1. Marc Tuori
Phone: 310 748 7113
Email: HYPERLINK "mailto:Tuori@Earthlink.net" Tuori@Earthlink.net
HYPERLINK "http://www.linkedin.com/pub/marc-tuori/2/2a7/1b8" http://www.linkedin.com/
pub/marc-tuori/2/2a7/1b8
Professional Profile
IT/Telephony Server Support Analyst, with over 15 years of professional experience in Call Center Development including data,
telephony and networking. He is a detailed professional providing training, documentation, and standard operating procedures
(SOP’s) for his team and customers. Providing guidance in team building, cross training, and defining day to day operations.
In 2008, Marc worked for Software Guidance and Assistance as a call center consultant, where he assisted one of their customer’s
with a 6 million dollar upgrade project for their call centers. This was a “fork lift” upgrade, replacing the existing IBM AIX
Servers with new HP Proliant servers using Linux. This included the creation of test cases, backup procedures, and fail over
procedures. New standard operating procedures needed to be written to support the new environment. All work was preformed in
the lab before moving them to the production environment.
Prior to that Marc worked as a Project System Engineer for Countrywide. Here Marc contributed to the development of the first
support engineering team in India to assist the telecom and system support teams with analyzing the network and system health
remotely after hours. This team is still in operation today providing support for “Bank of America”. Marc has stayed in touch
with his old team and provides assistance when requested. Marc received two awards from Countrywide between 2006 and 2008.
These were for perfect attendance and projects completed on time.
He takes great pride with his relationship with Aspect Inc. Marc once worked with Melita Int and worked as a Sr Field Service
Engineer, traveling the US and Central America providing Melita Int customers with call centers, call center support, and
training. Marc made strong customer relationships, on many occasions Melita customers would request that Marc be sent to the
site to address their expansion, upgrades, or system needs. Melita International later bought Aspect and this relationship continues
today with colleagues.
Marc currently is working with small business offices converting them over to a wireless environment; (Most of 2008 he has
been assisting a family member in Florida who is suffering from Alzheimer’s. This has taken Marc out of the job market and he
has returned home and is anxious to establish himself back with a progressive customer focused company).
Also in 2008, Marc ran for “South Park Neighborhood Council Director”. Marc takes great pride in the development he has seen
in his neighborhood since moving to the Los Angels downtown area in 2004. He did not win the election, but contributes by
attending the meetings and sitting on committees.
Marc enjoys his life living in the downtown area, with an interest in Art, Aviation, and personal IT advancement and growth.
