Support Professionals of Nashville and Middle Tennessee

Latest News

Happening in Music City & Around

Mission & Vision


Our mission is to be the value added industry association providing leadership, education, and networking for all support professionals and suppliers in Middle Tennessee.


Our membership group harnesses the power of community by creating opportunities to collaborate as support professionals.

Chapter Objectives

Promote professional development and recognition.

Provide regular chapter events with high value content.

Share industry best practices.

Remain vendor neutral.

President's Letter

August 2016

Back to School in Tennessee!

According to Metro Nashville Public Schools, more than 88,000 students are currently enrolled in the district's 73 elementary schools, 33 middle schools, 25 high schools, 18 charter schools, and 8 specialty schools. Be alert as you navigate Nashville’s roads! Some of those students will undoubtedly be part of the future of support in our community and we are pleased to be part of continuing education in Middle Tennessee. There are learning opportunities in the works as HDI conducts support related training and certification courses in our region. Stay tuned to the HDI training calendar for dates and locations and we will post local date reminders at too.

Thanks to all who attended our last meeting at DaVita’s Brentwood office. I know I was energized hearing Nate Brown talk about Employee Engagement. It was sobering to hear that upwards of 70% of companies do not even measure Employee Engagement when that one factor has such an impact on the business. Affecting everything from low productivity to alienating your customers and the cost of attrition, engaging employees is crucial to your success. Those slides will be made available when the new HDI Music City archive launches.

Speaking of measuring, my recent blog about measuring success has been posted to the HDI Music City webpage. Please give that a read as you prepare for our September event when Jeff Brooks (Managing VP of IT Service Management team at Gartner) will be talking to us about measuring success and what to do with that data when you have it – all the way to predicting service outages (the follow-on session). Make plans to join us as our hosts at Tractor Supply Company’s new Store Support Center have a terrific facility to show off. Please register early so we have an accurate count for ordering lunch.

Looking ahead to October, Sarah Stealey-Reed, fresh from a whirlwind international tour will bring a timely message - Complicated Modern Relationships—Your Brand Identity and Customer Support. How does your support team influence your brand in the market and how do you enable those agents to reinforce the identity you intend to have? Deloitte’s state-of-the-art facility is perfectly suited to host us and you won’t want to miss this opportunity for a peek behind the curtain of a world-class support operation. Join us on at 7:00 pm Wednesday, October 19th for this evening networking and learning event.

Other important notes:

  • Analyst of the Year/Desktop Support Technician of the Year nominations are open!
  • FUSION 16 Early Bird rate ends Sep 9th! More information here.
  • Call for Speakers at HDI Conference 2017 closes Sep 16th. Submit your proposal here.



      Steve Antes


      HDI Music City

Chapter Officers

Steve Antes
Delivering custom support solutions for many years and self-proclaimed customer service madman.
Nate Brown
VP Communications
Customer experience guru and noted speaker.
Peter Bell
VP of Programs
First past president, committed to the industry, the community, and you!
Tim Alexander
VP of Vendor Relations
Tim helps vendors become supporters of our quality programs!
Tim Kelly
VP of Finance
Technologist, leader, and coach!
Caitlin Jones
Music City and Southeast Region Analyst of the Year for 2016, Caitlin has jumped into the deep end of the pool and joined our board!
Gerry Barber
Chapter Advisor
Servant Leadership says all you need to know about Gerry. But a more detailed bio is on our details page anyway!
Laura Edwards
Chapter Advisor
The heart of our board!

About HDI

Technical service and support professionals love HDI because it provides them with a profound sense of community.

At 150,000 people strong, HDI is a community built by industry peers and leaders that gives you the resources, knowledge, and drive to be great at what you do.

In 1989, HDI became the first membership association and certification body created for the technical service and support industry. Since then, HDI has remained the source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. In other words, we help professionals in service management better connect with customers, and that’s just good business. We do this by:

Facilitating collaboration and networking

Hosting acclaimed conferences and events

Producing renowned publications and research

Certifying and training thousands of professionals each year