Meet Our Faculty

James Bolton jbolton@thinkhdi.com

Jim Bolton is the founder and president of Propoint Solutions. Jim has over a decade of experience in architecting and delivering IT Service Management Solutions. A seasoned professional,... read more

Jim Bolton is the founder and president of Propoint Solutions. Jim has over a decade of experience in architecting and delivering IT Service Management Solutions. A seasoned professional, Jim has extensive experience in diagnosing and solving complex organizational, process, and technical challenges. Jim’s focus on the individual needs of each client ensures that Service Level Agreements are aligned to the client’s business drivers which include security, uptime, performance optimization, and revenue maximization. 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 an IT Service Management Consultant, ITIL trainer, author, and speaks at conferences around the world on IT Service Excellence. Jim serves on the HDI Strategic Advisory Board, and is track chairman for national itSMF. Jim holds an MBA in Technology Management, the ITIL v3 Expert Certificate, the ITIL v2 Manager Certificate, ITIL Practitioner’s Certificates, ITIL v3 Capability Certificates, and the ISO/IEC 20000 Consultant Certificate. less

Darrell Bond dbond@thinkhdi.com

Darrell Bond is a customer service professional with over 29 years experience dedicated to delivering, planning, designing, managing, and improving the delivery of service. Darrell is a founding Partner of... read more

Darrell Bond is a customer service professional with over 29 years experience dedicated to delivering, planning, designing, managing, and improving the delivery of service. Darrell is a founding Partner of RADAR Solutions Group Inc., Canada’s HDI Gold Distributor. In addition to helping new companies get off the ground by defining and building service solutions, he also helps established organizations solve service issues, consolidate services, or work their way through outsourcing arrangements. His passion for improving the “customer experience” has lead him to become an Auditor for HDI’s Support Center Certification program where he can apply his expertise in helping clients prove success. In addition to supporting HDI’s SCC program, he is also a HDI certified instructor for HDI Support Center Analyst and Knowledge Centered Support (KCS), a proven approach for transforming support from reactive to proactive. less

Rae Ann Bruno rbruno@thinkhdi.com

Rae Ann Bruno is the President of Business Solutions Training, Inc., a firm focused on experiential training for process improvement, business-aligned leadership and team development. Rae Ann is known for... read more

Rae Ann Bruno is the President of Business Solutions Training, Inc., a firm focused on experiential training for process improvement, business-aligned leadership and team development. Rae Ann is known for her interactive, information packed training courses and her ability to tailor information to her participants so that they can apply it in their respective roles. She has trained all levels of employees in the areas of communications, high performance teaming, DISC Profile, and leadership skill building with a special emphasis on Information Technology. 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

Randy Celaya rcelaya@thinkhdi.com

Mr. Celaya is a keynote event speaker and Instructor with 17 years of support center industry experience. Randy has been recognized as a strong motivator, results focused coach and effective... read more

Mr. Celaya is a keynote event speaker and Instructor with 17 years of support center industry experience. Randy has been recognized as a strong motivator, results focused coach and effective communicator working with groups or individuals to achieve success. Mr. Celaya has worked extensively with Help Desks and Call Centers around the world to develop and train Professional to Director level positions in Customer Support, Critical Thinking, Team Building, and Problem Solving skills. Randy was critical in the conception of one of the Help Desk industries most recognized certifications in the support services industry. Randy has served as the Keynote speaker at Help Desk and Call Center events around the world. less

John Custy jcusty@thinkhdi.com

John Custy is the founder and principal of JPC Group, a professional services company focused on three key factors of IT Service Management (ITSM): people, process, and technology. He has... read more

