Leadership is a mindset, it starts with you. Be present for a transformational and inspiring keynote as Theresa Proctor shares the steps to navigate through your toughest challenges:
• Master repeatable and viral success
• Learn how to confidently toot your horn
• Discover and share your voice
• Power tips to shine in the most uncomfortable environments
HDI Capital Area One Day Leadership Conference and Vendor Expo 2017hdicapitalarea
HDI Capital Area One Day Leadership Conference and Vendor Expo 2017. Includes Capital Area Announcements and presentations on Building an Award Winning Service Excellence Team and A Service Desk Evolution.
The document discusses the Black Data Processing Association (BDPA) Cincinnati chapter. It provides background on BDPA, describes the Cincinnati chapter's history and leadership, outlines its mission to provide professional development and community outreach for IT professionals, and lists some of its programs and accomplishments over the years. The chapter has received several national awards and recognizes its corporate sponsors.
South Florida HDI Event: Mobility Creates Transparency and Increases Business...Eddie Vidal
In this session, attendees will learn how to:
Improve end-user satisfaction (employees and customers) by providing instant access to available services, self-service tools, and status updates for service requests.
Appease your CIO with instant access to real-time performance dashboards, emergency change requests, and customer satisfaction ratings.
Free IT support staff from their desk, allowing them to manage their entire workflows from their smart phone or tablet.
Give your Help Desk team the power to demonstrate the value they bring to organization.
LinkedIn's mission is to connect professionals around the world and make them more productive and successful. Its vision is to become the most important professional network in the world.
The company offers profile, job posting, matching and search services to help professionals easily find their ideal jobs and for companies to easily find ideal talent. It generates most of its revenue from monthly subscription fees from individuals and companies. Additional revenue comes from marketing campaigns where advertisers pay for clicks or impressions on the LinkedIn site and mobile apps.
LinkedIn's competitive advantages are its large network of professional users and the data and content they generate. It aims to continue growing its network effects and traffic. The key benefits for users are professional branding, networking opportunities
This document discusses managing your online brand on LinkedIn. It covers building an effective LinkedIn profile, networking on LinkedIn through groups and connections, and staying engaged through posting content. The goal is to deepen expertise, demonstrate thought leadership, and develop business. Lawyers are advised to fact-check content for accuracy and avoid any legal advice to prevent creating attorney-client relationships online. Offline networking is also important to complement online connections.
This document provides a summary of the Shared Services & Outsourcing Malaysia 2014 conference. Some key details:
- The conference was held on May 20-21, 2014 in Kuala Lumpur, Malaysia and had over 300 attendees.
- Attendees found the event valuable for networking with peers and learning best practices.
- The 2015 conference will feature new topics on cutting edge technologies, practitioner-led speakers, benchmarking sessions, workshops and site tours.
- Last year's conference included presentations from leaders at companies like GE, GSK, BAT and Kimberly-Clark on transforming shared services.
- The majority (74%) of attendees in 2014 were from buyer-side companies seeking solutions to
Advertising opportunities on iPad increase your exposure to the most influential, senior, affluent decision makers in an environment proven to maximise engagement and response levels.
LinkedIn’s iPad audience represents the greatest concentration of senior decision-makers on our network, more than half of which (53%) are managers, and with over a third (34%) in director-level roles. This audience engages with LinkedIn on their iPads throughout the day, with usage peaking in the evening when members are less likely to access LinkedIn on desktop PCs.
Reaching a time-poor audience outside of the conventional working day maximises the potential for engagement with valued content and translates into powerful engagement levels. LinkedIn iPad users are 65% more likely to follow companies on LinkedIn and four times more likely to engage with the display ads that they encounter on their iPad. And since these users have twice as many connections as the average LinkedIn member, their potential to amplify, share and recommend your messages is significantly increased.
Display ad formats for iPad maximise this opportunity through standard 300×250 display ad units and the additional option for full-page ads generating maximum impact. Both ad formats support the full range of LinkedIn targeting technologies.
HDI Capital Area One Day Leadership Conference and Vendor Expo 2017hdicapitalarea
HDI Capital Area One Day Leadership Conference and Vendor Expo 2017. Includes Capital Area Announcements and presentations on Building an Award Winning Service Excellence Team and A Service Desk Evolution.
The document discusses the Black Data Processing Association (BDPA) Cincinnati chapter. It provides background on BDPA, describes the Cincinnati chapter's history and leadership, outlines its mission to provide professional development and community outreach for IT professionals, and lists some of its programs and accomplishments over the years. The chapter has received several national awards and recognizes its corporate sponsors.
South Florida HDI Event: Mobility Creates Transparency and Increases Business...Eddie Vidal
In this session, attendees will learn how to:
Improve end-user satisfaction (employees and customers) by providing instant access to available services, self-service tools, and status updates for service requests.
Appease your CIO with instant access to real-time performance dashboards, emergency change requests, and customer satisfaction ratings.
Free IT support staff from their desk, allowing them to manage their entire workflows from their smart phone or tablet.
Give your Help Desk team the power to demonstrate the value they bring to organization.
LinkedIn's mission is to connect professionals around the world and make them more productive and successful. Its vision is to become the most important professional network in the world.
The company offers profile, job posting, matching and search services to help professionals easily find their ideal jobs and for companies to easily find ideal talent. It generates most of its revenue from monthly subscription fees from individuals and companies. Additional revenue comes from marketing campaigns where advertisers pay for clicks or impressions on the LinkedIn site and mobile apps.
