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Speakers 
 Wendy Balachandran,
Director, InforService Centre, Information Directorate,
Queensland Health
Wendy has 15 years experience at senior level in Service delivery in both corporate and government sector encompassing greenfield sites to organisations undertaking organisational reform.
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 Mark Banic,
Enterprise Service Desk Manager,
CSIRO
Time Magazine once published an article reporting on how companies use humor in the workplace to reduce stress levels and improve corporate morale. While CSIRO Helpdesk Manager Mark Banic read this a good year after his initial team staged their first NAKED TUESDAY and had spent a day dressed as super-heroes, he was happy to know he was on the right track. Six years later now in the role of Service Desk Manager for CSIRO IT and running a virtual team containing three cells based in Canberra, Melbourne and Sydney providing an Enterprise solution to CSIRO’s 57 sites across Australia, Mark has used his experience and knowledge of team dynamics in order to retain staff in an industry field where retention rates are normally quite low. Mark has a combined experience of 18 years working within teams in highly stressed environments in both the Australian Army and CSIRO.
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 Chris Barker,
Client Services Manager,
Hubb Financial Group
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 Anton Benc,
Managing Partner,
Benchmarking Partnerships
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 Marcus Binet,
ITIL Consultant,
Redworld
Marcus has been working in ITIL since it was first "Imported" here from the Netherlands in the mid 1990's. Prior to this he worked in Technical Support management, managing Microsoft's Technical Support Centre in Australia. After moving into an ITIL context, he managed a group of support technicians, and since 2001 has been consulting and training in ITIL. In 2002 he started a business providing training and consulting in process development using ITIL as the framework. His company, Redworld, is essentially an ITIL services wholesaler, selling training and consulting through partners who use the Redworld team to add ITIL capabilities to their portfolio. In this way Redworld runs up to 15 training courses every month, as well as providing consulting services. Marcus is an experienced and straight forward speaker, avoiding using a long word where short one will suffice.
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 Noel Bruton,
Independent Consultant,
Bruton Consultancy
Noel Bruton is one of our industry’s most highly acknowledged experts in IT service management and delivery. The author of the best-selling ‘How to Manage the IT Helpdesk’ and ‘Managing the IT Services Process’, he is a UK-based consultant and trainer with a global reputation whose expertise, developed over more than a quarter of a century, is sought by private companies, public service and academic institutions all over the world
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 Paul Bunn,
Managing Director,
Talisma
Talisma has appointed Paul Bunn as managing director. Mr. Bunn has 18 years’ experience in the software market, recently as Vice President of Sales for the Western Region of the United States at iPhrase Technologies Inc, and Open Market Inc. Prior to that Mr. Bunn was the Vice President of Asia Pacific for Open Market. In Europe, Mr Bunn held the position the Vice President of Channels and prior as Country Manager for Stratus Computer Inc. Mr. Bunn brings a combination of international and local market skills to Talisma’s operation in Australia and New Zealand. Mr. Bunn holds a bachelor of science and mathematics with honors in computing science from the University of Wollongong.
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Brett Cadwallader,
Executive Manager, Enterprise Service Desk,
CSIRO
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 Adam Cartwright,
GFIT Service Delivery Manager,
Goodman Fielder
Adam has been working in the IT industry for more than 15 years with experience in systems design, architecture, project management and delivery management. He joined Goodman Fielder in December 2004 as the Service delivery manager. Prior to Goodman Fielder Adam worked for IBM as an Architect, and with American Express managing delivery teams for the Asia Pacific region. Previous employers include Advance Bank, NSW Police and Royal Australia Air Force. Adam’s current role includes management of the incumbent outsource partner to delivery services across Australia and New Zealand. Managing retained service desks to deliver to customer expectations is a key challenge.
