Employee Spotlight: Enmanuel Lee – IT Service Delivery Coordinator & Technical Dispatcher
What is your position and role at Decision Digital?
“In my role, I respond to client requests for assistance across multiple channels, including phone, web, and email. As a Technical Dispatcher, I’m the first point of contact, working hard to make sure our clients’ needs are handled promptly. As IT Service Delivery Coordinator, I manage the flow of requests, tracking them to ensure we meet our service level agreements on time.”
What are some key skills and expert knowledge you have?
“What really makes me effective in my role is my deep understanding of ConnectWise and the ticket flow process, which I’ve gained here at Decision Digital. I’m a former Chattahoochee Technical College student and currently attend Kennesaw State University. I also hold certifications from CompTIA and Microsoft, which have really helped me grow my knowledge in the tech field.”
What are some particular achievements or contributions you have made at Decision Digital?
“One of my biggest contributions here is understanding and amplifying our clients’ voices when they have technical needs. I like to think of myself as the bridge between our clients and our engineers, making sure everyone stays on the same page and issues get resolved quickly.”
Which personal qualities or interests do you believe set you apart and make you unique?
“If you know me, you know I’m pretty friendly and welcoming—traits I’m proud to bring from my homeland, the Dominican Republic! I’m a huge Back to the Future fan, and I spend my free time gaming (though I’m on the lookout for a new hobby!).”
Do you have any specific goals for your career?
“I see myself growing here at Decision Digital, and I’d love to eventually join the technical team, where I can use my experience and skills to help our clients even more and take on more direct hands-on technical responsibilities.”
Favorite movie quote: “Your future hasn’t been written yet. No one’s has. Your future is whatever you make it. So make it a good one.” – Back to the Future Part III (1990)
About Decision Digital:
Decision Digital stands out as a cloud-focused, accomplished firm excelling in modern networking, Managed IT Services, and ConnectWise consulting. Headquartered in Atlanta, GA, our company supports a global clientele with tailored managed information technology solutions that encompass on-site networks, Azure cloud deployments and optimization, cybersecurity, AI, and data mining. Our consultancy services foster operational improvements within peer MSPs by enhancing business processes, workflow efficiency, and proficiency in ConnectWise.
We have become more than just a Managed IT firm. Today, we are an acclaimed influencer in the tech community, providing guidance to peer Managed Services Providers (MSPs) to enhance and optimize their ConnectWise experience. Our recognition as the only multi-year ConnectWise Wise Award recipient reflects our commitment to assisting numerous IT and technology providers eager to improve their businesses with the latest operational strategies, tactics, and automation that produce measurable results.