Michael Slabodnick

Associate Consultant

Columbus, Ohio, United States23 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

ITIL V3 Expert with extensive experience.
Proven track record in IT Service Management.
Passionate about improving workflows and customer satisfaction.

Stackforce AI infers this person is a SaaS expert with a strong focus on IT Service Management and workflow optimization.

Contact

Skills

Core Skills

It Service ManagementServicenow AdministrationIt Operations Management

Other Skills

ServiceNow PlatformWorkflow ImprovementNo-code/Low-code/Pro-code DevelopmentServiceNowGamificationGame DevelopmentCollaborationPlatform ArchitectureITSM ConsultingJavaScriptJellyIncident ManagementCrystal ReportsBusiness ObjectsHelpdesk Support

About

I came up through the ranks of IT by working my way through the Service Desk and I'm currently focused on IT Service Management. My formal education is a mix of engineering, computer science and biology; with a focus on premedical studies. I've worked with various programming technologies including C/C++, Fortran, PHP and Javascript. For metrics and KPI's, I've had to work in SQL and Crystal Reports. I used to work as a TA at Ohio State, which, when put together with my history of being a camp counselor, has honed by presentation and lecturing skills. I believe every problem has a solution and I love to take on new challenges since it's really the only way to foster growth. During my spare time I like to write on my blog and work with itSMF (both the local and national chapters) as a volunteer. I'm an ITIL V3 Expert and plan to become a contributor to the ITIL framework, and one day hope hope to lecture and consult over the benefits (and headaches) of the framework. Specialties: IT Service Management, ITIL V3 Expert, Reporting and Metrics, Presentation and Lecturing

Experience

23 yrs

Total Experience

2 yrs 10 mos

Average Tenure

11 yrs 1 mo

Current Experience

Servicenow

4 roles

Senior Advisory Solution Consultant - Commercial Accounts

Promoted

Sep 2023 – Present · 2 yrs 7 mos

As a solution consultant with the defining enterprise company of the 21st century, I help our customers find value in improving their workflow with the ServiceNow Platform. As it's been said before, the most effective solutions are those that start with the user and work back to the technology, and ServiceNow is a company that believes in that philosophy with a constantly evolving user experience layer on top of its robust and flexible workflow platform.

ServiceNow PlatformWorkflow ImprovementIT Service ManagementServiceNow Administration

Senior Advisory Solution Consultant - Creator Workflows

Jul 2020 – Sep 2023 · 3 yrs 2 mos

Working with customers and prospects to show the power of the ServiceNow Platform and building on a no-code/low-code/pro-code enterprise cloud application.
Past applications include gamification on the ServiceNow Platform with Omniquest, social trivia game (TriviaNow), and of the ServiceNow EMR Help application (designed and built with the University of Wisconsin Hospital and Medical Center) that can now be found at store.servicenow.com.

ServiceNow PlatformNo-code/Low-code/Pro-code DevelopmentIT Service ManagementServiceNow Administration

Platform Architect

Jan 2018 – Jun 2020 · 2 yrs 5 mos

Platform Architect for an enterprise IT cloud company.

Platform ArchitectureIT Service Management

Senior Solution Consultant

Jan 2015 – Dec 2017 · 2 yrs 11 mos

Senior Solution Consultant for an enterprise IT cloud company.

Sysaid technologies ltd.

Customer Community Manager

Mar 2014 – Dec 2014 · 9 mos · Columbus, Ohio Metropolitan Area

Maryville technologies

Consultant

Jul 2012 – Mar 2014 · 1 yr 8 mos · Columbus, Ohio Metropolitan Area

Providing ITSM consulting to help clients realize value through people, processes and products.