LinkedIn's competitive advantages are its large network of professional users and the data and content they generate. It aims to continue growing its network effects and traffic. The key benefits for users are professional branding, networking opportunities
This document discusses managing your online brand on LinkedIn. It covers building an effective LinkedIn profile, networking on LinkedIn through groups and connections, and staying engaged through posting content. The goal is to deepen expertise, demonstrate thought leadership, and develop business. Lawyers are advised to fact-check content for accuracy and avoid any legal advice to prevent creating attorney-client relationships online. Offline networking is also important to complement online connections.
This document provides a summary of the Shared Services & Outsourcing Malaysia 2014 conference. Some key details:
- The conference was held on May 20-21, 2014 in Kuala Lumpur, Malaysia and had over 300 attendees.
- Attendees found the event valuable for networking with peers and learning best practices.
- The 2015 conference will feature new topics on cutting edge technologies, practitioner-led speakers, benchmarking sessions, workshops and site tours.
- Last year's conference included presentations from leaders at companies like GE, GSK, BAT and Kimberly-Clark on transforming shared services.
- The majority (74%) of attendees in 2014 were from buyer-side companies seeking solutions to
Advertising opportunities on iPad increase your exposure to the most influential, senior, affluent decision makers in an environment proven to maximise engagement and response levels.
LinkedIn’s iPad audience represents the greatest concentration of senior decision-makers on our network, more than half of which (53%) are managers, and with over a third (34%) in director-level roles. This audience engages with LinkedIn on their iPads throughout the day, with usage peaking in the evening when members are less likely to access LinkedIn on desktop PCs.
Reaching a time-poor audience outside of the conventional working day maximises the potential for engagement with valued content and translates into powerful engagement levels. LinkedIn iPad users are 65% more likely to follow companies on LinkedIn and four times more likely to engage with the display ads that they encounter on their iPad. And since these users have twice as many connections as the average LinkedIn member, their potential to amplify, share and recommend your messages is significantly increased.
Display ad formats for iPad maximise this opportunity through standard 300×250 display ad units and the additional option for full-page ads generating maximum impact. Both ad formats support the full range of LinkedIn targeting technologies.
This document provides information about a Women in Digital Leadership Summit taking place from February 23-26, 2016 in Sydney, Australia. It includes details about pre-summit and post-summit workshops on specific dates, as well as an agenda for the two-day summit occurring on February 24-25. The summit and workshops will focus on providing women with tools and strategies to optimize their leadership potential in the digital sphere through topics like developing leadership skills, overcoming barriers, and identifying career support structures. Featured speakers include digital leaders from companies like Google, ANZ, Dan Murphy's, and the Fair Work Ombudsman who will provide case studies and advice on career progression.
CoreNet Global is the world’s leading association for corporate real estate (CRE) and workplace professionals, service providers and economic developers. Over 8,000 members, who include 70% of the Fortune 100 and nearly half of the Forbes Global 2000, meet locally, globally and virtually to develop networks, share knowledge, learn and thrive professionally.
South florida HDI Value & Benefits IT Palooza Dec 2012Eddie Vidal
Presentation for IT Palooza event at Nova Southeastern University, December 2012. South Florida HDI benefits and values were shared to introduce attendees to the local chapter and how they can make a difference in the South Florida IT professional community.
This document discusses the importance of employee engagement and provides information about the Employee Engagement Alliance (EEA). The EEA aims to help organizations improve employee engagement through access to training, learning events, and online resources. Key points include:
- Employee engagement leads to improved business results like productivity and customer loyalty as well as better employee wellbeing.
- The EEA provides opportunities for members to learn, share best practices, and access tools to help measure and improve engagement.
- Benefits of EEA membership include discounts on training, access to insights and resources, opportunities to be recognized through the Employee Engagement Awards, and discounted access to the Employee Engagement Conference.
A CoreNet Global membership provides access to a network of over 8,000 corporate real estate professionals. It requires active participation to fully benefit from the resources available, which include industry research, learning opportunities, and local and topical networks. Surveys show high satisfaction and renewal rates among members. CoreNet Global offers various ways for members to develop their careers and leadership skills through programs, conferences and professional designations.
A CoreNet Global membership provides access to a network of over 8,000 corporate real estate professionals, resources to support members throughout their careers, and opportunities to enhance leadership skills. Surveys show high satisfaction and renewal rates among members. The organization offers global events, research, tools for benchmarking and advocacy on industry issues. Chapters, special interest groups, and online resources allow for networking and skill development at a local or topic-specific level.
The Management Consulting Club at SDA Bocconi aims to familiarize students with careers in management consulting through various activities. It provides opportunities for networking with consultants, workshops on consulting skills and careers, business games and competitions with consulting firms. It also organizes events with industry leaders on topics relevant to consulting and business. Additionally, the club seeks to enhance students' international exposure to consulting through partnerships with other business schools and a focus on global career opportunities.
The document provides an update on Illinois workNet and its role in supporting the implementation of the Workforce Innovation and Opportunity Act (WIOA). It outlines resources currently available on the Illinois workNet website for customers, employers, and partners. These include tools for career exploration, training programs, job postings, and more. The document also discusses upcoming improvements to integrate additional WIOA services, such as a WIOA policy application, local board certification process, and personalized career planning dashboard. The goal is to provide a single online access point for all WIOA-related programs and services.
This document provides information about a Women in Digital Leadership Summit taking place from February 23-26, 2016 in Sydney, Australia. It includes details about pre-summit and post-summit workshops on specific dates, as well as an agenda for the two-day summit on February 24-25. The summit and workshops will focus on providing women with leadership skills, strategies, and advice for career progression in digital roles, and will feature presentations from female executives in digital fields.
