Speakers

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Roy Atkinson

Senior Writer/Analyst
HDI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a current member of the HDI International... Read More


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Christopher Beck

Director, Governance and Provider Performance
Coach, Inc.

Christopher Beck is an experienced senior IT director with twenty years of experience. He has worked in all aspects of IT, from service desk and infrastructure support to process management and provi... Read More


Jill Beckman

Director, Service Desk and Desktop Services
Boston University

Jill Beckman is the director of service desk and desktop services in Boston University’s IT Help Center. Jill’s staff of nineteen supports 200 centralized IT services within the universit... Read More


Lea Brovedani

President
Sagacity Consulting

Lea Brovedani has worked with companies and individuals around the world, and her diverse career has included roles as HR director for an international call center, president of a recruitment firm, c... Read More


Nate Brown

Manager of Customer Support
Underwriter's Laboratories

As a customer support manager for Underwriters Laboratories, Nate Brown’s ambition is to create outstanding customer interactions through creativity, knowledge, and professionalism. He is a cer... Read More


Rae Ann Bruno

President
Business Solutions Training, Inc.

Rae Ann Bruno, president of Business Solutions Training Inc., consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds se... Read More


Liz Bunger

IT Support Knowledge Management Process Analyst
Paychex

Liz Bunger is an IT knowledge management process analyst with Paychex, Inc., where she is responsible for training within the service desk organization and managing all aspects of the knowledge mana... Read More


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Nelson Cabral

President and Chief Creative Officer
Cabral Creative Leadership International Inc.

Nelson Cabral’s business keynotes, consulting, and training focus on leading creative organizations and cultures around them. As the world’s only Triple Threat Creative Leadership Expert,... Read More


Lisa Callihan

IT Customer Experience Manager
University of Michigan

For the past ten years, Lisa Callihan has worked for the University of Michigan’s IT department, as a service desk manager, incident and knowledge process owner, and, currently, as customer exp... Read More


Randy Celaya

President
The Coaching Bridge

Randy 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 communi... Read More


Darien Chimoff

Program Chair
Alston + Bird

Darien Chimoff is HDI 2017 Conference Program Chair and has previously served as Track Chair for both the Fusion and HDI Conferences. She is the cofounder and past president of the HDI Atlanta local ... Read More


Krista Ciccozzi

Director, Customer Service
Nexworks

Krista Ciccozzi has more than twenty-three years of experience in the support industry. She is a certified help desk director, a Lean Six Sigma Green Belt, an expert in organizational communications, ... Read More


John Clark

IT Service Management Architect
Microsoft Corporation

John Clark is an ITSM service management architect with the Microsoft Americas ITSM practice and a subject matter expert in the Modern Service Management Worldwide Community. In his current role, Joh... Read More


Leslie A. Cook

Director of Membership
HDI

As the director of membership for HDI, Leslie Cook is the chief member advocate, bringing many years of member support and relationship-building expertise to the role. She proudly works to drive and ... Read More


Robert Cordova

Owner
Rob Cordova Consulting, LLC.

A rising star in the learning and development field, Rob Cordova is known for transforming corporate learning into a dynamic and impactful experience. HIs activity-based approach has empowered thousa... Read More


Mary Cruse

Director, IT Customer Services
First American Corporation

Passionate about customer service, Mary Cruse has thirty years of experience leading teams for Fortune 500 companies in the airline, healthcare, and finance industries. She has extensive experience i... Read More


Braulio Cuellar

IT Support Technician III, Information Technology, Helpdesk Department
Texas Tech University Health Sciences Center

Braulio Cuellar is a support technician III and service desk lead in the IT department at Texas Tech University Health Sciences Center El Paso. With more than eight years of experience in corporate a... Read More


John Custy

Managing Consultant
JPC GROUP

John Custy is a well-known educator and speaker on service management, with specific expertise in metrics, analytics, service quality, service catalog management, Knowledge-Centered Support, financia... Read More


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Jocelyn DeMaio

Director of Account Management

Jocelyn DeMaio is skilled at helping people identify strengths to build their brand and credibility. A recipient of the Hartford Business Journal’s Forty Under 40, Jocelyn has been involved wit... Read More


Jan Dietz

Customer Experience Manager
Stefanini

Jan Dietz is the customer experience manager at Stefanini. Since joining Stefanini in 2002, she has served in a variety of leadership roles, including service desk and field service delivery manager,... Read More


