Mark Infusino Email & Phone Number

Chicago, Illinois

Chicago, IL

 Senior Executive Support Analyst supporting Aon's Executive Committee and staff  Primary point of contact for all executive levels Provide leadership and direction to team members Improve process documentation and process management Project discovery and support New Technology Training

Managing a team to provide top level IT support for over 200 Aon Executives. Primary point of contact for all executive level escalations Provide leadership and direction to team members Improved process documentation and process management

Greater Chicago Area

• Ensuring the appropriate staffing level for assigned area
• Responsible for technician performance including, technical skills, productivity, customer satisfaction, and process adherence
• Responsible for Service level and CSAT performance across all account locations in assigned area
• Monitoring daily account and Field Service reports
• Root Cause Analysis or SLA relief exclusion submissions as required
• Responsible for Employee Engagement

Responsible for the resource management and delivery on the account - CSC associates and subcontractors for deskside support for 100+ locations in North America

 Primary point of contact for all site escalations from customers and management. Primary point of contact all for site realeted issues

 Manage 10 Desktop technicians Responsible for Interviews when positions are available Team Performance reviews Manage over a 1800 PC environment  Project leader for all projects as they relate to the desktop environment Responsible for hardware road maps Managed Windows 2000 roll-out Managed Windows XP roll-out Managed Windows XP64 roll-out.

 Manage a staff of 6 technicians responsible for 2nd level desktop service and support Improved Service Levels from a “RED” rating to a “BLUE” rating in over a period of 6 months. Improved documentation for 2nd level technicians to improve overall troubleshooting abilities. Reviewed and assisted with the distribution of problem management tickets in.