With approximately 20 years of experience in the field of Information Technology, I have gained expertise in various roles such as Service Desk, Operational Readiness, and Incident & Problem Management Process Governance. I am also well versed in Event, Knowledge, and Change Management disciplines.I have had the privilege of owning and continuously improving global ITSM processes and controls for large organizations. This responsibility includes designing and implementing Incident & Problem Management processes, controls, KPIs/RIs, developing and managing process documentation repositories, providing training, and overseeing CSI (Continual Service Improvement). As a process lead and control owner, I have enabled quality global execution in order to mitigate recurring risks, maintain business stability, and uphold data quality standards. Additionally, I have developed and led program initiatives aimed at achieving year-over-year performance improvements for the support organization.Throughout my career, I have been honored with multiple recognition awards for consistently going above and beyond to ensure project and team success. I am proud to have demonstrated core values such as integrity, collaboration, and taking ownership. One notable achievement was being part of a group that received the ITSM Transformation CIO and People's Choice awards for flawlessly delivering a new Service Management platform ahead of schedule.