HDI is a professional association serving the technical service and support industry. It provides knowledge, relationships, collaboration, certification and training to over 128,000 professionals. The document discusses HDI's new membership model which includes several new membership levels to better fit members' needs and control over their career success. It also outlines the top 10 reasons to become an HDI member including networking, professional development, resources/research, and discounts. Local chapter membership and forums are highlighted as membership benefits. HDI offers conferences, events, training, certification and other services to support the technical service industry.
The document outlines DAMA SA's vision to meet stakeholder demand by adding value to six types of capital: financial, manufactured, intellectual, human, social & relationship, and natural. It discusses strategies to partner with various data community members and provide specialized training, mentoring, practices, and certifications to build each type of capital. The goal is to help organizations deliver quality data management through developing people and providing digital resources and guidance.
HDI Capital Area Local Chapter Meeting, Local Chapter Updates, HDI Corporate Updates and presentation on Finding the "Root" in Root Cause Analysis - A Client Case
This document provides an overview of LinkedIn's Board Member Connect program, which helps nonprofit leaders find quality board members. It discusses how nonprofits can use LinkedIn to recruit board members by completing organizational and individual profiles, connecting with existing board members, and posting board opportunities. The presentation recommends specific actions nonprofits can take on LinkedIn today, such as improving profiles, networking, and establishing a company page. It also highlights premium search tools and success stories to illustrate how nonprofits have used the program.
How Transport for London transformed their recruitment strategy with dataLinkedIn Europe
We recently held a webcast with Charlotte Johns, Head of Recruitment Operations, at Transport for London where she told their story of transformation and how they evolved their recruiting approach from traditional to strategic.
She discussed:
- The programmes they put in place to move to a direct sourcing model
- How to use data to measure success
- Results they have seen from this partnership
Driver Instruct Partnership is a membership organisation that provides career development, additional income streams and business support services for student and approved driving instructors in the UK.
Partnered with the Motor Schools Association.
Grow your business to the next level with LinkedInLinkedIn Europe
The document outlines an agenda for a LinkedIn Day event in Riyadh on February 27th 2013. The agenda includes an introduction by Ali Matar, a session on enhancing online expertise, an overview of LinkedIn Talent Solutions, benefits and ROI of LinkedIn, and a networking lunch. The document then provides background information on LinkedIn, including its vision, mission, benefits for members, and services for recruiters and marketers. It discusses LinkedIn's presence in the MENA region and concludes with demonstrations of LinkedIn Recruiter and the Talent Brand Index.
Mike Rochelle is the founder and chief people developer of MR&A and founder of several SIM programs, including the Dallas Learning Forum, STEM Outreach Program, and aitp Dallas Manager and Team Engagement Program. The document discusses the history and vision of aitp Dallas, including partnerships with SIM and programs to develop students, professionals, and executives in business and technology skills. It provides an overview of the aitp Dallas program plan for 2015-2016, which includes monthly sessions focused on skills like teamwork, communication, and leadership. The SIM Regional Leadership Forum and Executive RLF programs are summarized, which provide networking and learning opportunities over 9-12 months.
SugarNGO: A Partnership of NGOs, SugarCRM and the Sugar Ecosystem | SugarCon ...SugarCRM
NGOs (Non-governmental Organizations) are non-profit voluntary citizens' groups organized around a core set of goals or principles which they drive toward through action. CRM tools are critical for NGOs and SugarCRM is a natural fit given its open source, collaborative approach to development.
NGOs can appreciate the unique customizability of Sugar since traditional sales tools are often necessary for them but need to be re-conceptualized around this unique industry. With this session, we kick off an exciting partnership between the community of NGOs, SugarCRM, and the extended set of partners and customers that comprise the Sugar ecosystem. We discuss some of the unique needs NGOs have for CRM and demonstrate how two specific organizations -- The Robin Hood Foundation and StoryCorps -- have customized versions of Sugar to meet those needs. We demonstrate the business case for a coalition of NGOs driving Sugar development that is focused on the unique needs of NGOs, and provide concrete next steps for the build-out of a robust NGO community for Sugar.
Presented at SugarCon 2011 by Heather Johnson, Robin Hood Foundation, Adrian Boerstra, Intricity, Dean Haddock, StoryCorps
HDI Capital Area One Day Leadership Conference and Vendor Expo 2018hdicapitalarea
Here are a few key things to consider in determining if your organization is ready to use bots to communicate with customers:
- Customer readiness - Are your customers open to interacting with bots? Have you surveyed customers to understand their comfort level? Bots may not be a good fit if customers strongly prefer human interactions.
- Use cases - Identify specific tasks or questions that bots could handle well, such as simple FAQs, order status checks, appointment scheduling. Start with well-defined use cases that have clear parameters.
- Skills and resources - Do you have the in-house skills to select, develop, deploy and maintain bots? Or do you need to outsource some or all of these capabilities? Budget and plan accordingly
Hdi Capital Area Program Slides May 18 2018hdicapitalarea
HDI Updates and an interactive, entertaining, and informative session will reveal the philosophy and methodology the Johns Hopkins support organization used to create a culture of transparency and staff engagement that produced high-performing teams.
This document provides information about a Women in Digital Leadership Summit taking place from February 23-26, 2016 in Sydney, Australia. It includes details about pre-summit and post-summit workshops on specific dates, as well as an agenda for the two-day summit occurring on February 24-25. The summit and workshops will focus on providing women with tools and strategies to optimize their leadership potential in the digital sphere through topics like developing leadership skills, overcoming barriers, and identifying career support structures. Featured speakers include digital leaders from companies like Google, ANZ, Dan Murphy's, and the Fair Work Ombudsman who will provide case studies and advice on career progression.
