Unlock the insights you need to land your dream job—or your next great hire—in 2026. In this episode, Rocky sits down with Cassandra Benner, Branch Director at Robert Half, to break down the brand-new Robert Half Salary Guide and what it reveals about hiring trends, high-demand roles, and how both candidates and employers can stay competitive in a rapidly evolving market. They dive into: • The most in-demand roles across AI, data, and emerging tech • Why job titles vary—and why job descriptions matter more • Salary transparency and how it builds trust with candidates • Certifications that move the needle (AWS, Azure & more) • Soft skills companies can’t find enough of: adaptability, EQ, problem-solving • How contract talent keeps projects on track and fills critical skill gaps • What employers must offer beyond pay—flexibility, balance, and wellness Download the Robert Half 2026 Salary Guide - https://rh.roberthalf.com/ujmS4 About Our Guest Cassandra Benner is a Branch Director at Robert Half Technology, specializing in recruitment strategy, business development, and leading high-performing teams. She’s known for creating standout experiences for clients and candidates and building strong, lasting partnerships. Cassandra develops innovative hiring solutions tailored to each organization’s unique needs. She holds a Bachelor of Applied Sciences from the University of Wisconsin–Whitewater and enjoys hiking and spending time outdoors with her dogs. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer/Alternate Host: Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Contact centers are more complex than ever—AI, cloud platforms, and remote work have created a perfect storm for customer experience leaders. In this episode, Luke Jamieson, CX evangelist and host of 2020Ish, joins us to unpack the collision of technology and experience. Luke shares how CX observability can reveal the upstream technical issues that silently erode trust, introduces the “10 by 10 rule” for agent burnout, and makes the case for a universal CX risk score to help IT and CX leaders speak the same language. He also reflects on his 25-year journey from the phones to the frontlines of innovation, and why treating both customers and employees well isn’t just good business—it’s the foundation for meaningful work. 🎙️ Topics include: The new complexity of contact center operations CX observability and the power of unified data The 10 by 10 rule and its link to attrition Why voice is becoming the new white-glove channel Building bridges between IT and CX teams #BytesAndBanter #CustomerExperience #ContactCenter #CXObservability #AICX #ServiceManagement #HDILocalChapters https://www.lukejamieson.live/ Luke Jamieson is a globally recognized thought leader in customer experience (CX) and the future of work, known for his infectious energy, creativity, and deep industry expertise. With over 25 years in the contact center world, Luke brings a unique perspective that blends hands-on leadership experience with a technologist’s view of how AI and data are reshaping CX. As a practitioner, he led the transformation of some of Australia’s top contact centers. Today, as a technologist and CX evangelist, he helps organizations bridge the gap between technology performance and human experience. Luke is the co-host of the wildly popular CX game show Twenty20ish, a sought-after speaker, and a featured contributor to industry outlets including ICMI, The Wall Street Journal, and The Australian. He studied Design Thinking at Stanford’s d.school and is a certified LEGO® Serious Play® facilitator, combining innovation and play to drive meaningful change in the CX space. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
What does it take to build a career in IT service management? For Rina Brahmbhatt, the journey began behind the counter at a post office in the UK and has grown into a global career as a consultant, trainer, and now author. In this conversation, she shares the twists and turns of her career path, the lessons she’s learned along the way, and what inspired her to write her upcoming book The ITSM Playbook®: Build a Future-Proof Tech Career in IT Service Management. Rina opens up about her progression through roles in IT—from administrative support and resource management to service delivery and ITSM leadership—and how each experience shaped her approach to people, process, and technology. She reflects on the challenges of frequent job changes, the importance of relationship management, and the realization that ITSM is about far more than incident and change management—it’s about using tools and frameworks to deliver real value for customers and colleagues. Her book The ITSM Playbook® offers practical guidance for anyone looking to enter or advance in IT service management. From navigating certifications and job searches to building relationships and managing career transitions, the book is designed as a roadmap for professionals at every stage. Rina also shares candid stories about balancing family, work, and writing deadlines, and how she structured her book to be both practical and approachable. LinkedIn: https://www.linkedin.com/in/rinabrahmbhattbarot/ More info on Rina's book: www.itsmplaybook.com About Rina Brahmbhatt Rina Brahmbhatt is a certified ITIL® Master and Service Management Director with more than 17 years of experience leading global ITSM transformations and Agile service delivery initiatives. She specializes in aligning technology with business goals, simplifying complex challenges through human-centered design, and delivering measurable service improvements. As a consultant, educator, and podcast host, Rina is passionate about mentoring teams and building cultures of excellence. Her expertise spans ServiceNow, organizational change, UX for IT, and executive training. Whether leading transformations or writing about the field, Rina is dedicated to making IT service management more accessible and impactful for professionals at all levels. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Our first repeat guest! Thomas Vick, Senior Regional Director at Robert Half, returns to Bytes and Banter with fresh insights on the tech job market and how companies can unlock the talent they already have. We explore the lingering effects of the Great Resignation, why employers and candidates remain cautious, and which skills—like data security and AI expertise—are most in demand. Thomas shares how AI is reshaping roles, including the rise of governance and compliance positions in regulated industries, and why upskilling is critical to staying competitive. Plus, he gives us a preview of Robert Half’s upcoming Salary Guide, a must-read for anyone hiring or job hunting in tech. 🌐 Learn more at roberthalf.com. Thomas Vick is the Senior Regional Director for Robert Half, the world’s first and largest specialized talent solutions firm. Based in Chicago, he leads operations for the company’s technology, creative, and marketing talent and consulting solutions across Illinois, Tennessee, and Missouri.Since joining Robert Half in 2010, Thomas has held multiple leadership roles overseeing operations across the U.S. for several practice groups. With over 18 years in the staffing industry, he is recognized as a hiring expert and serves as a spokesperson for Robert Half, frequently quoted in media outlets on hiring trends and workplace topics.Thomas has been honored multiple times by Robert Half for his leadership and business growth. He holds a bachelor’s degree in business management from Texas A&M University, serves as president of the HDI Chicagoland chapter, and is a member of the Executives’ Club of Chicago. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
What would you tell your younger self at the start of your tech journey? In this special 25th episode of Bytes and Banter, we reflect on the most powerful lessons shared across our first 24 episodes. From embracing failure to choosing the harder path, our past guests open up about the advice they wish they’d received earlier in life. Whether it’s learning to ask for what you need, trusting your instincts, or letting go of limiting beliefs, this episode is full of real talk on growth, grit, and self-compassion—straight from the leaders, innovators, and storytellers who’ve lived it. 🎧 Catch up on our first 24 episodes for even more unfiltered stories from IT pros and tech leaders. Tune in on Apple Podcasts, Spotify and YouTube,or your favorite platform—and follow #BytesAndBanter for conversations that connect people, purpose, and tech.
In this episode of Bytes and Banter, Matt Beran joins us to talk about rethinking IT service management through a more human-centered, experimental lens. From his early days as a farm kid in Minnesota to becoming a consultant and podcast host, Matt shares why he chose service design over tech leadership—and why solving unique problems still excites him. We dive into the emotional side of tech support, the limitations of surveys, and the real potential of AI in service management. Plus, Matt explains why IT needs to start listening to other departments and how being fearless (even if you fail) is key to building a meaningful career. 🎧 Want more from Matt? Check out https://mattberan.com Matt has over 20 years of experience in Service Management. He has served in multiple roles, including positions on the service desk, as a consultant, and experience designer. His clients included enterprises of many sizes and industries. Known for challenging industry norms and practical approaches to Service Management, Matt is now a Sr. Product Specialist at InvGate, a software company building better IT experiences. He is also the host of Ticket Volume, a podcast powered by InvGate, where he discusses topics such as IT, ITSM, Asset Management, cybersecurity, governance, and career development, along with different guests. In addition, he is a highly-regarded speaker at conferences. His favorite topics introduce new ways of thinking about service experiences and improving team collaboration. