HDI Capital Area Awards 2019

HDI Capital
Area Presents:
Annual Awards
& Team Building
Luncheon
December 5, 2019 | 10:30 AM – 3:30 PM
Martin’s Crosswinds | Greenbelt, Maryland
www.hdicapitalarea.com

Thank You 2019 Sponsors!
PLATINUM
MIL Corporation
SILVER
DriveSavers
Cherwell
BRONZE
HumanTouch
Robert Half Technology
GOLD
Ontrack

Special Thank You
to our Drink Ticket Sponsor
Ontrack

Monica Morrison, President
Bill Liberti, President Emeritus
Christie Shell, VP Membership
Erica Hanna, VP Finance
NJ Robinson, VP Sponsorship
Dale Wells, VP Communications
LaTonya Morgan, VP Programs
Cecil Spence, Secretary
Sandy Seroskie, Chapter Advisor
Virginia Scuderi, Leadership Council
HDI Capital
Area Officers

Our Mission
and Vision
Mission
HDI Capital Area’s mission is to advance the IT service
management industry through informative educational events and
networking opportunities. We strive to provide relevant, cutting-edge
educational events that offer you a unique opportunity to learn from
industry experts and network with a dynamic group of service and
support and IT service management industry leaders in the
Maryland, Northern Virginia and Washington, DC area.
We’re here to help you Learn. Grow. Achieve
Vision
Our vision is to be the premiere organization in the DC Metro area
that service and support and IT service management professionals
come to receive up-to-date industry information through our
educational and networking events, as well as our local chapter
online resources.
We want to enable every industry professional in the DC Metro area
to Learn. Grow. Achieve

Check out our new Website…

HDI Local Chapter
Membership
Come and be part of a community of IT
service and support professionals dedicated
to advancing the IT service management
industry through informative educational
events and networking opportunities. We offer
you a unique opportunity to learn from and
network with a dynamic group of technical
customer service and support and IT service
management industry leaders in the Maryland,
Northern Virginia and Washington, DC area.
Join the HDI Capital Area local chapter, where
you can Learn. Grow. Achieve
Learn. Grow. Achieve

Hear what our members are saying…
Join us at HDILocalChapters.org!

Learn. Grow. Achieve

HDI Local Chapter Membership Benefits
Join us at HDILocalChapters.org!

What’s Hot at HDI: Events!
Upcoming HDI Conferences
Register at
https://www.thinkhdi.com/events/support
world
– Paid Local Chapter Members receive a
$150 discount! Contact your local
chapter for the registration code.
Support World Live
April 19-24, 2020
Las Vegas, NV – MGM Grand
1 2 Register at
https://www.smworld.com/
– Paid Local Chapter Members receive a
$150 discount! Contact your local
chapter for the registration code.
Service Management World
November 15-19, 2020
Orlando, FL – Omni
ChampionsGate
Non-Member Code: LCDC

What’s Hot at HDI: Training!
• Start the year out by investing in you and your team!
• Visit ThinkHDI.com to view HDI’s current training
schedule
• Current HDI Members receive a $100 discount on
public, virtual training, and pre-conference training
• Paid HDI Local Chapter Members receive a 5%
discount on all registration-based training
• The local chapter for these paid members receives
$50 for every public, virtual or pre-conference
registrant and $25 for every online training registrant
• Be sure to use your local chapter code! LCDC

• Support Center Analyst (SCA) and Customer Service
Representative (CSR): Update Now Live!
• NEW – Desktop & Advanced Support Technician: Completely
updated to focus on the emerging/transitioning role of desktop
and advanced tiers/levels.
• Technical Support Professional: NEW & Adding Certification:
Advanced Trouble Shooting and Problem Solving: Q2 Release
• Service Management Portfolio: Added Service
Management Optimization (SMO) Course, Incident,
Change, Service Level, ITIL 4 – Plus Consulting!
• Coaching Course: Updated Coaching Course coming soon
What’s Hot at HDI:
New Courses & Capabilities
• Support Center Strategy: Updated Course coming soon
• Director/Manager/Team Lead Courses: Undergoing revisions
in 2019

What’s Hot at HDI: Webinars!
Upcoming HDI Webinars
• Tuesday, December 10, 2019 • 1:00pm–2:00 pm ET
– Knowledge Management, Enterprise Service Management, and the Customer Journey
Speakers: Hannah Price, Roy Atkinson

HDI Capital Area 2020 Events
Dr. Alma Miller Ric Mims Networking Event Drew Jaehnig
The Invisible Maze: The
Unwritten Rules of Working in
Teams
ITSM Frameworks: Your
Choices, Risks and Benefits
Career Rehab ITIL 4 – the 4th Industrial
Revolution and Intelligent
Process Automation
February 21, 2020 March 20, 2020 April 2020 May 15, 2020
Summer Event N.J Robinson Leadership Conference End of Year Event
Spirit of Washington
Teambuilding and Networking
Cruise
Translating Geek-Speak to
Business Language: How to Get
What you Want
Elevating the Customer
Experience
Annual Awards and
Teambuilding Luncheon
June 19, 2020 July 17, 2020 October 16, 2020 December 2020

Save the Date!
February 21, 2020 | 12:00 – 2:00 pm
Beyond 20 | Washington, DC
The Invisible Maze: The
Unwritten Rules of
Working in Teams
Fe brua ry 2 1 , 2 0 2 0
Dr. Alma Miller

