Synergy doubles size of its network operations center to focus on managed services
To reach its goal of increasing its managed services business by 25 percent annually and expanding its local workforce by 15 percent by the end of 2019, Synergy IT Solutions cut the ribbon on its newly expanded, multidimensional network operations center (NOC) in Cheektowaga. Referred to as the "Solution Center," the NOC has undergone a 7,250-square-feet expansion to accommodate an additional 12 to 14 service desk analysts and provide space for more help desk technicians and professional services engineers.
"There is such growth potential here. We have effectively doubled the size of our operations center and can accommodate twice as many employees providing help desk services," said Alan Knapton, Synergy vice president, sales. "We know we can rely on the highly skilled professionals available in the Buffalo market to fill these positions. And in the end, it's our customers who will benefit by getting the highest level of technical monitoring and support, plus IT experts on the line within seconds."
Synergy, which has its headquarters in Rochester and offices in Syracuse, began planning this $1.5 million expansion in 2015 as greater customer interest shifted to cloud technology and the need for higher levels of security and data protection. More customers wanted around-the-clock remote monitoring and help desk professionals available to troubleshoot for them. Currently, Synergy's help desk "first-call resolution rate" stands at 85 percent and the average "speed of answer" is 30 seconds per call, compared to the industry average of 45 seconds. By expanding the NOC, Synergy employees now have access to 16 59-inch panels for network monitoring, where there used to be only eight.
"We've already had some customers come in for a tour, and they told us that the new space looks like something right out of NASA's control center," said David Nellis, Synergy's manager of managed service solutions. "They can see for themselves how many experts we have in one big room with all eyes on their computer systems. They are constantly watching, constantly monitoring and that should provide constant assurance to our customers."
With 85 employees currently working in the Cheektowaga location, there is now physical space to immediately add 12 to 14 more service desk analysts and technicians. Synergy is in the process of hiring four professional services engineers for high-end consulting and could add 16-20 more engineers as impending projects are approved. Synergy has a committed focus on cybersecurity and is adding certifications such as
CISSP and others to the engineering team's portfolios. The entire company recently went through a rigorous six-month audit to determine if it has the appropriate safeguards and procedures in place, resulting in the highly coveted
SOC 2 Type II certification.
"Security is key. We know that data protection is extremely important to all of our customers and having the latest tools and upgraded equipment, plus these certifications, backs up our commitment to our clients and solidifies our position as one of the largest managed services providers in Western New York," Knapton said.
The company currently monitors more than 4,500 devices for customers and is prepared to take calls from approximately 5,000 end-users. Synergy expects to increase its business services sector by 25 percent over the next year by utilizing two recently hired salespeople to build an even wider customer base. Synergy focuses on enterprise-sized firms in industries such as biotech, health care, manufacturing, financial, legal, K-12 schools, and government entities. With this growth, local officials predict a widespread economic ripple effect.
"We are impressed by what Synergy has done to create jobs," said Jim Herr, member engagement specialist at the Cheektowaga Chamber of Commerce. "The company has been in Western New York for more than 45 years, but this network operations center only opened in 2012. To see it double in size in such short time, and to hear what Synergy can offer new clients and future employees, is exciting. Really, the sky's the limit."
Tours of the new network operations center can be arranged by calling David Nellis, manager, managed service solutions, at 716-250-3925.
