Speakers at the IT Service Management Strategies Conference

Douglas Smith
Douglas Smith leads both Configuration Management and Knowledge Management at HCSC. His group is credited with building the foundational architecture for a holistic Configuration Management System (CMS), a departure from the monolithic CMDB that had been in place, which yielded significant benefits for the business in terms of service availability and performance. Recently
his program played a critical role in the successful migration of over 150 DR Critical Applications as part of a massive Data Center in-sourcing initiative. Mr. Smith is a certified ITIL expert with a Bachelor's degree in Sociology and a Master's of Science degree in Management and Organizational Behavior.
Alan Berkson
Alan Berkson is the Director of Community for Freshdesk and and their ITSM platform Freshservice. He has over 20 years experience in IT Service Management. Alan got his start in IT support on Wall Street in their high-octane, zero-downtime environments and then went on to be a pioneer in managed services by co-founding an infrastructure support company focused on the SMB and the mid-market. He has worked across industries, from Wall Street to the United Nations and Main Street, building high-performance IT service teams.
Chris Bickford
Chris Bickford is the manager of the Change and Release Management processes at Health Care Service Corporation, the nation’s largest customer-owned health insurer. His teams' mission is to support and safeguard the integrity of the production environment by controlling the implementation of changes, communicating and reconciling changes, and facilitating the coordination and planning of changes. Previous to his 8 years as Change Manager, Bickford has worked in a number of roles supporting Infrastructure Operations with an emphasis on superb customer service. In addition to ITIL v2 and v3 certifications, he earned a MCSE for Window NT 4.0 and holds a BA in Chemistry from Colgate University.
Ben Davies
Ben Davies provides positive results where others have failed. With 30+ years of results oriented leadership, excellent customer service, effective resource management, innovative solutions designs, information technology understanding, information security expertise and audit and compliance awareness, have combined to uniquely position me to provide technically sound, mission appropriate, auditable, and value based solutions. Being conversant on topics from the OSI networking model; through hardware, applications, security, and audit; to capacity, and cost accounting analysis; allows Ben to understand much of the nuance of problems and provide workable solutions.
Subhra Sankar De
Subhra is a highly motivated, experienced and solution oriented Information Technology professional leading cross functional teams providing expertise in ITSM project implementation, IT Service delivery, IT Service Management, Application and Infrastructure support, IT operations management in Insurance, Retail and financial domains. He has a proven record of success in improving efficiency, productivity and profitability through automation, process improvements and strategic decisions. He's an effective communicator fostering collaboration among teams, ensuring customer satisfaction through delivery of million dollar projects within budget and schedule.
Subhra has extensive knowledge on ITIL & project management methodology, having extensive experience in managing mid to large size IT support and delivery projects with On-site and offshore 24x7x365 support model. Mr. Sankar De has 18+ years of experience in Information Technology with last 10+ years focused in project & delivery management, he is an outcome based SLA driven managed service delivery for large projects and has experience in managing Data Center Operations.
Lou Donofrio
Lou Donofrio is the Vice President of Product Management for RES Software, the leader in IT as a Service. Lou began his career as an engineer for aerospace firm, Lockheed Martin, before moving into Product Management leadership positions at Motorola, LSI, and Neoware. Following Neoware’s acquisition by Hewlett Packard, he served as R&D Director of Thin Clients and Virtualization before becoming COO of InsPro Technologies, a leading web-based Insurance Policy Administration provider.
Lou has a deep knowledge of the Software Development Life Cycle particularly Agile software development.
Lou holds a Bachelor’s Degree in Physics from St. Joseph’s University.
Troy DuMoulin
Troy DuMoulin is a leading IT Service Management authority with an extensive background in executive IT management consulting. Troy is a frequent speaker at IT management events and is a contributing author to multiple books including Lean IT and official ITIL® publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement. Troy has also worked with the Information Systems Audit and Control Association (ISACA) on COBIT® development.
• Leads Pink Elephant’s Product Research, Innovation and Product Management practices for North America and Asia
• Conducts research and writing projects on IT Management trends and best practices
• Presents executive ITIL and COBIT 5 training workshops
• Facilitates organizational design and IT governance models in support of service management disciplines
• Program Manager: ITIL and business process re-engineering and process improvement projects
• Specializes in developing and defining technology requirements for underpinning ITIL processes
• Performs assessments focusing on IT Governance (COBIT 5), ITSM Processes (ITIL)  
Andrew Harsch
Andrew Harsch is the Director of Portfolio Marketing at Unisys where he focuses on the disciplines of ITSM, ITOM and Service Desk. Prior to joining Unisys he was the Senior Manager for the Remedy ITSM suite at BMC Software. Mr. Harsch is a graduate of Iowa State University.  
Rick Kickert
Rick Kickert has more than 15 years’ experience in conceptualizing and leading initiatives to effectively align infrastructure systems and technologies with the demands of the business. He is an expert in engaging “Lean” philosophy to implement continuous improvement methodologies for gains in efficiency, reliability, and service. Rick believes in understanding the 'cost of doing business' and ensure that capacity planning and cost analysis work together to deliver an affordable IT service to the business.  
Cathy Kirch
Cathy is a highly sought after technology speaker and has been presenting internationally on IT Service Management implementations since 2005. She has spoken at multiple itSMF USA Fusion conferences, Pink Elephant IT Service Management conferences (Nevada, Mexico City, Kuala Lumpur and Singapore), CA World, and has provided ITIL 101 instruction to more than 2,000 employees in Northbrook, IL; Belfast and Strabane, Northern Ireland; and London Derry, UK. Cathy has also presented at the ServiceNow Knowledge Conference and the Uptime Datacenter Conference, as well as at Northwestern University. Cathy enjoys sharing her IT Service Management experience as it relates to people, processes and technology, in order to facilitate the continual improvement of the IT industry.
Cathy Kirch is the president of the Chicago itSMF Local Interest Group (LIG) and is active with the itSMF USA Chapter. Cathy has received several industry awards including: the 2006 ITIL Practitioner of the Year Award, the 2007 ITIL Project of the Year Award, the 2012 Pink Elephant Case Study of the Year, and the 2013 itSMF President's Award. She is also the past Chair of priSM (Professional Recognition of Service Management) America's board. Cathy is a process consultant at Allstate Insurance Corporation, where she has been a member of the IT Service Management (ITSM) group since its formation, and is the Delivery Lead for Allstate’s ITSM Office. Beyond her ITSM involvement, Cathy has a strong background in delivering and managing both development and infrastructure. Her experience spans Infrastructure Engineering for Mainframe transaction management, Client Server Databases, Storage and Server platforms, Application Analysis, Design and Development, and Project Management.

