HDI’s mission is to advance the service management and technical support industry through community, education, events, and advisory services. We aim to empower the industry and its people. HDI's SupportWorld helps you become the expert your support center needs with tips, best practices, and strategic insights for managing people, process and technology.
We’ve assembled a panel of industry experts and practitioners to create the content that you’ve come to depend on. These HDI Featured Contributors are committed to helping technical support and service management professionals like you excel in your job and advance your career.
These industry experts and practitioners are committed to helping technical support and service management professionals excel in their jobs and advance their careers.
Let’s meet the 2019 HDI Featured Contributors.
Chris ChagnonChris Chagnon is an ITSM application and web developer who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris has a Master of Science in Information Technology, and a bachelor’s degree in Visual Communications. In addition, Chris is a PhD Candidate studying Information Systems with a focus on user and service experience. As one of HDI’s Top 25 Thought Leaders, Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer service/experience. Follow Chris on Twitter @Chagn0n .
Paul is the president and principal consultant of Optimal Connections LLC. With more than 30 years of experience in planning and managing technology services, Paul has held numerous positions in both support and management for companies such as Motorola, FileNet, and QAD. He is also experienced in service desk infrastructure development, support center consolidation, deployment of web portals and knowledge management systems, as well as service marketing strategy and activities. Currently Paul delivers a variety of services to IT organizations, including Support Center Analyst and Manager training, ITIL Foundation and Intermediate level training, Best-Practice Assessments, Support Center Audits, and general IT consulting. His degrees include a BA and an MBA. Paul is certified in most ITIL Intermediate levels and is a certified ITIL Expert. He is also on the HDI Faculty and trains for ITpreneurs, Global Knowledge, Phoenix TS, and other training organizations. For more about Paul, please visit www.optimalconnections.com.
Phyllis Drucker is an ITIL® certified consultant and information leader at Linium, a Ness Digital Engineering Company. Phyllis has more than 20 years of experience in the disciplines and frameworks of IT service management, as both a practitioner and consultant. She has served HDI since 1997 and itSMF USA since 2004 in a variety of capacities including speaker, writer, local group leader, board member, and operations director. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics through presentations, whitepapers, and articles and now her new book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice). Follow Phyllis on Twitter @msitsm.
With more than 1,500 keynotes, breakout sessions, and training workshops under his belt, Gregg Gregory is the teambuilding mastermind America needs today. A Certified Speaking Professional (CSP) with more than 25 years working at all levels within in corporate America, Gregg’s experience goes beyond expectations. His expertise and articles have appeared in hundreds of business and trade publications, including SellingPower.com and Boardroom Magazine, as well as appearing on Blog Talk Radio. Follow Gregg and Teams Rock on Twitter @TeamsRock and on Facebook and LinkedIn .
Melissa Jackman is an IT service management professional with more than 25 years of experience leading high-performance teams in service delivery and support for IT infrastructures and operations. Melissa has a strong commitment to servant leadership, professional coaching, and fostering team dynamics. She also has broad experience implementing ITSM tools and processes, cybersecurity, and identity and access management. Melissa has served as a local chapter officer for HDI Steel City and has presented at a variety of conferences on topics such as critical skills for new managers, trust, managing multigenerational teams, and coaching. She currently serves as the Help Desk Manager at Duquesne University, providing support for a campus community of approximately 10,000 students and 3000 faculty and staff. Follow her on Twitter @melissajackman.
Kristin Jones is a passionate customer support advocate with a focus on people and process, and has been leading IT teams with delight for over a decade. A lifelong learner who seeks to inspire others with fresh ideas, she is an active member of the HDI community and holds certifications in ITIL v3., HDI Support Center Manager and KCS Foundations. She strives to end each day having smiled more than frowned and having helped someone (or something!) work better. Follow Kristin on Twitter @kitonjones.
Kevin Kwasiborski is an 18-year IT veteran with more than 15 years’ experience leading teams around IT service and asset management. He has worked in several industries from B2B to healthcare to consumer electronics. His professional passions are people, technology, and learning new things. Kevin focuses on leading by example, being humble, driving a culture of optimism, and inserting crazy wherever possible. Personally, his biggest passion is his family.
