Event Details
Join us to learn about how to meet new expectations for service management in the age of digital natives
LIVE at Milwaukee Tool Downtown Milwaukee
Interact with visionary thought leadership at this panel discussion
Moderator
Lena DeLaet
Lena DeLaet is Wisconsin native and has lived in the Milwaukee area since 2005. As a Marquette graduate, Lena considers herself a champion of Milwaukee, and has consistently been employed with Milwaukee-based institutions such as the Milwaukee Journal Sentinel, WISN Channel 12, and most recently with Milwaukee World Festival, Inc. (Summerfest). At Summerfest, she is the Director of Sales, working with many of the corporate sponsors that support the festival. She is also the Director of Summerfest Tech, which convenes all sectors of the tech community around relevant speakers and programming, while also integrating the music festival as part of the agenda. She finds herself also committing to her community through a variety of board and committee placements with the Wisconsin Tech Association, Meta House, Milwaukee Artist Resource Network, Marquette Mentors, and WI Tech Month. Through her professional and volunteer roles, she provides a variety of background and experience, including marketing, sales, networking, and connections. Personally, she enjoys everything about Milwaukee – the food and nightlife atmosphere, the lakefront, concerts and live music, and spending time with her dog, Bella.
Panelists
Paul Buckle
Director of Enterprise Support & Service Management at Milwaukee Tool, where he has been a key contributor since 2021. In his role, Paul has successfully established a cross-functional Service Management Office, driven significant improvements across core IT Service Management (ITSM) processes, and leads two of the company's most vital support teams. Paul has also led the company through several key project implementations through the hypercare process, navigating IT and non-IT teams alike through the transition to operations process. With over 25 years of experience in support and service management, Paul has a wealth of expertise in multiple industries, spanning both the UK and the US.
Kevin Ganiere
Kevin is an experienced IT Support Manager and a thought leader in the future of IT support. Kevin has been with Milwaukee Tool since 2014, where he currently leads the IT Support Services team. In his role, he oversees a wide range of critical functions, including the PC Lab, Service Desk, and Desktop Support, ensuring that the company's IT infrastructure runs smoothly and efficiently.
Kevin is passionate about leveraging innovation to enhance the user experience and streamline problem resolution processes in the ever-changing world of IT support.
Maggie Guare
Since 1998, Margrette Guare has been a pillar in the IT industry, starting her career at UPS after obtaining her Novell Administrator Certification. With roles at T-Systems and Genre, she transitioned into healthcare at Advocate Health in 2010. As the Manager of the Midwest Service Desk since March 2022, Margrette leads a team supporting 80,000 teammates across 29 hospitals, 400 care sites, and 70 pharmacies, operating 24/7/365. A proponent of servant leadership, she embraces Advocate's mission: “From discovery to everyday moments, we’re redefining care - for you, for us, for all.” Margrette's career reflects her resilience, expertise, and dedication to driving positive change.
Daniel Guinto
Daniel was born in Nebraska and has lived across the US while his parents served in the military. He started his first job at Buckle a clothing retail store and learned customer service quickly as they worked on commissions. He continued his career throughout college at Target and FedEx focusing on logistics in Dayton, Ohio. He had a natural talent for connecting with people and creating friendships as he changed schools during his youth. He studied a wide range of fields in college like Computer Science, Computer Graphics, and Information Technology. He moved to Chicagoland in 2010 and through his network of friends landed an onsite IT role in downtown Chicago that covered Service Desk, Desktop, and NOC responsibilities in a Financial industry. The opportunity allowed him to join a Managed Service Provider (MSP). From there he continued to work as a Level 1 Service Desk Agent, Team Lead, Client Relationship Manager, and Service Desk Manager. Lead a group of 80+ IT Professionals while implementing over 50+ customers as a Project Manager. Completed over 80+ customer implementations in industries ranging from construction, education, energy, financial & services, healthcare, insurance, manufacturing, transportation, and many more. Along the 15+ years in IT; he acquired certifications that include CompTIA A+, HDI Support Center Team Lead, ITIL V3, ITIL V4, Humanising IT, and Leadership IQ Science & Practices of Managing People - Mark Murphy. He continues to develop his leadership skills by participating in Vistage Emerging Leaders two year program and Toast Masters. He has recently transitioned out of the MSP world and is working at CIBC US helping their teams thrive through significant growth as well as a risk culture mindset.
Daniel’s current mission is to help drive transformational changes with organizations and teams by sharing real world experiences. As well as continue to close gaps in organizations around ITSM and Enterprise Service Management to focus more on customer and user experiences. His role is to help environments, people, and teams thrive not survive. As he continues to work with HDI and other communities to help people be successful.
When Daniel is out of work he is a dance dad of three girls. He loves watching Ted Lasso on repeat and enjoys everything that Jack Black does. He prefers Star Wars over Star Trek. He has played soccer since he was 3 and supports Chelsea, Barcelona, and all US National soccer teams. Continues to find opportunities for his wife and him to travel the world, most recently Bali and Dubai.
Jason Wischer
Jason Wischer is a seasoned leader in the HDI community, serving as a local chapter officer since 2009 and leading national committees. As a proud member of the Brew City local chapter in Milwaukee, Jason brings optimism and enthusiasm to every endeavor. A devoted father, husband, and sunset chaser, he's also a library enthusiast and sought-after speaker at national conferences. As a Customer Success Manager for the ServiceNow practice at SHI International, Jason empowers individuals to turn their vision into reality. With his infectious positivity and expertise, Jason inspires audiences to achieve their goals.
- Milwaukee Tool giveaways
- Food and Drinks
- Finish with a behind-the-scenes tour of the Milwaukee Tool facility
Who is HDI (About)?:
We Empower Technical Support and Service Management to Deliver:
Smarter Service. Better Business.
Rapid change is constant in our industry. HDI has been at the center of this change, helping you do what you do - and making you better. It's in our DNA. For thirty years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to:
- Drive change
- Harness knowledge
- Transform teams
- Make connections
- Turn challenges into opportunities
HDI’s mission is to advance the tech industry through community, transformative education and events, and outcome-oriented advisory services. We are now poised at the cusp of digital transformation to lead this industry into the future.
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Thank You to our Sponsors
Special Thanks to Milwaukee Tool for Hosting
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Location
- 551 N 5th St, Milwaukee, WI 53203, USA
