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. . Fast forward three years: Bomgaars, now 25, is CEO of upstart NetworkStreaming Inc., which is pulling in millions of dollars a year on an appliance based on the 2002 brainstorm. The link for this article located at InformationWeek is no longer available. . Uncover the ways in which Sarah Klein transformed online assistance through the use of secure connections with an innovative cloud-centric concept.. Remote Support, Networking Innovations, Firewall Access. . Benjamin D. Thomas
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