President's Message...

with Laurie Lukken

What is community? The origin of the word is the combination of two Latin words that means “with/together” and “gift”.  I love that idea of our HDI community being a gift; it is a gift we give each other by interacting with one another and sharing our common interests and knowledge.  Additionally,  I feel it is a gift we give ourselves by being involved and engaged in something that gives each of us a sense of identity and purpose and an opportunity to make a difference.  Everyone knows the old saying “it is better to give than to receive” and while that is true in most things, I think that our HDI community is different because we all give and receive equally. We give those who attend our events the support they need and help them be better by providing them with knowledge, skills and resources.  In return, we receive a sense of pride and purpose by being a part of a community that bonds and strengthens the local community as a whole which can make a positive difference to a great deal of people.  I would like to share a quote from Margaret Mead that I feel supports my message of community, “Never doubt that a small group of thoughtful committed citizens can change the world; indeed, it’s the only thing that ever has”.  In closing, I sincerely want to wish everyone the most joyous of Holidays and that you have an opportunity to bask in the love of friends and family.  

Bytes and Banter - Latest Episodes Released!

In the latest episodes of Bytes and Banter, we continue exploring the dynamic intersections of technology, leadership, and career development. In Episode 11, Nicole Sims, Senior Regional Director at Robert Half, dives into the 2025 Salary Guide, discussing tech hiring trends, the "Great Stay" phenomenon, and the importance of upskilling and timely hiring decisions. In Episode 10, Tim Lawes shares his inspiring career journey from selling Yellow Pages to working with enterprise AI at SymphonyAI, highlighting the critical role of empathy and relationships in sales. Don't miss these insightful discussions on personal growth, innovative technology, and the evolving world of tech hiring and retention!

🎧 Watch the episodes on YouTube: Bytes and Banter

Look for #BytesAndBanter on Apple Podcasts, Spotify and YouTube, or your favorite podcast player. Subscribe and stay updated with our latest episodes, where we delve into diverse topics and hear wonderful stories.

Generative AI First Friday Meetup!

We are thrilled to invite you to the Generative AI Monthly Meetup, to explore the latest trends, share insights, and connect with like-minded peers working with Generative AI tools and process. With so much changing so quickly we wanted to create a space where people in the region could connect and learn from each other as we are all in different phases of exploration, testing and adoption.

What to Expect:

• Peer Networking: Connect with fellow professionals, exchange ideas, and discuss real-world challenges related to Generative AI. 
• Learn: Learn about what is happening within the region and what other people are seeing and experiencing within their organizations.
• Share: This is an opportunity for you to come and share what you and your team have been up to in the world of Generative AI, the good the bad and the ugly are all welcome.
• Open to All: Whether you’re a member or not, everyone is welcome. Spread the word and invite your colleagues! We hope by creating a space for connecting and sharing, we will all be better off as we are all in different places on this generative AI journey.

This month's topic: What tools do you like and why? What are your best prompts, and how do you think through designing your prompts will be the main conversation questions, however, other sharing and conversation are welcome! 

Date: December 6, 2024

Time: 9:00 AM - 10:00 AM ET             

Location: Virtual!  Registration details sent upon registration.

Cost: Free!

Register Here!

2024 HDI Philly Leadership & Awards Conference

Join us for our marquee event of the year - the 2024 Annual HDI Philly Leadership and Awards Conference.

Rae Ann Bruno, President, Business Solutions Training

Bio: Rae Ann Bruno is an experienced IT consultant, trainer, and recognized experience expert dedicated to enhancing the employee experience of organizations and IT. She specializes in guiding support teams and IT organizations to improve efficiency, customer and employee satisfaction, and processes through experience-focused strategies and service innovations. A multiple-time recipient of HDI's Top 25 Thought Leaders honor, Rae Ann was inducted into the HDI Hall of Fame in 2017 and named one of Cherwell's IT Legends. In 2024, she received the HDI Lifetime Achievement Award and currently serves on the HDI Conference Advisory Board. Rae Ann is also an APMG-certified Experience Trainer and one of the hosts of XLA.TV.

Topic: “Adopting an Experience-Driven Approach to Your AI Strategy”

Abstract: Organizations often adopt AI to speed up customer service and reduce repetitive contacts, but focusing solely on these goals leads to a limited AI strategy. Traditional support metrics, such as strict time limits for issue resolution, are inadequate for managing the complex issues AI will expose. An experience-driven approach creates a holistic strategy that benefits both customers and support teams by shifting success metrics toward delivering a better overall experience. This approach helps meet rising expectations and equips teams to work more effectively on challenging problems, ensuring AI delivers meaningful, long-term value.

