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 PMKeynote Speaker 1:00 PM – 1:45 PMGeneral Session, Trends in Higher Ed 1:45 PM – 3:30 PM IT (featuring CIO panel)Refreshment Break 3:30 PM – 4:00 PMTDX 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 AMBreakout Sessions 8:30 AM – 9:30 AMBreakout Sessions 9:30 AM – 10:30 AMRefreshment Break 10:30 AM – 11:00 AMWhat’s New with PPM at TDX? 11:00 AM – 12:00 PMLunch 12:00 PM – 2:00 PMBreakout Sessions 2:00 PM – 3:00 PMBreakout Sessions 3:00 PM – 4:00 PMRefreshment Break 4:00 PM – 4:15 PMBreakout Sessions 4:15 PM – 5:15 PMClient Reception Dinner at 6:30 PM – 10:00 PM House of Blues**Buses will depart the Hilton 8th Ave entrance at 6 PM

Wednesday, May 17thBreakfast 7:30 AM – 8:30 AMWhat’s New with ITSM at TDX? 8:30 AM – 9:30 AMBreakout Sessions 9:30 AM – 10:30 AMRefreshment Break 10:30 AM – 11:00 AMBreakout Sessions 11:00 AM – 12:00 PMLunch 12:00 PM – 2:00 PMBreakout Sessions 2:00 PM – 3:00 PMConference 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)

CIO Track by invitation only (Room 707)

7:30 – 8:30 Breakfast

8:30 – 9:30Manhattan 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 Fast

TeamDynamix Rollout

The Changing Landscape of Change Management at

Miami UniversitySecurity and the

Cloud - HDI

9:30 – 10:30

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

No One Uses It, Does Anyone Hear You Scream?

How the Office of Institutional Effectiveness at Manhattan College Has Implemented

TeamDynamix

Endpoint Management

(Security/ Compliance)

10:30 – 11:00 Break11:00 – 12:00 What's New with PPM at TDX?

12:00 – 2:00 Lunch

2:00 – 3:00"It'll just take 10 minutes":

Time Tracking & Managing IT Demand at Road Scholar

How Florida Atlantic University Utilizes

Centralization/Shared services

Collaboration To Drive Student Success - Blackboard

Embedding ITIL: from Strategic to Tactical – PINK

3:00 – 4:00 Building and Managing a

Work Breakdown Structure via TDX

Integrated Endpoint Management - Kaseya

Tuning Chaos into Clockwork at the University of Windsor:

Harnessing the Power of TeamDynamix Assets/CIs and Knowledge Base Modules to

Build your CMDB

Roundtable Discussion

4:00 – 4:15 Break

4:15 – 5:15 PPM Open ForumApproving Changes Before They are Built - Advanced

Change Management within TDX

The Widening Service Gap - Blackboard

Roundtable Discussion –

Talent/Resource Optimization

6:30 – 10:00 Networking Dinner – House Of Blues

“I come to this conference for the

collaboration and the sharing of ideas.”

KALIEGH BELDA Knowledge 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

Pre-Event WorkshopsKnowledge Centered Support –

Room 711Service Management

Across Campus – Room 714Web Services

Integration – Room 723

Feinberg Theater

1:00 – 1:45 PM Opening Keynote: Ian Khan, Futurist, TEDx Speaker, PMP1:45 PM – 3:15 PM “Trends in Higher Ed IT” CIO Panel featuring:

- Param Bedi, CIO, Bucknell University - Sharon Blanton, CIO, College of New Jersey

- 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

3:15 PM – 3:30 PM Break3:30 – 5:00 TDX Strategic Vision – Executive Team

5:30 – 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 – 9:30 What’s New With ITSM at TDX? (In the Feinberg Theater)

9:30 – 10:30

How Michigan Technological Uni-versity’s Media Tech Group Uses TDX Project Planning to Manage Equip-

ment & Maintenance

Adopting Active Support and Mov-ing Past Email at Bowling Green

State University

Using Remote Access to Improve the Student Experience - 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

