SPEAKERS

Ana Agostini

Administrative Director- IT Services
Memorial Healthcare System
Ana Agostini has more than 16 years of experience in healthcare IT and is currently the Administrative Director of IT Services over the IT PMO, service desk and identity and access management teams at Memorial Healthcare System. Ana started her career at Accenture as a healthcare consultant and has implemented electronic health record, identity access management, and service management systems that have transformed organizations. Ana received her MS in industrial engineering, with a minor in project management, from the University of Minnesota – Twin Cities. She's also a certified PMP and holds three Epic certifications.

Session: Session 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study)

Ian Aitchison

Senior Director, ITSM
Ivanti
Ian Aitchison leads Ivanti's ITSM product strategy, working with industry leaders and decision makers to help them embrace strategic IT transformation and the benefits of future technologies. Ian also contributes to the ITSM community, speaking worldwide on subjects around innovation, the future of IT, and ITSM. Ian's dynamic presentations are always lively, thought provoking, and entertaining.

Session: Session 208: Rise of the Machines: How AI is Transforming IT and the Self-Service Experience

Bobby Amezaga

Sr. Director, Service Cloud Product Marketing
Salesforce


Session: Breakfast Briefing 11: Shape the Future of Customer Service with Artificial Intelligence

Roy Atkinson

Senior Writer/Analyst
HDI
Roy Atkinson is one of the top influencers in the service and support industry. His blog posts, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community.

Session: Pre 14: MasterMinds: Problem-Solving Through Peer Collaboration
Session 105: 5 Ways Automation Will Help You—If You're Prepared

Kaliegh Averdick

Knowledge Coordinator
Kaliegh is knowledge coordinator for Western Kentucky University's IT division, responsible for their entire knowledge management strategy. This includes coordinating quality knowledge sharing, promoting and guiding knowledge creation, developing and maintaining the knowledge base, and maintaining a knowledge training program. Kaliegh holds HDI certifications in Support Center Analyst, Technical Support Professional, KCS Fundamentals, and KCS Principles. You will be hard-pressed to find anyone more passionate about KCS!

Session: Session 404: Why KCS? A Western Kentucky University Success Story

Kristin Bathe

Director of IT
Diversified Communications Media Corp
Kristin Bathe is the director of IT at Diversified Communications Media Corp. In this role, she is responsible for leading a team of IT and data professionals, supervising the acquisition and implementation of technological equipment, software, and vendor relationships, leading campaigns to increase the profitability of the organization, and ensuring the company maintains the tools that drive the business, maintains security integrity, and is compliant with current regulations.

Session: Session 808: Bridging the Generation Gap of Business Expectations for IT

Richa Batra

Vice President of Student Services Operations
Blackboard
Richa Batra is the senior director of operations overseeing global contact centers at Blackboard. Prior to joining Blackboard in 2009, Richa worked in the professional education space as a director at The Association for Talent Development. She received her BA from the University of Maryland College Park and her MBA with a focus on international business from The George Washington University.

Session: Session 703: Outsourcing for Success: A Best Practices Blueprint

Gerald Beaulieu

Director, Product Marketing - IT Service
ServiceNow


Session: Breakfast Briefing 13: Eliminate Service Outages by Modernizing IT Services & IT Operations

Charles Betz

Principal Analyst
Forrester
Charles Betz is a principal analyst with Forrester Research, serving infrastructure and operations professionals in enterprise service management and digital operational excellence. This includes topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, knowledge management, configuration management, and CMDB, as well as industry frameworks like ITIL, IT4IT, and COBIT.

Session: Session 504: The New Incident Management

James Bolton

President
ProPoint Solutions
Jim Bolton is an HDI Certified Instructor, founder and president of Propoint Solutions, ITSM consultant, courseware developer, trainer, author, and speaker at conferences around the world. He is coauthor of the IBP book Problem Management: A Practical Guide. Jim holds an MBA in technology management and is certified as an ITIL Expert and as an ISO/IEC 20000 Consultant. In recognition of his industry contributions, Jim received the Information Technology Industry Legend Award in 2014

Session: Pre 6: HDI Problem Management Professional
Session 707: Taking Problem Management Seriously: You Can't Afford Not to Support It!

Ben Brennan

Director, IT
Oath
From technician to manager to consultant to director, Ben Brennan has taken his skills in scaling up startups like Jawbone, Twitter, and Box, and used them to shake up, wake up, and transform established global shops that don't typically move at the speed of the business. Currently the director of IT at Oath, Ben is also the author of Badass IT Support.

Session: Session 308: Develop a Data-Driven Strategy to Mind-Blowing IT Support

Per-Kristian Broch-Mathisen

KCS Trainer & Knowledge Advisor
ComAround
An advanced knowledge advisor with a long experience in self-service support and implementing cost-effective solutions. Kristian is a certified Knowledge-Centered Service Trainer who helps organizations achieve success with knowledge management and self-service tools. A graduate of Bournemouth University.

