Marco Tsao
About Marco Tsao
Marco Tsao is an ITIL/ITSM Analyst currently employed by the Government of Canada since 2021. With extensive experience in various roles across multiple organizations, he has contributed to the implementation and support of IT service management solutions.
Work at Government of Canada
Marco Tsao has been serving as an ITIL/ITSM Analyst at the Government of Canada since 2021. In this role, he has contributed to the development and implementation of ITSM solutions. He played a key role in defining training requirements and creating training materials for end-users and process owners on the ServiceNow platform. Additionally, he provided technical support for auto-discovery and integration requirements within the ITSM solution. His responsibilities also included collaborating with ITIL experts and process owners to configure and implement ITIL processes effectively.
Previous Experience in IT and Project Management
Marco Tsao has extensive experience in IT and project management across various organizations. He worked as a Senior Process Engineer at Employment and Social Development Canada, focusing on the Document Control System for CPP-OAS. His role as a Business Process Analyst at Health Canada involved analyzing and improving business processes. He also held positions such as ITIL Service Manager at Alterna Savings and Sr. Project Manager for the RTID Project at Ottawa Police Service. His career at Nortel Networks spanned several roles, including Operation Manager and IT Manager, where he managed operations and IT services.
Education and Expertise
Marco Tsao earned a Bachelor of Science (B.Sc.) degree from the University of Ottawa, completing his studies from 1980 to 1983. His educational background laid the foundation for his expertise in ITIL and ITSM practices. Throughout his career, he has developed a strong skill set in process analysis, project management, and IT service management. His experience with ServiceNow and ITIL processes reflects his commitment to leveraging technology to enhance service delivery and operational efficiency.
Contributions to ITSM Solutions
In his current role at the Government of Canada, Marco Tsao has made significant contributions to ITSM solutions. He developed and implemented a transition to Operations plan to ensure ongoing support and maintenance of the ITSM solution. He was involved in the migration plan for existing data as part of the ITSM solution implementation. His work in configuring ITIL processes within the ServiceNow tool demonstrates his ability to leverage technology for improved service management.