Naval Postgraduate School Enlists LogMeIn for Remote Support

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Naval Postgraduate School Enlists LogMeIn for Remote Support
Mobilizing the helpdesk with LogMeIn Rescue Saving money while reducing downtimeThe Naval Postgraduate School (NPS) in Monterey, Calif., The NPS staff and students travel around the world for provides graduate-level security- and defense-related education extended periods, so Hafemeister can get a call about broken and resources to the U.S. Navy, U.S. Marine Corps and the armed applications or lost devices from just about anywhere. When forces of U.S. allies. an application isn't working, Hafemeister uses Rescue+Mobile to log in and fix the device. When it's a case of replacing a lost A team of 70 technicians manages the school's device, he can have the replacement shipped directly to the telecommunications and computer systems. The helpdesk staff end user and get them up and running remotely. This saves of 20 supports more than 5,000 end users, including 2,700 on- time as well as the money it would cost to deliver to Monterey campus staff and students and 3,000 distance learners around and then back to the end user. And more importantly, helps the world. minimize downtime for the user.
Telecommunications specialist John Hafemeister is in charge Hafemeister reports he plans to expand use of Rescue to of supporting more than 350 BlackBerry® smartphone devices. include support for desktops and laptops. "We talk about our He was already familiar with LogMeIn Rescue because he used use of Rescue+Mobile in our weekly staff meetings, and the it to support the PCs of friends and family stationed around the results we're tracking through our trouble-ticket system. It is all globe. So, as the need to support mobile devices grew at NPS, positive."he recommended Rescue+Mobile.
Staying up and running with Rescue+Mobile Get Your Instant Free Two-Week Trial of Hafemeister and his team answer BlackBerry trouble calls LogMeIn Rescue at www.LogMeInRescue.com »and deploy devices as upgrades or new issues. Now, with Rescue+Mobile, when a user has a problem, Hafemeister is able to resolve it from his own computer, eliminating the need to travel or have the person's device shipped to him. He simply initiates a Rescue session and brings up a virtual replica of the user's BlackBerry on the screen and begins to solve the problem immediately as if he were holding the device in his own hands. This saves time and money and helps reduce user downtime. "There's no more wasted time," reports Hafemeister. "I can literally fix their BlackBerry (devices) while they are in a meeting, so they are up and running and productive."
Providing training along with troubleshootingHafemeister uses Rescue+Mobile to simplify the process of getting a new user set up. He has a built-in training session which demonstrates how Rescue+Mobile can install new applications and fix systems remotely. This has helped increase users' trust and acceptance of remote support. "Because I use Rescue+Mobile to set up the device for the end user, when they need help, I can support them remotely; they've experienced remote access (during set up) so they are more comfortable letting me access their device remotely."
Building up trust by focusing on securityBecause of the sensitive nature of what NPS students are studying, there's a strong focus on security. The Rescue+Mobile screens are branded to NPS, so they don't look like a third-party application. That seemingly small feature has gone a long way This release contains the trademarks and service marks of Research In Motion Limited. These marks may be toward creating a sense of trust and acceptance on the part of registered and/or used in the U.S. and other countries around the world. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties and trademarks of Research In Motion the end users. Limited.
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