How to Capture Dead Time

Jacque McFadden


The average cost of unplanned downtime per minute in 2016 was nearly $9,000 per incident.

Your organization doesn’t have to eat the cost of dead time. Download our free whitepaper now to learn five easy steps you can take to capture dead time.

From more efficient integration to beating your inbox addiction, this paper gives you the tools to increase your company’s productivity by 2.5% at no additional payroll cost.


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Becoming a Servant Leader

Rocket IT

I was once told that the way to know if you’re a leader is to look behind you and see who’s following. If no one’s there, then you aren’t a leader. We all want to be leaders, but few are willing to put in the time, work, and humility to become a leader worth following.

The concept of servant leadership has been around for thousands of years but the term was coined in the essay “The Servant as Leader” by Robert K. Greenleaf in 1970. Robert defined servant-leader as follows:

“The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first […]
“The difference manifests itself in the care taken by the servant – first to make sure that other people’s highest priority needs are being served. The best test, and difficult to administer, is: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants? And, what is the effect on the least privileged in society? Will they benefit or at least not be further deprived?”

Leading another person should not be taken lightly. Leading others is not about you; it’s about the impact that you have on others. Simon Sinek would say that “it’s not about being in charge; it’s about those that are in your charge.” We can do so much more together than we can ever do separately. At Rocket IT, we believe the true leaders are ones that know and understand the people they are leading and can help them see where they need to go.

I started at Rocket IT 5 years ago at the most entry-level position at that time, Field Support Technician. After a year in this role and exemplifying the values of the company, I was promoted up to the second tier of support and began taking on a leadership role, investing in those technicians following after me. After two years in this role, I promoted to the top tier escalation role, continuing to be a team lead and beginning to take on the role of transforming the culture at Rocket IT.

It was at this time that our CEO and founder Matt Hyatt allowed me to be a part of an Executive core group put on by GiANT Worldwide consisting of many leaders from different companies from all over the world. GiANT Worldwide is all about helping people become leaders worth following. It was at GiANT Worldwide XCore that I began to better understand myself, understand those who were in my charge and really learn how to lead, and it was there that I truly learned how to be a servant leader.

I recently completed leading a year-long leadership course in the office that we called “Rocket IT Core.” When you learn something that is so life changing, you can’t help but talk about it to everyone. It’s like the old joke: “How do you know if someone does CrossFit? They tell you about it.” I am so blessed that I could bring this material back to my team. It inspired me to write and share about my experience as well as talk about why I feel that servant leadership is so important in the workplace today.



About the Author

Steve Hopkins is a Support Professional and Team Lead at Rocket IT.  He is a lifetime learner and loves to invest in others. He believes that people are blessed to be a blessing. Steve and his bride have grown their family of 3 to a family of 8 through adoption.







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Entrepreneurship, Leadership

What is a Business Continuity Plan, and Why Do I Need One?

Rocket IT

Between natural catastrophes, unfortunate accidents, and cybersecurity threats, it’s not a question of if something will happen to your organization, but when.

Does your organization have a business continuity plan in place? Do you know how your team will respond?

A business continuity plan is a documented strategy outlining the steps and processes to ensure your business operations continue to run should disaster strike. In case of significant data loss or even loss of leadership, this plan gives your organization the support and tools it needs to recover.

How do you know if you need one?

If you have a business, then you need a business continuity plan. When calamity hits, you don’t want to scramble around trying to decide how to handle it. The more time you spend choosing an action path and reacting, the more downtime your organization is going to have. And with the average cost for end-user productivity downtime at over $740k in 2016 (and rising), the less downtime you have, the better.[i]

Who needs to be involved?

Typically, your leadership team, IT, and head of Accounting/HR should be included in the creation and execution of your business continuity plan. Their roles need to be defined in the documentation of the plan so everyone knows who the point person is on each task. This way your team won’t be stumped on who should be doing what and who has the authority to approve decisions.

You should also clearly define who has final authority should you or others not be available and able to carry out a leadership role. In some cases, this may mean that you need to legally name someone who can make important choices in your absence.

Do I need to test it?

Yes. You need to test it. You’re not going to be simulate perfectly an unexpected event (thus is the nature of unexpected events), but you can make sure your team is familiar with it and there aren’t any preventable kinks in the process.

