I joined The Network Support Company shortly after graduating from high school in 1996. I was only 18, but having grown up with computers, I’d already developed some skills in this area. Fortunately for me, knowing ones way around a computer was a skill that was coming into demand. At the time, TNSC was a new business with a mission to provide IT services to its clients. I didn’t really pay a lot of attention to the business at the time, but I loved working with the technology and the clients. I thought it to be gratifying to solve someone’s technical issue. It’s important to note that, for many small and mid-sized businesses in the late ‘90s, computers served mostly to automate some processes; because the machines were often unreliable and frustrating, the nuts & bolts of a business’s day-to-day operations weren’t completely reliant on them.
Fast forward about 10 years – the landscape changed with the meteoric rise of the Internet and connectivity. The business impact for a computer failure had multiplied exponentially. Computers were no longer just a convenience, they were vital to virtually every process and task. Computers held all of the data employees needed to service their customers, so when the technology didn’t work, work would grind to a crawl, if not a halt. Further complicating matters, employees were no longer trained how to do their jobs without relying on computers! The result: when a network was down, waiting until the next day or when a technician was in the area was simply not an option. The business’s bottom line was impacted, in most cases, immediately.