Marcus Lopez Email & Phone Number

London, United Kingdom

Key Achievements:• Assisting the transition of new IT accounts, resulting in a more robust approach and earlier customer satisfaction (Networking, Cloud Services, and Service Desk).• Facilitation of service improvement calls between clients and cross- functional internal stakeholders, to ensure that timelines and deadlines are adhered to.• Developing new reporting formats to showcase SLA and KPI achievement, to drive performance standards of internal teams and enhance the company reputation.• Focused efforts on increasing performance of Peterborough service desk team, through evidence-based feedback and GROW model coaching.• Identified organisational process gaps and developed / implemented new cross functional processes to remedy this.• Shared early learnings with new SDMs to accelerate their own onboarding.• ITIL V4 Foundation Certification.Key Responsibilities: • Operational performance responsibility to ensure CDW’s contractual obligation is met, and additional opportunities identified.• Identify and escalate any issue which exposes CDW to risk.• Develop relationships with clients and senior stakeholders responsible for services, incorporating regular site visits and review feedback from an unbiased perspective with a focus of implementing change for continual improvement.• Producing reports from complex technical data, including schematics and flow processes, assessing trends reporting to a non-technical audience.

Greater London, England, United Kingdom

A successful, enthusiastic process driven Service Delivery Manager who has operated at Senior level, progressively building a career predominantly in IT Technical Service Businesses. Strong commercial skills capable of working at tactical and strategic levels in a complex matrix organisation through careful objective assessment, and unfailing persistence on implementation, engaging stakeholders. A strong track record of delivery against tight timescales and budgets, implementing culture change, turning around underperforming Accounts through coaching corporate clients, customer retention, relationship building, cost reduction and performance improvement.Excellent communicator at all levels, and an ability to develop relationships quickly based up strong social skills and a focus on cost effective delivery. Strong man management skills and delivering on difficult challenges set.An inspiring and motivating individual who has transformed departments through active and consistent development of clients, whilst still maintaining control over deliverables, leading from the front, and helping others embrace change, and achieve world-class award-winning levels of performance. Style is very positive, articulate and congruent, who will always go the extra mile to achieve targets set. Excellent presenter at commercial settings and boardroom level.

London, United Kingdom

Key Achievements:• Significant contribution towards the doubling of client satisfaction rated scorecard status (from 3.87 in January to 7.8 in November 2018).• 20% reduction in service desk incidents 2018 vs 2017 through new ways of working in-line with ITIL framework, shift left methodology and continual service improvement. • Maximum rating of 10/10 received for “Incident Communication, Co-ordination & Prevention” during 2018 for the first time in Telrock history.• Personal recognition for significant improvement in client satisfaction received from senior leadership at the Q3 Town Hall meeting.• Positive performance trends achieved with a 33% reduction in service desk head count.Key Responsibilities: • Ownership of Priority-1 Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.• Monitoring, controlling, and supporting service delivery; ensuring systems, methodologies and procedures are in place and followed.• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.• Authored several Root Cause Analysis documents and led conference calls with clients (Problem Management) for Sev-1 incidents and putting incident prevention processes in place to improve SLA attainment and SLA Delivery.• Ownership of the Incident, Request, Change and Escalation processes, ensuring elevated levels of performance, accurate reporting / establishing service improvement activities.• Use of MY PHP admin and SQL search function to analyze system issues and identify the root cause of the infrastructure issue prior to a major incident.• Introducing checklists for the team to ensure all service critical tasks are completed.

Northampton, United Kingdom

Key Achievements:• Transitioned a new service desk function for a government body into an ITIL environment working within a SIAM model. • Implemented 20+ Continual Service Improvement initiatives in one year. Key Responsibilities:• Monthly service reports authored and presented at customer review meeting.• Managed and coordinated urgent and complicated support issues. • Escalation point for any Service Desk related issues. • Developed and matured the phone and ticket escalation processes • Root cause issue analysis and appropriate communication internal/ external customers. • Trained, coached, mentored, appraised and supported career development of Team Leader and Service Desk Analysts (Level 1 / 2) • Conducted regular ticket ‘Deep Dives. Developed and executed improvement strategies. • Ensure that the service desk is recognised as the single source of truth and service delivery channel for IT. Monitor/ manage phone queue. • Ensure the knowledge base repository contains up to date solutions to increase the first-time fix rate of the desk. • Develop an effective and workable framework for managing and improving customer IT support in the organisation. • Manage partner and customer relationships based on daily operational needs. • Production and maintenance of service desk procedures in accordance ITIL framework.

