2017 tdx client summit - teamdynamix...2017/04/26 · 2017 tdx client summit chicago, il / may...

The Right Fit for Higher Education

2017 TDX Client SummitCHICAGO, IL / MAY 15-17, 2017

Welcome to the 2017 TeamDynamix Client Summit!Each year, the TDX Client Summit is a time that we look forward to. Why? We love the opportunity to interact with our clients face to face. Collaborating with you is what makes TDX successful – simply said, our customers are the reason why TDX continues to grow.

The sessions for this year are intended to demonstrate how you can most the most of TDX. They are from your peers, and by your peers, in the Higher Education space. To simplify the agenda, we have broken it out into four tracks: PPM, ITSM, Special Topics, and HE trends.” It should be changed to: “The sessions for this year are intended to demonstrate how you can most the most of TDX. They are from your peers, and by your peers, in the Higher Education space. To simplify the agenda, we have broken it out into three tracks: PPM, ITSM, and Special Topics. All sessions and evening events are open to all attendees, with the exception of Tuesday’s exclusive CIO track (by invitation only).

Don’t forget to meet our sponsors as well – they would love to partner with you to help your institution. If you need anything, ask any member of the TDX team. We hope that this Client Summit is your best one yet!

Sincerely,

The TDX Team

Agenda at a glance

Monday, May 15thRegistration 11:00 AM – 1:00 PM

Keynote Speaker 1:00 PM – 1:45 PM

General Session, Trends in Higher Ed 1:45 PM – 3:30 PMIT (featuring CIO panel)

Refreshment Break 3:30 PM – 4:00 PM

TDX Strategic Vision Session 4:00 PM – 5:30 PM

Networking Reception 5:30 PM – 7:30 PM

Tuesday, May 16th Breakfast 7:30 AM – 8:30 AM

Breakout Sessions 8:30 AM – 9:30 AM


Refreshment Break 10:30 AM – 11:00 AM

What’s New with PPM at TDX? 11:00 AM – 12:00 PM

Lunch 12:00 PM – 2:00 PM

Breakout Sessions 2:00 PM – 3:00 PM


Refreshment Break 4:00 PM – 4:15 PM


Client Reception Dinner at 6:30 PM – 10:00 PMHouse of Blues*

*Buses will depart the Hilton 8th Ave entrance at 6 PM

Wednesday, May 17thBreakfast 7:30 AM – 8:30 AM

What’s New with ITSM at TDX? 8:30 AM – 9:30 AM


Refreshment Break 10:30 AM – 11:00 AM

Breakout Sessions 11:00 AM – 12:00 PM

Lunch 12:00 PM – 2:00 PM


Conference Wrap-Up 3:00 PM – 3:30 PM

2017 TDX Client Summit CHICAGO, IL / MAY 15-17, 2017

Agenda

TUESDAY MAY 16

PPM Track (Feinberg Theater)

ITSM Track (Room 421)

Special Topics Track (Room 423)

7:30 – 8:30 Breakfast

8:30 – 9:30

Manhattan College’s Foray Into Project Management

Via TeamDynamix Cardwall & Desktop Dashboards

Expanding Service Management Across Campus - a Step by

Step Approach

Wichita State University’s Shocker FastTeamDynamix Rollout

Tuning Chaos into Clockwork at the University of Windsor: Harnessing the

Power of TeamDynamix Assets/CIs and Knowledge Base Modules to Build

your CMDB

9:30 – 10:30How to Use TDX to Run a

Project Using Non-Project Oriented Teams

Driving Portal Adoption at Texas Woman’s Univeristy: If a Service Portal

Launches & No One Uses It, Does Anyone Hear You Scream?

How the Off ice of Institutional Eff ectiveness at Manhattan College

Has Implemented TeamDynamix

10:30 – 11:00 Break11:00 – 12:00 TDX Solution Update

12:00 – 2:00 Lunch , Crown Hall - 9th Floor

2:00 – 3:00"It'll just take 10 minutes": Time Tracking & Managing IT Demand at Road Scholar

How Centralization and Shared Services Drive Eff iciency at Florida

Atlantic University

Gen Z – Serving Today’s Student Expectations & PathwaysPresented by Blackboard

3:00 – 4:00 Building and Managing a

Work Breakdown Structure via TDX

Revolutionize Your Endpoint Management: How To Do More With Less

Presented by Kaseya

The Changing Landscape of Change Management at Miami University

4:00 – 4:15 Break

4:15 – 5:15 PPM Open Forum0 to 70 in 30: How Passion and Power

Fueled Bowdoin College’s Rapid Deployment of TDX

Approving Changes Before They are Built - Advanced Change Management

Presented by Blackboard6:30 – 10:00 Networking Dinner – House Of Blues

“I come to this conference for the

collaboration and the sharing of ideas.”

