Certifications

"Learning is a treasure that will follow its owner everywhere." - Chinese Proverb

ITIL 4 certification is a globally recognized credential that demonstrates knowledge of IT Service Management (ITSM) best practices. ITIL stands for Information Technology Infrastructure Library.

A/CCRF is to enhance understanding and application of the NIST cybersecurity framework within various organizational contexts, focusing on cyber resilience and strategic risk management.

A Salesforce Administrator is responsible for managing and customizing the Salesforce CRM platform , ensuring users can effectively utilize the system by configuring settings and managing access.

CompTIA Security+ is a global certification that validates the baseline cybersecurity skills necessary to perform core security functions and pursue an IT security career.

CompTIA Network+ validates the core skills necessary to establish, maintain, troubleshoot and secure networks in any environment, preparing you for a rewarding career in networking and cybersecurity.

Certified Predictive Index Analyst - PI helps companies understand how their people think and work so they can build dream teams, create better work, and foster a better world.

Work Experience

With over 15 years of experience in IT service desk and call center operations leadership, I specialize in optimizing support teams, improving service delivery, and enhancing operational efficiency.

My expertise is leveraging ITIL 4 principles and strong communication strategies to drive exceptional customer experiences and business success.

Team Leadership

IT Service Desk Manager & Incident Response Lead

US Dept of Veteran Affairs

Jan 2022 - Present

Manage high-performance teams and enhance operational efficiency through ITIL frameworks.

Call Center Operations Manager

ETourandTravel

Jan 2003 - Aug 2016

Managed inbound & outbound call centers, ensuring high customer satisfaction and efficiency.

Contact Keith Rogers