When Being the Best Isn’t Enough For most of my early career, success was simple. I solved problems. I fixed systems. I was the person people called when something broke.

The Ticket Trap Most IT support teams start with the same goal: close tickets quickly and keep users moving. On the surface, that makes sense. Tickets are measurable, visible, and

Learning to Lead Across Distance When I first stepped into a role that required leading global IT support teams, I thought the biggest challenge would be time zones or technical

Growing Up Between Two Worlds When I was a kid living in Moscow, I never imagined I would someday build a career in technology in the United States. My world