Steve Ethier

Background

About Steve Ethier

Professional IT Manager/Director with 18 years’ experience managing IT teams and departments. Results-driven, focused executive with extensive experience leading high- performance organizations, implementing technology solutions and processes, and developing business strategy. Utilize excellent verbal and written communication skills to develop and present clients’ quarterly business reviews, develop Statements of Work, SOP’s, and present project meetings for all stakeholders involved. Experience since 2004-Manage day to day ops for entire staff, develop and implement processes and procedures common to operating a Managed IT Service Provider (MSP), and increase client satisfaction levels-Hire, train, and develop additional staff members-Serve as the first Point of Contact (POC) for all major clients-Institute, develop and deliver Quarterly Business Reviews for clients-Develop MSP tech offerings and pricing-Manage all major projects-Implement ConnectWise Manage and Automate best practices-Set ticket handling and monitoring practices-Implement client outage procedures-Establish SLA benchmarks and performance-Introduce several new processes and procedures-Project management processes-Client on/off-boarding processes and templates-Move/add/change procedures-Client escalation procedures -Implement improved ticket handling processes-Reduce ticket queue by 75% in 6 months-Establish SLA benchmarks and SLA performance-Increase overall SLA performance-Establish certification paths and objectives for each engineer-Increase Service department gross profit-Decrease client turnover-Develop and implement Customer Satisfaction survey-Increase Customer Satisfaction-Design and establish service metrics, increasing utilization to 80-Increase profitability of Managed Services department by increasing capacity to a minimum of 80% for all team members-Increase capacity by process improvement and efficient operations-Increase Employee Retention by setting career goals and quarterly/annual objectives for all team members and implementing training programs to assure goals are attainable. PROJECT MANAGEMENT As an experienced Project Manager -Experience in a client-facing project management and consulting role -Experience with the Microsoft Suite (Excel, Word, PowerPoint, Outlook, MS Project)-Strong client relationship, project management, and team management skills -Excellent interpersonal, influencing and collaboration skills -Strong organizational skills, attention to detail, and inclination for continuous improvement