Uncle Marv's IT Business Podcast

Strap in for a strategic deep dive into the world of help desk management, where I reveal how transitioning to a specialized team structure can turn your service from satisfactory to exceptional. We navigate the shift from generalist to niche expert pods, ensuring that your team is not just dealing with the day-to-day but excelling in their specialized fields, from healthcare to banking. It's more than just technical know-how; it's about crafting a client experience that sticks, and I'm spilling the beans on the tools and tactics that can get you there. Brook and Coach start by discussing the different approaches MSPs can take when formalizing their help desk operations. Brook Lee emphasizes that there is no one-size-fits-all solution, and the approach should be tailored to the size, maturity, and client needs of the MSP. Outsourcing the help desk can be a viable option, especially for smaller MSPs where the technicians are often out on-site with clients. However, Coach cautions that outsourcing comes with its own financial considerations and that partnering with another solo technician can also be an effective interim step before building an in-house help desk. Regardless of the approach, they both agree that establishing clear processes, procedures, and standard operating procedures (SOPs) is crucial. This "tribal knowledge" needs to be documented so that new hires or outsourced providers can quickly get up to speed and provide consistent support. As the MSP scales, the panel discusses the benefits of transitioning from a single help desk queue to a more specialized, tiered model where technicians can focus on their areas of expertise. This not only improves efficiency but also allows the MSP to charge higher rates for their specialized support. The discussion then turns to the importance of using metrics and key performance indicators (KPIs) to drive help desk efficiency. Brook and Coach share strategies for setting realistic service level agreements (SLAs) and using automation to escalate tickets that are at risk of missing their SLAs. They also highlight how these metrics can be used to motivate and upskill help desk technicians, rather than just as a punitive measure. Wrapping things up, we talk numbers—but not just any numbers. We're focused on the KPIs and SLAs that will make or break your help desk's reputation for rapid and reliable service. You'll walk away with actionable insights on nurturing both employee satisfaction and customer loyalty, guaranteeing a win-win scenario for your MSP business. Key Takeaways: Links from the show: PIA website: https://pia.ai/ Florida Man Accused of using kids to collect money for fake charity: https://tinyurl.com/yctme4p3 === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Join the revolution of IT as we chat with Jeff Bishop from ConnectWise, who lifts the veil on the future of automation and AI. Our conversation takes off from a tale of a complex client relocation, seguing into Jeff’s exciting reveal of ConnectWise's latest innovations in robotic process automation. Jeff describes how their RPA solution goes beyond just bots, also including more comprehensive workflow automation capabilities that can be triggered by various inputs like web hooks or forms. He emphasizes how these tools are designed to save time and increase efficiency for MSPs. Jeff also introduces ConnectWise's new AI assistant, Sidekick, which is being integrated across their entire product suite. Sidekick leverages machine learning to augment tasks like ticket triage, calendar management, and opportunity analysis. Jeff explains how Sidekick is part of their "hyper automation" strategy, where AI complements human efforts by automating repetitive tasks. Key Takeaways Links from the show Florida Man Stopped from taking teen to furry convention: https://tinyurl.com/4r4n7j76 https://tinyurl.com/bddze8e3Florida Woman Arrested for Playing "21" at Walmart: https://tinyurl.com/23m7bdsx Channel Pro Live in Orlando, April 10-11, 2024: https://orlando.channelpronetwork.com/e/2138610102 Pax8 Beyond Conference in Denver, June 9-11, 2024: https://www.pax8beyond.com/ Techcon Unplugged in Hanover, MD, September 12-14, 2024: https://techconunplugged.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

The episode begins with Uncle Marv introducing the "star-studded crew" of guests, including Jerry Koutavas, the president of ASCII, Jessie Devine, the VP of Channel Development at ASCII, and Sue Trahant, an MSP owner who has been involved with ASCII for over 20 years. This episode isn't just a walk down memory lane; it's a master class in community building and strategic foresight. Jerry reflects on ASCII's 40-year journey, highlighting the camaraderie and "scar tissue" that the group's members have built up over the years as they've navigated vendor changes, distribution issues, and other industry challenges. Jessie Devine, who joined ASCII during the COVID-19 pandemic, shares her perspective on the organization's evolution, noting that while the group has changed over the past 10 years, its core mission of supporting MSPs has remained constant. She emphasizes the importance of ASCII's role in providing guidance and resources to its members, especially during difficult times. Sue Trahant, whose company Land Computers has been an ASCII member for over 22 years, discusses the value the group has provided, from the initial boot camps and vendor connections to the ongoing support and camaraderie. Sue offers a seasoned perspective, highlighting how ASCII has helped shape the direction of her business and the industry as a whole. Hear about the immense benefits and thought leadership ASCII brings to the MSP community, from peer accountability groups like ASCII Spark to our steadfast commitment to vendor neutrality. We also delve into the crucial role of MSPs in an era of rapid technological advancement, emphasizing the importance of maintaining relevance amid disruptive innovations. Key Takeaways === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

