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.


Roy Atkinson
Roy Atkinson
HDI
Roy Atkinson is HDI's Senior Writer/Analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers, and is an HDI representative to the Desktop Support... read more
Roy Atkinson is HDI's Senior Writer/Analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers, and is an HDI representative to the Desktop Support Advisory Board. Roy has a deep background as a practitioner in service desk, desktop support and small business consulting. He is an HDI Certified Support Center Manager (HDI-SCM). less

Jim Bolton
Jim Bolton
Propoint Solutions
Jim Bolton is the president and founder of Propoint Solutions Inc. Incorporated in 2004, Propoint is a team of seasoned ITIL Experts who are focused on delivering excellence in... read more
Jim Bolton is the president and founder of Propoint Solutions Inc. Incorporated in 2004, Propoint is a team of seasoned ITIL Experts who are focused on delivering excellence in IT Service Management, Consulting, Training, and Certification. Jim has extensive experience in diagnosing and solving complex organizational, process, and technical challenges. Jim’s leadership and knowledge of industry best practice have brought IT service excellence to numerous venues including: Higher Education, Healthcare, Federal, State and Local Government, and Manufacturing. Jim is a Service Management Consultant, ITIL/ITSM trainer, author, and speaker at conferences around the world on IT Service Management topics. Jim is a member of the HDI Strategic Advisory Board, the HDI Faculty, and itSMF. He is an EXIN Accredited ITIL Trainer, an EXIN Accredited Courseware Provider, and has developed and delivered numerous ITIL and Service Management based courses. Jim holds an MBA in Technology Management, the ITIL v3 Expert Certificate, ITIL v2 Manager Certificate in IT Service Management, ITIL Practitioner’s Certificates for Support and Restore (IPSR), Agree and Define (IPAD), the ITIL V3 Certificates for Operational Support and Analysis (OSA), Service Offerings and Agreements (SOA), the itSMF ISO/IEC 20000 Consultant Certificate, and is a Certified Process Design Engineer (CPDE). less

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Darrell Bond
RADAR Solutions Group Inc
Darrell Bond is a veteran in service management with thirty plus years experience managing, planning and improving service organizations. Darrell’s expertise extends beyond the traditional IT service desk, providing... read more
Darrell Bond is a veteran in service management with thirty plus years experience managing, planning and improving service organizations. Darrell’s expertise extends beyond the traditional IT service desk, providing guidance to technology support organizations and new business start-ups. In addition to helping clients improve and grow their service business, Darrell has been teaching best practices as an HDI Certified Instructor, and assessing and certifying HDI member support organizations through his work as an Auditor for HDI’s Support Center Certification program. less

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Ingrid Bradford
HDI Certification and Training
Ingrid Bradford is the Product Development Manager for HDI Certification and Training and has over 16 years of experience in the support industry. As HDI’s Senior Instructional Designer and Product... read more
Ingrid Bradford is the Product Development Manager for HDI Certification and Training and has over 16 years of experience in the support industry. As HDI’s Senior Instructional Designer and Product Development Manager, Ingrid is responsible for HDI’s strategic initiatives by overseeing the design, development, and integrity of all HDI certification and training courses. Prior to joining HDI, Ingrid was instrumental in the creation and development of STI Knowledge’s certification curricula. She served as a Training Consultant designing and implementing customized learning solutions for PepsiCo, Orange, and SWIFT. She is credited for directing the development and implementation of STI Knowledge’s first online certification training course in 1998. One of Ingrid’s largest contributions to STI Knowledge is the creation of the Certified Instructor course and program, which grew to include over 60 Certified Instructors worldwide. In previous positions, Ingrid worked as an HR Consultant involved in retained recruitment of executive level professionals in the Telecommunications, IT/IS, HW/SW Engineering, Business and Sales industries. She holds a BS degree in Education from Indiana University in Bloomington, Indiana, and is an active member of the American Society of Training and Development (ASTD). less

