Jim is a leader who merges individuals into Teams creating ITSM processes and tools that meet customer needs. He is a change agent who recognizes that business as usual does not deliver sufficient competitive advantage. An effective communicator, Jim drives service improvement projects transforming operations effectively and efficiently. He has worked on domestic and international government Programs for civilian and defense agencies. In addition, he holds the ITIL Service Manager (Expert) and Project Management Professional Certifications. Education includes a MBA in Finance and a BA in Economics.