I am a highly motivated and enthusiastic individual with more than 15 years of management experience in an IT Operations environment. I have held roles increasing in responsibility and have been highly engaged in strategic direction, vendor relationships, budgets and the planning and execution of both problem and incident management processes. I am a student, practitioner and mentor of IT service delivery. I spent several years studying ITIL best practices and have used my expertise to drastically reduce internal service delays and improve overall vendor relationships. I have a passion for leading high performing teams that are committed to positive customer outcomes. Specialties: -Leadership-Incident Management-Problem Management-Project Management-Quality Systems-Workforce Systems-Coaching and Mentoring-Team Building-Performance Management-Process Improvement-Quantitative and qualitative analysis