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Pete McGarahanSenior Director, Workplace & Collaboration Services, IT First American Financial

Peter McGarahan is the Senior Director of Workplace & Collaboration
Services for First American Financial. The First American IT Service Desk
was recently honored with 2 Industry Awards; one for Best Use of
Technology and another for the Best Service and Support Organization.
Pete was also honored at HDI SupportWorld 2020 with the HDI 2020
Lifetime Achievement Award. He is an industry expert and thought leader in
the global IT Service Management and Customer Experience industries.
He was the founder of McGarahan & Associates and offers 37 years of
business, IT, and customer service leadership experience. His thought
leadership has influenced the maturity and growth of the service and
support industry. His passion for customer service led the Taco Bell
support organization to achieve the Help Desk Institute Team Excellence
Award in 1995. IT Support News named him one of the "Top 25
Professionals in the Service and Support Industry" in 1999. Support
professionals voted McGarahan "The Legend of the Year" in 2002 and
again in 2004 at the Help Desk Professionals conference for his endless
energy, mentoring and leadership coaching. Pete began his professional IT
career at PepsiCo. He brought many innovations to the organization's IT
structure. He was transferred to Taco Bell, where he divided his tenure
between IT and Business Planning. He was accountable for technology
planning and service delivery for all IT Services to the brand's 4,500
restaurants, regional and corporate offices. Pete later served as Director of
Marketing for the Vantive Corporation and Executive Director of Help Desk
Institute (HDI) before joining STI Knowledge and Help Desk 2000 in 1997.
As the Executive Industry Advocate, Vice President of Business
Development and Chief Marketing Officer for STI, Pete managed Analyst
Relationships, which led to the company's achieving leadership placement
in the Gartner Help Desk Outsourcing Magic Quadrants two years in a row.
In addition, Pete has authored industry white papers, position papers and
articles. As a practitioner, product manager and support industry analyst
and expert, McGarahan has left his service signature on the support
industry / community.