Get Some Technology Therapy With Shaun Oshman Soar Above Success #12

What You Will Learn:

  • How Google Apps can increase your productivity
  • How outsourced IT can benefit your company
  • Why IT training will make your staff more productive
  • How to get faster wifi and why it’s important
  • Applications you can use to help you save time
  • What is Cloud and why it’s important for your business 

Important Links:

iSupportu Website

Yury: Hello and welcome to the Soar Above Success Podcast, my name is Yury and I have Shaun Oshman here today. Shaun has spent his career cultivating teams to do amazing things. Today, he leads the team at iSupportU to provide the highest quality IT support and consulting.

He finished a Masters in Education to prepare him to teach. A thirst for understanding brought him to the field of technology.

His company has grown by an average of 200% per year since opening. This has resulted in being a top five fastest growing company in Boulder and Broomfield Counties in 2013, 2014 and 2015. The growth has been the result of carefully planned and implemented strategies of growth by cultivating relationships with existing clients and providing the highest quality of service.

Shaun it’s a pleasure to have you here on Soar Above Success. Welcome to the show!

Are you poised to the 2016 top 5 fastest growing companies as well?

Shaun: No because in 2015, we focused more on bottom line growth, focusing on the team, and the fact that we bought a building. The company moved into a new office space, we have been settling into that. If they had an award for bottom line growth, then yeah.

Yury: Growth is growth nonetheless, as long as you’re not stagnating in a business that’s what Soaring Above Success means. You’re definitely on your way!

What is ISuportU, and what got you in this field? Why did you decide IT Support?

Shaun: There are three different things that we do.  There is consulting, to determine what kind of tools to best fit the need of a business. There is deployment and support, which is the techy part of it. This is where a lot of companies get stuck in all the time the third component is training.

Training is important because people think that certain technology is not good technology because they don’t understand how to use it. That education piece is important because in the end people use this stuff.

For me I found it interesting to empower people to use technology to pursue their passions. We work with great companies who do amazing stuff. If you’re a chiropractor you’re not in the business to manage email, but we can teach you to manage email in a system so you can focus on your main thing.

That is the point. Technology is not all it’s cracked up to be. Technology is only a good thing, if it increases the quality of the human experience.   

Yury: We had the experience with the Google Hangouts today, which is a prime example of how technology can be very frustrating and make you want to punch your screen. Are you talking about physical infrastructure technology, mainframes and servers? Or are we talking about behind the scenes as well, the software end of things?

Shaun: We don’t do any custom development, we used to do website development work, then sold that part off to another firm and that is all they do is the marketing side of things.

We do infrastructures, all the networking, switching, firewalls, and servers, wireless. For some reason people have this idea that wireless is meant to be stable. We spend a lot of time tweaking wireless to make it work in the way that people want it to.

It is pretty finicky. That is in addition to doing things like email hosting, we set up over 150 organizations on Google hosting. Moving them from whoever their previous host was to the Google suite of services. We are moving a lot of people to the cloud.

We spend more time decommissioning servers then we do spinning up new servers.

Yury: Cloud is still a big part of what you’re doing. I can definitely see the movement to the Google suite. Google has really figured out the nuances of the web. Not everything they have is perfect, but a lot of the processes they do have in place is scalable and really reliable.

Minus Hangouts with our experience. Everything is on Google on our end too; it’s a really efficient system. With wireless you bring up a really good point Shaun. With wireless a lot of the conception around that is, we are going to have a wireless signal, be consistent and stable permanently no matter what.

Once you set it up, it’s kind of “done”.  We always experience issues with wireless from all angles. From connection drops, or something happens with our devices paring with those wireless signals, to simply the thing just stops working, you still get a signal, but there is no actual broadcast message, there is no messages being sent and received.

Your right a lot of businesses overlook that and say “I’m going to hire Uncle Bob to do this for me, he will wire this thing up and it’s going to work really well.” Then two months later Uncle Bob’s handiwork does not pan out so well.  

I am sure you have encountered a lot of cool experiences with businesses, what is one of the horror stories you have seen with infrastructure of some sort of IT mess?

Sean: One of the most common things that we encounter on Wi-Fi particular is that everyone is spinning up little Wi-Fi networks. One of the messiest situations I have seen here in town there are executive suites, where you might have one or two people in an office. They are leasing that office out.

