International Certification Standards Committee

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 (Pat) Albright

HDI

Pat (Patti) Albright is Manager of HDI Services. She is responsible for the management and development of the HDI Support Center Certification program and HDI Support Center assessment services, and... read more

Pat (Patti) Albright is Manager of HDI Services. She is responsible for the management and development of the HDI Support Center Certification program and HDI Support Center assessment services, and she is an HDI-Certified Auditor. She also assists in managing the work of the HDI International Certification Standards Committee, which is responsible for the development and maintenance of HDI standards. 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. She has been involved in the implementation and support of technology for more than 20 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 less

Terry Allen

NuSystems Consulting

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Roy Atkinson

HDI

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Earl Begley

University of Kentucky

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Dan Benjamin

Kroger

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Darrell Bond

RADAR Solutions Group Inc

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Ingrid Bradford

HDI

Ingrid Bradford is an accomplished Instructional Designer and Facilitator, with over 12 years of experience in the support industry. As HDI’s Senior Instructional Designer, Ingrid is responsible for HDI’s strategic... read more

Ingrid Bradford is an accomplished Instructional Designer and Facilitator, with over 12 years of experience in the support industry. As HDI’s Senior Instructional Designer, Ingrid is responsible for HDI’s strategic initiatives by overseeing the design, development, and integrity of all HDI certification and training courses. Prior to joining HDI, Ingrid was instrumental in the creation and development of STI Knowledge’s certification curricula. She served as a Training Consultant designing and implementing customized learning solutions for PepsiCo, Orange, and SWIFT. She is credited for directing the development and implementation of STI Knowledge’s first online certification training course. One of Ingrid’s largest contributions to STI Knowledge is the creation of the Certified Instructor course and program, which grew to include over 60 Certified Instructors worldwide. In previous positions, Ingrid worked as an HR Consultant involved in retained recruitment of executive level professionals in the Telecommunications, IT/IS, HW/SW Engineering, Business and Sales industries. She holds a BS degree in Education from Indiana University in Bloomington, Indiana, and is an active member of the American Society of Training and Development (ASTD). less

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

Laura Bullock

Stonemor Partners LP

Laura has 20 years experience in the Computer Support field. Her experience includes work at TeleSciences, GE Aerospace, Allegheny Health, Education and Research Foundation, Merck Pharmaceuticals, and Stonemor Partners.... read more

Laura has 20 years experience in the Computer Support field. Her experience includes work at TeleSciences, GE Aerospace, Allegheny Health, Education and Research Foundation, Merck Pharmaceuticals, and Stonemor Partners. Her IT career encompasses training and installation, instructional development, technical writing, quality assurance, and help desk support and management. She has built and managed both training and support organizations, focusing on process and procedure development. Her responsibilities have included projects in Belgium, England and Canada. Laura has an M.Ed. in Computers from Rosemont College. Currently her role includes managing the Technical Services and the Telecommunications Groups for a public company in the greater Philadelphia area with 200 remote locations nationally. less

John Butler

Carlson Restaurants (TGI Fridays)

John Butler is currently the Manager of IT Business Support for Carlson Restaurants, where he has ownership of Incident, Problem, Knowledge, and Release Management.

John has over 15 years of management... read more

John Butler is currently the Manager of IT Business Support for Carlson Restaurants, where he has ownership of Incident, Problem, Knowledge, and Release Management.

John has over 15 years of management experience in the Hospitality industry and over 10 years of IT management and director-level experience. He received his Bachelor of Arts degree in Psychology and his Master of Science degree in Management and Administrative Sciences from the University of Texas at Dallas. John also has certifications for A+, Net+, MCP and ITIL v3. John has been involved with HDI since July of 2008 and is currently serving as a member of the HDI National Retail Forum Steering Committee. less

Cintia Caputto

HDI Brasil

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Sarah Carpenter

Hewlett Packard (Texas)

Sarah Carpenter works for Electronic Data Systems (EDS). She started her career with EDS in March of 1999. Sarah graduated from Olivet College with a BA in Business... read more

