Esi Marcial
Vieux Fort
Summary
Results-driven professional with extensive experience in IT service management, change management, and process improvement. Proven ability to enhance service delivery and ensure compliance, driving impactful change within organizations.
Overview
24
24
years of professional experience
Work History
Project Leader – IT Customer Service & Quality Assurance
Guardian Group
01.2002 - Current
- Company Overview: Guardian Life of the Caribbean Ltd., Guardian Shared Services Ltd., Guardian General Insurance 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.
- Oversee change management for major IT projects, ensuring readiness for production deployment.
- Lead incident, problem, and change management processes to ensure service continuity.
- Coordinate communication strategies for incident and change management.
- Guardian Life of the Caribbean Ltd., Guardian Shared Services Ltd., Guardian General Insurance Ltd.
Project Leader – Production Control
Guardian Group
01.2002 - Current
- Company Overview: Guardian Life of the Caribbean Ltd., Guardian Shared Services Ltd., Guardian General Insurance Ltd.
- 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.
- Guardian Life of the Caribbean Ltd., Guardian Shared Services Ltd., Guardian General Insurance Ltd.
Change Management Coordinator
Guardian Group
01.2002 - Current
- Company Overview: Guardian Life of the Caribbean Ltd., Guardian Shared Services Ltd., Guardian General Insurance 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.
- Guardian Life of the Caribbean Ltd., Guardian Shared Services Ltd., Guardian General Insurance Ltd.
Part-Time Lecturer – Introduction to Computers
Caribbean Nazarene College
01.2005 - 01.2016
- Delivered foundational IT courses covering hardware, software, and emerging technologies.
- Enhanced student computer literacy through hands-on training in Microsoft Word, Excel, and PowerPoint.
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
- Change control and audit compliance
- IT service management
- Change and incident management
- Quality assurance and process improvement
- Project and service delivery management
- Customer relationship management
- Team leadership and conflict resolution
- Problem solving and stakeholder engagement
- Coaching and mentoring
- Risk management skills
Affiliations
ISACA – Information System Auditing and Control Association
Websites
Accomplishments
- Elevated IT Change Management maturity to Level 3 for Trinidad and Curaçao operations, enabling structured, multi-project change handling., 01/01/21
- Successfully launched an IT Incident Management process, reducing system downtime and improving communication between IT and business units., 01/01/21
- Established proactive engagement mechanisms with business leaders to address IT challenges and implement preventative solutions., 01/01/21
- Increased system availability of critical insurance applications to 99%, significantly reducing downtime., 01/01/21
- Boosted IT Customer Satisfaction from 74% to 93% between 2014 and 2016 through targeted service improvements., 01/01/16
References
Available on request
Personal Information
Marital Status: Single
Timeline
Part-Time Lecturer – Introduction to Computers
Caribbean Nazarene College
01.2005 - 01.2016
Project Leader – IT Customer Service & Quality Assurance
Guardian Group
01.2002 - Current
Project Leader – Production Control
Guardian Group
01.2002 - Current
Change Management Coordinator
Guardian Group
01.2002 - Current
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
Similar Profiles
Vishal RamlalVishal Ramlal
Corporate Communications Officer - Digital at Guardian GroupCorporate Communications Officer - Digital at Guardian Group
Uraiwan GronningUraiwan Gronning
Aide Assistant at Guardian GroupAide Assistant at Guardian Group
LEKEISHA REIDLEKEISHA REID
Administrative and Sales Assistant at Guardian GroupAdministrative and Sales Assistant at Guardian Group
Kazia Vernelle ModesteKazia Vernelle Modeste
Customer Service Representative at Itel BPO Call CentreCustomer Service Representative at Itel BPO Call Centre
Noelia Alexander-McDonaldNoelia Alexander-McDonald
Accounting Assistant at OECS CommissionAccounting Assistant at OECS Commission