Voice of Business Blog

Guest post from Greater Rochester Chamber member Lani Ward, IT Insights of Rochester

How two decades of hands-on IT experience shaped a natural move into account management, and what that means for the businesses she continues to serve.

A Career Built from the Ground Up

Amy Nowakowski isn't the typical account manager you'd expect to find in the technology industry. Instead of coming up through sales, she spent more than two decades working directly with technology as a hands-on technician: earning certifications, supporting clients, and solving problems.

Her path into tech started at BOCES. She earned a scholarship, completed an associate's degree, and went on to finish a bachelor's degree at SUNY Fredonia. She spent seven years there as a Macintosh specialist, earning Apple and JAMF certifications, and building the technical foundation that would shape her career.

She later stepped away from work to raise her children. She returned to the field in 2019, and in 2024 a former colleague reached out about an opening at IT Insights of Rochester, and she took it. She liked the team, and the size of the company was small enough that everyone knows the clients well. She joined as a technician, and moving into account management felt like the natural next step as a formal recognition of the client-first instincts, relationships, and trust she'd already earned with them over years of hands-on support.

"I enjoy working in an industry that rapidly evolves, challenges me to always be learning, and allows me to partner with others to help them solve problems and thrive in their roles," she says. "Tech is a great fit for me."

Time spent inside their systems meant her clients already knew her. They'd already seen her work, watched her follow through, and come to rely on her judgment. She already has the confidence of her clients, which is exactly what makes her so effective in the role today.

Her Client Focused Approach

What sets Amy apart in this role is that she already knows what's behind the wall. She's worked inside the systems, she knows what tends to go wrong. That shows up in how she talks about her job. "I'm really good at reducing the noise," she says. "This is it, straight. This is what it's going to do for you."

That same instinct shapes how she supports more than 20 clients in her portfolio. If a client's system runs into trouble, she stays on it, sending updates as things develop. It's a flexible, proactive style of service that comes from having been the person on the other end of those late-night calls herself.

She's also honest about what good work requires. She won't always have the answer on the spot, but she'll find it, and she'll do it right. "Immediate results are usually poor-quality results," she says. "Good work takes time, collaboration, and a client who is willing to be part of the process."

That same clear-eyed thinking carries over into how she talks with clients about artificial intelligence. She's enthusiastic about AI but she's realistic about what it takes to use it well. "If you don't have enough background knowledge on the problem you're trying to solve, it can send you down a rabbit hole. You need to be educated too," she says. That balance is exactly how she sees IT Insights' role as a technology partner: helping clients understand and capture the real opportunities AI offers, while paying close attention to what those tools mean for cyber and data security, compliance, and employee usage.

It's a mindset she'd pass on to anyone starting out in IT, too. Her advice begins simple: ask questions. "Ask all the questions. There are no dumb questions." The technical side of the job is only half of it. The other half is never losing sight of the client: helping people think through how technology can move their business forward, not just keep it running; putting security in place before something goes wrong; and remembering that there's a person on the other end of every ticket who needs their issue resolved quickly. For Amy, that's the part of the job that separates a good technician from a good partner.

Beyond the Office

Outside of IT, Amy is anything but one-dimensional. She's a mom of four, a former professional baker, an antique hunter, and someone who has never been interested in blending in. Her home reflects that: part cozy, part eclectic, filled with things that have a story.

She loves baking, adventures, car shows, and weekend getaways. Adorned in tattoos, with a personality that's equal parts bubbly and outspoken, she brings the same energy to her life outside of work that she brings to her career: curious, independent, and always willing to try something new. Community is important to her too. She has volunteered with organizations supporting children, including the Ronald McDonald House. For Amy, being successful isn't only about building a career. It's about building a life: raising her kids, staying involved in her community.

Looking Ahead

Amy's path proves there's more than one way to become a strong leader in technology. Two decades on the technical side didn't just prepare her to manage accounts; combined with the customer service instincts she's built, it's what makes her effective. She diagnoses problems like a technician, builds trust with every client, and runs projects with an eye toward efficiency.

Amy isn't interested in standing still. She's excited about the clients still ahead of her, the relationships to build, and the chance to keep growing alongside the people she supports. As Rochester businesses continue to grow and the technology they rely on keeps evolving, she's looking forward to being right there with them: bringing the same proven strategy and steady, proactive support that's defined her career to whatever comes next.

IT Insights of Rochester is a locally focused managed IT services provider serving the Greater Rochester business community. Learn more at itinsightsroc.com