John S. Tarascio is President of BÖWE BELL+HOWELL Services. He has led the BBH Services organization since 2000. During this time he took a traditional service organization providing service for BBH manufactured products to a true services organization providing a variety of services for current and new markets. His role recently expanded to include responsibilities for manufacturing and engineering functions, enabling him to enforce serviceability and reliability throughout the product development process.

Other ventures include providing service for third party products, parts and supplies sales, product reconditioning services, business continuity services, web based sales, etc. In the past 9 years he has developed a world-class customer support infrastructure by using business integrated CRM systems and a Training Top 100 award winning corporate technical university. John continues to develop a management culture focused on talent development and training, process automation, and flexible customer required services and solutions.

He is currently investing in a multi-million dollar CRM implementation and looks forward to leveraging the business intelligence to move the company and industry forward. As a critical member of the BBH Senior Executive Committee, he is viewed as an entrepreneur and thought leader by the Board, company and within the industry.

Mary Cay Kosten is Vice President of Global Customer Services Delivery for Sun Microsystems and is responsible for delivering Sun's support services. Mary Cay's team, combined with Sun's partner community, provide key strategic and operational services for Sun customers and employees in over 160 countries worldwide.

Mary Cay joined Sun in 1995 and has previously served as Vice President of Customer Services for the Americas Region and Vice President for the Americas Customer Care Center. Building an outstanding service delivery organization has been a priority for Mary Cay for many years.

In 2007, under her leadership, the Americas Region achieved the prestigious J.D. Power and Associates Certified Technology Service and Support (CTSS) award for "An Outstanding Customer Service Experience" for its North America operations and certification of Excellence in Service Operations from the Service & Support Professionals Association (SSPA), and in 2008, Sun was inducted into the SSPA's Hall of Fame in recognition of the work that has been done within Global Customer Services to continually improve Sun's service experience.

Mary Cay is a 2008 recipient of the Denver Business Journal's Outstanding Women in Business (High Tech and Telecommunications) award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) award. Mary Cay completed her MS degree in Systems Management at the University of Southern California and her BS in Marketing at University of West Florida.

Ted Nemetz, vice president, service, Toshiba America Medical Systems, leads Toshiba’s extensive service organization, including field operations, service marketing, logistics, technical support and the business unit’s financial operations. Prior to joining Toshiba, Nemetz held senior management responsibilities at Universal Medical Systems in Ohio and Philips Medical Systems.

Dick Frishkorn is the Managing Director of the GE Aviation, Global Customer Field Support (GCFS) Group, which consists of Field Service Engineering, the GE Aviation Operations Center (AOC), and the China Operations Center (CHOC). The AOC includes the Diagnostics and Data Management Center, the BizJet Operations Center, Flight Operations, Business Contracts, Customer Web Center (CWC) support, and Aviation Customer Digital Connections (ACDC).

The GCFS Group has field service engineers deployed around the world, covering 42 countries and 120 locations as well as supporting aircraft production at five major aircraft manufacturing companies. The AOC and CHOC provide integrated 24x7 technical, diagnostics, spare parts, and CWC support to commercial customers from locations in Cincinnati, Ohio, USA, and Shanghai, China, respectively.

Christian Verstraete, CTO for HP’s Manufacturing and Distributions Industries, has been a member of HP’s manufacturing team for 30 years. Verstraete is responsible for thought leadership and innovation - scanning industry and technology trends - and assessing their mid/longer term effect on emerging MDI business opportunities and how to capitalize on these. He is the linkage to the CTO community both inside HP and with our customers and partners.

Prior to this role, Verstraete has had several responsibilities at country, regional and global level, in particular in the area of Supply Chain Management. Over the years he gained extensive experience in using off-shore models in consulting and implementation projects.

Jim Fetterman, VP Service at FEI has over 12 years of experience as a VP of Field Service Operations for Global Medical and Semiconductor complex technology products. He has successfully led profit centers in the $350 million range with over 40% profit and field group sizes upward to 1250 personnel. Currently, he is working as VP Service for FEI, an electron and ion source microscopy company working in Eindhoven, The Netherlands Consistent successful performance in areas of process transformation, profitability growth, strategic planning and implementation, operational effectiveness and corporate service advocacy.