Session: Session 601: KCS Swarming: Ways to Gain Efficiencies for Desktop Support

Alex Brown

Senior Director of IT
Zendesk
Alex Brown is Senior Director of IT Operations at Zendesk, a customer service and engagement platform that helps organizations build the best customer experiences.  With more than twenty-five years of technology leadership experience in diverse environments including Salesforce.com, McAfee, and the University of California at Berkeley, Alex has weathered the growth storm repeatedly and knows how to navigate through it.

Session: Breakfast Briefing 12: Building a Virtuous Cycle: Six Principles for a World Class Team

Rae Ann Bruno

President
Business Solutions Training, Inc
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 Standards Committee.

Session: Session 101: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers (Two Hour Session)
Session 201: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers (Two Hour Session)
Session 701: TECHTalk with Rae Ann and Rumburg
Pre 4: HDI Desktop Support Manager
Session 303: Building the Service Desk Analyst Scorecard

Liz Bunger

IT Support Knowledge Management Process Analyst
Paychex, Inc.
Liz Bunger is an IT knowledge management process analyst with Paychex, Inc., responsible for training within the service desk organization and managing all aspects of the knowledge management program, including administration of the knowledge management tool, training, and analytics. Over the last several years, Liz has assisted multiple organizations within Paychex in implementing effective knowledge management practices. Liz holds certifications in ITIL v.3 Foundations and HDI Knowledge Centered Support Principles, and is an HDI Certified Instructor.

Session: Session 804: Stayin' Alive: Creating and Keeping a Strong KCS Culture

Nelson Cabral

President and Chief Creative Officer
CABRAL Creative Leadership International, Inc.
Nelson Cabral's business keynotes, consulting, and training focus on leading creative organizations and cultures around them. As the world's only Triple Threat Creative Leadership Expert, Nelson shares his decades of leadership experience as an award-winning advertising executive, creative director, TV, film, and video director, and Broadway leading man. He's on a mission to develop and inspire a new breed of leaders: a creative CEO in every enterprise.

Session: Pre 11: The Creative Storm: Igniting Creative Leadership in Your Organization
Session 207: The Creative Storm: Blowing Away the Barriers to Team Performance in the Modern Support Organization

Cynthia Christie

Project Management Professional and Senior Professional, Human Resources.
Kepner-Tregoe
Cynthia Christie, ITIL, PMP, SPHR Cindy has over 13 years' experience with Kepner-Tregoe identifying the gaps in processes that can be improved with systematic troubleshooting practices. Cindy has worked within a range of industries including telecommunications, finance, energy, government, healthcare/pharmaceutical, construction, manufacturing, and automotive. She facilitates Kepner-Tregoe workshops and provides needs assessments, process mapping, and analysis. Cindy is certified in ITIL practices, is a Project Management Professional and Senior Professional in Human Resources. Her recent consulting projects include optimizing Incident Management organizations at various global companies.

Session: Pre 9: The Fundamentals of Troubleshooting: A Simulation in 4 Steps

Krista Ciccozzi

Director, IT Customer Service
ExamWorks
Krista Ciccozzi has been a support industry professional for 25 years, working in large technical support organizations and smaller IT departments. Regardless of the size, Krista understands the importance of the employees doing the work. Krista received her BA in organizational communications and a certificate in business leadership from Marylhurst University, and her leadership certificate from Dale Carnegie. She is a certified LEAN Six Sigma Green Belt and is past-president of the HDI Atlanta local chapter.

Session: Session 209: Metrics 101
Session 403: Service Desk Lessons Learned

John Clark

Cross-Domain Solution Architect (CDSA)
Microsoft
John Clark is a Cross-Domain Solution Architect (CDSA) in Microsoft Enterprise Services as well as the Worldwide Modern Service Management Community Lead and former Subject Matter Expert. John was formerly an ITSM Solution Architect for Microsoft Enterprise Services as well and continues to incorporate modern ITSM in his new role. As a Microsoft CDSA, John is responsible for shaping opportunities with customers leveraging and implementing cross-domain Microsoft solutions that incorporate Azure, Office 365, Dynamics 365 and Microsoft 365. John has received several honors in recent years, including being selected for the WW ITSM Communities SME Award, Microsoft Sr. Technology Leadership Program (2014), and the Americas Gold Club (2016). He is also a past president of the Ohio Valley itSMF USA LIG and a former LIG of the Year recipient.

Session: Session 204: Service & Support in the era of Digital Transformation

Mary Cruse

Director, IT Customer Services
First American Corp.
Passionate about customer service, Mary Cruse has over 30 years' experience with Fortune 500 companies in the airline, healthcare and financial industries. Mary has extensive experience leading both technical and non-technical 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, and she is currently the Chairman of the Board of Directors for Help Desk Chapters, Inc.

Session: Session 505: Chat for Technical Support: A Discovery Journey to Best Practices

John Custy

President
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 is 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: Pre 1: HDI Support Center Director

Kai Dickens

Executive Leadership Coach and Teambuilding Consultant
PLAYOLOGY
Kai Dickens is an executive leadership coach and team building consultant with more than 15 years of experience in leadership development, team building, millennial management, employee engagement, and organizational culture.

