HDI is proud to support a Strategic Advisory Board comprised of industry thought leaders, practitioners and solution providers. We work with this board to:

  1. Keep closer tabs on customer insights and support center and service management market developments as they arise.
  2. Ensure our content offerings align with industry best practices and our products evolve at pace to serve the community.
  3. Grow industry relationships and our network.

HDI’s mission is focused on delivering smarter service and better business outcomes. This board helps us deliver on this mission and we value the contributions these experts make to the service and support industry.

Be sure to look for their insights in our SupportWorld Newsletter, meet them at our virtual and live events, and get to know them below.

For inquiries regarding this board, please contact [email protected].

HDI Strategic Advisory Board

Roy Atkinson

Roy Atkinson CEO | Principal Advisor Clifton Butterfield, LLC

Roy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience, and serves as CEO, Clifton Butterfield, LLC, a business advisory practice.

He is a prolific writer, speaker, webinar presenter, and podcaster as well as an industry analyst. His expertise has been featured by The Economist, BizTech Magazine, Social Media Today, Computerworld, Oracle Customer Experience, SAP Business Innovation, and others. He was described by CIO Insight as a "model for the future digital leader." He is one of HDI’s “Top 25 Thought Leaders in Technical Support and Service Management for 2020.” Nextiva named him one of the "Top 50 Customer Service Experts of the Decade 2010-2020" and SurveySensum included him in its list of “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.” He is a Fellow of the Institute for Digital Transformation. Roy was HDI's 2019 Lifetime Achievement Award honoree.

He holds a masters certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.

Liz Beavers

Liz Beavers Head Geek SolarWinds

Like many IT professionals, Liz's entry into the tech industry was unconventional. With plans to pursue a career in public relations, Liz's career quickly took a turn toward technology. She started working as a customer success manager with a financial industry research platform before joining Samanage, now SolarWinds Service Desk.

Before becoming a SolarWinds Head Geek™, Liz served as the technical point of contact for SolarWinds Service Desk customers. In this role, she combined the best of both worlds: her passion for communicating with prospective and existing customers while leaning on her multiple ITIL certifications to provide ITSM best practices to help alleviate pain points, work smarter, and streamline service desk operations.

Liz is a formally trained public speaker and is actively involved in the service management community, participating in and hosting podcasts, webcasts, panel discussions, and speaking at large-scale industry events. She attended James Madison University, earning a B.A. in Communication Studies. 

David Cannon

David Cannon EVP Nfiniti3

An industry expert and trusted consultant, David has been at the forefront of helping organizations understand and adjust to significant shifts in the technology industry over the past three decades. David is known for crafting industry best practices for Strategy and IT Operations and uses them extensively to make organizations function more effectively and efficiently. He has led consulting practices in Forrester, Hewlett-Packard, and BMC Software.

David believes that a successful digital strategy is an enterprise initiative that integrates technology and data from multiple internal and external sources to achieve business success.

David is the co-author of the ITIL 2007 Service Operation book, author of the ITIL 2011 Service Strategy book, and lead editor of the ITIL 4 Digital and IT Strategy book. The itSMF awarded him two lifetime achievement awards.

Evan Carlson

Evan Carlson Chief Revenue Officer EasyVista

Evan Carlson joined EasyVista in 2010 as the first employee in North America. He is currently the Chief Revenue Officer responsible for revenue growth and profitability across marketing, sales, services, support, and customer success. Evan previously served as VP of Sales at EasyVista to establish and grow the business with empowered teams, innovative go-to-market strategies, and long-term customer relationships. Before EasyVista, Evan helped leadership roles for technology vendors, including OPNET (acquired by Riverbed Technologies), Optinuity (acquired by CA Technologies), and Visual Networks (acquired by Danaher Corporation).

Marni Casanova

Marni Casanova Director, End User Support T-Mobile US, Inc.

Marni has spent over 15 years in progressive leadership roles throughout IT operations, IAM, service management, and customer support. She joined T-Mobile in 2017 as a director within the Technology Service Delivery & Operations organization, where she leads a geographically dispersed team of technicians and manages strategic service partners.

Before her venture into the telecommunications industry, Marni spent over a decade in healthcare. She was celebrated for her tenacity and passion for driving service excellence, forging relationships, and developing high-performing teams. To this day, she continues to find the most enjoyment in investing in the development of her leaders and employees while transforming teams and optimizing service operations. Marni holds a B.S. in Business Administration and a Certification in Supply Chain Management from Central Washington University.

