My roots are in the construction industry. My maternal grandfather and my father were both home builders of considerable accomplishment. In particular, my grandfather had as many as 15 carpenters working on the payroll. And most of these carpenters did the plumbing, electrical, and painting, too. This was ‘old school’.

But the trend 20-30 years later was for the more successful home builder to hire independent subcontractors, especially for such unique skills as drywall or roofing. Then there were framers, finish and trim subcontractors, landscapers, painters, plumbers, electricians, etc. But the sign on the lawn in front of the new home still displayed the name of the builder with the various subcontractors remaining anonymous. While the subcontractor chose this path of anonymity, they gave up the overall responsibility along with notoriety. That said, they were responsible to their trade and were required to produce consistent workmanship, else they were not hired again.

In real estate 50 years ago, agents worked for a small office and worked alone. Now real estate agencies are mostly franchised, and most agents work as part of team, some split into buyer representatives and perhaps another faction of the team working for the seller. But the agent in charge of it all is the one that gets the notoriety, the monetary rewards, and the upset clients.

In the IT industry, the technician formerly wore every hat just like the early builder and their tradesmen. But now we have printer/copier people, cable specialists, developers, security analysts, web designers, server and network techs, social media experts, website hosts, PowerShell scripters, cloud architects…

But another trend in IT is to subcontract helpdesk and network operations center (NOC) to an independent firm, the Master Managed IT Services Provider (MMSP). While some have disparaged this method, I would argue that this should be the support infrastructure that clients seek when sizing up their next prospective Managed IT Services Provider (MSP). Here’s why:

1.    The client wants the option to pick up the phone and call the IT person in charge.

They might not want to speak to the tech person on night duty, but there is a different phone number for that. Instead, they want to have that one-to-one conversation with someone that they know and trust, someone with whom they’ve established a rapport that is ultimately responsible for the technical duties.

But ultimately, the client has only one ‘throat-to-choke’. And when that client wants to have a conversation with the person who took on the responsibility of maintaining their tech, they do not want a busy signal, be sent to voicemail, or end up with an unintelligible foreign accent on the end of the line.

2.    The Master Managed Services Provider performs under contract.

So does the client, and so does the MSP. Employees can also perform under a contract, but I’ve experienced situations where these types of contracts are practically unenforceable. But the MMSP is bound to the duty of the agreement between them and the MSP. The MSP can dictate the manner in which the independent contractor MMSP performs, which by law and by reputation maintains a steady balance between client expectations and MSP responsibilities.

It’s been debated that the MMSP is the ‘fox in the henhouse’ when considering the mergers and acquisitions happening all over the IT industry. I would argue that the tech(s) are also foxes in the henhouse. With the proper agreement and honor among its participants, a contractual arrangement can keep everyone pleased. Another builder metaphor: When my father was asked for a contract late in his home building career (he never used contracts), he responded to his client by extending his hand and said, “Here is your contract.” It was likely considered a binding contract because there was a meeting of the minds.

But the dynamics between the providers (MSP and MMSP) determine the quality of their relationship, which spills over to the client. To use the builder metaphor again, if (s)he hires a skilled and reputable painter, then the home will be spotless when the home buyer arrives. If the MSP hires the right Master MSP within a proper framework, then the client will be pleased and contribute to a healthy business arrangement.

3.    The MSP with an MMSP solution provides a consistent quality of service.

Some might argue that rapport is lost when helpdesk and NOC are outsourced. On the contrary, a pool of unique technicians from a Master MSP can be assigned to a specific client so that there is a familiar, reliable, and consistent customer experience. More than that, availability and scalability become factors when a client expands or contracts – the MSP can adapt to client size by enlisting more or fewer resources.

For the small business owner considering a new IT firm, they should best consider that the IT firm might be too large or too small. Too large an IT firm means a disconnect between client and provider. Too small a firm could mean a chaotic outcome and service degradation as the IT firm’s clients might grow unexpectedly. But for the IT firm that has a dynamically sized and multiple-skilled human resource pool at their disposal, then growth is scalable while the consistent quality of service is maintained.

