Greg Burnett is director of operations for AFSMI, SSPA, and TPSA, focused on enhancing the customer experience and general management of the business. Prior to launching TPSA, he worked for five years as a Senior Consultant and Consultant for IBM Global Services and PricewaterhouseCoopers respectively. As a management consultant he advised clients on the strategy and implementation of best practice customer relationship management (CRM) initiatives including measurable performance improvement, business process re-engineering, business requirements development, and quality assurance. He holds a MBA from the UCLA Anderson School of Management and a BS in Business Management from North Carolina State University.

John Blakeman is the vice president of customer support for Taleo. He has led customer support organizations for JDA, eTimeCapital, Baan, Auspex, and Amdahl. John's experience in the IT services arena spans more decades than he wants to admit (think mainframes with core memory), and he has earned every gray hair left standing. John holds an MBA from Santa Clara's Leavy School of Business and a BA in management from St. Mary's College.

Ron Van Wagenen is business planning manager within HP’s Global Consumer Support Organization. Ron is responsible for leading certification programs, best-practice research, and strategic planning for support operations. Ron has 20 years of experience working in the IT industry. He began his career at HP in 1998 and has held a variety of managerial and program leadership positions in business intelligence, forecasting and planning, customer experience research, competitive analysis, and product development. Prior to working at HP, Ron worked for ProModel Corporation, Case International Harvester, and IBM in operations consulting and product quality roles. Ron holds degrees in engineering and an MBA from Brigham Young University.

Jim Wilson has over 32 years of customer support experience and has been with Symantec for almost three years. His career at Symantec has been in enterprise support services leading the program management office. Prior to joining Symantec, Jim was a vice president of technical support for Sage Software, Healthcare Division. Jim was responsible for the delivery of remote support to Sage customers throughout North America. He has also served as the vice president of customer services for Equitrac Corporation and the vice president of customer care for General Fiber Communications. He has worked in the customer support field since 1977.

John Ragsdale is vice president of technology research for the AFSMI, SSPA and TPSA, where he drives the research agenda for tools, technology and best practices for service and support, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders. John has an extensive understanding of the technology and vendor landscape for IT services. He leverages those insights to help guide association members in making informed technology, business and investment decisions. Prior to joining the SSPA, John was vice president and research director for Forrester Research.

Michael Israel is senior director of research and advisory services for AFSMI and SSPA. In his role, Michael is responsible for expanding the research portfolio in the area of field and support services. He works closely with both AFMSI and SSPA members to provide the industry data they need to optimize their services organizations. Michael previously had founded igniteService, Inc. and has worked in customer support, field service, and repair operations for more than 30 years. He has significant service operational experience, having spent 15 years—including 12 years with IBM—managing field service, service parts, and technical support operations. He also spent more than 15 years selling and marketing customer service, service management, and service parts management software solutions to manufacturers and service providers in a wide variety of industries. His sales and marketing roles include management and executive-level positions with Oracle, SAP, and other leading software organizations. In addition, Michael was a widely respected research director in the service chain practice at Aberdeen Group, where he researched and reported on customer support, field service, maintenance, and repair topics.

Joanne Weigel is the director of the Organization Certification Program for AFSMI and SSPA. In this capacity, Joanne drives all aspects of the program content, manages the partnership with J. D. Power and Associates, and ensures the quality and customer satisfaction of members engaged in the program. Ms. Weigel has over 20 years of experience in product and project management in the technology and software sector. She has worked for several organizations as director of product/project management including, Ariba, Rainmaker, iSearch, and Experian/TRW.

Bo Di Muccio is responsible for developing and delivering research and advisory programs that are focused on helping executives build and optimize professional services in many of the world's leading technology companies. He has nearly 10 years of experience in technology industry research, analysis, and consulting, including experience in hardware, software, and services. Prior to TPSA, he was the program manager for consulting services research at International Data Corporation (IDC), had a lengthy tenure at Deloitte Consulting, where he worked in the areas of services strategy and marketing, market research, competitive intelligence, and client service, and held market research roles at AltaVista Company and Compaq Computer Corporation. Bo earned his master’s and doctoral degrees in international political economy from the School of International Relations at the University of Southern California and was a tenure-track faculty member of the University of Florida’s Department of Political Science.

Bo Di Muccio is responsible for developing and delivering research and advisory programs that are focused on helping executives build and optimize professional services in many of the world's leading technology companies. He has nearly 10 years of experience in technology industry research, analysis, and consulting, including experience in hardware, software, and services. Prior to TPSA, he was the program manager for consulting services research at International Data Corporation (IDC), had a lengthy tenure at Deloitte Consulting, where he worked in the areas of services strategy and marketing, market research, competitive intelligence, and client service, and held market research roles at AltaVista Company and Compaq Computer Corporation. Bo earned his master’s and doctoral degrees in international political economy from the School of International Relations at the University of Southern California and was a tenure-track faculty member of the University of Florida’s Department of Political Science.

Martha Lyons is a Distinguished Technologist at Hewlett Packard Laboratories Strategy and Innovation Office and previously in the HP Services CTO office. She has over 20 years of experience driving services innovation. Martha also manages the HP Labs research alignment and transfer with HP Enterprise Services and Software focused on incubating and delivering innovative service offerings and capabilities to HP’s customers. In the past, Martha led the HP Services Innovation Program while advising customers on innovation best practices within corporate environments. She also led the development of a number of solutions which introduced and extended HP’s electronic and automated service capabilities over the web. Martha has held a variety of technical, management, and strategy positions in HP services and Global Operations.