| Biographies | First Graduating Class of COPS
Sunil G. Acharya
Sunil Archarya is currently Manager, Forecast and Planning KTBR at Intel Information Technology. He has 14 years of overall experience in the IT industry in various roles. This includes experience with outsourcing as an entrepreneur. Much of his outsourcing experience has been in the realm of defining and executing outsourcing strategies.
He holds a Masters Degree in Computing & Information Technology (Australia) and an Engineering Degree in Computer Science. He is a PMI Certified PMP.
Mohammed A. Abdullatif
Mohammed has more than 25 years of academic & industrial experience in many different areas. A few of these areas include Information Technology, Data Networking, Computer Systems & Applications Support. He started his career as a lecturer of Information Systems at King Fahad University of Petroleum & Minerals (KFUPM) and then joined Saudi Aramco, the largest oil company in the world, in Dhahran, Saudi Arabia. He worked in different departments as well as headed and managed a number of key IT projects which include, the implementation of the company’s’ high speed networks and the upgrading of corporate operating systems and electronic mail. He is currently a member of IT’s strategic planning staff whose responsibilities include the development of IT’s business & master plan, outsourcing strategies and key performance indicators.
Roger R. Byrnes
Mr. Byrnes is a senior level consultant and advisor in the global outsourcing industry. He has held senior level consulting positions with Arthur Andersen and senior level delivery and outsourcing practice management positions with Computer Horizons Corp. (CHC). He is currently a senior consultant with River East Consulting Group LLC. He has experience as both a provider and buyer of outsourcing services.
As a Service Provider and Outsourcing Practice Manager, he established and managed onshore, nearshore (Montreal, Canada) and offshore (Chennai, India) service delivery centers. These centers provided Application Management, Application Development and Quality Assurance Testing services to a wide range of customers including a number of Fortune 100 companies. As the manager of these centers, Mr. Byrnes continually strived to improve his company’s three-tier global delivery model and leverage best practices such as CMMI and ITIL. As an Outsourcing Practitioner and Consultant, he has provided many services to companies including establishing corrective action, process improvement and governance programs, transition planning and management, engagement/relationship management, contract negotiation and program/project management. Mr. Byrnes has a MBA, CPA and COP certificate.
Dale Christopherson
Dale Christopherson currently holds the position of Director, Global Sourcing for Lawson Software which is a position that he has held since September 2006. His primary role is the outsourcing of various corporate functions, within Lawson to its captive center located in Manila, Philippines. The captive center, Lawson PSSC, provides BPO and ITO services and Dale was very instrumental in setup and initial operations of the center when it started operations in January 2006. He works with various business units in Lawson to provide governance assistance to various outsourcing projects with partners located in India.
Prior to this role in Lawson, Dale was a Director of Development for various products within Lawson Software's Product Development organization since 1997 which provide several opportunities since 2002 for outsourcing. His professional career in software development spans 20 years.
Dale holds a Bachelor of Science degree from Strayer University, Washington, DC.
Jagdish R. Dalal
Jag formed JDalal Associates, LLC in April 2002. JDalal Associates, LLC specializes in consulting in the field of Information Technology and Business Process outsourcing – with a special emphasis on offshore advantages for outsourcing. His deep experience as a business executive who contracted for these services as well as his leadership experience in establishing outsourcing practice for some of the world’s largest professional services companies; allow him to bring a unique perspective to consulting. His clients include Fortune 500 Financial Services companies, a multi-billion dollar IT services provider, a multi-billion dollar information services company, large utility, several small financial transaction service providers just entering the BPO marketplace and a software company specializing in tools for outsourcing. He has also been invited by the Chinese, Brasilian and South African governments to hold conferences in promoting the offshoring concepts for the local service provider companies.
Prior to forming JDalal Associates, LLC, Jag was the Vice President/ e-Business and CIO for Carrier Corporation (a $9B division of United Technologies Corp.) with responsibilities for worldwide IS and e-business functions. In this position, he managed a $200M budget with 50% of it spent on outsourcing to service providers globally.
Previously, Jag was a Partner in PricewaterhouseCoopers responsible for Business Process Outsourcing (BPO) in the Technology and Communication industry group. At PwC, he was responsible for the largest BPO deal recorded to date- Nortel Networks outsourced its Human Resources and Procurement functions to PwC under a $630M (5 year) agreement. Jag also led the “thought leadership” and marketing efforts at PwC in building the BPO brand. BPO practitioners and consultants quote his articles and thoughts extensively.
Jag has held senior MIS leadership positions at Xerox, Unisys, Data General, Brookhaven National Laboratory and Teledyne. In 1994, as Vice President of Information Management at Xerox, Jag created the strategy and led the team responsible for a $3.2B global outsourcing contract for EDS. The strategy and development of this major contract was documented and is now part of a Harvard Business School case study.
He is a noted speaker and writes extensively on outsourcing, offshore outsourcing, shared services and information technology management. Jag’s series of lectures on BPO have been recognized as “pushing the envelope” in strategic thinking about outsourcing, while providing a practical framework for businesses- users and providers alike.
Jag has received numerous awards and recognition for his contributions in the field of Information technology management and outsourcing. He was a finalist for the World Outsourcing Achievement Award and was honored at the World Outsourcing Conference in 2001. Jag has also been recognized as one of the “2003 sourcing pros to know” by the leading sourcing magazine – iSource. Most recently, Jag was asked to lead a team of judges to select Global Outsourcing 100 companies for publication in the Fortune Magazine (April 7, 2006).
Darren M. Dasburg
Darren M. Dasburg, P.E., MBA, Partner, Cinteger LLC provides executive management consulting services drawing upon over twenty years of experience and research in the areas of facilities operations, project engineering, service-provider outsourcing, real estate and business management. Darren’s rich experience in the regulation-intensive pharmaceutical and utility energy industries prepares him well for the disciplined approach to consulting he offers his clients.
As Vice President of Real Estate with Progress Energy, Darren led the overhaul of Progress Energy’s strategy for corporate space management and real estate holdings. Orchestrating the first ever “clean sheet analyses” on operational facilities, his team created the Real Estate Master Plan (REMP) poised to deliver an eight figure savings with a detailed plan to divest $150 million in assets timed to meet the cash flow objectives defined by the CFO.
