Program Chair

Darien Chimoff
Help Center Manager, Alston & Bird LLP

Darien Chimoff PhotoDarien Chimoff has twenty years of service desk management experience. She is currently the senior IT manager of the Alston + Bird Help Center, which has won several awards, including STI Team of the Year – Best People (2002) and HDI Global Help Desk Analyst of the Year (Sheri Robertson, 2006). Darien has earned a number of industry certifications, including Help Desk Manager, Help Desk Director, ITIL Foundations, and Knowledge-Centered Support. She is the cofounder and past president of the HDI Atlanta local chapter, former director of the Southeast region, and past chair of the HDI Member Advisory Board, where she helped set the direction for the HDI local chapters. Darien has spoken at several HDI conferences and other industry events on a variety of topics related to world-class support.

Program Advisor

Fancy Mills
Faculty, HDI

Fancy Mills PhotoFancy Mills, has over 18 years of experience specializing in training, consulting, recruiting, and workforce management focused in the technical support and contact center industries. As a Certified Workforce Manager, she has assisted companies in developing staffing and workforce management best practices and standard operating procedures. As an HDI Faculty Member since 2006 she has certified thousands of support professionals, managers, directors, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum for Fortune 500 companies such as Dell Computer Corporation in the areas of presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as HDI and Fusion. While at HDI she’s served as a chair for International Certification Standard Committees, served on certification testing committees, as well as published articles for Support World Magazine. She is currently serving as Track Chair for the 2016 ITSMF/Fusion International Conference and as Program Advisor for the 2017 HDI Conference and Expo. She's currently pursuing her Masters in Human Resource Development with a specialization in Adult Education from Texas A&M University. While at Texas A&M University Fancy was selected as a speaker for the 2016 TEDx TAMU speaking on The XYZ Strategies for Succeeding in a Multi-Generational World. She is currently serving on the Texas A&M Graduate Advisory Board and the Steering Committee for The Academy for Future Faculty and was awarded the 2016 Senior Fellow for Outstanding Service.


Evolving Desktop Support

Evolving Desktop Support Track IconThe sessions in this track provide practical solutions and innovative methods for managing increased demands on Desktop Support teams and for navigating the changing landscape of technologies and business needs. Learn about emerging trends, process improvement, performance measurements, key metrics, managing expectations, and becoming more proactive.

Track Chair

Rae Ann Bruno
President, Business Solutions Training Inc.

Rae Ann Bruno PhotoRae 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 several ITIL certifications, is a faculty trainer for HDI, and author of the HDI focus books Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She’s also a member of the HDI International Certification Standards Committee.

The Executive Stakeholder Perspective

The Executive Stakeholder Perspective Track Icon

The sessions in this track deliver strategic guidance for managing sourcing strategies and service providers, building peer and business relationships, improving demand management and service level adherence, benchmarking, empowering and engaging your staff, managing change, measuring the metrics that matter, marketing your support organization, and communicating effectively. Learn how to maximize your organization’s investment in process, people, and technology.

Track Chair

Pete McGarahan
Founder and President, McGarahan and Associates

Pete McGarahan PhotoPeter McGarahan is Senior Director of IT for First American and an industry expert and thought leader in global IT Service Management. He is also the founder of McGarahan & Associates and offers 30 years of business, IT, and service leadership experience. He enjoys sharing his lessons learned and career experiences through published articles and presenting at industry conferences. He has received various industry awards and honors, including the Help Desk Institute’s Team Excellence Award for his work with the Taco Bell support organization, the “Top 25 Professionals in the Service and Support Industry” from IT Support News, and “The Legend of the Year” (twice) at the STI Knowledge Symposium and Help Desk Professionals conference. Pete is well known in the support industry for his endless positive energy, leadership, mentoring and advisory services, He can be reached at

Putting Metrics to Work

Putting Metrics to Work Track Icon

Performance measurement is a critical activity for any effective technical support organization. The sessions in this track delve into which metrics and KPIs your organization should be measuring, how to effectively report the most meaningful metrics through executive dashboards, KPI reports, and balanced scorecards, as well as how to put metrics to work to drive better business outcomes. Learn how to make the right decisions, take the appropriate actions for continuous improvement, and, above all, make the metrics your organization uses matter.

Track Chair

Aran McFarland
Manager, Second-Level IT Support, Main Line Health

Aran McFarland photoAran McFarland is currently the manager of second-level IT support at Main Line Health, a nonprofit health system comprised of four of the region’s most respected acute-care hospitals, as well as one of the nation’s premier facilities for rehabilitative medicine. Dedicated to advancing the role of IT as a business driver, Aran leads a team of professionals responsible for second-level IT support.

