Living in the Disruption Economy: Why Our Customers are Screaming for Change and We’re Still Not Listening
Author – Speaker – Consultant
As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic and lethargic global enterprises who are slow to change and create unnecessary friction for the consumer. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over the network TV station. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate, reduce friction and stop waiting for our customers to come to us. And knowledge is the key to our success.
Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching — her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.
Employee Training – Getting it Right Every Time
Presented by Terri Oropeza
The help desk is often the place careers begin in IT – hiring college grads or internal transfers with some technical knowledge. Learn how to develop a dynamic and interactive training site using SharePoint to create and manage learning guides and other modules.This approach ensured that every help desk team member is a real-time instructor, training new support admins while also increasing individual and collective available knowledge and expertise.
Terri Oropeza has been in IT Support since 1985 – first as the owner of a pioneer desktop publishing company and for 22 years at Synopsys where she transformed the traditional Help Desk into a full service Solutions Center – providing 24 x 5 support using resources in the US , India and Europe. She is skilled in working with diverse global teams from customers to upper management to individual contributors. Terri has had many different roles in IT including Project Manager, Business Analyst, Account Manager and Business Systems Administrator. Terri has been an HDI member since 2000 and has been a local chapter officer for many years. After retiring from Synopsys, Terri is now teaching Computer and Information Systems courses at Cabrillo College in Capitola.
How to Survive the Wild Wild Web
Presented by Keson Khieu, CISSP, PMP – Information Security Officer
In this informative security talk, Keson will walk through how the Internet works in order to point out potential weak points where common and lethal cyber-attacks may be mounted to affect you, your family, your company or your customers. Keson will show you the danger of your cell phones, your security camera, your thermostat, your TV, your digital assistants such as Amazon.com’s Echo, Google Home, Apple’s HomePod. More importantly, Keson will show you how to protect yourself, your family and your company. You will experience 3 important security authentications to choose from: Something You Know, Something You Have, and Something You Are.
Keson is serving the State of California as a Principal Information Security Officer. Keson has 20+ years of experience in Networking and Network Security. Keson is a certified CISSP and PMP with advanced degrees in Electrical Engineering and Computer Science. In addition to his fulltime job as ISO, he’s currently a Computer Science Professor at Sierra College in Rocklin.
Flash Memory Failed? Now What?
Presented by Jim Wilhelmsen – SSD Recovery Specialist
How volatile are SSDs and flash memory? What are some Do’s and Don’ts? Can data be recovered when all else seems lost? Join Jim Wilhelmsen for an interactive discussion on the technology behind flash memory, best practices and how to handle related help desk calls.
As an SSD Recovery Specialist, Jim Wilhelmsen is a senior member of DriveSavers R&D team with special focus on SSD and other non-volatile memory storage devices. He joined DriveSavers in 2005 with ten years of experience in electronics manufacturing and retail sales. Jim specs, builds and maintains custom data recovery workstations and software tools for DriveSavers lab engineers. He also developed the program for post recovery customer support, and is dedicated to providing the best possible experience for DriveSavers customers.
Modern Service Desk: Working from Anywhere
Presented by Josh Long – Senior Technical Manager – IT Solution Architect
As virtualization and cloud have taken hold, IT support has changed. Traditionally, technicians and engineers had to be in proximity to the users and hardware they supported. Today, that expertise can often reside in other locations. Along with key benefits, this can bring business and technical challenges. Explore this rapidly growing approach to support as Josh shares from his experience designing, implementing, and supporting tools and infrastructure that make it successful.
Since becoming a Microsoft Certified Professional in 1995, Josh has experienced many aspects of IT support while maintaining a focus on Microsoft technologies. After 15 years providing enterprise desktop and server support, he transitioned his role to lower-cost centers and joined Experis. As Senior Technical Manager and Solution Architect, he helps clients realize their IT goals, providing modern solutions that enhance productivity, simplify support, and reduce cost.
Workplace 2025: What’s Your Future Staffing Strategy
Presented by Heather Johnston – District President – Robert Half: Technology Staffing Services
What does the workplace look like in 2025? And, how will emerging technologies of today impact the way we perform our jobs tomorrow? This presentation will look at key technology trends taking place across industries and highlights up-and-coming tech jobs of the future. It also discusses how leaders can be more strategic in their search for tech talent and how to assess the skills required to manage the evolving staffing needs that come with a digital transformation.