Think about it this way – If you built an emergency bunker (not that you should need one for your business continuity plan!), you would want to test that your ventilation sources were functioning properly and any radio equipment you had functioned while the bunker was sealed. Testing your plan won’t go exactly the same way as it will in true action, but you’ll see what parts work well and what others need some improvement.

Should anything happen to your organization’s data, systems, or even to a member of its leadership, a business continuity and disaster recovery plan will help ensure that the organization will be able to recuperate and continue thriving, enabling you to build a legacy to last.

If you’d like strategic insight on security vulnerabilities and expert advice on how to build your own business continuity plan, contact us. We’d love to help you.


[i] http://files.server-rack-online.com/2016-Cost-of-Data-Center-Outages.pdf


About the Author-

Eric Henderson is Rocket IT’s virtual Chief Information Officer. He is also the tallest person at Rocket IT (by a fraction of an inch).


The average cost of unplanned downtime per minute in 2016 was nearly $9,000 per incident.

Your organization doesn’t have to eat the cost of dead time. Download our free whitepaper now to learn five easy steps you can take to capture dead time.






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Leadership, Uncategorized

Join Rocket IT vCIO Eric Henderson for our Inbox Zero for Executives Webinar

Rocket IT


What is Inbox Zero?

Today’s professionals have an albatross around their necks, preventing them from staying focused on what’s mission critical and crippling their productivity. This weight is your email.

As an executive, you receive so many emails in just an hour that it’s easy to get distracted and weighed down. How many messages do you currently have in your inbox? How much time do you spend just sorting through them?

The fewer items you have demanding your attention in your inbox, the more time you have to stay focused on more productive tasks. It’s time to work towards your own Inbox Zero.

Join Rocket IT vCIO Eric Henderson on September 27th, 2017, at 3:00 PM EST for our next Inbox Zero for Executives webinar.

Fill out my online form.

Eric Henderson is the virtual CIO for Rocket IT, a technology company based out of Duluth, GA.  He received his B.S. in Management from Georgia Tech in 2003, and has worked in a variety of industries.  Eric serves on the National Board for 48in48, a nonprofit dedicated to creating websites for other nonprofit organizations, and on the Endowment Board for the Gwinnett School of Mathematics, Science, and Technology. He is passionate about technology, leadership, and seeing people and their businesses thrive. 

Eric lives in Atlanta with his wife Heather, and their two sons, Thomas and Jonas. 





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Best Practices, Leadership

Living Company Values – An Employee’s Perspective

Rocket IT

Company culture is a hot topic right now. It’s headlining industry magazines, touting its name on awards, and (for those of you active on social media) it’s all over LinkedIn newsfeeds. At Rocket IT, it’s something our team is very intentional about.

As someone who interacts on our organization’s behalf out in the community in both a marketing and a recruiting capacity, I’ve had a unique opportunity to both share my experience and hear from very different perspectives how others see Rocket IT’s company culture.

One of the highest compliments I hear is how much others love that Rocket IT lives out its values. That other people from outside our organization can look in and see how much our team loves to help others and be passionate stewards for those we serve is incredibly rewarding.

One of the questions I’m asked most often (though not nearly as often as Matt Hyatt, our Founder and CEO, I’m sure!) is how Rocket IT has sustained a company culture that lives its values when so many organizations struggle to name theirs.  It’s easy to get buy-in on company values from the leadership teams that created them, but how do companies get everyone else across all levels to do the same?

Basically, how did the Rocket IT leadership team get me and others as invested in the Rocket IT values as they were?

When Matt created our company values, he started with why. Our purpose is to help others thrive. As Matt says, we just happen to do this through technology, but it’s at the core of everything we do at Rocket IT, and our company values help us define how.

Connect with people. Be passionate stewards. Find a better way. Have a blast!

Matt and the rest of the Rocket IT leadership team have fostered a company culture that lives these values in three simple ways.


Our values are stated in simple language that makes sense.

When Matt wrote our company values, he didn’t bury us in corporate jargon and buzzwords. Our values are simple, and it’s to see how we can act on them.

Take a look at our values listed above again. They’re simple, clear, and easy to remember. You could ask any employee at Rocket IT about our values, and they’d be able to tell you about all four (and even our secret fifth value – Eat ice cream).  There isn’t a single buzzword in any of them, and each value is four words or less.


