Shawn Kent Hayashi

Author and Executive Coach
The Professional Development Group

Shawn Kent Hayashi is the founder and CEO of The Professional Development Group and author of five business communication books. Using an assessment-based approach, The Professional Development Group shows people how to improve their communication skills, build stronger relationships and teams, and present more effectively. Hayashi also coaches organizations on how to apply the assessment methodology to their talent management efforts. Clients include Fortune 500 and mid-sized companies, universities, and entrepreneurial organizations. A certified Emotional Intelligence Coach, Shawn earned her M.S. in Organization Dynamics from The University of Pennsylvania. In addition, she holds a number of certifications in assessment analysis and serves on the boards of several professional organizations.

Kirk Malloy

Vice President, Global Customer Solutions
Illumina, Inc.

Kirk Malloy has held management and executive leadership positions in rapidly growing life science and diagnostics companies for over 15 years. For the past 9 years he has been Vice President of Global Customer Solutions at Illumina, Inc., the leading developer and supplier of DNA analysis instrumentation, assays and software for the life science and diagnostics markets with over $1B in annual sales. In this role he oversees a global team of 400 engineers, scientists, trainers, IT and customer support professionals in over 50 countries and is responsible for half of the company's commercial operations staff and all commercial business systems. He also ran global Quality for two years. Kirk is responsible for a $60M service business and serves on several executive committees.

Prior to Illumina Kirk built and ran commercial training, technical support, customer support and field support operations at Biosite Inc., a leading provider of rapid diagnostics products, and at QIAGEN, Inc., a provider of molecular biology reagents and for the life sciences, veterinary, diagnostics, and applied markets. Before joining the industry, Kirk earned his Ph.D. from the University of Miami and spent several years as an academic scientist teaching and studying marine biology across the Eastern U.S., Japan, and Antarctica.

Michelle Punch

Global Director, Call Center Operations
EMC Corporation

Michelle Punch is the Global Director for Call Center Operations at EMC. She has 12 years of experience with EMC including a Bachelor's degree in Computer Science and an MBA from the Carroll School of Management, Boston College. She is also UNIX Administration and C/C++ certified and has industry recognized certifications from Cisco and SSPA. Michelle led multiple initiatives to improve the Total Customer Experience in Technical Support, E-Services Deflection Programs, Multilingual Support, Business Intelligence and Operations.

Douglas Lumb

Senior Program Manager, Service Optimization Group
EMC Corporation

Douglas Lumb is a Senior Program Manager for EMC Customer Service's Optimization group. Douglas has 11 years' experience with EMC in a variety of locations, including: Australia, Japan and the US. Douglas performs systems analysis and program management for all aspects of EMC's global service delivery including: Business Intelligence, Process Optimization, Staffing Alignment, Systems Roll-out and Sub-Contractor ROI Analysis.

Jesus Blasquez

Director, Client Services
SCC Soft Computer

Jesus Blasquez is the Director for Client Services for SCC Soft Computer, the world's largest Laboratory Information System (LIS) vendor, providing integrated solutions for multi site Integrated Hospital Networks. Jesus is a licensed Laboratory Manager and holds Bachelor’s degrees in Microbiology, Clinical Chemistry, Medical Technology, as
well as and a Master's degree in Business Administration. Jesus has held many positions in healthcare ranging from Laboratory Technologist to Laboratory Director as well as positions as a programmer and IT Director.

Matt Sicking

Vice President, Global Technical Access Center Siemens PLM Software

Matt began his career with Siemens PLM Software - then McDonnell Douglas Corporation - while still in college as a co-op student. After graduation he worked in MDC's Computer Aided Technology team advising engineers in the use of computer-based engineering applications and has since spent his entire career involved in various aspects of Computer Aided Engineering and Product Lifecycle Management. He has served in management roles in Technical Sales, Training, Customer Support, System Support, MIS, Custom Development & Services, Product Marketing, and Software Product Development. Matt was also responsible for the organizational transition activities associated with the company's acquisitions of SolidEdge, EAI, Applicon, dCADE, SDRC, Tecnomatix. Currently Matt leads up the worldwide customer support team known as the Global Technical Access Center (GTAC) for all products in the Siemens PLM Solutions portfolio.

Terri Kolander

Director, Support Certifications
McKesson Corporation

Terri Kolander has invested the past thirty years of her career leading healthcare IT, software development and healthcare technical support organizations. Now in her twenty second year with the McKesson Corporation, she brings experience in successfully deploying the industry leading Service Capability & Performance (SCP) Standards, attaining high levels of customer and employee satisfaction and driving repeatable support operations success. Terri is currently directing the SCP Program across McKesson's thirteen business units in support of their commitment to continuous process improvement and innovation, delivering world class support, and helping customers deliver better care.

Hilbrand Rustema

Managing Director
Noventum Service Management

During the last 20 years Hilbrand Rustema has helped companies manage transitions to become brand driven and customer centric service organizations, generating profitable growth. Since 2001 Hilbrand has been the founder and Managing Director of Noventum Service Management, an international firm specialised in strategic service management, that provides research, management consulting, training, solutions and private equity to Fortune 500 companies and medium size businesses. Prior to that he was a senior manager with Deloitte Consulting and has worked and lived in several countries in North America and Europe.

John Hamilton

President
Service Strategies Corporation

John has more than twenty years of software engineering and service industry experience. He has significant international experience from working in both the Asia-Pacific and European regions. In addition to his support management knowledge, John has a well-rounded background from managing engineering, quality control, and training organizations. He successfully re-engineered a number of large support operations – increasing their efficiency and elevating their service to world class. He has also developed RFP's for selecting support automation technology and managed the implementation of the tools, creating a quick return on investment for support