Marcus Policicchio

WORK HISTORY

EDUCATION

ABOUT MARCUS POLICICCHIO

I’m Marcus, an IT professional specializing in Change, Incident, Problem & Major Incident Management within IT Service Delivery at OMERS. I bring hands-on experience across technical support, IT operations, cloud technologies, and ITSM frameworks, supported by a diploma in Computer Systems Technology – IT Infrastructure & Services from Sheridan College. Certified in ITIL 4 Foundation and Azure Fundamentals, I focus on driving service stability, improving processes, and ensuring efficient resolution of critical incidents. My background includes service desk operations, and automation with tools such as ServiceNow, PowerShell, Microsoft Intune, and AI platforms (Copilot, GPT) with strong prompt engineering skills. I possess strong reporting and presentation skills, including developing and delivering executive-level summaries for major incidents, creating clear Change Advisory Board (CAB) reports, and presenting metrics to leadership in a concise, actionable format. I’m passionate about leveraging ITIL practices, automation, and AI to enhance service delivery and am continuously pursuing advanced learning to strengthen my expertise to bring value to organizations.