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Exhibitors
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Saturday,  April 17,  2004

     7:00am - 8:00am Pre-Conference Registration
     8:00am - 5:00pm 2 Day Pre-Conference Workshops
 
Pre 1
Customer Support Specialist (CSS)
Virginia Scuderi,
Competitive Advantage, Inc.
 
 
Pre 2
Help Desk Analyst (HDA)
Kristin Robertson,
KR Consulting, Inc.
 
 
Pre 3
Help Desk Manager (HDM)
Judy Benda,
Help Desk Institute
 
 
Pre 4
Knowledge-Centered Support Foundations
Richard Joslin,
IHS Support Solutions
 

     3:00pm - 6:00pm

Registration/Information Open

Sunday,  April 18,  2004

     7:00am - 6:00pm Registration/Information Open
   
     8:00am - 3:30pm 2 Day Pre-Conference Workshops Continued
   
     8:00am - 3:30pm 1 Day Pre-Conference Workshops
 
Pre 5
The Help Desk Audit: Blueprint for Success
Julie L. Mohr,
Alternative Resources Corporation
 
 
Pre 6
Securing Your Microsoft Network
Mark Minasi,
Minasi Research and Development, Inc.
 
 
Pre 7
Coaching For Service Success
Greg Cortopassi,
Launch Your Dreams
 
 
Pre 8
Advanced Metrics
John Custy,
JPC Group
 
 
Pre 9
Essential Writing Skills to Support E-mail and Web Self-Service
Leslie O'Flahavan,
E-WRITE, Marilynne Rudick,
E-WRITE
 
 
Pre 10
Culture Building Is Team Building on Steroids!
Kirk Weisler,
Help Desk Institute, Jim Cain,
Teamwork & Teamplay
 
 
Pre 11
The Bridge
Joel Ramseyer,
The Diagonal Group, LLC, Jennifer Streitwieser,
The Diagonal Group, LLC
 
   
     12:00pm - 3:30pm HDI Local Chapter Officers Meeting
   
     3:00pm - 3:30pm Conference Orientation for First Time Attendees
   
     4:00pm - 5:30pm
   
     5:30pm - 8:00pm "The Boardwalk" Exhibit Hall Open
   
     5:30pm - 8:00pm "The Oasis" Conference Lounge Open
   
     5:30pm - 8:00pm Welcome Reception

Monday, April 19, 2004

     7:00am - 6:00pm Registration/Information Open
     7:00am - 6:00pm Conference Services: Cyber Café Message Center; Support Superstore and CD Sales
     7:00am - 8:00am Continental Breakfast and Daybreak Discussions in "The Oasis"
     7:00am - 8:00am "The Captains" Executive Breakfast and Networking
     8:30am - 9:30am
     9:45am - 11:00am Session Block 1
 