Session: Session 809: The Power of Play: The Missing Ingredient in Your Company

Jan Dietz

Customer Experience Manager
Stefanini
For more than 20 years in the call center industry and 15 years in the IT outsourcing business, Jan Dietz has been developing and delivering training with a passionate focus on performance results. In her current position as customer experience manager for Stefanini, Jan oversees a global team of trainers and knowledge specialists. She coauthored their Global Best Business Practices for Training Development and their KCS Knowledge Management and Trainer certification program.

Session: Session 803: Successful Global Communication with Your Team and Customers

Phyllis Drucker

Senior Consultant
Linium
ITIL Expert and industry leader Phyllis Drucker is a senior business process consultant for Linium. The author of Service Management Online: Building a Successful Service Request Catalog, Phyllis has more than twenty years of experience as an ITSM practitioner, manager, and consultant. She regularly contributes to the advancement of the profession through presentations, white papers, and articles.

Session: Session 102: Dashboards 101
Session 410: What Is DX and Why Should I Care?

Troy DuMoulin

VP, Research and Development
Pink Elephant
Troy DuMoulin is a leading ITIL and IT governance authority with a rich background in executive IT management consulting. Troy is an ITIL Expert with extensive experience in leading regional and global ITSM programs. He is a frequent speaker at ITSM events and was a contributing author to multiple ITSM and Lean IT books, papers, and official ITIL publications. Troy was recently named one of the Top 25 Thought Leaders in Technical Support and Service Management by HDI.

Session: Breakfast Briefing 1: Business Focused Support: Reducing Unplanned Work & Increasing Customer Value
Session 205: ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting

Manley Feinberg

Chief Experience Officer
Vertical Lessons
Leveraging more than 20 years of IT, business, and professional speaking experience, Manley Feinberg guides professionals on the journey to lead with more impact and reach their next summit. Manley is an award-winning international speaker and IT leader, business expert, and author whose work has been featured on NBC, CBS, ABC, and Fox, and in The New York Daily News, Entrepreneur. and SupportWorld. Manley is also an HDI Business Associate and a past member of the HDI Strategic Advisory Board.

Session: Breakfast Briefing 7: From Chaos to Clarity: The 4 Zones of Peak Performance
Pre 13: Reaching Your Next Summit: 9 Vertical Lessons to Lead with Impact

Todd Gladden, CWPP

SVP, US Operations
PlanMen Consultancy, LLC
As the VP of US operations for Planmen Consultancy, LLC, Todd Gladden specializes in learning/development, workforce management operations, and contact center operational process consulting. With more than thirty-five years of experience, he possesses a wealth of knowledge in developing linkages between business strategies, workforce operational processes, and leadership skills. Todd received his MA in human resources management from the University of South Carolina; he's also a Certified Workforce Planning Professional and a Certified Senior Consulting Associate for ICMI.

Session: Session 304: Ask the Workforce Management Wizard

Willette Glenn

Senior Manager
PepsiCo
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 709: Automation: The Next Big Service Desk Initiative

Gregg Gregory

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 of experience working at all levels within corporate America, Gregg's programs create winning cultures that complement every organization's mission, vision, and values. Gregg is a Certified Speaking Professional (CSP) and past president of the National Speakers Association, Washington, DC chapter.

Session: Pre 14: MasterMinds: Problem-Solving Through Peer Collaboration
Session 306: 5 Behaviors of a Cohesive Team

Jon Griffey

Associate Director, Service Desk
Texas A&M University
Jon Griffey is a graduate of Texas A&M University Class of 2002, and now serves as an Associate Director with the University's Division of Information Technology. With over 16 years of IT experience, Jon oversees the Service Desk operations which includes Help Desk Central, the university Software Center and Computer Repair & Support services.

Session: Breakfast Briefing 2:Case Study: Texas A&M University's Sprint Towards Continual Service Improvement

Beth Haggett, LCSW, PhD

Faculty
HDI
Beth Haggett inspires transformation in areas that matter for individuals and organizations. Her vast experience as an organizational consultant, speaker, coach, trainer, and facilitator help her invoke transformation personally and professionally. With more than twenty years of experience improving relationships and assisting individuals and organizations in increased well-being and effectiveness, her coaching curriculum is considered a 'best practice' in the support industry and is licensed by several companies. Beth has a Bachelor's degree in Psychology, a Master's in Clinical Social Work, a PhD in Mind-Body Medicine and is a certified Master Personal & Executive Coach. In addition to her consulting and training she is an adjunct faculty member at Saybrook University.

Session: Pre 7: Coaching Skills for Quality Support

Mike Hanson

Director, IT Support
Optum, Inc.
Mike Hanson has many years of experience with IT leadership, having managed several different aspects of technology over the past 30 years. Today, he serves as global operations manager and leads the asset management and fulfillment teams for Optum, Inc. He has been involved with HDI for many years, as both a local chapter officer and as a past chair of the HDI Desktop Support Advisory Board.