John Custy is the founder and principal of JPC Group, a professional services company focused on 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, and he is an ITIL-certified Service Manager/Expert, a certified ISO9000 Internal Auditor, and an 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 was a key contributor to the development of the Support Center Practices (SCP) certification, the Software Support Certified Consultant (S2C2) program, the HDI Support Center Certification program, and the HDI International Certification Standards Committee. John has been involved as a practitioner, educator, and consultant in developing industry education and certification programs for over fifteen years, he has co-authored an industry paper ("Customer-Oriented Enterprise Integration Technology"), and he is a well-known speaker and educator at IT service management conferences globally. John has a BS from Lowell Technological Institute and an MS in Innovation and Technology from Boston University. His certifications include: ITIL Service Management Manager, ITIL Service Management Practitioner, ITIL Foundations; ISO/IEC 20000 Consultant; ISO9000 Internal Auditor; HDI Support Center Manager (SCM), HDI Support Center Team Lead (SCTL), HDI Help Desk Support Engineer (HDSE), HDI Support Center Analyst (SCA), and Knowledge-Centered Support (KCS). less

Paul Dooley pdooley@thinkhdi.com

Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering products and services that help companies better connect with their customers.... read more

Paul Dooley is founder and Principal Consultant at Optimal Connections, LLC, a services firm that specializes in delivering products and services that help companies better connect with their customers. With over 30 years of experience in customer services and support, Paul has held a wide range of positions – including field support, front line service desk support, team lead, support center manager, business development manager and director. Paul’s wide ranging experience across the companies he has been engaged in has included one of the first case study implementations of Knowledge Management, successfully consolidating multiple support centers, and successfully developing support center people, processes and technology to drive performance to the next level. Paul holds a Bachelor degree in International Relations and a Masters in Business Administration. As a recognized ITIL V3 Expert, Paul hold’s most all of the ITIL certifications – from ITIL V2 Foundations, Practitioner and Service Manager, to nearly all of the ITIL V3 Intermediate Certifications (SS, SD, ST, SO, CSI, PPO, RCV, OSA), and of course the ITIL V3 Expert Certification. HDI certifications include Support Center Analyst (SCA), Support Center Team Lead (SCTL), Support Center Manager (SCM), Certified Instructor (CI), and Certified Support Center Auditor. As a contributing member of HDI, Paul has helped define and establish the HDI Support Center Certification (SCC) Standard, the Support Center Analyst (SCA) Standard, and the Support Center Manager (SCM) standard. In addition to being a HDI Certified Instructor, Paul is also an HDI Certified Auditor of support centers. A Local Chapter Officer with HDI Orange County, Paul is also a regular speaker at HDI and other IT support industry events world-wide. Recently published articles and white papers include "How to Market the Value of Your Support", "7 Steps to Exceptional Customer Service", and “ISO 9000 and HDI Support Center Certification: Complimentary Approaches”. His most recent book, “Building a Web Self-Service Portal: Keys to Success”, was translated into several languages and has been instrumental in helping many organizations plan and deploy a successful web support portal. less

Manley Feinberg mfeinberg@thinkhdi.com

As the CEO of VerticalLessons.com, Manley Feinberg leverages more than nineteen years of IT, business, and professional speaking experience to help professionals reach the next summit in their careers. Before... read more

As the CEO of VerticalLessons.com, Manley Feinberg leverages more than nineteen years of IT, business, and professional speaking experience to help professionals reach the next summit in their careers. Before founding VerticalLessons.com, Manley spent eleven years at Build-A-Bear Workshop, where he built an award-winning reputation for implementing technology solutions and support that produced results for the business every day. Manley is the president of the St. Louis chapter of the National Speakers Association, a member of the National Geospatial-Intelligence Agency’s Leadership Training Staff, and a member of the HDI Faculty. His passion, energy, and insight will inspire you to take your skills and your organization to the next level. less

Beth Haggett bhaggett@thinkhdi.com

Beth Haggett has worked as a consultant, trainer, facilitator, and coach since 1999. She developed the industry-recognized coaching curricula for both KCS and Quality, and she developed and conducted the... read more

Beth Haggett has worked as a consultant, trainer, facilitator, and coach since 1999. She developed the industry-recognized coaching curricula for both KCS and Quality, and she developed and conducted the Executive Development Program for the Consortium for Service Innovation. Beth is certified as a Master Personal and Executive Coach through the College of Executive Coaching, and she’s helped multinational corporations create optimal corporate cultures and facilitate relationships between global teams. Her background in psychology and in-depth experience with people brings a unique perspective to business challenges, which always have a people component. Beth received her PhD in Mind-Body Medicine-Health Systems from Saybrook University. In addition to serving as a member of the HDI Faculty, she’s also a practicing psychotherapist. less

