* 30+ Years of Technical Support Customer Service Experience* 25+ Years of IT Management Experience * 20+ Years of Technology Support for a university and university health care enterprise* 10+ Years of Project Management* Functional knowledge of SAP, Expert in MS Office Products, desktop OS, development architectures, security and identity management protocols, and various email and other desktop products. I possess knowledge and experience utilizing and supporting Call Center Software, SaaS, ITSM suites, Learning Management Systems, networking systems, software, hardware, personal computer applications and equipment and mobile platforms, and VoIP and analog telephony. I offer passions and determination that have enabled me to develop myself, my teams, and my organizations. I use these to enhance value and develop positive customer experience and to drive further interaction while enhancing service effectiveness and cost optimization. I am driven to seek success by enabling customers to fulfill their needs, boost my team’s growth and performance, and meet the challenge of positive change. My goals are to continue to work toward developing World Class operations through industry best practices, new technologies, education, and collaborative informed decision making based on metrics and transparency.Specialties:* Project Manager for DaaS business case analysis and implementation.* Tech Lead for SaaS ITSM application suite selection (Service Now). * Implemented Service Level Agreement (SLA) and Incident Tracking processes across IT sector, as part of the ITIL ITSM implementation. * Management of IT Service Desk operations and call centers within major organizations, with multiple locations, large staffing, and 24x7 operations* Service Ownership for Incident Management and Request Fulfillment* Experience managing teams efforts on IT infrastructure projects within large matrixed organizations