10:30 AM to 11:00 AM – Registration, Networking, & Hors d
‘Oeuvres
11:00 AM to 12:00 PM – Welcome, Lunch Served
12:00 PM to 12:45 PM – Candidate Introductions
12:45 PM to 1:00 PM – Break
1:00 PM to 2:00 PM – Keynote – Theresa Proctor
2:00 PM to 2:15 PM – Break, Dessert and Coffee Served
2:15 PM to 3:00 PM – Candidate Introductions
3:00 PM to 3:15 PM – Analyst & Desktop Technician of the Year
Winners Announced
3:15 PM to 3:30 PM – Closing Remarks and Prize Drawing*
*Must be present to win*
Today’s
Agenda
LEA R N MO R E

The HOPE Project
The H.O.P.E. Project is an information technology ("I.T.") training program
dedicated to providing technical training and development for young adults.
Our I.T. training program is designed to prepare students for entry-level
positions as Helpdesk and Application Support Professionals.
The H.O.P.E. Project mission is to empower young adults to reach their
potential by providing a comprehensive information technology training
program, designed for students out of high school and at least 18 years old.
The H.O.P.E. Project offers these services in a diverse and caring
environment. We are helping many, one by one through dynamic
programming, responsive to the needs of our communities. The H.O.P.E.
Project is committed to helping young adults in our communities regain hope
by offering important career and I.T. training.

2018 Capital
Area
Desktop &
Analyst Winners
Jim Manalo and
Allison Sowden

Jim Manalo
“I like being a desktop technician for the face to face interaction with users
and the satisfaction of solving a problem. I enjoy being on a great team,
sharing each other knowledge learning from one another. I always looks
forward to the new challenges.”
2018 HDI Capital Area Desktop Winner
LEA R N MO R E

Allison Sowden began her career in IT in January 2018 after spending 10
years in the medical industry in the billing and administration departments.
Within her first year as a Tier One technician, Allison was nominated for the
HDI Analyst of the Year award and was the winner for the Capitol Area. She
was the first technician at her service desk to win the award in the 7 years of
their participation. Allison moved onto winning the Region three HDI Analyst
of the year award and ultimately winning the whole competition at the
National Level held at HDI's yearly conference. Allison is the first government
contractor, first technician in CACI and first representative of the Capitol
region to win this award. She now shares her talents with her service desk as
their Technical Trainer and devotes her workday to creating technicians as
positive and customer focused as herself. Allison’s performance and
continued positive contribution to her service desk got her recognized by the
Executive Vice President of her division and was selected to provide support
to another service desk in Germany. Allison spent the month of October and
is spending the month of December assisting this service desk to be the best
they can be. She still in her spare time rides her horse Wesley and competes
locally on the USEA Eventing circuit.
2018 HDI Capital Area Analyst Winner & 2019 Global Winner
LEA R N MO R E

Monica Morrison shared, “From my first HDI local chapter meeting to the
present, what I’ve received from my local chapter membership is not just the
added knowledge and skills to do my job better, but the knowledge and skills
to be a superstar! The local chapter events offer a wealth of information that
is invaluable, especially when you can’t attend the national conferences. In
addition to my added job knowledge, the networking opportunities are
endless! What better place to find other managers, directors and above in
your industry that you can network with for ideas, career opportunities, etc.
And then there’s the volunteer aspect – working with a group of ITSM
professionals that are truly passionate about learning, teaching, networking
and having fun all at the same time! There aren’t enough words to describe
what volunteering for the local chapter has given back to me. It has enabled
me to hone every skill imaginable from public speaking, to project
management, to sales and marketing, to event planning, time management,
etc. Even more than the skills, it’s being part of a nationwide network, which
is really a tight-knit, cohesive family. You may be a part of one chapter, but
that chapter is interconnected with chapters all over the country. As I said
earlier, the networking possibilities are endless. I love being a part of this
community!”
2018 Officer of the Year & 2019 Global Winner
LEA R N MO R E

When we asked Bill Liberti about his passion for HDI, he shared why he has
been with HDI for almost 25 years, he said "I have always felt at home with
my HDI “family”, at the national, regional and local levels. HDI is a network of
collaborative, friendly and supportive professionals who are passionate about
what they do. The strength of HDI is less about the organization and more
about the vast network of people that make it up.
In the past 8 years, I have been focused on HDI at the local chapter level. I
work with a volunteer team that pitches in to do whatever is needed to make
an event or presentation the very best it can be for our members and guests.
I have enjoyed giving back to the HDI community by developing and
supporting others to be successful in their careers and as HDI members.
Throughout my long career in the service and support industry, HDI has
always been a perfect fit for me. I have developed deep and long-lasting
relationships; I am proud to call so many people a vital part of my HDI
“family”. I look forward to collaborating with my HDI colleagues for many
years to come!”
HDI Capital Area Officers are proud to name Bill Liberti as our Officer of the
Year!
2019 Capital Area Officer of the Year
LEA R N MO R E

