HDI Roadmap – Building Yourself One Brick at a Time
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HDI, I first heard that word eight years ago. What does that stand for? Highly Developed Individuals? At that time I was your typical IT professional doing my job and unaware of the IT community that existed outside my world. I was worried about myself and had no idea how serving others, volunteering and sharing success and failure would change my life. Attending my first HDI conference and becoming an HDI Local Chapter Officer started a journey that has taken me around the world meeting hundreds of dedicated engaged IT professionals. This journey has made me uncomfortable, scared, frighten, excited, happy and so many other feelings which are hard to describe. Learn how by saying YES, you can learn about sharing experiences, knowledge and relationships to grow your career and along the way learn how working together we are better.
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HDI Roadmap – Building Yourself One Brick at a Time
- 1. HDI Roadmap – Building Yourself One Brick at a Time Eddie Vidal @eddievidal
- 2. Family 2
- 3. @eddievidal
- 5. Starting your Diet • Born: October 2008 • Weight: 10 Officers on the Board of Directors • Height: Bi-weekly Conference Calls • Birth Certificate: Chapter Bylaws
- 6. Goals for Starting your Chapter Financial • Increase Memberships • Increase Partners/Sponsors • Increase Revenue • Increase Financial Surplus Customers • Share Experiences • Share Knowledge • Share Relationships Results • Achieve top 3 point total in National Circle of Excellence • Recognized as the premier local IT user group in South Florida
- 8. Baby Steps • Target Audience • Ask for help • Hire the right people • Monkey see, Monkey do (steal from others) • Together We’re Better! @eddievidal
- 9. Marketing Flyer • Provided in different flavors • Benefits of HDI National • Benefit of local chapter and why you should join HDI • Mission or vision statement • 30 second elevator pitch for members and/or vendors • Links back to your website • Contact info for membership and/or officers – One page or tri-fold – Design of flyer bright, colorful and enticing the individual to want to read it – Quality of paper is important too, unless going GREEN
- 10. MarketingFlyer
- 11. Metrics Stops the Hearsay and Those Who Scream the Loudest
- 12. Event Summary The HDI South Florida event summary for the 4 events held during the year, the chart shows event RSVP's versus Attendance
- 13. HDI SoFla – Users Data Growth
- 14. 30 Second Pitch • Answer questions • Who are you? • What are you trying to do? • What value do you add? • Each board member able to state the pitch • Believe in what you are stating • State it with enthusiasm • Place it on your web sites, marketing materials, etc @eddievidal
- 15. 30 Second Pitch HDI of South Florida is a young and lively community of IT Service and Support professionals, focusing on sharing knowledge, experiences and relationships. Our meetings are held quarterly in the Miami-Dade county area. Currently we have in excess of 100 members representing greater than 50 top South Florida companies across different industries. Join us and be part of the fun, exchange ideas and grow together in this young exhilarating community.
- 16. My local Chapter provides the following value? 1. Experiences 2. Knowledge 3. Relationships @eddievidal
- 18. How often do you motivate your team? People often say that motivation doesn’t last. Well neither does bathing – that’s why we recommend it daily. – Zig Ziglar Teamwork
- 19. Teamwork Think of your team as puzzle pieces that can be placed together in a variety of ways Eight LEGO bricks 4 x 2 can be combined in how many ways?
- 20. Lencioni Model for Team Effectiveness Inattention to Results Avoidance of Accountability Lack of Commitment Fear of Conflict Absence of Trust 21
- 22. Celebrate Teamwork • Make it fun • Realize we are all volunteers but you are still required to deliver • Run chapter like a business • Communicate like it’s your own company! @eddievidal
- 23. Recognition • How well do you know your board members? • Family, kids, names • Hobbies • Values • Birthdays • Recognition Publicly or Privately • Career Goals, cover for you when out?
- 24. Do you know your team?
