3. Welcome Attendees
Analyst and Desktop Support Technician Nominees
Sean Biederman, The MITRE Corporation
Michael Brown, IssueTrak
Christopher Bullbear, DISA’s Joint Staff Support Center
Patrick Chauteh, George Mason University
Kamilah Dubard
Judith Ellifritz, Erickson Living
Luis Galvan, George Washington University
Kesha Marcelle, Serco-NA
Ibrahim Mohamed, George Mason University
Jose Angelo Rodriguez Ramilo, TCG
Dan Sheffer, George Washington University
Daniel Shirk, L-3 STRATIS
Lori Terwilliger,Outreach Process Partners
Liem Vuong, Marriott
Ahmed Chowdhry, Acentia
Lionel Girukwigomba, HumanTouch, LLC, FDA Customer Support Services
Raymond Jordan, DISA’s Joint Staff Support Center
Jaime Pagan, DISA’s Joint Staff Support Center
Marley Withrow, George Mason University
4. Special Guests
• Leslie Cook, Director of Membership, HDI
• Kerri Hanna, Membership Coordinator, HDI
• Tiffany Vaughn, Account Manager,
Northeast & Mid-Atlantic, HDI
• Marie Clark, Former Northeast Regional
Director
• Kirk & Rebecca Weisler
• Our Judges (more later)
5. The HOPE Project
www.hopeprojectdc.org
• Raymond Bell, Founder
• Mission
• History
• HDI Member Support
7. HDI Team Certified
• New level of recognition for support
teams with at least 80% of staff HDI-
certified
• Annual award includes recognition in
HDI publications and a crystal award to
display on-site
• Application fee of $150 (collected after
team qualification has been verified)
• Register at ThinkHDI.com/HDITC
– Contact your account manager or the
Customer Care Center for assistance
• Watch for more information in
upcoming mail, newsletters, and emails
8. HDI Awards
• Each year, HDI awards the highest honors
in the IT service and technical support
industry
• These awards recognize support
professionals at all levels and as individuals,
teams, and organizations
• View the different awards options and
submit nominations online
www.ThinkHDI.com/Membership/Awards
9. HDI 2013 Conference & Expo
• Get your license to learn at next year’s conference and
expo!
April 16–19, 2013, under the lights of Las Vegas at Mandalay Bay!
• Stay on the cutting edge of industry trends, gain topic-
specific expertise, be inspired, and network with your
peers
• Even better: As HDI members (gold and above), you save
$200 on your HDI 2013 registrations!
Register at www.HDIConference.com
10. HDI 2013 Conference & Expo
• Register by February 15, 2013, and you
could save up to $500!
Early Bird Discount $200
Alumni Discount $100
Member Discount (Gold and above) $200
Save $500
11. Tell Us Your Story – HDI Training
• You’ve earned the bragging rights - share
your story with us so we can share it with
the world.
• Case studies will be featured in certification
and training marketing in 2013.
• Contact your account manager or visit
ThinkHDI.com/TrainingCase.
12. Desktop Support Survey
• Currently collecting data for the 2013
report.
• Take the survey by December 17 to be
entered into first prize drawing for an
Apple iPad Mini.
• Share with your desktop support
colleagues: ThinkHDI.com/DS2013Survey
13. 2012 HDI Customer Satisfaction Benchmarking Study Report Released!
The 2012 HDI Customer Satisfaction Benchmarking Study
Report is one of the many benefits of HDI membership!
Using the HDI Customer Satisfaction Index (CSI) Service, HDI
captures hundreds of thousands of customer satisfaction
ratings from more than 300 support centers worldwide. Results
are analyzed overall, by industry, by the type of support, by the
number of customers, and by customer location.
Get your FREE copy of the report today at:
www.ThinkHDI.com/CSBenchmarking
14. Not a Member? Join Today!
• Become a Bronze member for just $75!
• This individual local chapter membership is an
opportunity to connect, network, and learn in your
own backyard
Learn more at www.ThinkHDI.com/Join
or by calling 800.248.5667
15. Awards Program
• Call for Nominations
• Application
• Interviews
• Scoring
• Regional Competition
• Global Competition
16. Judges
• Earl Brake, Department of Homeland Security
• John Sprague, NASA
• Robert Stanley, Carey International
• Kristin Ekanger, Chemonics
• Paulette Foxx-Dawodu, American Federation of Teachers
18. Welcome Attendees
Analyst and Desktop Support Technician Nominees
Sean Biederman, The MITRE Corporation
Michael Brown, IssueTrak
Christopher Bullbear, DISA’s Joint Staff Support Center
Patrick Chauteh, George Mason University
Kamilah Dubard
Judith Ellifritz, Erickson Living
Luis Galvan, George Washington University
Kesha Marcelle, Serco-NA
Ibrahim Mohamed, George Mason University
Jose Angelo Rodriguez Ramilo, TCG
Dan Sheffer, George Washington University
Daniel Shirk, L-3 STRATIS
Lori Terwilliger,Outreach Process Partners
Liem Vuong, Marriott
Ahmed Chowdhry, Acentia
Lionel Girukwigomba, HumanTouch, LLC, FDA Customer Support Services
Raymond Jordan, DISA’s Joint Staff Support Center
Jaime Pagan, DISA’s Joint Staff Support Center
Marley Withrow, George Mason University
19. 2012 HDI Capital Area Officers
& Leadership Council
• Lee Weekley, President
• Carol Fester, VP Programs
• Robert Stanley, VP Membership
• Bill Liberti, VP Communications
• Earl Brake, VP Finance
• Joan O’Hare, VP Special Programs & Vendor Liaison
• Heather Donnelly, Secretary
• Sandy Seroskie, President Emeritus
• Kristin Ekanger, Leadership Council
• John Sprague, Leadership Council
• Paulette Foxx-Dawodu, Leadership Council
• Jose Garcia, Leadership Council
20. Call for Officer Nominations
• Nominations due by January 4th
• President
• VP Communications
21. Next Meeting
• January 16, 2013
• Chemonics 1717 H st NW Washington DC
• Bill Liberti will present on Partnering with
Customers
• Please fill out your survey for the drawing