When Paco LeBron and Rick Smith from MSP Unplugged drop by, you know you're in for some real talk about the tech industry's heartbeat—community and collaboration. Ever wondered what sets apart the most successful MSPs? It's the power of a strong, supportive community. Discover the power of unity in the MSP space, as we reminisce about the formation of MSP Unplugged and its evolution from Podnutz. We highlight the pivotal role smaller MSPs play in the industry, bringing agility and the ability to harness modern technologies to compete with larger firms. We also shine a light on the transformative experiences of tech conferences like TechCon Unplugged, where the sharing of knowledge and the formation of professional bonds flourish in an environment of equality among MSPs, vendors, and speakers. Key Takeaways: === Links from the show News: AT&T data leak affects 73 million users: https://tinyurl.com/28p37avc Florida Man shoots roommate 10 times because of cats: https://tinyurl.com/55fbm2rz === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Planning for Business Exit and Profit Unlock the secrets to a profitable business exit with Rayanne Buchianico in a conversation that will leave you with a blueprint for success. We dissect the crucial yet often neglected aspect of starting your IT or MSP business with the ultimate exit in mind. Grasp the impact of sudden events like health issues that can expedite the need to sell and discover how to build a company that flourishes without you at the helm, drawing wisdom from "Built to Sell" to make your business a hot commodity for potential buyers. Understanding EBITDA for Business Valuation The conversation highlights the importance of maintaining organized financial records, documented procedures, and corporate governance to facilitate a smooth transition or sale of the business. Moreover, Rayanne provides insights into valuation methods such as EBITDA multiples and discounted cash flow analysis, stressing the need for businesses to understand their worth objectively. Wrapping up this rich conversation, we concentrate on the importance of keeping your financial books transparent and pristine, particularly when eyeing a future sale. Emphasizing the necessity of separating personal and business finances, we explore the realistic expectations of selling your business and the financial nuances that follow. For those caught unprepared, we discuss selling customer accounts as a possible expedient option. Tune in and equip yourself with the knowledge to supercharge your success and ensure your business's longevity and profitable exit strategy. Key Takeaways: === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

MSP Money Management Tips In this insightful episode, Rayanne Buchianico emphasizes the significance of implementing an accounting system from the start to track income and expenses effectively. She highlights the need to differentiate revenue streams like products, services, and professional services to understand margins and costs better. By setting clear financial goals and regularly reviewing benchmarks, businesses can ensure financial stability and growth. Rayanne's expertise shines through as she shares practical advice on structuring accounting systems, separating direct costs from fixed expenses, and aligning financial goals with revenue targets. Listeners gain valuable insights into managing income accounts, cost of goods sold, and overhead expenses to optimize profitability in their IT businesses. By focusing on key financial metrics and maintaining a balance between revenue streams, IT professionals can enhance their financial management practices for long-term success. Our financial journey doesn't stop at the basics; we also tackle the creation of a clean and practical Profit & Loss statement. Learn how pinpointing expenses can lead to better decision-making and the role of tools like QuickBooks in keeping bookkeeping a breeze. Whether it's reaching that coveted monthly recurring revenue target or understanding the sweet spot for profit margins, this episode is an indispensable guide for any MSP looking to turn a profit and scale up with confidence. === Key Takeaways === Links from the show ABC Solutions, LLC: https://abcsolutionsfl.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

MSP Financial Tips for Success This week, I'm joined by Raffi Jamgotchian, a masterful MSP who's carved out a niche in safeguarding financial firms. Raffi shares insights on operational efficiency, long-term value building, budgeting strategies, debt management, and the importance of flexibility in adapting to market changes. The heartbeat of any business is its cash flow, and we're not shy about diving into the deep end. I lay bare my own transformation with the Profit First system, a method that's reshaped the way I manage money within my company. It's a candid reflection on fiscal discipline, punctuated by the importance of sticking to a budget and the lifeblood of regular financial reviews. Raffi and I share the nuggets of wisdom to keep your MSP's pulse steady and strong, because when the cash flow is healthy, so is the business. Raffi delves into the importance of long-term value creation, stressing the need for businesses to think strategically about their future growth and financial stability. The discussion extends to practical budgeting techniques, debt management strategies, and the value of flexibility in responding to market dynamics for sustained success. === Links from today's show Triada Networks: https://triadanet.