Milton Keynes, England

Day to day management of a team of First Line Analysts, my responsibilities include: * Global and Regional responsibility for SLA Attainment* Continual Service Improvement* Transition Management and Service Expansion* Stakeholder Management* Service Reviews* Quality management* Budget Management* End-to-End RecruitmentPI Certified - Predictive Index Course on Behavioural Science to help identify motivational needs of individuals and teams.

Milton Keynes, England, United Kingdom

Key Responsibilities: • Service desk team and service operations management.• Resolving escalations and customer satisfaction surveys. (Top 10 nationwide)• People development and team coaching. (GROW Model)• Reporting and trend analysis to feed into Service (continual) Improvement Plans.• Responsible for commercial and contractual compliance i.e. KPI and SLA deliverables.

Key Responsibilities: • Supervising team of 11: people management, conflict resolution, personal improvement.• Resolving escalated complaints to prevent Financial Services Ombudsmen intervention.• Project Management of new procedures and moving existing procedures off shore, ensuring all controls and risks are robust and adequate.• Chair meetings with client companies, investors, trustees, auditors, and other departments on operational and administrative issues.

United Kingdom

Independent Media Company, we produce high energy promotional videos for any brand, weddings, birthdays, YouTube Partnership (1.1 Million Video Views). Developed brand strategy and statistics systems. www.i-flyer.co.uk www.youtube.com/lowbudgettvRecent Brand Promotion Videos created Companies & Club Events:Grenada Independance Dinner & Dance 2011 for TV Broadcast in Grenada. Pro Impact Soccer Academy (Ledley King) Docklands Fine Dining Resturant Hermes Chauffeurs Supa Jam & IF Only Garage Nation Sun City Telepathy Party O (Zante White Party) We produced a 3 Part DVD series called B.A.R.S about music and street culture which was a hit between 2004-2006 selling 10,000 independently, The DVD's were reveiwed in The Metro News, HipHop Connection, New Nation Newspaper, RWD magazine.We were nominated for a BFM screen Nation Award in 2005Interveiwed on BBC Radio Nottingham in 2005.I have interviewed over 100+ popular artists and entrepueneurs on film to name a few: Akon, KRS 1, Alexander Amosu, Tim Campbell (1st Winner of The TV Show Apprentice), Giggs, Skepta and many moreWe have a Youtube channel in partnership with Google and over 1.1 million views, and 60k contacts, as well as 5k Facebook contacts, Twitter & Google +1 which we use to promote and market our Visual Media Marketing for Club Nights at present.

London, England, United Kingdom

Key Achievements: • Team received Anglo Irish Bank Team of the year award.• Selected versus 9 other team leaders to cover manager’s maternity leave. Responsibility for 9 team leaders / 70 staff. Received excellent feedback and awarded team leader of the month.Key Responsibilities: • Capacity planning, in supervisor’s absence. • Project Management of the change from one outsource provider and managing the termination of existing supplier’s contract and smooth transition to new provider. • Individual and team motivation and coaching sessions to improve results. • Delivering training and development programs to new team members. • Reporting team performance and associated remedial actions as necessary.

London, United Kingdom

Large Corporate Banking Client Services resolving account issues and discrepancies for FTSE 100 companies such as Tesco, Harrrods etc.Deal with High Net Worth customer transactionsEnsure accurate processing of multimillion pound transactions on daily basisUpdate and amend secure data held within banks databaseFocal point for account queries, including follow up and resolution within allocated SLA’sDealing with CHAPS, PaymentsIdentifying opportunities to cross sell banks products/servicesAssisting with clerical and administration dutiesMaintenance and development of customer relationsField all telephone calls and correspondence and act as point of contact to all customers. Participate in team reviews and analyse areas of service failure.Analyse management information and offer advice where required.Agree timescales with customers and ensure they are adhered to.Raise entries for transfers between customer’s accounts; follow up to ensure work has been completed.

London, United Kingdom

Responsible for the recovery of outstanding funds for 900 branchesInvestigating high volumes of lost and stolen cheques from branchesLiaise with customers with regards to misplaced funds and chequesAccurately input information into Abbey National and its customersReconciliation of cheque suspense accounts.

Bedford

Helping customer resolve technology issues via the telephone to prevent and save a technician having to attend the address. Use of diagnostic skills and telephone skills to persuade client to self help and prevent waiting for a tecnican.

Bedford Job Centre

Helping the unemployed back into work. Organising interviews and preparing candidates for potential questions and giving advice.