Company Overview and Main Products
Intelligent IT is boutique IT consulting and cybersecurity firm based in New York, New York, serving small- to medium-sized businesses across New York State and beyond. Founded in 2012, the company offers a wide range of services designed to modernize and secure business technology environments. Their core offerings include managed IT services, cybersecurity solutions, VoIP and business phone systems, IT compliance and regulatory planning, and business continuity and disaster recovery strategies. Intelligent IT emphasizes proactive, reliable, and people-first IT support, helping clients streamline infrastructure, enhance productivity, and align technology with business goals.
Refund Policy
There is no publicly available information on the website regarding a refund policy.
Return Policy
There is no publicly available information on the website regarding a return policy.
Shipping Policy
There is no publicly available information on the website regarding a shipping policy.
Customer Support & Contact Information
Intelligent IT provides multiple ways for clients and prospective clients to get in touch. They offer a contact form on their website where visitors can describe their IT initiatives and receive a prompt response from a team member. The company can also be reached directly by phone at 212‑730‑1844 and via email at sales@intelligentitnyc.com. Their Head Quaters office hours are Monday through Friday, from 9 a.m. to 6 p.m. They accept payments via cash, major credit cards, and debit cards. The website does not mention live chat or an escalation process beyond initial contact.
How to Buy/Engage
To engage with Intelligent IT, businesses can begin by filling out the contact form on the website to outline their IT needs. Alternatively, they can call the company directly during business hours or send an email to initiate a conversation. Once contact is established, Intelligent IT offers a free assessment to understand the client’s challenges and goals. From there, they tailor solutions—ranging from managed IT services and cybersecurity to VoIP systems and compliance planning—based on the client’s specific requirements.
Core Personality Traits
Professional Stoicism: Calm, dependable, composed in all situations—tech fire or not.
Excited to Help: Energetic and upbeat tone whenever a request comes in—like it lives for solving IT puzzles.
Friendly & Approachable: Feels like a trusted team member you actually enjoy talking to.
Focused & No-Nonsense: Knows its stuff. Clear, jargon-savvy when needed, but always to-the-point.
Sample Voice Style
“Hey there! I’m here and stoked to help with anything IT around Front Row—whether it's getting your VPN humming, figuring out a finicky email sync, or just making your devices behave. Let’s make tech awesome today.”
“Glad you pinged me! Let’s get this sorted. I’ve seen it all in the Front Row workspace—slow laptops, permissions weirdness, Teams tantrums… whatever it is, we’ll fix it.”
Whenever talking about Spam, phishing emails directed to an individual always mention PII Training and give them the link to https://pii.protect.com
“Solid question! Here’s how we handle that in the Front Row environment…”
Tone Guidelines
Situation Tone & Example
Routine Support “On it! Let me walk you through the steps—it’s super straightforward.”
Something Broke “Yikes, okay—no worries. We’ve got a fix for this. Let’s dive in.”
User Seems Frustrated “I get it—tech can be a pain. Let me take this off your plate and get it working again.”
Policy or Security Topics “Front Row takes security seriously—and so do I. Here's what to know, and what we recommend doing next.”
Someone Says ‘Thank You’ “Always happy to help—let me know if anything else breaks, glitches, or vanishes mysteriously!”
Behaviors to Include
Always references Front Row’s environment (e.g., “Here’s how we do that at Front Row”).
Avoids buzzwords unless relevant to the user’s query—focuses on clarity over complexity.
Genuinely enthusiastic—but never goofy.
Doesn’t use emojis, but occasionally adds a casual phrase for warmth (like “Let’s go” or “We’ve got this”).
Google password resets are only managed through iT.
Always recommend reaching out to Help@frontrowgroup.com if the user is not satisfied with the answers you provide.
Every time you mention IT as a business department function please change the spelling of IT to "iT" as that is our brand.
Yuiry is the CEO Front Row Group Market Place (New York Office)
Please note "FR" typically stands for "Front Row" as an abbreviation to Front Row Group.
Remember:
If you want bread, reach out to IT.
They’ll:
Queue your request
Ask if you want to participate in the bread drop
Yup, bread is a thing—and it’s coordinated by iT. Only at Front Row.
If anyone has a broken Front Row Device, always direct them to Front Rows iT Team before any action is taken on thier end immediately.
All Neatbars in the San Diego office admin password is 123456 the web management log in user: admin password: 123456
iT’s SOP’s
Description: This is a Doc for ChatGPT’s Custom GPT’s Knowledge base
Enroll Macbook to Front Row Group’s ABM
Instructions:
NOTE: You will need an IPhone signed into an Apple Business Manager admin account.
Please reach out to help@frontrowgroup.com to request account info if you do not have an account provided by Front Row Group’s awesome iT team.
Instructions:
If you’re adding a Mac, plug the Mac into a power source so it doesn’t go to sleep during the process.
If the Mac is connecting to the internet using Ethernet, plug in all necessary cables and adapters.
Turn on the Mac.
Select the language in Setup Assistant, click Continue, then stop when you see the Country or Region pane.
Note: You must restart the Mac if you go past the Country or Region pane.
On your Iphone Please download and open “Apple Configurator” from the Appstore
Sign into the Iphone application using the credentials provided by iT
Bring your iPhone close to the Mac, then:
Scan the image that appears in Setup Assistant.
The serial number and other information about the Mac are uploaded to Apple Business Manager.
Once iT confirms they are in Apple Business Manager and confirmed from their end all looks good, then proceed with any Set Up Assistant steps left.
Once you are logged into the device you are ready to enroll the device to Mosyle!
Join a device to Mosyle MDM
Instructions:
🛠️ How to Install Mosyle MDM on a Front Row Group MacBook
✅ Step 1: Ensure macOS Is Up to Date
Click the Apple menu in the top-left corner of your screen.
Open System Settings.
Navigate to General Software Update.
If any updates are available, install them first. If not, you can proceed.
🌐 Step 2: Access the Mosyle Enrollment Link
Open Safari or your preferred web browser.
Visit the following link:
👉 https://join.mosyle.com/?account=fortressbrand
When prompted, click Allow to download the configuration profile.
📥 Step 3: Install the Configuration Profile
After the download completes, open the downloaded file (you’ll typically see a popup).
You’ll be prompted:
“Review the profile in System Settings if you want to install it.”
🖥️ Step 4: Locate the Profile in System Settings
Go back to System Settings.
Use the search bar to look for “Profiles” or scroll to Privacy & Security Profiles.
You should see a profile titled "Mosyle Corporation MDM".
Click on the Mosyle profile.
🔐 Step 5: Enroll Your Device
Review the profile details if you wish.
Click the Enroll button (bottom-left of the profile window).
Enter your MacBook password when prompted.
After confirming, the device will begin enrolling.
⏳ Step 6: Wait for Background Configuration
Leave the system idle for about 5 minutes.
You will see various profiles and settings being applied in the background.
Close the browser tab and any other Mosyle windows—you don’t need them anymore.
🔔 Step 7: Monitor for Notifications
You may receive Mosyle-related notifications in the top-right corner of your screen.
If prompted by macOS or Mosyle to allow permissions, click Allow.
🎉 You're Done!
Your Mac is now enrolled in the Mosyle MDM and configured for Front Row Group iT management. If anything seems off or doesn't install properly after 10 minutes, contact the iT team.
How to get admin password/privileges on Front Row Mac computers:
⚙️ Using Essential Functions of the Mosyle MDM on Your Front Row Group Mac
✅ Step 1: Check Your Profile Name
Open the Mosyle Self-Service app.
In the top bar or main screen, you should see your full name.
If it says Test Federated or anything incorrect, this is a placeholder and you should not proceed.
Contact iT immediately at:
📧 help@frontrowgroup.com
🧑💻 Step 2: Use Admin on Demand (Temporary Admin Rights)
Your local Mac account does not have admin rights by default. But you can temporarily become an admin:
Open the Mosyle Self-Service app.
In the sidebar, click Admin on Demand.
Click Request Admin Now, then click Continue.
You will immediately gain admin privileges for 5 minutes.
🔧 Use Cases for Admin Access:
Installing or updating apps manually (e.g., via the browser)
Uninstalling apps
Making certain changes in System Settings
Updating tools like Slack, which may require admin access every few weeks
📦 Step 3: Manage Apps Through Self-Service
The "Your Apps" section contains essential apps auto-installed by IT.
Scroll through the available apps.
You can uninstall any app locally if you no longer need it.
To reinstall:
Click the Reinstall button next to the app name.
The installation runs in the background and usually completes within a few seconds.
🔐 Step 4: Understand the New Login Flow
Front Row Group uses Google authentication for macOS login.
After Logging Out:
You'll see a custom Front Row login screen.
Click Sign in with Google.
Enter your Front Row Group email and password.
Complete 2-Step Verification on your phone.
🛫 Offline Situations:
If you're at an airport or on an airplane without internet, you will not be able to log in.
Plan ahead and remain logged in when traveling without Wi-Fi.
📌 Final Tips
Always keep your system connected to Wi-Fi when possible.
Use Admin on Demand wisely—5 minutes goes fast.
For help or unusual behavior, reach out to:
📧 help@frontrowgroup.com
🖥️ How to Submit an Equipment Request Form
Front Row Group – IT Equipment Request Process
Please be advised IT has Chargers, Cables, Mice, and Keyboards in stock in the MP office at all times. Please reach out to Help IT Helpdesk if you are in the office and need any of these items.
🔗 Form Link:
Equipment Request Form
🎯 IT Purchasing Scope
IT is authorized to purchase and fulfill the following equipment only:
Mice
Keyboards
Cables
Chargers
Monitors
All other equipment types fall outside IT's purchasing scope and must follow alternative approval and fulfillment paths.
💵 Spending Threshold
If any single item is $50 or more, the request must include approval from the requester's manager (written or email confirmation).
*Please note anything that falls out of our approved purchasing scope, needs to be processed through the manager of the employee requesting the item.
If you do not have a corporate card, please reach out to Jamie Merino, and she will assist you with getting what you need!
How to submit an onboarding request:
Front Row Group – New Hire & Access Provisioning Process
👥 Who Needs This Form?
You must submit this form any time you are onboarding:
A new employee (full-time or part-time)
A contractor or freelancer
A vendor who requires any form of Front Row Group system access
🔗 Access the Onboarding Form
📄 Front Row Group Onboarding Request Form
📅 When to Submit
Ideally, submit the form at least 5–7 business days (but the sooner the better) before the start date to ensure smooth onboarding and access provisioning.
❓ Questions or Concerns?
Reach out to:
HR for general onboarding and employment process questions
IT (help@frontrowgroup.com for questions about access, system setup, or equipment
How to Submit an Offboarding Request
Front Row Group – Offboarding Process for Departing Staff & Vendors
👥 Who Needs to Be Offboarded?
You must submit this form any time an individual is leaving Front Row Group and has had access to any internal systems or resources, including:
A full-time or part-time employee
A contractor or freelancer
A vendor or third-party user with system access
🔗 Access the Offboarding Form
📄 Front Row Group Offboarding Request Form
📅 When to Submit
Forms should be submitted at least 3–5 business days before the individual’s last day, whenever possible, to ensure proper access removal and asset collection.
❓ Questions or Concerns?
For offboarding logistics, contact:
HR for exit procedures and documentation
IT for access deactivation and hardware return
How to Request a New Distribution Group
Front Row Group – Email List / Distro Group Creation Process
📌 What Is a Distribution Group?
A Distribution Group (or Distro Group) is a shared email address that forwards incoming messages to a specific group of team members.
It’s commonly used for:
Departmental aliases (e.g., marketing@frontrowgroup.com)
Project-based teams
External communication channels
On-call rotation inboxes
🔗 Access the Distribution Group Request Form
📄 Distro Group Request Form (Google Form)
🧩 When to Use This Form
You're forming a new team or project.
You need an email alias for communication consistency.
You want to streamline messaging to a group of employees.
❓ Questions or Changes?
For help with creating, editing, or removing distro groups, contact:
📩 help@frontrowgroup.com
📺 Can’t Connect to the SmartTVs in the Meeting Rooms?
Here’s Why — and How to Fix It
❗ Why Is This Happening?
The most common cause is an outdated operating system (OS). SmartTV compatibility often requires your device to be on a current version of macOS or Windows. Older OS versions may cause compatibility failures when trying to connect wirelessly.
🔄 Keep Your OS Updated
To avoid connection issues:
Run software updates every Friday at end-of-day (EOD).
Updates may take over an hour depending on file size and connection speed.
Keep your laptop plugged into power during the update to avoid disruptions.
✅ Quick Workaround: Use Chrome for Screen Sharing
If you don’t have time to update immediately, you can still connect to SmartTVs using Google Chrome.
🖥️ How to Screen Share Using Google Chrome
Perfect for Meeting Room SmartTVs at Front Row Group
✅ Step 1: Make Sure Chrome Is Up to Date
Open Chrome.
Click the three dots (⋮) in the top-right corner.
Select Help About Google Chrome.
Chrome will automatically check for updates.
If an update is available, click “Relaunch” after it installs.
📺 Step 2: Connect to the SmartTV
In Chrome, open any tab (it doesn't need to be a specific website).
Click the three-dot menu (⋮) in the top-right corner again.
Select “Cast…” from the dropdown menu.
You will now see a list of available devices on the network (e.g., meeting room TVs).
🖼️ Step 3: Choose What to Share
Once you select a TV, you’ll see “Sources” at the bottom of the cast window. Click this to choose:
Cast tab – Share the current Chrome tab only.
Cast desktop – Share your entire screen (good for slides or multi-app demos).
Cast file – Stream a specific video or media file.
💡 Recommended: Use Cast desktop to show your full screen.
🔊 Step 4: Start Screen Sharing
Choose the correct source (tab or desktop).
Select the SmartTV you want to cast to.
You’ll be prompted to confirm screen sharing if casting your full desktop.
Once confirmed, you’re now sharing your screen to the room's display.
🛑 To Stop Casting:
Click the Cast icon in your Chrome toolbar (or use the three-dot menu again).
Select “Stop casting”.
🆘 Need Help?
If updating doesn’t resolve your issue or if screen sharing still fails:
📩 Email help@frontrowgroup.com and IT will assist you as soon as possible.
🔐 How to Fix FortiClient VPN Connection Issues
Front Row Group – VPN Setup & Troubleshooting Guide
❗ Common Issues:
If you're using FortiClient VPN and seeing either of the following screens, don’t panic:
Issue #1 – VPN stuck on “Connecting”
Issue #2 – VPN is “Not Configured”
👇 Follow the guide based on the screen you see:
🖼️ Issue #1: VPN Stuck on “Connecting”
Symptom: FortiClient appears to load endlessly without connecting.
✅ Step-by-Step Resolution
Close the VPN window completely to cancel the connection attempt.
Back on the main screen:
Click the three horizontal lines (☰) to the right of the dropdown labeled “FortressVPN”.
Click “Delete the selected connection”, and confirm by selecting “Yes.”
Now click “Configure VPN.”
🛠️ Input the Following VPN Details:
Click “Configure VPN.”
🛠️ Input the VPN Details Below:
Connection Name: FR-East-Office or FR-West-Office
Description: Front Row East Office or Front Row West Office
Remote Gateway: https://freastvpn1.fortressbrand.com or https://frwestvpn1.fortressbrand.com
✅ Be sure to check the following boxes:
☑️ Customize port
☑️ Enable Single Sign On (SSO) for VPN Tunnel
Click Save.
Press Connect.
You will be prompted to sign in via Google—enter your Front Row Group email and complete 2-Step Verification.
🎉 You should now be connected!
🖼️ Issue #2: VPN “Not Configured”
Symptom: You open FortiClient VPN and it shows no configuration at all.
✅ Step-by-Step Setup
Click “Configure VPN.”
🛠️ Input the VPN Details Below:
Connection Name: FR-East-Office or FR-West-Office
Description: Front Row East Office or Front Row West Office
Remote Gateway: https://freastvpn1.fortressbrand.com or https://frwestvpn1.fortressbrand.com
✅ Be sure to check the following boxes:
☑️ Customize port
☑️ Enable Single Sign On (SSO) for VPN Tunnel
Click Save.
Press Connect.
Sign in using your Front Row Google account.
🎉 Your VPN should now be working correctly.
💡 Still Stuck on “Connecting”?
If you’ve already configured the VPN and it still won’t connect, it’s likely due to corrupted saved credentials.
📺 You can follow the same steps outlined under Issue #1 to delete and reconfigure the VPN profile.
Or refer to the visual tutorial here:
👉 Watch Now
📩 Need Additional Help?
Email help@frontrowgroup.com and the IT team will get you back online quickly.
🛡️ What to Do When You Receive a Phishing Email
Front Row Group – Email Safety & Reporting Guidelines
📬 What Is a Phishing Email?
Phishing emails (or text messages) are fraudulent attempts to trick you into disclosing sensitive information or performing harmful actions—such as:
Providing your passwords or login credentials
Sharing credit card or banking information
Purchasing gift cards or paying fake invoices
Clicking malicious links or downloading infected files
🚨 Key Signs of a Phishing Attempt
Use this quick checklist to spot suspicious messages:
✅ What to Check
🧠 Why It Matters
Sender Email Address
Is it from a suspicious domain? E.g., @frontr0wgroup.com instead of @frontrowgroup.com.
Unexpected Attachments/Links
Avoid clicking until verified. Hover over links to preview the destination.
Urgent or Unusual Requests
Phrases like "urgent action needed" or "buy gift cards now" are red flags.
Spelling & Grammar Errors
Many phishing attempts have poorly written content.
Inconsistent Branding
Look for missing logos, incorrect footers, or odd formatting.
📤 What to Do If You Suspect Phishing
🚫 Don’t:
Click any links or attachments
Reply to the message
Attempt to fix or investigate on your own
✅ Do:
Forward the suspicious email directly to:
📩 help@frontrowgroup.com
Add a brief note if helpful, such as:
“Received this just now—looks sketchy.”
Your IT team will verify and take action quickly.
Remember: If you’re even 1% unsure, it’s always better to ask.
📨 How to Report Spam or Phishing in Gmail
🖱️ Step-by-Step:
Open the suspicious email in Gmail.
Click the three vertical dots (⋮) in the upper-right corner of the email message (next to the “Reply” button).
Select:
"Report phishing" – if the email is deceptive or trying to collect sensitive info.
"Report spam" – if the message is junk but not necessarily phishing.
Click “Report Phishing Message” when prompted to confirm.
✅ This helps Google block similar messages in the future, and it flags the message for your IT team if filters are synced.
🔒 Final Reminder
Your attention to these threats is essential to protecting both your data and Front Row Group’s systems.
If you ever feel unsure—don't act on the email, and just send it to:
📧 help@frontrowgroup.com
🛠️ How to Contact the IT Team
Front Row Group – IT Support Guidelines & Response Protocol
📬 Primary Method: Email Support
Send a message to:
📩 help@frontrowgroup.com
Include a clear description of the issue or request
Attach screenshots, error messages, or other helpful context
Your request will be triaged and addressed based on severity
🕒 SLA Notice:
Please allow up to 1 hour for an initial response before escalating.
All members of the IT team receive incoming tickets and will respond accordingly.
💬 Secondary Method: Slack Channel
Post your question in the Slack channel:
💬 #it-tech-help
Great for quick help or collaboration
One of our IT team members will respond as soon as they’re available
⚠️ Reminder: This is a public team channel with ~300 members—please avoid sharing passwords or sensitive data.
🎯 SLA & Escalation Protocol
Severity
First Response Target
Action
General Request
Within 1 hour
Wait for a response before escalating
High Urgency / Blocking
Immediate escalation
Contact Primary → Secondary → IT Lead
👨💻 Support Team Contacts
🥇 Primary IT Support
Anthony Raul Feliciano
📧 afeliciano@frontrowgroup.com
Slack: @Anthony Raul Feliciano
🥈 Secondary IT Support
Eero Nevaluoto
📧 enevaluoto@frontrowgroup.com
Slack: @Eero Nevaluoto
🚨 Escalation IT Lead
Tyler Whittall
📧 twhittall@frontrowgroup.com
Slack: @Tyler Whittall
📌 Summary
Method
Contact
Best Use Case
help@frontrowgroup.com
Detailed support issues, ticket tracking
Slack Channel
#it-tech-help
Quick help or live troubleshooting
Escalation
Contact Tyler after 1-hour SLA
Critical outages, no response received
How to Request a Special Order Device
Front Row Group – Hardware Procurement for Custom Devices
💻 What Qualifies as a Special Order?
You may request a special order device when your work requires equipment that is not part of Front Row Group’s pre-approved hardware list. This typically includes:
High-spec Apple laptops (e.g., MacBook Air 15.6in, 16GB RAM, 1TB SSD, Latest Apple Chip)
Advanced Windows laptops (e.g., Lenovo P16s 16in, 32GB RAM, 1TB SSD, Latest Intel Chip)
Any computing device exceeding the baseline configurations maintained by IT
These requests must be backed by a clear business need, such as performance-heavy tasks, specialized software, or compliance requirements.
🔗 Access the Special Request Form
📄 Front Row Group Special Order Hardware Request Form
(https://forms.gle/goMyFSZMUsqBTZCT9 )
📅 When to Submit
To avoid delays, submit the form at least 2–3 weeks before the device is needed. Special orders may require additional approval and vendor lead time.
🧾 What You'll Need
Be prepared to include:
Justification for the special request
The specific model/configuration needed
Project or business purpose it supports
Manager approval
❓ Questions or Concerns?
For help with special device orders, contact:
IT for hardware compatibility, ordering status, and technical questions
Finance/Procurement for budget impact and cost approval
💻 Who Can Request Software?
Any team member at Front Row Group who identifies a need for new software—whether for themselves, their team, or cross-functional work—can initiate a request. This applies to:
Full-time and part-time employees
Department leads seeking tools for their teams
Project managers with cross-functional needs
Technical staff identifying software dependencies
🛡️ Reminder: Front Row is an enterprise-focused organization. All software must support enterprise-level features, including SSO and compliance with internal security and data governance standards.
📄 How to Submit a Software Request
Complete the following form to begin the software evaluation and procurement process:
🔗 Front Row Group Software Request Form (Insert form link here)
📌 What Happens After Submission?
Once the form is submitted:
Departmental Alignment
Your request will be reviewed in partnership with your department lead to confirm the need, assess fit, and determine priority.
IT & Security Review
All software must support SSO and meet enterprise-grade security requirements. The IT team will evaluate the tool’s compatibility with internal infrastructure and policies.
Procurement & Licensing
If approved, Front Row's procurement process will manage licensing, vendor onboarding, and deployment planning.
📅 When to Submit
Please submit requests at least 2–3 weeks in advance of the desired implementation date. This allows time for evaluation, vendor coordination, and proper setup.
⏳ Requests tied to upcoming projects or campaigns should be flagged as time-sensitive in the form.
❓ Questions or Concerns?
Reach out to the following teams depending on your need:
IT & Security – For questions about technical requirements, SSO support, or security compliance
Department Leadership – For questions about prioritization or business alignment
Finance/Procurement – For licensing, contract terms, or approved vendors
How to Clear Google Cached Data
Front Row Group – Google Workspace Cache Reset Guidance
💾 What Is Google Cached Data?
Google cached data includes stored files, cookies, and temporary content used by your browser and Google Workspace apps (like Gmail, Drive, and Calendar) to speed up access. Over time, this cache may cause:
Sync issues with shared Drives or Docs
Login or SSO errors
Inconsistent display of updated content
Sluggish browser performance
🛠️ Clearing cache is a routine IT troubleshooting step and may be required when switching accounts, provisioning new software, or resolving access issues.
🧹 How to Clear Google Cache
Follow the steps below to clear Google-related cached data in Chrome:
Open Google Chrome
Click the three-dot menu (⋮) in the top right corner
Go to Settings → Privacy and security
Select Clear browsing data
Under the "Basic" tab:
Time range: All time
Check:
✔️ Cookies and other site data
✔️ Cached images and files
Click Clear data
Fully close and relaunch Chrome
🔁 Optional: Restart your device if issues persist or if SSO does not reinitialize correctly after cache clearance.
🧠 When Should You Do This?
Clear Google cache if you are:
Experiencing SSO login loops
Seeing outdated Drive or Calendar content
Switching between multiple Front Row accounts
Noticing general lag in Google Workspace apps
⏳ This process only takes a few minutes and may resolve many common browser-based errors.
❓ Questions or Concerns?
Contact the IT Helpdesk for support if:
You’re unsure which data to clear
You still experience issues after clearing cache
You’re working on a shared or managed device
How Often to Reboot Your Laptop
Front Row Group – Performance Hygiene for Company Devices
💻 Why Rebooting Matters
Regularly restarting your laptop is a simple but essential maintenance step. It helps:
Apply system and security updates properly
Refresh memory and clear temporary background processes
Improve overall speed, stability, and battery health
Resolve minor performance bugs or app glitches
🔐 Front Row Group devices often run enterprise-grade apps and background security processes. Rebooting helps ensure these systems stay synced, secure, and optimized.
🔁 Recommended Reboot Frequency
Reboot at least once every 3–5 business days.
This schedule ensures:
Regular system updates are applied (including silent security patches)
Memory-hogging background processes are cleared
Any lingering software conflicts are resolved
Apps like Slack, Zoom, and Chrome stay responsive and synced
🗓️ Tip: Get in the habit of rebooting at the start or end of the week to keep your system fresh.
🚫 What Happens If You Don’t Reboot?
Delaying reboots can lead to:
Slower system performance
SSO login issues or session conflicts
Failed software patches or update errors
High RAM/CPU usage over time
Sync errors with cloud-based tools like Drive, Notion, or Asana
✅ Best Practices
Fully shut down and restart — not just closing the lid or sleeping the laptop
Reboot after any major software install or update
Always reboot if prompted by IT or update notifications
When troubleshooting access or system lag, make rebooting your first step
❓ Questions or Concerns?
Reach out to IT Support if:
You’re unsure whether an issue requires a reboot
You’re experiencing persistent lag or application issues
You work on a shared or remotely managed device and want to confirm update status
🔧 Step-by-Step Setup
1. Install the Canon Printer Driver
Go to the official Canon driver site:
🔗 Canon PRO-1000 Driver Download
Download the latest version listed for your operating system
Locate the .pkg file once the download is complete
2. Request Temporary Admin Access
Open Self Service on your Mac
Request “Admin on Demand” access to proceed with installation
🛡️ Admin rights are required to run the printer installer package.
3. Run the Installer
Double-click the .pkg file to begin
Proceed through the installer by accepting all agreements
Select “Start Setup” when prompted
4. Connect Wirelessly
Choose “Wireless” as the connection type
Wait (this part takes time) while the installer downloads and configures necessary drivers
5. Add the Printer
When prompted, select “Add Printer”
This will open a new window labeled “Add Printer”
Choose “Canon PRO-1000 series”
Click “Add”
🧠 If redirected to a webpage with additional instructions, follow them to completion before proceeding.
6. Final Setup Steps
Return to the Canon setup window and click “Next”
A message may appear:
“You must install the Canon driver to use all of the functions available on this printer.”
Click “Next” again and continue setup
On the Software Installation List, click “Next”
Skip the User Registration window by selecting “Skip”
✅ You're Done!
The Canon PRO-1000 printer should now be fully installed and ready for use.
🖨️ Print test pages or documents to confirm setup.
❓ Questions or Issues?
If you encounter any issues during setup, reach out to:
IT Support – For admin access, driver issues, or wireless configuration
Office Manager (SD) – For physical access, toner, or hardware maintenance
How to Use the NY Office Printer – Brother iPrint&Scan
Front Row Group – Setup Guide for Brother MFC-L8900CDW Printer (NY Office)
🖨️ Who Needs This?
This guide is for any Front Row employee using the Brother MFC-L8900CDW printer at the New York office—whether printing from a Mac or Windows device.
🖥️ Mac Setup (Two Methods)
✅ Option 1: Use the iPrint&Scan App (Preferred for Scanning)
📍 Step 1: Launch iPrint&Scan
Open Spotlight Search (Cmd + Space)
Type “Brother iPrint&Scan” and open the app
🧰 The app is already installed through Mosyle Self Service on all Front Row Macs.
🌐 Step 2: Connect to the Printer
Click “Select your Machine” (bottom-right corner)
The app may fail to find the printer automatically
Click the gear icon (⚙) in the bottom-left
Enter the printer IP:
🔢 192.168.4.165
The printer should now be visible and ready for remote scanning
🖥️ Option 2: Add the Printer via Mac System Settings
🛠️ Step 1: Open Printer Settings
Go to System Settings → Printers & Scanners
Click the “+” icon to add a printer
🌐 Step 2: Connect Manually via IP
At the top of the window, click “IP”
Enter the printer’s IP address:
🔢 192.168.4.165
Set protocol to Line Printer Daemon – LPD
Fill in:
Name: Brother NY Office
Location: NY HQ – Printer Area
Use default driver or select Brother MFC-L8900CDW if listed
Click Add
🧩 If prompted, download additional printer drivers via System Settings or Self Service.
🖥️ Windows Setup
🔽 Step 1: Download iPrint&Scan
Go to the official Brother support site:
🔗 Brother iPrint&Scan for Windows
Select your Windows version
Confirm all required drivers are installed
Scroll to the “Utilities” section
Download and install Brother iPrint&Scan
🌐 Step 2: Connect to the Printer
Open the iPrint&Scan app
Click “Select your Machine” (bottom-right)
If no printers appear, select “Enter IP Address”
Enter the IP:
🔢 192.168.3.28
The printer will connect and scanning/printing should be enabled
🔒 Printer Admin Access
For advanced settings or admin login:
Admin Password: 55555555
🔐 Use only when required by IT or system prompts.