Sarah Carpenter works for Electronic Data Systems (EDS). She started her career with EDS in March of 1999. Sarah graduated from Olivet College with a BA in Business Administration and Communication. During her nine years with EDS she has had the opportunity to fulfill several Service Desk Positions. She began her career as a request handler supporting General Motors. She has served as a Team Leader, Supervisor, Career Progression SME, Contract Owner, Site Training Lead and Regional Training Lead. Today Sarah manages the groups who handle Global Training, Global Process and Global Communications for the GM Global SvD. less

Brandon Caudle

Stone Cobra

Brandon Caudle is the Support Center Manager for Delta Dental of California. Over the past nine years at Delta Dental, he has consolidated six Help Desks and been instrumental... read more

Brandon Caudle is the Support Center Manager for Delta Dental of California. Over the past nine years at Delta Dental, he has consolidated six Help Desks and been instrumental in the creation of Delta's 24x7 Follow the Sun support model and also the Enterprise-wide adoption of consistent Incident Management Best Practices and Processes Brandon is the past president of the Sacramento Chapter of HDI and 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 2000 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 less

Michael Devaney

Enterprise Mobile

Michael Devaney is currently the Director of Support for Enterprise Mobile, an industry leader in providing implementation, management, and support of Windows Mobile solutions to Fortune 1000 companies.... read more

Michael Devaney is currently the Director of Support for Enterprise Mobile, an industry leader in providing implementation, management, and support of Windows Mobile solutions to Fortune 1000 companies. With over 20 years of experience in service and support, Michael has previously been employed as a Managing Consultant for IBM’s Global Business Services and as a Director at CompuCom, a national outsourcer for Help Desk Services. He has presented on Knowledge Management at several HDI Conferences as well as a contributing author to HDI’s Implementing Service and Support Management Processes: A Practical Guide. less

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

Kathryn Duncan

Fiserv - Troy, MI

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Brett Fazio

Gibson, Dunn & Crutcher

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Alvin Gates

Vitas Healthcare Corp.

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Mark Gayne

JM Family Enterprises, Inc.

As JM Family Enterprises’ Manager of IT Service Management, Mark is responsible for the management of the Support Center as well as the overall Service Management functions within IT.... read more

As JM Family Enterprises’ Manager of IT Service Management, Mark is responsible for the management of the Support Center as well as the overall Service Management functions within IT. Mark has more than 12 years experience assisting companies leverage their IT investments through well defined service and support processes. An HDI member since 2004, Mark will be assisting with the creation of the North Florida local HDI Chapter in 2008. Mark is a graduate of Florida State University, holds the HDI Support Center Manager certification, and two ITIL certifications, Foundations and Support and Restore. 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 is currently the IT Quality Assurance (QA) Manager for FedEx Kinko's; ensuring products delivered by the FedEx Kinko’s Information Technology (IT) department meet FedEx Kinko’s IT Quality Standards. Prior... read more

Nathan is currently the IT Quality Assurance (QA) Manager for FedEx Kinko's; ensuring products delivered by the FedEx Kinko’s Information Technology (IT) department meet FedEx Kinko’s IT Quality Standards. Prior to QA Nathan was the Service Desk Manager for FedEx Kinko’s; an internal First and Second Level Tech Support organization comprised of 5 supervisors and 80 support professionals providing 24x7 technical support to 20,000 FedEx Kinko's employees at over 1,400 retail locations in the US and Canada. Nathan has been with FedEx Kinko's 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 is ITIL Foundations certified. Nathan also serves as the VP of Membership for the local HDI chapter in Dallas / Ft. Worth. less

Herb Hernandez

Ryder System, Inc.

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Robert Homer

Providence Health & Services - AK

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David Isaac

QAI India Ltd.

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Drew Jaehnig

Independent

Drew Jaehnig has been in IT for more than 15 years and has managed service desks, network operations centers and technical control facilities for Defense Department agencies ranging from the... read more