Matt Beran, Sr. Product Marketing Specialist at Invgate and Host of Ticket Volume podcast

Bio: Matt Beran has over 20 years of experience in Service Management and Customer Service. Known for challenging industry norms, giving practical advice, and providing unique approaches to Service Management, he’s the Product Marketing Specialist at InvGate and host of the podcast “Ticket Volume - An IT Podcast”.

Topic: “How I Learned to Survive and Celebrate Mistakes”

Abstract: Ever notice how some of our biggest breakthroughs come on the heels of mistakes? In the high-stakes world of IT service and support, slip-ups aren’t setbacks—they’re steppingstones to innovation and resilience.  This presentation highlights the surprising power of failure as a force for growth, showing how embracing our ‘oh-no’ moments can transform teams, projects, and even career paths. Let’s explore how every misstep holds the potential to make us better at what we do, and how celebrating these moments can fuel success in ways we never imagined.

*Discounts are available for this year's vendor booths if you sign up to be a Chapter Sponsor next year. 

**For details on event and chapter sponsorship, please reach out to Paul at:  paul.zagarella@temple.edu

Date: December 6, 2024

Time: 8:00 AM - 4:00 PM ET             

Location: Punchline Philadelphia - 33 E Laurel St, Philadelphia, PA 19123,

Cost: Prices vary.  Please see registration page for details.

Register Here!

Celebrate & Inspire:

HDI Annual Awards & Team Building Luncheon! 

It’s time to celebrate! The HDI Capital Area Chapter cordially invites you to our Annual Awards Luncheon, a prestigious event where IT Service and Support Managers recognize their outstanding team members for their exceptional achievements and contributions throughout the year. This event, which has become a tradition in the Washington, D.C. area, is an occasion that brings teams together to celebrate excellence and inspire future accomplishments. During the luncheon, we will enjoy an inspirational keynote presentation, a three-course meal, and award presentations to the Best Support Analyst and Best Support Technician nominees. It's a time for networking, sharing success stories, and fostering a sense of motivation and unity among attendees.

This event serves as a platform to honor support professionals who have made a significant impact in their respective roles, leaving a lasting legacy for others to aspire to. It will conclude with the announcement of the winners for Best Support Analyst and Support Technician awards.  The winners will go on to the regional competition, with the Regional Winner being sponsored by Robert Half Technology to attend the HDI Annual conference in Las Vegas, Nevada.  

About the Keynote     

Leading for Impact: 7 Behaviors of Transformational Leadership

Good leadership is not enough in today’s rapidly evolving business landscape—organizations need transformational leaders who can drive change and foster top-tier talent.

This motivational presentation introduces a powerful framework of seven essential behaviors that define high-impact leadership. Tailored for team members and leaders alike, it focuses on seven transformative behaviors that can be applied immediately to build stronger, more cohesive teams.

Attendees will walk away inspired and equipped with practical tools to elevate their leadership effectiveness, no matter their position within the organizational hierarchy.

Inspiring, Motivational, Insightful, and Wow are some of the descriptive words used to describe N.J. Robinson’s engaging presentations.

With over 20 years of experience in the technology and leadership space, retired veteran N.J. Robinson is an accomplished and dynamic speaker and IT Leader. As the President of Hi-Tech Leadership LLC, a leadership development firm, N.J. is passionate about transforming Technical Experts into Expert leaders. His energetic presentations and workshops engage audiences with valuable insights and practical tools on leadership, employee experience, strategy, and effective communication.

He is a member of the HDI Conference Advisory Board and an active volunteer with Merit America and StreetWise Partners, where he provides career mentorship to underserved individuals in the Washington, D.C. area, guiding them toward professional success.

N.J. holds an M.B.A. from the George Washington University and maintains PMP, Security+, and ITIL certifications. A dedicated fan of the Marvel Cinematic Universe, N.J. is also a proud husband to his high-school sweetheart, and together, they have four incredible sons.