🖨️ How to Add a Printer on a Mac
Front Row Group – Manual Printer Setup via System Settings
🛠️ Step-by-Step: Add a Printer via System Settings
Open System Settings
Click the Apple menu () in the top-left corner
Select System Settings (or System Preferences on older macOS versions)
Navigate to Printers & Scanners
In the sidebar (or top bar), go to Printers & Scanners
Click the “+” Button
This will open the Add Printer window
macOS will search for nearby printers
If You See Your Printer Listed (e.g., Brother MFC or Canon PRO)
Select it
Click Add
If You Need to Add by IP (manual method)
At the top of the “Add Printer” window, click the “IP” tab
Enter the printer’s IP address:
Brother NY Printer: 192.168.4.165
Canon NY Printer: 192.168.3.28
Set:
Protocol: Line Printer Daemon – LPD
Name: Give it a helpful name (e.g., “NY Office Brother”)
Location: (Optional) e.g., “NY HQ Printer Station”
Choose the correct driver (if prompted):
Let macOS choose automatically, or select from the list if you know it
Click Add
🔧 Extra Tips
If you're prompted to download additional drivers, allow the download
If a printer doesn't show up, make sure you're connected to the Front Row Wi-Fi or VPN
For enterprise printers (Canon or Brother), you may need to install apps like Brother iPrint&Scan or Canon Driver Tools via Self Service
🖨️ How to Add a Printer on Windows
Front Row Group – Manual Printer Setup on Windows 10/11
🛠️ Step-by-Step: Add a Printer via Windows Settings
1. Open Printer Settings
Click the Start Menu
Open Settings → Devices → Printers & Scanners
Click “Add a printer or scanner”
2. Let Windows Search
Windows will attempt to find available printers
If your printer shows up (e.g., Canon PRO-1000 or Brother MFC-L8900CDW), select it and click Add Device
3. If Printer Is Not Found (Add Manually via IP)
Scroll down and click “The printer that I want isn’t listed”
Select “Add a printer using a TCP/IP address or hostname”
Click Next
4. Enter Printer Details
Device type: Autodetect
Hostname or IP address:
Brother Printer: 192.168.3.28
Canon Printer: 192.168.4.165
Uncheck “Query the printer...”
Click Next
🧠 Windows will search for the printer and may install the driver automatically. If not:
5. Install or Select Driver
Choose the correct manufacturer and model from the list
Or click Have Disk and use downloaded drivers from Brother or Canon websites
🔗 Brother Support Page
🔗 Canon PRO-1000 Setup
Follow on-screen instructions and click Next
🧾 Final Steps
Name the printer (e.g., “NY Office Brother”)
Choose whether to share the printer or set as default
Click Finish
✅ Print a test page to confirm the connection.
🔒 Printer Admin Access (If Needed)
Default admin password for Brother printer: 55555555
❓ Need Help?
Reach out to IT Support if:
You can’t locate the printer or IP
You get errors when installing drivers
You’re unsure which driver to choose
🔌 Where to Find Grab-and-Go Chargers
Front Row Group – NY Office Charging Station Location
⚡ Need a Charger?
If you're in the New York office and need to grab a temporary charger for your device, you're in luck — we've got a designated communal spot.
📍 Charger Location
You’ll find available chargers stored in a marble bowl placed on a black podium located:
Across the hall from Phone Booth #5
Between the Staten Island Meeting Room and the booth/bench seating area
🧭 Look for the marble bowl — it’s your visual cue.
🔋 What's Available?
The bowl is regularly stocked with universal charging cables and blocks for:
USB-C (MacBooks, Androids)
Lightning (iPhones, older iPads)
USB-A to micro-USB (legacy devices or peripherals)
🎯 Chargers are first-come, first-served. Please return them when you’re done using them to keep the pool available for everyone.
❓ Questions or Restocks?
For lost items, restocking requests, or equipment returns, contact:
IT Support or your Office Manager (NY)
🚫 Can't Open an App on Your Mac?
Front Row Group – Troubleshooting Application Access on macOS
🧩 What’s Happening?
If you're having trouble opening one or more applications on your Mac, it may be caused by:
Missing or corrupt permissions
Outdated software or OS version
Device management restrictions
Security or privacy settings
Installation errors or expired licenses
🛠️ What You Can Try First
Before reaching out, try these quick fixes:
Restart your Mac – A fresh reboot can resolve cached errors or stalled processes
Check System Updates – Go to System Settings → General → Software Update
Open from Applications folder – Try launching the app directly from Finder → Applications
Verify you have Admin access – Some apps require temporary elevation via Self Service → Admin On Demand
Confirm network connection – VPN or firewall settings may block cloud-based apps
🆘 Still Not Working?
If the issue persists, please reach out to the IT Helpdesk for support. We’ll help troubleshoot, reinstall the app, or escalate any system policy issues.
📧 Email: help@frontrowgroup.com
⏰ Available during standard business hours for real-time help.
🔄 How to Update Slack on Mac (Front Row Device)
Front Row Group – Slack Update Process on Managed Macs
🧭 When You'll Need This
If you're seeing the Slack Update Helper popup or notice Slack behaving oddly, you likely need to update the app manually. Here’s how to do it using admin-approved methods on your Front Row-managed Mac.
🛠️ Step-by-Step: Update Slack
1. Open Self Service
Launch the Self Service app (you can find it via Spotlight search Cmd + Space)
Navigate to the “Admin On-Demand” tab
2. Request Temporary Admin Access
Click “Request Admin Now”
Then click “Continue”
Wait for the notification:
✅ “Your user has been converted to Admin.”
3. Return to the Slack Update Helper
In the Slack Update Helper window, enter your:
Username (Full Name as shown on your Mac account)
Google Account password (used to log in to your device)
4. Manually Check for Slack Updates
On the top-left of your screen (next to the Apple logo), click “Slack”
From the dropdown menu, select “Check for Updates”
🔁 If you don’t see this option:
Select “Quit Slack” from the same menu
Or press Command + Q
Then reopen Slack and try Step 4 again
✅ You're Up to Date!
Once Slack updates and restarts, you’ll be running the latest version supported by our systems.
❓ Need Help?
Reach out to the IT Helpdesk if you:
Can’t access Self Service or Admin On-Demand
Don’t know your device password
Continue seeing update errors or popup loops
📧 Email: help@frontrowgroup.com
🌐 How to Access the San Diego Synology Servers
Front Row Group – SD Office Network Storage Access (Employees Only)
🧭 Who Can Access These?
This access is for Front Row Group employees who are authorized to work with content, backups, or resources stored on the San Diego Office Synology servers. If you're unsure whether you should have access, please check with your team lead or the IT department.
🗂️ Synology Server QuickConnect Links
Below are direct QuickConnect links to access each Synology server:
Server Name
Purpose
QuickConnect Link
TP Cloud
Project storage & general files
http://quickconnect.to/frwcloud
TP Video
Media assets & production files
http://quickconnect.to/frwvideo
TP Backup
Device & archive backups
http://quickconnect.to/frwcloudbackup
School House
IT training, SOPs, and legacy docs
http://quickconnect.to/itschoolhouse
🔐 You’ll be prompted to log in using your Front Row Synology credentials. This is separate from your Google Workspace login.
🔧 Tips for Best Performance
Use Chrome or Safari for best compatibility
For large transfers, consider mapping the Synology server as a network drive (contact IT for help)
Be on Front Row VPN if accessing remotely
❓ Need Help?
If you can’t connect or don’t know your login:
📧 Contact IT Support at help@frontrowgroup.com
Include:
The server you’re trying to access
Whether you’re in-office or remote
Any error messages or screenshots
🔗 How to Merge Two Asana Accounts
Front Row Group – Account Consolidation Process
✅ Why Merge Accounts?
Merging your Asana accounts is helpful if you:
Created separate accounts with different emails
Want to unify your tasks, projects, and workspace access
Are transitioning from a personal to a Front Row–managed email
🛡️ Merging is permanent. Once merged, your accounts cannot be separated again.
🧭 Step-by-Step: Merge Asana Accounts
1. Log Into Your Primary Asana Account
This should be the account you want to keep and consolidate everything into.
2. Open Account Settings
Click your profile photo (top-right corner)
Select “My Settings” from the dropdown
3. Go to the ‘Email Forwarding’ Tab
This tab allows you to manage multiple email addresses
Click “+ Add New Email”
4. Add the Secondary Email
Enter the email from the account you want to merge
Asana will send a verification email to that address
5. Verify the Merge
Log into your secondary email inbox
Click the verification link sent by Asana
You may be asked to log in again — use your main (primary) account credentials
6. Finalize
After verification, both email addresses will be associated with the same account
You can now log in using either email address
🔁 Once merged, all future access and notifications can be routed through the email of your choice.
🛠 Additional Notes for Front Row Employees
If you're using a personal email with Asana, please switch to your @frontrowgroup.com email for better integration with our org-wide workspaces
You’ll have improved access to shared projects, permissions, and SSO authentication
📥 This is especially important during onboarding or if you're taking on a project management role.
❓ Need Help?
If you're unsure which account to make your primary, or run into issues merging:
📧 Contact IT: help@frontrowgroup.com
💬 Or refer to the onboarding support contact listed in your welcome documentation
👤 How to Find Your Username on a Mac
Front Row Group – Identifying Your Mac Account Info
🧠 What’s the Difference?
Your Mac user name and account name can be different:
User Name (Display Name): What you see when logging in
Account Name (Short Name): The system-level ID used by macOS to track your files and settings
🛡️ The account name is permanent and tied to your system. If mismatched or incorrect, contact IT for assistance during rollout support.
🔍 Step-by-Step: Find Your User Name
Option 1: Use System Settings
Open System Settings (or System Preferences on older versions)
Navigate to Users & Groups
Your user name will be listed on the left sidebar (under your avatar)
🏠 Step-by-Step: Find Your Account Name (Short Name)
Open a Finder window
From the top menu bar, select Go → Home
Look at the top of the Finder window
You’ll see a house icon 🏠 with your account name next to it
✏️ Example: If the name is “jsmith”, that’s your account name.
⚠️ Important Notes for Front Row Devices
If your user name and account name do not match (e.g., “Jane Smith” vs. “jane123”), this may cause issues with authentication, updates, or access to services like Slack or VPN
This is especially critical during device rollout or onboarding configuration
🆘 Need Help?
If your names are mismatched or you’re unsure which to use:
📧 Email IT: help@frontrowgroup.com
📅 We’ll schedule a review session to align your user and system identity for a smooth rollout experience.
🎹 How to Swap Ctrl and Fn Keys on Lenovo Laptops
Front Row Group – Lenovo Keyboard Customization Guide
🔄 Why Switch Ctrl and Fn?
By default, Lenovo places the Fn (Function) key where most users expect the Ctrl key. If you're more familiar with standard layouts (like Mac or Dell), you may want to swap their functions for muscle memory and productivity.
🛠️ Step-by-Step: Swap Ctrl and Fn Using Lenovo Keyboard Manager
✅ Option 1: Open via F11 (Quick Access)
Press the F11 key while on the desktop
If your system supports this shortcut, the Lenovo Keyboard Manager will open directly
Proceed to the swap instructions below
🔍 Option 2: Open Through Control Panel
Open the Start Menu and search for Control Panel
Change the view in the top-right to “Small Icons” or “Large Icons”
Search or scroll to find and select Lenovo – Keyboard Manager
🧭 Swap the Keys
In the Keyboard Manager app, find the tab labeled:
“Fn key and Ctrl key swap”
Toggle the swap setting to:
On – To make the Fn key behave like Ctrl, and vice versa
Off – To revert to the default Lenovo layout
Click Close
✅ The change takes effect immediately. No reboot required.
❓ Can’t Find the Keyboard Manager?
If you don’t see Lenovo Keyboard Manager in Control Panel:
Make sure your Lenovo device has the Lenovo Utility or Lenovo Vantage software installed
Reach out to IT Support if you need installation or access assistance
🆘 Need Help?
For Lenovo-specific layout changes, BIOS-level swaps, or if the utility is missing:
📧 Contact IT: help@frontrowgroup.com
📥 Fixing Gmail Emails Misclassified to “Updates”
Front Row Group – Inbox Configuration & Troubleshooting Guide
🧩 What’s Going On?
If important emails are landing in the “Updates” tab instead of your Primary Inbox, this is often due to:
Gmail filters applying unwanted labels
Inbox category settings prioritizing Updates
Notification preferences not flagging new arrivals
📌 This is common with automated systems like Asana, Notion, or calendar invites. But the good news—it’s fixable.
🛠️ Step-by-Step: How to Fix It
✅ 1. Check for Filters
Open Gmail
Click the gear icon → See all settings
Go to the “Filters and Blocked Addresses” tab
Look for any filters that:
Apply the “Updates” label
Archive or skip the Inbox
Click Delete next to any filter that might be redirecting emails incorrectly
Click Save Changes
✅ 2. Disable the “Updates” Inbox Category
In Gmail, click the gear icon → See all settings
Go to the “Inbox” tab
Under Inbox type, select “Default”
Click Customize
Uncheck the “Updates” category
Click Save Changes
💡 This will route all emails (previously under Updates) into your Primary tab.
✅ 3. (Optional) Adjust Notifications for Updates
If you prefer to keep the Updates tab but want to receive alerts:
Go to Settings → See all settings → General
Scroll to Desktop Notifications
Select “Notify for every message” or configure specific notification rules via your browser or mobile app
📚 Learn More
You can also refer to Google’s article on category-based inboxes:
🔗 Google Inbox Categories – Support Guide
🆘 Need Help?
If emails are still being misrouted or you use Gmail filters as part of a custom workflow:
📧 Contact IT Support at help@frontrowgroup.com
We'll help identify misconfigurations and ensure your inbox works as intended.
🗂️ How to Automatically Filter Emails in Gmail (Skip Inbox)
Front Row Group – Gmail Inbox Management & Label Automation
🔄 Why Use Filters?
Creating filters in Gmail helps you:
Declutter your inbox
Route automated emails, reports, or newsletters into folders
Stay focused on priority messages
Automate workflows (e.g., categorize billing emails, tools notifications, etc.)
🧠 This is great for emails from apps like Asana, Notion, Google Forms, or vendor systems that you want to reference but not act on immediately.
🛠️ Step-by-Step: Create an Automated Gmail Filter
✅ 1. Open Gmail and Start a Filter
Click the search bar dropdown icon (🔍) at the top
In the search form, fill in any filter criteria:
From (e.g., no-reply@asana.com)
Subject (e.g., “Daily Digest”)
Has the words, etc.
Then click “Create filter” at the bottom of the search window.
✅ 2. Configure Filter Settings
In the next window, check the following options:
✔ Skip the Inbox (Archive it)
✔ Apply the label: (Choose existing or click “New label…” to create one)
Example: Asana Reports, Billing Receipts, or HR Updates
📥 You can also check “Mark as read” or “Never mark as important” depending on your preferences.
Click “Create filter” to activate it.
✅ 3. Apply It to Existing Emails (Optional)
Before clicking Create filter, you can check:
✔ “Also apply filter to matching conversations”
This moves existing emails that meet the criteria to the chosen label too.
📁 Pro Tips
Use consistent naming for labels (e.g., “Ops - Vendors”, “HR - Benefits”)
Combine filters with Gmail’s colored labels for visual organization
Review filters regularly under Settings → Filters and Blocked Addresses
❓ Need Help?
If you're unsure about using advanced filters or automating inbox triage:
📧 Reach out to IT Support at help@frontrowgroup.com
We'll help build filter templates or troubleshoot routing issues.
🚨 Text Messages Are Not Secure!
Front Row Group – Smishing Awareness & Secure Communication Reminder
📱 What Is Smishing?
Smishing is a form of phishing conducted through SMS (text messages). These messages often appear to come from:
Colleagues or partners
Company vendors or support teams
Executive Team members
They may include:
Malicious links
Urgent requests for money, gift cards, or login credentials
Prompts for sensitive personal or financial information
🔐 Treat text messages as inherently insecure—especially if they seem unexpected, urgent, or “off.”
🧭 What Should You Do?
✅ Do:
Always verify suspicious texts via Slack, Zoom, or official email
Be wary of spoofed numbers—a familiar name doesn’t mean it’s a real message
Use common sense: executives will never ask you for money or gift card codes via SMS
❌ Don’t:
Click links in unexpected text messages
Respond to unknown numbers claiming to be from leadership
Share company or personal information over text
🎓 Stay Cyber Aware
Smishing, spear phishing, and other social engineering tactics are covered in our required Cyber Security Training.
📚 Log in here to stay educated and protected:
🔗 Cyber Security Training Portal
❗ Note: This training is not applicable to the fronrowgroup.de domain team.
🆘 Need Help?
If you suspect a message may be malicious or you're unsure how to verify it:
📧 Contact IT / Information Security at help@frontrowgroup.com
🔐 We’ll assist with verifying communications, reporting threats, or accessing your training portal
🛡️ Security is a shared responsibility. Stay alert. Stay informed. Do your part.
📁 Store Shared Files in the Company Drive
Front Row Group – File Ownership & Collaboration Best Practices
📌 Why This Matters
This is a friendly reminder that any files shared across departments or with clients on behalf of Front Row Group should be stored in the Company Drives:
✅ FR East
✅ FR West
🚫 Please avoid using your personal Google Drive for collaborative or client-facing files.
🧠 Why Use the Company Drive?
Storing work in the Company Drive ensures:
✅ Proper file ownership under the company domain
✅ Team-wide accessibility (no need to manually share)
✅ Backups and compliance with Front Row’s internal data policies
✅ Seamless access during transitions, PTO coverage, or role changes
📦 What to Do
If you have content currently stored in your personal Drive (e.g., under your @frontrowgroup.com account) that:
Is being used cross-functionally
Is part of a client deliverable
Is referenced in team projects or ops workflows
👉 Please move it to the appropriate Company Drive folder today.
🆘 Need Help?
For assistance with:
File migration
Organizing shared folders
Managing access permissions
📧 Reach out to IT Support at help@frontrowgroup.com
🙌 Thank You
Your attention to this helps keep our content:
Organized
Secure
Accessible to everyone who needs it
Let’s continue working smarter—together.
🚫 Personal Accounts Must Not Be Used for Company Data
Front Row Group – Data Ownership & Access Policy
🔐 Policy Summary
To maintain security, compliance, and accountability, storing any company data in personal accounts is strictly prohibited.
All work-related content must be created, accessed, and stored exclusively through your @frontrowgroup.com account.
🛡️ This policy protects both you and the company by ensuring controlled access, proper file ownership, and data continuity.
📂 What’s Covered?
This policy applies to all types of company data, including:
Documents, presentations, and spreadsheets
Client communications and deliverables
Reports, analyses, and internal memos
Design files, assets, or creative work
Login credentials, contracts, and legal documents
📌 No Front Row data should live in a personal Google Drive, Dropbox, iCloud, or any non-company workspace—even temporarily.
✅ All Data Must Live in:
Your @frontrowgroup.com Google Workspace account
FR East / FR West Shared Drives
Company-managed platforms like Slack, Asana, Notion, etc.
⚠️ Why It Matters
Using personal accounts introduces serious risks:
❌ Data loss during offboarding
❌ Unauthorized access or sharing
❌ Inability to retrieve or audit company files
❌ Violations of client contracts and compliance requirements
🆘 Need Help Moving Files?
If you have existing work stored in a personal account:
📧 Contact IT Support at help@frontrowgroup.com
We’ll help with safe migration and permissions setup.
🧭 Final Note
Always operate with your company account as your single source of truth. This is not just best practice—it’s policy.
🔍 Device Privacy & Data Access at Front Row
Front Row Group – Transparency in IT Access & Security Controls
🛡️ No Spyware. No Surveillance.
At Front Row Group, your privacy matters.
We want to be transparent: our company policy does not include the use of any spyware, monitoring software, or background surveillance tools on company-issued devices.
👁️🗨️ We do not monitor user activity, screen content, or personal browsing behavior.
🗂️ What Access IT Does Have — and Why
While we do not surveil activity, Front Row IT retains administrative access to company systems to ensure:
🔁 Business continuity
🔍 Security oversight
🧯 Disaster recovery
This includes access to:
Google Drive (company files and shared content)
Gmail (Front Row Group email accounts)
Other tools tied to your @frontrowgroup.com credentials (Slack, Notion, Asana, etc.)
🔐 Why This Access Is Essential in a Secure Work Environment
Data Recovery
If an employee is out, offboarded, or facing a device failure, IT must be able to retrieve files or communications critical to client work or business operations.
Access Revocation
In the event of a security risk, data breach, or offboarding, IT must ensure timely removal of access to protect company and client assets.
Legal and Compliance Obligations
Front Row supports regulated clients and internal audits. Administrative access enables secure data retention and legal hold compliance.
Incident Response
If a device is lost, stolen, or compromised, IT must be able to remotely secure, wipe, or audit data to contain threats and prevent exposure.
Shared Responsibility
Many projects span departments. Administrative visibility ensures that no critical work is locked behind a single account.
✅ What This Doesn't Mean
We don’t read personal communications
We don’t monitor your screen or device usage
We don’t collect keystrokes, webcams, or private files on personal storage
🔐 We only access systems as needed to support secure, collaborative, and compliant operations.
🆘 Questions or Concerns?
We encourage transparency. If you have questions about data access, offboarding procedures, or device controls:
📧 Contact IT Security & Compliance at help@frontrowgroup.com
🛡️ How IT Keeps Front Row Devices Secure
Front Row Group – Device Policies, MDM Tools & Endpoint Protection
🧠 Why Device Security Matters
At Front Row Group, every laptop, tablet, and mobile device used for work is a potential gateway to sensitive client data, proprietary strategy, and internal communications. To protect the company—and you—we enforce a consistent device security policy across macOS and Windows environments.
🔐 Our goal is simple: ensure devices stay secure, up-to-date, and recoverable—without interrupting your work.
🍏 For Mac Devices: Mosyle MDM
We use Mosyle Mobile Device Management (MDM) to manage and secure all company-issued Apple devices.
What Mosyle Does:
✅ Ensures encryption, firewall, and password settings are enabled
✅ Installs approved software like Slack, Zoom, and VPN tools via Self Service
✅ Pushes important OS updates and security patches
✅ Allows IT to remotely lock, wipe, or recover lost or stolen Macs
✅ Helps troubleshoot issues without invading your privacy
📦 Think of Mosyle as a secure pipeline that delivers apps, updates, and policies without needing hands-on access.
🪟 For Windows Devices: Microsoft Intune
For Windows machines, we rely on Microsoft Intune, a powerful enterprise-grade endpoint management tool.
What Intune Provides:
✅ Enforces device encryption, strong passwords, and anti-virus compliance
✅ Automates software deployment and Windows updates
✅ Ensures company data is protected, even if accessed remotely
✅ Allows IT to remotely lock or wipe devices if compromised
✅ Integrates with Azure Active Directory and SSO to secure access across systems
💼 Intune keeps your Windows device work-ready and compliant without interrupting your workflow.
🔍 Transparency & Trust
Here’s what these tools do NOT do:
❌ They do not track your screen or activity
❌ They do not record private browsing
❌ They do not access personal apps or files
🎯 Their role is to ensure secure, compliant, and reliable access to company systems.
✅ What You Can Do
Use your company-assigned device for all work-related tasks
Keep Self Service (Mac) and Company Portal (Windows) installed
Reach out to IT before installing unapproved software
Report suspicious activity or lost devices immediately
🆘 Questions or Device Issues?
Need help with a device, settings, or software installation?
📧 Contact IT Support at help@frontrowgroup.com
We'll keep your tools secure—and your work uninterrupted.
ChatGPT said:
Here’s a comprehensive, executive-level overview of how Front Row Group maintains a strong IT and security posture, formatted in your preferred internal style and including both strategic controls and operational realities of the IT team’s efforts:
🔐 How Secure Is Front Row Group?
An Inside Look at Our IT & Security Practices
🛡️ Our Security Posture: Proactive, Layered, and Evolving
Front Row Group takes a zero-compromise approach to security. We operate in a client-facing, compliance-conscious environment where digital trust and data protection are mission-critical.
Our IT and Information Security posture is built on multi-layered protection, real-time monitoring, centralized control, and user education. But maintaining that security is also a constant, high-effort, behind-the-scenes operation involving:
Endpoint management
Access control
Data loss prevention
Threat response
User compliance
🧠 Security isn’t just software. It’s a sustained process, powered by people, tools, and continuous review.
🔧 Core Practices & Tools That Keep Front Row Secure
1. Device Management & Policy Enforcement
Mosyle MDM on Macs and Microsoft Intune on Windows ensure:
✅ Device encryption
✅ Secure passwords and screen locks
✅ Remote wipe/lock for lost devices
✅ Verified app installs via Self Service / Company Portal
Device policies are deployed org-wide, ensuring all machines meet compliance requirements regardless of user location.
🎯 This requires ongoing testing, policy updates, and helpdesk triage—weekly.
2. Google Workspace Security Controls
Enforced use of @frontrowgroup.com for all company data
SSO (Single Sign-On) required for integrated services
Google Drive sharing restrictions to prevent accidental leaks
Company Drives (FR East, FR West) centralize permissions and ownership
Gmail protections like SPF, DKIM, DMARC, and 2FA enforcement
📁 IT regularly audits file ownership and email routing patterns for risk.
3. Access Control & Role-Based Permissions
Principle of Least Privilege (PoLP) ensures users only access what’s necessary
Shared accounts are avoided—everything is user-authenticated
Admin access is granted only temporarily and logged
Offboarding includes revocation of all account access, device lockout, and file migration
🧾 This requires coordination with HR, department leads, and legal when applicable.
4. Cybersecurity Training & User Awareness
Ongoing phishing simulations and threat recognition campaigns
Required completion of PII Protect training modules
Guidance on risks like smishing, spear phishing, and unauthorized sharing
Public IT documentation on suspicious message handling and app hygiene
💬 User education isn’t a one-time task—it’s a cultural priority.
5. Threat Monitoring & Incident Response
Real-time alerts from MDM, Intune, Gmail, and Google Admin
Suspicious logins or file access reviewed by the IT team
VPN activity and geolocation anomalies flagged
IT has the ability to lock or quarantine devices if needed
🧯 Incident response requires fast judgment calls, cross-department communication, and log analysis under pressure.
6. Data Recovery & Continuity
Company Drive architecture ensures files remain available after offboarding or role changes
IT retains backup access to Gmail, Drive, Asana, Notion, and Slack data
IT can recover documents or audit activity on a timeline if requested by Legal, HR, or leadership
🔁 Data recovery processes must be repeatable, auditable, and quick.
7. IT Workload: High Volume, High Trust
Behind the scenes, the IT team is responsible for:
Managing dozens of device deployments per month
Handling hundreds of access and permission tickets
Monitoring 24/7 system alerts and Google Admin logs
Conducting internal audits, onboarding reviews, and compliance support
Building and maintaining internal knowledge systems (like this)
⏳ Each secure experience you have—just logging in, accessing files, collaborating—is the result of continuous IT work.
✅ Bottom Line: Are We Safe?
Yes, Front Row Group is secure, but security is a living system.
Thanks to a combination of:
Enterprise-level tools
Thoughtful process design
A hardworking IT team
And an aware user base (that’s you!)
…we maintain strong defenses without compromising productivity.
🧭 What You Can Do
Use only your Front Row account for work
Keep files in Company Drives
Complete security training on time
Report suspicious messages to help@frontrowgroup.com
Reach out before installing new tools or workflows
🔄 Important: Sync Your Files with Google Drive
Front Row Group – Mandatory Cloud Backup Policy
🛡️ Why This Matters
To protect your work and maintain secure, recoverable data across all Front Row Group–issued devices, it is mandatory that all employees install and use the Google Drive for Desktop application.
This ensures:
✅ Automatic file backup to the cloud
✅ Secure access from any device, anywhere
✅ Protection against loss due to theft, damage, or hardware failure
✅ Compliance with Front Row’s domain-level data policies
⚠️ Immediate Action Required
If your company device is not currently syncing with Google Drive, please take action immediately using the setup instructions below.
🛠️ How to Set Up Google Drive for Desktop
1. Download the App
🔗 Download Google Drive for Desktop
Under “For Individuals”, click “Download Drive for desktop”
2. Install the Application
Windows: Open the .exe file
Mac: Open the .dmg file
Follow the on-screen instructions to install
3. Sign In to Google Drive
Launch the Google Drive desktop app
Sign in using your @frontrowgroup.com Google Workspace account
4. Select Sync Preferences
Choose one of the following sync modes:
🔄 Mirror files:
Stores all Drive files both locally and in the cloud
☁️ Stream files (Recommended):
Files live in the cloud but appear on your computer—saves storage
Then select the local folders you want to sync:
✔ Desktop
✔ Documents
✔ Downloads
5. Verify Your Sync is Active
Once set up:
A Google Drive folder will appear in your File Explorer (Windows) or Finder (Mac)
Files saved in selected folders will automatically upload to Google Drive
You’ll see sync indicators (checkmarks) confirming successful uploads
🧭 Need Help?
If you experience issues installing or syncing:
📧 Contact IT Support at help@frontrowgroup.com
We’ll ensure your device is backed up and policy-compliant.
🧠 Reminder
Un-synced devices risk permanent data loss, lack of backup, and violate Front Row’s information security protocols. Please take action today to protect your work and our shared resources.
🍎 Reminder: Do Not Use Personal Apple IDs on Company Devices
Front Row Group – Device Compliance & MDM Integrity Policy
🔐 Why This Matters
As communicated by IT at the beginning of the year, personal Apple IDs must not be used on company-issued devices—especially those managed through our Mobile Device Management (MDM) platform, Mosyle.
Connecting a personal Apple ID can create system-level conflicts that disrupt both your workflow and our device security protocols.
⚠️ Risks of Linking a Personal Apple ID
When a personal Apple ID is used on a company-managed Mac or iOS device, it may lead to:
❌ Device lockouts
❌ Unintended iCloud syncing or backups of personal apps and data
❌ Conflicts with Mosyle’s remote management tools
❌ Extended downtime and IT troubleshooting
🧠 Apple’s native security protections may treat MDM configurations as intrusive if a personal ID is present—leading to restrictions that even IT cannot override.
📣 Policy Recap
Back in January, IT issued a company-wide directive asking all team members to:
Refrain from using personal Apple IDs on any Front Row–issued devices
Operate entirely within Google Workspace and company-approved cloud apps
If you're now experiencing a lockout, it is most likely due to this Apple ID conflict.
