Metronet Helpdesk
Information Technology Legacy
When Kevin Levent purchased Metro Brokers in the late nineties, he needed a tech support structure to maintain hardware and servers for the company. Being one of the first brokers to create company email for agents, the first version of the helpdesk was focused on servers, networking, email, and hardware support for staff PC's and remote office PC's (commonly called the bullpen). Don Greenwood led a three-man staff to ensure computers were functioning, and servers were online.
In 2005, an agent support level helpdesk was needed due to the growing applications toolkit offered by Metro Brokers. Eddie Krebs was brought in as a consultant to help form the first agent support desk for technology. Using the Broker Support helpdesk blueprint, Eddie added a few staff members to the current IT roster. Eric Langley, a manager in the communications center, and Marci Campbell, a training administrator for the Academy, were brought in as the first IT Helpdesk technicians. Don Greenwood remained in the IT department to oversee the field operations and server support while Eddie focused on the new helpdesk and software dev teams. Once the helpdesk was established, Don Greenwood managed the operations of the helpdesk and field operations, our tactical side, while Eddie focused on training and development, our strategic side.
When Don left in 2008, Eric assumed the role of IT Manager. At this time, IT had grown to a five-person support desk (hardware and software), a full-time tech instructor, and three software developers. After the retirement of Gary Hughes, lead trainer, Eddie and Eric split the training roles left vacant.
In 2015, Eddie founded Brytcore, a lead management company for real estate transactions. Kevin handed the IT department over to Eric in the first quarter of 2016, merging tactical and strategic into one department head. By the end of 2016, Eric reestablished Tech Orientation, a needed asset for new realtors to learn not just the technology of Metro Brokers, but the culture of a Metro Brokers technology. Since taking over, Eric has managed the deployment of many software/hardware solutions to continue the growth of Metro Brokers, including the launch of 18 unique software solutions in 2019.
IT led the way during the COVID crisis, deploying systems to allow the 150+ staff to work from home, issuing remote hardware, supporting VPN connections, and keeping all server assets secure. Tools like Open House Pool were modified for realtors to have a virtual experience so they could truly work from home during lockdowns. Metro Brokers Tech Support will continue to secure company assets, performing patches late into the night like Santa. The team will maintain their reputation as THE BEST SUPPORT in 2024 (outperforming Broker Support) and will continue their rock star status during training sessions and office meetings.
Finally, the theme for the IT department in 2024 will be "Bring Them Home". It is time we engage the agents and bring them back into the offices. We will do so with more announced office visits, more training in the remote offices, and MetroNet challenges to truly engage the agent population.
The Voice
If Eric is the face of Metro Brokers IT, Paul Ancona is the VOICE. His journey started in the communications center. It was a temporary job while Paul was at Gwinnett Tech, working on studies in media and broadcasting. During a summer break, Paul began assisting Metro Brokers Academy in classroom prep, enrollments, and agent on-boarding.
A lesson for all of us larger men, when you are big and strong, you will find yourself lifting... a lot. This led Paul to assist Michelle Miller at the supply store. Bad times in real estate led to the next jump. Paul managed multiple properties for his mentor, Mr Yount. Mr Ancona was now a licensed realtor and managed hundreds of properties for both Metro Brokers and large banks.
Knowing Paul was originally pursuing media/broadcasting, Eric requested Paul move to the IT Helpdesk. Paul quickly learned the ins and outs of IT hardware/software/agent support and took initiative to become lead trainer for the IT department and IT Manager. Both he and Eric are now favorites on the speaker’s bureau. Having 19 years at Metro Brokers, and 9 years of IT support under his belt, Paul now managed both the classes provided by the IT department as well as the day-to-day operations of the IT Helpdesk.
The Crew
One cannot have the best staff, without having an agile versatile department. The current staff define those words and beyond. The staff are asked to work late nights to manage server projects, all hands-on deck. Early morning running cables in new offices, so we aren’t in the way of the general contractors or company engineer Mitch Werner... we do it. If critical infrastructure does not work after normal business hours or weekends, the techs are deployed.
Jose Lopez is the longest tenured desk tech. He joined Metro Brokers in 2014 and moved from communications to IT in 2016. Jose is a Navy veteran and is lead tech on all office builds. While with Metro Brokers Tech Support, Jose has plan, installed, and terminated over 20 miles of cables throughout each new Metrobrokers office builds.
Daphne Mungin joined the IT team after graduating with a tech degree. Her original post, the Academy, was upset to lose her due to her determined work ethic, but Terry Young allowed the move and Daphne has met and exceeded all expectations. Workflows and databases are becoming her IT niche.
Ephraim Deary joined the same week as Papa. Ephraim possesses a personable presence which makes him an agent-favorite for one-on-one appointments with IT. He is known to be thorough and will not abandon an agent in need. When Moxi was deployed by IT and Marketing, Ephraim discovered ways to migrate tough databases into Moxi, such as Top Producer and Dotloop. He currently spends time with Papa learning sys-admin duties.
Papa Samb joined Metro Brokers Tech Support one month before COVID. With the current footprint of roughly 30 servers across three facilities, a full time sys-admin was needed to maintain internal products and external connections. Papa is the first one in every morning, ensuring all systems are operational, and works at least one night each week patching servers.
Contact US
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tech.support@metrobrokers.com
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404-236-1200
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