Session 104: Taking Desktop Support to the Next Level at Emory Healthcare

Wednesday, August 5 at 10:15 AM

Has your organization struggled with duplication of effort, a lack of customer- centric processes, high volumes of incidents and open work orders, increased customer escalations for aged service requests, minimal or no notification of projects or expansions, or resource gaps? We have, too! At Emory Healthcare, the demands on field services operations were increasing as new facilities and staff members were added to the network. So we launched a successful restructuring initiative to consolidate support teams, created a specialty desktop support team, and increased employee engagement—without adding any additional FTEs! As a result, we improved operational efficiency, created a balanced workload, and increased customer satisfaction. Attend this session to learn how to increase team performance by transforming a good team to a high-performing GREAT team.

SupportWorld Live speaker photo for Shannon-Dalton

Shundale Varnado

Business Analyst III

Emory Healthcare

Shundale (Dale) Varnado is an experienced IT manager with a demonstrated history of working in the hospital and healthcare industry. Dale manages specialized teams within Field Services to provide efficient desktop support. Dale serves as the project manager for realignment initiatives in Field Services to maximize production support, specialty desktop support, service request and project team efforts.

Lionel Clark

Assistant Director

Lionel Clark is Assistant Director for Information Services and Technology at Emory Healthcare. He has over 30 years of IT experience and has been at Emory Healthcare in various levels of IT for the past 22 years. He provides oversight for the Field Services, Specialty Desktop, Desktop Operations, Warehousing and Service Management teams. He has implemented and provided input for many innovative ideas and KPIs to gain efficiencies, and to identify opportunities for performance and service delivery improvements. Lionel holds ITIL Foundation v3, Knowledge Centered Support and Support Center Manager certifications and is a member of the HDI Atlanta Community.