Session: Session 301: Beyond Desktop Support: A Journey from the Deskside to Comprehensive Service

Jeremy Hart

Director of IT Professional Effectiveness
First American Corp.
Jeremy Hart is the Director of Continual Improvement at the First American Corporation. His background includes more than 15 years of hands-on experience in implementing best practices on an enterprise level. He is a passionate change agent and is frequently sought out to help identify and solve organization development challenges and to assist in the maturity of the IT organization, its effectiveness, and its business impact. For the last 5 years, Jeremy has been chartered with instituting initiatives, programs, and training classes to ensure IT personnel continue to develop the skills required to meet the ever-changing and challenging needs of the business.

Session: Session 607: Creating Your Service Strategy

Jonathan Hinkle

VP, Director of IT
First Fidelity Bank
Jonathan Hinkle is an IT professional with more than 16 years of experience in technology. Currently the VP, Director of IT operations at First Fidelity Bank, Jonathan received his MBA from the University of Oklahoma and holds certifications in Lean, ITIL, InfoSec, KCS, and Agile. Jonathan is passionate about using the principles of Lean and Agile to improve performance through service management and operational excellence.

Session: Session 805: Turbocharge Service Management Through Lean and Agile Thinking (Case Study)

Adam Hohbein

Team Leader, Group Technical Support
Ameritas – GTS
Adam Hohbein is a 17-year veteran of the IT industry, having worked his way up from the help desk to IT management. In his current role at Ameritas – GTS, he focuses on team building, employee engagement, and customer satisfaction. Adam is currently the VP of special events for the HDI Nebraska local chapter. He's also a certified HDI Support Center Team Lead and holds a certificate in ITIL Foundations.

Session: Breakfast Briefing 5: Becoming a Tech Support Concierge

Matt Hooper

ITSM Evangelist
Ivanti
From help desk to CIO, Matt Hooper has more than 20 years of experience helping organizations transform IT cultures from service-centric to customer-centric. An international speaker and educator on agile business management, leadership, technology, and customer service, Matt shares his vision for growing and sustaining business outcomes through ITSM, DevOps, and PPM agility. Matt is also a podcaster, avid blogger, and social media personality.

Session: Session 808: Bridging the Generation Gap of Business Expectations for IT

Lou Hunnebeck

Principal Advisor
DXC Fruition
An ITIL Expert with more than 30 years of experience in service industries, Lou Hunnebeck is currently Principal, in the Advisory Services team at DXC Fruition. Lou was led to ITSM from a background of process consulting, training, and service management systems consulting. She served as the author of the ITIL Service Design publication, 2011 Edition, is on the Senior Examination Panel for ITIL, and speaks regularly at industry meetings to spread the message of ITSM.

Session: Session 107: Service Leadership's 9 Guiding Principles: Modeling Success
Session 402: Outcome-Based Reporting for Processes and Projects: Remembering the Why

Melissa Jackman

Help Desk Manager
Duquesne University
Melissa Jackman has more than 20 years of experience in managing and motivating support teams in blended internal/external support environments. As help desk manager at Duquesne University, she is currently responsible for a team that supports approximately 15,000 users, and she's passionate about leadership and building and developing strong teams and individuals. Melissa currently serves as the VP of Vendor Management for the HDI Steel City local chapter, and she received her MA in leadership from Duquesne University.

Session: Session 309: Seeing the Diamond in the Rough: Hiring and Coaching for Success
Session 106: Managing an Exceptional Multigenerational Team

Donna Knapp

Curriculum Development Manager
The ITSM Academy
Donna Knapp is currently the curriculum development manager at The ITSM Academy. With more than 30 years of experience in the IT industry, Donna's extensive practical experience and love of learning show in her engaging and informative speaking style and many industry certifications. Donna is the author of The ITSM Process Design Guide, as well as two college textbooks, A Guide to Service Desk Concepts and A Guide to Customer Service Skills for Service Desk Professionals.

Session: Session 104: Flow, Feedback, and the Service Desk

Eric Krueger

Principal Consultant
StrataCom
As a principal consultant for StrataCom, Eric Krueger is one of the industry's most respected and experienced ITSM consultants. With 25 years of experience in service management and real-world experience, Eric has consulted on a range of projects, from simple, out-of-the-box implementations to highly complex, customized, truly integrated ITSM solutions. Eric presents regularly at ITSM events around the country, and his training sessions provide attendees with practical, digestible information that can be applied immediately

Session: Session 702: Service Desk Metrics Go DevOps

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 50 student workers and six full-time staff to operate A&M's central help desk. With more than 15 years of IT experience, Matt plays an integral strategic role in many of the organization's continual service improvement efforts.

Session: Breakfast Briefing 2:Case Study: Texas A&M University's Sprint Towards Continual Service Improvement

Fancy Leigh Mills

HDI Faculty
Praxis Learning & Development
Fancy Mills has twenty years of experience specializing in training, consulting, recruiting, human resources, and workforce management, focusing on the technical support and contact center industries. She has been an HDI Business Associate since 2006; in that time, she has trained and certified thousands of support professionals, managers, directors, and corporate trainers, in virtual and classroom environments. Fancy has also developed and facilitated customized curriculum, training, and consulting for Fortune 500 companies, served on the HDI International Certification Standard Committee, published articles and reports for HDI, and spoken at conferences around the world (including TEDx TAMU). She is currently pursuing her MEd in Human Resource Development, focusing on adult education, at Texas A&M University, where she was recognized as the 2016 Senior Fellow for Outstanding Service.