4.    SMBs want to do business with SMBs.

If given the choice between Behemoth IT Corporation, Dynamic IT, or Puny & Struggling IT LLC, which would you want as your technology partner? Behemoth IT is represented in today’s IT industry by such giants as All Covered and their parent company, Konica. If you contract with them, will you get the attention to detail that you require? Puny & Struggling IT LLC are trying to grow their staff to meet demand by an initially good reputation, but then one tech jumped ship for a better paying job, another got in a fight with his girlfriend, and yet another tech forgot to back up a client, just before that client was hit with ransomware. An IT firm with a dynamically sized staff can scale to your needs, while still maintaining rapport. The outsourcing of helpdesk and NOC services means that the leader of the IT firm inherently has more time to spend on quality control and sealing that ‘glue’ that holds them invaluable to one another.

5.   A dynamic IT firm can put ‘boots on the ground’ – anywhere at any time.

Any established IT firm will tell you that about 95% of their remediation is performed on a remote basis. The helpdesk and NOC services account for that percentage, but what about the rest? From Wikipedia: “WorkMarket is a New York City-based company that provides an online platform and marketplace for businesses to manage freelancers, contractors, and consultants.” This means that WorkMarket vets the worker in terms of legality, criminality, and certifications. It’s a full-time job, but that’s what they do – find and scrutinize good technicians to qualify them as qualified representatives that would enter your workplace.

In conclusion:

Everything has changed. Again. What worked during former times is not necessarily what works today.

Resolute IT has been 100% cloud-based since 2009. During the prior ten years, we were a small and conventional IT firm on Cape Cod with big servers and big gas bills as we traversed the dunes in a frenzied fashion, putting out technical fires here and there. Today we’re a calm and proactive firm that can provide its services anywhere in the US in a smart, efficient, predictable, and cloud-centric manner.

If we haven’t spoken yet, then please either contact us by the form below, email , text , or schedule for a free 15-30 minute meeting to establish ideal goals and to initiate a preliminary plan.

Professional Services

Hourly Remediation and Professional Consulting Services:

          • Per request and approved proposal.
          • Same rate for remote and onsite.
            • Minimum 1 hour for remote control.
            • Minimum 4 hours for on-site visit.

Migrate 365 | Move to the Cloud

One Seat – covers all of the following:

          • Documents & Email transfer from on-premises server or other system
          • Automatically discover email environment and configure a migration plan that’s right for you.
          • Identify the impact of migrating your file server to SharePoint Online with Office 365.
          • Perform identity mapping by scanning SharePoint, Active Directory, and Azure Active Directory.
          • Monitor progress and output files into the Logs directory showing the summary and more detailed insights into the scenarios that could be impacted by migration.
          • Data automatically synced before, during and after migration cutover.
          • Full fidelity sync technology ensures no data loss on final data sync post-cutover.
          • Account provisioning and DNS updates take place during Migration Sync.
          • Desktop readiness and remediation:
            • Outlook configured to work with Office 365.
            • Local data moved as required.
            • User’s previous Outlook experience recreated as closely as possible post-migration.
          • Seat defined:
            • For billing purposes, any migrating top-level Public Folder or Mailbox (Individual, Shared, or Resource Room/Equipment) is considered a seat.

HelpDesk 365 | Remote IT Services

Your technical support on retainer for reactive IT services.

          • Limited to to five (5) incidents or service tickets per month per end-user
            • non-transferable to other end-users.
          • Service tickets initiated by email to [email protected] or via online scheduling calendar .
          • Remote desktop agent installed for quick support sessions.
          • Response time can be anywhere from 5 minutes to 5 hours.
          • Business hours only.
          • Limited monitoring and reporting of critical events.
          • Automated updates and patches
            • No verification.
          • No hardware support.
          • No onsite support, except by pre-paid request apart from this agreement.

Optimum 365 | Fully-Managed IT Services

All-inclusive and proactive IT services (per user per month):

          • 24/7 remote included.
          • Vendor liaison and purchasing agent roles.
          • Network documentation.
          • Network health monitoring & reporting.
          • Customer support ticketing portal and knowledge base.
          • Security hardening with best practices.
          • Microsoft 365 Business subscription included!
          • Complete Cloud Backup included.
          • One license for one user and *all* of their devices to enjoy on-demand support throughout the year.
          • Unlimited support incidents (tickets) per month.
          • Covers Windows 10 Pro, MacOS, iOS, Android, all Office 365 plans (software and services), and cloud-to-cloud backup offered by RIT.
          • Support of Line of Business (LOB) applications included.
            • Must have current maintenance or service plan
            • Must have proper & complete licensing for every user
          • Infrastructure ramp-up project required prior to start of agreement.
            • Computers and servers fully updated and running optimally.
            • Printers under service plan.
            • Mobile devices (phones and tablets) updated to recent model and current operating system.
          • Ongoing training & coaching.
          • Servers and network-attached devices not included.

