International Certification Standards Committee | Technical Service and Support

Abby Adeniji

Independent

Abby has been an influential member of HDI since 2005. She is a local chapter officer in the Long Island chapter of HDI and a charter member of the... read more

Abby has been an influential member of HDI since 2005. She is a local chapter officer in the Long Island chapter of HDI and a charter member of the HDI Government Forum. She currently serves as the Senior IT Project manager for Tax Processing Operations Support in the IRS whose mission is to provide project management oversight for print operations and the volunteer income tax hardware distribution program. As a former IT Service Desk Quality Assurance Manager for the IRS with over fifteen years experience in Information Technology management, she has proven her ability to meet or exceed client expectations in service delivery. Abby holds a B.S. in Mathematics and MBA from St. Joseph’s College. She is a member of PMI and is ITIL v3 Foundation certified. less

Patti Albright

HDI

Patti Albright is the manager of services at HDI, where she is responsible for the management and development of the HDI Support Center Certification program, HDI Support Center Assessment services,... read more

Patti Albright is the manager of services at HDI, where she is responsible for the management and development of the HDI Support Center Certification program, HDI Support Center Assessment services, and the HDI Customer Satisfaction Index Service. She also oversees the HDI International Certification Standards Committee subcommittee that is responsible for the development and maintenance of the HDI Support Center Standard. She is a frequent presenter at industry events, and serves as a part-time faculty member at Lakeland Community College in Kirtland, Ohio, where she teaches Help Desk Concepts and Management.

Patti has been involved in the implementation and support of technology for more than twenty-five years. Prior to joining HDI, she served the industry as an independent consultant focused on helping support centers improve performance, and as a practitioner managing end user support in the legal industry. She has held business and technology management positions in non-profit, small business, and corporate environments. As an active member of HDI, she has served as a volunteer local chapter officer and advisor, a member of the HDI Member Advisory Board, a judge at the national level for the HDI Analyst of the Year and Team Excellence Awards, and on several HDI standards update committees.

HDI-Certified Auditor since 2003
HDI Member since 1997

Certifications:
HDI: HDI-SCD, HDI-DSM, HDI-SCM, HDI-SCTL, HDI-SCA
ITIL: v2 Foundation, v3 Foundation
ISO/IEC 20000: Foundation
COBIT: Foundation 4.1 Certificate
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Terry Allen

NuSystems Consulting

Terry Allen has more than 35 years of experience in the IT and support industry, holding a variety of service desk and desktop positions, including level one and level two... read more

Terry Allen has more than 35 years of experience in the IT and support industry, holding a variety of service desk and desktop positions, including level one and level two analyst, manager, solution director, project manager, and independent consultant. He has designed, implemented, managed, and improved multiple desktop support organizations as well as implemented new business processes and technologies. He has a passion to assist organizations who understand the business value of their IT systems management function and desire to provide their customers with world-class support.

At Buchanan Technologies, he created and grew their support center consulting services line of business and at CompuCom served as a senior manager for service desk, field support, and call center operations. He is currently principal consultant with NuSystems Consulting, providing IT service management consulting to clients.

Terry has been actively involved with HDI for over 15 years, serving as a local chapter officer, regional director, member of the Member Advisory Board, a judge at the national level for the HDI Analyst of the Year and Team Excellence Awards, and has served on HDI’s international support center and desktop standards committees.

He has a BS from the California Institute of Technology and an MBA degree from the University of Southern California, is an HDI-Certified Help Desk Analyst and Manager, holds the ITIL Foundations certification, and has audited multiple service desk and customer support operations.
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Darrell Bond

RADAR Solutions Group Inc

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Rae Ann Bruno

Business Solutions Training

Rae Ann Bruno is the President of Business Solutions Training, Inc., a firm focused on experiential training for process improvement, business-aligned leadership and team development. Rae Ann is known for... read more