Rae Ann Bruno
Rae Ann Bruno
Business Solutions Training
Rae Ann Bruno is the President of Business Solutions Training and consults and trains in various areas of ITIL, Communications, Internal Marketing, Metrics and Process Improvement. Rae Ann holds several... read more
Rae Ann Bruno is the President of Business Solutions Training and consults and trains in various areas of ITIL, Communications, Internal Marketing, Metrics and Process Improvement. Rae Ann holds several ITIL certifications, is a Faculty Trainer for HDI and authored the HDI focus books, Translating IT Metrics into Business Benefits, What Have You Done for Me Lately?, and Creating an Internal Marketing Culture. Rae Ann has over 15 years of management experience with an emphasis on process re-engineering, employee development, and business alignment of IT services. Formerly the Vice President of Strategic Relations for Previo, Rae Ann was the publisher of Previo’s eZine, eSupport Perspectives and has authored many articles and white papers published in various support and service industry publications. In this role, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Prior to Previo, Rae Ann was the Director of IT Customer Service for Siemens Energy & Automation (SE&A) where she started up an IT training and documentation department, re-engineered the Service Desk, and implemented Incident Management, Problem Management and Service Level Management across the IT organization. She came to SE&A from Cutler-Hammer where she re-engineered the Support and Security teams in her role as Enterprise Support Manager. In her previous role as the Training & Documentation Manager, she worked closely with the business units to develop and deliver business-focused training and support. Her training team won the Cutler-Hammer Award for their innovative and successful training program focused on raising the computer literacy of the Cutler-Hammer sales force through organized peer training. Rae Ann has her ITIL Service Management Foundation Certificate and is a certified trainer HDI Professional, Knowledge Management, Team Lead, Manager and Director Certifications. Rae Ann was nominated for the 2001 Computer World Premier 100 and was the recipient of the 99 Service Award from Service News. She was the co-chair of the Georgia 100 Mentoring program Alumnae Association and served on the World Leadership Team for Help Desk 2000. She is a regular speaker at leadership and support conferences. less

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John Butler
Corner Bakery Cafe
John Butler is currently the Manager of IT Support Services for Fridays Restaurants, where he has ownership of Incident, Problem, Knowledge, and Release Management and oversees the Level 1 and... read more
John Butler is currently the Manager of IT Support Services for Fridays Restaurants, where he has ownership of Incident, Problem, Knowledge, and Release Management and oversees the Level 1 and Level 2 teams as well as restaurant IT systems deployment and installation. John has over 15 years of management experience in the Hospitality industry and nearly 15 years of IT management and director-level experience. He received his Bachelor of Arts degree in Psychology and his Master of Science degree in Management and Administrative Sciences from the University of Texas at Dallas. John also has certifications for A+, Net+, MCP, ITIL v3, and HDI Support Center Manager. John has been involved with HDI since July of 2008 and has served as a member of the HDI National Retail Forum Steering Committee and is currently serving as a member of the HDI International Certification Standards Committee and Chapter Secretary for the DFW HDI Local Chapter. less

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Cintia Caputto
Stefanini
Cintia Caputto is a Contents Manager and Education Manager in HDI Brazil. She is responsible for keeping updated courses offered by HDI Brazil in alignment with updates from HDI. She... read more
Cintia Caputto is a Contents Manager and Education Manager in HDI Brazil. She is responsible for keeping updated courses offered by HDI Brazil in alignment with updates from HDI. She is an HDI-Certified Instructor and HDI-Certified Auditor. She audited some companies to offer integrated services of IT Infrastructure, Systems, Applications and BPO in Brazil. With 20 years of experience in service desk and on-site support, Cintia has broad knowledge of management teams, development strategy for improvement, development of processes, monitoring, scaling teams, cost control,maximizing ROI, scripts, and methodologies. With passage by companies including Hewlett-Packard, Philips, Atos Origin, Roche Pharmaceuticals, Stefanini IT Solutions and Bayer, the specialist is the main Development Board intellectual capital produced by HDI Brazil in partnership with others professionals from the Strategic Advisory Board. less

Lucia Caron
Lucia Caron
Verint Systems, Inc.
Lucia Caron has over 18 years of experience in the IT support industry focusing on technical support operations, customer service, operations analysis, and process design and implementation. Lucia’s experience includes... read more
Lucia Caron has over 18 years of experience in the IT support industry focusing on technical support operations, customer service, operations analysis, and process design and implementation. Lucia’s experience includes overseeing support operations, leading highly skilled technical support teams, and implementing industry-leading technology support processes for Verint Systems, Network Alliance, the U.S. Department of Interior, and SRA International. Lucia currently oversees the Customer Support team for Verint Systems. Lucia has a Master’s of Science degree in Information Systems and Technology and is currently pursuing a Doctorate degree in Management, Organizational Leadership, specializing in information systems and technology. less

