Sandy Smyth

Strategic IT Operations Leader and Service Management Professional with over 6 years of experience leading multidisciplinary support teams within global outsourced and Managed Service Provider (MSP) environments. Proven track record of maintaining 100% SLA and KPI compliance for thousands of international users while managing complex contractual obligations. Expert at driving Continual Service Improvement (CSI), managing critical escalations, and establishing high-trust relationships with key stakeholders and client accounts to deliver exceptional service quality.

Service Desk Team Lead - Samsung SDS - Weybridge

(2019-01 - 2025-02)

• Service Governance: Governed operational workflows to maintain 100% SLA compliance against contracted service obligations across 500+ monthly tickets for 117,000 global enterprise users.
• Escalation Management: Acted as the primary escalation point for unresolved operational issues, mitigating performance risks and resolving gaps before they escalated to senior business stakeholders.
• Continual Service Improvement: Proactively optimized service operations by restructuring shift patterns and reallocating workloads, successfully minimizing wait times and improving first-contact resolution rates.
• Stakeholder Collaboration: Partnered closely with account managers, technical groups, and multidisciplinary global teams to align service delivery with overarching business and contractual requirements.

Service Desk Analyst - Samsung SDS - Weybridge

(2007-01 - 2019-01)

• ITSM Frameworks: Managed, resolved, and documented complex technical incidents using prominent ITSM platform tools (MSP, OpenITSM, and Sunrise systems)
• Service Transitions: Supported onboarding and account provisioning functions for 500+ users, introducing process efficiencies that reduced user transition times by 20%.
• Training & Quality Control: Facilitated service readiness and consistency by onboarding and training new technical analysts on core software architectures and governance protocols.

Administrative Assistant, Helpdesk Administrator - Surrey County Council, Louis Dreyfus

(2006-08 - 2006-12)

• Managed internal tracking databases, processed procurement payments via SAP, and directed system incoming alerts to target technical resolver groups.

Development Analyst Programmer, OSS Consultant, Helpdesk Administrator, Software Tester, Database Administrator - FSS Travel, Essential Network Services, Cap Gemini, Micrografx, Adtranz

(1996-07 - 2006-08)

Roles include Development Analyst Programmer (FSS Travel), OSS Consultant (Essential Network Services), Helpdesk Administrator (Cap Gemini), Software Tester (Micrografx), and Database Administrator (Adtranz).

• Developed foundational skills in commercial awareness, technical documentation, and cross-functional team collaboration.

Community Speedwatch Volunteer - Community Speedwatch

(2025-09)

• Conducted structured data logging and reporting using calibrated speed detection devices under strict police governance and safety guidelines. Coordinates seamlessly within small team environments ensuring operational accuracy.

Certificate - IT Professional Support - Google (2025)

Certificate - Cyber Security - One Education (2022)

Certificate - Computer Networks Security (2022)