James McAnally

VP Global Support Delivery, Engineering Resolution
Hewlett-Packard Enterprise

James “Mac” McAnally is Vice President of Global Support Delivery, Engineering Resolution (GSD ER). Mac started with HPE in 1985 and has held a number of positions in the Customer Solution Center, Field, and Support Sales organizations.

Most recently, Mac led the GSD Customer Solution Center, leading the organization through the HP separation and implementing the Workflow Transformation program.

Previously, Mac led Global Support Delivery Americas for Brazil, Canada, Mexico, MCA (Multi-Country Area) and the United States, the start-up of the Costa Rica Global Solution Center, and served as the Site Manager ensuring readiness and the successful transition of existing and new businesses into Costa Rica.

Before leading the Costa Rica operations, Mac managed the Americas Value Solution Center, the Mission Critical Solution Center, and the TS Account Management Program. In addition, he started and managed the Field Support Engineering team and spent two years on-site as a Major Account Support Manager for Worldspan. He has also held various positions in the Solution Center as a Project Manager, Production Engineer, and Response Center Engineer.

Mac resides in the Atlanta area with his wife. He enjoys spending quality time with his family and friends in outdoor activities such as golfing, fishing, cycling, and motorcycling.

Check out the incredible speaker line-up to see who will be joining James.

Download The Latest Agenda

Becoming A World-Class Service Organization

Saturday, February 4th, 2017

09:45 Ensuring You Are There When Your Customer’s Business Depends On It

· Exploring Hewlett-Packard Enterprise’s initiative focused on minimizing customer outages
· Establishing a business process to determine how your service is impacting your customers
· Determining the appropriate prioritization and escalation process
· Deploying resources to ensure you can support your customer when their business depends on it

11:50 Collaborative Roundtable Discussions

Sit down with a speaker from the morning to hear more about their service strategies or choose a new focus area you want to gain new insight on. Either way, a breadth of expertise will be shared and you get to ask the questions you need answers to. Be sure to divide and conquer with your teammates!

#1 Driving Efficiency In Support Operations Through Process Improvement And Automation
Charles M. Byrd, Director Implementation Support, Roche Diagnostics

#2 The Internet Of Service
Mike Fuller, Enterprise Sales Manager – Midwest, Coresystems USA

#3 Enhancing Field Service With Mobile Merged Reality And Virtual Interaction
Scott Sobera, VP of Sales, Help Lightning

#4 Managing Customer Loyalty In Today’s Marketplace Demands A Shift In Our Customer Service DNA
Curt Hill, VP of Technical Services, Cisco Systems

#5 Changing Your Culture From One That Sells A Product To One That Sells Service
Clay Rose, VP Service, Getinge Group

#6 Ensuring You Are There When Your Customer’s Business Depends On It
James McAnally, VP Global Support Delivery, Engineering Resolution, Hewlett-Packard Enterprise

#7 The Value Of Leveraging Virtual Operations Modeling In Choosing Workforce Strategies And Solutions
Albert Thomas, Executive Director, Starr & Associates

#8 How Will Smart Glasses Leverage Field Services in 2017?
Anne-Fleur Andrle, CEO, AMA XPERTEYE, AMA Vuzix
Lance Anderson, VP Enterprise Sales, Vuzix Corporation