2019 Awards Judges

Kristin Ekanger
Kristin is passionate about customer service and has been in the IT service
and support industry for more than 18 years. She has managed service
desks, service delivery, and customer support for several non-profits in the
DC area including The Brookings Institution, American Bankers Association,
and Chemonics International. As a member of HDI since 2000, she first
became involved with the Capital Area chapter as a judge for the Analyst of
Year awards. She continues to judge every year and has served on the
chapter’s Board of Directors as a member of the Leadership Council,
Secretary, and the Vice President of Finance.
2019 Judge
LEA R N MO R E

Paulette Foxx-Dawodu
Paulette joined Prince George’s Community College on May 13th, 2019 as
the Senior Director, Technology Client Support Services supporting
Enterprise Technology. She has 20+ years of experience in computer and
information technology management and strategic planning. For more than
23 years, Paulette served multiple leadership roles including deputy director
of information technology at the American Federation of Teachers (AFT) in
Washington, D.C., where she earned several awards for service excellence.
She has successfully managed, developed, planned, and implemented
projects to assist in bringing end-users into the information technology age.
Her work experience enabled her to support innovative policies and
engagement models working with a diverse group of people. As a part of her
professional career, she spent over 10 years as a board member (Vice
President of Communications) of the HDI Capital Area Local Chapter where
its overall mission is to facilitate IT professional development and to foster
organizational success. She is also a Veteran, community activist and an
advocate for students with disabilities.
Paulette earned a M.A. in Organizational Communication from Howard
University, a B.A. in Mass Communications from Towson University, and is a
proud alumni of Prince George’s Community College!
2019 Judge
LEA R N MO R E

Virginia Scuderi
Virginia has been an HDI faculty member since 1993. During this time, she
contributed to the launch of the certification program as Certification Director
in 1999 and re-launched the HDI Capital Area Local Chapter in 2003, serving
as president for four years and Northeast Regional Director for two. She
continues to support the local chapter when possible and continues to teach
Support Center and ITIL certification courses as an HDI faculty member and
independent contractor. Virginia serves on the chapter’s leadership council
and is a longtime awards judge.
2019 Judge
LEA R N MO R E

John Sprague
John Sprague is the Acting Associate Chief Information Officer for the
Technology, Data and Innovation Division in the Office of the Chief
Information Officer at NASA Headquarters in Washington, DC. He has a
Master’s Degree in Computer Resource and Information Management; a
Bachelor’s in Industrial Technology Engineering and is a retired Air Force
Officer where he was deployed after 9/11 to support European operations,
and for 6 months in the Kingdom of Bahrain with visits to Egypt and Kuwait
and a deployment to Kosovo/Macedonia. He develops new technology
infusion, data science and digital innovation projects/prototypes, using
assessments and best practices affecting over 60,000 scientists,
researchers, and University partners. Previously he was the NASA
Enterprise Application and the End User Service Executive. He has run
helpdesks at Department of Defense (Office of the Secretary of Defense,
DISA’s Joint Staff Support Center, Army’s IT Agency) and FBI, and set up
Homeland Security’s helpdesk and NASA’s Enterprise Service Desk. John is
a Fellow of the American Council for Technology/Industry Advisory Council,
the Federal Executive Institute, a board member of Government IT Executive
Council (GITEC) and an occasional host, speaker and regional awards judge
for the Help Desk Institute (HDI). John is also an Adjunct Professor at
Webster University, teaching Masters Cybersecurity Courses at Joint Base
Anacostia-Bolling and Ft Belvoir.
2019 Judge
LEA R N MO R E

Robert Stanley
Robert Stanley has been a Help Desk Manager for the over 12 years and
worked with his previous employer for 22 years. In 2005, he won HDI Capital
Area Analyst of the Year and volunteered on HDI Capital Area’s Board of
Directors as VP of Membership. Robert is currently employed with TCG as a
JEFS Application Support Lead with the Federal Government.
2019 Judge
LEA R N MO R E

Meet our Award Nominees
Awards Nominees

2019 Best Service and Support Analyst Nominees
Joseph Barbour, CACI - Nominated by: Zachary Reese
Matt Billings, Loudoun County Government - Nominated by: Christopher Heyer
Maria Da Silva, HCL/World Bank Group - Nominated by: LaTasha Lee
Billy Dyer, The MITRE Corporation - Nominated by: Anson Barney
Sherrie Franklin, Allegis Group - Nominated by: Kyonna Armstead
Dante Harris, HumanTouch, LLC - Nominated by: Lynette Collier
Henry Ho, Community IT Innovators - Nominated by: Jose Antonio Peña Rosales
Barry Johnson, HCL/World Bank Group - Nominated by: LaTasha Lee
Daniel Marshall, University of Maryland Medical System - Nominated by: Derrick Brown
Daniel Martinez Pascual, Community IT Innovators - Nominated by: Jose Antonio Peña Rosales
Abdul Mirza, Navy Federal Credit Union - Nominated by: Spencer Berkebile
TJ (Olusegun) Ogunkile, HumanTouch,LLC - Nominated by: Marc Smith
Mark Preuss, The MITRE Corporation - Nominated by: Anson Barney
Moe Shimada, The MIL Corporation - Nominated by: Tyler Russell
Erika Velasquez, HumanTouch, LLC - Nominated by: Lynette Collier
Bryan Walker, CACI - Nominated by: Melvin Braswell
Congratulations Nominees & Thank you Nominators
2019 Best Service and Support Technician Nominees
Cody Adkins, Loudoun County Government - Nominated by: Christopher Heyer
Sandra Frazier, HumanTouch, LLC - Nominated by: Marc Smith
Gary Gay, National Air & Space Intelligence Center (NASIC) - Nominated by: MSgt Rocky Portell
Charles Hall, CACI - Nominated by: Allison Sowden
Meldavid Manela, Johns Hopkins University Applied Physics Laboratory – Nominated by: Darryl Jacoby and
DeAndrea Norris
Phillip Oha, Loudoun County Government - Nominated by: Christopher Heyer
Blythe Wilson, CACI - Nominated by: Allison Sowden
Adryan Wright, The MIL Corporation - Nominated by: Tyler Russell

