After high school, my first job was working as an electrician. Being very young and new to the working world, I learned a lot very quickly. I was a teenager working on construction sites with grown men who had many skills that I was able to learn from. Math is essential in the electrical industry because it helps ensure you don't overload a circuit, calculate amperage and wattage, and get the correct bends on wiring. Learning to read plans with all the details was also essential. Being able to relate a small drawing to an actual construction was difficult to learn, but you had to be sure you understood it well. Otherwise, you could make mistakes by placing items where they weren't supposed to be and having to move them, resulting in wasted time and money. The two most important things I learned were safety and teamwork. These two elements go hand in hand. Safety is not just about keeping yourself safe, but also about looking out for others around you. This job has provided me with some of the essential elements of my career. My second job was as a waiter at a local restaurant. Although I received detailed training on the restaurant, menu items, meal preparation, and how to wait at tables, the majority was trial and error. I learned time management and multitasking skills by waiting on multiple tables at the same time. This was very important as each table was always at a different time in their meal and I had to be aware of their subsequent needs and not cause delays due to them waiting for service. I was also able to develop my teamwork skills by stepping in when others were in need. I became a catering trainer for newly hired servers. I taught courses on restaurants...... middle of paper ...... ls, automation and agent training to reduce operational costs by 40% in 14 months. I identified, developed and implemented a new product solution using existing processes to transform the support center from a cost center to a P&L operation. The solution exceeded the revenue target by 237% in its first nine months. I was also able to implement and execute a 14 month roadmap to transition low priority domestic customer contacts to an offshore and nearshore provider, resulting in a 100% improvement in customer response time and an 85% reduction in cost per contact. After transitioning to the new support model, I was promoted to IT Helpdesk Service Delivery Manager. Moving into this role has made me a leader now responsible for the overall operations and service delivery of our contracted outsourced suppliers as well as customer account management..