KALIEGH BELDAKnowledge Coordinator, Western

Kentucky University

“The Information Resources team wanted a solution

with expanded capabilities and something better suited to the

department’s needs and to higher education.”

-Jason Donnell, IT Analyst, Client Services – California State

University - Chico

MONDAY MAY 1511:00 AM – 1:00 PM Registration Open — VenueSix10

11:00 AM – 12:45 PM Pre-Event WorkshopsKnowledge Centered Support –

Room 711Service Management

Across Campus – Room 714Web Services

Integration – Room 723

Feinberg Theater

1:00 PM – 2:00 PM Opening Keynote: Ian Khan, Futurist, TEDx Speaker, PMP

2:00 PM – 3:30 PM “Trends in Higher Ed IT” CIO Panel featuring:- Param Bedi, CIO, Bucknell University

- Yvette Brown, VP for Technology and CIO, Barry University- Ray V. Lefebvre, VP of IT and CIO, Bridgewater State University

- Kenneth Libutti, CIO, Palm Beach State College- Tom Pagano, CIO, Johnson County Community College

3:30 PM – 4:00 PM Break4:00 PM – 5:30 PM TDX Strategic Vision – Executive Team5:30 PM – 7:30 PM Networking Reception – Feinberg Theater Landing

WEDNESDAY MAY 17

PPM Track (Feinberg Theater)

ITSM Track (Room 421)

Special Topics Track (Room 423)

7:30 – 8:30 Breakfast

8:30 – 9:30ITSM Open Forum:

Workflow & Asset Management Findings

9:30 – 10:30

How Michigan Technological University’s Media Tech Group Uses

TDX Project Planning to Manage Equipment & Maintenance

Adopting Active Support and Moving Past Email at Bowling

Green State University

Using Remote Access toImprove the Student

ExperiencePresented by BOMGAR

10:30 – 11:00 Break

11:00 – 12:00 Project Initiation Through Execution with TDX at Miami University

Is Knowledge-Centered Support a Good Choice?Multi-Institution Panel

User Synchronization Utilizing the TeamDynamix REST API at Colorado

State University12:00 – 2:00 Lunch, Crown Hall - 9th Floor

2:00 – 3:00 Expanding Across Campus: How TDX Empowers the Full Institution

The Widening Service Gap Presented by Blackboard

3:00 – 3:30 Conference Wrap-Up

“The Information Resources team wanted a solution

with expanded capabilities and something better suited to the

department’s needs and to higher education.”

-Jason Donnell, IT Analyst, Client Services – California State

University - Chico

Breakout SessionsManhattan College’s Foray into Project Management Via TeamDynamix Cardwall & Desktop DashboardsSPEAKERS: Richard Musal, Associate Director of Client Services & Operations, ITS & Gregory Quaglieni, IT Support Specialist, Manhattan College

At Manhattan College, we are performing multiple classroom A/V integrations a year. To manage the variety of resources involved in intensive projects like these, a tool like TeamDynamix is essential. Utilizing the TeamDynamix Cardwall and custom Desktop Dashboards enables us to easily complete projects on time while meeting expectations. This presentation will give a behind the scenes look into how the Manhattan College Operations team uses the project card wall and how the Client Services team utilizes custom Desktop Dashboards to manage projects.

How the Office of Institutional Effectiveness at Manhattan College Has Implemented TeamDynamixSPEAKERS: Steve Celin Institutional Research Analyst, Dora Moreira Academic Assessment Coordinator and Director of E-Portfolios, Manhattan College

In Spring 2016 the Manhattan College Institutional Effectiveness office implemented TeamDynamix to track all their work. Being an office that works primarily with analyzing and reporting data, TeamDynamix was a natural fit. Learn how they use TeamDynamix on a daily basis to more efficiently assess their workload and productivity.

Is Knowledge-Centered Support a Good Choice? Multi-Institution PanelSPEAKER: Kaliegh Belda, Knowledge Coordinator, Western Kentucky University

Jeffrey Toaddy, ITSM Coordinator, and Rich Musal, Associate Director of Client Services & Operations, ITS

Knowledge-Centered Support (KCS): You may have heard of it, but what is it and (more importantly) can it benefit your organization?

