Skip to Main Content


  • How are you leveraging the power of AI? see more

    Date: Tuesday, March 12, 2024

    10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Virtual Event Registration

    AI is Everywhere! So how are you leveraging its power?

    In this session, we will explore the pervasive influence of artificial intelligence (AI) across our various industries and discuss strategies to harness its potential for maximum benefit.

    During this event, we will delve into the following key topics:

    1. Understanding the ubiquitous presence of AI in today’s world.
    2. Exploring real-world applications of AI within IT support across diverse sectors.
      1. Collaboration Tools
      2. Writing emails (or generating invites like this!)
      3. Automation at the Service Desk (password resets, virtual agents, etc).
    3. Learning how organizations are leveraging AI to drive innovation and efficiencies
    4. Discussing best practices for integrating AI technologies into existing workflows.
      1. How do we support it?
      2. How do we keep it secure?
    5. Addressing common challenges and misconceptions surrounding AI adoption.




     With our diverse audience of attendees, there will be a wealth of knowledge and experience shared. We look forward to hearing insights, case studies, and practical tips to help you navigate the AI landscape and unlock its transformative potential.

    Whether you’re an AI enthusiast, a business leader looking to enhance operations, or simply curious about the future of technology, this event promises to be both information and engaging.

    Don’t miss the opportunity to join fellow members of the HDI Virtual Community as we explore the limitless possibilities of AI.  Reserve your spot today!

     February 19, 2024
  • Positioning Yourself for Relevance and Success see more

    Date: Tuesday, January 9, 2024

    10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Virtual Event Registration

    Do you know a Customer Service Representative that is charming, and patient 24x7x365? 

    In the ever-demanding realm of customer service, the idea of a charming and patient representative available 24/7 may sound like a fantasy. But, in the era of ChatGPT, AI is stepping up to redefine the game.

    AI Representatives, armed with programmed emotional intelligence and a vast data store, have successfully passed the Turing Test, blurring the lines between human and machine interaction. Join Keson Khieu on a journey into the world of customer service in the age of AI and ML, where businesses can strategically leverage these technologies for continued success.

    Discover how AI and ML can enhance customer interactions, streamline processes, and elevate the overall customer experience. Welcome to the future, where the synergy of technology and human ingenuity creates a new standard for customer service excellence.

    Keson Khieu – CISSP, PMP is a servant-centered  leader. Keson has served in the role of a Chief of  DHCS Business Intelligence, State Department Chief Information Officer (CIO), Information Security Officer (ISO), Project Director, and Project Manager in the last fourteen years. Keson is also an adjunct faculty member at many Universities and Community Colleges. Keson is currently serving as the CIO at Emergency Medical Services Authority. Keson is passionate about Change Management and Data-driven Digital Information. 



     December 27, 2023
  • Real-world examples of successful service desk transformations see more

    Date: Tuesday, Sept 12, 2023

    10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Virtual Event Registration

    HDI Local Chapters Virtual Community has brought together this panel to share real-world examples of successful service desk transformations they've been involved in. And by-the-way - all these panelists are also HDI Local Chapter Officers.

    The modern IT Service Desk is the point of entry for all IT support related needs. It stands to reason that this team needs to be high functioning, high performing, efficient and be the friendly face of IT for your end users. What happens when this isn’t the case? It could be that the Service Desk team is missing any of the marks mentioned or maybe needs to be re-evaluated for other reasons.

    Many companies have gone back to square one to re-evaluate what to do to improve the Service Desk, and therefore the experience for the end users. What is the best way to move the needle to get your team to be all those things and more? The Virtual Community is partnering with a group of Service Desk leaders to share their journey of transforming their Service Desk models. They are at various stages of their adventures, from just beginning to completion of the transformation.

    Join us September 12th for an interactive session as we hear from the panelists on what is working well and lessons learned. There will also be time for questions throughout the session!

