Desktop Support Advisory Board

The primary mission of the HDI Desktop Support Advisory Board is to provide advice and guidance for the creation of industry standards, best practices, research, and professional development to meet the unique needs of the desktop support community. This strategic group of industry leaders have committed to share their time and talents to serve our community and enhance the desktop support profession.

The HDI Desktop Support Advisory Board comprises twenty-five industry experts and practitioners that collectively represent over 380 years of desktop support experience. Representing organizations from different countries, industries, support models, and sizes, members provide critical insight into the trends and needs of the desktop support community.


DSTech
Jill Beckman Board Member
Boston University
Jill Beckman has over 13 years of experience in the Information Technology field, primarily focusing on client-facing support. Currently she is the Assistant Director for Boston University's Desktop Services, one... read more
Jill Beckman has over 13 years of experience in the Information Technology field, primarily focusing on client-facing support. Currently she is the Assistant Director for Boston University's Desktop Services, one of the branches of BU's support center. Her desktop support team consists of 35 staff, and supports over 75 departments and schools within Boston University. Desktop Services is also responsible for many University shared services, such as the desktop asset management system, imaging, virtual desktops, Authorized Service Repairs for most major manufacturers, and check-in support for personally owned devices. Additionally, Jill has experience with multiple ITSM solutions, including Numara’s FootPrints and ServiceNow, serving as BU’s chief client-focused resource for ServiceNow development design and training for its Incident Management Module. less

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John Kettlewell Board Member
George Mason University
John Kettlewell oversees and directs the operational aspects of George Mason University’s ITU Support Center, Desktop Support, and Data Center. He is also responsible for the development and direction of... read more
John Kettlewell oversees and directs the operational aspects of George Mason University’s ITU Support Center, Desktop Support, and Data Center. He is also responsible for the development and direction of information technology strategies for these areas which align with and support George Mason University goals. Mr. Kettlewell joined George Mason University in July, 2005, bringing more than 23 years of progressive information technology experience in the government, corporate, health, and higher education sectors. Prior to joining George Mason’s Information Technology Unit, Mr. Kettlewell served in several senior level director positions for Virginia State University, Virginia Health Quality Center, and Union Theological Seminary and Presbyterian School of Christian Education in Richmond, Virginia. At United Parcel Service in the 80s and 90s, he managed technology support services for various operational areas, served on special assignments, and led key technological deployments during the company's rapid adoption of new technologies. He is a veteran of the United States Army, serving at the United States Military Academy - West Point & the Pentagon where his main responsibilities included programming, analysis, and data center operations. As an adjunct professor, he instructed business, networking, and desktop computer courses. Mr. Kettlewell earned a Bachelor's degree in Mass Communications from James Madison University and a Master's degree in Business Administration from Averett University. He is a past member of the Association of Information Technology Professionals and the International Association of Privacy Officers; former Co-chairman, American Health Quality Association’s IT Workgroup; former President of the George Mason University’s Toastmasters; and is a member of the American Legion. less

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Brian Rabalais Board Member
Duke Energy
Brian Rabalais has over 23 years of experience in Information Technology (IT) for Duke Energy Company which is the nation’s largest electric power holding company. He began his career... read more
Brian Rabalais has over 23 years of experience in Information Technology (IT) for Duke Energy Company which is the nation’s largest electric power holding company. He began his career in IT as a Local IT support analyst at a fossil generating station and has held several other positions such as IT Customer Support Manager, Site IT Manager (nuclear generating site), and Enterprise Help Desk Manager. He currently serves as the Director of Local IT Customer Services with a team of professionals supporting over 27,000 workstation assets across 5 states. Brian is very involved in the HDI Desktop Forum having been a presenter and promotes greater visibility for the strategic direction of desktop and customer support. less

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Cay Robertson Board Member
Tampa Electric Company
Cay Robertson has over 25 years of experience in IT. She has worked at Tampa Electric Company for 32 years, holding positions from Cost Accounting, Asset Management, and Desktop... read more
Cay Robertson has over 25 years of experience in IT. She has worked at Tampa Electric Company for 32 years, holding positions from Cost Accounting, Asset Management, and Desktop Support. She currently manages an awesome Service Desk and Security Administration team for 3500 employees. Her Service Desk team won the HDI Team Excellence Award in 2009. She recently assisted in a successful deployment of Windows 7 and Office 2010. As a leader, she is constantly looking for ways to improve the quality of the Service Desk by participating in industry benchmarking studies, customer focus groups, and leadership book clubs. She participated in the creation of the 2011 HDI Desktop Support Practices & Salary Report and is a member of the HDI Editorial Board. She is currently the President of the Skyway HDI Chapter in Tampa. less

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Mike Russell Board Member
Jack in the Box
Mike Russell is a twenty-six-year veteran of the IT field in the San Diego area, with more than twelve years of technical support management experience. Much of Mike’s past experience... read more
Mike Russell is a twenty-six-year veteran of the IT field in the San Diego area, with more than twelve years of technical support management experience. Much of Mike’s past experience has been in the healthcare vertical; however, he recently transitioned into the retail field and is presently the senior manager of Restaurant Technology Support for Jack in the Box. An avid HDI supporter, he is also currently a member of the HDI Desktop Support Advisory Board and a local chapter officer. less