Joseph Barbour, CACI
Joseph Barbour is the quintessential Service Desk Technician and provides
the absolute upmost customer support that you could ask for in any
employee. It is for this reason that I am extremely proud to nominate him for
Analyst of the Year! I can count on Joseph to be on time and have a ready to
work attitude every single day! This year to date, he has not been late a
single time! The quality of this technician’s work on a daily basis is also of an
extremely high standard. In the duration of his time here at our Service Desk,
Joseph has set a new record for our Quality Assurance reviews. These
reviews are mandated by our government customer and have a service level
agreement of 90% or greater. Mr. Barbour has achieved perfect QA (100%)
five months in a row this year and over his tenure has accumulated a total of
eight 100% performances! Five consecutive perfect scores is an all-time JSP
Service Desk record! In addition to this, he has established an exceptional
customer report. I believe a big part of the excellent feedback Joseph
receives from our customers stems from the motto he models his work ethic
after. "Make the customer miss you." This quote sums up Joseph’s
dedication to his duties perfectly. To date, he has received 32 positive
Interactive Customer Evaluation (ICE) comments in part of his exceptional
service. I can think of no better or more deserving Service Desk Analyst for
this award than Mr. Barbour.
Best Service
and Support
Analyst
Nominee

Matt Billings, Loudoun County Government
Matt hold the title of Windows T echnology Engineer. Matt performs detailed
research testing and configurations needed for the deployment and
maintenance supporting Windows 7, Windows 8 , and Windows 10. Matt
works closely with the Server Team, SCCM Administrators, Network
Engineers, and Field Support Engineers. We are nominating Matt for this
award based on the improvements he has brought to our support team. Matt
has earned the respect of the IT staff and customers alike. Matt is a
recognized leader who is always ready to assist however necessary to
support our customers. Matt's primary role is developing and maintaining the
Windows 10 desktop image library. Matt evaluates applications and utilities to
ensure compliance, compatibility and secure processing. Matt is a primary
analyst supporting windows updates, group policy creation and maintenance,
and VMWare. Matt is a keen analyst who has resolved all of our public safety
ToughBook problems that have prevented us from moving forward on the
replacement process.
Best Service
and Support
Analyst
Nominee

Maria Da Silva, HCL/World Bank Group
Maria Lourdes has been of service to the World Bank Group for
approximately 20 years. She is the Service Line Lead of ICP Telecom
Services within the Global Support Services Help desk. In this role Lourdes
trains new employees, audits agents, meets weekly with product teams,
meets weekly with vendors, monitors queues, is a member of the Escalation
team, creates and shares reports as well as takes calls and meet with desk
side support staff.
She is directly responsible for leading the team in telephony problems and
requests. In my years of experience in Service Desk, Lourdes’s knowledge of
Telecom is unparalleled. She seems to be a walking encyclopedia of
knowledge when it comes to phones lines and phone equipment, and she
loves to share her knowledge with anyone who will listen. In the past year,
we’ve experienced a transition from Remedy to Service Now with changes
that affect all IT employees. Before our client managers could request and
before I could even tell her to, Lourdes had met with the Service Now team
and addressed these changes that would impact her team. Furthermore, she
volunteered to be the trainer for her team members. Because there was a lot
of meetings for the transition involved, Lourdes had to arrive early and
sometimes stay late to accomplish this as well as weekends. Throughout this
project, Lourdes has consistently met established project deadlines and
milestones. I don’t know of anyone else more qualified to lend his expertise
than Maria Lourdes Da Silva.
Best Service
and Support
Analyst
Nominee

Billy Dyer, The MITRE Corporation
Billy has been with our organization just over 1 year and has the important
responsibility of supporting MITRE’s Executives and Board of Directors at our
Bedford Massachusetts campus with any software or hardware issues.
MITRE’s senior leaders also requested IoT buttons they can press that alerts
Billy when they need urgent assistance. Billy is always coming to rescue, his
strong technical skills, professionalism, and calm demeanor is appreciated by
our senior leaders and their administrative supporting staff every time they
require assistance.
Before Billy joined our Helpdesk, our company started supporting both the
Mac Operating system in addition to Microsoft. Our team was trying to
support both ecosystems equally but was experiencing a steep learning
curve. Billy already had an extensive Mac background and quickly became
our Subject Matter Expert. He possesses a wide breadth of technical
knowledge, along with a deep and exemplary commitment to customer
service. He is extremely patient and professional and works well with our
customers to solve their problem(s) as quickly as possible. Our customers
and his teammates consistently applaud Billy’s technical skills and his
determination to solve the problems they present to him. His expertise, calm
manner and determination are reassuring, and he is a true team player. Billy
never misses an opportunity to help others and regularly shares his
knowledge with the team.
Best Service
and Support
Analyst
Nominee