Backup 365 | Cloud-to-Cloud Every 4 Hours

One User License:

          • 1 year of cloud-to-cloud, unlimited backup with lightning-fast search and one-click restore of Office 365 data:
            • SharePoint, OneDrive, Exchange, Office 365 Groups, and Microsoft Teams.
            • Microsoft Teams conversations, calendar, files, and notebook.
          • Six daily snapshots.
          • Self-service restore.

 

We’re very careful about choosing our affiliations. Only the highest quality vendors become part of our offerings.

A case in point would be AppRiver, our Microsoft licensing provider for Office 365 and associated services. AppRiver not only provides the software licensing, but they support the product with their award-winning ‘Phenomenal Care’ helpdesk solution, as well.

When you call into AppRiver, they answer within 3 rings and present themselves in a friendly, polite and clear manner. 

This is your second line of support – your first call would be to our primary helpdesk line, but we can scale according to demand by leveraging AppRiver as an option.

Microsoft
Intel
Apple
Cisco Meraki
Dell EMC
HP Enterprise
Lenovo
Android
Plantronics
Polycom
Logitech
BitTitan
SkyKick
Sennheiser
D&H Distributing
AppRiver

 

Managed ServicesMy first experience with a computer was when I was a building contractor in Connecticut around 1990. The Department of Consumer Protection had mandated that all construction contracts, large and small, contain specifically prescribed content provided by the state, which resulted in a 6-page document, at the least. To remedy the situation, I went out and purchased a DOS computer and a word processor program. I took the computer out of the box and didn’t move until about 4am. When I finally made it into bed and shut the lights, there were two big blue dots (one for each eye) where the monitor had been. I was infatuated.

My career in construction evolved from building to selling real estate. Of course, real estate meant more contracts and eventually a digital MLS system – I found myself immersed in a world of computers again. I always helped the other agents that didn’t ‘get it’ when it came to the computers, so they all said, “Scott, you should become a computer guy!” The rest is history.

In 1998, I went back to school. From seemingly unrelated courses, I created my own curriculum at a community college to study and then pass a new certification offered by the Computer Technology Industry Association (CompTIA). I was among the first to receive the A+ Certification, and my designation is grandfathered and honored to this day.

CompTIA A+ Certified

My first job in the computer-related field was at the 2000 US Census during 1999, of course. My job was to sit at my desk and wait until Friday to change the server backup tapes and then ship the tapes from Cape Cod to Boston by FedEx. I needed more of a challenge – I was bored to death, so I left and went into business for myself.

pleasantbay.NET was the name of the company I launched on January 1st, 2000, the day after the Y2K bug was supposed to end the world. I was doing a lot of web design back then and formed a group called Cape Web Weavers, which eventually merged with the Cape Cod eCommerce Society. Meanwhile, I was volunteering for three Unitarian Universalist churches on Cape Cod, maintaining their computers and training those in need. My reputation got around, parishioners hired me, and the money started flowing.

By 2002, I’d become involved with a local company that primarily performed computer network services for small businesses, specializing in Novell servers and networks. The owner was having health issues and was in the process of retiring, so I was there to learn, substitute, and eventually take over some of his small accounts before he sold the remaining business to a competitor of ours.

I moved into my first office space in 2003. Another member of that web design group I’d formed had leased too much commercial space just for himself, so we split it. Within six months, I’d outgrown his half-office space and moved into another unit in the same commercial complex with 750 square feet all to myself – and my new technician.

First Office

In late 2004, we purchased 250 licenses of Kaseya, the Remote Monitoring and Management (RMM) tool. Kaseya remains today to be one of the most highly respected technologies in the managed services arena. But Kaseya created a problem – not a technical problem, but a business problem. I’d installed the Kaseya software agent on all of our clients’ computers and servers. And it was configured to automatically remediate problems when failures were detected or updates were required, so all of a sudden the phone stopped ringing!

I was able to regroup and put everyone onto monthly Managed Services Provider (MSP) contracts in early 2005 after setting the business up with ConnectWise, the Professional Service Automation (PSA) tool. One of my clients was a semi-retired law professor who felt indebted to me for the good work we’d done for him on his systems, so he put together a legal document for me that went on to become the boilerplate contract for many emerging MSPs during the mid-2000s.

