Neil Cousin, Services Manager

  1. How did you arrive at Spade? I have spent 20+ years working in various IT support roles in a variety of industries (including retail, healthcare, manufacturing, pharmaceuticals, and logistics)
  1. What’s the best thing about working at Spade? The people, everybody has been very helpful and welcoming to me and always wanting to help our clients resolve their problems.
  1. What’s the one problem you are best at solving for your clients? What do your ideal clients say about you? Being a liaison between IT department and non-technical users and articulating the messages in both directions.  I am able to get my clients needs and take ownership for promptly getting their tickets resolved
  1. What are you most passionate about professionally?  What most excites you about the work and the contribution you can make. I enjoy facilitating or resolving people’s problems so that they can get back to doing what they do best and not deal with any technology issues any longer than is necessary.
  1. What are you passionate about personally? What do you really enjoy? What can’t you stop talking about?  I enjoy time with my wife and 2 boys and their many different activities/sports.  I enjoy watching sports and rooting for the teams I grew up with in Cleveland, in addition to the Bruins and Patriots.
  1. What’s an accomplishment your most proud of? I have played chess since I was a small child and recently was finally able to get my chess rating over 2000 and officially earn the title of ‘chess expert’.
  1. Can you think of a story that shows off why you enjoy working at Spade? This is only week 3 at Spade but everybody is extremely positive, hardworking and helpful when I ask questions or our clientsneed assistance
  1. Do you have a favorite story about one of your clients? Getting hired into a very new IT support organization supporting over 1000 users and taking it from that chaotic state with little documentation and process and transforming it into a service desk where over75% of the tickets were resolved on the first call and all of our customer service metrics were through the roof.
  1. Where can we find you when your not working? Doing something with my wife related to our 2 boys, taking them to an activity, event, game or Cub Scout meeting.