Pete McGarahan

Senior Director, End User Support
First American Corp.
Pete McGarahan is the senior director of end users support for First American, as well as an industry expert and thought leader in global ITSM. With 30 years of business, IT, and service leadership experience, Pete enjoys sharing his lessons learned and career experiences through published articles and by presenting at industry conferences. He has received various industry awards and honors, including the HDI 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. .

Session: Session 307: The CIO Panel
Session 210: Surveying the Customer Experience

Justin Menapace

Desktop Support Senior
Freddie Mac
Justin Menapace is a desktop support senior at Freddie Mac. In his current role, he oversees the Executive Support team, providing support for all officers and administrators, and is the strategic lead for the IT Solution Center, which provides walk-up IT services and support for employees. During his time at Freddie Mac, he has contributed to several strategic initiatives, including the deployment of new unified communications and mobile technology services. Justin received his Master's in technology management from Georgetown University.

Session: Session 501: How Walk-Up Support Can Transform the Customer Experience

Julie Mohr

Speaker & Author
Julie 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 dialog and interaction. Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.

Session: Pre 3: KCS Principles
Session 605: Mapping the Incident Management Process: Blueprint for Success
Session 206: 5 Steps to Effective, Engaging, and Authentic Leadership

Deborah Monroe

CEO
Ignite Achievements Int'l
Deborah Monroe is one of eighteen Master EQ practitioners in the world, through the Global EQ Community of 6 Seconds. She's also an associate with the Institute for Organizational Performance and an HDI business associate. Working with all levels of executive leadership, management, and individual contributors, Deborah concentrates on integrating humans and process to create a balanced working environment. Her aim is to build understanding and empathy, creating a positive bottom line through employee and customer retention.

Session: Session 610: Measuring the Quality of Desktop Support
Pre 5: HDI Support Center Team Lead
Session 406: If It Weren't for These Freakin' People!: A Deep Dive into the Pool of Relationships

Gina Montague

Manager, Support Services
Infinite Campus
Gina Montague has more than 25 years of leadership and customer service experience, 17 of those in the support industry. Gina is passionate about staff development, process improvement, and creating positive customer experiences. Currently the support services manager for Infinite Campus, a student information system (SIS) for K-12 education, Gina's leadership earned them the HDI Team Excellence Award in 2013. Gina is currently the chapter advisor of the HDI Minnesota local chapter, where she has served in various volunteer positions since 2005.

Session: Session 202: Using Customer Service Data for Continuous Improvement
Session 710: Support Culture: 50 Tips in 50 Minutes

David Moskowitz

CIO
David Moskowitz is a value-to-customer-driven professional with more than 30 years of strategic technology consulting and competitive assessment experience. David is the lead author of accredited Axelos RESILIA Practitioner and ITIL Practitioner courses. He is working on a book about DevOps and organizational change (forthcoming 2018).

Session: Session 409: DevOps 101: What the Service Desk Needs to Know

Bruce Nelson

Director, Customer Support Services
Ricoh
Bruce Nelson leads the customer support services division at Ricoh. His areas of expertise include technical support, engineering, customer support, remote monitoring, and global support. Bruce has held various positions at Ricoh over the past 25 years, including director of business development, VP of field operations, and VP of support services. With a deep expertise in developing, launching, and improving processes and procedures, Bruce has shared his vast knowledge at Oracle Open World and IQPC.

Session: CANCELLED Session 810: Driving Collaboration, Teamwork, and Employee Satisfaction with Innovative Workflow (Case Study)

Leslie O'Flahavan

Owner
Leslie O'Flahavan has delivered writing courses for support center staff, customer service agents, and social media managers, helping thousands of professionals hone their customer-focused writing skills. She helps support organizations train agents to write well in all service channels, measure the quality of their writing, and revise and maintain their entire library of canned answers. Leslie is the coauthor of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Session: Session 704: Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers?

Ryan Ogilvie

ITSM Practitioner
Inter Pipeline
Ryan Ogilvie, who was recently recognized by HDI as one of the Top 25 Thought Leaders in Technical Support and Service Management, is a service management practitioner with Inter Pipeline in Calgary. In his current role, he helps Inter Pipeline realize value by leveraging service management best practices. Aside from his own blog, Service Management Journey, he has guest blogged for TSO, AITS.org, and various ITSM vendors.

Session: Session 502: Improving Service with Right Sized Metrics
Session 103: 3 Tips to Take Your Service Desk to the Next Level

Manuel Palachuk

President and Head Coach
Manuel Palachuk International
Manuel Palachuk has more than 30 years of business, management, and training experience in the computer and electronics industries, including owning and managing successful ITSM and MSP companies. He's a well-known author in the IT consulting community for small and medium businesses, and an experienced speaker and trainer at industry conferences. Manuel's goal and passion is to take your business to the next level, and he has the blueprint to do it.

