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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Mark KatsourosSenior Director, Engineering and OperationsDuquesne University

Mark Katsouros received his Bachelors of Science in Computer Science from the University of Maryland at College Park (UMCP), completed post-graduate studies in electrical engineering and telecommunications at UMCP, and advanced Computer and Information Science at University of Maryland Global Campus, and worked at UMCP in various IT development, research, and management capacities for over 20 years. He next served in a five-year stint as the Director of Telecommunication & Network Services for The University of Iowa, and then in a 10-year stint as the Director of Network Planning, Service Design, and Voice & Video for The Pennsylvania State University. Mark is now the Sr. Director of IT Engineering & Operations for Duquesne University, where he is responsible for all IT infrastructure/underpinnings and endpoints, and is the program sponsor, and formed the Service Management Office, for IT/Enterprise/Universal Service Management processes, roles, artifacts, and overall portfolio.

His extremely diverse background includes database systems, large-scale software design and development, networking, telecommunications, computer-telephony integration, interactive voice response, voice over IP, unified communications, emergency communications management, ITIL/ITSM, project management, strategic planning, customer support (including white-glove), and broad IT leadership. In addition to winning UMCP's prestigious Graduate Studies and Research "Inventor of the Year" Award, he has also licensed various software applications, which he designed and developed, to both Avaya Communications and Cabletron Systems. Mark was also selected by the (Bill) Clinton Administration to design, develop, and implement public opinion polling software for the White House, which was utilized during President Clinton's first State of the Union Address and beyond.

Additionally, Mark is a regular speaker at various information technology conferences and has served as Chief Technology Officer and Interim Chief Executive Officer for a Maryland dot-com startup specializing in patent-pending search technology that promised to improve the results of search requests in library, database, intranet, and Internet searches through complex, rules-based, phonetic transcription. He is presently involved in a Pennsylvania dot-com startup focusing on community development, commerce, and social responsibility. Mark is always hungry for victory--for himself, his team, his institution, and his customers--and he'll run through walls to achieve it.