Service Desk Help

Sal Karim

631-***-**** ***.*****@*******.*** ITSM Manager

Professional Profile

Strategic and analytical ITSM Manager with 9+ years of success delivering enterprise-class IT services and implementing ITIL-based best practices. Expert in transforming IT services through data-driven insights, service design, and proactive continuous improvement. Proven ability to elevate customer satisfaction, ensure service compliance, and modernize ITSM tools and processes across hybrid enterprise environments.

Key ITIL Competencies

• ITSM Roadmap & Strategy Execution

• ITIL v4 Practices (Incident, Problem, Change, Asset, Request Fulfillment)

• CMDB Architecture & Configuration Governance

• Operational SLAs, KPIs, and Service Reporting

• Continuous Service Improvement (CSI) & Root Cause Analysis (RCA)

• Enterprise Service Desk Leadership & Workforce Planning

• ITSM Tools: ServiceNow, Jira, Remedy, Lansweeper

• Automation, Integration & Process Optimization

• Cross-functional Team Collaboration & Vendor Management

Professional Experience

IT Asset Manager — DCU, MA 2024 – Present

•Re-engineered Jira CMDB architecture to align with SACM principles and ITIL v4.

•Managed CMDB architecture and configuration compliance by leading governance initiatives and collaborating with technical teams to align with ITIL v4 standards.

•Established governance protocols to ensure asset traceability and compliance.

•Delivered real-time dashboards to support ITSM performance reviews.

•Facilitated onboarding and enablement of stakeholders in CMDB stewardship.

Regional Sales Data Analyst — GMC, MA 2023 – 2024

•Automated reporting lifecycle using SQL and advanced Excel models.

•Resolved data inconsistencies through root cause analysis and quality control

IT Help Desk Manager — Kronos, MA 2019 – 2023

•Led end-to-end operations for IT Service Desk using ITIL-aligned workflows.

•Drove measurable improvements in SLA adherence, MTTR, and FCR.

•Designed and implemented Knowledge Management (KM) and self-service strategies.

•Built performance dashboards and continuous improvement roadmaps.

IT Help Desk Manager — Keurig, MA 2018 – 2019

•Optimized incident response processes and implemented automated ticket routing.

•Conducted CMDB reconciliation and standardized hardware lifecycle management.

•Mentored support analysts and elevated CSAT via structured feedback loops.

Implementation Consultant (SaaS) — QLESS, CA 2017 – 2018

•Oversaw full-cycle ITSM SaaS deployments for enterprise clients.

•Conducted stakeholder discovery sessions and post-go-live reviews.

Service Delivery Manager — COX Auto, Atlanta, GA 2016 – 2017

•Managed client-facing SLAs and operational risk for IT services.

•Led service reviews, CSI planning, and contract escalations.

Implementation Consultant (SaaS) — Infor Solutions, NY 2013 – 2016

•Delivered SaaS product rollout, integration, and configuration.

Implementation Consultant — State Farm, IL 2012 – 2013

•Customized enterprise software delivery roadmaps and coordinated testing.

Project Manager — Department of Education, NY 2011 – 2012

•Directed technology initiatives using waterfall methodology.

Desktop & Application Support Lead — BNY Mellon, FL 2001 – 2011

•Supervised Tier 1–2 support operations in a global financial environment.

•Implemented asset discovery tools and conducted CMDB integrity audits.

Technology Toolkit

•ITSM Tools: ServiceNow, Jira, Remedy, Lansweeper, SolarWinds

•Reporting & Analytics: SQL, Power BI, Excel (Pivot, VLOOKUP), SSRS

•Endpoint Management: Microsoft InTune, JAMF, Tanium

•Networking & Access: DNS, TCP/IP, Citrix, VPN, VMware

•Collaboration & Projects: MS Teams, Smartsheet, MS Project, O365

Education & Certification

•MBA, Management Information Systems

•Keller Graduate School of Management

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