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 Jill Chivers,
Managing Director,
The Corporate Compass
Jill is an experienced corporate communicator, trainer and change agent. Jill’s work with people has included the front line through to Board and CEO level, people with diverse backgrounds and cultures, and working with both large groups of over 100 people through to small groups and one-to-one coaching. Jill holds a Bachelor of Business and an MBA. Jill is a certified practitioner in both the Myers Briggs Type Indicator (MBTI) and Neuro Linguistic Programming (NLP). Jill is a Certified Image Professional (CIP) through the Association of Image Consultants International (AICI), a status held by only a handful of Australians. Jill’s background includes 6 years working for a global consulting firm as a change management professional where she helped many people deal with change, and 5 years as a corporate facilitator and trainer, working primarily in the financial and professional services sector.
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 Anthony Clarke,
Author,
Achieving the impossible
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 Brad Cork,
IS Operations Manager,
Graincorp
Brad is the I.S. Operations Manager for GrainCorp responsible for the Service Desk, Field Support and Infrastructure Teams. He has been in I.S. for 15 years including roles as a consultant and an I.T. Manager. By merging the help desk and online support teams and linking in the Infrastructure Team into the Service Desk area GrainCorp has been able to further reduce help desk calls, increase customer satisfaction and demonstrate the importance of a functioning Service Desk team to I.S. services.
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 Christine Doull,
Director of Voice Services,
South Australian Courts Administration Authority
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 Paul Dundon,
Managing Director,
DHS
Paul Dundon is Managing Director of Direct Health Solutions, a specialist in workplace absence and health management. Paul is a regular media commentator on the impact of absenteeism to the Australian economy. Direct Health Solutions provide an innovative service that is at the leading edge of absence and health solutions. The approach is cutting absence levels by 30%
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Mr Ian Fletcher,
Director, Voice Services,
Department of Veterans Affairs
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 Vanessa Gavan,
Managing Director,
Maximus
Vanessa is the founder and Managing Director of Maximus International. Maximus International exists to reduce the complexity around boosting the performance of people, fast. With a background in organisational psychology, Vanessa plays an integral role in the identification, design and implementation of the complete range of Maximus solutions – strategy and development, assessment and capability and technology enabled solutions. Across Australia, the UK and Asia, Vanessa has introduced and managed tailored human performance solutions for corporate clients such as: Westpac, IBM, ANZ Australasia, Telecom NZ, Lehman Brothers Japan, Merrill Lynch London, TMP Worldwide, MGSM, TeleTech International, Sensis (White Pages), Centrelink, Hutchison Telecoms, Fuji-Xerox, Rothschild, Integral Energy, Coca-Cola Amatil and MLC. As an experienced facilitator of strategic business workshops, development programs and training, Vanessa has been instrumental in large-scale assessment and development projects, business and people strategy development and restructuring. Registered with the NSW Psychologists Registration Board and the Australian and American Psychological Society, Vanessa is also a member of the Australian Human Resources Institute and Australia Institute of Company Directors. Throughout her career, Vanessa has enjoyed a number of achievements and accolades. Last year she was a finalist for the Telstra Business Women’s Award and the Australia Post Small Business Awards.
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Mark Harris,
Senior Lecturer,
Victoria University
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 Virginia Hunt,
Manager for Customer Support Service,
Unitec Institute of Technology, New Zealand
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 Mr Chris Joscelyne,
Managing Director,
Australian Projects IT Security
Chris Joscelyne is a leader in Australia’s IT security sector, serving on the Board of the Australian IT Security Forum, the Advisory Board for the Information Security Evaluation Program at the Defence Signals Directorate in Canberra, and on the advisory council of AEEMA. He has served as the Australian IT industry delegation chairman for bilateral talks with the United States on protection of the national information infrastructure and as the Australian spokesman at the Global eBusiness Forum at the United Nations in Geneva. In 1994, Chris founded Australian Projects; a company engaged in the commercialisation of new and emerging IT security solutions. He is in high demand as an international speaker on issues relating to information security, privacy, data integrity, encryption, digital rights management, and biometrics.
