Meet Our Instructors

Experience the difference with HDI's world-class instructors – true industry leaders handpicked for their exceptional expertise and dynamic teaching abilities! Our stellar faculty doesn't just teach courses – they transform learning experiences through their unmatched industry knowledge and engaging presentation skills.

These outstanding professionals bring the curriculum to life, making complex concepts accessible while delivering unforgettable training sessions that will revolutionize your professional development journey.

Ready to learn from the absolute best in the business? Discover the brilliant minds behind our gold-standard training by clicking on their names or photos below!

Darrell Bond [email protected]

Darrell brings over 35 years of dynamic expertise in IT service management and organizational transformation. As a certified KCS instructor since 2006, he has empowered hundreds of professionals worldwide to maximize their organizational knowledge through engaging workshops and consultations. His vibrant teaching style spans the complete HDI Certification curriculum, connecting theoretical concepts with practical applications for everyone from directors to frontline analysts. With impressive credentials as an HDI Certified Auditor, Darrell has energetically guided organizations across diverse sectors—healthcare, education, finance, government, and technology—to achieve service excellence. His talent for translating complex business requirements into effective support systems has driven successful implementations of ITSM principles and service management technologies. Darrell's infectious enthusiasm for knowledge management and practical approach continues to inspire professionals to elevate their service delivery standards and embrace transformative practices. less

Rae Ann Bruno [email protected]

Rae Ann Bruno brings vibrant expertise as an HDI Business Associate, excelling in her dual role as Senior Consultant and Instructor. With impressive credentials in IT Service Management, ITIL 4, Knowledge-Centered Service, and Experience Management, she transforms organizations through enhanced service quality and employee experience. Her engaging teaching style makes complex concepts accessible and immediately applicable. As an accomplished instructor, Rae Ann delivers comprehensive HDI certification courses across all Support and ITSM roles, complemented by ITIL 4 and APMG Experience training. Organizations consistently seek her guidance for IT process improvement, KCS implementation, service level enhancement, and experience-driven strategies that create meaningful alignment between IT performance and business objectives. Her practical approach ensures participants leave with actionable insights tailored to their specific environments. less

Randy Celaya [email protected]

Randy Celaya is a distinguished executive coach, instructor, and keynote speaker who has fundamentally shaped the IT Support, Contact Center, and Service Management industries. As the pioneering creator of the first help desk professional certification programs and Founder/CEO of TASC Training and Development, his influence extends across global IT service organizations. His thought leadership regularly features in Support World Magazine, and his compelling presentations make him a fixture at industry conferences—earning him prestigious recognition with his 2007 induction into the National Facilitator Database. Randy's impressive client portfolio spans government, education, hospitality, finance, and healthcare sectors, including Camp Pendleton, UCLA, Charles Schwab, Marriott, and Cigna Health. Through his dynamic expertise and results-driven methodology, he consistently empowers organizations to transform their service operations, achieving remarkable efficiency and customer satisfaction benchmarks across diverse industries. less

Jeff Jensen [email protected]

Jeff Jensen, Founder of I Train IT Leaders LLC, is a dynamic thought leader who expertly navigates multiple best practice frameworks to drive strategic alignment and value co-creation. With an impressive array of certifications—including ITIL 4 Master, DevOps Leader, Project Management Professional, and Distinguished Toastmaster—Jeff brings extraordinary depth to his consultancy work. His remarkable career journey spans from systems engineering to leadership roles across semiconductor, retail, engineering, and managed services industries. Since launching his company in 2017, Jeff has spearheaded transformative digital initiatives, including architecting a multi-million-dollar program aligning Agile, ITSM, and DevOps practices globally. As Co-Founder and President of the Boise ITSM group, Jeff enthusiastically mentors professionals across multiple communities. His engaging presentations on ITIL, Agile Service Management, and DevOps have captivated audiences worldwide. His contributions to the ITIL 4 publication and featured speaking engagements at HDI Service Management World conferences highlight his continuing influence in the industry. less

Steve Matthews [email protected]

Steve brings over 40 years of vibrant Information Technology expertise across diverse industries including Insurance, Health Care, Airline Sales Reporting, Transaction Processing, Public Utilities, and Transportation Services. His impressive career spans both public and private sectors, encompassing IT Management, Applications Development, Service Desk, Technical Support, Operations, and Systems Administration. For the past nineteen years, Steve has flourished as an IT Service Management consultant and trainer, passionately championing ISO/IEC 20000 Standards and ITIL® best practices. His enthusiasm for service excellence led him to become a dedicated HDI advocate, serving as a Certified HDI Auditor since 2012 and contributing his expertise to the HDI Certification Standards Committee that shapes global industry standards. With a solid foundation in Business Administration from the University of Louisville and two prestigious top-tier IT Service Management certifications, Steve continues to energetically mentor professionals and transform organizations through his comprehensive knowledge and engaging consultative approach. less

Deborah Monroe [email protected]

