Mike Didonato Director Field Service Boeing

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, CAS and Sales leadership to help bring the field service support capabilities and associated detailed customer knowledge to BCA processes, products and services.

Ravi Ravishankhar Director of the Customer Interaction Network Cisco Systems

With over twenty years experience in the technology industry and over ten years experience at Cisco in a variety of roles, Director of the Customer Interaction Network (CIN), Ravi Ravishankar is responsible for implementing Cisco’s vision for CIN by: using and showcasing the latest contact center technology, creating and adopting industry best practices, and integrating the CIN model into Cisco’s framework.

Rudy Chang Vice President & General Manager of Customer Care Pitney Bowes

Rudy has accountability for driving the web as a growth engine and transaction platform.  This encompasses the development of new products, services, content strategy, and self-service transactional capabilities.  Over the last seven years, he has held several positions of increasing responsibility; including business development, operations, and the oversight of the US call center operations.   He played a key role establishing the company’s strategic relationship with eBay.  This relationship integrated Pitney Bowes’ Online Postage technology with eBay, which allows millions of eBay sellers ship their packages without the need to go to the post office.

James Glueck VP Technical Support, Customer Advocacy Cisco Systems

James Glueck is the Vice President of Technical Services-Customer Advocacy at Cisco. Cisco Technical Services provides 24-hour support through technical assistance centers and Cisco.com and serves customers in 120 countries through a network of Cisco technicians, Cisco partners, and more than 900 parts depots in the global service supply chain.

Since joining Cisco in 2003, Mr. Glueck has led his worldwide organization through continuous improvements, delivering segmented, globally consistent, and end-to-end technical services. He implemented metrics to measure customer satisfaction and gather feedback to continually improve the customer experience. His work has resulted in increased Cisco customer satisfaction and loyalty ratings over the last 3 years.

Doug Belair President Technology Solutions and Service BAE Systems

Mr. Belair is currently the President of the BAE Systems Technology Solutions and Services.  He began his career in 1979 with General Electric Defense Systems as a software engineer.  He received his MBA from the Krannert School of Management at Purdue University in 1987 and in 1993, when GE sold the Defense Systems Division to Lockheed Martin, Mr. Belair accepted a program management position with the new company.  In this role, he developed an incremental modernization approach to upgrade a major weapon system across a ten year period. As a result of his work, Mr. Belair received the inaugural Lockheed Martin Corporate Nova Award for Strategic Excellence. 

Ivin Smith VP Customer Serivice and Worldwide Tech Support Pitney Bowes

Ivin L. Smith, Vice President Customer Service & WW Technical Support at Pitney Bowes has 35 years experience in service at Eastman Kodak, Danka Business Systems and Xerox Corporation. In his previous position at Xerox, he was Vice President, Xerox Services, NY/NJ Metro. In this role, Smith managed both equipment services and managed (outsource) services in the NY/NJ area. Smith has been involved in all facets of the service business including engineering, training, manufacturing, 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.

John Tarascio Executive Vice President Service Operations Bowe Bell Howell

 John S. Tarascio is Executive Vice 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. These new 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 7 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.

Art McGinn VP Service Operations Canon Business Solutions

Art McGinn joined Canon Business Solutions - Central in 1988 as General Service Manager.  Prior to the Canon Business Solutions consolidation he was head of service operations since1988 and was assigned to additional responsibilities for Aftermarket Sales (Supplies) 2000 -2006. 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. 

Brian Lucyk Director of Quality Avaya Global Services

As the Director of Quality for Avaya Global Services, Brian has demonstrated excellence utilizing process improvement & change management best practices to drive business results.  He has employed the Six Sigma process improvement methodology to enhance customer experience throughout the services engagement model while driving significant revenue and cost improvements directly to the bottom line.  Recent assignments include process improvement & technology deployment leadership for a 2,000 technician field workforce and general management of a technology hardware remanufacturing start-up.  With degrees in Finance and Multinational Business Operations he has brought good business balance to the ongoing task of improving customer experience.

Peter Manni VP of North American Deskside Practice Siemens Business Services

As Vice President of Client Support Services, Peter Manni is responsible for IT infrastructure services across North America. This responsibility includes management of 2,000 employees in support of key Fortune 500 Clients. Manni holds a Masters Degree in Technical Business Management from Johnson and Wales University and a Bachelors Degree in Management also from Johnson and Wales University. He is a current CompTIA Board of Directors member, a member of the IBM Service Advisory Council and served on the CompTIA Service Executive Council from 2002-2004. Manni is a frequent guest speaker at the American Federation of Service Managers, Field Service, National Association of Service Managers and Interlog. 

