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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.
With over fourteen years in the information technology field, Myra Davis is the Assistant Vice President at Texas Children's Hospital. Currently as the AVP of Information Services, Myra has the responsibility to enhance the operation and services of the IS department by maintaining on-going emphasis on customer values, project management, teamwork and implementation of successful operational practices. Her responsibilities include leading a management team of 4 and a staff of 150.
Ann Glosny is the Director of Information Services Customer Support at Schreiber Foods, Inc. Schreiber is the largest private label cheese manufacturer in the world. The Customer Support Team provides service to over 4,500 employees across the company. The team is comprised of help desk and data center operations, change management, asset management, hardware and desktop support, security administration, and most recently added to the team is the telecomm area. Prior to joining the Information Services division 3 years ago, Ann held various positions within the business at Schreiber in both Customer Service and Finance. Her main focus has been leading her team to delivering "exceptional customer service" to the organization. Over the last few years the help desk has implemented 24x7 support, centralized the security function, and begun implementing ITIL processes. Ann earned her Bachelor of Business Administration from St. Norbert College and has completed HDI's Support Center Leadership Program.
Rich Hand, executive director of membership, is responsible for the strategic direction and day-to-day operations of HDI membership. Dedicated to adding value to the HDI membership programs, he leads the team responsible for delivering valuable content, publications, products, and services to the members. Previously, Rich spent 9 years implementing and managing the customer service centers for a Fortune 500 services company. He holds a B.S. in applied science and marketing from the University of Binghamton, NY.
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development, sales, and delivery of HDI’s training and certification offerings.
Sophie has been an influential member of the HDI team since 1992. She focused on event planning, content and coordinating speaker development for the first two years with HDI as well as managed HDI’s human resource department for 8 years. Since 1999, Sophie serves as the Local Chapter Membership Director and Chief Member Advocate, working closely with Local Chapter officers and members to maintain open lines of communication, representing members needs and issues and building strong relationships with all of HDI’s chapters, officers and members at large.
Peggy is responsible for finance and operational processes. She joined HDI in 1999 and is currently involved in financial reporting and budgeting, contract negotiations, business partner relationships and operational strategies for the company. Prior to joining HDI, Peggy was a director for four years in a local accounting firm. Earlier, Peggy was with Price Waterhouse in San Jose, California and then in Denver. She graduated from the University of Northern Colorado with a B.S.B.A. and then became a CPA in 1981 and practiced in the field of accounting and finance for 19 years.
emerging modes of communication, i.e. blogs, wikis, RSS, podcasts, collaborative tools and the growing phenomena of participatory communications and their effect on media, business and society.
With more than 14 years experience in the help desk industry, Mr. Ryan currently works as a consultant for International Business Machines Corporation. His areas of expertise are in Help Desk implementations and Information Technology Infrastructure Library (ITIL®) assessments.
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