Michael Hanson is a seasoned leader with over 35 years of experience in the IT Service and Support industry. He is currently the Vice President of IT Service & Support Operations at Velera, a leading financial services company. Michael specializes in building high-performance support teams and driving continuous improvement across operations. He has managed diverse and global teams, successfully leading initiatives to enhance service delivery and optimize support functions worldwide. Michael holds certifications in continuous improvement, ITIL, and is a HDI certified Service Center Director. He earned his BS in Technology Management and is a frequent speaker at industry conferences. As an author and thought leader, Michael shares insights on best practices in IT support, leadership, and operational excellence.