HDI Hall of Fame

 HDI Hall of Fame

Hall of Fame Application

Debuted in 2016, the prestigious Hall of Fame Award recognizes influential members of the community for their outstanding contributions to HDI. Whether it’s through involvement on the advisory board, work at the local chapter level, expert blog and article writing, or speaking at HDI events, these passionate and talented individuals exemplify an unrivaled dedication to the technical support industry.

The inductees are honored at the HDI Annual Conference & Expo, where they will be announced during a general session.

Submissions must be received by October 31

Nominate someone today for this award


Congratulations to the 2017 HDI Hall of Fame Inductees!

2017 HDI Hall of Fame Inductees

Rae Ann Bruno

Rae Ann Bruno

Rae Ann Bruno, president of Business Solutions Training Inc., consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and author of the HDI focus books Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She’s also a member of the HDI International Certification Standards Committee.


Darien Chimoff

Darien Chimoff

Darien Chimoff is Senior IT Manager - Help Center at Alston & Bird LLP, an 800+ attorney international law firm listed on Fortune "100 Best Companies to Work For(c)" the past 19 consecutive years. The Alston & Bird Help Center is the winner of the industry awards "STI Team of the Year - Best People" (2002) and "HDI Global Help Desk Analyst of the Year" (Sheri Robertson, 2006). Darien has been an HDI Local Chapter Officer since 2002 when the Atlanta chapter originated the HDI Analyst of the Year event. Since then she has remained passionately committed to HDI and has served as HDI Atlanta President, HDI SE Region Director, HDI Member Advisory Board Chair, Track Chair for HDI and Fusion Conferences, and HDI 2017 Conference Program Chair.

Darien has spoken at conferences and written articles on a variety of topics related to world-class support and is HDI certified for Help Desk Manager, Help Desk Director, ITIL Foundations, and Knowledge-Centered Support.

Darien is incredibly proud and honored to be inducted into the HDI Hall of Fame joining her mentors and heroes that inspired and continue to ignite her passion for our community and our industry.


Malcolm Fry

Malcolm Fry

As a recognized IT industry luminary with over 40 years’ experience in Information Technology, Malcolm Fry serves as an Independent Executive Advisor, and brings an unparalleled breadth of knowledge and experience in IT business and technical issues. Malcolm is the author of many publications on IT service and support, has had numerous articles and papers published, and is regularly contacted as a source of information by technology journalists. Among his latest publications are 'A Step-by-Step Guide to Building a CMDB’ and the ITIL complementary book 'How to Build a Service Management Department' Malcolm's newest publication is 'ITIL Lite a Road Map to Partial or Full ITIL Implementation'. Malcolm was also a member of the v3 Advisory Group and a mentor for the 'Service Operations' book. In April 2009 he was awarded the prestigious ‘Ron Muns Lifetime Achievement Award for IT Service and Support.’


Peter McGarahan

Peter McGarahan

Peter McGarahan, Sr. Director IT for First American is an Industry Expert and Thought Leader in the global IT Operations & Customer Service industry. Peter was the founder of McGarahan & Associates and offers 30+ years of IT, Business and Service leadership. He is passionate about sharing his lessons learned and career experiences through published articles and presenting at industry conferences around the world. His service leadership led the Taco Bell support organization to industry recognition after being awarded the Help Desk Institute Team Excellence Award in 1995. IT Support News 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 leadership coaching. His wife Melissa, son Connor and Daughter Kayleigh live in Yorba Linda, CA. Pete is Rock ‘n Roll enthusiast and enjoys jamming on his drums when time permits. He can be reached at pmcgarahan@firstam.com.


Sandy Seroskie

Sandy Seroskie

Sandy Seroskie has a Bachelor of Arts in Psychology and over 20 years of customer service, leadership and management experience. In 2014, Sandy joined Metro Construction Resources as a VP of Operations to bring focus to service excellence, process improvement and company growth. She was formerly the Director of Field Services Delivery at Carey International, the global leader in chauffeured services and ground transportation logistics management. Sandy created Carey’s Help Desk, managed system cutovers and assisted with leading teams for large events. Sandy’s key to success is her ability to bring cross-functional teams together, to work harmoniously, to meet the initiative’s goals and objectives.

Sandy is PASSIONATE about continuous learning and professional growth for herself, colleagues, and HDI members. Sandy has been an HDI member since 2000. With the desire to give back to the association and community, that had a profound effect on her personal and professional growth, Sandy became an HDI Capital Area Local Chapter Officer in 2003. During the last 14 years, Sandy has served in various roles, including President, VP of Communications, VP of Programs and VP of Content and Public Relations.

Sandy began volunteering for HDI national initiatives and was elected as a Member at Large on HDI’s Member Advisory Board. She continued working on national projects, including leading the creation of Local Chapter Officer Orientation Training. Sandy was honored to receive the Local Chapter Officer Rock of our Foundation Award in 2011 and served as HDI’s Member Advisory Board President from 2012 to 2013.

