Willette Glenn is a senior service desk manager for PepsiCo. The PepsiCo Support Center, which services both the US and Canada, comprises 100 analysts and averages more than 600,000 interactions per year. Prior to joining the service desk, she worked as a engineering and development manager, integrating and deploying CRM solutions for the enterprise. Willette received her BS in electronics and computer technology from North Carolina A&T State University, and she is certified in ITIL v3.