HDI has selected only the best instructors in the industry to deliver our course offerings. These instructors are well known for their experience in our industry and their ability to deliver a quality course experience. To learn more about a HDI Faculty member, click their name or photo below.

Darrell Bond [email protected]

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 [email protected]

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 [email protected]

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 [email protected]

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

Steve Matthews [email protected]

Steven R. Matthews, DPSM® Principal Consultant and Founder of DorLind Solutions Steve is an experienced and seasoned consultant, mentor, and accredited trainer with over 32 years of Information Technology experience in various industries such as Insurance, Health Care, Airline Sales Reporting, Transaction Processing and Merchant Services, Manufacturing, Public Utilities, and Transportation Services. His experience also includes both Municipal and Federal levels of government. His IT path has taken him through multiple IT areas including IT Management, Applications Development and Support, Service Desk, Technical Support, Operations, and Systems Administration.

Ten years ago Steve’s path migrated to IT Service Management consulting and training in both private and public sector organizations 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 becoming an advocate and ardent supporter of HDI and the HDI Support Center Standard. He is a Certified HDI Auditor and 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. Steve has the distinction of being one of only fifteen ISO/IEC 20000 ECM certification holders worldwide.

Certifications: • ITIL® Expert • ISO/IEC 20000 Executive Consultant Manager (ECM) • Auditor in Service Management according to ISO/IEC 20000 • HDI-Certified Auditor

Instructional Accreditation: • Accredited ITIL® Foundation instructor through EXIN and APMG • Accredited ISO/IEC 20000 Foundation and Intermediate instructor through EXIN and APMG

Credential: • Distinguished Professional in Service Management (DPSM®) through The priSM® Institute

Professional Memberships: • The priSM® Institute (Professional Recognition in Service Management • itSMF USA (Information Technology Service Management Forum) • HDI less

Deborah Monroe [email protected]

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

Jeff Rumburg [email protected]

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service for four consecutive years,... read more

Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service for four consecutive years, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best-selling book on benchmarking and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare. less

Virginia Scuderi [email protected]

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 [email protected]

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

Meet Our Instructors