2:00 – 3:00ITSM Open Forum:Workflow & Asset

Management Findings3:00 – 3:30 Conference Wrap-Up

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 CollegeAt 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 CollegeIn 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?SPEAKER: Kaliegh Belda, Knowledge Coordinator, Western Kentucky UniversityKnowledge-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 the Media Tech Group Uses TDX Project Planning to Manage Equipment & MaintenanceSPEAKERS: Dave Chard, Director, Media Technology Services and Steve Blackburn, IT Project Manager, Michigan Technological UniversityThe 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 DemandSPEAKER: Katie Ingalls, Director, IT Project Management Office (PMO), Road ScholarManaging 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 APISPEAKER: Jonathan Apodaca, Software Developer, and Rami Jalal, Information Systems Project Manager, Colorado State UniversityIn 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.

Centralization & Shared ServiceSPEAKERS: Ann Edvaldsson, Associate Director & Jennifer Turner, Help Desk/Technical Support Manager, Florida Atlantic UniversityIn 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 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 EmailSPEAKERS: Patrick Lisk, Manager of Client Services and Nick Rodgers, Applications Development Supervisor, Bowling Green State UniversityAdvice 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: If a Service Portal Launches & No One Uses It, Does Anyone Hear You Scream?SPEAKER: Heather Davis, Business Analyst, Texas Woman's UniversityIf 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 TDXSPEAKER: 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.

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

Tuning Chaos into Clockwork: 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.

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

Collaboration to Drive Student Success 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 GapSPEAKER: Michael Zastudil, Director of Blackboard Help Desk Services, BlackboardAs 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.

About the Speakers

Bowling Green State UniversityPATRICK LISK, MANAGER OF CLIENT SERVICES

NICK RODGERS, APPLICATIONS DEVELOPMENT SUPERVISOR

Patrick 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 SERVICES

STEVE BLACKBURN, IT PROJECT MANAGER

Dave 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 office 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 software 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 office 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, ITS

Richard 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 office 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 efforts in regard to technology in computer labs, classrooms, and personal computers in offices 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, SOFTWARE DEVELOPER

Jonathan Apodaca is a Software 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 MANAGER

Born 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.

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

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 OWNER

Prior 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. After 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 ANALYST

TeamDynamix 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 Office 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.

HDI ROY ATKINSON, HDI

Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for blogs and articles. He has a deep background customer service and technical support, as well as small-business consulting.

In January 2017, Roy was chosen by the HDI community as one of the HDI Top 25 Thought Leaders in Technical Support and Service Management. He has been named to many other “Top” lists, including IT Service Management: Top 100 Influencers and Brands (Onalytica), The 30 Most Influential People in Customer Service (Conversocial), Top 100 Customer Success Influencers (MindTouch), Top 50 Thought Leaders of 2015 (ICMI). He is the host of #HDIchat and co-host of the popular #custserv chat on Twitter.

He studied Advanced Management Strategy at Tulane University’s Freeman Graduate School of Business, and holds HDI certifications as a Support Center Manager (HDI-SCM) and Knowledge-Centered Support Foundation (KCSF). Roy is a member of the National Speakers Association, Leaders Excellence at Harvard Square, IEEE, and the Association for Computing Machinery.

Roy is on Twitter @RoyAtkinson and @HDI_Analyst

WSUWARREN GLORE, IT PROJECT MANAGER

Warren 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 officer and various other duties both with the Air Force and NATO.

Earned Bachelor of Computer Science degree the University of Maryland. After retiring from the Air Force, worked in the data storage industry as a software developer and as a product test engineer. After 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 SPECIALIST

Carole 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 software set up and support, network management, technical writing and training. She is Comptia A+ and Net+ Certified. She has been a core team member in rolling out 120 TeamDynamix licenses to 10 different 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.

“I come to this conference for the

collaboration and the sharing of ideas.”

KALIEGH BELDA Knowledge Coordinator, Western

Kentucky University

www.teamdynamix.com information@teamdynamix.com @TDXBuzz company/teamdynamix

Thank You to Our Sponsors!

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