KCS is a methodology and set of industry best practices for capturing, structuring, and re-using information in a knowledge base. When IT knowledge is structured and processed in an organized manner, it can have positive systemic effects improving IT operations from the help desk to service management.

This presentation’s goal is to provide an understanding of Knowledge-Centered Support, provide initial steps for starting a Knowledge Base, and provide resources for help with starting a Knowledge Base. This presentation is an overview of the best-practices established while implementing and maintaining a Knowledge Base at Western Kentucky University’s IT Helpdesk.

How Michigan Technological University’s Media Tech Group Uses TDX Project Planning to Manage Equipment & Maintenance SPEAKERS: Dave Chard, Director, Media Technology Services and Steve Blackburn, IT Project Manager, Michigan Technological University

The Media Technology Services group within Michigan Tech IT handles many classroom and laboratory projects across our campus. In addition, there are many small, repetitive room upgrades and replacement activities they engage in which traditionally have been difficult to keep track of and manage. While these activities don't rise to our full definition of a "Project", they are still enough like projects that it made sense to find a way to utilize TDX project functionality to manage them.

“It’ll just take 10 minutes.”: Time Tracking & Managing IT Demand at Road ScholarSPEAKER: Katie Ingalls, Director, IT Project Management Office (PMO), Road Scholar

Managing the ever-increasing demand for resources is a challenge for all IT professionals. At Road Scholar, time tracking was a first step to strategic (and realistic) project portfolio management (PPM). Follow Road Scholar on their journey from service bureau style delivery to governed PPM and resource forecasting.

User Synchronization Utilizing the TeamDynamix REST API at Colorado State UniversitySPEAKER: Jonathan Apodaca, Software Developer, and Rami Jalal, Information Systems Project Manager, Colorado State University

In this session, we will explore how Colorado State University keeps ~8,500 employees' user-data in sync with TeamDynamix using a custom dashboard that utilizes the TeamDynamix REST API, with the goal of allowing each employee to login to TeamDynamix using Colorado State University’s Shibboleth Single-Sign On solution. We will explore the difference in batch-user upload (consumed overnight), and real-time updates to individual users. As a bonus, we will also discuss how we implemented a people-search function for querying our user-database in TeamDynamix.

How Centralization and Shared Services Drive Efficiency at Florida Atlantic UniversitySPEAKERS: Ann Edvaldsson, Associate Director & Jennifer Turner, Help Desk/Technical Support Manager, Florida Atlantic University

In our session, we will discuss FAU-OIT distributed model where we, OIT, is the central department for providing the services and systems that are used university-wide. Colleges and some departments have their own IT staff that provide IT services on a smaller scale. We will speak about the challenges and


CIO Panel

Raymond Lefebvre, CIO Bridgewater State University

Tom Pagano, CIO Johnson County Community College

Yvette Brown, CIO Barry University

Param Bedi, CIO Bucknell University

Kenneth Libutti, CIO Palm Beach State College


WSU’s “Shocker” Fast TeamDynamix Rollout!SPEAKERS: Warren Glore, IT Project Manager and Carole Higgins , Application Systems Specialist, Wichita State University

One instance of TeamDynamix ticketing system is used for all 120 licensed technicians in 10 different departments, with one process and service catalog, and lots of very different campus services. They overcame barriers of a documented process, individuals paying for their licenses, asset challenges and lots of old ways of working. The WSU ITS core team introduced better practices and new concepts using the TDX tool. One example is their Service Catalog which they ultimately let grow organically from early adopters. What was the secret of their success? Come hear the story, tips and hints from the team that accomplish something new every week by using the tool themselves!

Gen Z – Serving Today’s Student Expectations & Pathways Presented by Blackboard SPEAKER: Craig Chanoff, General Manager of Blackboard Education Services, Blackboard

Institutions continue to struggle meeting enrollment goals, achieving higher rates of retention, while also focusing on the needs of student engagement. Much of this is driven by a new generation of learners that have very different expectations of what their experience should be like: from how they navigate their own learning journey, how they manage the business of being a student, to how, when and where they consume content and gain credit for their comprehension and mastery of subjects. Craig Chanoff, General Manager of Blackboard Education Services will speak from the perspective of the role of technology leaders with an eye toward achieving better student engagement and success.

