Past Meetings

Thanks to all the presenters who have made our past meetings successful.

September 28, 2016
"From Support to Enablement - How the Digital Economy is changing the face of IT"
Some processes from ITIL and traditional project management have served us well for many years. However, others like knowledge management, change management, release management, and waterfall SDLC’s simply are not working at the pace IT needs to deliver. Changing key components of your ITSM strategy can remove the barriers to agility. How does service management remove constraints? Come learn how Lean service management practices along with DevOps cultural changes can enable enterprise level agility within your organisation.
Key takeaways included:
  • What ITSM practices need to change to create agility
  • What ITSM guidance has caused IT to be a barrier to digital transformation
  • How the ITSM Professional role will change from digital transformation
Matt Hooper
Author, podcaster, blogger, & Twitter addict, Matt Hooper is an engaging international speaker on agile business management, leadership, technology, & customer service. His 20+-year career has taken him from help desk analyst to CIO. Matt brings practical & real-world insights for growing and sustaining business outcomes through organizational agility and customer centricity. An active member of the ITSM, DevOps, & Agile communities Follow Matt on Twitter: @Vigilantguy

Virtual Meeting - Tue, August 9

HDI local chapters from Connecticut, New England, Northern New England, and Rhode Island joined forces to offer a virtual meeting on Tuesday, August 9th at 1:00pm ET, featuring HDI Hall of Famer, Eddie Vidal! 

“From Couch Potato to Industry Leader” How did an unhappy couch potato, with little drive and ambition, transform his life to become a leader in his industry? In this virtual meeting, attendees learned about the advantages of taking risks, making mistakes, and turning failure into a positive learning experience.

Tools to leverage during your journey include: 

  • Using metrics to share your story 
  • Communication Principles – Everything from pen to paper to public speaking and social media 
  • Finding a mentor 
  • Using Professional Development to your advantage

Eddie shared 10 lessons learned on how to become a leader in your organization where failing is just part of the journey to success. Based on the blog article written for the Diary of a Non-Wimpy IT Service Manager.

Speaker Biography
Eddie VidalEddie Vidal has over twenty five years of experience in information technology, focusing on service delivery and support for IT infrastructures and operations. Eddie is a leader, team builder, communicator, solutions driven, strategic thinker and IT service management professional. In his current role as an independent consultant, he is leading the operational support for The Scripps Research Institute EPIC and Service Now implementation and building a proactive mature support organization. In his previous role, he was the Manager of the UMIT Service Desk for the Information Technology department at the University of Miami supporting over 35,000 faculty, staff and students.

Eddie is founding member and President Emeritus of the South Florida HDI local chapter, and is a member of the HDI Strategic Advisory Board (SAB). He was a past member of the HDI Member Advisory Board (MAB), original member of the HDI Desktop Support Advisory Board (DSAB) and former Regional Director of HDI Southeast Region. Eddie has presented at HDI and Fusion conferences. Eddie has been selected to chair Tracks at itSMF Fusion and HDI Conferences. He has also been published in HDI’s Support World Magazine. Eddie is a member of the itSMF Marketing and Communication team, you can listen to Eddie on the monthly itSMF podcast where he currently serves as a podcast jockey and producer. Eddie is also the winner of the 2014 itSMF South Region Member of the Year Award and 2014 itSMF President’s Award. Eddie was inducted into the HDI Hall of Fame inaugural class in 2016.

Eddie holds a Bachelor’s degree from Florida International University and has earned certifications for ITIL Foundations v2 & v3, ITIL v3 Intermediate Capability: Operational Support and Analysis OSA and HDI Support Center Manager.

Examples of previous presentations by Eddie can be viewed here and here

"The Evolution of Service Automation" on May 18, 2016 

In this session on the Power of Service Automation we explored a framework for automation as an element of Service Management along with the benefits Service Automation can provide to the organization.  We also took a closer look at processes that are a good candidate for a phase 1 of Service Automation and take that a step further to also look at good candidates for a phase 2 of a successful Service Automation rollout.