But there was one client that was reluctant to sign on. “Nah,” he said. “Everything works, so I’ll call when I need you.” Of course, everything worked because I’d put Kaseya onto all his machines. But one day, Kaseya sent us an alarm that the single hard drive in his company’s server was about to fail. To make a long story short, the baby died in our arms. We backed up the data (there was no previous backup!) and then the drive kicked over dead. Whew… The workers were able to resume on Monday morning as if nothing had ever happened. After learning what had transpired over the weekend, the client paid the hefty emergency repair costs and subscribed to an ongoing and proactive contract.

Managed services became popular around 2005. In fact, I was on Wikipedia reading about managed services and recognized many of the other pioneers cited in the article, such as Karl Palachuk, Amy Luby and Erick Simpson. I met them all and even bought Karl’s first book about documenting a network for $20.

During this time period, I was attending conferences almost every other month: Intel Roadshows; Microsoft Partner product events and hands-on-labs; ASCII Group Success Summits; Harry Brelsford’s SMB Nation; and the very first ConnectWise Summit that’s now called IT Nation, the premier event in our industry.

After that first ConnectWise shindig, a group of us from the northeastern US formed a peer group called the “New England ConnectWise Users Group” (NECWUG). All of those guys went on to become very successful MSPs and sold their businesses for a handsome price each. I’m proud to say that I was among them at one time.

In 2008, I retired my on-premise servers and moved to the cloud. I also moved to the Caribbean. And then I moved to Sarasota in 2009. Now I’ve become established in the Clearwater St Petersburg area. So working remotely became the norm for me, especially as my Cape Cod flock needed to be tended. They’ve been a loyal bunch and I still service several with annual contracts today.

As much as I’d like to say that we’ve transitioned from MSP to CSP (Cloud Services Provider), I would quote Karl Palachuk who said, “There are still going to be wires in the walls.” True to a point, but the most innovative modern workplaces of today are filled with beanbag chairs, millennials, sofas and wireless Internet. So yes, there are stand-up desks and kiosks and shared co-working spaces, but the network remains. And there’s an enormous mass-migration ahead from traditional on-premise servers, workstations and cubicles to the massive disorder of the mobile world. Migration to the cloud is a present-day exodus. Microsoft now has over 120 million monthly subscribers to Office 365 and this trend is growing exponentially. The servers that were formerly housed in our offices are finding new homes in data centers. And the Windows Server Active Directory that was required to authenticate users within the confines of the workplace has now moved to the Microsoft Azure cloud – Azure Active Directory – to provide the same identity protection anywhere a user opens a file or accesses other company data.

And with this paradigm shift comes innovation from the old vendors, such as Microsoft and Intel. We have Microsoft Teams for anywhere-teamwork and instant collaboration using featherweight laptops powered by Intel chips that have evolved according to Moore’s Law, that is, doubling in power every two years and shrinking in such size that confounds the mind.

And we are still human. Even some computer-weaned millennials are challenged by the latest technology, getting locked out of their social media accounts with multi-step authentication and clicking on anything fearlessly, only to find themselves victim to ransomware. There is still a reason to be called a Managed Services Provider – we still have to protect the data, the privacy and the security of people while enabling them with the technology to remain productive and innovative in their own right.

Scott Abbotts | https://resolute-it.com | https://office365techguy.com

Clearwater | St Petersburg | Tampa | Sarasota | Bradenton | Pinellas Park | Largo | Dunedin | Remote

Microsoft 365
Office 365

PLANNING. MIGRATION. CONFIGURATION. DOCUMENTATION. TRAINING. SUPPORT. SECURITY. BACKUP. ADMINISTRATION. 

Resolute IT is a Microsoft certified consulting firm with a focus on Office 365 | Microsoft 365 cloud consulting — migration, configuration, maintenance, administration, cloud backup, security, helpdesk support, and training — all under the umbrella of our Optimum 365 fully-managed IT services and even computer repair (when under an agreement).

We offer just one optimal, fully-managed IT services plan, which is standardized by device, software, and procedure. All are documented and accessible to you, while reporting and ticketing are inclusive, too. Microsoft 365 Business and SkyKick cloud backup are both included as standard features of the fully-managed monthly offering. It’s a proactive and mutually beneficial approach to keeping your systems always available.

