Operations and Service Delivery Leader with 13+ years of experience in remote IT support, MSP operations, and distributed team leadership. Proven success managing 24/7 global support delivery as both an in-house operations leader and a long-term remote contractor for US-based clients. Strong background in SLA/KPI governance, incident management, escalation handling, remote troubleshooting, and cross-time zone team coordination. Reliable, self-directed, and experienced working independently under contract while meeting enterprise-grade service standards.