The Widening Service Gap Presented by BlackboardSPEAKER: Michael Zastudil, Director of Blackboard Help Desk Services, Blackboard

As the student demand for services rise, resources are reduced and over time the gap gets wider and wider. Thus far, most institutions are making up the difference by stretching their staff to meet the increasing need, leading to turnover and loss of institutional knowledge that further weakens the ability of the institution to provide the level of service to satisfy demand. Michael Zastudil, Director of Blackboard Help Desk Services will discuss the factors education leaders are considering to close the gap.

0-to-70 in 30: How Passion and Power Fueled Bowdoin College’s Rapid Deployment of TDX Bowdoin College IT receives over 1,000 incidents and service requests per month from the College's 750 faculty and staff and 2,000 students. The previous ticketing and work management solutions were not living up to the high standards of quality that all other interactions are held to. It was determined, once the right solution was found, that Information Technology would rapidly deploy it in order for the quality of service that is provided to each customer to reach the next level. This discussion will take the audience through the process that was in place before the implementation began, the steps that were taken once an agreement was made and the passion and resources involved in order to go live in just 30 days.

Revolutionize Your Endpoint Management: How To Do More With Less Presented by KaseyaAs an IT Pro in Higher Education, you know the multitude of challenges you face on a daily basis. Not the least of which is how to maintain your endpoints across a complex network that span buildings, campuses as well as devices off the network. As this complexity

expands and budgets for IT become more constrained it is becoming more and more difficult to perform some of the basic tasks on legacy endpoint management platforms.

Join Kaseya GM Frank Tisellano to learn how to:

• Optimize the technician to endpoint ratio

• Easily manage on and off network devices from one unified platform

• Improve end-to-end documentation of every task performed on your networks endpoints

The Changing Landscape of Change Management at Miami UniversitySpeakers: Jeffrey Toaddy, IT Service Management Coordinator & Interim Senior Business Process Specialist and Micah Cooper, Director of End Users Services Improvements

Miami University implemented its 3rd iteration of Change Management on December 2014 (2015?). Take a journey with Jeffrey Toaddy, Miami’s ITSM Coordinator, and Micah Cooper, Director of End Users Services Improvements serving as Change Management Process Owner as we discuss the past, present, and future of our Change Management process and describe the delights and challenges we’ve had along the way. We’d also like to open the floor to other CM experts in the room to hear how they have leveraged TD in their schools to help attendees come away with best practices!

We’ve also identified some pitfalls along the way that we’d like to help you avoid such as overtooling, undertooling, and just simply ignoring the tooling. Armed with our anecdotes, data, and reports, we believe you will be able to sell your management on the benefits of effective Change Management. We will also be sharing where we are headed in terms of Continuous Integration and bringing together source code management tools with ITSM tools, ensuring that clients stay in the loop while development is freed to make more frequent pushes.

benefits of this model as well as how TeamDynamix has enabled us to provide support across the board and the lessons learned.

Adopting Active Support and Moving Past Email at Bowling Green State UniversitySPEAKERS: Patrick Lisk, Manager of Client Services and Nick Rodgers, Applications Development Supervisor, Bowling Green State University

Advice and lessons learned from implementing an active support model without email or generic forms without increasing call volume. Overview of clearing up administrative tasks, preparing organization for live support for majority of issues, and striving to increase first call resolution. Working with internal IT management to develop a strategy for support on most popular services to streamline processes. Focusing in on obtaining buy-in, maintaining consistency, and customer feedback.

Driving Portal Adoption at Texas Woman's UniversitySPEAKER: Heather Davis, Business Analyst, Texas Woman's University

If a service portal launches and no one uses it, does anyone hear you scream? No one wants to spend weeks (or months) working to perfect a service portal that gets ignored. I'll share the creative ways we drove faculty, staff, and student users to our service portal. Learn about our communication plan and the strategic efforts that made our implementation a success.

Project Initiation Through Execution with TDX at Miami UniversitySPEAKER: Linda M Lack, Portfolio Manager, Portfolio and Project Management Process Owner, Miami University (OH)

Over the past 24 months we have implemented an Operating Model new to Miami IT Services. In our old process, we were primarily order takers, with little or no governance of project selection. We worked in a Squeaky Wheel environment. As can be expected under this framework (or lack thereof) developers and support staff were constantly reacting, putting out fires.

