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Speakers 
Mr Chris Balis,
IT Service Desk Manager,
Toll Information Technology
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 Ms Valda Berzins,
Chief Information Officer,
Vic Police
Valda Berzins is currently the Chief Information Officer for Victoria Police responsible for all Information Technology.
Prior to this, she was Chief Information Officer at Australia Post and has held senior finance and IT roles, company secretarial positions and corporate strategy roles at Foster’s Breewing Group. Most of her career has been spent with Foster’s Brewing Group.
Valda was the IT&T’s Government CIO of the Year in 2002 and was awarded Computerworld Fellow for 2001. She was also written up as one of the top 30 IT leaders in Australia in Robert Williams’ book “Success in IT”
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 Mr Marcus Binet,
Consultant,
Redworld
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 Mr Chris Blackman,
Managing Director,
A S V P Group
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 Mr Paul Broderick,
Chief Executive Officer and Commissioner,
State Revenue Office, V I C
Mr Broderick was appointed Chief Executive Officer and Commissioner of State Revenue in April 2002.
He joined the SRO as Executive Director of Operations in 1998 after holding senior positions with ASIC where he was responsible for a range of functions including organisation development, customer services and quality management.
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 Mr Matt Campbell,
Operations Manager,
C I T E C
Matt is the Operations Manager of the CITEC Service Centre and manages a group of 26 IT professionals in the delivery of 1st and 2nd level Service Centre services for over 100 Australian clients. Matt has completed his Certified Information Systems Auditor (CISA) certification along with ITIL and Microsoft professional certifications and his experience within the IT industry includes 7 years working in desktop and server technologies, and membership of industry bodies such as HDAA, ISACA, itSMF and ACS.
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 Mr Brad Cork,
Managing Director,
Improving People
Since the early 1990's Brad has aligned people with their passion and dreams. This provides business owners with an highly engaged staff or team, efficiencies in their business systems / culture plus overall increased business profitability. Staff and teams who are aligned with their passion within a business are highly productive people... the best investment one can make in their business. Brad has appeared on Radio, been published in CEO Online and The Speakers Compass. He has also written an e-book on Self Manage Teams and an e-book “SMILE - Creating a Customer Service Culture”. His book “Self Managed Teams – How you can do more with less” is due to be released soon. Improving people is about making a difference to you and your team for increased profit and results.
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Mr Paul Cutbush,
Chief Executive Officer,
Montpelier Business Solutions
Specialising in service desk,contact centre and change management consulting.
Prior relevant roles:
Director – Court Reporting and Technology
NSW Attorney General’s Department
Supporting the judiciary and legal profession for all reporting,transcription and technology support in 700 courts and tribunals in NSW.
Introduced improved technology support,digital recording and best practice service levels in an area that had seen no change since 1911!
Introduced “realtime” reporting for the first time in NSW on high profile matters.Extremely demanding customers ..mission critical response times required to ensure 800 sittings a day could progress across NSW.
Business Manager – Asia Pacific - Customer Care Centre
IBM Global Services
400 seat outsourced helpdesk across 3 sites
Redesigned Asia Pacific “critical situation” methodology and introduced state of the art workforce optimisation tools.Supported ING,Westpac,QANTAS,MLC to name a few!
Global IT&T Support Centre Manager – QANTAS IT
QANTAS Airlines - supporting all minor to major incidents and problems.900 locations around the world and 35,000 staff from tarmac to boardroom
My customers included all call centres,travel centres,airports,catering,cabin services,flight operations and executive areas.Tough customers!
National Service Level Manager – Optus Vision – IT
Incident and service level management during national rollout.
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 Ms Kirsten Daly,
Director,
The Career Group
Kirsten has extensive business experience, combining roles in senior management with her latter career as a consultant, executive coach, facilitator, trainer and public speaker – all utilising her high level people management skills. She has held roles of Head of Learning & Development, Director and General Manager, Training and Executive Consultant, Career Coach and Senior Sales Consultant. She has worked with over 1,000 individuals from Australia’s leading organisations – multinationals, small to large business, and government departments. This has incorporated her extensive experience in needs analysis, account management, client liaison – for individuals, government , community and corporate organisations.
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 Ms Cynthia Deans,
Consultant,
Rogen International
Cynthia consults in the area of “Persuasive Communication” with Rogen International based in Sydney. Cynthia’s solid communication skills are combined with excellent facilitation and training skills which allow her to effectively coach and develop individuals from a variety of backgrounds and business environments. Prior to joining Rogen, Cynthia held a variety of senior IT management roles, including six years with Unilever Australasia as IT Customer Services manager, where she was responsible for the development and ongoing management of the IT Help Desk. Most recently, Cynthia was the Head of Strategy, Technology Services for Insurance Australia Group, Australia’s largest general insurer. This role carried the responsibility for the development of the enterprise IT strategy, along three core areas: organisation, operation and architecture. Cynthia divides her time between working on assignments and managing relationships with key client organisations, and has worked with several of Rogen’s clients including Nestlé, Telstra, Qantas and Asteron.
