1.
End User Computing
at CloudHesive
AWS End User Computing Workshop
Atlanta
February 2nd, 2023
Patrick Hannah, CTO
Jamie Marshall, VP
Cloud Services Sales

2.
2
CloudHesive is a cloud
software and services
firm and an AWS Premier
Consulting Partner
We were founded by veterans in the cloud
technology space in 2014
We are experts launching businesses to new heights in the
cloud by providing the freedom to focus on what they do
best.
We serve the Americas
Headquartered in Fort Lauderdale, FL, with sales and
engineering teams across the US, CloudHesive has offices
in Norfolk, VA, Santiago, Chile, and Buenos Aires,
Argentina.
Our domain is the AWS ecosystem
CloudHesive offerings include business solutions and
managed services that integrate AWS, Amazon Connect,
Amazon WorkSpaces, and more with a broad portfolio of
related technology partners including our own next-
generation SaaS platforms.

3.
Offices in US, Argentina and Chile
Operations in Canada, México,
Colombia, Paraguay, Uruguay,
Perú and Ecuador
3
CloudHesive
+160
Employees
Globally
+80
Average Projects
Completed/Year
+100
Commercial
& Public Sector
Customers

4.
4
+ 100 Customers

5.
SaaS Solutions To Enhance AWS
We’re more than just hired hands. Our Dextr and Centricity Software-as-a-Service platforms takes the
base AWS functionality and customizes it with features and functionality, without you having to
understand the technical underpinnings of complex cloud services.
6
DextrFlex is a multi-tenant SaaS product built on Amazon Web Services (AWS)
intended to solve for Amazon Connect customer’s desired capabilities. Primary
features include an Agent and Supervisor Dashboard, providing additional
capabilities not included in the native Amazon Connect Interface as well as
providing additional channels for agents to engage with customers.
Media Box provides complete Over the Top programming and streaming
services on top of Amazon Elemental and Media Services. We provide you
with real-time dashboards enhanced reporting, detailed analytics, customer
content delivery and video library recording and search capabilities.
CloudHesive’s Secure Workplaces enables customers to instantly manage
and oversee thousands of Amazon WorkSpaces and AppStream
2.0 usage across multiple AWS accounts and regions from a single
interrace, making it amazingly simple to scale your business.
DextrFlex
Centricity
Media Box
Centricity Secure
Workplaces

6.
How we support your business
Start with quick wins
Quickly show value to the business; use
the success story to evangelize
Move from theory to real-world
Show incremental improvement with
minimal/no change to operations
What works as a quick win?
Applications with minimal dependencies or
dependencies that can be reproduced with
minimal lifting
Use Case Specific: Contact Center,
Professional Services, Compliance
Platform Specific: Citrix
Preliminary Assessment
Typically performed before the execution of
a Statement of Work
Understand drivers, applications, inventory,
constraints and success criteria
Any immediate opportunities for
improvement?
Detailed Assessment
First step after execution of a Statement of
Work
Understand dependencies (service to
service, software, etc.)
Understand order of operations for
migration and approach

7.
How we support your business
Migration
Destination (Landing Zone) Planning and
Implementation
Prepare AWS accounts to meet customer specific
Security, Networking, IAM, Directory and
Architecture needs
Prepare customer organization for shift to AWS
Ensure processes are in place to support
migration
Migration Planning/Migration Start
Plan migration sprints (again by dependency and
type of migration)
Execute migration sprints
Measure migration sprints
Post Migration
Customer Enablement
Customer CCoE Framework
Next Generation Managed Services

8.
End User Computing Segments
Contact Center/Business Process Outsourcing
Contact Center in a Box – Bundled with Amazon Connect
Legacy End User Computing Considerations
Professional Services/Back Office
Accounting/Auditing
Disaster Recovery/Compliance Considerations
Cross Industry Compliance Needs
SOC 2 Type 2
CMMC
Research

9.
End User Computing Trends
Pre 2020
Aligned to the previous slide’s segments
Compliance was focused on SOC 2 Type 2 and generalized Disaster Recovery capabilities
Contact Center use cases utilized incumbent Contact Center Technologies
2020 – 2021
February 2020 – March 2020: Push to create stop-gap solutions to support from from home
Beyond March 2020: Long-term thinking around End User Computing initiatives
Post 2021
Contact Center in a Box Implementations
Expansion of Compliant workload implementations CMMC and Research
Sustainability
Enterprise Portfolio Management

