The Analyst of the Year and Desktop Support Technician of the Year awards are an amazing opportunity and honor for our chapter and for the eventual winner who will represent the South Florida HDI chapter. The winners will also compete at the HDI Southeast regional level.

1. IT Industry Awards Celebration
South Florida HDI Chapter
January 10, 2013

2. Agenda
• 2:00 – 2:30 Networking & Registration
• 2:30 – 2:45 HDI Updates
• 2:45 – 3:45 Michael W. Kublin, People Tek
• 3:45 – 4:00 Break
• 4:00 – 5:00 Meet our candidates, announce
winners
• 5:00 – 6:30 Celebrate!! (TEKsystems)

3. HDI AOY & DST Awards
• 2010 – Jorge De La Rosa
• 2011 – Carlos Negron (Regional)
• 2012 – Raquel Robinson
• 2012 – Colin Thomas
• 2013 - ???

4. HDI 2013 Conference & Expo
• Get your license to learn at next year’s conference and
expo!
April 16–19, 2013, under the lights of Las Vegas at Mandalay Bay!
• Stay on the cutting edge of industry trends, gain topic-
specific expertise, be inspired, and network with your
peers
• Even better: As HDI members (gold and above), you save
$200 on your HDI 2013 registrations!
Register at www.HDIConference.com

5. HDI 2013 Conference & Expo
• Register by February 15, 2013, and you could
save up to $500!
Early Bird Discount $200
Alumni Discount $100
Member Discount (Gold and above) $200
Save $500

6. HDI Team Certified
• New level of recognition for support
teams with at least 80% of staff HDI-
certified
• Annual award includes recognition in
HDI publications and a crystal award to
display on-site
• Application fee of $150 (collected after
team qualification has been verified)
• Register at ThinkHDI.com/HDITC
– Contact your account manager or the
Customer Care Center for assistance
• Watch for more information in
upcoming mail, newsletters, and emails

7. Desktop Support Survey
• Currently collecting data for the 2013
report.
• Survey closes January 25!
• Share with your desktop support
colleagues: ThinkHDI.com/DS2013Survey
• Members silver and above and all survey
takers get the final report.

8. What’s coming in 2013
September 16, 2013
Malcolm Fry
Power of Quality Tour
What You Will Learn
• Balance quality, performance, and cost
• Create sensible Service Acceptance processes; service pipeline, service catalog and
service retired
• Build a quality improvement initiative
• Delegate incidents rather than escalate incidents
• Build a quality focused training plan
• Work with other key ITSM units to improve quality; Service Desk, Problem, Incident,
Change,
• Request and Asset Management

9. vChapter – January 15, 2013
• Sometimes More Is More:
– Multichannel Support
• Roy Atkinson
• http://www.thinkhdi.com/Landing/vChapter

10. $100+
$1000+
$79 Conferences, events and
Online resources, webinars,
Research Corner, whitepapers… Training discounts
$240 Value $75
Focus Book Series and Annual
Practice and Salary Report Local Chapter Membership
$165
$100 (only for today)

11. Question of the Day
What value and/or benefit
have you gained by
participating in South Florida
HDI?

12. Thank you to our Sponsors!

13. South Florida HDI
Thanks go to the following
• Lynn Johnson – VP of Programs
• Yleana Franco – VP of Sponsorship
• Tony Di Perna – VP of Membership
• Eddy Fuente – VP of Finance
• Albert Noa – Strategic Advisor
• Tony Alvarez – VP of Communication
• Janice Wong – AOY Project Manager

14. Volunteer?
• Welcome to 4th Annual AOY and IT Industry
Award Event

15. Mike Kublin
Michael W. Kublin is the founder and President of PeopleTek,Inc, a
leadership coaching and development company specializing in
helping leaders, teams, and organizations thrive by having the
courage and commitment to lead, plan, and communicate with
confidence.
PeopleTek specializes in enabling technicians, professionals, and
their teams to examine their behaviors and determine what is / is
not effective and to identify what may be inhibiting desired
results. By examining behaviors, leveraging preferred styles, and
by removing fear from leadership, organizational growth occurs
and results improve..