David Klauser
As the Senior vAM for VCE supporting the IL mid-market, Klauser is responsible for the delivery of next generation Converged & Hyper-Converged Solutions transforming the economics, agility and profitability of enterprises as they transition to SDN and hybrid cloud-enabled business models.
Over twenty years Klauser has aligned with data center pioneers, end-user computing innovators and enterprise software providers including RES Software, Microsoft, Dell, EMC, VMware and Cisco. Klauser built a team that developed Chicago’s first data storage integrator, and has developed a network of global alliances, National DMR’s and regional partners as well as M&A and investor lead restructuring.
Klauser graduated from The University of Minnesota with a BA in Economics and has three daughters and his son who range from a junior in high school to his youngest 4th grader in Naperville.

Joe Kocinski
Joe is the Data Center Services Manager for Ace Hardware Corporation in Oak Brook, IL.
For the last three years, as Ace has gone through a “business transformation” replacing home grown
mainframe systems with SAP and other application packages, Joe has directed a new dual data center operation, enhanced the data protection strategy, and built a “business services” team to support all data coming in and going out of the company. Joe earned the ITIL Foundation Certificate and uses this framework to drive process improvements, running the IT Change Management program, and working with the business to manage Service Availability. Joe participates in industry groups including AFCOM and itSMF.

Joe’s previous roles include Technical Services Manager, where he replaced old equipment with state-of-the-art technology, providing more capacity at lower cost and increased resiliency; and Database Manager.

