20+ years in IBM Service Desk operation from call taking, to first line management, to delivery center operations management. Experience includes over 23 years of service desk work (retail, internal and government accounts). 9 years - Call Taking, 6 years - Team Lead and 8 years in management. Supported numerous accounts, which ranged from internal IBM support, retail accounts, and government account customers. Managed large teams comprised of domestic and global resources of IBM regular and contract employees, which resulted in the successful delivery of Tier 1 and Tier 2 support for commercial customers. Gained in-depth knowledge of call center operations, services, tools, and processes and procedures and the incident/problem management lifecycle from call receipt to resolution. Delivered results on time and within budget and ensure Service Level attainment goals were met.