Brandon Caudle is a seasoned veteran of the technical support industry, with more than two decades of experience as practitioner, vendor, and consultant. He's the author of two books on leadership and customer service, and he speaks at industry conferences around the world. From ITSM and KCS initiatives to day-to-day operations, he leads virtual teams scattered across time zones and continents, utilizing technology and innovation to bridge distance and culture. In his current role as IT service desk manager for First American Financial, his team works seamlessly across three countries to provide a single point of contact for 17,000 employees worldwide.
Follow him on Twitter @BrandonCaudle