HDI Announces Winners of the 2023 HDI Awards

Celebrates the Individuals, Teams and Organizations that Achieved and Maintained the Highest Standards of Excellence in Technical Support and Service Management

HDI, the leading organization dedicated to elevating technical support and service management across the enterprise, today announces the winners of the HDI Awards, which recognize the individuals, teams, and organizations that have achieved and maintained the highest standards of excellence in technical support and service management. The winners were announced at SupportWorld Live, which is taking place April 30 - May 5 at the MGM Grand in Las Vegas, Nevada.

The 2023 HDI Award winners:

Individual Award Winners

• Best Service and Support Analyst: Jami Severson, Mayo Clinic
• Best Service and Support Manager: Moe Suliman, Wajax Limited
• Best Service and Support Technician: Adam Labban, Northwestern Mutual
• Local Chapter Officer of the Year: Jason Wischer, Virtual Chapter
• Lifetime Achievement Award: Phyllis Drucker

Group Award Winners

• Best Customer Experience: Encompass Health ITG
• Best Service and Support Culture: Unisys
• Best Service and Support Organization: Unisys
• Best Service Improvement Initiative: SitusAMC IT Service Desk
• Best Use of Technology: Fidelity Investments

The Industry Award winners were evaluated through a meticulous selection process. Submissions were judged by panels comprised of service and support industry experts, tasked with selecting the industry's top team, manager, analyst, desktop support technician, local HDI chapter officer, and more.

“Each year we are amazed at the quality of the submissions we receive of individuals, teams and organizations dedicated to technical support and service management,” said Tara Gibb, Senior Director of HDI. “Congratulations to the winners of the HDI Awards. Each winner showcases the best of the best of IT service and support.”

The complete list of HDI Awards finalists include:

Individual Awards

Best Service and Support Analyst

• Kevin Bell, IT Support Technician, Revinate
• Flóra Németh, Service Desk Agent, Unisys
• John Pearson, Technical Support Help Desk Sr, Lockheed Martin Corporation
• Jami Severson, Help Desk Specialist, Mayo Clinic

Best Service and Support Manager

• Jessie Brillouet, Service Desk Operations Manager, Unisys
• Rudy Cicchino, Manager, IT Customer Service, Moffitt Cancer Center
• Andrew Froud, IT Manager, New Albea Kunstofftechnik GmbH
• Daniel Mandrell, Service Desk Team Manager, Unisys
• Moe Suliman, IT Help Desk Manager, Wajax Limited

Best Service and Support Technician

• Michele Dunleavy, Business Tech Analyst 3, UC Berkeley
• Adam Labban, Senior Tech Service Center Specialist, Northwestern Mutual
• Mike Palo, PC Tech 2, City of Garland
• Kevin Prichard, Lead Client Support Specialist, Princeton University

Local Chapter Officer of the Year

• Donald Chew, Supervisor - IT Helpdesk Unit, Mayo Clinic, HDI Local Chapter: Minnesota Minneapolis
• Dee DiDiano, President, HDI Steel City, HDI Local Chapter - Steel City
• Laurie Lukken, Solution Center Manager, Nebraska Furniture Mart, HDI Local Chapter: Nebraska - Omaha
• Aaron Settepanella, Production Support Manager, Star Leasing, HDI Local Chapter: Ohio - Mid/Columbus
• Jil Weber, Manager, Technology Service Center, Northwestern Mutual, HDI Local Chapter: Wisconsin - Brew City/Milwaukee
• Jason Wischer, Advisory Solutions Consultant, KANINI, HDI Local Chapter: Virtual Chapter

Group Awards

Best Customer Experience

• Encompass Health ITG
• Municipal Property Assessment Corporation (MPAC)
• Unisys

Best Service and Support Culture

• Paychex
• PSCU IT Service Desk
• Unisys
• WBM Technologies LP

Best Service and Support Organization

• Infinite Campus Support
• Nationwide Insurance
• Unisys
• WBM Technologies LP
• When I Work

Best Service Improvement Initiative

• PSCU IT Service Desk
• SitusAMC IT Service Desk
• Unisys for CommonSpiritHealth

Best Use of Technology

• Fidelity Investments
• Ivanti and Service Corporation International (SCI)
• PSCU IT Service Desk
• Unisys

To learn more about HDI’s SupportWorld Live, click here. Stay up to date on Facebook, Twitter or LinkedIn.

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About HDI

For more than thirty 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 Tech.

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