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Manager Customer Service

Greencastle, IN
October 16, 2018

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Marc R. Wilson

**** *. ****** **** ** South

Greencastle, IN 46135



I am a positive, results-driven and innovative IT professional with many years of exceptional success and client satisfaction. I have a proven ability to bring the benefits of technology to meet today’s business challenges. I am proactive with outstanding communication, and interpersonal skills, superior analytical, critical thinking, and problem solving abilities. I can work independently or as part of a collaborative team and am comfortable with technical and non- technical people on all levels of an organization. EXPERIENCE SUMMARY

● Hands-on leader

● Experience in small medium and large organizations

● Strong experience in Wan and LAN experience

● Strong experience in cloud and virtual environments

● Strong experience in IT support.

● Wide-ranging security experience including HIPAA, FERPA and PCI-DSS

● Committed to providing exceptional customer service

● Broad range of experiences in systems administration, networking

● Wide-ranging understanding of technology and the ability to apply them to meet customer needs.

● Strong commitment to continuous improvement of service offerings TECHNICAL SKILLS

Device Operating Systems: Windows, Linux, Mac and Android Server Operating Systems: Microsoft Server, Exchange/IIS/SQL/SharePoint Virtual Environments: VMWare, Citrix, Cloud-based services, Azure, Exchange Online and Office 365

Networking Technologies: Protocols-TCPIP/UDP/ICMP/SNMP/FTP/DHCP/DNS Networks-LAN/WAN /Broadband/T1/T3/ISDN

Security-VPN/NAT/proxy servers

Telecom-PBX and VoIP, Unified Communications

Security Systems: Camera surveillance, premise security, physical access control SAN and NAS Environments Vendors - Hitachi, IBM, HP, EMC Including defining data domains, and RAID configurations Enterprise-level Backup Tivoli, Symantec Backup Exec, ArcServe Marc R. Wilson

1174 E. County Road 25 South

Greencastle, IN 46135



Riley Children’s Foundation

Manager of Technology/Systems Administrator Oct 2016-Sept 2018 Non-profit organization focused on raising funds for Riley Hospital for Children. Hands-on leader providing support for all aspects of technology with a focus on VMWare, VM Servers, Office 365, Azure, routers and switches and phone systems. Accomplishments:

• Migrated 4 terabytes of file storage to SharePoint for improved access

• Migrated backup services to ton premise and cloud improving service availability, enhanced capabilities and reliability

• Migrated from Hyper-V to VMWare to improve reliability and performance

• Migrated Foundation to Exchange Online and Office 365 improving reliability and availability

• Evaluated existing technology and staffing to determine needs for current and future business requirements

• Migrated from Exchange 2010 to Exchange Online

• Implemented disaster recovery process and test process every 3 months

• Established policies and procedures to meet PCI and HIPAA Compliance and improve security

• Upgraded wired and wireless environments improving performance and reliability

• Implemented service standards resulting in improved customer service and reducing service requests from over 350 requests to under 125 per month

iTech Digital, Inc.

Manager of Technical Services Mar 2016-Sept 2016

A camera surveillance and access control integrator with over 6000 security systems throughout 49 states and Canada

An active leader responsible for providing support to our customers and information technology support for the company. Supported all network, server and SAN administration, including backup processes Accomplishments:

• Implemented a service request management system to track customer and staff needs

• Improved LAN performance by restructuring network and VLAN network traffic

• Lowered service request backlog from a recent high 391 requests per month to the current level to 150

• Improved response times from days to one hour

• Improved staff morale through helping them discover their true potential and capabilities

• Modified long established processes to better meet the customer’s needs Marc R. Wilson

1174 E. County Road 25 South

Greencastle, IN 46135



Adult and Child Center, Inc.

Chief Information Officer August 2015-Feb 2016

A mental health organization with 7 facilities and 600+ employees throughout Indiana, providing mental health services to underserved areas.

A leader responsible for all aspects of technology for the organization. Worked closely with other Senior Leadership to develop strategic initiatives to improve technology support and provide additional services to meeting business needs.