- 25. YOUR NAME HERE Nickname: Job Title: Hometown: Where I went to School: Birth Day: Kids: Pets: My First Job: Favorite Movie: Favorite Song or Band: Favorite thing to do on the Weekends: Favorite place to visit: Something People May Not Know About Me: 26
- 26. Engagement • American workers are “not engaged” (52%) • Actively disengaged (18%) • Emotionally disconnected • Less likely to be productive • Cost the U.S. between $450 billion to $550 billion each year in lost productivity • More likely to steal from their companies, negatively influence their coworkers, miss workdays, and drive customers away Source: Gallup @eddievidal
- 27. Engagement • More effective • Fewer accidents • Fewer quality defects • Obtain more customers • Call in sick less • Reduce healthcare costs Source: Gallup @eddievidal
- 28. Gallup’s Q 1. I know what is expected of me at work. 2. I have the materials and equipment I need to do my work right. 3. At work, I have the opportunity to do what I do best every day. 4. In the last seven days, I have received recognition or praise for doing good work. 5. My supervisor, or someone at work seems to care about me as a person. 6. There is someone at work who encourages my development. 12
- 29. Gallup’s Q 7. At work, my opinions seem to count. 8. The mission or purpose of my company makes me feel my job is important. 9. My associates or fellow employees are committed to doing quality work. 10. I have a best friend at work. 11. In the last six months someone at work has talked to me about my progress. 12. This last year, I have opportunities at work to learn and grow. 12
- 32. Key selection criteria: • Customer Service • Team commitment and value • Knowledge sharing • Leadership • Technical aptitude and knowledge
- 33. Quotes • CLONE HIM! • His attitude? Contagiously positive! • Top Dog • Tough calls, Tough customers he handles like a new born • A treasure and resource for success • Legendary • Not a single unplanned absence in 3.5 years • When I call Service Desk I hope______ answers the phone • Johnny-on-the-spot @eddievidal
- 34. Appreciation
- 35. Building Yourself One Brick at a Time @eddievidal
- 37. Reach for the top!
- 39. Find a Mentor Early in Your Career @eddievidal
- 40. “Failure provides you with a great opportunity to decide how much you really want something. Will you give up? Or will you dig deeper, commit more, work harder, learn, and get better? If you know this is what you truly want, you will be willing to pay the price that success requires. You will be willing to fail again and again in order to succeed.” The Carpenter - A Story About the Greatest Success Strategies of All - Jon Gordon
- 42. Professional Development Not 9 to 5 @eddievidal
- 43. Define – Measure - Improve CSI Model 45@eddievidal
- 44. Give Back…Pay It Forward
- 45. 47
- 47. @eddievidal
- 48. Eddie Vidal • HDI Hall of Fame – Class of 2016 • HDI & Fusion Track Chair & Speaker • HDI Strategic Advisory Board • Founder of South Florida HDI Local Chapter • Published in Support World Magazine & HDI Connect • itSMF Monthly Podcast Producer • 2014 itSMF President’s Award Managing Director – EJV Corp eddie_vidal@yahoo.com @eddievidal http://www.linkedin.com/in/eddievidal
- 49. Eddie Vidal | 305-439-9240 | eddie_vidal@yahoo.com | @eddievidal51
Editor's Notes
- HDI Roadmap – Building Yourself One Brick at a Time
- Set expectations for our family and kids Young kids expectations Please, Thank you Teenagers Participate in the family outings/dinner No phones at dinner Be respectful of adults Make smart choices School work, report card, grades
- What we do versus how we do it 5 key things to communicate How we did things Communication Marketing Membership Database
- Hire the right people ask for resumes what value can they provide
- Metrics stop the hearsay and those who scream the loudest. At one of my previous organizations I started sharing some metrics regarding our service levels. I made the data available to everyone but no one ever took the time to dig deep and determine how we were really doing. My findings were very interesting and it showed which areas were performing and those that needed improvement. People who were "squeaky wheels" didn’t believe the numbers at first, but soon realized they needed to change their approach or get left behind. Use the data available before making assumptions and use it to improve your areas. In an immature or small organizations, there are individuals who have been around for a LONG time and have always gotten their way or did things their way In past organizations they would criticize our team. I always ask, provide me an example. Their feedback and comments were generalizations. When I asked for specifics I wouldn’t receive anything. Then I started publishing metrics and those same individuals would question the numbers and ask where I got them from? Seriously? Once the numbers came out, those shouting their criticisms were now all of a sudden quiet. Even today when I hear complaints about our team I ask, Do you have an incident number? User Name? When and what time did they call? Give me specifics Why? So I can coach my team members. Help eliminate mistakes, show the team a new process or correct behaviors This also works in reverse, sometimes my team comes to me and states, XYZ team is not working with us. I ask them the same questions and request specifics Examples – project rollouts for Outlook to students. We are getting killed with calls? Really, 30,000 students, let’s look at the number of incidents, 15. REALLY? In our organization, we can slow down project roll outs from past projects which impact on our call volume. We’ve been able to obtain casual workers for project roll outs. I use feedback from other to coach our team members. All calls are recorded so we can hear what really happened
- Wal-Mart – Save Money, Live Better Starbucks - To inspire and nurture the human spirit— one person, one cup, and one neighborhood at a time. Target - Expect More, Pay Less McDonald's - I'm Loving It Nike – Just Do IT
- It’s important to know what value your chapter provides. We can ask the audience the question and see how many officers would know by a show of hands. Then we can ask an officer who raised their hand, share with me with ONE word, what value your chapter provides? Ask two or 3 officers in attendance and obtain their response. You can do the asking and I’ll share the answers on this slide since this is the South Florida Value.