Lisa Kemp Jones

Lisa Kemp Jones Director, Customer Engagement UCLA IT Services

Currently leading the Customer Engagement team for IT Services at UCLA, including IT Support Center, Client Support, Customer Experience & Learning, Communications & Content, Desktop Support, Campus Relationship Management, and IT Service Management.

IT at UCLA is a dynamic and evolving environment, and my work focuses on ensuring the best possible service to our campus community, partnering with colleagues to find solutions and communicate progress.

Nassar Nizami

Nassar Nizami Executive Vice President, Chief Information and Digital Officer Thomas Jefferson University and Jefferson Health

Nassar Nizami is the Executive Vice President, Chief Information and Digital Officer at Thomas Jefferson University and Jefferson Health, one of the nation's fastest-growing academic health institutions. He brings over 20 years of technology and leadership experience.

Nizami is responsible for setting the strategic direction of Jefferson's use of information technology, information security, and data and analytics. Nizami is passionate about advancing care and research through technology. He focuses on service excellence, innovation, and customer experience – all of which he believes are essential for Jefferson's success.

Before joining Jefferson, Nassar served in key leadership roles at New York-Presbyterian and Yale-New Haven Health. Nassar holds MBA from Columbia University and a bachelor's degree in Electrical and Electronics Engineering from Eastern Mediterranean University.

Stephen Paskel

Stephen Paskel Head of Chandler Operations – Site Leader Personal Property-Liability|Service Allstate

Stephen Paskel took his 15+ years of experience as a Senior IT Executive with a Fortune 500 organization. He started CMIT Solutions of Biltmore, an IT Service Provider organization that can handle the technology needs of small and medium-sized organizations across North America. He has gained in-depth experience establishing and leading best-in-class operations centers domestically and internationally. As the Head of Operations for Allstate's Chandler Service Delivery Organization, he is responsible for building, growing, and developing the support center of the future.

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N.J. Robinson

N.J. Robinson Sr. IT Manager U.S. Air Force

N.J. Robinson has over 15 years of IT leadership, operations, and customer support experience. He is a proud Air Force (AF) Veteran, IT Leader, and entrepreneur. In 2017, he joined the National Air & Space Intelligence Center as the Director of IT Operations where he leads the organization’s IT Strategy development, customer support, and Business Continuity operations.

Prior to his current role, and after his AF career he served as a Regional Business Relationship manager overseeing IT Support for Cox Communications HQ and East Coast regions. N.J. is also the president of Hi-Tech Leadership LLC, where he develops new and upcoming IT Leaders in the areas of leadership and communication, helps businesses optimize service operations, and develop competitive strategies.

N.J. commits himself to continuous development and enjoys mentoring and serving others. He currently serves as the V.P. of Sponsorship for Capital Area HDI serving DMV’s IT Support and Service Management professionals. He holds a B.A. in IT Management, a PMP, Security+, and ITIL certifications and is currently pursuing his M.B.A. at George Washington University.

Christopher Savio

Christopher Savio Manager of Product Marketing, Remote Solutions Group LogMeIn

Christopher Savio is a Product Marketing Manager for LogMeIn's Remote Solutions Group. With a diverse career background from consulting to product management, he helps shape the product direction and supports developing and implementing the go-to-market plans for the business's employee and customer-facing support, engagement, and AI-powered offerings. He's passionate about using customer-centric research and insights to help push forward strategic decisions and product innovations.

Jack Simpkins

Jack Simpkins Head of PNW IT Operations Facebook

Jack Simpkins started at Facebook in 2011. At first, he built and scaled enterprise platforms, including the largest Tableau and Microstrategy environments of their time. Currently, he is managing operations and growing the Pacific Northwest Facebook presence, where procedures have tripled in the last two years. Ongoing projects include designing and implementing global workforce transformation programs, launching apprenticeships in sound design, and systems administration.

Doug Tedder

Doug Tedder Principal Consultant Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions with senior leadership to day-to-day practitioners. Doug's passion is helping and inspiring good IT organizations to become great. His attention to detail, industry knowledge, emotional intelligence, and the ability to "see the big picture" and make it actionable has resulted in a track record of success in transforming IT organizations into valued business leaders.

Doug holds numerous industry certifications from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management. Doug was recognized as an "IT Industry Legend" by Cherwell Software in 2016 and named to HDI's “Top 25 Thought Leaders in Technical and Service Management" for 2018 and 2020.

Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI and SIM, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).