I have over 20 years of customer service experience--over half of that time in the SaaS world.  I am passionate about employee engagement, customer experience, scaling teams, and mentoring staff.  I have presented on topics hat include: on-boarding, employee recognition and appreciation, communication skills, and industry process.

 I have been an HDI Local Chapter Officer for the past 7 years.  I am currently service as the VP of Finance for HDI Minnesota and I am the President of the PulseLocal Twin Cities chapter.

Specialties: Customer Experience, Leadership, Coaching, Mentoring, Building Cohesive Teams, Employee Engagement, On-boarding, and Cultural Alignment.

I have worked for Great River Energy for the past 15 years.  During that time, I worked with the project office as a portfolio manager.  In that role, I implemented projects and coordinated the IT project budgets in partnership with the enterprise project office to develop annual organizational capital budgets.  In 2014, I moved on to lead the IT Service Desk team where I was able to pursue my passion for employee development and customer service.  Job satisfaction for me is seeing employees and interns grow and develop.  When individual team members succeed and develop, we all succeed as a team.  This leads to fulfilling positions for our employees which leads to excellent customer service provided by our service desk team.  I believe in the mission of HDI which supports people in their mission to excel in the help desk field and personally.

I greatly look forward to joining the Minnesota HDI team and partnering with the many extraordinary people involved that have the same passion as me.

Matt Beran is Senior Product Specialist at InvGate, as well as the company's Ticket Volume podcast host. He has over 20 years of experience in Service Management and Customer Service. From the Service Desk to Business Process Consulting and into Service Design, he served in multiple roles. Known for challenging industry norms, practical advice, and unique approaches to Service Management, Matt has been featured on the Enterprise Digital Podcast and Co-Hosted ITSM Weekly: The Podcast.

Donald Chew is a leader in the IT service and support industry with a passion for the customer experience. He joined the Mayo Clinic IT Help Desk in 2001 and has been a Supervisor there for the past 12 years. Donald has been deeply involved with HDI since 2013 serving in various local chapter roles, national committees, and currently as a District President.

Gina Montague is passionate about staff development, process improvement, and creating positive employee & customer experiences. Gina has over 25 years of leadership and service experience and is proud to have a career in the support industry. Since 2010, Gina has had the honor of leading the multi award-winning support team at Infinite Campus, a software company that is transforming K-12 education. Gina is a presenter at national conferences and other industry events, sharing her lessons learned on a variety of topics related to employee and customer engagement. Gina has been an active member of the HDI Minnesota Local Chapter since 2003, and is currently the Chapter Advisor/Past President.