HDI Information Technology Conference 2018

Session 403: Never Arrive: The First American Continuous Improvement Story!

Thursday, April 11 at 10:15 AM

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What does an award-winning service desk do after winning a prestigious industry award? They keep working to get better! After winning the 2017 HDI Service Improvement Award, First American's leadership team continues to assess its performance and is preparing to extend its support to 2-3 more business units. In this session, Pete McGarahan and Brad Biagi will share their passion for improvement; there's always something you can improve, whether you're expanding, optimizing, or scaling back. Attendees will learn about First American's approach to data and knowledge, focusing on:

Peter McGarahan

Senior Director
First American

Peter McGarahan is an active member and provides outstanding influence and contributions to the HDI community. As thanks, we are featuring him in the HDI Member Spotlight. Peter was the founder of McGarahan & Associates and offers 30+ years of IT, Business and Service leadership. He is passionate about sharing his lessons learned and career experiences through published articles and presenting at industry conferences around the world. His service leadership led the Taco Bell support organization to industry recognition after being awarded the Help Desk Institute Team Excellence Award in 1995.

Brad Biagi

First American Corp

Brad Biagi is a highly accomplished and enthusiastic management professional with a strong technical background and customer focus, as well as a relentless passion for innovative training management, project implementation, process improvement, and customer value. Brad is currently the manager of First American's IT Service Desk, where he leads, manages, and directs technical support across the enterprise in a follow-the-sun, worldwide operation. Brad also focuses on process improvement, training, and implementation to deliver strikingly impressive customer service. Follow Brad on Twitter @biagitec2.