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.

• 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.

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.

• 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.