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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”

Mary is the Service Alignment Manager at Television New Zealand. With more than 20 years operational leadership experience, Mary’s role over the last 4 years at TVNZ has included the implementation of Service Management. Her role encompasses Service Management, Portfolio Management, Security, BCP / DR plus commercial areas including contracts and licensing responsibilities. Mary was part of the team involved in the recent review and restructure of  TVNZ’s organisation, looking to align and position TVNZ for delivery of the organisation’s new vision and strategy. The Technology team at TVNZ manages Broadcast, IT and interactive / ondemand infrastructure and services and is a key enabler in ensuring TVNZ achieves it’s business goals. With convergence between Broadcast and IT technologies occuring at a very rapid pace, Mary’s focus is on ensuring the Technology portfolio of activity is aligned with business strategies and priorities, creating a consistent and transparent view of services and ensuring risk to existing and new asset is managed effectively.

Claire is Head of IT at UnitingCare Health, a Queensland not-for-profit organisation which runs five private hospitals.
Claire’s career has spanned Project Management and Service Management roles in UK and Australia. After spending her formative IT years with IBM, she ran IT Development for a Building Society and was CIO of a Dutch electrical company. She has also worked as an ITSM consultant, specialising in Service Desks.
She migrated to Australia in 2001and took her ITIL Foundation exam to help her to get her first job here. Since then she has completed ITIL Manager and PRINCE2 Practitioner qualifications.
She moved into her current role in 2005, driven by a desire to work in an organisation where she could ‘make a difference.’

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As great managers we are all looking for ways to constantly improve our teams and our processes.  Brad is a qualified Help Desk Manager and author of the e-book “SMILE – Secrets to Creating A Customer Service Culture”.  He believes the key to a successful support centre is by having a great team and constantly improving processes.
Having been both an I.S. Operations Manager and an I.T. Manager he is well aware of the challenges facing the Service Desk Manager and the I.T. Manager.  He has worked for or consulted to companies such as IBM, McDonald’s and GrainCorp Operations Limited. He has been involved in implementing an ITSM system and an ERP system and now runs his own business, Improving People. He specialises in helping you get results through maximizing team performance, Service Desk improvement, aligning strategy & performance and helping you change the way you and your team think to allow you to be more effective.

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Bronwyn Fletcher is the Executive Director of Systems Thinking Pty Ltd, a company specialising in the measurement of IT structural and quality metrics.
Since the early 1990’s, Bronwyn has been conducting IT specific surveys and advising companies on improving IT service quality. Systems Thinking’s approach to service quality is one based on a shared responsibility by client and IT.

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Malcolm Fry, a recognized IT industry luminary with over 40 years experience in Information Technology, serves as an Independent Executive Advisor to CA Software. Malcolm brings to CA an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author many publications on IT service and support, he has had many other articles and papers published, and he is regularly contacted as a source of information by technology journalists. In addition, he is the solo performer in a highly successful, best selling DVD series made for the Help Desk Institute. His latest publication is entitled ‘A step-by-step Guide to Building a CMDB’.  His new book is called 'Building an ITIL based Service Management Department.'

Throughout Tom's career, his emphasis has been on improving customer service within the organization.  He has 16 years of experience with the US Air Force in communications support.  He then moved to Texas Tech University.  He is currently a technology consultant within the Teaching, Learning, and Technology Center at Texas Tech University where he is responsible for customer support and training of TTU's faculty placing courses on the web.  As discussion leader of a mailing list for help desk managers, Tom has helped many help desk managers improve their customer service process through the application of common sense and logic.

I have over 20 years experience within both information technology and business, in the superannuation, finance, insurance and retail and telecommunications sectors. Roles have spanned across Project Management and IT Operations. I have a strong background in both applications development and infrastructure management. I have strong Service Delivery Management focus and have extensive experience in both outsourced and in-sourced environments.
Currently as a Program Manager for the QBE Technology & Strategy team I oversee the management and delivery of key QBE strategic infrastructure programs of work in the Australia Asia Pacific region with the focus on delivery. Current programs of work include Client Services Tool Replcement, ITIL Implementation and a Case Management Project.

Kathryn Howard is an IT professional with more than 20 years experience in the areas of ICT service delivery and service management.  Understanding the constant change and redefinition of service excellence, she is passionate about helping corporations achieve a quality value service.  Kathryn has many years of establishing and managing teams that provide change programs and service improvement initiatives at organisations including AAPT, Macquarie Bank, Hudson Global Resources and Finsia (formerly SIA).  She believes commitment to the ITIL process framework, in conjunction with a meaningful IT/business dialogue, is key to delivering successful end-to-end customer service able to support and enhance the business objectives.

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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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.

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.

With 20 years’ experience in the Victorian Education and Training environment, Ross has previously worked as a teacher, Curriculum and Learning Resource Developer and IT Department Manager.  In November 2006 he was appointed to the role of ITS Associate Director – Client Services at Swinburne University.
Ross has a Bachelor in Computing (Information Systems) from Monash University and is a member of the Australian Computer Society.
Ross and his team are responsible for the delivery of IT Support Services to 40,000 people, located at 5 different sites.