10.
Public Cloud End-User Spending – YoY Growth

11.
Users continue to significantly contribute to incidents
Verizon 2022 Data Breach Investigations Report (DBIR)
https://www.verizon.com/business/resources/T232/reports/dbir/2022-data-breach-investigations-report-dbir.pdf

12.
Ransomware based breaches continue to grow
Verizon 2022 Data Breach Investigations Report (DBIR)
https://www.verizon.com/business/resources/T232/reports/dbir/2022-data-breach-investigations-report-dbir.pdf

13.
End User Computing Sample Deployment

14.
What’s missing?
Ingress Security Group to WorkSpace
Egress Security Group from WorkSpace to (Internet)
Security Groups to/from other Services (AWS and On Premises)
Security of the WorkSpace Environment
Security of supporting servers (Active Directory)
Security of other network-accessible resources (Web Servers)
User Permissions (Non-Local Admin, Local Admin, Global Admin)
Access of the WorkSpace (PKI Cert, PKI PIV, Network, MFA)
The rest of the AWS Account? The rest of the AWS Account! (Services, APIs)

15.
User Characteristics Drive Service Selection
5 AWS Services available to deliver End User Computing Services
EC2
WorkSpaces Core
WorkSpaces
AppStream 2.0
WorkSpaces Web
A typical approach to service selection might include an evaluation of the Workload, it’s Architecture, How it’s
Monitored, Automation utilized to address proactive and reactive maintenance and the overarching processes around
the Operation of the Workload
In the case of End User Computing Workloads, User Characteristics drive the Workload selection, which in turn drives
the rest of it’s Characteristics
Workload
Architecture
Monitoring
Automation
Processes

16.
Sustainability in Technology
Industry Goals
AWS Goals – Water Positive 2030, 100% Renewable Energy 2025
Partner Impact – 1 of 13 domains in MSP Audit focus on sustainability
Industry Impact – 1 of 6 pillars in Well Architected Framework focus on sustainability
Customer Impact – Proactive (planning) and reactive (actual consumption) visibility into a workload’s Carbon Footprint
Organizational Goals
Our Goals – Influence and impact our customers through leadership
Our Unique Position
Cross section of customers
Influenced Impact
Direct Impact
Sustainability in technology starts with optimization (cost, performance, etc.) – it doesn’t end
there
Defining operational parameters – how “fast” does ”it” need to be?
Service selection (which can be influenced by/influences cost optimization objectives) – running 24
hours a day servicing work-day application

17.
At the Core of Sustainability is Value Optimization
Approaches
Cost Optimization
Portfolio Management
Cloud Workload Lifecycle Management
Governance, Risk, Compliance (or the cost of lacking it)
Next Generation Managed Services Philosophy of Continuous Improvement
People (Skilling), Processes, Technology and Measures – CCoE
Outcomes
Organizational Value Creation
Partner Value Creation
Customer Value Creation
Investor Value Creation

18.
Customer Reference – Contact Center
Customer/Industry
Healthcare
Challenge
Lack of Domain Knowledge.
Approach
Provide “Call Center in a Box” for small group of healthcare consultants with Amazon
Connect/Dextr and WorkSpaces (approximately 5-10 agents to start growing to 100 at
scale).
Results
Setup Amazon Connect and WorkSpaces for remote agents to field calls and input
data for patients.

19.
Contact Center Architecture

20.
Customer Reference – Professional Services
Customer/Industry
Professional Services
Challenge
Customer had a business need to provide extremely secure and responsive virtual desktops for
accountants and 3rd party auditors.
The customer team knew that they had to find a solution that would provide a secure and auditable
working environment.
They knew they also needed to seek a managed service because they didn’t have the resources
internally to architect, build and manage such a complex environment.
Customer needed secure functionality to provide secure shared storage so their users could securely
share documents with customers, they needed to provide secure access to their proprietary tools for
audit purposes and have implemented security controls to make sure the environment was auditable
and highly secured.
There would also be multiple tenants or groups of auditors in the AWS environment at the same time,
therefore segregation and restriction rules are a must.
The multiple groups also required an ability to differentiate costs per auditor groups.

