Edward Marcus Email & Phone Number

New Jersey

Ensure all IT changes submitted from various national groups within Pearson (e.g. IBM, Applications, Network and Infrastructure) are reviewed / approved and processed throughout each business day in compliance with the ITIL framework.Chair Change Advisory board (CAB) meetings daily to ensure that all changes are scrutinized for accuracy prior to going into the production environment. Track all trends for root cause purposes, communicate updates to affected parties, ensure that all global quality standards are adhered to.Work with 3rd party software providers for problem resolution, maintain high level of customer service / satisfaction and collaborate with senior level colleagues on all release upgrades and communicate results via formal implementation review sessions.Consolidated the Change management function resulting in change ticket reductions that resulted in a decrease of overall volume netting an ongoing savings of 400K per year

New Jersey

Review approximately 500 changes on a monthly basis and ensuring that the user community is also represented during the entire review / notification process.Responsible for participating in ServiceNow / Remedy upgrades / implementations, process enhancements, collaborating with all National / Global groups / offshore Helpdesk and ensuring that excellent customer service remains a constant at all times. Instrumental in helping the organization adopt technology and process standards including the adoption of the ITIL framework. Assisted in migrating the organization from regional processes using multiple tools to a unified set of standard IT global processes based in ITIL framework and the singular standard ITSM tool ServiceNowManaged Global outsourced Service Desk

New Jersey

Responsible for approximately 30,000 clients both national / international by providing world class 7/x/24/365 support, work closely with all level 2 organizations (e.g. Desktop support Network & Voice, IBM and Infrastructure), respond to 30,000 client calls / requests per month, ensure that existing SLA’s are adhered to, conduct formal client progress review meetings and ensured that all standards were adhered to and measured. Participated in established Human Resources activates on an ongoing basis (e.g. salary compensation, job description development, appraisal y writing, hiring process and participated in several senior management committees.Interact with senior management on a daily basis on urgent matters (e.g. application failures, SAP issues, Network LAN / WAN failures and virus / security issues). Provide a proven reporting structure that enables management to monitor and track employee performance (e.g. time tracking). H/D transition to SDParticipated in changing from the existing Helpdesk to a Service Desk model that dramatically improved overall customer service as well as saved the company approximately $1,000.000 annually. In addition to daily Helpdesk responsibilities, I was responsible for:o All hiring and staff development / work closely with HR o Maintain and procure new Helpdesk business and ensure that client satisfaction remains higho Work closely with in-sourced vendors to ensure continuityo Maintain the Helpdesk ticketing package o Participate in the planning / budget process

New Jersey

Overall management responsibility for four (4) functional areas (Global Helpdesk, Desktop support, PC project team and Network administration which included a staff of 35 employees / consultants with direct responsibility to senior management.Responsible for over 10,000 clients both national / international by providing Helpdesk support, Voice services, Network administration, PC repairs / installation and insured that all SLA’s were met.Acted as the primary liaison to all Panasonic sales companies nationwide and was the focal point of contact for all client related international issues. Received in access of 15,000 client calls / requests per month and achieved less than 5% abandon call rate and a resolution rate of approximately 80%. Formed “resolver” groups within MIS for formal resolution, replaced existing Helpdesk software and ensured that a client first ethic was followed throughout MIS.

New Jersey

Responsible for managing the Data Center on a 7x24x365 basis which included a staff of 30.(e.g. Operations, Production Control )

Greater New York City Area

Held several positions within the Data Center and the final three (3) years was responsible for managing the Data Center on a 7x24x365 basis which included a staff of 25.

Help Desk

Activities and Societies: ITIL Foundation(e.g. IBM, Helpdesk Institute, Company Sponsored, ServiceNow ITIL Framework )

Education record