Speaker: Kara Bilotta

A common thread that ties together each of Kara’s positions in information technology is her uncompromising commitment to providing the best technology experience possible for faculty, students and staff at the institutions where she has worked.

Kara joined Tufts University in July 2006 as an IT services coordinator, a function centered on the daily operations of University Information Technology’s (UIT) support center.  That position evolved to become an IT client services specialist, a customer focused role that concentrated on problem solving and improving direct communication and interaction between UIT and the community.  The next step in Kara’s career at Tufts involved a focus on client relationships.  Kara’s team was responsible for increasing communication and collaboration between IT groups at Tufts in order to improve the quality of IT services within the Tufts community.  This spring brings yet another new beginning for Kara; she will be leading the Service Measurement & Analysis team reporting directly to the Director of Client Support Services.  This team has been tasked with researching, developing, and providing accurate and effective metrics aligned with service level expectations and performance objectives.  Focused on reporting of performance results and measurements in comparison to established key performance indicators (KPIs) in order to identify trends and opportunities, to sustain and improve the effectiveness of Client Support Services

Previous to her roles at Tufts, Kara held the position of Regis College ITS helpdesk coordinator, maintaining the institution's helpdesk services and training student employees as well as faculty and staff.

Kara received her bachelor of arts in English with a concentration in Secondary Education from Regis College in 2003 and her master of science in Organizational and Professional Communication from Regis in 2006.


Speaker: William Cunningham

William Cunningham, PMP is a Certified ITIL Practitioner and Senior ITSM Consultant for Compliance Process Partners. He works with clients in a wide variety of industries to improve their IT Management and Operations. Mr. Cunningham formerly managed the ITS User Services department at Yale University. Bill was also the Program Manager and Lead Process Architect for Yale's IT Service Management initiative using the ITIL framework. He is a member of the Southern New England Chapter of the Project Management Institute and served as the Program Chair of the itSMF Higher Education SIG and is a frequent presenter on Process and Project management and the ITIL framework.
 

Speaker: Reg Lo

Reg Lo is a certified ITIL Expert and Vice President of Professional Services for Third Sky. Reg has helped hundreds of organizations adopt IT Service Management best practices including dozens of Higher Ed institutions. He has spoken at itSMF Fusion for the last five years. He was reviewer for the ITIL 2011 Edition and was also a reviewer for TIPA ­ an open framework for assessing ITIL and ISO/IEC 20000 maturity.


Speaker: Jay Martin

A blogger and podcaster, Jay Martin is the Co-Founder of Compliance Process Partners (CPP), an IT Service Management firm helping Higher Education and Corporations become more effective, efficient and compliant by adopting good practices and automation. His career in Information Technology spans more than 20 years and includes building cloud-based Managed Services and Datacenter Hosting offering from the ground up. He also managed HP's worldwide support services for the OpenView NetMetrix product line.

Speaker: Deborah Moschella Saks

Deborah Saks is the Director of ITS- User Services at Framingham State University. She is responsible for the provisioning and continuous improvement of technical support services offered to students, faculty and staff at Framingham State University. This includes, but is not limited to, management of the day to day operations for the help desk, technology service centers, technical support staff, media services, copy center, computer labs and technology enhanced classrooms. Deborah recommends and often oversees the implementation of responsive service strategies based on strong understanding of the unmet needs of the community.

.