16. Not All Technology
Organizations
Are Created Equally
Presented to HDI South Florida Chapter
Michael W. Kublin
President, PeopleTek
www.peopletekcoaching.com

17. Session Objectives . . .
Discuss why all IT organizations NOT created
equally
Learn the 4 symbols associated with Vision,
Mission, Goals, and Measures (VMGM)
Understand why all behaviors and processes
must link to your VMGM
Identify one thing you can change to increase
your focus and impact within your organization in
2013
2

18. ICE BREAKER
Who Am I?
3

19. Vision, Mission, Goals and Measures
Create Successful Organizations!
We use symbols as reminders
4

20. Where do you start?
Why?
5

21. VISION
A Vision is a dream or aspiration
You may have one for yourself and/or your
organization
A vision provides direction and guides us to
a place far away
It may be unattainable, but we can try and
focus our attention and make strides for
getting there
6

22. MISSION
Represents what you are going to do
How you’re going to do it
It makes the vision come closer to us; it
brings the vision alive and makes it more
personal
The mission begins to bring clarity to
our vision
7

23. GOALS
Bring 100 percent personal clarity to
the vision and mission
Requires ACTION
Think in terms of what, when, &
and how the actions will be carried
out, and by whom and when
8

24. GOALS cont
Goals must be “SMART”
S pecific
M easurable
A chievable (and actionable)
R ealistic
T ime-bound
9

25. MEASURES
Symbolizes measurement and
provides guidance and direction
It acts as a compass letting us
know if we are on track, or if our
direction or behavior requires
change 10

26. DOCUMENT YOUR PLAN . . .
“People who have goals achieve
far more than those who don’t,
and those who have written
goals achieve the most of all”.
--Robert McGarvey
Make a commitment!
11

27. Written Plans Are Critical!
Are your vision, mission and goals written?
1. Yes
2. No
Have they been communicated to ALL that
can support them?
1. Yes
2. No
12

28. B VMGM
VISION, MISSION, GOALS, and MEASURES
dictate all of our leadership, team and
organizational BEHAVIORS
By creating them purposefully, rather than by
chance or mistake, we will be more successful
technology organizations and deliver better
results for our customers, shareholders and
ourselves
13

29. All Key Processes MUST be linked to
your Vision, Mission and Goals
Key processes include:
Hiring
Training
Performance Appraisals
Rewards and recognition
3 C’s
Communication
Change
Conflict
14

30. All Key Processes Need People!
VMGM achievement requires people talent
Success is not possible without a fully
engaged, and skilled, team
People must feel appreciated
and valued
Reward and recognize the contributors!
Be consistent
Be clear what the recognition is for
Celebrate individual and team successes
15

31. Strategies Must Also Link To Your VMGM
They provide:
Structure and guidance
They help you determine if you
are:
Customer focused
Operations focused
Product focused
16

32. DECISION MAKING & INVESTING
Where does your organization invest their money?
OPERATIONS EXCELLENCE
Focuses on PROCESS. Volume driven;
usually low cost/high volume
CUSTOMER INTIMACY
Focuses on CUSTOMER needs &
relationships; usually higher cost/less volume
PRODUCT INNOVATIVE
Focuses on the PRODUCT;
$$$ are geared towards research and development
17

33. Where Are Investments Made?vest
their money?
If Your Organization is:
OPERATIONS EXCELLENCE
Focuses on PROCESS. Volume driven;
usually low cost/high volume
What are you likely to invest in?
Name a company that thrives on PROCESS
18

34. Where Are Investments Made?vest
their money?
If Your Organization is:
CUSTOMER INTIMATE
Focuses on CUSTOMER needs &
relationships; usually higher cost,
less volume
What are you likely to invest?
Name a company that thrives on CUSTOMER
needs and relationships
19

35. Where Are Investments Made?vest
their money?
If Your Organization is:
PRODUCT INNOVATIVE
Focuses on the PRODUCT;
$$$ are geared towards research and
development
Where are you likely to invest?
Name a company that thrives on product
innovation
20

36. EXERCISE
21

37. ACTIONS FOR EXCELLENCE
Know your VISION
Ensure your MISSION supports the VISION
Have actionable GOALS in place that will
help achieve your MISSION
MEASURE your progress
REWARD based on VMGM successes
Link all training/development with your
VISION, MISSION, and GOALS
22

38. “First, have a definite, clear practical
ideal; a goal, an objective. Second,
have the necessary means to
achieve your ends; wisdom, money,
materials, and methods. Third,
adjust all your means to that end.”
-Aristotle
23

39. Michael W. Kublin is the President
of PeopleTek, an executive and
professional development company
specializing in helping leaders,
teams and organizations maximize
their potential.
Mike is author of 12 Steps For
Courageous Leadership and
PeopleTek’s Leadership Journey, is
Michael W. Kublin on the Graduate School Advisory
www.peopletekcoaching.com
mkublin@peopletekcoaching.com Board for Keiser University, on the
888.565.9555 ext 711 Board of Directors for Catch 81 (a
non profit), is ITIL v 3 certified, and
is a member of SHRM and ICF.

40. 15

41. Rock Stars!!!
• How do you recognize and show
appreciation to your employees?
• What makes an employee go above
and beyond?

43. Drona Achaibar
Nominating Manager: Cory Kramer
Presenting: Donnie Tomlinson
His dedication to both the customers and the
other analysts in the department are
unquestioned as evidenced by his continued
contribution to assisting other analysts when
they need help.

44. South Florida HDI
Analyst of the Year
Nominee
is hereby granted to:
Drona Achaibar
January 10, 2013

45. Mark Allen
Nominating Manager: Wendy Stutzman
Mark has a very commanding but soft way
about him so that he is able to guide the
customer to resolution.

46. South Florida HDI
Analyst of the Year
Nominee
is hereby granted to:
Mark Allen
January 10, 2013

47. Gregory Duhaney
Nominating Manager: Sony Fenelon
Greg has the customer’s interest at heart. He
is the first one to go above and beyond to
advocate for the customer. His thorough
understanding of the customer's needs and
his technical acumen have made him a shining
star.

48. South Florida HDI
Analyst of the Year
Nominee
is hereby granted to:
Greg Duhaney
January 10, 2013

49. Luis Encinosa
Nominating Manager: Juan Gomez
Luis is always professional, friendly and
knowledgeable. I always hear what a pleasure
it is to talk to Luis from the user community.

50. South Florida HDI
Analyst of the Year
Nominee
is hereby granted to:
Luis Encinosa
January 10, 2013

51. Calixto Garcia
Nominating Manager: Robert Pinto
He demonstrates the passion of customer
service and is always thinking from the side of
the customer.

52. South Florida HDI
Analyst of the Year
Nominee
is hereby granted to:
Calixto Garcia
January 10, 2013

53. Sergio Gomez
Nominating Manager: Robert Pinto
Sergio takes steps to plan out strategic
scenarios to implement so that a solution is
acquired to improve the results

54. South Florida HDI
Analyst of the Year
Nominee
is hereby granted to:
Sergio Gomez
January 10, 2013

55. Francisco Zuazo
Nominating Manager: Jackie Allanic
Frank possesses a can do attitude and is
always willing to take on projects. Frank is on
top of his professional and technical
development.

56. South Florida HDI
Analyst of the Year
Nominee
is hereby granted to:
Francisco Zuazo
January 10, 2013

58. Arthur Borrego
Nominating Manager: Juan Gomez
He can always be counted on keeping proper
documentation and keeping all parties
concerned updated on the status of the
project. He is punctual , friendly and always
exceedingly professional.

59. South Florida HDI
Desktop Support Technician
of the Year
Nominee
is hereby granted to:
Arthur Borrego
January 10, 2013

60. Sorriel Singleton
Nominating Manager: Marta Duque
Sorriel constantly resolves conflicts and
handles other difficult situations with
remarkable patience and admirable tact.

61. South Florida HDI
Desktop Support Technician
of the Year
Nominee
is hereby granted to:
Sorriel Singleton
January 10, 2013

62. And the WINNER is...
CONGRATULATIONS!

63. Volunteer?

64. Closing & Raffle
• Additional Networking
Happy Hour Location
• Surveys

65. Please Join our Social Media Sites
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https://www.facebook.com/soflahdi @HDI_So_Florida