CoreNet Global is the world’s leading association for corporate real estate (CRE) and workplace professionals, service providers and economic developers. Over 8,000 members, who include 70% of the Fortune 100 and nearly half of the Forbes Global 2000, meet locally, globally and virtually to develop networks, share knowledge, learn and thrive professionally.
South florida HDI Value & Benefits IT Palooza Dec 2012Eddie Vidal
Presentation for IT Palooza event at Nova Southeastern University, December 2012. South Florida HDI benefits and values were shared to introduce attendees to the local chapter and how they can make a difference in the South Florida IT professional community.
This document discusses the importance of employee engagement and provides information about the Employee Engagement Alliance (EEA). The EEA aims to help organizations improve employee engagement through access to training, learning events, and online resources. Key points include:
- Employee engagement leads to improved business results like productivity and customer loyalty as well as better employee wellbeing.
- The EEA provides opportunities for members to learn, share best practices, and access tools to help measure and improve engagement.
- Benefits of EEA membership include discounts on training, access to insights and resources, opportunities to be recognized through the Employee Engagement Awards, and discounted access to the Employee Engagement Conference.
A CoreNet Global membership provides access to a network of over 8,000 corporate real estate professionals. It requires active participation to fully benefit from the resources available, which include industry research, learning opportunities, and local and topical networks. Surveys show high satisfaction and renewal rates among members. CoreNet Global offers various ways for members to develop their careers and leadership skills through programs, conferences and professional designations.
A CoreNet Global membership provides access to a network of over 8,000 corporate real estate professionals, resources to support members throughout their careers, and opportunities to enhance leadership skills. Surveys show high satisfaction and renewal rates among members. The organization offers global events, research, tools for benchmarking and advocacy on industry issues. Chapters, special interest groups, and online resources allow for networking and skill development at a local or topic-specific level.
The Management Consulting Club at SDA Bocconi aims to familiarize students with careers in management consulting through various activities. It provides opportunities for networking with consultants, workshops on consulting skills and careers, business games and competitions with consulting firms. It also organizes events with industry leaders on topics relevant to consulting and business. Additionally, the club seeks to enhance students' international exposure to consulting through partnerships with other business schools and a focus on global career opportunities.
The document provides an update on Illinois workNet and its role in supporting the implementation of the Workforce Innovation and Opportunity Act (WIOA). It outlines resources currently available on the Illinois workNet website for customers, employers, and partners. These include tools for career exploration, training programs, job postings, and more. The document also discusses upcoming improvements to integrate additional WIOA services, such as a WIOA policy application, local board certification process, and personalized career planning dashboard. The goal is to provide a single online access point for all WIOA-related programs and services.
This document provides information about a Women in Digital Leadership Summit taking place from February 23-26, 2016 in Sydney, Australia. It includes details about pre-summit and post-summit workshops on specific dates, as well as an agenda for the two-day summit on February 24-25. The summit and workshops will focus on providing women with leadership skills, strategies, and advice for career progression in digital roles, and will feature presentations from female executives in digital fields.
HDI is a professional association serving the technical service and support industry. It provides knowledge, relationships, collaboration, certification and training to over 128,000 professionals. The document discusses HDI's new membership model which includes several new membership levels to better fit members' needs and control over their career success. It also outlines the top 10 reasons to become an HDI member including networking, professional development, resources/research, and discounts. Local chapter membership and forums are highlighted as membership benefits. HDI offers conferences, events, training, certification and other services to support the technical service industry.
The document outlines DAMA SA's vision to meet stakeholder demand by adding value to six types of capital: financial, manufactured, intellectual, human, social & relationship, and natural. It discusses strategies to partner with various data community members and provide specialized training, mentoring, practices, and certifications to build each type of capital. The goal is to help organizations deliver quality data management through developing people and providing digital resources and guidance.
HDI Capital Area Local Chapter Meeting, Local Chapter Updates, HDI Corporate Updates and presentation on Finding the "Root" in Root Cause Analysis - A Client Case
This document provides an overview of LinkedIn's Board Member Connect program, which helps nonprofit leaders find quality board members. It discusses how nonprofits can use LinkedIn to recruit board members by completing organizational and individual profiles, connecting with existing board members, and posting board opportunities. The presentation recommends specific actions nonprofits can take on LinkedIn today, such as improving profiles, networking, and establishing a company page. It also highlights premium search tools and success stories to illustrate how nonprofits have used the program.
How Transport for London transformed their recruitment strategy with dataLinkedIn Europe
We recently held a webcast with Charlotte Johns, Head of Recruitment Operations, at Transport for London where she told their story of transformation and how they evolved their recruiting approach from traditional to strategic.
She discussed:
- The programmes they put in place to move to a direct sourcing model
- How to use data to measure success
- Results they have seen from this partnership
Driver Instruct Partnership is a membership organisation that provides career development, additional income streams and business support services for student and approved driving instructors in the UK.
Partnered with the Motor Schools Association.
Grow your business to the next level with LinkedInLinkedIn Europe
The document outlines an agenda for a LinkedIn Day event in Riyadh on February 27th 2013. The agenda includes an introduction by Ali Matar, a session on enhancing online expertise, an overview of LinkedIn Talent Solutions, benefits and ROI of LinkedIn, and a networking lunch. The document then provides background information on LinkedIn, including its vision, mission, benefits for members, and services for recruiters and marketers. It discusses LinkedIn's presence in the MENA region and concludes with demonstrations of LinkedIn Recruiter and the Talent Brand Index.
