Team Lead through multiple iterations of Customer Relationship Management (CRM) platforms as part of global strategy initiatives leading to the current baseline of ServiceNow.Coordinated global initiatives to migrate to better support tools and defined processes to improve quality.Knowledge Centered Support (KCS) Coach and Lead as the leading contributor to knowledge Base articles, setting standards for the level of detail and responsiveness. Improved the workflow for all departments.Identified gaps in user training, developed User Guides and conducted training classes consistent with corporate standards and conducted frequent training classes. Developed material and conducted Train the Trainer workshops on this methodology and conducted workshops, preparing the necessary training material.