I will address not just our new processes, from engaging our clients, to “Value Engineering” our project requests and to project execution, but how TeamDynamix aided us in getting to this new more pro-active and controlled environment. Through Portfolio Planning, to Project Management and using the analysis tools as well, I’ll show how Miami has “cleaned up” the portfolio, clearly defined project classifications and integrated the Change Management and Project Management processes. How projects are defined and ordered with clarity to our user community. All while using TeamDynamix defined best practices for use of the tool and adding minimal modifications.

Tuning Chaos into Clockwork at the University of Windsor: Harnessing the Power of TeamDynamix Assets/CIs and Knowledge Base Modules to Build your CMDBSPEAKER: Bodek Frak, Sr. I.T. Consultant, Messaging, Collaboration, Project Management, University of Windsor

Is your I.T. department struggling with grasping the complexities and intricacies of your institution's I.T. infrastructure and making sense of it all, especially when the time comes to plan/implement upgrades or deal with planned or unplanned service outages? This session will focus on the adoption of TeamDynamix Assets/CIs and Knowledge Base modules as a viable Configuration Management Database (CMDB) solution. The first part will include a high level review of selected ITIL concepts (eg. CMDB, Change Management), outlining the benefits and challenges associated with deploying and maintaining a CMDB and adopting related ITIL concepts. This will be followed by a brief overview/demo of the current functionality of Assets/CIs and Knowledge Base modules highlighting its fortes as well as its limitations, including the integration points with the rest of the product (i.e. ticketing apps, projects). The second part will focus on successes achieved and challenges encountered by the University of Windsor I.T. staff during the migration of data from their legacy Lotus Notes based CMDB into TeamDynamix. During the presentation, the instructor will poll the audience in attempt to determine the adoption rate of similar solutions across other institutions. The session will end with the question and answer period.


About the Speakers

Bowling Green State UniversityPATRICK LISK, MANAGER OF CLIENT SERVICESNICK RODGERS, APPLICATIONS DEVELOPMENT SUPERVISORPatrick has been working for Bowling Green for over 10 years in the client services area. His background includes positions at each level of the service desk and user training groups. He currently manages the on campus Service Desk.Nick has been working for BGSU for 5 years. Nick has had a wide variety of experience in IT, including support, development, networking, and workstation deployment. He currently manages the team responsible for Bomgar, TeamDynamix, OnBase, and Sharepoint at BGSU.

Michigan Technological UniversityDAVE CHARD, DIRECTOR, MEDIA TECHNOLOGY SERVICESSTEVE BLACKBURN, IT PROJECT MANAGERDave Chard is a native of Ishpeming, MI, and served for four years in the U.S. Army and three years in the National Guard. He graduated from Northern Michigan University with a degree in Electronics Technology and has worked at Michigan Tech for over 17 years.Steve has a bachelor’s degree in Civil Engineering from Michigan State University and an MS in Industrial Administration from Purdue. Prior to joining Michigan Tech, Steve spent over 20 years at a major healthcare manufacturer in IT and related functional areas, primarily in Program and Project Management.

Manhattan CollegeGREGORY QUAGLIENI, IT SUPPORT SPECIALIST

Gregory Quaglieni is an IT Support Specialist that currently manages the ITS-Operations off ice at Manhattan College. His main roles include managing Student Technology And Resource Specialists (STARS), resource allocation, implementation/use of management tools, research, develop, and deploy technology for classrooms and computer labs, manage soft ware license inventory, document all work activity in Ticketing/Project management system thoroughly, and document procedures related to daily tasks as well as new system implementation. As a newcomer to the off ice in October 2015 and because Operations is a brand new department in ITS, he has an enthusiastic approach towards the way Operations is run and can speak on the successes of his prior jobs.

STEVE CELIN, INSTITUTIONAL RESEARCH ANALYST Steve Celin came to Manhattan College in 2014 from Fordham University. He has worked in Higher Ed for the past 3 years. Steve is responsible for reporting institutional metrics to stakeholders within the Manhattan College community.

DORA MOREIRA, ACADEMIC ASSESSMENT COORDINATOR AND DIRECTOR OF E-PORTFOLIOS Dora Moreira came to Manhattan College in 2015 from Manhattanville College. She has worked in the E-Portfolio field for the past 4 years. Dora is responsible for tracking assessment activities across campus.

