Case Study: Eat’n Park achieves secure, centralized 24/7 remote IT support and PCI‑compliant vendor access with BeyondTrust

Assuring Security and Better Customer Support for Every Environment

Eat’n Park Hospitality Group, a Pittsburgh‑based restaurant and food‑service operator with about 150 locations and roughly 10,000 employees, needed to centralize IT support while addressing growing PCI and data‑security concerns. Director of Network Infrastructure Mike Castillo sought a secure, on‑premise remote assistance solution that would provide strong authentication, 24/7 device monitoring, and seamless support across diverse environments.

They implemented Bomgar’s on‑premise remote support appliance, allowing technicians to start sessions in under a minute, use jump technology to proactively access POS and fixed systems, and control vendor access with automatic session cleanup. The deployment delivered faster, more secure support across all sites, improved collaboration among the 16‑person IT team, stronger compliance posture, and reduced downtime for users.

Eat’n Park

Mike Castillo

Director of Network Infrastructure