Frequently Asked Questions

About Me

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Terms of Service

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General

Do you hold any IT certifications

These are my current IT and cybersecurity certifications.

  • CSAP (CompTIA Security Analytics Professional ):  is a stack-able certification that signifies that I have both the CySA+ & Security+ certifications.
  • *CySA+ (CompTIA Cybersecurity Analyst):  is a certification for cyber professionals tasked with incident detection, prevention & response through continuous security monitoring.
  • *Security+ (CompTIA Security+): is a global certification that validates the baseline skills necessary to perform core security functions.
  • ITILv4 (Information Technology Infrastructure Library):  is a set of practices & a framework for IT activities such as IT service management & IT asset management that focus on aligning IT services with the needs of the business.
  • ACSP (Apple Certified Support Professional):The Apple Certified Support Professional (ACSP) certification is designed for help desk professionals, technical coordinators, & power users who support macOS users, manage networks, or provide macOS technical support.

*CompTIA CySA+ & Security+ are compliant with ISO 17024 standards & approved by the U.S. DoD to meet Directive 8140.03M requirements.

Are prices tax inclusive?

No. All invoices will include MI sales tax for goods and services of 6%.

What are your payment terms?
  • IT Power Hour: Sessions are secured by upfront payments to confirm the time.
  • Additional or Ongoing Services: Require a deposit or retainer, depending on the service. Deposits & retainers are non-refundable.
  • All hourly services are subject to the first hour paid in advance.
  • I do not accept checks. In the event of an exception, no work will commence until the check has cleared & passed all security checks by the bank.
  • Payments can be made by credit card, debit, or wire transfer.
  • Invoices are due upon receipt. Invoices are considered overdue after 3 days of non payment & no other arrangements have been made. After 3 days a 10% late fee is applied. After 5 days an additional 10% is applied.
What is your cancellation or refund policy?

I strive for 100% customer satisfaction & will do everything my power to achieve that. In the rare event that we cannot come to satisfactory terms:

  • IT Coaching Cancellations: Must be made at least 24 hours before the scheduled time. A $25 cancellation fee applies.  You may, however, reschedule at the next available time at no charge.
  • Refunds: Requests based on dissatisfaction are handled on a case-by-case basis, which may result in a full refund, partial refund, or no refund depending on the circumstances.
  • In the event of a refund of any amount you are prohibited from using any work that I have done for you whether complete or partial.
What is your privacy policy?

I collect only the data necessary to create a client account, facilitate the use of our services, and for billing purposes. I do not share your information with third parties except as required to process payments or as mandated by law.

Here are links to the privacy policies and terms of services of the 3rd party services used to provide services.

Are you just outsourcing to cheaper labor countries?

No. I am an American citizen. I am located, live in, & operate in the United States of America, & English is my first language.

You will always work directly with the IT specialist who is handling your issue or task.

Team Coaching

How does team coaching work?

I start by assessing your team’s needs, size, and the specific technologies or workflows requiring focus. Based on this, I create a custom coaching plan tailored to address your unique challenges and goals.

Here’s how the process typically works:

  • Initial Planning: We identify areas of concern and craft a curriculum to address them.
  • Pilot Session: For larger teams, I begin with a small group—ideally leaders or managers—so we can gather feedback and fine-tune the training if needed. This session is covered by the initial deposit at no extra cost.
  • Team Rollout: For larger groups, the training is delivered in smaller sessions (up to 25 participants per session). This ensures everyone gets the attention and support they need.
  • Flexibility: If your team has different requirements, I’m happy to discuss and adjust the approach.

The goal is to deliver practical, impactful training that empowers your team while ensuring a smooth implementation.

How are the coaching sessions delivered?

AI Coaching for TeamsI use Zoho interactive meeting tools to deliver interactive and secure coaching sessions designed to empower your team. My coaching goes beyond standard learning by providing a dynamic and engaging environment with industry-leading tools to ensure a seamless experience. Here's what sets my coaching apart:

Effortless Material Sharing

Prepare your team for success with well-organized resources:

  • Upload and share essential coaching materials like resource PDFs before the webinar, so your team can focus on learning during the session.
  • I provide additional resources in real-time to keep everyone on the same page.

Interactive Engagement Tools

I believe coaching is most effective when it's interactive and inclusive. My sessions are packed with tools to ensure every attendee stays engaged:

  • Live Polls: Gather real-time feedback and insights to make the coaching relevant and impactful.
  • Q&A Sessions: Address specific questions as they arise, ensuring clarity and understanding.
  • Questions are encouraged: Let attendees actively participate a, address concerns and discuss ideas during the coaching.
  • Raise Hand: Enable silent communication, allowing attendees to alert me for assistance without interrupting the flow.

Security

Your team’s privacy and data security are my top priorities:

  • Zoho Webinars use SSL/128-bit AES encryption protocols for all audio and video transmissions, ensuring your coaching is protected by industry-standard security practices.
Do you offer 1:1 technology coaching?

Yes, I offer personalized 1:1 technology coaching to help you master tools and workflows tailored to your needs. For more details, visit our AI Training page to see how I can help, check my availability, and schedule a one on one coaching. 

You can also bring a friend at no additional charge.

You can add their email when you schedule your time and they will get the same confirmation and reminders that you do. 

For groups of 3 or more the base rate is the same + $50 per additional seat. 

For larger teams or other custom needs contact me, or give me a call at 1-504-264-2248, weekdays 9AM-5PM EST

Support

What technologies do you support?

