Jeanne Schock has a background in Linux/FreeBSD/Windows system administration that includes working at a regional ISP, a large video hosting company and a Top Level Domain Registry services and DNS provider. About six years ago she transitioned to a role building, managing, and promoting processes in support of IT operations, disaster recovery, and continual improvement. She is a certified Expert in the IT Infrastructure Library (ITIL) process framework with in-the-trenches experience with such processes as Change, Incident, and Problem Management. Jeanne also has a pre-IT academic and teaching career and is an experienced trainer and public presenter, most recently speaking to D.C. chapters of the American Society for Quality, Software Special Interest Group and IEEE Computer Society.