Paul Smith
Yukon,Oklahoma
Summary
IT Leader with expertise in IT Service Management and team development. Demonstrates a strong track record in establishing change management processes and fostering collaboration with non-IT executives to deliver efficient IT solutions. Committed to continuous service improvement and creating a just culture within IT operations.
Overview
16
16
years of professional experience
Work History
Service Manager - ITIL
OU Health
Oklahoma City, OK
01.2023 - Current
- Established Change Management process to enhance organizational response to changes.
- Developed structured approach for problem management, improving resolution timelines.
- Collaborated with developers and stakeholders to create effective processes and tools.
ITSM Manager
INTEGRIS Health
Oklahoma City, OK
01.2020 - 01.2023
- Enabled service management processes that fostered a just culture.
- Lead and develop a team of both ITIL process engineers and analysts, and ITSM tool developers and admins.
- Define department strategy that aligns with the overall IT strategy and enables the delivery of overall INTEGRIS Health strategies.
- Ensure service management processes enable an environment that promotes a just culture.
- Partner with clinical and business leaders to stabilize delivery while maintaining the functions required for IT.
- Led IT response to major incidents and conducted post-mortem reviews to define root causes and manage associated risks.
Process Improvement Specialist-ITIL
INTEGRIS Health
Oklahoma City, OK
01.2015 - 01.2020
- Change Management – Process owner, process manager. Designed and implemented new Change Management policies and processes. Delivered a Charter for a Change Advisory Board overseeing all technologies used by INTEGRIS. Lead day to day and long-term Change Management strategies.
- Problem Management – manage Problems for resolution, engage technical teams, stakeholders, and end users to define the problem, identify a workaround, and determine what the final resolution should be and how best to implement. Perform and analyze Incident & Change Management reports to perform Problem Management reviews and develop RCA’s.
- Developed a functional Configuration Management Database (CMDB) to track relationships and services.
- Developed a functional CMDB that tracked relationships and services.
- Major Incident – help lead teams through these events as Major Incidents unfold, while adhering to the processes and policies in place.
- Served as a senior ITIL consultant on all ITIL processes within the INTEGRIS organization.
Consultant IT Asset Management
Williams Energy (Access Midstream)
Oklahoma City, OK
09.2014 - 04.2015
- Advised on operational processes, business development initiatives, and organizational changes to enhance overall effectiveness.
- Reviewed policies and procedures to identify and recommend improvements that support organizational goals.
- Developed strategic plans to enhance operational efficiency across multiple projects.
- Analyzed industry trends to inform decision-making and drive business initiatives.
- Collaborated with cross-functional teams to streamline processes and improve workflows.
Lead Business Analyst, IT Change Manager
OGE Energy Corp.
Oklahoma City, OK
07.2010 - 09.2013
Education
Operational Support and Analysis -
IT Information Library Certifications (ITIL)
11-2018
Planning, Protection & Optimization -
IT Information Library Certifications (ITIL)
10-2018
Release, Control & Validation -
IT Information Library Certifications (ITIL)
05-2018
Practioner -
IT Information Library Certifications (ITIL)
02-2018
Foundations V3 -
IT Information Library Certifications (ITIL)
03-2013
Bachelor of Arts - Business Finance
University of Central Oklahoma
Edmond, Oklahoma01-1998
Skills
- Incident Management
- IT Service Management
- Change Management
- Compliance
- Process design
- IT Operations
- Performance Management
- Benchmarking
- Stakeholder Engagement
- Team building
- Collaboration
- Relationship Building
Core Knowledge And Skill Areas
- Team building
- Process design
- Incident Management
- Change Management
- Compliance
- Benchmarking
- IT Operations
- Coaching
- Executive Presence
- IT Service Management
- Collaboration
- Relationship Building
Timeline
Service Manager - ITIL
OU Health
01.2023 - Current
ITSM Manager
INTEGRIS Health
01.2020 - 01.2023
Process Improvement Specialist-ITIL
INTEGRIS Health
01.2015 - 01.2020
Consultant IT Asset Management
Williams Energy (Access Midstream)
09.2014 - 04.2015
Lead Business Analyst, IT Change Manager
OGE Energy Corp.
07.2010 - 09.2013
Operational Support and Analysis -
IT Information Library Certifications (ITIL)
Planning, Protection & Optimization -
IT Information Library Certifications (ITIL)
Release, Control & Validation -
IT Information Library Certifications (ITIL)
Practioner -
IT Information Library Certifications (ITIL)
Foundations V3 -
IT Information Library Certifications (ITIL)
Bachelor of Arts - Business Finance
University of Central Oklahoma