Education Team

Jill Zimmerman – Education Team Chair

Over the last 20 years, Jill has fulfilled a variety of roles within the IT industry, in both commercial and government practice. She is currently is the Vice President of DHS Services and ITSM Training at Zenetex. In addition to managing the ITSM training program, she is the program manager for a multi-million-dollar IT Transformation Program for Customs and Border Protection. She leads a team of highly-skilled and talented SMEs in the areas of ITSM best practices, enterprise reporting, organizational change management and strategic communications.

In addition to her work on the FUSION Program, Jill is serves as the treasurer for the Penn State Professional Women’s Network of DC.

David Traynor – Education Team Advisor

David Traynor has more than 30 years of experience in IT. He’s currently the Director of the Service Management Office at Southern Company, where he leads a team responsible for all IT service management initiatives, continual service improvement, service desk, strategic planning, tools and automation, and analytics. David received his B.A. in business analysis and accounting from Texas A&M University. He’s a certified ITIL Expert and an active member of the Atlanta LIG, itSMF USA, and HDI.

David Lowe – Content Advisor

David is responsible for integrating capability management, quality methods, and change management practices to achieve Continual Service Improvement. By contributing expertise in the areas of data analytics, cloud computing, and process frameworks, David helps organizations build IT capabilities for today’s digital business environment. Previously, David held various executive-level, managerial, or technical lead positions in the financial services, manufacturing, motion picture, engineering, legal, consulting, academic, and music industries.

David earned his MBA from the University of Southern California and his B.S. in applied mathematics from the University of California, Los Angeles. David is an ITIL Expert, PMP, and a PRINCE2 Practitioner, and he holds various additional industry certifications in architecture, cloud computing and data science. David is an active member of the Los Angeles chapter of ISACA, and between 2001 and 2014 he has helped facilitate the chapter’s annual spring conference.

Chuck Wysocki – Content Advisor

Chuck is a business and IT Service Management process expert with over 20 years of experience, both as a practitioner and consultant. In addition to business process improvement, he has expertise in delivery of business and IT service solutions supporting automotive, distribution/logistics, healthcare, pharmaceutical and retail industries. Chuck has led teams of business, technical and project management specialists to develop and support complex enterprise services.

Chuck is an ITIL Master and holds other industry certifications.  In addition, Chuck has participated as a speaker at FUSION, LIG events and BrightTalk ITSM webinars.

Andy Atencio – Advanced Service Management

Andy Atencio, a certified ITIL Expert and Organizational Development Process Certified Professional, has worked in the IT industry for more than 25 years, in various roles from support to leadership. For the last 16 years, Andy has served as the Chief Technology Officer for the City of Greenwood Village, where his focus has been on helping not only his small public-sector organization, but also other organizations, understand the cultural and organizational impact and changes IT Service Management can create.

Andy leverages his Master’s Degree in organizational behavior and expertise in psychological personality to foster organizational understanding of the change from technology being about things to technology being about people, and the impact this change has on leadership.

Barry Corless – Dev Ops and Agile

Barry has over 30 years of experience in IT operations management, education and consulting roles across an extensive portfolio of organisations in both the public and private sectors. He has presented on service management and business improvement engagements in 25 countries on four continents. Barry is Global Knowledge’s Global Product Director for Service Management. In 2005, he joined the board of the IT Service Management Forum (itSMF UK), responsible for its events portfolio, a role which he held for two years before acting as vice chairman of the organization for a year. Between 2009 and 2011, Barry served as the chair of itSMF UK.

Sofi Fahlberg – Workshops, Breakfast Briefings and Service Bazaar

Sofi works for IBM Services in Norway as an Account Portfolio Manager, and manages a group of chief consultants overseeing all aspects of IT Operations.

Sofi is passionate about service management and is a key member of itSMF Norway. She’s currently part of the itSMF USA program committee but has also participated in the itSMF NZ program committee.

She is a high achiever, someone who thinks outside of the box and makes a real difference to services in her organization. Sofi believes in an interactive approach to learning: Fail fast, learn and try again.

