Marcus Tannis

My name is Marcus, and I’ve been working as an IT Lead for the past three years. I bring extensive experience in the corporate technology space, where I’ve also served as a Project Manager leading several successful initiatives. In my current role, I oversee a team of 40 technicians across Toronto, Vancouver, Montreal, and Calgary. I act as the primary escalation point for complex technical challenges, providing troubleshooting guidance and clear resolutions. By ensuring my team is equipped to resolve issues efficiently, I help end users stay productive and meet their deliverables without disruption. This blend of leadership, technical expertise, and project management has strengthened my ability to manage large teams, streamline operations, and deliver impactful results

Summary

Experienced IT leader with a strong network infrastructure, system optimization, and technical operations background. Skilled in analytics and diagnostics, effectively identifying and resolving system challenges to improve efficiency and reduce downtime. A clear communicator and collaborative team player, dedicated to building strong teams, streamlining processes, and executing strategic initiatives. With expertise in cybersecurity, incident management, and business strategy, I focus on implementing effective solutions, managing risks, and driving continuous improvement. Committed to enhancing service quality, increasing productivity, and supporting organizations in achieving their technology goals.

Work History

Team Lead – Premier Support Deskside Support

Compucom Canada | Toronto, Ontario, Canada

February 2022 – Present

• Directing Staffing and Training Initiatives

  Leading efforts to identify skill and performance gaps within the team and implementing tailored training programs to enhance technical expertise and customer service capabilities. Overseeing the recruitment process, including workforce planning, onboarding, and mentorship programs to ensure alignment with organizational goals and seamless integration of new team members.

• Incident Management and Issue Resolution

  Proactively investigate and diagnose incidents to provide prompt, effective solutions for service-related issues. Employing root cause analysis and corrective actions to mitigate problems recurring while maintaining high standards of service delivery.

• Service Level Agreement (SLA) and Key Point Index (KPI) Management

  Ensuring continuous monitoring and achievement of SLA and KPI targets through effective team coordination, resource allocation, and workflow optimization. Driving initiatives to improve operational efficiency and enhance the overall client experience by consistently exceeding established benchmarks.

• Building and Maintaining Relationships

  Cultivating and fostering strong relationships with internal teams and external partners to streamline communication and collaboration. Acting as a central point of contact for stakeholders to align expectations and deliver consistent, high-quality support services.

• Escalation and De-escalation of Critical Issues

  Taking ownership of escalated cases, ensuring thorough investigation, timely resolution, and clear communication with clients and internal teams. Implementing strategies to de-

• Interviewing and Hiring New Talent

  Conducting interviews for potential hires, rigorously assessing qualifications, technical expertise, and cultural fit to ensure alignment with organizational needs. Collaborating with HR and leadership to develop comprehensive hiring strategies that support long-term team growth and success.

Compucom Canada | Toronto, Ontario, Canada

June 2017 – February 2022

• Spearheaded the deployment and upgrade of critical systems, ensuring smooth transitions with minimal disruptions to daily operations.
• Proactively scheduled and managed system updates to optimize performance, reliability, and overall efficiency.
• Diagnosed and resolved complex program and system malfunctions with precision, reducing downtime and enhancing user satisfaction.
• Provided expert technical support to end-users, troubleshooting issues, implementing timely software updates, and delivering effective solutions.
• Streamlined workflows and increased productivity by upgrading and maintaining critical system components in alignment with organizational goals.
• Served as the on-site resident Apple support technician for the Mac@BMO project, providing specialized expertise to support the configuration and integration of Apple devices within the BMO network.

Site Manager

Paragon Office Installation Services | Toronto, Ontario, Canada

April 2010 – June 2017

• Led and oversaw daily operations, ensuring adherence to project timelines, budgets, and quality standards.
• Streamlined project execution by expertly managing schedules, resources, and task delegation, optimizing team performance.
• Fostered strong relationships with project owners and stakeholders, ensuring seamless communication and collaboration throughout the project lifecycle.
• Proactively identified process inefficiencies and implemented corrective actions, resulting in enhanced operational efficiency and improved customer satisfaction.

Nexicore | Markham, Ontario, Canada

June 2008 – May 2010

• Diagnosed and expertly repaired a wide range of electronic equipment, ensuring precision and quality in every task.
• Improved system functionality and performance by conducting thorough cleaning, testing, and replacing faulty components.
• Delivered exceptional customer service by consistently meeting repair timelines, providing accurate estimates, and maintaining clear communication throughout the process.

EDUCATION

Master of Business Administration (MBA) – Business Strategy (In Progress)

Currently pursuing an MBA with a specialization in Business Strategy, focusing on advanced topics such as corporate governance, competitive analysis, and strategic planning to drive business growth and innovation.

• Associate of Science (A.S.) – Business Administration

  University of the People, Online | November 2024

  Completed a comprehensive curriculum in business administration with a focus on strategic decision-making, organizational behavior, and operational management, preparing for leadership roles in diverse industries.

• Certificate – Cybercrime Specialist

  Humber College, Toronto, Ontario | July 2019

  Acquired specialized knowledge in cybersecurity, digital forensics, and legal aspects of cybercrime, enabling the ability to address emerging threats and safeguard organizational data from cyber risks.

• Certificate – Information Technology & Programming

  South Chelsea College, London, England | [Year Completed]

  Developed a strong foundation in programming languages, software development, and IT systems, equipping me with the technical expertise to implement and optimize technology solutions in business contexts.