2019 Speakers | HDI Information Technology Conference 2019

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Jessica Alfaro
Senior Manager
Acuity, Inc.
Jessica Alfaro has more than 15 years of experience providing consulting services in ITSM and enterprise management disciplines for the federal government and intelligence community. She delivers value to her clients by helping them capitalize on their service management investments, and she provides the strategy and vision to support process automation improvement efforts using best-in-class service management tools. Jessica enjoys collaborating with her colleagues, sharing experiences, and delivering value along the way.

Session: Session 506: Championing the Inclusive and Elusive CMDB

Liz Allen
Senior Manager of IT Business Applications
Liz Allen is the senior manager for IT business applications at Zendesk. Along with her team of analysts, she manages integrations between systems that serve Zendesk's People Operations and Customer Advocacy (Support) organizations. She thrives on bringing organization and progress to chaos without crushing creative, innovative spirits, and she values balanced teams, solution-oriented mindsets, open communication, and transparency.

Session: Session 808: What IT Support Can Learn from Customer Support Technology

Tiffany Apczynski
VP of Public Policy and Social Impact
Tiffany Apczynski is vice president of public policy and social impact at Zendesk and the executive director of the Zendesk Neighbor Foundation. She joined the company in 2010 as one of the company's earliest hires.

Tiffany is best known for drafting and executing the city and county of San Francisco's very first Community Benefits Agreement, a controversial section of legislation tied to a tax incentive for pre-IPO tech companies. Zendesk's inaugural agreement, which requires that employees perform a checklist of tasks to improve the neighborhood in order to receive a six-year break from city payroll taxes, has been held up by the city as the "gold standard" and was distributed to other tech companies as the model to follow. This agreement then became the framework upon which Zendesk's global social responsibility strategy was drafted.

Under Tiffany’s leadership, Zendesk has won several awards, including the 2015 "Grantmaker of the Year Award" by the Association of Fundraising Professionals, and has been recognized by the San Francisco Business Times in both 2015 and 2014 as a Top Corporate Philanthropist.

Sam Armstrong
Solutions Consultant
Sam Armstrong has been with LogMeIn for nearly four years, spanning roles across the customer support organization. As a customer success manager, Sam is responsible for increasing product adoption and usage by empowering customers to better understand their business and helping them leverage all the features and functionality that LogMeIn products have to offer.

Session: Customer Case Study: Thomas Jefferson University and Jefferson Health

Chris Arnold
VP of Development

Session: AI and Identity Management: Changing How We Interact with Our Systems

Roy Atkinson
Senior Writer/Analyst
Roy Atkinson is one of the top influencers in the service and support industry, with an international reputation. His expertise has been featured by The Economist, Social Media Today, Computerworld, and many others. His specialty is guiding organizations to better service and service management through the adoption of good practices. According to CIO Insight, he is a “model of the future digital leader.”

Session: Breakfast Briefing: Extreme Makeover: The Automated Service Desk in 2019
Session 101: Your Metrics Are Talking to You...But Are You Listening?
Pre-11: MasterMinds: Desktop Support
Session 406: AI Isn't Taking Your Job...Unless You Give Your Job Away
Session 601: AI, Self-Service, and User-Facing Knowledge in Technical Support: Research in Review

Kyle Barnick
Service Desk Analyst
Northwestern University
Kyle Barnick has been with Northwestern IT for three years. His versatility and adaptability has allowed him to work in both Tier 1 and Tier 2 positions at the service desk. He's currently pursuing an MS in computer information systems at Northwestern University.

Session: Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Gerald Beaulieu
Director – Product Marketing

Session: Deploying Virtual Agents for Awesome Employee Experiences

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.

Session: Session 403: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience
Session 606: How to Make Better Business Decisions Utilizing Data, Knowledge, and Analytics: A Roundtable with First American

Patricia Blackstaffe
Strategic Sense
Patti Blackstaffe is the CEO of Strategic Sense Inc., a consulting company that focuses on helping clients build transformation agility through people strategy. A specialist in change and transformation, she focuses on complex technology implementations and changes through M&A. Her years of hands-on experience in the automation industry, international business, and large organizational projects have contributed to the build of people strategy and programs for all her clients. She is an industry advisor for the Business Technology, Management and Analytics Program within the Haskayne School of Business at the University of Calgary, certified in Change Management, and a local volunteer in Calgary. Patti's honors include: Building a consultancy from the ground up and celebrating her 10th year in business, being named in Calgary's Distinctive Women Magazine (2012), nominated twice for the Royal Bank of Canada Women's Entrepreneur Award (2011/2012), Interviewed on Leading Change by Success Magazine (2011), Leadership International included her on their list of World's Top 30 Leadership Gurus (2010) and she was included in a list of 101 Bloggers to Watch by WE Magazine for Women (2009).

Session: Session 108: People Strategy: An Agile Experiential Revolution

Heather M Brammer
Knowledge Program Manager
Heather M Brammer has worked in Knowledge Management for over 20 years and is currently the Knowledge Management Program Manager for Boeing IT. In this role, she manages a KM repository of over 11,000 support articles and established the associated Answer IT Solutions end-user self-service knowledge base. She developed Boeing's first Enterprise-wide gamification program and Boeing's first Virtual Customer Assistant chatbot. She is currently working to transition the Boeing IT knowledge program into the Boeing Enterprise environment. Heather received her MS in Information Management and Architecture from the University of Washington.

Session: Session 504: How Boeing Increased Support While Decreasing Costs

Ben Brennan
Author, IT Director
Verizon Media Group
Ben Brennan is a former psychotherapist and a self-taught IT expert. He blended his knack for technology with his deep knowledge of interpersonal communication and business management to carve out an important new niche in IT. Ben has consulted for some of the country's leading tech firms, including Box, Yahoo!, Twitter, Jawbone, and AOL, and has shown them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT department. Ben is the author of Badass IT Support, founder of QSTAC.com, and currently serves as IT director at Verizon Media Group.

Session: Session 508: Using Design Thinking to Create an Amazing Customer Experience

Lea Brovedani
Sagacity Consulting LLC
Lea Brovedani is a 2018 Top Thought Leader in Trust, one of only 100 around the world, and the author of Trusted: Secret Lessons from an Inspired Leader and Rebuilding Trust. After taking time off to raise her family, Lea went back to work as HR manager for a call center, overseeing a staff of 140. Juggling a young family, university, and a demanding career, Lea made a decision to write her Practicum in Adult Education around teaching the skills of emotional intelligence, with a focus on how that relates to trust. Her vision is to build a safer and more sustainable world by cultivating leaders and businesses to increase their trust and trustworthiness resulting in greater transparency, less fear, and stronger values, and for the client, a more profitable bottom line.

Session: Session 609: Building Trust: Being a High-Trust Leader

Nate Brown
Director of Customer Experience
Nate Brown is the cofounder of CX Accelerator and director of customer experience for UL EHSS. While customer service and the customer experience are his primary expertise and passion, Nate is able to leverage his experience in professional services, marketing, and sales to connect the dots and solve the big problems. From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the customer experience community.

Session: Session 401: Making Feedback Matter: Taking Voice of Customer to the Next Level

Rae Ann Bruno
Owner, Business Solutions Training (and Consulting)
Business Solutions Training (and Consulting)
Rae Ann Bruno is the president of Business Solutions Training, Inc., where she 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 is the author of "Translating IT Metrics into Business Benefits" and "What Have You Done for Me Lately? Creating an Internal Marketing Culture." She is also a member of the HDI International Certification Standards Committee.

Session: Session 501: Metrics Magic: Ask the Experts!
Pre-3: HDI Desktop Support Manager
Session 604: Walk-Up Support: Transforming the Service and Customer Experience

Mitch Bryant
IS Operations Support Manager
Norton Healthcare
Mitch Bryant is the IS Operations Support Manager for Norton Healthcare in Louisville, KY. In this role, Mitch manages the Support Center Services teams as well as the Telephone Operators Support team. He has spent years managing support center involvement to meet the needs of growing organizations, and his support team has been awarded the HDI Pinnacle of Excellence for the last two years in a row. Mitch is an HDI Certified Instructor and certified HDI Support Center Manager; he also holds certificates in ITIL and KCS. He is the author of two HDI Focus Books: "Bridging the Gap to Your Customer" and "How to Handle Customer Complaints."

