the Barrister Advantage

Barrister provides a single point, performance-based IT service and support solution for our clients throughout the world. Our Clients and Partners leverage our Multi-Vendor support capabilities to streamline their IT Service and Support requirements.

The Barrister Advantage
Multi-Vendor IT Services

Whatever your client, server, hardware challenge, Barrister Global Services Network delivers the services you need to ensure your hardware systems are available to conduct business, perform transactions and collaborate with customers and partners.

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Our Technologies
Servers and peripherals POS terminals
Data storage systems Flatscreens/monitors
Desktop printers Scanners
Network appliances Receipt printers
Hubs, switches and routers In-store processors
Legacy systems Kiosks
Our Technologies
Our SOLUTIONS
We serve customers in commercial and consumer markets through direct and indirect channels and manage over 15,000 certified technicians located throughout North America. We get the right technical skill and the right part to the location at the right time for fast and predictable problem resolution for our customer’s hardware challenges.
Our Solutions
Government Services
Barrister provides peace of mind to our Government Clients by delivering consistent, efficient and secure support for their IT service needs.
Government Services
Governmental Sucess Stories

Social Security Administration (SSA) Nationwide LAN Maintenance Service


Objectives Achieved:

Barrister is working as a subcontractor to KSI, providing hardware maintenance and repair to over 1,900 SSA office locations across the US, with a service call volume of 350 dispatches per week. Over the life of the contract, Barrister has maintained a 96.5% SLA for next business day fix. The IT equipment Barrister is currently supporting includes desktops, laptops, printers and servers. Barrister is responsible for supporting all major OEM equipment such as Dell, HP, IBM, Xerox, Compaq, NEC, Lexmark, Brother, Epson and the likes totaling over 185,000 pieces of equipment. Barrister is also responsible for completing any IMAC (Install, Move, Add, Change) of both old and new IT equipment Nationwide and assisting the end users accordingly. Barrister also follows ISO 9000 methodologies and has active ITIL and PMP certified personnel working this account. Barrister was able to take a site needing multi-vendor support and execute a plan that met the needs and demands of the customer. Barrister has performed consistently throughout the length of this contract. "Barrister's efforts in providing field maintenance services on a KSI strategic contract have been outstanding." - KSI Project Manager.

Technical Performance:

Barrister's call center and help desk support team is available 24 hours a day, 7 days a week, 365 days a year for this contract. Barrister is very flexible in molding to customer's needs. An example of this is our ability to have a specific process for some sites. There are some sites in need of support 24/7 and others that rely on Next Business Day support. Therefore, we built a support model for same day service which includes forward stocking of parts and crash kits on site. For other sites, we need to ship to a hold facility, instead of the site, due to security at the site. Barrister has the technician pick up the parts at the hold facility on the way to the site in order to get the parts to the unit that has failed. Barrister has executed above and beyond the contract in time sensitive situations, providing the customer with an increased response time due to the urgent nature of the situation.

Conforming to Specifications and Standards of Good Workmanship:

Barrister understands that every customer will have different policies and procedures. Barrister agrees to comply with the Customer's policies and procedures governing onsite access to the Customer's facilities. Barrister worked with SSA to document the proper certifications and clearances needed for our technicians. Our system has the capabilities to note specific customer requirements in a location in the system so that every service event opened for that customer has those specific notes auto populate to the work order. We can set this information as internal information, so only we see it, or we can set the information as technician viewable. If the information is set as technician viewable, it will automatically be sent over to the technician when dispatched for the work order. The technician will also be able to see this information via the Technician online portal. Through the technician online portal, technicians are able to update and view service events, view open and closed service events, as well as email the CRS directly from the service event. This has proved to be a great tool for the SSA account as some offices require more customer attention than others.

Administrative Aspects of Performance:

Barrister proactively manages all of its service events, confirming the ETA with the technician, as well as confirming the technician is en route 30 minutes before the scheduled ETA. The technician will call Barrister when they arrive onsite. Our systems are designed to assist our team in being as proactive as possible. One example of this is how our system is linked to Outlook. When we assign a call to a technician and set an ETA, an Outlook Calendar appointment is automatically added to the calendar of the CRS responsible for the call. The appointment is set for the scheduled ETA date and time with a 30 minute reminder. This assists the CRS in making sure the service events are being managed proactively. The appointment is automatically updated depending on the action taking place on the service call.

Delivery Schedule

There have been no changes in the delivery schedule of services to the customer.

Effectiveness of Project Management:

The SSA contract has strict performance guidelines for service call response time and repair time of field equipment, varying from 4-hour repair to next business day repair. To ensure that service call response time and repair time requirements were met, Barrister assigned a project management team to this account. The project management team built a support model that includes pre-screening of over 600 engineers, forward stocking of parts, and building priority support queues for the customer. Due to the above preparation, Barrister has been able to maintain an overall SLA compliance of 96% over the life of the contract.

Performance against Contract Metrics:

This contract is performance based and is measured by our Service Level Agreement compliance. All of the equipment we support on this contract is on different SLA terms. Most laptops, desktops and printers are on a next business day service level agreement. For most servers, Barrister is required to have a 4 hour onsite response and 6 hour repair service. Over the life of the contract Barrister has maintained a SLA compliance percentage of 96%.

Commitment to Customer Satisfaction/Business-like Concern for Customers:

Barrister assigned account support through the project management team that is responsible for the day-to-day operational and administrative functions necessary to resolve problems as they occur. This will be the role of the client relationship specialist, CRS.