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 Steve Kenney,
Service Centre Manager,
TNT UK
Steve Kenney has worked in the IT Service Management industry for 25 years, in a variety of roles, providing service to both internal and external customers. In recent years, Steve has been at the heart of developing and deploying service management at TNT, including the running of the International Service Desk based in Warwickshire in the UK. The most recent initiative has seen the development of a Global service management blueprint solution to be deployed in all Business Units around the World.
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 Mr Raoul Lake,
Sales Director,
Front Range
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 Andrew Lee,
Training Director,
Masero Lee
Passionate about people, curious about behaviour - Andrew Lee has extensive experience as a management consultant, trainer, facilitator and coach throughout Australia, New Zealand, South East Asia and the Middle East. A gifted communicator Andrews trainings are thought provoking and insightful. His experience with diverse industries across many cultures enables him to quickly get to the core of issues including poor performance, resistance to change, low morale and management development.
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 Ian Maitland,
Managing Director,
HDAA
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Sabine Moerenhout,
Service Desk Manager,
P&O
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 Janne Monkerud,
Training Consultant,
HDAA
Janne Monkerud has worked in the IT industry for over 15 years. Her first role in IT was to develop and present training courses for office automation and database products as well as e-mail tools and networking. Janne’s experience and capabilities in the area of IT training were highly regarded and quickly recognised through appointment as IT Training Manager for a large Government Organisation. Due to Janne’s interest in IT and in people, as well as her customer service focus, involvement in the Help Desk industry was simply a natural progression from training. In 1995 Janne was appointed Help Desk Manager for a centralised Help Desk supporting 1300 customers across 28 locations. In 1999 she was promoted to Client and Technical Support Manager responsible for management of Help Desk as well as 2nd level support. During her involvement in the Help Desk industry, Janne has gained extensive knowledge and experience through practical application in her work and membership of a number of professional organisations and user groups. Janne is a Member of the Australian Institute of Management and holds a Graduate Diploma in Business (Management) from Monash University. Janne has recently joined the HDAA team as a Senior Consultant and Trainer. She is fully qualified to run all HDI-USA certification courses and also holds ITIL certification. Feedback from HDAA clients in her training groups has been overwhelmingly positive.
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 Graham Moore,
Director,
Moore Success
Speaker, trainer, coach, consultant - Graham Moore works with organisations and individuals to powerfully improve results ! Graham knows the essential ingredient for business success today, the one we absolutely cannot do without, our customers - without them it we have no business. Graham has a diverse background – and one which has given him considerable insight into how business and individuals interact in the critical business driver - Customer Service. He worked for many years a senior executive in the television industry and produced over 450 hours of television drama, including some of Australia’s most popular series such as Cop Shop, and The Flying Doctors mini series. For the last 10 years he has been a professional speaker and trainer during which time has built a reputation for creating positive and sustainable difference. He focuses on customer service and sales, leadership and emotional intelligence, As a result of his work in customer service, he has developed The Seven Laws of Customer Service. He understands the impact of Customer Service at all levels in the organisation - and how successful businesses operate in a Culture of Organizational Customer Service. Graham is a speaker renowned for his masterly and shrewd approach to opening the minds of his audiences and creating sustainable, positive change. Refreshing and insightful, his sessions are always high energy, entertaining and fun.
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 Paul Mottram,
IT Manager,
Queensland University of Technology
Paul Mottram is the Manager of the Information Technology Services Call Centre at the Queensland University of Technology. He is responsible for the IT Helpdesk and, the provision and support of call centre technologies across the organisation. Paul has over 30 years experience in the IT industry with over 25 at QUT and has been involved in all aspects of IT from technology support and applications development to the Web, marketing and client support. He has post graduate qualifications in IT and mathematics including an MSc from the University of Liverpool (UK). Paul was instrumental in QUT being an early adopter of Web technology and is passionate about providing excellent client service.
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 Peter Paffenholz,
Service Desk Manager,
AGL
A Management professional with experience in the Utility and Retail areas ranging from IT Service Desk, Operations and systems development to store operations and business and IT project management. My most recent career experience includes managing diverse multi-level and multi-site IT Service Desk support services of varying Service Level Agreements encompassing the ITIL framework and a philosophy of continuous process improvement. My roles have also included the consolidation of multiple Service Desks to single sited Service Desk teams on two occasions.
