Colorado Springs, CO – June 11, 2010 – HDI, a global association for IT service and technical support professionals and the premier certification body for the industry, today announced two inaugural desktop support advisory groups: the HDI Desktop Support Advisory Board and the HDI Desktop Support Leadership Council.

Desktop support responsibilities include, but are not limited to, the provisioning of hardware, software applications, operating systems, and network connectivity. The mission of the HDI Desktop Advisory Board is to provide HDI guidance in the development of industry standards, best practices, research, and professional development specific to the unique needs and responsibilities of the desktop support community. The HDI Desktop Support Leadership Council will review and provide feedback on initiatives presented by the Desktop Support Advisory Board.

Combined, these two groups represent six countries (Australia, Canada, India, the Philippines, Switzerland, and the United States) and eleven Fortune 500 companies, including Alcoa, Citigroup, FedEx, First Data Corp, Hewlett-Packard, MassMutual Financial Group, Mattel, Pepco Holdings, Texas Instruments, United Health Group, and Williams Companies.

Earl Begley, ITSM Implementation Project Manager for the University of Kentucky, has been selected to chair the HDI Desktop Advisory Board. Other board members include:

Ronald Ables, IT Support Center Manager, EPCO, Inc.
Earl Begley, ITSM Implementation Project Manager, University Of Kentucky
Thomas Blazek, Regional Infrastructure Delivery Services Manager, Alcoa Inc.
Frankie Bravo, Desktop Support Supervisor, Carnival Cruise Lines
Shannon Cepica, Managing Director, Texas Tech University
Eric Decker, Director, US Support and Operations, Merial
Rosanne Delaney, Senior Vice President, Mesirow Financial
Malcolm Fisher, Global Manager, IT Services, O-I
Mark Fitzgerald, Manager, User Services, Boise State University
Leo Forget, Delivery Director, Technisource
Gaurav Gupte, Manager, Global Operations and Support, SunGard
Jean-Christophe Guyot, Manager, Assets and Service Management, Philip Morris International
Lucia Jenkins, Director, IT Support Operations, Network Alliance
Scott Kessler, Director, Client Management Services, TechTeam Global, Inc.
Phillip Kimball, Service Management Manager, University of Utah Hospital
Brad Kramer, Customer Solution Architect, CA
Lawrence Lenzini, Senior Engagement Manager, CDC Global Services
Brantley Lott, Senior Information Systems Technician, EMS Technologies, Inc.
Vince Lyons, PC Services Manager, Corporate / Mid-Atlantic Regions, Ricoh Corporation of America
Kathleen Oden, Information Resource Support Specialist, Texas Department of Transportation
Chris Ohlandt, Director, Division of Customer Support / Center for Information Technology, National Institutes of Health
David Sharp, Director of Network Convergence, LiquidHub
Kristy Trice, Manager, End User Computing Services, L.L.Bean
Jason Tryon, Service Desk Delivery Manager, Hewlett-Packard
Eddie Vidal, Manager, Enterprise Services Support, University of Miami

Currently, HDI offers a Desktop Support Technician certification. The training course, available both online and in the classroom, 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’s experience. In addition, HDI members are provided with articles and resources to assist with the advancement of desktop support operations. Future HDI plans include the release of Desktop Support Manager certification and training.

About HDI
HDI is the world’s largest IT service and technical support membership association and the industry’s premier certification and training body. Guided by an international panel of industry experts and practitioners, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities, and the largest industry event, the HDI Annual Conference & Expo. Headquartered in Colorado Springs, Colo., USA, HDI offers training in multiple languages and countries. For more information, visit or call +1 719.268.0174. HDI is part of UBM TechWeb.

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