Drew Jaehnig has been in IT for more than 15 years and has managed service desks, network operations centers and technical control facilities for Defense Department agencies ranging from the United States Navy, The Counter-Intelligence Field Activity, The Defense Information Systems Agency and Joint Staff Support Center. He has managed service desks providing global as well as local support to a wide range of Defense Department users on systems ranging from Command and Control functionality in direct support to the troops on the ground to basic administrative support for office workers in the National Capital Region. As such, Drew has seen the high octane high survivability portion of the industry and understands how the US Government is approaching IT in its most dynamic forms. Drew is currently the Operations Chief for the Joint Operations Support Center in the Pentagon. Drew has been with the Joint Staff Support Center for a little over a year. His Service Desk receives calls globally from the Combatant Commanders in direct support of Command and Control efforts on the ground and operates in a 24x7 basis high pressure environment. Drew is a former member of the United States Navy and is a member of the HDI Government Forum, the HDI Desktop (formerly Field) Technician's Technical Review Committee and is a certified HDI Support Center Manager (will be after I do my test this week.). Drew has a BA in Mathematics and two Associates in Physics and Acoustic Design. less

Lucia Jenkins

Vovici, a Verint Company

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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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Larry Josefowski

PEPCO

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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

Brad Kramer

CA, Inc.

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Linda Lenox

Independent

Linda Lenox is formerly the IT Manager at Cox Communications-Hampton Roads, where she was responsible for server, network and telecommunications management, the service desk, and client services. She previously... read more

Linda Lenox is formerly the IT Manager at Cox Communications-Hampton Roads, where she was responsible for server, network and telecommunications management, the service desk, and client services. She previously held positions at Smithfield Foods as the Senior Manager of End-User Services and at The New York Times Company as the Manager of Computer Support and IT Operations. Ms. Lenox received her MS in Telecommunications Management from the University of Maryland University College and her BS in Business Management from LeTourneau University. She is a recipient of Best Practice Awards in Business Process Improvement (2006) and Help Desk (1999), and was named to the Computerworld Premier 100 IT Leaders in 2003. less

John Livingston

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Katherine Lord

Lord Consulting

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

Jason Lorenz

C3i Inc.

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Vince Lyons

Ricoh Americas Corp

Vince manages End User Support for the Mid-Atlantic Region of Ricoh Americas Corporation. Prior to coming to Ricoh, he provided support and led desktop and help desk teams for... read more

Vince manages End User Support for the Mid-Atlantic Region of Ricoh Americas Corporation. Prior to coming to Ricoh, he provided support and led desktop and help desk teams for financial institutions, biological and chemical laboratories and manufacturing facilities. He has over 20 years experience in Information Technology specializing in process improvement and service delivery. Vince was a charter member of the HDI Desktop Support Advisory Board and contributed to first Desktop Support Salaries and Practices Survey. His certifications include HDI-Certified Support Center Manager and ITIL V 3.0 Foundation. less

Ray Marchand

RADAR Solutions Group Inc

Mr. Marchand is a seasoned Business Manager with 33 years of experience in various aspects of the IT industry. He is a founding Partner of RADAR Solutions Group Inc.... read more

Mr. Marchand is a seasoned Business Manager with 33 years of experience in various aspects of the IT industry. He is a founding Partner of RADAR Solutions Group Inc. specializing in customer service consulting, training and management tools. For eight years he managed on-site service delivery teams with an excellent track record in achievement of revenue, expense and customer satisfaction goals. Mr. Marchand has six years experience in project and program management. Much of this experience was gained in hardware and software product lifecycle planning, development and implementation of major product enhancement and re-engineering deliverables.
Mr. Marchand has successfully demonstrated skills in training development and delivery of quality improvement programs, customer management, performance management, troubleshooting techniques, process improvement and documentation techniques and project management. He has led process improvement teams in a helpdesk and on-site environments that focused on, productivity improvements and employee empowerment. He has demonstrated leadership in the implementation of measurable quality process improvement initiatives. He is ITIL Foundation certified, an HDI-Certified Instructor and a member of the HDI International Certification Standards Committee (ICSC). He serves as a Ottawa HDI Chapter Executive and has delivered several presentations to the chapter and the itSMF Conference in Toronto. less

Rob Matheson

Evolver inc.