Sarah Carpenter
Sarah Carpenter
Hewlett Packard (Texas)
Sarah Carpenter works for Hewlett Packard. She started her career with HP in March of 1999. Sarah manages the knowledge management and training functions for HPs Global Service desk.... read more
Sarah Carpenter works for Hewlett Packard. She started her career with HP in March of 1999. Sarah manages the knowledge management and training functions for HPs Global Service desk. Sarah led the effort to develop the award package that won the HDI External Team Excellence Award in 2008. Sarah led the team who won the TSIA Knowledge Management Award in 2012. less

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Brandon Caudle
First American Title
Brandon Caudle is a seasoned service desk and IT professional with more than 20 years of customer service and support experience. His experience working with, leading, and directing virtual teams... read more
Brandon Caudle is a seasoned service desk and IT professional with more than 20 years of customer service and support experience. His experience working with, leading, and directing virtual teams in a 24x7 support environment across multiple states and time zones has given him a unique skill set for world class customer service. His background includes consolidating service desks, creation and implementation of 24x7 follow-the-sun support model and also enterprise-wide adoption of consistent incident management best practices and processes. Brandon is the past president of the Sacramento Chapter of HDI, current western regional director and he proudly carries the HDI Help Desk Manager Certification. His passion is customer service and willingly shares his thoughts and experiences both online and in speaking to HDI and other groups. less

John Custy
John Custy
JPC Group
John Custy is the founder and principal of JPC Group, a professional services company focused on the three key factors of IT Service Management (ITSM): people, process, and technology. He... read more
John Custy is the founder and principal of JPC Group, a professional services company focused on the three key factors of IT Service Management (ITSM): people, process, and technology. He has over twenty-five years of experience working in IT services and service management organizations. John is an ITIL-certified Service Manager/Expert, a certified ISO9000 Internal Auditor, and an Exin/TUV and itSMF certified ISO/IEC 20000 Consultant. He is a member of the HDI Faculty, an HDI-Certified Auditor, and a Subject Matter Expert (SME) for the HDI Individual Certification Standards and HDI Support Center Certification Standard. He is also an Exin Accredited trainer for ITIL, ITSM Professionals based on ISO/IEC 2000 and Information Security Management based on ISO/IEC 27002. He was a key contributor to the development of the HDI Support Center Certification program and other industry certification programs. He is a member of the HDI International Certification Standards Committee and the Exin Professionals Group.

Prior to founding JPC Group, John was employed by ZD/Softbank as the Director of Professional Services where he was responsible for managing a consulting services group and training organization. He also held Product Management and Quality Management positions with global computer vendors, and served as a faculty member at Merrimack College where he taught programming. He has a BS from UMass Lowell and has a MA in Innovation & Technology from Boston University.

HDI-Certified Auditor since 2001
HDI Faculty Member since 1995
HDI Member since 1993

Certifications:
HDI: HDI-CSS, HDI-SCA, HDI-SCTL, HDI-SCM, HDI-SCD, HDI-KCS
CSI (Consortium for Service Innovation): KCS verified v4 Trainer
ITIL v3: Foundations, ITIL Intermediate (SS, SD, ST, SO, CSI, PPO, SOA, OSA, RCV), Expert
ITIL v2: Foundations, ITIL Practitioner (IPAD, IPSR, IPPI), Service Management Manager
ITSM Professional based on ISO/IEC 20000: Foundations, Alignment of IT Services, Support of IT Services, Manage and Improvement of IT Services, Release & Control of IT Services, Manager/Consultant
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Paul Dooley
Paul Dooley
Optimal Connections, LLC
Paul is the President and Principal Consultant of Optimal Connections LLC. With over 30 years of experience in the high technology and software development industry, Paul has held numerous positions... read more
Paul is the President and Principal Consultant of Optimal Connections LLC. With over 30 years of experience in the high technology and software development industry, Paul has held numerous positions in customer service, support and marketing. Paul's experience includes years of IT technical support as well as management, working for such companies as Motorola, FileNet, and QAD. He is also experienced in service desk infrastructure development, support center consolidation, deployment of web portals and Knowledge Management Systems, as well as service marketing strategy and activities. Currently Paul delivers a variety of services to IT organizations, including support analyst and IT management training, ITIL Foundations training, support center assessments, audits, and general consulting. His degrees include an BA and MBA. Paul is certified in most ITIL Intermediate levels and as an ITIL V3 Expert. He is also HDI certified as an instructor and auditor, and by ITpreneurs. Paul is also very active in itSMF, serving as the Membership Chair of itSMF Los Angeles. less

