Humberto Morales handles Regional Technology Operations for Marsh McLennan, supporting internal users across Argentina, Chile and Peru for over 15 years. He has extensive experience in managing technology solutions, with a focus on optimizing user experience. He excels in identifying and addressing the real needs of users, ensuring they have access to the right systems, hardware and networks. His skills include managing teams, understanding user behavior and guiding users to adopt new technologies like AI by overcoming their prejudices.

He helps users unlock advanced features in tools like Excel. His problem-solving approach focuses on delivering tailored solutions, ensuring that technology is both accessible and effective for the tasks at hand.

The Challenges for IT Managers

I'm 60 years old and have spent more than half my life working in technology. Over the years, IT has evolved drastically. In the early days, it was all about systems in a kind of glass box, with everything done internally. But now, with personal computers and advanced tools like Power BI and Oracle, it's all about enabling users to manage and analyze data themselves.

As an IT manager today, the biggest challenge is figuring out what tools to give users and how to implement them effectively. At the same time, we need to ensure the security of the data users are handling. It's a balancing act to empower users while protecting the business. That's how I see the current challenges for IT managers.

The Current Industry Trends

It is tough to predict trends in tech right now because everything’s moving so fast. The industry is changing in so many directions that it’s hard to pinpoint clear trends. But if I had to guess for the next year, I’d say AI is going to be a big focus. A lot of companies are implementing their own AI tools to keep their data secure internally rather than relying on public platforms like ChatGPT, where data could be exposed.

Another trend is moving to the cloud, which brings the challenge of ensuring data security. This isn’t easy to navigate because, remember, Microsoft’s attempt to create its own network with MSN in the '90s? It didn’t stick, and the internet took over. Same with Blackberry, which was huge 20 years ago, but now it’s gone. So, the key is to stay cautious and flexible with new tech and be ready for changes.

Future of Managed IT Services

We might be returning to our roots in some ways. Take communication, for example—100 years ago, we had no phones. Then phones came, and we were connecting worldwide. Now, despite the tech, hardly anyone talks face-to-face anymore. People prefer texting or responding to written questions over real conversations.

“I’m passionate about helping people use technology effectively because technology on its own doesn’t matter much, rather what people can do with it that counts”

But I believe there’s value in connecting, listening and understanding each other. Social media has changed how people, especially younger generations, communicate, and I’m not sure it’s for the better. Maybe it's just me getting older, but I think we need more direct human interaction.

As a teacher, I tell my students the same thing—we need to stay connected beyond just technology. I love tech, but I don’t believe it’s everything. That’s just my perspective.

Tips for Being Successful

The key to being successful? It’s simple—enjoy what you do. I’ve always loved my work, and that passion shows in how my team and I approach IT support. For us, it’s not just about giving the typical "Did you restart your computer?" responses. We make sure users feel heard and understood. When someone calls me saying nothing’s working, I like to keep it light, maybe joke with them, and really focus on solving their problem. It’s about creating a good experience, like going back to a restaurant not just for the food but because the staff makes you feel welcome.

A few weeks ago, we hosted a "Technology Day" for all our users, sharing tips and tools they might not have known were available. We even made it fun with games like a roulette wheel that quizzed people on tech-related questions. The idea was to help users engage with the tools they have, and it worked—they left feeling more confident and excited about using technology.

For me, the secret to success is focusing on the users, understanding their needs and, most importantly, enjoying every part of the process. That’s how we’ve built such a strong connection with our users and why our services stand out.