A US Army veteran, Mike spent most of his time in leadership positions ranging from Platoon Sgt. to Non-Commissioned Officer in Charge (NCOIC) of a Strategic Communication Facility. With twenty years in global service operations and sales, Mike has held roles from that of a Field Service Engineer repairing medical and analytical instrumentation to that of Executive Management, leading highly profitable services business units within a Medical Device and Industrial Machinery Organization.

David began his professional career as a software engineer at Motorola, Inc. developing and installing communications systems around the world. In May, 2001, David started working at Cross Match Technologies in the software engineering group where he eventually spun off a Customer Service group to handle post sale customer issues. In January, 2007, David moved to his present position of Vice-President of Global Customer Service. Since 2007, David and his team have employed a number of methods to improve Cross Match’s response time to customers which have resulted in a 70% improvement in Call Center responsiveness to customers and a 65% improvement in product delivery revenue.

Mark Hessinger, Executive Director Worldwide Customer Service for Gerber Scientific, has 25 years experience in Customer Service. He holds an Executive MBA from the Open University in the UK and a B.S. in Electrical Engineering from Lehigh University in the USA. He has extensive international management experience in organizational design, implementation and development for Customer Service organizations to support various business environments and strategies.

At Gerber Scientific he integrated numerous country based and business unit focused service organizations into one global organization that leverages economies of scale to better serve customer needs and deliver higher service margins. He led consolidation of Call Center structures in the Americas and Europe and put infrastructure in place to support Gerber’s rapidly growing support structure in China. He led the global implementation of SAP for Service, the development of GERBERnet tools offering 24x7 services and the GERBERconnect remote device monitoring program.

Mohamad Zarringhalam is currently Vice President of Service at Nikon Precision. His responsibility includes installation and customer support of Nikon’s Photolithography equipment which is a critical part of Semiconductor IC manufacturing process at major chip manufacturing companies.

The majority of Don Bernard’s career has been invested in after-market service and client support services. After graduating from Youngstown State University, Don started his technical career as a Field Service Engineer Trainee, to Senior Field Engineer to Manager. At that time, Don’s geographical area of responsibility was a five state area. Within eight years, Don was responsible for a global field support organization.

As Marconi Communication’s Director of Service Operations, Don introduced the business to a blended subcontracting business model that brought Marconi out of its traditional operational shell into the world of multi-vendor support and multi-service product offerings. Since then, Don has developed and delivered similar service models within other organizations. Don is currently Dustcontrol’s Vice President of Service & Operations.

Erik Alberts manages the operations for the Customer Assurance organization within Cisco Systems’ Technical Support business. The Customer Assurance organization provides Cisco’s highest level of escalation to resolve customer issues, leverages lessons learned to mitigate pervasive issues and identifies potential systemic issues and partners to prevent them.

Steve Doran is vice president of Americas Customer Service & Support at Juniper Networks, a leading supplier of networking products to telecommunications service providers and information-intensive enterprises worldwide. Steve has more than twenty-five years of international and U.S. domestic experience as a customer support executive in the telecommunications and networking industries, working with companies ranging from start-ups to large public corporations.

Richard Grau has over thirty years of Manufacturing and Field Service experience in medical instrumentation. He is currently Director of Instrumentation Services at Neuronetics Inc., Malvern, PA. Neuronetics manufactures and markets devices to treat depression using Transcranial Magnetic Stimulation.

Before Neuronetics, he was Director of Manufacturing and Service at Stratagene/Agilent Technologies and responsible for over 30 distributor service organizations. Many were in emerging markets such as China, India & Russia. Richard believes that support of distributor organizations is only successful when there is shared ownership and infrastructure in place to provide multilevels of support. This approach has grown instrument sales over 500% in as little as six months.

Art McGinn joined Canon Business Solutions - Central in 1988, as General Service Manager. He has held a variety of service leadership positions within Canon Business Solutions and currently is responsible for the Central Zone service operations consisting of the Greater Chicago, Midwest and Southwest regions.

Prior to joining Canon Business Solutions, spent 10 years at Bell & Howell Company in various sales, finance and administrative assignments. His last position was National Manager, Administration for the Business Equipment/Imaging Groups.

Rich is currently the Vice President of TomoTherapy’s Global Customer Support department. In this role he a member of the executive team and is responsible for driving service profitability and customer satisfaction.