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Rick Fielding
Church of Jesus Christ of Latter Day Saints
Rick Fielding has been involved in IT Service Management since 1999. He has worked in a variety of support and training roles. Rick started as an online instructor... read more
Rick Fielding has been involved in IT Service Management since 1999. He has worked in a variety of support and training roles. Rick started as an online instructor and curriculum designer teaching classes on Microsoft Office. He later went on to be the process owner for Incident, Problem and Change Management for Electronic Data Systems (EDS) at a major manufacturing client. More recently, he has worked in Executive Deskside Support and Training at the Church of Jesus Christ of Latter-day Saints. He currently works as the Problem Management process owner at the LDS Church. He has a BS in Computing and Software Systems from the University of Washington – Tacoma and an MBA with a focus in IT Management from Western Governors University. He has taught the HDI Desktop Support Certification class. Rick has also received the ITIL Foundations certification in v3 and completed the ITIL Expert certification in 2013. less

Nathan Harvey
Nathan Harvey
Elevate Credit
Nathan Harvey is the Dallas Support Center Manager for Genuine Parts Company providing technical support to 6,000 NAPA auto parts stores across the US. Prior to being with GPC, Nathan... read more
Nathan Harvey is the Dallas Support Center Manager for Genuine Parts Company providing technical support to 6,000 NAPA auto parts stores across the US. Prior to being with GPC, Nathan was the Service Desk Manager for FedEx Kinko’s providing 24x7 technical support to 20,000 FedEx Kinko's employees at over 1,400 retail locations. Nathan has been in the support industry since 1998 filling roles from First Level Support Representative to Service Desk Manager. Nathan started his management career in 2004 overseeing support for the largest technology deployment FedEx Kinko's had completed; deploying a new point of sale and workflow management system to every FedEx Kinko's retail location. Nathan is an HDI certified Support Center Manager (SCM) and holds and ITIL Intermediate Capability Certification in Operational Support and Analysis (OSA). less

rhomer
Robert Homer
Providence Health & Services - AK
Robert has 28 years of healthcare administration, patient care management, and healthcare technology experience. Roles held include: Deputy, Chief Information Officer for the largest medical facility in the Pacific... read more
Robert has 28 years of healthcare administration, patient care management, and healthcare technology experience. Roles held include: Deputy, Chief Information Officer for the largest medical facility in the Pacific Air Forces. Project Lead to develop technology strategy, telemedicine initiatives, infrastructure design, and EMR implementation for joint venture operations between the Veterans Administration and Air Force healthcare facilities in Alaska. Served on numerous projects with the Air Force and Veterans Administration to develop EMR and healthcare data sharing, hardware design, and security practices. Regional Manager for service delivery and technology services for the Alaska region of Providence health systems. Wide scope of hospital operations experience and technology integration for healthcare operations. Hobbies include automobile restoration; snowmobiling (called snow machining in Alaska); along with camping and fishing in the great state of Alaska. less

davidpisaac
David Isaac
QAI India Ltd.
David P. Isaac is a Consulting Partner and Practice Head at QAI Global with over 22 years of extensive experience in the areas of ITES and Technical support Centers. He... read more
David P. Isaac is a Consulting Partner and Practice Head at QAI Global with over 22 years of extensive experience in the areas of ITES and Technical support Centers. He is an ASQ Certified Six Sigma Black belt, Certified Master Black Belt and a Lean expert. David is a certified HDI Instructor for the past 5 years; He is also a HDI Certified Assessor for HDI SCC and has consulted large organizations in their journey towards business excellence. He has led quality teams and initiatives for improving customer experience and simultaneously reducing costs through effective New Product Introduction, Six Sigma, Lean and COPC. He has led Business Transformation, Strategic Change Management, Data Analytics and Operation Excellence initiatives across organizations in IT / ITES, IT IS, BFSI, Manufacturing, Services, HR, and Service Support functions. less