The building itself supplies Internet, so you can plug into a wall and get yourself hardwired to the Internet on the local network. Now, what every person in that building wants is want their own Wi-Fi.

Now you have 50 tenants all creating their own wireless networks, but there are only 11 channels within the spectrum with what we have in the FCC for an 80211 channel.

It’s almost like at a party, you have a whole bunch of people in a room. Somebody starts talking louder because they are excited about the conversation they are having. Now the next person starts to talk a little louder because it is harder to hear. So the room gets so loud that you can’t even hear the person right next to you, because the roar is huge.

That is happening with wireless networks. In this case, this is just an extreme example of apartment complexes; in any area there is a high concentration of businesses. Everyone is getting more and more powerful access points, because they need stronger signals.

If they are projecting a signal out on lets say channel 1, they are crushing that signal and utilizing all that space, so that no one else can be on channel 1 with in that vicinity. When a channel 1 signal overlaps on another channel 1 signal, the space between is dead, it’s dropped.

They just crush each other. We encounter that a ton, and it get’s kind of challenging because we’re needing to have conversations with businesses that are not our clients, to say hey you have this set on channel so and so, can we talk about having you set this up to a different channel that will not conflict with your neighbors who happen to be our clients.

We have to go in with Wi-Fi analyzing tools that are very exact with how strong different signals are within different frequency ranges to see what the most clogged channels are. When 5g became available that helped things out quite a bit, because now you have a whole new spectrum to work with, that’s less clogged.

With 5g it does not have as far a throw. You can have higher saturation, more users in a smaller space, but it won’t go through walls as readily. It just does not have the same distance range as 2.4g; it’s because of the nature of the wave.

Yury: It could be a shorter frequency, higher wavelength, more energy, but less penetration. That’s a really complex situation, which brings us to startup culture and the whole concept of co-working environments/spaces.

When I was at a coworking space, every single tenet had their own wireless signal. Ours would constantly be cut out; it would be the most frustrating thing because it never works. We ended up hardwiring everybody into the actual infrastructure. Our signal was so unreliable; we would not be able to have this conversation.

We would call someone on Skype, and there would be a constant dropped signal. It would work for 30 seconds and then cut out. We were paying a lot of money for the wireless there; the signal to get there was not a cheap service.

In a situation like that, what is the best approach for a company to shelter their environment so they don’t have this interference? You mentioned 5g, is that a good solution? Are there alternative solutions a company can offer to their employees besides hard wiring so they don’t have this interaction with other tenants?

Shaun: If everyone wears those foil hats, like a helmet made of aluminum foil, it really helps block everything. Then you just focus on your computer and everything is fine. When you’re in a co-working space like that it’s difficult, you don’t have a lot of power. It’s actually the responsibility of the co-working space to provide good Wi-Fi.

The challenge is that not many of them invest in good equipment to manage that density of users. Out of the ones just in this town, I would say 2/10 that I know of have actually invested in enterprise grade Wi-Fi equipment.

They know how important it is to have good networking. They are too focused on the coffee machine I think to bother with the Wi-Fi. Hardwire will always be more stable, it’s a fact. Even just the speeds you got 802, 11ac that is the newest iteration of 802. You have multiple in multiple out, that’s all great.

In theory, let’s say you can get GB speeds over Wi-Fi. Once you get 20, 30 users all-communicating with the same access point, all needing traffic. Now you’re down to maybe 100 MB. Most local networks when you plug in you will get GB speed over your wire.

You will get 10X faster speed on your local network when you plug it in. I know all these computers have all these cool Wi-Fi in them, and you don’t want to be plugged into anything. I understand all of that. The Wi-Fi technology has not caught up, it will never be as fast as wired. There is less opportunity for loss when you enclose that signal.

Yury: That is a difficult thing for a lot of people to move past. We do have our fancy devices, and they are all connected. The more devices you start paring with your network, the less signal you actually get. There is a limitation to it all, it’s not infinite.

There is no such thing as an infinite perpetual signal, unless Google comes out with their blimp, but that is a story for a different day. They might be able to figure it out, who knows. At this point, at home or the office, it seems like you said; the best solution is to maintain that closed signal so you have that reliable connectivity.  

Really, the solution is you have to wait for technology to catch up. There are new wireless router’s comings out. What is one really good thing a business owner can implement to mitigate some of these issues? Is there anything they can do to speed up their network, or reduce the load on their network? What is something they can do to reduce that issue that we are talking about right now?

