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Session 409: Developing and Advancing a Centralized Support Center in K-12 Districts

Thursday, April 11 at 10:15 AM

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Indian Prairie School District is a suburban K-12 school district serving 28,000 students and 3,100 staff/teachers across 33 schools. IPSD was recently faced with a district-wide challenge: centralizing customer service, support services, and service management. In this session, attendees will learn about the research and strategic planning that went into integrating HR, Technology Services, Instructional Technology, Curriculum, and Instruction. Regardless of vertical, attendees will take away guidance on developing their own strategic plans for centralizing support services, as well as a workbook with resources and activities to accelerate their efforts.

Adam Smeets

Chief Technology Officer
Indian Prairie School District 204

Adam Smeets joined Indian Prairie School District 204 in 2018. Previously, Smeets worked to support all facets of technology at Dominican University where he served as Assistant Vice President and Deputy Chief Information Officer. Under his leadership, the technology department developed and maintained continuous efforts to improve operations including the development of a Support Center, decreasing case resolution turnaround times, and streamline processes while providing quality services to students and faculty. Prior to joining Dominican, Smeets managed labs and student technologies for Loyola University as the Manager of Digital Media Services and earlier served as the Assistant Director of Technology for University of Delaware. He earned his bachelor's degree from Loyola University Chicago, his master's from the University of Delaware and is working on his curriculum and instruction-focused doctoral dissertation from Loyola University Chicago.

Mary Sawyers

Systems Engineering Supervisor
Indian Prairie School District 204

Mary has 20 years of experience working in K-12 education and has been involved in a number of technical and support capacities. In her starting professional career, Mary providing desktop support, increasing responsibilities to developing images for staff workstations, and now provides direct oversight and management responsibilities for District 204’s support center. Mary’s roles have included systems troubleshooting, software packaging, Windows image creation, and more recently, facilitating the launch and development of District 204’s system-wide Support Center focused on engaging customer service experiences, first-call closure and self-service opportunities.

Brian Grinstead

Support and Systems Management Coordinator
Indian Prairie School District 204

Brian Grinstead is an IT professional with over 20 years of experience and currently responsible for end user technology support and operations for the 4th largest school district in Illinois. He currently manages a team of 28 employees across 34 sites while supporting a fleet of 37,000 computing devices and associated technologies. Major supported technologies include; Windows 10, Chrome OS, Apple, Symantec Endpoint Protection, SCCM, Jamf, Smart Technology products, and HP printers and personal systems. He is currently working on implementing an enterprise wide adoption of OneDrive, Service Desk migration to a new Support Center, Windows 10 Intune roll out with hybrid SCCM configuration and Windows 10 feature update roll out.