Heather Johnston is the District President for Robert Half, the world’s first and largest specialized staffing firm. Heather oversees operations throughout the Bay Area for the company’s Robert Half Technology and The Creative Group divisions, the leading providers of highly skilled technology and creative professionals. Heather has10 years’ experience in the staffing industry and is a frequently quoted expert on various workplace topics. She also speaks regularly on IT and creative hiring and market trends to various organizations.
Various Approaches to Managing Projects
Presented by Brad Mahaney, PMP, CSM, ACC
All organizations have projects, with many attempting to run hundreds of projects concurrently. The proper project management of these projects is critical to the organization’s bottom line. The competitive landscape has been changing, and organizations cannot wait two or three years for the release of a product. During the session, we will be discussing some of the project management approaches currently used by organizations and where we may be going in the future.
Brad has devoted his career to the Investment Management and Financial Services Industry and is currently in the role of Director at a Global S&P 500 Investment Management Company. He began his career in accounting and financial reporting, and has spent the past 21 years working within the Project Management field.
During his career in Project Management, Brad has worked within various business units and PMOs as a Business Analyst, Project Manager, Program Manager and Consultant. He has extensive experience providing project management, oversight and sponsorship on large, complex, global system-related implementations utilizing various forms of technology. He is a member of the Sacramento SharePoint User Group (SPUG) and has also earned his Web Application Developer Certification from California State University, Sacramento’s College of Engineering and Computer Science.Brad is a strategic member of the Project Management Institute (PMI), volunteering and supporting the local Sacramento Valley Chapter. He holds the role of Chief Financial Officer (CFO), serves as the Chairman of the Chapter’s PMO Forum, acts as a trainer for PMP preparation courses and sits on the Board of Directors. Additionally, he is credentialed by the PMI as a Certified Project Manager (PMP), is a Certified Scrum Master (CSM), a Certified Disciplined Agilist (CDA), holds a Six Sigma Lean Black Belt (LBBP) and has obtained a certification in Change Management (CMS). He has also earned a certification in project management from California State University, CCE. Brad is a member of the International Institute of Business Analysis (IIBA).
Brad teaches project management and coaching at UC Davis Extension, and is a guest lecturer at California State University, Sacramento and the University of the Pacific, teaching project management and Agile methods.
Brad is also an Associate Certified Coach (ACC), where he is credentialed and a member of the International Coaching Federation (ICF). He received his Professional Coaching Certification from the University of California, Davis, and has spent the last decade coaching, providing professional coaching to people ranging from those who have recently entered the workforce to senior management and executives. He is the founder of Developath, a professional coaching and consulting practice. Brad is a member of Toastmaster International and has earned his CC designation. He is the President and Sponsor of Franklin Speaking, the Toastmasters club that he started at his company.
Brad has a Bachelor of Science in Business Administration with concentrations in Finance and in Economics, and is a graduate student at the University of the Pacific focusing on leadership, innovation and Design Thinking.
iPhone and iPads Everywhere! How do you Manage Them?
Presented by Jose Castillo
Today many companies and government agencies are adopting a mobile first strategy. They are turning to iPads and iPhones for their work force. Apple has developed tools like Apple VPP and APPLE DEP that lets IT manage apps, track devices and update software. Bringing together a Mobile Device Management solution with Apple DEP and Apple VPP, gives the end user fell like they’re using their own device.
Jose started with HDI Sacramento as a member at large and then took on the role as the webmaster. Jose has been an HDI officer for over 6 years. He currently work for a state agency as the Mobile Services Lead and Project Manager. Jose trains staff/customers on mobile devices, creates training documentation, and acts as a liaison between departments on mobile projects. Jose’s been in the IT industry for 16 years and has always had a passion for technology and finding out how things work. Jose is known for his interest and knowledge of Apple products as well as providing outstanding customer service.
Getting the Most Out of Your Service Catalog and Portfolio
Presented by Luke Smith – Senior Solutions Architect – Cherwell
Service Catalogs are often the first experience our customers have with us. Come learn how to create and optimize your Service Catalogs and Portfolios so you can offer a better customer experience. We are going to dive into the do’s and don’ts of Service based models so that we can better understand how to manage and align with our customers.
Luke Smith is a Senior Solution Architect at Cherwell Software with 25+ yrs. experience in ITSM. He holds multiple certifications in the industry including an ITIL Expert, multiple technical certifications, and a PMP. His passion has always been helping people to solve the tough problems and to find success in the ever changing landscape of technology.