I am a dynamic and results-oriented technology leader with over 20 years of experience managing enterprise technology operations and system support. As an accomplished IT operations manager, I work with users and stakeholders across the enterprise to successfully lead technical support and ongoing projects. My background is built on a strong foundation, including the following highlights:• Managing global software support operations. • Designing and implementing support strategies to achieve top-notch customer experience.• Rebuilding operation workflow processes to improve operational and cost efficiency.I am guided by a strong work ethic, commitment to outstanding customer service, and an ability to embrace the constantly changing technology landscape. I am passionate about building highly effective teams and work closely with team members to provide coaching and training to help every member achieve success and contribute to the overall team goals. ACCOMPLISHMENTSSome of my key accomplishments include the following:• Managing a global technology team successfully closing an average of 2K+ support tickets per month.• Studying and refining support workflow processes to lower incident resolution times by 30% and grow customer satisfaction from 82 to 96% Top Box score.• Increasing sales revenue 20% by identifying and having sales teams focus on the most effective sales channels.• Planning and overseeing budgets of over $2M. • Building a knowledge base of solutions to the most common user problems resulting in an increase of first-contact resolution rates by 25%. If you would like to connect or know more about my professional story, please send me an InMail message or email me at a730dfs@gmail.com.