101
The HDI Support Model: A New Vision
Ron Muns,
Help Desk Institute
 
 
102
Driving the Evolution from Customer Satisfaction to Customer Loyalty
Bob Ulrich,
Cisco Systems, Inc.
 
 
103
What Are You Doing to Align IT with the Business?
Malcolm Fry,
Remedy
 
 
104
Self-Service: Achieving Incremental Progress Over Delayed Perfection
Kurt Johnson,
Courion Corporation
 
 
105
Enterprise Rent-A-Car's Implementation of ITIL Best Practices
Deanna N. Harris,
Enterprise Rent-A-Car
 
 
106
Ten Ways to Develop Help Desk Excellence
Jeff Davis,
TheJeffDavis.com
 
 
107
Breakthrough Service Performance
Greg Cortopassi,
Launch Your Dreams
 
 
108
The Longhorn Preview
Mark Minasi,
Minasi Research and Development, Inc.
 
 
109
Unburdening Password Management
Bruce Macdonald,
M-Tech, Cameron Kracke,
Best Buy Co, Inc.
 
 
110
Real HD: Mapping Out Help Desk Processes
Julie L. Mohr,
Alternative Resources Corporation
 
 
111
Service Management Delivers Returns
Jim Bennight,
Thompson RIA
 
    11:15am - 12:30pm Session Block 2
 
201
The IT Process War: End-To-End Problem Management
Kris Brittain,
Gartner, Inc.
 
 
202
Introduction to Knowledge-centered Support
Greg Oxton,
Consortium for Service Innovation
 
 
203
Purchased or Hosted Applications: Now You Have a Real Choice
Bart Barthold,
Support Services Consulting
 
 
204
What Is Your Customer Service IQ?
Nancy Friedman,
Telephone Doctor, Inc.
 
 
205
Rationally Managing the Irrational
Chris Fujinami,
Kepner-Tregoe, Inc., Andrew C. Marshall,
Kepner-Tregoe, Inc.
 
 
206
Defining Skills & Competencies for Your Support Center Analysts
Jennifer Streitwieser,
The Diagonal Group, LLC
 
 
207
If You Want to Marry a Queen, First Act Like a King
Art Coombs,
KomBea Corp.
 
 
208
Technology Deployment in the Mobile and Wireless World
Todd Lammle,
GlobalNet Training, Inc.
 
 
209
Driving Faster Problem Resolution with Support Automation: A Case Study
Guy Rogissart,
Belgacom, Simon King,
Enterprise Solutions
 
 
210
Developing an Effective Support Structure
Kristin Robertson,
KR Consulting, Inc.
 
 
Show 2
The God Father Part IV - "Beyond the Horses Head"
Don Page,
The Marvel Group for Stroma Service Consulting
 
     12:00pm - 6:30pm
     12:30pm - 2:30pm "The Captains" Luncheon and Executive Networking
   
     12:30pm - 2:30pm Lunch in "The Oasis"
     2:30pm - 3:45pm The Celebrations
 
C1
Then and Now: Comprehending the New New Economy
Guy Kawasaki,
Garage Technology Ventures
 
 
C2
Becoming a Category of One
Joe Calloway,
Becoming A Category Of One
 
 
C3
No Excuses!
Jay Rifenbary,
Rifenbary Training & Development Center
 
     4:00pm - 5:15pm Afternoon Under the Palms
 
Palms 1
“The Captains” – Executive Networking
Ron Muns,
Help Desk Institute
 
 
Palms 2
The Bridge: A Network to Carry You Beyond the Conference
Joel Ramseyer,
The Diagonal Group, LLC, Jennifer Streitwieser,
The Diagonal Group, LLC
 
 
Palms 3
HDI Local Chapter Community Swap Meet
Brenda Iniguez,
Chairman, HDI Local Chapter Advisory Board
 
 
Palms 4
Education Support Community Swap Meet
Mark Fitzgerald,
Brigham Young University
 
 
Palms 5
Government Support Community Swap Meet
Richard Riggs,
Titan
 
 
Palms 6
Sixty Ideas to Motivate, Reward, and Celebrate Your Team in Sixty Minutes
Greg Cortopassi,
Launch Your Dreams, Art Coombs,
KomBea Corp., Kirk Weisler,
Help Desk Institute, Mark Rosenberger,
WOW! Performance Coaching, Inc., Julie L. Mohr,
Alternative Resources Corporation
 
 
Palms 7
Tech Tips Mania
George Spalding,
Pink Elephant, Mark Minasi,
Minasi Research and Development, Inc., Todd Lammle,
GlobalNet Training, Inc.
 
 
Palms 8
Site Certification: Practical Advice
John Custy,
JPC Group, Cyrus Howells,
Allegheny Energy, David Smith,
AT&T Client Care Center, Dan Pasquerilla,
QAD Global Learning & Support
 
 
Palms 9
Resolved - 20 Issues in 60 Minutes
Eric Rabinowitz,
Dema Education
 
     6:30pm Dinner Groups

Tuesday,  April 20,  2004

     7:00am - 6:00pm Registration Open
     7:00am - 5:30pm Conference Services: Cyber Café Message Center; Support Superstore and CD Sales
     7:00am - 5:30pm "The Oasis" Conference Lounge Open
   
     7:00am - 8:00am Continental Breakfast and Daybreak Discussions in "The Oasis"
   
     7:00am - 8:00am "The Captains" Executive Breakfast and Networking
   
     8:15am - 9:30am
     9:45am - 11:00am Session Block 3
 
301
From Tactical to Strategic: Contact Centers Evolve to Help Meet Corporate Business Objectives
John Ragsdale,
Forrester Research, Inc.
 
