Writing
Michael Tafla
Business Engagement Manager
Long Beach,NY
Summary
IT professional with 20+ years of experience in service delivery, technical support, and business engagement in the enterprise environment. Aims to utilize extensive skills in customer service, crisis management, and technical leadership to drive service excellence and business growth in a dynamic organization. Proficient in coordinating cross-functional teams, managing client relationships, and ensuring successful delivery of contracted services across sectors. Demonstrated track record of improving SLA performance and delivering high-impact solutions.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Business Engagement Manager
Kyndryl
1 2021 - Current
- Coordinate with Client Service Partners for Latin America and North America to understand, drive escalations and major incidents
- Support 100% SLA across all support Towers and Failed Changes less than 1%
- Enhance understanding and ownership of infrastructure impact, identify gaps, own and manage risk/remediation
- Ensure Kyndryl’s and other 3rd parties’ delivery to the full scope of contracted services, drive cultural change and foster service excellence
- Work with the client to understand issues and requirements and respond to requests for new services to help grow the business
- Assisted Client with segregation of all systems and support after separation from WPP the parent company.
- Optimized resource allocation across various projects by closely monitoring progress against established timelines and budgets
- Enhanced team productivity by providing effective leadership, guidance, and performance feedback
- Fostered a culture of continuous improvement within the team by encouraging open dialogue around successes as well as areas for growth or development opportunities
- Strengthened relationships with existing customers through regular communication and proactive problem-solving efforts
Service Delivery Manager
IBM
01.2015 - 01.2021
- Advocate between Service Delivery and the customer
- Ensure positive customer satisfaction and customer relationship is maintained
- Coordinate with Incident Management to drive quick problem resolution
- Work with the client to understand issues and requirements and respond to requests for new services to help grow the business
- Provide technical support and participate in the Change Board and/or change control process – Provide account leadership/direction and technical support
- Drive/participate and coordinate crisis management.
Help Desk Manager
Front Office Technologies
01.2002 - 01.2015
- Responsible for the day-to-day operations of the Ogilvy help desk which supports approximately 3000 end-users across the United States
- Manage the help desk staff of 17 support representatives to ensure that all end users are receiving the highest level of assistance
- Coordinate with project managers on the implementation and support of new projects and applications.
- Used ticketing systems to manage and process support actions and requests
- Provided on-call support for critical issues related to [Software]
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Performed tests of functionality, security, and performance of different workstations and devices
- Managed high levels of call flow and responded to technical support needs
- Trained and supported end-users with software, hardware, and network standards and use processes
- Recruited, trained and supported help desk technicians and representatives
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team
- Developed comprehensive training programs for new hires to quickly acclimate them to company systems and processes
- Streamlined help desk operations for increased efficiency and faster response times
Account Manager
Front Office Technologies
01.2001 - 01.2002
- Coordinate activities of seven information technology consultants placed on site at Ogilvy Worldwide Advertising
- Utilize formal ITIL help desk procedures to provide end-user technology support for 3000+ user community of Ogilvy North America
- Provide user training and support on several business applications, including the Excellent teamwork and communications skills
- Well versed in Windows and Macintosh operating systems
- Implemented, enhance, and upgraded hardware and applications for laptop users
- Extensive experience managing documentation for laptop specifications.
- Increased client satisfaction by building strong relationships and addressing their needs promptly
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments
- Established clear communication channels between clients and internal teams, ensuring seamless project execution
Network Support Technician
Communicar, Inc.
01.2000 - 01.2001
- Responsible for maintaining the office network
- Maintained the daily backups as well as network troubleshooting
- Assisted users with technical questions and issues
- Installed new PCs, both software and hardware.
Education
BBA - Hospitality Business
Michigan State University
East Lansing, MI 09.1993 - 07.1997
Some College (No Degree) - Hotel Management
NYIT
Central Islip, NY 09.1992 - 06.1993
Certificate -
Computer Career Center
Rego Park, NY 08.2000 - 12.2000
Skills
IT Service Management (ITSM)
Certification
Network Administration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Interests
Water Color Painting
Trading Stocks
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Career advancementFlexible work hours401k matchPersonal development programsCompany CultureWork-life balanceSoftware
Service Now
Microsoft Copilot
Cloud Technology
Active Directory
Jira
Azure
Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Languages
English
Native or Bilingual
Timeline
Service Delivery Manager
IBM
01.2015 - 01.2021
Help Desk Manager
Front Office Technologies
01.2002 - 01.2015
Account Manager
Front Office Technologies
01.2001 - 01.2002
Certificate -
Computer Career Center
08.2000 - 12.2000
Network Support Technician
Communicar, Inc.
01.2000 - 01.2001
BBA - Hospitality Business
Michigan State University
09.1993 - 07.1997
Some College (No Degree) - Hotel Management
NYIT
09.1992 - 06.1993
Business Engagement Manager
Kyndryl
1 2021 - Current
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