HDI Steel City. Twelfth Annual Awards Ceremony & Holiday Party. December 4, Special Thanks. Donations. About Us

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1 Special Thanks HDI Steel City would like to thank all of our nominees, nominators, judges, sponsors, and donors for making this event successful. A lot of hard work goes into bringing the awards program to the Pittsburgh region and it could not be done without you! Donations Thank you to the following companies for donating items for this special awards program. HDI Steel City About Us Steel City is a local chapter of HDI located in Pittsburgh, PA. A UBM Tech company, HDI is the professional association and certification body for the technical service and support industry. Guided by an international panel of industry experts and practitioners, HDI serves a community of more than 120,000 technical service and support professionals and is the premier resource for best practices and emerging trends. The Steel City chapter meets monthly and our membership is composed of staff, consultants, technicians, managers, executives, vendors, and others who are active in the IT service and technical support community. Eight experienced and influential volunteers from the service and support industry manage our local chapter. Our programs target those at all levels of the organization, from front line staff to executives, and provide the latest industry hot topics such as customer service, desktop support, metrics, IT service management, support trends, new technologies, and much more! Twelfth Annual Awards Ceremony & Holiday Party December 4, 2013

2 WELCOME Welcome to the HDI Steel City Twelfth Annual Analyst of the Year and Desktop Support Technician of the Year Awards Ceremony! We would like to congratulate all of the nominees for this year s awards, as each one ranks among the highest caliber of professionals in the IT service and support industry. About the Awards Each year HDI Global works jointly with the HDI local chapters to identify and award the industry s top first level support analyst and desktop support technician. Those who are nominated at the local chapter level will have an opportunity to compete with their peers locally, regionally, and globally for these prestigious awards. The Analyst of the Year award recognizes a help desk analyst that exemplifies the best qualities among the practitioners in our region. This award is intended for the support industry s top front-line, first-level support analysts who possess the knowledge and skills required to provide quality service and support for internal or external customers. The Desktop Support Technician of the Year award recognizes a desktop support specialist who illustrates the best qualities among the professionals in our region. This award is intended for the best technicians that respond to incidents escalated by the service desk that are related to customer equipment and require additional skills, knowledge, tools, or authority. Program Sponsors ProTech Professional Technical Services, Inc. is an Enterprise IT professional services firm formed by industry veterans with almost two centuries of collective experience. We are a multi-million dollar corporation training thousands of students and consulting with hundreds of clients each year. Our company is passionate about engaging with students and helping corporations maximize the potential of their employees. ProTech delivers traditional and virtual classroom training solutions as well as an extensive library of self-paced titles. Robert Half Technology is both a local and national sponsor of the Analyst of the Year and Desktop Support Technician of the Year awards. With more than 100 locations in North America and Europe, Robert Half Technology is a leading provider of technology professionals for initiatives ranging from web development and multiplatform systems integration to network security and technical support. The company offers clients flexible, cost-effective staffing solutions that allow them to maximize the power of technology for the ongoing success of their business. ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes, and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise. ServiceNow transforms IT from the department of no to the department of now. The Steel City local chapter is a not for profit organization and does not endorse or recommend any vendor, vendor product, or vendor service.

3 Program Sponsors Event Schedule Founded in January 2002, B & V Staffing is a highly specialized Contingency and Retainer based staffing agency. We provide full service business, information technology, and engineering recruitment. We have helped clients ranging from small to mid-sized technology companies to well established fortune 500 organizations in a variety of industries. Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world including Windows, Mac, Linux, ios, Android, BlackBerry and more. More than 7,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Cherwell Software makes life better for you and the customers you serve. Our award-winning IT service management software empowers you to design and deliver exceptional customer experiences. Cherwell quickly answers your help desk, service desk and software needs while giving you the tools to solve your business process challenges. 4:30 p.m. 5:00 p.m. Registration 4:30 p.m. 5:30 p.m. Happy Hour! An open bar will be provided. 5:30 p.m. 6:15 p.m. Dinner Service and Networking 6:15 p.m. 6:30 p.m. Introduction of Analyst of the Year and Desktop Support Technician of the Year Nominees 6:30 p.m. 7:00 p.m. Awards Ceremony 7:00 p.m. 8:00 p.m. For over 20 years, LANtek has been a leading provider of technical services and IT staffing. With headquarters in Pittsburgh, PA, we deliver services locally, regionally and nationwide for some of the country's largest companies. With our flexible service offerings, we can supplement your onsite staff, provide remote IT managed services, or customize a solution that fits your needs. Resolving your technology issues is our number one priority. HDI Steel City Holiday Party