Session: Session 605: In and Out: Lessons Learned Using Rightsourcing

Lucia Caron
Director, Product Support
Verint Systems
Lucia Caron has more than 20 years of experience in the IT industry, focusing on product and technical support, operations analysis, due diligence, managing rapid technical change, process design and implementation, customer experience, and aligning IT solutions to corporate business needs. Lucia is a results-driven leader, applying effective and innovative management principles to improve technology support operations. Currently, she oversees product support teams at Verint Systems. Lucia received her PhD in management and organizational leadership, specializing in information systems and technology. She served four years on the HDI Desktop Advisory Board and has been a judge for the Stevie Awards for Sales and Customer Service. She's also volunteers her time in outreach programs for young people, programs related to education and technology, and advocacy programs for youth, women, and minorities.

Session: Session 502: Elevating the Customer Experience by Simplifying the Feedback Process

Randy Celaya
President and Founder
The Coaching Bridge
Mr. 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 communicator working with groups or individuals to achieve success. Mr. Celaya has worked extensively with Help Desks and Call Centers around the world to develop and train Professional to Director level positions in Customer Support, Critical Thinking, Team Building, and Problem Solving skills. Randy was critical in the conception of one of the Help Desk industries most recognized certifications in the support services industry. Randy has served as the Keynote speaker at Help Desk and Call Center events around the world.

Session: Pre-2: HDI Support Center Manager

Abi Chandra
Cloud Technology Evangelist

Session: Why 'The Exponential' of Emerging Technology Matters to You

Krista Ciccozzi
Director, IT Customer Support
Krista Ciccozzi has been a support industry professional for over 25 years, working in large technical support organizations and smaller IT departments. Krista received her BA in organizational communications and a certificate in business leadership from Marylhust University. She has a leadership certificate from Dale Carnegie and is an active member of the HDI Atlanta local chapter.

Session: Breakfast Briefing: Champagne Appreciation on a Beer Budget

Jessica Clarkson
KnowledgeBase Administrator
Chippewa Valley Technical College
Jessica Clarkson started her IT career in 2010 when she enrolled in the IT Computer Software Developer program at Chippewa Valley Technical College. She graduated from CVTC in 2012 and was hired as a full-time desktop services technician for the college the following year. When she isn't working directly with the students and staff of CVTC, she's working indirectly to help them by creating articles for the CVTC knowledge base. Jessica became an HDI member in 2013 and earned her KCS certification in 2015; she's also an active participant in the HDI Minnesota local chapter.

Session: Breakfast Briefing: Knowledge-Centered Support: Let's Do IT!

Dave Cliffe
Head of Digital Imagineering
Dave Cliffe is a recovering software engineer who took on the role of sherpa on the Product team at PagerDuty before deciding that this whole "digital transformation" thing had legs. Before PagerDuty, Dave worked in cloud computing at Microsoft (Windows Azure) and at Amazon.com, launching their Grocery business. Frequently, he wonders which is scarier: being on-call or being a parent. The debate continues.

Session: Session 109: Duck, Duck, Goose, and the Black Swan: Modernizing Incident Response

Matt Cox
Director, Technical Services and Strategy
With nearly 15 years of experience in the IT industry, Matt Cox is a lover of creating technical solutions and successful customers. As the Director of Technical Services and Strategy at Samanage, he leads the talented team of solutions consultants and implementation specialists who work with customers of all sizes and across many different industries to create tailored service management solutions using ITSM and ITIL best practices.

Session: The Employee Service Algorithm: Driving a Better Experience With AI and Automations

Michael Crocker
IT Manager, Knowledge
Texas A&M University
Michael Crocker is an IT manager with Texas A&M's Division of Information Technology, where he is responsible for the service desk's knowledge management and documentation processes. He's been in the IT industry since 1998 and has experience in IT operations, customer support, and process development. Michael is certified in KCS Principles and holds his HDI Support Center Team Lead certification.

Session: Session 306: Turning the Aircraft Carrier in Higher Ed: Texas A&M's KCS Voyage

Mary Cruse
Director, IT Customer Services
First American Corp
Passionate about customer service, Mary Cruse has more than 30 years of experience with Fortune 500 companies in the airline, healthcare, and financial industries. Mary has extensive experience leading both technical and nontechnical customer service centers, focusing on contact center design and technology, customer service delivery, technology support, and team building and rebuilding. She holds multiple HDI certifications, as well as the CIAC Call Center Operations Manager certification, serves on the Board of Directors for Help Desk Chapters, Inc., and was inducted in the HDI Hall of Fame in 2018.

Session: Session 403: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience
Session 606: How to Make Better Business Decisions Utilizing Data, Knowledge, and Analytics: A Roundtable with First American
Session 201: Chat for Technical Support: First American's Continuing Journey Toward Best Practice

John Custy
Managing Consultant
JPC Group
John Custy is a services management authority with extensive experience helping organizations improve their services delivery, become more strategic, and increase value. He is an internationally known speaker and educator who challenges us to think differently. John received his MA from Boston University and his BS from the University of Massachusetts at Lowell. In addition, he has earned his ITIL Manager, ITIL Expert, ISO 20000 Consultant, KCS Consultant, and Kepner-Tregoe (KT) certifications. He's also a member of the HDI Faculty and the HDI International Certification Standards Committee. John Custy is the 2015 recipient of the Ron Muns Lifetime Achievement Award and was also recognized as an IT Industry Legend by Cherwell Software.

Session: Session 501: Metrics Magic: Ask the Experts!
Pre-1: HDI Support Center Director
Session 206: ITIL 4: What's It All About?

Glynis Devine
Customer Experience and Core Motive Expert
Glynis E. Devine
Glynis E. Devine is an expert facilitator and storyteller who serves and supports leaders with proven interpersonal tips, tools, and strategies derived from the wisdom she gleaned from 25 years leading one of the top sales teams in Canada. Over the past three years, Glynis has helped the sales and services professionals from one of the top luxury vehicle manufacturers improve their customer experience. Glynis is certified in Core Motive, a psychodynamic assessment that addresses why we do what we do.

Session: Session 702: CXEQ: The Superpower All Service and Support Pros Need

Kai Dickens
Culture Strategist & Team Building Consultant
Kai Dickens is a culture strategist and team-building consultant with more than 15 years of experience in leadership development, including team building, Millennial management, employee engagement, and organizational culture. His passion for leadership development and talent for changing cultures lead him to create PLAYOLOGY, a transformational training company. As the go-to Millennial and culture expert, he's passionate about bridging the communication and cultural gap between executives, directors, owners, and Millennials. Using play as the vehicle for change, Kai has created a unique way of improving understanding, trust, and communication between generations and teams.

Session: Breakfast Briefing: What Is Your Culture Color?
Session 309: An Extraordinary Workplace Is More Than Ping Pong Tables and Bean Bag Chairs

Jan Dietz
Global Customer Experience Manager
Jan Dietz is currently the global customer experience manager at Stefanini, where she's responsible for overseeing the strategic development of training and knowledge for North America and Asia-Pacific. She has more than 20 years of experience managing service desks and deskside teams, with an eye on customer experience. Jan recently cocreated a global strategic approach to customer experience advocacy, launched at Stefanini in 2017.

Session: Session 207: CX Advocacy in a Digitally Transforming, Multichannel World

Phyllis Drucker
Senior Consultant
Phyllis Drucker is senior consultant and information leader at Linium with more than 20 years of experience in service management. She holds numerous industry certifications, including ITIL Expert and VeriSM, as well as being an international speaker and author. Phyllis is a recognized expert on the service request catalog, and she was an early adopter of enterprise service management, first applying service management capabilities to HR, finance, accounting, and contracting in a shared service center environment in 2006. Since her first speaking engagement in 1997, Phyllis has helped to advance the service management profession of leaders and practitioners worldwide by providing her experience and insight on a wide variety of topics.

Session: Session 105: We've Been Hacked: Why Security Needs All Hands on Deck
Session 405: HR Isn't IT, Silly: Strategies for Enterprise Service Management

Sue Duris
Cofounder and Director, Marketing and Customer Experience
M4 Communications
Sue Duris is cofounder and director of marketing and customer experience of M4 Communications, a marketing and customer experience consulting firm that helps organizations build and grow their brands by coaching them how to be customer-centric, advising them on their digital transformation initiatives and collaborating with them to design omnichannel experiences that engage employees and deliver customer value. Sue received her MBA from the University of California at Irvine; she also writes and speaks regularly, and hosts #CXChat, a weekly Twitter chat about all things customer experience.

