International Certification Standards Committee

The HDI International Certification Standards Committee is made up of IT service and support industry practitioners, experts and active members of the HDI community. The purpose of this committee is to evolve and mature the HDI Standards that define best practices for the industry and serve as the basis for HDI Certifications.

Darrell Bond

Seasoned management consultant specializing in service desks and service improvement. Conduct Best Practice Assessments and Audits following the HDI Support Center Standard. Certified Instructor for HDI certification training including Support...

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Rae Ann Bruno

Rae Ann Bruno is an ITIL-certified instructor with more than fifteen years of management experience emphasizing process re-engineering, employee development, and the business alignment of IT services. Formerly the vice president of strategic relations for Previo, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Additionally, Rae Ann has authored many industry articles and white papers. Prior to joining Previo, Rae Ann was the director of IT customer service for Siemens Energy & Automation (SE&A).

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Randy Celaya

Randy Celaya is the president of The Coaching Bridge, where he teaches advanced communication, coaching, and facilitation skills. Randy is a certified executive coach and...

Randy Celaya is the president of The Coaching Bridge, where he teaches advanced communication, coaching, and facilitation skills. Randy is a certified executive coach and instructor and is certified to teach all courses HDI offers, specializing in knowledge management and leadership skills. He has 20 years of support center industry experience and has worked with support centers around the world to develop, coach, and train professionals in customer support, emotional intelligence, critical thinking, team building, and problem-solving skills. Randy is also a seasoned event speaker who has delivered keynotes at help desk and call center events around the world. In 2007, Randy was asked to join the National Facilitator Database (NFDB), reserved for speakers who are among the best in the industry! Connect with Randy on LinkedIn, follow him on Twitter @RandyCelaya, and like his Facebook page.

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Jeff Jensen

Jeff Jensen, Founder of I Train IT Leaders LLC, is a dynamic thought leader who expertly navigates multiple best practice frameworks to drive strategic alignment and value co-creation. With an impressive array of certifications—including ITIL 4 Master, DevOps Leader, Project Management Professional, and Distinguished Toastmaster—Jeff brings extraordinary depth to his consultancy work. His remarkable career journey spans from systems engineering to leadership roles across semiconductor, retail, engineering, and managed services industries. Since launching his company in 2017, Jeff has spearheaded transformative digital initiatives, including architecting a multi-million-dollar program aligning Agile, ITSM, and DevOps practices globally. As Co-Founder and President of the Boise ITSM group, Jeff enthusiastically mentors professionals across multiple communities. His engaging presentations on ITIL, Agile Service Management, and DevOps have captivated audiences worldwide. His contributions to the ITIL 4 publication and featured speaking engagements at HDI Service Management World conferences highlight his continuing influence in the industry.

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Steve Matthews

HDI Business Associate and Principal Consultant and Founder – DorLind, LLC Steve is an experienced and seasoned consultant, mentor, and accredited trainer with 40 years of Information Technology experience in various industries such as Insurance, Health Care, Airline Sales Reporting, Transaction Processing and Merchant Services, Public Utilities, and Transportation Services. Steve's experience spans both public and private IT sectors and multiple IT areas including IT Management, Applications Development and Support, Service Desk, Technical Support, Operations, and Systems Administration. Eighteen years ago, Steve’s path migrated to IT Service Management consulting and training utilizing the ISO/IEC 20000 Standard for IT Service Management and the ITIL® best practices framework. It was this path that also led Steve to become an advocate and ardent supporter of HDI® and the HDI® Support Center Standard. He’s been a Certified HDI® Auditor since 2012 and is also a member of the HDI® Certification Standards Committee, which is responsible for the development and maintenance of HDI® standards used worldwide. Steve holds a B.S. in Business Administration from the University of Louisville and possesses two of the highest-level IT Service Management (ITSM) related certifications. Certifications and Credentials • HDI® Certified Auditor • ITIL® 4 Managing Professional • Auditor in Service Management for ISO/IEC 20000 • Distinguished Professional in Service Management (DPSM®)

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Deborah Monroe

Deborah Monroe is a highly sought-after speaker, author, and expert on emotional intelligence, team dynamics, inspiring leadership, and leadership development. With her extensive corporate experience and down-to-earth approach, she captivates audiences with engaging, humorous and hands-on experiences. Her message is designed to be universal, as she believes that it is people, not specific industries, who create success within each environment. Her dynamic understanding of the neurology of emotions and behavior assists teams to improve their dynamics, inspiring leaders to identify their extraordinary qualities, and offering comprehensive understanding of what a leader is, based on an international executive coaching experience. Deborah is also the author of “Cutting Through to Success, Learning for the Leader inside of You”, as well as a published musician, comedian and podcast guest and host. She is the founder of DRM Development Group, Ignite Achievements Intl and HX- Mastermind Group and has also played a key role in the growth of Visiocom USA, an international start-up, the 1st virtual professional development company in the US. Deborah is also an Informa HDI Faculty Member participating by instructing and designing their certification courses, motivating the community with applicable and energetic sessions as conferences and chapters in the area of IT.

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Mike Rabinowitz

Mike Rabinowitz is an experienced certified trainer. He spent the first part of his career as a New York City Police Officer. He calls it "the ultimate learning ground for communication skills." He also got involved in educating people in the community through meetings, lectures, and lots of face-to-face communication. After a ten-year police career, Mike now has eighteen years of experience in the world of IT support and customer service. He spent eight years learning his craft with companies such as Carolina Medical Center and Bank of America as a field technician, team leader, manager, assistant VP, and trainer. Using his "street corner" approach and his passion for helping people learn the tools that allows them to stay motivated, Mike can be depended upon to combine his real life work experience and process knowledge to help companies get the most out of their training dollars.

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Nancy Robinson

This person has not yet entered a biography.

Virginia Scuderi

I am proud to be a trainer with HDI since 1993 and was the first Director of Certification in 1999. Since then, I restarted the HDI Capital Area local chapter and served as chapter president from 2003-2007 and as NE Regional Director for two...

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Josh Streets

Josh Streets is a technology strategist, AI advisor, and industry veteran with over two decades of experience helping enterprises modernize IT operations, customer experience, and workforce capabilities. As the Founder of QX Now, Josh leads efforts focused on preparing organizations for the next era of IT & CX, where AI, automation, and human-centered design converge. Josh has advised global enterprises and fast-growing organizations across healthcare, finance, retail, and technology on topics including AI readiness, IT service transformation, knowledge management for generative AI, contact center modernization, and ethical AI adoption. His work bridges strategy and execution, helping IT and operations leaders translate emerging technologies into practical, scalable outcomes. A sought-after speaker and advisor, Josh is known for delivering clear, actionable insights that cut through hype and equip teams with frameworks they can immediately apply. His conference sessions and training programs are designed for CIOs, IT leaders, and CX practitioners navigating rapid change - balancing innovation, security, cost efficiency, and human impact. Josh is the creator of the Quantum Experiences (QX) term & framework, which aligns IT strategy, employee experience, customer experience, and AI governance to drive measurable business value. His upcoming book, Quantum Experiences: Preparing an AI Future Now, expands on this approach for enterprise leaders preparing for the next decade of transformation.

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Doug Tedder

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA. Follow Doug on Twitter @dougtedder.

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