Chris is a proven hands on Customer Success and Professional Services leader known for developing and leading high-performing teams that drive an increase in customer satisfaction, customer adoption and establishing long term profitable customer relationships.
He has been an active member of HDI for 23 years and has held nearly every volunteer position that exists within the HDI community. Chris is currently the Chairman and CEO of the One Association which partners with HDI in providing governance and oversight for the Local Chapter community. Chris is also the Program Chair for the annual HDI conference.
Chris is a certified HDI Manager, ITIL v2 Service Manager, ITIL v3 Expert, and PMP.
Cay Robertson, is the manager of TECO’s award winning Service Desk and it’s amazing Access Administration team. She has been with TECO for 36 years. She was introduced to HDI in 2007 passionately participated ever since. Her Service Desk team won the HDI Team Excellence award in 2009 and is one of the top 3 finalists for that aware in 2016. Her team was also one of the top three finalists for the HDI Knowledge-Center Support award in 2015. The TECO KCS award has been published as a case study on the HDI website. She has held several HDI officer positions at her local HDI Skyway chapter and is currently the Chapter Advisor for the chapter.
Cay has been a member of the Strategic Advisory Board and was chairman of the HDI Desktop Advisory Board in 2013. She contributed to the contribution of the ground breaking research initiative for the 2011 Desktop Support Practices and Salary Report. She is currently the HDI Southeast Regional Director and a member of the HDI Member Advisory Board. She has presented at both the HDI and Fusion conferences. She has been the Desktop track chair for the annual conference and is currently the Desktop track chair for 2016.
In addition to all of the HDI activities, she is involved in All Children’s Hospital and is the chair for the annual VIP Auction. Cay, along with her husband Jim, are the proud parents of two Eagle Scout sons. Their oldest son is now a high school physics teacher and their youngest son is graduating from college in April.
Eddie Vidal (@eddievidal) has over twenty five years of experience in information technology, focusing on service delivery and support for IT infrastructures and operations. Eddie is a leader, team builder, communicator, solutions driven, strategic thinker and IT service management professional. In his current role as an independent consultant, he is leading the operational support for The Scripps Research Institute EPIC and Service Now implementation and building a proactive mature support organization. In his previous role, he was the Manager of the UMIT Service Desk for the Information Technology department at the University of Miami supporting over 35,000 faculty, staff and students.
Eddie is founding member and President Emeritus of the South Florida HDI local chapter, and is a member of the HDI Strategic Advisory Board (SAB). He was a past member of the HDI Member Advisory Board (MAB), original member of the HDI Desktop Support Advisory Board (DSAB) and former Regional Director of HDI Southeast Region. Eddie has presented at HDI and Fusion conferences. Eddie has been selected to chair Tracks at itSMF Fusion and HDI Conferences. He has also been published in HDI’s Support World Magazine. Eddie is a member of the itSMF Marketing and Communication team, you can listen to Eddie on the monthly itSMF podcast where he currently serves as a podcast jockey and producer. Eddie is also the winner of the 2014 itSMF South Region Member of the Year Award and 2014 itSMF President’s Award.
Eddie holds a Bachelor’s degree from Florida International University and has earned certifications for ITIL Foundations v2 & v3, ITIL v3 Intermediate Capability: Operational Support and Analysis OSA and HDI Support Center Manager.
Chief Morale Officer Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams. Over the past 17 years 50,000 Leaders have specifically sought Kirk’s advice and wisdom on building teams, strengthening leaders and improving culture.
Years ago Kirk helped to create a corporate culture so rich in ownership spirit, engagement, and measurable results that he was invited to share his approach first nationally, then internationally. He now travels around the world sharing everyday things leaders can do to positively influence, nurture, and build Super COOL cultures and high performance teams.
His unique background as a US Army Ranger, a member of the 19th Special Forces Chaplaincy, his work with At-Risk Youth and experience as a Master Storyteller & Team Builder make him a very fun, engaging, and sought after speaker. He authored the Best Smelling book, The Dog Poop Initiative and the semi–sweet best smeller, The Cookie Thief. Kirk lives in Phoenix AZ with “Wonderful wife Rebecca and their six remarkable children.”
Tatsumi Yamashita, a Founder and CEO of HDI-Japan, is one of the most influential leaders in the support services industry in Japan and Asia. He developed Contact Center Benchmarking in 2006, which is the largest benchmarking database in Asia Pacific. The benchmarking grades all evaluated 2,000 centers to four rankings: 3 Star, 2 Star, 1 Star and No Star, therefore, it is well-known as the ‘Michelin Red Guide’ for the customer service industry.
Tatsumi Yamashita has 25 years of experience in the support industry and has developed several help desks and support centers throughout Japan. In 1999, he became the first Japanese HDI intern and has since studied advanced support principles in the U.S. that are applied toward the advancement of Japanese support environments. He established HDI-Japan in 2001 based on the strong demand of Japanese support service industries and he is working as CEO of HDI-Japan with many HDI members and partners in Japan now. Prior to joining HDI, he was a director of IT Strategy at Yanase, a large automotive distributer, and was the first Helpdesk manager at Pfizer Japan Inc. Tatsumi graduated from Shinshu University in Nagano, center of Japan.