Rich joined TomoTherapy in 2005 and has previously served as Director of Customer Service. During his 23 year career in the Medical and Semiconductor industry, Rich has performed a wide variety of roles from Field Engineer to Executive. Prior to joining TomoTherapy he worked for GE HealthCare Services, Cymer, Inc. and Camtronics Medical Systems.

Frank is the director of Digital Care for Comcast and has been involved in Customer Service in one way or another for the past 20 years. What started as a simple idea – talking to customers in real time on Twitter – has become well known as an innovative use of social media for Customer Service.

Taking the approach of asking “Can we help” has created new communication channels for Customers and an improved Customer experience, and Frank’s work has been recognized by ABC News, New York Times, Business Week, and many others.

Frank and his team monitor and respond to Customer posts on a variety of online channels, and spend each day reviewing 6,000 blog posts and more than 1,000 Tweets. Franks model of interacting with customers online has become a case study for corporations worldwide.

Alon Sagie is the director of service capabilities in the Service product Group of Applied Materials. The group is responsible to develop and deploy service capabilities including remote service, e-diagnostics, Best Practice Network and other applications.

Applied’s field Service Organization counts more than 2000 engineers supporting Applied’s customers in more than 100 locations in 4 main segments: Semiconductors, Solar, Display and Glass & web. In the past few years the company is developing its service business and operations to supplement its capital equipment business, this period is distinguished by technological challenges as much as change management ones all in the light of huge potential and compelling road map.

Frank Buratti has been with JetBlue Airways for over 10 years. He has held various roles within JetBlue such as Maintenance Manager, Manager of Training, Manager of Safety, and Manager of Maintenance Control. For the past 4 years he has served as the Director of Aircraft Maintenance. Frank has over twenty years of civil aviation experience and over three years in the United States Air Force. He has worked with: Pan American World Airways, American Airlines, El Al Israel Airlines and North American Airlines.

Catherine is the Director of Markeitng Services at Toshiba.

Drummond is the Global Service Operations Director, and formerly the Director of Product Support & Services, and also held the position of Division General Manager for Aerospace Engineered Sensors.

He previously worked 27 years for Honeywell in multiple management positions. His assignments included OEM Operational Director, Product Lines Manager, Director of Global Sales/Marketing and New Business Development Manager .for Product Support.

Drummond holds a Bachelor of Science degree in Telecommunications from Arizona State University, and an MBA from Golden Gate University. He also attended the Thunderbird International School of Management, Global leadership development program.

Dave Baker is senior vice president of Field Services for DIRECTV, the nation’s leading satellite television provider. Baker oversees DIRECTV’s national network of installation and service providers and is charged with improving the quality of the customer experience at the point of installation and service. Additionally, he is responsible for 180 Connect’s operations as a wholly-owned subsidiary of DIRECTV.

Baker’s career includes more than 20 years with The DIRECTV Group and its former parent company. Between 1998 and 2006, he held leadership positions with DIRECTV Latin America and DIRECTV Japan, as well as several senior-level financial and operational roles. Most recently Baker was executive vice president and chief operating officer for On Command Corporation, where he led the integration of On Command into its new parent company, LodgeNet. As a senior director at Nightingale and Associates, LLP, Baker restructured a $350 million construction company to return it to profitability.

Michael Wittrock is vice president, Field Services for DIRECTV, Inc., the nation’s leading satellite television service provider. In his role, he is responsible for managing DIRECTV’s outsourced home installation and service network, with 10,000 technicians in 21 states. He also directs the national technical training, technical support and project management departments within Field Services at DIRECTV. Wittrock joined DIRECTV in 2005 and served as the senior director of Field Operations for DIRECTV, responsible for Field Service operations in the eastern half of the United States until 2007.

Mohan is a seasoned corporate executive with global leadership experience in general management with P&L responsibility and business transformation. Extensive functional experience in areas of Business Strategy, Marketing and Operations in large corporations. Lived and worked overseas in Asia.

Ivin Smith joined Pitney Bowes in March 2004. In his present position, Smith is responsible for an organization comprised of over 900 service professional’s providing operational support, equipment maintenance service and solutions for Production Mail, Production Print and Sortation customers in the U.S. He is also responsible to provide technical & business support as required for Pitney Bowes service organizations worldwide.

He has over 35 years experience in service at Eastman Kodak, Danka Business Systems and Xerox Corporation. He has extensive print background and experience at all three companies.