Roger has undertaken senior ICT management roles for the past 10 years, most of which has focussed on driving business effectiveness and efficiency from IT Service Management. He directed a project to define, acquire, configure and implement IT Service Support and associated integrated toolsets prior to assuming management responsibility for the business areas undertaking operational Service Centre, IT Service Support, and other Service Management aspects. Roger has overseen the transformation of the business to a Service Oriented Organisation.

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Eileen Phu is an IT Delivery Manager at AMP.  Eileen has completed her ITIL managers certification and her experience has been focused on team management in application support  across a number of different portfolios and technology platforms.  

Stuart has been in the I.T. industry for over 19 years, joining GE Money in 2004. He has previously held roles with AXA, NAB and ANZ, working in a number of leadership roles in Production Support, Design, Development, and Project integrations.
His current role overseas all GE Money’s I.T systems, but has primary focus in the Asia Pacific region. This involves the management of service levels, the operation of outsourced mainframe and application contracts, and the facilitation of best practice and knowledge sharing across multiple regions. One of Stuart’s current objectives involves taking 9 separate country specific outsourced application contracts, and combining it into 1 Asia wide contract.

Dr Geoff Mitchell is the Director of the Integrated Help Services Department in the Technology, Information and Learning Support Division at Queensland University of Technology. Integrated Help Services brings together a range of technology support activities including the IT Service Desks, both physical and virtual, IT desktop support and audio visual support. The Department also provides a range of student specific support services and design and development services for technology in learning and teaching environments.

For over 14 years, Julie L. Mohr has been passionate about service and support management. She is a Principal Research Analyst and Author at BlueprintAudits.com. Her broad range of experiences include teaching ITSM and COBIT courses worldwide, working as Director of Professional Services and as a Managing Consultant. She has worked as a technical advisor to the Department of Education, a support manager at the National Institutes of Health and as a support analyst at NASA. Julie is a certified Helpdesk Director and certified ITIL® Service Manager.

Anthony Nantes is part of the Senior Management team within the central IT provider, Information Services, at the University of Melbourne.  He is the Manager of the newly formed, strategic Service Management Office.  In this role he is responsible for managing the overall quality, cost and risk of the Service Portfolio, delivered by Information Services.  He was the project manager for the ITIL Implementation Project and in conjunction with several colleagues, led a large number of Service Management Initiatives at the University in the last year.

Eileen Phu is an IT Delivery Manager at AMP.  Eileen has completed her ITIL managers certification and her experience has been focused on team management in application support  across a number of different portfolios and technology platforms.

Chris Rasmussen has 26 years of IT related experience across a number of industries including banking & finance, mineral resources, government, utilities and higher education, as well as working with large multi-national hardware and software vendors. This experience has been gained working in both Australia and Singapore.
Chris joined the University of Western Australia (UWA) in mid 2003 to direct and manage a large upgrade project to migrate the PeopleSoft Financials system from a client server based system to the latest browser based version. This project was successfully completed in March 2005 and Chris was appointed to the position of Director Information Technology Services (ITS) for the University in May of that year.  Chris brings range of skills to this role, including project, financial, resource, service and systems management as well as both strategic and operational planning.

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Peter Thomas joined the NZ Defence Force in May of 2007 as Chief Information Officer (CIO) and leader of the Communications and Information Systems (CIS) Branch activities.

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Prior to joining Gold Coast City Council in 2000, Karen held a number of senior roles in the ICT industry in the Northern Territory.  Her responsibilities included the development of a strategic roadmap for ICT across the NT public sector and the utilisation of advanced technologies to enable innovation and more efficient service delivery.
Since joining Gold Coast City Council, Karen’s focus has been on developing and implementing Council’s ICT Strategy and ICT Governance arrangements.  Karen believes that local government in Queensland is an exciting and challenging industry to be associated with and an area where appropriate ICT investment offers great promise.

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Neil Weitz is the Director of IT Help and Learning with GlaxoSmithKline’s End User Advocacy IT group. Mr. Weitz has over twenty years experience focused on end user support, help desk and process improvements. He currently leads teams responsible for GSK’s global online self service support portal (IT HELP), IT Knowledge Management, GSK Service Catalog and IT Training and Education. Prior to taking over this group, Mr. Weitz held the position of Director of Service Strategy, responsible for support strategy and service improvements for all of GSK’s internally supported users.

Chris has spent 25 years in the IT industry holding positions ‘both sides of the fence’ in both consulting and line management IT roles. His last role in the UK was as Head of IT Infrastructure at Scottish and Southern Energy and more recently as the General Manager of Redwood Systems Asia/Pac operation.

Ian Wilkins is National IT Service Manager of News Limited ICT and is responsible for the company's Service Management functions across all of the News Limited Divisions in Australia.

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