I support a wide range of technologies and tools, including:

  • Devices: Laptops, desktops, tablets, phones, Windows, Linux, and more.  With over a decade of experience, I’ve resolved PC, Windows, and the occasional Mac issues for organizations of all sizes.
  • Applications: From installed software to web apps and business tools, I’m highly experienced in common and specialized applications, ensuring seamless functionality for your team.
  • AI and LLM Expertise: I have extensive skills and experience with AI tools and large language models (LLMs), including ChatGPT, Perplexity, ClaudeAI, Gemini, Copilot, and NotebookLM. I’m also proficient with specialty tools like Gamma and local LLMs such as Llama, Orca, and Mistral, using clients like GPT4All, Pinokio, Verba, and ChatRTX.
  • Hardware: If it plugs into the wall or connects to the internet, I’ve likely fixed it. Whether you’re in the office, working from home, or on the road, I’m here to help.
  • Enterprise Technologies: I have hands-on experience with systems like Active Directory, OKTA, CyberArk, Cisco Meraki, Aruba, VPNs, Citrix Desktops, Avaya phones, LANs, Zscaler, Office 365, and more.

I've also run my own search engine, have quite the lab set up where I experiment with everything from running network honeypots for kicks and googles, to crypto mining just to see how it works.

Whatever your technology needs—from everyday IT issues to advanced AI tools—I’ve got you covered!

What are your support hours?

Support hours follow traditional U.S. business hours,  Monday through Friday, 9 AM to 5 PM EST.  If you need support outside these hours, let’s discuss your specific needs—I'm happy to explore flexible options!

How is support delivered?

I deliver comprehensive support with features designed to meet your needs, especially for long-term engagements:

  • First Call Resolution: Resolving your issues quickly and efficiently is always our top priority.
  • Multiple Contact Options: Support is available via phone, email, or video for flexibility and convenience.
  • Advanced Tools: Remote assistance, screen sharing, and all the bells and whistles to address your IT challenges effectively.
  • Admin Portal: For long-term engagements, you’ll have access to an admin portal to track key metrics and stay informed about your team’s support needs and progress.
How does your hourly rate work?


My standard rate for handling, troubleshooting & fixing issues is $125 (plus applicable sales tax) per hour. It covers any issue resolved within that time whether it takes 5 minutes or 59 minutes.

This flat rate for up to an hour pricing is based on the expansive (and expensive)  skills, years of experience, knowledge, & education that I've gained over years to resolve technology & small business issues efficiently.

The first hour is always billed in advance. If more than 2 hours are needed, or you'd like to keep me on call for any future issues, a support package is recommended. 

For ongoing support packages where discounted blocks of time are billed in advance,  time is tracked in 15 min increments & clients can log into their portal to keep up with their account along with many other custom features.

Are you available for long term support?

Of course. I offer flexible long-term support arrangements, including 30, 60, and 90-day plans, or full-time support for the year.

Rates are tailored to your team size and expected call volume.

All technologies within my expertise are fully supported—no hidden fees or extra charges for services or knowledge.

What is your support philosphy?

Be Nice

Technology can be extremely frustrating. When assisting others patience & respect should be the standard, not the exception. If you can’t deliver that you shouldn’t be in this business.

Responsible Metrics

Numbers matter, but chasing them alone creates dissatisfaction, waste, & inefficiency. I believe in achieving great results without sacrificing everything else.

Exceed Expectations

Many successful years in the service industry taught me that exceptional service doesn’t require extra effort, just the right attitude. I’ve always been committed to delivering more than expected.

Consulting

How does remote work consulting work?

Remote work consulting helps organizations transition to remote or hybrid work environments by addressing technology, logistics, communication, engagement, and cultural challenges. The goal is to equip your team with the tools and strategies they need to thrive in a remote setting.

Here’s how it works:

  • Initial Assessment: We begin with a phone call to understand your company’s needs, team size, timeline, and goals. Once we confirm that I can help you achieve your objectives, we’ll get started.
  • Commitment: Consulting typically requires a minimum 30-day commitment and can extend up to a year based on your needs.
  • Hands-On Approach: I provide practical, hands-on consulting that often includes remote skills training for your teams. This training helps cut support costs by improving digital literacy, enabling your team to handle common Level 1 support issues independently, as well as navigate the unique responsibilities of working remotely.
  • For more details on remote work skills training, visit our training page.

Costs & Scheduling:

  • Remote work consulting generally starts at $2,500 per month for smaller teams, with rates varying based on team size, timeline, the scope of my involvement, training sessions, and other factors.
  • A $1,000 deposit is required to get started and secure your spot on my calendar.
  • Consulting follows my standard business hours, Monday–Friday, 9 AM to 5 PM, but I can adjust to fit specific needs or meet tight deadlines.

For more details on remote work skills training, visit remotedesk.one/remote-work-consulting/ 

 

Do you do any other types of consulting?

Yes, I primarily focus on IT and technology-related consulting. Let’s have a conversation to see if I’m the right fit for your specific needs!

Give me a call at 1-504-264-2248, weekdays 9AM-5PM EST

  • "... the consummate professional. In my time...as Harold’s lead, I saw someone who excelled...and rose quickly from a level 1 into one of our more specialized, high profile queues. He was one of a select few I could trust with any task..."

    Jason Carrier - Team Lead, GalaxE Solutions