Recently, Eirian Price, solutions architect here at Central was put in the hot seat, as The Lancashire Times gave him just 10 minutes to answer 10 burning questions.

If you missed the original article, you can catch-up here…

What does a typical working day for you involve?

A typical day for me involves finding solutions to business problems for our clients. In my role, it's essential to translate the technical jargon to a usable state so that the actual value of a solution shines through. I also manage the larger projects that Central is involved with, providing a much-needed single point of contact between our customers and us.

My role involves getting to grips with new and upcoming technologies. I do this by working closely with our existing partners, getting involved in industry-specific events, and making the most of training opportunities.

What makes your company special?

I’ll use the company motto, ‘big enough to cope and small enough to care’. This is very true of Central — it is a family run business, which considers what everyone has to bring to the table.

Do you have any business rules that you swear by?

Write things down! I have learnt this the hard way over the last 20 years, as things tend to leave my brain almost immediately.

Do you dress up or down for work?

I like to show that I care, so I usually dress up. For me, this means making the effort and wearing a shirt. It’s just as important as it ever has been to present yourself well, especially for meetings — even if we are still on Zoom!

What piece of advice would you give your 18-year-old self?

Take yourself more seriously, and don’t let the imposter syndrome get the better of you — that’s definitely something I’ve learnt throughout my career.

What’s your favourite Lancashire venue for an event or team away day?

Our yearly team trip to Blackpool Illuminations is definitely my favourite! A great excuse to step away from my screen with the rest of the Central team.

How do you prefer to travel for business?

I prefer to travel by car, I like the peace and quiet that it brings. Yes, you can’t work like you would on a train, but it gives me some extra thinking time.

What’s your favourite place in Lancashire to relax?

Anywhere that’s good for walking. There are a lot of hidden gems to discover and I’m looking forward to getting my hiking boots on and getting into the great outdoors more!

Where is your favourite place to eat in Lancashire, and what dish do you recommend?

The chip shop in Fleetwood is always a treat!

What do you miss most about Lancashire when you’re away?

The scenery!

While rapid advancements have certainly been made in recent years throughout the tech industry, there has also been a continuous development in the sophistication of malware attacks – with perpetrators using techniques that make them even more difficult to spot on even the savviest of devices. In fact, the National Cyber Security Centre (NCSC) reported in their 2021 breaches survey that almost 40% of UK businesses experienced an attack last year alone.

Amongst other efforts, machine learning (ML) is fast becoming a popular trend across organisations to bolster security infrastructure and act as a more forceful deterrent against threats. Already, this transformative technology has played a critical role for businesses in reducing the opportunity for attacks and limiting damage, should they have been exposed to vulnerabilities.

But with the continued advancements in the complexity of cyber fraud, traditional security is no longer fully comprehensive to ensure a system is as secure as possible. Previously unseen methods of attacks are impossible to detect with security protocols that are only looking for known threats.

That’s why here at Central, we’ve partnered with Darktrace to offer industry-leading artificial intelligence systems that allow for proactive monitoring of organisational activities, quickly identifying, triaging, and even neutralising the issue instantly.

So, what exactly is ML?

A subfield of artificial intelligence (AI), ML is a group of techniques and technologies using algorithms and statistical models to scrutinise large volumes of data and discover unique patterns or uncover anomalies, which it can then use to draw inferences and make predictions on new input data.

Similar to the way in which Spotify offers recommendations for new music – based on a user’s previous listening experiences – ML is one of the various approaches to AI that utilises a system that is capable of learning from data and making decisions to build upon this it, without the aid of human interaction.

One area of ML, known as deep learning, imitates the ways in which humans gain certain types of knowledge through artificial neural networks in which algorithms are complexly layered and used to extract progressively accurate iterations of data.

So, what are the applications of ML in cyber security?

With their ability to trawl through endless datasets, identify patterns and pinpoint anomalies, ML systems are proving increasingly useful for proactively uncovering security threats in their infancy and alerting the right people before they have the chance to compromise your systems.

