bill marston

it servicedesk manager

About

Energetic and results driven senior level manager with 25 years’ experience in the customer service arena. Proven track record of streamlining customer service within organizations, directing team members to succeed, and providing business leadership. Extensive experience in Customer Service, Change Management, Incident Management, managing vendors, improving process, developing training programs, and managing teams through challenging fast paced environment.

Country

united states

City

boston

Industry

information technology and services

Skill

process improvement, management, leadership, cross functional team leadership, vendor management, customer service, change management, customer satisfaction, team leadership, business analysis, security, information technology, business process, team building, training, project management, technical support, call centers, sdlc, team management, it management, software documentation, integration, business process improvement, microsoft word, disaster recovery, retail, program management, crm, data center, visio, service delivery, troubleshooting, it strategy, itil, policy, budgets, system administration, call center, sla, hiring, operations management, inventory management, customer experience, time management, word, vendor relations, problem solving, customer relations

Experience

it servicedesk manager

five star quality care ltd

2015-2 - Present · 11 yrs 8 mos

director of it operations

new england patriots

2013-6 - 2014-5 · 1 yr

* New England Patriots * Director of I.T. Operations * Key Accomplishments: * Responsible for 6 Technicians, 600 PC’s, Network and Telecommunications. Manage day-day scheduling and work of technicians. * Responsible for hiring Co-Ops every 6 months as part of the Ongoing Helpdesk Program. * Process approximately 1000 tickets per month. * Implemented cross-training for Team. * Implemented Continuous Improvement Initiative with the Group. * Responsible for Game day coverage for Patriots, Revolution, Concerts, and Special Events. * Create and maintain standards for new components to the Network as well as the removal of old components from the Network. * Project plans and implementations. * Creating and Maintaining policies and procedures.