1. Donald H. Smith
(205) 586-1634 smithd@hiwaay.net LinkedIn Profile
IT Service Management (Global Problem, Incident, Project,
Engagement)
IT Account Management Professional with extensive experience in both technical and process
disciplines seeks complex, high profile Implementation or Improvement opportunities
where Management of Change, technical acumen, process discipline, and strong
relationships are required to produce success outcomes in sales, delivery, and
customer experiences.
Core Skills
• Project Management: Implementation and Engagement Strategy, Improvement
• Incident and Problem Management
• Strategic Project Management
• Business Relationships
• ITIL Management & Oversight
• Critical Incident Management
• Service Level Management
• Change and Configuration Management
• Communications
• Organizational Management
• Global Team Building & Management
Endorsements
…knowledgeable, committed, accountable, personable, approachable, thoughtful, process
oriented, a collaborator; great customer service! Hazel, Customer
…successfully implemented and driven ITIL-based processes across multiple countries and
cultures. His experience, shrewdness and sharp mentality led team to exceed the
Service Level Agreements. Omar, Dedicated Incident Manager, Employee
…a level-headed, strategic partner that you want to take with you when interacting with those
most challenging clients. Susan, Latin American Problem and Incident Manager
One thing for sure I learnt from you is how to be professional even under pressure of
uncertainty… Rupesh, Associate Delivery Manager

2. Donald (Don) H. Smith: (205) 586-1634, smithd@hiwaay.net
You taught me many values at times when I needed to learn them. I thank you for that and for
the man you are. Mark, Director, Americas Problem and Incident Management
…a keen sense of awareness of the outcome of decisions, the long-term effects of choices and
the bigger picture. Tracey, Direct Peer, Global Service Management
…key player in helping to set strategic delivery direction for service management. Bill, Systems
Design Architect
Profession Experience
Hewlett-Packard Enterprise, Hewlett Packard, Electronic Data Systems 1999-2016
ITO Service Delivery Consultant IV: HP/HPE: Project & Engagement Manager (2011-
2016)
Provided Global ITIL process management for large scale underperforming accounts managing
and guiding process lead specialists and serving as account and customer
representative.
• Created stability and service consistency, instilled confidence in high profile, demanding
accounts by standardizing services, resolving chronic problems, managing expectations
and perceptions, and providing oversight and direction in technical, process, and
reporting delivery.
• Built and managed all aspects of new Vendor Management service offering which
became the foundation of HPE’s proprietary Multi Supplier Integration model.
• Produced standard and predictable outcomes in Incident, Problem, Change, Release,
Configuration, Service Level Management; Continuous Service Improvement; and
Reporting by applying ITIL compliance strategies consistent with organizational delivery
requirements.
• Improved customer confidence by establishing strong interpersonal client relationships
as primary and escalation contact across ITIL operations, transition, and strategy areas.
• Set clear client/provider expectations by establishing clarity and common understanding
of contract and organizational terminology and deliverables.
• Established purpose to process though personalized training in ITIL process areas for
internal / external customers and 3rd
Parties.
• Improved document cross reference and searchability by creating Documentation
Library independent of folder structure.
Senior Infrastructure Specialist IV: EDS/HP: Global UNIX Engineer & Manager (2007-
2011)
Provided Global UNIX Support and Project Management for Assigned Accounts, Build Global
Team, and Onsite Technical UNIX Hosting Liaison to Account and Client.
• Created and implemented 3-tier Global Unix response team, defining roles and
responsibilities, adopting and adapting process standards, freeing top tier resources for
complex issues, and reducing overall resource costs.

3. Donald (Don) H. Smith: (205) 586-1634, smithd@hiwaay.net
• Reduced incident recurrence through Problem Management by establishing and
overseeing Root Cause, corrective actions, and next step recommendations in
continuous improvement efforts and targeted improvement plans in both process and
delivery services.
• Facilitated Critical Incident Management war rooms ensuring complete stakeholder
collaboration resulting in rapid resolutions to high priority incidents.
Infrastructure Specialist: EDS: Account UNIX Engineer & Lead (2004-2007)
Provided Onsite UNIX Engineering Direct Support and Leadership to Top Tier Engineers across
Multiple Platforms including IBM, HP, Sun, Veritas, and Enterprise Toolset.
• Developed specialty support within full function engineering team through leadership,
organization, coaching and mentoring, and motivation.
Infrastructure Analyst: EDS: HPUX Service Guard (Clustering) (1999-2004)
Provided UNIX and Cluster Administration and Management to High Profile Bellsouth
Application Infrastructure.
• Reduced Outages to near zero through diligence Configuration, Maintenance, and
Administration of Clustering Infrastructure for High Availability and Fault Tolerant
Systems
Weymouth Garden Club, Weymouth, Massachusetts 2013-Current
President, elected (2015-2017)
Honorary Member, awarded (2016-current)
• Managed budget, programs, services, fundraising, community and government
outreach, and park maintenance and clean-up for 85 year old non-profit garden club.
• Increased revenue 20% year over year by expanding services, offerings, and
participation in annual fund raiser.
• Increased scholarship donation to Town Scholarship Fund by 150% over two years.
• Increased membership 10% to maximum allowed by by-laws and registration.
• Improved membership services by adding garden related cooking segments and
demonstrations.
• Improved community outreach through social media, website development, and local
newspaper and television outlets. Awarded dedicated local channel television time slots
for informative and educational garden club programming.
• Increased organizational visibility through logo development and community work
efforts.
Education
Associate’s Degree of Applied Science in Marketing BROWN MACKIE College, Kansas City
ITIL v2 & v3 Foundation Certification Loyalist
Lean Management Simplilearn
Green Belt Six Sigma Simplilearn