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 Mr Paul Paterson,
Senior Manager IT Help Services,
Department of Education & Training
Paul has had over 30 years experience in Public Education, mainly in TAFE College Administration and Corporate Directorates. Leading a team of over 45 people as front line Help Desk analysts, team leaders and site managers, Paul’s challenges in meeting the demands of constant change, driven by rapid deployment of new technologies and applications, within an environment of continual restructures, have kept him on his toes.
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 Mark Paterson,
Manager, IT Service Management,
Austrade
Mark has been in the IT industry for over 16 years in varied roles including business analysis; system testing, IT training, and IT support services. Mark has been with Austrade (Australian Trade Commission) based in Melbourne since 1993. Mark's role within this global organization includes responsibility for IT service delivery within Australia and South Pacific and has worked in the Middle East and North East Asia. He has always been at the front line of IT support and service delivery. During this time he has initiated, facilitated and delivered improvements in alignment, technology, staff capability, and client satisfaction. Currently he has the task of implementing a virtual global IT Service Centre with a more client-focused, agile and innovative approach to IT service delivery
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 Rick Phillips,
Service Delivery Developer,
La Trobe University
Project manager for La Trobe's ITSM software systems implementation project. Core member of the university's ITIL project. 15 years in IT in technical and solutions analysis and development roles. (Attempted to escape IT several times but was always recaptured.)
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 Mr Adrian Ranford,
Service Desk Manager,
Queensland Rail
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 Elizabeth Roodenrys,
Client Serivce Centre Manager, On-demand infrastructure services,
IBM
Elizabeth is the National Client Service Centre Manager for IBM. The Client Service Centre provides helpdesk support to IBM clients for the range of IT services provided by IBM. This includes desktop, servers, network ans application support. The Client Service Centre operates out of two locations, West Pennant Hill in Sydney and Ballarat in Victoria
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 Mr Sean Smith,
Support Officer/Trainer, Department of Parliamentary Services,
Department of Parliamentary Services
Sean is a senior IT support officer and trainer within the Department of Parliamentary Services. He has five years experience in the Call Centre and Adult Education Industries. Sean is currently striving to make Knowledge Centered Support a reality within Parliament House
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 Cindy Tonkin,
Author,
Consultant's Consultant
Cindy has a background in productivity improvement and business systems. She has a Masters degree in Linguistics, and International Training qualifications. She is a Master Trainer of NLP (Neuro-Linguistic Programming), and has been running her own consultancy business since 1992, working with more than 120 clients on more than 50 assignments in that time. She has worked with both large and smaller businesses. She has written a number of books, including the Best-selling Australian Consultant's Guide, which involved her speaking to more than 100 consultants about their best decisions and worst mistakes.
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 Mr Mark Waugh,
Managing Director,
Elanta
Mark is the Managing Director of Elanta Pty Ltd, a boutique consultancy specialising in business and technology strategy. Elanta has established a strong client list including News Ltd, InterContinental Sydney, Maximus and Air International. Combining his considerable executive experience as Chief Information Officer at Star City and his Accenture consulting pedigree, Mark assists his clients to develop pragmatic strategies and innovative solutions to achieve their business goals.
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Chris Whiteford,
Service Desk Manager,
Suncorp Metway
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 Mary Wollmering,
Former CIO,
Melbourne Health
Mary has worked in IT for over 25 years and over that time has acquired considerable experience in managing complex teams, service delivery and achieving best outcomes with limited resource. Starting at IBM she has worked with many of the main vendors, hardware, software, outsourcers, and some of Australia's largest companies, such as BHP and Coles Myer. Mary is currently the CIO for Melbourne Health where she manages a complex ICT environment and a large staff who provide services to over 14,000 end users. Highly regarded in her industry, Mary focuses on optimal service delivery for users and ensuring a work environment which develops and supports her staff.
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