Our ongoing HelpDesk 365 plan is not proactive managed IT service, but it provides access to our expertise, whether as an emergency request, scheduled training, or standard support on a limited basis.

Certified by CompTIA in 1999 with the A+ exams and again by Microsoft in 2007 as a Small Business Specialist.

Microsoft Office 365 Tech Support & HelpDesk
Support Number:

(727) 300-4940

 


 

 

 

A Different Approach

Office 365 | Microsoft 365 consulting is our primary offering, but helping people with their small businesses is our passion. As Office 365 | Microsoft 365 is a cloud-based platform, we can perform 100% of these cloud functions on a remote basis.

Just like a general contractor would do in the building trade, we hire independent contractors for specific tasks as required, both onsite and remote. These are North American and certified engineers, and some are heralded Microsoft MVPs.

Office 365

Office 365

Microsoft 365

Ease and Assurance

Business continuity is a mutual objective — we are partners with a common goal: You want to remain operational and therefore profitable, while Resolute IT benefits by avoidance of unexpected and untimely workloads.

Along with peace of mind, Resolute IT includes ongoing training and proactive support, empowering your workers while cultivating a competitive advantage for your firm.

Included within this optimal IT support package is our cloud-to-cloud backup system with the lightning-fast recovery of lost, damaged, deleted, or maliciously encrypted files (ransomware).

Microsoft Office 365 Migration

 Renovation

Whether you need to start from scratch or enhance your current systems, we can work together on a plan.

Productivity

Productivity

Keeping you and your employees up and running is a mutually beneficial and ongoing process.

Mobility

Mobility

Catering to the needs of today’s workers means business happens at any time and at any location. 

Analytics and Reporting

Analytics

Knowing the effect your technology investment has on your bottom line is critical to the health of your business. 

microsoft 365 consultant
Get to the cloud from on-premises servers by automated migration: assess your assets, plan, organize, configure accounts and security, and then we migrate your data.

microsoft teams devices

microsoft teams live training
Microsoft Teams Training courses for 1-100 students. Take 1 class, 3 classes (one level of three), or all 9 classes (three levels) of the entire course. Live Instructor. The first class is free.

Born in the cloud
with Microsoft Office 365

..included in your Optimal 365 package. Cloud backup, too.


Our Story


Always on the cutting edge, we strive to bring the most productive, secure and affordable new technologies to the small business.

We’ve come from beginnings as a 1996 web designer and a 1999 support technician for the US Census.  When our Cape Cod-based company (pleasantbay.NET) launched in January 2000, the transition from offering web design services to the hands-on skills of network and computer support began an exciting and rewarding journey.

Our move to Florida meant the decommission of our on-premises servers. We moved to cloud-hosted Exchange email and SharePoint document storage. Once in the cloud, we’ve never looked back.

Our mission is to help the small business rid themselves of archaic technologies, bringing cloud-based solutions to practical use.  While many cling to legacy servers, unsecured and unreliable VPN tunnels, legacy methods represent security risks and hidden costs. But we are moving to embrace the world of cloud computing by offering Microsoft Office 365 consulting, administration, backup, and training. We empower your teams with collaboration, industry compliance, and productivity tools such as Microsoft Teams — from anywhere at any time. 

Free Consultation – Schedule Now

 (727) 300-4940

 

No Obligation

Get a free 15-30 minute consultation without any pressure.

Microsoft Office 365 Consulting and HelpDesk

Service Area: United States | Remote

Please use the contact form below to submit any questions or requests about our remote services. Onsite professional services available upon request and at any US location. 

We normally respond within the hour, but certainly no later than 24 hours.

 

  Support Email

Phone | TextTeams Chat

(727) 300-4940

 Shipping Location

5726 126th Ave N, Unit H15, Clearwater, FL 33760

 

HelpDesk 365

Remote Help Desk Services per user per month < 5 users. Limited 5 tickets/month.

Optimum 365

Fully-Managed IT Services

Ongoing and proactive IT support. All-inclusive service per user + 5 devices. Cloud Backup + Microsoft 365 Business included.

No Contract – Help ASAP!

Pre-purchase consulting time at $140 per hour (4-Hour Minimum for Onsite).

No Obligation.

Schedule at your convenience.


 

Microsoft Office 365 Consultant | Help and Support | Annual HelpDesk | Cloud Services Provider

Thoughts

..about technology today.

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