2010 Service Industry Summit
Energize Your Service Operations
Speaker Biographies
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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 operations.
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Lisa Nirell, Chief Energy Officer
- EnergizeGrowth® LLC
Lisa Nirell is the Chief Energy Officer of EnergizeGrowth® LLC in Bend, Oregon. She helps B2B companies who want to build wealthier companies, create breakthrough performance and attract more ideal clients. Her latest book, “EnergizeGrowth® NOW: The Marketing Guide to a Wealthy Company,” has been praised by Guy Kawasaki, Dr. Stephen Covey, Marshall Goldsmith, and other business luminaries. Over the past 27 years, Lisa has worked with Microsoft, Wells Fargo, IBM, and hundreds of entrepreneurs in eight countries. |
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Tom Stierle, Vice President, Global Customer Service Operations
- Teradata Corporation
Tom Stierle is Vice President, Teradata Customer Service Global Operations. He is responsible for providing strategic direction and developing/managing the implementation of global infrastructure initiatives that deliver a more effective and efficient organization throughout the world. In this role he works closely with all country and area managers to insure business improvements are captured, built and then released for global leverage that drives more efficiency and profitable revenue. Stierle has more than 23 years of experience in the technology field in the areas of sales, product and services marketing for both the direct and indirect channels as well as leading global and regional service businesses.
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Amirita T. Joshi, CEO
- Ahilia Inc.
Amrita’s global services experience spans the entire spectrum of roles, from buyer to consultant to service provider. Amrita is the CEO of Ahilia Inc. a marketing consulting firm focused specifically on the Global IT & BPO market. Prior to founding Ahilia, Amrita was a partner at Conscient Partners where she assisted Tier 1 and 2 services providers with their marketing strategy and execution. Amrita has also served as the President of EA CAP, a Malaysian-based IT services firm. EA CAP services ranged from ERP implementations to Hosting, specializing in the government, non-profit and education sectors.
Prior to joining EA CAP, Amrita was a Director at neoIT, a leading a Global Sourcing Advisory and Consulting firm. As VP of Global Sourcing at IndyMac Bank, a pioneer in mortgage process offshoring, Amrita led the BPO offshoring initiative going through the entire life cycle including process assessment, sourcing, transition and ongoing management. Amrita’s prior roles also include Consultant at Andersen Consulting (now Accenture) and Investment Banking Analyst at Credit Suisse First Boston. Amrita graduated Magna Cum Laude from UCLA with BA in Business Economics and received her MBA with Honors from the Anderson School of Management at UCLA.
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Andy Westlund, North America Support Director
- Mentor Graphics
Mentor Graphics is a world leader in electronic hardware and software design
solutions, providing products, consulting services and award-winning support
for the world's most successful electronics and semiconductor companies.
Helping customers become fully successful with these complex design tools is
the mission of the Mentor Graphics Customer Support Division, and Andy Westlund
has been a part of this team since 1992.
Andy joined Mentor Graphics in 1988 as a Software Engineer and has since
held the roles of Customer Applications Engineer, Support Center Manager, and
Customer Support Manager. He is presently the North America Support Director.
Andy has a BS degree in Computer Science from Oregon State University and an
MBA from Portland State University. He lives near Portland, OR, USA. |
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Nicholas Howard, Senior Director of Operations
- NetApp Global Support
Nick is currently Senior Director of Installed Base Operations at NetApp, where he has spent the last 7 years in the Service and Support business. Nick has 19 years of operations and finance experience in the services and technology industries in the Silicon Valley at NetApp, Cisco Systems and other hi-tech companies. He has a B.S. degree from the University of San Francisco and is a California certified CPA.
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Chad Williams, Vice President Services and Renewals
- Advent Software
Speaker bio coming soon
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