Information Technology Service Management. Technical Customer Service. Help Desk Manager. Project Manager. Strong IT Service Management (ITSM) background with emphasis on implementing repeatable IT processes aligned to service delivery best practices. Skilled at building global cross-cultural support teams. Successfully implemented offshore contact center in India and China. Highly skilled at team inclusion, employee retention and mentoring and cross-team effectiveness. Experienced at employee communications, training and marketing systems to an internal audience. Desktop applications expert, desktop and web publisher. Experienced instructor with diverse teaching background. SPECIALTIES: Technical Customer Support, Technical Project Management, Technical Communications, Technical Training, Incident/Change/Process, Knowledge Management and Service Delivery Publication - Employee Training: Getting It Right, Every Time UBM Support World - March 3, 2014 – The Knowledge Issue Speaker - HDI Annual Conference April 2013 'I want my iPhone and I want it now' about Synopsys journey into Enterprise Mobility.
Operations Manager or Industrial Engineer designing, presenting and facilitating enhancements to processes and workflows to increase efficiencies and quality while decreasing overall costs.
• Extensive experience in serving customers both business to business and direct
• Extensive background in managing and auditing regulatory and company compliance
• Extensive background in operations management
• Ability to use technology to automate processes
• Knowledge of Six Sigma and Lean Manufacturing
• Ability to work cross functionally to achieve goals
Specialties: Analyzing and enhancing workflows, work cross functionally, develop and implement audits, design and deliver training, developed and maintained budgets for departments