Marco Foster

Information Technology Help Desk Manager @Sargent & Lundy

Chicago, IL, US

I manage the Service Desk for a large scale engineering design firm that specializes in Nuclear and Fossil power. We support around users with standard to high level computer issues with our Help Desk by resolving over 90% of calls during the first interaction. Also my position includes training new employees, ITSM management, managing manhours and overtime budgets, solving day to day issues, and doing year end employee reviews. Over the years I have overseen many projects, from ticketing and phone system upgrades, Operating Systems, patch management to name a few.