Technical Support Professionals of Nashville and Middle Tennessee

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Mission & Vision

Mission

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

Vision

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.

Chapter Officers

Peter Bell | President

president@hdimusiccity.com

I started my career path in support in 1996 as a front line support technician for Dell Computers at their headquarters in Round Rock, Texas. When Dell set up a support Center in Nashville in 1999, I was fortunate to be part of the team that assisted in that startup. This was a great move for me as I met the love of my life in Nashville and soon after was married in 2001 and started raising our family. I've always been passionate about Technology and spent 11 years at Dell Support doing just that. I realized over time it wasn’t all about the technology that drove my passion it was really about the people I was helping both internally and externally that kept me going. I’ve held many roles while at Dell and in 2006 was promoted a Manager leading a team of 30 support professionals and enjoyed every minute of it. In 2007 I accepted a position managing a second level technology support team in Deloitte’s Internal CallCenter center. With the support of Leadership at Deloitte this is where I’ve been able to take my career to the next level as a leader. In 2008 I joined the HDI Music City Board and have supported our local chapter on many different levels. In 2013 I took the role of President leading the Music City Chapter and it’s been a fantastic ride ever since. We are a group of passionate volunteers that believe strongly in the power of networking that helps connect support professionals in the Middle Tennessee area. If you have any questions or concerns please feel free to connect with me directly anytime.

Steve Antes | VP Finance

vpfinance@hdimusiccity.com

Steve has a lengthy history in tech support, starting when he was presented a Zenith laptop nobody else knew what to do with. He found some floppies in the box, installed Windows 1.1, and never looked back! After several years in federal service he returned to his native Nashville and spent the next 16 years in various technology and customer support leadership roles with Deloitte, one of the Big Four accounting firms and arguably the largest consulting firm in the world. Since 2014 Steve has been leading the UL WHS support team on a journey to teaming in support excellence. Steve was present at the relaunch of the Music City chapter and has been an active board member in the local chapter since 2008. In 2014 he was also elected to the position of VP of Finance for the HDI Southeast Region. At the national level, Steve leads the HDI VP of Finance quarterly grassroots calls and assists HDI Global with communications to that network of financial caregivers.

Tim Alexander | VP Vendor Relations

vpvendorrelations@hdimusiccity.com

Tim is a 36 year veteran of the telecommunications industry having served in various capacities ranging from technician to management. As a Territory Account Manager, he believes this experience can help bridge vendors expectations with chapter membership creating a win/win relationship. Tim joined the HDI Music City Board as VP of Vendor Relations in January, 2015 after being an annual sponsor the preceding year.


Sarah Reed | VP Programs

vpprograms@hdimusiccity.com

Sarah Stealey Reed has over 19 years of global expertise in operations, offshore outsourcing, customer experience, and contact center management. She’s an influential leader who has built contact centers from the ground-up, fiscally managed them for growth, and acted as a turn-around specialist for struggling metrics and employees. Sarah is currently a leader for the CallCenter at Deloitte Services LP, which operates internal support for its global employees from three facilities in Hermitage, TN, Los Angeles, CA and Hyderabad, India. Sarah was previously the Content Director and Senior Analyst for ICMI, responsible for the community’s editorial content, strategy, and research analysis. She’s a writer, analyst, blogger, and social poster, and speaks worldwide on emerging trends and best practices in customer support.

Nate Brown | VP Membership

vpmembership@hdimusiccity.com

Nate Brown has had an outstanding day when he is able to help customers. As a Client Services manager for a technology organization, Nate’s ambition is to create outstanding service interactions through creativity, knowledge and professionalism. He is an HDI certified Support Center Manager, VP of Membership for the HDI Music City Chapter and Speaker in the Southeast region. Nate is also the founder and primary author for the service blog CustomerCentricSupport.com.

Laura Edwards | Chapter Advisor

chapteradvisor@hdimusiccity.com

Laura Edwards began her technical career with American Airlines in 1989 when 54K modems were cutting edge and DOS was everywhere. For the last 20 years, she has worked at LifeWay Christian Resources as a Help Desk Analyst, Team Lead, and Support Center Manager. Igniting her team members and sharing her energy and enthusiasm for serving customers are 2 of her passions. Her other passion the past 8 years has been growing the local Music City HDI Chapter.

Sponsors

HDI Awards

HDI Analyst of the Year

 

analyst_yearHDI introduced the HDI Analyst of the Year Award in 2004. Each year, HDI works jointly with the HDI local chapters to identify and award the industry’s top first-level support analyst. Support analysts who are nominated at the local chapter will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award.

The nominator presents to the local chapter a personal business profile of the nominee, including specific attributes that demonstrate the nominee’s understanding of industry standards, commitment to excellent service, and record of consistently exceeding performance objectives.

The winners from each of HDI’s five local chapter regions are invited to participate in the HDI’s Analyst of the Year Awards festivities held during the HDI Annual Conference & Expo. Robert Half Technology, the premier sponsor, provides each regional winner’s conference registration.

For more information on this award or the nomination process, contact Kerri Hanna at 719.268.0327.

Guidelines and criteria for the HDI Analyst of the Year Award

Nominate a person for this award

Nomination form (Word document)

Please use this word document while working on your nomination. Nominations must be submitted using the online form below unless otherwise determined by your local chapter.

For the Analyst of the Year award deadline, please check with your local chapter, as deadlines vary by group. To find your local chapter’s contact information, please click here.

Desktop Support Technician of the Year

 

desktopsupportThe HDI Desktop Support Technician of the Year Award was introduced in 2011. Each year, HDI will work jointly with HDI local chapters to identify and recognize the industry’s top desktop support technician. Desktop technicians nominated at the local chapter level will have an opportunity to compete with their peers locally, regionally, and globally for this prestigious award.

Each nominator presents to the local chapter a personal business profile of the nominee, including specific attributes that demonstrate the nominee’s understanding of industry standards, commitment to excellent service, and record of consistently exceeding performance objectives.

The winners from each of HDI’s five local chapter regions are invited to the HDI Annual Conference & Expo, where the winner of the HDI Desktop Support Technician of the Year will be announced. Robert Half Technology, the premier sponsor for this award, provides each regional winner with one conference registration package.

For more information on this award or the nomination process, contact Kerri Hanna at 719.268.0327.

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