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Kelly Gailey is an experienced IT professional with a strong background in service desk management and IT service delivery. Currently serving as Program Manager Lead for the Service Desk at ERCOT since April 2018, Kelly previously held roles such as Service Desk Manager at Reliable IT, where management of Level I support technicians and a customer base in Southern California was performed. At Pacific Dental Services, as an IT Administrator (Contract), Kelly created a comprehensive Knowledge Base and managed high-priority tickets. Kelly's prior experience includes managing global support teams at Emulex Corporation and overseeing a help desk team at Ameriquest Mortgage. The career began as Helpdesk Supervisor at Pacificare. Education was completed at Cypress College.