djaehnig
Drew Jaehnig
DISA
Drew Jaehnig has been in IT for more than 20 years and has managed service desks, network operations centers, and technical control facilities for four Defense department agencies. He has... read more
Drew Jaehnig has been in IT for more than 20 years and has managed service desks, network operations centers, and technical control facilities for four Defense department agencies. He has provided global and local support to a wide range of users on systems ranging from Command and Control functionality in direct support to the troops on the ground to basic administrative support for office workers in the National Capital Region. In his current position he oversees the agency's ITSM adoption program and is charged with overarching governance of the Agency's processes with a target goal of ISO 20000 certification Agency-wide. Mr. Jaehnig is a former member of the United States Navy and is a member of the Helpdesk Institute (HDI) Government Forum, the HDI Desktop (formerly Field) Technician's Technical Review Committee, The HDI International Standards Committee and The Information Technology Service Management (ITSM) Forum. Mr. Jaehnig holds certifications as a HDI Support Center Manager, Information Technology Infrastructure Library (ITIL) Service Manager and ITIL V.3 Expert. He has served as lead implementer of the ITIL/ITSM framework in four different environments and a winner of the 2008 GCN Technology Leadership Award for his work in ITSM. His past work in the industry includes key contributions on the design of the internationally accepted Service Center Maturity Model (now a DISA target) and establishment of the Desktop Technicians Technical qualifications standards that are now required for all Vista Certified Desktop technicians. less

CarrieStark
Carrie Jonas
Volkswagen Group of America
Carrie Stark has 15 years of IT Management experience, supporting organizations including global manufacturers, automotive suppliers, health services providers, managed service providers, financial institutions, and casinos. In 2008, Carrie joined... read more
Carrie Stark has 15 years of IT Management experience, supporting organizations including global manufacturers, automotive suppliers, health services providers, managed service providers, financial institutions, and casinos. In 2008, Carrie joined the Information Technology team at the Volkswagen of America, currently serving in the role of Operational Governance Manager. In addition to implementing and managing ITIL-based problem management processes, she has also introduced governance, quality assurance, communication, customer satisfaction, and reporting initiatives to the organization. Previous engagements include serving with PMV Technologies, Analysts International, and IOC. Carrie is both HDI and ITIL certified. Carrie’s passion for customer support and service excellence lead her to HDI, where she served as an active member for 5 years; from 2006 to 2008, she served on the HDI Motown Chapter Board. In 2013, Carrie also joined HDI's International Certification Standards Committee to develop HDI's Problem Management certification offering. less

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Larry Josefowski
PEPCO
Larry Josefowski is an IT professional with over 20 years experience. Larry has worked in the Infrastructure and Client Support areas in a variety of roles. Larry has also served... read more
Larry Josefowski is an IT professional with over 20 years experience. Larry has worked in the Infrastructure and Client Support areas in a variety of roles. Larry has also served in the Army, completing a tour as the Chief Technology Officer of a 1,000 person unit in Iraq. less

jued0001
Shane Juedes
Shane D. Juedes, IS Help Desk Manager for UW Health (including UW Hospital and Clinics, UW Medical Foundation, as well as Department of Family Medicine). Originally started as a... read more
Shane D. Juedes, IS Help Desk Manager for UW Health (including UW Hospital and Clinics, UW Medical Foundation, as well as Department of Family Medicine). Originally started as a part-time Help Desk End User Support analyst in January of 2002 and has worked his way up from there to manager in 2006. The first in his position to introduce metrics (first call resolution, time to answer, etc.) to how the Help Desk performs and has developed a monthly scorecard so each of the Help Desk staff know exactly what they need to be working on to improve. Has been doing everything he can to increase the business maturity of IS, acting in multiple roles as needed, to get closer to ITIL best practices. Considered a "jack of all trades, master of none”, is asked to perform tasks outside of being a Help Desk Manager quite often, and excels in what is asked of him. Has been told he is a very good listener, and often brings common sense to the forefront of discussions. Specialties: Knowledge of HEAT Call Logging 8.x and Crystal Reporting. ServiceNow Administration starting Oct 2013. less

Brad Kramer
Brad Kramer
CA Technologies
Brad Kramer is a Sr. Business Technology Architect for CA Technologies, responsible for designing management, security, and governance solutions for government agencies in New York. Brad collaborates with Agency CIO’s... read more
Brad Kramer is a Sr. Business Technology Architect for CA Technologies, responsible for designing management, security, and governance solutions for government agencies in New York. Brad collaborates with Agency CIO’s and key decision makers to design CA solutions to meet business and technical goals. Prior to his 15 years at CA Brad spent over 15 years as an IT Director, Help Desk Manager and Desktop Support Manager for global financial services, retail and marketing companies spanning network and systems Management, project management, systems implementation, helpdesk management, desktop support and business assessment consulting. Brad has spoken at conferences on a variety of technology topics, is ITIL Expert Certified and CA architecture certified. less

