Marvin Schumacher

About Marvin Schumacher

As a progressive IT Consultant & Enterprise Solution Engineer, I shape IT strategy and modernize infrastructure to enhance system integration, optimize performance, and influence continuous improvement. As a trusted advisor, I guide clients to demonstrate proof of value and help them adopt best practices. My expertise lies in the areas of ITIL, ITSM, and ITAM. I am an avid problem solver and hold teams accountable to achieve tangible results. AREAS OF EXPERTISEIT StrategyDigital TransformationITIL | ITSM | ITAM FrameworkEnterprise Solution EngineeringVirtualizationBusiness IntelligenceProcess Optimization & AutomationTeam Leadership CAREER HIGHLIGHTS Built a Professional Consulting Services department from the ground up, driving growth. Closed performance gaps and delivered significant savings with ITIL, ITAM, and ITSM framework. Transitioned an entire workforce to a work-from-home environment with a 10-day turnaround. Designed an in-house certification program and training guides to build team capability. LET’S CONNECT!I am always happy to share my expertise, and I look forward to connecting with you!

Experience

1. Head of Customer Experience Public Sector Fedramp

   ScienceLogic

   Dec 2024 — Present · Reston, VA, US

   The Head of Customer Experience is responsible for overseeing and improving the overall experience that customers have with the company’s products or services. This role involves developing strategies to enhance customer satisfaction, loyalty, and business performance.Key Responsibilities:Develop and Implement Strategies: Create and execute a comprehensive customer experience strategy that aligns with the company’s objectives.Collaborate Across Departments: Work with sales, marketing, product development, and other departments to ensure a consistent and seamless customer experience.Analyze Customer Feedback: Gather and analyze customer feedback and market research to identify areas for improvement.Oversee Customer Service Team: Lead and train the customer service team to ensure they deliver excellent service.Manage Customer Experience Projects: Lead initiatives aimed at improving customer satisfaction and loyalty.Monitor Metrics: Develop and track customer satisfaction metrics and reporting systems.Handle Escalations: Resolve escalated customer service issues effectively.Ensure Compliance: Maintain compliance with company and industry standards and regulations.Report to Senior Management: Provide regular updates on the effectiveness of customer experience strategies.Key Skills:Customer Journey Mapping: Ability to map out and analyze the customer journey.Customer Insights: Deep understanding of customer needs and behaviors.Leadership: Exceptional leadership skills to inspire and drive the customer experience team.Problem-Solving: Strong problem-solving abilities to address and resolve customer issues.

Education

• Polk State College

  Associate of Science, Computer Network Engineering

• Warner University

  Bachelor of Arts, Organizational Management

Skills

• Process Improvement
• Service Delivery
• Vmware Infrastructure
• Enterprise Software
• Enterprise Architecture
• Vmware Vsphere
• Professional Services
• Information Technology
• IT Operations
• Business Intelligence
• IT Management
• IT Strategy
• IT Service Management
• Virtualization
• Saas
• Change Management
• Software Development Life Cycle (Sdlc)
• Cloud Computing
• Leadership
• Software as a Service (Saas)
• IT Asset Management
• Project Planning
• Project Management
• Infrastructure
• Integration
• Data Center
• Consulting
• Sdlc
• Itil