Smith has been involved in all facets of the service business including engineering, training, manufacturing, project management, strategic planning, and field operations. He has held a number of management and executive positions including District and Regional Manager, Operations Manager, Regional Vice President, and Vice President.

As director of Field Service, Mike DiDonato is responsible for leading the team of approximately 330 field service personnel located in over 130 offices and approximately 80 countries world wide. He oversees the Field Service Operations group stationed in Seattle responsible for deployment, training and development of this global team.

He works with Technical Customer Support, Commercial Aviation Services and Boeing Commercial Airplane Sales leadership to help bring the field service support capabilities and associated detailed customer knowledge to BCA processes, products and services.

Bernadette Lodico is the General Manager of BSSG Service and Support at Eastman Kodak.

MEDRAD has historically grown Revenue and Margin in double digits annually, selling and servicing products that enhance medical images WW. Service has always been a critical component to their overall strategy and is a significant Product differentiator for the company. During these difficult times in the healthcare environment, expectations for the Service Business for growth and margin improvement have intensified.

Denis is responsible for the profitability and growth of MEDRAD’s Global Service Business which includes close to (400) employees. He has varied background in Operations and the Commercial side of MEDRAD’s business and has been in his current role over (10) years.

Mark Baniewicz is vice president of Enterprise Services & Support within Xerox Services. The mission of Enterprise Services & Support is to provide direct support to our customers, Services employees, and analysts through both on-site and remote solutions and via the enablement of the Services Delivery Process and programs.

Mark’s team supports Xerox Field Services Operations through the development of delivery tools, processes, strategies, knowledge management and learning solutions to optimize performance and reduce variability. The team also works with other Xerox partners to establish services as a core competency and a competitive advantage.

His organization spans North America with Customer Contact and Support Centers in Henrietta, NY; Lewisville, TX; El Segundo, CA; Wilsonville, OR; Halifax, Nova Scotia and Saint John, New Brunswick. Mark has been with Xerox for 39 years. He has held various positions in Services including Field Engineer, Financial Analyst, Product Service Manager, Service Program Manager, and Manager of Service Planning. He was appointed to his current position in 2006.

Brock Faulkner is the Vice President of Service at Dornier MedTech America, Inc. In addition to his service responsibilities, Brock also manages Dornier’s Latin American sales, distribution, and service channels. He has twenty-five years experience in field service related to capital medical equipment manufacturing, repair and part sourcing initiatives. Brock brings a unique perspective to the management of field service as he started his career as a Field Service Engineer, working his way up through the various service management positions.

Brock’s areas of expertise include managing field service operations, logistical operations, quality management, analysis of service financials, sanitary registration processes, export processes, distribution contracts, and Latin American sales. Brock’s understanding of customer issues and the value add component to field service have enabled him to make service an integral part of the value for each customer. He has set up processes and procedures that drive this level of customer service at every level at Dornier.

Brock currently serves as a member of the executive committee at Dornier and is instrumental at the group level for formulating the future strategy of Dornier’s worldwide service initiatives.

Since its foundation in June 2002, Mr. Soltau is responsible for the Bosch Communication Center activities in the Spanish Market. Additionally he became in charge for the South American and Portuguese market since 2006.

As the Sr. Director of Support Operations, Bruce is leading a large global operation managing hardware quality and hardware replacement in the field for NetApp. Bruce’s experience in Service Operations expands over 14 years of increasing responsibility in Spare Parts Planning, Distribution, Third Party Maintainer Management, Repair Operations, and Contact Center management.

Prior to NetApp, Bruce spent 7 years at Quantum Corporation where he held management positions leading the Americas Customer Service team as well as the Global Business and Systems Operations.

Complementing his service experience, Bruce’s manufacturing experience expands over 13 years of senior management positions in the areas of Materials and Operations. Since joining NetApp, Bruce has streamlined Service Supply Chain processes, increased utilization of third party operations, and maximized customer satisfaction through partner productivity tools. Bruce is a graduate of University of Arizona with a master’s degree in Operations Management and is APICS certified.

Bob manages a global team of over 250 employees, $500MM in spend and 15,000 contractors providing warranty support for all products.

