JULY 2012
From the President’s Desk…
Greetings form HDI San Antonio. We hope all of you are having a fun Summer and look forward to seeing you in August as we resume our series of programs and events. Please forward this information to your fellow IT Support Leaders and Practitioners as all of our programs and events are free of charge and open to the public.
Upcoming Events:
August 15th, 11:30AM to 1:00pm - "Knowledge Centered Support, New Product Support Profile and Confluence Wiki Collaboration Tool", presented by Steven Pickens, Director Customer Support, Methodist Healthcare System. Mr. Pickens will present their "New Product Support Profile Process/Form". Mr. Pickens will discuss this important process all the way from gaining leadership backing to the actual template for adding a new product to the support portfolio. In addition, Mr. Pickens will give us an overview of their implementation of the Confluence Wiki Collaboration Tool. This is a great discussion regardless of your support organization's maturity level in the area of Knowledge Management. Please come relax over a nice lunch and collaborate will fellow IT Support Leaders as we discuss this fundamental Knowledge Management Process and the positive impact it can have on your Enterprise.
This meeting is hosted and sponsored by ITT Technical Institute. Thanks again to ITT Technical Institute for their ongoing support of our organization.
September 19th, 11:30AM to 1:00PM - "Metrics, Driving Performance", presented by Sylvia Long, Contact Center Manager, Whataburger. Ms. Long will give us an overview of the key metrics used at the Whataburger Contact Center and the Employee Recognition Program tied to achieving these metrics. Ms. Long will talk about some of the different ideas/perspectives that went into choosing these metrics and the associated Employee Recognition Program.
Sylvia Long joined the Whataburger Contact Center as an Agent on the night shift in 2006. She spent the next year providing BOS/POS support to the restaurants/technology support to the company as well as handling facility maintenance issue dispatches. She was promoted to Contact Center Supervisor in 2007. Over the next several years she continued to demonstrate her dedication to excellence and was promoted to Contact Center Manager in 2012.
Ms. Long has an Associate's in Computer Security and an Associate's in Computer , Forensics. She is HDI-Support Center Manager and ITIL Certified.
Thanks to Whataburger for hosting and sponsoring this great event.
October 17th, 11:30AM to 1:00PM - "Program to be Announced", Hosted and sponsored by Labatt Foods.
October 28th - 31st - Fusion 12 Conference, presented jointly by itSMF and HDI, Dallas, Texas
November 14th, 11:30AM to 1:00 PM - "HDI San Antonio Analyst of the Year and Desktop Analyst of the Year". This year we are very pleased to announce that we are adding the Desktop Analyst of the Year category. Nominations will be open in August and run through mid-October. Please save the date as we will be back at Maggiano's for an elegant Awards Luncheon on Wednesday, November 14th.
As always, we thank you for your continued support and participation!
