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About Secure-WAN.com, Inc.
Secure-WAN has been providing high
quality network support with an emphasis on customer service in the
Southeast since 1997. Based
in a Northeast suburb of Atlanta, Secure-WAN focuses on small to
medium-sized businesses located in the Metro Atlanta area.
We understand the needs of small businesses and the
challenges they face because we are a small business ourselves.
There will be no getting lost in the “voice jail” answering
systems found in large companies nor will you have to explain your
problem to ten different people before your situation is understood.
The same people who set up your network will be the ones who
support it going forward.
This means that our
engineers will be intimately familiar with YOUR network configuration
and can get right to business.
William Mars, President (billm@secure-wan.com)
 William “Bill” Mars is a graduate of the
Georgia Institute of Technology. After
completing his Bachelor of Science degree in Management, he worked his
way up the ranks by working as a tech support representative over the
phone for a dental electronic claims clearinghouse.
Within a year, he was promoted to the Manager of Technical
Services where he quickly learned that customer service and continual
employee training was the way to success in keeping customers happy. After growing and managing a help desk of twelve technicians
for two years, he moved into a position as a Service Manager for a top 5
Platinum Novell dealer. Here
he managed a team of 25 systems and network engineers providing support
across the southeast region of the United States.
After experiencing many of the frustrations of
trying to provide high quality service from within a large, cumbersome
corporation, he felt that what was needed was a small company that can
be available to focus on its customers in a very intimate and trusting
relationship.
“What I found was that a large team of
technicians trying to support a large number of customers just
doesn’t work. This is
not assembly line work and every customer’s needs (and therefore
networks) differ. What is needed is a small number of technicians who can
become intimately familiar with each customer’s configuration and
needs and then spend their time addressing those needs, not trying to
figure out how the last guy had set it up.
Also, customers had no faith in the ability of the company to
provide service since they never got to know and communicate with
anyone in particular; every time they had a problem (even if it was a
continuation of an existing problem), a new technician would arrive
and start from the beginning. With
a small business environment, not only is the technician familiar with
the customer but the customers get to know the technicians forming a
collaborative team approach to problem solving which is absolutely
unbeaten when it comes to maximizing productivity and minimizing cost."
"After owning my own business for almost
15 years, I've found out a number of things about myself. I've
always known that I enjoy troubleshooting and that I enjoy helping
people. With our current endeavor, I get to do both as well as
providing a valuable service to our customers. As far as I’m
concerned, this is the greatest job in the world.”
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