• Evaluated existing technology and staffing to determine needs for current and future business requirements

• Restructured existing SAN environment including data domains to improve performance and establish reliability and uptime.

• Developed and implemented a new data backup strategy to improve backup and recovery times, and ensure backup of critical data

• Optimized the seven-site organization’s LANs and WANs, evaluate data usage for each site.

• Deployed 400+ smartphones to mobile users including the use of mobile device management to ensure security and compliance with state and federal regulations

• Established the use of managed device management for security and security compliance

• Migrated to Microsoft Exchange Online and Office 365, enabling mobile users to improve communication and collaboration

Indiana University, Clinical Affairs Information Technology Services Manager of IT Planning 2009 – 2015

All Health Science schools at Indiana University with 17 campuses throughout Indiana Responsible for all aspects of technology-related projects and initiatives involving the Indiana University Health Science Schools, the university, and our external healthcare partners. Responsible for the overall technology vision of the school. Worked closely with the CIO, school, and executives from University Informations Technology Services on several projects and initiatives including strategic planning for departments within the schools. Built relationships with university and external healthcare partners to improve communications and collaboration.


• Lead the development of Clinical Affairs Information Technology Services by forecasting financial cost models and information analytics, leading advisory committees and consolidating services PROFESSIONAL EXPERIENCE (continued)

• Developed and implemented strategic design and governance within the IU School of Dentistry

• Partnered with Research Technology to provide infrastructure and programming support for the Proteomics Core, saving over $500,000 and improving performance and reliability Marc R. Wilson

1174 E. County Road 25 South

Greencastle, IN 46135


• Active member of the IT Manager’s Council, improving communication and collaboration between university IT and edge-based IT

• Executive member of the Centralized Endpoint Virtualization Committee, developed the strategic direction for the use of virtualized desktops and applications within the university and evolved into the nationally awarded service called IUanyWARE

Indiana University School of Medicine

Manager of Support Services 2005-2009

IU School of Medicine, largest public School of Medicine in the United States with 17 campuses throughout Indiana

Provided leadership for workstations, servers, faculty and staff members in support of the school’s academic, clinical, and research divisions with 7,000 faculty, staff and students across multiple locations throughout the IU network and the state of Indiana -- Provided direction for support services including client relations, assessment of client needs, and the establishment of policies and procedures. Worked directly with the CIO to define the strategic direction for technology at the School of Medicine and the Health Sciences initiative. Served as financial liaison for the department by developing and monitoring the annual budget. Built key relationships with external healthcare partners to improve problem resolution and responsiveness


• Established service levels, defined and modeled the unit’s definition for client service, established accountability, encouraged teamwork and rewarded staff

• Cultivated relationships with UITS staff to improve understanding of the School’s operations resulting in improved communications and improved levels of service

• Instituted a well-defined lifecycle desktop replacement program and deployment process that balanced desktop replacement workload for staff

• Redesigned the server farm incorporating virtual servers for improved utilization of physical hardware including $25,000 in annual savings on equipment costs

• Improved change control processes and standardized the builds for all servers, which resulted in improved response to server requests, improved disaster recovery, and enhanced business continuity processes.

• Retired aging Storage Area Network (SAN) and contracted with the University Technology group to provide SAN storage, which generated an initial savings of $170,000 for the school and $30,000 savings annually


Purdue School of Engineering and Technology

Manager of Academic Computing 1996-


An engineering school with 3500 staff and students across multiple buildings on the IUPUI campus Operational Manager for 15 employees and department budget -- Responsible for all aspects of educational and research computing resources. Designed, implemented, and supported the school’s workstations, networks, routers and servers, including over 800 workstations in computer labs, faculty and staff offices -- Accountable for the Network, disaster recovery, data backup, virus protection, OS patch management, WINS, and DNS.

Marc R. Wilson

1174 E. County Road 25 South

Greencastle, IN 46135


• Implemented new network architecture improving LAN performance and reliability.

• Evaluated and developed technologies that allowed a quicker implementation of new software requests within minutes instead of days


PURDUE University, West Lafayette, Indiana

Bachelor of Science, 1980

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