HDI-Certified Auditors

Pat Albright is Manager of Support Center Services at HDI. In this role, she is responsible for the management and development of HDI Support Center Services offerings, including HDI Support Center Certification and HDI Support Center Assessment Services. She has been an HDI-Certified Auditor since 2003 and an HDI Faculty member since 2009, and she holds the HDI-SCD, HDI-SCM, HDI-SCTL, HDI-SCA, and ITIL Foundation v3 certifications. An active member of HDI since 1997, she has served as a volunteer local chapter officer and advisor, as a judge at the national level for the HDI Analyst of the Year and Team Excellence Awards, as a member of the HDI Member Advisory Board, and as a member of the review committees for the HDI Support Center Team Lead Certification Standard, HDI Support Center Manager Certification Standard, and HDI Support Center Standard. She is also a frequent presenter at industry events.

Pat has been involved in the implementation and support of technology for more than 20 years. Prior to joining HDI, she served the industry as a consultant, working with support centers in nearly every industry, and worked 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. She also serves as a part-time faculty member at Lakeland Community College in Kirtland, OH, where she teaches Help Desk Concepts and Management.

John Custy is the founder and principal of JPC Group, a professional services company focused on 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, and he is an ITIL-certified Service Manager/Expert, a certified ISO9000 Internal Auditor, and an 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 was a key contributor to the development of the Support Center Practices (SCP) certification, the Software Support Certified Consultant (S2C2) program, the HDI Support Center Certification program, and the HDI International Certification Standards Committee.

John has been involved as a practitioner, educator, and consultant in developing industry education and certification programs for over fifteen years, he has co-authored an industry paper ("Customer-Oriented Enterprise Integration Technology"), and he is a well-known speaker and educator at IT service management conferences globally. John has a BS from Lowell Technological Institute and an MS in Innovation and Technology from Boston University. His certifications include: ITIL Service Management Manager, ITIL Service Management Practitioner, ITIL Foundations; ISO/IEC 20000 Consultant; ISO9000 Internal Auditor; HDI Support Center Manager (SCM), HDI Support Center Team Lead (SCTL), HDI Help Desk Support Engineer (HDSE), HDI Support Center Analyst (SCA), and Knowledge-Centered Support (KCS).

Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering products and services that help companies better connect with their customers. With over 30 years of experience in customer services and support, Paul has held a wide range of positions – including field support, front line service desk support, team lead, support center manager, business development manager and director. Paul’s wide ranging experience across the companies he has been engaged in has included one of the first show case implementations of Knowledge Management, consolidation and integration of multiple support centers, and the successful development of people, processes and technology to drive performance to the next level. 

Paul holds a Bachelor degree in International Relations and a Masters in Business Administration. As a recognized ITIL V3 Expert, Paul hold’s most all of the ITIL certifications – from ITIL V2 Foundations, Practitioner and Service Manager, to nearly all of the ITIL V3 Intermediate Certifications (SS, SD, ST, SO, CSI, PPO, RCV, OSA), and of course the ITIL V3 Expert Certification. HDI certifications include Support Center Analyst (SCA), Support Center Team Lead (SCTL), Support Center Manager (SCM), Certified Instructor (CI), and Certified Support Center Auditor.  

As a contributing member of HDI, Paul has helped define and establish the HDI Support Center Certification (SCC) Standard, the Support Center Analyst (SCA) Standard, and the Support Center Manager (SCM) standard. He has been a Certified Auditor for HDI since 2003, as well as a HDI Certified Instructor. A Local Chapter Officer with HDI Orange County (www.hdioc.org), Paul is also a regular speaker at HDI and other IT support industry events world-wide. 

Recently published articles and white papers include "How to Market the Value of Your Support", "7 Steps to Exceptional Customer Service", and “ISO 9000 and HDI Support Center Certification: Complimentary Approaches”. His most recent book, “Building a Web Self-Service Portal: Keys to Success”, was translated into several languages and has been instrumental in helping many organizations plan and deploy a successful web support portal.

Darrell Bond is one of the founding partners of RADAR Solutions Group Inc., a consulting and training provider focused on creating service excellence. Since 1998, RADAR has been helping customers build and enhance their service delivery operations through business and operations assessments, process improvement activities and skills development. As the largest Authorized Training Partner for HDI in Canada, RADAR has played a pivotal role in cultivating many new help desk managers, senior analysts and agents in both government and public sector organizations. RADAR’s customers include such notables as HP, Cognos, Corel, Department of Defense, Industry Canada, and Public Works.

With nearly 25 years experience in customer service delivery, Darrell has built a strong background in new business start-up, outsourcing transition management, service desk operations, quality improvement programs, and service delivery management - locally and globally - with a reputation for exceeding client expectations. In addition to conducting the HDI Support Center Certification audit, Darrell can apply his expertise to help you with your plans to achieve best in class service delivery based on world-class standards.

Tatsumi Yamashita has 20 years support industry experience 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 could be applied toward the advancement of Japanese support environments. He finally 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.

Nico van den Hout, based in The Netherlands, has more than 30 years of experience in the user and vendor environment of the IT support world. He worked for the German pharmaceutical multinational Boehringer Ingelheim for eleven years, in The Netherlands as EDP Manager for eight years, and in Germany as an International Project Leader for three years. He joined the British ICL group in 1986, where he served in several management positions, before founding HDI Benelux in 1993. He has been an HDI-Certified Auditor since 2002, and has served as a member of the HDI Support Center Certification Standard Review Committee.