Carmela Marco Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

• Responsible for all aspects of IT Service Management including incident management, problem management, change, release, reporting management and Service Desk.• Build a team with appropriate competencies and skillsets to deliver services that meet and strive to exceed business expectations. Lead the team towards a high-performance culture.• Building strong partnerships with various groups including IT operations, infrastructure, application engineering, partners and business teams to further strengthen the overall effectiveness and efficiency of IT.• Leading IT service operations for Orion Health’s North American customers and providing guidance and leadership regarding IT service management best practices across global operations in Europe, Middle East, and Asia-Pacific.• Directed all aspects of IT service management including planning, budgeting, staffing, scheduling, monitoring, and reporting across US, Canada* Formulated long-term IT service management objectives while managing day-to-day operations.* Negotiated Service Level contracts with Customers, Vendors, and Partners effectively.Provided leadership in times of crisis or change initiatives as an IT service management escalation across multiple regions.* Participated in annual audit reviews [HITRUST], track deliverables and provide updates.

Toronto, Ontario, Canada

• Selected and manage third part vendor for a variety of applications in supporting our needs and to achieve success for our customers, partners, and employees. Applications such as PagerDuty, Jira Service Management, FootPrints, Freshservice, Freshdesk, Keeper, and OpsGenie.• Manage and build high performing teams, coaching, responsible for recruitment and performance evaluation of a team of 7. The US Service Desk supports our clients and employees globally and the IT Service Delivery Analyst assists with the Service Management processes and procedures. • Building partnerships and collaborating with Privacy and Security, Operations, Infrastructure, Professional Services Group, Executive management team, Service Desk, IT, and Service Management to strengthen the success of Orion Health’s ticketing tool and ITIL processes and procedures. • Identify and delivery service improvement activities through process improvement, analyzing data and innovative thinking and elicited requirements leading to process change.• Provide oversight and direction to the Operations teams to ensure the services meet defined service level agreements.• Ability to effectively manage multiple, concurrent initiatives and drive projects to completion, by implementing best practices for improving operational efficiency while ensuring quality standards are met.

Toronto, Canada Area

• Responsible for building, managing, and implementing a new Service Desk team which included telephony, ITSM ticketing tool configurations, documenting process and procedures, training, and testing with clients within three months for MOHLTC and 8 months for Alberta Health Services.• Responsible for continuous service improvements efforts relating to the ITSM ticketing tool functionality and enhancements.• Assisted with developing and ensure compliance to Incident, Problem, Change and Release Management processes and procedures.• Maintain and deliver KPI reports internally and externally as per contract for each client ensure Service Levels are achieved.• Documented and communicated monthly system maintenances and or releases to end users. Maintain contact management list and email distribution list for over 500 end users and clients.• Line management responsibility for a team of 3 Service Desk Agents. Involving recruitment, managing objectives, scheduling, team building, performance, training, and coaching.• Collaboration with Orion Health cross-functional and cross-regional teams, client, and vendors on a variety of initiatives and support.

Toronto, Canada Area

• Developed, championed, and implemented an innovative Service Delivery and Service support (Incident and Problem Management) for both our Canadian and American call centers. Including vendor negotiations, client relationship, telephony, TTY, desktop, ITSM Service Management ticketing (FootPrints and ServiceNow) system and disaster recovery requirements.• Line management responsibility for a team of 13 Service Desk Analysts, reporting analyst, technical writer, manage TELUS Service Desk (outsourced) for our Canadian clients and manage HP Service Desk (outsourced) for our US clients. Involving recruitment, managing objectives, scheduling, team building, performance, goal objectives and personal development through training, coaching and appraisals.• Successfully defined, researched, and implemented technologies, standards and best practice to enhance average speed of answer, talk time, maintain abandon rate, increase overall customer satisfaction and meeting all SLAs for each client in a 24*7*365 support environment.• Conceptualized and adopted innovative ideas in handling projects to align with both IT operations and company goals and objectives as well as in developing and implementing standardized training manual to improve call center efficiency, documentation, and customer satisfaction.• Delivering meaningful service reports, training, documentation and presenting weekly, daily, and monthly reviews between SecureKey Technologies and the multiple clients, such as the Government of Canada, Government of British Columbia, United States Government, United Postal Service, MasterCard, Enstream (RIM), Royal Canadian Mint, BNS, TD, BMO, CUETS and Tangerine as per the contract agreement as well as internal employees.• Collaboration with IT resources, developers, QA analysts, sales representatives, project managers, vendors, technical writer, reporting analyst, executive management, and current and potential clients.

Thornhill, On

• Successfully defined, researched, and implemented technologies, standards, IT operations and best practice to enhance average speed to answer, improve first call resolution (80%), minimize abandon rate, and increase overall customer satisfaction (94%) in a 24*7 support environment.• Hired, trained, supervised, and mentored 13 technical employees including a supervisor for Service Desk, Desktop Support, Operations and User Administration. Motivated staff to meet/exceed established goals and objectives by developing effective performance incentives.• Collaborated with business units to understand their needs and recommended innovative solutions to meet their requirements while maintaining the audit requirements.• Oversaw the purchasing and integrated Life Cycle Management of new hardware and software for head office and its remote locations across Southern Ontario.• Tracked and controlled a Customer Support operating budget of $2M and performed audits of all hardware, software and user administration policies and procedures.• Designed, implemented, and automated customer survey, Reports (Crystal), Knowledge Base, Service Request and Self-Service solutions.• Selected, evaluated, and maintained positive industry relationships with vendors (i.e. Dell, BMC, and Ricoh), which contributed to success in negotiations and our business requirements.• Established, implemented, and maintained a strong Business Continuity program for the organization, while reporting to the CEO. Coordinated and collaborated with all 12-business areas to achieve the end goal of the successful implementing the Business Continuity program.

Thornhill, Ontario

• Achieved consistently high levels of customer satisfaction through effective problem resolution of various applications by using LAN and WAN technologies in a mixed environment of operating systems (UNIX, Windows, and Novell) using Novell’s ConsoleOne, ZenWorks and VNC software.• Managed, configured, implemented, and planned yearly upgrades for Service Desk BMC software. • Successfully researched and logged all incidents/ service requests and maintained a recorded log in an orderly manner for easy access and search-ability by department personnel.• Planned and deployed operational duties to all business lines of business on daily, weekly, and monthly basis, including membership renewals, sales, and delinquent accounts.

Education record

Aligning The Business With It (Brm)

Itil V3 Foundation Certification

Education record

Certification

Project Management Certification

Itil V2 Foundation Certified

Education record

Education record