December 15, 2017
12:00-3:00 PM
Burntwood Tavern, 8188 Brecksville Road, Brecksville, OH 44141


Mark your calendar now and plan to attend these great industry events!

President's Message... from Jessie Coffey


January 18, 2017

2:00-4:00 PM

Independence, OH (exact location TBD)

Thank you to the organizations who took the time to nominate the candidates for Analyst of the Year and Desktop Technical of the Year! We’re proud to present these awards at the December 15 Holiday Party. We look forward to celebrating the close of a great year for our chapter, thanks to YOU!

April 10-13, 2018
MGM Grand, Las Vegas, NV

Awards to be presented:

HDI Desktop Support Technician of the Year
This award is intended for the support professional who responds to incidents escalated by the service desk that are related to customer equipment; additional skills, knowledge, tools, or authority are required.

HDI Analyst of the Year
This award is intended for the support industry’s top front-line, first-level support analysts who possess the knowledge and skills required to provide quality service and support for internal or external customers.

Holiday Banquet Schedule
12:00-12:30 PM: Registration and networking
12:30-1:30 PM: Luncheon
1:30-2:00 PM: Awards Ceremony
2:00-3:00 PM: Gift Exchange

Come support and celebrate with all of the nominees!

Come join your HDI colleagues for a relaxing Friday afternoon of networking and celebration at Burntwood Tavern in Brecksville as we announce and recognize the North Coast Chapter recipients of HDI's Analyst of the Year and Desktop Support Technician of the Year awards.  Great company, great food, great opportunities! 

Upcoming HDI Events:


Click on the link below to register using our new Eventbrite registration system!


Date: Friday, December 15, 2017, 12:00-3:00 PM
Cost:   $15.00 for members and non-members (lunch is included)
Location:  Burntwood Tavern: 8188 Brecksville Rd, Brecksville, OH 44141



Are you ready to be the NEW face of IT? This is the year to make a difference. This is the year for your technical support team to be recognized as a mission-critical component of your organization. You can make it happen at the HDI Conference & Expo.

The industry’s most comprehensive event unites experts and practitioners from around the world. Attendees will return to their team energized and ready to implement new strategies and tactics to improve customer service, resource allocation, and business productivity.At HDI, we know you, we know your challenges—and we’re ready to connect you with solutions. Register for the HDI Conference & Expo and become the NEW face of IT.


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Managing incidents by responding to service tickets is by nature reactive. Incidents come in, tickets get created and issues get worked. IT leaders make ‘best effort’ forecasts for future demand based on past activity. The levers they can pull to respond to growth and change are staffing, automation or process efficiency (more productivity or faster resolution). This situation has been a ‘necessary evil’ for years.
In the era of digital transformation, ‘necessary’ becomes ‘intolerable’. Organizations that cannot find a way to move from a reactive to a proactive stance will find themselves unable to respond to the sprawl, scale, complexity and pace of change in digital IT data and technologies.  Ticketing is the leading indicator of challenges with digital transformation. IT leaders must implement automated, advanced analytics and machine learning that enables a proactive, real-time approach to managing the problems driving incidents that includes bridging ITSM and ITOps – what Gartner calls “Algorithmic IT Operations” (AIOPS).
In this talk we will discuss a strategy using text analytics driven by machine learning to uncover the problems causing incidents and overcome the limitations of inaccurate, incomplete and missing ticket categorization.

Seth Paskin has 19 years of experience in product support, management and marketing for IT software and services. He currently owns solutions marketing for the BMC TrueSight SaaS portfolio which includes Pulse and Intelligence. Prior to BMC, Seth was at Dell where he had the opportunity to introduce new technologies and services to a wide variety of Mid-market, Enterprise, Federal, State and Local government customers.”