Deborah Kowal dkowal@thinkhdi.com

Debby Kowal’s 20 years of Information Technology, Help Desk, and Customer Service experience bring a comprehensive and diverse background to her consulting role in the service and support industry. Prior... read more

Debby Kowal’s 20 years of Information Technology, Help Desk, and Customer Service experience bring a comprehensive and diverse background to her consulting role in the service and support industry. Prior to becoming a consultant and instructor, Debby held various management positions within the healthcare sector which included I.S. Manager, Help Desk Manager, and Customer Service Manager. Her other areas of expertise included the development of corporate training programs that focused on new hire practices, teammate incentive programs, continuous quality improvement initiatives, coaching and mentoring skills, and management training videos. Debby is also a certified HDI instructor, providing training and certification classes to customer service representatives, help desk analysts and team leads/supervisors. This unique combination of experience and skills allows Debby to share with her students the tools necessary to create a lasting culture of outstanding customer service. Debby is an active member of HDI’s local Delaware Valley Chapter. She is also a member of the National Small Business Association and serves on the Ambassador Committee for the Delaware Valley Chamber of Commerce in Media, Pennsylvania. less

Ray Marchand rmarchand@thinkhdi.com

Ray Marchand is a seasoned service delivery Business Manager with many years experience in various aspects of the IT industry. Ray is a founding Partner of RADAR Solutions Group... read more

Ray Marchand is a seasoned service delivery Business Manager with many 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, management tools and Canada’s HDI Gold Distributor. He managed service delivery teams with an excellent track record in achievement of revenue, expense and customer satisfaction goals. Ray has managed projects and programs related to service desk assessment and improvement, hardware and software Product Life Cycle planning, development and implementation of major product enhancement and re-engineering deliverables. Ray is a highly successfully trainer and demonstrated skills in training development and delivery of quality improvement programs, customer management, performance management, analytical troubleshooting, process improvement techniques and project management. He has demonstrated leadership in the implementation of measurable quality process improvement initiatives. Ray is certified in ITIL Foundations and an HDI certified Instructor. He is a member of HDI International Certification Standards Committee (ICSC). He has delivered several presentations to the Ottawa HDI Chapter as well as the Toronto and Ottawa ITSMF chapters. Co-developer and a facilitator of RADAR Solutions Group Inc. (RADAR) successful “Service Excellence” series of customer service training courses. These courses include Quality Customer Support (QCS), Quality troubleshooting Techniques (QTT) and Making Light of Stress (MloS). less

Mia Melanson mmelanson@thinkhdi.com

For the past fifteen years, Mia has provided professional and organizational development programs for customer contact centers within entrepreneurial organizations and Fortune 1000 companies. These programs focus on implementing best... read more

For the past fifteen years, Mia has provided professional and organizational development programs for customer contact centers within entrepreneurial organizations and Fortune 1000 companies. These programs focus on implementing best practices and exceeding industry standards, resulting in improved customer satisfaction and loyalty. Through her firm, Performance Consulting, Ms. Melanson works primarily with professionals in high customer contact functions where performance impacts profit on a daily basis. In addition to classroom training, Ms. Melanson provides clients with appropriate tools including resource kits, assessment profiles, and call guides to reinforce skill development. She also instructs students at Northeastern University’s Graduate School of Business where she is an adjunct faculty member. Before founding Performance Consulting, Mia was a Manager in Sales Support at Prime Computer, Inc., responsible for both strategic and tactical aspects of marketing campaigns and sales support programs. These initiatives generated measurable revenue including new accounts and an Excellence Award for individual achievement. Prior to joining Prime Computer, she was involved in Theatre Arts as an actress, producer, and publicist. Mia has authored articles and books on coaching, communication skills, and stress management. She is a member of the Association of Support Professionals, Who’s Who in the World, and is a Help Desk Institute Standards Committee member as well as an ITIL Foundations Certified Instructor. less