We regularly engage in open dialogue about our values.

If the only time your employees discuss your company values is when they get a list of them in their onboarding packet, they probably won’t be able to name them one month later. Values are something that should be a regular conversation topic when you want your company to live them out.

At Rocket IT, we talk about what our values mean, how we can be mindful about them in our roles, what they mean to us, etc.. We talk about them in all-staff meetings, team huddles, and during our Café Tuesdays where Matt invites us to bring our lunch into the Rocket IT café and talk with him and each other about what’s on our minds.

Our values weren’t created in a vacuum, and they don’t exist in one either. If you want your team to invest in your company values, you should engage your team in regular conversation about them.


Rocket IT’s leadership verbally (and publicly) acknowledge when employees embody a company value in the way they act or what they do.

There’s a lot of power in simple recognition, and when our leadership team positively recognizes team members for living out company values, we become more invested in understanding and acting in line with those values.

It’s not unusual for individuals to be lauded for “being a passionate steward” or “finding a better way” during our staff meetings. And it’s not unheard of for someone to receive an Amazon gift card for exemplifying one of our values in their interactions with our clients.


Our company culture of living our values is hinged on our values being very real, active goals for us. They’re not just words on our website or phrases in our employee handbooks for HR to recite by rote and other team members to forget immediately. From the perspective of the general “everyman” employee, if you want buy-in from employees at all levels of your organization, follow these three tips to make your values meaningful to them.





About the Author-

Jacque McFadden is the marketing specialist at Rocket IT. While a large portion of her job focuses on the more traditional side of marketing, she is also responsible for finding great new employees. Jacque is originally from Indiana. 

The average cost of unplanned downtime per minute in 2016 was nearly $9,000 per incident.

Your organization doesn’t have to eat the cost of dead time. Download our free whitepaper now to learn five easy steps you can take to capture dead time.




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Best Practices, Leadership

Creating Quiet Space for Employees in an Open Office

Rocket IT

Like many offices today, Rocket IT’s headquarters has an open floor plan. This is fantastic for collaboration, accessibility to leadership, and anyone who suffers from FOMO (Fear Of Missing Out), but it can create a deficiency in quiet spaces to work.

We posted previously about ways employees can focus in and block out distractions in an open office setting, but what can you do as an employer to help?

One way we mitigate this issue is by creating dedicated quiet spaces in our office that anyone can use.

While our main floor plan is open, we do have a few individual offices throughout our space. Several of these offices are taken by members of our leadership team who deal with sensitive information and have weekly one-on-ones with their direct reports where they require privacy. But a few of these offices aren’t occupied by anyone. But that doesn’t mean they’re unused.

Instead of doling out all the available offices, we decided to make these available for use to everyone on the team.

These rooms are equipped with monitors, docking stations, phones, and everything else our team needs to pick up their work from where they left off at their own desk. Anyone can book time in one using its resource mailbox, and they can view the office’s availability within the resource calendars in Outlook. This method provides a more streamlined, standardized, and auditable way for these rooms to be utilized.


How exactly do these reservable work spaces help Rocket IT employees thrive?

Each office has a melting pot of eclectic personalities. You have your extraverts who think out loud as they work through new solutions, introverts who prefer white noise over small talk, and those of both personality types who sometimes need a break from background noise or who require privacy for a client phone call.

Creating a space for anyone in your office to reserve some time can diffuse some of that workplace tension that occurs from many different personalities in the same open floor plan.

If your team has expressed a need for some quiet time to get work done, this floating office could be your solution. When the open space becomes too distracting (which can happen in an office where projectiles have been known to fly on occasion) or someone needs a quiet place where they know they won’t be interrupted during a webinar or a conference call, they can go into one of these offices and have everything they need to continue working seamlessly right there at their fingertips.

Interested in seeing how these spaces work for yourself? Come join us on February 23rd from 4:30 PM to 7:30 PM for our ribbon cutting event! RSVP to jmcfadden@rocketit.com.



MB About the Author-

 Michael Bearchell lives with his wife and three children in Gwinnett County. He is an Inside Support Technician at Rocket IT and has found out the hard way that it is tough being a New York sports fan in the south.