21.
Professional Services Architecture

22.
Customer Reference – Professional Services
Approach
CloudHesive worked with customer to understand the complete set of requirements and needs of the customer.
The CloudHesive team worked hand in hand with the internal team of customer to build a secure architecture which was presented to
the security team at customer for review and approval.
Once the architecture was approved the CloudHesive team set out to build the environment.
We implemented the security control plane, Amazon cloud landing zone, and implement multiple 3rd party partner security tools to
meet the security requirements.
The secure solution included multiple third-party tools that assist in locking the environment down, including MFA, IDS/IPS and content
filtering solutions.
The final solution was a fully managed highly secured and controlled environment that allowed customer to grow its accounting and
audit business line.
AWS tagging, and cost explorer allows for segregation of the AWS bill and charge back per auditor group.
CloudHesive’s Centricity provides customer’s IT department with further visibility and easier management of the Workspaces
Results
“CloudHesive was fantastic to work with. They architected an extremely secure Amazon WorkSpaces solution that allowed us
to securely leverage our proprietary technology and increase our professional services capacity overnight. In addition, the
managed service CloudHesive provides on secure AWS WorkSpaces now permits customer to expand our client base to
those demanding this type of controlled environment for their data. “

23.
Customer Reference – Enterprise
Customer/Industry
Travel and Hospitality
Challenge
Customer needed a solution to allow their travel agents remote access to
their applications.
Their current solution (Citrix) is expensive to maintain (support,
hardware, licenses) and does not support seasonal scale in an economic
manner.
Further, disaster recovery of the solution leverages traditional DR
concepts (hot site/cold site), further complicating the solution.

24.
Enterprise Architecture

25.
Customer Reference – Enterprise
Approach
As part of Customer’s overall Cloud Transformation, CloudHesive demonstrated
WorkSpaces functionality and proposed inclusion of a Production Proof of
Concept of the WorkSpaces Solution for a subset of their remote workforce (40
users) with the intent to scale up to full run rate (1,200 users) upon meeting
success criteria.
Results
Within 3 weeks the initial Pilot of ~40 users was expanded to over 1200
Production users
These users spanned 24 Departments in 27 States in 4 Countries.
55% decrease in calls to support.
45% reduction in paid downtime.
“We have the tools to go back and say this is your responsibility (poor
performance caused by poor network connectivity)"

26.
Conclusion
Iterate introduction of your end user compute solution – validate your
understanding and decrease time to demonstrable value
Deploy a WorkSpaces Web based application in 15 minutes or less
A typical organization likely has multiple departments with varied end user
computing needs – avoid a one size fits all approach
Cloud Workload Lifecycle Management-aligned reasoning can help you choose the
most appropriate service for the organization’s needs
Leverage the Well Architected Framework to assess your end user computing
workloads – around security and sustainability and manage it like a portfolio
Easy to get started, but don’t overlook the details

27.
Thank you!
Learn more about our customer’s successes in End User Computing Adoption:
https://www.cloudhesive.com/case-studies/
Learn more about our CloudHesive and our End User Computing Solutions:
https://partners.amazonaws.com/partners/001E000000qK5f6IAC/CloudHesive
See our End User Computing Services on the AWS Marketplace
https://aws.amazon.com/marketplace/seller-profile?id=8ede04c0-e9d6-45ae-a327-231729732a50
https://aws.amazon.com/marketplace/seller-profile?id=69a4f3b9-0df1-4af8-aeab-37a587795dfe
See our End User Computing Quick Starts
https://aws.amazon.com/solutions/consulting-offers/cloudhesive-cmcc-compliance/?did=co_card&trk=co_card
https://aws.amazon.com/solutions/consulting-offers/cloudhesive-centricity-secure-workplaceforgovernment/

28.
Fort Lauderdale
2419 E. Commercial Blvd, Ste. 300
Ft. Lauderdale, Florida
USA
Buenos Aires
Av. Del Libertador 6680, Piso 6
CABA, Ciudad de Buenos Aires
Argentina
Santiago de Chile
Cerro El Plomo 5420 SB1, Oficina 15
Nueva Las Condes, Santiago de Chile
Chile
800-860-2040 x2
sales@cloudhesive.com
cloudhesive.com