I am a highly motivated ITIL certified professional with extensive global leadership experience and a proven track record of maintaining customer service and satisfaction. Focused on ITSM, I have a broad background in applying Incident Management, Problem Management and Change Management to successively deliver IT services in fast paced and high pressure business environments. As a leader in a global workforce, I mentor and coach staff to success using an inclusive approach that helps me create high performing teams capable of delivering projects and services on time and within budget. Through goal setting and performance reviews, I manage team performance, work through issues and maintain their professional growth. For hybrid and outsourced services, I work with vendors to clearly define SLAs and manage their performance to meet those performance metrics. As a Product and Service owner, I build strong partnerships with my customers, meeting with them regularly to review IT performance and to consult with them on current and future challenges. By working with customers to identify KPIs, I provide customers measurable performance information to develop baselines and identify service improvements.I have excellent problem resolution, decision making and interpersonal skills and have a strong talent for effectively communicating with colleagues, customers and executives. Specialties:ITIL Certified IT ManagementCustomer ServiceService DeliveryProject ManagementInfrastructure SecurityResource AllocationStaff DevelopmentVendor Managementtrepetti@gmail.com201-733-0122