Session: Session 701: Seven Steps for Building a CX Dashboard That Drives Results

Amy Eisenberg
Content Specialist
Amy Eisenberg is the content specialist for HDI, where she works with industry experts and practitioners to create content for technical support professionals. She has more than 20 years of experience publishing content in print, online, and for conferences and technical seminars for IT professionals to help them gain new skills and advance their careers. Amy is also a facilitator for HDI Leadership Forums to help service and support leaders tackle people, process, and technology challenges for service management. Follow Amy on Twitter @eisenbergamy.

Session: Pre-10: MasterMinds: Healthcare

Matthew Ernst
VP of Digital Services, Business Development & Learning
Thomas Jefferson University

Session: Customer Case Study: Thomas Jefferson University and Jefferson Health

Fran Fernandez
Head of Product at Espressive
Fran has a wealth of IT Service Management experience spanning a 25-year period of time, including companies such as ServiceNow, BMC Software, and CA. He is a pioneer in developing Natural Language Processing (NLP) and Machine Learning (ML) based systems. Fran graduated from UC Berkeley and is an avid mountain biker and coffee drinker – which is why he works at Espressive.

Session: Session 706: How to Implement a Chatbot for ITSM That Delivers Results

Ruben Franzen
US Sales Manager

Session: How to Achieve True Off-Boarding Ease

Vincent Geffray
Senior Director, Product Marketing
Vincent Geffray is a senior director of product marketing at Everbridge, focusing on IT service alerting and Incident Response automation. He's an engineer by training with more than seventeen years of experience in the IT operations and service management space, with expertise in critical communications, IT service alerting, application performance management, and IT process, runbook, and workload automation. He has an international background as he worked in Europe as well.

Session: Session 210: Taking Support to the Next Level: Communication, Collaboration, Coordination

Dennis Gershowitz
DG Associates
Dennis Gershowitz is principal of DG Associates, a consultancy that works with organizations to enhance their customer loyalty programs, achieve customer success, execute customer journey mapping and service design, develop improved tools for meeting customer expectations, and develop, define, or further their customer experience management strategies. An accomplished senior executive, Dennis has been recognized for his expertise in customer experience and loyalty, and for his leadership in aligning business and development strategy while transforming "good enough" operations into sustainable best-in-class winners. Dennis received his MBA from Case Western Reserve University and his Certificate in Advanced Management from Pace University's Lubin School of Business. He has also been honored with awards in services leadership, including Service Professional of the Year from AFSMI.

Session: Session 802: Why You Should Be Disrupting the Customer Journey

Libby Gill
Libby Gill & Company
After nearly twenty years in senior leadership roles in communications at media giants Universal, Sony, and Turner Broadcasting, Libby Gill is now CEO of executive coaching and consulting firm Libby Gill & Company. With a focus on helping individuals and organizations capture the heads and hearts of their customers, colleagues, and communities, Libby delivers keynote addresses, custom training programs, and executive coaching for companies desiring to create a culture of risk-taking, innovation, and bold leadership. Her proven "Clarify, Simplify & Execute" process inspires people to increase levels of hopefulness in the workplace by maximizing their "Leadership DNA," building high-passion/high-performance teams, and increasing employee engagement through authentic connections.

Session: Opening General Session: HOPE THEORY: How Belief, Behavior, and Accountability Drive High Performance

Andrew Gilliam
ITS Service Desk Consultant
Western Kentucky University
Andrew Gilliam is an ITS service desk consultant for Western Kentucky University, where he and his teammates are the single point of contact for all IT services. Andrew has championed many employee and customer experience initiatives, including revitalizing customer surveys, developing an employee portal, and devising a novel method for breaking through silos to reduce customer effort.

Session: Session 302: Boondoggle to Beneficial: Rethinking Customer Surveys

Willette Glenn
Senior Manager
Willette Glenn is a senior IT professional with extensive experience in project management, application development, customer service, team building, and improving the customer experience. A twenty-year veteran of PepsiCo, Willette is currently the North America service desk senior manager in charge of infrastructure, password, and extended support teams, supporting more than 50,000 customers. She built and manages the service desk automation team, responsible for developing and deploying more than 20 large- and medium-scale solutions for customers and agents.

Session: Session 107: Automation: The Next Big Service Desk Initiative

Andrew Graf
Chief Product Strategist
Andrew is the Chief Product Strategist for TeamDynamix. His passion lies in helping organizations thrive in an ever-changing environment. As a co-founder of TeamDynamix, Andrew is well versed in the common issues facing IT leaders in Education, Government and Healthcare – as tech spend rises and needs for increased IT Maturity rise, he is able to help map out a way forward. Andrew believes that success comes when customers, team members, and the company are all aligned. In his role, he uses his insights to focus on customer lifecycle strategy; building a strategic product vision that will ensure customer success in both the short and long term. Andrew was previously a technology and business process consultant with Arthur Andersen Business Consulting serving mid-market and Fortune 500 clients. Andrew graduated Summa Cum Laude with a degree in Management Information Systems with a specialization in French from Ohio University.

Session: Breakfast Briefing: Toward More Mature ITSM: Meeting Demand in Education, Government, and Healthcare

Gregg Gregory
Speaker, Author, CEO
Teams Rock
Recently named one of the top 25 thought leaders in technical support and service management by HDI, Gregg Gregory's expertise exceeds expectation. With almost 30 years working at all levels within corporate America, Gregg's programs create a winning culture that compliments every organization's mission, vision, and values. Gregg is a Certified Speaking Professional (CSP) and a past president of the National Speakers Association's Washington, DC chapter.

Session: Session 509: From Dysfunctional to Cohesive: 5 Behaviors of Successful Teams

Jon Griffey
Associate Director, Service Desk
Texas A&M University
Jon Griffey is a Texas A&M alumnus who now serves as an associate director with the University's Division of Information Technology. With over 17 years of IT experience, Jon is responsible for the University's service desk operations, which include the Division of IT's Service Management Office and computer support services, as well as the University's IT Help Desk and Software Center. Jon is certified in KCS Foundations and holds his HDI Support Center Director certificate.

Session: Session 306: Turning the Aircraft Carrier in Higher Ed: Texas A&M's KCS Voyage

Brian Grinstead
Support and Systems Management Coordinator
Indian Prairie School District 204
Brian Grinstead is an IT professional with over 20 years of experience and currently responsible for end user technology support and operations for the 4th largest school district in Illinois. He currently manages a team of 28 employees across 34 sites while supporting a fleet of 37,000 computing devices and associated technologies. Major supported technologies include; Windows 10, Chrome OS, Apple, Symantec Endpoint Protection, SCCM, Jamf, Smart Technology products, and HP printers and personal systems. He is currently working on implementing an enterprise wide adoption of OneDrive, Service Desk migration to a new Support Center, Windows 10 Intune roll out with hybrid SCCM configuration and Windows 10 feature update roll out.

Session: Support Center - Going Beyond IT
Session 409: Developing and Advancing a Centralized Support Center in K-12 Districts

Charlie Guerini
Senior Director of Global Operations
Charlie Guerini, senior director of global operations for Alphanumeric, is passionate about both his love of countries and cultures across the globe and his dedication to innovation—namely artificial intelligence. It is no wonder why Alphanumeric selected Charlie to drive global intelligent automation strategy. Charlie's track record includes multi-national operations strategy and execution, service desk operations, and site management for the likes of .idea, CIBC, and Citi. Charlie studied international business at Champlain Regional College in Quebec. He believes the key to success is trusting and learning from your employees, because they will take care of your customers. Outside of work, Charlie loves to explore nature and run along the Portugal coast line.

Session: Session 507: Making AI Work for You: A Strategic Artificial Intelligence Implementation Roadmap

Bren Hanson
Help Desk Manager
Exchange Bank
Bren Hanson has worked in customer service management for Exchange Bank since 1993, and in the customer service industry since 1981. She created the "Super Help Desk" in 2002 and currently manages Level 1 and 2 support teams. Her support center takes calls on bank security, IT hardware/software, facilities/maintenance, and telecommunications, and is the single point of contact for her company.