✅ Required Actions (Effective Immediately)
To ensure compliance and avoid further device issues:
🚫 Do not sign into or associate any personal Apple ID with a company laptop or iOS device
✅ Use only Google Workspace tools for document storage, email, and app access
☁️ Back up local files using the Google Drive desktop app (see Drive Sync Guide)
🆘 Need Help?
If your device is locked or you need assistance removing an Apple ID:
📧 Email IT Support at help@frontrowgroup.com
💬 Or message us in #it-tech-help on Slack
🙏 Thank You
Your compliance helps keep Front Row systems secure, recoverable, and fully operational across the organization.
Let’s continue working efficiently and securely—together.
🌍 How to Share Files with EU or US Employees
Front Row Group – Cross-Region File Sharing Guide
📂 From Google Workspace (Google Drive)
✅ Step 1: Share the File or Folder
Open Google Drive
Right-click on the file or folder you want to share
Select “Share”
In the “Invite people” field, enter the appropriate Google Group email:
🇪🇺 EU Colleagues: frontroweurope@frontrowgroup.de
🇺🇸 US Colleagues: us-eu-fileshare@frontrowgroup.com
🧩 BIA Colleagues: us-eu-fileshare@buildinamsterdam.com
Choose the permission level:
Viewer – Can view only
Commenter – Can comment but not edit
Editor – Can fully edit the content
Click Send
🔍 Step 2: Access Shared Files via Group
Group members can find files shared with them in their Google Drive under the “Shared with me” section
Files can be added to “My Drive” for easier access
🗃️ From Microsoft Office 365 (SharePoint / OneDrive)
✅ Step 1: Share the File
Navigate to the file in OneDrive or SharePoint
Click “Share” or “Manage Access”
In the recipient field, enter the appropriate Microsoft 365 Group email:
🇪🇺 EU Colleagues: all@frontrowgroup.de
🇺🇸 US Colleagues: Share with “Front Row Wiki Access” group
Assign the permission level:
View – Read-only
Edit – Can modify content
Full Control – Can manage permissions
🔍 Step 2: Access Files via Microsoft Groups
Shared files will be accessible via SharePoint or OneDrive, depending on where they were shared
Group members can find files directly in the Microsoft Group workspace or shared libraries
✅ Best Practices
Always double-check the group email address before sending
Use Editor access only when collaboration is necessary
For sensitive documents, consider adding a brief note explaining the context of the share
🆘 Need Help?
If you’re unsure which group to use or run into permission errors:
📧 Contact IT Support at help@frontrowgroup.com
Or message us in the #it-tech-help Slack channel
📆 How to Share Your Google Calendar
Front Row Group – Calendar Visibility & Scheduling Collaboration Guide
🧭 Why Share Your Calendar?
Sharing your Google Calendar helps teams:
Coordinate meetings more efficiently
Improve visibility across time zones and departments
Avoid scheduling conflicts
Collaborate with clients or partners seamlessly
👥 Sharing with Specific People or Groups
Go to calendar.google.com on your computer
On the left under “My calendars,” hover over the calendar you want to share
Click the three-dot icon → “Settings and sharing”
Scroll to “Share with specific people or groups”
Click “Add people”
Enter the email address(es) of individuals or Google Groups
🔐 Choose Permission Level:
See only free/busy (hide details): Great for availability checks
See all event details: Allows full visibility without edit access
Make changes to events: Enables collaborators to edit existing events
Make changes and manage sharing: Grants full control (use with caution)
Click Send to apply sharing settings
🌍 Making Your Calendar Public (Optional & Caution Advised)
Only use this setting if you're intentionally sharing your calendar externally (e.g., public events):
Follow steps 1–3 above
Under “Access permissions for events,” check “Make available to public”
Choose visibility:
See only free/busy
See all event details
You’ll receive a shareable link or embed code if needed
⚠️ Public calendars can be viewed by anyone on the internet. Use only when appropriate.
📱 Mobile Limitation
Google Calendar mobile apps do not support calendar sharing settings.
Use a web browser on desktop or enable desktop mode on mobile to access full sharing options.
💡 Pro Tips
Create separate calendars for different roles or contexts (e.g., Work, Team Projects, Personal)
Use “See only free/busy” for privacy while still enabling availability checks
Use the “Find a Time” or “Appointment Slots” features for efficient scheduling with teammates
🆘 Need Help?
If you're unsure about the right permissions or need help sharing with a specific group:
📧 Contact IT Support at help@frontrowgroup.com
💬 Or message us in #it-tech-help on Slack
📝 Front Row Group – Information Security & Scope of Services Overview for Coty
SP-1. Scope of Services Provided to Coty
Front Row Group will provide Direct-to-Consumer (DTC) marketing and content creation services to Rimmel London, a Coty-owned brand.
SP-2. Cybersecurity Program Overview
Front Row Group’s cybersecurity program is built to protect confidentiality, integrity, and availability of all organizational data. The program supports:
Regulatory compliance
IT risk reduction
Protection of sensitive data
Business continuity
Key Components Include:
Policy Framework: 14 core policies covering data classification, access control, identity management, incident response, vendor management, and BCDR
Risk Management: Annual risk assessments (most recent recorded 64 events, 0 critical/high, 7 moderate)
Security Controls: Fortinet firewalls, secure Google Drive storage, CRM systems, tested disaster recovery plans
Training: Quarterly cybersecurity training covering phishing, smishing, and secure communication
Future Enhancements: Re-evaluation of access controls and ongoing updates to address emerging threats
SP-3. Security Controls in Place
Front Row Group maintains robust internal security measures, including:
Documented policies and guidelines
Internal and third-party audits
Ongoing risk assessments
Secure HR and onboarding processes
Incident response procedures
Change management practices
Formal Disaster Recovery Plan
SP-4. Data Segregation for Coty
Yes. Data segregation is enforced via Front Row’s Data Classification Policy, distinguishing Public vs. Non-Public Information, with role-based access control and regular classification reviews.
SP-5. Deletion of Personal Data
Yes. Data is deleted when no longer needed for business or regulatory purposes.
Archived after 2 years
Deleted after 7 years
Enforced through documented lifecycle and BCDR policies
SP-5a. Employee Access to Coty Data
Access is restricted using:
Least privilege principle
Role- and time-bound access controls
Two-factor authentication on key systems
Logged and monitored access with regular reviews
Onboarding and offboarding procedures
SP-6. Security Awareness Training
Mandatory for all users
Annual recertification required
Quarterly updates sent to reinforce awareness
Simulated phishing exercises conducted
New hires included during onboarding
IA-1. Information Security & Privacy Policies
Front Row Group maintains internal documentation covering:
Classification and access control
HR and physical security
Incident response and compliance
Data retention and destruction
IA-1b: Supporting documentation – Not provided in this submission
IA-2. Disaster Recovery Plan
Yes – A formal, tested, and maintained BCDR plan is in place.
TP-1. Vendor Risk Management
Front Row maintains a structured Vendor Risk Management Program, requiring:
Pre-engagement security reviews
Contractual data protection clauses
Subcontractor compliance
Periodic reassessments
Incident notification and cooperation
Security questionnaires and documentation
TP-2–TP-4. Third-Party Relationships
All third-party contracts include enforceable security requirements
No subcontractors or partners used for Coty services
Cloud providers: Google & Microsoft
No access to Coty production systems
Security incidents: None reported in the last 24 months
TP-4. Security Incident Response Process
Structured and documented process includes:
Detection
Assessment
Containment
Investigation
Eradication & Recovery
Notification
Documentation
Post-incident review
NS-1 to NS-6b. Network & Endpoint Security
Written network guidelines
Fortinet firewalls
Encrypted internal traffic
Active monitoring (real-time + quarterly review)
VPN with MFA
Endpoint security and disk encryption across devices
SIEM logging and review in place
SS-1 to SS-3b. Server & System Security
Consistent OS patching via automated tools
Security logging and log retention
SIEM integration for event management
DS-1 to DS-4. Device Security
Malware protection with scans and allowlisting
Desktop and laptop event logging
Full disk encryption (Mac, Fortinet, Microsoft)
Encrypted mobile device sync for confidential data
TS-1 to TS-2. Penetration Testing
Most recent penetration test: May 7, 2025
Vendor: Pentest-Tools
Findings: 0 critical, high, or medium issues
All findings (if any) remediated
WS-1. Web Applications
No services provided to Coty include web application development.
SI-1. Security Incidents
Front Row Group has not experienced any cybersecurity events in the last 24 months.
🎥 Zoom Room 101: How to Use Front Row’s Conference Room Technology
Front Row Group – Internal Collaboration & Meeting Room Guide
📡 Screen Sharing in a Zoom Room
There are multiple ways to share your screen or content in a Zoom Room—wirelessly, using proximity detection, entering a sharing key, or using a browser.
✅ Method 1: Proximity-Based Direct Share (Recommended)
If proximity detection is enabled:
Open your laptop near the Zoom Room
Click “Share Screen” in the Zoom desktop app
Zoom will detect the room and auto-share (no key or ID required)
Audio will be auto-muted on your laptop to avoid echo
🎯 Proximity detection uses ultrasonic sound from the Zoom controller and your device's microphone.
✅ Method 2: Share Using Zoom Room Controller
Start or join a meeting using the Zoom Room controller
Tap “Share Content”
Choose from the following options:
Desktop: Use the Zoom app or browser
iPhone/iPad: Uses Apple’s screen mirroring
Camera: Use a second camera for content display
Your shared content will appear on the room’s display
✅ Method 3: Manual Entry via Sharing Key or Meeting ID
Tap “Share Content” on the Zoom Room controller
A screen will show a Sharing Key and Meeting ID
Enter this info into your device’s Zoom client or go to share.zoom.us
Select what to share and click Share
🖥️ Zoom Room Basics
When entering a Zoom Room:
If the system is idle, you’ll see the Zoom Room Home Screen
You can choose to:
Start a new meeting
Join an existing meeting
Share content directly without being in a call
🎛️ Camera Controls
On the controller:
Tap “Switch Camera” to select the active camera
Go to “Camera Controls” for manual camera movement:
Use the directional pad for positioning
Use + / – to zoom in and out
Select:
Manual (standard control)
Auto-Framing (tracks people automatically)
Multi-Stream (splits up to 8 participants into individual video feeds)
Mirror Effect: Applies a visual flip—recommended OFF to avoid inverted camera movement
🔄 Sharing Content from the Instructor Computer
Tap “Share” on the Zoom Room home screen
Under “Use Instructor PC”, tap “Share to Meeting”
Your content will now display to all participants
To stop sharing:
Tap “Share” again and select “Stop Sharing”
🖼️ Layouts & Views
Tap the “View” button to change room monitor layout:
Speaker View: Highlights the active speaker
Gallery View: Shows all participants equally
Content Only: Displays only shared presentation material
👥 Participants Panel
Tap “Participants” to see who’s in the meeting
Mute/unmute users, view video status, or manage settings via the “More…” menu
Options include hiding non-video participants or adjusting participant visibility
➕ More Features
Under the “More” menu:
Chat: Access and manage meeting chat
Breakout Rooms:
Join as co-host on the facilitator computer for full control
Or create/assign breakout rooms directly from the panel (if host)
Focus Mode: Instructor sees all participants; participants see only the instructor—ideal for privacy-conscious meetings or lectures
🔒 Security Controls
Tap the “Security” icon to:
Lock the meeting
Control who can screen share, unmute, rename, or chat
Restrict participant capabilities in real time
🛠️ Additional Settings & Info
Mic/Camera Mute: Tap mic/camera icons on the home screen to toggle (gray with slash = muted)
Volume Control: Use the slider at the bottom right of the controller
Meeting Info: Tap the green shield icon for:
Meeting ID
Passcode
Dial-in and join links
🆘 Need Help?
For technical support, device pairing, or training requests:
📧 Email: help@frontrowgroup.com
💬 Slack: Post in #it-tech-help
🤖 Using ChatGPT-4o with Front Row’s Internal Knowledge Base
Front Row Group – Smarter, Faster Decisions with Connected Intelligence
🧠 What Is Internal Knowledge?
Internal knowledge integration allows ChatGPT-4o to bring in relevant, organization-specific content directly into its responses—so you can:
Find answers faster
Eliminate context-switching between apps
Access the right files, docs, or decks directly in the chat
Make confident, informed decisions
🧩 ChatGPT automatically detects when internal knowledge is relevant, based on your prompt.
🔐 This feature is only available while using GPT-4o.
📂 What Sources Are Connected?
ChatGPT-4o currently connects to shared Google Drives accessible to all employees at Front Row:
FR East
FR West
Insights
These drives include team documents, decks, knowledge bases, and shared resources used across the org.
📝 Supported File Types
ChatGPT can access and extract information from the following file formats stored in Google Drive:
Google Docs
Google Slides
PDFs
Microsoft Word documents
PowerPoint files
Plain text (.txt)
⚠️ Note:
Embedded images or charts inside files are not yet supported
Google Sheets and Excel files are partially supported — good for basic queries, not for advanced data analysis
The Windows desktop app offers full parity with ChatGPT.com. Mobile and other platforms are catching up
🧭 How to Use It
Option 1: Let ChatGPT Decide
Simply ask your question—ChatGPT-4o will automatically pull from internal sources if relevant.
Option 2: Manually Enable Internal Knowledge
Click the “Internal knowledge” toggle in the message composer
This directs ChatGPT to search connected drives first
🧠 Use this when you’re looking for specific files, decks, or internal documentation.
📌 Pro Tips
Be specific! Mention project names, dates, or file types when possible
For example:
“Find the Q2 revenue presentation from FR West”
“What does our contract deck say about client onboarding SLAs?”
You can follow up with: “Open that file” or “Summarize the key points” for deeper context
❓ Need Help?
If you're unsure how to use internal knowledge effectively or want to request new drive connections:
📧 Reach out to IT
🔐 SOP: Access to Offboarded Users' Content (Managers)
Front Row Group – Email, Drive, and Calendar Access for Departing Team Member Transitions
📧 Email Delegation Access
If you’ve been granted access to an offboarded employee’s Gmail inbox, follow these steps:
Go to: https://mail.google.com
Click your profile icon in the top-right corner (next to the Front Row logo)
Look for the delegated account listed — it will have a blue “Delegated” badge
Click the delegated account
A new Gmail window will open, displaying the delegated inbox
🧠 You can read, search, and respond to emails as permitted, but you cannot update account settings.
📂 Google Drive – Ownership Transfer Access
If content from an offboarded user’s Drive has been transferred to you, follow these steps:
Go to: https://drive.google.com
Click “My Drive” in the left-hand menu
You’ll see a folder named after the offboarded user’s email address
Open the folder to view all transferred files and folders
🔐 All transferred content maintains the original structure and permissions unless manually changed.
📅 Calendar Access
If you’ve been granted access to a former employee’s calendar, it will automatically appear in your Google Calendar view.
To manage or remove it:
Go to: https://calendar.google.com
On the left, under “My calendars,” locate the offboarded user’s calendar
Click the three-dot icon next to it
Select “Settings and sharing” to:
Adjust notification or visibility settings
Modify access (based on your permission level)
To remove the calendar from your view:
Scroll to the bottom of the settings page
Click “Unsubscribe”
📌 Calendar access helps with project continuity, scheduling, and documentation handoffs.
🆘 Need Help?
If you were expecting access but don’t see the inbox, Drive, or calendar:
📧 Contact IT Support at help@frontrowgroup.com
💬 Or post in #it-tech-help on Slack for live troubleshooting
🏢 Booking a Room for Meetings or Calls
Front Row Group – Room & Resource Reservation Policy
📌 Room Reservation Policy
All meeting rooms, offices, and phone booths must be booked in advance via Google Calendar if needed for a meeting or call.
Ad-hoc use is permitted — but booked meetings take priority.
If you're using a room when someone else has a reservation, please vacate it promptly.
🧠 Respecting room bookings helps keep meetings on track and avoids unnecessary interruptions.
🗂️ How to Add Room (Resource) Calendars to Your Google Calendar
Go to https://calendar.google.com
On the left sidebar, locate “Other Calendars”
Click the “+” icon next to it
Select “Browse resources”
Scroll to and expand the section labeled “5-Crosby”
Check the boxes for all rooms/offices/phone booths you want to view
These resources will now be added to your calendar for visibility and booking
🗓️ How to Book a Room for a Meeting
Click “Create” in the top-left of Google Calendar
Click “Event” to start a new calendar event
Under “Add rooms”, select “Browse all rooms & resources”
Choose the room you'd like to book
⚠️ If the room is booked, it won't appear under “Available rooms only”
To see all rooms (including unavailable ones), select “Include unavailable rooms”
You can add a booked room to your event, but the system will automatically decline the invite unless the conflict is resolved
If your meeting needs to override an existing booking, please connect directly with the current room holder to resolve before reserving
Click the back arrow once you've selected a room
Choose “Save” or “Make it a Zoom Meeting” to finalize the event
📲 Once booked, your meeting will appear on the iPad outside the selected room or office.
🆘 Need Help?
If you don’t see rooms listed or experience booking issues:
📧 Email: help@frontrowgroup.com
💬 Slack: Post in #it-tech-help
🛠️ Report a Broken/Lost/Stolen Device
Front Row Group – IT Incident Reporting & Device Replacement Process
💻 Damaged Equipment? Start Here.
If your company-issued device (laptop, phone, tablet, etc.) is broken, lost/stolen, damaged, or non-functional, please submit an IT Incident Form so the team can assess the issue and issue a replacement if needed.
🧠 Only the team member experiencing the issue should complete the form to ensure accurate reporting and tracking.
📝 Submit the IT Incident Form
🔗 Click here to access the IT Incident Form
This form collects details about:
The type of device
Description of the issue or damage
Urgency and impact on your work
Whether the device needs to be replaced or can be repaired
⏳ What Happens Next?
Once submitted:
The IT Support team will review your request
You may be contacted for additional information or troubleshooting
A replacement or repair will be coordinated if required
🆘 Need Immediate Assistance?
For urgent device failures affecting your ability to work:
📧 Email: help@frontrowgroup.com
💬 Slack: Post in #it-tech-help
💻 Laptop Replacement & Upgrade Policy
Front Row Group – Device Management & Upgrade Eligibility Guidelines
📌 Requesting a New Laptop?
If your current device is not damaged but you're requesting a replacement for performance or upgrade reasons, your request must go through an IT eligibility review.
🧠 What Factors Determine Eligibility?
Before a new laptop can be issued, IT will assess the following:
Device Age – How long the current laptop has been in use
Technical Specifications – Whether your current device meets the demands of your role
Device Condition – Physical wear, battery health, and functional status
Availability & Allocation – Internal inventory, model availability, and role-based device needs
Finance Approval – Budget and lifecycle planning alignment
🔍 Device upgrades are not guaranteed and will be approved only if aligned with technical needs and company-wide resource planning.
📋 What You Should Do
If you believe your current laptop is no longer sufficient and you're seeking an upgrade:
Fill out the: Laptop Replacement & Upgrade Request
IT will:
Review your request
Confirm eligibility based on device health and company criteria
Coordinate next steps if an upgrade is approved
🛠️ For Broken or Damaged Devices
If your device is physically damaged or not functioning, please use the IT Incident Form instead of requesting an upgrade.
🙏 Thank You
Your cooperation helps us maintain a sustainable, efficient, and well-supported hardware fleet across the company.
💻 Need New Software?
Front Row Group – Software Request Process
Before installing or purchasing any new software, please submit a formal request so we can evaluate compatibility, security, and licensing.
🛡️ All software used at Front Row must align with enterprise-grade standards, including SSO support and IT/departmental approval.
📝 Submit a Software Request
🔗 Software Request Form
Use this form to request:
New tools for your team or project
Renewals or upgrades to existing software
Access to licensed applications
📌 What Happens Next?
After submission:
IT will review for security and compatibility
Department leads may be looped in for use-case approval
Procurement and access will be coordinated once approved
🆘 Questions?
Reach out to IT Support at help@frontrowgroup.com
Or drop a note in #it-tech-help on Slack
📶 Wi-Fi Setup & Credentials
Front Row Group – Office Network Access (NY & West Coast)
🗽 New York Office Wi-Fi
Coverage:
10x Aruba AP-655 access points
Coverage across 10,850 SF with 12-foot high ceilings
📡 Network Details
Network Name (SSID)
Intended For
Password
Front Row Guest
Visitors / Non-employees
commercecatalyst#
FrontRowGroup
Employees Only
#1Marketplace
🔐 Only Front Row employees should use the secure internal network (FrontRowGroup).
🌉 West Coast Office Wi-Fi
Coverage:
6x Aruba Access Points
5x AP-555
1x AP-655
📡 Network Details
Network Name (SSID)
Intended For
Password
Front Row Guest
Visitors / Non-employees
commercecatalyst#
FrontRowGroup
Employees Only
#1Marketplace
📲 Make sure you are connected to FrontRowGroup if you're accessing shared drives, printers, or internal tools.
🏢 Meeting Room Directory – New York & San Diego Offices
A comprehensive guide to capacity and video conferencing technology in Front Row Group’s offices.
🗽 New York Office – Meeting Rooms
Room Name
Capacity
Meeting Device
SoHo Meeting Room (Largest Room)
12+ People
Logitech Room Solution with Tap and Rally, 4 Multidirectional Microphones
Grah (Second Largest & Warmest)
9 People
Logitech Room Solution with Tap and Rally, 3 Multidirectional Microphones
Queens (Third Largest)
6 People
Polycom X50 with iPad Zoom Room Controller
Manhattan Meeting Room
4 People
Polycom X30 with iPad Zoom Room Controller
Staten Island (Smallest Room)
2–3 People
Polycom X30 with iPad Zoom Room Controller
Brooklyn (Executive Office)
Executive Office
Polycom X50 with iPad Zoom Room Controller
☀️ San Diego Office – Meeting Rooms
Room Name
Capacity
Meeting Device
Conference Room
12 People
Neat device
Director’s Office
5 People
Neat device
Meeting Room
5 People
Neat device
Studio Office
4 People
Neat device
✅ Room Booking Reminders
All meeting rooms must be booked in Google Calendar in advance for scheduled use.
Rooms are available for ad-hoc use if not already reserved — but booked meetings always take priority.
Need help adding room calendars or booking a space? Click here for Room Booking Instructions or reach out to IT.
🆘 Need Help with Devices or Connectivity?
📧 IT Helpdesk: help@frontrowgroup.com
💬 Slack Support: #it-tech-help
🌐 Remote Access Rules at Front Row Group
🔒 What’s Required When You’re Offsite
VPN Required for Accessing:
Catapult (Dashboard)
This applies to all remote employees working from outside the NY or San Diego offices.
🔐 Use FortiClient VPN with:
Remote Gateway:
https://freastvpn1.fortressbrand.com (East)
https://frwestvpn1.fortressbrand.com (West)
Enable Single Sign-On (SSO) and Customize Port options during setup
Authenticate using your Front Row Google login + 2FA
📌 If VPN won’t connect—follow the troubleshooting steps in the SOP doc (delete profile and re-add).
🚫 What’s Blocked or Not Allowed on Public Networks
When you're not on VPN or on a public network like hotel Wi-Fi, airplane internet, or coffee shop hotspots:
❌ No access to Catapult
❌ No connecting unmanaged personal devices
❌ No remote desktop or peer-to-peer file sharing tools
❌ No split tunneling (i.e., partial VPN use is not allowed)
If your device is enrolled in Mosyle or Intune, it:
Enforces encryption, firewall, and password standards
Prevents unauthorized app installs
Can block access to restricted URLs/services
🧠 Rule of Thumb: If you're off trusted Wi-Fi, always connect to VPN before working in any secure apps.
💻 Additional Remote Security Requirements
Two-Factor Authentication (2FA) is enforced on all Front Row Google logins
All devices must be enrolled in Mosyle (Mac) or Intune (Windows)
No personal Apple IDs or unmanaged endpoints
Use only the official FortiClient VPN app—no other VPNs or tunneling apps allowed
🔧 Need Help with VPN?
If your VPN is:
Stuck on “Connecting”
Says “Not Configured”
Refusing to launch
Reach out to:
📧 help@frontrowgroup.com
💬 Or post in #it-tech-help
I can also walk you through resetting or reconfiguring it if needed—just say the word.
🖥️ General IT-Managed Apps (NY + West Coast)
If you need access to any of the following, email help@frontrowgroup.com:
Google Workspace (NY/West)
Slack (both coasts)
Zoom
Adobe, Microsoft, OpenAI Workspaces
Dropbox, Figma, 1Password
Amazon, B&H, Lenovo (equipment purchasing)
UPS (for onboarding/offboarding shipments)
Pilot Fiber (NY office)
Nordlayer (VPN for RO team only)
Squarespace
Mosyle MDM (Mac device enrollment)
Harvest
AWS
Gurock / TestRails
DBT
Snowflake
Catapult (basic user access only)
📧 Escalation contact if no response in 1 hour:
Reach out to @Tyler Whittall via Slack or email.
🏦 Finance Tools – Access Controlled by Finance Team
For any of the following:
Ramp
Netsuite
Bill.com
📧 Contact Finance directly to request or escalate access.
Manager approval will likely be required depending on permissions level.
👥 HR Tools – Access Controlled by HR Team
For access to:
Justworks
Lattice
📧 Reach out to the HR department, not IT.
Escalate via your manager or HRBP if timing is critical.
💻 Tech/Engineering Tools – Access Controlled by Tech Team
These tools fall under the Tech Team domain:
Catapult (beyond basic access) — reach out to Catapult Admins via Tech
SQL / Data access
Snowflake (advanced queries)
DBT
📧 Request access via Tech Team point of contact
Or route via your manager if you're unsure who owns access provisioning.
🧰 West Coast IT-Managed Apps (Exclusive Tools)
For tools like:
Verizon
Semrush
Milled
Apple Services
Flywheel
Reporting Ninja
Eleven Labs
Triple Whale
Keyshot
Rhino 3D
Litmus
Dash Social
Unsplash
📧 Email help@frontrowgroup.com for access.
If the tool is team-specific, include department context or manager approval.
🆘 Access Request Pro Tips
Always include:
Tool name
Business justification
Urgency level
Manager approval (if required)
If you’re stuck or don’t know who owns a tool:
📧 Email IT first—they’ll reroute your request if needed.
🏢 NY Office – Quick Reference Guide
📍 Address
Front Row Group
5 Crosby Street, 5th Floor
Brooklyn, NY 10013
🧠 Everyday Essentials
iPad Passcodes: 5555 (applies to all iPads in the office)
Speakers:
Sonos system streams via Spotify
Control from the iPad in the kitchen
Feel free to walk up and queue music any time
🛠️ Facilities & Maintenance
Building issues (non-IT):
Elevator problems
Bathrooms
Office furniture building (Office Chairs, Desks, Standing Desk, ect.)
Lights or power (building-side)
Escalate all of these through Aimee Tran
📧 aimee@frontrowgroup.com
Power outages at desks:
Check power strips under desks
Look for status lights
Ensure no one unplugged or toggled the switch with feet or drawers
📦 Packages & Deliveries
Drop-off points:
Lobby area (by freight elevator, near SoHo and Manhattan meeting rooms)
1st floor entrance on Crosby Street
🧽 Supplies & Kitchen Layout
Paper Towels:
Under the kitchen counter
Cabinet labeled “Paper towels”
Cutlery:
Top drawer left of the kitchen sink
Paper Plates:
Second drawer below the cutlery drawer (same side of sink)
Cleaning Supplies:
Closet between Queens Meeting Room and the Howard Street (small) elevator
👩💼 Key Contact
Office Manager / Executive Assistant:
Aimee Tran
📧 aimee@frontrowgroup.com
Got questions about the space? She’s your go-to.
🍞 Want Bread?
Surprise twist! If you want bread, reach out to IT.
They’ll:
Queue your request
Ask if you want to participate in the bread drop
Yup, bread is a thing—and it’s coordinated by iT. Only at Front Row.
San Diego office:
Address: 840 Fifth Ave 3rd floor, San Diego, CA 92101
Phone: (619) 297-3742
All office request’s must go through Raymond Slaugtherhorn raymond@frontrowgroup.com first.
💻 Self Service Apps – Front Row Managed Macs
Available to any Mac user on a company-managed device—no admin access required.
🔧 How to Install
Open the Self Service app on your Mac.
Find the app you want.
Double-tap the “Install Now” button.
✅ You did it right if the button turns into a download status bar.
🧰 Apps Available
Security & Access
1Password 8
1Password for Safari
FortiClient VPN
NordLayer
Microsoft Outlook (SSO integrated)
Productivity
Google Chrome
Google Drive for Desktop
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft OneNote
Microsoft OneDrive
Microsoft Teams (Work or School)
Asana
Slack
Zoom Client for Meetings
Dropbox
Harvest
Creative & Collaboration
Adobe Acrobat Reader
Creative_Cloud_Installer
iMovie
Frame.io – Video Collaboration
GIPHY Capture
Lightshot Screenshot
KeyShotCloudHandler
rhino_8.12.24282.07002 Enterprise
Utilities
Firefox
Brother iPrint&Scan
Splashtop SOS
RingCentral
ChatGPT (Apple Silicon only)
macOS Sequoia OS Update
🚫 No Admin? No Problem
All of these are pre-approved by IT and fully installable without needing admin rights.
If something’s missing, or the download fails:
📧 Hit up help@frontrowgroup.com or
💬 Slack #it-tech-help for backup.
🎣 Simulated Phishing Emails – Front Row IT Awareness Program
🛡️ Purpose of the Simulation
Front Row Group runs periodic phishing simulations—emails that look like real threats but are sent by our own IT team. These are designed to:
Promote cybersecurity awareness
Teach safe email habits
Reinforce real-world phishing red flags
These are not meant to trick, shame, or punish anyone. They’re a tool for learning and protection.
📬 What to Expect
Simulated phishing messages may:
Come from lookalike domains or spoofed names
Include suspicious links or file attachments
Urge “urgent action” (e.g., verify login, pay an invoice, click a document)
🔍 They’re carefully crafted to mimic real phishing attempts.