As Vice President of Corporate Engineering with GlaxoSmithKline, Darren led a 1,000 person staff comprised of both GSK employees and outsourced service-providers in the design and delivery of all engineering project management, construction and renovation activities; space planning and move coordination; facility operations; laboratory and material services; food service; housekeeping; landscaping; and reprographics.
Drawing upon extensive experience in project management, operations and team facilitation, developed in his wide-ranging leadership positions at Progress Energy and GlaxoSmithKline, and active community volunteer roles, Darren sets and achieves high quality goals in all of his products, services and relationships with clients and vendors. Darren develops products, services, and people to best meet the growing needs of his clients. Darren especially values and applies analysis and research to fulfill clients’ needs.
Darren earned his MBA at Duke University’s Fuqua School of Business and completed his bachelor of science degree in mechanical engineering at Colorado State University. Darren is a Licensed Professional Engineer and a Licensed Real Estate Broker in North Carolina.
Chris Disher
Chris is a recognized thought leader in the outsourcing industry having served multinational companies such as Mobil, Barclays, Johnson & Johnson, U.S. Internal Revenue Service, NASSCOM, and the
Duke University Offshoring Research Network. Chris is a founding member of the International Association of Outsourcing Professionals and serves as Chair of the IAOP’s Research Committee. He also serves on the Outsourcing Standards Board which is chartered to set standards for conduct and methods for the outsourcing industry. Chris is a frequent keynote speaker at outsourcing conferences such as the World Outsourcing Summit, the Conference Board, and the Sourcing Interests Group. Chris has published over a dozen articles on leading edge outsourcing strategies and is frequently cited in major periodicals such as Business Week, Fortune, CXO, The Times of India, and the Wall Street Journal’s Asia and European additions.
During his twenty-five year career in management consulting, Chris held leadership positions at Arthur Andersen, Nolan, Norton, and Booz Allen Hamilton. He specialized in organization and technology strategy. He led global client engagements that involve customer service improvement, cost reduction, business operations, shared services, and outsourcing. At Booz Allen, Chris was Vice President and Managing Partner of the Chicago Office and is the founder of Booz Allen’s Outsourcing Advisory
Service.
Mr. Disher completed a Double Masters in Accounting and Business Administration from Southern
Illinois University. He holds a B.S. in Ecology, Ethology, and Evolution from the University of Illinois. Mr. Disher is a Certified Management Accountant (C.M.A.) and a Certified Outsourcing Professional (C.O.P.).
Chris serves as Chief Financial Officer of Flex Fuel US, the leading automotive aftermarket
manufacturer specializing in ethanol conversion systems.
Chris also serves on the Advisory Board of Quickstart Global, Quickstart Global provides captive operations management for companies offshoring high end innovation and knowledge management processes in India, Eastern Europe and Central America.
Rajesh Dhuddu
Rajesh leads New Product Development for AuxiCogent BPO Solutions, established by Raman Roy & team, which pioneered BPO industry in India. He has worked in the Global BPO, Telecom & Infrastructure industries for 11+ years performing in several domains such as Product Development, Client Relationship Management, Business Development, Pre-sales, Mergers & Acquisitions. He is credited with setting up large BPO operations in captive as well as 3rd party environments for Tata Group in India and USA.
Rajesh brings in rich experience of establishing and fulfilling clients’ global sourcing requirements in Travel, Entertainment, Telecom & Healthcare verticals for Fortune 500 and Global companies. He is a certified Project Management Professional (PMP) from PMI USA, Malcolm Baldridge based Business Excellence Assessor and trained in Six Sigma Black Belt.
His interests include blogging, traveling and working with global teams in cross cultural environments.
Danny Ertel
Danny Ertel is a founding partner of Vantage Partners and a leading authority on negotiation and relationship management. He leads Vantage’s Outsourcing practice and focuses on helping buyers and providers improve the way they manage complex outsourcing arrangements. In addition, Danny is also Chairman of Janeeva, Inc., a software company focused on creating tools for Outsourcing Relationship Management, and he chairs the Governance Chapter of the International Association of Outsourcing Professionals.
Danny has written four books, two of them winners of the CPR Legal Program book award, including his latest, The Point of the Deal: How to Negotiate When Yes is Not Enough (with Mark Gordon) (HBSP 2007). Prior to co-founding Vantage, Danny was a partner at Conflict Management, Inc., a senior researcher at the Harvard Negotiation Project, an attorney with Debevoise & Plimpton, and a clerk to the Hon. Justice Harry A. Blackmun of the US Supreme Court. Danny is a magna cum laude graduate of Harvard Law School, where he was Managing Editor of the Harvard Law Review.
Jon Ferris
Jon started MyGlobalStaff.Com with a firm belief in the outsourcing model. With extensive work experience on projects throughout the US, Europe, Asia, Africa and Australia, his favorite part of the
job is connecting young talent from around the world with interesting client projects. Jon earned his Bachelor’s in Business Administration (Human Resources) from the University of Colorado at Boulder, and his Masters in International Development from Tulane University in New Orleans. Jon divides his time between offices in Asia and Washington, DC, where he lives with his wife, Tina. Please contact Jon at Jon.Ferris@MyGlobalStaff.Com or 202 652-2175.
Paul Fisher
Paul Fisher is currently Director, North Sales for Diebold’s Global Integrated Services organization. He is responsible for the sales and management of ATM outsourcing opportunities as a subject matter expert in comprehensive integrated solutions that encompass hardware, software, maintenance services, managed services and professional services solutions.
In 1996, he joined Diebold as a Services Marketing Specialist, and since, has held various technical, business development, and management positions, more recently including the responsibility of business operations for Diebold’s North America Managed Services organization; which includes transaction processing, monitoring, currency management, content delivery, network management, site management and Internet reporting services.
Paul has been a change leader within Diebold, and has more than eighteen years of significant experience in managed and professional services, outsourcing solutions, business development, support, and marketing of managed/outsourced and professional services in the U.S. and international markets.