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Steve Matthews

DorLind

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Pete McGarahan

McGarahan and Associates

Peter J. McGarahan is the founder and president of McGarahan & Associates. Pete is also the acting Chairman of the IT Infrastructure Management Association, a sister organization to HDI. Pete’s... read more

Peter J. McGarahan is the founder and president of McGarahan & Associates. Pete is also the acting Chairman of the IT Infrastructure Management Association, a sister organization to HDI. Pete’s value to the service and support industry and business is his thought leadership. As a practitioner, product manager and support industry analyst and expert, he has influenced the maturity of the service and support industry. His passions for customer service led the Taco Bell support organization to achieve the Help Desk Institute Team Excellence Award. IT Support News also named him one of the “Top 25 Professionals in the Service and Support Industry” in 1999. Support professionals voted McGarahan “The Legend of the Year” in 2002 and again in 2004 at the Help Desk Professionals conference for his endless energy, mentoring and coaching and his valuable contribution to the support industry and community. less

Travis McIntyre

Netfor

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Chris Meadows

Lowe's Companies Inc.

Chris has over 10 years of service desk leadership experience and 12+ years overall experience in the support industry. Prior to accepting service desk leadership roles in the HealthCare and... read more

Chris has over 10 years of service desk leadership experience and 12+ years overall experience in the support industry. Prior to accepting service desk leadership roles in the HealthCare and Retail industries, Chris served as a Certified Instructor for STI-Knowledge / Help Desk 2000 and has trained and certified more than 1,000 support industry practitioners nationwide in best practices. In addition to being both an HDI-Certified Support Center Director and a Certified Help Desk Manager, Chris possesses an ITIL Practitioner certification and a professional certification in Organization Development. Knowledge Management certifications include KCS Foundations and Certified Knowledge Manager. Chris is a member of the Charlotte, NC, HDI Chapter and also serves as a member of the HDI International Certification Standards Committee. less

Julie Mohr

Mind the IT Gap

For over 14 years, Julie L. Mohr has been passionate about service and support management. Her broad range of experiences include teaching ITSM and COBIT courses worldwide, working as Director... read more

For over 14 years, Julie L. Mohr has been passionate about service and support management. Her broad range of experiences include teaching ITSM and COBIT courses worldwide, working as Director of Professional Services for IHS Support Solutions, Consulting Practice Principal for Agilità and Pomeroy, Managing Consultant with ARC and Director of Outsourcing at Seneca. She has worked as a technical advisor to the Department of Education, a support manager at the National Institutes of Health and as a support analyst at NASA. Julie is a certified Helpdesk Director from Helpdesk 2000 and certified ITIL® Service Manager.
Julie provides imaginative insight and dynamic leadership to transform service and support organizations into best practice, customer-focused environments. She has helped organizations to implement Knowledge Management, ITSM, IT Governance, organization structures, service catalogs and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences worldwide and publishing over 150 articles on best practices. Julie is the author of The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains an informative industry website for practitioners at www.blueprintaudits.com. She is also a member of IEEE Computer Society, ISACA, HDI, itSMF, ICMI and the Association of Support Professionals. less

Deborah Monroe

Ignite Achievements Int'l, Inc.

Deborah Monroe is currently one of 18 Master EQ Practitioners in the world through the Global EQ Community of 6 Seconds. She is also an associate with IOP (Institute for... read more

Deborah Monroe is currently one of 18 Master EQ Practitioners in the world through the Global EQ Community of 6 Seconds. She is also an associate with IOP (Institute for Organizational Performance) and a faculty member of HDI. Working with all levels of executive leadership, management and individual contributors, Deborah concentrates on integrating humans and process for a balanced working environment. Her aim is to build understanding and empathy creating a positive bottom line through employee and customer retention. Executive and personal life coaching remains one of Deborah’s areas of expertise. Her clientele range from the entertainment industry to corporate environments. less

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

Steve Penfold

University of Utah

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Skip Pogue

Independent

Skip Pogue is a Support Center management professional with proven leadership skills and a track record of building value in all types of Support Center environments. He has... read more