Larry has responsibility for the profit and loss of Trane global service, contracting and parts business which includes service operations in 60 countries, more than 300 parts retail stores and 5,000 of the industry’s best associates. Larry leads Trane Performance Contracting Energy Services business, which performs energy audits and enables building owners to use future energy and operational savings to finance infrastructure improvement projects.

In this role, Larry delivers high performance building solutions to executives and owners around the world that deliver a strong financial return on investment, and make their buildings more operationally and energy efficient. This includes services ranging from Intelligent Building Services, remote diagnostics, performance and turnkey contracting, predictive maintenance services, and aftermarket parts.

Larry is a business leader with more than 25 years of experience and a strong reputation in the services industry. He previously served as Trane’s vice president of service and contracting for the Americas region, and in various services leadership roles with Xerox and Eastman Kodak Company.

David Waxberg is the Director of E-commerce for Honeywell Aerospace. In this position, David is responsible for all customer-facing web sites, including the primary portals, MyAerospace.com and BendixKing.com.

David manages a group of program managers who create and document requirements as well as a usability design team that ensures new development is customer-friendly. In addition, David’s team manages many operational activities, including training, second level support and catalog and content management.

Tribby Warfield serves as President of North American Power Transmission for Gates Corporation, one of the world’s leading manufacturers of industrial and automotive products, systems and components, and a subsidiary of Tomkins plc, a world-class global engineering and manufacturing group. Warfield oversees all Power Transmission business operations for the Company’s customers and manufacturing facilities in the United States, Canada and Mexico.

Boeing named Greg J. Deiter vice president of its Defense & Government Services (D&GS) division in September 2008. D&GS is an operating division of Boeing Integrated Defense Systems’ Global Services & Support business.

In this role, Deiter leads a 4,400-person workforce providing services for infrastructure support, aviation and logistics, support operations, and managed network and communications; as well as a broad array of other technical services. This includes range services for Ground-based Midcourse Defense; networked technical services such as satellite operations, launch support, and SBInet maintenance; managed network and communications services such as the Boeing Broadband Satellite Network; energy and integrated facilities management for U.S. government customers; and other aviation and logistics services such as field maintenance and modifications, intelligence, surveillance and reconnaissance services, contractor logistics support, field services, and fleet support.

Jim McDonnell leads Cisco’s Smart Services Technology Group, responsible for product development of all Cisco Smart Services.

With 20 years of experience in IT and Technology Services, Jim drives the strategy and development of next-generation technology for Cisco Smart Services. Under his leadership, the team develops core technologies that enable device, network, operations and applications level Smart Services. These technologies are the foundation of Cisco’s going-forward services strategy.

Felisa Berg is the Lead Business Analyst, Business Transformation Expert for Click Software.

MEDRAD has historically grown Revenue and Margin in double digits annually, selling and servicing products that enhance medical images WW. Service has always been a critical component to their overall strategy and is a significant Product differentiator for the company. During these difficult times in the healthcare environment, expectations for the Service Business for growth and margin improvement have intensified.

John is responsible for the profitability and growth of MEDRAD’s Service Business within the Southwest Service Territory within North America and has an extensive background in Electronic Engineering Technology. John has been with the MEDRAD Service Organization for 13 years and has been in his current role over 4 years.

MEDRAD has historically grown Revenue and Margin in double digits annually, selling and servicing products that enhance medical images WW. Service has always been a critical component to their overall strategy and is a significant Product differentiator for the company. During these difficult times in the healthcare environment, expectations for the Service Business for growth and margin improvement have intensified. Jeff is responsible for the profitability and growth of MEDRAD’s Service Business within the Southwest Service Territory within North America and has an extensive background in Electronic Engineering Technology. Jeff has been with the MEDRAD Service Organization for 7 years and has been in his current role over 3 years.

Diane R. Watson is Executive Director, MultiVendor Service for MEDRAD, Inc. for MEDRAD, Inc., a leading developer, manufacturer, and marketer of equipment and disposable products which enhance the clarity of medical images of the human body.

Based in Pittsburgh, PA, MEDRAD’s products are sold to hospitals and medical imaging centers in more than 55 countries and are used in angiography, computed tomography, magnetic resonance imaging, and ultrasound procedures.

Diane Watson was named Executive Direction MVS, in 2006. MVS offers repair solutions to hospital sites for ultrasound and MRI coils. As the executive responsible for MVS, her responsibilities include: strategic planning, business development, marketing, operations, sales, and finance. Under her leadership, MVS has achieved a 38% CAGR and has doubled in revenues. MVS is a leader in 3rd party repair for both MRI coils and Ultrasound probes.

