Hugh Marsh, Psm Email and Phone Number
Hugh Marsh, Psm work email
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Hugh Marsh, Psm personal email
ITIL V3 Expert - V4 Managing Professional• Envisions and articulates connections between business and technical services, as well as their supporting processes and requirements. • Integrates ITIL concepts into practice to improve service support and delivery.• Improves customers’ return on value (ROV) through structured service definition and design.• Implements ITIL service based architecture (SBA) responsive to business needs.• Designs, implements, and administers technical innovations in service support.• Over 20 years experience demonstrating skills and talents across multiple customer environments and platforms.
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Change And Configuration Manager - U.S. Marshals Service - Bae SystemsBae Systems Dec 2020 - PresentLondon, Gb
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Itsm Analyt - U.S. Marshals Service ContractBlackstone Technology Group Apr 2020 - Dec 2020San Francisco, California, Us -
Itsm Problem Manager At SecCsra Inc Nov 2017 - Apr 2020Falls Church, Va, Us• Defined, recommended, and implemented problem management process enhancements including adding known error database structure, processes, workflows and reports. Reduced backlogged problem investigations from over 100 to less the 10.• Created the Problem Management Process Owners Group chartered to meet over-arching process governance and support needs.• Established an Agile friendly iterative approach to Continual Service Improvement (CSI) initiatives for Problem Management that has become the template for other initiatives such Major Incident Process implantation.• Contributed ITIL expertise to integrate initiatives for Continual Service Improvement (CSI), Incident Management (IM), Service Level Management (SLM) Configuration Management (CMDB), Risk Management, and Event Management. -
Itsm - Problem ManagerCarefirst Bluecross Blueshield May 2016 - Apr 2017Baltimore, Md, Us• Reduced active problem queue by 72% from 223 to 62. Reduced the average duration of problem life cycle from 92 days to 15 days. Matured Problem Management process by expanding it to include Known Error Control.• Expanded Problem metrics to include status and tracking of matured processes. Contributed to semi-weekly presentations reporting the expanded metrics to the technical support leadership.• Championed ITIL processes by leading and completing 9 Continuing Service Improvement (CSI) initiatives facilitating process maturation in Incident, Knowledge, Availability, Service Catalog management.• Championed ITIL Processes and provided support for other Process Managers. -
Itil Expert, National Library Of Medicine - Nih Support ContractAac Inc Jul 2013 - Mar 2016Vienna, Va, UsProcess Improvement/Knowledge role and responsibilities:: • Leading process improvement efforts identified through operations • Improving Project Management processes, internal trainingITIL Champion role and responsibilities: • Champion ITIL Processes • Write process documentation • Formulate KPIs and metrics • Lead working groups and teams to tailor processes to NLM • Make presentations, lead meetings, and train to tool and processesITSM Tool Expert role and responsibilities : • Become Expert on the tool - should be able to visualize and design solutions within the tool to solve business problems. • Requirement Analysis/Business Analyst role - identifying the requirements and formulating solutions • Designing and modifying workflows • Designing and modifying screens • Writing SQL queries, SQL Stored procedures and User-Defined Functions (UDFs) as necessary to solve specific issues • Directing the ITSM Developer • Managing the project • Creating reports • Writing documentation, conducting training • Managing system upgrades • Designing and writing CMDB federation scripts -
Itil Implmentation & Remedy AdministratorBae Systems Information Technology Formerly Digitalnet/I-Net Oct 1996 - Jul 2013Falls Church, Virginia, Us• Improved governance of support services through design, implementation, administration and review of BMC Remedy IT Service Management (ITSM) and related systems. • Contributed to three consecutive perfect 5.0 Quality Initiative Program (QIP) ratings by designing and facilitating implementation of ITIL best practices through Remedy upgrades from 5.5 to 7.0 and then 7.6.4. • Developed proposals for service expansion to improve ROI and ROV which won the customer’s approval, funding, and confidence. • Earned acclaim from technical leads and COTR by representing the Antitrust Division in Department of Justice level work groups to create USDOJ standards.• By request from the Assistant Attorney General (AAG) and the Executive Officer awarded corporate Service In Action award for support services consistently meeting the complex requirements of the AAG and his staff. -
Office Automation AnalystBae Systems Information Technology Formerly Digitalnet/I-Net Jun 1996 - Oct 1996Falls Church, Virginia, UsLinens ’n Things Corporate Headquarters Contract • Corrected service problems by establishing and documenting standards, procedures, and agreements (SLAs) for desktop support of corporate offices. • Improved office automation by leading technology upgrade to implement first Windows desktop e-mail system for the office and migration from OS2 to Microsoft products. • Satisfied customer concerns, expectations, and needs resulting in contract transforming from probationary to expanded support thereby doubling the size of the contract.
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Office Automation AnalystBae Systems Information Technology Formerly Digitalnet/I-Net Mar 1993 - Jun 1996Falls Church, Virginia, UsOffice Automation Analyst March 1993 – June 1996 U.S. Senate Contract• Delivered superior services to the U.S. Senate which upper management reported were instrumental in developing over $1 billion in additional business opportunities. • Consistently met or exceed SLAs through managing software service support team covering 10,000 users in 150 DC and 250+ state offices.• Expanded contractual software support coverage from 35 to over 140 standard software packages without increased labor cost. • Reduced support complications by analyzing risk and configuration issues for new applications.• Improved support effectiveness by designing, implementing, and administering support lab to test and troubleshoot expanded range of software packages. • Enhanced knowledge management for support staff by designing and implementing online documentation system.
Hugh Marsh, Psm Skills
Hugh Marsh, Psm Education Details
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Pennwest EdinboroComputers Science -
Pennwest EdinboroSocial Work
Frequently Asked Questions about Hugh Marsh, Psm
What company does Hugh Marsh, Psm work for?
Hugh Marsh, Psm works for Bae Systems
What is Hugh Marsh, Psm's role at the current company?
Hugh Marsh, Psm's current role is BAE Systems, ITSM Analyst - U.S. Marshals Service -.
What is Hugh Marsh, Psm's email address?
Hugh Marsh, Psm's email address is le****@****eed.com
What schools did Hugh Marsh, Psm attend?
Hugh Marsh, Psm attended Pennwest Edinboro, Pennwest Edinboro.
What are some of Hugh Marsh, Psm's interests?
Hugh Marsh, Psm has interest in Itil, Iso 20000, Bmc Remedy, Irish Music.
What skills is Hugh Marsh, Psm known for?
Hugh Marsh, Psm has skills like Itil, It Service Management, Bmc Remedy, Process Improvement, Information Technology, Help Desk Support, Governance, Security, Disaster Recovery, Program Management, Incident Management, Service Desk.
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