With nearly two decades of experience in ITIL Service Management, I am a Unified Command Lead at the Critical Incident Center at Salesforce, one of the world's leading CRM and SaaS companies. I am an ITIL Expert certified professional with a proven track record of delivering flawless responses to high-severity multi-customer incidents, prioritizing exceptional customer experiences with urgency. I leverage my deep knowledge of complex SaaS systems and strong collaboration skills to drive incident resolution, working with cross-functional teams across multiple GEOs. I am passionate about empowering teams to achieve remarkable results, translating ideas into actionable goals, and delivering timely and cost-effective projects. I am committed to continuous self-learning, embracing challenges, and leading change with passion and determination.