He has attained undergraduate degrees in both Electrical Engineering and Industrial Technology and has an Executive Master’s of Business Administration from Kent State University.
Rosario Fondacaro
Rosario is a Partner of Quint Wellington Redwood and he works as a Senior Consultant in Italy. He’s active on Business Development, Training and Consulting Services in the IT Governance, IT Service Management , IT Sourcing and ISO/IEC20000 context .
Rosario is a certified ITIL v3 Expert and Certified Outsourcing Professional (COP). He is also a developer of the ITIL v3 Foundation Training Material for Quint and is involved in book reviewing with itSMF International (Van haren publications). As Team Leader he collaborates with SINCERT Italy in the development of guidelines related to the interpretation of ISO/IEC 20000 for Auditors. Rosario is also cooperating with EXIN in the development of examinations content for the new ISO20000 trainings for auditors and consultant, released from EXIN and TUV SUD.
Rosario has strong experiences in assisting organizations on implementation of ITIL best practices, IT Sourcing Governance and ISO/IEC 20000 certification programs. He is habitual to act as a trusted advisor in order to improve the organization’s maturity level on IT Governance, IT Service Management and IT Outsourcing context.
Rosario has 15 years of experience in the IT Industry. Before joining Quint, he was an IT Service Management Consultant and trainer at Hewlett Packard C&I since 2004 and Service Manager at HP Outsourcing since 2001. Before HP Rosario worked at Sun Microsystems since 1996 as a Presale Systems Engineer and Unix trainer.
Jyotsana Garg
Jodi is an independent consultant helping organizations develop and implement a global operations strategy. For her current engagement, she is responsible for program management of her client’s business unit offshore to its strategic partner in India.
Prior to this, she served in a variety of strategy, operations and marketing functions at CNA Insurance.
As Director of Operations, she was responsible for transitioning the Institutional Market’s business unit from a growth organization into a closed book of business. She also conducted an extensive onshore and offshore outsourcing evaluation for the runoff organization for cost effectiveness. Just before leaving CNA, she developed a business case for Institutional Markets’ offshore outsourcing initiative that was approved by executive management in 2007.
Previously, Jodi worked as a management consultant at PricewaterhouseCoopers and as an explosives engineer for the Department of Navy. She has worked in the financial services, consumer and process goods, and energy verticals helping organizations with business planning, organization design and improvement, and outsourcing and offshoring.
Jodi has a BS in Chemical Engineering from the University of Virginia and a Masters in Business Administration from Carnegie Mellon University with concentrations in finance, operations, and strategy. She is a Project Management Professional (PMP) and a Certified Outsourcing Professional (COP).
Janis L. Hall
Janis L. Hall, MBA is a Senior Director for Johnson & Johnson Pharmaceutical R&D L.L.C. (J&JPRD) in the Global Pharmaceutical R&D Sourcing Group.
Janis has 20 years of experience in the health care industry on both sides of the outsourcing equation. Her roles in sourcing pharmaceutical R&D services included finding strategic partners for critical outsourcing initiatives and developing outsourcing strategies for drug development programs. On the provider side, she held business development roles in selling and contracting pharmaceutical development services with major pharmaceutical companies. These activities included development of partner governance strategy and master service agreement negotiation and management.
She has worked for medical device, biotechnology, contract research and pharmaceutical organizations. She has held positions as Strategic Alliance Director, Head of Clinical Sourcing Contract Management, Strategic Account Management and Client Opportunity Management. More recently, she also leads a team of J&JPRD professionals to support licensing and acquisition due diligence and integration activities related to sourcing, procurement and contract management.
Janis has a Bachelors Degree in Chemistry and an MBA with a focus on international business.
Teresa Harris
Teresa Harris currently holds the position of Global Sourcing IT Manager at Kodak which is a position she has held since 2006. She manages compliance to the Master Services Agreements, as well as financial management and overall governance of IT supplier contracts. Teresa has over 20 years of IT experience across several diverse areas of discipline. These include Global Resource Management, SOX Compliance Management, and a variety of support roles for Kodak's Global deployment of SAP.
Teresa has a Bachelors Degree in Mathematics/Management
Wayne S. Heiler
Wayne Heiler is the head of Strategic Sourcing for Pfizer’s Research and Development IT organization. In this position, he led the development, standardization and implementation of a Strategic Sourcing Strategy that saved over $1.2M in the first 6 months. This strategy is expected to yield $8M in savings in 2008 and expected to yield over $15M in annual savings 2009 and beyond.
Wayne is an aggressive, results-oriented senior Information Technology manager and strategist. He has a strong IT background of over 15 years, covering a wide range of industries, applications and technologies. He has over 10 years experience working in Information Technology at the senior management level and over 22 years of experience in personnel, team, and customer relationship management. Wayne has had a wide variety of professional experiences including being a decorated veteran of over 10 year of military service, where he served as Naval Aviator and Naval Intelligence Officer. He has held a Project Management Professional (PMP®) certification since 2001 and has over 500 hours of academic training in Project, Program and Portfolio Management. Since joining Pfizer in March of 1999, Wayne has held a number of positions of increasing responsibility in IT Project Management, IT Program Management and IT Portfolio Management. In his current position, as Head of Strategic Sourcing for Pfizer’s Research and Development Information Technology Group, Wayne led the transition of the organization from traditional sourcing models to a model that heavily leverages outsourcing to achieve maximum value, while producing substantial annual organizational savings. Wayne holds a Masters in Strategic Intelligence from the National Joint Military Intelligence College and Bachelors Degree in Aviation Engineering Suma Cum Laude from the Ohio State University
H. Curtis Herge Jr.
Curt’s career has focused on leading the planning, design, implementation and use of complex information systems to enable and support the strategic evolution of business organizations, products, markets and management processes. He is a “Certified Outsourcing Professional” having passed the requirements established by the IAOP. He is also certified by APICS in Production and Inventory Management (CPIM).
His clients have spanned a range of industries from the U.S. Department of Defense, Wall Street financial services firms, HMOs, public utilities, and manufacturers of paper, copiers, printing presses, cosmetics, defense electronics, jewelry and food. He has considerable experience in the management of large information management organizations.
