Colorado Springs, CO - January 25, 2012 - HDI, the leading professional association and certification body for technical service and support professionals, today announced the members of the 2012 HDI Desktop Support Advisory Board.

The mission of the HDI Desktop Support Advisory Board is to provide HDI with guidance in the development of industry standards, best practices, research, and professional development opportunities tailored to the unique needs and responsibilities of the desktop support community.

Kristy Trice (Manager of End User Computing Services, L.L. Bean) has been selected to chair the HDI Desktop Support Advisory Board for 2012, replacing Earl Begley (ITSM Implementation Project Manager, University of Kentucky), who will remain on the board as the past chair. Also returning to the board are:

Cinda Daly, Director of Business Content, HDI

Mark Fitzgerald, Manager, User Services, Boise State University

Leo Forget, Delivery Director, Technisource

Lucia Jenkins, Director, IT Support Operations, Network Alliance

Rick Joslin, Executive Director of Certification and Training, HDI

Sophie Klossner, Director of Membership, HDI

Brad Kramer, Customer Solution Architect, CA Technologies

Brant Lott, Senior Information Systems Technician, EMS Technologies, Inc.

Kathleen Oden, Information Resource Support Specialist, Texas Department of Transportation

Eddie Vidal, Manager, Enterprise Services Support, University of Miami


Joining the board in 2012 are:

Michael Fisher, Supervisor, IT Desktop Support, Molina Healthcare, Inc.

Jenny Gunkel, IS Regional Support Manager, Parkview Health

Michael Hanson, Senior IT Manager, UnitedHealth Group, Inc.

Brannon Holt, Manager, Corporate Technology Operations, eBay

Vikki Jansen, ITIL Service Manager, AT&T Consulting

Joanne Peca, Chief Information Officer, Penn State Altoona, Penn State University

Cay Robertson, Manager, Service Desk and Access Administration, Tampa Electric Company

Mike Russell, Manager, Site Support Services

HDI has also expanded its training offerings for the desktop support community, including courses available both online and in the classroom. The HDI Desktop Support Technician certification focuses on key support center processes and concepts to improve overall support operations, as well as customer service and interpersonal skills that improve the customer experience. The HDI Desktop Support Manager certification addresses the operational, strategic, and tactical components of successfully managing a support organization while satisfying both customer and business needs. Brochures and information on both courses are available at

This spring, for the second year in a row, HDI will release the 2012 HDI Desktop Support Practices & Salary Report. This annual report, which presents the results of survey responses from the desktop support industry, analyzes data to gain insight into current processes, technologies, metrics, staffing practices, and salaries within the desktop support industry. The survey can be accessed at, and the most recent report downloaded from

Additional desktop support offerings include the Desktop Support Forum, a peer group of up to thirty-five senior-level desktop support managers, directors, and executives, who meet face-to-face several times a year for the purpose of learning, networking, and discussing the latest developments in the desktop support industry. For more information on the Desktop Support Forum, visit

About HDI

HDI is the leading professional association and certification body for technical service and support professionals. Facilitating collaboration and networking, HDI hosts industry conferences and events, produces comprehensive publications and research, connects solution providers with practitioners, while certifying and training thousands of professionals each year.

HDI serves a community of over 110,000 members, followers, customers, solution providers, and contributors throughout the service industry, supporting sixty local chapters across North America. Guided by an international panel of industry experts and practitioners, HDI is the community’s premiere resource for best practices and emerging trends. Headquartered in Colorado Springs, CO, HDI offers training in multiple languages and countries. For more information, visit or call +1 719.268.0174. HDI is a part of UBM TechWeb.

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