Mark Wiley

About Mark Wiley

As a leader in IT service management, my focus has been on enhancing customer satisfaction through effective strategies and robust processes. At FHLBI, my role as Associate Director of Service Delivery encompassed the development of ITSM processes, ensuring endpoint compliance, and formulating refresh policies that boosted staff productivity. Our team prioritized Service Desk strategy alignment with IT strategic planning, creating opportunities for staff development.My competencies in strategy implementation and analytical skills have been integral in driving procurement and service delivery. The experience of managing Infrastructure Service, Desktop Support, and Identity Security and Access Management teams has honed my ability to lead with a balance of technical acumen and interpersonal communication. My mission is to leverage these strengths in new IT roles, where I can continue to create business value and foster team cohesion.

Experience

1. Help Desk Manager

   MacAllister Machinery Co., Inc.

   Dec 2024 — Present · Indianapolis, IN, US

   Accomplishments• Implemented a Help Desk strategy leveraging OKRs to drive the technology and capabilities direction of the Help Desk team.• Created annual process to review the technological skills needed for the function, perform an assessment of the current level of skills within the team and create development plans to close the gaps.• Completed the implementation of Microsoft Dynamics Customer Service.• Created a Cyber Security Education ProgramResponsibilities:• Management of hardware and software for over endpoints across 47 locations throughout Indiana and Michigan.• Oversee the day-to-day activities of the IT help desk team, ensuring the timely and accurate resolution of technical issues, and handle escalated IT help desk requests and complaints, providing solutions to ensure customer satisfaction.• Establish, develop, and maintain IT help desk policies, procedures, standards, and tools, including ticketing software, remote access, knowledge base, and inventory management.• Supervise and mentor help desk staff by providing guidance, support, and performance evaluations and overseeing employee development.• Ensure the team and end users are trained on the latest IT technologies, systems, best practices, and business priorities, including the use of technology-related devices such as hardware, software, and mobile technology.• Monitor, analyze, and report on help desk performance metrics, including ticket volume, resolution time, customer satisfaction, and SLAs, and provide status updates and progress reports for IT projects as requested.• Manage team progress against established plans that align with MFC\'s strategy and vision.• Contribute to the development of multi-year IT roadmaps, strategic planning, budgeting, and forecasting.• Communicate with users to understand their needs and feedback.• Enable self-service options to allow users to resolve the most common issues on their own, freeing agents to focus on more complex issues.

Education

• Marian University Indianapolis

  Bachelor, Management

  1993 — 1997

Skills

• Data Analysis
• Six Sigma
• IT Management
• Customer Service
• Citrix
• Vdi
• Windows
• Customer Relationship Management (Crm)
• Communication
• Information Technology
• Active Directory
• Windows Server
• Operations Management
• IT Strategy
• Data Center Virtualization
• IT Service Management
• Teamwork
• Crm
• Itil
• Technical Project Leadership
• Managed Services
• Management
• Virtualization
• Technical Support
• Leading Meetings
• Vmware
• Technical Leadership
• Project Management
• Business Process Improvement
• Lean
• Microsoft Exchange
• Troubleshooting
• Leadership
• Disaster Recovery
• Vendor Management
• Enterprise Software
• Web Analytics
• Failure Mode and Effects Analysis (Fmea)
• Data Center
• Team Leadership