JohnLivingston
John Livingston
University Hospitals
John Livingston is a Senior IT Audit and Governance professional with 15 years’ experience in IT audit and IT operations for Fortune 500 and multi-billion dollar revenue companies. He... read more
John Livingston is a Senior IT Audit and Governance professional with 15 years’ experience in IT audit and IT operations for Fortune 500 and multi-billion dollar revenue companies. He has the ability to leverage best practice and control frameworks such as ITIL, COBIT and Lean Six Sigma in a practical way to improve processes. John also is a frequent speaker at regional/national Audit and IT Service Management conferences. His certifications include Lean six Sigma Black Belt, Certified Information Systems Auditor and COBIT Certified Assessor. less

KatherineL5460
Katherine Lord
Quint Wellington Redwood
Katherine is a Distinguished Professional in Service Management (DPSM TM ), an ITIL V3 Expert and V2 Service Manager (with distinction), and certified at the Cobit foundations level. She also... read more
Katherine is a Distinguished Professional in Service Management (DPSM TM ), an ITIL V3 Expert and V2 Service Manager (with distinction), and certified at the Cobit foundations level. She also holds HDI Director, Service Desk Manager and other industry recognized Certifications, possesses a Six Sigma Yellow belt, and has experience working with Lean Six Sigma concepts. In Addition she is a PROSCI certified change manager with depth in organizational change. Katherine is a seasoned ITSM Practitioner with significant consulting expertise in the ITSM/ITIL education and implementation space. Katherine has been speaking at Service Management related conferences for 5 years now, and has focused recently on organizational change aspects of Service Management with her speaking, teaching and writing. Katherine has over eleven years of hands on Service Management Consulting expertise, focusing on Service Management Strategy, business alignment, benchmarking, gap assessments, road map development and process implementation. Core philosophies underlying all consultative and educational pursuits include: business alignment, education, awareness, the human touch, and defining and reaching the “look of success.” less

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Ray Marchand
RADAR Solutions Group Inc
o Mr. Marchand is a seasoned Business Manager with 36 years experience in various aspects of the IT industry. Ray is a founding Partner of RADAR Solutions Group Inc. specializing... read more
o Mr. Marchand is a seasoned Business Manager with 36 years experience in various aspects of the IT industry. Ray is a founding Partner of RADAR Solutions Group Inc. specializing in Customer Service consulting, training and management tools. He managed service delivery teams with an excellent track record in achievement of revenue, expense and customer satisfaction goals. Mr. Marchand served in roles related to Product Life Cycle planning, development and implementation of major product enhancement and re-engineering deliverables. Mr. Marchand has successfully demonstrated skills in training development and delivery of quality improvement programs, customer management, performance management, analytical troubleshooting, process improvement techniques and project management. Ray has lead process improvement teams in a Helpdesk environment that focused on, productivity improvements and employee empowerment. He has demonstrated leadership in the implementation of measurable quality process improvement initiatives. Ray is ITIL Foundations certified and a certified HDI Trainer. He has served on the executive of the Ottawa HDI Chapter and is a member of the HDI International Standards Committee. less

Steve Matthews
Steve Matthews
DorLind Solutions
Steve Matthews is founder and principal consultant at DorLind Service Management Solutions, a consulting and training firm focused on promoting IT Service Management. He serves clients in both private and... read more
Steve Matthews is founder and principal consultant at DorLind Service Management Solutions, a consulting and training firm focused on promoting IT Service Management. He serves clients in both private and public sector organizations. He became an HDI Certified Auditor in 2012. He serves as a member of the HDI International Certification Standards Committee. Steve is an experienced and seasoned consultant, mentor, visionary, and accredited trainer with over 28 years of experience. He has held positions in information technology management, applications development and support, service desk, technical support, operations, and systems administration. He 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. Steve has the distinction of being one of only sixteen ISO/IEC 20000 ECM certification holders worldwide. less