Mark Fitzgerald
Mark Fitzgerald Chairperson
Boise State University
Mark Fitzgerald has been involved with desktop support in higher education for nearly 15 years. During this time he has been greatly involved with HDI. He has presented... read more
Mark Fitzgerald has been involved with desktop support in higher education for nearly 15 years. During this time he has been greatly involved with HDI. He has presented several times at HDI’s Annual Conference, at local chapter meetings, and at HDI’s Higher Ed Forum. Is a member of the steering committee for the Higher Ed less

Roy Atkinson
Roy Atkinson Board Member
HDI
Senior Writer/Analyst at HDI. He is "Ask the Expert," the chief writer for white papers, SupportWorld articles, and a key in-house subject matter expert, holding both ITIL and HDI certifications.... read more
Senior Writer/Analyst at HDI. He is "Ask the Expert," the chief writer for white papers, SupportWorld articles, and a key in-house subject matter expert, holding both ITIL and HDI certifications. Roy is a member of HDI's International Certification Standards Committee (ICSC). Find him on Twitter: @HDI_Analyst / @RoyAtkinson less

Rick Joslin
Rick Joslin Board Member
HDI
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings. Rick is a... read more
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings. Rick is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations with the implementation of KCS. He is also a certified instructor for the HDI certification courses. Prior to joining HDI, Rick was a Principal Consultant with IHS Support Solutions. Formerly, Rick was the VP of Customer Care for ServiceWare, VP of RightAnswers.com, and VP of Knowledge Engineering. Rick was responsible for the production of the industry’s leading third-party knowledge bases, known as Knowledge-Paks. A winner of the 1999 Service 25 Award, Rick has been widely acknowledged as one of the most influential luminaries in the support industry. Rick is the author of the HDI Focus Book on Knowledge Management, the HDI Focus Book on the Knowledge Management Maturity Model, and a contributed the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is an active member of the Consortium for Service Innovation’ KCS Program Committee and serves on the Strategic Board of Advisors for HDI and the Advisory Council of Indiana University of Pennsylvania's Business College. He was a founding member, chairman, and director-at-large of HDI’s Member Advisory Board, and continues to serve as a chairman emeritus on this board, on the HDI Training Advisory Board, and the HDI International Certification Standards Committee. Rick was a founding advisor for the Help Desk Professionals Association, as well as the president and chapter advisor in the Pittsburgh Chapter of HDI. Rick has served as a judge for the 10 Best Support Websites sponsored by the Association of Support Professionals, as a judge for the HDI Team Excellence Award sponsored by HDI, on the Eservice Standard Advisory Board sponsored by Service & Support Professionals Association (SSPA), and on the HDI Support Center Certification Committee. less

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Jamie Molina Board Member
Jamie Molina is an experienced technology leader with over 15 years of experience in Information Technology across multiple disciplines. In his current role as the Director of Information Technology for... read more
Jamie Molina is an experienced technology leader with over 15 years of experience in Information Technology across multiple disciplines. In his current role as the Director of Information Technology for StriVectin, the largest independent prestige skin care company, Jamie oversees the Infrastructure, IT Operations, Telecommunications, and Support Services for the organization worldwide. Additionally, Jamie works closely with the CIO in the development of the overall IT strategy and annual budgets. Jamie holds an MBA from Binghamton University, a BBA - Computer Information Systems from Baruch College, is a Certified Project Manager (PMP), and a Certified Information Security Manager (CISM). Jamie is also a member of the Project Management Institute, ISACA, and HDI. As an active member of the IT community, Jamie is involved with a number of service organizations. Currently, Jamie is serving as a chapter officer with the NYC Chapter of HDI and is a member of HDI’s Desktop Support Advisory Board. less

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Linda Toro Board Member
Fish & Richardson
Linda Toro is the Manager of IT Support Services at Fish & Richardson, P.C. She received her Associates of Science in 1989 and has been active in the service... read more
Linda Toro is the Manager of IT Support Services at Fish & Richardson, P.C. She received her Associates of Science in 1989 and has been active in the service industry for over fifteen years. Linda has been a member of HDI for six years and is a Certified Microsoft Office Specialist, HDI Certified Desktop Support Manager and ITIL foundation certified. Linda designs, develops and implements the firm’s desktop support programs based on Information Technology Strategic Plans and identifies organizational needs using a variety of innovative approaches, in accordance with techniques and practices appropriate for law firm organizations. In her current position, she has implemented a successful in-house support center and supervises over 15 team members. Her recent projects include planning deployment of Office 2013 to the firm and, providing team oriented and customer service training for the IT Team and continues to champion user support within Fish & Richardson, P.C. less

Kerri Hanna
Kerri Hanna Board Administrator
HDI
Kerri is the program specialist, local chapters and has been responsible for local chapter operations, membership awards and serves as the board administrator on several HDI boards since 2010. Kerri... read more
Kerri is the program specialist, local chapters and has been responsible for local chapter operations, membership awards and serves as the board administrator on several HDI boards since 2010. Kerri is HDI Certified in Customer Service Representative and Support Center Analyst. Kerri also holds a B.A. in Interdisciplinary Studies from the University of Northern Colorado. less