Not only does this AI approach save a lot of precious time and resources, it also afford continuous improvement over time – as you fuel your system with fresh data, the model’s accuracy and efficiency to build upon information will continually improve with subsequent training.

This data training approach does mean that ML is not a rapid start solution to potential threats. For algorithms to be able to set a baseline of ‘normal’ performance, they need to be fed months of data. Only then will the system be capable of discovering patterns and detecting threats and anomalies accurately.

So, ML can make cyber security smoother, more proactive, less costly and far more productive – but only if the underlying supporting data provides an absolute overview, and has been doing so for a generous period of time. If your algorithms are not well designed or developed, the result won’t be very useful.

Exploring the key techniques

There are numerous variations of ML algorithms, but the most common classification techniques are supervised, unsupervised, semi-supervised, and reinforcement learning, which are primarily differentiated by the data they ingest.

Supervised learning: With this method,algorithms are trained using labels examples in which the desired data output is present to prompt pattern recognition and predict any unlabelled values. Supervised learning is primarily used in applications where previous data predicts future events, such as anticipating and identifying a cyber security threat.

Unsupervised learning: Capable of recognising abnormalities in data, without prompts, beyond the examples it has already seen, unsupervised learning constantly scouts the network for anomalies and draws inferences to form a variety of patterns that can be flagged as potential dangers. This method is essential for identifying the ever-changing methods that attackers use in an attempt to compromise your device.

Semi-supervised learning: This approach combines both supervised and unsupervised learning, augmenting labelled data with unlabelled data to build a more robust model. Because it is often less expensive and easier to obtain, semi-supervised learning generally contains a larger proportion of unlabelled data, and those that are labelled are usually more crucial.

Reinforcement learning: This method typically adopts a trial-and-error approach to learning in which autonomous agents interact with a certain environment in an attempt to see which policy yields the greatest rewards. Organisations can utilise reinforcement learning to proactively test the security of their own infrastructure.

Closing thoughts

There is no denying that ML is an exceptionally powerful tool – but what’s important to remember is that it’s no silver bullet. While the technology is certainly evolving at a significant rate, it will only ever be as good as the expertise that drives it – from the human analysts to the data itself.

And with such a complex array of information available, it’s inevitable that business leaders will feel overwhelmed about these emerging prospects. But the pervasive nature of AI – and the increasing sophistication of cyber threats – means that working knowledge is vital to stay on top form.

If you’re intrigued by what you’ve read in the above article, check out our other blog on ‘why artificial intelligence is the key to cyber security,’ for more food for thought.

What you really need to know about outsourcing your IT support

No matter the size or scope of your business, IT is an integral part of your day-to-day operations. And for many, there’s a mounting pressure not only to use world-class digital tech, but to provide exceptional internal support and services alongside it.

Outsourcing is often a sure-fire solution to minimise this burden, offering reliable assistance that boasts a whole host of efficiencies – including access to skill and competency, reduced costs and, although often overlooked, improved morale and productivity throughout your teams.

So, what does outsourcing really mean?

Outsourcing, in relation to IT, is a business practice that involves hiring an external third party to effectively deliver IT-enabled business process, manage infrastructure and provide unrivalled support services. It sounds simple – and that’s because it is (if you’ve done your research)!

What do I need to look out for?

Should outsourcing be a viable option for your business, it’s not just as straight-forward as jumping at the first experts you come into contact with – it’s about finding a match that’s perfect for you.

Most business owners don’t realise that it’s no longer an all-or-nothing choice – there’s an entire continuum of options available to suit the needs of their organisation. And to harness the true power of outsourcing, it’s important that you consider all these options analytically.

Here are some key pointers to get you started…

• There are different levels of support: Although some of these do overlap, there are general distinctions of first, second and third-line support when it comes to IT. At the most basic level, first-line support providers usually have a general knowledge of digital tech, and aim to deal with any requests using standard fixes before escalating the issue to second-line support. Second-line support providers usually have a more specific, technical skillset and try to establish a solution remotely, utilising conversation rather than generic script. With third-line support, you’ll be in the hands of a provider with extensive training, knowledge and experience, offering on-site visits and guaranteed fixes.
  