Marie DiRuzza

Director, IT Service and Support
Worcester Polytechnic Institute

Marie DiRuzza is director of IT service and support at Worcester Polytechnic Institute, where she is responsible for ITSM program management. Marie has been a leader in the IT support industry for mo... Read More


Phyllis Drucker

Senior Consultant
Linium

Phyllis Drucker is an ITIL Expert and industry leader with more than twenty years of experience as a service management practitioner, manager, and consultant. As a senior business process consultant ... Read More


Troy DuMoulin

VP Research & Development
Pink Elephant

Troy DuMoulin is a leading ITIL and IT governance authority with a solid and rich background in executive IT management consulting. Troy is an ITIL Expert with extensive experience in leading ITSM pr... Read More


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Rob Evelyn

Manager; IT Global Service Center
Brown-Forman Corporation

Rob Evelyn has been in the IT field for the past thirty-five years, having worked in education, public safety, and consumer consumable business lines. Rob taught computer logic and mainframe programm... Read More


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Manley Feinberg

Chief Experience Officer
Vertical Lessons, Inc.

Manley Feinberg is an award-winning speaker and IT leader, best-selling author, and adventurist. Leveraging nineteen years of IT, business, and professional speaking experience, Manley has served aud... Read More


Mark Fitzgerald

Director
Boise State University

Having worked in higher education for twenty years, Mark Fitzgerald has a passion for teaching and sharing. In addition to managing Boise State University’s Help Desk of Distinction, Mark teach... Read More


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Ryan Gay

Manager, Service Management/Project Lead, Instructional and Campus Technologies
Elon University

Ryan Gay is the manager of service management and project lead for Instructional and Campus Technologies at Elon University. When not leading implementation initiatives that generate a campus-wide im... Read More


Todd Gladden, CWPP

VP, US Operations
Planmen Consultancy, LLC

As the VP of US operations for Planmen Consultancy, LLC, Todd Gladden specializes in learning/development, workforce management operations, and contact center operational process consulting. With mor... Read More


Neil Gloudemans

User Support Specialist
St. Norbert College

Neil Gloudemans is a User Support Specialist at St. Norbert College, overseeing a team of about 20 student service desk staff. He is the administrator for their BMC FootPrints ticketing system, a Cert... Read More


Kathryn Goldman

Director
KBG Solutions Ltd

Kate Goldman is the director of KBG Solutions, a London-based boutique consultancy focused on developing IT leadership capabilities and IT demand processes. Known for bringing outside thinking into I... Read More


Eric Goupil

Senior Director, Business Development
Stefanini

As the senior director of Continuous Service Improvement (CSI) for Stefanini, Eric Goupil is responsible for the creation, development, and implementation of the CSI program across a global customer ... Read More


Edward Gray

Systems Integration and Support Specialist
University of Mary Washington

For more than sixteen years, Edward Gray has served in various IT roles at the University of Mary Washington, including his current role as systems integration and support specialist. He holds a numb... Read More


Gregg Gregory

CEO
Teams Rock LLC

A diverse, twenty year background in real estate, mortgage banking, event planning and production, and radio and TV broadcasting, created a perfect storm that elevated Gregg Gregory to where he is tod... Read More


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Matthew Haggerty

Partner
Ridgehead Software

Matt Haggerty is cofounder and COO of Ridgehead Software, a leading custom software solution integrator for call center and service desks tools. Previously, Matt was COO of Knowledge Accelerators. Pa... Read More


Beth Haggett

Coach, Consultant, and Speaker
Extraordinary Matters

Beth Haggett inspires transformation in areas that matter for individuals and organizations. Her vast experience as an organizational consultant, speaker, coach, trainer, and facilitator help her inv... Read More


Jeff Havens



A Phi Beta Kappa graduate of Vanderbilt University, Jeff Haven has quickly become one of the most in-demand presenters in North America. His truly unprecedented ability to deliver high-quality educati... Read More


Stephanie Hensley

Manager
Cerner Corporation

Stephanie Hensley is a manager at Cerner Corporation, where since 2007 she has managed various support teams and developed a passion for problem management. Currently, she oversees a global operation... Read More


Mary Hickey

Director, Client Computing
Texas Tech University Health Sciences Center

Mary Hickey is the director of client computing at Texas Tech University Health Sciences Center. With more than twenty-one years of IT and customer service experience, Mary has held several leadershi... Read More


Lou Hunnebeck

Principal, Advisory Services
Fruition Partners, Inc.

