Prepared for: President & Vice President
Dedicated On-Site SysAdmin (L1–L3)
Review period: Mar 2025 – Jun 2026
2,387
Tickets documented & resolved
~150/mo
Average monthly volume
8+
Service categories covered
1
Point of contact, L1–L3
Single on-site resource handling every tier — Office & 365, hardware, mailboxes/distribution, software, remote access, onboarding, and more. Hundreds of additional earlier tickets predate a system migration and are not counted above.
Support Footprint by Category
Office & 365690
Hardware506
Mailbox & Dist.311
Software305
Remote Access230
On/Offboarding152
Web & Website92
Windows53
Other48
Projects That Delivered Beyond the Ticket Queue
Cost & Vendor Savings
Trimmed recurring spend.Cut unused VMs & subscriptions, right-sized premium licenses to basic, replaced paid tools with free alternatives, consolidated ticketing to Summex Freshdesk.
Built in-house.Designed & deployed company email signatures internally instead of paying an outside vendor.
Reliable hardware.Replaced failing PCs with Dell OptiPlex — remaining issues are software, not hardware.
Security & Continuity
Windows 11 on schedule.Completed before end-of-support — closed a real security & compliance exposure.
MFA enforced.Added a second layer protecting email and company accounts from compromise.
Modernized identity.700+ distribution lists migrated to Azure groups — cleaner, more secure access control.
Efficiency & Automation
Onboarding automated.Manager submits a form → tasks auto-assign. No paperwork, faster starts.
Self-service access.Teams now create their own distribution lists — an entire ticket type eliminated.
Staff self-help.100+ knowledge-base articles let users resolve common issues themselves.
Faster for everyone.Cleared out legacy policy bloat that was slowing every login — quicker starts across the whole company, every day.
Where This Goes Next: From Support Desk to Automation EngineProposal
Today
Dedicated IT keeps systems secure, reliable, and largely self-running.
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The opportunity
That stability frees capacity to attack repetitive, time-consuming work across the business.
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The payoff
IT shifts from a cost center to an engine that automates BOSS's own operating costs down.
Proof it already works: a recent branch-data task that would have taken a staff member hours–to–days was automated to run in about 5 minutes. The same approach — automation and AI — can be aimed at BOSS's repetitive operational processes, not just IT tickets.