Marshall Eng
Alcoa,TN
Summary
With over 13 years of experience in the IT sector, I specialize in optimizing operations, leading teams, and delivering IT solutions that meet client needs. As an IT Service Delivery Manager, I've successfully managed service desk operations, IT projects, and system implementations, ensuring smooth service delivery in fast-paced environments.
I have a proven track record in coordinating resources, overseeing procurement, and deploying core IT services. By streamlining workflows and increasing automation, I've significantly enhanced service team efficiency, reducing manual overhead and improving ticket resolution times. My ability to mentor and guide teams has driven both technical growth and improved SLA adherence across service desks, engineering teams, and projects.
Throughout my career, I've prioritized cross-functional collaboration, working closely with internal teams, vendors, and clients to resolve complex issues and deliver projects on time. I've led initiatives to enhance customer satisfaction, increase client retention, and optimize system performance. With a focus on continuous improvement, I leverage data-driven insights to identify trends and implement strategies that drive team performance, ensuring we exceed expectations and contribute to business success. My leadership style centers on fostering development, ensuring that teams are equipped with the tools and knowledge to excel.
Passionate about technology and problem-solving, I thrive in environments that challenge me to innovate. My client-focused approach ensures that solutions not only meet business requirements but also add value and foster long-lasting partnerships.
Overview
14
14
years of professional experience
18
18
Qualifications & Specialized Training
Skills
- Automation Implementation
- Client Relationship Management and Satisfaction
- Client Retention and Business Development
- Continuous Improvement Strategies
- Cross-functional Collaboration
- Problem-Solving and Troubleshooting
- Process Standardization
- Resource Coordination and Procurement
- Service Desk and Technical Support Management
- SLA Adherence and Performance Tracking
- System Deployment and Implementation
- Team Leadership and Mentorship
- Team Performance Improvement
- IT Project Management
- Workflow Optimization
Work History
IT Service Delivery Manager
Centriworks
06.2024 - 03.2025
- Led service delivery for Centriworks' clients, managing service desk operations and overseeing IT projects to ensure the successful implementation and deployment of core services
- Coordinated resources, optimized workflows, and collaborated with internal teams to meet client expectations and timelines, providing a seamless client experience
- Managed service desk operations, overseeing ticketing systems to resolve client issues within SLAs
- Led a team of technicians, mentoring and training to improve performance, technical skills, and cross-team collaboration
- Coordinated with teams and vendors to procure project hardware and software, ensuring timely availability and smooth implementation
- Oversaw the deployment of core IT services, ensuring timely and successful delivery while minimizing client disruptions
- Collaborated with cross-functional teams to resolve complex client issues, identifying root causes and implementing solutions to prevent recurrence
- Monitored service desk performance, tracking SLAs and identifying trends to drive continuous improvement across the IT division
IT Project Manager
Centriworks
01.2024 - 06.2024
- Managed and led IT projects for Centriworks' clients, ensuring successful deployment and implementation of core services
- Coordinated resources, procured necessary hardware and software, and oversaw the smooth execution of projects to meet client needs and timelines
- Led IT projects for clients, managing the assignment of resources and ensuring efficient deployment of hardware and software
- Coordinated with internal teams and vendors to procure hardware, software, and services, ensuring the timely availability of resources for project implementation
- Oversaw the implementation and deployment of core services, ensuring they were completed on time and within client specifications
- Worked with cross-functional teams to ensure project milestones were met and resources were allocated effectively
- Monitored project progress, ensuring that deliverables were completed as planned and addressing any issues that arose during the implementation phase
- Collaborated with internal teams to track and report on project status, ensuring alignment with project goals and timelines
IT Service Desk Supervisor
Centriworks
04.2022 - 06.2024
- Led a team of service desk technicians, delivering exceptional IT support and ensuring high client satisfaction
- Managed service desk operations, optimized workflows, and ensured prompt issue resolution within SLAs
- Led a team of technicians, providing guidance, mentoring, and training to improve performance and technical skills
- Managed service desk operations, overseeing ticketing systems (ConnectWise Manage and ECI e-automate) to ensure efficient issue resolution
- Collaborated with cross-functional teams to resolve complex technical issues and minimize client impact
- Developed and implemented process improvements to enhance customer service and reduce resolution times
- Monitored team performance, generating reports to track SLAs, identify trends, and drive continuous improvement
- Served as the point of escalation for high-severity incidents, ensuring quick resolution and strong client relationships
Technical Services Team Supervisor - Printer Support
SAIC
10.2020 - 04.2022
- Led a team of Print Support Technicians, providing guidance and support for over 6,000 printers deployed in the FAA environment
- Managed remote and on-site troubleshooting, maintenance, and configuration of printer systems, ensuring consistent service delivery and optimal performance
- Supervised a team of Print Support Technicians, offering mentorship, coaching, and guidance to meet goals and service objectives
- Managed remote printer support, handling configuration, monitoring, maintenance, and changes to ensure all printers functioned optimally
- Determined when on-site support was necessary and coordinated dispatch of local technicians as required
- Resolved technical issues related to printers through phone support, tickets, and remote diagnostics
- Collaborated with cross-functional teams and customers to troubleshoot complex technical problems, ensuring clear communication and efficient issue resolution
- Used historical data and knowledgebase documentation to diagnose, isolate, and resolve printer issues, improving response times and service quality
User Support Analyst Senior
Covenant Health
09.2019 - 09.2020
