compliant Facility & Operations• Image Management & Consultation• Simple & Complex Integrations• Staging & Asset Tracking• Asset Tagging• Inventory Reporting• Customized Solutions

– High Touch, Complex Configurations– Low Touch, Standard Manufacturer

Configurations

Integration & ConfigurationImaging Solutions

Project Management Solutions

PM Solutions include a fully staffed PMO to assist our customers with deployments and standard IT service delivery projects, including:

• On-site skilled PM’s to asset with IT projects

• Remote skilled PMO to integrate with current projectdeployments and maintain timelines and budget targets

• Providing new and existing turnkey IT solutions

• We are scalable, knowledgeable and flexible

• Utilize a propriety standard methodology

Service Offerings

• Remote Managed Services•24x7 NOC/ Monitoring: Server, Storage, Network, Applications•Proactive Management: OS, Servers, Network, Storage•Operations Desk Support•Customer Premise or Hosted

Systems Monitoring & Management

•Data Center Hosting• SAS70 Type II•N+1 Infrastructure•High Density•Owned & Operated

Hosting Services

• Cloud Services (Infrastructure as a Service)•VMWare Servers•SAN Storage•Internet Bandwidth•iSeries Ready Access•Backup & Recovery Services

Cloud Computing

• High Availability Business Recovery• Customer owned or

provided as a service• Testing & Recovery

Support• On-Demand Resources

Business Continuity

• Microsoft Hosting Services (MCS/BPOS)• Exchange 2007• SharePoint 2007• Office Communication

Server• CRM

Microsoft Hosting

Remote Managed ServicesService Delivery Operation Model

Operations Service Desk

(Reactive Support)

Portals

Help Desk

Monitoring

NOC

On Site

Managed Services

(Proactive Sys Mgmt)

Desktop

Servers

OS

Network

Data Center

Business Service Monitoring

ERP

eMail

CRM

eCommerce

Web

VoIP

Applications

Servers

Database

Cloud

Network

End Users

Help Desk

• SARCOM Service Desk was established in 1996 and is located in Columbus, OH

• Open 24 hours a day – 365 days a year• Staffed by 60 Skilled Analysts supporting

over 50 Clients• ACD (automated call distribution) system• Incident Management Tool - SARTrac• Knowledge tools• Computer lab

• Our People– 550+ Certified Engineers, Technicians,

and Project Managers– Carry Over 4,400 Certifications &

Authorizations– Customer Service Focused

• Back-office Expertise– Centralized Administrative and Logistical

Model providing consistent, efficient services

– Proven Methodologies and Process– Service Management Systems

Field ServiceOverview

Servers Desktops Printers Routers Switches Patch Panels Phone Systems Plasma / LCD Screens

Field ServiceEquipment Types Covered

• Turnover Ratio Percentage (Represents the number of employees turned over within a year based on the average turnover rate and the impact associated with that turnover

• Backfill Costs in Days For Sick Time, Vacation, Training, etc. • Training Costs (Average amount spent on training each year for each associate)• Opportunity Costs (Indirect costs incurred from time devoted to support that

could be spent on Strategic I/T Initiatives) • Area Manager (Estimate of time spent attending to resources or processes)• Director/CIO (Estimate of time spent attending to resources or processes) • Reporting and Metric Analysis (Time spent each month analyzing ticket data and

preparing reports) • Infrastructure Load on Resources (Rent, Utilities, Telecom, Furniture, PCs, Cell

Phones, Pagers, Supplies, Transportation Costs and Equipment, Payroll Support Staff, HR Support Staff, Etc.)

• Outside help needed for trouble tickets and additional support requirements (support cannot be done with current skill set employee)

OutsourcingCost Considerations

Transition Planning• Account Start-Up• Assign Team• Define Processes• Maintain Current Business• Validate Assumptions• Planning• Reporting• Communication

Implementation• HR Management• Employees Switchover• Outbound Communication• Implement & Refine

Processes• Process & Project

Management• Metrics & Reporting• Operational Cutover

Steady State• Run the operation• Manage customer

expectations• Manage call volume• Ensure customer

satisfaction• Meet SLAs• Reporting

Optimization• Drive Efficiencies• Retool Processes• Alternative Solutions• Evaluate emerging

technologies• Focus on:• People• Process• Technology

Program Management

Outsourcing Approach

Value Proposition

Our solutions are built on an approach that focuses on core impact areas to lower risk

CostSavings

• Minimizes transition costs• Hard cost savings• Increased utilization of existing staff allowing for greater employee retention• Leverages our branch and virtual employee base to reduce cost and

increase customer satisfaction

Customer Satisfaction

• Offers a support model that retains a percentage of customers staff• Uses local branch management during implementation phase• Improved employee retention reducing risk of service interruption• Promotes quick transition to steady state after implementation objectives are

complete and operations stabilizes• Increased location coverage providing improved SLAs

Experience• Similar engagements with other clients• Solution components are part of our core competency• Over 25 years of experience

• Remedial Maintenance• Preventative Maintenance• Warranty Support• Engineering & Field Change Orders and Advisories• End to End Infrastructure Support and

Management• Network Infrastructure Maintenance Support• IMAC Services• Desk Side Support Services• Time and Material and Block Contract Support

Field ServiceOn-Demand IT Services

• National Coverage including Hawaii & Alaska

• 99% of all zip codes covered

Field ServiceNational Coverage

Systems Refresh / Deployments

From day to day single PC refreshes, to large scale deployments of thousands of PC’s, SARCOM uses our capabilities of warehousing, imaging, and national deployment teams, along with our PMO to provide seamless IT lifecycle refresh services.

• 700+ Certified Engineers, Technicians, and Project Managers

• Over 4,400 Certifications & Authorizations

• Customer Service Focused

• Pick up of all equipment from your locations• Physical audit of all items received• Data erasure and overwriting of hard drives• Data storage devices can be physically destroyed• Disposal/recycling is EPA-compliant; transfer of title or certificate

of recycle is provided• Schedule Management to ensure on-time pickup• Delivery for any assets redeployed• Reporting

Recycling & DisposalEnd of Life Management