Mike Rochelle is the founder and chief people developer of MR&A and founder of several SIM programs, including the Dallas Learning Forum, STEM Outreach Program, and aitp Dallas Manager and Team Engagement Program. The document discusses the history and vision of aitp Dallas, including partnerships with SIM and programs to develop students, professionals, and executives in business and technology skills. It provides an overview of the aitp Dallas program plan for 2015-2016, which includes monthly sessions focused on skills like teamwork, communication, and leadership. The SIM Regional Leadership Forum and Executive RLF programs are summarized, which provide networking and learning opportunities over 9-12 months.
SugarNGO: A Partnership of NGOs, SugarCRM and the Sugar Ecosystem | SugarCon ...SugarCRM
NGOs (Non-governmental Organizations) are non-profit voluntary citizens' groups organized around a core set of goals or principles which they drive toward through action. CRM tools are critical for NGOs and SugarCRM is a natural fit given its open source, collaborative approach to development.
NGOs can appreciate the unique customizability of Sugar since traditional sales tools are often necessary for them but need to be re-conceptualized around this unique industry. With this session, we kick off an exciting partnership between the community of NGOs, SugarCRM, and the extended set of partners and customers that comprise the Sugar ecosystem. We discuss some of the unique needs NGOs have for CRM and demonstrate how two specific organizations -- The Robin Hood Foundation and StoryCorps -- have customized versions of Sugar to meet those needs. We demonstrate the business case for a coalition of NGOs driving Sugar development that is focused on the unique needs of NGOs, and provide concrete next steps for the build-out of a robust NGO community for Sugar.
Presented at SugarCon 2011 by Heather Johnson, Robin Hood Foundation, Adrian Boerstra, Intricity, Dean Haddock, StoryCorps
HDI Capital Area One Day Leadership Conference and Vendor Expo 2018hdicapitalarea
Here are a few key things to consider in determining if your organization is ready to use bots to communicate with customers:
- Customer readiness - Are your customers open to interacting with bots? Have you surveyed customers to understand their comfort level? Bots may not be a good fit if customers strongly prefer human interactions.
- Use cases - Identify specific tasks or questions that bots could handle well, such as simple FAQs, order status checks, appointment scheduling. Start with well-defined use cases that have clear parameters.
- Skills and resources - Do you have the in-house skills to select, develop, deploy and maintain bots? Or do you need to outsource some or all of these capabilities? Budget and plan accordingly
Hdi Capital Area Program Slides May 18 2018hdicapitalarea
HDI Updates and an interactive, entertaining, and informative session will reveal the philosophy and methodology the Johns Hopkins support organization used to create a culture of transparency and staff engagement that produced high-performing teams.
Hdi Capital Area Updates and Presentation April 20 2018hdicapitalarea
HDI Capital Area Updates and Presentation by ITSM expert Jessica Alfaro from Acuity addresses common technical and cultural roadblocks to situational awareness in IT organizations and best practices for achieving a break through.
HDI Capital Area Meeting February 2019 What’s New and Changing with ITIL 4!hdicapitalarea
A major revision to the ITIL framework, ITIL 4, is coming out on February 28th. We're here to give you the latest and greatest details, including: what's changing, what's not, what the new certification path will look like, and when courses will become available. We will also leave lots of time to answer all of your burning questions. Join us for this informational session!
Key takeaways for attendees:
• Comparison of ITIL v3 versus ITIL 4
• Overview of how ITIL integrates with Agile, DevOps, and Lean
• Discussion on how to leverage the new concepts
HDI Capital Area Meeting May 2019 Cybersecurity Planning for the Modern Techn...hdicapitalarea
By the end of this course you will understand the current security landscape and have the tools to engage your organization to improve its security posture.
HDI Capital Area Meeting March 2019 Next Step Quality: 5 Steps to Increasing ...hdicapitalarea
About the Program
You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive presentation for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave motivated to begin implementing these strategies and increasing quality on your service desk right away!
Learn how to:
- Assess the quality of your current support
- Utilize in-house resources to tailor and deliver a comprehensive training program
- Leverage knowledge management
- Enforce policies to ensure information is retained and utilized
- 180 Degrees Consulting is a university-based consultancy with over 140 branches globally. The NIT Trichy branch provides students exposure to management consulting.
- The branch aims to create lasting social impact and increase client effectiveness through social impact projects, problem solving, and spreading consulting culture.
- Services include market research, strategy, data analytics, and more for startups, non-profits, and campus clients. Projects follow a 5-step engagement cycle to ensure quality.
- The team has won awards and maintains high standards through a rigorous selection process and training. Past clients provide positive testimonials, praising the team's professionalism and impactful work.
The future of customer support is AI-driven automation. Soon, we’ll interact conversationally with bots that know who we are and how to fix our problem right the first time. Soon, the capabilities of virtual agents will far exceed those of today’s best humans. We’ll receive support that is more reliable than friends, more accurate than social media, and less frustrating than waiting on hold.
In this session, we’ll discuss how artificial intelligence is impacting IT. We’ll cover research trends, technical challenges, and the cultural implications of AI-driven automation. We’ll also discuss how AI and natural language processing (NLP) can be used to improve KPIs like MTTR, FCR, cost per ticket, and customer satisfaction.
You'll leave better informed, less frightened, and armed with actionable advice to help you spearhead your team's vision for the future of IT.
Explore the latest talent insights and product updates designed to help you plan for the year ahead. Plus, learn how to engage remote candidates, upskill internal talent, and hire more strategically with our latest enhancements.