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv talks about the concept of billing for every aspect of service provision, highlighting the need to include travel expenses, phone consultations, consulting time, and detailed service billing in invoices. He shares insights on how to structure billing practices to optimize revenue generation and enhance client satisfaction by maintaining transparency throughout the invoicing process. The episode underscores the significance of accurately accounting for all billable elements, from travel time to consulting tasks, emphasizing the need for clear communication with clients regarding invoicing practices. By incorporating these strategies into their billing procedures, IT professionals can ensure fair compensation for their services while fostering positive client relationships based on transparency and clarity. Key Takeaways: Travel Billing: Phone Time Billing: Consulting Time Billing: === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

In this episode of the IT Business podcast, Uncle Marv discusses cash flow management with Heather Zeitzwolfe, a CPA and profit strategist. They delve into the importance of understanding the difference between profit and cash flow, emphasizing the significance of tracking business finances effectively. Heather highlights the distinction between profit and cash flow, stressing that profit is what remains after expenses are deducted, while cash flow refers to the movement of money in and out of a business. She emphasizes the need for business owners to track their finances diligently to avoid confusion between profit and available cash. Moreover, Heather suggests using tools like QuickBooks to visualize cash flow effectively, enabling business owners to monitor money coming in and going out. By understanding the timing of cash flows and maintaining reserves, businesses can navigate uncertainties and ensure financial stability. Heather's approach blends her analytical skills with creativity to help clients interpret financial data and strategize for the future. Her unique focus on working with vegan clients showcases her commitment to ethical alignment in her business partnerships. === Time Stamped Highlights: === Links from the show Website: Zeitzwolfe Accounting Navigating Taxes for Solopreneurs Workbook: https://tinyurl.com/43kt4nu3 Florida Man Tapworm Update: https://tinyurl.com/2rdjv7yj Florida Man extorted over $80k from wife: https://tinyurl.com/3cynwbm4 === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Join me as I share insights gained from my attorney clients to help you enhance your billing practices and cash flow. Listen in as I recount a pivotal moment during a technology business review with a law firm client that sparked a realization about the power of detailed invoicing. This episode is packed with valuable advice on how to present your services in a way that not only satisfies clients but also prompts swift payment, placing them in that top tier of prompt payers. We explore common billing practices among Managed Service Providers (MSPs) and why a departure from industry norms has led to remarkable improvements in client relationships and business operations. You'll hear firsthand how being meticulous with your invoice details can transform the speed at which you receive payments, turning an often-overlooked aspect of business into a strategic advantage. Tune in to discover strategies that could lead to your invoices being paid within minutes of delivery, just as I experienced with my fastest-paying client. === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Our latest episode welcomes a panel brimming with influential voices, including Juan Fernandez from SuperOps, Uncle Marv of the IT Business Podcast, Paco Lebron from MSP Unplugged, Eric Anthony of All Things MSP, and Eric Simpson from MSP Mastered. These leaders share their insights on transitioning from isolation to collaboration and the critical role of knowledge sharing and mutual support to elevate the sector. The episode kicks off with Juan Fernandez welcoming listeners to a star-studded show from SuperOps, highlighting the significance of community in the managed services sector. The hosts emphasize the value of collaboration and sharing within communities, showcasing how these interactions can drive industry progress. The discussion unfolds with each guest sharing their unique journey into community building within the IT business landscape. Marv recounts his podcasting journey that started from filling in for a hiatus and evolved into a platform for sharing knowledge and supporting businesses. Eric Anthony shares his transition from an MSP to a vendor role, leading him to establish All Things MSP as a means to give back and assist MSPs with non-technical aspects of their businesses. Paco Lebron's story reflects a similar theme of learning and collaboration within communities like Podnutz network, inspiring him to co-found MSP Unplugged and emphasize the value of sharing knowledge and fostering collaboration among competitors in the industry. The conversation also touches on the importance of diversity and inclusion in the industry, recognizing the need for more female representation and empowerment within these communities. ===== Links from the show Juan Fernandez, SuperOps https://superops.com/Paco Lebron, MSP