HDI 2008 Annual Conference

John Custy
Principal
JPC Group

John Custy has more than 20 years experience in designing, developing and implementing IT services management solutions, both as a practitioner and as a consultant. He has assisted many organizations in developing their service strategies and translating these strategies into functional business plans, resulting in improved IT services management practices.

John is an ITIL certified service manager and also holds ITIL Practitioner certifications in IT service management. He is also a member of the HDI faculty and an HDI site certification auditor. He holds an M.S. in Innovation and Technology from Boston University.

Ric Mims
President and CEO
SupportCenter Global Technologies, Inc.

Ric Mims has more than 18 years of experience in help desk management, consulting and operations. He began his career with Apple Computers' Midwest regional help desk in 1989 as a help desk analyst providing support on the Performa line of products. Throughout his career, Ric has held the positions of help desk analyst, team leader, relationship manager, help desk manager and consultant.

Ric planned, designed, and implemented the IKON Office Solutions National Help Desk offering. He provided strategic direction for sales and led the team to numerous successes by winning and renewing accounts for the organization. He provided guidance and leadership in all sales efforts, customer relationship management strategies and help desk consulting efforts primarily focused on business process re-engineering.

He also held the position of vice president of operations for Global Help Desk Services in Hartford, Connecticut. While there he was responsible for designing, implementing, and maintaining the staff, workflow processes and technologies necessary to provide world-class support to various Fortune 500 clients. Under his guidance the support teams were empowered to achieve customer satisfaction rates of 90% and higher. Ric founded SupportCenter Global Technologies, Inc. in 2005, providing ITIL training, process assessments and customer service training.