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API Journal Authors: Pat Romanski, Flint Brenton, Carmen Gonzalez, Elizabeth White, Liz McMillan

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Wilkes County Maintains HIPAA & Security Compliance with Bomgar Solution

Bomgar, the leader in enterprise remote support solutions, today announced that Wilkes County is using its remote support solution to improve IT efficiency and security. Located in the Blue Ridge Mountains in North Carolina, Wilkes County covers 760 acres and is home to nearly 70,000 residents.

Wilkes County's IT department supports approximately 400 county employees and 700 computers, servers and other devices located in 17 county sites, including the sheriff's office, health department, landfill, animal control and the airport. Before the county implemented Bomgar as its remote support solution, the IT department used Windows’ built-in freeware tools to provide remote support to users. However, this software was not always effective, and trips to the county sites were often required to assist users.

When a decision was made to roll out laptops to the sheriff department's patrol unit, Greg Adams, IT systems administrator for Wilkes County, knew that finding a new tool for supporting those devices when the sheriff’s staff was out on the road was critical. Adams evaluated a number of remote support solutions, including Citrix GoToAssist and LogMeIn Rescue, but quickly found that Bomgar best met the county’s needs.

"For security reasons, I knew I wanted a remote support solution that was not cloud-based. Having the Bomgar appliance on-premises has proven to be important because the FBI CJIS rules have increased requirements for secure communications. Similarly, we have to meet HIPAA requirements for our health department," said Adams. "HIPAA requires encryption for a great deal of data. The advantage of having Bomgar is that I don't have to worry that a third party may intercept the traffic when I'm accessing a health department PC remotely.”

Bomgar’s solution is designed to give tech support professionals secure access to any system or device on any network without changing firewall or network settings or pre-installing client software. All chat and support actions performed remotely to troubleshoot systems are encrypted as well as logged and recorded. As a result, Bomgar’s unique appliance-based solution provides the most comprehensive set of compliance and security features for remote support.

Having the Bomgar solution has dramatically reduced the amount of time Adams spends traveling to county locations. "Traveling to many of our locations could take up to an hour out of my day. That was a lot of time to spend for something as small as the need to install a printer. Bomgar is saving me almost more than 50 percent of the time I used to spend out in the field," said Adams.

For a full case study about Wilkes County’s use of Bomgar, please visit: www.bomgar.com/customers.

About Bomgar

Bomgar is the leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 8,000 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris, London and Singapore. You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.

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