author
With a rich history spanning 16 years in leadership, I have had the privilege of leading teams ranging from teams of 4 to robust teams of 125 individuals. I have spent the past decade in the role of a Service Delivery Manager, cementing my reputation as a seasoned IT professional with a comprehensive skill set. I bring extensive leadership experience and a proven track record in IT service management built on the sturdy foundations of ITIL 4.
As a seasoned and results-driven IT professional, my forte lies in extensive leadership, coupled with a stellar track record in IT service management. My expertise spans IT operations, service desk management, IT documentation, process creation and implementation, project management, technical support, IT sales, and a comprehensive understanding of MSP software and their configurations. Armed with a unique blend of business acumen, leadership acumen, and technical proficiency, I am poised to make impactful contributions to any MSP.
If I was a Star Wars character, I’d be Obi Wan Kenobi. Why? Because, much like the wise Jedi, I’ve got a strong moral compass, and I tackle problems with thoughtfulness and precision. I bring the force of skills, and just like Obi, I lead my teams with kindness, understanding, patience, and respect.
From Micromanagement to Strategic Insight: Transforming Time Tracking in MSPs [free ebook inside]
Time and time again, I address what I consider to be one of the toughest processes to implement and culture to build - Real-Time Time Tracking. A tale as old as time. This is a hot-button issue for technicians within the MSP/ITSP Industry. When done poorly, your team WILL feel micromanaged and untrusted, resulting in dissatisfaction and high turnover.
The Growth Program's First-Class Experience
Having spent countless hours at sea with my husband, I've discovered that true luxury isn't about the destination, it's about the journey. While every cruise ship passenger arrives at the same ports, for those in first-class suites experience something extraordinary along the way. First-class cruising isn’t just about a slightly bigger room or a larger balcony. It’s about how we’re treated. It’s the white-glove service, fast response times, and the priority treatment that elevates the experience. From priority boarding to personalized service, the experience is so exceptional that we keep going back, not just for the destination, but for how it makes us feel like we are the most important passengers throughout the entire journey.
The Art of Going in Curious
Many years ago, my mentor introduced me to this idea when he was guiding me through preparing for a difficult conversation. Back then, I had no idea just how powerful and far-reaching this simple mindset would be. Yet over time, I’ve seen how it can completely shift the tone, quality, and outcomes of nearly any interaction.