Meet the PassionIT Group Team

Mark Cowper serves as the Senior Account Manager at PassionIT, where he leads sales with a focus on strategic growth and client success. With over 16 years of experience in the learning industry, Mark brings deep expertise in sales, operations, and account management, driving results in new business acquisition, customer retention, and strategic account development. He has partnered with leading organizations including Deloitte, PwC, and KPMG, helping them align learning solutions with business goals. Mark is a strong advocate of PassionIT’s Proven Path, guiding clients through the journey from certification to contribution—ensuring that training investments translate into measurable impact. Known for building lasting relationships and understanding client needs, Mark helps organizations overcome learning challenges and achieve performance outcomes through tailored, results-driven solutions.

Scott Todd is the CEO of Passion IT Group, where he leads a mission to deliver world-class IT training and certification programs for enterprise teams and aspiring professionals. An MIT Sloan ACE alumni, Scott brings strategic insight and operational excellence shaped by his experience as a former Vice President of Field Systems Services and In-Car Technology. His leadership blends technical depth with a passion for education, helping organizations navigate the future of IT with clarity and confidence.

Chris Ward serves as the Director of Training at PassionIT Group, where he champions the core principle: From Certification to Contribution. With a career in technology and education that began in the early 1980s, Chris brings decades of experience across broadcasting, corporate training, and consulting. He holds a broad range of certifications including PMP®, PMI-ACP®, ITIL® 4 Master, ITIL v3 Expert, PRINCE2® Practitioner, CRISC, CISA, and Professional Scrum Master. He is also a published author, sought-after conference speaker, and trusted consultant. Chris’s approach to training is rooted in clarity and relevance. He helps learners bridge the gap between theory and practice by guiding them through real-world application with empathy and insight. His focus is not just on certification, but on enabling professionals to contribute meaningfully to their teams and organizations. As a member of the ITIL® Advisory Council and ITIL® Ambassador Program, Chris shares practical insights through his “ITIL in 60 Seconds” video series on social media. He embodies PassionIT’s Proven Path™ by helping individuals and teams move beyond training—toward transformation, contribution, and lasting impact.

Gabbi is a skilled Training Coordinator with a strong background in delivering IT-focused training programs tailored for service desk professionals. She has facilitated numerous training sessions designed to build core competencies in IT support, customer service, and performance-driven operations. Her training approach is grounded in ITIL® best practices, covering essential areas such as incident management, service operations, technical troubleshooting, and KPI tracking. Gabbi’s sessions are structured, interactive, and results-oriented—empowering learners to thrive in high-demand IT environments. In addition to her training expertise, Gabbi brings proven leadership experience as both a team leader and change leader, having coached trainers, team leads, and frontline support staff. Her passion for structured learning, continuous improvement, and learner empowerment ensures every session is impactful and aligned with industry standards.

With over five years of experience teaching ITIL® 4 Foundation for the PassionIT Group (PITG), Hillary brings deep expertise and real-world insight to every session. Her work with PITG complements her leadership role at Boston University (BU), where she has held several key IT Service Management (ITSM) positions, including Associate Director of the Service Management Office, Practice Owner for Relationship and Service Level Management, Service Desk Manager, internal ITSM Process Consultant and Trainer for over 500 BU IT staff on ITSM best practices. Beyond the classroom, Hillary is a recognized contributor to the ITSM community. She co-founded the ServiceNow Higher Education Group, chaired the itSMF Higher Education Group, and has contributed to multiple ITIL v3 2011 and ITIL 4 publications. She also co- chaired the team behind the influential white paper, The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration.

Bill Muskopf is a seasoned IT professional, program manager, and educator with over 20 years of experience leading diverse IT projects—from small-scale rollouts to complex government initiatives, including work with NYPD, FDNY, and NYC Department of IT. He holds a Master of Science in Project Management from Boston University and is a certified PMP®, ITIL® 4 Managing Professional, Risk Management Professional, and Agile Practitioner. Bill currently serves as a Delivery Assurance Program Manager at HPE and teaches IT Project Management at a graduate school in New York City. He also delivers PMI certification courses for various organizations, including his own training company. Passionate about project excellence and knowledge sharing, Bill brings real-world insight and academic rigor to every learning experience. Based in Brooklyn, he enjoys spending time with his wife and daughter.

Edward Gray is the Director of Help Desk Support at a public liberal arts university, where he has served in various IT roles for over 25 years. With a Master’s in Management Information Systems and certifications from CompTIA, Microsoft, ITIL®, PRINCE2®, HDI, VeriSM™, SIAM, and Lean IT, Edward brings deep operational experience and a commitment to service excellence. As an accredited trainer for VeriSM™, ITIL®, and Lean IT, Edward focuses on helping professionals move beyond certification to real-world contribution. He is a member of several professional organizations and has presented on service management topics at both state and national conferences—sharing insights that bridge academic rigor with practical application. Edward’s dedication to continuous improvement and learner empowerment reflects PassionIT Group’s Proven Path™: guiding individuals from training to meaningful impact. More about his work and contributions can be found at https://edwardgray.com.

