Jonathan Etheridge is the Manager of IT Operations and Service Desk at A.O. Smith with global responsibility for IT personnel and service excellence, an IT Service Management program implementation, and Lean/CI mentorship. He has been an IT change agent and thought leader across multiple industries such as government, healthcare, and manufacturing. Jonathan has a passion for advocacy, and has served as a board or advisory council member for several IT professional and higher education organizations. He been a champion within groups dedicated to the causes of veterans, adults with disabilities, and inclusion and diversity.