Shaun: One of the easiest things to do is to use any of the Wi-Fi spectrum analyzers, a lot are free. You can get them on your Android phone. Some may even run on Macs, on OS maybe 10:10, 10:11 they have a pretty advanced spectrum analyzer where they can show you where the saturation levels are.   

With that information logging into your Wi-Fi access point, and choosing a channel that is not saturated. This way you don’t have to invest in new hardware. You should make the best of what it is with what you have.

Once you get into fancier access points, then they are usually intelligent enough with their cloud based or local controller and will go do that analysis themselves. Say hey we really think you should put it on this channel, here are all the channels. They built that right into the software.

There are certain home routers where I have seen them built that into the user interface as well. Starting off by logging into the router itself and seeing what kind of features it has, and seeing what insight it can give you about what channel to put your stuff on.

Yury: Now I understand ISupportU is not just a wireless company, you guys don’t just do the Wi-Fi, you also do the hardwiring. Now, do you also do the infrastructure internally, and if that infrastructure is not a good match move into a cloud area?

If a company does not want to buy and deal with servers, and manage it themselves, what is an alternative for them?

Shaun: It depends on the need they are trying to satisfy. That is where the consulting comes in, going back to the conversation of what are you trying to host, what problem are you trying to solve with a technology solution of some kind.

You want to share files amongst your team? Okay, where is your team? How does your team work? Tell me about the kind of applications your team uses to create files. Okay so you use word and want to continue to use word. This is choose your own adventure, and once that conversation is done and it is clear what the best solution is.

Now 9/10 the easiest thing will be to use something like a Google Drive, Drop box, in Microsoft land they have Drive. Which is still not very stable. One of the disadvantages that Microsoft has is, they were late to the game.

I don’t have any dislike of Microsoft products; I think they have some really great stuff. Hosted exchange has always been super stable, which is why historically it has been at the core of so many enterprise infrastructures.

The irony here is that what Microsoft has done, is there product they have created, hosted exchange, is hosting it themselves and they are doing a poor job. Hosting their own infrastructure.

This is where it starts to get tricky, a lot of these tech companies try to get everybody, and Microsoft is guilty of this especially now, is they want to be everybody’s cloud solution. They sprung up Azure, which is not a stable as AWS and a lot of the other solutions out there.

Definitely not as stable as the Google infrastructure, and not as secure. The security rules and the technology that run Google are just light-years beyond what everybody else have done. It is because Google was born in the cloud, they didn’t have to go retroactively go apply existing technology and then translate it into a browser.

They have been in the browser since day 1. Microsoft has to recreate and write new code to make it so when you log into a browser all of a sudden your Outlook experience is the same. They are dealing with growing pains because they are playing catch up all the time.

It’s the same historically since Apple has started. Any time you get into cloud based services of any kind. It’s been a mess, Mobileme was terrible, .mac was terrible, and every time they reboot it they are like we fixed everything. Steve Jobs even made fun of it himself.

When he made Icloud, he was like I know what you’re going to say. I know this has been bad in the past, but this is going to be amazing. Kind of, I mean guys, focus on making laptops, focus on making great hardware. Your really good at it, just focus on that.

This is where working with businesses a lot of it is asking the question, what is your company best at? Apple makes excellent hardware. A system that is not susceptible to viruses, it’s secure, compatible. They have never been good at servers.

A lot of this is mixing and matching saying this company does this well. Voice over IP hosts, another thing. So many companies need phone access, how do you answer that problem. Now it has become non-contractual which is fantastic.

Historically with Telco’s you had to sign up for a 3-year contract, now you’re on the hook. It is all running though the RJ11 skinny small cable. Now it is all ran over data, there are month-to-month contracts. In fact a lot of these companies don’t have as good service as when you signed up with them.

The good thing with a month to month is you can jump ship.

Yury: Exactly, you are not married to any provider for any given time. You went over a lot of things there and I definitely agree with you with the cloud solutions. On our end we have been using AWS, Google, Azure is not even in the picture. Let’s face it Azure is great and has some great features.

If you’re not a .net programmer, Azure can be a mess and really complicated to figure out. Short of just switching the IP on a virtual machine, it is lines of code. Everything on there is based on the .net framework. It’s his or her own proprietary language; it’s a weird way of coding that no one uses anymore.