Kevin Smith is responsible for the Service Management Business Unit, including all strategy, go to market and customer success activities for the growing portfolio of HEAT Software Service Management applications. Kevin has a deep understanding of the Service Management market, having previously been responsible for product management, product marketing and corporate marketing for all HEAT Software product lines. Kevin brings over 25 years of technical, management, and executive leadership experience in technology and software businesses. Prior to HEAT Software, Kevin has held positions as Vice President of Solutions Management at Manugistics Inc., Vice President of Operations at Avyx Inc., as well as Flight Design Manager with NASA at the Johnson Space Center in Houston, Texas. Kevin holds a Bachelor of Science in Chemical Engineering from Texas A&M University and a Master of Science in Computer Science from the University of Houston.

Sponsored by:

HEAT Software is a leading provider of Cloud Service Management and Unified Endpoint Management software solutions for midsize enterprises. With its suite of applications, HEAT Software is the only company in the world that provides Cloud Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for thousands of leading organizations across IT, HR, Facilities, Finance, Customer Service and other enterprise functions. Its customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity.

"Branding Your Support Center/Branding Yourself: What Does It Mean & How Do You Do It??" by Mia Melanson on March 30 2016

Branding is one of the most important aspects of marketing, whether promoting the support center or self-promotion.  In the digital age, branding has become far more than a slogan or logo.  It is an integral part of both understanding and influencing the customer experience.  When done right, it can help to create communities, followers, and ultimately loyal customers.

About the speaker: For the past fifteen years, Mia has provided professional and organizational development programs for customer contact centers within entrepreneurial organizations and Fortune 1000 companies. These programs focus on implementing best practices and exceeding industry standards, resulting in improved customer satisfaction and loyalty. Through her firm, Performance Consulting, Mia works primarily with professionals in high customer contact functions where performance impacts profit on a daily basis. 

Our March meeting was sponsored by 

The heart of IT is about empowering people—and being able to serve and secure all types of users, on all the devices they use, wherever they are. With an end-to-end Service Management solution, only LANDESK unifies and automates the delivery of all the assets and services users need across mobile, cloud, and personal computing environments. By making users happy, we make IT more strategic and business more productive.

The LANDESK end-to-end Service Management solution encompasses four essential areas:

October 2015 
Topic: Integrating Service Planning into the Project Lifecycle
presented by Doug Anderson and Brian Miller from Tufts University 
The project was completed on time and on budget, meeting all technology and business requirements, but after the go-live party, did you realize the service the project delivered wasn’t quite ready for operation? This session will provide a practical overview of service planning activities that can be used in a modular fashion to ensure that approval, funding, and planning of project requests includes sufficient time, budget, and expertise to execute the service phase after project completion.

August 2015
Topic: Agile and the Service Desk presented by Donna Knapp,
Curriculum Development Manager at ITSM Academy
Wednesday, August 12, 2015 HDI NE, NNE, RI & CT August Virtual Chapter Meeting
Business success in today's competitive marketplace requires adopting a new mindset; an agile mindset. A willingness to continuously experiment and improve in rapid response to business opportunities and challenges. This session described ways IT organizations leverage agile practices in an effort to keep pace with business needs. Agile, Lean, DevOps and the need for streamlined IT service management (ITIL) processes were discussed. Think agile practices are only for your development organization? Not so. We learned ways that agile practices are impacting the service desk along with how these practices can be used to improve collaboration across IT functions, existing IT processes and overall IT performance.