Deborah Monroe shines as a dynamic speaker, author, and expert in emotional intelligence, team dynamics, and leadership development. Her corporate wisdom and approachable style create captivating, humor-filled learning experiences that resonate across industries. As a valued HDI business associate since 2006, she has brilliantly contributed to course design, support publications, and consistently ranks among top conference speakers. Deborah's universal message transcends specific sectors, focusing on people as the true catalysts for success. Her exceptional understanding of emotional neurology transforms team dynamics and inspires leaders to discover their extraordinary potential. Beyond her book "Cutting Through to Success, Learning for the Leader inside of You, " she is a published musician, comedian, and podcast personality. As founder of DRM Development Group, Ignite Achievements Intl, and HX-Mastermind Group, Deborah continues to energize the IT community through her role as an Informa HDI Faculty Member, delivering certification courses and motivational sessions that spark genuine transformation. less

Mike Rabinowitz [email protected]

Mike brings a vibrant blend of law enforcement wisdom and communication expertise to his role as a trainer and speaker. Beginning his career as a New York City Police Officer... read more

Mike brings a vibrant blend of law enforcement wisdom and communication expertise to his role as a trainer and speaker. Beginning his career as a New York City Police Officer in a specialized unit, he discovered the transformative power of effective communication while collaborating with community leaders and inspiring youth. This foundation became the cornerstone of his professional evolution. Transitioning from policing to customer service, Mike's passion for human connection flourished as he began training call center agents to create exceptional customer experiences. Today, he energetically helps organizations develop employees who excel at connecting with colleagues, customers, and leadership teams. Drawing from his Brooklyn upbringing and law enforcement family heritage, Mike weaves compelling real-life stories into his training, making complex communication concepts accessible and engaging. His distinctive "street corner approach" emphasizes self-awareness and accountability as essential elements of effective communication. less

Nancy Robinson [email protected]

Nancy is a dynamic leader, educator, and lifelong learner with a passion for problem-solving, mentoring, and fostering a more human-centered workplace. Her diverse expertise spans IT service management, adult learning, and Lean Six Sigma strategy, blending creativity and structure to drive success in leading tech teams and delivering impactful training programs. Nancy holds an impressive array of credentials, including ITMLP, multiple HDI certifications, CompTIA A+, ITIL, Lean Six Sigma (Green, Yellow, and DMAIC), and a National Cosmetology Instructor license—showcasing her versatility and dedication to continuous growth. As a Workhuman Certified Professional, she emphasizes the importance of people alongside processes. Known for her energy and positivity, Nancy excels in speaking engagements, training development, and team growth initiatives. Her innovative approach includes turning a team-building workshop into a lively game show, reflecting her ability to inspire and engage others with creativity and purpose. less

Virginia Scuderi [email protected]

Virginia boasts an impressive and enduring relationship with HDI spanning over three decades since 1993, contributing her expertise across multiple roles within the organization. As a valued member of the HDI faculty, she collaborated with founder Ron Muns to develop the original certification program in 1999, helping establish educational standards that have shaped the industry. After relocating from Colorado to Maryland in 2001, Virginia enthusiastically embraced leadership positions, serving as Capital Area Local Chapter President for four years (2003-2007) and advancing to Northeast Regional Director (2008-2009). Her dedication to nurturing talent continues today as she remains actively involved with the Local Chapter, where she lends her expertise as a judge for the prestigious Analyst and Technician of the Year Awards. Virginia's remarkable journey exemplifies the spirit of professional growth and community building that defines HDI's vibrant culture. less

Josh Streets [email protected]

Josh Streets flourishes at the dynamic crossroads of technology, AI, and customer experience as a 20+ year industry veteran and Top 25 thought leader. His exceptional ability to balance strategic vision with practical execution has made him an invaluable partner to both ICMI and HDI clients across contact centers, service desks, and entire organizations. With firsthand experience leading contact centers and managing IT departments, Josh brings authentic expertise to his collaborations with today's leading brands and executives. His mission? Making AI less artificial and more impactful for genuine business needs. Josh's comprehensive approach spans the entire solution lifecycle—from initial strategy development and vendor selection through implementation and beyond. He consistently elevates those around him by maintaining exceptional standards of excellence, ensuring projects succeed the first time. His commitment to getting things right combines with his passion for innovation, creating transformative results for organizations navigating today's complex technological landscape. less

Doug Tedder [email protected]

Doug Tedder leads Tedder Consulting LLC with remarkable expertise in service management and IT governance. As a respected industry figure, he masterfully connects with everyone from C-suite executives to frontline teams, driven by his genuine passion for empowering IT professionals to achieve extraordinary outcomes. Doug's meticulous approach combines deep technical knowledge with exceptional people skills, enabling him to transform strategic visions into practical roadmaps that elevate IT departments into essential business partners. His impressive credentials span numerous certifications including ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, SIAM™, ITXM™, HumanisingIT™, and Organizational Change Management. This expertise has earned him recognition as one of HDI's "Top 25 Thought Leaders in Technical and Service Management" four times (2018, 2020, 2023, and 2025). Doug remains actively engaged with the IT community through local meetings, webinars, and national conferences, continuously sharing his valuable insights. Discover more about his transformative work at dougtedder.com. less