Mission-driven service delivery leader with 20+ years of experience building and leading high-performing global technical support and customer service teams across enterprise, public-sector, and mission-critical environments. Known for restoring trust during high-stakes incidents, improving customer satisfaction to consistently exceed 95% CSAT, and creating scalable, ITIL-aligned support frameworks that put people first while delivering measurable results.
Brings a values-centered leadership style rooted in integrity, accountability, and service to others. Proven ability to mentor diverse teams, strengthen operational excellence, and partner cross-functionally to solve complex problems under pressure. Particularly energized by organizations whose missions serve the common good, protect communities, and value ethical leadership alongside professional excellence.
Seeking opportunities with faith-aligned organizations where deep operational expertise, compassionate leadership, and a commitment to service can make a meaningful impact.
Solution-oriented and forward-thinking Technical Support Leader with 20+ years of experience driving global support operations, complex incident management, and customer satisfaction across enterprise, telecom, and public-sector environments. Expert in building scalable support frameworks aligned with ITIL, establishing KPI-driven service delivery models, and leading high-performing distributed teams. Proven track record of elevating first-contact resolution, reducing time-to-resolution, and improving the global case lifecycle through automation, training programs, and continuous improvement initiatives. Adept at executive communication, root-cause analysis, and cross-functional leadership during major incidents and escalations.