Session: Session 305: This Girl Scout Wasn't Prepared for a Firestorm: The Importance of Disaster Communication

Mark Hodgen
Senior SE

Session: Overcome Your Tier 1 Support Challenges

Bryan Hood
Director of Solutions Engineering

Session: Mitigating Data Breaches by Securing the Credentials Used by the Service Desk

Olinda Hubbs
Associate Director, Strategic Communications and Initiatives
Southern Illinois University
Olinda Hubbs is a seasoned communications strategist who's had an extensive career leading strategic communication initiatives that allow organizations--and the executives leading those businesses--to tell their best stories. For the last five years, she has worked with the Office of Information Technology at Southern Illinois University to elevate the department's image, reputation, and effectiveness among departmental and university stakeholders.

Session: Pre-14: Communicate with Impact: Elevate Yourself as a Leader

Lou Hunnebeck
Prinicipal Advisor
DXC Fruition
An ITIL Expert with more than 30 years of experience in service industries, Lou Hunnebeck is a principal advisor at DXC Fruition. Her passion for improving how we do what we do has led her to ITSM from a background of process, training and systems consulting. Devoted to advancing the art and practice of ITSM, Lou served as the author of the ITIL 2011 Service Design publication, and as a member of the Architect Team and as an author for the ITIL Practitioner Guidance publication. She is currently on the Senior Examination Panel for ITIL, serves on the Lead Architect Team for the current ITIL4 update, and speaks regularly at industry meetings to spread the message of ITSM.

Session: Session 202: Oh, You Meant That?: Setting and Managing Expectations

Beth Jacobsen
Director of Customer Care
When I Work
Beth Jacobsen has over 20 years of experience in the customer service industry, more than half of that time in the SaaS world. She's passionate about employee engagement, customer experience, scaling teams, and mentoring staff, and she's presented at national conferences on topics ranging from onboarding and employee recognition to communication skills and industry processes. Beth has been an HDI local chapter officer for the past eight years, and she's currently serving as the president of the PulseLocal Twin Cities chapter.

Session: Session 607: Quality Matters: Increasing Quality to Increase CSAT

Lynne Jeffers
Manager, IT Support Center
Northwestern University
Lynne Jeffers has worn many hats as an IT professional at Northwestern University for over 34 years. She's certified in ITIL v3 Foundation and KCS Foundation.

Session: Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Jim Johnson
Robert Half Technology
Jim Johnson is SVP of Technology Staffing Services for Robert Half, which includes The Creative Group, Robert Half Legal, and Robert Half Technology. In this role, Jim travels North America conducting training on best practices in the IT staffing sector, identifying trends in technology and hiring, and attending and speaking at national events, including HDI and Microsoft Ignite. With more than 20 years of staffing industry experience, Jim joined Robert Half Technology as an account executive in 1999, moving up the ranks from division director to branch manager, then director of strategic accounts. In 2014, Jim was promoted from field business consultant to vice president, and was promoted to senior vice president in December 2017.

Session: Session 208: Finding the Right Fit: Making the Right Hires, Right Now

Stephen Johnson
End User Support Manager
University of Central Florida
Stephen Johnson is a Desktop Support Zone Manager at the University of Central Florida. He uses his background in Biotechnology, Architecture, Engineering, and IT Services to provide innovative solutions to challenging problems. He is passionate about empowering deskside support staff with the right tools and environment to be successful in the office and out in the field. Stephen is a certified HDI Desktop Support Manager.

Session: Session 308: Streamlining Deskside Support at UCF: Getting into the Zone

Jade Kahn
VP of Marketing
As SysAid’s VP of Marketing, Jade is a strong leader and collaborator with 15 years’ experience in marketing and strategy with a proven record of driving strategic business growth across global markets. Jade’s ITSM journey began in 1998 when he started his first degree in Business Information Technology in Sydney, Australia. Today, he thrives on creating deep connections with customers and understanding how the unsung heroes of the industry are impacting their organizations.

Session: Session 410: Automation for the Princesses: How to Slash Ticket Resolution Times (CASE STUDY)

Matt Klassen
VP of Product Marketing

Session: 3 Tips to Designing a More Engaging Service Experience

Donna Knapp
Curriculum Development Manager
ITSM Academy
Donna Knapp has more than 30 years of experience in the IT industry and is currently ITSM Academy's curriculum development manager. Donna's years of practical experience and love of learning show in her engaging and informative speaking style and many certifications, including ITIL Expert, Certified Process Design Engineer, DevOps Foundation, Certified Scrum Master, Certified Agile Service Manager, Certified Agile Process Owner and VeriSM Foundation. Donna is the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition. Donna is also on the DevOps Institute's Board of Regents.

Session: Session 206: ITIL 4: What's It All About?
Session 310: Learning from Incidents: 5 Lessons from High-Performing Teams

Zachary Koch
Manager, Service Desk
Zachary Koch is the Vice President of Client Services at vcpi and has been in IT Support for 17 years. Zak started his IT career while serving in the US Marine Corp, and now leads a dynamic team of 90 service and support professionals. He holds a Bachelor's degree in Information Systems Management and multiple certifications from Microsoft, HDI, and ITIL. Zak enjoys sharing his experiences and insight through his membership on several local college advisory boards, participation in HDI and volunteering for community events.

Session: Breakfast Briefing: Letting Go of Your Best Talent: A Winning Strategy

Matt Lacy
Senior IT Manager, Help Desk Central
Texas A&M University
Matt Lacy is the senior IT manager for Texas A&M University's Help Desk Central. Matt leads a team of approximately 55 student workers and six full-time staff to operate A&M's central help desk. With more than 17 years of IT experience, Matt plays an integral strategic role in many of the organization's continual service improvement efforts. Matt is currently studying management in the Mays Business School at Texas A&M University, and was the recipient of 2018 Texas A&M Student Employment Impact Award. Matt holds is certified in KCS Foundations and holds his HDI Support Center Team Lead and HDI Support Center Manager certificates.

Session: Breakfast Briefing: Applying Workforce Management in a Student-Run Service Desk
Session 306: Turning the Aircraft Carrier in Higher Ed: Texas A&M's KCS Voyage

Cindy Leavitt
CIO and VP, Information Technology
Temple University
Cindy Leavitt is the CIO and VP of Information Technology at Temple University. At Temple, she's responsible for planning and implementing technology initiatives and overseeing key IT units, including the help desk, university-wide end-user support services, academic computing, and more. Her thirty years of experience span all aspects of IT, including strategic planning, project management, system design, operations, and application development. Cindy is passionate about creating empowered and innovative teams, and she is committed to being an authentic and positive leader who practices what she preaches and leads by example. Cindy received her MBA from the Ross School of Business at the University of Michigan.

Session: Session 103: Creating a Positive Culture: The View from the C-Suite

Jeremy Lewandowski
Assistant Director, IT Service Transformation
Northwestern Mutual
Jeremy Lewandowski is the senior manager of IT Service Transformation at Northwestern Mutual. Since July 2017, he has helped drive innovation and positive change on Northwestern Mutual's technology support team. Prior to joining the technology team, he was the assistant director of Client Service Operations. Jeremy has more than a decade of progressive leadership experience in operations management, technology implementation, team building, and strategic planning.

Session: Session 204: Northwestern Mutual's Service Transformation

Laurie Lukken
Solution Center Manager
Nebraska Furniture Mart
Laurie Lukken has more than three decades of experience in IT, consisting of programming, analysis, project management, and managing end-user support functions within the telemarketing and retail industries. She launched two separate service desks from the ground up, and she's a firm believer in teaching customers to fish, rather than simply solving issues and sending customers on their way. Laurie is currently the VP of Programs for the HDI Nebraska local chapter.

Session: Breakfast Briefing:The Role of the Technical Trainer on the Service Desk

Amber Mac
Amber Mac(Arthur) started her career in San Francisco and Boston during the dot-com boom in the late 1990s and has since been at the forefront of reporting on and participating in digital innovation. "With few equals," writes YouTube co-founder Steve Chen, "Mac continues to demonstrate a keen insight towards the continually evolving fabric of the social web."

As a child, Amber attended a two-room country schoolhouse and shared a party telephone line with neighboring houses. She is now recognized internationally as an innovation and technology leader. Amber is a regular business host and expert for Fast Company, CNN, Bloomberg TV, CBS, BNN, The Marilyn Denis Show, and SiriusXM Radio. She was recently hired to serve as an entrepreneur advisor on a new reality pilot called Dream Funded: Let the Crowd Decide, created by Mark Burnett.