An ITIL Expert with more than thirty years of experience in service industries, Lou Hunnebeck is currently a Principal in Advisory Services at Fruition Partners. Lou came to ITSM by way of a career i... Read More


Jason Hunt

Systems Support Analyst
RCIS

Jason Hunt has been with the RCIS service team for more than thirteen years; he currently serves as a systems analyst. In this role, he routinely provides support for the service desk/desktop support... Read More


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Melissa Jackman

Help Desk Manager
Duquesne University

Melissa Jackman has more than twenty years of experience managing and motivating support teams in blended internal/external support environments. As help desk manager at Duquesne University, she is c... Read More


Taylor Jadin

User Support Specialist
St. Norbert College

Taylor Jadin is a user support specialist at St. Norbert College, where he’s responsible for assisting in overseeing the service desk. He’s a certified Apple Support Professional and HDI ... Read More


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Mark Kimionakis

Assistant Director, Desktop Services
Boston University

Mark Kimionakis is the assistant director of desktop services in Boston University’s IT Help Center. His team consists of forty staff and supports more than ninety departments and schools withi... Read More


Jessica Klein

Associate Director, IT Security Policy and Planning
Texas Tech University Health Sciences Center El Paso

Jessica Klein is the Associate Director of IT Security Policy and Planning at Texas Tech University Health Sciences Center. With more than fifteen years of experience in various IT roles in both the ... Read More


Chris Kloepping

Vice President of Client Product Support
Ticketmaster

One of the founding members of the Ticketmaster Product Support Help Desk, Chris Kloepping started out on the phones taking calls and quickly moved into managerial roles. Today, his team of thirty-se... Read More


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Tony Letts

Senior Service Desk Manager
Chick-fil-A

Tony Letts is the senior service desk manager at Chick-fil-A. With more than twenty-one years of success in casting vision, developing actionable strategic plans, and re-engineering business processe... Read More


Thomas Lewis

Call Center Manager
HDI

Tom Lewis has worked in the information technology profession for more than thirty-five years, twenty-five of which have been on the service and support side of IT. During his tenure at Highlights fo... Read More


Benjamin Li

Computer Services Coordinator
Valdosta State University

As the coordinator of the Valdosta State University Solutions Center, Benjamin Li is responsible for oversight and support of frontline services for both IT and undergraduate admissions. He also mana... Read More


Michael Little

IT Service Desk Senior Manager
Bob Evans Farms

Michael Little has been working in the IS support world since 2000, when he started as a CSR at a local Micro Center store. Since then, he’s grown to love the support side of IT. Michael has be... Read More


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Stephen Mann

Principal Analyst and Content Director
ITSM.Tools

Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and pre... Read More


Ryan Mayes

Director, Help Desk & Customer Solutions Center
Tractor Supply Company

Ryan Mayes is the director of the help desk and customer solutions center at Tractor Supply Company. In this role, he’s responsible for directing the contact center’s operations for store... Read More


Travis McBee

Senior Team Lead
Cerner Corporation

Travis McBee graduated from the University of Missouri in 2007 with a BS in computer science, and from the University of Missouri School of Law in 2010. It was during these years that he discovered a... Read More


Peter McGarahan

Senior IT Director, Infrastructure Corporate IT
First American Title Insurance Co.

Pete McGarahan is the senior director of IT infrastructure services for First American, as well as an industry expert and thought leader in global ITSM. With thirty years of business, IT, and service... Read More


Jim McKennan

IT Management Consultant
independent consultant

Jim McKennan is an experienced practitioner, management consultant, trainer, and ITIL Expert. His “Dr. Jim the Service Doctor” column ran in SupportWorld for many years, and he’s a ... Read More


Barbara McKinnon

Desktop Operations Manager
University of Pennsylvania

Barbara McKinnon is the desktop operations manager at the University of Pennsylvania library, where she manages all physical and virtual desktop and print devices, and is responsible for leading, coa... Read More


Fancy Leigh Mills Knebel

Faculty
HDI

Fancy Mills has more than fifteen years of customer and technical support experience, specializing in training, consulting, recruiting, quality, and workforce management. As a member of the HDI Facult... Read More


Julie Mohr

Author and Speaker
Mind the IT Gap

Julie is a dynamic, engaging leader who brings integrity and passion to everything she does. Through her books, articles, and speaking, consulting, and teaching engagements, her purpose is to change t... Read More