Sherrie Franklin, Allegis Group
Sherrie Franklin is one of our Level 2 analysts at the Allegis Service Desk.
Sherrie started off as on the team as a Level 1 Support analyst and in less
than 15 months she was promoted.
It was clear from the beginning that Sherrie was a quiet worker bee. She was
the type of analyst that we could send her a list of 15- 20 tickets in the
morning and by mid- day she is emailing back with updates and asking if any
other tickets need follow up. Sherrie had the lowest average call time
amongst the team and her QA scores typically run between 95-97%. Before
Sherrie was promoted to Level 2 analyst, she had a nick name amongst the
other L2’s as “The Hammer” because she would not only bang out tickets, he
her team’s queue, when she was done she would start hammering out tickets
in other teams queues. When the time came to start interviewing for an open
level 2 position, Sherrie was the no brainer choice for the position. After
Sherrie was promoted, she came out of her shell and out the gate began
outshining her peers.
Best Service
and Support
Analyst
Nominee

Dante Harris, HumanTouch, LLC
Dante Harris joined our helpdesk in August 2018. He steps in to assist
customers with their more complex IT issues over the phone and resolve or
escalate their tickets to the appropriate personnel. He has worked hard and
excelled in his role, which led to him being promoted as Tier 1.5 and
helpdesk trainer.
Dante consistently delivers expert level troubleshooting and excellent
customer service to our callers. He excels when presented with more difficult
technical challenges and learns from each one. With the knowledge he has
gained, he goes above and beyond in assisting the other agents in the call
center.
Best Service
and Support
Analyst
Nominee

Henry Ho, Community IT Innovators
Senior Help Desk Analyst. Henry’s responsibility is to provide technical
support to Community IT clients. He provides technical support to end users
remotely. This is a vital position for delivering a customer experience that is
consistent with the company’s brand, mission and purpose. He has been
Community IT for 13 years.
Henry has an excellent troubleshooting skills and experience. He works great
with the team and adapts to day to day changes in our team. He has great
communication and interpersonal skills. He is also passionate about our
clients and making an impact on their mission to make the world a better
place. Henry receives excellent feedback from our clients for solving
technical problem and providing get customer experience.
2019 Customer Satisfaction Index: 99.1
7 Impressions received by peers during 2019
Best Service
and Support
Analyst
Nominee

Barry Johnson, HCL/World Bank Group
Barry’s customer service skills are exemplary. He is one of the friendliest
people I know and he always arrives with a smile on his face and a happy
greeting for his co-workers. Although Barry is responsible for the quality of
ticket creation and quality of customer service during all contacts via all
channels, he can often be found assisting a recently hired co-worker with on-
boarding or helping the Reporting team with contracted service level
statistics, the Knowledge Team with the creation and adherence of utilizing
the Knowledge Base or obtaining guidance from the client manager within
the Quality program.
Despite the overwhelming amount of work that everyone has to do, Barry
consistently finds ways to help his co- workers. His willingness to assist
others and his commitment to educating agents on procedures and
processes is always above and beyond the call of duty and unequaled. Team
members from other departments, Tier 1, Deskside Support and our client
managers have all noted that Barry is very thorough in his training, provides
great detail about the subject matter, and he consistently follows-through to
ensure understanding by not just the agents, but by the other team members
who might have to field questions about the subject. He is quick to respond to
requests for additional information by other team members and is thorough in
ensuring all loose ends are completed. It is with great pleasure that I
respectfully submit this nomination for Barry Johnson to be recognized and
nominated as the Technical Support Analyst.
Best Service
and Support
Analyst
Nominee

Daniel Marshall, University of Maryland Medical System
Daniel Marshall has been a service & support analyst at University of
Maryland Medical System for approximately 1 year. Although he may be
relatively new to the organization, he has made his mark with proactive
leadership in customer service. He is well known for his positive attitude and
team-oriented approach to customer needs. Dan works well with everyone
around him. Dan regularly goes through all of his open tickets first thing
upon his arrival to work each day to insure tickets are being addressed,
escalated or resolved. He is seen as a powerful resource on the 2nd shift for
knowledge and troubleshooting, and often asked to take the lead on
problems. This directly reflects the trust that his managers and customers
have in him. Dan frequently receives email accolades for his performance
from customers, complimenting him on his knowledge, politeness and his
ability to resolve their issues on the first call. He keeps them engaged so
they are aware of his next steps while he is working with them. He resolves
incidents/service requests/tasks within the timeframe of SLAs, and makes
thorough documentation of his troubleshooting attempts and why the ticket is
being escalated, when necessary. He identifies potential issues and training
opportunities, and frequently reads the knowledgebase entries and provides
updates for missing or outdated entries. Last, but not least, he maintains a
positive appearance and workspace, setting the example for his peers.
Best Service
and Support
Analyst
Nominee

