For many IT providers, success is measured in numbers—sales growth, profit margins, or ticket volume. But for PROTELI, a New York Tri-State-based MSP founded by Eugene Boutenko and Martin Propper, success is about something deeper: delivering consistent, tangible value to clients by taking full ownership of their technology outcomes. This commitment has paid off; PROTELI consistently averages 15 to 20% in year-over-year revenue growth.
“We never wanted to be just another reactive or proactive IT firm,” says Boutenko. “Our mission is to be a true technology partner—someone who understands our clients’ business needs and builds systems that are right-sized, easy to use, and deliver long-term value.”
From Break-Fix to Business Impact
Before launching PROTELI in 2013, Boutenko and Propper worked together at a technology consulting firm. Their combined experience—Boutenko’s in agile startups and Propper’s in enterprise IT—shaped the foundation for what PROTELI would become: a firm built not just to fix tech, but to drive better business outcomes through thoughtful, modern IT solutions.
Early on, they realized that cookie-cutter approaches and overly complex systems only lead to frustration—for both clients and internal teams. Instead, they embraced the idea that simplicity, consistency, and usability are what really move the needle for clients.
Creating Value Through AI, Automation, and Alignment
PROTELI invests heavily in technologies that streamline operations and reduce friction—not just for themselves, but for the clients they serve. This includes early adoption of AI and automation, as well as a strong focus on solution alignment.
“We’ve been working with AI for a few years now,” says Boutenko. “At first, it helped us script and document faster. Now we’re building AI-driven tools to assist with things like dispatch and ticket routing—solutions that ultimately improve response time and client experience.”
But the real magic happens behind the scenes. By maintaining a standardized, thoughtfully curated tech stack across clients, PROTELI reduces complexity and increases the quality of support. Every system is designed with usability and maintainability in mind.
“When the tech is right-sized and well-maintained, everyone wins,” says Propper. “Our clients see fewer disruptions and smoother workflows, and our team can support environments more efficiently and effectively.”
Deeply Invested in Client Outcomes
At PROTELI, the relationship with clients goes far beyond support tickets and monitoring dashboards. The team takes full ownership of the technology ecosystem—positioning themselves as an extension of the client’s leadership team, not just their IT provider.
“We see ourselves as stakeholders in our clients’ success,” says Boutenko. “That means we don’t just implement tools—we help select and fine-tune solutions that support their long-term business goals.”
From cloud infrastructure to workflow automation, every decision is guided by one principle: deliver value that lasts. Whether it’s reducing manual tasks with automation, improving scalability through cloud migration, or leveraging AI for smarter decision-making, the focus is always on enabling the client’s growth and stability.
Lessons for Other MSPs
For those in the MSP space looking to elevate their game, Boutenko and Propper emphasize two key lessons: get close to your clients, and get serious about business outcomes.
“We’ve learned a lot from working with peer groups,” says Boutenko. “Talking shop with others in the industry helped us sharpen our business mindset and reminded us that being great at tech isn’t enough—you need to align with your clients’ business goals.”
“Don’t be afraid to learn from others,” adds Propper. “There’s wisdom in the basics. First, start with proven frameworks, then innovate where it makes sense. And always be evaluating: are we making things better for the client?”
For PROTELI, success isn’t just about keeping systems running. It’s about creating technology experiences that are intuitive, aligned, and built for long-term impact. That’s the kind of value clients remember—and the kind of partnership they keep coming back to.
For more MSP success stories, read how this MSP scaled to $6.4M by finding their vertical niche.
