steve ethier

RCC is a Managed Services Provider in the RI market, providing IT Support to small to medium size businesses primarily in the RI/CT/MA areas.

While serving as the Professional Services Manager, the Executive Team asked me to simultaneously take on the additional responsibility of handling all high level client escalations. Responsible for communication between all stakeholders (the client Point of Contact/VIP's, the Corp IT Executive team, and engineering team) during all high-level escalations and outages. -Developed and Implemented Client Escalation Communication protocol. -Developed and Implemented Reverse 911 communication system for all major outages, and emergency mass communication to clients.

Various positions and changing responsibilities through promotions over nearly 10 years of service.

Lead multiple major projects at BCBSRI, with teams of technicians positioned locally and globally, with multi-million dollar budgets. Reporting to all stakeholders including CEO/CIO at BCBSRI on projects such as the Data Center Migration project in 2010, when BCBSRI moved into its current headquarters in Providence.

* Promoted to manage the following teams, consisting of 4 team leads and * 30 engineers, positioned globally: * Deskside Support Services * Network/Telecom Services * Server Intel Admins * Server UNIX Admins * Asset Management

Corporate IT Solutions helps organizations of all sizes analyze business impact, costs, and regulatory requirements to build a technology roadmap. This multi-year technology plan provides key decision makers with the information needed to make sound decisions around their operational and capital investments in IT. Our cost effective and scalable service offerings provide clients with the engine to drive technological improvements and deliver results. Partnering with Corporate IT Solutions will empower your organization to make IT your competitive advantage through embracing new technologies that fit your business model; while allowing organizational leaders to concentrate on the core competencies of the organization to drive the bottom line.

* Corporate IT Solutions (now known as Thrive) is one of the leading IT Solutions providers in the northeast, specializing in Professional and Managed Services, as well as hosting for mid- to enterprise-market organizations throughout the region. * MSP Manager/Director * Increased Service Levels by no less than 2% each of 5 quarters, 2016Q1 – 2017Q2. * Developed and Implemented Customer Satisfaction survey. * Increased Customer Satisfaction by 80% YoY. * Designed and Established service metrics, increasing utilization to 80 – * 90%, based on which team or individual. * Increased Profitability of Managed Services department by increasing * capacity to minimum of 80% for all team members. * Increased Capacity by process improvement and efficient operations. * Increased Employee Retention by setting career goals and quarterly/annual objectives for all team * members and implementing training programs to assure goals are attainable.