Curt is currently a Principal with JDalal Associates, LLC, where he offers his experience as both a former Outsourcing Customer and Provider as a consultant and research analyst to: - clients either considering Outsourcing as a business strategy or utilizing Outsourcing in their day-to-day business operations - clients facing either negotiation or renewal of an Outsourcing contract, whether Customer or Provider - Providers seeking to differentiate their offerings and improve their Customer's appreciation of their service
Prior to joining JDalal Associates, Curt was most recently a Client Industry Executive with Electronic Data Systems (EDS). Within EDS, among many roles Curt was a Principal in the Strategic Information Technology Practice of A. T. Kearney specializing in information technology (IT) strategy and planning, and alignment of IT strategy with that of the business. Located in Rochester, New York, for many years Curt was the Client Relationship Manager for A. T. Kearney at The Document Company, Xerox. He has also led EDS’ Xerox Office of Contract Management supporting Xerox operations in 22 countries. His duties included the migration of 100+ headcount of both application maintenance and enhancement and call centre positions from Western New York to Mumbai and Chennai India.
In the 1990s he lead both a massive BPR / Application Re-engineering / Retirement project and Y2K application remediation efforts at Xerox. Teams he led worked simultaneously in the Netherlands, India, Sweden, Germany, the UK, Italy, Spain, Portugal, Austria, France, Canada, Brazil, Mexico and the USA. Peak simultaneous headcount on these efforts reached 600.
In the 1980s, at Accenture, he frequently taught Application Development Methodology, METHOD/1, at the firm’s global Headquarters in Geneva Switzerland. He also led client projects in Mexico (ITT), Puerto Rico (Pfizer), the UK (Taylor) and Canada (Ingersoll Rand). At Accenture, he was the Partner in charge of the U.S. Navy’s NALCOMIS application development project. In the 1980s, NALCOMIS was the world’s first client server architected application. The application is used for execution of the Naval Aviation Maintenance Program by providing aviation maintenance and material managers in 102 sites around the world with timely, accurate and complete maintenance and material information. At its peak, the development project team was made up of 150 full time individuals.
In the 1970s, at General Electric, he was an engineer on power generation, airport construction and gas pipeline projects of GE’s International Projects Department working in Brazil, Algeria, Saudi Arabia, and the Caribbean.
Formal Education:
Rutgers College, Rutgers University, New Brunswick, New Jersey, United States of America Major: Liberal Arts Degree: Bachelor of Arts The College Of Engineering, Rutgers University, New Brunswick, New Jersey, United States of America Major: Mechanical Engineering - Aerospace Option Degree: Bachelor of Science Continuing Education: · Graduate of General Electric’s Manufacturing Management Program (MMP) · Graduate of the London Business School’s Centre for Management Development Strategy Value Creation Programme
Personal Data
Mr. Herge and his wife, Madge, have four children. He is the Founder & President of Jamaican Advantage thru Sports for Youth, a non-profit organization focusing on enhancing the well-being of impoverished inner-city youth in Kingston Jamaica; www.JASY.info. He is a member of the Board of Directors of Rochester’s Wilson Commencement Park; http://www.wilsoncommencementpark.org/ and has served as an Elder and member of Session at First Presbyterian Church of Pittsford http://www.pittsfordpres.org/index.htm .
Joe Hogan
Joe has just recently joined Unisys as Vice Presidentof Strategic Programs for Outsourcing. He will be focused on helping to lead Unisys and its clients into the next generation of value driven relationships.
Previously, Joe Hogan was a Vice President at HP and led the WW Marketing, Strategy, and Alliances (MSA) unit of Managed Services. He also had direct line of business responsibility for the Business Continuity practice and several business process outsourcing functions such as software acquisition and publishing. HPS Managed Services MSA is responsible for assessing market demand and customer requirements, developing the strategies, initiatives and alliances that provide best in class service solutions for outsourcing clients on a global basis.
Nasser Jamalkhan
Nasser Jamalkhan is the head of the Project Research Development division and leads the Outsourcing Business Unit at Genetic Consulting, a member of Babic Group in Mauritius. He earned an excellent note for his MBA with specialization in the field of Information System and E-Commerce from the University of Natal, South Africa. He was one of the pioneer IT professionals in his country and has contributed to the advancement of the ICT field in Africa under the UNDP-AABF program. For the past 15 years, Mr. Jamalkhan has accumulated a bank of advance business research particularly in the field of Information Technology. He is the author of a report on “The impact of Cybercrimes on the Business Community”.
During his career, Nasser has been working as System Designer, Embedded System Developer, R&D for computer parts and Turn-Key projects. He is now involved in project management and advisor to the Business Process Outsourcing industry. He is also an academic Program and Research Officer in the field of Business and IT. He is currently setting up a Knowledge Hub Centre in collaboration with a reputable British University. He spends his free time on a doctoral research for “Adapting New Technologies to Help Children with Learning Difficulties”. He is also a Charter Member of the American Chamber of Commerce in Mauritius and speaks both French and English fluently.
Sami Kannan
Sami Kannan is a Delivery Manager, currently handles large supply chain program. He has led the customized outsourcing solutions for product development and projects delivery. Sami has executed outsourcing projects for major clients from US, U.K, Australia and Europe. He has applied business processes, Six sigma methodology and ITIL processes in outsourcing engagements which has improved efficiencies and reduced costs significantly.
Sami received his Master of Technology (M.Tech) from Indian Institute of Technology, Bombay, India. He is PMP certified and is an ASQ Six Sigma Black Belt certified. He has contributed extensively for Program Management standard development for PMI (Project management Institute). Sami has also completed Leadership training from Harvard University. He has conducted various trainings and spoken on Process management and Project management.
Cynthia J. Kearney
Cindy Kearney is responsible for leadership of the new GPS organization, charged with providing quality services to the five R&D operating companies while leveraging their joint resources, harmonizing policies and practices, and enhancing supplier relationship management. Cindy joined J&JPRD in October 2004 as Senior Director, Global R&D Sourcing, Contracting & Procurement and led the design phase of the new GPS organization.
