Riding the Tech Wave

Customer service as close as a click

Photography by Matthew Wood

Technology is a part of our daily lives. From iPhones and email to printers and credit card readers, technology is everywhere in business today. “Many small businesses are using computer applications to run their businesses,” says Mark DiBiase of Infinite Concepts in Greenville.

Infinite Concepts serves as the network administrator for a number of local small businesses. While larger firms often have a tech staff in-house to handle the mail server, application servers with business software, security concerns and configuration, smaller firms have those same technology needs, but on an ad hoc basis to add a new computer to the network, give a new employee an email account, or monitor a firewall.

“They don’t pay for our services until they use it,” says DiBiase, comparing it to timesharing.

Computer techs are even more important when technology hits a snag. Many local computer firms sell and service equipment, so tech professionals can help over the phone, by remote access or even make a house call.

“Service is our business,” says Key Reifers of Key Solutions. “We usually can respond pretty quickly.” In addition to shops in Cleveland and Leland, his service techs travel within a 100 mile radius.

Initially, Key Solutions serviced big businesses until they started hiring in-house staff; now the company works mainly with medium and small businesses and residential customers, setting up anywhere from one system to 100. “People dealing with us want it to be a one-stop thing,” he says, including set-up, information transfer, Internet and email connections, and service.

When ‘big box’ stores started selling computer equipment, Reifers thought his business would become mainly a service center. “I’m surprised each month at the amount of hardware we actually sell,” he says.

In addition to HP and Dell equipment, Key Solutions sells custom built computers and servers with a better warranty than brand name equipment, Reifers says, made to the clients’ specifications and with Intel processors and motherboards.

“You’re not going to pay what you pay anywhere else,” says Reifers. “We’re not Office Depot or Walmart, but you get onsite service.” After the warranty expires, Key Solutions offers yearly and monthly service contracts. For cheaper rates, customers can bring in their equipment to Key Solutions.

Virus infection is a popular reason to call on a computer specialist. “There is no way to avoid it, except stay off the Internet,” explains Billy Etheridge of Office Automation in Cleveland.

But there are plenty of measures the user can take to protect his system, including anti-virus software from MacAfee, Norton, AVG and Microsoft Security Essentials, as well as some free versions offered for home use that are not as intrusive on a computer’s hardware, but still provide protection.

“They’re giving the big time companies a real run for the money,” says Etheridge. “Contact us. Find out what we use and recommend. We give free advice.” Owners can download their own versions of the programs or bring it to Office Automation for service.

Some search engine companies—Google, Bing, Yahoo—are doing their homework to protect the end user, marking sites as safe, questionable or even dangerous, Etheridge says.

Many businesses rely on computer software. Specialized programs keep track of items in grocery stores, give doctors access to patient medical records and—thanks to Dr. Dennis Moss of Micro-SPED in Greenwood—make a difference in Mississippi’s schools.

Micro-SPED develops assessment and special education software. School psychologists use his programs for state and federal assessment consistency. He estimates some 80 percent of schools in Mississippi use this program, as well as schools in Texas and Missouri. “We’ve had users in almost every state at one time or another,” says Moss.

Directors of special education also use his software to track eligible students on reevaluation schedules and services received. “A lot of special education directors in the state continue to use that program, and that program has been around for 20 years,” says Moss, estimating some 50 to 60 percent of school districts in Mississippi subscribe to it.

Thanks to the Internet, Moss can work with his clients around the country by remote access. “We could do this from Alaska,” he says. “We’re from Greenwood and that’s where we’ve always worked out of.”

Many businesses also use multi-functional machines that print, scan, email and fax. Jeff Lusk, general manager at The Image Specialist Company in Cleveland, stresses the expertise and experience his company offers. By learning the details of the customer’s business, as well as how the machine will be used, he’s able to recommend the equipment to meet those specific needs. “We suggest what would be the easiest, most affordable route for them,” he says.

For someone who needs a small machine with small volume needs, Lusk says a machine from a big box store may or may not be the answer. “If you buy from them, when it breaks, it breaks and they expect you to buy a new one,” he says. “If you buy from us, we can service anything we sell you.”

In a field that is constantly changing, it can be difficult to prepare students for the technology job market. “It is quite a challenge,” says Dr. Vicki Webster, assistant professor of computer information systems at Delta State University. “We can't possibly teach every programming language. However, we can teach skills that should be language agnostic; problem-solving skills, sound programming fundamentals and best practices. We want them to learn, and be prepared to be independent learners when necessary.”

While the local economy can make finding a job a challenge, Webster says students who are flexible in terms of relocating or commuting can find internships and employment after graduation. Some graduates have gone on to work with Exxon and FedEx, as well as companies around the world.

“Being an information systems professional offers a lot of flexibility,” she says. “There are still, even in this economy, more jobs than skilled people. New graduates can choose to look for technical jobs, however, our degree is a business degree. So, they have a bit more flexibility when choosing careers.”

And some local companies are looking to hire. With nine employees, Key Solutions is looking to hire a few new high-end experienced techs. “We seem to stay pretty busy,” says Reifers.

Mav6 employs 11 engineers and analysts at its corporate headquarters in Vicksburg; six of those were local hires. Founders Jay Harrison and Major General Buford Blount, U.S. Army (Ret.), are both from the area; Blount was recently selected to lead the Mississippi Defense Initiative.

An aerospace and defense technology company, Mav6 develops “rapidly-conceived, integrated technology platforms for a wide range of defense and security applications.” It’s also one of the fastest-growing privately-owned companies in the country, with revenues of more than $100 million in 2011, according to Harrison, who also serves as the managing director.

The company chose Vicksburg, in part, due to its proximity to one of its customers: the U.S. Army Corps of Engineers, Engineer Research and Development Center (ERDC), but has also developed a relationship with Mississippi State University.

“We also believe it's important for Mav6 to have a positive impact in the communities in which we operate and we recognize the potential to have a tremendous positive economic impact through bringing interesting work and high-paying technology jobs to this state,” says Harrison.

Mav6 isn’t the only company making a difference. DiBiase recently taught a class at O’Bannon Elementary School for gifted children. The students created a multi-media presentation with pictures, voice and motion. “The kids really love it,” says “Mr. D,” as the students call him. “They really responded to it well. It’s an opportunity for us to take our brains and reach out to the community.” DBJ