Michael Hanson is a seasoned IT leader with over 30 years of global experience in IT Service and Support, currently holding the role of Vice President, IT Service Desk Operations at PSCU. His expertise includes leading diverse teams and driving process improvement initiatives, establishing him as a strong industry leader. Michael is a regular contributor to industry publications and a frequent conference speaker, offering valuable insights into the field. With a Bachelor of Science in Business & Technology Management and certifications with FEMA, HDI, Six Sigma, and ITIL, Michael combines a strong educational background with practical knowledge. He is actively engaged in the IT service and support community, serving as a local chapter officer in the Skyway HDI Chapter.