I have over 20 years of Service Management experience, with the last 10+ years spent at Epic Games. During my time at Epic, the company grew significantly, seemingly overnight, leaving the IT Support organization to play catch-up for years. As a new lead then, I needed to prepare for the scope and scale of the changes Epic and Epic IT were going through. I received a real-time, hands-on education in surviving and thriving in chaos. I have significant experience with team building, process creation, metrics and reporting, ITSM practices, Knowledge Management, and AI/chatbot implementation.

Presenting:

• Session 501: Quality within Quantity