As CTO of a Master MSP, Javid Khan spends his days (and occasionally nights and weekends) making sure customers are happy. But often than not, he is leading a team of 200-plus service experts, creating the policies, documentation, workflow, and training needed to meet industry-standard and higher SLAs, ensure customer expectations are surpassed, and hold a global services organization accountable for seamless technology support. Javid joined IT By Design almost 13 years ago, working through several roles, learning along the way. He’s developed a deep expertise in services delivery alongside technology savviness when it comes to keeping a global business operating smoothly, with collaboration and security held to the highest standard. Before joining IT By Design, Javid was an IT manager. He earned his bachelor of arts in Pre-Medicine/Pre-Medical Studies from Saint John's University. Javid lives in New York with his wife and two sons.
Course Abstract Service desks continually strive to improve the quality of the service they deliver to customers. But defining quality and then measuring and improving on it—that’s not a simple process....
Course Abstract Not surprisingly, your clients expect you to be the expert when it comes to proposing changes to their technology infrastructure. Many MSPs find this conversation daunting, but it doesn’t have to be....