Session: Keynote: Relentless Adaptation: Best Practices for Today's Digital Economy

Chip McCoy
Global Cloud Evangelist

Session: Why 'The Exponential' of Emerging Technology Matters to You

Craig McDonogh
VP, Marketing
Craig McDonogh is a seasoned IT industry expert with more than 27 years of service management experience in both the vendor "factory" and the real world. Prior to working with Perspectium, Craig was one of the early employees at ServiceNow, where he shaped both product and messaging. Craig also spent 12 years with Remedy and BMC Software, holding various roles in the service management group, including ITSM strategy, director of product management, and head of Asia-Pacific marketing. Craig has worked passionately in the enterprise IT, cloud, and SaaS industries, and has presented at events around the world.

Session: Session 307: Extending Service Management Across the Enterprise

Peter McGarahan
Senior Director
First American
Pete McGarahan is the senior director of IT at First American Title Insurance Company, and has won multiple awards as an industry expert and global thought-leader in service management. He is consistently one of the top-rated speakers at HDI, ICMI, other industry events. He is incredibly knowledgeable, and has a true gift for sharing complex information in an engaging and understandable way. Follow Pete on Twitter @PeterJMcGarahan.

Session: Session 403: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience
Session 606: How to Make Better Business Decisions Utilizing Data, Knowledge, and Analytics: A Roundtable with First American

Matthew Meghory
Director of Sales North America

Session: Top Tips for Measuring Success Using reporting, analytics, and benchmarking

Fancy Mills
Group Training and Content Director
Fancy Mills has more than 20 years of experience specializing in consulting, training, and human resource development. As the current Group Director of Training and Content for ICMI and HDI, her focus is working with support centers and contact centers across various industries to optimize their performance. As a former consultant and HDI business associate, she's certified thousands of service and support directors, managers, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and consulted for Fortune 500 companies in the areas of process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. Fancy received her MS in human resource development with a specialization in adult education from Texas A&M University; she's also served as a session and keynote speaker for various industry conferences and events, and contributed to Cultural Impact on Conflict Management in Higher Education.

Session: Pre-12: MasterMinds: Support Center Leadership

Ric Mims
CJM IT Consulting
Ric Mims has more than 24 years of experience in service desk management, ITSM consulting, and operations. Ric has held various positions throughout his career, from enterprise help desk manager to VP of Operations for an outsourcer. He has also served in many capacities for HDI; he's a former HDI business associate, Strategic Advisory Board member, and speaker at numerous conferences, Forum meetings, and local chapter events. In his current role, Ric serves as CIO for CJM IT Consulting, a consultancy that builds and develops roadmaps, strategies, and technologies focused on the healthcare industry and other verticals.

Session: Session 806: ITSM Frameworks: Your Choices, Risks, and Benefits

Julie Mohr
Author and Speaker
Julie Mohr 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 dialogue and interaction. Julie is currently pursuing her PhD in management and organizational leadership in Information Systems & Technology from the University of Phoenix; she received her MEd from the University of Phoenix and her BS in computer science from The Ohio State University. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.

Session: Pre-4: KCS Principles
Session 106: Feed the Bots: Strategies to Improve Chatbots Through Knowledge
Session 704: Categorization: A Method to the Madness

Deborah Monroe
Ignite Achievements Int'l
Deborah Monroe is one of 18 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 processes to create a balanced working environment. Her aim is to build understanding and empathy, creating a positive bottom line through employee and customer retention.

Session: Pre-5: HDI Support Center Team Lead
Session 803: If It Weren't for These Freaking People: The Pool of Relationships

Gina Montague
Support Services Manager
Infinite Campus
Gina Montague is passionate about staff development, process improvement, and creating positive employee and customer experiences. Gina has more than 25 years of leadership and customer service experience, and she's proud to have a career in the support industry. For the past eight years, she's had the honor of leading the support team for Infinite Campus, a student information system for K-12 education. In April 2013, the Infinite Campus support team was awarded the HDI Team Excellence Award, and in 2016, they were a finalist.

Session: Session 801: Using Customer Service Data for Continuous Improvement
Session 203: Autonomous Leaders: Creating a Self-Managed Team

Simone Moore
Senior Consultant & Master Trainer
Thought-provoking and relevant, Simone Jo Moore is a service management mixologist who probes the hearts and minds of what makes businesses and IT tick, jumpstarting people's thinking to evolve behavior and actions at any level. People connected, knowledge shared, possibilities discovered and potential realized are her active values. Simone is a senior consultant, master trainer, course author, podcast co-host, and framework mentor (ITIL, DevOps,Agile, VeriSM, KCS, SFIA and others), Simone combines these skills with a background in HR and organizational change to create and share deep leadership experience with her clients, at global conferences and across social media.

Session: Pre-15: The Foundations of Relationship Agility

LaTonya Morgan
Program Manager
US Postal Service
LaTonya Morgan is a certified Project Management Professional with more than 12 years of experience leading and managing IT professionals on government contracts. She has successfully established help desks from the ground up, including several ticketing tool implementations and transitions. She's well known for her ability to improve staff performance and build strong, high-performing teams. She is also ITIL-certified, which facilitates her establishment of well-defined policies and procedures. LaTonya currently serves as the VP of Programs for the HDI Capital Area local chapter.

Session: Session 805: Next Step, Quality: 5 Steps to Increasing Service Desk Effectiveness

Monica Morrison
Manager, ITSM Process Improvement
CareFirst Blue Cross Blue Shield
Monica Morrison is a dynamic, passionate leader with remarkable strategic vision and focus on customer satisfaction, process improvement, and solutions implementation. She has more than 23 years of experience implementing ITSM best practices that have improved service delivery and support in large companies as well as nonprofit organizations. Monica has extensive experience coaching and mentoring individuals and building strong, cohesive teams that achieve results. She holds ITIL and HDI Support Center Manager certifications and currently serves as the VP of Program Logistics for the HDI Capital Area chapter.

Session: Session 805: Next Step, Quality: 5 Steps to Increasing Service Desk Effectiveness

Justin Muller
Innovation Architect and Head of Prototyping, Cisco CHILL
Justin Muller is an Innovation Architect and Head of Prototyping for Cisco CHILL, the innovation catalyst for Cisco's $12 billion Customer Experience team. He leads a team of prototyping engineers, experience designers, and innovation architects to help spark innovation in CHILL's Living Lab, which has produced two startups, seven patents, two joint proofs of concepts with startups, and more than 20 innovation initiatives with customers. Justin received his JD from the Santa Clara University School of Law and his MS in information systems from Santa Clara University's Leavey School of Business. When he's not innovating with customers, Justin spends every free second building impossible machines that Wallace and Gromit would be proud of, playing with his two-year-old son, and reading fantasy novels.

Session: Session 505: CANCELLED: Hunt Zombies, Kill Your Darlings, and Prototype Like a Star

Rachel Mulry
Executive Director of IT Customer Service
Rachel Mulry serves as the executive director of IT Customer Service at Southern Methodist University, where her teams (help desk, client hardware/software support, A/V support, service and application training, and training and communication) are responsible for providing client technology support to the SMU community. Rachel was a member of the HDI Higher Education Forum from 2006-2018, serving for several years on the program steering committee. She holds several certifications, including PMP, HDI Support Center Manager, ITIL v3 Foundations, Lean Six Sigma Yellow and Green Belt, and MOS 2010 Expert.

Session: Session 104: Business Process Improvement on a Shoe-String Budget

Josh Naylor
IT Service Delivery Manager
Northwestern University
During more than two decades as an IT professional in higher education, Josh Naylor has led employees across multiple functional areas, including the service desk, computer center marketing and communications, learning environments, instructional technology laboratory, network operations control center, multiple call centers, telecommunications provisioning, and hardware/software support. He has re-engineered processes and identified opportunities for optimization of resources across the organization utilizing Lean Six Sigma principles. He's well-versed in Lean Six Sigma, ITIL, DevOps, business process improvement, and management theory.

Session: Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Ben Nemtin
Keynote Speaker
In a pit of depression, Ben Nemtin and his three best friends decided to create the world's greatest bucket list to make them feel alive. They bought a rickety old bus and criss-crossed North America, achieving the unthinkable. And most importantly, every time they accomplished a dream, they helped a stranger cross something off their bucket list. From playing basketball with President Obama to streaking across a professional soccer field, Ben's bucket list quest has inspired millions to chase their dreams and realize that impossible is possible.

