Aaron Lanzen has spent the last 14 years of his professional career in various IT and business roles creating innovative, long term business solutions that blend technology with the disciplines of decision science and operations management. The last 8 years have been in Cisco’s Technical Support Operations. Aaron's current role is the Solutions Architect for Business Rules and Analytics. His focus is the continued evolution of the business owned platform used to plan, optimize, and execute service delivery at a global scale.
Aaron has a BS in Finance and an MS in Decision and Information Science from the University of Florida. His home is in Raleigh NC with his wife, 3 year old son and two dogs. He enjoys spending leisure time with his family and many hobbies including coffee roasting, brewing, enjoying wine and golf.
Tom Willingham has a 13-year career in Technical Support delivery with NetSolve and Cisco. He has held positions ranging from support engineer and escalation lead to manager of global support teams. More recently Tom was the business owner of the Business Rules Engine (BRE) project in Service Delivery Transformation (10/10 – 10/12) and now leads the Global Technical Center’s Routing Operations team, whose goal is to intelligently and strategically match work to the right resource(s) in a 24x7x365 global technical support environment.
Tom has a BA in Anthropology and Spanish from UT-San Antonio and an MBA from Auburn University. His home is in Austin, TX, with his wife of 19 years and three kids. In his free time Tom enjoys mountain climbing in Colorado, hiking the Texas Hill Country with his family and labradoodle Harvey, reading, writing in several forms and enjoying the fruits of microbreweries.