Led the World Wide Reengineering of IBM’s PC Company Technical Support Structure. Responsible for a world wide, twenty million dollar Customer and Business Partner Help desk project. Developed the vision and strategy for the support structure of the future. Designed and developed the IT design and drove an aggressive implementation. Reengineered Help desk processes, organization, tools, internet solutions, and measurements. Project was delivered on time, under budget and became the model for other Reengineering endeavors by the PC Company