James Murphy

IT Manager
Penn State University

James Murphy has been the IT manager at Penn State University for twelve years, specializing in coaching, mentoring, and training. During this time he’s worked with more than 400 students and f... Read More


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Nicole Newton

Lead Consultant
Heart of the Customer

Nicole Newton is a lead consultant at the Heart of the Customer. Her passions include leading customer experience improvement efforts, infusing the voice of the customer into decision-making and stra... Read More


Jin Niu

Senior Consultant
Booz Allen Hamilton

Jin Niu is a general management consultant at Booz Allen Hamilton, specializing in data analysis. His work involves conceptualizing, piloting, developing, integrating, and deploying analytics solutio... Read More


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Leslie O'Flahavan

Owner
E-WRITE

Leslie O'Flahavan has delivered writing courses for support center staff, customer service agents, and social media managers, helping thousands of professionals hone their customer-focused writin... Read More


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Michael Pacitti

Director, CUIT
Columbia University

Michael Pacitti is a leader in the global service industry, serving both internal and external customers. He has experience in large-scale project management, service improvement, and customer servic... Read More


Douglas Pamplin

Managing Director
BNY Mellon

Douglas Pamplin has twenty-five years of customer service and support experience, and is currently the head of BNY Mellon Digital Service Desk Operation. At BNY Mellon, he has been responsible for de... Read More


Tremayne (Trey) Perkins

Manager, IT Client Services
Brown-Forman Corporation

Trey Perkins is the manager of IT client services for the Brown-Forman Corporation. He is accountable for driving IT deskside strategy related to the life cycle management of corporate hardware and s... Read More


Rochelle Porter

Lead KCS Coach
Chick-fil-A

Rochelle Porter is a lead KCS coach at Chick-fil-A. In this role, she helps service desk professionals improve existing knowledge articles, enhance their coaching skills, and increase their overall K... Read More


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Doug Rabold

Manager IT Service Delivery
CPS Energy

Following a long career in sales, Doug Rabold transitioned to ITSM eight years ago. Doug is a certified HDI Support Center Manager and HDI Problem Management Professional, and he also holds certifica... Read More


Jenny Rains

Event Marketing Manager
HDI

Since 2004, Jenny Rains has worked closely with the tech support community to understand their needs, challenges, and successes. She conducted research for HDI for more than a decade and currently se... Read More


Jo Ann Ream

Chapter Advisor
Dallas/Ft. Worth Local Chapter

Jo Ann Ream retired in 2015 from her dream job as a help desk manager in the PepsiCo support center, winner of the HDI Team Excellence Award in both 2008 and 2012. Jo Ann has presented at several HDI... Read More


Bob Rice

Director
Solutions3 LLC

Bob Rice is the director of professional services at Solutions3 LLC. He is an ITIL Expert who has mentored and led organizations in the delivery and support of IT services within commercial and feder... Read More


Justin Robbins

Community Director
UBM Technology Group - HDI and ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he’s coached thou... Read More


Cay Robertson

Manager, Service Desk and Access Admin
TECO

Cay Robertson has more than twenty-five years of experience in IT. She currently manages a top-notch service desk and access administration team (winner of the 2009 HDI Team Excellence Award) for 4,0... Read More


Jacque Rowden

Senior Director, Help Desk
Continuum

Jacque Rowden is freakishly certified and experienced in the help desk management world. She is a certified MCSE, HDI Support Center Manager, and HDI Support Center Director who has also earned KCS c... Read More


Jeff Rumburg

Managing Partner
MetricNet, LLC

Jeff Rumburg, winner of the 2014 Ron Muns Lifetime Achievement Award, is cofounder and managing partner of MetricNet, where he is responsible for global strategy, product development, and client fulf... Read More


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Buff Scott, III

Principal Consultant
Propoint Solutions, Inc.

Buff Scott has more than thirty years of experience in the IT industry. He’s a versatile leader with extensive management experience, and he’s an accredited ITIL v3 Expert, ITIL Trainer, a... Read More


Virginia Scuderi

Principal
Competitive Advantage

Virginia’s experience encompasses nearly 20 years in computer and soft skills training, curriculum development, and computer software support. Her diverse background includes: compatibility test... Read More


David Seletyn

Associate
Booz Allen Hamilton

David Seletyn began his help desk career in 2002 as a phone agent. Since then, he’s run quality assurance programs, developed and facilitated training, managed a knowledge management program, an... Read More


John Sileo



As president and CEO of The Sileo Group and a professional keynote speaker, John Sileo leverages his own captivating story of losing his business, $300,000, and his reputation to identity theft and da... Read More


