In charge of 24 FTEs while directing the activities of 300+ technical team members in the support of software and systems for 60,000+ end-users. Lead the implementation of ITSM service capabilities and Remedy tools in Incident Management, Problem Management, Root Cause Analysis, Change Management, Configuration Management, and Capacity Planning, substantially improving business performance. Led the IT Department to peak performance, high availability, improved productivity, and reduced costs of several million dollars within the first five years following implementation. Reduced trouble tickets from a weekly average of 4,000 to fewer than 400 in less than two years' time. Continued improvements led to further reductions in tickets to less than 120 per week within 18 months. CERTIFICATES, COURSE WORK, DEGREES