Marco Foster Email & Phone Number

Greater Chicago Area

I manage the Service Desk for a large scale engineering design firm that specializes in Nuclear and Fossil power. We support around 3000 users with standard to high level computer issues with our Help Desk by resolving over 90% of calls during the first interaction. Also my position includes training new employees, ITSM management, managing manhours and overtime budgets, solving day to day issues, and doing year end employee reviews. Over the years I have overseen many projects, from ticketing and phone system upgrades, Operating Systems, patch management to name a few.

I worked with other Support Center analysts and Senior Technicians to understand company support needs. Resolved calls that have been escalated in the Call Tracking system; assumed primary responsibility for workstation support; provided hands-on and remote controlled workstation support services; provided expertise on support services when requested by peers and clients. Created workstation images; lead/participated in Hardware & Software deployments; Hardware and Software procurement and disposal.

I assisted in managing 11 stores in the Chicagoland area and primarily managed the Schaumburg location. My position entailed setting monthly sales goals for staff, managing monthly financials, training new hires, and taking care of any customer service issues escalated from the store level. I consistently met monthly store goals with an average of a 10 to 15 percent increase from the previous year’s store numbers.

As store manager my tasks were to open and close the store, to mentor existing sales associates, take care of store financials, deal with in-store customer support, and sales.

Supported 170 users by maintaining the functionality of their workstations, printers, and their network equipment throughout 15 offices in Chicago area.

Education record

Activities and Societies: Basketball

Education record

Activities and Societies: Track Team, Chess TeamAlso maintained the Brother Rice Website from 1998-2000