Pre-13: Support Wars
Start |
Dates |
Duration |
Certification Exam Included |
Price |
HDI Member Price |
Tuesday |
4/24 |
1 day |
No |
$395 |
$395 |
Based upon a recent HDI Higher Education Forum event, this informational, hands-on session will explore the fundamentals of project management and service management. Participants will work in teams to apply these concepts to a real-world scenario in a fun, fast-paced exercise. Each team will represent consultants hired to create and implement a support center for a growing business. Teams will be guided through and judged upon various stages, including planning, design, and implementation, while adjusting to surprise twists along the way.
Participants will have the benefit of learning from each other as they bring their own knowledge and expertise to the exercise.
One-Day Course Includes
Instruction, breakfast, and breaks
Presented by Kelly McLaughlin 
Kelly McLaughlin is currently the director of operations and technical support for Hobart and William Smith Colleges in Geneva, NY. She previously served as the manager of the desktop service line for Eastman Kodak Company in Rochester, NY. Kelly is a member of the HDI Higher Education Forum steering committee.
Presented by JP Garvin 
JP Garvin is the associate director of information systems at the Johns Hopkins Bloomberg School of Public Health, and has over eighteen years of experience in the IT field. In his current role, he is responsible for establishing objectives, technical vision, and policies. JP is a member of the BICSI Wireless Design Reference Manual editorial review committee and the HDI Higher Education Forum steering committee.
Presented by Dennis Gillespie 
Dennis Gillespie is the support center manager at Indiana University, where he is responsible for an IT support environment that serves over 110,000 faculty, staff, and students on eight campuses. With a staff of eighty-five full and part-time employees, Dennis manages a 24x7 support center that receives over 205,000 customer contacts per year via phone, e-mail, walk-in, and chat. Dennis is a member of the HDI Higher Education Forum steering committee.
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