HDI, the leading organization dedicated to elevating service and support across the enterprise, today unveils the 2025 Featured Contributors and the Top 25 Thought Leaders.

“The HDI community thrives on collaboration, innovation and the shared expertise of its members. From AI-driven solutions and service management to leadership, mentorship and experience management, the featured contributors bring a wealth of knowledge and insight to help the HDI community elevate strategies and achieve goals,” said Tara Gibb, Senior Director, HDI. “We’re also excited to introduce our community to the Top 25 Thought Leaders, an exceptional group of professionals who are shaping the future of IT service and support.”

HDI’s 2025 Featured Contributors

The Featured Contributors will share their insights through bi-monthly articles on a range of critical IT support topics, from service management and leveraging AI to leadership, employee engagement and support center transformation. These articles can be accessed via HDI’s weekly email newsletter: SupportWorld and at thinkhdi.com. The 2025 Featured Contributors shaping the future of IT service and support, include:

• Ben Boyd III, St. Jude Children's Research Hospital
• Daniel Guinto, Sr. Manager, CIBC and Service Desk
• Dawn Khan, Senior Business Consultant, Cognizant
• Doug Rabold, CXO, Bold Ray Consulting
• Doug Tedder, Owner and Principal Consultant, Tedder Consulting LLC
• Gil Brucken, Director of Restaurant Support
• Glen Hoffmann, Sr. Business Process Consultant, AHEAD
• Judith Platz, Chief Customer Officer, SupportLogic
• Linda Lenox, Principal Consultant, Ingleby Lenox, LLC
• Matt Beran, IT Industry Analyst, InvGate
• Rachel Mulry, Associate CIO for Planning and Customer Service, SMU
• Randy Steinberg, Principal Architect, TekSystems
• Rocky McGuire, Head of North America, Service Desk, Unisys
• Susan Smith, Program Manager, GTS
• Thomas Lorentz, Former Director of IT Support, UKG
• Tom Wilk, IT Manager, Taylor Morrison
• Tracey Renzi, Service Desk Manager, DAS Health
• Wilson Pardi Junior, Embedded Systems Software & Semiconductor Lithography Engineer, NuFlare Technology Inc.

Introducing HDI's Top 25 Thought Leaders of 2025

Each year, HDI features trailblazers in the IT support and service management field. HDI’s Top 25 Thought Leaders are individuals with the vision, expertise and passion to drive industry innovation. Selection was based on peer nominations and four key criteria: thought leadership, industry impact, knowledge sharing, professional achievements, and leadership impact. The 2025 list of Thought Leaders include:

• Alan Nance
• Angee Phong
• Anthony Orr
• David Barrow
• Doug Rabold
• Doug Tedder
• Jeff Rumburg
• Jo Peterson
• Katrina Macdermid
• Liz Bunger
• Matt Beran
• Mark Boyer
• Michael Hanson
• Michelle Major-Goldsmith
• N.J. Robinson
• Nancy Louisnord
• Patrycja Sobera
• Rae Ann Bruno
• Rocky McGuire
• Roy Atkinson
• Sarah Nicastro
• Simone Jo Moore
• Terri Oropeza
• Tony North
• Vicki Rogers

Stay up to date with HDI on Facebook or LinkedIn.

About HDI

For more than thirty-five years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at https://www.thinkhdi.com. HDI is brought to you by Informa Connect.

View source version on businesswire.com: https://www.businesswire.com/news/home/20250130643302/en/