Officer position descriptions are located on this page.
Pierre Lazarus from Southwest Airlines
Pierre works for the leadership team of the Service Desk @ South West airlines. Southwest has been a corporate member of HDI in the past and Pierre has attended and participated multiple chapter meetings. As his team further develops their methods in raising maturity levels, Pierre wants to be more knowledgeable about the best practices employed by his peers at other companies.
He would like to assist in driving an increase in membership and helping the chapter grow as well as continuing to provide best practices to new and seasoned leadership teams across the DFW area.
VP of Communications
Penny Westbury from Air Medical Group Holdings
Penny Westbury has 18+ years of experience in the Support and Service industry, starting in IT as the admin to the IT Director at the Society of Petroleum Engineers. Throughout the years she learned to love the support industry and made it her goal to become where she is today. She had many roles at SPE the latest serving as the Global Support Services Manager for the Society of Petroleum Engineers where she led a team of HDI Certified staff in supporting 7 offices worldwide. Currently she is over IT Operations and Support Services at Air Medical Group Holdings managing a team of 20 who support 7000+ staff across the US, Alaska and Hawaii.
She began her relationship with HDI in 2005 where she was nominated for the DFW HDI Chapter Analyst of the Year, finishing as one of the top 5 finalists. She then became a member of HDI and has attended all of its annual conferences since, enjoying the significant value it has added to her career.
She has been with our local DFW HDI Chapter since 2010 and her initial investment has been repaid many times through the education and networking the organization provides. HDI has encouraged her to be a leader and has provided a wealth of knowledge and insight to the service and support industry.
VP of Finance
Bill Van Riper from 7-Eleven
Bill Van Riper has been in the Help Desk / Service Desk industry since June 2000. Graduating from Pace University in New York with a BBA in Accounting/Financial Management, he uses his analytical skills to drive both outsourced and internal Help Desks to superior support of their customer. Bill relocated from Orlando Florida to the Dallas Fort Worth area to take on the responsibilities of an IT – Manager for 7-Eleven, the world’s largest operator, franchisor, and licensor of convenience stores. Bill served on the chapter’s Leadership Council before being elected to the Chapter’s VP of Finance where he has served since May, 2011.
VP of Membership
Marcus Johnson from Pepsico
Marcus Johnson, Director of IT Service Management for PepsiCo. As a PepsiCo executive, he oversees the 24×7 delivery of all customer support for PepsiCo Applications and Technology across North America. With 25 years of experience in providing IT service delivery, including more than two decades with PepsiCo. Marcus has led the PepsiCo IT Service Desk Leadership team to excel with Customer Service and Support for PepsiCo, he and his team were recognized with the prestigious HDI Team Excellence Award in 2010 and again in 2012.
Marcus is currently responsible for developing a Global Strategy to consolidate PepsiCo’s 43 worldwide IT Service Desk into a single operating organization, driving common support processes and procedures worldwide, while also optimizing costs benefits without sacrificing customer satisfaction and service level agreements.
Marcus worked his way up PepsiCo IT with various positions held through steady promotion, beginning as a Technical Support Analyst with PepsiCo Business Solutions Group in 1996. As a Senior Systems Manager, he managed over 30 Help Desk, Desktop, & Infrastructure teams supporting PepsiCo and Frito-Lay mobile devices and business applications, leading numerous successful projects with PepsiCo divisions (Frito-Lay, Tropicana, & Quaker Oats).
In addition, Marcus is an active Servant Leader in his church. Serving as Friendship Baptist Church Audio-Visual Ministry Leader for the past 8 years, Marcus leads a team focused on the recording and distribution of audio and video media for all the church’s services and events, including weddings, funerals, graduations, and stage plays.
Marcus has been married for 21 years to his wife Nicole Johnson, and they have 3 children.
VP of Programs
Jamison Kuhle from Paladin
Jamison Kuhle is an IT Consultant for Paladin Consulting in Dallas, TX with extensive staffing experience in Infrastructure and Help Desk roles at organizations of just a few end users to Fortune 50 and 100 companies. An avid IT enthusiast, he volunteers and speaks at local technical schools, is the VP of Programs for the DFW-HDI Chapter, and can be followed @TechJamison on Twitter. Originally from Iowa, Jamison loves football, gives private guitar lessons, and enjoys barbecue more than he’s willing to admit to his doctor.
VP of Vendor Relations
Seth Bruce from Southwest Airlines
I was introduced to HDI by the involvement of Southwest Airlines in the Analyst of the year program. I have been involved in Help Desk and Service Desks for many companies over the past 15+ years. I see Service Desk work as an intersection of technology and social interaction as the two worlds meet.