It’s not agile, it’s not fun, and it has that 1990’s-2000 feel to it. It’s just not a good experience. You have that blue screen with the code, nothing happens, there are no animations, the syntax is very dry.

Shaun: It’s like an access database

Yury: right exactly, it’s literally like running server side communications. Most businesses don’t have enterprise needs. Most of the time a plug n play solution will be applicable, with a few modifications on the UI.

I also feel the Azure cloud is excessive for a lot of business cloud applications.  When I was working with a company who is also out of Boulder. They had this entire Azure with their 365 setup, their server working, and it was all networked out, and there were 2 to 3 employees there.

I was like you guys completely over killed this.  You made this way more complicated than it needed to be. First off you’re running Windows, which is the first problem I see. Second of all there is no easy fix because everything is hooked into everything else.

There are all these consistent perpetual problems in their suites where you need to handle an IT professional to handle that for you. I am not an IT expert, which is why we are chatting. I would not know where to start with a lot of that stuff, which is one of the reasons I am sure your company exists.

There are complications to infrastructure in understanding this whole paradigm of what are the best solutions, applications, hardware, and software. How do you make them all talk? With that said, the hierarchy you went though is you’re a big fan of the Google infrastructure, then AWS, and then Azure.

Shaun:  If you rank them in regards to their evolution and stability.  

Yury: that is a very interesting concept, because most people don’t go into the cloud areas. In a nutshell what is cloud? What are we actually doing when we say “we’re bringing something to the cloud?”

Shaun: It’s a brand really; the term cloud is an inception of a term that has existed since the Internet, of all technology really. Cloud is accessing data, or interaction with an app that is hosted someplace not where I am. If you wanted to strip it down to its core definition.

Back in 1998, when somebody signed up for their first Yahoo account, they were basically using cloud. That was a cloud-based webmail. It was hosted on a server over at Yahoo. This whole idea of saying all of a sudden we are hosting on a cloud.

Well, where do you think online banking has been this entire time? Banks have been on the cloud this whole time, and then you have people freaked out that all of a sudden banks are using the cloud. It’s a new world to describe an external infrastructure.

This is what blows my mind; I have these conversations on the daily with people who run businesses. They are like you know we’re not sure we trust the cloud, security… I am like time out; let’s take this aside.  How is it you determine how much money you have in your bank account? When you log in, where do you think that data is housed?

Oh no it is somewhere very secure, uh huh…. So you mean all wealth you have gathered in your life, is somewhere on a thing that you are scared to call a cloud? Most of the time I spend with clients, particularly on the front end is having this conversation.

Having a background as an educator has been shockingly useful. It seems like a diversion. It is not; this is all along the same path. As we develop these technologies, in the end we are just humans. Were just trying to make sense of all of this.

When we engage with these technologies and they are imperfect, it frustrates us. We think, well this was supposed to solve my problem, this was supposed to work. Why does this not just work? This is like asking the question why don’t you just work? Why don’t you just wake up everyday on time, and come into work on time everyday and work at the highest level of efficiency.

You’re not going to, do you want to know why? You’re a human being, you’re flawed. You know who makes all this technology? Human beings, and they are flawed, and it is okay. So let’s take this same compassion and understanding we have with fellow human beings, with their nuances and imperfections and apply that same compassion for technology.

It is an unreasonable expectation to think it will always do the thing it is supposed to. That is a hard conversation, it’s everything. Let’s just be patient with this stuff. People freak out when things break and the only thing I can think of to explain to them is ISupportU is a company, what we are doing is making technology suck less.

That’s it there is no way we can take away 100% of the stuff because we do not create the software, or hardware we are supporting. These companies will say it has certain features, and they are not lying, the features are just not stable. They don’t do the thing they say they will do out of the box.

Yet a lot of people whom own businesses run into this frustration. They say, “hey, I just bought this thing and it doesn’t do this other thing.” I am really sorry it is just like any other relationship you ever had. In the beginning you’re starry eyed and it’s wonderful. Then at some point reality sets in and you realize that the person has baggage and imperfections.

It’s a hard reality, but it’s okay, take it easy. So much of what we do is technology therapy.

Yury: I love how you put that. There are so many things being plugged in, there are all your devices, adapters, plugs, and other non-compatible components that are all plugged in. A couple weeks ago I was on a live call and we had a microphone issue. Unable to resolve it with technology.

