Elia has over 13 years in Organizational IT leadership spanning ITIL and IT Service Management environment. Throughout he has functioned in a leadership capacity in IT Operations, Project Management, Service Delivery, and Consulting. Additional focuses include requirements gathering, development quality standards, process improvement, lean IT, and vendor management.Elia started his customer-centric and customer success journey at Disney by leading each of his locations to the highest service awards possible within the organization. He also leveraged his queuing analysis skills to improve efficiency while maintaining a safe and courteous environment.After leaving Disney he joined worked at Kaiser Permanente IT in multiple capacities for business and clinical with patient care in mind. There he focused on improving patient and customer care with continuous improvement practices having been on the functional side of system implementation as an advocate for the organization delivering technical solutions through partners. Elia's work at Kaiser spanned IT operations, consulting, project management leading projects and initiatives from interactive patient care to tele-health.In every part of is journey his moral compass, empathy and dedication to customer success has driven him. He has seen it all from the ground up and been on both sides of projects, implementations and initiatives and understands the customer experience. Leveraging customer success as a core value when working with internal, external customers and stakeholders has been his rallying cry to help give projects and initiatives life and meaning that equates to customer success. In health care, that translate to improved patient care.