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Mary Cruse |
President |
Director – Client Services West
Genzyme Genetics, Inc. Email:
Mary.Cruse@hdila.org
Telephone: 310-482-5316
Passionate about customer service, Mary Cruse has led teams for Fortune
500 companies for more than 25 years, in the airline, healthcare and
health club industries. She has extensive experience in leading both
technical and non-technical customer service centers, with an expertise
in software implementation and deployment, call center design and
technology, workflow definitions and design, metrics, and SLA design and
implementation.
Mary's primary responsibility at Genzyme Genetics is to lead the
activities of 5 external customer support centers, supporting the
medical community in oncological and prenatal diagnostic testing. There
are a total of 50 customer service representatives in her centers around
the Southwest. Mary carries the HDI certifications of Help Desk
Analyst, Help Desk Manager and Certified Training Instructor as well as
the CIAC Call Center Operations Manager Certification. Mary is President
of the Los Angeles Chapter of HDI, as well as Member Emeritus of both
the Global Member Advisory Board and Strategic Advisory Board of HDI. |
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Kelly
O'Connel |
Vice President of Membership |
Branch Manager at
Robert Half Technology
Email:
Kelly.OConnell@hdila.org
Telephone: 310-719-7356
Kelly started her professional IT career in
1999 in the Information Technology Department at Simmons College in
Boston, Massachusetts. After moving up the ranks to a Director Level
position at Simmons she ventured out of academic technology finding
a new home at Wachovia International. When Wachovia acquired World
Savings Bank in 2006 Kelly was transferred to sunny Southern
California. Quickly identifying the volatile state of the banking
industry in the greater LA area Kelly left Wachovia and refocused on
IT Risk Management Consulting. She currently represents the worlds’
largest specialized technology staffing firm Robert Half Technology
as Division Director in the consulting Services Division. |
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Rudy Gallegos |
Vice President of Vendor Relations |
Technical Support Manager
British Telecomm Rudy has over 10 years experience in the
Information Technology industry and has been involved in many
different types of daily operational environments including managing
customer service, help desk, consulting and IT support. He has
worked for several companies such as BT, Infonet, PBM IT Solutions,
and Prosum.
In Rudy’s current role, he leverages his broad technical expertise
and 10 years of IT experience to ensure his team provides flexible
support solutions to our clients. He supports incident and
problem management, system designs and implementation and new
product rollouts with quick response and escalation as needed. Rudy
has developed many proven processes and tools to ensure that his
team delivers high quality service. |
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Oscar Gomez
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Co-Vice President of Programming |
Oscar has been in a Managerial role for Service Desks for 15 years
and has 20 years of experience in the industry. He has been an active
member of HDI for over 10 years, both participating as a board member
and delivering lively and entertaining presentations. |
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Eric Kinsey |
Co-Vice President of Programming |
Senior Sales Executive
CDI IT SolutionsEmail:
Eric.Kinsey@hdila.org
Telephone: 805-582-1781 Eric Kinsey has been in the
staffing/solutions industry since 2002, primarily involved with the
staffing of IT professionals. He joined CDI in 2004 as a Senior Account
Manager and took over responsibility for several national accounts while
investing in new business opportunities locally. Additionally, he
develops business in the finance and entertainment industries in
California, Arizona, Nevada, and Texas.
Before coming to CDI, Eric worked as an Account Manager for
another nationwide staffing firm, focusing on temporary and permanent
staffing in the Los Angeles area. Prior to entering the staffing
industry, he worked in the IT field in the area of software development,
technical support, and testing.
Eric received a B.S. degree in Management Information Systems and
Marketing from the California University, Chico. He is active in the
community and currently volunteers with organizations such as
Make-A-Wish.
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Steve Higginbotham
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Vice President of Communications |
Division Director at Robert Half Technology
Email:
steve.higginbotham@hdila.org
Telephone: 310-719-7356
Steve Higginbotham has 11 years within the IT
and Healthcare staffing and consulting industry, currently working
in the Torrance / South Bay market place for RHT. Previously,
he was a Regional Business Development Manager for another large
staffing company, focused on several strategic markets throughout
the Western Region. He has also successfully started up
three different lines of business and built several other markets
over his career. Prior to staffing and consulting, he was an
OS2 in the US Navy, on board the USS Peleliu LHA-5. Steve spent more
then 2 ˝ years out to sea, navigating the Pacific & Indian Oceans.
Steve's drive for results, attention to detail,
customer service and mentorship has allowed him to produce results, year
over year. Steve has successfully worked in eight (8) markets throughout
Southern California and has been a multiple awards winner and business
builder, based on results. His passion is to develop and grow people, as
well as territories in support of his clients. Steve’s clients would say
that he is tenacious, professional and provides excellent customer
service, time and time again.
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Karen Segawa
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Vice President of Finance |
Helpdesk Consultant
Vaco Technology, LLCEmail:
Karen.Segawa@hdila.org
Telephone: 310-293-5761
Karen is a consultant for Vaco Technology, LLC advising on Helpdesk
processes and procedures to develop helpdesks and move them forward.
Karen's has over 18 years experience in the IT industry ranging from
Helpdesk to IT Director. Her career in IT began in the US Air Force
where she started as a Communications Computer Systems Operator. Since
then, Karen has had the opportunity to work in various IT related
positions at Mattel, Vivendi Universal Games, Fox Networks Group,
American Honda Motors and En Pointe Technologies/Global Services.
Karen’s experience has been with helpdesk, desktop support,
systems/network engineering, project management, customer support and
customer service. Karen has proudly been part of the Vaco team on and
off since October 2005.
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Steven Fuhrman


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Webmaster |
Information
Specialist at FM Global
(Contractor)Email:
Steven.Fuhrman@hdila.org
Telephone: 818-227-2264
Steven's passion for computers started as
a hobby in 1980, but did not become a career for him until 1996 when he
joined Andersen Consulting (now known as Accenture) supporting laptops
and desktops. Within five years, his responsibilities grew to
include Novell Network Administration and Project Management.
Steven is currently working as a contractor to FM Global as an
Information Specialist in their Woodland Hills office, supporting the
entire office as well as remote Field Engineers based out of this
location. Prior to which, he worked for International Rectifier where he not
only handled supporting a user community of up to 800 PCs, but took
on additional tasks such as maintaining
the department's Share Point website, drafting corporate policies for
review and adoption by Management, and was the primary person which
handled PC product review and vendor pricing negotiation for the entire
company. |
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