Esi Marcial
Saint James,POS
Summary
Strategic Information Technology Leader with over thirty- one (31) years in the Insurance Industry, specializing in IT governance, change management, process optimization, and service delivery. Recognized for driving cost-effective system improvements, strengthening operational performance, and embedding best practices that align technology with business goals. Proven ability to foster collaboration, lead high-performing teams, and deliver sustainable results in complex, dynamic environments.
Overview
23
23
years of professional experience
Work History
Project Leader – Production Control
Guardian Group
02.2017 - Current
- Company Overview: Guardian Shared Services Ltd.
- Chaired the Change Release Advisory Board for the Group of companies to ensure successful implementation of new and modified IT systems
- Directed computer operations for Trinidad, ensuring timely and secure data processing.
- Managed data storage, retention, and disaster recovery in line with corporate policies.
- Oversaw system availability and planned outages to minimize downtime.
- Enforced change control procedures and managed IT asset lifecycle and audits.
- Managed team meetings and discussed project's goals and objectives.
- Defined responsibilities, duties and roles of each team member.
- Aligned with staff members to develop, identify and achieve assigned goals and initiatives.
- Partnered with project and technical team members to identify and quickly address problems.
- Recruited and oversaw personnel to achieve performance and quality targets.
Project Leader – IT Customer Service & Quality Assurance
Guardian Group
10.2013 - 01.2017
- Company Overview: Guardian Life of the Caribbean Ltd. and Guardian Shared Services Ltd.
- Partner with business unit managers to gather and translate business needs into IT service requirements.
- Manage IT service requests in line with SLAs, ensuring timely updates and maintaining customer confidence.
- Analyze service delivery trends to drive continuous improvement and process reengineering.
- Coordinate communication strategies for incident and change management
- Maintained open communication by presenting regular updates to stakeholders on project and operational requests.
- Oversee change management for major IT projects, ensuring readiness for production deployment.
- Lead incident, problem, and change management processes to ensure service continuity.
- Aligned with staff members to develop, identify and achieve assigned goals and initiatives.
- Observed progress of each project, examined risks and coordinated contingency plans.
- Managed team meetings and discussed project's goals and objectives.
Part-Time Lecturer – Introduction to Computers
Caribbean Nazarene College
01.2005 - 01.2016
- Delivered foundational IT courses covering hardware, software, and emerging technologies to undergraduate students
- Enhanced student computer literacy through hands-on training in Microsoft Word, Excel, and PowerPoint.
Change Management Coordinator
Guardian Group
10.2002 - 09.2013
- Company Overview: Guardian Life of the Caribbean Ltd.
- Reviewed and enhanced application development processes.
- Coordinated testing activities and schedules with business analysts.
- Managed deployment of application changes to test and production environments.
- Prepared test environments with necessary data and configurations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
Masters - Information Systems and Technology Management
Arthur Lok Jack GSB – U.W.I
Max Richards Drive, Uriah Butler Highway, Mt Hope01.2020
Postgraduate Diploma - Management Information Systems
Institute of Business- U.W.I
Pesea Street, Tunapuna 01.2004
Associate Degree - Management Information Systems
ROYTEC
136-138 Henry Street, Port of Spain01.1999
Skills
- IT Governance & Compliance - COBIT
- IT Service Management- ITIL Framework
- Change & Release Management
- Process Optimization and Continuous improvement
- IT Project Management & Governance
- Risk Management & Audit Compliance
- Leadership & Team Development
- Operational Efficiency & Cost Development
- Business Technology Alignment
Affiliations
ISACA – Information System Auditing and Control Association
Websites
Accomplishments
- IT Process Optimization & Compliance - Established improved IT processes aligned with regulatory requirements, ensuring 100% audit compliance and mitigating operational risk.
- Change & Release Management - Introduced structured change and release processes that minimized business disruptions, increasing system availability of critical applications to 99%.
- Service Delivery Excellence - Advanced IT service management maturity, improving system uptime and increasing business user satisfaction scores by 25%.
- Operational Efficiency - Reduced processing errors by 45% through automation and enhanced system monitoring, improving overall operational efficiency and ensuring smoother daily IT operations
- Established proactive engagement mechanisms with business leaders to address IT challenges and implement preventative solutions
References
Available on request
Personal Information
Marital Status: Single
Timeline
Project Leader – Production Control
Guardian Group
02.2017 - Current
Project Leader – IT Customer Service & Quality Assurance
Guardian Group
10.2013 - 01.2017
Part-Time Lecturer – Introduction to Computers
Caribbean Nazarene College
01.2005 - 01.2016
Change Management Coordinator
Guardian Group
10.2002 - 09.2013
Masters - Information Systems and Technology Management
Arthur Lok Jack GSB – U.W.I
Postgraduate Diploma - Management Information Systems
Institute of Business- U.W.I
Associate Degree - Management Information Systems
ROYTEC