Ted Smykla
Upland
Summary
ITIL Certified, MBA Sr IT Service Delivery Manager bringing proven experience in Systems Implementations, Desktop and Servicedesk Support and ITIL practices
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr IT Service Desk Manager
Optum Healthcare
02.2022 - Current
- Program Manager of ITIL Processes and systems and drive design development while adhering to Corporate Compliance regulations.
- Conduct bi-weekly Change Management meetings to ensure proper Change Management protocol is followed and documented in ITIL System
- Managed all aspects of employment of staff members including Hiring, Termination, Disciplinary plans, and Training.
- Budgetary responsibility of 2 Million per year to manage applications updates, customizations and maintenance
- Successfully managed implementation, training and rollout of ServiceNow as corporate standard IT Services Application
- Worked with and maintained external vendor relationships
- Development of Ad-hoc reports and report management for IT Sr leadership to ensure Corporate IT SLA's are met
- Directed implementation of all aspects of ITIL and facilitate training to employees on basic ITIL concepts.
Sr IT Services Manager
Pacific Dental Services
02.2021 - 02.2022
- Responsible for directing project activities to replace current ITSM platform.
- Own ITSM operations activities to ensure ITIL alignment and effective workflows for all major ITIL disciplines
- Strategize and scope and own the IT Major Incident Management and notification process to ensure accurate and efficient communication for all stakeholders and end users
- Lead and direct Change Management function including daily CAB meetings along with process improvement tasks
- Work with IT and business unit Stakeholders to improve workflows and processes to ensure improved and measurable customer experience
- Serve as an Ambassador of ITIL to entire IT department including awareness training and reviewing Change proposals to ensure ITIL best practices are considered
- Prepare daily/weekly/monthly statistical reports for upper management and to ensure that service teams are meeting stated company Service Level Agreements
- Perform daily meetings to ensure Incidents and Requests are being addressed timely and within SLA
- Perform Administrative duties in Freshservice ITSM platform (i.e Adding/Deleting users, Adding Categories/Sub Categories, Compacting Database, Generating Service Reports via reporting module in ServiceNow platform).
Sr Technical Support Manager
Vyaire Medical
02.2019 - 02.2021
- Manage a team of 24 Technicians (8 ServiceDesk Technicians and 16 Desktop Support Technicians)
- Prepare daily/weekly/monthly statistical reports for upper management and to ensure that my team is meeting stated Company Service Level Agreements
- Maintain optimum staffing levels for efficient 24/7 coverage to ensure all aspects Phone SLA's are being obtained.
- Create reports for forecasting and trending ticketing data within ITIL Call Tracking tool
- Hold weekly staff meetings to discuss weekly call statistics, training on upcoming applications, and discuss all open issues within ITIL call tracking systems.
- Consolidate ITIL disciplines from separate platforms into improved platform to ensure ITIL continuity and increase reporting capabilities across the Enterprise
- Responsible for configuration/maintenance of all company PC Images using Symantec Ghosting software.
Sr Service Delivery Manager
Contractor at Bell Techlogix
01.2018 - 02.2019
- Conduct weekly Change Management meetings to ensure proper Change Management protocol is followed and documented in ITIL System
- Single point of escalation for all support issues to ensure proper escalation groups are engaged and SLA's are adhered to
- Provide guidance and leadership to Support Teams to ensure delivery of World Class customer service and experience
- Implement and manage Customer Satisfaction Survey for IT Services Team
- Lead team in cross training across product lines to ensure seamless customer experience when calling into Vyaire Technical Support
- Work with Project Management team to ensure Technical Support is part of Project Implementations and process for continued Customer support post implementation
- Perform Post Implementation reviews and work with various IT staff to ensure issues resulting from Changes are minimized
- Work with internal IT Teams to ensure Hardware is kept up to date based on Data Center monitoring and alerting systems
- Implement and maintain KPI's to ensure Technical Support team is aligned with Industry best practices and Service Delivery
- Manage team of 25 Technicians and 3 Supervisors to ensure adherence to SLA's and Support Initiatives.
