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HDI Philly Chapter Meeting: Tools to Increase Productivity

  

Keynote: Tools to Increase Productivity

Join us as Roy will be speaking on keyword tracking, sentiment tracking and other tools for self-service opportunities to assist as business grows and helpdesk staffing remains flat. 

While in general the service and support industry is in good health, huge technological advances are forthcoming that will change the way the Service Desk is staffed, and the skills that staff must possess.

 

  • Enterprise Service Management is increasing the scope of what service desks do
  • Organizational needs for rapid growth are easily outpacing staff increases
  • New technologies using artificial intelligence, machine learning, and bots are coming into use
  • Natural Language Processing (NLP) and sentiment analysis are being brought to bear on customer and user support

 

What is your strategy to deal with the massive changes? Come to the May meeting of the HDI Philly Chapter and let’s discuss!



When: Wednesday, May 22 @ 12:00PM
Where:
 Stewart Business Systems | 6000 Irwin Road | Mt Laurel, NJ 08054

About the Speaker:

Name: Roy Atkinson
Job Title: Sr. Writer/Analyst
Company: HDI


HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson


Second Session: Diversity Equity Inclusion in IT

Join us as Aixa Pomales, Director of Support Services for Information Technology Services at Swarthmore College, speaks on why diversity equity inclusion in IT matters, the benefits of a diverse team and the pitfalls of not getting it right. 

Aixa Pomales is the Director of Support Services for the Information Technology Services (ITS) department at Swarthmore College. She is responsible for the day-to-day operations of the Support Services team, cultivating and nurturing strategic partnerships across her institution. She works within her ITS management team to ensure that the ITS team aligns its support of the college’s strategic objectives and educational mission.

Prior to joining Swarthmore College, she was the Assistant Director for the Help Desk and Technical Support at Temple University. She held various progressive leadership and management positions within IT during her 11 years of service at the University.

Aixa has a Master of Science in Business with a concentration in Human Resource Management and received her undergraduate degree in Organizational Studies.

She completed the EDUCAUSE Institute Leadership Program in 2016. Aixa is passionate about her involvement in committees that support and promote diversity, equity and inclusion such as NERCOMP’s Professional Development Committee, the NERCOMP Program Committee for NERCOMP Annual Conference 2019, and as Chair of the Planning Committee for CLAC 2019 Annual Conference, a new member of the Educause IT Issues Panel and as member of the Educause DEI Advisory Committee and a newly elected member for NERCOMP Board of Trustees.

Participating as a panelist in NERCOMP’s People of Color in Higher Ed has reinforced her commitment to ensuring that as we progress in our careers within Higher Ed IT, we should actively share lessons learned with those early in their careers, reinforcing that career growth is a proactive responsibility to ourselves and the institutions and Higher Ed IT industry we serve.

As an engaged member within her campus community, Aixa serves as a co-chair of the Task Force on Student Social Life and Community Standards, a member of the Faculty/Staff Development Committee, the Student Employment Committee and IT representative for the New Hire Orientations, and has served as part of the working group for Standard VII (Governance, Leadership and Administration) as the College took on a Middle States Self Study in preparation for reaccreditation.

Her professional and personal growth reinforces her commitment to service and excellence in the workplace for the betterment of our institutions and the campus communities.

 

SAVE THE DATE - UPCOMING MEETINGS


Jun/Aug - Baseball Game

7/17 - Widener University

Oct - Golf Outing

10/23 - Liquid Hub

12/6 - Annual Leadership Conference

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