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Pete McGarahan
First American Financial Corp
Pete McGarahan, senior IT director at First American Financial Corporation, is a thirty-year veteran of IT and business. He’s been blessed with great career opportunities, experiences, and acquaintances, and he... read more
Pete McGarahan, senior IT director at First American Financial Corporation, is a thirty-year veteran of IT and business. He’s been blessed with great career opportunities, experiences, and acquaintances, and he enjoys sharing the lessons he’s learned in his published writing and his speaking engagements. less

Laura Bullock McNally
laura mcnally
Laura Bullock has more than 30 years experience in the IT support industry. Her responsibilities have largely centered on help desk and desktop support management, as well as telecom management.... read more
Laura Bullock has more than 30 years experience in the IT support industry. Her responsibilities have largely centered on help desk and desktop support management, as well as telecom management. Laura has been an active member of HDI for many years. For last several years she has participated on several HDI committees and been a judge for the Analyst of the Year Award. Laura has a B.Ed. and M.A. in education and computers. less

Chris Meadows
Chris Meadows
Lowe's Companies Inc.
Chris has over 14 years of service desk leadership experience and 15+ years overall experience in the IT support industry. Prior to accepting service desk leadership roles in the HealthCare... read more
Chris has over 14 years of service desk leadership experience and 15+ years overall experience in the IT support industry. Prior to accepting service desk leadership roles in the HealthCare and Retail industries, Chris served as a Certified Instructor for STI-Knowledge / Help Desk 2000 and has trained and certified hundreds of support industry practitioners nationwide in best practices. In addition to being both an HDI-Certified Support Center Director and KCS Foundations Certified, Chris possesses an ITIL Practitioner certification and a professional certification in Organization Development. less

Fancy Mills
Fancy Mills
Praxis Learning & Development
Fancy Mills has over 18 years of experience specializing in training, consulting, recruiting, and workforce management focused in the technical support and call center industries. As a Certified Workforce Manager,... read more
Fancy Mills has over 18 years of experience specializing in training, consulting, recruiting, and workforce management focused in the technical support and call center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As an HDI Faculty Member since 2006 she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum for Fortune 500 companies such as Dell Computer Corporation in the areas of presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as HDI and ATD. While at HDI she’s served as a chair for International Certification Standard Committees, served on certification testing committees, as well as published articles for Support World Magazine. Recently she has served as a Track Chair for the 2015 ITSMF/Fusion International Conference. She's currently pursuing her Masters in Human Resource Development with a specialization in Adult Education from Texas A&M University. less

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Julie Mohr
JulieLMohr.com
Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world... read more
Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie speaks at conferences worldwide on topics of leadership, business, customer experience management, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement. less

debmonroe
Deborah Monroe
Ignite Achievements Int'l, Inc.
As President of Ignite Achievements Int'l, Deborah works with all levels of Executive Leadership, Management and Individual Contributors to concentrate on integrating humans and process for a balanced working environment.... read more
As President of Ignite Achievements Int'l, Deborah works with all levels of Executive Leadership, Management and Individual Contributors to concentrate on integrating humans and process for a balanced working environment. Deborah is an author, a sought after international speaker and executive coach. Her focus is assessing and producing change in behavior in the workplace and beyond. Her aim is to build understanding and empathy creating a positive bottom line through employee and customer retention. She is also a Faculty member and conference speaker with HDI and has a twenty plus year history in IT. less

SimoneJoMoore
Simone Moore
SJM
Simone Moore is a Senior Consultant & Master Trainer. With an approach that engages you in a depth of knowledge, collaboration and sense of humour that is thought provoking, interesting... read more
Simone Moore is a Senior Consultant & Master Trainer. With an approach that engages you in a depth of knowledge, collaboration and sense of humour that is thought provoking, interesting and relevant, Simone probes the hearts and minds of what makes business and IT tick. Simone enjoys the repartee that leads to evolution and revolution to jumpstart people’s thinking, behaviour and actions at any level. Simone’s focus is on actively integrating and balancing four core business principles - people connected, knowledge shared, possibilities discovered and potential realised. Simone is actively engaged across Social Media Channels sharing 20+ years of experience in strategic and operational business design, development and transformation. Various Industry conferences, forums and media owners engage Simone as an SME to write, speak and facilitate workshops and webinars. As a longtime senior consultant and master trainer, Simone works internationally with many clients and closely with HDI Gold Country Partners HDAA since 2005 and ITPreneurs since 2014. Her most recent project being Lead Author on ITPreneurs ITIL Practitioner certification course. In addition to the HDI Portfolio, Simone instructs various ITSM frameworks such as ITIL and DevOps and conducts other workshops like the GamingWorks Apollo13 ITSM Simulation. A HDI Faculty Member, Simone has participated on the HDI International Certification Standards Committee (ICSC) since 2006. Simone is tertiary and industry qualified, a Distinguished Professional in Service Management and specialises in customer service, strategic planning, organisational development, change management and human resources. less

