Cynnthia L Email Address

Senior Director, Internal Tools

Thumbtack helps consumers hire experienced professionals to accomplish personal projects.

Dynamic, driven, customer-focused leader with over 10 years experience in IT Operations and Support: Proven success building high-performing teams and scaling IT processes to deliver world-class service and support the company’s growth from $100 million to over $2 billion in revenue. Business Strategy and Project Management: Demonstrated ability to define technology strategy and roadmaps to align with business goals and budget. Have led global, multi-million dollar projects from budget and resource planning, through requirements gathering and RFP, to deployment and successful transition to IT Operations. Operations Reporting and Analytics: Extensive experience defining Support KPIs and publishing Operations Reviews for Management and Business Partners. Continuously analyzes and improves support quality through increased efficiency, root problem resolution, automation and right-to-left initiatives. Exceptional Communicator: Leverages strong verbal and written skills to collaborate effectively with cross-functional teams, business partners and management to understand impacts, identify solutions and deliver results. Specialties: service desk / desktop management, customer service relations, technical documentation, support reporting & analytics, incident, problem and change management, ITIL Framework, budget & cost analysis, policy creation & enforcement, knowledge management, agile development methodology, team building & mentoring, talent development, strategy & roadmaps, vendor management, audit & compliance