Dr. Alma Miller is an enthusiastic entrepreneur, speaker, and educator with more than 15 years of experience in the IT industry. She holds a Bachelor’s degree in Electrical Engineering from Catholic University, a Masters in Electrical Engineering from George Washington University, a Masters in Technical Management from Johns Hopkins University, and a Doctorate in Engineering from George Washington University. Dr. Miller considers herself a relationship counselor between development and IT operations teams. Her consulting company, AC Miller Consulting , provides services to government and commercial clients across multiple industries. Dr. Miller speaks at industry conferences and events and teaches graduate courses for Johns Hopkins and University of California Irvine. Connect with her on LinkedIn to continue the conversation.
As the Director of Training and Content for HDI, Fancy brings more than 20 years of experience specializing in consulting, training, and human resource development. Her main area of focus has been working with service and support centers and contact centers across various industries to optimize their performance. As an ICMI and HDI Business Associate, she certified thousands of service and support professionals, managers, directors, analysts, agents, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and training and consulted for Fortune 500 companies in the areas of customer service, customer experience, quality management, workforce management presentation, communication, and time management skills. Fancy has also served as a speaker for various industry conferences and events such as Fusion, HDI, and ATD and holds a master’s in human resource development with a specialization in adult education from Texas A&M University. A fifth generation Texan, Fancy lives in Austin with her husband Kevin, son Mills, and their tabby cat Sparky. She's an avid sports fan, including supporting the Dallas Cowboys and all Texas A&M sports. Her favorite team is anyone her son is playing on!
Julie L Mohr
Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching, her purpose is to spark change in the world with thought-provoking dialog and interaction on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation. Julie has a B.S. in computer science from The Ohio State University and an MaED from the University of Phoenix and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. She is an HDI Business Associate and teaches training and certification classes for service and support professionals. Visit her website, and follow her on Twitter @JulieMohr, YouTube, and LinkedIn.
Deborah Monroe is one of eighteen Master EQ practitioners in the world, through the Global EQ Community of 6 Seconds. She's also an associate with the Institute for Organizational Performance and an HDI business associate. Working with all levels of executive leadership, management, and individual contributors, Deborah concentrates on integrating humans and process to create a balanced working environment. Her aim is to build understanding and empathy, creating a positive bottom line through employee and customer retention.
Adam Rauh has been working in IT since 2005. Currently in the business intelligence and analytics space at Tableau, he spent over a decade working in IT operations focusing on ITSM, leadership, and infrastructure support. He is passionate about data analytics, security, and process frameworks and methodologies. He has spoken at, contributed to, or authored articles for a number of conferences, seminars, and user-groups across the US on a variety of subjects related to IT, data analytics, and public policy. He currently lives in Georgia. Connect with Adam on LinkedIn.
Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University. Contact Jeff at [email protected] . Follow MetricNet on Twitter @MetricNet.
Doug Tedder is a strategic, innovative, and solutions-driven IT service management professional with more than 20 years of progressive experience across a variety of industries. He’s a resourceful and hands-on leader with track record of success implementing ITSM and IT governance processes. Doug is a certified ITIL Expert and ISO/IEC 20000 Consultant Manager and holds many other industry certifications. In addition, Doug is an accredited ITIL Foundation trainer and HDI Support Center Analyst and Support Center Manager instructor. Follow Doug on Twitter and connect with him on LinkedIn.
Thomas WilkThomas Wilk is an IT manager at Carnegie Mellon University in Pittsburgh, Pennsylvania. He has become a performance improvement leader, helping employees find their way along their career path. As a mentor to managers, he helps them develop leadership skills so they can better engage with their staff. Tom has a bachelor’s degree in Information Science and is currently working towards a master’s degree at Carnegie Mellon University in the Public Management program. To see more from Tom, visit his YouTube channel.
Do you have a topic you’d like the featured contributors to cover? Do you have burning questions that need answers? Let us know in the comments!
Amy Eisenberg is the content specialist for HDI where she works with industry experts and practitioners to create content for technical support and service management professionals. She has worked in B2B media and scholarly publishing for more than 20 years, developing content for print and digital magazines, print and email newsletters, websites, conferences, and technical seminars. Follow Amy on Twitter @eisenbergamy, and connect with her on LinkedIn.