Rae Ann Bruno is the President of Business Solutions Training, Inc., a firm focused on experiential training for process improvement, business-aligned leadership and team development. Rae Ann is known for her interactive, information packed training courses and her ability to tailor information to her participants so that they can apply it in their respective roles. She has trained all levels of employees in the areas of communications, high performance teaming, DISC Profile, and leadership skill building with a special emphasis on Information Technology. Rae Ann has over 15 years of management experience with an emphasis on process re-engineering, employee development, and business alignment of IT services. Formerly the Vice President of Strategic Relations for Previo, Rae Ann was the publisher of Previo’s eZine, eSupport Perspectives and has authored many articles and white papers published in various support and service industry publications. In this role, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Prior to Previo, Rae Ann was the Director of IT Customer Service for Siemens Energy & Automation (SE&A) where she started up an IT training and documentation department, re-engineered the Service Desk, and implemented Incident Management, Problem Management and Service Level Management across the IT organization. She came to SE&A from Cutler-Hammer where she re-engineered the Support and Security teams in her role as Enterprise Support Manager. In her previous role as the Training & Documentation Manager, she worked closely with the business units to develop and deliver business-focused training and support. Her training team won the Cutler-Hammer Award for their innovative and successful training program focused on raising the computer literacy of the Cutler-Hammer sales force through organized peer training. Rae Ann has her ITIL Service Management Foundation Certificate and is a certified trainer HDI Professional, Knowledge Management, Team Lead, Manager and Director Certifications. Rae Ann was nominated for the 2001 Computer World Premier 100 and was the recipient of the 99 Service Award from Service News. She was the co-chair of the Georgia 100 Mentoring program Alumnae Association and served on the World Leadership Team for Help Desk 2000. She is a regular speaker at leadership and support conferences. less

Cintia Caputto

HDI Brasil

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Brandon Caudle

Stone Cobra

Brandon Caudle is a seasoned service desk and IT professional with more than 15 years of customer service and support experience. His experience working with, leading, and directing virtual teams... read more

Brandon Caudle is a seasoned service desk and IT professional with more than 15 years of customer service and support experience. His experience working with, leading, and directing virtual teams in a 24x7 support environment across multiple states and time zones has given him a unique skill set for world class customer service. His background includes consolidating service desks, creation and implementation of 24x7 follow-the-sun support model and also enterprise-wide adoption of consistent incident management best practices and processes.

Brandon is the past president of the Sacramento Chapter of HDI, current western regional director and he proudly carries the HDI Help Desk Manager Certification. His passion is customer service and willingly shares his thoughts and experiences both online and in speaking to HDI and other groups. less

Luiz Couto

HDI Brasil

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John Custy

JPC Group

John Custy is the founder and principal of JPC Group, a professional services company focused on the three key factors of IT Service Management (ITSM): people, process, and technology. He... read more

John Custy is the founder and principal of JPC Group, a professional services company focused on the three key factors of IT Service Management (ITSM): people, process, and technology. He has over twenty-five years of experience working in IT services and service management organizations. John is an ITIL-certified Service Manager/Expert, a certified ISO9000 Internal Auditor, and an Exin/TUV and itSMF certified ISO/IEC 20000 Consultant. He is a member of the HDI Faculty, an HDI-Certified Auditor, and a Subject Matter Expert (SME) for the HDI Individual Certification Standards and HDI Support Center Certification Standard. He is also an Exin Accredited trainer for ITIL, ITSM Professionals based on ISO/IEC 2000 and Information Security Management based on ISO/IEC 27002. He was a key contributor to the development of the HDI Support Center Certification program and other industry certification programs. He is a member of the HDI International Certification Standards Committee and the Exin Professionals Group.

Prior to founding JPC Group, John was employed by ZD/Softbank as the Director of Professional Services where he was responsible for managing a consulting services group and training organization. He also held Product Management and Quality Management positions with global computer vendors, and served as a faculty member at Merrimack College where he taught programming. He has a BS from UMass Lowell and has a MA in Innovation & Technology from Boston University.

HDI-Certified Auditor since 2001
HDI Faculty Member since 1995
HDI Member since 1993

Certifications:
HDI: HDI-CSS, HDI-SCA, HDI-SCTL, HDI-SCM, HDI-SCD, HDI-KCS
CSI (Consortium for Service Innovation): KCS verified v4 Trainer
ITIL v3: Foundations, ITIL Intermediate (SS, SD, ST, SO, CSI, PPO, SOA, OSA, RCV), Expert
ITIL v2: Foundations, ITIL Practitioner (IPAD, IPSR, IPPI), Service Management Manager
ITSM Professional based on ISO/IEC 20000: Foundations, Alignment of IT Services, Support of IT Services, Manage and Improvement of IT Services, Release & Control of IT Services, Manager/Consultant
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Paul Dooley

Optimal Connections, LLC

Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering IT and support center best-practices training, consulting, assessment, and audit services.... read more

Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering IT and support center best-practices training, consulting, assessment, and audit services. As an HDI Faculty Instructor, he delivers HDI skills-based HDI-SCA, HDI-SCTL, and HDI-SCM classes across the U.S and in other countries. As a certified ITIL Instructor and ITIL Expert, he teaches the ITIL framework of best practices, including ITIL Foundation and Intermediate courses. He also delivers professional support center and IT assessments and HDI Support Center Certification audits. He strives to help his clients reduce costs, while increasing customer satisfaction and boosting staff productivity. Paul is a regular contributor of support industry articles, white papers and Focus Briefs, many of which can be found through the HDI website and e-store. He is also a regular speaker at HDI and itSMF national events and local chapter meetings. A contributing member of HDI since 2003, Paul helped define and establish the HDI Support Center Standard, the HDI Support Center Analyst Certification Standard, and the HDI Support Center Manager Certification Standard. As Education Chair, Paul serves on the Board of Directors of the itSMF Los Angeles Local Interest group. He holds a Bachelors in International Relations (BA) and a Masters in Business Administration (MBA). HDI-Certified Auditor since 2003 HDI Faculty Member since 2004 HDI Member since 2002 Certifications: HDI: HDI-SCA, HDI-SCTL, HDI-SCM ITIL v3: Foundations, Intermediate (SS, SD, ST, SO, CSI), Capability (PPO, RCV, OSA), Expert ITIL v2: Foundations, Service Desk and Incident Management Practitioner, Service Manager less

Ken Griffith

Cleveland Clinic Health System

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Keith Harris

Lockheed Martin

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Nathan Harvey

Genuine Parts Company

Nathan Harvey is currently the Dallas Support Center Manager for Genuine Parts Company providing technical support to almost 6,000 NAPA auto parts stores across the US. Prior to being with... read more

Nathan Harvey is currently the Dallas Support Center Manager for Genuine Parts Company providing technical support to almost 6,000 NAPA auto parts stores across the US. Prior to being with GPC, Nathan was the Service Desk Manager for FedEx Kinko’s providing 24x7 technical support to 20,000 FedEx Kinko's employees at over 1,400 retail locations. Nathan has been in the support industry since 1998 filling the roles of First Level Support Representative, Team Lead, Second Level Specialist, Supervisor, Engineer and Manager. Nathan started his management career in 2004 overseeing support for the largest technology deployment FedEx Kinko's has completed; deploying a new point of sale and workflow management system to every FedEx Kinko's retail location. Nathan is an HDI certified Support Center Manager (SCM) and holds and ITIL Intermediate Capability Certification in Operational Support and Analysis (OSA). Nathan also serves on the HDI International Certification Standards Committee. less

David Isaac

QAI India Ltd.

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John Jester

BJC HealthCare

John Jester is a Team Supervisor for BJC HealthCare in St. Louis, Missouri. John supervises the day-to-day operations of the Customer Support Center that provides support for the 13 hospitals... read more

John Jester is a Team Supervisor for BJC HealthCare in St. Louis, Missouri. John supervises the day-to-day operations of the Customer Support Center that provides support for the 13 hospitals and 26,000+ employees served. He has more than 10 years of experience in the Information Services industry. John is active in the HDI Gateway local chapter in St. Louis, MO. John joined its board of directors and has served as the VP of Finance since 2006. The chapter achieved Platinum status in the HDI Circle of Excellence program in 2009. less

Lynn Johnson

Carnival Corporation

Lynn Johnson is the Manager of End User Support at Carnival Cruise Lines, where she manages both the Technical Support Desk and the Desktop Support groups. She has more... read more

Lynn Johnson is the Manager of End User Support at Carnival Cruise Lines, where she manages both the Technical Support Desk and the Desktop Support groups. She has more than 25 years of experience in the Information Technology industry, ranging from desktop support to network administration to training, and she holds the HDI Support Center Manager and ITIL Foundation v2 certifications.
Lynn joined Carnival in April 1988 and took over the management of the support desk in October 2005. During her tenure at Carnival, she has been responsible for project coordination and delivery of new technology to all Carnival locations. Lynn has served as logistics coordinator for thirteen new ship deliveries and IT project manager for all Carnival new builds and refreshes since 2002.
Lynn is active in the HDI South Florida local chapter. After attending an interest group in September 2008, Lynn joined its board of directors as the Co-VP of Programs and worked on the team that breathed life back into the chapter which had been inactive for several years. The chapter achieved gold status in the HDI Circle of Excellence program in its first year.
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Rick Joslin