    Meet our Panelists

    Donald Chew

    Kristi Lawrence

    Laurie Lukken

    Teresa Pelley

    Moderated by

    Jason Wischer

     August 30, 2023
  • The World Economic Forum says AI will create 97 million in the next three years. see more

    HDI Local Chapters Virtual Community launches its new hybrid event by partnering with local chapters. First up is the San Francisco Bay Area local chapter on Tuesday, August 15th with a program on “The Future of Work: How Generative AI is Transforming Service Desks”. Join us as we explore the impact of Generative AI on service desks, led by Dan Turchin, CEO of PeopleReign and host of the acclaimed podcast "AI and the Future of Work." In person event in Mountain View, CA will start at 11:30 am Pacific time  for lunch and networking. The virtual program will begin at 12 pm Pacific, 1 pm Mountain, 2 pm Central, 3 pm Eastern.

    Virtual Event Registration
    In-person in Mountain View, CA Registration 

    The World Economic Forum says AI will eliminate 85 million jobs in the next three years… and create 97 million new ones. Now is the time for leaders to understand how to embrace generative AI to deliver better service experiences. In the decade ahead, those with an understanding of what’s possible with AI will vastly outperform the competition.

    Key takeaways

    • How to train virtual agents on your content to have natural language conversations with employees
    • How to use large language models (LLMs) to coach live agents to resolve more issues the right way the first time
    • How to mitigate the risk of AI hallucinations and biased answers
    • How to ensure generative AI apps are auditable and their answers are explainable
    • Join us for this thought-provoking talk that will challenge the way you think about customer support and help you prepare for the future of work

    Perpetual entrepreneur Dan Turchin is the CEO and Founder of PeopleReign (, the leading AI platform for employee service automation. Prior to PeopleReign, Dan was the CEO of AIOps leader InsightFinder. He has published over 100 episodes of AI and the Future of Work, the most downloaded podcast about the future of work.

    Dan’s professional adventures include co-founding Astound, an AI-first enterprise platform for HR and IT, Vice President of Product at DevOps leader BigPanda, Chief Product Officer at security analytics company AccelOps (now Fortinet), a Senior Director of Product Strategy at ServiceNow, co-founding Aeroprise and serving as CEO until it was acquire in 2010 by BMC Software, serving as a founding board member at Rhombile prior to its acquisition by Motorola, and serving on the board of Auger, the open source automated machine learning framework.

    Areas of curiosity and expertise include: AI, Orwell, Dr. Seuss, building great teams that build great products that solve hard problems and change lives, youth soccer, adventure sports, and Tynker.


  • Building a Resilient Technology Team see more

    Disruption has become a standard part of business, and you need a workforce that’s ready to adapt to just about anything at a moment’s notice. This presentation gives technology managers an eight-step plan for helping ensure your teams can handle whatever circumstances come their way. Join Randi Weitzman, executive director at talent solutions firm Robert Half and learn strategies to build a resilient technology team, including:

    1. How to manage a hybrid workforce and support employees’ work-life balance.
    2. How to keep your employees’ skills up to date.
    3. What it takes to attract and retain top talent today.

    Tuesday, May 9, 2023

    Time: 10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Randi Weitzman -- Executive Director of Technology and Marketing Talent Solutions for Permanent Placements

    Randi Weitzman is executive director of technology and marketing talent solutions for permanent placements at Robert Half. In this role, she develops and oversees programs that enable the company’s permanent placement teams across North America to connect employers with highly skilled technology and marketing professionals.

    During her 23-year career with Robert Half, Weitzman has held various leadership positions, where she provided strategic talent solutions to companies and created and executed strategies to grow business and improve employee retention. Weitzman also has been on the board for HDI, an association for technical support professionals, since 2007. When she’s not busy with work, Weitzman enjoys spending time with her husband and two children, golfing or hitting the gym.

     April 15, 2023
  • Terri Walint Oropeza posted an article
    Nominations are open for the 2022-2023 HDI Awards! see more

    One of the benefits of this HDI community is the way the annual awards program brings the power of recognition to life. I remember the very first time I saw someone give their acceptance speech at the national conference on stage in front of more than two thousand people. I got chills and even shed a few tears of joy. But I could only imagine how they felt and what their experience was like.

    We invite you to share your ideas, stories, and perspective on how you like to be recognized, and the role that celebrating your efforts has played in your career so far. Then, hear from our panelists share their experience and recent lessons learned. 

