HDI Skyway

HDI Skyway’s Taste of the HDI 2013 Conference

March 19th, 1:00 to 4:00 p.m.

Featuring presentations from:

• Mike Hanson — Adapting Workflow management tools to service and support
• Kelly Polo — Journey through desktop optimization
• Cay Robertson — Shame to fame in operational excellence

Mike Hanson will be presenting Adapting Workflow Management Tools to Service & Support.  Mike has been involved with many aspects of IT over the past twenty-five years, from application development to the service desk to desktop support. Today he is a senior IT manager at UnitedHealth Group, Inc., where he proactively seeks ways to improve the delivery of service to more than 90,000 clients, through process improvement, knowledge and problem management, metrics and reporting, tool development, training, and business liaisons.  He is a regular contributor to SupportWorld and maintains a leadership blog at www.middlemgr.com.  He is a certified HDI Support Center Manager and he holds both his ITIL Foundation and Practitioner certificates. He is also a member of the HDI Desktop Support Advisory Board.

Kelly Polo will be presenting Journey through Desktop Optimization.  Kelly has over 30 years of Utility Company experiences, 14 of which have been sent in Desktop support in both 1^st and 2^nd level.  Over the last 5 years Kelly has been focused on Desktop Optimization. Through standardization and process improvements Progress Energy has transformed their second level support organization from traditional field support team to a dynamic part of the technology support team, working in conjunction with first level support, to increase 1st call resolution and reduce 2nd level support cost, resources, and travel time.

Cay Robertson will be presenting Shame to Fame in Operational Excellence.  She has over 25 years of experience in IT.  She has worked at Tampa Electric Company for 33 years, holding positions from Cost Accounting, Asset Management, and Desktop Support. She currently manages an awesome Service Desk and Access Administration team for 3500 employees.   Her Service Desk team won the HDI Team Excellence Award in 2009.  As a leader, she is constantly looking for ways to improve the quality of the Service Desk by participating in industry benchmarking studies, customer focus groups, and leadership book clubs. She participated in the creation of the 2011 & 2012 Desktop Support Practices & Salary Report and is a member of the HDI Editorial Board.  She is currently the President of the Skyway HDI Chapter in Tampa and the Chairman of the HDI Desktop Advisory Board.

 Meeting held at:

Agenda

• 1:00 p.m – Meeting kick-off
• 1:15 p.m. – Mike Hanson
• 2:15 p.m. – Kelly Polo
• 3:15 p.m. - Cay Robertson
• 4:00 – Meeting is concluded