• Outsource strategically: You don’t necessarily have to outsource every single aspect of your IT support. By determining how each process creates value for customers, you can strategically pick and choose what to execute externally and what to focus on in-house – for example, by analysing any risks that might occur by outsourcing a specific task.
  
• Look for a provider that will be a true extension of your team: The best IT support providers will align with your company values and perspective. It’s always a good idea to visit any sites connected to your potential outsourcing support, and to put names to the faces you’re in discussion with. You should be confident that your agency partner will integrate seamlessly into your team, and that they will speak openly and freely as any member of your internal team would – in the best interests of your business and its wider objectives. 
  
• Avoid heavy jargon users: Any organisation which relies too heavily on jargon and technical language to promote their expertise should be a huge red flag. If you really understand something difficult, you can make it sounds simple – intimidation and scaremongering tactics are completely unnecessary.
• Develop a real human connection: At Central, we’re keen on the idea that customers are more than just a ticket. They should have the opportunity to speak to real people – rather than unresponsible, unreliable, automated systems – and feel that their requirements are truly understood.
  
• Trust is everything: Once you’ve outsourced the perfect IT partner, steer clear of micromanagement. Remember that you chose them for a reason – trust their expertise and let them showcase their full potential. Like any effective relationship, it’s important that your new hire feels like a fully-fledged member of the team.

Bottom line: choose your outsourced IT partner wisely

Outsourcing your IT support requirements can significantly reduce business costs, free up company time, improve productivity, and bring a whole new host of unique problem-solving expertise. But, to truly hone its power, be aware that you need to do plenty of background research – choosing a reputable partner with an extensive portfolio of experience and a similar set of values to your business is crucial. Nevertheless, the results are nothing short of rewarding when you find the right fit.

Here at Central, people are at the heart of the ‘how’ and ‘why’ of everything we do.

We started out on our IT journey back in 1991, and our mission and ethos haven’t changed. We’re a family-run firm that pride ourselves on our integrity, honesty, and objectivity – and we make IT stress free by keeping it as simple as possible.

But it’s our people who make this all possible. Get to know them more in our staff spotlight.

Name: Jordan Gallier
Job title: Infrastructure Engineer
Department: Technology

1. Sum up your role at Central in one sentence:

A bit of everything really — a one-stop-shop for everything Central, I visit clients’ sites to implement any products that they have purchased or perform any service work that is required.

2. What three words would your colleagues use to describe you?

Helpful, friendly, and reliable.

3. And what do you enjoy most about your job?

Meeting new people — getting to know new clients is always exciting.

4. Check your phone, what was the last emoji you sent?

A blue love heart! 💙

5. Who was or is your biggest inspiration?

My mum, she is very hard working.

6. You’re hosting a three-course dinner party, what’s on the menu?

It’s got to be BBQ spare ribs for starters, the main meal definitely has to be lasagne — my favourite – and the dessert would be crème brûlée!

7. Back to Central, what makes the company stand out?

It’s definitely our personal approach, we get to know our clients for who they are and what they do — and we tailor their IT support accordingly.

8. Tell us a fun fact about yourself we might not know:

I’m an avid fan of cars and anything car related, I used to own a modified MX5.

9. What would the title of your autobiography be?

Hard work, motivation, and having fun in-between.

10. Central’s mission is to ‘restore faith in IT’ – tell us more about what this means to you:

For many companies, IT can be seen as daunting — and here at Central, we’re here to make it accessible to everyone.

We make it more user-friendly and for firms to access their IT system anywhere they like.

If you’d like to receive more news and updates from the Central team, why not head over to our Twitter page or connect with us on LinkedIn?

Community Transport is a charity that brings people and opportunities together to help transform lives and build better communities.

IT specialist Central has been shortlisted for a prestigious housing award for its partnership work with Horton Housing, enabling residents to access WiFi for free during the pandemic.

