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.