- Work with Nagios, ServiceNow, VCenter to ensure proper integrations are in use to create tickets for alerts in the Data Center.
Sr Client Services Manager
iHerb.com
10.2015 - 04.2016
- Managing Windows 10 deployment for over 1200 employees
- Conduct bi-weekly Change Management meetings to ensure proper Change Management protocol is followed and documented in ITIL System
- Maintained outage communications protocol as well as Change Management Notifications to Corporate and Warehouse staff
- Perform Post Implementation reviews and work with various IT staff to ensure issues resulting from Changes are minimized
- Responsible for functionality and ownership of IT Services Applications including Virtual and Physical Infrastructure
- Manage team of 12 Technical Support Engineers located on site and remotely in Kentucky
- Responsible for maintaining multiple vendor relationships for Desktop, Laptop, Inventory equipment and Telecom
- Maintain company licensing repository and yearly true-ups with Microsoft, Adobe and other enterprise licensing.
IT Project Manager
Thermo Fisher Scientific
12.2014 - 10.2015
- Was brought on board to assist in implementation of all aspects of ITIL and facilitate training to employees on basic ITIL concepts
- Coordinated development of SLA's, KPI's and all ITIL Processes
- Played key role in development of Statement of Work in outsourcing Service Desk and Field Services
- Coordinated efforts in migration of two call tracking systems (REMEDY and CA) into ServiceNow
- Ensured all major milestones are achieved for both outsourcing Service Desk and Field Services as well as implementation of ServiceNow
- Directed and assisted in re-design of Incident Management process to ensure better alignment with ITIL concepts
- Worked with Change Manager to ensure CAB (Change Advisory Board) processes are properly aligned with ITIL principles.
Sr Manager, IT Services
City of Hope Medical Center
06.2008 - 12.2014
- Responsible for functionality and ownership of IT Services Applications including Virtual and Physical Infrastructure
- Program Manager of ITIL Processes and systems and drive design, development while adhering to Corporate Compliance regulations
- Conduct bi-weekly Change Management meetings to ensure proper Change Management protocol is followed and documented in ITIL System
- Managed all aspects of employment of staff members, ie Hiring, Termination, Disciplinary actions and plans and training
- Successfully managed implementation, training and rollout of Remedyforce as corporate standard IT Services Application
- Development of Ad-hoc reports and report management for IT Sr leadership to ensure Corporate IT SLA's are met
- Directed implementation of all aspects of ITIL and facilitate training to employees on basic ITIL concepts
- Maintain relationship with multiple Vendor to ensure company is receiving proper level of services as well as licensing management
- Perform employee performance reviews based on reports that are generated via Call Tracking Software (Crystal Reports/SQL Database)
- Hold weekly staff meetings to discuss Weekly Call Statistics and Training on new and upcoming applications
Education
MBA - Information Technology Management
University of Phoenix
2023
Bachelor of Arts - Management Information Systems, General
California State University Fullerton
Fullerton, CA2001
Certification
- Microsoft Certified Professional Windows Server
- HDI (HelpDesk Institute) Certified Support Manager (July 2007)
- ITIL Version 4
- ITIL Version 3
- ITIL Version 2
Timeline
Sr IT Service Desk Manager
Optum Healthcare
02.2022 - Current
Sr IT Services Manager
Pacific Dental Services
02.2021 - 02.2022
Sr Technical Support Manager
Vyaire Medical
02.2019 - 02.2021
Sr Service Delivery Manager
Contractor at Bell Techlogix
01.2018 - 02.2019
Sr Client Services Manager
iHerb.com
10.2015 - 04.2016
IT Project Manager
Thermo Fisher Scientific
12.2014 - 10.2015
Sr Manager, IT Services
City of Hope Medical Center
06.2008 - 12.2014
MBA - Information Technology Management
University of Phoenix
Bachelor of Arts - Management Information Systems, General
California State University Fullerton
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