With over two decades of experience in Information Technology ,IT service management, operations, customer success and continuous improvement. I am a results-driven IT leader who consistently delivers transformational results. I have a proven track record of driving team success through a customer-centric approach, resulting in cost savings and streamlined operations. I possess a special talent for leading in uncertain circumstances, aligning outcomes with strategic objectives, and developing effective processes based on my experience. With my broad perspective and ability to break down problems into manageable chunks, I help diverse teams work effectively together. I coach and mentor executives and their teams, fostering excellent customer service while thriving in challenging situations. Managing vendors, offering a strategic vision for organizational design, and leading efforts focused on customers are some of my particular areas of expertise. Throughout my career, I have refined competencies in leadership development, stakeholder collaboration, and the integration of business and technology, while maintaining values of operational excellence and ethical integrity. I led the team through a transformation to become more service-oriented, enhancing productivity and teamwork. This involved implementing an enterprise-wide ITSM solution, establishing a governance board for stakeholder and vendor coordination, facilitating the switch from legacy Exchange to Google Apps for Business, I improved patient care, cost savings, and long-term fixes through incident root cause studies and collaborative governance committees. Additionally, I oversaw hardware and software asset deployment, ensuring compliance through contract and configuration management. The formation of a vibrant team also contributed to enhanced customer satisfaction. As an accomplished Director of Customer Success & Continuous Improvement, I'm dedicated to ensuring customer success, driving SLA adherence, achieving KPIs, and delivering exceptional release management. I am well-versed in the disciplines of financial auditing, budget administration, quality assurance, and incremental growth. I excel in team development, technical documentation, and strategic planning. Let's connect on LinkedIn or via email at 𝗺𝗶𝗰𝗵𝗿𝗮𝘆𝟰𝟮@𝗼𝘂𝘁𝗹𝗼𝗼𝗸.𝗰𝗼𝗺 to discuss how I can contribute to your organization's success.