- Eight LEGO bricks 4 x 2 can be combined in how many ways? 915,103,765 Page 27 – Building a Better Business Using the LEGO Serious Play Method by Per Kristiansen and Robert Rasmussen
- Another way to understand this model is to take the opposite approach, a positive one: Members of truly cohesive teams possess the following characteristics: They trust one another They engage in unfiltered conflict around ideas They commit to decisions and plans of action They hold one another accountable for delivering against those plans. They focus on the achievement of collective results.
- Source: Gallup: State of the American Workplace – Employee Engagement Insights for US Business Leaders http://www.gallup.com/strategicconsulting/163007/state-american-workplace.aspx
- Source: Gallup: State of the American Workplace – Employee Engagement Insights for US Business Leaders
- http://www.itsmfusa.org/?page=awards
- http://www.ted.com/talks/lang/en/dan_pink_on_motivation.html
- It's OK to fail. Learn more from your mistakes than your successes, . During every interview I conduct there is one question I ask potential candidates, “Tell me the biggest mistake you made in your professional career, but more importantly, what did you learn from it?” This shows me the kind of risks a person is willing to take. Hopefully you work in a trusting environment where you can take risks and also fail. Failure makes us stronger and creates learning opportunities. Don’t be afraid to take the risks. What’s the biggest mistake you have made in your professional career? More importantly, what did you learn from it? This is a question I ask during every interview. This is a similar question you can ask your teenager or young adult. Share with me the last mistake you made? If the answer is none, then that’s a different story I also want to share with you a little later. We have all made mistakes, if not, you are not learning and taking risks. Mistakes help us learn and move our careers forward. Risks must be calculated, research and thought out done right will help you become more successful. During the interview process when they can’t answer the mistake question I start to think why? I also lean towards not hiring them. Yes, one question can make a difference. I look at this as an opportunity to answer a question about how you changed and hopefully became a better worker. Here was your chance to provide a new strength that has helped your career. Getting back to teenagers or young adults, these type of individuals are not ready to be coached and learn from others. Potentially they are not ready or humble enough to admit their imperfections and be accepting of feedback and criticism from others.
- Is this what HDI is all about? This is Chicagoland’s annual member outing and vendor fair.
- Find a mentor early in your career. It’s important to surround yourself with smart people. If you are lucky enough to find someone like this, grab them and don’t let go! Find ways to learn and absorb this person’s experience. Offer to go to breakfast or lunch. Don’t place all the responsibilities on the mentor. Determine your goals and see how your mentor can help you reach them. Start with a question to the attendees Who here does NOT have a mentor?.....if not, What are you waiting for? If you don’t feel you need a mentor because you are a veteran in the industry, think again, you do need one. If not, who are you mentoring? Who are you sharing your knowledge with? I didn’t have a mentor for such a long time. Thought I could do it all by myself, little did I know. Mentors don’t always have to be older than you. I am not here today if it wasn’t for having a mentor. It’s made me a better person When I write I reach out to peers and mentors to help me edit the article When speaking I share my slidedecks in advance and ask for feedback. When I first started presenting at conference I found people who I trust and asked for constructive and HONEST feedback. The last think I want to hear is you did a good job. I’ve learned from another mentor if I hear that phrase I asked them specifically what was so good about it, what did you get from the presentation. I also film myself and watch the video to learn more about my delivery Podcasts and webinars, I ask for feedback and I also listen to the recording to determine if there are any areas for improvement. This is no different than athletes watching video of themselves Still struggling with finding a mentor at work but have found plenty with HDI and itSMF A few of my mentors have been Albert Noa, Ish Pimienta, Darien Chimoff, Tony Di Perna, Rae Ann Bruno, Manley Fienberg, Julie Montgomery and Doug Tedder. What an all start cast to have around and be able to pick up the phone and ask for guidance and feedback. I’m sure I missed naming some mentors. It’s similar to all Oscar winners who forget to name someone in their acceptance speech. There is one that I’ll never forget and she goes by the hashtag #myLuli Once you’ve had the experience of learning from a mentor it’s time for you to do the same. ITS BETTER TO GIVE THAN RECEIVE Now that I’m older and wiser, its time to give back! In my current position at the U, I provide guidance to my own team members by providing career advice, doing mock interview and reviewing their resumes. At first there was this look of confusion when I offered to do these things. They probably thought I was like I’m trying to rid of them. If that’s what they were thinking where do you think the TRUST factor was? Nothing feels better than seeing someone succeed that you felt you had a art in helping them grow and reach their goals. At HDI, I’ve helped build local chapters from the ground up and have shared my experiences and knowledge. I’m now part of the dream team for all the success we had in South Florida. In addition, I’ve been fortunate enough to be a track chair for the last several years for both Fusion and HDI. This has allowed me to help people reach one of their goals of speaking a conference.
