Theodore Werth
Broker in Bedford, MA

2011002, Jan 27, 2011

Jul 23, 2010

12/842691

Theodore Werth - Bedford MA, US
Joshua Goldlust - Wakefield MA, US

G06F 15/16

709202

The solution of the present application provides many types and forms of resources, such as products or services, to an environment of heterogeneous devices. An agent and centralized service may communicate to deliver an optimum package of resources to a device. Each device may include an agent that collects information important to determining the appropriate resources for the device and understanding the environment the devices are contributing to. The information may be stored and analyzed in a cross device knowledge base, and the knowledge base may be consulted to determine resources appropriate for devices. The agent and centralized service may engage in pro-active alerting and provisioning of services, based on any collected information, to minimize the burden of resource procurement on the customer. After delivery of resources, the agent and centralized service may also perform updating, repairing, and healing functions for the resources. Resources may be aggregated into a cohesive platform to be combined and delivered in an optimum manner, and resources may also be maintained and monitored to ensure their quality via escalation or remedial action. Devices may be connected to the resources through intelligent routing.

2011002, Feb 3, 2011

Jul 23, 2010

12/842683

Theodore Werth - Bedford MA, US
Joshua Goldlust - Wakefield MA, US

G06F 15/173

709224, 709226

The solution of the present application provides many types and forms of resources, such as products or services, to an environment of heterogeneous devices. An agent and centralized service may communicate to deliver an optimum package of resources to a device. Each device may include an agent that collects information important to determining the appropriate resources for the device and understanding the environment the devices are contributing to. The information may be stored and analyzed in a cross device knowledge base, and the knowledge base may be consulted to determine resources appropriate for devices. The agent and centralized service may engage in pro-active alerting and provisioning of services, based on any collected information, to minimize the burden of resource procurement on the customer. After delivery of resources, the agent and centralized service may also perform updating, repairing, and healing functions for the resources. Resources may be aggregated into a cohesive platform to be combined and delivered in an optimum manner, and resources may also be maintained and monitored to ensure their quality via escalation or remedial action. Devices may be connected to the resources through intelligent routing.

8594304, Nov 26, 2013

Oct 22, 2010

12/910507

Theodore Werth - Bedford MA, US

Plumchoice, Inc. - Billerica MA

H04M 3/00, H04M 5/00, G06Q 10/00, G06K 11/00

37926505, 37926501, 37926512, 705 714, 705305, 714 25, 714 46

The present solution is directed to a hybrid customer support model for providing remote online support service in conjunction with local onsite support service. A local technician provides on site support service for a device at a premise for a predetermined amount of time. The onsite support by the local technician may be limited to a subset of the tasks for resolving an issue with the device or otherwise be limited to applying a subset or scope of skills to resolving the issue. In one embodiment, the local technician has a first type of skill from a plurality of skills. The local technician identifies an issue with the device and sends the issue to a centralized service. The centralized service receives an identification of the issue—the resolution of which may include a plurality of tasks. In one embodiment, each of the plurality of tasks is performed by one or more remote technicians having a skill type corresponding to the task. A resource pool is managed via the centralized service to support information flow in the hybrid model.

2009012, May 14, 2009

Jul 9, 2008

12/169706

Theodore Werth - Bedford MA, US

G06F 15/16

709218

The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide a pool of technical support resources to service a widely distributed resource need, such as support and repair resource needs of a chain of consumer outlets or an aggregated group of single proprietor consumer outlets. With this solution, qualified technical resources are provided from a central location to service a widely distributed retail environment. This is on-demand online remote support service is called or referred to as “support from a spigot.” The distribution method enables the delivery of higher quality, more reliable and overall lower cost services. Instead of requiring dedicated technical resources at each location, lower skilled labor may be deployed at the location to enable the remote technical support services process.

2010013, Jun 3, 2010

Feb 4, 2010

12/699999

Theodore Werth - Bedford MA, US

G06Q 10/00, G06Q 99/00, G06F 15/16

705 9, 705301, 705304, 709219

The solution described herein provides an innovative use of remote services technology integrated with service personnel onsite at the point of service, such as a consumer repair outlet, to provide a pool of technical support resources to service a widely distributed resource need, such as support and repair resource needs of a chain of consumer outlets or an aggregated group of single proprietor consumer outlets. With this solution, qualified technical resources are provided from a central location to service a widely distributed retail environment. This is on-demand online remote support service is called or referred to as “support from a spigot.” The distribution method enables the delivery of higher quality, more reliable and overall lower cost services. Instead of requiring dedicated technical resources at each location, lower skilled labor may be deployed at the location to enable the remote technical support services process.

2011002, Jan 27, 2011

Jul 23, 2010

12/842702

Theodore Werth - Bedford MA, US
Josh Goldlust - Wakefield MA, US

G06F 17/30

707803, 707E17044

The solution of the present application provides many types and forms of resources, such as products or services, to an environment of heterogeneous devices. An agent and centralized service may communicate to deliver an optimum package of resources to a device. Each device may include an agent that collects information important to determining the appropriate resources for the device and understanding the environment the devices are contributing to. The information may be stored and analyzed in a cross device knowledge base, and the knowledge base may be consulted to determine resources appropriate for devices. The agent and centralized service may engage in pro-active alerting and provisioning of services, based on any collected information, to minimize the burden of resource procurement on the customer. After delivery of resources, the agent and centralized service may also perform updating, repairing, and healing functions for the resources. Resources may be aggregated into a cohesive platform to be combined and delivered in an optimum manner, and resources may also be maintained and monitored to ensure their quality via escalation or remedial action. Devices may be connected to the resources through intelligent routing.