In this episode of AI Savants, host John Rice sits down with Ed Don, CEO and founder of Lumen21, for an unfiltered look at the realities of running a Managed Services Provider (MSP) in today’s evolving IT landscape. With nearly two decades of experience, Ed shares the hard-earned wisdom that comes from building a business, weathering industry shifts, and keeping clients safe in a world where cyber threats “do not discriminate.”

From the early days of opening his doors with little more than a dream, to leading a nationwide MSP that delivers both infrastructure support and security services, Ed offers a masterclass on strategy, resilience, and client relationships.

This conversation dives deep into the biggest trends, challenges, and opportunities shaping MSPs today—from the rise of AI to the new realities of cybersecurity and cyber insurance. If you’re an IT leader, MSP, or entrepreneur looking to grow in a competitive market, you’ll walk away with practical insights you can apply immediately.

Episode Highlights

• 03:30 – The Early Days: How Ed started Lumen 21 and the lessons learned in 18 years of business.

• 07:45 – Cybersecurity Doesn’t Discriminate: Why small businesses are just as vulnerable as Fortune 500s.

• 15:00 – Redefining Mission Critical: How the definition of downtime has expanded from payroll to email and beyond.

• 21:10 – Building Relationships, Not Transactions: Why trust and long-term client retention are Ed’s biggest differentiators.

• 28:40 – Scaling with Strategy: How EOS (Entrepreneurial Operating System) helps guide growth and efficiency.

• 36:20 – Marketing & Client Acquisition: The hardest part of MSP growth—and how Lumen 21 approaches it.

Managed Services Provider (MSP), Cybersecurity, IT Services, AI in Business, Business Strategy, Client Retention, Risk Management, EOS Framework, Cyber Insurance, Growth Strategy, Entrepreneurship, Leadership, Proactive IT, Customer Experience

Call to Action (CTA)

• Subscribe: Follow AI Savants Podcast on Spotify and wherever you get your podcasts for more conversations with IT leaders and innovators.

• Learn More: Visit https://www.aisavants.io to discover how we help MSPs grow their business.

In this episode of AI Savants, we get a masterclass from a true veteran of the IT world. Host John Rice welcomes Peter Prieto, founder of nDataStor, for a deep dive into the evolution of tech support. Peter takes us on a journey from the old-school mainframe era to today's complex cybersecurity landscape. He explains why his company made a non-negotiable shift from a reactive IT model to a proactive, security-first approach, and why your business should too.

Beyond the technology, Peter shares the secret to his success: a fanatical focus on customer service. He reveals how a unique rewards system and a commitment to hiring for "people skills" has built a team that consistently over-delivers for clients. This isn't just about fixing computers; it's about building lasting relationships and a resilient business.

Episode Highlights

• 01:30 - The Journey to MSSP: Peter shares how his company transitioned from a general IT service provider to a focused cybersecurity specialist and the challenges they faced along the way.

• 06:45 - The Unspoken Threat: He discusses the five primary threat vectors that attackers use and why most businesses are still unprepared for a cyberattack.

• 12:15 - A Strategic Approach to Pricing: Peter reveals his unique per-employee pricing model and how it aligns with a proactive, risk-based approach to client services.

• 18:20 - The Importance of People Skills: He explains why he hires for "people skills" over technical knowledge and how a robust rewards program helps retain top talent.

• 24:00 - Proactive vs. Reactive: Peter emphasizes the importance of a proactive approach to IT services and why his company has eliminated "reactive" support.

• 30:00 - The Future of the Industry: Peter shares his predictions for the next 3-5 years, the role of AI, and why every business, regardless of size, is a target for cybercrime.

Episode Tags/Keywords:

Managed Services Provider (MSP), Managed Security Services Provider (MSSP), Cybersecurity, IT Services, Business Strategy, Risk Management, Customer Service, Hiring and Retention, Proactive IT, Reactive Support, Immutable Backups, AI in Business, Cyber Insurance, Entrepreneurship, Leadership

Call to Action (CTA):

Subscribe: Follow our podcast @AI Savants Podcast for more interviews with IT leaders and innovators.

