Senior IT Manager Customer Service Excellence

William C. Marston

* ***** ** ******, **. *****

508-***-**** ****.*******@*******.***

PROFESSIONAL SUMMARY

Energetic and results driven Senior Level IT Manager in the customer service arena. Proven track record of streamlining customer service within organizations, directing team members to succeed, and providing business leadership. Extensive experience in Customer Service, Change Management, Incident Management, managing vendors, improving process, developing training programs, and managing teams through challenging fast paced environment.

Budget Management Call Center Change Management Chronic Management Incident Management

Customer Service Customer Satisfaction Client/Internal/Vendor Communications Continuous Improvement

ITIL KPI’s Proactive Solutions Problem Management Problem Solving Process Improvement

Resource Management Schedule Creation Service Level Agreement (SLA) Strategic Planning

Team Leadership Technical Content Vendor Selections Vendor Relations

PROFESSIONAL EXPERIENCE

Natick High School Nov 22 – April 23; Sept 2024-Present

Substitute / Para Teacher

Support students with diverse learning needs by providing individualized and small-group academic, behavioral, and executive-function assistance in inclusive classroom settings.

Collaborate with teachers and support staff to implement IEP accommodations, monitor student progress, and foster a positive, structured learning environment.

Vista Higher Learning April 2023 – July 2024

Manage a Team of 2 Technicians, providing support to 500 End users.

Provided "best practices" model of the entire support process.

Managed 3rd party vendors and outsourced relationships.

Setup 1 on 1 with Team on a weekly basis.

Setup daily huddle to review tickets, Inventory, projects, metrics, etc.

Established Surveys with the Business on a weekly basis.

Setup Lunch & Learns for the Business on ‘hot topics.

Decreased the ticket queue by 70% within the first 3 months.

Started Change Management program.

Started Problem Management program.

Implemented 3-strike rule on tickets to ensure timely resolution on issues.

SOP’s review and creation focus with team.

Involved with establishing processes for the TEAM with SOC2 (Auditing).

Implemented 3-strike rule on tickets to ensure timely resolution on issues.

Established Inventory process.

Meet with End Users weekly to discuss any IT issues that they may be experiencing.

Established Vendor Management program.

Setup Training for the Technicians to broaden their technical skills.

Five Start Quality Care Feb 2015 – July 2022

Manager of Service Desk

Provided "best practices" model of the entire support process.

Managed 3rd party vendors and outsourced relationships.

Personnel management for up to 6 people in a fast-paced, dynamic atmosphere.

Function as the final point of contact for escalated desktop, laptop, mobile, and printing issues.

Maintain direct lines of communication with IT senior management and cross functional teams.

Strategic planning for resource allocation and process management.

Assigned to manage Desk Side Services one month after hire.

Assigned to lead Problem Management and Chronic Management for IT Organization.

Assigned to oversee Nadastra (3rd party provider) who executes User Access setup and issues.

Decreased ticket queue down in L2 Support by 60% in 6 months.

Decreased Mean Time to Resolve (MTTR) tickets decreased by 26%.

NWN / L2 Survey results achieved 95% on a consistent basis.

Developed program to meet with Senior management personnel from the Business to capture areas where IT can improve.

Developed Survey program to send out to approximately 4500 users to gather information on how IT can improve their processes to better support their line of Business.

Established Training program between L1/L2 Teams to work on Top 3 escalated items so that we could better service the Business.

Vital participant in getting SN password reset process implemented out to the organization. Approximate cost savings to the overall business is $36,000 annually.

MPS initiative – lead program to interview vendors, select a vendor and initialize a Manage Print Services program for the business. this program saved the company over $500,000.00 annually.

Copier initiative – lead program to consolidate all copiers across Enterprise. This program had many benefits, including cost savings, vendor management and we were able to control the purchase of these copiers. We eliminated several hundred leases that cost the company thousands of dollars.

Involved in IT general control testing (ITGC) for SOX 404 auditing. My focus area included change management procedures applied to specific financial system implementations during the period; change management procedures sufficient to support a benchmarking strategy; and periodic monitoring of application security, including separation of duties.