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Seven Leadership Books to Read Before Making Your NYE Resolution

Rocket IT

The end of the year is rapidly approaching. Before you start making your New Year’s Resolutions for 2017, check out a few of these leadership and personal development books that have been highly recommended by the team members here at Rocket IT. Not only do we hope you’ll get some ideas on setting great goals for yourself in the new year, we also hope some of these books will help you develop the habits and mindset to reach and keep those resolutions.



Five Voices: How to Communicate Effectively with Everyone You Lead by Jeremie Kubichek and Steve Cockram

Five Voices comes highly recommended by Matt Hyatt, the Founder and CEO of Rocket IT himself. A staple in the office, this book is checked out of the Rocket IT library by employees more often than it is sitting on the shelves. Matt says this is his favorite book on leadership development.

Steve Hopkins, Rocket IT Escalation Engineer and Core Group Leader, says this book helps you discover your leadership book, coaches you on developing your strengths and minimizing your weaknesses, and equips you to communicate effectively with your team and employees no matter what their communication style is.




The Traveler’s Gift: Seven Decisions that Determine Personal Success by Andy Andrews

Also recommended by Matt, The Traveler’s Gift is a fictionalized story focused on nonfictional themes. This book focuses on the key decisions that are essential for personal success.




Tribal Leadership: Leveraging Natural Groups to Build a Thriving Organization by Dave Logan, John King, and Halee Fischer-Wright

Highly recommended by Darnell Clarke, a Field Support Technician at Rocket IT, Tribal Leadership focuses on how leaders can utilize their unique “tribe” and develop the strengths of their team and culture.

“Tribal Leadership teaches you how to identify the current culture of one’s team, employees, and company, all considered a ‘tribe’ in the book.  Each tribe is currently in one of five stages.  This book shows how you can redefine your tribe and make them more efficient and effective by ‘leveling up’ or raise your tribe to the next stage,” says Darnell.




The 15 Invaluable Laws of Growth by John Maxwell

John Maxwell is heavily featured in the Rocket IT library. The 15 Invaluable Laws of Growth is the personal favorite of Billy Chea, Rocket IT Remote Support Technician, who owns an autographed copy.

“Probably my favorite book I’ve read this year. Mainly because it got me to focus on my life. The main thing I took away from this book was that I should push myself to be better and do things I normally wouldn’t,” says Billy.

His two favorite quotes from the book?

“There is definitely a direct connection between finding your passion and reaching your potential.”

“Most of the accomplishments I’ve achieved in life, I began to attempt before I was really read.”




Leaders Eat Last: Why Some Teams Pull Together and Others Don’t by Simon Sinek

Eric Henderson, Rocket IT’s Virtual CIO, found Leaders Eat Last particularly impactful. This book focuses on how to create an environment that fosters trust and collaboration.

“I love books that tie evolutionary psychology into present-day guidance,” says Eric. “This book offers guidance on tribal thinking, helping employees feel safe, and how we got where we are now.”



The Power of Habit: Why We Do What We Do in Life and Business by Charles Duhigg

If you’re focused more on how to keep your New Year’s Resolution, then check out The Power of Habit. Another recommendation from Eric, this book helps you understand how habits work so that you can use that knowledge to create new ones.

“A recent study from Stanford determined that as much of 40% of our actions happen due to largely unconscious habits.  This book guides you on how to shape and improve that time,” Eric says.




Triggers: Creating Behavior that Lasts – Becoming the Person You Want to Be by Marshall Goldsmith and Mark Reiter

Written by executive coach and best-selling author Marshall Goldsmith, Triggers is highly anecdotal and focuses on understanding your reactions to your environment and gives you tools to help you develop new habits to reach your professional and personal goals without letting environmental triggers knock you off track.

This book is a personal favorite of Jacque McFadden, the Marketing Specialist at Rocket IT. “The idea behind Triggers is that there will always be environmental triggers outside of your control that will make you want to react poorly or go off track from your goals. This book gives you the tools to recognize those triggers and adapt your reactions to them. I really enjoyed the anecdotes and became invested in the outcome of each of them.”




About the Author-

Jacque McFadden is the marketing specialist at Rocket IT. While a large portion of her job focuses on the more traditional side of marketing, she is also responsible for finding great new employees. Jacque is originally from Indiana. 


