PMP, Lean Six Sigma & ITIL Certified IT Business Analyst with excellent writing, negotiation, and presentation skills.

I possess 15 years of broad experience in Information Technology and Resource Management. My specialties include Customer Service & Service Delivery, Productivity, Utilization, Data Analysis & Resource Optimization as well as Coaching, Hiring & Retention of Exceptional Staff. 

I'm practical, articulate and creative with a proven ability to solve difficult business, resource, and technical problems. I have proven success working with end users, customers and employees as well as increasing both customer satisfaction and employee performance through leadership, effective communication, and cohesive team building. I am able to streamline and customize policies and procedures to improve efficiency. I’m also highly experienced in creating, analyzing and acting upon metrics, trend charts, and other data modeling tools. Strong background in a fast paced, service level agreement (SLA) driven environment.

In the past 5 years, I have also become certified in ITIL as well as Lean Six Sigma, obtaining my Green Belt certification by leading and implementing multiple process improvement projects including reduction of Mean Time to Resolve and “Shoulder Tap” reduction, for Tier 1 Deskside Support and Global Service Desk teams. These changes  led to $670,000+ in annual savings for the customer.