Cindy has a strong background and reputation of achieving business results through innovation, collaboration and a focus on people development. From 2001 through October 2004, Cindy was Director of Alliance Strategy for Strategic Sourcing, a division of J&J Corporate. Cindy founded and led the SourceLink initiative, a global effort that leverages sourcing and procurement opportunities across all R&D operating companies throughout J&J. The SourceLink approach has resulted in millions of dollars in cost savings.
Prior to this position, Cindy was Senior Director Global Strategic Outsourcing, Data Management and CRF Design for Janssen Research foundation. She began her career in 1998 at Robert Wood Johnson Pharmaceutical Research Institute as Director and Clinical Trial Team Leader for the CNS franchise.
Before joining Johnson and Johnson, Cindy worked for Smith Kline Beecham for five years where she held the position of Associate Director Data Management Americas. Prior to Smith Kline Beecham, Cindy held consistently increasing responsibilities over a span of 15 years in the area of business operations for Metpath Clinical Laboratories, now know as Quest Diagnostics.
Cindy holds a BA in Psychology from Bloomfield College, New Jersey.
Cheryl Keck
“The heart and soul of our organization is our people. Despite our advances in technology, superior business processes, and world-class quality, people are still the prime factor in our success and our clients’ high level of satisfaction. DATROSE has highly diverse, talented people who are passionate about serving our clients and building relationships.”
Prior to joining DATROSE in 1998, Cheryl Keck was an Operations Executive for an international sporting goods company based in Orlando, FL. Cheryl holds an MBA in Management and International Business from Rochester Institute of Technology. Her undergraduate work was also done at RIT where she earned a Bachelor of Science degree in Human Resource Management. She has received certification for attending Lean Six Sigma™ Champions Training, and serves as a sponsor for Green Belt projects. Cheryl serves on the Board of Directors for DATROSE.
A native of Rochester, New York and a Certified Outsourcing Professional, Cheryl has earned accreditation by the HR Certification Institute as a Senior Professional in Human Resource (SPHR) for her extensive knowledge and contribution to the field. She is an active member of the International Association of Outsourcing Professionals (IAOP), Human Resources Outsourcing Association (HROA), and Society of Human Resource Management (SHRM).
Cheryl has held several board positions in the community, including:
· Treasurer for the Genesee Valley Chapter Society for Human Resource Management · Business Advisory role for Unity Health’s Action Towards Employment program · Business Advisory role for Preferred Care, an HMO · Member of the Steering Committee for the Rochester Business Education Alliance.
Cheryl is active with many other community organizations that help bring employment opportunities to the disadvantaged & disabled.
Vishal Khanna
As the Engagement Manager at Syntel Deutschland GmbH, Vishal is currently responsible for the automotive and manufacturing customers. In this current role he is in charge of identifying and qualifying long-term and short-term business outsourcing opportunities within named accounts. Vishal works closely with the business development team to enhance relationships as well as to lead and structure outsourcing initiatives. He is also accountable for coordinating the complex decision making process for sourcing and bringing deals to closure within the defined standards of outsourcing.Coming primarily from a service delivery background Vishal has been part of various strategic souring initiatives and has specialized in the setup and management of captive offshore delivery centers and large teams.
In his previous role he was heading the offshore delivery center fora German based service provider. Vishal has spent most of his career in Europe and in leading and managing large sourcing initiatives. He is well tuned to the demands which European customers press on outsourcing providers. With a strong regional alignment he has overseen various initiatives under his wing on IT-Outsourcing.Vishal isa strong believer in teamwork, effective and open communication and has used technology effectively as an aid to deliver sound solutions to customers.He hasmanaged and been part of cross-cultural sourcing teams across the world, as well as managed and guided teams across international boundaries.
In his free time, he loves to drive and listen to a rather vivid array of music from classic to progressive rock. Vishal holds a Bachelor in Computer Science from the University of Puneand specialized in telecommunications and automotive domains over the last few years.
Ian M. Marlow
As President, Ian’s responsibilities include the oversight of a global operation spanning 32 countries and 49 states. He has direct oversight of GFS and its day-to-day operations, which administers 60 million square feet of prime commercial and retail space around the world.
He centralized Gale’s operations throughout the world into a state-of-the-art 46,000 square-foot worldwide headquarters; opened new offices in New York, New Jersey, Massachusetts, London and Seoul; built a new datacenter incorporating the latest technologies, including an internet based network accessible from anywhere in the world; and began the implementation of the technologies that will lead the company to a paperless environment. At the same time, he reduced the company’s operating expenses significantly.
Ian’s operational experience spans multiple industries and disciplines. With formal training as a Chemical Engineer, Ian began his career with the Department of Defense and Department of Energy as a Nuclear Engineer. In 1997, he entered the private sector, ultimately working as the Chief Engineering and Marketing Officer of one of the nation’s largest publicly traded insurance groups. In April 2002, Ian came to Global Facility Services, and is now responsible for Gale’s global operations.
Education
Rensselaer Polytechnic Institute, Bachelor of Science (Chemical Engineering)
Interests
- Ian is an active board member of Big Brother & Big Sisters - Ian is an active member of the Friar’s Club in New York City - Ian is a Board Member of Workstage
JoAnn Martin
Joann Martin leads the BPO team at Pitney Bowes. She has led the customized outsourcing solutions for Pitney Bowes and has recently moved to helping direct Pitney Bowes in its strategic vision of outsourcing. By understanding business objectives and creating unique opportunities, she has improved efficiencies and reduced total costs.
Joann received her BS in Computer Science Engineering from the University of Connecticut and her MBA from Capella University. Joann is PMP certified and is a Six Sigma Champion. She is the Electronic Discussion Group Leader for Women in Project Management, and has recently spoken at XPLOR on Increasing Customer Loyalty and Tawpi on dMail™ (digital mail) solutions.
Nancy Maze
Nancy Maze currently holds the position of Vice President, Client and Strategic Relationships for MedPlans Partners, a leading provider of strategic healthcare claims support services.