Agenda
10:00 AM to 11:00 AM – Registration, Networking, & Hors d‘oeuvres
11:00 AM to 12:00 PM – Welcome Announcements, Lunch Served
12:00 PM to 12:45 PM – Candidate Introductions
12:45 PM to 1:00 PM – Break
1:00 PM to 2:00 PM – Keynote - N.J. Robinson 
2:00 PM to 2:15 PM – Break, Dessert and Coffee Served
2:15 PM to 3:00 PM – Candidate Introductions
3:00 PM to 3:15 PM – Best Support Analyst & Best Desktop Technician Award Winners Announced
3:15 PM to 3:30 PM – Closing Remarks and Prize Drawing*
*Must be present to win*

Date: December 6, 2024

Time: 10:00 AM - 3:30 PM ET             

Location: Martin's Crosswinds - 7400 Greenway Center Dr, Greenbelt, MD 20770

Cost: Members: $39, Non-Members: $59.  Register 5 team members and receive the 6th registration free by entering the promo code: sixthfree.

Register Here!

2024 HDI Ohio Awards and End of Year Celebration!

Join us on December 11th to celebrate the end of a wonderful 2024 for HDI Ohio!  We will be celebrating all our HDI Award Nominees and will hear a motivational message from a great friend of HDI, Kirk Weisler!  And don't forget giveaways!  We can't wait to see you there!

Chief Morale Officer Kirk Weisler is an expert at creating outrageously cool workplace cultures and high performance teams. Years ago Kirk helped to create a corporate culture so rich in ownership spirit, engagement, measurable results that he was invited to share his approach first nationally, then internationally. He now travels around the world sharing everyday things leaders can do to positively influence, nurture, and build Super COOL cultures and high performance teams.

His unique background as a US Army Ranger, a member of the 19th Special Forces Chaplaincy, his work with At-Risk Youth and experience as a Master Storyteller & Team Builder make him a very fun, engaging, and sought after speaker and trainer. He authored the Best Smelling book, The Dog Poop Initiative and the semi –sweet best smeller, “The Cookie Thief. , Kirk lives in Atlanta GA with “Wonderful wife Rebecca and their six remarkable children.

What can you expect? 

• Lunch is provided!
• Celebrating all Award Nominees!
• Great motivational presentation from Kirk Weisler
• Announce Winners
• Giveaways!
• Networking
• and more!

Date: December 11, 2024

Time: 12:00-4:00 PM ET           

Location: IGS Energy 6100 Emerald Pkwy. Dublin, OH 43016

Cost: Members: Free! Non-Members: $15

Register Here!

HDI Awards and Networking Event at Matty's Bar & Grill Event Center

Please join us in congratulating these nominees for the

2024 Brew City HDI Local Chapter Awards:

• 2024 Best Service & Support Analyst Nominees
• 2024 Best Service & Support Technician Nominees

Will be announced after Nomination deadline

We request our entire Brew City HDI Community to join us at this live event and help us celebrate this year's group of Nominees. We recognize your hard work and leadership through this difficult yet fulfilling year.

Holiday cheer is requested - looking to wear your Santa hat?  Ugly Holiday sweater?  Pretty Holiday sweater?  This is a live in-person event, and it will be great to see you there!  Show us your spirit!

Date: December 12, 2024

Time: 5:30-9:00 PM CT             

Location: Matty's Bar and Grill: 14460 College Ave, New Berlin, WI 53151, USA

Cost: Members: Free!  Non-Members: $10.00

Register Here!

Seattle INTERFACE!

Seattle HDI will be hosting a table, support and speaking at Seattle INTERFACE.  You can join through Seattle HDI with this registration!

IT Infrastructure is constantly changing, bringing more new challenges with it every day. From ransomware and the latest security threats to emerging developments in AI and the need for increased bandwidth and storage, it’s nearly impossible to keep up to date. Our conference is designed to help. We’ve assembled a combination of Best-in-Breed hardware and software solutions, along with local experts and organizations to help educate, advise and connect you to resources that can help you meet your goals.

Covering Information Security, Infrastructure, Cloud, Disaster Recovery, Communications, and more, you’ll find presentations, panel discussions, and exhibitors covering a variety of topics, as well as the latest innovations and best practices.

Date: December 12, 2024

Time: 8:30 - 4:30 PM PT             

Location: Seattle Convention Center

Cost: Free!

Register Here!

2025 Workforce Roundtable

2025 Workforce Roundtable: Hybrid, Remote, or Onsite?

Join us for an engaging online roundtable discussion exploring the future of work in 2025! As organizations adapt to new challenges, what’s the best approach for a thriving, productive workforce?