Digital Transformation in Recruitment Slade Partners 2013Elizabeth Ebeli
Digital transformation involves assessing how digital technology is impacting an organization, creating a plan to change processes, people and technology to take advantage of digital opportunities, and managing the implementation of changes across the organization in job roles, outsourcing, staff training and use of digital marketing and recruiting tools. Leading companies are embracing social media and digital tools in their recruiting processes to more effectively find, engage and screen candidates through enhanced communication and relationship building. Successful social recruiting involves active engagement on social networks and profiles to source candidates, build relationships, and share content while mitigating risks and measuring the impact of recruiting campaigns.
HDI Training Presentation Titletown HDI 4 21 09titletownhdi
HDI is the world's largest association for technical support professionals, founded in 1989 and headquartered in Colorado Springs, Colorado. It has over 7,500 members across 68 local chapters globally. HDI provides association membership, annual conferences, individual certification and training programs, site certification and assessments, and a customer satisfaction index service to technical support professionals.
The document discusses how digital credentials and competency-based hiring can help reduce bias in hiring. It describes panels from Credly, the Information Technology Senior Management Forum, and the Healthcare Businesswomen's Association discussing how their organizations are using digital badges to recognize skills and make competencies more transparent. Examples include badges to recognize volunteer experience and leadership programs aimed at developing underrepresented groups in different industries. The panels address how digital credentials can improve accessibility in the hiring process by focusing on skills over traditional credentials.
- The document provides an overview of Jaishree Sanadhya's background, international experience, career goals, and skills analysis as she applies for an IMBA program.
- She has lived in multiple cities in India and visited over 20 states, developing skills in building trusted relationships and resolving conflicts. International work trips exposed her to diverse cultures.
- Her goal is to work for companies like Amazon, SAP, or Schneider Electric in a commercial or strategy role focusing on supply chain operations and technology. An IMBA would help her gain management skills and business knowledge to be competitive for these roles.
- She analyzes the critical skills required like leadership, digital skills, operations knowledge, and a global mind
This document provides a disclaimer and overview of an event discussing the people agenda for digital transformation in insurance. It includes an agenda with panels on the future of work, digital culture, talent acquisition, and talent development. There is also information on upcoming TDI awards and how to provide feedback on the event. The panels discuss challenges such as retaining talent and the need for learning and development opportunities, as well as solutions like developing employees and internal mobility. Contact details are provided for follow up.
LTS EMEA Affiliate Program Introduction July 14th 2014Andy Lea
The document introduces LinkedIn's affiliate program, which aims to expand LinkedIn Talent Solutions' reach by partnering with external consultants and agencies. The program will focus on educating affiliates about LinkedIn's talent solutions, enabling affiliates to refer qualified leads to earn commission, and potentially exploring service partnerships. Affiliates can earn commission ranging from 5-12.5% based on the total quarterly revenue generated from leads they refer. The document provides information on LinkedIn as a company and outlines the opportunities, commission structure, and next steps for affiliates.
SPS Honolulu 2018 | Humans in Tech - How to Build Diversity Programs with Col...Heather Newman
Join Microsoft MVP and Content Panda CMO, Heather Newman as she walks through real-world examples of community and collaboration based solutions for building diversity in the workplace, humans in tech. She will walk through a Yammer example, Microsoft Teams example and Microsoft planner example. This session will also give tips and tricks for building male & female allies as well as resources for humanizing the workplace.
ITIL 4 – the 4th Industrial Revolution and Intelligent Process Automationhdicapitalarea
ITIL 4, the 4th industrial revolution, the rise of the bots, AI and Intelligent Process Automation. What does it mean for service desk today and the service desks of tomorrow? This virtual event shows how the 4th industrial revolution will/has changed IT and in turn how the service desk community is being impacted.
The Bottom Line of Software Asset Managementhdicapitalarea
A successful Software Asset Management (SAM) program has many aspects to consider and does not stand alone from other organizational Service Management practices.
This document provides information about an upcoming HDI Capital Area event. It includes details about the event such as date, location, speakers, agenda, and registration information. It also lists the chapter officers and provides announcements about upcoming HDI events, training opportunities, and programs. The main presentation will be on a simple approach to security and how to assess security risks and implement basic protections.
May 2017 HDI Capital Area Presentation & Meeting Slides 050917hdicapitalarea
This document provides information about an upcoming HDI Capital Area Local Chapter event. It lists the chapter officers and leadership council. It announces award finalists for various HDI awards. It provides updates from HDI Corporate about the annual conference. It outlines the agenda for the current event, including a networking session, announcements, a relationship building activity, and a general session speaker. It invites attendees to the next local chapter event, an annual luncheon and teambuilding cruise.
HDI Capital Area Meeting Slides October 21 2016hdicapitalarea
This document summarizes an event for the HDI Capital Area Local Chapter held on October 21, 2016. It included a vendor fair and networking event in the morning, and multiple speakers in the afternoon. Speakers included Kevin Smith from Heat Software discussing change management, Jeff Rumburg from MetricNet on benchmarking, and Chris Wiggins from Cherwell Software on knowledge-centered support. Upcoming events were also announced, including roundtable discussions on HDI Forum membership and the HDI Industry Awards nomination deadline. The next chapter meeting was scheduled for December 9th and would include the annual awards luncheon and a keynote speech by Phil Gerbyshak.
