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Larry Klosterboer works in the trenches of IT Operations and has covered virtually every position in operations-second shift mainframe operator, systems support, server administrator, network designer, help desk agent, asset manager, systems engineer, business analyst and tool implementation expert. For all of his eighteen years in the IT operations business he's been learning lessons and sharing them with others. He is currently a certified IT architect focusing on delivering ITIL solutions and is ITIL certified.