These experts and industry leaders will share insights:

• Jay Brewer, Technology Support Manager, Georgia Tech
• Amy Butler Kobylarz, IT Manager, The Home Depot
• Barckley Toole, Director, IT Support and Services, The Wendy’s Company
• Kim Westmoreland, Operations Manager, Northeast Georgia Health System

Don’t miss this opportunity to learn how to future-proof your workforce and stay ahead in 2025. Register now to secure your spot!

Date: December 12, 2024

Time: 12:00 - 1:00 PM ET             

Location: Virtual!  Details provided upon registration.

Cost: Free!

Register Here!

Steel City 23rd Annual Awards Banquet

It's time to recognize Pittsburgh's best of the best at the Steel City Awards Banquet and Holiday Party!

Each year, HDI works jointly with the local chapters to identify and award the industry's top analyst and desktop support technician. Those nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for these prestigious awards. Please come and join us to network with local professionals and celebrate all of the nominees accomplishments.  

Agenda

• 5:00 pm: Registration will begin with a social hour of networking
• 6:00 pm: Dinner will be served 
• 7:00 pm: Awards Program will begin

Pricing and Registration

• The cost for members is discounted at $15.00 and for all other guests is $35.00. 
• Each registration includes dinner and dessert. A cash bar will be available.
• The deadline to RSVP is December 5th. Share with your family, friends & team! 
• If you encounter any issues with registration, please email hdi@hdisteelcity.com.
• Want the discount for dinner?  Join our chapter now!  JOIN HDI NOW

Dinner Menu 

The dinner buffet features chicken Florentine, hot sausage and meatballs, pasta marinara, parsley red potatoes, and broccoli florets. The meal will be accompanied by a mixed green salad, fresh rolls, coffee, and dessert. A cash bar will be available to purchase drinks.

**If you have special dietary needs, please let us know when registering.

 Parking

• Free parking is available at the venue.

Dress Code

• The atmosphere is a more formal vibe – a great time to dress up and show your style!

Date: December 12, 2024

Time: 5:00 - 9:00 PM ET             

Location: Gaetanos, 1617 Banksville Rd, Pittsburgh, PA 15216

Cost: Members: $15.00, Non-Members: $35.00

Register Here!

Motown: 2024 Service and Support Awards Ceremony

It's the time of year that we all love the most! Time to recognize all those nominated for the 2024/2025 Best Service and Support Analyst and Technician awards!

 All are welcome!  You don't have to be a member.  You don't have to be nominated.  There is no cost.  We welcome everyone to celebrate this year's nominees and winner!

Each year, HDI works jointly with the local chapters, such as Motown, to identify and award the industry's top analyst and desktop support technician. Those nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award. The winners from each of HDI's local chapter regions are invited to participate in the ceremony held during SupportWorld Live in the spring!

Year after year many wonderful people are nominated for both the Best Service and Support Analyst awards. This year has been no exception! Our judges are faced with a tough decision to narrow it down to just one winner and runner-up for each category. Those nominated have brought their A game and our judges have been losing sleep whittling down the list!

Date: December 13, 2024

Time: 11:30 - 2:00 PM ET             

Location: Craft Breww City, 27843 Orchard Lake Rd, Farmington Hills, MI 48334

Cost: Free!

Register Here!

HDI Nebraska Awards Ceremony

Enter the Arena of Service Excellence!

The Gladiators of IT have squared off, and the votes are in! Two mighty contenders remain. Join us... and may the best IT warrior win!"

Agenda:

• 4:00PM: Team Networking/DJ Mario Entertainment 
• 5:30PM: Dinner will be provided (+2 drink tickets)
• 6:30PM: Awards Ceremony

Date: December 19, 2024

Time: 4:00 - 7:00 PM CT             

Location: 3615 Woolworth Avenue, Omaha NE 68105

Cost: Members: Free!, Non-Members: $15.00

Register Here!

 Hello New York City!

HDI Local chapters newest local chapter!

We are very happy to announce a new chapter that has joined our local chapter community.  Welcome New York City Metro chapter!!!  Please meet the local chapter board:

• Greg Golding, President
• Glen Hoffman, VP finance
• Marisa Grant, VP communications
• Thorsten Munsey VP programs
• Evan Carlson, VP membership

The board is actively working on their first local chapter event so please stay tuned for future chapter announcements!  

Updates from HDI...Check out these great industry happenings!

