Enthusiastic IT customer support leader with expertise in technical service desk operations and staff management, end-user customer relationship management, communications, and managing change. Quality focused leader with a track record of building effective and cohesive teams. Extensive experience in leading collaborative initiatives with cross-functional teams, using a customer-centric approach to ensure satisfaction and success.
• Customer Service -- passion for delivering exceptional customer service that contributes to the overall customer experience
• Customer Liaison -- trusted partner; able to communicate complex or technical concepts to non-technical staff. Balance and bridge gap between business and IT
• Leadership/Team Building -- known for caring, listening, coaching, and empowering individuals. Recognized for transferring high personal performance standards to teams
• Effective and Efficient IT process design, development, and implementation
• Project Management -- astute and able to navigate/manage change and communications within the organization's culture
• Problem Solving -- able to anticipate unasked questions and drive out answers
• ITIL Principles and ITSM Best Practices