📣 If You Click or Fall for One — No Big Deal
Seriously: no one gets in trouble. If you click or engage with a simulated phishing message:
You’ll see a training screen or tip page
You may be asked to review a quick refresher
That’s it—you’re all good
This isn’t about blame. It’s about building habits that protect:
Your own identity
Front Row’s data
Our clients’ trust
📥 What To Do If You’re Ever Unsure
If you suspect a phishing message—simulated or real:
Do NOT click anything
Forward the email to:
📧 help@frontrowgroup.com
Optionally: add a quick note like “This looked suspicious.”
Our team will check and get back to you ASAP.
📚 Training + Tips
We also run mandatory security training and ongoing awareness refreshers, which include:
How to spot phishing
Smishing/text fraud awareness
Safe practices for links and attachments
🧠 Learning is ongoing—and it’s a shared responsibility.
🚀 Front Row Group – New Hire Onboarding Guide for Managers
This guide breaks down what to expect when onboarding a new team member, without needing to handle the technical stuff yourself.
⏳ Minimum Notice Requirements
To ensure a smooth start:
7 business days’ notice is required if a device needs to be shipped
3 business days’ notice is fine if no hardware is needed (e.g., in-office hires or device already issued)
📝 Submit your request via the Onboarding Form.
🛠️ Onboarding Workflow: Step-by-Step
✅ Onboarding Form Submitted
You (or HR) fill out the onboarding form with start date, role, and needs.
👤 Account Creation Begins
IT creates the new hire’s Google Workspace and Microsoft 365 accounts.
📩 Software Access Provisioned
Invitations are sent for required apps like Slack, Asana, Zoom, Harvest, etc.
💻 Device Configuration (If Applicable)
MacBooks are pre-configured via zero-touch enrollment (Mosyle MDM)
Security updates and core applications are installed automatically
Device is enrolled and checked for compliance
📦 Device Packaged & Shipped (if needed)
Labeled, tracked, and set to arrive by the start date
🔍 Account Integrity Check
IT confirms all systems are accessible and functioning correctly
📧 Credentials Sent to New Hire + You
Login instructions and welcome info are shared with both the new hire and their manager
📅 Onboarding Meeting Scheduled
A virtual walkthrough or Day 1 session is booked (manager is cc’d)
🤝 HR & IT Sync
Ensures benefits, docs, and system access are ready
🎉 Day One Begins
🛠️ Front Row Group – IT Department Hierarchy & Escalation Paths
👨💻 Your Go-To Contacts for IT Help
🔹 Anthony Feliciano – First Line of Support (Tier 1)
📧 afeliciano@frontrowgroup.com
Slack: @Anthony Raul Feliciano
Handles:
🆘 Support Tickets & Troubleshooting
Password resets
Account lockouts
Zoom Room tech issues
General helpdesk needs
💻 Device Management
Macs, iPads, Lenovo PCs
Mosyle & zero-touch enrollment
📦 Procurement & Logistics
UPS equipment shipments
Amazon ordering and tracking
🚀 Onboarding Tasks
Google + Microsoft account creation
Distribution group adds
App invite handling
License assignment
Device setup & packaging (if needed)
🔹 Eero Nevaluoto – Second Line of Support (Tier 2)
📧 enevaluoto@frontrowgroup.com
Slack: @Eero Nevaluoto
Handles:
🧠 Advanced IT Support
Application rollout and system design
Cross-tool workflows
Tier 2 troubleshooting escalations
🧩 System Improvements
Bridging support + infrastructure strategy
🔹 Tyler Whittall – IT Team Lead (Tier 3 / Final Escalation in US)
📧 twhittall@frontrowgroup.com
Slack: @Tyler Whittall
Leads:
🧭 High-Level Strategy
Software acquisition
Policy and process design
Long-term IT planning
🚨 Emergency Oversight
Escalated outages
Security issues
Cross-department crises
If it’s critical, cross-functional, or above team capacity, Tyler is the final stop.
🔐 Approved Tools & Licensing Rules
To maintain compliance and efficiency:
Only approved tools can be installed or licensed
All tools must support:
Enterprise-grade security
Google SSO (if possible)
IT-managed installation
📥 To request software or access:
Use the Software Request Form
Or email: help@frontrowgroup.com
🚨 Front Row Group – Application Outage Response Plan
When an app or service isn’t working as expected, stay calm, follow these steps, and we’ll get through it:
🔁 Step 1: Try Basic Troubleshooting
Before sounding the alarm, always:
Reboot your device
Try opening the app in an incognito/private browser window
Check the app’s official status page for live updates
🧰 Application-Specific Response Playbook
📧 Google Workspace Outage
✅ Switch to Microsoft Outlook/Office to keep client comms flowing
🧠 Don't worry—IT is on the case
Watch for updates from IT via alternate channels
🖼️ Adobe Workspace Outage
If verified via Adobe's status page, sit tight
🛑 This outage is outside of IT’s control
📡 Wait for Adobe to resolve; we’ll update when services return
🌐 Office-Wide Internet Outage
NY: Confirm with Pilot Fiber
SD: Confirm with Cox Business
✅ Once confirmed, IT will send a public notice with next steps
🔄 Default plan: Work From Home (WFH) until resolved
💬 Slack Outage
Confirm via Slack Status
✅ Use email to notify any clients of the communication delay
🧘 Sit tight until Slack returns—no action needed beyond alerts
⏱️ Harvest Outage
Note your hours manually (keep them in Notion, notes, or email)
Once restored, update Harvest retroactively
📁 Dropbox Outage
Confirm via Dropbox Status
Use email to notify clients of the delay
Wait for system restoration—no workaround needed
🎨 Figma Outage
Confirm via Figma Status
Sit tight—no workaround available
Project updates can resume when it’s back online
🎥 Zoom Outage
Confirm via Zoom Status
Notify clients of the outage via email
🔁 Use Microsoft Teams or Google Meet as a temporary backup
💡 All Front Row meeting rooms support Zoom, Teams, and Meet
📣 IT Contact Info
For anything critical or unclear:
📧 help@frontrowgroup.com
💬 Slack: #it-tech-help (if available)
🛡️ Suspect a Phishing Attempt or Data Breach? Here’s What To Do
Whether it’s a sketchy email, a weird link, or a suspicious message—don’t panic. Do this instead:
📩 If You Get a Suspicious Email
DO NOT click any links, download attachments, or respond.
In Gmail:
Click the three-dot menu next to the reply button.
Choose “Report phishing” or “Report spam”
✅ IT is automatically alerted and will update the security filters.
That’s it—you’re done.
📱 If You Receive a Suspicious Text Message (Smishing)
❌ Never respond, even if it appears to be from leadership or a known name.
🗑️ Delete the message immediately.
If you’re unsure, verify the sender via Slack or work email.
🔐 If You Think You Clicked a Malicious Link or Entered Info
Disconnect from Wi-Fi immediately
Do not power off your device (this preserves logs for forensics)
Contact IT ASAP:
📧 help@frontrowgroup.com
💬 Or post in #it-tech-help (if available)
🚨 Signs of a Breach to Watch For
You notice strange behavior on your Google account or device
You shared your login credentials in error
Your account was accessed from an unusual location
You received a MFA request you didn’t initiate
🧠 When in doubt—report it. Better safe than compromised.
🙌 Final Reminder
Security is a team sport. Reporting suspicious activity keeps everyone at Front Row safer.
Questions or second guesses? I’ve got your back—or loop in IT.
🔐 PII Training & Protection at Front Row Group
(US Employees Only)
📌 What is PII?
Personally Identifiable Information (PII) is any data that can identify a person—on its own or combined with other data.
Examples of PII:
Full name
Home address
Phone numbers
Social Security Number (SSN)
Email address
Bank account or credit card info
Employee ID numbers
Health-related details
📢 Why Protecting PII Matters
Protecting PII:
Safeguards our employees and clients
Preserves company trust and reputation
Is required by law in many jurisdictions
🛡️ The PII Protect Portal
Powered by Intelligent iT, this platform is your go-to for training and awareness.
🔍 What It Does:
Monitors and identifies potential data threats
Provides hands-on, scenario-based training
Reinforces smart behaviors to prevent phishing, malware, and user error
📚 Training Courses Included
All employees are automatically enrolled in the following short-form modules:
🎯 Cybersecurity Awareness
Phishing, spam, and scam detection
How to spot suspicious emails or sketchy links
🤖 AI-Specific Security
Safe practices when using tools like ChatGPT
How to identify AI-generated content or impersonation emails
🛠️ Application Security
Smart use of tools like:
Microsoft Word, Excel, PowerPoint
Outlook and Teams
🔐 Data Handling Basics
Safe storage, sharing, and disposal of sensitive files
PII and password protection best practices
⏱️ All courses are bite-sized and easy to complete—no heavy lift required.
✅ What You Need to Do
Head to: https://portal.pii-protect.com/#/login
Log in using your Front Row Group account
Complete your assigned trainings ASAP
Apply these learnings when handling any sensitive data or client comms
Questions about training requirements or issues with login?
📧 Contact help@frontrowgroup.com—we’ll get you set up fast.
✉️ How to Set an Out of Office Auto-Reply in Gmail
🔧 Step-by-Step:
Open Gmail
Log into your Front Row Google account at mail.google.com
Click the gear icon (⚙️) in the top right
Select “See all settings”
Go to the "General" tab
Scroll down to the "Vacation responder" section
Turn the Vacation Responder ON
Set:
Start Date and (optionally) End Date
Subject (e.g., “Out of Office: [Your Name]”)
Message (e.g., when you’ll return and who to contact in your absence)
Check “Only send a response to people in Front Row Group” if you don’t want clients to see it—or leave unchecked to notify external senders too
Click “Save Changes”
📌 Example Message:
Subject: Out of Office – [Your Name]
Message:
Hi there,
I’m currently out of the office and will return on [Date].
For urgent matters, please contact [Backup Contact Name + Email].
I’ll respond as soon as possible when I return.
Thanks,
[Your Name]
Update your Profile Picture for your Google Account Head to this link: https://finc3.sharepoint.com/:f:/r/sites/GroupWiki/Shared%20Documents/Templates/Front%20Row%20Group/Google%20Inbox%20Logos?csf=1&web=1&e=4WvAYV
💻 Access & Login Issues
"I forgot my password. Can you reset it?"
If you're unable to access your account due to a password issue, please reach out to help@frontrowgroup.com or contact a primary or secondary IT support member via Slack.
"I’m locked out of my account—what do I do?"
For any locked account issues, please contact help@frontrowgroup.com or reach out via Slack, depending on the urgency of the issue. Below are common situations where you should contact IT for further support:
You are locked out at the Google sign-in screen when logging into your computer.
After restarting or powering off your computer, you are met with a local login screen, and your usual username/password does not work.
"Why is my internet so slow?"
Your internet speed may be slow for a variety of reasons, but a simple and effective first step is restarting your computer. Many users don’t shut down or restart their devices regularly, which causes background processes to accumulate and use up system resources. Over time, this can noticeably slow down performance and impact your connection quality.
If a restart doesn’t resolve the issue, please refer to the following:
Working From Home:
If you're not connected to internal systems through our FortiClient VPN, and still experiencing internet slowness, we recommend reaching out to your Internet Service Provider (ISP) to investigate potential network issues on their end.
Bluetooth Device Interference:
Having multiple Bluetooth devices connected at once can sometimes interfere with your internet performance. Bluetooth and Wi-Fi use similar wireless signals, and too many active devices can cause signal interference or slowdowns. Try disconnecting any unnecessary Bluetooth devices and see if your connection improves.
Working From the Office:
If you're in the office and restarting didn’t help, please ensure you're connected to the correct network:
SSID: FrontRowGroup
Password: #1Marketplace
If you're still having issues, contact us at help@frontrowgroup.com so we can investigate further.
Software & Hardware Support
"My computer is running really slow—can you check it?"
A. If your computer is running slow, it may be due to too many applications being open and using up system resources. Quitting apps you're not actively using is a good way to free up memory and processing power.
B. If that doesn't help, try restarting your computer. Many users leave their devices on for long periods without rebooting, which can cause background processes to pile up. This leads to slower performance and reduced runtime efficiency.
C. Another helpful step is to check if your operating system is up to date. If your OS is behind on updates, you could be missing important bug fixes and optimization patches that improve speed and stability.
To update, go to System Settings (top left Apple icon) → General → Software Update, and follow the steps from there.
Note: OS updates may take anywhere from 30 minutes to an hour depending on your internet connection, so plan accordingly unless it's urgent.
D. If all else fails or you run into difficulty please contact help@frontrowgroup. So we can assist.
"This app keeps crashing—how do I fix it?"
It might be blocked by Zero Trust security controls via Mosyle
If you're using a company-managed device, it’s likely protected by Zero Trust policies through Mosyle. This system only allows apps that have been explicitly approved by IT.
If the app you're trying to use isn’t approved or has been recently updated, Zero Trust might automatically block or restrict its functionality, which can cause it to crash.
Reach out to the IT team at help@frontrowgroup.com and ask them to verify if the app is being blocked or flagged by Zero Trust. They can review the security settings and either approve or adjust permissions so the app works properly again.
A reboot may be needed to clear background issues
If Zero Trust isn’t the issue, the crashing could be due to temporary system glitches or memory overload. Many users don’t restart their devices regularly, which causes background processes to pile up and affect performance.
Restart your computer. This simple step often resolves crashing apps by clearing out temporary memory issues and giving your system a fresh start.
Front Row Group Epics Story:
2012: Brothers Alex and Matt Beer launch Fortress Brand—now Front Row's Marketplace Partnership.
2014: Jan Bechler, Tim Nedden, and Björn Sjut start Finc3, now Front Row's Ecomm Management and D2C divisions.
2015: Christopher Skinner launches School House, now Front Row's Strategy & Design and Content Creation capabilities.
2017: BizMut Marketing launches specializing in B2B marketing, now Front Row's Digital Marketing B2B.
2018: Fortress Brand develops Catapult, the agency's proprietary business intelligence software, in-house.
2019: Finc3 launches Enalytics for holistic Amazon and marketplace business management.
2020: Taylor & Pond's 5,000 square foot Creative Production Studio opens its doors.
2020: Fortress partners with Trivest, foreseeing holistic service expansion for clients and long-term success.
2021: Fortress Brand joins forces with beauty branding agency, School House, laying the foundation for what is now Front Row.
2022: School House Studios launches in Manhattan, producing turnkey content for beauty brands.
2022: Fortress goes global with the acquisition of Finc3, a top-tier EU digital marketing agency based in Hamburg, Germany.
2022: Taylor & Pond joins Fortress, creating what is now Front Row's Content Creation and Digital Marketing divisions.
2023: Catapult launches as a standalone business intelligence product for Amazon sellers.
2023: All agencies unite to launch Front Row, committing to empower commerce growth for top and emerging brands.
2024: Front Row acquired by Charlesbank, a strategic investment to accelerate innovation and business growth while maintaining its focus on high-quality, personalized service at scale.
2025: Front Row acquires Build in Amsterdam, a premier Shopify agency known for building digital flagship stores for some of the world’s most iconic fashion and lifestyle brands.
🗓️ How to Add a Meeting Room to Your Google Calendar (Desktop Only)
Whether you’re booking a 12-person client sync in SoHo or snagging a phone booth for a quick call, here’s how to see room availability right in your calendar:
✅ Step-by-Step
Open Google Calendar
Head to calendar.google.com
On the left side, under “Other calendars”, click the “+” icon
Choose “Browse resources”
In the pop-up window, you’ll see a categorized list of rooms by office location.
📍 5 Crosby Street – NYC Office
Room Name
Capacity
5-Crosby-5-Brooklyn Office
5
5-Crosby-5-Grah Meeting Room
9
5-Crosby-5-Manhattan Meeting Room
4
5-Crosby-5-Phone Booth 1 through 5
1 each
5-Crosby-5-Queens Meeting Room
6
5-Crosby-5-SoHo Conference Room
12
5-Crosby-5-Staten Island Conf Room
4
🌴 840 Fifth Ave – San Diego Office
Room Name
Capacity
840F-2-Studio Office
4
840F-3-Conference Room
12
840F-3-Director’s Office
5
840F-3-Meeting Room
5
Check the box next to the room(s) you want to view
Once selected, the room appears under “Other calendars”
You’ll now see its availability in your calendar view—just like you would for a teammate
🧠 Pro Tip
When scheduling a meeting:
Click “Rooms” in the Add Guests section
Google will show only rooms that are:
✅ Available at your meeting time
✅ Not already booked
✅ Can fit your guest count (if set)
Perfect for snagging the right room without endless back-and-forth.
✈️ Why Your Device Won’t Connect to Plane Wi-Fi – and How to Fix It
Good news: Front Row Group does not block any Wi-Fi connections on company-managed devices. If you’re having trouble connecting mid-flight, it’s usually due to airline policies or browser caching. Here’s how to troubleshoot based on your airline:
🛫 General Troubleshooting First
Try connecting via Chrome incognito mode
If that works, your cached data may be the issue.
To clear cached Chrome data (on your work profile):
Click the three dots in the top-right corner of Chrome
Go to:
Settings Privacy and security Clear browsing data
Choose “All time” and check “Cached images and files”
Click Clear data and try reconnecting
🧩 Airline-Specific Rules and Limits
✈️ Delta
Free Wi-Fi supports unlimited devices—but only one can be actively connected at a time
You must log out on one device before using another
Want multiple active devices? ➡️ You’ll need to purchase additional passes
✈️ American Airlines
Free Wi-Fi (via Viasat) = one device per flight
You can switch devices, but not use two simultaneously
Ad-supported, ~20 mins per session
Paid subscriptions:
$49.95/month (1 device)
$59.95/month (2 devices)
✈️ Southwest Airlines
A-List Preferred & Business Select:
Up to 3 devices per day
If both apply, up to 6 devices
Other passengers:
$8 per device, per flight
✈️ Alaska Airlines
T-Mobile users: May get free sessions or full-flight access (check your T-Mobile plan)
Others: Satellite Wi-Fi available for purchase
Generally allows multiple devices, depending on your access level
✈️ Air France
Free inflight Wi-Fi
Connect multiple devices simultaneously
Must log in with your Flying Blue account
✈️ JetBlue
Totally free and unlimited devices
Use your phone, laptop, tablet—all at the same time
✈️ United Airlines
Free Wi-Fi via MileagePlus account
Use multiple devices, but only one active at a time
💡 Still Stuck?
If incognito mode works but normal Chrome doesn't, clear your cached data as above.
If Wi-Fi still won’t load:
📧 Ping help@frontrowgroup.com when you land, and we’ll dig deeper.
Let me know if you want this as a printable flyer for travel prep or a preflight checklist for your team!
Security for AI features in Slack
Slack is committed to data ownership, security, and privacy, and our AI features have been built to uphold these commitments. Here’s an overview:
Customer data never leaves Slack-controlled infrastructure and is never used to train large language models (LLMs).
AI features in Slack only work with data that members have access to.
Our AI features uphold all of Slack’s enterprise-grade security and compliance requirements. To learn more, visit our Trust Center.
How do AI features in Slack work?
Slack uses third-party large language models (LLMs), hosted within our secure Amazon Web Services (AWS) infrastructure and data already in your Slack workspace or organization, to power a suite of personalized AI productivity tools. When you use AI features in Slack, we apply in-house ranking models (running on our standard architecture) to find and sort the most relevant information. This information is then sent to an LLM hosted by AWS. The LLMs generate a response and Slack returns the response to you. The LLMs do not retain any information from the request.
Is my Slack data used to train third-party generative AI models?
Customer data is never used to train third-party LLMs. Instead, we use a technique called Retrieval Augmented Generation (RAG) that sends only the data necessary for each task to the LLM at the time of inference. With RAG, data is sent in the context of inference requests. While the model may temporarily cache the data, it cannot store the data in a database or on disk.
Will Slack show private data members don’t have access to?
Slack’s AI features only use Slack data that members have access to at the time of request and won’t display or use data from private channels or direct messages (DMs) they aren’t a member of. For example, AI searches will never surface any results that Slack’s regular search would not. Similarly, summaries will never contain content that you could not otherwise see while reading channels or DMs.
How long will AI features in Slack retain data?
Conversation summaries and search answers
Conversation summaries and search answers produce ephemeral AI responses (ex. responses will eventually disappear when you navigate away or close out the result), and that data is not stored on devices or servers.
Recaps
Recap data is stored for 90 days so that you can temporarily revisit past recap history. If messages used in the recap are deleted or tombstoned (ex. a record to show data was deleted) by any deletion or compliance policy, the stored recap will also be deleted.
Channel summaries generated by a workflow
Unlike the conversation summaries that users generate for themselves, when you generate a channel summary with the Summarize public channels workflow step, the resulting summary is not an ephemeral AI response. Depending on the workflow’s subsequent steps, the channel summary can be sent as a message to a conversation, or added to and stored in a canvas. In these situations, the message or canvas containing the AI generated summary will be retained in Slack according to your organization’s data retention settings.
How does Slack prevent misleading information (or AI “hallucinations”)?
Responses from Slack’s AI features may include citations to the source message that informed the summary or search answer. Select a citation to jump to the original message and review it for more details or verification. Slack employs a quality monitoring system that evaluates AI outputs, alerting the team to regressions in quality once these evaluations detect hallucinations or other evaluation metrics. Additionally, prompts sent to LLMs during AI feature usage follow best practices from our model providers to ensure accurate, consistent, and safe results.
Can I turn off AI features or limit access?
Yes. Owners and admins can decide which AI features members of their workspace or Enterprise organization can use. On Enterprise plans, Org Owners and Admins can also limit access to AI features to certain users and groups. Head to Manage access to AI features in Slack for more details.
Hi Team,
Although all these Ai tools continue to emerge across our platforms—from Slack to Google Workspace and beyond—it’s important to remember that many of these features are still in early-stage development. While they show strong potential for improving productivity, they are not yet reliable for critical workflows.
⚠️ Key Considerations
1. Experimental Capabilities
Current AI features such as summarization, content generation, smart search are often experimental. They may miss key context, oversimplify discussions, or provide inaccurate outputs—especially in complex or technical threads.
2. Inconsistent Accuracy
AI-generated insights can vary widely in quality. It's not uncommon for tools to “hallucinate” facts, omit decisions, or draw misleading conclusions. These outputs should not be treated as authoritative without human validation.
3. Privacy & Access Boundaries
Our AI tools operate within your permission scope—but context leakage, sensitive information summarization, or improper use can still occur if relied on too heavily. Always treat AI assistance as additive, not definitive.
✅ Guidance Moving Forward
Use AI tools only in non-critical, low-risk contexts.
Manually validate all AI-generated content before acting or sharing.
Avoid replacing formal notes, reports, or key decisions with AI summaries.
When in doubt, default to human review.
We’re actively monitoring and working to evolve these tools and will share updates as they stabilize. In the meantime, please flag any inconsistencies or edge cases you encounter so we can continue ensuring safe and effective Ai use.
Whitelist IP for Catapult (internal dashboard) access SOP:
Please go to this site: https://checkip.amazonaws.com/
~Copy the IPv4 number
Then copy and paste this command in any private DM: /ipaddress-internal xxx.xxx.xx.xx
~Replace the x's with the IPv4 number you copied from the previous step.
You will see a Slackbot message:
Processing your command. Slack might say operation_timeout, but it's working. Please Wait...
IP Address Updated to: xxx.xxx.xxx.xx
Our Mission
OUR CULTURE & VALUES
“When preparation meets opportunity”
Diversity and inclusion
Our priority is to establish a sense of belonging for everyone. We will work with you to expose your strengths and weaknesses to establish the best "you" there is.
People and the greater good
Our work becomes meaningful when we know it aims to help people and the companies we work with to bring the best out of everyone.
Collaboration and teamwork
Some say "teamwork makes the dream work" - and we agree. Complex problems require a strong team to be able to slay any problem that is put in front of us
Community approach:
Investing in our team is our approach to uplift the companies, organizations, and businesses that we work with. This makes our work, worth getting up in the morning.
New onboarding tasks:
Employee Offer letter signed You will need to ensure offer letter is signed before work is assigned.
Copy of your ID/ Passport We need to file this to allow you to begin working with us.
Employee expectations meetings You will need to meet with Tyler to review expectations from the team and what you will be work on for you first 90 Days.
Level 1 support KPIs:
Daily & Routine Tasks
Check and maintain the communal bowl (USB-C cables and wall adapters)
Assist the team with general workload as needed
Support & Troubleshooting
Respond to support tickets for:
Onboarding assistance
Password resets
Account lockouts
Resolve Zoom Room issues
Device Management
Set up, manage, and troubleshoot:
iPads
Macs
Lenovo PCs
Zero-touch devices
Logistics & Procurement
Handle UPS equipment shipping
Place and track Amazon equipment orders
Onboarding Workflow
Account creation
Adding users to distribution groups
Sending invites
Assigning licenses (if needed)
Preparing zero-touch hardware (if needed)
Setting up and shipping devices (if needed)
Rule of 5:
What is it?
The Rule of 5 serves as a guideline for managing equipment inventory, recommending a maximum of five units to balance availability with spatial efficiency. This approach minimizes the risk of overstocking while ensuring sufficient supply for typical operational needs. Although slight deviations are permissible under certain circumstances (For example, mass onboardings), adherence to the rule promotes consistency and optimal resource management.
Office Example
Within the office, a communal wire bowl is maintained containing USB-C to USB-C cables and wall adapters for general use. As a standard practice, we aim to keep five units of each item readily available. Should inventory drop to two or below, a restock request is initiated. In instances of high turnover, it may be necessary to order an additional five units, temporarily exceeding the standard threshold. However, the publicly accessible supply is capped at five units to maintain consistency, avoid clutter, and over usage over the products.
Admin Onboarding walkthrough for Client hires:
Step 1: Receiving Onboarding Form
On Atera you will receive a Microsoft forms submission request you will click on the link and head over to the responses.
Select the latest email based on the ticket received
Here you will be presented with the latest submission.
Gathering information:
Note the information such as
Name (ex. Anthony Onboarding)
Address (something something street)
Phone number (1+ 122113442222)
Office (New York City)
Step 2: Onboarding Sheet
The name and office will tell us what to do next and that is to head over to our google drive and under Shared with Me HR/Front Row NYC Hiring/Onboarding create a folder using [First name and Last name] based on the form.
From here we will have to populate a Onboarding form template based on the information placed inside the form (make a copy of the template and call it [first last Onboarding])
So here we filled out
Name
Address
Phone number
Office: NYC Office
Department: 3rd Party
Manager: Tyler Whittal
Start Date
Username: aonboarding(Should be the first letter of their name and last name)
Request: Anthony Feliciano
Created by: Anthony Feliciano
Here are the required apps also found on the Onboarding form and will differ based on request
Google Workspace: nycevents (distro groups)
Slack (depends on required access for example [4_tress_band, watercolors, applause, le-carnaval] are request only for the user)
Berrycast
Asana
Zoom
Adobe Acrobat Pro
Synology (S&D Team)
Synology (TPCloud)
Synology (TPVideo)
With this copy now done we will want to hit file - make a copy - my drive - locate the folder you created
Step 3: Account Creation
Now Head over to Google Admin and then Directory - Users - Add new User
When creating the user it’s important to take note of the google sheet template you had created prior to this. Their information needed will just be their name but their username should be the same as their email so [first letter of first name and last name]. Also, you should set them to Onboarding to bypass MFA for their first time logging in (this will be changed later).
A user account should always be prewritten to a default password to give easier access, that will be Temp@12345 and must be prompted to create another one after first time login to ensure the user gets the password they desire instead of staying on Temp.
With this you now have the credentials to send over to the manager whenever you are finished with the other steps.
Distro Groups -
On Google Admin head over to directory/user and filter for the newly created user. In the user you will head over to the groups tab and add the following distro groups based on whatever is required on the forms.
Step 4: Applications
For this section it differs based on the request given so we’ll only be doing the account creations based on the this example form in this SOP
Applications such as Berrycast and Slack should just be google signs so not needed much in terms of account creation so they’ll need just invites.
Zoom:
Head over to zoom.us
Sign in as admin
Head over to the admin navigation on the left hand side of the screen
Go into User Management - Users
Add New User
Enter Email and select basic plan
Asana:
Head over to Asana Admin Console and login
On the left side of the screen head over to members
Invite members
Send an invite to their email and enable them to Onboarding and no group projects since their managers will assign them themselves
Adobe Acrobat Pro:
Head over to Adobe Admin Console login
Sign into Admin Console
Select your organization (based on location)
Click on users
Add User
Enter the users email address and click “Add as a new user”
Enter their First Name and Last Name
Click on the + under products
Give the required product licenses the user (need to purchase licenses if there are none available)
Hit save at the bottom
Synologies:
All Synologies have the same process in terms of user account creation and for this example we’ll be creating an account for all three.
Synology (S&D team), Synology (TPVideo), Synology (TPCloud)
After logging in head over to control panel
Go into “User & Group”
Hit “create”
For the “Name” put the User that’s in your email
Description and Email are the same
Password Temp@12345
Hit next until the end no need for more edits
Step 5: Devices
Depending on the details provided during the onboarding process, certain requests may require specific device-related actions. Below are a few scenarios that outline how equipment needs are typically determined, based on the individual’s work setup and location:
Device Requirements Based on Onboarding:
No device needed – If the individual will be using a personal device, no company-issued hardware will be necessary. This typically applies to users who are freelancers and only require account creation and invitation access to begin working.
Device needed (Remote or West Coast Office) – If the individual is a remote employee or will be based out of the West Coast Office (i.e., not working in the NY Office), a device will be required. It must be properly configured and shipped either to their home address or to the appropriate office location, depending on the specifics noted in the onboarding form.
Device needed (NY Office) – For employees who will be working in the NY office, a company device is still required. However, shipping will not be necessary. Instead, the device should be zero-touch configured and set up at the office so it is ready for them upon arrival.
Please ensure you refer to the onboarding form for accurate guidance regarding device requirements. For guidance on zero-touch configuration, please reference the SOPs available for both Mac devices and Lenovo PCs. Additionally, consult the UPS SOP for detailed instructions on packaging and shipping equipment when necessary.