Daniel Martinez Pascual, Community IT Innovators
Help Desk Technician. Daniel is in the front line of customer inquiries for
remote desktop support. His primary responsibility is to provide basic
technical support to Community IT clients remotely. This is a vital position for
delivering a customer experience that is consistent with the company’s
brand, mission and purpose. He has been working with Community IT for one
year and a half.
Daniel is the perfect support analyst on our help desk. Daniel shows
commitment to his work and in supporting his clients. Daniel has grown his
technical aptitudes very fast. He is a great team member of our help desk
and shines in the ability to collaborate with colleagues on difficult tickets and
complex problems. He is always eager to solve technical problem.
2019 Customer Satisfaction Index: 98.2
8 Impressions received by peers during 2019
Best Service
and Support
Analyst
Nominee

Abdul Mirza, Navy Federal Credit Union
Abdul’s role in the organization is to provide world-class customer service,
matched with stellar technical troubleshooting skills to quickly and deftly
resolve the issues affecting our internal customers. Abdul has been with the
organization since 12/31/18.
Abdul was hired on 12/31/18 as an intern, and through his extremely strong
work-ethic, focus on compassion and concern for the customer, and ability to
quickly resolve technical problems he was hired as full-time employee after
only 7 months. Abdul consistently strives to go above-and-beyond for our
customers, and even for leadership he puts the same thought forward –
always willing to go the extra mile by offering to volunteer for events outside
the scope of his role or learn new technical resolution methods.
Best Service
and Support
Analyst
Nominee

“TJ” Olusegun Ogunkile, HumanTouch LLC
Olusegun “TJ” Ogunkile joined Human Touch LLC in August 2018 as a tier 2
Desktop Technician. TJ (as he is known throughout the organization) was
selected in May 2019 to join the System Admin team, based on his
outstanding performance as a desktop technician. As a Systems
Administrator technician, TJ is responsible for creating / modifying/
Troubleshooting shared and user Mailboxes, distribution lists, Public Folders
and resource Calendars on the Management Servers. TJ is also responsible
for creating network printer queues for the end-user population on the printer
servers.
Olusegun “TJ” Ogunkile was nominated for his award based on his ability as
the newest member of the System Admin Team to take the initiative in
providing excellent customer support to the user’s population at the FDA. TJ
quickly picked up on his training (within the first two weeks) and started his
full duties as a system Administrator within a month. He is always receptive
to emails and is always ready to assist our customer base and other
technicians on the SAT and other IT teams as needed. TJ was instrumental
in finding a more efficient custom script to create distribution lists, edit
permissions for mailboxes and public folders on the Exchange on-prem and
the Cloud servers. TJ is also valued asset when providing service to the Print
Support team.
Best Service
and Support
Analyst
Nominee

Mark Preuss, The MITRE Corporation
Mark has been on our team for the past 5 years and accepted the important
responsibility of supporting our companies Executives along with the Board
of Directors with any software or hardware issues. Additionally MITRE’s
senior leaders requested to setup IoT buttons each executive can press that
alerts Mark when they need urgent assistance. Mark doesn’t miss a beat, his
strong technical skills, professionalism, and calm demeanor is appreciated
every time they require assistance.
Mark possesses a wide-breadth of technical knowledge and skills, along with
a deep and exemplary commitment to customer service. He is extremely
patient and professional and works with our customers to solve their issues
as quickly as possible. Our customers consistently laud Mark’s mastery of
technical issues and his determination to solve the problems. His expertise,
calm manner and sense of humor are reassuring to customers, who are
grateful to him and often take the time to let us know what a great job he has
done. Mark’s technical and customer-service skills are leading examples in
addition to him being a true team player. He never misses an opportunity to
help others and regularly shares his knowledge with the team for the
betterment of all. To keep current with the latest trends in technology and
with the Help Desk industry, he regularly reads up on the latest publications
and shares what she has learned with his colleagues. For these reasons, we
are nominating Mark. for this prestigious award.
Best Service
and Support
Analyst
Nominee

Moe Shimada, The MIL Corporation
Moe is a Tier I Service Desk Analyst with the Library of Congress' OCIO
Service Desk. She joined the team in the Fall of 2018 from a stint at Best
Buy's Geek Squad. After joining, Moe quickly picked up the institutional
knowledge that she needed to grow and become an integral member of the
team and a true leader and mentor to her colleagues. In the year that Moe
has been with the company, she has gone from the newbie to a respected
senior analyst on the team. She is always answering questions that her
colleagues have and helping them address issues they may be experiencing.
Moe joined our team about a year ago and brought to our team a unique skill
set, delightful attitude, and a professionalism that we were lacking. Moe's
attitude and professionalism have been contagious and have spread across
the team making the remaining team members more positive and
professional when dealing with customers. Moe communicates with each
customer in a level that shows compassion and understanding while not
embarrassing or talking down to them. Moe understands that not everyone
understands technology at the same level and she has the ability to
troubleshoot and explain issues at the customer's level of understanding.
Moe also goes the extra mile on every ticket she handles to make sure that
the issue is resolved to the customer's expectations. Moe receives kudos and
positive survey comments from customers on a daily basis. Moe is an
excellent analyst and the sky is the limit on where she wants to go in her
career.
Best Service
and Support
Analyst
Nominee

Erika Velasquez, HumanTouch, LLC
Erika is a Tier 1 Help Desk Analyst and has been with the organization since
May 2019. As a Tier 1 Help Desk Analyst, her duty is to assist members.
Erika is an incredibly enthusiastic and determined agent. She strives to
provide excellent customer service to our callers and never misses an
opportunity to help her fellow agents do the same. She is a great asset to the
team and goes out of her way to help everyone learn. She takes great
initiative to make sure everyone in the call center has the help they need.
Best Service
and Support
Analyst
Nominee