Sandy currently serves as an HDI National Officer and is HDI’s Capital Area’s President Emeritus. Thanks to the strength and support of HDI Capital Area Local Chapter’s Board of Directors, Sandy was named Local Chapter Officer of the Year in 2015. She is currently serving as a FUSION 17 Track Chair and has previously served on HDI’s Strategic Advisory, Editorial Boards and as Track Chair for previous HDI and FUSION Conferences. Sandy is extremely honored and incredibly humbled to be included in HDI’s Hall of Fame.


2016 HDI Hall of Fame Inductees

Chris Farver

Chris Farver

Chris is a proven hands on Customer Success and Professional Services leader known for developing and leading high-performing teams that drive an increase in customer satisfaction, customer adoption and establishing long term profitable customer relationships.

He has been an active member of HDI for 23 years and has held nearly every volunteer position that exists within the HDI community. Chris is currently the Chairman and CEO of the One Association which partners with HDI in providing governance and oversight for the Local Chapter community. Chris is also the Program Chair for the annual HDI conference.

Chris is a certified HDI Manager, ITIL v2 Service Manager, ITIL v3 Expert, and PMP.


Cay Robertson

Cay Robertson

Cay Robertson, is the manager of TECO’s award winning Service Desk and it’s amazing Access Administration team. She has been with TECO for 36 years. She was introduced to HDI in 2007 passionately participated ever since. Her Service Desk team won the HDI Team Excellence award in 2009 and is one of the top 3 finalists for that aware in 2016. Her team was also one of the top three finalists for the HDI Knowledge-Center Support award in 2015. The TECO KCS award has been published as a case study on the HDI website. She has held several HDI officer positions at her local HDI Skyway chapter and is currently the Chapter Advisor for the chapter.

Cay has been a member of the Strategic Advisory Board and was chairman of the HDI Desktop Advisory Board in 2013. She contributed to the contribution of the ground breaking research initiative for the 2011 Desktop Support Practices and Salary Report. She is currently the HDI Southeast Regional Director and a member of the HDI Member Advisory Board. She has presented at both the HDI and Fusion conferences. She has been the Desktop track chair for the annual conference and is currently the Desktop track chair for 2016.

In addition to all of the HDI activities, she is involved in All Children’s Hospital and is the chair for the annual VIP Auction. Cay, along with her husband Jim, are the proud parents of two Eagle Scout sons. Their oldest son is now a high school physics teacher and their youngest son is graduating from college in April.


Eddie VidalEddie Vidal

Eddie Vidal (@eddievidal) has over twenty five years of experience in information technology, focusing on service delivery and support for IT infrastructures and operations. Eddie is a leader, team builder, communicator, solutions driven, strategic thinker and IT service management professional. In his current role as an independent consultant, he is leading the operational support for The Scripps Research Institute EPIC and Service Now implementation and building a proactive mature support organization. In his previous role, he was the Manager of the UMIT Service Desk for the Information Technology department at the University of Miami supporting over 35,000 faculty, staff and students.

Eddie is founding member and President Emeritus of the South Florida HDI local chapter, and is a member of the HDI Strategic Advisory Board (SAB). He was a past member of the HDI Member Advisory Board (MAB), original member of the HDI Desktop Support Advisory Board (DSAB) and former Regional Director of HDI Southeast Region. Eddie has presented at HDI and Fusion conferences. Eddie has been selected to chair Tracks at itSMF Fusion and HDI Conferences. He has also been published in HDI’s Support World Magazine. Eddie is a member of the itSMF Marketing and Communication team, you can listen to Eddie on the monthly itSMF podcast where he currently serves as a podcast jockey and producer. Eddie is also the winner of the 2014 itSMF South Region Member of the Year Award and 2014 itSMF President’s Award.

Eddie holds a Bachelor’s degree from Florida International University and has earned certifications for ITIL Foundations v2 & v3, ITIL v3 Intermediate Capability: Operational Support and Analysis OSA and HDI Support Center Manager.


Kirk WeislerKirk Weisler

Chief Morale Officer Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams. Over the past 17 years 50,000 Leaders have specifically sought Kirk’s advice and wisdom on building teams, strengthening leaders and improving culture.

Years ago Kirk helped to create a corporate culture so rich in ownership spirit, engagement, and measurable results that he was invited to share his approach first nationally, then internationally. He now travels around the world sharing everyday things leaders can do to positively influence, nurture, and build Super COOL cultures and high performance teams.

His unique background as a US Army Ranger, a member of the 19th Special Forces Chaplaincy, his work with At-Risk Youth and experience as a Master Storyteller & Team Builder make him a very fun, engaging, and sought after speaker. He authored the Best Smelling book, The Dog Poop Initiative and the semi–sweet best smeller, The Cookie Thief. Kirk lives in Phoenix AZ with “Wonderful wife Rebecca and their six remarkable children.”


Tatsumi Yamashita

Tatsumi Yamashita

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 2,000 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.