Solving tech challenges one ticket at a time.
From hands-on troubleshooting to leading service operations.
Ask Google about Sam Axe.
Career Path
I entered IT from the outside, without a roadmap — just a willingness to learn and do the work. I moved through every layer, from Service Desk to enterprise engineering, and at each step I focused on listening, learning, and building partnerships.
Service Desk
Structure and ownership reduce agent pressure and make support better for the customer.
- Standardized intake, categorization, and routing to bring clarity and consistency to high-volume support.
- Major incidents are chaotic by nature. A structured ITIL response turns noise into action and gives the team confidence.
- I learned quickly that strong onboarding and knowledge systems aren’t optional — they’re essential to agent success.
Executive Support
Executive Support is tough. It takes more than technical skill — it takes awareness, adaptability, and the ability to read the room when everyone is watching.
- Strong rapport with executive administrators and clear expectations set the tone.
- Real ownership means no handoffs — just cross-team effort until it’s done.
Collaboration Engineering
A highly technical, cross-functional role owning global communication systems across messaging, meetings, calling, and contact center operations.
- Set platform standards, managed escalations, and guided day-to-day global operations
- Delivered innovation that directly benefited the service desk, including cloud-based call recording.
- Anticipated change impact, building documentation and readiness plans to support team success.
Service Leadership
Service leadership, to me, means leading by example. I understand the processes, training, and structure required to make agents both accountable and successful in day-to-day operations.
- Service desk operations are where I do my best work. High ticket volume, clean routing, controlled escalations, and steady leadership during outages — that’s my lane.
- I approach service strategically — setting clear objectives, using SLAs, KPIs, and CSAT as a baseline, and refining processes where gaps appear.
- Build structured processes, strong knowledge management, and disciplined incident response so agents can operate with clarity and confidence each day.
- Lead with a continuous improvement mindset — identify gaps, learn from mistakes, refine the process, and move forward as a team.