Dana Olson – President
I bring eighteen years of experience from various roles in diverse environments including education, insurance, marketing, and information management. I have ten years as an active practitioner managing help desks, three years providing consulting to small and large organizations implementing best practices for help desks and five years of training and curriculum development. I currently serve as the Director of Metrics and Measurement at Creighton University. I serve on advisory boards and presents at local and national events.
I acquired my knowledge through experience and continued education. In 2005, I achieved my ITIL Foundations Certification and earned my ITIL Service Management certification in 2008.
As an active member since 2005, I have served as the Vice President of Communication in 2006-2007 and since then as President.
Lisa Trudell – V.P. of Membership
I am going on 13 years at Carlson Hospitality Worldwide with four of those years being on the Service Desk. Previous to Carlson, I was a shift manager at Taco Bell. Throughout my career, I have continued to develop my skills in relationship building, customer service skills, and Information Technology. I have been involved in HDI for the last two years now and have been to two of the HDI annual conferences. I am currently pursing my degree in Marketing Management at Bellevue University.
Amy Lind – V.P. of Communication
My name is Amy Lind. I have a Bachelor’s Degree in Management of Information Systems from Bellevue University. I am currently holding the position of Business Analyst at Carlson Hospitality Worldwide. I have been with Carlson for a total of 13 years. I worked as a Sales Representative for a number of years before being promoted to Sales and Development Supervisor. I later spent one year in Application Development before moving into the Service Desk area. I have spent the last six years working with the Service Desk. In my current role, I manage and approve support documentation for our Service Desk by coordinating support requirements with second and third level support teams. My responsibilities also include the support of HP ServiceCenter, which is our Call Management application. I am excited to be a part of such a wonderful team!
Steve Shin - V.P. of Finance
Associate Director, Office of eLearning and Academic Technologies
School of Pharmacy and Health Professions
Creighton University
· BS – Computer Science
· MS – Management Information Systems (MIS)
· 11 years of Information Technology experience from networking to Windows desktop and server administration
· 4 years of IT management experience leading service desk technicians and system administrators
I lead the Division of Academic Technologies for the School of Pharmacy and Health Professions at Creighton University. The team includes 4 service desk technicians, and 3 system administrators who support about 200 faculty and staff, 600+ campus-based Pharmacy, Occupational Therapy and Physical Therapy students, and 200+ distance-based Pharmacy students. Technology includes anywhere from the students’ School issued notebooks, web conferencing, classroom capturing and delivery, to PocketPCs, and server administration.
Nick Lerouge – V.P. of Programs
I have been involved in the local HDI Chapter since its inception 3 years ago, holding the positions of VP of Finance and Chapter President in the past. Over these years, we’ve seen our membership grow as well as our meeting attendance and being able to provide this collaborative network to our local community is a great satisfaction.
As I entered the IT world 7 years ago and the IT Support & Service world over 5 years ago, HDI has provided me with tools to validate my knowledge, greatly expand this knowledge and offer me a network of peers that I can tap in for a wide variety of issues.
I look forward to the continued growth of the Chapter by providing quality and meaningful programs that are aligned with the needs of this dynamic city that is Omaha.
Vinie Jones - V.P. of Event Coordination
I started my IT career at Hewlett Packard in Colorado Springs in April of 2003. My first position was Technical Analyst on the Syngenta Help Desk. By the time I left HP in January of 2007, I had worked on several other help desks: Food and Drug Administration, Baxter Healthcare Corporation, ON Semiconductor, United States Gypsum, and United States Postal Service. I had also moved up in the ranks to Senior Technical Analyst then to Technical Subject Matter Expert. Supporting so many different companies allowed me to gain experience on several different ticketing systems and knowledge bases as well as see the strengths and weaknesses of different methods of handling issues.
I accepted a Technical Support Supervisor position in the Network Operations Center at West Corporation in January of 2007. Even though I was an expert at HP; I came into West feeling like a complete noob as I have never dealt with anything telecom related other than using Avaya, Nortel, and Cisco phones of course. I had no idea what went on in the background. Since I’ve been with West, I have increased my telecom knowledge a thousand fold and continue to learn more every day. Whereas I am no subject matter expert like I used to be at HP; I am now an expert of making things run more efficiently and have made it my goal to make the NOC as efficient as possible.
I have also taken over Incident Management and am part of the Problem Management Team. Being a part of these teams really sparked my interest in ITIL so I recently became ITIL Foundation Certified. I plan on obtaining more ITIL certifications over the next couple years. I have also been a member of HDI since I started working at West. Sadly, I worked at HP in Colorado Springs for nearly four years where HDI is based and I never even heard of it before I came to West. I even drove right by it almost daily!
My education history is a bit erratic. I have gone to Kansas State University twice for Computer Engineering. I took several computer classes through Butler County Community College. After a seven year stint of working in a battery manufacturing plant in Salina, KS, I moved to Omaha and attended Metropolitan Community College for Web Support Specialist. I haven’t been able to finish a degree yet as I seem to move too often and throw things all out of whack. Now that I am in what I consider a stable career, I am making it a goal to complete a degree. However; it probably won’t be computer related this time around!
My personal life can best be described as busy fun. I keep myself busy by bowling, singing karaoke, working out, helping my parents with yard work on their acreage, being a beer snob at Old Chicago, etc, etc, etc. Most people don’t know how I can keep so active and still be sane. They just don’t know about my secret relaxation time! J
???? - Librarian
Open position
Kevin Loehr - Web Master
I have worked for Carlson Hospitality Worldwide for over 12 yrs. My job title is programmer. I am an administrator of our intranet site and also an administrator of HP/Peregrine ServiceCenter. My goal is to improve our HDI website and make it one of the best.
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