Program Chair
Jill Zimmerman
Director of Training and Development, Zenetex, LLC.
Jill Zimmerman is the director of training and development at Zenetex LLC. With more than ten years of industry experience, Jill specializes in providing ITSM solutions and training services to the federal government. She also delivers ITSM training classes to the agencies that she supports.
Program Advisors
Larry Killingsworth
Training Manager, Virtual Service Management Corporation
Larry Killingsworth is an IT professional with over thirty-nine years of experience in many areas of engineering and IT. The past ten years have been dedicated to understanding and executing IT service management techniques and frameworks for internal organizations. He has been a member of itSMF USA since 2002, and a continuing member of the itSMF USA Conference Committee since 2005.
Cinda Daly
Director of Business Content, HDI
Cinda Daly brings more than twenty-five years of sales, marketing, customer support, and training expertise to her current role as the executive director of business content at HDI, where she is responsible for the strategic direction of its research, white papers, SupportWorld magazine, webinar events, focus books, and eNewsletters.
Track Chairs
Pre-conference Training Workshops
Jay Stuart
GE Home & Business Solutions, Appliances & Lighting
Jay Stuart is a member of the global IT service management team at GE, responsible for service management process strategy and architecture, and is the president of The priSM Institute. Stuart has been a member of the ITSM community for nearly fifteen years, founded an itSMF USA LIG, and served for five years on the itSMF USA Board of Directors.
Service Catalog and Portfolio Management
Rae Ann Bruno
President, Business Solutions Training
Rae Ann Bruno is the president of Business Solutions Training, which focuses on training and consulting in various areas of ITIL, internal marketing, metrics, and ITIL process improvement. Rae Ann is a faculty member for HDI, an HDI International Certification Standards Committee member, a seasoned industry speaker, and an author.
Executive View
David Lowe
Senior Director, Avery Dennison Corporation
David Lowe is a senior director in IT for Avery Dennison Corporation, where he is responsible for implementing and supporting IT service management practices in Avery Dennison’s global IT organization. He has over twenty years of comprehensive IT background and expertise in the areas of enterprise architecture design, systems implementation/administration, and technical project management.
The Beginner’s View
Katherine Lord
ITSM Consultant/Certified Instructor, Lord Consulting
Katherine holds numerous industry certifications, including ITIL v3 Expert and Six Sigma Yellow Belt. She is also a seasoned ITSM consultant and practitioner, with significant consulting experience in the ITSM/ITIL education and implementation space.
The People Factor
Tony Di Perna
Supervisor of Configuration Management, Carnival Cruise Lines
With over twenty years of experience in configuration management, Tony Di Perna has had opportunities to both apply and improve existing configuration management standards. Currently, he is the supervisor of I/S configuration management at Carnival Cruise Lines. Tony is also proud to serve as the vice president of membership for the HDI South Florida local chapter.
Virtualization and ITSM
Eddie Vidal
Manager, Enterprise Services Support, University of Miami
Eddie Vidal has over twenty years of experience in information technology, focusing on service delivery and support for IT infrastructures. He is the manager of enterprise support services at the University of Miami, supporting over 30,000 users. He currently serves as president of the HDI South Florida chapter and on the HDI Desktop Support and Member Advisory Boards.
IT Governance and Security
Adriaan van de Rijken
Senior Consultant, Plexent
Adriaan van de Rijken is a distinguished professional in service management and innovative service manager with international experience in service management. His ability to turn challenges into opportunities in small, large, local, and multinational organizations makes him an invaluable consultant on any service management engagement.
Service Operations
Tony Bigonia
Program Manager, Aquent
Tony Bigonia has been involved in the customer service industry for over thirty years, having spent the past ten focusing on learning and applying the ITIL framework to service improvement. In addition, Tony is a seasoned public speaker, having presented at a number of national conferences and HDI local chapter meetings.
The Business of IT Services
David Traynor
Manager of Business Excellence, Southern Company
David Traynor is the manager of business excellence at Southern Company and has over twenty-six years of IT experience. His responsibilities include ITSM process improvement implementations, strategic planning, benchmarking, metrics and reporting, and portfolio management. David is certified in ITIL Foundations and is pursuing his ITIL Expert certification. He is also an active member of itSMF USA and the Atlanta LIG.
The Government View
Daryl Covey
Founding Manager, NEXRAD Hotline
Daryl Covey is the founding manager of the NEXRAD Hotline. Daryl facilitates the Cgov community of practice, edits the monthly Cgov eNews, and serves periodically as an invited advisor to government agencies on customer contact services. He has participated variously as chair, advisory board member, or speaker for a wide variety of annual events, including the HDI Annual Conference & Expo.