Joel Bomgaars' Web-Based Remote Support Solution Breakthrough
Flash back to December 2002. Barely in his 20s, self-taught network engineer and help-desk staffer Joel Bomgaars is frustrated because firewalls prevent him from accessing PCs of users needing help. At his cubical at systems integrator Business Communications Inc., he has an epiphany: Instead of accessing the user's computer, have the user request help by going to a Web site. That would clear the firewall hurdles, because firewalls only block incoming messages. The idea worked, and Bomgaars was able to connect with a user within 10 seconds.