Literally we could not strip the audio piece. We cleaned it up as best we could, but we were not able to clean the full brunt of it. It turned out there was some static on the line with one of our USB hubs. Who could have predicted that, it worked 9 out of 10 times.

The 10th call, failed. It is very frustrating, and your right. It’s a level of understanding and appreciation of what technology is and understanding that it is going to be flawed, it is going to fail, and you should expect it to fail. That is exactly how WordPress is too.

WordPress is a great platform out of the box. When you have it installed, there is nothing on the database; it is a nice clean install. It functions fast, effectively, it’s robust. It has no errors or issues whatsoever. Then the users get in, and they start to add plug ins.

They think I just need a text editor plug in, and then I needed a social media plug in, then I needed this plug in that plug in. Pretty soon, before you know it the company is dealing with 60 plugins on their back end. When we get into these sites we go WOW. You have a theme which has it’s own code base.

Then you put plug in’s which also have their own code base, then you add a 3rd, 4th, and soon a 60th plug in, now you have this mess. Just like an interference of wireless signal.  You have this mess on your backend and go oh, my site does not work anymore. It broke, it was working fine yesterday.

No, your site is fine, the human element is broken. It really comes down to understanding what the limitations are of technology and what to expect from it. You have to nurture it, and constantly have to make sure it is working.

How many times have you walked into a server farm and seen clouds of dust. No one has touched these servers in years. You think that will not interfere with the technology piece? Of course it does. If a piece of dust gets into one of the electronics in there it can wreak havoc and cause interferences. Hardware malfunctions that the server has a hardware issue that cannot be mitigated with software.   

The piece of dust, water, or whatever gets’ on there. You have a big problem at hand. Now, I understand Shaun you’re a big fan of Google and we are too. What are some of the Google apps besides Google Apps for Business and the Gmail piece of it? If you’re not using it and you’re listening to this, do yourself a favor and get yourself a $5 a month Google Apps account. It will save you time and integrate seamlessly into your daily routine.  

What are other Google Apps that businesses can implement to streamline some of their processes. Make communication between teams easier. What are some things they can try?

Shaun: There are tools that are 3rd party plug-ins that work with Gmail as a central tool. One of them is Boomerang, I am not sure if you ever used that but it is fantastic. You can delay the send of an email, for those people who are night owls and pound out your emails at 1 am.

I hate to say it but you will look like kind of a weirdo getting emails out at 1 am, but you will look like a boss when you send them at 6am. There is a big difference, so you just schedule it out. Compose all your emails, queue them up, and use your Boomerang.

This is where it got its name, I send you an email, and I am expecting a response on a project. I need that response in 2 days, my project closes in 3 days. That email will boomerang back to me in 2 days and say hey you have not gotten a response, give them a call.

Key Rocket is fantastic. It is a great way to learn the keyboard shortcuts that make email utilization as fast as when you use the copy and paste function. They made a tool that was similar for Office previously. They really did not blow up until they made a tool that can be used on Chrome.

It pops up a little blue window when you do an action like compose. If you click on the compose button instead of using the keyboard shortcut it will pop up a blue button that says hey next time you should just press the letter C. It trains you. Instead of printing out a little table and tapering it to your screen, it trains you as you go.

That is a really brilliant application, I still have it installed and there are still keyboard shortcuts that I learn on email. That is why I am so fast on email, I know that E is archive, R is reply, and I know that F is forward. These are ways you can become more productive and matter of fact we need to work hard to decrease the amount of time we spend on email.

We can only do that by understanding the email very intimately. Becoming a ninja in the same way for years we have become really good at using Office. That tool has been around for a couple of decades so it has become steeped in what the expectations are for a productive Office employee.

Then of course because the Google open API has been out for so long what they are doing is saying to software developers all over the world is make some cool tools and make it work with Google. Lot’s of great CRM systems; Solve360 is a great CRM system we have used. It is a Canadian based company. It is not pretty, warning.

It looks like a database developer created it, but it is incredibly functional. It’s very powerful, it’s snappy, and it has really great uptime. It is a CRM plus it is a project management suite. We deploy that for a lot of our clients.

The great thing is it is Cloud based; it’s month to month. It will take all the data, contacts, calendars, integrates with Google Drive they do a two way push. For me, being someone who runs a company, I want to know that the people in my CRM system will push to my Google contacts.

