Advanced experience in ITIL methology with Incident, Problem, Change, and Configuration Management. Have developed many online applications to support the process flows required to support a complex corporate environment managing day to incidents and changes. I have years of experience in customer support related requirements for helpdesk, engineered process to support the helpdesk environment from front line information collection to back end implementation tasks. Many years of design and requirements management to complete project targets on schedule.Specialties: Recently (June of 2008) lead a team of technicians converting multiple database platforms (mainframe) to a single Unicenter Service Desk platform at an international level. Team leader for all customizations and Service Desk upgrades with First Data. Currently building a project plan to migrate from Service Desk 11.2 to version R12.
Listed skills include Process Improvement and Itil.