HDI Capital Area Meeting Slides August, 19 2016hdicapitalarea
The document summarizes an agenda for an HDI Capital Area Local Chapter meeting on August 19, 2016. The agenda included lunch and networking, a presentation on IT service management, and a survey and prize drawing. Upcoming meeting dates and locations were also listed. The document provided information on new features for HDI membership and connectivity, industry awards and certifications, and discounts for an upcoming conference.
Hdi Capital Area April 17 2015 Meeting Slideshdicapitalarea
This document provides updates from the HDI Corporate office and the HDI Capital Area Local Chapter. It announces a new certification course focusing on exceeding customer expectations and the upcoming FUSION 15 conference. It also advertises webinars on integrating ITSM, DevOps, and the March/April issue of SupportWorld. The document notes the local chapter is reducing events to 8 per year on Fridays and upcoming officer elections. It thanks sponsors and introduces today's speaker on applying Agile and ITIL principles.
HDI Capital Area Local Chapter March 2016 Meeting hdicapitalarea
HDI Capital Area Local Chapter March 2016 Meeting. HDI Updates, membership, presentation on Hiring and Compensation by Christie Shell, Robert Half Technology
HDI Capital Area Meeting Slides February 26 2016hdicapitalarea
This document summarizes a meeting of the HDI Capital Area Local Chapter that included updates from HDI Corporate and the local chapter. The meeting agenda included a lunch and networking session, followed by a program featuring a presentation on personal development and realizing one's full potential given by speaker LaTonya Morgan. The presentation discussed personal development as a lifelong process, setting goals and priorities, determining one's motivations, and tips for self-improvement. It encouraged attendees to reflect on their aspirations and how to maximize their potential.
HDI Capital Area Meeting Slides October 2015hdicapitalarea
This document provides an agenda for an HDI Capital Area Local Chapter vendor fair and networking event taking place on October 23, 2015. The agenda includes updates from HDI Corporate and the local chapter, speakers on various topics, and prize drawings for attendees. Networking opportunities will be provided during breakfast, lunch, and breaks between presentations.
HDI Capital Area Meeting Slides August 28, 2015hdicapitalarea
This document provides updates from HDI Corporate and the HDI Capital Area Local Chapter. It announces that HDI's annual support center survey is open, with an Apple Watch given as a prize for participating. Membership discounts and benefits are noted. New content for members includes research, articles, and white papers on topics like IT support, IT culture, service management, DevOps, and quality assurance. The document thanks sponsors of the HDI CA 2015 event and introduces today's speaker, IT industry veteran Malcolm Fry.
HDI Capital Area Announcements and Meeting Presentation 2.20.2015hdicapitalarea
This document provides an update from HDI Capital Area and HDI Corporate. It summarizes new resources available, including the HDI Support Center Standard document and a KCS Principles course. Upcoming events are announced, including the 2015 HDI Conference and local chapter meetings. Changes to the HDI Capital Area chapter for 2015 are outlined, reducing events to 8 per year on Fridays. Finally, Marcel Shaw from LANDesk is introduced as the speaker to discuss ITIL best practices.
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
“An Outlook of the Ongoing and Future Relationship between Blockchain Technologies and Process-aware Information Systems.” Invited talk at the joint workshop on Blockchain for Information Systems (BC4IS) and Blockchain for Trusted Data Sharing (B4TDS), co-located with with the 36th International Conference on Advanced Information Systems Engineering (CAiSE), 3 June 2024, Limassol, Cyprus.
Infrastructure Challenges in Scaling RAG with Custom AI modelsZilliz
Building Retrieval-Augmented Generation (RAG) systems with open-source and custom AI models is a complex task. This talk explores the challenges in productionizing RAG systems, including retrieval performance, response synthesis, and evaluation. We’ll discuss how to leverage open-source models like text embeddings, language models, and custom fine-tuned models to enhance RAG performance. Additionally, we’ll cover how BentoML can help orchestrate and scale these AI components efficiently, ensuring seamless deployment and management of RAG systems in the cloud.
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
By highlighting the potential advantages and challenges of integrating AI with XML development tools and languages, the presentation seeks to inspire thoughtful conversation around the future of XML development. We’ll not only delve into the technical aspects of AI-powered XML development but also discuss practical implications and possible future directions.
Your One-Stop Shop for Python Success: Top 10 US Python Development Providersakankshawande
Simplify your search for a reliable Python development partner! This list presents the top 10 trusted US providers offering comprehensive Python development services, ensuring your project's success from conception to completion.
Driving Business Innovation: Latest Generative AI Advancements & Success StorySafe Software
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
Essentials of Automations: The Art of Triggers and Actions in FMESafe Software
In this second installment of our Essentials of Automations webinar series, we’ll explore the landscape of triggers and actions, guiding you through the nuances of authoring and adapting workspaces for seamless automations. Gain an understanding of the full spectrum of triggers and actions available in FME, empowering you to enhance your workspaces for efficient automation.
We’ll kick things off by showcasing the most commonly used event-based triggers, introducing you to various automation workflows like manual triggers, schedules, directory watchers, and more. Plus, see how these elements play out in real scenarios.
Whether you’re tweaking your current setup or building from the ground up, this session will arm you with the tools and insights needed to transform your FME usage into a powerhouse of productivity. Join us to discover effective strategies that simplify complex processes, enhancing your productivity and transforming your data management practices with FME. Let’s turn complexity into clarity and make your workspaces work wonders!
Generating privacy-protected synthetic data using Secludy and MilvusZilliz
During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
Ivanti’s Patch Tuesday breakdown goes beyond patching your applications and brings you the intelligence and guidance needed to prioritize where to focus your attention first. Catch early analysis on our Ivanti blog, then join industry expert Chris Goettl for the Patch Tuesday Webinar Event. There we’ll do a deep dive into each of the bulletins and give guidance on the risks associated with the newly-identified vulnerabilities.