    Date: Tuesday, October 11, 2022

    Time: 10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Join us this month for our HDI Virtual Community for our special Moderated Panel event, where we welcome two of our national award winners and two IT managers who understand the importance of recognizing their best people every year.

    In our line of work, validation feels pretty good. A little recognition goes a long way in keeping your employees engaged!

    That’s why we’re pleased to announce that the 2023 HDI Awards are now open for submissions. This longstanding awards program provides a platform to showcase your people and your initiatives. Create value for your organization and inspire all professionals in the service and support industry by showcasing your excellence!

    In what innovative ways has your team risen to the challenge, and adapted to business needs or tough circumstances? Do you have a change rock star on your team who’s been leading everyone to success? Shine a light on their work with the HDI awards!

    The deadline for 2023 HDI Award submissions is October 28, 2022.



     September 26, 2022
  • Terri Walint Oropeza posted an article
    ATS or Bust! Writing the Resume for the Position You Want see more

    If the perfect job opportunity presents itself to you, are you ready to pounce on it quickly with an up-to-date, modern resume? Or do you have a tired old resume written years (or decades) ago that you only occasionally update? How will an Applicant Tracking System (ATS) handle your resume?

    Since September is International Update Your Resume month, now is the time for you to take a fresh look at your resume. Regardless of where you are in your career, you should always have a current resume readily available.




    Date: Tuesday, September 13, 2022

    Time: 10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Join us on September 13 for a special 2-hour workshop with Lauren Milligan, founder and CEO of ResuMAYDAY ( She will crack the code on finding the right keywords for a specific search, then show us how to properly incorporate those keywords into a resume and LinkedIn profile. She’ll walk us through each step of a live example using Google, LinkedIn, Word, and a free ATS simulator program. We encourage you to attend, even if you can’t stay for the entire event

    Takeaways will include:

    • Understand how Applicant Tracking Systems (ATS) work
    • Learn how to determine which keywords to include in your resume
    • Learn about a free ATS simulator that you can use in your own job search
    • Learn ResuMAYDAY’s proprietary “Stacking Method” that guarantees better ATS results


    Lauren Milligan is a resume writer and job coach, business owner, college instructor, and a welder (by hobby). Over the past 20 years she has worked with thousands of professionals across many industries in all stages of career advancement. She's written so many resumes that she often dreams in bullet points! Lauren's clients come to her for resume development, LinkedIn profile creation, interview skills training, salary negotiation help, accountability coaching, and crafting a multi-tiered job search campaign. While she is based in the Chicagoland area, she has helped clients across the country.

    In addition, Lauren leads a multitude of in-person and online workshops and presentations. She belongs to a variety of business groups, enabling her to stay current on what employers are looking for in their candidates.



     August 21, 2022
  • Terri Walint Oropeza posted an article
    Join us for a special virtual event presented by the FBI and sponsored by Trellix. see more

    Amanda Knutson, FBI Supervisory Special Agent in Charge of Cybersecurity, will share what companies and consumers should be diligent about as we move into a more technologically advanced world.

    Join us for a special virtual event presented by the FBI and sponsored by Trellix.


    When: Tuesday, July 12, 2022

    Time: 10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Where: Zoom - Get registered to receive Zoom link



    HDI Local Chapters and Virtual Community brings the support community together to learn, connect, and share our experiences from all over the world. HDI Local Chapters (HDC) is an all volunteer not-for-profit 501(c)(6) corporation.

  • Terri Walint Oropeza posted an article
    Collaborating with all generations.  Communicating across generations. see more


    When: Tuesday, June 14  2022

    Time: 10 am Pacific, 11 am Mountain, 12 pm Central, 1 pm Eastern

    Where: Zoom – Get registered to receive Zoom link

    Who: Joe Arechederra, Senior Manager - Payment Services at Enterprise Holdings

    Joe Arechederra ( will explain how the differences between the generations influence their communication and collaboration styles. Whether you’re a team member or a manager, you will take away tips you can use to facilitate inter-generational communication and collaboration in your environment.


    HDI Local Chapters and Virtual Community brings the support community together to learn, connect, and share our experiences from all over the world. HDI Local Chapters (HDC) is an all volunteer not-for-profit 501(c)(6) corporation.