Skip Pogue is a Support Center management professional with proven leadership skills and a track record of building value in all types of Support Center environments. He has been with Technisource 10 plus years during which time he has held several management and director level positions. Currently he is the Director of Training, Certifications and Transitions for North America with the responsibility for the transition of all new Help Desk / Deskside Services accounts from conception to steady state. Prior to accepting this position with Technisource he was the National Director of Help Desk Quality Management. This position allowed him many unique opportunities to utilize his management and leadership skills. His previous Technisource experience includes a position as an Operations Director with oversight responsibility for 3 major managed service accounts. These accounts, located in Fishkill and Melville New York and Kennesaw Georgia, exceeded 400 total employees and generated over $20,000,000 in revenue. Before joining Technisource Skip worked for and retired from IBM. The last 15 years of his career with IBM was spent entirely in the customer service and Support Center arena. Additionally, there was a 3-year period with TSS (Technology Service Solutions) a subsidiary of IBM directing the day-to-day operations of a help desk supporting IBM server products. Skip is also a certified instructor for HDI. Through HDI he holds the certifications of Help Desk Manager, Help Desk Analyst, Customer Support Specialist, Desktop Support Technician and Support Center Team Lead. He is also an HDI Support Center Certification Auditor. 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

Walter Reilly

Dematic Corporation

Born in Des Moines, IA, Walter has lived in states in the Midwest and south. He and his wife currently reside in Southern Michigan near Kalamazoo. Walter is the Controls... read more

Born in Des Moines, IA, Walter has lived in states in the Midwest and south. He and his wife currently reside in Southern Michigan near Kalamazoo. Walter is the Controls Manager for the Dematic Customer Service Technical Support Desk which is a 24/7 Call Center. He has a BS from California Coast University and certifications as a Help Desk Director, Manager, Knowledge Manager and Project Manager Professional (PMP). During his non-working hours, Walter enjoys traveling and boating. less

Jimmie Roberts

City of Fresno

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Brandon Robinson

Williams Companies

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Greg Ross

Unisys

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Aaron Spurlock

WVMI & Quality Insights

Aaron Spurlock is the Chief Information Officer for West Virginia Medical Institute and Quality Insights, an organization focused on providing services to improve health and maximize the quality of health... read more

Aaron Spurlock is the Chief Information Officer for West Virginia Medical Institute and Quality Insights, an organization focused on providing services to improve health and maximize the quality of health care on a regional and national basis. Aaron has over 15 years of strategic leadership experience in information technology domains ranging from financial services to healthcare. Aaron is an active member of HDI, HIMSS (Healthcare Information and Management Systems Society), HITSP (Healthcare Information Technology Standards Panel), the WV e-Health Initiative and the Green Data Center Alliance. Aaron is ITIL Foundation Certified, holds a BBA from Marshall University and a MS from Mountain State University. less

Paul Strei

Associated Bank

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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

Halliburton Co.

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

Kristy Trice

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, smartphones, 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 six-year old son. 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 currently serving as Chairperson for the HDI Desktop Advisory Board. less

Felipe Walker

LexisNexis

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Lisa Weaver

CACU

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Sandy Wightman

CDI IT Solutions

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Dan Wilson

Volkswagen of America

Dan Wilson has over ten years experience in IT Service. Dan is currently the Manager of Client Services at Volkswagen of America in Auburn Hills, MI responsible for Incident Management... read more

Dan Wilson has over ten years experience in IT Service. Dan is currently the Manager of Client Services at Volkswagen of America in Auburn Hills, MI responsible for Incident Management as well as the day to day management of the Help Desk, Desktop Support, and Asset management vendor, T-Systems. Previously Dan was the General Manager at PMV Technologies focusing on the continuous improvement of PMV's service and internal operations as well as maintaining their IT infrastructure. In the past, he has managed help desk and technical staff for Oakland University’s IIT Help Desk and School of Business Administration, Handleman Company, and PMV Technologies. Dan has served many years in the HDI Motown Chapter as President, Vice President of Membership and Vice President of Programs. He also sits on the HDI Member Advisory Board as a Member at Large and the HDI International Certification Standards Committee. Dan's strengths are in the areas of process and procedure, management, analytics and statistical reporting. One of Dan's passions is helping people (family, peers, colleagues, and customers). Being in the support field allows him to fulfill the passion every day. Dan has a Bachelors Degree in Management Information Systems from Oakland University's School of Business Administration, HDI's Help Desk Manager and ITIL Foundations certifications. less

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

Sarah Younger

American Medical Association

Sarah Younger has worked in the technology support arena for more than 15 years. Currently she is the director of support center operations for the American Medical Association in... read more

Sarah Younger has worked in the technology support arena for more than 15 years. Currently she is the director of support center operations for the American Medical Association in Chicago, IL. less

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