Last November, I answered a help-wanted email from a contractor that Microsoft hires to provide customer service for their Office 365 cloud services and software. The recruiter responded to my email and resumé with greater excitement than my own! We proceeded through a two-month-long hiring and subsequent onboarding process.
 
Right from the start, I was told that a wired internet connection was required, as well as a minimum download speed of 10 Mbps. I thought to myself, “That’s okay. I can use the Ethernet port on my mobile broadband router to run a cable directly into the Ethernet port on the computer that they would provide.” I went a step further and purchased a wireless router so that I could have a hard-wired solution for them, as well as wireless for my own personal devices.
 
And I took it yet another step further by ordering a new mobile broadband modem, one that promised greater speeds by the ability to lock onto specific cell towers. It arrived in a timely fashion and I proceeded to get it all set up. It worked, but then it didn’t – I could get slightly faster speeds, but it was an inconsistent connection.
 
During the first day of training, we were introduced to the employee manual, which stated explicitly, “mobile broadband is not acceptable”. Ugh. At first, I thought that maybe I shouldn’t mention anything. But overnight my wireless broadband internet service took a nose dive – I could barely get .10 Mbps let alone the required 10 Mbps. There was no way that I could bluff my way through such a condition. I sat down and wrote them a letter of resignation.
 
Because I was honest and upfront with them, they’ve designated my status as “Welcome to Return”, so all is not necessarily lost. But in the meantime, here I was stuck with having spent hundreds of dollars on equipment and I was still ‘dead in the water’ with almost no internet. I fiddled with settings, repositioned the device, rebooted, updated the firmware, fiddled, moved things around, added an antenna, removed the antenna…. Several days later, I now have stable, high-speed internet service! I’ve been getting 30-50 Mbps for the past 4 days straight. What a pleasure!
 
Of course, it was too late. The contractor had become aware of my unacceptable network configuration that violated our employment contract. My only direction forward was to resume my own businesses, dba Resolute IT for local work and Office 365 Tech Guy nationally. And I’m very glad to be back with renewed enthusiasm. But I was truly honored to be given the opportunity to work (indirectly) for the company that created the focus of my business – Microsoft Office 365.

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

In every company, there is a primary decision maker. The leader guides the company with innovation, common sense and wisdom. The leader inspires others with persistent enthusiasm. The leader makes fair decisions and exemplifies honor.

 

Most companies have employees. In some companies there are none. But a company’s value consists of more than the sum of their hired hands. By recognizing and then leveraging the valuable skills of partnering firms, we can harmonize our concerted efforts to entirely satisfy the business needs expressed by our clients.

 

With singular responsibility, our leadership provides integrated products and services with complete responsibility – there is no evasion or dodging of liability. We are small enough to acknowledge problems and we honestly own them.

 

Our mode is always on. We keep multiple avenues of communication open for commerce. Do we always answer the phone? Of course not. But calls are never ignored and every response is promptly returned. Small things matter and timeliness is a graceful courtesy.

 

Too many technicians in the IT world have ‘better than thou’ attitudes. It’s too evident to deny this. But to know humility is to succeed. We have the utmost respect for others, we are openly grateful to serve, and we grasp every opportunity to learn about you and your business.

 

“There is nothing noble in being superior to your fellow man; true nobility is being superior to your former self.” ― Ernest Hemingway

 

It is with calm purpose and determination that we remain resolute. But it is with humility that we remain lesser mortals. And it is with steadfast tenacity that we accomplish the tiniest tasks, as well as it is how we conquer seemingly monumental projects.

 

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