With over 20 years of experience in information technology, I am a Senior Operations Specialist at RTI International, a leading research institute that works on global challenges in health, education, energy, and more. I am passionate about enhancing the performance and efficiency of IT services and processes, and empowering the IT staff and stakeholders with the best tools and practices.As a certified ITIL 4 and ServiceNow professional, I manage the training and communications for the IT department, ensuring the alignment of the IT strategy and objectives with the business needs and expectations. I administer the learning management system, multiple learning platforms, intranet site, SharePoint site, internal communications, digital signage, and weekly/monthly reporting and publish bi weekly newsletters. Through these activities, I contribute to the continual service improvement and quality assurance of the IT services, and foster a culture of collaboration and learning within the IT team and the organization.CERTIFICATIONS & BOARDSUdacity Business Analytics Nanodegree 2020ServiceNow Certified System Administrator 2020ITIL 4 Certification 2019Certified Scrum Master, 2015HDI Team Certified, 2014Certified HDI Support Center Manager, 2012 Certified Track-It! Administrator, 2011Certified HDI Support Center Team Lead, 2009 Centers for Medicare and Medicaid Services Award for Outstanding Service to the Healthcare Quality Information System (HCQIS) Community, 2011 CMS QIAC Board Member and Systems Workgroup Co-Chair, 2008 - 2015QIO Security Point of Contact, 2008 - 2015