Unlock the Future of Search with MongoDB Atlas_ Vector Search Unleashed.pdfMalak Abu Hammad
Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
* What is Vector Search?
* Importance and benefits of vector search
* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
Cosa hanno in comune un mattoncino Lego e la backdoor XZ?Speck&Tech
ABSTRACT: A prima vista, un mattoncino Lego e la backdoor XZ potrebbero avere in comune il fatto di essere entrambi blocchi di costruzione, o dipendenze di progetti creativi e software. La realtà è che un mattoncino Lego e il caso della backdoor XZ hanno molto di più di tutto ciò in comune.
Partecipate alla presentazione per immergervi in una storia di interoperabilità, standard e formati aperti, per poi discutere del ruolo importante che i contributori hanno in una comunità open source sostenibile.
BIO: Sostenitrice del software libero e dei formati standard e aperti. È stata un membro attivo dei progetti Fedora e openSUSE e ha co-fondato l'Associazione LibreItalia dove è stata coinvolta in diversi eventi, migrazioni e formazione relativi a LibreOffice. In precedenza ha lavorato a migrazioni e corsi di formazione su LibreOffice per diverse amministrazioni pubbliche e privati. Da gennaio 2020 lavora in SUSE come Software Release Engineer per Uyuni e SUSE Manager e quando non segue la sua passione per i computer e per Geeko coltiva la sua curiosità per l'astronomia (da cui deriva il suo nickname deneb_alpha).
AI-Powered Food Delivery Transforming App Development in Saudi Arabia.pdfTechgropse Pvt.Ltd.
In this blog post, we'll delve into the intersection of AI and app development in Saudi Arabia, focusing on the food delivery sector. We'll explore how AI is revolutionizing the way Saudi consumers order food, how restaurants manage their operations, and how delivery partners navigate the bustling streets of cities like Riyadh, Jeddah, and Dammam. Through real-world case studies, we'll showcase how leading Saudi food delivery apps are leveraging AI to redefine convenience, personalization, and efficiency.
Unlocking Productivity: Leveraging the Potential of Copilot in Microsoft 365, a presentation by Christoforos Vlachos, Senior Solutions Manager – Modern Workplace, Uni Systems
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Choosing the right website developer is crucial for your business. This article covers essential factors to consider, including experience, portfolio, technical skills, communication, pricing, reputation & reviews, cost and budget considerations and post-launch support. Make an informed decision to ensure your website meets your business goals.
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slackshyamraj55
Discover the seamless integration of RPA (Robotic Process Automation), COMPOSER, and APM with AWS IDP enhanced with Slack notifications. Explore how these technologies converge to streamline workflows, optimize performance, and ensure secure access, all while leveraging the power of AWS IDP and real-time communication via Slack notifications.
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slack
HDI Capital Area Awards 2019
1. 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
2. www.hdicapitalarea.com
Thank You 2019 Sponsors!
PLATINUM
MIL Corporation
SILVER
DriveSavers
Cherwell
BRONZE
HumanTouch
Robert Half Technology
GOLD
Ontrack
4. www.hdicapitalarea.com
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
5. www.hdicapitalarea.com
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
7. 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
www.hdicapitalarea.com
Learn. Grow. Achieve
11. 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
www.hdicapitalarea.com
Non-Member Code: LCDC
12. What’s Hot at HDI: Training!
www.hdicapitalarea.com
• 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
13. • 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
www.hdicapitalarea.com
• Support Center Strategy: Updated Course coming soon
• Director/Manager/Team Lead Courses: Undergoing revisions
in 2019
14. What’s Hot at HDI: Webinars!
www.hdicapitalarea.com
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
15. www.hdicapitalarea.com
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
16. 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
www.hdicapitalarea.com
17. 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
www.hdicapitalarea.com
18. 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.
www.hdicapitalarea.com
20. 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
www.hdicapitalarea.com
21. 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
www.hdicapitalarea.com
22. 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
www.hdicapitalarea.com
23. 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
www.hdicapitalarea.com
25. 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
www.hdicapitalarea.com
26. 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
www.hdicapitalarea.com
27. 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
www.hdicapitalarea.com
28. 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
www.hdicapitalarea.com
29. 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
www.hdicapitalarea.com
31. 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
www.hdicapitalarea.com
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
32. 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
www.hdicapitalarea.com
33. 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
www.hdicapitalarea.com
34. 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
www.hdicapitalarea.com
35. 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
www.hdicapitalarea.com
36. 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
www.hdicapitalarea.com
37. 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
www.hdicapitalarea.com
38. 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
www.hdicapitalarea.com
39. 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
www.hdicapitalarea.com
40. 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
www.hdicapitalarea.com
41. 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
www.hdicapitalarea.com
42. 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
www.hdicapitalarea.com
43. “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
www.hdicapitalarea.com
44. 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
www.hdicapitalarea.com
45. 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
www.hdicapitalarea.com
46. 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
www.hdicapitalarea.com
47. 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
www.hdicapitalarea.com
48. 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
www.hdicapitalarea.com
49. 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
www.hdicapitalarea.com
50. 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
www.hdicapitalarea.com
51. 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
www.hdicapitalarea.com
52. 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
www.hdicapitalarea.com
53. 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
www.hdicapitalarea.com
54. 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
www.hdicapitalarea.com
55. 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
www.hdicapitalarea.com
56. 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
www.hdicapitalarea.com
57. 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
www.hdicapitalarea.com