šŸ”’ Patreon Special

IT Pros: exclusive shows await you on Patreon, focusing on the more challenging aspects of running your practice and working with clients and employees.

593: Navigating IT's Past and Future with Tim Nyberg of The MacGuys+

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A Journey Through Mac Support with Tim Nyberg

In this episode of Command Control Power, hosts welcome Tim Nyberg of The Mac Guys + as he shares his extensive journey in Mac support, starting back in the early 90s. Tim recounts his early fascination with technology, from overclocking a Commodore 64 to managing the first round of Macintosh computers at his college newspaper. He provides insights into the evolution of Mac operating systems and the challenges of adapting to new technologies over decades. Tim also discusses the benefits and intricacies of running a remote support business, the importance of client engagement, and efficient business operations. The conversation explores tools like Addigy, RepairShopper, and Watchman Monitoring, touching on security practices and the need for comprehensive and affordable security audits for clients. The episode offers valuable lessons on adapting to technological changes, maintaining client relationships, and optimizing remote IT support.


Introduction and Welcome


Tim's Early Tech Adventures

College Days and Early Mac Experiences

Evolution of Design Software

SCSI Troubles and Early Mac Troubleshooting

Transition to OS X

Staying Current in Tech

Remote Work and Tools


Client Engagement Strategies

Streamlining Remote Work

The Pros and Cons of Repair Shopper

Exploring Alternatives to Repair Shopper

The Value of Community in Tech Tools

Balancing Business and Lifestyle


Security Audits and Tools

Reflections on the Tech Industry

Closing Thoughts and Future Plans

Best Of CCP - Interview with Dr. Howard Oakley of The Eclectic Light Company

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Sam Valencia, Jerry Zigmont and Joe Saponare discuss working with Apple technology and clients. Drawn from their combined experience of over 20 years in the Apple Consultants Network, they discuss technical support issues both with the technology and working with clients.

Unable to Verify Message Signature in Mail.app

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Fact #1: When you send an email from Mail.app, if you have a certificate in your keychain that matches the ā€œfromā€ email address, that certificate is used to sign the message.

Fact #2: When Mail.app receives a signed email message, it adds the senderā€™s attached certificate to the userā€™s keychain.

So far so good. But thereā€™s an issue that can manifest as a result of those two facts.

If you send yourself a signed email from Mail.app, Mail treats the incoming message just like any received email in Fact #2 above.

That becomes an issue if the message in question was improperly signed with an invalid certificate. Mail sees the received emailā€™s certificate and adds it to your keychain. Then, when you go to send the next email, Mail sees the certificate in your keychain and uses it to sign the new outgoing email.

If the signature is invalid, the recipient sees a banner at the top of the received message:

The solution is much trickier than one might thinkā€¦

Read More

591: Optimizing MSP Operations with Tim Pearson of Creative Techs

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Command Control Power: Mastering IT Workflows, Automation, and Vinyl Rituals

In this engaging episode of Command Control Power, hosts Joe, Sam, and Jerry, alongside guest Tim Pearson from Creative Techs, explore a wide range of topics spanning advanced IT management and nostalgic music traditions. They reminisce about the ACEs conference and introduce ACEs After Dark, a community event for sharing mobile device management (MDM) and remote monitoring and management (RMM) tips. The conversation dives into optimizing IT workflows through automation, discussing tools like Halo dashboards and Backup Radar for efficient backup management. The group highlights the importance of community support in the Managed Service Provider (MSP) and Apple Certified Network (ACN) landscapes, emphasizing the benefits of integrated tools like PSA and Pax8 for business process streamlining. Additionally, they address the challenges posed by the fragmented MSP vendor landscape and share insights into the economic and time commitments required for creating community-driven tools. Tim Pearson wraps up the episode with a nostalgic discussion about vinyl records, reflecting on the charm of analog music rituals and the sentimental value of physical collections, enriched by personal anecdotes and the significance of classic albums.

590: Streamlining Business with Addigy: A Strategic Shift

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In this episode of Command Control Power, the hosts discuss leveraging Addigy to replicate some features of Watchman Monitoring, particularly focusing on business efficiency. Jerry initiates the topic by sharing his experience of transitioning from Watchman to Addigy due to development and costs. He highlights the useful features of Addigy, such as disk space alerts, and its Zendesk integration, while also acknowledging the development effort required to fully replace Watchman's reporting and alerting capabilities. The conversation includes a brief discussion on alternative tools like Malwarebytes. Additionally, the hosts reflect on client management challenges, specifically in dealing with tech support scams and rogue banking interactions. They close with a note on experimenting with social media marketing for new client acquisition.

00:00 Introduction and Episode Overview

00:05 Exploring Addigy and Watchman Monitoring

00:59 Jerry's Experience with Watchman Monitoring

02:15 Support Menu and Deployment

04:01 Evaluating Watchman Monitoring Features

04:29 Transitioning from Watchman to Addigy

04:50 Addigy Integration and Alternatives

11:59 PC Management Solutions

17:43 Reporting and Visualization Tools

30:31 Virtual Happy Hour Begins

30:42 Client's Printer Troubles

32:04 Remote Access Issues

32:56 Bank Troubles and Security Concerns

41:34 Keyboard and Mouse Mysteries

45:05 Marketing Experiment Results

49:28 Concluding Thoughts and Patreon Plug

589: Navigating Business Management with Benjamin Morales of Cirrus Partners

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In this episode of Command Control Power, hosts dig into the business acumen of Benjamin Morales, owner of Cirrus Partners. Benjamin discusses his journey from being an educator in the Pacific Northwest to owning a small MSP company in Madison, Wisconsin. He elaborates on the challenges of managing a team, hiring and firing employees, and transitioning from Linux to macOS. The conversation covers the importance of company culture, and the balance between individual technical skills and management responsibilities. Additionally, Benjamin shares the lessons learned from losing a significant client due to a mismatch between an employee's personality and client expectations. Rounding out the discussion, Benjamin provides insights into his reading influences and the support mechanisms he relies on to lead effectively.

Ben's Career Journey

Transition to Ownership

Challenges of Leadership

Managing Employees and Client Relations

Documenting and Delegating

Employee Issues and Client Impact

Transitioning Business and Client Relations

Handling Employee Performance and Reputation

Debating Hiring and Firing Strategies

Navigating Pandemic Challenges

Workplace Dynamics

Effective Hiring Practices

Managing Employee Relations and Termination

Leveraging Professional Employer Organizations (PEOs)

Hiring Challenges and Solutions

Balancing Internal Transitions and Client Support

Reflecting on Leadership and Team Dynamics

Concluding Thoughts and Book Recommendations