Meet HID Technical Support

Every HID Global Technical Support Engineer has unique skills and strengths that the team harnesses together to help our Customers. Working together is always better when you know who it is you are working with. HID Global would like to introduce you to some of the people behind your Support Cases.

Every product line at HID Global has a Global Technical Support Champion who is responsible for acting as the primary liason between HID Global Engineering and Technical Support, as well as coordinating internal training for the Tech Support team on new products.

Physical Access (PACS) Champions

Rory Rusinek – Senior Technical Support Manager, NAM and PACS Support Champion, Global

Rory has been working for HID Global for more than 15 years and is based in Eden Prairie, MN. He has performed many different roles throughout his career with HID from Applications Engineer, Senior NAS Product Specialist, Senior PACS Product Specialist, and his current role of Senior Technical Support Manager. In addition, Rory is the PACS Global Support Champion with a focus on Network Products, iCLASS SE, iCLASS, Prox and Mobile. In this role, he is involved in product requirement development, beta testing, documentation and training development.

In his leisure time, Rory enjoys working on house projects, biking, camping, hiking, and spending time with his family.

Stephen Lord – Senior Technical Support Engineer and PACS Champion, EMEA

Stephen Lord has been working with HID Global for more than 11 years in various technical positions. Currently, he is a Senior Technical Support Engineer providing support primarily for Physical Access Control products. In addition, he contributes to the development of the EMEA Technical Support team by delivering technical training and knowledge sharing sessions.

Vincent Wu – Technical Support Manager and PACS Champion, APAC

Vincent Wu has been working with HID Global for more than 5 years and has more than 10 years of industry experience. He is based in Hong Kong as a Technical Support Manager providing support for PACS products such as Credentials, Readers, Mobile Access Solution and EasyLobby. Vincent has performed many roles throughout his career in the security industry. He has previous experience as an installer, project manager and Customer support. With his year’s industry experience, he has a strong focus on the Customer Experience.

In his leisure time, Vincent is preparing for a full marathon. He particularly likes to run through the different cities during his work and personal travel.

Jorge Villicana - Tech Support Engineer and PACS Champion, LAM

Jorge has been working for HID Global for more than 8 years. His first role was Technical Sales where he helped with trainings, product presentations and technical support cases. Currently, he is working as Technical Support Specialist and is based in Leon, Mexico. His support focus is Credentials, Readers, Network Access Controllers and Omnikey readers. On a daily basis, he helps Customers with a variety of questions that can range from tough technical questions to basic how to inquiries. Jorge’s mission is to make HID solutions a little bit easier for Customers improving their overall experience.

Jorge is a martial arts practitioner holding a Black Belt 1st DAN in Kenpo Karate. When he is not spending time with family or practicing Kenpo, he enjoys reading science fiction novels.

Marvin Camareno – EasyLobby Technical Support Supervisor, NAM and EasyLobby Support Champion, Global

Marvin has been working for HID Global for more than 10 years and is based in Eden Prairie, Minnesota. He has performed different roles throughout his career focusing on Secure Issuance and EasyLobby products. He is currently the EasyLobby Technical Support Supervisor and Global Support Champion. In this role, he is involved in product requirement development, beta testing, documentation, and training development.

Marvin is married with one daughter. As a family, they enjoy going on mission trips in Latin America and exercising. In addition, he is a big fan of playing with computer system technology.

Secure Issuance (FARGO® and AsureID®) Champions

Andy Parrish — Technical Support Manager PACS & SI, EMEA

Andy has more than 25 years of experience in hardware and software support. He started at HID Global in 2013 and hit the ground running based on his previous experience supporting HID Global products. Currently, Andy is the PACS & SI Technical Support Manager and the Secure Issuance Product Champion. In addition, he is versed in the Physical Access product line and is the EasyLobby Support Champion, EMEA.

Andy has two daughters and spends his leisure time enjoying the local area with friends and family.

Terry Lee — Technical Support Manager and Secure Issuance Champion, APAC

Terry Lee has been working for HID Global for more than 9 years. He joined HID as a Technical Support Engineer focusing upon the Secure Issuance products. His current role is Technical Support Manager, APAC. Terry supports numerous HID products including Physical Access Control and Omnikey. In addition, he is Secure Issuance Product Champion and provides technical training for our Customers.

Terry loves to travel and enjoys learning about different cultures from around the world. He relishes tasting local foods and visiting historic sites.

Jeremy Bauer – Secure Issuance Technical Support Supervisor and Secure Issuance Champion, NAM

Jeremy has worked for HID Global for over 10 years. He joined the team in 2008 as a Technical Support Representative. Jeremy’s previous work experience was supporting and servicing thermal label printers including Fargo Prodigy printers. In 2014, he completed his degree in software development and became the Asure ID product champion. In 2018, he made the transition to Technical Support Supervisor. As a regional support champion, he is involved in the development of new product requirements, product testing and training development.

Jeremy is married and has two daughters. In his leisure time, he enjoys woodworking, home automation and working on computers.

IAMS Champions

Francis Yan – IAMS Technical Support Supervisor, EMEA and CMS Champion, Global

Francis started with HID Global in 1997 and has more than 20 years of experience in hardware and software support. Early in Francis's career, he worked in software development and quality assurance. After several years, he transitioned into Technical Support and became CMS Support Champion. In this role, he is involved in the development of new product requirements, product testing and internal team training.

Francis is married and has one daughter and son. He spends his leisure time enjoying carom billiard, listening music, and hiking mountains.

Christopher Luedders – IAMS Technical Support Manager and ActivClient Champion, Americas

Chris has more than 13 years’ experience in software Technical Support and worked for HID for over 8 years. Based out of Fremont, California, Chris and his team provides support primarily for the ActivID software product line including smartcard issuance, PKI infrastructure management, remote access identity authentication (including physical, soft, and smartphone OTP tokens) and digital certificate verification. In addition, he ensures his team’s CFIUS compliance and represents them in the routine audits.

In his leisure time, he enjoys reading, hiking and bike riding.

Biometrics Champion

Rich McKee — Software Engineering Manager, Lumidigm® Solutions

Rich McKee has been working with Lumidigm fingerprint solutions for more than nine years and has over 19 years of experience with software engineering including all stages of the development lifecycle. Based in Albuquerque, New Mexico, Rich is responsible for technical customer support, SDK and demo software development, and general software releases supporting the Lumidigm biometric solutions.

A husband and father, Rich is an accomplished artist and enjoys hiking and mountain bike riding.