 
302
Offshore Contact Centers: Fear, Uncertainty, and Doubt (FUD)
Art Coombs,
KomBea Corp.
 
 
303
Getting to the Root Cause
Herb Schmoll,
Sunbeam Products, Inc.
 
 
304
Marriott Systems Support Center: Best Practices
Marriott Systems Support Center,
 
 
305
Capture in the Workflow: It Really Works
Lynn Llewellyn,
Legato Systems, Inc. , Charlie Isaacs,
Primus Knowledge Solutions, Inc.
 
 
306
Ten Essential Writing Skills for Help Desk Techies
Leslie O'Flahavan,
E-WRITE
 
 
307
EQuip Yourself
J.P. Pawliw-Fry,
Institute for Health & Human Potential
 
 
308
Microsoft Certified Desktop Support Technician (MCDST): An Inside Look at the New Certification
George Spalding,
Pink Elephant
 
 
309
Service Desk Knowledge Management: Practical Lessons Learned
Mary K. Gay,
Ferguson Enterprises, Inc., Peter Gilbert,
Computer Associates
 
 
310
Metrics 101
John Custy,
JPC Group
 
 
Show 3
Delivering Knowledge Powered Solutions to the Help Desk
Scott Schwartzman,
ServiceWare Technologies, Inc.
 
     11:15am - 12:30pm Session Block 4
 
401
American ITIL: The Challenge and Success of ITSM
Ken Wendle,
Hewlett-Packard Company
 
 
402
Creating Actionable Feedback and Delighting Your Customers
Cynthia Grimm,
TARP
 
 
403
Composite Scoring: A Balanced View of Performance
Jonathan Boldt,
Sprint
 
 
404
Performance-Based Contracting
Richard Riggs,
Titan
 
 
405
The ABC's of ASP's
Renee Harwood,
NonprofitBooks, B2P Commerce Corp.
 
 
406
Stop Talking. Start Communicating.
Mark Wiskup,
Mark Wiskup Communications, Inc.
 
 
407
Trapeze Buddies
Mark Rosenberger,
WOW! Performance Coaching, Inc.
 
 
408
The Future of Mobility
Todd Lammle,
GlobalNet Training, Inc.
 
 
409
Is Your Last Call As Good As Your First: A Look At Emerging Technologies
Jon Peachey,
KomBea Corp.
 
 
410
Six Keys to Superior Service
Greg Gustafson,
IBM Global Services- Americas End User Customer Services
 
 
Show 4
Using Service Level Agreements for IT Business Management
Ed Chopskie,
Peregrine Systems
 
    12:00pm - 5:30pm "The Boardwalk" Expo Hall Open
   
    12:30pm - 2:00pm Lunch in "The Oasis"
   
    12:30pm - 2:00pm "The Captains" Luncheon and Executive Networking
   
     2:00pm - 3:15pm The Celebrations
 
C4
State of the Support Industry: Perspectives and Trends
Philip Verghis,
The Verghis Group, Inc.
 
 
C5
Positively Outrageous Service
T. Scott Gross,
T. Scott Gross and Company, Inc.
 