Session: Session 602: Working and Tracking Time in Real-Time
Session 503: 10 Golden Rules of Service Desk Ticketing

Stuart Rance

Service and Security Management Consultant
Optimal Service Management Ltd.
Stuart Rance is a consultant, trainer, and author with an international reputation as an expert in IT service management and information security management. He was an author for ITIL Practitioner, lead author of RESILIA: Cyber Resilience Best Practice, and author of ITIL Service Transition. Stuart is chief examiner for RESILIA, an examiner for ITIL, and an instructor for ITIL, CISSP and many other topics.

Session: Session 107: Service Leadership's 9 Guiding Principles: Modeling Success
Session 807: The Future of ITSM

Jo Ann Ream

HDI Dallas/Ft. Worth Local Chapter
Chapter Advisor
Jo Ann Ream retired in 2015 from her dream job as a help desk manager in the PepsiCo Support Center, winner of the HDI Internal Team Excellence Award in both 2008 and 2012. Jo Ann has presented at many past HDI conferences, most recently on the topic of maximizing engagement with your local professional community. She is currently a chapter advisor for the HDI Dallas/Ft. Worth local chapter; prior to this role, she was the chapter president and VP of special events.

Session: Breakfast Briefing 6: Go Local: Reap the Benefits of Your HDI Local Chapter

Miranda Reshaw

Process and Improvement Manager
Coca-Cola
Miranda Reshaw is the process improvement manager at the Coca-Cola global support center. During her tenure she's led the support transition to the Coca-Cola service desk for 200+ application deployments, upgrades, and migrations. In addition, she managed and oversaw 60+ process improvement projects and initiatives. In 2016, she was named one of "Coca-Cola's Corporate Women of Achievement" and in 2017 she became the VP of ambassadorship for Coca-Cola women's LINC.

Session: Session 508: Customer Journey Mapping: Put the Customer at the Center of Support

Roy Ritthaler

VP Product Marketing, IT Operations Management
Micro Focus


Session: Breakfast Briefing 14: Experience the Smart Service Desk, Powered by Machine Learning

Andy Rivers

Senior Advisor
Beyond20
Andy Rivers is a senior advisor at Beyond20 with more than 15 years of IT experience, mostly in higher education. Before joining the Beyond20 team, Andy was the associate CIO at the University of Tennessee. Andy received his MS in telecommunications systems management from Murray State University, and he holds a variety of IT certifications, including ITIL Expert, SAFe SPC, Certified Scrum Master, and CISSP.

Session: Pre 12: Creating a Service Catalog That Just Works

Cay Robertson

Manager, Service Desk and Access Adminstration
Tampa Electric
Cay Robertson has more than twenty-five years of experience in IT. She currently manages a top-notch service desk and access administration team (winner of the 2009 HDI Team Excellence Award) for 4,000 employees at the Tampa Electric Company. Cay is the past president of the Skyway local chapter and a former member of the HDI Desktop Support Advisory Board.

Session: Session 801: Moving Desktop to Proactive Using Self-Help and the Service Catalog

Vicki Rogers

Consultant
Vicki Rogers
Vicki Rogers is passionate about developing people, customer service, and milkshakes. Vicki is pursuing her PhD in leadership and organizational development at the University of Georgia, focusing on women in IT.

Session: Session 603: Starting from Scratch: How to Create a Brand-New Team (Case Study)
Session 509: Engaging Women in IT

Allyson Rollins

Program Manager
HDI
Allyson Rollins is Program Manager for HDI Leadership Forums. She has more than 15 years of experience as a professional facilitator and is passionate about creating an interactive and enjoyable business environment that supports learning. She has a wide range of experience, having worked in several industries from manufacturing to hospitality. Allyson has worked with all organizational levels to create, promote, and deliver solutions designed to meet the strategic needs of the organization. Prior to HDI, Allyson served at several organizations designing and delivering successful programs in development, team building, customer service, sales, and performance management. . Her strengths include facilitation, organization, and service. Allyson's professional, lighthearted approach has earned her high evaluation marks.

Session: Session 407: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)
Session 507: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

William Ross

Assistant Group Supervisor, Help Desk and Desktop Services
Johns Hopkins University
Will Ross is the Assistant Group Supervisor of help desk and desktop services for the Johns Hopkins University Applied Physics Laboratory. He has more than twenty years of IT experience, leading dynamic, high-performing teams.

Session: Breakfast Briefing 3: Be the Boss You WANT to Work For!

Justin Roux

Director of Product Marketing and Program Management
EasyVista


Session: Breakfast Briefing 9: Using Knowledge Effectively to Accelerate Self-Service ROI

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.

Session: Session 701: TECHTalk with Rae Ann and Rumburg
Pre 8: Succeeding With Metrics! Leveraging Kpis For Continuous Service Improvement
Session 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study)
Session 604: The Enterprise Service Desk: The Greatest Opportunity in a Generation!

Geoffrey Ruonavaara

Service Desk Manager
Michigan State University
Geoff Ruonavaara is an experienced, customer-focused IT leader with more than 15 years of experience in IT, the past six of which he's spent leading service desk teams. Geoff has demonstrated success using data-driven approaches to service desk improvement, while keeping the "people" part of IT in focus for the enrichment, satisfaction, and growth of customers and employees alike.

