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Monica Morrison is Director, IT Delivery for Marriott International. She has more than 25 years of experience implementing ITSM best practices that have improved service delivery and support in large companies as well as non-profit organizations. Monica is a dynamic, passionate leader with remarkable strategic vision and focus on customer satisfaction, process improvement, and solutions implementation. She has extensive experience coaching and mentoring individuals and building strong, high-performing teams. Monica is also a published author and popular industry presenter at HDI national conferences and local events. She holds ITIL and HDI Support Center Manager certifications and currently serves as President of the HDI Capital Area local chapter.