HDI KCS Foundation and Support Center Analyst training coming to San Antonio

Looking for a great way to improve service and elevate the customer experience in your organization?  HDI training and certifications are an excellent way to learn service and support “Best Practices.” We are pleased to announce that the HDI KCS Foundation Certification and the HDI Support Center Analyst Certification training classes are coming to San Antonio this summer.

The HDI KCS Foundation training is a one-day class and will be offered here in San Antonio on both July 12 and July 13.  According to HDI Global, “This certification is for those individuals who want to demonstrate that they understand Knowledge-Centered Support (KCS) practices and how they provide value. This certification ensures a consistent understanding of the KCS methodology for everyone in the organization.”

The HDI Support Center Analyst Certification class is a two-day class and will be offered here in San Antonio on August 1. According to HDI Global, “This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.”

Please visit the HDI Course Calendar for more details and registration info.  You can also contact Shea Knauff, HDI Account Manager at 904.819.6647 for more details.


Hilda Rivera, Standard Aero joins HDI San Antonio Board of Directors


We are very excited to announce that Hilda Rivera, Senior Analyst with Standard Aero has joined the HDI San Antonio Local Chapter Board of Directors.  Hilda, is taking on the VP of Programs position and will be responsible for developing and scheduling events and programs for the local chapter.

Read more about Hilda and the other board members here.

HDI San Antonio Local Chapter awarded Circle of Excellence for 2015!

Circle of ExcellenceHave you heard? Our chapter achieved the Circle of Excellence award for 2015. Doug Rabold, VP of Training and Development, will be accepting the award for us at HDI 2016.

Hello San Antonio Local Chapter,

Congratulations!!  Your chapter has achieved Circle of Excellence 2015!!  You have completed all of the required criteria and 17 of the 25 elective criteria.  This shows me that your chapter is a strong resource to your community!

You will be honored officially at the Local Chapter Officers Meeting at HDI 2016 and the 2015 logo recognizing your achievement will be sent to you soon!

Kind Regards,

Kerri Hanna, Program Manager, Local Chapters | HDI

Thanks for your participation in the San Antonio Local Chapter events and for reading our website. Together we will continue to build and grow.

President’s take on the HDI San Antonio Lunch Social

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HDI San Antonio Board of Directors: Norma Ohlenbusch, Rosana Mason, Stephen Steinbach, Doug Rabold, Shawn McClelland, Bernard Beaullieu and Jesse Vazquez.

Thanks again to everyone for coming out and connecting with the local San Antonio IT support community at Wednesday’s Lunch Social.  There was a lot of collaboration and discussion going on resulting in some great ideas/feedback.

Based on the feedback, we have chosen Service & Support as a Business: KPIs that Tell the Big Picture, presented by Jeff Rumberg, Metric Net for our June 16 event.  More details to come.

HDI local event ideas that came out of the discussions included:

  • Encryption Software
  • Time Management
  • Forum on Knowledge Centered Support
  • Service Desk Best Practices
  • Windows 10 Deployments
  • Roundtable on predetermined topics such as Employee Engagement
  • Transformation from Help Desk to Service Desk
  • Self Service
  • Incident Management Systems
  • Organization – How to realign support organization to be more efficient.

Interest in local HDI Certification Classes included ITIL, Problem Management, Knowledge Centered Support, Support Center Analyst & Team Lead.

We will start work on all of this at the next HDI San Antonio Board of Directors meeting.

Thank you very much for your continued support,


HDI San Antonio Event – Wednesday, October 21

RoadmapRegister Now! 

Please join the HDI San Antonio Chapter Wednesday, October 21, at 11:00 AM as Ron Willbanks, Senior Director for Infrastructure & Operations at CPS Energy, presents an ITSM Maturity Roadmap and overview of his organization’s plan to implement these strategies. This will be an interactive presentation/discussion, with other local San Antonio IT leaders sharing their ITSM experiences and plans over a lunch.

Thanks to our event sponsor, ITT Technical Institute, this event is open to the public and offered at no charge.ITT Tech

Please visit the event announcement for more details and registration.

We look forward to seeing you on October 21st.  For any questions please contact Bernard Beaullieu, 210-710-4161.

The Analyst of the Year nomination deadline has been extended to Monday, November 2

The HDI San Antonio Analyst of the Year and Desktop Support Technician of the Year nomination deadline has been extended to Monday, November 2. Please take a moment to recognize your top Help Desk/Service Desk Analyst and Desktop Support Tech. This awards program is a great way to recognize your top support performers.  Check out the slide show below and get a feel for this special local San Antonio event.

Nomination forms and more details

Please contact Bernard Beaullieu at 210-710-4161 with any questions.

2014 HDI San Antonio Awards Luncheon Slideshow