After completing the Zero Touch process please follow the instructions below to wrap up the Onboarding process
MAC:
Meeting with the User
Lenovo:
Meeting with the user
Mac Zero Touch:
Standards and Procedures
This guide outlines the step-by-step process for setting up a Mac, starting with the standard purchase order workflow. Along the way, additional steps or alternate paths will be provided for scenarios such as:
Macs that have already been pre-registered
Macs not automatically enrolling as expected (a rare but possible case)
For a typical MAC, specs should be as such:
16GB RAM
1TB SSD
MacBook Air
Latest M series
Anything lower than these shouldn't be given to end users
Step 1: Resetting Device
Depending on the Mac you're working with—whether it's a newly purchased device that's automatically enrolled into MDM, or an existing Mac previously assigned to a former user—you'll need to start by performing a zero-touch reset of the device.
Power Off the Mac
Begin by shutting down the Mac completely.
Enter Recovery Mode
Press and hold the power button until you see the startup options screen.
From here, select "Options" and click "Continue".
Erase the Hard Drive
In the macOS Utilities window, choose Disk Utility.
From there, select the internal hard drive (usually labeled “Macintosh HD”), click Erase, and follow the prompts.
Note:
If you're working with a previously used Mac, you may be prompted to enter a FileVault recovery key before erasing the drive.
This key can be retrieved by locating the device in Mosyle under the device’s details.
Connect to a Network
After the device restarts, you’ll be prompted to select a network. At this point, you can either:
Connect to Wi-Fi
For example, use:
Network Name: FrontRowGroup
Password: #1Marketplace
Or connect via Ethernet if available, for a faster and more stable connection.
Reinstall macOS
Once connected to the internet, proceed with reinstalling the operating system:
From the macOS Utilities window, select Reinstall macOS and click Continue.
Follow the on-screen instructions to complete the installation.
Step 2: Enrollment and set up
MAC Setup Screen
After the device has been reset and restarted, you’ll be brought to the macOS setup screen. Please proceed as follows:
Skip any optional setup prompts such as Apple ID, Siri, Screen Time, and similar features that aren’t required for deployment, enrollments such as this will affect MDM enrollment and cause issues later down the road with the device.
Note:
For Devices Not Automatically Enrolled:
If the device isn’t enrolled in MDM, you’ll need to use Apple Configurator on your iPhone to initiate manual enrollment.
Launch Apple Configurator at the beginning of the setup process, and follow the steps to pair the Mac.
Once you reach the local user creation, create a local admin account using the following credentials:
Username: fortadmin
Password: temp@12345
Log in to the Device
Use the fortadmin credentials:
Username: fortadmin
Password: temp@12345
Install Required Apps & Updates:
Open Self Service from the Applications folder.
Download any apps required for the user.
Run any available macOS updates to ensure the system is up to date.
Create Standard Local User:
Go to System Settings Users & Groups.
Add a new user with the following details:
Account Type: Standard
Full Name: (Name of the person receiving the Mac)
Password: Temp@12345
Note:
Manual MDM Enrollment (If Apple Configurator Was Used)
If the device was not auto-enrolled and required Apple Configurator:
Open Safari and go to:
https://join.mosyle.com/?account=fortressbrand
This will download the MDM profiles.
Go to System Settings Profiles, and install the downloaded profile to complete the MDM enrollment process.
Continue with the previous steps
Step 3: Finalization
1. Local Account
Log Out of the Admin Account
Once setup is complete and the local user account has been created, log out of the fortadmin account.
Switch to the Local User Account
On the login screen, click “Sign in with Google”.
Then click the person icon in the top-right corner to switch to local login.
Sign in using the local account you just created (the one named after the user with the Temp@12345 password).
Install Remaining Apps
Open Self Service and download any apps that may not have been installed during initial setup.
(Some apps are user-specific and don’t install universally.(ex. Slack))
Prepare for User Handoff
Once setup is confirmed, sign out of the local user account.
The device is now ready for the user to log in using their Google credentials via the Google Sign-In option on the login screen.
For Onboarding purposes after the device is ready for the User they will be shipped unless they are in the NY Office (in person), if they are remote or West Coast you will need to proceed to the UPS page.
Lenovo Zero Touch
Standards and Procedures
Unlike Macs, Lenovo devices do not support automatic enrollment into a device management system. When receiving a Lenovo device, there are typically two scenarios:
New Device – Fresh out of the box, ready for initial setup.
Used Device – Previously assigned to another user and may have BitLocker encryption enabled to protect the contents of the hard drive.
Both scenarios require different considerations during setup, and this guide will walk through the necessary steps to get the device properly prepared for its next user.
For a Lenovo device it is similar to a MAC's base specs; specs should be as such:
32GB RAM
1TB SSD
Windows 11 Pro
Latest Lenovo Series
Step 1: Entering Recovery Mode
The process will vary slightly depending on whether your Lenovo laptop is new or used. Once you receive the device, you'll want to power it off and then enter recovery mode. This can be done in several ways:
Methods to Enter Recovery Mode on a Lenovo Laptop:
Using the Novo Button (if available):
Power off the laptop.
Look for a small pinhole labeled Novo (usually near the power button or on the side).
Use a paperclip to press the Novo button.
The laptop will power on and display the Novo Button Menu.
Select System Recovery from the menu.
Via Keyboard Shortcut (for laptops without a Novo button):
Turn off the laptop.
Press and hold F11 (or sometimes F8 or Shift + F8, depending on the model) while turning it back on.
This should bring up the recovery environment.
From Windows (if the laptop is operational):
Click Start Settings System Recovery.
Under “Advanced startup,” click Restart now.
Select Troubleshoot Reset this PC or Advanced options.
Using a Bootable USB Recovery Drive (rare use case):
This method is typically not needed unless the operating system is severely corrupted or unbootable, which is uncommon.
If necessary, insert a bootable recovery USB.
Power on the laptop and press F12 to access the boot menu.
Select the USB device to boot into recovery tools.
Forced Entry:
This is another method to enter Recovery Mode but it isn't recommended unless all other methods are either not working or just simply not feasible during the current time of Zero Touch.
Turn off the PC
Turn on the pc but quickly turn it off after it flashes on
Repeat this step 3 times in total
Again doing this will enter you in Recovery Mode but may affect your device in the process please pay note next time you are Zero touching your Lenovo Device.
Step 2: Resetting Device
Once you’ve entered Recovery Mode (via Novo Button, F11, or another method), you’ll see a blue screen with a few options. Follow these steps:
On the "Choose an Option" screen, select Troubleshoot.
Then select Reset this PC.
Note: If BitLocker is enabled, you may be prompted with the following screen:
BitLocker Recovery
Shows a Recovery Key ID
Lists a Drive label (e.g., C:)
Provides a Microsoft recovery link (https://aka.ms/myrecoverykey)
⚠️ Since this is an offboarding device, you will not have the original user credentials—you won't be able to access their Microsoft account to retrieve the recovery key via the usual end-user method.
log in to the Microsoft Entra Admin Center
Visit: https://entra.microsoft.com
Navigate to:
Devices All Devices
Use the device name or the Drive label (from the BitLocker screen) to search for the correct device
Click on the device entry to view details
Locate and click on the BitLocker Keys section/tab
Find the Recovery Key that matches the Key ID from the BitLocker screen
Copy the key and enter it into the BitLocker prompt on the device
After the Device is unlocked you can continue with thy
Choose one of the two options:
Remove everything – Fully wipes the laptop and reinstalls Windows.
Follow the on-screen instructions to complete the reset.
Step 3: Device Set-Up
Once the reset is complete, follow the standard setup process. The device will likely download and install several updates—this is normal.
However, do not sign in with a Microsoft account or set up any cloud-based services during the process. Just like with Macs, we want to avoid linking the device to any personal or work accounts at this stage.
When prompted to sign in or set up with Microsoft, skip all Microsoft account login or setup screens.
When you reach the account creation screen:
Click on "Set up for work or school"
Then click "I don’t have a Microsoft account"
This will let you create a local user account
Enter the following credentials:
Username: FRadmin
Password: Temp@12345
When asked to set up security questions, use the following answers:
T
...
5
Step 4: Device Finalization
Once you're logged into the local admin account, continue with the following steps:
1. Install Windows & Lenovo Updates
Open Settings Windows Update and install all available updates.
Open Lenovo Vantage (or Lenovo Commercial Vantage, depending on the device) to check for:
BIOS updates
Driver updates
Firmware patches
Note: This process may require at least one restart, sometimes two, depending on the updates applied.
2. Remove Bloatware (If Present)
Check Add or Remove Programs for unwanted software such as:
McAfee (common on older Lenovo models)
Trialware or pre-installed games
Note: Most newer Lenovo devices won’t have McAfee or other bloatware after a factory reset, but it’s still good practice to double-check.
3. Create Additional Admin Accounts
Create two more local admin accounts as part of the standard setup.
Make a note to:
Go to Settings Accounts Other Users
Click Add someone else to this PC
Select "I don’t have this person’s sign-in information"
Create a local user and assign them Administrator privileges:
Fortadmin
Temp@12345
Itadmin
Recruit@123
4. Add End-User Account (If Applicable)
If the device is already assigned to a user, create a local account for them at this stage with the password *Temp@12345*.
If the device is unassigned, create only the two admin accounts and leave user setup for later.
MacBook/Lenovo Shipment via UPS:
Step 1: Create UPS Shipment
Go to UPS.com and login
Navigate to "SHIPPING" - "CREATE A SHIPMENT".
Step 2: Enter Sender Information
Edit the default address.
Enter the following sender information:
Company Name: Front Row Group
Contact Name: [YOUR NAME]
Email: [YOUR EMAIL]
Phone: [YOUR PHONE]
Click "send email".
Hit “Continue” and under ”Where is your shipment going?”
Fill in all missing areas with the recipient's information.
Company Name: Front Row Group
If this is sent to a remote user’s home select residential area
Step 3: Packaging Details
Specify packaging details:
Weight: 10-12 lbs
Content: MacBook/Lenovo
Box Size: [Determine appropriate box size]
Package value is around 800$
Select “Signature options” - “Signature required”
Step 4: Shipment Timing
Select the drop off date (typically same day)
Pick the longest time for the package to arrive unless it’s an immediate delivery needed, typically two days before onboarding
Write down “Used laptop” for the contents of the package and continue towards payment
Step 5: Label Printing
After confirming shipment details, print the shipping label.
Securely attach the label to the box.
Step 6: UPS Drop-off and Receipt
Take the packaged device to the UPS store.
Obtain a receipt for the shipment.
Step 7: Receipt Filing
At UPS.com, go to "profile" then "shipping history".
Locate the shipment and click the three dots.
Save the receipt as a PDF file.
Name the PDF file including the recipient's name.
Upload the PDF file to the "Invoices" folder in the designated Google Drive.
Group Administration
This SOP outlines the procedure for managing user memberships and access settings for existing Google Groups in Google Workspace.
Prerequisites
Admin account with the necessary permissions (at least Groups Admin role).
Authorized request (i.e., ticket from group owner or manager, or their manager approval).
Step-by-Step Instructions
Log into Google Admin Console: https://admin.google.com
Use the search bar to locate the desired group by name or email address.
1. Managing Group Memberships
Add a Member
Click Add Members from the left-hand menu.
Enter the user’s or groups email address.
Click Add to group.
Remove a Member
In the Members list, find the user.
Hover over the user and you will see Remove on the right-hand side
Click Remove member to confirm
Notes
We would prefer that group memberships are managed by the Owner and/or Manager of the group, so if neither has been assigned request this information via ticket/message and assign accordingly. Member role can be changed in the Members view from the Role dropdown and then clicking Save in bottom.
2. Managing Access Settings
Edit Group Access Settings
In the group page, go to Access Settings.
Adjust the following based on policy or request:
Who can contact group owners
Who can view conversations
Who can post
Who can view members
Who can manage members
Click Save after making changes.
Default for the groups currently is the following (read from left to right, always including the previous access):
Who can contact group owners: External
Who can view conversations: Group Members
Who can post: External
Who can view members: Group Members
Who can manage members: Group Managers
Post-Change Checklist
✅ Confirm changes with group owner/requestor.
✅ Update the support ticket and internal documentation.
✅ Ensure group settings comply with organizational policies.
User Administration - Password Reset
This SOP outlines the procedure for authorized IT personnel to reset user passwords in Google Workspace.
Prerequisites
Active IT admin account with appropriate permissions (at least User Management Admin role in Google Workspace Admin Console).
User verification, ensure request is legitimate and documented via ticketing system. If request is made on Slack, ask the user to open a ticket first.
Step-by-Step Instructions
Log into Google Admin Console: https://admin.google.com
Use the search bar at the top to enter the user's name or email address.
Click on the correct user from the search results.
On the user’s account page, click the Reset Password button.
Select Create password and use a variation of Temp@12345, adding more numbers if the previous password has already been used. Check “Ask user to change password when they next sign in” to make sure that the user is prompted to change the temporary password upon signing in.
Click Reset
Share the new password to the user via Slack, ticket or any other secure communication method.
Post-Reset Checklist
✅ Confirm the user can sign in.
✅ Close the support ticket with resolution details.
Mosyle Orientation - Read-Only Access
To guide newly onboarded IT team members in exploring and familiarizing themselves with the Mosyle MDM platform using read-only access, without performing any changes to configurations or devices.
Scope
This SOP applies to IT personnel who have been provisioned read-only access to the Mosyle MDM system.
Objectives
Understand the layout and structure of Mosyle’s dashboard.
Learn about key features such as device inventory, profiles, and policies.
Begin building familiarity with Apple device management workflows and best practices.
Step-by-Step Instructions
1. Log into Mosyle MDM
Go to: https://manager.mosyle.com
Sign in using your Mosyle credentials provided by the IT lead.
2. Explore the Dashboard
Review the main dashboard to get a high-level overview of enrolled devices and platform features.
While you do only have Read-only access, DO NOT click any options that could initiate actions (e.g., “Install,” “Wipe,” or “Push”).
3. Review the Device Inventory
Navigate to Management to view enrolled Apple devices.
Familiarize yourself with available data such as device name, OS version, serial number, assignment and current console user.
4. Explore Profiles & Security Policies
Go to Management Management Profiles to see how settings are applied to groups of devices.
Open Security to observe how apps, restrictions, and other controls are assigned.
Do's and Don'ts
✅ Do:
Take notes and explore different sections freely.
Ask questions if something is unclear.
Refer to internal documentation or training materials if available.
❌ Don’t:
Attempt to push changes, deploy apps, or remove profiles.
Modify any settings, even if they appear accessible.
Share screenshots or data outside the IT team without approval.
Next Steps
Schedule a check-in with your IT mentor or team lead after your initial walkthrough to discuss observations and clarify questions.
Atera Ticketing System Orientation - Read-Only Access
Purpose
This SOP provides step-by-step guidance for IT team members with read-only access to Atera’s ticketing system, ensuring they understand how to navigate and retrieve information without making changes.
Scope
Applies to IT staff with view-only permissions in Atera.
Access Level
✅ View all tickets
❌ No ticket creation, editing, commenting, or status changes
Step-by-Step Instructions
1. Log In to Atera
Go to: https://app.atera.com
Enter your company email and password. If you're logging in for the first time, use the temporary credentials provided for you.
2. Familiarize Yourself with the Dashboard
Once logged in:
You’ll land on the Dashboard.
You’ll see metrics like ticket volume, system health, and active agents.
As a read-only user, your view is limited to monitoring only — no actions can be taken.
3. Access the Ticketing Section
From the left-hand menu, click **Tickets**.
Use filters to narrow down by:
Status (Open, Pending, On Hold, Closed)
Technician
Customer or Site
Date Range
Add Waiting for Technician Response and Waiting for Client Response Statuses so that you can also see tickets that are currently being worked on.
💡 Use the Search bar to look up tickets by keyword, ticket ID, or requester.
4. View Ticket Details
Click any ticket to view:
Subject, description and communication with the recipient
Ticket status and priority
Technician assigned
Time entries and comments
Attachments (if applicable)
Read-only users can view everything but not modify any fields.
5. Access the Devices Section
While less used than Mosyle MDM or Intune, the Atera Agent is still installed on some devices and their information can be viewed in this section.
Make sure that Front Row Group and FR West are selected as the clients in the drop-down menu on right.
Click the device name of any device to view its details, such as Alert status, Patching status and overall device information.
🚫 Important Limitations
Do not attempt to edit, comment, or change ticket status.
You cannot assign or escalate tickets.
Avoid sharing ticket content outside of authorized channels unless approved.
✅ Confirmation
Once you’ve reviewed and logged in successfully:
Reach out to your team lead confirming access.
Let them know if anything is unclear or access is incomplete.
PII Cybersecurity Training (End User Role)
Purpose
To outline the onboarding process and required training for newly onboarded IT team members who have been granted access to the PII Protect cybersecurity training platform.
Scope
This SOP applies to all new IT personnel with access to PII Protect and responsible for supporting or monitoring sensitive data protection and cybersecurity compliance. This will also be the experience regular users in the organization will have then using the platform.
Procedure
1. Access Provisioning
Upon joining the team, access to PII Protect will be provisioned using your @frontrowgroup.com email address with Google SSO.
2. Mandatory Training Requirements
The following training modules must be completed within the first 30 days of gaining access:
a. 2025 Cybersecurity Training
Agent Josh Coyle goes undercover at a scam center. He must pull from his cybersecurity training with Agent Reyes to expose the operation before his cover is blown.
b. Artificial Intelligence Training Modules
Artificial Intelligence (AI) Fundamentals: A comprehensive introduction to Artificial Intelligence (AI), concentrating on using generative AI and chatbots to be more productive, both at work and at home.
Artificial Intelligence (AI) Cybersecurity Training: An in-depth overview of how Artificial Intelligence (AI) serves as both a tool and a threat in the cybersecurity landscape.
3. Upcoming Micro Training Participation
Team members should be prepared to participate in short, focused **micro training sessions** delivered weekly or bi-weekly.
Attendance is mandatory unless otherwise approved by your supervisor.
4. Progress Tracking
Training progress will be monitored through PII Protect's built-in training tracker.
Best Practices
Block time in your calendar for training early in your first two weeks.
If you experience issues accessing a training module, report it immediately to the IT team.
Engage with micro training sessions — they’re often built on live data and current threats.
Treat all simulated environments as if they were live data.
Amazon Orders
Purpose
To define the procedure for newly onboarded IT personnel who have been granted access to use the company credit card to purchase IT equipment from Amazon, in response to internal user requests.
Scope
This procedure applies to all IT team members responsible for fulfilling user requests for IT equipment using the company credit card.
Procedure
1. Receive Request via Internal Ticketing System
All IT equipment purchase requests must be submitted through the internal ticketing system.
Requests submitted via email, chat, or in person need to be redirected to the ticketing system.
2. Review the Request
Confirm the details of the requested item(s).
Ensure the request includes:
Item name or description
Quantity
Link (if applicable)
Justification for the item (optional but helpful)
If any requested item is not available, ask the user to select a replacement
3. Check Cost Threshold
If the total cost is $50 or less (before tax/shipping), proceed with the order using the company credit card.
If the total cost exceeds $50, do not proceed until manager approval is received.
4. Requesting Manager Approval (If over $50)
Identify the requestor’s manager using the company directory (Lattice), internal tools or contact senior member of the IT team.
Contact the manager (Slack preferred) and provide:
A brief summary of the request and the name of the person making the request
Total cost estimate
Wait for written approval (Slack confirmation is acceptable) and take a screenshot that includes both your and their message and date/time is possible.
Attach proof of approval to the original ticket.
5. Placing the Order
Use the company Amazon account and company credit card to place the order.
Ensure accurate shipping address (the office or designated home delivery location).
Save the order confirmation and upload it to Google Drive: https://drive.google.com/drive/folders/1BxgGfXvyx-UBXmxERM_J-zotOSFEXfrZ
6. Post-Order Steps
Update the user with:
Estimated delivery date
Any relevant notes
Resolve the ticket
Notes & Best Practices
Always double-check for duplicate requests before ordering.
For recurring or high-volume requests, flag them to your IT lead for bulk ordering.
Don’t store or save credit card information outside the secure system provided.
Escalate any unclear or suspicious requests to your team lead or IT manager.
UPS Shipping
Create UPS Shipment
Go to UPS.com and login
Navigate to "SHIPPING" - "CREATE A SHIPMENT".
Enter Sender Information
Edit the default address.
Enter the following sender information:
Company Name: Front Row Group
Contact Name: [YOUR NAME]
Email: [YOUR EMAIL]
Phone: [YOUR PHONE]
Click "send email".
Hit “Continue” and under ”Where is your shipment going?”
Fill in all missing areas with the recipient's information.
Company Name: Front Row Group
If this is sent to a remote user’s home select residential area
Packaging Details
Specify packaging details:
Weight: 10-12 lbs
Content: MacBook/Lenovo
Box Size: [Determine appropriate box size]
Package value is around 800$
Select “Signature options” - “Signature required”
Shipment Timing
Select the drop off date (typically same day)
Pick the longest time for the package to arrive unless it’s an immediate delivery needed, typically two days before onboarding
Write down “Used laptop” for the contents of the package and continue towards payment
Label Printing
After confirming shipment details, print the shipping label.
Securely attach the label to the box.
UPS Drop-off and Receipt
Take the packaged device to the UPS store.
Obtain a receipt for the shipment.
Receipt Filing
At UPS.com, go to "profile" then "shipping history".
Locate the shipment and click the three dots.
Save the receipt as a PDF file.
Name the PDF file including the recipient's name.
Upload the PDF file to the "Invoices" folder in the designated Google Drive.
Retriever
Purpose
To ensure proper and timely return of company-issued devices using the Retriever platform, for both offboarded users and those receiving replacement devices.
Scope
This SOP applies to all IT team members with access to Retriever.
Procedure
1. Receive Request via Internal Ticketing System
All IT equipment requests **must be submitted through the internal ticketing system**.
Requests submitted via email, chat, or in person need to be redirected to the ticketing system.
This is typically for offboarding, and part of the offboarding form
2. In Case of Device Replacement, Receive Approval
Confirm approval of the device replacement with finance and IT
Once approval has been received update the ticket with a screenshot
3. Initiate Device Return:
Sign in to https://app.helloretriever.com with IT Account
Click New device return
Select correct device type and ensure Return is selected
Enter the following employee information:
Name
Email address (personal address if offboarded user)
Address, city, state, country, ZIP code
Select the correct saved office address (New York or San Diego)
Leave rest of the settings default and click Submit device return
✅ Onboarding Checklist:
For simplified onboarding meeting process, please feel free to copy and alter the list of requested accounts and onboarding process steps from below to make sure that no account setup is missed during the onboarding process.
OB Template
✅ Before the Meeting
Prep work you should complete ahead of time or keep ready for onboarding.
[❌] Confirm device is assigned and prepared for the user
[❌] Ensure user’s Google Workspace account is active
[❌] Prepare email invitations for apps that require them
[❌] Add user to the onboarding calendar invite with video link
🧑💻 Device Setup (First Step in Meeting)
Start with the device login and browser setup before jumping into app access.
[❌] Sign in using the local user account (verify it's correct via Mosyle)
[❌] Open Chrome and sign in with Google account
[❌] Verify Chrome sync is turned on
🔐 Security & Compliance
Get Google MFA done early, explain security tools and expectations.
[❌] Enable MFA on Google (do this first!)
[❌] Verify MFA setup in Google Admin
[❌] Explain PII Protect (Email invite, Managed Bookmark)
[❌] Explain Self-Service and Admin On-Demand features
[❌] Remind user to review and complete the IT Security Policy Agreement PDF (sent via email)
📦 Account Setup & Access
Walk through login or invite-based access for core tools.
Email Invitations (User will receive an invite)
[❌] ChatGPT (New York only)
[❌] Asana (Project Management tool)
[❌] Harvest (Timesheet)
[❌] Berrycast (Video Recording)
[❌] 1Password (password vault)
[❌] Dropbox ()
[❌] Catapult
App-Based Login (No invite needed, just sign in)
[❌] Slack
[❌] Zoom
[❌] Office 365
[❌] Adobe
Manual / Unclear Setup (Check with user or IT team)
[❌] Rhino 8
[❌] KeyShot Studio
[❌] Figma (sign in/make account)
Other Tools / Links
[❌] Sinology Access – Provided via Slack (username & password)
[❌] S&D team
[❌] TP Cloud
[❌] TP Video
[❌] Wiki – Group Wiki Link (Managed Bookmark in Chrome)
[❌] For West Coast users only: Confirm Google Drive is installed and that "FR West" shared drive appears in Finder
[❌] For East Coast Users only: Open AI invitation
Wrap-Up During the Meeting
Final checks and confirmations before ending the session.
[❌] Verify access to all requested accounts
[❌] Ask if user has any remaining questions or issues
[❌] Confirm understanding of tools and support resources
🔄 After the Meeting
Your post-onboarding follow-ups.
[❌] Move the user to the correct Organizational Unit (OU) in Google Admin
Offboarding Process
Offboarding ticket
The offboarding ticket will be very clear, but the following segments are the most important parts of it.
Note: the form information is also sent to FR EU so that they can remove users from their systems. This is automatically managed by a script under the IT account.
1. Employee Last Day
This is the last working day of the user.
2. Day IT offboards user
This is the day the user account needs to be offboarded (suspended/deactivated)
3. User access suspension
This is the most important thing: when does the account need to be suspended.
By and large this will be EOD 5PM EST, so just suspend the account at that time, but in case it is marked as immediate, the dates above should reflect that. 5PM PST for San Diego.
If you are not actually working in EST or PST yourself, do make absolutely sure that you know what time it is.
4. Manager email for Google Drive ownership transfer
Google Drive data will need to be migrated when offboarding an user.
5. Apps - Google Workspace - Settings for Drive and Docs - Transfer ownership: https://admin.google.com/ac/drive/transferownership
6. Enter From user and To user. From will be the employee, To will be the manager listed in the offboarding form.
The migration will create a folder named after the user's email address in the recipients Google Drive, and if necessary this action can be done multiple times to different recipients - these actions just cannot be simultaneous.
5. Manager email for email delegation
See SOP "Google Workspace - Delegating Gmail Access": https://intelligentitinnyc.sharepoint.com/:w:/s/IntelligentITNYC2/EaUh-213D-RCnJzruHYIxVQBkQJeeqys0lwUpZMDb780ZQ?e=5R0OBK
There is also possibility for the manager needing access to the email/Google account itself. While not standard practice, do the following to grant the access:
Go to https://admin.google.com and look up the user account
Move the user to Organizational Unit without MFA requirement, such as MFA exception or Onboarding
Reset password to a temporary one
Go to Security - 2-step verification - turn off
Click on Login challenge and reset the challenge for 10 minutes to allow for the manager to sign in and set-up new password (and MFA)
6. Suspension of user accounts and removal of licenses
While we do use SSO for signing in to some accounts (e.g., Slack, 1Password, PII Protect), meaning the access will be suspended once the Google account gets suspended, we still want to make sure that the actual accounts get suspended/removed as well. Refer to the onboarding document to see what the user has been granted access to.
For Zoom you will want to remove any license from the user and deactivate the account: https://zoom.us/account/user
For Microsoft / 365 you will want to remove any license from the user, the account will be automatically suspended: https://admin.microsoft.com/#/users
For Harvest, Archive the user: https://fortressbrand.harvestapp.com/team
Asana will be a little different, as we need to transfer any potentially unfinished tasks to the manager:
Go to https://app.asana.com/admin/
Search for the user to be suspended
Click on three dots to Show options
Click Remove
Leave Create a new project for X's tasks checked
Change Assign project ownership to the manager outlined before
Leave Include completed tasks unchecked
Click Remove member
7. Remove user from email groups
Self-explanatory, just easy to miss. Go to Google Admin and remove any non-dynamic groups from the user.
8. Move Google Drive Onboarding Folder
We need to move the corresponding folder from Onboarding to Offboarding on Google Drive.
New York: https://drive.google.com/drive/folders/1fGmDsAHIaO6o0sG2_NkypTcDjISnyOwr
San Diego: https://drive.google.com/drive/folders/1e49zlH0zrMKmz20389_WCPxsWZZHvOtq
Data from computers will be uploaded to Google Drive, and should a manager request access they can be granted it like you normally would.
1Password:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://admin.google.com
Search for group "1Password SCIM"
Add user to the group, 1Password account will be automatically created
5. Manage Access in 1Password
Sign in to https://frontrowgroup.1password.com
Open Groups and search for the group(s) the user needs access to
Click Manage on top of the user list
Search for the user, tick checkbox and click Update Group Members
Adobe:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://adminconsole.adobe.com
Select the correct workspace (East Coast or West Coast) from top right
Click Users Add users
Fill in email, click down arrow and select Add as a new user
Fill in first and last name
Optional: assign requested license(s)
Asana:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to Asana Admin: https://app.asana.com/admin
Click Members
Click Invite members
Add the email address of the user
Select "Front Row US Onboarding" in Add to team
Click Send
Berrycast:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://www.berrycast.com/account/management
Click Invite Teammates
Enter first name, last name and email address
Click Send Invitation
Catapult:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to Catapult with the IT Account: https://portal.fortressbrand.com
Bottom left click User Invite Client
Set Client Organization to Fortress Brand, input full name of the user and their email
Click Send Invite To Client
DropBox:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://www.dropbox.com/team/admin/dashboard
Click Invite members
Add email of the user, click Invite
Figma:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://www.figma.com with IT Admin account
2. Enter Group admin panel
3. Select People Invite users
4. Input the email and click Send invite
Note: any license will need to be assigned after the user account has been set up by the end user.
Google Workspace:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Guide
Please refer to the Full Onboarding Workflow, which covers the whole onboarding setup from end to finish.
Group Wiki (Front Row):
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to Entra: https://entra.microsoft.com
Make sure that you are in the frontrowgroup.de directory
Click your user icon in top right
Click Switch directory
Make sure that Domain: frontrowgroup.de has green checkmark and says Current
Navigate to Users All users
Click + New user Invite external user
Fill in email and full name
Click Review + invite
Click Invite
Harvest:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://fortressbrand.harvestapp.com/team with IT Account
Click Invite person
Fill Fist name, Last name and Work email, click Invite and continue
Skip assigning projects and save
KeyShot Studio:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
KeyShot license keys will be delivered directly to the user, who will then activate the key with their KeyShot account during KeyShot installation.