Unplugges https://www.mspunplugged.com/Eric Anthony, All Things MSP https://www.facebook.com/allthingsmsphttps://podcasts.apple.com/us/podcast/all-things-msp/id1679331639Erick SImpon, Channel Mastered https://channelmastered.com/https://podcasts.apple.com/gb/podcast/msp-chat/id1716434341 === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Navigating Cyber Coverage: Cork's Warranty vs. Traditional Insurance Nick Wolf introduces Cork Inc., a cyber warranty solution for MSPs to resell to their clients, offering financial coverage and quick access to funds in case of incidents. Unlike cyber insurance, Cork's warranty can cover expenses like ransomware payments, wire transfer losses, and phishing attacks, while also paying off cyber insurance deductibles. The episode emphasizes the ease of onboarding with Cork, requiring only one warranty license for MSPs to start offering this service to their clients. The discussion delves into Cork's unique selling point of real-time visibility through APIs, eliminating the need for lengthy security questionnaires and providing instant access to client data for efficient coverage assessment. Nick Wolf clarifies that Cork's pricing is based on coverage amount rather than company size or revenue, making it straightforward for MSPs to offer this service to a wide range of clients. The episode concludes with insights into Cork's team composition, including industry veterans from Datto, and their approach to educating end-users on the benefits of cyber warranties. We also explore the pathway to becoming a Cork reseller, including the minimal requirements and the non-restrictive approach Cork takes towards client types. If you're an MSP looking to broaden your offerings with a unique market solution that can complement cyber insurance, this conversation highlights the benefits and considerations of adding cyber warranties to your service portfolio. === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

In this episode, Uncle Marv introduces the topic of the NSITSP, highlighting the necessity for IT service providers to have a voice in shaping industry standards and regulations. Amy Babinchak joins the discussion, shedding light on the origins of NSITSP and its mission to professionalize the IT industry by establishing codes of conduct and ethics. NSITSP stands for the National Society of IT Service Providers, a professional association representing SMB (small and medium business) IT consultants. They focus on education, professionalism, and promoting growth within the IT industry. NSITSP offers membership opportunities that provide access to webinars, online training, and professional development resources for IT consultants. The conversation delves into the parallels between IT services and other regulated industries like auto repair or accounting, emphasizing the need for clear standards and career progression within IT services. The NSITSP aims to enhance the credibility of the IT industry by promoting ethical practices and fostering a sense of professionalism among service providers. Moreover, Uncle Marv and Amy discuss the challenges faced by IT professionals in gaining recognition and influence in legislative matters. The NSITSP's efforts to educate members on legislative issues, provide legislative tracking, and empower self-representation signify a step towards ensuring that IT service providers have a seat at the table in policy discussions. === Links from the show Website: https://nsitsp.org/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Join me as I unpack the latest in IT business strategies and the sheer hilarity of the Florida Man Games. Listen in as I share the surprising turn of events that led to the Games becoming a major spectacle in St. Augustine and provide a rundown of the quirky competitions that ensued. But that's not all; I also discuss the exciting announcement of our Amazon gift card winner. The conversation then shifts to important business matters, including a CEO transition at Syncro and a declaration of March as Money Month, complete with expert guests to guide you through financial do's and don'ts. Dive into a personal narrative as I recount a near-fatal choking incident that led to an ER visit. This story not only explains recent changes in my demeanor but also paves the way for my increased focus on health, which listeners can explore further in my new Unhealthy Podcast. Amidst the tech talk, I also extend an invitation to my colleague Eric to join me for a live-streaming adventure at the Florida Man Games, showcasing our community's lighter side. Finally, the discussion turns to a crucial topic for any IT business owner: maximizing profits through strategic pricing. I share billing strategies learned from my attorney clients and discuss the importance of valuing your services without seeking permission to raise rates. I recount a personal experience where a standoff over my rates with a tenacious client became a watershed moment in my business, teaching me the value of standing my ground and the power of respectful business relations. === Links form the show 2024 IT Business Owners Group Member Cruise: https://itbog.org/cruise/ Florida Man Games Recap Video: http://tinyurl.com/2r2r3y9d Florida Man Radio Returns to Full Strength: http://tinyurl.com/4zekjybh === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Ever wondered what it's like to navigate the twists and turns of the ever-evolving IT landscape while building a supportive community? Join us as we sit down with the remarkable Amy Babinchak, an IT community stalwart, to unravel her journey from managing her own MSP to championing Third Tier. Amy's