| 11:30 AM – 12:30 PM |
Faced with rapidly changing technologies and continuing pressures to deliver IT services in tune with business demands, IT leaders need to find the right people with the right skillset for open positi… More ▶
Moderator - Cinda Daly, Director of Content, HDI  Cinda Daly, director of content, HDI, brings more than 25 years of marketing, customer support, and training expertise to corporate teams. In her current role, she is responsible for HDI’s virtual events, research, and print and electronic publications. Prior to forming her own company in 1990, Daly held senior management positions responsible for sales, sales support, marketing communications, documentation, and professional development. She holds B.A. and masters degrees with high honors from the University of South Florida, USA, and Georgia State University, USA. Panelist - Mary Cruse, Director, IT Customer Services, First American Title  Passionate about customer service, Mary Cruse has led teams for Fortune 500 companies for more than 25 years, in the airline, financial, healthcare and hospitality industries. She has extensive experience in leading both technical and non-technical customer service centers, with an expertise in all aspects of team building and performance management, as well as service center design and technology, workflow definitions and design, metrics, and SLA design and implementation.
Mary’s primary responsibilities at First American Title include leading the Service Desk, Desktop Support, Executive Support and the Depot Fulfillment Teams covering employees globally. Mary carries the HDI certifications of Help Desk Analyst, Help Desk Manager and Certified Training Instructor as well as the CIAC Call Center Operations Manager Certification.
Extremely active in the customer service industry, Mary participates in multiple industry groups and speaks regularly at industry conferences and seminars. With HDI, Mary is involved at the local, Regional and National level, including Vice President of the Help Desk Chapters, Inc Non-Profit Association Board, and the HDI Editorial Board. She is Chair Emeritus of the Member Advisory Board and Member Emeritus of the Strategic Advisory Board of HDI. With ICMI, Mary serves on the Call Center Industry Advisory Council. Panelist - Brian Fox, Sr. Program Manager, CompuCom  Brian Fox, formerly the onsite program manager responsible for the Volkswagen relationship and co-winner of the 2010 HDI Team Excellence award, has over twenty years of experience in the IT support world. Having worked within the pharmaceutical, Insurance, financial, manufacturing, research and development, automotive, energy and manufacturing spaces, he is able to relate to almost any IT support challenge or need. He brings the unique, multiple perspectives as the leader of a large managed services team that includes in-house staff, augmented staff, and insourced service teams. Panelist - John Reed, Senior Executive Director, Robert Half Technology  John Reed, senior executive director of Robert Half Technology, is a frequently quoted expert on employment trends in the IT field, and has been featured in various media outlets including Computerworld, The Wall Street Journal, USA Today and Fox News. He has also been involved in several professional organizations and has been a featured speaker for HDI both locally and nationally.
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| 2:30 PM – 3:30 PM |
Innovation is one of those terms always championed but rarely encouraged in the corporation. In the corporation, innovation is as much about organization as it is technology. The best way to learn abo… More ▶
Moderator - Henry Svendblad, Principal Research Analyst, Nemertes Research  Henry Svendblad is a Principal Research Analyst with Nemertes Research, where he conducts both primary benchmark research and custom research, advises vendor and enterprise clients, writes thought-leadership reports, and delivers strategic seminars.
A seasoned senior-level IT executive, Henry leads research on network, communication and services with an emphasis on emerging trends, vendor management, business continuity/disaster recovery, security, and cloud strategies. Henry draws upon 20 years of experience leading technology teams, having held positions as a CTO, VP of Technology, and Group Director of Infrastructure Services, among others. Through these positions, he has run successful technology implementations, been responsible for key strategic and technology decisions, and controlled large IT budgets.
Through all of his positions, Henry’s focus always has been helping organizations align business strategy with technology investments to ensure growth, productivity, security, and competitiveness. He has designed, implemented, and supported infrastructure and enterprise application solutions in healthcare, financial services, hospitality, retail, and education verticals for companies ranging from midsize companies to Fortune 50. Henry has held positions with Safeway, Millennium Partners, and McKesson, among others.
Henry holds a Bachelor of Science degree in Business Administration from Boston University. He lives in Scottsdale, Arizona, and devotes his free time to racing bicycles, enjoying the outdoors, and cooking. Panelist - David Michael, CIO, UBM Tech Panelist - Shoeb Ansari, CIO, PR Newswire
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