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

John Livingston

University Hospitals

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Katherine Lord

Quint Wellington Redwood

As a certified instructor for HDI and part of their global faculty, Katherine teaches all of the HDI certification courses. She draws on knowledge and skills acquired through a decade... read more

As a certified instructor for HDI and part of their global faculty, Katherine teaches all of the HDI certification courses. She draws on knowledge and skills acquired through a decade of IT support management and six years of service management consulting to bring her classrooms to life with real world examples. Additionally, Katherine is an ITIL v3 Expert, ITIL v2 Service Manager (with distinction), and a Six Sigma Yellow belt. Also, she holds various practitioner level certifications and industry-recognized Director and Service Desk Manager certifications. Katherine is a seasoned ITSM Practitioner with significant consulting expertise in the ITSM/ITIL education and implementation space. Katherine’s service management consulting expertise includes a focus on benchmarking, gap assessments, and road map development for process improvement. Prior consulting, Katherine spent over ten years managing IT support functions in Canada and the US and has specialized in turning “Help-less Desks” into value added entities with an improved business focus, renewed vision, and customer centric fundamentals. less

Steve Matthews

DorLind, LLC

Steve Matthews is founder and principal consultant at DorLind, LLC, a consulting and training firm focused on promoting IT service management. He serves clients in both private and public... read more

Steve Matthews is founder and principal consultant at DorLind, LLC, a consulting and training firm focused on promoting IT service management. He serves clients in both private and public sector organizations. He became an HDI Certified Auditor in 2012. He serves as a member of the HDI International Certification Standards Committee.

Steve is an experienced and seasoned consultant, mentor, visionary, and accredited trainer with over 28 years of experience. He has held positions in information technology management, applications development and support, service desk, technical support, operations, and systems administration. He holds a B.S. in Business Administration from the University of Louisville and possesses two of the highest level IT Service Management (ITSM) related certifications. Steve has the distinction of being one of only sixteen ISO/IEC 20000 ECM certification holders worldwide.

HDI-Certified Auditor since 2012
HDI Member since 2011

Certifications:
ITIL: v3 Expert
ISO/IEC 20000: Executive Consultant Manager (ECM); ITSM Auditor according to ISO/IEC 20000
The priSM® Institute: Distinguished Professional in Service Management (DPSMCM)
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Simone Moore

Help Desk Association Australia (HDAA)

Simone is Director for Business Development & Training at HDAA which is HDI’s Australasian Gold Country partner since 1999. Besides conducting many of the HDI certification programs, ITIL and consulting... read more

Simone is Director for Business Development & Training at HDAA which is HDI’s Australasian Gold Country partner since 1999. Besides conducting many of the HDI certification programs, ITIL and consulting in Service Management, Simone is responsible for HDAA’s Membership Services, the development of the Learning Program, workshops, events and high-level Instructor support. Simone engages in a depth of knowledge, collaboration, sense of humour and a learning approach that is thought provoking, interesting and relevant. With over 20 years in strategic and operational business design, development and transformation with a “who’s who” list of organisations, Simone’s focus is on “helping you make the most of what you’ve got” through actively integrating and balancing four core business principles - people connected, knowledge shared, possibilities discovered and potential realised. Simone’s experience covers fast-paced, dynamic environments such as the Military, telecommunications, information technology, pay television and health. Tertiary and industry qualified, Simone specialises in customer service, strategic planning, organisational development, business change management and human resources and holds specific industry qualifications in IT, Contact Centres and Service Desk. less

Mike Rabinowitz

Independent

Mike Rabinowitz is an experienced certified trainer. He spent the first part of his career as a New York City Police Officer. He calls it "the ultimate learning ground for... read more

Mike Rabinowitz is an experienced certified trainer. He spent the first part of his career as a New York City Police Officer. He calls it "the ultimate learning ground for communication skills". He also got involved in educating people in the community through meetings, lectures and lots of face to face communication. After a 10 year police career, Mike now has 10 years in the world of IT support and customer service. He spent 6 years learning his craft with companies such as Carolina Medical Center and Bank of America as a field technician, team leader, manager, Assistant Vice President and for the last 4 years as a trainer. Using his "street corner" approach and his passion for helping people learn the tools that allows them to stay motivated, Mike can be depended upon to combine his real life work experience and process knowledge to help companies get the most out of their training dollars. less

Artur Sygnatowicz

HDI Poland

Artur Sygnatowicz began his career in 1982 as a system design engineer. From 1990 till 2006 he was a manager and a member of the board of several... read more