Jim McDonnell Sr. Director Technical Services Cisco

Jim McDonnell is Senior Director of the Smart Services Technology Group at Cisco. With 20 years in IT and Technology Service, Jim drives the strategy and development of next-generation support tools. Under his leadership, his team has helped enable several key Cisco Technical Services offerings including Smart Call Home and Smart Care Service, which was just released in April 2007. He also headed the Services Quality Initiative for Technical Services as one of his first projects at Cisco.

John Leenhouts Director of Field Maintenance, Repair and Overhaul Nortrop Grumman

After 27 years of U.S. Naval service and retiring as the Commander Strike Fighter Wing Atlantic Fleet in 2000, John joined Northrop Grumman to lead their portion of a newly created 50/50 partnership with the Boeing Company to perform modernization modifications to F/A-18's at Cecil Field Florida. Since that time they have grown the business into a multi million dollar program supporting both active and reserve Navy and USMC Hornets as well as teaming with the Navy Depot to reduce aircraft down time. After only 8 years of operations, the team has delivered back to the customer over 500 F/A-18 that are more relevant to the battlefield than ever before.

Andrew Hoyen Director Professional Services Carestream Health

Since 2006, Mr. Hoyen has been an executive of Carestream Health, Inc. (formerly Eastman Kodak Health Group) in his expanded role of Director of Professional Services encompassing the entire Medical Imaging portfolio. As a member of the North American Leadership Team, his responsibilities include managing all facets of the Medical Imaging Service professional services business (>$35M) for North America for the newly formed Carestream Health, Inc. – the company that was formed after the divestiture of Kodak Health Group in May, 2007. His business management/P&L responsibilities for the professional services organization include Business Development, Indirect Channel Service, Implementation & Project Management Resources, Technical Support for Level 1/2, Call Center Support, Applications Consulting and Technical Training.

Randy Rothrock has been in the high tech service business for the last 33 years spending most of his time in Services Management responsibilities.  He started in the business as a Field Engineer with a small company that produced a Optical Character Recognition subsystem and then worked for a brief while with Storage Technology.  He has been with Hitachi Data Systems for 22 years starting out as a Customer Engineer and quickly grew in increasing responsibility with management roles as a National Account Manager, District and Region Manager and currently has responsibility for the North and South American Customer Service and Support Operations.

Dick Frishkorn Managing Director Global Customer Field Support Group GE Aviation

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 Customer Support and Diagnostics Center (CSC), and the GE Aviation Fleet Data Management Center (FDMC).  The GCFS Group has field service engineers deployed around the world, covering 42 countries and 120 locations. The CSC provides 24x7 technical and diagnostics support to commercial customers from locations in Cincinnati and Shanghai, China.  The FDMC provides data management and analysis across the entire family of GE Aviation and CFM products.

Peter Shields Global Service Operations Manager Medrad

Peter Shields began his career at MEDRAD, Inc as a field service engineer in 1987. In his current role as Global Service Operations Manager, he focuses on both service delivery process improvement and information management. Prior to joining MEDRAD, he was employed as a service engineer with Honeywell Information. A native of Massachusetts, he attended U-Mass as a business management major and received his certification in computer maintenance from Control Data Institute. He currently resides in St. Charles, MO.

Mel Drummond Vice President Product Support & Services Eaton Aerospace

Drummond is the Director for Aerospace Product Support and Services, and formerly the 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 and Marketing for Product Support, and New Business Development Manager.  Drummond holds a Bachelor of Science degree in Telecommunications from Arizona State University, and an MBA from Golden Gate University.

Tim Saur VP of Finance Operations and Service Business Durst Imaging

Tim is currently employed by Durst Phototechnik, AG’s US-based operation as the Vice President of finance, operations, and the service business unit.  In this capacity he oversees the entire operations and service business of North America and portions of South America.  Tim has increased customer satisfaction to above 90%, increased employee utilization, and has created a 20% increase in gross profit percentage in the Durst service organization.  In 2007 he launched a global self-service knowledge management system to the Durst customer’s.

Mark Leuenberger Director of Field Operations Technology Cox Communications

Mark Leuenberger is the Director of Field Operations Technology for Cox Communications, the nation’s 3rd largest cable broadband provider. He has been working in the workforce automation arena for over fifteen years and has been responsible for overseeing the operational implementation and management of Cox’s workforce management solutions for the past five years.  Currently, he is responsible for the implementation and operation of various tools and technologies supporting over 7,500 Cox field support employees and contractors.