Capital Area

December 2012

Awards and Team Building

Luncheon

HDI Capital Area 2012 Sponsors

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 UniversityIbrahim 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

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)

The HOPE Project

www.hopeprojectdc.org

• Raymond Bell, Founder

• Mission

• History• History

• HDI Member Support

Updates from HDI

Corporate

December 2012

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 • 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

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, professionals at all levels and as individuals,

teams, and organizations

• View the different awards options and

submit nominations online

www.ThinkHDI.com/Membership/Awards

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 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

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) $200Member Discount (Gold and above) $200

Save $500

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 • Case studies will be featured in certification

and training marketing in 2013.

• Contact your account manager or visit

ThinkHDI.com/TrainingCase.

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 entered into first prize drawing for an

Apple iPad Mini.

• Share with your desktop support

colleagues: ThinkHDI.com/DS2013Survey

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 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

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 backyardown backyard

Learn more at www.ThinkHDI.com/Join

or by calling 800.248.5667

Awards Program

• Call for Nominations

• Application

• Interviews• Interviews

• Scoring

• Regional Competition

• Global Competition

Judges

• Earl Brake, Department of Homeland Security

• John Sprague, NASA

• Robert Stanley, Carey International

• Kristin Ekanger, Chemonics• Kristin Ekanger, Chemonics

• Paulette Foxx-Dawodu, American Federation of Teachers

Keynote Speaker

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 UniversityIbrahim 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

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• 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

Call for Officer Nominations

• Nominations due by January 4th

• President

• VP Communications• VP Communications

Next Meeting

• January 16, 2013

• Chemonics 1717 H st NW Washington DC

• Bill Liberti will present on Partnering with • Bill Liberti will present on Partnering with

Customers

• Please fill out your survey for the drawing

HDI Capital Area 2012 Sponsors