Open to opportunities

Trenton Penkal

@trentonpenkal

Message

IT service desk leader driving ITSM maturity and cost-saving outcomes.

United States

Message

What I'm looking for

I am seeking a role where I can lead ITSM/service desk operations, drive process maturity, optimize vendor costs, and deliver measurable service improvements in a collaborative, cross-functional environment.

I am an IT Service Desk Manager with 14+ years leading end-user support, multi-site service delivery, and ITSM operations using ServiceNow and ITIL-aligned practices. I lead cross-functional teams, manage vendors, and focus on major incident response with RCA follow-up to prevent recurrence.

My achievements include negotiating a RingCentral migration that secured ~$715K in annualized savings, improving service maturity through standardized reporting and knowledge management, and delivering operational stability across fulfillment and call-center environments. I deliver measurable cost optimization, process improvement, and reliable workplace technology support.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Manager

Current

Integrity Express Logistics

Aug 2021 - Present (4 years 6 months)

Led a 14-member service desk supporting ~720 users across 14+ sites (US/CA/MX), implemented ServiceNow-driven ITSM processes and ITIL practices, and delivered $715K in identified annualized telecom savings through contract negotiation and review.

ServiceNow ITIL Incident Management Vendor Management RingCentral Intune Root Cause Analysis

IT Systems Manager

Kroger

May 2020 - Aug 2021 (1 year 3 months)

Directed IT operations for Kroger's first automated fulfillment center, deployed and supported 400+ devices, and maintained stable Avaya telephony and AV systems to minimize outages and support fulfillment operations.

Office 365 Active Directory Avaya Crestron Windows Project Coordination

IT Site Manager

Chewy.com

Apr 2019 - Apr 2020 (1 year)

Managed IT infrastructure and 24/7 support across three fulfillment centers, maintained a ServiceNow asset database of 1,000+ devices, and implemented a workaround that prevented $400K–$800K in losses for critical pharmacy software.

ServiceNow Windows Asset Management Incident Response Fulfillment Operations

Desktop Support Manager

Jagged Peak

Jul 2016 - Apr 2019 (2 years 9 months)

Managed eight desktop technicians across three facilities supporting call centers, implemented KPI/reporting dashboards to reduce time-to-resolution and improve team throughput, and oversaw SCCM-based deployments and imaging.

SCCM Jira Service Desk Windows KPIs Team Management Imaging SLA Management Call Center Support

Support Bar Analyst

8451 (Dunnhumby)

Jul 2014 - Jul 2016 (2 years)

Provided desktop and application support for 1,000+ users in Office 365/Active Directory environments, assisted in Office 365 migration and Cisco Jabber implementation, and supported Windows and macOS endpoints.

Office 365 Active Directory Windows MacOS Desktop Support