Eddie Vidal has over 20 years experience in various areas of Information Technology. His focus is primarily on service delivery and support for IT infrastructure. In his current position as Manager of Customer Service and Support for the Telecommunications department at the University of Miami, Eddie supports over 35,000 faculty, staff and students. He has transformed the Help Desk from a dispatch environment to a Customer Centric Support Center.
Eddie’s experience spans the higher education, hospitality, and travel industries. He has led project management offices and consulted on numerous engagements. Eddie started his career with Eastern Airlines as a computer operator and continued growing his career in the travel industry implementing local and wide area networks for travel agencies and cruise lines. This led to his role as Manager of Technical Support at Interval International where he was responsible for managing service delivery teams.
Prior to his current position at the University of Miami, Eddie was Assistant Director of Professional Management and Planning Services at Florida International University. At FIU, Eddie was responsible for transitioning the desktop support team to the Support Center, setting computing standards and managing software licensing. His accomplishments in various organizations include managing multi-million dollar budgets, managing the construction of a 500 seat call center, creating Service Level Agreements, implementing customer service initiatives, deploying applications, and re-engineering organizations.
He currently serves as President of the South Florida HDI local chapter. Eddie has earned certifications for ITIL Foundations and HDI Support Center
During his free time, Eddie fundraises for charities, participates in religious ministries and directs the sports program for over 200 children at a private club in Miami. He is currently undertaking his biggest venture ever; the upbringing of three teenage children.