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.


mhanson0
Mike Hanson Chairperson
UnitedHealth Group, Inc.
Michael Hanson has been involved with many aspects of IT over the last twenty-five years, from application development to desktop support. Today, he is a senior IT manager at UnitedHealth... read more
Michael Hanson has been involved with many aspects of IT over the last twenty-five years, from application development to desktop support. Today, he is a senior IT manager at UnitedHealth Group, Inc., proactively seeking ways to improve service delivery to over 86,000 clients through process improvement, knowledge and problem management, metrics and reporting, tool development, training, and business liaisons. He is an HDI-certified Support Center Manager and holds ITIL Foundations and Practitioner certifications. He is also a member of the HDI Desktop Support Leadership Council. less

Cay0
Cay Robertson Past Chairperson
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

Jennifer Alexander
Jennifer Alexander Board Member
Pepsico
My technical career started as a Desktop Support Technician at the Savannah College of Art and Design in 1996 where my husband was attending graduate school. I was hired... read more
My technical career started as a Desktop Support Technician at the Savannah College of Art and Design in 1996 where my husband was attending graduate school. I was hired by PepsiCo, Inc. in 1998 and have held several roles within the company since then. On the Help Desk, I was a Support Center Analyst and then became a Lead. During my time at the Help Desk, PepsiCo was awarded the 2008 HDI Team Excellence Award and I earned the HDI Support Center Team Lead Certification. I am currently the Desktop & Executive Support Manager for Plano, TX. In addition, I have responsibility for the repair processes across the U.S. and Canada. Besides my family, support and electronic gadgets are my passion! I’m also very excited to serve you on the HDI Desktop Support Advisory Board. 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

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

Kevin Boerschinger
Kevin Boerschinger Board Member
University of Wisconsin
Kevin Boerschinger is an IT professional with over 15 years of both technical and managerial experience. His current role as the Help Desk Manager at the University of Wisconsin Green... read more
Kevin Boerschinger is an IT professional with over 15 years of both technical and managerial experience. His current role as the Help Desk Manager at the University of Wisconsin Green Bay draws on his corporate information technology and hospitality management experience to build dynamic, customer service-focused technical support teams. Serving a diverse population of students, faculty and staff, Kevin mentors and trains his student technicians, a new generation of IT support professionals, in the methodology of IT service management and technical support fundamentals. Kevin is also administrator of the UW Green Bay campus knowledgebase UknowIT.uwgb.edu, a project he spearheaded to create a self-service technical support option for the campus and community. He and his wife live in Green Bay Wisconsin with their 3 small children. less

Lucia Caron
Lucia Caron Board Member
Vovici, a Verint Company
Lucia Jenkins has over 15 years of experience in the IT industry focusing on technical support operations, customer service, operations analysis, due diligence, managing rapid technical change, and process design... read more
Lucia Jenkins has over 15 years of experience in the IT industry focusing on technical support operations, customer service, operations analysis, due diligence, managing rapid technical change, and process design and implementation. Currently, Lucia directs IT support operations for Network Alliance, a distinguished IaaS firm in Northern Virginia. Prior to joining Network Alliance, she provided oversight and direction for all activities related to enterprise change management for the U.S. Department of Interior. Previous to her role with DoI, Lucia was a Principle with SRA International, where she facilitated the growth of the technical support organization from a local group to a national, highly-respected, technical support group and improved and standardized operations throughout the internal technology support organization Lucia has a Master’s of Science degree in Information Systems and Technology from University of Phoenix, and is currently pursuing a Doctorate degree in Management, Organizational Leadership, specializing in information systems and technology. She completed her Bachelor’s degree in Sociology at George Mason University in Fairfax, VA. Lucia has been involved with several committees and community organizations and particularly enjoys expending efforts in outreach and advocacy programs for young people, women and minorities, and programs related to education and technology. less