Nancy brings over 20 years experience in the Healthcare industry, from both the provider and payer disciplines. She has held a variety of management positions including Vice President, Sales and Marketing for MedPlans Partners, Vice President of TPA services for MedPlans 2000, Director of Marketing and Development for MedPlans 2000 and served as a Managed Care Consultant in the area of Community Health Plan development.
Nancy has extensive experience in working with clients who have made the decision to outsource their claims processing functions, either all or in part. She assists clients in identifying core competencies, managing risk within their outsourcing relationship and with the development of strategic partnering.
Nancy holds a Bachelor of Science degree from Pittsburg State University, and completed her internship in Medical Technology from Research Medical Center in Kansas City, MO.
William P. Metz
Mr. Metz has spent the last twenty years delivering IT solutions for some of the world’s largest companies including Procter & Gamble, General Electric, AT&T, American Electric Power and Marathon Oil. He also started and later sold a successful .com.
Mr. Metz has delivered IT solutions in a wide variety of areas including product design and development, telecommunications network management, desktop software deployment and management, data warehousing and information delivery, and finance and accounting. His specialty areas include architecture consulting, application development & support, IT competency development, and IT sourcing.
Mr. Metz has been on the forefront of the trend to use outsourcing and global sourcing approaches. He has led a number of key sourcing initiatives at P&G which have delivered significant savings and flexibility for the Company.
Thomas Mischka
Tom Mischka works for Thrivent Financial, serving as Director of FSO Strategic Initiates. Tom provides leadership to our current outsourced relationships and partners with business on new ventures.
Tom graduated from the University of Wisconsin Oshkosh, where he received a Bachelor of Science degree in computer science. Joined AAL, and served in a variety of technical and non-technical roles supporting the sales force, IT, customer information, communications, legal and fraternal functions. In 1995, Tom was named second vice president of information technology customer services. In 1997, He was appointed vice president of National Marketing, with responsibilities for AAL’s Brand, marketing material, Website, and market research. After the merger, Tom was appointed vice president of FSO Centralized Services, with responsibilities for wide range of shared services within the Services Division. Throughout his tenure with AAL/Thrivent Tom has led a variety of key corporate initiatives, including the naming of Thrivent when AAL and LB Fraternal organizations merged.
In addition, Tom has received the Work-and-Family award that recognizes managers who assist employees in finding the right balance between work and family needs. Is a Fox Cities Leadership graduate. Nominated for Thrivent’s Chairman Award for work excellence. Received the Thrivent Volunteer Excellence award for his leadership on the Emergency Shelter Board, United Way Committee work, and various other volunteer activities.
Donald Mones
Donald’s current role is Vice President of Global Planning and Strategy for The McGraw-Hill Companies. His responsibility is to oversee the operational aspects of outsourcing partners involved with Offshore Development Centers (ODC), Application Management and Support (AMS), and Infrastructure Outsourcing (ITO) services.
Donald currently provides guidance and leadership related to outsourcing activities to internal business segments of The McGraw-Hill Companies, and to offshore partners in the following disciplines;
Project management, service delivery modeling, infrastructure & capacity planning, resource availability and planning, customer satisfaction surveys,security assessment rating, operational utilization, cultural awareness training, and disaster recovery and business continuity planning
Donald joined The McGraw-Hill Companies in December of 2003 as Senior Director, Global Operations and Infrastructure. Among this initial role within The McGraw-Hill Companies was to increase efficiencies by consolidating support activities across the company. Most recently, Donald played a critical role working in the advancement of the global service delivery model focused on service desk and site support services; including metrics, reporting, resource management, vendor management, and service improvement activities.
Prior to joining The McGraw-Hill Companies Donald was a consultant at both JP Morgan Chase and IBM, and held various leadership roles at the MetLife Corporation, Deutsche Bank (Bankers Trust) and Instinet.
Tetsuto “Teddy” Nishiyama
Tetsuto "Teddy" is an in-house consultant at OMRON Corporation in Japan.
His primary focus is on "Process Improvement" based on CMMI, but now
offers his expertise in outsourcing, not only as a business solution for
various organizations within the company, but also as a unique way to
learn from the vendor and improve one's own process maturity level.
Teddy is currently the primary point of contact for outsourcing to a major
Indian software services vendor. He has been involved in outsourcing since
2002 and has spearheaded the effort to setup an "Offshore Development Center"
in Bangalore, India. He has especially concentrated on continuous improvement
of the outsource process with the primary focus on providing several levels of
formal and informal communications between OMRON and the vendor from the
project level up to corporate level. He consults on numerous outsourcing
projects throughout the OMRON group companies to help secure a successful
"win-win" outsourcing relationship with the vendor.
Teddy holds Bachelor of Arts degrees in both Computer Science and French
Language from Oberlin College in Ohio.
Richard K. Ostrander
Richard Ostrander is an independent associate with JDalal Associates focusing on Information Technology and Business Process outsourcing where he has been since 2002. His twenty five years of professional service experience of which twelve of those years were spent in outsourcing have been invaluable to achieving outsourcing success for both buyers and providers.
Before joining JDalal Associates, Richard was a partner with Price Waterhouse and PricewaterhouseCoopers. His twenty year career included developing the business strategy for what became the firm’s Global Business Process Outsourcing service unit. Richard managed procurement of many of the firm’s largest BPO deals and initiated the U.S. F&A and U.K. Real Estate outsourcing service practices.
Roger W. Peterson
Roger joined ARAMARK in May,2005 and currently serves as the Regional Vice President of ARAMARK's Integrated Facility Management organization in the Business & Industry Group. In this role, he leads the operation teams thatprovide outsourced facility management services to ARAMARK'sBusiness & Industry customers in their commercial,office and non-manufacturing facilities. His team of more than 2,000 employees is responsible for delivering quality service, controlling costs, and driving process improvements. These efforts help improve customer profitability andfacility occupant satisfaction; key drivers in this market.
Roger’s career encompasses in-depth management in the facility services sector and in leadership roles. Heserved as a Vice President and Senior Consultant for Impact Management Services, where he assisted facility owners and service providers with the development, execution and refinement of extensive outsourcing arrangements. He also worked for Johnson Controls World Services in leadership positions for nine years. During this time, he had direct responsibility for the delivery of nearly $100 million of outsourced facility management services, primarily in the pharmaceutical industry. Additionally, Roger served as a Captain in the United States Army Corps of Engineers providing direction in management, leadership, communications, planning, and problem solving.
