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Date/Time
Date(s) - 29 Feb 2012
1:00 PM - 4:00 PM
Location
Medicis Pharmaceutical Corporation
Category(ies)
Feb 29th AZHDI Mini Seminar! A Leap Year/Hump Day Combo of Service Desk & Deskside Support topics you can’t miss!
Service-Now will be giving away a $100.00 gift-card!!
1:00 to 4:00
Speakers: Both Bren Boddy-Thomas of Exchange Bank & Michael Fisher of Molina Healthcare are leaders in the Western Regional HDI Chapters and have been selected to present at the HDI conference in Orlando in April of 2012.
Michael Fisher: Dispatches From Afar: Building and Managing a Distributed Desktop Support Team
In companies with offices in multiple geographic locations, it’s the nature of Desktop Support that we’re working in and managing teams that are widely scattered. Ten years ago companies had budget resources to bring people together for training and team-building, but in the current climate of reduced staff levels and nonexistent travel budgets, how do you build and maintain an effective distributed Desktop Support team?
Join Michael Fisher, Incident Manager for Molina Healthcare, for an entertaining and informative session as he discusses strategies, techniques and tips for creating and managing a high-performing distributed Desktop team. You’ll learn the Five Essentials of a Distributed Team, along with ways to establish your team’s identity, morale and cohesiveness even when they’re scattered across the continent.
Speaker Bio: Michael Fisher
Michael Fisher has been providing IT support for twenty-five years, building widely distributed IT support teams in the publishing, media, and healthcare fields. He is currently Incident Manager for Molina Healthcare in Long Beach, CA, and most recently supervised Molina’s Desktop Support team, overseeing thirty-four technicians spread across nineteen locations in fourteen states. Michael is a certified HDI Support Center Manager and is the president of the HDI Orange County local chapter in California.
Bren Boddy Thomas: What the Heck did my CIO just say??
Bren Boddy-Thomas understands the focus and perspective of her CIO and has learned to speak the language. Drawing upon her experiences as she earned a place at the table, Bren will share ideas about how to communicate with your CIO and begin to take a more active role in strategic and business-centric discussions. She will offer some real, practical, guidance to help you build a more effective relationship with your senior IT management and be a part of that team, not a bystander. Key Learning Objectives: What does the CIO value about the role of technical support? How does that value connect with the day-to-day guidance support center managers provide to their teams? What do technical support managers need to measure and report to the CIO that demonstrates that value? What is the language of the CIO and how do you incorporate that into your communications?
Bren Boddy-Thomas is a help desk manager with over 30 years of customer service management experience and has been in the IT service and support industry since 2002. She is on the Computer Science Advisory Board with Santa Rosa Junior College, & has an HDA certification from HDI. Bren is the Creator of the Super Help Desk.
