Ric Mims has more than 28 years of experience in service desk management, ITSM, consulting and operations. Ric has held various positions throughout his career, from team leader to help desk manager to ITSM consultant. He's also served in many capacities for HDI, including as a member of the HDI Faculty, a frequent speaker at HDI conferences, and a former local chapter president. Ric's most recent work encompassed project leadership for planning, design, and implementation of ITSM initiatives for Occidental Petroleum, Charles Schwab, and Cepheid BioTech, to name a few. Currently, he is a solutions director for SDI Presence, based in Chicago.