1200x627- vCIOHave you found that you need the expertise of a Chief Information Officer to help you make strategic decisions on how to leverage technology to meet your unique business goals, but aren’t ready to commit to hiring a full-time executive to fill that need? Learn about our virtual CIO services.



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Leadership, Teamwork

A Glance at Glance Gwinnett

Rocket IT

I grew up in Gwinnett County and, aside from a 5-year collegiate stint in Athens, have lived here my whole life. However, only recently did I firmly put down roots by buying a house in my hometown. This process left me with a craving to find out more about this community, as I suspected I didn’t know nearly enough about my home. If you live, work, or play in Gwinnett and are searching for the same, I’ve found a path to it through Glance Gwinnett, a program that is essentially a hands-on, behind-the-scenes tour of Gwinnett County.

So why am I so strongly recommending it to everyone I know?

  1. If you’ve heard of the Leadership Gwinnett program, you might be hesitant to invest yourself in a 9-month program. Glance Gwinnett is two-and-a-half days, but make no mistake, it is packed full of activity and learning to remain a true preview of the longer signature program. It is also a chance to see this learning style in action before deciding to invest in Leadership Gwinnett, which comes at a higher cost. Another key difference is that anyone can go through Glance Gwinnett, while Leadership Gwinnett is application-based.

  2. I was given a glimpse into so many areas of the county, including Gwinnett’s history, levels of city/county government, arts & entertainment, economic development, education, healthcare, and nonprofit work. This is the part that feels like you’re drinking from a firehose, and it’s fantastic. I’ve never felt more well-acquainted with my community.

  3. I’m a big fan of people’s stories, and Glance Gwinnett offers a chance to hear stories from Gwinnettians such as Wayne Hill (former County Commissioner, no doubt you’ve heard of him), Louise Radloff (District 5 Representative), Dr. Kevin Tashlein (Strategy and Performance Officer for GCPS), Jay Dennard (COO of Gwinnett Medical Center), and Chief Magistrate Judge Kristina Blum. Not only did these folks share personal stories, but they shared insight into the many moving parts of the county.

  4. The last day is entirely focused on leadership in action, and I was challenged to think about all I learned and how to put it into practice by getting involved. Each of us came up with a commitment we would make as a step toward becoming leaders in our community, with our 32 peers in our class joining us as accountability partners to help cheer us on in our endeavors.

Glance Gwinnett offers all of this and more, with the added bonus of meeting new people and building relationships… All in your own backyard. These new people and this new knowledge left me feeling more fulfilled than I have felt in a few years. The program is called a “Glance” because it is a brief snapshot of the longer involvement in Leadership Gwinnett and the purpose is to leave you wanting more. I can assure you the very minute our class graduated from Glance Gwinnett, I wanted more.

cg-libraryAbout the Author – 

Caitlin Purcell is a rescue advocate, and she resides in Gwinnett County with her husband and their rescue baby, a pitbull named Hammer. Caitlin is the Sales Coordinator at Rocket IT. 


o365-ctaJumping into Office 365 is not as daunting as you think.

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Entrepreneurship, Leadership

Why We Focus on Hiring People Who Are Good with People

Rocket IT

When you hire, you don’t just look for that one candidate who will be the “Right Now” fit. You don’t want the minimum of a warm body at a desk; you’re looking for the right qualified, enthusiastic individual who is ready and excited to contribute to the team. But finding that right candidate goes beyond experience and what they have on their resume. At Rocket IT, when we recruit for new employees, we place a high priority on finding people who are good with other people, no matter what role we’re looking to fill.

Why is this so important to us and many other companies?

Many of you are probably familiar with the BBC show “The IT Crowd” and their iconic “Have you tried turning it off and back on again?” catchphrase repeated throughout each episode and often said the minute one of their characters picked up a phone.

Even more of you may be familiar with the stereotype of the IT person who prefers to sit alone in a dark office and who huffs impatiently when you don’t immediately step out of their way to fix your computer.

That’s not how anyone should do things, especially not the person coming to you when you’re already frustrated. When your devices aren’t working, you can’t receive emails, or your network is down, the last thing you need or want is someone talking down to you. As evidenced by much of the backlash against companies recently, great customer service is enough to make or break a consumer decision.

