Randy Celaya is a technical support trainer, consultant, executive coach, instructor, and keynote speaker in the IT Support, Contact Center, and Service Management industry. Randy’s natural gift to motivate and bring enthusiasm to others is infectious. Whether coaching, training and developing professionals, or consulting with corporations, he strives to help others promote their best self’s. Randy began his career as a technical support professional and IT Support /Contact Center Manager. He was the Director of IT Services for PetSmart and Director of Education for Support Technologies. In 2006 Randy co-founded Results Focused Training Corporation and acts as the Founder and CEO for The Coaching Bridge. Randy was critical in the conception and creation of the help desk industries first training and certification programs Since 1998, Randy has educated thousands of business professionals globally and continues to consult and educate virtually with IT service desks, contact centers, and service and support teams around the world. He frequently writes top trending articles for Support World Magazine, and is a sought-after guest speaker, emcee and judge panelist for service and support industry conferences and events. In 2007 Randy was asked to join the National Facilitator Database (NFDB) reserved for speakers who are among the best in their industry. Randy’s passion for people has led him to serve on the Board of Directors for Family Reading, Inc. which focuses on literacy for children. He also serves as a court appointed special advocate for foster children and leads a recovery ministry in his hometown.

Presenting:

• Pre-1: HDI Support Center Director
• Session 406: Master Class in Support Excellence: Wisdom from Prominent HDI Business Associates
• Session 504: The Heart and Science of Support: Balancing People and Processes