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Brad R Biagi, MBA

Improving Processes One Day at a Time

Brad R Biagi, MBA

Improving Processes One Day at a Time

Show Me What You’ve Got:
Have you ever hired a service desk analyst who aced the interview, but when it came down to supporting your customers, they didn't have what it took? If you were a baseball coach looking to recruit a pitcher, would you ask him to tell you about a time when he threw a fastball to strike out a hitter, or snapped a 12 to 6 curveball perfectly?
HDI Support World
How to Make Better Business Decisions Utilizing Data, Knowledge, and Analytics
Better decision making depends on the quality of the data, the relentless pursuit of questioning, and measurable action taken based on the findings. In this round table, as a follow-up to Session 403, the First American leadership team will share their methodology around extracting and analyzing relevant data on a regular basis for better decision-making. This session will prove an excellent opportunity to network with your peers and gain insights on how to conduct regular “data deep-dives” for insights and continuous improvement opportunities in your daily service operations. Please join us as we bring you “into the data room’’ for a lively and interactive discussion focused on taking measurable, data-driven action!
HDI Conference & Expo
The Pursuit of Award-Winning Service Improvement: A Case Study from First American
First American provides comprehensive title insurance protection and professional settlement services to facilitate and streamline real estate transactions. The First American IT Service Desk is a worldwide 24x7 service desk supporting more than 20,000 internal and external employees. The IT Service Desk is made up of 34 engineers and technicians in India, the United States, and the Dominican Republic.
HDI Conference & Expo
Constructing the UFFA Clan: A Case Study
This informative session will provide attendees with an insider view into the past, present, and future state of the core teams that ensure continuous functionality of First American Titles worldwide operations. Attendees will learn about a round-the-clock, follow-the-sun support program that leverages today's best-of-breed technologies, processes, and people to maximize resources with optimal return.
HDI Fusion Conference
New Hires: From Acceptance to How Can I Help You?
Developing a Service Desk new hire has it’s challenges. Here is an approach that may be beneficial.
HDI Connect

About

Baseball

Coaching

Knowledge Centered Support

Management

Troubleshooting

Process Improvement

Brad Biagi is a highly accomplished and enthusiastic management professional with a strong technical background and customer focus. Relentless passion for innovative training management, project implementation, process improvement, and customer value. Proactively assess situations and provide expert support for new / unknown issues; creative, outside-the-box approach to solving problems and developing new projects. Fully-versed in defining and creating visionary training materials to streamline operations, on-boarding processes, and new product integration.

Brad Biagi grew up in a small town on the East side of Washington State. For years lived by the famous motto "Baseball is Life".

Played four years of High School baseball and 3 1/2 years of College baseball. Attended Yakima Valley Community College, California State University Dominguez Hills, and University of Phoenix. Completed and achieved Associate of Arts, Bachelor of Science in Information Technology, and Master of Business Administration (MBA).

Brad Biagi is married with 5 children (2 step kids, 3 biological kids) and remains in Southern California.

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Show Me What You’ve Got:

How to Make Better Business Decisions Utilizing Data, Knowledge, and Analytics

The Pursuit of Award-Winning Service Improvement: A Case Study from First American

Constructing the UFFA Clan: A Case Study

New Hires: From Acceptance to How Can I Help You?

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