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July
Monthly Chapter Meeting
Thursday, July 15th, 2010
Presentation
Pictures
Add to Outlook
 Come
to the meeting and get a chance to WIN
an IPOD TOUCH!!!!! We will
raffle it off to a lucky HDI member. If you
are an HDI member and you bring a non-member
to the meeting, you will get 2 raffle tickets
(i.e. double the chances to winS). If you
are a non-member and you join HDI before or
at the meeting, you will be eligible to win.
Also we will be giving away an HDI Bronze
Membership at our meeting, and that lucky
winner will be eligible to win the IPOD TOUCH.
The lowest level of HDI membership (Bronze)
only costs $75, so what are you waiting for?
Click HERE
to find out how you can become an HDI member.
Re-engineering the Help Desk/Support
Center
Helpdesks today are facing more challenges
than ever with lower budgets, higher costs,
and more demand for their services. Bill and
Sharon will share their experiences with and
knowledge in reducing helpdesk costs while
improving quality through process changes
and optimization, pushing resolution to the
most cost effective level with self-service
being an integral channel.
This session will provide you with an understanding
of:
- Why helpdesks need to be re-engineered
- Ideas on how to optimize your helpdesk
- Knowledge centered versus call centered
services
- How to implement effective self-service
– it’s not just about the technology!
- The benefits of a re-engineered help desk/support
center
You can not only survive the challenges of
today’s helpdesk environment – you can create
a support model that your end users and agents
will prefer, with substantially lower costs
both short term and long term.
Date: Thursday,
July15th, 2010
Place:
Compucom MAP
7171 Forest Lane
Dallas ,TX 75230
- Parking is available at the front of the
center as well as on the West side parking
lot. Look for signs to HDI event inside
Guest Speakers: Sharon
Hughes/Bill Miller
Agenda:
1:30 - 2:00 Networking, refreshments
2:00 - 2:10 Chapter business
2:10 - 2:20 Web
Page Review
2:20 - 2:30 Interactive Survey
2:30 - 3:30 Main Presentation/QA
3:30 - 3:45 Network Break / Survey /
Prizes
Speaker Bio:
Sharon Hughes, Vice
President of Sales
Sharon Hughes leads Sales across all ii2P
product lines and services. She brings over
26 years of IT and management experience to
ii2P, including running the Identity Management
practice at a $6 billion/year outsourcing
company. Sharon has successfully delivered
IT solutions for manufacturing, retail, finance,
and oil and gas companies. Her unique blend
of experience as a hands-on technical developer,
as management responsible for purchasing and
implementing solutions, as a vendor of 3rd
party solutions, and in consulting have given
Sharon the insight to understand customer
and product issues from all sides.
Prior to joining ii2P, Sharon has been VP
of Business Development for a major identity
management vendor; Director of Projects at
a Sun Identity Management consulting company;
and Director of Professional Services at a
tier 1 outsourcing company. Sharon is proud
to hold a Bachelor of Business degree from
Texas A&M University.
Bill Miller, Chief Marketing and Sales
Officer
Mr. Miller has 19 years in the IT Outsourcing
industry, holding responsibility for all phases
of the product life-cycle for helpdesk and
call center support products and services
including strategic vision, product design,
market development and sales and service delivery.
Prior to founding ii2P, Mr. Miller held global
management positions at CSC and Entex Information
Service.
Mr. Miller has held responsibility for the
delivery and operations management of regional
and global helpdesks and call center services.
Mr. Miller has developed and implemented global
continuous improvement programs targeted to
improve service delivery consistency and quality,
employee and customer satisfaction and overall
cost performance, and incorporating integrated
Level 0, 1 and 2 services into a seamless
service infrastructure. He is experienced
in working with global multi-cultural environments.
Mr. Miller has served as the primary industry
relations interface for the helpdesk product
line, performing executive briefings to Industry
Analyst, Research groups in North America
and EMEA.
Sponsor Partner - ii2P
ii2P is the only service partner
today who can optimize helpdesk support to
radically improve end-to-end performance,
then bolt effective self-service tools onto
the front end to achieve a service that both
delivers the preferred user interface and
lowers cost by an order of magnitude.
www.ii2p.com
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