RICHARD MUSAL, ASSISTANT DIRECT OF CLIENT SERVICES & OPERATIONS, ITSRichard Musal has been a part of Manhattan College IT since 2000 when he started as a Graduate Assistant for a PT3 grant called TITAN (Transforming Instruction Through Technology And Networking). That off ice was institutionalized under the name JET (Jasper Educational Technology) in 2003 and Richard was asked to Coordinate

it. In 2011 Richard was promoted to Assistant Director of Client Services & Operations. He is now responsible for directing all eff orts in regard to technology in computer labs, classrooms, and personal computers in off ices around the Manhattan College campus. Richard has presented at PT3 conferences as well as at TeamDynamix user conferences, Nercomp conferences, and online webinars. Richard is experienced in developing and mentoring staff as well as developing systems to provide exceptional customer service.

Western Kentucky UniversityKALIEGH BELDA, KNOWLEDGE COORDINATOR

Kaliegh Belda is Knowledge Coordinator for Western Kentucky University’s IT division. She is responsible for the knowledge management strategy. This includes coordinating quality knowledge sharing, promoting and guiding knowledge creation, knowledge base development and maintenance, and maintaining a knowledge training program.Kaliegh earned her Bachelor of Science in Computer Information Technology at WKU. She also has HDI certifications in Support Center Analyst, KCS Fundamentals, and KCS Principles, and Kaliegh is a 2014 graduate of WKU’s Staff Leadership Institute. WKU’s IT Division has presented her with these awards: Technical Support Services Innovation, Technical Support Services Leadership, and the IT Excellence Ace.Kaliegh has presented on KCS at the Kentucky Convergence Conference and the TeamDynamix 2016 User Conference.

Colorado State UniversityJONATHAN APODACA, SOFTWAREDEVELOPERJonathan Apodaca is a Soft ware Developer at Colorado State University, developing web and mobile applications. He enjoys the outdoors, flight simulators, and playing with his seven-month-old daughter in the evenings.

Florida Atlantic University ANN EDVALDSSON, ASSOCIATE DIRECTOR

JENNIFER TURNER, HELP DESK/TECHNICAL SUPPORT MANAGERBorn and raised in Sweden, Ann Edvaldsson attended Culinary school in Stockholm and moved to the US in 1999, planning to pursue a degree in Hospitality Management. She changed direction and graduated from FAU 2003 with a BBA – MIS concentration, and in 2008, graduated with an MBA – PM concentration. Ann has worked at FAU – OIT for 13 years, where she started as a student worker and is now in charge of User Services. She has been married for 11 years and has two children, ages 7 and 10.Jennifer Turner was born in Pittsburgh, PA and moved to South Florida at the age of 5. She first discovered an interest in technology around ten years old when she was determined to make AOL work on Windows NT – even the AOL technical support told her it was not supported. But with some determination, she got it to work. Jennifer started with an Accounting degree, but her natural inclination brought her back to computers. She graduated FAU in 2008 with a BBA (MIS) in 2008. One semester prior to graduating, she became a student employee as a desktop support technician in OIT and has been at FAU ever since. Jennifer is currently the Help Desk and Technical Support Manager and absolutely loves her job. She also has an 11-year-old son who keeps her quite busy during her free time.

Miami UniversityLINDA M. LACK, PORTFOLIO MANAGER, PORTFOLIO AND PROJECT MANAGEMENT PROCESS OWNERPrior to joining Miami IT Services in February of 2013, Linda worked in the Banking/Financial Industry for nearly 40 years. She came into Miami IT Services having never worked in an IT environment. Aft er 25+ years in the International Banking Division of a top U.S 10 Financial Institution (Fortune 500 Company), Linda moved into a Project Manager and Business Process Management role. As Operation Manager in the International Banking Division, she had many years of managing both individuals and processes. Linda was instrumental in the implementation of new and innovative applications to streamline the complex processes for transferring international funds and maintaining high levels of security.

Texas Woman's UniversityHEATHER DAVIS, BUSINESS ANALYSTTeamDynamix is

Davis’ third implementation project, preceded by Hobsons Apply at the University of Kentucky and Google Apps for Education at Texas Woman’s University. A self-proclaimed email ninja, Davis writes novels in her spare time. She applies the #1 rule of writing to technology training and presentations: don’t bore your audience.