Central, which is marking 30 years in business this year, has reached the final of the ‘Working in Partnership’ category of the Chartered Institute of Housing’s Northern Awards – a scheme that celebrates excellence across the region’s housing sector.

The impact of Covid-19 has further cemented Greater-Manchester-based Central’s drive to support and use its expertise to give something back to its Northern housing partners. This included working collaboratively with Horton Housing to deliver free WiFi access across its sites – providing residents with online connectivity and enabling them to have a vital support line during one of the most difficult periods in living memory.

Central donated the WiFi hardware required for the implementation and carried out the installation free of charge for Horton Housing’s first pilot site, as well as volunteering ongoing support and maintenance of the access points.

Jo Berry, Central’s co-owner, said: “Our team is really proud to be shortlisted for this prestigious award for our work with Horton Housing. We are committed to making a difference and strive to always go that extra mile for our housing customers.

“As an IT business, we feel we have a corporate social responsibility to ensure that everyone has an internet connection to access crucial online services. We are pleased that our partnership with Horton Housing has enabled this for its residents when they needed it the most.”

Paul Gartland, CEO of Horton Housing, added: “Gaining access to WiFi has been massive for us – Central hasn’t left us out in the cold to get on with things during the pandemic, instead they’ve gone above and beyond, taking more of a partnership approach, which we’re building to our mutual benefit.”

Since its inception in 1991, more than 70% of Central’s 2,000-strong client base have been non-profit organisations in the housing sector, having partnered with customers such as Bron Afon, SOHA, and Horton Housing.

The winners of the Chartered Institute of Housing’s Northern Awards will be announced at a ceremony in Gateshead on November 18.

A pandemic of a different variety is now plaguing businesses globally – ransomware attacks executed by sophisticated cyber criminals on both institutions and businesses alike.

Previously thought to only be the problem of large corporates or government bodies, no company is now safe from the ongoing threat that this type of attack poses.

In fact, according to IT Pro Portal, businesses in the UK each faced 686,961 breaches to their systems in 2020, with the Atlas VPN team also reporting that in the first half of 2021, ransomware attacks globally were up by 151% when compared to the previous period.

And, with online fraudsters only set to become more and more advanced, the forecast is bleak when it comes to the malware scourge.

But what is ransomware?

Ransomware is a piece of malicious software that, when installed on a computer or network, can effectively hold the owner of that system to ‘ransom’, as it blocks their ability to access it until a fee is paid to unlock it.

Typically, this type of software is installed unknowingly by an organisation’s employee, via phishing emails or via drive-by downloading, which is when a user visits a compromised website – often unwittingly – resulting in malware being downloaded and installed without their knowledge.

An alert will often show stating that they must pay a ‘ransom’ – and the fear and panic that ensues is what these cyber criminals use to get their victims to pay up.

So how can I avoid it?

It’s now that case that it’s not ‘if’ an attack will happen, but a question of ‘when’, so it’s important to take steps to both mitigate the risk — and have a plan in place to avert disaster should the worst happen.

We advise all businesses to:

1. Make regular back-ups
   Backing up your data and storing it at a separate, secure location means that if an attack occurs, you won’t have to pay the ransom to access your information. Ensure that you know how to restore your records and regularly test that it’s working as expected.
   
   
2. Take steps to prevent malware being downloaded and installed
   There are many ways to go about this, including educating colleagues on how to avoid phishing emails and installing mail filters, blocking websites that are known to be malicious, and ensuring all cyber security software is consistently updated.
   
   It’s also important to manage user permissions correctly and practice good asset management – as well as keeping devices patched. Centrally managing devices so that only permitted applications can be run is key to preventing installation in the case that a malicious file has been downloaded.
   
   
3. Plan for an attack
   If your organisation is subject to a ransomware situation, there are steps you can take to limit the impact. This includes disconnecting infected devices as quickly as possible, disabling core network connections if necessary, and resetting all log-in credentials across the board. Furthermore, check that your back-up has not been compromised.
   
