In this episode of Bites of Banter, host Rocky McGuire talks with Tony Garcia, a cybersecurity service operations leader at McDonald’s, about his journey from hands-on IT and service management into identity and access management (IAM).

Tony shares how skills from across IT can translate into cybersecurity, how his team uses AI to analyze thousands of incidents and speed up monthly reporting, and why human review, strong relationships, and ongoing security education still matter. He also offers advice for anyone considering a career change: “Don’t change, but change”—stay true to who you are while continuing to learn and grow.

Tony Garcia is a technology leader, cybersecurity operations professional, and passionate people developer with more than 15 years of experience helping global organizations improve how technology services are delivered and supported. As Senior Manager of Cybersecurity Service Operations at McDonald's, he focuses on Identity and Access Management, operational excellence, service transformation, and building strong partnerships across global teams. Known for combining strategic thinking with hands-on operational leadership, Tony enjoys mentoring future leaders, modernizing IT service practices, and exploring how automation and AI can improve both employee and customer experiences.

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

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Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com

Recognition can change careers! In Episode 38 of Bytes & Banter, we explore the HDI Awards, the new Best Team Lead category, and how recognizing service and support professionals can boost confidence, inspire growth, and celebrate excellence.

Hear how the awards program works and listen to award winners share how recognition has impacted their careers. In this episode:

Inside the HDI Awards - Learn about the HDI Awards categories, nomination process, judging, and the importance of recognizing the people who make service and support teams successful.

Erica Marois – Head of Content and Community for HDI and ICMI (Informa)

Donald Chew – HDI Local Chapters Awards Committee Chair

Award Winners’ Stories - Cheryl and Nate share their experiences as award winners and explain how recognition can build confidence, support career growth, and celebrate excellence in service and support.

Cheryl Buzicky – 2026 Winner, Best Service and Support Analyst

Nate Goetsch – 2026 Winner, Best Service and Support Technician

🏆 Know someone who deserves recognition? You can nominate yourself, a colleague, or a manager. HDI membership is not required.

Learn more about the HDI Awards and nomination process:

https://www.hdilocalchapters.org/cpages/awards

If you enjoyed this episode, like the video, subscribe to Bytes & Banter, and share it with someone who deserves recognition!

#BytesAndBanter #HDIAwards #HDI #ITSupport #ServiceManagement

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

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Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com

What happens when AI changes the way we work—but the fundamentals of leadership don’t change?

In this episode of Bytes & Banter, Host Rocky McGuire sits down with N.J. Robinson, founder of Hi-Tech Leadership and two-time HDI Top 25 Thought Leader, to talk about the human side of leading in an AI-driven world. They explore why authenticity, core values, creativity, followership, and human connection matter more—not less—as technology advances.

N.J. also breaks down his Four Shifts framework for moving from technical expert to strategic leader: identity, value creation, behaviors, and competencies.

Connect with N.J. - http://www.hi-techleadership.com/

Guest Bio - N.J. Robinson is the founder and president of Hi-Tech Leadership, where he helps IT professionals and technology leaders make the hardest transition of their careers: the shift from technical expert to strategic leader.

He knows the terrain firsthand. N.J. is an Air Force veteran who served as Deputy Director of a Communications Squadron, responsible for the people, systems, and mission behind it. Across 25 years in IT leadership, he learned that the skills that make you a great engineer are not the skills that make you a great leader. That gap is where his work lives.

N.J. is a two-time HDI Top 25 Thought Leader and a member of the HDI Strategic Advisory Board. He has spoken at HDI, RMISC, and internationally at Spark26 in Birmingham, UK. His keynotes and workshops cut through the usual leadership advice and get at the identity shift most programs ignore.

Off the stage, N.J. is married to his high school sweetheart, is a father of four sons, is active in his church and community, and is a committed Marvel fan.

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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org

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Bytes and Banter Podcast Team

Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/

Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/

Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/

Associate Producer/Alternate Host: Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/

Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/

Podcast Operating System: https://www.PodTechs.com

Post-Production: https://www.PodTechs.com