Roger is an active speaker and frequent contributor to publications within the facility management and real estate services industries. His most recent presentations include "Building a Successful Facility Management Plan" at the International Facility Management Association's (IFMA)annual World Workplace in October 2007and "Managing Service Level Agreements" at the National Facility Management & Technology Expo in March 2007. In 2007, he has also participated in panel discussions of the Society of American Military Engineers and presented the closing keynote at IFMA's Industry Forum.
Roger holds a Master of Science degree from Boston University and a Bachelor of Science from West Point.
Jean-Francois J. Poisson
As General Manager – Contract Management, Jean-Francois Poisson is responsible within the Real Estate Team to deploy and manage the Bell Real Estate Management Services Outsourcing Agreement.
Previously, Jean-Francois has participated, within the Outsourcing Group, to the development of outsourcing governance processes, and in setting up important outsourcing projects between Bell Canada and outside suppliers.
As a practitioner, Jean-Francois combines theoretical knowledge to the daily management experience of outsourcing ventures which he has been sharing at various seminars in Europe and North America. In 2001, he was recognized by his peers and nominated as a Finalist to the World Achievement Award for the development of industry-leading outsourcing management practices and tools.
In is twenty-five year career with Bell Canada, Jean-Francois has held a number of positions in various Bell’s departments. Jean-Francois Poisson is a Logistics/Outsourcing specialist; he graduated from Montréal Polytechnic Engineering School in 1979 and completed a management certificate in 1995.
Paul Quaglia
Paul Quaglia currently holds the position of Director of Applications and IT Strategic Sourcing/Vendor Management for CNA Insurance, one of the nation’s largest commercial property & casualty insurers with $9 billion annual revenues and serving more than 1 million businesses and professionals globally.
Paul brings over 15 years of IT leadership experience driving IT excellence for Global 1000 companies in the following verticals: Insurance, Manufacturing, Retail, Semiconductor, Technology and Start-Up. In his current role, Paul partnered with the senior leadership team and he and his team, in under a year, outsourced over 80 legacy applications saving the corporation in excess of $5 million dollars per year in maintenance and support costs while successfully re-deploying affected staff to higher value work within the corporation.
Education
Paul holds a Bachelor of Science degree In Computer Science from the Engineering College at the University of Illinois, Champaign/Urbana.
Paul is a Certified Outsourcing Professional (COP) awarded by the International Association of Outsourcing Professionals (IAOP) in 2006.
Interests
Paul is an endurance athlete and has completed six marathons, three Ironman events and hundreds of smaller races. He has raised money for various charities (American Cancer Society, Multiple Sclerosis Society, Lance Armstrong Foundation) by competing in these endurance invents.
Kelly Sawyer
Kelly Sawyer iscurrentlyworking within the Global IT Operations Sourcing Group asVendor Administratorfor Teleflex Medical, Inc., RTP, NC. She is alsoa newmember of the IAOP Member Services Committee.
Kelly has 20 years of experience in theadvertising, IT, human resources/recruitmentand vendor managementfunctions. Her roles in sourcing include managing the entire range of services from master service agreement negotiation to engagement/relationship sourcing management.
She has workedacross multiple industries involved withmedical devices, information technology, telecommunications, professional associations and health care organizations.
Kelly has a Bachelors Degree in Sociology from Trinity College in Washington, D.C. anddidgraduate work in visual communications from The Corcoran School of Art, also in Washington, D.C. Her undergraduate studies included a semester abroad at The American Universities, in France,where she gained understanding and appreciation for international cultures. Kelly lived abroad; Moscow (USSR), Tokyo (Japan), Bonn (Germany) and traveledextensively: Finland, Spain, France, Italy, Africa (Tunisia), England, Mexico and Sweden.
Cindy Seiler
Cindy Seiler is the Manager of Customer Support and Integration at Brown-Forman Corporation. Prior to joining Brown-Forman Corporation, she worked for Metro Louisville Government and E.ON U.S. Cindy serves on TeN (Technology Network) Board of the Greater Louisville Region, the Kentucky Council on Economic Education board and is a founding member and officer of the Kentuckiana Support Forum (Louisville’s local HDI Chapter).She has her MBA from the University of Louisville and her BBA in Decision Science and Information Systems and Management from the University of Kentucky.Cindy is also a Certified Outsourcing Professional and Project Management Professional.
Dr. Gad J. Selig,
Dr. Gad J. Selig is Managing Partner and founder of GPS Group, Inc., a consulting, research and education firm that focuses on strategic marketing and growth, business and technology transformation, new product development/product management, IT strategy and governance, program/project management and strategic sourcing issues and opportunities.
Dr. Selig has thirty+ years of diversified domestic/international executive, management and consulting experience with both Fortune 500 and smaller companies in the financial services, utility, telecommunications, software and high technology, manufacturing and retail industries. His experience includes: marketing, sales, planning, operations, business development, mergers and acquisitions, general management (with full P & L responsibility), systems/network integration, strategic sourcing and outsourcing, MIS/CIO, electronic commerce, product development, project management, business process transformation, governance and entrepreneurship. Dr. Selig has worked for the following companies: Marketing Corporation of America, Advanced Networks and Services, Continental Group, Contel Information Systems, NYNEX (Verizon), Standard Kollsman Industries, CBS and AT&T.
Dr. Selig is an Associate Professor of Marketing, Management and Technology and the Director, MS in Technology Management and Dual Graduate Business/Engineering/Technology Degree Programs at the University of Bridgeport. He earned degrees from City, Columbia, and Pace Universities in Economics, Engineering, and Business. He has authored two books and over forty articles and conference proceedings. He is a dynamic and popular speaker at industry conferences in the U.S. and abroad. He is currently writing his third book, which will have a chapter dedicated to Strategic Sourcing. He holds a Top Secret Clearance with the Federal Government.
