A passionate and motivated Service Desk/Operations Manager to lead, coach and mentor teams to be successful in Service. Excellent in identifying trends and developing reports and dashboards for pinpoint direction via predictive analytics. As a builder of professional relationships, I have been very successful in transforming expensive call centers or help desks into cost effective Service Desks. This occurs when you are able to lead a team to believe they should not only focus on resolving problems, but prevent them from happening in the 1st place, all the while focusing on exceeding the overall customer experience. ITIL v3 and HDI Director certified. Focused on understanding the evolving technologies and needs of the customer allow me to deliver high touch, proactive service that focus on production and lower cost. A visionary and creative builder of teams and individuals to become a model in the industry. Building and maintaining relationships is also a success factor. I am passionate about building and mentoring all people for success. As a leader, it's my goal to see many people I interface with to succeed.