story is a testament to the adaptability and innovation that’s necessary to thrive in the tech industry. She brings to the table a plethora of insights on how IT professionals can keep their skills sharp and their connections strong amidst rapid technological changes. The discussion delves into the evolution of ThirdTier from providing technical support to offering peer groups and educational resources. Amy highlights the success of their learning groups, like the Intune group, which focuses on practical implementation and shared learning experiences among IT professionals. Amy underscores the value of trusted relationships and open communication within peer groups, contrasting them with casual Facebook groups. The episode explores the challenges faced by IT professionals in balancing personal and professional life, emphasizing the need for genuine support and shared experiences to navigate the complexities of running an IT business effectively. === Links from the show Support for IT Pros: https://www.thirdtier.net/ Intune, MeM, Lighthouse and Defender Facebook: https://www.facebook.com/groups/endpointmanager/ Ransomware and Security Facebook: https://www.facebook.com/groups/294961199808751 Research and Advisory Services: https://techaisle.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Uncle Marv kicks off the episode by highlighting the eccentric Florida Man Games, where participants engage in unique and wild competitions. The event draws a massive crowd and features teams like Swamp Ass making waves with their dominating performances. Viewers are encouraged to check out the live stream on the Florida Man Games website to witness the mayhem firsthand. Transitioning to a more serious topic, there comes a time when the unexpected shakes up the status quo, and that's precisely what went down with Emily Glass's departure from Syncro. Her exit not only sent shockwaves through the tech community but also reignited the essential conversation about diversity in the workplace. Uncle Marv reflects on his evaluation of Syncro as a potential platform for his business and provides insights into the challenges faced by companies like Syncro in balancing product development with diversity initiatives. He challenges listeners to move beyond resistance towards diversity efforts and focus on improving their skills and performance in the industry. === Links from the show Florida Man Games: http://tinyurl.com/bdw4py8u Emily Glass leaves Syncro: http://tinyurl.com/57uzpdsw === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

The episode kicked off with a focus on the current cybersecurity landscape, particularly the Screen Connect issue and ConnectWise's response. Timely and effective responses to such incidents are critical, and Eric shed light on the importance of community within the IT sector in tackling these challenges. The role of IT community is essential in fostering a collaborative environment where shared experiences and knowledge can lead to improved security measures and IT strategies. All Things MSP Group and Educational Content Eric Anthony shares the origin of the "All Things MSP" Facebook group and his motivation for starting it. The discussion also touches on the educational content, including a planned mini-class on preparing help desks for AI. Our conversation then expands to the role of community in IT, a topic Eric knows well through his work at Egnyte. The MSP industry is a treasure trove of opportunities, and we're mapping out the terrain for you. From the expanding role of managing Microsoft 365 to the emerging influence of AI tools like Chat GPT and Microsoft Co-pilot, we share strategies that help desks can employ to stay ahead of the curve. We'll also challenge the assumption that social media is the best place for community building. Additionally, we highlight the collaboration with Super Ops for an upcoming show, where we'll be joined by other community members to share insights and experiences from the IT industry. === Links from the show All Things MSP: https://www.facebook.com/groups/allthingsmsp Aces Conference: https://acesconf.com/ Doctors Remove 150 Live Bugs from nose of Florida Man: http://tinyurl.com/28z6xe9r === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

You're invited to crack the code on our in-house lexicon for the various 'juniors' making waves in the field. (00:09) IT Business Podcast Episode Glossary Not only do I share a story about our friend CJ, the so-called Cisco Junior, I introduce Uncle Marv's ITB glossary for different types of 'juniors' in the IT field. I define a Tech Junior (TJ) as someone new and eager to learn, an Owner Junior (OJ) as a business owner with a DIY approach to IT, and an Admin Junior (AJ) as an administrative professional overstepping into IT tasks. I also recount a recent interaction with CJ regarding an email about a printer issue, illustrating the challenges of communication and problem-solving in IT support. (15:29) Review of Keurig K Supreme Smart I share my experience with a nifty tool I've come across and provide a link in the show notes for those interested. Additionally, I discuss my recent purchase of the new Keurig K Supreme Smart Coffee Maker, highlighting its innovative features like multi-stream technology, Brew ID, and the associated app. I note that the Brew ID has been impressive, recognizing nearly all the K cups I've used, allowing for a customizable brewing experience. Finally, I mention an intriguing product, an LED light bar designed for off-road vehicles, which at first glance, I mistook for a piece of podcasting equipment. Remember, using my Amazon link for your purchases helps support