Results-oriented IT Service Management professional with 8+ years of experience specializing in Learning & Development strategy, Process Improvement, and Project Management. Proven expertise in designing and launching comprehensive new-hire training curricula (including internal knowledge systems in SharePoint and Microsoft Viva), targeted policy and procedure endeavors, facilitating cross-departmental operational excellence, and implementing several technician performance coaching programs that drive continuous improvement. Mastery in leveraging data analytics to inform policy, developing scalable technical documentation, and championing organizational-wide success across various departments.