Learn More: Visit our website at https://www.aisavants.io to learn how we help IT managed service providers grow their business.

Connect with Peter: Explore Peter's mission and services at https://www.ndatastor.com/⁠.

In this powerful episode, we sit down with a true leader, John Patricio, a Marine veteran and the owner of Patricio Systems. John shares his incredible journey from serving in Desert Storm to founding a successful IT managed services company. He talks candidly about the unique challenges of scaling a business in the federal marketplace, the value of past performance, and the strategies he uses to acquire and retain top talent.

Beyond business, John opens up about his personal battle with a medical condition that led to him becoming a paraplegic. In a moment of raw inspiration, he reveals how he adopted the Marine Corps ethos of "improvise, adapt, and overcome" to not only rebuild his life but also inspire others. His upcoming nonprofit and plans to walk again using an exoskeleton are a testament to the power of the human spirit.

Episode Highlights:

• 01:30 - The Entrepreneurial Journey: John discusses his path from military service to founding Patrizio Systems and leveraging his DVBE and SDVOSB certifications to secure government contracts.

• 06:45 - The "Credit" Challenge: He shares the biggest hurdle for new federal contractors: building a track record of past performance and why it's a "catch-22" for new businesses.

• 12:15 - A Look at Business Operations: John reveals his strategies for pricing, client acquisition, and building a network of skilled contractors.

• 18:20 - The Power of AI: He shares his excitement and perspective on how emerging technologies like AI are shaping the future of the IT services industry.

• 24:00 - A Personal Story of Resilience: In a deeply personal segment, John recounts his medical battles, his moment of despair, and the powerful quote that became his guiding light.

• 30:00 - The Exoskeleton and Future Plans: Listeners get a glimpse into his future goals, including the creation of a nonprofit foundation and his plan to walk again to inspire others.

Episode Tags/Keywords:

• Managed Services Provider (MSP)

• IT Consulting

• Government Contractor

• Veteran-Owned Business

• Disabled Veteran Enterprise (DVBE)

• SDVOSB

• Small Business

• Entrepreneurship

• Business Growth

• Leadership

• Career Path

• AI Trends

• Cybersecurity

• Veteran Stories

• Inspiration

• Overcoming Adversity

• Paraplegia

• Exoskeleton

Call to Action (CTA):

• Subscribe: Follow our podcast for more interviews with IT leaders and innovators.

• Learn More: Visit our website at https://www.aisavants.io to learn how we help IT managed service providers grow their business.

• Connect with John: Explore John's mission and future projects at https://www.patricio-systems.com/.

In this engaging episode, we sit down with Paul Berndt, the founder of Net V Pro, to talk about his unique journey from military service to becoming a leader in the managed services space. Paul shares how his company has evolved over 15 years, from providing disaster recovery and backup services to becoming a full-fledged IT managed service provider with a keen focus on cybersecurity.

Paul dives deep into the major challenges facing today's MSPs, including the ever-present security threats and the complex world of liability and cyber insurance. He explains his "cloud-smart" and "AI-smart" philosophies and the importance of educating clients on why they need top-tier security. Plus, he shares his passion for mentoring the next generation of IT professionals and offers a glimpse into the future of technology, from the exponential growth of AI to revolutionary advances in computing power.

Episode Highlights:

• 01:00 - A Military to Tech Journey: Paul shares how his experience in the army led him to an electronics degree and a career-defining internship in IT.

• 03:00 - The Mentorship Ethos: He discusses his commitment to paying it forward by helping dozens of young people get their start in the IT industry through internships.

• 04:30 - The Ever-Evolving Landscape: Paul explains what it means to be "cloud-smart" and how the rise of cybersecurity threats, like the need for 24/7 monitoring, has changed the industry.

• 06:00 - The Biggest Challenges: Paul talks about the pressures of being caught between security providers and client expectations, and the need for clear financial liability.

• 07:00 - Pricing and Waivers: He reveals a powerful strategy: making clients sign a security waiver if they opt out of recommended services, a practice that highlights the critical importance of proper protection.