Fancy Mills fmills@thinkhdi.com

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

Julie Mohr jmohr@thinkhdi.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

Deborah Monroe dmonroe@thinkhdi.com

Deborah Monroe is currently one of 18 Master EQ Practitioners in the world through the Global EQ Community of 6 Seconds. She is also an associate with IOP (Institute for... read more

Deborah Monroe is currently one of 18 Master EQ Practitioners in the world through the Global EQ Community of 6 Seconds. She is also an associate with IOP (Institute for Organizational Performance) and a faculty member of HDI. Working with all levels of executive leadership, management and individual contributors, Deborah concentrates on integrating humans and process for a balanced working environment. Her aim is to build understanding and empathy creating a positive bottom line through employee and customer retention. Executive and personal life coaching remains one of Deborah’s areas of expertise. Her clientele range from the entertainment industry to corporate environments. less

Simone Moore smoore@thinkhdi.com

For the past eight years, Simone Moore has worked for HDAA, an HDI Gold Partner, first as the director of business development and training, later transitioning to client services. She’s... read more

For the past eight years, Simone Moore has worked for HDAA, an HDI Gold Partner, first as the director of business development and training, later transitioning to client services. She’s also a consultant and an HDI Faculty member. As an HDI Certified Instructor, Simone is certified to deliver the Knowledge-Centered Support: KCS Principles course as well as the HDI Support Center Analyst, HDI Support Center Team Lead, and HDI Support Center Manager courses. She’s also an APMG-accredited instructor and is licensed to deliver various ITIL courses. Simone is a member of the HDI International Certification Standards Committee (ICSC), a Distinguished Professional in Service Management (DPSM), and an ITIL Expert. She served on the ITSM Weekly Antipodean podcast crew for two years, is actively engaged in ITSM across various social media channels, and is a frequent speaker and presenter at industry conferences and forums. Simone currently lives in France. less

Mike Rabinowitz mrabinowitz@thinkhdi.com

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 17 years in the world of IT support and customer service. He spent 10 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 7 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, III bscott, iii@thinkhdi.com

Buff Scott III has over 30 years of IT experience, ranging from technical programmer to IT Assistant VP of a large Fortune 500 company. Among his many accomplishments, Buff established... read more

Buff Scott III has over 30 years of IT experience, ranging from technical programmer to IT Assistant VP of a large Fortune 500 company. Among his many accomplishments, Buff established a program for Business and IT process re-engineering, and acted as internal IT consultant for Sarbanes-Oxley 404 teams in six states. He is a versatile leader with years of executive management experience that includes leading technical, operational, process, and compliance groups. Buff is an accredited ITIL trainer and has presented at numerous local and national IT conferences and forums. Buff holds a BA in Business Administration, the ITIL v3 Expert Certificate, the ITIL v2 Manager Certificate in IT Service Management, and is a Certified Information Systems Auditor (CISA). less

Virginia Scuderi vscuderi@thinkhdi.com

Virginia’s experience encompasses nearly 20 years in computer and soft skills training, curriculum development, and computer software support. Her diverse background includes: compatibility testing, troubleshooting, and hardware and software support.... read more

Virginia’s experience encompasses nearly 20 years in computer and soft skills training, curriculum development, and computer software support. Her diverse background includes: compatibility testing, troubleshooting, and hardware and software support. Since 1993, Virginia has been associated with HDI as a primary staff instructor and consultant. During this time she has served as director of certification and curriculum development facilitating the launch of HDI’s Certification program (HDA, HDSA, HDM). less

Doug Tedder dtedder@thinkhdi.com

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... read more

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. less

Paul Vos pvos@thinkhdi.com

For more than sixteen years, Paul Vos has helped customers improve their service management practices by investing in process, product, and people capabilities, drawing on extensive consultancy and training experience... read more

For more than sixteen years, Paul Vos has helped customers improve their service management practices by investing in process, product, and people capabilities, drawing on extensive consultancy and training experience in process integration, service management assessment, process design and redesign, coaching, business relationship management, and training program design and delivery for organizational transformation. As a Qualified Team (Coach), KCS Instructor, and ITIL Expert, Paul knows that developing knowledge, skill, and will are vital to renewing personal and team motivation and enabling sustainable change. less