 
C6
The Way It Was Is Not the Way It Is. . .
Carl Hammerschlag,
 
     3:30pm - 4:45pm Session Block 5
 
501
Consolidating Global and Regional Support Operations Across the Enterprise
Darin Vandecar,
Intel Corporation, Ron Hurle,
Intel Corporation
 
 
502
IT In-Sourcing: Bringing Services Back In-House
Robert F. Barnes Jr.,
Bank One
 
 
503
Service Level Agreements: Are They Worth the Paper They’re Written On?
Lindsay Parker,
Hewlett-Packard
 
 
504
Measuring Customer Satisfaction: A Do-It-Yourself Kit
Aale Roos,
Help Desk Institute Nordic, Inc.
 
 
505
Knowledge Driven Service for Continuous Quality Improvement
Ron Hicks,
Managed Services Delivery
 
 
506
Improvement, Innovation & Ingenuity: Jump Starting Your Service Staff
Joanne Smikle,
Smikle Training Services
 
 
507
Using Working Styles Awareness to Improve Customer Service
Jennifer Streitwieser,
The Diagonal Group, LLC
 
 
508
The Art of Network Troubleshooting: How to Fix Any Network Problem
Mark Minasi,
Minasi Research and Development, Inc.
 
 
510
Celebrating Customer Complaints
Jayne Kowal,
Customer Service Works
 
 
511
Strategies for Spikes and Peaks: Ten Reps for the Price of One
Randy Rubingh,
WageWorks, Inc.
 
 
Show 5
Insight Into Your Customers' Experience
Charlie Isaacs,
Primus Knowledge Solutions, Inc.
 
     5:30pm - 6:00pm "The Boardwalk" Expo Hall Prize Giveaway
   
     7:00pm - 10:00pm Sunset Celebration Conference Party

Wednesday,  April 21, 2004

     7:00am - 1:00pm Registration/Information Open
     7:00am - 1:00pm Conference Services: Cyber Café Message Center; Support Superstore and CD Sales
     7:00am - 1:00pm "The Oasis" Conference Lounge Open
     7:00am - 8:00am Continental Breakfast and Daybreak Discussions in "The Oasis"
     8:15am - 9:30am Session Block 6
 
601
Critical Success Factors for Managing Changes, Releases, and Migrations
Malcolm Fry,
Remedy
 
 
602
IT IQ and Organizational Effectiveness: Achieving ROI through IT Services
Samantha Howland,
Visalign
 
 
603
Working with Support Teams Beyond the Help Desk
Char LaBounty,
LaBounty and Associates, Inc
 
 
604
Transitioning to Centralized Call Center Support: The Paradigm Shift
David L. Farris,
U.S. Department of Agriculture (USDA), Animal Plant He
 
 
605
You Want To Go-live When?
Valli Davis,
Hyperion Associates, David K. Pray,
EDS
 
 
606
The Sound of Quality: Keys to Effective Call Monitoring
Mary Cruse,
Cardinal Health Automation and Information Services
 
 
607
Why Is There a Hockey Rink in My Support Center?
Timothy Dock,
Travelers Property Casualty
 
 
608
Help Desk Tools and Technologies That Cost Less
Eugene Ball,
Help Desk Solutions, Inc.
 
 
609
Leveraging Self-Service and Knowledge for Global Intranet Support
Joseph Buckshaw,
Computer Associates, Michael Getz,
Computer Associates
 
 
610
Tackling the Top 10 Staffing Issues in Your Support Center
Katherine Spencer Lee,
Robert Half Technology
 
 
611
How to Create Effective Marketing Programs and Tools
Heather Donnelly,
 
 
Show 6
Autobahn: The Driving Force Behind Business Process Management
Marty Kurzinski,
Enterprise Computer Solutions, Inc.
 
     9:45am - 11:00am Session Block 7
 
701
Help Desk of the Future: The Service Management Center
George Spalding,
Pink Elephant
 
 
702
The Desktop Integration Center: Lassoing the Runaway Desktop
Nancy Alter,
Penn Mutual Life Insurance Company, Deanne McBeath,
Penn Mutual Life Insurance Company
 
 
703
Taking It To The Streets: Creating a Mobile Service Desk
Scott Koon,
Mayo Clinic
 
 
704
Increase Uptime By Improving Software Reliability: How Can the Help Desk Help?
Robert Crosley,
Wise Solutions
 
 
705
Marketing the Strategic Value of the Service Desk
Carlos A. Hidalgo, Jr.,
Magic Solutions, A Network Associates Business
 
 
706