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Al Castaneda
Lead - Service Management @Marsh McLennan
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WORK HISTORY
Lead - Service Management @Marsh McLennan
US
Service Desk Improvement: Introduced a Global Flex staffing model during a crisis period, reducing the average speed to answer from 120 minutes to 72 seconds, improving First Call Resolution (FCR) from 68% to 85%, and increasing Customer Satisfaction by 10%, all while enhancing resource utilization globally for 500 colleagues.• Transformational Operating Model: Spearheaded a special taskforce to create a new global operating model, resulting in the SWARM model, which improved colleague experience, associate KPIs, and operational efficiency by removing barriers, reducing learning curves for new hires, and fostering collaboration and knowledge sharing.• IT Finance Expertise: Implemented enhanced forecasting, reporting, and quality control measures, managing a $28 million budget within a 1% variance for the North America Region, demonstrating strong financial acumen.• End User Leadership: Spearheaded a Northeast region organization change program, implementing a leadership and metrics-based approach that resulted in a remarkable 99% SLA attainment, reduced ticket handling time, and improved employee morale.
SKILLS
ABOUT AL CASTANEDA
Digital Business Transformation & IT ExecutiveResults-driven Digital Business Transformation & IT Executive with over 20 years of diverse experience in unlocking productivity, stabilizing operations, and maximizing IT investments. He excels in leading various aspects of corporate IT, including service desk improvement, transformative operating models, IT finance, and organizational change programs. Strong focus on digital business transformation, process improvements, and financial stewardship, consistently driving digital innovation and delivers measurable results in complex and dynamic environments. Successful track record in leading virtually all aspects of corporate IT – including end user devices and collaboration; infrastructure management, hosting and sourcing, application development and package implementation; IT governance, technology business management, strategy; and world class customer service and support. Highly skilled in building and motivating teams, defining, and selling strategic and operational roadmaps, and ensuring organizational alignment and adoption for key process and operational initiatives.Key Accomplishments:• Financial Stewardship and Portfolio Management Acumen: Created and managed a $92 million Global IT Annual Capital Budget, leading to the realization of over $200 million in benefits, and successfully managed Merger and Acquisition and Real Estate portfolios enable increase in revenue streams and cost savings, respectively.• Adept Operational Excellence and Organizational Transformations: Successfully addressed numerous business application development and IT Service Management operational performance issues through innovative solutions across people, process and technology resulting in increase market releases by 30% and increase in FCR by 17%, respectively.• Successful Customer-centric IT Service Management leader: Achieved a remarkable reduction in response times, elevated First Call Resolution rates by 17%, and increased overall customer satisfaction during a crisis period through the implementation of a Global Flex staffing model.Specialties: Digital Transformation, Strategic Planning, Organizational Change, Stakeholder Collaboration, Technology Business Management, Lean Six Sigma, Systems Development Life Cycle (SDLC), Quality Assurance, IT Governance, Vendor Management, Business & Systems, Analysis, People Operations, Training & Mentoring, Team Development, IT Operations, Software Development, Project Management Office, Process Engineering, Continuous Improvement, Executive Leadership, ITIL Master
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