Proven IT service delivery expert with over twenty years of experience and 20 certifications that include ITSM Instruction, ITIL v. 4,ITIL v4 Managing Professional, ITIL v4 IT Strategist: Direct, Plan, Improve, Agile Scrum, DevOps, and Lean Kaizen. Leads customer service offerings with highly visible, large scale, mission critical initiatives across federal, state, public sector, and global market known for implementing “workable wow factors”. Provides best practices on large-scale ITSM contracts over $100M supporting hundreds of IT resources and hundreds of thousands of end-users. Focuses on creating meaningful customer support processes that lead to successful service delivery with expertise in Knowledge Process Quality Model (KPQM), customer experience, stakeholder engagement, instructional design, technology adoption, help desk, and training. Passionate about a client-first orientation and act as a trusted collaborator, consultant, and coach across programs, giving 101% in a signature fashion that has won awards, provided opportunities as a key-note speaker at conferences worldwide. Experience also includes the implementation of Platform-as-a-Service (PaaS), Infrastructure-as-a-Service (IaaS), Software-as-a-Service(SaaS), and the use of tools such as ServiceNow, AI, ML, and web-based solutions. Have served on the IT Leadership Team for both the Summer Olympics and the World Cup, have written articles for Support World Magazine, and have trained over 1,000 professionals in ITIL (foundation courses as well as the advanced curriculum) with a certification pass rate of over 98%. Government sector leader, thought leader/consultant for UN (World Health Organization), numerous government classified programs supporting FEMA, Navy, NIH, VA as examples.