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.
I design creative solutions to technical problems for small businesses and nonprofits. For several years, I worked for managed service providers helping large companies achieve their goal of high quality IT services in various service management and technology support roles.
Several years ago, I joined HDI as a way expand my knowledge and network: learn best practices, build professional relationships and even give back to the community. I stepped up where there was a need and have held several roles in the San Francisco Bay Area HDI local chapter. In each one, I learned something interesting and helpful: volunteer leadership; networking; social media; & event marketing. But the professional relationships have meant the most.
When not learning new technologies or practices, I am often found in a kitchen cooking meals for 1-100 people, relaxing by a fire after a hike with friends and family, or reading a book. I enjoy making new professional acquaintances. Reach out via LinkedIn if you want to talk shop: service management, technology, information security, or business.