Technical Support It Service

MARKO TASKAS

Pickering, Ontario 416-***-**** *******@******.***

Professional Profile:

• IT Professional with over 20+ years of extensive experience in system analysis, technical support and project coordination

• Extensive experience with Microsoft Windows operating systems and applications (Excel, Word, Sharepoint)

• Experience with VPN, SMS, SCCM, Citrix XenApp and LYNC communication applications

• Extensive experience with various email applications including Lotus Notes and Exchange

• Extensive experience with Remedy, ServiceNow, Clarity and ITSM based on ITIL practices

• ITIL v3 Service Strategy, service design, service transition, service operation and continual service improvement.

EMPLOYMENT EXPERIENCE

July 23 – Present FOODTASTIC, Mississauga, Ontario Director, IT Operations

• Led a team of 3 direct reports focused on end-user experience, fostering professional development and high engagement.

• Defined and implemented strategic IT transformation initiatives, partnering with business leaders to enhance support processes, manage escalations, and improve IT service delivery.

• Developed and maintained IT service excellence processes, policies, and systems, collaborating with IT teams to ensure daily and long-term efficiency.

• Managed the Security team to implement best practices and ensure compliance with industry standards.

• Led continuous improvement efforts to enhance employee IT experience and interaction.

• Directed IT strategy and integration projects for acquisitions, ensuring seamless integration of systems and processes.

• Established the long-term vision for end-user computing, defining key performance metrics to measure success.

• Negotiated and maintained relationships with MSPs and vendors, securing critical infrastructure projects and services.

• Developed and executed Disaster Recovery and Business Continuity plans, ensuring rapid recovery of IT systems during downtime.

• Managed the implementation of Digital Technologies and Azure Cloud Platform, optimizing IT infrastructure.

• Analyzed data and trends to identify and address potential risks and opportunities, driving business performance.

Apr 22 – July 23 TASKUS, New Braunfels, Texas - Remote Vice President, IT Operations, Americas/Europe

• Led a team of 2 direct and 25 indirect reports across the US, Latin America, and Europe, improving end-user experience and developing professional growth.

• Managed strategic IT transformational initiatives, partnering with business leaders to enhance support processes, manage escalations, and drive continuous improvement.

• Developed and maintained IT processes, policies, standards, and systems that ensured excellence in service delivery across global regions.

• Collaborated with the Security team to review and implement security protocols, safeguarding the company against potential cyber-attacks.

• Successfully contributed to a cross-functional team of 10 to complete a major ERP system upgrade for over 250 users on time and within budget.

• Led continuous improvement efforts focused on enhancing employee IT experience and interactions, driving higher satisfaction levels.

• Defined and executed the long-term vision for end-user computing, setting and monitoring performance metrics to improve efficiency.

• Managed the integration of digital technologies, including migrating on-prem applications to Azure Cloud, enhancing operational agility.

• Analyzed data trends and business needs to identify risks and opportunities that could impact IT and business outcomes.

• Established a comprehensive service information framework and knowledge base to streamline asset, user, and system management, improving IT service delivery.

• Directed the design of new processes to ensure strategic alignment with business objectives and identified opportunities for innovation.

• Managed and reviewed Operating and Capital expenditures across all GEOs, ensuring budget compliance on a monthly, quarterly, and yearly basis. Dec 18 – Apr 22 CONCENTRIX, Oshawa, Ontario

Director/Senior Director, IT Operations, North America

• Led a team of 7 direct and 70 indirect technical analysts across 45 North American sites, improving team performance through targeted skill development and trust-building.

• Conducted performance reviews and developed management skills of direct reports to foster stronger collaboration with infrastructure and business teams.

• Partnered with the security team to implement enhanced security measures, mitigating potential risks and ensuring ongoing compliance with evolving policies.

• Conducted vulnerability assessments and risk analysis as part of a cross-functional security team, improving the company's cybersecurity posture.

• Collaborated with a 15-member cross-functional team to successfully upgrade the ERP system for 500+ users, delivering the project on time and within budget.

• Negotiated with vendors to secure cost-effective technologies and outsourced services, reducing expenditures while maintaining high-quality standards.

• Led digital technology initiatives, including migrating on-premise applications to Azure, driving cloud adoption across North America.

• Directed design and implementation of new processes to ensure alignment with strategic initiatives, integrating technology impacts effectively.

• Managed data centers across North America, ensuring efficient operations and compliance with industry standards (PCI, SOX).

• Oversaw the North American budget, managing operating and capital expenditures on a monthly, quarterly, and annual basis to ensure financial alignment with strategic goals.

• Collaborated with PCI and SOX clients to maintain full compliance with regulatory standards. Aug 17 – Dec 18 CONCENTRIX, Oshawa, Ontario

Senior Manager, IT Delivery, North America

• Led a team of 30 technical analysts across 17 North American sites, improving efficiency and cross-site collaboration.

• Conducted performance reviews and provided actionable feedback to drive team development and performance.

• Developed supervisory and management skills for leaders, fostering trust and alignment between technology teams and business units.

• Collaborated with technical and non-technical stakeholders to ensure solutions met project and business requirements.

• Analyzed and evaluated North American initiatives, aligning technical solutions with business needs to drive successful outcomes.

• Managed the implementation of change management projects, ensuring seamless transitions and stakeholder buy-in.

• Oversaw the migration of on-premise applications to Azure for North America, leading cloud and analytics projects that enhanced system scalability. Apr 14 – Jul 17 BMO FINANCIAL GROUP, Toronto, Ontario Technical IT Project Coordinator – Contract

• Led the successful upgrade of 350+ M&I servers across the US, ensuring timely execution and minimal downtime.

• Spearheaded the deployment of 4,000 iPads to Canadian branches, improving operational efficiency and customer service tools.

• Directed the rollout of Windows 7 to over 5,000 users, ensuring seamless transitions and reducing disruptions.

• Served as the Technical Delivery Lead, overseeing project tracking, reporting, and escalation to management to ensure project milestones were met.

• Managed and mentored a team of 15 rollout technicians, enhancing their skills and improving deployment efficiency.

• Contributed to infrastructure and network planning for multi-site build rooms, enabling the simultaneous imaging of 100+ machines to meet scaling demands. May 04 – Mar 14 EXXONMOBIL CANADA, Toronto, Ontario Senior Project Coordinator – Permanent

• Led the coordination and delivery of major projects across Central Canada, including the successful rollout of Windows 7, Lenel Security Systems, and SCCM.

• Provided day-to-day guidance as Senior Technical Lead for the Desktop Operations group, supporting 50-80 remote analysts and serving as the primary escalation point for technical issues.

• Designed and implemented in-house processes for security, controls, and ITIL-based service lifecycles, improving operational efficiency.

• Developed and executed safety plans to ensure secure desktop deployments and operational strategies.

• Acted as the primary escalation point for facility and data center operational issues, resolving critical incidents swiftly.

EDUCATION/TRAINING

SENECA COLLEGE OF APPLIED ARTS & TECHNOLOGY, Toronto, Ontario Diploma: Computer Programming and Analysis Program

Contact this candidate