Session: Session 203: Overcoming Volume Spikes with Analysis, Preparation, and Execution

Greg Sanker

CIO
Oregon Department of Administrative Services
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 new book, IT Change Management: A Practitioner's Guide, was released in September 2017.

Session: Session 108: How to Think Like a Customer
Session 405: A Crash Course in Change Management

Judy Schnurr

Executive Business Advisor
Lewan Technology
Judy Schnurr has more than 20 years of experience providing organizational leadership and IT thought guidance throughout roles as a service provider, support center director, trainer, consultant, and public speaker. A former executive director at HDI, Judy is currently an executive business advisor for Lewan Technology and a sought-after thought leader on a variety of topics, including security, automation, and knowledge. She is an author, ITIL Expert, and ITIL instructor, and she's currently a member of the HDI Executive Forum.

Session: Session 609: Relevant and Real Security Stories That Threaten Your Company

Virginia Scuderi

Principal
Competitive Advantage
Virginia's experience encompasses nearly 20 years in computer and soft skills training, curriculum development, and computer software support. Her diverse background includes: compatibility testing, troubleshooting, and hardware and software support. Since 1993, Virginia has been associated with HDI as a primary staff instructor and consultant. During this time she has served as director of certification and curriculum development facilitating the launch of HDI's Certification program (HDA, HDSA, HDM).

Session: Pre 2a: HDI Support Center Manager

Andrea Silas

VP, Technical Support
DreamHost
As VP of Technical Support at DreamHost, a web hosting company, Andrea's main focus is providing 24/7 support through various channels including email, Live Chat, and social media. Through evolutionary restructuring, Andrea has created a Professional Services group and a Social Support team to handle an increasingly connected and technical customer base. Under her direction, DreamHost is constantly recognized for its forward thinking-approach to providing cross-channel support.

Session: Session 802: The Calm After the Storm: Taking a Disciplined Approach to Growth and Change
Session 408: Support Everywhere: Adapting Technical Support for Social Customer Care

Joshua Smith

Training Manager
Axios Systems
Joshua Smith is currently the Training Manager at Axios Systems, overseeing an omni-channel transformation in training delivery. Since beginning his career in IT Service Management, Joshua has been at the forefront of process improvement and organizational transformation. He is passionate about bringing positive change to any organization through the use of efficient ITSM practices and is well versed in leading and implementing both tools and processes across several industry verticals.

Session: Breakfast Briefing 8: Live Case Study: The Journey to the "Cloud" – More than just a Destination

James Stanger

Chief Technology Evangelist
CompTIA
James Stanger is a respected authority in security, help desk, open source, ITSM, networking, and IT certification. Over the past twenty years, he has consulted with corporations, governments, and learning institutions worldwide, including IBM, Symantec, the US Department of State, the US Department of Defense, the Scottish Qualifications Authority (SQA), and the United Arab Emirates Cultural Division. He has published dozens of books and articles concerning IT, and developed education and certification programs used around the world.

Session: Session 401: The Future of Desktop Support
Session 110: The Service Desk's Role in the Cyber Security Kill Chain

Jamie Stannard

Director, Technical Support
KaVo Kerr
A twenty-plus-year veteran of the technical support industry, Jamie Stannard is currently the senior technical support manager at KaVo Kerr. He received his MBA from Kennesaw State University; he's also achieved his Master Black Belt in TPI and a certified HDI Support Center Director with additional certifications in KCS Principles and Support Center Manager. Jamie became a member of HDI in 2000 and is currently the president of the Atlanta local chapter.

Session: Session 705: Leggo My Lego!: Learn and Apply Lean Management Like Never Before

Dian Survance

IT Coordinator, Help Desk
Advocate Health Care
Dian Survance been a support professional for the past 25 years, currently the help desk coordinator at Advocate Health Care in Oak Brook, IL. Dian is an active member of the board of the Chicagoland HDI local chapter and a repeat speaker at industry-related national conferences, including HDI. She's also HDI-certified in ITIL Foundations.

Session: Session 606: The Secrets to Successful Support: HDI Award Finalists' Panel Discussion

Jeff Toister

President
Toister Performance Solutions
Jeff Toister is a trainer, consultant, and author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Service. He has developed 17 training videos for LinkedIn Learning, and he is an ATD Certified Professional in Learning and Performance (CPLP). In 2017, Jeff was named one of the Top 25 Thought Leaders in Technical Support and Service Management by HDI.

Session: Session 310: Bad Bots Panel
Session 608: The Secrets to Analyst Engagement
Session 109: Quick Fixes for Analyst Performance Challenges

Nancy Van Elsacker Louisnord

president
TOPdesk USA
Nancy Van Elsacker Louisnord is the president of TOPdesk USA. Next to leading and building a team, she inspires service management professionals by presenting and writing articles focusing on how they can add value to the organization, specifically in the fields of shared service management, Agile, and the IT ecosystem. Nancy has 10 years of experience in the service management field and extensive experience in HR before that.

