IT Incident Manager with substantial experience managing high severity, critical incidents with a focus on reducing mean time to restore. Proactive and decisive risk taker who maintains a focus on aligning IT services with business goals.Experience defining and documenting Incident processes and integrating them across Release, Configuration, Change, and Problem within large organizations. Recruiting Manager with experience managing multiple global staffing partners and a temporary workforce in excess of 1k. Designed and implemented recruiting processes and procedures for Fortune 500 clients. Trend setter in job profile creation practices, and developing behavioral and technical assessments in support of profile attainment.As a Training Manager and Instructional Designer Lead, managed and developed instructional designers, created and implemented training plans for large scale technical support operations, including ongoing automated learning measurements and reporting. Authored a suite of flash based video tutorials in support of self based and facilitator led training deployments.Fluent in FrenchSemi fluent in SpanishSpecialties: ITIL v3 Foundations, certifiedITIL v2 Practitioner - Support and Restore, certifiedTechnical proficiency with Viewlet Builder; Robocopy; Captivate; Macromedia; Office 2007, including Sharepoint design