the show without extra cost to you. Remember to check out SuperOps, which offers a 21-day free trial of their complete suite of MSP tools. === Links from today's show Klein Tools Automatic Wire Stripper: https://amzn.to/3T0hrSU Keurig K-Supreme SMART Coffee Maker: https://amzn.to/3SYtMa5 LED Off Road Light Bar: https://amzn.to/3SHCiJk SuperOps 21-Day Free Trial: https://superops.com/signup?marvin === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Importance of Effective Communication in Business Listen in as we unravel the complex layers of communication and conflict resolution that IT professionals often grapple with when they step away from their machines and into leadership roles. We touch on a variety of challenges that tech experts face, from enhancing their leadership abilities to managing the return of cloud-based workloads to on-premises solutions, offering insights that aim to refine your leadership skills in an ever-evolving business landscape. Karen and I shed light on the critical nature of respecting personal time within professional settings and how assertiveness in communication can uphold that respect. We dissect the concept of shared responsibility in both workplace relationships and personal interactions, underlining the 50/50 approach to conflict resolution. We dive further into the intricacies of training and onboarding, stressing the dual responsibilities leaders and employees share in fostering a productive and engaged learning environment. Karen highlights the impact of communication on business relationships, emphasizing the need for tech professionals to enhance their communication skills to foster positive interactions with clients and colleagues. The Importance of Proactive Leadership Our conversation takes you through the importance of assertive leadership, proactive strategies to create a thriving workplace culture, and the essential tools to prepare for successful negotiations and challenging dialogues. The conversation also touches on the common challenges leaders face, like time constraints and lack of knowledge, which can lead to a reactive rather than proactive approach to management. We explore simple, free strategies to improve workplace communication, emphasizing the importance of ceasing gossip to build trust among team members. Karen recommends using breathing exercises, like box breathing, to maintain composure during challenging moments, whether it's presenting at a meeting or navigating conflict resolution. Despite encountering some audio glitches, the conversation provides valuable takeaways for IT professionals. We explore the complexities of communication in professional environments, shedding light on the challenges and opportunities for individuals looking to elevate their leadership and communication competencies in the IT sector. Links from the show: Cairn (Human Made Rock Stack): http://tinyurl.com/37zr7yn2 Why Companies are Leaving the Cloud: http://tinyurl.com/yc2yt5nz ConnectWise Revolutionizes the Future with Robotic Process Automation (RPA): http://tinyurl.com/59bc2uhh Applications Open for ConnectWise PitchIT Program: http://tinyurl.com/4uyzxy4h Florida Man Arrested at WaWa over Handicap Spot: http://tinyurl.com/5fe99wu8 Website: https://karenknab.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024

Leadership Styles and Effective Communication Tune in as we revisit the four predominant leadership styles – aggressive, passive, passive-aggressive, and assertive – and discuss how an assertive approach, which harmonizes honesty with respect, can cultivate a climate of trust and clarity. Our exchange also delves into how feedback, despite its intent, is often perceived and the art of appreciating assertive communication when on the receiving end. The conversation then pivots to the crucial skill of conflict resolution, as we explore a practical four-step method for expressing frustrations constructively within professional environments. Using the relatable scenario of dealing with late payments from clients or vendors, we highlight the value of assertive communication in maintaining professional relationships and the importance of setting clear expectations from the outset. For those feeling more passive, fear not – we share strategies and insights on developing assertiveness, a skill that can be honed to confidently enforce boundaries and handle conflicts with finesse. We also address the challenge of maintaining an assertive mindset when dealing with clients who do not prioritize timely payments, offering valuable insights for IT professionals. Finally, we shift our focus to the dynamics of assertive leadership in collaborative settings and subcontractor management. Listen in as I share strategies for fostering participation and idea-sharing among team members, ensuring everyone's perspective is valued. We tackle the Star Trek analogy of effective decision-making in a utopian team environment and how assertive, inclusive leadership can prevent resentment and dissatisfaction. Moreover, we dissect the complexities of working with subcontractors, stressing the necessity of clear expectations and mutual respect to mitigate potential leadership and business process disruptions. Summary Links from the show: Website: https://karenknab.com/ === Show Information Website: https://www.itbusinesspodcast.com/ Host: Marvin Bee Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ Become a monthly supporter: https://www.patreon.com/join/itbusinesspodcast? One-Time Donation: https://www.buymeacoffee.com/unclemarv === Music: Song: Upbeat & Fun Sports Rock Logo Author: AlexanderRufire License Code: 7X9F52DNML - Date: January 1st, 2024