President of the HDI Steel City chapter.

Carrie currently serves as the HDI Steel City Chapter Advisor and is an HDI National Consultant. She has been involved as an officer with HDI Steel City for over 17 years and has held the previous positions of President, VP Communications, and VP Programs. Carrie was named as the first-ever 2014 HDI Local Chapter Officer of the Year and has been involved at the national level of HDI for many years serving as Northeast District President, Midwest Regional Director, Member Advisory Board, and HDI Conference Track Chair. She has over 20 years of professional experience in the IT Service and Support Industry, holding positions such as , Senior BMC Helix Developer, Principal IT Service Management Administrator and Service Desk Manager. In her free time, Carrie enjoys spending time with her family and dog, traveling the world, and finding new adventures.

Melissa Jackman, Director of IT Service Management & Support at Duquesne University 

With over 30 years of experience, Melissa Jackman is a seasoned leader in managing and motivating support teams within blended internal and external support environments.

Currently serving as the Director of IT Service Management & Support at Duquesne University, Melissa plays a pivotal role as the overall IT Service Management (ITSM) leader and strategist. Her focus on the customer experience and standardization of IT service processes throughout the University underscores her commitment to excellence.

Melissa's leadership extends beyond her current role; she served as the President of the HDI Steel City Chapter, achieving the Circle of Excellence, Presidential Circle during her tenure. A recognized authority in her field, Melissa has presented nationally at prominent venues such as the HDI Conference and Expo, Educause, and WCNY & Capital Area Leadership Conferences. Her contributions to HDI Support World Magazine as a 2019 Featured Contributor reflect her expertise in leadership and organizational development.

With a passion for service and continuous improvement, Melissa's approach emphasizes building strong, successful teams through servant leadership and staff development, making her a driving force in facilitating organizational change and fostering a culture of excellence.

Jaylen Smith,  Territory Sales Manager at Mosaic Supporting Google| Sales Growth, Training & Cross-Functional Leadership

With over a decade of dedicated experience in sales, account management, and business development, I am a highly motivated Territory Sales Manager at Google (Mosaic North America). My expertise lies in driving significant sales growth, expanding market share, and building robust strategic partnerships within competitive retail environments, specifically for cutting-edge consumer electronics like Google Pixel products.

I excel in developing and executing comprehensive sales strategies, managing large geographic territories, and leading initiatives that boost sell-through and product adoption. My role extends beyond traditional sales; I am a proven leader in cross-functional collaboration, serving as a critical point of contact for leadership directives and providing team support. I have a strong track record in coaching and mentoring sales teams, conducting impactful product training sessions (both in-store and company-wide), and fostering customer loyalty.

My background includes substantial experience in retail sales operations, customer success, and process improvement, honed through roles at TEKsystems, T-Mobile, and Sprint. I am adept at analyzing sales data, identifying market opportunities, and implementing innovative pilot programs that directly impact business growth and recommendation rates. I thrive on cultivating deep relationships with retail partners, District Managers, and sales representatives to collectively exceed sales targets and enhance the overall customer experience.

Passionate about the intersection of technology and retail, I am committed to delivering value-added solutions that address complex client challenges. I welcome connections with industry leaders, potential partners, and those interested in driving the future of retail sales and consumer technology.

Zoe Burns, IT Service Desk Manager, City of Pittsburgh

Zoe Burns is an experienced IT Service Desk Manager with over five years at the City of Pittsburgh, leading a team that supports 19 departments and over 3,000 employees.

Zoe excels in optimizing IT workflows, enhancing user satisfaction, and delivering impactful IT solutions. Following the City’s first ITSM implementation in 2022, she successfully led the 2024 Ivanti rollout, reducing post-launch issues by 90% through strategic change management and continuous user feedback.

Zoe emphasizes open communication, cross-team collaboration, and continuous improvement, aligning her work with Pittsburgh’s mission to create a safe, welcoming community.

Douglas is the Co-VP of Programs for the Steel City chapter of HDI.

Jessica is the Co-VP of Programs for HDI Steel City.  She is a successful Information Services leader proven to drive process improvements, reduce costs, and develop talent to improve operational efficiency. She is passionate about evaluating and improving business processes that create a seamless user experience.

Sharon is an experienced Support, Communications and Business Manager with a demonstrated history of working in the non-profit and higher education industry and retired from the University of Pittsburgh School of Medicine in March 2025. Skilled in communications, data analysis, social media, research and editing, Sharon was originally educated as an English teacher and possesses superior technical and teaching skills. She is a strong support professional with 47 years of experience in multiple Information Technology disciplines such as network engineering and infrastructure, security, desktop support and help desk administration, project management, financial oversight and business intelligence. Sharon and her husband, Allan enjoy traveling to historical sites in the US, their two darling kitties and hope to retire to Henderson, NV in the near future!

Patrick Wertz,  Technology Solutions Leader | Sr. IT Manager, Duquesne University

Jordan Fischer, Associate Software Engineer, Giant Eagle Inc

Jordan Fischer is a Software Engineer at Giant Eagle Inc., a Pittsburgh-based regional grocery chain. She specializes in ServiceNow development, performance analytics and reporting on their ITSM team.

Jordan joined Giant Eagle in 2020 on their support desk, serving three years on the front line before taking lead on reporting and performance analytics to offer a fresh new perspective that drives innovative solutions that enhances Giant Eagle's IT operational efficiency.

Jordan holds a Bachelor of Science degree in Computer Science and Cybersecurity and has obtained several certifications and badges from ServiceNow ranging from development and ITSM to Reporting and Performance Analytics.