Alex Fayn founded S-NET Communications in 2006 with the mission to provide companies large and small with quality customer service and cutting-edge cloud communication solutions. He is a problem-solver at heart, loves being the hero and has grown S-NET into a thriving business. Read on to learn more about Alex, his vision for the company and what the recent acquisition of Strategic Telecommunications means to him.
Eugene Likhovid and I founded S-NET in 2006. We both had extensive experience in IT working for companies such as McDonalds and Pepsi, but throughout the years we grew very frustrated with the terrible customer service large telecommunications companies were providing us. To them, their clients were just numbers on a spreadsheet. We wanted to start a company that would do things differently, one that cares about its clients as people. We wanted to provide not only cutting-edge technology, but also the support people and teams need to utilize that technology successfully. This continues to be our mission at S-NET today.
I always loved technology. I started building computers for my games when I was 8 years old. Back then I was using Z80 processors and games came on cassette tapes. Fun times. Since then a lot has changed, but my love of technology and excitement for innovations in the field has only gotten stronger. Over time I also became quite fascinated with the business and customer service side of technology, so leading a managed tech services company came as a natural fit.
My lifelong love of technology led me to earn a bachelor’s degree in Business Administration with an emphasis on Technology, and a suite of IT certifications such as CISSP, CCVP and CCIE. I had a variety of leadership roles in IT for companies such as McDonalds, Capgemini Consulting and GlobalCom. All these positions were important milestones in my career. But I always felt constrained by corporate regulations and the extremely slow pace at which things move forward at giants. My team knows that I thrive in a fast-paced environment and I have a passion for building things, so I started my own business in order to serve clients and launch new initiatives without all the red tape.
I am in charge of the day-to-day operations and long-term vision for the company. I am involved in everything from Sales and Marketing to Strategic Customer Management to ensure our clients get the most out of their technology.
One of my main goals is to build a great team that collaborates well; I think that’s what moves a company forward. I always ensure that we hire professionals who are a great fit for our tight-knit culture and who are responsible self-starters passionate about their work. We also look for people with collaborative personalities, as well as with the necessary patience to offer help and great support to our clients, especially those that are less tech-savvy. I have zero tolerance for bullying, discrimination or bigotry on my team and I think that this inclusive, diverse environment helps bring out the best in people.
For a CEO, I interact a lot with clients, especially in cases of complicated tech issues and escalations. Our team always goes above and beyond to solve issues and escalate with our clients’ different vendors and service providers when needed. Empowering companies with our services and ensuring they are getting the customer service they deserve is our main mission, so I always make sure to prioritize customers, no matter how busy I get.
Happy clients, of course. There is nothing better than getting positive feedback from a client on how well my team did. Technology can go a long way in solving problems, improving company processes and boosting success, so seeing that my team delivered a great solution and dramatically improved a client’s every day operations makes me tremendously proud.
I am a problem solver at heart, so I love finding solutions to tough issues and I love giving people the tools they need to be successful and solve problems themselves. It feels good to be the hero. So my mind never quite stops scouting possible solutions, it just puts things on the backburner for a while. I wake up at 5am quite energized, thinking about work and all the exciting things I need to accomplish that day. I think I even dream about work most of the time.
Finding more time in the day is the toughest. I wish there were more hours in the day to accomplish everything I set my mind to. The other challenge for any business owner is finding the right people to build a solid team.
A few years ago we participated in a charity event and helped sponsor a new basketball field for people with intellectual disabilities. Handing over that field to them was priceless!
Another very transformative project we took on was migrating S-NET to SharePoint Online and creating a customized system of portals that streamline our operations from Sales and Customer Onboarding to Installations and Client Support. We knew that in order to keep up with our growth, we would have to become much more efficient, and SharePoint helped us accomplish that. It also made it possible for us to provide our customers with better, faster, less expensive service. We decided to launch a SharePoint migration and customization service to our clients as well because we saw what it can do for a business.
I am very proud of where we are right now. We started with just one client. Now we have a great group of over 500 clients, a growing team of experts and a more efficient organization than we have ever had before.
We moved to a larger location 6 years ago because our team was growing so fast, and we opened our second office in Manila 5 years ago to expand and improve our customer support. Those were very important milestones for us. Acquiring Strategic Telecommunications in May will also be remembered as an important moment in our company’s history.
Acquiring Strategic Telecommunications gives us an opportunity to provide more companies with a great voice solution for their businesses. These new clients have gone through many changes to their service in the past few years, and they need a stable company that can offer them reliable, quality technology and caring customer support. That’s what we are here to provide. So far, all of our new clients are excited about the transition to a local carrier with a strong technology offering. We are planning to migrate them to our Cloud PBX in the next 60 days.
In the past 10 years, I have definitely become a more patient person. (Laughs.) I have become a better listener and more attentive to people on my team.
My management skills have definitely evolved as well. Leading a growing company with a small team and limited resources has taught me how to motivate people to move mountains even when it doesn’t seem possible.
I am always excited about the evolution of our services and expanding on our product portfolio. For example, right now we are in the process of upgrading our clients to the new edition of our cloud phone system that comes with more reliability on the server side, a completely redesigned desktop application and a host of new features on the mobile app. It’s a truly user-friendly edition meant to simplify communications and every-day tasks for our clients.
I try to spend as much time as possible with my family. I love playing with my 3 boys. I also like to spend time outdoors clay and skeet shooting, skiing and fishing. But when the weather doesn’t cooperate, I usually go to the gym.