Ben is the #1 New York Times bestselling author of What Do You Want To Do Before You Die? and the star of the MTV show The Buried Life. As the cofounder of The Buried Life movement, Ben's message of radical possibility has been featured by major media outlets including The Today Show, The Oprah Winfrey Show, CNN, Inc., ABC, CBS, Fox, and NBC News. An acclaimed keynote speaker, Ben's presentation has garnered standing ovations from Amazon, Microsoft, Nationwide, Viacom, Verizon, Levi's, Harvard University, and more.

Session: Keynote: 5 Steps to Make the Impossible Possible

Leslie O'Flahavan
Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She's a problem-solver for all writing-related challenges, and she's delivered customized writing courses for customer service agents, social media managers, and support desk staff. Leslie helps organizations train their teams to write excellent emails, measure the quality of their emails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline's domestic and international contact centers. Leslie is a Lynda.com author of three courses: "Technical Writing: How to Write a Quickstart Guide," "How to Write Customer Service Email," and "Customer Service: Writing for Social Media." Leslie is also the coauthor of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Session: Session 102: How to Write Like a Human in an Age of Speed
Session 407: Live Chat: The Channel is Mature but Chat Quality Still Isn't Good Enough
Session 603: Writing Is a "Hard Skill" All Support Professionals Need

Manuel Palachuk
President and Head Coach
Manuel Palachuk International
Manuel Palachuk is the author of the book Getting to the Next Level: A Blueprint for Taking You and Your Business to the Top and the coauthor of The Network Migration Workbook, the definitive guide to zero downtime network migrations. He has more than 30 years of business, management, and training experience in the computer and electronics industries, including owning and managing successful IT and managed service provider companies. He's a well-known speaker and trainer at industry conferences, and he holds degrees in electrical engineering technology and automated manufacturing technology.

Session: Session 304: Agile Service Delivery: Making Work Flow

Ed Perez
Business Solution Consultant
Axios Systems
Ed Perez of Axios Systems has over 20 years of IT industry experience in planning and designing technology solutions. Ed’s focus is on utilizing the best approach and the most appropriate technology and resource to solve business problems. His extensive background uniquely combines pre-sales, sales, and services to provide customers with a superior advantage in IT. Ed's skills within ITSM and ITOM have provided great value for major software companies such as IBM, HP, BMC Software, and others.

Session: Improve your ITSM delivery with AI Chatbots
Session 408: Shifting Left?: How to Drive End-User Adoption

JP Peters
Associate Director, Support Services
University of Central Florida
JP Peters has over 20 years of experience delivering IT services to students, faculty, and staff in higher education. He currently serves as the associate director of Support Services at the University of Central Florida, where he oversees endpoint services and support (including endpoint engineering, desktop support, and the service desk) within the central enterprise IT organization. JP is a certified HDI Support Center Director who holds additional certifications in ITIL and COBIT.

Session: Session 308: Streamlining Deskside Support at UCF: Getting into the Zone

Paul Pierson
Manager, Business Development, ServiceNow Digital Innovation, and Consumer Experience
Thomas Jefferson University

Session: Customer Case Study: Thomas Jefferson University and Jefferson Health

James Province
Lead Software Pro
BrainStorm, Inc.
James Province is the lead software pro for BrainStorm, Inc., a Microsoft Partner. He has a talent for bringing knowledge and humor together to teach people and organizations how to work smarter and not harder by leveraging Microsoft technology. James is versatile and able to train in front of audiences large and small, live and virtual. He's also a skilled facilitator who helps people envision new ways to work more efficiently. James received his JD from the University of Iowa and practiced as a lawyer for 20 years before moving into IT.

Session: Breakfast Briefing: Tools for Success: Active Listening and Other Conflict Resolution Skills

Doug Rabold
Principal Consultant
Bold Ray Consulting
Doug Rabold is founder of Bold Ray Consulting. He has extensive experience in service management, IT operations, sales, employee development, and employee engagement. A lifelong learner, Doug is a Lean Six Sigma Yellow Belt and holds many other industry certifications, including ITIL Foundations, HDI Problem Management Professional, HDI Technical Support Professional, HDI Support Center Manager, and Knowledge-Centered Support Principles. He was a finalist for the 2018 HDI Manager of the Year Award and the People's Choice Award winner that same year. He's currently serving as a national officer on the Help Desk Chapters, Inc. board and as a member of the Cherwell Customer Advisory Board.

Session: Breakfast Briefing: Project Management for Non-Project Managers
Session 707: Service Management Disrupted!: From ITSM to ESM

Kumaravel Ramakrishnan
Director of Marketing

Session: 6 Ways to Make Your (IT)SM Wholesome

Adam Rauh
Associate Sales Consultant
Adam Rauh has been working in IT since 2005. Currently in the data analytics space, he spent over a decade working in IT operations focusing on data analytics, security, leadership, and infrastructure support. He is passionate about data, operations, 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.

Session: Session 301: "As You Wish": Enabling the Power of Story with Your Data

Charles Rita
Senior Service Desk Analyst
Northwestern University
Charles Rita has been an IT professional for more than 25 years, working at Northwestern University, an S&P 500 corporation, a computer retailer, and as an independent consultant. He's MCSE, A+, ITIL Foundations, and ITIL Service Operations certified.

Session: Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Bob Roark
VP, Service Management
NuAxis Innovations
Bob Roark is the VP of service management for NuAxis Innovations, where he helps transform and optimize the customer experience for both the NuAxis team and their client organizations. With a broad range of technical and business experience across multiple industries, his positive approach to empowering, coaching, and developing colleagues drives business value for all stakeholders by fostering a culture of collaboration and customer-centricity. Bob received his MBA from Western Governors University and holds several industry-leading certifications, including ITILv3 Expert, PMP, HDI Support Center Director, Microsoft Certified Systems Engineer, and ISACA Certified Information Systems Auditor. He was also a recipient of a CX Impact Award for Outstanding Professionals from the Customer Experience Professionals Association (CXPA).

Session: Session 510: Collaborating for Success: The Future of Service and Support Culture

Keplyn Robinson
Business Process Consultant
Robinson Consulting
Keplyn Robinson has been in IT service management for over twenty years educating and advising organizations all over the US and Europe. She began her career in radiology software where she quickly realized her love for training. Her dynamic, interactive style of teaching has brought accolades from every level of IT. After gaining her ITIL v3 Expert certification she has worked with many different organizations from higher education and healthcare to government and retail organizations helping guide the design and implementation of best practices that enabled these organizations to meet and exceed their business goals. Throughout her career she has helped certify thousands of professionals in achieving their ITIL foundation and practitioner’s certifications

Session: Pre-6: Service Management Optimization

Denise Rogge
Desktop Services Manager
Chippewa Valley Technical College
Denise Rogge is the desktop services manager at Chippewa Valley Technical College, where she's responsible for the management and day-to-day operations of desktop services and the service desk. This includes delivery of the college's computing environment, frontline support, operational support, asset lifecycle management, technology strategy, budget planning, leadership, and advancing service support standards. She's a certified HDI Desktop Support Manager with additional certification in KCS Fundamentals. As a long-time HDI member and conference attendee, she has also presented KCS strategy at local conferences such as Brainstorm and WiscNet.

Session: Breakfast Briefing: Knowledge-Centered Support: Let's Do IT!

Cory Rothman
Director, IT Service & Support
Tiffany & Co.
Cory Rothman is an engaging and passionate IT support professional with more than 23 years of experience working within major retail IT organizations, including Kohl's and IKEA. He is currently serving as the director of IT Service & Support for Tiffany & Co. He brings to his role a strong desire for helping others, delivering high-level customer experiences to his end users, and maturing Tiffany & Co.'s ITSM foundations and governance. All of these efforts center around developing his teams into a world-class support organization. Cory received his MM in management from the University of Phoenix. He's also a certified HDI Support Center Director, HDI Support Center Manager, and HDI Problem Management Professional.

Session: Session 602: Luxury Support Knows No Boundaries: A Look Inside the Blue Box

Bobby Rubio
Support Center Manager
With a passion for customer service and a desire to help, Bobby has worked at the Service desk for nearly 7 years. Before working at the Service Desk, he took his interest in Linux and open source software to customize solutions for a non-profit and small local business. While at the service desk he has been able to leverage his experience on multiple teams such as password, infrastructure, and extended support to create solutions that save time for both the analyst and end user. Bobby resides in Dallas, Texas with his wife and two sons.

