Q: What inspired you to start ACT? Tell me about the beginnings of the company.
Frank: “It all started in college with me building computers for my gamer friends. Then, I began doing it for small businesses—helping them set up networks, reviewing their business processes, and creating technology plans. Many companies didn’t have IT support and needed the right solutions. I was able to develop the company with a focus on helping small businesses.”
Q: What were some of the biggest challenges you faced in the early days of ACT, and how did you overcome them?
Frank: “In the beginning, you have to be humble and do everything—from taking out the garbage to helpdesk work and onsite support. You have to do it all with a smile on your face, and emotionally handle the ups and downs. You might have a bad day with one client, but you need to start fresh with the next. Back then, we didn’t have multiple departments; it was just a handful of us. Rolling up your sleeves and doing what needs to be done is key.”
Q: Can you share an early moment that made you realize ACT’s potential for success and motivated you to continue?
Frank: “There was this one client 25 years ago that no one wanted to deal with. Different IT people had worked for him over the years, but they kept quitting because he was difficult. I made him my challenge. I wasn’t focused on the revenue as much as the learning opportunity; I invested a lot of time in learning his system and building trust. Eventually, he treated me like an equal and started referring new business to me. That’s when I knew ACT was onto something.”
Q: How has running ACT influenced your personal life and growth? What personal accomplishments are you most proud of?
Frank: “I’ve never had a real resume, but I go on ‘interviews’ all the time. Every time we take on a new client, it’s like a job interview. Personally, leading ACT has influenced a lot of aspects of my life outside of work. Coaching my kids’ soccer and baseball teams is just like leading the company—motivating the kids is like motivating my employees.”
Q: What are some things most people don’t know about MSPs?
Frank: “Most people don’t even know what an MSP is. They think, ‘My computer is broken, and I want someone to fix it.’ But an MSP handles so much more—often at a fraction of the cost of hiring an in-house team. The real benefit of using an MSP is having a whole team of experts supporting your business.”
Q: The IT industry has evolved dramatically. How has ACT adapted to these changes, and how do you stay ahead of trends?
Frank: “When we started, Windows 95 was just coming out, and most businesses were still using older systems like DOS and Windows 3.1. We’ve transitioned from a break-fix model to managed services, focusing on proactive support. Getting clients to understand the value of monitoring and preventive IT has been a key shift in our growth.”
Q: In your opinion, what sets ACT apart from other managed IT service providers?
Frank: “We are a service-first organization. We make sure we are at the cutting edge of technology, from managed support to cybersecurity. Our security stack has evolved multiple times over the years to stay ahead of threats. Constantly adapting and improving our tools is what makes us stronger.”
Q: How has innovation driven ACT’s growth? Can you give specific examples?
Frank: “Initially, it was the cloud. Now, AI is making its mark. We’re seeing AI automation being integrated into MSPs’ operations, helping us bring more awareness of new technologies and their benefits to clients. Staying on the cutting edge gives us an edge in the marketplace.”
Q: How has the team at ACT evolved over the years?
Frank: “It started with just me, but over time, we’ve found key people who were the right fit for our business. Many of the team members who joined in the early years are still with us today. We’ve provided clear career paths for our employees, and that’s something I’m most proud of.
Q: How does ACT engage with the community and industry beyond providing services?
Frank: “We’re involved in breast cancer awareness events and raise funds for metastatic breast cancer research. We also support autism awareness and sponsor a ride for autism event that benefits schools we work with. We believe in giving back to the community, and our team comes together for these great causes.”
Q: What is the biggest lesson you’ve learned in your 25 years at ACT?
Frank: “The biggest lesson is to always put service first. If you focus on supporting your clients and put financials second, it pays off in the long run. Whatever it takes to get the client up and running, we do it. This mindset is something we emphasize in our onboarding and team meetings.”
Q: You’ve maintained long-term relationships with many clients. What’s the key to fostering such loyalty and trust?
Frank: “It comes down to our core values—teamwork, clarity, discipline, and methodical problem-solving. We build relationships on those values. Many of our clients have been with us for 20 years, and as they’ve grown, we’ve grown with them. Their success is our success.”
Q: Can you share some client success stories or achievements you’re most proud of?
Frank: “One of our most rewarding experiences has been working with schools for autism. We’ve watched them grow from renting a few classrooms to building their own campuses across multiple towns. They’ve even expanded their programs to support individuals beyond the age of 18, helping them transition into the workforce. Being part of that growth in the education sector is something we’re incredibly proud of.
Similarly, in the healthcare industry, we’ve played a critical role in keeping organizations running, especially during challenging times. During COVID, we ensured doctors could continue seeing patients remotely, and someone remarked that we were on the front lines. That comment really solidified the importance of our work.
Hurricane Sandy was another pivotal moment. One of our clients, a doctor’s office, lost power on a Friday and was told it could be out for weeks. They feared going out of business. Our team went onsite during the storm and had their systems back online within 24 hours. By Monday, they were treating patients again. Moments like these, whether in healthcare or education, remind us of the impact we make by keeping critical services operational.”
Q: What are some fun facts or trivia about ACT?
Frank: “ACT started in a coat closet! I rented a tiny office space that was basically a closet. When I was thinking of a name, I wanted something that started with ‘A’ so we’d appear at the top of the phone book. That’s how Advanced Computer Technologies was born.”