June 2015
Topic: "The Human side of Change Management" presented by Mary Therese Durr, Boston College
Thursday, June 11th, at Worcester Polytechnic Institute, Worcester, MA
See the blog post
April 2015
itSMF Career Roadmap – The 1-stop guide to Professional Development
The itSMF Boston LIG for the premiere of the itSMF Career Roadmap presented your 1-stop guide to professional development, no matter where you are in your career. Participants learned what the roadmap is and how to use it to plan a path to success. The in-person session combined a presentation by Jason Stonehouse with interactive discussions better understand where people were at in their career, where they want to go, and how to get there.
March 2015
Topic: "Does IT have a crystal ball?"
Speakers: Jill Beckman, Assistant Director for Desktop Services and Mike Javorsky, Client Support Specialist III (Service Desk, IT Help Center) both at the Information Services & Technology, Boston University. 
 See the blog post
January 2015
Virtual event: "The Internet of Things”
Speaker: Amy DeMartine, Senior Research Analyst at Forrester Research
 See the blog post
December 2014
Annual awards ceremony at PINZ in Milford. We honored:
HDI New England Desktop Support Technician of the Year Chris Chagnon from WPI 
HDI New England Analyst of the Year Renee Croxen from Boston College
and nominees: Maria Dillon and Galen Lipen from WPI

November 2014
Topic: "Intelligent Swarming"
Speaker: Melissa George, Program Director, Consortium for Service Innovation

March 2014
Topic: "Business.Next"
Speaker:  Matt Hooper, VP of Strategy and Client Solutions at Acorio

January 2014
Virtual event: Building an Effective Service Desk Training Plan with Rae Ann Bruno
Presented in collaboration with HDI Rhode Island and HDI Northern New England chapters. 

December 2013
Annual awards ceremony at PINZ in Milford. We honored HDI New England Desktop Support Technician of the Year Dao Thach from Boston College and HDI New England Analyst of the Year Steve Choate from Boston University.

October 2013
Chapter Meeting featuring guest speaker Carlos Casanova, presenting "Change your Problem . . or was that an Incident?"

December 2012
Annual holiday celebration and awards at PINZ.  See "Photo Gallery".

September 2012 (Warren Conference Center, Ashland, MA)
Topic: Tools of the Trade - Panel Discussion
Panelists: Robin Whitman (Analog Devices),  Jeannine McConnell (Kronos), Todd Jarzinski (Sonus Networks)

August 2012 - Our first virtual meeting
Topic: Incident Management Metrics: A University of Miami Case Study
Speaker:  Eddie Vidal, Manager, Enterprise Support Services, U of Miami

Thanks to LogMeIn for use of their product to host this meeting

June 2012 (Waltham, MA)
Topic: Social IT - It’s About People, Not Tools
Speaker:  Roy Atkinson, HDI

March 2012  (Worcester, MA)
Topic: The Power of Metrics for Optimal ITSM Performance
Speaker: Malcolm Fry
All-day event at WPI
Thanks to our local sponsors: LogMeIn and WPI Corporate & Professional Education
Click the Photo Gallery link for pictures from this event.

December 2011
The Future of Knowledge Management
Speaker: Adam Krob, Verghis Group
Plus award presentation and holiday fun at PINZ

November 2011 - no meeting

October 2011
Half-Day Workshop: Business/IT Alignment
Leader/Facilitator:  John Custy, JPC Group

June-July-August-September 2011

summer hiatus - no meetings

May 2011
Topic: Social Media and Your Career - What you need to know
Speaker: Jack Fellers, Robert Half International

April 2011 - no meeting

March 2011
Topic: What is Client Virtualization and what impact could it have on the support center?

Presenter: Gregor Stewart, CTO, Broadleaf Services

February 2011
Topic: iPads, Droids, and Smartphones . . .Oh my! Mobile Computing Challenges for the Support Center
Facilitators: Shanna Gilberg - Boston College, Michelle Hagl - Akibia

January 2011 - no meeting

December 2010
Twentieth Year Chapter Anniversary Celebration at Pinz in Milford, MA
Year Up Presentation
Panel: Using The Service Desk As The “Launching Pad” For Your Information Technology Career….
Robin Whitman, Manager IT Service Desk, Analog Devices
Marie DiRuzza, Assistant Director of Desktop Services, Worcester Polytechnic Institute
Janice Delano, Service Desk Analyst, Analog Devices & former Analyst of the Year finalist
Rob Saunders, Desktop Support Specialist, Analog Devices & former Analyst of the Year Award winner
Patrick Moody, Helpdesk Analyst, Worcester Polytechnic Institute, Former Analyst of the Year winner

November 2010 - no meeting

October 2010
Topic: Measures, metrics and madness: the new world of guiding not grading
Speaker: Phil Verghis, The Verghis Group

September 2010
Topic: Connect To Your Customer…Bridging the Gap to Great Customer Service in an Economically Challenged Environment
Linda Vega  - Supervisor IT Office Support - Fish & Richardson P.C.
Mark Orlando - Communications & Curriculum Development Specialist - Fish & Richardson P.C.