• 10:00 - The Future is AI-Smart: Paul shares his perspective on the next big revolution in technology and why he's excited about the future of AI in the MSP space.

• 12:00 - Beyond AI: He discusses other emerging technologies, including revolutionary advances in computing and how they could impact everything from smartphones to data centers.

Episode Tags/Keywords:

• Managed Services Provider (MSP)

• IT Services

• Cybersecurity

• Cloud Computing

• AI

• Tech Support

• Business Operations

• Entrepreneurship

• Veteran-Owned Business

• Netv Pro

• Disaster Recovery

• Client Services

• Career Advice

• Technology Trends

• IT Security

Call to Action (CTA):

• Subscribe: Follow our podcast to stay ahead of the curve in tech support and cybersecurity.

• Connect with Paul: Visit netvpro.com or find him on LinkedIn to learn more about his company and his approach to IT services.

• Learn More: Visit https://www.aisavants.io to discover how AI can increase efficiencies for your business.

To connect with John Rice and AI Savants:

• Website: https://www.aisavants.io

• Email: [email protected]

• LinkedIn: https://www.linkedin.com/in/john-rice-31329526/

To connect with Paul Berndt and Net V Pro:

• Website: https://www.netvpro.com

• LinkedIn: https://www.linkedin.com/in/securitypaul/

Are MSPs facing an existential crisis? In this episode, your host John Rice sits down with Rob Gundling, the forward-thinking President of Cloud 9 Computing Group, to explore the seismic shifts in the IT services landscape. Rob shares his journey from a Commodore 64 hobbyist to a leader in IT solutions, highlighting the crucial transition from reactive "trunk-slammers" to proactive strategic partners.

Rob provides a candid look at the biggest challenges facing managed service providers today. He shares the story of a harrowing ransomware attack that completely reshaped his company's approach to cybersecurity, making it a non-negotiable standard for every client. He also explains why the "minimum stakes" for businesses have been raised and how MSPs that fail to embrace AI and automation are in danger of being left behind. This episode is a must-listen for any MSP leader looking to transform their business from a simple help desk into an invaluable operational consultant.

Episode Highlights:

• 01:00 - The Journey to Cloud 9: Rob discusses the evolution of his business from basic site visits to a full-service MSP focused on operational consulting.

• 02:30 - The Shifting IT Landscape: He shares his perspective on why cloud technology is misunderstood and how cybersecurity has become a mandatory "table stakes" for every business, regardless of size.

• 04:00 - The Next Frontier of Automation: Rob reveals his belief that MSPs and SMBs who ignore the power of AI are already years behind the curve.

• 05:00 - A Pivotal Ransomware Experience: He recounts a formative attack from a Chinese ransomware group and how it forced his company to adopt a proactive, "prepare for an attack" mindset.

• 08:00 - A Tough Business Lesson: Rob shares a powerful story about making security non-negotiable for clients and the surprising outcome of that decision.

• 11:00 - The Process-First Approach: He explains why the buzz around AI is great for business, as it drives crucial conversations about streamlining business processes, which is where the real ROI is found.

• 13:00 - Pricing for Partnership: Rob breaks down his company's pricing strategy, explaining why they've moved away from hourly compensation to a model that encourages a true partnership with their clients.

• 16:00 - The Secret to Hiring: He reveals how his team uses personality and cognitive aptitude tests to screen potential employees and find the right "team players," not just brilliant individuals.

• 21:00 - A Look Ahead: Rob offers his final thoughts on where he sees the MSP industry heading, emphasizing that a focus on business process consulting is the key to surviving and thriving.

Episode Tags/Keywords:

• Managed Services Provider (MSP)

• IT Services

• Cybersecurity

• Business Consulting

• Ransomware

• IT Operations

• AI and Automation

• Business Growth

• Leadership

• Hiring and Retention

• Process Improvement

• Cloud Computing

Call to Action (CTA):

• Subscribe: Follow my podcast for more conversations with leaders at the forefront of the IT and cybersecurity industries.

• Learn More: Visit https://www.aisavants.io to learn how AI can help you increase efficiencies in your business.