Maged Marcus

• Strategic and results-driven technology leader with over 15 years of experience overseeing IT operations, infrastructure, service management, and procurement for global organizations. Adept at driving operational efficiencies, enhancing cybersecurity, and leveraging AI and automation to improve service delivery. Proven ability to lead diverse teams, implement cost-saving initiatives, and ensure seamless IT operations across global locations.

Expatiate Communications – Special Education, Los Angeles, CA                                          

Boutique management consulting firm focused on improving education for students with disabilities. Led by industry experts, it serves institutions as well as individual clients with focus on high quality of service and technology enabled solutions.

Chief Technology Officer                                                                                                            2024 – Present

Leading the technology team in the development and implementation of groundbreaking software solutions and services tailored for the special education sector. I play a pivotal role in shaping the technology strategy, driving innovation and ensuring the delivery of high-quality products that meaningful impact on the lives of students with special needs.

• Technology Strategy: Develop and execute a comprehensive technology roadmap aligned with the company's vision, goals, and market demands. Lead the identification and evaluation of emerging technologies and trends relevant to special education.

• Product Development: Oversee the end-to-end product development lifecycle, from conceptualization to launch, ensuring the delivery of user-centric, scalable, and accessible software solutions. Collaborate closely with cross-functional teams, including product management, design, and engineering.

• Innovation and R&D: Foster a culture of innovation and continuous improvement within the technology organization. Champion research and development initiatives to explore new ideas, features, and capabilities that enhance the effectiveness and efficiency of our products and services.

• Technical Leadership: Provide strategic direction and technical guidance to the engineering team, fostering a culture of excellence, collaboration, and accountability. Mentor and develop team members, promoting professional growth and skill enhancement.

• Quality Assurance and Compliance: Establish robust processes and standards for quality assurance, ensuring that our software solutions meet the highest standards of performance, reliability, and security. Ensure compliance with relevant regulatory requirements and industry standards.

• Partnerships and Collaboration: Cultivate strategic partnerships with technology vendors, educational institutions, research organizations, and other stakeholders to drive innovation, leverage synergies, and expand our reach in the special education market.

• Cybersecurity: strengthened cybersecurity protocols, implementing advanced threat detection, access controls, and compliance measures to protect student and institutional data. He has enhanced security monitoring and response capabilities, reducing risks and ensuring regulatory adherence across cloud and on-premise environments.

OAKTREE CAPITAL MANAGEMENT, L.P., Los Angeles, CA                                          1999 – 2023 

A leading global investment management firm focused on alternative markets, with over $200 in assets under management. Los Angeles - headquartered, with over 3000 FTEs and consultants in 21 offices worldwide. 

Senior Vice President, Head of Technology Services                                                                 2010 – 2023

Responsible for overseeing all aspects of information technology services in 21 offices; including compliance, infrastructure,  disaster recovery, vendor relationships, technology innovation, application support, IT budget, leading a global team of IT professionals, implement IT strategies and ensure the smooth functioning of technology systems to support business goals and objectives. 

Service Management & IT Support:

• Oversaw Level 1 & 2 IT support for over 3,000 employees globally, ensuring seamless resolution of technical issues, including computer repairs and conference room technologies.
• Designed and implemented a proactive ITSM framework utilizing ITIL best practices, optimizing incident management, change control, and service delivery.
• Spearheaded automation initiatives, integrating AI tools and offshore solutions to improve efficiency and reduce operational costs.
• Directed a team of IT professionals carrying out mission-driven culture of high performance, with focus on customer service, consistency, dignity, and accountability.
• Collaborated with senior leadership to align technology investments with business priorities.
• Recruited, mentored, and managed a high-performance team in all facets of Information Technology and business processes. 
• Scheduled annual performance evaluations and participated in career development planning for IT staff. Reviewed individual and team goals quarterly and assessed any needed changes.

Infrastructure & Cybersecurity:

• Managed enterprise infrastructure, ensuring seamless network performance, data center operations, and cloud environments (Azure, Active Directory, Microsoft Stack).
• Led cybersecurity initiatives, strengthening security frameworks, implementing monitoring tools, and guiding a specialized cybersecurity team to mitigate risks.
• Established best-in-class security protocols, ensuring compliance with regulatory bodies, public funds, and affiliate organizations.
• Developed comprehensive IT-related policies and procedures to ensure sensitive data and security plans comply with company goals and objectives and industry regulations and standards relevant to investment sector.

IT Procurement & Vendor Management:

• Led IT procurement strategy, negotiating vendor contracts and managing software/hardware acquisitions to optimize costs and enhance technology solutions.
• Collaborated with product managers and finance teams to maintain budget forecasts and secure best pricing for IT investments.
• Evaluated marketplace to identify emerging products, services, and vendors that offered better value and innovation.

Vice President, Infrastructure Services                                                                                          1999 – 2009

Led the Helpdesk and Infrastructure teams, including operations, service management, and technology strategy. Managed a team of FTEs, local and offshore consultants. Managed day-to-day operations, including incident, servers, Citrix, storage, and backup management, problem-solving, and escalations.

• Identified, evaluated, and implemented new technologies, industry trends, and best practices to enhance the organization’s IT infrastructure and helpdesk capabilities.
• Oversaw the design, implementation, and maintenance of the IT infrastructure, hardware, software, networks, data centers, TELCO, Mobility, AV, and cloud services.
• Guided helpdesk and infrastructure teams to a culture of excellence, collaboration, and innovation.
• Planned, documented, managed, and executed project’s change control processes. 
• Developed R&D division to test new hardware and software.
• Managed relationships with vendors, service providers and partners to ensure effective delivery of services.
• Negotiated and managed contracts, service level agreements (SLAs), and maintenance agreements to optimize service quality and cost effectiveness.
• Served as IT project’s technical point of contact for audits, controls, and security procedures.
• Stayed informed of industry trends, latest practices, and emerging technologies.
• Administered and maintained AV systems in 100+ conference rooms.
• Constructed VMware systems and virtualized 99% of all servers. 
• Implemented Citrix systems and virtual desktops.   
• Deployed email archiving and compliance monitoring systems and managed eDiscovery requests.
• Installed CRM system that improved marketing client communications. 
• Designed Disaster Recovery and HA solutions for Business Continuity, applied to platinum, gold and silver applications.

PLATINUM Technology Inc., Los Angeles, CA                                                                           1993 – 1998

Technical Support Manager            

Led a level-2 & 3 teams to support multiple applications. Worked directly with application managers . 

• Managed and lead technical support teams, providing guidance, mentorship, and training.
• Oversaw the resolution of customer inquiries related to our database applications.
• Collaborated with the development and QA teams to handle bug fixes and product enhancements.
• Developed and maintained comprehensive knowledge of the applications and their functionalities to assist customers and support team members.
• Implemented and refined support processes to enhance efficiency and customer satisfaction.
• Analyze support trends and customer feedback to provide valuable insights for product improvement.
• Established and maintained key performance data to measure and improve support team performance.
• Provided regular reports and updated to senior management on support team activities, customer satisfaction and improvement projects.
• Applications: TSReorg - Database reorganization for Oracle, SYBASE and Informix on VAX/VMS, UNIX (all available platforms at that time) and OS/2.

Bachelor of Sciences in Computer Science, minor in Mathematics, University of North Texas, Denton, TX