Meet Our Instructors

Experience the difference with HDI's world-class instructors – true industry leaders handpicked for their exceptional expertise and dynamic teaching abilities! Our stellar faculty doesn't just teach courses – they transform learning experiences through their unmatched industry knowledge and engaging presentation skills.

These outstanding professionals bring the curriculum to life, making complex concepts accessible while delivering unforgettable training sessions that will revolutionize your professional development journey.

Ready to learn from the absolute best in the business? Discover the brilliant minds behind our gold-standard training by clicking on their names or photos below!

Darrell Bond [email protected]

Darrell brings over 35 years of dynamic expertise in IT service management and organizational transformation. As a certified KCS instructor since 2006, he has empowered hundreds of professionals worldwide to maximize their organizational knowledge through engaging workshops and consultations. His vibrant teaching style spans the complete HDI Certification curriculum, connecting theoretical concepts with practical applications for everyone from directors to frontline analysts. With impressive credentials as an HDI Certified Auditor, Darrell has energetically guided organizations across diverse sectors—healthcare, education, finance, government, and technology—to achieve service excellence. His talent for translating complex business requirements into effective support systems has driven successful implementations of ITSM principles and service management technologies. Darrell's infectious enthusiasm for knowledge management and practical approach continues to inspire professionals to elevate their service delivery standards and embrace transformative practices. less

Rae Ann Bruno [email protected]

Rae Ann Bruno is the President of Business Solutions Training, Inc., a firm focused on experiential training for process improvement, business-aligned leadership and team development. Rae Ann is known for her interactive, information packed training courses and her ability to tailor information to her participants so that they can apply it in their respective roles. She has trained all levels of employees in the areas of communications, high performance teaming, DISC Profile, and leadership skill building with a special emphasis on Information Technology. Rae Ann has over 15 years of management experience with an emphasis on process re-engineering, employee development, and business alignment of IT services. Formerly the Vice President of Strategic Relations for Previo, Rae Ann was the publisher of Previo’s eZine, eSupport Perspectives and has authored many articles and white papers published in various support and service industry publications. In this role, Rae Ann consulted with Previo customers on process re-engineering and best practices and trained support professionals on industry best practices. Prior to Previo, Rae Ann was the Director of IT Customer Service for Siemens Energy & Automation (SE&A) where she started up an IT training and documentation department, re-engineered the Service Desk, and implemented Incident Management, Problem Management and Service Level Management across the IT organization. She came to SE&A from Cutler-Hammer where she re-engineered the Support and Security teams in her role as Enterprise Support Manager. In her previous role as the Training & Documentation Manager, she worked closely with the business units to develop and deliver business-focused training and support. Her training team won the Cutler-Hammer Award for their innovative and successful training program focused on raising the computer literacy of the Cutler-Hammer sales force through organized peer training. Rae Ann has her ITIL Service Management Foundation Certificate and is a certified trainer HDI Professional, Knowledge Management, Team Lead, Manager and Director Certifications. Rae Ann was nominated for the 2001 Computer World Premier 100 and was the recipient of the 99 Service Award from Service News. She was the co-chair of the Georgia 100 Mentoring program Alumnae Association and served on the World Leadership Team for Help Desk 2000. She is a regular speaker at leadership and support conferences. less

Randy Celaya [email protected]

Mr. Celaya is a keynote event speaker and Instructor with 17 years of support center industry experience. Randy has been recognized as a strong motivator, results focused coach and effective communicator working with groups or individuals to achieve success. Mr. Celaya has worked extensively with Help Desks and Call Centers around the world to develop and train Professional to Director level positions in Customer Support, Critical Thinking, Team Building, and Problem Solving skills. Randy was critical in the conception of one of the Help Desk industries most recognized certifications in the support services industry. Randy has served as the Keynote speaker at Help Desk and Call Center events around the world. less

Steve Matthews [email protected]

Steve brings over 40 years of vibrant Information Technology expertise across diverse industries including Insurance, Health Care, Airline Sales Reporting, Transaction Processing, Public Utilities, and Transportation Services. His impressive career spans both public and private sectors, encompassing IT Management, Applications Development, Service Desk, Technical Support, Operations, and Systems Administration. For the past nineteen years, Steve has flourished as an IT Service Management consultant and trainer, passionately championing ISO/IEC 20000 Standards and ITIL® best practices. His enthusiasm for service excellence led him to become a dedicated HDI advocate, serving as a Certified HDI Auditor since 2012 and contributing his expertise to the HDI Certification Standards Committee that shapes global industry standards. With a solid foundation in Business Administration from the University of Louisville and two prestigious top-tier IT Service Management certifications, Steve continues to energetically mentor professionals and transform organizations through his comprehensive knowledge and engaging consultative approach. less

Deborah Monroe [email protected]

Deborah Monroe shines as a dynamic speaker, author, and expert in emotional intelligence, team dynamics, and leadership development. Her corporate wisdom and approachable style create captivating, humor-filled learning experiences that resonate across industries. As a valued HDI business associate since 2006, she has brilliantly contributed to course design, support publications, and consistently ranks among top conference speakers. Deborah's universal message transcends specific sectors, focusing on people as the true catalysts for success. Her exceptional understanding of emotional neurology transforms team dynamics and inspires leaders to discover their extraordinary potential. Beyond her book "Cutting Through to Success, Learning for the Leader inside of You, " she is a published musician, comedian, and podcast personality. As founder of DRM Development Group, Ignite Achievements Intl, and HX-Mastermind Group, Deborah continues to energize the IT community through her role as an Informa HDI Faculty Member, delivering certification courses and motivational sessions that spark genuine transformation. less

Virginia Scuderi [email protected]

Virginia’s experience encompasses nearly 20 years in computer and soft skills training, curriculum development, and computer software support. Her diverse background includes: compatibility testing, troubleshooting, and hardware and software support. Since 1993, Virginia has been associated with HDI as a primary staff instructor and consultant. During this time she has served as director of certification and curriculum development facilitating the launch of HDI’s Certification program (HDA, HDSA, HDM). less

Doug Tedder [email protected]

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation. Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA. less