Session: Session 107: Automation: The Next Big Service Desk Initiative

Jeff Ruffini
BlueRock Technologies
Jeff Ruffini is the COO of BlueRock Technologies. An experienced executive with a long history in the IT and services industry, Jeff specializes in service delivery, operations management, continuous improvement, customer relationship management, and customer satisfaction. He also has extensive experience in global management, solutions design and development, business growth, and sales.

Session: Session 705: The Duality of Strategic Sourcing

Jeff Rumburg
Managing Partner
MetricNet, LLC
Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award. As cofounder 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, General Motors, and IBM. He was formerly CEO of the Verity Group, where he syndicated the industry's first service desk benchmark. Jeff received his MBA from Harvard University. He has also authored A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement and taught graduate-level engineering and business courses.

Session: Session 501: Metrics Magic: Ask the Experts!
Pre-7: Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement
Session 205: Radical Success: Managing Service and Support as a Business

Lorna Russell
Senior Manager of Cognitive Product Management
BMC Software
Lorna Russell is Senior Manager of Cognitive Product Management for BMC Software's Helix portfolio. She has a passion for empowering the future of IT Service Management by leveraging best in class AI services like IBM Watson, Google and Microsoft. She has 10+ years experience managing multi-million dollar solutions as a product manager who is passionate about exceptional customer experience and buyer value.

Session: Breakfast Briefing: The Future of Service is Cognitive

Mark Sanborn
Sanborn & Associates
Mark Sanborn is the president of Sanborn & Associates, Inc., an idea lab for leadership development. In addition to his experience leading at a local and national level, he has written or coauthored eight books and is the author of more than two dozen videos and audio training programs on leadership, change, teamwork, and customer service. Mark's book, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary Into the Extraordinary, is an international bestseller and was on The New York Times, Business Week, and The Wall Street Journal bestseller lists. He's a celebrated speaker who has presented over 2,400 speeches and seminars in every state and a dozen countries.

Session: Closing General Session: The Fred Factor 2.0: New Ideas on How to Keep Delivering Extraordinary Results

Jarrod Sandel
IT Service Desk Manager
Michigan Medicine
Jarrod Sandel has over 15 years of IT Service Delivery experience, including positions in Service Desk Leadership, Device Support, and Business Analysis. He holds an MBA from Eastern Michigan University, and is the Local Chapter Officer for Membership at HDI Motown. He is currently the IT Service Desk Manager for Michigan Medicine (formerly known as the University of Michigan Health System).

Session: Session 404: When Two Become One: Successfully Consolidate and Create Service Desks

Greg Sanker
Agency CIO
State of Oregon
Greg Sanker is an IT service management author, speaker, and practitioner with decades of global IT experience, ranging from a Fortune 10 tech giant to the public sector. An international speaker known for his practical been-there-done-that advice, Greg frequently blogs about excellence in service management on ITSMTransition.com and was recently named an Top 25 Thought Leader in Technical Support and Service Management by HDI. His book, IT Change Management: A Practitioner's Guide, was released in September 2017.

Session: Session 610: A Crash Course on Change Control: A Capabilities Approach

Chris Savio
Senior Product Marketing Manager
Chris Savio is a senior product marketing manager for Bold360 by LogMeIn. Leveraging product experience spanning more than 10 years, Chris is responsible for everything from the product's go-to-market strategy, uncovering market trends and opportunities, and product feature validation and evolution.

Session: Session 601: AI, Self-Service, and User-Facing Knowledge in Technical Support: Research in Review

Mary Sawyers
Systems Engineering Supervisor
Indian Prairie School District 204
Mary has 20 years of experience working in K-12 education and has been involved in a number of technical and support capacities. In her starting professional career, Mary providing desktop support, increasing responsibilities to developing images for staff workstations, and now provides direct oversight and management responsibilities for District 204’s support center. Mary’s roles have included systems troubleshooting, software packaging, Windows image creation, and more recently, facilitating the launch and development of District 204’s system-wide Support Center focused on engaging customer service experiences, first-call closure and self-service opportunities.

Session: Session 409: Developing and Advancing a Centralized Support Center in K-12 Districts

Stephen Schneiter
Program Manager
A lifetime technology enthusiast with a passion for helping others succeed, Stephen Schneiter has built his career at the crossroads of IT and education. After years learning the tricks of the trade as a network administrator and security specialist, Schneiter pivoted into roles focused on guiding and developing IT instructors and emerging IT professionals. As the product manager for CompTIA Security+ and leader of the CompTIA Instructor Network, Schneiter leverages his extensive IT education background to help instructors from around the world create successful IT programs. Schneiter holds bachelor's and master's degrees from the University of Tennessee and is CompTIA Security+ certified.

Session: Pre-13: Security Fundamentals for the Support Center

Megan Selva
Group Content Manager
Megan Selva is the group content manager for HDI and ICMI. In this role, she's responsible for managing the overall content strategy and ensuring that HDI and ICMI's content meets the needs of the technical support, service management, contact center, and customer service communities. Megan has been with UBM, HDI and ICMI's parent company, since 2006. Prior to taking on her current role, Megan was HDI's senior editor; before that, she was the training courseware editor and a member services representative in the Customer Care Center. Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph in Ontario.

Session: Pre-9: MasterMinds:Higher Education

Scotty Shepherd
Training & Quality Assurance Coordinator
Texas A&M University - Division of Information Technology
Scotty Shepherd is the Training and Quality Assurance Coordinator for Texas A&M's Help Desk Central, where he is directly responsible for the recruitment and training of student technicians. Scotty has over 13 years of IT experience and has been teaching other IT professionals since 2008. Prior to joining the Help Desk Central team, Scotty served as the IT manager for the Texas A&M Health Science Center Help Desk and Bryan Support Team. Scotty received his BA in history with a minor in psychology from Texas A&M.

Session: Breakfast Briefing: Applying Workforce Management in a Student-Run Service Desk

Adam Smeets
Chief Technology Officer
Indian Prairie School District 204
Adam Smeets joined Indian Prairie School District 204 in 2018. Previously, Smeets worked to support all facets of technology at Dominican University where he served as Assistant Vice President and Deputy Chief Information Officer. Under his leadership, the technology department developed and maintained continuous efforts to improve operations including the development of a Support Center, decreasing case resolution turnaround times, and streamline processes while providing quality services to students and faculty. Prior to joining Dominican, Smeets managed labs and student technologies for Loyola University as the Manager of Digital Media Services and earlier served as the Assistant Director of Technology for University of Delaware. He earned his bachelor's degree from Loyola University Chicago, his master's from the University of Delaware and is working on his curriculum and instruction-focused doctoral dissertation from Loyola University Chicago.

Session: Session 409: Developing and Advancing a Centralized Support Center in K-12 Districts

Vesna Soraic
Senior Manager, Product Marketing
Micro Focus

Session: Breakfast Briefing: How Can AI Differentiate Your Service Desk?

James Stanger
Chief Technology Evangelist
Dr. James Stanger has consulted with corporations, governments, and learning institutions worldwide about security, ITSM, help desk management, open source, network administration for over 20 years. The organizations James has consulted with include IBM, NTT Japan, Symantec, the Scottish Qualifications Authority (SQA), the US Department of Defense (DoD), the United Arab Emirates Cultural Division, the US Department of State, Mesei University, and General Dynamics. An award-winning author, blogger, and technologist, he's developed IT education programs used around the world. James currently works as chief technology evangelist at CompTIA, the world's largest tech industry association.

Session: Pre-13: Security Fundamentals for the Support Center
Session 209: The Emerging Tech Hat Trick: Changes at the Help Desk

Marvin Stein
Sr Security Advisory Engineer
Marvin Stein is a senior security consultant at DELL; he has prior experience with vendors and corporations like Verizon, Microsoft, McAfee, the Bank of New York, and Merrill Lynch. He holds his MCSE and MCT, CISSP, VCP, and ITIL certifications, and he has cowritten and taught workshops on security, Windows administration, SCCM, PKI, and SQL Server, as well as on Exchange and VB scripting.

Session: Session 608: The Fundamentals of Cybersecurity Awareness

Doug Tedder
Principal Consultant
Tedder Consulting LLC
Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to "see the big picture" and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners. Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, and Organizational Change Management. Doug was also recognized as an "IT Industry Legend" by Cherwell Software in 2016. Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, and a contributing author to VeriSM™.