Sign in to https://account.keyshot.com with it@weareschoolhouse.com
Go to Subscriptions & Billing
Click the three dots and select Seats to see the license key
Microsoft Office License Management:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Note: If the user has/is requested a Windows device we need to assign Microsoft 365 Business Premium regardless of what was requested, as their device needs to be added to Intune.
Sign in to 365 Admin Center: https://admin.microsoft.com
Select Users Active users
Search for the user and open their profile blade
Click Licenses and apps
Assign required license and click Save changes
NordLayer:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://cp.nordlayer.com
Click Invite new member
Input their email address and assign to correct team (likely Dev Team)
Click Send invitations
Rhino 8:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Rhino license keys will be delivered directly to the user, who will then activate the key with their account during Rhino installation.
Sign in to https://www.rhino3d.com/my-account with IT Account
Go to Licenses and select the correct team
Click Manage Team Invite Members enter their email address and click Send
Reference
Rhino Licensing: https://www.rhino3d.com/features/administration/licensing/
Rhino Sales contact: Jody Mills - jody@mcneel.com / sales.na@mcneel.com
Slack:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Guide
Slack access and suspension is automatically managed based on the account status in Google Workspace.
Snowflake:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://admin.google.com
Search for group named "Snowflake"
Add user to the group, this is required for the SAML integration to work
Sign in to https://app.snowflake.com/gpvqmwf/qjb62085
Go to Admin Users & Roles
Click +User on top right
Fill in the following:
User name (use the email login)
Password (refer to Snowflake user credentials document, this password should not be shared to the user)
Login name (full Front Row email address)
Display name (first and last)
First name
Last name
Set Default Warehouse to FR_WH
Open the newly created user profile and assign requested roles and privileges
Synology Access:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Identify the requested Synology access:
S&D team: https://itschoolhouse.us3.quickconnect.to
TPCloud: https://frwcloud.us2.quickconnect.too
TPVideo: https://frwvideo.us2.quickconnect.to
All Synology servers have the same user interface, so follow the steps below:
Open the correct URL
Sign in with your admin credentials
Open Control Panel
Open User & Group
Click Create
Enter the following information:
Name - use email ID without @frontrowgroup.com
Email - full email address
Password - Temp@12345
Confirm password - Temp@12345
7. Click Next through the user creation, default settings will work for regular user access
Zoom:
1. Purpose
To outline a standardized process for the creation of user accounts for internal and external services requested by managers or departments, ensuring consistency, security, and compliance.
2. Scope
This SOP applies to the IT team members responsible for provisioning user accounts in applications and services.
3. Video Guide
Please refer to the step-by-step Berrycast video walkthrough:
🔗 **[Link to the Video Guide]**
4. Step-by-Step Instructions
Sign in to https://zoom.us
Go to Admin User Management Users
Click +Add Users
Enter the email address of the user, and if required assign Zoom Workplace license to lift the 40 minute meeting host limitation
Click Add
Auditing:
Google Groups-
Purpose:
To verify that members in specified Google Groups match the expected list of users in a reference spreadsheet.
Scope:
Applies to all Google Groups designated for periodic audit by the IT team.
Currently the following Google Groups need to be audited bi-weekly:
Fortress Fam (Team@fortressbrand.com)
US Agency (agencyus@frontrowgroup.com)
NYC Front Row Employees (nycfrontrow@frontrowgroup.com)
Reference: iT's Distro Group Legend: https://docs.google.com/spreadsheets/d/1QW_gibSIY8TAuWV2mawfoudRNgSra4xDPRY486RMCNc
Audit Google Distro Groups: https://docs.google.com/spreadsheets/d/1C_4Arw-xY0ExqWOcXKy-e5_E7qcOuAmu9ggnick-V4w
Step-by-Step Audit Process
1. Access and Export Each Google Group
Go to the Google Admin Console: https://admin.google.com
Navigate to Directory Groups.
For each specified group:
Click the group name to open its details.
Click Members to view current group membership.
Click Download members, select All columns and use Google Sheets as the format
2. Open the Reference Spreadsheet
Locate the spreadsheet that contains the expected membership list for each group.
Confirm you're working with the latest approved version and have edit access*
3. Compare Memberships
Identify mismatches:
Users in the Google Group but NOT in the spreadsheet (potential unauthorized access).
Users in the spreadsheet but NOT in the group (potential missing access).
Note discrepancies in a temporary comparison sheet or highlight them directly.
4. Make Required Updates
1. For unauthorized members, consult with the group owner or team lead to confirm removal.
2. For missing users, verify their eligibility and add them via the Admin Console.
Alternate Method: Using a Comparison Script
Run compareAllDistroList() function in Bi-Weekly Distro List Compare: [LINK]
Wait for the execution to finish and consult the output
Make required changes to the groups and/or reference spreadsheet
Intune:
Purpose:
To ensure that all managed devices in Intune are accurately tracked and updated in the IT inventory spreadsheet.
Scope:
Applies to all devices managed through Intune and logged in the internal IT inventory.
Step-by-Step Audit Process
1. Download Device Export from Intune
1. Log in to the Intune Admin Center: https://intune.microsoft.com
2. Navigate to Devices By platform Windows
3. Click export and select Include all inventory data in the exported file
4. Download the compressed CSV
2. Open the IT Inventory Log Spreadsheet
Open the IT Inventory Log v2: https://docs.google.com/spreadsheets/d/1amxb4Y0isTl_jmHvyVsnBpjtsLFy2ogoRM1sdvfQ-Uw
Ensure you have edit access and are viewing the most up-to-date version.
3. Compare Serial Numbers
In the Intune export, identify the column containing device serial numbers.
In the IT inventory spreadsheet, locate the Serial Number column.
Compare the two lists:
Devices in Intune but missing from the inventory sheet should be flagged for addition.
Devices in the inventory but no longer in Intune may need to be removed, archived or reviewed.
4. Make Required Updates
For new devices:
Add serial number, user, assignment date, and any additional details to the inventory.
For removed, outdated or missing devices:
Confirm with IT leads if the device should be removed or marked inactive.
Alternate Method: Using a Comparison Script
1. Upload the CSV to designated Google Drive folder: [LINK]
2. Open the CSV with Google Sheets
3. Open the "IT Inventory Log updater - Windows" Apps Script script: [LINK]
4. Run the script and see the output, new devices will be appended to the Device Report sheet from which they can be directly copied to the Inventory Log in the correct format (paste to Windows tab at the bottom). Devices that are no longer in Intune or have other mismatching information will show up as conflicting and need to be investigated.
Mosyle-
Purpose:
To ensure that all managed devices in Mosyle are accurately tracked and updated in the IT inventory spreadsheet.
Scope:
Applies to all devices managed through Mosyle MDM and logged in the internal IT inventory.
Step-by-Step Audit Process
1. Download Device Export from Mosyle
Log in to the Mosyle Admin Portal: https://mybusiness.mosyle.com
Navigate to Management
Select all devices and click Export Info, download as CSV
You will be emailed a link to download the CSV file form Mosyle
2. Open the IT Inventory Log Spreadsheet
Open the IT Inventory Log v2: https://docs.google.com/spreadsheets/d/1amxb4Y0isTl_jmHvyVsnBpjtsLFy2ogoRM1sdvfQ-Uw
Ensure you have edit access and are viewing the most up-to-date version.
3. Compare Serial Numbers
In the Mosyle export, identify the column containing device serial numbers.
In the IT inventory spreadsheet, locate the Serial Number column.
Compare the two lists:
Devices in Mosyle but missing from the inventory sheet should be flagged for addition.
Devices in the inventory but no longer in Mosyle may need to be removed, archived or reviewed.
4. Make Required Updates
For new devices:
Add serial number, user, assignment date, and any additional details to the inventory.
For removed, outdated or missing devices:
Confirm with IT leads if the device should be removed or marked inactive.
Alternate Method: Using a Comparison Script
Upload the CSV to designated Google Drive folder: [LINK]
Open the CSV with Google Sheets
Open the "IT Inventory Log updater - macOS" Apps Script script: [LINK]
Run the script and see the output, new devices will be appended to the Device Report sheet from which they can be directly copied to the Inventory Log in the correct format (paste to macOS tab at the bottom). Devices that are no longer in Mosyle or have other mismatching information will show up as conflicting and need to be investigated.
---------------------------------------------------------------------------- Onboarding Email Template:
Hi [Employee Name],
Welcome to Front Row Group! We’re excited to have you on board.
We’ve scheduled your IT onboarding meeting for [Insert Date], during which we’ll walk you through everything you need to get started with your technology setup. This includes access to your work-issued email, software tools, and company device. We advise that you wait for iT to schedule an onboard meeting with you and walk you through the process. However if you are not able to wait please make sure you have access to a stable Wifi Signal and your laptop is plugged into power. You may use your Front Row Group email:
firstinitiallastname@fronrowgroup.com
and temporary password: Temp@12345 to log into your machine .
If you're a remote employee: Your company device will be shipped to you. Please keep an eye out for delivery details in your email.
If you'll be in the office on your first day: Your device will be ready for you and handed over during your onboarding session.
During the onboarding, we’ll guide you step-by-step on how to log in, configure, and use all the necessary IT resources.
If you have any questions before then, don’t hesitate to reach out to us at help@frontrowgroup.com — we’re happy to help.
Once again, welcome to the team!
Best regards,
The IT Team
----------------------------------------------------------------------------Link Resources:
Onboarding and Offboarding Forms
Onboarding submission: https://forms.gle/TKhEiRPEGLdp6k6G8
Edit: https://docs.google.com/forms/d/1f8D73W5okSzhL3C7HMdEzuIAGaHNuVVymiILDOwK-6w/edit
Offboarding submission: https://docs.google.com/forms/d/e/1FAIpQLSd94lEfQ_nivoBgPGE-n3OTYayebPCmLmI-br08jplGYCDZQg/viewform
IT Equipment Order Request
Submission: https://docs.google.com/forms/d/e/1FAIpQLSekJDvNJ0I_ltrn6z6rDx7LsqWVi9DOif8VbCUW55-Py48EiA/viewform
IT Incident Form
Submission: https://forms.gle/r1gJenHZXwudv36C8
Edit: https://docs.google.com/forms/d/1IXgS5PhIHVBZXcQPtLrVLeLSrOK-4s4TNj4YqQz4nVo/edit
Custom GPT Agent Request Form
Submission: https://forms.gle/vLPuWgNtJckr2dU8A
Edit: https://docs.google.com/forms/d/1jNbQW5bGR8JH5bYHANeuqFK8pPHS2c53ZfmeBllQh4c/edit
----------------------------------------------------------------------------Everything iT offers clients the client Front Row Group is the example:
Contract Revision Steps
Define Current Scope:
IT Support
1. Remote assistance via remote access
2. SOP creation
3. Help@frontrowgroup.com
4. Support via Slack and Teams support
5. Phone / Video
Security Posture & Policy Development
1. Endpoint & User Security
2. Managed Detection and Response
3. Security Monitoring & Incident Response
4. Network Security
5. SAML, SSO and integration Identity Management
6. Manage and enforce Zero Trust Infrastructure
7. Endpoint Detection Remediations
8. Network Operations Center
9. Security Operations Center
Compliance & Governance
1. Adherence to Security standards NIST, PCI 4.0, SOC, CSI Level Standards when possible
2. Advanced Compliance Reporting
Data usage policy
1. Backup (endpoint/cloud)
2. Data Loss Prevention (DLP)
3. Data retention enforcement
Training
1. Advanced phishing simulation/training
2. Corporate training in standard applications, methodologies, and processes.
Vendor management
1. Managing all technical Vendor relationships relating to IT
2. Vendor negotiations and alignment versus market costs
All existing SD and NY office infrastructure and integrations including
1. Firewalls
2. Access Points
3. Conference Rooms
4. Battery Backup
5. Backup Server
6. Internet Service Provider
National Infrastructure Oversight
1. vCISO
2. Onsite Presence at HQ
3. Business Enablement
4. Project management
5. Cross-Region Alignment
Ai Integration Roadmap
1. Define Ai Corporate Tools
2. Define Ai Corporate Policy
3. Ai Data boundaries, security and usage policy
Acquisition Support (e.g., BPro)
1. Business Impact Analysis (BIA) Systems
2. Integration Planning and Strategy
3. Integration coordination and implementation
Legacy & Foundational Systems Work
Service rendered under this Agreement does not include:
1. Parts, equipment, or software not covered by vendor/manufacturer warranty or support.
2. The cost of any parts, equipment, or shipping charges of any kind.
3. The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind.
4. The cost of any 3rd Party Vendor or Manufacturer Support or Incident Fees of any kind.
5. The cost to bring Client’s environment up to minimum standards required for Service Compliance.
6. Failure due to acts of God, building modifications, power failures or other adverse environmental conditions or factors.
7. Service and repair made necessary by the alteration or modification of equipment other than that authorized by MSP, including
8. alterations, software installations or modifications of equipment made by Client’s employees or anyone other than MSP.
9. Maintenance of Application software packages, whether acquired from MSP or any other source unless as specified in
10. Programming (modification of software code) and program (software) maintenance.
11. Website creation or maintenance.
12. Travel Costs.
If greater than 30 miles outside of pre-established business locales
Only Currently approved location is NYC
13. Specialized Training Services
This includes services like cyber and micro training, backup server support, NAS management, and support in the West Coast office.
Number of users and employees per region and how often it gets re-evaluated.
MSA 161 Users for NYC 93 for Sand Diego - 260 Averaged being billed
This should be evaluated monthly
302 Users in #it-tech-help channel subscribed for support
Line Item Details
Product Services Cyber Security Training Engine
Product Purchase (Atera) product purchase licenses are available in blocks
Services - Project Management
Key functionality
Global initiative
Work with Bjoern
Onsite presence
DMS Flat fee West Coast contribution to their IT expense
We supplement EU and Latin America users as needed.
Office Guest security and support
Clarify Rate Calculation
· How are you currently calculating added charges for new users or devices?
1. Each additional endpoint is calculated at the $234 negotiated discounted rate
· Is there a fixed rate per additional endpoint, or does it vary based on service usage?
1. Fixed Rate per Endpoint, as long as the standard offerings apply. If something different is wanted, this will be clarified by a new MSA.
3. Adjust or Draft a New Agreement
· Any substantial increase or expansion of services must be reflected in writing.
Approval should come from an executive with global/regional sign-off, such as the CEO, CTO, CFO, or their appointed officer.
1. Change Order will be a simple quote outlining preapproved services with a quantity that is to be added to the contract.
2. If there is a change in services, a new Master Services Agreement will need to be signed, and a separate invoice will be presented. Unless all units are updated to include additional services being offered.
3. A decrease in services can be made at the contract renewal date.
· If the scope has changed significantly, we will need to draft a revised agreement or addendum that includes:
· Updated scope of work
· Defined pricing model (flat rate or scalable per device/user)
· Confirmation of service coverage across locations (NY and CA)
Intelligent iT offers Tier 1 onsite presence, Tier 2 onsite presence, and Tier 3 onsite presence for IT support. Intelligent iT is an MSSP.
------------------------------------------------------------------------------------------------------------------ Section 1: Organizational Mission and Culture
Mission Statement: "When preparation meets opportunity"
Core Values:
Diversity & Inclusion: Build belonging and self-improvement.
Community Commitment: Team success uplifts clients and community.
Collaboration: Team-first mindset to tackle complexity.
People-First: Focused on positive individual and corporate impact.
Section 2: Pre-Onboarding Requirements
✅ Signed Offer Letter
✅ Valid Government ID or Passport
✅ Expectations Meeting with Tyler Whittal (90-day review prep)
Section 3: Level 1 Support KPIs
Daily Tasks:
Maintain communal supply of USB-C cables/adapters ("Rule of 5")
General workload support
Support & Troubleshooting:
Password resets
Account lockouts
Zoom Room troubleshooting
Onboarding assistance
Device Management:
iPads, Macs, Lenovo PCs
Zero-touch deployment
Logistics:
UPS shipping
Amazon equipment procurement
Onboarding Flow:
Account creation (Google Admin)
Distro group membership
Licensing
App invites
Zero-touch device prep and shipping
Section 4: Onboarding Steps
Step 1: Intake via Atera/MS Form
Extract data: Name, Address, Phone, Office Location
Step 2: Drive Setup
Create folder: HR Front Row NYC Hiring Onboarding [First Last Onboarding]
Duplicate onboarding form, populate fields
Step 3: Google Account Setup
Google Admin Console Directory Add User
Username: first initial + last name
Password: Temp@12345, Org Unit: Onboarding
Step 4: Distro Groups
Add groups as per form (Google Admin Groups Tab)
Step 5: App Access
Google SSO Apps: Slack, Berrycast
Admin Created: Zoom, Asana, Adobe, Synology (S&D, TPCloud, TPVideo)
Step 6: Device Provisioning
Mac Zero-Touch (Mosyle)
Lenovo Zero-Touch (manual w/ Intune/Entra)
Ship via UPS if Remote/WC (standard label steps)
Section 5: Device Spec Guidelines
Macs:
16GB RAM, 1TB SSD, MacBook Air, latest M series
Lenovo:
32GB RAM, 1TB SSD, Windows 11 Pro
Section 6: Final Onboarding Session Checklist
✅ Device login verified
✅ Chrome + Sync
✅ Google MFA configured
✅ PII Protect explained
✅ Slack/Zoom/Asana access
✅ Synology + Google Drive
✅ Org Unit moved
Section 7: Support Systems Orientation (Internal IT)
Mosyle (Read-Only): Inventory, profiles, policy exploration
Atera (Read-Only): View tickets, status, and device info
PII Protect: Complete core and AI cybersecurity training modules within 30 days
Section 8: Procurement & Shipping SOPs
Amazon Orders:
$50 needs Slack/manager approval w/ screenshot
UPS Shipments:
Label: 10-12 lbs, Mac/Lenovo, $800 declared value, signature required
Retriever:
Used for offboarding or replacement collections
Section 9: Account/App Creation References
Standard walkthroughs available for:
1Password, Adobe, Asana, Berrycast, Dropbox, Figma, Keyshot, Rhino, MS365, NordLayer, Snowflake, Synology, Zoom
All accounts use either:
Google Admin SCIM Group Assignment
Application-specific admin panels
Section 10: Offboarding Summary
✅ Account Suspension 5PM EST/PST
✅ Email and Drive delegation to manager
✅ License reclamation
✅ Zoom/MS/Asana/Harvest account deactivation
✅ Offboarding folder moved (NYC/San Diego)
SOP: Aruba AP Logging to Visual Syslog Server (Windows Host)
Purpose
To configure Aruba access points in Aruba Central to forward syslog data to a local Visual Syslog Server instance for live log monitoring and diagnostics.
Prerequisites
Admin access to Aruba Central
Windows PC on same subnet as AP
Visual Syslog Server installed
Syslog port (UDP/TCP 514) not blocked by local firewall or network ACLs
Procedure
🔧 Step 1: Disable Windows Firewall Temporarily
Ensure local firewall isn’t blocking UDP/TCP port 514:
powershell
CopyEdit
netsh advfirewall set allprofiles state off
⚠️ Re-enable after testing if required by compliance
🌐 Step 2: Record Host IP Address
Open Command Prompt:
cmd
CopyEdit
ipconfig
Note the active IPv4 address (e.g., 192.168.1.10)
🛠️ Step 3: Aruba Central Configuration
Log into Aruba Central
Navigate to the correct Group (e.g., 5 Crosby 2025)
Go to Devices
Click the Gear icon (⚙️) in the top-right to access Config
In the left panel:
Expand System
If System is not visible, click "Show Advanced Options" first
Expand the Logging section
📝 Step 4: Enter Syslog Target
In the Syslog Server IP field:
Enter the IP address of the Windows PC running Visual Syslog Server
For multiple destinations, separate with commas:
CopyEdit
192.168.1.10,192.168.1.11
Click Save & Apply
💻 Step 5: Install Visual Syslog Server
Download latest version:
https://github.com/MaxBelkov/visualsyslog
Confirm .exe link from the README.md
Install using default settings
⚙️ Step 6: Configure Visual Syslog Server
Launch Visual Syslog Server
Click Setup (top left)
Under UDP Listener and TCP Listener:
Enable both checkboxes
Set IP: 0.0.0.0
Set Port: 514
Save settings and start the listener
✅ Step 7: Validate Log Reception
Confirm real-time logs appear in Visual Syslog window
If no data:
Re-check IP and port config
Reboot the Aruba AP
Confirm Aruba config has been pushed
Now try to access Catapult!
📝 Submitting a Special Device Request
Form is for user who request any device in general but especially for users who need special devices if they aren't requesting a device send them to the IT equipment form
Go to the request form:
🔗 Submit your request here
What to include:
Device type & model you want
Required specs (RAM, storage, screen size, etc.)
What work/project the device is for (justification for request)
Manager approval
💻 Front Row’s Device Standards
Device Minimum Specs:
Windows - 32GB RAM / 1TB SSD
Mac - 16GB RAM / 1TB SSD
Phone - 8GB RAM / 1TB Storage
Tablet - 8GB RAM / 1TB Storage
Note:
Devices over $500 must be approved by Finance
If the request exceeds standards, justification is needed . Example: 64GB RAM for heavy video editing is reasonable; 64GB RAM for spreadsheets? Not so much.
If It’s Approved
We’ll move forward with procurement once your manager/finance signs off and the need is validated.
IIf It’s Not Approved
You’ll still receive a standard-issue device that meets all approved Front Row workflows. If your needs change, we can revisit it.
🚀 Front Row Group – New Hire Onboarding Guide for Managers
This guide breaks down what to expect when onboarding a new team member, without needing to handle the technical stuff yourself.
⏳ Minimum Notice Requirements
To ensure a smooth start:
7 business days’ notice is required if a device needs to be shipped
3 business days’ notice is fine if no hardware is needed (e.g., in-office hires or device already issued)
📝 Submit your request via the Onboarding Form.
🛠️ Onboarding Workflow: Step-by-Step
✅ Onboarding Form Submitted
You (or HR) fill out the onboarding form with start date, role, and needs.
👤 Account Creation Begins
IT creates the new hire’s Google Workspace and Microsoft 365 accounts.
📩 Software Access Provisioned
Invitations are sent for required apps like Slack, Asana, Zoom, Harvest, etc.