Mike Rabinowitz
Mike Rabinowitz
Independent
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... read more
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 10 year police career, Mike now has 10 years in the world of IT support and customer service. He spent 6 years learning his craft with companies such as Carolina Medical Center and Bank of America as a field technician, team leader, manager, Assistant Vice President and for the last 4 years as a 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. less

Buff Scott
Buff Scott III
Propoint Solutions
Buff Scott lll has over 35 years of Information Technology experience ranging from a technical programmer to an IT Assistant Vice President of a large Fortune 500 company. He... read more
Buff Scott lll has over 35 years of Information Technology experience ranging from a technical programmer to an IT Assistant Vice President of a large Fortune 500 company. He is a versatile leader with years of executive management experience that includes leading technical, operational, process, and compliance teams. He has presented at numerous local and national IT conferences and forums. Buff is the founder and principal of BS3 & Associates, a professional services company specializing in IT Service Management. Buff holds a BA in Business Administration, the ITIL V2 Manager certification, and the ITIL V3 Expert certification. He is an EXIN accredited ITIL trainer, TIPA Lead Assessor for ITIL, and is a Certified Information Systems Auditor (CISA). less

Artur Sygnatowicz
Artur Sygnatowicz
ASY Consulting
Arthur Sygnatowicz works as a consultant specializing in IT service and security management. He conducts audits of IT organizations based on ITIL best practices, utilizing the ISO 20000 standard, conducts... read more
Arthur Sygnatowicz works as a consultant specializing in IT service and security management. He conducts audits of IT organizations based on ITIL best practices, utilizing the ISO 20000 standard, conducts security audits based on the ISO 27001 standard, provides consulting in IT security, service delivery, and service support, serves as a business development advisor, delivers HDI courses, and also designs and offers other courses. Artur is an ISO27001 Leading Auditor since 2015 and is also the Manager of HDI-Poland. Artur began his career in 1982 as a system engineer designing measurement systems. He has been working in IT since 1990 and has served as a board member for several well-known system integrators. In the mid 90's, he built one of the first companies in Poland dealing with IT systems management and security . He has played a key role in building the help desk solutions market in Poland. In 1998, he established HDI-Poland and has served as Chairman of the Jury of the local HDI Support Leader competition since 2006. Artur graduated the Faculty of Electronics at Warsaw University of Technology. He also completed postgraduate studies in Business Management and Marketing and has taken many IT-related courses including COBiT, PRINCE2, ISO/IEC 20000, and numerous system management software courses. HDI-Poland Founder in 1998 HDI-Certified Instructor since 2008 HDI ICSC Member since 2008 HDI-Certified Auditor since 2011 ITIL Expert since 2012 ISO20000 Leading Auditor since 2012 Certifications: HDI: HDI-CSR, HDI-SCA, HDI-SCTL, HDI-SCM, HDI-KCS ITIL Expert ISO20000 Leading Auditor PRINCE2 Foundation less

Clyde Talley
Clyde Talley
Independent
Clyde Talley has served as Director of Operations at FM Facility Maintenance and at the University of Connecticut (UConn) as the Manager of the Customer Support and Relations department, previously... read more
Clyde Talley has served as Director of Operations at FM Facility Maintenance and at the University of Connecticut (UConn) as the Manager of the Customer Support and Relations department, previously working at Phoenix Home Life Insurance as a Manager for the IT Service Center Operations and Support for the United States and overseas in Bangalore, India. He is currently serving on the Board of Directors of both the United Way of Central MA and YOU Inc. He has been involved in Toastmasters (a communication and leadership organization) for over 20 years. Has served as District Governor covering Eastern New York, Western MA and all of CT. He is also the creator and presenter of the “Inspired Excellence” seminar and workshops. As a professional speaker/lecturer for over 30 years, Clyde has given workshops and presentations to various businesses, colleges, religious, local and civic organizations less

Tatsumi Yamashita
Tatsumi Yamashita
HDI-Japan
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... read more
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. less