The HDI community thrives on collaboration, innovation, and the shared expertise of its members. This year, we're proud to introduce an exceptional group of thought leaders who are shaping the future of IT service and support. From AI-driven solutions and service management to leadership, mentorship, and experience management, these professionals bring a wealth of knowledge and insight to help you elevate your strategies and achieve your goals.
Get to know this year's Featured Contributors and connect with them to spark new ideas and opportunities.
Ben Boyd III, St. Jude Children's Research Hospital
Expertise: Service Management, Metrics, Process Improvement, Collaboration
Connect with Ben: Ben Boyd III | LinkedIn
Daniel Guinto, Sr. Manager, CIBC and Service Desk
Expertise: Service Desk, Manage Services, Client Relationship, Implementation, IT Service Management, Leadership, Mentorship
Connect with Daniel: Daniel Guinto | LinkedIn
Dawn Khan, Senior Business Consultant, Cognizant
Expertise: AI driven Support, Service Delivery Continuous Improvement, Capability Maturity Modeling, Knowledge Centered Support.
Connect with Dawn: Dawn C Simmons (Khan) | LinkedIn
Doug Rabold, CXO, Bold Ray Consulting
Expertise: XLAs; Experience Management Office (XMO); IT Experience Management (ITXM); Employee Experience (EX); Leadership and Culture
Connect with Doug: Doug Rabold ITIL®, HDI-CI | LinkedIn
Doug Tedder, Owner and Principal Consultant, Tedder Consulting LLC
Expertise: Service Management, Experience Management, Service Desk
Connect with Doug: Doug Tedder | LinkedIn
Gil Brucken, Director of Restaurant Support
Expertise: Employee engagement/building high performance teams, service desk fundamentals
Connect with Gil: Gil Brucken | LinkedIn
Glen Hoffmann, Sr. Business Process Consultant, AHEAD
Expertise: AI, governance, process
Connect with Glenn: Glen Hoffmann | LinkedIn
Judith Platz, Chief Customer Officer, SupportLogic
Expertise: Support, AI in Support/Contact Center, Customer Effort, knowledge management, self service, support as a profit center, support as a differentiator, support experience
Connect with Judith: Judith Platz | LinkedIn
Linda Lenox, Principal Consultant, Ingleby Lenox, LLC
Expertise: Service Desk optimization, ITSM/ITIL, women in tech, ageism in tech, developing the front line, mentorship
Connect with Linda: Linda Lenox, PMP, ITIL Strategic Leader | LinkedIn
Matt Beran, IT Industry Analyst, InvGate
Expertise: Digital Collaboration, IT Strategy, Leadership, Business Process, IT Service Management, ITIL, Service Management, Process Improvement, Service Delivery, Enterprise Software, Information Technology, Management
Connect with Matt: Matt Beran | LinkedIn
Rachel Mulry, Associate CIO for Planning and Customer Service, SMU
Expertise: Leadership, process improvement, building teams, data analytics
Connect with Rachel: Rachel Mulry | LinkedIn
Randy Steinberg, Principal Architect, TekSystems
Expertise: IT Service Management, Incident/Problem Support, Service Desk Operations
Connect with Randy: Randy Steinberg | LinkedIn
Rocky McGuire, Head of North America, Service Desk, Unisys
Expertise: Leadership, Servant Leadership, Outcome, Experience Management, AI
Connect with Rocky: Rocky McGuire | LinkedIn
Susan Smith, Program Manager, GTS
Expertise: Cybersecurity, Incident Response, Customer Excellence in End User Support, C-Suite Conversations
Connect with Susan: Susan Smith | LinkedIn
Thomas Lorentz, Former Director of IT Support, UKG
Expertise: Leadership, ITSM, Chatbots, AI use cases
Connect with Thomas: Tom Lorentz | LinkedIn
Tom Wilk, IT Manager, Taylor Morrison
Expertise: Leadership, ITSM, Change Management
Connect with Tom: https://www.linkedin.com/in/tom-wilk/
Tracey Renzi, Service Desk Manager, DAS Health
Expertise: Changes in Service Desk over 25 years; Employee support and development, surviving a RIF; leadership in a remote work environment; Leading a diverse team; Leading multi-generational teams
Connect with Tracey: Tracey R. | LinkedIn
Wilson Pardi Junior, Embedded Systems Software & Semiconductor Lithography Engineer, NuFlare Technology Inc.
Expertise: Semiconductors / Electronics / Software Design & Testing / Use of AI in Embedded Systems
Connect with Wilson: WILSON PARDI JUNIOR | LinkedIn