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6936: Simplifying Support Services with Automation and Insights Innovation


Nearly every day, a new requirement for technical support comes into the IT department. Digital transformation. New devices. Internet of Things. Automation. Open source software. Productivity apps — the list is endless. At the same time, legacy systems need to be maintained to keep the business running 24x7. The field of technology support is rapidly changing in response to disruptive technologies, and technology innovation through analytics, augmented reality, blockchain, cloud, cognitive computing, and more are driving fundamental changes in how support services are delivered.

Featured Sessions Services
Theater Room
Wed (February 13), 2:30PM PT


Laura Laltrello

GM of Data Center Global Services, Lenovo

Laura is GM of Data Center Global Services for Lenovo. She has 20 years in services, products, strategy, marketing and operations in Fortune 500 tech companies. Laura founded Lenovo's NAF internship program for high school students. She was recognized by Working Mother magazine as "Lenovo's 2017 Working Mother of the Year" for her efforts to mentor working mothers about growth and balance.

Kevin Wahlmeier

Information and Analytics Leader - TSS, IBM

Since joining IBM, Kevin has held various global operational, financial, support and management positions, including spending two years on an international assignment in Dublin, Ireland where he helped establish and manage a European and U.S. technical support center. He created and currently leads the information and analytics strategy, and works directly with IBM Research to drive key analytics initiatives, including creating the business architecture for the IBM Watson technology that is used in IBM technical support centers around the world to assist agents in delivering world-class customer support.

Sergio Saad

General Manager, WW TSS Multivendor Services and Offerings, IBM

Sergio B. Saad is General Manager of GTS Worldwide TSS Multi-vendor Services and Offerings and mission is to drive IBM Multi-vendor Support Services and Offerings. Multi-vendor Services offers a wall-to-wall support approach, with advanced technologies to improve the client experience through automation. This integrated approach can produce big cost savings from improved IT asset management, reductions in complexity and in operating costs through outage mitigation and accelerated problem resolution. He excels at managing motivated and diverse integrated teams across the globe, as well as discovering and fulfilling the needs of many of the world'™s most essential enterprises. His combination of leadership, execution and expertise is key to driving success in the Multi-vendor Services business.

Dr. Rahul Singh

President and Co-Founder, Entercoms Inc.

Rahul is an entrepreneur, passionate about innovating solutions that will drive service supply chains of the future. At Entercoms, he drives the vision for its operational analytics and AI platform that delivers outcomes for customers through insights and automation. He has over 20 years of experience impacting the service and supply chains of many Fortune 500 companies, helping them become more agile, manage their complexity, while driving results to their bottom-line.

Rahul holds a Ph.D. in Operations Management from the McCombs School of Business at the University of Texas at Austin, and has published articles in academic journals on the topics such as statistical quality management, supply chain and product line design. He holds a B. Tech. in Mechanical Engineering from the Indian Institute of Technology, an M. Tech. in Industrial and Management Engineering from the Indian Institute of Technology.