Summary
Overview
Work History
Education
Skills
Certification
Languages
Professional Affiliations
Work Availability
Quote
Timeline
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MARLON ONEIL SMITH

MARLON ONEIL SMITH

IT Services / Project Managers
North York,Canada

Summary

Dynamic and team-oriented IT Services Manager with many years of experience in project delivery, risk mitigation and project leadership. Innovative and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization and identifying opportunities for process improvements.

Overview

16
16

Years of professional experience

3
3

Certification Attained

50
50

Successfully IT Projects Delivered

1
1

Certification Pending

Work History

Information Technology (IT) Services Manager

Third Octet Inc.
04.2022 - Current
  • Providing leadership, coaching, and mentoring to the team while working with peers on joint projects.
  • Manage the team to ensure accountability to key duties.
  • Manage delivery of projects according to plan.
  • Enable the team to onboard new customers to ensure a successful customer experience.
  • Improving current service programs or approaches and development of processes and procedures to continue service delivery improvements and excellence.
  • Reporting on, developing and tuning strategy for Managed Services, cross team collaboration, and ensuring consistency in execution through adherence to procedures and policies, and monitoring of overall performance, utilization, and efficiency.
  • Work Directly with the VP for Services and by extension other department managers to execute new initiatives, services as well as provide proactive feedback and ideas for areas of improvement.

IT BUSINESS MANAGER

JN Group Limited
07.2015 - 04.2022
  • Assisted in the establishment and maintenance of the JN Group IT Governance and Service Management framework, including but not limited to IT strategy, service, financial, change, portfolio, security and risk, and service continuity management
  • Ensured all IT professional services were delivered in accordance with the IT standards, policies, and procedures governing the JN Group of companies
  • Worked with respective IT Business Owners to design, measure and improve core IT processes
  • Coordinate IT resources that support business initiatives to deliver technology solutions
  • Provided IT relationship management support to the Group companies’ directors
  • Developed reporting to support the measurement of service delivery across the JN Group IT units
  • Determined the frequency and content of status reports from the IT Stream, analyst results, and troubleshoot problem areas
  • Contribute to identifying and evaluating technology solutions (built in-house with our development team, or in partnership with vendors)
  • Provide Monthly reports on IT activities supporting assigned business initiatives across the Group
  • Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.

SERVICE DESK SUPERVISOR

JN Bank Limited
02.2010 - 06.2015
  • Developed metrics and standards for staff performance
  • Provided project support to the Bank in preparation for the activities of the internal and external audit impacting the IT Team
  • Coordinate projects that improve the operational efficiency for the department
  • Conducted research to identify products that can provide value to the department
  • Continually monitoring the service desk

SERVICE DESK ANALYST

JN Bank Limited
03.2008 - 01.2010


  • Configured and deployed applications using network group policies, system center, and PDQ software
  • Installed and configured supported software & PC hardware used by JNGroup Companies, per company policies
  • Conducted site visits to local branches and departments, in a bid to upgrade, and service all IT equipment.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.

Education

Master of Science - Project Management

Northeastern University
Toronto, ON
05.2022

MBA - Business Administration

University of Suffolk’s
Ipswich, United Kingdom
09.2021

BBA - Information Systems Management

University of The Commonwealth Caribbean
Kingston, Jamaica
12.2019

Skills

  • Project Management
  • Change Management
  • ITIL Knowledge
  • Communication Management
  • Conflict Resolution
  • Service level Management
  • Performance Management
  • Process Improvement
  • Quality Assurance
  • Agile Methodologies

Certification

  • Project Management Professional PMP - Exam Scheduled
  • Azure Fundamentals, Microsoft - June 2022
  • ITIL 3 Foundation, AXELOS - March 2021
  • Project Management Professional Training - March 2023
  • Infrastructure & Operations, Info-Tech Academy - Sep 2021
  • Financial Management, Info-Tech Academy - Sep 2021
  • Service Planning & Architecture, Info-Tech Academy - June 2021

Languages

English
Native or Bilingual
French
Elementary

Professional Affiliations

  • Project Management Institute
  • Jamaica Hockey Federation
  • Toast Masters Club

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Success requires both urgency and patience. Be urgent about making the effort, and patient about seeing the result.
Ralph Marston

Timeline

Information Technology (IT) Services Manager

Third Octet Inc.
04.2022 - Current

IT BUSINESS MANAGER

JN Group Limited
07.2015 - 04.2022

SERVICE DESK SUPERVISOR

JN Bank Limited
02.2010 - 06.2015

SERVICE DESK ANALYST

JN Bank Limited
03.2008 - 01.2010

Master of Science - Project Management

Northeastern University

MBA - Business Administration

University of Suffolk’s

BBA - Information Systems Management

University of The Commonwealth Caribbean

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MARLON ONEIL SMITHIT Services / Project Managers