Since November 2020, I have served as McDermott Will & Emery's Senior Manager of Service Management. I manage our Help Desk, and I am running and constantly improving our service management processes. It's an awesome job with an incredibly talented group of people, both within IT and in the firm as a whole.
Previously, I led Norton Rose Fulbright's global IT Service Management "Operations" efforts (Change, Incident, Major Incident, Problem Management, etc.), which involved applying the ITIL framework in a way that benefited our regional and global IT operations models. I worked for Norton Rose Fulbright (in the US, formerly Fulbright & Jaworski LLP) since 1990, but my job changed multiple times over the years. I've been proofreader, help desk, trainer, developer, manager, and director. Several years ago I worked on the Microsoft Word Legal Advisory Committee, and from 2003 to 2007, I served as one of Houston's Volunteer City Representatives. I also worked a couple of different ILTA committees up until about 2011, when we started going through some major transformations that regrettably took me away from active participation!
Useless Trivia: I started at Fulbright as a proofreader with a degree in Drama and almost no computer experience. They stuck a computer in our already cramped proofreader office, and that launched my IT career.