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Julie Dowd,
Group Manager, Customer and Change Programs,
MYOB
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 Ms Liz Ellis,
I C M I Speaker Bureau
Liz Ellis is one of Australia’s most successful sports people ever.
She played in two Gold Medal winning Commonwealth Games teams, won a World Championship and last year surpassed the record for most netball test matches played for Australia. She has also led the Sydney Swifts to two National League championships.
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Ms Bronwyn Fletcher,
Principal,
Systems Thinking
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 Mr Louie Horvath,
Operations Manager,
MLC Business Technology
Louie has over 25 years experience within both information technology and business, primarily in the superannuation, insurance, retail and telecommunications sectors. Louie has had a number of diverse roles ranging from project management, operations and line management. In 1999, Louie successfully managed the evaluation, selection and implementation of replacement systems for incident, problem, change and inventory management for GIO Australia. As manager of the GIO IT Customer Service Centre Louie led a major helpdesk strategy and process improvement initiative, which contributed, to an outstanding increase in customer satisfaction. He re-engineered the IT help desk and implemented a consolidated service desk forming the framework for an enterprise management solution using ITIL processes and established a leading edge learning centre. He has had extensive experience in the improvement of the end-to-end service delivery cycle including the formulation of service level agreements.
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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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 Mr Rick Joslin,
Executive director of Training,
H D I Global U S A
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 Ms Sue Langley,
Principal,
Emotional Intelligence Worldwide
Sue has designed her life around her purpose, vision and values. Having worked with many public and private organisations, her role sees her travel to Asia, Africa, Europe and America, delivering emotional intelligence and leadership development programmes designed to inspire individuals, teams and organisations to achieve their own level of excellence. She does this through emotional intelligence, positive psychology, personality and personal development programmes, designed to improve individual satisfaction and organisational performance.
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 Ms Gee Lightfoot,
General Manager Information Systems,
Department of Industry and Resources, W A
Gee is the General Manager, Information Services, Dept of Industry and Resources. Gee has a Postgraduate Diploma in Information Systems and a Master of Business Administration.
Gee has significant experience as a Chief Information Officer who understands how technology underpins business, worked across a broad range of industry including retail, manufacturing, resources, higher education and State government in England, Channel Islands, Zimbabwe and Australia, Gee was the first woman to hold a senior management position in the organisation’s 110-year history.
She was the Chair of the Australia Computer Society, WA branch from 2001 - 02. She was a member of the Minister of State Development ICT Industry Development Advisory Board from 2002 – 04 and Telstra Business Woman of the Year Finalist in 2003. She is a board member of the Volunteering WA and represents her department in many committees and forums.
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Mr Tim Malone,
Practice Director, Queensland,
Gibson Quai A A S
Tim is the Practice Director of Gibson Quai-AAS in Brisbane where he leads a team of 17 professionals. His office provides professional consulting services to commercial and government clients at the bigger end of town. Specialising in telecommunications and IT systems, GQAAS spans a wide range of technology and management concerns.
Tim has 32 years experience in telecommunications, the last 10 years as a consultant. His expertise includes call centres, strategic planning of technology and service provision.
He has undertaken the design and procurement of outsourced service provision arrangements for clients including MIM Holdings, Department of Defence and Queensland Health. He has completed comprehensive strategic reviews of service provision and technology in telecommunications and IT for a range of major clients including Queensland Health and Griffith University. In the past he led the service management team for the Brisbane City Council.
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Mr Alton Martin,
Chief Executive Officer,
COPC
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 Mr Geoff Matthews,
Career Management Expert,
The Career Group
Geoff is a Senior Human Resources Professional, with an international career combining senior management roles with extensive human resources experience. He had a very successful career in management within the financial services industry, before realizing his career aspirations in human resources. In latter years, he has become recognized as a much sought after Career Management Professional, with 15 years of extensive global experience in career development and outplacement. This has included experience with four firms in Australia and the USA as a senior consultant and certified senior trainer. This includes time as a senior consultant for the leading career management firm of Worklife Pty. Ltd., and working in the USA for the global accounting/consulting firm of Ernst and Young, being recognised as a very successful coach and facilitator.
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 Mr Mark McCrindle,
Director of Information Technology,
Australian Leadership Foundation
Mark is one of Australia’s foremost social researchers. He trained as a Psychologist and his research into the different generations is recognised internationally. By taking the social pulse of the workforce and the community he is able to analyse the emerging trends and communicate the implications these will have on our lives. He is variously described as a demographer, social commentator, and futurist.