University of WindsorBODEK FRAK, SR. I.T. CONSULTANT, MESSAGING, COLLABORATION, PROJECT MANAGEMENT

Bodek Frak graduated in 1994 with a science degree from the University of Windsor (Ont, Canada), where he currently works as an I.T. Consultant. He specialises in messaging and collaboration environments: IBM Lotus Notes and Domino, Microsoft Off ice 365 and TeamDynamix. He is also involved in Project Management and implementation of ITIL in his department. Bodek is a technology evangelist and he has a passion for excellence.

WSUWARREN GLORE, IT PROJECT MANAGERWarren entered the US Air Force straight out of high school and served over 22 years of honorable active duty, including around 100 missions in the Kansas underground as a Titan II Missile System Launch crew, 4 years in a Combat Communications maintenance role, Strategic Communications NCO for the NATO Ground Launched Cruise Missile system, base-wide communications security off icer and various other duties both with the Air Force and NATO.Earned Bachelor of Computer Science degree the University of Maryland. Aft er retiring from the Air Force, worked in the data storage industry as a soft ware developer and as a product test engineer. Aft er 11 years and earning a Master of IT Technology, Project Management degree and MBA, entered the oil/gas industry as a technical project manager and later switched to the banking industry as a project manager. Currently working in the Higher Education industry for Wichita State University as an IT project manager. Warren was the PM for TDX roll out at Wichita State University, a true servant leader, figuring out how to make people’s job’s easier! A key contact point with TDX, working with them to implement 15 of 30 submitted request/bugs in the first 9 months. Hobbies include volunteering for non-profits, church, CPR/First Aid Instructor and teaching gun safety for Concealed Carry and Hunter Education courses, 7 Project Management Professional Prep classes and always willing to share his knowledge with others.

CAROLE HIGGINS, APPLICATION SYSTEMS SPECIALISTCarole earned a Bachelor of Science degree in Business Administration from the University of Illinois, Urbana-Champaign. She has worked as a technical support professional for over 20 years in the private sector, K-12 Education and most recently Higher Education. She is currently an application systems specialist at Wichita State University (WSU). Her responsibilities have included end-user hardware and soft ware set up and support, network management, technical writing and training. She is

We Lead The Way!A premier global training, consulting and conference service provider, Pink Elephant has an undisputed reputation

for leading the way. We’re proud of our pioneering and innovative spirit, which has enabled us to introduce and spearhead many revolutionary concepts and programs since our inception forty years ago. Our professional training and consulting services cover a wide range of best practices and frameworks including ITIL®, COBIT®, Lean IT, DevOps, Agile, Project Management, Organizational Change Management and Business Relationship Management. Training is off ered in a variety of formats, delivered by Pink Elephant industry experts with decades of relevant experience.

HDI develops and connects the smartest, savviest, most dynamic professionals in the technical support industry.HDI can help you optimize

performance by providing career development that leads to success—for you, and for your entire organization. For everyone from frontline support staff to managers and directors to C-level professionals, we off er:

• Empowering, value-based membership• Industry-leading certification and training• World-class networking events• Trending research and industry data

HDI is your partner in achieving support center success. For nearly thirty years, we’ve worked with organizations like yours to ensure you’re equipped with the tools, resources, and knowledge to elevate the customer experience.http://thinkhdi.com/

Blackboard’s Education Services division is innovating the

way our clients reach, engage and retain the students they serve. For over 7 years Blackboard has invested in a set of services that are directly aligned with helping institutions deliver seamless student experiences. Blackboard Student Lifecycle Services provides services and technology that support students throughout their entire educational journey. This includes strategic marketing, enrollment coaching, admissions, student records, registration, financial aid, and IT help desk.


Sponsor BiosAbout the SpeakersBomgar connects people and technology securely, providing leading remote support and

privileged access solutions that strengthen security while increasing productivity. Bomgar solutions help support and security organizations improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 12,000 organizations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Visit Bomgar at www.bomgar.com

Kaseya® is the leading provider of complete IT management solutions for Managed Service Providers and small to midsized businesses. Kaseya allows organizations to

eff iciently manage and secure IT in order to drive IT service and business success. Off ered as both an industry-leading cloud solution and on-premise soft ware, Kaseya solutions empower businesses to command all of IT centrally, manage remote and distributed environments with ease, and automate across IT management functions. Kaseya solutions currently manage over 10 million endpoints worldwide and are in use by customers in a wide variety of industries, including retail, manufacturing, healthcare, education, government, media, technology, finance, and more. Kaseya, headquartered in Dublin, Ireland is privately held with a presence in over 20 countries. To learn more, please visit www.kaseya.com

Info-Tech Research Group is the world’s fastest growing information technology research

and advisory company, proudly serving over 30,000 IT professionals. We produce unbiased and highly relevant IT research to help CIOs and IT leaders make strategic, timely and well informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

Comptia A+ and Net+ Certified. She has been a core team member in rolling out 120 TeamDynamix licenses to 10 diff erent departments at WSU, with over 80,000 client users. Her interests include painting, traveling, reading and volunteering her time as a parent coach for the Parent Support Network at Partnership for Drug-Free Kids and Parents Helping Parents, Inc.