Strategic initiatives included: building SOP’s, SLA’s, Service Catalogue, Roadmap for 2021, VIP Support (White glove service), Leadership Development Program, Severity 1 process.

Coldwell Banker Residential Brokerage Real Estate Broker June 2014- – Feb 2015

Licensed Broker selling Real Estate in the following communities: Natick, Framingham, and surrounding towns in the MetroWest area.

New England Patriots May 2013 – May 2014

Director of I.T. Operations

Responsibility included managing 6 Technicians, 600 PC’s, Network and Telecommunications. Managed day-day scheduling and work of technicians.

Responsibility included hiring Co-Ops every 6 months as part of the Ongoing Helpdesk Program.

Processed approximately 1000 tickets per month.

Implemented cross-training for Team.

Implemented Continuous Improvement Initiative with the Group.

Responsible for Game Day coverage for Patriots, Revolution, Concerts, and Special Events.

Created and maintained standards for new components to the Network as well as the removal of old components from the Network.

Project plans and implementations.

Created and Maintained policies and procedures.

BJ’s Wholesale Club, Inc. June 2003 – Feb 2013

Manager of (Director) Helpdesk & Computer Operations

Managed a team of 32 Help Desk & Operations Support Staff.

Supported 200 Clubs, 110 Gas stations, 3 Large Distribution Centers, and 1000 Home Office Users.

Implemented Automated Call Distribution System in the Helpdesk. This aided the team in more efficient and better distribution of calls as well as providing better metrics to capture what type of calls we were receiving on a daily basis and to be able to measure the team in areas in which we needed to improve.

Implemented Club Visit program with the Helpdesk Management Team to build better relationships with Club Management and to better understand some of the challenges that they face on a daily basis.

Developed Scorecards to provide the Support Analysts with a Monthly update on their performance. The metrics used were developed from ITIL foundations.

Implemented RCA program into the I.T. organization so that Major events would be determined, assigned, and stabilized. This also held I.T. teams accountable.

Project Review – ensured all projects were trained; policies and documentation completed prior to implementation to confirm Helpdesk was ready to provide support to the business.

Key Contributor in System Stabilization Initiative to continuously improve the Applications and Hardware functionality to decrease the impact to the Business.

Decreased Ticket Que by 86% to better support our customer base and to help aid in supporting ‘real’ issues.

Responsible for the hiring and termination of employees and providing annual Performance reviews.

Developed IDP and Objectives for individuals in relation to Business, Career, and Personal Development.

Desktop

Supported 190 Clubs, 110 Gas stations, 3 Large Distribution Centers, and 1000 Home Office Users

Devices in the enterprise were approximately 4000.

Acted as the company’s custodian of all Microsoft licenses under the Enterprise Agreement.

Oversaw several desktop rollout projects to ensure smooth implementation.

Served on the company’s PC Roadmap Committee to determine the hardware standards and pricing for the current preferred PC vendor.

Technical Environment in which the Desktop Team supported:

AS400, Network, Lenovo Laptops, Desktops, UNIX Hardware, KVM Switches, POS (Registers & Self-Checkout), Access Points / Aruba Controllers, and Network Switches and several Software Applications

Change Management

Introduced Change Management to the I.T. Organization. This consisted of weekly meetings, developing processes from the beginning, and working with the IT organization to evolve Change Management throughout the Organization. Metrics and reporting were also delivered to Senior Level Management on a weekly basis.

Introduced consistent processes across all groups that will allow for a repeatable solution for scalability when new clients are on-boarding.

Also was backup for the Incident/Problem Manager, executed the daily production meeting, created and monitored root cause analysis, and reporting to IT Management.

EDUCATION

BS/BA MIS

Suffolk University, Boston MA

Training & Development

Member of HDI (Helpdesk Institute) / Member of SIMs Desktop & Helpdesk Group

Technical Skills

Microsoft Office, Project; ITIL V3 Foundations 2011 Certified

Interests

Member of PTO in Natick / Organizer for Several Fundraisers for Various Organizations

Hockey School Director / Volunteer - Fernald Developmental Center in Waltham

References available upon request

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