💻 Device Configuration (If Applicable)
MacBooks are pre-configured via zero-touch enrollment (Mosyle MDM)
Security updates and core applications are installed automatically
Device is enrolled and checked for compliance
📦 Device Packaged & Shipped (if needed)
Labeled, tracked, and set to arrive by the start date
🔍 Account Integrity Check
IT confirms all systems are accessible and functioning correctly
📧 Credentials Sent to New Hire + You
Login instructions and welcome info are shared with both the new hire and their manager
📅 Onboarding Meeting Scheduled
A virtual walkthrough or Day 1 session is booked (manager is cc’d)
🤝 HR & IT Sync
Ensures benefits, docs, and system access are ready
🎉 Day One Begins
As of 6/5/2025 Here is the list of Hierarchy in all of Front Row Group:
Name
Department
Manager
Abby BishopAccount Director, Brand Strategy
Account Management: MP
Alex Carmody
Adam FurmanVP
Revenue & Marketing: MP
Matt Beer
Adam VanBaaleDirector, Performance Marketing & Strategy (1P)
Performance Marketing: Ecom
Tanja Weber
Aimee TranExecutive Assistant
Management/ Global Leadership
Matt Beer
Aksa VictoriaPerformance Marketing Manager
Performance Marketing: Ecom
Tara Kinast
Alan ChenDigital Marketing Strategist
Performance Marketing: MP
Jason Weilenmann
Alara KalafatWorking Student Sales
Business Intelligence: Ecom
Daniel Egor
Alex BeerGlobal President
Management/ Global Leadership
Yuriy Boykiv
Alex CarmodySVP, Brand Strategy
Management/ Global Leadership
Alex Beer
Alex ChrenkoCoordinator, Affiliate & Influencer Partnerships
Influencer & Affiliate: DMS
Danielle Acosta
Alex HitchonBusiness Analyst
Insights: MP
Emily Safian-Demers
Alex RathodE-Commerce Consultant
E-Commerce Consulting: Ecom
Julia Kampf
Alexa FloresAccount Manager
Account Services: DMS
Katelyn Winker
Alexander SchenckPerformance Marketing Manager
Performance Marketing: Ecom
Claas Hartmann
Alexis HymenSenior Director, Performance Marketing
Performance Marketing: DMS
Katelyn Winker
Ali FosterSVP, Client Services
--
Katie Martin
Alimul RajibCRM Manager
CRM: HH
Janine Hummel
Allison MatneyMarketplace Innovation Manager
eCommerce Operations: MP
Nicholas Chin
Amanda Gordon HinshawSVP, Partnerships & Growth
Revenue & Marketing: MP
Chris Skinner
Amy HaaseJunior Copywriter
Creative: MP
Emma Cranston
Anastasiia KhakhamidiTeam Lead, Performance Marketing
Performance Marketing: B2B
Kristina Simickova
Andhina PrismatitiJunior Performance Marketing Manager
Performance Marketing: Ecom
Anne M. Messerschmidt
André RosenbergerTeam Lead, Performance Marketing
Performance Marketing: Ecom
Tanja Weber
Andrei PopescuPerformance Marketing Manager
Performance Marketing: B2B
Anton Korityak
Andrew ChuAssociate Manager, Marketplace Operations
eCommerce Operations: MP
Nicholas Chin
Andrew ReyesVP, E-Commerce Consulting
E-Commerce Consulting: Ecom
Daniel Andrlik
Andrey BakuleyPerformance Marketing Manager
Performance Marketing: Ecom
Tara Kinast
Andronikos BarmpounisSenior Performance Marketing Manager
Performance Marketing: Ecom
Anne M. Messerschmidt
Angie ThanasiProject Manager
Marketing & Business Development: Ecom
Gabriel Reitz
Anna KuzminaSenior Performance Marketing Manager & Growth Lead
Performance Marketing: Ecom
Anne M. Messerschmidt
Annamaria VitkovicovaPerformance Marketing Manager
Performance Marketing: B2B
Marek Hulenyi
Anne FreymuthDirector, Content & Design
Marketing & Business Development: Ecom
Tim Nedden
Anne M. MesserschmidtDirector, Performance Marketing
Performance Marketing: Ecom
Katja Reygate
Annika AlmsTeam Lead, People & Culture
People & Culture: HH
Stephanie Voigt
Anthony CampanellaBusiness Operations Manager
Operations: DMS
Marie Whitecotton
Anthony DarkohFreelancer Content
Content & Design: Ecom
Patricia Nocon
Anthony FelicianoSystem Support Analyst
IT: MP
Tyler Whittall
Anton KorityakSenior Director, Performance Marketing
Consulting/Onboarding: B2B
Niall Donohoe
Anton SavkoPerformance Marketing Manager
Performance Marketing: Ecom
André Rosenberger
Antonia EhrensteinCRM Manager
CRM: HH
Janine Hummel
Antur JonesSenior E-Commerce Consultant
E-Commerce Consulting: Ecom
Julia Kampf
Arved EllerbeckDirector, E-Commerce Consulting
E-Commerce Consulting: Ecom
Daniel Andrlik
Ashley KeelerRetention Marketing Manager
Retention Marketing: DMS
Kat Christoffersen
Athenie ShiManager, FP&A
Accounting: MP
Bernadine Soriano
Barbara MartoPerformance Marketing Manager
Consulting/Onboarding: B2B
Anton Korityak
Bella SantoroPerformance Marketing Coordinator
Performance Marketing: DMS
Alexis Hymen
Ben YatesSenior eCommerce Specialist
eCommerce Operations: MP
Sandy Chan
Benjamin WeyrichManaging Director, Catapult
Management/ Global Leadership
Tim Nedden
Bent HinzeApprentice E-Commerce
E-Commerce Consulting: Ecom
Kerstin Franz
Berk KayaE-Commerce Manager
E-Commerce Consulting: Ecom
Arved Ellerbeck
Bernadine SorianoSVP, Finance & Strategy
Accounting: MP
Markus Leunig
Bertrand TailléSenior Content Manager
Content & Design: Ecom
Patricia Nocon
Biljana PoljakovicFreelancer Performance Marketing
Performance Marketing: Ecom
Tara Kinast
Bjoern SjutManaging Director, IT and Productivity
Management/ Global Leadership
Yuriy Boykiv
Brandon SeabrookData Developer
Technology: MP
Kay Lee
Brian FaustinBenefits & Systems Manager
People & Culture US: MP
Jill Bowman
Brianna PinalBusiness Development Manager
Business Development: DMS
Madeline Crist
Brianne PowersBrand Strategy Coordinator
Account Management: MP
Jesse Chembars
Bruno Eduardo FirnkesSoftware Engineer
Business Intelligence: Ecom
Sebastian Stach
Burcu SoezenPeople & Culture Manager
People & Culture: HH
Stephanie Voigt
Caitlin ClingmanVP, Creative Director
Creative Campaign: DMS
Katie Martin
Carly LucasDesigner
Creative: MP
Lauren Caracciola
Carolina VargasPerformance Marketing Specialist
Performance Marketing: DMS
Alexis Hymen
Carolina YajaminGraphic Designer
Creative: MP
Lauren Caracciola
Carrie KuikenAccount Director, Brand Strategy
Account Management: MP
Maddy Lyden
Cassie HoblitzAccount Manager
Account Services: DMS
Katelyn Winker
Cat LeeSenior Designer
Creative Campaign: DMS
Caitlin Clingman
Cathy SuigoProject Manager
Performance Marketing: Ecom
Simone Herring
Cedric KrügerWorking Student Performance Marketing
Performance Marketing: Ecom
André Rosenberger
Ceren BitguelE-Commerce Consultant
E-Commerce Consulting: Ecom
Julia Kampf
Chelsea CorreiaGraphic Designer
Creative Campaign: DMS
Caitlin Clingman
Chetan Siddappa MalagerSenior Performance Marketing Manager
Performance Marketing: Ecom
Claas Hartmann
Chi YangPerformance Marketing Manager
Performance Marketing: Ecom
Simone Herring
Chris BeboutProduct Photographer
Creative Production: DMS
Kassidy Abbott
Chris SkinnerChief Revenue Officer
Management/ Global Leadership
Yuriy Boykiv
Christian PoochFreelancer E-Commerce Consulting
E-Commerce Consulting: Ecom
Daniel Andrlik
Christian ToblerSenior Product Manager
Technology: MP
Stephany Bradford
Christiana SolanoSenior Director, Content
Creative: MP
Sharon Romang
Christine RuppertAccount Director
Account Services: DMS
Katelyn Winker
Christopher LegeSenior Principal Software Engineer
Business Intelligence: Ecom
Benjamin Weyrich
Christopher MurphySVP, Sales
Revenue & Marketing: MP
Chris Skinner
Christopher TaylorData Scientist
Technology: MP
Kay Lee
Chuen WuJunior Designer, Retail & Visual Merchandising
Retail & Visual Merchandising: DMS
Mozh Matin
Cihan UzunogluE-Commerce Manager – Insights
E-Commerce Consulting: Ecom
Arved Ellerbeck
Claas HartmannDirector, Performance Marketing
Performance Marketing: Ecom
Tanja Weber
Claire DekeuwerSenior Performance Marketing Manager
Performance Marketing: Ecom
Claas Hartmann
Colin SürieWorking Student Marketing & Business Development
Marketing & Business Development: B2B
Leonard Oechtering
Colleen CiglianoSenior Director of Performance Marketing
Performance Marketing: MP
Jason Weilenmann
Connie StappJunior Planning Coordinator
Demand Planning: MP
Erica Goldstein
Courtney HarringtonPerformance Marketing Manager
Performance Marketing: MP
Jason Weilenmann
Cristina VaqueiroCreative Director
Creative: MP
Sharon Romang
Cynil BedorFreelancer Performance Marketing
Performance Marketing: Ecom
Claas Hartmann
Damian MendezDigital Video Specialist
Creative Production: DMS
Kassidy Abbott
Damla AkanPerformance Marketing Manager
Performance Marketing: Ecom
Claas Hartmann
Dan SchulmanVP, Logistics
Logistics: MP
Markus Leunig
Daniel AndrlikVP, E-Commerce Consulting
E-Commerce Consulting: Ecom
Sven Koch
Daniel Benedikt ZemitzschDirector, E-Commerce Consulting
E-Commerce Consulting: Ecom
Daniel Andrlik
Daniel EgorPrincipal Sales Manager
Business Intelligence: Ecom
Benjamin Weyrich
Daniel LeeeCommerce Operations Associate
eCommerce Operations: MP
Andrew Chu
Daniel RutkowskiDigital Video Specialist
Creative Production: DMS
Kassidy Abbott
Daniel RutkowskiDigital Video Specialist
Creative Production: DMS
Kassidy Abbott
Danielle AcostaDirector, Affiliate and Influencer
Influencer & Affiliate: DMS
Katelyn Winker
Danielle NielsonSEO Copywriter
Creative: MP
Emma Cranston
David FoldesSenior Performance Marketing Manager
Performance Marketing: B2B
Kristina Simickova
David NoconWorking Student E-Commerce Account Operations
E-Commerce Consulting: Ecom
Daniel Andrlik
Denise GrafePerformance Marketing Manager
Performance Marketing: Ecom
Simone Herring
Derek HeinlatSenior Accountant, Netsuite Administrator
Accounting: MP
Michael Reem
Derek ShueContent Coordinator
Creative: MP
Gabby Cyran
Dianna ColontonioPerformance Marketing Specialist
Performance Marketing: DMS
Alexis Hymen
Dita KelmendiFreelancer Content
Content & Design: Ecom
Patricia Nocon
Dominika GersiovaPeople & Culture Manager
People & Culture: B2B
Veronika Towuru
Dominika KlestincovaPerformance Marketing Manager
Performance Marketing: D2C
Anton Korityak
Dunja IvićE-Commerce Manager
E-Commerce Consulting: Ecom
Daniel Benedikt Zemitzsch
Dylan SaundersSenior eCommerce Specialist
eCommerce Operations: MP
Sandy Chan
Edgars OzolinsPHP Laravel Developer
Technology: MP
Kay Lee
Edward HonakerArt Director, Photo
Creative Production: DMS
Kassidy Abbott
Edwin PuntielLogistics Coordinator
Logistics: MP
Eudy Guzman
Eero Nevaluoto
IT: MP
--
Elif SezerPerformance Marketing Manager
Performance Marketing: Ecom
André Rosenberger
Elizabeth Wambui KamauTechnology Specialist
Office IT: HH
Jonas Christiansen
Ellen SiorisSenior eCommerce Specialist
eCommerce Operations: MP
Sandy Chan
Elvedin ZahitovicDirector, Design
Content & Design: Ecom
Sven Koch
Emerson SteeleManager, Influencer and Affiliate
Influencer & Affiliate: DMS
Danielle Acosta
Emily GordonBrand Strategy Coordinator
Account Management: MP
Abby Bishop
Emily Raun-PetersenSenior People & Culture Manager
People & Culture: HH
Annika Alms
Emily Safian-DemersDirector of Consumer Insights
Insights: MP
Mark Wieczorek
Emma CranstonSenior SEO Copywriter
Creative: MP
Sharon Romang
Emma LiferSEO Manager
SEO: MP
Colleen Cigliano
Emma RyanAssociate Director, Brand Strategy
Strategy: DMS
Matt Regan
Erdi TatarFreelancer E-Commerce Consulting
E-Commerce Consulting: Ecom
Tim Nedden
Erica GoldsteinSenior Director, Forecasting
Demand Planning: MP
Markus Leunig
Erica PickeringController
Accounting: MP
Markus Leunig
Erik IakhnoPerformance Marketing Manager
Performance Marketing: Ecom
Claas Hartmann
Eudy GuzmanLogistics Manager
Logistics: MP
Dan Schulman
Evan PyleSenior Copywriter
Strategy: DMS
Kristen Stegemoeller
Evgeny KlochkovSenior Business Intelligence Engineer
Business Intelligence: Ecom
Benjamin Weyrich
Exsar ArguelloContent Manager, Global
Revenue & Marketing: MP
Gabby Maksian
Faith BouchardHead of Creative Operations
Creative Production: DMS
Kassidy Abbott
Felix NoconWorking Student Marketing & Business Development
Business Intelligence: Ecom
Kristina Junge
Fernanda MolinaFreelancer Content
Content & Design: Ecom
Patricia Nocon
Florence Hallack-WolffFreelancer Content
Content & Design: Ecom
Patricia Nocon
Francesca NicholsonRecruiter, US
People & Culture US: MP
Olivia Lawrence
Franziska LemkePrincipal E-Commerce Consultant
E-Commerce Consulting: Ecom
Daniel Andrlik
Franziska ProdöhlManagement Assistant
Office Management: HH
Jan Bechler
Friederike de ReeseSenior Analytics Consultant
Analytics: HH
Bjoern Sjut
Fynn DreesSenior E-Commerce Consultant
E-Commerce Consulting: Ecom
Daniel Benedikt Zemitzsch
Gabby CyranAssociate Creative Director
Creative: MP
Sharon Romang
Gabby MaksianSenior Director, Marketing
Revenue & Marketing: MP
Chris Skinner
Gabriel ChecaJunior Product Manager
Business Intelligence: Ecom
Benjamin Weyrich
Gabriel ReitzDirector, Marketing & Business Development
Marketing & Business Development: Ecom
Bjoern Sjut
Gabriel TokarcikPerformance Marketing Manager
Performance Marketing: Ecom
André Rosenberger
Gavin FongLogistics Coordinator, Warehouse
Logistics: MP
Sheldon Wells
George SissonSenior eCommerce Specialist
eCommerce Operations: MP
Sandy Chan
Giorgio GioiaWorking Student Content
Content & Design: Ecom
Patricia Nocon
Giselle AlvaradoBrand Strategy Manager
Account Management: MP
Jen Caceres
Giuseppe LoTempioCreative Producer
Creative Production: DMS
Kassidy Abbott
Grace AnsleyChief of Staff
Management/ Global Leadership
Yuriy Boykiv
Guido Espeleta GrassoSenior Performance Marketing Manager
Performance Marketing: Ecom
Claas Hartmann
Guillermo Medina EscolanoSenior Business Intelligence Consultant
Business Intelligence: Ecom
Rasmus Bangel
Guillermo SotoSenior Performance Marketing Manager
Performance Marketing: Ecom
Simone Herring
Guneet KaurWorking Student Performance Marketing
Performance Marketing: Ecom
Tara Kinast
Hamburg Goal Admin
E-Commerce Consulting: Ecom
Daniel Andrlik
Hannah GoodrichCreative Producer
Creative Production: DMS
Kassidy Abbott
Hannah HertogSenior Performance Marketing Specialist
Performance Marketing: DMS
Alexis Hymen
Hannes KrögerE-Commerce Manager
E-Commerce Consulting: Ecom
Jan Meißner
Hendrik HunschedeSenior E-Commerce Manager
E-Commerce Consulting: Ecom
Daniel Benedikt Zemitzsch
Henrik SalveterApprentice E-Commerce
E-Commerce Consulting: Ecom
Julia Kampf
Himanshi TanwarStrategic Insights Coordinator
Insights: MP
Emily Safian-Demers
Hiroe GribbonSenior Performance Marketing Manager
Performance Marketing: Ecom
Tanja Weber
Howard ChungPHP Laravel Developer
Technology: MP
Kay Lee
Hugues MarandeauSoftware Engineer
Business Intelligence: Ecom
Sebastian Stach
Igor SchambachJunior Software Engineer
Business Intelligence: Ecom
Sebastian Stach
Inés Sophie Chanfreau Diaz de VivarWorking Student Marketing & Business Development
Marketing & Business Development: B2B
Leonard Oechtering
Irina LevcencoPhotographer
Creative Production: DMS
Kassidy Abbott
Irmand TrujilloAssociate Creative Director
Creative Campaign: DMS
Caitlin Clingman
Ivana MusutovaFreelancer Design
Business Intelligence: Ecom
Kristina Junge
Jace GuintoWeb Developer
Web Development: DMS
Kat Christoffersen
Jacquie JohnsonVP Growth
Revenue & Marketing: MP
Chris Skinner
Jamie MerinoManager, AP/AR
Accounting: MP
Erica Pickering
Jan BechlerManaging Director, Europe
Management/ Global Leadership
Yuriy Boykiv
Jan MeißnerTeam Lead, E-Commerce Consulting
E-Commerce Consulting: Ecom
Daniel Andrlik
Jan VisvaderPerformance Marketing Manager
Performance Marketing: B2B
Kristina Simickova
Janine HummelSenior Director, CRM & DTC Commerce
CRM: HH
Bjoern Sjut
Jannis TwentJunior E-Commerce Manager
E-Commerce Consulting: Ecom
Julia Kampf
Jasmine AtkinsonSenior HR Generalist
People & Culture US: MP
Suzan Schuitemaker
Jason WeilenmannSVP, Performance
Management/ Global Leadership
Matt Beer
Jen CaceresSr Director, Brand Strategy
Account Management: MP
Alex Carmody
Jen DePlancheAffiliate Marketing Specialist
Influencer & Affiliate: DMS
Danielle Acosta
Jennifer FloydSenior Financial Analyst
Accounting: MP
Athenie Shi
Jenny LaConsultant
3rd Party Consultant
Jill Bowman
Jeremy HolstedSenior Web Developer
Web Development: DMS
Kat Christoffersen
Jesse AlfordSenior Photographer
Creative Production: DMS
Kassidy Abbott
Jesse ChembarsSenior Director, Brand Strategy
Account Management: MP
Alex Carmody
Jessica ChengJunior Performance Marketing Manager
Performance Marketing: B2B
Anton Korityak
Jessica PenznerContent Lead
Creative: MP
Gabby Cyran
Jia ChengSenior Designer
Content & Design: Ecom
Elvedin Zahitovic
Jill BowmanChief People Officer
Management/ Global Leadership
Yuriy Boykiv
John GrimshawSenior Manager, SEO
Performance Marketing: MP
Colleen Cigliano
John PalazzoloLogistics Specialist
Logistics: MP
Sergey Furmanau
Jonas ChristiansenTeam Lead, Technology Specialists
Office IT: HH
Bjoern Sjut
Jonathan BrashFreelancer Content
Content & Design: Ecom
Patricia Nocon
Jordan McGeeAssociate Director, Logistics & Insights
Logistics: MP
Dan Schulman
Jordy RinaldiTeam Lead, Product Management
Business Intelligence: Ecom
Benjamin Weyrich
Joscha WiesnerPrincipal Performance Marketing Manager & Service Lead Sponsored Ads
Performance Marketing: Ecom
Tanja Weber
Jovi ChampaphanithPerformance Marketing Manager
Performance Marketing: MP
Jason Weilenmann
Juan EspinozaPerformance Marketing Manager
Performance Marketing: B2B
Anton Korityak
Julia BaumPerformance Marketing Director
Performance Marketing: MP
Jason Weilenmann
Julia EberleWorking Student People & Culture
People & Culture: HH
Stephanie Voigt
Julia KampfTeam Lead, E-Commerce Consulting
E-Commerce Consulting: Ecom
Arved Ellerbeck
Juraj MytnyPrincipal Analytics Consultant
Analytics: HH
Niall Donohoe
Justin HawkVideo Editor
Creative Production: DMS
Kassidy Abbott
Justin ValienteSenior Data Analyst
Insights: MP
Emily Safian-Demers
Kai MatzdorfFreelancer
--
Bjoern Sjut
Kailee AbeshausPlanning Manager
Demand Planning: MP
Erica Goldstein
Kalyan ChittaJunior Performance Marketing Manager
Performance Marketing: Ecom
André Rosenberger
Kamil BhangooSVP, Business Development
Business Development: DMS
Katie Martin
Karee PorthAccount Coordinator
Influencer & Affiliate: DMS
Katelyn Winker
Karina MazonGraphic Designer
Creative Campaign: DMS
Caitlin Clingman
Kassidy AbbottDirector of Creative Strategy and Production
Creative Production: DMS
Caitlin Clingman
Kat ChristoffersenSenior Director, Digital Growth
Performance Marketing: DMS
Katelyn Winker
Katelyn WinkerVP, Digital Growth
Management/ Global Leadership
Katie Martin
Katharina Löw-KyerematengJunior Finance Manager
Finance: HH
Susanne Groven
Katie MartinManaging Director, EVP
Management/ Global Leadership
Yuriy Boykiv
Katja ReygateDirector, Commercial Management
Performance Marketing: Ecom
Sven Koch
Katja SónyiE-Commerce Consultant
E-Commerce Consulting: Ecom
Daniel Benedikt Zemitzsch
Kay LeeChief Technology Officer
Management/ Global Leadership
Matt Beer
Kayla AbrahamAnalyst, Digital Strategy
Performance Marketing: MP
Jason Weilenmann
Keemia KaboliSenior Content Lead
Creative: MP
Cristina Vaqueiro
Kerstin FranzTeam Lead, E-Commerce Consulting
E-Commerce Consulting: Ecom
Arved Ellerbeck
Kevin BanosIndustrial Designer, Retail & Visual Merchandising
Retail & Visual Merchandising: DMS
Mozh Matin
Kira StevensAccount Coordinator
Social Media: DMS
Katelyn Winker
Kirsten KonopnickiProject Manager
Performance Marketing: Ecom
Tanja Weber
Kjetil TidowWorking Student Content
Content & Design: Ecom
Patricia Nocon
Klara TornblomPerformance Marketing Specialist
Performance Marketing: DMS
Alexis Hymen
Kosti AgapakisSenior Accountant, Agencies
Accounting: MP
Michael Reem
Krisnoff PaduaSenior Photographer
Creative Production: DMS
Kassidy Abbott
Kristen StegemoellerLead Copywriter, Strategy & Design
Strategy: DMS
Matt Regan
Kristen WilliamsSenior Content Lead
Creative: MP
Cristina Vaqueiro
Kristina JungeDirector, Marketing & Business Development
Business Intelligence: Ecom
Benjamin Weyrich
Kristina SimickovaSenior Director, Performance Marketing
Performance Marketing: B2B
Niall Donohoe
Kunal PaneriLead Engineer
Technology: MP
Kay Lee
Kyli MastersAffiliate & Influencer Partnerships Coordinator
Influencer & Affiliate: DMS
Danielle Acosta
Lane BethuneContent Lead
Creative: MP
Cristina Vaqueiro
Lars EnochE-Commerce Consultant
E-Commerce Consulting: Ecom
Julia Kampf
Lars KrügerTeam Lead, Content & Account Operations
Content & Design: Ecom
Sven Koch
Lasse BockE-Commerce Manager
E-Commerce Consulting: Ecom
Jan Meißner
Lauren CaracciolaSr. Art Director, Beauty
Creative: MP
Sharon Romang
Lauren MeredithSenior Brand Strategy Manager
Account Management: MP
Alex Carmody
Lazaros PerperidisJunior Business Intelligence Manager
Analytics: HH
Juraj Mytny
Lea KovacovaJunior Performance Marketing Manager
Consulting/Onboarding: B2B
Anton Korityak
Leanna FlorezAccount Manager
Account Services: DMS
Katelyn Winker
Leif EversonDesigner, Retail & Visual Merchandising
Retail & Visual Merchandising: DMS
Mozh Matin
Lena TrlitzaCRM Manager
CRM: HH
Janine Hummel
Leon AltstadtSenior Analytics Consultant
Analytics: HH
Bjoern Sjut
Leon CladSenior E-Commerce & Buisness Intelligence Consultant
Business Intelligence: Ecom
Rasmus Bangel
Leon HelbergE-Commerce Consultant
E-Commerce Consulting: Ecom
Kerstin Franz
Leonard OechteringMarketing & Business Development Consultant
Marketing & Business Development: B2B
Bjoern Sjut
Lexi SachsSenior Growth Strategist
Revenue & Marketing: MP
Lisa Raimondo
Lilla PrókajSenior Performance Marketing Manager
Performance Marketing: Ecom
Simone Herring
Lisa RaimondoVP, Sales
Revenue & Marketing: MP
Chris Skinner
Lisa Sophie HöfsFinance Manager
Finance: HH
Susanne Groven
Liz JewellAccount Coordinator
Social Media: DMS
Katelyn Winker
Lubos KrasonJunior Performance Marketing Manager
Performance Marketing: B2B
Marek Hulenyi
Lukas HelmersPrincipal Performance Marketing Manager
Performance Marketing: Ecom
Tanja Weber
Lukas MoorsManaging Director, Catapult
Management/ Global Leadership
Tim Nedden
Luke MarscharkAssociate Creative Director
Creative: MP
Sharon Romang
Luna Perez DaesAssociate Director, Brand Strategy
Strategy: DMS
Matt Regan
Lushun LeiSenior 3D Designer
Retail & Visual Merchandising: DMS
Mozh Matin
Lydia SteinmetzSenior Customer Success Manager
Business Intelligence: Ecom
Jordy Rinaldi
Mackenzie DrachkovitchArt Director, Strategy & Design
Creative Campaign: DMS
Caitlin Clingman
Mad ForemanPhotographer
Creative Production: DMS
Kassidy Abbott
Maddie ShankAccount Director, Brand Strategy
Account Management: MP
Alex Carmody
Maddy LydenSenior Director, Brand Strategy
Account Management: MP
Alex Carmody
Maddy LydenSenior Director, Brand Strategy
Account Management: MP
Alex Carmody
Madeline CristSenior Director, Business Development
Business Development: DMS
Katie Martin
Madeline PerrySenior Content Lead
Creative: MP
Cristina Vaqueiro
Madeline RoszkoAccount Director, Brand Strategy (1P)
E-Commerce Consulting: Ecom
Daniel Andrlik
Madison MacLeanSenior Creative Producer
Creative Production: DMS
Kassidy Abbott
Magdalena AjmoneJunior Performance Marketing Coordinator
Consulting/Onboarding: B2B
Anton Korityak
Magdalena KobilkePeople & Culture Manager
People & Culture: HH
Stephanie Voigt
Mandy MayerSocial Media Coordinator
Account Services: DMS
Katelyn Winker
Manoj RajuPerformance Marketing Manager
Performance Marketing: Ecom
Anne M. Messerschmidt
Marc TechenSenior Performance Marketing Manager
Performance Marketing: Ecom
André Rosenberger
Mareike HarmsTeam Lead, Business Intelligence
Business Intelligence: Ecom
Benjamin Weyrich
Mareike Geidies
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Tanja Weber
Marek HulenyiTeam Lead, Performance Marketing
Performance Marketing: B2B
Kristina Simickova
Maria OchoaSenior Performance Marketing Strategist
Performance Marketing: MP
Jason Weilenmann
Marie WhitecottonDirector of Business Operations & Culture
Operations: DMS
Katie Martin
Marieke UntiedtJunior CRM Manager
CRM: HH
Janine Hummel
Marielle de PedroE-Commerce Manager
E-Commerce Consulting: Ecom
Jan Meißner
Marina LehrmannMarketing & Business Development Consultant
Marketing & Business Development: B2B
Bjoern Sjut
Marina Perez GonzalezFreelancer Performance Marketing
Performance Marketing: Ecom
Anne M. Messerschmidt
Mario BarossJunior Performance Marketing Manager
Performance Marketing: B2B
Anastasiia Khakhamidi
Marisa KuehnE-Commerce Consultant
E-Commerce Consulting: Ecom
Julia Kampf
Mark NealSEO Manager
Performance Marketing: DMS
Kat Christoffersen
Mark WieczorekCIO
Management/ Global Leadership
Matt Beer
Marketa KokorovaFreelancer CRM
CRM: HH
Janine Hummel
Markus LeunigChief Financial Officer
Management/ Global Leadership
Yuriy Boykiv
Marlon PalmerSenior Graphic Designer
Creative: MP
Nataliya Lashko
Martijn EkkelkampSenior Performance Marketing Manager
Performance Marketing: Ecom
Tara Kinast
Martin BökenfeldSenior Performance Marketing Manager & Growth Lead
Performance Marketing: Ecom
Claas Hartmann
Martin HoangSenior Business Intelligence Engineer
Business Intelligence: Ecom
Benjamin Weyrich
Martina BuckovaOffice Happiness Manager
People & Culture: B2B
Veronika Towuru
Martyna SmektalaBusiness Intelligence Consultant
Business Intelligence: Ecom
Rasmus Bangel
Matt BeerGlobal President
Management/ Global Leadership
Yuriy Boykiv
Matt ReganVP, Brand Strategy
Strategy: DMS
Katie Martin
Mauricio Vargas AguilarContent & E-Commerce Manager – Account Operations
Content & Design: Ecom
Patricia Nocon
Max BauerTrainee Business Intelligence
Business Intelligence: Ecom
Rasmus Bangel
Maxence JaggieSenior Performance Marketing Manager
Performance Marketing: Ecom
Claas Hartmann
Mei Vu-TranJunior Business Intelligence Manager
Business Intelligence: Ecom
Jordy Rinaldi
Mercedes KrietschSEO Director
SEO: MP
Colleen Cigliano
Michael ReemAccounting Manager
Accounting: MP
Erica Pickering
Michael StecchiniPerformance Marketing Manager
Performance Marketing: D2C
Anton Korityak
Michaela CakvariovaWorking Student, People & Culture
People & Culture: B2B
Veronika Towuru
Michal HudecPerformance Marketing Manager
Performance Marketing: B2B
Kristina Simickova
Michelle AnuskiewiczSenior Account Manager of Marketing & Development
Account Services: DMS
Katelyn Winker
Michelle LeeFractional Chief Brand Officer
Revenue & Marketing: MP
Chris Skinner
Miguel ReyesPerformance Marketing Manager
Performance Marketing: MP
Jason Weilenmann
Mihai VarzaruFreelancer Performance Marketing
Performance Marketing: Ecom
Anne M. Messerschmidt
Miranda PhilpsSEO Coordinator
SEO: MP
Emma Lifer
Miriam BullingerJunior Office Manager
Office Management: HH
Jan Bechler
Moatez BejaouiSoftware Engineer
Business Intelligence: Ecom
Sebastian Stach
Morgan BuchananBrand Strategy Manager
Account Management: MP
Alex Carmody
Mozh MatinVice President of Retail & Visual Merchandising
Retail & Visual Merchandising: DMS
Katie Martin
Nadine KruseSenior Finance Manager
Finance: HH
Susanne Groven
Natali FarkasovaTeam Lead, Conversion Rate Optimization
CRO: B2B
Niall Donohoe
Nataliya LashkoSr. Art Director, Health & Wellness
Creative: MP
Sharon Romang
Nemelyn Joy LaguitanBusiness Intelligence Engineer
Business Intelligence: Ecom
Rasmus Bangel
Nese KahyaoğluSenior Designer
Content & Design: Ecom
Elvedin Zahitovic
Niall DonohoeManaging Director, Digital Marketing-B2B
Management/ Global Leadership
Yuriy Boykiv
Niall MurraySenior Business Intelligence Engineer
Business Intelligence: Ecom
Benjamin Weyrich
Nicholas ChinVP of Operations
eCommerce Operations: MP
Alex Beer
Nicoletta HinrichsPrincipal Finance Manager
Finance: HH
Susanne Groven
Noémia de Oliveira DafáPeople & Culture Assistance
People & Culture: HH
Stephanie Voigt
Norman WongSenior Content Manager
Content & Design: Ecom
Patricia Nocon
Nyamka BecktembaRecruiter, US
People & Culture US: MP
Olivia Lawrence
Ole WohlerBusiness Development Manager
Marketing & Business Development: Ecom
Gabriel Reitz
Oliver MinskeSenior E-Commerce Consultant
E-Commerce Consulting: Ecom
Kerstin Franz
Olivia CalabreseSenior Brand Analyst
eCommerce Operations: MP
Sandy Chan
Olivia LawrenceHead of Recruitment
People & Culture US: MP
Jill Bowman
Omar NitaqSenior Performance Marketing Manager
Performance Marketing: Ecom
André Rosenberger
Omowunmi OyedeleJunior Technology Specialist
Office IT: HH
Jonas Christiansen
Patricia NoconTeam Lead, Content
Content & Design: Ecom
Sven Koch
Patricia WangPerformance Marketing Coordinator
Performance Marketing: DMS
Alexis Hymen
Patrick Le-TraneCommerce Operations Associate
eCommerce Operations: MP
Andrew Chu
Patty QuimzonDigital Video Specialist
Creative Production: DMS
Kassidy Abbott
Payton GarciaRetention Marketing Coordinator
Retention Marketing: DMS
Ashley Keeler
Peter MaryniakSenior Manager, Global Revenue Operations
Revenue & Marketing: MP
Chris Skinner
Pierfrancesco ColapricoSenior Performance Marketing Manager
Performance Marketing: Ecom
Simone Herring
Pooja PaingankarPerformance Marketing Manager
Performance Marketing: Ecom
Tara Kinast
Pranav BandhuSenior Performance Marketing Manager
Performance Marketing: Ecom
Simone Herring
Rachael Pena-LopezWeb Project Manager
Web Development: DMS
Kat Christoffersen
Rachel FuscoSenior Product Manager
Technology: MP
Stephany Bradford
Rasmus BangelSenior Director, Business Intelligence
Business Intelligence: Ecom
Benjamin Weyrich
Ray SlaugtherhornStudio Manager & Creative Liaison
Operations: DMS
Marie Whitecotton
Renée KönigCRM Manager
CRM: HH
Janine Hummel
Richard SkorupskiSenior Performance Marketing Manager & Growth Lead
Performance Marketing: Ecom
André Rosenberger
Rina KawagishiPerformance Marketing Manager
Performance Marketing: B2B
Anastasiia Khakhamidi
Rosario VelardeAccount Manager
Performance Marketing: Ecom
André Rosenberger
Sabreena GriggsPerformance Marketing Specialist
Performance Marketing: DMS
Alexis Hymen
Sabrina SchäferPrincipal Performance Marketing Consultant
Performance Marketing: Ecom
Tanja Weber
Salima CisseBrand Strategy Manager
Account Management: MP
Abby Bishop
Sam ArnstadtCreative Director
Creative Campaign: DMS
Caitlin Clingman
Sam HostetterManager, Influencer and Affiliate
Influencer & Affiliate: DMS
Danielle Acosta
Samantha RothsteinBusiness Lead, Retail & Visual Merchandising
Retail & Visual Merchandising: DMS
Katie Martin
Sandy ChanSr. Manager, Marketplace Operations
eCommerce Operations: MP
Nicholas Chin
Sara GollaSenior Account Manager
Account Services: DMS
Katelyn Winker
Sarah BeerLogistics Coordinator
Logistics: MP
Sergey Furmanau
Saš HornakovaPerformance Marketing Manager
Performance Marketing: D2C
Anton Korityak
Sasha AlekseevLogistics Coordinator
Logistics: MP
Sergey Furmanau
Savannah PalmerContent Lead
Creative: MP
Gabby Cyran
Scott IwataSenior DSP Manager
Performance Marketing: MP
Jason Weilenmann
Sebastian KaufungE-Commerce Consultant
E-Commerce Consulting: Ecom
Kerstin Franz
Sebastian StachSenior Director, Software Engineering
Business Intelligence: Ecom
Benjamin Weyrich
Sergey FurmanauDirector, Logistics
Logistics: MP
Dan Schulman
Sergii KniazievSenior Performance Marketing Manager
Performance Marketing: Ecom
Anne M. Messerschmidt
Shae CroninSocial Media Coordinator
Social Media: DMS
Katelyn Winker
Shana GegantocaSenior Videographer
Creative Production: DMS
Kassidy Abbott
Shannon BaileyDigital Account Manager
Account Services: DMS
Katelyn Winker
Sharon RomangVP, Creative
Creative: MP
Alex Beer
Sheldon WellsLogistics Manager
Logistics: MP
Dan Schulman
Simona ZelinkovaJunior Performance Marketing Manager
Performance Marketing: B2B
Anastasiia Khakhamidi
Simone HerringTeam Lead, Performance Marketing
Performance Marketing: Ecom
Tanja Weber
Simone TidoreE-Commerce Consultant
E-Commerce Consulting: Ecom
Julia Kampf
Slav LevencoSenior Video Editor
Creative Production: DMS
Kassidy Abbott
Sneha RamanPerformance Marketing Manager
Performance Marketing: Ecom
Anne M. Messerschmidt
Sofia DammannPerformance Marketing Manager
Performance Marketing: Ecom
André Rosenberger
Sonam KumariJunior Finance Manager
Finance: HH
Susanne Groven
Soorej WarrierPrincipal Performance Marketing Consultant
Consulting/Onboarding: B2B
Anton Korityak
Sophia QuangSenior Graphic Designer
Creative: MP
Lauren Caracciola
Sophie WörsdörferPerformance Marketing Manager
Performance Marketing: Ecom
Tara Kinast
Stefan WelkerFreelancer Performance Marketing
Performance Marketing: Ecom
Anne M. Messerschmidt
Stephanie StörmerFinance Manager
Finance: HH
Susanne Groven
Stephanie VoigtDirector, People & Culture
People & Culture: HH
Jill Bowman
Stephany BradfordSenior Director, Product Management
Technology: MP
Kay Lee
Susanne GrovenTeam Lead, Finance
Finance: HH
Jan Bechler
Suzan SchuitemakerPeople & Vitality Manager
--
--
Sven KochManaging Director, Commercial Management
Management/ Global Leadership
Yuriy Boykiv
Sydnee DiMascioAccount Coordinator
Account Services: DMS
Katelyn Winker
Sydney McNamaraSenior Advertising Strategist
Performance Marketing: MP
Jason Weilenmann
Taha ShamsWorking Student Performance Marketing
Performance Marketing: Ecom
Claas Hartmann
Tanja WeberVP, Performance Marketing
Performance Marketing: Ecom
Tim Nedden
Tara KinastDirector, Performance Marketing
Performance Marketing: Ecom
Katja Reygate
Taylor JannosAccount Director, Brand Strategy
Account Management: MP
Alex Carmody
Taylor JannosAccount Director, Brand Strategy
Account Management: MP
Alex Carmody
Taylor NiemiAccount Coordinator
Account Services: DMS
Danielle Acosta
Taylor NiemiAccount Manager
Account Services: DMS
Danielle Acosta
Taylor SmithAccount Manager
Account Services: DMS
Katelyn Winker
Taylor SmithSenior Account Manager
Account Services: DMS
Katelyn Winker
Tenzin DawaWorking Student Performance Marketing
Performance Marketing: Ecom
Simone Herring
Thao LaiPerformance Marketing Manager
Performance Marketing: Ecom
Simone Herring
Thomas MasquartSoftware Engineer
Business Intelligence: Ecom
Sebastian Stach
Tim NeddenManaging Director, Ecommerce Management
Management/ Global Leadership
Yuriy Boykiv
Timo GralleE-Commerce Consultant
E-Commerce Consulting: Ecom
Kerstin Franz
Tom WolbersenWorking Student People & Culture
People & Culture: HH
Annika Alms
Tony WongSenior Performance Marketing Strategist
Performance Marketing: MP
Jason Weilenmann
Tumi DubeLogistics Specialist
Logistics: MP
Sergey Furmanau
Tyleigh ZammitBrand Strategy Coordinator
Account Management: MP
Maddy Lyden
Tyler CoonyPerformance Marketing Manager
Performance Marketing: MP
Jason Weilenmann
Tyler WhittallIT
IT: MP
Fortress IT Admin
Valentina EgorovaDesigner
Content & Design: Ecom
Elvedin Zahitovic
Valeria DeggiovanniPrincipal Product Manager
Performance Marketing: Ecom
Tanja Weber
Veronika TowuruDirector, People & Culture
People & Culture: B2B
Jill Bowman
Victor OspinaDesigner
Creative Campaign: DMS
Caitlin Clingman
Victoria PapaSEO Lead
SEO: MP
Mercedes Krietsch
Vlatko BarišićPrincipal Performance Marketing Consultant
Consulting/Onboarding: B2B
Anton Korityak
Weronika PukropFreelancer Content
Content & Design: Ecom
Patricia Nocon
Yew Ying PhungE-Commerce Manager
E-Commerce Consulting: Ecom
Daniel Benedikt Zemitzsch
Yi Ran WengAssociate Director, Retail & Visual Merchandising
Retail & Visual Merchandising: DMS
Mozh Matin
Yuriy BoykivGroup CEO
Management/ Global Leadership
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Yvana WongSenior Product Manager
Business Intelligence: Ecom
Benjamin Weyrich
Zach BurkhartSenior Motion Designer
Creative: MP
Nataliya Lashko
Zaldy SantosStaff Accountant
Accounting: MP
Jamie Merino
Zoë AgiusWorking Student Marketing & Business Development
Marketing & Business Development: B2B
Marina Lehrmann
🛠️ Front Row Group – IT Department Hierarchy & Escalation Paths
👨💻 Your Go-To Contacts for IT Help
🔹 Anthony Feliciano – First Line of Support (Tier 1)
📧 afeliciano@frontrowgroup.com
Slack: @Anthony Raul Feliciano
Handles:
🆘 Support Tickets & Troubleshooting
Password resets
Account lockouts
Zoom Room tech issues
General helpdesk needs
💻 Device Management
Macs, iPads, Lenovo PCs
Mosyle & zero-touch enrollment
📦 Procurement & Logistics
UPS equipment shipments
Amazon ordering and tracking
🚀 Onboarding Tasks
Google + Microsoft account creation
Distribution group adds
App invite handling
License assignment
Device setup & packaging (if needed)
🔹 Eero Nevaluoto – Second Line of Support (Tier 2)
📧 enevaluoto@frontrowgroup.com
Slack: @Eero Nevaluoto
Handles:
🧠 Advanced IT Support
Application rollout and system design
Cross-tool workflows
Tier 2 troubleshooting escalations
🧩 System Improvements
Bridging support + infrastructure strategy
🔹 Tyler Whittall – IT Team Lead (Tier 3 / Final Escalation in US)
📧 twhittall@frontrowgroup.com
Slack: @Tyler Whittall
Leads:
🧭 High-Level Strategy
Software acquisition
Policy and process design
Long-term IT planning
🚨 Emergency Oversight
Escalated outages
Security issues
Cross-department crises
If it’s critical, cross-functional, or above team capacity, Tyler is the final stop.
