World-class service begins with HDI certifications!

A strong service desk and superior customer support don’t just happen. They are the result of careful planning, judicious hiring, and targeted training — training such as ITIL Foundation, and KCS (Knowledge Centered Support) Principles.HDITraining

You have the team of service-minded technicians, so are you ready to take  it to the next level? Your HDI San Antonio Local Chapter is working hard to bring HDI certification classes to San Antonio. Cut down on travel expenses and consider sending some or all of your technicians for certification training. Your customers (and your team!) will thank you.

If you’d like to learn more about these certification classes, please contact Doug Rabold, VP of Training and Development, or visit the HDI website.

Tell us what you think!


Your local HDI chapter is here for you, our IT support community. We want to help you where you need it most. To that end, we are planning an event for early March to gather input from our members, potential members, and guests. Final date and venue to be determined, but we are thinking about March 9 or 10.

Please contact Rosana Mason and Bernard Beaullieu.

Why become an HDI member?

HDI empowers a highly engaged community of technical support professionals with the resources to reach their career goals while2016Membership optimizing the success of their support centers.

Join thousands of your peers, from frontline analysts to seasoned directors, in a community where you can make connections, learn best practices, establish friendships, and grow. HDI is a place where you can go to:

  • Gain industry knowledge
  • Learn from your peers
  • Excel in your career
  • Improve the maturity of your support organization
  • Acknowledge and celebrate professional achievement
  • Save money on professional and organizational development

For just $295 a year, HDI members receive exclusive access to unique resources and opportunities that help them connect, learn, and succeed.

Learn more and join at Click here for a fun and informational video.

And the Winners Are… HDI Awards Luncheon Follow Up

On December 3, 2015, HDI San Antonio honored San Antonio’s outstanding IT analysts and desktop technicians with our annual awards luncheon at Maggiano’s Little Italy. Y&L Consulting, sponsor for this event, provided door prizes to lucky attendees.


Holly Connor, San Antonio HDI Desktop Technician of the Year


Tim Kruse, San Antonio HDI Analyst of the Year

The judges had their work cut out for them with this year’s group of nominees. After the votes were cast, this year’s Analyst of the Year for San Antonio local chapter went to Tim Kruse from Rackspace, and the Desktop Technician of the Year went to Holly Connor from SWBC. They will be representing the San Antonio chapter in the regional competition. Best of luck, Tim and Holly!

Congratulations to this year’s Nominees!


Desktop Technician of the Year Nominees


Analyst of the Year Nominees

Analyst of the Year Nominees

  • Jon Ybanez – Southwest Business Corporation, Y & L Consulting
  • Chris Wilson – CPS Energy
  • Kimberly Walker – CPS Energy
  • Chris Luna – Capital Group, Randstad
  • Charles Bremer – Whataburger
  • She-ra Soto – Whataburger
  • Tim Kruse – Rackspace
  • Mike Brandenburgh – NuStar Energy, Y & L Consulting
  • Denise Bryant – Security Service Federal Credit Union
  • Daniel Hettler – Broadway Bank
  • Jose Benavidez – Northside Independent School District

 Desktop Support Technician of the Year Nominees

  • Gabriel Zacarias – CPS Energy
  • Barry Lorton – CPS Energy
  • Albert Lopez – NuStar Energy, Y & L Consulting
  • Holly Connor – Southwest Business Corporation, Y & L Consulting
  • Andre Van Buren – Tesoro Petroleum, Y & L Consulting
  • Marc Overall – Rackspace

Congratulations to all of this year’s nominees!

This year, we were fortunate to have Joel Spring, RxDesign, photographing our event. Check out all the great pictures from our luncheon here.

Please join us in thanking our sponsor for this event, Y & L Consulting.

Update from August 19 Event, Knowledge Centered Support!

RickJoslinKCSWe’d like to thank everyone who attended Rick Joslin’s informative presentation about Knowledge Centered Support (KCS) on Wednesday, August 19.  We had HDI members and guests from NuStar, Whataburger, CPS Energy, Tesoro, Capital Group, University of Texas Health Science Center, New Horizons, Beaullieu and Associates, TEKSystems, and Rackspace, as well as some in between jobs. New Horizons hosted and sponsored this excellent event. Thank you, New Horizons!Aug182015

Rick Joslin is responsible for the development, sales, and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor, and he has guided many organizations through the implementation of KCS. At our luncheon, he gave an excellent presentation about what KCS looks like and how it compares with the older Knowledge Engineering model. In KCS, the knowledge content is a byproduct of solving problems for your customers, and is collaborative. Everyone on the team is responsible for creating and validating content.

Here is a link to Rick’s presentation.

If you would like to know more about how to implement KCS in your organization, please consider attending the comprehensive Knowledge Centered Support Certification class at CPS Energy in San Antonio on November 16 – 18. Please contact Shea Knauff for more details and to register.  Shea can be reached at 904-819-6647.New Horizons

We’d like to offer our thanks again to New Horizons for hosting and sponsoring this event!