Marc Carson
Boise,ID
Summary
Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director, Strategic Programs
Celito Tech
01.2022 - 01.2024
- Facilitated onboarding of new clients seeking IT Support, Infrastructure, and Cybersecurity services
- Lead team of subject matter experts, oversaw deployment of laptops, email services, enterprise antivirus software, email security solutions, backup tools, cybersecurity training platforms, and collaboration tools
- Conducted regular steering meetings with clients, using varied cadences, to provide updates on operational tasks and ongoing projects
- Leveraging tools like Smartsheet and PowerPoint, I created detailed reports and metrics to track progress
- These meetings also included actionable recommendations to enhance client’s cybersecurity posture
- To ensure alignment with client agreements outlined in statement of work, I closely monitored team’s billable hours
- Additionally, mentored team members in effective verbal and written communication and customer service skills
- Also, led daily operational meetings to track key activities across multiple clients, including onboarding and offboarding processes for employees, and addressing cybersecurity threats and remediation efforts
Assistant Manager, End User Services
Taos, an IBM Company
01.2019 - 01.2022
- Managed team of 160+ remote desktop support technicians across multiple clients, overseeing escalation support, conducting performance reviews, creating written action plans, delivering training, conducting interviews, and leading weekly operations meetings
- Prepared for client business reviews and ensured high-quality remote technician management, including facilitating client and customer interactions
Service Desk Transition / Integration Engineer
Taos
01.2016 - 01.2019
- In this role, actively support clients and vendors through Salesforce and ServiceNow integration and process optimization
- Fostered positive client relationships by visiting client sites and ensuring successful completion of projects
- Utilize Smartsheet for project management, timeline tracking, and software bug monitoring
- Leveraging MS Excel, Performed data analysis, create pivot tables, and utilize VLOOKUP for efficient data management
- Lead and oversee support team, conducting staff meetings to address questions and concerns
- Additionally, Managed Salesforce contacts using MS SQL Server Management Studio and MS Access to streamline database operations
Service Desk Lead / Supervisor
Taos
01.2011 - 01.2016
- In this role, conducted performance reviews and one-on-one meetings with over 100 technicians to maximize profitability and determine annual wage increases
- Diagnosed and resolved technical issues, including escalations related to online software applications, laptops, and handheld devices
- Developed and implemented performance plans and goals aligned with business objectives set by Service Desk Manager
- Additionally, monitored and maintained call queues, ensuring efficient operations
- To strengthen partnerships and enhance understanding of client needs, traveled to client locations as required, driving optimal outcomes
IT Systems Technician
Hewlett Packard
01.2007 - 01.2011
- In this role, managed daily network backup operations, leveraging knowledge of IT principles and technical analysis skills
- Supported personnel by installing, configuring, and ensuring continued usability of system hardware and software
- Provided daily operations and systems support, verified functionality of hardware and software components, and resolved technical issues through in-person assistance, remote support, and phone communication
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT01.2020
Skills
- MS Office
- MS Teams
- Windows
- Fresh Service
- Okta Admin
- Microsoft O365
- Active Directory
- Data Analysis
- Workday
- Salesforce Admin
- Technical Writing
- MS SharePoint
- Slack
- ServiceNow
- Kronos
- Hardware / Software Troubleshooting
- Incident Management
- Smartsheet
- Project Management
- NICE inContact
- Problem Management
- Relationship Building
- Problem-solving
- Operations Management
- People Management
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Employee development
- Project coordination
- Team management
- Change management
- Hiring and retention
Certification
- CompTIA Network+
- CompTIA A+
- CompTIA Security+
- CompTIA Project+
- CompTIA Cloud Essentials
- ITIL Foundations
- MS Certified Azure Fundamentals
- LPI, Linux Essentials
- PMP (in progress)
Timeline
Director, Strategic Programs
Celito Tech
01.2022 - 01.2024
Assistant Manager, End User Services
Taos, an IBM Company
01.2019 - 01.2022
Service Desk Transition / Integration Engineer
Taos
01.2016 - 01.2019
Service Desk Lead / Supervisor
Taos
01.2011 - 01.2016
IT Systems Technician
Hewlett Packard
01.2007 - 01.2011
Bachelor of Science - Information Technology
Western Governors University
Similar Profiles
Khalid MuhammadKhalid Muhammad
IT Support Manager at Celito TechIT Support Manager at Celito Tech
Sidney MildenSidney Milden
EDM/EDR Operator at Georgia Tech Invitational - Georgia TechEDM/EDR Operator at Georgia Tech Invitational - Georgia Tech
Kavinda RanasingheKavinda Ranasinghe
Branch Manager at Omni tech St Lukes And Omni tech GlenfieldBranch Manager at Omni tech St Lukes And Omni tech Glenfield
JAY JUVINARYJAY JUVINARY
Caregiver at Sunny MountainCaregiver at Sunny Mountain
Stephanie FREEMANStephanie FREEMAN
Medical Billing Specialist at MSNMedical Billing Specialist at MSN