Angelica King – Organizational Change and How to Keep the Lights On

Angelica King is the Director of Service Support at Supervalu. In this role she has accountability for the Service Desk function and for defining and operating the business of IT (IT Service Management processes and supporting applications). She has multiple years of experience in Organizational Change Management, IT Operations and IT Service Management experience.

Angelica has presented to audiences of multiple sizes and levels on IT Service Management, Organizational Change Management and personal development.

Andrea Kis – Emerging and Strategic Technologies

Andrea is a Consulting Manager with a great passion for Service Integration and Management (SIAM) and Business Relationship Management (BRM). With more than 15 years of practical experience and expertise, she enters into each client engagement with a strong understanding of business outcomes, demand and customer requirements, with a strong focus on impact and outcome assessment, value-driven service delivery and strategic transformation.

Andrea focuses on the client’s viewpoint in each engagement, putting herself in their shoes and reinforcing the importance of communication and relationship building throughout the projects.

She is one of the architects of the EXIN/BCS SIAM Foundation training and also contributed to the birth of VeriSM (Service Management for the Digital Age).

An active speaker in the UK and around the world, Andrea has presented numerous times at various industry forums, and has contributed thought leadership to several leading industry publications.

Monica Morrison – Capitalizing on your Service Management Investment

Monica Morrison is dynamic, passionate leader with remarkable strategic vision and focus on customer satisfaction, process improvement, and solutions implementation.  She has more than 23 years of experience implementing ITSM best practices that have improved service delivery and support in large companies as well as non-profit organizations.

Monica has presented at itSMF and HDI events and written for HDI’s SupportWorld.  She holds ITIL and HDI certifications.

Brian Newcomb – IT Performance Improvement

Brian Newcomb is the Director of Technology, Process, and Data Solutions within the Office of Human Resources at The Ohio State University. His team is responsible for aligning HR information systems and related technology with business processes while delivering the data required to drive business decisions. Brian has worked in technical, leadership, and consultancy positions over the last 20 years and has led numerous IT Service Management initiatives and organizational transformation efforts.

Today, Brian uses this experience along with industry certifications in ITIL, CobIT, and LeanIT to promote process improvement, maximize value, and foster a customer-centric culture.

Bob Rice – Cyber Security and Risk

With over 30 years of applying IT Service Management principles, Bob has experienced many different and diverse requirements and applications of those principles.  His experience includes ITSM practitioner roles, tool implementation, process design, cyber resilience, account management, project management, management of ITSM and tool consulting delivery organizations, and organizational change management.

Recognized internationally as a speaker, courseware author, mentor, tutor, and an accredited trainer, Bob has knowledge and expertise with many practitioners and consultants.

Bob supports the professional IT community locally and nationally as a board member for the Atlanta IT Service Management Forum Local Interest Group, and supports his community as the Vice-President for a regional non-profit organization that provides funding for college scholarships through the Bartow Foundation.

Bob has shared his knowledge far and wide and has presented multiple times on ITSM matters through the BrightTALK website.

Judy M. Sanker – Starting your IT Transformation

Judy continues her learning path and shares her knowledge, experience, and expertise as an independent trainer and consultant. Judy is an ITIL® Expert, certified by AXELOS, an ITSM instructor and formerly a Distinguished Professional in Service Management in prISM. Judy is also certified as an instructor in Certified Process Design Engineer, DevOps Foundation, Certified Agile Service Manager, PRINCE2 Foundation and Practitioner and PMI’s Project Management Professional® (PMP).

By combining her expertise as an IT Service Management and Project Management professional, Judy provides experienced training and consultancy by understanding and presenting the overlaps and implementations of various frameworks (such as DevOps and Agile) to deliver better business results for IT programs.

Judy gives back to the industry as an active member of the Ohio Valley LIG, as a FUSION conference presenter and track chair, and past president of the itSMF USA. She enjoys serving as a FUSION track chair, as it allows her to step into a mentoring role to fellow FUSION team members to produce and deliver a powerful education program.

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