- Walt Disney was fired from the Kansas City Star because his editor felt he "lacked imagination and had no good ideas." Oprah Winfrey was publicly fired from her first television job as an anchor in Baltimore for getting "too emotionally invested in her stories." Steven Spielberg was rejected by the University of Southern California School of Cinematic Arts multiple times.
- Professional development is not between the hours of 9 to 5. My team members sometimes ask, "When do we have time to develop ourselves when you don’t give us any time?" If you are in an organization which allows you time during the day to develop yourself, be very thankful! Even if you are, though, that’s not enough time if you want to grow and be successful. I’m writing this blog on a Sunday afternoon. Not until I started spending my own time to learn, did I really take the next step in my career. This goes back to lesson number 3 - love what you do. If you are reading and learning about something you enjoy, you will improve. Many times I’ve been relaxing on the beach reading or writing my next presentation. Invest in yourself and make the sacrifices to learn as much as you can; it will pay off. Consider yourself lucky if your organization allows you to develop yourself professional during working hours. How many of you have emails to answer and work to do during this conference? Who covers for you when you are gone? - If you went to college a different route like I did and was working full time, when did you go to class and study? When you prepare for a presentation like this, when do you work on it? When you grow your career and earn certifications, when do you do it? When you network and learn from others, participate in professional organizations, when? If not, why? How do you make it to the next level? Hard work? Not much is worth that is given, it’s earned!
- Bonus/Extra Credit: Give back, pay it forward. It’s better to give than to receive. I enjoy giving back and mentoring individuals. I feel my career has gone to another level by sharing my experiences, knowledge and cultivating relationships. It feels great when someone asks you for help and you have the ability to make a difference. I’ve learned to say yes to volunteer opportunities and learned to go beyond my comfort zone. It’s humbling to be asked to speak at conferences, write blogs and give back to the IT industry. Paying it forward does not mean it’s all work related. Share your time with family, your faith based practices and the things you love, in my case, sports. Take the time to pay it forward. I mentioned before, it’s better to give then receive. It’s important to help those around you become better.
- Take education seriously. It’s OK to play, but work and study hard. Don't take 20 years to finish college, like I did. I graduated with a degree in MIS at the age of 40 and regret not applying myself sooner. If I had worked harder at a younger age, a lot more opportunities would have been available during my career. I never took education seriously in my youth. I was moving along in my career. Making money an deciding to drop out of school Heck, the internet and technology was blowing up. Why bother with school. Cruising along moving from company to company every 5 years and then BOOM! What do you think happened? I was LAID OFF! Married with 3 kids, ages 8,7 and 5 years old. I started looking for work and talking with people and the one question I heard repeatedly…”Do you have a degree? Where is it? Why not? I didn’t have a good answer. Certifications, are you technical? Enough to do some damage. Even though that was a joke, at this time in my life it wasn’t time to joke around. What happens next? No interview of job offers for 6 months. I called everyone in my contact list. This was before Facebook, LinkedIn and social media What did I do during this time to make money and put food on the table? I delivered Yellow Pages and visited 84 Winn-Dixie Supermarkets working on a project for a friend. First interview and job offer was at FIU for 50% less than what I was making. FIU will hire you but with one stipulation….GET A DEGREE! ---------------------- During the presentation we now come full circle to the end….This same slide will go at the end and the following will be said If I lost my job today what would happened? Can anyone predict the future? No but you can place yourself in a better position if you take education seriously. Today I have a degree and certifications Today I volunteer and network with peers in my industry I do more speaking at conferences, webinars, podcast and presentations. I have started to write more too. There’s more…How do I take it to the next level? Master degree, why not? I work at the U Write more…how about a book or start with blogs Earn more certifications, ITIL Expert, ITSM certs This is how I feel I can take it to the next level and put myself in position to be ready when the next BOOM happens
- Eddie Vidal Managing Director – EJV Corp Eddie Vidal has over twenty years’ experience in information technology, where he focuses primarily on service delivery and support for IT infrastructures. In his current position as the manager of enterprise support services for the information technology department at the University of Miami, Eddie supports over 35,000 faculty, staff, and students. In addition to higher education, Eddie’s experience includes the hospitality and travel industries. Eddie currently serves as the president of the HDI South Florida local chapter and a member of the HDI Desktop Support Advisory Board (DSAB). He has spoken at local, regional, and national events and has been published in HDI's SupportWorld magazine.