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Michael Hanson has a broad background in information technology, and is an IT executive with over 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 in Business Technology, and is a regular contributor to industry conferences and publications. His passion is 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 Vice President, IT Service Desk Operations at PSCU, one of the USA's premier financial services organizations.