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 • Employee Development• GPARS appraisals of all technicians reporting to them• Administration and adherence to CSC policies

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 Primary point of contact for escalations Provide leadership and direction to team members Improved process documentation Provided training work shops to EMD clients

 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 queue to ensure appropriate customer response time. Review problem tickets received and closed by team members to ensure appropriate resolution and documentation of problems. Served as the primary point of contact for escalations from customers and management. Lab Manager for Application testing for new environment, ensuring all computers are reloaded with the current standard image. Provided leadership and direction to team members on project related activities Assisted and performed new hardware testing and integration on desktop and printer equipment entering the environment.