Tim Schmandt
Prior to joining DATROSE, Tim spent 26 years at the Eastman Kodak Company working in various roles including Quality, Cost Management, Finance and Procurement. He has degrees from the Rochester Institute of Technology in Statistics, Chemical and Manufacturing Engineering Technology. He is a Master Black Belt in Lean Six Sigma and a Certified Outsourcing Professional by IAOP. While at Kodak he worked with teams to drive out significant dollars out of the cost structure of the company. He has taught Cost Management Strategies, Statistical Process Control, and Process Capability classes in the US. and 10 other countries. He has authored over 8 technical reports on quality and statistics and has presented at numerous conferences. He recently helped Kodak establish a Shared Services model and has experience and expertise in benchmarking, Business Process Outsourcing, dashboards and performance management.
Tim’s current role is to provide leadership and drive continuous improvement efforts at DATROSE, which is a 30+ year old minority and veteran owned BPO firm specializing in FAO and HR solutions. He also serves on the advisory board of Shared Services News
Santosh Sharma
Santosh Sharma has more than 12 years of experience setting up and running IT Outsourcing offices, managing outsourcing vendor relationships & performance, establishing offshore delivery centers and managing complex outsourcing programs/projects. Santosh has successfully handled increasingly responsible roles such as product development, delivery management, outsourcing practice and business development, process development and service level improvements for various multi-million, multi-year and multi-geographical engagements. He has been instrumental in helping Fortune 500/1000 companies put down world-class methodologies and best outsourcing practices in place enabling them consistently achieve desired results.
Joe Sifferman
Joe Sifferman is responsible for the Global Sourcing Management function for PepsiCo Business Solutions Group. His team is responsible for developing and maintaining sourcing best practices and methodologies and supporting the PepsiCo IT organization in the development and implementation of a long-term sourcing plan. The Global Sourcing Management team works with senior management to define sourcing strategy, implements sourcing processes, monitors vendor performance, facilitates sourcing governance, and partners with procurement and senior IT leadership in competitive bid, vendor selection, and contracting activities.
Prior to joining PepsiCo, Joe worked at Accenture in both outsourcing and consulting-based roles. He worked on ITO and BPO deals focusing on contract due diligence, outsourcing planning, and service transition in helping his clients and delivery teams successfully manage the transition to outsourced operating models. He also worked in outsourcing delivery holding both service management anddirect service delivery roles. His consulting experience includes management of ERP implementations and supply chain consulting for consumer packaged goods clients. Joe has a B.S. in Biomedical Engineering and a M.S. in Industrial Engineering from Texas A&M University.
Joe Talik
Joe Talik is an executive with a fast-track of success and a wealth of expertise in both business and technology disciplines. During his career, he has delivered outstanding achievements in business process management, business process outsourcing, off-shore development centers, new business development, business solutions development, technology integrations, and program management. He is recognized for expertise in resolving complex business challenges, driving products and services to market, and ensuring companies operate profitably.
Joe has significantly impacted both profitability and growth in the corporate world, and been instrumental in saving millions of dollars for corporations. Joe launched his career in 1988 by joining Electronic Data Systems, Inc. as an Advanced Systems Engineer. In 1991, he was hired as a Senior Solutions Consultant for Vetri System. In 1993, he joined Apprise, Inc. as a Senior Solutions Architect. From 1995 to 2004 he served as a Partner for Diversified Software Solutions as a founder of a software development and systems integrations company. His career moved him back to the corporate world working for OfficeTiger as a Senior Manager in business process outsourcing space before joining the prestigious McGraw-Hill Companies in 2004. Joe was initially hired as a Manager (Standard & Poor’s Division), and was promoted to Director (Information Management Division) in 2006 to implement and promote best practice around business process outsourcing and off-shore development. He is now working for Sterling Testing Systems to develop and implement its Vendor Management, Financial Governance and Lean Six Sigma around on-shore and off-shore outsourcing. Joe was a member of the United States Army Reserves and National Guard from 1983 to 1993, and advanced to the rank of Captain.
Joe's exceptional track record of business and process improvements is based on his philosophy of building outstanding internal and external business relationships, driving out operational expenses, thinking outside the box, acting as a catalyst for corporate change, and performing as a hands-on senior business leader. He is highly focused on tackling complicated business problems, and architecting and executing mission-critical solutions. For example, he previously saved a multi-million dollar account that stemmed from outsourcing problems in India, and turned around a troubled project for an IBM client. His success was profiled in AIM Magazine. Most recently he was managing the migration to a new multi-million state-of-the-art data center.
Joe has received his MBA in Finance and Accounting with Honors from Regis University. He holds a Bachelor of Science degree in Business Administration from the University of Detroit - Mercy and Masters Certificates in Organization Leadership, Six Sigma, Applied Project Management and Information Systems and Technology Project Management from Villanova University. Joe is a certified Outsourcing Professional, Project Management Professional and Six Sigma Black Belt. He is an active member of the Project Management Institute, American Society for Quality, Institute of Management Accountants and International Association of Outsourcing Professionals. Joe and his family reside in East Hanover, New Jersey. Joe can be reached via e-mail at jtalik@optonline.net.
Giovanni Vaia
Giovanni Vaia works as a researcher for the Department of Business research and studies at The University of Salerno. His research interests lie in the governance of outsourcing relationship and in the relationship between IT and organization.
Giovanni is also a trainer and consultant for many multinational companies on outsourcing and IT governance. He has been a keynote speaker in corporate events and seminars and currently sits on the board of ITSM Forum Italy.
He also holds a PhD in Organization and Technology.
Bobby Varanasi
Ramaprasad “Bobby” Varanasi brings with him over 15 years of experience in consulting and management across IT, Business Process services and building offshore operations. He served in various positions within Strategy Consulting, Country Market Development, Program & Risk Management, Service Delivery and Customer Relationship Management. Bobby has also advised Fortune 500 customer organizations on Strategic Planning, Mergers & Acquisitions, JVs, Private Capital Investment Evaluations, Process Reengineering, Pricing Strategies, Sourcing Relationships, Business & Financial Modeling et al, contributing immensely to global sourcing for clients. He has also led transitioning and program governance functions for shared services and third party service providers. His international experience across various markets – Europe, USA, Middle East</
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