- Provided expert-level support for complex hardware, software, and network issues, acting as the Subject Matter Expert (SME) for print infrastructure and SharePoint services
- Led initiatives to improve system performance, standardize processes, and streamline support operations
- Served as the SME for print infrastructure, including servers, MFDs, and desktop printers, ensuring consistent and reliable configuration and support
- Created and implemented print server and hardware configuration standards, improving system reliability and reducing support issues
- Trained technical staff on print infrastructure standards, automating configuration and deployment processes to enhance efficiency
- Led the transition to On-Prem SharePoint 2016, acting as the Farm and Collection Administrator, overseeing the setup and deployment of services
- Educated both technical and non-technical staff on SharePoint functionality, improving understanding and system utilization
- Collaborated with IT teams and management to optimize system performance, enhance service delivery, and address ongoing technical challenges
User Support Analyst Staff
Covenant Health
08.2015 - 09.2019
- Provided technical support for end-users, both deskside and remotely
- Coordinated system maintenance and upgrades, ensuring minimal disruption to business operations and delivering high-quality support
- Resolved complex technical issues, assisting users both deskside and remotely with hardware, software, and networking problems
- Managed the installation, configuration, and maintenance of PC hardware and software
- Trained and supported end-users, improving their ability to use IT systems and software effectively
- Mentored junior staff, providing guidance and ensuring efficient issue resolution
- Collaborated with IT teams to identify and implement system improvements
User Support Analyst Associate
Covenant Health
02.2014 - 08.2015
- Provided deskside and remote support for over 9,000 employees, assisting with hardware, software, and network-related issues
- Collaborated with IT teams to resolve technical problems and ensure minimal disruption to users
- Assisted clients with technical issues related to hardware, software, and networking, both onsite and remotely
- Installed and configured new hardware and software, ensuring proper functionality and minimal user downtime
- Troubleshot technical problems, escalating unresolved issues to higher tiers when necessary
- Documented and tracked issues and resolutions, creating knowledge base resources for future reference
- Provided training and support to end-users, improving their technical proficiency and reducing recurring problems
Operations Analyst Associate
Covenant Health
11.2012 - 02.2014
- Monitored and supported data center operations, providing technical assistance to internal users and vendors
- Assisted with projects to enhance customer service and improve IT support infrastructure, ensuring smooth operations for over 9,000 employees
- Monitored IT infrastructure, including server reboots and routine maintenance, ensuring systems ran efficiently
- Provided technical support for hardware, software, and network-related issues, resolving problems promptly
- Assisted with IT projects, including hardware upgrades and system maintenance, ensuring smooth implementation with minimal disruptions
- Collaborated with cross-functional teams to identify and resolve technical issues, contributing to the smooth operation of business processes
Computer Tech I
SAIC
06.2011 - 10.2012
- Provided front-line technical support to over 2,500 employees in a fast-paced call center environment
- Diagnosed and resolved hardware, software, and network issues, ensuring minimal disruption to daily operations
- Assisted with troubleshooting, system maintenance, and upgrades to ensure smooth IT functioning across the organization
- Resolved technical issues related to hardware, software, and network systems, improving user experience
- Performed system maintenance tasks, including server reboots and basic troubleshooting
- Provided training and support to end-users, improving technical proficiency and reducing the volume of repeat issues
- Collaborated with cross-functional teams to ensure efficient service delivery and rapid issue resolution
Education
Associate of Applied Science - Networking And Communications Systems Concentration, Computer Science And Information Technology
Pellissippi State Community College
Knoxville, TN 08.2014 - 05.2016
Training & Certifications
- Microsoft Applied Skills: Create and Manage Automated Processes Using Power Automate | Microsoft | January 2025
- Lean for Leaders (6 hr.) | BE Quality Inc. | December 2024
- Data Landscape of GenAI for Project Managers | Project Management Institute | March 2024
- Generative AI Overview for Project Managers | Project Management Institute | February 2024
- Fundamentals of Predictive Project Management | Project Management Institute | January 2024
- Microsoft 365 Certified: Fundamentals | Microsoft | September 2022
- IT Glue Certified | IT Glue | May 2022
- Elevating Coaching Skills | Duke Corporate Education | February 2022
- Engaging Hybrid Teams Inclusively | ExecOnline | February 2022
- Enhancing Team Wellbeing | Duke Corporate Education | February 2022
- Intelligent Risk Taking | Yale School of Management | February 2022
- Advanced Technologies of SharePoint 2016 | Microsoft | March 2020
- Planning and Administering SharePoint 2016 | Microsoft | February 2020
- SharePoint 2016 Site Collections and Site Owner Administration | Microsoft | January 2020
- Microsoft Certified Technology Specialist: Windows 7 - Configuration | Microsoft | April 2013
- HDI: Support Center Analyst | HDI | November 2011
- CompTIA A+ ce (Expired) | CompTIA | March 2011
- CompTIA IT Fundamentals | CompTIA | July 2010
Affiliations
- Member, Project Management Institute (PMI) - East Tennessee Chapter
- Member, Help Desk Institute (HDI)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CulturePersonal development programsCareer advancementHealthcare benefitsWork from home optionPaid time offTimeline
IT Service Delivery Manager
Centriworks
06.2024 - 03.2025
IT Project Manager
Centriworks
01.2024 - 06.2024
IT Service Desk Supervisor
Centriworks
04.2022 - 06.2024
Technical Services Team Supervisor - Printer Support
SAIC
10.2020 - 04.2022
User Support Analyst Senior
Covenant Health
09.2019 - 09.2020
User Support Analyst Staff
Covenant Health
08.2015 - 09.2019
Associate of Applied Science - Networking And Communications Systems Concentration, Computer Science And Information Technology
Pellissippi State Community College
08.2014 - 05.2016
User Support Analyst Associate
Covenant Health
02.2014 - 08.2015
Operations Analyst Associate
Covenant Health
11.2012 - 02.2014
Computer Tech I
SAIC
06.2011 - 10.2012
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