4 Analyst Nominees Stephanie Beard Assistant Technology Analyst Giant Eagle Nominated by Jessica Szalla Stephanie is a Technology Service Desk Analyst at who has been internally recognized for best-in-class customer service. She has been part of our internal team since She has a degree in Multimedia Communications and has offered best-in-class support to customers for her entire professional career. She is counted on for boosting team morale and has been known to go above and beyond for her peers. Stephanie is encouraged by her husband, Ben, who also works in Technology Support. Shane Bell Help Desk Analyst - Intermediate Children s Hospital of Pittsburgh of UPMC Nominated by Chuck Gumbert Shane came to UPMC for career advancement in the IT field after moving back to Pittsburgh from New York City, where he worked as an architect for a high-profile architectural firm. Shane has a strong and diverse background with IT despite the completely different career path he previously held. Shane's technical expertise and drive for efficiency coupled with his understanding of delivering the highest level of quality service to end users is a testament to his caliber of work. Steel City Judges HDI Steel City would like to give special thanks to this year s judges for making the Awards Program successful! Our judges are active in the HDI and Service Management industry and have volunteered their time to judge the nominations for our local chapter. Jonathan Berdyck Highmark, Inc. Karen Hathorne ProTech Training Denise Heinle HP David Hileman Service Transformation Paul Watters Development Dimensions International Kevin Westling Carnegie Mellon University Thank you for your time and commitment to the HDI Steel City chapter!

5 Steel City Officers Thank you to the HDI Steel City Officers for their time, effort, and dedication put in throughout the year to make our programs and events successful! President Dee DiDiano-Kerns Co-VP of Communications Carrie Francart Co-VP of Communications John Carnicella VP of Finance Donna Murrman VP of Memberships Kevin Smith Co-VP of Programs Melissa Jackman Co-VP of Programs Karen Reinsel Chapter Advisor Rick Joslin Analyst Nominees Alex Koval Help Desk Consultant 2 Duquesne University Nominated by Melissa Jackman Alex joined the Help Desk in 2006 as a student employee, where he started his career in Help Desk support. After working on the Help Desk for several years while attending school, Alex graduated in 2009 and entered the work force, serving as a Literacy Americorps member, tutoring students in GED skills through Carlow Community Education. We were so pleased when Alex eventually rejoined the CTS Help Desk staff at Duquesne in He also volunteers during his spare time at the Highmark Caring Place, where he provides support to young kids suffering from a loss of a parent or loved one. Nathaniel Landers Service Desk Engineer Continuum Managed Services Nominated by William Stevens Nate is an information technology graduate of Pittsburgh Technical Institute's Information Technology program, with a concentration in Network Security and Computer Forensics. After successfully completing an internship at Chartiers Valley School District, Nate joined the Continuum Service Desk team in August Nate is reliable, hardworking, and always strives to provide the best experience possible to the customers he works with.

6 Analyst Nominees Courtney Thomas Senior Support Analyst Financial Information Systems, University of Pittsburgh Nominated by Carrie Francart Courtney has worked at FIS for over five years. She holds a Bachelors of Science degree in Finance and is pursuing a dual MBA/MS-MIS degree, both from the University of Pittsburgh. She has also obtained a Certificate in Organizational Leadership and Ethics from the David Berg Center at the University of Pittsburgh. Courtney holds several professional certifications including HDI Support Center Analyst, ITIL v3 Foundations, CompTIA A+, CompTIA Network+, Microsoft Certified IT Professional: Enterprise Desktop Support Technician on Windows 7 and Microsoft Certified Technology Specialist: Windows Vista Configuration. Desktop Support Technician Nominee Andy Flemm Senior Systems Administrator Financial Information Systems, University of Pittsburgh Nominated by Anthony DiGregorio Andy has worked as a Senior Systems Administrator in FIS since December Andy holds a Bachelors Degree in Business Administration from West Liberty University. He also holds the CompTIA A+, Network+, Security+, Microsoft Certified Technology Specialist: Windows 7, Microsoft Certified IT Professional: Enterprise Desktop Administrator on Windows 7 and HDI Desktop Support Technician certifications. In his spare time, Andy enjoys playing guitar, mountain biking, and working on home improvement projects. Tamara Tolliver Help Desk Analyst - Associate UPMC Nominated by Linda Echement Tamara has worked for UPMC since August She has previously worked at Jones Lang LaSalle Real Estate Corporate Call Center, Bank of America Pittsburgh s Office, Mellon Bank and the Mellon Private Wealth Management Help Desk. Tamara s positive spirit and bubbly personality are contagious. As one of her customers said, It is so nice to call the Help Desk and speak to someone that is helpful and likes their job! She is a great asset to your department!