Rina Rodriguez is a Senior Consultant with IHS Support Solutions. She has been in the support industry for the last 10 years. At IHS, Rina specializes in Account Management responsible for monitoring overall performance and establishing and managing employee career paths. She is held accountable for the development and retention of experienced support professionals while maintaining and strengthening business partnerships with clients. Rina also serves as an instructor for HDI's Certified Programs focusing on customer support. Prior to joining IHS, Rina worked with management at Dow Jones & Co, Inc to provide coaching and mentoring to the Help Desk team as well as training to the technical support and corporate employees on proprietary applications. She has been an active member of HDI since 2005.

John Custy

John Custy has over 20 years experience working in the Technical Support environment. He has designed and implemented global customer resolution processes, integrated product support requirements into product life cycle processes and developed release management procedures. John was the Director of Consulting Services for Ziff-Davis Service and Support Consultants; responsible for the delivery of Assessments, Customer Services and Support Operations, Certification programs and Support Center Process Reengineering. He has been a Senior Advisor, Consultant and Instructor for both the Service and Support Professionals Association (SSPA), and Help Desk Institute (HDI). John is a well-known speaker at industry conferences in North America , South America , and Europe and has worked with customers world-wide successfully planning and implementing Support operations and services. John was a key contributor to the HDI International Certification Standards Committee (ICSC).


Zina Dunn

Zina Dunn is the Director of Business Development & Operations with IHS Support Solutions. Dunn is a 15-year veteran in the support industry. Prior to joining IHS Support Solutions, she leveraged her expertise in operations and support management at Digital Equipment Corporation, JAZM Systems Solutions, and Florida Hospital Waterman Foundation. She currently serves as President for the HDI New Jersey Local Chapter and has been a member of HDI since 1999.

Kristin Robertson helps support centers increase their customer satisfaction and improve their efficiency. As a consultant and instructor, she has assisted companies such as 7-Eleven, Inc., Hewlett Packard, Southwest Airlines, Prodigy Communications, Affiliated Computer Systems, St. John's Regional Medical Center , and Jenkens & Gilchrist, PLC with their help desk and technical support needs. Kristin facilitates HDI individual certification classes for both frontline representatives and managers. Kristin has served as an executive at software and financial services firms, managing technical support centers of up to 120 representatives. Employers included Fidelity Investments, Advent Software, Ross Systems, and Fleet Bank. Kristin is a frequent speaker at support industry conferences and events. She is a member of the National Speaker's Association and has received the award of Advanced Toastmaster from Toastmasters International. Kristin is an officer with the HDI Dallas/Fort Worth Local Chapter in Texas.

Julie Mohr

For over 14 years, Julie L. Mohr has been passionate about service and support management. Julie is a certified Helpdesk
Director from Helpdesk 2000 and certified ITIL Service Master. Julie provides imaginative insight and dynamic leadership to transform service
and support organizations into best practice, customer-focused environments. She has helped organizations to implement Knowledge Management, ITIL processes, organization structures, service catalogs and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences and publishing over 150 articles on best practices. Julie is the author of The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary. She is also a member of IEEE Computer Society, the Help Desk Institute, itSMF, ICMI and the Association of Support Professionals.