In this compact midweek episode, Uncle Marv opens by explaining his upcoming client office move in Tampa, which involves coordinating with cable providers, moving copiers, handling door access systems, and managing ISP cutover with limited preparation time.

He then covers significant industry news from the recent Kaseya Connect 2025 conference, including the release of Kaseya 365 Ops platform, a new SIEM solution, and notably, free Datto backup hardware with three-year commitments. Additional news highlights ESET's integration with Kaseya VSA X, Huntress's enhanced identity threat protection that has already protected over 1.8 million identities, and Synchro's new XMM platform that consolidates RMM, PSA, and Microsoft 365 management.

The episode's main focus is a candid exploration of why IT business "isn't supposed to be easy," illustrated through three recent conversations. Uncle Marv recounts discussions with a junior MSP owner expecting to immediately charge premium rates without building value, an industry veteran struggling to adapt to cloud-based solutions and remote work realities, and a larger MSP facing inventory and distribution challenges. Throughout these stories, Uncle Marv emphasizes that different business stages bring different problems, and there are no magical solutions or easy buttons in IT service delivery.

The show concludes with humorous Florida news stories about a man attempting a break-in while completely naked and a woman arrested for selling human bones through her curiosity shop.

Companies, Products, and Books Mentioned:

• Kaseya, kaseya.com
• Datto, datto.com
• ESET, eset.com
• Huntress, huntress.com
• Syncro: https://syncromsp.com/
• TD SYNNEX, tdsynnex.com
• Ingram Micro, ingrammicro.com
• D&H, dandh.com
• Giant Rocket Ship, giantrocketship.com
• NSITSP (National Society of IT Service Providers), nsitsp.org

Florida Man:

• Naked Florida Man Caught Breaking into Woman's Home: https://tinyurl.com/26yrtbeb
• Florida Woman Arrested for Selling Human Bones: https://tinyurl.com/523ck5ny

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/
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• Production Gear Partner, Liongard: https://www.itbusinesspodcast.com/liongard
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=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

Uncle Marv sits down with Steve Kazan, founder and CEO of Inner Onion and current president of NSITSP. Steve shares his unique perspective on helping international tech companies break into the U.S. market and offers a wealth of wisdom for managed service providers (MSPs) looking to stand out and grow. Drawing on two decades of experience across sectors like cybersecurity, SaaS, AI, and IoT, Steve discusses the importance of strategic planning, building trust, and adapting to the fast-paced world of technology.

Listeners will hear Steve’s take on why so many international companies struggle to gain traction in the U.S.-and what separates the winners from those who fade away. He stresses the need for thorough planning, strong branding, and understanding U.S. business culture, especially for newcomers. The conversation also highlights the critical role of relationships, the challenges of staff turnover, and why a long-term mindset is essential for both vendors and MSPs.

Steve also opens up about his work with NSITSP, the push for greater professionalism in the IT industry, and the urgent issues facing MSPs, including state tax threats and cybersecurity funding cuts. He encourages MSPs to adopt codes of ethics, get involved in advocacy, and leverage the power of community to raise the bar for the entire industry.

List of Companies, Products, and Books Mentioned

• Inner Onion LLC: https://www.inneronion.com/
• NSITSP (National Society of IT Service Providers): https://nsitsp.org/
• CISA (Cybersecurity and Infrastructure Security Agency): https://www.cisa.gov/

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/

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=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast

Keith Nelson reveals how a relentless focus on customer service and measurable business outcomes has powered his 26-year streak of zero downtime at Vistem Solutions. His passion for advocacy—both for special needs communities and for MSPs navigating new regulations—offers listeners a blueprint for building resilient, high-impact IT businesses. This episode is packed with practical wisdom for anyone looking to stand out in the crowded MSP landscape.

Keith Nelson’s IT Journey and Vistem Solutions: Keith shares how he built Vistem Solutions into a leading MSP, supporting critical infrastructure like the LA/Long Beach shipping port with 26 years of uninterrupted service. He explains the importance of aligning technology with business outcomes and how this approach drives client loyalty.

Customer Service as a Differentiator: Keith argues that technical skills are secondary to customer service in the MSP space. He prefers hiring people with strong interpersonal skills and training them on technical aspects, believing that relationships and service quality are the real keys to success.

Special Needs Advocacy and Community Impact: Drawing from personal experience as a parent and coach, Keith describes his work in special needs advocacy, including founding sports programs and workforce initiatives. He connects these efforts to broader business values like dignity, inclusion, and measurable results.

Legislation, Compliance, and the Role of NSITSP: Keith discusses the inevitability of regulation in the IT industry and stresses the importance of MSPs having a seat at the table. He shares his experiences advising on policy, the dangers of over-legislation, and practical steps for MSPs to get involved locally.

Avoiding Commoditization in IT Services: Keith warns against the “race to the bottom” in pricing and commoditization. He encourages MSPs to focus on value, relationships, and unique expertise to avoid being squeezed out by larger competitors.

=== SPONSORS

• Premier Partner, NetAlly: https://www.itbusinesspodcast.com/netally/

=== MUSIC LICENSE CERTIFICATE

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• License Date: January 1st, 2024
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Time-Stamped Chapters (TEST)

• 0:11 – Introduction & Guest Welcome: Keith Nelson of Vistam Solutions
• 1:28 – Vistam Solutions: Automation & Port Projects
• 2:04 – 26 Years of 100% Uptime at LA/Long Beach Ports
• 3:08 – Keith’s Background: Caltech, Oracle, and Business Alignment
• 4:39 – Becoming an MSP: From Big Projects to Sticky Clients
• 6:02 – East vs. West Coast Mindset & Blue Collar Appreciation
• 7:34 – Special Needs Advocacy & Coaching Champions
• 10:11 – Balancing Family, Business, and Community
• 11:26 – Customer Service: The Key to MSP Growth
• 12:27 – NSITSP, Legislation, and Compliance Challenges
• 15:44 – Raising Professionalism & Training in IT
• 17:04 – Avoiding Commoditization in the MSP Industry
• 18:32 – NSITSP’s Legislative Work & Industry Representation
• 19:36 – How MSPs Can Get Involved Locally
• 22:01 – Closing Thoughts & How to Connect with Keith Nelson

=== Show Information

• Website: https://www.itbusinesspodcast.com/
• Host: Marvin Bee
• Uncle Marv’s Amazon Store: https://amzn.to/3EiyKoZ
• Become a monthly supporter: https://ko-fi.com/itbusinesspodcast