I want to know that if any contact we have ever worked with calls me, I will see that contact come up on my phone with caller ID. I have over 6,000 contacts on my phone. None of which I have added. They all came from my CRM, to Google, to my phone.

When you are talking about productivity and management of data. That is magic that is what everybody is trying to get to.

Yury: That is really important and something that many people do not consider is that you have to manually add contacts if you are not pushing it though.

Have you used Streak for the CRM, which just hooks right into Gmail for a CRM?

Shaun: I have heard of it but have not used it yet. I have used unsightly, which is a great platform. Zoho CRM makes a nice platform. The Google Apps marketplace is going to be the place to go. You filter by category and you say ok I am trying to solve this problem. What systems out there will integrate with my core system with in this case is Google?

Yury: And at the end of the day, these tools are meant to eliminate certain pain right. It is not going to be flawless, and this needs to come with that level of understanding that we talked about earlier. These systems are flawed, are they better then most? Yeah, definitely.

Are they going to streamline your communication? Absolutely. Even Slack, we’re huge fans of Slack for internal communication. It’s instantaneous; it is the coolest thing ever. We have killed email as a result internally.

Email is more of a reach out tool now at this point. Even Slack is flawed; we have had issues with that too. Trying to get it integrated, there have been minor headaches. For the amount of benefit and joy you get out of it. Who can have more fun doing /gif and sending gif’s to people?

I love doing that, burning some time chatting with friends on there. For all it’s capabilities it still has issues. At the end of the day it comes down to being a people centric focal point. What I understand ISupportU is a people centric company. What does that mean? What do you mean by being people centric?

Shaun: This has happened all across technology, the democratization of technology. The way this used to work was an administrator on the executive team would make a decision on technology. Were going to implement this company wide. That’s all fine I guess.

Everybody needs to learn the system. You go to a bunch of trainings. You hate it and it’s ugly. You don’t care because you have to just do it everyday. What’s happened is it has flipped on its head.

This is where you really cannot avoid the people part of it because people are looking at their job and saying, I need to do this thing. I need to solve this problem because that is part of my job description.

The tool I have been given by the company does not do a good enough job at this; therefore I will find a tool that will solve my problem. It will make me more efficient as an employee. I am going to take it and bring it into this organization.

Now IT managers are having this challenge, it is not just bring your own device. This is bring your own infrastructure. People are saying this little subset of people will use bots, this other subset will use Drop box.

What we end up doing when it comes to dealing with people is go Ok, I understand why you want to use that tool. Let’s talk strategically how it relates to the whole company; let’s bring that discussion to everybody. Yes we want you to be empowered, however, you are still part of a team. Let’s keep that at the center of it. A lot of these companies don’t even think about it.

A company we work with now has about 300 employees; they have been around for about 22 months. They have 5 offices, in 3 different states. They use Drop box, Drive, Box, Slack, so there are 4 just file sharing systems that have been implemented into that company because they have given people the freedom to do whatever they want.

Now we are raining that in and saying well, how do we manage it if someone gets let go? Now that data is somewhere, connected to what devices we don’t really know. That is the IP of the company. The company has paid that person to develop that IP. That IP might just go away, it might have to be recreated now because of too much freedom.

Now we are moving into the evolution of where this is all going is centralized user management. Jump Cloud has done a great job of reining in all these tools and saying let’s take active directory what it used to be. You get hired for a certain job, you are given permission to access certain files and folders. You get access to certain apps; formally it would have been Exchange for email. Access for database in Microsoft land.

Now it’s moving more toward cloud based tools, move towards this one login will get you into Slack, into Google, and Dropbox. These are the places we want you to go, we don’t want you to go to any other places. If you want that user authentication applied to another app, here is the process.

You need to apply, and state your reasoning for wanting to use that outside app that is outside the governing of the company. This is a startup company we are working on; this is where technology has gone.

“IT guys” in a traditional sense cannot just be IT guys anymore. It is not good enough just to keep things working. Things work, we have worked out the bugs. The Internet is stable, think about the number of outages we deal with nowadays, compared to what we used to.

You’re talking a down time of maybe an hour or two a year? That is no longer a thing to fix, because you’re not managing an email server. That is why you have to move into that space. We are still in the technology we are not just keeping it running.