   You can then safely wipe infected devices and reinstall the operating system, connect to a clean network and install and update anti-virus software. Once you are certain the device (and your back-up) is free from malware, you can reconnect to the main network and monitor for any further suspicious network activity.

There are more ways that a business can protect itself from an attack, and the advancement of anti-virus software – particularly in the field of artificial intelligence – will help to keep online criminals at bay. At Central, we’re experts in cyber security, and can take a holistic approach to your systems and people to minimise the risk of a ransomware attack.

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Heywood-based IT solutions provider, Central, has been appointed by Brighter Futures Housing Association as the firm’s dedicated technology partner for the next three years – after winning a private tender.

Brighter Futures is a Staffordshire-headquartered support service and accommodation provider for people living with mental health, homelessness, and other complex needs, and the firm sought an IT partner that could help to streamline its tech infrastructure.

As part of the project, Central will be providing a holistic solution that includes first, second, and third-line support for the housing association’s 230-strong workforce. The tech company’s team of engineers will be delivering a managed IT service, including endpoint and patch management, capacity and availability monitoring, plus regular service and maintenance reviews.

Commenting on the new contract, Central’s client director, Mike Dunleavy, said: “It’s exciting to be working with Brighter Futures as its trusted tech partner – driving the site’s tech infrastructure forward and helping it to plan for the future, through long-term IT strategy delivery.

“We have over 20 years’ experience within the housing sector – and 30 within the wider industry – and have worked with hundreds of customers in this realm, so we know our expertise and knowledge of industry trends will be mutually beneficial in this partnership.”

Paul Richards, interim head of contracts and procurement at Brighter Futures, added: “The crucial social and community work we carry out relies on us being able to be online 24/7, because without the right fast-functioning technology, we can’t help the vulnerable people who need our support.

“We chose Central not only because their tender was the most professional, but because having seen their wider work in the housing sector, we knew they would understand how to assess our IT infrastructure requirements. We’re excited at what the future holds.”

Central’s IT engineers are currently working behind the scenes to build up a picture of Brighter Future’s tech stack and digital infrastructure, with the project officially due to kick off mid-August.

The Heywood company currently counts Horton Housing, Women in Social Housing, and Bron Afon among its client roster.

Heywood-headquartered IT solutions firm Central is celebrating 30 years of trading this year, with a catalogue of activities – some of which are charity led – to mark the occasion.

Forming part of the repertoire of commemorative events, Central has undergone a complete rebrand and website launch, completed a fun run for its charity of the year, Springhill Hospice – raising £711 – partnered with Horton Housing to offer free Wi-Fi access to vulnerable residents during the pandemic, and donated 30 bags of shopping to Rochdale Boroughwide Housing.

Next on the company’s anniversary agenda is to carry out the Springhill £30 Corporate Challenge – seeing how much the Central team can grow the £30 cash loan from the Hospice, within a three-month period.

Commenting on its major corporate milestone, Central’s co-owner, Jo Berry, said: “We’re so proud of how far we’ve come over the last 30 years. It’s been an incredible journey and we pride ourselves on the reputation we’ve built up within the sector.

“It’s a very competitive industry, and some of our customers have been with us for over 20 years, which shows the emphasis we put into nurturing long-term, genuine relationships.”

While Central works with SMEs across a range of sectors – including manufacturing, professional services, education, and more – social housing is an area in which the business has specific expertise.

“We genuinely care about making a difference,” continued Jo. “Providing services to those operating in the not-for-profit sector is really important to us, and that’s why charity work is forming part of our 30^th birthday celebrations.”

Central recently donated and delivered 30 bags of essential food items to Rochdale Boroughwide Housing’s Kirkholt, Smallbridge, and Freehold community pantries – supporting the work it’s doing in these locations.

The family-owned IT business was founded in 1991 by Chris Mycock, with Jo Berry joining in 1998, and has helped over 2,000 clients – spanning Lancashire, Yorkshire, and the North East – with their IT and support needs, since its inception.

Other activities on the radar for the rest of the year include client events, workshops, and more fundraisers – alongside smaller milestone markers such as new staff appointments, blogs, and social media campaigns.