July-August 2010 - summer hiatus

June 2010
Topic: Bridging the Gap Between Vendor Tools and ITIL Processes
Speaker: Vernon L. Palango - ITSM Practice Manager, InteQ Corporation

May 2010 - no meeting

April 2010 - Special Event in Nashua, NH
Click here for photos, sponsors and speaker list

March 2010 - no meeting

February 2010
Topic: From Feedback to Action
Speaker: Fred Van Bennekom, Dr.B.A., Great Brook Consulting

January 2010
Topic: Engaging Project Management Communications Techniques for Bulletproof Support Relationships
Speaker: Julia Forbes, Manager of Training and Application Resources, Brown Rudnick, LLP

December 2009
Topic: Problem Management for Real!
Speaker: Reg Lo, Third Sky, Inc.

November 2009
Topic: Service Catalog Success
Speaker: Mark Hamilton, Pink Elephant

October 2009
Topic: Leveraging the Configuration Management System
Speaker: Carlos Casanova
Plus: Dunkin Brands site tour

September 2009 - Extended Summer Hiatus
July/August 2009 - Summer Hiatus

June 2009
Topic: What's in Your Toolbox?
Facilitator: Marie DiRuzza, WPI

May 2009
Topic: Map and Compass for ITIL: Building Your Roadmap and Navigating Your Journey
Facilitator: Mike Orth, Column Technologies

April 2009
Topic: Motivating the Troops in a Bad Economy
Panelists: Shawn McKinnon, Ryan Case and Sandy Rossetsky, TJX Companies;
Krystina Silva, Ropes & Gray LLP
Moderator: Robin Whitman

February 2009
Topic: Service Catalogs
Speaker: John Custy, JPC Group

January 2009
Topic: Service Desk in the Cloud: SaaS User Experience
Panelists: Bonnie Royal, Omgeo and Ellen Prokopow, EnerNOC
Moderator: Carl Fink, GroupSoft

December 2008 - holiday hiatus

November 2008
Speaker: Chris Senseman, WPI
Topic: Using SharePoint to Enhance Support
Plus Analyst-of-the-Year presentation.

October 2008
Speaker: Dennis G. Ravenelle
Topic: Getting Past Silos, Heroes and Small Boxes

September 2008
Speaker: Katherine Spencer Lee, Executive Director, Robert Half Technology
Topic: What Snake Person Workers Want: How to Attract and Retain Society of the Serpent Employees

June/July/August 2008 - Summer Hiatus

May 2008 Special Event
Speakers: Kirk Weisler, Rich Hand, Malcolm Fry and Roy Atkinson

April 2008
Speaker: Frederick C. Van Bennekom, Dr.B.A., Great Brook Consulting
Topic: The Dirty Dozen of Common Survey Mistakes

March 2008
Speaker: Leslie O'Flahavan, E-WRITE
Topic: How to Write to People Who "Don't Read"

February 2008
Site Tour: Dunkin' Brands, Canton, MA
host: Cheryl Neff, IT Manager of Support Services
Discussion: Help Desk & Call Center design

January 2008
Marie DiRuzza, Assistant Director, Desktop Services, WPI
Mary Fetherston, Manager, Help Desk-Contact Center, URI
Kent Belcher, Employee Services Manager, Analog Devices, Inc.
Topic: Managing Up for Help Desk Success!

