Chapter Board

David Chism is a Chief Technical Solutions Manager in the Orthodontic and Oral Surgery Division of Carestream Dental, LLC. He has worked in the support industry for 10 years and has been a member of HDI for the last 5 years. In 2006, David volunteered for the leadership committee and was tasked with helping with the HDI Atlanta website. Later in the year, he was asked to become the webmaster of HDI Atlanta. Upon assuming the webmaster role, he completely re-designed the website to what you see today. David earned his B.S. in Technical Management from Southern Polytechnic State University and is a certified Help Desk Manager (STI).

Krista Ciccozzi, Past President

Krista is currently the Director of Service Desk Operations for Intelliteach, where she is responsible for a team of about 130 individuals. These individuals provide service desk support to law firms throughout the US and abroad. With over 19 years in the Support and Service industry, Krista has worked in the capacity of a Technical Support Analyst, Trainer, Support Manager and in Operations. She has a B.A. in Organizational Communications and a Certificate in Business Leadership. She is a certified Help Desk Director (STI) and has a certificate from the Dale Carnegie Leadership for Managers Program. Krista is also a Lean Six Sigma Green Belt. Krista has been involved with HDI Atlanta for over five years helping in various capacities and served as the VP of Programs as well as President. The support industry is something that she is passionate about and she brings that passion to HDI Atlanta.

Darien Chimoff, Secretary and Past President

Darien Chimoff has 20 years of Service Desk management experience and is Senior IT Manager – Help Center for Alston + Bird LLP, a 2000-employee law firm with eight offices in the U.S. At Alston + Bird Darien re-engineered the “helpless desk” into a well-respected service desk with a focus on providing a demanding customer base with world class customer support. The A+B Help Center has won awards for STI Team of the Year – Best People (2002) and HDI Global Help Desk Analyst of the Year (Sheri Robertson in 2006).

Darien has served as Co-founder and Past President of HDI Atlanta and HDI Southeast Region Director, and was the 2010-2011 Chair for HDI’s Member Advisory Board where she led the direction of the HDI Local Chapters. Darien has spoken at the HDI national conference and other industry events on a variety of topics related to world-class support. Darien is a seasoned industry professional that has achieved the certifications of Help Desk Manager, Help Desk Director, ITIL Foundations and Knowledge Management.

Jamie Stannard, President-Elect and Vice President of Special Events

Jamie is currently the Director of Support Services at Thinkgate, LLC where he is responsible for the support and client relationship of their customers in the education community. With his first professional job as the only support analyst for a young software company in Michigan, Jamie has worked in many industries such as Apparel/Textile, Dental, Medical, Consumer Products Goods, and Education. Even though he has worked in diverse industries, he has always held positions serving customers through his greatest passion, technical support. Jamie has 17+ years of technical support experience for which 12+ are in management. He earned a BSBA degree from Central Michigan University and a MBA from Kennesaw State University. He holds HDI certifications as a Certified Support Center Manager and Knowledge-Centered Support Principles, as well as, Danaher Business Systems as Master Black Belt in Transactional Process Improvement. Jamie has been a member of HDI since 2000 and active volunteering with HDI Atlanta since 2008 where he is very excited to continue to help as President-Elect and Vice President of Special Events.

Vicki Nielsen, Vice President of Finance

Vicki Nielsen has been in the Help Desk industry for 15+ years and has served as the HDI Atlanta Vice President of Finance for the past 3 years. Prior to holding this position, she served as Secretary of HDI Atlanta for 3 years. Vicki is currently employed at Inovis Inc. where she manages a Help Desk supporting supply chain communication products and services used by more than 20,000 companies over a wide range of industries and markets across the globe.

Sara Streett Cook, Vice President of Membership

Sara Cook is a Sr. Account Executive with firstPRO IT, a recognized leader in Information Technology staffing for contract and direct hire positions. She provides top-notch IT resources in the Atlanta Metro area, specializing in Help Desk and Technical Support professionals. She has been involved with HDI for almost 5 years and has served on the board as the VP of Membership for 4 years.

Kristina Jung, Vice President of EventCoordination/Sponsorship

Kristina Jung is the IS Service Desk Manager at Sage where she currently manages a team of technical support professionals providing internal support. She has worked in the IT support industry for over 12 years and has served on the HDI Atlanta board for 5 years. Kristina has earned certifications in Knowledge Centered Support (KCS) and Support Center Manager (SCM).

Rebecca Hoke, Vice President of Programs

Rebecca Hoke is the Managing Director of Aquesst, an Atlanta based IT search firm that provides talent on a contract, contract-to-hire, and direct hire basis in addition to offering project based solutions. She received her BA in Sociology from Wake Forest University. Rebecca currently serves as co-chair for the TAG Diversity society and is an active member of Dunwoody United Methodist Church and the Junior League of Atlanta.

Tim Dewey, Vice President of Communications

Tim Dewey has been an active part of the service and support industry for over 15 years. Tim has been responsible for the Education and Certification business for the former STI Knowledge, and was their business unit head for sourcing solutions for over nine years. He is now Chief Operating Officer of B Virtual Inc., the leader in remote agent based technical support solutions for the support industry. B Virtual provides customers with sourcing solutions that increase their service delivery performance and scalability, while maintaining efficiency and cost.

Brian Shrieve, Vice President of Events

Brian Shrieve is currently Senior Supervisor – Global Support Center – IT at Coca-Cola Enterprises.

Jenifer Mauney, Secretary

Jenifer Mauney began her career as a recruiter with Robert Half International in 2000 in the Columbus, Ohio office. She has held several roles with increasing responsibility, including Account Executive, Division Director and Branch Manager in the Ohio, Kansas City and Charlotte offices. In 2008, Jenifer then served as Vice President for the company’s Robert Half Technology division, where she was responsible for staff training and business development for the division’s Eastern Operations. In 2009, she served as Vice President for Robert Half Technology responsible for business development for Regional/National clients for the division’s Eastern Operations. Jenifer’s most recent position is Metro Market Manager where she oversees the operations for the Robert Half Technology and The Creative Group Divisions in Atlanta. Prior to joining the company, Jenifer spent six years in the technical industry, including working for a technology training company and a total solutions consulting firm.

Jenifer has presented a variety of career and staff development topics to organizations including the International Association of Microsoft Certified Partners, HDI and the Association of Information Technology Professionals. She has been a member of HDI for the last 5 years in Kansas City, Charlotte and joined the Atlanta Chapter and board in 2010. She received a Bachelor of Science degree in Business Administration from Appalachian State University in North Carolina.

Tommy Barnett, Past President

Tommy Barnett is a Principal with The North Highland Company and a thought leader in customer service and retention. For over 20 years Tommy has specialized in helping clients across industries develop and enhance their Service and Support Center strategies, policies, and processes.

Tommy is a certified Support Center Director, Instructor, and Auditor and has designed, staffed, and assessed centers for Fortune 500 companies across the nation. Tommy currently serves as the Chair Emeritus of HDI’s (www.ThinkHDI.com) Member Advisory Board, holds a seat on the HDI Global Strategic Advisory Board, and is a member of HDI’s Education Faculty co-authoring professional training curriculum and certification tests and delivering speeches at local, regional and national events on customer service and support. Tommy served three years as President and one year as Vice President of Programs for HDI Atlanta and two years as Regional Director for the Southeast.