Mark Fitzgerald
Mark Fitzgerald Board Member
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

jgunkel468
Jenny Gunkel Board Member
Parkview Health
... read more

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

jkettlewell220
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

glouris117
George Louris Board Member
Custom Computer Specialists, Inc.
George is a results driven, IT executive with over 20 years of experience in Information Technology with expertise in envisioning and leading IT support initiatives grounded solidly on business and... read more
George is a results driven, IT executive with over 20 years of experience in Information Technology with expertise in envisioning and leading IT support initiatives grounded solidly on business and economic value. George currently serves as the Director of Support Services for Custom Computer Specialists, a leading IT Solutions Provider in the Northeast. He is committed to delivering world class IT support services for his clients focused on driving efficiencies and service excellence. As a respected team builder and passionate leader of customer-focused teams he instills a shared, enthusiastic commitment to customer service as a key driver to success. As a former engineer, help desk manager and service delivery manager, he has a proven history in leading, motivating, and coordinating technical teams to provide innovative technical solutions and ensure total customer satisfaction. With broad-based experience in business technology consulting, IT support operations, and service delivery he has experience in creating and implementing multiple solution offerings focused on helping clients provide the IT support services necessary to help them run their businesses successfully. George has held various technical certifications, is ITIL and HDI Support Center Director certified and is currently an officer of the board of the Long Island Chapter of the Help Desk Institute. He graduated Cum Laude with a Bachelor’s Degree in Computer Information Systems from Baruch College. less

Neal Mcmillen
Neal Mcmillen Board Member
Long View Systems Corporation
... read more

JXMolina
Jamie Molina Board Member
SV
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

Andy Nixon
Andy Nixon Board Member
... read more

Angee27
Angee Phong Board Member
ION Media
Angee Phong has over 12 years experience in the IT industry specializing in Service Support and Delivery. As the Director of IT Integration at ION Media Networks a leading... read more
Angee Phong has over 12 years experience in the IT industry specializing in Service Support and Delivery. As the Director of IT Integration at ION Media Networks a leading innovator in television content and technology, Angee is responsible for the strategic and operational success of the Technology Support Service Team. Prior to joining ION, she developed and managed both domestic and international Service Desk, Desktop Support and NOC teams in the talent acquisition industry. Angee has mentored several technicians during her career and the result has been impactful with 10 technicians receiving promotions within the last 7 years. She received her Bachelor of Science degree from East Stroudsburg University and holds various IT industry certifications including HDI’s Desktop Support Manager certification. Along with mentoring, Angee enjoys volunteering and staying active through paddle boarding, surfing and diving. less

nrozzi
Nenita Rozzi Board Member
Marsh & McLennan Companies, Inc.
Nenita Rozzi has over 20 years of experience in the IT field & is currently a Desktop Support Manager for Marsh & McLennan Companies in San Francisco. She graduated... read more
Nenita Rozzi has over 20 years of experience in the IT field & is currently a Desktop Support Manager for Marsh & McLennan Companies in San Francisco. She graduated from San Francisco State University with a Bachelor’s in Business emphasizing in Computers & Information Systems. In addition to managing Service Desk & Desktop Support teams, her background includes server & telecom administration, project management, asset & vendor management, and service & process improvement. She is currently the President of the San Francisco HDI Chapter. less

MRussell0
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

LindaT9157
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

Kristy Trice
Kristy Trice Board Member
L.L. Bean, Inc.
Kristy Trice has over 15 years of IT experience in service management and technical support. Currently, Kristy serves as the Manager of End User Computing Services at L.L.Bean in Freeport,... read more
Kristy Trice has over 15 years of IT experience in service management and technical support. Currently, Kristy serves as the Manager of End User Computing Services at L.L.Bean in Freeport, Maine. Kristy and her team provide engineering and technical support for all of L.L.Bean's end user computing equipment, both domestically and internationally. This includes PCs, MACs, monitors, printers, peripherals, registers, sound equipment, Blackberries, phones, network from desktop to CP’s, etc. Prior to L.L.Bean, Kristy worked as a Senior Manager of Help Desk, Procurement and Change Management at Warner Music Group in Burbank, California. She began her career as a Desktop Support Technician and Project Manager at the BP Amoco Research Center in Naperville, IL. Kristy earned her Bachelor's degree from Bryant University, and her MBA from Pepperdine University. In 2009, she received her Project Management Professional (PMP) certification. She resides in Maine with her husband and her energetic preschooler. Her interests range from supporting local sports to supporting international helpers, primarily in Africa. At present, she is enjoying the challenge of local triathlons. She is looking forward to serving on the HDI Desktop Support Advisory Board. less

Kerri Hanna
Kerri Hanna Board Administrator
HDI
Kerri has served as HDI’s Membership Coordinator since 2010 where she is responsible for local chapter operations, membership awards, forum meeting preparation and serves as the board administrator on several... read more
Kerri has served as HDI’s Membership Coordinator since 2010 where she is responsible for local chapter operations, membership awards, forum meeting preparation and serves as the board administrator on several HDI boards. 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