You need someone who will make your clients feel like not only are their problems being heard, but that you care about fixing any issues and setting things right. Clients want to know that you are on their side first.

But great customer service isn’t the sole reason for hiring employees with soft skills.

In addition to how employees interact with clients, companies are starting to take a very close look at how employees interact with each other. Today’s workforce wants a company culture and environment in which they enjoy being. As an employer, if you want rock star candidates, you have to be sure the environment you and your team create is one that others will thrive in as well.

This is why we also screen for how well people interact with their teammates. There are some candidates who are friendly and engaging, but if they believe they know the best way, and aren’t open to listening to others on their team, then their “my way or the highway” attitude will make them nearly impossible to train and very difficult to work with.

So how do you screen for this beyond your interview questions?

Introduce your candidates to the office, if it’s possible. Take them around and let them shake hands with the team. Also include the key employees who will be working closely with whomever is hired in the hiring team, and listen to how they feel about the idea of working with that candidate.

The best candidates highly value their relationships with both clients and coworkers. Those who speak poorly at length about their current employer and team might be likely to do the same to your team. Pay attention to what they say about their past supervisors and colleagues.

Another great indicator is how they act when they think you aren’t looking. How do they interact with your receptionist? When they answer the phone, are they friendly? When you ask them how they’re doing, do they ask you how you are in return?

It can be these little things that make working with someone a pleasant and enjoyable experience.

Try some of these tactics. You’d be pleasantly surprised at what a difference having people who are great with other people can make for your organization.




About the Author-

Jacque McFadden is the marketing specialist at Rocket IT. While a large portion of her job focuses on the more traditional side of marketing, she is also responsible for finding great new employees. Jacque is originally from Indiana. 


1200x627- vCIOHave you found that you need the expertise of a Chief Information Officer to help you make strategic decisions on how to leverage technology to meet your unique business goals, but aren’t ready to commit to hiring a full-time executive to fill that need? Learn about our virtual CIO services.



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Why You Should Start a Core Group in Your Office

Rocket IT

Have you ever wondered why you do the things that you do? Have you ever wondered why you respond the way you do?  Have you ever wondered why your spouse or kids are the way that they are? Have you ever wondered why you get along with some people at work and have a hard time communicating with others? Have you ever walked around with food in your teeth only to get to the end of the day and no one told you?

If you answered yes to any of these questions, then maybe it is time to get the answers. At least to most of them, if not the last one. You might be on your own with that one.

Two years ago, I went through a year-long training called the GiANT Worldwide Executive Core. The purpose of this training is to develop leaders worth following. They instilled in me that the more you know yourself, the more you can lead yourself.  This training allowed me to connect with other leaders from other companies walking along this journey of introspection and answering the question of “what is it like to be on the other side of me?”

This journey was an incredible experience for me, and I use the knowledge and tools on a daily basis. There was no way that I could not bring this back to my team.

If you think about it, we are all evangelists. An evangelist is a person who is an advocate for something. How many friends have told you a story about a Yeti cooler, how they put ice in it, and 3 years later, it was still there?  You may have heard about essentials oils – there are many who advocate for its benefits. I just recently purchased a Hobie Kayak, and I have told everybody how this is the best kayak ever made.

We really talk about the products and things we love. If I read a book that is life changing, I tell others to read it.  That is why I started a Core group at Rocket IT.

The information and tools in this program are priceless.  So what does this group look like? I first looked throughout the organization and determined who could make the most impact and who are the next leaders. Once the group was established, we agreed to meet twice a month for year going through the same training that I went through with GiANT Worldwide Executive Core. We all agreed that whatever was said in the group would stay in the group and that we would all fight for each other’s highest good.

We have completed 6 sessions so far. I am really enjoying the talks and feel that we have grown closer together as a team and are changing the culture of Rocket IT.



About the Author – 

Steve Hopkins is a Support Professional and Team Lead at Rocket IT. Steve and his wife are growing their family through adoption. They have already adopted two sons. 


1200x627- vCIOHave you found that you need the expertise of a Chief Information Officer to help you make strategic decisions on how to leverage technology to meet your unique business goals, but aren’t ready to commit to hiring a full-time executive to fill that need? Learn about our virtual CIO services.




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