Roy Atkinson is Senior Writer/Analyst at HDI. He is the chief writer for white papers, SupportWorld articles, and a key in-house subject matter expert, holding ITIL and HDI certifications. Atkinson has an extensive background as a practitioner in IT support and customer service. He was one of the first to obtain the Apple Certified Technical Coordinator designation and was a member of the Apple Consultants Network. He is a frequent speaker on customer service excellence, social support and mobile device support, at events as varied as Interop Las Vegas 2012, Fusion 12 (HDI and itSMF), the Midwest Energy Association Roundtables in Chicago, and the Colorado Information Management Association Conference, as well as HDI's annual conferences. In 2011, he was voted one of the "Top 25 Most Influential in Customer Service"Â by the readers of Mindtouch.com. He is the author of "The War for Talent" report, a study conducted by HDI and Robert Half Technology on the difficulty support organizations have in hiring skilled professionals, released in August 2012. Roy Atkinson studied Advanced Management Strategy at A.B. Freeman School of Business, Tulane University.