Session: Session 708: The Path to Service Excellence

Eddie Vidal

Independent Consultant
EJV Corp.
Eddie Vidal has more than 25 years of IT experience in transportation, hospitality, higher education, and healthcare. He is currently an independent consultant for EJV Corp, consulting for Memorial Healthcare System in southern Florida. He serves as president emeritus and founder of the HDI South Florida local chapter, is a member of the HDI Strategic Advisory Board, and was among the inaugural class for the HDI Hall of Fame in 2016. Eddie is also an international keynote speaker, eleven-time FUSION and HDI Conference track chair, and frequent contributor to HDI SupportWorld. A certified HDI Support Center Manager, he's also certified in ITIL v3 and OSA.

Session: Session 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study)

Jill Weber

Support Center Specialist
Northwestern Mutual
Jill Weber has been an IT service and support professional for more than 15 years. A help desk analyst and coordinator, she currently works at Northwestern Mutual on a help desk that supports more 400 employees. Jill is an active board member of Brew City HDI, where she has served as VP of programs for the past ten years.

Session: Session 606: The Secrets to Successful Support: HDI Award Finalists' Panel Discussion

Kirk Weisler

Chief Morale Officer
Team Dynamics, Inc.
Kirk Weisler is the chief morale officer at Team Dynamics. More than 25,000 leaders have sought out his advice in an effort to create a more positive and powerful workplace. Kirk has spent the last several years working with IT executives in government, educational, and private sectors to help them grow more inspirational leadership within themselves and their people.

Session: Session 510: Leaders Are Readers, Readers Are Leaders
Session 706: The Tallest Tower: Building Teams, Towers, and Trust (Two-Hour Session)
Session 806: The Tallest Tower: Building Teams, Towers, and Trust (Two-Hour Session)

Skip Weisman

The Leadership and Workplace Communication Expert
Weisman Success Resources, Inc.
Skip Weisman, a former professional baseball executive, works with business leaders to create championship performance in the workplace. Twice during Skip's 20-year professional baseball career his teams were recognized as "Organization of the Year." Skip has been speaking, coaching, and consulting on creating championship workplaces and the importance of leadership communication in creating it since 2002. He regularly speaks at PMI conferences and has spoken at FUSION, Pink Elephant, and HDI Leadership Forum events.

Session: Breakfast Briefing 4: What Great Sports Dynasties Can Teach Technical Support Leaders About Creating Championship Performance
Pre 10: 360° Communication: Influence Up, Down, and All Around

Jeff Wilkinson

Information Security Officer
Lewan Technology
Jeff Wilkinson is a leading industry expert in the world of cyber-security. Helping organizations to detect, defend, and deploy (remediate) is his expertise. With over 20 years of industry experience, including national defense as well as public and private sector, he brings an entertaining and thoughtful insight to the real-world scenarios facing each of us today. Jeff is a graduate of the US Air Force Academy (BS, computer science) and he holds numerous certifications in security (such as ISC2 CISSP). In addition, he is a respected author, lecturer, and educator.

Session: Session 609: Relevant and Real Security Stories That Threaten Your Company

Dan Wilson

Senior Director, End User Computing
Hertz Corporation
Dan Wilson is a 19-year industry veteran with experience managing and directing IT infrastructure and support organizations. He has worked in small business, higher education, and international corporations. Dan received his MBA from the University of Michigan, and he's a proud husband, father, coach, volunteer, and Ironman triathlete.

Session: Session 407: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)
Session 507: Managing and Sourcing Strategic Vendor Relationships Roundtable (Two-Hour Session)

Jason Wischer

Founder
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 506: The Language of Listening: Drive Results and Employee Engagement

Jeremy York

Senior Support Services Analyst
Turner Construction
Jeremy York is a Senior Support Services Analyst at Turner Construction, as well as the lead analyst for the company's current ITSM solution. He has been in the Support Services group at Turner Construction for 10 years. Prior to Turner, he worked on the technical support team for Texas Instruments. He is a graduate of Midwestern State University, with a degree in Information Systems & Business Administration.

Session: Breakfast Briefing 8: Live Case Study: The Journey to the "Cloud" – More than just a Destination

Michael Zastudil

Director, Help Desk Services
Blackboard
Michael Zastudil has more than 15 years of experience in service desk management. Over the past seven years, he has led the Blackboard help desk services team and has demonstrated experience in applying service management best practices to provide effective solutions for Blackboard's help desk customers.

Session: Session 703: Outsourcing for Success: A Best Practices Blueprint

Pete Zeinoun

Director of Products, Remote Support
LogMeIn
Peter Zeinoun is the Director of Products for LogMeIn's remote support solutions, Rescue and GoToAssist, part of LogMeIn's Customer engagement and Support business unit. He is responsible for shaping the vision, product strategy, messaging and overall direction of LogMeIn's remote support tools, which focuses on providing technicians with an elegant, reliable, cloud-based application for delivering world-class customer service and remote support. Prior to LogMeIn, Peter managed and designed various enterprise level e-discovery products for Recommind, Inc. Peter holds a B.A. in Computer Science and an M.B.A. from Boston College as well as a Masters in Information Systems Management from Carnegie Mellon University.

Session: Breakfast Briefing 10: It Shouldn't be This Hard! Providing Better Support With Less Resources