1. CORE EXPERTISE
1
BA Economics and Marketing
Business Technology Manager
Help Desk & Call Center
Associate Director/Director X3
Training Manager
Service Optimization
Manager /Director X2
Process Owner for each ITIL
Discipline
Multi-Million Dollar Program
Management

2. COOKIE CUTTER APPROACH
People
Process
Tools of the Trade
Communicate
Manage Organizational Change
Deploy
2

3. SERVICE OPTIMIZATION
(PEOPLE, PROCESS, & TOOLS OF THE TRADE)
3
Q1-13Q4-12Q3-12Q2-12Q1-12Q3-11Q2-11Q1-11Q4-10 Q4-11
Operations Lights On (People) Accepted accountability for Help Desk, hosted
several Professional Development workshops
Tools of the Trade Daily metrics, Workforce Mgmt. & Monitoring
Tools
Tools of the Trade Negotiated Maintenance only contract to replace
HEAT tool
Great Expectations (People) Individual balanced scorecards, weekly feedback
sessions, Job family
Tools of the Trade CA Service Desk Project
Tool of the Trade CA Service Desk Pilot/Go-Live
People, Process, Tools Continuous Improvement
Transition Represented Legacy CHE leading the Service
Management, Help Desk, and Desktop team

4. TRINITY RESULTS
59
76
82
85 87
11.8
7.5 5.9 4.5 5.5
0
10
20
30
40
50
60
70
80
90
100
2010 2011 2012 2013 2014*
S
L
A
Year End Average
*2014 YTD
Before and After
SLA
ABD
2014 SLA = 80% in 60
2010-2013 SLA = 80% in
4

5. OTHER MAJOR PROGRAM
SUCCESS
Global HR Service Delivery leveraging SAP HR
 Pfizer Inc.
IT Service Delivery Implementation
• The Vanguard Group
Global Replacement card implementation
• MasterCard
5