Advisory Boards
Bob Barnes has been in IT for more than 18 years and has managed help desks in the government, pharmaceutical, manufacturing, telecommunications and financial industries. He has managed in-house help desks and he has also worked for a Tier One Outsourcing Corporation managing its large IT outsourcing (Managed Services) contracts. As such, Bob has seen the benefits to both outsourcing and in sourcing.
Ron Muns is an international leader in help desks/customer support industry and is frequently quoted on key issues and concerns. He is credited with having a significant global impact on the professionalism of the help desk/customer services industry. Ron has more than 25 years of experience as the founder of HDI, as a software engineer, as creator of several successful commercial software products, as a "Big Six" consultant, and as an IT strategist. Ron is a Certified Public Accountant, Certified Information Systems Auditor, and holds a Certificate in Data Processing. He has a Bachelors Degree in Business Statistics from the University of Texas at Austin.
Ed is currently the IT Customer Support Supervisor for the Navy Exchange Service Command (NEXCOM), whose mission is to provide quality goods and services at a savings and to support quality of life programs for our customers (military active duty, family members, retirees, National Guard, and reservists) around the world, both ashore and at sea.
Over the past 12 years, he has taken NEXCOM's IT Help Desk from a two person, pen & paper start-up to a 24/7 worldwide operation, which is in the process of migrating to an ITIL framework. Ed is HDI Help Desk Manager, ITIL Foundations and IPSR certified. He has a B.S.B.A. in Marketing and Financial Management as well as an MBA from Old Dominion University.
Tommy Barnett is a Senior Manager of Customer Interaction Center consulting with The North Highland Company specializing in helping clients across idustries develop and enhance their Service & Support Center practices, processes and cost improvement methodologies. Tommy is a certified Support Center Director, Instructor and Site Auditor specializing in service and support operations with more than 20 years management and consulting experience in designing, staffing and assessing service & support centers; developing service strategies, service level management and educational programs, as well as performing project management.
As the Director of the Enterprise Service Center for PerceptIS, Heather is responsible for service delivery of the Enterprise Service offerings to their many clients who are primarily in the Higher Education, Government and Non-profit industries. PerceptIS uses a combination of onsite and virtual agents to service their customer base. Prior to joining PerceptIS, Heather was an IT Support Services Practitioner and Operations Program manager for Bristol West Insurance Group. Before moving into IT full-time nearly 10 years ago, Heather’s experience was based in training, management and as a US Navy Aircrewman where she was in charge of Naval Air Training Operations (NATOPS) qualifications for the HC-3 Packrats aircrewmen.
Heather has been an active HDI member since 1999 in the North Coast Chapter and is currently the VP of Programs. She is also a member of HDI’s Strategic Advisory Board (SAB). Heather was the chairperson of the North Coast chapters HDI AOY committee for a number of years and has served on the local, regional and national judging panel for this award. Heather is an HDI Certified Support Center Manager.
For over 10 years Russell led I.T. support groups. At Affiliated Computer Services he managed 5 outsourced help desks for over 165 clients. He later joined the Thomson Corporation where he led the Technical Support Department for PPC. He was recruited by McAfee to serve as the Global Manager of Help Desk and Application Support. He managed a global support team and opened a new, 24x7 offshore support offering in Bangalore India. Russell has also worked on special projects with Accenture as a Service Level Manager for SBC/Yahoo and Electronic Data Systems as an I.T.I.L. Manager for an implementation for the U.S. Treasury and the Federal Reserve Bank of Dallas. Currently he serves as Manager User Services for Centex Homes. Locally he is involved in the DFW chapter serving as Vice President of Vendor Relations. Nationally he is active in HDI serving on the Strategic Advisory Board. His certifications include ITIL Foundations and ITIL Practitioner Support and Restore. He graduated Summa Cum Laude from Northwood University with a BBA Management.
Jason Coffin is the Vice President of Customer Support Services for Financial Partners, Inc. He is a strategic executive who is responsible for defining operations, enhancing client services, developing new support offerings and expanding existing business. His team provides technical help desk, on-line banking, contact center, security administration, hardware maintenance, remedy hosting and network monitoring services to a variety of client organizations throughout the Farm Credit System. The Customer Support Services team is a world class services provider. They have obtained the Center of Excellence certification from Purdue University and won an industry Support Team of the Year — Best Practices award in 2002. The staff has expertise in business and technical areas, and each member is empowered to resolve both technical help desk and business contact center issues reported from customers. Jason has worked in numerous business sectors, including government, healthcare, consulting, financial services and technology. He has obtained a variety of technical certifications and holds a Bachelors of Science in Accounting from Chapman University.
John Coles is the Sr. Program Manager at Dell Inc. focusing on Service Desk tools and technology standards for Dell Managed Services. John has worked in the call center industry for the past 13 years. He spent four years at Apple Computer working as a front-line agent and later advanced into management. As well, John spent time as a Six Sigma Process Engineer for Sears call centers. His work at Dell has involved several facets of the business including Call Center Management, and Problem Management for technical support and World Wide Manufacturing. In addition, John led the Product Management team for Dell’s Global Contact Channel Technologies, implementing solutions across the phone, email, chat and web channels. John holds a Bachelor of Science in Journalism from Texas A&M University, and a MBA from St. Edward's University.
John Custy is the founder and Managing Partner for JPC Group; an organization focused on improving customer satisfaction, employee morale and business processes. John is recognized for his innovation and ability to identify the changes necessary for an organization to improve.
Rita Dadtka is the Manager of the Technology Assistance Center at Foley & Lardner LLP. Rita manages a staff of 15 analysts who provide technical support to 18 offices. Rita joined Foley & Lardner LLP in November 2000 as the Supervisor, she became Manager in April 2004. The Technology Assistance Center (TAC) has grown from an organization focused on helping with basic computer problems to a multi-faceted group handling a wide variety of technology-related events from video conference scheduling to Blackberry activations and troubleshooting under Rita’s guidance. The Technology Assistance Center’s energy is focused on providing superior customer service. The teams average first call resolution rate is 82%. Key factors in achieving this resolution rate are continual training, knowledge transfer, and low staff turnover within the department. Rita is a member of the local HDI chapter and attends local ILTA (International Legal Technology Association) meetings. Rita currently holds the Certified Software Manager, Advanced Software Manager, and MOS Outlook XP certifications.
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