MEDRAD has historically grown Revenue and Margin in double digits annually, selling and servicing products that enhance medical images WW.

Service has always been a critical component to their overall strategy and is a significant Product differentiator for the company. During these difficult times in the healthcare environment, expectations for the Service Business for growth and margin improvement have intensified.

Shawn is VP of Product Marketing at Servigistics.

For the past 25 years Amos has enjoyed a successful career in International Technology and Customer Support Management. He has created and developed Infrastructures of Operations including: Systems Design, Programming, Installation and Integration in the countries of Europe, Israel, and the United States. Some of his most notable experiences have been in helping multiple companies establish an international presence. Amos joined Minntech Corporation in 2005 serving as the Director of Customer Support.

Mike Hudson’s 25+ year career in the Outdoor Power Equipment Industry includes work at the dealership, distribution, and manufacturer’s level. Currently he develops ECHO, Shindaiwa, and Bear Cat equipment training programs for dealer service technicians, commercial maintenance programs for end users, and safety programs for all. The hands-on field service programs are used by Distributor Service Managers to train their dealers. The online programs directly train technicians from the dealer website.

Steve has both a B.S. in Aeronautical Engineering and a M.S. in Business Administration degree. Steve has 24 years experience in the defense industry supporting Army, Navy, Air Force, Marines, Coast Guard and international programs.

Steve currently oversees Boeing’s Defense and Government Services 500+ Field Service Representatives across the world. These individuals are the Boeing face to the government customer; they provide unparallel support by responding to customer questions or concerns, providing product knowledge and training, coordinating recommendations for product improvements and monitoring customer satisfaction.

Steve also oversees the 300+ personnel Contract Field Team business, this team is responsible for performing repairs, modifications, overhauls and maintenance training to all United States military branches and numerous international customers. The team is focused on supporting aircraft but is expanding into other vehicles and services.

Bill is the Divisional Vice President and General Manager of the Arbortext Business Unit at PTC.

Athani is Co-founder and VP of Products at ServiceMax Inc. In this role, Athani is responsible for product vision and strategy, product design, and product marketing and management.

Yuval is the President and Co-Founder of TOA.

Igor is the Marketing Director of Industry Solutions at AT&T

Eva began her career as a Supply Quality Specification Supervisor at the Pratt and Whitney Canada facility in Montreal. Between 2001 and 2004 she held various positions of increasing responsibility in the Aftermarket division as Technical Support Manager and Manager of Technical Consulting Service Engineering.

In 2006, she was appointed Director, Commercial Services for the Service Centres. Ms. Azoulay was appointed Director, Commercial Services & Support for the Customer Service organization in 2008. Eva is responsible for the management of Aftermarket Commercial Services & Support worldwide.

Mark is responsible for field performance metrics, staffing, budgeting, pricing, and field strategy at Pendum. Pendum is the largest independent servicer of ATMs in the U.S. providing both cash replenishment and maintenance services.

Prior to joining Pendum, Mark led customer experience initiatives at Avaya, a global pro­vider of communications systems, where he led Avaya’s successful effort to become J.D. Power certified. Previously, he managed U.S. field service operations at Dell, overseeing more than 200,000 on-site service calls per month. Mark holds a bachelor’s degree in mechanical engineering from Virginia Tech and an MBA from the University of Tennessee.

Dick Ellis has been in the medical device industry forty years. He has spent fifteen years in the Quality Assurance area, three years in Supply Chain Management, and another twenty-two years in Field Service Management.

Currently he is the Director of Critical Care Services for Respironics Inc. Respironics makes ventilators used in life-support applications in Hospitals around the world. He has led the efforts in the release of Respi-Link, which enables remote monitoring activities and software downloads for products used in the ICU and other areas of the hospital.

Ravi has extensive business development & vertical market experience in the Field Service, Public Safety, Route Accounting and transportation markets with focus on mobile & label printing, handheld computing and wireless technology.

Ravi is a proven leader with strong analytical skills and is skilled in identifying customer’s business challenges, developing and implementing appropriate business strategies to overcome those challenges, ultimately helping to increase productivity, reduce costs and improve overall customer satisfaction.