Student Quotes

Quotes: Help Desk Managers

"I was extremely pleased with the HDM class. Over the years I've attended many "soft skills" classes. This is the only class I have attended that directly addressed the soft skills needed by Help Desk Managers. I found the tools that were given in the class to be extremely useful, and probably the most valuable part of the class.

All of that said, I'm not sure it would have been the same experience with another instructor. I talked with a number of the Help Desk Managers who attended the course with me, and all agreed this was an excellent course. We also agreed that Ric was a key reason we felt that way.

As for the need to defend the recommendation, I'll tell you what I did. I downloaded the certification standards from the HDI web site and went over them with our IT director. This is one of the reasons I chose to be certified with HDI. HDI has the only help desk certification standard that is "open". I really appreciated the fact that we were not just given a certification after the class, but rather had to pass a proctored exam."

Bill Bowen
Help Desk Manager


"When I left the class, I left with a lot of ideas that need to be implemented to make our Help Desk more efficient. A lot of the processes that were introduced were implemented at our company within the past few months prior to class, but the understanding of why and how to implement became more relevant after the class.

Pat took the Analyst Boot Camp 3 day session, which she simply loved and now has a better understanding to why we are performing certain processes instead of her thinking we just want to add more work on to the team. There has been some resistance to the changes within our environment and the class for Pat made her understand why the changes were implemented and necessary.

Due to myself and Pat attending the class, I am sending the rest of my team."

Eric Fortman
Manager, Client Support


"I enjoyed the class immensely. The HDM course materials were on target, the interaction and networking with class members was fun and the instructor kept things moving. The instructor meshed the curriculum with real world experience. This translated into knowledge and ideas to utilize in my work environment."

Gretchen Iler
Manager, Support


"Just wanted to drop you a note and say thanks. I passed the HDM exam last Friday with an 86%. Your class was a great prep for the test, but more importantly I've been able to change a lot of the ways that I do business. Thank you so much for all of the work and passion that you put into that class. It really was a treat to have the opportunity to sit in."

Kenneth McFarlane, mcp
Help Desk Lead

Quotes: Help Desk Analyst Boot Camp

"This has been the best overview of customer service I've had in years. This class addressed all my issues."

Juanita Avaya
Training Manager


"I feel more prepared for my first day of work now. Thanks, this was a great class. We had a lot of fun and learned a lot."

Phyllis Enos
Help Desk Analyst


"I thought it was going to be another waste of time. So I probably didn't go in with the best thoughts in mind."

By the end of her three-day course, Boone had changed her mind. She said the class exceeded her expectations, and she came away with skills she needed to succeed in her new help desk position.

Paricia Boone
Help Desk Analyst
From March 25, 2003 Tech Republic Article,
"Boot Camp Offers Insight for Help Desk Staff"
 

Quotes: Help Desk Senior Analyst

"Ric's genuine concern for our knowledge and understanding increased my level of involvement and overall gain."

Christina Busker
Help Desk Senior Analyst


"Belinda,

I wanted to thank you and tell you how much I enjoyed the training class you instructed in Memphis last week. I'm excited about taking the test and becoming certified.

As luck would have it, we are going to be implementing a new help desk (along side our existing help desk) that will process and track requests for Marketing services. I have been given the task of starting up this "new" service. The curriculum we went through has been extremely helpful to me in this process.

Again, thank you for a wonderful class!"

Tanya Dunaway
Help Desk Manager and Senior Support Analyst