Part of a global team that provides Incident Management for a global telecommunications and entertainment company in an ITIL based ITSM Managed Services Agreement.• Manage a 24x7 Incident Management Hotline and work with individuals or the global service desk to capture pertinent details to create incident tickets in an ITIL base Service Now environment.• Engage support teams via voice, chat and paging systems to respond, review and resolve an incident.• Maintain documentation and Executive engagement during the incident and provide handoff to the problem management team to identify root cause analysis.• Provide assistance to the Change Management Organization in the review and approval of change tickets

Twenty one years of increasing responsibility and leadership opportunities in the management of people, process and infrastructure on a global scale meeting the business needs of internal an external clients. From the beginning as Matrix Marketing to the creation of Convergys Corporation to the sale to Concentrix Corporation. In my last role as Senior Manager, Global Delivery Manager I led a diverse team of 20 Engineers located in six countries overseeing the 24 x 7 operations of 3000 physical and virtual devices in 125 sites supporting 125,000 employees around the world.

Managed a team of seven professionals providing Help Desk Support, Desktop system deployment and EDI process management,