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 Mr Chris Mills-Vasas,
Service Level manager,
Deloitte Touché Tomatsu
Chris Mills-Vasas is currently the Service Level Manager within the Information Technology Services division at Deloitte. In a dual role he also has responsibility for managing the implementation of ITIL. His knowledge of ITIL processes stem from nine years experience of Service Management implementations as well as over 10 years experience managing IT Service Desks and Support Teams within predominantly the Legal and Consulting fields.
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Mr Greg Murray,
Service Desk Manager,
Department of Education N S W
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 Janelle Nisbet,
Managing Director,
Progress Training
Janelle is a facilitator, speaker, consultant and coach with a unique ability to bring out the best in people, she specialises in coaching, creating and leading high performing teams. Known for her high energy presenting, Janelle uses this energy coupled with her successful corporate experience to truly connect with people and provide them with proven strategies and innovative ideas. Audiences walk away inspired with useful tips, tools and techniques to try with their teams. Janelle has a background in managing and leading teams in three highly competitive industries. Throughout her successful career working with teams in the banking and finance, stockbroking and telecommunications areas, Janelle was known as someone who can bring out the best in her people. Her corporate experience includes nine years in the fast paced ever changing contact centre industry where Janelle and her teams were recognized with 10 industry awards for excellence. Janelle has made a commitment to give something back to industry. She is an active member of the NSW Australian Teleservices Association (ATA) Committee and a NSW executive committee member of the National Speakers Association of Australia where she holds her Accredited Speaking Member (ASM) level of accreditation.
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 Mr Mark Paterson,
Head of I T services,
Austrade
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 Mr Jim Ramsay,
Senior Director Info Operations,
Queensland Health
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 Mr Daniel Scordel,
Director of Information Technology,
Bayside Health
Daniel Scordel is currently Director IT Services for Bayside Health which includes the Alfred Hospital in Melbourne. Daniel has twenty years IT experience, nine as CIO of critical $500 million businesses. Prior to becoming CIO, he was a project manager and management consultant, working in Australia, UK and Belgium, and servicing clients in retail, logistics, aviation and government.
As well as a degree in IT, Daniel has a degree in Psychology which is maybe why the people side of IT has always motivated him. During uni vacations he worked as a tour guide, which he describes as the ultimate experience in customer service delivery, because everything is your responsibility - even the weather!
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Ms Eija Seittenranta,
General Manager, Corporate IT Systems,
Centrelink
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Ms Janice Silby,
Business Manager,
Centrelink
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Ms Susan Steele,
Manager, Systems Support Group,
Centrelink
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Mr Mansoor Styer,
Head of Service Delivery - Information Systems & Communications,
Ernst and Young
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 Ms Cindy Tonkin,
Author,
Consultant's Consultant
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 Mr Phil Verghis,
President,
The Verghis Group
As head of The Verghis Group, Phil designs and implements strategies that enables global organizations to get and keep profitable customers for life.
In addition to serving clients internationally, Phil is the author of The Ultimate Customer Support Executive, a groundbreaking book cited by the Association of Support Professionals as “by far the most intelligent book on managing support organizations...” and positively reviewed by many media outlets including Harvard Business School’s Working Knowledge magazine.
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Mr Phil Walker,
Director, PMKeys Customer Service Centre,
Department of Defence
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 Richard Wentworth Ping,
Managing Director,
Wentworth Training
Richard is the owner and Managing Director of Wentworth Training Ltd, a consultancy and training company specialising in improving workplace communication. His mission is to help people enjoy their work life more.
The company was founded in 1989 in the UK and the second office was set up by Richard in Sydney in 1998. Richard has spoken at Helpdesk conferences in the UK, Europe, Australia and New Zealand and is a sought after speaker and consultant.
His experience of working with IT and Helpdesk teams in large and small business, in the corporate sector as well as state and federal government, mean that he has seen almost every type of work environment and can give practical ideas based on real life situations. Some of the clients he has worked with include News Ltd, Federal Court, Parliament House Canberra, the ABC, Unilever UK and Mercedes-Benz UK.
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 Mr Garry Whatley,
Chief Information Officer,
Corporate Express
Garry commenced his challenging career in the Information Management and Technology Industry some 23 years ago. His accumulated knowledge and extensive experience spanned over this period of time, has positioned him as a forefront leader in the Industry and is highly recognised and respected by the suppliers as well as his peers in the Industry at large.
He has held a number of strategic positions in Multinational Corporations including, General Manager, Information Technology, Telecommunications and e Business for Sony. Under Garry’s strategic direction, Sony continued to utilise technology to clearly differentiate itself in the Asia Pacific Region and on a number of strategic global projects including e Business direction.
Over the past seven years, Garry has held the Chief Information Officer position at Corporate Express Australia, where he is chartered to create, deploy and synergise the strategic advantage for the organisation through the effective utilisation of appropriate enabling technologies. Garry was also appointed to the Corporate Express Australia Board in 2002.
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Mr John Woolnough,
Assistant Director I M S,
Education Q L D
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