Bryan Walker, CACI
Bryan is a Tier 1 technician with the JSP Service Desk in direct support of
Headquarters Department of the Army. He has been with the program for six
months. Bryan’s role within the organization includes providing 24/7 Tier 1
support to the Joint Service Provider customer base. Primary responsibilities
include: Answering and responding to inbound calls/emails in a timely and
professional manner, properly documenting those interactions in the
appropriate tracking system, escalating issues that cannot be resolved in a
timely manner, utilizing designated work instructions and related process
changes. Bryan shows extreme professionalism and tenacious perseverance
when assisting customers and the team. He is a humble individual allowing
his work to speak for itself. Bryan is a self-starter and works with minimum
supervision. Recently, he made extra time to learn more about an updated
process and was able to use the gained experience and knowledge to assist
with expediting requests. As a result, a customer stated "Bryan was very
professional on our call today and patient. He has a pleasing, very clear
voice which makes following instructions easy. His professionalism and
knowledge is something that should be emulated by other helpdesk
professionals. I really appreciated his help. I’m sure he’s among the best and
brightest in the division!" Bryan’s first call resolution average increased so
substantially that he was placed in an elite group of technicians to
troubleshoot rigorous incidents and to assist with training new hires. If I had
to quickly provide a technician to assist a senior leader in the organization, I
would easily select Bryan because I know he will provide exceptional service.
Best Service
and Support
Analyst
Nominee

Cody Adkins, Loudoun County Government
Cody Adkins is a Desktop System Engineer. He has been with Loudoun
County for approximately one year. Cody has is responsible for services
requests and incident for Loudoun County Public Safety - LCSO, LCFR and
Animal Services. Cody has a customer base of approximately 2,000
customers. In a very short time we realized Cody was a highly capable
support agent - We assigned Cody to some of our most critical systems
customers
Best Service
and Support
Technician
Nominee

Sandra Frazier, HumanTouch, LLC
Sandra L. Frazier is one of our Tier 2 Deskside Zone Leads supporting the
FDA contract and has been with the company since February 2019. Sandra
Frazier has been an integral part of the Human Touch staff for over a year
now. Before even joining the company, her talents and skills were recognized
during the interview process. Though she was interviewing for a Tier 2
technician position, it was determined that she would be much better suited
to become a Team Lead due to her strong IT background. Sandra is being
nominated because she exudes everything that our company, Human Touch,
states in its Mission statement – “Sandra infuses innovation and leadership
with the human touch to our clients of FDA and all the team members of
Human Touch!”. I am nominating her for Best Service and Support
Technician because of her diligent and persevering work ethic. Sandra
proves daily why she is more than fit for her supervisory position here with
HumanTouch, LLC. Sandra comes to work with an eager attitude toward
learning the environment, and always is engaging with the staff. She has
quickly earned the respect of her peers, as she came in a wealth of
knowledge and relevant experience. She always makes sure that not only
are her work duties completed accurately and thoroughly, but also that of her
team as well.
Best Service
and Support
Technician
Nominee

Gary Gay, National Air & Space Intelligence Center
(NASIC)
Mr. Gary Gay is our nominee as HDI Capital Area Desktop Technician of the
Year. Mr. Gay serves as our Executive Support and Special Projects lead.
Mr. Gay assumed this role due to a declining support posture with our Air
Force Executive offices in the Pentagon. In a matter of 4 months Gary
single-handedly restored our organization’s support reputation gaining the
confidence of leaders responsible for our annual budget. Mr. Gay also was
pivotal in our digital transformation effort where he personally imaged,
installed, and supported 22 new tablets used to share important intelligence
information to Chairman of the Joint Chief of Staff and Secretary of Defense
saving $10K/yr in labor and production costs. Mr. Gay still assists in training
our new desktop support personnel and performs technical analysis of all IT
requirements that come through our organization.
Best Service
and Support
Technician
Nominee

Charles Hall, CACI
Charles Hall is a Tier II Desk Side technician who supports the JSP Service
Desk. Charles has been with the Service Desk for 3 and a half years. Charles
assists our customer base locally in the national capitol region. It is an honor
to nominate Mr. Charles hall for the HDI Desktop Support Technician of the
year award. During the past two years I have found Charles to the most
knowledgeable Tier II technician on our team. Charles is a Tier II Desk-Side
Technician and is a jack of all trades. At any moment he could be assisting
our customer obtaining tokens for their classified systems to replacing
hardware on at the customer's desk. Charles is always willing to go above
and beyond to think outside the box and get a customer's issue resolved.
Charles stays willing to share new information to the Tier I technicians so
they can also better assist our customers. Charles is a Tier II technician
many of our Tier I technicians look up to and he is the service desk go-to for
the off the wall issues that cannot be resolved remotely.
Best Service
and Support
Technician
Nominee