December 2007 - no meeting

November 2007
Speakers: Christof Recknagel and George Lloyd, The Boston Consulting Group
Topic: Implementing a Service Catalog

October 2007
Speaker: Simon Yelsky - RightAnswers
Topic: Content Effectiveness

September 2007
Speaker: Phil Verghis,
Verghis Group
Topic: Customer Psychology - Simple Lessons for Great Results

July/August 2007 - summer hiatus

June 2007
Speaker: Marie DiRuzza, WPI
Topic: Training for Customer Service and Team Building

May 2007
Facilitators: Robin Whitman and Jeremy Kurtz
Topic: How NOT To Run a Help Desk

April 2007
Speaker: Duane Kincus - Director, New England Sales,
Bomgar, Inc.
Topic: Increasing First Call Resolution, and a Little Fun

March 2007 Special Event
John Custy - JPC Group
Chip Gliedman - Forrester Research
Phil Gerbyshak
Naomi Karten
Sam Rizzico - Rober Half Technology
Platinum Sponsor: Bomgar
Other Sponsors: BMC Software, Right Answers, Vaultus

February 2007
Speaker: Kent Belcher - Corporate Service Desk Manager, Analog Devices
Topic: Transforming IT Support

January 2007
Speaker: Rick Veno, Sr. Consultant, Pomeroy
Topic: New Year's Resolution – Service Level Management

December 2006 - no meeting

November 2006 - roundtable discussions

October 2006
Speaker: Chuck Kelley
Topic: FiSH Philosophy for Customer Service Professionals

September 2006
Speaker: Allison Babb
Topic: My Co-workers Are Driving Me Nuts!

July/August 2006 - summer hiatus

June 2006
Speaker: Katherine Spencer Lee, Executive Director, Robert Half Technology
Topic: Top Hiring Mistakes & How To Avoid Them

May 2006
Speaker: Ron Muns, CEO, HDI
Topic: Measuring and Improving Customer Satisfaction

April 2006
Speaker: Ric Mims, President and CEO, SupportCenter Global Technologies, Inc.
Topic: Getting Control of Your Service Delivery Model

March 2006
Speaker: Mia Melanson, Performance Consulting
Topic: Good to Great: Leading your team to Olympic-level performance

February 2006
Speaker: John Custy, JPC Group
Topic: Metrics

January 2006
Speaker: Mark Yunger, Millenium Pharmaceutical
Topic: Reinsourcing

December 2005 - no meeting

November 2005
Speaker: Julianne Bride, Blue Cross Blue Shield of Massachusetts
Topic: Concierge Service Delivery Model

October 2005
Special event in Portsmouth, NH
Speakers: Kirk Weisler, Johann Stoessel, Lisa Welsher, Deborah Monroe, Sophie Klossner

September 2005
Topic: Support Tools for the Mainframe
Speaker: Marc Heimlich, VP of Business Development & Marketing, StreamFoundry

July/August 2005 - summer hiatus

June 2005
Topic: SLM - who said we agreed?
Speaker: Phil Verghis, Verghis Group

May 2005
Topic: Implementing ITIL - Real life lessons from the Trenches
Reg Lo, Vice President Eastern Region, Third Sky, Inc.
Hank Marquis, Third Sky, Inc.

April 2005
Special event at Mohegan Sun with keynote by Ron Muns
A joint production with the Connecticut chapter
Other speakers: Lisa Welsher, David Ratcliffe, Leslie O'Flahavan, Hector Nevarez

March 2005
Topic: "The Impact of the Sarbanes-Oxley Act of 2002 on the IT Service and Support Professions"
Speaker: Mike Levinson, Hannaford Bros. Co.