Session: Pre-8: Incident Management

Angie Tobin
Service Integration Lead
Angie Tobin has worked in the help desk environment for the Boeing Company for over 25 years and currently leads the Boeing Enterprise Help Desk demand management program and Service Integration team, with a focus on understanding and influencing customer demand for our services while improving end-user experience. Angie was the lead in the development and marketing of the help desk's multichannel support model, that to date has resulted in a contact avoidance of over 900,000 contacts. Angie currently serves as the VP of Communications for the HDI Seattle local chapter.

Session: Session 504: How Boeing Increased Support While Decreasing Costs

Jeff Toister
Toister Performance Solutions, Inc.
Jeff Toister has authored three books, including the bestselling The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (Lynda.com). Jeff was named one of the top 30 customer service professionals in the world by Global Gurus; he was also named one of the top 25 customer experience influencers by Panviva. Feedspot has named his Inside Customer Service blog one of the top 50 customer service blogs on the planet. Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

Session: Session 102: How to Write Like a Human in an Age of Speed
Session 503: Solving the Analyst Empowerment Problem

Ivette Torres
Service Desk Analyst
Northwestern University
Before transitioning to her current IT role, Ivette Torres worked as a data specialist on Northwestern University's Alumni Relations and Development team. She received her MEd in higher education administration from Loyola University Chicago.

Session: Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Megan Trotter
Director, Social Impact
Megan Trotter is the Director, Social Impact at Zendesk, a tech company located in the Tenderloin in San Francisco, a neighborhood which is commonly known for its crime and poverty. Megan oversees the community programming for Zendesk in San Francisco and its offices around the globe. Her scope includes but is not limited to grants, volunteering, in kind donations, and other collaborative initiatives. She has overseen the launch of Link-SF, a mobile platform that connects people in need with critical services around them, and its global instances. Additionally, she launched the Zendesk Basics Community Certification program which trains individuals with hiring barriers in customer service best practices and how to use Zendesk's software. Through this program, in collaboration with local nonprofits, individuals have been able to gain employment in the customer support field. Her educational and employment background include international development, social services, and tech.

Session: Breakfast Briefing: 5 Lessons on How to Operationalize Empathy into your Business

Nancy Van Elsacker Louisnord
Nancy Van Elsacker Louisnord is the president of TOPdesk USA. As a committed leader and team-builder, Nancy strives to inspire service management professionals to focus on how they can add value to the organization, specifically in the fields of shared service management and service excellence. Nancy has more than 10 years of experience in service management and extensive experience in HR before that. She contributes to several of IT's leading publications and is a featured CIO.com contributor, as well as a public speaker at many of the industry's leading events.

Session: Session 402: The Secret Ingredients to a Great Service Culture

Taffany Van Rossen
Service Delivery Director
Taffany Van Rossen is currently the service delivery director at Stefanini, where she's responsible for overseeing multiple global accounts as well as regional CX development, employee engagement and transformation. She has more than 20 years of experience managing service desks and deskside teams, with an eye on customer experience. Tiffany recently cocreated a global strategic approach to customer experience advocacy, launched at Stefanini in 2017.

Session: Session 207: CX Advocacy in a Digitally Transforming, Multichannel World

Robert Van Winkle
Robert Matthew Van Winkle, known professionally as Vanilla Ice, is an American rapper, extreme athlete, and home improvement TV personality. His 1990 single "Ice Ice Baby" was the first hip-hop single to top the Billboard charts. After surviving a suicide attempt, Ice was inspired to change his musical style and lifestyle. While his later, less mainstream albums failed to chart or receive much radio airplay, Ice has had a loyal underground following. His latest album WTF – Wisdom, Tenacity & Focus was released in August 2011.

A successful real estate entrepreneur and a remodeling expert, Vanilla Ice began hosting The Vanilla Ice Project on the DIY Network in 2009. He published a book called Vanilla Ice Project—Real Estate Guide about succeeding in the real estate market. Vanilla loves to include the latest in state-of-the-art technology in his new houses and showcases them regularly on the show.

Session: Keynote: Stop, Collaborate & Listen: Vanilla Ice's Ultimate Evolution, Robert Van Winkle (a.k.a Vanilla Ice)

Jill Weber
Service Desk Specialist
Northwestern Mutual
Jill Weber has more than 18 years experience in service and support as a help desk specialist, help desk coordinator, and currently a service desk specialist. She has served as HDI Brew City's board as the VP of Programs for the past 10 years, where she has helped to set up, identify topics, and secure presenters for chapter events and meetings. An avid dog lover, Jill is also a former professional women's bowler with national titles and several perfect 300 games.

Session: Session 604: Walk-Up Support: Transforming the Service and Customer Experience

Thomas Wilk
IT Manager
Carnegie Mellon University
Tom Wilk has worked in the service and support industry for more than 20 years, both in technical and leadership positions. His journey has taken him to Fortune 100 companies, higher educational institutions, contracting organizations, government agencies. and nonprofits. No matter the sector, market, or role, Tom looks forward to helping people make their experience a great one.

Session: Session 703: The Good, The Bad, and the Ugly: Managing Struggling Employees

Dan Wilson
Senior Director, End User Computing
Hertz Corporation
Dan Wilson is a tech-savvy leader with more than 20 years of experience leading IT services, infrastructure, and operations teams. He's passionate about helping organizations exploit IT as a business enabler, with a keen interest in the organizational and human impact of change. Dan received his MBA from the University of Michigan; he's also holds HDI Support Center Manager and ITIL Foundations certifications. Outside of work, Dan is an Ironman triathlete and father of three.

Session: Session 705: The Duality of Strategic Sourcing

Jason Wischer
Jason Wischer is an IT manager with 12 years of experience in the financial services industry. He volunteers with his local HDI chapter in Milwaukee and has served in various roles leading the local chapter community, including Midwest Regional Director and past chair of the HDI Member Advisory Board. Jason is passionate about helping others achieve their dreams and about creating a positive culture in the workplace.

Session: Session 303: The Language of Listening: Drive Results and Employee Engagement

Garilynn Wollard
Operational Excellence Sr. Manager
Entertainment Partners
GariLynn Wollard is the senior manager on Entertainment Partner's Technology Team, where she's primarily responsible for driving initiatives that increase employee engagement. She received her BA in computer science from the University of San Diego, but decided to go the technical support route instead of the software engineer route. GariLynn has more than 24 years of experience in IT, focusing on customer service, help desk, desktop support, system administration, and end-user training, and specializing in business relations and compliance, as well as call center and project management. She is cochair of EP's ESOP Committee and is the president of HDI Los Angeles local chapter.

Session: Session 807: Indifferent…Intrigued…Engaged: Taking Employees from Zero to Hero

Hagop Yaglian
Director of IT

Sally Yang
IT Manager
Texas A&M University - Division of Information Technology
Sally Yang is the IT manager for Texas A&M University's Help Desk Central. Sally's role is to supervise Help Desk Central's approximately 55 student workers. She's responsible for planning, creating, and managing the scheduling for HDC operations, and working closely with students daily to mentor, coach, and support their academic success and enrich their work experiences. Sally received her MEd in education technology, from Texas A&M.

Session: Breakfast Briefing: Applying Workforce Management in a Student-Run Service Desk

Doron Youngerwood
Director of Product Marketing

Doron has 15 years' experience in managing global marketing for unified communications, enterprise mobility, and artificial intelligence (AI) solutions. As SysAid's Director of Product Marketing, his responsibilities include developing the go-to-market strategies for SysAid's products, with a strong focus on automation, analytics, and AI. A regular speaker at AI events, Doron’s expertise in this domain means he is frequently asked to brief analysts, journalists, and customers on new developments in this industry. Doron was also on the AI Advisory Board for TM Forum.

Session: Breakfast Briefing: Extreme Makeover: The Automated Service Desk in 2019
Top Tips for Measuring Success Using reporting, analytics, and benchmarking

Erik Zempel
Sr Manager, Performance and Improvement Management
University of Michigan
Erik Zempel leads the Performance & Improvement Management team at Michigan Medicine, where he serves centralized IT by measuring and improving the ways in which work is executed to deliver services customers rely on. After two decades in various roles across IT, Erik understands the challenges faced by enterprise IT departments in meeting the demands of their customers. His passion for improvement has resulted in several successful large-scale organizational transformations throughout his career, and he has shared these stories at events nationwide, including Agile and Beyond, ServiceNow Knowledge, and the University of Michigan IT Symposium.

Session: Session 404: When Two Become One: Successfully Consolidate and Create Service Desks