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In this episode of Bytes and Banter, Phil Gerbyshak joins us to talk about burnout, authenticity, and building a human-centered career in tech. From his early days as a book-loving teacher at heart to becoming a coach, speaker, and advocate for tech professionals, Phil shares lessons learned about navigating career pivots, recognizing burnout, and finding energy through self-reflection and connection. We explore what it really means to lead with empathy, how to deepen professional relationships beyond hallway small talk, and why being human, helpful, and humble is more powerful than any new tool or trend. Plus, Phil reveals his go-to strategies for staying energized—and why naps, notebooks, and 3AM conversations might be the key to sustainable success. 🌐 Want more from Phil? Sign Up for his weekly writings at https://happyaf.substack.com and connect with him on LinkedIn. Phil Gerbyshak is a high-energy speaker, trainer, and former tech leader who knows the real-world pressures of IT support—because he’s lived them. With two decades in technology, sales, and leadership, Phil now helps tech teams tackle burnout, boost engagement, and lead with empathy. He’s an award-winning speaker and author featured in USA Today, Forbes, and Inc., and brings relatable, real-talk insights to every room. Whether he’s talking help desks or human connection, Phil makes it practical, memorable—and actually fun. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In this episode of Bytes & Banter, we talk with Matt Deneroff, Vice President and Market Director at Robert Half, about one of today’s most pressing tech challenges: finding and developing the right talent. Drawing from Robert Half’s Building Future-Forward Tech Teams report, Matt shares insights on closing skills gaps, navigating AI and cybersecurity demands, and responding to the surge in ERP needs. We dive into workforce strategies like refining job descriptions, upskilling, flexible staffing models, and leveraging consultants or hackathons to spark innovation. Tune in to hear how tech leaders are adapting—and what it takes to build a team that’s ready for what’s next. Explore how Robert Half can help you build a future-ready tech team: https://www.roberthalf.com/us/en/insights/building-tech-teams?utm_medium=alliance&utm_source=external-link&utm_campaign=v2_all_thought-leadership_july-2025-hdi-bytes-and-banter-us_rht&utm_content=building-future-forward-tech-teams Bio: Matt Deneroff is Market Director and Vice President of Technology & Digital at Robert Half, serving the DC Metro market. He leads both contract and permanent placement services across Washington, D.C., Maryland, and Virginia, connecting top tech talent with forward-thinking organizations. With over a decade at Robert Half, Matt has held multiple leadership roles and earned national recognition for driving growth and performance. He holds a degree in Business Administration and Management from The Catholic University of America. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Associate Producer/Host - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In this episode of Bytes and Banter, Sarah Nicastro joins us to explore what authentic leadership looks like in an AI-driven world. From her unexpected journey into field service to becoming a principal evangelist at IFS, Sarah shares how the industry has evolved—from cost center to strategic asset—and what that means for leaders today. We talk curiosity, change leadership, and how to create cultures that truly value people. Plus, why staying neutral on AI is key to driving innovation without compromising your core values. 🌐 Want more insights on service transformation and leadership? Visit www.futureoffieldservice.com for articles, podcasts, and resources from Sarah Nicastro. Sarah Nicastro is the driving force behind Future of Field Service as Founder & Editor in Chief, Host of the UNSCRIPTED podcast, and Principal Evangelist at IFS. Through insightful articles and engaging interviews with industry giants, Sarah distils real-world perspectives into actionable insights. Renowned as a global keynote speaker, she inspires audiences to navigate modern business complexities and drive transformative change. With a unique combination of community-sourced best practices and her own thought leadership, Sarah empowers service leaders to embrace innovation and chart their course toward sustainable success. Sarah lives in Erie, Pennsylvania with her husband Eric; two sons, Evan and Ellis; and two cats, Atticus and Popcorn. To decompress, she likes to visit Lake Erie and search for beach glass. She’s an avid reader, a die-hard fan of hip-hop, is obsessed with ice cream, and Pelotons daily. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In this episode of Bytes and Banter, writing expert Leslie O’Flahavan joins us to unpack why great writing is one of the most powerful—and overlooked—tools in tech support. From simple word swaps to game-changing formatting tips, Leslie shares practical ways support teams can write knowledge base content that’s clear, useful, and ready for both humans and AI. If you want your support docs to drive better self-service, reduce ticket volume, and actually help people solve problems—this one’s for you. ✍️ Want to write content people (and AI) can actually use? Visit ewriteonline.com and follow Leslie on LinkedIn for tools, tips, and real-time writing makeovers. Leslie O’Flahavan has helped thousands of people learn to write well for online readers. As the founder of E-Write, she delivers custom writing workshops for contact center agents, social media teams, and technical staff. Leslie’s expertise spans email, chat, social media, and self-service knowledge articles—and she’s helped major global brands overhaul their entire customer service writing approach. A recognized leader in the space, Leslie was named one of ICMI’s “Top 25 Thought Leaders” in 2024 and has also been featured by Klaus, Netomi, and ProcedureFlow as one of the most influential voices in customer experience. She’s a LinkedIn Learning author of five popular courses and co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In this episode of Bytes and Banter, Nate Brown—Head of Education and Enablement at Metric Sherpa and co-founder of CX Accelerator—joins us to explore what it really takes to build a thriving workplace culture. From selling postage meters to leading CX transformations, Nate reflects on the mentors, lessons, and frameworks that shaped his journey. At the center of the conversation is the idea of the "servant challenger": a leadership mindset that blends empathy with bold action to drive meaningful change. We discuss the power of intrinsic motivation, how to measure it using tools like Total Motivation, and why aligning employee values with your brand promise is critical. Nate also shares real-world examples—from upskilling efforts at Warby Parker to leadership models from Beth Jenkins and Tanya Alvarez—showing how organizations can foster innovation and high performance by equipping people with purpose, support, and the right tools. You’ll hear insights on balancing efficiency with human connection, building community through internal feedback loops, and why celebrating small wins can lead to big gains in team engagement. Whether you're leading a team or looking to inspire one, this episode is full of fresh ideas and actionable strategies to elevate your workplace culture. 🔗 Learn more about the CX Accelerator community: https://cxaccelerator.com/community Guest Bio – Nate Brown Nate Brown is passionate about two things: customer experience and community—and he’s built his career at the intersection of both. He co-founded CX Accelerator in 2018, a vibrant online community of over 4,000 CX professionals supporting one another in building better experiences and stronger careers. Nate also leads Advisory Services at Metric Sherpa, helping organizations transform their customer interactions through strategy, alignment, and culture change. As a CX executive and consultant, Nate has built contact centers from the ground up, led large-scale service transformations, and worked with organizations across industries including gaming, SaaS, retail, and healthcare—supporting brands like CHEP, WB Games, UL, Bosch, and BMI. He’s the author of The Ultimate CX Primer, and has been recognized globally as a top CX thought leader by ICMI, MartechVibe, Exceeders, and Netomi. In 2023, Kustomer named him the most impactful influencer in the CX landscape. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Jo McRell is the author of "Making Work Work for You" and an innovative employee experience strategist. She’s helped organizations like Google, Intuit, Meta and Gusto better empower their employees. Through her work and the AI ERA Community she co-founded, Jo equips employees and leaders with the tools to navigate disruptions in employee culture, tech, and work models so they can thrive in the future of work. www.jomcrell.com ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In this episode, we explore the growing tech skills gap and how it creates both challenges and opportunities for organizations and professionals. With high demand for expertise in AI, machine learning, cybersecurity, and cloud technologies, companies are facing barriers like tech debt and skill shortages. We’ll discuss how in-demand skills can help professionals stand out, while tech leaders navigate priorities like AI governance, security, and modernization. Plus, we’ll highlight the increasing need for contract workers to fill critical roles and ways to future-proof your team in this competitive landscape. Featuring brand new data from the Robert Half Demand for Skilled Talent report, join us as we provide fresh insights into the tech talent shortage and its impact. The Demand for Skilled Talent report can be accessed here: Tech specific: 2025 Tech and IT Job Trends https://www.roberthalf.com/us/en/insights/salary-hiring-trends/demand-for-skilled-talent/tech-it Full report: Employment Trends in 2025: Demand for Skilled Talent https://www.roberthalf.com/us/en/insights/salary-hiring-trends/demand-for-skilled-talent Guest Bio - George Clauser is AVP & Branch Director at global talent solutions firm, Robert Half. A staffing veteran with nearly a decade of experience, George has successfully assisted companies with contract and contract-to-hire candidates and consultants for projects ranging from web development and multiplatform systems integration to network security and technical support. Concurrently, George serves as a board member for the HDI Chicagoland chapter. George holds a BA in Political Science from the University of Illinois Chicago and attended Valparaiso University School of Law. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Ever wondered what it takes to bring a tech podcast to life? In Episode 16, we pull back the curtain for an exclusive interview with the producers of Bytes and Banter! Get a behind-the-scenes look at the vision, challenges, and magic that make each episode happen. HDI Local Chapters, a non-profit volunteer organization, is committed to empowering the tech community through knowledge and innovation. Join us as we explore the journey of building a platform for thought-provoking conversations in IT Support, Service Management, and beyond. 🔊 Tune in and discover the stories behind the stories! #BytesAndBanter #TechPodcast #BehindTheScenes Watch the episodes on YouTube: Bytes and Banter Second Paragraph: Guest Biography ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Kevin Apolinario is an experienced IT professional with over 12 years of customer service experience and eight years in IT support and system administration. Specializing in cybersecurity and blue team tools such as Microsoft Defender and Microsoft Sentinel, he serves as an Information Technology Security Specialist at Ollion, where he focuses on deploying endpoint security solutions and managing identity and access controls. His expertise also includes implementing antivirus solutions and conducting vulnerability scans to strengthen cybersecurity defenses. Beyond his technical role, Kevin is a dedicated technical trainer and speaker committed to mentoring aspiring IT professionals. Through his YouTube channel, Kevtech IT Support, and various training platforms, he has helped over 24,000 individuals secure IT support roles. His instructional content covers topics such as CompTIA A+, Network+, entry-level helpdesk skills, customer service, and resume writing. Kevin has shared his insights at organizations including Microsoft, Jobtrain, Upwardly Global, Spiceworks, HDI, and Merit America. Passionate about guiding individuals into the tech industry through non-traditional pathways, he continues to inspire and educate the next generation of IT professionals. Kevin Website https://www.kevtechitsupport.com/ ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Doug Rabold, North America XLA Institute Evangelist and long-time Disney enthusiast, discusses his career pivot from Sales to IT and how experience management is reshaping IT Service Management. He shares insights on shifting Service Desks from reactive to proactive support, delivering exceptional experiences, and the growing impact of XLAs in North America. Doug also previews the future of experience management and its role in elevating IT leadership in 2025. XLA Institute https://www.linkedin.com/company/xla-institute/ Doug Rabold is a committed CX and ITSM Leader who has led high-performing global teams of up to 350 resources and managed a portfolio of contracts exceeding $60M annual revenue. He is an acknowledged Customer Experience and Employee Experience expert who focuses on developing talent to deliver exceptional support. Doug attended University of Illinois, holds numerous certifications and is a Certified Instructor. He has extensive public speaking experience, is a frequent podcast guest, and a contributing author to several publications. Doug is the XLA Institute North America Evangelist, Past-Chairman of the HDI Board of Directors, sits on the ITAM Forum Strategic Advisory Council and AOTMP Advisory Council. Doug was named 2021 AOTMP IT Management Professional of the Year, was a finalist for 2021 HDI Best Service and Support Manager and was selected as People’s Choice Winner for 2018 HDI Manager of the Year. He was named an HDI Top 25 ITSM Thought Leader 2022-24. Doug was selected by Customer Experience Magazine as a Top 25 CXMStar Influencer in 2023-24. He was a 2023 Top 50 CX Influencer by CX Network, AOTMP University Influencer, and MattsenKumar CX Thought Leader. He was recently named a 2024 ICMI Top 25 CX Thought Leader ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Lisa Duerre is the CEO & Co-Founder of RLD Group, a Collective of Leadership Development Coaching and Consulting Experts helping Tech Companies take culture transformation out of the clouds, banish burnout, and drive bottom-line results by co-creating Strengths-Based Leadership Development Solutions. RLD Group is a WBENC Certified (WBE, WSOB) Leadership Consulting Firm with expertise in HR strategy and organizational design, developing leadership pipelines, talent retention, burnout prevention, and team performance in the complex hybrid-work world for Leaders in Tech. Lisa spent 20+ years in Silicon Valley as a top-level executive inside Fortune 500 tech companies. Now, she leverages her corporate experience and gift of facilitation and leadership development to help organizations to put the heart of the human back in Tech and create the FIRM Leaders of tomorrow. Lisa’s insights have been featured by leading NBC, CBS, ABC, The Wall Street Journal, Forbes, Entrepreneur, WomLead