Lucas Marsico Email & Phone Number

Buenos Aires Province, Argentina

Ashburn, Virginia, Us

I have had the privilege of leading and managing complex projects in the dynamic field of IT services and solutions. Over the course of my career, I have demonstrated a relentless commitment to delivering outstanding results for clients and consistently exceeding expectations. My experience has equipped me with a diverse skill set, honed through numerous successful implementations, and has shaped me into a proficient leader in the industry. My journey as an Implementation Services Manager has been marked by a passion for delivering value to clients and a dedication to the art of project management.Skills developed on this role:● Leading and managing complex implementation projects in the dynamic field of IT services and solutions for the biggest companies in the world like Zurich, Pfizer, RTX, FEMSA, Shell, Philips, and others.● Accountable for the successful transition of the IT service operation in scope, plus the successful transformation of the customer's environment using the designed solution to significantly improve service levels and reduce the operating costs.● Review contracts and develop strategic implementation & transformation plans according to the environment of the client.● I have crafted and executed strategies to drive customer adoption and use of the implemented IT services for each project, developed customer-facing skills representing DXC within a customer’s environment, and I was able to drive discussions with senior leadership regarding incidents, trade-offs, scope changes and risk management presenting metrics and project results at steering committee level.

Houston, Texas, Us

● Responsible for IT Transition & Transformation project planning and management rolling them out based on the requirements and service levels agreed between HPE and its clients.● Working with internal and external teams, program/project managers, engineers, technical writers, and architects in support of implementing IT Service Manager tools and Service Desk Services for existing and new clients.● Documenting project managers best practices and developing process templates for the organization team.● In control of interdisciplinary project implementation at a regional/global level. In charge of operation move, resources leadership, customer communications and expectation set on the project scope, and financial and budget control. Actively involved in the pre-sales team in the development of Due Diligence processes

Palo Alto, Ca, Us

● Developed senior management relationships with the customer, strategies and processes in areas such as performance metrics, escalations, change management and communication, and customer satisfaction surveys.● Main contact for operational & tactical issues representing delivery of Service Desk to the customer. Manage customer expectations by developing performance metrics & reporting.● Hiring, leading and providing managerial & technical expertise to cross functional team to ensure performance goals are met for all in scope services: identifying & analyzing gaps to develop & implement corrective actions plans as continuous improvement.● Consults in presales & change order negotiations, representing & approving delivery capability & cost solution.● Unification of teams after the merger of EDS and HP.

West Hartford, Us

● Responsible for ensuring the compliance of operational and business processes into the Service Desk, supporting clients from different industries, applying the corresponding corrective actions and improvement plans to get high levels of service quality and customer satisfaction through the Continual Service Improvement process. ● Implementing ITIL processes to improve the service operation.● Use of multiple ticketing systems like Remedy, Vantive, Openview and Peregrine ServiceCenter.● Supervisor of more than 40 Service Desk Agents, Team Leaders and backoffice, aligning organizational objectives to the team giving regular performance feedback and coaching. ● Analysis of the information obtained from the business development, in order to seek a continuous improvement, supporting from the technology area to the customer growth.● Forecasting and dimensioning the operation, to manage workforce issues and to find and avoid future negative events and prevent common problems.● Monitoring IVR and call routing profiles from the PBX.

West Hartford, Us

West Hartford, Us

Engineer'S Degree, Electrical And Electronics Engineering

Copc Certified, Customer Operations Performance

Itil Foundations Certified, Itil Foundations

Education record

Education record