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Michael Hanson is an IT executive with more than 30 years of experience leading IT operations, service, and support, and has extensive experience leading globally distributed teams. He is ITIL, Six Sigma, and HDI-certified, has a BS degree in Business and Technology Management, and is a regular contributor to industry conferences and publications. Michael has a focus on IT Operations, with years of experience building global support teams from the ground up. He is passionate about building effective, happy teams and leveraging business and IT process improvement techniques to make processes more efficient, cost-effective, and reliable for both IT staff and their customers. Today, he is the VP of IT Service Desk Operations at PSCU, a premier financial services organization located in St. Petersburg, Florida, USA.