Mark Morelli Email & Phone Number

Lincolnshire, Il, Us

➥ Served on numerous discovery panels with key business and IT leadership to review multiple vendors/tools, and recommended optimal solutions to help reduce cost, improve reporting/performance metrics and increase operational efficiency➥ Successfully led major ITSM transition as Project Manager working with our Infrastructure and End User engineering teams to implement new solutions platform ServiceDesk+, working with 12 different Shared Service teams who provide support thru the helpdesk to transition and create training for all 200+ technicians on the platform ➥ Centralized Asset Management Process and Identified opportunities for cost savings through working with vendor to activate and optimize the Built-In Asset Module in our ServiceDesk+ ITSM tool which tracks Hardware and Software assets➥ Supervised Asset team responsible for inventory, accounting and fulfillment of hardware and software assets, along with managing IT fulfillment warehouse where we deploy all of our PC, Networking, Telecom and POS equipment for the entire organization➥ Established and managed Major Incident Management, and worked with business leaders to layout new processes, expectations, and communication guidelines to improve 24/7 operational excellence across the entire organization➥ Managed hiring practices and training for End User Support Services, Asset and Incident Management teams.

Lincolnshire, Il, Us

➥ Oversaw shared service IT department and provided technical support, onsite installation, asset and project management services for Camping World and Good Sam➥ Managed the triage and escalation of over 1000 requests per day in our helpdesk➥ Created, managed, and maintained reports for multiple management teams to help set and track KPI/SLA's➥ Recommended and deployed both hardware and software solutions to address business needs and prepared Purchase Orders as required➥ Purchase PC equipment for all locations with Apple, CDW, Dell, Amazon, and track assets➥ Oversee a portfolio of projects and continuous improvement initiatives

Lincolnshire, Il, Us

➥ Answered and evaluated dozens of Technical Support requests per day➥ Installed, troubleshot, and monitored desktop system hardware, OS and application software➥ Managed and setup network users and security through Active Directory, Exchange and O365 according to corporate policy➥ Built a robust knowledge base, by creating and sharing support documentation for both the end users and our support staff, to resolve incidents with minimal disruption to expected service levels➥ Developed strong working relationships with vendors in order to reduce time for 3rd party support

➥ Administered technical support and project management services to his growing portfolio of companies, which included GoDaddy.com domain and email management, G-Suite apps and Office365 migration, QuickBooks server installation and maintenance, Microsoft Azure, ordering Comcast Small Business Services, Adobe Creative Cloud, Square POS, and general desktop support

➥ Liaison of communication between project managers, business analysts and developers throughout the entire project life cycle➥ Worked with management to determine the appropriate solution for addressing data quality issues, software anomalies and implementing improvements