I have over 20 years of experience in service delivery environments including ITSM, Program and Project Management, and quality and process improvement. I have a wide range of experience in federal and city government contracts, as well as experience in the private sector. I have an ITIL v3 Foundation certification with 20% Service Transition, 60% Service Operations and 20% Continuous Service Improvement distribution of experience. My strongest assets are improving service quality by optimizing IT Service Management processes, managing complex projects across multiple functional areas, and customer relationship management. I have implemented Change Management boards, processes, and technology in multiple environments and am well versed in the critical role Change Management plays in maintaining a stable IT Operations environment. I have served as a deputy program and deputy project manager. I have a DoD secret security clearance.