HDI Top 25 Thought Leaders for 2025...Nominations are open!

Are you a trailblazer in the IT support and service management field? Do you know someone who is? We want to recognize individuals with the vision, expertise, and passion to drive industry innovation. That's why nominations are officially open for the prestigious 2025 HDI Top 25 Thought Leaders program. And it's coming back bigger and better than ever next year!

So much more than just another list, this elite group will gain recognition, exposure, networking opportunities and professional development resources throughout the year. We heard your feedback, and we're working to make this community initiative more meaningful.

• Industry Recognition: Showcase your expertise and thought leadership on a global stage. We'll share a spotlight article on each thought leader in the SupportWorld newsletter, HDI's social media channels and thinkdhi.com.
• Expanded Network: Connect with like-minded peers, industry influencers, and decision-makers. We plan to create regular exclusive meetups for next year's class of thought leaders, including a mix of virtual and in-person opportunities.
• Professional Development: Honorees will receive one complimentary pass for a 2025 HDI conference. They'll also have the chance to share their ideas with the HDI community in panel sessions, webinars and more!
• Enhanced Career Opportunities: Advance your career and position yourself as a leading authority in the field.

To be considered for this honor, nominees will be evaluated based on the following criteria:

• Thought Leadership: Demonstrated ability to generate innovative ideas and inspire industry change.
• Industry Impact: Significant contributions to the IT support and service management community.
• Knowledge Sharing: Active engagement in sharing knowledge and best practices.
• Professional Achievements and Leadership: Proven track record of success and leadership.

Hurry!  Deadline for nominations is December 13, 2024.

Submit Nomination Here!

Join Us This Year in Las Vegas!

May 18-22, 2025, MGM Grand - Las Vegas, NV

SupportWorld Live is headed to Las Vegas in 2025! If you want to stay ahead of the curve and learn about the latest trends in support and service management, then this is the conference for you. With inspiring keynotes and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

Brought to you by HDI—the leading events and services organization empowering the support and service management industry—SupportWorld Live unites attendees for a valuable and unforgettable experience. Covering the entire service and support industry and its people (from frontline analysts to CIOs), SupportWorld Live gives you several days in a welcoming community to solely focus on delivering smarter service and better business outcomes. 

Sign up for updates!

Grow your Industry Knowledge with Webinars from HDI!

This month's webinar...

Future Proof your Help Desk: Key IT Support Trends for 2025

Support teams are under growing pressure to adapt to new trends that will redefine how service is delivered. Are you ready for what’s next? Set yourself up for success in 2025! Join our expert panel as they explore the key IT support trends for the year ahead and share practical insights to help you stay ahead. This spirited discussion will give you the tools and strategies you need to thrive in your role.

In this webinar, you’ll learn:

• How AI and automation are reshaping help desk operations
• How customer experience is changing, and what you need to do to stay ahead
• Essential skills and technologies to future-proof your support team
• Which key trends are on HDI’s radar in the year ahead (based on audience feedback!)

Featuring HDI industry leaders Rae Ann Bruno, Doug Tedder Josh Strreets and HDI's own Daniel Thomas.  Come ready to ask questions, and join us to prepare your help desk for 2025! 

Date: December 12, 2024

Time: 1:00-2:00 PM ET

Cost: Free!

Register Here!

HDI Consulting...How can we help?

IT support organizations provide a truly invaluable service - always ready and willing to solve complex problems at a moment's notice. Don't you deserve the same treatment when you have a complex or difficult challenge of your own? At HDI, our ITSM and IT support consulting arm has been providing this industry with the highly-customized, expert guidance and support it deserves for over 35 years. With world-renowned expertise in all aspects of ITSM and customer support, we're your most trusted resource for optimizing support center operations.

Click here for more information.

HDI...Your One Stop Shop for IT Support Training

HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.

Browse through our robust course offerings, select one of our three training delivery methods, and get started today.

Save 10% on all online and live virtual training classes.  Use code Career2024 to take advantage of this discount offer.  Offer expires November 30, 2024.

HDI CONNECT...Where Practitioners Go for Advice!

HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization!  Click here to sign up!  It's free!

WHY WE'RE HERE...WHAT WE DO

HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:

❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.

❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.

❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.

JOIN HDI!

Connect - Learn - Succeed for one low annual membership fee $149 per year.  Students can join for the low price of $29 per year.  Click here to join!

GET SOCIAL WITH US!

THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS