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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.
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IT Industry Awards Celebration
South Florida HDI Chapter January 10, 2013
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)
HDI AOY & DST Awards
• 2010 – Jorge De La Rosa • 2011 – Carlos Negron (Regional) • 2012 – Raquel Robinson • 2012 – Colin Thomas • 2013 - ???
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
HDI 2013 Conference & Expo • Register by February 15, 2013, and you could
save up to $500!
Early Bird Discount $200Alumni Discount $100Member Discount (Gold and above) $200Save $500
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
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.
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
vChapter – January 15, 2013
• Sometimes More Is More: – Multichannel Support
• Roy Atkinson
• http://www.thinkhdi.com/Landing/vChapter
Local Chapter Membership
Focus Book Series and Annual Practice and Salary Report
$75 $240 Value
$79 $1000+ Online resources, webinars, Research Corner, whitepapers…
Conferences, events and Training discounts
$100+
$165 $100 (only for today)
Question of the Day
What value and/or benefit have you gained by
participating in South Florida HDI?
Thank you to our Sponsors!
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
Volunteer?
• Welcome to 4th Annual AOY and IT Industry Award Event
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..
Not All Technology Organizations
Are Created Equally
Presented to HDI South Florida Chapter
Michael W. Kublin President, PeopleTek
www.peopletekcoaching.com
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
ICE BREAKER
Who Am I?
3
Vision, Mission, Goals and Measures Create Successful Organizations! We use symbols as reminders
4
Where do you start? Why?
5
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
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
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
GOALS cont
Goals must be “SMART” S pecific M easurable A chievable (and actionable) R ealistic T ime-bound
9
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
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
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
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
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
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
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
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; $$$ are geared towards research and development
17
Where Are Investments Made?vest their money?
If Your Organization is: OPERATIONS EXCELLENCE Focuses on PROCESS. Volume driven; usually low cost/high volume What are you likely to invest in? Name a company that thrives on PROCESS
18
Where Are Investments Made?vest their money?
If Your Organization is: CUSTOMER INTIMATE Focuses on CUSTOMER needs & relationships; usually higher cost, less volume What are you likely to invest? Name a company that thrives on CUSTOMER needs and relationships 19
Where Are Investments Made?vest their money?
If Your Organization is: PRODUCT INNOVATIVE Focuses on the PRODUCT; $$$ are geared towards research and development Where are you likely to invest? Name a company that thrives on product innovation
20
EXERCISE
21
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
“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
Michael W. Kublin www.peopletekcoaching.com
[email protected] 888.565.9555 ext 711
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 on the Graduate School Advisory Board for Keiser University, on the Board of Directors for Catch 81 (a non profit), is ITIL v 3 certified, and is a member of SHRM and ICF.
15
Rock Stars!!!
• How do you recognize and show appreciation to your employees?
• What makes an employee go above and beyond?
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.
South Florida HDI Analyst of the Year
Nominee
is hereby granted to:
Drona Achaibar
January 10, 2013
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.
South Florida HDI Analyst of the Year
Nominee
is hereby granted to:
Mark Allen
January 10, 2013
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.
South Florida HDI Analyst of the Year
Nominee
is hereby granted to:
Greg Duhaney
January 10, 2013
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.
South Florida HDI Analyst of the Year
Nominee
is hereby granted to:
Luis Encinosa
January 10, 2013
Calixto Garcia
Nominating Manager: Robert Pinto
He demonstrates the passion of customer service and is always thinking from the side of
the customer.
South Florida HDI Analyst of the Year
Nominee
is hereby granted to:
Calixto Garcia
January 10, 2013
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
South Florida HDI Analyst of the Year
Nominee
is hereby granted to:
Sergio Gomez
January 10, 2013
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.
South Florida HDI Analyst of the Year
Nominee
is hereby granted to:
Francisco Zuazo
January 10, 2013
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.
South Florida HDI Desktop Support Technician
of the Year Nominee
is hereby granted to:
Arthur Borrego
January 10, 2013
Sorriel Singleton
Nominating Manager: Marta Duque
Sorriel constantly resolves conflicts and handles other difficult situations with
remarkable patience and admirable tact.
South Florida HDI Desktop Support Technician
of the Year Nominee
is hereby granted to:
Sorriel Singleton
January 10, 2013
Volunteer?
Closing & Raffle
• Additional Networking Happy Hour Location
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