Insightful and action-oriented IT Service Management professional with notable success reducing incident tickets by up to 18% while dramatically increasing the Service Levels from 73% to 95%. Successfully managed and delivered a threefold increase in CRM enhancements worth USD$40K managing a combination of in-house and outsourced global teams. Transitioned two different CRM Support groups into one Global CRM Support model serving a complex organizational structure of 20 country offices in Asia, Europe and Latin America