Jeff Ethier Email & Phone Number

Canton, Ga, Us

• Implemented budget cost savings of $1.15M for first year with a sustained annual savings of $540k.• Realized over $220k in cost savings within 6 months of assuming new role.• Assumed control of failing Windows 7 to 10 migration project, moving the region from last place to first place within 90 days, while bringing the project in on time and under budget.• Reduced outsourced help desk cost by 25% annually; increased performance by 50% and added 3 onsite support personnel at the reduced cost.• Increased help desk First Call Resolution from 30% to 70% within one year. • Improved service desk satisfaction ratings from 63% to 92% in 18 months.• Oversee regional IT support of 2,000 end users, 2,600+ workstations.• Increased department effectiveness by 25 percent with reduced staffing levels.• Improved equipment performance and reliability at a substantial cost savings. • Implemented multiple process improvement and automation initiatives. • Identified, selected, implemented, and managed ITIL aligned ITSM tool.• Provide direction, coaching, and development opportunities to staff. • Developed business unit vision which translated into strategy plans; identified key issues, opportunities, priorities and threats; and analyzed functional and performance requirements.• Ensured that delivery processes (integration, customization, migration, delivery support) were continuously reviewed and updated as necessary to ensure continuing maturity of service delivery.

Identified and managed projects to realize over $220k in cost savingswithin the first 6 months of assuming new role.• Managed the transition to a new vendor increasing FCR from 30% to70% within one year.• Improved service desk satisfaction ratings from 63% to 92% in 18months.• Manage regional IT support of 1500 end users, 2000+ workstations,and multiple devices on an Active Directory domain.• Established KPI’s to track and manage improvements to IT services.• Restructured department established annual objectives, training plansand motivated the team by defining a growth path for each position,increasing department effectiveness by 25 percent.• Identified and managed a vendor change for hardware which providedour end users with improved equipment, at a substantial cost savings tothe company and improved end user satisfaction.• Implemented multiple process improvement initiatives within theorganization.• Project management from conception to completion on multiple keyinitiatives.• Managed multiple SSAE 16 audits, improving audit results to zeroobservations consistently.• Identified, selected, implemented, and managed ITIL aligned ITSM tool.• Provide on-going direction, coaching, training and developmentopportunities to staff members, enabling ability to build new skills andincrease engagement.

Facilitate multiple cross-functional improvement teams by applying Six Sigma tools and techniques to achieve results.Lead external audits, such as SSAE 16 compliance and customer sponsored security audits; developed and implemented ROE (Rules of Engagement) standards for audits.Proactively identify areas/potential projects where process redesign/improvement can significantly impact efficiency, quality, profitability, competitive position and customer satisfaction.Provide process improvement know-how, methods and conceptual expertise to teams.Develop tools necessary to automate and error proof manual interactions across the organization.Facilitate cross-functional team activities related to project and process communication and introduction/improvement.Administer the Change Management system, Develop work flows, processes, automation, customizations, BPA's etcEnsure effective implementation of change; work with PMO and others to establish and monitor related metrics.Provide technical and statistical expertise to teams as a quality tool.Perform special studies and projects to improve assumptions and practices within the PMO group. Assist in problem-solving between departments.Work with managers, executives and team members; perform as liaison for internal/external audits and corporate governance duties.Identify application opportunities for the technical/statistical tools of quality/process improvement.Establish programs for reviewing and improving business operations to ensure efficiency.Work with team sponsors as necessary to address barriers to team success.Ensure process improvement changes are implemented through the ISO corrective action process.Lead testing efforts.Ensure issues are identified, tracked, reported on and resolved in a timely manner.Communicate needed changes to the development team.Lead implementation of portfolio-level Change Management process. Manage projects as assigned.Mentor team members.

• Directed all aspects of the corporate networks for six merged companies.• Defined, documented and published IT policies, procedures and standards. • Identified and implemented core quality improvements.• Coordinated direction and strategy, process and quality improvement. • Managed vendors, consultants, & internal IT team. • Successfully executed multiple key projects on-time and within budget.• Streamlined Information Technology department. • Identified areas for procedural improvement and cost savings.