Leslie Landry is a certified ITIL® Expert, PRINCE2® Practitioner, and Maxwell Leadership Coach with over 16 years of experience in IT service management, organizational change, and leadership development. She works closely with executive teams and business units to align IT operations with business strategy, improve team performance, and lead culture-driven transformation. Her training and coaching programs are known for being practical, engaging, and results- driven—achieving exam pass rates between 85–95%, with some reaching 100%. Leslie has delivered impactful learning experiences for organizations such as Microsoft, Siemens, Boeing, the Federal Reserve Bank, USDA, Blue Shield of California, and multiple state governments including New Jersey, California, Arizona, and Colorado. As an accredited trainer in ITIL®, VeriSM™, and Lean IT, Leslie specializes in ITSM frameworks, change management (OCM), strategic leadership, and team development. Her immersive workshops and simulation-based learning help teams understand what their customers truly value—and how to deliver it with efficiency and impact.

Denis has over 25 years of IT experience with proven success in both corporate and non-profit organizations. He is a certified ITIL® Expert and Service Manager that excels at developing sound strategies and implementing people focused processes to improve the quality and reduce the cost of providing IT services. Denis is a highly accomplished, results oriented team builder who develops strong relationships with executives, staff and clients through open communications and commitment. He is an active itSMF member being selected the 2005 Member of the Year and chairing their 2005, 2007 and 2011 conferences. Denis has been delivering all ITIL classes for the past 7 years.

David has over 25 years of IT program management experience in the military sectors. He manages an IT Service Management (ITSM) team of consultants providing functional and operational ITIL® based training and implementation solutions to clients supporting IT service operation, and analysis requirements. David provides industry standard and customized ITSM training, education, and consultative services to federal and commercial customers in addition to intra-organizational resources. He generates new business, identifying opportunities and presenting value proposition to potential customers. He has developed pricing, business cases, and competitive intelligence. David has overseen proposal development and delivery. He has provided post- sales support, monitoring solution implementation, integration and customer satisfaction. David had directed existing programs, interacting with key customers and other stakeholders and presenting reports to executive teams. David is certified in ITIL® Service, Operation, & Analysis (SOA), Operation, Support, & Analysis (OSA), Service Operation (SO), Project Management Professional (PMP) and in Foundations.

David’s expertise is in corporate communications. He has a proven record of delivering business results for diverse, global organizations by motivating audiences to support organizational goals. He has 20 years’ experience working with a variety of industries on their strategic messaging and implementing organizational change. David is the owner of Transform Communications, LLC, which is an award-winning consulting practice that provides strategic communications counsel, training, writing services, and executive coaching. Transform Communications specializes in speeding adoption of transformations across the enterprise–sourcing, M&A, IPOs, product introductions, branding, technology implementation; process, leadership & culture change. Transform Communications brings a proven record of delivering business results for diverse, global organizations. For more information about Transform Communications, visit transform-communications.com

Bill has over 30 years of IT experience and is a certified ITIL® Expert and ITIL4 Managing Profession. He is accomplished at information gathering and data analysis, and information systems and support. He has effectively captured business processes and translated them into requirements for design of test regions utilizing simulation technologies thereby reducing software development life cycles in a large healthcare organization. Bill has overseen the creation of training plans and the material for successful implementation of changes to service management software. He successfully managed a matrixed team for the design; delivery; transition plan, training plan, and project plan for ITIL Problem Management Process.

Michelle Alex is an ITIL® 4 Master, Managing Professional, and seasoned instructor with over a decade of experience in IT service management, leadership development, and operational excellence. Since 2013, she has delivered more than 100 ITIL training engagements across diverse sectors, including federal agencies such as the Department of HUD, US Treasury, Federal Reserve System, and US Army, as well as major IT organizations like Electronic Data Systems and Hewlett Packard Enterprise Services. Michelle’s training consistently achieves pass rates in the mid-80s to high-90s, with multiple 100% success classes. Her approach is grounded in real-world experience— having led quality management teams, service support and delivery units, and critical operations. This hands-on background enables her to deliver training that is both relatable and results-driven. She holds a BS in Business Administration, an MBA, and certifications in COBIT, ITIL, CGEIT, PROSCI, and PMP®. As an accredited trainer in VeriSM™, ITIL®, and Lean IT, Michelle empowers professionals to move beyond certification and contribute meaningfully to their organizations. Michelle exemplifies PassionIT’s Proven Path™ by helping learners apply ITSM principles in practical, high-impact ways. She lives in Northern Virginia and enjoys RV camping and traveling with family and friends.