Artur Sygnatowicz began his career in 1982 as a system design engineer. From 1990 till 2006 he was a manager and a member of the board of several IT systems integration companies and an IT outsourcing company. He also has experience in managing a software house company. Artur is currently working as an IT management consultant. He has participated in IT audits and IT system development projects where he was the project manager. He has focused his professional development on security systems and IT systems management projects. In 1998 he established HDI-Poland. He now hold the position of HDI-Poland manager. He is also an SCA and SCM certified instructor. Artur graduated the Faculty of Electronics at Warsaw University of Technology.. He also completed postgraduate studies in Business Management and Marketing as well as many courses in IT including COBiT, PRINCE2. He has been awarded the ITIL Foundation certificate. less

Clyde Talley

Independent

Clyde Talley is a help desk professional who has worked in both the public and private sector of service and support, working at FM Facility Maintenance as a Director of... read more

Clyde Talley is a help desk professional who has worked in both the public and private sector of service and support, working at FM Facility Maintenance as a Director of Operations, the University of Connecticut (UConn) as Manager of Customer Support and Relations, Phoenix Companies as a Manager for the Service Center Operations and Desktop Support for the United States and overseas in Bangalore, India, and a Client Management Consultant and in various other roles for service and support at MassMutual Financial Group. Clyde holds a Masters of Science Degree in Management from Cambridge College with certificates in Diversity and Organizational Development, and is certified as a Help Desk Director, Certified Knowledge Manager, Certified Project Manager, and a certified trainer for the 7 Habits of Highly Effective People. Clyde has worked as a consultant for the National Conference for Community and Justice, and has also served as Chief Executive Officer and President of the Board of Directors of Early Childhood Centers (ECC) in Springfield, MA. Under his leadership, ECC built a new 4.5 million-dollar facility.
A native of Springfield, MA, he has been involved in Toastmasters (a communication and leadership organization) for over 17 years. He is a Past District Governor of the organization and has served as Lt. Governor of Education and Training and District Governor for Toastmasters International covering over 2,200 members in Eastern New York, Western MA and all of Connecticut. He also received Toastmaster’s Excellence Award in Education and Training. As a professional speaker/lecturer for over 18 years, Clyde has given workshops and presentations to various businesses, colleges, local and civic organizations. He is also the creator and presenter of the “Inspired Excellence” seminar and workshops.
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Mark Templeton

Weatherford

All of Mark’s work has involved some form of public or private customer service and support operations. In IT, his career includes technical, lead, and management positions in datacenter... read more

All of Mark’s work has involved some form of public or private customer service and support operations. In IT, his career includes technical, lead, and management positions in datacenter operations, application development and support, and his current role of managing Halliburton’s Global IT Service Center. Mark has also led teams in developing processes for configuration, incident, change, and service level management based on the ITIL and ISO 20000 frameworks. HDI’s certification standards are key tools that Mark uses in developing his team and its operations. Mark is in his second term as a member of the HDI Strategic Advisory Board. less

Felipe Walker

LexisNexis

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Sandy Wightman

CDI

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Tatsumi Yamashita

HDI-Japan

Tatsumi Yamashita, a Founder and CEO of HDI-Japan, is one of the most influential leaders in the support services industry in Japan and Asia. He developed Contact Center Benchmarking in... read more

Tatsumi Yamashita, a Founder and CEO of HDI-Japan, is one of the most influential leaders in the support services industry in Japan and Asia. He developed Contact Center Benchmarking in 2006, which is the largest benchmarking database in Asia Pacific. The benchmarking grades all evaluated 1,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefore, it is well-known as the ‘Michelin Red Guide’ for the customer service industry. Tatsumi Yamashita has 25 years of experience in the support industry and has developed several help desks and support centers throughout Japan. In 1999, he became the first Japanese HDI intern and has since studied advanced support principles in the U.S. that are applied toward the advancement of Japanese support environments. He established HDI-Japan in 2001 based on the strong demand of Japanese support service industries and he is working as CEO of HDI-Japan with many HDI members and partners in Japan now. Prior to joining HDI, he was a director of IT Strategy at Yanase, a large automotive distributer, and was the first Helpdesk manager at Pfizer Japan Inc. Tatsumi graduated from Shinshu University in Nagano, center of Japan. HDI-Certified Auditor since 2001 HDI-Certified Instructor since 2001 HDI Member since 2001 less