February 2005
meeting cancelled

January 2005
Akamai Site Visit
Don Montabana

December 2004
Holiday Party - no speaker

November 2004
Topic: The Future of Technical Support
Speaker: Phil Verghis

October 2004
Topic: Piercing the Six Myths of Management
Speaker: Johann Stoessel

September 2004
Topic: The FISH Philosophy
Speaker/Facilitator: Chuck Kelley, HDI-NE Chapter officer

July/August 2004 - summer hiatus

June 2004
Topic: Take the KM (Knowledge Management) Challenge
Speaker: Steve Dreyer, CEO & Founder, SMA Management Systems

May 2004
Topic: Human Asset Management: Hire, Mentor & Manage Your Most Important IT Asset
Speaker: Julie Mohr, Managing Consultant, Alternative Resources Corporation

April 2004
Round table discussion

March 2004
Topic: Metrics That Matter
Speaker: Joe Barkai, Diagnostic Strategies

February 2004
Topic: Understanding Your Customers Through Online Surveys
Speaker: Bruce Manicinelli, WebSurveyor Corporation

January 2004
Topic: External Monitoring Systems and Protecting Your Website
Speaker: Bill Kaiser, Catbird Networks

December 2003 - Holiday party; no speaker.

November 2003
Topic: Using Knowledge Management to Streamline Service Delivery Options
Speaker: Andrew Rawson, RightAnswers LLC

October 2003
Topic: Help Desk Role in Preventing Spam
Speaker: Rich Schwartz, RHS Consulting, Inc. -

September 2003
Topic: Learn Your Energy Profile and How to Make it Work for You
speaker: John Custy - JPC Group

July/August 2003 - summer hiatus

June 2003
Topic: How to Write Great E-Mail to Improve Customer Support
speaker: Leslie M. O'Flahavan - Ewrite

May 2003
Topic: Becoming a Help Desk Change Artist
Speaker: Naomi Karten - Naomi Karten Associates -

April 2003
Topic: Visioning Your Support Organization
Speaker: Judy Benda - COO, Help Desk Institute

March 2003
Topic: Work Force Management
Speaker: Diane Mahan-Gately, Manager of Cluster Labs and Electronics at University of Massachusetts - Dartmouth

February 2003
Topic: Investing in Your Help Desk Staff
Speaker: Derek Anderholm, Manager, Customer Services,
University of Massachusetts Medical School

January 2003
Topic: The Total Approach to a World-Class Help Desk
Speaker: Janet Diehl, SMA Management Systems

December 2002 - no meeting

November 2002
Topic: Surrounding the Service Desk (ITIL)
Speaker: David Pultorak, Pultorak & Associates

October 2002
Topic: The Evolving Role of Customer Support Organizations
Speaker: Chris Martins, independent consultant

September 2002
Topic: eSupport
Speaker: Geoff Revell, Channel Manager, Control-F1

July/August 2002 - summer hiatus

June 2002
Topic: Meeting Customer Expectations
Speaker: Chuck Kelley - NEBS

May 2002
Topic: Your Help Desk Today, What Works?
Speaker: John Migliazza -Practice Director - Spherion

April 2002
Topic: Service Level Agreements
Speaker: Steve Dreyer, SMA Management Systems

March 2002
Topic: Developing A Reliable Survey Process
Speaker: Frederick C. Van Bennekom, Dr.B.A.

February 2002
Topic: Implementing More Than a Knowledge Base Tool
Speaker: Bob Moalli, HDI New England Regional Director and RF Moalli Consulting

January 2002
Topic: Customer Self-Help Via the Web
Speaker: Paul Simpson - Principal - Simpson Consulting

November 2001
Topic: Overcoming Overwhelm: Coping Resources to Reduce Stress
Speaker: Mia Melanson, Performance Consulting

October 2001
Topic: "How to Scale Support or Die Trying"
Phil Verghis - Sr. Director, Service Delivery, Akamai
Don Montabana - Director of Global Customer Care, Akamai

September 2001
Topic: "Best Practices and Trends that Matter"
Speaker: Ron Muns - Founder & CEO, Help Desk Institute

July/August 2001 - Summer Hiatus

June 2001
Topic: You’re Still Almost There: Getting Your Website Right
Speaker: Stephanie Heacox, Information Scientist, OPCENTER, LLC

May 2001
Topic: Catching Yourself Being Yourself
Speaker: Naomi Karten, Karten Associates

April 2001
Topic: Help Desk Software RFP's from Both Sides Now
Speaker: Carl Fink, founder and CEO, GroupSoft Systems, Inc.