In actual fact, technology has become more human, and that is awesome. That needs to be dealt with in conjunction to how you manage it because you are still in the same bus- so sync it up.

Yury: You’re literally doing exactly what we do with a website virtually, your doing physically element. Of course any application be it software or hardware, there is always a human element in there. You can go in and fix the problem and the next day you get a call saying hey it does not work.

They say what you did yesterday did not fix it, and you ask them, okay what did you do? What buttons did you click on for it not to work, because it definitely works. Code does not delete itself unless there is a bug.

I am going to delete my jquery files today, because I don’t want to access jquery today. That does not happen in the real world, code is code. Usually it is that human intervention, that piece. When the human piece gets involved they don’t realize what happens when something breaks and are in a tailspin trying to fix everything.  

That is when you get that phone call from that frantic customer saying something you did yesterday or what ever happened does not work anymore. You need to come in and fix it. You need to tell them to calm down and it is probably something so small. We will undo any changes that have been made and you will be live in 30 seconds.

That is really is the level of understanding of technology that we both bring to the table for customers. It allows us to say this is not a big deal, you did not ruin anything, and your data is still fine. Here is what we have to do to fix the issue.

Shaun we are getting close to time here, I definitely appreciate your input on the people element that all these different software and hardware applications. Do you see any direction in the future for consolidation? Is there going to be that one drive that takes over.

Not necessarily a drive, but an integration that handles all the drives? An integration that handles all the software’s, all the browsers. What we are seeing now is this fractalization of these different components and everyone like you said like their own software’s. You are having all these competing elements, some are complementary, but a lot of it is just scattered.

Do you see a move to consolidate things for companies in the future?

Shaun: I hope not, I only say this because there is beauty in destruction. There is beauty in people challenging the system. That’s what’s so great about anything being open. In the world of web you have flat HTML code, can it ever break? No, because no one touched it. That is the nature of anything that is a monarchy.

This hierarchy can be controlled because there are such controls within the system that no one has the ability or power to break anything. There is something beautiful about letting more than just the web masters, the gods of technology to touch this stuff.

It’s empowering and it’s exciting. Do they break things? Of course they do, it is apart of the process. Anyone who writes code breaks a ton of stuff along the way. That is totally cool, that is what you’re supposed to do. That is apart of the process and that is what’s so great about it. Having it be more of an open process, with the support there to go down that path.

Being able to have that discussion to say hey this is what you do when you screw up. Not if but when you screw up. Same thing with reverting a change you just made on WordPress. I am going to teach you how to do that because I know you’re going to poke around. I want you to screw up because the fear and anxiety you feel when you destroy a website.

You’re going to learn real quick and there is no other way to teach you besides you actually doing it. I kind of hope it does not get locked down because that is some of the frustrations that people have with Apple as a company. They are very proprietary; they lock down a lot of their stuff.  

All people want to do is hack; they just want to get into it. They want to control it and put their own creativity into it, and that is a beautiful thing.


Yury: I agree, that is why we have so many choices. The more people go in and mess around with code, the more options we ultimately have. That gives you the ability to have the preferences for what has the most efficient workflow for you.

For me, my workflow might not apply to anybody and I know it doesn’t. My workflow is out of control and makes no sense to everybody else. It makes sense to me and that is really what is important. As long as I can communicate that message to other people throughout the company in an efficient way.

They don’t need to understand my workflow; they just need to know that translation of the workflow. The choices out there are only growing, becoming more efficient, more powerful, and less buggy. As we keep going though this things are getting much better. In the past 5 years look at all the SaaS companies that have come about.

Look at all the technology that has manifested. 7 or 8 years ago a 16g computer would have cost you thousands upon thousands. Today it is less and way more efficient, and it fits in a thin piece of hardware that just did not exist 8 years ago. I agree, things are definitely getting more scalable.

Shaun it has been an excellent time having you on the show today. Really good conversation. I have learned a lot about infrastructure. Infrastructure from what I gathered yes is complicated and has a lot of nuances. At the end of the day it’s technology, and it’s people.

The focus is making people understand what it is they are trying to leverage, and using that efficiently. I want to thank you for being on the show again Shaun. It has been a pleasure listening to what you have to say, learning about ISupportU; I hope we can have you on again.

Keep at it man, I agree technology is getting more complicated, that is where the fun is. That is where we can start breaking stuff and fixing it.

Shaun: Thanks for having me




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