David Gibson’s Vision for IT&E: Fostering growth, innovation, and community

By Pauly Suba

David Gibson

David Gibson, who recently took the helm as CEO of IT&E, brings a wealth of experience and a fresh perspective to the telecommunications company. With more than 25 years in the industry and a background that surprisingly began in healthcare, Gibson’s journey to becoming a telecom leader is as unique as it is instructive.

Gibson assumed his role at IT&E in January, transitioning from his previous position as chief revenue officer at Comnet Broadband. Despite his extensive experience in telecom, Gibson’s career path was not straightforward. “I actually fell into the telecommunications industry,” he says. “My degree was in business, specifically for healthcare, with a focus on healthcare. When I got out of college, I wound up working for a very large diagnostic laboratory. I was assigned to telecom when the person who ran it took sick leave, and that’s how I ended up here.”

This experience taught him a fundamental lesson. Gibson says, “Everything we did, whether our internal systems, billing, products, or service delivery processes, was designed and built around the customer.”

Under his leadership, IT&E is concentrating on expanding its services and staying ahead of market trends, even as it navigates the challenges of economic uncertainty. The company recently launched Beam Plus, a service promising fiber speeds without the need for fiber infrastructure. Gibson says, “We’ve totally reimagined our family plan for mobile.” “We’re trying to be more connected to the community,” he says. “We know that the economy is tough, especially in CNMI, and we want to offer affordable plans that meet people’s needs.”

Gibson emphasized the importance of community support in the company’s operations. “Everyone’s struggling,” he acknowledges, noting the challenges faced by both Saipan and Guam. He makes it a point to spend a week in Saipan a month. Gibson says, “Saipan is dealing with more significant economic issues, and Guam’s tourism and service industries are slowly recovering.”

IT&E’s recent rebranding and product changes reflect a commitment to being a responsible corporate citizen, he says. “We’re trying to get engaged in projects that are going to help the community,” he says, specifically highlighting efforts in the NMI. IT&E’s long-standing presence in the region is significant, he says. “We’ve been here for more than 20 years. We’re the oldest carrier on the island.”

Gibson emphasizes a customer-centric approach as the backbone of his strategy at IT&E, a perspective shaped by his early career experiences. He says he believes in hiring individuals who are naturally inclined towards customer service, regardless of their background in telecommunications. “You can teach telecommunications to anyone,” he says, “but being customer-centric, having good follow-up skills, and good communication skills, that you can’t teach.”

Gibson’s leadership style also prioritizes patience and accountability. He says that approach enhances team performance and encourages a culture of innovation and responsiveness. “If people are holding themselves accountable and taking ownership in their roles, they are more productive, happier, and more satisfied,” Gibson says.

He remains focused on fostering a culture of accountability and support within the company. “Ideas come from the bottom up; accountability comes from the top down,” Gibson says. “If you have a team that’s not performing well, it’s on the leadership to look above and take ownership.”

David Gibson, CEO of IT&E speaks to the media at a press conference on the future of IT&E. The conference was held at the Hilton Guam Resort & Spa’s Caffe Cino on Aug. 22.

Gibson emphasizes the company’s dedication to community involvement beyond just times of crisis. “Part of that is, making sure that we are out in the community… You shouldn’t just be out in the community when there’s a disaster. You should be out there, all the time.”

He highlighted several initiatives IT&E has supported, including its involvement in Earth Day activities, and the sponsorship of the rehabilitation of a skateboard park in Dededo.

Gibson’s first Liberation Day in Guam in July marked a significant moment for him and the company. “We had a community tent for Liberation Day, and our own teams did a CHamoru barbecue,” Gibson says. “We wanted to make sure we were part of the community celebrations and show our engagement goes beyond business.”

Besides his professional role, Gibson enjoys hobbies that help him balance the demands of leadership. “I like to downhill ski, but obviously, I don’t do that here. I’ve taken up golfing since moving here. It helps me relax and unwind.”

He says he understands the importance of work-life balance for his team, especially in a demanding service industry like telecommunications. “When you’re in a service business, such as ours, we don’t have the benefit that a retail shop has, which is that they close. We don’t… You have to run the network and service our customers 24 hours a day, 7 days a week.” This constant need for service makes it crucial for employees to manage their work and personal time effectively. “It’s not for the faint of heart, right? You have to be able to balance yourself.”

While he supports his team’s efforts to unwind and bond outside of work, many of these activities are initiated by the employees themselves. “In fact, I haven’t done it yet, but our business development team plays pickleball. They go out and they play three hours of pickleball… my job is really to support them.”

Looking forward, IT&E is set to continue its expansion and innovation. The company is rebranding with a new slogan, “Connections That Matter,” reflecting its commitment to community engagement and customer satisfaction.

In addition to expanding services and refining customer focus, Gibson emphasizes the importance of adaptability in today’s fast-changing market. He acknowledges that the industry requires constant vigilance and flexibility, saying, “You have to be more nimble now. Just because a strategy worked three months ago doesn’t mean it will work today.”

As IT&E marks its 20th anniversary next year, Gibson is optimistic about the future, he says. He aims to build on the company’s legacy while driving innovation and maintaining a strong focus on customer and community needs. “It’s nice to know that you’re providing value,” he says, “Even though it’s probably not widely appreciated, it’s making an impact in people’s lives.”