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I have been working at ProNet Solutions full-time for more than 3 yearsPros
As other obvious reviews entered by the "People Services" group have stated, any technical job you take with ProNet (now owned by FIS) will help you greatly with your future, if you plan to stay in the IT field. From the lowest technical position to the highest (more or less), you will touch and work with a lot of technology. If you have what it takes to thrive in an environment such as this one, you will gain a TON of experience and troubleshooting skills. If this is your first IT job, the pay looks really good. If you show that you are self-reliant and can tackle and overcome technical issues, you will find that the "good" people working there will be more tolerant of you and you will open doors with those people to learn what they know.
If you get in with the "good" people, it makes all the bad things mostly bearable and they will show you what you need to learn in order to succeed with technology. You also get some pretty awesome stories about how badly, what are supposed to be technical people, struggle and generally fail at life with IT related things. (e.g. destroying Exchange servers from not understanding basic VM concepts, thinking you can reboot an ESX host and that all the servers residing on it will power down and back up on their own, and demoting the remaining DC on a network because they were too lazy to double check which server they were really on)
I am going to NOT recommend this employer to my friends but ONLY because there is no "it depends" selection. If you were a friend of mine starting out, this is what I would tell you and if I thought you could handle it, I would tell you to do it.Cons
To begin with, the term that's used in a lot of job postings and reviews of jobs state the words "fast-paced environment". If those other environments are fast-paced, this environment is warp-speed, hyper-fast, could-escape-the-pull-of-a-black-hole's-gravity-well-it's-going-so-fast paced.
You will hear terms like "owning your issues" and "taking responsibility". These are the terms that management likes to use to make you feel like you are not doing enough for the company and that you should commit yourself to working harder and longer hours to feel better about yourself. After you do those things though, do not expect a thank you or a "good job".
When I started at ProNet as an entry level employee, it was common practice that you worked your 8 hour shift and then you HAD to clock out. However, you were not allowed to leave until all of your tickets were updated and/or closed. So, as an hourly worker, you would be there for an additional average of 15 - 60 minutes past your shift. Since the Department of Labor was there, this practice has ended, but the point of the statement is to show the mentality of how they take advantage of you. If you are salary, then they work you as much as then can until you say "no". They rarely give comp days for working over 40 hours a week and when they do, they attempt to make you feel like they're doing you a favor. If, and when, you say "no", then you are no longer an asset to the company and you are viewed as worthless by management. I know employees that have worked 80+ hour work weeks (that includes your weekend) for 5 weeks straight before getting a weekend off. This has not changed since FIS purchased ProNet; in fact, it may have gotten a little worse.
The compensation, as I said earlier, if you are just out of college the pay seems great. Annual raises are essentially cost of living increases and if you receive a poor annual review, then it's not even that. They state that promotion is quick; this is not true and not all promotions are in your favor. To address the first point, they like to use the tactic of adding to your scope of responsibility (usually when someone quits) but then they call it a "lateral promotion" so that they don't have to increase your compensation. To address the second point, they will also sometimes use the tactic to "promote" you to set you up to fail at that position so that they can remove you, or at the very least, move you into another position where they hope you will get fed up and quit on your own.
Touching on promotion, as stated in other reviews, those who cheerlead and promote themselves the most will get promoted. If you work hard and do a great job, but don't "brag" to everyone what you have accomplished, you will be labeled as lazy and a person that doesn't do any work. You will even be told by "middle management" to promote yourself more.
Going back to the comment in the pros section regarding proving yourself self-reliant and able to overcome technical issues; as soon as people find out that you can resolve problems and can handle multi-tasking well, they will come to you for EVERYTHING! This is also a double trap because if you start to push back and limit your work load, then you are "building walls" and "not being a team player". If you are really lucky, you may even get your very own copy of "Who Moved my Cheese" to show just how inflexible you are.
As an example of the level of mutli-tasking that is expected of you, a typical day is that you will have a ticket queue of no less than 20 tickets, you will be expected to answer as many calls as you can during the day (if you are a TSC) and only have 5 minutes to resolve the issue. If you can't figure it out in 5 minutes, you are to create a ticket, hang up with the user and then figure it out from there and then call the user back. (keep in mind, that you have another 3 - 5 calls waiting to be answered continuously throughout your shift) If you are good at what you do, you will have the important people at the client sites calling and asking for you directly because they know you can resolve their issue(s), so add that into the mix as you do not want to let them down. Then, also because you are good at what you do, you will have the other people bringing you their problems asking for help. Well, if you aren't pure evil, you want to help, so then you have that distraction as well. You will also find that when they bring their issues to you , that they have no information for you, either, so asking them basic information from basic troubleshooting will get a "I don't know" or "I didn't ask" response.
Lastly, so that some old reviews are updated, Happy Hour is no longer since FIS took over. Also, casual Friday is no longer a thing (per FIS policy) and the only day you can wear jeans to work is once a year for "employee appreciation day" in which you are also expected to donate your time to charity if you work near corporate.Advice to ManagementAdvice
All of the management is horrible. None of them, to my knowledge, has ever even taken any formal managerial courses. Everything they respond to is reactive and never proactive. When there are critical issues and a customer or multiple customers are hard down, they would rather have a meeting every hour for status updates (that you MUST attend) even though you have already told them it is going to take more than an hour just to get through to technical support.
As stated in other reviews, if you are not management and you have a good idea, it will not be adopted.
Assumptions are made based on little-to-no information and then action is taken "accordingly" when management makes executive decisions.
A reward is rarely offered without it seeming like this reward is being done because management is doing YOU a favor by rewarding you. (a horrible management technique, by the way)
Perks are given in the form of something like a $20 Starbucks gift card for working 26 hours over your 48 hour weekend. Great managerial technique if you can get away with it, but still shady.
Some of the "managerial techniques" take the form of you being micro-managed as if you are their child.Doesn't RecommendNeutral OutlookDisapproves of CEO