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 – PACS Technical Support Manager and PACS Support Champion, Americas

Rory has been working for HID for more than 14 years and is based in Westminster, Colorado. Rory 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 PACS Technical Support Manager. In addition to his current role, Rory is the PACS Global Support Champion with a focus on Network Products, iCLASS SE, iCLASS, Prox and SmartID. In this role, he is involved in product requirements development, beta testing, documentation and training development. When not working, Rory is usually building/repairing things on his house, snowboarding, camping, hiking, or 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. He is currently a Senior Technical Support Engineer providing support primarily for Physical Access Control Products (PACS). He also contributes to the development of the EMEA Technical Support team by delivering technical training and knowledge sharing sessions, internally and with HID Partners.

Stephen is a car enthusiast with a particular interest in classic Italian cars. Every year he attends Italian car day at the Brooklands Racing Circuit in the UK with his 1980s FIAT 131. Stephen also enjoys listening to his TEAC reel to reel tape player and vinyl record collection for the authentic analogue sound.

Vincent Wu – Technical Support Engineer and PACS Champion, APAC

Vincent Wu is the PACS Product Champion of APAC and he is stationed in Melbourne of Australia to provide technical support mainly on Cards/Readers, Mobile Access and EasyLobby. He provides remote training to the internal Technical Services Team and sales, partners and end customers on the different technologies. He is especially helpful in conducting a number of PoC for Mobile Access, Seos multiple SIOs, CP1000 programming and EasyLobby integrations.

Secure Issuance (FARGO® and AsureID®) Champions

Kyle Erickson — Technical Support Manager and Secure Issuance Champion Americas

Kyle has been working for HID for more than 20 years and is now the Technical Support Supervisor for the Secure Issuance (FARGO and Asure ID) team based in Eden Prairie Minnesota. Kyle's long history at HID started when he joined the FARGO Electronics organization back in 1997. Kyle has performed many different roles throughout his career with FARGO/HID from quality assurance auditor, printer technician, technical support representative, repair/service manager and now currently in his current role as technical support supervisor. In addition to his role as supervisor, Kyle is a global product champion for the secure issuance products. With Kyle in this role, he is involved in the development of product requirements, product beta testing, and product training development.

Andy Parrish — Technical Support Engineer and Secure Issuance Champion EMEA

Andy has more than 25 years of experience in hardware and software Technical Support. Andy started at HID Global in 2013 and hit the ground running, having experience in supporting HID Global products through a partner. In Andy's early days at HID Global he mentored under the HID Global Genuine HID Academy lead FARGO trainer. Although now the EMEA Product Champion for Secure Issuance (FARGO and Asure ID) products, Andy is also versed in the Physical Access product line and is the EMEA Support Champion in EasyLobby Visitor Management. Andy is married and has two young daughters. He spends his leisure time enjoying the local area and family days out with them. Andy also is a Formula 1 racing fan and likes going to Grand Prix's circuits to watch races. He is also a big English Rugby fan and in general likes all large sporting events.

Terry Lee — Senior Technical Support Engineer and Secure Issuance Champion, APAC

Terry Lee has been working in HID for more than 5 years and is now the Senior Technical Support Engineer of the APAC Technical Services organization, providing the overall technical support with his team of HID products from Physical Access Control Systems and Secure Issuance to EasyLobby. He is also the Product Champion of Secure Issuance and has been conducting certification training for the sales teams and partners on behalf of HID Academy. Finally, Terry has been supporting in the failure evaluation and repair support of FARGO products.

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.