I would like to participate with both my own employer and other companies to explore areas for partnership and cooperation both for the organizations involved as well as the improvement of agents, analysts, and technology workers everywhere. I want to make a difference and become part of an organization that works to award those in our industry. Help me become part of this organization as a new chapter officer!
VP of Special Events
Shannon Mejia From City of Garland, TX
Shannon Mejia is currently the Manager of Support Services for the City of Garland, TX. She is responsible for a team of 11 which fully support all the desktops, laptops, mobile computing devices, cellular phones, printers, scanners, and any other peripheral in the City. Shannon has been highly involved with HDI for over 10 years, serving on the Leadership Council before becoming an officer for the past 4 years. Shannon attributes many of her successes in her career to HDI and has made wonderful friendships and work-related connections.
Shannon has over 20 years of experience in management and over 10 years of it being in Information Technology, with companies ranging from Printing to Hospitality. She is HDI-certified Support Center Manager (SCM), Certified Associate of Project Management (CAPM) and is ITIL Foundations v2 Certified.
VP of Training and Development
Kayla Freeman from Beacon Hill Technologies
Kayla is currently an IT Account Executive for Beacon Hill Technologies specializing in staff augmentation. After graduating from Southern Methodist University in 2013, she fell into the world of IT Staffing starting out as an IT Recruiter. She realized very quickly that her passion was in the client facing side of IT Staffing, and moved into the role of an Account Executive after 8 short months with Beacon Hill. For the past 2 years, she has been building countless relationships with IT professionals in DFW, and working with clients in a partnership by listening to their individual needs to deliver top talent.
She has always gravitated to a profession in which finding a match for someone is her ultimate goal. She is driven by challenges and always puts to use her detail-oriented and resourceful personality into any situation. Kayla is a new officer for HDI and holds the VP of Training and Development position and is very excited to educate her clients and candidates on the benefits of HDI Membership and Training, and yield an increase to the HDI Training Classes!
VP of Media and Publications
Hope Burchard from Air Medical Group Holdings
Hope works as an IT Operations Analyst for Air Medical Group Holdings, the largest emergency air medical services provider in the industry. Her primary responsibilities include managing company-wide procurement of both software and hardware, overseeing mobile services for 6,000+ employees and telecommunications cost management for 350+ locations.
She has worked in many support roles throughout her support career; Striving to always provide a top-tier experience when working with clients, colleagues or her management team. She believes being challenge driven, detail-oriented and resourceful has helped her move from Customer Service Representative to where she is today as an IT Operations Analyst.
VP of Operations
Karen Bowerman from Texas Christian University
A dedicated professional with over 30 years of experience in the field of customer service and support of IT in a Higher Education environment. Currently, Karen is a Sr IT Support Consultant with Texas Christian University. She has worn many hats during her tenure at TCU including project management, server administration, trainer, mentor and coach. Karen’s peers look to her for guidance and help in troubleshooting those hard to solve issues. She is passionate about knowledge management and making sure that her customers receive the best possible experience when contacting TCU’s support team for their IT needs.
Karen attended her first HDI annual conference in 2008, began to attend DFW local chapter meetings and was invited to a DFW local chapter dinner. TCU joined the HDI Higher Ed forum in June 2008 and Karen attended those meetings as the representative for TCU until Nov 2011. For the past four years she hasserved on Leadership Council supporting the chapter in whatever way was needed as well serving as a judge for the AOY/Desktop Support banquet during the 2015 award’s season. Karen loves her involvement with HDI, the opportunities for personal growth and the people that she has met along the way.
VP of Website Management (Webmaster)
Joshua Tooley from Texas Christian University
Joshua Tooley is an energetic professional with over 15 years of experience in the field of IT customer service and technical support. He recently moved to the DFW area to take a position at TCU as the Associate Director of IT Support and has been and officer with the chapter for several years. He played a pivotal role in the creation of the HDI West Texas Local chapter and served as Vice President of Web Communication. Joshua has also participated as the Steering Committee Chairman for the HDI Higher Education Forum and has worked closely with his peers to develop innovative and creative meetings for the membership.
He has played a leadership role in all areas of technical support from hardware to software and even front-line support. Joshua excels in building and marketing communication plans and creating efficient project maps for major implementations. He plans to use his skills to increase attendance at chapter meetings and focus on getting more vendors involved with sponsoring our AOY event.