ITSM ConsultingIT Service Management

Omnicare

Service-Now Team Lead/ITSM Analyst

Oct 2011 – Jul 2012 · 9 mos · Columbus, Ohio Metropolitan Area

Team lead for Service-Now administration team.
Administrator for Service-Now, IT Service Management platform, utilizing JavaScript and Jelly.
Leads bimonthly IT Service Management meetings to push organizational and process improvements.
Responsible for bringing different IT teams on to Service-Now using a project management phase approach.
Improves customer service by developing a gamification system built into Service-Now.
Maintains a training program for Service-Now, including the content, training material and video tutorials.
Supports ITSM initiatives by providing technology solutions using Service-Now and by providing guidance with process improvements.
Takes part in weekly Incident and Event Management meetings to help drive the cultural change related to these processes.
Pushes the adoption of Social IT in the workplace by demonstrating its use, benefits, and developing additional Service-Now tools to be used through the Live Feed interface.

Service-Now AdministrationJavaScriptJellyIT Service Management

Nationwide childrens hospital

Information Services, Incident Coordinator

Sep 2006 – Oct 2011 · 5 yrs 1 mo · Columbus, Ohio Area

Owner of Incident Management Process within the IT department.
Coordinated communication and resolution efforts towards resolving major system outages.
Worked with several teams, both internal and external to the IT department, to resolve common problems and recurring incidents.
Contributed to providing customer support for the roll-out of major and minor projects.
Helped drive Service Management initiatives through the use of metrics and KPIs.
Improved customer satisfaction with the follow-up and closure of aged incident tickets and common IT problems.
Assisted the service desk manager with daily operational tasks and acted as supervisor to service desk staff.
Performed coordination of monthly downtime activities for the primary electronic medical record system used by the entire hospital.
Updated and documented monthly downtime policies and procedures as well as achieved IT leadership acceptance.
Used Crystal Reports and Business Objects to provide metric and trending data for IT management.
Helped to implement new Service Management tool (CA Service Center).
Provided administrative duties, reporting and training on BMC Service Desk Express.
Supported improvements to ITIL processes, specifically Change and Problem Management.

Incident ManagementCrystal ReportsBusiness ObjectsIT Service Management

Compmanagement, inc.

Helpdesk Supervisor

Aug 2002 – Oct 2004 · 2 yrs 2 mos

Assisted internal employees with computer and network issues as well as maintain positive relationships with external clients.
Provided tier 1 and 2 application support for Windows 95/98/2000/Terminal Service and Novell.
Managed a helpdesk environment to provide outstanding customer support and maintain high levels of SLA requirements.
Provided advisement and assistance with programming, database and logistical projects.
Maintained the hardware for a 500+ computer-working environment and remote offices. This includes printers and computer peripherals.
Assisted with specialized projects.
Maintained and distributed new and updated software using Ghost.

Helpdesk SupportWindows SupportIT Operations Management

The coffee bean & tea leaf

Technical Support Analyst

Feb 2002 – Aug 2002 · 6 mos

Assist callers; generally store managers, with MAC/PC troubleshooting. Prepare written summaries of problems reported, assistance provided and anticipated changes necessary.
Provide all levels of support with Windows NT/98/2000/Mac.
Replace and repair damaged PC hardware.
Maintain a database system expanding from Southern California to Arizona.
Install and provide support for DSL.
Provide 24-hour pager support in rotation with 2 other IT professionals for 53 local stores and 6 additional out of state stores. This includes providing on-site repair, maintenance and remediation as deemed necessary.
Administered Active Directory to limit network resource access.
Worked on company project to upgrade SQL database and point of sale system used by retail locations throughout Southern California.

Technical SupportActive DirectoryIT Operations Management

Chemical abstracts service

Helpdesk Analyst Intern

Feb 2001 – Feb 2002 · 1 yr

Assisted callers with solving MAC/UNIX/PC troubleshooting.
Support for MS Word, Excel, Access, Outlook, PowerPoint, Netscape/Internet Explorer, Unix commands, Exceed/FTP, Dreamweaver, Mcaffee antivirus software, and other software related to a major business.
Repaired and replaced damaged PC hardware.
Delivered and installed Win98/NT/2000/Mac computers and provided new user tutorials.
Organized and tracked all phone calls received into a problem database and completed follow-ups with end users to insure satisfaction with service.

TroubleshootingDatabase ManagementIT Operations Management