Controlling Costs:

Barrister has over 200 relationships with vendors whom utilize our home grown reverse auction tool which enables us to be able to drive our cost down and provide our customer with the lowest price available without sacrificing quality. Barrister's quality assurance department reviews vendor's performances weekly regarding fill rates, timely delivery to the end user, and DOA rates.

CAG - Veterans Benefits Administration - Break Fix Service

Objectives Achieved:

The Veterans Benefits Administration is responsible for administering the department's programs that provide financial and other forms of assistance to Veterans, their dependent, and survivors. Major benefits include Veterans' compensation, Veterans' pension, survivors' benefits, rehabilitation and employment assistance, education assistance, home loan guarantee, and life insurance coverage. Without Barrister supporting 18 VBA offices, the VBA's ability to serve Veterans, their dependents and survivors would be diminished. Barrister supports the VBA with comprehensive hardware support services. Barrister's subcontracting role on this contract is important for the success of the overall contract, because without Barrister supporting the contract the VBA would not have a centralized source for all of their IT Hardware Support needs. Barrister currently provides desk side and hardware support for a mixed fleet environment of over 4,000 HP and Lexmark printers at over 18 Veterans Benefit Administration offices Nationwide. These are locations that Northrop Grumman could not support internally. This results in a total of 5-10 dispatches per week. Although Barrister does not support any mission critical equipment on this account, we have maintained a Service Level Agreement of 96% compliance on next business day service. Barrister also follows ISO 9000 methodologies and has active ITIL and PMP certified personnel working this account. Barrister was able to take a site needing multi-vendor support and execute a plan that met the needs and demands of the customer.

Technical Performance

In preparation for handling this account, Barrister assigned a program management team to the account. This program management team is responsible for finding the best engineers for the equipment needing service. The challenge Barrister had on this account was the fact that all of these printers are of a different OEM, therefore Barrister needed to find engineers with the right certifications, skill set and professionalism to complete the job with one trip, one fix and consistently meet the Customer's SLA requirements. Barrister met this challenge head on. We have existing relationships with over 15,000 engineers across the country and are able to find the best technician for each service call. When a service call comes in from the VBA, we identify what is going wrong with the printer and immediately begin finding an engineer who is certified and qualified to service the specific piece of equipment. The system Barrister utilizes streamlines this process and allows us to find a technician within minutes, instead of hours. The system Barrister uses evaluates each one of our engineers based on how many trips he/she takes per service call, how many parts that engineer uses per service call and customer satisfaction ratings that we gather from the end user. Based on this information along with the engineer's geographic location and certifications he/she holds, we are able to identify the best engineer for each specific service call. Barrister is able to provide a technician within 50 miles of each site location to ensure a quick response in the case of an urgent issue.

Conforming to Specifications and Standards of Good Workmanship:

Barrister understands every customer will have different policies and procedures. Barrister agrees to comply with the customer's policies and procedures governing onsite access to the customer's facilities. Barrister worked with the VBA and Northrop Grumman to document the proper certifications needed for our technicians. Barrister's system has the capabilities to note specific customer requirements in a location in the system so that every service event opened for that customer has those specific notes auto populate to the work order. We can set this information as internal information, so only we see it, or we can set the information as technician viewable. If the information is set as technician viewable, it will automatically be sent over to the technician when dispatched for the work order. The technician will also be able to see this information via the Technician Online Portal. Through the T.O.P. technicians are able to update and view service events, view open and closed service events, as well as email the CRS directly from the service event.

Adherence to Contract Schedule:

Barrister has adhered to the original contract schedule from day one.

Administrative Aspects of Performance

Barrister proactively manages all of its service events, confirming the ETA with the technician, as well as confirming the technician is en route 30 minutes before the scheduled ETA. The technician will call Barrister when he/she arrives onsite. Barrister's systems are designed to assist our team in being as proactive as possible. One example of this is how our system is linked to Outlook. When we assign a call to a technician and set an ETA, an Outlook Calendar appointment is automatically added to the calendar of the CRS responsible for the call. The appointment is set for the scheduled ETA date and time with a 30 minute reminder. This assists the CRS in making sure the service events are being managed proactively. The appointment is automatically updated depending on the action taking place on the service call.

Delivery Schedule Revisions

Delivery Schedule Revisions

Effectiveness of Project Management:

The VBA contract requires next business day repair of all equipment. To ensure service call response time and repair time requirements were met, Barrister assigned a project management team to this account, managing each service event as it arises. Barrister has been able to maintain an overall SLA compliance of 96% over the life of the contract.

Performance against Contract Metrics:

This contract is performance based and is measured by our Service Level Agreement compliance. All of the equipment we support on this contract is on a next business day SLA. Over the life of the contract Barrister has maintained a SLA compliance percentage of 96%.

Commitment to Customer Satisfaction/Business-like Concern for Customers:

Barrister assigned account support through the project management team that is responsible for the day-to-day operational and administrative functions necessary to resolve problems as they occur. This is the role of the Client Relationship Specialist, CRS.

Controlling Costs:

Barrister has over 200 relationships with vendors whom utilize our home grown reverse auction tool which enables us to drive our cost down and provide our customer with the lowest price available without sacrificing quality. Barrister's quality assurance department reviews vendor's performances weekly for fill rates, timely delivery to the end user and DOA rates.
Barrister Advantage
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