🔐 Approved Tools & Licensing Rules
To maintain compliance and efficiency:
Only approved tools can be installed or licensed
All tools must support:
Enterprise-grade security
Google SSO (if possible)
IT-managed installation
📥 To request software or access:
Use the Software Request Form
Or email: help@frontrowgroup.com
🚨 Front Row Group – Application Outage Response Plan
When an app or service isn’t working as expected, stay calm, follow these steps, and we’ll get through it:
🔁 Step 1: Try Basic Troubleshooting
Before sounding the alarm, always:
Reboot your device
Try opening the app in an incognito/private browser window
Check the app’s official status page for live updates
🧰 Application-Specific Response Playbook
📧 Google Workspace Outage
✅ Switch to Microsoft Outlook/Office to keep client comms flowing
🧠 Don't worry—IT is on the case
Watch for updates from IT via alternate channels
🖼️ Adobe Workspace Outage
If verified via Adobe's status page, sit tight
🛑 This outage is outside of IT’s control
📡 Wait for Adobe to resolve; we’ll update when services return
🌐 Office-Wide Internet Outage
NY: Confirm with Pilot Fiber
SD: Confirm with Cox Business
✅ Once confirmed, IT will send a public notice with next steps
🔄 Default plan: Work From Home (WFH) until resolved
💬 Slack Outage
Confirm via Slack Status
✅ Use email to notify any clients of the communication delay
🧘 Sit tight until Slack returns—no action needed beyond alerts
⏱️ Harvest Outage
Note your hours manually (keep them in Notion, notes, or email)
Once restored, update Harvest retroactively
📁 Dropbox Outage
Confirm via Dropbox Status
Use email to notify clients of the delay
Wait for system restoration—no workaround needed
🎨 Figma Outage
Confirm via Figma Status
Sit tight—no workaround available
Project updates can resume when it’s back online
🎥 Zoom Outage
Confirm via Zoom Status
Notify clients of the outage via email
🔁 Use Microsoft Teams or Google Meet as a temporary backup
💡 All Front Row meeting rooms support Zoom, Teams, and Meet
📣 IT Contact Info
For anything critical or unclear:
📧 help@frontrowgroup.com
💬 Slack: #it-tech-help (if available)
🛡️ Suspect a Phishing Attempt or Data Breach? Here’s What To Do
Whether it’s a sketchy email, a weird link, or a suspicious message—don’t panic. Do this instead:
📩 If You Get a Suspicious Email
DO NOT click any links, download attachments, or respond.
In Gmail:
Click the three-dot menu next to the reply button.
Choose “Report phishing” or “Report spam”
✅ IT is automatically alerted and will update the security filters.
That’s it—you’re done.
📱 If You Receive a Suspicious Text Message (Smishing)
❌ Never respond, even if it appears to be from leadership or a known name.
🗑️ Delete the message immediately.
If you’re unsure, verify the sender via Slack or work email.
🔐 If You Think You Clicked a Malicious Link or Entered Info
Disconnect from Wi-Fi immediately
Do not power off your device (this preserves logs for forensics)
Contact IT ASAP:
📧 help@frontrowgroup.com
💬 Or post in #it-tech-help (if available)
🚨 Signs of a Breach to Watch For
You notice strange behavior on your Google account or device
You shared your login credentials in error
Your account was accessed from an unusual location
You received a MFA request you didn’t initiate
🧠 When in doubt—report it. Better safe than compromised.
🙌 Final Reminder
Security is a team sport. Reporting suspicious activity keeps everyone at Front Row safer.
Questions or second guesses? I’ve got your back—or loop in IT.
🔐 PII Training & Protection at Front Row Group
(US Employees Only)
📌 What is PII?
Personally Identifiable Information (PII) is any data that can identify a person—on its own or combined with other data.
Examples of PII:
Full name
Home address
Phone numbers
Social Security Number (SSN)
Email address
Bank account or credit card info
Employee ID numbers
Health-related details
📢 Why Protecting PII Matters
Protecting PII:
Safeguards our employees and clients
Preserves company trust and reputation
Is required by law in many jurisdictions
🛡️ The PII Protect Portal
Powered by Intelligent iT, this platform is your go-to for training and awareness.
🔍 What It Does:
Monitors and identifies potential data threats
Provides hands-on, scenario-based training
Reinforces smart behaviors to prevent phishing, malware, and user error
📚 Training Courses Included
All employees are automatically enrolled in the following short-form modules:
🎯 Cybersecurity Awareness
Phishing, spam, and scam detection
How to spot suspicious emails or sketchy links
🤖 AI-Specific Security
Safe practices when using tools like ChatGPT
How to identify AI-generated content or impersonation emails
🛠️ Application Security
Smart use of tools like:
Microsoft Word, Excel, PowerPoint
Outlook and Teams
🔐 Data Handling Basics
Safe storage, sharing, and disposal of sensitive files
PII and password protection best practices
⏱️ All courses are bite-sized and easy to complete—no heavy lift required.
✅ What You Need to Do
Head to: https://portal.pii-protect.com/#/login
Log in using your Front Row Group account
Complete your assigned trainings ASAP
Apply these learnings when handling any sensitive data or client comms
Questions about training requirements or issues with login?
📧 Contact help@frontrowgroup.com—we’ll get you set up fast.
✉️ How to Set an Out of Office Auto-Reply in Gmail
🔧 Step-by-Step:
Open Gmail
Log into your Front Row Google account at mail.google.com
Click the gear icon (⚙️) in the top right
Select “See all settings”
Go to the "General" tab
Scroll down to the "Vacation responder" section
Turn the Vacation Responder ON
Set:
Start Date and (optionally) End Date
Subject (e.g., “Out of Office: [Your Name]”)
Message (e.g., when you’ll return and who to contact in your absence)
Check “Only send a response to people in Front Row Group” if you don’t want clients to see it—or leave unchecked to notify external senders too
Click “Save Changes”
📌 Example Message:
Subject: Out of Office – [Your Name]
Message:
Hi there,
I’m currently out of the office and will return on [Date].
For urgent matters, please contact [Backup Contact Name + Email].
I’ll respond as soon as possible when I return.
Thanks,
[Your Name]
Update your Profile Picture for your Google Account Head to this link: https://finc3.sharepoint.com/:f:/r/sites/GroupWiki/Shared%20Documents/Templates/Front%20Row%20Group/Google%20Inbox%20Logos?csf=1&web=1&e=4WvAYV
💻 Access & Login Issues
"I forgot my password. Can you reset it?"
If you're unable to access your account due to a password issue, please reach out to help@frontrowgroup.com or contact a primary or secondary IT support member via Slack.
"I’m locked out of my account—what do I do?"
For any locked account issues, please contact help@frontrowgroup.com or reach out via Slack, depending on the urgency of the issue. Below are common situations where you should contact IT for further support:
You are locked out at the Google sign-in screen when logging into your computer.
After restarting or powering off your computer, you are met with a local login screen, and your usual username/password does not work.
"Why is my internet so slow?"
Your internet speed may be slow for a variety of reasons, but a simple and effective first step is restarting your computer. Many users don’t shut down or restart their devices regularly, which causes background processes to accumulate and use up system resources. Over time, this can noticeably slow down performance and impact your connection quality.
If a restart doesn’t resolve the issue, please refer to the following:
Working From Home:
If you're not connected to internal systems through our FortiClient VPN, and still experiencing internet slowness, we recommend reaching out to your Internet Service Provider (ISP) to investigate potential network issues on their end.
Bluetooth Device Interference:
Having multiple Bluetooth devices connected at once can sometimes interfere with your internet performance. Bluetooth and Wi-Fi use similar wireless signals, and too many active devices can cause signal interference or slowdowns. Try disconnecting any unnecessary Bluetooth devices and see if your connection improves.
Working From the Office:
If you're in the office and restarting didn’t help, please ensure you're connected to the correct network:
SSID: FrontRowGroup
Password: #1Marketplace
If you're still having issues, contact us at help@frontrowgroup.com so we can investigate further.
Software & Hardware Support
"My computer is running really slow—can you check it?"
A. If your computer is running slow, it may be due to too many applications being open and using up system resources. Quitting apps you're not actively using is a good way to free up memory and processing power.
B. If that doesn't help, try restarting your computer. Many users leave their devices on for long periods without rebooting, which can cause background processes to pile up. This leads to slower performance and reduced runtime efficiency.
C. Another helpful step is to check if your operating system is up to date. If your OS is behind on updates, you could be missing important bug fixes and optimization patches that improve speed and stability.
To update, go to System Settings (top left Apple icon) → General → Software Update, and follow the steps from there.
Note: OS updates may take anywhere from 30 minutes to an hour depending on your internet connection, so plan accordingly unless it's urgent.
D. If all else fails or you run into difficulty please contact help@frontrowgroup. So we can assist.
"This app keeps crashing—how do I fix it?"
It might be blocked by Zero Trust security controls via Mosyle
If you're using a company-managed device, it’s likely protected by Zero Trust policies through Mosyle. This system only allows apps that have been explicitly approved by IT.
If the app you're trying to use isn’t approved or has been recently updated, Zero Trust might automatically block or restrict its functionality, which can cause it to crash.
Reach out to the IT team at help@frontrowgroup.com and ask them to verify if the app is being blocked or flagged by Zero Trust. They can review the security settings and either approve or adjust permissions so the app works properly again.
A reboot may be needed to clear background issues
If Zero Trust isn’t the issue, the crashing could be due to temporary system glitches or memory overload. Many users don’t restart their devices regularly, which causes background processes to pile up and affect performance.
Restart your computer. This simple step often resolves crashing apps by clearing out temporary memory issues and giving your system a fresh start.
Front Row Group Epics Story:
2012: Brothers Alex and Matt Beer launch Fortress Brand—now Front Row's Marketplace Partnership.
2014: Jan Bechler, Tim Nedden, and Björn Sjut start Finc3, now Front Row's Ecomm Management and D2C divisions.
2015: Christopher Skinner launches School House, now Front Row's Strategy & Design and Content Creation capabilities.
2017: BizMut Marketing launches specializing in B2B marketing, now Front Row's Digital Marketing B2B.
2018: Fortress Brand develops Catapult, the agency's proprietary business intelligence software, in-house.
2019: Finc3 launches Enalytics for holistic Amazon and marketplace business management.
2020: Taylor & Pond's 5,000 square foot Creative Production Studio opens its doors.
2020: Fortress partners with Trivest, foreseeing holistic service expansion for clients and long-term success.
2021: Fortress Brand joins forces with beauty branding agency, School House, laying the foundation for what is now Front Row.
2022: School House Studios launches in Manhattan, producing turnkey content for beauty brands.
2022: Fortress goes global with the acquisition of Finc3, a top-tier EU digital marketing agency based in Hamburg, Germany.
2022: Taylor & Pond joins Fortress, creating what is now Front Row's Content Creation and Digital Marketing divisions.
2023: Catapult launches as a standalone business intelligence product for Amazon sellers.
2023: All agencies unite to launch Front Row, committing to empower commerce growth for top and emerging brands.
2024: Front Row acquired by Charlesbank, a strategic investment to accelerate innovation and business growth while maintaining its focus on high-quality, personalized service at scale.
2025: Front Row acquires Build in Amsterdam, a premier Shopify agency known for building digital flagship stores for some of the world’s most iconic fashion and lifestyle brands.
🗓️ How to Add a Meeting Room to Your Google Calendar (Desktop Only)
Whether you’re booking a 12-person client sync in SoHo or snagging a phone booth for a quick call, here’s how to see room availability right in your calendar:
✅ Step-by-Step
Open Google Calendar
Head to calendar.google.com
On the left side, under “Other calendars”, click the “+” icon
Choose “Browse resources”
In the pop-up window, you’ll see a categorized list of rooms by office location.
📍 5 Crosby Street – NYC Office
Room Name
Capacity
5-Crosby-5-Brooklyn Office
5
5-Crosby-5-Grah Meeting Room
9
5-Crosby-5-Manhattan Meeting Room
4
5-Crosby-5-Phone Booth 1 through 5
1 each
5-Crosby-5-Queens Meeting Room
6
5-Crosby-5-SoHo Conference Room
12
5-Crosby-5-Staten Island Conf Room
4
🌴 840 Fifth Ave – San Diego Office
Room Name
Capacity
840F-2-Studio Office
4
840F-3-Conference Room
12
840F-3-Director’s Office
5
840F-3-Meeting Room
5
Check the box next to the room(s) you want to view
Once selected, the room appears under “Other calendars”
You’ll now see its availability in your calendar view—just like you would for a teammate
🧠 Pro Tip
When scheduling a meeting:
Click “Rooms” in the Add Guests section
Google will show only rooms that are:
✅ Available at your meeting time
✅ Not already booked
✅ Can fit your guest count (if set)
Perfect for snagging the right room without endless back-and-forth.
✈️ Why Your Device Won’t Connect to Plane Wi-Fi – and How to Fix It
Good news: Front Row Group does not block any Wi-Fi connections on company-managed devices. If you’re having trouble connecting mid-flight, it’s usually due to airline policies or browser caching. Here’s how to troubleshoot based on your airline:
🛫 General Troubleshooting First
Try connecting via Chrome incognito mode
If that works, your cached data may be the issue.
To clear cached Chrome data (on your work profile):
Click the three dots in the top-right corner of Chrome
Go to:
Settings Privacy and security Clear browsing data
Choose “All time” and check “Cached images and files”
Click Clear data and try reconnecting
🧩 Airline-Specific Rules and Limits
✈️ Delta
Free Wi-Fi supports unlimited devices—but only one can be actively connected at a time
You must log out on one device before using another
Want multiple active devices? ➡️ You’ll need to purchase additional passes
✈️ American Airlines
Free Wi-Fi (via Viasat) = one device per flight
You can switch devices, but not use two simultaneously
Ad-supported, ~20 mins per session
Paid subscriptions:
$49.95/month (1 device)
$59.95/month (2 devices)
✈️ Southwest Airlines
A-List Preferred & Business Select:
Up to 3 devices per day
If both apply, up to 6 devices
Other passengers:
$8 per device, per flight
✈️ Alaska Airlines
T-Mobile users: May get free sessions or full-flight access (check your T-Mobile plan)
Others: Satellite Wi-Fi available for purchase
Generally allows multiple devices, depending on your access level
✈️ Air France
Free inflight Wi-Fi
Connect multiple devices simultaneously
Must log in with your Flying Blue account
✈️ JetBlue
Totally free and unlimited devices
Use your phone, laptop, tablet—all at the same time
✈️ United Airlines
Free Wi-Fi via MileagePlus account
Use multiple devices, but only one active at a time
💡 Still Stuck?
If incognito mode works but normal Chrome doesn't, clear your cached data as above.
If Wi-Fi still won’t load:
📧 Ping help@frontrowgroup.com when you land, and we’ll dig deeper.
Let me know if you want this as a printable flyer for travel prep or a preflight checklist for your team!
Security for AI features in Slack
Slack is committed to data ownership, security, and privacy, and our AI features have been built to uphold these commitments. Here’s an overview:
Customer data never leaves Slack-controlled infrastructure and is never used to train large language models (LLMs).
AI features in Slack only work with data that members have access to.
Our AI features uphold all of Slack’s enterprise-grade security and compliance requirements. To learn more, visit our Trust Center.
How do AI features in Slack work?
Slack uses third-party large language models (LLMs), hosted within our secure Amazon Web Services (AWS) infrastructure and data already in your Slack workspace or organization, to power a suite of personalized AI productivity tools. When you use AI features in Slack, we apply in-house ranking models (running on our standard architecture) to find and sort the most relevant information. This information is then sent to an LLM hosted by AWS. The LLMs generate a response and Slack returns the response to you. The LLMs do not retain any information from the request.
Is my Slack data used to train third-party generative AI models?
Customer data is never used to train third-party LLMs. Instead, we use a technique called Retrieval Augmented Generation (RAG) that sends only the data necessary for each task to the LLM at the time of inference. With RAG, data is sent in the context of inference requests. While the model may temporarily cache the data, it cannot store the data in a database or on disk.
Will Slack show private data members don’t have access to?
Slack’s AI features only use Slack data that members have access to at the time of request and won’t display or use data from private channels or direct messages (DMs) they aren’t a member of. For example, AI searches will never surface any results that Slack’s regular search would not. Similarly, summaries will never contain content that you could not otherwise see while reading channels or DMs.
How long will AI features in Slack retain data?
Conversation summaries and search answers
Conversation summaries and search answers produce ephemeral AI responses (ex. responses will eventually disappear when you navigate away or close out the result), and that data is not stored on devices or servers.
Recaps
Recap data is stored for 90 days so that you can temporarily revisit past recap history. If messages used in the recap are deleted or tombstoned (ex. a record to show data was deleted) by any deletion or compliance policy, the stored recap will also be deleted.
Channel summaries generated by a workflow
Unlike the conversation summaries that users generate for themselves, when you generate a channel summary with the Summarize public channels workflow step, the resulting summary is not an ephemeral AI response. Depending on the workflow’s subsequent steps, the channel summary can be sent as a message to a conversation, or added to and stored in a canvas. In these situations, the message or canvas containing the AI generated summary will be retained in Slack according to your organization’s data retention settings.
How does Slack prevent misleading information (or AI “hallucinations”)?
Responses from Slack’s AI features may include citations to the source message that informed the summary or search answer. Select a citation to jump to the original message and review it for more details or verification. Slack employs a quality monitoring system that evaluates AI outputs, alerting the team to regressions in quality once these evaluations detect hallucinations or other evaluation metrics. Additionally, prompts sent to LLMs during AI feature usage follow best practices from our model providers to ensure accurate, consistent, and safe results.
Can I turn off AI features or limit access?
Yes. Owners and admins can decide which AI features members of their workspace or Enterprise organization can use. On Enterprise plans, Org Owners and Admins can also limit access to AI features to certain users and groups. Head to Manage access to AI features in Slack for more details.
Hi Team,
Although all these Ai tools continue to emerge across our platforms—from Slack to Google Workspace and beyond—it’s important to remember that many of these features are still in early-stage development. While they show strong potential for improving productivity, they are not yet reliable for critical workflows.
⚠️ Key Considerations
1. Experimental Capabilities
Current AI features such as summarization, content generation, smart search are often experimental. They may miss key context, oversimplify discussions, or provide inaccurate outputs—especially in complex or technical threads.
2. Inconsistent Accuracy
AI-generated insights can vary widely in quality. It's not uncommon for tools to “hallucinate” facts, omit decisions, or draw misleading conclusions. These outputs should not be treated as authoritative without human validation.
3. Privacy & Access Boundaries
Our AI tools operate within your permission scope—but context leakage, sensitive information summarization, or improper use can still occur if relied on too heavily. Always treat AI assistance as additive, not definitive.
✅ Guidance Moving Forward
Use AI tools only in non-critical, low-risk contexts.
Manually validate all AI-generated content before acting or sharing.
Avoid replacing formal notes, reports, or key decisions with AI summaries.
When in doubt, default to human review.
We’re actively monitoring and working to evolve these tools and will share updates as they stabilize. In the meantime, please flag any inconsistencies or edge cases you encounter so we can continue ensuring safe and effective Ai use.
Whitelist IP for Catapult (internal dashboard) access SOP:
Please go to this site: https://checkip.amazonaws.com/
~Copy the IPv4 number
Then copy and paste this command in any private DM: /ipaddress-internal xxx.xxx.xx.xx
~Replace the x's with the IPv4 number you copied from the previous step.
You will see a Slackbot message:
Processing your command. Slack might say operation_timeout, but it's working. Please Wait...
IP Address Updated to: xxx.xxx.xxx.xx
Now try to access Catapult!
Wifi Issues with Apple Mac Computer advanced troubleshooting:
Automate forget network and rejoin via Terminal to ensure we are meeting WPA3 protocols.
The networks seemed to be out of order
#We remove and readd the wireless network manually to ensure proper setup and prepare for preferred order
Step 1: Remove Front Row Group manually via system settings and re-add it.
Speaking Note to end user: Macs connect to the order of preferred networks. If you travel a lot it will take time to connect
#This verifies the order of preferred wireless network
Step 2: networksetup -listpreferredwirelessnetworks en0
This sets FrontRowGroup with the preference of 0 first in connection
Step 3 networksetup -addpreferredwirelessnetworkatindex en0 "FrontRowGroup" 0 WPA2 "#1Marketplace"
# This verifies FrontRowGroup SSID is on top of the list
networksetup -listpreferredwirelessnetworks en0
How to Enroll iPhone to Authenticator for Front Row Group
Step-by-Step Instructions:
Step 1: Access Microsoft 365 Account Settings
Open Google Chrome or Safari
In a new tab, click the Google App Drawer (nine-dot icon in the upper-right)
Scroll down and select Microsoft 365
Step 2: Open Your Account Dashboard
Once logged in to Microsoft 365:
Click your profile icon in the bottom left corner
Select “View Account”
Step 3: Go to Security Info
On the left sidebar, click “Security info”
Step 4: Add the Authenticator App
Click “+ Add sign-in method”
Choose “Authenticator App”
Follow the on-screen prompts to:
Open the Authenticator app on your iPhone
Select Add Account → Work or School
Scan the QR code shown on your desktop
Step 5: Finalize Setup
Approve the test notification on your iPhone
Confirm setup completion back in the Microsoft 365 window
Front Row Group – SOP: Gmail Login via Chrome + MFA Setup (Text & App)
This SOP outlines how to:
Log into your Front Row Group email using a Google Chrome profile
Set up MFA via SMS (text message) and authenticator apps (Android and iOS)
Why It Matters:
Front Row takes security seriously. MFA is a required policy for securing employee accounts and complying with internal InfoSec protocols.
Security Note
This MFA setup is part of your required onboarding. Failure to complete it can result in limited access to tools like:
Slack
Asana
Zoom
Google Drive
STEP 1: Log into Gmail via Chrome Profile
A. Create a Chrome Profile
Open Google Chrome
Click the user icon (top right corner)
Select “Add” or “+ Add Profile”
Name your profile (e.g., "FR Work") and pick an icon
Choose “Sign in to Chrome”
Enter your @frontrowgroup.com email
Log in using your current Front Row credentials
B. Turn on Sync
When prompted, click “Turn on Sync”
This enables Chrome to sync bookmarks, extensions, and settings
STEP 2: Set Up MFA via Google Account
Go to: https://myaccount.google.com/security
A. Navigate to “2-Step Verification”
Under “Signing in to Google,” click “2-Step Verification”
Enter your Front Row password when prompted
STEP 3: Add MFA Methods
OPTION 1: Phone Number (SMS)
Scroll to “Add more second steps to verify it’s you”
Click “Add Phone Number”
Enter your mobile number and select “Text message”
Enter the verification code sent via SMS
Click “Turn On”
OPTION 2: Authenticator App (Android/iOS)
Under “Authenticator App,” click “Set up”
Choose your phone type (Android or iPhone)
Open your preferred authenticator app:
Google Authenticator
Microsoft Authenticator
Authy
Scan the QR code shown on your screen
Enter the 6-digit code generated by the app
Click “Verify” then “Done”
STEP 4: Confirm All MFA Options Are Active
You should now see:
✔️ Phone (SMS)
✔️ Authenticator App
You may set one as the primary and keep the other as backup.
Troubleshooting Tips
Ensure you’re using your @frontrowgroup.com account
If the QR code fails to scan, use the manual code entry option in your app
Still stuck? Email 📧 help@frontrowgroup.com
Video Tutorial: https://watch.fortressbrand.com/conversations/1dd1be5b-5bd9-5663-a005-40ccd91f9eac
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