LaDonna Spragg

Application Tech Support Associate Manager
Accenture

LaDonna Spragg is a team lead, customer service champion, and training coordinator at Accenture, where she provides application support for Caterpillar dealers around the world. LaDonna has been a m... Read More


Jamie Stannard

Sr. Technical Support Manager
DEXIS

A twenty-plus-year veteran of the tech support industry, Jamie Stannard is currently the senior technical support manager at DEXIS. He received his MBA from Kennesaw State University; he’s also... Read More


Biz Stone



 Biz Stone is an American entrepreneur—co-founder of Twitter, Medium, and Jelly. A progenitor of social media, Stone has been developing large scale systems that facilitate the open exchang... Read More


Lena Stormvinge

KCS Trainer and Knowledge Specialist
ComAround

An advanced knowledge specialist with long experience in self-service support and implementing cost-effective service solutions, Lena Stormvinge is a certified Knowledge-Centered Support (KCS) traine... Read More


Paul Strei

IT Service Delivery Manager
Associated Bank

Paul Strei has been part of the IT support community for twenty years, serving in many diverse industries. He has volunteered his time with HDI for more than half of that time, serving at the local l... Read More


Dian Survance

IT Coordinator, Customer Service - Help Desk
Advocate Health Care

Dian Survance has supported end users in the professional arena for more than twenty-five years. She began her IT service career with Waste Management and is currently a help desk coordinator at Advo... Read More


Richard Sykora

Product Support Manager
Blackbaud

Richard Sykora has been in customer service management for more than eighteen years. Taking best practices from one organization and applying them to the next organization, Richard has developed succ... Read More


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Jeff Toister

President
Toister Performance Solutions, Inc.

Jeff Toister is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. In addition, he has authored several training videos on Lynd... Read More


Barckley Toole

Director, End User Support
The Coca-Cola Company

Barckley Toole is the director of end user support at the Coca-Cola Company, where he has nineteen years of IT service delivery experience spanning service desk, desktop, mobile, and application supp... Read More


Matthew Toomes

Chief Information Officer
Houston Food Bank

Matthew Toomes is an IT leader with twenty years of experience driving award-winning, cost-effective service delivery and performance management in multinational teams. He’s currently the CIO a... Read More


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Steven Van Dyke

Manager, Technical Support
Federal Reserve Bank of Boston

Steven Van Dyke has worked in IT for more than fifteen years, with a variety of companies like Stream International, Gillett, and the Federal Reserve Bank of Boston, where he’s currently a tech... Read More


Philip Verghis

CEO and Cofounder
Klever

Phil Verghis is the author of The Ultimate Customer Support Executive and a long-time supporter of HDI. He’s a former chair and current member of the HDI Strategic Advisory Board, and he chaire... Read More


Eddie Vidal

Managing Director
EJV Corporation

Eddie Vidal has more than twenty-five years of IT experience in transportation, hospitality, higher education, and healthcare. Eddie is currently an independent consultant for EJV Corp, consulting fo... Read More


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Ekaterina Walter



Ekaterina Walter is an international speaker and author of the Wall Street Journal bestseller “Think Like Zuck: The Five Business Secrets of Facebook’s Improbably Brilliant CEO Mark Zucker... Read More


Jill Weber

Help Desk III
Derse

Jill Weber has been an IT service and support professional for more than fifteen years. In her current role, she supports more than 400 employees at Derse, Inc. Jill serves on the Waukesha Area Techn... Read More


Tony Welsh

Senior Manager
Union Pacific Railroad

Tony Welsh has spent more than twenty-seven years in IT gaining experience and insight into a myriad of disciplines, such as operations support, development, project management, telecommunications, c... Read More


Kenneth Wendle

Instructor, consultant, speaker
Edify ITSM, Inc.

Ken Wendle, known for his pragmatic and insightful advice, whether as instructor, consultant, or speaker, is a cofounder and past president of the itSMF USA and past member of the HDI Strategic Adviso... Read More


Alan Wilson


Chick-fil-A

Alan Wilson is an innovative and passionate professional with career focus in IT and service desk environments. He has more than twenty years of industry experience with a strong emphasis in technica... Read More


Jason Wischer

IT Manager
Thomson Reuters

Jason Wischer is an IT manager with twelve years of experience in the financial services industry. He volunteers with the Brew City local chapter in Milwaukee, and has served in various national lead... Read More


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