Joe has been an adjunct instructor at Benedictine University teaching Database Systems for the Masters in MIS Program for over 20 years. Joe earned his BS in Math & Computer Science from the University of Illinois, Urbana, and his MBA degree from Loyola University in Chicago.

Ram Narain
Ram Narain has over 20 years experience in establishing and executing IT Portfolio and Program management frameworks across various industry verticals. His expertise includes: establishment of effective IT governance processes, IT vendor management, development of Project Lifecycle frameworks and continuous improvement of operational processes. He is currently the Director of PMO for Global Initiatives and Planning at Aon. In this current role, he is responsible for the strategy and execution of a global IT infrastructure PMO. Prior to his current role, he was a senior program manager at IBM where he drove the implementation of complex program frameworks for Fortune 500 clients. He is a certified project management professional (PMP) and an IBM Certified executive program manager.

Darin Ohde
Darin Ohde is the Director of Business Technology Services at GreatAmerica Financial Services, and has been with the company since 2006. In his role, Darin leads a team of 20 representing the application development, application support, project management and business analyst functions within IT. He is directly responsible for advancing the “business of IT” by aligning demand from GreatAmerica’s strategic direction with IT’s capacity. Darin has driven successful initiatives for implementing standardized metrics, implementing Application Rationalization, ensuring all IT leaders received ITIL Foundations training, standardizing IT’s approach to Incident/Problem/Change management, creating “Quarterly Business Reviews” with IT customers, and most recently engaging senior business leaders as Step 1 in creating GreatAmerica’s first Service Catalog (and plenty of other failed ideas along the way). Prior to his current role, Darin served in the IT project manager role in which he oversaw the creation of a custom receivables billing system allowing GreatAmerica to accurately and efficiently calculate/bill/collect equipment dealer receivables in excess of $100MM annually. Prior to GreatAmerica, Darin worked for WorldCom/Verizon Business as an IT Project Manager directing a development team responsible for maintaining their Remedy ticketing system.
Roberto Padilla
Technology Director, with background in a 24x7 high transactional, low latency and highly regulated (CFTC/SOX) environment within the financial services industry. Expertise includes Systems Integration (M&A), reorganizations, cost containment, staff development, business process improvements, resource management, change management, disaster recovery, re-engineering, and partner exchange integration. Recognized transformational leader, with competency in organizational development. Well regarded for creating and developing highly motivated and talented teams. Has international experience. Keen ability to understand and support complex technical implementations, customer focus as it relates to service recovery and ability to build strong and lasting professional relationships.  
Kevin J. Smith
Kevin Smith is responsible for the Cloud Business Unit, including all strategy, go to market and customer success activities for the growing portfolio of FrontRange Cloud applications. Kevin has a deep understanding of the Service Management market, having previously been responsible for product management, product marketing and corporate marketing for all FrontRange product lines. Kevin brings over 25 years of technical, management, and executive leadership experience in technology and software businesses. Prior to FrontRange, Kevin has held positions as Vice President of Solutions Management at Manugistics Inc., Vice President of Operations at Avyx Inc., as well as Flight Design Manager with NASA at the Johnson Space Center in Houston, Texas where he began his career in 1983. Kevin holds a Bachelor of Science in Chemical Engineering from Texas A&M University and a Master of Science in Computer Science from the University of Houston.
Tammy Whited
Tammy is responsible for Service Management Office including Business Analysts/Liaisons, ITIL Process Owners, and the Communications. She is a key leader in the effort for improving the services that Computing delivers to the laboratory. Fermilab was ISO/IEC 20000 certified in December 2012, and she worked with the core ISO/IEC 20000 team to drive the certification to completion. Tammy has worked in Information Technology for 18 years and has experience in several industries (Government, Financial, Investment, Travel, and IT Consulting for Healthcare, Marketing, Engineering, and Manufacturing). Throughout her career she has managed IT staff in Service Desk, Desktop Support, Desktop Engineering, Network Services, Server Support, Application Development/Support, and IT Operations. In addition, she has been responsible for Business Process Management, Quality Management, Business Continuity, Information Security and Risk Management processes within an IT organization.