IT Operations & ServiceNow Service Management Leader

HARRY J. PRSKALO

219-***-**** ********@*****.*** linkedin.com/in/harryprskalo

PROFESSIONAL SUMMARY

IT Operations & Service Management Leader with 15+ years of leadership experience supporting technology operations across multi-office environments. Experienced in leading cross-functional teams, managing Managed Service Providers (MSPs) and technology vendors, and delivering technology projects from planning through implementation and ongoing support. Strong background in ServiceNow, Microsoft workplace technologies, endpoint management, systems implementation, process improvement, SLA management, and operational analytics. Skilled at partnering with business stakeholders to identify technology needs, prioritize initiatives, communicate project status, and present IT solutions and recommendations to leadership. Experienced in working with AI to develop a chatbot designed to help resolve common IT issues and improve self-service support.

CORE COMPETENCIES

IT Leadership & Team Management IT Operations Project Management Cross-Functional Team Leadership MSP & Vendor Management Systems Implementation IT Service Management (ITSM) ServiceNow Administration & Workflow Optimization SLA Management Incident & Problem Management Stakeholder Management Asset Management Security & Compliance Endpoint & Device Management Process Improvement

PROFESSIONAL EXPERIENCE

Saul Ewing LLP Technology Support Manager March 2019 – March 2026

• Managed 11 User Support Technicians across 18 offices, overseeing recruiting, onboarding, performance management, team development, and daily service delivery.

• Owned and optimized the ServiceNow platform, designing custom workflows and automated reporting to improve IT operations and provide actionable information to IT leadership.

• Managed Managed Service Providers (MSPs) and technology vendors, holding providers accountable for ticket resolution, SLA performance, escalations, service quality, and project execution while serving as the primary liaison between external providers, internal IT teams, and business stakeholders.

• Worked with AI technologies to develop an IT support chatbot designed to help users troubleshoot and resolve common IT issues, improve self-service capabilities, and reduce reliance on the service desk for routine requests.

• Analyzed recurring incident patterns and led problem management initiatives that reduced ticket volume by 11%.

• Monitored daily ticket queues, reviewed service quality, and maintained strict SLA compliance across user support operations.

• Maintained team security awareness and supported adherence to data protection and security standards.

• Partnered with 10 department heads and key business stakeholders to identify technology needs, prioritize initiatives, communicate project status, and present IT solutions and recommendations to leadership.

Keno Kozie & Associates Help Desk Operational Manager May 2012 – March 2019

• Directed 24/7/365 staffing and scheduling for a 46-member support organization using Tableau and Erlang-C to manage more than 18,000 monthly contacts across 63 high-value law firm accounts.

• Redesigned organizational structure and call-routing processes, producing a measurable 5% increase in operational efficiency.

• Served as Project Manager for new client transitions, coordinating onboarding activities and ensuring service delivery remained on schedule.

• Developed automated LMS training courses that reduced staff redundancy and supported consistent service delivery.

• Managed high-volume service desk operations while balancing staffing, customer experience, performance, and service-level requirements.

Keno Kozie & Associates Technical Support Team Lead / Analyst Jan 2011 – May 2012

• Advanced through three roles in 18 months based on technical performance and leadership potential.

• Led initiatives to create quick-reference technical resources and streamline workflows for repetitive support tasks.

• Provided technical support and guidance while helping improve team processes and knowledge sharing.

SmithBucklin & Associates Helpdesk / Telecom Administrator Feb 2000 – Nov 2009

• Provided comprehensive helpdesk support for hardware, software, and network issues while managing multi-location telecommunications operations.

• Researched, selected, and deployed a Nortel Meridian PBX system that saved the organization $50,000 annually.

• Coordinated technical support, vendor activities, and telecommunications operations across multiple locations.

TECHNICAL SKILLS

Service Management: ServiceNow, ITSM, ITIL, Incident Management, Problem Management, Change Management, SLA Management

Endpoint & Infrastructure: Microsoft Intune, SCCM, Active Directory, MDM, AirWatch, MobileIron

Microsoft & Collaboration: Microsoft 365, Microsoft Teams, SharePoint Online, Zoom, Zoom Contact Center, Adobe Acrobat Pro

Legal Technology: iManage, NetDocs, Relativity, Litera, Worldox, Prolaw, FileSite

AI & Automation: AI-assisted IT support, IT self-service chatbot development, workflow automation, automated reporting

EDUCATION & CERTIFICATIONS

ITIL Foundation Certified Agile Project Management Bachelor’s Degree in related field (or equivalent experience)

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