Open to opportunities

Marcel Verano

@marcelverano

Message

ITSM-focused IT Specialist driving service desk transformation and client success.

Philippines

Message

What I'm looking for

I seek roles where I can lead ITSM improvements, drive service desk transformation, mentor teams, and deliver measurable service quality in a collaborative, customer-centric company.

I am an IT professional with 5+ years of combined experience in IT service management, technical support, customer service, and B2B sales, focused on improving ITSM processes and service delivery.

I progressed from frontline customer service and technical support roles to IT Help Desk SME/POC and IT Specialist (ITSM) positions, leading service separation and transformation initiatives across Service Desk, Incident, Problem, Knowledge, QA, and Change Enablement.

I have hands-on experience with Office 365, RDP, OS troubleshooting, Azure Active Directory, MFA, Workday, and ServiceNow, and I define KPIs, deliver reports, and train teams to drive adoption and continuous improvement.

In addition to ITSM work, I have supported marketing, client relations, and B2B sales activities—managing social content, outreach, appointment setting, and CRM tools—bringing a customer-focused, results-driven approach to technology and business initiatives.

Experience

Work history, roles, and key accomplishments

Current

IT Specialist (ITSM)

Current

Stefanini Philippines Inc

Sep 2025 - Present (3 months)

Led IT service separation and transformation across the ITSM lifecycle, designing and optimizing processes, implementing automation and KPIs, and driving adoption to improve service quality and compliance.

ITSM ITIL ServiceNow Process Improvement KPIs & QA Automation Stakeholder Management

Marketing Assistant

Pillar to Post Home Inspectors - The Virgin Team

Jan 2025 - Dec 2025 (11 months)

Managed and edited social media content and promotional materials, executed email marketing campaigns, and qualified leads to support business development and appointment scheduling for home inspection and related insurance services.

Canva Social Media Marketing Email Marketing Trello Zoho CRM Cold Calling Lead Generation Content Creation

IT Help Desk Technician II

Stefanini Philippines Inc

Jan 2024 - May 2025 (1 year 4 months)

Served as SME and POC for a 24-person helpdesk team, mentoring staff, handling escalations, and delivering end-to-end technical support including Office 365, Azure AD, and incident resolution via ServiceNow.

Help Desk ServiceNow Azure Active Directory Office 365 MFA Escalation Management ITIL Troubleshooting Mentoring

Appointment Setter

Bruvato Marketing

Mar 2024 - Nov 2024 (8 months)

Scheduled appointments and closed over 30 deals by engaging decision-makers via calls, emails, and texts, supporting sales integration and new client onboarding.

B2B Sales Cold Calling Lead Qualification CRM Appointment Setting Client Communication

IT Help Desk Technician I

Stefanini Philippines Inc

Aug 2022 - Jan 2024 (1 year 5 months)

Provided technical end-user support via phone, email, and chat, performed restorative actions on hardware and software, and ensured accurate incident logging to meet SLAs and support reporting.

Technical Support Incident Management Troubleshooting Ticketing Systems SLA Documentation Customer Service

Technical Support Specialist

Telus International

Nov 2021 - Jun 2022 (7 months)

Provided chat and email technical support, handled multiple concurrent chats, performed troubleshooting, warranty checks, and follow-ups to ensure issue resolution and customer satisfaction.

Chat Support Email Support Troubleshooting Customer Service Multitasking

Customer Service Representative

Teletech

Nov 2020 - Sep 2021 (10 months)

Managed inbound calls for dental plan inquiries, verified patient eligibility and plan details, processed disputes, and communicated coverage information to providers and patients.

Customer Service Inbound Calls Data Entry