Reinventing the Customer Experience

Evolving Desktop Support Track Icon

It’s time to rethink the customer experience. Customer experience management (CEM) is more than just providing customer service; it’s about delivering service across all channels of support in a significant, meaningful, and intentional way. The sessions in this track will focus on clearly identifying the customer needs, designing and implementing new and innovative approaches to providing support, and using the results to tell a compelling story that engages customers, executives, and stakeholders.

Track Chair

Julie Mohr
Author and Speaker, Mind the IT Gap

Julie Mohr PhotoJulie Mohr is a dynamic, engaging change agent who brings integrity and passion to everything she does. Through her books, articles, speaking, consulting, and teaching, her purpose is to change the world through thought-provoking dialogue and interaction. Julie received her BS in computer science from The Ohio State University and her MEd from the University of Phoenix. She’s currently pursuing her PhD in management and organizational leadership in information systems and technology at the University of Phoenix.

Service Desk Foundations

Evolving Desktop Support Track Icon

This track focuses on Analysts and new supervisors and managers who need to learn the fundamentals, frameworks, methodologies and best practices to create value and who really want to make a difference in their organizations. If you’re just starting out and are passionate, hungry, and engaged, attend the sessions in this track to learn how you can gain valuable knowledge and set a strong foundation for your career.

Track Chair

Eddie Vidal
Managing Director, EJV Corporation

Eddie Vidal PhotoEddie 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 implementation. In the past 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.

Service Desk Masters

Evolving Desktop Support Track Icon

This track is for support leaders who seek to mature their organizations and demonstrate the strategic value of a professional Service Desk. If your tactical operations are running smoothly, now it’s time to elevate the status of your Service Desk and improve alignment with the business. But your plans and vision must first win approval from senior leadership, giving you the extra push you need to take your team to the top. The sessions in this track will take a deep dive into the elements of a strategic roadmap, including best practices, metrics, and dashboards for measuring performance, building culture, and engaging employees. Take your Service Desk to the next level!

Track Chair

Lisa Hodges
Owner/Principal Consultant, Cornerstone Service Management

Lisa Hodges PhotoLisa Hodges is the owner and principal consultant of Cincinnati-based Cornerstone Service Management, a company that delivers consulting, accredited certification training, and workshops to organizations seeking to achieve strategic advantage through superior service delivery. With more than twenty years of experience, she is a PRINCE2® Practitioner, PMP®, ITIL Expert™, and CPDE® - Certified Process Design Engineer. Lisa gives back to the industry and is actively involved in professional organizations including PMI – Project Management Institute and itSMF USA, where she is a regular speaker at local and national events and holds numerous leadership roles.

Support Center Optimization

Evolving Desktop Support Track Icon

This track dives into the concepts and best practices that promote process improvement and operational efficiency and effectiveness, all of which are critical to support center optimization. Learn from others' experiences with implementing new services, facilitating process adoption, and keeping pace with emerging trends. Gain insights from industry experts on how to optimize day-to-day operations and implement new strategies, while keeping a focus on quality assurance and continuous service improvement.

Track Chair

Carrie Armstrong
Manager, Customer Support, Financial Information Systems, University of Pittsburgh

Carrie Armstrong photoCarrie Armstrong is the manager of customer support for Financial Information Systems at the University of Pittsburgh. She has worked in the IT service and support industry for more than fifteen years. Carrie has been an officer for the HDI Steel City chapter for seven years, and she currently serves on the HDI Member Advisory Board. She was named the 2014 HDI Local Chapter Officer of the Year and her team received the 2015 HDI CSAT Elite 50 award.

Team Performance and Transformation

Evolving Desktop Support Track Icon

This track focuses on key strategies related to team and people management in the support organization, covering best practices, strategies, philosophies, methodologies, and approaches that will help teams perform and transform into high functioning, successful teams. The sessions will cover a range of topics: performance management, employee engagement, retention, and motivation, organizational change, rewards and recognition, mentoring and coaching, negotiation and conflict management, staffing and workforce management, and much more.

Track Chair

Krista Ciccozzi
Service Desk Director, Nexworks

Fancy Mills PhotoKrista Ciccozzi has more than twenty-three years of experience in support and is a certified Green Belt in Lean Six Sigma. She’s currently the service desk director for Nexworks, a division of ExamWorks. In addition to receiving her BA in organizational communication and her certificate in business leadership from Marylhurst University, she’s a certified HDI Help Desk Director and certificate-holder from the Dale Carnegie Leadership for Managers program..