Please join us for a fun filled day as we finally meet again in person for our annual IT Leadership Conference and Awards Ceremony. Two amazing keynote speakers will be joining us as well as many of our trusted vendors and sponsors.
Title: ServiceNow Solutions Director
Bio: Ric Mims has more than twenty-five years of experience in service desk management, ITSM, consulting and operations. Ric has held various positions throughout his career, from team leader to help desk manager to ITSM consultant. He's also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences and a former local chapter President. Ric's most recent work encompassed Project Leadership for planning, design and implementation of IT Service Management initiatives for companies such as Occidental Petroleum, Charles Schwab and Cepheid BioTech to name a few. In June, Ric was recognized by HDI with the Lifetime Achievement Award for contributions made to the support industry.
Topic: Service Desk Agility: Is That a Thing?
Abstract: Rapid and flexible response to constant changes is critical to any support organization’s success. Consequently, the Agile methodology has gained a great deal of traction throughout our industry. Although borne of software development, agility for the service desk speaks of adaptive, timely interactions with the customer that reduce downtime, which ultimately delivers value to the organization. In this session, Ric Mims will explain how your service desk can be an Agile, value-driven service and support team, leveraging principles such as process automation, integration with proactive tools, and the right business-based KPIs to enable you to address productivity leaks and identify areas of weakness.
Name: Kevin Apolinario
Title: Technical Trainer "Speaker"
Bio: After starting off in the restaurant industry, Kevin pivoted to the technology field. A self-taught technology specialist, Kevin has worked at several companies in the financial services industry in New York City. He has taken this knowledge to the internet where he has created the Kevtech YouTube channel that currently has over 30,000 subscribers. His most popular video has over 200,000 views.
Topic: How I’ve Helped Hundreds of People Get Their First Job in the IT Support Industry
Abstract: Using his YouTube channel, Kevin has given advice and direction to his community and has helped hundreds of people break into the IT field. Kevin not only gives his community technical information related to supporting hardware, software, operating systems, security and cloud application, he also gives general advice on building your resume, creating a LinkedIn presence and interview skills. He mines the web for free and inexpensive resources to build your technology skills and earn your first job in the industry.