Joel A. Pereira
Managing Director - The Centre For IT Service Management

Joel is a vibrant and enterprising IT professional with 23 years IT Management experience, specializing in Training, Education, Performance Consulting, Program and Project Management. He is a business strategist who brings a unique blend of problem solving and entrepreneurial skills to meet complex business challenges. He leads The Centre For IT Service Management Pte. Ltd. a company that provides specialists and solution architects in IT Service Management, IT Infrastructure and IT Operations Management. Joel has superb skills in maximizing business output with minimum costs - an efficiency and process expert with in-depth experience in organizational and operational efficiency and effectiveness. Joel is an exceptionally gifted individual in his ability to convey complex concepts in simple, easily assimilated language with contemporary illustrative examples. He has won many awards for his innovation and pioneering spirit. Joel's demonstrated business skills, in-depth IT knowledge and practitioner's application experience of IT Service Management best practices has earned him worldwide recognition and makes him highly sought after by the world's best run and most progressive companies.

Dr. Robert M. Gravina, Ph.D.
Senior Associate - IT Service Management Consultant

Robert Gravina is an IT professional with over 30 years experience, specializing in Training Consulting, Performance Consulting, Program and Project Management. Robert's primary focus during the last several years at Digital Equipment Corporation, Compaq Computer, Cushing Practice, Global Knowledge Network, and HP was to provide senior level training consulting to internal organizations and external companies such as Boeing, Citibank, Citicorp, Netigy, Nortel Networks, Bell Atlantic, NYNEX, Cisco, Integrated Partnerships, Stolt-Nielsen Transportation Group, Anderson Consulting, Atlantech Inc, SBC, CIBER Inc, United Airlines, and Goldman Sachs.

Robert possesses a unique skill set enabling him to perform assessments, recommend appropriate learning and development remedies, and deliver specialized instructor-led training to a variety of audiences including sales, marketing, service delivery, manufacturing, solution architects, and software engineers. His Ph.D. and extensive university level teaching experience allows him to define and deliver customized solutions to meet the customer's goals on a worldwide level.

Andie Shih
Senior Associate - IT Service Management Consultant

Andie has an exceptional blend of cross functional experience of 25+ years in IT and Telecom management including Internet, operations, customer services, finance, auditing, information security, and disaster preparedness. Andie is a producer of results with excellent project management skills that has measurable impact on the business with demonstrated skills in taking products and services from concept to implementation. Andie is a specialist and solution architect in IT Service Management, Telecom & IT Infrastructure and Operation Management, and Disaster Planning, as well as in the deployment of automation technology & process engineering. Andie is an efficiency and process expert with in depth experience in organizational and operational efficiency and effectiveness. Andie's educational accomplishments include:

• B. Eng. of Electrical Engineering from McGill University (Montreal, Canada)
• Manager's Certificate in IT Infrastructure Management
• Registered Professional Engineer of the Province of Ontario, Canada
• Certified Industrial Manager of the Canadian Institute of Management
• Certified Microsoft trainer on Microsoft Operations Framework (MOF)

Brian C. Smith
Senior Associate - IT Service Management Consultant

Brian C. Smith is an IT professional with over 29 years experience, specializing in Data Center Management, Program and Project Management, Consulting and Training. Brian is certified and experienced in the internationally accepted ITIL best practices framework for IT Service Management. Over his expansive career, he has worked for Barclay's Bank, Citibank, Cititrust, AT&T, Burroughs Corp., Chi Corp and GE.

Brian possesses a unique skill set enabling him to perform assessments, recommend appropriate IT Management action and lead implementation and development remedies when indicated. In short, Brian is a total solution architect; bottom-line driven and practical. His extensive practical hands-on experience allows him to define and deliver customized solutions to meet the customer's goals on a worldwide level.

Jim MacPherson
Senior Associate - IT Service Management

Jim MacPherson is an IT professional with over 35 years experience, specializing in Business Process Alignment, Project Management and Training. Process engineering and improvement has been central to a substantial part of his career. Jim is president of his own consulting company, "Jim MacPherson Consulting", which he established after a 30-year career with IBM. Jim brings to his assignments with The Centre For IT Service Management extensive experience in the Management of IT, Customer Service, Product Development and IT Outsourcing, and two decades of experience as a trainer and educator with a proven track record of results. Jim has developed and demonstrated an inimitable grassroots leadership style. He works with people's strengths and coaches towards the development of confident leadership performance.