Bowdoin College JASON PELLETIER, DIRECTOR OF CLIENT SERVICES AND TECHNOLOGYJason Pelletier is the Director of Client Services and Technology at Bowdoin College. He is responsible for all client-facing IT services including the Service Desk, AV and Multimedia Services, Equipment Services, Training Services, Desktop Systems Engineering, the Loaning Center and Student Technical Services. He has worked at the college for nearly 14 years. During that time, he has staff ed the Service Desk, managed classrooms and labs and worked as a Systems Engineer. Client or customer service is just one of his specialties and his desire to continually enhance the quality of service provided to each member of the Bowdoin community drives the entire Information Technology department to excel in every interaction. He has a passion for providing high-quality customer experiences and leads his staff to provide that experience every day.

KaseyaFRANK TISELLANOFrank Tisellano is the General

Manager of VSA and IT Complete at Kaseya. Frank has worked in consumer and enterprise product management and design for over a decade. Before that, he worked in IT for a managed service provider in New York City.

BlackboardCRAIG CHANOFF, GENERAL MANAGER, BLACKBOARD STUDENT SERVICESCraig Chanoff is responsible for the overall strategy, growth and financial success of Blackboard Student Services, the corporate division that brings virtualized contact center support and technology solutions to institutions worldwide. In his role, Mr. Chanoff reports directly to the Senior Vice President of Blackboard North America and oversees all aspects of customer development, product management and business operations. He is also responsible for managing Blackboard’s Client Relationship Management strategy and creates a customers’ “view” within Blackboard, ensuring that all departments put forth a consistent image and treat customers holistically.Mr. Chanoff has more than 15 years of significant relationship management, executive leadership and soft ware experience. Prior to this role, he served as Senior Vice President of Client Success, where he managed the customer care strategy for all Blackboard solutions, including oversight of Blackboard’s Client Support organization, a global team of more than 200 people. Mr. Chanoff holds a B.S. in Decision and Information Systems from the University of Maryland, College Park, MD.

MICHAEL ZASTUDILDIRECTOR, HELP DESK SERVICESMichael Zastudil has 15 years of experience in customer and service desk management. Over the past five years, he has led our account management team to support complex help desk implementations for customers such as Kent State University, Georgetown University and Florida Atlantic University. Mr. Zastudil is ITIL v3 certified and has demonstrated experience in applying service management best practices to our operation’s configuration and workflow for Blackboard’s help desk customers. Mr. Zastudil received his B.S. in Management with a minor in Information Systems from Shenandoah University. He has worked for Blackboard since July 2010.

ITSM AcademyDONNA KNAPP, CURRICULUM DEVELOPMENT MANAGERDonna has more than 30 years of experience in the IT industry and is currently ITSM Academy’s Curriculum Development Manager. Donna’s years of practical experience and love of learning show in her engaging and informative speaking style and many certifications including: Certified Process Design Engineer, ITIL Expert, DevOps Foundation, Certified Scrum Master, Certified Agile Service Manager and Certified Agile Process Owner. Donna is on the DevOps Institute’s Board of Regents. She is also the author of The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management, as well as two college textbooks, A Guide to Service Desk Concepts, Fourth Edition and A Guide to Customer Service Skills for Service Desk Professionals, Fourth Edition.

www.teamdynamix.com [email protected] @TDXBuzz company/teamdynamix www.teamdynamix.com [email protected] www.teamdynamix.com [email protected] www.teamdynamix.com [email protected] @TDXBuzz company/teamdynamix @TDXBuzz company/teamdynamix @TDXBuzz company/teamdynamix www.teamdynamix.com [email protected] www.teamdynamix.com [email protected] www.teamdynamix.com [email protected]

Thank You to Our Sponsors!

Platinum Sponsors

Program Sponsors

2017 tdx client summit - teamdynamix...2017/04/26 · 2017 tdx client summit chicago, il / may...

Documents