Meldavid Manela, Johns Hopkins University Applied
Physics Laboratory
A word that truly describes Meldavid “Mel” Manela is commitment –
committed to providing the best possible customer experience throughout
APL, committed to his job, committed to the organization and committed to
helping others. Mel has been a role model for great customer experience
since he joined the team 8 years ago. When you think excellent tech support,
Mel’s name naturally comes to mind. He is often called afterhours and on the
weekends to help support the organization. Mel is the go to tech for the
Director of the organization as well as the CIO. He never complains about his
workload and is always working with other team members to resolve
challenging issues. Mel sets the standard for customer service by
understanding that the entire customer experience is important. Mel is
extremely helpful and offers his experience in ways that are easy to
understand for the customer. Mel doesn’t stop because it’s not easy – in fact,
that drives him to come up with new and innovative ways to keep his
customers happy. He enjoys mentoring and coaching our high school and
college intern workers and they always learn a lot from him. Mel is often seen
around the organization multitasking several issues at a time. He is often
seen texting one customer while responding to messages on his computer
from other customers or voice chatting through his Apple watch.
Best Service
and Support
Technician
Nominee

Phillip Oha, Loudoun County Government
Phil is our dedicated Executive and Elected Technology Support Analyst -
Phil has been with us for approximately 2 years. We are nominating Phil
because he is an outstanding support analyst for some of our most
demanding customers - Phil has a job that support the technology needs of
our Executive leaders and elected supervisors. Phil was noticed during his
part time assignment covering Board Of Supervisors meetings. Our CEO
indicated to the IT Director that he wanted Phil to be a full time support agent
for or Government Center - Phil not only provided this support he also
provided support to the many organization within the government center - He
is routinely recognized for his superlative service.
Best Service
and Support
Technician
Nominee

Blythe Wilson, CACI
Blythe Wilson is a Tier II technician who provides remote support for the JSP
Service Desk. Blythe has been with our service desk for nearly two years. It
is with great pride I nominate Ms. Blythe Wilson for the HDI Desktop Support
Technician of the year award. During the past two years, I have found Blythe
to be the easiest, most helpful Tier II technician to work with. Blythe is a Tier
II remote technician who exemplifies technical ability and is customer service
focused. Blythe is always willing to assist any of our Tier I technicians in
resolving their issues by providing them additional troubleshooting steps that
they may not have thought of while maintaining the integrity of the mission.
Blythe shows incredible technical skill while working independently and
assisting customer's with their issues to include, but not limited to: driver
update, software download, security groups, VPN and application issues.
Blythe has a bright, warm personality that our customer base enjoys working
with and very often is requested to be assigned to their tickets. Her positive
attitude leaves our customer's with a warm and inviting experience. She is a
technician that you can hear her smiling through the phone.
Best Service
and Support
Technician
Nominee

Adryan Wright, The MIL Corporation
Adryan is a desktop support technician for The MIL Corporation on the
Library of Congress contract. Adryan has been in this position for
approximately two years. He joined the desktop support team after a very
short period of service at the tier 1 service desk level. Adryan was a stand
out employee on the service desk and quickly proved to be a valuable asset
on the desktop support side as well. After joining the company, Adryan
quickly displayed his abilities to be a stellar member of the team. Adryan is a
quick learner who went from being the newest member of the team to a
senior mentor among his peers. He is always willing to learn new skills and
works to resolve issues as accurately as possible. Adyran often receives
feedback about the high quality work he performs.
Best Service
and Support
Technician
Nominee

Theresa Proctor
With more than 20 years of corporate leadership, her unwavering
commitment of adding value to others has served as the core to her
company’s perpetual success. In Corporate America, she received several
awards and recognition for record breaking results, sustainability, problem
solving and change through influence. She has taken the lead in enhancing
corporate cultures and self-directed teams to work collaboratively resulting in
an increase of operational efficiency and excellence. Theresa travels
nationally training and inspiring team members to operate in their energy
currency and competency. She has trained and consulted with private and
public sector clients such as Department of Homeland Security, U.S.
Government Accountability Office, Facebook and Johnson & Johnson.
Theresa shines in her various talents with diplomacy and is well respected in
the community at large. She actively participates in civic engagement.
Theresa Proctor is the Founder and CEO of Forward Movement Enterprises,
a professional development training company based in the Baltimore
Washington region. They deliver professional development solutions with a
focus of leadership, communication and customer experience through
instructor-led and virtual training platforms. To date, her company has trained
over 253,000 employees.
Our Speaker
LEA R N MO R E

"AMPLIFY YOUR
VISIBILITY"

8 INSIGHTS
"AMPLIFY YOUR VISIBILITY"

You were designed for
accomplishment, engineered for
success and endowed with the
seeds of greatness.
- ZIG ZIGLAR

DEFINED VALUES.
FULFILLED VOICE.
1

GOOD QUESTIONS INFORM.
GREAT QUESTIONS
TRANSFORM.
2

BLAZE YOUR
BRILLIANCE
3

MASTER
EMOTIONAL
INTELLIGENCE
4

STATE YOUR
PROMISE
5

BETTERMENT
OUTPERFORMS
PIONEERING
6

BE COMMUNITY
MINDED
7

SECURE A COACH
OR MENTOR
8

VISIBILITY
AMPLIFIED!
WHAT WILL YOU DO DIFFERENTLY?

THERESA R. PROCTOR
LET'S STAY CONNECTED
LINKEDIN @THERESARPROCTOR
FORWARDMOVEMENTENT.COM
theresa@forwardmovementent.com

THANK YOU

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