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Letter from Chapter President
As 2015 draws to a close…
HDI Music City takes the glance in the rearview mirror to appreciate those sponsors and members who have made a difference in the Middle Tennessee support community:
Industry Leader Annual Sponsors
Robert Half Technology - Platinum
Meeting and Special Event Sponsors
The board consists of volunteers, passionate about sharing the lessons and experiences that enable our industry to advance and be recognized for what it is – a key, critical business differentiator. These members (and their organizations) have donated many hours planning events to bring quality education and networking opportunities to our community and I extend my personal thanks for their contributions to the success of the Music City chapter!
VP of Membership – Nate Brown, UL Workplace Health & Safety
VP of Programs – Sarah Reed, Deloitte
VP of Vendor Relations – Tim Alexander, AVDS
Webmaster – Luke Keultjes, Lifeway Christian Resources
VP of Finance – Steve Antes, UL Workplace Health & Safety
Chapter Advisors – Laura Edwards – Lifeway Christian Resources
Gerry Barber - Deloitte
What’s in the past is behind us - looking forward to 2016!
In 2016 we will continue our regeneration and growth with a newly invigorated board. In October of 2015 the board met for an extended planning session and laid out an aggressive plan for the new year focused on growing interest and involvement through awareness. Stay tuned for more information about an upcoming executive round table, programs targeting the team lead and supervisor, as well as opportunities for analysts to come out and get involved. In order to be more available to our whole audience we are using some different venues and scheduling meetings and events during the business day, in the early evening (Happy Hour), and looking at outings like sporting events and community involvement. There are also plans to leverage Nashville’s status as a destination for conferences and workshops that will bring some speakers and industry experts right to our back yard that might not otherwise be available to us. As in prior years HDI Music City will continue to partner with other networking organizations to bring quality programs to our community and add value to your membership in some innovative ways. These plans and events will be updated on the website as confirmations roll in. Stay tuned!
In January of 2016 we will be electing the next generation board and nominations are open now. I am excited to see some familiar names already in the hat and hope to see new names as well. This all-volunteer local chapter organization is a small business and requires leadership to succeed. Our mission to be the value added industry association providing leadership, education, and networking for all support professionals and suppliers in Middle Tennessee depends on your involvement. Join us and make a difference while you learn more about our community, expand your visibility, and give a little back. You might be surprised at what you learn about yourself, too!
The most important part of our mission is you. Our value must be measured in what we bring to our audience, our support community. Please attend an event, browse our website, and give us feedback. Everyone in our industry knows that we cannot fix what we don’t know is broken. Let us know what you need to serve your customers at a higher level and how we can do exactly that for you.
See you in 2016!
President, HDI Music City Local Chapter
Happening in Music City & Around
Luke Keultjes, Client Services Engineer for LifeWay Christian Resources and member of HDI Music City has been selected to speak at the upcoming Fusion conference held this year in New Orleans, Louisiana. Luke will be speaking as part of the Expert Focus track where he will share his insight on connecting with customers[…]
Expectation vs. Reality: Exceeding Customer Expectations Luke Keultjes Each one of us is a customer. In some way, and in some form, we have all purchased goods or services. Daily, we interact with people who are the faces for the companies they represent. The cashier at the gas station, the stock person at the[…]
In my world, I am reminded about the importance of customer service agent training every day. My clients are from different backgrounds, industries and geographies, however they all share a common goal for their companies: delivering the best customer service in their market. To begin with, it requires hiring the right individual. We all know[…]
Mother’s Day is that time of year to celebrate the ladies in our lives that make everything better. Despite the usual hectic schedule, I started to plan for this occasion as early as possible. I make reservations for the traditional Mother’s Day brunch, I place an order for the flowers and I purchase a few special[…]
Click here for full podcast audio Gerry was fortunate to learn a valuable lesson as a young leader that helped to change his path. Being an eager and confident leader he volunteered to lead a team in a business simulation as part of a leadership development program. Gerry thought he knew a[…]
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.
Promote professional development and recognition.
Provide regular chapter events with high value content.
Share industry best practices.
Remain vendor neutral.
Peter Bell | President
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
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
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.
Nate Brown | VP Membership
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
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.
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