Mytech Culture Experience November 2012

This month we would like to reflect on our October value of "Reject mediocrity" by highlighting one of our Mytech team members who exemplifies this value every day – Paul O'Sullivan. Many of you have had the opportunity to have Paul come out to your office as he is one of our field engineers responsible for delivering onsite service and new project implementations. To be a successful Field Engineer at Mytech you have to be able to excel and learn new technology; you have to be able to plan project deployments and coordinate the hundreds of variables that can impact the solution;you have to handle yourself with poise in stressful situations and be able to communicate effectively to internal staff and more importantly our customers. Paul rejects mediocrity by continually stepping up to the challenges placed in front of him and excelling at the delivery of service to our customers.

Mytech over the past couple years was also on the search for another leader in the field services department because of the considerable growth we have experienced over the last few years. We needed a rock solid Field Engineer to be a lead on project deployments. Paul made it clear that he was the man for the job. Paul put himself on a path to continue his education, worked on certifications, ensured that his documentation was excellent and he continued to have great communication with our customers. If you happen to see Paul at your office or if he is working with you remotely – rest assured you are in good hands and Paul will take great care of you. We are happy to have Paul on our team and we thank him for rejecting mediocrity and being a leader in our organization.

"The general tendency of things throughout the world is to render mediocrity the ascendant power among mankind"
- John Stuart Mill

For those of you who may not know John Stuart Mill, he was a British philosopher in the mid 1800's. One of his more known works is called "On Liberty" where he passionately dialogs about liberty and personal responsibility. While the words above were written more than 100 years ago, they still hold true today. Once again, I commend our Culture Committee for recognizing that general tendency and chose to define Reject mediocrity as one of our core values to remind all of our staff every day that we are not here to be average. We are not here to settle for mediocre solutions. We are here to drive excellence into what we do and how we serve our customers. Our Vision at Mytech is: To deliver the best IT solutions in North America. Not to deliver solutions, or to deliver o.k. solutions but to deliver the best IT solutions to our customers. That means we will challenge our competitors! This also means that we will challenge our customers – yes, challenge our customers. In order for Mytech to meet our Vision and to Reject mediocrity we need to challenge any solution that is not in alignment with those standards. One of the challenges is just as John Stuart Mill stated – "The general tendency... is to render mediocrity..." – and we all have a choice to make. Mytech has made our choice to reject mediocrity – what do you choose? What we have found as our organization has grown is that on the rare occasions that we have chosen the easier path such as: compromised on a solution design, said yes to a customer when we should have said no, short-cut a process etc. we have always looked back and regretted the decision. We have made mistakes no doubt, and sometimes those decisions are made under duress, or because of budget or lack of time to consider the different possibilities - which are all understandable reasons to just get by instead of rejecting mediocrity. But even in those moments we have a choice, we have an opportunity to lead, to show our staff, our customers, our vendors and ourselves what we are really about and that even then, we choose to reject mediocrity.

As the small and medium business market has matured in its use of IT over the last decade or so, the expectation of IT availability and reliability has also matured. When Mytech started 12 years ago, we were helping almost every customer we worked with to acquire their first "high speed Internet connection." We were talking about things like "always on" and "firewalls" and "sharing files"through your network. To many small businesses all of these concepts were new and represented a different way of doing business. One of the corresponding results of this new always on connection to the Internet was that businesses now began relying on these connections where previously they did not exist so if the "network" did not work there was very little impact to productivity. That was then (12 years ago) and today we measure response time in minutes not days. Mytech has learned over the years by listening to our customers is that we cannot deliver the service they expect unless we consistently reject mediocrity. We can have the best engineers on the planet but if the infrastructure they are trying to support is not adequately designed to meet the business requirements we will fail every time. We have learned that we have to reject mediocrity in every aspect of our business – our staff, our solutions, our processes and the vendor partners with whom we choose to work. The whole is a sum of its parts and we choose to deliver a work product and service that rejects mediocrity and that means challenging "The general tendency... of the world" every day in every task we complete in every aspect of our business. Please understand that we do make mistakes and we are by no means perfect, however we have made the choice to put ourselves on the path of rejecting mediocrity. Has your organization made that choice?

Thank you for taking the time to read about a fantastic Mytech team member – Paul O'Sullivan and for participating in part of the Mytech Culture Experience. I invite you to please join the team here at Mytech on our Culture Experience, so that together we can work to "Reject mediocrity."

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