March 2001
Topic: Successful Technical Managers: 10 Lessons Learned
Speaker: Johanna Rothman, founder and principal of Rothman Consulting Group, Inc.

February 2001 - no meeting

January 2001
Topic: Chase eCare Support Model

Speaker: Denise Vitale, Vice President, Chase Manhattan Bank

December 2000 - no meeting

November 2000
Topic: Foundations of Customer Service
Speaker: Mary Jo Howard, Practice Director of Spherion Infrastructure Solutions

October 2000
Topic: eBusines and Customer Support
Speaker: Ken Berggren, Director of Sales, Apropos Technology

September 2000
Topic: Call Center Recovery Planning
Speaker: Ed Deveau, Sr. V.P., EverGreen Data Continuity, Inc.

May 2000
Topic: Tools and Technologies of Today's Help Desks
Speaker: Ken Hayes - Practice Director, Interim Technology

April 2000
Topic: Automating Customer Satisfaction Surveys

Speaker: Mike Manolagas, Service Director, MEDITECH

March 2000
Topic: Selecting a Knowledge Base Tool
Speaker: Bob Moali, Compaq

February 2000
Topic: Reducing the Total Cost Ownership for Help Desks
Speaker: Larry Desiano, Network Associates

January 2000
Topic: Best ways to measure your service, and what you should be doing with the data
Judith Cardinal, EDS E.Solutions
Mark Ellis, Director of Service Operations, Open Market

November 1999
Topic: The World Class Help Desk
Speaker: Phil Verghis, Akamai

October 1999
Topic: Teamwork: Working the Team So the Team Works Well
Speaker: Naomi Karten, Karten Associates,

September 1999
Topic: Virus Protection Strategies and The Role of the Help Desk
Speaker: Victor Pizzolato, Interim Technology

July/August 1999 - summer hiatus

June 1999
Topic: Survey Automation Tools
Speaker: Dr. Fred Van Bennekom, Great Brook Consulting

May 1999
Topic: Keeping the Good People You Have
Speaker: Rick Brenner, Chaco Canyon Consulting

April 1999
Topic: How to Prepare an RFP/RFI When Selecting a Vendor
Speaker: John Custy, Ziff-Davis

March 1999
annual hiatus

February 1999
Topic: Customer Service Excellence
Speaker: Anna Turruellas, Interim Technology

January 1999
Topic: The Practical Application of Causal Loop Analysis -- a Front Line Approach
to Improving Problem Resolution
Speaker: Charles Donnelly, Onsett International Corporation

November 1998
Topic: Hiring the Right People
Speaker: Johanna Rothman, Rothman Consulting Group, Inc.

October 1998
Topic: Bridging The Help Desk Skills Gap
Speaker: Mary Jo Howard, Interim Technology

July-August-September 1998
Summer Hiatus

June 1998
Topic: Optimizing Technology Investments
Speaker: Gina Kubie, Kubie & Associates, Inc.

May 1998
Topic: Best in Class Help Desk
Speaker: Chuck Kelley, Digital Equipment Corporation

April 1998
Topic: Changing How You Manage Change
Speaker: Naomi Karten, Karten Associates
(A joint meeting with the Association of Women in Computing)

March 1998
Topic: Round Table Discussion

February 1998
Topic: Future of Internet/Intranet Support
Speaker: Tony Lowenstein, Professional Help Desk

January 14, 1998
Topic: Round Table Discussion

December 1997
holiday hiatus

November 12, 1997
Topic: The Business Value of the Help Desk
Speakers: John Cahill, Corporate Strategies and Dave Gardiner, Teloquent Communications

October 8, 1997
Topic: Help Desks: Best of Breed
Speaker: Dean Lachance, Vanstar Corporation

September 1997
Topic: How to Audit your Help Desk Operation
Speaker: Carolyn Atkinson, Interim Technology