2026 Speakers
Susan Smith, Program Manager and vCIO, GTS Technology Solutions
Susan Smith is a senior IT leader and strategist specializing i service management, digital employee experience (DEX), and modern incident response. With more than 25 years in IT operations, networking, security and service delivery, she helps organizations move from reactive support models to experience-driven, prevention-first service cultures. As a CIO-level practitioner and managed services leader supporting government and enterprise environments, Susan blends ITIL discipline with emerging AI capabilities to reduce friction, improve resilience, and protect the human experience. Her work focuses on using AI as a force multiplier for people. Not replacing them, but enabling better decisions, calmer incident response, and healthier support teams. Susan is known for translating complex technology into practical, repeatable playbooks that can be use immediately. She, she's coaching teams to think differently about success. Less about closing tickets, more about restoring momentum, always about the people experience whether employee or customer.