Harry Prskalo

Service Management Leader with 16+ years in ITSM and service operations, driving ITIL-aligned practices in professional services. Expertise in ServiceNow platform governance, incident, problem, change, and asset management. Led cross-functional teams to define operating models, SLAs/XLAs, and governance cadences, boosting user satisfaction by 32% and ensuring audit-ready service delivery.

Technology Support Manager at Saul Ewing LLP (2019-03 – 2026-03)

• Service Management & XLA Leadership: Directed and mentored a high-performing team of 11 User Support and Senior Support Technicians across 18 offices, establishing a high-touch, white-glove service delivery model focused on maximizing user productivity. Shifted the team's focus toward user sentiment to target and eliminate recurring IT frustrations, driving a 32% increase in user satisfaction while recovering lost billable time.
• ServiceNow Platform Governance: Owned and optimized the Firm's ServiceNow (ITSM) platform, standardizing CMDB data models and service catalog management while integrating AI-driven automation workflows to eliminate fragmented usage. Designed custom workflows, evaluated virtual agent capabilities, and built automated reporting/analytics dashboards to provide IT leadership with clear visibility into service reliability and operational performance.
• Enterprise Virtualization & Modern Endpoint Management: Managed full-lifecycle asset management and service ownership for a 900+ user base utilizing ISO-certified frameworks. Implemented and managed enterprise MDM platforms (Intune AirWatch) to secure distributed endpoints, driving a 25% improvement in device compliance. Spearheaded the enterprise virtualization strategy by leading the rollout of a 900-seat VDI and thin-client deployment, drastically reducing long-term cost-to-serve while stabilizing remote service performance.
• Talent Lifecycle Management: Oversaw the complete talent lifecycle, including recruiting, onboarding, and implementing structured professional development plans that increase staff retention and technical capability.
• Proactive Problem Management: Served as senior escalation point for high-impact incidents, leveraging incident management and monitoring and event management data from endpoint telemetry to identify underlying infrastructure patterns. Drove proactive problem-management initiatives that reduced recurring incident volume by 40%.
• Identity, Knowledge & Risk Governance: Owned Knowledge Management by designing a centralized Knowledge Base, piloting AI-powered search capabilities to accelerate first-contact resolution (FCR) through standardized, intelligent documentation. Implemented and managed Okta alongside Azure AD for identity and access management, significantly improving security protocols and provisioning efficiency for a distributed workforce spanning 18 offices. Promoted secure practices and ensured consistent adherence to privacy, compliance, and information security standards.
• Request Fulfillment Optimization: Implemented ITIL-aligned request fulfillment processes to streamline service requests, reduce fulfillment times by 20%, and improve tracking through ServiceNow workflows.

Help Desk Operational Manager at Keno Kozie & Associates, LLC (2011-01 – 2019-03)

• Promotion Progression & Leadership: Advanced through three distinct roles within 18 months, progressing from frontline Analyst to Team Lead, and to Operational Manager overseeing a department of 36 technical professionals.
• Multi-Provider Integration: Operated a multi-provider integration model, aligning external vendor performance with internal IT goals across 63 high-value law firm relationships. Managed the firm's largest revenue-generating account and a client base of 80,000 users, generating over 18,000 monthly contacts.
• Operational Data Literacy: Redesigned the Help Desk organizational and call routing structure, establishing new tiered roles for all analysts and resulting in a 5% increase in overall efficiency.

Leveraged

Tableau and Erlang-C modeling to eliminate conflicting performance metrics and optimize 24/7/365 scheduling.

• Quality & Knowledge Management: Ensured strict adherence to contractual SLAs and improved customer satisfaction through continuous process improvement, incident management frameworks, and the development of quick-reference resources for repetitive requests.
• Talent & Client Onboarding: Responsible for the full recruitment and selection process, evaluating staffing models, and conducting new hire interviews. Directed the transition and onboarding of new clients, serving as the project manager to keep cross-functional teams on task.
• Change & Release Governance: Established ITIL-aligned change and release management practices, leading governance cadences and CAB reviews to improve deployment success rates by 35%.

IT Support & Telecommunications Coordinator at Smith Bucklin Corp. (2000-02 – 2009-11)

• Telecommunications Management: Directed daily operations of company telecommunications systems across four locations. Researched, planned, and assisted with the installation of Nortel Meridian PBX systems, resulting in annual savings of $50,000.
• Project Leadership & Optimization: Led the project to assess, research vendor selections, and deploy new mobile devices and providers. Developed an efficient tracking and payment process for invoices, auditing existing services to achieve significant cost savings by canceling inactive accounts.
• Infrastructure & Training: Provided helpdesk support for troubleshooting hardware, software, and network-related issues while managing a system to inventory over 200 PCs, 40+ printers, and all mobile devices. Trained new helpdesk analysts through the company's LMS.

Equivalent to Bachelor's Degree in Information Systems / Business Administration