Magazine, FeedSpot, Thrive Global, Authority Magazine, Romper, The Mercury News, and more. Lisa is also the host of Ctrl+Alt+Delete with Lisa Duerre™ Podcast, rated in the top 10 Podcasts on Technical Leadership by FeedSpot - a gold mine of no-nonsense conversations between Lisa and top leadership experts & business executives across all industries to equip leaders in tech with practical tools to help them thrive at work and in life. Lisa is actively raising awareness for Lipedema as she discusses her journey of discovering that she’s been living with this disease, a misunderstood and underdiagnosed condition affecting as many as 1 in 11 women. When she’s not living the busy CEO life of leading RLD Group or paving the way for leaders in tech, Lisa loves exploring her home area of Portland, Oregon with her co-founder & husband, Randy, their daughter Emily, and their fun-loving Cavapoo, Yogi. Media Kit: https://rldgroupllc.com/media-kit-lisa-duerre ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
Visit Splashtop Website - https://www.splashtop.com/home Stephen Ng is an accomplished professional with extensive experience in building and leading high-performing organizations across Service Delivery, Support, Call Centers, Technical Support Escalations, and Critical Account Management. He has a strong background in managing technical support operations domestically and internationally, leveraging existing resources and driving transformative changes to reduce costs, enhance revenue, and meet targeted margin goals. Stephen is a results-oriented, process-driven leader known for developing actionable plans that meet service delivery performance commitments, ensure customer satisfaction, and contribute to overall company success. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In episode 11, Nicole Sims from Robert Half helps us unpack the 2025 Salary Guide and the latest trends shaping the tech industry. We discuss the “Great Stay” phenomenon, strategies employers use to attract and retain talent, and the growing demand for skills like AI, machine learning, and cybersecurity. Nicole highlights the value of upskilling, flexible staffing solutions, and timely hiring decisions to address skill gaps. She also shares insights from the Robert Half eBook, “Building Future-Forward Tech Teams,” and encourages professionals to prioritize progress over perfection Tune in for practical advice and a deep dive into the evolving world of tech hiring and retention. Get the insights that are helping technology employers and job seekers make smarter salary decisions. https://www.roberthalf.com/us/en/insights/salary-guide/technology?utm_source=alliance&utm_medium=external-link&utm_campaign=v2_all_thought-leadership_salary-guide-2025_rht&utm_content=hdi-sg25-website-article-teaser Nicole Sims is the Senior Regional Director for Robert Half, the world’s first and largest specialized talent solutions and consulting firm. In this role, she oversees operations for the company’s technology talent solutions across the greater Dallas region. With over 18 years of industry experience, Nicole is considered a hiring expert and frequently shares insights on the trends affecting the employment market and the workplace. Nicole is actively involved in several tech industry-focused organizations. She serves as the Vice President of Membership for the DFW Help Desk Institute (HDI) chapter and is also a member of Tech Titans. A strong believer in community service, Nicole leads her team to participate in Robert Half’s community impact initiatives, partnering with local nonprofits such as Genesis Women’s Shelter of Dallas and the North Texas SPCA. ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com
In Episode 10 of Bytes and Banter, Tim Lawes shares his career journey from selling Yellow Pages to working in the world of enterprise AI. Tim reflects on his experiences in IT service management, including a military contract and managing a service desk, and emphasizes the importance of empathy and building strong relationships in sales. He also talks about his transition to Symphony.AI and the impact of innovative technology on his career. Tune in for a conversation about personal growth, adaptability, and the role of relationships in business success. https://www.symphonyai.com/ Tim is Sr. Director of Sales at SymphonyAI. He has been in the ITSM industry for 15+ years having worked on Implementation, post-sales & pre-sales teams. https://www.linkedin.com/in/tim-lawes-81273110b/ ---------------------------------------------------------------------------------------------------------------------- HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org ----------------------------------------------------------------------------------------------------------------------- Bytes and Banter Podcast Team Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/ Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/ Associate Producer: Collen Rush - https://www.linkedin.com/in/colleen-rush-3603241/ Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/ Podcast Operating System: https://www.PodTechs.com Post-Production: https://www.PodTechs.com